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Q:
Which of the following is an example of a psychographic characteristic?
A. Age
B. Goals
C. Location
D. Education
E. Race
Q:
Which of the following is an example of demographic data?
A. Moral values
B. Educational level
C. Social security number
D. Personality types
E. Intellect
Q:
Naomi works at an event management company and is popular among her clients for her ability to adapt to changing situations and client requirements with ease. She also avoids making impulsive decisions and gathers all necessary information before implementing an action. According to the Myers-Briggs Type Indicator, she qualifies as the _____ type.
A. perceiving
B. judging
C. thinking
D. intuiting
E. introverting
Q:
Mildred Gilbert, who works for a travel company, recently gave a presentation to her manager on a marketing plan for the next financial year. In the presentation, she ensured that all communication was well organized, and all procedures followed a distinct structure and timeframe. Which of the following personality types was Gilbert's audience according to the Myers-Briggs Type Indicator?
A. Perceiving
B. Sensing
C. Intuiting
D. Extroverting
E. Judging
Q:
Amanda George needs to give a presentation on "Drug and Alcohol Abuse" to college students in Michigan. Before preparing the presentation, she analyzes the audience and realizes that the presentation needs to focus on the underlying patterns of the issue. In the presentation, she uses metaphors and case studies as examples of severe drug abuse cases. Which of the following types according to the Myers-Briggs Type Indicator is George's audience?
A. Sensing
B. Perceiving
C. Intuiting
D. Extroverting
E. Judging
Q:
According to the Myers-Briggs Type Indicator, the _____ dichotomy measures the way an individual prefers to take in information.
A. channeling-formatting
B. thinking-feeling
C. sensing-intuition
D. judging-perceiving
E. extroversion-introversion
Q:
Rebecca Harvey, who works as a marketing executive at a travel company, was recently asked by her manager to provide an update on the campaign she is working on. Instead of giving the manager details through a face-to-face interaction, she chose to write an e-mail. She knew she will have more time to formulate the campaign update if she chooses a written mode of communication. According to Myers-Briggs Type Indicator, which of the following personality types is Harvey?
A. Extroverting
B. Intuiting
C. Thinking
D. Introverting
E. Judging
Q:
Raymond Dean works in the human resource department of a five star deluxe hotel in Las Vegas and needs to recruit people for the post of floor managers in the guest relations department. These recruits will have to be sensitive to in-house guests' requirements and make crucial decisions keeping in mind their preferences. Which of the following dichotomies of Myers-Briggs Type Indicator will best help Dean in recruiting?
A. Sensing-intuition
B. Channeling-formatting
C. Thinking-feeling
D. Judging-perceiving
E. Extroversion-introversion
Q:
The _____ dichotomy of the Myers-Briggs Type Indicator measures how individuals prefer to focus their attention and derive energy.
A. extroversion-introversion
B. sensing-intuition
C. thinking-feeling
D. judging-perceiving
E. channeling-formatting
Q:
The ability to put yourself in someone else's shoes and to feel with that person is known as _____.
A. common sense
B. professionalism
C. intuition
D. empathy
E. sympathy
Q:
Jean Welch has recently started working as a copywriter at an advertising agency and has been asked by her manager to write a proposal for a client's social media campaign. This is the first time that Welch is going to present a proposal and understands that though the company's board of directors will not directly act on it, they will be paying careful attention to the interaction between her and the client. Which of the following audiences can the board of directors be categorized under?
A. Primary audience
B. Watchdog audience
C. Secondary audience
D. Auxiliary audience
E. Gatekeeper
Q:
Carlos Diaz works in the collections section of a bank's loan department, and is very efficient at writing professional, effective letters to customers whose accounts are overdue. The human resources department asks to use copies of some of his letters in a training course for new employees to show good examples of written documents. Under which of the following categories would these new employees be classified?
A. Primary audience
B. Gatekeepers
C. Watchdog audience
D. Secondary audience
E. Auxiliary audience
Q:
John Moreno is a technical writer who is working on a training manual to help new users learn the company's data management system. Employees will use the manual in training seminars taught by the company's trainers. The manual will also serve as an on-the-job reference. The trainers and system analysts who designed the computer system will need to offer their comments on Moreno's draft. What kind of an audience will the trainers be classified as?
A. Watchdog
B. Gatekeeper
C. Primary
D. Secondary
E. Auxiliary
Q:
Which of the following is an example of a primary audience?
A. An attorney who uses company documents as evidence of the organization's culture and practices
B. A supervisor who controls the power to decide whether or not to send a message to other audiences
C. A company president who reads minutes of departmental meetings to stay informed, even though he plays no direct role
D. A client group who will decide whether or not to purchase a product based on a sales proposal
E. A board of directors who do not have the power to stop a message but will use its evaluation to monitor future actions
Q:
A _____ has the power to decide whether to accept a recommendation or not and every message must reach this audience to fulfill its purpose.
A. gatekeeper
B. watchdog audience
C. primary audience
D. secondary audience
E. auxiliary audience
Q:
Janice, a marketing executive at a clothing retail firm, is writing a proposal to promote a new line of clothing for the company. While writing the presentation, she keeps in mind, the marketing directors of the company who have the power to adopt the plan. She also notes that her marketing manager will approve or reject the proposal before it is presented to the directors of the company. On the day of presenting the proposal, she notices that the promotional manager, advertising manager, and the communications manager are also present to offer comments on the proposal. Which of the following is most likely to be a gatekeeper for Janice's proposal?
A. Promotional Supervisor
B. Communications Manager
C. Marketing Manager
D. Marketing Director
E. Advertising Manager
Q:
One should avoid providing an overview while writing for multiple audiences because it takes the attention away from the body of the message.
Q:
While writing for multiple audiences, it is vital to organize the message based on the decision makers' attitudes toward it.
Q:
While developing audience benefits, it is important to link the feature of a product to the audience's needs and provide details to make the benefit vivid.
Q:
One should identify the needs, wants, and feelings that may motivate an audience if audience benefits are difficult to develop.
Q:
If audience benefits do not use you-attitude in a message, a message is likely to be ineffective.
Q:
Convincing the audience of a message's benefits involves two main steps of making sure that the benefit really will occur, and explaining it to the audience.
Q:
Frederick Herzberg's study of professional employees found that the things people liked about their jobs were all intrinsic motivators such as pride in achievement, and enjoyment of work and responsibility.
Q:
Intrinsic motivators are better than extrinsic motivators because research shows that extrinsic motivators may actually make people less satisfied with the products they buy or the procedures they follow.
Q:
"You will be entitled to an all expense paid trip to London if you achieve the quarterly target of 150 accounts" is an example of an intrinsic motivator.
Q:
Good writers maintain one consistent style and approach for all audiences.
Q:
Audience benefits refer to advantages that the audience gets by using services, buying products, following policies, or adopting ideas.
Q:
It is important to use the reader's first name in a salutation even if one is not comfortable with first-name basis.
Q:
It is important to avoid using a salutation and close that remind an audience of their membership in a group if everyone in an audience shares the same experiences, goals, and values.
Q:
The best way to present audience benefits is by presenting good news in the middle of a message.
Q:
In a request which is time consuming or difficult, it is important to make the actions seem complex which will challenge an audience to take on the task.
Q:
Making a message clear and unambiguous helps in handling an audience which may oppose a message.
Q:
Placing old information in a subordinate clause helps an audience think of background information needed to appreciate points in a message.
Q:
A good way to handle a negative audience is by using condescending or hostile phrases which will make them realize their mistake.
Q:
It is important to keep a message as short and crisp as possible when an audience considers a message unimportant.
Q:
The political environment of an organization can impact an audience's reaction to a message.
Q:
It is more effective to use a written channel instead of an oral channel if one wants an immediate response from an audience.
Q:
Communication channels are identical in speed, accuracy of transmission, and the ability to create goodwill.
Q:
Questions about what media, formats, and styles being preferred for communication are a good way of understanding a company's discourse community.
Q:
One can ask questions about the importance of friendship and social relationships to analyze a company's discourse community.
Q:
Andrea Griffins works in a flat organization and thus can directly communicate with the director or chief executive officer.
Q:
The generational difference witnessed in office environments shows that generation X and millenials are largely motivated by duty to a company as opposed to the older generation who are motivated by why a task is important.
Q:
The best way to handle the thinking type of audience is to use emotion and personal scenarios to show how one's ideas value the needs of the people in the organization.
Q:
The Myers-Briggs typology states that sensing type of people are good at facts, and expect others to be as well.
Q:
According to the Myers-Briggs typology, judging type of people prefer to live in a flexible, spontaneous way, and enjoy possibilities.
Q:
Common sense and empathy are the most crucial tools in audience analysis.
Q:
Explain how a friendly, positive style of writing helps in contributing toward a good business document?
Q:
Jennifer recently gave a presentation for a group of college students on "How to choose the right career path." The presentation was a huge success and the students in their feedback form stated that the visual appeal of the presentation was a major factor that contributed to its popularity. What key guidelines did Jennifer most likely follow which helped her document be visually appealing?
Q:
What are the three basic principles that one should keep in mind while organizing information to fit audiences, the purposes, and the situation?
Q:
What are the five key questions for analysis that one should ask in order to create good questions?
1. Who is (are) your audience(s)?
2. What are your purposes in communicating?
3. What information must your message include?
4. How can you build support for your position? What reasons or benefits will your audience find convincing?
5. What aspects of the total situation may be relevant?
Q:
Explain in brief, the process to create good messages.
Q:
What are the two modes of communication channels that one can use to communicate?
Q:
What are conventions and how are they best learned?
Q:
What are some of the criteria for an effective message?
Q:
What are some of the benefits of improving communication?
Q:
How can poor communication lead to legal problems in an organization? Discuss.
Q:
How does poorly written document contribute to lost goodwill? Explain.
Q:
Explain how a poor form of writing contributes to wasted time.
Q:
Discuss some of the main costs of communication.
Q:
Johanna, who is going to join her first job as a software engineer, thinks that she will not need to have any writing ability for the job because she is joining as an engineer and not as a writer. Explain why this belief is flawed.
Q:
Explain how verbal communication, nonverbal communication, and interpersonal nonverbal signals differ from each other.
Q:
Which of the following styles of writing should be followed to create a business document?
A. It should make the message as friendly and personal as possible.
B. It should use complex words if it is being addressed to strangers.
C. It should place positive information at the end of the document.
D. It should focus more on what is impossible so that it can tackle the problem.
E. Use me-attitude to show that one is confident about the document.
Q:
Which of the following are ways in which a document can be made more visually inviting?
A. Avoid using subject lines since they disorient the reader.
B. Use headings to group unrelated ideas.
C. Use lists and indented sections to emphasize examples.
D. Avoid numbering the points to make the document look clean.
E. Use long paragraphs consisting of more than ten typed lines.
Q:
Stella is presenting a report on "Negative Impacts of Genetic Engineering" at a conference on Food Security in Manhattan. The audience consists of scientists, government officials, and members of civil society groups of which some are skeptical about the subject. Which of the following would best help Stella handle the audience?
A. Present the good ideas at the end of the report
B. Present the main points of the report in the middle of the report
C. Approach the issue of genetic engineering indirectly
D. Make the milestones achieved section clear in the first paragraph
E. Identify one main audience benefit instead of several benefits
Q:
Which of the following should be followed while solving business communication problems?
A. Consciously developing one key solution instead of multiple ones
B. Understanding that even irrelevant features of an audience are important
C. Emphasizing information by placing it in the middle of a paragraph
D. Identifying one main audience benefit if it is a persuasive message
E. Ensuring that benefits are adapted well to the needs of the audience
Q:
Which of the following should one do while analyzing business communication situations?
A. Avoid taking into account emotions of other people when stakes are high
B. Take into account the needs of the organization and not those outside the organization
C. Use written channels instead of oral channels for better decision making
D. Use detailed instructions to understand audiences and corporate culture
E. Consider one's own needs in addition to those of one's superior and audience
Q:
Written forms of communications are preferable over oral forms of communication when:
A. group decisions need to be made.
B. misunderstandings need to be cleared quickly.
C. communication needs to be personal.
D. conflicts need to be resolved immediately.
E. communication needs to be formal.
Q:
The best way to learn conventions in a particular workplace is by:
A. seeing what other workers are doing.
B. reading documents on office guidelines.
C. interacting with the human resource department.
D. getting updated by the manager or supervisor.
E. researching online about the organization.
Q:
Which of the following is true of conventions?
A. They remain constant over long periods of time.
B. They are practices one encounters infrequently.
C. They apply to a general audience and context.
D. They can be best learnt by reading annual reports.
E. They are widely accepted practices.
Q:
Rebecca, who works as a human resource executive, received a letter from her manager to organize an interactive program for some of the employees of the organization. Rebecca needs to call her manager to find out the objective of the program, when it needs to be organized, and which employees need to attend the program. Which of the following is the letter characterized by?
A. It allows the reader to act on it instantly.
B. It is incomplete in form.
C. It answers all queries that the reader has.
D. It saves the reader's time.
E. It prevents the reader from guessing.
Q:
Which of the following is true of good business and administrative communication?
A. Makes an audience guess a message a speaker or writer has presented
B. Leaves audience's questions unanswered to create challenges and interactions
C. Represents messages which are free from errors in spelling and grammar
D. Considers members of an audience as numbers instead of as groups of people
E. Takes a long time to decipher which challenges an audience's intellect
Q:
Which of the following does good writing involve?
A. Keeps requests ambiguous which helps avoid arguments
B. Uses legalistic language to impress the readers
C. Analyzes the larger context in which words may appear
D. Presents the main point in the middle of a long paragraph
E. Requires a reader to gather additional information
Q:
Roswell, a manager at a software firm, needs to ensure that the members of his team complete work on a project that has its deadline approaching. To remind them about the deadline, he writes an email stating, "You need to complete the work by Friday so that I can deliver the product to the client on time." His email, however, involves a writing flaw because of which he does not receive the results he would have otherwise achieved. What type of writing flaw does Roswell's email have?
A. Selfish tone
B. Vague request
C. Legalistic language
D. Misused words
E. Confusing words
Q:
Every year in the month of April, Rowland and Co. files a report to the Securities and Exchange Commission of U.S.A. The report consists of details of their audited financial statements, executive compensation, and equities. Which of the following is the company filing?
A. Annual report
B. Quarterly Report
C. Claims adjustment
D. 10-K report
E. Quotation
Q:
_____ is an external document granting or denying customer request to be given credit for damaged goods.
A. 10-K Report
B. Quarterly report
C. Policy and procedure bulletin
D. Transmittal
E. Claims adjustment
Q:
Samantha Carter who owns Blaze, a fashion house in Manhattan, recently received an e-mail from her client requesting for price details of her eco-friendly line of clothing. Now she needs to write a letter to him with the requested details. Which of the following is Carter writing?
A. 10-K Report
B. Thank-you letter
C. Quotation
D. Claims adjustment
E. Transmittal
Q:
A memo of congratulations is written to:
A. clients who have been with a company for over 10 years.
B. employees who have won awards or been promoted.
C. company partners when a project is successful.
D. external allies for a well implemented campaign.
E. suppliers who have been loyal to a company.
Q:
Leah, a communications manager at a travel company, needs to evaluate her team members' work in the last financial year. She needs to prepare a report on the evaluation of objectives they helped achieve. Which of the following documents is Leah preparing?
A. Career assessment
B. Performance Appraisal
C. Quarterly Report
D. Memo of congratulations
E. Role-based assessment
Q:
Which of the following does a request to deviate from policy and procedure bulletin state?
A. Explains that another approach is better for a specific situation rather than the standard approach
B. Discusses profitability and problems during a period and how it deviates from past figures
C. Summarizes financial information to be filed with the Securities and Exchange Commission
D. Discusses the granting or denying of customer request to be given credit for defective goods
E. Explains why an organization's statistical figures deviates or varies from external market figures
Q:
A _____ is a statement of company rules, guidelines, and instructions with a purpose to inform, build image, and goodwill.
A. policy and procedure bulletin
B. 10 K report
C. quarterly report
D. transmittal
E. monthly and annual report