Business Correspondence Exam Preparation Guide
Course Introduction
Business Correspondence is a course designed to equip students with the essential skills required for effective written communication within a professional environment. The course covers the structure, style, and tone of various types of business documents, including emails, letters, memos, reports, and proposals. Emphasis is placed on clarity, conciseness, audience awareness, and etiquette. Through practical exercises and real-world scenarios, students will learn to draft, edit, and format communications that meet the standards of modern business practices, fostering professionalism and promoting successful interpersonal and organizational relationships.
Recommended Textbook
Communication in Business International Edition 8th Edition by Scot Ober
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Page 2
Chapter 1: Business Communication Foundations
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Sample Questions
Q1) LMN Clothing sent a letter to its credit card customers to give them advance notice of an upcoming sale.Harry Pasco received the letter, read it, and gave it to his neighbor; however, Harry did not shop at LMN during the sale.Harry's action means that LMN has achieved the goal of favorable response.
A)True
B)False
Answer: False
Q2) The components of the communication process model are sender, receiver, you-viewpoint, and communication barriers.
A)True
B)False
Answer: False
Q3) As part of the communication process, the sender must encourage feedback and the receiver must provide feedback.
A)True
B)False
Answer: True
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Chapter 2: Multicultural and Global Communication
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Sample Questions
Q1) Cultural barriers that prohibit effective multicultural communication include
A) cultural relativism, ethnocentrism, and lack of global experience.
B) Discrimination and harassment, language, cultural relativism, and ethnocentrism.
C) quid pro quo, high-context culture, and the acceptance of the needs of others.
D) stereotypes, hostile environment, and a common business language.
Answer: B
Q2) Some words and phrases are difficult to translate from one language to another.
A)True
B)False
Answer: True
Q3) Examples of communication challenges in a global environment are
A) Not understanding cultural differences
B) Differences in time
C) Words that have different meanings and connotations and different language patterns for parts of speech
D) a, b, and c
Answer: D
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Chapter 3: Technological, Legal, and Ethical Considerations
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Q1) What law gives employees the right of access to information about themselves?
A) The Civil Rights Act
B) FERPA
C) Labor-Management Relations Act
D) Privacy Act
Answer: D
Q2) The Civil Rights Act prohibits discrimination in employment for race, color, religion, and physical challenge.
A)True
B)False
Answer: False
Q3) False statements, either written or oral, that injure the reputation or character of another person but cause no monetary damages are called
A) false warranties
B) fraud
C) libel
D) defamation
Answer: D
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Chapter 4: Principles of Business Communication
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Q1) Explain why short paragraphs are preferred in business letters and memos and why long paragraphs are not preferred.
Q2) Passive voice is preferred in business messages because they avoid use of first-person pronouns.
A)True
B)False
Q3) A long sentence in a business letter is 30 words or longer.
A)True
B)False
Q4) Composing with style means
A) using formal language.
B) using unusual words.
C) using clear, concise words that convey your personality.
D) using language that creates a sense of mystery for the reader.
Q5) Vague or abstract words are indefinite words, but they have a specific meaning that is the same for each receiver of the message.
A)True
B)False
Q6) Explain how to avoid use of biased language.
Page 6
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Chapter 5: Print and Electronic Messages
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Q1) The traditional outline method works well when generating ideas and determining how they relate to one another.
A)True
B)False
Q2) Blogs are more conversational in tone than a business letter.
A)True
B)False
Q3) Readability formulas assess the sentence length, complexity of sentence structure, and the number of syllables or characters in words.
A)True
B)False
Q4) What organizational plans are available for messages? Explain the features of each and when each should be used.
Q5) Message purposes should be established within the framework of the four business communication goals.
A)True
B)False
Q6) Describe how to analyze a communication situation.
Q7) How does a blog differ from a standard web page?
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Chapter 6: Message Formats
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Q1) Aaron Rodriguez, who owns a small home-based carpet cleaning business, has decided to create a letterhead he can print on his home computer.Name two items Aaron must include in his letterhead and three items he could include.
Q2) The spacing used for the body of a memo is the same as that used in a full-block letter.
A)True
B)False
Q3) Lynn Wymann, finance director at Savannah Power, wants to let those who reads the letters he writes know that he is male.Prepare a signature block that accomplishes Lynn's purpose.
Q4) The difference between executive letterhead stationery and standard letterhead stationery is the quality of the paper.
A)True
B)False
Q5) The impression a message makes is based solely on its content. A)True
B)False
Q6) Name and describe the two punctuation styles used in letters.
Q7) List and explain the four factors to be considered when selecting stationery.
Page 8
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Chapter 7: Positive, Neutral, and Social Business Messages
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Q1) While reading the October issue of her college alumni newsletter, Elise Black learned that Elliot Mumbor, one of her classmates, had received an award the previous March. Elise should:
A) ignore the event because it occurred so long ago.
B) phone Elliot to convey congratulations.
C) send her classmate a greeting card on which she writes a personal message.
D) write her alumni office and complain that news items are not current.
Q2) If used as part of the direct plan, a sales appeal may be presented as a separate paragraph or combined with the friendly close.
A)True
B)False
Q3) Congratulatory messages are appropriate for business-related accomplishments but not for personal achievements.
A)True
B)False
Q4) It is appropriate to send congratulatory messages to both organizations and individuals.
A)True
B)False
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Chapter 8: Negative Messages
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Q1) Which of the following statements is NOT an advantage of the indirect plan?
A) It permits reason to prevail.
B) It emphasizes the negative information.
C) It maintains a calm approach.
D) It can change a negative situation to a positive one.
Q2) The negative information section of a negative message should be emphasized to ensure that part of the message is clear.
A)True
B)False
Q3) A letter is the best way to convey negative information of high importance.
A)True
B)False
Q4) The friendly close should not include anything that reminds the receiver of negative information given in the message.
A)True
B)False
Q5) Discuss whether it is best to state the negative information explicitly or implicitly.
Q6) Identify and describe the five specific parts of the indirect plan.
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Chapter 9: Persuasive Messages
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Q1) Which of the following comments best describes a collection message in the appeal stage?
A) It is a reminder for a customer who forgot to pay.
B) It is not concerned with customer goodwill.
C) It is written from the writer's points of view.
D) It uses the indirect persuasive outline.
Q2) Which of the following is the proper sequence for a persuasive message using the indirect plan?
A) Action, Interest, Attention, Desire
B) Attention, Desire, Interest, Action
C) Attention, Interest, Desire, Action
D) Interest, Attention, Desire, Action
Q3) The desire section of an indirect plan for persuasion asks the receiver to take immediate action.
A)True
B)False
Q4) A call to action ends most persuasive messages.
A)True
B)False
Q5) How can a receiver's negative reaction to the desired action be overcome?
Page 11
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Chapter 10: Business Research and Report Writing
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Sample Questions
Q1) What is a Gantt chart?
A) A budget spreadsheet
B) A cluster diagram
C) A statistical analysis tool
D) A time schedule
Q2) The formality of a report is
A) based on the culture of the writer's organization.
B) based on the content.
C) determined by the preference of the writer.
D) determined by the receiver.
Q3) When your research plan includes gathering data from both primary and secondary sources, which should be gathered first? Why?
Q4) You start planning a research study by
A) determining the factors.
B) determining the solutions.
C) scheduling the study.
D) stating the problem.
Q5) Research problems may be phrased as statements or questions.
A)True
B)False
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Chapter 11: Proposals, Business Plans, and Special Reports
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Sample Questions
Q1) When proposal writing is done collaboratively, one member of the team should accept responsibility for ensuring the finished document is consistent and coherent.
A)True
B)False
Q2) The essential elements in a solicited external proposal are:
A) contained in the response to a letter of inquiry.
B) held confidential.
C) identified by the proposal writer.
D) specified in the RFP.
Q3) To seem more forceful, policy statements should be written in the first person.
A)True
B)False
Q4) Underestimating the cost of a project will make a business plan more attractive to potential investors.
A)True
B)False
Q5) Discuss the nature of the purpose of a proposal.Give an example of a good purpose statement.
Q6) What role does format play in proposal preparation?
Page 13
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Chapter 12: Visual Aids
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Q1) Pictures, SmartArt.or clip art would be shown as figures or illustrations using a traditional style manual (HOW 12}.
A)True
B)False
Q2) Explain how the number and title of a table differs for APA and traditional (HOW)location and formatting.
Q3) Illustrations that relate indirectly to the text should not be placed in the body of the report.
A)True
B)False
Q4) A style manual is used by publishers to maintain consistency in writing and formatting their publications.
A)True
B)False
Q5) In APA format, each table is numbered separately and referred to as a (an) A) Table.
B) Chart.
C) Illustration.
D) Figure.
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Chapter 13: Interpersonal Communication and Teamwork
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Q1) Relationships generally begin with cautious conversation.
A)True
B)False
Q2) Fast-paced questioning shows your interest and stimulates discussion.
A)True
B)False
Q3) In collaborative writing, the task of analyzing the receiver is done by the group.
A)True
B)False
Q4) Relationships cannot be repaired unless the participants are willing to let go of the problem that caused the breakdown.
A)True
B)False
Q5) The second stage of conversation, the exchange, is delivered using the direct plan.
A)True
B)False
Q6) Why would a business consider using a meeting format other than face-to-face?
Q7) What are two advantages of webconferencing?
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Chapter 14: Listening and Nonverbal Messages
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Q1) Which of the following is the best example of a mental distraction?
A) Hearing the children on the school playground through an open window
B) Listening to the two people next to you talking
C) Taking extensive notes
D) Thinking of a meeting at which you will be speaking in an hour
Q2) Listening should occur more often than speaking.
A)True
B)False
Q3) Discuss the difference between hearing and listening.
Q4) Describe three barriers to effective listening.
Q5) Hearing involves understanding and retaining what has been said.
A)True
B)False
Q6) Identify and describe the five elements of listening.
Q7) Which of the following is NOT a speech barrier to listening?
A) Dialects of a different language.
B) Highly technical vocabulary
C) Low volume voice
D) Unusual pronunciations
Q8) Discuss how body language communicates nonverbal messages.
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Chapter 15: Oral Communication Essentials
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Sample Questions
Q1) It is possible to indicate comparisons and contrasts with voice pitch.
A)True
B)False
Q2) Making eye contact with your receiver(s)is one way to project confidence.
A)True
B)False
Q3) The closing of a presentation may be a summary of the main points in the presentation or specific what you would like the audience to do.
A)True
B)False
Q4) When preparing a presentation, it is not necessary to include
A) materials related to your main idea.
B) materials that include background materials.
C) materials that support your main idea.
D) materials to use in the question-and-answer period.
Q5) Storytelling is used to communicate information and enhance the oral communication process.
A)True
B)False
Q6) What are the three purposes of the closing of a presentation.
Page 17
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Chapter 16: The Job Search and Resume
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Q1) You should determine your job preferences before beginning a self-analysis.
A)True
B)False
Q2) The summary of qualifications in a résumé should include keywords.
A)True
B)False
Q3) Which of the following should NOT be included in the contact information for a business colleague serving as a reference?
A) business address
B) e-mail address
C) home address
D) position and organization at which the reference is employed
Q4) The company that hired you uses an applicant tracking system. Should you update your résumé once you are hired? Why or why not?
Q5) Discuss the references section of the résumé.Who should be included? What information should be provided about the references?
Q6) One of the first places to begin your job search is your campus career center.
A)True
B)False
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Chapter 17: Employment Communication and Interviewing
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Q1) You should avoid talking in an interview about your achievements because employers appreciate employees who are modest.
A)True
B)False
Q2) What are the basic guidelines for answering interview questions?
Q3) The Internet is one good source to learn about a company or organization prior to an interview.
A)True
B)False
Q4) A letter of application can be submitted to a potential employer instead of a résumé.
A)True
B)False
Q5) When responding to a job advertisement, read the ad carefully and use words in the letter that fit both you and the language in the ad.
A)True
B)False
Q6) List five questions that a job applicant should prepare to ask during an interview.
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