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1Open questions:
21) How to apply the three-step writing process to negative messages?
3Delivering of negative information consist of three steps. These steps are:
41. Plan negative messages. You need to consider who are your people and what is your purpose. You also need to get all information, then you need to choose right media and channel. Finally, to start with the best approach. There are are two types of approach: direct and indirect
52. Write negative messages. You need consider clarity and sensivity of your message with the clarifying of your qualifications. Don't forget about observing communication etiquette and remember always choose positive, productive words.
63. Complete negative messages. In this steps there are some actions that need to be done: Prepare professional documents, revise your contact, deliver messages promptly and proofread your work carefully. Be sure that you deliver messages promptly!
72) Describe an effective process for conducting business research, explain hot to evaluate the credibility on an information source and identify the five ways to use research results.
8Research is  an investigation or experimentation aimed at the discovery and interpretation of facts, revision of accepted theories or laws in the light of new facts, or practical application of such new or revised theories or laws. There are several processes to do the research:
91. Plan your research. It consists of developing a problem statement and identifing essential information, it also includes research questions.
102. Locate the data and information you need. The research plan tells you what to look for; your next step is to figure out where the data and information are and how to access them. There are 2 types of researches: secondary(books, magazines,public websites) and primary(surveys, interviews, observations and experiments). You also need to check the reputation and credibility of source.
113. Process the data and information you’ve located. The data and information you find probably won’t be in a form you can use immediately and will require some processing, which might involve anything from statistical analysis to resolving the differences between two or more expert opinions.
124. Apply your findings. You can apply your research findings in three ways: summarizing information for someone else’s benefit, drawing conclusions based on what you’ve learned, or developing recommendations.
135. Manage information efficiently. Many companies today are trying to maximize the return on the time and money they invest in business research by collecting and sharing research results in a variety of computer-based systems, known generally as knowledge management (KM) systems. 
14
15Chapter 3   Communication Challenges in a Diverse, Global Marketplace
16
171) "All the characteristics and experiences that define each of us as individuals" is the definition of
18B) diversity.
19Answer:  B
20
212) Intercultural communication can challenge supervisors in all of the following ways except
22C) getting a limited range of views and ideas from diverse employees.
23
24 
253) Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds
26C) could lead them to interpret verbal and nonverbal signs differently.
27
284) Of the top 10 export markets for U.S. products, ________ percent have English as an official language.
29A) 2
30
31 
325) The key to cross-cultural and global business is
33E) effective communication.
34
356) Within three decades, the majority of the U.S. population will be made up of
36E) minorities.
37 
387) In today's global business world, communication and culture
39B) are so closely related that separating the two is virtually impossible.
40
418) As businesses become more global, the workforce increasingly consists of employees with ________ national, religious, and ethnic backgrounds.
42C) diverse
43 
449) Many difficulties in intercultural communication occur because people in different cultures have different
45B) assumptions about how people should think, behave, and communicate.
46
4710) Every attempt to send or receive a message is influenced by
48E) culture.
49 
5011) Local markets and national borders are no longer impassable barriers to business, thanks in part to 
51C) transportation technologies.
52
5312) Nearly 90 percent of executives claim profit and revenue would increase with improvements in 
54B) international communication skills.
55
56 
5713) The competitive advantage of a diverse workforce includes
58D) better identify with diverse markets.
59
6014) Culture influences how messages are sent and received in the workplace.
61Answer:  TRUE
62
6315) As it applies to the contemporary workplace, the idea of diversity is limited to issues of race and ethnicity.
64Answer:  FALSE
65
66 
6716) How does intercultural communication affect cross-cultural and global business?
68Answer:  Chances are good that you'll be working across international borders sometime in your career. Thanks to communication and transportation technologies, natural boundaries and national borders are no longer the impassable barriers they once were. Local markets are opening to worldwide competition as businesses of all sizes look for new growth opportunities outside their own countries. Not surprisingly, effective communication is key to cross-cultural and global business. In a recent survey, nearly 90 percent of executives said their companies' profit, revenue, and market share would all improve with better international communication skills. In addition, half of these executives said communication or collaboration breakdowns had affected major international business efforts in their companies. The good news here is that improving your cultural communication skills could make you a more valuable job candidate at every stage of your career.
69
7017) How does increased diversity present challenges for the workplace?
71Answer:  Today's increasingly diverse workforce encompasses a wide range of skills, traditions, backgrounds, experiences, outlooks, and attitudes toward work–all of which can affect communication in the workplace. Supervisors face the challenge of connecting with these diverse employees, motivating them, and fostering cooperation and harmony among them. Teams face the challenge of working together closely, and companies are challenged to coexist peacefully with business partners and with the community as a whole. Elements of human diversity can affect communication at every stage of the communication process.
72 
7318) The term ________ includes an appreciation for cultural differences that affect communication and the ability to adjust one's style when communicating across cultures.
74C) cultural competency
75
7619) How can one learn to show respect for others and to communicate effectively in business?
77E) Adapt your communication style to that of the new cultures you encounter.
78 
7920) When you react ethnocentrically, you
80A) assume that your culture is superior to others.
81
8221) Xenophobia is the fear of
83C) foreigners.
84
85 
8622) The practice of accepting multiple cultures on their own terms is known as
87B) cultural pluralism.
88
8923) Ethnocentrism can be overcome in part by
90A) avoiding assumptions.
91 
9224) ________ involves the practice of accepting multiple cultures on their own terms.
93D) Cultural pluralism
94
9525) ________ is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior.
96B) Culture
97 
9826) ________ is the practice of assigning a wide range of generalized attributes to an individual based on his or her membership in a particular culture or social group.
99C) Stereotyping
100
10127) When culture is fairly logical and consistent when viewed from the inside is said to be 
102E) coherent.
103
104 
10528) Cultural competency refers to
106A) the ability to adjust one's communication style to accommodate cultural differences.
107
10829) Most people belong to
109C) several different cultures.
110 
11130) Members of a well-established culture tend to view their culture as complete, which can dull or even suppress curiosity about other cultures.
112Answer:  TRUE
113
11431) Studies have shown that people often have cultural biases of which they're not even consciously aware.
115Answer:  TRUE
116
11732) What is ethnocentrism, and how can it be overcome?
118Answer:  Ethnocentrism is the tendency to judge all other groups according to one's own group's standards, behaviors, and customs and to see all other groups as inferior by comparison. You can overcome ethnocentrism by acknowledging distinctions, avoiding assumptions and avoiding judgments.
119 
12033) What is culture? How does culture affect communication?
121Answer:  Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. A person's cultural background influences what's important in life and appropriate in a given situation; furthermore, culture establishes his or her rules of behavior. As a result, communication is largely automatic; the person rarely stops to think about the communication rules that he or she may be following. In addition to being automatic, culture tends to be coherent; that is, a culture appears to be fairly logical and consistent when viewed from the inside. Even though certain norms within a culture may not make sense to an outsider, they probably make sense to those inside that culture. Such coherence generally expedites internal communication, but it can create disharmony between cultures that don't view the world in the same way. Finally, cultures tend to be complete; that is, they provide their members with most of the answers to life's big questions. This idea of completeness can dull or even suppresses curiosity about life in other cultures. Not surprisingly, such completeness can complicate communication with other cultures.
122
12334) How does the idea of coherency affect culture internally and externally to the organization?
124Answer:  In addition to being automatic, culture tends to be coherent; that is, a culture appears to be fairly logical and consistent when viewed from the inside. Certain norms within a culture may not make sense to someone outside the culture, but they probably make sense to those inside. Such coherence generally helps a culture function more smoothly internally, but it can create disharmony between cultures that don't view the world in the same way.
125 
12635) How can you adapt your communication style to that of a new culture you are encountering?
127Answer:  Avoid assumptions. Don't assume that others will act the same way you do, use language and symbols the same way you do, or even operate from the same values and beliefs. For instance, in a comparison of the 10 most important values in three cultures, people from the United States had no values in common with people from Japanese or Arab cultures. Avoid judgments. When people act differently, don't conclude that they are in error or that their way is invalid or inferior. Acknowledge distinctions. Don't ignore the differences between another person's culture and your own.
128
12936) By emphasizing principles of ________, a designer can make a website more accessible to people whose vision is limited.
130A) web accessibility
131
132 
13337) Cultural differences appear in a number of important areas, including
134E) all of the above. 
135
13638) Every attempt at communication between two people occurs within a
137A) cultural context.
138
139 
14039) Disabled employees can use ________ to pursue a greater range of career paths, thereby giving employers access to a broader base of talent.
141C) assistive technologies
142
14340) Nonverbal communication can be a reliable guide to determining the meaning of a message
144D) only if the sender and receiver assign the same meaning to nonverbal signals.
145 
14641) In high-context cultures,
147A) people rely more on nonverbal circumstances and cues to convey meaning.
148
14942) To convey meaning in a low-context culture such as the one existing in Germany, people rely more on
150D) explicit verbal communication.
151 
15243) The social media and technological skills of ________ are helping to change business communication practices.
153C) Generation Y
154
15544) All of the following except ________ can promote ethical choices across cultures.
156C) capturing the moral high ground
157
158 
15945) Because of the low context culture, when it comes to decision-making customs, North American executives
160A) tend to focus on the results of the decisions they face.
161
16246) Compared to low-context cultures, high-context cultures tend to take a ________ approach regarding the meaning of business contracts.
163C) more flexible
164 
16547) Women executives who travel abroad
166C) may not be taken seriously as businesspeople, depending on the culture.
167
16848) Meeting a deadline is generally less important than building a relationship for businesspeople in
169C) high-context cultures.
170
171 
17249) Associating youth with strength, and age with declining powers, is
173C) common in the United States, but not in many Asian societies.
174
17550) The ratio of men and women in entry-level professional positions is ________; however, moving up the corporate ladder, the percentage of management roles held by men ________.
176B) roughly equal; increases steadily
177
178 
17951) In a given culture, prevailing customs and attitudes that pertain to roles and status will influence the
180B) expectations for who communicates with whom, what they communicate, and in what way.
181
18252) A company that emphasizes ________ will encourage short-term sacrifices for the promise of better outcomes in the long term.
183C) an orientation toward the future
184 
18553) Differences in ________, including hand gestures or eye contact, are a major source of misunderstanding during intercultural communications.
186B) nonverbal signals
187
18854) People in the United States generally
189A) view hard-earned material comfort as a worthy goal.
190 
19155) Compared to younger employees, older workers
192C) can offer broader experience and high degrees of "practical intelligence."
193
19456) Ability differences among employees and customers
195A) have led many companies to make websites more accommodating to persons with disabilities.
196 
19757) Openness and inclusiveness
198A) are not characteristics of many cultures, whose members display a general unwillingness to accommodate outsiders.
199
20058) As a rule, your colleagues and customers around the world will use the same communication tools that you use.
201Answer:  FALSE
202 
20359) Cultural context refers to the pattern of physical cues, environmental stimuli, and implicit understanding that conveys meaning between members of the same culture.
204Answer:  TRUE
205
20660) Today's workplace includes the members of four generations: the Radio Generation, Baby Boomers, Generation X, and Generation Y. What challenges does the composition of the contemporary workforce pose for on-the-job communication?
207Answer:  Dramatically different world events, social trends, and technological advances have shaped the four generations. Therefore, each generation brings its own perspective into the workplace. Since people tend to resist change, they often assume that the way they're doing something must be the best way to do it. Moreover, diverse generations sometimes feel competitive pressures for resources, influence, control, and jobs. The result can be tension, mistrust, conflict, and communication breakdowns. The multiple generations in the workplace present another dimension of diversity—different communication habits. For instance, Generation Y workers often prefer to communicate via short electronic messages; however, Baby Boomers and Generation Xers may find these brief messages abrupt and impersonal.
208 
20961) Since cultures do not always share the same perspectives on ethical issues, how can you keep messages ethical during intercultural communication?
210Answer:  Not all cultures share the same perspective on ethical issues. During intercultural communication, it's important to seek mutual ground by being flexible and not insisting that everything happen in terms of one culture or another. Sending and receiving messages without judgment is also vital: Both parties must recognize that values vary among cultures and that trust is essential. In addition, messages should be honest. Both parties have to recognize their own cultural biases. Finally, for ethical intercultural communication to occur, the stakeholders must show respect for cultural differences. Avoiding ethnocentrism allows both parties to understand and acknowledge each other's needs and preserve mutual dignity.
211
21262) While working in a country with a high-context culture, you schedule a meeting with a vendor who lives there. When he shows up 20 minutes after the meeting was supposed to begin, should you take it as a sign of incompetence or disrespect? Explain.
213Answer:  This behavior should not be regarded as a sign of incompetence or disrespect. It simply reflects cultural differences in the treatment of time. Executives in low-context cultures view time as a limited resource and tend to focus on one task during each scheduled period of the day. In high-context cultures, however, time is treated with more flexibility. Building business relationships is more important than meeting deadlines and being punctual. The workday is not expected to follow a rigid, preset schedule. If you respond with frustration or anger to the vendor's late arrival, it could unnecessarily erode your relationship.
214 
21563) List at least three types of nonverbal differences might you encounter when working with businesspeople from other cultures. Provide at least one example of how these differences might cause misunderstandings in communication.
216Answer:  Nonverbal differences among cultures are particularly evident in terms of how people greet one another, the amount of personal space people expect when conversing, and attitudes toward touching (for example, do people touch each other on the arm to emphasize a point or refrain from touching altogether?). Notable differences can also appear in how facial expressions are interpreted and attitudes toward eye contact, posture, and formality.
217
21864) Explain the difference between a high-context culture and a low-context culture, and provide at least one example of each difference.
219Answer:  In high-context cultures, people rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning. In low-context cultures, people rely more on verbal communication and less on circumstances and cues to convey meaning.
220
22165) When adapting to other cultures, the "Golden Rule" is
222B) less effective than treating others the way they want to be treated.
223
22466) Successful intercultural communication requires an ability to understand the other party's culture in addition to 
225E) understanding how your own culture shapes the way you communicate.
226
22767) To help improve cultural competency, organizations should
228A) be respectful of core principles of any country, organization or culture.
229 
23068) In the United States, companies most often reward and promote an employee based on 
231C) individualism.
232
23369) In the United States, businesses value time and schedules that promote
234B) meetings starting and ending at designated times.
235
236 
23770) In the United States, the communication style tends to be
238E) focused on content and transaction.
239
24071) Business communicators can improve their cultural competency by
241A) becoming aware of their own biases.
242
243 
24472) When adapting to business cultures, a sense of humor
245B) can help people move past awkward and embarrassing moments.
246
24773) When communicating with people from other cultures, it is best to apologize when you make a mistake.
248Answer:  TRUE
249
25074) How can one adapt to a new business culture?
251Answer:  Become aware of your own biases. Successful intercultural communication requires more than just an understanding of the other party's culture; you need to understand your own culture and the way it shapes your communication habits. Be careful about applying the "Golden Rule." The problem with the Golden Rule is that other people don't always want to be treated the same way you want to be treated, particularly across cultural boundaries. The best approach: Treat people the way they want to be treated. Exercise tolerance, flexibility, and respect. Practice patience and maintain a sense of humor. A sense of humor is a helpful asset as well, allowing people to move past awkward and embarrassing moments. When you make a mistake, simply apologize and, if appropriate, ask the other person to explain the accepted way; then move on.
252
25375) Learning about an unfamiliar culture
254C) is a worthy undertaking, even if you learn only a small amount.
255
25676) If you will be living in another country where English is not the official language and you will be doing business in English, you
257C) can show respect by making an effort to learn the language.
258 
25977) Written messages from Japanese businesspeople tend to be ________ than those written in the United States.
260B) less direct
261
26278) In general, business correspondence in other countries is often ________ than that written used by U.S. businesspeople.
263B) more formal 
264
265 
26679) When writing for multicultural audiences, it's important to
267A) be brief.
268
26980) When writing to businesspeople in other countries, you should
270D) make generous use of transitional words and phrases.
271 
27281) When preparing a message to someone from another culture, you should
273D) be careful to express numbers and dates in the format used in that person's culture.
274
27582) When writing to audiences whose first language is not English, using humor is generally
276A) a bad idea, since jokes usually depend on culture-specific information.
277 
27883) Which of the following sentences contains an idiomatic expression?
279C) Making our monthly sales quota will be a piece of cake.
280
28184) To English-speaking U.S. listeners, routine Arabic speech may sound
282A) excited or angry.
283
284 
28585) When speaking in English to people who use English as a second language, the best approach is to
286C) speak slowly and clearly.
287
28886) During conversations with non-native English speakers, you should
289A) immediately rephrase statements they don't seem to understand.
290
291 
29287) When speaking with someone from another culture, avoid
293A) talking down to the other person.
294
29588) If you translate a written message from English into another language, it is a good idea to
296B) have it back-translated.
297 
29889) As used in everyday language, ________ mean more than the sum of their literal parts, so they cannot be taken literally.
299C) idiomatic phrases
300
30190) The phrase ________ refers to dedicated software and online services that offer various forms of automated translation.
302D) computerized translation tools
303 
30491) In conversations with a nonnative English speaker with whom you have a longstanding business relationship, you notice that he consistently makes language mistakes that could hurt his credibility. In response, you should
305C) politely offer advice on the appropriate words and phrases to use.
306
30792) In conversations with others whose first language is not English, you should
308A) not interrupt, even if you do not understand or need to correct a misconception.
309 
31093) When writing to audiences whose first language is not English, using plenty of transitions
311A) will help your readers follow your train of thought.
312
31394) Citing numbers and dates
314D) should be done carefully when communicating with audiences from other cultures.
315
316 
31795) Mobile devices can help you learn another language or communicate with someone who doesn't speak your language.
318Answer:  TRUE
319
32096) Because high-quality translation software is now widely available, the demand for multilingual communicators continues to decrease.
321Answer:  FALSE
322
32397) In intercultural conversations, speaking slowly is usually regarded as a sign of disrespect.
324Answer:  FALSE
325
32698) Briefly describe at least three strategies for writing effective multicultural messages.
327Answer:  Strategies for writing multicultural messages include using simple, clear English; being brief; using transitional elements; addressing international correspondence properly; and citing numbers and dates carefully. It is also important to avoid slang, idioms, and humor.
328
32999) A new employee who speaks English as a second language has just joined the design team you lead. You notice that she often looks confused during conversations. Describe at least three useful strategies for this situation.
330Answer:  Strategies you can use include (1) speak slowly and clearly, (2) don't rephrase until it's obviously necessary, (3) look for and ask for feedback, (4) don't talk down to the other person, and (5) at the end of the conversation, verify what has been said and decided.
331
332100) When doing business in other cultures, what are some strategies you can use to promote effective intercultural communication?
333Answer:  One strategy is to understand social customs regarding issues such as common ways of greeting others: Should you bow or shake hands? It is also helpful to learn about clothing and food preferences that characterize the culture in which you'll work. Doing so requires finding out (among other things) which occasions require special clothing, how many times a day people eat, and so forth. Other strategies include assessing political patterns, understanding religious and folk beliefs, learning about business institutions, and appraising the nature of ethics, values, and laws.
334
335Excellence in Business Communication, 12e (Thill/Bovee)
336Chapter 4   Planning Business Messages
337
3381) The three primary steps involved in preparing a business message are
339A) planning, writing, and completing.
340
3412) Which one of the following is an element of the completing phase of the three-step writing process?
342C) proofreading the message
343
344 
3453) Which of the following are elements in the writing phase of the three-step writing process?
346B) adapting to the audience
347
3484) Planning is essential when writing business messages because it
349E) all of the above
350
3515) In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message.
352C) 25 percent
353
354 
3556) Inexperienced communicators may be tempted to
356C) dive directly into writing the message without taking sufficient time to plan.
357
3587) The goal of the three-step writing process is to help a writer develop messages that are
359E) effective and efficient.
360
361 
3628) During the planning phase of the writing process, 
363B) determine scope.
364
3659) Completing the business message includes 
366A) producing the message, including design and layout decisions.
367
36810) How does careful planning of a business message save time?
369C) Planning reduces rework.
370
37111) When allocating your time among the three stages of the writing process, you should use about a fourth of the time for planning, half the time for writing, and a quarter of the time for completing.
372Answer:  FALSE
373
37412) When developing a business message, the message should be adapted to your specific audience after planning the message.
375Answer:  TRUE
376
37713) What are the four tasks involved in planning business messages?
378Answer:  Planning business messages involves four tasks: (1) analyzing the situation by defining your purpose and developing a profile of your audience; (2) gathering information that will meet your audience's needs; (3) selecting the right medium to deliver your message; and (4) organizing the information by defining your main idea, limiting your scope, selecting a direct or an indirect approach, and outlining your content.
379
38014) Explain each phase of the three-step writing process.
381Answer:  The three-step writing process includes planning, writing, and completing the business message. Planning involves analyzing the situation, gathering information, selecting the right medium for your message, and organizing the information. Writing the message involves adapting to your audience and composing your message. Completing a business message includes revising, producing, proofreading, and distributing it.
382
38315) Which of the following is a general category common to business communication?
384A) to inform
385
38616) An example of a specific purpose for a business message would be
387B) to inform employees about the new vacation policy.
388purpose and profile your audience before writing a message.
389 
39017) Most messages should not be sent unless they will
391A) bring about a change.
392
39318) In most cases, a message should be deferred or canceled if
394D) the time is wrong.
395 
39619) The primary audience for your message should always include
397B) the key decision makers in the audience.
398
39920) In general, for internal communication, the higher up your message goes, the
400B) fewer details people want to see.
401
402 
40321) Messages should contain more supporting detail and background information when
404B) you and your audience do not share the same general background.
405
40622) Forecasting your audience's reaction to your message is
407B) vital, because potential audience reaction affects message organization.
408 
40923) You're writing a proposal to give permission to some employees at your company to telecommute. You know management will be skeptical, so you should
410D) build your case carefully, stating clear reasons for each conclusion you draw and recommendation you make.
411
41224) When determining what you hope to accomplish with a message, you must consider the 
413E) specific purpose.
414 
41525) By forecasting the audience's probably reaction, a writer can better determine
416B) when to state conclusions and recommendations.
417
41826) Even if nothing will change because of your message, you should send it if you believe it is important.
419Answer:  FALSE
420
42127) When analyzing your audience, you should ignore everyone except the key decision makers.
422Answer:  FALSE
423 
42428) Describe at least three of the tasks involved in developing an audience profile.
425Answer:  Developing an audience profile involves identifying your primary audience and determining its size, geographic distribution, and composition. It also requires gauging your audience's level of understanding, considering their expectations and preferences, and forecasting their probable reaction to your message.
426
42729) List at least three helpful questions to ask in evaluating the purpose of a message.
428Answer:  Once you have determined the specific purpose of a business message, you can decide whether that purpose merits the time and effort required for you to prepare and send the message. In order to test the purpose of a message, one should ask (1) Will anything change as a result of this message? (2) Is my purpose realistic? (3) Is the timing right? (4) Is the purpose acceptable to my organization?
429
43030) A knowledge-management system
431C) is a centralized database of experiences and insights of employees throughout an organization.
432
433 
43431) Informal techniques for gathering insights and focusing your research efforts do not include
435C) distributing questionnaires and surveys.
436
43732) When gathering information for a business message, keep in mind that audiences respond best to information that
438C) has been filtered and prioritized according to their needs.
439
440 
44133) When meeting your audience's informational needs, you should emphasize ideas
442A) that will be of greatest interest to the audience.
443
44434) A good way to test the thoroughness of your business message is to check it for
445C) the who, what, when, where, why, and how.
446 
44735) After sending project cost estimates to a longtime client, you realize you failed to include information on some discount options. The best thing to do is
448C) contact the primary audience immediately and correct the error.
449
45036) A good way to test the thoroughness of your message is to use the ________ to ask whether the message answers who, what, when, where, why, and how.
451B) journalistic approach
452
453 
45437) When gathering information based on reports and company documents, a ________ is useful.
455E) knowledge management system
456Answer:  E
457
45838) When determining what an audience needs in order to move forward with a recommendation, a writer is 
459A) considering the audience's perspective.
460
461 
46239) The idea of free writing can be used as a(n) ________ during the planning phase of the writing process.
463B) discovery technique
464
46540) One effective informal method for learning more about your audience's information needs is to ask them directly for input.
466Answer:  TRUE
467
46841) Messages can be unethical simply because certain details have not been included.
469Answer:  TRUE
470 
47142) You've been asked to prepare a report on whether your company should consider other health insurance providers. List four informal techniques for gathering information to include in your report.
472Answer:  Informal strategies for gathering information include (1) considering other viewpoints; (2) reading reports and other company documents; (3) talking with supervisors, colleagues, or customers; and (4) asking your audience for input.
473
47443) How can the journalistic approach help you include all required information in your business messages?
475Answer:  The journalistic approach enables you to check the thoroughness of your message by seeing whether it answers who, what, when, where, why, and how. By using this method, you can quickly tell whether a message fails to deliver.
476
47744) Briefly describe how to meet an unfamiliar audience's informational needs.
478Answer:  When you don't know your audience, use common sense to identify points of particular interest. You can get clues from audience factors such as age, job, location, income, and education.
479 
48045) List at least three strategies to help ensure the accuracy of information you include in business messages.
481Answer:  You can minimize mistakes by double-checking every piece of information you collect. If you are consulting sources outside the organization, ask yourself whether they are current and reliable. Be particularly careful when using sources you find on the Internet. Be sure to review any mathematical or financial calculations. Check all dates and schedules, and examine your own assumptions and conclusions to be certain they are valid.
482
48346) How can your audience's level of understanding help you determine the appropriate amount of information to include in a business message?
484Answer:  If audience members do not share your general background, your message will likely need to include an element of education. You should try to include only enough information to accomplish the specific purpose of your message. If the members of your audience have various levels of understanding, gear your coverage to your primary audience (the key decision makers).
485
48647) Choosing the right medium for your message
487D) can make an important difference in how your message is perceived.
488 
48948) Which one of the following is the "leanest" communication medium?
490B) text messaging
491
49249) Despite your numerous emails and voicemail messages, a normally dependable vendor has not responded to your important question. Which of the following would be a sensible next step?
493A) Consider sending a printed message.
494
495 
49650) Phone calls are
497C) capable of offering the give-and-take of in-person conversations.
498
49951) Which of the following media would be best for sending a brief message (requiring no response from your audience) about an upcoming software update?
500B) email
501
502 
50352) The ________ is the form a message takes, and the ________ is the system used to deliver a message.
504B) medium; channel
505
50653) According to the concept of media richness, the richness of a medium depends on its ability to
507E) establish personal focus.
508 
50954) A ________ is the richest communication medium.
510D) face-to-face conversation
511
51255) A key advantage of oral communication is
513D) the opportunity to get immediate feedback.
514 
51556) As a new supervisor, you need to introduce yourself to your team of ten employees. The best medium for this type of non-routine message would be
516A) a face-to-face meeting.
517
51857) Which of the following are advantages inherent in using a written digital channel to deliver a business message?
519B) delivering messages quickly
520 
52158) Of the following media, which is the richest?
522B) a social media site that invites users' opinions and feedback on relevant topics
523
52459) In high-context cultures, ________ media are often more effective than ________ ones.
525B) oral; written
526 
52760) According to your textbook, all of the following except ________ are factors you must consider when choosing a medium for a persuasive business message.
528C) your personal preferences
529
53061) A manager is using the ________ when he or she "walks-around" to chat with employees face-to-face, seek input, answer questions, and interpret important business events and trends.
531D) oral medium, in-person channel
532
533 
53462) A disadvantage of a written, printed message is that it
535A) limits opportunities for timely feedback.
536
53763) When you have to enter data on a mobile device, using ________ in public areas or shared offices can expose private message content and annoy anyone within earshot.
538C) voice recognition software
539
540 
54164) Messages that combine powerful visuals with supporting text 
542A) can be effective because visuals lower communication barriers for multilingual audiences.
543
54465) As a classic form of written business communication, ________ are brief written messages sent to customers and other recipients outside the organization.
545A) letters
546 
54766) When sending a video to someone who will view it on a smartphone, ________ may be a key concern for the mobile carrier and the customers alike. 
548B) data usage and operational costs
549
55067) A key distinction of the oral medium, in-person channel is ________ because it enables the nuances of nonverbal communication more than any other media-channel combination.
551A) being in the same physical space
552
553 
55468) In the workplace of today, most business communication efforts will involve the ________ combination.
555C) written medium, digital channel
556
55769) When it comes to writing messages in today's business environment,
558B) printed messages are still preferred for formal correspondence or a court of law.
559
560 
56170) One of the disadvantages of using an oral medium with an in-person channel is 
562E) reduced control over the message by the communicator.
563
56471) The term visual media signifies any format in which one or more visual elements play a central role in conveying the content of a message.
565Answer:  TRUE
566
56772) As long as your message is clear and interesting, the medium you choose doesn't really matter.
568Answer:  FALSE
569
570 
57173) An effective communicator knows how to select the best combination of media and channels to reach his or her target audience. Identify the advantages and disadvantages of written medium with a digital channel.
572Answer:  The advantages include all the advantages of written printed documents plus fast delivery, the ability to reach a geographically dispersed audience, and a flexibility of multiple formats and channels. Additionally there is an ability to line related and more in-depth information, an increased accessibility through broader sharing and more audience interaction through social media features. The digital channel can be limited in terms of reach and capability, and require Internet or mobile phone connectivity. There is also vulnerability to security and privacy. It is easy to overuse digital communication, and there may be productivity concerns with frequent interruptions and nonbusiness usage. 
573
57474) Briefly define media richness and provide at least one example each of a rich medium and a lean medium.
575Answer:  Media richness is the value of a communication medium in a given situation. Richness depends on a medium's ability to convey a message via more than one informational cue, to facilitate feedback, and to establish personal focus. Face-to-face conversation is the richest medium, while unaddressed documents such as posters and signs are the leanest.
576 
57775) People use mobile phones and tablets to create and consume a wide variety of written, oral, and visual media. Identify and discuss four factors that you must consider if you're planning to create messages that will be viewed on mobile devices.
578Answer:  The four factors involve constraints caused by screen size and resolution, input technologies, bandwidth and connectivity, and operational costs. Screen size and resolution: While screen resolution of phones and tablets has improved, screen-size limitations can inhibit readability because messages are often larger than the screens on mobile devices. This dilemma can be particularly troublesome for team members who are collaborating on projects and reviewing documents or slides. Input technologies: Typing on mobile keyboards is challenging. Voice recognition input runs the risk of sharing private message content and annoying anyone within earshot. Selecting items on a touchscreen can be difficult, even with a stylus. Bandwidth, speed, and connectivity: The speed and quality of mobile connectivity varies widely by device, carrier, geographic location, and service plan. Therefore, don't assume that mobile recipients will be using a fast, reliable network. Data usage and operational costs: Many mobile users don't have unlimited data-usage plans. Some carriers offer unlimited data plans, but such plans can come with data-usage restrictions that reduce the speed of a user's connection. Given these factors, be careful about expecting or requiring mobile users to consume data-intensive content.
579
58076) Briefly describe at least three factors to consider when choosing media for business messages.
581Answer:  A number of factors can help you to determine the best medium for a business message. One is media richness, which is a medium's ability to convey a message through more than one informational cue, facilitate feedback, and establish personal focus. Another is formality, since your media choice governs the style and tone of your message. It is also important to consider media limitations, making sure that you've chosen the right medium for your audience and purpose. Urgency and cost are other important factors. Finally, consider audience preferences when deciding which medium to use for a message.
582 
58377) The ________ of a message is its overall subject, while the ________ is a specific statement about that overall subject.
584B) topic; main idea
585
58678) In general, audiences are likely to
587B) draw inaccurate conclusions from poorly organized messages.
588 
58979) When you want to confirm, illuminate, or expand on the supporting points in a business message, use ________ if you believe that dramatic tension will stimulate your audience's interest.
590B) narration or storytelling
591
59280) Use the ________ to organize a message if you believe your audience will be receptive to what you have to say.
593A) direct approach
594
595 
59681) The scope of a business message pertains to
597B) the range of information you present to support your main idea.
598
59982) If your audience will be skeptical of or resistant to your message,
600B) start with the evidence and build your case before presenting your main idea.
601
602 
60383) As it applies to business communication, presenting information in a well-organized manner
604A) helps your readers understand the message.
605
60684) Which of the following is an example of a message topic?
607C) "Funding for research and development"
608 
60985) Whatever the length of your message, you should limit the number of major support points to roughly
610C) six.
611
61286) Narrative techniques are
613C) an effective way to organize messages in a variety of business communication scenarios.
614 
61587) In a business message, the range of information you present, the overall length, and the level of detail is known as your
616E) scope.
617
61888) The ________ of a business message summarizes what you want your audience members to do or think and why they should do so.
619D) main idea
620
621 
62289) Use ________ when you need to help your audience grasp key points about sets of data or visualize connections between ideas.
623C) visual aids
624
62590) The scope of a message will generally be longer when
626A) the audience is unfamiliar with your topic.
627 
62891) Taking the time to outline your points as you prepare business messages
629A) will save you time in the long run and lead to better results.
630
63192) To bolster a case while adding variety and credibility, ________ to back up your major supporting points. 
632E) reference an authority respected by the audience
633
634 
63593) A well-developed message will include a main idea that will identify what the audience should do or think and 
636C) tell the audience why they should do so.
637
63894) To present major points and supporting detail in the most logical and effective way,
639E) create an outline for key points. 
640 
64195) The ________ begins by explaining evidence and builds up to the main idea.
642E) indirect approach
643
64496) To help generate creative ideas, ________ starts with the main idea and allows the writer to branch out and connect other related ideas. 
645A) mind mapping
646
64797) The ideal length of a message depends on your topic, your audience members' familiarity with the material, their receptivity to your conclusions, and your credibility.
648Answer:  TRUE
649
65098) Poorly organized messages are unlikely to be effective, regardless of their content.
651Answer:  TRUE
652
65399) Briefly distinguish between the direct and indirect approaches to organizing business messages.
654Answer:  Messages organized with the direct approach begin with the main idea and then provide supporting evidence. The direct approach works best with audiences who are receptive or neutral to what you have to say. Messages organized with the indirect approach build a case with supporting evidence before presenting the main idea. The indirect approach works best with audiences who are resistant to or skeptical of what you have to say.
655
656100) Explain the advantages of thinking about the organization of a message before sending it out.
657Answer:  Organization can make the difference between success and failure. Good organization helps your readers or listeners in three key ways. First, it helps them understand your message. In a well-organized message, you make the main point clear at the outset, present additional points to support that main idea, and satisfy all the information needs of the audience. But if your message is poorly organized, your meaning can be obscured, and your audiences may form inaccurate conclusions about what you've written or said. Second, good organization helps receivers accept your message. If your writing appears confused and disorganized, people will likely conclude that the thinking behind the writing is also confused and disorganized. Third, good organization saves your audience time. Well-organized messages are efficient. They contain only relevant ideas, and they are brief. Moreover, each piece of information is located in a logical place in the overall flow; each section builds on the one before to create a coherent whole, without forcing people to look for missing pieces.
658
659Chapter 5   Writing Business Messages
660
6611) Which of the following statements that would appear in a business message best reflects the "you" attitude?
662D) You will have your merchandise by July 15 if you send us your check for $25 today.
663
6642) The best way to convey the "you" attitude is to express your message in terms of
665D) the needs and interests of your audience.
666
6673) Use ________ to avoid categorizing or stigmatizing people based on their gender, race, ethnicity, age, level of ability, or other personal characteristics.
668C) bias-free language
669
6704) Select the sentence with the best "you" attitude.
671D) Once your application is complete, you should receive a response within two weeks.
672 
6735) It is best to limit your use of the word "you" in business messages if
674D) it will make your message sound overly authoritative or accusing.
675
6766) Written and most forms of digital communication require ________ than oral communication.
677C) more tact
678
6797) Select the sentence with the most positive emphasis.
680B) We hope to complete the process audit by Friday.
681
6828) When you are criticizing or correcting, it is best to
683A) focus on what the audience members can do to improve.
684
6859) A euphemism is a word or phrase that is
686D) a milder term for one with negative connotations.
687
68810) To improve your audience sensitivity,
689E) maintain good standards of etiquette.
69011) Bob N. Zing, the Director of Human Resources at CAP Co, Inc., has to write an internal message to announce impending layoffs across the company. Rather than addressing the layoffs directly, Bob decides to refer to them as restructuring operations and eliminating redundancies. In this case, these euphemisms
691D) fail to meet the "you" attitude test and ethical information standards.
692
69312) Replacing harsh, unpleasant terms with ________ can help you state your message without using words that may hurt or offend your audience.
694B) euphemisms
69513) Whether consciously or not, most readers in the workplace greet incoming messages by
696D) asking the question, "What's in this for me?"
697
69814) Using good standards of etiquette, emphasizing the positive, and using bias-free language are examples of incorporating ________ into a message. 
699B) the "you" attitude
700
70115) To help foster a more successful environment for communication, use ________ to incorporate high standards of etiquette.
702E) words that trigger negative emotional reactions
703
70416) Regarding the use of the "you" attitude in business communication,
705B) it is important to recognize and accommodate cultural differences.
706
70717) Adopting a "you" attitude in business writing is simply a matter of using the pronoun "you" as much as possible.
708Answer:  FALSE
709
71018) Using the word "young" to describe an employee can have negative implications.
711Answer:  TRUE
712
71319) List three strategies to become more sensitive to your audience's needs.
714Answer:  You should adopt the "you" attitude, maintain good standards of etiquette, emphasize the positive, and use bias-free language.
715
71620) Define bias-free language.
717Answer:  Bias-free language avoids words and phrases that unfairly and even unethically categorize or stigmatize people in ways related to gender, race, ethnicity, age, or disability. For example, rather than using female-gender words (e.g., actress or stewardess) use gender neutral words, such as actor or flight attendant.
718
71921) What is the difference between delivering negative news and being negative?
720Answer:  Sensitive communicators understand the difference between delivering negative news and being negative. Without hiding the negative news, they look for ways to emphasize positive aspects. When offering criticism or advice, for example, they don't focus on a person's shortcomings; instead, they focus on what he or she can do to improve. In persuasive situations, they help audiences see the benefits of taking specific actions. Finally, they use euphemisms carefully and ethically to soften the impact of negative news and avoid words that carry negative or unpleasant connotations.
721
72222) To establish credibility with your audience, you should
723C) show that you are confident and that you believe in yourself and in your message.
72423) In business messages, using terms such as "if," "hope," and "trust" is
725A) usually a bad idea since it takes away from the writer's credibility.
726
72724) To build, maintain, or repair your credibility, emphasize
728E) sincerity by pointing out specific qualities that warrant praise.
72925) Audience responses to your messages depend heavily on your ________, a measure of your believability based on how reliable you are and how much trust you evoke in others.
730C) credibility
731
73226) You can build credibility by letting your audience know that you believe in yourself and your message.
733Answer:  TRUE
734
73527) List at least three personal characteristics that can help establish credibility with your audience.
736Answer:  Audiences assign credibility to individuals who display (1) honesty, (2) objectivity, (3) awareness of audience needs, (4) credentials, knowledge, and expertise, (5) endorsements, (6) performance, and (7) sincerity.
737
73828) The acronyms and shortcuts used in texting and IM are
739A) incompatible with professional business writing.
740
74129) Why should writers avoid phrases such as, "attached please find" and "we are in receipt of"?
742C) They are stale and pompous.
743
74430) Most business communication should aim for a ________ tone.
745C) conversational
746
74731) Using humor in business messages is
748B) usually not effective, and is always inappropriate for formal and intercultural messages.
749
75032) Plain language is a style of writing
751B) designed to make complex materials more understandable to the audience.
752 
75333) Which of the following sentences contains the strongest and most effective wording?
754B) We need to cut the operating budget by 12 percent or profits will decrease.
755
75634) Identify the voice in the following sentence: "Based on negative client feedback, the marketing department abandoned the campaign."
757A) active
75835) Using the passive voice makes sense when
759A) you want to be diplomatic in pointing out a problem or error.
760
76136) Using the active voice is helpful when you
762C) want to make your writing more direct, livelier, and easier to read.
76337) The term ________ refers to the overall impression of your messages.
764A) tone
765
76638) A sentence is in the active voice when
767C) the subject performs the action and the object receives it.
768
76939) In workplace writing, doing all of the following except ________ will help you achieve a tone that is conversational yet still businesslike.
770A) using text messaging acronyms throughout the message
771
77240) A conversational tone is not appropriate for most business messages.
773Answer:  FALSE
774
77541) What is the difference between tone and style in business writing?
776Answer:  Your communication style involves the choices you make to express yourself: the words you select, the manner in which you use those words in sentences, and the way you use individual sentences to build paragraphs. Your style creates a certain tone, or overall impression, when you write. The right tone depends on the nature of your message and your relationship with the reader.
777
77842) List at least three guidelines to follow if you want to achieve a conversational tone in business messages.
779Answer:  (1) Understand the difference between texting and writing; (2) Avoid obsolete and pompous language such as "in due course" or "we are in receipt of"; (3) avoid preaching and bragging; (4) be careful with intimacy—don't be overly friendly or chatty; and (5) be careful with humor.
780
78143) Briefly explain the difference between the active voice and the passive voice. Include an example of each one.
782Answer:  You are using the active voice when the subject performs the action, and the object receives the action: "John rented the office." You are using the passive voice when the subject receives the action: "The office was rented by John."
783
78444) List three situations in which the passive voice can help you demonstrate the "you" attitude.
785Answer:  The passive voice can be helpful when you need to shift emphasis away from the person who is the subject of your message. These situations include (1) when you need to be diplomatic in pointing out a problem or error, (2) when you want to point out what's being done without taking or attributing either the credit or the blame, and (3) when you want to avoid personal pronouns in order to create an objective tone.
786
787 
78845) If your workplace writing contains grammar errors and word choice mistakes, your readers will
789B) question your professionalism.
790
79146) The connotative meaning of a word is
792C) all the associations and feelings the word evokes.
79347) When choosing words to convey a message, successful writers pay attention to
794B) correctness and effectiveness.
795
79648) The ________ of a word is its literal or dictionary meaning.
797B) denotative meaning
798
79949) As you create and refine your messages, evaluate your writing at all of the following levels except
800D) multimedia enhancements.
801
80250) Some terms and phrases called ________ have become so common that they have lost some of their power to communicate, and ________ are newly coined terms often associated with technology, business, or cultural changes.
803B) clichés; buzzwords
804
80551) Most ________ express a concept, quality, or characteristic. Most ________ represent something you can see, touch, or visualize.
806A) abstract words; concrete words
807
80852) Which of the following words are the most abstract?
809D) productivity, excellence, motivation
810
81153) The ________ meaning of a word is its literal, dictionary meaning; the ________ meaning includes all the associations and feelings it evokes.
812C) denotative; connotative
813
81454) When you begin to write your first draft of a message,
815E) be as creative as possible. 
816
81755) When choosing words that communicate well with the audience, a writer should focus on using
818E) precise words. 
819
82056) When communicating with members of the same, specialized field, the use of ________ can be an efficient way to convey complex ideas quickly. 
821D) jargon
822
82357) In business communication, it is best to use words that are low in connotative meaning.
824Answer:  TRUE
825
82658) How is the denotative meaning of a word different from its connotative meaning?
827Answer:  The denotative meaning is the literal, or dictionary, meaning of a word. The connotative meaning includes all the associations and feelings evoked by the word.
828
829 
83059) Explain what it means to choose "words that communicate well," then list four techniques for selecting the best words when writing business messages.
831Answer:  Choosing words that communicate means finding the most powerful words for each situation. Selecting the best words in business messages involves (1) choosing powerful words—verbs and nouns are better than adjectives and adverbs; (2) choosing familiar words—terms that are familiar to both you and your readers; (3) avoiding clichés and buzzwords; and (4) using jargon carefully.
832
83360) Discuss the difference between connotative and denotative words, and when each might be appropriate to use in business writing. 
834Answer:  In addition to using words correctly, successful writers and speakers take care to use the most effective words and phrases. Selecting and using words effectively is often more challenging than using words correctly because doing so is a matter of judgment and experience. The denotative meaning is the literal, or dictionary, meaning. The connotative meaning includes all the associations and feelings evoked by the word. When you compose your business messages, think carefully to find the most powerful words for each situation. Choose words that express your thoughts clearly, specifically, and dynamically, most often denotative words. 
835
83661) "Although our servers are stable, the telephone system is a serious concern" is a
837C) complex sentence.
838
83962) "Insurance premiums have increased, and cost-of-living raises have not kept up" is a
840B) compound sentence.
841
84263) Which of the following is a compound sentence?
843A) Interest rates are low, and now is an excellent time to buy a home.
844
84564) A complex sentence consists of
846D) one main thought and one or more subordinate thoughts.
847
84865) You can emphasize key points by
849E) giving the most important points the most space. 
85066) To downplay a dependent clause in a complex sentence, you should
851C) place it in the middle of the sentence.
852
85367) Consider the following sentence: "Employee turnover has decreased significantly this quarter, so even though you may question Sam's training methods, you'll have to admit that his results are impressive." What type of sentence does it represent?
854D) compound-complex
855
85668) ________ sentences express two or more independent but related thoughts of equal importance, usually joined by a coordinating conjunction.
857B) Compound
858
85969) ________ sentences express one main thought and one or more subordinate thoughts related to it.
860A) Complex
861
86270) To emphasize a dependent clause, it is better to place it at the end of a sentence rather than in the middle.
863Answer:  TRUE
864
86571) Identify and define the four basic varieties of sentences.
866Answer:  Sentences come in four basic varieties: simple, compound, complex, and compound-complex. A simple sentence has one main clause (a single subject and a single predicate), although it may be expanded by nouns and pronouns that serve as objects of the action and by modifying phrases. A compound sentence has two main clauses that express two or more independent but related thoughts of equal importance, usually joined by or, but, or and. A complex sentence expresses one main thought (the independent clause) and one or more subordinate, related thoughts (dependent clauses that cannot stand alone as valid sentences). A compound-complex sentence has two main clauses, at least one of which contains a subordinate clause.
867
86872) A typical paragraph contains the three basic elements of
869A) a topic sentence, support sentences, and transitional words and phrases.
870
87173) Words such as "nevertheless," "however," "but," and "therefore"
872D) are useful for making transitions.
873
87474) Skillful writers use transitional elements to
875D) connect ideas and show the relationships between them.
876
87775) In business writing, the topic sentence of a paragraph is
878B) generally explicit and is often the first sentence in the paragraph.
879
88076) In ________ paragraph, a writer analyzes the reasons for and/or the consequences of an action, an event, or a decision.
881C) a cause and effect
882
88377) When you want to develop a paragraph by showing how a general idea is broken into specific categories, which of these methods would you use?
884D) classification
88578) Effective paragraphs are both ________ (focused on a single idea) and ________ (organized logically).
886C) unified; coherent
887
88879) In which of the following situations are transitional elements useful?
889C) linking major sections or chapters in a long report
890
89180) If a writer focuses on the similarities and differences of a topic to compose a paragraph, then he or she is using the ________ approach.
892C) comparison or contrast
893
89481) A(n) ________ is a cluster of sentences related to the same general topic.
895C) paragraph
896
89782) Skillful writers use transitional elements to
898E) connect ideas and show the relationships between them.
899
90083) A paragraph that is developed using a cause and effect relationship will 
901C) focus on the reasons for something.
902
90384) Breaking ideas down into specific categories uses ________ to develop a paragraph.
904E) classification
905
90685) Transitions connect ideas by showing how one thought is related to another.
907Answer:  TRUE
908
90986) When developing paragraphs, you should use only one method within each paragraph and throughout a document.
910Answer:  FALSE
911
91287) Identify and describe the elements of an effective paragraph.
913Answer:  Paragraphs vary widely in length and form, but a typical paragraph contains three basic elements: a topic sentence, support sentences that develop the topic, and transitional words and phrases. An effective paragraph deals with a single topic, and the sentence that introduces that topic is called the topic sentence. In most paragraphs, the topic sentence needs to be explained, justified, or extended with one or more support sentences. These related sentences must all have a bearing on the general subject and must provide enough specific details to make the topic clear. Transitions connect ideas by showing how one thought is related to another. They also help alert the reader to what lies ahead so that shifts and changes don't cause confusion. In addition to helping readers understand the connections you're trying to make, transitions give your writing a smooth, even flow.
914
91588) As a rule, keep subject lines and headlines to around ________ when writing messages for smartphone users.
916E) 25 characters
917
91889) All of the following except ________ will help you compose effective mobile messages.
919C) saving space by presenting the message in one long paragraph
92090) When you're writing for mobile devices, use ________ to present the most important information first and provide successive layers of detail that readers can consume, if they want to.
921B) an inverted pyramid style
922
92391) All of the following except ________ will help you write effective messages for mobile device users.
924D) including longer paragraphs92) When developing your message for mobile technology and different user interface features, ________ must be adapted.
925E) the design and layout of the message.
926
92793) How does user comprehension of information change when using a mobile device?
928B) User comprehension decreases because users tend to scroll past important information.
929
93094) When developing a message for a mobile device, how should a message be organized?
931D) with a linear flow from the top to the bottom
932
93395) Using an inverted pyramid for message development on a small screen requires the writer to 
934A) put the most important information first.
935
93696) When a writer needs to send a long document that might be accessed by the receiver on a mobile device, the writer should
937
938B) send a short executive summary that can be read on a mobile device, with the longer document accessible on a PC.
939
94097) When you're writing for mobile devices, using a linear organization will make your messages easier to read on small mobile screens.
941Answer:  TRUE
942
94398) If you intend for your message to reach users of mobile devices, present the content in short paragraphs.
944Answer:  TRUE
945
94699) What are the five most common techniques for developing paragraphs?
947Answer:  There are several common techniques for developing paragraphs. Illustration involves giving examples to demonstrate the general idea. Comparison and contrast both involve using similarities or differences to develop the topic. Cause and effect requires focusing on the reasons for something. Classification involves showing how a general idea is broken into specific categories. Finally, problem and solution requires presenting a problem and then discussing the solution.
948
949100) Describe five techniques you can use to compose effective messages for mobile devices.
950Answer:  Use these five techniques to make your mobile messages more effective: (1) Use a linear organization. With small mobile device screens, a complicated organization requires readers to zoom in and out and pan around to see the message. To simplify reading, organize with a linear flow from the top to the bottom of the message or article. (2) Prioritize information. Small screens make it difficult for readers to scan the page to find the information they want. Use the inverted pyramid style to reveal the most important information briefly at first and then provide successive layers of detail that readers can consume if they want. (3) Write shorter and more-focused messages and documents. Mobile users often lack the patience or opportunity to read lengthy messages or documents, so keep it short. (4) Use shorter subject lines and headings. Mobile devices can't display as many characters in a single line of text as the typical computer screen can. As a rule, keep subject lines and headlines to around 25 characters. (5) Use shorter paragraphs. Shorter paragraphs are less intimidating and let readers take frequent "micro rests" as they move through a document.
951
952Chapter 6   Completing Business Messages
953
9541) Regarding the three-step writing process, all of the following except ________ are important elements of the completing step.
955C) forecasting the message
956
9572) When you begin the ________, focus your attention on content, organization, style, and tone.
958C) revision process
959
9603) In business communication, the ________ of a message usually have the greatest impact on the readers.
961D) beginning and ending sections
962
9634) When you need to revise a long, complex document,
964D) try to put your draft aside for a couple of days before you start.
965
966 
9675) When reviewing your document for content, you should be concerned with
968C) the accuracy and relevance of the information.
969
9706) When evaluating the work of others, you should
971A) make sure you understand the writer's intent before you begin suggesting or making changes.
972
9737) The first draft a document is often
974C) improvable.
975
9768) Messages with spelling and grammar errors create an impression of
977E) poor quality thinking.
978
9799) When evaluating for content, organization, style, and tone, the conclusion of the message should
980E) summarize the main idea and create a positive impression. 
981
98210) Before revising someone else's work,
983C) identify the writer's intent of the message.
984
98511) After you have completed the first draft of your business message, the next step is to make a final, quick pass through it to check for typos and spelling errors.
986Answer:  FALSE
987
98812) Revising your message is important because readers are likely to equate the quality of your writing with the quality of your thinking.
989Answer:  TRUE
990
99113) Briefly explain what the opening of a document should accomplish.
992Answer:  The opening of any document should be relevant, interesting, and geared to the reader's probable reaction. For longer messages, the first few paragraphs should also establish the subject, purpose, and organization of the material.
993
99414) For general business messages, gear your writing toward
995C) readers at the eighth-grade to eleventh-grade level.
996
99715) Readability indexes measure ________, so they offer a useful reference point for improving your writing.
998B) sentence length
999
100016) Using short paragraphs will help you improve the readability of your business messages because
1001B) they can help you emphasize key ideas.
1002
100317) Business writers use bulleted and numbered lists to 
1004D) add decorative elements to their messages.
1005
100618) When you're writing a business message, use headings and subheadings to
1007E) group related paragraphs together.
1008
100919) Which of the following is not a technique for helping readers who skim your document?
1010B) keeping all sentences the same length
1011
101220) Skilled business writers
1013C) vary the length of their sentences.
1014
101521) When it comes to paragraph length,
1016D) use one-sentence paragraphs only occasionally, for emphasis.
1017
101822) When creating a list for a business document,
1019C) be sure to introduce it clearly.
1020
102123) Skillful writers use informative headings and subheadings to
1022B) guide readers to think a certain way about the topics covered.
1023
102424) The ________ assesses the readability of a document by ranking it on a 100-point scale.
1025C) Flesch Reading Ease score
1026
102725) ________ headings identify a topic but do little more; ________ headings guide readers to think in certain ways about a topic.
1028C) Descriptive; informative
1029
103026) When incorporating lists into a document, they should all use the same grammatical pattern, referred to as
1031E) parallelism.
1032
103327) To guide readers to think a certain way about a topic, incorporate
1034D) informative headings.
1035
103628) Although you should vary the length of paragraphs in your business messages, in general you should strive for short paragraphs.
1037Answer:  TRUE
1038
103929) Readers can get a more out of a document just by reading its descriptive headings than by reading its informative headings.
1040Answer:  FALSE
1041
104230) Briefly describe at least three advantages of using lists in business documents.
1043Answer:  Lists can show the sequence of your ideas, heighten their impact visually, and help readers find your key points. They also provide readers with clues, simplify complex subjects, highlight the main point, break up the page visually, ease the skimming process, and give readers a breather.
1044
104531) What three functions do effective headings serve in business documents? Explain each one.
1046Answer:  Headings contribute to the document's organization by showing the reader at a glance how the document is organized. They act as labels to group related paragraphs and organize material into short sections. Headings also control the reader's attention, making the text easier to read and helping the audience find the parts they need to read—or skip. Finally, headings help readers make connections between subordinate ideas and main ones.
1047
104832) Briefly explain the difference between descriptive headings and informative headings.
1049Answer:  Whereas descriptive headings do little more than identify a topic, informative headings guide readers to think in certain ways about the topic of your message. Well-written informative headings are self-contained, which means a reader can read just the headings and subheadings and understand them without reading the rest of the document.
1050
105133) Readability indexes are useful when determining
1052E) number of syllables.
1053
105434) To best convey complex ideas, use a 
1055E) long sentence.
1056
105735) When you're editing a document for conciseness,
1058E) eliminate awkward references.
1059
106036) Which of the following is an example of a hedging sentence?
1061A) The employee's performance appears to be less than satisfactory.
1062
106337) What is wrong with the following sentence? "To waste time and missing deadlines are bad habits."
1064A) Similar ideas are not parallel.
1065
106638) What is wrong with the following sentence? "Having stalled for two days, the assignment was now late."
1067
1068B) It contains a dangling modifier.
1069
107039) When ________ are strung together as modifiers, they should be replaced with a single well-chosen word to make the sentence easier to read. 
1071D) nouns.
1072
107340) Word endings such as -ion, -ing, and -ment often change verbs into nouns and are referred to as
1074C) camouflaged verbs.
1075
1076
107741) "The above-mentioned book" is an example of
1078D) an awkward reference. 
1079
108042) Which of the following sentences is the most concisely worded?
1081D) The project manager must give the engineers the revised specifications before the project starts.
1082
108343) "Visible to the eye" is an example of
1084B) a redundancy.
1085
108644) Starting a sentence with "It is" or "There are" is
1087A) usually a sign that the sentence could be shorter and more active.
1088
1089
109045) Because mobile users consume information one screen at a time, you should ________ when you're writing to them.
1091C) divide your message into independent, easy-to-consume bites
1092
109346) A ________ uses words such as may and seems to avoid stating a judgment or fact directly.
1094A) hedging sentence
1095
109647) When you have two or more similar ideas to express in writing, use parallelism to
1097A) show that the ideas are related.
1098
109948) A ________ is a verb that has been changed into a noun or an adjective.
1100D) camouflaged verb
1101
1102
110349) Word combinations such as basic fundamentals, anonymous stranger, and future plans are examples of 
1104B) redundancies.
1105
110650) Which of the following will best improve the message's readability?
1107C) using headings and subheadings 
1108
110951) Many changes made to improve clarity will also improve
1110E) conciseness.
1111
111252) To edit for conciseness,
1113A) eliminate wordy phrases.
1114
111553) You can improve the clarity of your messages if you break up overly long sentences into shorter sentences.
1116Answer:  TRUE
1117
111854) When you're using digital media to write a message, you don't need to worry about grammar, spelling, or clarity.
1119Answer:  FALSE
1120
112155) Briefly describe two strategies for clarifying sentence structure.
1122Answer:  Keep the subject and predicate of a sentence as close together as possible, and keep adjectives, adverbs, and prepositional phrases as close as possible to the words they modify.
1123
112456) Explain the steps involved in editing documents for clarity.
1125Answer:  Editing for clarity involves breaking up overly long sentences and rewriting sentences that contain hedging (words such as may and seems). It also requires imposing parallelism, or using the same grammatical pattern to express two or more similar ideas. Correcting dangling modifiers is another necessary step, along with rewording long noun sequences. Improving the clarity of a document also involves eliminating camouflaged verbs, clarifying sentence structure and awkward sentences, and moderating your enthusiasm.
1126
112757) Explain why editing for conciseness is important, then list the four steps it involves.
1128Answer:  Editing business documents for conciseness is important because readers appreciate it and are more likely to read your documents if you have a reputation for efficient writing. Improving the conciseness of a message involves removing unnecessary words and phrases, shortening long words and phrases, and eliminating redundancies. It also requires shortening sentences that begin with indefinite pronouns such as it and there.
1129
113058) Rewrite the following sentence to improve clarity and avoid the long noun sequence: "The financial estimates and accounting consulting firm will be closed next week."
1131Answer:  The consulting firm that provides financial estimates and accounting services will be closed next week.
1132
113359) Rewrite the following sentence to avoid camouflaged verbs: "The customer will ultimately make a determination about whether a purchase will occur."
1134Answer:  The customer will ultimately decide whether to purchase.
1135
113660) Rewrite the following sentence to eliminate the unnecessary phrases: "In view of the fact that the customer service department is closed, we do not have the capability of offering refunds until such a time as they reopen."
1137Answer:  We can offer refunds as soon as the customer service department opens.
1138
113961) Rewrite the following sentence to eliminate redundancies: "The engineers collaborated together in order to produce the uniquely original final outcomes of their research."
1140Answer:  The engineers collaborated to produce original research.
1141
114262) To make your messages mobile friendly,
1143B) divide the message into easy to consume bites.
1144
114563) Businesspeople who compose messages for mobile devices should
1146A) keep formats simple.
1147
114864) Like the tone of your language, ________ can be too formal, just right, or too informal for a given message. 
1149A) spacing
1150
115165) The ________ of a message involves the total effect of elements such as page or screen design, typography, and graphics.
1152C) production quality
1153
115466) The term type style refers to
1155B) any modification that lends contrast or emphasis to type.
1156
115767) For effective document design in business communication, you should
1158C) let "simpler" and "fewer" be your guiding concepts.
1159
116068) Using white space in a document
1161D) provides visual contrast.
1162
116369) According to your textbook, lines of text that are justified are
1164A) set flush or aligned vertically on both the right and left.
1165
116670) Centered type is commonly used for
1167C) headings and subheadings.
1168
116971) For most printed business messages, use a type size of ________ for regular text and ________ for headings and subheadings.
1170B) 10 to 12 points; 12 to 18 points
1171
117272) Which one of the following is usually included in a typical memo format?
1173C) a subject line
1174
117573) When selecting typefaces for most business documents, you should
1176A) generally avoid using more than two typefaces on a page.
1177
117874) Any space in a message that doesn't contain text or artwork, both in print and online, is considered to be
1179D) white space.
1180
118175) The term ________ refers to the physical design of letters, numbers, and other text characters.
1182C) typeface
1183
118476) ________ such as Times New Roman and Garamond have small cross lines at the ends of each letter stroke.
1185B) Serif typefaces
1186
118777) To achieve an effective design, pay careful attention to 
1188B) consistency, restraint, and detail.
1189
119078) The ________ of a message sends a nonverbal message to the reader that may influence their perception of the communication. 
1191E) visual design
1192
119379) White space provides ________ for the reader.
1194A) resting points
1195
119680) When producing a document for mobile technology, the preferred typeface is ________ because screens have lower resolution than printed text.
1197B) sans serif
1198
119981) Think in "small chunks" of information when writing for someone who'll read your message on a smartphone.
1200Answer:  TRUE
1201
120282) Because the first thing that readers will notice about your message is its appearance, you should pay special attention to design and page layout.
1203Answer:  TRUE
1204
120583) To make your message more interesting and accessible, you should use as many design elements and decorative touches as possible.
1206Answer:  FALSE
1207
120884) To draw attention to important points or terms italic type is more effective than boldface.
1209Answer:  FALSE
1210
121185) Why is it important to select the right typeface for a business message?
1212Answer:  Typeface refers to the physical design of letters, numbers, and other text characters. Typeface influences the tone of your message, making it look authoritative or friendly, businesslike or casual, classic or modern, and so on. Be sure to choose fonts that are appropriate for your message; many of the fonts on your computer are not appropriate for business use.
1213
121486) Identify and discuss four techniques you can to make the content of a message "mobile friendly."
1215Answer:  The following techniques will help you format content for mobile devices: Think in small chunks. Mobile users consume information one screen at a time; so divide your message into independent, easy-to-consume bites. Use plenty of white space. Keep paragraphs short (4-6 lines) and separate them with blank lines so the reader's eyes can easily jump from one point to the next. Keep formats simple. Avoid anything that can interfere with fast, easy reading: e.g., busy typefaces, complex graphics, and complicated layouts. Consider horizontal and vertical layouts. Most mobile devices allow users to rotate their screen content from horizontal to vertical. A layout that doesn't work well with the narrow vertical perspective might be acceptable at the wider horizontal perspective.
1216
121787) When you're proofreading a workplace document, treat the process as a
1218C) methodical procedure in which you look for specific problems that may occur.
1219
122088) Which of the following techniques can help you proofread more effectively?
1221A) Read each page backward, from the bottom to the top.
1222
122389) During the proofreading process, if you plan to focus on writing errors, look at 
1224A) grammar errors.
1225
122690) According to professional proofreaders, ________ will help to ensure high-quality results.
1227B) concentrating on what you're doing
1228
122991) In order to do an effective job at proofreading a document,
1230B) go through the document several times.
1231
123292) According to your textbook, proofreading is
1233B) the quality inspection stage for a document.
1234
123593) When proofreading a document, design and format errors include
1236D) problems with page numbers and page breaks.
1237
123894) Explain the importance and process of proofreading.
1239Answer:  Proofreading is important because it is your last chance to make sure that your document is ready to carry your message – and your reputation – to the intended audience. When proofreading, you should check the document for errors from the writing, design, and layout stages, and mistakes that crept in during production. More specifically, you should be on the lookout for writing errors (such as typographical mistakes and misspelled words), missing elements (text sections and visual aids), and design and formatting errors (such as incorrect font selections and page numbers).
1240
124195) When considering the cost of distributing a message, be sure to consider 
1242A) the nonverbal message you send.
1243
124496) The amount of work involved in receiving a message is an aspect of 
1245B) convenience.
1246
124797) Because of security concerns, files should be sent 
1248C) as PDF files.
1249
125098) When sending large files, use ________ to shrink the size of the email attachment. 
1251E) recordable media 
1252
125399) When determining the best way to distribute a message, which of the following should be considered?
1254E) all of the above100) Describe four important issues to consider when distributing business messages.
1255Answer:  The first issue is cost. Although it won't be a concern for most messages, it may well be for lengthy reports or multimedia productions. It's vital to invest wisely depending on the importance of your message. Another issue is convenience: how much work is involved for you and your audience? The simplest distribution method is not always best, since what's convenient for you may come across as unprofessional to your audience. Time is also important to take into consideration: how soon does the message need to reach the audience? The distribution method you choose should reflect your audience's preferences and needs. Finally, security and privacy are key considerations. The convenience offered by IM and other technologies needs to be weighed against security and privacy concerns. To minimize potential risks associated with virus-prone email attachments, you can convert your documents to PDF files using Adobe Acrobat or an equivalent product.
1256
1257Excellence in Business Communication, 12e (Thill/Bovee)
1258Chapter 7   Crafting Messages for Digital Channels
1259
12601) Marketers can use ________ to link the virtual world of online social networking with the physical world of retail stores.
1261B) location-based social networking
1262
12632) When it comes to writing messages in today's business environment,
1264B) printed messages are still preferred for formal correspondence or a court of law.
1265
12663) Training content on a mobile device that is provided as workers are learning tasks is referred to as 
1267E) augmented reality.
1268
12694) Using "teasers" in electronic media as a way to pull readers or listeners into a story or other document
1270C) is acceptable, as long as the payoff is valuable and legitimate.
1271
12725) When you're posting comments on social media,
1273D) provide short "chunks" of information that can help others who visit the site.
1274
12756) The term ________ represents the use of game thinking in mobile apps and web services to engage audiences.
1276A) gamification
1277
12787) The use of ________ represents a fundamental shift in business communication.
1279C) social media
1280
12818) Consuming large amounts of small pieces of information instead of reviewing a larger document is referred to as
1282C) content snacking.
1283
12849) Social media has the ability to increase ________, allowing stakeholders to better monitor business activities.
1285E) transparency
1286
128710) When writing for social media, one should
1288B) write informally, but carefully.
1289
129011) When a summary appears at the beginning of an article or webpage,
1291E) it acts as a miniature version of the document.
1292
129312) Marketers use microblogging systems to send ________ that withhold key information, in order to attract the attention of current and prospective customers.
1294A) teasers
1295
129613) A ________ is the online equivalent of recorded radio or video broadcasts.
1297A) podcast
1298
129914) Twitter-ready bites of information, extracted from a blog post or other message, are called
1300B) tweetables.
1301
130215) ________ for electronic media include conversations, comments and critiques, orientations, summaries, and narratives.
1303B) Compositional modes
1304
130516) Because each electronic medium has unique requirements, basic communication skills do not usually transfer from one system to another.
1306Answer:  FALSE
1307
130817) Smartphones and tablets are ideal for mobile blogging.
1309Answer:  TRUE
1310Explanation:  Smartphones and tablets are ideal for mobile blogs or moblogs. The mobile capability is great for workers whose jobs keep them on the move and for special-event coverage such as live-blogging trade shows and industry conventions.
1311
131218) Gamification links the virtual world of online social networking with the physical world of retail stores and other locations.
1313Answer:  FALSE
1314
131519) Discuss how differentiating between various digital media tools can get complicated as systems and people use those tools in new and creative ways.
1316Answer:  The lines that differentiate digital media communication tools (e.g., instant messaging, texting, microblogging, and podcasting) often get blurry as systems expand their capabilities or people use them in new ways. For example, Facebook Messages integrates IM, text messages, and email capabilities, in addition to being a social networking system. Moreover, the mobile variants of digital technologies add another layer of challenges and opportunities for business communicators. For example, the ability to scan coded labels such as barcodes or the similar Quick Response (QR) codes attached to printed materials, products, or store windows (or the ability to pick up radio signals from near-field communication tags) gives smartphone users a way to get more information—from the companies themselves and from other consumers providing reviews on social websites.
1317
131820) List at least three general situations in which you would send a printed version of a business message instead of using an electronic medium.
1319Answer:  A printed message is especially appropriate (1) when you want to make a formal impression, (2) when you are legally required to provide information in printed form, (3) when you want to stand out from the flood of electronic messages your audience receives, and 
1320(4) when you need a permanent, unchangeable, or secure record.
1321
132221) Identify the nine compositional modes that apply to electronic media in the workplace.
1323Answer:  Communicating successfully with electronic media requires a wide range of writing approaches. Fortunately, you can write successful messages in virtually all electronic media by using one of the following compositional modes: conversations, comments and critiques, orientations, summaries, reference materials, narratives, teasers, status updates and announcements, and tutorials.
1324
132522) What is location-based social networking? Why is it important to business communication?
1326Answer:  Location-based social networking links the virtual world of online social networking with the physical world of retail stores and other locations. As mobile web use in general continues to grow, location-based networking promises to become an important business communication medium because mobile consumers are a significant economic force – through the purchases they make directly and through their ability to influence other consumers
1327
132823) Online services that help people and organizations form connections and share information are generally referred to as
1329D) social networks.
1330
133124) Networks that focus on a particular function or audience are known as
1332B) public, specialized networks.
1333
133425) In an organization, the ________ is the social media interface between a company and its external stakeholders. 
1335D) community manager
1336
133726) Social networks are used for many business communication needs because the networks can 
1338A) integrate the company work force.
1339
134027) People who engage in similar work, even though they might be geographically dispersed, are known as 
1341C) communities of practice.
1342
134328) A community of interest that forms around a specific product is sometimes called a 
1344D) brand community.
1345
134629) The measure of how effectively a company engages with online stakeholders is
1347A) brand socialization.
1348
134930) ________ involves using social networks and social media to give customers a convenient way to get help from a company.
1350C) Social customer service
1351
135231) Providing free information that is valuable to the audience but also helps a company build closer ties with customers is called
1353E) content marketing.
1354
135532) To make it easier for people to find and follow an organization, all social media from the organization should be organized in a central hub, a
1356C) web presence that anchors the online presence.
1357
135833) One strategy an organization should use to build its social network is to 
1359E) maintain a persistent online personality.
1360
136134) Social networks are a natural tool for bringing together ________, people who engage in similar work, and ________, people who share enthusiasm for a particular product or activity.
1362C) communities of practice; communities of interest
1363
136435) Companies can use a research technique called ________ to track social networks and other media to (1) take the pulse of public opinion and (2) identify opinion makers.
1365B) sentiment analysis
1366
136736) A company can use ________ as a measure of how effectively it is engaging its various online stakeholders in a mutually beneficial exchange of information.
1368A) brand socialization
1369
137037) The practice of content marketing involves ________, in order to build closer ties with current and potential online customers.
1371D) offering free information that's valuable to community members
1372
137338) Explain the role of a community manager at the workplace.
1374Answer:  With the rise in social media over the past few years and its transformative effect on business, community manager is one of the hottest new jobs in business. In the narrowest sense, a community manager is the social media interface between a company and its external stakeholders. More broadly, some community managers also plan and manage corporate events and oversee customer support operations. In smaller firms, the community manager might be the sole voice in a company's social media presence (running its Twitter account and Facebook pages, for example). In larger firms, the job often entails supervising a team of people who carry out a broad range of audience-engagement activities.
1375
137639) How can internal social networks foster collaboration and build communities within the organization?
1377Answer:  Just as public networks can bring friends and family together, internal social networks can help companies grow closer, including helping new employees navigate their way through the organization, finding experts, mentors, and other important contacts; encouraging workforces to "jell" after reorganizations or mergers; and overcoming structural barriers in communication channels, bypassing the formal communication system to deliver information where it is needed in a timely fashion. Networks can play a major role in collaboration by identifying the best people, both inside the company and in other companies, to collaborate on projects; finding pockets of knowledge and expertise within the organization; giving meeting or seminar participants a way to meet before an event and to maintain relationships after an event; accelerating the development of teams by helping members get to know one another and to identify individual areas of expertise; and sharing information throughout the organization.
1378
137940) When using social networking for personal branding and company communication, why is it important to anchor your presence in a central hub?
1380Answer:  Although it's important to join those conversations and be visible where your stakeholders are active, it's equally important to anchor your presence at your own central hub–a web presence you own and control. This can be a combination of a conventional website, a blog, and a company-sponsored online community, for example. Use the hub to connect the various pieces of your online "self" (as an individual or a company) to make it easier for people to find and follow you. For example, you can link to your blog from your LinkedIn profile or automatically post your blog entries into the Notes tab on your Facebook page.
1381
138241) A ________ is a social media site where users, not owners, contribute most of the content.
1383B) user-generated content site
1384
138542) Community Q&A sites offer opportunities for building your personal brand. When you're responding to an individual's question, keep in mind that
1386E) you're responding in advance to anyone who has the same question and visits the site.
1387
138843) RSS feeds can benefit readers who want to subscribe to timely updates from websites or to aggregate feeds from many sites. However, a drawback to RSS feeds involves the "fire-hose effect" of
1389C) getting so many feeds so fast that it's impossible to manage them.
1390
139144) As an alternative to newsfeeds, ________ involves aggregating (gathering) and curating (sorting, categorizing, and presenting) information on a particular topic in a way that makes it convenient for targeted readers.
1392B) content curation
1393
139445) YouTube, Wikipedia, and Twitter are popular examples of
1395B) user-generated content sites.
1396
139746) Starbucks Coffee, Animal Planet, and Turner Classic Movies offer videos to their followers via their ________ on YouTube.
1398C) branded channels
1399
140047) Many companies have formal email policies that include restrictions on sending
1401E) all of the above.
1402
140348) Which of the following will help you write effective email messages?
1404B) avoid sending long, complex messages
1405
140649) Email messages
1407B) should be written with the assumption that they will be stored forever.
1408
140950) The subject line of an email message
1410B) helps recipients decide whether to read the message.
1411
141251) Because many email programs display the first few words or lines of incoming messages, you should
1413C) treat the first sentence of the message as an extension of your subject line.
1414
141552) When you're writing email messages in the workplace, remember that business emails
1416A) require a higher level of quality than personal emails.
1417
141853) Which one of the following is a planning step in creating effective email messages?
1419A) following company email guidelines and policies
1420
142154) A(n) ________ includes items such as your name, title, company, and contact information at the end of your email messages.
1422B) email signature
1423
142455) Some email users employ ________ to express emotional nuances in casual or informal email messages.
1425A) emoticons
1426
142756) The ________ of an email is important because it helps readers decide whether to read the message or delete it.
1428A) subject line
1429
143057) Email hygiene refers to
1431C) all the efforts companies make to keep email clean and safe.
1432
143358) In business communication, email is often replaced by other tools that provide better support for instant communication and real-time collaboration.
1434Answer:  TRUE
1435
143659) In a court of law, email messages and other electronic documents can have the same weight as printed documents.
1437Answer:  TRUE
1438
143960) An effective email subject line is very short and describes only the general topic of the message.
1440Answer:  FALSE
1441
144261) Spelling, punctuation, and grammar don't matter in email; getting your message out quickly should be your only concern.
1443Answer:  FALSE
1444
144562) Explain how inappropriate use of email at work can lead to legal problems.
1446Answer:  The consequences of bad writing or poor judgment in email can be serious. For example, email messages and other electronic documents have the same legal weight as printed documents, and they are often used as evidence in lawsuits and criminal investigations.
1447
144863) What are emoticons? Why are they controversial in business communication?
1449Answer:  Email is a lean medium, so expressing emotional nuances in an email message will challenge even experienced communicators. Therefore, users of email (IM and texting too) have developed emoticons to express emotions in casual communication. Over the years, using emoticons in business communication has been widely regarded as unprofessional. Recently, though, more professionals seem to be using them, particularly for communication with close colleagues, even as other professionals still view them as evidence of lazy or immature writing. Given these conflicting perspectives, think carefully before including an emoticon in a workplace email. As a rule, avoid emoticons for all types of external communication and for formal internal communication, and avoid those bright yellow graphical emoticons in all business communication.
1450
145164) Which of the following is a compelling advantage of IM in the workplace?
1452B) IM closely resembles one-on-one conversations.
1453
145465) Compared to email, instant messaging (IM)
1455D) offers greater speed.
1456
145766) When using IM to communicate with clients and vendors, your greatest concern is likely to be
1458A) incompatibility between your company's IM system and the systems your vendors and clients use.
1459
146067) Advantages of using IM rather than email include
1461C) its ability to hold real-time text conversations.
1462
146368) An unsolicited IM from a company informing you of their great rates on vacations in Hawaii is an example of
1464C) spim.
1465
146669) You can plan for important business exchanges via IM by viewing them as
1467B) conversations with specific goals in mind.
1468
146970) In order to use instant messaging (IM) productively in the workplace,
1470C) treat IM as a professional communication medium.
1471
147271) As it pertains to instant messaging, ________ involves making sure that online correspondents are really who they appear to be.
1473D) user authentication
1474
147572) The ________ feature of instant messaging enables users to see which people are at their desks and available to IM.
1476B) presence awareness
1477
147873) In an organization, the use of ________ would be most effective when updating employees at remote locations during a time of emergency.
1479B) text messages
1480
148174) What are the characteristics of an effective email subject line?
1482Answer:  An effective subject line is both informative and compelling, and captures the audience's attention. It does more than just describe or classify message content. It also builds interest with key words, quotations, directions, or questions.
1483
148475) List at least three drawbacks of using instant messaging in business.
1485Answer:  Potential disadvantages of using IM in business include (1) security problems such as computer viruses, network infiltration, and intercepted messages; (2) the need for user authentication; (3) the challenge of logging messages for later review and archiving; and (4) spim (unsolicited commercial messages, similar to email spam).
1486
148776) Explain how to apply the three-step writing process to instant messages.
1488Answer:  Although instant messages are often conceived, written, and sent within a matter of seconds, the principles of the three-step process still apply. In planning instant messages, view every IM exchange as a conversation and take a moment to plan the overall exchange. Think through the specific needs of your audience, and try to deliver information in a coherent, complete way that minimizes the number of individual messages required. When writing instant messages, remember that the appropriate writing style for business IM is more formal than the style you may be accustomed to with personal IM or text messaging. Avoid IM acronyms except when communicating with close colleagues. The completing phase is easy when it comes to IM. Once you've selected some basic font settings that apply to all your messages, you generally don't need to do anything in terms of producing each message, and distributing is as simple as clicking the "send" button. However, don't skip over the revising and proofreading tasks, and make sure your message contains all the necessary information.
1489
149077) What opportunities and challenges are associated with the use of instant messaging in the workplace?
1491Answer:  The benefits of using IM in the workplace include rapid response to urgent messages, lower cost than phone calls, ability to mimic conversation more closely than email, and availability on a wide range of devices and systems. In addition, because it resembles one-on-one conversation, IM's harder to misuse as a one-to-many broadcast method. However, IM is not without its drawbacks. IT departments that maintain IM platforms are challenged by security issues, user authentication, logging and archiving messages, incompatible IM platforms, and spim. Finally, because IM is a lean medium, it lacks nonverbal cues, which increases the chances of miscommunication.
1492
149378) The ability to update content quickly and easily makes ________ a natural medium when communicators want to get messages out in a hurry.
1494C) blogs and microblogs
1495
149679) Which of the following is important when you're completing messages for your blog?
1497B) evaluating the content and readability of your message
1498
149980) Many companies are now using ________ to replace or supplement some conference calls, training courses, and other communication activities.
1500E) podcasts
1501
150281) When you're applying the three-step writing process to blogging, the planning step will include
1503B) targeting the audience that you intend to reach.
1504
150582) Many businesses now use blogs to
1506A) keep project teams up to date.
1507
150883) If you do not have a constant supply of new information to post on a business blog,
1509C) you should create a traditional website instead.
1510
151184) When you're creating a blog, include one or more ________ so that your audience can receive headlines and blog-post summaries automatically.
1512B) newsfeed options
1513
151485) If a customer uses the comment feature to criticize the content of your business blog,
1515A) you should respond promptly and honestly.
1516
151786) When you're blogging for business,
1518B) apply the three-step writing process as you would for any other business message.
1519
152087) Which of the following would be the most effective headline for a new posting on a business blog?
1521D) Seven Reasons To Switch Your Smartphone Carrier
1522
152388) Twitter users consider ________ to be the most valuable kind of tweets.
1524C) engaging messages, such as asking followers for advice
1525
152689) Retweeting is the practice of forwarding messages from other Twitter users. It is the microblogging equivalent of
1527B) using content curation to share content from other bloggers.
1528
152990) Writing "teasers" on microblogging sites can be effective, as long as the payoffs to which they lead are valuable and legitimate.
1530Answer:  TRUE
1531
153291) Compared to blogs, podcasts are
1533B) more difficult to edit.
1534
153592) One of the greatest drawbacks to using podcasts in business is
1536C) the challenge listeners face when trying to find specific parts of the message.
1537
153893) When organizing content for a podcast, steering devices such as ________ are especially important. 
1539D) transitions
1540
154194) In terms of the three-step writing process, podcasts differ mostly from written messages in the ________ step.
1542C) completing
1543
154495) A ________ offers regular podcasts on a consistent theme, designed for a public audience.
1545C) podcasting channel
1546
154796) One of the biggest attractions of podcasting is
1548E) the conversations, person-to-person feel of the recording.
1549
155097) Always read from a prepared script when creating podcasts for business.
1551Answer:  FALSE
1552
155398) The completing step is where podcasting differs most dramatically from written communication.
1554Answer:  TRUE
1555
155699) Give at least three examples of how podcasts could replace more traditional message formats in business.
1557Answer:  (Answers may vary.) Real estate agents could record audio podcasts that potential homebuyers could listen to while walking through homes. Marketing departments could replace expensive printed brochures with video podcasts that demonstrate new products in action. Human resource departments could use podcasts to offer video tours of their companies to entice new recruits.
1558
1559100) When creating podcasts for business, should you script them entirely and read them word-for-word? Briefly explain your answer.
1560Answer:  In podcasts, it is generally best to speak from an outline and notes rather than from a script. One of the attractions of podcasting is the conversational, person-to-person feel of the recordings. A scripted performance can reduce or eliminate these characteristics.
1561
1562Chapter 9   Writing Negative Messages
1563
15641) During the process of composing a negative message, you should try to
1565B) gain the reader's acceptance of the bad news.
1566
15672) When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message.
1568A) analyze the situation carefully
1569
15703) If you must deliver bad news, determine ________ to help you choose the direct or indirect approach for delivering the message.
1571B) how important the news is to the reader
1572
15734) Consider the following statements. Which one of them is phrased in a negative way?
1574C) Your payment is late.
1575
15765) When you're writing a negative message, use ________ to take some of the sting out of the bad news and to help your reader accept the message and move forward.
1577B) clarity and sensitivity
1578
15796) One of the primary goals of a negative message is to
1580D) gain acceptance for the bad news.
1581
15827) Use the ________ to deliver bad news, if you have to get the reader's attention immediately.
1583C) direct approach
1584
15858) When composing negative messages, don't use language that
1586D) pinpoints the reader's shortcomings.
1587
15889) Use the ________ when you must deliver bad news, if your audience has an emotional investment in the situation.
1589D) indirect approach
1590
159110) Use the ________ if you must deliver bad news that will shock or surprise your audience.
1592A) indirect approach
1593
159411) When you need to maintain a close working relationship with someone to whom you are sending a negative message, you should generally
1595B) analyze the situation carefully.
1596
159712) Using the direct approach for negative messages
1598A) makes a shorter message possible.
1599
160013) Which of the following is not a goal when communicating negative information?
1601C) to minimize damage to goodwill as much as possible
1602
160314) To avoid awkward situations, it is best to deliver bad news for employees in writing whenever possible.
1604Answer:  FALSE
1605
160615) You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.
1607Answer:  TRUE
1608
160916) What are your five main goals when delivering bad news?
1610Answer:  In any negative message, your main goals are to (1) convey the bad news, (2) gain acceptance for it, (3) maintain as much goodwill as possible, (4) maintain a good image for your organization, and (5) (if appropriate) reduce or eliminate the need for future correspondence on the matter.
161117) Rewrite the following negative message using positive words rather than negative ones: "Since you failed to send payment, we cannot ship your order."
1612Answer:  By sending payment promptly, you can receive your order within 5 business days.
1613
161418) If you're using the direct approach to deliver a negative message,
1615B) state the bad news at the beginning.
1616
161719) When you deliver negative messages, you
1618C) should use language that conveys respect.
1619
162020) If you choose to apologize in a negative message, you should
1621C) be sincere and make it a true apology.
1622
162321) Explaining negative news in the body of your message
1624E) is often helpful when you're writing to an important customer.
1625
162622) When it comes to apologizing for corporate mistakes, judges, juries, and plaintiffs tend to
1627C) be more forgiving of companies that apologize.
1628
162923) When you're closing a message about an error that your company made, explaining the steps being taken to avoid similar mistakes in the future
1630D) can underscore the sincerity of an apology.
1631
163224) Use the direct approach for negative messages, if the message will have a relatively minor impact on the audience.
1633Answer:  TRUE
1634
163525) An advantage of the direct approach for communicating bad news is that it keeps the message short.
1636Answer:  TRUE
1637
163826) What are the two benefits of stating the bad news at the beginning of a negative message?
1639Answer:  Stating the bad news at the beginning makes a shorter message possible and requires less time for the audience to reach the main idea of the message.
1640
164127) Briefly describe the elements of a negative message that uses the direct approach.
1642Answer:  The opening should start with a clear statement of the bad news. The body should give the reasons for the bad news, and the closing should end with a positive statement aimed at maintaining a good relationship with the audience.
1643
164428) Instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader.
1645B) buffer statement
1646 
164729) You can use an agreement strategy to write an effective buffer statement if you
1648D) discover a point on which you and the reader share similar views.
1649
165030) The buffer of a negative message
1651A) should be neutral and noncontroversial.
1652
165331) A well-written buffer can
1654D) indicate empathy with the audience.
1655
165632) One important goal of a buffer is to
1657B) establish common ground with your reader.
1658
165933) In the reasons section of a negative message, you should
1660A) prepare the reader for the negative news.
1661
166234) One way to be tactful when giving your reasons for bad news is to
1663B) focus on facts and imply the bad news.
166435) According to the indirect approach for delivering bad news, you should place the negative news
1665C) immediately after the reasons.
1666
166736) According to your textbook, which of the following techniques is a best practice for delivering bad news?
1668D) Deemphasize it visually and grammatically.
1669
167037) If you ________, you can close a negative message in a positive way.
1671C) repeat the bad news
1672
167338) In a negative message, the explanation section should
1674C) lead readers to your conclusion before you state it.
1675
167639) With the exception of ________, all of the following guidelines can help you close a negative message on a respectful note.
1677D) promising an optimistic future outcome
1678
167940) Consider the following statement: "Our profits, which have been disappointing, are only part of the total picture." This statement uses a ________ to deliver negative news.
1680B) parenthetical expression
1681
168241) When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"
1683C) is likely to cause pain and anger in the reader.
1684
168542) When rejecting a request because of company policy, you should
1686C) explain the policy so the audience can try to meet the requirements later.
1687
168843) Encouraging additional communication in the close of a negative message
1689B) should be avoided unless you are truly willing to discuss the matter further.
1690
169144) When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.
1692Answer:  TRUE
1693
169445) You can deemphasize bad news by minimizing the space or time devoted to it.
1695Answer:  TRUE
1696
169746) Briefly describe the elements of a negative message that uses the indirect approach.
1698Answer:  Begin with a buffer (a neutral statement that sets the stage for the bad news). Follow with the reasons for the bad news, then state the bad news as diplomatically as possible. Emphasize any good news and de-emphasize the bad. End with a positive, forward-looking statement that is helpful and friendly and tries to preserve goodwill.
1699
170047) List three techniques for deemphasizing bad news.
1701Answer:  Three methods for deemphasizing bad news are (1) minimize the space or time you devote to the bad news, (2) subordinate your bad news in a complex or compound sentence, and (3) embed bad news mid-paragraph or use parenthetical expressions.
1702
170348) You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?
1704Answer:  (1) Will the bad news come as a shock to my audience? (2) Does the audience prefer short messages that get right to the point? (3) How important is this news to my audience? (4) Do I need to maintain a close working relationship with the audience? (5) Do I need to get the audience's attention? (6) What is my organization's preferred style for delivering bad news?
1705
170649) What four guidelines should you follow in writing effective closings to negative messages?
1707Answer:  (1) Avoid a negative or uncertain conclusion—there's no need to refer to, repeat, or apologize for the bad news. (2) Manage future correspondence. Don't encourage additional communication unless you're willing to discuss your decision in more detail. (3) Be optimistic about the future instead of anticipating problems with statements such as, "Should you have any further problems, please let me know." (4) Be sincere, avoiding meaningless clichés.
1708
170950) Employees who observe illegal or unethical behavior in the workplace may resort to ________, if they're unable to resolve the problems through normal channels.
1710C) whistleblowing
1711
171251) When you must deliver bad news in the workplace, remember that
1713C) delaying, downplaying, or distorting the news may be unethical or illegal.
1714
171552) When you must deliver negative messages in the workplace, strive to maintain high standards of ethics and etiquette because
1716A) laws and regulations dictate content and delivery of many business messages.
1717
171853) Employees who engage in whistleblowing
1719C) are, in many cases, providing vital information to their employers.
1720 
172154) In most cases, withholding or delaying negative information in the workplace
1722C) may be unethical or illegal.
1723
172455) When considering sharing bad news within an organization, managers must commit to 
1725E) listening when employees have negative information to share. 
1726
172756) When the audience is aware of the possibility of negative news, the writer should
1728B) consider how emotionally involved the reader will be with the message.
1729
173057) When providing reasons and additional information for the bad news, the writer should
1731E) adjust the amount of detail to fit the audience and the situation.
1732
173358) Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."
1734Answer:  This type of blender should not be cleaned in the dishwasher.
1735
173659) When you are refusing a routine request from someone in an established relationship, you
1737A) should use the indirect approach.
1738
173960) Do all of the following except ________ if you must refuse a claim.
1740B) argue heatedly for your point of view
1741
174261) Your communication goals should include ________ if you're sending bad news about transactions.
1743A) modifying the customer's expectations
1744
174562) If the stakes are high for you or your receiver, use a(n) ________ to deliver negative information.
1746C) indirect approach
1747
174863) Negative messages about business transactions are designed to
1749B) explain how you plan to resolve the situation.
1750
175164) Whether or not you should apologize when delivering bad news about transactions depends mainly on
1752E) if you didn't meet agreed upon expectations.
1753
175465) A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for a refund?
1755B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
1756
175766) To avoid being accused of defamation, you should
1758C) avoid any kind of behavior that could be considered abusive.
1759
176067) In refusing a customer's request for an adjustment, you become concerned about possible defamation charges. What should you do?
1761C) Consult your company's legal advisors.
1762
176368) When making negative announcements about routine business matters,
1764
1765B) the indirect approach is best in most cases.
1766
176769) Offering discounts on future purchases, free merchandise, or other considerations in negative messages about business transactions
1768E) can go a long way to rebuilding a customer's confidence in your company.
1769
177070) When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.
1771Answer:  FALSE
1772
177371) One way to avoid being accused of defamation is to stick to the facts when communicating with customers.
1774Answer:  TRUE
1775
177672) List at least three guidelines that can help you avoid being accused of defamation.
1777Answer:  (1) Refrain from using any kind of abusive language; (2) Provide accurate information and stick to the facts; (3) Never let anger or malice motivate your messages; (4) Consult your company's legal advisers whenever you think a message might have legal consequences; 
1778(5) Communicate honestly; (6) Emphasize a desire for a good relationship in the future.
1779
178073) When you need to inform employees that a benefit or privilege will be eliminated,
1781B) minimize the impact of the bad news by presenting it in as positive a light as possible.
1782
178374) Social media and other communication technologies have created a major new challenge:
1784E) responding to online rumors and attacks on a company's reputation.
1785
178675) When responding to rumors and countering negative information in a social media environment, a company should not
1787C) rely on its reputation to protect it.
1788
178976) A crisis management plan should
1790A) define operational procedures and outline communication tasks and responsibilities.
1791
179277) When a crisis hits, corporate communicators should
1793C) get top management involved immediately.
1794
179578) As soon as a crisis hits, companies should set up a news center for company representatives and the media. Best practices for the news center will include all of the following except
1796A) releasing contact information for everyone involved.
1797
179879) With the increase in the use of social media, it is important to ________ those who don't follow the rules of ethical communication.
1799C) diligently guard and defend against
1800
180180) When preparing to respond to negative messages, it is important to consider 
1802B) the source, tone and content.
1803
180481) Proactive companies use social media to engage with their stakeholders as a long-term strategy.
1805Answer:  TRUE
1806
180782) Provide at least five guidelines to observe when making negative organizational announcements.
1808Answer:  (1) Match your approach to the situation—if the news is relatively minor, the direct approach may be best. If it will come as a shock, use the indirect approach. (2) Consider the unique needs of each group—not everyone needs the same information. (3) Give each audience enough time to react as needed. If a plant is closing, for example, employees may need months to find new jobs. (4) Give yourself enough time to plan and manage a response. Complaints and questions are likely to follow your announcement. (5) Look for positive angles but don't exude false optimism. (6) Minimize the element of surprise whenever possible. (7) Seek expert advice if you're not sure how to handle all aspects of the announcement.
1809
181083) When rejecting a job applicant, you can soften the blow by
1811A) expressing appreciation for his or her application.
1812
181384) Which of the following is the most effective close for a letter rejecting a job applicant?
1814D) I wish you the best in your job search. I am confident you will find a match for your skills and interests.
1815
181685) Which of the following can help you handle requests for recommendations in a social networking environment?
1817C) writing as much or as little as you're comfortable with sharing about the person
1818
181986) As a member of an online social network, the recommendations you write
1820C) become part of your online brand.
1821
182287) A letter rejecting a job applicant should
1823A) avoid explaining why he or she was not selected.
1824
182588) If you must give an employee a negative performance review,
1826B) support your claims with careful documentation.
1827
182889) When writing an employment termination letter, you should
1829B) clearly present the reasons for the action.
1830
183190) Performance reviews in the workplace are designed to
1832C) promote personal action plans for improving performance.
1833
183491) When you're appraising employee performance, ________ to support any decisions that need to be made about pay, promotions, or termination.
1835B) document performance problems
1836
183792) Which one of the following is not an essential element of writing termination messages in the workplace?
1838D) personal allegations
1839
184093) When terminating an employee,
1841E) make sure reasons are objectively verifiable.
1842
184394) Writing an effective performance review requires 
1844A) evaluating all employees consistently.
1845
1846
184795) To avoid a negative surprise during a performance evaluation, managers should
1848E) provide regular feedback and coaching throughout the year. 
1849
185096) When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary.
1851Answer:  TRUE
1852
185397) Define and discuss performance reviews.
1854Answer:  Performance reviews clarify job requirements, give employees feedback on their performance relative to those requirements, and establish a personal plan of action to ensure continued performance in the future. Performance reviews also help companies set organizational standards and communicate organizational values. In addition, they document evidence of performance in the event that disciplinary action is needed or an employee later disputes management decisions regarding pay or promotions.
1855
185698) Suppose you're a manager who has to write performance reviews. What can you do to help you prepare for writing a review that includes negative information?
1857Answer:  If you need to write a review that includes negative information, keep the following points in mind: Document performance problems. You will need this information in order to write an effective appraisal and to support any decisions about pay, promotions, or termination. Evaluate all employees consistently. Doing so is fair. It also helps protect the company from claims of discriminatory practices. Write in a calm, objective voice. The employee is not likely to welcome your negative assessment, but you can manage the emotions of the situation by maintaining professional reserve in your writing. Focus on opportunities for improvement. This information can serve as the foundation for an improvement plan for the coming year. Keep job descriptions up to date. If a job evolves over time in response to changes in the business, the employees' current activities may no longer match an outdated job description.
1858
185999) What are some viable options for refusing social networking recommendation requests?
1860Answer:  The situation with recommendations in a social networking environment is more complicated than with a traditional recommendation because the recommendations become part of your online profile. Fortunately, social networks provide more flexibility when it comes to responding to recommendation requests. You can simply ignore or delete the requests, or you can (as many people do) make it a personal policy to ignore requests from networkers they don't know. Another option is to refrain from making recommendations at all, and just letting people know this when they ask.
1861
1862100) Explain the characteristics of an effective letter rejecting a job applicant.
1863Answer:  Rejecting job applicants requires choosing your approach carefully—experts disagree on how much information to include in a rejection message, but the safest strategy is to avoid any explanations for the company's decision and to avoid making or implying any promises of future consideration. When writing a rejection message, be sure to personalize it by using the recipient's name, and then open with a courteous expression of appreciation for being considered. Convey the bad news politely and concisely, and avoid explaining why the applicant was rejected or why other applicants were chosen instead. Don't state or imply that the application will be reviewed later, and close with positive wishes for the applicant's career success.
1864
1865Chapter 10   Writing Persuasive Messages
1866
18671) In general, the best persuasive messages ________ the audience's motivations.
1868C) openly address
1869
18702) Marketers use quantifiable characteristics known as ________ and psychological characteristics known as ________ to help them understand the needs of an audience.
1871B) demographics; psychographics
1872
18733) As a human need that affects motivation, self-actualization involves the need to
1874C) reach one's full potential as a human being.
1875
18764) When you're writing a persuasive message, you can encourage a positive response by
1877C) understanding and respecting cultural differences.
1878
18795) Which of the following is an example of psychographic information?
1880C) lifestyle
1881
18826) Personality, lifestyle, and attitudes are assessed through
1883B) psychographic studies.
1884
18857) If you can't be sure which medium will be best to convey your persuasive message to a diverse audience, you should
1886C) use two or more media at the same time.
1887
18888) If a supervisor tells a worker who consistently arrives late, "I know you don't want to have your pay docked," the supervisor is addressing the worker's need for
1889A) safety and security.
1890
18919) Business professionals know that ________ is the attempt to change an audience's attitudes, beliefs, or actions.
1892C) persuasion
1893
189410) ________ information includes age, gender, occupation, income, and education.
1895A) Demographic
1896
189711) ________ data provides information about an individual's personality, attitudes, lifestyle, and other psychological characteristics.
1898C) Psychographic
1899
190012) The direct approach for persuasion
1901B) is effective for a receptive audience.
1902
190313) The best way to persuade an audience to do something is to
1904C) align your message with their existing motivation.
1905
190614) In persuasive messages, limiting your scope
1907C) is critical if your audience is to understand and accept your position.
1908
190915) Using polite language in persuasive messages
1910A) enhances the effectiveness of your arguments.
1911
191216) Suggesting that readers have made poor choices in the past
1913D) can inadvertently insult your audience, reducing the effectiveness of your persuasive message.
1914
191517) Differences in organizational culture
1916B) can profoundly affect the success of a persuasive message.
1917
191818) Establishing credibility in persuasive messages
1919E) is essential when you are trying to persuade a hostile or skeptical audience.
1920
192119) Using simple language in persuasive messages
1922A) helps avoid suspicions of fantastic claims and emotional manipulation.
1923
192420) The attempt to change an attitude, belief, or action is known as
1925E) persuasion.
1926
192721) When using persuasion to sell a product or idea, the goal is 
1928C) to present your offering in the best possible light.
1929
193022) When you're completing a persuasive message,
1931E) all of the above
1932
193323) Successful professionals understand that persuasion is the attempt to get your audience to make the choices you want them to make—even if those choices are not in their best interest.
1934Answer:  FALSE
1935
193624) Most persuasive business messages involve requests for action.
1937Answer:  TRUE
1938
193925) In preparing to write persuasive messages, what two categories of information are vital to understanding the needs of your audience?
1940Answer:  Demographics (the age, gender, occupation, income, education, and other quantifiable characteristics of your audience) are very important. Psychographics (the personality, attitudes, lifestyle, and other psychological characteristics of your audience) are also vital to consider in customizing your message for your audience.
1941
194226) When is it a good idea to use the direct approach for persuasive messages?
1943Answer:  Using the direct approach for persuasive messages can be effective when your audience is ready to hear your proposal or when you've been building your case through several indirect messages, and now it's time to make your request. In some cases, your request will be anticipated, so the direct approach is fine. When you have a close relationship with your audience and the message is welcome or at least neutral, the direct approach can be effective.
1944
194527) Describe at least five strategies for establishing credibility when preparing persuasive messages.
1946Answer:  (1) Use simple language. Your audience is likely to be cautious, watching for fantastic claims, insupportable descriptions, and emotional manipulation. (2) Support your message with facts. The more specific and relevant your evidence, the better. (3) Identify your sources. Tell your audience where your information comes from and who agrees with you. (4) Be an expert. Know your subject area thoroughly. (5) Establish common ground—help your audience identify with you by appealing to shared beliefs, attitudes, and background experiences. (6) Be objective. Your ability to acknowledge all sides of an issue will help you present fair and logical arguments. (7) Display your good intentions. Your willingness to keep your audience's best interests at heart will help you create ethical persuasive messages.
1947
1948
194928) Most persuasive messages combine
1950C) logical and emotional factors.
1951
195229) With regards to persuasive messages in social media, the AIDA approach is limited because it
1953B) focuses on one-time events.
1954
195530) Circular reasoning is a logical fallacy that involves
1956C) trying to support a claim by restating it in different words.
1957
195831) When you're composing a persuasive message, all of the following except ________ are common mistakes that you need to avoid.
1959B) promoting compromise
1960
196132) In a ________, your goal may be nothing more than convincing your audience to re-examine long-help opinions or admit the possibility of new ways of thinking.
1962B) persuasive presentation of ideas
1963
196433) When it comes to persuasive messages, the direct approach
1965B) is often preferable with an audience with whom you have a close relationship.
1966
196734) AIDA stands for
1968D) attention, interest, desire, action.
1969
197035) When using the AIDA approach to persuasion, which of the following would be the best opening to your message?
1971C) Are you spending way too much on prescription drugs?
1972
197336) The purpose of the interest section of a persuasive message is to
1974B) prompt the audience to imagine how the solution might benefit them.
1975
197637) When using the AIDA approach to persuasion, the closing should
1977A) urge the audience to take the action you are requesting.
1978
197938) An effective ending for a persuasive message would be:
1980A) Simply take the enclosed coupon to any of our service centers by June 15 for your free oil and filter change.
1981
198239) The key to a successful action phase in the AIDA model is
1983C) making the action you propose simple and easy.
1984
198540) The AIDA approach for persuasive messages is ideal when used with
1986B) the indirect approach.
1987
198841) An advertisement stating that a new product offers "freedom and comfort along with $20 savings per month" is using
1989D) both logical and emotional appeals.
1990
199142) An analogy lets you
1992A) reason from one specific piece of evidence to another specific piece of evidence.
1993
1994
199543) Which of the following uses a deductive approach to persuasion?
1996A) Because the stock market has been falling lately, share prices of our company stock will probably also decline.
1997
199844) When writing persuasive messages, one way to avoid faulty logic is to
1999D) avoid hasty generalizations.
2000
200145) One way to overcome audience resistance to your message is to
2002B) address possible concerns that your audience has.
2003
200446) When preparing a persuasive request for action, it is vital to
2005A) show you understand the audience's concerns.
2006
200747) When writing a persuasive request for action, you should
2008B) demonstrate that helping you will solve a significant problem.
2009
201048) When writing a persuasive letter for claims or adjustments, you should
2011B) use a confident and positive tone.
2012
201349) Persuasive messages often follow a specialized four-phase format called the
2014B) AIDA model.
2015
201650) The process of ________ works from a generalization to a specific conclusion.
2017B) deductive reasoning
2018
201951) Addressing alternative positions in a persuasive message
2020A) enhances your credibility and can strengthen your argument.
2021
202252) In persuasive messages, suggesting that the action you want readers to take 
2023B) encourages them to do what you have asked.
2024
202553) Emotional appeals
2026B) can help audiences care enough to respond positively to your persuasive message.
2027
202854) Cause and effect
2029A) are not the same, and confusing the two in persuasive messages can lead to faulty logic.
2030
203155) Most persuasive messages take the direct approach.
2032Answer:  FALSE
2033
203456) Using simple language in persuasive messages usually increases your credibility with a skeptical audience.
2035Answer:  TRUE
2036
203757) One of the best ways to gain credibility for your message is to support it with objective evidence.
2038Answer:  TRUE
2039
204058) The AIDA model can be used with both the direct and indirect approaches for persuasive messages.
2041Answer:  TRUE
2042
204359) When your AIDA message uses an indirect approach and is delivered by email, what are two goals to keep in mind as you write the subject line?
2044Answer:  One challenge in this situation is to make the subject line interesting and relevant enough to capture reader attention. At the same time, however, you have to capture attention without revealing your main idea.
2045
204660) What are three methods of reasoning you can use when making a logical appeal, and how do they differ?
2047Answer:  Logical appeals can take place through analogy, induction, or deduction. With analogy, you reason from specific evidence to specific evidence, in effect "borrowing" from something familiar to explain something unfamiliar. With inductive reasoning, you work from specific evidence to a general conclusion. With deductive reasoning, you work from a generalization to a specific conclusion.
2048
204961) List three categories of common persuasive business messages.
2050Answer:  Most persuasive business messages fall into one of three categories: (1) persuasive requests for action, (2) persuasive presentation of ideas, and (3) persuasive claims and requests for adjustment.
2051
205262) Describe each of the four phases of the AIDA model for persuasive messages.
2053Answer:  (1) Attention: Make your audience want to hear about your idea. Find some common ground on which to build your case. (2) Interest: Explain the relevance of your message to your audience. (3) Desire: Make readers want to change by explaining how the change will benefit them. Answer in advance questions that your audience might have, and back up your claims with relevant evidence. (4) Action: Ask your audience to take the specific action you suggest.
2054
205563) Explain how to balance emotional appeals and logical appeals to persuade an audience.
2056Answer:  Generally speaking, persuasive business messages rely more heavily on logical appeals than emotional appeals, since the main idea is to save money, improve quality, and so on. It is important, however, to avoid the assumption that business decisions are purely logical and therefore ignore the emotional component. For example, you might be able to build a strong logical case for acquiring another company, based on projected financial return and other objective factors. However, managers making the decision will experience a range of emotions, such as fear of making a wrong move that could be career-threatening. To find the optimum balance between emotional appeals and logical appeals, consider four factors: (1) the actions you hope to motivate, (2) your reader's expectations, (3) the degree of resistance you need to overcome, and (4) how far you feel empowered to go to sell your point of view.
2057
205864) All of the following except ________ will help to boost a company's marketing efforts on social media.
2059B) using a "we talk, you listen" approach
2060
206165) In marketing and sales messages, what is the primary difference between selling points and benefits?
2062C) Selling points focus on the product rather than the user.
2063
206466) A ________ helps a potential buyer move through the purchasing process without having to make an immediate decision; a ________ encourages a potential buyer to make a purchase decision immediately.
2065D) marketing message; sales message
2066
2067
206867) When you're writing promotional messages for social media, use ________ to initiate and facilitate discussions in your networked community.
2069C) conversation marketing
2070
207168) Whereas ________ focus on what the product does, ________ focus on what the user experiences or gains.
2072B) selling points; benefits
2073
207469) If you're marketing a new security system to an audience of wealthy professionals, the consumer benefit you would most want to emphasize is
2075A) protection of the consumer's property.
2076
207770) In marketing and sales messages, the best way to handle potential objections is to
2078B) identify them up front and try to address as many as you can.
2079
208071) Successful marketing and sales messages begin with
2081A) an understanding of audience needs.
2082
208372) If price is one of your strong selling points, you should
2084D) give the price a place of prominence in the message.
2085
208673) Which of the following would not be an effective technique for gaining audience attention in sales messages?
2087B) encouraging people to place an order
2088
208974) The desire phase of a conventional marketing or sales message should
2090C) expand on your explanation of how the product or service will benefit them.
2091
209275) ________ are the most common form of content marketing in the mobile arena.
2093D) Mobile-optimized videos
2094
209576) Conventional marketing or sales messages begin with an effort to gain the audience's
2096A) attention.
2097
209877) ________ take(s) potential customers through the purchasing process without asking for an immediate purchase decision.
2099A) Marketing messages
2100
210178) According to your textbook, ________ are the most attractive features of a product.
2102D) selling points
2103
210479) ________ are the particular advantages that readers will realize from the features of a product.
2105A) Benefits
2106
210780) The benefits of a product can be
2108C) both practical and emotional.
2109
211081) In social-media marketing, ________ are enthusiastic fans of your company and its products.
2111B) champions
2112
2113
211482) Unlike more traditional promotional messages, those written for social media
2115B) enable companies to engage in conversations about their products and services.
2116
211783) Using the AIDA approach with social media
2118C) requires a different, more interactive approach.
2119
212084) Promotional messages developed for mobile devices need to 
2121E) be fast and straightforward.
2122
212385) Because using a mobile device is so convenient, most mobile users aren't pressed for time; so, they enjoy receiving intricate promotional messages.
2124Answer:  FALSE
2125
212686) Successful marketing and sales messages match the product's selling points to the audience's primary needs or emotional concerns.
2127Answer:  TRUE
2128
212987) If you're called upon to create marketing or sales messages for mobile commerce, what two things should you keep in mind?
2130Answer:  If you are involved with creating mobile marketing or sales messages, keep two essential points in mind. First, like all mobile messages, promotional messages need to be short and simple. Second, the mobile experience needs to be fast and straightforward. Mobile users are often time-constrained, and they will quickly abandon websites that don't load quickly or are confusing to navigate.
2131
213288) Compare and contrast marketing messages and sales messages.
2133Answer:  Marketing and sales messages use the same basic techniques as other persuasive messages, with the added emphasis of encouraging someone to participate in a commercial transaction. Although many people use the terms marketing message and sales message interchangeably, there is an important difference: Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision. Sales messages take over at that point, encouraging potential buyers to make a purchase decision then and there. Marketing messages focus on such tasks as introducing new brands to the public and encouraging customers to visit websites for more information, whereas sales messages make an explicit request for people to buy a specific product or service.
2134
213589) Briefly explain the difference between selling points and benefits, and then give an example of each.
2136Answer:  Selling points are the most attractive features of an idea or product. Benefits are the particular advantages that readers will realize from those features. The fact that a mobile phone comes with a Bluetooth headset is a selling point, but the convenience the buyer will enjoy because of the headset is a benefit.
2137
213890) If potential customers are likely to object to the price of your product or service, what can you do?
2139Answer:  If price is a likely objection, look for ways to increase the perceived value of the purchase and decrease the perception of high cost. For example, if you're marketing exercise equipment for the home, you could say that its total cost is less than a year's worth of health club dues.
2140
2141
2142
214391) Marketers use ________ to track the online behavior of website visitors and serve up ads based on what their interests appear to be.
2144D) behavioral targeting
2145
214692) An ethical persuasive argument
2147D) focuses on being both truthful and nondeceptive.
2148
214993) In the practice of ________, behaviorally targeted ads from one website follow an online shopper when he or she moves on to other websites.
2150B) remarketing
2151
215294) Ethical businesspeople often use ________ as a positive force to align their interests with what is best for their audience.
2153D) persuasion
2154
215595) According to the FTC, marketing and sales messages must 
2156E) be free of implied claims.
2157
215896) Because promotional messages are not legally binding contracts in most states, it is usually acceptable to imply offers or promises you cannot deliver.
2159Answer:  FALSE
2160
216197) You usually do not need permission to use a person's name or photograph in a marketing or sales message.
2162Answer:  FALSE
2163
216498) What role does conversation marketing play in promotional messages for social media?
2165Answer:  In the social media landscape, consumers often look to other consumers for product information instead of the companies that market those products. Consequently, companies are using conversation marketing, rather than traditional promotion, to facilitate conversations in network communities of customers, journalists, bloggers, and other interested parties.
2166
216799) Why is it especially important in marketing and sales messages to avoid implying offers or promises you cannot fulfill?
2168Answer:  In many states, marketing and sales messages are binding contracts. Therefore, dishonesty in a sales message can lead to unfavorable legal action. For ethical reasons, it is always vital to avoid making promises you and your organization cannot keep.
2169
2170100) Briefly explain several guidelines for adapting marketing and sales messages for social media.
2171Answer:  Use the following guidelines to adapt promotional messages for social media: 
2172(1) Facilitate community building. Make sure customers and other audiences can connect with your company and each other. (2) Listen at least as much as you talk. Listening is just as essential for online conversations as it is for face-to-face conversations. (3) Initiate and respond to conversations within the community. Provide the information customers need to evaluate your products and services. (4) Provide information that people want. Content marketing helps you build relationships by demonstrating that you understand and care about meeting potential customers' needs. (5) Identify and support your champions. They can help spread your message, defend you against detractors, and help other customers use your products. (6) Be real. Trying to fool the public is unethical and likely to backfire. (7) Integrate conventional marketing and sales strategies at the right time and in the right places. Don't abandon AIDA and other similar tools for specific tasks, such as conventional advertising.
2173Chapter 11   Planning Reports and Proposals
2174
21751) The ________ for a report describes what you plan to accomplish and outlines the boundaries of your work.
2176B) statement of purpose
2177
21782) The basic purpose of informational reports is
2179C) to present data, facts, feedback, and other types of information, without analysis or recommendations.
2180
21813) In addition to offering information and analysis, ________ can also include recommendations.
2182B) analytical reports
2183
21844) When you're outlining your report, using ________ requires you to really think through the content, whereas using ________ simply requires you to identify topic areas.
2185C) informative headings; descriptive headings
2186
21875) When you're preparing a formal work plan, include a ________ to clarify the problem you face and a ________ to describe what you plan to accomplish.
2188B) problem statement; purpose statement
2189
21906) The best way to phrase the purpose statement of a report is with
2191B) an infinitive phrase.
2192
21937) All of the following except ________ are elements in the planning phase of the three-step writing process.
2194B) adapting to your audience
2195
21968) When selecting the right medium for a report,
2197C) your decisions should reflect your audience's expectations.
2198
21999) When outlining the content of your report,
2200A) it is preferable to use informative headings as opposed to descriptive ones.
2201
220210) Which of the following is a useful strategy in preparing business reports?
2203A) Understand and meet audience expectations.
2204
220511) An employee who describes the data she collected from six different plant managers without drawing any conclusions is preparing
2206B) an informational report.
2207
220812) Whereas ________ reports focus on facts, ________ reports offer interpretation and can also include recommendations.
2209D) informational; analytical
2210
221113) The direct approach and the indirect approach ________; therefore, businesspeople ________.
2212C) both have merit; often combine them
2213
221414) When preparing content for mobile devices, a(n) ________ will help leadership easily locate key variables and other report content.
2215E) executive dashboard
2216
221715) Internal reports are more likely to be misinterpreted than external reports.
2218Answer:  FALSE
2219
222016) The statement of purpose for analytical reports will usually need to be more comprehensive than one for informational reports.
2221Answer:  TRUE
2222
222317) An executive dashboard is a customized online presentation of highly summarized business information.
2224Answer:  TRUE
2225
222618) The direct approach is the most popular strategy for business reports.
2227Answer:  TRUE
2228
222919) In business reports, it is never appropriate to combine the direct and indirect approaches by revealing conclusions and recommendations as you go along.
2230Answer:  FALSE
2231
223220) Briefly explain the primary function of a statement of purpose, and then indicate the most useful way to phrase one.
2233Answer:  A statement of purpose defines why you are preparing your report. The best way to phrase a purpose statement is to begin with an infinitive phrase, such as "to analyze."
2234
223521) How do executives utilize an executive dashboard?
2236Answer:  Executives in many corporations now expect to review reports via their in-house intranets, sometimes in conjunction with an executive dashboard, a customized online presentation of key operating variables such as revenue, profits, quality, customer satisfaction, and project progress. Executive dashboards are particularly helpful for accessing report content on mobile devices.
2237
223822) Describe several benefits and one potential drawback of organizing business reports using the direct approach.
2239Answer:  The direct approach is used often for reports because it is efficient and easy to follow. When an audience is likely to be receptive or at least open minded, use the direct approach. The direct approach is the most popular and convenient format for business reports because it saves time and makes the report easy to follow. It produces a more forceful report, and you sound sure of yourself when you state your conclusions confidently at the outset. In some cases, however, that confidence may be misconstrued as arrogance. Depending on your relationship with your audience and on their probable reaction to your report, the indirect approach may be more appropriate.
2240
224123) At the beginning of a research project, you need to
2242B) familiarize yourself with the subject.
2243
224424) Sources of secondary information include
2245C) newspapers and periodicals.
2246
224725) Which of these documents would not qualify as primary research?
2248B) The most recent issue of a trade magazine in your industry
2249
225026) When evaluating material you've gathered for a report, you should
2251C) check the material for currency.
2252
225327) Unlike a summary, a paraphrase
2254A) restates the original material in your own words and with your own sentence structures.
2255
225628) One task in effective paraphrasing is to
2257B) check your version against the original to make sure that you didn't alter the meaning.
2258
225929) A(n) ________ is a set of technologies, policies, and procedures that a company can use to capture and share information throughout the organization.
2260E) knowledge management system
2261
226230) The ________ will define the purpose of your research.
2263C) problem statement
2264
226531) When evaluating sources for quality, consider
2266D) the potential bias of the source.
2267
226832) When analyzing data, looking at ________ will indicate patterns taking place over time.
2269E) trends
2270
227133) A cause-and-effect relationship between factors that can be easy to assume but difficult to prove is called
2272C) causation.
2273
227434) When using information from sources, ________ helps you maintain a consistent tone while using vocabulary familiar to your audience.
2275A) paraphrasing
2276
227735) A ________ is a logical interpretation of the facts and a ________ suggests an action in response to the facts.
2278D) conclusion; recommendation
2279
228036) When creating a work plan, it's important to begin by developing a problem statement.
2281Answer:  TRUE
2282
228337) A writer who wants to use a ________ to build an informational report can choose from a number of arrangement patterns, such as geography, sequence, chronology, category, or importance.
2284B) topical pattern of organization
2285
228638) A web directory differs from a search engine in that
2287C) it relies on human editors to evaluate and select content.
2288
228939) A metasearch engine is
2290D) a special type of engine that searches several search engines at once.
2291
229240) Unlike Internet search engines, online databases can often be more reliable search engines because they
2293B) often provide access to various parts of the hidden Internet.
2294
229541) To conduct an effective database search,
2296B) read instructions and pay attention to details.
2297
229842) You would not need to cite a source if you
2299D) used it to gather common knowledge about your topic.
2300
230143) A powerful search tool that searches all the files on a company's network is a(n)
2302B) enterprise search engine.
2303
230444) In reports focused on recommendations, it is best to avoid the direct approach.
2305Answer:  FALSE
2306
230745) Describe how smartphones and tablets have changed the way we collect information for business reports and other communication purposes. 
2308Answer:  Tablets with interactive software can replace the clipboards long used by researchers for "mall intercept" surveys and other efforts to collect data from shoppers.
2309Collaborative apps such as Pearltrees make it easy to collect online information and organize it across multiple devices, then connect with relevant information collected by other users.
2310Evernote, OneNote, and other note-taking apps simplify the process of compiling notes, webpages, photos, and other pieces of research. Sometimes a simple picture is more powerful than words or photos. With touchscreen apps on phones and tablets, researchers can quickly sketch maps, process diagrams, and other visuals on the spot. Whether it's snapping images of street scenes for a report on potential store locations or recording test subjects using a new product prototype, the audiovisual capabilities of today's mobile devices give researchers a host of new tools. Scanning apps let researchers record and organize images of documents that can't be removed from their storage locations. Asking survey subjects to record information on their mobile devices while they are observing store displays or making purchase decisions, for example, promises to enhance some classic research methods. With the old methods, shoppers would answer survey questions about the choices they made well after the fact, leaving the accuracy of their answers up to the quality of the memories. With their mobile phones in hand, shoppers who've agreed to participate in research can describe their impressions and decisions on the spot and even take photos of displays that caught their eye.
2311
231246) The two most common primary research methods are
2313C) surveys and interviews.
2314
231547) When you're selecting people to participate in a survey, it is critical to get a ________ of the population you want to survey.
2316E) representative sample
2317
231848) An online survey is vulnerable to ________ because it captures only the opinions of those who visit the site and choose to participate.
2319A) sampling bias
2320
232149) One of the best ways to track the behavior of a test subject is through
2322B) observation.
2323
232450) A survey is ________ if it produces identical results when repeated under similar conditions.
2325E) reliable
2326
232751) When developing a survey questionnaire, 
2328C) make the survey adaptive.
2329
233052) When conducting primary research by using interviews, which of the following will have the least effect on responses?
2331A) the ability to adapt the question set based on response 
2332
233353) To solicit opinions, insights, and information, use
2334B) open-ended questions.
2335
233654) The CEO of a pharmaceutical company asks you assess the company's adherence to laws governing television ads for prescription drugs. The CEO has requested a(n)
2337C) compliance report.
2338
233955) Compliance reports are generally required by
2340C) government agencies.
2341
234256) A contractor submitting a weekly report on work done to date would be providing the client with
2343A) a progress report.
2344
234557) A public corporation filing a quarterly tax report would be providing
2346B) a compliance report.
2347
234858) All of the following except ________ are categories of informational reports.
2349D) reports to assess opportunities
2350
235159) When you're writing a business plan, the ________ section explains the purpose of your business and what you hope to accomplish.
2352A) mission and objectives
2353
235460) Topical organization strategies for informational reports include all of the following except
2355A) complexity.
2356
235761) As a monitor-and-control mechanism, a business plan
2358D) is sometimes prepared after a company is up and running.
2359
236062) A ________ outlines an organization's official position on issues that affect its success.
2361B) position paper
2362
236363) As it relates to a formal business plan, the ________ defines how the company will generate revenue and produce a profit.
2364B) business model
2365
236664) When a business plan is written after a company is up and running, it tends to
2367D) function as a monitor-and-control mechanism.
2368
236965) All ________ are written in response to regulations of one sort or another.
2370A) compliance reports
2371
237266) A ________ is written to validate a decision that has already been made.
2373D) justification report
2374
237567) Some start-up investors do not believe a business plan is beneficial in the early stages because
2376E) it is difficult to anticipate circumstances and obstacles that will be encountered. 
2377
237868) Company websites often function as
2379A) informational reports.
2380
238169) Many businesses optimize their website to incorporate a 
2382B) mobile-first strategy.
2383
238470) The structure and navigational flow of all parts of a website is the 
2385C) information architecture.
2386
238771) List three types of reports commonly used to monitor and control operations in business.
2388Answer:  (1) Plans, (2) operating reports, and (3) personal activity reports. 
238972) How does the term topical organization pertain to informational reports?
2390Answer:  Most informational reports use a topical organization, arranging material by topic in one of the following ways: comparison, importance, sequence, chronology, geography, or category.
2391
239273) What are the four general categories of informational reports?
2393Answer:  Informational reports can be grouped into four categories: (1) reports to monitor and control operations, (2) reports to implement policies and procedures, (3) reports to demonstrate compliance, and (4) reports to document progress.
2394
239574) Describe the elements of a formal business plan.
2396Answer:  At a minimum, a formal business plan should describe the basic concept of the business and outline its specific goals, objectives, and resource requirements. A plan to be submitted to banks or investors should include a summary of the business concept (including your product or service and its market potential). It also explains the mission and objectives of the business and provides full background information on the origins and structure of your venture.
2397
239875) When defining the problems you need to address in an analytical report, ask yourself: 
2399B) Why is this issue important?
2400
240176) The 2 + 2 = 4 approach
2402B) convinces the reader by demonstrating that everything adds up.
2403
240477) Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers.
2405A) 2 + 2 = 4
2406
240778) One drawback of using the yardstick approach to structure business reports is that
2408A) the audience must agree with your criteria for analysis.
2409
241079) A ________ studies events that happened in the past, with the hope of learning how to avoid similar failures in the future.
2411C) failure analysis report
2412
241380) When you speculate about the cause of a problem, you are forming a ________, a potential explanation that needs to be tested.
2414A) hypothesis
2415
241681) If you expect your audience to disagree with you, use the 2 + 2 = 4 approach or the yardstick approach to focus on
2417A) logical arguments.
2418
241982) Unlike proposals, justification reports
2420A) are designed to affirm decisions after they have been made.
2421
242283) Analytical reports for skeptical audiences should generally follow the ________ approach.
2423B) indirect
2424
242584) If your readers will want to know what they should do in a given situation, then your report should focus on
2426C) your recommendations.
2427
242885) Unlike reports focused on conclusions or recommendations, reports focusing on logical arguments
2429A) use an indirect approach.
2430
243186) The problem-factoring process involves
2432D) dividing a complex problem into a series of logical, connected questions.
2433
243487) An analytical report always ends by presenting recommendations.
2435Answer:  FALSE
243688) Whereas troubleshooting reports deal with problems as they occur, failure analysis reports seek to prevent problems before they happen.
2437Answer:  FALSE
2438
243989) What is the primary difference between a feasibility report and a justification report?
2440Answer:  Whereas a feasibility report studies proposed options, a justification report is written after an action, to justify what was done.
2441
244290) Why is writing analytical reports more challenging than writing informational reports?
2443Answer:  Writing analytical reports presents a greater challenge than writing informational reports, for three reasons. First, you're doing more than simply delivering information; you're also analyzing a problem or an opportunity and presenting your conclusions. The best writing in the world can't compensate for flawed analysis. Second, when your analysis is complete, you need to present your thinking in a credible manner. Third, analytical reports often convince other people to make significant financial and personnel decisions, so your reports carry the added responsibility of the consequences of these decisions.
2444
244591) Briefly explain problem factoring.
2446Answer:  Problem factoring helps report writers identify cause and effect by breaking down the defined problem into a series of logical, connected questions.
2447
244892) List the three most common strategies for structuring analytical reports.
2449Answer:  (1) Focusing on conclusions (direct), (2) focusing on recommendations (direct), 
2450(3) focusing on logical argument (indirect).
2451
245293) Explain the three basic categories of analytical business reports and provide at least one example of each type.
2453Answer:  The first category includes reports written to assess opportunities. One example of this type is the market analysis report, which judges the likelihood of success for new products or sales initiatives by suggesting potential opportunities in a given market and identifying competitive threats and other risks. Due diligence reports, which examine the financial aspects of a proposed decision, are also in this category. The second category includes reports written to solve problems. Examples are troubleshooting reports (which managers assign when they need to understand why something isn't working properly) and failure analysis reports (which study past failures in an effort to avoid similar ones in the future). The third category of analytical business reports includes reports written to support decisions. Feasibility reports are one type in this category. They are called for when managers need to explore the ramifications of a decision they're about to make. Justification reports (written to justify decisions that have already been made) also fall into this group.
2454
245594) Briefly describe the circumstances in which the yardstick approach would be particularly useful for organizing your proposal, and provide an example of a report that would benefit from this organizational approach.
2456Answer:  The yardstick approach is useful when you need to use a number of criteria to evaluate one or more possible solutions. It is also tailor-made for situations in which the audience has provided a list of criteria the solution must meet. One example would be a bid on a building project for the government. (Answers will vary.)
2457
245895) A(n) ________ suggests an individualized solution for a potential customer and requests a purchase decision.
2459B) sales proposal
2460
246196) If you're writing an unsolicited proposal, you may have to
2462A) convince readers that a problem exists that must be addressed.
2463
246497) Whereas ________ proposals are used to request decisions from managers within an organization, ________ proposals are directed to parties outside the organization.
2465B) internal; external
2466
246798) ________ are initiated by a company that is trying to obtain business or funding on its own, without a specific request from a client.
2468C) Unsolicited proposals
2469
247099) In the workplace, a formal invitation to bid on a contract is called a
2471B) request for proposal.
2472
2473100) The primary purpose of an internal proposal is either to request funds and management support for new projects or to obtain permission to take action on specific projects.
2474Answer:  TRUE
2475
2476101) What is the difference between a solicited and an unsolicited proposal?
2477Answer:  The most significant factor in planning any proposal is whether the intended recipient has asked you to submit a proposal. Solicited proposals are generally prepared at the request of external parties that require a product or a service, but they may also be requested by such internal sources as management or the board of directors. Unsolicited proposals are created by organizations attempting to obtain business or funding without a specific invitation from a potential client. Employees or managers who want to convince company insiders to adopt a program, a policy, or an idea may also initiate such proposals. In other words, with an unsolicited proposal, the writer makes the first move.
2478
2479Chapter 12   Writing Reports and Proposals
2480
24811) To gain credibility with your audience in business reports, verifying facts and references will help to ensure
2482B) accuracy.
2483
24842) Writing for audiences of another culture usually requires
2485A) a more formal style.
2486 
24873) The writing style for a report should be more formal if
2488C) the subject is controversial or complex.
2489
24904) Effective report writers use ________ to introduce sections that include important or complex topics and ________ to help readers absorb the information they just read.
2491E) preview sections; review sections
2492
24935) When writing business reports for outsiders (such as customers or suppliers), it is best to
2494A) use a more formal tone than you would for an internal audience.
2495
24966) When you're writing a report, you can adapt to your intended audience by
2497E) being sensitive to the audience's needs.
2498
24997) The introduction (or opening) of a business report or proposal should always
2500D) indicate why the subject of the report is important.
2501
25028) The detailed evidence needed to support your conclusions and recommendations should appear in the ________ of your report.
2503
25049) The close of a report should
2505C) bring all action items together and give details about who should do what, when, where, and how.
2506
250710) In the introduction to a report on how to establish a paperless office, explaining the historical conditions or factors that led up to the report
2508A) enables readers to understand how the opportunity developed.
2509
251011) Any terms in the report that are unfamiliar to the audience should be defined in the
2511A) introduction.
2512
251312) A report's close should
2514C) make sure your readers understand exactly what's expected of them and when it's expected.
2515
251613) If you end up with multiple conclusions, recommendations, or actions in your report, it is best to
2517C) number and list them.
2518
251914) Generally speaking, an effective proposal can
2520A) follow the AIDA model.
2521
252215) The introduction of a solicited proposal
2523B) should refer specifically to the RFP that initiated it.
2524
252516) Which section of the introduction identifies what is, and isn't, covered in the report?
2526C) scope
2527
252817) The solution section in a proposal
2529A) explains how your proposal will help readers meet their business objectives.
2530
253118) In the body of a proposal, you should describe
2532D) the organization's experience in this area.
2533
253419) The work plan section of a formal proposal
2535B) is contractually binding if the proposal is accepted.
2536
253720) In a proposal, the statement of qualifications
2538C) describes your company's experience, personnel, and facilities.
2539
254021) The closing section of a proposal should
2541A) ask for a decision from the reader.
2542
254322) When developing a document electronically, it should be 
2544B) sent as a PDF.
2545
254623) Including transitions and other directional aids is important
2547B) to help the audience understand how one thought is related to another.
2548
254924) Effective transitions in business reports
2550C) may be as long as a paragraph.
2551
255225) Which of the following would be the most effective preview in a formal report?
2553C) The next section discusses the advantages of advertising on the Internet.
2554
255526) When preparing review sections in a report,
2556B) use multiple review sections if the report is long and complex.
2557
255827) The general purpose of any ________ is to persuade the audience to do something.
2559A) proposal
2560
256128) In an online report regarding your region's potential for market growth, the best way to include a spreadsheet containing last year's sales figures would be to
2562A) embed the spreadsheet in your report.
2563
256429) Within the context of preparing formal reports and proposals, the term limitations refers to
2565C) factors beyond your control that have affected the report's outcome.
2566
256730) An ________ is important when a letter of transmittal is not included in a formal report.
2568C) authorization of the report
2569
257031) The introduction of a business report should
2571D) help readers understand the context of the report.
2572
257332) Don't ________ in the closing section of a business report.
2574B) introduce new material to expand the scope 
2575
257633) In order to help your readers make informed decisions,
2577A) tell them what they need to know—no more, no less.
2578
257934) Which one of the following is not an element of a work plan in the body of an unsolicited proposal?
2580B) persuasive material to convince readers that a problem or an opportunity exists
2581
258235) When writing a proposal, an indication of pricing and financial concerns should be addressed in the 
2583D) body of the proposal.
2584
258536) When you're responding to a solicited proposal, ignore any stipulations in the RFP that could diminish your chances of winning the contract.
2586Answer:  FALSE
2587
258837) Linking a spreadsheet to your report will help ensure that readers are always seeing the most up-to-date information.
2589Answer:  TRUE
2590
259138) When would you increase the formality of business reports?
2592Answer:  Compared to less formal documents, formal reports generally include sentences that are longer and more rigorous, as well as objective, dispassionate, and precise language. They also avoid humor and idiomatic language. A more formal tone is appropriate for longer reports, especially those that deal with controversial or complex information. You also need a more formal tone when your report will be sent to other parts of the organization or to outsiders, such as customers, suppliers, or members of the community.
2593
259439) What is the purpose of each of the three main sections of a business report?
2595Answer:  A business report contains three sections: the introduction (or opening), the body, and the close. The introduction puts the report in context for the reader, introduces the subject, previews main ideas, and establishes the tone. The body presents, analyzes, and interprets the information gathered. The close summarizes and reviews the key points.
2596
259740) List three functions of the close in a business report.
2598Answer:  The close of a report (1) emphasizes the main points of the message, (2) summarizes the benefits to the reader if the message proposes a change or course of action, and (3) brings all the action items together in one place and gives the details about who should do what, when, where, and how.
2599
260041) In a business report, where should you define terms that might be unfamiliar to your audience?
2601Answer:  Important terms used in the report should be defined in the introduction.
2602Defining terms in the introduction of a report ensures that your audience becomes familiar with the terms you use in your report. Defining the terms later on may lead to confusion or miscommunication.
2603
260442) In what forms can transitions be written in a business report?
2605Answer:  Transitions are words or phrases that tie ideas together and show how one thought relates to another. In long reports, an entire paragraph might highlight transitions from one section to the next.
2606
260743) List and briefly explain five characteristics of effective report content.
2608Answer:  Effective report content is accurate (factually correct and error-free). It's also complete, in that it provides readers with all the information they need to understand the situation, problem, or proposal and then make a decision. Effective content is balanced. It represents all sides of the issue fairly and equitably. It also includes all essential information, even if some of it doesn't support the author's line of reasoning. Furthermore, effective content is clear and logical–written in uncluttered sentences and well organized. Finally, effective content is documented properly, giving credit to all sources of information on which the report draws.
2609
261044) Describe six strategies (in addition to using the AIDA format) for strengthening your argument in business proposals.
2611Answer:  Six strategies for making proposals more effective are (1) Demonstrate your knowledge in order to convince your audience that you have the knowledge and experience to solve the problem or address the opportunity outlined in your proposal. (2) Provide concrete, quantifiable information and examples instead of vague, unsupported generalizations. Spell out your plan and give details on how the job will be done. (3) Research the competition using trade publications and the Internet to become familiar with the products, services, and prices of other companies offering similar products or services. (4) Prove that your proposal is appropriate and feasible for your audience. (5) Relate your product, service, or personnel to the reader's exact needs. (6) Package your proposal attractively, insuring that it is letter perfect, inviting, and readable. Readers will prejudge the quality of your products or services by the proposal you submit.
2612
261345) What elements are normally included in the body of a formal proposal?
2614Answer:  The body of a formal proposal can contain any or all of the following elements: facts and evidence to support your conclusions, the proposed solution (what you have to offer), the work plan, a statement of qualifications, and a breakdown of costs.
2615
261646) When drafting content for online reports, it is helpful to use the inverted pyramid style of organization in which you
2617A) cover the most important information first and then gradually reveal more detail.
2618
261947) When preparing electronic forms for a report that is recurring, the use of ________ will save time overall.
2620B) form tools
2621
262248) One of the benefits of using proposal-writing software when developing proposals is its ability to 
2623D) ensure proper structure.
2624
262549) The primary value of a wiki stems from
2626C) the collective insight of all its contributors.
2627
262850) When you're drafting website content, ________ will help visitors find what they want fast and encourage them to return to your site for more information.
2629A) adding effective links
2630
263151) Using templates in preparing reports
2632C) ensures new content matches the rest of the wiki.
2633
263452) In an online report, headings
2635B) can be used as links to other sections of the report.
2636
263753) When writing content to post on the web, keep in mind that careful readers tend to be
2638C) skeptical of online content.
2639
264054) When you're using a direct approach to present a report, use ________; however, ________ will be more effective, if you're using an indirect approach to present a report.
2641C) informative headings; descriptive headings
2642
264355) If you're creating a wiki, don't worry about a long-term purpose. Instead, just let your creativity flow.
2644Answer:  FALSE
2645
264656) What can you do to improve the readability of online content?
2647Answer:  You can improve the readability of your online content by making sure that readers can "skim" it for the information they need. Begin by using the inverted pyramid style of writing; that is, cover the most important information briefly at first and then gradually reveal successive layers of detail. That way, readers can choose to see those additional layers if they want to. Next, use lists, color and boldface, informative headings, and helpful summaries to present your information in a concise, skimmable format. Finally, label all hyperlinks clearly and concisely to support site navigation and content skimming.
2648
264957) Describe the characteristics of effective links in online content.
2650Answer:  Links in your material should serve for both site navigation and content skimming. Clearly identify where a link will take readers. Don't rely on cute wordplay that obscures the content, and don't force readers to click through and try to figure out where they're going.
2651Links should be used to enhance the information being presented. They can be helpful if they're labeled clearly and used sparingly.
2652
265358) Briefly explain how a wiki can help teams and other groups, and describe at least three points wiki contributors should keep in mind to increase their effectiveness.
2654Answer:  Using wikis is a great way for teams and other groups to collaborate on writing projects, from brief articles to long reports and reference works. The benefits of wikis are compelling, but they require a unique approach to writing. To be a valuable wiki contributor, writers must let go of traditional expectations of authorship, including individual recognition and control—the value of a wiki stems from the collective insight of all its contributors. Often, team members will need to be encouraged to edit and improve each other's work. Writers should use page templates and other formatting options to make sure the content is consistent with the rest of the wiki. It is also important to recognize that many wikis provide both editing and commenting capabilities, and participants should use the appropriate tool for each. Finally, new users should take advantage of the "sandbox," if available, which is a "safe," non-published section of the wiki where contributors can practice editing and writing.
2655Wikis are valuable because of the collaboration that they make possible. Ease of communication is crucial in creating an effective wiki. Effective wiki collaborators let go of traditional authorship expectations, encourage team editing, use templates and other formatting options, separate editing and discussion capabilities, and use the sandbox.
2656
265759) Data and other information presented in the report
2658D) must be factually correct.
2659
266060) Clip art cluttering a bar chart is an example of
2661B) chartjunk.
2662
266361) If you have a great deal of detailed, specific information to present, the best visual to use would be a
2664A) table.
2665
266662) The best type of visual aid for showing that annual consumer spending has decreased over the past ten years would be
2667C) a line chart.
2668
266963) The best visual for illustrating a manufacturer's quality control process would be a
2670B) flowchart.
2671
267264) A surface chart
2673B) shows a cumulative effect.
2674
267565) A bar chart would be particularly useful for
2676B) comparing market shares of three breakfast cereals from 2011 to 2012.
2677
267866) To illustrate how your department's budget will be distributed by percentage and type of expense, you should use
2679C) a pie chart.
2680
268167) Flowcharts are used to
2682D) illustrate processes and procedures.
2683
268468) Use the concept of ________ to help you design visuals that are consistent from one page of a document to the next.
2685B) visual parallelism
2686
268769) To avoid ethical problems with visual support in a message, 
2688C) group data carefully.
2689
269070) Use a ________ to show frequency or distribution of parts in a whole.
2691E) pie chart
2692
269371) When you need to show processes, transformations, and other activities, the most effective visual choice would be
2694C) animations and videos.
2695
269672) If you're planning to create a table for online use, ________ to make sure that the table is easy to read.
2697A) reduce the number of columns and rows
2698
269973) A special class of diagrams called ________ contains enough visual and textual information to function as standalone documents.
2700D) infographics
2701
270274) If you find a photograph online that you want to use in a document,
2703C) if it is not specifically offered free, assume that someone owns it and is entitled to credit and/or payment.
2704
270575) The advantage of incorporating visuals is
2706D) the reader is more likely to be drawn more deeply into the message.
2707
270876) Many design elements have ________, and their connotative meanings can evolve over time to mean different things in different cultures.
2709C) visual symbolism
2710
271177) The ability of the sender to create effective images that are correctly interpreted by the receiver is 
2712D) visual literacy.
2713
271478) To emphasize different quantities or ideas, use visual choices that
2715C) are simple.
2716
271779) A massive collection of data from a variety of sources is referred to as
2718B) big data.
2719
272080) When creating visuals for massive data sets, complex quantities, or dynamic data, use 
2721C) data visualization.
2722
272381) Visual images have connotative meanings that are consistent across cultures.
2724Answer:  FALSE
2725
272682) The term visual literacy refers to a person's abilities to create effective images and interpret visual messages correctly.
2727Answer:  TRUE
2728
272983) The more decorative elements you can add to a graphic, the more interesting and useful it will be to the audience.
2730Answer:  FALSE
2731
273284) Tables presented in printed documents must contain fewer columns and rows than tables presented online.
2733Answer:  FALSE
2734
273585) Data visualization focuses on extracting broad meaning from data (rather than on clarifying individual data points).
2736Answer:  TRUE
2737
273886) One potential disadvantage of using a photograph to help explain a repair procedure is that it shows so much detail.
2739Answer:  TRUE
2740
274187) In researching a proposal to expand your division, you find evidence that does not support your line of reasoning. Should you include it in your report? Why or why not?
2742Answer:  Yes, you should include it. Although you want to be as brief as possible, your readers need a minimum amount of information before they can grasp the issue being presented. Omitting relevant information or facts can bias your report.
2743Present all sides of the issue fairly and equitably and include all the essential information, even if some of the information doesn't support your line of reasoning. Omitting relevant information or facts can bias your report.
2744
274588) List at least five types of visual aids commonly used to present data in business documents. Provide an example of a specific task for which one type would be especially useful.
2746Answer:  Common visual aids include tables, line charts, surface charts, bar charts, pictograms, scatter diagrams, flowcharts, diagrams, drawings, photographs, videos, and pie charts. A bar chart would be helpful for comparing the retail cost of several hybrid automobiles. (Answers will vary).Tables can display extensive amounts of data. Line charts illustrate trends over time or plot the relationship of two variables. A surface chart, also called an area chart, is a form of line chart that shows a cumulative effect; all the lines add up to the top line, which represents the total. Bar charts are useful for showing quantities over time. Pictograms are informational signs that convey ideas. Gantt charts expedite project management. Scatter and bubble diagrams are used to represent data points. Pie charts can show the frequency or distribution of parts of a whole.
2747
274889) In a line chart, what do the vertical and horizontal axes normally illustrate?
2749Answer:  Normally, the vertical axis shows an amount. The horizontal axis illustrates time or some other quantity against which the amount is being measured.
2750Line charts are commonly used to show trends over time or the relationship between two variables.
2751
275290) Discuss six principles to keep in mind when designing visuals regarding the aesthetic and symbolic aspects of graphic art.
2753Answer:  Even if you have no formal training, keeping the following principles in mind will help you become a more effective visual communicator: (1) Consistency: Readers view a series of visuals as a whole, assuming that design elements will be consistent from one page to the next. (2) Contrast: Visual distinctions should match verbal ones. To emphasize differences, depict items in contrasting colors, such as red and blue, or black and white. To emphasize similarities, make color difference more subtle. (3) Balance: Images that appear to be out of balance can be as unsettling as a building that looks like it's about to tip over. Balance can be formal, in which the elements in the images are arranged symmetrically around a central point or axis. Balance can also be informal, in which elements are not distributed evenly but stronger and weaker elements are arranged in such a way that achieves an overall effect of balance. 
2754(4) Emphasis: The most important point should receive the greatest visual emphasis, so present the key item on the chart in the most prominent way–through color, position, size, or whatever. Visually downplay less important items. (5) Convention: Visual communication is governed by a variety of generally accepted (and deeply ingrained) rules. Flouting those conventions can be effective, but must be done carefully in order to avoid breakdowns in communications. 
2755(6) Simplicity: Limit the number of colors and design elements you use, and take care to avoid chartjunk.
2756
275791) In computer graphics, a template
2758B) helps ensure an effective design and saves you the time of making numerous decisions every time you create a chart or graphic.
2759
276092) A ________ identifies the topic of an illustration; however, an ________ calls attention to the conclusion that should be drawn by the data in the illustration.
2761A) descriptive title; informative title
2762
276393) The ideal balance between the visual and the verbal should depend on
2764A) the needs of your audience.
2765
276694) The primary difference between titles and captions of visuals is that
2767C) captions offer discussion of the visual's content.
2768
276995) Which of the following is an example of a descriptive title for a visual aid?
2770A) How CamCo Reduces Costs
2771
277296) To ensure that the visual is ________, look for mistakes such as undocumented symbols and misaligned elements, and check to be sure that the message is accurately delivered.
2773A) accurate
2774
277597) When integrating a visual into the text,
2776D) refer to the visuals in the text.
2777
277898) Ideally, all visuals should
2779C) be as close to the text referring to it as possible.
2780
278199) A(n) ________ helps readers understand the various design elements used in a visual.
2782C) legend
2783
2784100) In a workplace report, refer to each visual before readers see it in a document or onscreen.
2785Answer:  TRUE
2786
2787Chapter 16   Applying and Interviewing for Employment
2788
27891) The best approach for an application letter depends on
2790D) whether you are sending a solicited letter or an unsolicited letter.
2791
27922) When you're writing an application letter to accompany your résumé,
2793D) treat it with same care that you took with your résumé.
2794
27953) Unsolicited application letters to prospective employers
2796A) require more research than solicited letters.
2797
27984) Compared to writing a solicited application letter, composing an unsolicited application letter is
2799B) much more difficult.
2800
28015) You'll impress prospective employers with your application letter if you
2802B) show that you know something about the company and its marketplace.
2803
28046) The best salutation for an application letter is
2805C) one that addresses a specific individual by name.
2806
28077) When it comes to length, an application letter should
2808D) be short—no more than three paragraphs.
2809
28108) Because application letters are ________ messages, the AIDA approach is ideally suited for them.
2811C) persuasive
2812
28139) Which of the following would be the best opening sentence for a solicited application letter?
2814D) "Based on your company's remarkable growth over the past three years, I can appreciate your need for highly qualified and experienced sales personnel."
2815
281610) In the opening paragraph of an application letter, it is vital to
2817C) explain how you can help the company meets its needs.
2818
281911) In the middle section of a job application letter, you should
2820A) present your strongest selling points in terms of their potential benefit to the organization.
2821
282212) In the Interest and Desire sections of a solicited application letter, discussing each requirement specified in the job ad
2823E) helps demonstrate your understanding of the employer's needs.
2824
282513) In the final paragraph of your application letter you should
2826C) request an interview and provide contact information.
2827
282814) If your application letter and résumé fail to bring a response within a week or so after the position close date,
2829B) follow up by email or telephone.
2830
283115) After sending your application letter and résumé in response to a job posting that lists a close date, you should
2832C) avoid following up with the employer before that date.
2833
283416) Accompany your résumé with a ________ when you're responding to an advertised job opening.
2835D) solicited application message
2836
283717) When you're preparing an application letter, remember that ________ must clearly state your reason for writing and give the recipient a compelling reason to keep reading.
2838B) the opening paragraph
2839
284018) An unsolicited job application letter should begin with a statement designed to get the reader's attention.
2841Answer:  TRUE
2842
284319) In the middle part of an application letter, you should indicate your salary range and potential benefits to your employer.
2844Answer:  FALSE
2845
284620) Briefly explain the primary differences between solicited application letters and unsolicited application letters.
2847Answer:  Whereas a solicited application letter is written in response to an announced job opening, an unsolicited letter is sent to an organization that has not announced an opening. Writing unsolicited letters is more challenging because you don't have a position announcement from which to work.
2848An unsolicited application letter is more challenging because you must identify the qualities the company would likely be looking for in the position you would like to get, so you need to tailor your approach accordingly. Either way, it is a good habit to include an application letter with every résumé you send out.
2849
285021) Explain the function of each phase of an application letter written in the AIDA format.
2851Answer:  (1) Getting attention: The opening paragraph of your application letter has two important jobs to do: clearly stating your reason for writing and giving the recipient a reason to keep reading. (2) Building interest and increasing desire: The middle section of the application letter presents your strongest selling points in terms of their potential benefit to the organization, thereby building interest in you and creating a desire to interview you. (3) Motivating action: The final paragraph of your application letter has two important functions: to ask the reader for a specific action and to facilitate a reply. In almost all cases, the action you request is an interview.
2852
285322) Most employers interview an applicant ________ before deciding to make a job offer.
2854B) multiple times
2855
285623) Employers use preliminary screening interviews to
2857C) filter out applicants who're not a good fit for the job.
2858
285924) During a screening interview, your best approach is to
2860B) keep your answers short, but offer key points that set you apart from other candidates.
2861
286225) The employer's goal in the initial screening interview is to
2863B) filter out applicants who are not a good fit for the position.
2864
286526) The second stage of interviews (following screening) is the ________ stage.
2866E) selection
2867
286827) In the selection stage of an interview, your best approach is to
2869B) relate your training and experience to the organization's needs.
2870
287128) If you are asked back for a final job interview, you should expect the interviewer to focus on
2872B) selling you on the advantages of joining the organization.
2873
287429) Interviews in which the interviewer adapts his or her line of questioning based on the answers you give and any questions you ask are known as ________ interviews.
2875E) open-ended
2876
287730) In a(n) ________, the candidate meets with several interviewers at once.
2878A) panel interview
2879
288031) ________ interviews allow one or more interviewers to meet with several candidates simultaneously and to observe how the candidates interact with potential peers.
2881B) Group
2882
288332) Interviews in which job candidates are asked how they would respond to various hypothetical situations on the job are known as ________ interviews.
2884D) situational
2885
288633) Questions such as, "What is one job-related achievement that best illustrates your work ethic?" are likely to be asked during a ________ interview.
2887C) behavioral
2888
288934) In a working interview,
2890E) the candidate actually performs a job-related activity during the interview.
2891
289235) Which type of interview would be likely to include a question such as, "You seem wholly unqualified for this job, and your answers have been terrible so far. Why should we continue with this?"
2893A) Stress
2894
289536) When you're participating in a video interview with a prospective employer,
2896A) make eye contact with the camera.
2897
289837) Employers use structured questionnaires, tests, and sophisticated job simulations during interviews because these tools
2899D) can closely mimic actual job skills.
2900
290138) In general, employers are looking for two things: proof that a candidate can handle the responsibilities of the position and
2902C) evidence that the person will fit in with the organization.
2903
290439) If you're asked to submit to alcohol testing and drug screening during the hiring process, remember that
2905B) a majority of companies require them of all applicants.
2906
290740) Employers use ________ tests to measure a variety of attributes involved in acquiring, processing, analyzing, using, and remembering information.
2908E) cognitive
2909
291041) Your goal during the interview process should be
2911B) to find the right match for your goals and capabilities.
2912
291342) An employment interview is
2914C) a formal meeting during which you and the interviewer ask questions and exchange information.
2915
291643) During a behavioral interview, you'll be asked to
2917D) relate specific incidents or experiences from your past.
2918
291944) During ________, the interviewer will adapt the line of questioning according to the answers you give and the questions you ask.
2920D) an open-ended interview
2921
292245) During the selection stage of the interview processes, you should
2923E) relate your skills and experience to the organization's needs.
2924
292546) Most employers interview an applicant once before deciding whether to offer a person a job.
2926Answer:  FALSE
2927
292847) One challenge in a screening interview is to keep your answers short while distinguishing yourself from other candidates.
2929Answer:  TRUE
2930
293148) You should prepare for a video interview in much the same way you would prepare for an in-person interview.
2932Answer:  TRUE
2933
293449) When you're applying for jobs, assume that potential employers will search online to learn more about you.
2935Answer:  TRUE
2936
293750) Explain the dual purposes of employment interviews.
2938Answer:  The organization is trying to find the best person available for the job, while the applicant is trying to find the best job for his or her goals and capabilities.
2939Because the organization with the position opening has a need, you will maximize your chances of landing the job if you focus on indicating how you can address and fulfill that need as an employee.
2940
294151) What are the two primary goals of screening interviews?
2942Answer:  Screening interviews, such as those on college campuses, are a means of eliminating unqualified applicants and identifying promising candidates.
2943The interview process for many companies can involve multiple stages, including a screening stage, a selection stage, and a final stage. Screening interviews can occur in multiple forms, from in-person interviews to telephone calls, Skype calls, or computer-based screening systems.
2944
294552) What should a job candidate strive to achieve during a selection interview?
2946Answer:  Show keen interest in the job, relate your skills and experience to the organization's needs, listen attentively, and ask insightful questions to show that you've done your research.
2947Make sure to emphasize how your skills and abilities will be a valuable addition to the company during the selection stage of the interview process.
2948
294953) Briefly explain the difference between a structured interview and an open-ended interview.
2950Answer:  In structured interviews, the employer asks a series of prepared questions in a set order. In less formal open-ended interviews, the employer asks broad questions, encouraging the applicant to talk freely.
2951You can prepare for both types of interviews by considering commonly asked interview questions and developing brief answers as well as examples that illustrate your skills and abilities.
2952
295354) Briefly explain what job candidates should expect in behavioral interviews and situational interviews.
2954Answer:  In a behavioral interview, candidates are asked to describe how they handled actual situations from their past. In a situational interview, candidates are asked to explain how they would handle various hypothetical situations.
2955
295655) What two essential questions do employers seek to answer about each candidate in interviews?
2957Answer:  Employers seek to answer two questions: Can the candidate handle the responsibilities of the position? Will he or she be a good fit with the organization?
2958
295956) What is the typical employment-interview sequence? What is the purpose of each type of interview?
2960Answer:  Typical employment interviews include the screening stage, the selection stage, and the final stage. Screening stage interviews focus on screening out unqualified applicants. Selection stage interviews allow the organization to identify top candidates, who may receive job offers or be invited to attend a final stage interview. Final stage interviews usually involve a higher-ranking executive who can make a hiring decision and negotiate the terms of an offer.
2961
296257) Searching LinkedIn to learn about the managers you will meet with in an upcoming interview
2963D) can make it easier for you to build rapport with your interviewers.
2964
296558) When responding to questions during a job interview, you should
2966B) look for opportunities to frame your answers as brief stories rather than simple declarative answers.
2967
296859) For most interviews, asking your own questions is
2969C) just as important as answering the employer's questions effectively.
2970
297160) When you're responding to questions during an interview, you're more likely to answer them successfully if you
2972C) pause for a moment before answering each question.
2973
297461) When choosing the clothing you'll wear for a workplace interview, the best policy is to
2975D) dress conservatively and professionally.
2976
297762) A recent survey of hiring professionals revealed that
2978C) answering mobile phone calls or texting in the middle of an interview is the most common mistake candidates make during their interviews.
2979
298063) When going to a job interview
2981A) take along samples of your work; recruiters are impressed by tangible evidence of job-related accomplishments.
2982
298364) Researching an organization before an interview
2984C) will show you understand the importance of investigation and analysis.
2985
298665) One of the best ways to learn about the managers you will be interviewing with is through
2987D) LinkedIn.
2988
298966) One way to increase your confidence before the start of the interview is
2990E) realize you have value to the employer because they think highly enough of you to invite you for an interview.
2991
299267) The foundation of your interview should be
2993A) confidence and competence.
2994
299568) When you're staging mock interviews to polish your interview style, pay attention to
2996E) poise, manners and good judgement.
2997
299869) Part of preparing for a job interview involves anticipating the questions that an interviewer will ask and rehearsing answers to each one.
2999Answer:  TRUE
3000
300170) The appropriate clothing for most job interviews is something conservative, such as a dark blue suit.
3002Answer:  TRUE
3003
300471) What six tasks do you need to complete to prepare for a successful job interview?
3005Answer:  When you're preparing for a job interview, do all of the following: (1) Learn about the organization and your interviewers. (2) Think ahead about questions. (3) Bolster your confidence. (4) Polish your interview style. (5) Present a professional image. (6) Be ready when you arrive. To increase your chances of landing the position to which you are applying, make sure you prepare adequately for the interview by researching, prepping answers, and putting forth the most professional version of yourself.
3006
300772) What should you focus on when you (and your interview partner) are evaluating your performance in mock interviews?
3008Answer:  Critique the quality and length of your answers, your nonverbal behavior and speaking voice, and your use of filler words (such as "uh" and "um"). In addition, determine whether you pause to formulate coherent responses before answering.
3009Practicing your interview techniques with another person can help you identify any undesirable habits you might have so that you can work to control them.
3010
301173) List three guidelines to follow when deciding what to wear for an employment interview.
3012Answer:  (1) Dress conservatively. (2) Wear limited jewelry (men should wear especially little jewelry). (3) Wear stylish but professional looking shoes. (3) Avoid flamboyant styles, colors, and prints even in companies where interviewers may dress casually. (Answers may vary.)
3013
301474) Many interviewers begin making a decision about the applicant
3015A) within the first 20 seconds of the interview.
3016
301775) The longest phase of a job interview is usually
3018B) the question-and-answer stage.
3019
302076) The employer can legally ask you questions about
3021E) your legal right to work in the United States.
3022
302377) If your interviewer asks you a potentially unlawful question,
3024C) you have several options, including trying to answer "the question behind the question."
3025
302678) When a job interviewer indicates the interview is coming to a close, you should
3027C) prepare to leave but (if possible) try to pin down what will happen next.
3028
302979) On your second or third visit to an organization, if you haven't been offered the job, you should
3030C) ask tactfully when you can expect to learn of the decision.
3031
303280) When you discuss salary requirements with a prospective employer, you should
3033A) let the interviewer raise the topic first.
3034
303581) During the warm-up phase of the interview, ________ is crucial in projecting confidence and professionalism.
3036A) body language
3037
303882) During which phase of the interview process are you most likely to be asked specific questions about how you handled particular situations in previous jobs?
3039B) the question-and-answer stage
3040
304183) During the interview, a candidate should ask questions about
3042C) what the company is looking for in a new employee.
3043
304484) During the close of the interview, be sure to 
3045D) emphasize your value to the organization.
3046
304785) During the question-and-answer stage of an interview,
3048B) let the interviewer lead the conversation.
3049
305086) One advantage to maintaining interview notes is
3051D) to have you decide which company is the right fit for you when you are considering various job offers.
3052
305387) Which of the following would best support your ability to negotiate a starting salary?
3054C) market demand for your skill set
3055
305688) During the question-and-answer phase of an interview, try to keep your answers short; usually just a yes or no will do.
3057Answer:  FALSE
3058
305989) Describe each of the three stages of a successful employment interview.
3060Answer:  (1) The warm-up: This is the most important stage. Interviewers will make important decisions about you based on their first impression. Sell yourself nonverbally. Offer a firm but gentle handshake; use the interviewer's name; smile. Let the interviewer begin the discussion. 
3061(2) The question-and-answer stage: Let the interviewer lead the conversation. Try to tailor your answers to make a favorable impression. Be sure to ask questions of your own about the job and the company. Explain how you will be able to help the company meet its needs. (3) The close: Pay attention to the interviewer's signals that the interview is ending. Thank the interviewer and express your enthusiasm for the job and the organization.
3062
306390) Within two days after an employment interview, you should
3064C) follow up with a short note of thanks, using a tone that's positive while reinforcing why you are a good fit.
3065
306691) You could send a ________ after an interview if you haven't received the interviewer's decision by the promised date or within two weeks.
3067C) message of inquiry
3068
306992) Use the model for direct messages when you write a
3070B) letter of acceptance.
3071
307293) Staying in contact with a prospective employer after an interview
3073E) shows that you really want the job.
3074
307594) Writing a thank you note shortly after the interview, even an interview that went poorly,
3076D) provides a chance to modify an answer given during the interview.
3077
307895) Job offers and the acceptance of the offer
3079C) are legally binding contracts.
3080
308196) If you write a letter to decline the offer of a job,
3082B) use an indirect format.
3083
308497) When terminating the job with a current employer, your letter of resignation
3085A) should include at least two weeks' notice.
3086
308798) You've just finished a job interview, and you know that you're not going to get the job. So, don't worry about following up with a "thank-you" message to the interviewer.
3088Answer:  FALSE
3089
309099) Why is it advantageous for candidates to stay in contact with prospective employers after an interview? Provide at least three reasons.
3091Answer:  Staying in contact with a prospective employer after an interview shows that you really want the job and are determined to get it. Doing so also gives you another chance to demonstrate your communication skills and sense of business etiquette. Following up reminds the interviewer that you're a serious candidate who's looking for employment, and that you're waiting for the decision.
3092A good way to stay in touch with prospective employers is by sending follow-up (thank-you) notes within two days of each interview. You'll be practicing good business etiquette and showing that you're willing to go the extra mile.
3093
3094100) If a job candidate receives a job offer while other interviews are still pending, how should he or she ask the employer for a time extension?
3095Answer:  A message requesting a time extension should open with a strong statement of your continued interest in the job, and then ask for more time to consider the offer, provide specific reasons for the request, and assure the reader that you will respond by a specific date.