Business Communication
Test Bank
Course Introduction
Business Communication focuses on developing the essential skills required to communicate effectively in a professional business environment. The course covers a range of topics including written, oral, and non-verbal communication, intercultural communication, and the use of technology in business messaging. Students learn to craft clear business emails, reports, and presentations while also exploring strategies for effective listening, negotiation, and teamwork. Emphasis is placed on practical application through case studies, group projects, and real-world scenarios to prepare students for successful communication in diverse business contexts.
Recommended Textbook
Business Communication Process and Product 7th Edition by Mary Ellen Guffey Dana Loewy
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16 Chapters
1840 Verified Questions
1840 Flashcards
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Page 2
Chapter 1: Effective and Ethical Communication at Work
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Sample Questions
Q1) Feedback from employees to management forms the ____________________ flow of communication in most organizations.
Answer: upward
Q2) Which of the following statements comparing oral and written communication is least accurate?
A) Written communication is preferred when a permanent record is needed.
B) Written messages are generally more organized and well-considered than oral messages.
C) One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback.
D) Oral communication is preferred when presenting formal or complex ideas.
Answer: D
Q3) Being ethical makes good business sense.
A)True
B)False
Answer: True
Q4) ____________________ refers to the conventional standards of right and wrong that prescribe what people should do.
Answer: Ethics
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Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette Skills
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Sample Questions
Q1) Isabella has a habit of giving a thumbs-up sign every time she agrees with something.This functions as what type of nonverbal message?
A) To complement and illustrate
B) To replace and substitute
C) To control and regulate
D) To reinforce and accentuate
Answer: B
Q2) In listening to nonnative speakers in the workplace, you should not show impatience, finish sentences, judge accented speech negatively, or A) correct grammar and pronunciation.
B) smile or maintain eye contact.
C) tell the speaker you're having trouble understanding,
D) all of these choices.
Answer: A
Q3) Teams should strive to achieve groupthink to ensure that all team members agree. A)True
B)False
Answer: False
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Chapter 3: Intercultural Communication
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Sample Questions
Q1) New transportation and information technologies are important factors in the increase in globalization.
A)True
B)False
Answer: True
Q2) Business communicators should use contractions, idioms, figurative clichés, acronyms, and jargon when communicating with someone for whom English is a second language.
A)True
B)False
Answer: False
Q3) Which of the following is the best advice for writing letters to intercultural audiences?
A) Always use a direct approach to make your letters as clear as possible.
B) Use your own format and style so that all your letters are consistent.
C) Send letters to lower-ranking employees to avoid offending higher-ranking employees.
D) Replace two-word verbs such as put off with clear single words such as delay.
Answer: D
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) Business messages that inform explain procedures, announce meetings, answer questions, and transmit findings.
A)True
B)False
Q2) Which of the following statements about the 3-x-3 writing process is most accurate?
A) Experienced writers usually spend the most time on the third phase of the writing process.
B) The steps of the writing process must always be followed in order.
C) The 3-x-3 writing process is useful only for longer, more complex documents.
D) The writer decides whether a document achieves its purpose in the first phase of the writing process.
Q3) As a customer service rep, Joseph is responding to a customer's question sent to him via e-mail.What is the very first task Joseph should do?
A) Hit the "Reply" button.
B) Determine the purpose of the message he will send as a response.
C) Start composing his reply.
D) Conduct any necessary research.
Q4) Putting yourself in your reader's shoes is called ____________________.
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Page 6
Chapter 5: Organizing and Writing Business Messages
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Sample Questions
Q1) With a solid plan and careful planning is a sentence fragment.
A)True
B)False
Q2) Which of the following is a sentence fragment?
A) Because we expect sales to increase next quarter.
B) We expect sales to increase next quarter.
C) Because we expect sales to increase next quarter, we are hiring additional employees now.
D) None of these choices
Q3) The Web has made manual searching in libraries obsolete and unnecessary.
A)True
B)False
Q4) Which of the following is an example of using a formal research method?
A) Hank talks with his boss to decide what items to include on the meeting agenda.
B) Amy conducts a Web search to find information about a competitor's products.
C) Galen looks in the company files for copies of minutes from previous meetings.
D) Emily calls a few of her colleagues to learn how they feel about carpooling.
Q5) A(n)____________________ is a group of sentences about one idea.
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) The sentence This letter is to inform you that your loan application has been approved is an example of effective business writing.
A)True
B)False
Q2) Which of the following sentences demonstrates parallel structure?
A) In my current position, I interact with customers, input orders, and am responsible for updating the company's Web site.
B) Our new CEO's objectives are to improve employee morale, to boost revenues, and to enhance community relations.
C) Collecting, organizing, and documentation-these are important steps in researching a problem.
D) The person we hire for this position should be flexible, reliable, and have good organization skills.
Q3) A major revision task involves assessing the clarity of your message.A clear message is one that is immediately understood.Describe three techniques that can add clarity to your writing.
Q4) A shorter form for make a discovery of is to ____________________.
Q5) The KISS formula refers to Keep It Short and ____________________.
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Chapter 7: Electronic Messages and Digital Media
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Sample Questions
Q1) What is the best advice for organizing e-mail messages?
A) Place the action information in the first paragraph so that it's not overlooked.
B) Explain and justify the main idea in the body of the message.
C) Start the message with something conversational and friendly before getting to the main point.
D) All of these choices
Q2) Which of the following actions on Twitter could get you fired?
A) Blocking your boss from seeing your profile and tweets
B) Tweeting about how much you dislike your job
C) Announcing that you are in a romantic relationship with your boss
D) All of these actions on Twitter could get you fired.
Q3) Which of the following is the most effective closing for an e-mail message?
A) Please do not hesitate to call if you have any questions.
B) Please let me know at your earliest convenience.
C) Please send your time sheet to me by August 31.
D) Please let me know if I can be of further assistance.
Q4) Desktop computers remain hugely popular in today's workplace.
A)True
B)False
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Chapter 8: Positive Messages
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Sample Questions
Q1) Where should deadlines and action information be placed in a routine request message?
A) In the introduction
B) In the body
C) In the closing
D) In a P.S. to the message
Q2) A phone call or face-to-face visit is a better channel choice than e-mail when you need to
A) convey enthusiasm, warmth, or another emotion.
B) smooth over disagreements.
C) supply a context.
D) All of these choices.
Q3) Goodwill messages-such as thank-you notes and condolence messages-are often more difficult to write than other types of routine business documents.
A)True
B)False
Q4) Pull the red lever is an example of an instruction in the imperative mood.
A)True
B)False
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Chapter 9: Negative Messages
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Sample Questions
Q1) Select the most accurate statement.
A) An employee's words, decisions, and opinions are assumed to represent those of the organization.
B) To be considered defamation, a statement must be made in writing.
C) To be actionable (likely to result in a lawsuit), abusive language can be true or false, as long as it is damaging.
D) In a situation that could be legally dangerous, try to volunteer as much information as possible to show that you are being completely honest.
Q2) Because bad news can be difficult for a reader to accept, it must always be delivered using the indirect method.
A)True
B)False
Q3) We again extend our sincere apologies for shipping your order late is an effective closing for a bad-news message.
A)True
B)False
Q4) A neutral or positive opening that reduces shock or pain and does not reveal the negative news is called a(n)____________________.
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11
Chapter 10: Persuasive and Sales Messages
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Sample Questions
Q1) A strong motivator that encourages ethical behavior in business is the desire to A) convince someone to change a belief or to perform an action.
B) make more money.
C) maintain one's reputation and credibility.
D) prompt expensive litigation.
Q2) On a Web site advertising its LSAT preparation classes, The Princeton Review includes this sentence: Since 1998, more than 99% of our surveyed students have said they would recommend Law Preview to entering law students.This persuasive technique relies on
A) indirect benefits to the reader.
B) expert opinion.
C) facts and statistics.
D) problem description.
Q3) Many charities stress ____________________ reader benefits such as the selflessness of givers to promote their causes.
Q4) Suggestions made by subordinates to managers usually require
A) little or no persuasion.
B) bribery.
C) considerable persuasion.
D) little or no evidence, facts, or figures.
Page 12
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Chapter 11: Report and Research Basics
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Sample Questions
Q1) Nadia will carefully document her sources in a report she must submit to her boss.Which of the following is a reason that Nadia should document her sources?
A) To strengthen her argument
B) To instruct her reader
C) To protect herself against charges of plagiarism
D) All of these choices are reasons for documenting report data.
Q2) An individual who is caught plagiarizing or using another's words or ideas without giving proper credit faces the possibility of losing his or her job.
A)True
B)False
Q3) Most research projects should begin with ____________________ data collection to locate information that someone else has gathered.
Q4) Your boss wants to know the results of your research findings immediately.You should organize your report using the ____________________ pattern.
Q5) Formal experimentation produces data suggesting causes and effects.
A)True
B)False
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Chapter 12: Informal Business Reports
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Sample Questions
Q1) Apparent correlations present researchers with possible solutions to be explored.
A)True
B)False
Q2) The most widely read portions of a report are the sections devoted to conclusions and ____________________.
Q3) Directly organized analytical reports generally identify a problem, announce a recommendation immediately, explain more fully the benefits of the recommendation, and then explain the pros and cons of the recommendation.
A)True
B)False
Q4) Numerical data from questionnaires or interviews are usually summarized using systematic columns and rows in a A) pie chart.
B) table.
C) bar chart.
D) flowchart.
Q5) A(n)____________________ composed of rows and columns is useful for analyzing raw data-especially verbal data.
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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Sample Questions
Q1) If you include a schedule of activities or timetable in your proposal, place it in the proposal section.
A)True
B)False
Q2) The best advice for preparing a formal business report is to
A) collect data and write the report at the same time.
B) record ideas quickly and save revision until after the first draft is completed.
C) complete the hardest sections first to gain a sense of accomplishment.
D) use the same verb tense throughout the report for consistency.
Q3) Select the most accurate statement about proposals.
A) Most internal proposals are written in response to Requests for Proposals (RFPs).
B) Most proposals are unsolicited.
C) Proposals are legal contracts.
D) Most proposals are internal.
Q4) If you are writing an unsolicited proposal, your goal in the background section is to convince the reader that a problem exists.
A)True
B)False
Page 15
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Chapter 14: Business Presentations
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Sample Questions
Q1) The biggest problem with most oral presentations is delivering it in a room that is too hot or too cold.
A)True
B)False
Q2) Don't confuse your audience by varying your tone, volume, pitch, or pace.Strive for consistency in these areas.
A)True
B)False
Q3) What question(s)should you ask about your audience to determine your pattern, delivery style, and supporting material?
A) What measures must I take to ensure that this audience remembers my main points?
B) How can I earn my audience's respect so that the audience accepts my message?
C) How will this topic appeal to this audience?
D) All of these choices
Q4) When making a telephone call, use a three-point ____________________ by naming the person you are calling, by identifying yourself and your affiliation, and by giving a brief explanation of your reason for calling.
Q5) Our old computers are dinosaurs is an example of a(n)____________________.
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Chapter 15: The Job Search, Resumes, and Cover Letters
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Sample Questions
Q1) ____________________ résumés highlight a job candidate's accomplishments and skills rather than focusing on past employment.
Q2) Manuel is looking for his first job after graduating from college.Where will he most likely find a position?
A) With a Fortune 500 company
B) With a nonprofit organization
C) With a small company
D) With an international multinational corporation
Q3) To be competitive during the job search, prepare a special résumé that is customized for every position you want.
A)True
B)False
Q4) Job seekers should ask themselves questions such as Would I rather work for a large or small company? or How important are working environment, colleagues, and job stimulation? to identify their interests and goals.
A)True
B)False
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Chapter 16: Interviewing and Following Up
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Sample Questions
Q1) You want to be prepared if you are asked about your salary expectations during a job interview.What should you do?
A) Do research before the interview so that you know what similar jobs are paying in your geographic region.
B) Determine what you would like to earn per hour so that you can give an exact dollar amount when asked.
C) Create a budget that details your personal expenses so that you can show the employer exactly how much you need to earn to cover your bills.
D) All of these choices
Q2) During ____________________ negotiation don't inflate your current earnings just to get a higher offer.
Q3) After a job interview, you should always send a(n)____________________ message, also called a follow-up message.
Q4) After your interview you should alert your references that they may be contacted by the employer.You might also have to request a letter of ____________________ to be sent to the employer.
Q5) Are you married? is an example of a(n)____________________ (or illegal)question.
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