Chapter 1

Knowledge check

1. Communication barriers and ______ may cause the communication process to break down.
a. decoding

b. feedback
c. noise
d. channel direction

2.
The process of communication includes all but which of the following:
a. coding.
b. transmitting.
c. decoding.
d. feedback.

3. To better compete and to reduce expenses, businesses have been flattening management hierarchies.
This means that frontline employees will be
a. making decisions and communicating more than ever before.
b. promoted very quickly and will be giving orders.
c. working with increased budgets but reduced staffs.
d. All of these choices are correct.

4. Every country has a unique culture, common heritage, joint experience, and shared learning that
a. comes from an orderly system of government and laws.
b. shapes behavior and conditions reactions.
c. is regulated by a structured educational system.
d. results from Western values being spread throughout the world.

5. Despite attempts by employers to foster diversity, harmony and acceptance do not follow
automatically when people who are dissimilar work together.
a. True
b. False
Harmony and acceptance do not happen automatically when people who are dissimilar work
together.

6. In the communication process, feedback helps the receiver understand a message encoded by the
sender.
a. True
b. False
Correct. In the communication process, feedback helps the sender know that the message was
received and understood. Section 1-2 Understanding the Communication Process

7. Most of us possess good listening skills since we listen at 25 percent efficiency.

a. True
b. False
 Researchers suggest that we listen at only 25 to 50 percent efficiency. Such poor listening habits are
costly in business and affect professional relationships

8. Rachel is listening to an outsider who has been brought in to teach sales reps how to improve
their sales techniques. She can improve her comprehension by establishing an open mind-set,
listening for main points, taking selective notes, and
a. providing immediate feedback if she disagrees with the speaker or has an important point to add.

b. judging ideas, not appearances.

c. filling in lag time by organizing in her mind the other tasks she must perform that day.
d. asking probing questions when as she hears something she doesn't understand.

9.
Today's workers communicate less than ever before because information technology and the
Internet have greatly reduced the need for communication skills.
a. True
b. False
Workers communicate more, not less, since information technology and the Internet have
transformed the world of work in the last two decades.

10. To minimize oral miscommunication among cross-cultural audiences, businesspeople should use
simple English, check frequently for comprehension, and
a. speak louder if the listener does not seem to understand.
b. accept blame for any misunderstandings.
c. help a speaker finish sentences and fill out ideas if that person is searching for the best words.
d. avoid smiling too much because this signals understanding and agreement.

11. As a new employee, you are listening to the manager explain a new procedure for handling
customer orders. You find it difficult to focus because you disagree totally with the new plan. What
type of barrier to effective listening are you experiencing?
a. Psychological barrier
b. Physical barrier
c. Language barrier
d. Cognitive barrier

12. When verbal and nonverbal messages conflict, receivers tend to put more faith in verbal cues.
a. True
b. False
When verbal and nonverbal messages conflict, receivers put more faith in nonverbal cues

13. One cause of poor listening is that listeners can process thoughts more than three times faster
than speakers can say them.
a. True
b. False
because we can process thoughts at least three times faster than speakers can say them, we can
become bored and allow our minds to wander, making us poor listener
14. Members of low-context cultures generally value independence and self-assertion whereas
members of high-context cultures may resist independence because it fosters competition and
confrontation instead of consensus.
a. True
b. False
Members of low-context cultures, particularly Americans, tend to value individualism. Members of
high-context cultures are more collectivist; they typically resist independence because it fosters
competition and confrontation instead of consensus

15. Communication is defined as the transmission of information and meaning from one
individual or group to another.
a. True
b. False
Communication is the transmission of information and meaning from one individual or group to
another

16. Mr. Lee, who owns a mid-sized company, can capitalize on workforce diversity by understanding
the value of differences, not expecting conformity, creating zero tolerance for bias, and
a. discouraging employee feedback, which can lead to disagreements and confrontations.
b. seeking common ground in shared experiences and mutual goals.
c. hiring people who are similar to himself.
d. establishing a standard company culture that everyone follows.

17. A survey conducted by the Malaysian government in 2005 revealed that ____________ were the
main reasons for unemployment in Malaysia.
a. poor command of the English language and inadequate communication skills
b. poor command of the English language and poor dressing sense
c. lack of suitable infrastructure and poor general knowledge

18. Because people can transmit messages more rapidly, more often, and to greater numbers of
people than ever before, ______ skills are particularly important in today's workplace.
a. technology

b. management
c. writing
d. cell phone

19. When you realize that a person's nonverbal cues contradict what the person is saying, you should
a. rely on the spoken words, which will be more nearly accurate.
b. politely seek additional information.
c. avoid probing more deeply because doing so may cause awkwardness or embarrassment.
d. tell the speaker frankly that she or he is sending you mixed signals.

20. Believing in the superiority of one's own culture is known as stereotyping.

a. True
b. False
The belief in the superiority of one's own culture is known as ethnocentrism
 End-chapter quizzes
21. Your clothing, grooming, and posture send an instant ______ message about you.
a. nonverbal
b. comprehensive
c. contextual
d. fashion

22. An active listener capitalizes on "lag" time. One way to do this is to

a. focus on what the speaker is wearing and whether the attire is appropriate.

b. review the speaker's points and anticipate what's coming next.

c. mentally arrange your "to do" list so that you can use your time efficiently.
d. interrupt the speaker with questions whenever you don't understand a point.

23.
The communication process is more effective when senders discourage feedback, which may
consist of verbal and nonverbal responses from the receiver.
a. False
b. True

24. As a listener, you should NOT take notes because the note taking process interferes with your
focus on the speaker's total message.
a. False

b. True

25. Flattened management hierarchies, increased emphasis on teams, heightened global competition,
and innovative communication technologies are trends that result in less and less need for workers
to develop communication skills.
a. True
b. False

26. Clay is discussing a business deal with an Asian person. Although Clay uses simple words and
enunciates clearly, his Asian listener misunderstands what he is saying. Clay should
a. start again, speaking more slowly and loudly for better comprehension.
b. nod graciously and ask his listener to repeat as much of the conversation as possible so that Clay can help with
pronunciations and meanings.
c. accept blame for not making himself clear.
d. stop talking and engage a translator.

27. Translating a message from its symbol form into meaning involves
a. networking.
b. encoding.
c. interpreting.
d. decoding.

28. A major problem in communicating any message verbally is that words have different
meanings for different people.
a. True

b. False

29. In the changing world of work, you will find increased emphasis on work teams. This means that
you will be
 a. acting as your own boss, resulting in individual decision making with less need for communication skills.
b. working only face-to-face with team members.
c. working inside cubicles with new rules of office etiquette and expectations for civility.
d. gathering information, finding and sharing solutions, implementing decisions, and managing conflict.

30. An American businessperson who says that all Asians are good at math and computing is
illustrating an example of
a. ethnocentrism.
b. stereotyping.
c. a cultural norm.
d. tolerance.

31. It is natural for people to believe in the superiority of their own culture. This belief is called
ethnocentrism.
a. True
b. False

32. To become an effective, active listener, you should

a. stop talking.
b. establish a receptive mind-set.
c. listen for main points.
d. All of these choices are correct.
33. Organizations that encourage diverse workforces experience more discrimination lawsuits, more
union clashes, and more government regulatory action.
a. True
b. False

Organizations with diverse workforces suffer fewer discrimination lawsuits, fewer union
clashes, and less government regulatory action.

34. Neil's company prides itself on building successful international partnerships and clients. As
president, Neil encourages an attitude of tolerance, which means
a. he encourages his employees to learn about the beliefs and practices that are different from theirs.
b. he encourages his employees to practice empathy.
c. he encourages his employees to be nonjudgmental.
d. All of these choices are correct.

35. North Americans consider time a precious commodity to be conserved. This is an important
part of the cultural dimension of individualism.
a. False
b. True
Time is not part of the cultural dimension of individualism. It is part of the dimension of
time orientation

36. "Soft skills" include the ability to communicate, work well with others, solve problems, make ethical
decisions, and appreciate diversity.
a. False
b. True

37. North Americans speak at about 125 words per minute, but the human brain can process
information at least three times that fast, thus allowing listeners to become bored.
 a. False
b. True

38. In the communication process, the medium over which a message is transmitted is called the
a. channel.

b. station.
c. source.
d. network.

39.
A poll of recruiters indicated that the skills most often sought in today's workplace are
a. technology skills.
b. organizational skills.
c. oral and written communication skills.
d. leadership skills.

40. Successful communicators recognize the power of nonverbal messages.

a. True
b. False

Grammarc check
41. Frozen ________ fill the grocery's lockers at Thanksgiving.
a. turkies
b. turkeys

42. Only the ________ and the Sanchezes brought their entire families.
a. Bush's
b. Bushes

43. Both ________ instituted strict proofreading policies.

a. editors in chief
b. editor in chiefs

44. Luxury residential ________ are part of the architect's plan.

a. complexs

b. complexes

45. Voters in three ________ are likely to approve new gas taxes.
a. countys
b. counties

46. André sent digital photos of two ________ in France before we planned our trip.
a. valleys

b. vallies

47. The instructor was surprised to find two ________ in one class.
a. Cassidy's
b. Cassidys
48. My flat-screen monitor makes it difficult to distinguish between ________.
a. o's and a's
b. os and as

49. Both of her sisters-in-law were ________ with high principles.

a. woman
b. women

Chapter 2
Knowledge check
50. The writing process has three parts:
a. planning, composing, and revising.
b. designing, formatting, and proofreading.
c. planning, formatting, and typesetting.

51. Which of the following represents inclusive and correct language?

a. Each homeowner must provide his own insurance.
b. Several firemen fought the blaze and received commendations.
c. Every student should receive their grades by January 1.
d. None of these choices are correct.
Use inclusive and correct language by avoiding bias and grammatical errors

52. Business writing is

a. essentially the same as academic writing (essays and term papers).

b. harder than academic writing because business writing must be creative.

c. audience oriented, purposeful, persuasive, and economical.
d. purposeful, economical, and writer oriented.

53. Within many organizations, e-mail messages have replaced hard-copy memos because e-mail is
best for messages that require persuasion, permanence, or formality.
a. True
b. False
Within many organizations, hard-copy memos are still written, particularly for messages that require
persuasion, permanence, or formality

54. Which of the following statements employ precise and vigorous language?
a. Our team has experienced a change in profits.
b. The meeting will take place as soon as possible
c. Sales for January indicated a 10 percent plunge in profits.
d. The team manager has decided to think about the problems.

55. Adapting a message to reflect audience benefits means that you must try to show receivers how
you're going to save them frustration or help them meet their goals.
a. True
b. False
56. In adapting your message to the audience, you should include words that are familiar and
meaningful to receivers such as "remuneration" and "obfuscate."
 a. True
b. False
These words, "remuneration" and "obfuscate," are not familiar to most receivers. Choose instead
familiar words such as "pay" and "confuse."

57. To sound conversational but professional, business writers should include

a. a formal and pretentious tone.

b. personalized expressions with IM abbreviations, sentence fragments, and slang.

c. a warm, conversational tone that avoids low-level diction.
d. legal terminology, long sentences, and third-person constructions.

58.
Negative language sounds more forceful and conveys more information than positive language.
a. True
b. False
Positive language generally conveys more information than negative language does.

59. Whether your goal is to inform, persuade, or promote goodwill, the most powerful words you
can use are "I" and "we."
a. True
b. False
Whether your goal is to inform, persuade, or promote goodwill, the most powerful words you can use
are "you" and "your”

60. The job titles "letter carrier," "police officer," and "worker" represent inclusive language
because they include rather than exclude people.
a. True
b. False
These terms are non-biased and represent inclusive language. Be on the lookout to be sure that your
messages do not exclude, stereotype, or offend people

61. The first phase of the writing process involves

a. asking the right questions to profile the writer.
b. shaping the message for the primary audience.
c. analyzing the audience to determine your purpose for writing.
d. analyzing the purpose, anticipating how the audience will react, and adapting the message to the audience.

62. Which of the following best illustrates the "you" view recommended for business writers?
a. You may not return items without a cash register receipt.
b. We have selected you to join the management trainee class.
c. You have been selected to join the management trainee class.
d. We have shipped your order, and it will arrive within five days.

63. In business writing, length is more important than brevity. Longer messages are better received
than shorter ones.
a. True
b. False
64. The writing process involves three phases
a. that are roughly equal in the time devoted to each.

b. with the most time being spent on the last phase.

c. with the most time being spent on the first phase.
d. with the most time being spent on the middle phase.
Revising is a major component of the writing process. Experts recommend that you should
spend 50 percent of the time on this final phase.

65. Although most instant messages, e-mail messages, business letters, memos, and reports replace
conversation, they should not sound conversational. They should be formal and professional.
a. True
b. False
Most instant messages, e-mail messages, business letters, memos, and reports should convey an
informal, conversational tone instead of a formal, pretentious tone.

66. Weak verbs and abstract nouns give receivers more information and keep them interested.
a. True
b. False
Strong verbs and concrete nouns give receivers more information and keep them interested

67. Using plain English means that you should

a. shun pompous and pretentious language.
b. consistently use jargon to impress your readers.
c. use unfamiliar words.
d. never use big words.

68. Which of the following illustrates the most positive business writing?
a. Employees may not park in Lot A until construction is completed April 1.

b. Your order will be sent as soon as we receive your shoe size.

c. We are sorry that we must reject your application for credit at this time.
d. None of these choices represents good business writing.

End-chapter quizzes
69. The following statement is an example of disability bias: Our prospective client is confined to a
wheelchair.
a. True

b. False

70. Writers should recognize the value of the "you" view and insert this second person pronoun as
much as possible into business messages so that the focus is totally on the reader.
a. True
b. False
Although implementing the "you" view is important, the technique should not be overused.
When this pronoun is overused, readers may feel resentment at being manipulated, or
readers may feel singled out for criticism

71. Which of the following best demonstrates the "you" view?

a. We need all applications immediately if employees wish to apply for tuition reimbursement.
 b. The deadline for applying for tuition reimbursement has been extended because few employees knew about it.
c. You did not apply in time, but we are still accepting applications for the tuition reimbursement plan.
d. You can still apply to have your tuition completely reimbursed so that you can continue your learning and expand
your job skills.

72. Which of the following statements employ precise and vigorous language?
a. The research team will meet very soon.
b. The board president plans to give his views on the project.
c. Revenues for this quarter indicated a huge change in profits.
d. The meeting is scheduled for Wednesday, January 3, at 3:00 p.m.

73. Adapting a message to the receiver's needs means putting yourself in that person's shoes. This skill
is called "ethnocentrism."
a. False
b. True
Adapting a message to the receiver's needs means putting yourself in that person's shoes.
This skill is called "empathy."

74. To fully implement the "you" view, writers should

a. emphasize second-person pronouns without overusing or misusing them.
b. sterilize their writing and avoid any first-person pronouns.
c. focus on the reader and use "you" in most sentences.
d. delete phrases such as I'm happy or We're delighted.
lthough writers should focus on the reader, they should not overuse or misuse them as
readers may resent obvious attempts at manipulation

75. The third phase of the writing process involves revising, proofreading, and evaluating your
message.
a. True.

b. False

76. Which of the following represents the best business writing?

a. Employees may not sign up for vacations until a schedule is posted April 15.
b. We regret that employees may not use the Market Street entrance during May.
c. The computer training session cannot begin until after the winter holidays.
d. Employees may use the Market Street entrance once again beginning June 1.

77. The words commensurate, materialize, and interrogate are familiar words that would be
appropriate in most business messages.
a. True
b. False

78. The second phase of the writing process involves

a. analyzing the purpose of the message and deciding what is to be accomplished.
b. organizing and composing the message.
c. organizing information, adapting it to the audience, and proofreading.
d. profiling the audience to be able to create receiver benefits.

79. Mei Yit must send a message to fellow employees. In choosing a communication channel, she
should consider the importance of the message, need for a permanent record, cost of the channel,
degree of formality desired, and the
 a. five stages of the communication process.
b. time she should spend on all three phases of the writing process.
c. research and organization of primary and secondary data.
d. amount and speed of feedback and interactivity required.

80. Because business writing is different from academic writing, business communicators can expect to
spend more time ensuring proper length and developing creative ideas that will impress readers.
a. False
b. True
Business writing does not require the writer to develop long documents with creative ideas
to impress readers. Business messages should be audience oriented, purposeful,
persuasive, and economical.

81. Business writers should strive for a conversational and _______ tone.
a. informal
b. formal
c. personal
d. professional

82. Which of the following demonstrates inclusive language?

a. Every mailman must park his truck legally when delivering mail.
b. Each homeowner must engage his own insurance carrier.
c. All executives and their wives may attend the conference banquet.
d. All letter carriers must park their trucks legally when delivering mail.

83. Business communicators strive to produce messages that are audience oriented, purposeful,
persuasive, and
a. creative.
b. impressive.
c. economical.
d. company oriented.

Grammarc check
84. I hoped Rhonda would call. Was it ________ who left the message?
a. she
b. her
Use the nominative case pronoun "she" because it acts as a subject complement following
the linking verb "was." "She was it."
85. Everyone on the men's soccer team must be fitted for ________ uniform.
a. his
b. their
Use the singular pronoun "his" to agree with the singular pronoun "someone." Never use
"their," which is grammatically incorrect because it is plural.

86. Even instant messages sent between the manager and ________ will be revealed in the court case.
a. he
b. him

87. It looks as if ________ is the only report that cites electronic sources correctly.
a. her's

b. hers
Never use an apostrophe with possessive pronouns ("hers," "yours," "its," "theirs").

88. No one knows that problem better than ________.

a. he
b. him
c. himself
Complete the comparative: "No one knows the problem better than he knows it."

89. Neither the glamour nor the excitement of the position had lost ________ appeal.
a. its
b. it's
c. their
When two antecedents are connected by "either/or" or "neither/nor," make the pronoun
agree with the closer antecedent. In this case, "the excitement . . . had lost its appeal."

Chapter 3
Knowledge check
90. Which of the following represents a sentence fragment?
a. Career advisors suggest that you dress for the job you want, not the one you have.

b. When you have a job interview, what does your appearance say about you?
c. Although we have seen a gradual loosening of the rules surrounding how we dress for work.
d. Business casual attire may sabotage your professional image.

91. The indirect strategy of message development works best when you
a. have a lot of information to deliver quickly.
b. are sending a short e-mail to a coworker.
c. are delivering good news that will be eagerly received.
d. must deliver bad news.

92. No smart businessperson would begin writing a message before

a. conducting an Internet search.

b. deciding how to format the message.

c. researching to collect needed information.
d. checking with the receiver to ensure that the message will be well-received.
93.
Which of the following illustrates a comma splice?
a. Some employers offer full benefit packages, others do not.
b. Some employers offer full benefit packages; others do not.
c. Some employers offer full benefit packages, but others do not.
d. Some employers offer full benefit packages; however, others do not.

94. A message is said to be frontloaded when the details, explanations, and background precede the
opening.
a. True
b. False
A message is said to be frontloaded when the details, explanations, and background follow the direct
opening

95. You can emphasize ideas stylistically by using

a. underlining.

b. tabulation.
c. vivid words.
d. italics.

96. When you expect the receiver of your message to be pleased, mildly interested, or neutral, you
should place the main idea
a. at the beginning of the message.
b. in the body where it can be supported with explanations and background.
c. in the closing where you can build up to it with sufficient explanation.
d. anywhere it seems to fit into your writing most logically and gracefully.

97. The following sentence illustrates a dangling modifier: To be sure to get a ticket, send your
check immediately.
a. True
b. False
This sentence illustrates a dangling modifier because the phrase, to be sure to get a ticket, does not
include the word it is modifying.

98. Which of the following represents a compound sentence type?

a. Good writing skills are essential in today's business world.
b. Although the meeting began later than expected, it was productive.
c. Isaac's presentation was outstanding; it was obvious he was prepared.
d. Since the manager reviewed the report, we revised our initial plan, and we made many improvements to it.

99. Emphasis in writing can be achieved primarily in two ways: mechanically and directly.
a. True
b. False
Emphasis in writing can be achieved primarily in two ways: mechanically and stylistically

100. Which of the following is considered a formal research method?

a. Looking in the files
 b. Talking to your boss
c. Brainstorming
d. Accessing data electronically

101.In passive-voice sentences, the doer of the action may be revealed or may be left unknown.
a. True
b. False

102.Typical business messages that could be developed indirectly include messages that refuse
requests, reject claims, and deny credit.
a. True
b. False

103.Before starting a message, business writers should organize their ideas using a
a. system of internal patterning.

b. scratch list or an outline.

c. comprehensive matrix.
d. table of contents or an index.

104.
Fragments often begin with words such as although, if, and which.
a. True
b. False

End-chapter quizzes

105. To avoid frustration and inaccurate messages, business writers should begin by asking themselves
questions such as What does the receiver need to know and What is the receiver to do?
a. True
b. False

106. A message that is frontloaded saves the reader's time, sets a proper frame of mind, and prevents
frustration.
a. False
b. True

107.Which of the following represents a sentence fragment?

a. To be successful, you need to present yourself as a professional.

b. People relate to others who are like them, and your appearance is an important first step.
c. Although it is a complex process with the goal of making a target group think that a product is the best of its kind
and the one the group should choose.
d. In the field of marketing, a crucial activity is "positioning."

108. Most business writing should be in the active voice, as illustrated here: The check was sent
yesterday.
a. False
b. True
109. The following sentence illustrates a comma splice: Greg works the night shift, Gina works the day
shift.
a. True
b. False

110.In making an outline, define the main topic in the title and divide the topic into _____ main
points.
a. three to five

b. four to six
c. two to four
d. five to eight
In making an outline, define the main topic in the title and divide the topic into three to five
main points.

111.The following sentence illustrates a dangling modifier: Driving to work today, a terrible
accident tied up traffic.
a. True

b. False

112. You can emphasize ideas mechanically by

a. labeling the main idea.
b. placing the important idea first or last in the sentence.
c. using vivid words.
d. italicizing important words.

113. Which of the following sentences avoids a dangling or misplaced modifier?

a. Despite being paralyzed from the chest down, doctors hoped that Kevin would walk again.
b. To be reimbursed for your book costs and tuition, you must fill out the enclosed form.
c. Angered by the slowness of the computer program, complaints were called in by hundreds of unhappy users.
d. When collecting information for a new phone system, the Web proved to be my best resource.

114.Our team worked well together; we were pleased with the presentation. This sentence illustrates
which of the following sentence types?
a. complex sentence.

b. compound sentence.
c. simple sentence.
d. compound-complex sentence.

115. Which of the following illustrates a comma-splice sentence?

a. Three candidates applied for the job; only one could be hired.
b. Three candidates applied for the job, only one could be hired.
c. Three candidates applied for the job, but only one could be hired.
d. Three candidates applied for the job; however, only one could be hired.

116.For sensitive messages many business writers use the indirect strategy because it respects the
feelings of the audience, encourages a fair hearing, and minimizes a negative reaction.
a. True

b. False
117. Paragraphs with eight or fewer printed lines look inviting and readable.
a. False
b. True

118. Although mechanical techniques are occasionally appropriate to emphasize ideas in written
messages, more often a writer achieves emphasis stylistically.
a. False
b. True

119.Good sources of primary information are interviews, surveys, questionnaires, and

a. the Internet.

b. focus groups.
c. brainstorming.
d. company files.
Good sources of primary information are interviews, surveys, questionnaires, and focus
groups.
120. Good business writers conduct research
a. after starting a message so they have a better idea of where they are going.
b. after they finish a message so that they can verify what they have written.
c. before beginning to write so that the information can shape the message.
d. exclusively on the Internet to have the latest data.

121. If you are writing a message to a superior and the message carries bad news or contains ideas that
will require persuasion, the recommended organizational plan is the _____ strategy.
a. indirect
b. inclusive
c. parallel
d. direct

Grammarc check
122. A large group of our e-mail messages ________ recently blocked by spam filters.
a. was
b. were

Chapter 4
Knowledge check
123.Expressions such as enclosed please find and pursuant to your requestrepresent standard
business language that trained writers strive to include in their messages.
a. True
b. False

124. Which of the following is not a technique to use in proofreading complex documents?
a. Print a copy, preferably double-spaced, and set it aside for at least three days.
b. Allow adequate time to proofread carefully.
c. Be prepared to find errors.
d. Read the message at least twice—once for word meanings and once for grammar/mechanics.
Setting the document aside for three days is not a technique to use in proofreading complex
documents. It should be set aside for one day

125. Which of the following sentences avoids clichés?

a. Beyond a shadow of a doubt, this network will perform exactly as promised.
b. Brainstorming involves generating ideas quickly without thinking about negatives.
c. All managers have been urged to think outside the box as we brainstorm for new sales approaches.
d. First and foremost, we want ideas that creatively address techniques for pushing our sales forward in this last
quarter.

126. Which of the following sentences contains no jargon, slang, or clichés?

a. This introduction discusses various transmission networks, topologies, and LAN protocols.
b. Plant networking operations totally bomb when transmissions are nearly all asymmetric.
c. An exception to the rule, however, occurs when we create smaller networks.
d. When we introduce smart switches, information can be transmitted in both directions.

127.Jargon, which is special terminology that is related to a particular activity or profession, is

acceptable to use within that profession.
 a. True
b. False

128. Which of the following sentences contains no fillers, repetitious words, or redundancies?
a. There were two people who filled each management position when the companies merged.
b. The survey referred back to the original contract, so it was absolutely essential.
c. Because the housing development was small in size, we combined together two teams to canvass the area.
d. Although several qualified candidates applied, the manager had difficulty hiring someone to fill the open position.

129.Which of the following sentences avoids flabby expressions or long lead-ins?

a. Jennifer will in all probability be offered the position in the near future.

b. You will be interested to learn that we will begin offering cruises in April.
c. When the weather improves, we expect tourists to begin traveling again.
d. This is to inform you that our charter cruises to Alaska will resume May 1.

130.Buried verbs are those that are

a. needlessly transformed into adjectives.

b. converted to wordy noun expressions.

c. not specific or precise.
d. inconspicuous because they replace other parts of speech.

131. Which of the following sentences does not include a buried verb?
a. After hearing complaints, the president promised to make an examination of assignments.
b. He soon came to the conclusion that departmental assignments were unfair.
c. One manager offered a recommendation that we change the overtime schedule.
d. The president plans to announce a new schedule after consulting with all managers.

132. Proofreading involves ______ of a message.

a. enhancing the content and sentence structure
b. analyzing the purpose
c. profiling the audience
d. improving the grammar, spelling, punctuation, and mechanics
133.Although slang is composed of informal words, it is acceptable within some businesses if
writers need to show that they are savvy or "hip."
a. True
b. False

134. Clear writing creates meaningful images in the mind of the reader. Clear writing is sparked by
specific verbs, concrete nouns, and
a. vague wording.
b. buried verbs.
c. vivid adjectives.
d. lengthy descriptive phrases.

135.Revising and proofreading are essentially the same process.

a. True
b. False
Revising involves improving the content and sentence structure of the message. Proofreading
involves improving the grammar, spelling, punctuation and mechanics of the message.

136. The Plain Writing Movement requires the federal government to write documents in simple, easy-
to-understand language. This law encourages government workers to avoid redundancies and
wordy expressions, and
a. use active voice.
b. write short sentences and paragraphs.
c. use parallel phrasing.
d. All of these choices are correct.

End-chapter quizzes
137. Which of the following sentences does not include a buried verb?
a. The federal government made a requirement that cell phone carriers provide location data.
b. Law enforcement agencies had a discussion about the use of cell phone tracking systems.
c. Congress gave authorization for the use of two different systems to track wireless calls.
d. Unknown to many users, cell phones are capable of quietly tracking the whereabouts of their owners.

138.Jargon is special terminology that

a. should never be used in business communication.

b. is used only in geology.

c. is acceptable and even necessary for accurate communication in certain fields.
d. is confined to only a few fields.
139. Which of the following sentences contains no fillers or redundancies?
a. It was the company owner who insisted on hiring his nephew.
b. Nepotism is a fact of business life in privately owned companies.
c. There are many qualified candidates who are better suited for the position.
d. If you will refer back to the owner's letter, you will see that we have no choice.

140. Which of the following sentences contains no jargon, slang, or clichés?

a. Although my part of the proposal is good to go, we are totally whacked if you can't pull off a low-ball budget.
b. Jeff asked me to complete the budget by January 15, which is easier said than done.
c. The proposal for the Centrex contract must be submitted to its board by February 2.
d. We're trying to squeeze a little more wiggle room into the proposal schedule.

141. If slang is fashionable and you have reason to believe that the receiver of a message will understand
it, you may use it in your messages.
a. False
b. True

142. Careful proofreaders check for problems in spelling, grammar, punctuation, names and numbers,
and
a. content.
b. flabby expressions.
c. trite business phrases.
d. format.

143.One should never use words such as "extremely" and "totally" in business writing as they sound
unbusinesslike.
a. True

b. False

144. In proofreading complex documents, you should

a. read the document slowly on your computer screen, using the cursor to reveal each line.
b. increase your reading speed so that you have time to read the document several times.
c. print a copy, preferably double-spaced, and set it aside for a day.
d. rely on your computer's grammar, style, and spell checkers to find most of the real errors.

145. Frequent use of all caps is a recommended practice in business writing.

a. False
b. True
All caps should not be used for long stretches of text because all the letters are the same
height, making it difficult for readers to differentiate words. In addition, excessive use of all
caps feels like shouting, and it irritates the reader.

146.Which of the following sentences avoids flabby expressions?

a. At the present time in the world, women work more than men, when both paid employment and unpaid household
tasks are accounted for.
b. Although women are underrepresented in all of the world's major legislative bodies, they hold 32 percent of the
positions in the Finland national legislature.
c. In spite of the fact that the glass ceiling is slowly disappearing, few women hold executive positions in large
 companies.
d. Despite the fact that women make up 49.5 percent of the world's population, they reportedly own only 1 percent of
the world's wealth.

147. The safest way to proofread both routine and complex documents is to print a copy because you're
more likely to see errors and observe tone in printed material.
a. False
b. True

148.Buried verbs are those that are needlessly converted to wordy noun expressions such as "we
acquired the company" becoming "we made an acquisition of the company."
a. True

b. False

149. Revision involves ______ of a message.

a. correcting the grammar and mechanics
b. profiling the audience
c. improving the content and sentence structure
d. analyzing the purpose

150.
Which of the following are techniques for making your lists look professional?
a. Numbered and bulleted lists.
b. Capitalization and punctuation.
c. Parallelism.
d. All of these choices are correct

151. A typeface defines the shape of text characters. For most business messages, you should choose
from serif or sans serif categories.
a. False
b. True

152. Which of the following sentences contains no long lead-ins or flabby expression?
a. A new multilevel parking structure is being designed and should be available within three years.
b. The new parking lot will in all probability be ready for use by January 15.
c. I am writing this letter because a member of the Human Resources Department told me that a position in that
department was opening up.
d. This is to inform you that parking permits for the new lot will be available January 1.

Grammarc check
153. Our ________ offices featured ________ equipment.
a. newly-redecorated, state-of-the-art
b. newly redecorated, state-of-the-art
c. newly redecorated, state-of-the-art-
d. newly-redecorated, state of the art
Do not hyphenate compound modifiers ending in "ly" (newly redecorated)

154.Contractors may submit only ________ expenses.

a. work related

b. work-related
 c. work-related-

155. Vice President Wilson said that we ________ five days to finish the proposal.
a. only had
b. had only
Place the adverb "only" close to the expression it modifies.

156. We tried to make a ________ comparison of the programs.

a. point-by-point
b. point by point
c. point-by-point-

157.Trevor made a ________ decision regarding the equipment.

a. spur of the moment

b. spur-of-the-moment
c. spur-of-the-moment-

158. Not all decisions that are made on the ________ turn out badly.
a. spur of the moment
b. spur-of-the-moment
c. spur-of-the-moment-

159. I could be more efficient if my printer ________ my computer.

a. were more nearer
b. were nearer

Chapter 5
Knowledge check
160. Generally end an e-mail or memo with
a. action information, dates, or deadlines.
b. summary of the message.
c. a closing thought.
d. All of these choices are correct
161. When reading and replying to e-mail, it is a good idea to
a. scan all messages in your inbox before replying to each individually.
b. print out all incoming messages so they can be carefully read and filed.
c. defer opening incoming messages that cannot be handled within a day.
d. always maintain the same subject line when you reply to a continuing e-mail exchange.
When reading replying to e-mail, it is a good idea to scan all messages in your inbox before
replying to each individually because subsequent messages often affect the way you
respond.

162."Cloud computing" refers to the

a. newest fax machine features.

b. user friendliness of the smallest netbooks.

c. storing and accessing of data along with software applications in remote clusters.
d. name of most popular networking site.

163. E-mail messages and memos should begin

 a. by revealing the main idea immediately.
b. with necessary background information.
c. with a friendly sentence or a personal introduction.
d. with the deadline for a request.

164.Class Presentations is an example of an informative subject line.

a. True
b. False
Class Presentations is not an example of an informative subject line. Instead, the subject line might
read Class Presentations Scheduled for December 15. This subject line summarizes the central idea,
and it provides the reader with important information

165. Podcasts, blogs, and wikis are part of the new user-centered virtual environment called
a. the Internet.
b. Web 2.0.
c. chat rooms.
d. Facebook.

166.Knowledge and information workers are expected to remain tethered to their jobs wherever they
are, even on the weekends or on vacation.
a. True
b. False

167.Employers have no right to monitor e-mail messages sent by employees when they are working.
a. True
b. False

168.Interoffice memos are still useful for external messages that don't require formality.
a. True
b. False
Interoffice memos are still useful for internal messages that require a permanent record or formality

169. To use e-mail smartly, safely, and professionally, you should

a. compose online to save time.
b. carefully key in the receiver's address every time you send a message.
c. use short subject lines such as hi, urgent, or need a favor.
d. convey your purpose in the subject line and the first paragraph.

170. E-mail is most appropriate for

a. informing employees and giving directions.
b. providing a permanent record.
c. summarizing lengthy internal messages.
d. conducting human resource annual reviews.
E-mails perform critical tasks such as informing employees and giving directions, outlining
procedures, requesting data, supplying responses, and confirming decisions.
171.One tip for creating a podcast is to download the appropriate software.
a. True
b. False

172.Subject lines in e-mail messages and memos

a. are not always necessary.

b. should be general so that they can be used for the follow-up message.
c. should summarize the central idea and include a verb, if possible.
d. should be a correctly punctuated sentence.

173.
An e-mail message greeting provides a
a. formal introduction to the message topic.
b. lengthy explanation of the purpose.
c. visual cue marking the beginning of the message.
d. reference to the problem.

174.When you are responding to a situation that has upset you, it is best to send an e-mail message
as soon as possible while the details are still fresh in your mind.
a. True
b. False

175.Effective e-mail messages and memos generally discuss only one topic.
a. True
b. False

176.Companies use blogs for public relations, customer relations, crisis communication, market
research, viral marketing, internal communication, and recruiting.
a. True
b. False

177.Networking sites such as Facebook and Twitter are used only for entertainment purposes;
thus, these sites have not yet made their way into the business world.
a. True
b. False

178. Organizations may ban instant messaging because of productivity, security, litigation, and
____________ fears.
a. privacy
b. personal
c. compliance
d. economic

End-chapter quizzes
179.Which of the following is a well-written subject line for an e-mail message or memo?
 a. "I need to have your feedback on the new seasonal product no later than January 15."

b. "Information"
c. "Need Your Feedback on New Product by January 15"
d. "Help"

180. Most corporate projects are facilitated with the help of wikis, a tool that is especially ______
across vast geographic distances and multiple time zones.
a. slow
b. valuable
c. problematic
d. expensive

181. Which of the following is a good practice in writing e-mail messages and memos?
a. Include full identification for all attachments.
b. Write the body of urgent messages in ALL CAPS.
c. Include humor to lighten up a serious message.
d. Include as much information in a single paragraph as needed to fully explain a situation.

182. E-mail growth has slowed recently, and rival services such as Twitter and Facebook are booming.
a. False
b. True

183. Which of the following would be appropriate to include in an e-mail or memo for an international
recipient?
a. "We are really jazzed about meeting with you."
b. "We can't afford to strike out again with this customer."
c. "Your suggestion is right on the money."
d. "We look forward to seeing your facility next week."

184. The storing and accessing of data along with software applications in remote network clusters or
"clouds" is called cloud computing.
a. False
b. True

185. Using the company computer for personal matters is appropriate as long as you use it only during
lunch breaks.
a. True
b. False

186. E-mail messages are generally used for which of the following situations:
a. to settle an argument between two employees.
b. to request data.
c. to discipline an employee.
d. to offer condolences for a death in an employee's family.

187. This statement is appropriate to include in a message to an international client: I'm stoked about
the new data program and know we've hit a home run with this program!
a. False
b. True
188. Unlike e-mail, instant and text messages are not subject to discovery (disclosure); that is, they can't
become evidence in lawsuits.
a. False
b. True
Like e-mail, instant and text messages are subject to discovery (disclosure); that is they
can become evidence in lawsuits

189. Because instant messages are private, it is safe to send negative information about your boss or
place of employment.
a. True
b. False

190. Businesses and educational institutions have embraced podcasting for

a. virtual tours.
b. lectures that do not require interaction.
c. human resources training.
d. All of these choices are correct.

191. Creating high "skim value" is

a. not as important as fully explaining the information in your message.
b. important in the body of e-mail messages and memos.
c. only important if you are writing to a manager.
d. important in the opening of e-mail messages and memos.

192. Because they are informal, most e-mail messages do not require a greeting.
a. True
b. False

193. You should revise your subject line if the topic changes during an e-mail exchange.
a. True
b. False

194. Because most e-mails and memos cover nonsensitive information, openings for these documents
can be handled in an indirect manner.
a. False
b. True
Because most e-mails and memos cover nonsensitive information, openings for these
documents should be handled in a straightforward manner. The main idea should be
revealed immediately.

195.With the advent of ever-smaller laptops, netbooks, smartphones, tablets, and other compact
mobile devices, desktop computers are fast becoming
a. obsolete.

b. more expensive.
c. more popular than ever.
d. slower in speed than before.
196. Instant messaging (IM) and text messaging have become permanent and powerful communication
tools because they allow for _____________ message exchanges.
a. private
b. brief
c. positive
d. lengthy

Grammarc check

197. Which of the following is correct?

a. I hate when we have to work overtime.
b. I hate it when we have to work overtime.

198. Which of the following is correct?

a. Gross profit is where you compute the difference between total sales and the cost of goods sold.
b. Gross profit is computed by finding the difference between total sales and the cost of goods sold.
Avoid using the adverb "where" following the linking verb "is."

199. Which of the following is correct?

a. Your iPod was more expensive than mine.
b. Your iPod was more expensive then mine.

200. Which of the following is correct?

a. Did you send an application to the headquarters in Cincinnati or to the branch in St. Louis?
b. Did you apply to the Cincinnati headquarters or the St. Louis branch?

201. Which of the following is correct?

a. His PowerPoint presentation was short like we hoped it would be.
b. His PowerPoint presentation was short as we hoped it would be.
202. Avoid using the word "like" as a conjunction

Chapter 6
Knowledge check
203.A direct claim letter should begin with a/an
a. clear statement of the problem or with the action you want the receiver to take.

b. detailed explanation of what went wrong.

c. explanation of the consequences if your request is not met.
d. courteous goodwill statement of future business.

204.A sympathy note should

a. use wording similar to a ready-made card.

b. refer to the death or misfortune objectively.

c. offer assistance without going into excessive detail.
d. use company letterhead.
205.You should promote your organization and products in an information request reply letter.
a. True
b. False
When customers or prospective customers inquire about products or services, you should do more
than merely supply answers. You should promote your organization and products

206. Which of the following is an important guideline for writing direct claim letters?
a. Delay your claim a couple of weeks so that you have enough time to think through all of your reasons thoroughly.
b. Vent your frustration so that the reader can empathize with you.
c. Explain the causes of the problem and establish who is to blame.
d. Assume that a company honestly wants to satisfy its customers.

207. An appropriate goodwill message is "Nice job!"

a. True
b. False
Personalize the goodwill message by mentioning specific incidents or characteristics of the receiver

208. A direct request for information and action should always begin with an explanation or
justification.
a. True
b. False
A direct request for information and action should begin with a question or polite command. It
should not include an explanation or justification unless resistance to the request is expected.

209. Messages that express thanks, recognition, and sympathy should be written promptly.
a. True
b. False

210. In a direct response reply letter, a subject line

a. helps the reader recognize the topic immediately.
b. is not appropriate since only e-mail messages include subject lines.
c. should be a complete sentence punctuated correctly.
d. should be an attention getter.

211. A good way to close a direct request letter is "Thank you for your assistance."
a. True
b. False
This overused statement forces the reader to determine what is expected and when. Tell the reader
courteously what is to be done. If a date is important, set an end date to take action and explain why.

212. When you are writing claim adjustment letters, don't

a. respond favorably if the problem is due to customer negligence.
b. include resale or new product information.
c. express appreciation to the reader for telling you about the situation if it is not your fault.
 d. use negative words.

213. When you cannot respond favorably to a customer claim, you should use the direct
pattern.
a. True
b. False

214. The body of a direct request for information or action should

a. explain the request clearly and logically.
b. request a specific action with an end date, if appropriate.
c. include a polite request that is actually a disguised command.
d. show appreciation for any assistance the receiver will provide.

215. E-mail and e-cards are appropriate for any type of thank you and goodwill messages.
a. True
b. False
Handwritten notes are most impressive. E-mail messages are quickly gone and forgotten whereas
handwritten or printed messages remain and can be savored.

216. In preparing business letters, you should justify the right margins and make all lines end
evenly.
a. True
b. False
In preparing business letters, you should use ragged-right margins; don't allow your computer to
justify the right margin. Unjustified margins improve readability

217. The language of adjustment letters should not be sensitive as this will encourage the
customers to place the blame on the company even when it is their own fault.
a. True
b. False
Because customers are upset when making a claim, don't use negative words, don't blame the
customer or individuals in your company, and don't make unrealistic promises.

218. If you write a direct claim letter as an individual, it is appropriate to use the personal
business letter style in which your name and return address appear above the date.
a. True
b. False
If you write a direct claim letter as an individual, it is appropriate to use the personal business letter
style; however, only your return address, not your name, appears above the date.

219. Which of the following is the best way to begin an adjustment letter?
a. We are very sorry to hear about the problems with your cable television box.
b. If you had read the instructions for your cable television box, you would have noted that any water spills damage
the electronics in the box.
c. Please take your cable box to our local office at 670 Main Street, Los Angeles, where it will be repaired at no cost to
you.
 d. Although you should have exercised more care, we have decided that we will repair your cable box at our expense.
This statement reflects the best way to begin an adjustment letter since it immediately
announces the adjustment.

220. Business letters are necessary when

a. only a temporary record of the message is needed.
b. confidentiality is not required.
c. an informal message is being delivered.
d. a persuasive, well-considered presentation is important.
Business letters are necessary when a permanent record is required, confidentiality is
paramount, formality and sensitivity are essential, and a persuasive, well-considered
presentation is important.

221. Which of the following is the best way to close a direct request for information about
banquet facilities at a local restaurant?
a. I would appreciate your answering my questions as soon as possible.

b. Thank you in advance for your help.

c. Thanks for responding before March 15 when we must select a restaurant for our meeting.
d. We have enjoyed luncheons at your restaurant in the past.

End-chapter quizzes
222. The block style is a popular business letter format.
a. True
b. False
The block style is a popular format. A business letter conveys silent messages beyond that
of its printed words. The letter’s appearance and format reflect the writer’s carefulness and
experience. To have a professional-looking business letter, you should learn to select an
appropriate format.

223. Which of the following is NOT a good practice in preparing the body of a direct request for
information?
a. Use balanced construction.
b. Itemize the information to improve readability.
c. Provide enough information so that the answer you receive will not require a follow-up message.
d. Provide all possible details for each question in a complete paragraph with compound-complex sentences.
Frame requests logically and succinctly, using bulleted or numbered lists.

224. Which of the following is NOT a goal when writing an adjustment message?
a. Promoting further business.
b. Regaining the confidence of the customer.
c. Providing a heartfelt apology.
d. Rectifying the wrong, if one exists.
225. Which of the following is the best way to close an adjustment letter?
a. We are sorry for the loss of business this problem created.
b. We have fired the individual who was responsible for this difficulty.
c. We appreciate your thoughtfulness in letting us know about this issue so that we may correct it.
d. I can assure you that you will never have any problems in your dealings with us again.
As shown in this statement, end positively by expressing confidence that the problem has
been resolved and continued business relationships will result.
226. In the workplace, most messages are positive or neutral and, therefore, indirect.
a. False
b. True

227. Why is a direct claim letter important?

a. It provides a record of your complaint.
b. It is always the first step in handling any difficulty.
c. It makes the issue seem less serious.
d. All of these are reasons why a direct claim letter is important.
Claims written as letters are taken more seriously than telephone calls or e-mails, and they
establish a record of what happened.

228. Which of the following is the best subject line for a direct reply letter?
a. We have many possible tours for you.
b. Available Tours.
c. Your January 15 Letter About Our Mediterranean Tour Packages.
d. We have a tour for you!

229. In the closing of an adjustment letter, you should include a statement such as, "We apologize
for any inconvenience this problem has caused you."
a. True
b. False
End positively with a forward-looking thought; express confidence in future business
relations. Avoid references to unpleasantness. If you include an apology, you need to do it
early in the letter and briefly. In addition, don't fall back on mechanical phrases that sound
insincere.

230. Which of the following is true of thank-you messages?

a. The longer the thank-you message, the more positive the recipient feels.
b. Use well-known wording such as, "Thank you for your hospitality. You were a wonderful host."
c. E-mail thank-you messages are better than messages sent by land mail because they reach the recipient sooner.
d. Personalize the message by mentioning specifics about the gift or favor for which you are expressing appreciation.

231. A good way to end a direct reply letter is "If we may be of further assistance . . ."
a. False

b. True
Avoid form letter closings. Instead, refer to the information you have provided. (For
example, "The enclosed list summarizes our recommendations," or "We wish you all the
best in redesigning your Web site.")

232. Which of the following is the best way to begin a direct request for information about a
messenger service?
a. We need to find a new messenger service before June 1.
b. Please answer the following questions about your messenger service . . .
c. My name is Lisa Taylor, and I am a paralegal with Hayward and Associates, a large law firm in St. Louis.
d. We have not been satisfied with your current messenger service.

233. If the customer is at fault, it is acceptable in an adjustment letter to explain what he or she
did wrong.
a. False
b. True

234. If you received the incorrect book from an online retailer, which of the following sentences
would be best to include in the body of your direct claim letter?
a. I am shipping the incorrect book back to you, and I would appreciate your sending me the correct book without a
shipping charge.
b. I need to have the correct book by June 1 because it is a birthday gift for my sister.
c. I have always enjoyed buying books from your Web site, and I look forward to continuing to do business with you in
the future.
d. I can't believe you sent me the wrong book because the order I printed out indicates the correct one.

235. Despite the extensive use of electronic media today, communicators know how dangerous it
is to entrust confidential and sensitive information to digital channels.
a. True
b. False
Confidentiality is a key reason to use the business letter as a communication channel.
Despite the extensive use of electronic media today, communicators know how dangerous it
is to entrust confidential and sensitive information to digital channels.

236. You should send the original copies of pertinent documents with a direct claim letter.
a. True
b. False
Send copies of important documents because originals could be lost.

237. When creating request messages, a sentence that begins, "Will you please answer the
following questions about . . . ," is actually a polite command that should be punctuated with a
period.
a. False
b. True

238. When a business communicator must be persuasive and cannot deliver the message in
person, which of the following is the best communication channel?
a. e-mail
b. business letter
c. fax
d. phone call

239. Goodwill messages should focus on the sender of the message and include statements such as
"I remember when I . . ."
a. False
b. True
Goodwill messages should focus solely on the receiver, not on the sender.

240. n a direct claim letter, you should wait to state a remedy until you have detailed the situation.
a. True
b. False
When the remedy is obvious, it should be stated immediately.

241. In a direct request for information and action, you should make it easy for the reader to
comply with your request.
a. True
b. False
In a direct request for information and action, you should make it easy for the reader to
comply with your request. Examples of ways to make it easy for the reader to comply with
your request include enclosing a postage-paid envelope or providing an e-mail address.

Grammar check
242. Which of the following sentences uses commas correctly?
a. We are relocating our distribution center from Memphis, Tennessee, to Des Moines, Iowa.
b. We are relocating our distribution center from Memphis, Tennessee to Des Moines, Iowa.
c. We are relocating our distribution center from Memphis Tennessee, to Des Moines Iowa.

243. Which of the following sentences uses commas correctly?

a. The last meeting recorded in the minutes was on February 4, 2008 in Chicago.
b. The last meeting recorded in the minutes was on February 4, 2008, in Chicago.
c. The last meeting, recorded in the minutes, was on February 4 2008, in Chicago.

244. Which of the following sentences uses commas correctly?

a. Mr. Loh, Mrs. Adams and Ms. Horne are our new representatives.
b. Mr. Loh, Mrs. Adams, and Ms. Horne, are our new representatives.
c. Mr. Loh, Mrs. Adams, and Ms. Horne are our new representatives.
Use commas to separate items in a series. Be sure to use a comma before the conjunction
"and," a common practice in business.

245. Which of the following sentences uses commas correctly?

a. The package mailed to Ms. Leslie Holmes, 3430 Larkspur Lane, San Diego CA 92110 arrived three weeks after it was
mailed.
b. The package mailed to Ms. Leslie Holmes, 3430 Larkspur Lane, San Diego, CA 92110, arrived three weeks after it
was mailed.
c. The package mailed to Ms. Leslie Holmes, 3430 Larkspur Lane, San Diego CA, 92110, arrived three weeks after it was
mailed.
Use commas to separate each element in an address except between the state abbreviation
and zip code, which are considered a single unit.

246. Which of the following sentences uses commas correctly?

a. The name selected for a product, should be right for that product, and should emphasize its major attributes.
b. The name selected for a product should be right for that product and should emphasize its major attributes.
c. The name selected for a product should be right for that product, and should emphasize its major attributes.

Chapter 7
Knowledge check
One technique for refusing a typical request or claim is to imply a refusal.
a. True
b. False

The buffer for a bad news message should

a. be neutral but meaningful.
b. provide the receiver with the main idea of the message.
c. be the longest part of the message.
d. use standard phrasing.

When you present the explanation for a negative decision, you should
a. indicate "company policy" prevents a positive decision.
 b. use words with precise meanings such as "cannot," "unable," and "unfortunately."
c. be sure to present the negative news before the explanation.
d. cite benefits to the reader or other people, if plausible.

Most business must deal with troublesome situations that cause unhappiness to customers. Many
business managers resolve these problems by calling the individual involved, apologizing,
explaining what happened, and following up with a goodwill message.
a. True
b. False

The key to ethical communication lies in the

a. motives of the sender.
b. reputation of the sender.
c. urgency of the situation.
d. construction of a clear message.

Which of the following is a technique for cushioning bad news?

a. Begin or end a paragraph with the refusal.

b. Include the bad news in an independent clause.

c. Use passive-voice verbs.
d. Use an explicit refusal.

You should avoid trite buffers such as "Thank you for your letter."
a. True
b. False

The direct strategy of delivering bad news is appropriate when the bad news is unexpected.
a. True
b. False
The indirect strategy of delivering bad news is appropriate when the bad news is unexpected

We look forward to working with your company on future projects. This statement is not an
acceptable closing for a bad news message.
a. True
b. False

In some donation refusal letters, the reasons may not be fully explained.
a. True
b. False
In some donation refusal letters, the reasons may not be fully explained. The emphasis should be on
the entity seeking the donation, on its good deeds, not on the explanation for the refusal.

The indirect strategy of delivering bad news is recommended when the bad news is personally
upsetting.
 a. True
b. False

An internal request refusal closing should focus on

a. getting to the point quickly to save the reader's time.
b. maintaining a neutral tone.
c. offering alternatives.
d. emphasizing the writer's authority

In using the indirect strategy, you are unethically hiding the bad news.
a. True
b. False

Which of the following is a goal in credit denial messages?

a. Detail the ways in which customers can improve their credit to ensure future credit approval.

b. Encourage customers to do business on a cash basis.

c. Suggest that customers buy from companies without such rigorous credit standards.
d. Inform customers of the credit denial directly and briefly.

In denying claims, you should be precise in blaming customers if they are truly at fault.
a. True
b. False

When announcing bad news to employees, you should

a. deliver bad news in a direct manner.
b. delay delivering bad news.
c. explain logically the reasons for the bad news.
d. use e-mail messages whenever possible.

The most important part of a negative message is the

a. buffer.
b. explanation.
c. bad news announcement.
d. closing.

End-chapter quizz
In denying claims, writers use the reasons-before-refusal strategy to set an empathetic tone and
buffer the bad news.
a. False
b. True

In order to position bad news strategically, place it

a. in a compound sentence.
b. in parentheses.
c. in a subordinate clause.
d. at the end of a paragraph.
A message that refuses a typical request should include all of the following EXCEPT
a. closing that renews good feelings.
b. repeated apologies throughout the body.
c. valid reasons for the refusal.
d. an appropriate buffer.

Empathy involves
a. understanding and entering into the feelings of someone else.
b. providing a thorough explanation of the negative message reasons.
c. admitting responsibility for the negative message.
d. communicating your personal feelings or opinions.

When you break bad news to employees, you should

a. encourage the news to spread through the grapevine because it will be better received.

b. deliver the message to large groups through interoffice memos.

c. avoid positive language throughout the message.
d. use a different approach from that of other bad-news messages.

The indirect strategy should be used to avoid telling the complete truth.
a. True
b. False

Revealing negative news slowly and indirectly

a. causes the reader to miss the negative news.
b. causes the reader to stop reading before the end of the letter.
c. is a method that is appropriate in every negative news message.
d. shows sensitivity to the reader and softens the impact of the negative news.

In delivering bad news that is insignificant or doesn't personally affect the receiver, the direct writing
strategy should be used.
a. False
b. True

In a negative news message, you should end with the part of the message that represents the best
news.
a. False

b. True
A negative news message should begin with the best news, an effective buffer.

Grammar check
Which of the answer choices shows the correct punctuation?
a. Dealing with the unfamiliar is less challenging if you are patient, and if you are able to avoid becoming irritated at
misunderstandings.
b. Dealing with the unfamiliar is less challenging if you are patient and, if you are able to avoid becoming irritated at
misunderstandings.
c. Dealing with the unfamiliar, is less challenging if you are patient and if you are able to avoid becoming irritated at
misunderstandings.
d. Dealing with the unfamiliar is less challenging if you are patient and if you are able to avoid becoming irritated at
misunderstandings.

Which of the answer choices shows the correct punctuation?

a. The imaginative, promising software company opened its offices May 2 in Berlin.
b. The imaginative, promising, software company opened its offices May 2 in Berlin.
c. The imaginative, promising software company opened its offices May 2, in Berlin.
d. The imaginative, promising, software, company opened its offices May 2, in Berlin.
Which of the answer choices shows the correct punctuation?
a. Any sales associate, who earns at least 1,000 recognition points this year will be honored with a bonus vacation trip
to Tahiti.
b. Any sales associate who earns at least 1,000 recognition points this year, will be honored with a bonus vacation trip
to Tahiti.
c. Any sales associate, who earns at least 1,000 recognition points this year, will be honored with a bonus vacation trip
to Tahiti.
d. Any sales associate who earns at least 1,000 recognition points this year will be honored with a bonus vacation trip to
Tahiti.

Which of the answer choices shows the correct punctuation?

a. When you are working with foreign clients, for whom English is a second language you may have to speak slowly
and repeat yourself.
b. When you are working with foreign clients for whom English is a second language, you may have to speak slowly
and repeat yourself.
c. When you are working with foreign clients, for whom English is a second language, you may have to speak slowly
and repeat yourself.
d. When you are working, with foreign clients for whom English is a second language, you may have to speak slowly,
and repeat yourself.

Which of the answer choices shows the correct punctuation?

a. To be most successful, you must read between the lines and learn to pick up on various vibes.
b. To be most successful you must read between the lines, and learn to pick up on various vibes.
c. To be most successful you must read between the lines and, learn to pick up on various vibes.
d. To be most successful, you must read between the lines, and learn to pick up on various vibes.

Which of the answer choices shows the correct punctuation?

a. Diamond Blade Company's new machine-tool facility showcases the latest advances in automation, laser cutting, and
robotic bending in direct partnership with customers.
b. Diamond Blade Company's new machine-tool facility showcases the latest advances in automation, laser cutting and
robotic bending in direct partnership with customers.
c. Diamond Blade Company's new machine-tool facility showcases the latest advances in automation, laser cutting, and
robotic bending, in direct partnership with customers.
d. Diamond Blade Company's new machine-tool facility showcases the latest advances in automation, laser cutting and
robotic bending, in direct partnership with customers.

Which of the answer choices shows the correct punctuation?

a. After she was hired, she was told to report for work on Monday, June 2 in Paris.
b. After she was hired she was told to report for work on Monday, June 2, in Paris.
c. After she was hired, she was told to report for work on Monday, June 2, in Paris.
d. After she was hired, she was told to report for work on Monday June 2, in Paris.

Which of the answer choices shows the correct punctuation?

a. In the fall, we expect to open a new branch in Sunnyvale which is an area of considerable growth.
b. In the fall we expect to open a new branch in Sunnyvale, which is an area of considerable growth.
c. In the fall, we expect to open a new branch in Sunnyvale, which is an area of considerable growth.
d. In the fall we expect to open a new branch in Sunnyvale which is an area of considerable growth.
Do not use a comma after a short introductory prepositional phrase ("In the fall"). Do use a
comma to separate a terminal dependent clause introduced by "which." Careful writers use
"which" to introduce nonessential clauses.

Which of the answer choices shows the correct punctuation?

a. As we discussed on the telephone the ceremony is scheduled for Thursday, March 4 at 3 p.m.
b. As we discussed on the telephone, the ceremony is scheduled for Thursday, March 4 at 3 p.m.
c. As we discussed on the telephone, the ceremony is scheduled for Thursday, March 4, at 3 p.m.
d. As we discussed on the telephone the ceremony is scheduled for, Thursday, March 4 at 3 p.m

Which of the answer choices shows the correct punctuation?

a. The interviewer expected a firm handshake from the candidate, but was greeted by a limp-fish clasp, and she was
uncomfortable touching the clammy hand.
b. The interviewer expected a firm handshake from the candidate but, was greeted by a limp-fish clasp and she was
uncomfortable touching the clammy hand.
c. The interviewer expected a firm handshake from the candidate but was greeted by a limp-fish clasp, and she was
uncomfortable touching the clammy hand.
d. The interviewer expected a firm handshake from the candidate but was greeted by a limp-fish clasp and she was
uncomfortable touching the clammy hand.
 Chapter 10
Knowledge check
247. Unless readers are familiar with the topic of the report, they may find the direct pattern
confusing.
a. True
b. False
Unless readers are familiar with the topic of the report, they may find the direct pattern confusing.
They may prefer the indirect strategy because it seems logical and mirrors the way we solve
problems.

248. When you use the indirect organizational pattern for a justification/recommendation report,
you should
a. refer to your recommendation in the subject line.
b. present the most promising alternative last.
c. describe the problem or need that your recommendation addresses in general terms.
d. present an equal number of advantages and disadvantages for your recommendation.

249. Business reports in manuscript format are usually printed on plain paper instead of
letterhead stationery or memo forms.
a. True
b. False
250. An informal writing style includes use of
a. passive-voice verbs.
b. long sentences.
c. first-person pronouns.
d. technical jargon.

251. In the findings section of an information report, the facts may be organized
a. from least to most important.

b. from complex to simple.

c. in journalism style ("who," "what," "when," "where," "why," and "how").
d. in the same order that you researched them.
In the findings section of an information report, the facts may be organized in journalism
style using "who," "what," "when," "where," "why," and "how" questions.

252. Since there has been a steady movement away from print to electronic data, printed
material is rarely used to gather data for a report.
a. True
b. False
Although we're seeing a steady movement away from print to electronic data, print sources are still
the most visible part of most libraries. Much information is available only in print. Print sources
include books, newspapers, and periodicals

253. Meeting minutes should record a motion verbatim (word for word) so that there is no
future misunderstanding.
a. True
b. False
254. A well-written feasibility report should
a. announce your decision immediately.
b. highlight the benefits, but not the problems, of the proposal.
c. include one sentence about the problem that necessitates the proposal.
d. offer to do numeric analysis if the receiver requests it.
Because your role is not to persuade the reader to accept the decision, you will want to
present the decision immediately.

255. Large organizations sometimes prescribe how justification/recommendation reports

should be organized, including the use of forms with conventional headings.
a. True
b. False

256. Informal reports are

a. rarely used in business communication.
b. limited to e-mail.
c. longer than ten pages.
d. short (eight or fewer pages).

257. An executive summary should

a. not use headings because it is generally no more than one page in length.
b. include the information in a more logical order than the longer report.
c. focus on the most important parts of the report from management's point of view.
d. skip the purpose of the longer report since management would already know this information.

258. In a feasibility report, the writer's role is not to persuade the reader to accept the decision.
a. True
b. False

259. The categories of informal reports are clear-cut and do not overlap.
a. True
b. False
Informal business reports generally fall into one of six categories. In many instances, the boundaries
of the categories overlap; distinctions are not always clear-cut. Individual situations, goals, and
needs may make one report take on some characteristics of a report in another category.

260. If you favor one possibility in a report, discuss primarily your side and indicate that you
are partial to this choice.
a. True
b. False
Present both sides of an issue. Even if you favor one possibility, discuss both sides and show through
logical reasoning why your position is superior. Remain impartial, letting the facts prove your point.

261. When a company must decide whether to franchise its operations, what type of report
should be prepared?
a. Information report

b. Progress report
 c. Feasibility report
d. Summary

262. A formal writing style does not allow writers to state their opinions or perceptions in the
first person.
a. True
b. False

263. The first step in writing a report is

a. deciding the communication channel.

b. analyzing who will read the report.

c. understanding the problem or assignment clearly.
d. gathering data.
The first step in writing a report is understanding the problem or assignment clearly. Begin
the report-writing process by determining your purpose for writing the report

264. To create the most effective report headings, you should

a. use as few headings as possible because they can be distracting.
b. try to write headings that are longer than eight words so that they can be very specific.
c. strive for parallel construction within levels.
d. use all capital letters for first- and second-level headings.

265. The format of a report is governed by its

a. urgency.

b. audience.
c. organizational pattern.
d. delivery method.
The format of a report is governed by its audience, length, topic, and purpose. After
considering these elements, you will probably choose from among the letter, memo and e-
mail, manuscript, preprinted form, and digital formats.

Chapter 11
Knowledge check
In a report organized using the direct strategy, place your conclusions and recommendations
a. first in the report.
b. last in the report.
c. throughout the report as the relevant subtopics are discussed.
d. in their typical locations: recommendations in the introduction and conclusions at the end of the report.

When businesses need to solve specific, current problems, they are most likely to rely on
secondary, historical data available in company records and on the Web.
a. True
b. False

The planning of every report begins with a statement of purpose explaining the goal,
significance, and limitations of the report.
a. True
b. False