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Business Communication
Q:
When is it best to use the indirect approach in creating a message?
A. When the message is likely to evoke a negative response from the reader
B. When the message is requesting for routine information
C. When the message is informing the reader about good news
D. When the message is intended for an audience who prefers to get to the main point without delay
E. When the message is likely to evoke a neutral response from the reader
Q:
Mishandled negative communication can be expensive, in terms of both money and reputation.
Q:
In which of the following situations should one use the direct order in writing a message?
A. In writing a message that is likely to evoke a neutral response from the reader
B. In writing a message to persuade a client of a business deal of which he/she is not very convinced
C. In writing a message that is likely to evoke a negative response from the reader
D. In writing a message offering an explanation to stakeholders in times of crisis
E. In writing a message informing a customer about the cancellation of a major order
Q:
List the order in which a transmittal should be organized.
Q:
The direct order of writing a message _____.
A. prepares the reader to receive an emotionally-charged message
B. offers the writer the flexibility to compose a message that is open to numerous interpretations
C. allows the writer to begin with the key point and get to the objective right away without delay
D. allows the writer to create a general message that is not adapted to suit a specific audience
E. allows the writer to present simple information in a complex manner
Q:
Why is the use of humor in informative messages considered risky? How can this be avoided?
Q:
What features should a good subject line have?
Q:
Internal-operational communications are highly casual exchanges between employees of the same company.
Q:
Internal-operational messages are those emails and hard-copy messages written by the employees of a company to suppliers and service organizations outside the company.
Q:
List the purposes of using e-mails in business.
Q:
In a message granting an adjustment, you should make repeated references to the problem being corrected.
Q:
What is the purpose of using blogs and what are some characteristics of good blogs?
Q:
One of the special considerations when writing an adjustment grant message pertains to overcoming the reader's negative impressions of the company.
Q:
Explain what a wiki is and what its functions and advantages are in business communications.
Q:
Edward has recently joined a new project, for which he needs to regularly coordinate with his colleague, Ken Bradley, to discuss project activities. He understands that the content of their communication needs to be confidential and should not leave any paper trail. In addition, he wants to establish a good working relationship with Mr. Bradley for future projects through this communication. Explain what common media Edward should use to establish communication efficiently with Mr. Bradley and why.
Q:
Even though an adjustment grant is good news to a customer, some negative thoughts may remain.
Q:
A message granting an adjustment should be written in the indirect order.
Q:
How do video conferences help enhance business communication?
Q:
Depending on the situation, claim messages can either be written using the direct order or the indirect order.
Q:
What are the primary and secondary purposes of informative and positive messages?
Q:
In the context of writing order acknowledgements, when delays are routine and expected and do not pose a serious problem, you should use the indirect approach.
Q:
Which of the following should be undertaken while responding positively to a message?
A. Grant a customer's request for a benefit in the last sentence of a message.
B. Talk about your own process in making the decision related to the message.
C. Give reason for the original mistake even if it does not give credit to a company.
D. Show that you are listening and want to resolve the problem.
E. Talk grudgingly if a customer's request is impractical and demanding.
Q:
An order acknowledgment message begins with good news and ends on a goodwill note.
Q:
Which of the following should be undertaken while summarizing a message?
A. Start with the main points and then move on to explaining supporting material.
B. Use chronological accounts while summarizing data for external people.
C. Provide a step-by-step account of what you did when it involves an external audience.
D. Avoid stating the topic of discussion in an internal conversation since it is already known.
E. Summarize a visit with a client by providing the main point from your own point of view.
Q:
When writing a general favorable response, you should avoid adding comments, questions, suggestions, or additional information even if such material is relevant to the reader's original request.
Q:
Which of the following statements is true of a letter of transmittal?
A. It should inform the reader what is being sent at the end.
B. It should begin with summarization of the main points of a document.
C. It should have important primary purposes rather than secondary ones.
D. It should not include details of what will happen next, as it might be a distraction.
E. It should include information that would help the reader understand the document.
Q:
If your response to an inquiry includes some bad news along with the good news, you should place the bad news at the beginning and ending of the message as a whole.
Q:
Which of the following statements is true of using humor in business communications?
A. There should be no restraints while using humor to convey informative messages.
B. It should be completely avoided, as it always makes a message seem less important.
C. Sexual and religious humor should be avoided, but political humor can be used.
D. It can be directed at specific people if they never get to see the message.
E. It can help increase the chances that a message is read or heard.
Q:
In responding to an inquiry with two or more questions, you should answer the questions in the order your reader used in asking them.
Q:
Which of the following statements is true of stories in informative messages?
A. They help people to remember information, but not understand it.
B. They are time-consuming and should be avoided.
C. They are usually in detail and one to two pages long.
D. They enable people to put facts in context.
E. They are fiction, but not narratives.
Q:
Which of the following is the best example of a goodwill ending in a positive business e-mail?
A. Have a good day!
B. Wish you a happy weekend!
C. Convey my regards to your family.
D. If you have any questions please feel free to call.
E. I am looking forward to receiving more orders from you.
Q:
In writing a favorable response to an inquiry, it is considered inappropriate to begin the message by stating that you are complying with the reader's request.
Q:
When ending routine inquiry messages, one should avoid mentioning deadlines and the reasons for them.
Q:
Which of the following statements is true of a goodwill ending in positive and informative messages?
A. It should work if the same basic message is sent to someone else with the same title.
B. It is a good idea to end an e-mail with "feel free to call."
C. It should focus on the reader's hobbies, family, or personal life.
D. It should not refer to the company's relationship with the reader's organization.
E. It should show you see the reader as an individual.
Q:
For the sake of conciseness and clarity, the questions in a routine inquiry should be combined into a single sentence.
Q:
Positive and informative messages should include benefits when:
A. presenting factual information only.
B. presenting benefits that may not be obvious.
C. the benefits make the audience seem selfish.
D. the audience's attitude toward the information does not matter.
E. the benefits are so obvious that restating them insults the audience's intelligence.
Q:
It is not necessary to include benefits in positive and informative messages when:
A. presenting policies.
B. presenting factual information only.
C. presenting benefits that may not be obvious.
D. stressing benefits that present the audience's motives positively.
E. shaping your audience's attitudes toward the information or toward your organization.
Q:
The opening of a routine inquiry should focus on the main objective.
Q:
Which of the following should be followed in order to manage information in e-mails?
A. Bullets should be avoided in long e-mails.
B. Checklists are too elementary and should be avoided.
C. Numbers should be used while answering multiple questions.
D. Messages with attachments should not include the most vital information.
E. New materials should be placed at the bottom while sending regular updates.
Q:
A routine inquiry should not open with a question or request.
Q:
Which of the following should you do to manage information efficiently in messages?
A. Place new material in the center of a message.
B. Use overviews if a message is short and concise.
C. Use multiple paragraphs while answering multiple questions.
D. Use color to highlight new information.
E. Place crucial information in an attachment.
Q:
Ending a message with phrases such as "as soon as possible" or "at your convenience" helps in building goodwill.
Q:
Which of the following is an appropriate subject line for a neutral or positive message?
A. Hello! Good news!
B. Thank You for the Effort
C. Office Will Be Closed Tomorrow
D. Submit Reports by 12.12.2014
E. Points to Be Discussed in the Next Meeting
Q:
Messages that contain good news should be written in the indirect order.
Q:
Which of the following should you do when creating subject lines to help ensure that an e-mail is read?
A. Make the subject line ambiguous and general to cater to a large audience.
B. Highlight the subject line if the information is neutral or negative.
C. Use generic tags, such as "hello" or "thank you" to give the message a friendly note.
D. Name drop in the subject line to make an appropriate connection.
E. Ensure the reader does not recognize the sender to eliminate possible bias.
Q:
When a message is likely to elicit a positive or neutral response from a reader, the direct approach is preferable.
Q:
Lana works as a communications executive at a non-governmental children's rights organization. She has finished compiling the annual report for the current year and now needs to send it out to all the campaign managers in the organization. Which of the following would be the most appropriate subject line to send out the report?
A. Annual Report for your reference
B. Annual Report for the current year
C. Objectives, Milestones, and Lessons learned in 2013
D. 2013 Annual Report
E. Details of our Annual Campaigns
Q:
Overuse of the verb "to be" and passive voice can sap the energy from your sentences.
Q:
Which of the following should be undertaken while using a basic pattern of organization in a message?
A. Understand the rationale or logic behind each of the patterns.
B. Remember that the pattern cannot be modified or changed when necessary.
C. Know that every message with the basic pattern will have all elements included.
D. Understand that you should always present several elements in one paragraph.
E. Remember that you should never have several paragraphs for just one element.
Q:
The word "complement" refers to words of praise.
Q:
"The majority of our customers are satisfied with our products." This sentence uses abstract words.
Q:
Aliyah sent an e-mail to her manager requesting for a leave of two days in the following week. If she does not get a reply immediately, she should:
A. send the same e-mail again after a few minutes.
B. ask the manager in person to reply to the e-mail.
C. wait for a day before e-mailing the manager again.
D. call her manager to know if the e-mail was received.
E. send another e-mail with the subject line "READ NOW."
Q:
Olga is a public relations executive at an educational institution and needs to invite Florence Woods, a renowned author, for the institution's annual function in March. Olga knows that Florence has a busy schedule and travels around the globe for her work. Which of the following should Olga undertake while composing her e-mail, keeping in mind Florence's time restraints?
A. Put important details about the annual meet in the middle paragraph
B. Use an overview if the e-mail is less than one screen long
C. Limit the e-mail to the main topic of the annual meet
D. Avoid using headings if her e-mail is more than one screen long
E. Use off-topic materials to make the e-mail interesting
Q:
The use of specialized language can signal to other specialists that you are qualified to communicate on their level.
Q:
While drafting an e-mail, you should:
A. use only capital letters in the subject line.
B. cover as many topics as possible in one e-mail.
C. put the most important information in the last sentence.
D. use an overview if the e-mail is more than one page long.
E. always use high priority markers like URGENT in the subject line.
Q:
"We take pride in our work." This sentence uses a slang word.
Q:
Which of the following is a disadvantage of e-mails?
A. It is expensive.
B. It is time-consuming.
C. It does not create a paper trial.
D. It can be sent to only one person at a time.
E. It can lead to misinterpretation of sarcasm and irony.
Q:
"The project uses state-of-the-art technologies." This sentence uses a cliche.
Q:
E-mails are commonly used to:
A. avoid leaving behind a paper trail.
B. ensure readers respond immediately.
C. solve a problem when time is crucial.
D. undertake controversial activities.
E. save time and money.
Q:
To communicate clearly, you must use words that your readers are familiar with.
Q:
Which of the following can be best communicated through an e-mail?
A. Irony and sarcasm
B. Negative critiques
C. Routine activities
D. Nonverbal cues
E. Bad news
Q:
What are the three major techniques of emphasizing the positive and de-emphasizing the negative in business messages?
Q:
Which of the following is a difference between paper memos and e-mails?
A. Paper memos have a format different from that of e-mails.
B. Paper memos are always lengthy, whereas e-mails are short.
C. Paper memos are informal, whereas e-mails are formal.
D. Paper memos have simple responses, whereas e-mails do not.
E. Paper memos are sent to external people, whereas e-mails are internal.
Q:
Consider the following statement: "We cannot exchange this item as you have not supplied us with the original purchase invoice." How can this statement be changed to avoid blaming the reader? List some strategies that help you avoid blaming the reader.
Q:
_____ allows professionals to connect with colleagues and other industry members and use the site to network and earn recommendations from past and current clients.
A. Facebook
B. LinkedIn
C. Blogs
D. Twitter
E. Orkut
Q:
List at least five techniques that enhance courtesy in business messages.
Q:
Pablo tweeted "The office meeting time has changed. It is now from nine to three. Have a great day! #change #newtime #officerules" Some people felt that Pablo's tweet was an inappropriate work place tweet because it:
A. is very informal.
B. uses many hashtags.
C. does not convey anything important.
D. does not use acronyms.
E. is too long.
Q:
What are rubber stamps? Why is the use of rubber stamps detrimental to building goodwill with a reader?
Q:
Laila is a popular pop music artist. She recently had a chat with Jeremy, her public relations executive, asking him to work on increasing her online presence in order to increase her fan following. Jeremy then uses a microblog, which lets Laila's fans know what music album she is working on and concerts she will be singing at through the use of short text messages. Which of the following modes of social media is Jeremy most likely using?
A. Facebook
B. Wikis
C. Twitter
D. Orkut
E. LinkedIn
Q:
What are the three major transitional devices that make paragraphs coherent?
Q:
_____ is a social networking tool where users create a profile, chat, and share interests with other users.
A. Blog
B. Wiki
C. Facebook
D. LinkedIn
E. Pinterest
Q:
What is coherence?
Q:
The project managers at Karbon Footprint, an environmental organization, are meeting to decide on a social media which will help them track the progress of different ongoing projects and monitor the tasks undertaken by campaigners. They need a social media which is internal so that privacy of their project strategies remains within their organization. Which of the following would best serve the project managers' purpose?
A. LinkedIn
B. Wikis
C. E-mail
D. Xing
E. Yammer
Q:
Wikis can be used for:
A. promoting products and adding visibility of a brand.
B. bookmarking and summarizing web pages.
C. informing clients of terms and conditions in a transaction.
D. recruiting prospective employees to an organization.
E. establishing a good relationship with customers.
Q:
What is a topic sentence?
Q:
Correct the following sentences: 1) The company needs to improve its' website.
2) After we choose the winner, we celebrated.
Q:
Which of the following statements is true of text messaging?
A. It can be used without discretion, because it does not leave a paper trail.
B. It generally takes a long amount of time to be answered or replied to.
C. It is appropriate for communicating socially, but has no place in business.
D. It is appropriate for short messages, since they are less intrusive than phone calls.
E. It is ideal for critical issues in a business which involve negotiations.
Q:
Rewrite the following sentences without slang and business cliches: 1) We will not be able to attend to you at this point in time.
2) I'm certainly not going to throw you under the bus.
Q:
Which of the following is a difference between instant messages and phone calls?
A. Instant messages are less intrusive than phone calls.
B. Instant messages provide more contextual cues than phone calls.
C. Instant messages increase the time needed to solve a problem, while phone calls decrease the time.
D. Instant messages are used to convey long messages, while phone calls are used to convey short messages.
E. Instant messages are answered immediately, while phone calls are not answered immediately.
Q:
Rewrite the following sentences using short words: 1) The proposed enhancement is under consideration.
2) They acceded to the proposition to undertake a collaborative venture.