Advanced Business Communication
Question Bank
Course Introduction
Advanced Business Communication explores sophisticated concepts and practices in organizational communication, focusing on strategic message development, crisis communication, cross-cultural interactions, and persuasive communication within a global business context. Students will refine their written, oral, and digital communication skills through case analyses, presentations, and real-world projects. Emphasis is placed on ethical communication, leadership strategies, negotiation, and the integration of new media and technology in professional settings to effectively address complex business challenges.
Recommended Textbook
Excellence in Business Communication 4th Canadian Edition by John V. Thill
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Chapter 1: Achieving Success Through Effective Business
Communication
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Sample Questions
Q1) Describe the seven phases of the communication process.
Answer: Communication is a two-way process that begins when someone conceives an idea and decides to convey it.This individual-the sender-then encodes the idea,putting it into a message the intended receiver will understand.Next,the sender chooses a medium for transmitting the message and then transmits the message via a specific communication channel and medium.The receiver gets the message and decodes it,seeking to absorb and understand it.Finally,the receiver provides feedback so that the sender can decide whether or not the message has been correctly understood.
Q2) Whether you're listening or speaking,communication is a two-way process.
A)True
B)False Answer: True
Q3) The more your audience members share your experiences-personal,professional,and cultural-the more likely they are to extract the same meanings that you encode in your messages.
A)True
B)False Answer: True
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Chapter 2: Communicating in Teams and Mastering
Listening and Nonverbal Communication
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Sample Questions
Q1) One of the biggest mistakes in holding meetings is ______________
A) not having a specific goal.
B) not inviting enough participants.
C) circulating the agenda too far in advance.
D) sticking too closely to the agenda.
Answer: A
Q2) Most people need to improve their listening skills.
A)True
B)False
Answer: True
Q3) A(n)__________ is a unit of two or more people who work together to achieve a goal.
Answer: team
Q4) Group __________ are informal standards of conduct that members share and that guide member behaviour.
Answer: norms
Q5) You are engaging in __________ when you tune out a speaker until you hear a word or phrase that gets your attention once more.
Answer: selective listening
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Chapter 3: Communicating Interculturally
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Sample Questions
Q1) 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.
Answer: Speaking slowly and clearly,asking for feedback,and clarifying what will happen next would all be useful in this situation.
Q2) To convey meaning in a low-context culture such as the one existing in Germany,people rely more on ________________
A) gestures and vocal inflection.
B) indirectness and metaphors.
C) situational cues.
D) explicit verbal communication.
Answer: D
Q3) Recent immigrants-those who have arrived in Canada in the last 10 years-account for 70 percent of labour market growth.
A)True
B)False
Answer: True
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) Explain each phase of the three-step writing process.
Q2) In the __________ approach to organizing a message,the evidence comes first,and the main idea comes later.
Q3) Describe three ways in which businesses are using electronic versions of visual media.
Q4) Organizing ideas using a graphic method is called a "storyteller's tour."
A)True
B)False
Q5) A good way to test the thoroughness of your business message is to check it for
A) a main idea.
B) a purpose.
C) the who, what, when, where, why, and how. D) accuracy.
Q6) Collaborative messages are high in audience participation but low in communicator control.
A)True B)False
Q7) Describe at least three of the tasks involved in developing an audience profile.
Page 6
Q8) The first step in the planning phase is to define your __________.
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Chapter 5: Writing Business Messages
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Q1) A(n)__________ is a cluster of sentences related to the same general topic.
Q2) A software feature called autocompletion completes the remainder of your message.
A)True
B)False
Q3) Enlivening business messages with humour will always please your readers,especially if they don't know you very well.
A)True
B)False
Q4) When preparing your first draft,you are not concerned about style or tone.
A)True
B)False
Q5) In business writing,the topic sentence of each paragraph is usually implied rather than explicit.
A)True
B)False
Q6) If your audience is unfamiliar with you,you need to devote the initial part of your message to establishing ___________.
Q7) List at least two types of biased language and explain how to avoid each type.
Page 7
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Chapter 6: Completing Business Messages
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Sample Questions
Q1) Most business messages score in the ________________ for readability.
A) first- to fourth-grade level
B) fifth- to sixth-grade level
C) eighth- to eleventh-grade level d. twelfth- to thirteenth-grade level
Q2) When you have two or more similar ideas to express,make them parallel.
A)True
B)False
Q3) The subject and predicate of a sentence should be kept as close together as possible.
A)True
B)False
Q4) What three functions do headings serve in business documents? Explain each one.
Q5) Which of the following sentences contains a camouflaged verb?
A) "Some do; others don't."
B) "She is a marketing manager but also serves as ad manager."
C) "It is John's recommendation that she be hired."
D) "He slowly, deliberately added the numbers."
Q6) Rewrite the following sentence to eliminate redundancies: "The engineers collaborated together in order to produce the uniquely original final outcomes of their research."
Page 8
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Chapter 7: Crafting Messages for Electronic Media
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Sample Questions
Q1) If you receive criticism from readers based on a business blog,_____________
A) your should respond openly and honestly.
B) ignore it unless the critic is incorrect.
C) post it, and follow with a blog entry to show your audience that it will not be tolerated.
D) do not acknowledge it publicly, since doing so will reduce your credibility.
Q2) In an email message,"cc" refers to __________.
Q3) Many businesses now use ___________ to keep project teams up to date,inform employees about general business matters,and replace email.
A) social networking software
B) bots
C) blogs
D) all of the above
Q4) Which one of the following is generally not used for routine,internal communication?
A) Memo
B) Email
C) Letter
D) Telephone call
Q5) A video podcast is often called a __________ or __________.
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Chapter 8: Writing Routine and Positive Messages
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Sample Questions
Q1) Why are appreciation messages important? What should they include?
Q2) When making direct requests,you avoid such softening words and phrases as "please" and "I would appreciate."
A)True
B)False
Q3) If the middle section of your request letter contains a series of questions,the most important question is saved for last.
A)True
B)False
Q4) When making a routine request,you begin with _____________
A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
Q5) A letter telling someone that she or he got the job is a(n)__________ document,so make sure all statements are accurate.
Q6) Before volunteering someone's name as a(n)__________,ask that person's permission.
Q7) Explain what you should include in an effective recommendation letter.
Page 10
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Chapter 9: Writing Negative Messages
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Sample Questions
Q1) 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?
Q2) Rejecting credit requests,telling customers that shipments will be late,and rejecting job applicants are all types of __________ messages.
Q3) Briefly describe at least five strategies that can help avoid being accused of defamation based on negative messages.
Q4) An advantage of the direct plan for communicating bad news is that it keeps the message short.
A)True
B)False
Q5) Performance problems should place blame on the employee with an attack.
A)True
B)False
Q6) It's best to end a bad-news message on a positive note.
A)True
B)False
Q7) __________ hiding behind company policy to cushion bad news.
Page 11
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Chapter 10: Writing Persuasive Messages
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Sample Questions
Q1) To overcome audience resistance to your message _____________
A) use the hard-sell approach.
B) present all sides of the issue before making the case for your position.
C) resist compromise.
D) do all of the above.
Q2) When it comes to persuasive messages,an up-front,hard-sell approach is usually the most successful.
A)True
B)False
Q3) A sales letter begins with some sort of _________ device.
Q4) Sales letters are prepared according to the AIDA plan.
A)True
B)False
Q5) Give three considerations you need to make when selecting the right medium for your persuasive message.
Q6) Describe two legal aspects of marketing and sales communication a writer should pay close attention to.
Q7) Persuasive messages often follow a specialized form of the indirect approach called the ?__________ plan.
Page 12
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Chapter 11: Planning Reports and Proposals
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Sample Questions
Q1) Analytical reports are primarily intended to educate readers.
A)True
B)False
Q2) __________ identify individual webpages that contain a specific work or phrase you've asked for.
Q3) Explain the purpose of a "business plan" and briefly describe the elements it should contain.
Q4) To overcome the shortcomings of search engines,_______________
A) choose one search engine and stick with it.
B) use web directories, online databases, and metasearch engines.
C) use long search phrases rather than short ones or single terms.
D) avoid Boolean operators.
Q5) A drawback of the yardstick approach is that ________________
A) it's not very logical.
B) your audience needs to agree with the criteria you're using.
C) it's not very useful for proposals.
D) your audience may consider it too short and simple when it comes to comparing many criteria.
Q6) Using someone else's words or ideas without giving them proper credit is
Page 13
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Chapter 12: Writing Reports and Proposals
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Sample Questions
Q1) What are the three main sections of a business report?
Q2) List at least two specific guidelines to follow in creating effective pie charts.
Q3) Generally speaking,when designing documents,formal balance ______________
A) is calming and serious.
B) dynamic and engaging.
C) boring and obsolete.
D) is for high-level management.
Q4) Transitional words and phrases ______________
A) tie ideas together and keep readers moving along the right track.
B) help overcome poor organization.
C) are essential to analytical reports but unnecessary in informational reports.
D) do all of the above.
Q5) Remember that the report close is your last chance to convince the reader,so it is okay to introduce new facts if these help your case.Discuss.
Q6) Line charts are commonly used to show trends over time.
A)True
B)False
Q7) A(n)__________ chart illustrates trends over time.
Q8) A(n)__________ illustrates a sequence of events.
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Chapter 13: Completing Reports and Proposals
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Q1) List at least three elements normally included in the body of a formal proposal.
Q2) If a proposal is unsolicited,the letter of transmittal should follow the format for persuasive messages.
A)True
B)False
Q3) For a skeptical or hostile audience,you use an informative synopsis instead of a descriptive one.
A)True
B)False
Q4) Even when you use computers to generate your reports,you need to allow extra time for formatting and production.
A)True
B)False
Q5) Briefly explain the difference between a synopsis and an executive summary.
Q6) The key findings or points of a report are stated in the ___________________
A) executive summary.
B) conclusions.
C) recommendations.
D) notes.
Q7) Describe the primary function of the letter of transmittal.
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Chapter 14: Designing and Delivering Oral and Online Presentations
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Q1) A question-and-answer period after a speech ___________________
A) is usually unnecessary.
B) is helpful only if the purpose of the speech is to motivate or entertain.
C) is one of the most important parts of any presentation.
D) is included only for small audiences.
Q2) If you face a hostile question ___________________
A) be prepared to avoid it.
B) treat the questions as a joke and quickly change questioners.
C) maintain professionalism.
D) turn the question into a question.
Q3) To arouse interest at the start of a speech,whether it's serious or light,___________________
A) always start things off with a joke.
B) do something dramatic.
C) tease the audience by not mentioning specifically what you'll be talking about.
D) appeal to human nature and encourage the audience to take the subject personally.
Q4) Briefly explain the difference between a planning outline and a speaking outline.
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Chapter 15: Building Careers and Writing Résumés
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Q1) The hidden job market refers to the job openings that are never advertised.
A)True
B)False
Q2) It is inappropriate to mention community activities or volunteer work on a résumé.
A)True
B)False
Q3) As many as 30 percent of all job openings are never advertised.
A)True
B)False
Q4) The more good information you present about yourself in your résumé,the better.
A)True
B)False
Q5) Lifetime employability means that there will always be a job available during your lifetime.
A)True
B)False
Q6) Name at least five types of information that should be excluded from all résumés in order to discourage discrimination.
Q7) Name at least three qualities you need to convey on any résumé.
Page 17
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Chapter 16: Applying and Interviewing for Employment
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Sample Questions
Q1) When writing a letter accepting a job,keep in mind that __________________
A) it begins with a buffer.
B) it constitutes a legally binding contract between you and the employer.
C) it is written within two weeks of receiving the job offer.
D) all of the above are true.
Q2) You'll impress prospective employers with your application letter if you
A) use a gimmicky layout.
B) show that you know something about the organization.
C) use a personal, "chummy" tone.
D) do all of the above.
Q3) During a screening interview,it's best to emphasize the "theme" you used in your résumé.
A)True
B)False
Q4) An application letter should not volunteer salary information unless an employer asks for it.
A)True
B)False
Q5) To accompany your résumé,you can prepare an individualized __________ letter.
Page 18
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Chapter 17: Format and Layout of Business Documents
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Q1) Three blank lines are left between the complimentary close and the sender's written signature.
A)True
B)False
Q2) In business documents,dashes are typed as space,hyphen,space.
A)True
B)False
Q3) When sending a memo to a long list of people,what notation should you use in the TO: position?
A) Everyone
B) See distribution list
C) 10 people
D) (leave it blank)
Q4) The design for letterhead stationery should be as simple as possible.
A)True
B)False
Q5) Using Bcc in an email is considered unethical by some people.
A)True
B)False
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Chapter 18: Documentation of Report Sources
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Q1) The Chicago style is often used in the publishing industry.
A)True
B)False
Q2) In the List of Works Cited following the MLA style ___________
A) the date comes immediately after the author's name.
B) electronic sources are not included.
C) the titles of books and periodicals are put in quotation marks.
D) all the main words are capitalized in the titles of books and articles.
Q3) The APA style recommends listing as references only those works actually cited in the text.
A)True
B)False
Q4) With the Chicago style,the Bibliography ___________
A) lists only those works actually cited in the text.
B) lists works in the order in which they were cited in the text.
C) can include annotations.
D) all of the above.
Q5) The American Psychological Association style uses the author-date system.
A)True
B)False
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