Question 1

The active voice is generally preferred in business writing.

Accepted Answer

A) True 
 B)False

Question 2

A communication channel

Accepted Answer

A)  is anything that interrupts the transmission of a message.
B)  should be selected before idea formation.
C)  includes only digital means for transmitting messages.
D)  is the medium over which the message travels.E) None of the above
F) B) and D)

Question 3

One of the best ways to improve the tone of a message is through the use of  ____________________ language.

Accepted Answer

The answer of One of the best ways to improve...

Question 4

As Human Resources Manager, Claire must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Claire to deliver this message is

Accepted Answer

A)  an e-mail message.
B)  a face-to-face conversation.
C)  a voice mail message.
D)  an instant message.E) B) and C)
F) A) and D)

Question 5

The following sentence represents an audience focus: Our product guarantee becomes effective after we receive full payment.

Accepted Answer

A) True 
 B)False

Question 6

To emphasize the "you" view in e-mail messages, you must avoid any phrases that include the "I/we" view such as I'm happy or We're delighted .

Accepted Answer

A) True 
 B)False

Question 7

One technique that improves business writing is the use of empathy. Empathy refers to

Accepted Answer

A)  using inclusive language to eliminate bias.
B)  putting yourself in the receiver's shoes to adapt the message to the receiver's needs.
C)  appealing to the audience by using a sender focus.
D)  formatting documents to meet business standards.E) A) and C)
F) A) and D)

Question 8

Positive language generally conveys more information than negative language does.

Accepted Answer

A) True 
 B)False

Question 9

An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message.

Accepted Answer

A) True 
 B)False

Question 10

You should always approach the writing of a business message with the thought,  What's in it for me?,  which encourages you to focus on how you will benefit by sending the message.

Accepted Answer

A) True 
 B)False

Question 11

Effective communicators encourage feedback to help them know that their messages have been understood.

Accepted Answer

A) True 
 B)False

Question 12

Profiling the audience for a business message helps the writer

Accepted Answer

A)  identify the appropriate tone, language, and channel.
B)  guarantee that the audience will respond positively to the message.
C)  select slang the audience will recognize and appreciate.
D)  create a perfect first draft.E) C) and D)
F) All of the above

Question 13

Which of the following is most acceptable for business writing?

Accepted Answer

A)  Please think about the new insurance option.
B)  Caltrek experienced a change in profits during the last fiscal year.
C)  Retailers can expect to pay higher amounts for their goods and services.
D)  Sheila will examine the job proposal carefully.E) B) and C)
F) A) and B)

Question 14

A weak Internet signal is an example of channel noise.

Accepted Answer

A) True 
 B)False

Question 15

Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is

Accepted Answer

A)  transmission.
B)  information.
C)  meaning.
D)  individual.E) All of the above
F) B) and D)

Question 16

Which of the following is the best example of bias-free language?

Accepted Answer

A)  Two firemen will collect the toy donations.
B)  Every flight attendant must submit her security clearance card before boarding.
C)  All managers and their wives are invited to Friday's cocktail party.
D)  The servers at Cafe Divine are always professional.E) A) and B)
F) C) and D)

Question 17

As a business communicator, you should use strong verbs and concrete nouns in your writing.

Accepted Answer

A) True 
 B)False

Question 18

The richest mode of communication among the following would be

Accepted Answer

A)  an e-mail, because the message can be retrieved and added to quickly if necessary
B)  a wiki, because readers can make their own changes to a group document
C)  a letter, because it provides more formality and a printed record
D)  a face-to-face interaction, because it provides both verbal and nonverbal messagesE) A) and D)
F) B) and C)

Question 19

One of the best ways to develop audience benefits is to use the "you" view, which

Accepted Answer

A)  means that all messages are written in the active voice.
B)  dictates that all sentences be written as commands.
C)  emphasizes second-person pronouns instead of first-person pronouns.
D)  uses slang and abbreviations to personalize the message.E) A) and C)
F) A) and D)

Question 20

Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

Accepted Answer

A)  I have not approved your August vacation because you applied too late.
B)  We didn't receive your application early enough for the August vacation schedule.
C)  Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.
D)  The August vacation schedule was posted in May. You should have consulted it earlier.E) A) and D)
F) A) and C)

Exam 2: Planning Business Messages

As Human Resources Manager, Claire must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Claire to deliver this message is

Correct AnswerverifiedShow Answer

One of the best ways to develop audience benefits is to use the "you" view, which

Correct AnswerverifiedShow Answer

To emphasize the "you" view in e-mail messages, you must avoid any phrases that include the "I/we" view such as I'm happy or We're delighted .

Correct AnswerverifiedShow Answer

A weak Internet signal is an example of channel noise.

Correct AnswerverifiedShow Answer

A communication channel

Correct AnswerverifiedShow Answer

As a business communicator, you should use strong verbs and concrete nouns in your writing.

Correct AnswerverifiedShow Answer

Which of the following is the best example of bias-free language?

Correct AnswerverifiedShow Answer

Which of the following is most acceptable for business writing?

Correct AnswerverifiedShow Answer

Positive language generally conveys more information than negative language does.

Correct AnswerverifiedShow Answer

The richest mode of communication among the following would be

Correct AnswerverifiedShow Answer

Effective communicators encourage feedback to help them know that their messages have been understood.

Correct AnswerverifiedShow Answer

One of the best ways to improve the tone of a message is through the use of ____________________ language.

Correct AnswerverifiedShow Answer

The active voice is generally preferred in business writing.

Correct AnswerverifiedShow Answer

You should always approach the writing of a business message with the thought, What's in it for me?, which encourages you to focus on how you will benefit by sending the message.

Correct AnswerverifiedShow Answer

The following sentence represents an audience focus: Our product guarantee becomes effective after we receive full payment.

Correct AnswerverifiedShow Answer

Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is

Correct AnswerverifiedShow Answer

Profiling the audience for a business message helps the writer

Correct AnswerverifiedShow Answer

Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

Correct AnswerverifiedShow Answer

An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message.

Correct AnswerverifiedShow Answer

One technique that improves business writing is the use of empathy. Empathy refers to

Correct AnswerverifiedShow Answer

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