Chapter 7: Negative Messages
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Q1) When presenting the reasons for bad news, you should A) use positive wording.
B) explain the reasons clearly and specifically without revealing confidential information or creating potential legal liability.
C) cite benefits to the reader or others.
D) All answer choices are correct.
Q2) All bad-news messages should be presented using the indirect strategy. A)True
B)False
Q3) Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and
A) to promote good relations.
B) to denote your leadership rank.
C) to persuade the receiver to follow your recommendations.
D) to allow you to identify your organization and position.
Q4) ____________________ messages are important to communicate when personal contact is impossible, to establish a record of the incident, to formally confirm follow-up procedures, and to promote good relations.
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Chapter 8: Persuasive Messages
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Q1) Choose the best advice to craft an effective direct-mail sales letter.
A) Use slightly illegal sales tactics to get the desired sale.
B) Develop and present a strong rational selling point early in the body of the letter. Later, add emotional appeals, using each appeal only once.
C) Present information completely, using a personalized tone.
D) Design your message for a general audience.
Q2) Traditional direct-mail marketing is more effective than online marketing.
A)True
B)False
Q3) Because postscripts make letters appear poorly organized and unprofessional, you should avoid adding them to sales messages.
A)True
B)False
Q4) Which of the following is most accurate about the use of persuasion in business?
A) Honesty is not just the best policy; it's the only policy.
B) The goal is to manipulate employees into accepting a message.
C) Some puffery and skillful misrepresentation make persuasive messages more effective.
D) The key to persuasion is proving the weakness of the receiver's position.
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Chapter 10: Proposals and Formal Reports
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Q1) What is the purpose of a letter or memo of transmittal?
A) To announce the topic of the report
B) To provide a list of sources used within the report
C) To introduce the writer of the report
D) To designate the parts of the report
Q2) Which of the following is the best advice about the use of direct quotations in a report?
A) Beware of overusing quotations because you may appear as if you have no ideas of your own.
B) If you use a direct quotation, don't dilute its impact by summarizing it or introducing it in your own words.
C) Place the direct quotation in quotation marks, but change a few words to show you have your own ideas.
D) Avoid using any direct quotations in a report.
Q3) The introduction should be the principal section of a formal report.
A)True
B)False
Q4) Avoid the use of graphics in a report because graphics usually confuse readers. A)True
B)False
Page 12
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics,
Teamwork, and Meetings
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Q1) When conversing with others, always address them by their first names.
A)True
B)False
Q2) Which of the following should be included in the minutes of a meeting?
A) Action items
B) Date and time of meeting
C) Participants' names
D) All answer choices are items that should be included in the minutes of a meeting.
Q3) Which of the following demonstrates the best example when answering a telephone call?
A) This is Beth. May I help you?
B) Precision Integrations. What's on your mind?
C) Hello. What can I do for you?
D) Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help you today?
Q4) The term "professionalism" refers to desirable workplace behavior.
A)True
B)False
13
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Chapter 13: the Job Search and Resumes in the Digital Age
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Q1) What kind of résumé uses colorful charts, graphics, and time lines to illustrate a candidate's work history and experience?
A) Chronological résumé
B) Video résumé
C) Infographic résumé
D) Plain-text résumé
Q2) To conduct a safe job search online, you should post your information privately and limit your personal information.
A)True
B)False
Q3) The best way to find a job online is at a company's own website.
A)True
B)False
Q4) A résumé should never exceed one page.
A)True
B)False
Q5) The purpose of a cover message is to secure a job interview.
A)True
B)False
Q6) The ________________ job market consists of jobs that are advertised or listed.
Page 15
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Chapter 14: Interviewing and Following up
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Q1) How should you contact an employer if you have interviewed for a job and haven't heard from the interviewer in a few days?
A) Phone
B) E-mail
C) Certified mail
D) Twitter message
Q2) At the end of an interview, you will usually be asked if you have any questions. The most effective response is No to avoid sounding too eager.
A)True
B)False
Q3) As a job candidate, the purposes of an interview are to convince the employer of your potential, learn more about the job and the company, and expand on the information on your résumé.
A)True
B)False
Q4) One of the best ways to overcome fear is to know what happens in a typical interview.
A)True
B)False
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Chapter 15: Correction Symbols and Proofreading Marks
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Q1) Most people are good listeners.
A)True
B)False
Q2) Every mechanic must submit his timesheet by Friday is a well-written sentence.
A)True
B)False
Q3) All of the following are advantages of the direct strategy except
A) saving the reader's time.
B) respecting the feelings of the audience.
C) setting a proper frame of mind.
D) reducing frustration.
Q4) Revise the following sentence to avoid misplaced modifiers: Waiting for the interview, sweat formed on Rich.
Q5) The most important dimension of culture is A) time orientation. B) context.
C) individualism.
D) power distance.
Q6) List and describe \(\text {\underline{ two} }\) techniques to improve your chance of being understood when writing to someone from a different culture.
Page 17
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Chapter 17: Documentation Formats
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Q1) Bethany must write a formal business report and reveal the results of a year-long study on employee wellness at each of her company's five locations. What type of organizational pattern should she use?
A) Chronological
B) Topic/Function
C) Geographical
D) Simple/Complex
Q2) The richest communication channel is e-mail.
A)True
B)False
Q3) A timetable for project completion is included in which section of an informal report?
A) Staffing
B) Authorization Request
C) Budget
D) Proposal
Q4) Describe the functional résumé and explain its advantages for recent college graduates.
Q5) Describe \(\text {\underline{ one} }\)effective technique to gain audience rapport in a presentation.
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