Effective Business Communication
Chapter Exam Questions
Course Introduction
Effective Business Communication focuses on developing the skills essential for clear, concise, and impactful communication in professional business environments. This course covers various modes of communication, including written, oral, and nonverbal, emphasizing strategies for producing well-structured business documents, delivering persuasive presentations, and facilitating productive interpersonal interactions. Students will learn to tailor their communication style to diverse audiences and contexts, address communication barriers, and utilize digital tools effectively. The course also highlights the importance of cross-cultural communication, ethical considerations, and constructive feedback in fostering successful workplace relationships.
Recommended Textbook
Essentials of Business Communication 7th Canadian Edition by Mary Ellen Guffey
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Chapter 1: Career Success Begins With Communication Skills
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Sample Questions
Q1) Business writers often use a file format, called ____________________, which is more permanent, transferable, and difficult to make changes to than other file formats.
Answer: Portable File Format (PDF)
Q2) The offices Amina works in have recently been renovated. To encourage teamwork and improve communication, her boss has had the partitions and cubicles replaced with open spaces and shared desks. Which external element in the communication process is the key to this design change?
A)time
B)space
C)distance
D)territory
Answer: B
Q3) The most successful players in the new world of work will be those with highly developed ____________________ skills.
Answer: communication
Q4) The textbook defines ____________________ as "having sympathy for and appreciating beliefs and practices differing from our own."
Answer: tolerance
Page 3
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Chapter 2: Before You Write
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Q1) The definition given in your text of an empathetic writer is one who strives to write messages that exclude rather than include individuals.
A)True
B)False
Answer: False
Q2) Business e-mails are less formal than traditional letters or memos, so planning and organization are less important.
A)True
B)False
Answer: False
Q3) Which of the following sentences illustrates effective business writing, as described in your text?
A)We can sell you a wireless phone that we are very proud of.
B)Our company is proud to have you as one of our customers.
C)We ask that you send our signed signature card back to us immediately.
D)You will be pleased to know that your premiums will decrease by 10 percent next year.
Answer: D
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Page 4
Chapter 3: Writing and Revising
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Q1) According to your text, using numbered and bulleted lists can force a writer to organize ideas and to write efficiently.
A)True
B)False
Answer: True
Q2) Thom needs to communicate with Jenny Delacroix, an employee who also works for TD Financial but in a different city. He has never met or communicated with Jenny, but he knows she works in a similar position and that she has used instant-messaging and text-messaging. Thom wonders what style and level of diction he should use to communicate with Jenny. What advice does your text offer about using instant-message and texting-speak in your message to Jenny?
A)He should use instant-message and texting-speak, because Jenny has used them and they save time.
B)He should phone her and ask her what kind of language she prefers.
C)He should use standard, more formal diction, at least the first time he communicates with her.
D)He should e-mail a friend who works in the same office as Jenny to ask her advice.
Answer: C
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Page 5
Chapter 4: E-Mails, Instant Messages, Memos
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Q1) Which of the following sentences would be most appropriately placed in the body of a routine memo or e-mail?
A)I hope that I have answered your questions.
B)Our customers have told us that the Samsung SPC12824 desktop computer performs well under both heavy- and light-use conditions.
C)On Aug. 10, you wrote to ask me five questions about the Samsung model.
D)I am writing to you to respond to the five questions in your last e-mail.
Q2) E-mail is usually reserved for sending internal messages because it is so informal. A)True
B)False
Q3) The major difference between text-messaging and instant messaging is that instant messaging takes place in real time.
A)True
B)False
Q4) Successful business communicators know that e-mail is a simple, private communication system.
A)True
B)False
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Chapter 5: Letters
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Q1) Which opening is most appropriate for a simple claim letter?
A)On May 16 we received the shipment of motorcycle accessories that we ordered (Invoice No. 35-450021).
B)Please send me two full-face helmets to replace the two open-face helmets sent by mistake with my May 12 order of motorcycle accessories (Invoice No. 35-450021).
C)We've been long-time customers of The Motorcycle Mall, and generally we've been pleased with the service you've given us in the past.
D)I was extremely frustrated to find that you shipped the wrong helmets with my May 12 order. I don't know how a mistake like this could have happened.
Q2) Which of the following is one reason for including a subject line in a business letter?
A)It can eliminate the need to state your main idea in the opening.
B)It makes the letter appear more official.
C)It helps the reader to recall earlier correspondence.
D)It helps you to keep the main point of the letter in mind.
Q3) Your text uses the word ____________ to describe a goodwill message that focuses on the recipient rather than the sender.
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Page 7
Chapter 6: Persuasive Messages
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Q1) Which of the following would be the best closing for a memo intended to persuade the president of your company to allow you to attend a conference in Vancouver?
A)I hope you agree that this will be very beneficial.
B)Please contact me at your earliest convenience with your decision.
C)If you have any further questions about this request, please contact me ASAP.
D)Your decision by May 15 will reduce the cost of the conference by allowing me to take advantage of an early registration discount.
Q2) According to the textbook, what is the most important thing to remember when writing the body of a persuasive message?
A)Pose an interesting question.
B)Pay the reader a compliment.
C)Put yourself in the reader's shoes.
D)Motivate action by including an end date.
Q3) It is better to quote the price of health club dues as $30 per month rather than $360 per year.
A)True
B)False
Q4) Twitter and Facebook are examples of ____________________ media
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Page 8
Chapter 7: Negative Messages
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Q1) Following up a telephone call with a letter or e-mail can be important to formally confirm follow-up procedures.
A)True
B)False
Q2) When writing a bad-news collection letter, your goal should be to retain the customer's goodwill as well as to receive payment.
A)True
B)False
Q3) You are writing to refuse a request. However, instead of stating your refusal explicitly, you cushion the bad news by implying your refusal. You re-read your message, remembering an important caution mentioned in your text about using this strategy. What is that caution?
A)When the refusal isn't explicitly stated, the reader may assume that you believe he/she was at fault.
B)Implying the refusal generally makes the tone of the message unnecessarily harsh.
C)The refusal may be so subtle that the reader may not understand that you are refusing the request.
D)The reader may be offended because the refusal was indirect.
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Chapter 8: Informal Reports
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Q1) Feasibility reports attempt to evaluate a proposed plan of action to determine how workable or practical it is.
A)True
B)False
Q2) You have been sent an e-mail attachment containing the proceedings and action points of a meeting that took place at TrailPro's semi-annual general meeting last week. What type of report have you just received?
A)minutes
B)information
C)justification
D)recommendation
Q3) The ____________________ of a meeting record such things as attendees, discussion points, announcements, motions and the outcome of any votes on those motions.
Q4) The headings of a report should be constructed using balanced words or phrases. A)True
B)False
Q5) __________________________ research will gather information from such sources as books, journals, newspapers, government documents and the Internet.
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Chapter 9: Proposals and Formal Reports
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Q1) Which of the following should Juliette include in the authorization section of her informal proposal?
A)a copy of the original RFP from the financial firm that requested the proposal
B)résumés of the lawyers who will provide the proposed legal services
C)a request for approval of the proposal
D)an expression of appreciation for accepting the proposal
Q2) Which of the following will make up the main section of Juliette's formal report?
A)summary
B)recommendations
C)discussion of findings
D)introduction and background
Q3) The main points in the outline of a report often become its main headings.
A)True
B)False
Q4) Business writers don't normally waste time writing unsolicited proposals.
A)True
B)False
Q5) Companies use ___________________ to solicit competitive bids on projects.
Q6) Surveys, questionnaires, and interviews are examples of __________________ data.
Page 11
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Chapter 10: Communicating in Person: Professionalism, Etiquette, Teamwork and Meetings
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Q1) You should always have your cell phone on in order to receive extremely important calls.
A)True
B)False
Q2) In Canada, speakers and listeners prefer a variety of pitch patterns.
A)True
B)False
Q3) The textbook defines _______________________ skills as a cluster of personal qualities, habits and attitudes, communication skills, and social graces that are important for success in the workplace.
Q4) The textbook says that "professionalism," "business etiquette," and "ethics" are terms for very different, unrelated concepts.
A)True B)False
Q5) If a conflict results from a trivial matter, the best way to handle it may be to avoid it. A)True
B)False
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Page 12
Chapter 11: Oral Presentations
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Q1) You are very nervous before you begin your presentation to Gillespie Homes' suppliers because you have never met most of them and you know many of them are annoyed with the new proposal procedures. According to your text, what will reduce your stage fright?
A)Know your subject thoroughly.
B)Picture your audience without any clothes on.
C)Wear a professional outfit that makes you feel confident.
D)Have a PowerPoint presentation that uses sound and graphics extensively.
Q2) Intentional repetition in an oral presentation helps your audience retain what you say.
A)True
B)False
Q3) One of the best ways to avoid stage fright is to know your subject thoroughly. A)True
B)False
Q4) You should avoid ______________________ during your presentation so that you can stick to your plan and finish within the allotted time.
Q5) You should preview your main points in the _______________________ of your presentation.
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Chapter 12: The Job Search, Résumés, and Cover Letters
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Q1) Sarah has decided to use a wide variety of electronic resources to increase her chances of finding a suitable position. According to your text, which of the following will probably be the most effective strategy?
A)She creates a LinkedIn account to make connections with potential employers and other people in her chosen career.
B)She checks the job openings listed on individual company Web sites.
C)She creates her own Web site so that employers can find her.
D)She has checked the listings on Workopolis and has signed up for its free bi-weekly newsletter offering advice to job-seekers.
Q2) According to your text, what is the most important thing Sarah can do to create a résumé that is customized to apply for a particular position?
A)Limit the length of her résumé to one page.
B)Post a copy of her résumé on line.
C)Print her résumé on high-quality bond paper using a good laser printer.
D)Emphasize skills and achievements that target a particular job and company.
Q3) When preparing a plain-text résumé for e-mailing, you should align all text with the _______________ margin.
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Page 14
Chapter 13: Interviews and Follow-Up
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Q1) An interviewer asks you to tell her about a time when you worked successfully as part of a team. Which of the following would be your best response?
A)Respond with a story about how much fun you had when you travelled to Vancouver with your hockey team to play in a tournament.
B)Tell the interviewer that you think teamwork is a very important skill and you are looking forward to meeting and working with new colleagues.
C)Explain that you usually work best independently.
D)Tell a story that you prepared using the STAR technique.
Q2) What are your weaknesses? is an example of a(n) __________________ question.
Q3) If an interviewer asks you about a weakness, what is the best way to answer the question?
A)Respond by saying that you don't have any significant weaknesses.
B)Try to turn a particular weakness into a positive selling point.
C)Explain why you have not managed to overcome a particular weakness.
D)Be truthful and list all of your weaknesses. Then defend each of them.
Q4) When asking _____________________ questions, interviewers will describe a hypothetical situation and ask how you would handle it.
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