Business Communication Polishing Your Professional Presence, 2nd Canadian Edition, 2E Barbara G Shwo

Business Communication Polishing Your Professional Presence, Second Canadian Edition, 2E BY Barbara G. Shwom

Email: richard@qwconsultancy.com

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 1 Becoming a Successful Business Communicator 1) All of the following are examples of communicating EXCEPT A) posting updates on Facebook to keep in touch with geographically distant friends and family.

B) emailing your employer to confirm scheduling issues.

C) speaking to your mother on the phone.

D) gesturing across the table to a friend to get them to stop telling the story they have begun.

E) reciting a list of dates to memorize them for an upcoming exam.

Answer: E Explanation: All of the other choices are examples of the complex process of communication: planning, creating, delivering, and interpreting messages. This choice is simply a means to learn and retain information.

Diff: 1 Type: MC Objective: LO 1.1 2) The communication skills you already possess ________ in the workplace.

A) will likely hamper your attempts to communicate B) are inapplicable to communication C) are most likely sufficient to meet the challenges of communication D) will be valuable to you for communicating E) must all be unlearned if you want to successfully communicate Answer: D Explanation: The communication skills you have already developed will be valuable to you in the workplace, where communication is considered to be the most important of all abilities you can possess. However, your current skills may not be sufficient to meet many challenges of communicating in the workplace.

Diff: 1 Type: MC Objective: LO 1.1 3) Which of the following is NOT an example of communication?

A) texting a colleague that you will be a few minutes late for your meeting B) tweeting that you are headed to a concert in the park C) updating your page on a social networking site D) listening to classic music on iTunes E) whispering to a friend during a meeting Answer: D Explanation: All of the other choices are examples of the complex process of communication: planning, creating, delivering, and interpreting messages. In this choice you are using an electronic device to listen to music, but are not seeking to share information with others.

Diff: 1 Type: MC Objective: LO 1.1

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4) Which of the following workplace activities is NOT one in which your communication skills will be utilized?

A) calculating whether sales are up this quarter using the latest figures B) explaining why sales were down last quarter C) persuading your colleagues that your idea will likely lead to increased sales D) ensuring that your department understands that increasing sales is the top priority E) discussing your employee's poor sales figures without making them feel defensive Answer: A Explanation: All of the other choices represent situations in which you will need to use your communication skills. Computing sales figures from data is not an example of communication.

Diff: 1 Type: MC Objective: LO 1.1 5) In 2018, the Royal Bank of Canada produced a fascinating report on youth and entry-level skills and employability called Humans Wanted. Which of the following skill is identified as being critical to personal and professional success?

A) technological literacy B) creative thinking C) dexterity D) active listening E) industry-specific knowledge Answer: D Explanation: Skills identified as being critical include: critical thinking, coordination and collaboration, social perceptiveness, active listening, and complex problem solving.

Diff: 2 Type: MC Objective: LO 1.1 6) The Council of Canada surveyed 95 leading Canadian employers to produce its 2018 report, Navigating Change. Which of the following skills were identified as top requirements for entry-level hires?

A) leadership skills and communication B) flexibility and entrepreneurial skills C) communication skills and teamwork skills D) teamwork skills and strategic planning skills E) strong work ethic and initiative Answer: C Explanation: These were the top ranked skills sets.

Diff: 1 Type: MC Objective: LO 1.1

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Ryan, a recent college graduate, possesses exemplary written and oral communication skills.

Ryan always received top marks for college writing assignments such as reports, and was a successful member of the school debate team.

7) As Ryan begins a job search, Ryan can expect that ________.

A) being an effective communicator will be a competitive advantage B) most post-secondary graduates possess similar communication skills C) employers will not be unduly impressed by these skills, as most people in the workplace have mastered them D) this ability might hinder opportunities as a job candidate E) excellent speaking skills will be a plus for job opportunities, but writing skills are taken for granted in the workplace Answer: A Explanation: Employers who recognize the value of communication skills may pay a premium to get employees with those skills. Strong communication skills are highly valued in the workplace. Thus, developing proficiency in this area can enhance your professional and personal success.

Diff: 2 Type: MC Objective: LO 1.1 8) In terms of Ryan's career, Ryan's communication skills ________.

A) will not help find a job but will help keep the job B) will give Ryan prestige in the job but will not make any difference in salary potential C) will be perceived as valuable by employers but cannot translate into monetary savings for the company D) may give an opportunity to produce documents that save money or generate income for the company E) may have a positive impact on Ryan's professional life but a negative impact on Ryan's personal life Answer: D Explanation: Even a small change in communication can have a large return on investment for an organization, enabling it to save money or generate income. A skilled communicator can improve a company's public image and employee satisfaction; earn up to three times as much as a poor communicator; and apply their communication skills to their personal life as well.

Diff: 2 Type: MC Objective: LO 1.1

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9) Research confirms that communication can help your career and your employer in all of the following ways EXCEPT which of the following?

A) Communication skills will help you find a job.

B) Communication skills will make employers overlook that you do not have the necessary qualifications for a job.

C) Communication skills will make you a more valuable employee.

D) Communication skills can improve your salary.

E) Communication skills can have a positive impact on your life outside of work.

Answer: B Explanation: Because communication is a valued commodity in the workplace, it can enhance your professional and personal success. Research confirms that it will help your career and your employer in all of the ways described in the other choices.

Diff: 1 Type: MC Objective: LO 1.1 Kaylin just graduated from college in June. For the last three years Kaylin successfully ran a small business at the school. The business arranged for the delivery of personalized birthday cakes and other gifts to students in the school. Since many of these students were from out of the province or even out of the country, this service provided a way for their family and friends back home to celebrate special occasions. Kaylin used social media like Facebook and Twitter to remind potential customers of upcoming birthdays and other gift-giving occasions such as holidays or campus events (care packages for mid-term exams, picnic packs to celebrate the arrival of spring after a snowy winter, etc.).

10) Prospective employers are likely to ________.

A) admire Kaylin's initiative but see little application to a "real job" B) think Kaylin should have focused on course studies while at school instead of on a side venture C) expect that Kaylin, as a successful entrepreneur, will have experience with many types of business communication D) place little value on a hobby that did not lead to many valuable skills E) impress upon Kaylin that real business communication will be very different from what Kaylin engaged in as an entrepreneur Answer: C Explanation: If you run your own small business as an entrepreneur, your communication abilities will be especially critical since most of the communication responsibilities will fall squarely on your shoulders.

Diff: 2 Type: MC Objective: LO 1.1

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11) How might companies view Kaylin's experience with social media?

A) While Facebook is a good way to keep in touch with family and friends, it does not have significance in the workplace.

B) Effective use of social media like Twitter can build a company's brand and extend its marketing reach.

C) Communication through social media is an inappropriate way for companies to try to market themselves.

D) Effective communication through a blog may build a company's brand at the expense of its employees' satisfaction.

E) Such use of social media is very difficult to duplicate and would not be likely to benefit the company that Kaylin works for.

Answer: B Explanation: Social media can create a community of people who share information about brands to increase product awareness. Businesses communicate all day, every day, with audiences they may never meet in person.

Diff: 2 Type: MC Objective: LO 1.2 12) Good business communication skills ________.

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

Diff: 1 Type: MC Objective: LO 1.1 13) Good business communication skills can have a positive impact on your life outside of work through all of the following applications EXCEPT A) negotiating a better deal on a car.

B) convincing your landlord to refund your security deposit.

C) persuading a merchant to give you a refund.

D) calculating your monthly expenses.

E) writing an effective application essay for graduate school.

Answer: D Explanation: All of the other choices involve developing, creating, delivering, and interpreting verbal and nonverbal messages. Computing your monthly expenses involves numbers and calculations, not conversation and persuasion.

Diff: 1 Type: MC Objective: LO 1.1 5 .

14) Which of the following is a form of social media?

A) company newsletter B) Facebook C) gathering with friends for lunch D) going to a movie E) Microsoft Excel Answer: B Explanation: Social media are web-based applications designed to promote social interaction.

All of the other choices are not examples of social media.

Diff: 1 Type: MC Objective: LO 1.2 15) As students pass through school, they do NOT always acquire sufficient communication skills. Why might that be?

A) Business communication is complex, even for dedicated students.

B) Most schools do not offer any business communication courses.

C) Business communication is an innate skill that cannot be taught.

D) You are either a good communicator or you are not.

E) Since many students perceive it to be such a difficult course, they are discouraged from taking it.

Answer: A Explanation: Some students do not take business communication courses, while others do but do not devote enough time to understanding what communication involves because they think it is an "easy" course. However, even for a dedicated student communicating well in a business context is complex.

Diff: 2 Type: MC Objective: LO 1.2 16) Which of the following is an example of unsuccessful communication?

A) ordering an item online and deciding after it arrives that you do not like it B) asking a friend for advice and then trying to apply it to your problem C) getting instructions on how to put something together and then assembling the item D) making an urgent request on a colleague's voice mail and getting no reply for a week E) writing a letter to a manufacturer complaining about a recent purchase and receiving a discount on a future purchase Answer: D Explanation: In this example your urgent request goes unanswered. Your colleague may have misunderstood your request or your message may have been unclear. There might even have been a technical problem with the recording or playing of the message.

Diff: 2 Type: MC Objective: LO 1.2

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17) Which of the following statements best expresses the goal of communication?

A) The goal of communication is for a receiver to decode a message.

B) The goal of communication is for a sender to transmit a message.

C) The goal of communication is to develop shared meaning by communicating in a dynamic loop.

D) The goal of communication is to select the appropriate channel for sending an encoded message.

E) The goal of communication is to maximize the potential for feedback.

Answer: C Explanation: The goal of communication is not just for a sender to transmit a message to a receiver, but for a sender and receiver to develop shared meaning by communicating in a dynamic loop, sending messages back and forth.

Diff: 2 Type: MC Objective: LO 1.2 18) Which of the following is an example of encoding a message?

A) deciding how to phrase a request to your boss for clarification on your new assignment B) deciding that text messaging is an inappropriate medium for communicating with your professor C) deciding to purchase a new smartphone so that you can check and send email while you are on the go D) deciding to toss out an advertisement that was mailed to you E) deciding to read an email sent by a friend Answer: A Explanation: Communication begins when the sender has something to "say" to a receiver. To communicate this thought, the sender must encode the message–put it into words, images, or actions.

Diff: 2 Type: MC Objective: LO 1.2 19) Deciding that an email is the best way to request information from a colleague for the proposal you are writing is an example of which step of the communication process?

A) Sender encodes a message.

B) Sender selects a medium.

C) Receiver decodes the message.

D) Receiver encodes feedback.

E) Sender and receiver close the communication loop.

Answer: B Explanation: The sender transmits a message to the receiver through a medium (a channel used to transmit the message), such as a face-to-face conversation, a phone conversation, a letter, or an email message.

Diff: 2 Type: MC Objective: LO 1.2

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20) When you ________ your message to the receiver, you also need to ________.

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

Diff: 2 Type: MC Objective: LO 1.2 21) The medium you choose to transmit your message ________.

A) makes no difference in how your message will be received B) will always be determined by your company's policy C) depends solely upon which method you are most comfortable with D) should support how the receiver will best process the information E) should be selected after the receiver decodes your message Answer: D Explanation: Determining the best way to phrase the message and the best medium to use requires that you understand the audience, the individual person or people for whom the message is intended, and the context, the set of circumstances in which you are communicating. The receiver's prior knowledge, experience, or expectations may affect the way they decode the message, which involves interpreting and attaching meaning to the words, images, and actions.

Diff: 2 Type: MC Objective: LO 1.2 22) The receiver decodes a message by ________.

A) putting it into words, images, or actions B) selecting a channel through which to transmit it C) interpreting its words, images, or actions and attaching meaning to them D) deciding which form of verbal or nonverbal response should be sent E) closing the dynamic loop (back and forth messages) Answer: C Explanation: This meaning is filtered by the receiver's knowledge, experience, and context.

Diff: 2 Type: MC Objective: LO 1.2

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23) ________ a message involves interpreting its words, images, and actions and attaching meaning to them.

A) Encoding B) Decoding C) Encrypting D) Channeling E) Blocking Answer: B Explanation: The meaning that a receiver attaches to a message that they decode is affected by their knowledge, experience, and context.

Diff: 1 Type: MC Objective: LO 1.2 24) When a message is decoded, the meaning that is attached to it is filtered by which of the following?

A) the transmittal medium B) the sender's experience C) the receiver's knowledge D) the feedback response E) the dynamic loop Answer: C Explanation: The receiver's prior knowledge, experience, or expectations may affect the way they decode the message, which involves interpreting and attaching meaning to the words, images, and actions.

Diff: 2 Type: MC Objective: LO 1.2 You email a fellow student requesting help on a class project and they send an angry reply stating that they do not believe in cheating.

25) What might you be thinking when you receive your classmate's reply?

A) Your classmate does not understand how to use email appropriately.

B) Your classmate may have had a bad experience in the past that caused them to misinterpret your request.

C) Your classmate should have used another communication medium to signal a negative response.

D) Your classmate is correct that a request for help must imply cheating.

E) Your classmate should have ignored your email request.

Answer: B Explanation: The receiver's prior knowledge, experience, or expectations may affect the way they decode the message, which involves interpreting and attaching meaning to the words, images, and actions. Since your fellow student read "help" and thought "cheat," they may have been asked in the past for help and found out that the classmate wanted to copy their work or have it done for them.

Diff: 2 Type: MC Objective: LO 1.2 9 .

26) The miscommunication between you and your classmate might have been avoided if ________.

A) you had been more specific about the type of help you wanted from your classmate B) your classmate had angrily deleted your email instead of replying to you C) you had used the same wording but sent your request as a letter instead of an email D) you had been more vague in your message about what you wanted E) your classmate went directly to your professor with their suspicions Answer: A Explanation: The receiver's prior knowledge, experience, or expectations may affect the way they decode the message, which involves interpreting and attaching meaning to the words, images, and actions. Since they interpreted "help" to mean "cheat," they may have had a bad experience in the past involving cheating. Avoiding ambiguity and specifying the help you wanted might have helped them understand that cheating is not what you intended.

Diff: 2 Type: MC Objective: LO 1.2 27) A(n) ________ is any obstacle that gets in the way of effective communication.

A) encoding B) decoder C) context D) barrier E) channel Answer: D Explanation: There are many barriers that can obstruct effective communication, for example a sender's ambiguity or a receiver's lack of knowledge.

Diff: 1 Type: MC Objective: LO 1.2 28) Which of the following is true about feedback?

A) Feedback must be verbal.

B) Feedback cannot include gestures.

C) Feedback may request clarification.

D) Feedback must be transmitted in the same medium as the original message.

E) Feedback hinders the communication process.

Answer: C Explanation: Feedback is any form of verbal or nonverbal response to a message sent from the recipient to the original sender.

Diff: 2 Type: MC Objective: LO 1.2

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29) Which of the following is an example of feedback?

A) nodding your head in agreement as a colleague describes a possible solution to a problem B) delivering a birthday card to a friend C) sending a text message to your friend inviting them to a movie D) forwarding a funny email that you just received to a group of friends E) purchasing new skates at Amazon.ca Answer: A Explanation: Feedback is any form of verbal or nonverbal response to a message sent from the recipient to the original sender. All of the other choices are feedback. This example does not involve a response to the original sender, but rather sharing information with a new audience.

Diff: 3 Type: MC Objective: LO 1.2 30) What is shaking your head in disapproval after your coworker makes a discriminatory statement an example of?

A) feedback B) decoding a message C) context D) a channel E) a barrier Answer: A Explanation: Feedback is any form of verbal or nonverbal response to a message sent from the recipient to the original sender.

Diff: 2 Type: MC Objective: LO 1.2 31) Hearing loss is an example of which type of barrier?

A) psychologic barrier B) semantic barrier C) language barrier D) physiological barrier E) mixed messages Answer: D Explanation: A physiological barrier arises from a receiver's physical state, for example hearing loss or a migraine headache.

Diff: 2 Type: MC Objective: LO 1.2

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32) ________ arise from language that is ambiguous or difficult to understand.

A) Psychological barriers B) Semantic barriers C) Language barriers D) Physiological barriers E) Mixed messages Answer: B Explanation: If a colleague rushes late into a meeting and says to you, "I was held up at the train station," you might ask if the robber had a gun, when your colleague simply meant that the train was delayed.

Diff: 2 Type: MC Objective: LO 1.2 33) Which type of barrier is it when a new employee does not know what is expected of them when asked to review the P&L? A) psychological barrier B) semantic barrier C) language barrier D) physiological barrier E) mixed message Answer: C Explanation: A language barrier arises from senders and receivers not using a shared language.

One example is someone new to a company or industry who does not understand its jargon, for example the fact that a P&L is a profit and loss statement.

Diff: 2 Type: MC Objective: LO 1.2 34) You joined a team just as it was finishing up a big and much anticipated project at your company. You feel a little insecure as the team's newest member and the one who contributed the least to this project. At the next staff meeting your boss thanks you for all your hard work in making the project a success. Instead of this making you feel good, you feel uncomfortable, interpreting the comment as a sarcastic remark about how little you actually participated in this project. What is this is an example of?

A) psychological barrier B) semantic barrier C) language barrier D) physiological barrier E) mixed message Answer: A Explanation: Psychological barriers arise from a receiver's attitudes toward the message or towards the sender. When you are upset, your emotions act as a barrier to effective communication.

Diff: 2 Type: MC Objective: LO 1.2

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Padma, an avid home cook, has no culinary training or experience in professional kitchens. One evening Padma hosts a dinner party and a friend, Tom, who manages a restaurant, is so impressed by the meal that Tom gives Padma the opportunity to work in the restaurant.

35) On the first night, Padma is asked to help plate the appetizers for the 4-top that just arrived.

Padma does not understand the request. The request is to arrange the appetizers on the proper serving dishes, along with the necessary garnishes and condiments, for the table of four diners that just arrived at the restaurant. What is this is an example of?

A) psychological barrier B) semantic barrier C) language barrier D) physiological barrier E) mixed message Answer: C Explanation: A language barrier arises from senders and receivers not using a shared language.

This does not necessarily mean that one is speaking English and the other another language. A less obvious example of a language barrier is when someone new to a company or industry does not understand its jargon. Not having worked in a restaurant before, Padma could not be expected to know what "plating" and "4-top" mean in this environment.

Diff: 2 Type: MC Objective: LO 1.2 36) Padma is assisting with the prep work for that evening's dinner service and the chef asks if the mise en place for the meat station is ready. Padma answers no; as Padma was asked to assemble and prepare ingredients, not to do mise en place. The chef storms off, angrily shouting for someone else to get it done. Padma mentions this to a coworker, who informs Padma that the French term "mise en place" translates to "set in place," and signifies the set-up of ingredients needed for a particular dish or area of the kitchen. Now Padma has to tell the angry chef that the job the chef just started someone else on is duplicating the prep work Padma has already done.

What is this is an example?

A) psychological barrier B) semantic barrier C) language barrier D) physiological barrier E) mixed message Answer: C Explanation: A language barrier arises from senders and receivers not using a shared language.

In this case Padma is unfamiliar with the French term "mise en place." Even if Padma spoke French, they might not know that in professional kitchen jargon this term means something very specific, namely the set-up of ingredients needed for a particular dish or station.

Diff: 3 Type: MC Objective: LO 1.2

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37) Padma is asked if they know how to make a red wine reduction. Padma looks down and quietly mumbles "sure," and starts wringing their hands. Padma is confused when the job of making the red wine reduction is assigned to someone else, as Padma answered affirmatively that they knew how to do it. Which of the following is the best explanation of what happened?

A) A psychological barrier has obstructed communication; by answering quietly, Padma is signalled that they were offended by the request.

B) A semantic barrier has occurred; since Padma answered "sure" instead of "yes," their answer was confusing.

C) A language barrier has obstructed communication; Padma should have said "yes" in several different languages to ensure that they were understood.

D) A physiological barrier has obstructed communication; by wringing their hands, Padma gave the impression that their hands hurt and that Padma could not perform the task.

E) A mixed message has obstructed communication; Padma's verbal and nonverbal responses communicated different things.

Answer: E Explanation: Padma's answer was "yes," but their quiet tone did not express confidence, and looking down and hand-wringing further expressed discomfort with this request. When verbal and nonverbal communications are at odds, a mixed message is said to have occurred.

Diff: 3 Type: MC Objective: LO 1.2 38) Effective communication is also challenging because it takes place in a specific context, which is defined as ________.

A) a set of circumstances that influences the purpose of communication, the best medium to use, and how receivers interpret messages B) a set of principles that guide decision-making and lead someone to do the right thing C) a medium used to transmit a message D) the process of working together to achieve a common goal E) the act of influencing or convincing your audience to accept your position Answer: A Explanation: Effective communication is also challenging because it takes place in a specific context or set of circumstances that influence the purpose of communication. It is the best medium to use, and how receivers interpret the message.

Diff: 2 Type: MC Objective: LO 1.2

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

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

Diff: 2 Type: MC Objective: LO 1.2 40) Communication typically occurs ________.

A) in a vacuum B) between two people C) between people with identical concerns D) among multiple people with different contexts E) among multiple people who encode and decode messages in exactly the same way Answer: D Explanation: Communication typically occurs among multiple people who encode and decode messages differently and who have different contexts, backgrounds, concerns, and agendas.

Diff: 2 Type: MC Objective: LO 1.2 41) Which of the following requires non-verbal communication skills?

A) phone calls B) podcasts C) teleconferences D) emails E) webcasts Answer: D Explanation: Email uses the written word, not the spoken word.

Diff: 1 Type: MC Objective: LO 1.2

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42) Caroline knows that while their oral presentation skills are stellar, their writing style could use a bit of work. Which of the following would be the best medium for Caroline to communicate effectively?

A) a podcast B) a wiki C) a blog D) a text chat E) an email Answer: A Explanation: A podcast is an oral communication method, while the other choices all involve the written word.

Diff: 1 Type: MC Objective: LO 1.2 43) Questions such as, "What is your goal?" and "How can you organize your message to state and support your main point?" are related to which characteristic of effective business communicators?

A) strategic B) professional C) ethical D) adaptable E) collaborative Answer: A Explanation: Strategic communicators are always making decisions and asking themselves questions such as these to ensure their messages are purposeful, audience-oriented, and (in many cases) persuasive.

Diff: 2 Type: MC Objective: LO 1.3 44) According to the text, which question is relevant to the strategic aspect of being an effective business communicator?

A) Is my message ethical?

B) What medium should I use for my message?

C) Am I communicating in a way that is appropriate to the situation?

D) Is my communication medium current with technology?

E) How can I make my message work with many cultures?

Answer: B Explanation: All of these questions are related to being an effective communicator, but only this choice is relevant to the strategic aspect. A strategic communicator is purposeful, audience-oriented, and (in many cases) persuasive.

Diff: 2 Type: MC Objective: LO 1.3

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45) According to the text, considering whether your message is appropriate to the situation is related to which characteristic of effective business communicators?

A) strategic B) professional C) technological D) adaptive E) collaborative Answer: B Explanation: The professional aspect of effective communication deals with being appropriate to the situation, being ethical, and being clear and concise.

Diff: 2 Type: MC Objective: LO 1.3 46) According to the text, which consideration is relevant to the adaptable characteristic of effective business communicators?

A) What do I want to accomplish with my message?

B) With whom should I communicate to accomplish my goal?

C) Is my message able to work with other cultures?

D) Is my message clear and concise?

E) Is my message ethical?

Answer: C Explanation: The adaptable characteristic of effective communicators involves being current with technology, being able to work with other cultures, and being collaborative.

Diff: 2 Type: MC Objective: LO 1.3 47) When communicating, being specific about your intended outcome is ________.

A) not recommended, as it is unprofessional B) risky, as it may offend some people C) a good idea, as it will make it harder for your audience to say no D) strategic, as it makes it easier for your audience to understand what you want them to do E) appropriate only when you know that your audience is likely to decline your request Answer: D Explanation: Successful business communicators plan their writing and speaking to achieve a specific purpose and an intended outcome. For example, when you write a cover letter for a job, the letter is effective if you get an interview.

Diff: 3 Type: MC Objective: LO 1.3

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48) When sending your message as an email, what is the purpose of the subject line?

A) It is unnecessary to have a subject line.

B) It should be omitted unless your email is a response to an earlier message.

C) It is best to include a general statement.

D) It should identify the purpose of the message.

E) It has no ability to capture the reader's attention.

Answer: D Explanation: A specific subject line that immediately alerts the reader to the purpose of the email will capture the reader's attention.

Diff: 3 Type: MC Objective: LO 1.3 49) What do good business communicators understand?

A) Their message must influence anyone who might come across it.

B) Their message must be able to reach their targeted audience.

C) Reaching an audience requires only that you be a good writer.

D) Being a good listener is not necessary to understand audience concerns.

E) Being a good reader is vital, as it is the only way to gain insight into audience's concerns.

Answer: B Explanation: Messages must reach and influence the audience, the individual or people for whom a message is intended. Being able to reach an audience requires that you be a good reader and listener to understand audience concerns and compose easy-to-read messages that address these concerns.

Diff: 2 Type: MC Objective: LO 1.3 You are organizing a charity event in which local high school students will participate in a two-day tennis tournament to raise funds for the renovation of the community tennis courts. This will involve communicating with students, their parents, school administrators, coaches, local businesses, and the general public.

50) One of your first tasks is to attract sponsors who will provide funding for the event in exchange for promotional considerations. Who should your audience be when you draft the letter trying to secure this funding?

A) students B) students' parents C) school administrators D) coaches E) local businesses Answer: E Explanation: You would look to local businesses to sponsor your event in exchange for promotional considerations such as publicity and branding of the tournament.

Diff: 2 Type: MC Objective: LO 1.3

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51) You are drafting a letter to high school tennis coaches asking them to help you recruit student tennis players for the tournament. What is the purpose of this letter?

A) to persuade the coaches to help B) to inform the coaches about the tournament C) to promote yourself and the tournament D) to ask for funding for the tournament E) to ask for a place to hold the tournament Answer: A Explanation: A persuasive communication emphasizes the benefits you are offering to your audience. A high school tennis coach would probably be very interested in helping their school's program and players, and, to a lesser degree, in helping the sport in general. Publicity for the sponsors would likely be of least interest to a high school coach.

Diff: 1 Type: MC Objective: LO 1.3 52) You are drafting an email to send to the parents of the students registered at local high schools to invite people from the community to the tournament and spread the word that the tournament is happening. Which of the following statements may be too informal for this type of letter?

A) This tournament will be a great opportunity for students from your community high school to demonstrate their skills and network with students from neighbouring schools.

B) You are invited to attend this charity event and show your support for your local high school students.

C) This event will raise funds for the renovation of the community tennis courts.

D) Hey Neighbour. Friends should be supportive of one another, so when you attend the event, we will collect a charitable donation from you; whether you like it or not. LOL! E) We need you! Please attend this charity event and show your support for your local high school students.

Answer: D Explanation: The informal style may be appropriate for your friends. However, informality in the workplace can be a problem because someone can forward your email to others at the company.

Diff: 2 Type: MC Objective: LO 1.3 53) What is active listening?

A) It is the same as hearing.

B) It is an innate skill that involves "reading between the lines."

C) It is a learned skill that requires focusing on the speaker.

D) It never involves feedback on the information.

E) It decreases the chances of correctly understanding the information.

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

Diff: 2 Type: MC Objective: LO 1.3 19 .

54) Melinda is talking to the supervisor, suggesting they implement a new process for their department. While Melinda is speaking, the boss is fidgeting in their seat and glances at their watch several times. When Melinda asks what they think, they stand up and walk out the door saying, "Sure, sure. It sounds interesting. Let us talk later." As an active listener Melinda ________.

A) will interpret this as an unequivocal acceptance of the suggestion B) knows that they will have to work out the details but the suggestion is definitely approved C) will perceive that the boss was in a hurry and that they will likely need to revisit this discussion D) knows that the boss was anxious to leave the room because they disliked the idea so much E) understands by the boss's nonverbal cues that they have rejected the idea, though in a way that spares Melinda's feelings Answer: C Explanation: An active listener will perceive emotional cues and body language, even when they are at odds with the words being spoken. The boss clearly seems anxious to leave the conversation. While this does not necessarily indicate that they dislike the idea and will not consider it, it seems to suggest that the boss might not have been focusing their full attention on it.

Diff: 3 Type: MC Objective: LO 1.3 55) Which of the following behaviours most likely indicates that the listener disagrees with the idea Melinda is hearing?

A) twirling their hair around their finger B) staring off into space C) jotting down notes on a pad D) rolling their eyes E) drumming their fingers on the table Answer: D Explanation: Rolling one's eyes is a gesture that indicates dislike or annoyance at what is being said. Most of the other behaviours indicate boredom or a lack of interest. Jotting down notes on a pad could indicate interest in the idea, but this could be in favour or against. The notes might even be about an entirely different subject, which would again demonstrate a lack of interest in the idea.

Diff: 2 Type: MC Objective: LO 1.3

20 .

56) An active listener does of which of the following?

A) lets personal bias dictate their understanding of a conversation B) understands that the words someone is saying are important and body language can be ignored C) takes things personally because they listen intently D) perceives body language E) multi-tasks when someone is speaking Answer: C Explanation: An active listener focuses attentively and actively works to understand and interpret the content, and then responds to acknowledge understanding.

Diff: 2 Type: MC Objective: LO 1.3 57) ________ is the process of influencing your audience to agree with your point of view, recommendation, or request.

A) Coercion B) Persuasion C) Active listening D) Encoding E) Channeling Answer: B Explanation: When you want to influence people's thoughts or actions, your message needs to be persuasive.

Diff: 1 Type: MC Objective: LO 1.3 58) Which of the following situations might your manager or coworkers consider professional behaviour?

A) Most days you arrive at work 10-15 minutes past your start time, but you are willing to stay late to makeup the time.

B) You spend the day at the beach wearing shorts and sandals and before you know it you must hurry off to teach a business course. You have not time to change, but you feel that as long as you make it to class on time your boss will be happy.

C) You are so interested in what your colleagues are saying that you jump right into the conversation whenever you can to share your ideas because you know your ideas are more important than those of other colleagues.

D) You are bored at a meeting so you are checking your cell phone for messages and games, but you are sure to multi-task so that you hear what the presenter is saying.

E) You ensure that you start each work day with a smile and are polite and pleasant with each customer and coworker you encounter.

Answer: E Explanation: Professionalism is expressed by your actions, your attire, your wording in an email, your body language during a meeting, your tone of voice on the telephone, and your attention to correct grammar and proofreading. It also involves living up to the standards of your profession, including ethical standards.

Diff: 1 Type: MC Objective: LO 1.3 21 .

59) Just as you're about to shut down your computer for the day, you remember that you need to send an update to your boss. You dash off a quick email and press send without spell checking or proofing it. What does doing this mean?

A) It is fine since this is not a formal report.

B) It is the right approach, since email does not require proofreading.

C) It is a poor idea, since you need to proofread and use correct grammar in all of your messages.

D) It is unprofessional, since doing so means failing to counter unstated objections.

E) It is unethical and may get you fired.

Answer: C Explanation: Failing to proofread and pay proper attention to grammar in an email to your boss may result in mistakes and typos that will project an unprofessional image. Your attention to these details, especially when communicating to a superior or a client, is very important.

Diff: 2 Type: MC Objective: LO 1.3 60) Which of the following behaviours best expresses professionalism?

A) slouching in your chair during an interview B) wearing frayed pants to a company luncheon C) texting a thank you message to an interviewer using acronyms and emoticons D) typing up an email to your boss on the fly, paying no attention to tone or grammar E) leaving early enough for a meeting so that, despite a traffic jam, you arrive a few minutes early Answer: E Explanation: Professionalism is expressed by your actions, attire, wording of messages, body language during meetings, tone of voice, and attention to grammar in all of your messages. By allowing enough time to ensure arriving at your meeting on time, you express professionalism and a respect for other people's time.

Diff: 1 Type: MC Objective: LO 1.3 61) Your audience will understand ________ language faster than ________ language.

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

Diff: 1 Type: MC Objective: LO 1.3

22 .

62) Which of the following responses demonstrates a lack of clarity?

A) "Where will we meet?" "We will meet at 3 p.m. today in meeting room AB1."

B) "Who should I speak with?" "Speak with Mohammad Khan in the IT department."

C) "How do I reach her?" "Call 416-289-3344 and dial extension 2265."

D) "How long should I bake this?" "Bake for one hour."

E) "Should I come to the meeting?" "You are welcome to attend but you do not really have to, although we may cover some important topics."

Answer: E Explanation: In business, people value clarity and conciseness because time is a scarce resource.

Diff: 1 Type: MC Objective: LO 1.3 63) ________ refers to the principles you use to guide decision making, leading you to do the right thing.

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

Diff: 1 Type: MC Objective: LO 1.3 64) Which of the following statements about technology is NOT true?

A) Technology reduces the distance between communicators.

B) Technology allows an immediate exchange of information across distance and time zones.

C) Technology changes very rapidly.

D) Technology is not prey to pitfalls so it eliminates the risk of failed communication.

E) Technology allows people to share documents instantaneously.

Answer: D Explanation: Technology traps abound and effective communicators know how to avoid them.

They include losing specialized fonts when moving a document to another computer, having photos turn up as boxes with red Xs, having colours change in a presentation in PowerPoint, and losing formatting in emails.

Diff: 2 Type: MC Objective: LO 1.3

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65) Which question best supports the "headline test"? This test may be used when you have an ethical dilemma.

A) Am I going to get ahead if I make this decision?

B) Who does this decision hurt?

C) What will my mother think if I make this decision?

D) How will I feel if this decision ends up in the news tomorrow?

E) How will my friends and family members treat me if I make this decision?

Answer: D Explanation: You will know you are struggling with an ethical dilemma if you find yourself contemplating the headline test. How would you feel if your communication choice resulted in a negative headline in the business section of a major news site?

Diff: 2 Type: MC Objective: LO 1.3 66) What should a good communicator know about technology?

A) They must know all technologies.

B) They know that all technology choices can be used interchangeably.

C) They understand that social media is inappropriate for business communication.

D) They keep current with new technologies and determine the best technology to use for a given task.

E) They avoid trendy new technology choices in favour of tried-and-true methods like phone calls, memos, and face-to-face meetings.

Answer: D Explanation: To best take advantage of technology, communicators continually need to ask three questions: 1) What is the best technology for the task? 2) How can I use technology to enable more effective communication? 3) How can I avoid unexpected problems that a new communication technology might create?

Diff: 2 Type: MC Objective: LO 1.3 67) ________ refers to the learned and shared attitudes and behaviours that characterize a group of people.

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

Diff: 1 Type: MC Objective: LO 1.3

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68) In the context of doing business with people of other cultures, what do effective communicators do?

A) memorize a list of cultural difference between countries B) are ready to adapt to different cultural needs C) ignore cultural differences and treat everyone equally D) treat others as they would like to be treated E) follow exclusively the communication conventions of their own culture Answer: B Explanation: By increasing your awareness of cultural differences and keeping an open dialogue with your colleagues, you can adapt your behaviour as needed. Adapting your communications style does not apply only to international communication. People who differ in age, gender, sexual orientation, gender identity, physical ability, and other types of diversity may also experience issues with communication.

Diff: 2 Type: MC Objective: LO 1.3 69) What is cultural sensitivity?

A) It refers only to international communication.

B) It deals exclusively with people who are non-native English speakers.

C) It does not refer to cultural differences among people of different ages.

D) It may include cultural differences between people of different genders.

E) It is impossible given the diversity in the world today.

Answer: D Explanation: People who differ in age and gender may also be separated by cultural differences.

Diff: 2 Type: MC Objective: LO 1.3 70) ________ is defined as the process of working together to achieve a common goal.

A) Professionalism B) Collaboration C) Persuasion D) Active listening E) Communication Answer: B Explanation: This is crucial in the workplace since so many projects are team-based.

Diff: 1 Type: MC Objective: LO 1.3 71) You are collaborating on a report with a coworker and want to share the latest version of your document. The most efficient method would be to call your coworker on the phone and describe the changes you have made.

Answer: FALSE Explanation: The communication skills you have already developed will be valuable to you in the workplace, where communication is considered to be the most important of all abilities you can possess.

Diff: 1 Type: TF Objective: LO 1.3 25 .

72) The changing nature of work is increasing the demand not only for technical skills but for social and emotional skills (SES) like communication, leadership, cultural competence, resiliency, problem solving, and collaboration.

Answer: TRUE Explanation: The changing nature of work is increasing the demand not only for technical skills but for social and emotional skills (SES) like communication, leadership, cultural competence, resiliency, problem solving, and collaboration.

Diff: 1 Type: TF Objective: LO 1.1 73) Although communication skills are valued by employers, they are most applicable to senior management positions.

Answer: FALSE Explanation: The Business Council of Canada surveyed 95 leading Canadian employers to produce its 2018 report, Navigating Change. The report identified collaboration, teamwork, interpersonal skills, and communications skills as the top requirements for entry-level hires.

Diff: 2 Type: TF Objective: LO 1.1 74) Since communication skills like speaking and writing are so important, most people find them easy to develop.

Answer: FALSE Explanation: Communicating well in business is complex. Business communication is typically goal oriented. The goal may be to ask, instruct, inform, persuade, or reach agreement. To achieve the goal, communicators and their audiences send messages back and forth until the sender and receiver achieve shared meaning.

Diff: 2 Type: TF Objective: LO 1.2 75) Gesturing to some friends across the room to wait for you is not an example of communication, since no written or spoken language is involved.

Answer: FALSE Explanation: Communication may be verbal or nonverbal.

Diff: 2 Type: TF Objective: LO 1.3 76) Research has shown companies that communicate effectively financially outperform companies that communicate less effectively.

Answer: TRUE Explanation: Consulting firm Towers Watson found this in a 2011 study.

Diff: 1 Type: TF Objective: LO 1.1

26 .

77) Improving your communications skills in speaking, writing clearly, being aware of who will receive your message, listening to others, and persuading others may improve your relationships with friends and family.

Answer: TRUE Explanation: If you improve your communications skills (such as speaking, writing clearly, being aware of who will receive your message, listening to others, and persuading others), you can apply these skills in your personal life to improve your relationships with friends and family.

Diff: 1 Type: TF Objective: LO 1.1 78) Most students acquire sufficient communication skills as they go through school.

Answer: FALSE Explanation: Why do so many students graduate without sufficient communication skills?

Some students do not take business communication courses. Others may take a course but not devote enough time to understanding what communication involves because they think it is an "easy" class. However, even for a dedicated student, communicating well in business is complex.

Diff: 2 Type: TF Objective: LO 1.2 79) One of the goals of communication is to avoid participating in a dynamic loop (sending messages back and forth).

Answer: FALSE Explanation: The goal of communication is actually to develop shared meaning by communicating in a dynamic loop, sending and receiving messages back and forth.

Diff: 2 Type: TF Objective: LO 1.2 80) Deciding that you should have a face-to-face conversation with your boss to receive clarification on an assignment is an example of the sender selecting a communication medium.

Answer: TRUE Explanation: The sender transmits a message to the receiver through a medium–a channel used to transmit the message. This medium could be a letter, an email, a face-to-face conversation, etc.

Diff: 2 Type: TF Objective: LO 1.2 81) Deciding how best to phrase a request to a coworker for the information that you need to create a proposal is an example of decoding a message.

Answer: FALSE Explanation: When you communicate a request by putting it into words, images, or actions, you are encoding a message. When you interpret the words and actions of a message and attach meaning to them, you are decoding a message.

Diff: 2 Type: TF Objective: LO 1.2

27 .

82) After receiving an email from your boss asking if you are free to help with a project on Saturday, you reply with an email asking how long it will take and what you will be required to do. This is an example of feedback.

Answer: TRUE Explanation: Feedback is any form of verbal or nonverbal response to a message sent from the recipient to the original sender. It may be a quick response to the request, a request for clarification, or the addition of new ideas to think about.

Diff: 1 Type: TF Objective: LO 1.2 83) Barriers to communication can occur at any point in the communication process.

Answer: TRUE Explanation: Obstacles to communication can occur at any point in the communication process.

Diff: 1 Type: TF Objective: LO 1.2 84) A mixed message occurs when the sender transmits a message in a language that is not spoken or understood by the receiver.

Answer: FALSE Explanation: When the sender and receiver do not use a shared language, this is called a language barrier. A mixed message arises from a conflict between verbal and nonverbal communication.

Diff: 2 Type: TF Objective: LO 1.2 85) The transactional model of communication is comprehensive and captures all the complexities of the communication process in a dynamic business environment.

Answer: FALSE Explanation: The transactional model is too limited to capture all the complexities of communication. It depicts communication as happening between two people, however it typically occurs among multiple people with different contexts, backgrounds, agendas, etc.

Diff: 1 Type: TF Objective: LO 1.2 86) A communication strategy is a plan for what and how to communicate to ensure that your message achieves its purpose.

Answer: TRUE Explanation: The best communicators always have a communication strategy to make sure their messages are purposeful, audience-oriented, and, in many cases, persuasive.

Diff: 1 Type: TF Objective: LO 1.3

28 .

87) Communication is all about self-expression.

Answer: FALSE Explanation: Good business communicators understand that their messages must reach and influence their audience. Being able to reach an audience means first being a good reader and listener so that you can understand audience concerns.

Diff: 1 Type: TF Objective: LO 1.3 88) Research suggest that people in the workplace spend much less of their communication time listening than they do speaking, reading, or writing.

Answer: FALSE Explanation: Research suggests more time is spent listening than on the other aspects of communication. Being a good listener is arguably even more important than being a good reader.

Diff: 2 Type: TF Objective: LO 1.3 89) Active listening is an innate skill.

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

Diff: 2 Type: TF Objective: LO 1.3 90) As a good communicator, you need to know all technologies.

Answer: FALSE Explanation: You do not need to know all technologies, but you do need to think about the implications of technology choices and use your options wisely.

Diff: 2 Type: TF Objective: LO 1.3 91) Given that communication skills are so important to success in the workplace and are highly desired by employers, why do you think that so many university and even graduate school graduates are lacking in these skills?

Answer: Since communication is something we all do, every day, people might think that they already possess sufficient communication skills and not think of it as an area in which they need to improve. If someone needs to learn a skill that they do not possess at all, they are likely to see it as something difficult and worthy of learning. But since most people already know how to make a phone call, write a letter, or send an email, they do not necessarily appreciate the nuances involved in adapting their communication skills to the workplace. They also might not realize how important it is to communicate correctly the first time with a minimum of confusion and antagonism. Also, it can be hard to quantify communication skills, so students are not able to evaluate their proficiency in this area.

Diff: 3 Type: ES Objective: LO 1.2

29 .

92) Padma, an avid home cook, has no culinary training or experience in professional kitchens.

After hosting a dinner party, Tom, a friend who manages a restaurant, is so impressed with the meal that Tom gives Padma the opportunity to work in the restaurant. Describe some of the communication challenges that Padma may face as Padma works in a professional kitchen for the first time.

Answer: As someone without formal training or restaurant experience, Padma may not be familiar with the jargon used in this environment. Phrases like "2-top," "plating," and "refire" mean specific things in this setting that Padma may not be aware of, and they may misunderstand or need to ask for clarification of these terms. Depending on the cuisine at the restaurant, language may also be an issue. For example, if it is an Italian restaurant with Italian employees, Padma may run into a problem if they do not speak Italian as well. Both of these are examples of language barriers, which arise from senders and receivers not using a shared language.

Psychological barriers may also present a problem. If other employees resent Padma for getting the job through a friend, without the usual training and education, their emotions may act as a barrier to effective communication. Physiological barriers could be present as well. Kitchens can be loud, hectic places with lots of noise generated by the kitchen appliances and equipment. This is especially true for someone not used to such an environment, and could lead to a headache and/or make hearing difficult, both of which could interfere with even the simplest communication.

Diff: 3 Type: ES Objective: LO 1.2 93) Discuss why selection of the communication medium is so important.

Answer: There are many different channels through which to communicate: letter, email, phone conversation, voice mail, face-to-face meeting, social media, etc. When you choose your channel, you should pick the one that best supports the purpose of your message. Imagine that you need to make a request of a coworker. Is it an easy request to explain that could be accomplished with a brief phone chat? Or does it require a more complex explanation that would best be served by a well-organized written document? You must also consider the channel that will best allow the receiver to process the information you are communicating. While a short chat may seem the quickest way to make your request to a coworker, it might have pitfalls. The coworker may be busy at the time of an unexpected phone call and not have the ability to properly focus on your request while you are speaking. Consequently, they may not understand what you are asking and either incorrectly fulfill your request, or need to keep contacting you with questions. A written document, on the other hand, would allow your coworker to refer back to details of your request without asking for clarification. So, the selection of the communication medium has a great effect on whether or not your message is clearly communicated and correctly decoded by your receiver.

Diff: 3 Type: ES Objective: LO 1.2

30 .

94) Consider the various barriers to communication, and discuss how they might play out in professional situations.

Answer: Physiological barriers arise from a receiver's physical state. If you work with patients at a hospital, their physical states (confusion, dizziness, nausea, pain, etc.) might create barriers to communication. These might be dealt with by speaking more slowly and clearly, repeating oneself, etc. Language barriers can occur due to unfamiliarity with the jargon used in a particular business. In law enforcement, numerical codes are often used to describe situations and infractions, so someone unfamiliar with this jargon might mix up the codes and have to ask for clarification. In a professional setting where one company takes over another, there may be resentment on the part of employees when the new company imposes its policies and procedures.

Being sensitive to the psychological state of the employees and taking care not to phrase changes so that they sound like criticisms of the old ways will facilitate communication and probably compliance as well. There are many other examples that can illustrate each of the communication barriers.

Diff: 3 Type: ES Objective: LO 1.2 95) Why is it important to be aware of the different types of barriers to communication?

Answer: There are many barriers to communication and they can occur at any point in the communication process. The reason you should be familiar with them is not so that you can academically catalogue them as they occur or impress a colleague by pointing out what type of barrier resulted in a miscommunication. You should be aware of them so that you can anticipate and avoid them as much as possible, and deal with them appropriately when they do occur. In some situations this is more obvious than others. If, for example, you are communicating with someone who speaks another language, you will need an interpreter who is sensitive to communicating as clearly as possible. Other barriers may be less obvious, like using idiomatic expressions that can be misunderstood. Being aware of such expressions and avoiding them is a good idea. Also, paying attention to the body language you are using can help avoid sending mixed messages. If you say you're excited to be part of a new project team, but keep fidgeting during the meeting and looking at the clock, your body language is giving the opposite impression of your spoken words.

Diff: 3 Type: ES Objective: LO 1.2

31 .

96) Kaylin just graduated from college in June. For the last three years Kaylin successfully ran a small business at the school. Kaylin's business arranged for the delivery of personalized birthday cakes and other gifts to students in the school. Since many of these students were from out of the province or even out of the country, this service provided a way for their family and friends back home to celebrate special occasions. Kaylin used social media like Facebook and Twitter to remind potential customers of upcoming birthdays and other gift-giving occasions such as holidays or campus events (care packages for mid-term exams, picnic packs to celebrate the arrival of spring after a snowy winter, etc.). Describe some of the communication issues related to Kaylin's business.

Answer: For a small business such as Kaylin's, Kaylin would not be in a position to advertise their business in traditional media outlets, so they would need to communicate to their potential customers directly to let them know about services offered. Kaylin would have to communicate clearly what they are providing and what steps customers would need to take to order services/products. Social media like Facebook and Twitter would be useful tools, but some of the target audience (parents, grandparents, etc.) might not be familiar or comfortable with these means of communication. In cases where the family and friends of the student were non-English speakers, they might also face language barriers. Kaylin would have to communicate clearly and carefully to avoid ambiguous language and semantic barriers. Kaylin would have to be strategic, professional, and adaptable in communications in order to be successful in this venture.

Diff: 3 Type: ES Objective: LO 1.2

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97) Reshmetie works in the main office at a public elementary school. After only a week on the job, Reshmetie has been asked to deal with a difficult situation. The kindergarten teachers were finding that many of their students' parents were lingering in their classrooms past the start of the school day, consequently making the emotional transition harder for their children. The parents were also crowding the limited physical space within the classrooms and hallways. Reshmetie has been asked to draft a notice to be distributed to the kindergarteners' parents to try to rectify this problem. Reshmetie believes this is a simple enough task and writes the notice below.

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

Discuss the draft and how you might improve it.

Answer: This notice is too blunt and too vague. The parents are probably lingering because they are worried about their children starting school and want to stay and support them. This message will likely suffer from a psychological barrier, as it fails to take their emotional state into account. Wording the message more gently and explaining that this request is aimed at making things better for their children would likely make parents more willing to accept the message and comply with it. A semantic barrier is also likely. The message says parents are remaining for "too long," which is vague and still leaves it to parents to judge when they should leave. To ensure that parents comply, the message should provide a specific instruction (leave immediately, may stay until 8:30 am, etc.). Another problem might be a language barrier. Some parents might not be native English speakers, so translating the message into other languages might be wise.

The message should be strategic, professional, and adaptable. It would be better to be audience-oriented, designed with parents' concerns and likely reactions in mind. Putting it into the context of understanding the parents' motivation for lingering in the classroom, but explaining that this is actually making the children's transition more difficult, may persuade them to comply. The notice should also be specific as to the behaviour the parents are expected to adopt. Issuing a solution-oriented message would make it more likely for the audience to comply. To be professional, Reshmetie should remember that this message is directed at parents, not students, so it should not talk down to them or treat them as if they are children. It should also be appropriate to the situation. The original is vaguely accusatory, blaming the audience. It is not clear whether the parents have already been told that their behaviour is problematic, so expecting them to follow a rule that they may not know and chastising them for it will likely anger the audience. To be adaptable, the message should be available in English and any other language spoken by the school community. It should be available as a flyer handed out to parents, and also as a posting on the school website, an email to the kindergarten parents, etc.

Diff: 3 Type: ES Objective: LO 1.3

33 .

98) You are organizing a charity event in which local high school students will participate in a two-day tennis tournament to raise funds for the renovation of the community tennis courts. This will involve communicating with students, their parents, school administrators, coaches, local businesses, and the general public. Discuss some of the communication tasks and challenges you will face in organizing this event.

Answer: To organize this event you will need to communicate with coaches to find students willing to compete and then contact the students to see if they are interested in participating.

Since they are high school students you will also need to communicate with their parents and perhaps school administrators to obtain their permission. To run any event you need financial resources, so you will need to communicate with local businesses and convince them to donate their goods, services, and dollars to sponsor your event. One of the biggest challenges will be dealing with multiple audiences. While all are involved in the same event, student players, parents, coaches, school administrators, and local businesses will have varying concerns and viewpoints. When trying to secure funding from local sponsors, for example, you will want to emphasize the benefits to them, including advertising and branding opportunities. Yet emphasizing the commercial aspect of the event would not be useful with players, parents, coaches, or school administrators. You will need to use your reading and listening skills to gain insights into the particular concerns of each audience and craft your messages with these in mind. In some cases, a message may address multiple groups and you will have to juggle and balance the concerns of the various segments of your audience. In all your communication you will need to avoid barriers. In this case, most likely semantic and language barriers. You will also need to promote your event and sell tickets to the general public. Using the various forms of technology and social media available can be a big help to you in this regard.

Diff: 3 Type: ES Objective: LO 1.2 99) You have an interview for an internship that you really want. Discuss the ways in which you can display professionalism in this situation.

Answer: Your actions, attire, body language, tone of voice, and attention to accuracy in written documents are all ways to express professionalism. Do some research to prepare for the interview. This will show the organization that your interest is serious and you are motivated to prove it. Express appreciation for the interviewer's time in meeting with you. Wear clothing that is appropriate to the situation, possibly a conservative outfit like a suit (depending on the nature of the business). During the interview, pay attention to your body language. Make eye contact and sit up straight and attentively in your chair. Try not to glance at your watch, as it will appear that you are bored or anxious to leave. After you have left the interview it is good etiquette to send a thank you message. Be sure to spell check and proofread it to show that you are serious about your interest in this internship.

Diff: 3 Type: ES Objective: LO 1.3

34 .

100) Describe the "headline test" in the context of professional business communication.

Answer: When you are facing an ethical challenge, you can use the "headline test" to assess your proposed course of action. Sum up your actions as the headline of a newspaper article and imagine how reading it would make you feel. If the headline makes you feel uncomfortable or guilty about your actions, this is a sign that you have probably acted against your own ethical principles.

Diff: 3 Type: ES Objective: LO 1.3 101) You are attending a lunch meeting with your manager and a potential customer. Describe four (4) behaviours that you will exhibit in order to demonstrate appropriate professionalism.

Answer: 1) Active listening; 2) Appropriate to the situation; 3) Clear and concise, and 4) Ethical. During a business luncheon, professionalism requires that you observe etiquette and actively participate in conversations without disrespecting others. Communication with a manager and customer should be more formal than when speaking to friends or family.

Communication should be clear and concise (avoid mixed messages). Use manners such as saying, "please" and "thank you." Avoid using jargon if the customer is not familiar with specific company terms. Listen actively and let the customer and your manager know you understand by nodding when appropriate and asking clarifying questions as needed. Be ethical in everything you say and offer to do. Understand the purpose of the luncheon/meeting to ensure you ask the right questions and keep the conversation on topic so as not to waste your customer's time, and to retain a professional image. Your communication should address the questions on the audience's mind and anticipate the possible objections.

Diff: 3 Type: ES Objective: LO 1.3

35 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 2 Managing the Communication Process: Analyzing, Composing, Evaluating 1) In the ACE process for communication, the first step is ________.

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

Diff: 1 Type: MC Objective: LO 2.1 2) In the ACE process for communication, the second step is ________.

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

Diff: 1 Type: MC Objective: LO 2.1 3) In the first step of ACE you analyze all of the following EXCEPT A) your purpose.

B) your audience.

C) the necessary content.

D) the appropriate formatting conventions.

E) the best medium for delivering your message.

Answer: D Explanation: In the first step of ACE you analyze the four elements listed in the other choices.

Formatting decisions come during the second step, composing.

Diff: 2 Type: MC Objective: LO 2.1

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4) You want to ask your supervisor about working flexible hours. You think that their first concern will be whether you will still be able to accomplish all your necessary tasks. You have found some research showing that flex-time employees are generally more productive than standard scheduled workers. You think an email would probably be the best way to open the discussion so that your supervisor can have time to digest the information and consider your proposal. You are engaged in which step of the ACE process?

A) adapting B) analyzing C) considering D) composing E) evaluating Answer: B Explanation: These actions are part of the first step of the ACE process, analyzing. Before composing, analyze your purpose, your audience, the content they need, and the best medium for your message.

Diff: 2 Type: MC Objective: LO 2.1 5) Composing involves all of the following EXCEPT A) putting words on paper.

B) speaking words aloud.

C) organizing your content.

D) formatting with paragraphs and headings.

E) revising word usage and style.

Answer: E Explanation: All of the other choices are included in the composing step of the ACE process.

Revising word usage and style are part of the last step, evaluating.

Diff: 2 Type: MC Objective: LO 2.1 6) The final step of the ACE process, evaluating, includes ________.

A) drafting your message B) analyzing your audience C) selecting the best medium D) considering feedback E) determining your purpose Answer: D Explanation: The evaluating step is the process of checking your message on multiple levels.

Considering feedback from others about your draft is part of this process. The other choices describe aspects of the analyzing and composing steps of the process.

Diff: 2 Type: MC Objective: LO 2.1

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7) Reviewing your message and considering feedback ________.

A) is an unaffordable luxury for all but the most formal business communications B) may lead back to analysis and a reconsideration of decisions about purpose, audience, content, and medium C) is part of composing, the second step of the ACE process D) will be time consuming and unnecessary E) sets the stage for your business message, which helps you make good decisions, and should be done before you begin composing Answer: B Explanation: This circular approach helps ensure effective communication.

Diff: 2 Type: MC Objective: LO 2.1 You receive a flyer in the mail telling you about the new and improved cleaning power of Brite laundry soap.

8) Which of the following is most likely the purpose of this message?

A) to document the scientific advances in laundry soap B) to describe the technology that led to the new formula for Brite C) to congratulate Brite's research department on their achievements D) to persuade customers to buy Brite E) to analyze the likelihood that customers will try Brite Answer: D Explanation: Communicating with potential customers about a product is done to try and convince consumers to make a purchase. While the ad might describe the technology and scientific advances, or even congratulate the researchers who came up with it, this is all done to convince consumers to purchase the product.

Diff: 2 Type: MC Objective: LO 2.1 9) Which of the following is most likely the desired outcome of this message?

A) The recipient will decide to purchase Brite.

B) The recipient will be impressed by the new cleaning power of Brite.

C) The recipient will do their laundry.

D) The recipient will throw away packages of Brite with the old formula.

E) The recipient will compare Brite with other laundry soaps.

Answer: A Explanation: The ultimate goal of an advertising message is for the audience to purchase the good or service being advertised. While the other choices are potential reactions to this message, and ones that might eventually lead to a purchase, the desired outcome is for the consumer to purchase the product.

Diff: 2 Type: MC Objective: LO 2.1

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10) If the purpose of your message is to ask local businesses to sponsor your event, what would your desired outcome most likely be?

A) to inform them about your event B) to promote understanding about your event's goal C) to propose ways in which they could help D) that the business will donate their goods and services E) that the business will be excited about your event Answer: D Explanation: The desired outcome is what you want your audience to know or do as a result of the communication. While the other choices are related to your goal, what you ultimately want a business to do is sponsor the event by donating goods and services.

Diff: 2 Type: MC Objective: LO 2.1 11) If the ________ of your message is to ask your professor for an extension on a deadline, your ________ would be to get additional time to complete your assignment.

A) purpose; analysis B) purpose; desired outcome C) desired outcome; analysis D) desired outcome; purpose E) analysis; purpose Answer: B Explanation: Every business message has a purpose and a desired outcome (what you want your audience to know or actually do as a result of the communication). The purpose is why you are communicating the outcome you want to achieve.

Diff: 2 Type: MC Objective: LO 2.1 12) If the purpose of your message is to inform parents about the new dismissal procedure designed to alleviate problems with the current process at your school, which of the following best represents the desired outcome of your message?

A) Parents will analyze the situation themselves.

B) Parents will be willing to help.

C) Parents will want to improve their children's experience.

D) Parents will follow the new process that you are implementing.

E) Parents will become involved in their children's educational goals.

Answer: D Explanation: The desired outcome of a message is what you actually want your audience to do as a result of the communication. If there is a problem with the current procedure at dismissal, your desired outcome to get parents to follow the new procedure you have created to address the issue. The other choices are less relevant or less specific than this outcome.

Diff: 3 Type: MC Objective: LO 2.1

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13) Keeping your purpose and desired outcome in mind as you write your message helps you evaluate whether your content ________.

A) supports your goal B) is formatted correctly C) uses the proper headings and subheadings D) has appropriate word usage E) is responsive to feedback Answer: A Explanation: Thinking about your outcome often helps you refine your purpose and provide the content necessary to persuade the audience to do what you want.

Diff: 2 Type: MC Objective: LO 2.1 14) Which of the following communications will likely require persuasion?

A) informing a colleague about a room change for a meeting B) sharing the minutes of the most recent team meeting C) asking your boss to move you to a different project team D) providing instructions for the new log-in procedure E) issuing a progress report to your client Answer: C Explanation: If your communication is purely informative, no persuasion is necessary. This choice is not just informative, so persuasion will likely be required.

Diff: 2 Type: MC Objective: LO 2.1 15) Which of the following statements is NOT correct?

A) Persuasion is the ability to influence an audience to agree with your point of view.

B) Persuasion is necessary for all business communication.

C) Persuasion involves convincing the recipient of your message to accept your recommendation.

D) Persuasion is not required for purely informative communication.

E) Persuasion is used to get the reader to grant your request.

Answer: B Explanation: If your communication is purely informative, no persuasion is necessary. For example, meeting minutes, instructions, and progress reports do not require persuasion.

Diff: 3 Type: MC Objective: LO 2.1

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

A) Provide research that shows that this arrangement is workable and often results in increased productivity.

B) Provide the names of employees who would be interested in working a flex-time schedule.

C) Express how happy it would make you to have the flexibility to accommodate your personal interests.

D) List the many leisure activities that employees would be able to engage in if the flex-time schedule were implemented.

E) State that the company your friend works for is considering a flex-time schedule.

Answer: A Explanation: Persuasion involves influencing a recipient to agree with an idea or take action. If you can show your boss research that documents increased productivity in the workplace resulting from a flex-time schedule, your boss might be convinced to implement it. The other choices do less to show your boss why this idea is a good idea from their point of view. While knowing the interest level in the office is relevant, if you cannot show your boss that the idea is desirable from their perspective, you will not be able to convince them.

Diff: 3 Type: MC Objective: LO 2.1 17) Who is the primary audience of a message?

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

Diff: 2 Type: MC Objective: LO 2.1 18) You come up with a cost-cutting measure for your department and email the idea to your supervisor. They are so impressed by it that your supervisor forwards your message to the other members of your department, as well as the heads of operations and IT. Who is the secondary audience of your message?

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

Diff: 2 Type: MC Objective: LO 2.1 6 .

19) When conducting the audience analysis for a persuasive message, which of the following is NOT one of the recommended questions?

A) What does the primary and secondary audience already know?

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

C) When does the audience need this information?

D) How will the audience react to this information?

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

Answer: E Explanation: Unfortunately, people who are trying to persuade others often make the mistake of emphasizing their own benefits. You should ask the question, "How will my audience benefit from my idea or proposal?"

Diff: 2 Type: MC Objective: LO 2.1 Your company plans to increase the monthly fees it charges clients starting in September. You are drafting a letter to mail to your clients to inform them of this increase and hopefully persuade them to keep their business with you.

20) In analyzing your audience, you determine that ________.

A) the clients need to be made aware of the fees they currently pay B) the clients need to know how your company will use the revenue from the fee increase C) the clients do not need this information until September, since that is when the increase will go into effect D) the clients need to be told what the new fee structure is E) the clients cannot be expected to understand your message Answer: D Explanation: The clients need to know what the new fees are to determine if they are willing to pay more for your services. They already know the fees they pay now. It is not their concern how your company will use the money generated by the increase. The clients need to know about the increase before September so that they can make other arrangements if they so desire. You must always strive to create a message that your audience will understand.

Diff: 2 Type: MC Objective: LO 2.1 21) Which of the following statements would be best to include in this letter?

A) This increase will allow us to give well-deserved bonuses to our salespeople.

B) This increase will allow us to upgrade our infrastructure and better compete with our rivals.

C) This increase will allow us to embark on an aggressive media campaign to woo new clients.

D) This increase will allow us to provide you with additional benefits and 24-hour support.

E) This increase will allow us to pay down some long-term debt.

Answer: D Explanation: To be persuasive, it is important to analyze audience benefits. This statement most clearly focuses on what clients will gain; the other choices focus on benefits to your company.

Diff: 3 Type: MC Objective: LO 2.1 7 .

22) Why should a persuasive letter like this focus on audience benefits?

A) People are selfish and will not be interested if they know that you are also getting benefits from the arrangement.

B) People will not pay attention unless the focus is on them.

C) To convince someone to do what you want, you have to show them what is in it for them.

D) To influence someone's behaviour, you should overstate the benefits if necessary.

E) People are more likely to accept your idea if you let them know how it will benefit you.

Answer: C Explanation: People are more likely to go along with your proposal if they understand the advantages they–or their business–will gain from granting your request.

Diff: 3 Type: MC Objective: LO 2.1 23) All of the following are examples of internal sources EXCEPT A) a company report.

B) an industry journal.

C) a memo from your supervisor.

D) your HR department.

E) your company's employee handbook.

Answer: B Explanation: An industry journal is an external source, as are web-based search tools and experts outside your company. The other choices are all internal sources.

Diff: 1 Type: MC Objective: LO 2.1 24) Primary research ________.

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

Diff: 2 Type: MC Objective: LO 2.1

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25) When choosing the delivery option of your message, ________.

A) all the methods have the same advantages B) all the methods have pros and cons, so selection does not matter much C) choosing the best medium for your message is challenging D) new mediums are not appropriate for business communications E) a blog should not be used to generate discussion Answer: C Explanation: Methods have various advantages and disadvantages, so choosing the method best suited to your message's needs will be challenging.

Diff: 1 Type: MC Objective: LO 2.1 26) When selecting the medium for a message, email ________.

A) is not efficient for disseminating information to many people B) ensures immediate feedback C) may not be appropriate for sending sensitive content D) cannot create a permanent record E) does not allow for quick communication Answer: C Explanation: Since it may not be a private and secure medium, email may not be appropriate for sensitive content.

Diff: 2 Type: MC Objective: LO 2.1 27) Which of the following is a disadvantage of communicating a message over the phone?

A) It allows personal explanation targeted to an individual.

B) It is usually permanently documented.

C) It can provide immediate feedback if the person answers the phone.

D) It allows short messages to be delivered via voice mail if individuals do not answer the call.

E) It is time consuming if individual calls need to be made to several people.

Answer: E Explanation: This is a disadvantage of using the phone, as is the fact that a call is NOT usually permanently recorded. The remaining choices are advantages to using the telephone.

Diff: 2 Type: MC Objective: LO 2.1

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28) Shannon needs to deliver some information quickly to a large group of people. Which of the following would be the best choice of medium?

A) email B) phone C) memo D) letter E) one-on-one conversations Answer: A Explanation: Advantages to email are that it allows quick communication and can be sent to one or many people. The other methods are more time-consuming or less efficient for this situation.

Diff: 2 Type: MC Objective: LO 2.1 29) Tyrone decides that the best medium to use for a specific business message is a letter. Which of the following is TRUE about the message Tyrone is communicating?

A) It must be delivered immediately.

B) It requires immediate feedback.

C) It will project a less formal image than email.

D) It will leave a permanent record.

E) It allows interactive communication.

Answer: D Explanation: Printed on letterhead and sent to audiences outside the organization, letters obviously create a permanent record. They do not allow for immediate feedback or interactive communication, take at least a day to deliver, and project a more formal image than email.

Diff: 2 Type: MC Objective: LO 2.1 30) Key decisions that you make in the composing process include all of the following EXCEPT A) how to create a good environment for composing.

B) how to organize your thoughts.

C) how to get through a first draft quickly.

D) how to plan an effective format.

E) how to analyze your audience and their needs.

Answer: E Explanation: Analyzing your audience is part of the first step of the ACE process, and should be completed before you start composing.

Diff: 1 Type: MC Objective: LO 2.2

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31) Simple, well-planned messages ________.

A) do not require a first draft B) should have exactly one draft C) benefit from at least two drafts D) require at least three drafts E) tend to write themselves Answer: C Explanation: The first draft allows you to get your thoughts on paper, while the second allows you to refine your thoughts and pay more attention to evaluating the language and grammar.

Diff: 2 Type: MC Objective: LO 2.2 32) What does the first draft of a message focuses on?

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

Diff: 2 Type: MC Objective: LO 2.2 33) Your boss asks you to create a proposal for an upcoming staff meeting and estimates that you should devote about 15 hours to writing it. Spending one or two hours each day writing ________.

A) is an inefficient way to work B) will not allow you to complete the proposal on time C) is less effective than spending the two full workdays before the meeting getting it done D) allows you to have a fresh perspective each day and work more constructively E) is more taxing and stressful than writing for an extended period Answer: D Explanation: Just as exercising for long periods of time is more taxing than short bursts of exercise, working your brain for an extended period is also more stressful. A more effective composing process will result in a more effective communication.

Diff: 3 Type: MC Objective: LO 2.2

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

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

Diff: 2 Type: MC Objective: LO 2.2 35) Joan is asked by the boss to attend the supervisors' meeting that afternoon and to participate in a brief discussion on the flex-time schedule proposal the department is supporting. Which of the following is TRUE about Joan's preparation for this meeting?

A) Joan should anticipate the questions and objections the supervisors will have to this proposal, so they can be addressed.

B) Joan should create a list of bullet points focusing on the benefits this proposal has for Joan and other employees.

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

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

E) As long as Joan speaks from the heart, the organization of the message is irrelevant.

Answer: A Explanation: Being prepared for the questions and potential objections to the proposal that will arise at the meeting will put Joan in good shape for the discussion. The supervisors will be more concerned about the benefits to themselves and the company than to Joan and other employees.

Diff: 3 Type: MC Objective: LO 2.2 36) The main idea of your message ________.

A) is best placed near the end of your communication B) should never be stated at the beginning of your message C) should be stated before the supporting details in most communications D) should always be included near the end of your message so as not to be overshadowed by the supporting details E) is best not stated explicitly Answer: C Explanation: In most situations, audiences will become impatient if they do not know why you are communicating with them and how the details support your message. To avoid this, use the direct organizational plan and state the purpose and main idea before the supporting details.

Diff: 2 Type: MC Objective: LO 2.2

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Jenna requested and was granted a week's vacation time at the end of June. Due to an unforeseen crisis at the office, the boss now needs to tell Jenna that they must work that week instead.

37) When communicating this message, the best approach would likely be for the boss to ________.

A) state the main idea right away to get it over with B) hint at the main idea and let Jenna read between the lines C) tell Jenna the bad news first and then explain all the reasons why D) build up to the main idea, stating the reasons why before actually delivering the bad news E) give the bad news right away so that Jenna does not get impatient Answer: D Explanation: Since this message contains negative news that Jenna is not expecting, the indirect organizational plan should be used. This involves using the supporting details to build up to the main idea.

Diff: 2 Type: MC Objective: LO 2.2 38) In this situation ________.

A) the direct organizational plan is best, since Jenna needs to be persuaded B) the direct organizational plan is best, since Jenna will have a positive reaction C) the indirect organizational plan is best, since Jenna will have a neutral reaction D) the indirect organizational plan is best, since Jenna will not be expecting this bad news E) it does not matter which organizational plan is used, as either is appropriate for any situation Answer: D Explanation: When the news is negative and unexpected, it is best to gradually build up to the main idea using the indirect organizational plan.

Diff: 2 Type: MC Objective: LO 2.2 39) All of the following circumstances lend themselves to the direct organizational plan EXCEPT A) informing your client that you have finished the project under budget.

B) giving your client your new contact information.

C) telling your client that you are running behind schedule.

D) sending your client a recommendation from another customer.

E) sending your client a thank-you note Answer: C Explanation: As your client will likely have a negative reaction to this news, the indirect approach is preferred. In the other choices the client's reaction will either be positive or neutral.

Diff: 2 Type: MC Objective: LO 2.2

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40) In which of the following cases is the direct organizational plan most appropriate?

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

Diff: 2 Type: MC Objective: LO 2.2 41) If you feel a sentence has to be 100% perfect before you begin writing the next sentence, you are allowing your internal editor to take control. Inexperienced writers often stop frequently to evaluate what they have written. What should you do instead?

A) review and revise your draft copy after you have written the message B) seek a 50% perfect condition for sentences C) do not worry about sentences being perfect as long as your meaning comes across D) add additional sentences to fully explain your thoughts even if your paragraphs become wordy as it is better to have too much information than not enough E) add lots of images and charts to support your sentences Answer: A Explanation: Writing and revising are different processes and switching between them constantly is inefficient and slow. By using the ACE system, you have created ample time to evaluate and edit later. This will produce a higher-quality output in a shorter period of time.

Diff: 2 Type: MC Objective: LO 2.2 42) Writer's block ________.

A) occurs when you stop frequently during the drafting process to evaluate what you have written before finishing your thoughts B) is never a problem if you use the ACE process C) is often the result of procrastination or impatience D) is best dealt with by ignoring the editor in your brain while you write E) can be overcome by writing the hardest parts of your message first Answer: C Explanation: If you wait until the last minute to work on an assignment, the stress of the coming deadline can block your creative writing skills.

Diff: 2 Type: MC Objective: LO 2.2

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43) John is responsible for researching a proposed solution to the breakdown of internal communication in the office and creating a report of the findings. John has experienced writer's block in the past and feels nervous about writing this report. Which of the following pieces of advice would NOT be useful to John regarding writer's block?

A) Try to avoid writer's block by not waiting until the last minute to start the report.

B) If you are stuck, try writing down whatever comes to your mind without worrying if it is appropriate or meaningful.

C) Think aloud to get your ideas out in the air.

D) Write the easiest parts of the report first.

E) Stop frequently in the drafting process to evaluate what you have written, and do not move on to the next sentence until the last one is perfect.

Answer: E Explanation: All of the other choices are constructive strategies for avoiding or overcoming writer's block. This is a description of perfectionist syndrome, which impedes drafting process.

Diff: 2 Type: MC Objective: LO 2.2 44) When you stare at a blank page or a blank computer monitor without a clue of how to begin, you are ________.

A) engaging in free writing B) suffering from writer's block C) struggling with perfectionist syndrome D) thinking aloud E) designing a professional format Answer: B Explanation: This inability to write is often the result of procrastination or impatience.

Diff: 1 Type: MC Objective: LO 2.2 45) A document's format ________.

A) is only important to design professionals B) will compensate for poor content C) cannot undermine your credibility D) varies wildly according to the choice of medium, with no consistent design principles applying to all media E) can communicate professionalism to your audience Answer: E Explanation: A document's format plays a role similar to your dress and behaviour in face-to-face communication. If the style looks professional it communicates to your audience at a glance that you are professional.

Diff: 2 Type: MC Objective: LO 2.2

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46) Which of the following is NOT a consistent design principle that applies to all media?

A) Start with a purpose-driven introduction.

B) Break the message into short chunks.

C) Avoid the use of words such as "first" and "second," which signal shifts in content.

D) Use parallel bullet lists for easy comprehension and skimming.

E) Begin each paragraph with a strong topic sentence that identifies the main point or overall idea of the paragraph.

Answer: C Explanation: The use of words that signal shifts in content is actually recommended.

Diff: 2 Type: MC Objective: LO 2.2 47) You do a thorough job collecting research and come up with some interesting and persuasive content. Although your ideas are spot-on, the format of your final report is difficult to read and a little confusing. This ________.

A) is problematic, as it will undermine your credibility B) communicates to your audience, at a glance, that you are professional C) is irrelevant, as the strength of your content will shine through D) will not affect the reception of your report, as formatting is only a very minor issue E) is unfortunate, but cannot significantly affect the impact of your report Answer: A Explanation: Not only does sloppy formatting indicate unprofessionalism to your audience, it can also hamper their ability to understand and be persuaded by your arguments.

Diff: 3 Type: MC Objective: LO 2.2 48) The items below are to be included in a bulleted list, each preceded by a dot or other simple shape. Which of the items is NOT grammatically parallel to the others?

A) select best medium for message B) determine audience needs C) the purpose of the message should be determined D) anticipate questions and potential objections E) identify desired outcome Answer: C Explanation: All of the other choices begin with a present-tense verb. To be grammatically parallel, this choice should be revised as, "determine purpose of message."

Diff: 2 Type: MC Objective: LO 2.2

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49) Business emails ________.

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

Diff: 2 Type: MC Objective: LO 2.2 50) You are in a morning meeting and waiting for another coworker to arrive. This coworker needs to know where the meeting is taking place. Which form of communication will work best in this situation?

A) report B) blog C) text message D) face-to-face message E) posting a note on the door Answer: C Explanation: Text messaging is ideal for sending extremely short, time-sensitive bursts of information.

Diff: 1 Type: MC Objective: LO 2.2 51) Which of the following communication methods is asynchronous?

A) Koodo phone call B) Zoom video conference C) Facebook messenger D) Microsoft Office Outlook email E) Apple Facetime Answer: D Explanation: Asynchronous refers to communication that takes place with a time gap between the sending of the message, the receiving of the message, and the response (e.g., email, regular mail, or text messaging).

Diff: 1 Type: MC Objective: LO 2.2

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52) Voice mail messages ________.

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

Diff: 2 Type: MC Objective: LO 2.2 53) What is the first step in the report revising process?

A) Adjust the margins and fonts to comply with your organization's documentation standards.

B) Reread the entire document from the audience's perspective.

C) Rewrite sentences that may be confusing or vague.

D) Revise the document format, including headings, bullet points, headers and footers.

E) Delete duplicate words, words spelled incorrectly, or superfluous words.

Answer: B Explanation: As a first step in the revising process, reread the entire document from the audience's perspective. Think about the analysis stage of the ACE process (i.e., the purpose and outcome you identified for the communication) and the audience you defined. Ask yourself if the document has the right information and the right approach to achieve your goal.

Diff: 2 Type: MC Objective: LO 2.3 54) The sentence, "We need to examine the shipping situation right away," is an example of which type of wording?

A) clear B) abstract C) concise D) exact E) concrete Answer: B Explanation: Abstract wording is language that refers to broad concepts that an audience can interpret in multiple ways. In this example, "shipping situation" and "right away" are abstract.

Diff: 2 Type: MC Objective: LO 2.3

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55) Re-reading the entire document from the audience's perspective ________.

A) is best done as the final step in the revising process B) helps you identify key audience objections that you should omit from your message C) helps you identify audience benefits that you forgot to include D) is an inefficient use of the revising process E) is only recommended if you have extra time Answer: C Explanation: This is a good first step in the revising process to evaluate whether you have included the right information to achieve your goal. To be persuasive, the message should stress the audience benefits of your message. It should also address key objections your audience may have.

Diff: 2 Type: MC Objective: LO 2.3 56) Which of the following is recommended as part of the revision process?

A) Start the revising process as soon as you have finished the document.

B) Eliminate abstract wording.

C) Replace simple words with more impressive vocabulary.

D) Pepper your message with slang to make it more lively.

E) Be careful not to use a conversational style.

Answer: B Explanation: Good business communicators avoid abstract wording or broad concepts that an audience might interpret in multiple ways.

Diff: 3 Type: MC Objective: LO 2.3 57) Which of the following statements is the most clearly and concisely worded?

A) It is with sincere gratitude for your endeavors in averting a crisis that I send you this message.

B) Thank you for your help on this difficult assignment.

C) My gratefulness is boundless at your exertions in this.

D) I am eternally thankful for your efforts when the chips were down.

E) Merely saying, "thank you," seems inadequate to convey what I feel for your help.

Answer: B Explanation: The purpose of business writing is to express meaning as quickly and simply as possible rather than impress people with vocabulary. Remember to keep it simple.

Diff: 2 Type: MC Objective: LO 2.3

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58) After your arrival at the airport, transportation to our office will be provided.

Which of the following revisions best improves the clarity of the sentence above?

A) replacing "arrival" with "descent to the runway" B) replacing "transportation" with "car service" C) replacing "to our office" with "to the location at which we do business" D) replacing "at the airport" with "in the city that spawned our thriving business" E) replacing "will be provided" with "will be graciously and warmly offered to your good self" Answer: B Explanation: This revision improves the clarity of the sentence. Transportation is vague and the reader would be unsure as to whether a taxi, a shuttle bus, car service, or other type of vehicle would be sent. The other revisions actually make the sentence wordier and less clear.

Diff: 2 Type: MC Objective: LO 2.3 59) Which of the following statements would be the most clear and concise to include in a message?

A) Should the need arise, I will be more than happy to answer any queries you might have.

B) Please do not hesitate to contact me with any questions that might occur.

C) Please contact me if you have any questions.

D) And of course, I will be available to answer any questions that arise.

E) It will be my pleasure to enlighten you on any topics requiring clarification.

Answer: C Explanation: All of the statements offer to answer the reader's questions, but this one does so most clearly and concisely.

Diff: 2 Type: MC Objective: LO 2.3 60) Which of the following is NOT an example of redundancy?

A) unprecedented progress B) past experience C) combine together D) advance reservation E) unexpected surprise Answer: A Explanation: All of the other choices include a leading word that is superfluous, unnecessarily repeating the idea of the word that follows. Progress may or may not be unprecedented, so the qualifier here is necessary and not repetitious.

Diff: 2 Type: MC Objective: LO 2.3

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61) Which of the statements below does NOT include redundant language?

A) Never at any time have I seen cooperation like this.

B) From actual experience I can say that this teamwork was unprecedented.

C) The consensus of opinion is that our team did an outstanding job.

D) It was an unexpected surprise that our unit performed so well.

E) I am impressed by how well our group performed on this project.

Answer: E Explanation: Only this choice contains no redundant language. The other examples use phrases in which the parenthetical word(s) could be eliminated: never (at any time), (actual) experience, consensus (of opinion), (unexpected) surprise.

Diff: 2 Type: MC Objective: LO 2.3 62) For a business communicator, style ________.

A) refers to how you express yourself B) is the content you express C) pertains to what you do not say D) does not impact the tone of the message E) is irrelevant Answer: A Explanation: Style refers to how you express yourself rather than what you say. Your style choices will affect the tone of your communication. All good business communicators evaluate and edit their documents to ensure professional style and tone.

Diff: 2 Type: MC Objective: LO 2.3 63) You need to reply to an angry customer about a problem with a recent purchase. From the email message you received, it is clear that the problem occurred because the customer incorrectly used the product. Which of the following would be best to include in your reply?

A) Unfortunately, this mistake is all your fault since you misused the product. You will have to buy a new one—would you like 10% off?

B) Operator error is not our responsibility. Even though we do not have to, we will offer you a coupon good for a discount on your next purchase.

C) If you had read the manual, you would not have broken the product. Please accept a discount on a replacement item and next time do not forget to read the manual!

D) We appreciate your business and only wish that you had not misused the product.

Unfortunately, you will have to buy a new one yourself. We will also give you a discount.

E) We appreciate your business and thank you for contacting us. Use of the product in the manner described is inconsistent with our recommendations and is not covered by the product warranty. However, we would like to offer you a discount on a replacement item.

Answer: E Explanation: The tone in a business message should be professional and courteous. In this case, the tone should be polite and reassuring, even though the customer was at fault. This choice best conveys the necessary information in the proper tone. The others blame and/or insult the audience, which will not maintain goodwill.

Diff: 2 Type: MC Objective: LO 2.3 21 .

64) Summer is fast approaching, and your employees are anxious to find out if the flex-time schedule currently under discussion will be implemented. You need to inform them that a decision will not be made until all employees have returned a questionnaire requesting their input on this issue. Which of the following phrases this best?

A) Please turn in your questionnaires since a decision will not be made until you do.

B) The decision will not be made until each employee has submitted their questionnaire.

C) We need your help, since the decision cannot be contemplated until all questionnaires are turned in.

D) We will be able to make a decision once all questionnaires are completed and submitted.

E) No decision will be made until questionnaires are turned in.

Answer: D Explanation: Whenever possible, effective business writers choose positive wording to communicate their messages, even in negative situations. The other choices focus on the negative meaning of the message, while this choice uses a positive tone.

Diff: 2 Type: MC Objective: LO 2.3 65) Which example uses a conversational style?

A) Enclosed please find my proposal for your perusal.

B) Thank you in advance for your prompt and careful attention to this matter.

C) Please return all forms within two business days.

D) Your kind attention to this issue will be much appreciated and will facilitate cooperation in our department.

E) As per your request, I have provided all the various documents that you are in need of.

Answer: C Explanation: Conversational writing style uses relatively short sentences and familiar words.

When read aloud, the text sounds like the writer is talking with the audience. This choice is conversational, while the others sound more formal and academic.

Diff: 3 Type: MC Objective: LO 2.3 66) Which of the following statements is TRUE? A) The passive voice should dominate in business writing.

B) In active voice sentences, the subject does not perform the action of the verb.

C) The passive voice leads to a clear and lively style of writing.

D) The active voice may be a good choice when you do not want to assign blame.

E) In passive voice sentences, the subject receives the action expressed by the verb.

Answer: E Explanation: In active voice sentences the subject performs the action of the verb; in passive voice sentences the subject receives the action expressed by the verb. While the passive voice may be appropriate in certain situations, the active voice should dominate in business writing.

Diff: 2 Type: MC Objective: LO 2.3

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67) The passive voice ________.

A) leads to a clear and lively writing style B) can help emphasize a certain word by placing it as the subject of the sentence C) may be appropriate when you want to assign blame D) is never appropriate in business writing E) is grammatically incorrect Answer: B Explanation: The passive voice may be a good choice in some special circumstances, for example when you do not want to assign blame or when you want to emphasize a certain word by placing it as the subject.

Diff: 2 Type: MC Objective: LO 2.3 68) Which statement is most appropriate if you want to emphasize what happened rather than who did it?

A) The deadline was missed.

B) The team met its sales goal.

C) The HR department came up with new personnel guidelines.

D) I found a number of ways to save money.

E) You lost the client.

Answer: A Explanation: By using the passive voice, this sentence avoids placing blame on the person or people responsible for missing the deadline.

Diff: 2 Type: MC Objective: LO 2.3 69) Which of the following is worded most strongly and would be best to use in a message that will be sent to people from different countries, cultures, and social groups?

A) I want to make sure that we are all on the same page.

B) Let us make sure we are all singing the same tune.

C) It is mission critical that we are all seeing this through one set of eyes.

D) Let us be careful that we are not on different wavelengths.

E) I want to be sure that we are in agreement on this issue.

Answer: E Explanation: Slang and clichés are specific to cultures and languages and may exclude international audiences. To communicate effectively in business, you need to use words that your audience will understand. This is the only choice that avoids slang and clichés, so it would be best suited to your audience.

Diff: 3 Type: MC Objective: LO 2.3

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70) Which sentence has the most clarity for audiences of all ages?

A) I am sure we can find a parking spot in this ginormous parking lot.

B) This parking lot is off the hook so I am sure we will find a spot.

C) The parking lot is huge so I am sure we will find a parking space.

D) Maybe if we hang for a bit a parking space will open up.

E) This lot looks packed and now comes the gnarly issue of finding a parking space.

Answer: C Explanation: Slang and clichés are specific to cultures and languages and may exclude international audiences. To communicate effectively in business, you need to use words that your audience will understand. This is the only choice that avoids slang and clichés, so it would be best suited to your audience.

Diff: 2 Type: MC Objective: LO 2.3 71) A quick scan of a document ________.

A) is an effective proofreading technique B) is sufficient for most business messages C) is all that is required for emails and memos D) might miss errors that will undermine your message E) is not necessary for internal communication Answer: D Explanation: You can spend hours writing a report, but if that writing is full of errors your audience may focus more on your mistakes than your message. A quick scan of a document is not an effective proofreading technique.

Diff: 2 Type: MC Objective: LO 2.3 72) Which of the following is NOT a good guideline for checking systematically for errors?

A) Proofread your work immediately after you finish it.

B) Read your work multiple times.

C) Look for your own common errors.

D) Read your draft aloud.

E) Swap your work with a colleague.

Answer: A Explanation: If possible, put some time between the composing and evaluating stages. Your proofreading will be more effective if you clear your thoughts and approach the message with a more objective and fresh perspective.

Diff: 2 Type: MC Objective: LO 2.3

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73) There are five types of common errors which can be identified through proofreading. Which of the following sentences contains a grammatical error?

A) The sale price of the desk makes it very economical to purchase.

B) The desk is on sale for $300 as the price was lowered from the original price of $289.

C) They wants to purchase the desk that is on sale.

D) The desk was originally $289.

E) The desk has an accompanying chiar which is also on sale.

Answer: C Explanation: Grammatical errors are violations of grammar rules. These errors include sentence fragments, run-on sentences, shifts in tense, incorrect pronouns, and incorrect subject-verb agreement, to name a few. Option E has a spelling error, and options A, B, and D have neither spelling or grammatical errors.

Diff: 3 Type: MC Objective: LO 2.3 74) In the ACE process for communication, "E" stands for evaluating.

Answer: TRUE Explanation: The third step of the ACE process is evaluating, which involves checking your message on multiple levels.

Diff: 1 Type: TF Objective: LO 2.1 75) The ACE process for communication can only be used in very complex situations.

Answer: FALSE Explanation: ACE is a flexible communication process that can be applied in any situation, no matter how simple or how complex.

Diff: 1 Type: TF Objective: LO 2.1 76) Composing consists entirely of putting words on the page or speaking them aloud.

Answer: FALSE Explanation: Composing involves more than this, namely deciding what content to use and how to organize it. After you plan this, you will be better able to draft your message and format it appropriately.

Diff: 1 Type: TF Objective: LO 2.1 77) You should not show your message to anyone until you have finished the evaluating step of the ACE process.

Answer: FALSE Explanation: Actually, you should share your draft with others as part of the evaluating process.

Diff: 1 Type: TF Objective: LO 2.1

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78) If you are pressed for time, it is a good idea to skip the analysis step and jump ahead to composing your message.

Answer: FALSE Explanation: Many people fail to communicate effectively because they do not think about what they want their message to accomplish and how they want their audience to respond.

Diff: 2 Type: TF Objective: LO 2.1 79) Purpose statements alone are too general to help you think strategically about the best content to use.

Answer: TRUE Explanation: As part of your analysis you should also identify your desired outcome.

Diff: 1 Type: TF Objective: LO 2.1 80) The desired outcome of your message is what you want your audience to know or do as a result of your communication.

Answer: TRUE Explanation: Keeping your purpose and desired outcome in mind as you write your message helps you evaluate whether your content supports your goal.

Diff: 1 Type: TF Objective: LO 2.1 81) Thinking about your purpose and content often helps you refine your desired outcome.

Answer: FALSE Explanation: It is actually the other way around. Focusing on what you actually want your audience to do as a result of your message helps you include the content needed to persuade them to do so.

Diff: 2 Type: TF Objective: LO 2.1 82) Persuasion is required for all business communication.

Answer: FALSE Explanation: If your communication is purely informative, no persuasion is necessary.

Diff: 1 Type: TF Objective: LO 2.1 83) Messages have either primary audiences or secondary audiences, not both.

Answer: FALSE Explanation: Messages often have both. The primary audience is the direct recipient of the message and the secondary audience is anyone else who may receive a copy of it or hear about it.

Diff: 1 Type: TF Objective: LO 2.1

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84) The HR department sends out a memo to all department managers in the company detailing the new volunteer program the company is planning to implement. The department managers are asked to discuss the details of the new initiative with the supervisors who report to them at their monthly meeting. The department managers are the primary audience of the message; the supervisors are not part of the secondary audience because they did not receive a physical copy of the memo.

Answer: FALSE Explanation: The secondary audience is anyone who may receive a copy of the message or hear about it, either from you or from the primary audience. Since the supervisors heard about the volunteerism initiative that was the subject of the memo, they are indeed part of the secondary audience.

Diff: 2 Type: TF Objective: LO 2.1 85) You are mailing a letter to parents asking for donations to the school. To persuade these parents to donate you should emphasize how the money will help the school update the cafeteria making a much more pleasant eating experience for staff.

Answer: FALSE Explanation: Emphasize benefits to your audience when trying to persuade. Parents are more interested on how donations will help them and their children, not the staff.

Diff: 1 Type: TF Objective: LO 2.1 86) Polling residents to see if they are in favour of having a speed bump installed on their street is an example of primary research.

Answer: TRUE Explanation: Primary research involves collecting your own original data.

Diff: 1 Type: TF Objective: LO 2.1 87) While creating a proposal for a cost-cutting measure you find research that shows the cost-cutting idea you have come up with may actually cost the company more money in the long run. You feel if you share this information with your boss your proposal will not be approved, but if you do not share this information with your boss you are committing an ethical error.

Answer: TRUE Explanation: You must ask yourself, "Could not sharing this information cause harm to a group, the company, or specific individuals?" Use OAR to navigate complex ethical issues.

Diff: 2 Type: TF Objective: LO 2.1 88) Email is a private and secure medium for sending sensitive content.

Answer: FALSE Explanation: Email may not be a private and secure medium for sending sensitive content.

Diff: 1 Type: TF Objective: LO 2.1

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89) When composing a simple message, writing more than one draft is a waste of time.

Answer: FALSE Explanation: Even a simple and well-planned message benefits from at least two drafts.

Diff: 1 Type: TF Objective: LO 2.2 90) When estimating time for composing a long document it is useful to estimate 30 minutes per page of actual composing time.

Answer: FALSE Explanation: Planning your composing time is most important when you prepare long documents or presentations. Although estimating how much time you need may be difficult at first you may find it useful to estimate at least two hours per page of actual composing time.

Diff: 1 Type: TF Objective: LO 2.2 91) Multitasking is a great way to get many things done at one time and increases your cognitive function.

Answer: FALSE Explanation: Multitasking can cause a drop in cognitive function, similar to the effects of missing a night's sleep.

Diff: 1 Type: TF Objective: LO 2.2 92) Employees who turn off their mobile notifications have less measurable stress and have a stronger ability to focus on one task at a time.

Answer: TRUE Explanation: Researchers have found that employees who turn off their mobile notifications have less measurable stress, have a stronger ability to focus on one task at a time, and do less screen switching (Taylor, 2010).

Diff: 2 Type: TF Objective: LO 2.2 93) Tone in writing is similar to tone in voice (e.g., friendly, angry, positive, negative).

Answer: TRUE Explanation: The image your language projects about you based on how the message "sounds" to the audience is tone. Tone in writing is similar to your tone of voice (e.g., friendly, angry, positive, negative, formal, casual, professional, unprofessional, courteous, rude).

Diff: 2 Type: TF Objective: LO 2.1

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94) You are about to embark on a new project to open a gym on-site so that employees can exercise to relieve stress. You contact other office locations to see if they have already implemented something similar. This action is a form of secondary research.

Answer: FALSE Explanation: Primary research is collecting your own original data. For example, you might call the human resources department, other office branches or other local companies.

Diff: 1 Type: TF Objective: LO 2.1 95) Outlining is not recommended for brief messages such as emails or short presentations at a meeting.

Answer: FALSE Explanation: You may not need a detailed traditional outline format for such messages, but outlining is an all-purpose organizing tool that can help compose an easy-to-follow message.

Diff: 2 Type: TF Objective: LO 2.2 96) If you need to send a message telling a contractor they were awarded a job, the direct organizational plan would be appropriate.

Answer: TRUE Explanation: The direct approach is appropriate here since the audience will have a positive reaction to the message.

Diff: 1 Type: TF Objective: LO 2.2 97) Most experienced business writers know that it is more efficient to treat their first draft as a final draft.

Answer: FALSE Explanation: Inexperienced business writers often make this mistake, while most experienced writers know that a first draft is rarely good enough.

Diff: 2 Type: TF Objective: LO 2.2 98) For long email messages instead of using a generic heading like "Rewards," compose a topic-specific heading such as "Employee Rewards for Exceptional Annual Sales."

Answer: TRUE Explanation: Use topic-specific headings or paragraph titles that are short but include a key idea. For example, instead of using a generic heading like "Benefits," compose a topic-specific heading such as "Benefits of a Flexible Summer Schedule" that helps the audience understand the content of the paragraph.

Diff: 2 Type: TF Objective: LO 2.2

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99) Oral communication allows you to evaluate while you are delivering the message, while written communication allows you to evaluate before delivering your message.

Answer: TRUE Explanation: In an oral presentation you can gauge your audience's reaction and begin to adjust or review your explanation on the spot. Written communication does not provide this type of immediate feedback or the opportunity to revise your message as you are communicating it.

Diff: 1 Type: TF Objective: LO 2.3 100) Whenever possible, effective business writers choose positive wording to communicate their messages, even in negative situations.

Answer: TRUE Explanation: Positive wording creates an optimistic and encouraging message.

Diff: 1 Type: TF Objective: LO 2.3 101) You need to inform Xinyi, your employee, that a requested pay raise cannot be approved, though you are pleased with Xinyi's job performance. Your first draft to communicate this information is below. If your desired outcome is to retain this employee at your company despite not getting a raise, how might you revise this draft?

I acknowledge the contributions that you have made to the company, but I cannot give you a raise at this time.

Answer: Use the indirect organization stating the main idea after supporting information and related details. The indirect approach may be effective when you are communicating negative news to people who will not expect it, when you anticipate your audience will be resistant, or when you need to provide an explanation before your main point makes sense. The message is short and to the point and may be interpreted as an unfriendly, rude, or negative tone. This draft does convey the fact that you cannot offer your employee the raise requested, but if you want to retain this employee, you should do more than acknowledge their contributions. You should express appreciation for all the hard work Xinyi has done and let them know that you are impressed with their work. You might also explain the reasons behind your refusal, i.e., a tough financial time, a salary freeze, company policy that awards salary increases only at annual performance reviews, etc. You might communicate that you will revisit this request at a defined date in the future or set measurable performance goals that would trigger a raise. Another option is to offer other incentives–additional time off, other benefits–to reward the employee's performance.

Diff: 3 Type: ES Objective: LO 2.2

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102) Why is it important to consider your secondary audience when deciding what content to include in a message?

Answer: Your primary audience is the direct recipient of your message; your secondary audience is anyone else who may receive a copy of it or be influenced by it. The secondary audience may receive a copy or hear about it without you knowing. When you are trying to persuade your audience it is important to emphasize the benefits to them, not the benefits to yourself or your company. Likewise, you must bear in mind how the secondary audience might interpret information in your message. If your primary audience is your supervisor, John, and you emphasize that implementing a new process will increase John's favour with your coworkers, this information might help persuade John. But consider how your John's supervisor might interpret this. It will not have the same power to sway and might actually sour John's supervisor on the idea. Likewise, if you pointed out to John that the new process would increase revenue for the company, while increasing the workload and tedium for employees, this would not be the best way to get buy-in from the workers who would actually be performing the process.

Diff: 3 Type: ES Objective: LO 2.1 103) Your company plans to increase the monthly fees it charges customers for Internet service, starting in September. You are drafting a letter to mail to your customers to inform them of this increase and hopefully persuade them to keep their business with you. You point out that this increase will allow the company to offer customers additional benefits and 24-hour service. In researching competitor claims, you see that no other competitor offers all the services your company does for the same price. After you draft your message, but before you send it, you see that a rival company has started a promotion to take advantage of the opportunity to attract some of your customers away. This rival has dropped its price, making its fee a little lower than yours for the same services. Discuss how this information impacts your message.

Answer: You need to gather additional information and analyze it. When you find the information about the rival that contradicts your price claim, you have the option to include it or omit it. Leaving it out constitutes an ethical error. Instead of ignoring it, analyze it. The rival's offer may have conditions on it. For example, some promotional offers are only open to certain situations (for new customers, customers of a certain size, etc.) or for a certain frame of time. If you can analyze the rival offer and show customers that your offer is actually cheaper in the long run, all the better. In either case you can vow to provide the same personalized attention that your client has come to appreciate in their years with your company, while the competitor's behaviour is an unknown quantity for the customer. To persuade the customer to stay with your company mention the benefits–history of superb service, few fee increases over the years, and special promotions that may be available in the years to come for long-term customers.

Inexperienced communicators often make the mistake of looking for content that supports their own point of view rather than looking for content that provides a complete picture. On the other hand, if you omit the information and make what amounts to be a false or at least incomplete statement, you run the risk of offending customers and losing their business.

Diff: 3 Type: ES Objective: LO 2.1

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104) Manpreet has to spend about ten hours writing a report. Manpreet considers spending an hour each day for ten days working on the laptop at a local coffee shop. Manpreet also considers sitting at the work station with headphones on and working for five hours straight one day and again the next day. Which approach may be best? Explain.

Answer: Planning and composing time is most important when preparing long documents or presentations. Although estimating how much time is needed may be difficult at first, it may be useful to estimate two hours per page of actual composing time. Schedule time working backwards from the due date. There is no one set of conditions that is best for everyone. Some prefer a quiet location with as few distractions as possible. Some avoid answering the phone or checking email while they work. Some focus better with music on, while others need quiet to concentrate. Some even thrive in the bustle of a lively cafe. The key is to find an environment that is comfortable. Working a few hours a day, as opposed to cramming all the writing time into a short span, does have benefits. Doing so will help ensure finishing on schedule, with enough time for evaluating and revising the message as necessary. It also provides the advantage of clearing the mind and getting perspective between writing sessions, which can improve the quality of the writing overall.

Diff: 3 Type: ES Objective: LO 2.2 105) As a college or university student, you are often asked to complete various communication and writing assignments. The ACE communication process requires that you maintain sustained focus on specific tasks. It is difficult to analyze, compose, and evaluate while being constantly interrupted or distracted. Effective analyzing, composing, and evaluating takes time, patience, and focus. Describe how you would gain time and optimize your IQ in order to maintain productivity and quality in your written communications.

Answer: One of the biggest enemies to managing time effectively is multitasking. Many people allow their mobile devices to interrupt them and control how they use their time. Studies show that "single tasking" can allow you to make optimal use of your IQ. Multitasking can lower IQ by as much as 10 points. Multitasking can cause a drop in cognitive function, similar to the effects of missing a night's sleep. While your co-workers will lose as much as 2.1 hours per day multitasking (the equivalent of 546 working hours annually), single tasking can give you an employment edge: more time! Effective analyzing, composing, and evaluating takes time, patience, and focus. Give yourself this extra time by single tasking your way through your work day. Here are a few basic guidelines: 1) Prioritize. Select fewer daily objectives and prioritize them in order of importance and urgency. You will be more productive; 2) Use the timer function on our mobile device. For example, you can work 20 minutes on a focused activity (like analyzing, composing, or evaluating) and then take a five-minute "connection" break to return texts, check our email, or look at Facebook. Then go back to focusing; 3) Turn "it" off.

Researchers have found that employees who turn off their mobile notifications have less measurable stress, have a stronger ability to focus on one task at a time, and do less screen switching (Taylor, 2010).

Diff: 3 Type: ES Objective: LO 2.2

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106) Anita wants to recommend that the company cafeteria find a new food service provider that serves healthier food with an emphasis on products from local farms and food purveyors. Anita plans to initiate this discussion with an email. Create an outline that Anita could use to write this email.

Answer: The outline for an email or similar short message can be a few bullet points that will become short paragraphs in the email. You should anticipate questions Anita's boss may have about the suggestion, including the benefits to the company, potential problems or issues, and employee interest.

Notes for email: Subject: Suggestion for Healthier Cafeteria, Healthier Workplace - Cite research on importance of eating well, workplace absences related to poor health - Relate that there is high level of employee dissatisfaction with current offerings and contrast with healthier options from other providers - Discuss how costs are lower than might be expected and the long-term savings in employee productivity (provide research) - Discuss ease of ending current contract, logistical issues involve in finding new provider - Ask to set up a time to discuss, offer to provide more info or answer any questions Diff: 3 Type: ES Objective: LO 2.2 107) The direct approach is favoured in most routine business communications, for example, when you wish to announce that a co-worker just had a baby and is doing well. Provide four (4) examples of situations in which the indirect approach would be favoured over the direct approach.

Answer: The direct approach is favoured for most routine business communications, as audiences will become impatient if they do not know why you are communicating with them and how the details support your message. However, if you need to persuade the audience to agree with you, must communicate negative news to people who will not expect it, or have a main point that is so complicated that you need to build up to it, the indirect approach can be useful.

Some situations in which the indirect approach would be appropriate include: - trying to get your boss to give you vacation time during a busy season in your office - telling an employee that you cannot give them a raise, promotion, etc.

- trying to get your department to implement some new policies - refusing a coworker's request for help on a project Diff: 3 Type: ES Objective: LO 2.2

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108) While composing the content of your message, is it a good idea to switch between drafting and revising? Explain.

Answer: Switching between drafting and revising is inefficient because the two activities require very different mental processes. In contrast to the creative process of drafting, revising is a logical process that involves evaluating the effectiveness of your message in relation to your audience and purpose, and then making changes in content, organization, or wording as necessary. You can be more creative in your drafting and more logical in your revising if you separate the activities.

Diff: 3 Type: ES Objective: LO 2.2 109) Your professor has assigned a presentation project for students to complete. You will need to create a PowerPoint presentation and present in front of the class. You only have one week to analyze, compose, and evaluate (ACE) your message. You have completed the analyze process, gathered research, and are ready to begin the compose process. What will you be doing during the compose process?

Answer: Composing involves more than just putting your thoughts into words. Composing includes organizing the content so that it is understandable from the audience's perspective, putting the content into coherent sentences and logical paragraphs, selecting a medium that is professional, and then formatting your content in a way that makes the communication easy to follow. Composing is easier if you have effectively analyzed your communication situation before sitting down to write. However, even a simple well-planned message benefits from at least two drafts. The first draft allows you to get your thoughts on paper. The second draft allows you to refine your thoughts and pay more attention to evaluating the language and grammar.

More complex messages may require more drafts to make the message, complete, clear, and persuasive. Inexperienced writers often stop frequently to evaluate what they have written. If you feel a sentence has to be 100% perfect before you begin the next sentence, you are allowing your internal editor to take control. Writing and revising are different processes and switching between them constantly is inefficient and slow. Key elements of the composing process include: deciding where and when to compose, organizing the message, drafting the message, and designing a professional format. Plan your composing time and work backwards from the due date. For example, you might spend four hours working on the presentation, then an additional hour practicing in front of a friend or family member the day before the presentation to the class.

You might use the feedback to revise the presentation once more. Avoid multitasking by turning off mobile devices to focus on composing the presentation. Organize your message by using an outline. An outline allows you to break a topic into major ideas and supporting details and then list that content in the order in which you will present it. Determine where the main point will be placed and whether you will use direct organization or indirect organization. Draft the content by getting it into the slides. Have a professional format and delivery: ensure your message starts with a purpose-driven introduction, break your message into short chunks, begin each paragraph with a strong topic sentence, use bulleted lists, end with a specific conclusion, summary, or call to action (persuasion).

Diff: 3 Type: ES Objective: LO 2.2

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110) Your professor has assigned a research report project for students to complete. You will need to compile a Microsoft Word report. You only have one week to analyze, compose, and evaluate (ACE) your message. You have completed the analyze and compose processes and are ready to begin the evaluate process. What will you be doing during the evaluate process?

Answer: In contrast to the creative process of drafting, revising is a logical process that involves evaluating the effectiveness of your message in relation to your audience and purpose and then making changes in content, organization, or wording, as necessary. Ensure your communication is complete, clear, concise, easy to understand, and error-free. Edit for style and tone, spell check, proofread for errors, and review feedback for future communications. If you write your first draft quickly to get your ideas on the page, you may include incomplete thoughts, awkward sentences, and grammatical errors that computer editing tools such as spelling and grammar checkers may miss. Revise for clarity by using wording that can easily be understood by your audience. Avoid abstract wording as using ambiguous wording results in miscommunication if your audience infers a different meaning than you intended. The more concrete the language is, the more likely it is that you and your audience will interpret the same message in the same way. In business communication, shorter is better. Conciseness refers to communication that is short and to the point, expressing ideas clearly in the fewest possible words. Edit for style and tone to project a professional image. To ensure professional style and tone use positive wording, establish a conversational style, maintain an active voice as much as possible, and avoid slang and clichés. Proofread and search for and correct the five common error types: content errors, spelling and typographical errors, usage errors, grammatical errors, and format errors. It is important to proofread your work, and possibly have someone else proofread it as well to gather feedback for revisions before submitting your report to the professor for grading.

Diff: 3 Type: ES Objective: LO 2.3 111) Bill's boss often says to always use the active voice in business writing. What do you think of Bill's boss's advice?

Answer: The active voice should dominate in business writing, as it leads to clear and lively writing. The passive voice is usually wordier and leads to a weaker style. However, there are special circumstances in which the passive voice can come in handy. Stating "the deadline was missed" instead of "you missed the deadline" avoids placing blame on an individual. The passive voice deemphasizes the role of the participant and focuses instead on the issue of the deadline itself. Saying "a great new website was designed" instead of "our tech department designed a great new website" again deemphasizes the participants' role. In this case, the situation is positive and wording it in the passive voice way does not single out an individual or group for praise.

Depending on whether you want to focus on praising the people responsible or on drawing attention to the completed project, you could use either passive or active voice. So, while the active voice is generally preferred in business writing, the passive voice can be useful when you do not want to assign blame, or when you want to emphasize the action instead of the actor.

Diff: 3 Type: ES Objective: LO 2.3

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112) How is the analyzing stage related to the evaluating stage?

Answer: Reviewing your message and considering feedback may lead you to return to the first step of the process (analysis) to reconsider the decisions you made about purpose, audience, content, and medium. This circular approach helps ensure effective communication. In the analysis step you determine your purpose and desired goal, and what type of content and persuasion might be needed to achieve them. You consider your audience, content, and medium to create the most effective message possible. In the evaluation step, you should re-read the message from your audience's perspective to make sure you have done this job. Are your purpose and main point clear? Does your audience have all the information necessary to make a decision/agree with your proposal? Is the information organized logically? Have you mentioned all the audience benefits they will receive? Have you anticipated and addressed all the objections the audience might have?

Diff: 3 Type: ES Objective: LO 2.1

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Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 3 Who Am I? Understanding and Adapting Interpersonal Communication Styles 1) Which of the following is "synchronous" communication?

A) a posting to a blog B) an online meeting via Skype C) a YouTube instructional video D) any form of paper-based communication E) a Facebook posting Answer: B Explanation: While feedback is possible in all of the messaging types listed, only a Skype conversation allows for real-time feedback.

Diff: 2 Type: MC Objective: LO 3.1 2) ________ communication is characterized by the possibility of instantaneous feedback to messages.

A) Syncopated B) Synchronized C) Digital D) Asynchronous E) Synchronous Answer: E Explanation: This definition reflects synchronous communication.

Diff: 2 Type: MC Objective: LO 3.1 3) You have been assigned to work in a team for a departmental project and at the first meeting you realize your communication style, quiet and formal, is far different from the rest of your team. They are loud and seem disorganized, although a lot of ideas were shared and new ideas were generated. You feel you may not be able to work with this team. Why might that be?

A) You are not within the correct ACE stage.

B) You are not within your area of specialty.

C) You are not using your preferred medium.

D) You are not within your communications comfort zone.

E) You are not within you peer feedback group.

Answer: D Explanation: Comfort zone is a term that describes preferred behavioural, cultural, or attitudinal characteristics that are familiar and known. Your preferred communication style is your communication comfort zone, and the more clearly you understand your communication preferences, the more adaptable you can be when you are presented with a completely oppositional communication style.

Diff: 1 Type: MC Objective: LO 3.1

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4) As you integrate into your future workplace and work on various project teams, you will find yourself facing situations in which communication styles are not matched. This may make you feel uncomfortable. What should you do?

A) Recognize you will not be able to work at this place and quit the job.

B) Understand that communication styles are adaptable and learn to adapt.

C) Tell your boss and colleagues that you have a specific communication style and you would like them to adapt to your style.

D) Ask the boss to switch you to another team that has a similar communication style as you do.

E) Shut down, do very little, and let the rest of the team figure it out.

Answer: B Explanation: Not only does each individual have a preferred communication style, you develop multiple variations on that style over time as you are exposed to different situations and have more complex relationships. When you find yourself outside your comfort zone, understand that you have an opportunity to learn where and how you need to adapt.

Diff: 2 Type: MC Objective: LO 3.1 5) As you begin to assess your own communication style, you will naturally begin to observe the behaviours and the styles of others around you. When cultivating your own communication style, what is your objective?

A) to move from passive style to aggressive style B) to move from aggressive style to passive style C) to retain your passive style and let others adapt to your passive style D) to move from passive style to assertive style E) to move from assertive style to aggressive style Answer: D Explanation: Your objective is to cultivate your own assertive communication style that will allow you to be open and flexible in most collaborative situations.

Diff: 2 Type: MC Objective: LO 3.1 6) Which of the following is the least important reason to learn to adapt your communication style to your workplace?

A) Be flexible and thrive in diverse situations.

B) Maintain your professionalism in a variety of settings.

C) It is important to fit in.

D) Retain your professionalism while retaining elements of your own natural preferences.

E) Ability to adapt your style to your surroundings and your audience.

Answer: C Explanation: You are more valuable to an employer or a team if you retain your own unique personality and communication style while still exercising a level of professionalism in a variety of settings.

Diff: 2 Type: MC Objective: LO 3.1

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7) Which of the following is an appropriate approach for a passive communicator to increase their assertiveness?

A) Take the Myers-Briggs Personality Inventory.

B) Write down your thoughts as they occur to you during a conversation.

C) Learn one or two key phrases that will help you to express your ideas.

D) Use expressive hand gestures when you speak.

E) Use extremely direct phrases like "you must" and "you should have" in your conversation.

Answer: C Explanation: Learning a few key phrases will help you to enter or begin conversations in which you can assert yourself.

Diff: 2 Type: MC Objective: LO 3.1 8) Which of the following characterizes an assertive rather than passive communicator?

A) a reluctance to interrupt others when they are speaking B) a likelihood of being considered an agreeable person C) a tendency to be interrupted when speaking D) a tendency to agree or remain neutral E) a tendency to be reluctant to apologize Answer: E Explanation: Passive communicators prefer to be non-confrontational and may seek approval from those around them. Apologizing is way to avoid conflict and gain approval.

Diff: 2 Type: MC Objective: LO 3.1 9) An overassertive communicator is also considered a(n) ________ communicator.

A) efficient B) non-assertive C) aggressive D) passive E) indirect Answer: C Explanation: Overassertive and aggressive communication is the same.

Diff: 2 Type: MC Objective: LO 3.1 10) Which of the following is a "soft" skill?

A) the ability to drive B) the ability to write computer programs C) the ability to apply rules of etiquette D) the ability to use accounting software E) the ability to read and understand technical manuals Answer: C Explanation: Soft skills are normally those skills that allow one to interact with others productively.

Diff: 2 Type: MC Objective: LO 3.1 3 .

11) Which of the following is considered a soft skill?

A) sending a payment through online banking to a vendor B) negotiating a lower price with a vendor C) creating a team document using Google Docs D) graduating from a business operations program with expert industry knowledge E) working in the finance department because your math skills are superb Answer: B Explanation: Soft skills are usually related to one's ability to interact productively with others.

Interpersonal skills, social skills, etiquette, and communication are examples. The correct response uses interpersonal skills and does not explicitly state that technology or other hard skills are being used.

Diff: 2 Type: MC Objective: LO 3.1 12) Which of the following is NOT a part of the active listening process?

A) hearing accurately B) comprehending/interpreting the message that you hear C) evaluating the message that you hear D) summarizing the message that you hear E) responding to the message that you hear Answer: D Explanation: The active listening process includes: hearing accurately, comprehending/interpreting, evaluating, and responding. Active listening is the process of focusing attentively on what a speaker says, actively working to understand and interpret the content, and then responding to acknowledge understanding.

Diff: 2 Type: MC Objective: LO 3.2 13) According to Dr. Pamela Cooper, Vice-President of the International Listening Association, why is active listening so difficult?

A) Because there are too many distractions in the workplace.

B) Because we are capable of holding only two things in our minds at one time.

C) Because we can process words at 400 words per minute, but we only speak at 125 words per minute, meaning that our brains can be easily distracted during the lag time.

D) Because our brains are designed for visual stimuli rather than auditory, meaning that our auditory centres fatigue easily.

E) Because our culture values talking more than listening, so we tend not to listen effectively.

Answer: C Explanation: It takes effort to maintain concentration on what we are listening to because of the lag time between conveying information and our ability to process it.

Diff: 2 Type: MC Objective: LO 3.2

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14) What does passive listening mean?

A) the process of focusing attentively on what a speaker says B) hearing information without actively paying attention to ensure understanding C) actively working to understand the information a speaker is providing D) trying to interpret the information presented by a speaker E) responding to a speaker to acknowledge understanding Answer: B Explanation: In business, this kind of passive listening can lead to costly mistakes.

Diff: 2 Type: MC Objective: LO 3.2 15) Which of the following best exemplifies a costly mistake that can be attributed to passive listening?

A) forgetting to reorder supplies and having work come to a standstill while you send an employee out to restock B) taking an order so large that your factory has to run costly overtime shifts to meet the production deadline C) failing to proof your report before making copies of it and having to reprint it after you realize this and correct the typos D) scheduling two appointments for the same time and having to cancel on one of your clients at the last minute E) mailing out a coupon giving customers 50% off their orders because you misheard when your boss asked you to create a coupon for 15% off Answer: E Explanation: Not listening carefully or taking the time to confirm the information with your boss led to the costly mistake of giving customers a coupon for more than three times the discount your boss intended.

Diff: 2 Type: MC Objective: LO 3.2 16) Which of the following is an environmental hearing distraction?

A) a car alarm being set off B) a ringing sound in one's ears after attending a loud concert C) blocked ears due to a head cold D) inability to focus due to a migraine E) tinnitus after hearing an explosion Answer: A Explanation: Physical barriers arise from a listener's physical state. An alarm going off is an external distraction in the environment, while all the other choices are physiological.

Diff: 1 Type: MC Objective: LO 3.2

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17) Which of the following is a physical barrier to hearing?

A) car horns and idling engines at an intersection B) conversation in a crowded restaurant C) loud music at an outdoor street fair D) clogged ears after going swimming E) jackhammering on pavement Answer: D Explanation: Physical barriers arise from a listener's physical state, so this choice is correct. The other choices are all external distractions in the environment.

Diff: 2 Type: MC Objective: LO 3.2 18) The key to hearing accurately is focus. Which of the following recommendations will NOT help you focus better?

A) looking at the speaker B) multitasking while listening to what is being said C) concentrating on what the speaker is saying D) making a comment about what is being said E) asking a question about what is being said Answer: B Explanation: If you choose to multitask while listening, your brain becomes engaged in a different task and you will not accurately hear what the speaker says.

Diff: 1 Type: MC Objective: LO 3.2 19) Which of the following is an example of a difficulty in listening comprehension?

A) not hearing what the ER doctor says because an ambulance outside is blaring its siren B) not understanding what the ER doctor means when they say you are suffering from hypertension C) not hearing what the ER doctor says over the conversation and cries of pain in the waiting area D) not listening to what the ER doctor says because you are distracted by the new patient who's just been wheeled into the room E) not understanding what the ER doctor says because you have a head cold and your ears are clogged Answer: B Explanation: One barrier to listening comprehension is not understanding vocabulary or jargon that is unfamiliar to you.

Diff: 2 Type: MC Objective: LO 3.2

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20) Which of the following is NOT a barrier to listening comprehension?

A) language differences B) speaking accents C) unfamiliar vocabulary D) ringing telephones E) jargon Answer: D Explanation: Ringing telephones are an environmental sound that distract you from hearing well. The other choices are barriers to listening comprehension, or how well you understand what you hear.

Diff: 1 Type: MC Objective: LO 3.2 21) Which of the following is one way to improve your listening skills?

A) Make a comment or ask a question to keep yourself engaged.

B) Encourage the speaker to speak louder by increasing your own volume.

C) Focus on the speaker's lips to engage the visual part of your brain.

D) Record whatever is being said on your portable device.

Answer: A Explanation: Making a comment or asking a question requires that you be engaged in active listening.

Diff: 2 Type: MC Objective: LO 3.2 22) Your colleague has just said to you, "can you double-check these numbers before I send them upstairs?" If you were to paraphrase what you just heard by saying, "you sound worried that the budget numbers do not seem correct," you might be trying to determine the ________.

A) possibility that the request could be offensive B) hidden meaning of the message C) ultimate intention of the message D) emotional content of the message E) literal content of the message Answer: D Explanation: Paraphrasing a message can go beyond simply reiterating the literal content of the message: it is possible to paraphrase what you are "hearing" emotionally too.

Diff: 2 Type: MC Objective: LO 3.2

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

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

Diff: 2 Type: MC Objective: LO 3.2 24) On your first day at a new job you receive an email asking you to submit your SBDs by Friday so they can be vetted for inclusion in the new module. You need to ask for clarification as you do not know what is being asked of you. This is most likely due to barriers to ________.

A) passive listening B) active listening C) listening comprehension D) interpretation E) nonverbal communication Answer: C Explanation: Listening comprehension refers to how well you understand what you read or hear. Barriers to listening comprehension include language differences (including accents) as well as unfamiliar jargon and vocabulary. The terms SBDs, vetted, and module are particular to the new workplace, and failing to understand what they mean leads to a breakdown in comprehension.

Diff: 2 Type: MC Objective: LO 3.2

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25) Which of the following is most likely to be the result of a comprehension error?

A) Shelly tells Zarah that "Mark is having a drink with Thomas to celebrate the fact his daughter just got married." Zarah is unsure whose daughter got married, Mark's or Thomas'.

B) Cara is travelling in Turkey and asks a police officer for directions. The police officer simply raises their eyebrows at Cara, which in Turkey means "I do not know." Cara thinks it a look of surprise, and wonders what they did to elicit this response.

C) Sandra texted their son a question to which the son responded "idk." Sandra is irritated because they do not know what the son means by this answer.

D) Luna has asked a friend, Mario, to come over "after to work," thinking Luna would see the friend at 5:00 p.m. When Mario eventually shows up at 7:00 p.m., Mario explains that they thought Luna meant "any time after work."

E) Manmeet has arranged a video conference between the Calgary office and a client in Toronto for 8:30 a.m. The client calls at 10:30 a.m., having misunderstood which time zone Manmeet was using to arrange the time.

Answer: C Explanation: The other three errors are interpretation errors. Sandra, on the other hand, lacks the knowledge that the son has of texting abbreviations, which makes this situation a comprehension issue rather than one of interpretation.

Diff: 2 Type: MC Objective: LO 3.2 26) As you are packing up to leave the office on a Friday afternoon, your boss tells you that they would like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, they complain that it was needed sooner. What is the most likely cause of this breakdown in communication?

A) passive listening B) failure to listen actively C) barriers to listening comprehension D) difference of interpretation E) physiological barrier to hearing Answer: D Explanation: The problem is most likely a difference in the interpretation of "as soon as possible." The boss seems to have intended the report to be completed before leaving Friday or sometime over the weekend. The employee interpreted it to mean as soon as they were back at work again.

Diff: 3 Type: MC Objective: LO 3.2

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27) Carol approaches a coworker and is shaking their head as they do so. With a frown on Carol's face, they angrily ask, "Did you finish the report yet?" All of these actions are forms of nonverbal communication EXCEPT A) shaking their head.

B) frowning.

C) using those specific words.

D) using an angry tone of voice.

E) emphasizing the word "yet."

Answer: C Explanation: Nonverbal communication refers to messages that are conveyed through something other than words, like tone of voice, emphasis of words, facial expressions, gestures, etc. The question "Did you finish the report yet?" is direct and non-threatening if asked in a calm tone of voice with an indifferent expression on your face. When asked in an angry tone, with a frown, emphasizing the word "yet," while shaking your head, it becomes much more inflammatory.

Diff: 2 Type: MC Objective: LO 3.2 28) Body language, posture, and gestures ________.

A) reveal little about the attitude of the speaker B) can help you interpret attitude without listening to any words C) only express attitudes of shame or uncertainty D) should be interpreted without regard to facial expressions E) must be interpreted independent of cultural context Answer: B Explanation: You can often interpret attitude from body language without listening to any words. Body language and gesture may be ambiguous and should be interpreted in the context of facial expressions and culture.

Diff: 2 Type: MC Objective: LO 3.2 29) Research suggests that focusing on the entire face, including both eyes and the mouth, when reading facial expressions is done by people from ________.

A) China B) Japan C) Korea D) Germany E) all over the world, regardless of culture or geography Answer: D Explanation: People from East Asian cultures like China, Japan, and Korea tend to focus mainly on the eyes when they are reading facial expressions. People from the West tend to focus on the entire face.

Diff: 2 Type: MC Objective: LO 3.2

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30) In the active listening process, responding has two roles; to let the speaker know that you understand their points, and to ________.

A) discourage further input B) cut the speaker's conversation short and actively direct the communication C) evaluate what has been said D) use body language that accompanies the message E) initiate the next step in the conversation Answer: D Explanation: Responding has two roles in the listening process: 1) You let the speaker know that you understand their points, 2) You initiate the next step in the conversation. Some responses are designed to quickly stop any further exchange. Others will move the discussion forward. Responses can be verbal and nonverbal.

Diff: 1 Type: MC Objective: LO 3.2 31) Paraphrasing to ensure understanding ________.

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

Diff: 2 Type: MC Objective: LO 3.2 A coworker states, "Please be sure to submit all status reports two days before the monthly departmental meeting."

32) Which of the following paraphrases for literal content?

A) Are you concerned that people are turning in their reports late?

B) You sound frustrated that people seem to be waiting until the last minute to submit their status reports.

C) You are saying that you would like us to have our status reports in a couple of days before the date of the monthly meeting.

D) So, you do not want us to hand in our reports earlier than that?

E) Are you concerned that there will not be time for the supervisor to review the reports before the meeting?

Answer: C Explanation: Paraphrasing for content means ensuring that you understand literally what was said. You restate the message in different words to be sure you understand it.

Diff: 2 Type: MC Objective: LO 3.2

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33) Which of the following paraphrases for emotional content?

A) Are you concerned that people are turning in their reports late?

B) You sound frustrated that people seem to be waiting until the last minute to submit their status reports.

C) You are saying that you would like us to have our status reports in a couple of days before the date of the monthly meeting.

D) So, you do not want us to hand in our reports earlier than that?

E) Are you concerned that there will not be time for the supervisor to review the reports before the meeting?

Answer: B Explanation: Paraphrasing for the emotional content means ensuring that you understand the feeling behind the speaker's statement. You confirm your understanding of the speaker's emotions.

Diff: 2 Type: MC Objective: LO 3.2 34) After Monica shares an idea at a meeting, Rachel immediately responds "That would never work!" This response stops Monica's participation in the rest of the discussion. Which of the following responses would best have kept the discussion moving forward?

A) I think that is a terrible idea, but that is just my opinion.

B) That is a different way to look at it—how would it work?

C) I know you would not have come up with such an outlandish idea if you knew all the facts.

D) Why do you think that could ever work?

E) That is not how I would do it, but I guess it is not completely ridiculous.

Answer: B Explanation: This statement is much more tactful than the original, and any of the other choices. It also elicits more information from the speaker, so that they will be pulled into further discussion.

Diff: 2 Type: MC Objective: LO 3.2

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A colleague stops by your desk and asks if you have some time to help them right now. You reply, "Sure."

35) Which of the following nonverbal signals would most likely undermine your affirmative verbal response and give the impression that you would prefer NOT to help your colleague?

A) making eye contact B) sighing C) smiling D) pulling out a chair for your colleague E) gesturing for your colleague to take a seat Answer: B Explanation: On some occasions the nonverbal messages communicate more fully than the verbal ones. Cues like sighing, continuing to stare at your desk, or tensing up your body would all undermine your affirmative verbal response, and give the impression that you would rather not help your colleague. The other cues all indicate a friendly willingness to help.

Diff: 2 Type: MC Objective: LO 3.2 36) Which of the following nonverbal signals would most likely indicate your happy willingness to assist your colleague?

A) sighing B) tensing up your body C) muttering under your breath D) pulling out a chair for your colleague E) rolling your eyes Answer: D Explanation: On some occasions the nonverbal messages communicate more fully than the verbal ones. Pulling out a chair for your colleague and offering them a seat is a welcoming gesture that emphasizes your willingness to help. The other cues all undermine your affirmative verbal response.

Diff: 2 Type: MC Objective: LO 3.2 37) At a staff meeting, Agnes is presenting an idea to colleagues about how to attract better applicants. Within a couple of minutes, Kelly, who has been with the company for many years, rolls back the chair, sighs, and whispers to a colleague, "we tried this back in the 90s. It didn't work back then either." Kelly is ________.

A) prejudging Agnes B) prejudging Agnes' idea C) jumping to conclusions D) viewing Agnes through a halo effect E) hostile towards Agnes Answer: B Explanation: Having heard similar proposals, Kelly is prejudging Agnes' idea without hearing the rest of it.

Diff: 2 Type: MC Objective: LO 3.2 13 .

38) What is the term for having an unconscious bias or prejudgment while receiving information in which a past impression of the speaker (or writer) negatively influences your perception of their message?

A) negative halo effect B) poor judgment C) negative reaction D) bad speaker E) negative physiological effect Answer: A Explanation: A type of unconscious bias that occurs when you receive information from a speaker or writer who you have a past impression of is called the halo effect. The experience you have had in the past influences your perception of their message, either negatively or positively.

If you have had previous negative experiences with the speaker, you will probably see/perceive them and/or their message through a negative halo effect (negative manner). If you like and respect a person, you will unconsciously perceive their messages through a positive halo effect (positive manner).

Diff: 1 Type: MC Objective: LO 3.2 39) Darius' colleague, Raff, asks, "Would you mind looking over this memo before I send it out to the department?" Darius responds by saying, "Sure, you would like me to read the memo so that it is free of spelling errors before you send it out?" What is Darius doing?

A) restating or paraphrasing the content of the message to ensure that they understand it B) restating or paraphrasing the content of Raff's message because Raff's message is not clear C) restating or paraphrasing the message so that they can understand its intent D) restating or paraphrasing the message to show Raff that Darius understands Raff's fear of being embarrassed with a potentially incorrect memo E) restating or paraphrasing Raff because imitating or mirroring them will make Raff feel more comfortable with Darius Answer: C Explanation: Darius assumes that Raff is concerned most with spelling and Darius is verifying this with Raff by restating the intent of the message.

Diff: 2 Type: MC Objective: LO 3.2

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Kaleb works for a financial management company that is shifting its focus towards managing clients whose portfolios are valued at over a million dollars. Many clients will be encouraged to seek management from firms that are more focused on smaller portfolios. However, a certain number of clients will be asked to remain with the company despite having investments worth less than a million dollars. Kaleb is on a team to determine which clients would be most beneficial to carry forward and the team has been discussing various clients. Matthew is a junior member of the firm and is advocating for a selection of clients on the list. Kaleb is distracted, irritated, and dismissive of Matthew's recommendations. But when Min Jung, a senior member of the firm and an associate who enjoys considerable respect in the firm, concurs with Matthew's recommendations, Kaleb changes their opinions and is in full agreement with Min. 40) It is most likely that Kaleb's changing opinions are being affected by what?

A) fear of offending Min Jung or being fired if Kaleb does not agree Min Jung B) the halo effect C) sexism D) jealousy E) lack of time to reflect on the evidence presented Answer: B Explanation: As Matthew is a junior member of the team, Kaleb probably views Matthew's recommendations with little credibility. Since Kaleb's opinion of Matthew's recommendations changed immediately upon hearing the opinion of Min Jung, it is most likely that Kaleb sees Min Jung through the halo effect as a person with great respect. Kaleb holds high regard for Min Jung's opinion and therefore changes theirs opinions of Matthew's recommendations based on the fact that Min Jung agrees with Matthew.

Diff: 2 Type: MC Objective: LO 3.2 41) To evaluate Matthew's recommendations more accurately, what could Kaleb do?

A) identify an emotional response in reaction to Matthew and practice active listening B) pay close attention to Matthew's nonverbal messages C) discuss Matthew's credibility with Min Jung after the meeting D) avoid meeting Matthew in the future E) paraphrase Matthew's arguments in order to determine their emotional content Answer: A Explanation: By practicing active listening, Kaleb will be better able to judge Matthew's arguments on their own merits rather than on the perception of Matthew's credibility.

Diff: 2 Type: MC Objective: LO 3.2

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42) When you talk and you fail to invite or engage with any response from your audience, you are delivering ________.

A) a decalogue B) a dialogue C) a monologue D) a monoglot E) a diatribe Answer: C Explanation: The root of "monologue" is the Greek "mono," which means single or alone.

Diff: 2 Type: MC Objective: LO 3.3 43) Which of the following is the best definition for "ambiguous"?

A) to have dexterity in both hands B) to have no defined shape C) to mean precisely one thing D) to have many possible interpretations E) to have conflicting feelings or beliefs about something Answer: D Explanation: The Latin prefix "ambi" means "both" and has come to mean "many." To be ambiguous means to have many interpretations or meanings.

Diff: 2 Type: MC Objective: LO 3.3 44) In the sentence, "the neighbours are arguing with the condo board because they seem concerned about the visitor parking rules," the pronoun "they" is ________.

A) unambiguous B) ambiguous C) ambivalent D) grammatically incorrect E) amorphous Answer: B Explanation: It is unclear whether "they" refers to the neighbours or to the condo board.

Diff: 2 Type: MC Objective: LO 3.3 45) Which of the following best describes "upward inflection"?

A) It is rarely used in formal speech.

B) It gives your verbal messages greater gravitas.

C) It is used to convey declarative messages.

D) It is normally used to indicate a question.

E) It is very uncommon in North American culture.

Answer: D Explanation: English speakers are accustomed to hearing upward inflection at the end of a sentence that is structured as a question.

Diff: 2 Type: MC Objective: LO 3.3 16 .

46) Which is the best way to achieve "gravitas" in your speaking?

A) Speak only about significant topics.

B) End your sentences with an upward inflection.

C) Use emphatic hand gestures.

D) Raise your voice.

E) End your sentences with a downward inflection.

Answer: E Explanation: Gravitas is an attitude of dignity, seriousness, and gravity. It encourages the listener to take in what you have to say without being distracted. One means of achieving it is to inflect downwards.

Diff: 2 Type: MC Objective: LO 3.3 47) Which of the following is NOT a question that is recommended to ask when analyzing your audience?

A) Why will they be interested in what you are saying?

B) What barriers will prevent them from listening carefully?

C) What questions or objections might they have?

D) How do you feel most comfortable communicating?

E) What is the best way to connect with them?

Answer: D Explanation: Many speakers fail to connect with the audience's interests or knowledge about a topic. This question focuses on the speaker, not the audience. The other questions will help you analyze your audience and better connect with them.

Diff: 2 Type: MC Objective: LO 3.3 48) You need help on a project so you approach a colleague who is busily doing their own work.

When you approach this audience, what should you do?

A) Begin by describing your project in great detail so your coworker will know exactly what you need.

B) You should expect that your coworker is already prepared to listen.

C) Gain your coworker's attention and focus in a polite and positive way that will lead to further discussion.

D) Do not address any possible objections that might make your coworker say no to your request.

E) You should preface your remarks by saying, "You probably don't want to help me but I will ask anyway."

Answer: C Explanation: If you begin by describing your project in great detail, your coworker will probably tune you out. Instead, do not begin by describing the project in detail and then finally asking for help. Your immediate objective is to gain your audience's attention and focus in a polite and positive way that will lead to further discussion. Your coworker needs to understand, quickly, why you have chosen to interrupt their work to speak with them.

Diff: 2 Type: MC Objective: LO 3.3 17 .

49) A good interpersonal communicator ________.

A) resists attempts of other people to share the conversation B) engages in lengthy monologues C) fights off interruptions from the audience to hold onto "the floor" D) invites the audience to respond after clearly and concisely making their point E) avoids asking questions that are designed to move the conversation along Answer: D Explanation: A good interpersonal communicator will avoid monologues and instead shares the conversation with others.

Diff: 2 Type: MC Objective: LO 3.3 50) Miranda is speaking to a group about their company's new green initiative designed to increase environmental responsibility and reduce waste. After Miranda finishes presenting, which of the following would be the best choice to keep the conversation moving forward?

A) So that's all I have to say about the new initiative.

B) See, I told you this wouldn't take much time!

C) Does anyone have any questions about how this program will work?

D) Let's take a break for a while and consider all that has been said.

E) I'm sure you'll all agree that this is a great program!

Answer: C Explanation: This question will encourage the audience to think about what has been said and will elicit any questions or concerns they might have. Addressing these will move the conversation forward by discussing ideas in further detail or bringing up new points. The other remarks would not propel the discussion forward and in some cases actively try to stop it.

Diff: 2 Type: MC Objective: LO 3.3 51) Unambiguous language ________.

A) has only one meaning B) means different things to different people C) is likely to lead to errors D) can confuse the listener E) should be avoided for the sake of clarity Answer: A Explanation: Effective communication stems from using clear, concrete, unambiguous language.

Diff: 2 Type: MC Objective: LO 3.3

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52) Which of the following sentences is NOT ambiguous?

A) The Watsons are meeting with the Reddys to discuss their business.

B) A friend of Sona's gave their father a car for their birthday.

C) Samantha gave a ride to a friend wearing their wedding dress.

D) I cannot recommend this applicant too highly.

E) Rana gave Samantha a ride to the pub.

Answer: E Explanation: Whose business was discussed? Which father received the car? Was it Samantha or the friend wearing the wedding dress? Is the applicant being recommended or highly or not?

All of the other statements could be interpreted in more than one way.

Diff: 2 Type: MC Objective: LO 3.3 53) Saying, "I informed Karanpreet about the issue," and emphasizing the word, "I" with a loud and abrupt tone, will convey to your audience that ________.

A) you informed Karanpreet and not someone else B) Karanpreet needed to be informed about the issue C) the issue was huge and it must be dealt with D) Karanpreet was informed E) you took care of the issue Answer: A Explanation: Words carry meanings depending on how they are said. You will benefit from paying close attention to tone of voice and letting it influence your interpretation of what you hear. In this case, the word "I" was emphasized. You would interpret this to mean that the word "I" has extra meaning or holds more value than the other words in the sentence. This would probably mean that the speaker wants the audience to know that it was them who did the informing and not someone else.

Diff: 1 Type: MC Objective: LO 3.3 54) When nonverbal signals reinforce your words ________.

A) your audience will better understand and interpret your meaning B) your audience will not have confidence in your words C) your nonverbal communication carries less weight than your words D) you undermine your persuasiveness E) your cues conflict with your message Answer: A Explanation: Nonverbal communication refers to messages that are conveyed through something other than words (e.g., tone of voice, facial expressions, gestures, body language, and other behaviours). Consider how all these forms of nonverbal communication can help you better understand and interpret someone's meaning.

Diff: 2 Type: MC Objective: LO 3.2

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55) Your audience will be more likely to listen to you and understand what you are saying in which of the following situations?

A) smiling as you reveal the declining sales figures B) frowning while you explain that this is a serious matter C) pacing as you assure your audience that there is no cause for alarm D) sounding hesitant as you describe the reorganization plan E) continuing to stare at your computer while you agree to help a coworker Answer: B Explanation: A speaker's body language, facial expressions, gestures, and tone of voice have more impact on the listener than the speaker's words. In a conversation, your nonverbal communication can either conflict with a message or complement it. The correct response uses body language to complement the message.

Diff: 3 Type: MC Objective: LO 3.3 56) At a job interview with Walmart Canada, Dara speaks confidently and enthusiastically about prior experience. With a smile, Dara leans forward in the chair while speaking, as does the interviewer. What does Dara's nonverbal communication mean?

A) conflicts with the verbal communication B) makes the audience perceive Dara as arrogant and aggressive C) increases Dara's chances of getting a positive response D) undermines Dara's persuasiveness E) makes it more likely that Dara's audience will forget what was said Answer: C Explanation: In a Canadian job interview, Dara's nonverbal communication projects confidence and enthusiasm. Dara's body language is supporting Dara's message by demonstrating interest and a positive attitude. Body language may be ambiguous as it may be interpreted differently within different cultures and regions of the world.

Diff: 2 Type: MC Objective: LO 3.2 57) Use of which of the following specific types of language is recommended as a strategy for productive communication?

A) unambiguous language B) biased language C) accusatory language D) trigger words E) provocative questions Answer: A Explanation: The other choices represent the four specific types of language that can cause communication problems and negative feelings. The use of unambiguous language is recommended, as it leads to clear communication.

Diff: 2 Type: MC Objective: LO 3.3

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58) Gender specific communication styles ________.

A) may lead listeners to draw incorrect judgments about a speaker based on their style B) use different labels for each gender, i.e., calling a woman a "chairperson" and a man a "chairman" C) involve the use of sexist language like "manpower," "businessman," and "salesman" D) cause problems in business communication that are unforeseeable and therefore unavoidable E) include male speakers' frequent use of hedges, hesitations, and tag questions Answer: A Explanation: Men and women are often socialized to behave differently from each other and thus may develop different gender-related styles of communication. Communication can break down if people are intolerant of other speaking styles or draw incorrect judgments about a speaker based on their style.

Diff: 2 Type: MC Objective: LO 3.3 59) Sociolinguists have observed that in spoken conversations ________.

A) men tend to interrupt more than women B) men tend to use hedges more than women C) women tend to interrupt more than men D) women tend to assert independence more than men E) men are less assertive Answer: A Explanation: Men tend to interrupt more than women.

Diff: 2 Type: MC Objective: LO 3.3 60) Which of the following statements includes a hedge?

A) Um, well, we could, ah, merge the departments.

B) I may be wrong, but I think that merging the departments might be a good idea.

C) Merging the departments is definitely the way to go.

D) Pardon me for interrupting, but we should merge the departments.

E) We can merge the departments, can't we?

Answer: B Explanation: Women tend to minimize the assertiveness of what they say by using hedges, hesitations, and tag questions. A hedge uses qualifiers like "may," "perhaps," and "might" to weaken the assertiveness of the statement.

Diff: 2 Type: MC Objective: LO 3.3 61) Your communication style is a product of the messages that you send both intentionally and unintentionally.

Answer: TRUE Explanation: Not all of the messages you send are intentional. You communicate many messages that you may not even be aware of sending, particularly via your body language.

Diff: 2 Type: TF Objective: LO 3.1 21 .

62) Listening can occupy typically 45% of your time at work Answer: TRUE Explanation: Studies show this to be the case, while talking occupies 30% of your time.

Diff: 1 Type: TF Objective: LO 3.2 63) Passive listening happens when you listen but you suppress your thoughts and feelings about what you are hearing in order to avoid conflict.

Answer: FALSE Explanation: Don't confuse passive listening with passive (nonassertive) behaviour or communication. You can easily be a passive listener and be an aggressive (overassertive) communicator at the same time. Passive listening means hearing what is being said without actually engaging with the content. Passive behaviour and communication means to withhold feelings and thoughts in order to avoid conflict.

Diff: 1 Type: TF Objective: LO 3.2 64) The better you are at listening to other people, the more likely it is that people will listen carefully to what you have to say.

Answer: TRUE Explanation: People who feel that they have been listened to are more likely to listen carefully in return.

Diff: 1 Type: TF Objective: LO 3.2 65) When a speaker expresses sarcasm by placing emphasis on a particular syllable, this is verbal rather than nonverbal communication.

Answer: FALSE Explanation: Verbal communication refers to messages that we send and receive through spoken words. How those messages are intended and interpreted can be influenced by their manner of delivery, but this manner of delivery is considered nonverbal communication.

Diff: 1 Type: TF Objective: LO 3.3 66) A lack of eye contact probably indicates that the speaker is untrustworthy.

Answer: FALSE Explanation: Eye contact in Western cultures tends to be taken as a sign of honesty, so it is true that in Western cultures, a lack of eye contact might indicate that the speaker is untrustworthy.

However, in Asian cultures, diverting the eyes is often considered a sign of respect.

Diff: 1 Type: TF Objective: LO 3.2

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67) Given the time it takes to properly evaluate information, particularly in terms of its credibility, it can be more costly to do so than it is worth.

Answer: FALSE Explanation: Failing to evaluate information properly may cost more time, and therefore money, in correcting mistakes or controlling damage from poor decisions.

Diff: 1 Type: TF Objective: LO 3.2 68) Responding to a message is not as important a component of active listening as hearing, comprehending, interpreting, and evaluating.

Answer: FALSE Explanation: Your response to a message indicates how well you have listened to a message and gives the speaker a chance to correct or validate your understanding.

Diff: 1 Type: TF Objective: LO 3.2 69) Kaleb works for a financial management company that is shifting its focus towards managing clients whose portfolios are valued at over a million dollars. Many clients will be encouraged to seek management from firms that are more focused on smaller portfolios. However, a certain number of clients will be asked to remain with the company despite having investments worth less than a million dollars. Kaleb is on a team to determine which clients would be most beneficial to carry forward and the team has been discussing various clients. Matthew is a junior member of the firm and is advocating for a selection of clients on the list. Kaleb views Matthew's input as distracting and irritating, and is dismissive of Matthew's recommendations. But when Min Jung, a senior member of the firm and an associate who enjoys considerable respect in the firm, concurs with Matthew's recommendations, Kaleb is in full agreement with Min Jung. In the scenario described above, Kaleb has jumped to conclusions.

Answer: FALSE Explanation: To jump to a conclusion means that Kaleb will have assumed Matthew's conclusions before Matthew has been able to make them. Kaleb has more likely been swayed by the halo effect since Kaleb appears to have dismissed Matthew from the start and Kaleb's opinion of Matthew's recommendations appears to have changed only because of Min Jung's concurrence with them, not because Min Jung has made additional arguments.

Diff: 1 Type: TF Objective: LO 3.2 70) Melanie does not listen closely to the supervisor's instructions and ends up sending a shipment to the wrong address. This costly mistake can be attributed to passive listening.

Answer: TRUE Explanation: Hearing information without actively paying attention to ensure understanding leads to costly mistakes like this one.

Diff: 1 Type: TF Objective: LO 3.2

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71) Understanding the meaning of an email message uses totally different skills than understanding the meaning of a conversation.

Answer: FALSE Explanation: Most of the same skills, especially interpreting and evaluating, are equally useful when you listen to the spoken word and the written word.

Diff: 1 Type: TF Objective: LO 3.2 72) Listening comprehension refers to how well you hear what is being said.

Answer: FALSE Explanation: Listening comprehension actually refers to how well you can understand what you hear. You might very clearly hear someone speaking in Dutch, but if you do not comprehend that language you will not understand what is being said.

Diff: 1 Type: TF Objective: LO 3.2 73) Interpretation involves analyzing the meaning of what you hear, read, or see.

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

Diff: 1 Type: TF Objective: LO 3.2 74) An empathetic listener focuses on the literal content of the communication, not the emotional content.

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

Diff: 1 Type: TF Objective: LO 3.2 75) Tone of voice is not considered a form of nonverbal communication.

Answer: FALSE Explanation: Emphasis and tone of voice are considered a form of nonverbal communication.

The same words can mean very different things when spoken in different tones of voice or when different words are emphasized.

Diff: 2 Type: TF Objective: LO 3.2 76) Asking "What do you think?" at the end of a presentation is not recommended, as it is too simple a question to move the discussion forward.

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

Diff: 2 Type: TF Objective: LO 3.3 24 .

77) Skills such as business etiquette and communicating with others are called hard skills because they are much harder to learn than soft skills.

Answer: FALSE Explanation: Hard skills are specific, teachable abilities that are usually measurable. Soft skills are usually related to one's ability to interact productively with others. Interpersonal skills, social skills, etiquette, and communication are examples.

Diff: 2 Type: TF Objective: LO 3.2 78) It is often possible for your nonverbal messages to conflict with your verbal messages.

Answer: TRUE Explanation: Our nonverbal messages often convey our true emotions even while our verbal messages say something different.

Diff: 1 Type: TF Objective: LO 3.3 79) You should avoid speaking with upward inflection at the end of your sentences unless you are asking a question.

Answer: TRUE Explanation: Many people have adopted this speech pattern as a natural way of speaking, regardless of whether or not a question is being asked. People who adopt an upward inflection on their statements tend to sound immature, young, and insecure. Use upward inflection when asking a question, but not for other types of sentences.

Diff: 1 Type: TF Objective: LO 3.3 80) You have just finished a team project where you were the team lead. You ask a few members of the team to share what the team thought of your interpersonal communication skills. You are shocked to hear that the team observed you as 1. "a poor listener," 2. "speaks in judgmental statements," 3. "orders others around by saying, ‘you must do this' or ‘you ought to do that'," and 4. "always wants to win the debate and have their ideas followed."

Well you did ask for peer feedback! What type of communicator has your teammates described you as? What can you do to develop an assertive communication style that will allow you to be open and flexible in most collaboration situations? Address each of the four (4) feedback statements above.

Answer: 1) Become an active listener by using active listening techniques, such as paraphrasing and asking clarifying questions. 2) State observations without modifiers, labels, or judgments. 3) Be direct and clear but use phrasing like, "What are your options?" or "What alternatives do we have?" instead of ordering people around. 4) Aim for win/win outcomes instead of win/lose outcomes.

Diff: 3 Type: ES Objective: LO 3.1

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81) Why is face-to-face interaction the "richest" form of communication?

Answer: Communication that involves media of any kind tends to be more limited than face-to-face communication since it limits the channels used in communication. For instance, text messaging can convey plenty of information through writing and pictures, but it loses all of the information that could also be conveyed through tone of voice, posture, gestures, and facial expressions. In contrast, face-to-face communication not only entails verbal communication but also includes body language and provides instant feedback.

Diff: 3 Type: ES Objective: LO 3.1 82) Why are soft skills best developed face to face rather than through social media?

Answer: All kinds of important transactions occur face to face, such as job interviews.

Millennials are notorious for their reliance on nonverbal or limited-verbal forms of social media to communicate and are seen as having lost the ability to communicate orally. Anyone who can demonstrate effective oral communication skills will stand out in this environment. Also, face to face is still how we tend to interact most meaningfully in and out of the workplace, and it is through face-to-face communication that we forge our most trusting and effective bonds.

Diff: 3 Type: ES Objective: LO 3.1 83) Discuss the difference between active and passive listening.

Answer: Active listening is the process of focusing attentively on what a speaker says, actively working to understand and interpret the content, and then responding to it to demonstrate understanding. It is difficult to do because we generally process faster than we speak, leaving our minds frequent opportunities to be distracted. An active listener focuses attention on the speaker and provides feedback to demonstrate that they have understood the speaker. Passive listening, on the other hand, might be limited to the act of hearing rather than listening: passive listeners may acknowledge that they are hearing something (perhaps by nodding along) but they are not attending to the content of what is being said and may therefore fail to comprehend the message or interpret it correctly.

Diff: 3 Type: ES Objective: LO 3.2 84) Discuss the difference between hearing and listening.

Answer: Hearing usually refers to the physical act of perceiving sound and directing your attention to that sound. Hearing is passive insofar as it requires nothing of the perceiver except to note that the sound is occurring. Listening, on the other hand, requires that the listener concentrate on the sound (in this case a verbal message) and actively interpret it in order to respond to it.

Diff: 3 Type: ES Objective: LO 3.2

26 .

85) Discuss the difference between comprehension and interpretation.

Answer: Comprehension refers to how well you understand what you hear. For instance, it might be difficult or impossible to comprehend something that is said in another language or in technical jargon. Interpretation, on the other hand, means to analyze the meaning of what you hear, read, or see to determine its intention. You can comprehend something that you hear, but you might still misinterpret it.

Diff: 3 Type: ES Objective: LO 3.2 86) As you are packing up to leave the office on a Friday afternoon, your boss tells you that they would like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, they complain that they needed it sooner. How could this breakdown in communication have been avoided?

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

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

If the boss had specified that they needed it that afternoon or by Sunday morning, etc., this problem would also have been avoided.

Diff: 3 Type: ES Objective: LO 3.2

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87) Explain the obstacles to properly evaluating messages that you hear.

Answer: A listener's evaluation of a speaker might be impaired by several factors such as prejudging the speaker, prejudging the idea, or jumping to conclusions. If you find a speaker annoying or distracting, or if their body language somehow disturbs you, it is possible that you will discredit what is being said because you are not evaluating the message itself but the speaker. One type of prejudgment is the halo effect, in which you unconsciously form a biased impression of the person with whom you are speaking based on previous experiences with that person. In such a situation, if you have had negative experience with the speaker you may unconsciously perceive their message in a negative light despite the content of the message.

Similarly, you might perceive the same message more positively if it came from somebody you respect and like.

It is possible to prejudge and idea too. If you fail to listen carefully to the speaker's rationale or explanation, you might dismiss an idea believing that you have already considered it. In this case, you would be evaluating an idea based on conclusions that you reached prior to listening to this particular speaker.

Finally, you might unfairly dismiss an idea because you believe that you know how the speaker intends to conclude a message. This is called jumping to conclusions and it means that you might interrupt a speaker before they are finished speaking, or you might tune out at the beginning of the message. Either way, you lose the opportunity to fully understand what the speaker is saying, and therefore you do not truly evaluate their ideas.

Diff: 3 Type: ES Objective: LO 3.2 88) Carol approaches a coworker to ask about a report. Carol is frowning and angrily asks, "Did you finish the report yet?" Describe the nonverbal communication in this situation and how it impacts the meaning of Carol's words.

Answer: Nonverbal communication refers to messages that are conveyed through something other than words, like tone of voice, emphasis of words, facial expressions, gestures, body language, or other behaviour. The question "Did you finish the report yet?" is direct but non-threatening if asked in a calm tone of voice with an indifferent expression on your face.

When asked in an angry tone with a frown and emphasis on the word "yet," it becomes much more inflammatory. The nonverbal cues suggest a tone of judgment that the report should have already been completed, as well as scorn and anger that this hasn't yet happened.

Diff: 3 Type: ES Objective: LO 3.2 89) The supervisor told employees, "I would like to receive gentle, daily feedback on how our department is running." Paraphrase this statement to ensure that you understand the content, intent, and feeling behind the message.

Answer: Content: So, you're saying you would like us to report to you each day about how things are going?

Intent: Are you concerned that people are not sharing their feelings about how things are going?

Are you concerned that people only speak up when they want to complain?

Feeling: You sound frustrated that people are not sharing their feelings on how things are running until they are unhappy and then vent these feelings in a harsh or unconstructive way.

Diff: 3 Type: ES Objective: LO 3.2 28 .

90) You need help on a project so you approach a colleague who is busy doing their own work.

Describe how to best approach your audience so they will listen to your request.

Answer: Your audience is focusing on something else, which will likely prevent them from listening carefully. If you begin by describing your project in great detail, they will probably tune you out. Instead, briefly describe what you want so they will understand why you are communicating. You might then anticipate that they feel too busy to help by letting them know that it should not take much of their time. Offering to return the favour by helping them on their current project or at some future point could also help overcome this resistance. At this point, your audience will be ready to listen.

Diff: 3 Type: ES Objective: LO 3.3

29 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 4 Who Are You? Understanding Intercultural Communication and Workplace Diversity 1) The problem with single story perspectives is that they ________.

A) create uninformed, limited perceptions of others B) fail to differentiate between people of various ethnicities C) tend to limit the inventiveness of the person telling the story D) challenge ingrained perceptions that people hold of other cultures E) assume that everyone has the same story Answer: A Explanation: A single story perspective is one that allows only one "story" about a culture, often one that is based on incorrect assumptions and biases.

Diff: 2 Type: MC Objective: LO 4.1 2) Which element of business and intercultural communication is least in your control?

A) the timing of your message B) the channel you select C) the tone of your message D) the content of your message E) the people you do business with Answer: E Explanation: In an increasingly multicultural global business environment, you are increasingly more likely to do business across cultures. Therefore, developing intercultural communication skills is essential.

Diff: 1 Type: MC Objective: LO 4.1 3) Fahima is a visiting student and a Muslim from the Arabic nation of Qatar. Welcoming her at the airport, the sponsors are surprised to see that Fahima is not wearing a hijab and is wearing clothing that is very similar to their own. They are even more surprised to learn that Fahima is a capable driver and owns a vehicle back home. Fahima's sponsors are surprised because ________.

A) Fahima does not conform with the single story perspective that her hosts have of her culture B) Arabic women are required to wear hijabs C) Arabic women are not allowed to drive D) Fahima's sponsors are not educated in Arabic culture E) Fahima's sponsors are ethnocentric and do not believe that it is right for women to wear head coverings Answer: A Explanation: Fahima's hosts have a single story perspective of their guest and while they are aware of some Arabic cultural norms, they are not aware of the nuances and exceptions to the norms that exist in Arabic culture.

Diff: 2 Type: MC Objective: LO 4.1 1 .

4) Generalizations about a group's preferences and tendencies become stereotyping when ________.

A) they are based on research or second-hand accounts B) they are based on personal experience C) they are ethnocentric D) they are oversimplified "single story" images of the group E) those generalizations are demeaning or negative Answer: D Explanation: Stereotyping is a perception about an individual or group based on a belief that all people in a given group behave the same way. Generalizations about a culture are not necessarily stereotyping so long as they remain flexible and open to adjustment, especially when applied to individuals.

Diff: 2 Type: MC Objective: LO 4.1 5) The "tendencies" of a group of people are ________.

A) largely fictitious characterizations applied inappropriately to a group B) always open to modifications based on the individuals you interact with C) expectations about what others are like that tend to be rigid or stable characteristics D) generalizations about a group that are usually incorrect shortcuts to understanding their culture E) single story stereotypes that generalize about a group Answer: B Explanation: Ideas about other groups may be referred to as "tendencies," which are always open to modification based on the individuals you interact with. It is a mistake to get trapped by stereotypes. Although, stereotypes may describe a generally observed cultural norm, if you assume everyone from that culture follows that norm, you ignore the fact that individuals are unique.

Diff: 1 Type: MC Objective: LO 4.1 6) Generalizing or oversimplifying a generally observed cultural norm ________.

A) is called stereotyping and is a problem because individuals within a culture are unique B) is called ethnocentrism and is a problem because it limits our understanding of any given culture C) is generally, an acceptable practice in business since it simplifies intercultural communication D) may help you serve customers better and relate to your coworkers more effectively E) motivates and compliments the recipients of your message Answer: A Explanation: Stereotyping involves single story generalizations about a group and does not consider the fact that people within the group may diverge widely from their perceived cultural norms. If you stereotype you run the risk of alienating, demotivating, and offending the recipients of your messages.

Diff: 2 Type: MC Objective: LO 4.1

2 .

7) Fahima is a petroleum engineer from Qatar who is visiting Calgary for a few months to learn how things are done at the parent company. Soon after she arrives, she is given a tour of the city and various facilities by her new colleagues and Fahima realizes that they are all going to some effort to ensure that she is never left alone with only male colleagues. Fahima laughs when she realizes that her Western colleagues have learned a few things about Muslim nations, one of which is the expectation that women should not be seen in public with men unless they are members of her own family. Fahima gently corrects their misperception of the status of women in Qatar and asks them to treat her as they would any other colleague. From that point on, her new colleagues follow her lead in matters relating to culture. Fahima's colleagues ________.

A) have shown disrespect to Fahima by not learning more about Qatar before her arrival B) understand that generalizations about any culture must be understood as tendencies and preferences rather than as absolute truths C) have stereotyped Fahima and her culture D) are ethnocentric and expect Fahima to conform to their culture E) are making single story assumptions about Fahima Answer: B Explanation: Fahima's new colleagues have indeed made some general assumptions about Fahima, but rather than persist in their assumption (which would be stereotyping) they have allowed Fahima to tell her own story.

Diff: 2 Type: MC Objective: LO 4.1 8) Which of the following behaviours indicates stereotyping?

A) Meeting Mandeep for the first time, Talia is curious about the intricate henna drawings that cover Mandeep's hands. Talia asks if they mean anything and listens attentively as Mandeep explains the importance of henna in Indian wedding ceremonies.

B) Talia has invited new neighbours over for dinner. Knowing that they have recently immigrated from Sudan, and guessing that they are Muslim, Talia prepares a meal with no pork in it.

C) Talia does not want to visit the United States and tells friends it is because "Americans are so loud and obnoxious all the time."

D) Canadians are known for their tendency to apologize frequently.

E) Sasha's school principal has requested that this year teachers wish their students "happy holidays" rather than "merry Christmas" in an effort to demonstrate inclusiveness.

Answer: C Explanation: This is the only true example of stereotyping since it suggests a permanent, inflexible characterization of a population.

Diff: 2 Type: MC Objective: LO 4.1

3 .

9) "Culture" can be defined as ________.

A) the artistic and creative output of a group of people B) the unalterable characteristics that define a group of people C) the genetically inherited traits that are common amongst a particular group of people D) the story that a group of people tells about themselves E) the learned and shared attitudes and behaviours that characterize a group of people Answer: E Explanation: While not every person in every culture will share exactly the same attitudes and behaviours, people demonstrate their culture through values, ideas, and attitudes.

Diff: 1 Type: MC Objective: LO 4.1 10) "I do not know why Canadians eat with forks and spoons when chopsticks are so much better. They should all use chopsticks like we do." This sentence is an example of which of the following?

A) ethnocentrism B) culturalism C) stereotyping D) intercultural communication E) cultural intelligence Answer: A Explanation: Ethnocentrism is a conscious or unconscious belief that your own cultural norms are superior to all others and, further that others wish to emulate your own cultural norms. If you find yourself in a different cultural setting and your feeling is "they are doing it wrong. Our way is better," you are experiencing ethnocentrism.

Diff: 1 Type: MC Objective: LO 4.1 11) "First Nations" is a term used to refer to ________.

A) the peoples who inhabited Canada prior to colonization B) the first European settlers to arrive in Canada C) the Indigenous people belonging to the Haida and the Blackfoot tribes D) the original four provinces to enter into Confederation on July 1, 1867 E) the "motherland" nations to which migrants belonged prior to migrating to Canada Answer: A Explanation: First Nations is a term used to describe Indigenous peoples in Canada who are not Métis or Inuit.

Diff: 1 Type: MC Objective: LO 4.1

4 .

12) If you catch yourself being ethnocentric, you are likely ________.

A) demonstrating pride in the values and behaviours of the culture to which you belong B) unconsciously adopting the behaviours of different cultures that you interact with C) appreciating ethnic differences among people D) thinking that the people of another culture are "doing it all wrong" E) participating in cultural behaviours that characterize an ethnicity Answer: D Explanation: Ethnocentrism is a belief that your own culture is superior to others and that the way things are done in your culture is the way they ought to be done by all cultures.

Diff: 1 Type: MC Objective: LO 4.1 13) While travelling in Spain, Kim overheard a group of vacationers complaining that the Spanish eat far too late in the evening and that restaurants in Spain should open much earlier, just as they do "back home." The vacationers are demonstrating ________.

A) ethnocentrism B) racism C) pride in their own ethnicity D) intolerance E) ignorance Answer: A Explanation: Ethnocentrism is the belief that one's own cultural norms are superior to others and that others should emulate your cultural norms.

Diff: 1 Type: MC Objective: LO 4.1 14) Which of the following is an example of ethnocentrism?

A) a Canadian who believes that all nations are, or should be, striving to be democracies B) a Rwandan Hutu immigrant to Canada refusing to work with a Rwandan Tutsi colleague because of their ethnicity C) an American's belief that all Canadians are well mannered and polite and that they apologize frequently D) an Indonesian migrant giving Canadian children lessons in making batik E) a German who loves to travel and learn about various ethnicities around the globe Answer: A Explanation: Ethnocentrism is the belief that one's own cultural norms are superior to others and that others should emulate your cultural norms.

Diff: 1 Type: MC Objective: LO 4.1

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15) Which of the following is an example of stereotyping?

A) a belief that all Inuit live in igloos B) a belief that all societies should strive to have identical gender roles in their societies C) a religious belief that homosexuality is wrong D) an observation that Chinese businessmen tend to focus on relationship building rather than "getting down to business" E) a belief that Caucasians living in Alberta get too little vitamin D and are therefore prone to certain diseases Answer: A Explanation: This is single story thinking based on an old and outdated perception of people who live in the arctic.

Diff: 1 Type: MC Objective: LO 4.1 16) Arriving a few minutes early for a meeting ________.

A) is typically considered polite in most business environments globally B) is typical of the time-consciousness of Canadian First Nations societies C) is seen as a sign that you have too little to do in Canadian businesses D) is the best way to conduct business E) is a cultural norm associated with Canadians and one of the many shared assumptions that Canadians hold that are not necessarily characteristic of other cultures Answer: E Explanation: While not every Canadian conforms to this expectation, a general characteristic of Canadian business culture is the expectation that you will be early for meetings.

Diff: 1 Type: MC Objective: LO 4.1 17) Which of the following behaviours results from an organizational culture?

A) Sandi writes a memo that is meant to be read by the entire department but sends it first to the manager for approval.

B) Tannis is conversing with an elder and allows long periods of silence to fall between them without breaking it.

C) Vanessa and Kyle remove their shoes before entering a friend's home.

D) Two male Turkish friends, Arda and Hasan, hold hands as they walk.

E) Suki keeps their eyes lowered when conversing with the employer to demonstrate respect.

Answer: A Explanation: Some organizations are hierarchical and require that communications go through various levels of approval. This is an organizational requirement rather than one of a broader culture.

Diff: 1 Type: MC Objective: LO 4.1

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18) A department sends out an email to all of its employees asking that they refrain from printing personal items on the photocopiers. Since Brian has encountered problems with this before, as well as a number of other photocopier issues, Brian sends out a reply-all email asking that people also do not leave coloured paper in the trays or leave the copiers jammed. In response, the supervisor sends Brian a message asking Brian not to send out mass emails using "reply all" without clearing it with them first. Brian has most likely ________.

A) offended the supervisor because it is their job to solve departmental problems, not Brian's B) offended colleagues by pointing out their abuse of the photocopier C) violated a spoken or unspoken convention of the organizational culture in which it is expected that mass emails be sent from management only D) violated a cultural norm E) incorrectly used the "reply all" tool within the email software Answer: C Explanation: In some organizations, it might be considered acceptable to voice a request using a mass email, whereas in other, more hierarchical organizations, this kind of communication with an entire department might be considered inappropriate. Whether it is appropriate or not is entirely to do with the organizational culture.

Diff: 1 Type: MC Objective: LO 4.1 19) Which is NOT an expression of organizational culture?

A) how power and authority is given in an organizational hierarchy B) how information flows through an organizational hierarchy C) the way an organization treats its employees and customers and the wider community D) how formal or informal meetings will be E) the laws and regulations that govern how businesses practice Answer: E Explanation: The laws and regulations that govern a business are externally imposed by governments and regulatory bodies. They might influence organizational culture but do not emerge from within the organization, so are not intrinsically part of its culture.

Diff: 2 Type: MC Objective: LO 4.1 20) What is demonstrated by the way in which a company operates and how it treats its employees, customers and the wider community?

A) how much money the company is making B) how much intercultural diversity the company has C) how the company interacts with global partners D) the company's organizational culture E) the cultural awareness of the company Answer: D Explanation: Organizational culture refers to an organization's expectations, philosophy, and values. One of the ways it is demonstrated is in the ways the organization conducts its business and how it treats its employees, customers, and the wider community.

Diff: 2 Type: MC Objective: LO 4.1 7 .

21) Each person we meet and work with will have at least three "stories," three major influences on their sense of identity. Which of the following would be part of "a foundation of common human needs and desires"?

A) becoming a bird watching hobbyist because you enjoy birds B) preferring jazz over heavy metal music C) following a vegetarian diet plan because you feel it's the healthy choice D) being thankful for your family providing you a place to live E) taking up an exercise program to get in shape Answer: D Explanation: A foundation of common human needs and desires includes some basic human qualities, such as love for one's offspring, gratitude for favours, anger at perceived injustice, and basic physical and psychological survival needs for shelter, food, companionship, acceptance and respect.

Diff: 2 Type: MC Objective: LO 4.1 22) To develop a "mindset of cultural intelligence" you should ________.

A) perform research on various cultures to discover how they are characterized B) learn at least one foreign language C) travel as much as possible to expose yourself to other cultures D) allow others to define themselves, letting their stories unfold naturally E) participate in cultural events in your community such as visiting galleries or attending the symphony Answer: D Explanation: To develop cultural intelligence also means to pay attention to how an individual within a culture defines themself, which is a "story" unique to that person. Learning broadly about other cultures will give you one part of the story that makes up a person's identity, but effective communication comes from your understanding of how the three stories that make up a person's identity overlap.

Diff: 2 Type: MC Objective: LO 4.1 23) A person's unique individual identity is formed through the following influences: ________.

A) their own preferences; their personal beliefs; and their lifestyle choices B) their personal preferences; the fashion and style choices they make; and their age C) their common human needs and desires; their exposure to cultural phenomena such as art, music, and dance; and their skin colour D) their shared experience of injustice; their national cuisine; and their lifestyle choices E) their choice of peers; their personal beliefs; and their common human needs and desires Answer: A Explanation: There are elements of identity that each person develops that are uniquely their own: preferences (music, colour, food, personal style), personal beliefs based on experience that may conflict with cultural or social norms, and lifestyle choices, to name a few possible individual traits.

Diff: 2 Type: MC Objective: LO 4.1 8 .

24) Feeling gratitude for favours is an example of ________.

A) a cultural norm B) common human needs and desires C) cultural and social identity D) unique individual identity E) culturally specific behaviour Answer: B Explanation: This is a quality of humans that is relatively common to all and is not tied to any one particular culture or individual identity.

Diff: 2 Type: MC Objective: LO 4.1 25) Sebastian is highly competent with social media and demonstrates global citizenship. These are qualities Sebastian says are a result of belonging to the millennial generation. Sebastian's self-identity as a millennial is a function of, or contributes to, Sebastian's ________.

A) foundation of common human needs and desires B) cultural and social identity C) unique individual identity D) single story perspective E) nationality Answer: B Explanation: While competence with social media and a sense of global citizenship are not confined to the millennial generation, Sebastian self-identifies as being a millennial.

Diff: 2 Type: MC Objective: LO 4.1 26) Most surfers start their professional careers in their teens and retire around the age of 35.

Trahn started a professional surfing career at the age of 45 and is proud of having developed this skill but also proud of the age at which they started surfing professionally. This might contribute to, or be a function of, Trahn's ________.

A) common human needs and desires B) cultural and social identity C) unique individual identity D) single story perspective E) cultural intelligence mindset Answer: C Explanation: The components of a unique individual identity are often those that conflict with cultural norms.

Diff: 2 Type: MC Objective: LO 4.1

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27) Cultural intelligence is characterized by ________.

A) an awareness of the cultural norms that characterize a given society B) an ability to assimilate into a given culture C) an appreciation of the music, art, dance, and other manifestations of the arts that characterize a culture D) allowing others to define their own identities instead of imposing a stereotype on them E) allowing others to define their own identities, adapting your assumptions as you gain new evidence, and paying attention to assumptions that you might have Answer: E Explanation: While the first three characteristics might contribute to a mindset of cultural intelligence, these three together form the key elements of cultural intelligence.

Diff: 2 Type: MC Objective: LO 4.1 28) Bruce is assigned to work with Assma'a on a project. Assma'a wears a Hijab as an expression of her Muslim faith. However, Assma'a was born in Canada, studied at a Canadian university, and participates fully in "Canadian" culture. She even plays hockey in a local league. In a series of well-intentioned gestures, and in an attempt to demonstrate his "tolerance" of cultural differences, Bruce asks Assma'a several times throughout the day for her opinion about "Muslim" issues, such as the debate over wearing head coverings for passport photographs, or the current resurgence of anti-Islamic rhetoric in politics. While Assma'a appreciates what Bruce is trying to do, she finds it awkward every time "Muslim" subjects come up and feels that she has been reduced to nothing more than an "apologist" for her faith (somebody who offers a defense for a controversial position). In trying to be culturally sensitive, Bruce has ________.

A) ignored key social differences between himself and Assma'a that need to be respected B) overemphasized his and Assma'a's commonalities C) ignored individualism D) ignored Assma'a's cultural/social identity E) applied a stereotype to Assma'a Answer: C Explanation: Bruce is focusing on only one part of Assma'a's identity: that she is Muslim. He is ignoring all of the other commonalities that he and Assma'a share as well as the various "stories" that Assma'a might draw her sense of identity from other than her faith.

Diff: 2 Type: MC Objective: LO 4.1

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29) Assma'a is assigned to work on a class project with Bruce and two other students. Assma'a is an international student visiting from Oman and she wears a Hijab as an expression of her Muslim faith. Trying to be friendly, Bruce says, "Welcome to the team!" and gives Assma'a a big hug. Not wishing to offend, Assma'a plays along, but the other members of the group notice that she is clearly uncomfortable with the physical contact. Even though he is well intentioned, Bruce has ________.

A) ignored key social differences between himself and Assma'a that need to be respected B) ignored individual identity C) overstated his stereotype of Assma'a D) ignored commonalities between himself and Assma'a E) applied a stereotype to Assma'a Answer: A Explanation: You cannot assume that everybody is like you. What is defined as appropriate physical contact varies considerably from one culture to the next, and it is best to be cautious until you know a person better.

Diff: 2 Type: MC Objective: LO 4.1 30) It is useful to consider that respectful exploration of cultural norms prior to communicating with someone from a culture can help you ________.

A) make quick decisions about whether to do business with someone or not B) judge behaviours that are different from your own so you can teach the other person how to follow your own cultural norms C) apply stereotypes accurately and communicate more effectively D) manage your expectations about unfamiliar behaviours and help you interpret what you are experiencing E) apply your knowledge of the culture in business meetings and make the person feel more at home Answer: D Explanation: Having a respectful, changeable understanding of cultural norms is a good starting place for communicating with people from different cultures. It is useful to consider that respectful exploration of cultural norms prior to communicating with someone from a different culture can help you manage your expectations about unfamiliar behaviours. Armed with a bit of basic information, you can more accurately interpret what you are experiencing.

Diff: 2 Type: MC Objective: LO 4.2

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31) Individual achievements, satisfaction, and independent thinking are most highly valued in a(n) ________.

A) collectivist culture B) high-context culture C) individualistic culture D) polychronic culture E) high power-distance culture Answer: C Explanation: Individualistic cultures value these things more than other cultures.

Diff: 2 Type: MC Objective: LO 4.2 32) Sarah and Kenzie are meeting for the first time as representatives of their respective companies to discuss an arrangement between their companies. They meet in the lobby of the hotel at which they are staying and begin negotiating the terms of the contract within minutes of meeting. It is likely that Sarah and Kenzie are members of what kind of business culture?

A) collectivist B) low-context C) polychronic D) high-context E) uncertainty avoidance Answer: B Explanation: In low-context cultures, it is considered desirable to get immediately to the point with little need for establishing a context.

Diff: 2 Type: MC Objective: LO 4.2 33) Jiaying and Mingzhu need to close a sale between their two companies. Rather than meet at the office, they arrange to have lunch and they spend several hours together before talking about the sale. It is likely that they belong to what kind of business culture?

A) low-context B) collectivist C) uncertainty avoidance D) polychronic E) high-context Answer: E Explanation: High-context cultures value relationships and spend time to honour and maintain them rather than getting directly to business.

Diff: 2 Type: MC Objective: LO 4.2

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34) Ahmed asks Helmut for some feedback on a report that Ahmed has written. Helmut immediately responds in the following manner: "Your argument is quite weak without more evidence to support it. I would do a bit more research." It is likely that Helmut belongs to what kind of culture?

A) low-context B) polychronic C) high-context D) individualistic E) uncertainty avoidance Answer: A Explanation: Low-context cultures value direct feedback.

Diff: 2 Type: MC Objective: LO 4.2 35) The Canadian business model that rewards CEOs of companies with large bonuses when they achieve company objectives is typical of what kind of business culture?

A) collectivist B) low power-distance C) holistic thinking D) uncertainty avoidance E) individualistic Answer: E Explanation: Individualistic business cultures will reward leaders even when many people are involved in reaching a company's objectives. A collectivist culture will be more likely to spread the reward equally amongst all of those who are involved.

Diff: 2 Type: MC Objective: LO 4.2 36) Which of the following is most typical of collectivist thinking?

A) a person chairing a meeting and insisting that everyone stick strictly to the agenda B) a manager accepting a bonus for having led their team to the completion of an important objective C) a manager sharing credit for meeting an important objective with their team D) an individual competing with the members of a team to gain the attention of upper management E) a manager singling out an employee for praise for their work on a project Answer: C Explanation: Collectivist cultures value loyalty to the group over individual reward.

Diff: 2 Type: MC Objective: LO 4.2

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37) Many successful businesses in Canada have moved away from hierarchical organizational arrangements, giving employees the autonomy to do as they see fit and removing managers from the equation. These businesses are expressing what kind of business culture?

A) low power-distance B) high power-distance C) polychronic D) low context E) high context Answer: A Explanation: Low power-distance cultures tend not to rely on hierarchies.

Diff: 2 Type: MC Objective: LO 4.2 38) Which of the following is most characteristic of a high power-distance culture?

A) Tony has an idea and spends the day assessing the feasibility of the idea. At the end of the day Tony places an order for the equipment needed to implement the idea.

B) Tony has an idea and calls a colleague in the Toronto branch to discuss it.

C) Tony has an idea and calls a meeting of peers to get their input on it.

D) Tony has an idea and walks across the open-plan office to the manager and explains the idea over coffee.

E) Tony has an idea and writes a proposal memo and sends the memo to the manager who approves it then forwards the memo to superiors.

Answer: E Explanation: High power-distance cultures use a clear organizational hierarchy that limits interactions between levels of power.

Diff: 2 Type: MC Objective: LO 4.2 39) Japanese businesses are often characterized by their slow decision-making processes: decisions that are made low on the hierarchy of power must often by accepted by each level up the corporate hierarchy in turn before they are actually implemented. This kind of decision making is characteristic of what kind of business culture?

A) high context B) low context C) collectivist D) uncertainty avoidance E) holistic thinking Answer: D Explanation: A culture that is uncomfortable with ambiguity, risk, and change will be characterized by uncertainty avoidance, which means that it is more likely to rely on approval from all levels of a hierarchy.

Diff: 2 Type: MC Objective: LO 4.2

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40) Which of the following is an example of uncertainty avoidance?

A) having a flexible, open agenda in a meeting B) responding pragmatically to situations as they arise and solving problems on the fly C) conforming to strict policies concerning how internal communications are to be handled D) having a colleague check your work before submitting it for review E) expecting that all of the people invited to a meeting will show up for it a few minutes early Answer: C Explanation: Cultures that prefer uncertainty avoidance tend to follow clear guidelines.

Diff: 2 Type: MC Objective: LO 4.2 41) Kenzie is "on loan" to the company's Chinese branch as an expert in systems analysis.

Kenzie knows vaguely what the Chinese manager, Mingyu, would like Kenzie to accomplish while working in China and the two of them are discussing the project. Kenzie is becoming impatient as Mingyu begins to speak endlessly about the context of the project. All Kenzie wants to know right now is what specific tasks do they need to get accomplished. Kenzie's impatience may be a result of the fact that Kenzie is used to what kind of business culture?

A) holistic thinking B) specific thinking C) uncertainty avoidance D) collectivist E) individualistic Answer: B Explanation: Western cultures tend to prefer specific thinking. Rather than having the entire context for a problem, they prefer details and specific information as soon as possible.

Diff: 2 Type: MC Objective: LO 4.2 42) Completing a business trip to Buenos Aires, Argentina, a Canadian business person made an appointment to have a business dinner with their Argentinean counterpart at 8:30 p.m. The Canadian business person arrived for the meeting at 8:20 p.m. and was annoyed to still be waiting for the Argentinean at 8:45 p.m. The feeling that the Argentinian's tardiness is rude is probably due to the fact that the Canadian belongs to what kind of business culture?

A) polychronic B) high power-distance C) low context D) high context E) monochronic Answer: E Explanation: Monochronic cultures value punctuality and see a lack of it as a sign of disrespect.

Polychronic cultures place less value on time and more on relationships.

Diff: 2 Type: MC Objective: LO 4.2

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43) Which behaviour is most typical of a polychronic culture?

A) You have a meeting at 9:00 a.m. You arrive at 8:45 a.m. ready to start.

B) You have a report to complete for the end of the day but a client invites you to lunch. You value the relationship, so you spend almost the entire afternoon dining with the client, deciding to work on the report tomorrow.

C) You are chairing a meeting. You draw up an agenda with five objectives on it and you run the meeting to ensure that all five objectives are met within the hour that you've allotted for the meeting.

D) When you are working on behalf of a client, you divide your time into 15-minute increments and charge you client for each increment you work.

E) You have asked an employee to submit their report to you by 3:00 p.m. At 5:00 p.m., the report has still not arrived, so you call the employee to find out what happened.

Answer: B Explanation: Polychronic cultures tend to prioritize relationships over deadlines.

Diff: 2 Type: MC Objective: LO 4.2 44) Which of the following behaviours is most characteristic of a monochronic culture?

A) suggesting that your guests come to dinner for 7:00 p.m. but not really expecting them to arrive until 8:00 p.m. or so B) spending time with colleagues and clients outside of normal business hours to build relationships C) meeting with a client face to face rather than talking on the phone, despite the added travel time D) having an agenda at a meeting with specific times allocated for each topic and adhering to that agenda E) allowing a meeting to run over time so that everybody can have equal input on the first agenda item Answer: D Explanation: Monochronic cultures tend to adhere strictly to schedules.

Diff: 2 Type: MC Objective: LO 4.2 45) Which of the following is considered a usual way Canadian people might greet each other at the start of a business meeting?

A) air kisses B) kissing the left then right cheek C) handshakes D) a hug from the person chairing the meeting E) bowing when entering the meeting Answer: C Explanation: In Western cultures, a handshake between business partners is a normal part of a business meeting.

Diff: 1 Type: MC Objective: LO 4.2

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46) Countries with a more diverse population tend to interpret smiling as ________.

A) a sign that someone has a hidden agenda B) a sign of openness or friendly gesture C) a way to conform to social norms D) meaning someone is a fool E) related to negotiating status Answer: B Explanation: Countries with more diverse populations were more likely to interpret smiling as a friendly gesture, whereas countries with a less diverse population were more likely to interpret smiling as related to negotiating status within a social hierarchy. In Canada, smiling is seen as a sign of openness, welcome, and generosity of spirit.

Diff: 2 Type: MC Objective: LO 4.2 47) Canadian employees will often start their day with a to-do list, set a time goal for each objective on the list, and try to stick to the list. This is an example of what kind of culture?

A) linear-active B) multi-active C) reactive D) polychronic E) high context Answer: A Explanation: Planning, scheduling, and organizing are typical of linear-active cultures.

Diff: 1 Type: MC Objective: LO 4.2 48) Brazilian employees often choose which task to do depending on its relative thrill or importance and will often do several things at once. Brazilians are typically what kind of employees?

A) reactive B) monochronic C) multi-active D) specific thinking E) linear-active Answer: C Explanation: Employees working within multi-active cultures may have a tendency to do many things at once and prefer not to prioritize tasks based on time but by importance and interest.

Diff: 1 Type: MC Objective: LO 4.2

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49) According to the Lewis model of cultural types, Canadians tend to be somewhere between ________.

A) linear-active and multi-active B) linear and active C) multi-active and reactive D) multi-active and linear-reactive E) linear-active and reactive Answer: E Explanation: While tendencies cannot be applied universally to individuals, Lewis identifies the Canadian tendency to be linear planners and courteous listeners.

Diff: 1 Type: MC Objective: LO 4.2 50) Which of the following is a "national norm" described by the Lewis model of cultural types?

A) multi-actives B) cooperatives C) reactionaries D) concrete sequential E) uncertainty avoidance Answer: A Explanation: Lewis' model describes cultures as linear-actives, multi-actives, and reactives.

Diff: 1 Type: MC Objective: LO 4.2 51) Qualities such as gregariousness, a tendency to plan only in grand outlines, and a preference for the spoken word are all characteristic of what communication style according to the Lewis model?

A) active B) linear-active C) reactive D) multi-active E) non-reactive Answer: D Explanation: These are all tendencies of a multi-active style of communication.

Diff: 1 Type: MC Objective: LO 4.2

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52) A person who likes privacy, confronts with logic, and to whom the written word is important is most likely to be from a(n) ________.

A) reactive culture B) linear-active culture C) multi-active culture D) abstract-random culture E) concrete-sequential culture Answer: B Explanation: According to Lewis, linear-active cultures are most likely to value these qualities.

Diff: 1 Type: MC Objective: LO 4.2 53) According to the Lewis model of cultural types, qualities such as being a good listener, displaying subtle body language, and connecting one's social and personal lives are all characteristics of what kind of communication style?

A) multi-active B) linear-active C) reactive D) non-reactive E) active Answer: C Explanation: These are all characteristics of a reactive communication style.

Diff: 1 Type: MC Objective: LO 4.2 54) According to the Lewis model of cultural types, qualities such as a preference for privacy, having restrained body language, and rarely interrupting a speaker are characteristics of what kind of communication style?

A) active B) linear-active C) multi-active D) reactive E) non-reactive Answer: B Explanation: These are all characteristics of a linear-active communication style.

Diff: 1 Type: MC Objective: LO 4.2

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55) While visiting a friend in a foreign country, you notice how loudly everybody talks and it seems to you that everyone is always angrily arguing with each other. Your friend assures you that this is all normal and that nobody is really angry. It is possible that you are from a(n) ________ culture and you are a tourist in a ________ culture.

A) active; reactive B) reactive; multi-active C) linear-active; multi-active D) linear-active; reactive E) reactive; non-reactive Answer: B Explanation: Reactive cultures tend to value courtesy, amiability, and listening. Multi-active cultures are more likely to be emotional, loquacious, and impulsive.

Diff: 1 Type: MC Objective: LO 4.2 56) You are on a cruise with people from a variety of countries. You are getting to know the other guests at your shared table one evening and you sense that they are cold towards you. They seem bland and unemotional even when you are discussing controversial topics. It is possible that you are from a(n) ________ culture and they are tourists from a ________ culture.

A) active; reactive B) linear-active; multi-active C) multi-active; reactive D) linear-active; reactive E) active; non-reactive Answer: C Explanation: Multi-active cultures value warmth and are emotional and loquacious. Reactive cultures tend to be courteous, amiable, and accommodating, and therefore seem more reserved.

Diff: 1 Type: MC Objective: LO 4.2 57) A relative of yours has put you in touch with some friends who are travelling in your city and you have decided to show them around. You are doing everything you can to accommodate them and show off your city to them, but you are often startled by their frank and sometimes, it seems, even rude comments about what they are seeing. It is possible that you are from a(n) ________ culture and your visitors are from a ________ culture.

A) reactive; linear-active B) active; reactive C) multi-active; reactive D) active; non-reactive Answer: A Explanation: Reactive cultures tend to value courtesy and amiability and tend to be accommodating. Linear-active cultures value being cool, decisive, and factual.

Diff: 1 Type: MC Objective: LO 4.2

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58) Muhammad is writing an email to the project team working on a big presentation. Knowing that some of the audience are not native English speakers, which of the following would be the best way to complete the statement below?

So, let's do our best to ________ for the presentation.

A) have all our ducks in a row B) dot our i's and cross our t's C) be well-organized and prepared D) make sure we're on the same page E) be on the ball Answer: C Explanation: If you know that your audience contains non-native English speakers, it is a good idea to steer clear of idiomatic expressions (like those in the other choices) in favour of clear, plain language.

Diff: 2 Type: MC Objective: LO 4.2 59) When dealing with unfamiliar cultures, it is best to ________.

A) adopt an informal, casual manner in order to convey comfort B) avoid humour C) stand no more than a "handshake's distance" from the person you are speaking to D) do most of the talking E) tell humourous stories Answer: B Explanation: Humour is very culturally specific and attempting it can lead to confusion or even offense unless you are very familiar with how humour works in that culture.

Diff: 1 Type: MC Objective: LO 4.2 60) The expression "you have a chip on your shoulder" is best defined as ________.

A) culturally insensitive B) jargon C) slang D) an idiom E) an expletive Answer: D Explanation: Idioms are expressions that mean something other than the literal meaning of their words. Idioms tend to have wider reach within a culture than slang, the purpose of which is often to mark the speaker's belonging to a specific group. Slang is considered casual and informal, whereas idioms may be used more broadly and in more formal contexts.

Diff: 1 Type: MC Objective: LO 4.2

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61) A sentence like "we are finally in the red" is best defined as an example of ________.

A) jargon B) an idiom C) slang D) an expletive E) nonsense Answer: A Explanation: As an expression most commonly used in business, this sentence is considered jargon.

Diff: 1 Type: MC Objective: LO 4.2 62) To develop better strategies to help you communicate interculturally, ________.

A) employ humour to break the ice since laughter is a universal language B) be informal and casual since this will make the person with whom you are speaking feel more comfortable C) avoid mirroring the behaviour of people you are talking to. While it is tempting to copy the body language of those you are speaking with, it can be seen as mockery D) understand your own communication style well so that you can adjust it if necessary E) learn a foreign language Answer: D Explanation: By understanding your own communication style and cultural preferences, you can be sensitive to where those styles and preferences might be confusing or offensive to people from other cultures.

Diff: 1 Type: MC Objective: LO 4.2 63) Which of the following statements is TRUE? A) Creating a mindset of inclusion is related to avoiding lawsuits more than it is to generating business.

B) A person's sex may be different from their gender.

C) A person's race can be scientifically determined through genetic testing.

D) A person's sexual orientation can be determined by their mannerisms, clothing, and activities.

E) Sex and gender are the same thing.

Answer: B Explanation: A person's sex is determined by physiology, but may this may not reflect their gender identity, which refers to socially constructed roles.

Diff: 1 Type: MC Objective: LO 4.3

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64) Which of the following terms is a preferred term for the indigenous people of Canada?

A) Indian B) Aboriginal C) Native D) Eskimo E) First People Answer: B Explanation: "Aboriginal" is the term used in legislation and includes Metis, First Nations, and Inuit.

Diff: 1 Type: MC Objective: LO 4.3 65) Which of the following people would be considered Metis?

A) Maria is the granddaughter of an Inuit woman and an English man.

B) Joseph is the great grandson of a First Nations woman and a French man.

C) Gabrielle is the great granddaughter of a First Nations man and a French woman.

D) Pierre is the son of an Inuit man and an English woman.

E) Tom is the grandson of an Inuit woman and an English man.

Answer: B Explanation: The Metis are defined as the descendants of First Nations women and French men who self-identify as Metis and who are accepted into the Metis Nation.

Diff: 1 Type: MC Objective: LO 4.3 66) At a meeting with First Nations people, which of the following would be a culturally normative behaviour?

A) periods of unfilled silence B) prolonged eye contact C) decisions being made by the tribal chief only D) meetings ending promptly E) wearing formal business attire Answer: A Explanation: First Nations cultures tend to be comfortable with periods of silence that other cultures would feel a need to fill with talking.

Diff: 1 Type: MC Objective: LO 4.3

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67) Which of the following behaviours might be considered offensive or irritating to some Aboriginal people?

A) dressing casually for a meeting B) making limited eye contact C) allowing meetings to go over time D) filling in periods of silence with conversation E) seeking consensus before making a decision Answer: D Explanation: First Nations speakers tend to allow long periods of unfilled silence to occur.

Diff: 1 Type: MC Objective: LO 4.3 68) When you are deciding what term to use to describe a particular group of people, ________.

A) use the vaguest possible term since this will be the most inclusive B) trust the terms that are used in the press C) use the term that they choose themselves D) use terms from anthropological or medical literature E) consult a dictionary Answer: C Explanation: Only this approach can ensure that you are not causing offense.

Diff: 1 Type: MC Objective: LO 4.3 69) The term "visible minority" is complicated because ________.

A) it has racist connotations B) it is not considered a politically correct term C) minority status is relative. A visible minority in one part of Canada might be the majority in another D) minorities are determined by many more factors than the visible aspects of their culture/ethnicity E) all minorities are visible to some extent Answer: C Explanation: Visible minorities are composed of people who appear different from the majority of those around them, but a person who stands out in one context will be the norm in another.

Diff: 1 Type: MC Objective: LO 4.3

24 .

70) Judy is in a manager's meeting at the Motor Association. One of the employees, Jeff, is sight impaired and assists at the travel counter. Which of the following of Judy's statements about Jeff would be most preferred?

A) Jeff is blind, and therefore is very helpful to our disabled customers.

B) Since Jeff is blind, let's ask Jeff to do the research on tour companies that can accommodate disabled clients.

C) Jeff is particularly knowledgeable about tour companies that can accommodate people with disabilities.

D) Jeff's blindness makes it easy for Jeff to relate to others with disabilities.

E) Our disabled customers relate to Jeff because of Jeff's disability.

Answer: C Explanation: In this phrase, no mention is made of Jeff's blindness because it is not necessary to mention it. In this case, Judy sticks to what Jeff offers regardless of Jeff's disability.

Diff: 1 Type: MC Objective: LO 4.3 71) Toni is a person who is biologically a male but behaves and identifies as a woman. Of the following terms, Toni is most likely to consider herself ________.

A) transsexual B) intersex C) transgender D) binary E) homosexual Answer: C Explanation: Gender is considered a social construct and is independent of sex; therefore, a person who is physically male might identify as female and vice versa. If a person finds that neither term suits them, that person might use the term "transgender."

Diff: 1 Type: MC Objective: LO 4.3 72) Which of the following sentences is preferable?

A) A doctor must always check his patient's name and wrist band before prescribing drugs.

B) When a lawyer has a legal assistant working with him in the office, the work is done more efficiently.

C) An electrician should always earn her accreditation from a reputable college.

D) Please send an invoice to Mrs. Watson.

E) Teachers should learn the names of their students.

Answer: E Explanation: This statement is gender neutral and efficient.

Diff: 1 Type: MC Objective: LO 4.3

25 .

73) Which of the following sentences is most likely to come from a speaker who has a sophisticated understanding of intercultural, inclusive communication?

A) Dear Mrs. Stewart: Thank you for your order.

B) Toni, if you don't mind my asking, I wanted to know which pronoun you prefer to use: him, her, or they?

C) English people are always so polite!

D) Our deaf employee, Mandy, would like to teach the safety course.

E) The Natives have been fighting for treaty rights for many decades.

Answer: B Explanation: In this sentence, the speaker is respectfully asking a transgendered person for guidance.

Diff: 1 Type: MC Objective: LO 4.3 74) Which of the following sentences is likely to come from a speaker who has a low understanding of intercultural, inclusive communication?

A) The Natives in this country were here long before the Europeans.

B) My colleague at work has an accommodation, so we'll assign somebody to the tasks she can't do.

C) Inuit settlements are often very small and are often not accessible for most of the winter.

D) First Nations people tend to prefer polychronism to monochronism.

E) Ask a plumber for his or her advice on replacing your washing machine.

Answer: A Explanation: "Native" is a term normally used informally amongst members of Aboriginal groups and may be considered offensive when used by non-members.

Diff: 1 Type: MC Objective: LO 4.3 75) When you are trying to determine which inclusive term to use to refer to a colleague, ________.

A) use broad, vague terms to avoid offending your colleague B) ask as directly as possible to avoid misunderstanding C) look the term up online and make an educated decision D) ask the person directly for their preference, but do so with plenty of context E) avoid using any term at all if you can Answer: D Explanation: Some people would prefer to be identified in a particular way. Asking them respectfully with plenty of explanation is the best option.

Diff: 1 Type: MC Objective: LO 4.3 76) Stereotypes are oversimplified "single story" images or generalizations of a group.

Answer: TRUE Explanation: A stereotype is a perception about an individual or group based on a belief that all people in a given group behave the same way.

Diff: 1 Type: TF Objective: LO 4.1 26 .

77) Ethnocentrism is a conscious or unconscious belief that an individual or group of people behave the same way.

Answer: FALSE Explanation: Ethnocentrism is a conscious or unconscious belief that your own cultural norms are superior to all others and, further, that others wish to emulate your cultural norms.

Diff: 1 Type: TF Objective: LO 4.1 78) Any group of people who work together long enough will develop an organizational culture.

Answer: TRUE Explanation: Organizational cultures evolve any time a group works together.

Diff: 1 Type: TF Objective: LO 4.1 79) When you understand that each person you meet has at least three "stories" that influence their sense of identity, you are much closer to developing a mindset of stereotyping.

Answer: FALSE Explanation: When you understand that each person you meet has at least three "stories" that influence their sense of identity, you are much closer to developing a mindset of cultural intelligence. Cultural intelligence is a person's ability to adapt successfully when exposed to new cultural expectations.

Diff: 1 Type: TF Objective: LO 4.1 80) Most monochronic cultures are also individualistic, while collectivist cultures tend to be polychronic.

Answer: TRUE Explanation: Collectivist cultures prioritize relationships over time and therefore tend to be polychronic.

Diff: 2 Type: TF Objective: LO 4.2 81) Your cultural intelligence is defined by your knowledge of a particular culture's tendencies and preferences.

Answer: FALSE Explanation: Your cultural intelligence is a measure of your adaptability. When you are exposed to a new culture, your ability to adapt to it and to learn from it are factors that contribute to your cultural intelligence.

Diff: 1 Type: TF Objective: LO 4.1

27 .

82) Theoretical models of cultural norms cannot be treated as absolute truths.

Answer: TRUE Explanation: A theoretical model of cultural norms can describe cultural tendencies but cannot describe how any particular individual within a culture expresses those tendencies.

Diff: 1 Type: TF Objective: LO 4.2 83) China and Japan are examples of high-context cultures.

Answer: TRUE Explanation: In a high-context culture, such as in China or Japan, communicators convey meaning not just by words but also by all the context surrounding the words: how something is said, the nonverbal behaviour of the communicator and audience, the history of the relationship between the two communicators, and even the silences in the conversation.

Diff: 1 Type: TF Objective: LO 4.2 84) Globally speaking, individualistic cultures are in the minority compared to collectivist cultures.

Answer: TRUE Explanation: There are significantly more collectivist cultures in the world than individualistic ones.

Diff: 1 Type: TF Objective: LO 4.2 85) People's sense of cultural and social identity might come from their identification with more than one group.

Answer: TRUE Explanation: People often identify with more than one group. For instance, a person might identify with being a part of the group of people living with disabilities and with being a person born in a particular year.

Diff: 1 Type: TF Objective: LO 4.1 86) Meetings in low-context cultures will tend to prioritize building relationships rather than checking off specific agenda items in the allotted time.

Answer: FALSE Explanation: Meetings in low-context cultures will tend to be focus on the business at hand and will follow a set agenda. A successful meeting in a low-context culture is one that follows an agenda and deals with all of the items on that agenda.

Diff: 1 Type: TF Objective: LO 4.2

28 .

87) If you prefer detailed, segmented information about what is expected of you, you are probably from a holistic culture.

Answer: FALSE Explanation: The preference for members of a holistic culture is to understand the entire context, or the big picture, of a project before they receive more specific instructions.

Diff: 1 Type: TF Objective: LO 4.2 88) According to the Lewis model of cultural types there are three distinct types of "national norms."

Answer: TRUE Explanation: While no generalization about a culture is true in every circumstance, cultures can be said to have preferences and tendencies for the way they communicate. Lewis identifies three types of national norms: linear-actives, multi-actives, and reactives.

Diff: 1 Type: TF Objective: LO 4.2 89) The tendency to listen respectfully and react carefully to others is typical of linear-active cultures.

Answer: FALSE Explanation: These tendencies are more typical of reactive cultures, although these cultures are likely to share characteristics of linear-active cultures.

Diff: 1 Type: TF Objective: LO 4.2 90) Personal satisfaction is probably most highly valued in an individualistic culture.

Answer: TRUE Explanation: In collectivist cultures, personal satisfaction is less important than the group's well-being.

Diff: 1 Type: TF Objective: LO 4.2 91) English is a language that is spoken with little variation in 58 countries.

Answer: FALSE Explanation: English is spoken in at least 58 countries. Within those countries are potentially hundreds of regional variations of English.

Diff: 1 Type: TF Objective: LO 4.2 92) The comfortable conversation distance for northern Europeans is similar to that in the United States.

Answer: FALSE Explanation: The comfortable conversation distance for northern Europeans is half as much as for Americans.

Diff: 1 Type: TF Objective: LO 4.2 29 .

93) The term "Eskimo" is considered outdated and derogatory.

Answer: TRUE Explanation: Inuit is the preferred term to refer to First Nations peoples in northern Canada.

Diff: 1 Type: TF Objective: LO 4.3 94) First Nations meetings tend to use a style typical of monochronic cultures.

Answer: FALSE Explanation: First Nations meetings, which may not begin or end "on time," tend to follow the style of polychronic cultures.

Diff: 1 Type: TF Objective: LO 4.3 95) If you are uncertain how to address somebody with a disability, it is best to make a respectful enquiry with the individual concerned.

Answer: TRUE Explanation: Many people with disabilities prefer that their disability not be the primary way they are described. However, when it is necessary to refer to their disability, it is best to ask them for their preference.

Diff: 1 Type: TF Objective: LO 4.3 96) Inclusivity applies specifically to race, religion, and ethnicity.

Answer: FALSE Explanation: Inclusivity recognizes that not only race, religion, and ethnicity contribute to diversity, but many other aspects of human identity as well.

Diff: 1 Type: TF Objective: LO 4.3 97) If you were working with a transgender person and for some reason you needed to know which pronoun to use (he/him/his, she/her/hers, they/them/their), it would be best to simply ask "which pronoun should I use to refer to you?"

Answer: FALSE Explanation: The best strategy is to explain why you need to know, giving as much context as possible, allowing for maximum flexibility, and allowing the person to advise you accordingly.

Diff: 1 Type: TF Objective: LO 4.3

30 .

98) How is it different to work with an individual rather than a "member of a group"?

Answer: If one works with "members of a group," the tendency is to be less sensitive to the unique characteristics of individuals. When we see people as members of a group, we are likely to adopt single story thinking and rely on stereotypes to guide our understanding of people. As a result, we may incorrectly anticipate how an individual will react to our messages. When we focus on the individual instead of the group, we understand how that individual's identity is shaped by not only their cultural and social identity, but also by their common human needs and desires and by their unique individual identities. Seeing an individual this way allows us to be more flexible in our approach to the individual and form better, more respectful relationships with individuals.

Diff: 3 Type: ES Objective: LO 4.1 99) Discuss the difference between understanding cultural norms and using stereotypes.

Answer: There is a grey area between cultural norms and stereotypes since both apply broad knowledge of a culture to individuals. Clearly, cultural norms exist: there are differences between what we commonly experience as Canadian culture and that of, for instance, Turkey.

Knowing something about such differences can help you manage your reactions to, or expectations of, unfamiliar behaviours. For instance, native Turkish people raise their eyebrows to express "I don't know" rather than surprise (similar to how Canadians might shrug). Knowing this can help you to avoid confusion in conversation. Your understanding of cultural norms only becomes stereotyping when your understanding becomes inflexible and when you start using single story thinking. Understanding cultural norms is a useful starting point in communicating with people from other countries, but you have to remain attentive to the individual's unique identity and understand that it may diverge in significant ways from the cultural norm.

Stereotypes are inflexible and ignore individual identities.

Diff: 3 Type: ES Objective: LO 4.1 100) To what extent should a new citizen of Canada adopt Canadian language, values and norms, and to what extent should they drop the language, values, and norms of their own culture?

Answer: Learning English is undoubtedly necessary for new citizens, and they must also learn the cultural norms that characterize Canadian culture. Otherwise, they will find themselves limited to work that requires very few skills and they will never succeed beyond a very low level in Canadian society. Nevertheless, this does not mean that new citizens should devalue the language and experience they bring with them. On the contrary, a new citizen's language skills in their mother tongue can prove to be an invaluable resource as markets continue to expand globally; their "insider knowledge" of the cultural tendencies of their own culture can create similarly valuable intercultural connections. What is important is that newcomers learn to understand the relationship between their own culture and that of their new homeland, preserving the former while adapting to the latter.

Diff: 3 Type: ES Objective: LO 4.2

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101) The Lewis model of cultural types characterizes the tendencies of several cultures as linear-active, multi-active, and reactive. Discuss the advantages and disadvantages of attempting such wide-scale characterizations of cultures.

Answer: The Lewis model is not intended as a device for stereotyping cultures. There is certainly some danger in attempting to classify cultures and describing the tendencies and preferences of those cultures since such attempts can lead to stereotypes that do not account for the broad range of tendencies and preferences that individuals express within cultures (tendencies and preferences that may be considerably at odds with those of their culture.)

However, noting cultural tendencies, and even classifying cultures in the way the Lewis does, can provide business people with rough expectations for behaviours that may be encountered in their dealings with people. Having approximate expectations of this kind is a good starting point for communicating across cultures so long as you are also flexible in your thinking and you allow the other person to communicate their unique story.

Diff: 3 Type: ES Objective: LO 4.2 102) Explain the relationship between diversity and inclusiveness.

Answer: Diversity means any dimension that can be used to differentiate one group from another. Put another way, it might be the characteristics that unite the members of a group.

Ethnicity, gender, age, and sexual orientation are just some of the dimensions that can do this.

Inclusiveness means to ensure that no group, regardless of how it defines its diversity, is excluded from discourse. This means choosing words that do not exclude members of any group.

When we recognize diversity, we recognize the many ways that people identify themselves.

When we practice inclusiveness, we acknowledge and demonstrate respect for those identities.

Diff: 3 Type: ES Objective: LO 4.3 103) How are good intercultural communication, awareness of diversity, and inclusiveness all related?

Answer: Whether you are dealing with a person from a different culture (such as somebody from another country), or somebody who identifies as a member of a particular group (such as somebody who identifies herself as lesbian), or somebody who is disabled (and who might not wish to self-identify as disabled), it is most important to acknowledge that that person is, first of all, an individual. While that person might share common behaviours, attitudes, and beliefs with members of the same group, it is not acceptable to characterize that person based solely on your understanding of the group. Rather, it is better to use your knowledge of a particular group's tendencies as a starting point for connection, then allow that person's unique identity to unfold as it will. Be attentive and remain flexible, adjusting your assumptions appropriately. When in doubt, respectfully ask the person to guide you.

Diff: 3 Type: ES Objective: LO 4.1, LO 4.2, LO 4.3

32 .

104) Describe inclusive language as opposed to exclusive language.

Answer: It might never be possible to make one's language perfectly inclusive, but there are many things that communicators can consider to make their language as inclusive as possible.

Perhaps the most important aspect of inclusive language is that it respects how individuals or groups define and describe themselves. Regardless of the terms that the normative culture might use to describe a group, a truly inclusive communicator will make the effort to find out how a person or people of a particular group wish to be defined. This might entail research or a personal conversation with the subject. Also, a communicator must pay attention to their language choices in order to avoid stereotypes or patronizing language. For example, it is inappropriate to say, "Sam, the crippled fellow in customer service, is a team leader." The preferred terms would be, "Sam, our lead customer service representative, is someone who has mobility issues."

Diff: 3 Type: ES Objective: LO 4.3 105) Assume that you are writing an article for your company newsletter and you want to include a reference to your transgender colleague. However, since you have always referred to your colleague by name, you are not sure which pronoun to use in the article. Explain what your best approach to this dilemma is.

Answer: Any time you ask a question about identity like this, you run the risk of unintentionally conveying judgment or bias. It is best, therefore, to approach the request with a great deal of context to convey respect. Explain why you want the information and for what audience. This will allow the person to determine how to proceed. Approach this question with the person's best interest in mind and ensure that they know that this is your intention: this will allow the person to determine for themself what the best course of action is. By allowing the person to reply flexibly, you allow them to provide you with options that you might not have considered. For instance, the subject of your article might suggest that you only use names rather than pronouns. Finally, you can frame your question as a request for assistance, which gives your colleague the power in the exchange.

Diff: 3 Type: ES Objective: LO 4.3

33 .

106) Explain how ACE can be applied to the following scenario.

You are proposing changes to the office workspaces, mostly to improve evacuation procedures as recommended by the fire department in your city. You have one colleague who is sight impaired (cannot see), and it is important to ensure that the redesign works for this employee as well as for your sighted colleagues. You will be making a presentation of your recommendations to all of your colleagues. Some of your proposed changes are being made to ensure the safety of your sight impaired colleague, but you do not want them to feel singled-out at the meeting.

Answer: In the analysis stage of ACE in preparing the presentation, it is important to make no assumptions about your colleague's abilities or disabilities. Instead, approach your colleague and ask them specifically about the accommodations and changes they need. Attending carefully to how your colleague describes their challenges (or perhaps even lack of challenges) means that you will not make potentially incorrect assumptions. This is also a good time to sort out terminology that your colleague would prefer. Perhaps they do not wish to be described as "blind" or "disabled," and if this is the case, they will probably suggest alternatives. When you come to the composition stage of ACE, you will already have at your disposal the terms and language that your colleague would like used. Once you have composed your presentation, it should then be possible to consult with your colleague for feedback (evaluation stage of ACE).

Diff: 3 Type: ES Objective: LO 4.3 107) Each person you meet or work with will have at least three "stories," three major influences on their sense of identity which makes them a unique individual. These three influences are: 1. A foundation of common human needs and desires 2. Cultural and social identity 3. Unique individual identity Provide two (2) examples of common human needs and desires you have. Provide two (2) examples of cultural or social groups you identify with. Provide two (2) examples of elements of your identity that are uniquely yours.

Answer: 1) This includes some basic human qualities, such as love for one's offspring, gratitude for favours, anger at perceived injustice, and basic physical and psychological survival needs for shelter, food, companionship, acceptance and respect. 2) Your self-identity can originate from any group or groups you identify with. This can be a strong influencer for some people and a less strong influencer for others. People can cultivate behaviours, expectations, and beliefs when they identify with cultural groups or with socially identified groups, such as people living with disabilities or with gender dysphoria, or as part of a specific generation or age group, to name but a few possible group identities. It is possible for a person to identify with more than one group.

3) There are elements of identity that each person develops that are uniquely their own: preferences (music, colour, food, personal style), personal beliefs based on experience that may conflict with cultural or social norms, and lifestyle choices, to name but a few possible individual traits.

Diff: 2 Type: ES Objective: LO 4.1

34 .

108) When you understand that each person you meet has at least three "stories" that influence their sense of identity, you are much closer to developing a mindset of cultural intelligence.

Discuss three (3) keys to strengthening your cultural intelligence mindset.

Answer: 1) Always allow others to define themselves. Do not make assumptions. Pay attention.

Find out which cultural, individual, or shared aspects of their identity are most important to them; 2) Remain flexible. Pay attention. If your method of connecting with others is not working, slow down and watch for new opportunities to learn and adapt; 3) Keep all three "stories" in balance. When you are unable to keep these "stories" in balance, your ability to communicate is deeply compromised. Pay attention to where you are placing your assumptions.

Diff: 3 Type: ES Objective: LO 4.1

35 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 5 What Are the Tools and What Are the Rules? Communication Technologies in the Workplace 1) As of 2019, what percentage of the Canadian population connects to the Internet?

A) 50% B) Less than 25% C) Between 60% and 80% D) Over 90% E) 100% Answer: D Explanation: As of 2019, Canada had 34.56 million people connected to the Internet, which represents almost 96% of the population.

Diff: 1 Type: MC Objective: LO 5.1 2) The availability of instant feedback, the capacity to transmit multiple cues, the use of natural language, and the personal focus of the medium are all criteria used to establish ________.

A) a media richness hierarchy B) media awareness C) the value of any given communication medium D) the price of a communications platform E) a medium's efficiency Answer: A Explanation: The more of these criteria that a medium meets, the higher it is placed on the hierarchy. How high a medium is on this hierarchy does not necessarily relate to its efficiency.

Diff: 2 Type: MC Objective: LO 5.1 3) Which of the following communication media would be placed highest on the media richness hierarchy?

A) video conferencing B) email C) instant messaging D) a phone call E) a handwritten letter Answer: A Explanation: A video conference allows for all of the criteria that define a medium's richness.

Diff: 2 Type: MC Objective: LO 5.1

1 .

4) Which of the following would be placed lowest on the media richness hierarchy?

A) a letter B) a face-to-face meeting C) an instant message on Facebook D) a phone call E) A VOIP call Answer: A Explanation: Given the asynchronous nature of letters, they have the fewest criteria for richness.

Diff: 2 Type: MC Objective: LO 5.1 5) Which of the following communication mediums is the best choice when you need to convey to your team that there is a small change to next week's meeting agenda?

A) video conference B) phone call C) email message D) face-to-face interaction E) telling one team member face-to-face and asking them to spread the news Answer: C Explanation: Using a phone call to convey a simple interaction, such as a small change to an agenda item, could feel like a waste of time. An email is the best choice because no feedback or interaction is required so a low richness media channel is suitable.

Diff: 2 Type: MC Objective: LO 5.1 6) Which aspect of media richness is lacking in instant messaging?

A) the availability of instant feedback B) the capacity to transmit multiple cues C) natural language D) personal focus E) the capacity to involve multiple communicators Answer: B Explanation: Since IM is limited to writing, it does not transmit body language, tone of voice, or any of the context cues that are available in video or face-to-face communication.

Diff: 2 Type: MC Objective: LO 5.1

2 .

7) Compared to other types of media, written business messages tend to ________.

A) use less personal focus and less natural language B) use more personal focus and more natural language C) use less personal focus but give multiple cues D) use less personal focus but more instant feedback E) use more personal focus but more instant feedback Answer: A Explanation: Written business messages tend to be intended for broader audiences and use more formal language.

Diff: 2 Type: MC Objective: LO 5.1 8) Which of the following is the most appropriate format for sending documents to mobile devices?

A) Microsoft Word B) Google Docs C) Portable Document Format (PDF) D) Graphic Interchange Format (GIF) E) OneNote Answer: C Explanation: PDFs are readable across multiple platforms.

Diff: 2 Type: MC Objective: LO 5.1 9) Which of the following is an appropriate habit when sending messages that will be read on a mobile device?

A) Use text messaging abbreviations to save space and get to the point.

B) Use an informal tone to build relationships.

C) Use a subject line that provides the message's level of urgency and get to the point.

D) Use a subject line that conveys a high level of urgency to attract attention.

E) Use images rather than text as much as possible.

Answer: C Explanation: Don't overstate a message's urgency and keep your messages politely concise.

Diff: 2 Type: MC Objective: LO 5.1

3 .

10) Which of the following are important when sending messages to mobile devices?

A) Be direct; do not use file attachments; consider that graphics may not translate to small screens.

B) Be direct; use PDFs only for attachments; use GIFs for graphics.

C) Be direct; use generally accepted formats for file attachments; consider that graphics may not translate to small screens.

D) Be direct; use generally accepted formats for file attachments; use graphics as much as possible.

E) Use an indirect, informal tone and use emoticons frequently.

Answer: C Explanation: PDFs are only one of several generally accepted formats, as are GIFs. Diff: 2 Type: MC Objective: LO 5.1 11) If somebody sends you a file that does NOT look quite right on your mobile screen, you should ________.

A) check the settings on your mobile device to ensure that it is compatible with the file you've been sent B) send the file back to the sender with an explanation of the problem C) assume the file is corrupted and delete it D) convert the file to a more up-to-date version E) open the file on a device or computer with a larger screen since the file might not have been designed for the smaller screens on mobile devices Answer: E Explanation: If the sender has assumed that you will open the file on a desktop computer, they might not have considered how it will appear on a small screen.

Diff: 2 Type: MC Objective: LO 5.1 12) Which of the following is an example of 1:many distribution?

A) a letter sent to a friend B) an instant text message sent to a single recipient C) a meeting with a colleague D) a posting on an online chat group E) a phone call to a colleague Answer: D Explanation: Any message in any medium that is sent from a single person and is intended to be read by numerous recipients is a 1:many distribution.

Diff: 2 Type: MC Objective: LO 5.1

4 .

13) Which of the following is an example of a 1:1 distribution?

A) a public Facebook post announcing the birth of a child B) a note left on a colleague's desk requesting a meeting C) a videoconference call to colleagues in another city D) an Instagram post of a holiday photograph E) a presentation given at a meeting Answer: B Explanation: Any message that is sent from a single person and is intended to be received by a single recipient in any medium is a one-to-one (1:1) distribution.

Diff: 2 Type: MC Objective: LO 5.1 14) A portable document format (PDF) file is ________.

A) a type of file that can be opened in most operating systems B) a type of file that is stored on the cloud and can be accessed via the Internet C) an outdated file format now superceded by more reliable formats D) an operating system that can convert numerous types of documents E) a file format used primarily for images Answer: A Explanation: PDFs are designed to be opened by most operating systems.

Diff: 2 Type: MC Objective: LO 5.1 15) Which of the following is generally NOT an obstacle when you are considering using technology-mediated communication tools globally?

A) the cost of access to the Internet in the region you are communicating with B) the level of usage at various times of day in the region you are communicating with C) the relative technological development of the region you are communicating with D) the reliability of the network infrastructure in the region you are communicating with E) the types of devices that people tend to use Answer: C Explanation: In many countries, such as those in Africa, people use mobile devices even though the overall level technological development and infrastructure is low.

Diff: 2 Type: MC Objective: LO 5.1 16) Which of the following communications solutions is likely to require the highest bandwidth?

A) an Internet chat group B) a phone call C) a tweet on Twitter D) a video attachment E) a webinar Answer: E Explanation: Webinars carry realtime visual and audio signals and therefore require significant bandwidth.

Diff: 2 Type: MC Objective: LO 5.1 5 .

17) If you are planning to run a webinar or videoconference over several regions of the globe, you should ________.

A) enlist the aid of your company's technical support to set it up B) run a practice "meeting" a week in advance at the same time you plan to run the actual meeting C) ensure that all participants are running the same software and platforms D) announce the meeting at least a week in advance E) choose the meeting time based on the first country to see daylight Answer: B Explanation: Running a practice meeting at the same time of day as the actual meeting will ensure that you avoid problems associated with local Internet traffic volumes.

Diff: 1 Type: MC Objective: LO 5.1 18) Which of the following Canadian legal acts protects your ownership of intellectual property?

A) the Personal Information Priority Act B) the Privacy Act C) the Access to Personal Information Act D) the Quality of Information Act E) the Copyright Act Answer: E Explanation: Canadian laws protect information from being stolen or misused and the Copyright Act defines ownership, rights, and use of artistic and intellectual property. This is the only option that is actually included in Canadian laws.

Diff: 1 Type: MC Objective: LO 5.1 19) Which of the following Canadian legal acts is designed specifically to protect private information about you that is collected in the course of commercial activities?

A) the Commercial Limitations Act B) the Personal Information Protection and Electronic Documents Act C) the Access to Information Act D) the Copyright Act E) the Privacy Act Answer: B Explanation: All of these acts protect your privacy, but PIPEDA specifically relates to commercial activity. There is no such thing as the Commercial Limitations Act. Diff: 1 Type: MC Objective: LO 5.1

6 .

20) Why is it NOT possible to rely on acts such as PIPEDA to protect you if you are using most cloud-based servers to store data?

A) The Internet is not governed by any laws.

B) PIPEDA only applies to specific types of data stored online and not others.

C) It is too difficult to monitor how data is used online.

D) PIPEDA is a Canadian law and does not protect your privacy beyond Canada's borders.

E) PIPEDA is an American law that only protects the information of Americans.

Answer: D Explanation: Since most cloud-based servers are not located in Canada, Canadian privacy laws do not apply to them and do not protect the data you store on them.

Diff: 1 Type: MC Objective: LO 5.1 21) Meena runs a small business and retains customer information such as personal emails, telephone numbers, and credit card information. To ensure that this information remains secure, Meena should ________.

A) upload the data to a cloud server to ensure that it never gets lost B) upload the data to a SaaS to ensure that it never gets lost C) keep it on a local server that only Meena has access to and that is backed up frequently D) keep hard copies only of the data and never keep it in digital form E) not collect this information in the first place since it is unethical to do so Answer: C Explanation: Meena should not assume that cloud servers will not mine or share the information. The only way to practically protect the data that is collected is to keep it locally.

Hard copies are impractical and can too easily be lost or destroyed, and as long as the customers agree to Meena having their personal information, there is nothing unethical about keeping it.

Diff: 1 Type: MC Objective: LO 5.1 22) With ________ communication tools you can share materials with team members without regard to time zones or scheduling.

A) synchronous B) time-zone mapping C) asynchronous D) uniform resource locator E) shared live Answer: C Explanation: An asynchronous tool allows users to collaborate or share without the need or expectation that the users are online at exactly the same time. Asynchronous tool depends on participating users being online and available at the same time.

Diff: 1 Type: MC Objective: LO 5.1

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23) Which of the following is the least secure way to communicate digitally with a colleague about private company business?

A) the company's email system B) cell phone conversation C) a landline conversation D) the messaging tool embedded in Facebook E) the messaging system on your cell phone Answer: D Explanation: All of the answers entail some risk of security breach, but using a tool embedded in any social media tool (such as Facebook or Instagram) means that you are vulnerable to whatever security attacks it might be subjected to.

Diff: 1 Type: MC Objective: LO 5.1 24) Caleb is responsible for setting up a tool to provide customer service on the company's website. The company wants to be able to respond to customer enquiries in real time but understands that it is sometimes more convenient for customers to simply leave requests that can be answered within a few hours or days. Caleb should choose a tool that ________.

A) allows for both synchronous and asynchronous communication B) allows for asynchronous communication only C) allows for privacy protection D) allows for synchronous communication only E) allows for permanent storage of data Answer: A Explanation: Online synchronous communication happens in real time, while asynchronous communication does not require communicators to be online at the same time.

Diff: 1 Type: MC Objective: LO 5.1 25) A Universal Resource Locator is also called a ________.

A) web address B) digital location address C) digital object identifier D) universal serial bus E) hypertext transfer protocol Answer: A Explanation: A URL is also called a link, hyperlink, or web address.

Diff: 1 Type: MC Objective: LO 5.1

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26) Which of the following is MOST OFTEN true of using free versions of software?

A) It is illegal.

B) It is unethical.

C) It may have no, or very limited, security.

D) It often comes with viruses.

E) It is often corrupted and unusable.

Answer: C Explanation: Free software is often made deliberately less functional and secure than paid versions.

Diff: 1 Type: MC Objective: LO 5.1 27) When the manager of a department wishes to communicate the holiday schedule to the employees, the manager will most likely use ________.

A) a media with high richness B) a distribution tool C) a networking tool D) a collaboration tool E) synchronous communication tools Answer: B Explanation: Distribution tools include things like email, which are used to share information.

Diff: 1 Type: MC Objective: LO 5.2 28) One advantage of using a blog as a distribution tool is that ________.

A) it is a rich medium B) it is easy to restrict access to it C) secondary distribution is easy D) blogs are more secure than email E) blogs facilitate feedback Answer: C Explanation: It is very easy for URLs posted to a blog to be shared via social media tools.

Diff: 1 Type: MC Objective: LO 5.2

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29) Katya is a financial advisor who wants to share their expertise with clients in a manner that gives ample space to explain difficult concepts in an engaging and personable way and in a format that is easily updated. An appropriate distribution tool for Katya would likely be ________.

A) web chat B) email C) Twitter D) a blog E) a webinar Answer: D Explanation: A blog gives the producer ample space to expand on a topic while remaining easy to update.

Diff: 1 Type: MC Objective: LO 5.2 30) When a user shares or reposts a URL that has been posted to a blog page it is called ________.

A) digital distribution B) plagiarism C) primary distribution D) secondary distribution E) dissemination Answer: D Explanation: When information is shared by a user to another location it is called secondary distribution.

Diff: 1 Type: MC Objective: LO 5.1 31) Facebook is best described as an example of ________.

A) a collaboration tool only B) a networking tool only C) a networking and distributive tool D) a distribution tool only E) a distribution, networking, and collaboration tool combined Answer: E Explanation: Facebook combines elements of all three types of tools.

Diff: 1 Type: MC Objective: LO 5.2

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32) Rindy is the team leader on a project that involves several team members from several different company departments. The best way for Rindy to share information and files and to facilitate collaboration is to ________.

A) use cloud storage tools and ensure that each team member has the required credentials to access them B) use email to exchange documents and to use zip files and PDFs for easier distribution and use C) use webinar technologies using video, audio, and slides D) use text chat E) meet exclusively in person with all members of the team Answer: A Explanation: Regardless of their physical location, members of the team will be able to share files and work on them simultaneously online.

Diff: 1 Type: MC Objective: LO 5.2 33) Posting, texting, or emailing URLs instead of full documents is good practice because ________.

A) digital documents such a Word files or PDFs can be easily corrupted when they are sent B) it is less likely that recipients will lose the documents C) it is more secure than sending full documents D) it reduces bandwidth demand E) it is easier to control the distribution of a document Answer: D Explanation: Sending only a URL places far less demand on bandwidth.

Diff: 1 Type: MC Objective: LO 5.2 34) Kang has been tasked with developing a customer support hotline for the company's product.

Kang thinks that a hotline will be too expensive to run and will limit the company's ability to resolve as many customer issues as possible. What might Kang suggest for a less costly and potentially more useful solution?

A) a webinar B) a blog C) a discussion forum D) a chatline E) a YouTube channel Answer: C Explanation: A discussion forum may potentially help thousands of customers at once at a low cost to the company since it is largely customer driven.

Diff: 1 Type: MC Objective: LO 5.2

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35) Which medium is most likely to be affected by file size restrictions and attachment restrictions?

A) instant messaging B) cloud storage services C) proprietary email systems used in-house D) Twitter E) Facebook Answer: C Explanation: In-house mailing systems may have restrictions on what kinds or sizes of attachments can be sent and received.

Diff: 1 Type: MC Objective: LO 5.2 36) The users of LinkedIn are there for business purposes, the most important of which is ________.

A) networking B) posting articles C) replying to others' posts D) emailing E) messaging Answer: A Explanation: People who are using LinkedIn wish to be found and contacted by others with relevant and valuable reasons to connect. The likelihood that you will find someone relevant to your immediate professional interests and requirements is much higher than with any other online network.

Diff: 1 Type: MC Objective: LO 5.2 37) One way to prevent potentially embarrassing mistakes when sending emails to numerous recipients is to ________.

A) place all recipient names in the BCC field to prevent reply—all mistakes B) request read receipts from each recipient C) use aliases for each recipient D) avoid attaching potentially corruptible document files E) use a mirror site Answer: A Explanation: A frequent mistake is when email recipients accidentally hit Reply All instead of Reply, thus sharing amongst all recipients what might be private information.

Diff: 1 Type: MC Objective: LO 5.2

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38) Ahmed's company will soon be announcing its latest product launch. Although the company has a large following on Facebook, Ahmed will not rely solely on Facebook to announce the product because ________.

A) there have been significant declines in Facebook viewership in recent years B) Twitter and Instagram have much larger followings than Facebook C) postings on Facebook are synchronous in nature, meaning that viewers must be present at their computers and devices when the posting is made D) Facebook users rarely respond to advertising E) while postings on Facebook are asynchronous, they also pass through the newsfeeds of active users quickly, meaning not all postings are seen even by interested consumers Answer: E Explanation: Even a large audience of dedicated followers cannot be guaranteed to see every post because the "newsfeed" style that Facebook uses means that information moves out of view quickly, especially on the accounts of very active users.

Diff: 1 Type: MC Objective: LO 5.2 39) To make yourself available to recruiters or to make business connections, the best distribution tool to use is ________.

A) Twitter B) Facebook C) Instagram D) LinkedIn E) a personal blog Answer: D Explanation: Since LinkedIn specializes in linking business professionals, it is the best choice for creating a business profile.

Diff: 1 Type: MC Objective: LO 5.2 40) Linelle has been asked to attend a fundraising event. Linelle's job is to keep the audience informed about how the fundraising is going moment by moment. The best choice for a distribution tool is ________.

A) Twitter B) Facebook C) a webinar D) a blog E) a discussion forum Answer: A Explanation: Twitter is the best choice because it is designed for urgent, immediate information distribution and Twitter content can be rapidly shared (retweeted).

Diff: 1 Type: MC Objective: LO 5.2

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41) On behalf of the company, Khaled is tweeting the company's reactions to a major news story.

Khaled expects to see a large number of comments and retweets of the posts but is disappointed by the relatively low number of these. What might be the reason there are a low number of comments and retweets?

A) The company's followers are receiving too many updates in their feed and can't keep track of them and respond to them all.

B) A poor distribution tool was selected for this kind of messaging.

C) Khaled's customers are not interested in the company's reaction to the news story.

D) The recipients of the tweets recognize that they originate from a corporation and they are not interested in marketing of this kind.

E) Khaled cannot keep pace with the information that is being disseminated by the news media.

Answer: A Explanation: Tweets are received in a scrolling newsfeed, which means that any posts will be quickly replaced by newer posts.

Diff: 1 Type: MC Objective: LO 5.2 42) Information whose usefulness expires after a particular time frame is considered ________.

A) perishable B) time limited C) time sensitive D) timed-out E) inconsequential Answer: C Explanation: The information is considered sensitive to a particular time frame.

Diff: 1 Type: MC Objective: LO 5.2 43) What is the most significant advantage of YouTube in a business context?

A) Video files are high definition.

B) All video files are searchable.

C) Video files can be repurposed by the public.

D) Video is the richest form of media in which to communicate.

E) URLs, rather than video files, are used thus saving bandwidth.

Answer: E Explanation: Reducing bandwidth can save considerable costs for businesses.

Diff: 1 Type: MC Objective: LO 5.2

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44) A company wants to make a training video available to its staff but does not wish for the video to be seen by the general public. The company's best option is to ________.

A) host webinars to show the video B) send the file directly to its employees via secure email C) post the video to YouTube, set the distribution controls to "hidden," and provide the link to employees who need it D) post the video to YouTube, set the distribution controls to "unlisted," and select the viewers who need access to it E) distribute the video on thumb drives only Answer: D Explanation: This is the best method for limiting access to a posted video.

Diff: 1 Type: MC Objective: LO 5.2 45) After editing a video of the company's participation in a charitable fun run, Jodi is about to upload the video to YouTube when a colleague suggests that a soundtrack could be added to enhance it. Before adding a soundtrack, Jodi should ________.

A) secure permission from the music's copyright holder B) download the music from a free site C) use the music but be sure to credit the artists who made it D) test the music in a focus group E) pay for the music downloaded from a reputable site Answer: A Explanation: You must never expose your company to a lawsuit by posting potentially copyrighted material.

Diff: 1 Type: MC Objective: LO 5.2 46) A significant disadvantage to a company distributing videos on YouTube is that ________.

A) videos have to be compressed to very small sizes B) videos can be easily repurposed, which can violate your copyright or alter your intended message C) YouTube viewership is declining D) YouTube requires expensive user subscriptions from businesses E) YouTube users cannot control who sees videos they post Answer: B Explanation: Since it is so easy to download videos, your message can be used in ways you never intended it to be.

Diff: 1 Type: MC Objective: LO 5.2

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47) While it is true that most online tools are useable for many things for which they were not originally intended, which of the following distribution tools is specifically designed for collaborating?

A) Facebook B) LinkedIn C) Twitter D) Google Docs E) Microsoft Word Answer: D Explanation: Designed for storing and sharing documents, Google Docs is specifically designed for collaboration.

Diff: 1 Type: MC Objective: LO 5.2 48) While it is true that most online tools are useable for many things for which they were not originally intended, which of the following distribution tools is specifically designed for networking?

A) Dropbox B) email C) wikis D) Google Docs E) LinkedIn Answer: E Explanation: LinkedIn is specifically designed for creating business networks.

Diff: 1 Type: MC Objective: LO 5.2 49) Which of the following statements is TRUE? A) Facebook is best used as an information sharing tool but not as a collaboration tool.

B) Wikis are useful both as networking tools and as collaboration tools.

C) Facebook is useful as an information sharing tool, a networking tool, and a collaboration tool.

D) LinkedIn is useful as both a networking tool and a collaboration tool.

E) Blogs are excellent information sharing and collaboration tools.

Answer: C Explanation: While it is primarily a networking tool, Facebook can be useful in all these ways.

Diff: 2 Type: MC Objective: LO 5.2

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50) Which of the following statements is TRUE? A) LinkedIn functions as both a distribution tool and a networking tool.

B) YouTube is primarily a distribution and collaboration tool.

C) While LinkedIn is primarily useful for creating business networks, Facebook should only be used for non-business social networking.

D) Employers will often explore your LinkedIn profile when you apply for work, but since Facebook is intended as a social tool, it is of little interest to them.

E) Since Twitter is primarily a tool for casual communication, businesses should not use it to avoid looking unprofessional.

Answer: A Explanation: LinkedIn is designed to share your career-related information and to create networks.

Diff: 2 Type: MC Objective: LO 5.2 51) Which of the following is the most effective way to deal with online complaints?

A) There is so much online traffic that complaints tend to disappear into the background noise quickly, so the best thing to do is to ignore them.

B) Take responsibility for the problem quickly, apologizing if necessary, or treat it as an opportunity to demonstrate your company's responsiveness to problems.

C) Ethically speaking, web chats and posting boards should be entirely self-regulating, so companies should not intervene in any way even when there are complaints.

D) Because online complaints can spread quickly, it is important to take immediate legal action to have complaints removed from public view.

E) If the complaint is posted to a website or platform that you manage, delete the complaint immediately.

Answer: B Explanation: Treat complaints as opportunities to demonstrate good will and responsiveness.

Diff: 2 Type: MC Objective: LO 5.2 52) Regular SMS texting is not a secure method of communication. However, companies that view texting as a key platform for company communications are investing in ________.

A) videoconferencing/online meetings that include audio B) enterprise social collaboration (ESC) platforms that include encryption C) note sharing applications for cross-device functionality D) training and product information sessions using the Internet E) voice over Internet protocol (VOIP) Answer: B Explanation: Enterprise social collaboration (ESC) is the use of social media and other communications technologies (integrated voice, mobile apps, video, instant messaging, SMS texting, and others) to foster increased teamwork and knowledge sharing for the purpose of improving business outcomes.

Diff: 1 Type: MC Objective: LO 5.2

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53) For a small group project, Grace wants to begin with an online brainstorming exercise to encourage a fluid, easy exchange of ideas using a platform that allows team members to contribute regardless of where they are or what device they are using. The best choice is likely ________.

A) OneNote or a similar note-sharing application B) instant messaging through Facebook C) videoconferencing D) VOIP E) a webinar Answer: A Explanation: As platform agnostic, low bandwidth tools that can be used anywhere, note sharing applications are ideally suited to brainstorming.

Diff: 1 Type: MC Objective: LO 5.2 54) Which of the following statements is TRUE? A) Emails don't require salutations since they are not as formal as letters.

B) You should refrain from personal conversation in business emails.

C) Emails don't require sign-offs since they are not as formal as letters.

D) You should avoid using bullets in emails since these are considered too informal.

E) An email signoff such as "Cheers" is not appropriate for business emails.

Answer: B Explanation: Business emails should be kept to the point so that important information is not missed.

Diff: 1 Type: MC Objective: LO 5.3 55) Which of the following is considered a suitable email signoff for a company email?

A) See ya B) Thx C) Kind regards D) Completely and lovingly yours forevermore E) Cheers Answer: C Explanation: Use a suitable email signoff. It is the last thing the reader sees and may set just the right tone for the reader's reply. Kind regards is simple, warm, and respectful.

Diff: 1 Type: MC Objective: LO 5.3

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56) If you are called upon to moderate a videoconference, which of the following is NOT a duty that you should undertake?

A) Send all of the meeting participants an agenda.

B) Send all of the meeting participants a polite reminder to call in to the conference a few minutes early.

C) Take extensive notes for the meeting minutes.

D) Ask participants to introduce themselves and state their locations.

E) Keep the meeting on track according to the agenda.

Answer: C Explanation: Ask somebody else to take notes so that you can be fully attentive to your duties as a moderator.

Diff: 1 Type: MC Objective: LO 5.3 57) Which of the following statements is TRUE? A) You should avoid using landlines for conference calls because they tend to be expensive to operate.

B) Conference calls are considered asynchronous communication.

C) You should use the "mute" button for conference calls and videoconferencing until it is your turn to speak.

D) It is considered rude to call in to a conference call early.

E) Since you cannot be seen during a conference call, it is acceptable to multitask.

Answer: C Explanation: As with conference calling, too much background interference is distracting to all participants. In both videoconferencing and conference calling, keep the microphone muted until it is your turn to speak.

Diff: 1 Type: MC Objective: LO 5.3 58) Which of the following statements is TRUE? A) OneNote would be a more useful collaboration tool if it were not tied to a single platform.

B) OneNote is ideally suited to creative collaboration such as storyboarding, outlining, and brainstorming.

C) Texting should be avoided since it promotes distraction.

D) Instant messaging through ESCs is risky since data cannot be sent securely.

E) It is considered rude to call in to a conference call early.

Answer: B Explanation: OneNote is platform agnostic and can be useful for all of the listed collaborative activities.

Diff: 1 Type: MC Objective: LO 5.2

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59) Proofread your email message before you send it to the management team to ensure ________.

A) margins are set correctly and paragraphs are double-line spaced B) all sentences begin with an uppercase letter and you have a suitable email signoff C) it contains a lot of textspeak so everyone understands the message easily D) emoticons are included in a few places to show some emotion in your message E) the entire body of the message is in bullet point form; paragraphs take too long to read Answer: B Explanation: Proofread your message to ensure all sentences begin with an uppercase letter and you have used a suitable email signoff. These are two of the email proofreading pointers listed in the chapter.

Diff: 2 Type: MC Objective: LO 5.3 60) Which of the following behaviours will help you communicate professionalism and confidence while participating in a conference call?

A) When introducing yourself, say your name slowly and clearly; include the name of your company or division and the location you are calling from.

B) Multitask while attending, mute your call, and work on other projects that may have an upcoming deadline.

C) Do not use a land line, if possible; instead, use a cell phone so you can walk around if need be to get a more stable connection.

D) Call in a few minutes late to give everyone time to get setup and to ensure the phone lines do not get tied up with too many callers calling in at the same time.

E) If you are the moderator of the meeting, record the conversations, as this will make note taking much easier for you later.

Answer: A Explanation: Guidelines for conference calls include observing common courtesies. Those listed state that when asked to introduce yourself you do so slowly and clearly, include the name of your company or division, and the location you are calling from. Give your full attention, and do not multitask. Use a land line. Call in early. If you are the moderator ask someone else to take notes.

Diff: 2 Type: MC Objective: LO 5.3

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61) When writing business emails, which of the following is a good guideline?

A) Cover a maximum of three topics per email.

B) Be thorough and provide all the details necessary to make your reader understand your message.

C) Refrain from using an email signature, no one reads them anyway.

D) Stick to one topic per email.

E) Do not start the salutation with the term, "Dear" as it is too personal.

Answer: D Explanation: Stick to one topic per email, this allows the message recipient to forward your message to the right person or group without sharing extraneous information that is not pertinent to that person or group.

Diff: 1 Type: MC Objective: LO 5.3 62) Which of the following is a good guideline to follow when you are attending a virtual meeting with several colleagues?

A) Test the connection(s) before the meeting, and ask your colleagues to do the same, so that technical issues can be identified and addressed before the meeting.

B) Do not use mute because others will think you do not wish to speak.

C) Keep your webcam on and when not speaking, work on some other office tasks to show your colleagues how committed you are to the job.

D) Ensure your webcam is on and angled below your face so that the camera is looking up at you; this will make you appear alert and engaged in the conversation.

E) Ensure your background, what is behind you, is full of colour and content, such as a nice kitchen scene. This will keep your colleagues engaged when they are looking at you.

Answer: A Explanation: Test the connection(s) before the meeting. If you are the moderator, ask people to download, install, and connect with the videoconference system in advance. This will allow participants to identify and address any technical problems before the meeting. Use mute until it is your turn to speak. Keep your webcam on and try to keep your behaviour as close to a real face-to-face meeting as possible; do not multitask. Angle the camera in a natural way (not too high or too low) and have enough light to show your face clearly.

Diff: 1 Type: MC Objective: LO 5.3 63) These days, virtual communication and face-to-face communication are nearly indistinguishable.

Answer: FALSE Explanation: There are many degrees of richness found in virtual communication, but face-to-face communication remains the most rich; all forms of virtual communication are less rich.

Diff: 1 Type: TF Objective: LO 5.1

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64) Face-to-face communication is a richer communication medium than video conferencing.

Answer: TRUE Explanation: Despite being a rich medium, video conferencing still introduces barriers (such as screen resolution and camera framing) between communicators that are not present in face-to-face communication.

Diff: 1 Type: TF Objective: LO 5.1 65) Given that asynchronous, written media (such as letters) are the least rich media in which to communicate, they are the least effective.

Answer: FALSE Explanation: Written messages are most appropriate when messages are sophisticated, detailed, and require a thoughtful response.

Diff: 1 Type: TF Objective: LO 5.1 66) It is generally safe to assume that your privacy and security are guaranteed with most modern software.

Answer: FALSE Explanation: This is a dangerous assumption to make.

Diff: 1 Type: TF Objective: LO 5.1 67) Free software should be treated with suspicion since there are often hidden costs to using it, such as the opportunity for the software's publisher to mine your users' data.

Answer: TRUE Explanation: Software companies often offer their product for free because their real objective is to collect user data for resale to other companies.

Diff: 1 Type: TF Objective: LO 5.1 68) A URL is also referred to as a hyperlink.

Answer: TRUE Explanation: Uniform Resource Locator (URL) is also called a "link," "hyperlink," or "web address."

Diff: 1 Type: TF Objective: LO 5.1 69) An asynchronous tool depends on participating users to be online and available at the same time.

Answer: FALSE Explanation: Synchronous tools require same-time participation, while asynchronous tools do not.

Diff: 1 Type: TF Objective: LO 5.1

22 .

70) Whether a medium can be considered synchronous depends on the availability of instantaneous feedback to its users.

Answer: TRUE Explanation: Synchronous means to exist at the same time. A synchronous medium allows users to be present in a conversation at the same time.

Diff: 1 Type: TF Objective: LO 5.1 71) Whenever possible, demonstrate the credibility of your data on a blog by linking to the source.

Answer: TRUE Explanation: Since one strength of a blog is to provide detailed information, demonstrating its credibility is important.

Diff: 1 Type: TF Objective: LO 5.2 72) Email is a secure and private way to send messages.

Answer: FALSE Explanation: Unless your email is encrypted, copies of it will be left on every server it passes through on its way to its destination.

Diff: 1 Type: TF Objective: LO 5.2 73) Email is the default tool for electronic business communication.

Answer: TRUE Explanation: Despite being an older medium, email use is still growing.

Diff: 1 Type: TF Objective: LO 5.2 74) Twitter is most powerful when the sender already has a large following.

Answer: FALSE Explanation: The power of Twitter is in the ability of its users to retweet (or share) postings, meaning that the reach of a particular message might go far beyond a company's initial followers.

Diff: 1 Type: TF Objective: LO 5.2 75) If you choose to distribute information via a webinar, assume that fewer than half of your audience will give it their full attention.

Answer: TRUE Explanation: Since webinars involve little interaction, viewers a likely to multitask.

Diff: 1 Type: TF Objective: LO 5.2

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76) YouTube can be described as a cloud-based video distribution tool.

Answer: TRUE Explanation: Videos are stored in the cloud and accessed via URLs. Diff: 1 Type: TF Objective: LO 5.2 77) It is easy for users to violate copyright, trademark, and originality of content on YouTube because it is so easy to share and repurpose material.

Answer: TRUE Explanation: Always be certain that anything you upload on behalf of your employer is original and does not contain material that could cause legal action to be taken against your employer.

Diff: 1 Type: TF Objective: LO 5.2 78) You can increase a team's efficiency by avoiding instant messaging as a form of communication since employees will often use IM to discuss non-task-related subjects.

Answer: FALSE Explanation: While IM promotes casual discussion of non-task-related subjects, these kinds of interactions can lead to a better, more cooperative team, which in turn leads to a more efficient team.

Diff: 1 Type: TF Objective: LO 5.2 79) Text messaging and email are both considered "push" technologies.

Answer: TRUE Explanation: A "push" technology is one that distributes information directly to a specific recipient.

Diff: 1 Type: TF Objective: LO 5.2 80) You should avoid using bullets in emails since they are too informal.

Answer: FALSE Explanation: Bullets are an excellent device for enhancing the readability of an email.

Diff: 1 Type: TF Objective: LO 5.3 81) Virtual meetings and videoconferences are quite similar to conference calls, with the added enriched element of video.

Answer: TRUE Explanation: They are similar and many of the same guidelines apply, such as, use an agenda, find a quiet location, and manage interruptions.

Diff: 1 Type: TF Objective: LO 5.3

24 .

82) If you are the moderator of a conference call with colleagues, it is best for you to ensure you to take the meeting notes in bullet point form so that you can keep up with the conversations.

Answer: FALSE Explanation: As moderator, you need to be alert to the agenda and to the details of the call as it unfolds. This means that you cannot devote your attention to note-taking. Most participants want a record of the call so, in advance of the meeting, ask a colleague or participant if they would be willing to record notes.

Diff: 2 Type: TF Objective: LO 5.3 83) You are sending an email message about a current project to your team members who are distributed globally. Your team will need to review the file attachments and provide feedback.

Describe three (3) implications for this email message, knowing that a significant percentage of your team members will read your message on a mobile device.

Answer: Knowing that a significant percentage of your audience will read your message on a mobile device has a number of implications for your message creation: 1. Keep device (1:1 or 1:many) written messages short, clear, and on point. If your email, text, or instant message is being read on a mobile device, the reader is likely to have only a few moments to absorb your message and respond. Use a subject line that gives the reader a sense of the level of urgency the message requires. Develop a habit of politely and clearly getting to the point.

2. Keep file attachments in generally accepted formats. You cannot always control or predict which operating system or platform your receiver is using on their mobile device. For most operating systems, portable document format (PDF) files open. If you need to send a document in its original format, double-check to ensure all recipients have the required platform to open the file before sending.

3. Understand that graphics and layouts may not translate well to a smaller screen. Complex documents that include many graphics and tables may not appear as originally designed when viewed on a smaller screen. When someone sends you a document that does not look quite right on your mobile screen, you may wish to view it on a larger screen, such as a laptop or desktop, before providing feedback.

Diff: 3 Type: ES Objective: LO 5.1

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84) Explain the differences between sharing your own personal information and information that belongs to your organization.

Answer: While it is important to secure your personal information as best you can, it is your choice to be as cautious or reckless with it as you wish since the damage done is limited only to yourself. Also, since you are only one individual, you are less likely to be targeted for a security attack by hackers who would profit much more by going after larger sources of data. When you are working for a company, the information you share is not your own. Losing the information to a hacker, or even risking it being shared or mined by an unethical cloud provider, has the potential to have an impact on many people including your employer, your colleagues, and your customers. Such information is entrusted to you on their behalf, and it is your obligation to protect it as fully as you can. This means avoiding cloud-based servers, which might not be protected by Canadian legislation, and avoiding social media platforms, which are more often subject to cyber attacks and whose policies for protecting your privacy can change over time.

Diff: 1 Type: ES Objective: LO 5.1 85) Discuss the drawbacks of supposedly "free" software.

Answer: There is always a cost of some kind associated with software, even if it supposedly free. Free versions of software normally run ads, which can interrupt your productivity. They also tend to have less or even no security: your data might be open to mining or sharing. This is particularly a problem if you are using this software for company information. Free software will often have much more limited data storage space than paid-for versions. Finally, free software might be generating profiles of its users by counting page clicks or "likes" and then selling these profiles to other companies. Generally, free versions of software are limited in a number of ways and they often have paid-for versions that are better.

Diff: 1 Type: ES Objective: LO 5.1 86) Discuss the advantages and disadvantages of using Twitter and Facebook to connect to a wide audience.

Answer: Both distribution tools are good for reaching a wide audience, particularly because they allow users to share postings and links very quickly. Therefore, a company's messages can reach a much wider audience than the company's original following. This is called secondary distribution. Both tools also have very large numbers of users globally, meaning that users have easy access to messages. There are, however, a few disadvantages to using these tools. The first is the newsfeed-style interfaces they use: very active users will have a continuously updating stream of information coming to their devices, which means that messages are easily missed when there is a large volume of messages. This is particularly true during major events when the volume of postings and tweets is very high.

Diff: 1 Type: ES Objective: LO 5.1

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87) A telecommunications company is set to launch its new product, a radically different cell phone than its previous products. To ensure that the sales representatives who will be selling the device know all of its features and benefits, the company also wants to provide significant training materials. The company decides that the best way to do this is to run a series of webinars that sales representatives are expected to attend before selling the product. Discuss the advantages and disadvantages of this choice.

Answer: A webinar is potentially a very good choice for this company because webinars are media-rich and convey a great deal of dense material in a relatively short timeframe. Since the company will be able to use video, audio, slides, and text to demonstrate the features of the new phone, it will have more opportunities to engage the audience. Webinars can also reach a wide audience, and their content can be recorded so that the audience can view the material at any time. A disadvantage of a webinar is that is has limited interactivity between the viewers and the presenters, which means that viewers are not accountable for their activities during the presentation. Viewers could be paying only partial attention to the material.

The fact that webinars are primarily a synchronous form of communication has both advantages and disadvantages. It might be beneficial to the company's launch that all of the training is happening at the same time, and it can be happening at a time that the company chooses. While interactivity might be somewhat limited, synchronous webinar training allows for some interactivity so that, for instance, questions about the product can be addressed immediately.

Synchronous distribution, however, can be difficult to arrange, especially for large audiences, and not all salespeople may be able to attend the webinar. Fortunately, webinars can be recorded for asynchronous distribution.

Diff: 1 Type: ES Objective: LO 5.2 88) Discuss how Facebook can be used as a distribution tool, a networking tool, and collaboration tool.

Answer: As a cloud computing tool, Facebook is useful for storing photographs and videos with a variety of accessibility options. If you are using a Facebook page for a business, you will have a self-selected group of "followers" who are by definition interested in your product or service. Facebook can be used to distribute information about products and services, sales, coupons, contests, and customer service to this audience. This is exactly how Facebook works as a networking tool as well, since it is uniquely designed to allow a sense of community to build around any interest including businesses. Its "comment" and "like" features allow users to demonstrate approval or make both positive and negative comments on information that has been shared. Finally, since information on Facebook is so easily shared to other users beyond the original group of followers, there is a powerful secondary distribution aspect to it. The features already described also make it an excellent collaboration tool, especially since the privacy settings can allow only certain people to have access to private material, notwithstanding the fact that material that is shared on Facebook is never truly secure.

Diff: 3 Type: ES Objective: LO 5.2

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89) What is the best way to deal with negative online comments or complaints about a service or product that your company provides?

Answer: Even negative peer-to-peer comments and discussions can be a positive opportunity for a business. When customers discuss a business, it creates buzz and continued interest in that business. When the comments are negative, the business is provided with an opportunity to demonstrate its responsiveness to its customers by making necessary changes to products or services or even simply apologizing and demonstrating its accountability for mistakes.

Diff: 3 Type: ES Objective: LO 5.2 90) Discuss the differences between text messaging and instant messaging.

Answer: Instant messaging tools tend to be embedded within larger social communication platforms such as Facebook or ESCs and is largely done on a computer, laptop. or tablet, whereas texting is a stand-alone feature on a mobile device. Both are ideal for short messages and they are important elements in creating a collaborative, cooperative team. While they are best for social connections, they can be useful for businesses to distribute time-sensitive information with a sense of urgency. Disadvantages common to both mediums is that they can be distracting and can be vulnerable to hacking, especially in the case of instant messaging tools that are embedded in platforms like Facebook. An IM tool embedded in an ESCs, however, solves this problem because messages are encrypted in these platforms.

Diff: 3 Type: ES Objective: LO 5.2 91) Carly has a software release happening in just a few days, and has just learned of a change that has been made to the software. Carly is considering how best to brief the international team on what has to be done before the release. Discuss which of the following technologies would be the best option: video conference, conference call, or email.

Answer: Email is likely to be Carly's best option here, mostly because of the immediate deadline. In an email, Carly can clearly and precisely explain what is going on and give the instructions that the team needs, and the team members will receive the information instantly. On the other hand, while a video conference would be an ideal option, given that it is a rich medium, video conferences can be difficult to set up and should not be attempted without plenty of lead time to test Internet connections and sort out schedules and time differences. Conference calling will be difficult to setup as well due to varied time zones and work schedules.

Diff: 3 Type: ES Objective: LO 5.2 92) Describe how you should prepare for and behave in a conference call.

Answer: Since VOIP, speakerphones, and cordless headsets are all prone to static and interference, it is best to set up your conference call on a landline since these connections are the most stable. Disable any alerts (such as call waiting) so that these sounds will not interrupt the call. Ensure that your call takes place in a quiet space since ambient noise is picked up in conference calls and can be distracting. You can further reduce ambient noise distractions by using a phone with a mute button so that when you are not speaking your phone will be silent.

Diff: 3 Type: ES Objective: LO 5.2 28 .

93) Employees are encouraged to participate in social media online discussions on behalf of their business since this helps to keep content fresh and interesting to followers. However, employees should be cautious when participating in online discussions. Explain how an employee should approach their online communication.

Answer: The most important thing for an employee to be concerned about is that they are protecting information that the company owns. This means being discrete about what is discussed and ensuring that they don't release information that belongs to the company and that they do not express opinions that are not those of the company. At the same time, participants should be honest and have genuine opinions as far as possible and communicate in a natural manner. Finally, an employee should strive to add value to online discussions, ensuring that their input is relevant, interesting, and useful.

Diff: 3 Type: ES Objective: LO 5.3 94) Assume you are at work and participating in a video conference call with your manager and one of your business customers. Discuss four (4) videoconferencing guidelines you should follow during the videoconference and explain why these are important.

Answer: There are many guidelines one should follow in order to appear professional and confident during a videoconference. Virtual meetings and videoconferences are quite similar to conference calls, with the added enriched element of video. Some guidelines include: • Mute audio until it is your turn to speak. As with conference calling, too much background interference is distracting to all participants. Keep the microphone muted until it is your turn to speak.

• Check the background. What can the other participants see in the background behind you? If you are participating from your home office, which is in a corner of your kitchen, you may wish to consider relocating to another space. Whatever is behind you should be neutral, professional, and free of distraction.

• Check your camera angle and lighting. You will be expected to use a webcam for a videoconference. Test it ahead of time to ensure the angle shows you in a natural way (not too high or too low) and that your face has enough light to be seen clearly.

• Test the connection(s) before the meeting. If you are the moderator, ask people to download, install, and connect with the videoconference system in advance. This will allow participants to identify and address any technical problems before the meeting.

• Keep your webcam on if you can. In a videoconference all the participants can be seen on camera. This means that your demeanour and behaviour should be similar to your behaviour in a real face-to-face meeting. You cannot be seen multitasking, getting up and walking away, or having an unrelated conversation with someone else. Keep your connection, conversation, and behaviour as similar to a face-to-face communication as you can.

Diff: 3 Type: ES Objective: LO 5.3

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Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 6 How Can We Be Better, Together? Collaboration and Productivity 1) Teams ________.

A) are nothing more than groups of people working together B) must involve at least three people C) benefit the group as a whole but not the individual members D) are not as important today as they were 20 years ago E) collaborate in their efforts to achieve a specific common goal Answer: E Explanation: An effective team involves two or more people who recognize and share a commitment to a specific common goal and who collaborate in their efforts to achieve that goal.

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

Diff: 1 Type: MC Objective: LO 6.1 2) Productivity is a measure of the output of a person, organization, or economy per ________.

A) unit of effectiveness B) unit of input C) unit of output D) member of the team E) unit of raw material Answer: B Explanation: The rate of production is not relevant if the effort is not also effective.

Diff: 1 Type: MC Objective: LO 6.1 3) The best teams communicate ________.

A) often and fearlessly B) often and cautiously C) only when necessary and in a timely manner D) sparingly but fearlessly E) sparingly and cautiously Answer: A Explanation: A habit of "overcommunication" is often an indicator of a team's strength.

Diff: 1 Type: MC Objective: LO 6.1

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4) Which of the following statements is TRUE? A) So long as teams are assembled with the right mix of individuals, they will become high functioning.

B) Team communication skills are unlikely to develop unless the individuals within the group already have well developed communication skills.

C) Many workplace teams are developed with insufficient guidance and agreement on how communication should happen.

D) A team that does not perform well from the beginning is unlikely to develop into a high-performance team.

E) Individuals stand little to gain personally from being on a team, but this is acceptable since good teams are more valuable than individuals.

Answer: C Explanation: Many times when teams are assembled it is assumed they will simply start working without guidance on how to be a high performing team.

Diff: 1 Type: MC Objective: LO 6.1 5) Which of the following is NOT a best practice that will help your team be more productive?

A) Create a team charter that lays out the team's objective and process for achieving it.

B) Give the team time to develop and anticipate periods of conflict.

C) Choose a strong leader early in the team's formation to properly set the team's direction.

D) Plan when and how your meetings will be conducted and make them productive.

E) Set an agenda for each team meeting.

Answer: C Explanation: It is not necessary to have a leader in a team, but it is necessary to agree upon how decisions will be made: leaderless teams will arrive at decisions by consensus or vote.

Diff: 1 Type: MC Objective: LO 6.1

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6) Gracie, Joanna, Eli, and Sam have been working on a project anticipated to take three or four months. After five weeks, Gracie feels that the project is lagging, so takes the initiative to draw up a schedule for the remaining time with milestones and duties assigned to each team member.

Gracie calls a meeting to go over the new schedule with the team but it does not go well.

Members argue with Gracie over trivial details and resist any suggestions Gracie makes. After the meeting, Gracie asks Eli if there were any noticeable problems. Eli cautiously explains that the group has so far made all of its decisions by consensus and that it seemed inappropriate for Gracie to suddenly take on a leadership role and start assigning tasks and deadlines. Eli thinks the rest of the team resents the presumption. Clearly, Gracie's well-meaning attempt to move things along has resulted in some confusion. How could this have been avoided?

A) The team could have started by making a team charter that clearly laid out roles and responsibilities at the outset.

B) Gracie should have taken on the leadership of the group more assertively to begin with so that there was no doubt about who the team leader was.

C) Gracie should not have taken a leadership role since this made the team feel inadequate.

D) Gracie should have been more sensitive to the team's preference not to have a leader.

E) The team should have set out the milestones long before Gracie felt a need to become the leader and figure things out.

Answer: A Explanation: A team charter would at least have assigned positions to each team member so that nobody would have resented Gracie performing a leadership role.

Diff: 1 Type: MC Objective: LO 6.1 7) Which of the following is NOT an example of a deliverable?

A) The team will submit a written report on June 16.

B) The team will interview at least ten employees to discover their child-care needs.

C) The team will discover what percentage of employees are in favour of on-site child care.

D) The team will meet twice weekly on Mondays at 3:00 p.m. and Thursdays at 8:30 p.m.

E) The team will evaluate four proposals and recommend which is the most cost effective.

Answer: D Explanation: This is a schedule rather than a specific achievement.

Diff: 1 Type: MC Objective: LO 6.1 8) A statement such as "we will evaluate three proposed solutions and recommend the most cost effective" is a(n) ________.

A) deliverable B) milestone C) purpose statement D) agenda E) minute Answer: A Explanation: Deliverables are anything that you undertake to provide.

Diff: 1 Type: MC Objective: LO 6.1 3 .

9) All of the following are process issues EXCEPT A) determining a team's primary and secondary modes of communication.

B) who is assigned to the team.

C) determining meeting times.

D) determining meeting locations.

E) performing a calendar review.

Answer: B Explanation: Process issues are determined after the team is already formed, especially since the composition of a team is often outside of the team members' control.

Diff: 1 Type: MC Objective: LO 6.1 10) Which of the following statements is TRUE? A) Writing a team charter should be the first thing a team does together.

B) The team charter should be drawn up by the team leader.

C) Process issues should be discussed only after the team has passed the "storming" phase.

D) A team charter should not deal with process issues.

E) The purpose of a calendar review is to determine the team's milestones.

Answer: A Explanation: The team charter will give the team a foundation to work from in the beginning.

Diff: 1 Type: MC Objective: LO 6.1 11) Which of the following pertains to team performance and expectations?

A) determining the primary and secondary modes of communication a team will use B) distributing up-to-date contact information of team members C) performing a calendar review D) deciding upon meeting times and places E) deciding upon a feedback process for work that is being done Answer: E Explanation: The other answers pertain to team function and communication.

Diff: 1 Type: MC Objective: LO 6.1 12) Which of the following pertains to team function and communication?

A) assigning roles and responsibilities to team members B) deciding how the work will be equitably divided amongst team members C) establishing a process for making team decisions D) establishing a process to evaluate team members' work E) determining what technology the team will use for collaborative work Answer: E Explanation: The other answers pertain to team performance and expectations.

Diff: 1 Type: MC Objective: LO 6.1

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13) After two weeks of working on their own, Gracie's teammates have come together to show their progress to each other. Gracie, Eli and Sam have all written three-to-four page documents with APA style citations that could easily be stitched together to form the basis of a larger report.

Joanna, on the other hand, has several pages of point-form notes that still need to be "written up" into a useful document. Joanna has been working hard on research, and has in fact put in longer hours than other teammates, despite apparently being behind the others. This difference in progress can be attributed to the fact that ________.

A) the team has not divided the work equitably and has not accounted for the fact that some tasks require more effort than others B) the team's roles and responsibilities were not clearly outlined at the outset C) the team has not clearly defined its goals and deliverables D) the team has spent insufficient time on developing its process norms E) the team has not yet completed its norming phase Answer: A Explanation: Workloads often differ within teams, but a team charter can help ensure that the work is distributed as equally as possible.

Diff: 1 Type: MC Objective: LO 6.1 14) Which of the following pertains to establishing team functioning and communication norms?

A) technology requirements B) how feedback will be given C) division of work D) who will be making decisions E) how team members' work will be evaluated Answer: A Explanation: The rest of the examples pertain to establishing team performance expectations.

Diff: 1 Type: MC Objective: LO 6.1 15) According to the model first proposed by Tuckman, which of the following occurs during the storming stage of team development?

A) discuss and resolve problems B) work collaboratively C) achieve high level of productivity D) experience conflict and tension E) learn about each other Answer: D Explanation: Storming is the stage of team development in which teams experience conflict and begin to confront differences.

Diff: 2 Type: MC Objective: LO 6.1

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16) Gracie's team is meeting, as it does every week, to discuss upcoming milestones and how to achieve them. During the meeting there is laughter, lots of back-and-forth dialogue, some high-fives and the occasional disagreement that is quickly resolved. Which of the Tuckman stages is this group likely experiencing?

A) forming B) storming C) norming D) performing E) exploring Answer: D Explanation: Groups in this stage tend to enjoy the work, communicate easily, and resolve conflict quickly.

Diff: 2 Type: MC Objective: LO 6.1 17) Gracie's team is meeting to go over the work that each team member has done in the past several weeks. Eli looks over Sam's work and gives a quiet but exasperated sigh, sits back, and barely contributes to the rest of the meeting. Sam, sensing Eli's disapproval becomes defensive and starts to point out flaws in Sam's work. Meanwhile, Gracie and Joanna avoid the obvious tension in the room by talking to each other about their plans for the weekend. Which of the Tuckman stages is Gracie's group likely experiencing?

A) forming B) storming C) performing D) norming E) exploring Answer: B Explanation: Teams entering the storming phase tend to resolve conflicts inefficiently or avoid it.

Diff: 2 Type: MC Objective: LO 6.1 18) You are a "fly on the wall" observing a meeting between Gracie, Joanna, Eli, and Sam. You see plenty of smiling, polite chit-chat, and a generally agreeable team. Team members seem to be exchanging introductions and work schedules. There is no apparent discord or conflict in the group. Which of the Tuckman stages is this group likely experiencing?

A) forming B) storming C) norming D) performing E) exploring Answer: A Explanation: Teams in this phase tend to be polite, positive, and optimistic.

Diff: 2 Type: MC Objective: LO 6.1

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19) Which of the following statements is TRUE? A) During the storming phase of a team's development, it is important to avoid conflict because the team is at its most fragile in this stage.

B) Disillusionment is normally evident in the norming stage of group development as team members adjust to the reality of their groups.

C) Since teams tend to be at their best behaviour during the norming stage of group development, this is when the most productive stage is.

D) Teams will develop their highest levels of productivity in the forming stage of team development.

E) A team with individual differences will use those differences as a source of strength in the performing stage.

Answer: E Explanation: Individual differences can cause storming in the early stages of a team's development, but when the team truly begins to perform, those differences will be used as strengths.

Diff: 2 Type: MC Objective: LO 6.1 20) Jasmine, Yehudi, Miles, and Cody are assigned to work on a team project together. Jasmine, Yehudi, and Miles all enjoy working together, but Cody prefers to work alone. At the end of the project, the four come together and discover that Cody has done work that is not relevant to the work that the other three have done together. Which of the following statements is TRUE? A) It was unethical to allow Cody to work alone since this probably created an unfair division of labour.

B) While all four team members did not necessarily need to work together all of the time, all four members should have spent more time on a charter to ensure they all had the same goal.

C) Nobody on the team should have been allowed to work alone, despite their individual working and communication styles.

D) Cody must learn to adapt their learning style better so that Cody doesn't need to work alone.

E) The team should have spent more time discussing the team process issues.

Answer: B Explanation: The team's objectives should be agreed upon in the team charter.

Diff: 2 Type: MC Objective: LO 6.1

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21) Discussing team disagreements with coworkers who are not a part of the team can be ________.

A) very rewarding B) a good way to make new trusted friends outside the scope of the team C) a way to share information through the grapevine D) damaging to team cohesion and performance E) a way to increase team performance Answer: D Explanation: If you have concerns about the decisions being made or believe it may cause problems, voice your concerns to the team. Do not try to undermine the decisions by complaining about it to others when your teammates are not around. Discussing team disagreements with peers who are not on the team can be extremely damaging to team cohesion and performance.

Diff: 2 Type: MC Objective: LO 6.1 22) Which of the following statements is TRUE? A) The person with the most creative ideas on the team must be its leader.

B) It is crucial for a team to have one single leader.

C) The leader is in charge of the team.

D) Leadership can rotate during different phases of a project.

E) A good leader encourages groupthink.

Answer: D Explanation: A team can establish leadership in a number of ways. It is not crucial for the team to have one single leader, but it is crucial for the team to have capable leadership that keeps the good of the team in mind.

Diff: 2 Type: MC Objective: LO 6.2 23) Jasmine, Cody, and Yehudi have come to the meeting prepared to talk about primary-source interviews that are scheduled to be completed next week. However, Miles, the fourth member of the group, wants to review the project milestones that have been set because Miles feels that they are unrealistic. Which of the following statements is TRUE? A) The problem is that the agenda was not prepared collaboratively and did not state the purpose of the meeting.

B) The problem is that the team charter was not explicit enough.

C) Miles should not try to change an agenda that has already been set.

D) Milestones should not be renegotiated once they have been set.

E) Meeting agendas should be set by majority vote at the beginning of the meeting.

Answer: A Explanation: Each team member should contribute to writing an agenda and the agenda should be agreed upon by all team members.

Diff: 2 Type: MC Objective: LO 6.1

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24) If a team member has no items to address on a meeting agenda, ________.

A) the team should find the team member something to do B) the team should reconsider whether that team member needs to be at the meeting at all C) the team member should observe the meeting D) the team should reconvene the meeting when everyone has something to do E) the team should reconsider the team member's membership on the team Answer: B Explanation: Not every team member needs to be at every meeting.

Diff: 2 Type: MC Objective: LO 6.1 25) Which of the following statements is TRUE? A) Agendas tend to inhibit productive meetings and should be used sparingly.

B) One person should specialize in chairing all meetings since this is a task that takes experience to do well.

C) Every person on a team should chair an equal number of meetings.

D) A chair's job is to keep track of the agenda and focus the meeting on it.

E) The person chairing a meeting should also record the minutes.

Answer: D Explanation: The primary purpose of a chair is to keep meetings focused on the agenda.

Diff: 2 Type: MC Objective: LO 6.1 26) The primary responsibility of the "chair" of a meeting during the meeting is to ________.

A) send invitations to the meeting B) take notes on the meeting C) mediate disputes that arise during the meeting D) keep track of how well the meeting is following the agenda E) paraphrase contributions to the meeting to ensure understanding Answer: D Explanation: The chair ensures that the meetings stays on track and follows the agenda.

Diff: 2 Type: MC Objective: LO 6.1

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27) Which of the following statements is TRUE? A) One of the most powerful team behaviours you can develop is to ask questions of your teammates that help them to express their ideas.

B) Agreeing to disagree only prolongs conflict: team members should keep presenting logical arguments until a consensus is reached.

C) There tends to be a divide between those who are good leaders and those who are good team members: a person is likely to be one or the other.

D) Team conflicts tend to arise only if the members of the team have been poorly chosen to begin with.

E) Since it likely that you will be working on teams throughout your professional career, learning to choose your team members wisely is the most important skill you can develop.

Answer: A Explanation: Your teammates may make more and better contributions to the team if you ask the appropriate questions.

Diff: 2 Type: MC Objective: LO 6.1 28) Rana has just heard Vanessa's suggestion for resolving a research issue that the team has encountered. Vanessa's idea isn't fully thought out and needs more explanation. Which of Rana's responses would be most valuable to the team?

A) Rana should discourage Vanessa from contributing to meetings until Vanessa has learned the skills to do so properly.

B) Rana should prompt Vanessa to continue with a non-judgmental question like "I'm not sure I understand this idea completely. Can you elaborate?"

C) Rana should save the group time by pointing out how Vanessa could present ideas the next time with a sentence like "Please think about this more before you present it, Vanessa."

D) Rana should not say anything so that Vanessa can save face and won't feel embarrassed to speak up next time.

E) Rana should finish Vanessa's thought for her.

Answer: B Explanation: Rana should using a non-judgmental question to encourage Vanessa to expand on the idea.

Diff: 2 Type: MC Objective: LO 6.1

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29) The project team has voted to follow a course of action that Vanessa has proposed. Another team member, Rana, feels they have a better proposal that would have quicker results. What is Rana's best response to the situation?

A) "I understand your reasons for choosing Vanessa's proposal. You all feel that it's a longer, but easier approach. OK, I'll support the team in meeting this objective."

B) "I'll accept that the team wishes to use Vanessa's approach to this, but I don't think it's the best solution."

C) Rana should decline to assist with implementing Vanessa's proposal as a matter of integrity.

D) Rana should not say anything at the meeting but should discuss ideas individually with each teammate after the meeting.

E) Rana should argue for the proposal to be accepted.

Answer: A Explanation: It is best to accept the team's wishes and commit to them as you would your own.

Diff: 2 Type: MC Objective: LO 6.1 30) Which of the following is an example of an affective conflict?

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

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

Diff: 1 Type: MC Objective: LO 6.2

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31) Kaluhum's team is twelve weeks into a project and the team is encountering seemingly endless minor obstacles to completing the project on time: an interview with a primary source has to be postponed; a team member is temporarily off work because of illness; other projects at work have taken more time than expected. As the team leader, Kaluhum's best approach at the moment is to ________.

A) reinforce the team's objectives and remind the team why its goals are valuable in order to reinvigorate the team B) share information less often and more judiciously, especially if it is information that involves further inconvenience to the team, to avoid causing even lower morale C) limit potential conflict in the team by listening for negativity and suppressing it as soon as possible D) boost team morale by organizing more social time for the team E) step back and allow the situation to unfold since it will only be a matter of time before things get better Answer: A Explanation: One of the team leader's most important roles is to keep the team focused on its objectives.

Diff: 1 Type: MC Objective: LO 6.2 32) The most important role of a leader is ________.

A) to keep the overall goal of the team and project in mind B) to take charge of a team and set its objectives C) to assign tasks to each member of the team D) to lead by example, especially when it comes to managing conflict E) to mediate between team members when there is conflict Answer: A Explanation: Team leaders may do all of the suggested answers, but their most important role is to keep the team focused on its goals.

Diff: 1 Type: MC Objective: LO 6.2 33) As a team leader, the more you ________ the team, the more they will trust you.

A) spend time with B) dominate C) communicate with D) direct E) mediate between members of Answer: C Explanation: Communicate frequently and transparently with teams to gain trust.

Diff: 1 Type: MC Objective: LO 6.2

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34) Even when members of a team do most of their work independently, it is important for a team leader to create opportunities for ________.

A) synchronous, face-to-face communication B) asynchronous online communication C) technology-mediated communication D) formal, agenda-driven meetings E) synchronous online communication Answer: A Explanation: When it is possible, face-to-face communication is the best way for teams to bond.

Diff: 1 Type: MC Objective: LO 6.2 35) For a team to begin performing well, it has to transform ________ energy into ________ energy.

A) conflict; collaborative B) passive; active C) playful; productive D) passive; conflict E) undirected; directed Answer: A Explanation: Most teams experience conflict, but this can become positive, collaborative energy.

Diff: 2 Type: MC Objective: LO 6.2 36) Which of the following colleagues are experiencing a cognitive conflict?

A) Joanna received a raise in pay and Sam did not. Joanna feels Sam may be angry with Joanna because of this.

B) Shauna feels Geoff is arrogant and therefore, avoids taking calls from Geoff.

C) Terry feels angry about the fact that Kym received a commendation for a project that they both worked on, so Terry is deliberately putting in less effort on their current project.

D) Having been told that there was "no urgency" to complete the project Greg was assigned several weeks ago, Greg is surprised when the manager sends an email asking why the project is not yet finished.

E) Agnes is upset when after reading, what Agnes perceives to be, a discourteous request from Milo to send the latest report on how their company is meeting environmental regulations.

Answer: D Explanation: There has been some misunderstanding about the content of the manager's message concerning when the project deadline was. This is a cognitive conflict.

Diff: 2 Type: MC Objective: LO 6.2

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37) In general, ________ conflicts tend to originate from ________ conflicts.

A) cognitive; affective B) aggressive; passive C) affective; cognitive D) affective; unstated E) real; virtual Answer: C Explanation: Affective conflicts normally arise from cognitive conflicts because most teams experience cognitive conflicts first, and the disagreements that arise from these conflicts lead to emotional responses.

Diff: 2 Type: MC Objective: LO 6.2 38) People who collaborate ________.

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

Diff: 2 Type: MC Objective: LO 6.2 39) Which of the following statements is TRUE? A) Virtual work teams are more likely to experience relationship-oriented conflict than nonvirtual teams because members are less likely to get to know one another.

B) Conflicts in virtual teams are more easily resolved because most communication between members is written, which means that team members are more accountable for what they say.

C) The nature of virtual work teams is that there is more task-oriented communication than relationship-oriented communication. Therefore, conflict is likely to be relationship oriented.

D) Most conflict in teams originates a cognitive conflict.

E) The best way to deal with conflict in a group is to make it explicit and discuss it directly.

Answer: E Explanation: Generally, whether it is cognitive or affective conflict, conflict should be discussed explicitly.

Diff: 2 Type: MC Objective: LO 6.2

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Nancy, Stella, Ruben, and Enda are a transnational team (Canada and USA) and each of them is from a different province or state. They are tasked with developing strategies for increasing sales to the United States. One day, Nancy receives an email from Enda that says: Nancy, you forgot to account for the time difference between Calgary and Saskatoon the last time we conference-called. Stella nearly missed the meeting, so don't forget when you schedule the call for next Monday.

Enda Enda's email makes Nancy feel chastised. Nancy immediately sends a private message to Ruben: "I can't believe how rude Enda is! Who is Enda to tell me how to do my job?!"

40) Clearly, a conflict has emerged here. Which of the following statements is TRUE? A) Nancy has jumped to conclusions because, in the absence of nonverbal cues, Enda's tone and intent are difficult to determine. This is a common source of conflict for virtual teams.

B) Enda and Nancy are engaged in a cognitive conflict rather than an affective conflict, which means that it is easily resolvable.

C) While there is both a cognitive and an affective conflict going on in this scenario, the only part of the conflict that needs to be managed is the cognitive part.

D) Enda is clearly being rude and Nancy should submit a complaint.

E) All teams go through a period of conflict during the "storming" stage. Since this is normal, Nancy should ignore the conflict since it is likely to pass quickly.

Answer: A Explanation: Virtual teams have to compensate for the fact that they receive far less nonverbal communication in messages, the absence of which can lead to misunderstandings.

Diff: 2 Type: MC Objective: LO 6.2 41) Which of the following statements is TRUE? A) Nancy should respond to Enda with an email message that clearly expresses to Enda that Nancy is upset by Enda's message.

B) Nancy should respond to Enda with a neutral message acknowledging the request, and should not express any thoughts about Enda's tone.

C) Nancy should write a polite message back to Enda and ask directly if Edna's tone was meant to convey irritation, which is how the message was interpreted.

D) Nancy should send the message to the team's manager and ask the manager to mediate the conflict.

E) Nancy was correct to contact Ruben since by investigating other teammates' experiences with Enda, Nancy can better determine Edna's intentions.

Answer: C Explanation: Conflict should be explicitly discussed in most situations so that the conflict can be managed appropriately.

Diff: 2 Type: MC Objective: LO 6.2

15 .

42) Which of the following statements is TRUE? A) This conflict has arisen because Enda's message threatened Nancy's sense of professionalism.

B) This conflict has arisen because Enda and Nancy have a difference of opinion.

C) This conflict has arisen because Enda and Nancy have competing goals.

D) This conflict has arisen because Nancy has made a faulty assumption.

E) This conflict has arisen because Enda has made a faulty assumption.

Answer: A Explanation: Since Nancy's professionalism has seemingly been questioned, this is an ego conflict.

Diff: 2 Type: MC Objective: LO 6.2 43) Assume you work on a team with a person you are NOT fond of, Hong. You and Hong do not get along as you have very different personalities. As the project progresses, a conflict arises between you and Hong, so you ask to meet with Hong to discuss the affective conflict. When you meet be sure to ________.

A) focus on who has the bigger ego B) use precise accusatory language to fully explain why Hong is wrong C) listen actively and use neutral language rather than accusatory language D) ask your supervisor to switch you to another team so that the conflict does not negatively affect the success of the team reaching their project goals E) express that you have competing project goals and agree that each of you should pursue your own goals to help the team successfully meet the team's project goals Answer: C Explanation: When you have a personality clash with someone, explore ways to resolve it.

Remember to argue only about things that make a real difference (cognitive conflict). Ask if you can meet to discuss the affective conflict itself, being sure to listen actively by focusing on the content rather than personalities. Use neutral language rather than accusatory language. Ask for help from managers if you need it. Mediation from supervisors may sometimes be necessary.

Diff: 2 Type: MC Objective: LO 6.2

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44) Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go. Which of the following most accurately describes this situation?

A) Emma and Jessica are motivated by the same goal but have a difference of opinion about how to achieve it.

B) Emma and Jessica are motivated by the same goal and have the same opinion about how to achieve it.

C) Emma and Jessica are motivated by different goals and have a difference of opinion about how to achieve them.

D) Emma and Jessica are motivated by different goals but have the same opinion about how to achieve them.

E) Emma and Jessica do not like each other; therefore, they cannot agree on the best way to obtain a goal.

Answer: A Explanation: Emma and Jessica are both motivated by the same goal: increasing sales.

However, their opinions about how to best achieve this goal are different.

Diff: 2 Type: MC Objective: LO 6.2 45) The supervisor asks Ethan to arrange for the usual beverages and refreshments for the monthly staff meeting which is taking place in a few days. Ethan decides to do something different for a change and orders from a new caterer. Just before the meeting begins, Ethan's supervisor notices this and angrily yells at Ethan in front of everyone. Their usual supplier guarantees that food items are created in a nut-free environment, a big concern for the company as one of the department's employees is severely allergic to peanuts. Ethan is embarrassed and frustrated, as no one ever told Ethan that this was an issue. This conflict arises from ________.

A) competing goals B) lack of information C) differences of opinion D) ego issues E) relational differences Answer: B Explanation: People often draw conclusions or make decisions based on faulty assumptions.

They do not have all the information they need, and they may not even know they are missing information. This lack of information can lead to significant workplace conflict.

Diff: 2 Type: MC Objective: LO 6.2

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

A) competing goals B) lack of information C) differences of opinion D) ego issues E) relational differences Answer: E Explanation: These types of conflicts can stand in the way of productive discussions about content and substance.

Diff: 2 Type: MC Objective: LO 6.2 47) In the workplace context, the adage "We like those most who are most like us" means that most of us prefer to ________.

A) work with people whose styles resemble our own B) work with people whose approaches contrast with our own C) avoid working with people who are similar to us D) avoid working with people whose styles are within our comfort zones E) work with people whose strengths differ from but balance with our own Answer: A Explanation: For example, if you are detail-oriented, you most likely feel comfortable working with other detail-oriented people. Styles that differ from our own often create tension and we may place a negative label on that behaviour.

Diff: 2 Type: MC Objective: LO 6.2 48) Relational conflicts ________.

A) will simply go away if you ignore them B) may be a nuisance but have no real business costs C) have caused employees to reduce their commitment to the job D) can only be solved by focusing on the personality differences of those involved E) cannot be helped by mediation or intervention from supervisors Answer: C Explanation: Personality conflicts can be very costly to a business. They have been responsible for workers losing time at work due to worry over confrontations, reducing their commitment to the job, and putting less effort into their work.

Diff: 2 Type: MC Objective: LO 6.2

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49) ________ threaten someone's sense of personal identity or self-image.

A) Competing goals B) Lack of information C) Differences of opinion D) Ego issues E) Relational differences Answer: D Explanation: When someone accuses you of something negative or challenges your sense of identity, you may find it difficult to work productively with that person.

Diff: 1 Type: MC Objective: LO 6.2 50) If you are involved in an affective conflict, you ________.

A) should choose to avoid a confrontation and deny that the problem exists B) need to address the emotional issues before productively discussing the content of your work C) will achieve an acceptable outcome by being graciously accommodating D) should compete to win as a means of managing the conflict E) would do best to use the time-consuming but productive approach of collaborating to find the best solution Answer: B Explanation: If you are engaged in a cognitive conflict, you can use one of five different strategies to work toward an acceptable outcome. If, however, you are involved in an affective conflict you must address the emotional issues before you can productively discuss the content of your work.

Diff: 2 Type: MC Objective: LO 6.2 51) Avoiding a conflict instead of addressing it ________.

A) is never a good choice B) is a poor choice if you think you have no chance of resolving the conflict to your satisfaction C) should not be done if it interferes with productivity D) usually results in a win-win situation E) tends to lead to the conflict improving on its own Answer: C Explanation: Avoidance is occasionally a good strategy, especially when you believe you have no chance of resolving the conflict to your satisfaction and it doesn't interfere with productivity.

More often, however, everyone loses when you avoid a conflict. If problems are not addressed, they tend to get worse.

Diff: 2 Type: MC Objective: LO 6.2

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52) As a conflict management technique, accommodating ________.

A) is a poor choice if you decide that your position was wrong B) is usually the best choice when you care deeply about the result C) should never be used as a negotiation strategy D) makes sense when the relationship is more important than the outcome of the issue E) involves denying the problem exists, screening phone calls, or even avoiding the person completely Answer: D Explanation: Accommodating can be a good choice if maintaining a harmonious relationship with the other person is more important than the outcome of the issue.

Diff: 2 Type: MC Objective: LO 6.2 53) Which of the following is NOT a potential result of the accommodating conflict management technique?

A) Groupthink can set in.

B) People can lose their self-esteem.

C) People can sacrifice their principles.

D) A good relationship can be maintained with the other person.

E) All parties get something and give something up.

Answer: E Explanation: The technique of compromise involves both parties getting something they want and sacrificing something. Accommodation means one person gives in and allows the other person to have their way. While this can be a good choice when the matter is trivial or you don't care deeply about the outcome, it does pose the dangers listed in some of the choices.

Diff: 2 Type: MC Objective: LO 6.2 Emma and Jessica work together and both want to increase sales at their company. Emma argues this is best achieved by investing in research and development so they can create the best possible products. Jessica believes that increasing their sales force is the way to go.

54) If Emma and Jessica decide to allocate part of the budget for R&D and part of it for hiring additional salespeople, this is an example of ________.

A) avoiding confrontation B) accommodating or giving in C) competing to win D) compromise E) collaborating to find the best solution Answer: D Explanation: In a compromise, all the parties involved get something they want or can accept, but everyone also needs to sacrifice something. In this case, neither Emma or Jessica get the full investment in the area they support, but both get part of it.

Diff: 2 Type: MC Objective: LO 6.2

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55) If Emma and Jessica decide to go to their supervisor, each making a case for why their idea is preferable to the other's and leaving it to the supervisor to determine which is best, this is an example of ________.

A) avoiding confrontation B) accommodating or giving in C) competing to win D) compromise E) collaborating to find the best solution Answer: C Explanation: Sometimes a conflict becomes a contest, with participants competing to win, even at another person's expense. If Emma and Jessica bring in a third party to decide which one of them "wins," this is an example of competing to win.

Diff: 2 Type: MC Objective: LO 6.2 56) What potential danger is involved in Emma and Jessica using a compete-to-win technique to resolve their conflict?

A) While this may result in a quick solution, it is also likely to lead to a relational conflict.

B) By not addressing their conflict, it will most likely get worse and result in a situation where everyone loses.

C) In choosing to give in, one of them may experience a loss of self-esteem.

D) This technique usually leads to groupthink and ineffective solutions.

E) It trivializes their conflict and shows that they don't care deeply about the result.

Answer: A Explanation: Competing results in an "I win, you lose" outcome. Competitive tactics can include finding fault with others, rejecting the other party's point of view, and minimizing one's own responsibility for a mistake. Competitive approaches to resolving conflicts may result in quick solutions, but they often lead to relational conflicts.

Diff: 3 Type: MC Objective: LO 6.2 57) You overhear Tom and Lisa having a heated discussion in the next office. You hear Tom say, "Sure, I might have missed the report deadline by a whole two days, but you're the one who didn't get me the transcripts for the interviews on time. In fact, I seem to remember that you also missed the last team meeting, whereas I've been to them all!" The technique that Tom is using to manage this conflict is ________.

A) avoidance B) accommodation C) completion D) compromise E) intimidation Answer: C Explanation: Competition conflict management is often characterized by team members minimizing their own roles in mistakes and blaming others.

Diff: 2 Type: MC Objective: LO 6.2 21 .

58) Toby is on a team whose objective is to interview all of the senior engineers in their company to gather a repository of institutional wisdom. Each member was tasked with completing interviews, but Toby was given fewer interviews combined with the task of collating all of the team's transcripts of the interviews. At first, this appeared to be an equitable arrangement, but Toby soon discovered that the work of collating was far more time consuming than anyone had first thought. Toby would prefer to concentrate solely on collation and do no interviews. Toby and the team discuss their options, but since the deadline for the project is looming, the teammates are reluctant to take on additional work. In the end, it is decided that Toby will continue to work exactly as planned, except that each of the teammates will assist with the collation work. In this scenario, Toby's team's approach to conflict management is to ________.

A) compromise B) avoid conflict C) accommodate D) collaborate E) compete Answer: A Explanation: In this solution, each of Toby's team members gives up something they want, which is the essence of compromise.

Diff: 3 Type: MC Objective: LO 6.2 59) Collaboration ________.

A) usually leads to relational conflicts B) ensures buy-in from all parties C) is a good way to achieve workable solutions under time pressure D) results in an "I win, you lose" outcome E) usually results in a lose-lose situation Answer: B Explanation: Although collaboration is a time-consuming approach, it is often the best approach for managing complex conflicts. In collaboration, all parties work together to determine the best possible solution. It has the benefit not only of providing a solution but also ensuring buy-in from all parties and strengthening relationships between people.

Diff: 2 Type: MC Objective: LO 6.2

22 .

60) According to Ferrazzi Greenlight, in order to make the most of a "technology-enabled" world, changes in human behaviour are required. These changes pertain to how we ________.

A) relate and collaborate online B) use online document-sharing platforms C) train members of a team to use technology D) leverage diversity in teams E) adapt to having less privacy Answer: A Explanation: We are not yet relating and collaborating online as effectively as technology allows, according to Ferrazzi Greenlight.

Diff: 2 Type: MC Objective: LO 6.3 61) Which of the following is a virtual best practice for enhanced productivity in teams?

A) Put the mute on, and multitask to get the most work done.

B) Share progress reports, budgets, and status of projects with the team.

C) Be aware of international differences and learn a foreign language you can use during the online meeting; this will impress everyone.

D) Make the meeting a safe place for team members to ask for items to be clarified.

E) Schedule the virtual meeting at a time that is good for you and your time zone. Do not worry if some members in other time zones cannot attend because the meeting might finish sooner with fewer members.

Answer: D Explanation: Stay aware of possible cultural, diversity, and regional sensitivities. All of the discussion regarding intercultural and diverse communication skills remains valid in virtual team communication. Be aware of time zone implications for real-time virtual meetings. Be aware of cultural and regional holidays when scheduling meetings. Make it safe for every team member to ask for items to be clarified. Remember levels of directness, formality, context, and other variables when communicating across borders.

Diff: 2 Type: MC Objective: LO 6.3 62) One of the best indicators that a team will have a high "c factor" is ________.

A) the team's average social sensitivity B) the sum of the team's combined intelligence C) the presence of men on the team D) the team members' ability to actively listen to each other E) the average individual intelligence of group members Answer: A Explanation: A team will have a high "c factor" if its members have the ability to read each other's nonverbal cues.

Diff: 2 Type: MC Objective: LO 6.3

23 .

63) ________ is a First Nations tradition that allows all members of a gathering to share equally.

A) The Talking Stick B) A smudge stick C) A smudge ceremony D) A sweat E) A sweetgrass bundle Answer: A Explanation: When a tribe member holds the Talking Stick, only that member is allowed to speak while the others listen.

Diff: 2 Type: MC Objective: LO 6.3 64) Which of the following statements is TRUE? A) Because managers and leaders tend not to work side by side with employees, they are not always well-positioned to give feedback as well as peers can.

B) Because managers and leaders tend to work closely with their employees, they are the best qualified to give feedback.

C) Because of the possibility that peer-to-peer feedback can be misconstrued as giving unqualified supervision, it is best that only team leaders or managers give feedback.

D) A coaching triangle involves two colleagues and one manager.

E) Managers should avoid coaching because they will be seen as authoritarian or patronizing.

Answer: A Explanation: Since peers know each other best, it makes sense that they coach each other.

Diff: 2 Type: MC Objective: LO 6.3 65) The ability for peers to coach each other is ________.

A) annoying B) fun C) easy to setup and monitor D) powerful E) not impactful as peers may see you at your worst Answer: D Explanation: The ability for peers to coach each other is extremely powerful. No leader, manager, supervisor, or trainer can be with each team member each moment of the day.

Colleagues and peers, however, will see you at your worst and at your best and are often in the best position to help you learn and improve.

Diff: 1 Type: MC Objective: LO 6.3

24 .

66) Which of the following statements is TRUE? A) Both the coach and the person being coached should have goals and something to gain from the coaching.

B) The coach in a coaching triangle should have nothing to gain from the relationship so that their efforts can be entirely focused on the person being coached.

C) Since people are rarely able to assess their own weakness, the person being coached should invite the coach to set the goals.

D) So that the arrangement is seen as equitable, a coach and a person being coached should reciprocate and exchange roles.

E) Once a person has been a coach to a colleague, it is not possible to reverse the roles since the power dynamic can never be fully neutral afterwards.

Answer: A Explanation: Both the coach and the person coached should have clear goals and both should gain from the experience.

Diff: 2 Type: MC Objective: LO 6.3 67) Teams with ________ consistently outperform teams with low levels of this.

A) self-awareness B) "X-factor" C) low levels of conflict D) plenty of opportunities to collaborate online E) high levels of conflict Answer: A Explanation: Self-aware teams communicate better and operate more efficiently.

Diff: 2 Type: MC Objective: LO 6.3 68) Which of the following statements is TRUE? A) A key element of peer coaching is for all team members to agree to allow all other team members to provide feedback and guidance on work performance.

B) To maintain objectivity, only a manager should assign a person to coach another.

C) When you are coaching somebody, use stories of your own experience to demonstrate empathy.

D) Refrain from asking questions if you are coaching somebody. Instead, listen carefully.

E) Peer coaching is a method for managers to distribute authority amongst team members.

Answer: A Explanation: It is important to give each other permission to coach to avoid unwanted feedback that might appear to be inappropriate.

Diff: 2 Type: MC Objective: LO 6.3

25 .

69) In a coaching relationship, which of the following sentences would be considered the best?

A) Can you think of another way of beginning your emails that might be more direct?

B) I always begin my emails in the most direct way possible.

C) You always begin your emails with chat… nobody has time for chat.

D) You should get to the point as soon as possible in your emails.

E) Don't begin your emails with irrelevant information or chat.

Answer: A Explanation: In this sentence, the coach is inviting the person being coached to address a flaw in their emails without suggesting an alternative or criticizing the person's actual approach.

Diff: 2 Type: MC Objective: LO 6.3 70) The best time to create a team charter for a team is after it has begun to show signs of storming or conflict within the group.

Answer: FALSE Explanation: A team charter should be written at the outset and may help prevent many of the issues that arise during the storming phase.

Diff: 1 Type: TF Objective: LO 6.1 71) At the outset of a group's formation, the team leader should draft a team charter for the team members to abide by.

Answer: FALSE Explanation: The team should draft the team charter together.

Diff: 1 Type: TF Objective: LO 6.1 72) One indicator of a high-performing team, as opposed to a low-performing team, is that from the outset its members spontaneously and unconsciously develop a communication style.

Answer: FALSE Explanation: Communication skills generally have to be developed consciously, intentionally, and with foresight.

Diff: 1 Type: TF Objective: LO 6.1 73) The most important predictor of a team's success is how carefully its members were selected.

Answer: FALSE Explanation: The most important predictor of a team's success is its willingness to communicate.

Diff: 1 Type: TF Objective: LO 6.1

26 .

74) One of the most common causes of conflict within teams tends to be a misunderstanding or misalignment of the team members' expectations of each other.

Answer: TRUE Explanation: A great deal of unnecessary conflict can be avoided if specific elements of team performance have been agreed upon first. A discussion of specific team expectations prior to beginning work together will dramatically reduce team conflict. Create a Team Charter with the agreed-upon team standards and expectations.

Diff: 2 Type: TF Objective: LO 6.1 75) Every team member must be willing to do whatever it takes to make the team successful including helping each other if the need arises.

Answer: TRUE Explanation: At times, it may be tempting to do minimal work for the team and assume that others will pick up the slack. But a team will succeed only if everyone shares a similar intensity of commitment. Every member must be reliable and contribute fairly. In addition, every team member must we willing to do whatever it takes to make the team successful, including helping each other if the need arises.

Diff: 1 Type: TF Objective: LO 6.1 76) The best indicator of a good team is that it begins to work well together on the very first meeting.

Answer: FALSE Explanation: Good teams take time to develop good communication habits and most teams have to go through periods of conflict at some point.

Diff: 1 Type: TF Objective: LO 6.1 77) Meeting minutes are a transcription of what is said during the meeting.

Answer: FALSE Explanation: A transcription records everything that is said in a meeting. Minutes focus on decisions, action items, assignments, and deadlines.

Diff: 1 Type: TF Objective: LO 6.1 78) A Team Charter is a document that describes a team's agreed-upon style of working together and their commitment to specific standards and expectations.

Answer: TRUE Explanation: Your team must decide not only what to do and who is going to do it, but also how you will work together. A great deal of unnecessary conflict can be avoided if specific elements of team performance have been agreed upon first. When your team has come to an agreement on these issues, create a team charter to document what you have decided.

Diff: 1 Type: TF Objective: LO 6.1

27 .

79) There are two kinds of people: those who work well as team members and those who lead well.

Answer: FALSE Explanation: Before a person can lead a team effectively, they should be able to work effectively as a team member.

Diff: 3 Type: TF Objective: LO 6.1 80) A cognitive conflict is one that arises from differences in personalities and relationships.

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

Diff: 1 Type: TF Objective: LO 6.2 81) Petra and Hong must provide their team member, John, with a draft of the team's report by Friday so that John may compile, proofread, edit, format, and finalize the report before it is due the following Thursday. Friday is a milestone for this team's project.

Answer: TRUE Explanation: Be sure the team understands the deadline for completion of work and any milestones that occur along the way. For example, if a written report is due on December 15, your team may schedule all the team members' individual contributions to be due on November 15. This would be a milestone, allowing one month for work to be completed, edited, proofread, formatted, and finalized. You may also agree that all research should be completed by October 15 to allow everyone time to prepare their work with ample access to research. This would be another milestone. Milestones are mini-deadlines for completion of small tasks that contribute to the overall completion of a larger project.

Diff: 3 Type: TF Objective: LO 6.1 82) The chairperson of a meeting should create an agenda and take notes during the meeting.

Answer: FALSE Explanation: The role of the chairperson is to keep track of how well the meeting follows the agenda. If the meeting becomes sidetracked on unrelated matters or if participants get stuck on unproductive tangents, the chair (or facilitator) can bring the conversation back to the necessary topic. A different team member should take notes or meeting minutes.

Diff: 2 Type: TF Objective: LO 6.1 83) Analyzing the cause of a conflict serves no useful purpose.

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

Diff: 2 Type: TF Objective: LO 6.2

28 .

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

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

Diff: 1 Type: TF Objective: LO 6.2 85) When your team is going to be working entirely online, it is best not to have face-to-face meetings at all since members will come to rely on these meetings instead of using the online tools that are available.

Answer: FALSE Explanation: Begin projects whenever possible with face-to-face meetings since this is the best way to foster trust and build relationships.

Diff: 1 Type: TF Objective: LO 6.3 86) Online meetings are an ideal context to give status reports.

Answer: FALSE Explanation: Use online meetings for collaborative problem solving.

Diff: 1 Type: TF Objective: LO 6.3 87) A group's "c factor," or collective intelligence, is determined by the average intelligence of the group's individual members.

Answer: FALSE Explanation: The "c factor" is more strongly correlated with the average social sensitivity of group members.

Diff: 1 Type: TF Objective: LO 6.3 88) As a coach in a coaching triangle, it is important to give honest criticism to the person you are coaching.

Answer: FALSE Explanation: It is possible to avoid criticism altogether by offering alternatives or even leading the person you're coaching to think of their own alternatives.

Diff: 1 Type: TF Objective: LO 6.3 89) People with strong coaching skills experience an unexpected benefit: increased self-awareness.

Answer: TRUE Explanation: The best peer coaches tend to reflect on their own behaviour to examine what they could be doing better themselves.

Diff: 1 Type: TF Objective: LO 6.3 29 .

90) Your employee, Jeremy, is very creative and has offered some very insightful analysis this past year. However, you will need to share some constructive criticism at Jeremy's upcoming annual performance review. Jeremy is prone to missing deadlines and often turns in work with typos and grammatical errors. Write this feedback in a way that frames these negative comments positively.

Answer: What I really appreciate about you, Jeremy, is your creativity and highly insightful analysis. You would be even more effective if you spent additional time proofing your work and made turning it in on time a priority.

Diff: 3 Type: ES Objective: LO 6.3 91) Discuss some of the ways in which one can deal with relational differences in the workplace.

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

Diff: 3 Type: ES Objective: LO 6.2 92) Ethan's supervisor reminds Ethan to arrange for the usual beverages and refreshments to be delivered to the upcoming monthly staff meeting. Ethan decides to do something different for a change and orders from a new caterer. Just before the meeting begins, Ethan's supervisor notices this and angrily yells at Ethan in front of everyone. Their usual supplier guarantees that food items are created in a nut-free environment, a big concern for the company as one of the department's employees is severely allergic to peanuts. Ethan is embarrassed and frustrated, as no one ever told Ethan that this was an issue. Describe how this conflict could have been avoided.

Answer: People often draw conclusions or make decisions based on faulty assumptions. They do not have all the information they need, and they may not even know they are missing information. This lack of information can lead to significant workplace conflict. This particular conflict could have been avoided if Ethan and the supervisor had shared more information with each other. If Ethan's supervisor had told Ethan about the allergy issue, Ethan would have been sure to order food from a safe caterer. Ethan could also have checked with the boss to get approval before hiring a new caterer.

Diff: 3 Type: ES Objective: LO 6.2 30 .

93) Discuss the difference between compromise and collaboration as conflict management techniques.

Answer: A collaborative solution is normally ideal, since collaboration entails team members working together towards a common goal that each team member is invested in. Collaboration strengthens team relationships but takes time and is not always achievable when conflicts have to be managed quickly. Compromise may be the only possible solution when teams are working towards a deadline and there is no time to facilitate true collaboration. In a compromise solution, each team members gains some of the things they want but must also give up other things, meaning that team members may not be completely satisfied by the resolution.

Diff: 3 Type: ES Objective: LO 6.3 94) There are five different cognitive conflict resolution strategies. Focusing on the avoidance strategy and the competitive strategy, provide two situations, one for each, in which applying each strategy would result in a negative outcome.

Answer: Avoidance Strategy: Instead of addressing a conflict, you may choose to avoid a conflict; deny the problem exists, change the topic, screen your telephone calls, or even avoid the person completely. For example, whenever Nadia meets Brian, the head of engineering, to discuss customers' needs, Nadia feels personally insulted. If Brian does not like what Nadia proposes for a project, Brian often says, "We can't do that. You're not an engineer. You don't know what you're talking about." Or Brian might say, "How old are you? You've only been here for three years. I've been doing this kind of work for 20 years, and I know the best way to get it done." Things are so strained between Brian and Nadia that they both avoid face-to-face encounters, resorting to email to discuss projects. Avoiding confrontation is occasionally the right choice to your satisfaction and the conflict does not interfere with productivity. More often, however, everyone loses when you avoid a conflict. If problems are not addressed, they tend to get worse. If Brian and Nadia continue to avoid each other and communicate only by email, they will have no opportunity to develop a sense of shared goals that will allow them to work in the best interests of the business. Ultimately, the customers will suffer. Instead of avoidance, Nadia and Brian need to adopt a different strategy.

Competition Strategy: Sometimes a conflict becomes a contest, with participants competing to win, even at another person's expense. Competitive tactics can include finding fault or blaming others, rejecting the other party's point of view, and minimizing one's own responsibility for a mistake. Competitive approaches to resolving conflicts may result in quick solutions, but they often lead to relational conflicts. For example, Marcus and Allison of Green Earth could bring their conflict to the president of the company to decide which goal to prioritize: keeping customers happy or keeping costs down. If the president decided to accommodate old customers, Marcus and Allison would have a clear resolution to their cognitive conflict. They would still need to work out the personal anger (i.e., the affective conflict) that had developed between them.

Diff: 3 Type: ES Objective: LO 6.3

31 .

95) Describe some of the virtual best practices that will make your team as productive and collaborative as possible.

Answer: Even if you have a team that will collaborate mostly online, it is best to start face-to-face if possible so that the team members can get to know one another better than an online context allows. Diversity awareness will be important, especially if your team is comprised of members from different countries. You should consider things like holidays, appropriate levels of formality, and whether you are collaborating with colleagues from a highor low-context culture. Always be fully prepared for meetings by reading materials that have been sent to you prior to the meeting and be able to comment on those materials. Use meetings for collaboration or brainstorming rather than for reporting, since this can unengaging. Use the richest possible interface you can, which normally means video, so that team members can see nonverbal cues. Finally, ensure that there is some means of synchronous, informal communication after the meeting to promote relational interaction.

Diff: 3 Type: ES Objective: LO 6.3 96) Discuss why it is important to give teams time to meet or communicate synchronously for non-project-related conversation.

Answer: Even in virtual teams, it is important that team members be able to spend time in synchronous conversation that is not project related because it is in these "water cooler" conversations that teams learn to trust one another and build relationships. Face-to-face meetings are best since they allow team members to learn one another's nonverbal language, but even online synchronous communication can lead to better relationships.

Diff: 3 Type: ES Objective: LO 6.3 97) Describe how to develop the "c factor" in a team.

Answer: A team's "c factor," or ability to perform together, is strongly correlated to its average social sensitivity (the ability of its members to read each other's nonverbal cues). Women tend to be better at this than men, so a team with more women on it will tend to have higher social sensitivity, but men can be equally competent. Two practices will help to create better social sensitivity. First, give the team plenty of "play" time, such as dining together or playing a sport, so that team members can learn each other's nonverbal cues and build trust. While this might be difficult for virtual teams, it is still possible through things like online competitions. Second, ensure that team members have equal turns participating and sharing power by using methods such as the Talking Stick.

Diff: 3 Type: ES Objective: LO 6.3 98) Discuss how a coaching triangle should work.

Answer: A coaching triangle is used so that a person who is coaching a peer does not need that peer to coach them in return. Instead, as one person is receiving coaching from a peer, they are simultaneously coaching a peer. In practice, this means that three people are needed for a coaching triangle: person A coaches person B; person B coaches person C; and person C coaches person A. Diff: 3 Type: ES Objective: LO 6.3 32 .

99) Describe some good strategies for coaching a colleague.

Answer: Effective coaching begins with focusing on the person and making sure that they know you are doing so. This means keeping personal anecdotes to a minimum and using them only when you want to reassure the person being coached. To demonstrate that you are listening carefully to the person being coached, ask simple questions that communicate empathy and support. You can avoid criticism by offering alternatives to your colleague's approach rather than criticizing their actual actions. In fact, rather than offering an alternative, you can prompt the person you are coaching to discover the alternative for themself.

Diff: 3 Type: ES Objective: LO 6.3 100) Describe some best practices for receiving coaching.

Answer: Being coached is not necessarily a passive activity. Setting a goal, such as improving your grammar, and telling this to your coach is the first step. You can then be proactive in deciding when and how you will take coaching. You might find it necessary to prompt your coach to give you the feedback you need, especially if your coach is hesitant, shy, or uncomfortable about giving feedback.

Diff: 3 Type: ES Objective: LO 6.3

33 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 7 Communicating Routine & "Bad News" Messages 1) All of the following are examples of routine business requests EXCEPT A) requesting the exchange of an item when you were sent the wrong merchandise.

B) explaining a travel expense to the accounting department.

C) persuading a client to postpone a project so that your company can take the job.

D) sending your supervisor the data that was requested.

E) responding to a request to present your progress at the next team meeting.

Answer: C Explanation: Routine messages are short and straightforward and do not require you to persuade your audience to accept your point.

Diff: 2 Type: MC Objective: LO 7.1 2) Routine business messages ________.

A) require you to persuade your audience B) necessitate thinking about how to prevent your audience from being upset C) can be very lengthy and quite complicated D) are never challenging to write E) require that you be clear, complete, and respectful Answer: E Explanation: Routine business messages simply require that you be clear, complete, and respectful. However, meeting just these requirements can be challenging.

Diff: 2 Type: MC Objective: LO 7.1 3) Goodwill messages present an opportunity to ________.

A) provide free products to customers B) establish and sustain a positive relationship with your audience C) give negative feedback, but with a goodwill intent D) send messages that inform your audience you will be donating to charity E) work with the community outreach department within an organization Answer: B Explanation: One type of routine message is a goodwill message. It provides an opportunity to establish and sustain a positive relationship with your audience.

Diff: 1 Type: MC Objective: LO 7.1

1 .

4) The indirect approach ________.

A) is the better choice for most requests B) is more assertive than the direct approach C) is easier to understand than the direct approach D) is more time-consuming for your audience to process than the direct approach E) is impolite and never appropriate for requests Answer: D Explanation: With dozens of messages to navigate through during the day, your audience will find it much easier to process information that is organized directly.

Diff: 2 Type: MC Objective: LO 7.1 5) The direct approach ________.

A) is less polite B) is less assertive C) is the better choice for most requests D) takes more time to get to the point E) gives your audience less time to process your message Answer: C Explanation: The direct method gets to the point quickly, lets the audience know why they are reading the message, and is the preferred approach for most requests.

Diff: 2 Type: MC Objective: LO 7.1 6) Avoid just ________ your request, which requires your audience to figure out exactly what you want.

A) blurting out B) implying C) relating D) making E) explicitly expressing Answer: B Explanation: To avoid ambiguity, be sure to state your request explicitly.

Diff: 1 Type: MC Objective: LO 7.1

2 .

Consider the request below: Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. Without some divine intervention, our team won't be able to make this month's regularly scheduled meeting.

7) How would you describe this request?

A) uses indirect organization B) is organized directly C) uses organizational misdirection D) places details after the statement of request E) gets to the point quickly and lets the audience know why they are reading the message Answer: A Explanation: The message opens with a couple of statements detailing the reason why the department is too busy to make the monthly meeting. When the details precede the request, indirect organization is being used.

Diff: 2 Type: MC Objective: LO 7.1 8) What is the biggest problem with this message?

A) It leads with details instead of the request.

B) It inappropriately uses indirect organization.

C) It fails to include its main idea at the beginning of the message.

D) It implies its request, leaving its message too ambiguous.

E) It is delivering bad news without the proper build-up.

Answer: D Explanation: Wherever your request is placed, it must be phrased so that your audience knows exactly what you are asking and will be able to answer easily. In this case, the request is unclear.

Is the writer asking to be excused from the meeting? To have the meeting rescheduled? To get some additional help in the department to ease the workload? If the audience doesn't know what you want, you are unlikely to get it.

Diff: 3 Type: MC Objective: LO 7.1 9) All of the following statements are true EXCEPT A) routine business messages are sensitive communication.

B) routine business messages ask questions.

C) routine business messages answer questions.

D) routine business messages provide information.

E) routine business messages confirm agreements.

Answer: A Explanation: Routine business messages are not sensitive, straightforward communication.

Diff: 2 Type: MC Objective: LO 7.1

3 .

10) All of the following would likely require little explanation of the reason for the request EXCEPT A) asking a retailer to exchange the sweater that you purchased for another sweater of the same style but a larger size.

B) asking an online vendor for a refund on a defective piece of equipment.

C) asking a colleague to give you information about a subject unrelated to your field that you have never discussed together.

D) asking the manufacturer to accept a return of software that is incompatible with your computer.

E) asking a company for a refund on the tickets you bought for a seminar that was cancelled.

Answer: C Explanation: Most customer requests for refunds or merchandise exchanges, sometimes called claim requests, require little explanation. If the reason for your request is not obvious, as in this choice, you will need to explain it.

Diff: 1 Type: MC Objective: LO 7.1 11) When writing a message, you determine audience benefits by ________.

A) analyzing the positive outcomes for you if your readers comply with your request B) analyzing the positive outcomes for you if your readers do not comply with your request C) analyzing the positive outcomes for your readers if they comply with your request D) analyzing the positive outcomes for your readers if they do not comply with your request E) considering your viewpoint and which positive outcomes you would most like to achieve Answer: C Explanation: Audience benefits require you to consider what benefits your readers will get if they respond favourably to your request.

Diff: 1 Type: MC Objective: LO 7.1 12) A "you" perspective ________.

A) consists simply of abundant use of the word "you" in your message B) avoids use of the word "you" C) makes the audience feel more positive about taking the time to perform your request D) involves considering the situation from your own perspective E) is only necessary in persuasive messages when you think your audience will be resistant to your request Answer: C Explanation: Routine requests will get the best reception from your audience if you compose the message from the audience's perspective, not just your own.

Diff: 2 Type: MC Objective: LO 7.1

4 .

13) "If I get this information from you today, I will be able to finish my report by Friday and not have to work over the weekend."

Consider the statement above. Which of the following choices best revises this statement to reflect a "you" perspective?

A) If you give me this information today, I will be able to finish my report by Friday and not have to work over the weekend.

B) You need to give me this information today so that I won't have to work over the weekend to have my report ready for you by Monday.

C) Please give me this information today so that I can finish my report by Friday and be able to start the week with a clean slate.

D) Will you please give me this information today, so that my report will be ready for you to use at your Monday meeting?

E) I'd appreciate it if you would give me this information so that my report will be complete.

Answer: D Explanation: This choice exhibits the "you" perspective by clearly and politely making the request and pointing out the audience benefit of responding favourably. The other choices focus on the benefits of the request to the writer.

Diff: 2 Type: MC Objective: LO 7.1 14) Which of the following statements uses the "you" perspective?

A) Please send me the latest figures so I can work on next year's sales forecasts.

B) I'd appreciate if you would meet with me so you can learn about your next assignment.

C) Give me your report when it is finished so that I can present it at the monthly meeting.

D) Would you please get me that information so that I can work on my proposal?

E) You should help me on this project so that I can finish on time.

Answer: B Explanation: This choice does the best job of focusing on the audience benefit from responding favourably to your request. The other choices focus on benefits to the writer and some are not very gracious.

Diff: 2 Type: MC Objective: LO 7.1

5 .

15) Which of the following statements does NOT use the "you" perspective?

A) Your assistance on this project will mean that you and your team get an efficient new computer system.

B) Your help in this matter would be much appreciated—you'd be getting me out of a real tough spot!

C) Please submit your forms by Friday so that your new equipment will be ready for you next week.

D) If you can open three new accounts this month, you will be eligible for a financial bonus.

E) If you agree to participate in this volunteer program, you will receive an additional vacation day.

Answer: B Explanation: While this statement uses the words "you" and "your," it focuses on the benefit to the writer of the request, not the benefit to the audience. The other choices display the "you" perspective by emphasizing audience benefits.

Diff: 2 Type: MC Objective: LO 7.1 16) Which of the following statements uses the "you" perspective?

A) Please get me the data so I can start working on the forecasts.

B) I need you to give me the information that I asked you for.

C) If you get me that data by noon, you will get the results you need by the end of day.

D) You should call me back very soon since I'm leaving the office early today.

E) If you do me this favour I will be able to get my project completed ahead of schedule.

Answer: C Explanation: This statement focuses on the audience benefits, while the others focus on benefits to the writer.

Diff: 2 Type: MC Objective: LO 7.1 17) Which of the following statements about audience benefits is NOT true?

A) They are more important in persuasive requests than in routine requests.

B) They are especially important when your audience may be resistant to your request.

C) They can promote goodwill in all your messages.

D) They emphasize the positive outcomes for you if your audience complies with your request.

E) They help the audience feel more positive about taking the time to fulfill your request.

Answer: D Explanation: To determine audience benefits, analyze the positive outcomes for your audience if they respond favourably to your request.

Diff: 2 Type: MC Objective: LO 7.1

6 .

18) "The meeting starts in a half hour and you forgot to make photocopies for the attendees."

Which of the following revised statements is the best choice for turning this accusatory statement into an impersonal statement?

A) What have you done! Fix this!

B) Please fix your mistake by making photocopies for the meeting which begins in a half hour.

C) It looks as though you forgot to make the photocopies for the meeting which begins in a half hour; please do so now.

D) Please make photocopies for the meeting which begins in half an hour.

E) I guess I have to do everything around here. You did not make photocopies, so I'll do it myself.

Answer: D Explanation: Using "you" when issuing orders, making corrections, or giving direction can be interpreted as being accusatory or arrogant. In those cases, rewrite to express your thoughts in an impersonal manner.

Diff: 2 Type: MC Objective: LO 7.1 Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help with this testing.

19) Which of the following statements would be best to include in this message?

A) If you help test the system, I will really appreciate you.

B) You should help out because it's the right thing to do.

C) Your help will result in a more efficient system that lets you do your job faster and more easily.

D) People who dedicate their time and efforts to helping out with this project will not regret it.

E) If you volunteer, you will help me reach my quota of testers and finish this phase of the project.

Answer: C Explanation: This statement most clearly emphasizes an audience benefit of complying with the request.

Diff: 2 Type: MC Objective: LO 7.1

7 .

20) Which of the following statements would make the best closing for the message?

A) Thanks so much–you're the best!

B) Get back to me ASAP if you will participate.

C) Thanks to all for considering helping–interested parties should email me at the address below

by Friday.

D) We are very grateful to those people who will actually make the time to help us out. Let me know if you are interested.

E) Submit the attached form within a week if you are able to participate.

Answer: C Explanation: Effective requests end with an expression of gratitude and a specific call for action that makes clear what you need and when you need it. Only this choice includes these elements.

Diff: 2 Type: MC Objective: LO 7.1 21) Using the word "you" in a request ________.

A) is all that is required to adopt a "you" perspective B) is negative if used in an accusation or command C) is not recommended, as the focus should be on the requester, not the audience D) will always be positive E) should be done sparingly Answer: B Explanation: To be effective, avoid using "you" in negative ways, like issuing orders and accusations.

Diff: 2 Type: MC Objective: LO 7.1 22) "You made mistakes in these documents that you must correct by the end of day."

The statement above uses "you" in a negative way. Which of the following best revises this statement?

A) I'd appreciate it if you'd fix the mistakes that you made in these documents by the end of day.

B) Please correct the mistakes in these documents by the end of the day.

C) The mistakes in these documents, you must correct them by the end of day.

D) Revise these documents by the end of day, and please, no mistakes this time.

E) Please don't make any mistakes in the documents this time.

Answer: B Explanation: The use of "you" in the given statement is accusatory and overly authoritative.

This choice is the best revision as it uses impersonal expressions.

Diff: 2 Type: MC Objective: LO 7.1

8 .

23) An expression of gratitude ________.

A) is the only element you should include in the closing of a request B) is nice but not necessary at the end of routine requests C) should never be just a simple "thanks" D) must always be an elaborate and effusive declaration E) is typical at the end of a request to show gratitude for the audience's predicted response Answer: E Explanation: Two elements typical at the end of requests are an expression of gratitude and a specific call for action that make clear what you need and when you need it.

Diff: 2 Type: MC Objective: LO 7.1 24) Which of the following is NOT a routine message?

A) replying that you have the data a colleague requested B) granting a customer an exchange of a product they ordered C) confirming that your client meeting is scheduled for 3 p.m. next Tuesday D) announcing that no holiday bonuses will be given out this year E) giving a coworker instructions on how to perform a certain task Answer: D Explanation: When you are writing to convey information, messages are considered routine if the information will not surprise, disappoint, or anger the audience. This announcement is likely to disappoint, anger, and possibly surprise your audience, so it is not routine.

Diff: 2 Type: MC Objective: LO 7.2 25) All of the following are considered to be routine messages EXCEPT A) replying to a client that you will not have their project completed on time.

B) announcing that the office will close early on the Friday before a long weekend.

C) instructing employees how to fill out a new form.

D) responding to a coworker that you will be able to meet that afternoon.

E) confirming the delivery date for the first part of a new project.

Answer: A Explanation: When you are writing to convey information, messages are considered routine if the information will not surprise, disappoint, or anger the audience. This announcement is likely to disappoint, anger, and possibly surprise your audience, so it is not routine.

Diff: 2 Type: MC Objective: LO 7.2

9 .

26) Which of the following is the best medium when sharing bad news with a single person?

A) website B) telephone C) social media D) group meeting E) discussion board Answer: B Explanation: Appropriate choices for communicating bad news to an individual includes: a face-to-face meeting, a telephone conversation, or an email message. The remaining options will not be effective: Letters take too long to arrive, and text messages are too informal. Websites and social media are clearly not appropriate choices for individual communication.

Diff: 1 Type: MC Objective: LO 7.4 27) When responding to multiple questions, which of the following is NOT true?

A) Most answers to questions benefit from a direct organization.

B) You should list answers to questions in order of importance, not in the order in the original message.

C) You should build goodwill by opening the message with a positive response.

D) It is best to reply to questions with a direct answer.

E) You should end your message with a friendly closing and contact information, if applicable.

Answer: B Explanation: For a message with multiple questions, follow the organization of the original message.

Diff: 2 Type: MC Objective: LO 7.2 28) You received a request for information that included a list of questions numbered 1 through 10. When you reply, ________.

A) answer the first five questions only, as 10 is too many to address in one message B) include your answers ordered 1 through 10 as well C) reorder the questions according to their relative importance D) label your answers A through J to downplay the inappropriately large number of questions asked E) answer only as many questions as you can fit on one page Answer: B Explanation: For a message with multiple questions, follow the organization of the original message.

Diff: 2 Type: MC Objective: LO 7.2

10 .

29) When someone asks you a question in a face-to-face or phone conversation, ________.

A) organize your message just as you would a written response B) always begin with a direct answer C) never admit that you don't have the answer immediately available D) if your response is likely to disappoint, use the direct organization plan E) if your response is not controversial, begin with details and lead up to the answer Answer: A Explanation: Follow the same approach as with a written message. If your response is not controversial or likely to disappoint, begin with a direct answer and then follow up with details.

If you do not have the answer immediately available, then say that right away.

Diff: 2 Type: MC Objective: LO 7.2 30) Your boss calls you on the phone and asks if you can have the report you're working on finished two days earlier than scheduled. You weren't expecting this question and don't feel that you can provide a definitive answer on the spot. Which of the following would be your best reply?

A) Let me get back to you on that.

B) Sure, no problem. I can probably find some way to make it work.

C) Can I finish my report two days early? That's a very good question.

D) I'll check my schedule to see if it's doable and call you back within a half hour.

E) I wasn't expecting this, so it's really an impossible question to answer right now.

Answer: D Explanation: This short and direct statement buys you the time to analyze the situation and come up with a definitive answer. This is better than stalling or making a vague promise to get back to your boss. It's also better than just agreeing without making sure you will be able to fulfill your promise.

Diff: 2 Type: MC Objective: LO 7.2 31) When a company decides to satisfy a customer claim for a refund, exchange, or repair, ________.

A) a well-written response gains nothing for the company B) the business has an opportunity to create goodwill C) the company should make it sound as if they're doing the customer a favour D) the company must apologize E) the response should make clear whether the customer is to blame Answer: B Explanation: Assuming the business decides to satisfy the claim, a well-written response can strengthen its relationship with the customer. Avoid making it sound like you're doing the customer a favour. Although it is not necessary to apologize, it is also important not to blame the customer.

Diff: 2 Type: MC Objective: LO 7.2

11 .

32) Which of the following statements makes it sound as if you are doing the customer a favour?

A) Although you selected the wrong item, we are happy to take the trouble to exchange it.

B) Your business is important to us, so we are pleased to offer you rush shipping on this order.

C) Customer satisfaction is our top goal, so we will be happy to grant your request.

D) You are a valued customer, so please accept a 10% discount on your replacement order.

E) We are happy to send you the replacement piece by expedited mail.

Answer: A Explanation: If you are going to grant a customer request, build goodwill by not making it sound as if you are doing the customer a favour. This statement specifies that the customer was at fault and emphasizes the trouble of making the exchange. Both of these elements make it sound like the company is doing the customer a favour.

Diff: 2 Type: MC Objective: LO 7.2 33) A customer has reported a problem to your company. Which of the following statements is NOT true?

A) You should explain the reason behind the problem.

B) You should tell the customer how you will prevent this problem from reoccurring.

C) A good explanation of the problem can win consumer confidence.

D) An explanation that sounds like an excuse will result in a negative reaction.

E) It is necessary to apologize to the customer for the problem.

Answer: E Explanation: It is not necessary to apologize. Your goal is to win customer confidence and strengthen customer loyalty. You can do that simply by expressing genuine concern for remedying the situation.

Diff: 2 Type: MC Objective: LO 7.2

12 .

You work for Say Cheese!, an online digital photo developing service that also sells specialty photo products. You receive an email from a customer who entered a coupon code when placing their recent order but didn't receive the 15% discount it promised. In researching the claim you see that the coupon was for orders with merchandise totals of $50 or more. The customer's merchandise total was only $47, but since they are a customer who has ordered from Say Cheese! before, you decide to grant the claim to receive the 15% discount on their order.

34) Which of the following is the best way to state this in your reply?

A) Although you did not meet the $50 order minimum, we are going to give you the discount anyway.

B) Your merchandise total was not high enough to be eligible for this promotion, but we will make an exception since you are a good customer.

C) Because you are a valued customer, we are happy to credit you 15% of your merchandise total.

D) Even though you didn't order enough to be eligible for this 15% discount, we will go out of our way to give it to you anyway.

E) Because we want your business, we will give you this discount even though your merchandise total was below the minimum required for this offer.

Answer: C Explanation: Begin with the positive response, in this case that you are granting the claim.

Avoid sounding as if you are doing the customer a favour. This choice is the only one that doesn't sound as if you are doing the customer a favour.

Diff: 2 Type: MC Objective: LO 7.2 35) You opened your message with the positive response that you are granting the claim. As you continue writing your message, which of the following is TRUE? A) You must apologize to the customer for the inconvenience Say Cheese! caused in making it necessary for them to file this claim.

B) You should emphasize that the customer is to blame for placing an order below the offer minimum.

C) An apology is not necessary since Say Cheese! is not responsible for any problem.

D) You should make up an excuse explaining why the coupon code didn't work.

E) Say Cheese! must promise not to make this mistake again.

Answer: C Explanation: The coupon code was not defective, it simply didn't work because this customer's merchandise total didn't meet the required minimum. So, there is no mistake that Say Cheese! was responsible for. Even in the event of a problem, an apology is not necessary, although it is also important not to blame the customer.

Diff: 2 Type: MC Objective: LO 7.2

13 .

36) Which of the following would NOT be appropriate in a closing to this message?

A) Thank you for choosing Say Cheese! for your photographic needs.

B) Remember that Say Cheese! made this exception for you the next time you have photo needs.

C) We at Say Cheese! thank you for this order and for your continued business.

D) Thank you for shopping at Say Cheese!, where customer satisfaction it the number one priority.

E) We value your loyalty at Say Cheese! and hope to do business with you again.

Answer: B Explanation: Your message should end with a friendly close, expressing appreciation for the customer's business. This choice is not appreciative of the customer, but implies that the customer should be appreciative of the favour Say Cheese! did by granting the request. The other choices are more likely to strengthen customer loyalty.

Diff: 3 Type: MC Objective: LO 7.2 37) Social media networks such as Twitter ________.

A) make it impossible for businesses to react to customer suggestions and complaints B) have reduced the number of customer complaints made against businesses C) forbid businesses from sending out self-promotional tweets D) offer businesses expanded opportunities to receive and quickly respond to customer feedback E) do not allow businesses to see the tweets that private individuals write about them Answer: D Explanation: Social media networks such as Twitter offer businesses expanded opportunities to receive customer suggestions and complaints and respond to them quickly to satisfy customers and maintain goodwill.

Diff: 2 Type: MC Objective: LO 7.3 38) Which of the following statements is NOT true?

A) A confirmation is unnecessary if you make an oral agreement.

B) A confirmation is a message acknowledging that you have received information.

C) A confirmation is a message checking that you have understood information correctly.

D) A confirmation in writing is a good idea if you made an agreement over the phone.

E) A confirmation is a good way to get a spoken arrangement down in writing.

Answer: A Explanation: When you make oral agreements with someone, it's a good practice to confirm those agreements in writing.

Diff: 1 Type: MC Objective: LO 7.2

14 .

39) A(n) ________ is a message acknowledging that you have received information or checking that you have understood information correctly.

A) announcement B) confirmation C) goodwill message D) condolence E) claim Answer: B Explanation: When you make oral agreements with someone, it's a good practice to confirm those agreements in writing.

Diff: 1 Type: MC Objective: LO 7.2 40) While riding down in the elevator with your boss at the end of the day, you mention an idea that catches their interest. Your boss suggests meeting the next afternoon to discuss it further. In terms of this meeting, ________.

A) you should email your boss that night, confirming your appointment for tomorrow B) you should try to find your boss at the office in the morning to remind them about your meeting C) you should assume that your boss will put the meeting in their calendar, so no further action on your part is necessary D) you should wait for your boss to email you confirming the meeting E) you should write a letter to your boss confirming the meeting Answer: A Explanation: When you make oral agreements with someone, it's a good practice to confirm those agreements in writing. Sending an email makes the most sense, as a letter is rather formal and would take too long to arrive in the mail. Waiting for your boss to email you allows the possibility that they will forget, and then you will not have a written record.

Diff: 2 Type: MC Objective: LO 7.2 41) Using the blind carbon copy (BCC) feature of email ________.

A) discloses to the recipient that you are sending a copy of the email to someone else.

B) respects recipients by keeping their identities and email addresses private.

C) is ethical if you are intending to deceive the "To" recipient about who is receiving the email.

D) is unethical if the recipient can't be disadvantaged or hurt by sharing the message secretly.

E) diverts recipients' attention from the message content with an overly long header.

Answer: B Explanation: Using BCC is ethical if you are not intending to deceive the "To" recipient, and if the "To" recipient can't be disadvantaged or hurt by this secret sharing of the message. In fact, when there is a long list of recipients it can be argued that it is more ethical to use BCC to keep the names and email addresses from being displayed to everyone who gets the email.

Diff: 3 Type: MC Objective: LO 7.2

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42) You are sending an email to 157 customers who are 30 days past due on their bills to remind them to make a payment. You provide your name and phone number as the company contact person. Which is the best option for sending this message?

A) Send the message to all recipients by using the blind courtesy copy field.

B) Send the message to all recipients by using the CC field.

C) Send the message to individual recipients, one at a time, to maintain confidentiality.

D) Send the message to all recipients using the To field.

E) Send the message to all recipients and include the individual members of your boss and team in the CC field.

Answer: A Explanation: Email addresses entered into the blind courtesy copy (BCC) field will be hidden from all recipients, allowing a copy to be sent to additional recipients without the named recipients knowing it.

Diff: 2 Type: MC Objective: LO 7.2 43) Which of the following is an example of a routine business message providing instructions?

A) notifying customers of a price increase B) explaining how to complete a requisition form C) confirming a project deadline with a client D) informing a coworker that you have the data they requested E) requesting assistance on a project from a colleague Answer: B Explanation: Routine business messages may include procedure information or brief instructions about how to do things. Good instructions allow the audience to understand the task and complete it accurately.

Diff: 1 Type: MC Objective: LO 7.2 44) To make it easy for the audience to follow the instructions, ________.

A) jump right into the directions at the start of your message B) if the sequence or order of steps is important, use bullets instead of numbers C) include only one action per step of instructions D) if an instruction is conditional, identify the condition after the action verb E) if a step requires explanation, place the explanation before the action Answer: C Explanation: Effective instructions begin with a brief overview. Instructions are divided into numbered or bulleted steps, with only one action per step. If the order of steps is not important, bullets are acceptable. Begin each step with an action verb, using parallel phrasing. If an instruction is conditional, begin the step by identifying the condition. If a step requires explanation, place the explanation after the action.

Diff: 3 Type: MC Objective: LO 7.2

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45) A brief overview at the start of your instructional message ________.

A) will divert readers' focus from the directions that are the point of the message B) is unnecessary in most cases and will confuse readers C) will help your audience understand when and why they need to use the instructions D) will waste readers' time and distract from the instructional aspect of the message E) will give readers all the information they need and allow them to skip to the end of the message Answer: C Explanation: Good instructions allow the audience to understand the task and complete it accurately. Including a brief overview at the start of your message will help your audience understand when and why they need to use the instructions.

Diff: 2 Type: MC Objective: LO 7.2 46) How can you save time when creating similar business letters (or any business message) that needs to be consistent and error-free?

A) Key the sentences slowly so you can catch any errors you may key into the message.

B) Use an archive of message templates.

C) Ask a friend to write your messages.

D) Use a grammar and spell checker when composing messages.

E) Focus only on one thing at a time, creating and sending the message.

Answer: B Explanation: An archive is an organized collection of documents and materials that can be referenced or accessed when needed. Templates are predesigned examples of how documents can be organized, structured, or formatted. Many business professionals find it useful to create an archive of message templates to refer to when creating similar messages in order to save time and produce consistent and error-free communications.

Diff: 1 Type: MC Objective: LO 7.2 47) Which of the following best expresses the role of goodwill in business?

A) Goodwill is a luxury that communicators can't afford, given the more important priorities they must achieve.

B) Goodwill is merely etiquette, adding embellishments to messages to make them sound more polite.

C) Goodwill is a nice indulgence that allows you to be gracious to people when you have extra time and energy.

D) Goodwill is key to building and strengthening the relationships that are vital to an organization's success.

E) Goodwill is the icing on the cake that allows people to feel good about the hard work they do.

Answer: D Explanation: Business depends on good relationships, so goodwill, the attitude of friendliness and caring that is central to creating and maintaining good relationships, is extremely important.

Diff: 3 Type: MC Objective: LO 7.3

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48) Which of the following is NOT an example of a goodwill messages?

A) a note thanking a coworker for their assistance on a project B) an email telling a colleague about a book you think they would find interesting C) a card expressing your condolences for an employee whose family member died D) a phone call congratulating a coworker on their promotion E) a letter telling a customer that their claim has been granted Answer: E Explanation: Goodwill messages are those designed primarily to communicate goodwill and keep the channels of communication open. These include thank-you messages, congratulations, expressions of sympathy, and for-your-information messages.

Diff: 2 Type: MC Objective: LO 7.3 49) Which of the following is NOT true of thank-you messages?

A) express appreciation B) make your audience feel good about something they have done for you C) offer you the opportunity to display your professionalism D) should always be handwritten E) may be conveyed over the phone Answer: D Explanation: Thank-you messages range from formal letters to informal emails, handwritten notes, or telephone calls.

Diff: 2 Type: MC Objective: LO 7.3 50) In today's digital age, handwritten notes expressing thanks ________.

A) are inappropriate B) signal a resistance to new forms of technology and social media C) convey a more meaningful expression of gratitude D) mean less to the recipient than a post on Facebook E) are more common than ever Answer: C Explanation: Your audience may perceive a handwritten note to be an even more meaningful expression of gratitude since handwritten notes are so rare in today's digital age.

Diff: 2 Type: MC Objective: LO 7.3

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51) The main challenge in writing a good thank-you note is ________.

A) including specific details about the act for which you are expressing gratitude B) writing legibly so that your reader can understand the content of your message C) coming up with a message generic enough that it could be used for anyone by just changing names D) making an apology sound sincere when you are just going through the motions E) keeping the details to a minimum so that your message isn't too lengthy Answer: A Explanation: The main challenge in writing a good thank-you note is to include specific content that relates to the act for which you are thanking someone.

Diff: 3 Type: MC Objective: LO 7.3 52) ________ build goodwill by recognizing someone else's achievements or important events.

A) Thank-you messages B) Congratulatory messages C) Condolences D) "For-your-information" messages E) Informational messages Answer: B Explanation: A congratulatory message is sent to recognize someone's achievements or important events. These events could be professional or personal.

Diff: 1 Type: MC Objective: LO 7.3 53) Sending an email to congratulate a business acquaintance on the birth of their baby ________.

A) is improper unless you have a close personal relationship B) is tactless and a letter should be mailed instead C) is inappropriate since it is in reference to an event in their personal life D) is best done with direct organization E) is most effective when it begins with supporting details and builds up to the congratulations Answer: D Explanation: As with all routine messages, organize congratulatory notes directly by identifying the purpose for writing in the first sentence.

Diff: 2 Type: MC Objective: LO 7.3

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54) Sympathy messages ________.

A) must only be sent to people with whom you have a close relationship B) should never be sent in greeting cards C) should not be sent until an appropriate amount of time has passed after you hear about the situation D) are more meaningful when handwritten E) will not be appreciated by business acquaintances Answer: D Explanation: Even when you do not have a close personal relationship with coworkers or business acquaintances, they will appreciate your expressions of sympathy when they have experienced a loss. Just like thank-you notes, sympathy messages are more meaningful when handwritten and sent shortly after you hear about the situation.

Diff: 2 Type: MC Objective: LO 7.3 55) When you arrive at work on Monday, you hear that a coworker's father died over the weekend. You are not good friends with this coworker, but are sorry for their loss. You never know what to say in situations like this, so you decide to go to the stationary store to buy a sympathy card. You should ________.

A) write a few lines on the card to express your compassion and understanding B) never use a premade card in a situation like this, as it is crass and tactless C) wait at least three days before sending the card, as sending it too soon is inconsiderate D) type the greeting and closing in the card, as this shows more compassion and concern than doing so by hand E) not send condolences since you don't have a close personal relationship with this coworker Answer: A Explanation: Although you can take advantage of get-well cards and sympathy notes to deliver your message, also include a few lines that show your compassion and understanding.

Diff: 2 Type: MC Objective: LO 7.3 56) Which of the following is a "for-your-information" message?

A) telling a colleague about a workshop you think they will be interested in B) informing a client about a price increase C) convincing your customer to extend your deadline D) announcing the launch of a new product on your website E) sending a tweet about the positive review of your product in a trade magazine Answer: A Explanation: For-your-information messages are sent to pass along information or communicate something you believe your audience will appreciate, like a restaurant recommendation or piece of news.

Diff: 2 Type: MC Objective: LO 7.3

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57) Which of the following is NOT true?

A) FYI messages make the recipient feel good at the expense of the writer.

B) FYI messages can be the start of a dialogue that leads to business benefits.

C) FYI messages give personal satisfaction to the writer.

D) FYI messages can play a part in networking.

E) FYI messages communicate something you believe your audience will appreciate.

Answer: A Explanation: FYI messages pass along information or communicate something you believe your audience will appreciate. Taking the opportunity to pass along this information leads to several benefits, which are listed in the other choices.

Diff: 2 Type: MC Objective: LO 7.3 58) In bad news situations, the direct approach may be appropriate ________.

A) when the message is meant for only one person B) when you want to save the message recipient time in reading your message C) when the bad news in not about the person you are sending the message to D) when the bad news will NOT be a big surprise E) when you do not have a lot of time to compose the message Answer: D Explanation: In bad news situations you can help your audience understand and accept the news by using the indirect organization, providing explanation before the main idea. An indirect organization allows you to prepare the audience and explain your position before delivering the bad news. The direct approach may be appropriate if the news will not come as a big surprise.

Diff: 1 Type: MC Objective: LO 7.4 59) Use a(n) ________ to lead up to and soften a bad news message.

A) buffer B) conclusion C) italics font D) smile E) direct approach Answer: A Explanation: A buffer is an introductory sentence or paragraph that leads up to and softens bad news messages when using the indirect approach.

Diff: 1 Type: MC Objective: LO 7.4

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60) A buffer statement that does NOT indicate the bad news may be coming later in the rest of the message, may ________.

A) put the recipient in a good mood B) help ease into the bad news C) encourage the recipient to listen with a positive attitude D) mislead or ultimately anger the recipient E) be a better way to start such a message Answer: D Explanation: Buffers may provide context for the message or provide positive information that builds goodwill. Regardless of whether you present the bad news directly or indirectly, you want to "soften the blow" of the bad news, even if it is expected by developing an effective buffer and using the passive voice.

Diff: 2 Type: MC Objective: LO 7.4 61) Many Western business cultures are comfortable with the explicit, direct communication of bad news. By contrast, in many non-Western cultures, the bad news ________.

A) is inferred B) is often delivered with no buffer C) is stated aggressively D) is stated with body language instead of words E) is often delivered by several individuals Answer: A Explanation: In Western business cultures bad news might be softened using a buffer or the passive voice, but at some point in the message the bad news will be clearly and explicitly articulated. In non-Western business cultures, people say "no" very differently. They may ignore the question, change the subject, respond with another question, or make a statement from which you will infer the negative news. The non-Western audience would understand that all these answers equally mean "no" and the speaker/writer is uncomfortable saying "no."

Diff: 1 Type: MC Objective: LO 7.4 62) Which of the following is NOT a likely result of poorly communicating bad news?

A) angering people B) losing customers C) ensuring that the news is accepted as final D) facing legal liabilities E) experiencing a decline in employee productivity Answer: C Explanation: If you communicate bad news ineffectively, you not only risk angering people but also can hurt your own business by potentially losing customers, clients, or employees. In complex situations, legal liabilities may also be an issue. Ineffective communication makes it less likely that the audience will accept or comply with the bad news, which could require additional time and energy to re-explain the message or deal with the audience's noncompliance.

Diff: 1 Type: MC Objective: LO 7.1 22 .

63) Why are bad news messages challenging to compose?

A) They must be lengthy and vague to avoid legal consequences.

B) They require you to achieve a number of goals that are incompatible at first glance.

C) They make it impossible to maintain your audience's goodwill.

D) They force you to offend your audience.

E) They demand that you begin with the bad news, thus standing a good chance of alienating your audience from the start.

Answer: B Explanation: To communicate bad news well, you must balance four goals: state news clearly and sensitively, convince the audience to accept the bad news, maintain goodwill, and avoid legal complications. At first glance these goals seem incompatible, but the ACE process can help you make good decisions that will achieve them.

Diff: 2 Type: MC Objective: LO 7.4 64) A coworker asks for your help on a project but you are busy with other responsibilities and won't be able to assist them. Which of the following is the most accurate statement about this situation?

A) You should use the ACE process for delivering bad news to tell your coworker that you are unable to help.

B) Since they are a colleague and not your superior this is not an example of a bad news message.

C) It is an informal situation and does not require the news to be conveyed sensitively.

D) You should say nothing and hope that your coworker gets the message that you are too busy to help.

E) You should tell your coworker that you'll try to help them, even though you know your schedule won't permit it, to let them down gently.

Answer: A Explanation: Any message that will disappoint, inconvenience, or anger your audience is a bad news message that is best handled by using the ACE process. Failing to clearly and sensitively tell your coworker that you are unable to assist them could result in repeated requests for help and hostility in the workplace.

Diff: 2 Type: MC Objective: LO 7.4

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65) Which of the following questions is NOT part of the analyzing stage of the ACE process for delivering bad news?

A) How will the audience react to this news?

B) What is the best medium for this message?

C) Should I include an apology?

D) Should I begin with the bad news or lead up to it?

E) What business result do I want to achieve?

Answer: D Explanation: Deciding whether to lead with the bad news or build up to it is part of the composing stage of the ACE process. All of the other questions are part of the analyzing stage, when you ask yourself about the goal of your message, the audience, content, organization, and medium.

Diff: 1 Type: MC Objective: LO 7.4 66) When using ACE for bad news messages, which of the following should be considered during the composing stage of the process?

A) Can I do anything else to project a positive image and maintain goodwill?

B) How can I close the message appropriately?

C) What is the best medium for this message?

D) Have I avoided legal complications?

E) Does the message project a good image of me?

Answer: B Explanation: Determining how to best close the message is a consideration during the composing stage of the ACE process. The other questions are part of either analyzing or evaluating stages.

Diff: 2 Type: MC Objective: LO 7.4 67) Angelina has to reject an employee's request for time off and is trying to determine the best medium to deliver this message. Angelina is also thinking about what the employee's reaction will be, and if there is anything that can be said to soften the bad news. Angelina is engaged in which stage of the ACE process for delivering bad news messages?

A) analyzing B) addressing C) composing D) critiquing E) evaluating Answer: A Explanation: Deciding which medium is most appropriate to deliver your message, anticipating your audience's reaction, and thinking about what you might do to soften the bad news are all part of the first step of the ACE process: analyzing. The other two stages of the process are composing and evaluating.

Diff: 1 Type: MC Objective: LO 7.4

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68) Your audience's reaction to the bad news you must deliver ________.

A) will not greatly impact the content that you develop for your message B) will always be the same–angry and disappointed–so no additional analysis on this subject is necessary C) can be exactly predicted using the ACE process D) should be anticipated by thinking about the situation from their perspective E) will vary so much from case to case that it is not worth the effort to try to determine it Answer: D Explanation: Although you cannot exactly predict your audience's reaction, you can think about the situation from their perspective. This will allow to you anticipate their feelings and develop your content to best address their concerns.

Diff: 1 Type: MC Objective: LO 7.4 69) Due to a family emergency, you will be unable to fulfill your contract to cater an upcoming party for your client. The event is several weeks in the future but you know that client is not able to reschedule it. When you contact your client to share this news you should ________.

A) not include an apology, since this emergency was beyond your control B) expect them to understand, as everyone deals with family issues from time to time C) inform them that you will be happy to cater the event if they will reschedule it D) consider first communicating that you might have a problem fulfilling your contract, and then waiting a few days before actually cancelling to try and soften the blow E) tell the client that you will contact some other catering companies you work with to see if they can take over the job Answer: E Explanation: Anticipating the client's need to find a replacement caterer and helping with this task is the best way to address the situation and try to project a positive image and maintain goodwill and the relationship. The other responses are insensitive to the client's situation and in some cases would further inconvenience them.

Diff: 3 Type: MC Objective: LO 7.4 70) Of all the features in your message, the ________ has the most power to influence the audience to accept your bad news.

A) desired business result B) audience's anticipated reaction C) explanation of the reasons behind the bad news D) silver lining, or hidden benefit of the bad news, E) apology Answer: C Explanation: An effective bad news message should explain the reasons behind the bad news.

Anticipate your audience's questions and provide the best responses to them that you can.

Diff: 2 Type: MC Objective: LO 7.4

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71) Your bid to set up the computer system at Evergreen, a small local business, was accepted.

Today you found out that the software that Evergreen's system requires just had a price increase, so your bid will need to increase to reflect this change. Which of the following statements should you include in your message to communicate the price increase to Evergreen to ensure that your audience will accept the bad news?

A) a justification that the increase is due to an unexpected jump in the price of the software B) a statement that the increase is unavoidable and due to circumstances beyond your control C) a profuse apology that you must increase your price D) an acknowledgement that the customer will be disappointed by this news E) a comment that the price increase will result in hidden benefits Answer: A Explanation: An effective bad news message must convey the reasons behind the bad news.

This explanation has the most power to influence the audience to accept your bad news. The other choices don't answer the "why" behind the price increase.

Diff: 2 Type: MC Objective: LO 7.4 72) Sharing bad news via a text message ________.

A) is not appropriate under any circumstances B) gives the impression that you put a lot of thought and care into your message C) is an acceptable way to share significant bad news quickly D) may be seen as evasive or impersonal E) does not allow for immediate discussion of the news Answer: D Explanation: While text messaging is an acceptable way to share insignificant bad news quickly, it may be seen as impersonal, evasive, or too informal. It does allow for immediate discussion of the bad news.

Diff: 2 Type: MC Objective: LO 7.4 73) If you want to encourage immediate discussion of your bad news message, which of the following would NOT be an appropriate choice for delivering your message?

A) a one-to-one meeting B) a group meeting C) the telephone D) IM E) a letter Answer: E Explanation: Letters do not allow for immediate discussion of the news they contain; they must be posted, received, and read, all of which take time. The other choices transmit news in real time and allow for immediate discussion.

Diff: 2 Type: MC Objective: LO 7.4

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74) Your boss, Jan, is running out the door and quickly delegates an assignment to you. Jan needs you to communicate some bad news to a number of people at different geographic locations. Though Jan wants the message spread instantaneously, the audience needs to be given time to carefully consider a response. It's also a priority to Jan that the message doesn't come across as impersonal or evasive. After Jan has left you realize that the boss didn't specify which medium you should use for the message. Taking your boss's considerations into account, you determine that ________ would be an appropriate medium.

A) a newsletter B) an email C) a letter D) a blog post E) a text message Answer: B Explanation: The only medium that accomplishes all three goals laid out by your boss is email.

It is instantaneous, does not seem impersonal or evasive, and prevents immediate discussion of the news. The other choices meet some but not all of these criteria.

Diff: 2 Type: MC Objective: LO 7.4 75) You need to let a valued customer know that the product they special-ordered won't be ready by tomorrow, as originally promised. In addition to relaying this news, you want to inform them of their options: to keep the original order open to be received at a later date, or to cancel it and receive a substitute item immediately. You consider calling the customer but then wonder whether email might not be preferable. Which of the following is NOT a potential downside to using the telephone?

A) The customer might feel put on the spot to decide between the two options during the phone call.

B) The customer might be unprepared to discuss their order when you call.

C) You won't want to leave the bad news as a message if the customer is not at home.

D) You will be able to hear the customer's tone of voice and adapt your message accordingly.

E) You are unable to gauge your customer's reaction by making personal contact.

Answer: D Explanation: Hearing the customer's reaction is a benefit of making personal contact through a telephone call. You can gauge whether or not they are upset and adapt your message as you go along.

Diff: 2 Type: MC Objective: LO 7.4

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76) Stacey runs a small technology company. Stacey has tried everything to keep all employees, but the business is losing money and there is no alternative but to let several employees go.

These workers are professional, loyal, and highly effective, but Stacey can no longer bear the expense of their salaries and benefits. Stacey feels terrible about letting these employees go, and even somewhat guilty for not being able to improve the bottom line enough to save their jobs. As the business is a technology company, much of the communication is done via email, text messaging, etc. While thinking about how to deliver the bad news, Stacey considers letting the employees know via a text message. Which of the following statements is most accurate?

A) While Stacey may justify using a text to fire the employees since, as a technology company, the staff is comfortable with that medium, it would be more appropriate to deliver the news in person.

B) Stacey should not use a text message to deliver the message since delivering the message in such a medium will make it more likely that Stacey will sugarcoat the bad news.

C) While the employees might find this method impersonal, there are no other repercussions that Stacey might face as a result of using a text message to fire the employees.

D) It would be appropriate since it allows Stacey to quickly deliver the news while also avoiding a potentially uncomfortable situation.

E) The employees would probably prefer to receive the news via a text message.

Answer: A Explanation: Firing via a text message or email is impersonal and rude and a face-to-face approach is preferred. In one case, several hundred workers were fired by email, which resulted in infuriated workers who retaliated against the company in the media. Losing a job is difficult regardless of the medium in which the news is communicated, but compounding that with a lack of sensitivity and respect can only make a bad situation worse.

Diff: 3 Type: MC Objective: LO 7.4 77) Trevon has considered the situation and has already decided what information to include in the bad news email being drafted. However, Trevon is now stuck trying to decide whether to jump right in with the bad news or build up to it gradually. Trevon is engaged in which stage of the ACE process?

A) analyzing B) assessing C) composing D) contending E) evaluating Answer: C Explanation: Deciding whether to lead with the bad news or build up to it gradually is part of the composing stage of the ACE process. This stage also includes deciding how to phrase the bad news, how to soften the message's impact, and how to appropriately close the message.

Diff: 2 Type: MC Objective: LO 7.4

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78) A large company has been experiencing a steady decline in business over the past year and its employees have been informed that there is a freeze on salary increases for at least the next six months. There has also been talk of layoffs, although the company has vowed to do whatever it can to avoid this. As the year draws to a close Kat, an executive in the home office, needs to inform the regional managers that there is no budget for year-end bonuses. Kat schedules a conference call with them to discuss year-end issues. Kat considers how to deliver this bad news and decides that ________.

A) the indirect approach is vastly preferable in this situation B) the direct approach may be a good idea C) the indirect approach is the only option D) while the direct approach is appropriate for some bad news messages, this is not one of them E) both the direct and indirect approach are appropriate for any bad news message Answer: B Explanation: Even in bad news situations, the direct approach may be a good idea, especially if your audience is expecting to hear from you and the news will not come as a big surprise. Since there is already a freeze on salary increases, employees are clearly aware of the financial difficulties the company is facing, so this news should not come as a big surprise. Therefore, the direct approach may be a good idea.

Diff: 3 Type: MC Objective: LO 7.4 79) In which of the following situations is the direct organizational method NOT the preferred way to deliver a bad news message?

A) The news is unlikely to upset or anger the audience.

B) The news is relevant to health and safety.

C) The news is easy to explain and understand.

D) It is important that the audience see the news immediately.

E) The news is unexpected.

Answer: E Explanation: When the news is unexpected and the audience will be surprised, the indirect organizational method should be used to deliver the news.

Diff: 2 Type: MC Objective: LO 7.4

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80) Galaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as nut-free may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted and the PR department decides to use the indirect approach. This approach ________.

A) is a good idea under the circumstances, as it will soften the impact of the bad news B) is a strategic and forward-thinking move to preserve the positive image of the company C) is inappropriate, as it runs the risk of obscuring bad news that could endanger people's health D) is not the best decision as it will immediately alert the audience to the seriousness of the bad news E) will ensure that while the audience may be surprised by the bad news, it will not be upset Answer: C Explanation: When presenting news that poses a risk to health and safety, the direct method should be used. If the indirect method is used, the audience might wrongly interpret it to be a routine message and stop reading.

Diff: 2 Type: MC Objective: LO 7.4 81) Why is it inappropriate to use the indirect approach in a public safety message?

A) It is unethical to try and soften the bad news at the possible expense of people's safety.

B) It is most important to maintain the company's positive image and retain the customer's goodwill.

C) The buffer will not be sufficient to soften the blow of the bad news.

D) This approach puts the audience's welfare ahead of the company's best interests.

E) It fails to adequately prepare the audience for the bad news that will follow.

Answer: A Explanation: Although the audience will be surprised and potentially upset with the bad news, their health is too important not to grab their attention. Trying to obscure the bad news may prevent the audience from reading the entire message or from clearly comprehending its importance.

Diff: 3 Type: MC Objective: LO 7.4

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82) You need to write a letter to a customer denying a claim, as the customer is responsible for the problem that they are asking you to fix. In this situation, ________.

A) the direct approach is best to buffer the bad news B) the direct approach is preferred so that you get right to the point without introductory pleasantries C) the indirect approach alleviates the need to phrase the bad news tactfully D) the indirect approach can put the bad news in context so it can be understood by the reader E) you should always take responsibility for the claim even if you are not to blame in order to maintain the reader's goodwill Answer: D Explanation: Such a message is likely to surprise and upset the reader, so it is important to give them the introductory information necessary to understand why you are not responsible.

Diff: 3 Type: MC Objective: LO 7.4 A customer writes seeking repairs to a laptop manufactured by your company. From the customer's letter, it is clear that the modifications made to the computer by the customer void the warranty and leave the customer responsible for the repair costs.

83) Phrasing this bad news clearly ________.

A) is the best way to ensure that your message will be understood by the customer B) runs the risk of confusing the customer C) makes it more likely that the customer will misunderstand your message D) is not recommended as it is more likely to anger the customer E) is advised only when the bad news is not surprising or likely to upset the customer Answer: A Explanation: Phrasing the bad news clearly is critical to ensuring that the audience understands the bad news. If you convey the bad news in vague terms or only imply the answer, the audience may misunderstand.

Diff: 2 Type: MC Objective: LO 7.4

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84) Which of the following phrases this bad news most clearly?

A) It is unfortunate that the damage is due to operator error; please see the enclosed list of repair shops.

B) Warranty information makes it clear which types of situations are covered by warranty and which are excluded; the following repair shops would be able to assist you.

C) The warranty for this product excludes the situation you describe; we advise that you contact one of the repair shops listed below if you wish to pursue these repairs yourself.

D) We wish that the terms of your warranty covered issues like the one you experienced; a repair can be easily arranged by contacting one of the following repair shops.

E) Some instances of damage are covered by the warranty, while others are the responsibility of the owner; if you really want the laptop repaired contact one of these repair shops.

Answer: C Explanation: This statement makes it clear that the warranty excludes the situation the customer experienced, while the other statements merely hint at this. It further makes it clear that the repair shops listed can provide the service if the customer wishes to arrange service themself.

Diff: 2 Type: MC Objective: LO 7.4 85) "Because the personalization information was approved when the order was finalized, a refund is not possible for this purchase." This statement eases the impact of bad news through which of the following techniques?

A) using the passive voice B) using the active voice C) putting the bad news in a subordinate clause D) putting the bad news in a main clause surrounded by two subordinate clauses E) implying the bad news in vague language Answer: A Explanation: In passive voice sentences, the subject does not perform the action of the verb, so blame is not placed on the audience.

Diff: 3 Type: MC Objective: LO 7.4 86) Which of the following statements does the best to soften the impact of the bad news?

A) Unfortunately, your warranty does not cover the kind of damages that you caused.

B) Because the damage was due to your negligence, the repair cost is your responsibility.

C) These repairs cannot be performed free of charge.

D) Your warranty extends only to manufacturing defects, not accidental breakage.

E) We must reject your claim as the damage in this case was your fault.

Answer: D Explanation: Using positive or neutral language can soften the impact of your bad news message. This choice is the best because it does not blame the audience and refrains from accusatory language. It also avoids excessive negatives.

Diff: 2 Type: MC Objective: LO 7.4

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87) A positive closing to a bad news message ________.

A) refers to the negative news B) apologizes for the bad news C) is forward-looking D) downplays a silver lining E) reiterates the circumstances of the problem Answer: C Explanation: The conclusion to a bad news message provides an additional opportunity to stress the positive, instill confidence, and promote goodwill. A positive closing does not refer to the negative news or apologize for the bad news. It is forward-looking and optimistic.

Diff: 1 Type: MC Objective: LO 7.4 88) Your audience will be less open to accepting the bad news if you ________.

A) treat them politely B) express understanding of their concerns C) show respect for them D) use the word "you" a lot E) employ neutral language Answer: D Explanation: Excessive use of the word "you" in a bad news message may be perceived as accusatory or blaming. If the audience feels blamed rather than respected it is less likely to be open to your message.

Diff: 3 Type: MC Objective: LO 7.4 89) You had to let a client know that their portfolio experienced financial losses. Which of the following would be the best choice to use in the closing of your message?

A) Again, we are sorry that we were not able to do better with your investments this year.

B) Unfortunately, many investors experienced losses in this tough economic climate.

C) To increase your investment return going forward, we suggest that you adjust your portfolio according to our recommendations.

D) We hope that you can overlook this past year's poor performance and trust that we will do better for your portfolio in the year to come.

E) We appreciate your understanding for the losses you incurred and look forward to doing business together in the future.

Answer: C Explanation: The conclusion provides an additional opportunity to stress the positive, instill confidence, and promote goodwill. A positive closing does not refer to the negative news or apologize for the bad news. It is forward-looking and optimistic and might propose a solution or alternative, as in this example.

Diff: 3 Type: MC Objective: LO 7.4

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90) Evaluating a bad news message ________.

A) is a good idea, but not vital B) involves only the typical evaluating questions that should be used to evaluate any type of message C) is less important than it is for other types of messages, as there is nothing you can do to alter the fact that your audience won't be receptive to bad news D) should include determining if the message communicates a sense of goodwill to the audience and whether it will achieve a good business result E) should only be done if there is time to spare, since bad news messages are often very time sensitive Answer: D Explanation: For sensitive communication like bad news messages, evaluation is particularly important because communication can have significant negative business results. In addition to the typical evaluating questions regarding clarity, honesty, and organization, you also need to consider a sense of goodwill and a good business result.

Diff: 2 Type: MC Objective: LO 7.4 You purchase baby blankets that you then customize by embroidering them with personal details, like name and birth date, that are requested by your customers. You have an order from a customer to personalize an animal print blanket, but just found out that your supplier is out of stock of this print. You decide to write an email to your customer to deliver this bad news.

91) You begin with a well-crafted buffer expressing appreciation for the customer's business and signaling that bad news may follow. Then your draft continues, "I've got bad news—I can't deliver the blanket you ordered." Which of the following statements is the best replacement for this sentence?

A) Your blanket is not available at this time.

B) Due to circumstances that are beyond my control, you will not be able to get the baby blanket you ordered.

C) I'm so sorry to say that I can't give you the blanket you ordered.

D) Due to an issue with my supplier, I am unable to obtain the animal print blanket that you requested for personalization.

E) The original statement is better than any of the above alternatives.

Answer: D Explanation: This statement clearly expresses that the problem is that the print requested is out of stock at this time. It offers an honest explanation with enough detail for the customer to understand the situation.

Diff: 2 Type: MC Objective: LO 7.4

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92) After expressing the bad news to your customer, you think that it is a good idea to offer them some alternatives to try to preserve their goodwill and achieve a positive business result. Which option would NOT be a good choice to include in your message?

A) I am sure that if you go on the Internet you can find another blanket that you like.

B) I can check with other suppliers to see if they can provide this print or a reasonable facsimile.

C) I can check with my supplier to see when they will get more of these blankets in stock.

D) I can provide you with a blanket in a similar motif or a similar colour scheme.

E) I can provide some additional choices of new prints that were just released.

Answer: A Explanation: The other choices all offer specific alternatives that you will seek out for the customer, showing an appreciation for their business and a desire to do what you can to remedy the situation. This choice puts the burden on the customer and is vague. Is the customer supposed to find a print that they will bring to your attention, or are you telling them to find someone else to create a personalized blanket for her? The other choices all do a better job of promoting goodwill and retaining the customer's business.

Diff: 3 Type: MC Objective: LO 7.4 93) You've expressed the bad news and advised your customer of the various alternatives to the print they originally ordered. Which of the following is the best option to include in your closing?

A) These things happen and I am confident that you will understand.

B) Please let me know which, if any, of the alternative options you would like to pursue.

C) Again, I am so very sorry that I cannot obtain the original print you requested.

D) So, remember, it was my supplier that caused this difficulty, not me.

E) Tell me ASAP which other print I should personalize for you.

Answer: B Explanation: This is the best choice. It focuses on moving forward from the problem without reiterating the bad news. It politely asks which option the customer is interested in, but allows for the possibility that they might not be interested in any of them. It doesn't dwell on the bad news or assign blame for the problem.

Diff: 2 Type: MC Objective: LO 7.4

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94) Like other bad news communications, delivering bad news to a vendor requires balancing ________.

A) anger with frustration B) a clear statement of the bad news with positive statements of goodwill C) a hint of the bad news with a clear statement of the consequences of not improving performance D) a clear statement of goodwill with a positive spin of the bad news E) your responsibility for the bad news with the audience's responsibility for the bad news Answer: B Explanation: All bad news communications should strive to balance a clear statement of the bad news with positive statements of goodwill.

Diff: 2 Type: MC Objective: LO 7.4 You run a computer repair and networking company and subcontract some of your business out to independent computer professionals.

95) You need to tell one of these subcontractors, Greg, that their performance lately has not been up to your expectations. Which of the following statements would be best to use in a message delivering this bad news?

A) You have failed to live up to our expectations.

B) During the last quarter your performance has failed to satisfy.

C) Recent results have not met the standards agreed upon at the outset of our relationship.

D) We are not at all pleased with the way you have done your job in recent months.

E) You have disappointed us and you need to improve your behaviour dramatically.

Answer: C Explanation: Although you might think that being sensitive to a vendor about bad news is not as important as being sensitive to a client, in most cases, you want to fix the problem and continue a positive business relationship. Using the word "you" can be seen as accusatory and blaming to your audience. Using "we," "our," and "us" can soften the impact of the bad news.

Diff: 2 Type: MC Objective: LO 7.4

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96) You have detected mistakes in the last two jobs performed by Asha, one of your subcontractors. When delivering this bad news message to Asha, ________.

A) be sure to sugarcoat it so that you do not damage your relationship with Asha B) don't worry about using tact in this message, as Asha is working for you in this relationship C) imply the bad news, so that you don't run the risk of insulting Asha D) assume some of the blame yourself so that Asha can save face E) use tact and sensitivity, as an unhappy subcontractor could complain about you to customers and damage your company's reputation Answer: E Explanation: Although you might think that being sensitive to a vendor about bad news is not as important as being sensitive to a client, in most cases, you want to fix the problem and continue a positive business relationship. Disgruntled vendors can easily damage your reputation by complaining about you to customers and competitors.

Diff: 2 Type: MC Objective: LO 7.4 97) Apologizing for mistakes in a bad news business message ________.

A) is never a good idea B) is standard procedure C) can only harm the company's bottom line D) is ethical, but not good business E) can have a positive effect Answer: E Explanation: Some think an apology is dangerous because it could imply legal liability, but research shows that a well-timed, strategically-worded apology can improve a company's image, facilitate forgiveness, and even decrease damages if the case goes to court.

Diff: 3 Type: MC Objective: LO 7.4 Your company was responsible for an error that was not harmful but inconvenienced customers and cost them time and money.

98) Under these circumstances, an apology ________.

A) is inappropriate as it shows weakness B) is unnecessary since no one was harmed C) may be ethical, but cannot be good business D) has plenty of downside but no potential upside E) can have a positive effect Answer: E Explanation: Some think an apology is dangerous because it could imply legal liability, but research shows that a well-timed, strategically-worded apology can improve a company's image, facilitate forgiveness, and even decrease damages if the case goes to court.

Diff: 2 Type: MC Objective: LO 7.4

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99) When you meet with your supervisor, Dave, to discuss whether an apology should be issued, Dave expresses concern. While it is clear to your supervisor that an apology could imply legal liability, Dave is not sure that there are compelling positive outcomes. In describing to your supervisor the possible effects of apologizing, you would likely mention all of the following EXCEPT A) improving the company's public image.

B) facilitating forgiveness.

C) decreasing damages if the case should go to court.

D) absolving the company from having to correct the problem.

E) being perceived as ethically correct.

Answer: D Explanation: Taking a "you perspective" in the face of a mistake is not only ethical, it can be good business. Research shows that a well-timed, strategically-worded apology can improve a company's image, facilitate forgiveness, and even decrease damages if the case goes to court.

Essential to a successful apology, however, is showing how the problem will not occur again.

Diff: 2 Type: MC Objective: LO 7.4 100) Persuading your boss to implement a new flex-time schedule in your office is an example of a routine business message.

Answer: FALSE Explanation: Routine messages do not require you to persuade your audience to accept your point.

Diff: 1 Type: TF Objective: LO 7.1 101) All request messages should use the direct organizational approach.

Answer: FALSE Explanation: Direct organization is the better choice for most requests, but in some cases the indirect approach is preferred. If a question is likely to confuse your audience, a brief introduction can provide useful context.

Diff: 2 Type: TF Objective: LO 7.1 102) Wherever within a message you place your request, phrase it so that your audience knows exactly what you are asking.

Answer: TRUE Explanation: In all cases, avoid simply implying your request, which requires your audience to figure out exactly what you want.

Diff: 1 Type: TF Objective: LO 7.1

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103) A goodwill message allows you to establish and maintain a positive relationship with your audience.

Answer: TRUE Explanation: A goodwill message is any message that gives you the opportunity to establish and maintain a positive relationship with your audience.

Diff: 1 Type: TF Objective: LO 7.1 104) When writing routine requests, you should not adopt a "you" perspective.

Answer: FALSE Explanation: Like other communications, routine requests will get the best reception from your audience if you compose the message from the audience's perspective.

Diff: 1 Type: TF Objective: LO 7.1 105) An example of focusing on receiver benefits would be, "I need those sales figures from you

by Friday so I can finish up and leave the office by 5 p.m. I am going away this weekend and leaving Friday night. Thanks."

Answer: FALSE Explanation: Messages written from the receiver's perspective have a different focus than the "I" perspective. Instead of addressing why the writer ("I") needs to get the sales figures, it focuses on how the receiver will benefit from sending the figures. This example focuses on the writer's benefits.

Diff: 1 Type: TF Objective: LO 7.1 106) Creating a "receiver's perspective," can be challenging because it requires you to consider other people's viewpoints.

Answer: TRUE Explanation: Although you can never be certain what someone else will perceive as a benefit, brainstorming ideas can help you in creating a "receiver's perspective."

Diff: 1 Type: TF Objective: LO 7.1 107) All routine messages involve requests or questions.

Answer: FALSE Explanation: You will sometimes be writing to convey information, for example replying to requests, responding to claims, confirming information, etc.

Diff: 1 Type: TF Objective: LO 7.1

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108) Messages that convey information can be considered routine if the information will not surprise, disappoint, or anger the audience.

Answer: TRUE Explanation: Informational messages are considered routine if the information will not surprise, disappoint, or anger the audience.

Diff: 1 Type: TF Objective: LO 7.1 109) Failing to create goodwill in the world of social media can quickly result in badwill.

Answer: TRUE Explanation: Badwill can result in a company losing clients, market share, and revenues.

Failing to build goodwill when responding to customers can result in negative social media comments.

Diff: 1 Type: TF Objective: LO 7.2 110) Placing bulleted items side-by-side on the page is an example of parallel phrasing.

Answer: FALSE Explanation: Using the same grammatical form for each item in a list is parallel phrasing.

Diff: 1 Type: TF Objective: LO 7.2 111) The ACE process can help you think through your "bad news" situation and compose a message that achieves the best possible outcome.

Answer: TRUE Explanation: Experienced communicators know that communicating bad news well can create opportunities to promote goodwill and strengthen relationships.

Diff: 1 Type: TF Objective: LO 7.4 112) Although you need to state bad news clearly, you can ease its impact by using a subtle technique called the passive voice.

Answer: TRUE Explanation: The term "voice" refers to the relationship between the subject and verb in a sentence. In passive voice sentences, the subject does not perform the action of the verb.

Diff: 2 Type: TF Objective: LO 7.4 113) Most answers to questions benefit from a direct organization.

Answer: TRUE Explanation: Most receivers are inundated with too much information and have too little time to read through several minutes of introductory details to learn the main idea. Stating the purpose and main idea of the message before the supporting details is direct organization and may save the receiver time.

Diff: 1 Type: TF Objective: LO 7.4 40 .

114) If a company decides to satisfy a customer claim for a refund, exchange, or repair, it is irrelevant whether the response is well written.

Answer: FALSE Explanation: In this situation, a well-written response can actually strengthen the company's relationship with the customer.

Diff: 1 Type: TF Objective: LO 7.2 115) Using the blind carbon copy feature of email is always unethical.

Answer: FALSE Explanation: It can be unethical to secretly share an email without the "To" recipient knowing it. But if you are not intending to deceive the "To" recipient, and if the "To" recipient cannot be disadvantaged or hurt by sharing this information secretly, then it is ethical to do so.

Diff: 2 Type: TF Objective: LO 7.2 116) Sending a note congratulating a coworker who got a promotion is an example of a goodwill message.

Answer: TRUE Explanation: Goodwill messages are those designed primarily to communicate goodwill and keep the channels of communication open. These include thank-you messages, congratulations, expressions of sympathy, and for-your-information messages.

Diff: 1 Type: TF Objective: LO 7.3 117) Greg doesn't have a close personal relationship with Kendall, so it would have been inappropriate for Greg to send a sympathy message when Kendall's mother died.

Answer: FALSE Explanation: Even when you do not have a close personal relationship with coworkers or business acquaintances, they will appreciate your expressions of sympathy when they have experienced a loss.

Diff: 1 Type: TF Objective: LO 7.3 118) Communicating bad news ineffectively may not only anger people, but it may harm your business.

Answer: TRUE Explanation: Delivering bad news ineffectively may anger people, but it also runs the risk of losing customers, clients, or employees. In some situations, legal liabilities may also be an issue.

Diff: 1 Type: TF Objective: LO 7.4

41 .

119) Rejecting an employee's request for a raise is an example of a bad news message.

Answer: TRUE Explanation: Any message that may disappoint, inconvenience, or even anger your audience is a bad news message. Other examples include explaining an unexpected problem or turning down someone who applied for a job.

Diff: 1 Type: TF Objective: LO 7.4 120) After composing a bad news message, analyze the situation by asking yourself about the goal of your message, the audience, content, organization, and medium.

Answer: FALSE Explanation: It is important to analyze the situation before composing your message in order to effectively communicate the bad news.

Diff: 2 Type: TF Objective: LO 7.4 121) Analyzing is crucial to developing a message that supports your business goals and positively affects audience reaction.

Answer: TRUE Explanation: Among other things, the analyzing phase involves asking yourself what business result you want to achieve and anticipating your audience's reaction to the bad news. You must take these considerations into account to create an effective message.

Diff: 1 Type: TF Objective: LO 7.4 122) If you feel that a face-to-face meeting is the appropriate way to deliver your bad news message but it is too difficult to arrange logistically, a telephone call is a good alternative that still allows for personal contact.

Answer: TRUE Explanation: Face-to-face meetings may take time to set up or be difficult due to geographic diversity, but a phone call still allows you to make a personal contact and to hear your audience's tone of voice.

Diff: 1 Type: TF Objective: LO 7.4

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123) Alyssa dislikes using the direct organizational approach when making requests because Alyssa feels it is rude and inconsiderate to blurt the request out at the start of a message. Do you agree? Explain.

Answer: Despite Alyssa's feelings, the direct organizational approach is the better choice for most requests. At a first glance, the indirect approach may seem more polite because it is less assertive than the direct approach. However, the indirect approach requires the audience to read through all the details before learning why they are important. As a result, the audience may need to reread the message. So, while Alyssa's intentions are good, the approach is off the mark.

Messages that use direct organization will be easier and less time-consuming for the audience to read. Considering that most people deal with dozens of messages daily, organizing routine requests directly is actually the more considerate approach. Of course, certain circumstances do call for the indirect approach. For example, if a question is likely to confuse your audience a brief introduction can provide useful context.

Diff: 3 Type: ES Objective: LO 7.1 124) Consider the request below: Our department is short-staffed right now, as a number of employees were selected to participate in the current training program. This has coincided with a flood of paperwork that we must complete by the end of the week to fulfill the new compliance requirements. Without some divine intervention, our team won't be able to make this month's regularly scheduled meeting.

Evaluate this request and suggest how it could be improved.

Answer: The problem with this request is that it is ambiguous. It is unclear what exactly the writer wants from their audience. Permission to skip the meeting? A postponement of the meeting? Extra resources so the department can catch up on its workload? It is important that your audience know exactly what you are asking and will be able to answer easily. If your audience isn't sure what you want, you're making it very difficult for them to give it to you. To improve this message, the request needs to be explicit: "Please reschedule this month's meeting, as my department is too short staffed to make the regular time," or "Please excuse my department from attending this month's meeting," or "Please allocate some additional staff to our team during this period so that we can catch up and be able to attend the monthly meeting."

Diff: 3 Type: ES Objective: LO 7.1 125) You received a battery charger that doesn't work with your phone. Discuss how you should write to request an exchange—should you use the direct or indirect organization and how should you begin and end your message?

Answer: Since this is a routine claim request, little explanation is required. A request of this sort should use direct organization. Companies get many requests for exchanges and returns every day, and need to quickly see the point of your message. You should lead with a request for the exchange and then give the supporting details (e.g., whether the mistake was your fault or theirs). End with a call for action: in this case, to send you a charger that is compatible with your phone. If your situation is time sensitive, you might specify the timeframe you would like. End the message with an appreciative sign-off.

Diff: 3 Type: ES Objective: LO 7.1 43 .

126) Before you can roll out the new database system you have designed, you need employees in departments across the company to volunteer to test it. You are drafting an email that will be sent to all employees to persuade them to help with this testing. Discuss what you should include in this message.

Answer: This is a persuasive request, as your audience may be resistant to volunteering to help with testing. This means that audience benefits and the "you" perspective are even more important. Do not emphasize the benefits to yourself, but instead the benefits that participation would bring to your audience. Telling them that their help will result in a greatly improved system that functions more quickly and efficiently, thereby making their workday easier, is definitely a benefit. Other benefits could include any incentive that is offered to people who help with the testing, maybe snacks and refreshments provided for those who help, or a small token of appreciation like a gift card, or even some additional time off. These are all internal benefits, as they are directly received by your audience. Consider whether there are any external benefits, that is, advantages to someone or something else about whom your audience cares. Perhaps departments with high participation rates will receive some perks, or maybe a charitable donation will be made on behalf of each tester that volunteers. Your message should end with a call to action and an expression of gratitude. Employees must be given clear instructions on how to indicate an interest in volunteering, and the time by which a response is required. Employees should be thanked for their time in considering the request, with additional gratitude expressed toward those who actually decide to participate.

Diff: 3 Type: ES Objective: LO 7.1 127) Discuss what kinds of informational messages are NOT considered routine and why.

Answer: Routine messages are non-sensitive, straightforward communications. They answer questions, provide information, or confirm agreements. Informational messages that are considered routine are those replying to requests, responding to claims, confirming information, making announcements, or providing instructions. However, if the information will surprise, disappoint, or anger the audience, the message is not considered to be routine. Routine messages do require organization, clarity, and courtesy, but they do not require persuasion or preparing the audience for a shock, or to deal with bad news. These kinds of bad news messages generally require the indirect organizational approach, to build up to the bad news, while the majority of routine messages use the direct organizational approach. The question of an apology is also one that must be considered in these types of requests. Overall, they require a sensitivity that differentiates them from routine messages.

Diff: 3 Type: ES Objective: LO 7.3

44 .

128) Discuss the ethics of the blind carbon copy (BCC) feature in email.

Answer: Using the BCC feature basically allows you to share an email "secretly" with someone else. As you write emails, you can apply two tests to decide if you should use a BCC and if it is ethical. 1) Are you intending to deceive the "To" recipient about who is receiving the email? 2) Can the recipient be disadvantaged or hurt if the material in the email is shared with the BCC readers and the recipient doesn't know it? If you can answer "yes" to either of these questions, then do not use BCC. Diff: 3 Type: ES Objective: LO 7.2 129) Why is goodwill important in business?

Answer: Goodwill is a term used to describe the attitude of friendliness and caring that is central to creating, solidifying, and maintaining relationships. Business depends on good relationships, so goodwill is extremely important. Goodwill techniques (e.g., using a "you" perspective, highlighting audience benefits, etc.) make your audience more receptive to your message and also make them feel good about their business relationship with you. With a good relationship established, you will be able to work more easily and effectively with people. People are more likely to want to do business with you and to help you if they feel good about the relationship. If someone feels valued, appreciated, and taken care of, they are more likely to return the favour and show the same kind of behaviour toward you.

Diff: 3 Type: ES Objective: LO 7.1 130) What is the point of sending "for-your-information" messages if they are not related to business information?

Answer: The point of FYI messages is not the content they communicate, but the consideration that they demonstrate in taking the trouble to pass it along. While telling a colleague about a film you think they would enjoy doesn't lead to a direct business benefit, it can strengthen and solidify your relationship. This in turn will likely improve your ability to work together, and their desire to help and accommodate you in the future. They keep communication channels open, which is an important part of networking. And while they serve no direct business purpose, they make both parties feel good. You get personal satisfaction from writing the messages, and the audience will be pleased to hear from you. These messages do no harm and they may do a world of good.

Diff: 3 Type: ES Objective: LO 7.3

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131) You are about to send an email message to a new customer reminding the customer to sign and return a contract. Discuss three (3) things you should consider or avoid when trying to build goodwill and a strong relationship with this new customer.

Answer: 1) Consider whether to use the direct or indirect approach for this request. Question whether or not this will come as a surprise to the customer or will anger the customer, and use the indirect approach if you feel it will; 2) Consider a formal or informal approach and when in doubt use a more formal approach. Avoid overfamiliarity. Do not be too informal as the customer is new and you have not yet built a strong relationship or understanding of each other's preferred communication styles; 3) Avoid gender and status assumptions. Use gender neutral terms until you have clarified how the customer would like to be addressed; 4) Do not use accusatory language. Avoid using "you" in negative statements. Using "you" when issuing orders, making corrections, or giving direction can be interpreted as being accusatory or arrogant. Instead rewrite to express your thoughts in an impersonal manner; 5) Do not use the "I" perspective, addressing why you need the contract back, but rather state the benefits for the customer (message receiver) of returning the contract.

Diff: 3 Type: ES Objective: LO 7.1, 7.3 132) Discuss how the ACE process helps you deliver bad news effectively.

Answer: The ACE process helps you think through your "bad news" situation and compose a message that achieves the best possible outcome. Despite the many challenges of writing bad news messages, you can achieve a positive outcome by practicing and applying the ACE process.

1) Before composing a bad news message, analyze the situation: Ask questions that help you develop content and select the best medium to achieve your goal. What is the bad news? Is there any good news? What business result do you want to achieve. How will the audience react to this news? What justification and explanation should you include? Is there anything you can say to soften the bad news? Should you include an apology? Can you do anything else to project a positive image and maintain goodwill? 2) Now you are ready to compose the "bad news" message. Should you use the direct or indirect approach? Will the receiver be upset or surprised by the news? For indirect, what buffer will you use? Use positive and neutral language, do not use an accusing tone. Clearly phrase the bad news. Close the message positively. 3) Evaluation is important to ensure that your message is effective. Evaluate the message before sending it, check for clarity, honesty, and sense of goodwill. Is the bad news stated clearly yet sensitively? Check that you have not made assumptions about culture, gender, or status. Review the message from the audience's point of view and think carefully about the business result. Have you avoided legal complications?

Diff: 3 Type: ES Objective: LO 7.4

46 .

133) Business is bad and you need to cut costs by reducing your employees' hours or eliminating several positions. You plan a meeting with your employees to discuss this situation. You consider using the following buffer to begin your remarks. Discuss whether or not using a buffer is a good idea, and how this particular example will meet your objectives.

"I am grateful that you have all worked hard this past year to keep costs down and try to increase sales, and we are thrilled to announce that our customer satisfaction rating is at an all-time high."

Answer: A buffer is an introductory statement that leads up to bad news and softens its impact.

It may provide context for the message or provide positive information that builds goodwill.

However, a buffer must signal that bad news may be coming later in the message. A buffer statement that does not provide this signal may mislead–and ultimately anger–the audience. This buffer thanks the employees for their efforts and compliments them on their high customer satisfaction rating. However, it gives no indication that bad news will follow. This statement is actually so positive and complimentary that it gives the impression that good news will follow, rather than a discussion of whether hours should be cut or jobs eliminated. Setting up an audience for good news only to deliver bad news would lead to anger and confusion. The buffer could be corrected by adding words to the effect that despite the dedication of employees, sales are still down.

Diff: 3 Type: ES Objective: LO 7.4

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Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 8 Communicating Persuasive Messages 1) You are drafting a letter to high school tennis coaches looking for potential players for a tennis tournament you are holding in a few months. In this letter, citing which benefit would likely have the LEAST impact on convincing the coaches to help you recruit players?

A) This event will generate great publicity and goodwill for sponsors.

B) The tournament will put a spotlight on your high school's tennis players.

C) The event will generate interest in tennis and attract young players to the game.

D) The event could attract more funding for high school tennis programs.

E) The event will raise a lot of money to renovate the community tennis courts.

Answer: A Explanation: A persuasive communication emphasizes the benefits you are offering to your audience. A high school tennis coach would probably be very interested in helping their school's program and players, and, to a lesser degree, in helping the sport in general. Publicity for the sponsors would likely be of least interest to a high school coach.

Diff: 3 Type: MC Objective: LO 8.1 2) You are holding a tennis tournament in a few months. You're drafting a letter to send to the parents of interested high school tennis players to obtain permission for their children to participate in the tournament. In the context of this letter, which of the following statements would be an example of the persuasive technique of responding to an anticipated objection?

A) This tournament will be a great opportunity for your child to meet students from neighbouring schools.

B) Your child will know the satisfaction of having made a difference in our community.

C) When renovated, the community tennis courts will provide a wonderful resource for families in the area.

D) The tournament will be scheduled in conjunction with all the participating high schools so that it will not interfere with classes or school events.

E) Local businesses will put together gift bags for the students in appreciation of their participation.

Answer: D Explanation: All of the other statements look at the topic from the parents' point of view, citing the benefits their child will receive by participating in the tournament. This statement is a response to the unstated objection that the tournament might interfere with the child's schoolwork.

Diff: 3 Type: MC Objective: LO 8.1

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3) Which of the following would likely require persuasion?

A) exchanging a sweater for one in a smaller size B) getting an extension on a deadline C) congratulating a coworker on their promotion D) giving a colleague the link to a website you think he'll find useful E) thanking a business associate for their help on a project Answer: B Explanation: Persuasion is the process of influencing your audience to agree with your point of view, recommendation, or request. Getting someone to extend a deadline will likely require persuasion. The other choices are routine and goodwill messages.

Diff: 1 Type: MC Objective: LO 8.1 4) Being persuasive ________.

A) is rarely required in your daily life B) involves understanding why your audience may resist your ideas C) means tricking your audience into doing what you want D) is unethical and in some situations may even be illegal E) means being influenced by others to agree with their point of view or request Answer: B Explanation: Being persuasive requires that you analyze your audience to understand why they may resist your ideas. It also requires understanding persuasive techniques that will help you overcome resistance.

Diff: 2 Type: MC Objective: LO 8.1 5) In the ACE communication process, ________ involves thinking strategically about your purpose, desired outcome, business needs, audience and stakeholder needs, content needs, and medium choices.

A) analyzing B) adjusting C) composing D) creating E) editing Answer: A Explanation: In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE communication process.

Diff: 1 Type: MC Objective: LO 8.1

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6) In persuasive situations, you will increase your chances of getting a positive response by ________ the analyzing phase of the ACE communication process.

A) omitting B) reversing the order of C) spending more time on D) devoting less time to E) substituting spontaneity for Answer: C Explanation: In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE communication process.

Diff: 2 Type: MC Objective: LO 8.1 You have lunch with a friend and they tell you that their office recently implemented flex-time hours. It has been a positive change at your friend's workplace and you think it would be great to have at your office too. You decide to approach your boss about this possibility.

7) Which of the following statements would be best to include in an email to your boss suggesting the idea?

A) I think a flex-time schedule would be good.

B) Flex time would give me more free time.

C) I bet everyone would love having a more flexible schedule instead of the forced 9-5 day.

D) In other offices, the flex-time schedule has increased productivity and decreased turnover.

E) It would make people happy to get to leave work early.

Answer: D Explanation: This choice shows how your audience will benefit from your proposed idea. The other choices emphasize the benefits to the writer and coworkers.

Diff: 2 Type: MC Objective: LO 8.1 8) In the analyzing phase of creating this message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of this message?

A) to suggest the possibility of implementing a flex-time schedule in your office B) to describe to your boss how your life would change with a flex-time schedule C) to tell your boss how much your friend likes having a flex-time schedule D) to improve employee productivity and job satisfaction by better enabling employees to balance their work and personal lives E) to have your boss agree to implement a more flexible working schedule for employees Answer: A Explanation: This choice best articulates the purpose of your message, that is, why you are communicating. The outcome of your message is how you would like your audience to respond (in this case, agreeing to implement the new schedule). The business result is what will happen if your audience agrees to your request (in this case, higher employee productivity and satisfaction).

Diff: 3 Type: MC Objective: LO 8.1 3 .

9) In the analyzing phase of creating this message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the desired outcome of this message?

A) to suggest the possibility of implementing a flex-time schedule in your office B) to describe to your boss how your life would change with a flex-time schedule C) to tell your boss how much your friend likes having a flex-time schedule D) to improve employee productivity and job satisfaction by better enabling employees to balance their work and personal lives E) to have your boss agree to implement a more flexible working schedule for employees Answer: E Explanation: This choice best articulates the desired outcome of your message, that is, how you would like your audience to respond. The purpose of your message is why you are communicating (in this case, to suggest the flexible schedule). What will happen if your audience agrees to your request (in this case, higher employee productivity and satisfaction) is the business result.

Diff: 3 Type: MC Objective: LO 8.1 10) In the analyzing phase of creating this message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the business result of this message?

A) to suggest the possibility of implementing a flex-time schedule in your office B) to describe to your boss how your life would change with a flex-time schedule C) to tell your boss how much your friend likes having a flex-time schedule D) to improve employee productivity and job satisfaction by better enabling employees to balance their work and personal lives E) to have your boss agree to implement a more flexible working schedule for employees Answer: D Explanation: This choice best articulates the business result of your message, that is, how it will impact your company if your audience agrees to your request. The purpose of your message is why you are communicating (in this case, to suggest the flexible schedule). The outcome of your message is how you would like your audience to respond (in this case, agreeing to implement the new schedule).

Diff: 3 Type: MC Objective: LO 8.1

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11) During the first stage of ACE you analyze the way you would like your audience to respond to your message, which is also known as the ________.

A) purpose B) audience needs C) desired outcome D) business result E) potential resistance Answer: C Explanation: The outcome you would like to achieve as a result of your message is known as the desired outcome.

Diff: 2 Type: MC Objective: LO 8.1 12) ________ involves imagining yourself in your audience's position and interpreting your message from their perspective.

A) Primary audience B) Audience analysis C) Audience benefits D) Audience appreciation E) Audience response Answer: B Explanation: Because persuasion involves influencing your audience's thinking and behaviour, the more you know about your audience, the more persuasive you can be.

Diff: 2 Type: MC Objective: LO 8.1 13) ________ involves focusing on information needs, motivation and benefits, and potential resistance.

A) Analyzing your audience's needs B) Analyzing your purpose C) Analyzing medium choices D) Analyzing your desired outcome E) Analyzing the business result Answer: A Explanation: Because persuasion involves influencing your audience's thinking and behaviour, the more you know about your audience, the more persuasive you can be.

Diff: 2 Type: MC Objective: LO 8.1

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14) You need to email a coworker to ask for their assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request?

A) I really need your help right now, as my department is short-staffed.

B) I won't be able to complete my project if you don't help me.

C) While this may sound time-consuming, I will only need one hour of your time.

D) Yes, helping me will take time away from your own professional responsibilities.

E) No, I don't think that I will be able to return the favour.

Answer: C Explanation: You can refute potential resistance by proving that the point raised is wrong. A refutation is like saying, "No, that is wrong, and here's why." This choice is a refutation because it addresses the potential resistance that helping will be too time-consuming by explaining that only one hour of assistance is needed. Some of the other choices are examples of potential resistance.

Diff: 2 Type: MC Objective: LO 8.1 15) You ________ potential audience objections when you decide that the opposing view has merit but does not invalidate your argument.

A) refute B) ignore C) judge D) concede E) argue Answer: D Explanation: Once you identify potential objections, you may either refute them or concede them. You refute point by arguing that they are wrong. Alternatively, you concede points by admitting that they have some merit but do not invalidate your argument.

Diff: 2 Type: MC Objective: LO 8.1

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16) You want to convince your boss to implement a procedural change in your department.

Which of the following constitutes a concession in the context of such a message?

A) Yes, the changeover may cause some minor initial delays, but in the long run this shift will increase the speed of transactions by approximately 50 percent.

B) Yes, this changeover will require some additional training, and I know that we don't have the budget for that right now.

C) I can understand why you think this change might involve a high price tag, but it can actually be accomplished for almost no expense whatsoever.

D) No, implementing this change would not require the system to be shut down during business hours.

E) I understand that employees may be resistant to this change; change is hard for many people.

Answer: A Explanation: You can concede a point of potential resistance by admitting that the opposing point of view has merit but does not invalidate your argument. A concession is like saying "Yes, but..." This choice concedes that there may be initial delays but the long-term effect of the change will actually speed up the process significantly. Some of the other choices are refutations and some merely raise points of resistance.

Diff: 3 Type: MC Objective: LO 8.1 17) You have lunch with a friend and they tell you that their office recently implemented flex-time hours. It has been a positive change at your friend's workplace and you think it would be great to have at your office too. You decide to approach your boss about this possibility. In the context of such a message, the thought that this change might decrease employee productivity would be seen as ________.

A) audience motivation B) an audience benefit C) potential resistance D) a refutation E) a concession Answer: C Explanation: In analyzing your message you think about your audience's potential resistance: the concerns and objections they might have to your idea. Worrying that the more flexible schedule could decrease productivity is a concern and objection your boss might have.

Motivation and benefits are the positive results the audience will experience as a result of complying with your message. Refutation and concessions are two techniques for dealing with potential resistance.

Diff: 2 Type: MC Objective: LO 8.1

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18) You need to send a persuasive message to a coworker. You want to communicate the message in such a way that the interpersonal interaction makes it more uncomfortable for the coworker to respond negatively. Under these circumstances, which of the following would be the best medium for your message?

A) an email B) an instant message C) a phone call D) a memo E) a text message Answer: C Explanation: In a live conversation the other person is put on the spot and it is harder for them to answer negatively. A phone call is one way to have a live conversation, as are one-on-one or group meetings.

Diff: 2 Type: MC Objective: LO 8.1 19) Which of the following mediums is recommended both for targeting a personal appeal to an individual or reaching large audiences?

A) email B) memo C) phone D) group meeting E) website Answer: A Explanation: According to the chart illustrating how to select the best medium for persuasive messages, the medium that works in both cases is email.

Diff: 2 Type: MC Objective: LO 8.1 20) You want to target a personal appeal to an individual. For which reason might the telephone be preferable to sending an email?

A) It allows you to reach large audiences.

B) It allows you to include additional documents that may help your persuasive appeal.

C) It gives your audience time to consider your appeal before carefully responding.

D) It allows for immediate feedback so you can alter your appeal on the fly if necessary.

E) It makes it more comfortable for the audience to respond negatively.

Answer: D Explanation: During a live conversation you can alter your message as you go along based on audience feedback. The other choices are not advantages a phone call has over an email.

Diff: 3 Type: MC Objective: LO 8.1

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21) The chart illustrating how to select the best medium for persuasive messages recommends all of the following options for reaching people who are already interested in your topic EXCEPT A) group meeting.

B) email.

C) website.

D) social networking.

E) text message.

Answer: E Explanation: All of the other choices are recommended as means to reach people who are already interested in your topic. Text messaging is only recommended in situations where you want to reach large audiences and give your audience time to consider your appeal carefully before responding.

Diff: 2 Type: MC Objective: LO 8.1 22) While the ________ stage helps you make a persuasive plan, the ________ stage helps you put the plan into action and draft the message.

A) analyzing; composing B) analyzing; evaluating C) composing; analyzing D) composing; evaluating E) evaluating; composing Answer: A Explanation: A planned message will be much more persuasive than a message composed without planning.

Diff: 2 Type: MC Objective: LO 8.1 23) When composing a persuasive message, anticipating and addressing audience objections ________.

A) is not recommended B) is never effective C) diminishes their power D) increases audience opposition E) is sure to eradicate all resistance Answer: C Explanation: It is important to analyze what concerns and objections your audience will have so you can address them in your message. You can respond to them in two different ways, refutation or concession.

Diff: 2 Type: MC Objective: LO 8.1

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24) You want to postpone a meeting for a week later than arranged and plan to send an email to this effect. In the context of this message, which of the following best articulates a benefit to the audience?

A) I would really appreciate it if we could meet next week instead.

B) If you can meet next week, the data you are interested in will be ready and we can discuss that as well.

C) If you can reschedule, it will enable me to honour my other commitment and have our meeting too.

D) The meeting with you isn't very time sensitive, so I'm sure you won't mind postponing it since it would really help me out.

E) Yes, I know it may be inconvenient for you but it's really the only way I am able to juggle everything.

Answer: B Explanation: This choice emphasizes how postponing the meeting will result in something of interest to the audience. The others focus on the writer's perspective and benefits.

Diff: 2 Type: MC Objective: LO 8.1 25) The main goal of evaluating is to make sure your final message is ________.

A) longer than your original draft B) as effective and persuasive as possible C) shorter and terser that your first attempt D) free of anticipated objections E) highly stylized and full of large, impressive words Answer: B Explanation: There are several specific considerations during evaluation, but all are intended to ensure that you have implemented a good persuasive strategy.

Diff: 2 Type: MC Objective: LO 8.1 26) Important persuasive elements include all of the following EXCEPT A) establishing a problem or need.

B) building credibility.

C) constructing a logical argument.

D) refuting audience benefits.

E) appealing to emotion.

Answer: D Explanation: All of the other choices are basic elements of persuasion. Stressing audience benefits is another persuasive technique, as is refuting potential objections.

Diff: 3 Type: MC Objective: LO 8.1

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27) Which of the following is NOT a way to establish credibility?

A) Spend time getting to know your audience and build rapport.

B) Omit mention of your key credentials so as not to sound boastful.

C) Mention an affinity with a source credible to your audience.

D) Present an unbiased point of view.

E) Cite authorities and experts while presenting your ideas.

Answer: B Explanation: Introducing yourself effectively by citing key credentials like your education, experience, and expertise is actually a way to build your credibility.

Diff: 2 Type: MC Objective: LO 8.2 28) Dionne is presenting a proposal to a new client, so is unknown to this audience. Which of the following would be a way for Dionne to establish credibility with this new client?

A) being modest and not mentioning credentials, such as education or expertise B) maintaining a respectful distance from the audience before the presentation, so as not to violate the professional relationship with attempts at rapport C) mentioning a professional relationship with an expert in the field D) avoiding mention of authorities in the field so as not to undermine Dionne's own authority E) presenting a highly subjective viewpoint Answer: C Explanation: Introducing yourself effectively, by mentioning key credentials or a relationship with someone your audience believes to be credible, is a way to build credibility.

Diff: 2 Type: MC Objective: LO 8.2 29) Which of the following statements is NOT true?

A) Small companies often devote substantial space on their websites to building credibility.

B) Small companies provide testimonials from other clients.

C) Small companies present credentials and experience of employees.

D) Small companies mention affiliations with well-known organizations.

E) Small companies avoid efforts to build credibility since they are so costly and ineffective.

Answer: E Explanation: Small companies employ all of the techniques mentioned in the other choices to build credibility with potential customers.

Diff: 2 Type: MC Objective: LO 8.2

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30) Argumentation is defined as ________.

A) strengthening a weak position by overstating your case, diverting attention from problems, or even attacking an opponent B) making your audience believe you have expertise and are trustworthy based on your knowledge, character, reputation, and behaviour C) a person with a reputation for honesty losing credibility by making statements that prove to be untrue or making promises that are not fulfilled D) changing the mind of someone who is deeply interested in an issue, including someone committed to an opposing point of view E) taking a position, supporting the position with reasons, and then documenting those reasons with evidence Answer: E Explanation: Logical arguments provide the foundation for most persuasive business messages.

Argumentation is a persuasive appeal that supports a position with reasons and evidence.

Diff: 3 Type: MC Objective: LO 8.2 You have lunch with a friend and they tell you that their office recently implemented flex-time hours. It has been a positive change at your friend's workplace and you think it would be great to have at your office too. You decide to approach your boss about this possibility.

31) In terms of a logically structured argument, which of the following best articulates your position?

A) A flex-time schedule will increase productivity and employee satisfaction by better enabling employees to balance their work and personal lives.

B) A flex-time schedule will allow workers to create schedules better suited to their personal lives.

C) Employee turnover is on the rise.

D) Flex-time schedules at other companies have been shown to aid in recruitment.

E) Many employees have voiced frustration over work hours that don't allow them to meet their personal obligations.

Answer: A Explanation: This statement best articulates your position that implementing a flex-time schedule will address the work/life balance issue and increase productivity and job satisfaction.

The other statements relate to the issue, with some being reasons and others evidence in support of your position.

Diff: 3 Type: MC Objective: LO 8.2

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32) In terms of a logically structured argument, which of the following pieces of evidence does the LEAST to help your argument?

A) Employee absenteeism is up 20%.

B) Our turnover rate is steadily increasing.

C) Increased absenteeism costs our company almost 15% of payroll quarterly.

D) An employee survey revealed that the improvement most desired by our employees is a flex-time schedule.

E) Work/life balance is a major issue in the Canadian workplace these days.

Answer: E Explanation: The other pieces of evidence are directly related to the problem as it affects your company. This statement is vague and generic, so it does less to promote your cause than the other statements.

Diff: 3 Type: MC Objective: LO 8.2 33) In terms of evidence to support your argument, personal experience and examples ________.

A) are inappropriate in persuasive business messages B) are conclusive evidence C) cannot provide compelling support for a claim D) need to be augmented by other types of evidence E) do not clarify your point or help your audience understand Answer: D Explanation: These types of evidence may provide compelling support for a claim, clarifying your point and helping your audience understand, but they are not conclusive evidence. As such, they must be augmented by other kinds of evidence.

Diff: 2 Type: MC Objective: LO 8.2 34) Abraham Maslow argued that ________.

A) logic alone is always enough to persuade an audience B) the needs of people vary with their different generations, backgrounds, and cultures C) all people share a common set of needs D) it is impossible to address the psychological needs of an audience you don't know E) emotional appeals to audiences cannot be effective Answer: C Explanation: Psychologist Abraham Maslow argued that all people, even people of different cultures and different generations, share a common set of needs.

Diff: 3 Type: MC Objective: LO 8.2

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35) According to psychologist Abraham Maslow, the basic level of human needs includes all of the following EXCEPT A) physiological needs.

B) need for food.

C) need for love.

D) need for clothing.

E) need for shelter.

Answer: C Explanation: At the basic level of the common set of needs are physiological needs of food, clothing, and shelter. Once those needs are met people will seek to meet increasingly higher levels of need, like the need for love and belonging.

Diff: 2 Type: MC Objective: LO 8.2 36) You are writing an appeal letter to solicit funds for your non-profit organization. In this message you praise the audience for their past donations and emphasize how their contribution is needed now more than ever and will make a real difference for the people your organization serves. This message appeals to the audience's ________.

A) sense of self-esteem B) quest for self-actualization C) need for love D) desire for safety E) requirement for belonging Answer: A Explanation: Advertisers routinely appeal to the higher levels of needs as part of their persuasive strategies. Advertisements for charities often appeal to the increase in audience self-esteem that will result from the good works enabled by a donation.

Diff: 2 Type: MC Objective: LO 8.2 37) An advertisement for an SUV that emphasizes the model's high crash test ratings and rollover test results would appeal to the audience's desire for ________.

A) self-esteem B) love C) safety D) belonging E) self-actualization Answer: C Explanation: An advertisement emphasizing positive crash test ratings and rollover test results appeals to people's desire for safety features in the automobile that they purchase.

Diff: 1 Type: MC Objective: LO 8.2

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38) Which of the following ad campaigns would most likely appeal to an audience's desire for self-actualization?

A) "Just do it" (Nike) B) "We try harder" (Avis Car Rental) C) "You deserve a break today" (McDonald's) D) "Don't leave home without it" (American Express) E) "Got milk?" (Milk Processor Education Program) Answer: A Explanation: Advertisements that appeal to people's desire to make the most of their abilities target their sense of self-actualization. The "Just do it" campaign specifically encouraged people to exercise and strive for physical fitness, but in a greater sense to show grit, determination, and passion in their pursuits.

Diff: 3 Type: MC Objective: LO 8.2 39) Which of the following would most likely appeal to an audience's sense of self-esteem?

A) an ad for a home security system likening the service to having a bodyguard outside your house B) an ad for virus protection software citing a long list of corporate clients C) an ad for frozen meals claiming they taste homemade D) an ad for a university emphasizing the respect its graduates have in the business world E) an ad for a laundry detergent suggesting it will make your clothes look brand-new Answer: D Explanation: An advertisement that focuses on the respect you earn–and the self-respect you will feel-from receiving your education at their university appeals to the audience's sense of self-esteem.

Diff: 3 Type: MC Objective: LO 8.2 40) Which of the following is NOT true about violations of logic?

A) They are called logical fallacies.

B) They are dishonest if used intentionally.

C) They include strengthening a weak position by overstating your case.

D) They are unavoidable and are an accepted part of ethical persuasion.

E) They are important to recognize so you are not persuaded by unsound ideas.

Answer: D Explanation: Violations of logic are called fallacies. Intentionally using them is both dishonest and misleading.

Diff: 2 Type: MC Objective: LO 8.2

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41) "After Company X used this ad agency, its sales increased by 30% the following quarter.

Obviously, our sales will go up 30% if we choose this ad agency." This is an example of which type of logical fallacy?

A) appeal to popular opinion B) false cause C) false dilemma D) red herring E) ad hominem attack Answer: B Explanation: This type of fallacy assumes that there is a cause and effect between two things without proving the relationship. Company X's sales might have increased for any number of reasons other than the ad agency they used: new products, additional salespeople, a seasonal increase, etc.

Diff: 2 Type: MC Objective: LO 8.2 42) The logical fallacy of a false dilemma involves ________.

A) focusing on irrelevant issues to draw attention away from a central issue B) supporting an idea by comparing it to something that is not comparable C) drawing a conclusion from a sample that is either too small or does not represent the larger population D) attacking a person who disagrees with you rather than addressing the issues E) asserting that only two choices exist while ignoring other problems Answer: E Explanation: This is the definition of a false dilemma.

Diff: 2 Type: MC Objective: LO 8.2 43) Offering as evidence statements such as "everybody knows" is a description of the logical fallacy known as ________.

A) an appeal to popular opinion B) an ad hominem attack C) a false dilemma D) a false analogy E) a red herring Answer: A Explanation: An appeal to popular opinion involves offering as evidence statements such as "everybody knows."

Diff: 2 Type: MC Objective: LO 8.2

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44) In a persuasive message, reminding your audience that they have made similar decisions to the one you would like them to make now is known as appealing to the ________ principle.

A) consistency B) deja vu C) reciprocity D) scarcity E) liking Answer: A Explanation: People like to act consistently and make decisions similar to the ones they made in the past. This is known as the consistency principle.

Diff: 2 Type: MC Objective: LO 8.2 45) "We all know that money is tight these days, so smart business people like Big Company A and Bigger Company B invest their dollars wisely in the high-quality products and services we offer at XYZ Technology." This excerpt illustrates which technique for appealing to emotion?

A) the consistency principle B) the scarcity principle C) the reciprocity principle D) the social proof principle E) the liking principle Answer: D Explanation: People follow the lead of others they respect. Including names and testimonials in your message is the social proof technique for appealing to emotion.

Diff: 2 Type: MC Objective: LO 8.2 46) In a persuasive message, ________ is known as appealing to the scarcity principle.

A) including names and testimonials B) reminding your audience that they have made similar decisions in the past C) highlighting the exclusivity of your offer D) showing that you appreciate your audience E) giving people a gift Answer: C Explanation: People want things more if those things are scarce. Highlighting the exclusivity of your offer is the scarcity technique for appealing to emotion.

Diff: 2 Type: MC Objective: LO 8.2

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47) In a persuasive message, showing your own emotional commitment to the idea that you want your audience to commit to ________.

A) tends to undermine its persuasive impact B) will make your message more persuasive C) is inappropriate and unprofessional D) is not recommended in most cases E) usually backfires on people Answer: B Explanation: You will be more persuasive if you speak or write from the heart. If you want your audience to commit to an idea, they need to know that you are committed to it also.

Diff: 2 Type: MC Objective: LO 8.2 48) Compelling evidence presented in ________ language can also touch an audience emotionally and motivate them to act.

A) clear and vivid B) vague and colourless C) obscure and intense D) flowery and pedantic E) cryptic and elegant Answer: A Explanation: Evidence is typically the "logic" part of an argument. However, compelling evidence presented in clear and vivid language can also touch an audience emotionally and motivate them to act.

Diff: 2 Type: MC Objective: LO 8.2 49) In business, all of the following types of communication typically require persuasion to influence and motivate the audience EXCEPT A) routine customer.

B) recommendations for action.

C) sales messages.

D) job application letters.

E) requests for favours.

Answer: A Explanation: Routine messages, like customer claims for exchanges, requests for information, etc., are short and straightforward and not sensitive. They do not require you to persuade your audience to accept your point.

Diff: 2 Type: MC Objective: LO 8.3

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50) A recommendation is a business message that ________.

A) denies the existence of a problem B) establishes a need that cannot be filled C) suggests a solution to a business problem D) supports the maintenance of the status quo E) identifies a problem and asks others to figure out a solution Answer: C Explanation: In a recommendation, you establish that a problem or a need exists, and then you show how your solution is effective.

Diff: 2 Type: MC Objective: LO 8.3 51) Which of the following is NOT a persuasive element used in recommendations?

A) omitting objections B) focusing on benefits C) building credibility D) appealing to the audience's emotion E) constructing a logical argument Answer: A Explanation: A recommendation does not omit objections, it anticipates them and uses refutation or concession to respond to them.

Diff: 2 Type: MC Objective: LO 8.3 52) You are an educational consultant. A local elementary school has asked you to submit a recommendation regarding its inefficient and problematic lunchtime process. After reviewing the situation, it seems that just a few easy and inexpensive changes will result in a much more orderly system. When writing up your recommendation, you should ________.

A) use indirect organization B) begin with your main point C) build up to your specific recommendation gradually D) start your message by providing context for the situation E) omit a call to action Answer: B Explanation: Since your audience has requested the recommendation and your solution will likely please them (as it is easy and inexpensive) the direct approach is favoured in this situation.

Diff: 2 Type: MC Objective: LO 8.3

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You are writing to persuade your boss that your department needs additional staff to achieve its annual goals. A hiring freeze has been in effect, as has a moratorium on overtime, so your recommendation will need to be very persuasive.

53) Given this situation, your message ________.

A) must be organized directly B) should begin with your specific recommendation C) cannot eliminate alternative solutions D) should begin by providing context for the situation E) must not use indirect organization Answer: D Explanation: In this situation, your boss may not be aware of the understaffing in your department and will be reluctant to approve the additional expenditures this recommendation proposes. So, using indirect organization and building up to the specific recommendation gradually is the favoured approach.

Diff: 2 Type: MC Objective: LO 8.3 54) You decide to email this recommendation to your boss. Which of the following would be the best subject line for this message?

A) Proposal to Hire More Staff B) Request for Additional Staff, Authorization for Overtime C) Proposal to Help Our Department Meet its Annual Goals D) A Good Idea E) Suggestion to Increase People Hours Despite Tough Economic Times Answer: C Explanation: In this situation, your boss may not be aware of the understaffing in your department and will be reluctant to approve the additional expenditures this recommendation proposes. So, using indirect organization is the favoured approach. In such a case, your subject line should not directly identify your recommendation but rather hint at it as this one does.

Several of the choices incorrectly identify the proposal and one is so vague as to give no idea what the email is about.

Diff: 3 Type: MC Objective: LO 8.3

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55) Email recommendations written using direct and indirect organization have notable differences, but they also contain many similar elements. Which of the following is a similarity?

A) Both position the recommendation in the same place.

B) Both omit mention of potential objections.

C) Both specifically identify the proposal in the subject line.

D) Both begin with information putting the situation in context E) Both conclude with a call to action.

Answer: E Explanation: Both organizational methods end with a specific request. Notable differences are the position of the recommendation, wording of the subject line (proposal is hinted at in indirect organization), and the inclusion of introductory context that builds up to the recommendation in the indirect method. Both methods do in fact respond to potential objections.

Diff: 2 Type: MC Objective: LO 8.3 56) Which of the following is NOT one of the key principles for assembling a logical and persuasive recommendation presentation?

A) Organize your presentation into well-defined sections that signal your logic.

B) Present material in the body of the slide that supports the main idea in your headline.

C) Include detailed copy on each slide to support its headline instead of representing your information graphically.

D) Write message headlines: short sentences or meaningful phrases at the top of the slide representing your main ideas.

E) Design every slide to support one main idea.

Answer: C Explanation: This is not one of the principles given to create persuasive recommendation presentations. Effective slides are not crowded with copy, as can be seen in the examples in the book. These slides make ample use of graphical elements to present their ideas clearly and logically.

Diff: 2 Type: MC Objective: LO 8.3 57) A request to your audience to do you a favour requires more persuasion when ________.

A) it is easy for them to accomplish B) it aligns with their plans C) it requires them to choose between alternatives D) it is something that they would be happy to do E) it involves little or no effort on their part Answer: C Explanation: In such a case, you will need to make a persuasive request that helps the audience feel good about doing the favour.

Diff: 1 Type: MC Objective: LO 8.3

21 .

58) You need to ask a coworker to take your place and present at an upcoming departmental meeting. Which of the following would be most likely to convince your coworker to grant this favour?

A) I will be out of town that day and can't be present.

B) I will really appreciate it if you help me out here.

C) I know it's a lot to ask, but I don't have any other choice.

D) Presenting will give you a chance to impress upper management.

E) You know that if the roles were reversed, I'd help you.

Answer: D Explanation: When you're requesting a favour, you will need to make a persuasive request that helps the audience feel good about doing the favour. If possible, the request will also show how the audience will benefit from helping you. This choice highlights a potential audience benefit while the others focus more on the writer of the request.

Diff: 2 Type: MC Objective: LO 8.3 59) Which of the following would most likely be considered to be a persuasive customer claim instead of a routine customer claim?

A) asking to exchange a sweater you purchased from a major retailer for one in a different colour B) asking to have an item repaired for a reason not covered under its warranty C) asking to return an item you purchased that turned out to be defective D) asking to receive a refund for tickets you purchased to a seminar that was cancelled E) asking to return an item you ordered online since the company mistakenly sent the wrong item Answer: B Explanation: A claim that asks a store or manufacturer to make an exception and do something that violates its standard policies would require persuasion. Asking for a repair to an item not covered by its warranty would be such a case.

Diff: 3 Type: MC Objective: LO 8.3 60) If you want a store to grant you a return when it is against their company policy, ________.

A) there is no point in arguing, as they will never make an exception B) get right to the point and refuse to do business with them if they do not comply C) this is considered a routine request that does not require persuasive techniques D) start spreading bad word of mouth about the store and hope that it gets back to them E) explain why the policy should not apply to your situation and demonstrate goodwill and understanding Answer: E Explanation: If you want a merchant to make an exception for you, you need to persuade them that the policy should not apply in your situation or that it is in the seller's best interest to fulfill your request.

Diff: 2 Type: MC Objective: LO 8.3

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61) Ending a persuasive claim letter with a closing that refers to "enjoying future purchases from your store," ________.

A) can be perceived as a benefit from granting the request B) is a form of bribery and as such is unethical C) is an implied threat that you will organize a boycott of the store D) will likely influence the recipient not to comply with your request E) is inappropriate and such a closing should only be used in a routine claim letter Answer: A Explanation: If you want a merchant to make an exception for you, you need to persuade them that the policy should not apply in your situation or that it is in the seller's best interest to fulfill your request. Suggesting that a positive outcome will keep you a loyal customer to the store is a benefit the store will realize from granting your request.

Diff: 2 Type: MC Objective: LO 8.3 62) Which of the following is an example of the attention-grabbing technique of asking a motivating question?

A) Did you know that over 65% of Americans are considered overweight?

B) Would you like to drop 10 pounds in a month without a visit to the gym?

C) Are you aware that the majority of exercise programs don't generate results?

D) How would you like to hear about a great offer?

E) Have you ever started an exercise program?

Answer: B Explanation: A motivating question is one that inspires your audience to imagine that they can achieve the goal you are asking about, like losing weight without visiting the gym.

Diff: 2 Type: MC Objective: LO 8.3 63) Emphasizing how your product or service meets your audience's needs is part of which aspect of the AIDA approach for organizing sales messages?

A) grabbing your audience's attention B) creating a sense of desire in your audience C) making it easy for the audience to act D) building your audience's interest E) letting your audience know how to respond Answer: D Explanation: In the acronym AIDA, the I stands for interest. To build your audience's interest, emphasize how your product or service meets their needs.

Diff: 2 Type: MC Objective: LO 8.3

23 .

64) Which of the following would be most likely to grab an audience's attention?

A) How would you like to buy a new car?

B) Did you know that this year's models get up to 50% higher gas mileage than last year's cars?

C) Our cars are well engineered and beautifully designed to appeal to the discriminating customer.

D) Our cars may cost more, but as mom always said, you get what you pay for.

E) Come in today and test drive one of our new models.

Answer: B Explanation: In order to grab your audience's attention, your wording should make your audience want to read or hear more about your product or service. Citing the startling fact that the new cars get up to 50% more gas mileage than last year's models is more compelling than any of the other choices.

Diff: 2 Type: MC Objective: LO 8.3 65) ________ involves reducing the audience's resistance to the sales message, which is especially important when you create unsolicited sales communication.

A) Making it easy for your audience to act and respond B) Creating a sense of desire C) Building your audience's interest D) Grabbing your audience's attention E) Enabling your audience to respond favourably Answer: B Explanation: Creating a sense of desire involves reducing the audience's resistance to the sales message, which is especially important when you create unsolicited sales communication. You create desire through authority, social proof, or perceived scarcity.

Diff: 2 Type: MC Objective: LO 8.2 66) You're writing a sales message to entice potential customers to join your gym. Telling your audience that the first 50 responders will get a free one-week trial period at your gym ________.

A) makes it difficult for your audience to act B) is an example of social proof C) creates a sense of desire through perceived scarcity D) shows how you meet their scheduling needs E) overstimulates your audience by telling them too much too soon Answer: C Explanation: If you want to create desire, suggesting that the offer is available for a limited time or only to a certain number of customers is a particularly persuasive technique.

Diff: 2 Type: MC Objective: LO 8.3

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67) A solicited sales communication ________.

A) is a response to a request for sales information B) is also called a "cold-call" sales message C) is a sales message sent to an audience who did not request the information D) does not require you to reduce the audience's resistance to the sales message E) is written to an audience that is not interested in your product Answer: A Explanation: Solicited sales messages are those you send to audiences who did request your information. Although these audiences are interested in your product, you may have to overcome their resistance if the price is more than they predicted or if the item does not fulfill all of their needs.

Diff: 2 Type: MC Objective: LO 8.3 68) The AIDA approach ________ situations when you know the audience.

A) is never used in B) will be less effective in C) is usually associated with D) can be more powerful in E) is not applicable in Answer: D Explanation: Although AIDA is usually associated with sales messages to a general audience, you can use the AIDA approach even more effectively when you know the audience.

Diff: 2 Type: MC Objective: LO 8.3 69) Which of the following excerpts from a sales message is an example of social proof?

A) Act now—our special limited-time offer expires soon!

B) Did you know that our product has almost twice the computing power of other handheld devices available today?

C) Be the envy of your friends and coworkers by purchasing this first-generation product today.

D) This device gives you the functionality of a laptop and the portability of a smartphone.

E) Fortune 500 companies have purchased over 200,000 of these devices for their top executives.

Answer: E Explanation: Desire can be created through authority, social proof, or perceived scarcity. Social proof is when people follow the lead of others they respect. Telling the audience that this device is used by the top executives at top companies is using the social proof technique.

Diff: 2 Type: MC Objective: LO 8.3

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70) All of the following are ways that an effective team leader motivates people to commit to their team EXCEPT A) reminding team members that if they meet their annual goal they will be eligible for year-end bonuses.

B) taking the time to acknowledge team members' efforts and praising their accomplishments.

C) trying to convince an unhappy team member that they are wrong to feel excluded from the decision-making process.

D) acknowledging the validity of a team member's frustration about issues on the latest project.

E) rescheduling a meeting so that a team member can fulfill other obligations and still be present for your discussion.

Answer: C Explanation: Emotions can stand in the way of success. Rather than try to convince someone to feel differently, actively listen to the person, try to understand their feelings, and acknowledge the validity of those feelings.

Diff: 3 Type: MC Objective: LO 8.3 71) In the context of decision-making, persuasion ________.

A) means influencing your audience to agree with the decision you prefer B) is at its best when it leads to groupthink C) is counterproductive and should not be used D) is key to reaching a collaborative decision E) is inappropriate in team situations Answer: D Explanation: When you work in a team, persuading others to agree with you can be counterproductive and lead to groupthink. The goal of team decision making is to generate the best possible solution based on everyone's input. Team members use persuasive elements in their contributions but listen carefully and should be willing to change their minds.

Diff: 3 Type: MC Objective: LO 8.3 72) Credibility alone often is not strong enough to change the mind of someone who is deeply interested in an issue, including people committed to an opposing point of view. What else might you need to do?

A) Overstate your case to ensure your point of view is very clear.

B) Divert attention away from problems with your point of view.

C) Verbally attack an opponent because they disagree with our point of view.

D) Share a logical argument for your point of view.

E) Use a fallacy to support your point of view.

Answer: D Explanation: Credibility may convince your audience to trust you, but successfully persuading an audience requires additional persuasive techniques, including a logical argument.

Diff: 2 Type: MC Objective: LO 8.2

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73) Persuasion is a process that happens in stages, therefore, to build your persuasive goal, it often requires multiple ________.

A) teams B) locations C) computers D) concessions E) communications Answer: E Explanation: Because persuasion is a process that happens in stages, it often requires multiple communications that build to your persuasive goal. For example, if you know that Maria does not like surprise requests, you might consider sending an email message first then schedule an appointment to discuss the request in more detail.

Diff: 1 Type: MC Objective: LO 8.2 74) You will be meeting with your boss to make a proposal for a new departmental project you wish to lead. When you are building a persuasive argument for, and are defining the benefits of this new project, you will want to remember that many business professionals are open to a discussion of ________.

A) return on investment B) potential resistance C) objections D) primary audience E) fallacies Answer: A Explanation: The benefits to be experienced after investing a resource, such as time or money is termed "Return on Investment" or ROI. ROI is most effectively expressed in terms of profitability, but can be expressed in terms of time saved or efficiencies gained.

Diff: 1 Type: MC Objective: LO 8.2 75) Persuasion is the process of influencing your audience to agree with your point of view, recommendation, or request.

Answer: TRUE Explanation: To be persuasive, a message must do more than just state your point of view. It must motivate your audience to agree with it.

Diff: 1 Type: TF Objective: LO 8.1 76) To be persuasive, a message only needs to state your point of view.

Answer: FALSE Explanation: To be persuasive, it must also motivate your audience to agree with your point of view.

Diff: 1 Type: TF Objective: LO 8.1

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77) The analyzing phase of the ACE process is relatively unimportant in persuasive situations.

Answer: FALSE Explanation: In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the analyzing phase of the ACE communication process.

Diff: 1 Type: TF Objective: LO 8.1 78) One of your employees has been late for meetings and generally less effective recently, so you decide to talk to them about improving their performance. The business result of your message is to increase employee productivity and reliability.

Answer: TRUE Explanation: The purpose of this message is to speak to the employee about the problematic behaviour and the desired outcome is that your employee will improve their performance. What will happen if they agree to your request is the business result. In this case, that would be improved employee productivity and reliability.

Diff: 2 Type: TF Objective: LO 8.1 79) If you want to give your coworker time to consider your request carefully before responding, communicating your message in a one-on-one meeting is a good medium choice.

Answer: FALSE Explanation: A live conversation puts the other person on the spot and doesn't give them time to carefully consider your appeal before responding. It actually makes it more uncomfortable for the audience to respond negatively. Better choices for this situation would be an email, text message, memo, letter, etc.

Diff: 2 Type: TF Objective: LO 8.1 80) A primary persuasive technique is establishing that a problem or need exists, which your request or proposal will address.

Answer: TRUE Explanation: The basics of persuasion involve establishing a need, focusing on benefits, and anticipating objections.

Diff: 1 Type: TF Objective: LO 8.1 81) Only acknowledged experts or those known and trusted by their audiences need to focus on building credibility in their messages.

Answer: FALSE Explanation: You will be more effective persuading an audience when you have credibility. If you don't already have it, by being known and trusted by your audience or being a recognized expert, you will need to focus on building credibility in your message.

Diff: 2 Type: TF Objective: LO 8.2

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82) It is not a good idea to mention your education, experience, and expertise when introducing yourself to your audience, as this will come across as boastful and diminish your credibility.

Answer: FALSE Explanation: The opposite is true. Mentioning these key credentials to your audience is a way to build credibility. Another way to do so is by mentioning your relationship with someone the audience knows, respects, and believes to be credible.

Diff: 1 Type: TF Objective: LO 8.2 83) Credibility is hard to earn and easy to lose.

Answer: TRUE Explanation: A person with a reputation for honesty can quickly lose credibility by making statements that prove to be untrue or making promises that are not fulfilled.

Diff: 1 Type: TF Objective: LO 8.2 84) When writing a report to your boss trying to persuade them to update the database system you should omit your own issues and frustrations with the system, since it is inappropriate to include personal experience as evidence in support of your argument.

Answer: FALSE Explanation: Personal experiences and observations may provide compelling support for a claim, although they are rarely conclusive on their own.

Diff: 1 Type: TF Objective: LO 8.2 85) Although logic is critical for business decisions, you may also need to appeal to an audience's emotions to persuade them.

Answer: TRUE Explanation: Logic alone may not always be enough to persuade an audience.

Diff: 1 Type: TF Objective: LO 8.2 86) In an ad hominem attack, you attack the person who disagrees with you rather than addressing the issue at stake.

Answer: TRUE Explanation: By definition an ad hominem attack is a logical fallacy that involves attacking the individual who disagrees with you, rather than addressing the issue itself.

Diff: 1 Type: TF Objective: LO 8.2 87) Sales messages typically require persuasion to influence and motivate the audience.

Answer: TRUE Explanation: Other kinds of messages that require persuasion include recommendations for action, requests for favours, and job application letters.

Diff: 1 Type: TF Objective: LO 8.2 29 .

88) Julia is using direct organization to write an email recommendation, so its subject line should only hint at the proposal instead of stating it directly.

Answer: FALSE Explanation: The subject line should directly identify the proposal in an email using direct organization.

Diff: 2 Type: TF Objective: LO 8.3 89) If your audience has not asked for your recommendation and will likely act negatively, indirect organization is the appropriate choice.

Answer: TRUE Explanation: If your audience will be surprised by the recommendation and/or react negatively to it, it is recommended that you build up to the specific proposal instead of directly stating it at the beginning of your message.

Diff: 1 Type: TF Objective: LO 8.3 90) When you write a recommendation using presentation software like PowerPoint, each slide should be designed to support no more than three main ideas.

Answer: FALSE Explanation: The recommendations for effective presentations suggest that each slide should be designed to support only one main idea.

Diff: 2 Type: TF Objective: LO 8.3 91) If you want a merchant to make an exception for you, you need to persuade them that their policy should not apply in your situation or that it is in the seller's best interest to fulfill your request.

Answer: TRUE Explanation: In order to convince a merchant to make an exception for you, you need to show them how they will benefit from complying with your request.

Diff: 1 Type: TF Objective: LO 8.3 92) Reducing your audience's resistance to the sales message is not important in solicited sales communication.

Answer: FALSE Explanation: While reducing your audience's resistance is especially important when you create unsolicited sales communications, it is also important in solicited sales communications.

Although customers who request information want the product or service, you may have to reduce their resistance if the price is high or if the item does not fulfill all of their needs.

Diff: 2 Type: TF Objective: LO 8.3

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93) Only team leaders can use their persuasive skills to help a poorly performing team get back on track.

Answer: FALSE Explanation: Even if you are not the leader, you can use your persuasive skills to help the team and its individual members get back on track. In this context, persuasion means influencing your team members' attitudes to bring about a change in behaviour.

Diff: 1 Type: TF Objective: LO 8.3 94) By showing appreciation and acknowledging team members' contributions, you can persuade team members to continue working at a high level.

Answer: TRUE Explanation: Helping others feel pride in their work is a good way to motivate them to keep up the good work, and maybe even work harder.

Diff: 1 Type: TF Objective: LO 8.3 95) You can appeal to your audience's self-esteem by praising them for past actions.

Answer: TRUE Explanation: You can appeal to your audience's self-esteem by praising them for past action, focusing on how they will make a difference in the world, showing them that their actions are greatly needed, or even complimenting them for their character.

Diff: 1 Type: TF Objective: LO 8.2 96) It is called "primary research" whenever you conduct research by reading what other people have discovered through their research.

Answer: FALSE Explanation: You can collect evidence by conducting your own original research (primary research) or by reading research that others have conducted (secondary research).

Diff: 1 Type: TF Objective: LO 8.2

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97) You have lunch with a friend who tells you that their office recently implemented flex-time hours. It has been a positive change at your friend's workplace and you think it would be great to have at your office too. You decide to approach your boss about this possibility. Describe the analyzing process for this message.

Answer: Analyzing involves thinking strategically about your purpose, desired outcome, and business results. In this case your purpose is to suggest the possibility of implementing a flex-time schedule in your office. The outcome of your message is how you would like your audience to respond (in this case, agreeing to implement the new schedule). What will happen if your audience agrees to your request (in this case, higher employee productivity and satisfaction) is the business result. You also need to analyze audience and stakeholder needs, content needs, and medium choices. This could involve telling your boss of the benefits of increased productivity and employee satisfaction, and addressing potential resistance to the idea. The choice of medium could investigate whether putting your boss on the spot in a live conversation is the right approach, or if you'd be better served by sending an email and giving your boss time to take in your message before responding.

Diff: 3 Type: ES Objective: LO 8.1 98) Maria says that you should always choose the communication medium preferred by your audience. Discuss this idea.

Answer: There are many considerations that go into analyzing the best medium for your persuasive message. They include the number of people in your audience and your ability to reach them all in a timely way, the complexity of your content, the amount of resistance you expect, and your audience's communication preferences. If you need only persuade one person, their communication preferences can be the driving force in your decision on which medium to use. But what if you need to reach a lot of people in different geographic locations at approximately the same time? In this case, an email or a memo is a likely choice, even if the individuals in the group prefer phone calls or face-to-face meetings. Sometimes it's not just about logistics, but persuasion itself. If you want to "put someone on the spot" and make it more difficult for them to say no, a meeting or phone call will make it harder for your audience to respond negatively. Conversely, if you want to give the audience time to carefully consider your appeal before responding, you would avoid a live conversation in favour of another mode of communication.

Diff: 3 Type: ES Objective: LO 8.1

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99) Discuss how persuasion is a process.

Answer: Persuasion is a process that involves wearing down your audience's resistance gradually. You can't expect people to overcome objections immediately, as they often need time to consider and absorb the message, your refutations, concessions, etc. Because it is a process, persuasion often requires multiple communications with each message contributing to your persuasive goal. If you know that someone does not like to be put on the spot in a live conversation, your first contact would probably not be a phone call or meeting. You could send an email mentioning your idea or request and asking to schedule a phone call or meeting to discuss it more fully. This could spur a reaction with additional points of resistance you hadn't anticipated, that you could then prepare for and send in another email or use in your live conversation. Even when you view communication as a process, your first contact still does need to be persuasive. It must be persuasive enough to convince your audience to respond and continue the dialogue so you can try and swing them around to your way of thinking.

Diff: 3 Type: ES Objective: LO 8.1 100) John was asked to speak to a group of employees by a VP at their company. This VP is a former employer and mentor of John's. John is unknown to this audience. Discuss some of the ways John can build credibility with this audience.

Answer: Since John is unknown to this audience, John doesn't have the credibility that comes from being known and trusted by them, or by being a recognized expert in the field. However, John does have a relationship with a VP at the company. Mentioning this strong affinity with someone known and credible to the audience will help convince them that John is trustworthy.

John should also mention personal key credentials in relation to this speaking engagement, namely education, experience, and expertise. John will also build credibility by presenting an unbiased point of view, organizing ideas logically, and supporting them with good research and sound reasoning. John can add credibility to ideas by citing authorities and experts.

Diff: 3 Type: ES Objective: LO 8.2 101) Anya argues that since credibility is hard to earn and easy to lose, it's not worth trying to establish. Discuss this statement.

Answer: You will be more effective when trying to persuade an audience if they believe you to have expertise and to be trustworthy, based on your knowledge, character, reputation, and behaviour. If you are unknown to your audience you can try to establish credibility in a number of ways: 1) getting to know your audience 2) introducing yourself effectively 3) presenting your ideas effectively. Credibility is very important for capturing an audience's attention and persuading them to listen. Yet despite its importance it can be easy to lose. If a person with credibility makes statements that turn out to be false, or makes promises that can't be kept, credibility can be lost. It is also true that credibility alone isn't strong enough to change the mind of someone who is deeply interested in an issue. Additional persuasive techniques will be needed to successfully persuade an audience, but having their trust is a very valuable thing. It is certainly of enough value to strive for, despite the fact that this is not done overnight. Credibility is also not a black and white thing; it's not a matter of complete trust or complete lack of it. So, it is certainly worth some effort and time to try to establish credibility.

Diff: 3 Type: ES Objective: LO 8.2 33 .

102) Select a couple of advertisements and discuss which higher need they appeal to and how they do so.

Answer: Answers will vary; some examples follow.

Nike's "Just do it" ads appeal to people's sense of self-actualization. Advertisements that appeal to people's desire to make the most of their abilities target their sense of self-actualization. "Just do it" specifically encouraged people to exercise and strive for physical fitness, but in a greater sense to show grit, determination, and passion in their pursuits.

L'Oreal's "Because I'm worth it" ads for beauty and hair care products target the audience's desire for love, belonging, and self-esteem. People want to be attractive, and ads for beauty products show that use of their products result in attention and admiration from others. The emphasis on being "worth it" implies that the product is highly valued and of excellent quality, and that by association, so is the person who is deserving of and uses this product.

Diff: 3 Type: ES Objective: LO 8.2 103) Carol wants to take a training course and is trying to persuade the boss to allow it. Carol says that a friend took a similar course and their sales increased by 25%, so it's likely that anyone who takes the course will recognize the same increase. Discuss whether this a logical argument to include in Carol's message.

Answer: There are a few logical fallacies here. Carol is making a hasty generalization by drawing a conclusion from a sample that is too small or does not represent the larger population.

Based on one person's results Carol assumes everyone will realize similar gains. Also, we don't know if Carol's friend is a representative of the larger population. The friend may have different strengths, experience, education, etc. that differentiate them, and therefore their results, from the population at large. Another fallacy here is false cause. We don't know if there are other factors that may have caused an increase in Carol's friend's sales. Perhaps their business is seasonal or their company just released some new products. Perhaps Carol's friend was especially motivated by some goal like a sales contest. Perhaps their prior sales were down artificially (vacation, leave of absence) and they are now just back on track. Perhaps Carol's friend received other training that is responsible for or at least contributing to this increase. This reasoning assumes there is a cause and effect between the two things–taking the course and a 25% increase in sales–without proving the relationship.

Diff: 3 Type: ES Objective: LO 8.2

34 .

104) You are writing to persuade your boss that your department needs additional staff to achieve its annual goals. A hiring freeze has been in effect, as has a moratorium on overtime, so your recommendation will need to be very persuasive. You decide to send an email with your recommendation. Discuss how best to organize this message.

Answer: In this situation, your boss may not be aware of the understaffing in your department or agree that it is understaffed. In either case, your boss will be reluctant to approve the additional expenditures this recommendation proposes given the tight financial restraints currently in effect at your company. So, using indirect organization and building up to the specific recommendation gradually is the favoured approach. This will give you the opportunity to identify the problem and make your boss aware that it exists. If your boss is convinced that there is a problem, and that the stakes are high enough (annual goals), your boss will be more receptive to your recommendation.

Diff: 3 Type: ES Objective: LO 8.3 105) You are crafting a message to grab your audience's attention about SecureYourself, and identify theft protection service. Give an example of a startling fact, a thought-provoking story, and a motivating question that could grab your audience's attention about this service.

Answer: Answers will vary; some examples follow: Startling fact: Did you know that identity theft is the fastest growing crime in America, with over 9 million victims each year?

Thought-provoking story: My daughter, Jane's, identify was stolen when Jane was still in diapers, but we didn't find out about it until Jane was applying for a driver's license. Protect yourselves and your family from this nightmare by joining SecureYourself today.

Motivating question: Wouldn't you like to protect yourself from the financial devastation and logistical nightmares of identity theft, the fastest growing crime in America?

Diff: 3 Type: ES Objective: LO 8.3 106) How does appealing to your audience's emotions help improve teamwork?

Answer: Effective team leaders use a number of techniques to motivate people to make a commitment to a team that appeal to their emotions. For instance, they help others feel pride in their work. People lose motivation when they feel unappreciated and when they do not feel good about their work. By showing appreciation and acknowledging team members' contributions, a good leader can persuade team members to continue working at a high level. Emotions can stand in the way of a team's success. If a team member is angry or frustrated or feels excluded from the decision making, productivity will decline. Rather than try to convince someone to feel differently, a good leader actively listens to them, tries to understand their feelings, and acknowledges the validity of those feelings. With that kind of support, many team members persuade themselves to make some changes and work harder.

Diff: 3 Type: ES Objective: LO 8.3

35 .

107) Provide four (4) key principles for composing a persuasive presentation using PowerPoint.

Answer: 1) Organize your presentation into well-defined sections that indicate your logic; 2) Design every slide to support one main idea; 3) Write message headlines: short sentences or meaningful phrases at the top of the slide that represent your main ideas; 4) Present material in the body of the slide that supports the main idea in your headline.

Diff: 1 Type: ES Objective: LO 8.3 108) Sales and marketing people often use the acronym, AIDA, which stands for Attention, Interest, Desire, and Action, to create persuasive sales messages. Assume you work in the bookstore on campus. You are trying to persuade students to purchase the required textbooks for their courses. Last year the bookstore calculated that 30% of students enrolled in courses did not purchase the required textbooks, or did not purchase them from the bookstore. The bookstore also has statistics from a reliable source which shows that 90% of all students who do not purchase course textbooks end up failing their course(s). Consider what you will say to grab your audience's attention, create interest and desire, and motivate your audience to act. Compose an example using the AIDA organization of this sales message.

Answer: Answers will vary. For example, "Do you know that 30% of students last year did NOT buy the required textbooks for their courses. Did you also know that 90% of those students FAILED one or more courses! Buy the required course textbooks and set yourself up for success.

You can purchase new or used, eBook or printed, so many choices to align with your specific learning style. After you PASS the course, you can sell the used book to another student, or sell it back to us to recoup some of your costs. Help us, help you!"

Diff: 3 Type: ES Objective: LO 8.3

36 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 9 Finding and Evaluating Business Information 1) Which of the following is TRUE of workplace research?

A) Its starting point is a topic.

B) The goal of most workplace research is for the researcher to learn.

C) Employers will expect you to have all the information you need at your fingertips.

D) You will need to find appropriate sources.

E) It requires skills completely different from those used in academic research.

Answer: D Explanation: Many of the skills that you developed doing academic research will be useful for workplace research. Both types require you to identify research questions, find appropriate sources, extract the right information, combine it with information from other sources, and present it in a useful format. Workplace research typically starts with a specific question or problem and the aim of the research is to find, analyze, and organize information that will help answer the question or solve the problem.

Diff: 2 Type: MC Objective: LO 9.1 2) Which of the following is TRUE of academic research?

A) The goal of most academic research is for the researcher to learn.

B) Its starting point is typically a specific question or problem.

C) The aim of the research is to find, analyze, and organize information that will solve a problem.

D) The skills required for it are not applicable to workplace research.

E) It in no way prepares you for the research you will need to do in the workplace.

Answer: A Explanation: Many of the skills that you developed doing academic research will be useful for workplace research. Both types require you to identify research questions, find appropriate sources, extract the right information, combine it with information from other sources, and present it in a useful format. Academic research typically starts with a topic. You need to focus on that topic, identify a research question, and then structure the research. The goal of most academic research is for the researcher to learn.

Diff: 2 Type: MC Objective: LO 9.1

1 .

3) Which of the following is TRUE? A) Business research shouldn't follow a structured process.

B) The biggest challenge in business research is starting with a general topic and developing a research question.

C) Understanding exactly what you are looking for and where to look for it will benefit you in business research.

D) In business research, once you find data your work is done.

E) In business research, you can depend upon the credibility of all your sources.

Answer: C Explanation: Because most business research starts with a specific question or problem, you will have an advantage over someone writing an academic paper who starts with a general research topic and needs to develop a research question. However, you will still benefit from following a structured process that helps you understand what you are looking for and where to look for it. Once you find the data, you need to evaluate whether the information is useful.

Diff: 1 Type: MC Objective: LO 9.1 At your company a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. The boss is interested and asks you to research and recommend a service provider.

4) Which of the following best articulates the research question you have been asked to explore?

A) Is it fair to make entry-level employees do this additional work?

B) How much will it cost to outsource the work we are currently doing in-house?

C) Which outsourcing service provider would be the best for us?

D) Is outsourcing the best solution to our problem?

E) Why aren't our entry-level employees responsible enough to get this work done themselves?

Answer: C Explanation: Your boss is frustrated at the work being done poorly, late, or not at all and likes your suggestion about outsourcing. The boss asks you to find the best service provider to which you can outsource this work.

Diff: 3 Type: MC Objective: LO 9.1

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5) As you prepare to analyze the research question and topic, which of the following would be your best first move?

A) considering whether there are options other than outsourcing this work B) asking entry-level employees how they feel about doing these tasks C) calling a few outsourcing service providers to get quotes from them D) finding out whether any of your competitors outsource this kind of work E) comparing the specific terms of a few different outsourcing service providers Answer: A Explanation: Your boss asked you to pick the best service provider to outsource your office work to, which assumes that outsourcing this work is the most efficient and cost-effective solution for you. Perhaps a different solution might be better. Broadening your research questions to determine whether outsourcing is the best choice for you makes the most sense.

Diff: 3 Type: MC Objective: LO 9.1 6) You decide to do some background research on the topic of outsourcing to broaden your general understanding of the topic and help structure your research. Which of the following questions addresses the context and structure of outsourcing service providers?

A) When and why did outsourcing first develop?

B) How has outsourcing evolved over time?

C) What types of outsourcing service providers exist?

D) How does outsourcing fit into the larger system of our workplace and tasks?

E) How do typical outsourcing service providers compare and contrast?

Answer: D Explanation: The three types of background questions concern history, context and structure, and categories. The only question that addresses the context and structure of outsourcing is this one.

Diff: 2 Type: MC Objective: LO 9.1 7) Doing background research on your topic ________.

A) is not advised for business research B) is only necessary for academic research C) is vital, since you are required to include it in your final presentation D) can help you structure your research E) should not include information about your topic's history Answer: D Explanation: It is important to understand your general topic. Background research helps you understand your topic's history, context and structure, and categories. You may not directly include the results of this background research in your final presentation, but gaining a broader background understanding of your topic can help you structure your research.

Diff: 2 Type: MC Objective: LO 9.1

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8) When doing background research on your topic, asking, "What else exists that serves similar purposes?" is a question about the topic's ________.

A) categories B) history C) popularity D) appeal E) context and structure Answer: E Explanation: The three groups of background research questions are history, context and structure, and categories. This question deals with the context and structure of the topic.

Diff: 2 Type: MC Objective: LO 9.1 9) Doing background research to broaden your understanding of your topic's history, context and structure, and categories is part of which aspect of determining what information you need?

A) analyzing the research question and topic B) identifying audience concerns and needs C) establishing scope of the research D) defining research activities E) developing a work plan Answer: A Explanation: Before doing in-depth research to explore your specific research questions, it is important to understand your general topic.

Diff: 2 Type: MC Objective: LO 9.1 10) Which of the following questions is NOT used to identify audience concerns and needs?

A) Who is the primary audience?

B) Who else might be affected by this problem or decision?

C) What sources will your audience expect you to consult?

D) What questions will your audience expect you to answer when you present the research?

E) When and why did my topic first develop?

Answer: E Explanation: Taking the time to analyze your audience and other stakeholders enables you to consider the problem from their point of view and identify concerns that you will need to address. This question is one used for background research of your topic, while the other choices all address your audience and stakeholders.

Diff: 1 Type: MC Objective: LO 9.1

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11) At your company a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. The boss is interested and asks you to research and recommend a service provider. In this research project, who is your primary audience?

A) your company's entry-level employees B) your boss C) your company's upper management D) the outsourcing service providers E) yourself Answer: B Explanation: Your boss asked you to research and recommend an outsourcing service provider, so the boss is your primary audience. Some of the other choices are your secondary audience or stakeholders.

Diff: 2 Type: MC Objective: LO 9.1 12) Your supervisor recently expressed disappointment that no one in your department was participating in the company's new volunteer initiative, which encourages employees to "adopt" causes they care about and donate time and resources to help them. You decide to research some options–including a mentoring program at a local high school and a recreational centre at a nearby seniors' facility–so you can discuss them with your team and hopefully convince them to join the program with you. In this case, your primary audience is ________.

A) your supervisor B) your department C) your team members D) the high school students E) the seniors Answer: C Explanation: Your team members are your primary audience, as they are the people to whom you will present your findings and ask to select which, if any, group they would like to adopt.

The other choices represent your secondary audience and stakeholders.

Diff: 2 Type: MC Objective: LO 9.1

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You are working on your first research project at a new job and discuss your work to date with a colleague who has been at the company for five years.

13) Your colleague tells you that one of your sources will not be highly regarded by the professional audience to whom you will present, and advises you to omit it. To which source is your colleague most likely referring?

A) The New York Times B) The Toronto Star C) Statistics Canada D) Wikipedia E) Journal of Occupational and Organizational Psychology Answer: D Explanation: A professional audience will not consider a general and nonvalidated source like Wikipedia to be professional or highly credible.

Diff: 1 Type: MC Objective: LO 9.1 At your company a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. The boss is interested and asks you to research and recommend a service provider.

14) Which of the following would most likely be considered a secondary source?

A) talking to the entry-level employees about why the duties are not being properly executed B) surveying other companies who outsource the kinds of duties you are looking to outsource C) reading a journal article about the perceived versus actual cost effectiveness of outsourcing D) discussing the situation with your boss E) speaking to outsourcing service providers about some options Answer: C Explanation: Secondary sources are the results of other people's research found in articles, books, or research reports, usually written by the researchers themselves. Primary sources provide raw data and tertiary sources synthesize material from secondary sources, framing them for general users. Tertiary sources include encyclopedias, textbooks, and the results of most standard web searches.

Diff: 3 Type: MC Objective: LO 9.1

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15) Which of the following is an example of a primary source?

A) the website of an outsourcing service provider that you are considering B) a Wikipedia article about the popularity of outsourcing C) a journal article about the impact of outsourcing on a company's bottom line D) a research report discussing the effects of outsourcing on the overall economy E) a textbook chapter about the ethical implications of outsourcing Answer: A Explanation: Primary texts–such as texts written by the subjects you are researching–are another form of primary research. So, the website or marketing materials of the various outsourcing providers you are evaluating are considered primary sources.

Diff: 3 Type: MC Objective: LO 9.1 16) ________ sources are books and articles that synthesize material from ________ sources, framing them for general readers.

A) Primary; secondary B) Secondary; tertiary C) Tertiary; primary D) Primary; tertiary E) Tertiary; secondary Answer: E Explanation: Tertiary sources include encyclopedias, textbooks, online tools like Wikipedia, and the results of most standard web searches.

Diff: 2 Type: MC Objective: LO 9.1 17) Which of the following statements is NOT true?

A) Primary sources provide raw data.

B) Primary sources include surveys and interviews.

C) Primary sources include texts written by the subjects you are evaluating.

D) Primary sources are either qualitative or quantitative.

E) Primary sources include research reports written by the researchers themselves.

Answer: E Explanation: Secondary sources are the results of other people's research. You may find this research in articles, books, or research reports, usually written by the researchers themselves.

Diff: 3 Type: MC Objective: LO 9.1

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18) The last step before beginning your research is to ________.

A) identify audience concerns and needs B) develop a work plan C) define research activities D) analyze the research question and topic E) establish the scope of the research Answer: B Explanation: The last step before beginning your research is to develop a work plan to help you track your progress over time and ensure you meet any deadlines.

Diff: 2 Type: MC Objective: LO 9.1 19) The work plan ________.

A) is created before you establish the scope of your research B) involves setting the limitations of your research C) must not be modified as you find alternative solutions to your problem D) does not need to be organized sequentially by due date E) should not include space for recording results Answer: D Explanation: The last step before beginning your research is to develop a work plan. At this point you will have already established the scope of your research, which allows you to define the limitations of your research. It can be modified as you discover new information, does not need to be organized by due date, and creates space for results to help you organize your final report.

Diff: 3 Type: MC Objective: LO 9.1 20) To be an efficient researcher you need to do all of the following EXCEPT A) evaluate your sources for credibility.

B) use a library or bookseller to find relevant books.

C) use only Google for web-related content.

D) follow leads in good sources.

E) use an online database or index to find articles from print publications.

Answer: C Explanation: Using only Google when conducting research is a short-sighted approach, since you will not be able to find all the information you need through a web search and many sources you do find will not be relevant or useful.

Diff: 2 Type: MC Objective: LO 9.2

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21) Ali's boss asks Ali to track down some books for their team's research project that can be consulted without purchase. Which would be the most likely place Ali should look?

A) Amazon.ca B) LexisNexis C) Yahoo Finance D) Google Scholar E) Borders.com Answer: D Explanation: Only Google Scholar does not require a fee.

Diff: 2 Type: MC Objective: LO 9.2 22) In your research you consult Hoover's, IBIS World, and Standard & Poor's. This means that you are searching through ________.

A) the web B) libraries' paper holdings C) books available for purchase D) abstracts of articles available at a particular library E) corporate and industry research reports Answer: E Explanation: Online business research tools like these search through corporate and industry research reports from various sources to find company, industry, and market data.

Diff: 2 Type: MC Objective: LO 9.2 23) When you type into a basic search engine like Google, Bing, or Yahoo, the sites that appear at the top or on the side of the results page are usually ________.

A) those that are most frequently accessed B) those whose organizations have paid to be featured in the results C) those that most closely match your search terms D) those that are least relevant to your search E) those that you have visited before Answer: B Explanation: The sites that appear at the top or on the side of the results page are usually those that paid to be there. The main body of the results page begins with sites that are frequently accessed or most closely match your search terms. As you go further into the list, the results are likely to be less relevant.

Diff: 2 Type: MC Objective: LO 9.2

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24) You enter the phrase flex-time schedule into Google and get about 313,000 results. Trying your search again, this time with quotation marks around your phrase, and entering "flex time schedule" ________.

A) should not be done if you need an exact match B) will likely dramatically increase the number of results C) will result in a list of resources including that identical phrase D) will yield results that include any of those three words anywhere on the page E) will reduce the number of results by excluding words from your search Answer: C Explanation: If you need an exact match, put quotation marks around your key word or phrase.

This will only search for sites with this exact phrase, not sites that include any of those three words anywhere on the page. This should result in fewer, more meaningful results.

Diff: 2 Type: MC Objective: LO 9.2 25) Putting quotation marks around the search phrase you enter in a search engine should likely ________.

A) yield fewer results, which will be more relevant to your search phrase B) yield fewer results, which will be less relevant to your search phrase C) yield more results, which will be more relevant to your search phrase D) yield more results, which will be less relevant to your search phrase E) have no effect whatsoever on the number or relevancy of results Answer: A Explanation: Quotation marks around your search phrase limits your results to resources that include the exact phrase within quotes. This eliminates all the resources that merely include the words in your phrase anywhere on the page. These random instances of the words in your search are less relevant to your topic than those that include exact matches.

Diff: 2 Type: MC Objective: LO 9.2 26) If you perform a search using both of the following phrases "health insurance plans" and "freelance workers," the search engine will ________.

A) give you sites that include either exact phrase B) only give you sites that include both exact phrases C) give you sites that include any of these five words anywhere on the page D) only give you sites that include all five of these words anywhere on the page E) only give you sites that include the first phrase and exclude the second Answer: B Explanation: If you want to find results that contain information about health insurance plans and freelance workers, perform a search using both phrases, each in its own set of quotation marks.

Diff: 2 Type: MC Objective: LO 9.2

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27) Using the search string "cake recipe" - "egg" in a search engine would yield results about ________.

A) eggs that are not cake recipes B) cake recipes that mention eggs C) cake recipes or eggs, but not both D) cake recipes that do not mention eggs E) excluding cake from one's diet Answer: D Explanation: Using the minus (-) symbol before a search term tells a search engine to exclude pages that mention the term.

Diff: 2 Type: MC Objective: LO 9.2 28) When you conduct a search in most web search engines, you can use ________ as a wild-card symbol within a phrase to represent an unknown word.

A) a question mark (?)

B) a capital W (W) C) an asterisk (*) D) an ampersand (&) E) a minus symbol (-) Answer: C Explanation: For example, if you would like to find web pages about companies that have selected the learning management system Plateau, you could use the search "* selects Plateau."

This search will yield web pages that include this short sentence, no matter what the first word is.

Diff: 2 Type: MC Objective: LO 9.2 29) The web search "* adopts flex-time schedule" would yield which of the following results?

A) "Value-Mart adopts flex-time schedule" B) "Flex-time schedule adopted by Vandelay Industries" C) "Many firms leery of adopting flex-time schedule" D) "Office World implements flex-time schedule" E) "Flex-time schedule adopted by more and more firms" Answer: A Explanation: When you conduct a search in most web search engines, you can use an asterisk (*) as a wild-card symbol within a phrase to represent an unknown word. This search will yield web pages that include the short sentence "(blank) adopts flex time schedule," no matter what the first word is. Only this choice includes this exact short sentence.

Diff: 2 Type: MC Objective: LO 9.2

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30) Boolean operators ________.

A) act as placeholders for unknown words in a search phrase B) must be spelled out using lowercase letters C) are used to search for an exact match of a word or phrase D) can help expand or reduce your search results E) use symbols like "*," "#," and "&" along with key words Answer: D Explanation: In many search engines you can use the words AND, OR, and NOT, in ALL CAPS. These are called Boolean operators after mathematician George Boole, and can be used along with key words to expand or reduce your search results.

Diff: 2 Type: MC Objective: LO 9.2 31) All of the following are ways to reduce the number of results in a web search EXCEPT A) putting quotation marks around your search phrase.

B) adding more words to your search phrase.

C) excluding words from your search with a minus sign.

D) using the Boolean operator AND. E) using synonyms or alternative wordings.

Answer: E Explanation: If as you search the web you pay attention to terms that are frequently used to discuss your subject, you can conduct web searches with those terms to find additional results.

Diff: 3 Type: MC Objective: LO 9.2 32) The ________ process is designed to ensure that articles in academic journals are accurate and honest.

A) random sample B) peer review C) primary source D) scope limitation E) survey population Answer: B Explanation: Articles in academic journals offer the advantage of being written and peer reviewed by professionals in the field.

Diff: 1 Type: MC Objective: LO 9.2

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33) Searching articles in online databases like LexisNexis ________.

A) bears little resemblance to searching the web B) is possible only if you personally purchase a subscription C) allows you to search more sources, though most are less reliable than web pages D) lets you specify that you only want articles that are peer reviewed E) gives you access to article abstracts but never the full texts of the articles themselves Answer: D Explanation: Searching for articles in these databases resembles searching the web. In addition, they allow you to limit results even further by identifying important characteristics of the articles (e.g., whether they are peer reviewed, published within a certain date range, available in full text online, etc.). Academic and public libraries and businesses purchase subscriptions to these online databases.

Diff: 2 Type: MC Objective: LO 9.2 34) Going beneath the surface of the web ________.

A) finds only information aimed at the public and consumers B) accesses free information exclusively C) requires federal search permission D) omits information in publications that require a subscription E) is done by search engines that search several online databases Answer: E Explanation: Deep web portals perform federated searches. These search engines select several very useful databases available on the web and conduct your search on those databases. They go beyond the free information available to the public and consumers to also find information aimed at professionals in publications that require a subscription.

Diff: 2 Type: MC Objective: LO 9.2 35) Which of the following performs federated searches?

A) Yahoo B) Google C) Biznar D) Bing E) AltaVista Answer: C Explanation: Biznar is a deep web portal. It selects several very useful databases available on the web and runs your search on them. It is able to search content that is often not accessible through general search engines, like those in the other choices.

Diff: 2 Type: MC Objective: LO 9.2

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36) When it comes to research, ________.

A) students should be discouraged from using books, as they are less credible than online sources B) students often shun online information sources in favour of books C) the drawback with online content is that it cannot be updated regularly D) books are valuable sources, as they are often professionally written, reviewed, and edited E) the widespread availability of online content makes books irrelevant Answer: D Explanation: Because the web contains so much information, students often neglect to search for books. However, books can be more valuable than online sources because books are often professionally reviewed, edited, and produced by reputable authors and publishing companies with established credibility.

Diff: 2 Type: MC Objective: LO 9.2 37) All of the following are advantages of looking at books in a school library EXCEPT A) they usually have the newest titles, and if they don't have a book that you want they can order it and get it for you right away.

B) if you find a book that is useful for your research, you can browse the area around it on the shelves to find similar titles.

C) librarians and faculty have determined that the books on the shelves are worthy of being in the library's collection.

D) the libraries' online catalogs allow you to do key word searches using many of the same techniques you use for a web search.

E) if your library doesn't have a book that you want you may be able to do an inter-library loan.

Answer: A Explanation: The disadvantage to school libraries is that they rarely have the newest books since it often takes a long time for a library to acquire a book.

Diff: 2 Type: MC Objective: LO 9.2 38) Which of the following questions is recommended for evaluating the authorship of a source?

A) Do other sources agree with this information?

B) Is the source published by a reputable press or is the website sponsored by a reputable organization?

C) Does the author acknowledge and respond to opposing points of view?

D) How current is this information?

E) Does the source provide a copyright?

Answer: B Explanation: To determine the reliability and relevance of a source, use the 3 As: authorship, accuracy, and age. This is the only question among the choices that addresses authorship, that is, can you trust the author and publisher?

Diff: 2 Type: MC Objective: LO 9.2

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39) Considering whether any web links are broken is involved with evaluating the source's ________.

A) accuracy B) authorship C) age D) acumen E) authority Answer: C Explanation: This issue is related to whether the information is current or still relevant, as broken web links are often associated with an outdated page.

Diff: 2 Type: MC Objective: LO 9.2 40) Which of the following questions is recommended for use in assessing the accuracy of a source?

A) How current is this information?

B) Do others frequently cite the source?

C) If your source is a website, does it identify the author?

D) Is the source published by a reputable press or is the website sponsored by a reputable organization?

E) Are there broken links?

Answer: B Explanation: You can find out if others frequently cite the source by using a citation index like Google Scholar (scholar.google.com).

Diff: 2 Type: MC Objective: LO 9.2

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You work in a small office of fewer than 20 employees that has no dedicated IT staff. As the resident tech expert, you are called on to deal with computer issues and tech-related decisions.

Lately this has been taking up more of your time and you feel it is no longer an efficient arrangement. You speak to your boss about contracting with an IT company to oversee these needs, and tells you to research some options.

41) You find a website with some interesting information about your topic. The author is a well-known expert in the field. There is some useful data, for which the author has taken care to provide citations. There are also some promising looking links, but when you click on them they are broken. You check the last-updated date and see that it is almost a year ago. What is your evaluation of this source?

A) This source should be cited in your report, as it amply meets all 3 A's.

B) This source has some accuracy issues so it should not be cited.

C) This source is not terribly recent, but given the nature of your research it is acceptable.

D) This source fares well as to authorship and accuracy, but it is not current enough to be cited for a technology project.

E) This source is problematic regarding all 3 A's.

Answer: D Explanation: This is a technology project, so the material needs to be very current. Broken links are a tip-off that the page is outdated, and this is confirmed by the last-updated date. The authorship is top-notch, and citations for data indicate an accurate source.

Diff: 3 Type: MC Objective: LO 9.2 42) You find a website with some interesting information about your topic. The author is a well-known expert in the field. There is some useful data, for which the author has taken care to provide citations. There are also some promising looking links, but when you click on them, they are broken. You check the last-updated date and see that it is almost a year ago. Which of the following is an accurate assessment of this source, following the 3 A's?

A) The broken weblinks suggests that the page may be outdated.

B) The author's qualifications are questionable.

C) The author expects you to take their word for the data.

D) The source seems irrelevant to your problem.

E) The last-updated date indicates a very current source.

Answer: A Explanation: Broken links suggest an outdated page, as does a last-updated date of more than a year ago. The author is a well-known expert, lending their credibility. The author supports the accuracy of the data with citations. You find the website interesting, which attests to its relevance to your topic.

Diff: 2 Type: MC Objective: LO 9.2

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43) Which of the following is an example of primary research?

A) interpreting the results of a published survey of consumers B) interviewing consumers about what appeals to them in a product C) searching a database for articles about consumer spending patterns D) googling to find data on trends in consumer behaviour E) watching a documentary about how the recession has affected consumer spending Answer: B Explanation: Each of the three types of primary research–survey, interview, and observation–is widely used in business.

Diff: 1 Type: MC Objective: LO 9.2 44) Quantitative research ________.

A) uses open-ended questions B) uses observations to gather data about attitudes C) is research that provides insights into attitudes, values, and concerns D) allows you to classify, count, and compare data to identify patterns E) provides insight into concerns through interviewing research subjects Answer: D Explanation: All the other options pertain to qualitative research. Quantitative research is research that relies on numerical data, such as that gathered from structured survey responses to which you can assign numbers.

Diff: 2 Type: MC Objective: LO 9.2 45) ________ uses a predetermined list of questions to collect a structured set of information from a selected audience.

A) Sample instrument B) Survey research C) Interviewing D) Observational research E) Tertiary research Answer: B Explanation: The list of questions is known as the survey instrument. A survey allows you to compare the number of participants who respond in different ways.

Diff: 1 Type: MC Objective: LO 9.3

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46) You are researching solutions to a problem at your business and it appears that the in-depth research that you want has not already been done. In this situation, ________.

A) shutting down the research project is your only choice B) performing tertiary research is required C) composing a survey to elicit this information yourself is an option D) interviewing experts in the field is not a choice E) conducting primary research is not recommended Answer: C Explanation: If there is research you want that no one else has yet performed, you may decide to do primary research to get this information. This could entail composing a survey, interviewing experts, or conducting observational research.

Diff: 2 Type: MC Objective: LO 9.3 47) The audience from whom you want to collect survey responses is your ________.

A) survey population B) sample C) convenience sample D) targeted sample E) random sample Answer: A Explanation: Oftentimes, you cannot survey the entire population because there are simply too many people to contact. In these cases, you can identify a sample or a representative portion of your population. Different kinds of samples can be used for different purposes, and include a convenience sample, a targeted sample, and a random sample.

Diff: 1 Type: MC Objective: LO 9.3 48) A sample is random when ________.

A) members are selected based on the ease with which they can participate in the survey B) every member of the population has an equal chance of being selected C) members are restricted to a specific subset of the population D) some members of the population are more likely to be selected based on specific criteria E) some members of the population are less likely to be selected based on specific criteria Answer: B Explanation: If you need to generalize to everyone, the best alternative is to use a random sample selected broadly from all available members of the population you want to study.

Diff: 2 Type: MC Objective: LO 9.3

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Employee turnover is increasing at your company. Morale is low and the situation is becoming more costly each day. The company is unsure as to the causes of this dissatisfaction, but wants to determine them so they can be remedied before things get worse. Upper management decides to do a survey to assess employee satisfaction and determine the areas that are most in need of change. The early thinking is to survey all 10,000 of its employees, including those overseas, to demonstrate how serious the company is about its commitment to improving the satisfaction of all its employees.

49) The original idea is to survey every employee in the entire company, including those overseas. This would mean you would be surveying ________.

A) the entire population B) a sample C) a convenience sample D) a targeted sample E) a random sample Answer: A Explanation: The audience from whom you want to collect survey responses is your survey population. If you can't survey the entire population you can identify a sample or a representative portion of your population to survey.

Diff: 1 Type: MC Objective: LO 9.3 50) You are part of the team working to create the survey. The recommendation to your team is that the surveys be conducted face-to-face or over the phone to increase the likelihood that participants will respond. Your team finds this approach problematic for your situation for a number of reasons. Which of the following is likely NOT one of these reasons?

A) Participants will be unable to ask clarifying questions during the survey.

B) The geographic distribution of employees could make this difficult to achieve.

C) Conducting these surveys for all the employees in the company would be time-consuming.

D) Researchers would have to manually record the results of surveys or enter them in spreadsheets.

E) Dedicated researchers would be needed to administer these types of surveys.

Answer: A Explanation: In a live conversation, participants actually would be able to ask clarifying questions during the survey. The other choices are all issues related to administering such a time-consuming type of survey to a large group of people who are geographically disparate.

Diff: 2 Type: MC Objective: LO 9.3

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51) Given your company's particular situation, which of the following options would likely be the best choice?

A) doing telephone surveys with a targeted sample B) doing face-to-face interviews with a convenience sample C) doing a print survey with a random sample D) doing an online survey with the entire population E) doing an email survey with a random sample Answer: D Explanation: The company wants to get feedback from all its employees, both to get to the root of the problem and to demonstrate its commitment to improving things for everyone at the company. However, for a company as large and geographically disparate as this one, telephone or face-to-face interviews would be too difficult logistically and financially. Selecting a targeted sample would not be appropriate, as there is no indication that a certain segment of the employees is dissatisfied. A convenience sample would not be appropriate either, as it would be likely to give results that are specific to the locations/jobs of its members. And while a random sample could work, it would not give the message that the company wants to send. So, of these choices, a web survey of all the employees makes the most sense. There are no costs for distribution of the survey (unlike a print survey), it can be accessed by anyone, anywhere (without the need for a researcher and respondent to be together), and the wealth of results and data could likely be tabulated and analyzed automatically. Some encouragement to get the employees to actually participate may be necessary, but that, and the possible expense for a survey tool, can be justified by the large problem the company wants to solve and the message it wants to send.

Diff: 3 Type: MC Objective: LO 9.3 52) Which of the following is one of the advantages of email surveys?

A) Are easy to disseminate and to access.

B) Require researchers to enter results into a spreadsheet or tabulate them manually.

C) Allow participants to ask clarifying questions with instantaneous responses.

D) Increase likelihood that participants will respond because you contact them personally.

E) Project a professional image and as a result may encourage participants to respond.

Answer: A Explanation: Advantages of selecting email as the medium for survey questions include the following. Email surveys are easy to disseminate and to access. They allow participants to contact the researcher with questions through a link in the email, and they cost little or nothing to distribute. The other options listed are either advantages or disadvantages of other types of mediums for survey questions.

Diff: 2 Type: MC Objective: LO 9.3

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53) To ensure survey questions are clearly written and effective, you should ________.

A) write ambiguous questions so they can be interpreted many ways B) avoid showing examples of survey question formats so you do not confuse participants C) always use open-ended questions D) identify the criteria the participant will use for their response E) never mix question types or format on the survey; stick with one format, such as multiple choice Answer: D Explanation: Avoid ambiguous questions that can be interpreted in multiple ways. For instance, do not ask “How would you rate the learning management systems?” because you will have no way of knowing what criteria the respondent is using for the rating. To fix this problem, identify the criteria for their responses, such as, “How would you rate the effectiveness of the online training you have taken compared to traditional face-to-face training?” To ensure your survey questions are effective, you can pilot test them with a focus group before distributing the survey.

Your survey may include a variety of question formats, or you might find that one format works well.

Diff: 2 Type: MC Objective: LO 9.3 54) Mandy is conducting a survey and the primary goal is making sure that survey participants actually respond. Which survey medium would be best for Mandy?

A) mail surveys B) web surveys C) telephone surveys D) email surveys E) Participants are just as likely to respond in any of these mediums.

Answer: C Explanation: Face-to-face and telephone surveys increase the likelihood that participants will respond due to the personal contact, so this choice best meets Mandy's primary goal.

Diff: 2 Type: MC Objective: LO 9.3 55) The ________ is the number that appears most frequently in a distribution.

A) median B) mode C) mean D) range E) total count Answer: B Explanation: The median is the most central number in a data set, the mean is the sum of the terms divided by the number of terms, the range is the difference between the largest and smallest terms, and the total count is the number of terms in the set.

Diff: 1 Type: MC Objective: LO 9.3

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56) Satisfaction Ratings: {6, 3, 6, 6, 9, 1, 4} What is the range of the satisfaction ratings reported above?

A) 4 B) 5 C) 6 D) 7 E) 8 Answer: E Explanation: The range is the difference between the largest and smallest terms in a data set. In this case, it is 9 - 1 = 8.

Diff: 2 Type: MC Objective: LO 9.3 57) Interviews ________.

A) must take place between exactly two people B) do not give the researcher the opportunity to delve deeply into answers C) limit participants to predefined responses D) can be done by email E) are less time consuming than surveys Answer: D Explanation: An interview is a discussion between two or more people, usually in a question-and-answer format. You can conduct an interview by email, especially if you have only a few questions. While interviews are more time consuming than surveys, interviews allow you to get richer, more detailed information because interviewees are not limited to predefined responses.

Diff: 2 Type: MC Objective: LO 9.3

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58) An interview guide is a plan of action for the interview that outlines the questions you will ask. Writing down the questions and providing them to the interviewees before a face-to-face interview ________.

A) is not a good idea, as the interviewees do not have a lot of time to read these before the interview B) allows the interviewees to organize their thoughts and collect examples before the interview begins C) can be simple and easy, just send it in draft format and don't worry about spelling errors because you will probably have to ask questions that are not on the list anyhow D) may save you time, as the interviewees will probably just answer the questions and send them back to you via email E) may anger the interviewees as they will feel you are pushy and wasting their time Answer: B Explanation: An interview guide is a plan of action for the interview that outlines the questions you will ask. Writing down the questions ensures that you will not forget something important.

You may want to construct the interview guide so that you have room for taking notes. You may also want to provide the interviewees with the list of questions before the interview. Doing so allows them to organize their thoughts and possibly collect examples or additional information that they would not have readily available at your scheduled interview.

Diff: 2 Type: MC Objective: LO 9.3 59) When conducting a face-to-face research interview, ________.

A) it is a good idea to correct the interviewee if they state their opinions as facts B) it is a situation of you being on the offensive and the interviewee being on the defensive C) do not describe your research again in person when you have already provided the foundational information in an email D) talk fast to cover a lot of questions as your interviewee does not have a lot of time E) be flexible; if an answer triggers a question that is not on your interview guide, ask it Answer: E Explanation: Be flexible. If an answer triggers a question not on the guide, ask it. For example, if the people you are interviewing comment about slow response from the technical support department, ask if that was a pattern or how the slow response time affected the company. Do not argue. Your interviewees may make incorrect statements or state opinions as facts. Instead of correcting them or arguing the point, probe more deeply to understand why they hold that opinion. Putting your interviewee on the defensive may make them less willing to share knowledge with you.

Diff: 2 Type: MC Objective: LO 9.3

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60) Observational research ________.

A) is usually done in a question-and-answer format B) collects a structured set of information from a selected audience C) offers advantages over self-reported data from surveys and interviews D) requires that you depend upon memory, as you should not write down information during the observation E) should never be recorded Answer: C Explanation: When people describe and evaluate their past experiences in a survey or interview, their reports may be inaccurate. Direct observation of actual behaviour can give you much more accurate results.

Diff: 2 Type: MC Objective: LO 9.3 61) Which of the following statements is NOT true regarding finding research that contradicts your position?

A) It is ethically sound to ignore the contradiction and maintain your original position.

B) You have an ethical responsibility to include all relevant information in your report.

C) One ethical option is to modify your position.

D) You can concede the fact and explain why it does not undermine your position.

E) You can eliminate the aspect of your report that is contradicted and stress other arguments instead.

Answer: A Explanation: You may find it tempting to report only research that supports the position you want to argue. However, if you find information that contradicts your position, you have an ethical responsibility to address it in your report.

Diff: 2 Type: MC Objective: LO 9.3 62) How can social media be used in your research?

A) It can help you meet a lot of people and improve your network in professional social platforms such as LinkedIn. B) It can help you find experts and other useful sources not published through books or articles.

C) It can help you find contradictory evidence to share in contrast to your research findings.

D) It helps your research findings appear ethical, truthful, and factual.

E) It allows you to connect with people from various cultures who may be living in different countries.

Answer: B Explanation: Social media resources can extend your research in gathering information.

Consider the following possible ways that blogs, tweets, online videos, and slide-sharing sites can contribute to your research: 1) Help you find experts and other useful sources not published through books or articles; 2) Allow you to request information through surveys and question-and-answer sites; 3) Give you a platform for conducting primary research by collecting anecdotal evidence (evidence from people’s experiences) that may be scientifically valid or representative but may still provide insight into your topic.

Diff: 1 Type: MC Objective: LO 9.4 24 .

63) You may wish to gather anecdotal evidence during your research. It may be useful because ________.

A) it is verifiable and scientific evidence B) it can be excellent sources of testimonials or complaints C) it can replace other types of research, making your research easier to conduct D) it is a great way to share factual evidence quickly E) it comes from a reputable source Answer: B Explanation: Anecdotal evidence come from subjective reports or stories that people tell. While they are not scientific or verifiable evidence, you may find accounts of other people's experiences useful in your research. In social media sources, social reviews, such as consumer-generated product reviews on sites like Amazon, provide a wealth of anecdotal information about products you may be researching. You can also find anecdotal evidence in blogs, microblogs, and videos, all of which can be excellent sources of testimonials or complaints about a product.

Diff: 2 Type: MC Objective: LO 9.4 64) Building your reference list as you research ________.

A) is an inefficient way to proceed B) is impossible in light of the prevalence of online research C) will ensure that you can find the information when you need it again D) is recommended unless you are using a software program to organize sources E) will waste time as you prepare your final report Answer: C Explanation: The process of organizing research results is continual, starting from your first research effort. As you collect sources, record all the information you need to prepare a reference list. This will ensure that you can find the information when you need it again and save time as you prepare your final report.

Diff: 2 Type: MC Objective: LO 9.5 65) Software programs like RefWorks and Google Scholar ________.

A) can only format citations in APA style B) cannot format citations in MLA style C) can save source information and reformat references in different style formats D) require you to do the formatting of citations E) only format in Chicago style, as that is preferred in business Answer: C Explanation: Several software programs are available to organize citations and sources. These programs prompt you for information and then format your references in any one of several styles, including APA style, MLA style, and Chicago style. If you use the same sources for multiple projects, you can save the sources and reformat the references in any of the output formats.

Diff: 1 Type: MC Objective: LO 9.5 25 .

66) You should organize your findings by ________.

A) the source of information B) the research questions C) print versus online sources D) the chronological order in which you found them E) alphabetical order Answer: B Explanation: Inexperienced researchers often make the mistake of organizing their research by the source of information. While you might first record information in that way, you will find it more useful to synthesize information from various sources as you work through the research process.

Diff: 2 Type: MC Objective: LO 9.5 67) The goal of most academic research is for you—the researcher—to learn.

Answer: TRUE Explanation: The goal of most workplace research is to find, analyze, and organize information that will help answer the specific question or problem that sparked the research.

Diff: 1 Type: TF Objective: LO 9.1 68) Academic research and workplace research have nothing in common.

Answer: FALSE Explanation: While they differ in their starting places and goals, academic and workplace research both require a number of the same skills.

Diff: 2 Type: TF Objective: LO 9.1 69) Before doing in-depth research to explore your research questions, it is important to understand your general topic.

Answer: TRUE Explanation: Doing background research on your topic will help you understand your topic's history, context and structure, and categories.

Diff: 1 Type: TF Objective: LO 9.1 70) Instead of just investigating which new computers your company should buy, you decide to also explore options like leasing equipment or upgrading your current machines. This means that you have narrowed down your research questions.

Answer: FALSE Explanation: You have actually broadened your research question if your original research question was "Which new model of computers should we buy?" and it becomes something like "Would new computers be the most effective solution for our company?"

Diff: 2 Type: TF Objective: LO 9.1 26 .

71) If you use a search engine like Bing, you can find specialized content on the web that is often not accessible through a general search engine.

Answer: FALSE Explanation: Bing is a general search engine that searches through the web to find publicly available content. To find specialized content you should use a deep web search engine like science.gov or Biznar.com.

Diff: 2 Type: TF Objective: LO 9.2 72) To find books available for purchase you can search University of Alberta NEOS or Queen's University QCAT. Answer: FALSE Explanation: These online library catalogs search their own paper and electronic holdings to find books and other publications available at that particular library. To find books available for sale you could search Amazon.ca or Chapters.ca.

Diff: 1 Type: TF Objective: LO 9.2 73) When using a basic search engine like Google or Yahoo, one tip for narrowing your results is to add more words to the search phrase.

Answer: TRUE Explanation: Think of words that you believe must be included on a web page that is relevant to your research, and add those words to your search. Keying in relevant words in addition to your search phrase will give you only sites that include both phrases, thus getting you closer to your goal.

Diff: 2 Type: TF Objective: LO 9.2 74) LexisNexis is an online database that allows paid subscribers to search articles from thousands of publications like newspapers, magazines, professional publications, and academic journals.

Answer: TRUE Explanation: Articles from these publications are not available through a Google search because they require a paid subscription.

Diff: 2 Type: TF Objective: LO 9.2 75) Deep web portals are unable to perform federated searches.

Answer: FALSE Explanation: Deep web portals do perform federated searches. These search engines select several very useful databases available on the web and perform your search on these databases.

Diff: 2 Type: TF Objective: LO 9.2

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76) Online information is so accessible today that books have become obsolete for research purposes.

Answer: FALSE Explanation: Books are usually written, edited, and reviewed by reputable authors and publishers, while online content can be posted by almost anyone. For this reason, books are often more valuable than online sources.

Diff: 1 Type: TF Objective: LO 9.2 77) If Rufino reads a book that is useful for the research being done, it would be a good idea for to check its bibliography to find additional resources for the research.

Answer: TRUE Explanation: If a book or article is useful to your research, the books or articles used to write it may also be helpful to you.

Diff: 1 Type: TF Objective: LO 9.2 78) On the web, you can generally feel confident about information that is published by the government and universities.

Answer: TRUE Explanation: If you are unfamiliar with an organization that publishes information that you would like to use, read more about the organization to determine whether it is respected by others and considered reputable.

Diff: 1 Type: TF Objective: LO 9.2 79) A peer reviewed article is usually a source you can trust to be accurate.

Answer: TRUE Explanation: If a text has been reviewed by other experts before publication, the result is likely to be more accurate.

Diff: 1 Type: TF Objective: LO 9.2 80) Learning how difficult it will be for users to learn a new software program by watching them perform tasks on it and noting any issues that need to be addressed is an example of observational research.

Answer: TRUE Explanation: If you observe users in action rather than asking them how difficult the process is, this is observational research.

Diff: 1 Type: TF Objective: LO 9.3

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81) A targeted sample is selected broadly from all available members of the population you want to study.

Answer: FALSE Explanation: This is the definition of a random sample. A targeted sample is one that consists of only specific people from the group you are studying.

Diff: 1 Type: TF Objective: LO 9.3 82) While face-to-face surveys increase the likelihood that participants will respond because of personal contact, they are time-consuming to conduct.

Answer: TRUE Explanation: All survey mediums have advantages and disadvantages.

Diff: 1 Type: TF Objective: LO 9.3 83) The mean of these scores (9, 8, 7, and 6) from four customers who rated their satisfaction on a 10-point scale is 9.

Answer: FALSE Explanation: The mean is the average, which is derived by adding all responses and dividing the sum by the number of responses.

Diff: 2 Type: TF Objective: LO 9.3 84) An interview should always be done face-to-face in order to be effective.

Answer: FALSE Explanation: An interview is two or more people, usually in question-and-answer format. The interviewer asks questions and records the interviewee's responses. You can conduct an interview by email, especially if you have only a few questions.

Diff: 1 Type: TF Objective: LO 9.3 85) Under Canadian copyright law and the concept of fair dealing, there are some circumstances in which you may include brief quotations from others' work in your reports and presentations.

However, if you plan to draw heavily from someone else's text, it is safest to receive written permission from the copyright owner.

Answer: TRUE Explanation: It is important to respect intellectual property and cite sources and obtain permission when necessary.

Diff: 1 Type: TF Objective: LO 9.3

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86) When you interview people they usually do not care how the information will be used, so there is no reason to tell them how you plan to use the information.

Answer: FALSE Explanation: When you interview or survey people, you have a legal and ethical obligation to let participants know how you plan to use the information and if they may experience any negative consequences from the way you use the data.

Diff: 1 Type: TF Objective: LO 9.3 87) Social media encourages two-way communication by offering many opportunities to ask questions and get quick responses.

Answer: TRUE Explanation: For example, you can use LinkedIn Groups to connect with people from certain industry or with shared interests. LinkedIn Groups encourages users to post questions, take part in discussions, and connect with industry experts.

Diff: 1 Type: TF Objective: LO 9.4 88) Anecdotal evidence comes from research done by scientific firms which is verifiable research so the best type of research results to base your findings on.

Answer: FALSE Explanation: Anecdotal evidence comes from subjective reports or stories that people tell.

While they are not scientific or verifiable evidence, you may find accounts of other people's experiences useful in your research.

Diff: 1 Type: TF Objective: LO 9.4 89) As you conduct Internet research you do not need to record reference information immediately because you can come back to the webpages in a few months, after your research is finished, and record the reference information into your report or presentation.

Answer: FALSE Explanation: If you simply save a webpage to your favourites, in a few months the site may have changed, may no longer be available, or your browser or computer may have an issue and your favourites could be deleted before you get back to it to record your references. As you collect sources, record all the information you need to prepare a reference list, such as author's name, date of publication, the publication's name, the complete web address, volume and issue number, and all page numbers. This information will save you time as you prepare your final report and presentation. It will also ensure that you can find the information again when you need it.

Diff: 1 Type: TF Objective: LO 9.5

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90) Research findings should be organized by the source of information.

Answer: FALSE Explanation: This is a mistake that inexperienced researchers often make. Instead, findings should be organized by research questions, as this makes it easier to synthesize information from various sources as you work through the research process.

Diff: 2 Type: TF Objective: LO 9.5 At your company a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. The boss is interested and asks you to research and recommend a service provider.

91) Articulate the research question presented to you by your boss and discuss why you might need to broaden or narrow it.

Answer: Your boss is frustrated at the work being done poorly, late, or not at all and asks you to find the best company to which you can outsource this work. The question, "Which outsourcing company would be the best for us?" assumes that outsourcing this work is the most efficient and cost-effective solution. Perhaps a different solution might be better. Maybe the entry-level employees could be better organized so the tasks are done properly, perhaps one or more interns could be found to do this work, etc. Before you go down the road of exploring specific outsourcing service providers, broadening your research question to determine whether outsourcing is the best choice for you makes the most sense. So, you might go from "Which outsourcing company would be the best for us?" to "Would outsourcing this office work be effective for our company?"

Diff: 3 Type: ES Objective: LO 9.1 92) List some of your specific research questions and some research activities that correlate with them.

Answer: Answers will vary; some examples follow.

- Which office tasks are involved? Interview your boss, other department heads - Why aren't these tasks being performed properly? Interview entry-level employees - What other options are there for solving this problem? Survey other companies - Is outsourcing the best option? Compare options against the company's needs Diff: 3 Type: ES Objective: LO 9.1

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93) Your supervisor recently expressed disappointment that no one in your department was participating in the company's new volunteer initiative, which encourages employees to "adopt" causes they care about and donate time and resources to help them. You decide to research some options–including a mentoring program at a local high school and a recreational centre at a nearby seniors' facility–so you can discuss them with your team and hopefully convince them to join the program with you. Identify your primary audience and your analysis of their concerns and needs.

Answer: Your team members are your primary audience, as they are the people to whom you will present your findings and ask to select which, if any, group they would like to adopt. Your supervisor might hear about what you are doing, as might others in your department, so they can be considered your secondary audience. You need to think about what your audience already knows: How well has the company spread word of the volunteer initiative? Are there guidelines for participation? Is there accommodation in the regular work schedule to honour volunteer commitments? They will expect you to be able to answer questions about each volunteer opportunity: Is training required? Are special skills necessary? What tasks are involved? What kind of time commitment is involved? Your audience will expect you to consult the person at your company leading the volunteer initiative (your supervisor) and perhaps some others whose approval or accommodation will be required for this project. They will also expect you to speak to the volunteer coordinators at each program.

Diff: 3 Type: ES Objective: LO 9.1 94) Why is using general search engines not as easy as it seems?

Answer: While it is easy to just type in the word or phrase that you're looking for, finding meaningful information is challenging. For one thing, the sites that appear at the top of your search through an engine like Google or Yahoo are generally for organizations who have paid a fee to be featured there. So, while their placement may make them stand out and highlight their importance, you need to bear in mind that this doesn't mean that they are the most relevant or most widely consulted for your search terms. And searches can yield an overwhelming number of results, sometimes in the millions. While this may seem positive–wow, look how much information I can access!–how do you determine which will be relevant to you? It would be impossible to investigate them all, so you need to find ways to narrow your search. There are a number of specific tips you can use to do this, like putting quotation marks around your phrase to get an exact match for what you enter, or using Boolean operators like AND, OR, and NOT. Diff: 3 Type: ES Objective: LO 9.2

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95) You work in a small office of fewer than 20 employees that has no dedicated IT staff. As the resident tech expert, you are called on to deal with computer issues and tech-related decisions.

Lately this has been taking up more of your time and you feel it is no longer an efficient arrangement. You speak to your boss about contracting with an IT company to oversee these needs, and the boss tells you to research some options. Your first web search, technology companies, yields over 200 million results. Discuss some ways to refine this search and come up with some relevant hits.

Answer: Putting quotes around your phrase and searching for "technology companies" knocks off about 50 million hits right off the bat. Adding some additional words to your search can also narrow down your results. If you add outsourcing and search instead for "technology companies outsourcing," you narrow your results to 15 thousand. You might also use wildcards to help. If you wanted to find webpages about companies that outsource their technology needs, you could search for "* outsources technology." This search would yield webpages that include this short sentence, no matter what the first word is. You could also search for "* provides technology outsourcing" to find webpages of companies that offer these services. Using synonyms and alternative wording could also help. If in your searches you see that the terms "technology outsourcing" and "technology consulting" are used synonymously, you could search for the latter phrase to find more hits.

Diff: 3 Type: ES Objective: LO 9.2 96) Carmelo is working on a research project and does not consult any books. When the boss asks why not, Carmelo replies that books are not only unnecessary in light of all the information available online, they are undesirable as sources. Discuss this statement.

Answer: It is true that there is a wealth of information online. Researchers can search indexes of publications like the New York Times, Business Week, and many others to find any articles printed in these publications. They can also use online article databases like LexisNexis and online business research tools like Hoover's to search and access articles from thousands of publications and corporate and industry research reports and data. Deep web search engines like Biznar enable researchers to find specialized content on the web that is often not accessible through a general search engine like Yahoo or Google. However, results from web searches can produce thousands or even millions of results, so narrowing down these options to those that will be most useful and relevant can be challenging and time-consuming. Many people make the mistake of beginning and ending their research by simply Googling for all their information needs. This is a short-sighted approach since you will not be able to find all the information you need through a web search, and many of the sources you find will not be relevant or useful.

These days, many students neglect books, though books and print articles can be more valuable than online resources as they are often professionally reviewed, edited, and produced by reputable authors and publishing companies with established credibility. In contrast, anyone can post resources online about nearly anything. You will likely need to spend less time evaluating books for credibility than you would online content. The drawback with books is that they may become outdated more quickly than online content, which can be updated regularly.

Diff: 3 Type: ES Objective: LO 9.2

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97) List the three (3) criteria of authorship that help you determine whether a source is useful and what to use it for. Under each criterion, include at least two (2) questions you would ask when evaluating a source for credibility.

Answer: Evaluating sources using these criteria of authorship, accuracy, and age helps you decide whether a source is useful and what to use it for. Authorship: Can you trust the author and publisher? If your source is a website, does it identify the author? If not, it has less value to your research. Is the author an expert in this content? Is the source published by a reputable press?

Does the author provide evidence for statements or claims? Does the author cite sources for numbers, facts, or research findings? Accuracy: Can you trust the information? Was the book or article peer reviewed? Do other researchers cite the source? Do other sources agree with this information? Does the author include, acknowledge, and respectfully respond to opposing points of view? Age: Is the information current or still relevant? How current is the information? Does the source provide a last-updated date or copyright date? Are any links within the page broken (often indicating an outdated page)?

Diff: 3 Type: ES Objective: LO 9.2 98) What advantages does observational research offer over self-reported data from surveys and interviews?

Answer: When people describe and evaluate their past experiences in a survey or interview, their reports may be inaccurate. They may not completely remember what happened, or they may want to give you the answer they believe you want to hear. Direct observation of actual behaviour can give you much more accurate results.

Diff: 3 Type: ES Objective: LO 9.3 99) Discuss whether conducting primary research is preferable to using secondary research sources.

Answer: Secondary research can be quicker, easier, and less expensive. While it may take some time to narrow down and refine your search results, if the material is out there it is ultimately just a matter of finding it. Then you will need to assess it with the 3 As (authorship, accuracy, and age) to see if it is usable for your report, and if so, in what capacity. Information about a technology issue must be very current to be used to guide a purchasing decision, for example, as it must take into account the latest advances in the field. Information that is a bit less current might still be useful to you for understanding the different components of a system and their limitations, etc.

Primary research is a bigger undertaking. It requires more time and effort to conduct, and evaluate the raw data that results. But advantages are that you are assured of the accuracy, authorship, and age if you are doing it yourself. You can also focus the research to exactly your particular situation, instead of using something that is less specific to your own needs. In some cases, you won't have the time or resources to conduct primary research. In other cases, you may have no choice but to do it.

Diff: 3 Type: ES Objective: LO 9.3

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100) At the outset of your project when you define research activities for your research questions, you will know whether or not you will need to conduct primary research. Is this true?

Explain why or why not.

Answer: Research activities are the steps you will take to answer the research questions. In some cases, this will mean speaking to involved parties or consulting widely available sources.

In other cases, especially if it is a big project charting new territory, you will know that it will be necessary or preferable to conduct primary research. As you actually begin your research, though, things may change. Information that you thought you would be able to find might not actually exist in the form you need it. Information that you thought was unavailable might become accessible, or a new article, study, or research report might come out. You may need to modify your work plan as you discover new information and find alternative solutions to your problem.

Diff: 3 Type: ES Objective: LO 9.1 101) Discuss three (3) ways in which social media sources, such as blogs, tweets, online videos, and slide-sharing sites, can extend your reach in gathering information.

Answer: Social media can help you find experts and other useful sources not published through books or articles. It can allow you to request information through surveys and question-and-answer sites. It gives you a platform for conducting primary research by collecting anecdotal evidence (evidence from people's experiences) that may not be scientifically valid or representative but may still provide insight into your topic.

Diff: 2 Type: ES Objective: LO 9.4 102) Discuss three (3) strategies for taking advantage of social media in our research process.

Answer: 1) Search for experts. Many experts write and publish blogs on their topics of expertise. Reading those blogs is similar to interviewing experts; 2) Post questions to your network and beyond. Social media encourages two-way communication by offering many opportunities to ask questions and get quick responses. Posting a question on social media has many benefits. It creates an opportunity to receive an expert's consultation at no cost. It encourages networking between contacts previously unknown to each other. It extends the reach and influence of the experience of others; 3) A different approach to gathering information is conducting surveys through social networks, either by posting a survey on your company's Facebook page or by using Twitter or blogs to post links to surveys; 4) Share information.

Slide-sharing sites such as LinkedIn's SlideShare allow users to benefit from research done by other professionals on similar topics; 5) Gather anecdotal evidence. Anecdotal evidence comes from subjective reports or stories that people tell. While they are not scientific or verifiable evidence, you may find accounts of other people's experiences useful in your research.

Diff: 3 Type: ES Objective: LO 9.4

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103) Discuss four (4) guidelines for being an ethical researcher in terms of how to gather information and how to report it.

Answer: Student should include 4 of the following 6 guidelines. Answer will vary. Consider the 3 A's: authorship, accuracy, and age.

1) You consider whether you can trust the author and publisher, whether you can trust the information, and whether the information is current and/or still relevant. Ensure that the information can be verified. Using sources that you know to be untrustworthy is misleading and unethical, and could likely come back to haunt you by damaging your own credibility; 2) Cite all sources. In business research, just as in academic research, you are responsible for citing all sources for ideas, opinions, and facts you learned from other sources. Citing sources gives credit to the original sources of the idea, gives your work more credibility, and helps your audience evaluate the accuracy of your information; 3) Ensure all interview and survey sources provide informed consent. When you interview or survey people, you have a legal and ethical obligation to let participants know how you plan to use the information and if they may experience any negative consequences from the way you use the data; 4) Report research accurately. Ensure you understand the intention of a source before reporting it. Do not take quotations out of context, report data in a misleading way, or make claims that your research cannot support; 5) Include all relevant information even when it contradicts the point of view you want to argue.

When you provide contradictory data, explain why it does not undermine your position. Rarely you might even modify your position to change your point of view; 6) Respect intellectual property and "fair dealing." Under Canadian copyright law and the concept of fair dealing, there are some circumstances in which you may include brief quotations from other's work in your reports and presentations. However, this is not always the case. If you plan to draw heavily from someone else's text, it is safest to receive written permission from the copyright owner.

Diff: 3 Type: ES Objective: LO 9.3

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Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 10 Preparing Business Reports and Proposals 1) Which of the following is an informational report?

A) a report recommending action based on what was discussed at a meeting B) a report summarizing what happened at a meeting C) a report analyzing what was learned on a trip D) a report evaluating the results of a focus group E) a report endorsing a particular solution to a problem Answer: B Explanation: A report summarizing what happened at a meeting or on a trip would be an informational report. Its main goal is to provide readers with facts that they can easily understand and refer to when necessary.

Diff: 2 Type: MC Objective: LO 10.1 2) The first step in writing a report is to ________.

A) choose the best medium for the information you are sharing B) identify the question you are answering and the type of report you are writing C) focus the information you include in your report D) determine what information the audience needs to know E) provide general background information about your topic Answer: B Explanation: This also helps you identify the particular type of informational or analytical report you are writing.

Diff: 2 Type: MC Objective: LO 10.1 3) Reports provide previews in multiple ways, which include all of the following EXCEPT A) executive summaries.

B) abstracts.

C) tables of contents.

D) appendices.

E) introductions.

Answer: D Explanation: A preview provides readers with a quick understanding of the purpose, structure, content, and main ideas of your report. Appendices are sections at the end of a formal report or proposal that provide supplementary information.

Diff: 2 Type: MC Objective: LO 10.1

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4) An ________ is a separate, stand-alone, mini-report inserted at the beginning of a formal analytical report that completely summarizes the report's main ideas and recommendations.

A) introduction B) abstract C) executive summary D) analytical report E) informational report Answer: C Explanation: These are included in formal analytical reports for decision makers who may not have time to read the entire document.

Diff: 2 Type: MC Objective: LO 10.1 5) You are working on a report that will recommend a service provider to whom your company can outsource some routine office tasks. Your report will include a section of background information and research that led to the decision to use outsourcing for this problem. Which of the following section headings would best help the audience understand the report?

A) Background Information B) Why Outsourcing?

C) Research Findings D) Why Did We Choose this Idea?

E) Section I Answer: B Explanation: While generic terms are used as headings by some writers, the audience will better understand the report if the headings are content-focused and specific to that report.

Diff: 2 Type: MC Objective: LO 10.1 Emerson is preparing a memo report recommending that the company use an event planner for an upcoming corporate function. Emerson includes all the pertinent information regarding costs, services provided, and why this choice would better serve the company's needs.

6) Emerson also has additional documentation to be added, including descriptions of prior events this agency has planned, photographs of venues, menus, etc. Emerson should include this information ________.

A) in the body of the report B) as attachments to the report C) in the appendix D) as part of the reference list E) within the bibliography Answer: B Explanation: In letter and memo reports, any additional documentation takes the form of an attachment–a supplemental document that is included with the letter or memo.

Diff: 2 Type: MC Objective: LO 10.1

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7) Which of the following should Emerson include in the report?

A) title page B) inside address C) heading (To, From, Date, Subject) D) lettered appendices E) executive summary Answer: C Explanation: Memo reports include identifying information in the heading of the memo. Only a letter report includes an inside address; the other choices are elements of formal reports.

Diff: 1 Type: MC Objective: LO 10.1 8) In a formal report, you should NOT A) use a straightforward sentence style as it is too simplistic.

B) use "I," "we," or "our."

C) use paragraph indentation.

D) focus on findings and recommendations.

E) show you have examined all sides of an issue.

Answer: B Explanation: In a formal report do not use "I," "we," or "our" (first person). Rewrite the sentences to remove these usages. The resulting work will be more diplomatic and objective.

Diff: 1 Type: MC Objective: LO 10.1 9) When composing the report, Emerson should ________.

A) focus in great detail on narrating what was done B) be a subjective supporter of the recommendation C) use the passive voice D) craft elaborate, impressive sentences E) show that the issue was evaluated using reasonable criteria Answer: E Explanation: Good report-style writing is objective, avoids narrative and focuses instead on conclusions, uses the appropriate tone, and uses concise sentences and active voice.

Diff: 2 Type: MC Objective: LO 10.1 10) Which of the following is NOT true of progress reports?

A) They are short, routine business reports.

B) They update your status on a long-term project.

C) They indicate any potential problems or issues on a project.

D) They are considered informational reports.

E) They are a type of analytical report.

Answer: E Explanation: Progress reports are a type of informational report, not analytical report.

Diff: 2 Type: MC Objective: LO 10.2 3 .

Anya is creating a formal report for work on whether the company should expand into a new product line.

11) When creating the title page for the report Anya should include all of the following EXCEPT A) the title of the report.

B) the purpose of the report.

C) the person or organization for whom the report was written.

D) the author of the report.

E) the submission date of the report.

Answer: B Explanation: The title page includes identifying information like title, organization, author, and date. The purpose of the report is included in the executive summary, which follows the table of contents in a formal report.

Diff: 2 Type: MC Objective: LO 10.2 12) Anya's report is 60 pages and includes an executive summary that is 9 pages long. This report is ________.

A) too long; for a report of this length, the summary should only be about 6 pages B) too long; an executive summary should be a maximum of 5 pages C) too short; for a report this length, the summary should be about 12 pages D) too short; an executive summary should be a minimum of 10 pages E) inappropriate; an executive summary shouldn't be included in this kind of report Answer: A Explanation: An executive summary should be at most 10 percent of the length of the report.

Diff: 2 Type: MC Objective: LO 10.2 13) When paginating the report, Anya's title page should be ________.

A) 0 B) 1 C) i D) I E) unnumbered, even though it counts as page i Answer: E Explanation: All page numbers before the introduction are small roman numerals. The title page counts as page i, even though it is not numbered.

Diff: 2 Type: MC Objective: LO 10.2

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14) The introduction to Anya's report should ________.

A) be optional since the report includes an executive summary B) be omitted since the report includes an executive summary C) be written as if the reader did not read the executive summary at all D) be written assuming that the reader has read the executive summary E) not include the conclusions of the report Answer: C Explanation: Even though a report begins with an executive summary, the introduction is written as if the reader did not read the executive summary at all. The introduction explains what motivated the report, summarizes main conclusions, previews how the rest of the report is structured.

Diff: 3 Type: MC Objective: LO 10.2 15) When you use Microsoft Word's automated headings you can customize those styles. Using the automated headings allows you to ________.

A) create an automated references page B) create automated page numbering C) create an automated table of contents D) create automated bullets and numbered lists E) automate labelling of figures and tables Answer: C Explanation: You can customize the heading styles with any font and size. If you use these heading styles in your report, you can take advantage of Word's automated table of contents feature.

Diff: 2 Type: MC Objective: LO 10.2 16) The detailed discussion or body of a formal report ________.

A) is not typically organized with headings B) most often follows a generic structure C) is typically organized by content-specific headings D) is always organized in sections numbered i through v E) does not follow any systematic organizational principle Answer: C Explanation: For example, if you are writing a recommendation report, then the major headings may be the key recommendations. The table of contents includes all the headings in the report and their page numbers so readers can easily understand the structure of the report and find the information they need.

Diff: 2 Type: MC Objective: LO 10.2

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17) If you are writing a ________, then the major headings may be the key recommendations.

A) trip report B) recommendation report C) compliance report D) progress report E) feasibility Answer: B Explanation: The detailed discussion of a formal report is usually ordered by specific content headings. For example, if you are writing a recommendation report, then the major headings may be the key recommendations.

Diff: 1 Type: MC Objective: LO 10.2 18) The introduction to a report ________.

A) should just hint at the content of the report to whet the reader's appetite to read on B) it not intended to preview the structure of the report C) should be written with the assumption that the reader has already read the executive summary D) typically explains the problem or issue that motivated the report E) summarizes all but the conclusions of the report Answer: D Explanation: Even though a report begins with an executive summary, the introduction is written as if the reader did not read the executive summary at all. The introduction explains what motivated the report, summarizes main conclusions, and previews how the rest of the report is structured.

Diff: 2 Type: MC Objective: LO 10.2 19) In a formal report, ________.

A) parenthetical citations should not be used B) figures that come directly from a source do not need citations C) direct quotations require sufficient information for a reader to find the original source D) introductory text must be on the same page as the tables or graphs they introduce E) appendices should not be referenced in the body of the report Answer: C Explanation: Direct quotations require either a page number of sufficient information to allow a reader to find the original source.

Diff: 3 Type: MC Objective: LO 10.2

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20) Proposals would be designed for all of the following purposes EXCEPT A) to persuade a business decision maker to adopt a plan.

B) to persuade a retailer to repair damage not covered under your warranty.

C) to persuade your boss to approve a project.

D) to persuade a client to choose your company's product or service.

E) to persuade an investor to supply funding.

Answer: B Explanation: A proposal in necessary in all of the other situations. This case is a persuasive customer claim, so you'd just need to create a message that persuades the retailer that it is in its best interest to fulfill your request.

Diff: 2 Type: MC Objective: LO 10.3 21) Which of the following is an internal proposal?

A) a proposal asking another company to do a joint venture B) a proposal asking local businesses if they will sponsor your charity event C) a proposal asking a client to select your firm for an upcoming project D) a proposal asking your supervisor to implement a new initiative E) a proposal asking a foundation to fund a program for your community Answer: D Explanation: An internal proposal is addressed to people within your organization, so this choice is correct.

Diff: 2 Type: MC Objective: LO 10.3 22) Which of the follow is NOT true of a proposal?

A) It is complicated to prepare.

B) It should provide details on how to implement the proposal.

C) It is a form of persuasive writing.

D) It must meet your audience's needs.

E) It should not address costs.

Answer: E Explanation: A proposal is complicated to prepare. It requires that you propose an idea that meets your audience's needs, develop a persuasive appeal, provide details on how to implement the proposal, and explain costs.

Diff: 1 Type: MC Objective: LO 10.3

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23) Which of the following is an external proposal?

A) a proposal suggesting a new volunteer program to your HR department B) a proposal asking your boss to implement a flex-time schedule C) a proposal seeking the business of a new customer D) a proposal recommending a new process to your supervisor E) a proposal requesting that your department be allocated funds for a new project Answer: C Explanation: An external proposal is addressed to people outside your organization, like a potential client or an agency that will provide funding, so this choice is correct.

Diff: 1 Type: MC Objective: LO 10.3 24) The boss has asked Brendan to respond to an RFP. Right away, Brendan knows that ________.

A) the proposal is noncompetitive B) the audience will not be considering any offers except Brendan's C) the audience is not aware that a problem or opportunity exists D) the indirect approach is preferred since Brendan will first need to prepare the audience for the idea E) the important criteria for the proposal will be provided to Brendan Answer: E Explanation: Proposals that respond to RFPs are always competitive. The RFP will outline the important criteria on which Brendan will compete. An RFP is a solicited proposal, so Brendan's audience has already identified a problem or need and has requested a solution. Therefore, the direct organizational approach is appropriate.

Diff: 3 Type: MC Objective: LO 10.3 25) You are submitting a proposal from your company in response to a request for proposal (RFP) from another business. You want to get this job and you know your proposal will be judged against several other businesses also submitting proposals. How will you determine what the criterion will be?

A) Price is never the most important criterion.

B) Your ability to meet very specific requirements is always the top priority.

C) Your ability to deliver your product or service quickly will be viewed as most important.

D) You won't know what criteria will be used.

E) The RFP will outline the important criteria used.

Answer: E Explanation: The RFP will outline the important criteria on which you will compete. These will vary by RFP. Diff: 2 Type: MC Objective: LO 10.3

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26) When a proposal is unsolicited, ________.

A) the audience will explicitly state their requirements B) the audience will hint at their requirements C) you will not be able to address audience requirements D) you will need to brainstorm the audience's requirements E) the audience's requirements are not expected to be addressed Answer: D Explanation: You will need to put yourself in the audience's position and brainstorm their requirements on your own.

Diff: 2 Type: MC Objective: LO 10.3 27) When a client is based in China or any other high-context culture, the proposal process will ________.

A) be faster than with other cultures B) take more time than with other cultures C) be more polite and professional than with other cultures D) require less social contact that with other cultures E) be done electronically through email so the process has a record of transactions Answer: B Explanation: Because relationships are so important to Chinese businesspeople, the process of negotiating an agreement can take a long time. Business agreements in China begin with conversations and discussions where both parties can socialize and learn more about what the other party values and needs. The approach is to negotiate proposals verbally, and then finalize them with a written contract. In high-context cultures, such as China, the proposal process will take more time and more social contact than with other cultures.

Diff: 2 Type: MC Objective: LO 10.3

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Dakota and the team are creating a proposal for their supervisor to recommend that the company's database be redesigned.

28) Dakota is deciding how to state the opportunity for capturing additional information and more efficiently processing data that this redesign will present, and how the database the team proposes will be different from their current one. Dakota is hammering out the details as to how it will be created and rolled out, as well as how much the development, hardware and software, and training will cost. What aspect of the composing stage is Dakota engaged in?

A) choosing the best medium for the proposal B) deciding what content must be included in the proposal C) determining how the proposal should best be organized D) assessing how formal or informal the proposal should be E) determining the purpose of the proposal Answer: B Explanation: When readers get a proposal, they are looking for specific types of information: statement of the problem or opportunity, your specific proposal, reasons for supporting it, implementation plans, and costs. These questions all determine the content that must be included in the proposal.

Diff: 2 Type: MC Objective: LO 10.3 29) Which of the following would be best for Dakota to include in the proposal?

A) After the database redesign is approved, the developer will be contacted.

B) The developer will be contacted after the database redesign is approved.

C) After you approve the database redesign, the developer will be contacted.

D) After you approve the database redesign, I will contact the developer.

E) I will contact the developer after the database redesign is approved.

Answer: D Explanation: This is the only statement that uses active voice throughout. In a proposal, use active voice rather than passive voice to describe services you will provide and the activities that your audience must complete. Active voice is both stronger and clearer, and eliminates ambiguity about who must do what ("after you approve... I will contact").

Diff: 3 Type: MC Objective: LO 10.4

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30) After reading the ________, your audience should understand your main ideas without having to read the entire proposal.

A) analysis B) introduction C) executive summary D) context E) requirements Answer: C Explanation: The executive summary is a condensed description of the proposal that summarizes key ideas. The executive summary should enable your audience to understand your proposal's main ideas without having to read through the entire document.

Diff: 2 Type: MC Objective: LO 10.4 31) In a proposal, use ________ to describe services you will provide and the activities your audience must complete.

A) passive voice rather than active voice B) active voice rather than passive voice C) "you" language rather than "I" language D) "I" language rather than "you" language E) abstract language rather than concrete language Answer: B Explanation: In a proposal, use active voice rather than passive voice to describe services you will provide and the activities that your audience must complete. Active voice is both stronger and clearer, and eliminates ambiguity about who must do what.

Diff: 2 Type: MC Objective: LO 10.4 32) Which of the following would be best to use in a proposal?

A) Our equipment does the job in half the time it takes our competitor's equipment.

B) Our equipment will do the job in half the time it will take our competitor's equipment.

C) Our equipment did the job in half the time it took our competitor's equipment.

D) Our equipment has been doing the job in half the time it has been taking our competitor's equipment.

E) Our equipment has done the job in half the time it has taken our competitor's equipment.

Answer: A Explanation: Different sections of your proposal require different verb tenses. When you write about your capabilities, use the present tense. This statement is about the equipment's capabilities, so it should be present tense.

Diff: 2 Type: MC Objective: LO 10.4

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33) Which of the following would be best to use in a proposal?

A) Our product receives the highest safety rating for the last five years.

B) Our product will receive the highest safety rating for the last five years.

C) Our product does receive the highest safety rating for the last five years.

D) Our product is receiving the highest safety rating for the last five years.

E) Our product has received the highest safety rating for the last five years.

Answer: E Explanation: Different sections of your proposal require different verb tenses. When you write about what you propose, use the future tense. When you write about your capabilities, use the present tense. When you write about your past experience, use a verb form that refers to the past.

Diff: 2 Type: MC Objective: LO 10.4 34) In an unsolicited proposal, the executive summary ________.

A) gives the audience confidence that you have listened to them carefully B) shows the audience that you truly understand what they have asked you to address C) shows the audience that you are able to present an appropriate solution to a problem they have identified D) builds your credibility in your audience's eyes E) helps convince the audience that they will benefit from continuing to read so they can learn about your proposed solution or idea Answer: E Explanation: Since your audience may not even be aware that the need or opportunity your proposal addresses exists, you need to grab their attention and convince them to read on. The other choices describe the persuasive purposes a summary serves for solicited proposals.

Diff: 2 Type: MC Objective: LO 10.4 35) Your proposal is in response to an RFP from a local elementary school that is seeking a provider for an after-school enrichment program promoting physical fitness. In your summary, you need to do all of the following EXCEPT A) convince the school that you have understood what they are looking for in an enrichment program.

B) give the audience confidence that your program helps accomplish the goals the school is trying to achieve.

C) show the school that your program meets their requirements.

D) grab the school's attention and convince them that an enrichment program would be a good idea.

E) build the credibility of yourself and your program in your audience's eyes.

Answer: D Explanation: It is only in an unsolicited proposal that you must convince your audience that the need your proposal addresses exists. In an RFP, the company has clearly identified a need and requested your input on how to address it.

Diff: 2 Type: MC Objective: LO 10.4

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36) Appendices ________.

A) list all the sources that you refer to in your proposal B) are most frequently formatted in APA or MLA style C) are not listed in the table of contents D) contain information that would interrupt the flow of the report E) should not be referred to in the body of the proposal Answer: D Explanation: Appendices allow you to include additional information that may interest the reader but is too detailed to include in the body of the proposal. This content may include examples of previous work you have done, biographies, testimonials, etc. To ensure that you include only relevant appendices, refer to each appendix at least once in the body of the proposal.

List the appendices in the table of contents using the complete name of the appendix.

Diff: 2 Type: MC Objective: LO 10.2 37) Articulating why your proposed solution is especially effective, listing its distinct benefits, and emphasizing the unique value your plan offers ________.

A) can only be done at the end of the proposal B) should be addressed just once in your proposal C) is overkill and will likely lead your audience to believe that you are arrogant D) highlights how the audience will benefit from your particular solution E) is done to help the audience understand why this problem deserves attention Answer: D Explanation: These key reasons why the audience should accept your proposal can be mentioned at the beginning and at the end of your proposal, and can also be integrated into your discussion of benefits. These key points emphasize why your particular proposal should be chosen to meet this need, not why the need in general warrants action.

Diff: 3 Type: MC Objective: LO 10.3 38) Simply describing a product or service ________.

A) is usually enough to convince someone to select your proposal B) is extremely persuasive C) is usually correlated with an unsuccessful proposal D) is preferable to showing how you meet every one of the audience's requirements E) is more persuasive than making a clear recommendation Answer: C Explanation: Many unsuccessful proposals fail to make any recommendation at all. They simply describe a product or service. To be persuasive, a proposal should make the recommendation compelling by clearly demonstrating how it meets the audience's needs and requirements. Because a proposal is a persuasive document, it must not only provide information but also motivate your audience to act.

Diff: 2 Type: MC Objective: LO 10.3

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39) You run a branch of a very technologically savvy real estate agency in a large city. The company employs a powerful database to enable realtors to pinpoint the properties that most accurately meet their clients' specifications. Realtors currently consult the database with clients in the office to create a list of desirable properties to view, but you think it would be even more effective and lead to quicker transactions if realtors could access the database while out with clients. After some research, you find that the purchase of iPads for the realtors would make this possible. Writing a proposal to request this from the company owners would be an example of a(n) ________.

A) unsolicited sales proposal B) solicited sales proposal C) proposal for grants D) internal proposal for action E) external proposal for change Answer: D Explanation: Your proposal is directed to someone within your own company and it is requesting funding for a new project. This means that it is an internal proposal for action.

Diff: 3 Type: MC Objective: LO 10.3 40) A sales proposal ________.

A) is used exclusively as a persuasive tool B) cannot legally serve as a sales contract C) represents a commitment between both parties when signed by a client D) in no way guarantees what you will deliver to your client, when, or for how much E) should not get into the details of the schedule and budget Answer: C Explanation: In addition to serving as a persuasive tool, a sales proposal also often serves as a sales contract. It identifies exactly what you will deliver, at what cost, in what time frame, and under what circumstances. When your client signs the proposal, both parties have made a commitment.

Diff: 2 Type: MC Objective: LO 10.3 41) Including customer testimonials or a favourable article about your organization with a proposal ________.

A) is unprofessional B) is unethical C) establishes credibility D) undermines feasibility E) is ethical but ineffective Answer: C Explanation: Establishing credibility with your audience is part of a persuasive strategy, and these means are both recommended as ways to do so. A company's ethical obligation is to provide content in a proposal that is honest and accurate.

Diff: 2 Type: MC Objective: LO 10.3 14 .

42) What is the ethical obligation of a company that submits a proposal?

A) bending the truth to make a sale B) providing content that is honest and accurate C) refraining from giving inside information to competing bidders D) dismissing viable options that your audience should consider E) ignoring technical difficulties Answer: B Explanation: Companies that request proposals and those that provide proposals each have ethical obligations. A company that submits a proposal has an ethical obligation to provide content that is honest and accurate. Refraining from giving inside information to competing bidders is the obligation of the company that solicits the proposal. The other choices are ethical violations.

Diff: 1 Type: MC Objective: LO 10.5 43) A(n) ________ is essentially a targeted marketing letter directed to someone you believe may benefit from your products or services.

A) solicited sales proposal B) unsolicited sales proposal C) RFP D) competitive proposal E) grant proposal Answer: B Explanation: Your goal is to generate interest in your business proposal and encourage further discussion.

Diff: 2 Type: MC Objective: LO 10.3 44) Jennie is sending unsolicited sales proposals to several local vendors regarding marketing services Jennie's company offers. Jennie's goal in sending these proposals is for these vendors to ________.

A) authorize the attached contracts B) sign off on the details of the contractual arrangements C) tell Jennie who currently provides their marketing services D) file away the information for future reference E) arrange meetings or phone calls for further discussion Answer: E Explanation: Unsolicited sales proposals are essentially targeted marketing letters directed at someone who may benefit from your product or service, and their goal is to generate interest in your proposal and encourage further discussion.

Diff: 2 Type: MC Objective: LO 10.3

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45) Well-designed data graphics ________.

A) may be better replaced by descriptions of information B) provide a picture of data that will help the reader see relationships more clearly C) do not do as good a job of showing relationships and trends as text alone D) are always easy to incorporate into your text E) are created in a simple, one-step process Answer: B Explanation: Have you ever read a complicated description of information and then looked at a table or graph and thought, "Now I understand"? Well-designed tables and graphs provide a picture of data and allow you to see relationships and trends much more clearly than text alone.

Diff: 2 Type: MC Objective: LO 10.5 46) Yvette wants to present some data in a report and would like to emphasize patterns and trends over exact values. What would be best for Yvette to do?

A) Provide a textual description of the figures involved, and the patterns found therein.

B) Embed the actual figures in a paragraph.

C) Use a table.

D) Use a graph.

E) There are no significant differences among these choices.

Answer: D Explanation: While a graph does not provide exact values, it highlights trends and relationships by showing the data as a shape.

Diff: 2 Type: MC Objective: LO 10.5 47) Most businesses rely on a subset of ________ types of graphs.

A) 3 B) 5 C) 9 D) 18 E) 27 Answer: C Explanation: These graphs can be created with spreadsheet or charting software, including Microsoft Excel.

Diff: 2 Type: MC Objective: LO 10.5

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48) If you want to represent the percentage of respondents in a survey who preferred your product to products from four of your competitors, the best graph to use would be a ________.

A) 100% column chart B) pie chart C) horizontal bar chart D) histogram E) scatter plot Answer: B Explanation: This chart shows how one item (100%) divides into multiple parts. It is best limited to five or fewer segments.

Diff: 3 Type: MC Objective: LO 10.5 49) Which of the following would be best represented by a histogram?

A) the percentage of the budget spent in a particular area B) how the percentage breakdown differs for cost of product components for multiple versions of that product C) comparing profits over a series of years D) showing the distribution of households within income ranges E) exploring the correlation between years of education and income level for a set of people Answer: D Explanation: A histogram, also called a step-column, shows how data are distributed in a series of ranges.

Diff: 2 Type: MC Objective: LO 10.5 50) A ________ compares multiple items according to a single characteristic.

A) pie chart B) line chart C) horizontal bar chart D) histograph E) column chart Answer: C Explanation: It compares prices, speed, cost, etc.

Diff: 2 Type: MC Objective: LO 10.5

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51) The core principles of Edward Tufte, noted information designer, advocate all of the following EXCEPT A) eliminating all distractions that do not help the audience understand the data.

B) eliminating anything in graphs that exists only for decoration.

C) eliminating or minimizing all unnecessary gridlines for tables.

D) eliminating or minimizing all unnecessary borders for tables.

E) eliminating data markers that identify specific data points in line graphs.

Answer: E Explanation: Data markers should be subtle so as not to distract readers, but they should identify the specific points on a line graph that you are connecting.

Diff: 3 Type: MC Objective: LO 10.5 52) For effective graph design, which of the following should be avoided when possible?

A) graph titles B) axis titles C) scales D) legends E) minimum and maximum value labels Answer: D Explanation: Legends should be avoided when possible. Consider using labels instead, placing them as closely as possible to the lines or bars. Legends require eye movement back and forth, which requires the audience to exert additional effort to match legend colours to the data on the graph. If you do need to use a legend, be sure distinctions are visible when viewed both in colour and in greyscale.

Diff: 3 Type: MC Objective: LO 10.5 53) In business reports, verbal and visual elements should ________.

A) play unrelated roles B) each strive to independently communicate the full message of the report C) be integrated together D) compete for the audience's attention E) be standalone aspects of the report that do not refer to each other Answer: C Explanation: In business reports, data displays and text play complementary roles. They need to work together to communicate the full message.

Diff: 2 Type: MC Objective: LO 10.5

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54) Which of the following is NOT true about a reference page in a formal report?

A) It is necessary if a report uses secondary research sources.

B) It should begin on its own page immediately after the body of the report.

C) It can include such varied sources as books, articles, company websites, and blog messages.

D) It should use an appropriate documentation style, such as APA, CMS, or MLA. E) It should be omitted if the report has an appendix.

Answer: E Explanation: Formal reports many conclude with two types of supporting information: reference lists and appendices. As Figure 10.6 D in the text illustrates, a report can contain both types of supporting information.

Diff: 2 Type: MC Objective: LO 10.2 55) Which of the following is NOT included in the appendices of a report?

A) information that would interrupt the flow of the report but that readers might find useful B) raw data, calculations, large tables C) graphics too big for the body of the report D) information that readers do not need while reading the report E) a list of secondary research sources Answer: E Explanation: A reference page is created if secondary research sources were used for the report.

Appendices contain information that would interrupt the flow of the report but that readers may find useful, such as raw data, calculations, large tables, or other graphics too big for the body of the report.

Diff: 2 Type: MC Objective: LO 10.2 56) ________, or citing your sources, is a key part of all writing in academia and most professional writing.

A) Paraphrasing B) Plagiarizing C) Abstracting D) Quoting E) Documenting Answer: E Explanation: Appropriate documentation serves many functions, including adding credibility to your writing and demonstrating that you are ethical.

Diff: 1 Type: MC Objective: LO 10.6

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57) Appropriate documentation ________.

A) makes your writing seem less impressive than if the ideas in it were original B) demonstrates that you are creative C) gives your audience the ability to find the information you mentioned D) may undermine confidence in the strength of your data E) presents others' ideas as your own Answer: C Explanation: Your audience may want to read more deeply into your topic. They will rely on your reference list to give them direction.

Diff: 2 Type: MC Objective: LO 10.6 58) ________ are any phrases, sentences, paragraphs—even single, distinctive words—that you take from any of your sources.

A) Paraphrases B) Quotations C) Summaries D) Citations E) Footnotes Answer: B Explanation: When you include a source's exact wording in your text, you need to enclose it in quotation marks or, if it is a long quotation, you omit the quotation marks and instead indent and single space the quotations as a block of text.

Diff: 1 Type: MC Objective: LO 10.6 59) In a report, Anita does not use the exact words of the author of one of the sources. Instead, Anita presents a very brief version of the author's point of view. This is an example of a(n) ________.

A) quotation B) paraphrase C) summary D) executive summary E) citation Answer: C Explanation: A summary is a very brief version of what someone else says but in your own words and with your own emphasis. When you summarize, you still need to acknowledge the source of those ideas by using some form of citation. A paraphrase is a version of what someone else says, but in your own words and with your own emphasis.

Diff: 2 Type: MC Objective: LO 10.6

20 .

60) A good paraphrase ________.

A) includes single, distinctive words from the original source B) is a version of what someone else says in your own words, with your own emphasis C) just replaces a few of the words in the original to prevent it from being a direct quotation D) has the same sentence structure as the source material E) does not require a citation Answer: B Explanation: A good paraphrase will have a completely different sentence structure than the original, not just a few replaced words. Paraphrased content also needs to be cited appropriately with the author's name and year of publication.

Diff: 2 Type: MC Objective: LO 10.6 61) In a formal report, appropriate acknowledgment of sources happens in three ways; you ________ your report.

A) must choose one form and use it throughout B) must use all three of these acknowledgments in C) may use all or none of these forms in D) may rely solely on citations in E) may prepare just a bibliography in Answer: B Explanation: They are citations, text references, and a reference list or bibliography. Every time you use material from another source, add a citation. Don't rely exclusively on citations though.

Introduce cited material by explicitly referring to the source in your text. Provide a list of sources at the end of your research report.

Diff: 2 Type: MC Objective: LO 10.6 62) Every time you use material from another source in your report, what do you need to add?

A) quotation marks B) the other author's written permission C) an appendix D) a citation E) an indentation Answer: D Explanation: Every time you use material from another source in your text, add a citation. Your citation may be in the form of a footnote, endnote, or parenthetical citation inserted directly after your reference. The form you use will depend on the requirements of your organization or school.

Diff: 1 Type: MC Objective: LO 10.6

21 .

63) What are the three most common formats or styles of documenting citations?

A) MLA, Arabian, and CSC B) MLA, APA, and Turabian C) MLA, APA, and INSEE D) MLA, APA, and CMS E) MLA, Turabian, and CMS Answer: D Explanation: The three most common formats for report citations are APA (American Psychological Association), MLA (Modern Language Association), and CMS (Chicago Manual Style).

Diff: 2 Type: MC Objective: LO 10.6 64) A report can be as short as a two-paragraph email.

Answer: TRUE Explanation: The term report refers to a wide range of documents. On the other end of the spectrum, a report may be several hundred pages long presenting the results of in-depth research and analysis about a complex business problem or technical situation.

Diff: 1 Type: TF Objective: LO 10.1 65) The main goal of an informational report is to help readers draw conclusions to solve problems or support business decisions.

Answer: FALSE Explanation: This is actually a description of an analytical report. The primary goal of an informational report is to provide readers with facts that they can easily understand and refer to when necessary.

Diff: 1 Type: TF Objective: LO 10.1 66) If you are writing a formal informational report, you should include an abstract.

Answer: TRUE Explanation: Formal reports also contain elements that precede the introduction and provide a quick overview of the report's structure and main idea: an abstract or an executive summary.

Informational reports typically include an abstract.

Diff: 2 Type: TF Objective: LO 10.1 67) To ensure proper alignment of the leaders and page numbers on a table of contents, create the leaders by inserting periods.

Answer: FALSE Explanation: Instead, create a right-aligned tab for placement of page numbers and format that tab to insert dot leaders automatically.

Diff: 2 Type: TF Objective: LO 10.2

22 .

68) Jillian's report contains multiple appendices, so the series should be labelled Appendix I, Appendix II, Appendix III, and so forth.

Answer: FALSE Explanation: The series should be labelled Appendix A, Appendix B, Appendix C, etc.

Diff: 1 Type: TF Objective: LO 10.2 69) Business reports often rely on numbers. Data graphics are the best tools for communicating these numbers.

Answer: TRUE Explanation: Well-designed tables and graphs provide a picture of data and allow you to see relationships and trends much more clearly than with text alone.

Diff: 1 Type: TF Objective: LO 10.6 70) If you acknowledge all your sources, no one will accuse you of plagiarism.

Answer: TRUE Explanation: Plagiarism is presenting others' ideas as your own.

Diff: 1 Type: TF Objective: LO 10.6 71) A proposal just needs to persuade your audience that your idea is feasible.

Answer: FALSE Explanation: A proposal also needs to convince your audience that your idea meets their needs.

Diff: 1 Type: TF Objective: LO 10.3 72) A proposal must provide details on how it will be implemented and explain costs.

Answer: TRUE Explanation: Additionally, a proposal requires you to propose an idea that meets your audience's needs and develop a persuasive appeal.

Diff: 1 Type: TF Objective: LO 10.3 73) Solicited proposals usually take the form of a memo or email.

Answer: FALSE Explanation: Solicited proposals usually take the form of a report-style document or a formal detailed letter.

Diff: 1 Type: TF Objective: LO 10.3

23 .

74) You are submitting an unsolicited proposal to a client, so the organization of your proposal must be direct.

Answer: FALSE Explanation: The organization of unsolicited proposals is often indirect since you first need to grab your audience's attention by convincing them that they have an unmet need or can benefit from a new opportunity.

Diff: 2 Type: TF Objective: LO 10.3 75) A white paper is a report produced by a company to educate readers about a complex business issue, product, or technology.

Answer: TRUE Explanation: Companies publish white papers to build credibility, to establish themselves as experts on a topic, and often to interest the audience in the company's products or services.

Because no one is required to read a white paper, the document must entice the audience with the quality of both the content and the visual design. A white paper almost always presents information from the point of view of the organization responsible for producing it–they are not objective.

Diff: 1 Type: TF Objective: LO 10.2 76) Companies publish white papers to demonstrate their ethics and transparency.

Answer: FALSE Explanation: Companies publish white papers to build credibility, to establish themselves as experts on a topic, and often to interest the audience in the company's products or services.

Because no one is required to read a white paper, the document must entice the audience with the quality of both the content and the visual design. A white paper almost always presents information from the point of view of the organization responsible for producing it–they are not objective.

Diff: 2 Type: TF Objective: LO 10.2 77) A business case should not discuss the risks of the project.

Answer: FALSE Explanation: When writing a business plan, you need to discuss benefits, costs, risks, and implementation plans.

Diff: 2 Type: TF Objective: LO 10.4 78) Milo wants to build the credibility of the company, AccuCheck, in the sales proposal that will be sent to a new client. However, Milo should not include a glowing article about AccuCheck from a trade magazine with the proposal, as doing so would be unethical.

Answer: FALSE Explanation: Attaching a client list, testimonials, or articles attesting to your company's effectiveness are ethical and professional ways to establish credibility with your audience.

Diff: 2 Type: TF Objective: LO 10.3 24 .

79) In Italy, it is expected that oral commitments will be honoured. Signing a contract is a mere formality, reflecting the commitment between business partners.

Answer: TRUE Explanation: This is a difference in attitude between Italy and North Americans. For most North Americans, an agreement is not finalized until it is put in writing.

Diff: 2 Type: TF Objective: LO 10.4 80) List five (5) things that you should check when evaluating or reviewing your report.

Answer: You should ask the following questions. What questions is the report answering? Does this report answer the key question clearly and unambiguously? Is the answer to the question easy to find? Is the title (or subject line) of the report focused and informative? Does the report provide a useful preview in the introduction? Does the report include an executive summary or abstract and a table of contents? Does the body of the report provide all the information and analysis the audience needs? Are the headings logical? Will someone who reads all the headings sequentially understand how the report is organized? Is each section well organized? Is the main point of the section easy to find? Are the paragraphs relatively short (four to eight sentences)?

Does each paragraph begin with a strong topic sentence that states the main point of the paragraph? Are tables, graphs, and other visuals effective? Are tables, graphs, and other visuals labelled and introduced within the document? Are the sentences relatively short and, when possible, written in the active voice? Are the appendices relevant and useful to the audience? Has the report been proofread carefully?

Diff: 2 Type: ES Objective: LO 10.1 81) You are working on a report that will recommend a service provider to whom your company can outsource some routine office tasks. Your report will be divided into the following sections: background information, methods, analysis of data, and recommendations. Create a heading for each of these sections.

Answer: Answers will vary; some thoughts and examples follow. Generic terms are used as headings by some writers, so the headings could be as simple as Background Information, Methods, Analysis of Data, and Recommendations. However, the audience will better understand the report if the headings are content-focused and specific to that report. For example, Why Outsourcing?, Service Provider Selection Process, Review of Final Three Providers, Recommendation.

Diff: 3 Type: ES Objective: LO 10.2 82) What is one of the primary benefits of using software features like automated styles and automated headings to help format formal reports?

Answer: One advantage of using styles rather than manually formatting paragraphs is that if you mark content as a specific style and then decide to change that style, the change occurs to all the marked text throughout the document. It will ensure that the formatting is consistent throughout your document, making it easier to navigate and read.

Diff: 3 Type: ES Objective: LO 10.2 25 .

83) Discuss two different types of graphs and some examples of the data they can be used to represent.

Answer: Answers will vary; some examples follow.

- Paired bar charts are used to compare variables for a small data set. They explore correlations between two criteria, like pay and performance for a set of salespeople, attendance and grades for a set of students, cost and price for a set of products, etc.

- Line charts are used to show changes over time to illustrate a trend. They can show trends for financial data, demographic data, sales data, price data, etc.

Diff: 3 Type: ES Objective: LO 10.5 84) Dana is preparing to write a proposal. Without knowing anything about the particular subject of the proposal, but knowing that it is a response to an RFP, describe how Dana should approach this task.

Answer: With an RFP, Dana is writing a solicited proposal. This means that the audience has identified a need and is looking for multiple competitive proposals. Since the audience has already identified its need, Dana will not need to spend extra time grabbing their attention and convincing them that a need exists. Solicited proposals usually take the form of a report-style document or a formal, detailed letter that uses a direct organization because your audience is expecting to hear your main idea. Dana will need to prove that the idea is better than a competitor's, since proposals that respond to RFPs are always competitive. The RFP will outline the important criteria used for judging, so Dana should pay close attention to these, and think carefully about what the audience is really looking for.

Diff: 3 Type: ES Objective: LO 10.3 85) When you write a solicited proposal, you ultimately have to prove that your proposal is better than a competitor's. Discuss what you need to do to get your audience to respond to an unsolicited proposal.

Answer: When you write a solicited proposal, you know that you have competition who will also be drafting proposals and rivaling you as the one that is selected. In such cases, you need to prove that your proposal is better than a competitor's. But many proposals, especially those that are unsolicited, are unsuccessful not because the audience accepts a different proposal but because the audience decides to do nothing at all. This is likely because the proposal didn't make a compelling enough argument that the problem needs attention, and that the benefit of fixing it will outweigh the proposed effort and expense.

Diff: 3 Type: ES Objective: LO 10.3

26 .

86) You run a branch of a very technologically savvy real estate agency in a large city. The company employs a powerful database to enable realtors to pinpoint the properties that most accurately meet their clients' specifications. Realtors currently consult the database with clients in the office to create a list of desirable properties to view, but you think it would be even more effective and lead to quicker transactions if realtors could access the database while out with clients. After some research, you find that the purchase of iPads for the realtors would make this possible. Describe the proposal you would write in this situation.

Answer: This proposal would be an internal proposal for change: it would be addressed to the decision makers at the company and would request funding for the purchase of the iPads. Your proposal will be strongest if you make a business case for this purchase, showing why this action would be good for your company and how it makes business sense. In this case, providing the realtors with portable access to the database while out with clients could allow them to find more properties on the fly that meet the client's specifications without returning to the office. This would be especially useful if clients' needs evolved after viewing some properties and realtors could continue down the path to finding what they really want without losing momentum. It would also allow realtors to answer questions about properties while out without having to call someone who may or may not be available, and may or may not know the answer. It will also give a savvy, cutting-edge reputation to the office for their realtors to possess these devices. The proposal should show the budget, which should include expenses involved with purchasing the devices, installing necessary software, any training required, etc. Any research that showed that clients are more likely to close a transaction while they are "hot" on the trail could be attached.

Any other uses for the devices could also be discussed. Since your audience is not expecting your proposal, the organization should be indirect. This will enable you to convince the audience of the opportunity that you believe exists, and which you believe the purchase of iPads will take advantage of. End your proposal with a request for action, for example a meeting to discuss the proposal.

Diff: 3 Type: ES Objective: LO 10.3

27 .

87) You're working on a proposal to install a new software system for a small local company.

You have an extensive list of testimonials and a history of successfully completing other similar projects for area businesses. You know that the plan you propose will meet the client's needs, but due to other scheduling commitments you think it is unlikely that you will have the system up and running in six weeks as the customer requested. You decide to provide a timeline that commits to the customer's deadline, deciding that if you cannot honour it, you will create a story about a late delivery or another excuse to explain the need for an extra week or two. Discuss the implications of this situation.

Answer: You have established credibility with the audience with your testimonials and descriptions of past projects, and are trying to demonstrate the feasibility of your proposal.

Committing to a timeline that you know you probably won't meet is unethical. As a company submitting a proposal, you have an ethical obligation to provide content that is honest and accurate. Knowingly concealing a potential problem is dishonest. If the customer truly needs the system completed in six weeks, having to wait an additional two weeks could be very inconvenient and potentially costly for them. You would be better off addressing this issue by directly asking whether the company has any flexibility with the time frame. If so, waiting a couple of extra weeks to have a proven professional do the job will likely be worth it. If not, you are better off not jeopardizing the customer's business and damaging your own credibility as an honest and reliable business person.

Diff: 3 Type: ES Objective: LO 10.3 88) Discuss three (3) guidelines for preparing an effective proposal.

Answer: You will need to do more than make a request. You will need to sell your idea or service in a persuasive proposal. To be effective, the proposal needs to convince your audience that your idea or solution is feasible and will meet their needs. Depending on the proposal, you may also need to convince your audience that you are the right person (or yours is the right company) to implement the solution. The proposal must do the following: 1) Articulate the problem, need, or opportunity; 2) Identify the outcomes, benefits, and potential objections; 3) Present a compelling recommendation; 4) Provide persuasive supporting details that emphasize feasibility and credibility.

Diff: 2 Type: ES Objective: LO 10.3 89) Discuss the most important criterion for a solicited proposal.

Answer: The RFP will outline the important criteria on which you will compete. In some situations, price will be the most important criterion. In other situations, your ability to deliver your product or service quickly may be most important. Still in others, your proposal will be judged based on your ability to think carefully about what your audience is really looking for and what criteria they will use for judging.

Diff: 2 Type: ES Objective: LO 10.3

28 .

90) Compare two (2) points about solicited and unsolicited proposals.

Answer: A solicited proposal is one your audience has asked you to submit. A solicited proposal serves as a sales contract. It identifies exactly what you deliver, at what cost, in what timeframe, and under what circumstances. When your client signs the proposal, both parties have made a commitment. Your audience has already identified a problem or need and has requested a solution. Solicited proposals usually take the form of a report-style document or a formal, detailed letter that uses a direct organization because your audience is expecting to hear your main idea. An unsolicited proposal is one that you initiate, such as a targeted marketing letter directed to someone who may benefit from your products and services. When you prepare an unsolicited proposal, you need to do more than just convince your audience that you have a good idea. You first need to grab your audience's attention by convincing them that they have an unmet need or can benefit from a new opportunity. This proposal doesn't discuss any contractual arrangements as a solicited sales proposal would.

Diff: 2 Type: ES Objective: LO 10.3 91) Discuss three (3) benefits of properly documenting your research when writing academic or professional reports and proposals.

Answer: Add credibility to your writing. Your writing will be more impressive if it shows that you are well informed, having read relevant texts, or talked to key people. Strengthen your argument. Most report writing relies on up-to-date and accurate data. By providing appropriate citations, you can give your audience confidence in the strength of your data. Help your audience locate information mentioned in your report. Your audience may want to read more deeply on your topic. They will rely on your reference list to give them direction. Help demonstrate that you are ethical. If you acknowledge all your sources, no one will accuse you of plagiarism, which is presenting others' ideas as your own.

Diff: 3 Type: ES Objective: LO 10.6

29 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 11 Preparing and Delivering Business Presentations 1) All business presentations ________.

A) present analysis B) present recommendations C) update the audience on a project D) motivate the audience to act in a certain way E) have a specific objective or intended outcome Answer: E Explanation: All business presentations have one thing in common: they are designed to accomplish a business goal. They may differ in their motivations and means, but all have a goal that they try to accomplish.

Diff: 1 Type: MC Objective: LO 11.1 2) Jane needs to create a presentation to teach coworkers how to work with the new database system. This means that the presentation will be ________.

A) informational B) persuasive C) instructional D) collaborative E) anecdotal Answer: C Explanation: When the purpose of your presentation is for your audience to know how to do something, it is an instructional presentation.

Diff: 2 Type: MC Objective: LO 11.1 3) If, as the result of your presentation, you want your audience to discuss with you the pros and cons of outsourcing work versus hiring an intern to do it, then your presentation will be ________.

A) informational B) persuasive C) instructional D) collaborative E) anecdotal Answer: D Explanation: When the general outcome you want for your audience is to work together with you to reach an answer, then it is a collaborative presentation.

Diff: 2 Type: MC Objective: LO 11.1

1 .

4) If your general outcome for a presentation is to make your audience believe or do something, then your specific outcome could be for your audience ________.

A) to learn the new process for filing claims B) to understand why the old process for filing claims was faulty C) to share some stories about problems with the old process for filing claims D) to agree to implement a new process for filing claims E) to discuss the pros and cons of the old process for filing claims versus those of implementing a new process Answer: D Explanation: When you want your audience to believe something or do something, your presentation is persuasive.

Diff: 2 Type: MC Objective: LO 11.1 5) If, as a result of your presentation, you want your audience to approve funding for new teleconferencing hardware and software, then your presentation is ________.

A) informational B) persuasive C) instructional D) collaborative E) anecdotal Answer: B Explanation: If the desired outcome of your presentation is to make your audience believe something or do something, it is a persuasive presentation.

Diff: 2 Type: MC Objective: LO 11.1 6) Which of the following is NOT true regarding audience analysis?

A) Anticipating the needs, interests, attitudes, and possible biases of your audience can be very valuable in shaping your content.

B) An audience analysis worksheet can help you plan your presentation content.

C) If you don't know your audience, you cannot do anything to anticipate their responses.

D) If you know your audience is not particularly tech savvy, refrain from using long technical explanations.

E) You should emphasize potential savings to an audience that is very cost conscious.

Answer: C Explanation: You will certainly be at an advantage if you know the individuals in your audience, but even if you don't, you can imagine how they might respond. Put yourself in their shoes and look at the situation from their perspective.

Diff: 2 Type: MC Objective: LO 11.1

2 .

7) Max will be presenting to the boss a proposal for a flex-time schedule. Max's boss does not accept arguments based solely on employee happiness or unhappiness. Which of the following would be the best approach for Max? A) to stress that on a recent company survey, the majority of employees were in favour of a flex-time schedule B) to emphasize that work/life balance is one of the biggest issues facing North American business today C) to relate anecdotal evidence from other companies that have implemented a flex-time schedule, showing how it has improved the lives of several individual employees D) to provide research showing that flex-time scheduling is related to increased productivity and decreased employee turnover E) to give personal testimony as to how much it would improve Max's life if the flex-time schedule were to be implemented Answer: D Explanation: Since Max knows the boss is less swayed by arguments relating solely to employee satisfaction, that should not be the emphasis of the presentation. Max should instead focus on how this schedule will increase productivity and decrease employee turnover.

Diff: 3 Type: MC Objective: LO 11.1 8) Which of the following is considered part of analyzing your setting?

A) how many people will be in your audience B) the needs and interests of your audience C) your audience's level of familiarity with your topic D) whether your audience will be in the same room with you E) relevant personal information about your audience Answer: D Explanation: Whether your audience will be in the same room with you, or if they will be participating by telephone, video, or web, is part of the analysis of your setting. If your audience will not be in the room with you, you need to consider how they will see your slides if you have them, how they will ask questions, and how you will interact with them.

Diff: 2 Type: MC Objective: LO 11.1 9) When you deliver a business presentation, ________.

A) you are limited to one and only one medium B) you should not include more than two medium options C) mixing several medium options is not recommended, as this will likely confuse your audience D) you can combine multiple options that best serve your purpose, audience, content, and setting E) you should never embed video or audio files with your slides Answer: D Explanation: You are not restricted to only one medium. You can combine multiple options to find the mix that best serves your purpose, audience, content, and setting.

Diff: 2 Type: MC Objective: LO 11.1

3 .

10) According to the table for selecting the best medium, if you want to encourage your audience to listen and look carefully, which of the following would NOT be appropriate?

A) slides B) podcasts C) document cameras D) handouts E) flipcharts Answer: E Explanation: Flipcharts are recommended when you want to encourage your audience to collaborate, interact, and create content.

Diff: 2 Type: MC Objective: LO 11.1 11) Susanna wants to present a demonstration to one or two people in a conference room. Which of the following would be the most appropriate medium?

A) whiteboards B) props C) slides D) video E) flipcharts Answer: B Explanation: Given the purpose criteria of a demonstration, and the audience and setting criteria of two people in a conference room, the table recommends the use of props.

Diff: 2 Type: MC Objective: LO 11.1 12) Whiteboards are recommended when you want to ________.

A) encourage the audience to collaborate and create content B) encourage the audience to listen and look carefully C) communicate complex material that people need to look at carefully D) provide a demonstration E) have an electronic record of the material Answer: A Explanation: Whiteboards and flipcharts are recommended when you are presenting to a small audience in a small room, or to one or two people in an office or conference room.

Diff: 2 Type: MC Objective: LO 11.1

4 .

Jasper will be presenting the results of the team's workplace safety survey to a large audience in the organization's theatre. Part of the survey involved video-recorded interviews with employees, and Jasper has decided that the videos will be shown during the presentation.

13) This medium choice ________.

A) meets all of Jasper's criteria B) meets Jasper's audience- and setting-related criteria, but not the purpose- and content-related criteria C) meets Jasper's purpose- and content-related criteria, but not the audience- and setting-related criteria D) meets Jasper's audience-related criteria, but not the purpose-related criteria E) meets none of Jasper's criteria Answer: C Explanation: Video, audio, and podcasts are appropriate for encouraging the audience to listen and look carefully, and provide an electronic record of the information. However, they are not recommended when presenting to a large audience in a large room.

Diff: 2 Type: MC Objective: LO 11.1 14) Which of the following mediums would be appropriate for Jasper's presentation?

A) podcasts B) flipcharts C) props D) slides E) document cameras Answer: D Explanation: This is the only one of the given choices that meets Jasper's requirements. Not listed but also appropriate for Jasper would be handouts.

Diff: 2 Type: MC Objective: LO 11.1 15) When you're presenting to a small audience in a small room, all of the following mediums are recommended as appropriate EXCEPT A) flipcharts.

B) podcasts.

C) slides.

D) props.

E) handouts.

Answer: B Explanation: Podcasts are recommended when you are presenting to a distant audience accessible by computer technology, or when you want to have the presentation available to people at a later time.

Diff: 2 Type: MC Objective: LO 11.1

5 .

16) Saying that a slide deck needs to make "stand-alone sense" means that it ________.

A) needs to be comprehensive B) needs to include every word you plan to say C) requires the presence of the presenter standing there to make sense of it D) requires supporting documents like handouts to be understood E) needs to be comprehensible to anyone who reads it without the benefit of the presenter Answer: E Explanation: What managerial expert Mary Munter calls "stand-alone sense" means that the presentation needs to be understandable to anyone who reads it without the benefit of the presenter to explain the information.

Diff: 2 Type: MC Objective: LO 11.2 17) Cassie is putting together a stand-alone presentation. Which of the following is NOT one of the criteria this presentation should meet?

A) Cassie's slide deck needs to be comprehensible to anyone who reads it without Cassie being there to explain the information.

B) Cassie's slides should primarily provide illustration and backup for Cassie's words.

C) Cassie's slides must include an agenda slide.

D) Cassie's slides must include message headlines summarizing the key point of each slide.

E) Cassie's slides must include material on each slide that develops its headline.

Answer: B Explanation: All of the other criteria refer to stand-alone presentations. It is in visual aid presentations, where the speaker's words carry the main story of the presentation, that the slides primarily provide illustration and backup.

Diff: 2 Type: MC Objective: LO 11.2 18) In visual aid presentations, ________.

A) support material on the body of each slide develops and explains its headline B) the speaker's words primarily provide backup and the slides carry the main story of the presentation C) ideally much more space is devoted to various forms of illustration that focus the discussion D) the slides are visually appealing and do not require oral explication E) the slides must make "stand-alone sense" Answer: C Explanation: In presentations where the speaker's words carry the main story of the presentation, the slides primarily provide illustration and backup. These visual aid presentations ideally devote much more space to various forms of illustrations that focus the discussion and demonstrate the points.

Diff: 2 Type: MC Objective: LO 11.2

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19) The introduction to your presentation should do all of the following EXCEPT A) get your audience's attention.

B) establish rapport with your audience.

C) motivate your audience to care about your presentation.

D) preview the organization of your presentation.

E) make clear what your audience's action steps are.

Answer: E Explanation: When your presentation begins, your first job is to get your audience's attention with a strong introduction. This choice is actually part of a memorable conclusion.

Diff: 1 Type: MC Objective: LO 11.2 20) You're at the introduction of your presentation. If you don't already have credibility with your audience, ________.

A) this is a good time to earn it B) it's too late to try to establish it now C) wait until the body of your presentation before attempting to build it D) try to establish it with a strong closing E) make a mental note to establish it before your next presentation Answer: A Explanation: Establishing rapport with your audience is one of the goals of the introduction to a presentation, and it is a good time to earn credibility in their eyes.

Diff: 2 Type: MC Objective: LO 11.2 21) All of the following are recommended ways to establish rapport with your audience by piquing their interest EXCEPT A) stating a relevant fact.

B) describing the organization of your report.

C) sharing an appropriate anecdote.

D) quoting a familiar saying.

E) asking a question.

Answer: B Explanation: You pique your audience's interest at the start of your introduction to capture their attention. You preview your presentation's organization at the end of your introduction to make a connection between the opening and the remainder of the presentation.

Diff: 2 Type: MC Objective: LO 11.2

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22) A(n) ________ is a very short story, usually a true one, that can bring a subject to life.

A) fact B) anecdote C) quotation D) message headline E) animation Answer: B Explanation: An anecdote is one of the most powerful ways to begin a presentation.

Diff: 1 Type: MC Objective: LO 11.2 23) Dexter is delivering a presentation on a new project that is perceived as risky by some members of the audience. Dexter opens the presentation with the following words: "Nothing ventured, nothing gained." This is an example of establishing rapport by ________.

A) stating a fact B) telling an anecdote C) quoting a familiar saying D) asking a question E) sharing a secret Answer: C Explanation: If you can find a quotation or saying that relates to your point, you can use it to get people to think. By opening with this quote, Dexter is acknowledging that the project is considered risky by some, but suggests that the potential gain makes it worth it.

Diff: 1 Type: MC Objective: LO 11.2 24) Which of the following would be the most effective way to begin a presentation on implementing a new training program?

A) Our current training system is not up to par.

B) Are you aware that our training system is outdated?

C) Two out of every five employees are not sufficiently prepared for their jobs by our current training system.

D) I remember my first job. I went through a couple of days of training and then was ready to go and do my work.

E) Training is very important to the success of our company.

Answer: C Explanation: While all these choices relate to the idea of training being important, and in some cases allude to the inferiority of the current system, this one presents the most compelling opener. By citing the startling fact that 2 of every 5 employees are not sufficiently prepared by the current program, the speaker captures the audience's attention and makes a strong case that the current system needs to be replaced by a more effective one.

Diff: 3 Type: MC Objective: LO 11.2

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25) Starting a presentation with a(n) ________ can be risky.

A) fact B) anecdote C) quotation D) question E) statistic Answer: D Explanation: This can be risky because your audience may consider it an invitation to provide an answer that can take the presentation off track. The key is finding the right question to engage your audience and to set up the remainder of your introduction.

Diff: 1 Type: MC Objective: LO 11.2 26) Starting a presentation with a question ________.

A) involves no risk whatsoever B) requires a genuine question that you'd actually like your audience to answer C) should not involve a rhetorical question D) immediately involves your audience E) is not a recommended way to establish rapport with your audience by piquing their interest Answer: D Explanation: Questions immediately involve your audience and get them thinking about your presentation. They can be genuine questions you'd like your audience to answer, or rhetorical ones. This strategy does run the risk that your audience may consider the question an invitation to provide an answer that takes your presentation off track.

Diff: 2 Type: MC Objective: LO 11.2 27) All of the following are ways to motivate your audience to care about your proposal EXCEPT A) telling them that you will solve their problem.

B) addressing a need for change.

C) identifying an opportunity that they can take advantage of.

D) specifying a way that your audience will benefit.

E) explaining how your topic is valuable to you.

Answer: E Explanation: An audience will care about your presentation if they believe it is valuable to them, not to you. All of the choices listed except this one would show an audience how the presentation will be valuable to them.

Diff: 2 Type: MC Objective: LO 11.2

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You have prepared a presentation about a new program that you wish to have implemented. You will deliver to your presentation to various audiences within your company.

28) Which of the following benefits would be best to emphasize when your primary audience is from the human resources department?

A) Implementing this program will be seen as progress toward the company's long-term technology initiative.

B) Implementing this program will better enable employees to complete their assignments and increase employee morale.

C) Implementing this program will raise the esteem of the company in the eyes of the media and consequently the general public.

D) Implementing this program will decrease the amount of time that is spent on routine paperwork.

E) Implementing this program will eradicate the financial losses currently incurred due to duplicated efforts of employees.

Answer: B Explanation: Issues related to employee satisfaction and retention would be most likely to motivate an audience from the HR department to care about your presentation.

Diff: 3 Type: MC Objective: LO 11.2 29) Which of the following benefits would be best to emphasize when you find out that just yesterday the principal decision-maker in your audience sent out a memo urging cost-cutting measures?

A) Implementing this program will be seen as progress toward the company's long-term technology initiative.

B) Implementing this program will better enable employees to complete their assignments and increase employee morale.

C) Implementing this program will raise the esteem of the company in the eyes of the media and consequently the general public.

D) Implementing this program will decrease the amount of time that is spent on routine paperwork.

E) Implementing this program will eradicate the financial losses currently incurred due to duplicated effort of employees.

Answer: E Explanation: To an audience focused on financial savings, the fact that this program will eliminate financial losses would be most likely to motivate the audience to care about your presentation.

Diff: 3 Type: MC Objective: LO 11.2

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30) Which of the following is the best medium for presentations if you wish to have your presentation available to people at a later time?

A) document camera B) flipchart C) props D) slides E) speech Answer: D Explanation: Slides, videos, recorded audio, and podcasts provide presentation materials that people can review after the presentation.

Diff: 1 Type: MC Objective: LO 11.1 31) Which of the following is one of the key features of a slide deck that will be used as a stand-alone presentation?

A) An agenda slide that communicates the main ideas and logic of the presentation.

B) A black final slide in the slide deck that lets the audience know the presentation is over.

C) Transitions on every slide in the slide deck and animation applied to images.

D) No more than three bulleted points per slide, and no more than five images in total.

E) The speaker's words carry the main story of the presentation.

Answer: A Explanation: A stand-alone presentation is distinguished by three key features: 1) An agenda slide that communicates the main ideas and logic of the presentation. 2) Sentence-style message headlines that summarize the key point or message of each slide. 3) Support material in the body of the slide that develops and explains the headline.

Diff: 2 Type: MC Objective: LO 11.2 32) Philip is creating a slide deck that will provide illustrations and backup to a presentation that will be delivered to a live audience this evening. What type of presentation is this?

A) stand-alone presentation B) visual aid presentation C) mobile presentation D) illustrated presentation E) looping presentation Answer: B Explanation: A presentation in which the speaker's words carry the main story of the presentation is called a visual aid presentation. The slides primarily provide illustration and backup. Visual aid presentations ideally devote much more space to various forms of illustrations, photos, and graphics that focus discussion and demonstrate points.

Diff: 1 Type: MC Objective: LO 11.2

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33) One of the main goals of the opening of your presentation is to ________.

A) present your information using recognizable patterns B) limit the number of main points C) motivate your audience to care D) ask for what you want the audience to do E) develop a master template Answer: C Explanation: An audience will care about your presentation if they believe it is valuable to them. Does your audience have a problem that you will solve? Is there a need for change? Are you identifying an opportunity that they can take advantage of? Is there a specific way that your audience will benefit? When working with quantifiable problems and solutions, actual numbers are very effective in motivating your audience to continue to pay attention.

Diff: 1 Type: MC Objective: LO 11.2 34) One of the main goals of the closing or conclusion of your presentation is to ________.

A) establish rapport with the audience B) capture the audience's attention C) provide a roadmap to the sequence of your presentation D) ask the audience for what you want E) cite a surprising fact or statistic Answer: D Explanation: Ask the audience for what you want them to do. This is the only option that is listed under conclusions or ending the presentation. The other options are listed under goals for a presentation opening.

Diff: 1 Type: MC Objective: LO 11.2 35) You start your presentation with a question to your audience to capture their attention. You do not wish to invite a discussion at this point in your presentation. Which question would be the best choice?

A) How can we improve the workplace?

B) What are the things you are not satisfied with?

C) Why are you dissatisfied?

D) Is it important to improve the workplace?

E) What is it about this workplace that is causing so many of you to be dissatisfied?

Answer: D Explanation: When designing the right question, keep in mind the difference between an open-ended and a closed (closed-ended) question. An open-ended question needs a longer answer. You do not want to begin your presentation with a detailed discussion so you would choose a closed question that can be answered with a simple "yes" or "no."

Diff: 2 Type: MC Objective: LO 11.2

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36) At the end of your introduction, ________.

A) preview the presentation's organization B) ask your audience what they'd like you to tell them C) answer any questions you think will be on your audience's mind as they listen to your presentation D) call your audience to action E) make next steps clear Answer: A Explanation: Make a connection between the opening and the remainder of the presentation.

How will you be addressing the problem you have identified or organizing the information your audience needs to know? What is the flow of the presentation, and why is that flow logical?

Preview the presentation for the audience before discussing your points.

Diff: 2 Type: MC Objective: LO 11.2 37) Benita organizes a presentation by listing the three options to the business problem being addressed, in order of most desirable to least desirable. Benita is using ________ organization.

A) component parts B) chronological order C) conceptual order D) questions/answers E) categorization Answer: E Explanation: You are organizing by categorization when you group your content under key categories, like four reasons, five steps, or three options.

Diff: 2 Type: MC Objective: LO 11.2 38) Kyle is preparing a presentation about why the company should switch to a new operating system. Kyle organizes the content by listing the seven reasons for the switch, in order of least importance to greatest importance. Kyle ________.

A) should have ordered the reasons from greatest importance to least importance B) should have listed the reasons in the chronological order that they occurred in the company C) is including more categories than is recommended for this organizational pattern D) is appropriately following the opportunity/action pattern E) needs to add at least two more categories Answer: C Explanation: When you group your content under key categories, like four reasons, five steps, or three options, you are organizing by categorization. Categories can be listed in ascending or descending order, whichever makes most sense for the situation. However, it is recommended that you limit the number of categories to five or fewer to make it easier for your audience to follow.

Diff: 3 Type: MC Objective: LO 11.2

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39) Organizing content for a business presentation by the problem/solution pattern ________.

A) is counterintuitive, but sometimes useful B) should always involve equally weighting both parts C) means showing your audience how you can help them take advantage of an opportunity D) should usually weight the solution more heavily than the problem E) often results in presentations that don't achieve their goal because they spend so little time on the problem that they put too much weight on the solution Answer: D Explanation: Because business presentations often aim to solve problems, organizing the content by problem/solution can be very useful. The main challenge is to determine how to weight the two parts. Some business presentations fail because they spend so much time on the problem that they never get to the solution. In a business presentation, the solution usually deserves the most weight.

Diff: 2 Type: MC Objective: LO 11.2 40) If you are talking about proposed changes to a school curriculum and present changes to kindergarten, changes to the first grade, changes to the second grade, changes to the third grade, and changes to the fourth grade, you are breaking your content down into ________.

A) conceptual order B) component parts C) chronological order D) problem/solution E) question/answer Answer: B Explanation: To help your audience understand details, you can break a topic into its component parts. If, for example, you are discussing problems in your company, you could break them down by region or department.

Diff: 2 Type: MC Objective: LO 11.2 41) The end of a presentation is ________ the beginning.

A) as important as B) less important than C) far more important than D) insignificant compared to E) less memorable than Answer: A Explanation: The end of a presentation is as important as the beginning. Because the conclusion is the last thing the audience hears, it may be the first thing the audience remembers days or weeks after your presentation.

Diff: 2 Type: MC Objective: LO 11.2

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42) Visualizing the outcome for your audience means ________.

A) telling the audience what you've told them B) reminding your audience why you talked about the topics you discussed C) drawing up a plan for who is responsible for what D) providing a visual reference like a timeline to outline next steps E) painting a picture of the audience's world when your plans or recommendations are in place Answer: E Explanation: This means showing them what in their lives will be more efficient, less costly, more comfortable, or more competitive. It means describing the kind of satisfaction they will experience.

Diff: 2 Type: MC Objective: LO 11.2 43) In business communication, ________.

A) the message should be secondary to the presentation slide design B) you should encourage your audience to focus on the design elements of your slides C) it is best to make your slide design intricate to hold your audience's attention D) effective visual communication emphasizes your message over design elements E) when your slide design competes with your content, you're doing something right Answer: D Explanation: In business communication, the presentation slide design should always be secondary to your message. You don't want your audience to focus more on the pattern in the borders than on the message itself. The best approach is to keep your slide design simple so your readers can concentrate on the content you are trying to convey.

Diff: 2 Type: MC Objective: LO 11.2 44) A slide master ________.

A) is not available in PowerPoint B) enforces consistency in your visual elements C) saves you time but runs the risk of inconsistent formatting D) is useful as it allows you to cut and paste the formatting from one slide to the next E) is incompatible with a simple look Answer: B Explanation: A slide master is a presentation software tool that allows you to apply design features to all of your slides in that file. This tool will enforce consistency in your visual elements and also save you time, since you won't need to make changes on every slide you add.

Diff: 2 Type: MC Objective: LO 11.2

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45) Anne includes most of the text Anne plans to speak about during the presentation on the slides themselves. This is ________.

A) a good idea, so Anne can use the slides as a script during the presentation B) a good idea, since it will give the audience more to focus on C) a good idea, as white space on slides is undesirable D) a poor idea, because this layout will convey too much originality E) a poor idea, since the audience can absorb more when the slides contain less information Answer: E Explanation: Too many people use slides as their speaking script, crowding out all white space with detailed text. With so much content on the slide, your audience can focus on nothing.

Ironically, if the slide contains less information, your audience will absorb more.

Diff: 3 Type: MC Objective: LO 11.2 46) Using a bullet-point layout would be appropriate for all of the following EXCEPT A) the four steps in a manufacturing process.

B) several examples of how a problem is manifesting itself.

C) a paragraph citing several categories of marketing expenses.

D) a list of possible solutions to a problem.

E) the top three reasons for implementing a new process.

Answer: C Explanation: Bullets work best for lists: items that can be labelled as members of one category, such as reasons, examples, solutions, steps, etc. For text that is not a list, eliminate bullets altogether and present the content in text boxes, shapes, and diagrams.

Diff: 2 Type: MC Objective: LO 11.2 47) ________ are software effects that control when and how elements appear on your slide when you present.

A) Data slides B) Animations C) Story boards D) Slide masters E) Hyperlinks Answer: B Explanation: As a general guideline, use animations only if it helps present a slide effectively and if you believe it will help your audience better understand your points.

Diff: 1 Type: MC Objective: LO 11.2

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48) Your colleague Anita previews for you the slides Anita created for an upcoming presentation. You notice that the presentation has slide animations on almost every slide. What advice would you give Anita?

A) Animations are engaging and should be used anywhere possible on your slides.

B) Animations are not necessary, but fun, so you should squeeze them in as much as possible.

C) Animation should be used only to reveal bullet points one at a time.

D) Animation is encouraged only when it helps your audience better understand your point.

E) Animation trivializes your concepts and should not be used in serious presentations.

Answer: D Explanation: As a general guideline, use animations only if it helps present a slide effectively and if you believe it will help your audience better understand your points.

Diff: 3 Type: MC Objective: LO 11.2 John is nervous about an upcoming presentation and asks you for advice.

49) What advice should you give John regarding practicing?

A) Going over the words in your head is sufficient to prepare.

B) Saying the words aloud will create a "sound memory" to recall during your presentation.

C) Practicing will just make you more nervous about the whole presentation.

D) Going in spontaneously is most effective, as the adrenaline will propel you forward.

E) You want your words to sound natural, so don't practice them in advance.

Answer: B Explanation: The only way to become a good presenter is to practice. It's easy to feel nervous when you are not well prepared. A presenter needs to get ready, just as an athlete would practice regularly and then stretch to warm up. Practice means saying the words out loud, not merely going over them in your head, to create a "sound image" to recall during your actual presentation.

Diff: 2 Type: MC Objective: LO 11.3 50) John is unsure of where to stand during the presentation. What should you tell John?

A) If there's a podium, stand behind it to give yourself a feeling of security and superiority.

B) It's a good idea to use a large desk to create a barrier between you and your audience.

C) Don't walk about using a remote control, as this will confuse your audience.

D) If you are using a projector, try to walk between the screen and the projector's light.

E) Clear space around equipment so you can walk about with ease and approach the audience.

Answer: E Explanation: Don't create barriers between you and the audience. You want to be able to navigate the presentation space with ease and approach your audience.

Diff: 2 Type: MC Objective: LO 11.3

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51) Which of the following would NOT be a good last-minute tip to give John?

A) When you get to the meeting space, greet your audience and try to get used to talking with them.

B) If you're feeling stressed, use relaxation techniques to focus your mind.

C) If you're in a technology room that requires low light, start speaking with the lights low so as not to have to turn them down later and unsettle your audience.

D) If possible, start your presentation before projecting any visuals to connect with your audience before moving onto your slides.

E) Remove keys or loose change or anything else from your pockets that can jingle when you move and distract yourself and/or your audience.

Answer: C Explanation: If you're in a room that requires low light, begin speaking with the lights on. This guarantees that attention will be where you want it, on you and your message.

Diff: 2 Type: MC Objective: LO 11.3 52) You talk to John about how a presenter preparing to give a presentation is analogous to an athlete getting ready for an athletic performance. So, when you tell John to get into a ready position before speaking, this means John ________.

A) should get into a batting stance B) should get into position to make a jump shot C) must jog in place until John begins D) needs to stand in a position that makes John comfortable and confident, so that John's gestures and movements will feel more natural E) must always stand with hands loose, knees and elbows relaxed, weight balanced on both feet, and feet exactly a shoulder width apart Answer: D Explanation: This doesn't mean John should actually get into an athletic stance. It means John needs to get into a position that prepares them physically and psychologically for the task John is about to begin. In this case, the delivery of the presentation. While the specific stance suggested may work for John, if it doesn't feel comfortable and natural, then John needs to find one that does.

Diff: 2 Type: MC Objective: LO 11.3

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53) In less formal presentations, ________.

A) you still need to wear business-formal clothing B) your appearance is not significant, so you don't need to put any thought into what you wear C) you should wear clothing that looks neat and allows you to move comfortably D) you'd like people to focus on your clothing, so wear what you would wear for a night out E) you should choose a piece of jewellery that makes a statement to grab your audience's attention Answer: C Explanation: You should dress with care, even in less formal presentations. You want people to pay attention to you, not your clothing. Avoid distracting jewellery and, of course, turn off cell phones.

Diff: 2 Type: MC Objective: LO 11.3 54) In terms of body language, during a presentation you should ________.

A) stand in one position B) keep your hands in your pockets C) pick just a couple of people in the front of the audience with whom to make eye contact D) engage just the decision makers in the audience E) smile Answer: E Explanation: Like eye contact, smiling is a must. It projects energy and makes you appear happy to be presenting and encourages your audience to smile in return. Eye contact is critical for success, but should apply to everyone in your audience, not just the decision makers or those sitting front and centre. You should also move about the room and gesture while you speak.

Diff: 2 Type: MC Objective: LO 11.3 55) During a presentation, smiling ________.

A) is frowned upon B) projects energy C) is universally encouraged in both speaker and audience, regardless of cultural context D) tenses up your facial muscles E) makes it more likely your audience will argue with you Answer: B Explanation: In North America, smiling, like eye contact, is a must. It projects energy and makes you appear happy to be presenting. It is encouraged for several reasons, not least of which is that it encourages your audience to smile back, which will make them more receptive to your presentation. However, in some Eastern European cultures, smiling is reserved for friends and relatives. Stony stares from an Eastern European audience means they are paying attention, not that they are angry.

Diff: 2 Type: MC Objective: LO 11.3

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56) During a presentation, pausing intentionally ________.

A) signals that something new is coming B) should never be done C) prevents your audience from processing information D) is discouraged, as silence is always a speaker's enemy E) increases the incidence of "ers" and "ums" Answer: A Explanation: Silence can be a speaker's ally, not enemy. A quiet moment gives the audience time to process your information and signals that something new is coming. It is also one of the best ways to prevent "ers" and "ums."

Diff: 2 Type: MC Objective: LO 11.3 57) When presenting as a team, ________.

A) everyone on the team must participate equally in the presentation B) the sum of the parts should be greater than the whole C) interrupt immediately if a teammate forgets to mention a point D) practice transitions from person to person E) be prepared to present your own slides only Answer: D Explanation: During team presentations, each speaker needs to make a connection between their content and the next speaker's. This helps the audience follow the flow of your presentation.

Diff: 2 Type: MC Objective: LO 11.3 58) Rob sees an effective slide in a presentation given by a coworker. The next time Rob has to give a presentation, Rob remembers that slide and wants to use it. In this situation Rob should ________.

A) not use the slide, as doing so would violate Rob's coworker's copyright B) not use the slide, as doing so would be unethical and unoriginal C) use the slide without having to acknowledge the source D) use the slide only if Rob purchases a license to do so E) use the slide, being sure to include a citation Answer: C Explanation: Within an organization, it is usually acceptable to share slides to use in presentations made on behalf of the organization. In fact, some companies create slide libraries to encourage employees to use slides that have been preapproved, especially for customer and other public presentations. Since your company "owns" the slide you are borrowing, you do not have to acknowledge the source, although you may want to thank your coworker for bringing it to you.

Diff: 3 Type: MC Objective: LO 11.3

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59) The text makes an analogy between a presenter preparing to deliver a presentation and an athlete preparing for an athletic performance. Which of the following best illustrates how this analogy could be applied to the process of a presenter performing audience analysis?

A) scouting out the other team to discover the kinds of pitches their pitcher throws B) "trash talking" the opposition to diminish their confidence C) taking illegal performance enhancing aids to artificially boost your performance D) assessing the judges' preferences in order to tailor your figure skating performance to their tastes E) sabotaging the other team's equipment to gain an unfair advantage Answer: D Explanation: Figure skating is a subjective sport in which performance is assessed based in large part on how well the judges respond to it. If a skater knows the specific preferences of a judge, they can tweak a performance to capitalize on this. Of the choices, this one comes closest to the experience of a speaker performing audience analysis. The speaker can emphasize or deemphasize certain aspects of the material depending on the audience's interests, needs, and biases.

Diff: 3 Type: MC Objective: LO 11.3 60) You wish to insert a photo of some friends and you camping as part of a presentation you will be delivering to promote healthy lifestyles. What are the concerns around copyright or your right to share this photo?

A) Since you own it, there are no issues using it.

B) Since there are other people in the photo, you will need their permission in writing to use their image.

C) Since there are other people in the photo, and they are your friends, you just need to ask them if they agree to let you use the photo.

D) Since there are no children in the photo and you are the person who took the photo, you may use it.

E) Since you are not sharing the photo by giving it away to another person, you are just embedding it into your presentation, there are no issues and you may use it.

Answer: B Explanation: If you have taken pictures for research or choose to show pictures of people that you have taken, you must ask for permission in writing from everyone pictured to ensure that permission has been granted for the use of their image. Stay away from showing pictures of minors to negate any legal, human rights, or ethical issues. If you must show a photo of a child, you must get permission from their legal guardian or parent.

Diff: 3 Type: MC Objective: LO 11.3

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61) Which of the following is NOT a benefit of a Q&A session?

A) making your presentation interactive B) learning from their questions how well your audience understands your points C) having a chance to emphasize and expand upon important points D) diffusing criticism and objections with skillful replies E) fielding a question that takes the presentation off track Answer: E Explanation: If someone uses a question to try to take over the meeting, look for an opportunity to regain control of the discussion. Don't dismiss or insult the questioner by indicating that the question is irrelevant or off point. Instead, refer to the meeting agenda or the map of the presentation to get back on track.

Diff: 2 Type: MC Objective: LO 11.4 62) During your presentation, if someone asks a question that you cannot answer, ________.

A) never say "I don't know" B) stall for time and if after a minute or so you still can't answer, apologetically admit that you don't know C) don't be afraid to say "I don't know" D) maintain your credibility by trying to bluff your way around the question E) dismiss the question as irrelevant to avoid having to admit that you don't know Answer: C Explanation: If someone asks a question you cannot answer, don't be afraid to say, "I don't know." Credibility disappears when a speaker gets caught making up an answer. Just admit that you need to find the answer and then follow up with the questioner as soon as possible.

Diff: 2 Type: MC Objective: LO 11.4 63) An exchange with the audience at the end of your presentation ________.

A) helps you build your credibility by demonstrating your expertise and openness B) is not an effective way to make your presentation interactive C) gives you no way to deflect or address your audience's criticism D) undermines and trivializes the important parts of your presentation E) does not require or benefit from advance planning on your part Answer: A Explanation: This is one of the many benefits of a Q&A session. Others include making the presentation interactive, learning how well your audience understands your points, letting you emphasize or expand on your important points, and diffusing your audience's criticism and objections with skillful replies.

Diff: 2 Type: MC Objective: LO 11.4

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64) Emma is winding down the presentation and is ready for questions. Emma is excited about this interactive element of the presentation and really wants to encourage participation. Which of the following would be best for Emma to say?

A) Are there any questions?

B) What questions do you have?

C) That's it for the presentation, unless anyone has a question.

D) So, we're all done here except for questions.

E) Unless anyone has a question, we can wrap up.

Answer: B Explanation: This encourages participation by asking "what" questions there are, assuming and expecting that there will be some. It is better than asking "if" there are questions, which makes it easier for the audience to remain silent. The other choices make questions sound like an afterthought, not a valuable and planned part of the presentation. They could discourage audience members from asking questions, feeling that asking questions will prolong the meeting when everyone else is ready to move on.

Diff: 2 Type: MC Objective: LO 11.4 65) If you get a hostile question, ________.

A) become defensive B) try to prove that you are right C) say "I'll get to that later" D) dismiss the questioner E) work to identify the source of the objection Answer: E Explanation: A question like this requires an especially skillful answer. Be careful not to become defensive, and first reframe the question. Then acknowledge the other person's position and try to identify the source of the objection. Work on creating a mutual understanding of the issue rather than trying to be "right."

Diff: 2 Type: MC Objective: LO 11.4 66) During presentations, what is the meaning of the "three-part" answer?

A) You break you answer into three parts: introduction, body, and closing.

B) Use a title, headings throughout the body, and summary in your answers.

C) Think, what, where, and who to provide a complete answer.

D) Repeat the question, respond to the main point first, details second, verify that you have provided the answer.

E) Start by saying, "That is a good question," then if you do not know the answer, say so, then follow up with the person who asked the question after the presentation.

Answer: D Explanation: A professional response to a question has three parts. First, repeat or summarize the question for the audience. Second, respond to the main point first, details second. Third, verify with the questioner that you have provided the answer.

Diff: 2 Type: MC Objective: LO 11.4 23 .

67) During a presentation, what should you do if someone asks a question that takes the presentation off track (off topic)?

A) Smile and politely explain you do not have time to answer that question right now.

B) Let the person know that the question is irrelevant to the presentation and that they should focus their questions on the topics being delivered.

C) Regain control by stating, "That is a question for another presentation, not this one."

D) Thank the audience member for asking, then gently respond, "This question is off topic, and I need to stick to the topics of the presentation since the presentation is what the audience came here today to hear."

E) Refer to the meeting agenda or the map of the presentation to get back on track.

Answer: E Explanation: If someone uses a question to try to take over the meeting, look for an opportunity to regain control of the discussion. Do not dismiss or insult the questioner by indicating that the question is irrelevant or off point. Instead, refer to the meeting agenda or the map of the presentation to get back on track.

Diff: 2 Type: MC Objective: LO 11.4 68) Which of the following describes a web-based seminar that is broadcast over the Internet, has a live audience, and is intended to be interactive?

A) vlog B) podcast C) webcast D) webinar E) virtual asynchronous presentation Answer: D Explanation: a webinar is a web-based seminar that is broadcast over the Internet. Webinars have a live audience and are intended to be interactive. Audiences for a webinar are smaller (roughly 20-40 participants) than audiences for a webcast. A webinar can be recorded and archived for future audiences to view asynchronously.

Diff: 2 Type: MC Objective: LO 11.5

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69) When hosting an online meeting, which of the following is a guideline for managing the session professionally?

A) Tell the audience that you will not be answering questions because your presentation is for information only.

B) Wait 5 minutes after the start-time for the meeting then begin by posting a welcome slide.

This gives everyone time to arrive before you start.

C) Ensure that the audience has connectivity. Wait for them to confirm they see your presentation slides and hear your voice before you begin.

D) Try not to look directly into the webcam. Too much eye contact can send the wrong message.

E) To make yourself appear more relatable include your pets or children in the background of your video or audio.

Answer: C Explanation: Confirm with your audience that they have a stable connection and can see the presentation. Wait for them to confirm they can see your presentation slides and hear your voice before you begin.

Diff: 2 Type: MC Objective: LO 11.5 70) Less than one-quarter of the graduates entering the workforce excel at oral communication.

Answer: TRUE Explanation: Only 24 percent of the graduates entering the workforce excel at oral communication, yet employers consider oral communication to be the most important skill in a new hire.

Diff: 1 Type: TF Objective: LO 11.1 71) A business presentation generally emerges from a specific business question.

Answer: TRUE Explanation: Occasionally you may be asked to do a presentation on a specific topic, but presentations usually emerge from specific business questions.

Diff: 2 Type: TF Objective: LO 11.1 72) If you want your audience to know why the database is currently sluggish and understand how the adjustments being made will lead to better processing times, then your presentation is collaborative.

Answer: FALSE Explanation: This presentation is informational. A collaborative presentation would be one in which you want your audience to work together with you to reach an answer.

Diff: 2 Type: TF Objective: LO 11.1

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73) Flipcharts are a good choice of medium when presenting to a large audience in a large room.

Answer: FALSE Explanation: Flipcharts are a good choice when presenting to a small audience in a small room or when presenting to one or two people in an office or conference room.

Diff: 1 Type: TF Objective: LO 11.1 74) For most business presentations you want to show the audience your point of view, using the words I, me, and my and show how the results will benefit you and your cause.

Answer: FALSE Explanation: For most business presentations, take the audience's point of view (often using the words you, we, and us) and include other key players, such as the board of directors, employees, investors, customers, or partners, if they are involved.

Diff: 1 Type: TF Objective: LO 11.1 75) Typically, presentations fall into one of four categories, each with its own specific type of intended outcome.

Answer: TRUE Explanation: Typically, presentations fall into one of four categories, each with its own specific type of intended outcome. You may want your audience to a) understand or learn something, b) believe or do something, c) know how to do something, or d) collaborate with you to achieve an objective.

Diff: 1 Type: TF Objective: LO 11.1 76) The ability to present information effectively is so critical that some companies assess applicants' presentation skills as part of the hiring process.

Answer: TRUE Explanation: Employers consider oral communication to be a critical skill. Chris Cunningham, CEO of Appsavvy, explains that in the company all job candidates "must present to five to seven people as a final step before we hire them."

Diff: 1 Type: TF Objective: LO 11.1 77) A stand-alone presentation should not include an agenda slide.

Answer: FALSE Explanation: The inclusion of an agenda slide that communicates the main ideas and logic of the presentation is one of the three distinguishing features of a stand-alone presentation.

Diff: 2 Type: TF Objective: LO 11.2

26 .

78) Visual aid presentations ideally devote much more space to various forms of illustrations that focus the discussion and demonstrate the points than stand-alone presentations do.

Answer: TRUE Explanation: In these presentations, the speaker's words carry the main story of the presentation and the slides primarily provide illustration and backup.

Diff: 1 Type: TF Objective: LO 11.2 79) Your first job when the presentation begins is to get your audience's attention with a strong introduction.

Answer: TRUE Explanation: Your audience may not be focused on you at the beginning of the presentation. It is your job to start with an introduction that puts their focus on you.

Diff: 1 Type: TF Objective: LO 11.2 80) The end of a presentation has impact, but it is not as important as the beginning.

Answer: FALSE Explanation: The end of a presentation is as important as the beginning. Because the conclusion is the last thing the audience hears, it may be the first thing the audience remembers days or weeks after your presentation.

Diff: 2 Type: TF Objective: LO 11.2 81) In practicing the presentation, Carol finds it difficult to present a slide that incorporates animation. Therefore, Carol should remove the animation from the slide.

Answer: TRUE Explanation: Presenting an animated slide is more difficult than presenting one without animation. It is important to practice delivering the slide so that you know how to take advantage of the animation or can remove it if you find it difficult to present.

Diff: 2 Type: TF Objective: LO 11.2 82) Bryce feels nervous and awkward making presentations, so Bryce should address this problem by practicing.

Answer: TRUE Explanation: The only way to become a good presenter is to practice.

Diff: 1 Type: TF Objective: LO 11.3

27 .

83) Patricia's voices projects throughout the room during the presentation, but when answering a question from someone in the front row, Patricia should lower her voice accordingly.

Answer: FALSE Explanation: Even when you make eye contact with people in the front of the room, maintain the same level of volume so that people throughout the room can hear you. Too often, speakers lower their voices when they answer questions from people in the front of the room.

Diff: 3 Type: TF Objective: LO 11.3 84) Listening while you present can be so challenging that it is best not attempted.

Answer: FALSE Explanation: It is challenging but if you can gauge your audience's response as you are speaking you have the opportunity to revise and adjust.

Diff: 1 Type: TF Objective: LO 11.3 85) If you use a photo published on the Internet in your widely-distributed presentation, you don't need to get permission to use it from the original owner of the photo but you do need to acknowledge the source in your presentation.

Answer: FALSE Explanation: As the U.S. Copyright office says: "Acknowledging the source of the copyrighted material does not substitute for obtaining permission."

Diff: 2 Type: TF Objective: LO 11.3 86) When you're ready for questions ask, "Are there any questions?"

Answer: FALSE Explanation: Encourage participation by instead asking, "What questions do you have?"

Diff: 2 Type: TF Objective: LO 11.4 87) The first part of answering a question involves restating or summarizing it to be sure everyone heard it and that you understand it correctly.

Answer: TRUE Explanation: This also gives you time to think of an answer.

Diff: 1 Type: TF Objective: LO 11.4 88) Synchronous refers to the communication that takes place in "real-time," such as a phone conversation, meeting, or instant messaging exchange.

Answer: TRUE Explanation: Synchronous means at the same time, online meetings are synchronous as the participants are online at the same time.

Diff: 1 Type: TF Objective: LO 11.5

28 .

89) Emails, podcasts, vlogs, and text messaging are types of asynchronous communication.

Answer: TRUE Explanation: Asynchronous refers to communication that takes place with a time gap between the sending of the message, the receiving of the message, and the response (e.g., email, regular mail, or text messaging).

Diff: 1 Type: TF Objective: LO 11.5 90) Anytime you are using a webcam and a microphone as part of your presentation or meeting, make sure you have light on your face so the audience can connect with you.

Answer: TRUE Explanation: Anytime you are using a webcam and a microphone as part of your presentation or meeting, there are a few important factors to take into consideration. Your professionalism depends on getting these small details right. Pay attention to lighting. When you are hosting an online session, make sure you have light on your face. If the audience cannot see you, they cannot connect with you.

Diff: 1 Type: TF Objective: LO 11.5 91) Kendra will be presenting for the boss regarding a flex-time schedule. Kendra's boss does not accept arguments based solely on employee happiness or unhappiness. Discuss how knowing this could impact Kendra's presentation.

Answer: Knowing that employee satisfaction alone is not enough to convince the boss will be very useful information to Kendra. It would be easy in a presentation on this topic to stress employee unhappiness and morale. But Kendra would be better off emphasizing research that ties the flexible schedule to benefits for the company: increased productivity, decreased turnover rate, decreased absenteeism, etc.

Diff: 3 Type: ES Objective: LO 11.1 92) Discuss how the location of your presentation impacts your preparation for the presentation.

Answer: If you will be presenting in an unfamiliar room, try to practice your presentation there or in a similar room. Then you will know if you can stand next to your slides and point at them or whether you will have to stand at a microphone behind a podium. You will also be able to determine how loudly you will need to speak. If you will be speaking with a microphone, this could limit your mobility about the room. It's also important to know whether you can use your own laptop or if you will need to use equipment that is already in the room. If you will be using other equipment, check to ensure that all the fonts, images, video, audio, etc., perform as you intend them to. Make sure that any projected materials will be easy for the audience to read from where they will be sitting. It is also possible that you and your audience will not be in the same room if you are doing a conference call, video, or web chat. In such cases, you will need to determine how your audience will see your slides (if you have them), how they will ask questions, and how you will interact with them.

Diff: 3 Type: ES Objective: LO 11.1

29 .

93) Why is the question of whether your audience is in the same room with you considered part of setting analysis and not part of audience analysis?

Answer: Answers will vary; some thoughts follow. Analyzing your audience deals with learning about the people you will be communicating with and how their personal and professional feelings, attitudes, experience, etc., impact the content you will develop and deliver.

This will impact the language you choose, the information you include, the points you emphasize, etc. Whether or not the audience will be in the same room with you doesn't affect the content you develop, it just impacts how you deliver that content: face to face, over the phone, or via video conferencing. The physical location of the audience is in this case a logistical issue, not one that requires insight into their beliefs, biases, etc.

Diff: 3 Type: ES Objective: LO 11.1 94) You are giving a presentation attempting to persuade your audience to approve a redesign of your company's retail website. Give examples of ways to build rapport with your audience by stating a fact, telling an anecdote, quoting a familiar saying, or asking a question.

Answer: Answers will vary; some examples follow.

Fact: Research shows that if it takes a customer more than 4 clicks to find the item they want on a retail website, they abandon the effort and go elsewhere.

Anecdote: Just the other day I saw an ad for a product I thought would make a great gift for my mom. I went to my computer and typed in the URL to look at the product that interested me. I got to a page that looked attractive enough, but I didn't immediately see what I was looking for.

After checking out a few ambiguously titled pull-down menus and clicking on some products that sounded like they might be what I saw, I gave up. The advertisement did its job, getting me to my computer to look at the site, but the website made it so difficult to find and purchase the gift that I sent my mom flowers instead. From a much more user-friendly website, I might add!

Quote: The old saying goes, "You can lead a horse to water, but you can't make him drink."

Well, what if a thirsty horse comes looking for water, but when he gets there it's so difficult for him to figure out how to actually get a drink that he leaves? This is what seems to be happening with our website. We can see that we're getting lots of clicks from interested customers, but they're not able to complete their purchases because our site makes it too difficult and time-consuming for them to find what they want.

Question: Would you be surprised to learn that a recent survey of our customers revealed that our site was only rated 2.1 on a scale of 1 to 10 for ease of use?

Diff: 3 Type: ES Objective: LO 11.2

30 .

95) How can your audience analysis help you motivate your audience to care?

Answer: An audience will care about your presentation if they believe it is valuable to them.

During audience analysis, you consider relevant personal information about your audience, audience needs and interests, audience attitudes and biases, audience familiarity with the topic and jargon, etc. Knowing this information about your audience will let you know if they are experiencing a problem you can solve, if they feel a need for change, if the opportunity you are presenting is one they can take advantage of, and how in particular they will benefit from what you are discussing. This is very important, as it can alter the emphasis you place on different elements of your presentation. If you know your principal audience is focused on the bottom line, you would emphasize cost savings over other benefits. If you know that your principal audience has a vested interest in technology ventures, you could emphasize the cutting-edge aspect of your proposal. If you know that your principal audience is on a mission to improve employee satisfaction, you can stress how your proposal will improve morale.

Diff: 3 Type: ES Objective: LO 11.2 96) During a presentation it is so difficult to observe the audience's reactions for feedback.

Explain why a presenter would want to observe an audience's reactions for feedback, and two (2) ways a presenter might do this.

Answer: Answers will vary; some thoughts follow. During the presentation, observe the audience for feedback. Are they nodding in agreement with you or nodding off from boredom?

Do they look interested in your content or confused by it? If you gauge your audience's response as you are speaking, you have the opportunity to adjust your delivery style, if needed. Pausing between sections gives you an opportunity to see if they are attentive and interested. Asking questions can also help assess the audience's response, though you should be mindful to ask only close-ended inquiries that assess the audience's participation (e.g., "I know this process is complicated. Does anyone need additional explanation?"). If you don't restrict the questions, you run the risk of opening up a Q&A session and throwing your presentation off the tracks.

Diff: 3 Type: ES Objective: LO 11.3

31 .

97) When presenting in a team, describe four (4) guidelines you should follow.

Answer: Guidelines include: 1) Take advantage of everyone's strength. In a class, your instructor may require that everyone on your team participate equally in the presentation.

However, in business the main reason to plan a team presentation is to take advantage of each person's strengths and knowledge. Ensure that everyone who is presenting has a defined role in the presentation and that the team projects a unified and confident image. The whole should be greater than the sum of the parts. 2) Decide how you will handle introductions. Will the first presenter introduce everyone at the beginning? Or will people introduce themselves? This may seem like a minor point, but unless you have planned and practiced this, your opening minute will be awkward. If it is your job to introduce your team members, learn their full name, learn the pronunciation, and say it slowly so the audience can hear it. 3) Practice transitions from person to person. During team presentations, each speaker needs to make a connection between their content and the next speaker's content. As you finish speaking, introduce the next speaker and topic, making that connection. 4) Let your teammates speak. If your teammate forgets to mention a point or presents material differently from the way you would like it explained, do not interrupt to expand on the answer. Doing that will damage the image of your team and undermine your teammate. Allow your teammate to finish. You can come back to the point later.

5) Correct a teammate only when necessary. If your teammate fumbles or says something wrong, do not immediately correct the error, especially if the point is not very important. If it is an important point that must be clarified, make the correction very politely and considerately. 6) Be prepared to present other teammates' slides. Emergencies arise and teammates may be late to a presentation or they may not come at all. Be sure that you are able to present every slide in the presentation in case you need to step in at the last moment. Student should answer with any four of these guidelines.

Diff: 3 Type: ES Objective: LO 11.3 98) The chapter offers advice on body language during the delivery of a presentation. Discuss three (3) ways in which this advice need to be adjusted for non-Canadian audiences.

Answer: Answers will vary; some examples follow. For Canadian audiences, the chapter specifies that eye contact is a must. Speakers are encouraged to make eye contact with everyone in the room, not just the key decision makers or those sitting front and centre. In some Asian cultures, however, people are uncomfortable with direct eye contact and may look down or away rather than directly at the presenter. In these cultures, lack of eye contact may be a sign of respect.

Speakers are also encouraged to move about the room and gesture to emphasize aspects of the presentation. In other cultures, presenters are more calm and reserved. To determine the appropriate use of hand gestures and expression, pay attention to other presenters from that culture. You can often find examples on YouTube and other media sites.

In Canada, smiling, like eye contact, is a must. It is encouraged for several reasons, not least of which is that it encourages your audience to smile back, which will make them more receptive to your presentation. However, in some Eastern European cultures, smiling is reserved for friends and relatives. Stony stares from an Eastern European audience means they are paying attention, not that they are angry.

Diff: 3 Type: ES Objective: LO 11.3 32 .

99) How can audience analysis help you handle a Q&A session?

Answer: Audience analysis can help you plan in advance for a Q&A session. A key way to do so is to think in advance about questions your audience is likely to have and plan short answers.

During audience analysis, you consider relevant personal information about your audience, audience needs and interests, audience attitudes and biases, audience familiarity with the topic and jargon, etc. This information will aid you as you try to anticipate the areas that will cause questions to arise out of genuine curiosity or an intent to undermine your presentation.

Familiarity with your audience will be especially helpful in handling hostile questions. In these situations, your goal is not to become defensive, but to try to identify the source of the objection.

A good audience analysis can put you in a better position to do so and work on creating a mutual understanding of the contentious issue. Knowing from your audience analysis that someone is averse to your proposal or disagrees with certain aspects of it can better prepare you in the event that someone uses a question to try to take over the meeting. You'll be less likely to dismiss or insult the questioner if you anticipate the event in advance and can artfully get the meeting back on track.

Diff: 3 Type: ES Objective: LO 11.1 100) Greg was taught that if you do not know the answer to a question you should never say "I don't know." Do you agree or disagree with this? Why or why not?

Answer: Answers will vary; some thoughts follow. Restating or summarizing the question, the first step of answering any question, can buy you a little time to come up with an answer. If you still are unable to answer the question, don't be afraid to say "I don't know." People are often afraid to admit not knowing the answer, as they fear this will diminish their credibility. But credibility disappears when a speaker gets caught making up an answer. Hemming and hawing and rambling on without coming up with an answer will take time, and therefore emphasize the fact that you don't know the answer. Instead, just admit that you need to find the answer and then follow up with the questioner as soon as possible. While ideally you wouldn't have to face a question you can't answer, trying to bluff your way out of this situation instead of simply stating you can't answer the question now and moving on, is potentially more damaging to your credibility and the flow of the rest of your presentation.

Diff: 3 Type: ES Objective: LO 11.4 101) A presentation is easiest to follow when it has a clear and simple organization. Discuss three (3) ways in which you can organize the middle of the presentation to be easy to understand.

Answer: Provide as much data as you need to accomplish your goal, as long as you prioritize points that are meaningful to the audience, limit the number of main points you include, and make the relationship between points clear by using recognizable patterns. A visual map can help you clarify the relationship between ideas. It is critical you think carefully about what is meaningful to the audience and present only the points that are relevant to the audience. Your audience will remember your content better if you do not overload them with information.

Presentation experts recommend that you limit your number of main points in a presentation to four or five. Your audience will find it easier to follow your information if they can recognize the pattern of your thinking.

Diff: 3 Type: ES Objective: LO 11.2 33 .

102) Your audience will find it easier to follow your information if they can recognize the patterns of your thinking. Describe three (3) organizational patters for presentations.

Answer: • Categorization: Group content under key categories, such as four reasons, five steps, or three options.

• Component parts: Examples such as geographical regions, automobile parts such as the body, the engine and mechanical components, the chassis, and the interior.

• Chronological order: Works best if you are presenting the timeline for a project or phases to implement a new system.

• Conceptual order: You might find it useful to develop a model or diagram that illustrates the relationship between the ideas you plan to present, and then use that visual to organize your presentation.

• Problem/solution: Because business presentations often aim to solve problems, organizing the content by problem/solution can be very useful.

• Opportunity/action: Rather than focusing on the problem, you emphasize an opportunity that will be valuable to your audience and then show how you can help them take advantage of this opportunity.

• Questions/answers: You may be able to imagine questions that will on your audience's minds.

These questions can help you organize a presentation.

Diff: 3 Type: ES Objective: LO 11.2 103) Describe three (3) fundamental design guidelines that will help you develop slides that support effective visual communication.

Answer: The following fundamental design guidelines will help you develop slides that support effective visual communication.

• Create a slide master. A slide master is a presentation editing tool that allows you to apply design features to all of your slides in that file.

• Keep it simple. Avoid frequently used stock templates that immediately communicate a lack of originality or effort. Also avoid templates with decorative, nonfunctional graphics.

• Use basic, solid backgrounds. Avoid dramatic or complex backgrounds.

• Use contrasting colour for text. Text should contrast with backgrounds.

• Use a consistent colour palette. Choose a set of colours to use for graphs, tables, and emphasis in text. Stick with your choice for the entire presentation.

• Use simple bullets. Avoid overly ornate dingbats and arrows that detract from your content and may not project correctly.

• Use a coherent set of fonts. Presentations typically use a single font along with variations in its style such as italic and bold.

• Keep your font sizes consistent on all slides. Do not shrink fonts on some slides to fit more text.

• Position slide elements consistently. Do not guess where the headline goes or where the logo should be positioned. You can use copy/paste or duplicate the slides to maintain consistency.

Student should include any three of the above points in their answer.

Diff: 3 Type: ES Objective: LO 11.2 34 .

104) There are four types of audience questions that require especially skillful answers. Explain how you would handle each of these two (2) types of questions: 1) A hostile question.

2) A question you plan to answer later.

Answer: 1) A hostile question. If the questioner seems antagonistic, be careful not to become defensive.

First, reframe the question, stating it in a way that seems less hostile and more objective. Then acknowledge the other person's position and try to identify the source of the objection. Work on creating a mutual understanding of the issue rather than trying to be "right."

2) A question you plan to answer later. If you plan to answer the question later, do not dismiss the question by saying, "I'll get to that later." Instead, give the questioner a short answer immediately and then mention that more detail will follow. This should satisfy the person's needs to know and maintain their attention.

Diff: 3 Type: ES Objective: LO 11.4 105) There are four types of audience questions that require especially skillful answers. Explain how you would handle each of these two (2) types of questions: 1) An idea that you have already rejected.

2) A question that takes the presentation off track.

Answer: 1) An idea that you have already rejected. If someone raises an alternative you have already rejected, do not be too quick to dismiss the idea. The person could get defensive.

Acknowledge the possible value of the alternative, and then explain objectively the reasoning that led you to reject it.

2) A question that takes the presentation off track. If someone uses a question to try to take over the meeting, look for an opportunity to regain control of the discussion. Do not dismiss or insult the questioner by indicating that the question is irrelevant or off point. Instead, refer to the meeting agenda or the map of the presentation to get back on track.

Diff: 3 Type: ES Objective: LO 11.4 106) Discuss three (3) things you should do to prepare a suitable setting for your online presentation or meeting.

Answer: Student should answer three of the following. 1) Pay attention to lighting. Make sure you have light on your face. 2) Let the camera frame your face and shoulders. 3) Test your microphone. A small investment in an external microphone will make sure you are heard. 4) Prepare a suitable visual background. If you are using a tool that does not allow you to drop in a virtual background, make sure you have something neutral (wall, paintings, bookshelf) behind you. 5) Prepare a suitable auditory background. The microphone will pick up everything.

Remove distractions like pets, children, mechanical sounds (i.e. a dishwasher), or any other distracting sound that will interfere with the smooth delivery of your material.

Diff: 2 Type: ES Objective: LO 11.5

35 .

Business Communication: Polishing Your Professional Presence, 2Ce (Shwom/Snyder) Chapter 12 Communicating Your Professional Brand: Social Media, Resumés, Cover Letters, and Interviews 1) Which of the following is TRUE of analyzing your strengths and skills?

A) It should be done after composing a resumé and cover letter.

B) It helps you determine which jobs you are best qualified to pursue.

C) It builds a strong occupational network around you.

D) It helps you gain experience in the particular field.

E) It helps you gain transferrable skills that relate to your career goals.

Answer: B Explanation: Analyzing your strengths and skills helps you determine which jobs you are best qualified to pursue.

Diff: 2 Type: MC Objective: LO 12.1 2) Which of the following represents a consistent image for you to present, helping you stand out when compared to other applicants?

A) virtual image B) professional brand C) brand image D) cross-cultural experience E) elevator pitch Answer: B Explanation: Employers will evaluate your skills and abilities, your character and fit with the job, and your growth potential. To pass that evaluation, you need to be confident that you are applying for the right job, and you need to communicate a strong professional brand—the image you present that makes you stand out compared with other applicants.

Diff: 2 Type: MC Objective: LO 12.1 3) Which of the following is a benefit to analyzing your strengths and skills before applying for a job?

A) You can eliminate the need to develop a personal brand.

B) You can incorporate those skills into all social media activity.

C) You can participate in more activities that support your interests and academic major.

D) You can build evidence of skills to use in the resumé and interview.

E) You can better determine which clubs and organizations to join.

Answer: D Explanation: Analyzing your strengths and skills helps you accomplish two goals. First, you can determine which jobs you are best qualified to pursue. Second, you can build evidence of your skills to use in your cover letters, resumés, and interviews to sell yourself to a potential employer.

Diff: 1 Type: MC Objective: LO 12.1

1 .

4) Which of the following should be used to communicate the unique value you offer your employer?

A) networking B) signature block C) expertise pitch D) brand message E) tag line Answer: D Explanation: At the core of a professional brand is a brand message—a statement that communicates the unique value you offer your employers. Begin to develop your brand message by synthesizing the core skills and talents you've already identified.

Diff: 2 Type: MC Objective: LO 12.1 5) Which of the following best defines your network?

A) everyone you know B) everyone linked to your social media accounts C) everyone you know who is aware of your career goals D) everyone who has received a copy of your resumé E) everyone you are connected to on LinkedIn Answer: C Explanation: To be competitive in today's job market, you need make yourself visible on social media by creating a professional social media presence and by engaging your network–the people you know who are aware of your career goals.

Diff: 2 Type: MC Objective: LO 12.1 6) ________ is the most popular social media site for employers.

A) LinkedIn B) Twitter C) Facebook D) Bing E) Google Answer: A Explanation: The most popular social media site for employers is LinkedIn. Employers use LinkedIn more than twice as much as any other social media to search for potential candidates and to learn more about candidates who apply. However, they also use Facebook, Twitter, blogs, and Pinterest to get a feel for the personality of candidates.

Diff: 2 Type: MC Objective: LO 12.1

2 .

7) In the context of creating a professional brand, which of the following terms best represents a concise statement designed to communicate your value and initiate a deeper conversation?

A) value proposition B) elevator pitch C) mission statement D) memorandum E) vision statement Answer: B Explanation: The term "elevator pitch" refers to a concise statement designed to communicate the value of an idea, product, or job candidate; intrigue the audience; and initiate a deeper conversation.

Diff: 1 Type: MC Objective: LO 12.1 8) Which of the following is most likely to be included in the professional signature block on an email message?

A) link to Facebook account B) hobbies C) family details D) contact information E) philosophical quotation Answer: D Explanation: Adding a professional signature block to your email messages is an effective way to provide your contact information. A signature block can also help you sell your strengths and your professional brand.

Diff: 1 Type: MC Objective: LO 12.2 9) What can be done to determine and develop your personal brand message?

A) Create a three-minute elevator pitch.

B) Understand what matters to you and what you are good at.

C) Use your social media profiles to "sell" those skills.

D) Ask for feedback after each interview.

E) Use social media to survey your network.

Answer: B Explanation: Analyzing your strengths and skills helps you accomplish two goals. First, you can determine which jobs you are best qualified to pursue. Second, you can build evidence of your skills to use to sell yourself to a potential employer in your cover letters, resumés, and interviews.

Diff: 3 Type: MC Objective: LO 12.1

3 .

10) Which of the following should be used to help you emphasize skills when you have limited work experience related to a position?

A) LinkedIn B) chronological resumé C) combination resumé D) a variety of social media sites E) functional resumé Answer: E Explanation: The functional resumé emphasizes the skills that qualify you for the position. This format is appropriate for applicants who have limited work experience related to the position, such as students who are pursuing internships or professional positions immediately after graduation and who have no related work experience.

Diff: 2 Type: MC Objective: LO 12.2 11) Which of the following is one of the ways recommended to build your personal brand?

A) Have your email templates designed by a professional designer to make it look attractive.

B) Include a signature block in your email to provide educational qualifications and family details.

C) Choose an email address that represents your name, phone number, and date of birth.

D) Wait for 24 hours before returning calls and emails so as not to appear too eager.

E) Avoid distracting background music or cute sayings in your voice mail greeting.

Answer: E Explanation: During your employment search, avoid distracting background music or cute sayings in your voice mail greeting.

Diff: 2 Type: MC Objective: LO 12.2 12) Once an employer has received a resumé, they may spend only ________.

A) six seconds reviewing it B) three minutes reviewing it C) one day reviewing it D) five minutes reviewing it E) 90 seconds reviewing it Answer: A Explanation: Before a resumé makes it to the employer's screen, it may have already been scanned digitally for keywords, phrases, and credentials. Once an employer has received a resumé, they spend only six seconds reviewing it.

Diff: 1 Type: MC Objective: LO 12.2

4 .

13) The chronological resumé format ________.

A) emphasizes work experience B) emphasizes skills C) emphasizes professional contacts D) is the most appropriate for those applicants who have limited work experience related to the position E) is most appropriate for those students who are about to start their career Answer: A Explanation: The chronological resumé format lists content sequentially, starting with the most recent experience.

Diff: 2 Type: MC Objective: LO 12.2 14) A(n) ________ resumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

A) chronological B) integrated C) functional D) plain text E) combination Answer: A Explanation: A chronological resumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

Diff: 2 Type: MC Objective: LO 12.2 15) The chronological resumé ________.

A) is a nontraditional format B) lists content in sequential order, starting with the oldest and working forward C) highlights education and work experience as the primary assets of the applicant D) is more appropriate for those applicants who have limited work experience related to the position E) emphasizes the skills that qualify an applicant for the position Answer: C Explanation: The chronological resumé is a traditional format that lists content in sequential order, starting with the most recent and working backward. It highlights education and work experience as the primary assets of the applicant. It is most appropriate for applicants who have work experience that explicitly qualifies them for the new position.

Diff: 2 Type: MC Objective: LO 12.2

5 .

16) The ________ format is most appropriate for applicants who have worked in positions closely related to the one they are applying for and who also want to emphasize the advanced skillsets required for the new position.

A) chronological B) traditional C) functional D) combined E) plain text Answer: D Explanation: The combined resumé highlights the strengths of applicants who have both relevant experience and skills.

Diff: 2 Type: MC Objective: LO 12.2 17) The contact information on your resumé ________.

A) does not require a postal mailing address in this increasingly technological age B) should not include links to your social media sites C) should omit your email address D) should include a phone number that has a professional voice mail greeting E) needs to be all-inclusive: all of your email addresses, permanent and present addresses if applicable, as well as your landline and mobile phone numbers Answer: D Explanation: Since most employers rely on email addresses and telephone numbers to communicate with applicants, use only your permanent address, assuming that you can be quickly notified if you receive mail. List just one professional email address that you are using for your job search and one phone number that has a professional voice mail greeting.

Diff: 2 Type: MC Objective: LO 12.2 18) Which of the following is FALSE about an objective statement on a resumé?

A) Keep it concise.

B) Relate it to the position you are applying for.

C) It can outline what you can do for the employer.

D) Can be challenging to write.

E) Be sure it is general and widely applies to numerous potential employers.

Answer: E Explanation: An objective statement should be concise, it should relate to the position you are applying for, and it should outline what you can do for the employer. They are also often challenging to write.

Diff: 2 Type: MC Objective: LO 12.2

6 .

19) Which of the following statements would be considered an effective statement for work experience?

A) Responsible for the night crew at Arby's.

B) Experience with general office duties.

C) Worked as a packager on an assembly line.

D) Typed and filed confidential correspondence.

E) Effective team player.

Answer: D Explanation: Be specific about capabilities. Avoid vague, generic phrases. Don't exaggerate your capabilities. Begin each item with an action verb. Be consistent with verb tenses within each job you list.

Diff: 3 Type: MC Objective: LO 12.2 20) Within the experience section of your resumé, ________.

A) use past tense verbs for all jobs B) use present tense verbs for current jobs and past tense verbs for previous jobs C) verb tense does not matter as long as within each item you are consistent in verb tense D) use "ing" on the end of all verbs for consistency E) end every bulleted item with a verb Answer: B Explanation: Be consistent with verb tenses within each job you list. Use present tense verbs for current jobs and past tense verbs for previous jobs.

Diff: 3 Type: MC Objective: LO 12.2 21) Exaggerating on your resumé ________.

A) is acceptable to a given level B) is often overlooked if the information is trivial C) is acceptable if the information pertains to your previous job, but not current job D) can't hurt you after you have been given the job E) can quickly damage your brand image Answer: E Explanation: It may seem obvious not to lie on your resumé, but potential employers can perceive even slight exaggerations of your accomplishments as lies. Even if you make it through the screening process and have proven yourself as a valuable employee, lying on your resumé can cut your career short.

Diff: 2 Type: MC Objective: LO 12.2

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22) A cover letter ________.

A) should not include your skills, as they will be mentioned in your resumé B) is not a persuasive message C) highlights the knowledge and skills most important to the specific position D) should be generic enough so that you can use it to apply for any job in your field E) does not need to specify the position you are applying for Answer: C Explanation: A cover letter is a persuasive message that sells your resumé to the employer, so it plays a critical role in your employment communication. It typically includes a standard set of information, including the job you are applying for. But it should be tailored to demonstrate how you are qualified for this specific position.

Diff: 2 Type: MC Objective: LO 12.2 23) A cover letter is a(n) ________ sent to a prospective employer.

A) routine message B) persuasive message C) goodwill message D) FYI message E) claim message Answer: B Explanation: A cover letter is sometimes called a letter of application, and is a persuasive letter or email sent to a prospective employer along with a resumé that "sells" your resumé to the employer.

Diff: 1 Type: MC Objective: LO 12.2 24) During the first review of your resumé, what types of information are recruiters looking for?

A) critical data points B) the application letter C) references D) job duties and responsibilities E) type of degree Answer: A Explanation: During this first stage of resumé review, employers aim to identify the most qualified candidates out of a pool of applicants. In these brief moments, employers focus on a few critical data points: your name; where you currently work, your start date, and your title; where you previously worked, your start and end date, and your title; and your education.

Diff: 2 Type: MC Objective: LO 12.2

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25) If you want to emphasize skills in your resumé, what format should you use to develop the resumé?

A) chronological B) traditional C) functional D) web based E) combination Answer: C Explanation: The functional resumé emphasizes the skills that qualify you for the position. This format is appropriate for applicants who have limited work experience related to the position, for example students who are pursuing internships or professional positions immediately after graduation and who have no related work experience.

Diff: 2 Type: MC Objective: LO 12.2 26) What should be done to create the most effective content for a resumé?

A) Include an all-inclusive list of skills.

B) Include all jobs ever held.

C) Put your education at the end of the resumé.

D) Tailor the content for each position.

E) Include objective statements.

Answer: D Explanation: When composing your resumé, tailor the content for the specific job you are seeking. Many job applicants incorrectly assume that an all-inclusive list of skills and experience on a resumé helps them be everything to every employer.

Diff: 2 Type: MC Objective: LO 12.2 27) How should a candidate prepare a resumé so it can be entered successfully in an applicant tracking system?

A) Put key words in italics.

B) Include additional design elements.

C) Send the resumé as a Word file.

D) Include links.

E) Create a plain-text version.

Answer: E Explanation: After you have composed and formatted the content to your satisfaction, create a plain-text version of your resumé that you can use to cut and paste content into web-based databases, called applicant tracking systems, which companies often use to search and sort candidates' information.

Diff: 3 Type: MC Objective: LO 12.2

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28) A(n) ________ is written in response to an advertisement or posting that requests applications.

A) solicited cover letter B) unsolicited cover letter C) memorandum D) letter of reference E) recommendation Answer: A Explanation: A solicited cover letter is written in response to an advertisement or posting that requests applications. The audience is actively looking for someone to fill the job, so to catch their attention, all you need to do is name the position you are applying for.

Diff: 2 Type: MC Objective: LO 12.2 29) When you write an unsolicited cover letter, ________.

A) gaining attention is relatively easy B) you are replying to a posting that requests applications C) your audience is actively looking for someone to fill the job D) do not end the letter by requesting an interview E) you need to persuade your audience to read your letter, rather than discard it Answer: E Explanation: In an unsolicited cover letter, gaining attention is more challenging. Because the company did not request applications, you need to persuade the audience to read your message rather than ignore or discard it.

Diff: 2 Type: MC Objective: LO 12.2 30) When writing a solicited cover letter, what can be done to immediately get the reader's attention?

A) Use a personal template.

B) Name the position you are applying for.

C) Use bold and colourful graphics.

D) Build interest with keywords.

E) Ask for an interview.

Answer: B Explanation: The audience is actively looking for someone to fill the job; to catch their attention, all you need to do is name the position you are applying for. To motivate the audience to read further, you can explain why you believe you are a good fit for the job, or you can demonstrate relevant knowledge about the company.

Diff: 2 Type: MC Objective: LO 12.2

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31) When writing a cover letter, after specifying the job you're applying for, what should follow?

A) your qualifications for that position B) a request for an interview C) why you want to work for that company D) how the position will enhance your skills E) how the position supports your career goals Answer: A Explanation: A cover letter typically includes a standard set of information. It introduces you and your resumé, specifies the position you are applying for, highlights your qualifications for that position, and requests an interview. Although all cover letters contain this basic information, an effective cover letter will be tailored to meet the needs of the employer by describing how you are qualified for the specific position.

Diff: 3 Type: MC Objective: LO 12.2 32) When writing a cover letter using the AIDA plan, what type of information should be included in the interest/desire section?

A) what interests you most about the position B) how much you want to work for the organization C) skills and abilities that support the goals of the company D) a request for an interview E) what job you are applying for Answer: C Explanation: Rather than simply restating the content of your resumé, demonstrate your knowledge of the company by showing how your abilities match the mission or goals of the potential employer.

Diff: 2 Type: MC Objective: LO 12.2 33) Which of the following terms best represents an interview that is conducted by telephone or by computer and webcam?

A) one-on-one interview B) panel interview C) group interview D) action interview E) virtual interview Answer: E Explanation: A virtual interview is conducted by telephone or by computer and webcam to filter candidates before scheduling onsite interviews, especially for candidates who need to travel to participate in the interview.

Diff: 1 Type: MC Objective: LO 12.3

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34) Interviews are designed to determine if the employer feels a candidate is a good fit for the job. What benefit does an interview offer the job candidate?

A) The candidate can determine whether the job is a good fit for them.

B) The candidate can compare salaries and promotional opportunities.

C) Any interview is an opportunity to practice social skills.

D) The candidate can determine the effectiveness of their social media sites.

E) The candidate can learn how to respond under pressure.

Answer: A Explanation: A job interview is a mutual learning experience. The employer will learn more about you to determine whether you are a good fit for the job, and you will learn more about the company and the position to determine whether the job is a good fit for you.

Diff: 2 Type: MC Objective: LO 12.3 35) Which of the following types of interviews is most likely to involve several people, such as a search committee, who gather in a conference or seminar room with a job applicant to discuss the position?

A) group interview B) telephone interview C) panel interview D) one-on-one interview E) action interview Answer: C Explanation: A panel interview involves several people, such as a search committee, who gather in a conference or seminar room with a job applicant to discuss the position. This format is similar to a traditional one-on-one interview, just with more people asking the questions.

Diff: 2 Type: MC Objective: LO 12.3 36) In a panel interview, ________.

A) make eye contact only with the senior-most person in the group B) etiquette dictates that you only shake hands if panel members extend their hands first C) if panel members do not introduce themselves, wait until the conclusion of the meeting to ask for their names and positions D) business cards are usually not distributed E) creating a "map" of the table labeled with each panel member's information is a good idea Answer: E Explanation: You should get and keep track of the panel members' names and positions. When you write down names and titles, draw a box that represents the table you are sitting at and record their information on the paper in the order they're positioned around the room. This will give you an easy reference to use. If you are not offered business cards by panel members, it is appropriate to ask for a moment to learn their names and positions.

Diff: 2 Type: MC Objective: LO 12.3

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37) ________ questions are designed to determine how you would make decisions, solve problems, or respond to stressful situations.

A) Action B) Behavioural C) STAR D) Demographic E) Simulated Answer: B Explanation: Behavioural questions are designed to determine how you would make decisions, solve problems, or respond to stressful situations. Your answers to these questions should demonstrate your collaborative skills, innovative thinking, and leadership qualities.

Diff: 2 Type: MC Objective: LO 12.3 38) A thank-you message should be sent ________ an interview.

A) two days after B) at least 30 hours after C) within 24 hours of D) one week after E) on the third day from the date of Answer: C Explanation: Thank people for the time they took out of their busy schedules to meet with you within 24 hours of the meeting or interview.

Diff: 1 Type: MC Objective: LO 12.3 39) Thank-you messages ________.

A) should never be handwritten and mailed B) must always be typed C) seem more official when emailed than when typed and sent as a letter D) should be personal and reflect your conversation with the person to whom you're writing E) must be at least three paragraphs long Answer: D Explanation: Review your notes from the interview to personalize the content of your thank-you notes. Your thank-you messages should reflect your conversations with the person to whom you are writing.

Diff: 2 Type: MC Objective: LO 12.3

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40) Which of the following can managers assess with behavioural questions during an interview?

A) real weakness B) level of aggressiveness C) decision making skills D) collaborative nature E) confidence Answer: D Explanation: Hiring managers use the group interview format to assess your collaborative nature and how well you might fit into the company's culture.

Diff: 2 Type: MC Objective: LO 12.3 41) On-campus interviews ________.

A) are always conducted by the same recruiters who represent companies at career fairs B) are never conducted by actual hiring managers from companies C) rarely use the traditional one-on-one format D) are generally of a duration of 10 minutes E) vary greatly from simple one-on-one interviews that may last only a half hour to detailed agendas that span two days Answer: E Explanation: On campus and onsite company interviews vary greatly from simple one-on-one interviews that may last only a half hour to detailed agendas that span two days and involve many people in several interviews, presentations, and meals.

Diff: 2 Type: MC Objective: LO 12.3 42) What is the advantage to practicing responses to standard interview questions out loud, before the interview?

A) You will be able to craft elaborate responses.

B) You can eliminate unimportant details about your skills.

C) You will be able to limit your professional brand and focus on your personal statement.

D) Your responses will sound natural.

E) You will be sure to share information important to you.

Answer: D Explanation: As part of your interview preparation, develop clear, concise answers to these questions, along with details that allow you to elaborate about your strengths and sell your professional brand. Rather than bringing scripted responses with you, practice beforehand (and aloud) so your answers don't sound canned.

Diff: 2 Type: MC Objective: LO 12.3

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43) What type of questions is used to determine how you would make a decision or respond to a stressful situation?

A) closed B) open-ended C) subjective D) objective E) behavioural Answer: E Explanation: You should be prepared to address behavioural questions, which are designed to determine how you would make decisions, solve problems, or respond to stressful situations.

Diff: 2 Type: MC Objective: LO 12.3 44) STAR is used to respond to behavioural questions and identifies which of the following?

A) situation, task, action, and result B) story, time, alternative, and reasoning C) situation, team, alternative, and result D) simulation, task, action, and reasoning E) story, task, alternative, and reasoning Answer: A Explanation: One well-established method of responding to behavioural questions is to use the STAR Method, which stands for situation, task, action, and result. Using this framework, you develop a story that identifies a situation in which you completed a task (such as solving a problem or making a decision) by implementing a specific action that ended in a positive result.

Research suggests that problem-solving stories are a powerful way to communicate competence.

Diff: 2 Type: MC Objective: LO 12.3 45) If a company has a casual dress code, what can be assumed about interview attire?

A) Business formal attire is appropriate.

B) Bright colours are acceptable to wear.

C) Jewelry and other accessories are appropriate.

D) The company wants to see uniqueness and self-expression from the candidates.

E) Looser, baggier clothes are appropriate.

Answer: A Explanation: Although business casual may be the dress code in the company where you are interviewing, unless you are explicitly told otherwise, wear business formal clothing to job interviews. When dressing for interviews, follow one key rule: even if you are interviewing in a more casual workplace, wear business formal attire to the interview.

Diff: 3 Type: MC Objective: LO 12.3

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46) Body language and eye contact are strong influencers used to do what?

A) to get the job B) to make a strong, positive impression C) to clearly identify what type of work you are looking for D) to learn about the company E) to find out the salary and benefits associated with the position Answer: B Explanation: Body language and eye contact are strong influencers of creating a first impression, but it is equally important to act like you are ready to be in the workplace. Starting from when you walk in the door, your professional presence can make a strong, positive, and lasting impression.

Diff: 3 Type: MC Objective: LO 12.3 47) When interviewing, acting like you are ready to be in the workplace is accomplished by ________.

A) being ready when you arrive B) having copies of your resumé and other supplemental material C) managing first impressions D) paying attention to body language and eye contact E) turning your cell phone off Answer: C Explanation: Body language and eye contact are strong influencers, but it is equally important that you act like you are ready to be in the workplace. Starting from when you walk in the door, your professional presence can make a strong, positive, and lasting impression.

Diff: 3 Type: MC Objective: LO 12.3 48) When you write thank-you notes after the interview, what should your thank-you note reflect?

A) what you liked best about the company B) information on projects C) salary information D) conversations with the person you are writing to E) overall impression of the opportunity Answer: D Explanation: Your thank-you messages should reflect your conversations with the person to whom you are writing and stress one or two key points: things you forgot to mention during the interview or points you want to highlight.

Diff: 2 Type: MC Objective: LO 12.3

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49) When expressing thanks after an interview, what is the most effective medium to use to indicate personal interest in the company?

A) text message B) phone call C) word-processed note D) email note E) handwritten note Answer: E Explanation: Typed business letters may seem more "official," but handwritten thank-you notes may be the most effective medium for saying "thank you," especially if you have personalized stationery. From both professional and personal perspectives, people perceive a handwritten message as a sincere gesture that speaks volumes about your character and indicates a personal interest in the company or relationship.

Diff: 2 Type: MC Objective: LO 12.3 50) Which of the following is the first step in developing and marketing your professional brand?

A) Know which companies you want to work for.

B) Establish how to present yourself to companies during the application process.

C) Understand your goals and skills.

D) Evaluate your virtual image.

E) Practice interviewing to gain experience.

Answer: C Explanation: By understanding your goals and skills, you can develop and market your professional brand–the image you present that makes you stand out compared to other applicants.

You project your brand through your personal interactions, email messages, and social media content.

Diff: 2 Type: MC Objective: LO 12.1 51) Analyzing your strengths and skills helps you ________.

A) make a good impression with employers B) determine which jobs you are best qualified to pursue C) become a better team player D) improves your communication skills E) use social media to find job opportunities Answer: B Explanation: Analyzing your strengths and skills helps you accomplish two goals: 1) You can determine which jobs you are best qualified to pursue; 2) You can build evidence of your skills to use in your cover letters, resumés, and interviews to sell yourself to a potential employer.

Remember to update this "skill inventory" frequently to keep your list current and to help tailor your resumé to different jobs.

Diff: 2 Type: MC Objective: LO 12.1

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52) In LinkedIn, recommendations enhance your credibility, especially when ________.

A) many friends recommend you B) you have relatives post something nice about you C) they come from industry professionals D) there are more than 15 recommendations E) the recommendations range in time from early in your career to the current date Answer: C Explanation: Ask for recommendations from those in your network who can write about strengths and skills. Recommendations enhance your credibility, especially when they come from industry professionals.

Diff: 2 Type: MC Objective: LO 12.1 53) To highlight your value to employers through social media, avoid posting ________.

A) information about conferences or presentations you attend B) information about new trends in your industry C) comments about your travel or interesting articles and books D) negative comments or "liking" questionable content E) information about scholarships and awards Answer: D Explanation: When highlighting your value to employers in your social media content avoid posting negative comments or "liking" questionable content (such as inappropriate photos or offensive jokes). All other options are posts you should make.

Diff: 2 Type: MC Objective: LO 12.1 54) On your resumé, an objective statement ________.

A) explains to employers the aspects of the job you object to B) shows that the object of your resumé is your work experience C) shows how your goals can help an employer D) explains that you understand the objects you will be working with E) explains that you have no objections to the job Answer: C Explanation: Use an objective statement on a resumé to show how your goals can help an employer.

Diff: 1 Type: MC Objective: LO 12.2

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55) On your resumé, list your work experience in ________.

A) ascending alphabetical order (A-Z) B) descending alphabetical order (Z-A) C) reverse chronological order (oldest to most recent) D) chronological order (most recent to oldest) E) any of the above orders as long as you do NOT include internships or volunteer work Answer: D Explanation: List work experience in chronological order, beginning with the most recent position. Include internships even if they were volunteer jobs.

Diff: 2 Type: MC Objective: LO 12.2 56) When writing the work experience and skills and abilities sections of your resumé, begin each item with ________.

A) a question B) the word "I" C) a noun D) an action verb E) a pronoun Answer: D Explanation: When composing effective work experience and skills and abilities sections on your resumé begin each item with an action verb, never with the personal pronoun "I," which would be repetitive.

Diff: 1 Type: MC Objective: LO 12.2 57) An effective cover letter will be tailored to meet the employer's needs by ________.

A) restating all the points on your resumé B) describing how you are qualified for the specific position C) slightly exaggerating your capabilities D) using big words to impress the employer and demonstrate your keen communication skills E) using professional block format in the letter to demonstrate your word processing skills Answer: B Explanation: An effective cover letter will be tailored to meet the employer's needs by describing how you are qualified for the specific position. To determine how to customize your cover letter, use the words in the job posting or advertisement as you describe your experience, skills and background. A persuasive letter or email sent to a prospective employer along with a resumé will "sell" your resumé to the employer.

Diff: 1 Type: MC Objective: LO 12.2

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58) How long should you wait after the application deadline before following up with a prospective employer to enquire about the status of your application submission?

A) three weeks B) five days C) one day D) submit then follow up right away to ensure they received it E) fourteen days Answer: B Explanation: If you have not heard from an employer five days after the application submission deadline, you can contact the employer to inquire about the status of your application. Follow up by phone or email, whichever medium you believe the employer would prefer, and use the opportunity to further sell your fit for the job.

Diff: 2 Type: MC Objective: LO 12.2 59) For all interview formats you should ________.

A) research the company ahead of time B) be in a quiet location where you will not be disturbed C) take the initiative to approach each person and introduce yourself D) let the interviewer hang up the phone first E) ensure the room is not noisy and is free of clutter Answer: A Explanation: For all interview formats research the companies you want to meet with ahead of time so you are knowledgeable about their products and services, mission statements, and open positions. All other options are benefits of specific types of interviews.

Diff: 2 Type: MC Objective: LO 12.3 60) How you communicate your knowledge and skills through your professional brand will determine your job opportunities, and your continued success throughout your career.

Answer: TRUE Explanation: How you communicate your knowledge and skills through your professional brand will determine your job opportunities as well as your continued success throughout your career.

Diff: 2 Type: TF Objective: LO 12.1 61) Analyzing your own career interests and goals will limit your employment opportunities.

Answer: FALSE Explanation: Analyzing your own career interests and goals will help you decide what employment opportunities to pursue. You should also analyze your strengths and skills, options for identifying job openings, and your professional image.

Diff: 2 Type: TF Objective: LO 12.1

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62) Internships and summer jobs do not accurately portray a potential career opportunity in a particular field.

Answer: FALSE Explanation: Internships and summer jobs can provide exposure to industries and fields to help you determine if you are truly interested in pursuing a career in a particular field. Internships can help you and your potential employer determine if you are a good fit.

Diff: 2 Type: TF Objective: LO 12.2 63) It is most effective to focus your time and energy into creating one perfect resumé which you can use for all situations.

Answer: FALSE Explanation: No single resumé format or style is perfect for all resumés. In fact, you may need to create two or more versions of your resumé to fit different submission requirements and career interests.

Diff: 2 Type: TF Objective: LO 12.2 64) A functional resumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

Answer: FALSE Explanation: A chronological resumé is a traditional format that organizes the content in sequential order, starting with the most recent and working backward.

Diff: 2 Type: TF Objective: LO 12.2 65) Your resumé should be tailored for each specific job you are seeking.

Answer: TRUE Explanation: When composing your resumé, tailor the content for the specific job you are seeking. Resumés with long lists require prospective employers to hunt to find the relevant qualifications. To make the information easy to find, organize your content as illustrated in the sample resumés.

Diff: 2 Type: TF Objective: LO 12.2 66) Potential employers can perceive even slight exaggerations of your accomplishments as lies.

This could damage your brand image.

Answer: TRUE Explanation: Potential employers can perceive even slight exaggerations of your accomplishments as lies. For example, exaggerating that you belonged to a club when you merely attended some of its workshops and seminars could be viewed as misrepresentation and hurt your chances for getting the job.

Diff: 2 Type: TF Objective: LO 12.2

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67) Social media tools like Facebook and Twitter should never be used when conducting a job search.

Answer: FALSE Explanation: Connecting with Facebook groups can extend your network and provide opportunities to gain experience. And you can use Twitter's advanced search feature to find jobs in specific areas or industries. Keep an open mind about opportunities that do not match your ideal job or ideal location; you never know what opportunity might lead to another option.

Diff: 1 Type: TF Objective: LO 12.2 68) The STAR Method, which stands for situation, task, action, and result, is a well-established method of responding to behavioural questions.

Answer: TRUE Explanation: The STAR Method, which stands for situation, task, action, and result, is a well-established method of responding to behavioural questions.

Diff: 2 Type: TF Objective: LO 12.3 69) Employers cite dressing inappropriately as one of the biggest mistakes job applicants make in interviews.

Answer: TRUE Explanation: Employers cite dressing inappropriately as one of the biggest mistakes job applicants make in interviews. The unsuccessful applicants dress much too casually, wearing street clothes such as jeans, low-slung pants, short skirts, gym shoes, or sandals.

Diff: 2 Type: TF Objective: LO 12.3 70) If interviewing at a company where business casual is the dress code, you can safely assume you don't need to wear formal business attire for the interview.

Answer: FALSE Explanation: Unless you are explicitly told otherwise, your job interview clothing should be business formal.

Diff: 2 Type: TF Objective: LO 12.3 71) Your goal at an interview is not to express your personality through clothing and accessories, but to dress in a way that allows people to focus on what you say.

Answer: TRUE Explanation: Your goal at an interview is not to express your personality through clothing and accessories, but to dress in a way that allows people to focus on what you say.

Diff: 1 Type: TF Objective: LO 12.3

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72) You should wait for at least 48 hours after an interview to send a thank-you message expressing your gratitude for the interviewer's time.

Answer: FALSE Explanation: It is recommended that you send a thank-you message within 24 hours of the interview.

Diff: 1 Type: TF Objective: LO 12.3 73) A good question for a job interview is to ask the interviewer how many employees they have.

Answer: FALSE Explanation: Asking where the company's headquarters is located or how many employees tells the interviewer that you did not do your research.

Diff: 1 Type: TF Objective: LO 12.3 74) Your answers to behavioural questions during a job interview should demonstrate to employers how interested you are in obtaining the job.

Answer: FALSE Explanation: Behavioural questions are designed to determine how you would make decisions, solve problems, or respond to stressful situations. Your answers to these questions should demonstrate your collaborative skills, innovative thinking, and leadership abilities.

Diff: 2 Type: TF Objective: LO 12.3 75) During an interview it is very important that you listen to questions and respond appropriately. It is not important to have good questions to ask when the interviewer asks you if you have any questions.

Answer: FALSE Explanation: Interviewers commonly ask candidates if they have questions. Therefore, you must also be prepared to ask thoughtful questions. Not having a good question to ask is a common and detrimental interview mistake, according to employment specialists.

Diff: 1 Type: TF Objective: LO 12.3 76) Always ask three or four well-researched questions to demonstrate your interest in the job and organization.

Answer: TRUE Explanation: Avoid asking questions that you could have easily research on your own. Do not ask questions that are more relevant once you have been offered the position.

Diff: 1 Type: TF Objective: LO 12.3

23 .

77) You should avoid backlighting if you are participating in a virtual job interview.

Answer: TRUE Explanation: You should avoid backlighting. This is a common mistake in online communications. Having a strong light, like a window or strong lamp, behind you make it impossible for anyone to see your face clearly. Always put light on your face, not behind your head.

Diff: 1 Type: TF Objective: LO 12.3 78) When analyzing your strengths and skills, why do you think you should list even those work experiences that don't directly relate to the focus of your current job search?

Answer: Analyzing your strengths and skills helps you accomplish two goals: determining which jobs you are best qualified to pursue and building evidence of your skills to use in cover letters, resumés, and interviews. While a prior job experience may not directly relate to the specific field of your current job search, the skills that the job requires might. For example, writing, editing, analyzing, and communicating are all skills that range across many fields and professions, and are highly valued in all. Writing down all your past experiences can also lead you to discover patterns of skills that you weren't fully aware of, or discover common aspects of jobs that you particularly enjoy. This again can help you determine the particular types of jobs you are suited to and interested in. And having a record of all your prior experience and skills is good to have as your career goals shift; what seems unimportant today could be highly relevant down the line.

Diff: 2 Type: ES Objective: LO 12.1 79) Discuss the connection between a resumé and a cover letter.

Answer: Both a resumé and cover letter are most effective when they are customized to show why you are a good fit for the position you are applying for. The easier you make it for employers to see you are a match, by highlighting relevant information and keywords instead of including long exhaustive lists, the more likely you are to make it to the next round. Remember, employers evaluate your materials very quickly to see whether you should be considered for the job. So, job descriptions, objectives (if included), and the text of cover letters should demonstrate how you exemplify the particular skills and requirements of the job you are applying for and persuade employers not to reject your application. Your cover letter is a persuasive message that tries to "sell" your resumé to the potential employer. Your cover letter should not simply restate the contents of your resumé. It should demonstrate your knowledge of the company by showing how your abilities match the mission or goals of the potential employer, which you learn about from the company's website. The cover letter is also a good place to address a skill or qualification listed in the job description that you are lacking. Instead of exaggerating your abilities, you might try to reduce resistance to your persuasive appeal. For example, you could subordinate a qualification you are missing and then emphasize what other skills or experience compensate for this and qualify you for the position. Your cover letter should indicate that your resumé is attached to the email or enclosed with a postal letter.

Diff: 3 Type: ES Objective: LO 12.2

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80) Discuss ways to ensure you present a professional image in a virtual interview.

Answer: To ensure you present a professional image in a virtual interview, follow the advice for all virtual interviews and these additional video-specific guidelines.

Include the same professional photo that you use in your social media profiles.

Select a professional background. What the interviewer sees behind you can be as important as what you are wearing. If possible, use a business office or a conference room. If you don't have access to a professional environment, position yourself in front of a neatly organized bookshelf or desk. Use good lighting. Your computer should be between you and a sunny window or table lamp so the interviewer can see you without shadows or glare. Look into the camera and not on your screen so it appears you are making eye contact. Ensure a good connection and equipment.

Also, use a good camera and microphone, and make sure the connections are secure so you won't inadvertently unplug something as you gesture during the interview. Use good body language and "active listening" cues. Recent studies show that it's more difficult to appear "likeable" on screen than it is in person. This makes it even more important that, in addition to making eye contact as mentioned above, you sit up straight, smile, and lean in toward the computer to look engaged. Sit at a comfortable distance so the interviewer can see more than your head, and use normal gestures. Make "listening" noises such as "hmm" and "right" to demonstrate your connection to the speaker. Practice. Test your background, lighting, eye contact, and connection quality with friends and family to ensure you are presenting a professional image. Ask for feedback about your interview attire, the tone and volume of your voice, and any distracting background sights or sounds.

Diff: 3 Type: ES Objective: LO 12.3 81) Describe the significance of your appearance during a job interview.

Answer: When you present yourself for an interview, you want to convey the sense that you will fit in and be productive in that particular work environment. Though you attempt to demonstrate this through the persuasive responses you give and the informed questions you ask during your interview, you can't avoid the fact that appearance plays a role in the interviewer's evaluation of you. You should use your professional appearance to your advantage by giving every visual cue that you can that you are a mature, responsible professional who will fit in and be an effective and productive addition to the team. Your goal at an interview is not to express your personality through your clothing and accessories, but to dress in a way that allows people to focus on what you say.

Diff: 3 Type: ES Objective: LO 12.3

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82) Discuss three (3) things you should do before launching a job search when reviewing your online image to ensure it shows your professional brand.

Answer: Students answers will vary. Students should include three of the following: 1) Clean up your social media sites before launching a job search. Continuously monitor them; 2) Remove unprofessional content, such as pictures, negative comments, and other information you do not want a potential employer to see; 3) Ask your friends to remove content about you (or at least your identification) from their social media sites if that content may be perceived as unprofessional; 4) Google yourself. Search within social media to see what others can find about you online. Repeat this on a weekly basis.

Diff: 2 Type: ES Objective: LO 12.2 83) Assume you sent your application to a company in interest to a specific job posting. The submission deadline has past and you wish to follow-up with the company. Describe the steps you would take to follow-up by phone, and the type of conversation you would have.

Answer: Answers may vary, but should include: 1) Address the hiring manager or contact person by name; 2) Indicate the position you applied for and when you sent your resumé; 3) Briefly identify your knowledge of the company and your interest in a long-term career with the company; 4) Ask if additional information is required; 5) Request an interview and provide your contact information; 6) Close on a positive, forward-looking note.

Diff: 3 Type: ES Objective: LO 12.2

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84) For job interviews, starting from when you walk in the door, your professional presence can make a strong, positive, and lasting impression. List and discuss three (3) ways in which you can make a professional impression on the potential employer when attending an in-person job interview.

Answer: Student answers will vary. Students should include three of the following points: 1) Arrive early. This is true for both online or in-person interviews. If travelling to an in-person interview, know how long it will take you to get to the interview location. Research parking areas if you are driving. Know how long it will take to walk from the transit stop to the location.

If you are concerned, check out the location one or two days ahead of time. Be ready and waiting in the reception area about 10 minutes before the interview time. Use the restroom before the interview begins; 2) Look ready to work. Carry a pad of paper and nice pen. Do not try to take notes on a keyboard/tablet unless you can do so effectively with a stylus. Bring updated copies of your resumé printed on good paper as well as on a smart drive or USB key. Have business cards handy with your name, email address, and phone number. Bring several copies of your list of references with complete contact information. Bring personal notes or website printouts about the company and the job for your reference. Bring a list of questions you plan to ask the interviewer. Ensure you have necessary personal items, such as tissues or bottled water; 3) Greet people professionally. Use people's names when you meet them. Use people's last names until they ask you to use their first names. Shake hands with everyone you meet, and practice your handshake ahead of time to ensure a firm, solid grip; 4) Treat support staff with courtesy and respect. Be polite and respectful to everyone you meet during your interview experience, including the receptionist who asks you to wait in an outer office and the assistant who offers you a cup of coffee.

Diff: 2 Type: ES Objective: LO 12.3

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85) Choose either Facebook, LinkedIn, or Twitter, then discuss three (3) ways a potential job seeker should use their account during a job search.

Answer: Students answers will vary. Answers should include three (3) of the following points.

Facebook: Use a professional photo of yourself as well as a cover photo that illustrates or helps define your brand. Post recent activity updates that highlight professional accomplishments.

"Like" companies that you want to work for as well as professional groups and job sites. Interact with these sites by posting comments and asking questions. Expand your connections by sending friend requests to faculty, staff, and anyone you meet through professional contacts. Subscribe to sites of professionals who are in your desired job field.

Twitter: Create a compelling bio. Keep it short, no more than 166 characters. Use your real name rather than a "Twitter handle" to increase your credibility. Use keywords from your brand message to compose your bio. Think of your bio as an elevator pitch. Include your school's name, the year you will graduate, and any awards you have received. Twitter is less formal than other platforms, so it's possible to add some personality and still be professional. Use Twitter as a job-search tool. Subscribe to industry- or job-related lists and participate in talks and discussions. Tweet about the topics. Follow important people in your field. Research industry leaders and follow new people each month to continuously expand your network. Post updates on your job search. Retweet interesting posts from important people in your target industry, and tweet links to interesting industry-related articles.

LinkedIn: Create a compelling profile. Use a photo that presents you as a professional. Write a persuasive headline, the statement that appears below your name. Tailor your headline to sell your strengths and persuade a recruiter to continue to read your profile. Create a summary that serves as an advertisement for you and sells your professional brand. Highlight your strengths and abilities. Provide compelling details. Include your education, current and past employment, and other experiences that demonstrate your professional skills. Use keywords that recruiters might search. Showcase visual and written work with links to your personal website, your YouTube channel, e-portfolios, and publications. Use LinkedIn as a job-search tool. Use LinkedIn's built-in applications to pull feeds from your Twitter account and blog postings, and then tweet.

Diff: 2 Type: ES Objective: LO 12.2

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