Part 1 of 1 -
Question 1 of 20 5.0 Points
Good writing costs companies money and these costs increase significantly if the communication is ineffective. Which of the following pairs would NOT be two additional costs to the company if written communication is poor?
A. Paper and wasted time
B. Postage and legal problems
C. Computers and software
D. Lost goodwill and document cycling
Mark for Review What's This?
Question 2 of 20 5.0 Points
With increased market globalization, intercultural competence:
A. becomes less of a challenge.
B. is aided significantly by advanced technologies such as faxes, overnight delivery and e-mail.
C. reduces the chances of interacting with people who speak another language.
D. is becoming less and less important.
Question 3 of 20 5.0 Points
Many companies have found that family-friendly policies:
A. are good recruiting tools, but often result in relocation failures.
B. are one of the six leading reasons that new managers fail.
C. have given employees with children higher overall compensation levels.
D. produce clear gains in productivity and customer service.
Question 4 of 20 5.0 Points
You are a technical writer in a large company who is working on a training manual to help new users learn the company's computer system. Employees will use your manual in training seminars taught by your company's trainers. The manual will also serve as an on-the-job reference later. Both of the system analysts who designed the computer system and the trainers will comment on your draft. The trainers would be classified as what kind of audience for your manual?
Question 5 of 20 5.0 Points
The primary audience for your message is made up of:
A. decision makers or opinion molders in an organization.
B. everyone who receives it.
C. individuals with the highest status in an organization.
D. people who represent the opinions or attitudes of the majority.
Question 6 of 20 5.0 Points
Who is the primary audience for a company that cans and markets pet food?
A. Suppliers of the food products
B. Veterinarians and animal hospitals
C. Pet owners
D. Dogs and cats
Question 7 of 20 5.0 Points
When preparing a message for a large, diverse audience, you must:
A. request audience participation.
B. include multiple visual aids.
C. look for common denominators that tie members of the group together.
D. compose an e-mail informing the audience of your timeline.
Question 8 of 20 5.0 Points
Which audience has political, social or economic power, pays close attention to the transaction between you and the primary audience and may base future actions on its evaluation of your message?
A. Auxillary audience
B. Watchdog audience
D. Secondary audience
Question 9 of 20 5.0 Points
When an audience feels your message is unimportant to them, you should:
A. use threatening language to show the seriousness of the matter.
B. make any action requested as easy as possible to accomplish.
C. avoid imposing deadlines for action.
D. make the message long and detailed so perhaps something will catch their attention.
Question 10 of 20 5.0 Points
Providing an audience with some background information on a topic before delivering the main message is an example of responding to which audience analysis question?
A. What positive aspects can you emphasize?
B. How will the audience use the document?
C. How will the audience initially react to the message?
D. How much information does the audience need?
Question 11 of 20 5.0 Points
If an audience is opposed to what you have to say or resistant to a change you are suggesting, a good approach is to:
A. be as ambiguous as possible to avoid offending the members of the audience.
B. begin the message with something both you and the audience can agree upon.
C. try to convince the audience that your solution is perfect and that there are no other alternatives.
D. deliver all aspects and details about the message at once to get it all out in the open.
Question 12 of 20 5.0 Points
Which of the following is NOT one of the three steps to take when audience benefits are hard to identify or develop?
A. Identify the feelings, fears, and needs that may motivate your audience.
B. Identify the objective features of your product or policy that could meet the needs you've identified.
C. Describe the drawbacks of the alternatives.
D. Show how the audience can meet their needs with the features of the policy or product.
Question 13 of 20 5.0 Points
"It is the case that good communicators advance more quickly in the company." Which of the following would be the best revision of this sentence?
A. "It is the case that good communicators advance faster in the company."
B. "It is true that good communicators advance more rapidly in the company."
C. "Evidence has shown that good communicators advance more rapidly in the company."
D. "Good communicators advance more quickly in the company."
Question 14 of 20 5.0 Points
In which of the following situations do compound sentences work BEST?
A. When you use a semicolon between the clauses
B. When you want to emphasize a logical relationship
C. When your subject matter is complicated or full of numbers
D. When the ideas in the two clauses are closely related
Question 15 of 20 5.0 Points
Based on the connotation, which sentence conveys criticism?
A. "He assumed that everyone had read the minutes from last month's meeting."
B. "She is being obstinate and will not accept the terms of the contract."
C. "Be very cautious when entering the construction site."
D. "We are going to stand firm on our offer."
Question 16 of 20 5.0 Points
Which of the following would be the best revision of these sentences? "Our present receivables are in line with last year's. However, they exceed the budget. The reason they exceed the budget is that our goal for receivable investment was very conservative."
A. "Receivables are in line with last year's. They exceed the budget. Our goal for receivable investment was very conservative."
B. "The receivable investment was very conservative."
C. "Our present receivables are in line with last year's because they exceed the budget."
D. "Our present receivables, while in line with last year's, exceed the budget because our goal for receivable's days out was too aggressive."
Question 17 of 20 5.0 Points
Which of the following sentences is ACCURATE in terms of the words it uses?
A. "There is a large amount of people at the convention."
B. "We have to decide between the four options available to us."
C. "Fewer people will attend the conference this year because of the higher costs."
D. "The speech had a profound affect on the audience."
Question 18 of 20 5.0 Points
Which of the following is NOT an example of parallel structure?
A. "Yoga can help you develop flexibility, reduce stress, and increase relaxation."
B. "Learn how to analyze business audiences, improve your style, and edit thoroughly."
C. "You are all encouraged to come and share ideas, express concerns, and ask questions."
D. "You can pay by credit card, check, or just fill out a payroll deduction card."
Question 19 of 20 5.0 Points
Which of the following sentences uses passive voice appropriately?
A. "Your order was shipped yesterday and should arrive by Friday."
B. "The shipping clerk sent your order yesterday and it should arrive by Friday."
C. "The decision was made after much debate and deliberation."
D. "An announcement about the company takeover will be made by the president later today."
Question 20 of 20 5.0 Points
Which statement correctly identifies the main benefit of writing a paragraph using the deductive order strategy?
A. You can present any kind of evidence you wish to use.
B. The reader knows from the outset what your main point is so he or she is prepared to receive the evidence you provide to back up your idea.
C. It is an effective technique if you want to entice the reader into reading more.
D. The topic sentence acts as the concluding sentence.
Which of the following selections contains a fragment? If none of the selections contains a fragment, select "Correct."
A. To prepare for the 10K race.
B. Eric eliminated greasy foods from his diet and began eating fresh fruits and vegetables.
C. He also began getting at least eight hours of sleep every night.
Identify the complete sentence.
A. Because David grew up in a single-parent household.
B. Growing up in a single-parent household.
C. David grew up in a single-parent household.
D. Like David growing up in a single-parent household.
Which of the following selections contains a run-on? If none of the selections contains a run-on, select "Correct."
A. Everyone praised Matthew for his will power.
B. He quit smoking five years ago, he still craves a cigarette from time to time.
C. Addictions are hard to break.
Identify the complete sentence that is correctly punctuated.
A. Most people support the sex offender registry, I worry that this information will promote discrimination.
B. Most people support the sex offender registry; and I worry that this information will promote discrimination.
C. Most people support the sex offender registry; this information will promote discrimination.
D. No complete sentence with correct punctuation
Identify the sentence with correct subject-verb agreement.
A. Although the trend is shifting, careers in science and technology continue to attract predominately men.
B. Although the trend is shifting, careers in science and technology continues to attract predominately men.
C. Neither of the two women who responded to my personal ad seem like a suitable match for my outgoing, athletic nature.
D. Neither of the two women who responded to my personal ad look like a suitable match for my outgoing, athletic nature.
A. Dental veneers made of porcelain or plastic can covers chipped, stained, or crooked teeth.
B. Dental veneers made of porcelain or plastic can hides chipped, stained, or crooked teeth.
C. One of the athletes in the weightlifting competition was disqualified for using an anabolic steroid.
D. One of the athletes in the weightlifting competition were disqualified for using an anabolic steroid.
Identify the sentence with correct pronoun agreement.
A. I know who parks his car illegally in the stall reserved for the provost.
B. I know whom parks his car illegally in the stall reserved for the provost.
C. Everyone at the building permit office wanted their application to be processed within a few working days.
D. Everyone at the building permit office wanted their applications to be processed within a few working days.
A. Some people hate to leave messages on voice mail because you dislike talking into a machine.
B. Some people hate to leave messages on voice mail because she dislike talking into a machine.
C. At the last minute, him and his friends decided to take a trip to Las Vegas.
D. At the last minute, he and his friends decided to take a trip to Las Vegas.
Identify the sentence with the correct adjective or adverb.
A. Dorie is the short person in the room, standing at just five feet tall.
B. My mother has five children, and I am the oldest.
C. Habanero chilies are more hotter than jalapeno peppers.
D. Although Ralph's panic attacks were bad, his neuroses were worst.
A. I have little to offer, but you have lesser.
B. If Dennis were least obnoxious, potential clients might find him more approachable.
C. I need a haircut badly.
D. The summer solstice is the most longest day of the year.
Identify which of the following sentences uses modifiers correctly.
A. Kurt and his hockey teammates nearly cooked two hundred pancakes for the breakfast fundraising event.
B. Rudolph enjoys eating curries from the Indian delicatessen with a lot of spices.
C. On the phone, the telemarketer persuaded the new homeowners to purchase extended warranties on all their new appliances.
D. Bridget decided to leave her career as an attorney and pursue acting during the meditation retreat.
Indicate whether the underlined words or groups of words need capital or lower case letters by selecting the best choice. If an underlined section is correct, select "No change." "Hush little baby," my grandfather would often whisper softly to me, "Don't say a word."
A. "don't say a word."
B. "Don't Say A Word."
C. "Don't Say a Word."
D. No change
Indicate whether the underlined words or groups of words need capital or lower case letters by selecting the best choice. If an underlined section is correct, select "No change." Alejandro shared his concerns about increased crime with councilmember Middleton but was told to contact another councilmember.
A. Councilmember middleton but was told to contact another councilmember
B. Councilmember Middleton but was told to contact another Councilmember
C. Councilmember Middleton but was told to contact another councilmember
Identify the sentence that uses numbers and abbreviations correctly.
A. My professor assigned 5 homework problems.
B. One tbsp. equals fifteen milliliters.
C. 20 horses are in the field.
D. The main cave at Lascaux is called the Great Hall of Bulls: e.g., it has a picture of bulls and horses in many colors.
A. 26 people posted messages to my blog in just thirty minutes.
B. I learned in anatomy class that the adult human body contains 206 bones, and over 20 of them are located in the hand alone.
C. To avoid traffic, Kenneth leaves home at 5 o'clock each weekday morning.
D. Mehrun and Jimmy will meet us at the basketball court by three-thirty.
Identify the sentence that contains the correct form (the contraction or the possessive word).
A. All of the stylists stations at the hair salon are furnished with posh leather chairs.
B. All of the stylists’ stations at the hair salon are furnished with posh leather chairs.
C. All of the stylist’s stations at the hair salon are furnished with posh leather chairs.
D. All of the stylist stations at the hair salon are furnished with posh leather chairs.
A. As the saying goes, "Its hard to say goodbye."
B. As the saying goes, "It’s hard to say goodbye."
C. As the saying goes, "Its’ hard to say goodbye."
D. As the saying goes, “I’ts hard tos ay goodbye.”
Select the best choice. If commas are unnecessary, select D, "No commas needed."
A. Bryan grilled, hot dogs, hamburger patties, chicken hindquarters and shrimp kabobs on his new barbeque grill
B. Bryan grilled hot dogs, hamburger patties, chicken hindquarters, and shrimp kabobs on his new barbeque grill
C. Bryan grilled hot dogs, hamburger patties, chicken hindquarters, and shrimp kabobs on his new, barbeque grill
D. No commas needed
Select the correct punctuation to place on the line. I found an inspiring bumper sticker with a quote from Mahatma Gandhi __________ "Whatever you do will be insignificant, but it is very important that you do it."
Select the correct punctuation to place on the line. Gusty winds damaged several power lines __________ therefore, no one in our town has electricity.
Good writers are likely to:
A. stick to one basic strategy that works for them.
B. adhere strictly to a set of established rules for writing.
C. break big jobs into small chunks.
D. edit the document during the process of writing the first draft.
Which of the following writing processes is LEAST likely to produce good writing?
A. Have several different strategies to choose from
B. Have clear goals focusing on purpose and audience
C. Use rules as guidelines that can be adjusted when necessary
D. Edit documents as they are being written
What technique for generating ideas involves writing down ideas, circling them, and looking for patterns or repeated ideas?
Someone who sits down regularly to write but cannot think of anything to say is experiencing:
A. writer's block.
Samuel is freewriting to generate ideas for his business proposal. This involves:
A. writing down ideas a topic suggests, circling them and looking for patterns or repeated ideas.
B. thinking of all the ideas he can, without judging them.
C. making himself write, without stopping, for 10 minutes.
D. talking to audiences to help involve readers in the planning process.
When brainstorming, you obviously want good ideas. Researchers, managers, and inventors say that it is a good idea to do all of the following EXCEPT:
B. play music.
D. stress out.
Kristen analyzes her audience to determine how much background information they will need in order to understand the main point of her message. What part of the writing process does this activity represent?
Before writing a recommendation report to the CEO, Dee and Carlos distribute a survey to everyone in their company to determine which new benefits employees are most interested in. What part of the writing process does this activity represent?
Matthew interviews the director of computing services to get information for the company newsletter. What part of the writing process does this activity represent?
Ben chooses a pattern of organization before he begins a letter. What part of the writing process does this activity represent?
Terry realizes that the draft of her memo announcing a new suggestion system mentions who will be evaluating the suggestions on both the first and second pages, so she deletes the second reference and adds a little more to the first. What part of the writing process does this activity represent?
Which of the following is NOT something to check during a thorough revision?
A. Style and tone
C. Punctuation and spelling
D. Content and clarity
You ask for feedback on a proposal and are told "I don't believe your claims. Your facts must be wrong." You are confident that your facts are indeed correct. You should:
A. write a memo to the proofreader's supervisor before sending the final proposal.
B. make your claims more moderate because you must adapt your message to the audience.
C. document the source of your facts and give more information to back up your claims.
D. delay sending the proposal until the reader's reaction changes.
If you were to revise a document three times, which of the following is something you would NOT be looking for in the final revision?
B. Positive emphasis
C. Style and tone
If you have time to do only a light revision, you should ask yourself all of the following questions, EXCEPT:
A. Are the first and last paragraphs effective?
B. Are numbers correct?
C. Does the design of the document make it easy for readers to get the information they need?
D. Is the logic clear?
When Joshua realizes that his persuasive memo doesn't counteract the most obvious probable objections, he adds two additional paragraphs. What part of the writing process does this activity represent?
During a group meeting when they are each reading a draft of their formal report, Madiha and Anne realize that sometimes they have used the word "there" correctly and sometimes the word should be "their." They use their word processor's "find" feature to help them locate all the places they used "there" so they can determine if it is correct or not. Which part of the writing process does this activity represent?
Which of the following would NOT be part of the editing process?
A. Checking for subject-verb agreement in sentences throughout a document
B. Ensuring that the document conveys a positive tone and friendly style
C. Running the spell checker to uncover possible spelling errors
D. Verifying that numbers presented in tables have been typed in correctly
Which of the following would a spell checker catch as an error?
A. Typing "it's" instead of "its"
B. Typing "recieved" instead of "received"
C. Typing "accept" instead of "except"
D. Typing "to" instead of "too"
In which part of the writing process is it most important to know the rules of grammar and punctuation?
The appearance of a document can do all of the following EXCEPT:
A. establish rapport with the audience.
B. guide your readers’ attention.
C. substitute for the written text in the document.
D. build goodwill.
The design of a document reflects on the writer in terms of all of the following EXCEPT:
A. social status.
Which of the following would NOT be considered a violation of a convention?
A. A business letter is hand written.
B. A resume is presented in an electronic format.
C. Clipart is included throughout a loan contract.
D. An attorney’s business card is printed in red font on a yellow background.
Which is a feature of good document design?
A. Using at least three different fonts used to separate id
B. Setting as many words as possible in all capital letters
C. Using white space to separate and emphasize points
D. Putting important elements in the top right quadrant of the page
Which of the following is NOT an advantage of headings?
A. They break up the page, making it look less formidable and more interesting.
B. They make a document shorter.
C. They help your reader to turn quickly to sections of special interest.
D. They enable your reader to see how the document is organized at a glance.
Our short-term memory can only hold about seven bits of information at a time. This means that you should:
A. use words of six letters or less.
B. use sentences of six words or less.
C. never write a document with more than seven points.
D. group large amounts of information into three to seven chunks.
What is the maximum number of fonts that should be used in a single document?
Which of the following is NOT a serif font?
C. Times Roman
D. New Courier
Which of the following is a situation in which you should use fully justified text?
A. You do not have proportional typefaces.
B. You are using very short line lengths.
C. You want to achieve a rather formal look.
D. You want to be able to revise an individual page without reprinting the whole document.
The eye moves in a Z pattern; therefore, the four quadrants of the page carry different visual weight. Which of the following is the most important quadrant of a page?
A. Top right
B. Bottom right
C. Top left
D. Bottom left
Which is a sound recommendation for creating a professional business document?
A. Use color to highlight small points that would otherwise go unnoticed.
B. Use as many highlighting and decorative devises are possible to make the document look busy.
C. Analyze your audience before making color choices since connotations of colors can vary.
D. Avoid using any highlighting, decorative devices, or color in business documents since they make documents hard to read.
Which of the following would be more appropriate to present in paragraph form than as a table within a document?
A. Descriptions of the three key events that have lead up to the decision to relocate the business
B. Comparative sales figures, by month, from 2004 to 2007
C. The names and employee identification numbers of the 16 staff members in the marketing department
D. Insurance quotes from six companies
Visuals can be used for all of the following in a document EXCEPT to:
A. present material more compactly than if it appeared in the written text.
B. cover up the fact that what is written in the document is incomplete .
C. make points vivid by emphasizing what is written.
D. emphasize material that might otherwise go unnoticed.
Which visual could NOT be used to compare items over time?
A. A table
B. A pie chart
C. A line graph
D. A bar chart
Five companies contributed different amounts to a local charity. Which visual could best illustrate the percentage of all the monies collected that each company’s contribution represented?
B. A bar chart
D. A pie chart
When would a full explanation of a visual be necessary?
A. When similar material is presented to the audience quite frequently
B. When the material is new to the audience
C. When the information it presents is a minor part of your proof
D. When the audience is familiar with the topic and the data
When you want an audience to focus on specific numbers, use a:
A. pie chart.
C. line graph.
D. bar chart.
When you want an audience to compare a segment of a whole to the whole, use a:
Which of the following would NOT be characteristic of an effective brochure?
A. A funny or unusual headline that captures the audience’s attention
B. Positioning the central selling point on the front panel
C. Repeating design elements, such as headings and small photos, to create a unified look across panels
D. Using very little white space to be able to accommodate as much informational text as possible
Which is recommended for an effective Web page?
A. Use a dark colored background to make the page unique.
B. Use several large graphics to create an “image.”
C. Provide a link to the homepage on each page.
D. Put information that will be most interesting to readers at the bottom of the first screen so they will see everything else while they are looking for this information.
Which way of asking for action carries the highest level of politeness?
A. A polite order
B. An indirect request
C. A question
D. An order
Which of the following statements most effectively applies the you-attitude?
A. "We began processing your application today."
B. "Your application is now being processed."
C. "We will have your application processed by next Thursday."
D. "Your application will be processed by next Thursday."
"You can't qualify for a Home Beautiful credit card until you are 18 years old." Indicate the alternative that both correctly evaluates the sentence and correctly explains the reason for the evaluation.
A. Good you-attitude because it begins with the word "you"
B. Good you-attitude because it focuses on what the reader will (or won't) receive
C. Lacks you-attitude because it does not thank the reader for shopping at Home Beautiful
D. Lacks you-attitude because it does not protect the reader's feelings
In which of the following situations would using the word "you" typically NOT be appropriate?
A. When you must inform a subordinate that she has inadvertently made a costly error
B. When you must inform a subordinate that you have passed her idea on to your superior
C. When you want to focus on what the reader will gain from your new policy
D. When you want to congratulate your subordinate for her promotion
You are attending a professional conference and are privileged to be introduced to Caroline Peters. You know nothing about her except that she is an executive at a very successful company. You have an idea that you would like to talk over with her. How should you address this person during your conversation?
A. Madam Vice President
B. Mrs. Peters
D. Ms. Peters
"XXXXX XXXXX, star of a highly rated local talk show and Juliana Karr, an African-American model, will co-host the new travel show." This statement is racist because:
A. it is grammatically incorrect.
B. race was mentioned for only one person described and it does not seem relevant to the story.
C. it compliments only one of the two hosts.
D. it does not describe the show itself in detail.
You are writing to alumni of a fraternity raising money for a scholarship. If you cannot personalize the letters, what would be the best salutation?
A. "Dear Brother"
B. "Dear Sir"
C. "Dear Wealthy Alumnus"
D. "Dear Alpha Kappa Psi Member"
In which of the following situations is it MOST appropriate to deemphasize negatives?
A. When the reader must correct a dangerous practice
B. When you are denying a customer's request for credit
C. When you are fining a company for polluting the environment
D. When you are hiding the negative news so you do not appear dishonest or unethical
Which of the following is sexist?
A. "Our team leaders are Clarke Betz, Brian Earley, and Carole Wagner."
B. "Our new sales reps are Mr. Betz, Mr. Earley, and Ms. Wagner."
C. "Our new sales reps are Mr. Betz, Mr. Earley, and Carole."
D. "Our new sales reps are Clarke, Brian, and Carole."
The dean of students is announcing a reception for new nontraditional students. Which of the following is the BEST subject line?
A. Nontraditional Students
B. Reception to Welcome Nontraditional Students Who are Attending the University for the First Time
C. Will You Help Us Welcome Nontraditional Students?
D. Reception for New Nontraditional Students
What is a proper organizational strategy for an informative message?
A. Background information, negative elements, main idea(s), goodwill ending, benefits
B. Benefits, negative elements, main idea(s), benefits, background information, goodwill ending
C. Main idea(s), background information, negative elements, benefits, goodwill ending
D. Goodwill ending, benefits, negative elements, background information, main idea(s)
Informative and positive messages are not necessarily short. Instead the length of a message depends on all of the following EXCEPT:
A. your purposes.
B. the audience's needs.
C. the complexity of the situation.
D. whether a letter or memo is chosen to deliver the message.
Which statement presents a negative element in a positive way?
A. The part can be replaced at no charge only if your unit is less than two years old.
B. If your unit is too old, you will have to pay $49 for a replacement part.
C. We cannot replace the part for free on those older units.
D. You won't receive a replacement part until you send us $49.
When writing informative and positive messages, you should include reader benefits when:
A. the reader's attitude toward the information doesn't matter.
B. you are presenting policies.
C. stressing benefits may make the reader sound selfish.
D. you are presenting factual information only.
Which of the following statements about how the standard pattern for informative and positive messages should be applied is essential?
A. Use all five of the elements of the basic organizational pattern.
B. Present each element in a separate paragraph of its own.
C. Present the organization elements precisely in the order that then are given.
D. Understand the rationale behind the pattern so you can modify it when needed.
Rick has a private matter to talk to his supervisor about and prefers not to leave any sort of "trail" that could possibly reveal that he had even communicated with her. He should deliver his message via:
B. a phone call.
C. a face-to-face visit.
D. instant messaging.
Which of the following would NOT be an informative or positive message?
B. Procedures Manual
D. Direct request
Which of the following would be classified as an informative or positive message?
A. A request for information
B. An announcement of a policy that reduces benefits
C. A memo for the file recording actions and rationales
D. A letter to an employer announcing you have accepted another offer
When you grant a customer's request for an adjusted price, discount, replacement, or other benefit to resolve a complaint, do so:
A. after you explain your own process in making the decision.
B. in the first sentence of the letter.
C. in the middle of the letter, to deemphasize the fact that you are giving in to the customer.
D. in the last paragraph, so you leave the reader with a good impression.
Which is an effective strategy for ending an informative letter to a new client?
A. Stress that the reader is welcome to call you anytime if more information is needed.
B. Refer to your company's future relationship with the reader's organization.
C. Mention your company's reputation in the field to reassure the client that dealing with your company was a good choice.
D. Apologize for not being able to provide a particular service that the reader has inquired about.
Which of the following would be the LEAST appropriate in the closing paragraph of a negative message?
A. "Let us know if model #A01 would be a suitable substitution."
B. "Our layaway plan will enable you to purchase all the clothes the children need for school."
C. "We hope our decision meets with your approval."
D. "If the last week in February would be acceptable, I could schedule an afternoon workshop as well."
When you are writing subject lines for negative messages to peers and subordinates:
A. put the topic, but not your action on it, in the subject line.
B. put the topic, including your action on it, in the subject line.
C. do not include the topic in the subject line.
D. describe how the problem happened.
Is the subject line "Improving Customer Service" appropriate in a message to superiors?
A. Yes, because it focuses on solving the problem.
B. No, because the word "service" makes the subject line seem negative.
C. No, because the boss is likely to think that you caused the problem.
D. Yes, because it makes it look like you "bought into" the goals of the organization.
Indicate the alternative that both correctly evaluates the following sentence and correctly explains the reason for the evaluation. "As soon as you provide your date of birth on Line 2, your application for a flexible spending account will be processed."
A. Good positive emphasis because it focuses on the action the reader should take rather than on the fact that information was omitted from the form
B. Good positive emphasis because money is tight for most people these days
C. Lacks positive emphasis because this is an insignificant reason to hold up an application for a benefit open to all employees
D. Lacks positive emphasis because the employee should know better than to make such a mistake
Which sentence presents an alternative in appropriate way?
A. "The 11:00 a.m. flight is completely sold out, so I booked you on the 2:00 p.m. flight. Hopefully that will work for you."
B. "We are out the red units, so we went ahead and shipped you 12 green ones instead. You can return them if they do not meet your needs."
C. "It turns out the problem is bigger than we thought; the entire compressor needs to be replaced, not just the belt. We can either replace it with a new or refurbished part or you may opt just to purchase a whole new machine."
D. "The warranty period expired yesterday, so there is no choice but to pay the $119 charge to have the unit repaired."
Crystal agreed to serve on a company's advisory board and now has to contact them to say she cannot attend a scheduled meeting where she was to be one of several key speakers. What should she do?
A. Let the company know she cannot not attend and that they will have to make arrangements for another speaker.
B. Ask the company to cancel the meeting.
C. Offer to send a knowledgeable colleague in her place.
D. Resign from the advisory board before the meeting date.
In a bad news message to subordinates, why is it a good idea to ask readers to suggest solutions to the problem?
A. So you will have someone to share the blame with if you are unable to solve the problem
B. So your subordinates will not blame you for the problem
C. To stall for time, so you can think of a solution on your own
D. Because workers who help make a decision are more likely to accept the consequences
You have four reasons for saying "no." Two of them are very strong reasons, one has a tiny loophole and one is very weak. In your message you should:
A. include all four reasons.
B. omit the very weak reason and use the other three.
C. use only the two strong reasons.
D. give only the strongest reason.
What is the BEST reason to omit the reason for the refusal in a negative message?
A. The reader may not think of the reason.
B. The reason reflects poorly on the company.
C. The reason benefits the reader, but not the writer.
D. The reason is watertight.
In which of the following situations would it be BEST to recast the situation as a positive message?
A. When you want to maintain goodwill with the reader, because you still have to deal with each other
B. When there really is not a reason for the refusal
C. When you can offer an alternative that will still enable the reader to accomplish his or her goals
D. When the reader is already expecting bad news
Which alternative indicates the message(s), if any, which can spend considerable time discussing negative aspects of a situation?
A. Direct requests
B. Persuasive problem-solving messages
C. Sales messages
D. Clearance messages
Which pattern is most effective to deliver a persuasive message when the audience may resist doing as you ask and you expect emotion to be more important than logic in the decision?
A. The problem-solving pattern
B. The sales pattern
C. The direct request pattern
D. The threat pattern
Which of the following is NOT a question you need to answer to choose a persuasive strategy?
A. What do you want readers to do?
B. What points will the audience agree with?
C. How strong a case can you make?
D. What kind of persuasion does your organization value?
As a professor at State University, you have been asked to write a letter of recommendation for one of your advisees who is applying for an internship. The student is now a senior and you have known her since she was a freshman. She has taken two courses from you, and she's active in a club for which you are the faculty advisor. Which of the following would be the BEST way to begin the letter?
A. Give an overview of the student's academic achievements.
B. List specific details that you remember about the work she produced in each of the classes she took with you.
C. Make it clear that you're recommending the student for the internship and then show how well and how long you've known her.
D. Give specific reasons that she would do well in this particular internship.
Effective openers to a sales letter may include all of the following EXCEPT:
A. a series of questions that intrigues the reader and gets her thinking.
B. a startling statement that captures the reader's attention.
C. a direct suggestion that the reader purchase a new and innovative product.
D. an anecdote that builds suspense and makes the reader curious for more information.
The exact price of the product should be mentioned:
A. early in the letter, as soon as the offer is first mentioned.
B. in the middle of the letter, as soon as benefits are first mentioned.
C. in the last fourth of the letter, after the copy makes the reader really want the product.
D. only on the reply coupon, since by then the reader will have definitely decided to make a purchase and the price will no longer be an issue.
You are writing to ask for money for a soup kitchen. Which of the following will BEST avoid having the letter look like a selfish plea for money?
A. Creating psychological description
B. Writing thank-you letters to donors
C. Asking for help at the kitchen and other forms of aid
D. Suggesting amounts of monetary donations
Which of the following would be an example of an emotional appeal that is part of a persuasive message?
A. "All of the ingredients we use are home-grown in the United States."
B. "We can save 20% in labor costs if we relocate our plant to the Midwest."
C. "Collectively our management team has over 100 years of experience in the business."
D. "The new company president invites a different employee to breakfast each day in order to get to know each of the staff members."
Which of the following statements explains why threats are NOT effective for motivating people?
A. Threats reduce tension.
B. Threats ensure that appropriate actions are not abandoned.
C. Threats produce permanent change.
D. Threats provoke counteraggression.
You are writing to a reader who favors a different solution than the one you recommend. Which of the following is MOST likely to persuade the reader?
A. Describe your reader's solution first, explain why it won't work, and then go on to describe your own solution.
B. Ignore your opponent's solution and just concentrate on your own.
C. Describe your own solution first. Then briefly say why your reader's idea won't work.
D. Go back and forth between solutions, contrasting step by step.
Which of the following is a characteristic of communication in high-context cultures?
A. Written agreements are binding.
B. There is reliance on nonverbal signs to communicate.
C. Oral agreements are not binding.
D. There is a preference for direct communication.
Which of the following would be the MOST useful strategy for learning to communicate effectively with international employees working in your overseas divisions?
A. Devote time to learning the rules for communicating with people from each of the countries you will be interacting with.
B. Choose managers for overseas divisions who are white, middle-class males. That way you eliminate much of the problem of intercultural communication because the people you'll deal with most often will still be from your own culture.
C. Arrange to meet in person with your international employees. Then you can rely on nonverbal signals to communicate effectively.
D. Be aware that both you and your international employees are influenced by your native culture. Awareness of the values, beliefs and practices in other cultures will help you communicate more effectively.
You are in a meeting with an international executive at his office. A colleague comes in to talk to him during your appointment and he accepts two phone calls. This probably means that:
A. he thinks you are less important than the other callers.
B. he is unorganized.
C. his culture is monochronic.
D. his culture is polychronic.
A. cannot be studied or learned because they are an inherent part of a person.
B. have the same meaning within a single culture.
C. may be communicated from one person to another without the sender even realizing it.
D. are easy to clear up if they are misinterpreted because people are keenly aware of them when communicating.
Which of the following is NOT a good guideline to follow when writing to international audiences?
A. Write in the reader's language if you have any knowledge of the language at all; doing so greatly increases goodwill, even if you make mistakes.
B. Be aware that the reader benefits that would motivate a U.S. audience may need to be changed for international readers.
C. Avoid slang, contractions, and sports metaphors.
D. Make requests more indirect, unless you know that your reader understands North American behavior.
If a business associate from overseas refuses to look you in the eye while you and he are speaking, you should:
A. confront him and ask why he will not look you in the eye.
B. recognize that he is not telling you the truth.
C. keep moving, until you force him to look you in the eye.
D. understand that he may have learned that constant eye contact is not appropriate in a business situation.
In response to a compliment on his excellent oral presentation, a Japanese business executive replies, "No, it wasn't very good." Which of the following is the MOST likely explanation for this response?
A. He thought the person giving the compliment was his inferior.
B. He thought the comment was meant sarcastically.
C. He was giving the response to a compliment that is considered socially correct in his culture.
D. He really was not very well prepared for his presentation and he was embarrassed because his facts might not all be correct.
The emphasis given to one or more words in a sentence is:
D. tone of voice.
You are speaking to a group of 25 people for 30 minutes. You should:
A. avoid changing pitch, volume, and tone throughout the presentation in order to sound consistent.
B. vary pitch, volume, and tone throughout the presentation in order to sound alert and intelligent.
C. speak loudly enough to be heard by all and with as high a pitch as possible so that your voice will carry through the room.
D. speak as softly as possible so that the audience will be forced to concentrate on what you say.
In order to appear more authoritative in a speaking situation, you should:
A. lower the pitch of your voice.
B. raise the pitch of your voice.
C. use a sing-song pattern.
D. avoid stressing syllables.
Dot planning is:
A. a role that individuals play in the group process.
B. a type of peer pressure.
C. a decision making strategy.
D. a stage in the life of a task group.
Positive roles and actions of individuals that help the group achieve its task goals include:
A. recognizing the contributions of members.
B. disagreeing with everything that is proposed.
C. restating major points, pulling ideas together, and summarizing decisions.
D. showing group members that they have been heard and that their ideas are being taken seriously.
Unsuccessful groups are more likely than successful groups to:
A. pay close attention to how something is said.
B. rationalize criticism.
C. deal directly with conflicts that emerge.
D. make important decisions together.
When someone complains about a problem, is it a good idea to quickly suggest a solution?
A. Yes, because a quick suggestion shows you think quickly
B. Yes, because offering a solution shows that you care about the other person
C. No, because the other person may not be ready to hear the solution
D. No, because the other person wants action, not words
Buying time with limited agreement is a useful strategy when you:
A. have too much work to do.
B. cannot think of anything to say.
C. want to avoid escalating a conflict but do not agree with the other person.
D. know that the presenting problem is not the real problem but do not know what the real problem is.
Repeating in your own words the verbal content of the critic's message is:
B. checking for feelings.
C. checking for inferences.
D. buying time with limited agreement.
Angelo says, "I want to open the window while we work in here." Bruce says, "I want to keep the window closed." Jenna then asks Angelo, "Will you be satisfied if we have the window open?" Jenna is:
A. buying time with limited agreement.
B. offering an acknowledgment response.
C. paraphrasing what Bruce has said.
D. trying to get beyond the presenting problem.
Which of the following sentences advocates an idea in a positive way?
A. "I can't see anyone buying the product at that price."
B. "The unit is way overpriced."
C. "Customers can get a better deal anywhere else."
D. "We can corner the market if we discount the selling price just 5%."
If a group does not formally vote during a meeting:
A. the meeting is a waste of time.
B. the leader should summarize the group's consensus after each point.
C. the meeting is most effective.
D. the leader should make everyone stay until a formal vote is taken.
Which of the following is NOT something a group should do when it plans a collaborative writing project?
A. Divide the work ahead of time according to how the leader thinks it will best be done
B. Make your analysis of the problem, the audience, and your purposes explicit so you know where you agree and disagree
C. Build some leeway into the deadlines to accommodate late contributions
D. Consider your work styles and other commitments
Résumés must be free from typos because employers:
A. will not hire anyone who cannot type.
B. assume that someone who is careless with a résumé would be careless on the job.
C. believe that typos are evidence of alcohol or substance abuse.
D. will hire only people rich enough to hire professional typists.
Which of the following is NOT a technique for emphasizing material in a résumé?
A. Presenting it in vertical lists
B. Including it as part of a lengthy paragraph
C. Offsetting it with white space
D. Positioning it at the top of a page
A chronological résumé is more appropriate than a skills résumé when:
A. you have significant periods of unemployment throughout your career.
B. you want to combine experience from paid jobs, activities or volunteer work, and courses to show the extent of your experience in a particular field.
C. you are changing fields.
D. your education and experience are a logical preparation for the position for which you are applying.
Which should NOT be included as a heading in a chronological résumé?
A. “Experience” if you only have one item to list under this heading
B. “Education and Experience”, because these two items should be listed separately
C. “Honors and Awards”, because these two items should be listed separately
D. “Community Service”, because this information is not relevant to the job search process
A student who has poor grades should:
A. omit the grade point average from the résumé.
B. round off the grade point average rather than giving the precise figure.
C. explain the reason(s) for getting poor grades on the résumé.
D. lie about the grade average.
Which of the following is the BEST advice for increasing the number of "hits" on a scannable résumé?
A. Avoid jargon of any sort.
B. Use a Keywords section under your name, address, and phone.
C. Use more verbs than nouns.
D. Use only one page.
A job application letter is different from a resume in that:
A. it presents a job candidate’s qualifications.
B. it uses short, parallel phrases and sentence fragments.
C. it is adapted to a position rather than to the needs of a particular organization.
D. it explains controversial material in a positive way.
Detailed financial information about a particular company can be found in:
A. The Wall Street Journal.
B. a directory for the industry.
C. the company's annual report.
D. the company's recruiting brochure.
Which of the following should be included in the first paragraph of a prospecting job application letter?
A. A complete discussion of the writer’s skills and qualifications
B. A statement that you are applying for a particular advertised position
C. Dates and times that you are available for an interview
D. A statement that will catch the reader’s interest
A job application letter is effective in convincing the reader that an applicant is knowledgeable of the company by:
A. providing relevant evidence from what the applicant has done in the past to support claims that this person can do the job.
B. presenting information about the company as if it will be news to the reader.
C. discussing 10 to 12 specific details to demonstrate the applicant’s knowledge.
D. making the job application letter general enough so that it can be sent to a number of different companies.
Choose the best revision of this sentence: "I want an interview with you."
A. I anxiously await a phone call from you so that we can meet to discuss job opportunities.
B. I can't wait to hear from you.
C. Any time at all that you want to call and have me for an interview, I am available.
D. I look forward to talking to you about how my qualifications could meet McMillen's corporate needs.
Today, many employers expect interviewees to do more than just answer standard questions, including all of the following EXCEPT:
A. defer to the hiring company to take control of the interview process.
B. provide samples of the work they would likely do in the job they are applying for.
C. take psychological and aptitude tests.
D. participate in many interviews in a variety of formats.
Which of the following should you NOT do in the close of a job interview?
A. Give a final explanation for a weakness that you have
B. Show enthusiasm for the job
C. Summarize your accomplishments and strengths
D. Smile and relax
Which is typical behavior of a successful interviewee?
A. Making eye contact often with the interviewer
B. Avoiding the use of technical jargon
C. Making it clear that you are using the interview to learn about the company and what it offers
D. Responding neutrally to the interviewer’s statements
Which of following communication behaviors of interviewees is MOST likely to be successful in an interview?
A. Using technical jargon appropriate to the position
B. Making it clear that they are using the interview to learn about the company and what it offered
C. Giving short answers of ten words or less
D. Responding neutrally to the interviewer's statements
The best response to the question "Why should I hire you?" is to:
A. explain your financial situation.
B. admit that you probably are not the best person for the job.
C. explain your strengths for this job.
D. list the relatives and friends who hope you get this job.
The interviewer wants to know why you got a "D" in all your English classes until this year, when you got a "B." Your best response is:
A. “I had problems writing and never thought it was important. Then, I realized that it is important, so I got myself a tutor and really buckled down. I've learned a lot this year."
B. "My teachers could never get through to me. It wasn't until this year that I ran into one who could actually teach."
C. "I can't write, but then this job doesn't require much writing. You need people with math skills, and that's what I have, math skills."
D. "I have always had problems writing. I'm just no good at it. Fortunately, my teacher this year is really nice and felt that I deserved a 'B' for effort."
After the interview but before the job offer, it is NOT appropriate to:
A. phone the company you interviewed with.
B. send a follow-up letter.
C. inquire about the salary and benefits.
D. respond to an e-mail query from the employer.
Which is recommended when negotiating for salary and benefits?
A. Counter a low offer from the company by stating that you would find it difficult to accept the job under the terms offered.
B. Ask for what you need to make a comfortable living, regardless of what others in similar positions are earning.
C. Focus exclusively on the initial salary rather than on benefits or future opportunities.
D. Name a specific salary and be firm in the fact that you could accept no less.
Which of the following is NOT recommended when considering or accepting a job offer?
A. Make your acceptance contingent on a written offer.
B. Accept the position immediately if you are offered the job at the end of the job interview.
C. Notify other companies where you have applied that you have accepted another position.
D. Carefully evaluate the companies you have interviewed with to determine the best match for you.
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