BAM 312 Business Communications Text: Business Communication Today  

BAM 312 Business Communications Text: Business Communication Today   Multiple Choice Questions(Enter your answers on the enclosed answer sheet) 1) Stakeholders affected by the quality of business communication include: A) customers. B) employees. C) suppliers. D) All of the above. 2) The concept of ________ refers to the ability to relate to the needs of others, which is a vital characteristic of successful managers and leaders. A) interpersonal adaptability B) relational franchising C) emotional intelligence D) macro-generational empathy 3) The voice technology known as ________ converts human speech to computer commands. A) speech synthesis B) digital vocalics C) vocal mnemonics D) speech recognition 4) By providing ________, such as facility maps and property information, mobile technology can allow users to experience more of their environment and access information instantly. A) digital domiciles B) location-aware content C) social-media catalogues D) multimedia relationships 5) ________ are the accepted principles of conduct that govern behavior within a society. A) Ethics B) Expectations C) Choices D) Customs 6) A ________ usually has a long life span and typically deals with regularly recurring tasks. A) task force B) work group C) committee D) problem-solving team 7) “Virtual offices” that give everyone on a team access to the same set of resources and information are called: A) instant messaging software. B) videoconferencing systems. C) shared workspaces. D) None of the above. 8) For a formal meeting, appoint one person to record a ________ to summarize the important highlights of the meeting. A) detailed meeting agenda B) set of meeting minutes C) pro-forma meeting matrix D) list of personal impressions 9) The goal of ________ is to understand and evaluate a speaker’s message based on elements such as logic, evidence, and validity, as well as the speaker’s intentions and motives. A) cerebral listening B) content listening C) critical listening D) covert listening 10) A new coworker from Russia asks you about North American greeting customs. You explain that in most business contexts: A) women are not expected to shake hands. B) it is not necessary to stand up before shaking hands if you are already seated. C) shaking hands is an outdated custom in North America. D) a firm handshake is expected when two people meet. 11) “All the characteristics and experiences that define each of us as individuals” is the definition of: A) ethnicity. B) diversity. C) culture. D) None of the above. 12) All of the following except ________ can help you to overcome ethnocentrism and stereotyping. A) adopting preconceptions B) avoiding assumptions C) accepting differences D) avoiding judgments 13) Compared to low-context cultures, high-context cultures tend to take a(n) ________ approach regarding the meaning of business contracts. A) equally flexible B) more literal C) more flexible D) None of the above. 14) Business communicators can improve their cultural competency by: A) becoming aware of their own biases. B) exercising tolerance, flexibility, and respect. C) practicing patience and maintaining a sense of humor. D) All of the above. 15) When writing to audiences whose first language is not English, using humor is generally: A) a bad idea, since jokes usually depend on culture-specific information. B) an excellent way to establish a positive relationship. C) acceptable, but only in high-context cultures. D) acceptable, but only in low-context cultures. 16) In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message. A) 10 percent B) 20 percent C) 25 percent D) 15 percent 17) Forecasting your audience’s reaction to your message is: A) impossible — there’s no way to know what it will be. B) vital, because potential audience reaction affects message organization. C) helpful only for internal communication. D) helpful only for external communication. 18) Phone calls are: A) incapable of conveying nonverbal signals. B) only acceptable for external communication. C) capable of offering the give-and-take of in-person conversations. D) no longer practical due to IM and texting. 19) If your audience will be skeptical of or resistant to your message: A) state your main idea and then present your evidence. B) start with the evidence and build your case before presenting your main idea. C) start by asking rhetorical questions to arouse the audience’s interest in your message. D) open your message with a humorous anecdote to establish rapport with the audience. 20) All of the following except ________ pertain to the scope of a business message. A) the range of information that is presented B) the sequence in which the information is presented C) the overall length of the message D) the level of detail presented in the message 21) Select the sentence with the best “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 your application is complete, you should receive a response within two weeks. 22) 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?” 23) 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. 24) Which of the following is a compound sentence? A) Interest rates are low, and now is an excellent time to buy a home. B) Because interest rates are low, now is an excellent time to buy a home. C) Low interest rates make this an excellent time to buy a home. D) With interest rates low, now is an excellent time to buy a home. 25) If a writer focuses on the similarities and differences of a topic to compose a paragraph, then he or she is using the ________ approach. A) connotative and denotative B) problem and solution C) comparison or contrast D) cause and effect 26) Most business documents score in the _________ range on the Flesch-Kincaid Grade Level. A) 1 – 4 B) 5 – 6 C) 8 – 11 D) 12 – 14 27) What is wrong with the following sentence? “To waste time and missing deadlines are bad habits.” A) Similar ideas are not parallel. B) It contains a dangling modifier. C) It contains a split infinitive. D) Nothing — it is grammatically correct as written. 28) The term “type style” refers to: A) the space around text and between text columns. B) any modification that lends contrast or emphasis to type. C) a combination of text, graphics, photographs, audio, video, and interactivity. D) the letters, numbers, and other text characters in a message. 29) ________ such as Times New Roman and Garamond have small crosslines at the ends of each letter stroke. A) Specialty typefaces B) Serif typefaces C) Rococo typefaces D) Sans serif typefaces 30) In order to do an effective job at proofreading a document: A) scan each page as quickly as you can. B) go through the document several times. C) avoid using a systematic approach. D) stop the process after you’ve run the spell-checker. 31) Using “teasers” in electronic media as a way to pull readers or listeners into a story or other document is: A) unethical and should always be avoided. B) appropriate only when large purchases are not involved. C) acceptable, as long as the payoff is valuable and legitimate. D) never appropriate for microblogging sites. 32) A ________ is the online equivalent of recorded radio or video broadcasts. A) podcast B) digital portfolio C) videogram D) virtual timeline 33) When you’re writing email messages in the workplace, remember that business emails: A) require a higher level of quality than personal emails. B) should never be shorter than one screen. C) aren’t constrained by the rules of grammar, punctuation, and syntax. D) are the best medium for internal messages, regardless of their content. 34) In order to use instant messaging (IM) productively in the workplace: A) maintain your IM presence 24-7. B) don’t worry about IM etiquette during short exchanges. C) treat IM as a professional communication medium. D) use IM to send confidential, complex, and personal messages. 35) The term ________ signifies a plan that reveals how a website’s content is organized and shows the navigational linkages that let users map individual pathways through the site. A) web-path interchange B) virtual superstructure C) information architecture D) media scaffolding 36) Best practices for communicating via social media include all of the following except: A) thinking before you post. B) getting involved and staying involved. C) writing informally, but not carelessly. D) using a “hard sell” to promote goods and services. 37) Companies can use a research technique called ________ to track social networks and other media to take the pulse of public opinion and identify opinion makers. A) cold calling B) sentiment analysis C) brand socialization D) location-based networking 38) YouTube, Wikipedia, and Twitter are popular examples of: A) general-purpose social networks. B) user-generated content sites. C) community macromedia outlets. D) private-label social networks. 39) Basically, a ________ is the social media interface between a company and its external stakeholders. A) media maven B) community manager C) social media networker D) computer marketing manager 40) If you do not have a constant supply of new information to post on a business blog: A) your audience will appreciate not having to process information that changes constantly. B) repost old material so your audience will not lose interest. C) you should create a traditional website instead. D) keep readers interested by adding daily comments on current events. 41) Examples of ethical lapses to avoid in business visuals include all of the following except: A) including photos that play on racial or gender stereotypes. B) expanding the detail of a graphic in order to make it more readable. C) altering photos or graphs to hide information that could make you look bad. D) distorting the axes on a line chart to make sales look like they have increased significantly over previous years. 42) When you need to show processes, transformations, and other activities, the most effective visual choice would be: A) infographics. B) flowcharts and diagrams. C) animations and videos. D) data visualizations. 43) A ________ is a type of chart that uses symbols instead of words or numbers to portray data. A) pixel track B) bubble matrix C) pictogram D) symbiosis 44) In computer graphics, a template: A) is a tool for creating curves and geometric shapes. B) helps ensure an effective design, saves time, and makes decision making easier. C) is any kind of chart generated by a spreadsheet or illustration program. D) is a tool for creating classic architectural views. 45) The term ________ refers to secondary video clips and still images that can add visual interest to or improve the flow of a business video. A) B-roll material B) A-list material C) shot-list material D) back-up material 46) In the closing section of a routine request, ________ would be out of place. A) asking a series of questions B) requesting some specific action C) expressing your goodwill and appreciation D) providing your contact information 47) A claim is ________; an adjustment is ________. A) a goodwill message; a means to an end B) an emotional reaction; a calculated response C) a formal complaint; a settlement of a claim D) an informal complaint; an emotional reaction 48) In a positive message, you should explain your point completely in the: A) introduction. B) body. C) close. D) None — all parts are usually the same length. 49) When answering requests and a potential sale is involved, one important goal is to: A) leave your audience with a good impression of you and your firm. B) provide negative information about any possible competitors. C) use hard sell techniques to pressure the reader into making the purchase. D) None of the above. 50) Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages. A) salutary B) recognition C) goodwill D) congratulatory 51) When you’re writing a negative message, use ________ to take some of the sting out of the bad news and to help your reader accept the message and move forward. A) facts and figures B) clarity and sensitivity C) subtlety and innuendo D) blame and leverage 52) Instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader. A) humorous anecdote B) buffer statement C) diversionary tactic D) heartwarming story 53) Consider the following statement: “Our profits, which have been disappointing, are only part of the total picture.” This statement uses a ________ to deliver negative news. A) mixed metaphor B) parenthetical expression C) deflective reference D) contingent modifier 54) Whether or not you should apologize when delivering bad news about transactions depends mainly on: A) how much the customer has purchased from your company in the past. B) the medium you are using for the message. C) how long it has been since the problem occurred. D) None of the above. 55) When writing an employment termination letter, you should: A) include words that are open to interpretation, such as difficult and untidy. B) clearly present the reasons for the action. C) not get too caught up in trying to preserve a good relationship with the employee. D) make clear to the employee that you have carefully researched relevant employment laws. 56) Personality, lifestyle, and attitudes are assessed through: A) demographic surveys. B) psychographic studies. C) inkblot tests. D) examinations of census data. 57) With regards to persuasive messages in social media, the AIDA approach is limited because it: A) cultivates long-term relationships. B) focuses on one-time events. C) lacks persuasive elements. D) uses a multidirectional, conversational approach. 58) An analogy lets you: A) reason from one specific piece of evidence to another specific piece of evidence. B) reason from one specific piece of evidence to a general conclusion. C) reason from a generalization to a specific conclusion. D) All of the above. 59) Whereas ________ focus on what the product does, ________ focus on what the user experiences or gains. A) wants; needs B) selling points; benefits C) benefits; selling points D) actionable features; desirable benefits 60) An ethical persuasive argument: A) is a contradiction in terms. B) focuses on how the audience’s actions will benefit the sender. C) includes any evidence the sender can come up with, whether or not it’s relevant. D) focuses on being both truthful and non-deceptive. 61) A ________ defines the problem or purpose of your research. A) plan of action B) mission statement C) problem statement D) statement of intention 62) Which of the following is NOT a characteristic of online databases? A) They often categorize information by subject area. B) They offer access to many materials that are not accessible through standard search engines. C) Using them requires knowledge of basic search techniques. D) Most of them are available free of charge. 63) The answers you receive from a person you’re interviewing will be influenced by: A) the types of questions you ask. B) the way you ask your questions. C) his or her cultural and language background. D) All of the above. 64) When conducting an interview, use ________ questions to encourage the person you’re interviewing to offer an opinion and not just a yes-or-no answer. A) truncated B) closed-ended C) insightful D) open-ended 65) The recommendations you make in a report should: A) interpret the results of your research. B) not be limited by the report’s conclusion. C) tell audience members what they want to hear. D) adequately describe the steps that come next. 66) When you’re preparing a formal work plan, include a ________ to clarify the problem you face and a ________ to describe what you plan to accomplish. A) statistical analysis; hypothesis B) problem statement; purpose statement C) yardstick; problem statement D) descriptive standard; goal analysis 67) A contractor submitting a weekly report on work done to date would be providing the client with: A) a progress report. B) a compliance report. C) a justification report. D) a periodic operating report. 68) A formal work plan includes all of the following except: A) a statement of the problem or opportunity addressed in your report. B) plans for what will happen if funds for the project are cancelled. C) plans for following up after delivering the report. D) a statement of the purpose and scope of your investigation. 69) Analytical reports for skeptical audiences should generally follow the ________ approach. A) direct B) indirect C) hypothetical D) aggressive 70) If you’re writing an unsolicited proposal, you may have to: A) convince readers that a problem exists that must be addressed. B) analyze the client’s business in light of the competition. C) use a style approved by the American Association of Business Writers. D) enumerate the client’s options regarding such business decisions as product-line expansion. 71) If you’re writing a formal business report, you should: A) use the impersonal journalism style. B) rely on first- and second-person pronouns. C) focus on similes, metaphors, and colorful language. D) use contractions to engage your audience. 72) ________ come after a body of material in a report, and they summarize the information included in that material. A) Extension sections B) Review sections C) Transposition sections D) Preview sections 73) The ________ is NOT included in the prefatory parts of a formal report. A) cover B) letter of authorization C) introduction D) table of contents 74) Which one of the following is NOT an element of a work plan in the body of an unsolicited proposal? A) an explanation of the steps you’ll take, their timing, and the methods or resources you’ll use B) persuasive material to convince readers that a problem or an opportunity exists C) information about when work will start, how it will be monitored, and when it will end D) a description of how you’ll accomplish what must be done 75) An executive summary: A) is shorter than a synopsis. B) presents a fully developed “mini” version of the report. C) provides additional information (not covered in the report) that executives will need. D) is unnecessary if the report is not intended for executives. 76) In an unsolicited proposal, the letter of transmittal should follow the pattern for: A) informative messages. B) educational messages. C) persuasive messages. D) collaborative messages. 77) If you need to design a venue for delivering a presentation to a large audience, ________ will usually be the best seating arrangement. A) café style seating B) conference table seating C) classroom or theater seating D) horseshoe or “U” shaped seating 18 78) All of the following except ________ are best practices that you can use to deliver an effective presentation to an international audience. A) using slang and cultural idioms B) articulating words carefully and pausing frequently C) avoiding abbreviations, acronyms, and metaphors D) using clear, simple visuals to support your talk 79) When organizing a speech, use the indirect approach if your purpose is to ________ and the audience is ________. A) entertain; resistant B) motivate; receptive C) persuade; resistant D) inform; receptive 80) If there is a lack of consensus among the audience at the end of your presentation, you should: A) gloss over it as quickly as possible. B) make the disagreement clear and be ready to suggest a method for resolving the diferences. C) identify the individuals causing the disagreement and ask them pointed questions. D) do all of the above. 81) The backchannel can present challenges for business presenters because: A) listeners can build support for your message. B) audience members who disagree with you can have more leverage. C) you can get feedback during and after the presentation. D) supporters can spread your message to a larger audience in a matter of seconds. 82) All of the following except ________ can help you convert presentation anxiety into positive energy. A) knowing your subject matter B) concentrating on your message and your audience C) focusing on delivering a perfect presentation D) making eye contact with friendly audience members 83) The purpose of visuals is to ________ during a presentation. A) replace your spoken message B) support and clarify what you have to say C) distract and entertain the audience D) provide decorative embellishments 84) ________ is the biggest potential disadvantage of using Keynote or PowerPoint to design presentation slides. A) The steep learning curve B) The linear nature of the presentation C) The difficulty of incorporating slides into online meetings and webcasts D) The challenge of locating desktop and laptop versions of the software 85) In a presentation designed to reassure your audience after layoffs and bad news about company profitability, the best color to use would be? A) blue. B) brown. C) red. D) any of the above. 86) To make your text slides more readable: A) limit the text on each slide to four or five lines with four or five words per line. B) use complete sentences with capitals and punctuation rather than short bulleted phrases. C) use the passive voice. D) do all of the above. 87) Which one of the following will not help you create effective charts and tables for presentation slides? A) Shortening numbers B) Increasing the details C) Adjusting the size and design D) Highlighting key points 88) As an integral part of your presentation strategy, use printed handouts to: A) rouse the audience to action. B) establish the emotional tone of your message. C) paint the big picture by connecting major ideas. D) provide supporting details for the audience to consume at their own speed. 89) The best way to become a valued network member is by: A) expecting others in your network to help you. B) emailing your résumé to everyone in your network. C) broadcasting the contact information of everyone you meet. D) none of the above. 90) ________ is the process of making informal connections with a broad sphere of mutually beneficial business contacts. A) Networking B) Canvassing C) Interviewing D) Surveying 91) The most common way to organize a résumé is: A) functionally. B) retrospectively. C) chronologically. D) organically. 92) Which of the following should be done when composing your résumé? A) use first-person pronouns B) use machine-searchable keywords C) use short, crisp phrases that start with action verbs D) write complete sentences in the passive voice 93) An effective résumé design looks: A) cute and clever. B) clean and professional. C) assignable and scalable. D) compressed and thorough. 94) If you want to post your résumé on a job website, you should: A) present your résumé in a less formal style. B) choose sites that allow all potential employers to see your contact information. C) post on as many job websites as possible to help you build your brand. D) avoid websites that don’t allow you to restrict the display of your contact information. 95) The approach you take for an application letter depends on whether: A) you’re looking for other career opportunities. B) you’re presenting your résumé in a chronological or a functional format. C) you think the salary requirements of the job are appropriate. D) you’re applying for an identified job opening or whether you’re prospecting. 96) In the middle section of a job application letter: A) present your strongest selling points in terms of their potential benefit to the organization. B) include your entire work history, in case the employer doesn’t have time to review your résumé. C) address your shortcomings but stress that you’re willing to learn. D) ask for an interview and include your contact information. 97) In the second stage of interviews, your best approach is to: A) stick to brief yes and no answers to the interview questions. B) relate your training and experience to the organization’s needs. C) inquire about salary and benefits. D) do all the above. 98) Many interviewers begin making a decision about the applicant: A) within the first 20 seconds of the interview. B) during the question-and-answer stage. C) during the final minutes of the interview. D) after the candidate has left. 99) If your interviewer asks you a potentially unlawful question: A) you are required by law to end the interview and report it to the Equal Employment Opportunity Commission. B) it is often a sign that the interview is going well. C) you may choose to answer or not to answer. D) you should ignore it unless it happens more than once. 100)Consider sending ________ if you haven’t heard from an employer after an interview either by the promised date or within two weeks. A) a message of inquiry B) the URL to your personal blog C) an invitation to like your Facebook page D) a request for a time extension