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Business Communication
Q:
Which of the following is true about instant messaging in a business setting?
A. Instant messaging differs from text messaging in that instant messaging is primarily voice-based.
B. The use of emoticons in an instant message is dependent on the target audience.
C. The abbreviations used in instant messaging vastly differ from those used in text messaging.
D. Instant messaging is mostly conversational in nature and the language used is mostly casual.
E. Instant messaging avoids the use of informal language.
Q:
Japan is known to have a significant portion of the power structure dominated by men. In general in Japan, men are expected to be assertive, and there is a clear demarcation of roles between the sexes. According to Geert Hofstede's cultural dimensions, which of the following is most likely true of Japan?
A. Japan has an individualistic culture.
B. Japan has a masculine culture.
C. The gender index in Japan is low.
D. Japan has a collectivistic culture.
E. The sex ratio in Japan is low.
Q:
Which of the following is true of an international career experience?
A. Multicultural awareness is sought exclusively for mid-level recruitments.
B. Migrant workers benefit host countries instead of home countries.
C. The importance of second-language proficiency is declining because of globalization.
D. International experience is unimportant because employees prefer to work in their own countries.
E. Executive head hunters look for people with international experience while recruiting.
Q:
Which of the following statements is true about text messaging?
A. The writing in text messages is exactly the same as the writing in the more traditional message forms.
B. Text messaging does not place a limitation on the number of characters a writer can use in composing his message.
C. Text messaging is primarily used for sending detailed text messages from one computer to another.
D. The need for brevity in text messaging has led to the creation of many abbreviations.
E. Text messaging delivers messages at a much higher speed than instant messaging.
Q:
While typing a text message, Mike uses the emoticon ":-0". This emoticon indicates that Mike is _____.
A. laughing
B. frowning
C. winking
D. Smiling
E. yelling
Q:
Kingsley Inc., a clothing retail line in London, recently expanded its business to Scotland. After some basic market research, the management realized that a majority of the people in London preferred organic clothing. Keeping this in mind, it launched its store with clothes made from hemp and bamboo. This strategy turned out to be very successful, as it received a good response from buyers. Which of the following statements best explains Kingsley's strategy?
A. It stereotyped groups in order to understand a group's culture better.
B. It adapted its products to cater to the needs and tastes of the local market.
C. It desensitized itself to the differences in preferences and tastes within the country.
D. It realized that the differences in preferences and tastes were bad and inferior.
E. It ignored the differences in preferences and tastes within the country.
Q:
Which of the following forms of communication places a strong emphasis on brevity?
A. Emails
B. Text messages
C. Letters
D. Memos
E. White papers
Q:
Which of the following is an example of a global business?
A. A franchise set up in a new area with external vendors in order to cater to the local tastes
B. An industry that caters to local tastes and customs internally within the same small town
C. A bank setup to serve the functions of a regional sector
D. A small scale industry setting up a small business unit to promote indigenous products
E. An accounting center set up locally to cater to the needs of people living in the suburbs
Q:
In which of the following messages would it be appropriate to use informal language?
A. A message from an HR manager to his company's CEO, requesting an appointment
B. A message written by a customer care executive to a new customer, welcoming her
C. A message written to a coworker, asking her about her plans for the day
D. A letter written to a government official, requesting for the renewal of one's work permit
E. A message written by a line manager to the CIO of the company
Q:
A successful intercultural communicator should not be willing to ask questions about preferences and behaviors.
Q:
While communicating with an international audience, it is important to remember that people have their own personal characteristics.
Q:
Which of the following writing styles should be used in an email report to the client of a research organization?
A. Casual style
B. Informal style
C. Formal style
D. Conversational style
E. Flaming style
Q:
Most North Americans think holistically rather than linearly.
Q:
In the context of writing email messages, a formal style of writing _____.
A. maintains a shorter distance between writer and reader than an informal style
B. makes extensive use of personal references and contractions
C. uses sentences that are well structured and highly organized
D. uses sentences that are short, unstructured, and incomplete
E. uses mechanical emphasis devices and initialisms
Q:
When writing to international audiences, always use first names to appear friendly and cordial.
Q:
The similarity between casual language and informal language is that _____.
A. they do not use personal pronouns
B. they have the effect of conversation
C. they do not use colloquialisms
D. they are primarily used to communicate with unknown external audiences
E. they avoid using contractions
Q:
Cultural preferences are important in written documents.
Q:
Which of the following statements is true about informal writing?
A. It does not share any of the characteristics of casual writing.
B. It uses colloquialisms but more selectively than in casual writing.
C. It makes use of long, complex sentences to get the point across.
D. It has the effect of conversation and sounds like chitchat.
E. It entirely avoids the use of personal pronouns and contractions.
Q:
People use body language to signal qualities such as interest, respect, and agreement.
Q:
When communicating with close friends, the email messages that are exchanged every day _____.
A. use a casual style of writing
B. do not make use of colloquialisms
C. use sentences that are well structured and organized
D. avoid personal references and contractions
E. refrain from using mechanical emphasis devices and initialisms
Q:
Nonverbal communication consists of selecting words and phrasing sentences.
Q:
If someone other than the primary recipient is to receive a copy of the message in such a way that the primary recipient will know who else has received a copy of the message, the sender should use the _____ field.
A. To
B. Cc
C. Subject
D. Attachment
E. Bcc
Q:
Religion affects business communication.
Q:
With respect to email format, the link "Bcc" or "blind courtesy copy" is used when _____.
A. the sender wants to stress that one or more of the recipients are not primary contact persons
B. the sender wants the recipient to forward the email to a specific set of people
C. the sender wants to forward copies of the email without the knowledge of the primary receiver
D. the sender wants the recipients of the email to get in touch with each other
E. the sender wants to attach files to the email for the primary receiver to download
Q:
Social relationships are uniform across cultures, and they do not affect business communication.
Q:
Which of the following is an advantage of email over text messaging, instant messaging, and social media?
A. Email provides the option of using images.
B. Email can be sent to internal and external audiences.
C. Email is relatively faster than the other modes of communication.
D. Email is less expensive to use than the other modes of communication.
E. Email does not limit the number of characters that can be used in a message.
Q:
Research shows that organizations with low levels of diversity have the highest profits and the highest number of customers.
Q:
With respect to the email format, Cc stands for _____.
A. customer copy
B. check correction
C. company copy
D. client conformation
E. courtesy copy
Q:
Which of the following statements is true about emails?
A. There is a limitation on the number of characters a writer can use in an email.
B. Because of their low speeds and high costs, emails have been replaced by memorandums.
C. Emails can be archived and filed for easy access to a written record of correspondence.
D. Emails cannot be easily forwarded and hence offer a great deal of confidentiality.
E. Emails are the least widely used means of written communication at workplace.
Q:
Currently, organizations are seen to be working on reducing diversity in workforces to prevent low productivity and cultural biases.
Q:
Psychologists have shown that stereotyping is extremely useful in predicting how an individual from a different culture will think, act, and feel.
Q:
In today's business world, _____ are the most widely used form of written communication.
A. text messages
B. instant messages
C. letters
D. memos
E. emails
Q:
Migrant workers benefit the economies of host countries rather than those of their home countries.
Q:
Memorandums can be distinguished from other messages primarily by their _____.
A. purpose
B. style
C. language
D. users
E. form
Q:
While recruiting young employees, second-language proficiency and multicultural awareness are unimportant qualities, because mid-level positions do not require inter cultural interaction.
Q:
Which of the following is true about memos or memorandums?
A. Memos, at present, are used instead of emails as a means of communicating within a business.
B. Memos are primarily used to communicate with external audiences.
C. Memos have the same form as other messages.
D. Memos generally use casual or informal language.
E. Memos are especially useful for communicating with employees who use computers in their work.
Q:
Jason Smith is writing a letter to one of his prospective clients, Alex Harper, the sales manager at Perry McKay Fashion House. Having sourced Alex's contact details from a vendor, Jason is unsure of Alex's gender. How should he address Alex in his letter?
A. Dear Perry McKay Fashion House
B. To Whom It May Concern
C. Dear Sir/Madame
D. Dear Alex Harper
E. Dear
Q:
Deep bicultural fluency and experiences in several countries are key qualities that head hunters look for while recruiting.
Q:
Which of the following is a commonly used complimentary close in today's business letters?
A. To Whom It May Concern
B. Best Regards
C. Dear Sir/Madame
D. Respected Sir
E. Sincerely Yours
Q:
Managers often need international experience for top-level jobs.
Q:
Which of the following statements is true about the use of letters?
A. Letters are primarily used to communicate information that is not routine or neutral.
B. Letters that are formal are required to include the attention line and subject line.
C. Letters are often the most appropriate form to use when corresponding with an external party whom you do not know well.
D. Letters have become less conversational over time and have replaced other forms of communications like email and memos.
E. Letters are used primarily for corresponding with people inside your organization.
Q:
The costs undertaken by global companies for failing to adapt to local cultures can be high.
Q:
A(n) _____ is primarily used to represent the writer and his or her topic rather formally to an external audience.
A. memorandum
B. instant message
C. short message service
D. text message
E. letter
Q:
Companies may depend on international vendors, or operations for services such as call centers, data centers, and accounting centers.
Q:
_____ are the oldest form of business messages.
A. Letters
B. Blogs
C. Emails
D. Telegraphs
E. Text messages
Q:
Business strategies that are highly successful in the United States may be ineffective in other cultures and countries.
Q:
Which of the following is true about the revision stage of the writing process?
A. At this stage, a writer checks whether he has included all the necessary information in his message.
B. This stage is independent of the other two stages in the writing process.
C. This stage is not necessary, and can be omitted, when the message is well drafted.
D. All preliminary decisions regarding the document's format or visual design are made at this stage.
E. At this stage, the writer must choose an appropriate form of communication for his message.
Q:
Why is usability testing an important step in document design?
Q:
In the proofreading stage of the writing process, you are most likely to _____.
A. examine your sentences to see if they emphasize the right things
B. choose the right channel for transmission
C. analyze your audience
D. select an appropriate medium for delivering your message
E. check the mechanical and grammatical elements of your message
Q:
David is planning to design a web page for his company. He has numerous pictures that he can use and has written a draft of what he wants to place on this marketing page. He would like to follow standard conventions to design an attractive, user-friendly website. Describe some of the guidelines that David should consider when creating his page.
Q:
Michael is in the process of writing a message. He is trying to find out whether the words he has used to describe his goals emphasize the right things and if there are better, more concise ways of structuring his sentences. In the context of the different stages involved in writing, Michael is _____ his message.
A. formatting
B. scanning
C. revising
D. planning
E. drafting
Q:
What are some ways to make a home page easy to use so that visitors stay long enough on the page?
Q:
You examine your sentences to see if they pace the information in such a way that the reader can easily follow it, if they emphasize the right things, and if they combine pieces of information coherently at the _____ level of the revision process.
A. editing
B. proofreading
C. channel selecting
D. form selecting
E. revising
Q:
Which of the following should ideally be avoided during the drafting stage of the writing process?
A. Creating a flexible draft that can be changed over time
B. Focusing on creating a perfect draft on the first attempt
C. Focusing on the primary purpose of the message
D. Moving forward at a reasonably steady pace with as little stalling as possible
E. Working on a draft when productivity is the highest
Q:
What are some key design principles to keep in mind while creating a brochure?
Q:
William wants to communicate information to a client, but he thinks that the information runs the risk of evoking a negative response. In this context, which of the following formats should William use to organize the information in his message?
A. Chronological order
B. Direct order
C. Critical order
D. Indirect order
E. Complex order
Q:
Explain how full justification is different from ragged right margins and when each should be used.
Q:
In which of the following cases will the indirect order plan of organizing information be most effective?
A. In an automated email response to emails sent to a work email ID
B. In a letter to a government official requesting the renewal of one's work permit
C. In an email to a supplier asking for a fresh supply of raw materials
D. In an email to a supplier about the organization's plan of switching to a different supplier
E. In an email containing the weekly newsletter which describes the activities of the organization
Q:
Kylie wrote a report on "Strategies to Prevent Deforestation". Kylie used a fourteen-point type font and separated her different strategies with the use of three popular fonts, Times New Roman, Arial, and Verdana. She also used headings to integrate related topics such as role of media and government bodies. However, her project manager found a design error in the report. Explain the error in Kylie's report and why it is a problem.
Q:
The indirect order plan of organizing information in a message is best suited for messages containing information that _____.
A. is likely to evoke a negative response from your readers
B. your readers will consider neutral data
C. your readers will consider routine data
D. is likely to evoke a positive response from your readers
E. is likely to evoke curiosity in your readers
Q:
Lesley works for Stop Now, a boutique for clothing, and has been asked by her manager to write a report on "Growth of Stop Now in the last 5 Years." What can Lesley do to create white space in her document and make it easier to read? Explain with examples.
Q:
The direct order plan of organizing information will be the most effective in writing _____.
A. an email to employees announcing mandatory evening and weekend overtime
B. an email to a pharmaceutical company informing it of the termination of its license
C. a memo to an employee informing him of his dismissal from the company
D. an email to the HR manager asking her how to access the new forms for reporting vacation time
E. a letter to a client apologizing for a late payment
Q:
List the guidelines which should be followed while designing documents.
Q:
In which of the following cases will the direct order plan of organizing information be most effective?
A. In a letter to the parents of a student regarding his poor academic performance
B. In an email to an employee informing him about his dismissal
C. In an email to a client who has requested the shipping details for a purchased product
D. In an email to a supplier informing the party about the organization's plan of switching to a different supplier
E. In a letter to a customer apologizing for the delay in delivering a shipment
Q:
What is the purpose of the four levels of design described by Charles Kostelnick?
Q:
Which of the following is the best practice to be followed when writing messages?
A. Organizing information in the order that will draw the most positive reaction from your readers
B. Gathering information through formal research rather than relying on memory or imagination
C. Analyzing your audience early in the planning process before determining the goal of your message
D. Presenting information that you think could run the risk of evoking a negative response at the beginning of your message
E. Ensuring that your business goals and writing goals are disparate and do not influence each other
Q:
Explain which stage or stages of the writing process the design of the document should be considered.
Q:
When using the direct order plan to organize your information in a message, you should _____.
A. present information that readers consider routine in the beginning
B. present information that readers consider positive at the end
C. present information that readers consider neutral at the end
D. avoid beginning your message by stating your objective
E. avoid delivering good news at the beginning of the message
Q:
Nicole has finished designing a website for the travel company where she works. She now needs to test its usability. According to usability consultant, Jakob Nielsen, which of the following steps should Nicole most likely take?
A. Take note of what users feel they can do on the site.
B. Observe and examine people using the site.
C. Interact informally with people to know their preferences.
D. Use a questionnaire to track people's opinions.
E. Get an expert to run through the website.
Q:
Which of the following constitutes formal research in the context of gathering information for a message?
A. Finding past correspondence
B. Conducting a survey
C. Reviewing sales records
D. Consulting with employees
E. Reviewing product descriptions
Q:
In the context of planning a message, once the goal of a communication is set, the immediate next step is to _____.
A. choose a format for writing the message
B. proofread the message
C. choose a channel for communicating the message
D. gather and collect information
E. analyze the audience
Q:
When designing a website, it is a good design strategy to:
A. use a constant font size and design throughout the document.
B. ensure that links do not change color when they are visited.
C. use large blocks of text and as much animation as possible.
D. use a black, dark grey, or dark blue background for visual variety.
E. provide visual variety through bullets and indentations.
Q:
Johanna recently created a web page for the project, "Protection of Orangutans" which gained immense popularity among animal and nature lovers. Which of the following design principles would have helped Johanna's web page gain popularity?
A. Using automatic instead of manual display of animation to entertain the audience
B. Offering forest music at the site without an Off button for the audience's convenience
C. Preventing surfers from knowing who sponsored each page to avoid creating bias
D. Using small graphics so that the text can be viewed while the graphics are loading
E. Avoiding placing links to the home page since it takes attention away from other pages
Q:
As director of the human resources department, Alex has to write an email to the employees requesting them to volunteer at the company's annual United Way fund raiser. After determining the purpose of his message, which of the following steps should Alex take next in planning his message?
A. Alex should analyze and organize the information.
B. Alex should analyze his audience.
C. Alex should choose an appropriate channel.
D. Alex should gather information.
E. Alex should choose a document format.
Q:
Alyssa designed a web page. In order to make it usable by people with vision impairments, she placed navigational links, a search box, and a link to a text-only version of the site in the upper left-hand corner. She also arranged the navigational links alphabetically and provided alternative text for all images and animations. She used a light background color for the site, three different fonts, and also used phrases like "Click here" for hyperlinks. When people with vision impairments used this website, there was a common problem faced by them. Which of the following is most likely the cause of the problem faced by these users?
A. Use of three different fonts
B. Use of phrases like "Click here" for hypertext links
C. Placement of the search box in the upper left-hard corner
D. Placement of navigational links in the upper left-hand corner
E. Placement of the text-only version in the upper left-hand corner
Q:
Which of the following statements is true about the planning stage of the writing process?
A. The planning stage is the last stage in the writing process.
B. A business writer should spend more time on drafting and skip the planning stage.
C. The planning stage is independent of the drafting stage.
D. This stage involves the convergence of a writer's business goals with his writing goals.
E. A business writer should spend more time on planning and skip revising.
Q:
James is a student with visual impairment who regularly accesses her university website. Which of the following steps should the designer of this website undertake to make it useful for viewers with visual impairment like James?
A. Provide navigation bars vertically on the top of the screen
B. Provide alternative text or "ALT tag" for all applets
C. Label hypertext links "Click here" so that users can navigate easily
D. Provide links that do not change color when visited
E. Place an Off button if a document has music or sound effects
Q:
Regarding the writing process, which of the following steps is typically included as part of the planning process?
A. Revising your content
B. Determining your goals
C. Editing your language
D. Proofreading your documents
E. Getting feedback from others
Q:
Lucas designed a web page with large blocks of text, small graphics, minimum animation, and a light background. He had also included links that change color when visited and a page overview. When he presented the web page to his clients, they found a major problem in the web page. Which of the following is most likely the problem with Lucas's web page?
A. Large blocks of text
B. Lack of animation
C. Light background color
D. Small graphics instead of large ones
E. The page overview which takes space
Q:
The first step in the process of writing is _____.
A. planning
B. drafting
C. editing
D. revising
E. proofreading