Indicate whether the statement is true or false. 1. Our culture molds the way we think, behave, and communicate. a. True b. False 2. Microblogging consists of short messages exchanged on social media sites. a. True b. False 3. One question you should ask yourself when you collect research is What does the receiver need to know about this topic? a. True b. False 4. Many companies have modeled their internal social networks after Facebook. a. True b. False 5. Following a systematic plan when preparing any document or presentation will make your job easier. a. True b. False 6. The active voice is generally preferred in business writing. a. True b. False 7. When writing a business message, you should always write it from your perspective. a. True b. False 8. Employers want employees who can write messages appropriately they also want employees who can speak effectively with others is an example of a well-written sentence. a. True b. False 9. When texting or instant messaging on the job, don't worry about your grammar and spelling because your goal is to send quick, short messages. a. True b. False 10. Paraphrasing a sender's message is an effective tool to promote understanding. a. True b. False

Copyright Cengage Learning. Powered by Cognero. Page 2 11. Letters are the preferred channel of communication for delivering messages inside an organization. a. True b. False 12. The following sentence represents an audience focus: Our product guarantee becomes effective after we receive full payment. a. True b. False 13. Individuals can be sued for negative comments made online. a. True b. False 14. A personally written message will have more impact on your reader than a ready-made card. a. True b. False 15. Never specify the age of a person in business messages. a. True b. False 16. All companies have embraced social networking. a. True b. False 17. Conciseness is critical when microblogging. a. True b. False 18. You should never send a goodwill message via e-mail. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 19. The manager noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. The manager should a. tell Stephen that he should behave more professionally. b. respond to the verbal message only and thank him for working late. c. politely seek additional information by saying, I'm not sure that you really want to stay late. Do you have somewhere you need to be? d. fire Stephen for insubordination.

Copyright Cengage Learning. Powered by Cognero. Page 3 20. Peter must inform his employees that his company will need to let go of employees. Which word would be best for Peter to use when conveying this idea to his employees? a. Layoff b. Streamlining c. Paradigm shift d. Rightsizing 21. A supporting sentence a. must relate to the topic sentence. b. reveals the main idea of a paragraph. c. is usually the first sentence of a paragraph. d. is usually the last sentence of a paragraph. 22. Which of the following about writing and revising business documents is most accurate? a. Rarely is the first version satisfactory, but usually the second version is excellent. b. Experts say only amateurs expect writing perfection on the first try. c. Revision is not necessary for informal documents such as internal memos or e-mail messages. d. The real work of revision should happen in the writing stage as you select words and form sentences. 23. The indirect strategy is most appropriate for what kind of messages? a. Bad-news messages b. Sensitive messages c. Persuasive messages d. The indirect strategy is appropriate for all answer choices. 24. Most workplace messages should be organized a. indirectly. b. chronologically. c. directly. d. topically. 25. Empty space on a page a. should be avoided on any business document. b. can be achieved by creating paragraphs of ten or more printed lines. c. makes it appear as if the writer has nothing to say. d. is called white space. 26. Which of the following statements about communication in today's workplace is most accurate? a. Despite the increased use of social media networks, companies are reluctant to use social media sites such as Facebook and Twitter to conduct business. b. Individuals are using more mobile electronic devices to communicate with others. c. Because individuals are more dispersed, messages are longer and less frequent. d. Because of social media networks, today's communication includes more one-on-one conversations.

Copyright Cengage Learning. Powered by Cognero. Page 4 27. Companies use blogs for all of the following reasons except a. communicating internally with employees. b. conducting job interviews. c. recruiting. d. researching target markets and products. 28. One important guideline when preparing instructions is to a. follow an indirect approach to soften the impact of the demand for compliance. b. begin with an admonition or warning of the punishment for failure to comply fully with directions as written. c. put all steps of the instructions in one paragraph. d. divide the process into logical steps and present them in the correct order. 29. What is a run-on sentence? a. Two independent clauses run together without punctuation or a conjunction b. Two independent clauses joined by a comma without a conjunction c. A broken-off part of a sentence d. An independent clause containing two dependent clauses 30. The body of a routine request message presents a. details explaining the request. b. action responses from the receiver. c. deadlines and approvals from governmental agencies. d. cost-to-benefit ratio analyses. 31. Which sentence avoids redundant expressions? a. It is absolutely essential that our accounting records are accurate. b. Let's not repeat our competitor's mistakes. c. Please refer back to the June financial statements. d. I want to thank each and every stockholder. 32. Which of the following is not a physical barrier for listening? a. Hearing disabilities b. Poor acoustics c. Noisy surroundings d. Personal values 33. Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye contact with her interviewer to show respect. b. Slump down in her chair to show that she's relaxed. c. Wear professional business attire. d. Ask the interviewer to lunch. 34. When granting a customer's claim, a business communicator should include an opening in an adjustment message that a. summarizes the reader's claim and request. b. presents the good news immediately. c. explains and clarifies the company's position.

Copyright Cengage Learning. Powered by Cognero. Page 5 d. builds goodwill. 35. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen without interrupting, and a. follow up important messages in writing. b. avoid smiling, which might make you appear to lack seriousness. c. use words that will impress the listener. d. assume that the listener understands if he or she nods and smiles in agreement. 36. Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing? a. Language problem barrier b. Psychological barrier c. Physical barrier d. Nonverbal distraction barrier 37. Which of the following tips should you follow to improve your nonverbal communication skills? a. Focus only on the sender's words when you are engaged in conversation. b. Proofread all correspondence you send. c. Avoid individuals from other cultures so that you don't start using nonverbal behaviors displayed in other cultures. d. Avoid asking the speaker questions when his or her nonverbal and verbal messages contradict. 38. Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is a. transmission. b. information. c. meaning. d. individual. 39. Which of the following sentences contains the best use of vivid adjectives without overkill? a. The resort offered luxurious suites with Jacuzzi tubs and saunas. b. The all-inclusive, top-notch resort offered luxurious, totally marvelous suites with incredible extras. c. The resort had nice rooms. d. All sentences use vivid adjectives effectively. 40. Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response? a. Thanks, but I really did not deserve this promotion. b. So many people were so much more deserving of this promotion than I was. c. Your words about my promotion are much too kind! d. Thanks for your kind words regarding my promotion. 41. A wiki a. consists of short audio and video files that deliver repetitive information and that can be downloaded and played on numerous devices. b. is a website with journal entries on a variety of topics.

Copyright Cengage Learning. Powered by Cognero. Page 6 c. is a Web-based tool that uses collaborative software to allow multiple users to create, access, and modify documents. d. is a brief message exchanged in real time using a short message service supplied by a cell phone provider or a voice over Internet protocol service. 42. Podcasts and wikis are part of the new user-centered virtual environment called a. the Total Network. b. Web 2.0. c. cloud computing. d. VPN. 43. How many ideas should be developed in a paragraph? a. Two b. Three to five c. One d. As many as needed to convey effective meaning 44. The biggest advantage of business blogs is that they a. have the potential to reach a vast, far-flung audience. b. are the primary method of internal business communications. c. provide anytime access to digital audio and video files containing corporate training, marketing, and informational messages. d. can safeguard against hackers and rival companies. 45. Which of the following sentences best focuses on the audience? a. We are very pleased to have you as our newest customer. b. You can help us by sending us your payment immediately. c. Register now to lock in your preferred travel dates. d. All sentences are focused on the audience rather than the sender. 46. A listener who nods her head and maintains eye contact with a speaker is probably a. listening actively to what the speaker is saying. b. not understanding what the speaker is saying. c. faking attention while she listens to music on her MP3 player. d. formulating her response to a point with which she disagrees. 47. Adaptation is the process of a. creating a message that suits the audience. b. impressing your audience with high-level diction and long sentences. c. sending feedback to the sender of a message. d. proofreading and editing a written message. 48. Concise writing a. should be used only in informal business documents such as e-mail messages. b. is easier to read and comprehend. c. is necessary for only formal business documents such as a proposal to a customer. d. should be avoided because it can come across as being abrupt and rude.

Copyright Cengage Learning. Powered by Cognero. Page 7 49. Podcasts are used by a. news organizations and media outlets. b. educational institutions. c. businesses. d. News organizations and media outlets, educational institutions, and businesses all use podcasts to deliver information. 50. What is the best advice for writing goodwill messages? a. Focus the message solely on the sender. b. Make a good impression by giving a ready-made card instead of writing your own message. c. Send a goodwill message promptly. d. Send a goodwill message to show appreciation for only a gift or monetary award.