Test Bank for Business Communication;Process & Product 10th Edition by Mary Guffey & Dana Loewy

TEST BANK

TEST BANK

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Chap 01_10e Indicate whether the statement is true or false.

1. Social media apps are considered disruptive technologies because they hinder our workplace productivity. a. True b. False 2. Items found on the Internet, such as news articles, photos, and music, are in the public domain and free to be used or shared. a. True b. False 3. E-mail is considered a leaner medium than face-to-face communication. a. True b. False 4. David, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager. This is an example of an upward flow of communication. a. True b. False 5. Today’s new communication technologies have made writing skills less important than in the past. a. True b. False 6. Communicators who intentionally obscure meaning with long sentences and difficult words are being unethical. a. True b. False 7. According to media richness theory, face-to-face conversations are the richest because they provide more helpful cues and allow for immediate feedback. a. True b. False 8. Melinda, a company department manager, frequently communicates via text messages with other department managers within the company. This is an example of an upward flow of communication. a. True b. False 9. Maxwell is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-Oxley regulation. This is an example of internal communication. a. True b. False 10. E-commerce refers to mobile technology businesses. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 11. Ethical standards usually consist of convenience, personal goals, and company profits. a. True b. False 12. E-mail is rapidly becoming the preferred communication channel for online customer service. a. True b. False 13. External communication for routine purposes is likely to be handled via e-mail. a. True b. False 14. Managers can use the grapevine productively by sharing bad news as well as good news. a. True b. False 15. Backchannel communication refers to the conversations that occur prior to a meeting or presentation to aid in its planning. a. True b. False 16. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand. a. True b. False 17. Information flows through formal communication channels in three directions: downward, upward, and spiral. a. True b. False 18. Project-based teams are becoming a thing of the past as workers are dispersed in various locations. a. True b. False 19. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth. a. True b. False 20. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates. a. True b. False 21. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication (live chat, IM). a. True b. False

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Chap 01_10e 22. To improve information flow, many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication. a. True b. False 23. A company’s CEO has developed a five-year strategic plan and will share it with all employees. This is an example of downward communication. a. True b. False 24. Flattened management hierarchies allow companies to react more quickly to market changes. a. True b. False 25. Sharing economy refers to full-time positions being divided over two employees working part-time. a. True b. False 26. The term information worker refers to an employee who is responsible for creating and maintaining company databases. a. True b. False 27. Diverse workforces are more likely to create the products that consumers demand. a. True b. False 28. One challenge posed by flatter organizations is that every employee must be a skilled communicator. a. True b. False 29. Future-proof occupations include those that involve data processing and operating machinery. a. True b. False 30. Digital nomads refer to workers who are unable to travel because they must be on site to troubleshoot company technology issues. a. True b. False

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Chap 01_10e Indicate the answer choice that best completes the statement or answers the question.

31. The impact of mobile technology and globalization on today’s workplace includes the need for communication skills to be adapted to various cultures, workers expected to be accessible 24/7, multinational companies adjusting their products to meet cultural tastes and practices, and ________. a. writing skills becoming less important b. an increasingly blurred line between work and leisure c. more employees working part time d. less frequent communication among coworkers 32. The radical transformation of today's workplace demands a well-trained workforce equipped with soft skills, which are sometimes also referred to as _______. a. cultural awareness b. diplomacy c. emotional intelligence d. academic intelligence 33. A free exchange of information helps organizations a. respond rapidly to changing markets. b. build employee morale. c. serve the public. d. do all of these (respond rapidly to changing markets, build employee morale, serve the public).

34. Social presence is defined as a. how extroverted a person is. b. how well a company uses social media for communication. c. the degree of “salience” (being there) between a sender and receiver using a communication medium. d. a person’s ability to get along with others.

35. Mina wants to use the communication medium with the highest social presence. Which of the following should she choose? a. E-mail b. Blog posting c. Discussion forum posting d. Live chat 36. Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were. Which of the following questions is not important as you decide what to do? a. Is the action you are considering legal? b. Are there better alternatives? c. Would family, friends, or coworkers approve? d. What is the best channel of communication to use in responding to your boss?

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Chap 01_10e 37. Managers can use the grapevine productively by respecting employees' desire to know, acting promptly to correct misinformation, and ________. a. sharing only good news to keep employee morale high b. sharing both good and bad news c. decreasing the amount of information delivered through formal channels d. becoming an active part of the grapevine to spy on employees 38. "Flattening" of management hierarchies most directly refers to ________. a. fewer layers of managers separating decision makers from line workers b. employees being promoted to supervisory positions more quickly c. more managers overseeing decision making d. hiring freezes implemented to save money 39. Which of the following is an example of an informal organizational communication channel? a. A supervisor gives a performance appraisal to her subordinate. b. An employee suggests to his supervisor a way to increase productivity in his department. c. Research and development team members hold a virtual meeting to discuss ideas for future products. d. An employee starts a blog to share her personal work experiences, opinions, and observations.

40. Media richness most directly refers to ________. a. the cost of the communication channel b. the length of a written message c. the amount of helpful cues and immediate feedback a medium provides d. the level of the person who sends the message 41. The three basic functions of business communication are to ________. a. inform, entertain, and impress b. inform, persuade, and promote goodwill c. inform, persuade, and explain d. inform, instruct, and entertain 42. Which of the following is an example of downward communication in an organization? a. A business professor submits a conference report to her dean. b. Four accountants meet to discuss the quarterly financial reports. c. Members of a task force submit a progress report to the CEO. d. The CFO sends information about a new accounting regulation to employees in the accounting department.

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Chap 01_10e 43. Sensitive communicators know the difference between facts and opinions. Which of the following statements would be considered factual? a. Consumers are willing to pay more for a product if they believe that it was produced ethically under fairtrade standards. b. Social responsibility is a marketing tool to increase sales. c. Women have been limited by the corporate "glass ceiling." d. Women are starting businesses at two times the rate of men.

44. Which of the following statements about diversity in today's workplaces is most accurate? a. U.S. workplaces are becoming less diverse as baby boomers are retiring. b. More diverse teams are more likely to create the products that consumers demand. c. The gender gap is lowest in the science and engineering fields. d. Workplace diversity is less necessary because the economy has already become global.

45. Lucy works in an office that has nonterritorial workspaces. This is new to her, and she would like to display good open office etiquette. What should she do? a. Speak in a soft voice and wear headphones to cut down on noise. b. Try to get to the office first each morning so that she always gets the best desk. c. Engage in a lot of chitchat to get to know her coworkers better. d. Eavesdrop as often as possible to learn about the company culture.

46. Around-the-clock availability means that _______. a. you will be paid for working 24 hours a day, 7 days a week, 365 days a year b. you may be expected to answer questions or respond to a crisis, even if your regular work day is over c. all employees must work an equal number of hours d. employers will no longer grant paid vacation time 47. Gerard has recently begun working with a new group of people in his company to create new procedures for storing data. Once the new procedures are in place, the team will disband and members will be assigned to various other projects within the organization. This type of temporary formation is also known as _______. a. gigging b. contracting c. teaming d. sharing 48. Media with high social presence ________. a. involve written communication b. are personal and convey warmth c. are sent via Twitter or Facebook d. must have a large audience

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Chap 01_10e 49. Which of the following statements about writing skills is most accurate? a. Writing skills in today's workplace are an advantage, but they are not a necessity. b. Only the very top level of salaried employees need good writing skills. c. Having good writing skills can improve your chances for promotion and can result in higher earnings. d. Today's communication technologies have made writing obsolete.

50. Expected changes in globalization are most likely to result in _______. a. a reverse in globalization as trade barriers increase and economies shift back to being more localized b. increased global competition for high-end technology jobs c. decreased cross-border communication and connectivity d. fewer struggles over intellectual property 51. In which part of the globe do today's workers put in the longest hours on average? a. Japan b. Europe c. United States d. Middle East 52. In addition to possessing strong communication skills, today's workers must also be media savvy, which means ________. a. exercising good judgment when posting messages on the Internet and writing e-mails b. using effective marketing tools to promote a company's products and services c. increasing their computer programming skills d. connecting with large numbers of people on LinkedIn 53. Which of the following is an example of horizontal communication in an organization? a. Six marketing reps meet to discuss ideas for targeting new customers. b. An accounting clerk submits a progress report about a current project to her supervisor. c. An employee suggests to her supervisor a way to improve customer service. d. A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense claims.

54. Covering up incidents, abusing sick days, lying to a supervisor, taking credit for a colleague's ideas, and inflating grades on a résumé are examples of ________. a. breaking the law b. protecting your professional brand c. unethical actions d. workplace distrust

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Chap 01_10e 55. Our current sharing economy refers to _______. a. the division of one full-time position over two or more part-time employees b. businesses conducting marketing via both traditional and new media c. the rise of app-based platforms allowing consumers to share services such as rides and lodging d. employees working primarily remotely instead of reporting to an office 56. Today's employees should plan for lifelong learning and constant training, actively plan their own career paths, and ________. a. limit their use of technology b. count on employers to provide clearly defined working hours c. expect to receive predictable pay increases d. be willing to continually learn new skills 57. Virtual office refers to _______. a. a smartphone app that aids in completion of administrative tasks b. a workspace that is mobile and decentralized c. a brick-and-mortar building to which employees report to work d. a workplace environment requiring little to no interaction among employees 58. The synchronous digital interactions that run parallel to a meeting or presentation are called _______ communication. a. backchannel b. real-time c. disruptive d. presence 59. Which of the following statements about global competition is least accurate? a. Only medium and large companies compete globally. b. Many traditional U.S. companies generate more profit abroad than locally. c. If necessary, multinational companies should adjust their products to different palates. d. Successful communication in global markets requires developing new skills and attitudes.

60. Which of the following is an example of external organizational communication? a. An employee performance appraisal b. A brochure sent to a prospective customer c. A report recommending a change in company procedure d. An e-mail message to employees about an upcoming training seminar 61. Uber, Lyft, and Airbnb are considered disruptive technologies that are part of the _______ economy. a. smartphone b. rogue c. rental d. sharing Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 62. The “grapevine” is most accurately described as ________. a. frowned-upon water cooler discussions that impede productivity b. an informal channel of communication that carries organizationally relevant gossip c. an e-mail chain involving multiple people to make a decision d. an organizational newsletter detailing recent accomplishments 63. The most significant trends in today's dynamic workplace include global competition, team-based projects, flattened management hierarchies, disruptive technologies, and ________. a. fewer written messages b. more homogeneous workforces c. expectations of around-the-clock availability d. stricter dress codes 64. Which of the following statements about team-based management is least accurate? a. Many companies use cross-functional teams to empower employees and boost their involvement in decision making. b. When individuals on teams don't share the same background or training, working relationships can become strained. c. Some organizations form ad-hoc teams that solve particular problems and then disband once they have accomplished their objectives. d. Companies that use team-based management prefer to train employees in teamwork skills rather than hire new workers who already possess these skills.

65. Though globalization of our economy has been positive in many ways, one negative outcome has been _______. a. for many companies, higher profits abroad than at home b. the devastation of industries and regions manufacturing low-tech products c. the necessity of flexibility, cultural awareness, and patience d. advances in cross-border communication 66. Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, communicate clearly, use inclusive language, and ________. a. ensure that communication flows upward, downward, and horizontally b. give credit when using the ideas of others c. encourage feedback d. choose appropriate channels of communication 67. Language is discriminatory when it ________. a. stereotypes, insults, or excludes people b. contains grammatical or mechanical errors c. lacks clarity and conciseness d. is not written in the reader’s first language

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Chap 01_10e 68. Which of the following statements about formal and informal communication channels is most accurate? a. All relevant organizational information should flow through formal communication channels. b. A free exchange of information within organizations should be avoided because it can lead to chaos. c. Managers should do everything possible to avoid grapevine communication within an organization. d. Companies should monitor social media sites to see what customers and others are saying about the company.

69. Achieving literacy in the digital age requires using multimedia applications, staying connected to people and knowledge via technology, using technology thoughtfully and professionally, and ________. a. ensuring that you have the latest-model phone or tablet b. facilitating more face-to-face meetings c. learning various computer programming languages d. thinking critically about new media 70. Which of the following is the first step in solving business problems competently? a. Gathering the necessary people together for a face-to-face meeting b. Generating feasible ideas for a solution c. Understanding the problem clearly d. Determining a deadline for implementing the solution 71. Thinking critically means ________. a. finding flaws in others' ideas b. going with your gut instinct c. being able to make decisions quickly d. having opinions that are backed by reason and evidence 72. Of the following media channels, which would be best for reducing ambiguity and decreasing the risk of miscommunication? a. A written report b. An e-mail message c. A face-to-face meeting d. A telephone call 73. Slack, Google Hangouts, and Cisco Spark are examples of _______. a. openly accessible social networks b. blogging platforms c. collaboration platforms d. tablet computers

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Chap 01_10e 74. _______ is rapidly becoming the preferred communication channel for online customer service. a. E-mail b. Live Web chat c. Texting d. Blogging 75. Kendra works largely from home but must occasionally go to her office for certain projects. There, she shares a communal office space rather than having her own desk and equipment. This trend is called _______. a. job sharing b. contracting c. coworking d. conferencing 76. Which of the following statements about laws is least accurate? a. People in accounting and finance should be aware of the Sarbanes-Oxley Act. b. Anything published on the Internet is in the public domain and can be used freely. c. Assume that anything produced privately after 1989 is copyrighted. d. The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission.

77. The term used to describe the overall impression you continue to build throughout your career is your “professional ________.” a. communication b. brand c. resume d. style 78. Which of the following is an example of an internal organizational communication? a. A tweet sent to a customer about a private sale that will take place tomorrow b. A Facebook page advertising a company's products c. A meeting of all department managers d. An annual report sent to company stockholders 79. The trend of employers providing variable spaces targeted to different employee needs and preferences —including sound-proof rooms for intense concentration, team spaces, standing desks, and technology-free lounges—is known as _______. a. offering a palette of places b. coworking c. physical tailoring d. teleworking

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Chap 01_10e 80. Bert is CEO of an organization with many layers in the chain of command. He is looking for ways to reduce these layers so that he can communicate more directly with the first-line employees. What organizational communication barrier is he trying to overcome? a. Lack of trust between management and employees b. Long lines of communication c. Closed communication climate d. Ego involvement 81. In an era of fake news, you must develop the ability to accurately evaluate new information. An untruth that has been knowingly and intentionally shared as such is considered _______. a. misinformation b. disinformation c. information literacy d. decision information 82. Which of the following statements comparing oral and written communication is most accurate? a. Written communication provides a permanent record only if it is sent as a hard copy, printed message. b. Written messages do not require as much thought as oral messages. c. One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback. d. Oral communication is preferred when presenting formal or complex ideas.

83. A ________ is a website that allows multiple users to create and edit pages collaboratively. a. blog b. wiki c. podcast d. toolbox 84. Which of the following statements about today's work environments is most accurate? a. The "anytime, anywhere" office means that employees work fewer hours. b. "Co-working" requires employees having to be in the office at the same time. c. Traditional offices do not contain flexible workspaces. d. Working from home or on the road makes communication skills even more important.

85. When faced with an ethical dilemma, what is the first question you should ask? a. What would my family, friends, and coworkers think? b. Would I take this action if I were on the opposite side? c. Is the action I am considering legal? d. Would a trusted advisor agree with this action?

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Chap 01_10e 86. Melinda was recently hired as manager of a small retail establishment. She immediately noticed that employees seem afraid to speak with her. She wants her employees to feel comfortable coming to her about anything.

What organizational communication barrier is she trying to overcome? a. Lack of trust between management and employees b. Top-heavy organizational structure c. Turf wars d. Lack of communication skills 87. To improve communication and to compete more effectively, many of today’s companies have ________. a. eliminated the grapevine b. restructured and reengineered themselves into smaller operating units and work teams c. discouraged free-flowing communication d. increased the number of levels in the communication chain 88. Which of the following statements about communicating in today’s workplace is most accurate? a. Today's emphasis on teams means more face-to-face communication and less writing. b. Communication typically flows one way: from businesses to consumers. c. Writing skills are more important today than ever because online media requires more writing, not less. d. Increasing numbers of workers are enjoying more defined working hours.

89. Which of the following is an example of upward communication in an organization? a. Three administrative assistants meet to discuss possible software upgrades. b. A department manager sends a text message to his employees about a new overtime policy. c. A warehouse worker suggests to his boss a way to improve employee morale. d. The CEO sends an e-mail message to all employees inviting them to a company picnic.

90. Daniel must handle a complex organizational issue. Which of the following media would be least effective for this purpose? a. Videoconference b. E-mail message c. Telephone conversation d. Face-to-face meeting Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: Workplace __________________, which includes differences in ethnicity, age, and gender, is important because it is likely to result in the products that consumers demand.

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Chap 01_10e 92. Fill in the blank in the following sentence: _______________ richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient.

93. Fill in the blank in the following sentence: Media with high _____________ presence convey warmth and are personal.

94. Fill in the blank in the following sentence: _____________ communication includes exchanging ideas and messages with superiors, coworkers, and subordinates.

95. Fill in the blank in the following sentence: Information among workers typically flows through formal channels in three directions: downward, upward, and _________________.

96. Fill in the blank in the following sentence: New platforms that predominantly function via smartphone apps, such as Uber and Airbnb, have given rise to the _____________ economy.

97. Fill in the blank in the following sentence: The ____________________ is an informal channel of communication that carries organizationally relevant gossip and functions through social relationships.

98. Fill in the blank in the following sentence: _________________ news refers to the many types of misinformation (accidental untruth) and disinformation (intentional untruth) that is shared publicly via some media channels today.

99. Fill in the blank in the following sentence: ________________ English laws require businesses to write policies, warranties, and contracts in language comprehensible to average readers.

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Chap 01_10e 100. Fill in the blank in the following sentence: The soft skills required for success in today's workplaces are sometimes also called ________________ intelligence.

101. Fill in the blank in the following sentence: Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees.

102. Fill in the blank in the following sentence: The sector of the labor market relying on free agents hired on a project basis or doing other short-term, independent work is known as the ___________________ economy.

103. Fill in the blank in the following sentence: ____________________ language does not discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age.

104. Fill in the blank in the following sentence: In business, the synchronous digital interactions that run in the background parallel to a meeting or presentation are called the ___________________.

105. Fill in the blank in the following sentence: ____________________ refers to the conventional standards of right and wrong that prescribe what people should do.

106. Fill in the blank in the following sentence: Ethical communicators give ___________________ to others' ideas by referring to originators' names within the text and/or documenting sources.

107. Fill in the blank in the following sentence: Ethical business communicators are objective when they recognize their own ______________ and strive to keep them from distorting a message.

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Chap 01_10e 108. Fill in the blank in the following sentence: ________________ communication includes exchanging ideas and messages with customers, suppliers, the government, and the public.

109. Fill in the blank in the following sentence: Knowledge or information workers engage in mind work and are paid for their education and ability to ________.

110. Fill in the blank in the following sentence: Achieving literacy in the digital age means thinking critically about new ________________.

111. Explain media richness theory and give an example of a rich medium and a lean medium.

112. Identify and describe the three directions that information flows within organizations and discuss strategies for improving communication within each.

113. Describe five trends occurring in today's dynamic workplace and discuss how communication skills are related to those changes.

114. Identify and discuss the skills necessary to achieve digital age literacy. Why are these skills so important today in ensuring your continued professional success?

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Chap 01_10e 115. Discuss the importance of workplace ethics, including examples of (a) guidelines for ethical behavior and (b) questions to ask yourself when faced with ethical dilemmas.

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Chap 01_10e Answer Key 1. False 2. False 3. True 4. True 5. False 6. True 7. True 8. False 9. False 10. False 11. False 12. False 13. True 14. True 15. False 16. True 17. False 18. False 19. True 20. True 21. False 22. True 23. True 24. True 25. False 26. False

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Chap 01_10e 27. True 28. True 29. False 30. False 31. b 32. c 33. d 34. c 35. d 36. d 37. b 38. a 39. d 40. c 41. b 42. d 43. d 44. b 45. a 46. b 47. c 48. b 49. c 50. b 51. c 52. a 53. a 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 55. c 56. d 57. b 58. a 59. a 60. b 61. d 62. b 63. c 64. d 65. b 66. b 67. a 68. d 69. d 70. c 71. d 72. c 73. c 74. b 75. c 76. b 77. b 78. c 79. a 80. b 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 83. b 84. d 85. c 86. a 87. b 88. c 89. c 90. b 91. diversity​ 92. Media 93. social 94. Internal 95. horizontally 96. sharing 97. grapevine 98. Fake 99. Plain 100. emotional 101. downward 102. gig 103. Inclusive 104. backchannel 105. Ethics 106. credit 107. biases 108. External 109. learn 110. media

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Chap 01_10e 111. Student answers will vary.

Media richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient. The more helpful cues and immediate feedback the medium provides, the richer it is. The richest media are face-to-face conversations and meetings. The leanest media are newsletters, flyers, bulletins, and posters.

112. Student answers will vary.

Information flows formally in organizations in three ways: Downward flow: Information flowing downward generally moves from decision makers, including the CEO and managers, through the chain of command to workers. This information includes job plans, policies, procedures, and feedback about employee performance. Today’s managers recognize the importance of letting workers know how well the company is doing and what new projects are planned and can do this through a variety of channels including announcements, meetings, podcasts, and videos.

Upward flow: Information flowing upward provides feedback from nonmanagement employees to management. This information includes such items as progress reports and suggestions. Today, many companies are improving upward communication through (a) hiring communication coaches to train employees, (b) asking employees to report customer complaints, (c) encouraging regular meetings with staff, (d) providing a trusting, nonthreatening environment in which employees can comfortably share their observations and ideas with management, and (e) offering incentive programs that encourage employees to collect and share valuable feedback.

Horizontal flow: Lateral channels transmit information horizontally among workers at the same level. These channels enable individuals to coordinate tasks, share information, solve problems, and resolve conflicts. Today, many companies are engaging in the following efforts to improve horizontal communication: (a) training employees in teamwork and communication techniques, (b) establishing reward systems based on team achievement rather than individual achievement, and (c) encouraging full participation in team functions.

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Chap 01_10e 113. Students will select five of the following and answers will vary.

Social media and changing communication technologies: To use new communication technologies, including social media, the Internet, e-mail, instant messaging, text messaging, voice mail, telephony, smartphones, powerful laptop computers and tablets, satellite communications, wireless networking, teleconferencing, videoconferencing, blogs, wikis, and presence technology effectively, skilled business communicators must develop a tool kit of new communication skills including how to select the best communication channel, how to use each channel safely and effectively, and how to incorporate the latest technologies and search tools efficiently.

"Anytime, anywhere": 24/7/365 availability offices: As you rise on the career ladder, you may be expected to work long hours without extra compensation and be available practically anytime and anywhere, should a crisis strike at work. In many industries information workers are expected to remain tethered to their workplaces with laptops, tablets, and smartphones around the clock and on weekends.

The global marketplace and competition: Successful communication in global markets requires developing new skills and attitudes. These include cultural knowledge and sensitivity, flexibility, and patience. If necessary, multinational companies even adjust their products to different palates.

Shrinking management layers: Today's flatter organizations require that every employee be a skilled communicator. Frontline employees, as well as managers, participate in critical thinking and decision making.

Nearly everyone is a writer and a communicator.

Collaborative environment and teaming: When companies form cross-functional teams, individuals must work together and share information. These employees must develop strong interpersonal, negotiation, and collaboration skills.

Growing workforce diversity: Business communicators must be able to interact with many coworkers who differ from them in race, ethnicity, gender, age, and many other ways.

Virtual and nonterritorial offices: Working in open offices, having flexible working arrangements, telecommuting, and being a member of virtual teams all require the need for even stronger communication skills. Staying connected involves sending messages, most of which are written, meaning that one's writing skills are constantly on display.

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Chap 01_10e 114. Student answers will vary and should touch on some or all of the following points.

To achieve literacy in the digital age means not only using multimedia applications and snazzy late-model gadgets but also thinking critically about new media, especially during an era of fake news. It means using technology thoughtfully and in a professional manner to achieve success in a hyperconnected world. The twenty-first-century economy depends mainly on information and knowledge; in fact, the data that humans create and copy annually in the “digital universe” is doubling every 12 months. This exponential growth of knowledge is expected to continue and accelerate, making the ability to learn and analyze key to success.

115. Student answers will vary.

Ethics refers to conventional standards of right and wrong that prescribe what people should do. Dealing honestly with colleagues and customers develops trust and builds strong relationships, especially important in today's business environments. Guidelines for ethical behavior include abiding by the law, telling the truth, labeling opinions, being objective, communicating clearly, using inclusive language, and giving credit.

Questions to ask yourself when faced with ethical dilemmas at work include: Is the action legal? Would I do this if I were on the opposite side? Can I rule out a better alternative? Would a trusted advisor agree? Would family, friends, employer, or coworkers approve?

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Chap 02_10e Indicate whether the statement is true or false.

1. Asking close-ended questions can help you identify key factors in a discussion. a. True b. False 2. Teams should strive for groupthink so that they can make decisions more quickly. a. True b. False 3. The appearance of a business report, memo, or e-mail can send nonverbal messages to the reader. a. True b. False 4. To avoid collaborative overload, most models of future organizations include individuals—not teams— functioning as the primary performance units. a. True b. False 5. Maria, a banking executive, gives a job candidate a detailed interview and a walking tour of the facility. By sharing her time in this way, she is sending a positive nonverbal message. a. True b. False 6. During a group discussion, we are more likely to retain more information as listeners. a. True b. False 7. Rather than focusing on formal rules of behavior, business etiquette is more about attitude, which includes showing consideration, courtesy, and respect. a. True b. False 8. When developing a meeting agenda, it is important to lengthen the list of topics so that participants will see that the meeting is important. a. True b. False 9. Most of us listen at about 75 percent efficiency. a. True b. False 10. A meeting is not an effective choice of communication tool if your sole purpose is to share information. a. True b. False

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Chap 02_10e 11. The final stage of team development is norming. a. True b. False 12. Soft skills such as listening, writing, and speaking are most likely to determine hiring and career success. a. True b. False 13. Generally, teams are able to make better decisions than individuals. a. True b. False 14. A method of group decision making where group members bargain and negotiate to reach a middle ground is known as consensus. a. True b. False 15. Directly confronting team conflict can be effective as long as it is task oriented. a. True b. False 16. Awareness of gender differences can help you become a more sensitive and knowledgeable listener. a. True b. False 17. Eye contact has the same in meaning in all cultures. a. True b. False 18. An effective meeting agenda should not include a proposed allotment of time for each topic because it can limit the discussion and therefore productivity. a. True b. False 19. Virtual meetings are an effective tool for training new employees. a. True b. False 20. Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal communication. a. True b. False 21. Diversity is an important component of successful teams. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 22. The use of examples and simple language are important in virtual meetings to optimize understanding in the absence of facial expressions. a. True b. False 23. As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived. a. True b. False 24. Jessica’s team is experiencing considerable conflict and tension as they get used to working with one another.

They are most likely in the forming phase of team development. a. True b. False 25. Minimizing speakerphone use and avoiding the use of heavy perfumes or colognes are examples of respecting coworkers' space. a. True b. False 26. When verbal and nonverbal messages conflict, the audience is likely to place more emphasis and credibility on the verbal aspect (the words spoken). a. True b. False 27. Alexis is listening to her colleague and must judge and evaluate what he is saying. She is listening to decide whether her colleague's message is fact, fiction, or opinion. Sharon is engaging in discriminative listening. a. True b. False 28. When determining what to wear to an interview, it is acceptable to call ahead and ask the interviewer or receptionist what is appropriate for that organization. a. True b. False 29. When following the six-step pattern for dealing with conflict, the first thing you should do is to look for common ground. a. True b. False 30. Oral and written communication skills, listening proficiency, nonverbal behavior, and etiquette expertise are all examples of soft skills. a. True b. False

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Chap 02_10e Indicate the answer choice that best completes the statement or answers the question.

31. One potential downside of teamwork is the possibility of _______ resulting from constant interaction, which can inflate workloads and cause employees to fall behind. a. close-ended discussions b. groupthink c. matrixed teams d. collaborative overload 32. Businesses form teams because teams make better decisions, respond faster, and _______. a. demonstrate increased productivity b. are proficient in using technology c. are able to avoid conflict d. are used extensively in every culture 33. Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite? a. At least one representing each of the company's 16 departments b. All employees so that no one feels excluded c. Five or fewer d. Ten or fewer 34. Etiquette expertise, effective nonverbal messages, and oral communication skills are all examples of _______. a. soft skills b. hard skills c. workplace challenges d. skill gaps 35. Peter was just hired as an accounting assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor? a. Don't ask questions because doing so may make him look ignorant. b. Show his interest by leaning forward and striving for good eye contact. c. Answer his cell phone if it rings to show that he is an effective multitasker. d. Rely on his memory for the details rather than take notes to show how sharp he is.

36. Alfonso has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression? a. Keep his smartphone on so that he doesn't miss an important call during the meeting. b. Come prepared to the meeting by doing any preliminary work required. c. Keep his comments and questions limited to his own personal sales numbers. d. Wait to share his views after the meeting so that the meeting can move along efficiently.

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Chap 02_10e 37. Which of the following is a typical ground rule for virtual meetings? a. Providing a detailed agenda b. Limiting the meeting participant list c. Asking participants not to multitask during the meeting d. Ending the meeting with a recap of action items 38. Which of the following is not a form of nonverbal communication? a. The appearance of a business document b. Showing up late for a job interview c. The adjectives used in a sales letter d. Raising one's voice when angry or frustrated 39. You decide to arrange chairs informally in a circle for a meeting you are facilitating. What nonverbal message are you hoping to send to the meeting participants? a. That you are encouraging an open, egalitarian exchange of ideas b. That you prefer to be separated from others c. That you are trying to limit discussion d. That people will be working in pairs during the meeting 40. Brent will be leading a committee meeting and wants to make sure it is effective and efficient. What should Brent do to get the meeting started? a. Wait until all participants arrive before beginning the meeting. b. Give a quick recap to anyone who arrives late. c. Go over ground rules at the beginning of the meeting. d. Limit each topic to five minutes.

41. During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict? a. Look for common ground. b. Understand the other's point of view. c. Listen carefully to make sure they understand the problem. d. Show concern for the relationship.

42. People trained in listening to customers ______. a. give few, if any, verbal responses b. interrupt frequently to share their knowledge c. try to understand the nuances of meanings plus the facts d. focus primarily on facts and specific bits of information

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Chap 02_10e 43. When a speaker's nonverbal cues contradict the verbal message, responding with statements like I'm not sure I understand or Please tell me more about ... are ways to _______. a. express disapproval b. reduce conflict c. probe for more information d. take control of the conversation 44. What is the most accurate statement about workplace teams? a. Team members are less resistant to change if they are part of the decision making. b. Decisions reached by teams usually get less buy-in than decisions reached individually. c. Effective teams often take longer to solve problems. d. Team members experience greater individual risk.

45. Which of the following statements about manners and business etiquette is most accurate? a. Good manners and professional demeanor are hard skills that employers value in employees. b. Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is difficult. c. Employers are more likely to hire and promote someone who is courteous and professional. d. You should never express disagreement with a coworker.

46. Morgan has just been appointed to a task force and wants to be an effective team member. Which of the following should she do? a. Ignore members who are being silent to show respect for them. b. Discuss her personal achievements in great detail to establish her credibility. c. Share her ideas with other team members, even if they might not be adopted. d. Bring a list of ground rules she has established to the first meeting.

47. Which of the following statements about meeting agendas is most accurate? a. An agenda of meeting topics should be distributed at least ten days before the meeting. b. An agenda should include as many items as necessary to accomplish your purpose. c. An agenda should not include an allotment of time for each agenda item because doing so can make a meeting too regimented. d. An agenda should include any premeeting preparation expected of participants.

48. Did the manager show you the proposed office renovation plan? is an example of a(n) ________ question. a. open-ended b. close-ended c. leading d. clarifying

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Chap 02_10e 49. Khalida is responsible for planning a virtual meeting with participants on three different continents. Prior to the meeting, she should make sure the technology being used is accessible to all participants, distribute materials that will be discussed, and ________. a. determine the time of day most convenient for her b. determine whether any participants may need coaching on the technology c. encourage participants to log in two to three minutes before the meeting time d. set the meeting time for her geographic time zone 50. Riley is a customer service representative and has just gone through training to improve his listening skills.

Which of the following skills was he most likely taught that will make him a better listener? a. Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like. b. Tune out what the customer is saying if you already know the answer.. c. Remain silent for a few seconds after a customer finishes to be sure the thought is completed. d. Because listening is automatic, divide your attention among two or more tasks to be more productive.

51. Experts say that we ignore, forget, distort, or misunderstand _______ of everything we hear. a. less than 10 percent b. 25 to 50 percent c. 50 to 75 percent d. over 75 percent 52. The most effective groups and teams have members who are willing to _______. a. establish rules and abide by those rules b. do everything necessary to avoid conflict c. keep their opinions to themselves d. let the group leader make the decisions 53. To operate ethically, teams should represent the organization's view, respect its privileged information, and ________. a. avoid advocating actions that would negatively affect members of society b. keep company profit and revenue as their primary focus c. discuss opinions and problems outside of formal team meetings d. limit team size to five or fewer members 54. A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making method should they use? a. Majority b. Consensus c. Authority rule with discussion d. Averaging

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Chap 02_10e 55. Renzo uses his computer to access an online meeting room where he takes part in meetings with his department members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share spreadsheets, demonstrate products, visit Web pages, and use a white board. Renzo and his colleagues are using what type of collaboration technology? a. Audioconferencing b. Web conferencing c. Instant messaging d. Blogging 56. Select the most accurate statement about meetings. a. Most people regard meetings as favorable and productive. b. Meetings should be viewed as opportunities to demonstrate leadership, communication, and problemsolving skills. c. Employees at the management level generally attend fewer meetings than workers at lower levels in an organization. d. Meetings are an excellent way to communicate information that does not require immediate feedback.

57. Frederick manages the Human Resources Department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. Allan should _______. a. send an e-mail or text message to inform the management staff b. prepare an agenda and call a meeting c. consult key people to help him decide whether to call a meeting d. use the grapevine to convey the message 58. Which is the most accurate statement about nonverbal communication? a. All nonverbal communication is unintentional. b. Nonverbal communication refers only to body language. c. A nonverbal message is always accompanied by spoken words. d. Nonverbal messages in some situations speak louder than the words spoken.

59. Sincerely striving to understand others’ viewpoints, also known as _______ listening, is the most effective form of listening. a. critical b. discriminative c. empathetic d. inquisitive 60. Which of the following has resulted from the prominence of virtual teams? a. The amount of face-to-face contact has increased. b. Work is increasingly viewed as what you do rather than a place you go. c. Workplace diversity has decreased. d. Workers have to spend more time at the office.

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Chap 02_10e 61. Effective teams avoid groupthink by striving for team diversity, encouraging open discussion, and ________. a. avoiding discussions about implementation b. not demanding a quick decision c. forming teams largely of older employees d. collecting and evaluating only information that supports their opinions 62. A working group was formed to rewrite the company’s mission statement. The members have been meeting for quite some time. They are extremely loyal to one another and have figured out how to solve any conflicts that might arise. Information is flowing freely, they are happy with their results, and they will soon meet the deadline set by management. What phase of team development are they experiencing? a. Forming b. Storming c. Norming d. Performing 63. Malcolm is part of a team developing a new smartphone app to track traffic patterns. Because team members are located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on the project. Because members use technology to stay connected, Malcolm is part of a _______. a. departmental team b. cross-functional team c. virtual team d. self-directed team 64. For an upcoming team progress meeting, Sarah wants to optimize discussion by asking open-ended questions.

Which of the following is an example of such a question? a. Will one additional meeting be sufficient to resolve the remaining few issues? b. Are we ready to have the marketing team review our progress so far? c. What are some steps we can take to ensure our continued success on the project? d. Is Tuesday or Thursday best for our next meeting?

65. Which of the following zones of personal interaction suggests a distance of 1 1/2 to 4 feet when interacting with coworkers? a. Intimate zone b. Personal zone c. Social zone d. Public zone 66. Dean's supervisor is providing detailed information about how to proceed with a new project. To retain the most information and show his seriousness about understanding the task, Dean should _______. a. interrupt at each point that he has a question b. share his own ideas for a better approach to the project c. ask the supervisor to follow up with an e-mail repeating the information d. take selective notes during the conversation Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 67. Gwen is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along? a. Say as much as possible during the meeting. b. Move divergent topics to a separate list to be discussed later. c. Not worry so much about time; the most important thing is to make sure that all agenda items are discussed fully. d. Ask anyone who monopolizes the conversation to leave.

68. Positive nonverbal messages include all but which of the following? a. Expressing warmth with frequent smiles b. Producing careful, neat, professional, well-organized messages c. Responding rapidly even though the message may have a few errors d. Conveying self-confidence with erect posture 69. Richard is attending an important board meeting with his colleagues to discuss future plans for the company.

Many ideas are being presented, and Richard is carefully judging and evaluating what he is hearing. He is also listening to decide whether the speaker’s message is fact, fiction, or opinion. Richard is engaging in _______. a. discriminative listening b. critical listening c. lag time d. supportive listening 70. The physical zones of privacy in which we feel comfortable with others relate to which external element of the communication process? a. Time b. Space c. Territory d. Appearance 71. Elizabeth spends a lot of time listening to her colleagues during meetings. Because she must remember what they say, she is always careful to identify main ideas and recognize the purpose of their messages. Elizabeth is engaging in _______. a. discriminative listening b. critical listening c. lag time d. supportive listening 72. An interview committee must decide which interviewee to hire as the company’s new project manager.

Committee members have decided to vote and then hire the candidate receiving the most votes. What method for reaching group decisions is this team using? a. Majority b. Consensus c. Authority rule with discussion d. Averaging Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 73. Which of the following is an example of a so-called "soft" skill? a. Working well as part of a team b. Knowing how to prepare financial statements c. Having experience using various software packages d. Being able to analyze marketing data 74. Select the most accurate statement about eye contact. a. Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes. b. Nonverbal cues, including eye contact, have identical meanings in most cultures. c. Sustained eye contact signifies fear or stress. d. Eye contact cannot be learned; it's an innate trait.

75. A task force charged with reducing overhead costs meets to define their roles and responsibilities and develop ways to reach the group's goals. Tension is fairly high among group members. The team is in the _______ phase of team development. a. forming b. storming c. norming d. performing 76. Michela will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting? a. Use complex language to get her points across. b. Project an upbeat, enthusiastic, strong voice. c. Do most of the talking to reduce confusion. d. Ask leading questions such as "Does everyone agree?" to keep the meeting moving along.

77. Which of the following statements about listening is most accurate? a. Listening is a hard skill that can determine hiring and career success. b. Three quarters of high-quality communication involves listening. c. Everyone knows how to listen because listening is an automatic response to noise. d. Listening skills become less important as one moves up the career ladder.

78. Katelyn is in charge of a department meeting, and two of her colleagues are in conflict about a specific issue.

What should Katelyn do? a. Make both employees leave the meeting until they can calm down. b. Send both employees to counseling. c. Encourage each to make a complete case while group members give their full attention. d. Have both employees move to a corner so that the rest can continue the meeting.

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Chap 02_10e 79. Building trust and interest by logging in early and greeting others as they join in is a good way for meeting facilitators to do which of the following? a. Establish ground rules for the meeting b. Manage turn-taking c. Limit the number of meeting participants d. Humanize virtual meetings 80. To foster team collaboration rather than competition, members should have a genuine interest in achieving team goals rather than individual recognition, contribute ideas and feedback unselfishly, and ________. a. evaluate each individual team member's contributions on a weekly or monthly basis b. monitor team progress, including both what's going right and what's going wrong c. leave ground rules undefined to allow for flexibility d. rotate the role of team leader 81. Typical ground rules for meetings include communicating openly, being supportive, listening carefully, participating fully, following the agenda, and ________. a. limiting the number of questions each person will ask b. confronting conflict frankly c. allowing cell phone use for multitasking d. inviting guests from other departments 82. Which of the following statements about time and space is the most accurate? a. Arriving late to a meeting shows that you are an important, busy person. b. Punctuality is valued and respected all over the world. c. How we structure and use time tells observers about our personality and attitudes. d. Generally, the more formal the arrangement of furniture in an office or meeting room, the more open the communication environment.

83. Which of the following statements most closely reflects an attitude of etiquette? a. People must treat others nicely in order to keep their jobs. b. Most people don't mind rudeness or poor manners because they know that work is demanding. c. A list of rules of etiquette posted in a workplace would be offensive to most people. d. Most of us like to work in a pleasant environment where people feel comfortable and valued.

84. Marco has been appointed team leader of a committee that will develop a new process for submitting expense claims. He wants to ensure that his team avoids groupthink. What should he do? a. Choose team members with similar backgrounds. b. Develop systematic procedures for the team to follow. c. Demand that his team make decisions quickly. d. Make sure his team knows what outcomes he favors.

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Chap 02_10e 85. Can you please explain more about ...? is an example of a(n) ________ question. a. judgmental b. close-ended c. clarifying d. conversational 86. In office conversations, which of the following topics is wise to avoid? a. Your salary or personal finances b. Problems with your health c. Your personal relationships d. All of the above 87. Which of the following statements about conflict is most accurate? a. Conflict is a normal part of every workplace and every team. b. Even when managed properly, conflict decreases group cohesiveness and increases tensions. c. Conflict should be avoided because it destroys morale and reduces productivity. d. When team conflict arises, it should be ignored rather than confronted.

88. Employees who have job tasks spread out across multiple teams and don’t always work with the same people or report to the same manager are working as part of _______ teams. a. ad hoc b. matrixed c. gig d. hyperconnected 89. Which of the following is the most accurate statement about your workplace appearance and attire? a. When building your workplace wardrobe, buy as many outfits as possible. b. Casual dress policies have led to reduced productivity and lax behavior in some workplaces. c. If you're competent, it doesn't matter what you wear. d. To make yourself stand out in the workplace, wear flashy garments and clunky jewelry.

90. Which of the following statements about facial expressions and posture is the most accurate? a. Most people can control their facial expressions well enough to control the nonverbal messages they send. b. Standing up straight sends a message of confidence, competence, diligence, and strength. c. Words carry more weight than facial expressions and posture. d. Leaning toward a speaker suggests confrontation.

Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: A face-to-face meeting provides the greatest number of __________________ cues and other signals that help us interpret the intended meaning of words.

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Chap 02_10e 92. Fill in the blank in the following sentence: Rephrasing and summarizing a speaker's message in your own words is called __________.

93. Fill in the blank in the following sentence: A written message that is presented sloppily (containing poor quality printing or misalignment, for example) conveys negative ________________ messages about its content and its sender.

94. Fill in the blank in the following sentence: Our __________________, such as leaning toward a speaker or sitting upright during an interview, can convey much about us—from self-confidence to shyness.

95. Fill in the blank in the following sentence: Conflicting noises and conversations are examples of ________________ distractions that you should try to block out in order to listen effectively.

96. Fill in the blank in the following sentence: According to the zones of social interaction, North Americans are generally comfortable with only close friends and family standing within 1 1/2 feet from them; this amount of space is called the _________________ zone.

97. Fill in the blank in the following sentence: ____________________ skills include competencies such as listening proficiency, nonverbal behavior, and etiquette expertise.

98. Fill in the blank in the following sentence: __________________ overload, or constant team interaction, sometimes results in workload inflation and dips in workplace performance.

99. Fill in the blank in the following sentence: During the ____________________ stage of team development, members define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact.

Unfortunately, this stage often produces conflict.

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Chap 02_10e 100. Fill in the blank in the following sentence: A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of participants.

101. Fill in the blank in the following sentence: ____________________ meetings are real-time gatherings of dispersed participants who connect with communication technology.

102. Fill in the blank in the following sentence: ____________________ involves a desire to show others consideration and respect and to make them comfortable.

103. Fill in the blank in the following sentence: _______________ rage and cyberbullying are examples of workplace incivility.

104. Fill in the blank in the following sentence: ____________ listening enables you to judge and evaluate what you are hearing. You will be listening to decide whether the speaker’s message is fact, fiction, or opinion. You will also be listening to decide whether an argument is based on logic or emotion.

105. Fill in the blank in the following sentence: Meetings are a gathering of employees to pool information, solicit feedback, clarify policy, seek consensus, and _________________ (two words).

106. Fill in the blank in the following sentence: Use ____________________ time, the extra time you have between the speaker's ideas, to review what the speaker is saying.

107. Fill in the blank in the following sentence: ____________________ skills, such as the ability to prepare an income statement or a spreadsheet, refer to the technical skills in your field.

108. Fill in the blank in the following sentence: ____________________ describes faulty decision-making processes by team members who are overly eager to agree with one another.

109. Fill in the blank in the following sentence: Teams may reach a decision by ____________________, which requires that discussion continues until all members have aired their opinions and, ultimately, agree.

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Chap 02_10e 110. Fill in the blank in the following sentence: ___________ listening is necessary when you must discern, understand, and remember. It means you must identify main ideas, understand a logical argument, and recognize the purpose of the message 111. Define the term etiquette. Then identify and explain five ways that you can exhibit etiquette in the workplace.

112. Face-to-face and virtual meetings are both prevalent in today's workplaces. Compare and contrast strategies for facilitating and/or participating in each type of meeting, citing at least three similarities and three differences and their importance.

113. Describe three forms of nonverbal communication and give a workplace example of each.

114. List three types of workplace listening, and provide three tips for effectiveness in each category.

115. Identify five characteristics of successful teams and explain the importance of each.

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Chap 02_10e Answer Key 1. True 2. False 3. True 4. False 5. True 6. False 7. True 8. False 9. False 10. True 11. False 12. True 13. True 14. False 15. True 16. True 17. False 18. False 19. True 20. True 21. True 22. True 23. True 24. False 25. True 26. False

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Chap 02_10e 27. False 28. True 29. False 30. True 31. d 32. a 33. c 34. a 35. b 36. b 37. c 38. c 39. a 40. c 41. c 42. c 43. c 44. a 45. c 46. c 47. d 48. b 49. b 50. c 51. c 52. a 53. a 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 55. b 56. b 57. a 58. d 59. c 60. b 61. b 62. d 63. c 64. c 65. b 66. d 67. b 68. c 69. b 70. c 71. a 72. a 73. a 74. a 75. b 76. b 77. b 78. c 79. d 80. b 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 83. d 84. b 85. c 86. c 87. a 88. b 89. b 90. b 91. nonverbal 92. paraphrasing 93. nonverbal 94. posture 95. external​ 96. intimate​ 97. Soft 98. Collaborative 99. storming 100. agenda 101. Virtual 102. Etiquette 103. Desk 104. Critical 105. solve problems 106. lag 107. Hard 108. Groupthink 109. consensus 110. Discriminative

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Chap 02_10e 111. Student answers will vary.

Etiquette is more about attitude than about formal rules of behavior. It involves a desire to show others consideration and respect as well as make them comfortable. To show polished social competencies at work, you should use polite words, express sincere appreciation and praise, be selective in sharing personal information, not put people down, respect coworkers' space, rise above rudeness, be considerate when sharing space and equipment with others, choose the high road in conflict, and disagree agreeably. ​ 112. Answers will vary. Student responses may include: Similarities: 1) In a physical meeting, you would never make a phone call and ‘check out’ from the meeting. So in a virtual meeting, you shouldn’t press mute and respond to your emails, killing any potential for lively discussion, shared laughter and creativity.

2) Humanizing meetings (being a good host) is necessary for both types. Facilitators should build camaraderie and trust, leaving time for small talk to establish a warm environment.

3) For both types of meetings, a detailed agenda—distributed with enough time to allow participants to plan—is key to meeting success.

4) Multitasking should be discouraged in both types of meetings. That means avoiding texting and checking e-mail.

Differences: 1) For virtual meetings, it is important to ensure that participants have been trained on the communication technology.

2) For virtual meetings not involving video, participants should identify themselves before speaking to build rapport, optimize understanding, and reach decisions.

3) Whenever possible, the use of video in virtual meetings can help to mirror the richness of in-person meetings.

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Chap 02_10e 113. Students will choose three of the following and answers will vary.

Eye contact: The eyes have been called the "windows to the soul," and communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes. Good eye contact enables the message sender to determine whether a receiver is paying attention, showing respect, responding favorably, or feeling distress. From the receiver's perspective, good eye contact reveals the speaker's sincerity, confidence, and truthfulness. During a business meeting, for instance, employees should maintain eye contact with a supervisor to convey respect and to show that they are paying attention.

Facial expressions: The expression on a communicator's face can be almost as revealing of emotion as the eyes. Researchers estimate that the human face can display over 250,000 different expressions. In the workplace an employee must pay careful attention to a customer's facial expression to better understand the customer's response.

Posture and gestures: An individual's general posture can convey anything from high status and self-confidence to shyness and submissiveness. Posture can also communicate such things as attraction, interest, fear, distrust, anxiety, or disgust. Gestures can also communicate entire thoughts via simple movements. For example, in an interview the job candidate should use an upright posture to indicate confidence.

Time: How we structure and use time tell observers about our personality and attitudes. For example, an employee who consistently arrives a few minutes late for work shows the employer a lack of commitment to the organization.

Space: How we arrange things in the space around us tells something about ourselves and our objectives. For example, employees who keep their work areas well-organized and clean show professionalism.

Territory: Each of us has certain areas that we feel are our own territory, and we all maintain zones of privacy in which we feel comfortable. For example, a supervisor who conducts meetings with individual employees by sitting behind a desk with the employee seated at the other side of the desk indicates a desire for distance and formality.

Appearance of business documents: The way a letter, memo, e-mail message, report, or other business document looks can have either a positive or a negative effect on the receiver. For example, a hastily written message containing writing errors may make the writer appear unprofessional and may also create an unclear message for the reader.

Appearance of people: The way you lookyour clothing, grooming, and posturecommunicates an instant nonverbal message about you. For this reason, job candidates are encouraged to dress professionally for all job interviews.

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Chap 02_10e 114. Student answers will vary.

Listening to supervisors: To focus totally on the speaker, be sure you are not distracted by noisy surroundings or other tasks. Don't take phone calls, and don't try to complete another job while listening with one ear. Show your interest by leaning forward and striving for good eye contact. Take notes. Don't rely on your memory. Don't interrupt. When the speaker finishes, paraphrase the instructions in your own words. Ask pertinent questions in a nonthreatening manner. Avoid criticizing or arguing when you are listening to a supervisor.

Listening to colleagues: When listening critically, try to decide whether the speaker’s message is fact, fiction, or opinion. Listen to decide whether an argument is based on logic or emotion. Remain objective, particularly when you disagree with what you are hearing.

Control your tendency to prejudge. Let the speaker complete the message before you evaluate it. When listening discriminatively, try to discern, understand, and remember.

Identify main ideas, understand a logical argument, and recognize the purpose of the message.

Listening to customers: Defer judgment; listen for the customer’s feelings and assess the situation. Pay the most attention to content, not to appearances, form, or other surface issues. Listen completely, trying to really understand every nuance. Listen primarily for the main idea, and avoid replying to everything, especially sidetracking issues. Do one thing at a time, realizing that listening is a full-time job. Control your anger and refuse to fight fire with fire. Remain silent for a few seconds after speakers finish to let them complete their thoughts. Give affirming statements and invite additional comments.

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Chap 02_10e 115. Students will select five of the following and answers will vary.

Stay small and embrace diversity: For most functions the best teams range from 2 to 25 members, although 4 or 5 is optimal for many projects. Smaller-sized teams make interaction and decision-making more effective. When team members are made up of people who differ in gender, age, social background, training, and experience, more creative and innovative decisions can be made.

Agree on purpose: An effective team begins with a purpose and all members understand that purpose. Working from a general purpose to specific goals typically requires a huge investment of time and effort. Meaningful discussions about the team's purpose can motivate team members to "buy into" the project.

Agree on procedures: The best teams develop procedures to guide them and continually evaluate those procedures to ensure they are moving toward their goals. They set up intermediate goals with deadlines. They assign roles and tasks, requiring all members to contribute equivalent amounts of real work. They decide how they will reach decisions.

Confront conflict: Successful teams acknowledge conflict and address the root of the problem openly by using conflict resolution techniques. Direct confrontation saves time and enhances team commitment in the long run. Conflict can be constructive when it is task oriented, not person oriented.

Communicate effectively: The best teams exchange information and contribute ideas freely in an informal environment. Team members speak clearly and concisely, avoiding generalities. They encourage feedback. Listeners become actively involved, read body language, and ask clarifying questions before responding. Tactful, constructive disagreement is encouraged.

Collaborate rather than compete: Effective team members are genuinely interested in achieving team goals instead of receiving individual recognition; therefore, they celebrate individual and team accomplishments. They contribute ideas and feedback unselfishly. They monitor team progress, including what's going right, what's going wrong, and what to do about it.

Acceptance of ethical responsibilities: Teams, as a whole, have ethical responsibilities to their members, to their larger organizations, and to society. Members have a number of specific responsibilities to each other They also have a responsibility to represent the organization's view and respect its privileged information.

Shared leadership: Effective teams often have no formal leader. Instead, leadership rotates to those with the appropriate expertise as the team evolves and moves from one phase to another. This approach can achieve buy-in to team decisions, boost morale, and create fewer hurt feelings and less resentment.

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Chap 03_10e Indicate whether the statement is true or false.

1. Saving face is a primary motivational factor in high-context cultures such as those in Asia and the Middle East. a. True b. False 2. Learning more about the powerful effect that culture has on behavior will help you reduce friction and misunderstanding in your dealings with people from other cultures. a. True b. False 3. Members of high-context cultures are more likely to be logical, analytical, and action oriented. a. True b. False 4. Brooke, who works for a U.S. company, has just been assigned to manage the company's division in Vietnam.

She should emphasize team-based projects and group decision making with her new employees. a. True b. False 5. The rules, values, and attitudes of culture are inherent; that is, we are born with them. a. True b. False 6. Time is a dimension that is perceived the same across cultures. a. True b. False 7. In low-power-distance countries, subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships. a. True b. False 8. Ildiko is a low-context communicator. She is likely to value membership in organizations, groups, and teams. a. True b. False 9. A stereotype, which is an oversimplified behavioral pattern applied uncritically to groups, is always false. a. True b. False 10. When Americans conduct business abroad, they should always adopt the ethical standards of the foreign country as a sign of respect. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 11. Nonverbal behavior, such as using the "thumbs up" hand gesture, is universal, conveying the same meaning in all cultures. a. True b. False 12. Closely studying your own culture is one way to better understand and accept the values and behaviors of other cultures. a. True b. False 13. Adjusting your writing style and tone for intercultural written communication does not apply to numbers, which are formatted the same throughout the world. a. True b. False 14. Glass ceiling refers to an invisible barrier of attitudes, prejudices, and old boy networks blocking them from reaching important corporate positions. a. True b. False 15. Diversity positively impacts work teams, but consumers are not impacted by an organization's diversity. a. True b. False 16. One benefit of workplace diversity is less government regulatory action. a. True b. False 17. The number of foreign-born persons in the United States is decreasing. a. True b. False 18. Globally, ethical codes of conduct are becoming more sophisticated and accessible. a. True b. False 19. Chip was hired as a sales rep for a multinational company and will be selling computer products around the world. He should learn and use the metric system. a. True b. False 20. When discussing cultures, we should avoid making any generalizations. a. True b. False

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Chap 03_10e 21. Yung is a high-context communicator. He is likely to use spiral logic when thinking and making decisions. a. True b. False 22. The term global village most closely refers to small communities in underdeveloped countries. a. True b. False 23. The term digital nationalism refers to the global differences in Internet and social media use caused by government influence in certain countries. a. True b. False 24. McDonald's in India substituting vegetarian options for beef and pork on its menu is an example of localizing offerings to match a market's preferences and habits. a. True b. False 25. Social media are not effective intercultural communication tools because they only reinforce cultural differences. a. True b. False 26. The U.S.-Mexico-Canada Agreement (USMCA) (f.k.a. NAFTA) promotes open trade globally.

a. True b. False 27. Ethnocentrism, which involves the belief that one's own race is superior to others, is a natural attitude inherent in all cultures. a. True b. False 28. One of your colleagues admires silence and considers it a key to success. Your colleague is most likely American. a. True b. False 29. Jennifer's family always celebrates Christmas with decorated tree and stockings hung on the fireplace. These holiday decorations are visible symbols of Jennifer's cultural background. a. True b. False

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Chap 03_10e 30. Business communicators in low-context cultures, such as the United States and Germany, assume that messages must be explicit; communicators rely exclusively on the written or spoken word.

a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Which of the following is an invisible sign of culture? a. An attorney wears a conservative suit to court. b. Christopher believes that adults need to be responsible for their actions. c. On their anniversary Matthew takes his wife to dinner. d. At every department meeting, the manager sits at the head of the conference table.

32. Communicators in low-context cultures _______. a. often imply conclusions rather than directly stating them b. tend to be logical, analytical, and action oriented c. tend to be intuitive and contemplative d. emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting 33. According to some intercultural experts, the most important attitude in achieving intercultural competence is ________. a. descriptiveness b. supportiveness c. nonjudgmentalism d. ethnocentrism 34. Businesspeople from which country are most likely to speak using extravagant or poetic figures of speech? a. Canada b. United States c. Brazil d. Germany 35. An example of a country with a high-context culture is _______. a. Germany b. Japan c. Scandinavia d. U.S.

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Chap 03_10e 36. Steven is an analytical, action-oriented person and places great value on business messages that are objective, professional, and efficient. He is most likely part of a(n) ____ culture. a. low-context b. spiral logic c. high-context d. intuitive 37. Which of the following statements about the middle class in emerging economies is accurate? a. By 2030, two-thirds of the world’s middle class will reside in the United States. b. The middle class is the fastest growing segment of the global income distribution and is the main driver of demand in the global economy. c. Many countries such as China and India have become more suspicious of foreign investment and free trade. d. The manufacturing sector in the U.S. continues to thrive.

38. _______ refers to the use of concrete and specific feedback when referring to elements of other cultures. a. Labeling b. Complimenting c. Descriptiveness d. Supportiveness 39. Social media are amplifiers, which means that they tend to ________. a. make extroverts more introverted b. make introverts more extroverted c. make extroverts more extroverted and introverts more introverted d. allow people to feel more socially accepted 40. Which of the following statements about power distance is most accurate? a. The Power Distance Index measures how people in different societies relate to more powerful individuals. b. In Asian cultures people are more relaxed about social status and the appearance of power. c. Perceptions of power are individual and generally not culture driven. d. In high-power-distance cultures, subordinates see themselves as equal to their supervisors.

41. Caroline is writing a business letter to a German client. What should she do as she prepares the letter? a. Use jargon to introduce the client to U.S. culture. b. Use longer sentences and paragraphs to make her letter look more formal. c. Use words that have several meanings. d. Observe the receiver's title and rank.

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Chap 03_10e 42. During business negotiations, which group of individuals is most likely to place more emphasis on the surrounding context than on the actual words? a. Germans b. Americans c. Canadians d. Japanese 43. What is the best advice for an American businessperson who is traveling to Sweden on business? a. Wait until you finish a complete explanation, no matter how long it is, before requesting feedback. b. Be wary of smiling because it can be misinterpreted in some cultures. c. Follow up oral negotiations and agreements in writing. d. If your Swedish colleague is having trouble finishing a sentence, show consideration by finishing it for him or her.

44. U.S. businesses and those of other countries are seeking to expand around the world for many reasons, including the passage of favorable trade agreements, growing numbers of middle-class consumers in emerging nations, and ________. a. increasing sales growth in their home countries b. advances in transportation c. limited communication technologies d. growing domestic markets 45. An example of a country that has a low-context culture is _______. a. the United States b. Saudi Arabia c. China d. Japan 46. Members of high-context cultures often go to great lengths to avoid saying no directly. This is an example of the focus they place on _______. a. being right b. group decision making c. saving face d. ethnocentrism 47. Which of the following trade agreements expands free trade among Canada, the United States, and Mexico? a. General Agreement on Tariffs and Trade (GATT) b. World Trade Organization (WTO) c. European Free Trade Association (EFTA) d. U.S.-Mexico-Canada Agreement (USMCA) ((f.k.a North American Free Trade Agreement (NAFTA))

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Chap 03_10e 48. To succeed in today’s interdependent global village, multinational companies try to negotiate two seemingly opposite approaches based on their target demographic: introducing new products in new territories and _______. a. slowly removing a territory's outmoded but beloved products b. localizing their product offerings to match each market c. saturating markets with products representative of all countries and cultures d. lowering prices in all markets to generate sales 49. Which of the following statements most accurately describes diversity in the workplace? a. A diverse staff tends to have difficulties reading trends and responding to customers in local and world markets. b. Teams made up of diverse members are better equipped than homogeneous teams to create products that diverse consumers want. c. Diversity in the workplace often leads to lower productivity and worse employee morale. d. Teams with diverse members often find it more difficult than homogeneous teams to solve problems.

50. A businessperson from the United States was introduced to the president of a company in another country, and the businessperson immediately began treating the president as their equal. The president might be particularly offended if they are from which country? a. Japan b. United States c. Canada d. Brazil 51. Remaining silent while a nonnative-speaking coworker struggles to express an idea in English is an example of showing _______. a. superiority b. ethnocentrism c. prejudice d. tolerance 52. An oversimplified behavioral pattern applied uncritically to groups of people is called a(n) _______. a. stereotype. b. prejudice. c. prototype. d. ethnocentrism.

53. Which of the following statements about saving face is most accurate? a. Members of low-context cultures are indirect and go to great lengths to avoid giving offense by saying no. b. People in low-context cultures are extremely concerned with saving face. c. Face refers to the image a person holds in the social network. d. In business transactions around the world, economic factors are the primary motivators of people.

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Chap 03_10e 54. By tradition, businesspeople in the United States typically place a high value on _______. a. group membership b. individual action and personal responsibility c. being able to avoid saying "no" d. relying on context and feelings when making decisions 55. Jackson will be attending a professional conference in Vietnam. What should he do to try to enhance oral communication with his colleagues? a. Assume that his colleagues will speak English well because it is so widely used around the world. b. Learn how to speak Vietnamese fluently. c. Assume that a yes, a nod, or a smile indicates comprehension. d. Listen without interrupting.

56. Dale recently completed diversity training. Which of the following was he most likely taught during the training? a. If you work hard enough at it, you can talk about cultures without using mental categories, representations, and generalizations to describe groups. b. Unfounded generalizations about people and cultures can lead to bias and prejudice. c. Today the word stereotype has a positive meaning. d. Because they are fixed and rigid, stereotypes are always entirely false.

57. The belief that one's own race is superior is known as ________. a. prototyping b. stereotyping c. ethnocentrism d. prejudice 58. By tradition, Asian businesspeople typically place a high value on _______. a. group decision making b. individual achievements c. direct verbal interaction d. initiative and self-assertion 59. Favorable trade agreements ________. a. are causing markets to shrink b. do not apply to third-world countries c. are a passing trend d. significantly open global markets to imports and exports 60. Select the most accurate statement about culture. a. Cultural understanding comes only from examining and living within other cultures. b. Cultural attitudes are not learned until adulthood. c. Culture is not something we can be taught; it's something we possess at birth. d. Cultural rules of behavior learned from your family and society are conditioned from early childhood.

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Chap 03_10e 61. Which of the following is the most accurate statement about social networking among cultures? a. Social networking tends to make introverts more extroverted. b. In real life and online, we instinctively tend to gravitate toward people who seem similar to us. c. The majority of networking experts agree that social media offer limited intercultural engagement. d. Online environments make social presence and interpersonal contact easier for all people.

62. Communicators in high-context cultures _______. a. are more likely to be intuitive and contemplative b. assume that listeners know very little and must be told practically everything c. tend to be logical, analytical, and action oriented d. pay attention to only the spoken or written words 63. Jake is working for a global consulting firm and will be writing letters to intercultural audiences around the world. What is the best advice you can give him? a. Always use a direct approach to make your letters as clear as possible. b. Use your own format and style so that all your letters are consistent. c. Send letters to lower-ranking employees to avoid offending higher-ranking employees. d. Replace two-word verbs such as put off with clear single words such as delay.

64. Julia was born and raised in the United States. Because she has been taught that it is best to be direct when speaking in the workplace, Julia expects her Vietnamese coworkers to share her belief. Julia’s misconception is the result of ________. a. tolerance b. stereotyping c. ethnocentrism d. prototyping 65. When faced with an intercultural ethical dilemma, you should ask yourself if the action is legal, if you can rule out a better alternative, if a trusted advisor would agree, and ________. a. if there is money to be made b. how your decision will benefit your company c. if you would do it if you were on the opposite side d. if religious beliefs are involved 66. Which of the following statements about tolerance is most accurate? a. To improve tolerance, one must practice empathy. b. If a nonnative speaker is struggling to express an idea in English, Americans should help by finishing the sentence for the speaker. c. In Asian cultures, people deliberately avoid silence because it can show disrespect. d. To show empathy, one must work to become fluent in other languages.

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Chap 03_10e 67. Emma runs a small business and wants to improve communication among her increasingly diverse staff. Which of the following should she do? a. Consider having employees take part in diversity awareness training. b. Encourage employees to think alike so that conflicts can be avoided. c. Expect conformity from her employees. d. Assume that her employees will adapt to her primary culture.

68. Which of the following U.S. laws is a tool in the domestic anticorruption battle, forbidding off-the-book bribes? a. Sarbanes-Oxley Act of 2002 b. Foreign Corrupt Practices Act of 1977 c. USA Patriot Act of 2001 d. Personal Responsibility and Work Opportunity Act of 1996 69. The expression cultures are inherently logical most closely means that ________. a. knowing one's own cultural norms is all each person is responsible for b. nearly all serious rules and values originate in deep-seated beliefs c. physical appearances, such as clothing and hair, are not influenced by cultural norms d. it is illogical to think that you would have similarities to someone from a different culture 70. Jing-Ying places great value on the posture, voice inflection, gestures, and facial expressions of employees within the workplace. She is most likely part of a(n) ____ culture. a. low-context b. linear logic c. high-context d. analytical 71. In conversation with a Korean businessperson who speaks English fairly well, Meaghan discovers that much of what she has just said was not understood by the Korean. In continuing the conversation, Meaghan should _______. a. speak more slowly and loudly. b. discontinue the conversation until an interpreter can be found. c. keep a stern, unsmiling face to show she's serious about the conversation. d. accept blame for the misunderstanding and use simpler language.

72. Brianna would like to become more culturally competent. Which of the following should she do? a. Begin to think of herself as a product of her culture. b. Adopt an attitude of ethnocentrism. c. Limit her environments to reinforce her understanding of her own culture. d. Work to understand others' cultures fully and ignore her own.

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Chap 03_10e 73. Which of the following statements is most accurate about our global economy? a. Recent trade skirmishes over tariffs have forced the once-global economy into being more localized. b. Many familiar U.S chains are now operating overseas. c. Learning more about the powerful effect culture has on behavior will be possible only if you travel abroad. d. There is no way to avoid increased misunderstandings and tensions in your dealings with people who are not like you.

74. Select the least accurate statement about culture. a. Culture is the basis for how we tell the world who we are and what we believe. b. Culture can be both visible and invisible. c. The rules in any culture are inherently logical. d. Because cultural norms are so deep-seated, they almost never change.

75. Which of the following statements about time orientation across cultures is most accurate? a. North Americans generally correlate time with productivity, efficiency, and money. b. South Americans generally see keeping people waiting as rude and unprofessional. c. Asians generally are punctual and rush decisions to be more productive. d. Most cultures generally perceive time as limited in the workplace and therefore are punctual.

76. The term "highly clean" to describe a country refers to _______. a. its pollution standard index b. perceptions of corruption as seen by businesspeople, risk analysts, and the general public c. its aesthetic ranking in terms of beauty d. its law enforcement policies 77. Leonard will be traveling on business to a country where he knows bribes are a normal part of business. Which of the following is the best advice for Leonard? a. Because the Foreign Corrupt Practices Act of 1977 applies only to U.S. companies, Leonard can legally pay bribes to international companies to obtain business. b. Leonard should offer nonmonetary benefits, such as additional customer service, in lieu of paying bribes. c. Paying bribes is just a normal cost of doing business, and Leonard will be able to include the bribes he pays on his expense report. d. So that Leonard's company can remain competitive globally, Leonard should pay any bribe requested.

78. Which of the following is the most accurate statement about the globalization of markets? a. Although market borders are blurring, it is still easy to determine the nationality of companies. b. Many U.S. companies with famous brands are now controlled by global enterprises. c. Doing business beyond borders is common only for U.S. companies. d. Because many companies are multinational, cultural differences are not as important.

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Chap 03_10e 79. Which of the following statements about intercultural ethics is most accurate? a. Very few companies that are active in global markets have codes of ethics. b. The United States is the least corruptible country worldwide. c. Many companies require their employees to take ethics training programs. d. Because we now live in a global economy, ethics is not an issue when doing business globally.

80. Mental representations based on general characteristics and open to new definitions when describing cultures are called ________. a. stereotypes b. prejudices c. prototypes d. ethnocentrism 81. Sam, a human resources representative, is developing a training program for company leaders to prepare them for the company's global expansion. Which of the following should he stress in the training to aim for acknowledging different cultural values while also emphasizing moral initiative? a. Clear definitions of good ethics and bad ethics b. The importance of seeing a business transaction through at all costs, even if it violates the company's core values c. The use of legalistic strategies over ethical considerations d. Alternatives to government payoffs, such as nonmonetary public service benefits or technical expertise 82. Which of the following U.S. laws prohibits payments to foreign officials for the purpose of obtaining or retaining business? a. Sarbanes-Oxley Act of 2002 b. Foreign Corrupt Practices Act of 1977 c. USA Patriot Act of 2001 d. Personal Responsibility and Work Opportunity Act of 1996 83. Which of the following represents the most effective phrasing to include in an e-mail message confirming a meeting with a visitor from another country? a. Are you still available for the meeting on 5/15? b. Please get back to me ASAP to confirm our meeting. c. Looping back around to make sure you're still coming May 15 at 3:30 our time. d. We look forward to meeting you at our office on May 15 at 3:30 Pacific Standard Time.

84. Many of the world's industrialized countries have formally agreed to a new global treaty that bans the practice of bribery of foreign government officials. What organization promoted this treaty? a. Central Intelligence Agency b. World Trade Organization c. Organization for Economic Cooperation and Development d. Ministry of Industry and Trade

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Chap 03_10e 85. Gayle will be traveling to Thailand on business and wants to demonstrate intercultural competence while there.

What is the best advice you can give her? a. Provide judgmental feedback rather than descriptive feedback. b. Take the lead when interacting with businesspeople from other cultures. c. Show supportiveness with head nods, eye contact, facial expressions, and physical proximity. d. Use gestures often and freely to attempt to communicate nonverbally.

86. The invisible barrier of attitudes and prejudices perceived to block women from reaching important corporate positions has been called the ________. a. gender gap b. glass ceiling c. diversity challenge d. power struggle 87. Which of the following is advised for citing numbers when writing to businesspeople in other cultures? a. Write all numbers in word form. b. Use figures to express the month of the year. c. Convert dollar figures into local currency. d. Minimize references to numbers to avoid confusion.

88. Which of the following statements about gender differences in communication is accurate? a. Women tend to have more attentive eye contact than men. b. Women tend to make more expansive gestures than men. c. Women tend to focus more on the big picture rather than details. d. Women tend to make more "I" statements, whereas men make more "we" statements.

89. Businesspeople from which country are most likely to be uncomfortable with silence and impatient with delays? a. Mexico b. United States c. Saudi Arabia d. Japan 90. Which of the following terms refers to individuals whose gender identity is flexible and shifting? a. Transgender b. Gender nonbinary c. Gender nonconforming d. Gender fluid Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: To make decisions that acknowledge different cultural values but also emphasize moral initiative, we should avoid _______ strategies which focus on legally safe but ethically questionable tactics.

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Chap 03_10e 92. Fill in the blank in the following sentence: Communicators in ________ -context cultures, such as those in North America, Scandinavia, and Germany, tend to be logical, analytical, and action oriented. They stress clearly articulated messages that they consider to be objective, professional, and efficient.

93. Fill in the blank in the following sentence: ________ may be defined as the complex system of values, traits, morals, and customs shared by a society.

94. Fill in the blank in the following sentence: High-context communicators tend to use ________ logic to reach conclusions. That is, they circle around a topic indirectly and look at it from many tangential or divergent viewpoints.

95. Fill in the blank in the following sentence: A(n) ________ is an oversimplified behavioral pattern applied uncritically to groups.

96. Fill in the blank in the following sentence: Communicators in ________ -context cultures, such as those in Japan, China, and Middle Eastern countries, pay attention to more than the words spoken. They emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.

97. Fill in the blank in the following sentence: The term ________ is used to describe mental representations based on general characteristics that are not fixed and rigid, but rather are open to new definitions.

98. Fill in the blank in the following sentence: One process for achieving intercultural competence is ________ , which refers to the use of concrete and specific feedback.

99. Fill in the blank in the following sentence: The World ________ Organization promotes open trade and the reduction of trade barriers globally.

100. Fill in the blank in the following sentence: ________ in the workplace has many dimensions, including race, ethnicity, age, religion, gender, national origin, physical ability, and sexual orientation.

101. Fill in the blank in the following sentence: Saving ________ is a primary motivator in business dealings in high-context cultures and involves preserving social harmony.

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Chap 03_10e 102. Fill in the blank in the following sentence: A trend known as _______ nationalism refers to the vast global differences in Internet access, including harsh restrictions in authoritarian countries.

103. Fill in the blank in the following sentence: The belief in the superiority of one's own race is known as ________.

104. Fill in the blank in the following sentence: Low-context communicators tend to use ________ logic to reach conclusions. That is, they proceed from Point A to Point B to Point C and finally arrive at a conclusion.

105. Fill in the blank in the following sentence: Diversity makes an organization innovative and creative. Conversely, sameness fosters an absence of critical thinking, also known as _______.

106. Fill in the blank in the following sentence: To improve tolerance, you will want to practice _______, which means trying to see the world through another’s eyes.

107. Fill in the blank in the following sentence: ________ refers to the stimuli, environment, or ambiance surrounding an event. It is probably the most important cultural dimension and is also the most difficult to define.

108. Fill in the blank in the following sentence: One way to improve your communication with those from other cultures is to use _______ English, which refers to speaking and writing in short sentences using simple words and avoiding puns, slang, and other terms that are not easily translated.

109. Fill in the blank in the following sentence: A(n) ________ is a stereotype that has developed into a rigid attitude and that is based on erroneous beliefs or preconceptions.

110. Fill in the blank in the following sentence: Most important in achieving effective communication is _______. This attitude requires us to engage positively with head nods, eye contact, facial expressions, and physical proximity.

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Chap 03_10e 111. Culture is a powerful operating force that conditions the way we think and behave. To be successful in the global economy, it's important to understand the basic characteristics of culture so that we can make adjustments and adopt new attitudes. List and describe three basic characteristics of culture.

112. List and describe five techniques for improving written communication to intercultural audiences.

113. List and describe three factors that have led to increased globalization.

114. Explain the advantages and challenges of workplace diversity, including the specific ways that consumers, work teams, and business organizations benefit from more diverse workplaces.

115. An important goal when making ethical decisions abroad should be to acknowledge different values but also emphasize moral initiative. Identify and describe four strategies to help with the cultural challenges of global business interaction.

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Chap 03_10e Answer Key 1. True 2. True 3. False 4. True 5. False 6. False 7. False 8. False 9. False 10. False 11. False 12. True 13. False 14. True 15. False 16. True 17. False 18. True 19. True 20. False 21. True 22. False 23. True 24. True 25. False 26. False

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Chap 03_10e 27. True 28. False 29. True 30. True 31. b 32. b 33. b 34. c 35. b 36. a 37. b 38. c 39. c 40. a 41. d 42. d 43. c 44. b 45. a 46. c 47. d 48. b 49. b 50. a 51. d 52. a 53. c 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 55. d 56. b 57. c 58. a 59. d 60. d 61. b 62. a 63. d 64. c 65. c 66. a 67. a 68. a 69. b 70. c 71. d 72. a 73. b 74. d 75. a 76. b 77. b 78. b 79. c 80. c 81. d 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 83. d 84. c 85. c 86. b 87. c 88. a 89. b 90. d 91. legalistic 92. low 93. Culture 94. spiral 95. stereotype 96. high 97. prototype 98. descriptiveness 99. Trade 100. Diversity 101. face 102. digital 103. ethnocentrism 104. linear 105. groupthink 106. empathy 107. Context 108. plain 109. prejudice 110. supportiveness

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Chap 03_10e 111. Student answers will vary but should include three of the following characteristics: Culture is learned: Rules, values, and attitudes of culture are not inherent. They are learned and passed down from generation to generation.

Cultures are inherently logical: The rules in any culture originated to reinforce that culture's values and beliefs. They act as normative forces. Although some cultural behavior may sometimes seem silly and illogical, nearly all serious rules and values originate in deepseated beliefs.

Culture is the basis of self-identity and community: Culture is the basis for how we tell the world who we are and what we believe. People build their identities through cultural overlays to their primary culture.

Culture combines the visible and the invisible: To outsiders, the way we actthose things that we do in daily life and workare the most visible parts of our culture. These practices are often outward symbols of deeper values that are invisible but that pervade everything we think and do.

Culture is dynamic: Over time, cultures will change. Changes are caused by advancements in technology and communication and by events such as migration, national disasters, and war. Attitudes, behaviors, and beliefs change in open societies more quickly than in closed societies.

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Chap 03_10e 112. Student answers will vary but should include five of the following: Adjust writing style and tone: Learn how documents are formatted and addressed in the intended reader's country. Decide whether to use your organization's preferred format or adjust to local styles.

Use short sentences and short paragraphs: Sentences with fewer than 20 words and paragraphs with fewer than eight lines are most readable.

Observe titles and rank: Use last names, titles, and other signals of rank and status. Send messages to higher-status people and avoid sending copies to lower-ranking people.

Avoid ambiguous expressions: Include relative pronouns for clarity in introducing clauses.

Stay away from contractions. Avoid idioms, figurative clichés, slang, acronyms, abbreviations, jargon, and sports references. Use action-specific verbs.

Strive for clarity: Avoid words that have many meanings. If necessary, clarify words that may be confusing. Replace two-word verbs with clear single words.

Use correct grammar: Be careful with misplaced modifiers, dangling participles, and sentence fragments. Use conventional punctuation.

Cite numbers carefully: For international trade it is a good idea to learn and use the metric system. In citing numbers use figures rather than words. Always convert dollar figures into local currency. Avoid using figures to express the month of a year.

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Chap 03_10e 113. Student answers will vary but should include three of the following factors:

Mature local markets: Many companies are increasingly looking overseas as domestic markets mature. They can no longer expect increased sales growth at home.

Favorable trade agreements: A significant factor in the expansion of global markets is the passage of favorable trade agreements. The World Trade Organization (WTO) promotes open trade globally, and the U.S.-MexicoCanada Agreement (USMCA) expands free trade among Canada, the United States, and Mexico. USMCA has created one of the largest and richest free-trade regions on earth. Additional trade agreements are causing markets to expand.

Robust middle classes in emerging economies: Parts of the world formerly considered developing now boast robust middle classes. Once known only for cheap labor, many countries with emerging economies are now seen as promising markets. Estimates suggest that 70 percent of world growth over the next few years will come from emerging markets.

Advancements in transportation and logistics: Of paramount importance in explaining the explosive growth of global markets are amazing advancements in transportation and logistics technology, including supersonic planes that can carry goods and passengers to other continents overnight. Breakthroughs in transportation technology, such as digital wireless sensor telemetry, also push the drive toward globalization.

Growing reach of information and communication technologies: Probably the most significant factor fueling globalization is the development of information and communication technologies (ICT), which have changed the way we live and do business. ICT includes the Internet, wireless networks, smartphones, mobile electronic devices, and other communication media. High-speed, high-capacity, and relatively low-cost communications have opened new global opportunities that make geographic location virtually irrelevant for many activities and services. Workers have access to company records, software programs, and colleagues whether they're working at home, in the office, or at the beach. The world's new economic landscape enables companies to conduct business anytime, anywhere, and with any customer.

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Chap 03_10e 114. Student answers will vary but should address the following.

Diversity can be a positive force within organizations, but it can also cause divisiveness, discontent, and clashes.

Many identity groups, such as women and older workers, have legitimate gripes. However, the following identify groups benefit significantly from diversity in the following ways.

C ​ onsumers: A diverse staff is better able to read trends and respond to the increasingly diverse customer base in local and world markets. Diverse consumers now want goods and services tailored to their needs. Teams made up of people with different experiences are better equipped to create products that these markets require. Consumers also want to deal with companies that respect their values and reflect themselves.

W ​ ork Teams: Team members with different backgrounds may come up with more innovative and effective solutions than homogeneous teams.

Business Organizations: Companies that set aside time and resources to cultivate and capitalize on diversity suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. Most important, though, is the growing realization among organizations that diversity is a critical bottom-line business strategy to improve employee relationships and increase productivity.

115. Students responses will vary but should include four of the following: Broaden your view. Become more sensitive to the values and customs of other cultures. Look especially at what they consider moral, traditional, practical, and effective.

Create virtuous incentives for staff. Compensation should reward proper legal and ethical behavior.

Find alternatives. Instead of caving to government payoffs, perhaps offer nonmonetary public service benefits, technical expertise, or additional customer service.

Refuse business if options violate your basic values. If an action seriously breaches your own code of ethics or that of your firm, give up the transaction.

Embrace transparency. Conduct all relations and negotiations as openly as possible.

Don’t rationalize shady decisions. Avoid agreeing to actions that cause you to say, This isn’t really illegal or immoral, This is in the company’s best interest, or No one will find out.

Resist legalistic strategies. Don’t use tactics that are legally safe but ethically questionable. For example, don’t call agents (who are accountable to employers) distributors (who are not).

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Chap 04_10e Indicate whether the statement is true or false.

1. The best feedback to a message is descriptive rather than evaluative. a. True b. False 2. Because jargon can be confusing, it should never be used in business writing. a. True b. False 3. The following sentence uses a positive tone: Employees cannot park in Lot H until April 1. a. True b. False 4. As the communication barrier known as bypassing reveals, meanings are in people rather than in words. a. True b. False 5. Business communicators should generally spend the most time on the prewriting phase of the 3-x-3 writing process. a. True b. False 6. Team writing is especially important for documents that require the expertise or consensus of many people. a. True b. False 7. You can start lowering your energy expenses immediately is an example of an audience-focused sentence. a. True b. False 8. The process of communication begins when the sender has an idea. a. True b. False 9. The 3-x-3 writing process does not apply to presentations since they are delivered verbally. a. True b. False 10. The first question to ask yourself when composing a business message is "What channel should I use to send the message?" a. True b. False

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Chap 04_10e 11. A live video chat is considered a richer medium than a written report or proposal. a. True b. False 12. The following sentence represents good business writing: A proficient attorney always defends his client. a. True b. False 13. Business writing should follow a rigid progression of distinct steps regardless of the type or purpose of the message. a. True b. False 14. Robert is gathering data for a business proposal he is writing. Robert is in the first phase of the writing process. a. True b. False 15. A letter is an effective channel for an internal written message requiring formality or sensitivity. a. True b. False 16. BTW, I need your report with stats asap is considered an example of professional expression and tone because of its directness and conciseness. a. True b. False 17. Team-written documents and presentations are standard in most organizations because collaboration produces a better product. a. True b. False 18. As long as a message is transmitted from the sender to the receiver, successful communication has taken place. a. True b. False 19. E-mail remains the most effective tool for team collaboration because members can access it across a variety of devices. a. True b. False 20. One advantage of writing collaboratively is that team members learn more about the organization's values and procedures. a. True b. False

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Chap 04_10e 21. Every message you write should begin with the notion that your audience is thinking What’s in it for me?

(WIIFM) a. True b. False 22. In team writing projects, team members usually work separately during Phase 1, the prewriting phase. a. True b. False 23. Even with communication tools such as e-mail, instant messaging, texting, Twitter, and other interactive media, the nature of communication remains unchanged. a. True b. False 24. The following sentence effectively applies the “you” view: I have decided to allow you to take Friday off. a. True b. False 25. A coworker has asked you for evaluative feedback on a proposal she has written. To provide the requested feedback, you should repeat back the proposal's main ideas to show that you understand them. a. True b. False 26. Michael is trying to decide how to organize an e-mail to staff about changes to the vacation policy. Anticipating whether the audience is likely to respond neutrally, positively, or negatively can help him in determining his organizational strategy. a. True b. False 27. In profiling your audience, you should consider only how the primary (not secondary) audience is likely to react to your message. a. True b. False 28. One consideration to make in selecting the channel for a message is the necessity of a permanent record. a. True b. False 29. Encoding is the process of translating a message from its symbol form into meaning. a. True b. False

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Chap 04_10e 30. Siobhan wants to establish a friendly yet professional tone in a message to her staff. She should use pronouns such as I, we, and you to sound more conversational. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Deborah is writing a proposal to solicit business from a potential client. She should expect to spend the most time on ________. a. analyzing the purpose of the message and anticipating the needs of the client b. editing, proofreading, and evaluating the proposal c. composing the first draft of the proposal at her computer d. researching the information to include in the proposal 32. Emily has scheduled a face-to-face meeting with each of her employees to provide performance feedback.

What factor is she most likely considering in choosing this channel? a. The confidentiality and sensitivity of the message b. Cost c. The degree of formality required d. Available technology 33. Select the most accurate statement about team writing. a. Team writing is especially important for short documents such as memos, letters, and informational briefs. b. Because collaboration usually takes longer, team writing is not useful for documents with short deadlines. c. Members of effective teams are usually eager to implement their recommendations because they are more invested. d. Team-written documents and presentations are not standard in most organizations because collaboration has many disadvantages.

34. Victoria is writing an e-mail message to her colleagues to encourage them to take part in a charitable fundraiser. Her primary purpose is to ________. a. inform b. promote goodwill c. persuade d. intimidate 35. Kendra is part of a team that will be preparing a presentation to the board of directors about a new product idea. What will her team likely do the first time they meet? a. Brainstorm for ideas b. Begin their research c. Start preparing PowerPoint slides d. Start composing a first draft of the presentation

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Chap 04_10e 36. The process of communication begins when ________. a. a message is put into words b. the message is sent over a communication channel to the receiver c. the sender has an idea d. the receiver actually receives the message and decodes it 37. During Phase 2 of a team writing project, members usually _______. a. work together closely as they discuss the project and establish their purpose b. work together to synthesize their drafts and offer suggestions for revision c. appoint one person to proofread and edit and another to prepare the final document d. work separately as they conduct research, organize their findings, and compose a first draft 38. Which of the following sentences uses conversational, middle-level diction? a. We've got this contract in the bag. b. If we just hang in there, we'll snag the contract. c. If we stay positive, we'll win the contract. d. If we persevere and remain steadfast, we will secure the contract.

39. Though previously useful as a collaboration tool, which of the following has become less effective as projects have become more complex and team members use a wider variety of devices? a. Slack b. Dropbox c. Google docs d. E-mail 40. When choosing the best channel for your message, you should consider the importance of the message, the amount and speed of feedback and interactivity required, the necessity of a permanent record, the cost of the channel, the degree of formality desired, the confidentiality and sensitivity of the message, and _________. a. the receiver’s preference and level of expertise b. the ability of the channel to showcase your technical expertise c. your own communication channel preferences d. the ability of the channel to make your company look cutting edge 41. Rodney wants to motivate his sales force to increase sales in the upcoming quarter. Which channel should he choose to be the most persuasive? a. A face-to-face group meeting b. A phone call to each sales team member c. A group e-mail d. A memo posted in a central area

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Chap 04_10e 42. As her supervisor explains a new procedure, Lisa paraphrases the steps back to him over the phone. Lisa's response is an example of ________. a. verbal feedback b. noise c. evaluation d. nonverbal feedback 43. Nora is trying to present her ideas concisely and clearly, realizing that length is not rewarded in workplace messages. She is focusing on being _______. a. purposeful b. audience oriented c. economical d. friendly 44. One advantage of using jargon in workplace messages is that it _______. a. often makes documents longer b. is easily understood by all readers c. builds credibility with external readers d. enables insiders to communicate complex ideas briefly 45. You want to simplify your language and use short, familiar words that your audience will recognize. Which of the following sentences has the best wording to accomplish this? a. Your remuneration will be commensurate with your results. b. Please substantiate that the new color scheme doesn't obfuscate the overall message. c. Employees are invited to attend a special luncheon next week. d. Your presence at Friday's meeting is compulsory.

46. Which of the following is the final phase of the revision process? a. Proofreading carefully to ensure correct spelling, grammar, punctuation, and format. b. Evaluating your message to decide whether it accomplishes your goal. c. Tracking changes in MS Word for later reference. d. Editing the message for clarity, conciseness, tone, and readability.

47. Joe follows up with one of his direct reports by phone after sending an email with instructions for completing a project. During the call, he asks if the receiver has any questions about the e-mail. Joe is attempting to ensure successful communication with ________ . a. feedback b. encoding c. bypassing d. decoding

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Chap 04_10e 48. Which of the following channels would be considered the richest media form? a. An instant message b. An annual report c. An e-mail message d. A live video chat 49. Which sentence best illustrates the "you" view? a. Our walking tours include free admission to all museums. b. We are happy to send you our current calendar of walking tours. c. We look forward to having you join us on one of our exciting walking tours. d. To help you plan, you will receive your complete walking tour itinerary one month before your trip.

50. Alex is having trouble concentrating on a report he is reading because his phone keeps ringing and his colleagues keep sending him e-mail messages. What kind of communication barrier is this? a. Differing frames of reference b. Digital interruptions c. Lack of language skills d. Bypassing 51. Choyo is working on a sales brochure to promote a new product. Which of the following will Choyo do during the first phase of the writing process? a. Anticipate how customers will react to the message. b. Proofread the brochure carefully for correct spelling, grammar, and punctuation errors. c. Conduct all necessary research to make sure that the brochure will meet her customers' needs. d. Decide how to organize the brochure to make it most persuasive to her customers.

52. As you begin to compose a workplace message, you should ask yourself two important questions: Why am I sending this message? and _______. a. How should I organize it? b. What do I hope to achieve? c. What will my supervisor think? d. What is my deadline?

53. Using the term businessperson rather than businessman is an example of using _______ language. a. nonjudgmental b. audience-oriented c. bias-free d. descriptive

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Chap 04_10e 54. You want to use precise, vigorous words to give your readers more information and keep them interested.

Which of the following sentences has the best wording? a. Your order will ship next week. b. Please get back to me as soon as possible. c. Our latest income statement shows a decrease in profits. d. The March balance sheet reports a 10 percent decrease in expenses for the first quarter.

55. You want your writing to sound positive and courteous. Which of the following sentences has the best choice of wording? a. Please give us your feedback about your online ordering experience. b. You claim that your order arrived with two damaged items. c. We cannot process your order until we receive your credit card number. d. Turn in your sales figures by Monday.

56. Which of the following sentences uses bias-free language? a. Two firemen will collect the toy donations. b. Every flight attendant must submit her security clearance card before boarding. c. All managers and their wives are invited to Friday's cocktail party. d. The servers at Cafe Divine are always professional.

57. Francis is starting his first full-time job after graduating from college, and he knows that his written messages will help him develop his professional brand. Which of the following should he do? a. Use emojis liberally to seem friendly. b. Strive for an informal, conversational tone in most business messages. c. Use texting-style abbreviations such as BTW and slang in his professional messages to be concise. d. Use high-level diction in most business messages.

58. As part of the encoding process, the sender of a message must ________. a. select the receiver's preferred communication channel b. ask the receiver if he or she understands the message c. keep all messages in English for universal understanding d. select appropriate words or symbols given the receiver's experiences and culture 59. Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face-to-face. Zachary is in the process of ________. a. encoding the message b. decoding the message c. preparing for feedback d. selecting the channel for the message

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Chap 04_10e 60. Hannah posts her résumé on the websites of several companies. Unfortunately, it is poorly formatted and contains several spelling and grammar errors. What kind of communication barrier may this cause for readers? a. Bypassing b. Differing frames of reference c. Emotional distraction d. Physical distraction 61. The best business writing is purposeful, economical, and ________. a. technical b. audience oriented c. revenue driven d. feelings oriented 62. As her supervisor explains a new procedure, Rachel nods her head. Rachel's response is an example of ________. a. verbal feedback b. noise c. evaluation d. nonverbal feedback 63. Choose the most effective way to revise the following sentence for positive emphasis: Students cannot park in Lot C until August 25. a. Students can park in Lot C. b. Lot C is off-limits to students until August 25. c. Students may park in Lot C beginning August 25. d. Students: No parking in Lot C! 64. Which of the following is an example of an internal disruption in the decoding process? a. Loud construction sounds outside prevent Samuel from hearing the message. b. Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence. c. Brandon is finding it hard to pay attention during the interview because the interviewer's phone keeps ringing. d. Sylvia finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos.

65. As a technical support rep, Jorge is responding to a customer's question sent to him via e-mail. What should Jorge first task be? a. Print the customer's message. b. Determine the purpose of his response. c. Start composing his reply. d. Conduct any necessary research.

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Chap 04_10e 66. The suggestion to make business messages purposeful refers to ________. a. presenting ideas clearly but concisely b. having a definite strategy to fulfill in each message c. looking at a problem from the perspective of your audience rather than your own d. saving your organization money 67. Sofia is an event planner and is responding to an e-mail request from a client. What should Sofia do during the second phase of the writing process? a. Check the format of the message. b. Proofread for spelling and grammar errors in the message. c. Determine the best organizational pattern for her reply message to the client. d. Analyze the situation and anticipate how her client will respond to her message.

68. Which of the following statements is true about evaluative feedback? a. It is nonjudgmental. b. It tends to be the most helpful type of feedback. c. It is always provided nonverbally. d. It doesn't tell the sender whether the receiver actually understood the message.

69. Which of the following statements about business writing is most accurate? a. Business writing is similar to academic writing. b. When writing business documents, business communicators should recognize that quantity enhances quality. c. Business writers should have a definite purpose to fulfill in each message. d. Business writing should be focused on the writer's needs.

70. If you send a message to your supervisor and she forwards it to the vice president, the vice president would be considered ________. a. your primary audience b. your secondary audience c. your formal audience d. your informal audience 71. Which of the following takes place during the first phase of the 3-x-3 writing process? a. Editing to make sure the message is clear, conversational, concise, and readable. b. Writing the rough draft. c. Gathering any needed information through formal or informal research techniques. d. Analyzing the audience and your purpose for writing.

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Chap 04_10e 72. Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs. She is involved in the ________ part of the communication process. a. encoding b. channel selection c. decoding d. feedback 73. Which of the following is the best wording to avoid racial, ethnic, age, and disability bias? a. Hsiao-Nan Yi, a Chinese American, was elected board president. b. James O'Keefe, 56, will deliver the keynote address at the awards banquet. c. AARP membership is open to anyone age 50 or over. d. Our new receptionist is confined to a wheelchair.

74. Adapting your message to the receiver’s needs means putting yourself in that person’s shoes, which is also known as _______. a. profiling b. courtesy c. empathy d. positive emphasis 75. Every message you write should begin with the notion that your audience is thinking _______. a. Why am I receiving this? b. Am I the primary or secondary audience? c. What's in it for me? d. What am I supposed to do?

76. A company's annual report describes the company's efforts to give back to the community. The primary purpose of this report is to ________; the secondary purpose is to ________. a. inform; promote goodwill b. persuade; inform c. inform; persuade d. promote goodwill; persuade 77. Devon is writing an e-mail message to a customer to tell him that the customer's order has been shipped. His primary purpose is to ________. a. inform b. persuade c. sell d. promote goodwill

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Chap 04_10e 78. So that your needs can better be met in the future, please complete the online survey about your recent flight with Southwest Airlines is an example of ________. a. identifying the message's purpose b. spotlighting audience benefits c. emphasizing sender benefits d. analyzing the task 79. While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some listeners. He then paused and asked his audience, "What questions do you have so far?" Clayton was striving to overcome communication barriers by ________. a. questioning his assumptions, biases, and prejudices b. improving his language and listening skills c. creating an environment for useful feedback d. reducing physical distractions 80. Phrases such as probably, usually, often, soon, and right away can contribute to the communication barrier known as ________. a. noise b. bypassing c. lack of language skill d. frame of reference 81. Omar is writing an e-mail message about a new delivery service. In anticipating and profiling the audience, he should ________. a. call or e-mail all members of his audience to learn more about them b. realize that he can't write a good message unless he knows exactly who the readers will be c. try to get a general idea of who his audience is d. ask a competing company about its audience 82. You are talking with the president of your company about a possible merger. After she finishes speaking, you respond, "If I understand you correctly, your recommendation is that we go through with the merger." You are providing what type of feedback? a. evaluative b. descriptive c. judgmental d. agreement 83. ________ is the process of creating a message that suits your audience. a. Anticipation b. Adaptation c. Researching d. Analyzing

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Chap 04_10e 84. Determining whether a message will be transmitted by e-mail or delivered in person is part of ________. a. selecting the appropriate audience for the message b. using the correct tone for the message c. adapting a message to the audience d. selecting an appropriate communication channel for the message 85. Differences in frames of reference are especially significant when ________. a. working on improving one’s listening skills b. communicating with people from different cultures c. overcoming physical barriers to communication d. dealing with conflicting emotions 86. The crucial element in the definition of communication is ________. a. idea b. sender c. meaning d. receiver 87. Robert says that he will answer his client's questions "as soon as possible." Robert plans to answer the questions by early next week; his client expects the answers by the end of the day. This misunderstanding results from ________. a. bypassing b. differing frames of reference c. noise d. using the incorrect communication channel 88. Which of the following statements about the 3-x-3 writing process is most accurate? a. Experienced writers usually spend the most time on the third phase of the writing process. b. The steps of the writing process must always be followed in order. c. The 3-x-3 writing process is useful only for longer, more complex documents. d. The writer decides whether a document achieves its purpose in the first phase of the writing process.

89. Which of the following statements about anticipating and profiling your audience is most accurate? a. If you don't actually know your readers, it is impossible to picture what they are like. b. Because postings to sites like Facebook and Twitter are so brief and informal, there is no need to anticipate your audience. c. You will adjust your tone, style, and content to accommodate the expectations and needs of your audience. d. You should profile your primary audience only.

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Chap 04_10e 90. The process of communication is successful only when ________. a. the richest form of communication is used b. the message is written for continued reference c. the sender receives positive feedback d. the receiver understands an idea as the sender intended it Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: The three phases of the 3-x-3 writing process include ___________, writing, and revising.

92. Fill in the blank in the following sentence: Business writers should spend most of their time ________ , which is the third phase of the writing process.

93. Fill in the blank in the following sentence: The medium over which a message is transmitted, such as e-mail, phone, spoken word, or social media, is called the ________.

94. Fill in the blank in the following sentence: Business writing should be purposeful, economical, and ___________ oriented.

95. Fill in the blank in the following sentence: The two Cs key to effective business writing are _______ and clarity.

96. Fill in the blank in the following sentence: Communication is the transmission of information and ________ from a sender to a receiver.

97. Fill in the blank in the following sentence: A recipient of an e-mail you send forwards it to her supervisor. The supervisor would be considered a ________ audience.

98. Fill in the blank in the following sentence: The verbal and nonverbal responses of the receiver create ________ , which helps the sender know that the message was received and understood.

99. Fill in the blank in the following sentence: The primary purposes of most business messages are to inform and to ________ .

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Chap 04_10e 100. Fill in the blank in the following sentence: ________ describes technical or specialized terms used within a particular field such as insurance, law, or medicine.

101. Fill in the blank in the following sentence: Bypassing, one type of communication barrier, happens because meanings are actually in _______ rather than in words.

102. Fill in the blank in the following sentence: They hired a female doctor to administer flu shots is an example of a sentence that shows gender ________.

103. Fill in the blank in the following sentence: A secondary purpose of business messages is to promote ________ so that you and your organization look good in the eyes of your audience.

104. Fill in the blank in the following sentence: You will be pleased to know that your application has been approved, which emphasizes second-person pronouns, is an example of the ________ view.

105. Fill in the blank in the following sentence: During the analyzing part of the prewriting phase, you must first determine the ________ of your message.

106. Fill in the blank in the following sentence: Translating a message from its symbol form into meaning involves ________.

107. Fill in the blank in the following sentence: Putting yourself in your reader's shoes is called ________ .

108. Fill in the blank in the following sentence: ________ -written documents and presentations are standard in most organizations because collaboration has many advantages.

109. Fill in the blank in the following sentence: Slack, Google docs, and Dropbox are examples of digital ________ tools used to complete team writing tasks.

110. Fill in the blank in the following sentence: The process of converting an idea into words or gestures that will convey meaning is called ________ .

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Chap 04_10e 111. Describe four significant interpersonal barriers to communication and explain how they can be overcome.

112. Provide three advantages to producing documents collaboratively (vs. individually) and discuss what happens in each of the three phases of team writing.

113. List the three steps of the 3-x-3 writing process and briefly describe what occurs during each phase.

114. Discuss five of the writing techniques recommended for adapting a message to your audience and provide an example of each.

115. Identify five factors to consider when selecting the channel for a message. Also discuss media richness and the role it plays in choosing a channel.

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Chap 04_10e Answer Key 1. True 2. False 3. False 4. True 5. False 6. True 7. True 8. True 9. False 10. False 11. True 12. False 13. False 14. False 15. False 16. False 17. True 18. False 19. False 20. True 21. True 22. False 23. True 24. False 25. False 26. True

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Chap 04_10e 27. False 28. True 29. False 30. True 31. b 32. a 33. c 34. c 35. a 36. c 37. d 38. c 39. d 40. a 41. a 42. a 43. c 44. d 45. c 46. b 47. a 48. d 49. d 50. b 51. a 52. b 53. c 54. d Copyright Cengage Learning. Powered by Cognero.

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Chap 04_10e 55. a 56. d 57. b 58. d 59. d 60. d 61. b 62. d 63. c 64. b 65. b 66. b 67. c 68. d 69. c 70. b 71. d 72. c 73. c 74. c 75. c 76. a 77. a 78. b 79. c 80. b 81. c 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 04_10e 83. b 84. d 85. b 86. c 87. a 88. a 89. c 90. d 91. prewriting 92. revising 93. channel 94. audience 95. conciseness 96. meaning 97. secondary 98. feedback 99. persuade 100. Jargon 101. people 102. bias 103. goodwill 104. you 105. purpose 106. decoding 107. empathy 108. Team 109. collaboration 110. encoding

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Chap 04_10e 111. Student answers will vary but should address the following.

Four interpersonal barriers to communication are: Bypassing: Bypassing occurs when people assign differing meanings to words. Bypassing can lead to major miscommunication when communicators assume that meanings are contained in words. Actually, meanings are in the minds of people.

Differing frames of reference: Everyone has a unique frame of reference that is formed by experiences, education, culture, expectations, personality, and many other elements. As a result, individuals bring their own biases and expectations to any communication situation.

Lack of language skill: Each individual needs an adequate vocabulary, a command of basic punctuation and grammar, and skill in written and oral expression. Moreover, poor listening skills can prevent us from hearing oral messages clearly and thus responding properly.

Distractions: Emotional interference and physical distractions can be barriers to communication. To reduce the influence of emotions on communication, both senders and receivers should focus on the content of the message and try to remain objective. Physical distractions such as faulty acoustics, noisy surroundings, or a poor cell phone connection can disrupt oral communication. Similarly, sloppy appearance, poor printing, careless formatting, and typographical or spelling errors can disrupt written messages.

These barriers can be overcome in the following ways: Recognize that the entire communication process is susceptible to breakdown. Anticipate problems in encoding, transmitting, and decoding a message.

Focus on the receiver's environment and frame of reference.

Arrange ideas logically and use words precisely.

Question your own preconceptions; continually examine your personal assumptions, biases, and prejudices.

Create an environment for useful feedback.

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Chap 04_10e 112. Student answers will vary but should include the following.

(1) Collaboration usually produces a better written product because many heads are better than one.

(2) In addition, team members and organizations benefit from team processes. Working together helps socialize members. They learn more about the organization’s values and procedures. They are able to break down functional barriers, and they improve both formal and informal chains of communication.

(3) Additionally, they buy in to a project when they are part of its development. Members of effective teams are usually eager to implement their recommendations.

In Phase 1 of the writing process, teams work together closely as they discuss the project and establish their purpose.

In Phase 2 members generally work separately when they conduct research, organize their findings, and compose a first draft.

In Phase 3, some teams work together to synthesize their drafts and offer suggestions for revision. Other teams appoint one person to proofread and edit and another to prepare the final document.

113. Student answers will vary.

Phase 1 (Prewriting): The first phase of the writing process prepares you to write. It involves analyzing the audience and your purpose for writing. Prewriting also involves anticipating how your audience will react to your message. Finally, this phase involves adapting your message to the audience so that you can choose the right words to meet your goals.

Phase 2 (Drafting): During Phase 2 of the writing process, the business writer will conduct necessary research, decide on an organizational format, and write the rough draft.

Phase 3 (Revising): The third phase of the process involves editing, proofreading, and evaluating your message. After writing the first draft, you will spend considerable time editing the message for clarity, conciseness, tone, and readability. Could parts of it be rearranged to make your point more effectively? This is the time when you look for ways to improve the organization and tone of your message. Next, you will spend time proofreading carefully to ensure correct spelling, grammar, punctuation, and format. The final phase involves evaluating your message to decide whether it accomplishes your goal.

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Chap 04_10e 114. Student answers will vary but should include five of the following techniques and corresponding examples.

Spotlighting Audience Benefits Developing the "You" View Sounding Conversational but Professional Being Positive Rather Than Negative Expressing Courtesy Employing Bias-Free Language Preferring Plain Language and Familiar Words Using Precise, Vigorous Words

115. Student answers will vary but should include five of the following factors and awareness of media richness: Available technology Importance of the message Amount and speed of feedback and interactivity required Necessity of a permanent record Cost of the channel Degree of formality desired Confidentiality and sensitivity of the message Receiver's preference and level of technical expertise The richness of a channel involves the extent to which a channel or medium recreates or represents all the information available in the original message. A richer medium, such as a face-to-face conversation or live video chat, permits more interactivity and feedback. A leaner medium, such as a letter or an e-mail, presents a flat, one-dimensional message.

Richer media enable the sender to provide more verbal and visual cues as well as to tailor the message to the audience.

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Chap 05_10e Indicate whether the statement is true or false.

1. Madeline is writing an e-mail message to ask about conference facility availability and rates. She should use the direct pattern. a. True b. False 2. A comma splice results when a sentence with two independent clauses is fused together without a conjunction or semicolon. a. True b. False 3. Placing the main idea first or last in a sentence is a good way to emphasize the idea. a. True b. False 4. Organizing a message effectively involves grouping ideas to show relationships. a. True b. False 5. One advantage of the indirect organizational strategy is that it saves the time of readers. a. True b. False 6. The following represents a run-on sentence: Marco uses Google for his research Stephanie prefers Yahoo. a. True b. False 7. Brainstorming is best conducted without a leader or facilitator so that participants can share ideas freely. a. True b. False 8. Crowdsourcing describes the practice of requesting ideas for products or services from employees and contractors. a. True b. False 9. Talking with your boss to gather information is an example of an informal research method. a. True b. False 10. The verb phrase in the following sentence is in the active voice: Kaitlyn was accepted into an MBA program. a. True b. False

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Chap 05_10e 11. The verb in the following sentence is in the active voice: James responded to the inquiry. a. True b. False 12. Brody is writing a memo to refuse an employee's vacation request. He should use the indirect pattern. a. True b. False 13. The topic sentence of a paragraph must always appear first. a. True b. False 14. Sentences that average 8 words are most effective for business writing. a. True b. False 15. To be most attractive and readable, paragraphs in business messages should be limited to eight or fewer printed lines. a. True b. False 16. The focus of a brainstorming session should be on the quality of ideas, not the quantity. a. True b. False 17. If you have any new ideas is an example of an independent clause. a. True b. False 18. The following represents a sentence fragment: With a solid idea and careful planning. a. True b. False 19. A company invites its Facebook fans to suggest ideas for promoting positive interaction both online and in the real world. This is an example of crowdsourcing. a. True b. False 20. One question important to ask yourself in shaping a written message is What will happen if the receiver doesn't do what I ask? a. True b. False

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Chap 05_10e 21. When you are persuading or delivering bad news to your audience, the indirect paragraph plan is most effective. a. True b. False 22. The following contains a comma splice: June is our busiest month, February is our slowest. a. True b. False 23. Searching blogs, Twitter, wikis, and Facebook pages for information is an example of an informal research method. a. True b. False 24. The first ATM opened near London in 1967 is an example of an independent clause. a. True b. False 25. The first step of Phase 2 of the 3-x-3 writing process is to conduct research to collect all the needed information. a. True b. False 26. The following sentence contains a dangling modifier: Working all night, the report was finished by Robert. a. True b. False 27. During freewriting, it is important to edit each sentence before moving on to the next one. a. True b. False 28. The direct organizational pattern should be used when writing to an audience that will be unwilling, uninterested, displeased, disappointed, or hostile. a. True b. False 29. The following sentence contains parallel structure: The policy affected all vendors, suppliers, and those involved with consulting. a. True b. False 30. Mind mapping produces a visual organization chart summarizing a major event or product. a. True b. False

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Chap 05_10e Indicate the answer choice that best completes the statement or answers the question.

31. Select the sentence with the passive-voice verb. a. Michael Lewis wrote a book about the financial crisis. b. Many new grads begin their job search on LinkedIn. c. Even with little experience, Andrew applied for the position. d. The website was redesigned by a team of professionals.

32. A benefit of mind mapping is that it _______. a. generates fewer ideas than regular brainstorming so saves time b. enables managers to visualize the workflow of an entire project c. can be done only electronically d. focuses on individual ideas rather than the connections between them 33. What type of sentence fault results when a writer joins two independent clauses with a comma? a. Run-on sentence b. Comma splice c. Fragment d. Simple 34. Melanie is working on a report and has reached Phase 2 of the 3-x-3 writing process. What should she do first in this second phase? a. Write the rough draft of her report. b. Decide how to organize the report. c. Analyze her purpose and audience. d. Gather any necessary information.

35. Clauses that begin with words like although, since, because, when, and if are usually ________. a. independent b. dependent c. direct d. indirect 36. Which of the following sentences demonstrates parallelism? a. In my current position, I interact with customers, input orders, and am responsible for updating the company's Facebook page. b. Our new CEO's objectives are to improve employee morale, to boost revenues, and to enhance community relations. c. Collecting, organizing, and documentation—these are important steps in researching a problem. d. The person we hire for this position should be flexible, reliable, and have good organizational skills.

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Chap 05_10e 37. Using underline, italics, or bold font is a means of creating emphasis _______. a. stylistically b. mechanically c. verbally d. grammatically 38. Which of the following is an independent clause? a. After he signed the contract b. Of the two choices c. Please call with any questions you have d. If you have any questions 39. One of the most important tasks in preparing well-organized messages is ________. a. using a direct organizational pattern b. providing clear recommendations c. including ample tables and charts d. grouping similar ideas together 40. Taylor is writing to deny an employee's request to work from home three days a week. She should write the letter using the ________. a. direct pattern b. geographical pattern c. indirect pattern d. chronological pattern 41. Which of the following scenarios would most likely require a scientific experiment? a. A research firm wants to find out how many parents plan to send their children to private schools. b. A company wants to measure reactions to the price of a new flavored vitamin water product to learn how much consumers would be willing to pay. c. A student wants to find out how a business leader got his start in the industry. d. A development team has to decide which of four possible locations would be best for a new fast-food restaurant.

42. Which of the following is a dependent clause? a. On the 15th of this month b. Except for our main competitor c. Since the company began selling stock to the public d. Your interview went well

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Chap 05_10e 43. The direct organizational strategy is also known as _______ the main idea. a. delaying b. softening c. frontloading d. exaggerating 44. Which of the following is an informal research method? a. Searching the Web. b. Looking in the company files for information. c. Conducting a scientific experiment to gather information under controlled circumstances. d. Searching for information in peer-reviewed journals.

45. Most business messages use the ________ paragraph plan because it clarifies the subject immediately. a. dovetailing b. pivoting c. indirect d. direct 46. Peter is writing an e-mail message to his staff announcing that the new company smartphones promised to arrive on Monday will be delayed two weeks. He knows that many people will be frustrated because their current phones are outdated. Which organizational pattern should his message follow? a. Direct pattern b. Indirect pattern c. Chronological pattern d. Geographical pattern 47. Pronouns can help build continuity within a paragraph, but they often need a(n) _________ with them to make their meaning clear. a. verb b. noun c. adverb d. adjective 48. Josh knows that his co-workers will be pleased by the creation of a new leave-reporting system that will save them time. Which organizational pattern should he use in writing the message about the new system? a. indirect pattern. b. geographical pattern. c. chronological pattern. d. direct pattern.

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Chap 05_10e 49. Marcia tends to avoid traditional brainstorming with her six-person team because it usually results in one or two people monopolizing the conversation. An alternative technique she might try to generate creative ideas among the team is called ________. a. round robin b. crowdstorming c. brainwriting d. Web conferencing 50. _______ describes the practice of requesting ideas or services online from unknown crowd members rather than from traditional employees or contractors. a. Surveying b. Crowdsourcing c. Marketing d. Brainstorming 51. Franco wants to emphasize the new features of a product he is selling. What should he do? a. Use vivid words to describe the features. b. Put the most important information in the middle of his sentences. c. Use the passive voice to describe the features. d. Put the most important information in a dependent clause.

52. Which of the following statements is most accurate about sentence length? a. Comprehension increases as sentences become longer because the reader has to focus more. b. Writers should strive for a balance between longer sentences and shorter ones to avoid monotony. c. Writers should use only short sentences to allow readers to grasp ideas immediately. d. There is no relationship between sentence length and comprehension.

53. _______ is a way to generate and sort ideas emphasizing visual concepts. a. Brainstorming b. Writing c. Mind mapping d. Crowdsourcing 54. Which of the following statements about formal and informal research is most accurate? a. Long reports and complex business problems generally require some use of formal research. b. Because most of its information is not credible, the Web should not be used for research for business reports. c. Interviewing your target audience is an example of formal research. d. Scientific experiments are not applicable to business writing.

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Chap 05_10e 55. ________ expressions in paragraphs enable the reader to anticipate what's coming, reduce uncertainty, and speed comprehension. a. Sustaining b. Transitional c. Forecasting d. Introductory 56. Which of the following is a run-on sentence? a. Many companies use Facebook to connect with customers; some also use Twitter. b. Many companies use Facebook to connect with customers, and some also use Twitter. c. Many companies use Facebook to connect with customers some also use Twitter. d. Many companies use Facebook to connect with customers. Some also use Twitter.

57. Monica wants to make sure that her sentences are easily understood. How long should she make them? a. An average of 20 words b. At least 30 words c. No more than 8 words d. An average of 28 words 58. Jose is suggesting to the dean of his business school that a new course be added at his university after learning about new trends during his internship. He begins his message with reasons and supporting documentation, followed by a topic sentence stating his recommendation. He is using the ________ paragraph plan. a. indirect b. pivoting c. transitional d. direct 59. What type of sentence fault results when a writer joins two independent clauses without using a conjunction or semicolon? a. Run-on sentence b. Comma splice c. Fragment d. Simple 60. Brandon is preparing an extensive report for his boss and wants to begin by conducting formal research. What should he consider doing? a. Searching through his company’s files for background information and previous correspondence. b. Talking with his boss to get more information about the type of information his boss would like included in the report. c. Creating an informal online survey using a tool like Survey Monkey. d. Conducting a Web search for credible industry data related to the topic of the report.

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Chap 05_10e 61. Brooke is working on a business proposal for a prospective client. What is the primary question Brooke should ask as she gathers information for her project? a. How much money does the client have? b. What does the client need to know about this topic? c. Does the client have a good reputation in the community? d. How can I make myself look good in the eyes of my client?

62. Sentences are _________ when an idea at the end of one connects with an idea at the beginning of the next. a. transitioned b. fused c. dovetailed d. fragmented 63. Which of the following should be organized in a direct pattern? a. An online manual showing visitors how to download a software program b. A proposal submitted to the board of directors to add a wellness program to the company's benefits package c. An e-mail message to employees telling them that health benefits will be cut d. A letter denying a customer's claim about a defective product 64. For what purpose should the passive voice be used? a. To strengthen most business writing b. To de-emphasize bad news c. To emphasize the doer of the action d. To lengthen the message 65. Alex is working on a report and has reached Phase 2 of the 3-x-3 writing process. While collecting information, he should focus on questions that center around _______. a. himself as the sender b. the receiver(s) of the report c. his supervisor's communication preferences d. the company's financial status 66. An organizational pattern that presents the main idea followed by details, explanation, and evidence is the ________. a. indirect organizational pattern b. direct organizational pattern c. geographical organizational pattern d. chronological organizational pattern

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Chap 05_10e 67. Which sentence best emphasizes the attorney? a. The closing arguments were delivered by the attorney. b. Because the attorney is ready, she will give her closing arguments today. c. Before the trial resumed, the attorney practiced for her closing arguments. d. The attorney delivered the closing arguments.

68. Suzanne finds it difficult to begin writing an important report that her supervisor is expecting tomorrow. Which of the following would be the best advice to give her? a. Avoid writing until she knows exactly what she wants to say. b. Ask her supervisor if the next-day deadline is really necessary. c. Move to a more lively part of the office where she can overhear others' conversations and might be more inspired. d. Make a list of the main and minor points she wants to cover in the report.

69. Which of the following statements about paragraphs is most accurate? a. A paragraph is a group of sentences about one idea. b. The primary idea always appears first in a paragraph. c. Well-constructed paragraphs can discuss more than one topic. d. All of these statements are accurate.

70. Shauna is writing a document that will compare and contrast different retirement plans. She will most likely use the ________ paragraph plan. a. indirect b. pivoting c. transitional d. direct 71. Angelica has been asked to learn how many pedestrians walk by a specific location that her company is considering for a new sporting goods retail shop. Probably the most useful way to research this information would be by ________. a. manually searching resources in her public library b. searching the Web c. conducting her own primary research d. conducting a scientific experiment with controlled variables 72. Which of the following documents would most likely use an introduction/problem, facts/findings, conclusions, and recommendations organization? a. E-mail message b. Analytical report c. Proposal d. Procedural document

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Chap 05_10e 73. Which of the following is an example of a formal research method? a. Hank talks with his boss to decide what items to include on the meeting agenda. b. Amy conducts a Web search to find information about a competitor's products. c. Galen looks in the company files for copies of minutes from previous meetings. d. Emily calls a few of her colleagues to learn how they feel about carpooling.

74. Chuck is part of a team identifying ideas to cut expenses. The team has decided to hold a brainstorming session.

Which of the following strategies would likely produce the best results? a. Discourage wild thinking; all ideas generated should be rational and feasible. b. Critique and evaluate each idea as it is presented during the brainstorming session. c. Focus on the quantity of the ideas rather than the quality. d. To encourage the maximum number of ideas, avoid defining the problem at the beginning of a brainstorming session.

75. Which of the following is done during Phase 2 of the writing process? a. Adapting b. Proofreading c. Analyzing d. Organizing 76. Which of the following is a clause? a. On Monday b. Will be presenting c. When you were on vacation d. On our Facebook page 77. Which of the following sentences contains a comma splice? a. Miguel will write the document, but Alicia will proofread it. b. Miguel will write the document, Alicia will proofread it. c. Miguel will write the document; however, Alicia will proofread it. d. Miguel will write the document. Alicia will proofread it.

78. Using vivid words, labeling the main idea, and strategically placing the key idea in a sentence are examples of ________ ways to stress important ideas. a. stylistic b. mechanical c. grammatical d. general

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Chap 05_10e 79. In asking consumers what career its famous Barbie doll should pursue next, toymaker Mattel was using ________. a. crowdsourcing b. crowdstorming c. crowdfunding d. crowdmarketing 80. You are preparing an outline for your report on Web security in the workplace. Which of the following should be a major category for this outline? a. Spam b. Web Security Threats c. Phishing d. Adware and Spyware 81. A paragraph is coherent when _________. a. one idea logically leads to the next b. it contains fewer than ten sentences c. it avoids dovetailed sentences d. it contains more than one main idea 82. To apply for a job, a résumé must be submitted contains ________. a. an indirect modifier b. the active voice c. a dangling modifier d. a limiting clause 83. Free writing, one way to overcome writer's block, involves _______. a. thinking through ideas slowly and deliberately b. concentrating on finding the right words and perfect sentence structure before putting your ideas on paper c. getting your thoughts down quickly knowing that you will refine them later d. writing social media posts to get your ideas flowing 84. What type of sentence fault results when a writer punctuates a broken-off part of a complex sentence as if it were a complete sentence? a. Run-on sentence b. Comma splice c. Fragment d. Simple

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Chap 05_10e 85. Select the sentence with an active-voice verb. a. The sales meeting has been scheduled for Friday. b. Many companies now offer wellness programs. c. The contract must be signed by all parties. d. The applicant was contacted by the hiring manager.

86. Which of the following is a sentence fragment? a. Although we expect sales to increase next quarter. b. We expect sales to increase next quarter. c. Although we expect sales to increase next quarter, we can’t afford to hire any additional employees right now. d. We can’t afford to hire any additional employees right now.

87. For what purpose should the active voice be used? a. To strengthen most business writing b. To emphasize an action rather than a person c. To de-emphasize negative news d. To conceal the doer of the action 88. Which of the following is a compound sentence? a. If you have any questions, please e-mail me. b. Before the meeting ended, Sofia shared her new product idea; consequently, her ideas were included in the meeting minutes. c. Raymond applied for the position, and he was called for an interview two days later. d. It’s highly likely that your request for leave will be approved.

89. Elizabeth wants to avoid monotony and add spark to her business messages. What should she do? a. Include at least one compound-complex sentence per paragraph. b. Start each paragraph with a question to generate interest. c. Avoid short sentences (four to six words) because they sound choppy. d. Use a variety of sentence types.

90. When dependent clauses precede independent clauses, they always are followed by a ________. a. period b. semicolon c. comma d. colon Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: When you expect the audience to be pleased, mildly interested, or neutral, use the ________ pattern of organization.

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Chap 05_10e 92. Fill in the blank in the following sentence: Pronouns can be useful to show something under discussion is still being discussed. However, they often need a _______ to go with them to make their meaning clear.

93. Fill in the blank in the following sentence: The _______ paragraph plan enables you to build a rationale or a foundation of reasons before hitting the audience with a big idea—possibly one that is bad news.

94. Fill in the blank in the following sentence: Paragraphs should be _______, which means that ideas stick together and one idea logically leads to the next.

95. Fill in the blank in the following sentence: Accessing electronic resources, manually searching library resources, investigating primary sources, and conducting scientific experiments are all examples of ________ research methods.

96. Fill in the blank in the following sentence: Looking in company files and talking with your boss are examples of ________ research methods.

97. Fill in the blank in the following sentence: The sentence The presentation was given by Barry is in the ________ voice.

98. Fill in the blank in the following sentence: ________ involves writing out ideas rather than speaking them when generating ideas within a small group.

99. Fill in the blank in the following sentence: _______ expressions enable the receiver to anticipate what's coming, reduce uncertainty, and speed comprehension.

100. Fill in the blank in the following sentence: The second phase of the 3-x-3 writing process includes researching, organizing, and ________ .

101. Fill in the blank in the following sentence: Hard-working employees are rewarded for their efforts is an example of a(n) ________ clause.

102. Fill in the blank in the following sentence: Writing quickly so that you can get your thoughts down and refine them in later versions is known as _______ writing.

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Chap 05_10e 103. Fill in the blank in the following sentence: A comma splice results when a writer joins two ________ clauses with a comma.

104. Fill in the blank in the following sentence: Christopher will be attending a training workshop, and he hopes to learn a lot about new uses for social media is an example of a ________ sentence.

105. Fill in the blank in the following sentence: When you expect the audience to be unwilling, uninterested, displeased, disappointed, or hostile, the ________ pattern of organization is appropriate.

106. Fill in the blank in the following sentence: Because she wants to be promoted into a management position, Jessica is taking business courses at her local community college is an example of a ________ sentence.

107. Fill in the blank in the following sentence: When the contract is approved is an example of a(n) _________ clause.

108. Fill in the blank in the following sentence: ________ is a skillful writing technique that involves balanced writing. Sentences use similar structures for similar ideas so that their parts are easy to read and understand.

109. Fill in the blank in the following sentence: When generating ideas, ________ is the practice of requesting input or services online from unknown crowd members rather than from traditional employees or contractors.

110. Fill in the blank in the following sentence: In the ________ organizational pattern, the main idea comes first, followed by details, explanation, or evidence.

111. Describe the four sentence types and write an original example of each.

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Chap 05_10e 112. Explain the difference between mechanical and stylistic strategies for emphasizing important ideas in business writing. Then, (a) discuss the three stylistic options discussed in the chapter for placing the main idea to ensure that it is emphasized and (b) provide an example of each.

113. Compare and contrast the direct and indirect patterns of organization. What are the benefits of each pattern?

When would each pattern be used in business writing?

114. Compare and contrast the three classic paragraph plans discussed in your book. When would each be used?

115. Describe the differences between brainstorming, mind mapping, and crowdsourcing for generating ideas and solving problems and identify a benefit of each.

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Chap 05_10e Answer Key 1. True 2. False 3. True 4. True 5. False 6. True 7. False 8. False 9. True 10. False 11. True 12. True 13. False 14. False 15. True 16. False 17. False 18. True 19. True 20. True 21. True 22. True 23. False 24. True 25. True 26. False

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Chap 05_10e 27. False 28. False 29. False 30. True 31. d 32. b 33. b 34. d 35. b 36. b 37. b 38. c 39. d 40. c 41. b 42. c 43. c 44. b 45. d 46. b 47. b 48. d 49. c 50. b 51. a 52. b 53. c 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 05_10e 55. b 56. c 57. a 58. a 59. a 60. d 61. b 62. c 63. a 64. b 65. b 66. b 67. d 68. d 69. a 70. b 71. c 72. b 73. b 74. c 75. d 76. c 77. b 78. a 79. a 80. b 81. a 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 05_10e 83. c 84. c 85. b 86. a 87. a 88. c 89. d 90. c 91. direct 92. noun 93. indirect 94. coherent 95. formal 96. informal 97. passive 98. Brainwriting 99. Transitional 100. drafting 101. independent 102. free 103. independent 104. compound 105. indirect 106. complex 107. dependent 108. Parallelism 109. crowdsourcing 110. direct

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Chap 05_10e 111. Student answers will vary and an original example should be given for each sentence type: Simple sentence: Contains one complete thought (an independent clause) with a subject and predicate verb.

Compound sentence: Contains two complete but related thoughts. May be joined by (a) a conjunction such as "and," "but," or "or"; (b) a semicolon; or (c) a conjunctive adverb such as "however," "consequently," and "therefore."

Complex sentence: Contains an independent clause (a complete thought) and a dependent clause (a thought that cannot stand by itself). Dependent clauses are often introduced by words such as "although," "since," "because," "when," and "if." When dependent clauses precede independent clauses, they always are followed by a comma.

Compound-complex sentence: Contains at least two independent clauses and one dependent clause.

112. Student answers will vary.

You can stress prominent ideas mechanically by underscoring, italicizing, or boldfacing text. You can stress ideas stylistically by using vivid words, labeling the main idea, and placing the main idea strategically within the sentence.

The three placement options include placing the main idea: (a) in the first or last sentence, (b) in a simple sentence or in an independent clause, and (c) as the subject of the sentence. Students examples of each will vary.

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Chap 05_10e 113. Student answers will vary.

Two organizational patterns provide plans of action for typical business messages: the direct pattern and the indirect pattern. The primary difference between the two patterns is where the main idea is placed. In the direct pattern, the main idea comes first, followed by details, explanation, or evidence. In the indirect pattern, the main idea follows the details, explanation, and evidence. The pattern you select is determined by how you expect the audience to react to the message.

When you expect the reader to be pleased, mildly interested, or, at worst, neutral, use the direct pattern. Typical business messages that follow the direct pattern include routine requests and responses, orders and acknowledgments, nonsensitive memos, e-mail messages, informational reports, and informational oral presentations.

This direct pattern has at least three advantages: Saves the reader's time. Many of today's businesspeople can devote only a few moments to each message. Messages that take too long to get to the point may lose their readers along the way.

Sets a proper frame of mind. Learning the purpose up front helps the reader put the subsequent details and explanations in perspective. Without a clear opening, the reader may be thinking, "Why am I being told this?"

Reduces frustration. Readers forced to struggle through excessive verbiage before reaching the main idea become frustrated. They resent the writer. Poorly organized messages create a negative impression of the writer.

When you expect the audience to be uninterested, unwilling, displeased, or perhaps even hostile, the indirect pattern is more appropriate. This approach works well with three kinds of messages: (1) bad news, (2) ideas that require persuasion, and (3) sensitive news, especially when being transmitted to superiors. Typical business messages that could be developed indirectly include letters and memos that refuse requests, deny claims, and disapprove credit.

Persuasive requests, sales letters, sensitive messages, and some reports and oral presentations also benefit from the indirect strategy.

The indirect pattern has three advantages: Respects the feelings of the audience. Bad news is always painful, but the trauma can be lessened when the receiver is prepared for it.

Facilitates a fair hearing. Messages that may upset the reader are more likely to be read when the main idea is delayed. Beginning immediately with a piece of bad news or a persuasive request may cause the receiver to stop reading or listening.

Minimizes a negative reaction. A reader's overall reaction to a negative message is generally improved if the news is delivered gently.

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Chap 05_10e 114. Student answers will vary.

Direct Plan: Paragraphs arranged in the direct plan begin with the main sentence, followed by supporting sentences.

Most business messages use this paragraph plan because it clarifies the subject immediately. This plan is useful whenever you must define (a new product or procedure), classify (parts of a whole), illustrate (an idea), or describe (a process). Simply start with the main sentence; then strengthen and amplify that idea with supporting ideas.

Pivoting Plan: Paragraphs arranged in the pivoting plan start with a limiting sentence that offers a contrasting or negative idea before delivering the main sentence. The pivoting plan is especially useful for comparing and contrasting ideas. In using the pivoting plan, be sure you emphasize the turn in direction with an obvious "but" or "however."

Indirect Plan: Paragraphs arranged in the indirect plan start with the supporting sentences and conclude with the main sentence. This useful plan enables you to build a rationale, a foundation of reasons, before hitting the audience with a big ideapossibly one that is bad news. It enables you to explain your reasons and then, in the final sentence, draw a conclusion from them. This indirect plan works well for describing causes followed by an effect.

115. Student answers should address the key elements below: Brainstorming can be defined as the spontaneous contribution of ideas from members of a group. The process usually begins with a leader who defines the problem to be solved. That person acts as facilitator. Some groups set a goal of 100 or more ideas. It makes no difference whether the ideas are reasonable, feasible, or silly. The goal is to lay opinions aside and think freely.

Benefit: Because the emphasis in brainstorming is on quantity rather than quality, participants are free to express their thoughts without the fear of being judged.

Mind mapping emphasizes visual concepts, beginning with a single concept drawn as an image in the center of a blank page. Associated words and images branch out treelike showing the relationship between the ideas and the central concept.

Benefit: Mind mapping has rapidly morphed into a mass of tools enabling managers to visualize the workflow of an entire project.

Crowdsourcing describes the practice of requesting ideas or services online from unknown crowd members rather than from traditional employees or contractors.

Benefit: Crowdsourcing has become an appealing and inexpensive method to build brand awareness as well to solve problems.

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Chap 06_10e Indicate whether the statement is true or false.

1. Allan is writing instructions for filing an employee grievance. He should use a numbered list because the order of steps in the process is important. a. True b. False 2. The following sentence is effectively phrased to express the importance of the message: It is absolutely essential that you turn your expense claim in by Friday. a. True b. False 3. One way of controlling your enthusiasm in business writing is to avoid overusing intensifiers such as very, definitely, and actually. a. True b. False 4. This is to inform you that is an effective way to begin a message because it speaks directly to the reader. a. True b. False 5. Bulleted lists are most effective for items representing a sequence or chronology. a. True b. False 6. The phrase create a reduction in costs contains an example of a buried verb. a. True b. False 7. Congratulating yourself when you find an error in your writing before sending the message can help you proofread more effectively. a. True b. False 8. Zombie nouns often end in -ion, -ment, and -ance and are useful tools for making messages clear and powerful. a. True b. False 9. There are, there is, and it is are examples of unnecessary opening fillers. a. True b. False 10. In business writing, you should focus on impressing rather than expressing. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 06_10e 11. Common expressions known as clichés are effective in business writing because they are universally understood and conversational. a. True b. False 12. In view of the fact that is considered a vague expression. a. True b. False 13. Ragged right margins (without alignment or justification) provide more white space and improve readability. a. True b. False 14. If proofreading on a computer screen, it is best to focus on one line at a time by using the down arrow. a. True b. False 15. Headings are appropriate only in messages that will be submitted as hard copies, such as reports or letters.

They should not be used in electronic messages. a. True b. False 16. Since e-mailing, tweeting, and other forms of digital messaging allow for speedier communication, editing short workplace messages is unnecessary and even counterproductive. a. True b. False 17. Routine documents and complex documents can be effectively proofread using the same method. a. True b. False 18. Serif typefaces are widely used for signs, headings, and material that does not require continuous reading. a. True b. False 19. The following sentence is an example of effective business writing: As per your request, further instructions will be sent to you under separate cover. a. True b. False 20. The following sentence is an example of effective business writing because the message requires formality: This e-mail message is to inform you that we have received your employment application. a. True b. False

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Chap 06_10e 21. One way to achieve clarity is to use passive-voice verbs in your messages. a. True b. False 22. Some experts recommend spending about half of the total writing time on the editing, proofreading, and evaluating phase. a. True b. False 23. Add end punctuation to a numbered or bulleted list only if the items in the list are complete sentences. a. True b. False 24. If you send tweets, you are a microblogger. a. True b. False 25. It is best to proofread complex documents immediately after finishing them while the content is still fresh in your mind. a. True b. False 26. It is safer to proofread on your computer screen than to proofread from a printed copy because you will catch more errors. a. True b. False 27. Editing and proofreading are interchangeable terms for correcting a message's grammar, spelling, punctuation, format, and mechanics. a. True b. False 28. Encouraging the receiver to respond to your message is an effective way to judge the success of your communication. a. True b. False 29. Underlining, bolding, or italicizing are effective ways to call attention to important points and terms. a. True b. False 30. Slang and buzzwords in business writing can make you sound unprofessional. a. True b. False

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Chap 06_10e Indicate the answer choice that best completes the statement or answers the question.

31. In making sure that subjects agree with their verbs in your message, you are checking for ________. a. spelling b. grammar c. tone d. format 32. In the following example, Personalized Service is functioning as a(n) _______.

Personalized Service: We will drive you back home and pick you up when your car is ready. a. appendix b. category heading c. greeting d. placeholder 33. Which of the following media involve microblogging? a. E-mail b. Instant messaging c. Facebook d. Text messaging 34. Alexis must proofread a complex business document. She should _______. a. proofread the document on her computer screen since the document will be submitted electronically b. anticipate that she will find errors c. read the document immediately after finishing the first draft d. read quickly to focus on main ideas rather than individual words 35. Which of the following is the best example of business writing? a. It would be advantageous for you to enlighten your employees regarding the company's new social media policy. b. Please tell your employees about the company's new social media policy. c. You are hereby advised to inform your employees about the new social media policy that has been adopted by the company. d. The individual referenced above must inform all subordinates in regard to the company's new social media policy.

36. Confirming your use of affect vs. effect when proofreading is an example of checking for ________. a. spelling b. grammar c. tone d. format

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Chap 06_10e 37. Nouns ending in -tion, -ment, and -ance are sometimes called ________ nouns because they can suck the life out of active verbs. a. slang b. zombie c. dead d. buried 38. Which of the following about using Twitter for business writing is accurate? a. Tweets should include long words to increase description and comprehension. b. You should avoid personalizing tweets so that you can remain anonymous. c. Conventional spelling, grammar, and punctuation are unimportant because tweets are usually informal. d. Tweets should include only main ideas related to useful information.

39. Which of the following statements is most accurate about Phase 3 of the writing process? a. In this final phase, you should focus only on sentence-level editing. b. To save time, you should not focus on revising short messages. c. You should plan to spend about half of the total time on a message in the revision phase. d. Effective writers aim for a perfect message on the first try.

40. Which of the following sentences avoids a cliché? a. First and foremost, I would like to thank you for attending. b. We need to think outside the box in creating new products. c. His presentation was well received by the board of trustees. d. Meeting that early deadline is easier said than done.

41. Which of the following sentences avoids the use of trite business phrases? a. The application will be sent under separate cover. b. Enclosed please find a coupon to use during your next visit. c. We have received your loan application. d. Please do not hesitate to call me if you have questions.

42. The best way to evaluate your finished written message is by ________. a. determining the readability level b. running it through a grammar/style checker program c. receiving feedback d. asking someone to proofread it for you 43. Khalida is sending an e-mail message to a client. Before sending it, she wants to make sure that she has made her point in the fewest possible words. What is Khalida checking for? a. Conciseness b. Format c. Clarity d. Vigor Copyright Cengage Learning. Powered by Cognero.

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Chap 06_10e 44. Posting a short message on social media reviewing a product you have purchased is an example of _______. a. evaluating a message b. microblogging c. front loading d. advertising 45. During Phase 3 of the 3-x-3 writing process, Jamar is correcting his document’s grammar, spelling, punctuation, format, and mechanics. What is Jamar doing? a. Proofreading b. Evaluating c. Editing d. Anticipating 46. Which of the following represents the best business writing? a. This e-mail message is to inform you that the CEO will be visiting our branch tomorrow. b. The CEO will be visiting our branch tomorrow. c. You should be aware that the CEO will be visiting our branch tomorrow. d. The CEO will be visiting our branch tomorrow for a period of three hours.

47. As per your request, enclosed please find, and thank you in advance are all examples of ________. a. long lead-ins b. redundancies c. trite business phrases d. professional business phrases 48. What is the most accurate statement about slang and buzzwords? a. If you want to sound professional, avoid using slangy expressions and buzzwords in your writing. b. Buzzwords are informal words with arbitrary and extravagantly changed meanings that quickly go out of fashion. c. Buzzwords are technical terms that are meant to express rather than impress. d. Slang and buzzwords will help your writing sound hip and current.

49. A message has high skim value when it __________. a. can be browsed quickly for main ideas b. is one paragraph long c. is submitted on paper rather than e-mail d. has no grammatical or mechanical errors 50. Bold, italics, and underlining are examples of ________. a. typefaces b. flags c. fonts d. headings Copyright Cengage Learning. Powered by Cognero.

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Chap 06_10e 51. Which of the following statements is most accurate about clichés and slang in business writing? a. They can add clarity to your writing. b. Using them frequently can help you keep your writing fresh and trendy. c. Avoiding them can help you maintain professionalism. d. They are universally understood.

52. In asking herself Does this message achieve my purpose?, Nicole is in the ________ stage of the writing process. a. proofreading b. composing c. evaluating d. submitting 53. One way to evaluate a message effectively is to think of your writing as taking the place of ________. a. a telephone call b. your resumé c. a social media post d. a personal appearance 54. "Light" proofreading of routine messages should include ________. a. looking for typos and misspellings b. focusing only on main ideas c. waiting at least a day to proofread before sending d. asking a coworker for feedback 55. Which of the following sentences does not contain any buried verbs? a. The health care industry is dependent on a highly trained staff. b. The task force reached a conclusion that the company should go public. c. In some parts of the world, business is not conducted over meals. d. We have made plans to create a reduction in our operating expenses.

56. To make your business messages more readable, you can do which of the following? a. Add footnotes. b. Incorporate numbered and bulleted lists. c. Include a bibliography at the end. d. Eliminate white space.

57. Which of the following sentences avoids slang or buzzwords? a. I can’t believe that I totally bombed my presentation. b. We need to work hard to meet the deadline. c. We hope to incentivize our employees to work hard to meet the project deadline. d. I hope we don’t get burned, but we really need this paradigm shift.

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Chap 06_10e 58. Phase 3 of the 3-x-3 writing process begins with doing which of the following? a. Evaluating your document to determine whether it achieves its purpose b. Deciding how to organize the message c. Composing the first draft d. Editing the message to improve content and sentence structure 59. When it arrived, I cashed your check immediately is an example of ________. a. effective business writing b. reader orientation c. a long lead-in d. saying the obvious 60. Which of the following is a goal of business writing? a. To impress your reader b. To keep your writing short and simple c. To use industry buzz words d. To perfect a message in the first draft 61. Breaking up long paragraphs into shorter chunks is a way to increase ________. a. alignment b. word count c. white space d. correctness 62. _______ expressions, such as despite the fact that, can often be shortened to one word. a. Trite b. Slang c. Lead-in d. Vague 63. To vs. too and then vs. than are examples of ________. a. formatting errors b. easily confused words c. typos d. clichés 64. Which of the following sentences best demonstrates clarity? a. Every effort should be made to notify each and every employee without delay of next week's gathering. b. First and foremost, it is imperative that all employees be notified of next week's assembly. c. It is the duty of all supervisors to inform their subordinates of next week's congregation. d. Please let your employees know about next Friday's meeting.

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Chap 06_10e 65. During Phase 3 of the 3-x-3 writing process, Donalyn is analyzing her message to make sure it will achieve its purpose. What is Donalyn doing? a. Proofreading b. Evaluating c. Editing d. Anticipating 66. What is the most accurate statement about proofreading and message errors? a. Documents with errors do not affect your credibility or the success of your organization. b. You should proofread your document continuously while writing it. c. Checking format is not part of the proofreading stage. d. It can be difficult to catch our own errors because most of us read what we thought we wrote.

67. Concise writing significantly affects organizations because time equals ________. a. business b. money c. success d. customers 68. Basic fundamentals, exactly identical, and repeat again are all examples of ________. a. redundancies b. vague expressions c. long lead-ins d. opening fillers 69. Proofreading your own writing is especially difficult because you are likely to _______. a. find your own content uninteresting b. rely on readers to find errors for you c. believe that correctness is unimportant d. see what you thought you wrote 70. Which of the following phrases is free of redundancies? a. Essential items b. Big in size c. Combined together d. New beginning 71. Some experts recommend devoting about ________ of the total writing time to the third phase of the writing process. a. 10 percent b. 30 percent c. 50 percent d. 75 percent Copyright Cengage Learning. Powered by Cognero.

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Chap 06_10e 72. Lawrence is evaluating a report that he will be submitting to his supervisor. Which of the following questions should he ask himself at this stage? a. Does the message need to be written? b. Will the report lead to a promotion? c. Are the spelling, grammar, and punctuation correct? d. How can the report be improved?

73. Which of the following sentences best controls exuberance? a. We totally understand that you really didn't mean to actually seem arrogant during the interview. b. Our customers are extremely pleased with our really excellent customer service. c. We are happy to learn that your banquet room is available on December 15. d. We definitely think that the company could actually reduce turnover by offering new benefits.

74. Editing is the process of ________. a. correcting the grammar, spelling, punctuation, format, and mechanics of your message b. finding and correcting errors in documents seeking to persuade c. improving the content and sentence structure of your message d. improving text messages and tweets 75. Vanessa has written a marketing report for her boss. Before presenting it, she wants to make sure that the report does not contain too many words like extremely, totally, and very. She wants to sound emphatic but businesslike. What is Vanessa checking for? a. Conciseness b. Redundancy c. Clichés d. Intensifiers 76. Serif typefaces ________. a. include Arial and Calibri b. are known as "cleaner" because they lack small features at the ends of strokes c. are widely used for headings and signs d. make writing seem more accessible because readers are familiar with them 77. Sans serif typefaces ________. a. are often preferred by Web designers for simple, pure pages b. have small features at the ends of strokes c. suggest tradition, maturity, and formality d. are frequently used for body text in business messages and longer documents

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Chap 06_10e 78. One important part of the revising process is to focus on ________ to make sure that your message will be immediately understood by the reader. a. clarity b. conciseness c. mechanics d. punctuation 79. The sentence I am writing this e-mail message to let you know that we have received your application for the receptionist position contains a ________. a. redundancy b. long lead-in c. buried verb d. spelling error 80. Which of the following statements about numbered and bulleted lists is most accurate? a. Use a bulleted list when the sequence of items is important. b. In a numbered or bulleted list, capitalize the first word only if the listed item is a complete sentence. c. Make the items in a numbered or bulleted list parallel. d. Add end punctuation to all items in a numbered or bulleted list.

81. Effectively editing, proofreading, and evaluating your writing demands objectivity and a willingness to ________. a. print every message b. cut words and sentences c. wait at least two days between drafting and sending a message d. concentrate on ideas rather than words or individual sentences 82. Leanne decides to tweet a product review rather than to send an e-mail to the company. She should be especially concerned with _______. a. front loading the main idea b. achieving conciseness c. using longer, descriptive words d. formatting for skim value 83. The sentence There are five new items that we will add to our menu next week could be made more concise by eliminating a(n) ________. a. redundancy b. vague expression c. opening filler d. long lead-in

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Chap 06_10e 84. Blake has just written an e-mail message to his colleagues. Before sending it, he wants to make sure that it has high skim value. In doing so, he is checking ________. a. conciseness b. format c. clarity d. punctuation 85. The vague expression in view of the fact that could be replaced by which of the following words? a. later b. although c. presently d. because 86. Which of the following represents the best business writing? a. We will perform an analysis of the data. b. Enclosed are three samples of our fabric. c. We totally agree that his proposal did not actually seem very feasible. d. Once you sign the document, we'll be good to go.

87. Conduct a discussion of, give consideration to, and perform an analysis of are all examples of ________. a. verbs that have been converted to nouns b. long lead-ins c. trite business phrases d. redundancies 88. Fully justified text (when lines of text align on both the left and right) ________. a. requires margins of 1 to 1.5 inches b. is preferred for business documents because it increases white space and readability c. results in awkward and uneven spaces between words d. is easier to skim 89. Study the following sentence: Social media have created an enormous paradigm shift in what types of stories are considered “breaking news.” This sentence would be improved by eliminating a(n) ________. a. buzzword b. vague expression c. redundancy d. opening filler

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Chap 06_10e 90. You have created a bulleted list showing features that you are including on your company’s Facebook page.

Which of the following items is not parallel with the others? a. Links to important pages on our company’s website b. Photos showing customers using our products c. We will hold a weekly prize giveaway d. Information about upcoming events Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: In ensuring that your document looks balanced on the page and that paragraphs are consistently indented or block style, you are proofreading for _______.

92. Fill in the blank in the following sentence: The best way to evaluate the success of your communication is through ________, which can be achieved by encouraging the receiver to respond to your message.

93. Fill in the blank in the following sentence: ________ business phrases use stale, unoriginal expressions such as pursuant to your request, in receipt of, and under separate cover.

94. Fill in the blank in the following sentence: The KISS formula refers to Keep It Short and ________.

95. Fill in the blank in the following sentence: ________ is composed of informal words with arbitrary and extravagantly changed meanings, such as snarky or getting burned. These words quickly go out of fashion because they are no longer appealing when everyone begins to understand them.

96. Fill in the blank in the following sentence: Empty space on a page is called ________ space, which can improve readability.

97. Fill in the blank in the following sentence: ________ such as exception to the rule and pass with flying colors are expressions that have become exhausted by overuse and can be difficult to explain, especially to those who are new to our culture.

98. Fill in the blank in the following sentence: Numbered or bulleted lists provide high ________ value, allowing readers to browse quickly and grasp main ideas.

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Chap 06_10e 99. Fill in the blank in the following sentence: ________ refers to phrasing all the lines in a list consistently, such as starting each with a verb.

100. Fill in the blank in the following sentence: Introductory phrases such as This is to inform you that and I am sending this e-mail message to let you know that are examples of long ________.

101. Fill in the blank in the following sentence: ________ consists of short messages exchanged on social media networks such as Twitter, Facebook, and Tumblr.

102. Fill in the blank in the following sentence: ________ are technical expressions that have become fashionable and often are meant to impress rather than express. These empty words include such expressions as optimize, incentivize, right-size, and paradigm shift.

103. Fill in the blank in the following sentence: You can control your exuberance in business message by avoiding the overuse of ________ such as really, very, definitely, quite, completely, extremely, actually, and totally.

104. Fill in the blank in the following sentence: A ________ verb is one that is needlessly converted to a wordy noun expression, such as She gave consideration to the proposal.

105. Fill in the blank in the following sentence: ________ is the process of analyzing whether your message achieves its purpose.

106. Fill in the blank in the following sentence: _________ expressions repeat meaning and include unnecessary words.

107. Fill in the blank in the following sentence: Editing means improving the _______ and sentence structure of your message.

108. Fill in the blank in the following sentence: ________ expressions such as at this point in time and due to the fact that are wordy phrases that may be better expressed in single words.

109. Fill in the blank in the following sentence: Sentence beginnings such as there is, there are, and it is are examples of unnecessary ________.

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Chap 06_10e 110. Fill in the blank in the following sentence: ________ a document involves correcting its grammar, spelling, punctuation, format, and mechanics.

111. Explain the importance of conciseness in business writing and microblogging. Then describe three techniques you can use to make your writing concise. Give a before-and-after example of each technique.

112. Describe three design techniques that you can use to make your documents more visually inviting to the reader, and explain how these techniques improve readability.

113. A major revision task involves assessing the clarity of your message to ensure that it is easily understood.

Describe three techniques that can add clarity to your writing.

114. You are preparing a complex business proposal to submit to your company's board of directors. In addition to spelling, list four areas that you should check closely for problems. Then, describe five techniques you will use to proofread this complex document.

115. Explain the importance of revising documents and messages even in an era that seems to favor fast communication. Then, describe each of the steps in the final phase of the 3-x-3 writing process.

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Chap 06_10e Answer Key 1. True 2. False 3. True 4. False 5. False 6. True 7. True 8. False 9. True 10. False 11. False 12. True 13. True 14. True 15. False 16. False 17. False 18. False 19. False 20. False 21. False 22. True 23. True 24. True 25. False 26. False

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Chap 06_10e 27. False 28. True 29. True 30. True 31. b 32. b 33. c 34. b 35. b 36. a 37. b 38. d 39. c 40. c 41. c 42. c 43. a 44. b 45. a 46. b 47. c 48. a 49. a 50. c 51. c 52. c 53. d 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 06_10e 55. c 56. b 57. b 58. d 59. d 60. b 61. c 62. d 63. b 64. d 65. b 66. d 67. b 68. a 69. d 70. a 71. c 72. d 73. c 74. c 75. d 76. d 77. a 78. a 79. b 80. c 81. b 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 06_10e 83. c 84. b 85. d 86. b 87. a 88. c 89. a 90. c 91. format 92. feedback 93. Trite 94. Simple 95. Slang 96. white 97. Clichés 98. skim 99. Parallelism 100. lead-ins 101. Microblogging 102. Buzzwords 103. intensifiers 104. buried 105. Evaluating 106. redundant 107. content 108. Vague 109. fillers 110. Proofreading

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Chap 06_10e 111. Student answers will vary.

Conciseness involves making your point in the fewest possible words. Messages without vague expressions, long lead-ins, fillers, redundancies, and empty words are easier to comprehend and more emphatic because main points stand out.

Efficient messages also save the reader valuable time, which, in turn, saves money. Many busy executives today won't read wordy reports; therefore, concise messages are much more likely to be read. Conciseness is especially important in microblogging, which consists of short messages exchanged on social media networks. Twitter, for example, limits each post (“tweet”) to 140 characters, including spaces, punctuation, and links.

Techniques to achieve conciseness (students should a before-and-after example of each): Reduce vague expressions such as at this point in time, despite the fact that, and until such time as.

Delete long lead-ins such as I am writing this e-mail message to inform you that.

Avoid unnecessary opening fillers such asthere are, there is, and it is.

Eliminate redundancies such asabsolutely essential, exactly identical, and new beginning.

Purge empty words such as in the case of and in the instance of.

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Chap 06_10e 112. Student answers will vary.

Techniques to improve a document's readability: Employ white space: Empty space on a page is called white space. A page crammed full of text or graphics appears busy, cluttered, and unreadable.

Understand margin and text alignment: Margins determine the white space on the left, right, top, and bottom of a block of text. They define the reading area and provide important visual relief. Business letters and memos usually have side margins of 1 to 1 1/2 inches.

Most business documents have ragged right margins, that is, without alignment or justification. Ragged right margins provide more white space and improve readability.

Choose appropriate typefaces: A typeface defines the shape of text characters, and a wide range of typefaces is available for various purposes. For most business documents, use serif or san serif typefaces, and generally use no more than two typefaces in one document.

Capitalize on type fonts and sizes: A font refers to a specific style within a typeface family.

Font styles are a mechanical means of adding emphasis to your words. All caps, small caps, and bolding are useful for headings, subheadings, and single words or short phrases in the text. Boldface, italics, and underlining are effective for calling attention to important points and terms. Readers are generally most comfortable with 10- to 12-point type for body text.

Use numbered and bulleted lists for quick comprehension: One of the best ways to ensure rapid comprehension is through the use of numbered or bulleted lists. Lists provide high "skim value." This means that readers can browse quickly and grasp main ideas. By breaking up complex information into smaller chunks, lists improve readability, understanding, and retention.

Add headings for visual impact: Headings are an effective tool for highlighting information and improving readability. They encourage the writer to group together similar material.

Headings help the reader separate major ideas from details. They enable a busy reader to skim familiar or less important information. They also provide a quick preview or review.

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Chap 06_10e 113. Student answers will vary.

Techniques for Making Business Messages Clear: Use the KISS formula (Keep It Short and Simple): To achieve clarity, resist the urge to show off or be fancy. Remember that your goal is to express, not to impress. Use activevoice sentences that avoid indirect, pompous language.

Dump trite business phrases: Eliminate trite business phrases such as as per your request and please do not hesitate to to make your writing sound fresh and more vigorous.

Drop clichés: Avoid clichés such as exception to the rule and stand your ground that have become exhausted by overuse.

Avoid slang and buzzwords: Avoid slang, which is informal words with arbitrary and extravagantly changed meanings. Also avoid buzzwords, which are empty technical expressions that are meant to impress rather than express.

Rescue buried verbs: Buried verbs are those that are needlessly converted to wordy noun expressions, such as perform an analysis of instead of analyze. Using nouns increases sentence length, drains verb strength, slows the reader, and muddles the thought.

Control exuberance: To sound businesslike, avoid overuse of intensifiers such as totally, definitely, and extremely.

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Chap 06_10e 114. Student answers will vary.

To ensure correctness, careful proofreaders check for problems in these areas in addition to spelling: Grammar Punctuation Names and numbers Format Proofreading Techniques for Complex Documents: Print a copy, preferably double-spaced, and set it aside for at least a day.

Allow adequate time to proofread carefully.

Be psychologically prepared to find errors.

Read the message at least twiceonce for word meanings and once for grammar/mechanics.

For very long documents (book chapters and long articles or reports), read a third time to verify consistency in formatting.

Reduce your reading speed. Concentrate on individual words rather than ideas.

Because this business proposal must be perfect, enlist a proofreading buddy. Have someone read the message aloud. Spell names and difficult words, note capitalization, and read punctuation.

Use standard proofreading marks to indicate changes.

115. Student answers will vary.

In this hurry-up era of e-mailing, messaging, and tweeting, the idea of stopping to revise a message seems counterproductive. However, sending quick but sloppy business messages not only fails to enhance productivity but often produces the opposite result. To avoid messages that waste time, create confusion, and reduce your credibility, you will do yourself a favor by taking time to slow down and revise—even for short messages.

The final phase of the 3-x-3 writing process focuses on editing, proofreading, and evaluating. Editing means improving the content and sentence structure of your message. Proofreading involves correcting its grammar, spelling, punctuation, format, and mechanics. Evaluating is the process of analyzing whether your message achieves its purpose.

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Chap 07_10e Indicate whether the statement is true or false.

1. Many people consider instant messaging and texting as productivity boosters because they enable users to get answers quickly and allow multitasking.

a. True b. False 2. Bloggers should avoid contractions and use formal language to build credibility with readers. a. True b. False 3. E-mail is appropriate for short, informal messages that request information and respond to inquiries. a. True b. False 4. The cloud refers to the remote networks in which data and software applications are stored and accessed. a. True b. False 5. Americans' trust in news delivered on social media sites continues to increase significantly as these sites grow in popularity. a. True b. False 6. An Apple device is required to play podcasts. a. True b. False 7. Including a subject line for an e-mail is necessary only for longer messages. a. True b. False 8. Privacy settings on social networking sites do not guarantee complete protection. a. True b. False 9. Blogs should provide fresh content regularly. a. True b. False 10. Messages in today’s digital age are shorter and more frequent than in the past. a. True b. False

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Chap 07_10e 11. Greetings such as Hi, Joe are unnecessary in e-mail messages because it is already clear that the receiver is the intended recipient. a. True b. False 12. Blogs can capitalize on crowdsourcing, which is the practice of tapping into the combined knowledge of a large community to solve problems and solicit ideas for products and services. a. True b. False 13. Your name at the bottom of an e-mail message is an important part of the closing. a. True b. False 14. Readers tend to look for deadlines and action information in the closing of an e-mail message or memo. a. True b. False 15. The major attraction of instant messaging (IM) in the workplace is that it allows real-time communication with colleagues anywhere in the world. a. True b. False 16. The anonymity of the Internet is one likely cause of cyberthreats such as incivility and trolling. a. True b. False 17. For optimal success, businesses should limit their use of social media to one channel to ensure consistent messaging. a. True b. False 18. Many businesses prefer Slack as a messaging tool because it prevents employees from chatting with each other about non-work topics. a. True b. False 19. E-mail is an effective communication channel for critical work situations such as human resources annual reviews, discipline, and promotions. a. True b. False 20. To promote public and customer relations, blogs can be written by rank-and-file employees or by top managers. a. True b. False

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Chap 07_10e 21. Please let me know if I may be of further assistance is an example of an effective, professional closing for an e-mail message or memo. a. True b. False 22. Businesses use social networking sites such as Facebook and Twitter to connect with customers and employees, share company news, and exchange ideas. a. True b. False 23. Instant messaging is more interactive and immediate than e-mail. a. True b. False 24. Important is an example of an effective subject line because it is likely to catch the reader's attention. a. True b. False 25. Down-editing is not recommended when responding to longer e-mails because it adds to reading time. a. True b. False 26. Podcasting is praised by business experts primarily for its financial benefits. a. True b. False 27. The enterprise messaging tool Slack is ideal for quick answers and efficient back-and-forth exchanges. a. True b. False 28. The digital era has given companies more control over their own marketing. a. True b. False 29. Blogs can be especially useful for crisis communication. a. True b. False 30. In most businesses today, e-mail has been overtaken by texting and social media. a. True b. False

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Chap 07_10e Indicate the answer choice that best completes the statement or answers the question.

31. Shondra has been asked by her supervisor to write a guide for effective e-mailing for new employees. Which of the following is she likely to include? a. Don’t put anything in an e-mail message that you wouldn't post on your office door. b. Because e-mail is informal, you don’t have to write messages using complete sentences. c. Use Reply All every time you respond to an e-mail message to ensure that everyone sees your reply. d. Once an e-mail message is deleted, it’s gone forever.

32. Today, ________ of hiring managers use social media as part of their screening processes. a. about 25 percent b. about 50 percent c. about 70 percent d. over 90 percent 33. Which of the following statements about social networking sites is most accurate? a. Facebook is still among the most popular social media platforms. b. Companies use social networks to connect with external audiences, but not for internal audiences. c. Only half of Fortune 500 companies have a YouTube presence. d. The most avid social media users are aged 65 and over.

34. What is a disadvantage of text messaging? a. Using text messaging on the job lowers productivity. b. Employees using free consumer-grade instant messaging systems might reveal privileged information and company records. c. Texting is a relatively high-cost substitute for voice calls. d. Text messaging is an indiscreet way of communicating.

35. Texting requires a SMS, which stands for ________. a. simple message synchronization b. short message service c. systems messaging synchronization d. single mobility system 36. Organizations use blogs to develop relationships, build brands, and create virtual ________. a. communities b. sales c. products d. competition

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Chap 07_10e 37. Which of the following subject lines is most effective? a. Help! b. Free Quote c. Attend Our Sales Meeting on January 30 d. Meeting 38. Which of the following statements is most accurate about creating effective podcasts? a. One host (vs. two) is most effective in attracting an audience and facilitating engaging discussion. b. Podcast hosts should consider general audiences as opposed to defined fan bases. c. Podcasts should provide a space for listeners to engage with each other, such as through e-mail and tweets. d. Podcasters should avoid establishing a regular schedule so that the episodes will seem fresher.

39. As a new marketing employee, Alonzo has just been assigned to create a blog for market research and viral marketing. What advice would you give him? a. Scrutinize the blogosphere for buzz and for positive or negative postings about his organization and its products. b. Use a variety of hard-sell tactics to get the word out about his company’s products. c. Realize that blogs are useful for getting feedback only from customers, not industry experts. d. Avoid commenting on other related blogs within the industry.

40. Which of the following is the most effective closing for an e-mail message? a. Please do not hesitate to call if you have any questions. b. Please let me know at your earliest convenience. c. Please send your time sheet to me by August 31 so that we can process your paycheck. d. Please let me know if I can be of further assistance.

41. Annette wants to start a blog for her small business. What should she do first? a. Start writing blog entries about topics that showcase her expertise and insights. b. Post lots of photos to give her blog visual interest. c. Identify her audience. d. Choose the right keywords so that search engines will find her blog.

42. Those who fake their identity, provoke skirmishes, and disrupt discussions on social media are known as _______. a. influencers b. monitors c. echoers d. trolls

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Chap 07_10e 43. Which of the following is an example of a company using social media for crowdsourcing? a. Creating internal networking sites accessible only by employees b. Inviting customers to share ideas for new products and other suggestions c. Matching dispersed employees and their skills d. Responding to an employee grievance about a new policy 44. Which of the following is not a standard guide word used in e-mail messages and memos? a. TO: b. FROM: c. RESPONSE: d. DATE: 45. An ALL-CAPS e-mail message is often read as ________. a. positive emphasis b. shouting c. deadline oriented d. humor or sarcasm 46. Which of the following statements about electronic media is most accurate? a. File-sharing services are helpful and should be accessed frequently. b. Tweeting about how much you dislike your job could get you fired. c. Privacy settings on Facebook and other social networks ensure that your information can be accessed only by those you choose. d. Your office computer is a safer place than the cloud to store personal photos.

47. Potential risks for businesses that use social media include productivity loss, embarrassment if employees make damaging posts, and ________. a. weakened recruiting efforts b. higher technical support costs c. attracting the wrath of a huge Internet audience d. losing older employees 48. What is the most effective strategy for controlling your e-mail inbox? a. Read and respond to every e-mail message within ten minutes. b. Check your e-mail only in the mornings. c. Check your e-mail at set times. d. Inform co-workers that you will be communicating only via text message.

49. Which of the following statements is most accurate about the enterprise messaging tool Slack? a. It is well suited for lengthy discussions and sharing of large volumes of information. b. Because it does not integrate with other productivity tools, it is considered a stand-alone tool. c. It facilitates conversations across dispersed teams and time zones. d. Slack is considered a more formal tool than e-mail.

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Chap 07_10e 50. Which of the following statements is most accurate about the new user-centered digital environment? a. Most podcasts are devoted to business topics. b. Internet users have the power to create Web content. c. Businesses are in complete control of their marketing. d. Everything posted online is fact checked.

51. Which statement provides the best advice about instant messaging and texting on the job? a. Maintain one contact list for both professional and personal contacts to simplify things. b. To use instant messaging and texting most efficiently on the job, make yourself available at all times during working hours. c. Use ample jargon, slang, and abbreviations to make your instant messages and text messages as short as possible. d. Because instant messages and text messages can be saved, don't say anything that could damage your reputation or that of your organization.

52. The most important part of an e-mail message is its ________. a. conclusion b. opening greeting c. subject line d. body 53. Because Chloe is a a loyal fan of a haircare product line and has a large social media following, she has been invited to create a profile and write posts for the company's blog. In this role, Chloe is known as an _______. a. influencer b. remote team member c. stylist d. marketer 54. Which of the following is a similarity in e-mail messages and memos? a. Both usually carry sensitive information. b. Both are used only for internal messages. c. Both generally close with action information, a summary of the message, or a closing thought. d. Both should be limited to two paragraphs.

55. Aimee has discovered a production problem that will cause this month's shipments to be a few days late.

Because her Brazilian customers will need to know about this problem right away, Aimee should ________. a. write a letter b. send a memo c. send an e-mail message d. arrange for a face-to-face visit

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Chap 07_10e 56. Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your advice. What should you tell him? a. Choose one topic and stick with it to give your blog stability. b. It is better to post long messages infrequently than to post short messages frequently. c. Avoid providing links to other blogs. d. Use a commercial hosting site such as Blogger, Tumblr, or WordPress.

57. Daniel has decided to resign from his position as a management consultant. To maintain goodwill with his supervisor, he would like to discuss his decision personally before announcing it formally. Which of the following is the best communication channel for him to use? a. Face-to-face meeting b. E-mail message c. Voice mail message d. Text message 58. What is the best advice for organizing e-mail messages? a. Place the action information in the first paragraph so that it's not overlooked. b. Consider using headings if the message is more than a few paragraphs. c. Omit a salutation or greeting; these are used only in business letters. d. Specify the reason for the message near the end to keep the receiver reading.

59. Memos are necessary for important messages that ________. a. don't require careful organization b. are being sent outside of the organization c. share sensitive information d. require more formality than e-mail 60. Commercial banks, specialty retailers, semiconductors and electronics makers, gas and electric utilities, and _______ are the top five business sectors most likely to embrace blogs. a. professional sports b. pharmaceuticals c. home builders d. travel and tourism 61. Which of the following would make the most effective title for a blog post? a. What Investors Know b. Investing Today c. These 3 Rules Will Make You a Better Investor d. Learning to Invest

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Chap 07_10e 62. Your supervisor has suggested that you down-edit your e-mail message when replying to be more efficient.

What should you do? a. Insert your responses to parts of the incoming message, and include only those parts of the incoming message to which you are responding. b. Place your reply at the bottom, after the original message. c. Delete the original message altogether before adding your reply. d. Write your reply using all lowercase letters.

63. Connor has just been hired by a marketing firm that uses social and other electronic media. What advice should Connor follow to protect himself? a. Ask his colleagues regularly what they think about his tweets. b. Learn his company’s rules about the use of electronic media. c. Avoid using social media for work-related purposes. d. Send a Facebook friend invite to his boss.

64. You receive a suspicious text message from an unknown sender asking you to click on a link to access your current credit score. This is likely an example of ________. a. marketing b. phishing c. liability d. malware 65. What is the best advice for writing e-mail messages? a. Use first names only in opening greetings. b. Because your name will appear in your e-mail address, you don’t have to type it at the bottom of your message. c. Always include a complimentary closing such as Sincerely. d. Make your e-mail messages easier to read and to comprehend by using bulleted and numbered lists and headings.

66. Which of the following is an example of proper texting etiquette? a. Apply the same timing guidelines to sending and receiving text messages that you would for speaking on the phone (such as not during a meeting or when in a social setting). b. Since speed is the whole point of text messaging, grammar and punctuation are not important. c. If notifying others of sad news, texting is preferred rather than making a personal telephone call. d. It is never necessary to identify yourself via text message because the receiver will see your phone number.

67. Which of the following statements about e-mail in the workplace is most accurate? a. Most business messages today are being sent using social media platforms. b. Typical businesspeople spend at least two hours a day writing and replying to e-mail messages. c. E-mail will become obsolete in the next few years. d. E-mail has completely replaced paper memos and letters in the workplace.

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Chap 07_10e 68. Which of the following will most likely prompt a reader to open your blog post? a. An interesting opening paragraph b. A catchy title or headline c. A call to action d. Exciting, colorful visuals 69. Which of the following is a downside to well-known podcasters being paid for public endorsements? a. They are not seen as "experts" in their fields. b. Since podcast audiences are small, the message does not get out to enough people. c. Such endorsements require video, which not all podcasts have. d. Paid promotion deals can lead to biased or unreliable recommendations.

70. ________ marketing refers to the rapid spread of messages online. a. Influential b. Buzz c. Viral d. Cyber 71. Which online sharing platform features "Real People. Real Videos"? a. Tumblr b. TikTok c. YouTube d. Web 2.0 72. Which podcast genre is currently the most popular in the U.S.? a. True crime b. News c. Sports d. Comedy 73. What is the most accurate statement about the use of blogs to provide up-to-date information to the press and the public? a. Blogs that provide information to the press and the public should be written only by top managers. b. Many companies now use blogs for crowdsourcing promotions to connect with their customers and to generate buzz that they hope will go viral on the Internet. c. Blogs can replace other communication channels in a PR crisis or an emergency. d. Blogs are usually used internally and are seldom used to provide company information to the press and the public.

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Chap 07_10e 74. Chatham Industries would like to provide live tech support to its customers. What is the best communication channel for doing this? a. E-mail b. Blog c. Podcast d. Instant messaging 75. The portability of podcasting _______. a. makes it ineffective for employee training b. makes it an expensive tool for businesses to use c. gives users the flexibility to multitask d. is a disadvantage for most users 76. Karen, a real estate agent, wants to create simple podcasts that will allow her clients to take virtual tours of available properties. What should she focus on first? a. Providing quality content with an authentic voice b. Increasing sales and maximizing her commissions c. Choosing the most expensive properties d. Making sure all of her clients have smartphones 77. Liliana must be able to access her company's accounting records and accounting software from remote locations. What technology will allow her to store and to access data and software application in remote network clusters? a. E-mail b. Twitter c. Cloud computing d. Social networking sites 78. Which of the following statements about blogs is most accurate? a. Blogs are written by just one person. b. Blogs can invite spontaneous consumer feedback faster and more cheaply than traditional consumer research tools. c. Blogs do not allow visitors to leave public comments. d. Brand ambassadors blog about products without being compensated.

79. As Nathan begins his business career, he will probably find himself writing more ________ than other types of messages. a. letters b. memos c. e-mail messages d. text messages

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Chap 07_10e 80. What is the most accurate statement about company concerns related to text messaging? a. Because text messaging is so informal, messages sent or received cannot create legal liability for a company. b. Companies cannot be held responsible if an employee gets into an accident while texting and driving on the job. c. Some organizations have instituted detailed digital-age e-policies, offer formal employee training, and use technology tools such as monitoring, filtering, and blocking. d. Spam is a concern only with e-mail, not with text or instant messaging.

81. Because Maya knows that the most important part of an e-mail message is the subject line, she ________. a. avoids verbs in subject lines b. uses ALL CAPS in subject lines to grab the attention of the reader c. uses one-word subject lines to make her messages more concise d. adjusts the subject line if the topic changes after repeated replies 82. Ashley has just been hired for her first full-time position and has been told that she can use social media on the job. What should she do to appear professional and to ensure that she keeps her job? a. Immediately send a friend request to her boss to show that she’s a team player. b. Accept friend requests only from her favorite colleagues. c. Share only information, images, and media online that she would be comfortable sharing opening in the office. d. Delete her social media accounts to show that she will remain focused at work.

83. _______ is the most popular enterprise instant messaging and group chat tool. a. Twitter b. Facebook c. Skype d. Slack 84. Which of the following describes communication in today’s digital age? a. Mobile phone ownership has peaked and seems to be decreasing. b. Messages are longer and less frequent. c. Laptops and smart phones are increasingly larger to allow for more storage. d. The distinction between online and offline is becoming blurry as our virtual and real-life connectedness intertwine.

85. Which of the following situations is most appropriate for sending an e-mail message? a. Caitlin must deliver a negative performance review to one of her employees. b. Drew must send salary information to the company's accountant. c. Sabrina wants to know whether her supervisor is available for a meeting next week. d. Martin must put one of his employees on probation for a workplace violation.

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Chap 07_10e 86. Which of the following statements about e-mail is most accurate? a. Most businesspeople now first open their e-mail on mobile devices. b. Typos in workplace e-mails are acceptable because of the speed at which they're sent. c. E-mails are not an effective tool for attaching longer messages. d. As a marketing tool, e-mail has been replaced by social media.

87. Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean? a. Begin with specifics and background information that lead up to the big news. b. Make sure that every blog posting contains information pulled from the front pages of major newspapers. c. Emphasize the big news up front, supported with specifics and background information. d. Make every blog posting controversial in some way to generate discussion.

88. An advantage of business blogs is that they ________. a. potentially reach a far-flung, vast audience b. are exempt from possible legal litigation c. are easy to maintain d. are always written by top managers to enhance credibility 89. What is the most accurate statement about instant messaging (IM) and text messaging? a. Using text messaging and instant messaging for business communication will make you look unprofessional. b. Text messaging has been enhanced by RCS (rich communication services), a new system promising advanced features that can be customized for mobile marketing. c. Instant messaging and text messaging use the same technology and are used for the same purposes. d. Text messaging enables you to use the Internet to communicate in real time in a private chat room with one or more individuals.

90. Which of the following statements about podcasts is most accurate? a. Podcasts are decreasing in popularity as more people are turning to mainstream news sources. b. Audio and video files must be played on Apple devices. c. Podcasts are featured on media websites and company portals or shared on blogs and social networking sites. d. All podcasts are prerecorded and then streamed over the Web. Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: Text messaging has been enriched by a new system, rich communication services (RCS), which includes advanced features such as multimedia enhancements that can be customized for more appealing opt-in text alerts and mobile _______.

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Chap 07_10e 92. Fill in the blank in the following sentence: A(n) ________ is a digital media file that is distributed over the Internet and downloaded on portable media players and personal computers.

93. Fill in the blank in the following sentence: A(n) ________ is a website with journal entries usually written by one person with comments added by others.

94. Fill in the blank in the following sentence: When you respond to an e-mail message, a good skill to develop is ________ -editing, which involves inserting your responses to parts of the incoming message, including only the parts of the incoming message to which you are responding.

95. Fill in the blank in the following sentence: In most businesses today, ________ is the most important and highly used communication channel.

96. Fill in the blank in the following sentence: Consumers' ability to have live online chats with customer service representatives during regular business hours is an example of _______ messaging.

97. Fill in the blank in the following sentence: While business is one focus, the vast majority of podcasts is devoted to _______.

98. Fill in the blank in the following sentence: The most avid social media users are _______, the cohort born 1981-1996.

99. Fill in the blank in the following sentence: Today, _______ private networks (VPNs) offer secure access to organizations’ information from any location in the world that provides an Internet connection.

100. Fill in the blank in the following sentence: Users of social networking sites need to remember that ________ is a myth and should avoid sharing sensitive information and inappropriate content.

101. Fill in the blank in the following sentence: The term ________ marketing refers to the rapid spread of messages online, often through blogging, where large companies can find buzz and positive or negative postings about their organizations and products.

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Chap 07_10e 102. Fill in the blank in the following sentence: __________ networking sites such as Facebook and Twitter enable businesses to connect with customers and employees, share company news, and exchange ideas.

103. Fill in the blank in the following sentence: Our mobile devices access data and applications stored in the _______, in remote networks, not on individual computers in an office.

104. Fill in the blank in the following sentence: A major benefit of podcasting is _______, as podcasts can be downloaded to a computer, a smartphone, a tablet, or an MP3 player to be enjoyed offline on the go.

105. Fill in the blank in the following sentence: Blog posts can benefit from the ________ pattern by emphasizing the big news up front, supported with specifics and background information.

106. Fill in the blank in the following sentence: The _______ of the Internet can facilitate toxic behavior such as incivility, trolling, and cyberbullying.

107. Fill in the blank in the following sentence: E-mail serves as an appropriate _______ document when sending longer attachments and other media.

108. Fill in the blank in the following sentence: The most important part of an e-mail message is the ________ line, which summarizes the message's central idea, thus providing quick identification for reading and filing.

109. Fill in the blank in the following sentence: Action information such as dates and deadlines should be placed in the ________ of an e-mail message or memo.

110. Fill in the blank in the following sentence: Many businesses use blogs for ________, which is the practice of tapping into the combined knowledge of a large community to solve problems and solicit ideas.

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Chap 07_10e 111. E-mail remains the most prevalent form of workplace communication, despite the prevalence and expanding uses of social media and other messaging platforms. However, many business writers describe a "love-hate" relationship with it. Explain three reasons many professionals complain about e-mail.

112. Businesses are increasingly using podcasts. Explain what they are and describe four ways a company could use one for professional purposes.

113. More and more companies are embracing blogs as ways to create virtual communities, build brands, and develop relationships. Describe blogs and discuss three more specific ways companies use blogs for professional purposes.

114. Even as Internet access has enriched communication and become a way of life for so many, the use of technology and social media certainly comes with substantial risks. Identify and discuss three cyberthreats that we must consider as working professionals and citizens.

115. Texting and instant messaging remain popular for communicating with coworkers and clients. Explain three pros and three cons of these tools.

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Chap 07_10e Answer Key 1. True 2. False 3. True 4. True 5. False 6. False 7. False 8. True 9. True 10. True 11. False 12. True 13. True 14. True 15. True 16. True 17. False 18. False 19. False 20. True 21. False 22. True 23. True 24. False 25. False 26. False

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Chap 07_10e 27. True 28. False 29. True 30. False 31. a 32. c 33. a 34. b 35. b 36. a 37. c 38. c 39. a 40. c 41. c 42. d 43. b 44. c 45. b 46. b 47. c 48. c 49. c 50. b 51. d 52. c 53. a 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 07_10e 55. c 56. d 57. a 58. b 59. d 60. b 61. c 62. a 63. b 64. b 65. d 66. a 67. b 68. b 69. d 70. c 71. b 72. d 73. b 74. d 75. c 76. a 77. c 78. b 79. c 80. c 81. d 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 07_10e 83. d 84. d 85. c 86. a 87. c 88. a 89. b 90. c 91. marketing 92. podcast 93. blog 94. down 95. e-mail 96. instant 97. entertainment 98. millennials 99. virtual 100. privacy 101. viral 102. Social 103. cloud 104. portability 105. journalistic 106. anonymity 107. cover 108. subject 109. closing 110. crowdsourcing

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Chap 07_10e 111. Student answers will vary and should include three of the following complaints about e-mail.

E-mail threads can be long and confusing, requiring the reader to "untangle" them, which is time consuming.

Many writers don't take the time to reflect on what they have written or to proofread, causing frustration, confusion, and/or unprofessionalism.

The sheer volume of e-mail messages can be difficult to manage.

Many messages are sent unnecessarily, cluttering inboxes.

"Blind" copying (including a third-party reader on a message that the primary recipient can't see) can be unethical or embarrassing.

The use of "Reply All" when a response is not pertinent to some recipients clutters inboxes and causes frustration.

The perceived need to be accessible 24/7 eliminates the distinction between work life and home life.

Many perceive e-mail as dangerous because of the trail it can leave. Messages on servers are traceable and recoverable, and many organizations can monitor their staff's personal e-mail accounts.

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Chap 07_10e 112. Student answers will vary and should include four of the following uses.

Podcasts: digital media files distributed over the Internet and downloaded on portable media players and personal computers.

Uses: To broadcast radio and TV shows (major news organizations and media outlets) To allow students access to instructors' lectures, interviews, sporting events, and other content (educational institutions) To send audio and video messages that do not require a live presence, yet offer a friendly human voice To replace costlier live teleconferences To train employees To enable buyers to take virtual walking tours of available properties (real estate agents) To present HR policies for unlimited viewing on demand or as convenient To broadcast marketing pitches

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Chap 07_10e 113. Student answers will vary and should explain what a blog is and include three of the following uses.

Blog: a website or social media platform with journal entries on any imaginable topic usually written by one person, although most corporate blogs feature multiple contributors. Typically, readers leave comments. Businesses use blogs to keep customers, employees, and the public at large informed and to interact with them.

Uses: To provide up-to-date company information to the press and the public To actively solicit customer input To connect with customers and to generate buzz To provide late-breaking news, especially when disaster strikes To address rumors and combat misinformation To generate opinions from customers and industry experts To attract a devoted community of participants who want to keep informed about company events, product updates, and other news To keep virtual teams on track and to share updates on the road To provide opportunities for job candidates to size up a potential employer and the people working there 114. Student answers will vary and should include discussion of three of the following cyberthreats: Privacy fears Disinformation and election tampering Deepfakes and doctored videos Incivility, trolling, and cyberbullying Data security

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Chap 07_10e 115. Student answers will vary and should include three of the following pros and three of the following cons.

Pros: Instant messaging allows real-time communication with colleagues anywhere in the world.

Instant messaging and texting are convenient alternatives to the telephone and are replacing e-mail for short internal communication.

Instant messaging allows people to share information immediately and to make decisions quickly.

Texting is a low-cost substitute for voice calls.

Texting delivers messages between private mobile phone users quietly and discreetly.

Instant messaging and text messaging avoid phone tag and eliminate the downtime associated with personal telephone conversations.

Instant messaging and texting provide “presence functionality,” which means that coworkers can locate each other online, thus avoiding wild goose chases hunting for someone who is out of the office.

Instant messaging and text messaging boost productivity because they enable users to get answers quickly and allow multitasking.

Cons: Employers consider instant messaging and text messaging a distraction in the workplace.

Some organizations also fear that employees using free consumer-grade instant messaging systems will reveal privileged information and company records.

A worker’s improper use of mobile devices while on company business can expose the organization to staggering legal liability.

Companies worry about phishing (fraudulent) schemes, viruses, malware (malicious software programs), and spim (IM spam).

Instant messages and text messages are subject to discovery (disclosure); that is, they can become evidence in lawsuits.

Companies fear instant messaging and text messaging because the services necessitate that businesses track and store messaging conversations to comply with legal requirements. This task may be overwhelming.

IM and texting have been implicated in inappropriate uses such as bullying and the notorious sexting.

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Chap 08_10e Indicate whether the statement is true or false.

1. Action information, including deadline dates, should be placed in the body of a routine request message. a. True b. False 2. Goodwill messages (those expressing thanks, recognition, or sympathy) are often more difficult to write than other types of routine business documents. a. True b. False 3. Here is the information you wanted about . . . is a forceful and efficient way to open a message responding to an inquiry. a. True b. False 4. Pull the red lever is an example of an instruction in the imperative mood. a. True b. False 5. It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message. a. True b. False 6. Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, and when formality is necessary. a. True b. False 7. Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations. a. True b. False 8. When writing a positive review of a company or product, it’s best to include suggestions for improvement. a. True b. False 9. The following statement is an effective way to grant a customer's claim: Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only. a. True b. False

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Chap 08_10e 10. Waiting a few weeks to write a claim letter increases your chances of getting what you are requesting. a. True b. False 11. Instructions will be most readable if the steps are presented in a bulleted vertical list. a. True b. False 12. Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages. a. True b. False 13. Thank you in advance for your cooperation is an effective way to show appreciation in a request letter. a. True b. False 14. If you have a complaint against a company, you should begin by posting your comments online on various social media sites. a. True b. False 15. An adjustment message granting a claim should be arranged using the direct pattern. a. True b. False 16. It’s not necessary to respond when you receive a written congratulatory note. a. True b. False 17. Adjustment messages should avoid words such as regret, inconvenience, and misunderstanding. a. True b. False 18. The following sentence could serve as an effective opening for a message of thanks: Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home. a. True b. False 19. When you as a customer write to identify a wrong or ask a company to fix a problem, the message is called an adjustment. a. True b. False 20. Social media have drastically shortened business response times to claims. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 08_10e 21. Most routine request and response messages should be organized using the indirect strategy. a. True b. False 22. We apologize for any inconvenience this may have caused is a professional, sincere way to apologize in an adjustment message. a. True b. False 23. Individual consumers can become powerful brand ambassadors by championing certain products online. a. True b. False 24. Straightforward, direct claims are those to which you expect the receiver to agree readily. a. True b. False 25. Social listening refers to businesses tracking social media platforms for chatter about their brands. a. True b. False 26. Businesses and professionals can take individuals to court for negative comments online. a. True b. False 27. Business letters are still used to deliver information inside of an organization. a. True b. False 28. In an information request message to which you expect no resistance, your first sentence should provide explanation or justification before the request.

a. True b. False 29. Phone calls and e-mail messages are usually taken more seriously than a written claim letter. a. True b. False 30. In the workplace, most messages are positive or neutral and, therefore, direct. a. True b. False

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Chap 08_10e Indicate the answer choice that best completes the statement or answers the question.

31. A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first? a. Ignore the comments. b. Determine whether the comments violate your established social media comment policy. c. Delete the comments immediately. d. File a lawsuit against the client.

32. Which of the following is the best closing for a straightforward claim letter? a. Thank you in advance for your consideration in this matter. b. Please credit $36 to my account by December 31, when my next billing cycle begins. c. If I don't get a refund by December 31, I will contact my attorney. d. I look forward to having this adjustment made as soon as possible.

33. Caroline needs information from a coworker in another office about an upcoming sales promotion. What is the best communication channel for Caroline to use to request this information? a. E-mail b. Phone call c. Memo d. Letter 34. Which of the following is the best closing sentence for a message requesting information? a. Thank you in advance for your cooperation. b. Your answers to these questions by April 30 will help us decide which product to purchase. c. Thank you. d. If you have any questions, please do not hesitate to call me.

35. A business letter is a better channel choice than e-mail when ________. a. the matter requires confidentiality b. you want to be less formal c. time is of the essence d. you are writing to an internal audience 36. Which of the following is the best opening for a straightforward claim letter? a. I have been a loyal customer of your restaurant for many years. b. Please credit my Visa account for $36, the amount I was overcharged on November 8. c. I was extremely disappointed to be overcharged on my dinner bill. d. I will not be returning to your restaurant unless you credit my Visa account immediately.

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Chap 08_10e 37. Which of the following is a command disguised as a polite request? a. I need your sales data by tomorrow. b. Will you please send my order by USPS Priority Mail. c. Can you meet this month's deadline? d. Did you bring a copy of the report to today's meeting?

38. Which of the following statements most effectively focuses on reader benefits? a. I appreciate this information, which will enable me to submit my report by Friday's deadline. b. Your prompt reply will allow us to serve you faster and better. c. We can provide a password after we receive the completed form. d. If you skip any sections, it will cause a delay in our processing.

39. The best goodwill messages concentrate on the five Ss. Which of the following is not one of the five Ss? a. Specific b. Savvy c. Spontaneous d. Short 40. Which of the following is most accurate about sending goodwill messages via e-mail? a. You should send a goodwill message via e-mail only if you do not know the receiver personally. b. E-mail is best for messages of sympathy. c. Handwritten notes for goodwill messages are the most impressive and lasting. d. Handwritten notes are often viewed as intrusive and impersonal.

41. Devon is welcoming a new customer to his company's accounting services. How should Devon contact this customer? a. E-mail b. Text message c. Phone call d. Letter 42. The first sentence of an information request is usually a(n) ________ or a polite command. a. question b. explanation c. justification d. friendly greeting 43. Your response to a congratulatory note or other goodwill message ________. a. is frowned upon because it extends the conversation unnecessarily b. is equivalent to saying You're welcome when someone has said Thank you c. should further detail your hard work and good qualities d. should suggest that you don't deserve the praise or attention

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Chap 08_10e 44. Where should you place the main idea in a business letter that you expect to be received positively? a. The last sentence b. The closing paragraph c. The first sentence d. Midway through the body 45. You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions? a. In a paragraph in the body of your message b. In a separate attached document c. In a bulleted or numbered list in the body of your message d. In the closing paragraph of your message so that they're not overlooked 46. Which of the following is the best example of placing the most important information first in a routine information request message? a. I am writing this e-mail message to ask for information about some of your products. b. Our manager recently gave his staff approval to purchase new office printers. c. Hi, my name is Charlie Shi, and I have been asked to write to you directly. d. Please answer the following questions about your office printers.

47. The best business writers do what in the opening paragraph of a routine request message? a. Identify themselves by name and title. b. State immediately why they are writing. c. Tell a story about the background of the situation. d. Greet the reader warmly by asking how he or she is doing.

48. Which of the following is the best example of a situation justifying a straightforward claim? a. The transmission in your car gave out after the warranty period. b. A shipment arrived two weeks after it was promised. c. You were charged a late fee for paying a bill late. d. You are seeking a price adjustment for an item you purchased last month at full price but is now on sale.

49. Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described.

Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to ________. a. write a memo to someone in charge at the website where she booked her hotel. b. send an e-mail message to someone in charge at the website where she booked her hotel. c. place negative comments about the booking site on as many social media sites as possible. d. write a letter to someone in charge at the website where she booked her hotel.

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Chap 08_10e 50. Which of the following is the best opening for an adjustment message? a. Unfortunately, your negative experience with our restaurant reflects a common complaint by our customers. b. We have credited your account for $36 to refund your dining bill. c. We are so sorry that you had a bad experience while dining with us last month. d. Although we generally don't offer refunds, we're willing to make an exception in this case.

51. What should you do in the body of an adjustment letter? a. Explain who specifically is to blame for the problem. b. Explain how you are complying with the claim. c. Promise the customer that the problem will never happen again. d. Issue a formal apology even if the company is not at fault.

52. Will has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first? a. Prepare the rough draft. b. Look up the company's address. c. Decide how he will encourage feedback. d. Analyze the purpose of the letter and the reader.

53. Because customers are already upset, the language of adjustment messages should be particularly ________. a. adamant b. sensitive c. negative d. vague 54. Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message? a. I read about your new malware removal program on TechnologyReview.com. b. Our company has recently become the victim of malware, and I have been assigned to do something about it. c. Please answer the following questions about your new malware removal program. d. I am hoping you will be able to provide more information about one of your new products.

55. Messages providing instructions will be most readable if you arrange the steps ________. a. in alphabetical order b. vertically using numbers c. beginning each with a noun phrase d. vertically using bullets

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Chap 08_10e 56. In the closing of an instruction message, you should try to show the ________ the organization or individual will receive by following the instructions. a. recognition b. benefits c. profit d. products 57. During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________. a. correctness b. tone c. clarity d. goodwill 58. A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her? a. Make the review as long as possible so that you can include many details about the restaurant. b. To be safe and to protect your privacy, leave the comment anonymously. c. Include positives as well as negatives in the review. d. Even if the restaurant contacts you to correct the problem, leave the original message posted as is.

59. For which of the following situations would a business letter be more appropriate than an e-mail message? a. Requesting information about a product b. Replying to a customer's e-mail asking about available shipping methods c. Soliciting donations for a community charity event d. Telling all employees how to purchase parking permits 60. The opening of a direct claim letter should ________. a. explain the problem in detail and justify your request b. express anger to show the reader that you are serious c. open with a clear statement of the problem or with the action you want the receiver to take d. remain vague to allow the reader to decide on a remedy for the problem 61. The body of a routine message that requests information or action should ________. a. present details that explain your request b. request action from the reader c. give any deadline dates d. reveal for the first time why you are writing

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Chap 08_10e 62. What is the best advice for writing the body of a routine request message? a. Avoid using graphic devices such as lists or headings because they might confuse the reader. b. Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. c. Make sure that the body is no longer than one paragraph. d. Use the reader's name several times in the body to personalize your message.

63. Which of the following is the best closing for an adjustment message? a. We apologize for any inconvenience this has caused. b. We are deeply sorry for this unfortunate event. c. We hope that this refund check proves our commitment to providing excellent customer service. d. If you have any questions, please do not hesitate to call.

64. Anticipating future business is an effective way to ________ in the closing of an adjustment message. a. ignore the customer's frustration b. meet your sales quotas c. express confidence that the problem has been resolved d. apologize sincerely 65. Your firm’s policy is to respond to selected comments your customers make on Facebook and Twitter. What should you do when responding to these comments? a. Use a friendly, upbeat, professional tone. b. Take this opportunity to name your competitors and explain how much better your products are. c. Avoid admitting mistakes. d. Remind customers that they do not have to buy your products.

66. What is the most accurate statement about direct claim and complaint messages? a. Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim is valid. b. If you have a complaint, you’ll get the best results if you vent your complaint online using social media such as Facebook and Twitter. c. Letters establish a record of what happened more convincingly than other communication channels. d. You should not expect a company to respond positively, so you should begin by demanding action.

67. Writing for social media ________. a. does not require close proofreading because it is informal b. requires you to consider only external audiences c. shines a close light on your writing skills and can affect your career d. is completely different from writing traditional business documents

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Chap 08_10e 68. The body of a direct claim letter should ________. a. offer a sincere compliment or point of agreement b. show that you are angry about the situation so that you will be taken seriously c. explain the problem and justify your request d. summarize your action request 69. Of the following questions, which one should you ask yourself first as you begin to prepare a message? a. What channel should I use? b. How can I impress my reader? c. Do I really need to write this e-mail, memo, or letter? d. How can I save my reader's time?

70. What is the most accurate statement about posting complaints online? a. Letting off steam makes other consumers respect you and ensures that you'll get a reply from the company. b. Social media posts can make complainers seem irrational. c. Anonymous complaints made online cannot be tracked to the writer. d. Your comments should be long to get the attention of readers.

71. Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use? a. Text message b. Memo c. Phone call d. Letter 72. What is the most accurate statement about apologizing in an adjustment message? a. If you apologize, use a standard phrase such as We apologize for any inconvenience we may have caused. b. Apologies should be avoided because they are counterproductive. c. People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of “psychological compensation.” d. Never apologize in an adjustment message because doing so will set you up for a lawsuit.

73. Which of the following is the best statement to include in a goodwill message? a. You must be so excited. I remember how I felt when I finally earned my master's degree. b. Wow, you finished your master's. Awesome! c. Good luck in the future. d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

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Chap 08_10e 74. Avoiding pretentious, formal, or flowery language is the best way to ensure that your goodwill message is ________. a. selfless b. specific c. sincere d. short 75. Deadlines and action information should be placed in the ________ of a routine request message. a. introduction b. body c. closing d. subject line 76. ________ establish rules of conduct to be followed within an organization. a. Instruction messages b. Policies and procedures c. Grievances d. Claims 77. The majority of your writing on the job will involve ________. a. negative messages b. routine, positive messages c. persuasive messages d. entertaining messages 78. When developing the tone for a claim letter, ________ . a. assume that the person reading your message is directly responsible for the problem b. realize that heightened emotion will be necessary to get what you are hoping to receive c. remember that smart businesses know that retaining a customer is far less costly than recruiting a new one d. avoid attempts at goodwill so that you sound more authoritative 79. Which of the following is the best opening sentence for a direct response message? a. Here are the answers to the questions you asked about our banquet facilities. b. Thank you for your e-mail message of March 25. c. We look forward to helping you with all of your banquet needs. d. Your e-mail of March 25 was forwarded to me.

80. The most emphatic positions in a message are the ________. a. opening and body b. body and closing c. body and attachments d. opening and closing Copyright Cengage Learning. Powered by Cognero.

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Chap 08_10e 81. Allison has used a bulleted list, ample amounts of white space, and headings in an e-mail message to her supervisor. In doing so, she is trying to ________. a. save herself time b. save her supervisor's time c. persuade her supervisor d. evaluate her message 82. Routine request and response messages should be written using ________. a. the indirect strategy b. persuasive techniques c. the direct strategy d. heightened emotion 83. Which of the following instructions is in the imperative (command) mood? a. Your report should be submitted by Friday. b. The fourth step involves rebooting your computer. c. Sign and date the agreement. d. The contract must be signed immediately.

84. Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients.

What will she do first in this phase? a. Analyze the purpose of her letter. b. Collect any necessary information. c. Proofread her first draft. d. Compose the first draft of the letter.

85. What is the most accurate statement about sending goodwill messages e via e-mail? a. In today’s digital age, all goodwill messages should be sent via e-mail. b. If you frequently communicate with the receiver by e-mail and if you are sure your note will not get lost, then sending an e-mail goodwill message is acceptable. c. Although other goodwill messages can be sent via e-mail, sympathy messages should never be sent this way. d. You should never send goodwill messages via e-mail.

86. Kevin is writing a routine e-mail request that he believes will be received positively. The main idea or purpose of his message should be placed in ________. a. the body b. the opening c. the closing d. an attachment

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Chap 08_10e 87. In writing adjustment messages to customers, your goal should be to ________. a. avoid admitting an error b. regain the confidence of the customer c. ensure that the customer posts a positive online review d. issue a formal apology 88. Which of the following is the most effective subject line for a routine response message? a. This is a reply to your April 16 e-mail message. b. Reply to Your E-Mail Message c. Your June 5 Inquiry About Barcelona Travel Packages d. URGENT!!

89. Avoiding such comments as I remember when I ... is important in making sure that your goodwill message is ________. a. selfless b. specific c. sincere d. short 90. What is the most accurate statement about goodwill messages? a. Since people communicate so frequently today, goodwill messages are not as important as they once were. b. You'll make a better impression by giving a ready-made card or calling the person than by writing your own message. c. Written goodwill messages give more importance to our well-wishing and provide a record that can be reread, savored, and treasured. d. Most communicators find it easier to write goodwill messages than other types of business documents.

Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: Routine, positive messages are those that communicate straightforward requests, replies, and ________.

92. Fill in the blank in the following sentence: Deciding whether to ________ to a customer in an adjustment message is a debatable issue. Some attorneys discourage doing so, but many customers appreciate it.

93. Fill in the blank in the following sentence: When you write messages that request information or action and think your request will be received positively, use the _________ organizational strategy.

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Chap 08_10e 94. Fill in the blank in the following sentence: Goodwill messages should be selfless, specific, sincere, spontaneous, and ________.

95. Fill in the blank in the following sentence: Use the ________ organizational strategy for claims to which you expect the receiver to agree readily.

96. Fill in the blank in the following sentence: Avoiding pretentious, formal, or flowery language in a goodwill message helps to ensure that your message seems _______.

97. Fill in the blank in the following sentence: ________ (or complaint) letters are written by customers to identify or to correct a problem with products or services they have purchased.

98. Fill in the blank in the following sentence: The primary focus of a(n) _______ message is on how you are complying with the request, how the problem occurred, and how you are working to prevent its recurrence.

99. Fill in the blank in the following sentence: Planning for ________ is important in helping you determine whether your message has been successful. You can do this by asking questions such as Are you comfortable with these suggestions? or What do you think?

100. Fill in the blank in the following sentence: Social media experts say that not every comment on the Web by a customer merits a response. They recommend responding to posts only when you can add ________ – for example, by correcting false information or providing customer service.

101. Fill in the blank in the following sentence: To ensure your safety, please read the user manual before operating your replacement drill focuses on reader _______.

102. Fill in the blank in the following sentence: ________ messages express thanks, congratulations, recognition, and sympathy.

103. Fill in the blank in the following sentence: When a company receives a claim and decides to respond favorably, the response message is called a(n) ________.

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Chap 08_10e 104. Fill in the blank in the following sentence: A company's review of social media sites to gather data for the purpose of improving business strategy and customer service is called social _______.

105. Fill in the blank in the following sentence: You might want to avoid beginning with Will you please ... because, although such a statement sounds like a question, it is actually a disguised _________.

106. Fill in the blank in the following sentence: Action information and deadlines belong in the ________ of a routine request message.

107. Fill in the blank in the following sentence: Business letters are important when a permanent record is required, when a message is confidential, and when ________ is necessary.

108. Fill in the blank in the following sentence: Even in our digital era, claims written as ________ are taken more seriously than telephone calls or e-mails.

109. Fill in the blank in the following sentence: The most emphatic positions in a message are the opening and ________.

110. Fill in the blank in the following sentence: Remove the protective seal from the toner cartridge has been written in the ________, or command, mood.

111. Identify and explain the five Ss key to writing effective goodwill messages. Then, share two types of goodwill messages and write an effective example of each.

112. You are responsible for writing an instruction e-mail message that will outline the new procedures to log on to the company network. Develop a numbered list containing at least five steps. Your list should be written clearly using parallel structure.

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Chap 08_10e 113. Although e-mail is effective for both internal and external communication, many important messages still call for letters. Identify four situations calling for business letters and provide a workplace example of each.

114. Your company was charged twice last month for its rent. This amount is automatically deducted from your company's checking account, and you just noticed the double entry for June. You must write a claim letter to your landlord asking for a refund of $3,000. Write a clear, concise claim letter. Because you expect your landlord to agree readily, use the direct strategy. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.

115. You are a landlord for an office building. You just received a claim letter from a tenant asking for a refund of $3,000 for a duplicate rent payment in June. You check your records and find out that the June rent was deducted twice from the tenant's bank account. You think this must have been a bank error, but the double amount was transferred to your bank account. Write an adjustment letter to the tenant indicating that you are enclosing a refund check. Write only the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.

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Chap 08_10e Answer Key 1. False 2. True 3. True 4. True 5. False 6. True 7. True 8. True 9. False 10. False 11. False 12. False 13. False 14. False 15. True 16. False 17. True 18. True 19. False 20. True 21. False 22. False 23. True 24. True 25. True 26. True

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Chap 08_10e 27. False 28. False 29. False 30. True 31. b 32. b 33. a 34. b 35. a 36. b 37. b 38. b 39. b 40. c 41. d 42. a 43. b 44. c 45. c 46. d 47. b 48. b 49. d 50. b 51. b 52. d 53. b 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 08_10e 55. b 56. b 57. c 58. c 59. c 60. c 61. a 62. b 63. c 64. c 65. a 66. c 67. c 68. c 69. c 70. b 71. b 72. c 73. d 74. c 75. c 76. b 77. b 78. c 79. a 80. d 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 08_10e 83. c 84. b 85. b 86. b 87. b 88. c 89. a 90. c 91. goodwill 92. apologize 93. direct 94. short 95. direct 96. sincere 97. Claim 98. adjustment 99. feedback 100. value 101. benefits 102. Goodwill 103. adjustment 104. listening 105. command 106. closing 107. formality 108. letters 109. closing 110. imperative

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Chap 08_10e 111. Student answers will vary.

The five Ss dictate that goodwill messages should be: Selfless: Be sure to focus the message solely on the receiver, not on the sender.

Specific: Personalize the message by mentioning specific incidents or characteristics of the receiver.

Sincere: Let your words show genuine feelings. Use conversational language in your written message. Avoid pretentious, formal, or flowery language.

Spontaneous: Keep the message fresh and enthusiastic. Avoid canned phrases. Strive for directness and naturalness, not creative brilliance.

Short: Although goodwill messages can be as long as needed, try to accomplish your purpose in only a few sentences.

Types of goodwill messages include those expressing thanks, recognition, and sympathy. Student examples will vary, but should employ the five Ss. 112. Student answers will vary. Each step should begin with an action verb in the imperative mood.

Instructions for Logging on to the Company Network 1) Go to https://www.companynetwork.com.

2) Click on the "Log In" button.

3) Type in your user name (your employee ID number).

4) Type in your password (your six-digit birth date).

5) Click on the "Enter" button.

113. Student answers will vary.

Business letters are necessary when a permanent record is needed. For example, when a company enters into an agreement with another company, business letters introduce the agreement and record decisions and points of understanding. information is confidential. For example, when you must send a letter of recommendation that may contain confidential information, a business letter is preferred over other channels. formality is required. For example, when you have to deliver bad news to a client, business letters carry the nonverbal message that the writer considered the message to be significant. a persuasive, well-considered message is needed. For example, direct mail letters remain a powerful tool to promote services and products to customers and potential customers.

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Chap 08_10e 114. Student answers will vary.

Please issue a refund check for $3,000, which is the amount our company was overcharged for our rent in June 2015.

Our rent is automatically deducted from our checking account each month (Account No. xxxxxxxxx). In June, the $3,000 amount was deducted twice. Enclosed is a copy of our June bank statement with the double entry highlighted.

Please issue the refund check of $3,000 by July 20 so that we can deposit it before our next rent payment is due.

115. Student answers will vary. The letter should begin with a direct statement of action, include a brief explanation, and end with a goodwill message, as in the following example.

Enclosed is a check for $3,000 as refund for the double rent you paid in June 2022.

Our research shows that the automatic deduction for your rent was accidentally processed twice last month, and we have communicated with the bank to make sure that this doesn't happen again.

Thank you for informing us of this situation and permitting us to correct it.

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Chap 09_10e Indicate whether the statement is true or false.

1. Giving unhappy customers a chance to cool down is important, so companies should wait a few days to respond to a complaint. a. True b. False 2. Online customer complaint sites are losing momentum because customers no longer feel that they are heard. a. True b. False 3. You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter. a. True b. False 4. A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business. a. True b. False 5. Smart businesses rely on customer reviews posted on their company websites rather than those posted on social networks. a. True b. False 6. We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news. a. True b. False 7. Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern. a. True b. False 8. When organizations are involved in a crisis such as serious financial problems or public controversy, they should share relevant news with their employees before informing the public. a. True b. False

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Chap 09_10e 9. When you work for an organization, your words, decisions, and opinions are assumed to represent legally those of the organization.

a. True b. False 10. Employment rejection letters should provide the specific reasons the candidate was not selected. a. True b. False 11. Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message. a. True b. False 12. Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused. a. True b. False 13. An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence. a. True b. False 14. The following statement represents the most effective approach in offering an alternative: Although we do have a one-bedroom apartment available, we don’t have the two-bedroom apartment that you requested. a. True b. False 15. The closing of a bad-news message should reiterate the apology so that you seem sincere. a. True b. False 16. When you have negative news to deliver, one of your first considerations is how the message will affect its receiver. a. True b. False 17. The reasons for refusing credit should always be clearly explained. a. True b. False

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Chap 09_10e 18. Because Alexis knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern. a. True b. False 19. To be actionable (likely to result in a lawsuit), abusive language must be false. a. True b. False 20. The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection. a. True b. False 21. Priscilla must turn down a request for a charitable contribution, and she’s not sure how her reader will respond.

She should, therefore, use the direct strategy for her message. a. True b. False 22. You should avoid apologizing in a negative-news message because doing so admits fault or responsibility. a. True b. False 23. Although I am unable to speak to your class next month, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause. a. True b. False 24. A customer's demand for a full refund is an example of a claim. a. True b. False 25. Because bad news can be difficult for a reader to accept, it should always be delivered using the indirect method. a. True b. False 26. A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message, allowing the writer to explain further. a. True b. False 27. The most important part of a negative-news message is the section that explains the reasons for the bad news. a. True b. False

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Chap 09_10e 28. A good technique for de-emphasizing negative news is to place it at the end of a paragraph. a. True b. False 29. Communication is unethical when the sender has the intent to deceive. a. True b. False 30. You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that might lead to legal difficulties? a. She is guilty of the "good-guy syndrome." b. She has used careless language. c. She has used abusive language. d. She has done nothing wrong.

32. Jeannie must deliver bad news to her staff in person, and she knows they’ll be upset. What should Jeannie do first to prepare for the meeting? a. Practice what she will say during the meeting. b. Call each staff member to give them fair warning that bad news is coming. c. Gather all relevant information. d. Share the news with selected staff members to see how they feel.

33. Cassandra will be writing a bad-news letter to a customer and wants to follow the four-part indirect plan. In what order should she organize her letter? a. Bad news, reasons, buffer, closing b. Buffer, bad news, reasons, closing c. Buffer, reasons, bad news, closing d. Reasons, bad news, buffer, closing 34. Not responding to a prospective employer in an effort to avoid informing them that you have accepted another position is called _______. a. reneging b. strategizing c. dismissing d. ghosting

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Chap 09_10e 35. What is the best advice for delivering bad news? a. Use the active voice. b. Don't imply the bad news because it may be overlooked. c. Suggest a compromise or alternative. d. Describe what can't be done in great detail to ensure that your message is clear.

36. You should explain the reasons for a negative message except in job refusals and ________. a. problems with customer orders b. credit denials c. refusals of routine workplace requests d. communication involving layoffs 37. ________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages. a. Sympathy b. Empathy c. Regret d. Rapport 38. Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message. a. editing b. proofreading c. evaluating d. composing 39. Peter must deny an employee’s request to work from home two days a week. What is the best way to begin this bad-news message? a. I have in my hand your letter of May 31 in which you ask to work from home two days a week. b. You are an extremely valued member of our team, and we all benefit from being able to work with you face-to-face on a daily basis. c. Thank you for your request.. d. No, I cannot allow you to work from home two days a week.

40. Which of the following is an appropriate statement when saying no to job applicants? a. Other candidates were much more experienced with the social media tools that are used in our organization. b. We appreciate your interest in our company and wish you every success in your job search. c. I am sorry to inform you that you were not selected for the position of social media marketing coordinator. d. Even though you were a top candidate for the position, we're sorry to say that someone else was selected.

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Chap 09_10e 41. Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization? a. Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year. b. I regret to inform you that I am unable to speak to your professional organization. c. I'm not interested in addressing your professional organization. d. Although I'm not authorized to tell you why, I can't speak at your dinner.

42. The most important part of a bad-news letter is ________. a. a good buffer that starts the letter positively b. the professional letterhead on which it is printed c. a closing that ends the letter on a positive note d. the section that explains the reasons for the bad news 43. Which of the following is the best example of an effective buffer in a bad-news letter telling a job applicant that she didn't get the position for which she interviewed? a. Thank you for your application of March 13, wherein you applied for the medical clerk position. b. We are very sorry to have to tell you that the medical clerk position has been filled. c. We enjoyed meeting you last week to discuss your qualifications for the medical clerk position. d. We are absolutely thrilled to have an applicant with your exceptional qualifications.

44. In which of the following sentences has the bad news been placed in a subordinate clause? a. Although our wellness program must be discontinued, all other benefits will remain the same. b. Although all other benefits will remain the same, we must discontinue our wellness program. c. Our wellness program must be discontinued. d. We are sorry to announce that our wellness program must be discontinued.

45. Goals in communicating negative news should include helping the receiver understand the news, showing your desire to continue pleasant relations with the receiver, and ________. a. buffering the negative news in all situations b. ceasing communication with the receiver c. hiding the real reason for the negative news d. maintaining a professional and positive image of you and your corporation 46. What statement about delivering bad news within an organization is most accurate? a. A tactful tone is useful when communicating bad news within organizations. b. Bad news within organizations should always be delivered using the direct organizational pattern. c. Generally, bad news within organizations is better received when the reasons are given after the bad news. d. Bad news within organizations should always be delivered in writing.

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Chap 09_10e 47. Goldstar Investments has just learned that it is being sued for securities fraud. After gathering information and confirming the lawsuit, what should top management at Goldstar do next? a. Wait for the word to get out via social media before acting. b. Have someone leak the news to the media. c. Hold a press conference to announce the bad news to the public. d. Inform all Goldstar employees either personally or via electronic messages.

48. Select the best buffer to open a letter that refuses a request from a local nonprofit organization for a charitable donation. a. This is to inform you that your kind letter of May 14 has been directed to me for reply. b. We have received your letter requesting a donation to your annual fund-raiser. c. The services you provide for homeless families in our community are necessary and important. d. Although we admire what your organization does for our community, unfortunately, we are unable to donate to your fund-raiser at this time.

49. What is the best advice for closing a bad-news letter? a. Apologize profusely to the reader. b. Give a clear explanation of the reasons for the bad news. c. Restate the bad news to make sure that the reader understands it. d. Close with a forward-looking statement that assumes future business.

50. Which of the following statements is an example of resale in the closing paragraph of a bad-news message? a. The product you ordered is no longer in stock. b. You chose our best-selling model. c. We are happy to send you an alternative product. d. Because we are out of the product you ordered, we are referring you to our competitor.

51. Most job refusal letters ________. a. use the indirect strategy b. give concrete reasons for not hiring the candidate c. provide as much information as possible d. mention the name of the person who was hired for the position 52. The purpose of a buffer statement in a negative message is to ________. a. ensure that the company avoids legal liability. b. reduce the reader's shock or pain related to the bad news. c. inform the reader of the reasons for the bad news. d. explain company policy regarding the bad-news message.

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Chap 09_10e 53. What do most companies do first to control damage when a problem arises? a. Consult the company's legal counsel. b. Call or e-mail the individual involved. c. Write a letter to the individual involved. d. Ignore the problem if it is unlikely to happen again.

54. Roger’s company will be raising the prices of its basic services, and Roger must write to customers to inform them of these increases. What is the most important thing he should do when writing this message? a. Prove that all his competitors are raising prices too. b. Explain the reasons and hook the increase to benefits. c. Apologize to his customers. d. Promise a rate decrease in the future when the economy improves.

55. The key to ethical communication lies in ________. a. the tone of the message b. the organization of the message c. the predisposition of the receiver d. the motives of the sender 56. Which is the most effective statement in a letter to a customer denying a claim? a. If you had followed the instructions, you wouldn't have overheated the battery pack. b. You can purchase a replacement battery pack at a 30 percent discount. c. Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse. d. We apologize, but, unfortunately, we cannot replace your battery pack at this time.

57. The direct strategy should be used to communicate negative news when ________. a. the news may provoke a hostile reaction b. the news affects the receiver personally c. firmness is necessary d. the news could threaten the customer relationship 58. Which of the following sentences most effectively implies the refusal? a. I'm sorry that I won't be able to speak at your annual conference, but I'd like to be considered in future years. b. Although I'll be in Southeast Asia on business on the date of your annual conference, I could speak to members prior to that date. c. Although I am unavailable to speak at your annual conference, I can recommend another speaker. d. Thank you for your kind invitation to speak at this year's annual conference.

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Chap 09_10e 59. Which of the following is the best advice when presenting the reasons for the bad news? a. Whenever possible, cite company policy as the reason for the bad news because most people willingly accept this reason. b. Do not present the reasons for the bad news; instead, focus solely on presenting the bad news sensitively. c. Use words such as impossible, regret, and unfortunately to make your point clear. d. Cite reader or other benefits if plausible.

60. When writing a letter to a customer denying credit, you should have four goals. Which of the following is not one of these goals? a. Ensuring the customer that credit will be granted in the future b. Retaining the customer on a cash basis c. Avoiding language that causes hard feelings d. Avoiding disclosures that could cause a lawsuit 61. Chuck sent a letter to a teacher who had requested a tour of his company. In the letter he included the sentence Although we would love to have your class visit our company, much of the work area is too dangerous for group tours. What has Chuck done that might lead to legal difficulties? a. He has denied a professional request. b. He has used careless language. c. He has used abusive language. d. He has done nothing wrong.

62. Select the best subject line for a memo delivering bad news to employees. a. Discontinuation of Free Parking b. Change in Parking Benefit c. Parking d. Major Reduction in Parking Privileges 63. Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid? a. We cannot ship your order until we receive your payment. b. Your order will be canceled unless we receive your payment right away. c. As soon as we receive your payment, we'll ship your order. d. When are you going to submit payment?

64. When writing to a customer about a problem with an order, you should ________. a. use the direct pattern if the message has some good-news elements b. use the indirect pattern if the message has some good-news elements c. always use the direct pattern d. always use the indirect pattern

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Chap 09_10e 65. The major differences between the direct and indirect strategies are whether you start with a buffer and ________. a. whether you apologize b. whether you address the reader by name c. whether you accept blame for the bad news d. how early you explain the reasons for the negative news 66. You are opening a new restaurant and realize that customers might post reviews online. What should you do? a. Refer customers who post negative comments to your competitors. b. Instruct your employees to stay off of social media. c. Use social media sites to interact with customers. d. Avoid responding to comments on social media sites until after you have been open several months.

67. Which of the following is the best advice during Phase 1 of the writing process when delivering negative news? a. One of your first considerations should be to determine how the message will affect the receiver(s). b. To show sensitivity, you should always deliver bad news using the indirect method. c. Delivering the news via letter on company stationery would likely be regarded as impersonal and unprofessional. d. You should choose words and phrases that address readers collectively rather than as individuals.

68. ________ is the term referring to abusive language that may result in a lawsuit. a. Careless b. Actionable c. Legal d. Direct 69. You’re not sure how your reader will react to the bad news you will be delivering. What should you do? a. Organize the bad-news message using the direct strategy. b. Organize the bad-news message using the indirect strategy. c. Send the bad news via e-mail. d. Call the reader to confirm what her reaction will be before writing the message.

70. The bad feelings associated with disappointing news can generally be reduced if the receiver ________. a. believes that the matter was treated seriously and fairly b. feels the news was revealed sensitively c. knows the reasons for the rejection d. All of these choices apply.

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Chap 09_10e 71. Wesley has included this opening statement in a bad-news message to a client: We both realize that the current economic downturn has resulted in lower stock prices. What kind of buffer is this? a. Compliment b. Agreement c. Appreciation d. Praise 72. The ________ and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining the decision. a. PATRIOT b. Class Action Fairness c. Fair Credit Reporting d. Sarbanes-Oxley 73. Deciding whether to use the direct or indirect strategy and thinking through the reasons for the bad news are examples of ________. a. prewriting b. composing c. revising d. softening 74. Which of the following would be the most effective statement in a letter refusing a local organization’s request for a charitable donation? a. Even though our budget won't allow a contribution this year, we hope to be able to contribute next year. b. Please accept our sincerest apologies for being unable to donate to your cause. c. We are unable to contribute this year because of budget constraints. d. Unfortunately, company policy prevents us from donating to your cause.

75. What is the most accurate statement about keeping the indirect strategy ethical? a. The indirect organizational strategy is unethical and manipulative because the writer deliberately delays the main idea. b. When you use the indirect strategy, your motives are to deceive the reader and to hide the news. c. Because the indirect strategy provides a setting in which to announce bad news, it should be used to avoid the truth. d. By delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.

76. Which of the following sentences uses the passive voice to present the bad news? a. We are unable to interview you for the social media specialist position at this time. b. Although we were impressed with your application, we have no positions available at this time. c. Although the social media specialist position has been filled, we wish you well in your job search. d. We are not hiring at this time, even though we are impressed with your credentials.

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Chap 09_10e 77. Shannon was angry about something that happened at work and called her boss a “fraudster” and a “criminal” on her personal Facebook page. What has Shannon done that might lead to legal difficulties? a. She is guilty of the "good-guy syndrome." b. She has used careless language. c. She has used abusive language. d. She has done nothing wrong.

78. A customer has posted a negative comment on your company’s Facebook page about her dissatisfaction with the customer service she received. What should you do? a. Delete the comment immediately before too many people see it. b. File a lawsuit against the customer for libel. c. Reply to the customer’s post within 24 hours. d. Ignore the comment.

79. Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to confront the employee tactfully, professionally, and safely? a. Gerald should prepare and rehearse what he will say. b. Gerald should go alone to the meeting with the employee so that no one else knows about the episode. c. Gerald should meet with the employee on a Friday afternoon so that they can both go home right after. d. Gerald should inform Human Resources of the violation and begin the termination process before speaking with the employee.

80. In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be ________. a. slander b. libel c. positive d. harmless 81. The indirect strategy should be used to communicate negative news when ________. a. firmness is necessary b. the bad news is personally upsetting c. the receiver may overlook the bad news d. the bad news is expected 82. The important steps in announcing price hikes or rate increases are explaining the reasons and hooking the increase to _______. a. benefits b. company profitability c. community need d. employee wellness

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Chap 09_10e 83. Katie makes an abusive statement about David. This language may be actionable if Katie's statement is false, if she sends the message by e-mail to another employee, and if ________. a. the message is a minimum of five sentences long b. she denies making the statement c. Katie’s statement is damaging to David’s reputation d. other employees believe her accusations about David 84. Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be a. No, you may not be reimbursed for the extra night you stayed after the conference ended. b. We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended. c. Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately. d. Please be advised that your extra night stay is not reimbursable.

85. Michelle must write a bad-news message to her staff telling them that their hours next month will be reduced.

She has just completed Phase 1 of the prewriting process and is beginning Phase 2. What should she do first? a. Write the rough draft of her message. b. Select an appropriate color of stationery that will be calming to the reader. c. Analyze the bad news to determine how it will affect the reader. d. Gather information and brainstorm ways to present the reasons for the bad news.

86. The best placement for a statement of bad news in a message is ________. a. in a subordinate clause. b. at the beginning of a sentence. c. at the end of a paragraph. d. at the beginning of a paragraph.

87. A company must deliver negative news about revisions to the vacation policy to hundreds of employees quickly.

Which of the following communication channels would be most effective? a. An e-mail b. Personal phone calls c. A mailed letter on company stationery d. A memo posted in the company break room 88. Which of the following statements would be most effective in the closing of bad-news message? a. Again, we apologize for the inconvenience we have caused you. b. Our products do not go on sale, but we hope you will continue to shop with us. c. We hope you enjoyed our fresh meal ingredients and are sorry to lose you as a customer. d. Because we want you to continue enjoying our healthy, easy-to-prepare meals, we are enclosing a coupon for your next order.

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Chap 09_10e 89. Select the most accurate statement about negative messages. a. An employee's words, decisions, and opinions are assumed to represent those of the organization. b. If you want to communicate your personal feelings or opinions, use company letterhead to give yourself more credibility. c. To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging. d. In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.

90. To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are ________. a. as specific as possible b. written using the direct strategy c. general, simple, and short d. form letters Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: Business communicators should use the ________ organizational pattern to deliver bad news when the news will be personally upsetting, will provoke a hostile reaction, will threaten the customer relationship, or is unexpected.

92. Fill in the blank in the following sentence: When abusive language is spoken, it's called ________.

93. Fill in the blank in the following sentence: One useful technique for reducing the pain associated with a negative-news message is to place the refusal in a(n) ________ clause.

94. Fill in the blank in the following sentence: ________ is the ability to understand and enter into the feelings of another.

95. Fill in the blank in the following sentence: A ________ is a neutral or positive opening that reduces shock or pain and does not reveal the negative news.

96. Fill in the blank in the following sentence: To avoid charges of discrimination or wrongful actions, legal advisors urge organizations to keep employment rejection letters general, simple, and ________.

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Chap 09_10e 97. Fill in the blank in the following sentence: Closing a bad-news message with a statement such as Visit our website soon for our summer concert schedule uses ________ information or sales promotion to encourage the customer's continued patronage.

98. Fill in the blank in the following sentence: Learning of major events affecting their jobs through the grapevine rather than from management can destroy employee ________.

99. Fill in the blank in the following sentence: ________-voice verbs are effective in many bad-news messages because they enable you to highlight the action rather than focusing attention on a person.

100. Fill in the blank in the following sentence: The key to ethical communication lies in the ________ of the sender.

101. Fill in the blank in the following sentence: When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ________ organizational pattern should be used.

102. Fill in the blank in the following sentence: Without a sound explanation of the __________ for denying a request, refusing a claim, or revealing other bad news, a message will fail, no matter how cleverly it is organized or written.

103. Fill in the blank in the following sentence: If you’re not sure how your reader will react to a request refusal, use the ________organizational strategy.

104. Fill in the blank in the following sentence: Abusive language that is written is called ________.

105. Fill in the blank in the following sentence: The closing of a negative-news message should include a pleasant statement that promotes _________.

106. Fill in the blank in the following sentence: One way to soften negative news in a message is by suggesting a compromise or ________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.

107. Fill in the blank in the following sentence: ________ is the legal term for any false statement, written or spoken, that harms an individual's reputation.

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Chap 09_10e 108. Fill in the blank in the following sentence: Offering ________ when apologizing to a customer involves explaining concretely what you will do to make things right.

109. Fill in the blank in the following sentence: Two important steps in announcing rate hikes or price increases are explaining the reasons and hooking the increase to_______.

110. Fill in the blank in the following sentence: In asking yourself if your message is too blunt or too subtle, you are ________ the message.

111. List three situations when the direct organizational pattern can effectively be used to deliver negative bad news; then give an original workplace example of each.

112. Many techniques can be used to cushion bad news. List four of these techniques, and give an original example of each.

113. When bad news involves one person or a small group nearby, you should generally deliver that news in person.

Identify and briefly discuss four strategies suggested in the chapter for doing so tactfully, professionally, and safely.

114. Several techniques can be used to close a bad-news message positively. List four of these techniques and give an original example of each.

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Chap 09_10e 115. When communicating bad news, business communicators have five important goals. List and explain four of these goals.

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Chap 09_10e Answer Key 1. False 2. False 3. False 4. True 5. False 6. False 7. True 8. True 9. True 10. False 11. True 12. False 13. True 14. False 15. False 16. True 17. False 18. False 19. True 20. True 21. False 22. False 23. True 24. True 25. False 26. False

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Chap 09_10e 27. True 28. False 29. True 30. False 31. a 32. c 33. c 34. d 35. c 36. b 37. b 38. c 39. b 40. b 41. a 42. d 43. c 44. a 45. d 46. a 47. d 48. c 49. d 50. b 51. a 52. b 53. b 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 09_10e 55. d 56. b 57. c 58. b 59. d 60. a 61. b 62. b 63. c 64. a 65. d 66. c 67. a 68. b 69. b 70. d 71. b 72. c 73. a 74. a 75. d 76. c 77. c 78. c 79. a 80. b 81. b 82. a Copyright Cengage Learning. Powered by Cognero.

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Chap 09_10e 83. c 84. c 85. d 86. a 87. a 88. d 89. a 90. c 91. indirect 92. slander 93. subordinate 94. Empathy 95. buffer 96. short 97. resale 98. morale 99. Passive 100. motives 101. direct 102. reasons 103. indirect 104. libel 105. goodwill 106. alternative 107. Defamation 108. restitution 109. benefits 110. evaluating

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Chap 09_10e 111. Student answers will vary but must include three of the following four situations.

When the bad news is not damaging Example: You must tell your staff that the parking lot is being repaved and that they'll have to park on the street for three days.

When the receiver may overlook the bad news Example: You know your reader receives numerous messages every day, usually just skimming them, and you have an important notice about a procedural change that must be communicated immediately.

When the organization or receiver prefers directness Example: You work for an organization that expects all internal messages to be straightforward with no frills.

When firmness is necessary Example: You are writing the fourth letter in a series of collection letters to a customer whose account is now severely past due.

112. Student answers will vary but should include four of the following techniques: Place the bad news in the middle of a paragraph.

Example: We just learned that when our contract with Park-Ur-Self expires in two months, the annual rate will increase by 20 percent. Because our profits are down this year, we will no longer be able to afford the cost of this contract. We have, therefore, come up with several ways that you can keep your parking and commute costs down.

Put the bad news in a subordinate clause.

Example: Although I am unable to speak to your class next week, I am available near the end of the month to make a classroom presentation.

Use the passive voice.

Example: An error in the 2014 financial statements was discovered.

Accentuate the positive.

Example: We'll ship your order as soon as we receive your purchase order.

Imply the refusal.

Example: I'll be attending a conference in San Francisco on the date of your annual dinner.

Suggest a compromise or alternative.

Example: Although your credit application cannot be approved, we suggest you reapply with a suitable cosigner.

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Chap 09_10e 113. Student answers will vary and should discuss four of the following.

Gather all the information. Cool down and have all the facts before marching in on the boss or confronting someone.

Remember that every story has two sides.

Prepare and rehearse. Outline what you plan to say so that you are confident, coherent, and dispassionate.

Explain: past, present, future. If you are telling the boss about a problem such as the computer crash, explain what caused the crash, the current situation, and how and when you plan to fix it.

Consider taking a partner. If you fear a shoot-the-messenger reaction, especially from your boss, bring a colleague with you. Each person should have a consistent and credible part in the presentation. If possible, take advantage of your organization’s internal resources. To lend credibility to your view, call on auditors, inspectors, or human resources experts.

Think about timing. Don’t deliver bad news when someone is already stressed or grumpy. Experts also advise against giving bad news on Friday afternoon when people have the weekend to dwell on it.

Be patient with the reaction. Give the receiver time to vent, think, recover, and act wisely.

114. Student answers will vary but should include four of the following techniques.

End with a forward-looking thought.

Example: We look forward to continuing to assist you with your global expansion needs.

If an alternative exists, end your letter with follow-through advice.

Example: We would be happy to give you advice for submitting your scholarship application next year.

Offer good wishes.

Example: We wish you the best in finding an exciting and challenging position in the hospitality industry.

Offer freebies.

Example: Enclosed is a coupon for 20 percent off your next purchase at Eddie Bauer.

Provide resale or sales promotion information.

Example: Be sure to visit our website soon for a preview of our exciting new products.

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Chap 09_10e 115. Student answers will vary but should include four of the following five important goals.

Explaining clearly and completely. Your message should be so clear that the receiver understands and, in the best case, accepts the bad news. The receiver should not have to call or write to clarify the message.

Projecting a professional image. You will strive to project a professional and positive image of yourself and your organization. Even when irate customers use a threatening tone or overstate their claims, you must use polite language, control your emotions, and respond with clear explanations of why a negative message was necessary.

Conveying empathy and sensitivity. Bad news is better accepted if it is delivered sensitively.

Use language that respects the receiver and attempts to reduce bad feelings. Accepting blame, when appropriate, and apologizing go far in smoothing over negative messages. But avoid creating legal liability or responsibility for yourself or your organization.

Being fair. Show that the situation or decision was fair, impartial, and rational. Receivers are more likely to accept negative news if they feel they were treated fairly.

Maintaining friendly relations. Make an effort to include statements that show your desire to continue pleasant relations with the receiver.

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Chap 10_10e Indicate whether the statement is true or false.

1. A manager who persuades employees to accept pay cuts because of low profits but fails to reveal executive bonuses is demonstrating unethical behavior. a. True b. False 2. E-mail marketing is less expensive than direct-mail marketing. a. True b. False 3. A local lending corporation supports the community would be an effective opening statement for a press release. a. True b. False 4. In a sales letter promoting its new hybrid vehicle, a car company stated: Our new hybrid model will save you hundreds of dollars annually on gas. This sentence focuses on direct benefits. a. True b. False 5. Would you like to reduce your daily commute time? is an effective approach for the opening paragraph of a sales message. a. True b. False 6. An effective way of dealing with price is to delay mentioning it until after you've created a desire for the product or service. a. True b. False 7. Amanda is writing a claim letter about unsatisfactory service she received at a recent business dinner. She should enclose a copy of her restaurant receipt. a. True b. False 8. Social media are well suited for overt selling. a. True b. False 9. Our fuel-efficient tires can reduce your gasoline expenses is an example of an emotional appeal. a. True b. False

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Chap 10_10e 10. Rational appeals are generally appropriate when a product is expensive or important to health, security, or financial success. a. True b. False 11. If you expect resistance or need to educate the reader, use the direct approach for your persuasive message. a. True b. False 12. A claim message should close with a clear statement of what you want done (a refund, replacement, or credit to your account, for example). a. True b. False 13. Businesses should send e-mail marketing messages only to recipients who have given permission. a. True b. False 14. The first step in planning a persuasive message is determining the purpose. a. True b. False 15. Persuasive techniques in the digital age involve the use of flattery, empathy, nonverbal cues, and likability appeals. a. True b. False 16. An advantage of attempting to persuade through writing (vs. face to face) is that you can think through your purpose and prepare a more thoughtful and controlled message. a. True b. False 17. Anticipating resistance from your audience is unnecessary for most persuasive messages. a. True b. False 18. Managers trying to persuade employees should use words such as should and must to make their messages more powerful. a. True b. False 19. In a practical sense, effective persuasion shows how you can help solve a problem or make life easier for your audience. a. True b. False

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Chap 10_10e 20. A P.S. (postscript) is an effective location for your strongest motivator in a sales message. a. True b. False 21. Paul wants to convince the members of his staff to participate in the company wellness program. He should use an indirect organizational pattern to persuade the staff. a. True b. False 22. An effective press release aims to appeal to a wide audience rather than focusing on a targeted audience. a. True b. False 23. Direct-mail (vs. e-mail) sales messages are shown to have higher customer response rates. a. True b. False 24. A successful persuasive message typically takes more space than a direct informational message. a. True b. False 25. The first step in applying the indirect (AIDA) strategy for persuasive messages involves overcoming any resistance the reader might have. a. True b. False 26. To overcome resistance most effectively, a message should directly address every possible objection your reader might have. a. True b. False 27. To receive complimentary breakfast each morning of your stay, please complete your booking by April 30 effectively motivates action in the closing of a sales letter. a. True b. False 28. The direct pattern is best when a past claim has been refused or ignored or if you anticipate reluctance to your claim. a. True b. False 29. In the digital age, businesses have moved toward stricter corporate hierarchies and clearer lines of authority. a. True b. False

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Chap 10_10e 30. AIDA applies to persuasive messages that are written using a direct organizational strategy. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Which of the following statements about building interest in persuasive messages is most accurate? a. After capturing attention, a persuasive request must retain that attention and convince the audience that the request is reasonable. b. In a persuasive message, the section that builds interest should be no longer than one paragraph. c. Persuasive requests are likely to be shorter than direct requests. d. Indirect benefits are rarely successful in building reader interest.

32. Which of the following statements about complaint messages is most accurate? a. Complaint messages should not include attachments; the body of your message alone must make your case effectively. b. An effective complaint message makes a reasonable and valid request and presents a logical case with clear facts. c. Anger and emotion are effective persuaders in complaint messages. d. Complaint messages should open by stating exactly what you want done.

33. When price is an obstacle, the most effective sales messages reduce resistance by ________. a. mentioning the price right away to show that you have nothing to hide b. showing the price in smaller units c. not mentioning the price at all d. sending your readers to your competitors' websites to compare prices 34. Which of the following messages moving downward from superiors to subordinates will most likely require persuasion? a. Telling employees that they must follow a new procedure for submitting expense claims b. Telling employees to change their passwords every six weeks c. Telling employees that they must learn how to operate the new copy machine d. Requesting that employees participate in a charity 5K run that takes place outside of work hours 35. Which is the most accurate statement about corporations in the current digital age? a. The lines of authority are blurry in today’s information-age workplaces, and the roles of executives are changing. b. Today's rank-and-file employees rely on their managers to be information providers. c. The direct pattern of persuasion should always be used when communicating with your immediate supervisor. d. Today’s executives will likely rely on the power of position when issuing commands to subordinates.

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Chap 10_10e 36. Candace is writing a proposal for her board of directors to request that her company implement a wellness program. The first thing she should do is to ________. a. decide on the purpose of her proposal. b. prepare an outline. c. compose a rough draft of the proposal. d. gather information to include in the proposal.

37. In persuading the owner of your company to allow you to telecommute, which of the following illustrates an indirect benefit to the reader? a. The time I save commuting would be spent working on company business. b. Because I'll be working in my quiet home environment, my productivity will increase. c. Because I will not require an on-site office or company equipment, the company will experience a reduction in expenses. d. My working from home will reduce carbon emissions and help to protect the environment.

38. Nicole wants to ask her boss if she can telecommute two days a week, but she's afraid her boss will oppose her request. What should she do first in her written request? a. Reduce resistance b. Gain attention c. Motivate action d. Build interest 39. In a letter advertising its recycling services, The Greenfield Recycling Company stresses that customers will feel the satisfaction of knowing that they have helped to preserve the environment. This persuasive technique relies on ________. a. direct benefits to the reader b. expert opinion c. facts and statistics d. indirect benefits to the reader 40. AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, ________, and action of the audience. a. direction b. desire c. deduction d. discernment 41. The manager of a bookstore plans to use e-mail to send an online sales message announcing a special sale.

What is the best advice to make this e-marketing campaign successful? a. Leave the subject line blank so that readers will be curious enough to open the message. b. Build interest by placing the most important information near the end of the message. c. Send the e-mail sales message only to those who have given permission. d. Include at least eight to ten central selling points to overcome any resistance.

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Chap 10_10e 42. The most effective sales messages follow which pattern? a. Gain attention, build interest, elicit desire and reduce resistance, motivate action. b. Gain attention, motivate action, elicit desire and reduce resistance, build action. c. Gain attention, elicit desire and reduce resistance, build interest, motivate action. d. Build interest, gain attention, elicit desire and reduce resistance, motivate action.

43. Which of the following would be a direct benefit to an author for accepting an invitation to speak at an event? a. Building goodwill with the event planner b. "Giving back" to loyal readers c. Sharing an inspiring message d. Selling and signing books at the event 44. Which of the following statements would be the best closing for a persuasive claim or complaint letter? a. If my claim is not granted, I will leave negative reviews on every social media site that I can find. b. Please credit my account for $256 by August 31, which is when my next billing cycle begins. c. My attorney is eagerly waiting to see whether my claim is granted. d. Please get back to me at your earliest convenience.

45. Which of the following is an effective way for persuasive writers and speakers to establish credibility with an audience? a. Establish their expertise. b. Offer counterarguments. c. Request a response from the receiver. d. Suggest new ideas, directives, or recommendations for change that will be of interest to the audience.

46. Which message would be most effective when organized indirectly? a. An e-mail message informing employees about a change in summer work hours b. An announcement about management training seminars being offered to employees c. An e-mail message asking employees to donate to a local charity through payroll deductions d. An e-mail message telling employees that carpools are being organized 47. Which of the following will most likely require persuasion within an organization? a. A supervisor tells her staff that they must work overtime to complete a project by the deadline. b. A team leader tells other team members how to upload information to the company website. c. An employee proposes a tuition reimbursement program to the company's board of directors. d. The CEO invites all employees to a holiday party.

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Chap 10_10e 48. Effective persuaders may choose from different organizational strategies to get the results they want. Which of the following is the most accurate statement about organizational patterns? a. When writing a persuasive message, always use the indirect organizational strategy. b. If you are asking for something that you know will be approved, use the indirect organizational strategy. c. When you expect resistance or when you need to educate the receiver, use the indirect organizational pattern. d. The organizational strategy used is unimportant in persuasive messages.

49. To start your home water delivery service immediately, call us at 1-800-555-1111 is an example of ________. a. reducing resistance b. motivating action c. gaining attention d. building interest 50. In which of the following situations is the writer being unethical? a. Phillip convinces his employees that they will need to take a 3 percent pay cut but truthfully promises them that it will only be temporary. b. Taylor writes an e-mail message focusing on a small perk offered in the new health coverage, but she deliberately de-emphasizes a reduction in total coverage. c. Shane interviews four people but cites only the three who have the necessary qualifications in her recommendation report. d. Instead of writing a standard e-mail message, a CEO releases a video that explains major changes in the company.

51. The use of words, signs, and images infused with meaning is evidence that persuasion is a(n) _______ process. a. manipulative b. symbolic c. unethical d. nonverbal 52. When you are writing to complain about something and you're worried that your reader might be reluctant to grant your claim, you should use ________. a. the indirect strategy b. the direct strategy c. both direct and indirect appeals d. passionate appeals

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Chap 10_10e 53. Alisha is writing a sales message to advertise the services provided by the day spa she manages. In the letter she mentions rest, relaxation, and spoiling oneself for the day. Alisha is using what type of appeal? a. Rational appeal b. Emotional appeal c. Dual appeal d. Logical appeal 54. The key ingredient of a press release is ________. a. advertising b. research c. news d. company benefits 55. Effective, ethical persuasion involves _______. a. the ability to coerce b. manipulation of others c. ignoring reasons for resistance d. allowing others to self-influence 56. Dillon wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message? a. Is this the direct approach? b. What’s in it for me? c. Where else can I purchase this product or service? d. Is this approach ethical?

57. Corinne is writing a persuasive message to her staff and includes the opening sentence Your hard work in planning last month's trade show made it the most successful we have ever had. She is gaining her reader's attention by using what type of opening statement? a. A description of the problem b. A compliment c. A reader benefit d. A stimulating question 58. Sheila is writing a persuasive message to potential customers and opens with this sentence You can reduce your monthly energy bill by 30 percent or more. She is gaining the reader's attention by using what type of opening statement? a. A description of the problem b. A compliment c. A reader benefit d. A stimulating question

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Chap 10_10e 59. Adam is writing a proposal to the board of directors about an idea he has for a new product line. Which of the following would be most effective in persuading the board members to adopt his idea? a. Avoid using facts and figures as it may bore or confuse his readers. b. Show how his proposal will increase company revenues. c. Avoid mentioning any risks involved because doing so might scare the audience. d. Include a list of every reason a reader may have for resistance to show he has analyzed his audience.

60. A "limited-time offer" is an example of which psychological trigger that influences people to act or believe? a. Commitment b. Social proof c. Scarcity d. Authority 61. Which of the following approaches to submitting a recommendation to your boss focuses on a direct benefit? a. Backing up your suggestions with facts and evidence. b. Emphasizing how your idea saves the company money. c. Stating your suggestions confidently and fairly. d. Anticipating reasons for resistance.

62. The best press releases ________. a. concentrate only on advertising a company's products b. emphasize the most important information by placing it near the end c. use the journalistic approach by answering the five Ws and one H in the first sentence d. focus on information that appeals to a target audience 63. Which of the following situations requires use of the AIDA (indirect) strategy? a. An invitation to a local politician to speak at your professional organization's awards banquet b. An e-mail message asking for information about membership in a professional organization c. A letter requesting a copy of your credit report d. A refund request for an item that you never received 64. In persuading a busy executive to visit a college class, which of the following illustrates a direct benefit to the reader? a. You will be helping students learn about the finance field. b. You will receive a $500 honorarium. c. We would appreciate your giving up your time, and we are grateful for your efforts. d. You would earn the respect of all your colleagues.

65. Which of the following is true about persuasion in the digital age? a. The volume and reach of persuasive messages have become limited. b. Persuasion is less complex and personal. c. Persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals. d. Only organizations with dedicated sales teams are in the persuasion business.

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Chap 10_10e 66. The statement A Kodak all-in-one printer may cost a little more, but you'll pay far less for replacement ink than you will with other printers ________. a. builds interest in a product b. gains attention by describing a problem c. reduces resistance d. motivates action 67. Which of the following sentences best motivates action in a persuasive message? a. We know that you'll want your employees to complete our ethics training program, so we'll drop by tomorrow to finalize the contract. b. If you think that our ethics training program might benefit your employees, we hope you'll consider hiring us. c. The ethics training we provide will help your employees effectively resolve workplace-related ethical dilemmas. Please call me by August 1 so that your training sessions can begin by August 15. d. Our new ethics training program has been very well received by your competitors.

68. Which of the following sequences works best for most persuasive messages? a. Motivate action, gain attention, build interest, request order b. Gain attention, build interest, elicit desire and reduce resistance, motivate action c. Build interest, gain attention, motivate action, elicit desire and reduce resistance d. Gain attention, build interest, motivate action, request order 69. Byron has ended a sales message with the sentence Book your vacation by May 15 to receive a seventh night free. What technique is he using to motivate action? a. Guaranteeing satisfaction b. Limiting the offer c. Setting a deadline d. Promising an incentive 70. Which of the following would be the best way to begin a persuasive claim or complaint letter? a. Open with an objective statement of the problem. b. Open with a detailed chronology of what happened. c. Open with a statement that clearly shows your frustration with the situation. d. Open with a passive voice construction such as The wrong item was received.

71. Messages flowing downward such as information about procedures, equipment, or customer service generally use ________. a. the indirect strategy b. the direct strategy c. monetary bribes d. skillful appeals to indirect benefits

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Chap 10_10e 72. Heather wants to convince her supervisor to invest in new smartphones for the sales staff. What is the best thing Heather can do in her proposal? a. Tell her supervisor that the cost of the new smartphones is a good deal. b. Tell her supervisor how happy she and the others on the sales staff would be with new smartphones. c. Show how the smartphones will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales. d. Outline some of the features of the new smartphones.

73. Displaying the names of salient people who serve on their boards might be an organization's attempt to _______. a. avoid doublespeak b. omit key information c. present counterarguments d. establish credibility 74. The statement Did you know you can select five family members to enjoy free access to our newspaper with your online subscription? ________. a. builds interest with an expert opinion b. motivates action c. gains attention by asking a question that focuses on reader benefits d. presents an indirect benefit 75. Which of the following is the most accurate statement about the AIDA strategy? a. The AIDA strategy consists of four separate steps that must be carried out separately. b. The steps in the AIDA strategy must always be carried out in order. c. Counterarguments should never be presented in a persuasive message because doing so will remind the reader of other options. d. Facts, figures, expert opinions, examples, specific details, and direct and indirect benefits will build reader interest.

76. Colton has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. What should he do next according to the 3-x-3 writing process? a. Collect data and organize it. b. Start writing his final draft. c. Edit what he's done so far. d. Call audience members to confirm his approach.

77. Which of the following situations would require indirect organization of a claim or complaint letter? a. Melanie noticed that the charger cord for her Samsung Galaxy smartphone that she purchased last month is starting to split. b. Gus ordered business cards that were printed on the wrong color of cardstock. c. Chelsea's transmission failed two months after her car warranty expired. d. Mike's December credit card statement contains a $65 charge that he didn't make.

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Chap 10_10e 78. The most important information in a press release should be ________. a. saved for the last paragraph for dramatic effect b. focused totally on selling the writer's company and its products c. presented early d. highlighted briefly in the middle paragraphs 79. When promoting products and writing sales letters, which of the following is legal? a. Including a "puffery" statement such as We offer the best service in the industry. b. Using a celebrity's name or likeness in a sales message without the celebrity's permission. c. Telling people they are sweepstakes winners or finalists when they really aren't. d. Not disclosing that online reviews were submitted as part of a paid partnership between the company and the reviewer.

80. Showing customers how your product or service solves a problem, achieves a personal or work objective, or makes life easier is accomplished by ________. a. adapting the message to the audience b. organizing your message c. collecting information for your message d. analyzing the purpose of the message 81. The best persuasive requests ________ . a. offer a product more cheaply than all other competitors b. anticipate audience resistance c. focus solely on direct benefits d. are spoken rather than written 82. Which of the following statements about direct mail marketing is most accurate? a. With the increasing popularity of e-marketing, direct mail marketing has become obsolete. b. Sales letters are usually part of multichannel marketing campaigns. c. In terms of response rates, e-mail marketing is more effective than direct-mail letters. d. Virtual mail appears to have a greater emotional impact than tangible mail.

83. When writing a claim letter to a company, you're more likely to be successful if you ________. a. appeal to the company's sense of responsibility and pride in its good name b. threaten to picket the company with signs describing your complaint c. mention the discussion you had with your attorney regarding this claim d. provide a long, fact-filled account of all your dealings with the company concerning the claim

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Chap 10_10e 84. Haitao has an espresso maker that stopped working properly within the warranty period. He plans to write a claim letter to the company. Because he feels his request to have his espresso maker repaired at no cost is justified and will be granted, he should use ________. a. the indirect strategy b. the direct strategy c. a passionate appeal d. both direct and indirect appeals 85. Which of the following would be an effective persuasive technique for a manager attempting to persuade employees to take part in a wellness program? a. Telling employees that participation in suggested company programs is considered in promotion decisions. b. Making employees feel guilty for not using the benefit. c. Using warm words and a conversational tone. d. Organizing social events only for those employees participating in the program.

86. In identifying a "best-selling" item, advertisers are hoping to appeal to which psychological trigger? a. Reciprocation b. Social proof c. Authority d. Commitment 87. Generally, the length of a press release should be ________. a. one or two double-spaced pages b. half a single-spaced page c. a minimum of three double-spaced pages d. limited to one page and one paragraph 88. On a website advertising its LSAT preparation classes, The Princeton Review includes this sentence: Since 1998, more than 99% of our surveyed students have said they would recommend Law Preview to entering law students. This persuasive technique relies on ________. a. indirect benefits to the reader b. expert opinion c. facts and statistics d. problem description 89. A strong motivator that encourages ethical behavior in business is the desire to ________. a. convince someone to change a belief or to perform an action b. make more money c. maintain one's reputation and credibility d. prompt litigation

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Chap 10_10e 90. Which of the following sentences conveys the best tone for a persuasive request within an organization? a. You should start following the new procedure immediately. b. You must approve my travel expenses by Friday. c. Please see your supervisor to have all supply purchases preapproved. d. Management demands that all new employees attend an orientation session.

Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: A claim message should be developed ________; that is, it should open with an objective statement of the problem before explaining precisely what happened or why your claim is legitimate.

92. Fill in the blank in the following sentence: ________ appeals related to reason and intellect are often translated into making money and increasing efficiency.

93. Fill in the blank in the following sentence: Persuasion is defined as a ________ process in which communicators try to convince other people to change their attitudes or behaviors regarding an issue through the transmission of a message in an atmosphere of free choice.

94. Fill in the blank in the following sentence: The use of _______, which are quotes from satisfied customers praising a product or service, are popular in sales messages.

95. Fill in the blank in the following sentence: Language that attempts to manipulate by distorting or twisting the meaning is called ________.

96. Fill in the blank in the following sentence: Many charities rely in large part on ________ benefits to promote their causes, such as the feeling of helping those in need.

97. Fill in the blank in the following sentence: If you are asking for something that you know will be approved, use the ________ organizational pattern.

98. Fill in the blank in the following sentence: Persuasion becomes ________ when facts are distorted, overlooked, or manipulated with an intent to deceive.

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Chap 10_10e 99. Fill in the blank in the following sentence: If a previous claim letter has been refused or ignored, then a more persuasive approach using the ________ organizational pattern might be appropriate.

100. Fill in the blank in the following sentence: The best persuasive requests anticipate and attempt to counter audience ________.

101. Fill in the blank in the following sentence: The main theme of your _______ in a sales letter is your central selling point.

102. Fill in the blank in the following sentence: Because managers are just as resistant to change as others are, subordinates should use the ________ organizational pattern when convincing management to adopt a procedure or to invest in a product or new equipment.

103. Fill in the blank in the following sentence: ________ appeals used to build interest in sales messages relate to status, ego, and sensual feelings.

104. Fill in the blank in the following sentence: The goal of a persuasive message is to convert the receiver to your ideas and motivate ________.

105. Fill in the blank in the following sentence: Use facts, figures, expert opinions, and examples in a persuasive message to build __________ in your product or idea.

106. Fill in the blank in the following sentence: When you expect your reader to resist your request, it's best to use the ________ organizational pattern.

107. Fill in the blank in the following sentence: According to the AIDA strategy, the opening paragraph of a persuasive request should gain the ________ of the reader.

108. Fill in the blank in the following sentence: The most important ingredient of a press release is ________; articles that merely plug products often get thrown away or remain unread.

109. Fill in the blank in the following sentence: To establish ________, show your reader that you are truthful, experienced, and knowledgeable.

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Chap 10_10e 110. Fill in the blank in the following sentence: What if? scenarios can help you develop ________ to address receiver resistance to your message.

111. All the effort you put into a sales message goes to waste if the reader fails to act. Identify three types of motivators that you might include to give the reader an extra "push" and provide an example of each.

112. You would like to invite a local Digital Marketing Specialist to speak at the next monthly meeting of your student business organization. Write a persuasive request letter extending the invitation. Write only the body of the letter; you can omit the address, salutation, complimentary close, and enclosure line.

113. Successful business communicators create persuasive memos, letters, e-mail messages, reports, and presentations that get the results they want. List and explain four techniques discussed in the chapter that can help you persuade your colleagues, superiors, and clients.

114. Describe the difference between rational appeals and emotional appeals and explain when you would use each.

Then write an example of each type of appeal as it might appear in a sales message.

115. The chapter discusses several techniques to gain the attention of your reader in the opening of a persuasive message. List three of these techniques and write an original example of each.

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Chap 10_10e Answer Key 1. True 2. True 3. False 4. True 5. True 6. True 7. True 8. False 9. False 10. True 11. False 12. True 13. True 14. True 15. True 16. True 17. False 18. False 19. True 20. True 21. True 22. False 23. True 24. True 25. False 26. False

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Chap 10_10e 27. True 28. False 29. False 30. False 31. a 32. b 33. b 34. d 35. a 36. a 37. d 38. b 39. d 40. b 41. c 42. a 43. d 44. b 45. a 46. c 47. c 48. c 49. b 50. b 51. b 52. a 53. b 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 10_10e 55. d 56. b 57. b 58. c 59. b 60. c 61. b 62. d 63. a 64. b 65. c 66. c 67. c 68. b 69. c 70. a 71. b 72. c 73. d 74. c 75. d 76. a 77. c 78. c 79. a 80. a 81. b 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 10_10e 83. a 84. b 85. c 86. b 87. a 88. c 89. c 90. c 91. logically 92. Rational 93. symbolic 94. testimonials 95. doublespeak 96. indirect 97. direct 98. unethical 99. indirect 100. resistance 101. appeal 102. indirect 103. Emotional 104. action 105. interest 106. indirect 107. attention 108. news 109. credibility 110. counterarguments

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Chap 10_10e 111. Student answers will vary and may include the following.

Because readers often need an extra push, consider including additional motivators, such as the following: Offer a gift: You will receive a free iPad mini with the purchase of any new car.

Promise an incentive: With every new paid subscription, we will plant a tree in one of America's Heritage Forests.

Limit the offer: Only the first 100 customers receive free travel mugs.

Set a deadline: You must act before June 1 to take advantage of these low prices.

Guarantee satisfaction: We will return your full payment if you are not entirely satisfied—no questions asked.

Most sales letters also include postscripts because they make irresistible reading. Even readers who might skim over or bypass paragraphs are drawn to a P.S. Therefore, use a postscript to reveal your strongest motivator, to add a special inducement for a quick response, or to reemphasize a central selling point.

112. Student answers will vary.

Business students at DeKalb College have completed extensive coursework in digital marketing and would love to hear firsthand from a professional in the field.

We would like to invite you to speak at our next DeKalb Student Business Organization meeting on October 19 at 3 p.m. about careers in marketing. Although we are unable to offer speakers honorariums, we can guarantee you an audience of enthusiastic, serious students who would learn so much from you.

Enclosed is a list of the questions we have about digital marketing to help you prepare your presentation. The meeting will last about one hour, which will include a question-and-answer session.

Please call me by October 1 to confirm. We look forward to learning more about this exciting and growing field!

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Chap 10_10e 113. Student answers will vary but should include four of the following six techniques.

Establish credibility. To be persuasive, you must engender trust. People must believe that you are telling the truth, are experienced, and know what you are talking about. If you lack credentials or experience, use testimonials, expert opinion, and research to support your position.

Make a reasonable, precise request. Persuasion is most effective if your request is realistic, doable, and attainable. Also, be clear about your objective.

Tie facts to benefits. Line up solid information to support your view. Use statistics, reasons, and analogies to help people understand. Convert supporting facts into specific audience benefits.

Recognize the power of loss. Describing the benefits of your proposal is a powerful motivator. Another powerful motivator is the thought of what the other person will lose if he or she doesn't agree. The threat of losing something one already possesses seems to be more likely to motivate people than the idea of gaining that very same thing.

Expect and overcome resistance. When proposing ideas, be prepared for resistance.

Anticipate opposition from conflicting beliefs, values, and attitudes. Recognize any weakness in your proposal, and be prepared to counter with well-reasoned arguments and facts.

Share solutions and compromise. The process of persuasion may involve being flexible and working out a solution that is acceptable to all concerned. Listen to people and incorporate their input to create buy-in.

114. Student answers will vary.

Rational appeals are associated with reason and intellect. They translate selling points into references to making or saving money, increasing efficiency, or making the best use of resources. In general, rational appeals are appropriate when a product is expensive, long-lasting, or important to health, security, and financial success.

Emotional appeals relate to status, ego, and sensual feelings. Appealing to the emotions is sometimes effective when a product is inexpensive, short-lived, or nonessential.

Rational Appeal: Our wireless service designed specifically for small businesses will allow your employees to access the Internet more quickly, resulting in substantial time savings and increased productivity.

Emotional Appeal: To recharge your batteries with an injection of sun and surf, all you need is your bathing suit, a little suntan lotion, and your ChoiceCredit card.

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Chap 10_10e 115. Student answers will vary.

Problem Description: Our network connection has been at least 20 percent slower over the past three months.

Unexpected Statement: Research shows that 70 percent of smokers would like to quit.

Reader Benefit: You can reduce your printing costs by 60 percent.

Compliment: Congratulations on receiving the prestigious 2020 Outstanding Alumni Award from the American Association of Community Colleges.

Related Fact: Networking is one of the most effective ways to find a job.

Stimulating Question: Have you ever wondered what it would be like to work from home?

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Chap 11_10e Indicate whether the statement is true or false.

1. Yes-no questions produce the best results in an interview with an expert. a. True b. False 2. Evan's boss has asked him to research and to recommend a new insurance provider for employees' health insurance. Everett should write an analytical report. a. True b. False 3. Most research projects should begin with looking for secondary (vs. primary) data. a. True b. False 4. The addition of cyberspace has clarified the concept of "fair use" of others' intellectual property, resulting in more defined boundaries and rules. a. True b. False 5. Research reports prepared by consultants for their clients tend to be rather formal. a. True b. False 6. Business researchers can safely assume that the great majority of Web sources are reliable. a. True b. False 7. An expanded statement of purpose includes three additional factors: the scope, significance, and limitations of the report. a. True b. False 8. Malcolm wants to create a visual that will clearly show new staff members how a customer's order proceeds from sales to delivery. The best graphic for him to use is a flowchart. a. True b. False 9. The first step in the report-writing process is preparing a work plan. a. True b. False

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Chap 11_10e 10. Brad started his report with a description of the problem. He followed this with his facts and findings. Finally, he ended his report with his conclusions and recommendations. Brad has used the indirect pattern to write his report. a. True b. False 11. Infographics are more difficult to read than written text because they display complex information. a. True b. False 12. The organizational strategy is indirect when the conclusions and recommendations, if requested, appear at the end of the report. a. True b. False 13. You are reading an article in The Wall Street Journal that discusses the research findings of a Centers for Disease Control study on workplace hazards. This newspaper article is an example of primary data. a. True b. False 14. Examples of firsthand (or primary) research include conducting interviews, asking people to complete a survey, or conducting a scientific experiment. a. True b. False 15. Academic researchers prefer Web resources such as blogs and discussion forums because they are considered more credible. a. True b. False 16. Michelle attended a professional conference and must submit a report to her supervisor. She should write an analytical report. a. True b. False 17. As long as you put the research you find into your own words, you don't have to cite your source. a. True b. False 18. Bar charts are useful for comparing related items, illustrating changes in data over time, and showing segments as a part of the whole. a. True b. False

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Chap 11_10e 19. Katherine wants to illustrate how her company's sales have increased over the past five years. She should use a pie chart to do this. a. True b. False 20. If readers are familiar with or supportive of the topic, the report should be organized indirectly. a. True b. False 21. To increase your report's credibility, you should quote directly as often as possible. a. True b. False 22. Are you in favor of banning texting while driving to save lives? is an example of a leading question. a. True b. False 23. Formal experimentation produces data suggesting causes and effects. a. True b. False 24. Based on their function, most business reports fall into two broad categories: informational or analytical. a. True b. False 25. All business reports have one or more of the following purposes: to convey information, to answer questions, and to solve problems. a. True b. False 26. The table is the most frequently used graphic in reports because it can clarify large quantities of data in small spaces. a. True b. False 27. Including a footnote to a source prevents copyright infringement. a. True b. False 28. An example of a simple statement of purpose for a business report might be To recommend a new procedure for preparing quarterly financial statements. a. True b. False

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Chap 11_10e 29. Table 4 shows that three fourths of the respondents oppose the proposed tax is an effective reference to a visual aid in a report. a. True b. False 30. One purpose of documenting report data is to save time. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Tara, a student who is researching forensic accounting, is preparing to interview an experienced accountant. To conduct an effective interview, Tara should ________. a. learn as much as possible about the field before the interview b. try to do most of the talking during the interview to put the interviewee at ease c. ask as many yes-or-no questions as possible to make things easier for the interviewee d. engage the accountant in a debate to display her knowledge 32. In planning his report, Byron breaks the major investigative problem into subproblems. This process is sometimes called ________. a. visualizing the problem b. focusing the problem c. factoring the problem d. expanding the problem 33. Which of the following is an effective statement of purpose for an informational report? a. To inform the reader of the many different features offered on the Apple iPad b. To analyze ways to offer our customers the best service possible c. To solve the problem of employee turnover at the company's Chamblee location d. To determine which of three smartphones to purchase for our Sales Department staff 34. A report that provides data or findings, analyses, and conclusions is a(n) ________ report. a. analytical b. informational c. external d. digital 35. Melinda is evaluating the information she found on a website before she includes it in a proposal she is writing.

She asks, Who publishes or sponsors this website? What is Melinda evaluating? a. The currency of the website b. The authority of the website c. The content of the website d. The accuracy of the website

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Chap 11_10e 36. Which of the following reports is an example of an informational report? a. A report that recommends one of six candidates for an executive assistant position b. A report that compares three sites for a new clothing boutique location and recommends one c. A report showing how a company has complied with IRS regulations d. A report that presents several alternatives for decreasing employee absenteeism, including recommendations for the best solution 37. To help you understand the problem or assignment clearly when writing a complex report, prepare a written ________ to clarify the task. a. statement of purpose b. executive summary c. problem statement d. audience analysis 38. Which of the following is an effective question to use in a survey? a. Don't you agree that teachers are extremely deserving of a 7 percent pay increase because of the valuable services they provide for our community? b. Do teachers deserve a 7 percent pay increase? c. Should teachers accept a 7 percent pay increase, or should they go on strike? d. Do teachers, one of the hardest-working and least-respected segments of American society, deserve a 7 percent pay increase?

39. Many readers prefer the ________ organizational strategy because it seems logical and mirrors the way we solve problems. a. direct b. indirect c. alternating d. formal 40. Which of the following sentences uses the best writing style for a formal report? a. After checking several references, the company decided to hire the consulting firm of Anderson, Williams, and Pardee. b. After considerable research, we’ve decided to order the Aptura computer from ISB for our office staff. c. I conducted extensive research that shows companies are recognizing the benefits of telecommuting. d. My personal opinion is that we should implement the new tracking system at once.

41. _______ display complex information quickly and clearly and are easier to understand than written text. a. PDF documents b. Slide decks c. Manuscripts d. Infographics

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Chap 11_10e 42. In which of the following situations should the direct pattern of organization be used for a business report? a. When readers must be persuaded b. When readers are unfamiliar with the problem c. When readers may be disappointed or hostile toward the report's findings d. When readers are familiar with the topic 43. The best choice for showing changes in a company's monthly sales during a fiscal year is a(n) ________. a. pie chart b. line chart c. flow chart d. organization chart 44. In asking himself How can I make this information readable, believable, and memorable? for a report he is writing, Joaquin is focusing on his _______. a. purpose b. work plan c. research d. audience 45. Which of the following should you do when using a long quotation in a report? a. Break up the quote with your own analysis to keep the reader engaged. b. Introduce and summarize the quote in your own words. c. Avoid using quotation marks to increase visual flow. d. Include the quotation as a footnote rather than in the text of your report.

46. Evan is evaluating a website before using it as a source for his business report. In checking when the site was last updated, he is evaluating its ________. a. currency b. authority c. content d. accuracy 47. Which of the following is a useful guideline for preparing effective surveys? a. Use questions that produce qualitative answers. b. Include as many questions on your survey as necessary, even if you may not use the information in your final report. c. Avoid leading or ambiguous questions. d. Never offer survey participants compensation as this will skew the results.

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Chap 11_10e 48. The final part of an effective work plan for a business research project includes _______. a. drafting b. submitting c. evaluating d. researching 49. Sources of primary information include ________. a. research databases b. periodicals and newspapers c. surveys and interviews d. information on the Web 50. Select the most accurate statement about sources found on the Web. a. Information posted at most sites has undergone the same editing and scrutiny given to articles in scholarly publications. b. Researchers can safely assume that the information posted on websites by individuals and companies is reputable. c. Wikis, blogs, and discussion forum entries are short-lived and change constantly. d. Wikipedia is reliable and should be used when conducting any scholarly research.

51. Which of the following represents the best phrasing for a survey question? a. How do you feel about a flat-rate income tax? b. Do you approve of a flat-rate income tax? c. What benefits do you feel a flat-rate income tax will offer? d. Why are you in favor of a flat-rate income tax?

52. Which of the following is the best advice for searching the Web? a. Choose your favorite search tool and use it exclusively so that you can master it. b. Use just one or two keywords when conducting a search. c. Use quotation marks to search for phrases. d. Include articles and prepositions to make your searches more accurate.

53. Nadia is conducting research on the use of social networking sites by observing how her coworkers use these tools in the workplace. What type of data is she collecting? a. Primary data b. Secondary data c. Online data d. Survey data

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Chap 11_10e 54. Adopting a formal style for reports is most appropriate when you wish to _______. a. show objectivity b. share information about a noncontroversial topic c. express your preference d. defer to the reader's authority 55. Heidi is writing a report about ways to reduce the time it takes to process a customer return and is determining why the topic is worth investigating at this time. Heidi is considering the ________ of the report. a. scope b. limitations c. significance d. purpose 56. A report that presents data without analysis or recommendations is a(n) ________ report. a. analytical b. informational c. audit d. persuasive 57. The purpose of business reports is to convey information, answer questions, and ________. a. generate new business b. recruit employees c. solve problems d. start conversations 58. The first step in writing a report is to ________. a. prepare a work plan b. determine your research strategy c. understand the problem or assignment clearly d. compose the first draft 59. Which of the following statements about business reports is most accurate? a. The larger an organization, the more vital the exchange and flow of information becomes. b. Reports are prepared for internal readers, not external readers. c. To be considered a business report, a document must be in writing. d. To be considered a business report, the document must be at least ten pages in length.

60. Freya is writing a purpose statement for a report she will submit to her supervisor. To express clearly what she intends to do in the report, she should use ________. a. action verbs b. strong adjectives c. passive voice d. noun phrases Copyright Cengage Learning. Powered by Cognero.

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Chap 11_10e 61. ________ data result from reading what others have experienced or observed and written down. a. Primary b. Secondary c. Tertiary d. Survey 62. What is the most accurate statement about using books for business research? a. Because books are obsolete, they should never be used for business research. b. Books provide excellent historical, in-depth data. c. Books are best for finding current data about technical trends. d. Most business reports are based on research found in books.

63. Which of the following situations would most likely require observation or scientific experimentation? a. You want to find out what tools are available to protect your computer network from hackers. b. You need to determine the average time it takes your employees to produce a single piece of furniture. c. You must find out which ten companies ranked highest for customer service in 2014. d. You want to verify your supervisor's opinion on upgrading your department's accounting software.

64. Blake wants to avoid copyright infringement for material he finds online. What should he do? a. Recognize that anything he finds on the Internet is in the public domain. b. Ask for permission before using material he finds online. c. Include a footnote for everything he uses from online sources, which will protect him from copyright infringement. d. Realize that he is safe to use any material that does not have a copyright notice.

65. When the conclusions and recommendations appear ________ of a report, the organizational strategy is indirect. a. at the beginning b. at the end c. in the body d. in the appendix 66. Which of the following graphics is commonly used for displaying trends? a. Table b. Line chart c. Pie chart d. Flow chart 67. Magazines, pamphlets, and journals are types of ________. a. periodicals b. primary research c. websites d. research databases Copyright Cengage Learning. Powered by Cognero.

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Chap 11_10e 68. Benjamin needs to illustrate the percentage each expense represents of total company expenses. His best choice is a(n) ________. a. pie chart b. line chart c. illustration d. bar chart 69. Tina will carefully document her sources in a report she must submit to her boss to protect herself from plagiarizing. What other purpose will her documentation serve? a. Ensuring her boss's agreement with her recommendations. b. Allowing her to submit the report electronically rather than in print. c. Saving time by borrowing others' words and ideas. d. Showing that she has collaborated effectively in writing the report.

70. Jared is analyzing the information he found on a website before he includes it in an analytical report for a client.

In checking for evidence of bias, use of references, and errors in spelling and grammar, Jared is evaluating the ________. a. currency of the website b. authority of the website c. content of the website d. accuracy of the website 71. In which of the following situations should the indirect pattern of organization be used for a business report? a. When readers are familiar with the topic b. When readers must be educated about the topic c. When readers are supportive of the topic d. When you know that readers want the conclusions and recommendations up front 72. Which of the following types of reports would not be sent to someone outside the organization? a. Manuscript format b. Digital format c. Letter format d. Memo format 73. Which of the following reports is an example of an analytical report? a. A report giving the details about a training workshop attended b. A report showing that a public company is in compliance with SEC regulations c. A report describing the new company dress code d. A report recommending one of four building alarm systems

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Chap 11_10e 74. What is the most accurate statement about infographics? a. Infographics are not effective in explaining steps or processes. b. Because they require expertise in graphic design, infographics are not commonly used in most businesses. c. Infographics are most appropriate on paper. d. Many infographics include a call to action.

75. An expanded statement of purpose for a study includes three additional factors. What are they? a. Scope, significance, and limitations b. Scope, conclusions, and recommendations c. Work plan, significance, and limitations d. Findings, conclusions, and recommendations 76. The issues or elements to be investigated in a research project are defined in the ________. a. significance of the study b. scope statement c. recommendations to be offered d. limitations of the study 77. Which of the following statements would need to be documented in a report? a. The stock market can be volatile. b. Many types of people invest in the stock market. c. Last May, the Dow Jones Industrial Average suffered a 998-point loss, which the media called a Flash Crash. d. Stock market fluctuation affects many investors' returns significantly.

78. You should begin most business report assignments with ________. a. generation of primary data b. determination of report length c. evaluation of the available secondary data d. selection of report format 79. Which of the following reports would most likely be written using an informal writing style? a. A thesis submitted by a PhD student b. A research report about economic trends written by a consultant for her client c. A summary report written to your supervisor about a conference you attended d. A business proposal written to secure a contract with a governmental agency

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Chap 11_10e 80. Courts of law use four factors as a test in deciding disputes over fair use of copyrighted material. Which of the following is not one of those factors? a. Purpose and character of the use, particularly whether for profit b. Amount and sustainability of portion used c. Amount of money paid to use the copyrighted information d. Nature of the copyrighted use 81. Which of the following reports would most likely be written using a formal writing style? a. A routine report about the progress a task force is making b. A research report about consumer trends written by a consultant for his client c. A summary report written to your supervisor about a conference you attended d. A short summary written for your boss of an article you read 82. You are writing a short, routine report for your supervisor and want to use an informal writing style. Which of the following should you do? a. Because you are writing to a superior, create a distance between yourself and the reader. b. Avoid humor and figures of speech. c. Use shorter sentences and familiar words. d. Omit any colorful adjectives and adverbs.

83. You must write a business report for a client and want to use a formal writing style. Which of the following should you do? a. Emphasize active-voice verbs. b. Avoid including your own opinions and perceptions. c. Use first-person pronouns. d. Use contractions.

84. Google, Bing, Yahoo Search, and Ask are examples of ________. a. search tools b. Web browsers c. electronic databases d. periodicals 85. ________ are visual representations of data or information. They can display complex information quickly and clearly and are easier to understand than written text. a. PDF files b. Digital slide decks c. Templates d. Infographics

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Chap 11_10e 86. Which of the following statements about paraphrasing is most accurate? a. Paraphrasing involves restating an original passage in your own words and in your own style. b. Paraphrasing involves presenting ideas from another source using the exact wording of the original source. c. Paraphrasing involves presenting ideas from another source without documentation. d. Paraphrasing requires the report writer to use the same grammatical structure as the original author when presenting another's ideas.

87. Short (eight or fewer pages) informal reports addressed to an internal audience are usually presented in _________. a. memo format b. manuscript format c. letter format d. template format 88. Preparing a(n) _______ for your report helps you set priorities, determine a course of action, and establish a schedule. a. outline b. work plan c. rough draft d. template 89. Business Source Premier (EBSCO) and Lexis Nexis Academic are examples of research ________. a. periodicals b. indexes c. databases d. reports 90. When incorporating a graphic in the body of your report, you should ________. a. use large amounts of color to engage the reader b. enhance the visual to make data look more dramatic c. include a reference to the graphic in the text d. assume that the reader will draw the same conclusions you did from the data Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: Reports that present data without analysis or recommendations are classified as ________ reports.

92. Fill in the blank in the following sentence: ________ data result from firsthand experience and observation and can be collected through surveys, interviews, observation, and experimentation.

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Chap 11_10e 93. Fill in the blank in the following sentence: Under ________ use, individuals have limited use of copyrighted material without requiring permission. These uses are for criticism, comment, news reporting, teaching, scholarship, and research.

94. Fill in the blank in the following sentence: Connor has a great idea to raise funds for a community organization, but he is afraid his boss won't support it.

Connor's report should be written using the ________ strategy.

95. Fill in the blank in the following sentence: Business reports can range from informal to formal, depending on their purpose, setting, and ________.

96. Fill in the blank in the following sentence: Effective report writers ________ an original passage by restating it in their own words and in their own style.

97. Fill in the blank in the following sentence: Kyle is developing his ________ plan, which will include a statement of the problem, a statement of purpose, his research strategy, a tentative outline of his report, and the work schedule.

98. Fill in the blank in the following sentence: A(n) _______ combines words, figures, and graphics to transform complex information quickly and clearly using visually appealing pictures.

99. Fill in the blank in the following sentence: ________ are visual representations of data or information and are a type of report format.

100. Fill in the blank in the following sentence: Using the words or ideas of another person without properly giving credit to the source is called ________.

101. Fill in the blank in the following sentence: The ________ statement prepares the audience by clearly defining which problem or problems will be analyzed and solved.

102. Fill in the blank in the following sentence: Probably the most frequently used graphic in reports is the ________, which presents quantitative or verbal information in systematic columns and rows.

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Chap 11_10e 103. Fill in the blank in the following sentence: After defining the purpose of a report, a writer must think carefully about who will read it. Business researchers should consider both primary and ________ audiences, which might include upper management and people in other departments.

104. Fill in the blank in the following sentence: As part of the scope statement, the ________ further narrow the subject by focusing on constraints or exclusions.

105. Fill in the blank in the following sentence: _________ data come from reading what others have experienced or observed and written down and can be collected through books, periodicals, indexes, research databases, and Web resources.

106. Fill in the blank in the following sentence: Reports that provide data or findings, analyses, conclusions, and recommendations are classified as ________ reports.

107. Fill in the blank in the following sentence: To determine the best location for a new day spa is an example of a simple statement of ________.

108. Fill in the blank in the following sentence: In trying to gather primary data for a report, Dev poses a query to his professional network via social media.

He is using an interview technique known as ________.

109. Fill in the blank in the following sentence: When the purpose for writing is presented close to the beginning of a report, the organizational strategy is ________.

110. Fill in the blank in the following sentence: Artificial intelligence allows most search engines today to understand questions as people speak them. This is also known as _______ language questioning.

111. Whenever you borrow words, charts, graphs, photos, music, and other media—in short, any intellectual property—it is important to know what is legal and acceptable. Identify and explain three of the five guidelines provided in the textbook for avoiding copyright infringement.

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Chap 11_10e 112. Graphics can be added to business reports to clarify data, create visual interest, and make numerical data meaningful. Identify five categories of graphics and type of data each is best used to illustrate. Then give an original example of when each could be used.

113. Business researchers use both primary and secondary data when preparing business reports. Compare these two types of data, describing each source and explaining when each would be used. Then give three examples of each type of data.

114. You have likely gained experience documenting research in various types of academic writing. You will need to document your research in business reports as well. List three reasons you should carefully document report data. Then describe three types of information that must be documented.

115. Most business reports fit into two broad categories. Identify and describe these two categories; then present one original example of each.

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Chap 11_10e Answer Key 1. False 2. True 3. True 4. False 5. True 6. False 7. True 8. True 9. False 10. True 11. False 12. True 13. False 14. True 15. False 16. False 17. False 18. True 19. False 20. False 21. False 22. True 23. True 24. True 25. True 26. True

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Chap 11_10e 27. False 28. True 29. True 30. True 31. a 32. c 33. a 34. a 35. b 36. c 37. c 38. b 39. b 40. a 41. d 42. d 43. b 44. d 45. b 46. a 47. c 48. c 49. c 50. c 51. b 52. c 53. a 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 11_10e 55. c 56. b 57. c 58. c 59. a 60. a 61. b 62. b 63. b 64. b 65. b 66. b 67. a 68. a 69. c 70. d 71. b 72. d 73. d 74. d 75. a 76. b 77. c 78. c 79. c 80. c 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 11_10e 83. b 84. a 85. d 86. a 87. a 88. b 89. c 90. c 91. informational 92. Primary 93. fair 94. indirect 95. audience 96. paraphrase 97. work 98. infographic 99. Infographics 100. plagiarism 101. scope 102. table 103. secondary 104. limitations 105. Secondary 106. analytical 107. purpose 108. crowdsourcing 109. direct 110. natural

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Chap 11_10e 111. Student answers will vary but should include three of the following guidelines. ​Assume that all intellectual property is copyrighted. Nearly everything created privately and originally after 1989 is copyrighted and protected whether or not it has a copyright notice.

Realize that Internet items and resources are NOT in the public domain. No modern intellectual or artistic creation is in the public domain (free to be used by anyone) unless the owner explicitly says so.

Observe fair-use restrictions. Be aware of the four-factor test. Avoid appropriating large amounts of outside material.

Ask for permission. You are always safe if you obtain permission. Write to the source, identify the material you wish to include, and explain where it will be used. Expect to pay for permission.

Don't assume that a footnote is all that is needed. Including a footnote to a source prevents plagiarism but not copyright infringement. Anything copied beyond the boundaries of fair use requires permission.

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Chap 11_10e 112. Student answers will vary but should include five of the following graphics.

Table: used to present quantitative or verbal information in systematic columns and rows Example: To show a supermarket's sales by department for several years Bar chart: used to compare related items, illustrate changes in data over time, and show segments as a part of the whole Example: To show a supermarket's sales by department, side by side, for several years Line chart: used to demonstrate changes in quantitative data over time, thus indicating trends Example: To show enrollment at a state university over the past five years Pie chart: used to visualize a whole unit and the proportions of its components Example: To show the percentage of each expense as part of a company's total expenses Flowchart: used to display a process or procedure Example: To show the procedure employees must follow to file a workers' compensation claim Organization chart: used to show the chain of command, from the boss down to the line managers and employees Example: To show where all positions fall within the chain of command Photograph, map, illustration: used to authenticate an incident, to spotlight a location, and to show an item in use Example: To show the locations of five new branches that will be built over the next year Infographic: used to tell a story and allow the reader to make sense of large amounts of data Example: To create a visual résumé 113. Student answers will vary.

Secondary Data: Secondary data come from reading what others have experienced and observed. Secondary data are easier and cheaper to develop than primary data; therefore, nearly every research project should begin with collecting secondary data.

Examples: books, periodicals (print and Web-based), indexes, research databases, Web Primary Data: Primary data result from firsthand experience and observation. Business reports that solve specific current problems typically rely on primary, firsthand data.

Examples: surveys, interviews, observations, experiments

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Chap 11_10e 114. Student answers will vary but should address three items in each of the following categories (for a total of six).

Four reasons for documenting data: To strengthen your argument: Including good data from reputable sources will convince 1) readers of your credibility and the logic of your reasoning.

To protect yourself against charges of plagiarism: Acknowledging your sources keeps you 2) honest. Plagiarism, which is illegal and unethical, is the act of using others' ideas without proper documentation.

To instruct the reader: Citing references enables readers to pursue a topic further and to 3) make use of the information themselves.

To save time: The world of business moves so quickly that words and ideas must often be 4) borrowed—which is very acceptable when you give credit to your sources.

Types of information to document: 1) Another person's ideas, opinions, examples, or theories 2) Any facts, statistics, graphs, and drawings that are not common knowledge 3) Quotations of another's actual spoken or written words 4) Paraphrases of another person’s spoken or written words 5) Visuals, images, and any kind of electronic media 115. Student answers will vary but should include the following two categories: Informational reports: Reports that present data without analysis or recommendations are informational. For such reports, writers collect and organize facts, but they do not analyze the facts for readers.

Example: A report describing a new company social media policy Analytical reports: Reports that provide data, analyses, and conclusions are analytical. If requested, writers also supply recommendations. Analytical reports may intend to persuade readers to act or to change their beliefs.

Example: A report written to one's supervisor recommending that the department implement a flexible work schedule

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Chap 12_10e Indicate whether the statement is true or false.

1. Another word for mode is average. a. True b. False 2. The headings Implementing Security Measures, Communicating With Employees, and Organizing Teams are grammatically balanced. a. True b. False 3. A report comparing four resort facilities being considered for a firm’s annual retreat would be most effective if organized by criteria. a. True b. False 4. Examples of talking report headings include Introduction, Background, Findings, and Conclusions. a. True b. False 5. An annual sales report covering the Medical Instruments Division, Computer Supplies Division, and Consumer Products Division should be organized by component. a. True b. False 6. Conclusions and recommendations serve the same purpose. a. True b. False 7. An effective report conclusion lets readers know the purpose of the report, the significance of the topic, and the main points. a. True b. False 8. Jenna is determining which of three cities should be the site for a new branch office. To select the new site, she is comparing labor costs, tax breaks, housing costs, and land availability in each city. Jenna will most likely compile this information into a feasibility report. a. True b. False 9. The mode of the numbers 15, 40, 58, 25, 40, 62, and 30 is 40. a. True b. False

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Chap 12_10e 10. Lin is writing a report in which she will recommend a new procedure for processing payroll. This is an example of an analytical report. a. True b. False 11. When drawing conclusions to include in a report, examining your own motives is unimportant. a. True b. False 12. Because Rafael is sure that his boss will be interested in his recommendation for a new process to streamline hiring practices, he should organize his recommendation report directly. a. True b. False 13. Leanne has noticed that employees working in offices with windows have lower absentee rates. This correlation proves that offices with natural light are healthier for employees. a. True b. False 14. Technology Today magazine is sharing the insights of technology experts on future business uses of social media. This information will be easiest to comprehend if presented in a pie chart. a. True b. False 15. The median of the numbers 46, 20, 20, 50, and 24 is 24. a. True b. False 16. Enrico must recommend to his reluctant boss that the company allow employees to work a compressed work week. Enrico’s justification/recommendation report should be organized directly. a. True b. False 17. An effective summary reduces a report or article by 85 to 95 percent. a. True b. False 18. All words in a heading should be capitalized, including articles, conjunctions, and short prepositions. a. True b. False 19. The conclusions and recommendations sections of a report are the most widely read parts of a business report. a. True b. False

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Chap 12_10e 20. Investigative reports, which deliver data for specific situations without offering interpretations or recommendations, are written at regular intervals. a. True b. False 21. Reese attended a professional conference and must submit a report to her boss. She should arrange her conference report chronologically and include details about every aspect of the conference. a. True b. False 22. Analytical reports should follow an indirect organizational pattern if you expect readers to accept your ideas readily. a. True b. False 23. Agendas, minutes of meetings, progress reports, and procedures are usually organized by importance. a. True b. False 24. Informational reports are usually organized using the direct pattern. a. True b. False 25. The following report recommendation uses command language effectively: More use of social media sites to market our products and services and to communicate with customers. a. True b. False 26. Transitional expressions such as moreover, therefore, however, to conclude, and for instance help report readers see the logical flow of ideas in a report. a. True b. False 27. Unlike informational reports, analytical reports evaluate the data presented and typically try to persuade the reader to accept the conclusions and act on the recommendations. a. True b. False 28. A progress report should describe current problems, as well as anticipate future problems and possible solutions. a. True b. False

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Chap 12_10e 29. An example of a recommendation is Both managers and classified staff members report that employee absenteeism has increased since the company's relocation. a. True b. False 30. Rafael wants to compare male and female responses to a survey about perceived effectiveness of new campus safety efforts. To do so, he should cross-tabulate the data. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Which of the following is most likely to be distorted by an extreme number at either end? a. Margin b. Median c. Mode d. Mean 32. During his research, Anthony notices that employees who dress professionally in the workplace have higher productivity figures. Anthony has identified a possible ________. a. correlation b. standard deviation c. average d. tabulation 33. Progress and interim reports ________. a. discuss the day-to-day operations of a company b. describe the status of continuing projects c. provide conclusions based on the data provided d. explain the benefits of a recommendation 34. Introductions, transitions, and headings in reports provide important ________ to prevent readers from getting lost. a. topics b. data c. cues d. recommendations 35. Which statement about recommendations is least accurate? a. Recommendations and conclusions may be combined. b. Short reports may omit conclusions and move on to recommendations. c. Recommendations should be general. d. Recommendations should focus on solutions to the reader's problem.

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Chap 12_10e 36. The most widely read portions of a report are generally the ________. a. table of contents and introduction b. conclusions and recommendations c. executive summary and letter of transmittal d. appendices and bibliography 37. The conclusions of a report ________. a. should be written using command language b. offer specific suggestions for actions that can solve a report problem c. should analyze information logically and show how the data answer questions and solve problems d. should include words like many and most to draw more attention to your findings 38. Eric must submit a weekly sales data report that contains headings established by his supervisor. This recurring report is organized by ________. a. criteria b. time c. component d. convention 39. Which statement about conclusions is least accurate? a. Any set of data can produce a variety of meaningful conclusions. b. The best conclusions show the audience how the data relate to the problem being studied. c. Report writers may choose to expand the conclusion section by explaining each item and citing supporting evidence. d. Report writers should try to draw conclusions that are subjective.

40. Which of the following transitional expressions suggest cause and effect? a. After, before, first, finally, now, previously, to conclude b. For example, for instance, in other words c. At the same time, but, however, though, yet d. Accordingly, as a result, consequently, therefore 41. Informational reports should be organized using which of the following patterns? a. Introduction/problem, facts/findings, conclusions/recommendations, discussion/analysis b. Introduction/problem, conclusions/recommendations, facts/findings, discussion/analysis c. Introduction/background, facts/findings, summary/conclusion d. Summary/conclusion, introduction/background, facts/findings 42. Which of the following is phrased as a conclusion? a. Offering a wide range of benefits is the best way to recruit high-quality applicants. b. Offer a wide range of benefits to recruit high-quality applicants. c. Change your computer passwords once every six weeks. d. Let me know your hiring decision by Friday.

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Chap 12_10e 43. Which of the following is not one of the three Ms that measure central tendency? a. Mean b. Mode c. Median d. Margin 44. Which of the following is an example of an informational report? a. A report recommending that an organization begin offering on-site child care to employees b. A report describing a new procedure for submitting expense claims c. A report analyzing reasons for a company's high turnover rate d. A report determining which wireless carrier to use for the sales staff's smartphones 45. A total of 1,000 students responded to a survey about using student fees to build a new health care center on campus. Of those responding, 700 students said they “strongly agree” with this proposal. What percentage of students strongly agree? a. 14 percent b. 30 percent c. 70 percent d. 7 percent 46. Much of the information that allows decision makers to run their organizations effectively in the digital age comes to them in the form of ________. a. Web searches b. reports c. outside consulting d. employee feedback 47. Arianna has interviewed several of her colleagues to gather their ideas for improving productivity. She now has raw verbal data to analyze. What is the best tool to analyze raw verbal data? a. Pie chart b. Grid c. Line chart d. Bar chart 48. What is the primary difference between informational and analytical reports? a. Informational reports are prepared for internal audiences, and analytical reports are prepared for external audiences. b. Informational reports emphasize facts, and analytical reports emphasize reasoning and conclusions. c. Informational reports are always organized directly, and analytical reports are always organized indirectly. d. Informational reports are usually aimed at persuading readers to follow the recommendations provided.

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Chap 12_10e 49. The _______ of a business report will describe the significance of the report topic. a. title page b. introduction c. body d. closing 50. You are responsible for recording the minutes of an important executive board meeting. The best way to organize these minutes is by ________. a. importance b. time c. convention d. criteria 51. ________ assist readers in comprehending the organization of a report by highlighting major ideas. a. Title pages b. Page numbers c. Headings d. Appendices 52. Danielle wants to be sure that she is designing her business reports for optimal readability. Which option for margins should she choose? a. Full justification (aligned on the left and right) b. Left justification (ragged right margins) c. Right justification (ragged left margins) d. Multiple columns per page 53. Which of the following factors is the most important in determining the organization of a report? a. Writer convenience b. Reader comprehension c. Report frequency d. Report length 54. When people say average, they usually intend to indicate the __________, or arithmetic average. a. mean b. mode c. median d. margin

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Chap 12_10e 55. Select the best wording for a recommendation. a. Our college campus should extend café hours to meet the needs of evening students. b. Extend the campus café hours to meet the needs of evening students. c. Perhaps we should extend the campus café hours to meet the needs of evening students. d. Busy students are taking more evening classes and should be able to use the campus café before class.

56. To contrast responses of employees with children against responses of employees without children from a survey on attitudes toward on-site child care, ________. a. use cross-tabulation b. determine the range of responses c. determine the average response d. determine the standard deviation 57. ________ reports examine problems with two or more solutions. a. Yardstick b. Progress c. Justification/recommendation d. Investigative 58. Which of the following is an example of a statistical concept? a. Table b. Decision matrix c. Grid d. Median 59. The range for daily sales for the week, $89,000, $75,000, $98,000, $66,000, and $99,000, is ________. a. $33,000. b. $85,400. c. $427,000. d. $89,000.

60. Recommendations should be phrased as ________. a. questions b. commands c. generalities d. quotations

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Chap 12_10e 61. Michelle has collected large amounts of data for a business report she is writing, and she wants to ensure that the data are meaningful to her readers. What should she do? a. Write the problem statement. b. Ask for help on a social media site. c. Organize the data into tables. d. Omit the data from her report to avoid confusing her readers.

62. Which of the following is an example of a talking heading? a. Findings b. Recommendations c. Labor Costs d. Employees Show Support for Stock Options 63. Which of the following is an analytical report? a. A report to determine whether a company should outsource its customer support function b. A report on quarterly sales at a restaurant location c. A report on the progress of a task force investigating ways to decrease overtime costs d. A report to stockholders showing the company's profits for the last quarter 64. Which of the following headings is not grammatically balanced with the other headings? a. Increasing Employee Productivity b. Recruiting High-Quality Job Applicants c. Prevent Identify Theft d. Improving Employee Morale 65. Lamar wants to encourage his boss to consider a new process for evaluating employee performance. What type of report will he most likely prepare? a. Yardstick report b. Progress report c. Justification/recommendation report d. Investigative report 66. Which of the following situations would require a yardstick report? a. Christine reviews the company's financial records to verify the amount each expense has changed during the quarter. b. Donald gathers information on three mid-range American-made automobiles to compare price, fuel economy, maintenance, insurance rates, and resale value before selecting a car for the company's sales force. c. Vivian presents data supporting the decision to open the company's newest restaurant in Baton Rouge. d. Elijah conducts a study to determine whether customers prefer to dine in a restaurant or have food delivered to their homes.

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Chap 12_10e 67. Liam is writing a report to his supervisor about using social media sites to improve communication with customers. His supervisor has little experience using social media for marketing. What organizational style should Liam use for his report? a. Direct pattern b. Spiral pattern c. Indirect pattern d. Journalistic pattern 68. An informational report presenting quarterly sales data for a clothing boutique’s four branches would most likely be organized by ________. a. time b. importance c. component d. criteria 69. Determine the median of the numbers 30, 25, 25, 45, and 70. a. 195 b. 25 c. 30 d. 39 70. Determine the mean of the numbers 30, 25, 25, 45, and 70. a. 195 b. 25 c. 30 d. 39 71. Determine the mode of the numbers 30, 25, 70, 45, and 25. a. 195 b. 25 c. 30 d. 39 72. Numerical data from questionnaires or interviews are usually summarized using systematic columns and rows in a ________. a. pie chart b. flowchart c. bar chart d. table

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Chap 12_10e 73. Which type of analytical report is sometimes referred to as an internal proposal? a. Feasibility report b. Justification/recommendation report c. Yardstick report d. Progress report 74. At the same time, but, however, though, and yet are generally used to ________. a. suggest agreement b. contrast ideas c. show time and order d. clarify points 75. Of the three Ms, the ________ is generally the easiest to determine. a. mean b. mode c. median d. margin 76. Mary-Beth is using transitional expressions such as for example and in other words in a report. In using these phrases, she is attempting to ________. a. suggest cause and effect b. contrast ideas c. clarify points d. show time and order 77. The indirect pattern of organization is best for readers who ________. a. must be educated or persuaded b. are knowledgeable about the report topic c. are supportive of the report content d. are receptive to the information 78. Because the ________ section summarizes and explains the findings, it represents the heart of a report. a. table of contents b. introduction c. appendix d. conclusions 79. Which of the following is an example of a feasibility report? a. A report to determine which of three firms to use for after-hours security b. A report to determine whether a company should provide an on-site gym for its employees c. A report about a firm's profitability to be sent to the company's shareholders d. A report on a meeting held with members of the local chamber of commerce

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Chap 12_10e 80. Which of the following are examples of periodic (activity) reports? a. Sales, accounts payable, and personnel reports b. Trip, convention, and conference reports c. Investigative reports d. Justification/recommendation reports 81. A report that compares the services offered by three wireless companies should be organized by ________. a. time b. criteria c. component d. convention 82. When aiming to create an attractive page layout, consider that most readers scan a page in a(n) _______ pattern. a. F b. L c. T d. Z 83. Angelina is writing a report to her supervisor about implementing a new employee orientation process. Her supervisor is highly supportive of the idea and wants to learn the details quickly. What organizational style should Angelina use for her report? a. Direct pattern b. Spiral pattern c. Indirect pattern d. Journalistic pattern 84. Which of the following is an example of a recommendation? a. Institute a wellness program to encourage employees to improve their health by adopting healthy habits. b. Employees who take part in wellness programs have fewer absences. c. A wellness program can be an effective recruiting tool. d. Having a wellness program can lead to reduced employee absenteeism.

85. What is the most accurate statement about correlations? a. Apparent correlations between two or more variables can stimulate investigation and present possible solutions to be explored. b. Correlations prove cause-and-effect relationships. c. Correlations are not useful as statistical analysis tools. d. The terms correlation and causation are interchangeable.

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Chap 12_10e 86. Conclusions will usually be more objective if ________. a. consistent criteria are used in evaluating options b. the data are manipulated to support a predetermined outcome c. the researcher relies on personal experience related to the report problem d. you use strong language to sensationalize your findings 87. When should you write the introduction to a business report? a. As your first step in writing the report b. After you have completed the report c. About halfway through d. The introduction can be effectively written at any point.

88. Of the three Ms, the ________ is especially useful when extreme figures may warp the average. a. mean b. mode c. median d. margin 89. Background, Findings, Staffing, and Budget are examples of ________. a. talking headings b. functional headings c. generic headings d. transitional headings 90. Matt is preparing headings for a report he is writing. What is the best advice you can give him as he creates his headings? a. Include end punctuation in all headings for clarity. b. Underline all headings. c. Include at least one heading per report page. d. End each page with a heading to make the reader want to read on.

Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: ________ and interim reports describe the status of continuing projects.

92. Fill in the blank in the following sentence: The data suggest that beginning salaries are related to years of education is phrased to suggest a possible ________ rather than a statistically-proven correlation.

93. Fill in the blank in the following sentence: Informational reports emphasize facts; ________ reports emphasize reasoning and conclusions.

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Chap 12_10e 94. Fill in the blank in the following sentence: The value that occurs most frequently in a group of figures is the ________.

95. Fill in the blank in the following sentence: _______ reports answer the question Will this plan or proposal work? by examining the practicality and advisability of a course of action.

96. Fill in the blank in the following sentence: A report's introduction should tell the _______ of the report, describe the significance of the topic, and preview main points.

97. Fill in the blank in the following sentence: The range of the values $60,000 and $75,000 is ________.

98. Fill in the blank in the following sentence: Many reports are effectively organized by ________ such as location, geography, division, product, or part.

99. Fill in the blank in the following sentence: The most widely read portions of a report are the sections devoted to conclusions and ________.

100. Fill in the blank in the following sentence: Conclusions explain what the problem is, whereas ________ tell how to solve it.

101. Fill in the blank in the following sentence: A(n) _______ summary concentrates on what management needs to know from a longer report.

102. Fill in the blank in the following sentence: Background, Findings, and Overhead Costs are examples of ________ headings, which describe general topics in a report.

103. Fill in the blank in the following sentence: The ________ represents the midpoint in a group of figures arranged from lowest to highest or vice versa.

104. Fill in the blank in the following sentence: The arithmetic average of a group of figures is the _________.

105. Fill in the blank in the following sentence: The ________ section of a report summarizes and explains the findings and represents the heart of a report.

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Chap 12_10e 106. Fill in the blank in the following sentence: During his study, Efren noticed that employees who smoke take more sick days than those who don't smoke.

The relationship between these two variables is known as ________.

107. Fill in the blank in the following sentence: Additionally, consequently, on the contrary, previously, and in other words are ________ expressions that can show relationships and reveal the logical flow of ideas in a report.

108. Fill in the blank in the following sentence: A decision ________ is a special grid that helps managers make the best choice among complex options and is designed to eliminate bias and poor judgment.

109. Fill in the blank in the following sentence: Recommendations should be phrased as ________ (beginning with verbs).

110. Fill in the blank in the following sentence: For both formal and informal reports, provider reader _______ such as introductions, transitions, and headings.

111. Explain what an analytical report is and how it differs from an informational report. Then list three categories of analytical reports, describe each, and give an original example of each.

112. Report data can be arranged using five common organizational methods. List and describe four of these. Then provide an original example of a report type that commonly uses each organizational method.

113. You are writing a report in which you will recommend that your department adopt a flexible work schedule for employees. You know that your manager will be most interested in the conclusions and recommendations sections of your report. First, explain the difference between a conclusion and a recommendation. Then write one conclusion and one recommendation that you could include in your report.

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Chap 12_10e 114. At the end of the semester, you are reviewing your test grades, which are as follows: Test 1: Test 2: Test 3: Test 4: Test 5:

95 85 92 76 92

You want to describe your test scores using the statistical measurements mean, median, mode, and range.

First, define each of these terms; then calculate these figures using the data provided.

115. Explain what an informational report is. Then list and describe three categories of informational reports, and give an original example of each.

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Chap 12_10e Answer Key 1. False 2. True 3. True 4. False 5. True 6. False 7. False 8. False 9. True 10. True 11. False 12. True 13. False 14. False 15. True 16. False 17. True 18. False 19. True 20. False 21. False 22. False 23. False 24. True 25. False 26. True

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Chap 12_10e 27. True 28. True 29. False 30. True 31. d 32. a 33. b 34. c 35. c 36. b 37. c 38. d 39. d 40. d 41. c 42. a 43. d 44. b 45. c 46. b 47. b 48. b 49. b 50. b 51. c 52. b 53. b 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 12_10e 55. b 56. a 57. a 58. d 59. a 60. b 61. c 62. d 63. a 64. c 65. c 66. b 67. c 68. c 69. c 70. d 71. b 72. d 73. b 74. b 75. b 76. c 77. a 78. d 79. b 80. a 81. b 82. d Copyright Cengage Learning. Powered by Cognero.

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Chap 12_10e 83. a 84. a 85. a 86. a 87. b 88. c 89. b 90. c 91. Progress 92. relationship 93. analytical 94. mode 95. Feasibility 96. purpose 97. $15,000 98. component 99. recommendations 100. recommendations 101. executive 102. functional 103. median 104. mean 105. conclusions 106. correlation 107. transitional 108. matrix 109. commands 110. cues

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Chap 12_10e 111. Student answers will vary.

Analytical Reports: Most analytical reports answer questions about specific problems. Analytical reports differ significantly from informational reports. Although both seek to collect and present data clearly, analytical reports also analyze the data and typically try to persuade the reader to accept the conclusions and act on the recommendations.

Analytical reports can be written directly or indirectly, depending on the situation. Frontloading the recommendations also works when the topic is routine or familiar and the reader is supportive. When you must lead the reader through the process of discovering the solution or recommendation, use the indirect method: present conclusions and recommendations last.

Justification/Recommendation Reports: Both managers and employees must occasionally write reports that justify or recommend something, such as buying equipment, changing a procedure, hiring an employee, consolidating departments, or investing funds. These reports may also be called internal proposals because their persuasive nature is similar to that of external proposals.

Example: Kate wrote a report to her supervisor recommending that ergonomically designed chairs be purchased for all administrative employees.

Feasibility Reports: Feasibility reports examine the practicality and advisability of following a course of action. They answer this question: Will this plan or proposal work? Feasibility reports typically are internal reports written to advise on matters such as consolidating departments, offering a wellness program to employees, or hiring an outside firm to handle a company's accounting or computing operations. The focus in these reports is on the decision: stopping or proceeding with the proposal. Because your role is not to persuade the reader to accept the decision, you'll want to present the decision immediately.

Example: A consultant has offered a plan for improving employee morale. Trent will now write a report to the management staff describing why he thinks this plan will work.

Yardstick Reports: Yardstick reports examine problems with two or more solutions. To evaluate the best solution, the writer establishes criteria by which to compare the alternatives. The criteria then act as a yardstick against which all alternatives are measured.

Example: Laurie's company must hire a new law firm. She is conducting research to look at possible law firms and is measuring each by using the following criteria: experience in her company's field, services offered, other clients, and fees. She will present her findings in a yardstick report.

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Chap 12_10e 112. Student answers will vary but should include four of the following organizational methods.

Time: Ordering data by time means establishing a chronology of events.

Example: Ivan is preparing an agenda for next week's committee meeting.

Component: Especially for informational reports, data may be organized by components such as location, geography, division, product, or part.

Example: Olivia is preparing a report that shows sales figures for each mall tenant for December.

Importance: Organization by importance involves beginning with the most important item and proceeding to the least importantor vice versa.

Example: Leonardo is preparing a report that describes ten reasons for employee turnover. He plans to present the most common reason first, followed by less common reasons.

Criteria: Reports that compare two or more items can be arranged by criteria to help readers make comparisons.

Example: Tristan is writing a report in which he will compare three possible locations for his company's next branch location.

Convention: Many operational and recurring reports are structured using a prescribed plan that everyone understands.

Example: Catherine is a sales rep and must submit a weekly sales report to her supervisor. Each week she uses the same headings in her report.

113. Student answers will vary.

Conclusions: Summarize and explain the findings. Conclusions should analyze information logically and show how the data answer questions and solve problems.

Example: All employees reported finding it difficult to take care of personal obligations such as attending children's activities and medical appointments during the regular workweek because of professional obligations.

Recommendations: Make specific suggestions for actions that can solve the report problem.

Example: Investigate implementing a flexible work schedule that will allow employees options for meeting their 40hour per week requirement and will maintain our high standards of customer care.

114. Student must properly define these statistical terms and come up with the figures below: Mean: The arithmetic average of a group of figures Calculation: (95 + 85 + 92 + 76 + 92)/5 = 88 Median: The midpoint of a group of figures arranged from lowest to highest (or vice versa) Calculation: 95, 92, 92, 85, 76 = 92 Mode: The value that occurs most frequently in a group of figures Calculation: 92 Range: The span between the highest and lowest values in a group of figures Calculation: 95 − 76 = 19 115. Student answers will vary.

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Chap 12_10e

Informational Reports: Informational reports often describe periodic, recurring activities (such as monthly sales or weekly customer calls), as well as situational, nonrecurring events (such as trips, conferences, and progress on special projects). Short informational reports may also include summaries of longer publications. What all these reports have in common is delivering information to readers who do not have to be persuaded. Informational report readers usually are neutral or receptive. Because these reports generally deliver nonsensitive data and, thus, will not upset the reader, they are organized directly. Often they need little background material or introductory comments because readers are familiar with the topics.

Summaries: A summary compresses the main points from a book, report, article, website, meeting, or convention. A summary saves time by reducing a report or article by 85 to 95 percent.

Example: Jacob’s professor has asked him to write a summary of a chapter in his financial management book.

Periodic/Activity Reports: These recurring reports are written at regular intervalsweekly, monthly, yearlyto allow management to monitor and, if necessary, to remedy business strategies. They usually summarize regular activities and events performed during the reporting period, describe irregular events deserving the attention of management, or highlight special needs and problems.

Example: Each month Natalia, a human resources specialist for a large university, submits to her supervisor a report describing the number of applications received, number of interviews conducted, number of references checked, and number of offers made and accepted.

Trip, Convention, and Conference Reports: Employees sent on business trips or to conventions and conferences typically must submit reports when they return. Organizations want to know that their money was well spent in funding the travel. These reports inform management about new procedures, equipment, and laws and supply information affecting products, operations, and services.

Example: Nick attended a trade show to get an idea of what his company's competitors are doing. He outlined his findings and observations in a report to his supervisor.

Progress and Interim Reports: Continuing projects often require progress or interim reports to describe their status. These reports may be external (advising customers regarding the headway of their projects) or internal (informing management of the status of activities).

These reports generally specify the purpose and nature of the project, provide background information, describe the work completed, explain the work currently in progress, anticipate problems and possible remedies, and discuss future activities.

Example: Lindsay is chairing a task force studying ways to increase traffic on her company's website. At the end of each week, she submits a progress report to her boss to show the task force's progress.

Investigative Reports: Investigative or informational reports deliver data for a specific situationwithout offering interpretations or recommendations. These nonrecurring reports are generally arranged in a direct pattern with three segments: introduction, body, and summary.

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Chap 12_10e Example: Charlie studied traffic patterns in front of his coffee shop for a one-week period.

He will report his findings to the shop owner in an investigative report.

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Chap 13_10e Indicate whether the statement is true or false.

1. Whether you're using the Modern Language Association (MLA) or the American Psychological Association (APA) referencing style, you should list all sources chronologically in the order you consulted them. a. True b. False 2. Formal business reports generally aim to study problems and recommend solutions. a. True b. False 3. A business plan is necessary only when seeking financial support from venture capitalists. a. True b. False 4. The same information may be included in the letter of transmittal, executive summary, and introduction of a formal business report. a. True b. False 5. Most proposals are external. a. True b. False 6. Your final proofreading step in report writing should be for spelling, punctuation, grammar, and other mechanical errors. a. True b. False 7. The funds obtained through a grant proposal, whether they are public or private, must be repaid within a specified timeframe. a. True b. False 8. To give an organization more time to consider your proposal, you should avoid specifying a time limit for acceptance in the letter of transmittal. a. True b. False 9. You should not begin writing a report until after you have collected all the data and drawn the primary conclusions.

a. True b. False

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Chap 13_10e 10. The transmittal letter or memo that accompanies a formal business report is usually directly organized and written less formally than the report itself. a. True b. False 11. A copy of the RFP (request for proposal) should be included in the front matter of a formal proposal. a. True b. False 12. Executive summaries of formal reports should be limited to one page. a. True b. False 13. Many investors look carefully at the experience of the management team because they consider this the most important factor in assessing business potential. a. True b. False 14. Funder and grant seeker are interchangeable terms. a. True b. False 15. Most proposals begin by briefly explaining the reasons for the proposal and by highlighting the writer's qualifications. a. True b. False 16. In determining which business plans to fund, investors search for a concept with promising growth potential rather than the most unique product or service. a. True b. False 17. If you are writing a solicited proposal, your goal in the background section is to convince the reader that a problem exists. a. True b. False 18. Executive summary and abstract are interchangeable terms for the summary in the front matter of a proposal. a. True b. False

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Chap 13_10e 19. An effective opening for an informal proposal might be We are pleased to submit this proposal describing how our ethics training program can help your employees make the best decisions when faced with ethical dilemmas on the job. a. True b. False 20. The Conclusions and Recommendations sections of a report serve the same function. a. True b. False 21. Formal proposals differ from informal proposals only in length. a. True b. False 22. It is common in business reports to promise specific deliverables—tangible items your project will produce for the customer. a. True b. False 23. Redesign the website to improve reader engagement and navigation shows effective wording for a formal report recommendation. a. True b. False 24. Functional headings, such as Analysis of Findings or Discussion, are useful for sensitive topics that may upset the reader. a. True b. False 25. The conclusions should always be placed in a separate section following the body of a formal business report. a. True b. False 26. It is acceptable to omit a list of figures in a proposal as long as the proposal contains only a few tables or figures. a. True b. False 27. Informal proposals should close with a reminder of key benefits as well as a request for approval. a. True b. False 28. Proposals are written offers to solve problems, provide services, or sell equipment. a. True b. False

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Chap 13_10e 29. The budget outlined in a proposal is considered to be an estimate – with the understanding that if your costs increase the budget can be adjusted accordingly. a. True b. False 30. Most proposals are unsolicited. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Which of the following would not be included in the appendixes of a business plan? a. Managers’ résumés b. Sales forecasts and anticipated cash flow c. Promotional materials and product photos d. A realistic start-up budget 32. In the introduction section of a proposal, which of the following would be the best way to persuade the receiver to read the rest of the proposal? a. Mention a remarkable resource available exclusively to you. b. Present a detailed budget that shows a low overall cost. c. Give the background and credentials of everyone who will be working on the project. d. Provide a timetable for all activities.

33. Which of the following statements about formal business reports is least accurate? a. Formal reports are similar to formal proposals in length, organization, and serious tone. b. Formal reports are written for internal audiences only. c. Formal reports present the end product of thorough investigation and analyses. d. Breaking a long formal report into small segments makes it easier to understand.

34. Which government agency provides the most useful advice for writing a business plan? a. Internal Revenue Service b. Small Business Administration c. Securities and Exchange Commission d. Department of Homeland Security 35. Which of the following components is typically included in a formal proposal but is optional in an informal proposal? a. Budget b. Staffing c. Authorization Request d. Abstract or summary

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Chap 13_10e 36. What is the purpose of a traditional report cover? a. To give the report a professional, finished appearance b. To display your graphic design skills with fonts and wording c. To take the place of the title page d. To avoid having to send it electronically 37. A(n) ________ may be defined as a description of a proposed company that explains how it expects to achieve its marketing, financial, and operational goals. a. executive summary b. business plan c. mission statement d. abstract 38. Nora is aware that some of her report's content may not be well received by some of her readers. What advice would you give her about headings for the report? a. Use graphic headings b. Use functional headings c. Use talking headings d. Avoid using any headings 39. Which section of a proposal typically identifies the problem and discusses the goals or purposes of the project? a. Background b. Staffing c. Budget d. Authorization Request 40. An executive summary included with a formal proposal is typically ________. a. one page long b. three to four pages long c. five to six pages long d. up to 10 percent of the original text 41. The ________ of a formal business report contains the report title, the name of the person receiving the report, the author's name, and the date of submission. a. report cover b. title page c. table of contents d. executive summary

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Chap 13_10e 42. The table of contents for a short formal business report should ________. a. include all headings b. include only first- and second-level headings c. be prepared before you start writing the report d. be omitted 43. The company description in a business plan should ________. a. identify the form of your business and its business type b. discuss market characteristics, trends, projected growth, and barriers to entry c. explain how the product or service you are providing will benefit customers d. explain specifically how you will run your business 44. The budget included in a proposal ________. a. is tentative and may be modified later b. represents a contract c. should be open-ended for acceptance d. should not include a deadline for acceptance because doing so might seem too pushy 45. Which of the following is the most accurate statement about the executive summary? a. An executive summary is written for specialists or technical readers. b. An executive summary is generally shorter than an abstract. c. The content of an executive summary should be more technically oriented than an abstract. d. A formal proposal may contain both an executive summary and an abstract.

46. Which type of organization is often dependent on proposals for funding programming and salaries? a. Large corporate organizations b. Smaller, privately-owned businesses c. Nonprofit organizations d. Limited liability corporations (LLCs) 47. Sarah has decided to include a timetable in a proposal she is writing. She will most likely place it in the ________. a. introduction b. proposal section c. budget section d. authorization section

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Chap 13_10e 48. Seamus has asked you for help in preparing an executive summary of a formal business report he is writing.

What is the best advice you can give him? a. To add variety to your report, prepare your executive summary in a different sequence from the report itself. b. Use considerable technical language to impress your reader. c. Begin the executive summary with your purpose. d. Make the executive summary as long as necessary to be persuasive.

49. The _______ of a formal proposal should include the name of the client organization, the title of the proposal, and the RFP number or other designation. a. title page b. abstract c. introduction d. appendix 50. The financial analysis section of a business plan should ________. a. be included only if you have an existing company b. omit exact dollar figures c. explain how much money you already have d. omit one-time expenses 51. A(n) ________ summarizes what other authors and researchers have published on the topic of your report and is especially important for academic and scientific reports. a. executive summary b. Works Cited c. literature review d. methods review 52. Which statement does not describe the body of a formal business report? a. Clear headings are used to explain each major section. b. Evidence that justifies the conclusions is presented. c. Research findings are discussed, analyzed, interpreted, and evaluated. d. Incidental and supporting materials are placed strategically throughout the body of the report.

53. In a formal report, the letter or memo of transmittal usually ________. a. follows the indirect plan b. uses no contractions or first-person pronouns c. highlights the report's findings, conclusions, and recommendations d. is as formal as the report itself

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Chap 13_10e 54. The executive summary of a business plan ________. a. can be as long as needed to get your message across b. should be written first to get your thoughts in order c. can be combined with the mission statement d. should be an appendix at the back of your plan 55. The introduction to a proposal typically ________. a. lists the proposed project costs b. highlights the writer's qualifications c. asks for approval or authorization d. reminds the reader of the proposal’s key benefits 56. Grant proposals aim to ________. a. sell products or services b. secure funding c. increase profits d. start new businesses 57. The ________ section of a formal business report that tells what the findings mean. a. recommendations b. introduction c. conclusions d. body 58. A letter of transmittal submitted with a formal proposal should ________. a. provide ancillary (supplemental) materials of interest to readers b. include a list of the costs for the entire project c. briefly present the major features and benefits of the proposal d. describe the credentials and expertise of the project leaders 59. In an introduction to a formal report, what section identifies who commissioned the report? a. Scope b. Significance c. Background d. Authorization 60. The ________ section of a business plan provides an overview of complementary products and services and a summary of the strengths and weaknesses of your direct and indirect competitors. a. market analysis b. operations and management c. financial analysis d. product or service description

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Chap 13_10e 61. Which of the following components is typically included in a formal report but is optional in an informal report? a. Body b. Conclusion c. Introduction d. Table of contents 62. The _______ section of an informal proposal may describe the credentials of the project leaders and identify project resources such as computer facilities. a. background b. budget c. authorization d. staffing 63. Which of the following is most likely to appear in the appendix section of a formal proposal? a. A copy of the RFP b. A list of tables and figures that appear in the proposal c. The résumés of principal investigators or testimonial letters d. An executive summary of the proposal 64. The best advice for preparing a formal business report is to ________. a. collect data and write the report at the same time b. proofread the final copy three times c. complete the hardest sections first to gain a sense of accomplishment d. use the same verb tense throughout the report for consistency 65. Will is writing a solicited proposal in response to an RFP and is working on the background section. What is his goal in this section? a. To convince the reader that a problem exists b. To make himself look professional c. To show the reader how much accepting the proposal will cost d. To persuade the reader that he understands the problem completely 66. Select the most accurate statement about proposals. a. Most internal proposals are written in response to Requests for Proposals (RFPs). b. Most proposals are unsolicited. c. Effective proposals can mean life or death for an organization. d. Most proposals are internal.

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Chap 13_10e 67. The part of a formal report that highlights the important points for people who may not have time to read the entire document is the ________. a. budget b. executive summary c. authorization d. table of contents 68. What is the most accurate statement about grant proposals? a. Grant money received must be repaid. b. Funds received through a grant proposal can be used for any purpose, not just those outlined in the proposal. c. Grants are often received by the U.S. government, private foundations, and public corporations. d. Skillful grant writing is particularly important because funding organizations may receive thousands of applications for a single award.

69. During the third (and final) proofreading stage of your formal report, you should check for ________. a. word and content meaning b. grammar, punctuation, and usage errors c. formatting and consistency d. research citation 70. Which of the following statements about business plans is least accurate? a. For existing companies, the company description section should describe the company's founding, growth, sales, and profits. b. Investors are looking only for unique products or services. c. Start-up companies should explain in the product/service description section why the business will be profitable. d. The product/service description section should explain why your product or service is better than existing products or services.

71. Tamara must send the same formal report to several readers. What should she do? a. Send the same letter of transmittal to all readers. b. Omit the letter of transmittal. c. Prepare a special letter of transmittal for each, anticipating how each reader will use the report. d. Include a letter of transmittal for only the primary reader.

72. Which of the following statements about business plans is least accurate? a. Business plans are generally written in response to RFPs. b. A business plan is another form of proposal. c. A business plan is critical for securing financial support of any kind. d. The reader of a business plan is typically a bank loan officer, a venture capitalist, or an investor.

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Chap 13_10e 73. Which of the following would not appear in the operations and management section of a business plan? a. How you will run your business b. Who your competitors will be c. The personnel and management of your business d. The location of your business and the equipment you will use 74. Appendixes of formal reports and proposals are typically labelled ________. a. A, B, and so on b. 1, 2, and so on c. with Roman numerals d. in sequence with the pagination of the document 75. Writers often include additional information in the introduction to a formal report. Which of the following would be most appropriate to include in the introduction? a. A list of all secondary sources you consulted b. Charts and other visual depictions of data c. A detailed analysis of the problem d. Definitions of key terms 76. Appearing in the introduction, the ________ of a formal business report clarifies the boundaries of the report and defines what will be included or excluded. a. scope b. significance c. background d. authorization 77. A business plan's mission statement ________. a. is optional b. must be written in six or fewer words c. explains the purpose of a business and why it will succeed d. should be generic to reach the largest number of customers 78. A potential angel investor is reading your business plan for a new start-up company. What will this investor most likely consider to be the most important factor in assessing your business potential? a. Whether you're aware of all of your direct and indirect competitors b. Whether you've come up with a realistic start-up budget c. Whether your management team can implement the business plan d. Whether your start-up company will use social media for marketing and communication

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Chap 13_10e 79. The longest and most substantive section of a formal business report is the ________. a. executive summary b. introduction c. conclusion d. body 80. The ________ section of a formal business report that makes precise suggestions for actions to solve the report problem. a. recommendations b. introduction c. conclusions d. body 81. The _______ of a formal proposal may include a copy of the RFP, letter of transmittal, and executive summary. a. background b. front matter c. conclusion d. back matter 82. Employees Applaud On-Site Daycare Option is an example of a(n) ________. a. informational heading b. functional heading c. talking heading d. analytical heading 83. Unsolicited proposals should ________. a. present a flexible budget in case costs increase. b. convince the reader that a problem exists. c. use the language of the RFP. d. begin with the overall cost of your services and/or products.

84. What is the least accurate statement about formal proposals? a. To be considered a formal proposal, it must be at least 100 pages long. b. Larger businesses may employ specialists who do nothing but write proposals. c. Proposals use standard components that enable companies receiving bids to compare "apples with apples." d. Smaller firms rely on in-house staff to develop proposals.

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Chap 13_10e 85. The ________ section of an informal proposal may include a request for approval or authorization, a reminder of key benefits, and a deadline beyond which the offer is invalid. a. background b. staffing c. budget d. conclusion 86. Because they contain many parts that serve different purposes, formal reports are somewhat redundant. To avoid sounding repetitious, you should _________. a. present the data slightly differently b. not include information that has been presented elsewhere c. skip the introduction if it contains information that has been presented elsewhere d. assume that your reader saw information in an earlier section 87. Which of the following statements would not be appropriate for a letter or memo of transmittal? a. I would be glad to do follow-up research if required. b. I appreciate the opportunity to have completed this research project. c. This report investigating the need to relocate the corporate offices was authorized by Doug Peters. d. The questionnaire shown here was used to collect data for this report.

88. The actual proposal section of a proposal must ________. a. describe the credentials and expertise of the project leaders b. identify the resources you will use, including computer facilities c. tell what you propose to do and how it will benefit the reader d. include a "hook" to engage the reader 89. The body of your grant proposal states that your proposed program will lower infant mortality rates in a specified geographic region by 20% over a six-month period. This statement suggests that the goal of your proposal is _______. a. long term b. affordable c. measurable d. unfundable 90. The section in the introduction to a formal business report that tells why the report topic is important is the ________. a. scope b. significance c. authorization d. background

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Chap 13_10e Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: A ________ proposal is a formal proposal submitted to a government or civilian organization that explains a project, outlines its budget, and requests money that will not have to be repaid.

92. Fill in the blank in the following sentence: The financial analysis section of a business plan should outline two types of budgets – a realistic start-up budget and a(n) ________ budget that projects cost for personnel, insurance, rent, salaries, and so on.

93. Fill in the blank in the following sentence: A central item in most proposals is the ________, a list of proposed project costs.

94. Fill in the blank in the following sentence: When government organizations or businesses know exactly what they want, they prepare a ________ for Proposal (RFP), specifying their requirements.

95. Fill in the blank in the following sentence: A formal report includes findings, conclusions, and ________ with the goal of solving a problem.

96. Fill in the blank in the following sentence: The ________ page of a formal proposal contains the name of the client organization, name of the author, and the date of submission.

97. Fill in the blank in the following sentence: ________ tell what the report findings mean; they usually appear before the recommendations.

98. Fill in the blank in the following sentence: A(n) ________ proposal is one written in response to a company's request for proposals (RFPs) to bid on projects.

99. Fill in the blank in the following sentence: The _______ of a proposal explains the reasons for the proposal and highlights the writer's qualifications.

100. Fill in the blank in the following sentence: The ________ section of a proposal describes the credentials and expertise of the project leaders.

101. Fill in the blank in the following sentence: In the operations and ________ section of a business plan, explain specifically how you will run your business, including location, equipment, and personnel.

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Chap 13_10e 102. Fill in the blank in the following sentence: Another form of proposal is a(n) ________ plan, which is critical for securing financial support when starting your own company.

103. Fill in the blank in the following sentence: Trends, projected growth, and customer behavior are discussed in the ________ analysis section of a business plan.

104. Fill in the blank in the following sentence: Ancillary materials of interest to only some readers, such as résumés of principal investigators, testimonial letters, and audit procedures, would be included in the ________ of a formal proposal.

105. Fill in the blank in the following sentence: The company description section of a business plan should identify the form of your business as a proprietorship, partnership, or ________.

106. Fill in the blank in the following sentence: The ________ statement of a business plan describes your business idea and explains the reasons it will succeed.

107. Fill in the blank in the following sentence: The _______ phase of writing a formal business report should involve checking for formatting and consistency of headings, spacing, and page numbering.

108. Fill in the blank in the following sentence: A letter of ________ addresses the person designated to receive a formal proposal and briefly presents the major features and benefits of the proposal.

109. Fill in the blank in the following sentence: Because they are written for managers and decision-makers, ________ summaries are less technically oriented than abstracts.

110. Fill in the blank in the following sentence: ________ are written offers to solve problems, provide services, or sell equipment.

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Chap 13_10e 111. As a department manager, you see a need to improve the formal business reports generated by your team. You decide to hold a training session to provide important drafting and proofreading tips that can build credibility and save time. Identify five writing tips that you will cover, and explain each.

112. Explain the differences between formal business reports and formal proposals. Then give an original workplace example of when each would be written.

113. In addition to the six parts of informal proposals, formal proposals often contain a number of special components. List five of these special components, and describe the information contained in each.

114. Explain what a business plan is and when one is necessary. Then list five components that should be included in a business plan, describing the type of information included in each.

115. Explain the difference between solicited and unsolicited proposals. Then list the six parts of informal proposals, describing what type of information is included in each.

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Chap 13_10e Answer Key 1. False 2. True 3. False 4. True 5. True 6. False 7. False 8. False 9. True 10. True 11. True 12. False 13. True 14. False 15. True 16. True 17. False 18. False 19. True 20. False 21. False 22. False 23. True 24. True 25. False 26. True

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Chap 13_10e 27. True 28. True 29. False 30. False 31. d 32. a 33. b 34. b 35. d 36. a 37. b 38. b 39. a 40. d 41. b 42. a 43. a 44. b 45. d 46. c 47. b 48. c 49. a 50. c 51. c 52. d 53. c 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 13_10e 55. b 56. b 57. c 58. c 59. d 60. a 61. d 62. d 63. c 64. b 65. d 66. c 67. b 68. d 69. c 70. b 71. c 72. a 73. b 74. a 75. d 76. a 77. c 78. c 79. d 80. a 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 13_10e 83. b 84. a 85. d 86. a 87. d 88. c 89. c 90. b 91. grant 92. operating 93. budget 94. Request 95. recommendations 96. title 97. Conclusions 98. solicited 99. introduction 100. staffing 101. management 102. business 103. market 104. appendix 105. corporation 106. mission 107. proofreading 108. transmittal 109. executive 110. Proposals

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Chap 13_10e 111. Student answers will vary but will include five of the following writing tips.

Allow sufficient time: Develop a realistic timetable and stick to it.

Finish data collection: Do not begin writing until you have collected all the data and drawn the primary conclusions.

Starting too early often means backtracking. For reports based on survey data, complete the tables and figures first.

Work from a good outline: A big project such as a formal report needs the order and direction provided by a clear outline.

Create a proper writing environment: You will need a quiet spot where you can spread out your materials and work without interruption.

Use the features of your computer wisely: Preparing a report on a word processor enables you to keyboard quickly; revise easily; and check spelling, grammar, and synonyms readily.

Write rapidly; revise later: Record your ideas quickly and save revision until after the first draft is completed.

Save difficult sections: If some sections are harder to write than others, save them until you've developed confidence and rhythm working on easier topics.

Be consistent in verb tense: Use past-tense verbs to describe previous actions and present-tense verbs to describe current actions.

Generally avoid I and we: To make formal reports seem as objective and credible as possible, omit first-person pronouns.

Let the first draft sit: After completing the first draft, put it aside for a day or two; then return to it with the expectation of revising and improving it.

Revise for clarity, coherence, and conciseness: Read a printed copy out loud to make sure the sentences make sense and the ideas flow together naturally. Decide if you can cut wordiness and flabbiness.

Proofread the final copy three times: Proofread the report the first time for word meaning and content. Proofread it a second time for spelling, punctuation, grammar, and mechanical errors. Proofread it a final time to check its formatting and consistency.

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Chap 13_10e 112. Student answers will vary.

Formal reports are similar to formal proposals in length, organization, and serious tone. Proposals make offers; in comparison, formal reports represent the end product of thorough investigation and analysis. Formal reports present ordered information to the decision makers in business, industry, government, and education.

Examples of each: Formal Proposal: You are responding to a government request for proposal (RFP). The Department of Labor is looking for a company to design customized online training for its employees.

Formal Report: You have been asked by your supervisor to study the feasibility of allowing employees to telecommute several days per month.

113. Student answers will vary but should include five of the following components.

Copy of the RFP: A copy of the request for proposal may be included in the front matter of a formal proposal. Large organizations may have more than one RFP circulating, and identification is necessary.

Letter of Transmittal: Addresses the person who is designated to receive the proposal or who will make the final decision, describes how you learned about the problem or confirms that your proposal responds to the enclosed RFP, presents the major features and benefits of your proposal, and mentions the time limit for which the bid stands.

Abstract or Executive Summary: Provides a brief summary of the proposal's highlights.

Title Page: Includes the title of the proposal, the name of the client organization, the RFP number or other announcement, the date of submission, and the author's name.

Table of Contents: Includes all headings and their beginning page numbers.

List of Illustrations: Includes each figure or table title and its page number.

Appendix: Contains ancillary materials of interest to some readers.

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Chap 13_10e 114. Student answers will vary but should include five of the following business plan components.

A business plan is another form of proposal. A business plan is necessary when you want to start your own business.

A business plan is critical for securing financial support of any kind. Such a plan also ensures that you have done your homework and know what you are doing in launching your business. It provides you with a detailed road map to chart a course to success.

Letter of transmittal: Provides contact information for all principals and explains your reason for writing. If you are seeking venture capital or an angel investor, the transmittal letter may become a pitch letter. In that case you would want to include a simple description of your idea and a clear statement of what's in it for the investor. The letter should include a summary of the market, a brief note about the competition, and an explanation of why your business plan is worthy of investment.

Mission Statement: Explains the purpose of your business and why it will succeed.

Executive Summary: Highlights the main points of your business plan and should not exceed two pages. It should conclude by introducing the parts of the plan and asking for financial backing.

Table of Contents: Lists the page numbers and topics included in your plan.

Company Description: Identifies the form of your business (proprietorship, partnership, or corporation) and its type (merchandising, manufacturing, or service). For existing companies, describes the company’s founding, growth, sales, and profit.

Product or Service Description: Explains what you are providing, how what you are providing will benefit customers, and why what you are providing is better than existing products or services.

Market Analysis: Discusses market characteristics, trends, projected growth, customer behavior, complementary products or services, and barriers to entry. Identifies your customers and how you will attract, hold, and increase your market share. Discusses the strengths and weaknesses of your direct and indirect competitors.

Operations and Management: Explains specifically how you will run your business, including location, equipment, personnel, and management. Highlights experienced and well-trained members of the management team and your advisors.

Financial Analysis: Outlines a realistic start-up budget and presents an operating budget. Explains how much money you have, how much you will need to start up, and how much you will need to stay in business.

Appendices: Provide necessary extras such as managers’ résumés, promotional materials, product photos, sales forecasts, personnel plans, anticipated cash flows, profits and losses, and balance sheets.

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Chap 13_10e 115. Student answers will vary.

Proposals may be divided into two categories: solicited and unsolicited. When firms know exactly what they want, they prepare a request for proposal (RFP) specifying their requirements. Government agencies, as well as private businesses, use RFPs to solicit competitive bids from vendors. Most proposals are solicited. Enterprising companies looking for work might submit unsolicited proposals, which are offers to solve problems or provide products or services.

Informal proposals have the following six parts: Introduction: Explains the reasons for the proposal and highlights the writer's qualifications. May also provide a “hook” to make the proposal more persuasive.

Background, Problem, and Purpose: Identifies the problem and discusses the goals or purposes of the project. If the proposal is unsolicited, it convinces the reader that a problem exists. If the proposal is solicited, it persuades the reader that you understand the problem completely.

Proposal, Plan, and Schedule: Discusses your plan for solving the problem, what you propose to do, and how it will benefit the reader. It may include a schedule of activities or timetable showing when events will take place.

Staffing: Describes the credentials and expertise of the project leaders. It may also identify the size and qualifications of the support staff, along with other resources such as computer facilities.

Budget: Presents a list of proposed project costs.

Authorization Request: Requests approval or authorization and reminds the reader of key benefits. It might also include a deadline beyond which the offer is invalid.

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Chap 14_10e Indicate whether the statement is true or false.

1. Elliott will be giving a PowerPoint presentation in a lightened room. He should use light text on a dark background. a. True b. False 2. When a team works on a group presentation, conflict and confrontation among members can actually create better final products by promoting new ideas and avoiding groupthink. a. True b. False 3. Logan plans to ask for audience questions at the end of his presentation. If he thinks the audience might not have heard a question, he should ask the audience member to repeat it more loudly. a. True b. False 4. Using your smartphone to check voice and text messages during meetings is a good way to showcase your focus on productivity and engagement. a. True b. False 5. When designing presentation slides, you should consider the associations your audience may have with various colors. In the U.S., for example, blue is a popular color choice for many presentations because it is associated with credibility, tranquility, conservatism, and trust. a. True b. False 6. Nonverbal communication, such as smiling, is not important in professional conversations over the phone. a. True b. False 7. The most important part of your preparation for a professional presentation is deciding what you want to accomplish. a. True b. False 8. You should avoid sharing personal stories during a presentation because they may distract the audience. a. True b. False 9. When preparing to work on a project, teams should select one team leader to plan and conduct meetings, keep a record of group decisions, and determine whether the group is on target and meeting its goals. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 14_10e 10. Doug wants to give the most impressive and effective presentation possible to his company's board of directors.

To increase his confidence, he should memorize his entire presentation. a. True b. False 11. To increase their confidence, inexperienced speakers should avoid using visual aids. a. True b. False 12. As a courtesy to her intercultural audience, Sabrina should speak slowly, use simple English and short sentences, and avoid jargon and clichés. a. True b. False 13. In the introduction to her presentation about financial statement analysis, Christina is telling the audience about how many years she has working in the accounting industry. She is doing this to build credibility. a. True b. False 14. You should avoid repeating points in your presentation because the audience may become bored or regard you as unorganized. a. True b. False 15. Your oral presentation to the board of directors will outline the advantages and disadvantages of merging with another company. The problem-solution organizational plan would probably be best for this topic. a. True b. False 16. One of the most effective strategies for reducing stage fright is knowing your subject thoroughly. a. True b. False 17. Webinars and podcasts are examples of business presentations. a. True b. False 18. Our new CEO acts like the coach of a football team is an example of a simile. a. True b. False 19. Monica is designing a PowerPoint presentation and following the 6-x-6 rule. This means that she is limiting each slide to six bullets, with no more than six words per bullet. a. True b. False

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Chap 14_10e 20. When leaving a voice message, you should explain the purpose of the call in addition to providing your name, phone number, and the date and time. a. True b. False 21. Before making a phone call, you should prepare the voice message you plan to leave if the receiver does not answer. a. True b. False 22. When preparing a slide deck presentation, apply the 10/20/30 rule and the 6-x-6 rule. a. True b. False 23. When speaking to an intercultural audience, you should smile, laugh, and tell jokes as much as possible to get your audience to feel comfortable. a. True b. False 24. Handouts are usually best distributed at the beginning of a presentation. a. True b. False 25. Zoom presentation software (such as Prezi) allows speakers to zoom in on and out of images to help the audience understand and remember content, details, and relationships. a. True b. False 26. For optimal audience engagement, you should keep the tone, volume, pitch, and pace of your voice consistent during a presentation. a. True b. False 27. During his presentation Michael said, Let me now review the two possible solutions we've discussed so far.

He has used a verbal signpost to help his audience recognize the organization of and key points in his presentation. a. True b. False 28. Marissa is giving a high-stakes presentation to the board of directors. She should read her presentation to the audience to make sure she covers all points precisely. a. True b. False

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Chap 14_10e 29. Delivering your presentation extemporaneously means that you avoid rehearsing so that it will seem fresh and conversational. a. True b. False 30. A presentation that incorporates visual aids is more likely to be understood and retained than one lacking visual enhancement. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Helpful previews, summaries, and transitions in an oral presentation are examples of ________. a. conclusions b. criteria c. verbal signposts d. supporting materials 32. With what type of audience should you avoid a question-and-answer period at the end of your presentation? a. A friendly audience b. A neutral audience c. An uninterested audience d. A hostile audience 33. Molly will be delivering a presentation to an intercultural audience. She should ________. a. consider breaking her presentation into short, distinct topics b. always present the main idea at the beginning of the presentation c. speak at a rapid speed if the presentation is being translated d. use an informal delivery style 34. The best notes for an extemporaneous oral presentation contain ________. a. single words describing each major topic b. an entire paragraph describing each major topic c. a complete sentence or two introducing each major idea d. a complete word-for-word script of the speech 35. The introduction to an oral presentation should ________. a. cover a limited number of main points, say, two to four b. try to establish the credibility of the audience c. be organized using a common strategy such as chronological or geographical d. preview the main points of the presentation

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Chap 14_10e 36. Thomas will be telling staff in his department about new equipment that will be installed soon. He expects his audience to be neutral about this information because the new equipment won't have a large effect on employees' day-to-day activities. What should Thomas do when delivering his presentation? a. Be dynamic and entertaining, moving around and using large gestures. b. Be warm, pleasant, and open; use lots of eye contact and smiles. c. Save time at the end for audience questions. d. Include humor, personal stories, and flashy visuals.

37. Because it is the most remembered part of a presentation, you should spend sufficient time making the ________ as effective as possible. a. introduction b. body c. conclusion d. slide design 38. Anticipating ________________ (two words) is a second key step in effective preparation. a. presentation attire b. audience reactions c. visual aids d. technology costs 39. One of the most effective strategies for reducing stage fright is to ________. a. memorize the presentation b. know the subject thoroughly c. have a complete "script" of the presentation handy for reference d. develop the ability to "wing it" 40. Which of the following techniques would be most likely to help you increase dramatic effect? a. Eye contact b. A quote c. A rhetorical question d. A long pause after a key statement 41. The most successful teams working on a written or oral presentation ________. a. make meetings a top priority b. make decisions by majority rule c. avoid conflict d. decide on the final format of the document or presentation before doing anything else

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Chap 14_10e 42. Team members determine whether the document or presentation is fulfilling its purpose and meeting the needs of the audience while ________. a. collecting information b. organizing, writing, and revising c. editing, rehearsing, and evaluating d. planning the document or presentation 43. The body of a short, 20-minute presentation should focus on ________. a. at least five to eight main points b. one or two main points c. two to four main points d. up to ten main points 44. Which of the following is the best advice regarding nonverbal messages during your presentation? a. Stay behind the podium for the most confident, professional look. b. Try to look serious the entire time to maintain your credibility. c. Don't worry about your appearance because your words are what really matter. d. Be enthusiastic and let your body show it.

45. You will be presenting a proposal about eliminating one of your company's product lines, and you expect your audience to be unsupportive of your ideas. You should ________. a. be calm and controlled and speak evenly and slowly b. attempt to diffuse the situation with humor c. avoid sharing data and expert opinions d. be dynamic and entertaining and move around, using large gestures 46. Antonia's presentation will discuss the advantages and disadvantages of selling her company's product exclusively online. The most effective organizational strategy for Antonia's presentation would be by ________. a. chronology b. problem/solution c. geography/space d. comparison/contrast 47. Social media is a worldwide party just waiting for companies to join the fun is an example of ________. a. humor b. a simile c. a metaphor d. a personal anecdote

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Chap 14_10e 48. Lucy has recorded her weekly lecture to deliver to her students in their online classroom. This type of business presentation is called a(n) ________. a. impromptu speech b. webinar c. briefing d. keynote address 49. If you have agreed to speak to an audience with which you are unfamiliar, what is the best thing to do? a. Take your best guess as to who will be in your audience. b. Contact each audience member individually to try to get to know him or her before your presentation. c. Ask for the names of a half dozen people who will be in the audience and contact them. d. Plan the presentation based on what interests you the most.

50. To optimize professionalism when receiving telephone calls, which of the following should you do? a. When answering your telephone, identify yourself immediately. b. Use No at the beginning of a sentence when needed to get your point across clearly. c. When answering the phone for someone else, disclose where the person is and when he or she will return. d. Guarantee a return call when taking a message for someone else.

51. You are about to design multimedia slides for a presentation to your department. What should you do first? a. Decide whether to use PowerPoint, Prezi, SlideRocket, or some other software package. b. Analyze the situation to determine how your slides will be used and delivered. c. Anticipate your audience. d. Choose your text and color schemes.

52. Bruce wants to be sure to keep his audience engaged while delivering his PowerPoint presentation. What should he do? a. Leave the lights as low as possible so that his audience can see the slides better. b. Design his slides so well that they become the main attraction. c. Look at his slides often to make sure he's not leaving out anything. d. Use a remote clicker so that he can move freely.

53. A group of new medical school students were told Look to your right and look to your left. Only one of you will still be here in two years. This is an example of using ________ to build rapport. a. a metaphor b. personalized statistics c. a personal anecdote d. an analogy

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Chap 14_10e 54. What is the best guideline for creating text on your multimedia slides? a. Always create your text using black font. b. Include paragraphs of text so that your content looks more meaningful. c. As a general guideline, include no more than six bullets per screen and six words per bullet. d. Avoid using bullets altogether because they are considered out of date.

55. Select the most accurate statement about visual aids. a. Visual aids tend to lengthen oral presentations. b. Visual aids have no effect on a speaker's self-confidence or poise. c. Visual aids improve comprehension and retention. d. Visual aids should be used only by experienced speakers.

56. The introduction to an oral presentation should accomplish three goals: identify yourself and establish your credibility, preview your main points, and ________. a. ask for relevant audience questions b. capture your listeners' attention and get them involved c. use an accepted organizational pattern such as chronology or geography/space d. distribute all relevant handouts 57. Whatever type of audience you face, your presentation should focus on audience _______ to help the people present determine what's in it for them. a. questions b. demographics c. benefits d. attitudes 58. Let me review the four steps in processing a customer return is an example of which type of verbal signpost? a. Previewing b. Summarizing c. Switching directions d. Transitioning 59. Which of the following is most likely to gain your audience's attention in the introduction of a presentation? a. It's a pleasure to be here today. b. By the end of this presentation, you will know how to protect your customers' personal information from identity thieves. c. I'm honored to be asked to speak to you today. d. Today I’m going to talk about identity theft.

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Chap 14_10e 60. What is the best time to distribute handouts during a presentation? a. Before you begin your presentation b. During the presentation c. At the end of your presentation d. After each main point of your presentation 61. In her presentation Sohni says, I will now discuss three possible solutions to our employee turnover problem. This is an effective way to ________. a. summarize what she's already said b. conclude her presentation c. establish credibility with the audience d. show the organization of her presentation 62. Which of the following is an advantage of 3D zoom presentations? a. They help the audience better understand and remember content, details, and relationships. b. They are considered less dynamic than other types of presentation software, allowing the audience to focus only on printed text. c. They use individual slides arranged in a linear fashion. d. They prevent the use of bullet points, requiring presenters to be more creative in sharing content.

63. Keisha has been asked to give a presentation about a new method for processing customer returns. The first thing she should do is ________. a. develop an outline of the points she wants to cover in her presentation b. prepare the visual aids she will use in delivering the presentation c. determine the purpose of her presentation d. write the text of her presentation 64. Which of the following would be considered courteous and responsible smart phone use in the workplace? a. Speaking loudly in animated tones during phone calls. b. Checking text and e-mail messages while you are driving to effectively manage your time. c. Checking text, e-mail, and voice messages on your phone only at the beginning and end of face-to-face meetings. d. Returning all voice mail messages within one business day whenever possible.

65. Visual aids for intercultural presentations should ________. a. use less text on slides than for a presentation for native speakers b. be written in English only if the presentation is taking place in the U.S. c. not include numbers without projecting or writing them out for the audience to see d. be avoided so that you can include only text, which nonnative speakers are more likely to understand

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Chap 14_10e 66. When creating slides, you should make any listed items parallel. This refers to _______. a. continuing a list from one slide onto the next b. ensuring that they are in vertical alignment c. phrasing the items so that they are grammatically similar d. centering all content down the middle of a slide 67. Which of the following is the best conclusion for an oral presentation? a. That's all I have for today. b. To ensure that all employees are able to interact effectively with our diverse customers, I encourage you to approve this diversity training program. c. Thank you from the bottom of my heart for being here today. d. Before I conclude, let me add two more important points.

68. Colleen is especially nervous about an upcoming workplace presentation. She should ________. a. present her first sentence from memory b. begin speaking immediately without pausing c. avoid any body movement d. speak quickly so she doesn't sound nervous 69. A neutral audience is likely to be ________. a. enthused about you and your topic b. calm and rational c. forced to be there and have short attention spans d. defensive and emotional 70. If you are speaking with colleagues online and in real-time while giving information about an upcoming product launch, you are giving a(n) ________ presentation. a. impromptu b. podcast c. traditional d. virtual 71. Ryan has been asked to give his supervisor a concise summary of a proposal that he will be delivering to the board of directors later in the week. This type of business presentation is called a(n) ________. a. impromptu speech b. podcast c. briefing d. keynote address

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Chap 14_10e 72. Which of the following should you do when planning a question-and-answer period after an oral presentation? a. Set a time limit for questions and answers. b. Don't announce the question-and-answer period until the end of your presentation. c. Don't repeat each question when it is asked because doing so wastes valuable time. d. When answering the audience's questions, be sure to defend your position.

73. Which of the following statements about memorizing presentations is most accurate? a. Inexperienced speakers can effectively memorize an entire presentation. b. Memorizing significant parts of an oral presentation can be dramatic and impressive. c. Expert speakers know not to memorize any part of an oral presentation. d. Memorizing an oral presentation eliminates the need for note cards.

74. Which of the following is the best way to build rapport with your audience? a. Deliver your presentation from behind a podium. b. Use the most high-tech visual aids. c. Establish a genuine connection. d. Dress in your most professional business attire.

75. ________ can include audio, videos, images, animations, and hyperlinks. a. Overhead transparencies b. Multimedia slides c. Flipcharts d. Handouts 76. What is the best advice for making effective telephone calls? a. Because a telephone call is more personal than other forms of communication, use the telephone whenever possible to contact someone. b. Plan a mini-agenda before placing a telephone call. c. The responsibility for ending a call lies with the person receiving the call. d. Leave the most concise voice mail message possible, ideally mentioning only your name to save the receiver time when listening to it.

77. A cross-functional team has been formed to come up with ways to improve communication among departments.

Team members are now taking part in a brainstorming session. They are in what stage of the project? a. Preparing to work together b. Planning the document or presentation c. Collecting information d. Organizing, writing, and revising

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Chap 14_10e 78. Reading an oral presentation directly from notes or slides ________. a. is an effective technique for beginning speakers b. is a good idea to ensure that everything is covered c. allows the speaker to use on-the-spot nonverbal feedback from the audience d. causes the audience to lose confidence in the speaker's expertise 79. You will be presenting an overview of the changing diversity of your customers in each of your company's six regions. The best way to organize your presentation is by ________. a. geography/space b. chronology c. importance d. best case/worst case 80. What is the most important part of preparing for a presentation? a. Selecting your delivery style b. Deciding what you want to accomplish c. Preparing professional slides d. Selecting appropriate attire 81. Benjamin will be giving a presentation in class about the history of Google. What organizational pattern will he most likely use? a. Chronology b. Simple/complex c. Geography/space d. Value/size 82. The conclusion of an oral presentation should accomplish three goals: summarize the main themes of the presentation, include a statement that allows you to leave the podium gracefully, and ________. a. preview your main points b. establish your credibility c. leave the audience with a specific and noteworthy take-away d. gain the audience's attention 83. Which organizational pattern uses the five Ws and an H (who, what, when, where, why, and how)? a. Chronology b. Topic/function/conventional grouping c. Journalistic d. Best case/worst case

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Chap 14_10e 84. Select the most accurate statement about using animation and color to get the most positive response from your audience. a. Messages conveyed by color are the same in all cultures. b. Try to use animation and sound effects on nearly every slide to keep your audience's attention. c. Bold colors such as blue, green, and purple are best to highlight primary ideas. d. Adjust the text color in such a way that it provides low contrast, which will make it more readable.

85. Speakers can establish credibility by ________. a. describing their qualifications b. using professionally designed visual aids c. getting the audience involved d. previewing their main points 86. The two most powerful keys to audience comprehension and retention during a presentation are good organization and ________. a. professionally designed slides b. intentional repetition c. a structured question-and-answer period at the end of the presentation d. a dynamic and entertaining presentation style 87. When a state senator told an audience that she learned to be a leader while playing on her college volleyball team, she was building rapport by using a(n) ________. a. personal anecdote b. metaphor c. simile d. analogy 88. What is the least accurate statement about oral presentations? a. Until you are promoted to a managerial role, you will probably not have to give presentations. b. College provides many opportunities to improve your presentation skills. c. A recent study shows that a key predictor of success and upward mobility is how much you enjoy public speaking and how effective you are at it. d. Most people have some apprehension when speaking in public.

89. The take-away provided in the conclusion of your presentation should ________. a. be a physical object that will remind the audience of your content b. include one or two completely new points that you have saved for the end c. use the same phrasing that you used in your introduction d. tie in with the opening or present a forward-looking idea

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Chap 14_10e 90. Select the most accurate statement describing voice mail. a. Many businesspeople use voice mail to intercept and to screen incoming telephone calls. b. The best voice mail greetings are generic and impersonal. c. Never use voice mail because it is rude and frustrating to callers. d. Begin to prepare your voice message once you realize the caller is not answering.

Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: A presentation describing the prevention of identity theft and how to recover after identity thieves strike would be best organized using the _________ pattern, which highlights who, what, when, where, why, and how.

92. Fill in the blank in the following sentence: ________ delivery means speaking freely, generally without notes, after preparing and rehearsing.

93. Fill in the blank in the following sentence: ________ presentations include audio, video, images, animation, and/or hyperlinks.

94. Fill in the blank in the following sentence: Presentation software provides professionally designed ________ that combine harmonious colors, borders, bullet styles, and fonts for pleasing visual effects.

95. Fill in the blank in the following sentence: Verbal ________ reveal to the audience when the speaker is previewing, summarizing, switching directions, and transitioning between main points.

96. Fill in the blank in the following sentence: By bringing ________ into the open and encouraging confrontation, a team can prevent personal resentment and group dysfunction.

97. Fill in the blank in the following sentence: ________ messages conveyed by personal appearance and facial expressions can greatly affect the success of an oral presentation.

98. Fill in the blank in the following sentence: ________ presentations, designed using software such as Prezi, allow the speaker to move in and out of images to help the audience better understand and remember content, details, and relationships.

99. Fill in the blank in the following sentence: A ________ is an online, pre-recorded audio clip delivered over the Web.

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Chap 14_10e 100. Fill in the blank in the following sentence: When you prepare your PowerPoint slides, it is recommended that you strive to break free from ________ lists whenever possible and minimize the use of text.

101. Fill in the blank in the following sentence: ________ presentations are those that require you to communicate effectively with nonnative speakers of English; these require special awareness, sensitivity, and planning.

102. Fill in the blank in the following sentence: Good organization and intentional, strategic ________ are the two most powerful keys to audience comprehension and retention during a presentation.

103. Fill in the blank in the following sentence: ________ (two words) is commonly experienced by speakers and is caused when the body responds to a frightening situation with fight-or-flight syndrome.

104. Fill in the blank in the following sentence: Use the introduction of your oral presentation to capture listeners' attention and get them involved, to identify yourself and establish your _______, and to preview your main points.

105. Fill in the blank in the following sentence: Determining your ________ is the first and most important step in preparing for an oral presentation.

106. Fill in the blank in the following sentence: The _______ is the value of the presentation to the audience and the benefit audience members believe they have received.

107. Fill in the blank in the following sentence: When making a telephone call, use a three-point ________ by using the receiver's name, identifying yourself and your affiliation, and briefly explaining your reason for calling.

108. Fill in the blank in the following sentence: Good speakers are adept at building audience ________ by forming a bond with the audience and by entertaining as well as informing.

109. Fill in the blank in the following sentence: When leaving a voice mail message, you should never leave sensitive, private, or ________ information.

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Chap 14_10e 110. Fill in the blank in the following sentence: Our old computers are dinosaurs is an example of a(n) ________.

111. Several organizational strategies exist for developing effective presentations, depending on your purpose and the nature of your content. List and explain five of these strategies and give an original example of when you might use each.

112. You are especially nervous for an upcoming workplace presentation because of the size and professional status of the audience. List and explain five techniques discussed in the chapter for combatting stage fright.

113. Many forms of visual aids are available to enhance a presentation. List five of these and describe the pros and cons of each type.

114. A key element in preparing for an oral presentation is analyzing your audience. List and describe the four types of audiences discussed in the chapter. For each type, also share two presentation strategies that can help you engage that audience.

115. Productive teamwork does not happen by chance; effective teams prepare well to ensure their success.

Discuss three strategies or tools outlined in the chapter that help team members optimize their work together.

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Chap 14_10e Answer Key 1. False 2. True 3. False 4. False 5. True 6. False 7. True 8. False 9. False 10. False 11. False 12. True 13. True 14. False 15. False 16. True 17. True 18. True 19. True 20. True 21. True 22. False 23. False 24. False 25. True 26. False

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Chap 14_10e 27. True 28. False 29. False 30. True 31. c 32. d 33. a 34. c 35. d 36. c 37. c 38. b 39. b 40. d 41. a 42. c 43. c 44. d 45. a 46. d 47. c 48. b 49. c 50. a 51. b 52. d 53. b 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 14_10e 55. c 56. b 57. c 58. b 59. b 60. c 61. d 62. a 63. c 64. d 65. c 66. c 67. b 68. a 69. b 70. d 71. c 72. a 73. b 74. c 75. b 76. b 77. c 78. d 79. a 80. b 81. a 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 14_10e 83. c 84. c 85. a 86. b 87. a 88. a 89. d 90. a 91. journalistic 92. Extemporaneous 93. Multimedia 94. templates 95. signposts 96. conflict 97. Nonverbal 98. Zoom 99. podcast 100. bulleted 101. Intercultural 102. repetition 103. Stage fright 104. credibility 105. purpose 106. take-away 107. introduction 108. rapport 109. confidential 110. metaphor

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Chap 14_10e 111. Student answers will vary but should include five of the following organizational strategies and related examples.

Chronology: Describes the history of a problem or event from the beginning to the present.

Example: A presentation that describes what has led to the decision to acquire another company Geography/Space: Presents information organized by geographic region or area or by space or location.

Example: A presentation about the 2015 sales and net profit revenues for each region of an organization Topic/Function/Conventional Grouping: Presents information organized by specific topics or groups.

Example: A presentation about wireless services offered by a telecommunications company Comparison/Contrast (Pro/Con): Presents information by comparing one item to others or by showing the pros and cons of an item.

Example: A presentation that shows the pros and cons of allowing employees to telecommute Journalistic Pattern (the five Ws and an H): Answers the questions who, what, when, where, why, and how.

Example: A presentation about an incident of embezzlement within the company Value/Size: Presents information organized by value or size in increasing or decreasing order.

Example: A presentation about commercial rental costs in the United States, organized from lowest to highest price by city Importance: Presents information that is organized from the most important reason to the least important, or vice versa.

Example: A presentation about the reasons for decreases in productivity, starting with the most important reason Problem/Solution: Presents the problem first, followed by a solution.

Example: A presentation about a problem with a network slowdown, followed by a solution for dealing with it Simple/Complex: Presents information that begins with the simplest concept, leading up to the most complex concept.

Example: A presentation about operating a software package that begins with how to start the software and perform basic operations, leading to how to perform more complex operations Best Case/Worst Case: Presents a scenario, describing the best possible results and the worst possible results.

Example: A presentation analyzing whether a company should sell its product exclusively online, organized by the best-case result opposed to the worst-case result

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Chap 14_10e 112. Student answers will vary but will include five of the following tips.

Breathe deeply: Use deep breathing to ease your fight-or-flight symptoms. Inhale to a count of ten, hold this breath to a count of ten, and exhale to a count of ten. Concentrate on your counting and your breathing to reduce your stress.

Convert your fear: Don't view your sweaty palms and dry mouth as evidence of fear. Interpret them as symptoms of exuberance, excitement, and enthusiasm to share your ideas.

Know your topic and come prepared: Feel confident about your topic. Select a topic that you know well and that is relevant to your audience. Prepare thoroughly and practice extensively.

Use positive self-talk: Remind yourself that you know your topic and are prepared. Tell yourself that the audience is on your sidebecause it is! Moreover, most speakers appear to be more confident than they feel. Make this apparent confidence work for you.

Take a sip of water: Drink some water to alleviate your dry mouth and constricted voice box, especially if you are talking for more than 15 minutes.

Shift the spotlight to your visuals: At least some of the time the audience will be focusing on your slides, transparencies, handouts, or whatever you have preparedand not totally on you.

Ignore any stumbles: Realize that it is okay to make an occasional mistake. Don't apologize or confess your nervousness. If you make a mistake, ignore the stumble and keep going. The audience will forget any mistakes quickly.

Feel proud when you finish: You'll be surprised at how good you feel when you finish. Take pride in what you've accomplished, and your audience will reward you with applause and congratulations. And, of course, your body will call off the fight-or-flight response and return to normal!

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Chap 14_10e 113. Student answers will vary but should include five of the following visual aids.

Multimedia Slides: Pros: Create professional appearance with many color, art, graphic, and font options. Ability to incorporate video, audio, and hyperlinks. Easy to use and transport via removable disk, Web download, or e-mail attachment.

Inexpensive to update.

Cons: Present potential incompatibility issues. Require costly projection equipment and practice for smooth delivery.

Tempt user to include razzle-dazzle features that may fail to add value. Too one-dimensional and linear.

Zoom presentations: Pros: Nonlinear, 3D quality allows presenter to zoom in and out of content to show the “big picture” or specific details. Attractive templates. Ability to insert rich media. Presentations are interactive, cinematic, and dynamic.

Cons: Cloud-based, so Internet access is required. No way to edit images. Limited font choices. Because there are no separate slides, some users find it difficult to move around the canvas. Zooming can be distracting and even nauseating.

Video: Pros: Gives an accurate representation of the content; strong indication of forethought and preparation.

Cons: Creates potential for compatibility issues related to computer video formats. Expensive to create and update.

Handouts: Pros: Encourage audience participation. Easy to maintain and update. Enhance recall because audience keeps reference material.

Cons: Increase risk of unauthorized duplication of speaker's material. Can be difficult to transport. May cause speaker to lose audience's attention.

Flipcharts/Whiteboards: Pros: Provide inexpensive option available at most sites. Easy to create, modify or customize on the spot, record comments from the audience, and combine with more high-tech visuals in the same presentation.

Cons: Require graphics talent. Difficult for larger audiences to see. Cumbersome to transport and easily worn with use.

Props: Pros: Offer a realistic reinforcement of message content. Increase audience participation with close observation.

Cons: Lead to extra work and expense in transporting and replacing worn objects. Limited use with larger audiences.

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Chap 14_10e 114. Student answers will vary.

Friendly Audience: They like you and your topic.

Presentation Techniques: Use any organizational pattern. Try something new. Try to involve the audience. Be warm, pleasant, and open. Use lots of eye contact and smiles. Include humor, personal examples, and experiences.

Neutral Audience: They are calm and rational. Their minds are made up, but they think they are being objective.

Presentation Techniques: Present both sides of the issue. Use pro/con or problem/solution patterns. Save time for audience questions. Be controlled and do nothing showy. Use confident, small gestures. Use facts, statistics, expert opinions, and comparison and contrast. Avoid humor, personal stories, and flashy visuals.

Uninterested Audience: They have short attention spans. They may be there against their will.

Presentation Techniques: Be brief; cover no more than three points. Avoid topical and pro/con patterns that seem lengthy to the audience. Be dynamic and entertaining. Move around and use large gestures. Use humor, cartoons, colorful visuals, powerful quotations, and startling statistics. Avoid darkening the room, standing motionless, passing out handouts, using boring visuals, or expecting the audience to participate.

Hostile Audience: They want to take charge or to ridicule the speaker. They may be defensive and emotional.

Presentation Techniques: Organize using a noncontroversial pattern such as topical, chronological, or geographical strategy. Be calm and controlled. Speak evenly and slowly. Include objective data and expert opinion. Avoid anecdotes and humor. Avoid a question-and-answer period, if possible; otherwise, use a moderator or accept only written questions.

115. Student answers will vary but should discuss three of the following strategies.

Establish ground rules. One of the first tasks is naming a leader to call and manage meetings, a recorder to track group decisions, and an evaluator to determine whether the group is on target and meeting its goals. The group should decide whether it will be governed by consensus (everyone must agree), by majority rule, or by some other method.

Consider the value of conflict. By bringing conflict into the open and encouraging healthy confrontation, teams can prevent personal resentment and group dysfunction. Confrontation can actually create better final products by promoting new ideas and avoiding groupthink. Conflict is most beneficial when team members can air their views fully.

Discuss how to deal with team members who are not pulling their share of the weight. Teams should decide whether they will "fire" members who are not contributing or take some other action.

Make team meetings a top priority. Effective teams compare schedules to set up the best meeting times, and they meet often, either in person or virtually. They avoid other responsibilities that might disrupt these meetings.

Use today's collaboration tools. Tools such as GoogleDrive, Dropbox, and Keynote allow teams to jointly create and edit documents and presentations in the cloud and work synchronously or asynchronously.

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Chap 15_10e Indicate whether the statement is true or false.

1. Use expressions such as I hope in the closing of your cover message to sound polite. a. True b. False 2. Your list of references should include both professional and personal references. a. True b. False 3. To ensure that your résumé submitted electronically looks exactly like the original and cannot be altered, you should submit it as a Microsoft Word document. a. True b. False 4. A video résumé makes the most sense for traditional, more conservative career fields because it will allow you to stand out among all the print resumes those employers receive. a. True b. False 5. One advantage of creating a version of your resume on LinkedIn is that you can be more conversational than in a traditional resume. a. True b. False 6. To make your résumé look more professional, include your work e-mail address in the main heading. a. True b. False 7. People who have changed jobs frequently or who have gaps in their employment should probably prepare a résumé using the functional format. a. True b. False 8. You should provide a cover message with your résumé only if the employer requests one. a. True b. False 9. Solicited cover messages should use a direct approach, whereas those which are unsolicited should use a persuasive opening. a. True b. False

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Chap 15_10e 10. Descriptions of your work experience should include nouns relevant to the job you seek as well as action verbs. a. True b. False 11. Since most application materials are now skimmed electronically (vs. in print), close proofreading is not as important as it once was. a. True b. False 12. In addition to your résumé, reference letters, and work samples, your career e-portfolio may also contain such items as photographs, multimedia files, and blog entries. a. True b. False 13. Digital technologies have made personal networking and referrals less important in today's job market. a. True b. False 14. Gina is creating a contact list of her personal network. She should include only professional contacts on her list. a. True b. False 15. Addressing your application letter to an individual by name will make your letter more appealing to the employer. a. True b. False 16. Applicant tracking system (ATS) software helps businesses automatically post openings, screen résumés, rank candidates, and generate interview requests. a. True b. False 17. Your job search strategy should include cultivating your online presence. a. True b. False 18. A business card, whether digital or printed, remains an important tool in establishing your personal brand in today's digital age. a. True b. False 19. To obtain an entry-level position that offers room for advancement is an example of an effective career objective. a. True b. False

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Chap 15_10e 20. Today's job market tends to offer more long-term jobs and linear career paths, allowing most new hires to steadily rise through the ranks within a given company.

a. True b. False 21. One of the best ways to use LinkedIn is to search for a company in which you are interested. a. True b. False 22. The first step in the job-search process is writing your résumé. a. True b. False 23. Do I learn quickly? Can I think critically? and How can I demonstrate these characteristics? are effective questions to ask yourself as you are evaluating your qualifications. a. True b. False 24. A résumé of more than one page should give the employer your complete work history. a. True b. False 25. You should avoid posting (or commenting on others' posts) about professional topics related to your career goal on social media. a. True b. False 26. Niche job sites are part of the hidden job market. a. True b. False 27. Developed teamwork skills while collaborating within six-member task force in producing 20-page mission statement is an effective statement to establish your soft skills on a résumé. a. True b. False 28. The open job market refers to positions that you can apply for without submitting a résumé. a. True b. False

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Chap 15_10e 29. The Summary of Qualifications section that lists your most impressive accomplishments and qualifications replaces the Education and Experience sections. a. True b. False 30. Successfully managed a marketing department that achieved its sales goals all four quarters of the past fiscal year uses an action verb. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Select the statement that most accurately describes employment references. a. Include a list of references directly on the résumé. b. Do not include personal or character references. c. Companies generally check references before a job interview to learn about a candidate in advance. d. Be sure to add the statement References furnished upon request at the bottom of your résumé.

32. Tyler is developing a list of references for his job search. He should include all of the following except _______. a. college instructors b. character references, such as friends or neighbors c. colleagues and subordinates d. current and previous employers 33. Which is the best statement to include in the body of a cover message? a. I have completed courses in cost accounting, auditing, and financial statement analysis. b. I have excellent communication, organizational, and teamwork skills. c. The listening, conflict resolution, and communication skills taught in my certificate program will make me immediately effective as one of your customer service reps. d. I am the perfect person to hire for this position.

34. Laura, after many years of staying home and raising her children, wants to return to the workplace. Because she does have some significant experience in the accounting field from many years ago, she should prepare a(n) ________ résumé. a. chronological b. scannable c. online d. functional

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Chap 15_10e 35. Which candidate would most likely have a résumé that is longer than one page? a. A candidate with fewer than ten years of experience b. A person with one or two previous employers c. A person making a major career change d. A senior-level manager with many career accomplishments 36. To ensure that your résumé retains its formatting and cannot be altered by a reader, you should send it as a(n) ________. a. Word document b. PDF file c. plain-text document d. HTML file 37. A career e-portfolio is ________. a. an electronic copy of your résumé recorded on a CD, DVD, or flash drive b. the addition of work samples and personal information as an attachment to your e-mail résumé c. a collection of digital files that can be navigated with the help of menus and hyperlinks much like a personal website d. the name given to résumés posted on job-search websites such as Monster.com 38. Which of the following is the best career objective for a résumé? a. Seeking an entry-level position with the opportunity for advancement b. A challenging position with a public accounting firm c. Work as a team player for a company that values independent thinking d. A position in human resources assisting with employee recruitment, selection, background checks, and in-house training 39. More jobs today are found through referrals and person-to-person contacts than through any other method.

That's because ________. a. people hired through referrals tend to demand lower salaries b. using online sources to search for job candidates takes too much time for employers c. employers want to hire known quantities d. organizations are doing less hiring 40. Which of the following statements about the work experience section of a résumé is most accurate? a. List only jobs that you think will help you win the targeted position. b. Arrange every job you have held in chronological order by date. c. Always place the work experience section after the education section. d. Include personal pronouns (such as I, me, my) to stress your actions.

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Chap 15_10e 41. The final part of the four-step job search process is _______. a. creating a customized résumé and cover message b. knowing the hiring process c. analyzing yourself d. building your personal brand 42. An advantage of creating a version of your résumé on LinkedIn is that it allows you to _______. a. avoid having to target specific positions with a more traditional version of your résumé b. describe your experiences and accomplishments more generally c. focus on your own goals more than on employers' needs d. be more conversational and personal than you can be within the confines of a restricted résumé 43. The hidden job market _________. a. accounts for a small number of jobs and should, therefore, be considered a secondary resource b. accounts for up to 80 percent of all positions available at any given time c. has become unimportant since online job boards provide millions of job listings d. makes it difficult to find a job because companies keep job openings a secret 44. What is the one type of résumé that all job seekers should have in today's market? a. A print-based traditional résumé b. An infographic résumé c. A plain-text résumé d. A video résumé 45. Which of the following is a purpose of a customized cover message? a. To introduce your résumé b. To learn more about the employer c. To avoid having to interview d. To take the place of a formal résumé 46. When preparing your customized résumé, ________. a. provide your name and contact information in a simple, uncluttered main heading b. include a general career objective suitable for a variety of positions and industries c. place the most important information last where it can leave a lasting impression d. use I frequently to stress your individual accomplishments 47. Which of the following job duty statements will be most effective on a résumé to highlight accounting experience? a. Responsible for daily account reconciliation b. Reconciled general ledger accounts daily c. Reconciled general ledger accounts daily with 100 percent accuracy d. Responsible for reconciling general ledger accounts daily

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Chap 15_10e 48. Which of the following statements about today’s job market is accurate? a. Today the emphasis is on what the applicant wants. b. Career paths today tend to be linear, which means that new hires will start in a job and steadily rise through the ranks. c. Employers are most interested in how a candidate will add value to the hiring organization. d. A professional résumé is not as integral to the job search process as it once was.

49. Which of the following statements uses an action verb to highlight an aptitude? a. Competent in development of innovative and interactive websites b. Developed innovative and interactive websites c. Ability to develop innovative and interactive websites d. Innovative and interactive website development 50. Simin knows that her résumé will be read by an applicant tracking system (ATS). What should she do to maximize "hits" as her résumé is scanned? a. Focus on nouns related to the job title, technical skills, and certification or experience. b. Avoid incorporating specific keywords and phrases from the advertisement or job description to make her résumé more unique. c. Use only the job title specified in the posting. d. Avoid headings for easier scanning.

51. Dennis wants to use social media in his job search for a professional position. What will likely be his best tool? a. Facebook.com b. Twitter.com c. YouTube.com d. LinkedIn.com 52. Job seekers should ask themselves questions such as What am I passionate about and how can I turn that passion into a career? and Do I enjoy working with people, data, or things? to ________. a. help them identify their interests and goals b. assess their qualifications c. help them decide how much they are worth in the job market d. research the hidden job market 53. Which of the following is the best advice for a cover message that accompanies a résumé sent via e-mail? a. Prepare a professional cover message to accompany your résumé sent electronically. b. Mail the cover message separately from the résumé sent via e-mail. c. Shorten your e-mail cover message to a brief statement such as Please consider the attached résumé for your opening. d. Skip the cover message as it is unnecessary to introduce yourself because the e-mail includes your name.

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Chap 15_10e 54. Select the statement that best describes the main heading portion of a résumé. a. The first line of your résumé should always be the word Résumé. b. To protect your privacy, avoid providing a phone number. c. If you have a website where an e-portfolio or samples of your work can be viewed, include the address in the main heading your résumé. d. Include your work e-mail address so that you can be contacted more easily.

55. What is the first step of the four-step job search process? a. Searching the open job market b. Preparing a résumé c. Knowing the hiring process d. Analyzing yourself 56. Alexandra is building her personal network as she prepares for her job search. Which of these should she do first? a. Follow up on her referrals b. Develop a contact list c. Make contacts in person and online d. Send her résumé in response to all open positions she sees 57. ________ résumés are becoming more prevalent with the popularity of YouTube, inexpensive webcams, and widespread broadband. a. Infographic b. Video c. Technical d. Functional 58. Ran is starting a new job search. What is the best advice you can give her about preparing her résumé? a. Save time by preparing an all-purpose résumé that can be used to apply for any position. b. Make sure that her résumé focuses on what she wants in a position. c. Prepare a customized résumé to fit each company and position. d. Limit the length of her résumé to one page.

59. Samantha is beginning her final year of college and is beginning her job search. What should she do first? a. Research salary, benefits, and job stability in a chosen field. b. Update her résumé to send to prospective employers. c. Locate a specific job opening at a desirable company. d. Analyze her interests and goals and evaluate her qualifications.

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Chap 15_10e 60. Select the correct statement about polishing and proofreading your résumé. a. Use as many headings as possible to make your résumé easier to read. b. Seek the help of a résumé-writing service for a résumé that will stand out in a competitive job market. c. Use longer phrases and complex words as often as possible to make yourself look more accomplished. d. Because it's probably the most important message you'll ever write, your résumé must be error free.

61. What is the biggest mistake job seekers make when writing cover messages? a. Making them too long b. Printing them on low-quality paper c. Making them sound too generic d. Not referring to an enclosed résumé 62. One of the best ways to use LinkedIn is to ________. a. update your LinkedIn status weekly b. search for a company in which you are interested c. refer hiring employees to your LinkedIn site instead of preparing a traditional résumé d. apply for every position you see posted there 63. Most job seekers start looking for a position ________. a. in the hidden job market b. on social networking sites c. in the open job market d. through word of mouth 64. The best opening for a solicited cover message is ________. a. Please consider this letter an application for the payroll manager position. b. I am interested in applying for the payroll manager position. c. Brad Schulte of your accounting department suggested that I apply for the payroll manager position that is currently vacant. d. I happened to run across your online ad for a payroll manager position and would like to apply.

65. Personal _______ involves deciding what makes you unique and desirable in the job market and preparing a tagline and employer-focused elevator speech. a. job searching b. analysis c. branding d. interviewing 66. Which of the following are most effective for conducting an online job search? a. Job boards such as Monster.com and CareerBuilder.com b. Social networking sites such as LinkedIn and Facebook c. Specific company websites d. General search sites such as Google.com and Yahoo.com Copyright Cengage Learning. Powered by Cognero.

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Chap 15_10e 67. Inflating your job titles and responsibilities on your résumé is ________. a. necessary to be competitive in today's job market b. impressive to employers c. unethical and should be avoided d. acceptable as long as you were employed during the dates you specify 68. Which statement in a cover message is most skillful in referring the reader to the résumé? a. Enclosed herein please find my résumé. b. As you will notice from my enclosed résumé, I have over five years of customer service experience. c. Please see my enclosed résumé. d. My résumé is enclosed.

69. In today’s digital age, what are the primary routes to being hired? a. Job boards and search engines b. Personal networking and referrals c. Social networks d. Mobile devices 70. Erin will be searching for a job online and wants to make sure she doesn’t waste her time. What is the best advice you can give her? a. Pick one online job-search site and use it exclusively. b. Submit her résumé for all open positions she finds. c. Avoid the big job boards altogether. d. Stay focused on a specific goal.

71. Which of the following is an example of a niche employment website? a. CollegeGrad.com b. Accountemps.com c. Craigslist.com d. LinkedIn.com 72. Most recruiters favor a ________ résumé because it quickly reveals a candidate's education and experience. a. scannable b. functional c. chronological d. online 73. Which of the following statements about searching for a job online is least accurate? a. Searching for a job online has completely replaced traditional methods. b. Many online job listings are outdated and fail to produce leads. c. Applicants must be careful with the information they post on big job boards to avoid identity theft. d. Corporate recruiters say that the big job boards bring a flood of candidates, many of whom are not suited for the listed jobs.

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Chap 15_10e 74. Which of the following statements about the education section of a résumé is most accurate? a. The education section should always come before the work experience section on a résumé. b. Include a list of all college courses taken since most employers want this information. c. Once you have attended college, you can omit high school information. d. It is unethical to include the GPA in only your major courses on your résumé.

75. Which of the following statements is most accurate regarding the opening in a cover message for an unsolicited job? a. If you are unsure whether a position exists, use a more persuasive opening. b. Avoid mentioning the company by name so that you can send your cover letter to numerous companies. c. Make cover letters for unsolicited jobs longer than those for solicited jobs because you will have to provide more information about yourself. d. Be vague about the type of position you're seeking so that you might be considered for a variety of jobs.

76. Antonio is looking for a job. Which one of the following sites is most likely to help him build and leverage his professional network, research a company, and get recruited by hiring companies? a. Facebook b. Twitter c. LinkedIn d. Salary.com 77. Which of the following types of personal information should you consider including on your résumé? a. Your favorite sports and hobbies b. A list of all courses you have completed relevant to the position you're applying for c. Your country of origin d. Your willingness to travel 78. A summary of qualifications on your résumé should include _______. a. general descriptions of your skills so they will be applicable to any position b. a complete list of relevant courses you've taken c. the name of every organization you have worked for d. some quantifiable examples of your experiences and achievements 79. Job seekers should ask themselves questions such as Do I communicate well in speech and in writing? and Do I work well with people and enjoy teamwork? to ________. a. identify their interests and goals b. assess their qualifications c. select a specific career path d. research the hidden job market

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Chap 15_10e 80. A cover message should ________. a. begin by addressing the reader by name when possible b. begin formally with To Whom It May Concern c. be addressed to a job title such as Hiring Manager or to a department such as Human Resources Department d. omit the salutation altogether 81. Which of the following is the best way to learn about a specific career? a. Search the Web for career-planning information and resources. b. Take a summer job, internship, or part-time position in the field. c. Monitor the classified ads to determine qualifications sought, duties, and salary range. d. Visit your campus career center.

82. Select the statement that best describes the career objective portion of a résumé. a. Your career objective should focus on your professional needs. b. A well-written career objective will add value only to functional résumés. c. A career objective should be customized for the job opening. d. The career objective should appear at the bottom of your résumé.

83. The open job market consists of positions that ________. a. do not require submitting your résumé b. are never advertised or listed c. are currently advertised or listed d. allow all interested candidates to come in for an interview 84. A summary of qualifications on your résumé, though optional, is a good alternative to _______. a. work experience b. a career objective c. a cover message d. extracurricular and community activities 85. Dale has decided to prepare a video résumé. What is the best advice you can give him? a. Submit a video résumé to show his technical savvy, regardless of the industry he is targeting. b. Dress more casually than he would for an in-person interview to seem more relaxed and natural. c. Keep his video to three minutes or less. d. Discuss only personal interests and hobbies in a video résumé.

86. The body of a cover message should ________. a. promote the candidate's qualifications and strengths b. motivate action c. tell the reader how you learned of the position d. ask for an interview

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Chap 15_10e 87. Myers-Briggs and Big Five are examples of _______. a. hiring and recruiting agencies b. listings of companies within a particular industry c. online personality assessments d. online job boards 88. Craig has been a collegiate athlete and therefore has limited professional experience related to the field he hopes to enter. Which résumé style should he consider as he prepares for his job search? a. Functional b. Chronological c. Scannable d. Online 89. Which of the following statements in the closing of a cover message is best phrased to motivate action? a. I look forward to receiving your job offer. b. I hope to hear from you at your earliest convenience to arrange an interview. c. I can be reached at (925) 727-1330. d. To add to your staff an experienced bookkeeper with proven analytical skills, please call me at (925) 727-1330 to arrange an interview.

90. A chronological résumé style would be best for which of the following candidates? a. Emma, who has worked for years in the retail industry and who is now pursuing a career in health care b. Griffin, who has held five different positions with four different companies over the past three years c. Roxanne, who has advanced from an entry-level position to department manager for her current employer d. Huseyin, who is afraid he will appear overqualified for the target position Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: The open job market consists of jobs that are advertised or listed. However, many companies don't announce, list, or advertise their openings publicly, resulting in the ________ job market.

92. Fill in the blank in the following sentence: Asking yourself questions such as What technology skills can I offer? and Do I enjoy teamwork? help you evaluate your _______.

93. Fill in the blank in the following sentence: ________ résumés emphasize employment history and work well for candidates who have experience in their field of employment and for those who show steady career growth.

94. Fill in the blank in the following sentence: A cover message should motivate ________ in the closing paragraph by asking confidently for an interview.

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Chap 15_10e 95. Fill in the blank in the following sentence: ________ résumés allow candidates to demonstrate their public speaking, interpersonal, and technical skills more impressively than they can in traditional print résumés.

96. Fill in the blank in the following sentence: A(n) ________ cover message is written when an employer has advertised a job opening.

97. Fill in the blank in the following sentence: ________ résumés highlight a job candidate's accomplishments and skills rather than focusing on past employment. They work well for people who have changed jobs frequently, with gaps in their employment records, or who are entering an entirely different field.

98. Fill in the blank in the following sentence: Personal ________ involves deciding what makes you special and desirable in the job market, creating a tagline, preparing a professional-looking business card, developing an elevator speech, and building a powerful online presence.

99. Fill in the blank in the following sentence: _______ verbs such as designed, calculated, and managed allow you to describe your work experience forcefully and persuasively on a résumé.

100. Fill in the blank in the following sentence: A(n) ________ -text résumé is an electronic résumé suitable for e-mailing or for pasting into online résumé bank submission forms.

101. Fill in the blank in the following sentence: To optimize your LinkedIn profile, prepare an informative _______ below your name that includes keywords in your field and a brief description of what you want.

102. Fill in the blank in the following sentence: To maximize "hits" on a résumé that will be read by an applicant ________ system, consider using conventional headings such as Skills, Qualifications, and Education, which are easily recognized by such software.

103. Fill in the blank in the following sentence: A cover message introduces your résumé and highlights your strengths by focusing on _______ benefits.

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Chap 15_10e 104. Fill in the blank in the following sentence: Your list of professional ________ should consist of instructors, your current employer or previous employers, colleagues or subordinates, and other professional contacts who are willing to answer inquiries regarding your qualifications for employment.

105. Fill in the blank in the following sentence: A(n) ________ of qualifications appearing near the top of your résumé ensures that your most impressive qualifications are not overlooked by a recruiter who is skimming quickly.

106. Fill in the blank in the following sentence: Position in public relations that requires creativity, time management skills, and excellent communication to create press releases, answer constituent inquiries, and represent the organization at charitable functions is an example of a career ________.

107. Fill in the blank in the following sentence: _______ job sites can help you find open positions in a particular field, such as technology, federal service, or temporary positions.

108. Fill in the blank in the following sentence: An e-_______ is a collection of digitized materials that provides viewers with a snapshot of a candidate's performance, talents, and accomplishments. This collection can be navigated with the help of menus and hyperlinks much like a personal website.

109. Fill in the blank in the following sentence: If you do not know whether a position is open and you are prospecting for a job, write an unsolicited cover message using the ________ pattern of organization.

110. Fill in the blank in the following sentence: Even in this digital age, ________ and referrals continue to be a primary route to getting hired.

111. Identify four online job-search resources available within the open market and explain the nature and advantages of each.

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Chap 15_10e 112. You want to build your personal brand for your job search. Using the examples in your textbook as models, write a brief but engaging tagline that describes what you do and who you are. Then write a short elevator speech identifying the unique and meaningful contributions that you can make to a professional organization.

Avoid beginning every sentence with "I" so that your speech is employer focused.

113. A successful job search today requires a blend of old and new job-hunting skills. Traditional techniques are still effective, but savvy job candidates must also be ready to act on emerging trends. Identify and briefly discuss four of the trends identified in the chapter.

114. Though optional, a targeted Summary of Qualifications (also called a Summary or Profile) near the top of your résumé can add significant value. Discuss two advantages of including a Summary and two strategies for crafting it effectively. Then, write a Summary that you could include on your résumé, following the guidelines in the chapter.

115. Describe the difference between a solicited and an unsolicited cover letter. When should each be sent? How should each be organized? Then write an opening paragraph for each type of cover letter.

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Chap 15_10e Answer Key 1. False 2. False 3. False 4. False 5. True 6. False 7. True 8. False 9. True 10. True 11. False 12. True 13. False 14. False 15. True 16. True 17. True 18. True 19. False 20. False 21. True 22. False 23. True 24. False 25. False 26. False

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Chap 15_10e 27. True 28. False 29. False 30. True 31. b 32. b 33. c 34. d 35. d 36. b 37. c 38. d 39. c 40. a 41. b 42. d 43. b 44. a 45. a 46. a 47. c 48. c 49. b 50. a 51. d 52. a 53. a 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 15_10e 55. d 56. b 57. b 58. c 59. d 60. d 61. c 62. b 63. c 64. c 65. c 66. c 67. c 68. b 69. b 70. d 71. b 72. c 73. a 74. c 75. a 76. c 77. d 78. d 79. b 80. a 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 15_10e 83. c 84. b 85. c 86. a 87. c 88. a 89. d 90. c 91. hidden 92. qualifications 93. Chronological 94. action 95. Video 96. solicited 97. Functional 98. branding 99. Action or imperative-voice 100. plain 101. headline or tagline 102. tracking 103. reader or audience 104. references 105. summary 106. objective 107. Niche 108. portfolio 109. indirect 110. networking

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Chap 15_10e 111. Student answers will vary but should include four of the following job-search resources.

Big boards: Visit general online job sites such as Indeed.com CareerBuilder.com, Monster.com, and CollegeGrad.com for job opportunities and job-search information.

Company websites: Visit corporate websites for company information and for job postings that may not be listed elsewhere.

Niche sites: Check niche sites such as Dice.com and Accountemps.com for jobs in specialized fields and for jobs for job seekers with special backgrounds or needs.

Social networking sites: Visit sites such as LinkedIn, Facebook, and Twitter for job listings and networking opportunities.

Classified ads in online local and national newspapers: Check newspapers, which are still a source of some jobs, but just a small percentage.

Direct approach: Contact companies through LinkedIn or via e-mail to express your interest.

Network of contacts: Develop a personal network of contacts that may include friends, relatives, former employers, former coworkers, church members, people in social or athletic clubs, present and former teachers, neighbors, and parents' friends — and be sure to stay in contact with them via social media and other formats so that they're aware of your goals, interests, and experiences.

112. Student answers will vary but should follow the guidelines provided in the text.

113. Student answers will vary but should discuss four of the following trends.

Digital communication: candidates search job boards, apply online, research employers, e-mail their résumés, and develop a personal online brand.

Social media: candidates should have a polished presence on social media, or they may be overlooked.

Mobile technology: candidates use apps to receive job listings and respond rapidly to openings; recruiters use mobile devices to post jobs, contact candidates, and forward résumés to company colleagues.

Networking: recruiters say their best job candidates come from referrals. Now, more than ever, candidates need to be proactive in making professional connections.

Interpersonal skills: increasingly, employers demand critical thinking, writing, speaking, and team skills (also called “soft skills”).

AI (artificial intelligence): résumés much be formatted and crafted to get "hits" on various scanning devices aimed to expedite the review process for recruiters.

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Chap 15_10e 114. Student answers will vary but should address some of the advantages and strategies identified below, as well as implement the strategies in the sample Summary statement.

A Summary of Qualifications presents a snapshot of your most notable work experience, achievements, and skills.

Advantages include: ensuring that your most impressive qualifications are not overlooked by a recruiter who is skimming résumés quickly enabling you to present a concentrated list of many relevant keywords for a tracking system to pick up, thus boosting your chance of selection showcasing your most compelling qualifications in a highly visible spot, especially when read on tables and smartphones Strategies include: writing a bulleted list of three to eight statements that identify your relevant qualifications for the position (avoiding generic skills and phrasing) quantifying your achievements wherever possible targeting the most important qualifications an employer will be looking for in the person hired for this position focusing on nouns that might be selected as keywords by a tracking system Student samples will vary.

115. Student answers will vary but should include the two following résumé formats.

Solicited: A solicited cover letter is used if an employment position has been announced and applicants are being solicited. It should be written using the direct pattern.

Opening paragraph: Your advertisement for a project manager, posted October 30 on your firm’s website, immediately caught my attention because my education and training closely parallel your needs.

Unsolicited: An unsolicited cover letter is used if you do not know whether a position is open and if you are prospecting for a job. It should be written using an indirect pattern.

Opening paragraph: Today's Washington Post reports that your firm plans to open a new branch in Reston, Virginia. It occurs to me that you will need highly motivated, experienced department managers. Here are four significant qualifications I have to offer:

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Chap 16_10e Indicate whether the statement is true or false.

1. Tell me about a time when you showed initiative and took the lead is an example of a behavioral interview question. a. True b. False 2. If you are asked an inappropriate question during an interview, it is best to refuse to answer it. a. True b. False 3. At the end of an interview, it is wise to ask the interviewer if you may follow up with him or her. a. True b. False 4. If you feel extremely nervous about a job interview, bring a friend or relative along with you to help put you at ease. a. True b. False 5. If you don’t understand a question asked of you during an interview, just answer it the best you can. Asking for a question to be repeated or clarified will make it look as if you weren’t listening. a. True b. False 6. Well-prepared candidates have rehearsed success stories that they can use to sell their strengths during an interview. a. True b. False 7. Group interviews are intended to help employers evaluate leadership skills and communication styles. a. True b. False 8. Employers often hire people who present themselves well instead of others with better credentials. a. True b. False 9. Arriving on time, being courteous, and dressing appropriately are examples of positive nonverbal messages you should aim to send during an interview. a. True b. False 10. To be polite, always wait for the interviewer to ask you for questions before asking any. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 16_10e 11. What is your native language? is an example of an inappropriate question. a. True b. False 12. Sending a text message to thank your interviewer is acceptable in today's fast-paced and digital workplace environments. a. True b. False 13. One benefit of researching a company before an interview is that you may uncover information that convinces you that you would not want to work for the company. a. True b. False 14. The point at which to begin showcasing your best professional behavior is when you greet the person who will be conducting your interview. a. True b. False 15. Even if you discuss your resignation in person with your supervisor, it is a good idea to document your resignation with a formal letter. a. True b. False 16. Phone screening interviews are always scheduled by employers in advance to allow candidates to prepare. a. True b. False 17. When asked about your salary expectations, provide an exact figure to show that you are confident. a. True b. False 18. When asked about your plans for the future, discuss both personal goals (such as running a marathon or starting a family) and professional goals (such as earning increased responsibility or starting a master's degree program). a. True b. False 19. If you are turned down for a position that you believe was a good fit, employment specialists recommend writing a rejection follow-up letter to the potential employer. a. True b. False

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Chap 16_10e 20. If you are being interviewed by a human resources representative, the questions you are asked will likely be more general than those posed by a department or hiring manager. a. True b. False 21. Once you begin submitting résumés, answer your cell phone every time it rings to make sure you don't miss an employer's call. a. True b. False 22. Lewis is being interviewed for a job by a panel of four interviewers. When answering each question, he should maintain contact only with the person who asks the question to show his focus. a. True b. False 23. During salary negotiations, be sure to get the agreed-upon amount in writing. a. True b. False 24. When asked about your greatest strengths, include brief success stories to back up your response. a. True b. False 25. If you are given the opportunity to select your interview day and time, you should pick a Monday or a Friday. a. True b. False 26. A colleague has told you in confidence that she suspects another colleague of stealing. What would your actions be? is an example of a situational interview question. a. True b. False 27. You should regard your online presence and activity on social media sites as separate from your job search. a. True b. False 28. The most common type of hiring/placement interview is the panel interview. a. True b. False 29. When following up after an interview, you should avoid adding new information about your qualifications or experiences. a. True b. False

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Chap 16_10e 30. When an interviewer says Tell me about yourself, your response should focus on your personal interests and hobbies—not your experiences or credentials relevant to the position. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

31. Which of the following examples of interview protocol is most likely to change as a result of the COVID-19 pandemic? a. In-person interview attire will be significantly less formal. b. Candidates will not be expected to be as prepared since they may be interviewing for multiple positions. c. Your communication with people you encounter other than your immediate interviewer (such as a receptionist) will be less important. d. Handshakes may be less important or welcome.

32. When filling out a job application, what should you do? a. Look over all questions before starting. b. Leave any unrelated questions blank. c. Fill out the application in pencil so that you can erase any mistakes you might make. d. To keep your options open, write Anything or Open when asked what position you desire.

33. If an interviewer says Tell me about yourself, what is the best way to respond? a. Give the interviewer a brief chronological history, beginning with when and where you were born. b. Briefly discuss educational, professional, or business-related strengths. c. Provide a few personal or humorous references to get the interview started positively. d. Tell several success stories, making sure to fill at least ten minutes of interview time.

34. Samara interviewed for a management position and was just asked back for a second interviewer with the head of the department. If she does well in this second interview, she will move on to an interview with the company president. What type of interview format is this? a. Group interview b. Stress interview c. Sequential interview d. Panel interview 35. Which of the following is the most effective way to gain practice interviewing? a. Schedule as many interviews as possible, even if you don't want the positions. b. Participate in campus mock interviews. c. At the end of an interview, ask the employer what you could do to improve. d. Watch interviews on YouTube and take notes.

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Chap 16_10e 36. Which of the following is an example of an inappropriate, and potentially illegal, interview question? a. Are you a U.S. citizen? b. Are you available to work on weekends and holidays? c. Do you have adequate child-care arrangements? d. Are you willing to travel for work?

37. Which of the following statements about illegal and inappropriate interview questions is accurate? a. Inappropriate questions become illegal only when a court of law determines that the employer is asking them with the intent to discriminate. b. In addition to federal laws prohibiting employment discrimination, many state and city laws prohibit employment discrimination based on factors such as sexual orientation. c. Most illegal interview questions are asked innocently by inexperienced interviewers. d. All these statements are accurate.

38. During the job interview, you are asked What is your greatest weakness? What is the best way for you to respond? a. Tell the interviewer that you are a perfectionist. b. Reveal several employment weaknesses that you have to prove your integrity. c. Mention a previous weakness and demonstrate how you have corrected it or learned from it. d. Say that you can't think of a weakness at the moment.

39. Following an interview for a position you thought was a perfect fit, you learn that you did not get the job. Which of the following should you do? a. Send a rejection follow-up letter that says you're disappointed but still interested. b. Post on social media that you're holding out for a job with that company. c. Do nothing because contacting the employer again will make you appear desperate. d. Call the employer once or twice a week for the next few months to see if a position is available.

40. Which of the following sites provides salary information, employees' own reviews of working for a company, and sample interview questions that have been asked of candidates? a. Indeed b. LinkedIn c. Twitter d. Glassdoor 41. Thomas wants to act professionally during his job interview. Which of the following should he do? a. Avoid silence by using words such as like and basically to fill in any gaps. b. Sound enthusiastic and interested, but sincere. c. Avoid acting confident because it might come across as cocky. d. Check his cell phone for messages from his current employer to show that he is diligent.

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Chap 16_10e 42. Which of the following statements about screening interviews is most accurate? a. Remember that a screening interview is not as important as a face-to-face interview, so you can relax during it. b. Employers use screening interviews to determine whether a job applicant should move on to the next step in the interview process. c. To be effective, screening interviews must take place in person. d. Screening interviews are not widely used because they are time-consuming and costly.

43. Landslide Marketing, Inc., is interviewing several candidates for a leadership position that requires strong communication skills. What form of interview will the company most likely use to interview for this position? a. A one-on-one interview conducted by the human resources director b. A stress interview conducted by the head of the marketing division c. A video interview to test the applicants' technical skills d. A group interview in which the company interviews several candidates at the same time 44. What should you aim to do in an interview follow-up message? a. Let the employer know your preferred start date. b. Show that you really want the job and that you are qualified for it. c. Build up the interviewer's ego. d. Inform the interviewer that you are interviewing with other companies as well.

45. Before Puya's job interview, she wants to ensure that her social media presence is impressive to the employer.

What should she do? a. Openly discuss her job search and current employer on social media. b. Set up a professional social networking page or create her own website. c. Liberally send friend requests so that the employer will see that she is popular. d. Join political groups and fan pages to show her activism.

46. Patricia has just been offered a full-time position over the phone and has decided that the position isn’t right for her. What should she do? a. Say that she will be back in touch and then do nothing because the employer will figure out soon enough that she isn’t going to accept the position. b. Accept the position anyway to ensure that she’ll have a back-up plan in case no other offers come in. c. Say no on the phone immediately to save the employer time. d. Thank the employer verbally for the offer and then write a letter reiterating her thanks and briefly explaining that she is turning it down.

47. Which of the following is an example of a behavioral interview question? a. Who in your life has most inspired you and why? b. An irate customer is demanding her money back. How would you handle the situation? c. Tell me about a time when you solved a difficult problem. d. Describe your ideal work environment.

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Chap 16_10e 48. Greg was interviewed by a team of five people for a management position. What type of hiring/placement interview is this? a. Panel interview b. Group interview c. Stress interview d. Sequential interview 49. Which of the following is one of an employer's primary goals in conducting an interview? a. Assessing how you will fit into the organization's culture. b. Determining how long it will take for you to get promoted within the company. c. Making you uncomfortable to see how you perform under stress. d. Convincing you to accept the position on the spot.

50. Which of the following is considered the most opportune interviewing time? a. Monday early morning b. Tuesday mid-morning c. Wednesday at noon d. Friday afternoon 51. Max has just accepted a full-time position over the phone. What is the best thing for him to do now? a. Do nothing until he shows up the first day of work. b. Write a job acceptance letter to confirm the details and formalize the acceptance. c. Thank his employer on social media. d. Visit the office several days before his official start date to show his eagerness.

52. When using ________ questions, interviewers describe a hypothetical situation and ask how you would handle it. These types of questions help employers test your thought processes and logical thinking. a. behavioral b. illegal c. situational d. getting-acquainted 53. What is the most common type of hiring/placement interview? a. Online interviews b. Panel interviews c. One-on-one interviews d. Stress interviews

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Chap 16_10e 54. Kathleen wants to make a good first impression when she arrives at her interview. What should she do? a. Focus on appearing enthusiastic and professional only to her interviewer(s); other people she meets in the office are not as important. b. Allow the interviewer to initiate a handshake (or not) and follow suit. c. While waiting to be called into the interview, check the Internet on her phone to find out more about the company. d. Check in with a receptionist or other representative 20 to 30 minutes early.

55. What should you do immediately after leaving the interview? a. Text the interviewer a thank-you message. b. Make notes of what was said in case you are called back for a second interview. c. Call your professional references to inform them of your job search. d. Inform your current employer about your intent to take a new position.

56. For a job candidate, the interview is an opportunity to ________. a. avoid having to send a cover message b. formally apply for a position c. learn more about the company culture to determine whether there is a fit d. negotiate salary 57. Which of these responses is the best answer to the question Where do you see yourself five years from now? a. I see myself in the position you hold now. b. I prefer to focus on the present. c. I hope to be running my own business. d. As a member of your team, I will have grown and learned enough to advance to a managerial role.

58. You want to be prepared if you are asked about your salary expectations during a job interview. What should you do? a. Conduct research before the interview so that you know what similar jobs are paying in your geographic region. b. Determine what you would like to earn per hour so that you can give an exact dollar amount when asked. c. Create a budget that details your personal expenses so that you can show the employer exactly how much you need to earn to cover your bills. d. Emphasize the importance of money to you to show your confidence.

59. If an interviewer asks Why do you want to work for us? you should ________. a. briefly summarize problems at your current job that require you to change employers b. show that you understand the company and its culture c. explain that as a recent graduate you want to work for any company that needs a person with your skills and background d. mention the names of your friends who also work for the company

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Chap 16_10e 60. After writing a follow-up message to thank your interviewer, your next step should be ________. a. alerting your references that they may be contacted b. sending a small gift to the receptionist to show your appreciation c. calling the company's human resources department to learn more about your competitors for the available position d. waiting at least one month for a call of acceptance or rejection 61. Which of the following types of interviews allows candidates to practice and perfect their responses? a. Sequential b. Screening c. Recorded video d. Two-way video 62. What is the best advice for answering interview questions? a. Use the interviewer's name and title every time you answer a question to show respect. b. To be concise, answer questions with a simple yes or no whenever possible. c. Don’t be afraid to reveal weaknesses because doing so will make you look human. d. Clarify vague questions when necessary.

63. What is the most effective way to handle an illegal or inappropriate question during an interview? a. Refuse to answer the question because it is your legal right to do so. b. If you find the question harmless and if you want the job, go ahead and answer it. c. Ask the interviewer's intent in asking the question. d. Express your concern about the illegal question and excuse yourself from the interview.

64. Filling your answers during an interview with empty phrases such as um, uh, like, and basically suggests to an employer that you are ________. a. confident b. reflective c. relaxed d. unprepared 65. What is the most accurate statement about employers using Google and social media sites to screen job candidates? a. Employers rarely use Google or social media sites to screen job candidates because these tools are not effective. b. Many employers use Google or social media sites to screen candidates, but very few report finding information that impacts their decision about a candidate. c. In one recent study, nearly half of the employers who used Google or social media to screen candidates indicated that they occasionally found information that kept them from interviewing or hiring a candidate. d. It is illegal for employers to use Google and social media sites to screen job candidates.

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Chap 16_10e 66. Hannah has been offered a retail management position and will now be negotiating for her salary. What advice would you give her? a. Say that you currently earn more than you do to try to get a higher salary offer. b. Consider the entire compensation package when negotiating salary. c. Make the first salary offer to show the employer that you've done your research. d. Accept the first salary offer because it might be decreased if you try to negotiate.

67. Which of the following is an example of a situational interview question? a. If you were aware that a coworker was submitting false data, what would you do? b. What is your ideal work environment? c. What do you predict for the future of our industry? d. Tell me about a time that you dealt with confidential information.

68. The interviewer asks you to describe a time when you worked successfully as a member of a team. Which of the following is the best way to respond? a. Reply that you have worked successfully as a team member so many times that no particular instance stands out. b. Say that you enjoy teamwork such as group problem solving, but that you also work well independently. c. Tell a success story about a group project, describing your contributions and the results. d. List the names of the work teams on which you have been a member, and stress that all of these teams have been successful.

69. Rehearsing success stories is an effective preparation technique for answering which type of interview questions? a. Experiential b. Get-acquainted c. Stressful d. Behavioral 70. If an interviewer asks if you have any questions at the end of an interview, which of the following would not be an appropriate response? a. What do you like best about working for this organization? b. When do you expect to make a decision? c. No, I have no questions at this time. d. May I have a tour of the facilities?

71. What is the best answer to the interview question Why do you want to work for us? a. Because I heard that you pay really well and offer a solid benefits package. b. I really need a job so that I can pay my bills and support my children. c. Everyone says that you treat your employees really well and provide a laid-back work environment. d. Your high-quality products and your commitment to our community are impressive, and I would like to be a part of helping you meet your goals.

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Chap 16_10e 72. Lucas is preparing several success stories prior to his job interview for a marketing position. Which of the following scenarios would result in the best success story for this position? a. A story about a lemonade stand that Lucas ran when he was a child b. A story about working as part of a team in college to prepare a classroom presentation about a company's history c. A story about volunteering for a local food bank over the holidays d. A story about developing a new sales technique that increased his customer sales by 30 percent over a six-month period 73. Travis will be returning an employer's call and wants to make sure that the first conversation is impressive.

What should he do? a. Realize that this is just a telephone call, not an actual job interview, so he can relax. b. Before he hangs up, reconfirm the date and time of the interview. c. Wait until after the phone conversation is over to take notes so that he's not distracted. d. Ask all of the questions he has about the position in the initial call.

74. When writing a resignation letter to notify your employer of your intentions, you should ________. a. leave the resignation date flexible in case you decide to remain longer than planned b. express your desire to negotiate if they would like you to stay c. avoid mentioning your contributions to the company d. offer to assist with the transition 75. Mahmoud sent a thank-you e-mail message to his interviewer immediately after his interview. It’s been more than five days now, and Mahmoud has still not heard from the employer. What action should Mahmoud take now? a. Assume that no decision has been made yet and that a call could come soon. b. Assume that he didn’t get the job and continue his job search with other companies. c. Send an e-mail indicating that he understands that he did not get the position to save the interviewer time. d. Call or send an e-mail message to check the status of the position.

76. A former supervisor has already agreed to be one of your references. What should you do after a job interview? a. Do nothing. Your former supervisor will let you know if he or she is contacted. b. Call your former supervisor to urge a highly favorable recommendation since you really want this job. c. Write an e-mail message to your former supervisor to describe the position and company and to review what to stress to the prospective employer. d. Ask your former supervisor to call the employer immediately so that your reference comes in before anyone else's.

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Chap 16_10e 77. Yasmin knows that nonverbal messages can create powerful impressions on people during a job interview. What should she do to ensure that her nonverbal behavior impresses her interviewer? a. Chew gum because doing so will make her look casual and relaxed. b. Avoid direct eye contact to show respect to the interviewer. c. Turn off her smartphone before the interview. d. Smile the entire time to demonstrate her friendliness and enthusiasm.

78. How should you respond if an interviewer asks Why should we hire you when other applicants have more experience? a. Admit that you are less qualified to show that you're honest, but stress that you will work more cheaply than applicants with more experience or training. b. Show your confidence in your own ability by stressing strengths such as your openness to new ideas and your knowledge of the latest methods and equipment. c. Identify a major weakness and describe how you are correcting it; this will prove to the interviewer your strong work ethic and determination. d. Excuse yourself from the interview because it is clear that you're not going to get the job.

79. Which of the following statements about nonverbal messages during an interview is most accurate? a. Sit erect, leaning forward slightly, to show interest and confidence. b. Change positions often and gesture frequently to show high energy. c. Lean forward and rest your arms on the desk or table to indicate control. d. Relax back into your chair, slouching slightly, to demonstrate self-assurance.

80. One-way _________ interviewing enables a candidate to respond to a list of prescripted questions prepared by the hiring organization. a. sequential b. video c. panel d. group 81. Lori sent her résumé to a company she would really like to work for. It has been several weeks, and she hasn’t heard anything. Which of the following would be the most effective opening of her résumé follow-up message? a. Since I did not receive a response to my résumé, I am submitting it again. b. Please know that I am still interested in an administrative support position at TKG, Inc. c. My first résumé did not contain all of my relevant qualifications. d. Is your company still open and hiring?

82. Carlene wants to conduct research on a company she’ll be interviewing with next week. Which of the following would likely be the best source for learning whether she knows anyone who works for the organization? a. Her college career center b. Glassdoor c. LinkedIn d. Facebook

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Chap 16_10e 83. Which of the following acronyms can help you in answering behavioral interview questions? a. SMART b. STAR c. HIRE d. SKILL 84. To emphasize your enthusiasm and genuine interest during an interview, ________. a. be positive in all interactions and about all topics b. ask early on whether vacation and benefits are generally offered for the position c. focus on how much you need the job d. arrive at least 30 minutes early 85. Which of the following should you do to end an interview effectively? a. Briefly review your strengths, thank the interviewer, and ask what the next step will be. b. Show your confidence by asking what your start date will be. c. Ask about salary and benefits. d. Hand the interviewer a pre-written thank-you letter.

86. Tamara has submitted several résumés and anticipates receiving calls regarding interviews. To ensure that she makes the best first impression, she should ________. a. inform her children that they must answer the phone promptly to avoid missing any job calls b. answer all calls on the first or second ring to avoid missing the opportunity to speak to a prospective employer c. allow calls from unfamiliar numbers to go to voice mail and call back after she has had time to gather her thoughts d. use a generic computer-generated voice-mail message to ensure that her outgoing message sounds professional 87. Select the best statement to include in the interview thank-you message. a. Thank you for taking the time to interview me. b. I enjoyed interviewing with your company for the available position. c. Talking with you on Tuesday, April 25, about the marketing associate position was both informative and interesting. d. I really hope that I hear from you soon.

88. Which of the following is not a recommended channel for sending a follow-up message after an interview? a. Handwritten note b. E-mail c. Text message d. Letter sent via regular mail

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Chap 16_10e 89. Which of the following statements is most accurate about current interviewing trends? a. Employers are able to take less time to make hiring decisions because of artificial intelligence and virtual interviewing. b. Interviews often test the abilities of candidates in real-world scenarios. c. Preparation for interviews is nearly impossible because every interview is different. d. Competencies such as creativity and adaptability are becoming less important because of on-the-job training.

90. You are asked on a job application why you left your previous position. What is the best response to this question? a. Confidential b. To accept a position with more responsibility c. For personal reasons d. Conflicts with coworkers Enter the appropriate word(s) to complete the statement.

91. Fill in the blank in the following sentence: ________ questions help employers test your thought processes and logical thinking by giving you a hypothetical scenario and asking how you would handle it.

92. Fill in the blank in the following sentence: After you have accepted a position, it is a good idea to follow up with a job ________ letter to confirm the details.

93. Fill in the blank in the following sentence: Are you married? is an example of a(n) ________ (or illegal) question.

94. Fill in the blank in the following sentence: ________ interviews, where interviewers take turns asking questions, are usually conducted by people who will be your supervisors and colleagues.

95. Fill in the blank in the following sentence: When using the STAR method to answer behavioral interview questions, the word of the acronym that should specify what you did (vs. focusing on the team) is _______.

96. Fill in the blank in the following sentence: Prepare for ________ questions, such as Tell me about a time when you solved a difficult problem, by reflecting on success stories.

97. Fill in the blank in the following sentence: After your interview, you should alert your ________ that they may be contacted by the employer.

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Chap 16_10e 98. Fill in the blank in the following sentence: When you decide to leave your position, it is a good idea to write a formal ________ letter to your supervisor.

99. Fill in the blank in the following sentence: When completing an employment application, you should never leave a section blank if its content is not pertinent to you. Instead, you should write NA for not ________.

100. Fill in the blank in the following sentence: Ensuring your professional presence online, also known as cleaning up _______ (two-word phrase), is critical in today's job searches.

101. Fill in the blank in the following sentence: After a job interview, you should always send a thank-you note, e-mail, or letter, also called a ________ message.

102. Fill in the blank in the following sentence: A two-way video interview, sometimes called a _______ video interview, is like regular face-to-face interviewing, but it is typically conducted through video chat.

103. Fill in the blank in the following sentence: Before an interview, rehearse ________ stories, which are specific examples of your educational and workrelated experiences that demonstrate your qualifications and achievements.

104. Fill in the blank in the following sentence: When explaining the reasons for leaving a former position, use positive or ________ language.

105. Fill in the blank in the following sentence: ________ interviews occur when a company interviews several candidates for the same position at the same time.

106. Fill in the blank in the following sentence: Arriving on time for your interview, being courteous, and dressing appropriately are examples of positive ________ messages.

107. Fill in the blank in the following sentence: During your visit to a company, you meet one-on-one with human resources representatives, your hiring manager, and potential future supervisors and colleagues in your division or department. This is an example of a(n) ________ interview.

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Chap 16_10e 108. Fill in the blank in the following sentence: During ________ interviews, usually conducted by phone, companies save time and money by eliminating lessqualified candidates before scheduling face-to-face interviews.

109. Fill in the blank in the following sentence: Um, like, and basically are examples of ________ words and should be avoided in an interview.

110. Fill in the blank in the following sentence: If asked to indicate your desired salary on an application, it is best to write ________ (or Open) rather than specify a number.

111. As a job applicant, you should be prepared for different types of interviews. List and describe three of the interview types discussed in the chapter and cite the specific purpose of each.

112. Professional references are an important part of the job-search process. List and explain three strategies discussed in the chapter for contacting and communicating with your references to showcase your professionalism to them and to your prospective employers.

113. In an interview for a position in your field, the interviewer is using situational and behavioral questions to test your thought processes and to find out how you have reacted in specific situations. For each of the following two questions, write your response as you would deliver it in the interview, using strategies discussed in the chapter.

114. Assume that a friend has an important job interview next week and has come to you for advice. List and explain five tips you would give your friend to prepare effectively.

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Chap 16_10e 115. Assume that you are in a job interview for a position in your field. Write your response to the following interview questions, using strategies discussed in Chapter 16.

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Chap 16_10e Answer Key 1. True 2. False 3. True 4. False 5. False 6. True 7. True 8. True 9. True 10. False 11. True 12. False 13. True 14. False 15. True 16. False 17. False 18. False 19. True 20. True 21. False 22. False 23. True 24. True 25. False 26. True

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Chap 16_10e 27. False 28. False 29. False 30. False 31. d 32. a 33. b 34. c 35. b 36. c 37. d 38. c 39. a 40. d 41. b 42. b 43. d 44. b 45. b 46. d 47. c 48. a 49. a 50. b 51. b 52. c 53. c 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 16_10e 55. b 56. c 57. d 58. a 59. b 60. a 61. c 62. d 63. b 64. d 65. c 66. b 67. a 68. c 69. d 70. c 71. d 72. d 73. b 74. d 75. d 76. c 77. c 78. b 79. a 80. b 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 16_10e 83. b 84. a 85. a 86. c 87. c 88. c 89. b 90. b 91. Situational 92. acceptance 93. inappropriate 94. Panel 95. Action 96. behavioral 97. references 98. resignation 99. applicable 100. digital dirt 101. follow-up 102. live 103. success 104. neutral 105. Group 106. nonverbal 107. sequential 108. screening 109. empty 110. Negotiable

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Chap 16_10e 111. Student answers will vary but will include three of the following.

Screening interview: Screening interviews serve to filter those candidates who fail to meet minimum requirements.

One-on-one interviews: In one-on-one interviews, candidates sit down with a company representative to talk about the job and the candidate's qualifications.

Panel interviews: Panel interviews are usually conducted by people who will be the candidate's supervisors and colleagues. Usually seated around a table, interviewers take turns asking questions.

Group interviews: Group interviews occur when a company interviews several candidates for the same position at the same time.

Sequential interviews: Sequential interviews allow a candidate to meet with two or more interviewers on a one-on-one basis over the course of several hours or days.

Stress interviews: Stress interviews are meant to test a candidate's reactions during nervewracking situations.

Online, video, and virtual interviews: Many companies today use technology such as webcams to interview job candidates from a distance.

112. Student answers will vary but will include three of the following suggestions.

Before being interviewed, supply your references with a copy of your résumé and information about the types of positions you are seeking.

Immediately following an interview, inform references via e-mail or phone about the position, its requirements, and the recommendation deadline.

Help your references help you. Remind them of positive experiences they have had with you or specific evidence that they can use to support their generalizations of your skills and attributes.

Let your references know they types of information you would like them to stress about you if contacted by an employer.

Avoid listing references on your resume; this space can be better used for describing your qualifications and experiences relevant to the position.

If asking a reference to write a letter of recommendation for you, provide information in writing that your reference can refer to when preparing the letter.

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Chap 16_10e 113. Student answers will vary.

Your supervisor has just told you that she is dissatisfied with your work, but you think it's acceptable. How would you resolve the conflict?

Student should show knowledge of the company's culture and should avoid sounding negative.

Describe a situation in which you were able to use persuasion to successfully convince someone to see things your way.

Student should use the STAR storytelling method (describe the Situation or Task, explain what Action was taken, and give details about the Results). The situation described should be educational or work related.

114. Student answers will vary but will include five of the following tips.

Research the target company: One of the most important steps in effective interviewing is gathering detailed information. Find out about the company's history, mission and goals, size, geographic locations, number of employees, customers, competitors, culture, management structure, reputation in the community, financial condition, strengths and weaknesses, future plans, strengths, names of leaders, and sales and marketing strategies.

Prepare and practice: Study the job description or job listing. It can help you write a customized résumé and enable you to match your education, experience, and interests with the position.

Rehearse success stories: To feel confident and to be able to sell your qualifications, prepare and rehearse success stories. These stories are specific examples of your educational and work-related experiences that demonstrate your qualifications and achievements.

Practice answers to possible questions: Imagine the kinds of questions you may be asked and rehearse sample answers.

Clean up any digital dirt: Many companies are now using Google and social networking sites to screen applicants. Check out your online presence to see if anything needs to be cleaned up.

Decide how to dress: What you wear to a job interview still matters. Wear clothing that will make you look qualified, competent, and successful.

Gather items to bring: Decide what you should bring with you to the interview, and get everything ready the night before the interview. Place everything in a businesslike briefcase to add that final professional touch to your look.

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Chap 16_10e 115. Student answers will vary.

Why should we hire you?

Student should sell their strong points in relation to a specific position. Student should describe their skills, academic preparation, and relevant experience.

What is your greatest strength?

Student should stress a strength and add a success story that illustrates the quality.

What do you expect to be doing five years from now?

Student should outline a realistic plan with respect to their current status and situation.

What was your most rewarding work (or school) experience?

Student should focus on positive experiences such as technical or interpersonal skills acquired.

Do you have any questions? (Ask at least three.)

Student should ask questions that show an interest in the company and in the position.

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