Advanced Business Communication
Exam Answer Key
Course Introduction
Advanced Business Communication delves into the strategies and techniques necessary for effective communication within professional business settings. The course emphasizes the development of high-level written, oral, and digital communication skills tailored for internal and external business audiences. Key topics include persuasive messaging, intercultural and ethical considerations, negotiation, business presentations, technology-mediated communication, and crisis management. Through case studies, collaborative projects, and practical exercises, students will refine their ability to craft clear, impactful messages and confidently navigate complex business interactions.
Recommended Textbook
Business Communication Process and Product 9th Edition by Mary Ellen Guffey
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16 Chapters
1840 Verified Questions
1840 Flashcards
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Page 2
Chapter 1: Business Communication in the Digital Age
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Lucy works in an office that has nonterritorial workspaces.This is new to her,and she would like to display good open office etiquette.What should she do?
A)Speak in a soft voice and wear headphones to cut down on noise.
B)Try to get to the office first each morning so that she always gets the best desk.
C)Engage in a lot of chitchat to get to know her coworkers better.
D)Eavesdrop as often as possible to learn about the company culture.
Answer: A
Q2) Information flows through formal communication channels in three directions: downward,upward,and spiral.
A)True
B)False
Answer: False
Q3) When faced with an ethical dilemma,what is the first question you should ask?
A)What would my family,friends,and coworkers think?
B)Would I take this action if I were on the opposite side?
C)Is the action I am considering legal?
D)Would a trusted advisor agree with this action?
Answer: C
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3
Chapter 2: Professionalism: Team, Meeting, Listening,
Nonverbal, and Etiquette Skills
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115 Verified Questions
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Sample Questions
Q1) Virtual teams may be global or local.
A)True
B)False
Answer: True
Q2) Most of us listen at about 75 percent efficiency.
A)True
B)False
Answer: False
Q3) Meetings are a gathering of employees to pool information,solicit feedback,clarify policy,seek consensus,and ________ (two words).
Answer: solve problems
Q4) When a speaker's nonverbal cues contradict the verbal message,responding with statements like "I'm not sure I understand" or "Please tell me more about ..." are ways to
A)express disapproval
B)reduce conflict
C)probe for more information
D)take control of the conversation
Answer: C
Page 4
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Chapter 3: Intercultural Communication
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115 Flashcards
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Sample Questions
Q1) Which of the following statements about gender differences in communication is accurate?
A)Women tend to have more attentive eye contact than men.
B)Women tend to make more expansive gestures than men.
C)Women tend to focus more on the big picture rather than details.
D)Women tend to make more "I" statements,whereas men make more "we" statements.
Answer: A
Q2) The North American Free ________ Agreement has expanded trade among Canada,the United States,and Mexico.
Answer: Trade
Q3) Ildiko is a low-context communicator.She is likely to value membership in organizations,groups,and teams.
A)True
B)False
Answer: False
Q4) Low-context communicators tend to use ________ logic to reach conclusions.That is,they proceed from Point A to Point B to Point C and finally arrive at a conclusion.
Answer: linear
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Chapter 4: Planning Business Messages
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Sample
Questions
Q1) Jorge is working on a sales brochure to promote a new product.Which of the following will Jorge do during the third phase of the writing process?
A)Anticipate how customers will react to the message.
B)Proofread the brochure carefully for correct spelling,grammar,and punctuation errors.
C)Conduct all necessary research to make sure that the brochure will meet his customers' needs.
D)Decide how to organize the brochure to make it most persuasive to his customers.
Q2) Anthony is part of a virtual team collaborating on a written proposal.Which of the following collaboration tools can help his team work together on this shared document?
A)The track changes function in MS Word
B)A wiki
C)A Google doc
D)All of these choices
Q3) Because jargon can be confusing,it should never be used in business writing.
A)True
B)False
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Chapter 5: Organizing and Writing Business Messages
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Sample Questions
Q1) When you are persuading or delivering bad news to your audience,the indirect paragraph plan is most effective.
A)True
B)False
Q2) Pronouns can help build continuity within a paragraph,but they often need a(n)_________ with them to make their meaning clear.
A)verb
B)noun
C)adverb
D)adjective
Q3) The first step of Phase 2 of the 3-x-3 writing process is to conduct research to collect all the needed information.
A)True
B)False
Q4) Placing the main idea first or last in a sentence is a good way to emphasize the idea.
A)True
B)False
Q5) A comma splice results when a writer joins two ________ clauses with a comma.
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) ________ business phrases use stale,unoriginal expressions such as pursuant to your request,in receipt of,and under separate cover.
Q2) ________ expressions such as at this point in time and due to the fact that are wordy phrases that may be better expressed in single words.
Q3) Common expressions known as clichés are effective in business writing because they are universally understood and conversational.
A)True
B)False
Q4) At this point in time,due to the fact that,feel free to,and in the near future are examples of ________.
A)redundancies
B)flabby expressions
C)long lead-ins
D)opening fillers
Q5) Empty space on a page is called ________ space,which can improve readability.
Q6) The phrase create a reduction in costs contains an example of a buried verb.
A)True
B)False
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Chapter 7: Electronic Messages and Digital Media
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Sample Questions
Q1) Which of the following statements about social networking sites is most accurate?
A)Twitter is the most popular social network,with 58% of American adult users.
B)Companies use social networks to connect with external audiences,but not for internal audiences.
C)Fewer than 50 percent of the Fortune 500 companies are on Facebook,although this figure is expected to grow.
D)The number of social media users sixty-five and older has more than tripled in five years.
Q2) The storing and accessing of data and software applications in remote network clusters called _________ computing.
Q3) Important is an example of an effective subject line because it is likely to catch the reader's attention.
A)True
B)False
Q4) When copying others on an e-mail,today's writers should use Ccto reveal openly all ________ of a message.
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Chapter 8: Positive Messages
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Sample Questions
Q1) Routine request and response messages should be written using ________.
A)the indirect strategy
B)persuasive techniques
C)the direct strategy
D)heightened emotion
Q2) Although e-mail is effective for both internal and external communication,many important messages still call for letters.Identify the four situations calling for business letters and describe a work-related example of each of these situations.
Q3) Your response to a congratulatory note or other goodwill message ________.
A)is frowned upon because it extends the conversation unnecessarily
B)is equivalent to saying You're welcome when someone has said Thank you
C)should further detail your hard work and good qualities
D)should suggest that you don't deserve the praise or attention
Q4) The following is an example of a direct introductory sentence to a hotel requesting information about accommodations:Our company will be holding an employee retreat early next year.
A)True
B)False
Q5) ________ messages express thanks,congratulations,recognition,and sympathy.
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Chapter 9: Negative Messages
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Sample Questions
Q1) Which of the following statements is an example of resalein the closing paragraph of a bad-news message?
A)The product you ordered is no longer in stock.
B)You chose our best-selling model.
C)We are happy to send you an alternative product.
D)Because we are out of the product you ordered,we are referring you to our competitor.
Q2) Priscilla must turn down a request for a charitable contribution,and she's not sure how her reader will respond.She should,therefore,use the direct strategy for her message.
A)True
B)False
Q3) When writing a letter to a customer denying credit,you should have four goals.Which of the following is not one of these goals?
A)Promising the customer that credit will be granted in the future
B)Retaining the customer on a cash basis
C)Avoiding language that causes hard feelings
D)Avoiding disclosures that could cause a lawsuit
Q4) ________ is the ability to understand and enter into the feelings of another.
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Chapter 10: Persuasive and Sales Messages
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Sample Questions
Q1) The best persuasive requests ________ .
A)offer a product more cheaply than all other competitors
B)anticipate audience resistance
C)focus solely on direct benefits
D)are spoken rather than written
Q2) Paul wants to convince the members of his staff to begin exercising more.He should use an indirect organizational pattern to persuade the staff.
A)True
B)False
Q3) When price is an obstacle,the most effective sales messages reduce resistance by
A)mentioning the price right away to show that you have nothing to hide
B)showing the price in smaller units
C)not mentioning the price at all
D)sending your readers to your competitors' websites to compare prices
Q4) To overcome resistance most effectively,a message should directly address every possible objection your reader might have.
A)True
B)False
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Chapter 11: Report and Research Basics
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Sample Questions
Q1) Web search tools that specialize in metasearching by combining several powerful search engines into one are called ________.
Q2) Magazines,pamphlets,and journals are types of ________.
A)periodicals
B)primary research
C)websites
D)research databases
Q3) Connor has a great idea to raise funds for a community organization,but he is afraid his boss won't support it.Connor's report should be written using the ________ strategy.
Q4) Short (eight or fewer pages)informal reports addressed to an internal audience are usually presented in _________.
A)memo format
B)manuscript format
C)letter format
D)template format
Q5) In trying to gather primary data for a report,Josh poses a query to his professional network via social media.He is using an interview technique known as ________.
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Chapter 12: Informal Business Reports
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Sample Questions
Q1) An annual sales report covering the Medical Instruments Division,Computer Supplies Division,and Consumer Products Division should be organized by component.
A)True
B)False
Q2) Reader ________ should be the primary factor in deciding how to organize a report.
Q3) Recommendations should be phrased as ________ (beginning with verbs).
Q4) The range of the values $60,000 and $75,000 is ________.
Q5) Which of the following is an example of an informational report?
A)A report recommending that an organization begin offering on-site child care to employees
B)A report describing a new procedure for submitting expense claims
C)A report analyzing reasons for a company's high turnover rate
D)A report determining which wireless carrier to use for the sales staff's smartphones
Q6) Examples of talking report headings include Introduction,Background,Findings,and Conclusions.
A)True
B)False
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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Sample Questions
Q1) An executive summary included with a formal proposal is typically ________.
A)one page long
B)three to four pages long
C)five to six pages long
D)up to 10 percent of the original text
Q2) Which statement does not describe the body of a formal business report?
A)Clear headings are used to explain each major section.
B)Evidence that justifies the conclusions is presented.
C)Research findings are discussed,analyzed,interpreted,and evaluated.
D)Incidental and supporting materials are placed strategically throughout the body of the report.
Q3) Most proposals are unsolicited.
A)True
B)False
Q4) The financial analysis section of a business plan should outline two types of budgets - a realistic start-up budget and a(n)________ budget that projects cost forpersonnel,insurance,rent,salaries,and so on.
Q5) Most proposals are external.
A)True
B)False
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Chapter 14: Business Presentations
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Sample Questions
Q1) Thomas will be telling staff in his department about new equipment that will be installed soon.He expects his audience to be neutral about this information because the new equipment won't have a large effect on employees' day-to-day activities.What should Thomas do when delivering his presentation?
A)Be dynamic and entertaining,moving around and using large gestures.
B)Be warm,pleasant,and open;use lots of eye contact and smiles.
C)Save time at the end for audience questions.
D)Include humor,personal stories,and flashy visuals.
Q2) When you prepare your PowerPoint slides,it is recommended that youstrive to break free from ________ lists whenever possible and minimize the use of text.
Q3) Zoom presentation software (such as Prezi)allows speakers tozoom in on and out of images to help the audience understand and remember content,details,and relationships.
A)True
B)False
Q4) E-mail has made the telephone obsolete for business communication.
A)True
B)False
Q5) A ________ is an online,pre-recorded audio clip delivered over the Web.
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Chapter 15: The Job Search, Résumés, and Cover Letters
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Sample Questions
Q1) The open job market refers to positions that you can apply for without submitting a résumé.
A)True B)False
Q2) A chronological résumé style would be best for which of the following candidates?
A)Emma,who has worked for years in the retail industry and who is now pursuing a career in health care
B)Griffin,who has held five different positions with four different companies over the past three years
C)Roxanne,who has advanced from an entry-level position to department manager for her current employer
D)Huseyin,who is afraid he will appear overqualified for the target position
Q3) In addition to your résumé,reference letters,and work samples,your career e-portfolio may also contain such items as photographs,multimedia files,and blog entries.
A)True B)False
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17
Chapter 16: Interviewing and Following Up
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Sample Questions
Q1) The point at which to begin showcasing your best professional behavior is when you greet the person who will be conducting your interview.
A)True
B)False
Q2) When using ________ questions,interviewers describe a hypothetical situation and ask how you would handle it.These types of questions help employers test your thought processes and logical thinking.
A)behavioral
B)illegal
C)situational
D)getting-acquainted
Q3) Landslide Marketing,Inc. ,is interviewing several candidates for a leadership position that requires strong communication skills.What form of interview will the company most likely use to interview for this position?
A)A one-on-one interview conducted by the human resources director
B)A stress interview conducted by the head of the marketing division
C)A video interview to test the applicants' technical skills
D)A group interview in which the company interviews several candidates at the same time
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