Study sets, textbooks, questions
Upgrade to remove ads
BUS 271 Exam #1 Study Guide
Terms in this set (274)
Globalization, outsourcing, a struggling economy, the Internet, and other factors have increased the complexity of the job market and fundamentally changed the business world. When it comes to your résumé, for example, in today's job market, employers are more likely to read it _____.
1 3 5
When identifying your interests as you prepare to conduct your job search, what questions should you ask yourself? List all that apply.
1. How important are working environment, colleagues, and job stimulation to me?
2. Does the career center at my school offer interview coaching?
3. Am I looking for money, power, or prestige?
4. Will a recruiter access my résumé on this online job site?
5. Do I enjoy working with people, data, or things?
2 3 4
When evaluating your qualifications as you prepare to conduct your job search, what questions should you ask yourself? Check all that apply.
1. What am I looking for in an employer?
2. Do I communicate well in speech and writing?
3. How can I verify my qualifications?
4. What technology skills do I have?
5. How can I exaggerate my qualifications?
Which of the following is the best place to find print and online resources for your job search?
company's own website
What is the best tool you can use to find a job online?
2 3 5
What should you do to be sure that you conduct a safe and effective online job search? Check all that apply.
1. Provide as much personal information as you can.
2. Keep careful records.
3. Use reputable sites.
4. Include the contact information for your references.
5. Post privately.
Which of the following should you explore if you're looking for work in a specialized field?
1 2 3 4 5
Which of the following might you put on your networking contact list? List all that apply.
1. Work colleagues
2. Alumni from your college
3. Former classmates
4. Friends of your family
5. Your dentist
1 2 4 5
When communicating with a referral, which questions should you ask? Check all that apply.
1. How did you get started in this line of work?
2. What career paths exist in this field?
3. Can I have a job at your company?
4. How would someone with my background and skills get started in this field?
5. What do you like best (or least) about your work?
Your friend Teresa is searching for a job and has decided to update her LinkedIn profile. She wants to enhance the credibility of her profile, and she asks for your advice.
What advice should you give Teresa?
A. Limit how many people you connect with on the site.
B. Ask for recommendations from instructors, employers, and colleagues.
C. Keep your skills and qualifications vague.
What questions might you ask yourself when developing your personal brand? Check all that apply.
1. What makes me desirable in today's job market?
2. What skills should I exaggerate?
3. What am I not good at?
4. What would my instructors say is my greatest strength?
Sam is working on his personal brand. After asking himself questions about his strengths, he's determined that his selling points are his enthusiasm and ability to learn quickly. He's now ready to write his tagline.
Which tagline would be best for Sam?
A. Compensating for weaknesses with enthusiasm and quick learning
B. Learns quickly and approaches all tasks with great enthusiasm
C. Quick learner, enthusiastic worker
1 2 4
What should you do to build your professional online presence? Check all that apply.
1. Consider making professional Facebook and Twitter pages.
2. Write blog posts, status updates, or tweets related to your career goals.
3. Post personal information freely on Facebook.
4. Create a strong LinkedIn profile.
You have changed jobs frequently and have gaps in your employment record since you returned to school.
What résumé format should you use?
Who is likely to have a one-page résumé?
A. Those who are senior-level managers and executives
B. Those who have more than ten years of experience
C. Those who have fewer than ten years of experience
Your résumé's main heading should include your complete _____ ____.
When composing a career objective, what words should you omit?
A summary of qualifications saves recruiters ___.
What should the education section of your résumé include?
A. Dates of employment
B. Degrees and honors received
C. Important job titles
A friend of yours shows you his résumé. You notice that he lists every job detail from his current position.
What advice can you give him?
A. Aim for succinct job descriptions with details that relate to the position for which you're applying.
B. Avoid using bullet points to organize job details.
C. Elaborate extensively on each detail in your job description.
Amy knows three languages and has attended a special training seminar on interactive Web design.
Where should she place this information on her résumé?
A. Work experience section
B. Capabilities and skills section
C. Education section
What might you include in your list of references?
A. An instructor's contact information
B. Your career objective
C. Personal or character references
You recently volunteered at a retirement center and taught computer literacy workshops. You believe this experience demonstrates the patience and empathy necessary for the job posting. What is the best way to communicate this experience in your résumé?
A. Volunteered and taught computer literacy to retirees at BuenaVida retirement community
B. Volunteered technology skills at retirement community
C. Taught new skills to retirees
1 4 5
Jacques is preparing to apply for a position as a financial advisor at a large multinational bank. The first step in the application process requires Jacques to submit an electronic résumé.
What can Jacques do to increase his chances of ATS selection? Check all that apply.
1. Use terms from the posted job advertisement or job description.
2. Group keywords together in a summary.
3. Focus on adjectives like efficient, reliable, and personable.
4. Concentrate on the skills section.
5. Use variations of the job title.
What is the best description of a professional e-portfolio?
A. A collection of digital files that collects, compiles, and highlights your academic achievements over time
B. A collection of digital files that provides a snapshot of a candidate's talents, accomplishments, and technical skills
C. A collection of digital files that is designed to share with family and friends
What are advantages of an infographic résumé? Check all that apply.
1. Infographic résumés are suitable to submit to any job.
2. Infographic résumés are the easiest résumé format to use.
3. Infographic résumés make you stand out.
4. Infographic résumés use engaging visuals to illustrate your qualifications and experience.
Print-based résumésfollow an ____ format with headings and bullet points.
You received a résumé via e-mail for an available marketing position within your company. When you print the résumé, some sections are cut off, some run together, and others are spaced unusually on the page.
What formatting suggestion should the job candidate have followed before submitting his or her résumé electronically?
A. Move all text to the right.
B. Reformat for center alignment.
C. Reformat for shorter lines.
Which option is the best opening for a cover message for a solicited job?
A. The job you advertised in the San Juan Gazette greatly interests me. I am qualified for this position because of my past experience in the corporate world. I believe I would be a great addition to your company.
B. The administrative assistant position you advertised in Section B-4 of the August 1 San Juan Gazette interests me. With my organizational skills and computer experience, I believe I would be a beneficial addition to Gannfrey, Inc.
C. I recently saw a job you advertised for an administrative assistant. I would like to apply for this position because I am qualified. Please contact me and let me know what your submission guidelines are.
Which is the best opening for an unsolicited job cover message?
A. Could your new company location use the services of someone like me?
B. Could your growing sales department use the services of an experienced salesperson with exceptional negotiation skills, international business expertise, and ten years of corporate experience?
C. Could your sales department use someone to take it to the next level? If the answer is yes, please contact me as soon as possible, and I will demonstrate how I am going to turn your company around.
Which statement is most appropriate for the body of a cover message?
A. I have honed my communication skills through many presentations, papers, and final projects.
B. I presented marketing techniques, produced a final marketing portfolio, and wrote biweekly research papers.
C. Giving numerous classroom presentations on marketing techniques and writing biweekly research papers has given me a chance to hone my writing and communication skills.
Which statement is most appropriate to include in the closing of a cover message?
A. My past managerial experience, in addition to my three years of marketing experience, makes me a good fit for this position. Next week, after you have had a chance to review my résumé, I will call you to discuss the possibility of arranging an interview. If you'd like to reach me, please call (435) 555-3289 after 4 p.m.
B. Hopefully you can see by my résumé and cover message that my accomplishments and educational background are impressive. I am the one for this job. If you hire me, you won't be sorry! Next week, after you've had a chance to review my résumé, I will call you to discuss the possibility of arranging an interview.
C. I hope you enjoyed looking over my résumé and cover message. I know I would be a good choice for this position because of my marketing experience. Please hire me! I can be reached at (435) 555-3289.
How should you format your cover message when sending it in an e-mail? Check all that apply.
1. Remove tabs, bullets, and underlining.
2. Remove your e-mail address and phone number.
3. Place your return address at the top of the e-mail.
4. Move your return address from the top of the message to just below your name.
Which statement about employment in today's world is most accurate?
a. Today's employees will need constant retraining.
b. Employees today can expect to stay in one career path.
c. Most job candidates can expect that their résumés and cover letters will be initially reviewed by a hiring committee.
d. The emphasis in today's job market is on the applicant rather than on the employer.
Well-informed job candidates know that the first step in the employment process is ________ .
a. researching salary, benefits, and job stability in a chosen field
b. developing an effective résumé to be sent to prospective employers
c. identifying interests and evaluating qualifications
d. locating a specific job opening at a desirable company
Most jobs today are found by ________ .
a. attending job fairs
b. searching the Web
d. reading newspaper classified ads
What is the best advice to follow when searching for a job online?
a. Use a catchy e-mail address such as email@example.com to generate interest in you and your résumé.
b. Respond to "blind" job postings.
c. Post your résumé on every online site you can find.
d. Limit personal information.
To build a personal network, you should do all of the following except ________ .
a. contact individuals in person or online to establish potential job leads and referrals
b. develop a list of people whom you can contact
c. arrange a meeting with people you know who work in your career field
d. wait until a position is posted and then arrange a meeting with someone who is familiar with the company
Which social media site is currently the top site for job seekers?
Because it emphasizes a candidate's education and work record, most recruiters favor a ________ .
a. infographic résumé
b. functional résumé
c. chronological résumé
d. video résumé
An effective résumé style for a recent graduate who has good skills and limited work experience is the ________ .
a. video résumé
b. functional résumé
c. infographic résumé
d. chronological résumé
Which of the following "Summary of Qualifications" statements is most effective?
a. Performed bookkeeping tasks
b. Provided technical assistance to over 250 students and instructors in PC Lab
c. Comfortable with auditing procedures
d. Proficient at using most popular computer programs
What is the best advice to follow when creating the "Work Experience" or "Employment History" section of your résumé?
a. Include every job you have ever had to demonstrate your work ethic.
b. Use action verbs to describe each job position and duty.
c. Use personal pronouns (I, me, my) to personalize your résumé.
d. Describe each job using complete sentences.
Landon is putting together his reference list. What advice should he follow?
a. List his references directly on his résumé to save space.
b. Ask any reference for permission before using his or her name.
c. Include personal or character references.
d. Incorporate a general statement such as "References furnished upon request" on his résumé instead of identifying each reference.
In preparing a résumé that will be scanned, you should ________ .
a. place information in tables or columns
b. use bullets to emphasize information
c. focus on specific keywords or keyword phrases
d. incorporate images, colors, and designs to demonstrate your creative flair
Which statement is most accurate regarding e-portfolios?
a. E-portfolios can be seen by only a limited number of people.
b. E-portfolios are just as effective as print résumés for showcasing your talents and qualifications.
c. An e-portfolio is another name for an online résumé.
d. E-portfolios are generally accessed through websites.
What is the best advice for preparing a cover message for a solicited job?
a. Address your letter to a department or title such as Human Resources Department or Hiring Manager.
b. Write a cover letter only if requested by the employer.
c. Use the indirect approach when writing your cover letter.
d. Refer to the name of an employee in the company.
The body of a customized cover message should ________ .
a. motivate action
b. promote qualifications for the position
c. ask for an interview
d. introduce the applicant
Most of today's workers will be employed with one company during their careers.
The best way to find a job online is at a company's own website.
Most job openings are announced or advertised.
In today's competitive job market, you must build and a polish a personal brand.
A résumé should always be one page in length.
The following is a well-written career objective: To obtain an entry-level position as an information technology specialist with the opportunity for advancement.
Under the "Education" section of your résumé, you should list all courses you have taken.
If you have three or more awards or honors, highlight them by listing them under a separate heading in your résumé.
In today's competitive job market, it is permissible to embellish your job title and duties.
If an advertisement doesn't request that you include a customized cover message with your résumé, don't submit one.
An initial interviewcan convince an employer of your ____.
You have applied for an internship with Norine Pharmaceuticals. You have made it through the initial résumé reviews and screening interviews. The Norine recruiter contacted you and scheduled an interview for today. You arrive at the interview location and receive your interview schedule. The interview will last two hours. You will meet individually with four interviewers over the course of the interview.
What type of interview is described in the scenario?
1 3 4
What can you do to effectively navigate a panel interview? Check all that apply.
1. Prepare basic biographical information on each interviewer.
2. Ask the panel members rapid-fire questions.
3. Take notes during the interview.
4. Keep eye contact with the questioner as well as with others.
5. Make sure you meet with two or more interviewers on a one-on-one basis.
You are researching information about a prospective employer in order to prepare for a face-to-face interview.
What source can you use when gathering your information?
Many employers contact job applicants by phone. To ensure that you make your best impression in a phone interview, have a copy of your _____ available for reference.
1 2 5
What types of stories should he rehearse? Check all that apply.
1. Stories that illustrate how he went above and beyond expectations
2. Stories that discuss how he dealt with a crisis
3. Stories that describe his religious beliefs and marital status
4. Stories that criticize his previous employers
5. Stories that discuss how he handled a tough interpersonal situation
Before your interview, what should you do to clean up digital dirt?
A. Set up a professional social networking page online.
B. Friend everyone you know to show you have strong interpersonal skills.
C. Delete all social networking accounts.
3 4 5
James has a face-to-face interview in a week. He asked a friend, Martha, to conduct a mock interview with him so he could practice his answers and rehearse his success stories. During the mock interview, Martha noticed that James was slouching in his chair, sitting with his hands crossed in front of him, avoiding eye contact, and fiddling with his phone.
What feedback can Martha give James to help him send positive nonverbal messages? Check all that apply.
1. Cross your arms in front of you.
2. Answer your cell phone if it is important.
3. Exhibit good posture.
4. Control your body movements.
5. Practice appropriate eye contact.
Which interview action should you avoid?
A. Appearing impatient
B. Initiating the handshake
C. Answering with confidence
1 2 3
You have just arrived for an interview at a large advertising firm. The interviewer greets you and begins to ask you questions.
What can you expect him to ask as you get acquainted? Check all that apply.
1. What was your major in college and how did you choose it?
2. Do you prefer to work by yourself or with others?
3. What are your greatest strengths?
4. How much money are you looking for?
You are a hiring manager interviewing a candidate for a marketing position. You want to determine the candidate's ability to set realistic goals and achieve them.
What questions can you ask that will help you determine whether the candidate is goal oriented?
A. How much money are you looking for?
B. What would you most like to accomplish if you were to get this position?
C. Do you prefer to work by yourself or with others?
Which is an inappropriate or illegal interview question?
A. Have you ever filed a worker's compensation claim?
B. Do you plan to continue your education in the future?
C. How much are you presently earning on the job?
You are interviewing for a marketing position with a successful retail chain. You have finished asking your closing questions.
What should you do to end the interview on a positive note?
A. Shake hands with the interviewer and ask whether you will be hired.
B. Ask more closing questions about salary as you shake hands.
C. Express appreciation and ask the interviewer for a business card.
1 2 3 4
What questions might you ask to learn more about the company? Check all that apply.
1. How long do employees generally stay with this organization?
2. How is job performance evaluated?
3. What is the organizational structure and where does this position fit in?
4. What training programs are available from this organization?
1 3 5
After a panel interview, you are told that the company is unsure of when a decision will be made. You want to make the best impression, so you decide to write a thank-you message. What advice should you follow when writing the thank-you message? Check all that apply.
1. Send a thank-you message to the person who set up the interview.
2. Send a quick e-mail to the interviewer you liked best.
3. Send a separate message to each interviewer.
4. Send thank-you messages to prospective coworkers that you met.
5. Refer to the date of the interview.
You are the manager at a mid-sized home electronics store. You are asked to write a recommendation letter for an employee you used to manage.
What information will your previous employee need to provide in order for you to write an effective recommendation?
A. Contact information and a deadline
B. Description of the work facilities and work hours
C. Expected salary and benefits package
1 3 4
What should you remember to do when filling out a job application? Check all that apply.
1. Answer all the questions honestly.
2. Include questions you have about the position.
3. Use accurate spelling, grammar, and punctuation.
4. Look over all the questions before starting.
5. Use a red or green pen.
When writing a rejection message to turn down a job offer, what should you include?
A. Personal stationery and a gift card for the interviewer
B. Specific reasons why you didn't like the job
C. An expression of gratitude and best wishes for the future
During her job interview, Jasmine should try to convince the employer of her potential, learn about the job and the company, and ________ .
a. expand on the information in her résumé
b. use indirect eye contact to show her willingness to cooperate
c. explain what negative experiences she had at her last job
d. state how much salary she expects
Which is the most common type of interview?
A ________ interview is usually conducted by a people who will be the job candidate's supervisors or colleagues.
To make a positive first impression during your first phone conversation with a potential employer, what tip should you practice?
a. Don't ask the interviewer if you can call back in a few minutes if you are caught off guard by the phone call.
b. Have a copy of your résumé near the phone.
c. Avoid taking notes to keep all attention on the phone conversation.
d. Don't reconfirm the date and the time of an interview to avoid sounding too eager.
Prior to a job interview, you should develop success stories that demonstrate all of the following except ________ .
a. learning from mistakes
b. handling difficult interpersonal situations
c. admitting your weaknesses
d. working on team projects
To manage your online presence, which of the following tips should you practice?
a. Update your status frequently by letting others know that you are searching for a new job.
b. Remove any incriminating, provocative, or distasteful photos, content, or links.
c. Join all groups or fan pages to market yourself.
d. Make your social networking pages public.
To send positive nonverbal messages and to act professionally during an interview, which suggestion should you follow?
a. Avoid gesturing by keeping your hands in your pockets.
b. Avoid addressing the interviewer by name.
c. Avoid clarifying ambiguous questions because it may appear that you are not listening.
d. Avoid chewing gum.
One of the first questions you may be asked in an interview is "Tell me about yourself." What is the best advice for answering this question?
a. Relate educational, professional, or business-related strengths.
b. Tell them about your family.
c. Present a funny anecdote to demonstrate your sense of humor.
d. Develop success stories that take at least five minutes to convey.
Which of the following is an example of a behavioral interview question?
a. Tell me about yourself.
b. Do you have any questions or anything you'd like to add?
c. Describe a time when you worked effectively as part of a team.
d. What do you expect to be doing five years from now?
Which of the following interview questions is illegal and inappropriate?
a. What is your full name?
b. Are you available to work weekends and holidays?
c. Do you have any children?
d. Are you a citizen of the United States?
When writing an interview thank-you message, what is the best advice to follow?
a. Reference the interview date, the precise job title, and the specific topics discussed in the interview.
b. Use the first-person pronoun "I" to personalize your message.
c. Include such phrases as "Thank you for taking the time to interview me."
d. Wait at least one week to send the message to avoid looking too eager.
When you must contact your references following an interview, what advice should you follow?
a. Write a letter of recommendation for the reference, and send it to him or her to sign.
b. Write an e-mail or letter informing your reference about the position, its requirements, and the recommendation deadline.
c. Wait at least one week following the interview to contact any reference.
d. Wait until the interviewer contacts the reference.
When completing an application form, you should be prepared to explain the reasons for leaving previous positions. Avoid words or phrases such as ________ .
b. Career change
When writing an application or résumé follow-up message, you should open the message by ________ .
a. asking why you haven't heard a response yet
b. reviewing your strengths
c. adding new qualifications
d. reminding the reader of your interest
When turning down a job offer, show your professionalism by ________ .
a. indicating that you have a better job offer
b. asking the employer to hold the position for you just in case you change your mind
c. thanking the employer for the job offer
d. reminding the employer of your strong educational background
The job interview is a one-way street. You are being judged by the employer.
Because a screening interview is typically short, you need not worry about selling your qualifications.
You should research the target company after you have been offered the position.
You can expect to be nervous during an interview.
During an interview reveal two to three of your weaknesses to make yourself look human.
When responding to behavioral interview questions, you should briefly explain the situation and describe the problem or task, your action, and its results.
When asked whether you have any questions, the worst thing you can do is say "No."
Follow-up letters are most effective if sent immediately after the interview.
When completing a job application form, leave blank the sections that don't apply to you.
Although you will likely discuss your resignation in person with your supervisor, it is a good idea to document your resignation by writing a formal letter.
Imagine that an angry customer writes a letter complaining about a defective lamp and demands a refund. You have the task of denying the refund without making the customer angrier. The only way to accomplish this is by using some sophisticated _____ skills.
College graduates with good writing skills are in ___ demand in the business world.
1 3 4
What are some of the characteristics and skills most employers look for in recruits? Check all that apply.
1. Ability to put plans into action
2. Refusal to ask questions
3. Ability to research problems
4. Eagerness to learn new things
5. Lack of interest in feedback
Erin works for a company that manufactures outdoor gear. Last month she and five other employees worked as a group to address customer issues with a tent currently on the market. This month she's working with a new group to figure out how the company can target products to younger customers.
B. Innovative communication technologies
C. Increasingly diverse workforce
Julia, an HR manager at a telecommunications company, is in charge of designing and presenting a diversity seminar that meets the needs of its North American workforce. This group includes men and women right out of college, close to retirement, and from other countries.
A. Increasingly diverse workforce
B. Flattened management hierarchies
C. "Anytime, anywhere" and nonterritorial offices
Your company is restructuring, and two layers of management have been eliminated. You now report directly to the national sales manager instead of a regional sales manager.
A. Flattened management hierarchies
C. Innovative communication technologies
As part of a plan to emphasize a dynamic corporate culture at the Gagnier and Morris advertising company, Kiran has done away with traditional cubicles and replaced them with open-area "hot desks."
A. Globalization of business
B. "Anytime, anywhere" and nonterritorial offices
C. Increasingly diverse workforce
When communicating through face-to-face conversation with another person, an advantage is that you can receive ______ clues. A disadvantage is that complex ideas may be expressed ______.
When writing a report or proposal, an advantage is that you can use _____ wording. A disadvantage is that written documents lack ____ cues.
You send an e-mail to your manager updating her on the status of one of your projects.
A. Horizontal flow
B. Downward flow
C. Upward flow
A person's ___ is an obstacle in the horizontal flow of information.
What is one way to improve the downward flow of information?
A. Create more layers of management to deal with communication problems.
B. Hoard information at the executive level.
C. Create smaller operating units and work teams.
You hear that there is a rumor accusing you of causing a coworker's dismissal.
How should you respond?
A. Report the gossipers to your supervisor.
B. Determine the source of the rumor, and politely correct the misinformation.
C. Start spreading a counter-rumor with the correct story.
To add a personal touch to this quarter's shareholder's report, you write short biographies of some of the major shareholders. You find pictures of them on the Internet as well.
Is it appropriate to use the publicly posted images in the report without permission?
A. No, using the images may break the law.
B. Maybe, as long as the owners of the images do not find out.
C. Yes, images on the Internet are freely available.
Were you to get permission to use the images in the report, how should you use them?
A. No citation is necessary because the report is a business document.
B. You should include a citation of the image's original source.
C. You should cite yourself as the image's original source.
You have been presented with an ethically ambiguous situation and are considering a solution that you know to be legal. You've already determined that if you were on the opposite side, you would take the same action. Which of the following questions should you ask next?
A. Are there alternate solutions that are more ethically sound?
B. What would be easiest?
C. What are the potential repercussions?
How can you blow the whistle legally and ethically?
A. Contact members of the public to encourage change in the company.
B. Try to correct the problem from within the company.
C. Use the press to force change on the company.
Strong ________ skills are necessary for job placement, performance, career advancement, and organizational success.
Which statement about writing skills in today's workplace is most accurate?
a. Because of today's emphasis on teams, more business is conducted face-to-face, which reduces the need for well-written messages.
b. Employers no longer expect employees to create formal, thoughtful, informative, and error-free messages.
c. Very few workers must write their own messages.
d. Writing skills are more important today than ever.
The first step in the three-step plan for effective problem solving involves ________ .
a. identifying the challenge or issue and gathering information
b. brainstorming a list of solutions
c. knowing and valuing the expertise of your coworkers
d. implementing the proposal and then assessing its advantages and disadvantages
Which statement about employees in today's workplace is most accurate?
a. Employees can anticipate regular work hours, predictable pay increases, lifetime security, and conventional workplaces.
b. Employees must be wary of their online presence and manage and guard their reputations.
c. Employees need not worry about retraining or lifelong learning.
d. Employees can expect clearly defined career paths and positions.
In a tough employment market, job seekers need to meet the employer's expectations for skills and attributes. Which of the following skill sets is most demanded by employers?
a. Written and oral communication
b. Innovation and creativity
c. Ethical decision-making
Which of the following is not a trend in today's workplace?
a. Reduced global competition
b. Flattened management hierarchies
c. Diverse workforces
d. Emphasis on teamwork and collaboration
What is one reason today's companies use communication technologies?
a. To spy on their employees
b. To collect information
c. To impress their competitors
d. To reduce the need for paper copies
Telecommuting employees now represent ________ percent of the workforce, and this number increases annually.
Which of the following is not a function of most business communications?
a. To promote goodwill
b. To entertain
c. To persuade
d. To inform
When internal communication must be written, you will probably use ________ .
Which communication channel represents the richest communication medium and also produces the highest degree of probable communication effectiveness?
a. Face-to-face conversation
c. Text message
d. Business letter
Which of the following is an example of downward communication?
a. An employee suggests a way to improve customer service.
b. A supervisor submits a progress report on her department's current project.
c. Three supervisors write a description of available floor space.
d. A supervisor sends a memo to all division employees detailing the newest procedure for submitting expense account reports.
The six goals of ethical business communicators are ________ , telling the truth, labeling opinions, being objective, communicating clearly, using inclusive language, and giving credit.
a. choosing the best solution
b. maximizing company profits
c. protecting the environment
d. abiding by the law
When individuals justify their unethical behavior by comparing themselves to the worse behavior of others, they are displaying what kind of ethical trap?
a. Self-Deception Trap
b. Ends-Justify-the-Means Trap
c. Rationalization Trap
d. Doctrine-of-Relative-Filth Trap
Before responding to an ethical dilemma, you should ask yourself (a) whether the action you are considering is legal, (b) how you would look at the problem if you were on the opposite side, (c) whether you can think of alternate solutions, (d) how you would feel if your friends and family learned of your action, and (e) whether ________ .
a. it makes you feel good
b. it makes you feel bad
c. it increases the company's profits
d. a trusted advisor would agree
We are all born with the abilities to read, listen, and write effectively.
To be competitive in today's business environment, employees must have strong communication skills.
The 21st-century economy depends mainly on information and knowledge.
In today's marketplace only large companies find themselves competing in global markets.
In response to intense global competition, businesses have been cutting costs and flattening management hierarchies.
Business communicators are moving from one-sided, slower forms of communication channels such as memos and letters to more interactive, instant, less paper-based communication such as e-mail, instant messaging (IM), texting, and social media.
Information flowing upward generally moves from decision makers, including the CEO and managers, through the chain of command to workers.
Effective managers ignore the information generated and passed within a company's grapevine of communication.
Ethics refers to conventional standards of right and wrong that prescribe what people should do.
Effective business communicators should always give credit to the ideas of others.
Organizations form teams because teams usuallypromote greater _____.
A U.S. design firm is collaborating with two other international design firms to update the office decor for a multinational company. Members from all three firms are working together virtually from various locations around the globe. The team uses teleconferencing and e-mail to collaborate. Recently, however, the team encountered a costly situation where a custom fabric design order was placed by a team member in Hong Kong and then again the next day by a team member in San Diego.
What should the team do to avoid similar mistakes in the future?
A. Keep better track of information by using a shared database.
B. Use a different fabric company that won't duplicate orders.
C. Replace the team member who placed the duplicate order.
You're at your weekly meeting with your teammates. The team's last assignment was producing a broadcasting company's new line of educational programs. Those programs are currently at the top of their category, according to the latest television ratings. "Now," says the team leader, "our next project will be developing science programming. Let's get to work!" Immediately, ideas begin to flow, individual team members take on tasks, and after an hour, you and your team have developed an action plan for a series of science programs.
Which phase of team development does this situation describe?
You have carefully prepared an imports regulation proposal and are presenting it to your team. Poornima Wong interrupts you, describing data that appears to contradict your interpretation of trade law.
To manage this conflict, you can ____ to Poornima.
When customers start getting sick after eating at a popular new restaurant, the management is worried. The Centers for Disease Control (CDC) schedule an appointment to visit the restaurant's kitchen to determine whether the personnel or the equipment is transmitting a virus to the public. The restaurant's management convenes a meeting to decide how to investigate the problem themselves. They need to make some choices quickly.
Which strategy would be most effective in this situation?
B. A consensus
C. A majority decision
Benjamin Fisher, the CEO of a stock brokerage firm, has been accused of insider trading. This is illegal and implies that Benjamin has bought or sold stocks using information that isn't available to the public. The accusation could lead to lawsuits and governmental review. Benjamin knows he is innocent, but the allegation alone could damage the reputation of his firm. He doesn't want to alarm his employees, but he needs to develop a communication strategy to handle the situation. Benjamin calls a meeting of his most trusted executives.
What purpose will this meeting serve?
A. Intensive problem solving
B. Problem identification
C. Information review and presentation
In this situation, how many people should be invited to attend the meeting?
A. 10 or fewer
B. 5 or fewer
C. 30 or fewer
D. All employees
Planning meetings is often difficult. Busy schedules make finding adequate meeting times challenging. Digital calendars allow professionals to use their time more effectively by enabling them to:
A. Collaborate and share files
B. Make appointments, check availability, and keep track of daily activities
C. Meet virtually
The new intern was clearly nervous while delivering the sales figures at the quarterly sales meeting. Rina interrupted the intern several times, asking loudly, "Who was in charge of that project? What about the new product line?" By the end of the meeting, everyone was confused, including the intern.
What could Rina do to make the next meeting more effective and productive?
A. Offer new agenda items during the meeting
B. Wait for others to finish
C. State concerns clearly
Nate, Shelby, and Tomas are in a conference room gathered around a speakerphone. Tomas dials a number and is connected to a conference bridge, where he enters a passcode. Katrina dials in from her home office using her smartphone. All four join the company's monthly virtual sales meeting with their coworkers from around the country.
Which type of virtual meeting is taking place?
C. Web conferencing
2 3 4
Which of the following are important practices to follow during the virtual meeting? Check all that apply.
1. Train people on the meeting technology.
2. Start on time and introduce the agenda.
3. Confront conflict frankly.
4. Summarize along the way.
What should Jen do, considering that she wants a better method for scheduling team meetings?
A. Reduce the size of the team.
B. Use a digital calendar system.
C. Use telephone conversations rather than e-mail.
If you're having trouble focusing on a message, you could become ____ ____.
You work as a salesperson for a chemical manufacturer, which keeps you very busy. Your customers are photographers who use your company's products to create professional images for publication. They are usually a friendly clientele. Today, however, one customer, Jesse Adamson, is upset when he calls to inquire about his order. Jesse says he will miss his deadline if he doesn't receive his order right away. He threatens to stop using your company's products if his demand is not met and his order is not filled immediately.
What is the most important message your customer is trying to deliver?
A. He is having financial problems.
B. He is an important photographer.
C.He urgently needs his chemical order.
What can you do to listen more effectively to your customer?
A. Ask gentle, probing questions.
B. Defend your company's reputation.
C. Transfer the call to your supervisor so the caller calms down.
Michael doesn't agree with the direction his teammates want to go with the team's project. Michael wants to understand his teammates' reasoning. As they attempt to explain it to him, he keeps interrupting with questions and strong objections. Michael is becoming more and more frustrated as the meeting goes on.
What can Michael do to reduce his frustration and listen more effectively? Check all that apply.
1. He can write down his questions and save them until the end.
2. He can interrupt only for critical objections.
3. He can avoid interrupting his teammates.
4. He can change the subject.
You are meeting with a new customer for the first time in person. This customer had a negative experience with one of your company's competitors, and you want to communicate to the customer that you are honest and trustworthy.
What form of nonverbal communication will serve you best?
A. Sustained eye contact
B. Standing far away
During a meeting proposing staff restructuring in the Accounting department, the junior accountant frowns, pushes his chair away from the conference table and slouches, arms crossed over his chest.
What message is the junior accountant expressing nonverbally?
A. He is resistant to the discussed changes.
B. He is daydreaming.
C. He is open to the discussed changes.
Mason prepares a status report his client has requested. The project is on schedule and going well. Since there isn't any bad news to report, Mason writes the report quickly using a former status report as a template. In his haste, Mason forgets to adjust the title and the date on the report. Additionally, he fails to delete the "Problems and Challenges" section of the old report.
What message is Mason expressing nonverbally to his client? Check all that apply.
1. Everything is going well.
2. Your project is unimportant.
3. I am unprofessional.
Which of the following is most professional?
A. Slouching casually
B. Wearing a lot of cologne
C. Wearing shoes that are freshly polished
Practice courtesy with customers by avoiding ______.
Your boss is in a meeting and just sent you a text with the question "Is PhacedCo's annual revenue $4 million?" You text the information back to him. Which of the following responses is most professional?
A. Ur right its $4 mill
B. U bet. $4 mill
C. Yes. PhacedCo earns $4 million in annual revenue.
Which of the following is the best example of a soft skill?
a. Learning new technologies and applying those skills in your job
b. Analyzing market trends using business computing software
c. Following proper business etiquette when speaking with a customer
d. Demonstrating technical expertise in your field of study
Which of the following is not a reason why companies rely on teams to conduct business?
a. Improved employee morale
b. Increased market shares
c. Increased productivity
d. Faster response time
Which statement about teams is most accurate?
a. Competition among team members leads to harder work and better results.
b. Teams with a homogeneous makeup are usually more effective than teams with a diverse makeup.
c. Poorly functioning teams avoid conflict.
d. Having rules and procedures to follow can hinder the creativity of a team.
A meeting should be called only if the topic is important, the topic requires an exchange of ideas, and ________ .
a. the meeting is scheduled on a Monday
b. the topic can't wait
c. the meeting is held before lunch
d. the meeting includes at least three managers or supervisors
Saving travel costs and ________ are significant reasons for virtual meetings displacing business travel.
a. including more employees in meetings
b. growing employee unwillingness to travel
c. reducing employee fatigue
d. increasing danger of accidents and illness
________ allows collaborators to access an online virtual meeting room where they can present PowerPoint slides, share files, demonstrate products, and interact with participants in real time.
a. Video conferencing
b. Audio conferencing
c. Instant messaging (IM)
d. Web conferencing
Most people listen at ________ percent efficiency.
When listening to your superior on the job, ________ .
a. never convey your ignorance by asking questions to clarify instructions
b. rely on your memory for the details rather than take notes
c. show interest by leaning forward and striving for good eye contact
d. feel free to answer your cell phone to show how busy you are
To improve your listening efficiency, you should ________.
a. paraphrase a speaker's message
b. ignore nonverbal behaviors and focus only on the words in the message
c. accept all assertions as factual statements
d. ignore gender communication differences
Which statement about nonverbal communication is most accurate?
a. When verbal and nonverbal messages contradict, the nonverbal message should be ignored because words are more powerful than actions.
b. Nonverbal communication includes only spoken messages.
c. Nonverbal communication includes only those behaviors that are intentional.
d. Effective communicators make certain that their nonverbal messages reinforce their spoken words and their goals.
Social interaction involves four space zones. The category of distance that defines the social zone is ________ .
a. 4 to 12 feet
b. 1 to 1½ feet
c. 1½ to 4 feet
d. 12 or more feet
Coua has just started a new job. To ensure that she sends positive nonverbal signals in the workplace, Coua should do all of the following except ________ .
a. produce careful, neat, professional, and well-organized business documents
b. stare at others when she is communicating with them to demonstrate her attentiveness and respect
c. be on time for work and for all work-related meetings and functions
d. be well groomed, neat, and appropriately dressed
When using technology to communicate with others in the workplace, how can you demonstrate professionalism?
a. Use IM slang and abbreviations in your business e-mails to reduce the length of your messages.
b. Use uptalk when conversing with others.
c. Create a catchy e-mail address such as firstname.lastname@example.org.
d. Turn off your phone and message notification during meetings.
To be a professional employee, you should ________ .
a. agree with everyone to avoid conflict
b. be selective in sharing personal information
c. avoid sending thank-you notes to others
d. argue your point until others give in to your position
Which statement about professionalism on the job is most accurate?
a. Only managers and other high-ranking company officials need to demonstrate professional behavior.
b. By projecting and maintaining a professional image, you will more likely to be taken seriously and to be promoted.
c. Professionalism involves only oral communication behaviors.
d. Employers do not view professionalism as a necessary skill set in job candidates.
All teams, at some point, reach the final phase of team development: performing.
Decisions by majority generally produce the most team commitment.
At least two hours in advance of a meeting, you should distribute an agenda that includes the date and place of the meeting, the start time and end time, and a brief description of each topic.
More and more companies are using virtual meetings to conduct business in today's workplace.
Because Joseph has trouble hearing the keynote speaker, he changes seats to increase his mental focus on the speaker. The powerful listening skill Joseph is using is controlling external and internal distractions.
Discriminative listening involves judging and evaluating what you are hearing.
The meanings for nonverbal messages are the same in all cultures.
The appearance of a letter, memo, e-mail, or report can have either a positive or a negative effect on a receiver.
As workloads increase and face-to-face meetings decline, bad manners and incivility are becoming alarmingly common in the American workplace.
When sending e-mails in the workplace, employees should send messages void of any punctuation or capitalization to save time.
1 2 3 4
What e-mail tips should you give the new intern? Check all that apply.
1. Provide a clear, complete first sentence.
2. Use capital letters only for emphasis.
3. Don't send anything you wouldn't want published.
4. Be concise.
1 2 3
For which of the following messages would an interoffice memo be more appropriate than an e-mail? Check all that apply.
1. A message that contains an official report on sales growth
2. A message informing recipients of changes in company procedures
3. A message containing official instructions
4. A message inquiring about the budget for a particular project
real time text telephone call
IM allows you to communicate in ___ ___ and is like a ___ _____ ___.
Your supervisor is considering allowing you and your coworkers to use IM. He is interested in how IM works and asks you to identify the drawbacks of using IM in the workplace.
What drawbacks will you mention to your supervisor? Check all that apply.
1. IM is an alternative to phone conversations.
2. IM can be an additional workplace distraction that keeps employees from focusing on tasks.
3. IM presents the possibility of privileged information being discussed in public forums.
Which option is the best practice to avoid security issues?
A. Respect receivers by using good grammar and proper spelling.
B. Do not send confidential or sensitive information via IM or text.
C. Make yourself unavailable when you need to complete a project or meet a deadline.
There has just been a big layoff at the law firm where Kate works. One of Kate's colleagues, Hubert, is out of the office on vacation. Kate has never before texted Hubert, but she wants to inform him of the news. When she's alone at her desk, she sends him the following message: "A bunch of people were just laid off. Bummer."
Which texting guidelines does Kate ignore in this situation? Check all that apply.
1. Don't use text messages to notify others of sad news or sensitive business matters.
2. Don't text during a conversation with someone.
3. Alert the sender when the sender has sent you a message by mistake.
4. Identify yourself when texting a new contact.
Businesses have embraced podcasting to broadcast _____ information that doesn't require interaction. For example, some companies use podcasts to broadcast HR policies that can be accessed on demand.
How can companies use wikis?
A. To facilitate feedback before and after meetings
B. To build professional networks
C. To promote customer interaction
You work on the marketing team for a software company. You do not work closely with the development team; however, you need to know the status of projects in order to coordinate marketing and sales efforts. In the past, there have been communication-related mishaps with the release of new products. You want to avoid this in the future and decide to recommend an electronic communication tool to help facilitate smoother product release efforts.
Which electronic communication tool would you recommend?
A. A wiki
B. An e-mail
C. A podcast
For what purposes do companies use blogs? Check all that apply.
1. Collaborative meetings
2. Market research
3. Public relations
When developing a blog, you should work the _____ by including links to other relevant, high-quality blogs.
You work for a sporting goods retailer, and you're trying to find ways to increase customers' interest in cycling products. You decide to write a blog post explaining the health benefits of cycling.
Which is the best opening for your blog post?
A. Cycling improves cardiovascular fitness, strengthens muscles, burns calories, and increases your immunity.
B. Sales have been down in our cycling department, which is unfortunate because cycling has many health benefits. If you equip yourself with the right gear at our stores, you could begin a new healthy, adventure.
C. Does getting back in shape seem like an impossible task? Have you given up your New Year's resolution to drop pounds and gain stamina and strength? What if I told you getting healthy is as easy as riding a bike?
D. Cycling is good for you for many reasons. The following list explains the health benefits of cycling.
2 3 4
When readers post comments on your blog, which guidelines should you follow when you respond? Check all that apply.
1. Wait at least a week before responding to a comment.
2. Proofread your responses before posting them.
3. Don't ramble.
4. Respectfully respond to comments with which you disagree.
5. Respond only to positive comments.
Which of the following is an example of how businesses use social networking?
A. Employees at a high-tech company catch up on each other's lives via Facebook.
B. A high-tech company uses Twitter to communicate confidential information to employees.
C. A high-tech company uses an internal social network to connect employees working in different continents.
One potential risk of social networking for businesses is the compromise of ___ ____.
Last month, Andrew started a new job at a law firm. Several of his colleagues have sent him friend requests on Facebook, and he has accepted the requests. Today, Deborah sent him a friend request. Andrew is inclined to reject the request because she doesn't like Deborah particularly well and doesn't take an interest in her personal life. Andrew considers what he should do.
What should Andrew do in this situation?
A. He should reject Deborah's friend request. Social networking on Facebook should have no bearing on social situations in the office.
B. He should accept Deborah's friend request. It's unwise to accept requests from some but not others in the workplace.
C. He should ignore Deborah's friend request. You shouldn't open your personal profile to coworkers you don't like.
really simple syndication personalized saves time
RSS, or r____ ____ _____ , allows users to receive ______ information from hundreds of sources. RSS is valuable to professionals because it ___ ___.
1 2 4
What are the don'ts of using electronic media professionally? Check all that apply.
1. Open questionable attachments sent by e-mail.
2. Download free software and utilities to company machines.
3. Learn your company's rules for electronic media.
4. Store personal data on work computers.
An e-mail message would appropriate for all of the following situations except ________ .
a. when requesting information and responding to inquiries
b. when sending an identical message to multiple receivers
c. as a substitute for face-to-face conversations or phone calls
d. as a cover document when sending longer attachments
Which of these is the most effective closing for an e-mail message?
a. Please let me know if I can be of any further assistance.
b. So that we may meet our project deadline date, please provide answers to these questions by March 18.
c. If you have any questions about this request, please do not hesitate to call.
d. I hope that you'll do all you can to provide answers to these questions.
When replying to an e-mail, what tip should you follow?
a. Avoid headings and lists to keep your response short.
b. Begin your response with the main idea.
c. Always keep the subject line the same to avoid confusion.
d. Include all parts of the original message.
Memos are necessary for internal communications that are long, demand formality, inform employees who may not have access to e-mail, and ________ .
a. are sales related
b. request information
c. respond to general inquiries
d. require a permanent record
Which of the following subject lines would be most effective for an e-mail or memo?
a. FYI--PhotoShop Training, May 15
c. A training opportunity will take place May 15.
Although instant messaging and texting can save time and simplify communication with customers and coworkers, employees should ________ before using either of these on the job.
a. check their employers' policies to ensure they have permission
b. find a public, no-cost service to send messages
c. prepare, review, and revise a draft in hard copy
d. use a phone call to thank the customer or coworker for his or her willingness to use the technology
Which of the following is good advice when sending texts or instant messages on the job?
a. Use jargon, slang, and abbreviations to save keystrokes and to reduce message length.
b. Use good grammar and proper spelling.
c. Make yourself available at all times so that customers can contact you 24/7.
d. Send sensitive information to individuals you trust.
Businesses have embraced podcasting for sending audio and video messages that ________ .
a. are short clips of less than five minutes and can be easily downloaded
b. provide feedback and allow visitors to leave comments
c. do not require a live presence yet provide a friendly human face
d. require a live presence to respond to questions
A Web-based tool that enables multiple users to collaboratively create, post, edit, and access information is a ________ .
a. social network
A blog is a(n) ________ .
a. website with journal entries on any imaginable topic usually written by one person
b. data file that transmits changing Web content such as news items or videos
c. very brief message sent from cellular phones using short message service protocol
d. audio or video file than can be played on a variety of devices such as smartphones, tablets, or computers
Businesses use blogs to keep customers and employees informed and to interact with them. What is the biggest advantage of business blogs?
a. They can be produced with inexpensive recording, editing, and publishing software.
b. They potentially reach a far-flung, vast audience.
c. Viewers typically add their favorite blog contents to their own sites.
d. They can be downloaded to a computer, a smartphone, or an MP3 player to be enjoyed on the go without subsequent Web access.
What is the best advice for blogging?
a. Avoid adding links to other sites within your blog.
b. Identify your audience and tailor your message to your audience.
c. Be creative by avoiding the use of standard templates.
d. Create long messages to demonstrate your topic knowledge.
Which of the following statements about social networking is inaccurate?
a. Businesses can use social networks to solicit customer feedback.
b. Social networks can reduce the amount of time necessary for product development and implementation.
c. Social networks provide no liabilities for businesses.
d. Employees in dispersed geographical areas can be easily connected through social networks.
Which of the following is the best tip for employees who use social networking sites?
a. Encourage your friends to tag you in photographs to demonstrate your popularity.
b. Respond positively to some colleagues' requests to become a "friend," but block colleagues with whom you have little in common.
c. Use the privacy settings to hide sensitive contents from the employer and to create total protection from prying eyes.
d. Establish boundaries, and don't share information online that you would not be comfortable sharing openly in the office.
Many companies now use RSS (Really Simply Syndication) to ________ .
a. create budgets and forecasting information
b. keep informed of breaking news
c. analyze statistical data
d. monitor employee Internet use
A complimentary closing such as Cheers or All the best is optional in the closing of an e-mail message, but providing your name is mandatory.
When responding to an e-mail message, insert your responses to parts of the incoming message using a different font or color or your initials.
Unlike e-mail, instant and text messaging are not subject to discovery and may not be used in lawsuits.
Do not use texting or instant messaging at work to notify others of sad news, sensitive business matters, or urgent meetings.
Like Twitter, podcasts, blogs, and wikis are part of the new user-centered virtual environment called Web 2.0.
Wikis can be used to collect and disseminate information to large audiences to create a database for knowledge management, to generate feedback from employees, to facilitate project management, and to share information between corporate headquarters and satellite offices.
Although businesses use blogs to keep employees in remote locations in touch with others in the organization, they haven't yet found ways to use blogs for public relations, customer relations, crisis management, or market research.
"Blogrolling" means that you respond to other bloggers' postings and avoid rude or unprofessional messages.
Recruiters now routinely check applicants' online presence in the screening process.
To demonstrate professionalism, you should avoid sending personal e-mails, instant messages, or texts from work.
message decoding feedback
An instant message pops up on Ginny's computer screen. Ginny clicks the "accept" button and begins to read the message.
When Ginny understands the meaning of the instant message, Ginny is engaged in ____ ____.
Ginny sends an instant message to the sender so that he or she knows that the message was received and understood. Ginny is engaged in _____.
Your team is preparing for the next round of bids on a new collection of sculptures. "As you can see, sales are flat in the Western region," the presenter says. "We need to negotiate a good rate to offset our Western losses."
You were well prepared for the meeting, but the minor car accident you had in the parking lot yesterday has you worried. You check your smartphone, reading the insurance adjustor's report. One of your colleagues says, "We'll take care of that," and looks at you. "Right?" she asks. You don't know how to respond because you're not sure what she's referring to.
What communication barrier is described in this situation?
C. Differing frames of reference
How might you overcome this communication barrier in the future?
A. Turn off your smartphone.
B. Leave the room to access your smartphone.
C. Focus on your smartphone.
A design company recently hired a graduate student as an intern. After completing her first assignment, the intern asks you for feedback on marketing copy introducing the company's latest product line.
"The new line of lamps is from Denmark. Most of them are expensive, but some are also beautifully designed. If you designed lamps, what would your dream lamp look like?"
Which business writing goal is most obviously ignored in this passage?
C. Audience-oriented perspective
A coworker is having a hard time beginning a difficult report about foreign currencies and asks you for ideas about how to get started.
What advice can you give the writer based on the 3-x-3 writing process?
A. Read your work carefully for grammatical errors.
B. Determine the purpose and audience of the message. Your responses will help you organize the information.
C. You don't know who your audience is, so just write the report as broadly as you can and hope you don't offend anyone.
You are asked to send out an important letter to your business associates in Japan, and it must be sent within the next 90 minutes. You know it will take you about 30 minutes to gather all the information you will need to include in the letter. This will leave you one hour for prewriting, drafting, and revising. Because this letter is critical and will influence all future business with your Japanese associates, you know that you will use the entire hour to write the letter.
Approximately how much time should you spend drafting your message once you have gathered the information you need and completed the planning process?
A. 30 minutes
B. 15 minutes
C. 45 minutes
persuade sell goodwill
Akihabara Imports offers the widest selection of Japanese animation products available on the Internet. All products are shipped with certificates of authenticity. Choose from our vast selection of action figures, collectibles, DVDs, and print books. Items noted with an (*) are signed by the original author. Some supplies are limited, so act now! Use our secure online form for immediate purchase, or call our operators at 555.555.5555, 24 hours a day, 7 days a week.
This message is designed to _____. Specifically, the primary purpose of this message is to ____ animation products. The secondary purpose of this message is to build _____ with the customer.
1 4 5
Which are appropriate questions to ask when profiling your audience? Check all that apply.
1. How will the audience react to my message?
2. What format should I use?
3. Do I care about my audience's weekend plans?
4. What do I know about the audience's education, beliefs, culture, and attitudes?
5. How much does the audience know about my topic?
phone call rich
You're putting the final touches on a proposal. It all looks good, but you realize you forgot to include the material costs and don't have that information at your fingertips. The supply chain specialist would know, but he's in another building and doesn't seem to be online right now. You'd really like to finish the proposal today. What is the most efficient way to contact him for some quick price quotes?
You should use a ____ ___, which is a ____ medium.
We have approved your credit application. The new card is enclosed.
A. Our records show your credit application has been approved. Enclosed you'll find your new credit card.
B. Your credit application has been approved. Enclosed you'll find your new credit card.
C. No change necessary.
We can activate your Miso card as soon as you call the authorization number on the sticker.
A. No change necessary.
B. To activate your Miso card, just call the authorization number on the sticker.
C. Just give us a call using the authorization number on the sticker, and we'll be happy to activate your Miso card.
Miso Bank thanks you for letting us serve your credit card needs.
A. Thank you for choosing Miso Bank for your credit card needs.
B. No change necessary.
C. We want to thank you for choosing Miso Bank for your credit card needs.
Which of the following sentences is the most bias free?
A. Mr. Mbasa, the man in the corner office, needs to approve the invoice before it goes to the client.
B. The Caucasian man in the corner office, Mr. Mbasa, needs to approve the invoice before it goes to the client.
C. Mr. Mbasa, the white man in the corner office, needs to approve the invoice before it goes to the client.
4 5 6
Which sentences are expressed most positively? Check all that apply.
1. You must provide your receipt if you want a refund.
2. If you don't have your receipt, we cannot provide a refund.
3. No receipt, no refund.
4. Please provide your original receipt for a refund.
5. Your money will be refunded if you provide the original receipt.
6. Refunds are available with the original receipt.
Which is the most clear and precise sentence announcing the video conference?
A. Please be advised: The video conference will begin at 3 p.m., Eastern Standard Time. If you find yourself in need of a webcam, contact Samara Patel right away.
B. We will be holding a video conference at 3 p.m., Eastern Standard Time. Samara Patel can supply webcams if needed.
C. The video conference begins at 3 p.m., Eastern Standard Time. If you need a webcam, contact Samara Patel.
Which is the most clear and precise sentence asking for an update on the Jones account?
A. Please update the Jones account after you've completed the daily tally.
B. When you're done with the numbers, update Jones, okay?
C. The Jones account requires an update following completion of the daily tally.
You work for an IT company that specializes in Internet security and is just breaking into the international market. A renowned company in Germany just contacted you and requested a proposal in four weeks. If your company gets this job, it will be the opportunity it's been waiting for and that it needs for growth. You normally handle all proposals on your own; however, you're nervous about writing this one alone because it is so important to the company.
Who should write the proposal?
A. Your supervisor
C. You and a team of coworkers
You work in HR. You are leading a cross-functional team that is preparing recommendations on how to improve the company's recruiting process. Your team has completed its initial investigation together and worked separately to draft different sections of the report. Your team now needs to finalize and submit the report.
During this phase of the writing process, what would be the best strategy for your team?
A. Your team should develop a process in which individuals take responsibility for different aspects of proofing and compiling the report.
B. You should finalize the report on your own and then share it with the team.
C. Your team should hold a large meeting where everyone proofreads and compiles the document.
Your team consists of three people who are collaborating on a short quarterly report. You are putting the final touches on your completed report, and each member simply needs to review the document one more time before it is submitted.
Which collaboration tools would be best for this situation? Check all that apply.
1. Instant messaging
According to your text, communication can be defined as "the transmission of ________ from one individual or group to another."
a. verbal messages
c. verbal and nonverbal messages
d. information and meaning
The process of communication begins when ________ .
a. a message is sent over a communication channel to the receiver
b. the receiver decodes the message
c. a message is put into words
d. the sender has an idea
________ is a communication barrier that occurs when individuals associate different meanings to words.
Which of the following statements about business writing is most accurate?
a. Because business messages are important documents, a writer's primary goal should be to impress readers with long sentences and a large vocabulary.
b. Because business documents are permanent records, quantity enhances quality.
c. Business writing is identical to the writing required in high school and college classes.
d. Business writing should be focused on the audience.
Following the process 3-x-3 writing process helps a writer because it ________ .
a. focuses a message on the writer, channeling the ideas to meet the writer's needs
b. distinguishes business writing from other types of writing
c. eliminates the need for careful editing during the revision stage
d. takes the guesswork out of writing, making it easy to plan, organize, and complete any message
In what phase of the writing process should you spend the most time?
The primary purposes for sending business messages are ________ .
a. to increase sales and to grow company profits
b. to inform and to persuade
c. to sell products and to promote business services
d. to promote goodwill and to encourage future business
Mark is planning a business message. He is deciding what kind of language is appropriate, what depth of explanation is needed, and whether his tone should be formal or informal. What prewriting task is Mark completing?
a. Gathering information through research
b. Organizing his message
c. Responding to the audience profile
d. Identifying the task and purpose
Marcee must evaluate each of her employees yearly. What communication channel should she use to convey the results of her evaluation?
a. Business letter
c. Instant message
d. Face-to-face conversation
When developing audience benefits, you will adapt your message to the receiver's needs by putting yourself in that person's shoes. This process is called ________ .
a. "you" view
b. audience-profile response
Which of the following sentences is most effective?
a. You may not return your holiday purchase if you don't have a copy of the receipt.
b. We are happy to offer you in-store credit for the full value of any merchandise returned with a copy of the sales receipt.
c. Because you failed to provide us with your receipt, you cannot return this purchase despite your complaint that the merchandise is defective.
d. Customers who neglect to save a copy of their receipt will be ineligible for a cash refund and will receive an in-store credit for only half of the claimed purchase price.
Which of the following sentences avoids bias?
a. Mayumi Tanaka, a Japanese American, was hired for the researcher position.
b. Jerry, 62, was recently transferred to a new position.
c. All nurses and their husbands are invited to the awards ceremony.
d. Hundreds of sales representatives are expected to attend the convention.
Collaboration on team-written documents may be necessary for projects that are big, have short deadlines, and ________ .
a. require the expertise or consensus of many people
b. involve ethical or legal issues
c. are written on company letterhead
d. include digital images
Which of the following represents a benefit of team-written documents?
a. Working together helps to create functional barriers that improve formal communication.
b. Collaboration protects an individual from blame when a project isn't completed on schedule.
c. Working together helps members learn more about the organization's values and procedures.
d. Team-written documents and presentations are less formal and more up-to-date.
One of the most frustrating tasks for teams is writing shared documents, but online collaboration tools now help. Which tool ensures immediate availability of information, allows members to clear up minor matters immediately, and is helpful in initiating a quick group discussion?
b. Instant messaging
d. Business letters
Encoding involves translating a message from its symbol form into meaning.
One of the best techniques a receiver can use to improve understanding is to paraphrase a speaker's message.
The first phase of the writing process involves writing a rough draft of your message.
The writing process must follow this order: prewriting, drafting, and revising.
Before you compose a message, ask yourself "Why am I sending this message?" and "What do I hope to achieve?"
When selecting which communication channel to send a message, you should base your decision on only the cost of the channel.
Business messages are most effective when they convey an informal, conversational tone instead of a formal tone.
Jargon should be avoided in all business messages.
With big writing projects, team members may function independently in some phases of the writing process.
Teams that are working on a written document should probably avoid software tools like Microsoft Word and Google Docs because the complexity of the software may frustrate members and will probably cause group failure.
Students also viewed
CSUF BUAD 201 Chapter 16
Bus Com Final Exam
Chpater2: Professionalism: Team, Meeting, Listenin…
Sets found in the same folder
Chpt 11-14 BUSN 2200
CSUF BUAD 201 Chapter 12
CSUF BUAD 201 Chapter 16
Business Communication Exam
Other sets by this creator
CFP Book 3 - QBank Questions
CFP Book 3 Definitions + Practice Questions
CFP Book 2 - QBank Questions
CFP Book 2 - Definitions + Practice Questions
Recommended textbook solutions
The Language of Composition: Reading, Writing, Rhetoric
Lawrence Scanlon, Renee H. Shea, Robin Dissin Aufses
Literature and Composition: Reading, Writing,Thinking
Carol Jago, Lawrence Scanlon, Renee H. Shea, Robin Dissin Aufses
Technical Writing for Success
Darlene Smith-Worthington, Sue Jefferson
Technical Writing for Success
Darlene Smith-Worthington, Sue Jefferson
Other Quizlet sets
Series 65 Unit 2 Test Review
AS 512 section D (theory)
CH 29 red