Questions and Answers of Excellence In Business Communication

A/an __________ is a brief message that intentionally withholds key pieces of information as a way to pull readers or listeners into a story or another document.
Which of the following is the best advice for using emojis in business communication?a. They should always be avoided.b. They are nearly universally accepted, so they can be used without
People who consume small chunks of information in rapid succession, often from multiple sources and in multiple media formats, are engaging in __________.a. meme creationb. content curationc. content
Which of these social media platforms has the most formal expectations regarding communication style?a. LinkedInb. TikTokc. Twitterd. Facebook
Which of these is not identified in the chapter as one of the communication strategies for business social networking?a. Curating and sharing content from other partiesb. Developing and sharing
Which of the following is the best description of effective headlines for social media content?a. Concise, specific, and informativeb. Provocative and controversialc. Quirky and fun, with lots of
Which of the following best describes email in the current business communication environment?a. Nearly all companies are banning it because of overuse and security issues.b. It’s an outdated
Which of the following is the most effective email subject line?a. Production line: wiring issuesb. Proposal to eliminate wiring errors in productionc. Wiring errors on the production line MUST STOP
Which of the following is true about business messaging systems?a. They support conversational communication better than any other digital format.b. They are limited to text messaging and online
Which of these is not one of the types of business messaging identified in the chapter?a. Direct messaging or private messagingb. Workgroup messagingc. Text messagingd. Customer support forums
Which of the following is the best approach to tone and formality when using internal messaging systems?a. Regardless of the situation, mimic the tone and formality used by the most senior managers
Which of these is a unique advantage of blogging?a. The conversational, community-building functions of social networkingb. Combining the conversational, community-building functions of social
Which of the following best characterizes the length restrictions on Twitter and other microblogging platforms?a. They require a different approach to writing, but audiences appreciate the efficiency
Twitter users can curate content for the followers by __________ material from other Twitter accounts.
Which of the following best characterizes podcasting’s use in contemporary business communication?a. Even though podcasting’s popularity has taken off among the general public, few businesses
Why are previews, transitions, and reviews so important in podcasts?a. They provide a recurring opportunity to reinforce brand messages.b. They help podcasters make episodes as short as possible.c.
What are the risks of using emojis in business communication?
How do effective email subject lines reflect the “you” attitude?
Media Skills: Messaging; Creating a Businesslike Tone Review the following messaging exchange, explain how the customer service agent could have handled the situation more effectively, and revise the
Media Skills: Blogging, Creating a Businesslike Tone Read the following blog post from an internal company blog, (a) analyze the strengths and weaknesses of each sentence, and (b) revise it so that
Media Skills: Social Networking, Team SkillsWith a team assigned by your instructor, choose a company that looks interesting to you and evaluate 10 of its social media posts on Facebook, Twitter, and
Media Skills: Social Networking Joining an ongoing social media conversation, such as a comment thread on Facebook, requires a delicate touch if you work for a company that has a commercial interest
Media Skills: Social Networking Pick a company in any industry that interests you. Imagine you are doing strategic planning for this firm, and identify one of your company’s key competitors. Now
Media Skills: Writing Email Subject LinesUsing your imagination to make up whatever details you need, revise the following email subject lines to make them more effective:a. New budget figuresb.
Media Skills: Email The following email message contains numerous errors related to what you’ve learned about planning and writing business messages.SUBJECT: Compliance with new break procedure
Media Skills: Messaging Assume you need to share news about a schedule slip on a customer project you are managing. You had originally promised it would be finished by June 1, but you now believe it
Media Skills: Blogging From what you’ve learned about planning and writing business messages, you should be able to identify numerous errors made by the writer of the following blog post. Make a
Media Skills: Microblogging Busy knitters can go through a lot of yarn in a hurry, so most keep a sharp eye out for yarn sales. You’re on the marketing staff of Knitting-Warehouse, and you like to
Turn to the Handbook of Grammar, Mechanics, and Usage at the end of this book and review all of Sentences. Using those guidelines, indicate the preferred sentence in the following pairs. (You can
Each of the following sentences contains at least one error in grammar, capitalization, punctuation, abbreviation, number style, word division, or vocabulary. Rewrite each sentence, correcting all
The following paragraphs contain a variety of errors, potentially involving grammar, capitalization, punctuation, abbreviation, number style, word division, or vocabulary. Identify them using
Which of these is listed in the chapter as an important point about the opening of routine requests?a. If a request is truly routine, don’t worry about tone—just get to the point.b. Show respect
What’s the best way to make an unusual or complex request?a. Open with an apology for the burden you are placing on the receiver.b. Save the toughest part of the request for the end of the
Which of these is not mentioned in the chapter as an element to include in the close of a routine request?a. An expression of appreciation or goodwillb. Deadlines and other important information that
Which of the following is not listed in the chapter as a reason why you might not receive a positive response to a request for a recommendation or reference?a. The person probably recognizes that job
If you are requesting an adjustment from a company but you’re not sure what the best solution would be, which of the following tactics would be best?a. Ask the company to assess the situation and
Including a few words of “socializing” at the beginning of a routine message isa. usually a waste of the reader’s time.b. a good way to foster a positive working relationship.c. a sign of
Information included to assure customers of the wisdom of their purchase selections is known asa. cross-selling tactics.b. resale information.c. upselling strategy.d. positive reinforcement.
Which of the following is not among the recommended elements to include in your message if you are responding to a claim or complaint?a. An acknowledgment that you received the customer’s claim or
If a customer who is clearly at fault requests an adjustment and your company doesn’t have a clear policy for this situation, you shoulda. ignore the request; the customer is clearly wasting your
Which of these is the most important consideration when writing a letter of recommendation?a. Protect your own reputation, even if that means writing a negative letter.b. Make sure you understand
What is the first step to take when writing instructions?a. Write a helpful glossary of every technical term that is related to this subject.b. Create all the technical diagrams you’ll need to
A __________ is a statement that can be shared on Twitter by clicking or tapping a single button.
Which of these is the best way to achieve the appropriate tone in a condolence message?a. Keep it short, simple, and sincere.b. Include several time-tested phrases such as “Life is for the
A negative message using the __________ __________ opens with the bad news and then proceeds to the reasons for the situation or decision.
A negative message using the __________ __________ opens with a buffer and then builds up the reasons behind the bad news before presenting the bad news itself.
Which of the following is an effective way to maintain the“you” attitude when crafting negative messages?a. Make sure readers clearly understand that they are at fault; after all, recognizing a
An advantage of using the direct approach with negative messages is that ita. saves readers time by helping them reach the main idea more quickly.b. eases readers into the message with a buffer.c.
Which of the following is an advantage of using the indirect approach with negative messages?a. Most readers prefer the direct approach for such messages.b. It makes a shorter message possible.c. It
What are the risks of using the indirect approach?a. It is always disrespectful and sometimes unethical.b. If handled poorly, it can be disrespectful and even unethical.c. It is no longer acceptable
Which of the following is a good possibility to consider when writing a buffer?a. Look for subtle opportunities to promote your company and its products.b. Assure the reader that your company always
__________ is expressing ethical concerns internally through company ethics hotlines or externally if employees perceive no other options.
Which of the following is most characteristic of organizational cultures that emphasize open communication?a. Managers are willing to listen to bad news from employees, but they understand if
Which of the following is not a normal goal when sending bad-news messages about transactions?a. Modifying the customer’s expectationsb. Explaining how you plan to resolve the situationc.
Which of the following best characterizes the nature of crisis management planning?a. Good managers should be able to anticipate the specific crisis scenarios their companies might encounter and
Widespread use of social media makes ita. easier to control rumors through internet filters and other means.b. more difficult to control rumors.c. easier to find the people who start rumors.d.
Which of these is not one of the types of persuasive appeals?a. Pathosb. Ethosc. Logosd. Bathos
Prioritizing which selling points and benefits to write about isa. a waste of time because people don’t read in sequential order.b. important because doing so lets you start with low-priority
Providing value-added information to potential customers is known as __________.
What are product champions?a. The managers and supervisors in the marketing departmentsb. Sales professionals assigned to specific product linesc. Enthusiastic fans of a company and its productsd.
Which of the following steps should you take to make sure your persuasive messages are ethical?a. Align your interests with your audience’s interests.b. Choose words that offer multiple
Trying to attract buyers by advertising a product that you don’t intend to sell and then trying to sell them another (and usually more expensive) product is known as __________ and __________
Why is it particularly important in long reports to clearlyidentify your purpose before you begin writing?a. A clear statement of purpose helps focus your efforts andminimize rework.b. A clear
Which of the following is the appropriate first step in anyresearch project?a. Evaluate secondary research to see if you can reuseanything from earlier research projects.b. Conduct a preliminary
Which of the following is true about this series of values: 14,37, 44, 44, 44, 74, 76, 88, 93, 100, and 112?a. The mean is 66.b. The mean is 44.c. The mean is 74.d. The mode is 74.
When is secondary research generally used?a. Before primary researchb. After primary researchc. At the same time as primary research
What type of question is “Why do some consumers refuse toswitch to smartphones?”a. An open-ended questionb. A values questionc. A close-ended questiond. An in-depth question
With the yardstick model of organizing an analytical report, youa. measure each alternative, given a set of options fordecision-making.b. establish a set of criteria and then compare available
Which of these is most likely to be found in the introduction of a report?a. An explanation of any limitations in the reportb. Facts, statistical evidence, and trendsc. Conclusions and
Where would you summarize a list of action items in a report?a. In the introductionb. In the bodyc. In the close
How are readers likely to react if they spot several errors in a proposal you submitted?a. They’ll become skeptical about the quality of all your work.b. They’ll forgive you and move on without
The primary purpose of the body of a proposal is toa. list a firm’s qualifications for the project in question.b. explain why the recipient needs to address a particular problem or opportunity.c.
Which of the following is a good piece of advice for wiki collaboration?a. Because so many writers can be involved in a wiki, managerial control of content and process is essential.b. Personal
Why is it important to be careful with how you aggregate data in charts and graphs?a. Aggregating data in a small number of large “buckets”can obscure fluctuations that may be meaningful to your
Why are pie charts sometimes less effective than bar charts or tables?a. Comparing percentages accurately can be diff icult with pie charts, unless every slice is labeled with a data value.b. Pie
Which of these is a good reason to use a diagram instead of a photograph?a. Diagrams are more colorful and aren’t limited to colors found in real life.b. Diagrams are more realistic than
Assume that you have a line chart with a vertical axis scaled from 0 to 100 and data points that vary within a range of roughly 10 to
How would you influence audience perceptions if you increased the vertical scale so that it stretched from 0 to 200 instead of 0 to 100?a. The scaling change would have no effect on audience
Which of the following is not one of the four major tasks involved in completing business reports?a. Revising the report’s organization, style, tone, and readabilityb. Producing the reportc.
Which of these techniques is mentioned in the chapter as a way to hold an audience’s attention during a presentation?a. Speak louder than average.b. Tell people that management expects them to pay
Which of these describes the optimum amount of text to put on presentation slides?a. As much as the speaker needs in order to remember the key points that relate to each slideb. Nonec. Between 20 and
Which of the following is good advice for preparing team presentations?a. Outline the presentation together, and then script out what you’re going to say and create all the slides together.b.
__________ of __________ is a measure of how closely new employees meet a company’s needs.
Which of the following best describes the process of networking as it applies to your career?a. Adding as many social media followers as you canb. Making informal connections with a broad sphere of
What is the purpose of a résumé?a. To provide a complete catalog of your skills and knowledgeb. To secure invitations to interviewsc. To land you a jobd. To fill in gaps and overcome weaknesses in
A __________ résumé highlights employment experience, listing jobs in reverse order from most recent to earliest.
A __________ résumé focuses on a person’s particular skills and competencies, without itemizing job history.
A __________ résumé uses elements of both the chronological and functional formats.
Which of the following is a key advantage of the chronological résumé?a. Employers prefer it because this format makes it easy for them to see your work history.b. Employers prefer it because it is
Why do many experts recommend against using a career objective as the introductory statement on your résumé?a. It focuses on what you want, not on what you can do for employers.b. Job titles change
Which of these is the best general design strategy to take with your résumé?a. Study what is currently trendy and mimic that style so employers know you are in touch with the shifting
A/an __________ __________ file of your résumé is a digital version that has the same content as a traditional résumé but has had all the formatting removed so that it can be easily emailed or
Which of these best characterizes the role LinkedIn should play in your career-management efforts?a. LinkedIn is the most important website to incorporate in your job search because many recruiters
How should you use the headline field in your LinkedIn profile?a. Update it regularly with breaking news from the business world.b. Use it to briefly express who you are or aspire to be as a
Which of these is not one of the goals of sending an application letter?a. To introduce your résuméb. To ask for a jobc. To persuade an employer to read your résuméd. To request an interview
What is a company’s primary goal during the screening stage?a. To determine which candidates meet the minimum requirements of the jobb. To decide which candidates deserve a job offerc. To test the
Which of these is a good strategy for calming your nerves before an interview?a. Review your three greatest weaknesses and remind yourself that many candidates have weaknesses.b. Remind yourself that
If you believe that you have a particular disadvantage related to some aspect of your appearance, interviewing skills, job skills, or work experience, how should you handle the situation when
Which of these is a good response to the question “So tell me about yourself”?a. Quickly summarize where you have been in your career and where you would like to go—in a way that aligns your
Which of these is the best advice for handling the warm-up stage of the interview?a. Stay on your toes, even if it seems like friendly chitchat;the interviewer is forming a vital first impression of

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