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Business Communication
Q:
Which type of word should be used when a writer wants to express a concept or characteristic?
A) Precise
B) Concrete
C) Connotative
D) Abstract
E) Denotative
Q:
What are the associations and feelings evoked by a word?
A) The denotative meaning
B) The abstract meaning
C) The connotative meaning
D) The concrete meaning
E) The precise meaning
Q:
What is a word's denotative meaning?
A) The feelings associated with a word
B) Its literal meaning
C) An expression of a quality or characteristic
D) A broad, encompassing category of ideas
E) Its ability to stand for something that cannot be seen or touched
Q:
What does poor grammar in a document suggest to the reader?
A) Unprofessionalism
B) Haste
C) Intimacy
D) Diplomacy
E) Passive voice
Q:
Why is it important to use plain language in business writing, especially when writing to non-native English speakers?
Q:
Discuss ways to develop a conversational but businesslike tone in written communication.
Q:
List three situations in which the passive voice can help you demonstrate the "you" attitude.
Q:
Briefly explain the difference between the active voice and the passive voice. Include an example of each one.
Q:
List at least three guidelines to follow if you want to achieve a conversational tone in business messages.
Q:
What is the difference between tone and style in business writing?
Q:
To make a message more effective, incorporate humor whenever possible.
Q:
"The evaluator noted several shortcomings" is written in the active voice.
Q:
Plain language is a style of writing used primarily for communicating to those who do not have a college degree.
Q:
A conversational tone is not appropriate for most business messages.
Q:
According to the textbook, your communication style involves the choices you make to express yourself. Which one of the following will not have an effect on your communication style?
A) The words you select
B) The way you use words in sentences
C) The way you build paragraphs from individual sentences
D) None of the above.
Q:
Identify the voice in the following sentence: "Based on negative client feedback, the marketing department abandoned the campaign."
A) Active
B) Passive
C) Vocative
D) State of being
Q:
How should humor be used in a message written to someone of another culture?
A) It should be supported by emoticons
B) It should be in quotation marks
C) It should be written in a passive voice
D) It should be written in an active voice
E) It should be avoided
Q:
Plain language is a style of writing
A) used only for casual correspondence.
B) designed to make complex materials more understandable to the audience.
C) aimed primarily at readers for whom English is a second language.
D) inappropriate for business communication.
Q:
Which of the following is one way using plain language in writing can help save the organization money while increasing productivity?
A) The message supports all user needs
B) The message does not require a translation from an active to passive voice
C) International audiences are more likely to do business with you
D) The message is easier to understand
E) Messages include more detail
Q:
Which voice should be used when attempting to solve a problem without placing blame?
A) Passive
B) Indirect
C) Self-congratulatory
D) Active
E) Diplomatic
Q:
Most business communication should aim for a ________ tone.
A) formal
B) colloquial
C) conversational
D) confrontational
Q:
Which voice is being used when the writer includes personal pronouns?
A) Passive
B) Indirect
C) Self-congratulatory
D) Active
E) Diplomatic
Q:
What's the problem with phrases such as, "attached please find" and "we are in receipt of"?
A) They are rude.
B) They are too intimate.
C) They are stale and pompous.
D) They involve preaching and bragging.
Q:
When would it be appropriate to write using a passive voice?
A) When making the writing lively and engaging
B) When the writing needs to be direct
C) When attention needs to be focused on a problem rather than the people responsible for it
D) When taking credit for an action
E) When using personal pronouns
Q:
Which writing technique will make the message direct, lively, and easier for the audience to read?
A) Indirect
B) Active
C) Diplomatic
D) Passive
E) Self-congratulatory
Q:
Which of the following helps ensure writing is simple and enhances the meaning of the message?
A) Plain language
B) Common texting symbols
C) Visuals for non-native English speakers
D) Passive voice
E) Connotative words
Q:
Which of the following will help a writer create a conversational tone in a message?
A) Use texting for writing whenever possible
B) Brag about expertise to enhance credibility
C) Use personal phrases and an intimate tone
D) Add occasional humor to lighten the mood of the message
E) Avoid clichs and complicated sentences
Q:
Which type of tone is created by using plain, businesslike language that is not too formal or too casual?
A) Stuffy
B) Unprofessional
C) Pompous
D) Conversational
E) Stale
Q:
Which of the following is created by the overall impression made by your message?
A) Manner
B) Tone
C) Style
D) Meaning
E) Abstract
Q:
What do the choices you make to express yourself, including words and how you use them, create?
A) Manner
B) Tone
C) Style
D) Meaning
E) Abstract
Q:
Why is it important to project the company's image in all communication, rather than your own image or personal brand?
Q:
Discuss elements of building credibility with the audience.
Q:
List at least three personal characteristics that can help establish credibility with your audience.
Q:
Projecting a unique, personal writing style is more important than projecting the company's image.
Q:
Audience responses to your messages depend heavily on your ________, a measure of your believability based on how reliable you are and how much trust you evoke in others.
A) persona
B) savoir-faire
C) credibility
D) none of the above
Q:
To establish credibility with your audience, you should
A) impress them with a long list of your accomplishments.
B) be modest and deferential.
C) show that you are confident and that you believe in yourself and in your message.
D) use hedging words ("maybe," "perhaps") to demonstrate you're willing to tell your audience what they want to hear.
Q:
If you are unsure of the preferred communication style within the organization, where can you seek help?
A) Clients
B) More experienced colleagues
C) Editors
D) Internet
E) Industry professionals
Q:
Which of the following is one way to ensure you are supporting the company's image in your communication efforts?
A) Follow organizational communication guidelines
B) Use abbreviations and texting grammar
C) Have experienced colleagues review all communications you develop
D) Use the same medium and channel whenever possible
E) Allow personal preferences to have priority over corporate preferences
Q:
Which of the following should be done to project the company's image in your communications?
A) Be efficient and to the point whenever possible
B) Share your credentials with all external audiences
C) Use creativity to reshape communication guidelines
D) Put your views ahead of the company's
E) Use the company's preferred communication style
Q:
In addition to strong communication skills, what is needed to be a credible communicator?
A) Good news
B) Persuasive techniques
C) Support from others
D) High levels of performance
E) Credentials
Q:
Which of the following is an effective way to offer praise in a message?
A) Share your credentials before offering specific praise
B) Ensure the audience understands your expertise in making the statement
C) Identify a specific quality that deserves praise
D) Add an endorsement to the positive statement
E) Incorporate hyperbole whenever possible
Q:
How do endorsements support a writer's credibility?
A) They are an indication of sincerity
B) They show that acknowledged experts view the writer as competent and trustworthy
C) They replace communication skills with action
D) They show the writer believes in their skills
E) They show an understanding of company image
Q:
Which of the following is one way to establish credibility with the audience?
A) Show you have done your research
B) Endorse other experts in the field
C) Use a conversational tone whenever possible
D) Create a unique delivery style
E) Take advantage of mobile technology when available
Q:
How does being aware of audience needs influence credibility?
A) It indicates a message has been backed up with data
B) It shows an ability to create emotional distance
C) It demonstrates honesty
D) It demonstrates sincerity
E) It indicates an understanding of what is important to the audience
Q:
Which characteristic is being displayed when you consider all sides of an issue?
A) Honesty
B) Audience awareness
C) Expertise
D) Objectivity
E) Knowledge
Q:
Which of the following is a measure of believability based on reliability and trust?
A) Timeliness
B) Awareness
C) Credibility
D) Effectiveness
E) Hyperbole
Q:
Which of the following is one of the steps in building and fostering a positive business relationship?
A) Projecting a unique image
B) Establishing credibility
C) Eliminating the "you" attitude
D) Conveying negative news in a realistic manner
E) Using euphemisms to avoid ever saying anything negative
Q:
Discuss why it is important to deliver negative news in as positive manner as possible.
Q:
Discuss how to adopt the "you" attitude.
Q:
What is the difference between delivering negative news and being negative?
Q:
List at least two types of biased language and explain how to avoid each type.
Q:
Define bias-free language.
Q:
You are scheduled to discuss a negative performance evaluation with one of the employees you supervise. How can you emphasize the positive during your conversation?
Q:
List three strategies to become more sensitive to your audience's needs.
Q:
When adopting the "you" attitude, words such as "you" and "yours" should be replaced with words such as "I," "me," "we," and "us."
Q:
It is as important to appear to be fair as it is to actually be fair.
Q:
Adopting a "you" attitude in business writing is simply a matter of using the pronoun "you" as much as possible.
Q:
Whether consciously or not, most readers in the workplace greet incoming messages by
A) anticipating the new knowledge they will gain.
B) setting aside enough time to read every one of them.
C) tossing them all into the trash without opening them.
D) asking the question, "What's in this for me?"
Q:
Replacing harsh, unpleasant terms with ________ can help you state your message without using words that may hurt or offend your audience.
A) abstractions
B) euphemisms
C) redundancies
D) idiomatic expressions
Q:
Bob N. Zing, the Director of Human Resources at CAP Co, Inc., has to write an internal message to announce impending layoffs across the company. Rather than addressing the layoffs directly, Bob decides to refer to them as restructuring operations and eliminating redundancies. In this case, these euphemisms
A) reflect the standards of ethical information.
B) convey the "you attitude" for delivering bad news.
C) help employees understand the gravity of the situation.
D) fail to meet the "you" attitude test and ethical information standards.
Q:
Why is appearing to be fair and objective as important as actually being fair and objective?
A) Perception is a fundamental aspect of successful communication
B) Fairness is now a legal requirement in nearly all countries
C) Today's companies simply will not hire unfair communicators
D) Biased language, while sometimes unpleasant, is often more effective
E) Neutral language removes much of the power from your communication efforts
Q:
Using the term crippled in business communication is an example of
A) the "you" attitude.
B) emphasizing the positive.
C) disability bias.
D) none of the above.
Q:
Which of the following is one way good communicators can eliminate the use of potentially biased language?
A) Only use biased language when identifying stereotypes
B) Avoid biased language only when it indicates prejudice
C) Use bias language to reinforce the "you" attitude
D) Correct one area of bias at a time
E) Change biased language to neutral language
Q:
The preferred title for women in business is ________, unless the individual says otherwise.
A) Mrs.
B) Miss
C) Ms.
D) Madam
Q:
Why should biased language be avoided?
A) It makes the writer appear old
B) It might affect the honesty of the message
C) It overemphasizes the "you" attitude
D) It perpetuates stereotypes and prejudices
E) It eliminates the emotional burden on the audience
Q:
A euphemism is a word or phrase that is
A) possibly offensive.
B) general or abstract in meaning.
C) highly technical.
D) a milder term for one with negative connotations.
Q:
What is referring to a corporate leader as a "chairman" instead of a "chairperson" an example of?
A) Hyperbole
B) Expertise
C) Gender bias
D) An endorsement
E) A euphemism
Q:
Which of the following are words and phrases that unfairly categorize people based on personal characteristics?
A) Objective
B) Biased language
C) Endorsements
D) Euphemisms
E) Hyperbole
Q:
Select the sentence with the most positive emphasis.
A) We failed to complete the process audit on time.
B) We hope to complete the process audit by Friday.
C) We haven't completed the process audit.
D) Because of Joan's inaccurate figures on the Haymen project, we are not finished with the process audit.
Q:
Which of the following should be incorporated in writing to emphasize the positive, even in a negative situation?
A) The benefit for the audience
B) A way to hide the negative news
C) Persuasive techniques
D) Immediate feedback
E) An emphasis on etiquette
Q:
Which of the following is a word or phrase that expresses a thought without having negative connotations?
A) Tone
B) Biased language
C) Credibility
D) Sincerity
E) Euphemism
Q:
Which of the following indicates respect for the audience and helps foster successful communication?
A) Avoiding the "you" attitude
B) Jargon and buzzwords
C) Euphemisms
D) High standards of etiquette
E) Biased language
Q:
When might a writer want to avoid using the word "you" in a message?
A) When the name of the audience member is known
B) When it is culturally inappropriate
C) When it will sound accusatory
D) When it is against company policy
E) When there is a need to foster respect and good will
Q:
Use ________ to avoid categorizing or stigmatizing people based on their gender, race, ethnicity, age, level of ability, or other personal characteristics.
A) abstract language
B) descriptive language
C) bias-free language
D) denotative language
Q:
How can a writer best convey the "you" attitude?
A) Use the word "you" as often as possible
B) Demonstrate genuine interest in the audience's need
C) Explain exactly what the audience needs to do to comply with the message
D) Single out the reader's achievements and why you want to do business with him or her
E) Create an emotional reaction in the reader
Q:
The best way to convey the "you" attitude is to express your message in terms of
A) the needs and interests of your organization.
B) your own personal needs and interests.
C) a universal set of needs and interests.
D) the needs and interests of your audience.
Q:
Which of the following should be used to increase your audience's interest in a message?
A) The "you" attitude
B) An emphasis on negative news
C) Words such as "I," "me," and "mine"
D) Negative emotional reactions
E) Personal appeals
Q:
Which of the following statements that would appear in a business message best reflects the "you" attitude?
A) You failed to enclose a check for $25.
B) We need a check from you for $25 so that we can send the merchandise by May 15.
C) We will send you the merchandise as soon as we receive your check for $25.
D) You will have your merchandise by July 15 if you send us your check for $25 today.
Q:
Discuss five techniques that can be used to make mobile messages more effective.
Q:
Describe five techniques you can use to compose effective messages for mobile devices.