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Business Communication
Q:
Which of the following methods will help ensure a conversational tone suitable for business messages?
A) adopting a casual, laid-back style
B) using plain language
C) adopting an intimate, personal tone
D) using humor to make a point
E) using formal words and complex sentences
Q:
Sheila is the HR manager at a firm that sells home appliances. She has to send an email to her boss regarding the change in payscales of employees. Which of the following strategies should she avoid so that she can send out an effective business message?
A) avoiding obsolete language
B) using an elevated and formal tone
C) avoiding preaching
D) avoiding bragging
E) avoiding informal and laid-back language
Q:
Most business messages today aim for a(n) ________ tone.
A) casual
B) conversational
C) abstract
D) formal
E) laid-back
Q:
David has to send out a press release about a new service his company is introducing. Which of the following must David avoid?
A) modifying his communication style to suit the company image
B) letting his personal views and communication style dominate a message
C) following the communication guidelines set by his company
D) building the company's image among stakeholders
E) putting his company's reputation before his personal style
Q:
Daniel is a lawyer who has shifted to a new town. He needs to build his credibility with the residents of the town in order to establish a client base. Which of the following methods is most likely to help Daniel build his credibility?
A) familiarizing himself with the town's history
B) establishing his qualifications and expertise
C) honing his communication skills
D) bragging about his previous record and successes
E) using hyperbole when discussing his achievements
Q:
Stephen, an economics professor, is invited by a university to speak on the recession affecting the Spanish economy. Which of the following represents the most ineffective way in which he could fail to establish credibility with the audience?
A) emphasizing his knowledge and expertise
B) using hyperbole to discuss his achievements
C) showing that he can distance himself from emotional situations
D) demonstrating confidence in his skills
E) using an endorsement
Q:
Which of the following is NOT a way to avoid bias in communications?
A) rewording sentences to use "they" or to use no pronoun at all
B) putting the disability first and the person second
C) avoiding sexist language
D) mentioning the age of a person only when it is relevant
E) avoiding identification on the basis of race or ethnic origin
Q:
"For an older person, he knows a lot about computers." This statement is an example of ________ bias.
A) gender
B) disability
C) age
D) racial
E) ethnic
Q:
Using the term chairperson for women and chairman for men is an example of ________.
A) racial bias
B) ethnic bias
C) sexual bias
D) gender bias
E) euphemism
Q:
Select the sentence that is bias-free.
A) All salesmen and their wives are invited to the reception.
B) All sales representatives and their wives are invited to the reception.
C) All salesmen and their spouses are invited to the reception.
D) All sales representatives and their guests are invited to the reception.
E) All salesmen and their guests are invited to the reception.
Q:
Biased language ________.
A) often leads listeners to disbelieve unfair stereotypes
B) conveys meaning without carrying negative connotations
C) avoids words and phrases that unfairly categorize or stigmatize people
D) is an effective way of communicating negative news
E) perpetuates the underlying stereotypes and prejudices that it represents
Q:
Bias-free language ________.
A) is often unethical and can obscure the truth
B) often makes the speaker or writer sound dictatorial
C) avoids words and phrases that unfairly or unethically stigmatize people
D) perpetuates the underlying stereotypes and prejudices that it reflects
E) communicates in terms of the point of view of the audience, using the audience's interests and preferences
Q:
Which of the following is a euphemistic way of saying that someone is stubborn?
A) Marina is very tenacious.
B) Alice is often pigheaded.
C) Jules is a very unyielding person.
D) Joshua has an inflexible way of working.
E) Sylvia is obstinate about certain matters.
Q:
Elena is the director of a retirement home. She is writing a material that will be included in the brochure promoting the home. When referring to the residents of the home, she is careful to use "senior citizens" instead of "old people," to avoid the unpleasant connotations of the word. This is an example of the use of ________.
A) comparison
B) metaphors
C) transitions
D) euphemisms
E) similes
Q:
Select the sentence with the best positive emphasis.
A) We failed to complete the process audit on time.
B) We will 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 have not finished the process audit.
E) The process audit was delayed due to operational reasons.
Q:
In general, written communication ________.
A) cannot use the "you" attitude
B) allows the writer to adjust the message according to the audience's reaction
C) requires more tact than oral communication
D) offers immediate feedback for a message
E) is only used when an informal approach is required
Q:
Which of the following statements about the "you" attitude in business communication is true?
A) It emphasizes a speaker-centered approach.
B) It focuses on the audience's wishes, interests, and preferences.
C) It replaces terms that refer to the audience with terms that refer to the speaker's company.
D) It always uses the active voice, with "you" as the subject.
E) It considers the point of view of the speaker.
Q:
Select the sentence with the best "you" attitude.
A) G&B's savings scheme is the best of its kind in the country.
B) The new savings scheme from G&B can help customers save money.
C) G&B has offerings tailored to every need.
D) Learn how to save your money with G&B's new savings scheme.
E) Helping customers save money is our aim at G&B.
Q:
Read the following paragraph and add transitions to connect ideas and sentences:
The world is getting smaller every day. Most people use electronic gadgets for communication. Distances between countries are shrinking daily. Travel is easier than ever before. Road and rail transit is too slow for modern travelers. Air travel is quick and easy. Cultural and social boundaries are blurring. Ideas, languages, and popular culture spread across the globe almost instantly. National cultures are making way for a unified global culture. Technology has played a major part in globalization.
Q:
Brad wants to set up a catering business from his home. He needs to publicize his business and build his credibility with potential customers. Explain how Brad can build his credibility with the help of concrete examples.
Q:
Rewrite the following paragraph using the "you" attitude: Highstreet Shoes has the best products for the best prices in town. We offer shoes for every possible activity, from casuals to formals, for work or play. Our customers consistently report the highest satisfaction levels. The salespeople at our stores are familiar with the entire range of shoes and can help our customers choose the best option for them. We are located at most major malls and shopping centers and even have an online store, for customer convenience. Our returns policy allows product returns within 90 days of purchase, in their original packaging. Kindly note that no returns will be accepted after 90 days.
Q:
Topic sentences are generally more specific than support sentences.
Q:
Echoing a word from a previous sentence is one way to establish a transition.
Q:
To draw attention to important ideas in a sentence, they should be placed at the beginning or at the end of the sentence.
Q:
A compound sentence has one main clause and one subordinate clause.
Q:
It is important to use a great deal of technical jargon in all business messages to build credibility with the reader.
Q:
Jargon is an efficient way to communicate within the specific groups that understand these terms.
Q:
Small, numerous, near, and good are all examples of concrete words.
Q:
Concrete words are far more specific than abstractions.
Q:
An abstract word stands for something you can touch, see, or visualize.
Q:
The passive voice combines the helping verb "to be" with a form of the verb that is usually the past tense.
Q:
The passive voice creates more direct, shorter sentences and makes your writing easier to understand.
Q:
In the active voice, the subject receives an action.
Q:
When communicating across cultures, it is important to include humor in order to put your audience at ease.
Q:
Using "senior citizens," rather than "old people" when referring to people beyond a certain age is an example of euphemism.
Q:
Euphemisms are milder synonyms that can express an idea while triggering fewer negative connotations.
Q:
Using the "you" attitude means putting the sender's priorities first.
Q:
Elena's team members are working on five different parts of a report. Which of the following tools will help them put the five parts together once the report is complete?
A) templates
B) file merge
C) themes
D) style sheets
E) mail merge
Q:
________ tend to address the overall look and feel of the page or screen, including color palettes and background images.
A) Illustrations
B) Style sheets
C) Boilerplates
D) Style sets
E) Themes
Q:
________ are collections of formatting choices for words, paragraphs, and other elements.
A) Typecasts
B) Style sheets
C) Boilerplates
D) Themes
E) Typescripts
Q:
________ refers to a standard block of text that is reused in multiple documents.
A) Footnote
B) Theme
C) Style set
D) Boilerplate
E) Style sheet
Q:
Kate has to write an article explaining why a particular candidate for president is, in her opinion, better than another. Which of the following transitional methods is the best option for her to structure the article?
A) additional detail
B) repetition
C) a cause-and-effect relationship
D) contrast
E) condition
Q:
Which of the following sentences does NOT make use of transitional elements to show how one thought is related to another?
A) He was very tired that day, yet he volunteered to help out.
B) Although the Greens are the stronger team, the Blues have the home advantage.
C) Hannah and Chloe went shopping yesterday.
D) The house is dilapidated, hence no one will buy it.
E) If they move out immediately, they will have trouble finding a new place.
Q:
Words or phrases that connect ideas by showing how one thought is related to another are called ________.
A) clichs
B) jargon
C) transitions
D) buzzwords
E) slang
Q:
Which of the following is the best example of a topic sentence for a paragraph on the disadvantages of urban living?
A) Though urbanization offers us several benefits, it comes with its own costs.
B) The number of cities in the developing world is increasing by the day.
C) A city is generally an urban settlement with a large population.
D) Increasing urbanization is a feature of our times.
E) Urbanization is the physical growth of urban areas as a result of global change.
Q:
________ sentences, usually the first one in the paragraph, give readers a summary of the general idea that will be covered in the rest of the paragraph.
A) Cause-and-effect
B) Transition
C) Topic
D) Support
E) Summary
Q:
Which of the following is NOT a way of emphasizing an idea?
A) putting the idea at the end of a sentence
B) devoting more words to the idea
C) putting the idea in the middle of a sentence
D) putting the idea at the beginning of a sentence
E) making the idea the subject of a sentence
Q:
Which of the following is true for a complex sentence?
A) A complex sentence may have more than one subordinate clause.
B) A complex sentence may have two or more independent clauses.
C) The subordinate clause in a complex sentence can stand alone.
D) A complex sentence has two or more main clauses, and at least one subordinate clause.
E) A complex sentence need not have a main clause.
Q:
A sentence that has one independent and one dependent clause is known as a ________ sentence.
A) complex
B) compound-complex
C) simple
D) compound
E) simple-complex
Q:
Which of the following is true for simple sentences?
A) A simple sentence may be expanded by modifying phrases.
B) A simple sentence has two independent clauses.
C) Using predominantly simple sentences makes it easier to express relationships among ideas.
D) If you want to downplay an idea in a simple sentence, position the dependent clause within the sentence.
E) A simple sentence sometimes has a subordinate clause.
Q:
Newly coined terms often associated with technology, business, or cultural changes are known as ________.
A) concrete words
B) buzzwords
C) abstractions
D) clichs
E) transitions
Q:
Which of the following is an example of concrete words?
A) practicality and convenience
B) truth and beauty
C) database and software
D) honesty and integrity
E) profits and motivation
Q:
Which of the following statements is true of active voice?
A) It leaves the performer of the action completely out of the sentence.
B) It can be used to create an impersonal tone.
C) In the active voice, the subject receives the action.
D) It can be used to avoid sounding accusatory.
E) It can make writing more direct and easier to read.
Q:
The passive voice can be effectively used to ________.
A) create an impersonal tone
B) take or attribute either credit or blame
C) write stronger sentences
D) make writing more direct and lively
E) make writing easier to read
Q:
Ben needs to send an email to his superior describing the progress of a project. Which of the following styles should Ben use to communicate in a businesslike tone?
A) use a laid-back, informal tone to reflect friendliness
B) share personal details to create rapport
C) use acronyms to communicate quickly and efficiently
D) use humor to create a receptive state of mind
E) use plain language to make messages simpler
Q:
A(n) ________ is a statement on your behalf by someone who is accepted by your audience as an expert.
A) qualification
B) buzzword
C) endorsement
D) credential
E) euphemism
Q:
Matthew heads the HR team at his workplace. Two team members, Alex and Brianna, are involved in a conflict regarding work. Matthew supports Alex, because he and Alex often go bowling together. Hence, Matthew fails to establish credibility. In which of the following characteristics is Matthew lacking?
A) endorsement
B) honesty
C) objectivity
D) sincerity
E) competence
Q:
Which of the following sentences uses bias-free language?
A) Despite Ms. Curtis's disability, she does a good job.
B) Ms. Curtis's disability does not prevent her from doing a good job.
C) For a disabled person, Ms. Curtis does a good job.
D) Ms. Curtis's employee evaluations rank among the top five in the company.
E) Ms. Curtis is disabled, but she does a good job nonetheless.
Q:
Identify the type of bias in the sentence: "James Levine is the ex-chairman of Ursula Breweries, for which Audra Bennington is the present chairperson."
A) ethnic bias
B) gender bias
C) racial bias
D) age bias
E) disability bias
Q:
Which of the following negative effects results from the use of euphemisms?
A) Euphemisms often convey disrespect or rudeness.
B) Negative news is conveyed in a negative way.
C) There is a risk that the truth might be obscured.
D) Euphemisms can trigger negative connotations.
E) Euphemisms usually offend the listener.
Q:
________ are milder synonyms that are sometimes used in place of strong words to convey meaning without carrying negative connotations.
A) Hyperboles
B) Metaphors
C) Transitions
D) Rhetorics
E) Euphemisms
Q:
Which of the following sentences is the best illustration of the "you" attitude?
A) Because your report was poorly written, we cannot accept it.
B) Your report failed to meet company requirements.
C) When we receive a report that is professional, we can act on your recommendations.
D) Once the report includes the necessary estimates, the project can proceed.
E) You missed out on a number of important points in the report.
Q:
Briefly describe at least four word processing capabilities that can help business writers shape their writing.
Q:
List four methods of using transitions to help make paragraphs coherent.
Q:
Joanna is the Sales Manager for Amco Products. Andrew, one of the salesmen reporting to her, has not met his targets for the month. Joanna must send him an official email asking him to explain his poor performance. She doesn't want to sound accusatory, but hopes that the email will encourage him to improve. Write the email using either the active or the passive voice and explain your choice.
Q:
Rewrite the following passage in the passive voice: The library committee has decided to allot 35 percent of the library's yearly grant to the purchase of new computers and computer hardware. The committee decided to increase its purchase of new technology as these facilities are popular among its patrons. Approximately 75 percent of library patrons use the surfing and email facilities. Borrowing rates for books, magazines and DVDs have decreased sharply over the past few years. The library committee has therefore decided to focus on new technology to attract the new generation.
Q:
James Sharp has to write a formal email to Mark Simpson, his manager, explaining that he has to take a few days' leave. He must also send an email to Joan Sanders, his colleague, discussing what has to be done and the tasks that need to be completed during his absence. In what way will the two emails be different? Discuss the differences in tone between the two and how James can achieve this.
Q:
Janie is new to a job in a large company in which most work interactions take place via email. She needs to know how to decide the tone and structure for her emails. Explain what she can do to improve her emails, and what she should avoid.
Q:
Discuss the various types of biases and methods to avoid these.
Q:
Autocompletion software is essentially the same thing as autocorrection software.
Q:
A compound-complex sentence has two main clauses and at least one dependent clause.
Q:
The words "kick," "increase," "dog," and "desk" are examples of abstract words.
Q:
Active sentences are usually stronger than passive ones.
Q:
Dan needs to explain the new leave policy to the 50 employees in his company. Which of the following will NOT be appropriate for the message?
A) IM
B) email
C) letter
D) memo
E) in-person presentation
Q:
Which of the following types of messages sent by a company to its employees will require the richest media?
A) a message about smoking restrictions
B) a message welcoming a new manager
C) a message about a change in lunch times
D) a message about leave policy
E) a message conveying the organization's goals
Q:
Which of the following forms of communication is the richest?
A) a phone call
B) a memo
C) an email
D) a face-to-face conversation
E) a letter
Q:
________ media communicate in the simplest ways, provide no opportunity for audience feedback, and aren't personalized.
A) Direct
B) Traditional
C) Lean
D) Uniform
E) Rich
Q:
________ is the richest medium of communication.
A) Telephonic communication
B) Face-to-face communication
C) Visual communication
D) Multimedia communication
E) Written communication
Q:
Richness is a medium's ability to ________.
A) maintain a permanent record
B) minimize the cost of transmitting the message
C) send the message as quickly as possible
D) deemphasize inappropriate emotional cues
E) establish personal focus
Q:
Diane needs to send out a certain query to a number of clients. She must also keep a record of the responses. Which of the following communication methods is the most appropriate for the purpose?
A) telephone calls
B) videoconferencing
C) letters
D) instant messaging
E) email messaging