Introduction to Business Communication Exam Solutions
Course Introduction
Introduction to Business Communication explores the fundamental principles and practices essential for effective communication within business environments. The course covers key topics such as written and verbal communication, business correspondence, report writing, presentations, and the use of technology in professional interactions. Students develop practical skills in crafting clear, concise messages, understanding audience needs, and navigating cultural differences in the workplace. Emphasis is placed on real-world applications, ethical considerations, and the role of communication in achieving organizational goals. Through case studies and interactive exercises, students gain the confidence and competence necessary to succeed in diverse business settings.
Recommended Textbook
Essentials of Business Communication 7th Canadian Edition by Mary Ellen Guffey
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Page 2
Chapter 1: Career Success Begins With Communication Skills
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Sample Questions
Q1) Customers often prefer companies that practise diversity.
A)True
B)False
Answer: True
Q2) Many Canadians dress quite casually, often call business contacts by their first names, and appreciate directness when doing business. This reflects a key cultural value with respect to ____________________.
Answer: formality
Q3) Canadians generally place more emphasis on tradition, ceremony, and social rules than people in most other cultures.
A)True
B)False
Answer: False
Q4) Information that we access in a library is always more credible that information that we find using online sources.
A)True
B)False
Answer: False
Page 3
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Chapter 2: Before You Write
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Q1) You are manager of human resources for a local branch of Staples. According to the theory of media richness described in your text, which of the following will likely be the richest channel that you could choose to communicate important new company procedures to the staff in your branch?
A)a document posted on the human resources page of the Staples Web site
B)an e-mail to all staff
C)a meeting for all staff before the store opens
D)an announcement posted on the bulletin board in the staff lunch room
Answer: C
Q2) Because newer and increasingly popular technologies such as instant messaging and texting strongly encourage writers to keep messages short, your text recommends that we use the kind of casual, abbreviated language we would use in a text message to a friend.
A)True
B)False
Answer: False
Q3) Positive language generally conveys more information than negative language.
A)True
B)False
Answer: True
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Chapter 3: Writing and Revising
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Sample Questions
Q1) When you need to give the reader unwelcome news, it is usually best to use the ___________ pattern for your message.
Answer: indirect
Q2) Your text suggests that preparing a(n) ____________ before writing may help you to organize your ideas.
Answer: outline
Q3) Thom is worried about a letter that he has to write to Anders, a client whose investments have dropped considerably in value during the previous six months. He needs to ask Anders to meet with him to review his portfolio, but is afraid that Anders might react badly to the news and might blame Thom for his loss. What, according to your text, is the most appropriate organizational pattern for this message?
A)direct
B)indirect
C)uploading
D)frontloading
Answer: B
Q4) Conducting an original survey is an example of _____________ research.
Answer: formal REF PAGE 55
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Chapter 4: E-Mails, Instant Messages, Memos
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Sample Questions
Q1) Which one of the following steps would be included in the prewriting phase of the writing process?
A)revising for clarity
B)planning for feedback
C)proofreading for accuracy
D)determining why you are writing
Q2) You work as a sales associate for a supplier of office equipment. You have just finished visiting one client and are in your car preparing to travel to your next appointment. Before you start driving, you realize that you don't have the client's address in your BlackBerry. You decide to contact Jim, your supervisor, who is at the office and can find the address quickly. Which of the following would likely be the best way to contact Jim?
A)Create an e-mail.
B)Create a text message.
C)Create a podcast.
D)Create a wiki.
Q3) The rules of polite online interaction are known as _______________.
Q4) A _________ is a digital media file that is distributed over the internet and downloaded on portable media players and personal computers.
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Chapter 5: Letters
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Q1) Which of the following should you do when responding to a claim letter?
A)Use a tone intended to intimidate the reader and cause him/her to abandon the claim, whether it is justified or not.
B)Remind the reader of what went wrong and indicate that the person at fault has been punished.
C)Delay responding to the letter in the hope that the writer will decide not to pursue the claim.
D)Seek to regain the customer's confidence and goodwill.
Q2) Will you please send me a monthly sales report on the last Friday of each month is an example of a polite command.
A)True
B)False
Q3) Your text says that a business letter is usually more persuasive than the same message sent by e-mail.
A)True
B)False
Q4) Your text uses the word ____________ to describe a goodwill message that focuses on the recipient rather than the sender.
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Chapter 6: Persuasive Messages
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Q1) You are writing a letter to the CEO of ToyoTech to ask him to speak at your school's graduation. Which sentence would make the most effective opening for this letter?
A)On behalf of this year's organizing committee, I would like to invite you, as a representative of ToyoTech, to speak at J. E. Robson High School's graduation ceremonies.
B)We would appreciate it very much if you would agree to be the keynote speaker at our graduation ceremonies on June 10th.
C)Under your direction and leadership, ToyoTech has become Canada's most successful technology business.
D)Does your busy schedule allow you to be the keynote speaker at our exciting graduation ceremonies on June 10th?
Q2) Having the ability to persuade is only important for those who want to become managers and executives.
A)True
B)False
Q3) The ability to _______________ is an important skill in business.
Q4) Unsolicited e-mail sales messages are often called _______________________.
Q5) The most effective sales letters are written for a ___________________ audience.
Page 8
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Chapter 7: Negative Messages
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Sample Questions
Q1) Most reputable businesses never grant questionable claims because they don't want to appear to be in the wrong.
A)True
B)False
Q2) Which statement best expresses the advice offered in the textbook about using a buffer in a negative message?
A)An apology is an ineffective buffer.
B)A buffer should not convey a false impression.
C)Buffers should be placed in the closing of a bad-news letter.
D)A buffer should be as long as possible to delay the bad news.
Q3) Messages that break bad news should be written in a way that explains the bad news and retains goodwill at the same time.
A)True
B)False
Q4) When writing a bad-news message, rather than stating the bad news explicitly, it is sometimes better to ___________________ the refusal.
Q5) A ____________-________ letter or e-mail is important when personal contact is impossible. (hyphenated word)
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Page 9
Chapter 8: Informal Reports
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Q1) What should you do first when you begin to write the report?
A)define the project
B)begin conducting research
C)analyze the audience
D)gather data
Q2) The ____________________ of a meeting record such things as attendees, discussion points, announcements, motions and the outcome of any votes on those motions.
Q3) Which of the following situations might require a progress report?
A)an employee request for on-site child care
B)a report presenting monthly sales figures for all divisions
C)the work of a committee preparing for an open house when a new building is completed
D)a report by a consultant evaluating and presenting findings concerning a potential department merger
Q4) A(n) _______________________ writing style is normally used when a report is written for a familiar audience or company insiders.
Q5) Progress reports record information about routine activities.
A)True
B)False
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Chapter 9: Proposals and Formal Reports
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Q1) Most proposals begin by discussing proposed methods for solving the problem. A)True
B)False
Q2) Juliette uses several secondary sources to find information for her report. What decision should she make about use and cite information found on the Internet?
A)She should use only online sources for her report, as they are the most up to date.
B)She doesn't need to cite her electronic sources as rigorously as the print-based materials she found.
C)She should not use information from online sources, because the information is constantly changing and unreliable.
D)She should evaluate Web sources very carefully, since the volume of information available online makes locating accurate resources challenging.
Q3) Primary data result from reading what others have experienced and observed. A)True B)False
Q4) A summary that condenses the entire report is often called a(n) ___________________ summary.
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Chapter 10: Communicating in Person: Professionalism,
Etiquette, Teamwork and Meetings
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Sample Questions
Q1) If Karla and Morgan successfully work through the six steps for dealing with conflict described in the textbook, what will be the final step?
A)They will identify their individual interests and find common ground.
B)They will reach an understanding about what is fair.
C)They will both demonstrate that they care about their relationship.
D)They will show that they understand the other's point of view.
Q2) Emphasis can affect the meaning of your words and the thoughts you express.
A)True
B)False
Q3) Which of the following statements offers the best advice to follow when making business telephone calls?
A)Since the person you're calling can't see you, there's no need to smile.
B)The responsibility for ending a call lies with the person who receives the call.
C)When you leave a voice mail message, it is only necessary to leave your name and number so that your call can be returned.
D)Before placing a call, jot down notes regarding all the topics you need to discuss.
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Page 12
Chapter 11: Oral Presentations
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Sample Questions
Q1) An effective presentation should include as many ideas and details as possible.
A)True
B)False
Q2) What would be the best approach to take for your presentation to the sales team, who have made it clear that they aren't interested in the information you will deliver?
A)Use any pattern, but cover every detail.
B)Use a topical or chronological pattern.
C)Be brief, and avoid using either the topical or the pro-con pattern.
D)Darken the room, pass out handouts, and don't move around very much.
Q3) When designing a PowerPoint presentation, you should try to use text sparingly on the slides.
A)True
B)False
Q4) One of the best ways to avoid stage fright is to know your subject thoroughly.
A)True
B)False
Q5) To make the best content and design choices for your PowerPoint presentation, your first need to analyse the situation and the _________________________ for your presentation.
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Chapter 12: The Job Search, Résumés, and Cover Letters
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Sample Questions
Q1) Sarah has a friend who also received his diploma just last spring and who is also applying for a permanent job. She asks to see the résumé he has written. She notices that he hasn't included "Career Objective" as a heading. Instead, he has included a different heading near the top which, according to your text, illustrates a major change in résumés over the last decade. What heading has he likely included instead of Career Objective?
A)Cumulative GPA
B)Personal Information
C)Capabilities and Skills
D)Summary of Qualifications
Q2) A résumé that lists work history job by job, starting with the most recent position, has been prepared using the __________________ style.
Q3) When preparing a plain-text résumé for e-mailing, you should use a shorter line length than for a printed résumé.
A)True
B)False
Q4) Students who have little work experience should write a cover letter that spotlights their ______________ and how they can apply it to a specific job.
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Page 14
Chapter 13: Interviews and Follow-Up
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Q1) Interviewers will likely want to know why you want this particular position with this organization.
A)True
B)False
Q2) Since all interviews are different, it is impossible to prepare answers to questions you might be asked.
A)True B)False
Q3) 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.
Q4) ______________ interviews occur when a company interviews several candidates at the same time.
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