Advanced Business Communication
Final Exam
Course Introduction
Advanced Business Communication explores the principles and practices of effective communication within complex business environments. The course covers topics such as strategic messaging, intercultural communication, negotiation and conflict resolution, professional presentations, and digital communication tools. Emphasis is placed on refining writing and speaking skills for diverse audiences, utilizing persuasive techniques, and leveraging technology to facilitate collaborative projects. Students engage in real-world case studies, role-plays, and group projects to develop advanced competencies essential for leadership and managerial success in todays global business landscape.
Recommended Textbook
Business Communication Today 11th Global Edition by Courtland Bovee
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Page 2
Chapter 1: Achieving Success Through Effective Business
Communication
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Sample Questions
Q1) An ethical ________ involves choosing between conflicting alternatives that are not clear-cut.
Answer: dilemma
Q2) In the communication process, ________ describes the step in which the audience extracts the idea from a message.
Answer: decoding
Q3) A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.
A)True
B)False
Answer: True
Q4) When does the rumor mill tend to be most active within an organization? Include an example of a situation that might cause the rumor mill to become more active.
Answer: The informal communication network or "grapevine" tends to be most active when employees believe the formal network is not providing the information they want. For example, if employees are worried about possible layoffs but managers do not address the topic, the grapevine would probably become more active.
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Chapter 2: Mastering Interpersonal Communication
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Sample Questions
Q1) Teams need to learn how to handle ________ : clashes over differences in ideas, opinions, goals, or procedures.
Answer: conflict(s)
Q2) Which of the following is not an important consideration related to etiquette in the workplace?
A) The clothing you wear to work
B) Your grooming habits
C) Your height and weight
D) Your telephone skills
Answer: C
Q3) Once you have decided that a meeting is necessary, what four strategies can help you plan it effectively?
Answer: The first task is to decide whether the meeting will serve mostly informational or decision-making purposes, or whether it will be geared toward both. Next, meeting participants should be chosen carefully, limiting selections to those whose presence is absolutely essential. Then the venue and time must be selected and reserved. Finally, the meeting planner should develop a suitable agenda and distribute it among the participants several days before the meeting.
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4
Chapter 3: Communicating in a World of Diversity
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Sample Questions
Q1) Explain the difference between a high-context culture and a low-context culture, and provide at least one example of each.
Answer: 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.
Q2) Foreign language instruction is one area where social networking technology has failed to have much of an impact.
A)True
B)False
Answer: False
Q3) People within a particular culture tend to differ enormously in their basic assumptions about how people should think, behave, and communicate. A)True
B)False
Answer: False
Q4) ________ is a fear of strangers and foreigners.
Answer: Xenophobia
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) A good way to test the thoroughness of your message is to use the ________ approach and ask whether the message answers who, what, when, where, why, and how.
Q2) Briefly distinguish between the direct and indirect approaches to organizing business messages.
Q3) When it comes to business research, online sources generally require more careful evaluation than other types.
A)True
B)False
Q4) The best time to choose between the direct and indirect approach for organizing messages is before you've decided on the main idea.
A)True
B)False
Q5) The three general purposes of business messages are to inform, to persuade, or to ________ with the audience.
Q6) The indirect approach is best when your audience is likely to be skeptical.
A)True
B)False
Q7) Briefly explain the difference between the topic of a message and the main idea.
Page 6
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Chapter 5: Writing Business Messages
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Sample Questions
Q1) "Although our servers are stable, the telephone system is a serious concern" is a
A) compound sentence.
B) simple sentence.
C) complex sentence.
D) compound-complex sentence.
Q2) A standard block of text used in various documents without being changed is called
Q3) When developing paragraphs, you should use only one method within each paragraph and throughout a document.
A)True
B)False
Q4) "If we can't meet the deadline, our losses will be significant" is a compound sentence.
A)True
B)False
Q5) How is the denotative meaning of a word different from its connotative meaning?
Q6) Bragging about your company's accomplishments can be offensive to readers.
A)True
B)False
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Chapter 6: Completing Business Messages
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Sample Questions
Q1) "If the figures are in by the end of the month we will hopefully be able to begin planning for the upcoming year's budget, but if they are not then the planning process will most definitely have to wait until later" is an example of
A) an indefinite pronoun starter.
B) a comma splice.
C) an overly long sentence.
D) an awkward pointer.
Q2) Using many different fonts in the same document will make it more appealing to your audience.
A)True
B)False
Q3) In revising an important report, you want to make sure all numbers are written with numerals rather than being spelled out. Which of the following tools can help with this task?
A) Link checker
B) Thesaurus
C) Spell checker
D) Style checker
Q4) Briefly describe two strategies for clarifying sentence structure.
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Chapter 7: Crafting Messages for Electronic Media
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Sample Questions
Q1) If you do not have a constant supply of new information to post on a business blog, A) repost old material so your audience will not lose interest.
B) your audience will appreciate not having to process information that changes constantly.
C) keep readers interested by adding daily comments on current events.
D) you should create a traditional website instead.
Q2) Compared to email, ________ ________ is faster, simpler to operate, and offers fewer problems with unwanted messages or security and privacy problems.
Q3) Briefly explain the concept of using compositional modes for electronic media.
Q4) You have decided to post a video on YouTube explaining how to use one of your company's new products. To be most effective, the video should be no more than ________ minutes long.
A) 60
B) 1
C) 25
D) 5
Q5) ________ your blog makes it easier for readers to find your material and easily find everything you've written about a certain topic.
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Chapter 8: Writing Routine and Positive Messages
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Sample Questions
Q1) In the final section of a request message, you should omit stating specific deadlines to avoid putting too much pressure on your reader.
A)True
B)False
Q2) If you have serious concerns about the qualifications of a job candidate who has asked you for a recommendation, it is best to
A) keep them to yourself.
B) refuse to write the recommendation.
C) state your opinion strongly, since it is protected by the First Amendment.
D) include others' criticisms to support your statements.
Q3) Goodwill messages were once common in business, but are now mostly regarded as a waste of time.
A)True
B)False
Q4) Thanks to the Internet and social media, many companies now rely on ________ news releases, in which they communicate directly with customers and other audiences instead of going through the media.
Q5) Explain what you should include in an effective recommendation letter.
Q6) Dissatisfied customers can request a(n) ________, or claim settlement.
Page 10
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Chapter 9: Writing Negative Messages
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Sample Questions
Q1) Firing an employee whose performance reviews were all positive can result in a lawsuit.
A)True
B)False
Q2) When composing a negative message, you should try to
A) leave the reader with hope that you will change your decision.
B) choose a buffer that will distract your reader from the main point of your message.
C) gain the audience's acceptance of the bad news.
D) avoid stating the bad news.
Q3) To reject someone as clearly and kindly as possible, do all of the following except A) use phrases such as, "Much as I would like to help you."
B) de-emphasize the bad news.
C) tell the audience what you can or will do rather than what you cannot or will not do. D) use a conditional statement.
Q4) List three techniques for de-emphasizing bad news.
Q5) What are some viable options for refusing social networking recommendation requests?
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Page 11
Chapter 10: Writing Persuasive Messages
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Sample Questions
Q1) When writing persuasive messages, one should be careful not to mix emotional and logical appeals.
A)True
B)False
Q2) The AIDA model can be used with both the direct and indirect approaches for persuasive messages.
A)True
B)False
Q3) If price is one of your strong selling points, you should
A) give it a position of prominence, such as in the headline or as the last item in a paragraph.
B) mention special offers, such as volume discounts, before actually stating the price.
C) compare the price to the cost of some other product or activity ("This exercise equipment costs less than a health club membership").
D) break the total price into smaller units ("Just six easy payments of $19.95 each will bring you this lovely collector's item").
Q4) ________ ________ are the most attractive features of an idea or product.
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12
Chapter 11: Finding, Evaluating, and Processing Information
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Sample Questions
Q1) You would not need to cite a source if you have
A) provided general knowledge about your topic.
B) described, in your own words, a plan for organizing production lines, which appeared in a professional journal.
C) used a table from the 1985 Farmer's Almanac.
D) used a direct quotation of under 250 words from a book titled Modern Economics.
Q2) In evaluating material you have gathered for a report, you should
A) assume that any information taken from a webpage will be credible and reliable. B) check to make sure the material is current.
C) ignore government documents.
D) throw out any information whose source is an organization that might be biased.
Q3) "Do you watch sports and news shows on TV?" is a compound question.
A)True B)False
Q4) A survey is valid if it produces identical results when repeated. A)True B)False
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13
Chapter 12: Designing Visual Communication
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Sample Questions
Q1) Unlike words, visual images have connotative meanings that are consistent across cultures.
A)True
B)False
Q2) Tables presented in printed documents must contain fewer columns and rows than tables presented online.
A)True
B)False
Q3) Because of the costs of reproduction, photographs are usually not used in business reports.
A)True
B)False
Q4) Legends should be included with
A) all visuals in business reports.
B) complex graphs.
C) controversial reports.
D) all of the above.
Q5) List at least five types of visuals commonly used to present data in business documents. Provide an example of a specific task for which one type would be especially useful.
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Chapter 13: Planning Reports and Proposals
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Sample Questions
Q1) A contractor submitting a weekly report on work done to date would be providing the client with
A) a justification report.
B) a progress report.
C) a periodic operating report.
D) a compliance report.
Q2) Delivering a business report as a word processing file
A) is rarely, if ever, necessary.
B) wastes time and confuses your audience.
C) is usually not preferable to a printed document.
D) is useful if the audience will need to search the report frequently.
Q3) Which of the following is not a useful strategy in preparing business reports?
A) Keep your report as short as possible.
B) Understand and meet audience expectations.
C) Use the same format for reports, regardless of topic.
D) All of the above are useful strategies.
Q4) Depending on your status in the organization, using the direct approach in reports can be misconstrued as arrogance.
A)True
B)False
Page 15
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Chapter 14: Writing Reports and Proposals
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Sample Questions
Q1) ________ sections introduce important topics by helping readers get ready for new information.
Q2) A more ________ tone is generally appropriate for longer reports, those dealing with controversial or complex information, and those that will be sent to other parts of the organization or to outsiders.
Q3) When writing business reports for outsiders (such as customers or suppliers), it is best to
A) use a less formal tone than you would for an internal audience.
B) include personal references such as "you" and "us."
C) use a more formal tone than you would for an internal audience.
D) use a great deal of idiomatic language.
Q4) The introduction of a solicited proposal
A) need not be as detailed as that of an unsolicited proposal.
B) should refer specifically to the RFP that initiated it.
C) is expected to be much longer than that of an unsolicited proposal.
D) should downplay the magnitude of the problem you're addressing.
Q5) Words or phrases that tie ideas together and show how one thought relates to another are known as ________ and are useful for keeping readers on track as they read your report.
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Chapter 15: Completing Reports and Proposals
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Sample Questions
Q1) Most proposals have few supplementary parts.
A)True
B)False
Q2) The components of a formal proposal are entirely different from those of other formal reports.
A)True
B)False
Q3) In a formal, unsolicited proposal, a synopsis or executive summary may be
A) useful if the proposal is fairly short.
B) placed in an appendix.
C) essential for highlighting your competitive advantage.
D) unnecessary.
Q4) Explain why it is generally best to prepare the prefatory parts of your report after you've written the text.
Q5) Which of the following is not included in the prefatory parts of a formal report?
A) Introduction
B) Cover
C) Letter of authorization
D) Table of contents
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Chapter 16: Developing Oral and Online Presentations
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Sample Questions
Q1) Even when you expect your audience to be skeptical, the direct approach is always best for presentations.
A)True
B)False
Q2) As you conclude your presentation, it is vital to emphasize whatever you want your listeners to do or think.
A)True
B)False
Q3) To keep an audience's attention, try to present every point you make in light of the audience's needs and values.
A)True
B)False
Q4) Speeches and oral presentations are much like any other messages in that A) they require no planning.
B) they deal with emotional or personal issues to a similar extent.
C) the interaction between the audience and speaker is similar.
D) they require similar planning.
Q5) The ________ to your presentation aims to capture the audience's attention.
Q6) List the four delivery methods for oral presentations.
Page 18
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Chapter 17: Enhancing Presentations With Slides and Other
Visuals
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Q1) Briefly explain the function builds play in electronic presentations.
Q2) Unlike free-form slides, ________ slides follow the same basic format throughout the presentation.
Q3) During the revision stage of preparing your slide presentation, you should
A) check for readability and clarity.
B) determine your main idea.
C) decide on the background color to use.
D) decide where builds and transitions should be inserted.
Q4) Unlike structured slides, free-form slides
A) are completely random and have no design consistency.
B) contain extra-large fonts.
C) use the same color for background and text.
D) don't follow a rigid design structure.
Q5) The "slide sorter view" in presentation software allows you to see a batch of slides, either all at once or in significant portions.
A)True
B)False
Q6) Explain five types of materials that are often best presented on handouts.
Page 19
Q7) Describe some considerations to keep in mind in timing the distribution of your handouts.
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Page 20
Chapter 18: Building Careers and Writing Résumés
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Sample Questions
Q1) A résumé is a persuasive message designed to help you get an interview.
A)True
B)False
Q2) In describing activities and achievements on your résumé, you should
A) use mild exaggerations-everyone else does, so you'll be at an unfair disadvantage if you don't.
B) use significant amounts of jargon and technical terms.
C) limit what you include to what makes you a more attractive job candidate.
D) leave out any awards you've won unless they are specifically relevant to your current career objective.
Q3) You should always include your college GPA on your résumé.
A)True
B)False
Q4) If you have very little job experience, you may choose to lead off your résumé with a(n) ________ section.
Q5) In the ________ ________ section of your résumé you list jobs you've had and responsibilities you've held on those jobs.
Q6) One alternative to putting a Career Objective on your résumé is to include a Summary of ________.
Page 21
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Chapter 19: Applying and Interviewing for Employment
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Sample Questions
Q1) In the final paragraph of your application letter, you should forcefully demand an interview.
A)True
B)False
Q2) Briefly explain the difference between a structured interview and an open-ended interview.
Q3) When you receive a job offer that you want to accept, you should reply within ________ days.
Q4) During the question-and-answer phase of an interview, try to keep your answers short; usually just a yes or no will do.
A)True
B)False
Q5) In the middle part of an application letter, you should spell out your "selling points" and other potential benefits to your employer.
A)True
B)False
Q6) Briefly explain the primary differences between solicited application letters and unsolicited application letters.
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Chapter 20: Format and Layout of Business Documents
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Sample Questions
Q1) Letterhead stationery commonly includes the company's URL.
A)True
B)False
Q2) "Feb. 10th 2012" is the correct way to type the date in a letter.
A)True
B)False
Q3) The proper sequence for the standard parts of a letter is
A) inside address, heading, date, salutation, body, complimentary close, typewritten name.
B) date, heading, inside address, salutation, body, typewritten name, complimentary close.
C) salutation, date, heading, inside address, body, complimentary close, signature block.
D) heading, date, inside address, salutation, body, complimentary close, signature block.
Q4) The quality of paper is measured by
A) weight and cotton content.
B) length and width.
C) whether or not it is imprinted with the name and address of the company.
D) color and texture.
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Chapter 21: Documentation of Report Sources
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Q1) Entries for the bibliography for a report following the Chicago style
A) alphabetize magazine articles by the name of the magazine if no author is cited.
B) capitalize only the first words of titles of books and articles.
C) use only the name of the principal author, followed by "et al." to represent any other authors.
D) use quotation marks around the titles of articles from newspapers and journals.
Q2) The functions of footnotes and endnotes are identical; the only difference between the two is their placement.
A)True
B)False
Q3) In the list of works cited following MLA style
A) the date comes immediately after the author's name.
B) electronic sources are not included.
C) all the main words are capitalized in the titles of books and articles.
D) the titles of books and periodicals are put in quotation marks.
Q4) The American Psychological Association style uses the author-date system.
A)True
B)False
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Page 24
Chapter 22: Correction Symbols
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Q1) The pronoun "who" is in the nominative case; the pronoun "whom" is in the objective case.
A)True
B)False
Q2) Which of the following words is misspelled?
A) Receive
B) Occurrence
C) Accomodate
D) Exaggerate
Q3) A semicolon is used to separate independent clauses when the second clause begins with a conjunctive adverb such as "however" or "therefore."
A)True
B)False
Q4) Which of the following possessive phrases is not correct?
A) The team's contract with the players
B) The teams' contract with the players
C) It's advantages to the players
D) Its advantages to the players
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