Business and Technical Communication
Exam Solutions
Course Introduction
Business and Technical Communication explores the principles and practices necessary for effective communication in professional and technical environments. The course covers a range of topics including audience analysis, document design, clarity and conciseness in writing, and the use of various communication channels such as emails, reports, proposals, and presentations. Students develop skills in creating technical documentation, business correspondence, and collaborative projects while integrating real-world scenarios. Emphasis is placed on the importance of ethical communication, intercultural considerations, and adapting messages to meet the needs of diverse stakeholders in a dynamic workplace.
Recommended Textbook
Business Communication Polishing Your Professional Presence 3rd Edition by Barbara G. Shwom
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Chapter 1: Developing Your Professional Presence
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Sample Questions
Q1) You have an interview for an internship that you are very interested in.Discuss the ways in which you can display professionalism in this situation.
Answer: Students' answers may vary.Your actions,attire,body language,tone of voice and attention to accuracy in written documents are all ways to express professionalism.Do some research to prepare for the interview.This will show the organization that your interest is serious and you are motivated to prove it.Express appreciation for the interviewer's time in meeting with you.Wear clothing that is appropriate to the situation,in this case a conservative outfit like a suit.During the interview pay attention to your body language.Make eye contact,and sit up straight and attentively in your chair.Try not to glance at your watch,as it will appear that you are bored or at least anxious to leave.After you have left the interview,it is good etiquette to send a thank-you note.Be sure to spell check and proofread it to show that you are serious about your interest in this internship.
Q2) Being adaptable means being purposeful in designing communication to achieve a specific outcome.
A)True
B)False
Answer: False
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Page 3
Chapter 2: Working With Others: Interpersonal, Intercultural, and Team Communication
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Sample Questions
Q1) Using a strong and positive tone of voice will________.
A) undermine your persuasiveness
B) come across as arrogant, and is not recommended
C) make your audience receptive to your ideas
D) cause you to sound hesitant
E) lead the audience to believe that you doubt what you are saying
Answer: C
Q2) A message that is conveyed through something other than words uses what type of communication technique?
A) Passive
B) Indirect
C) Nonverbal
D) Interpretive
E) Comprehensive
Answer: C
Q3) All cultures around the world interpret facial expressions the same way.
A)True
B)False
Answer: False
Page 4
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Chapter 3: Managing the Communication Process
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Sample Questions
Q1) Most experienced business writers know that it's more efficient to write one well written draft than multiple drafts.
A)True
B)False
Answer: False
Q2) For a business communicator,style ________.
A) refers to how you express yourself
B) is the content you express
C) pertains to what you don't say
D) doesn't impact the tone of the message
E) is irrelevant
Answer: A
Q3) Typically,memos are internal to an organization.
A)True
B)False
Answer: True
Q4) Messages have either primary audiences or secondary audiences,not both.
A)True
B)False
Answer: False
Page 5
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Chapter 4: Communicating Routine Messages and Building
Goodwill
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Sample Questions
Q1) Routine business messages ________.
A) require you to persuade your audience
B) necessitate thinking about how to prevent your audience from being upset
C) can be very lengthy and quite complicated
D) are never challenging to write
E) require that you be clear, complete, and respectful
Q2) When a company decides to satisfy a customer claim for a refund,exchange,or repair,________.
A) a well-written response gains nothing for the company
B) the business has an opportunity to create goodwill
C) the company should make it sound as if they're doing the customer a favor
D) it must avoid beginning its message with a positive response
E) the company should always apologize first
Q3) When sharing information you think the audience will appreciate,a "for-your-information" message is appropriate.
A)True
B)False
Q4) What is the point of sending "for-your-information" messages,if they are not related to business information?
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Q5) Discuss routine messages and how a nonroutine issue should be responded to.
Chapter 5: Communicating Persuasive Messages
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Sample Questions
Q1) The ________ audience is the direct recipient of the message.
A) primary
B) incidental
C) ancillary
D) secondary
E) peripheral
Q2) Violations of logic ________.
A) are also called default logic
B) are honest if used intentionally
C) are rarely considered to be misleading.
D) are unavoidable and are an accepted part of ethical persuasion
E) can persuade an audience based on unsound ideas
Q3) Reducing your audience's resistance to the sales message is not important in solicited sales communication.
A)True
B)False
Q4) Discuss ways to build credibility when facing an unknown audience.
Q5) Describe the outline for the AIDA process,as it applies to a sales message.
Q6) Discuss the process of persuasion.
Q7) Discuss the steps to be taken when developing a request for a favor.
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Chapter 6: Communicating Bad News
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Sample Questions
Q1) Before ________ a bad-news message,________ the situation by asking yourself several questions that help you develop content and choose the best medium.
A) analyzing; evaluate
B) analyzing; compose
C) composing; encode
D) composing; analyze
E) evaluating; compose
Q2) When writing a communication to deny a customer claim,what can be done to help maintain a future relationship?
A) Providing a prompt response
B) Explaining how to prevent similar issues in the future
C) Use the word "you" frequently so the customer feels valued
D) Lead the message with a clear statement of the bad news
E) Helping the customer feel that the resolution was fair
Q3) In what circumstances would an email,text,or tweet be a good choice for communicating bad news? Provide examples.
Q4) Discuss the ramifications of firing employees from their job by email or text message.
Q5) Discuss how legal liabilities might affect a bad-news message.
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Chapter 7: Using Social Media in Business
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Sample Questions
Q1) A social media site that allows the audience to post stories,ideas,and other content will make the site _____.
A) valuable
B) objective
C) original
D) interactive
E) casual
Q2) Which of the following should be included in a blog to make it interesting and lively for readers?
A) Headlines
B) Controversial topics
C) Information of the business
D) Product demonstrations
E) Pinterest links
Q3) What is the purpose of an RSS button on a blog?
A) To track views
B) To offer a free download to subscribers
C) To have the blog post delivered to readers
D) To initialize a template for posting
E) To offer links to other sites such as Pinterest or Facebook
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Chapter 8: Finding and Evaluating Business Information
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Sample Questions
Q1) When using books for research,an online catalog will allow you to conduct a key word search to ensure the book is timely and relevant.
A)True
B)False
Q2) What is the advantage of an interview over a survey?
A) You have a lower total count for respondents
B) It is easier to determine the mean average on responses
C) Interviews provide more in-depth answers
D) Interviews provide objective based information
E) Interviews allow for responses from more subject matter experts
Q3) When you present a report,the audience expects the information to be reliable,accurate,and _____.
A) supportive of the organization
B) complete
C) biased
D) understandable
E) quantifiable
Q4) Discuss the advantages to identifying the audience before research begins,and audience issues that should be considered.
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Chapter 9: Preparing Persuasive Business Proposals
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Sample Questions
Q1) A proposal that is ethical is _____.
A) simple
B) cost effective
C) timely
D) accurate
E) moderate
Q2) In a formal RFP,what is the table of contents used for?
A) To show an understanding for the client's needs
B) To propose a solution that meets the needs listed in the RFP
C) To propose a competitive fee
D) To make information easy to find
E) To provide a quick overview of the key ideas
Q3) The term ________ refers to the supplemental information provided in a proposal.It often includes examples of past projects,client testimonials,and technical specifications.
A) overview
B) introduction
C) references
D) executive summary
E) appendices
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Chapter 10: Preparing Business Reports
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Sample Questions
Q1) If you are using parenthetical citations,how should you title your list of sources?
A) Works Cited
B) Bibliography
C) Documentation
D) Appendix
E) References
Q2) When using a visual from another source,where should the citation be placed?
A) In the text that describes the visual
B) In the caption
C) In the Work Cited page
D) At the bottom of the page where the visual is placed
E) In your List of Illustrations
Q3) If you acknowledge all your sources,no one will accuse you of plagiarism.
A)True
B)False
Q4) Quotations are any phrases or concepts that you take from any of your sources.
A)True
B)False
Q5) Discuss the advantages of appropriate documentation.
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Chapter 11: Preparing and Delivering Business Presentations
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Sample Questions
Q1) When responding to a questions by restating the question,then providing your main point and details,what process is the speaker using?
A) Three-part answers
B) Primacy
C) Recency
D) Persuasion
E) Complexity
Q2) During a team presentations,each speaker needs to use a transition to make a connection between to the next speaker.
A)True
B)False
Q3) A(n)________ is a very short story,usually a true one,that can bring a subject to life.
A) citation
B) anecdote
C) quotation
D) message headline
E) paraphrase
Q4) Discuss the significance of analyzing the setting of your presentation.
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Chapter 12: Communicating Your Professional Brand: Social
Media, Résumés, Cover Letters, and Interviews
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Sample Questions
Q1) To prepare for the next interview,what should be done after an initial interview?
A) Research your online presence
B) Research potential information that might be found in a background check
C) Evaluate your performance in the interview
D) Find ways to minimize weaknesses
E) Call within 24 hours to set up the next interview
Q2) What should be your goal during the first interview?
A) To get the job
B) To make a strong, positive impression
C) To clearly identify what type of work you are looking for
D) To learn about the company
E) To find out the salary and benefits associated with the position
Q3) ________ questions are designed to determine how you would make decisions,solve problems,or respond to stressful situations.
A) Action
B) Behavioral
C) STAR
D) Demographic
E) Simulated
14
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