Question 1

Which of the following statements is most clearly and concisely worded?

Accepted Answer

A)  It is with sincere gratitude for your endeavors in averting a crisis that I send you this message. 
B)  Thank you for your help on this difficult assignment. 
C)  My gratefulness is boundless at your exertions in this. 
D)  I am eternally thankful for your efforts when the chips were down. 
E)  Mere thanks seem inadequate to convey what I feel for your help. 
A)  It is with sincere gratitude for your endeavors in averting a crisis that I send you this message. 
B)  Thank you for your help on this difficult assignment. 
C)  My gratefulness is boundless at your exertions in this. 
D)  I am eternally thankful for your efforts when the chips were down. 
E)  Mere thanks seem inadequate to convey what I feel for your help. B

Question 2

Explain the significance of revising a message.

Accepted Answer

Even if you are a good writer, you need to review and revise the content of a first draft. First drafts are opportunities for you to examine and think through your ideas. As you review the draft, you may see that you have left out an idea, changed your logic, or written a long-winded explanation because you did not understand your material well enough to be concise.

Question 3

When composing a business message, you should always work in a quiet location.

Accepted Answer

A) True 
 B)False  False

Question 4

Which would be the best way to persuade your boss to implement a flex-time schedule in your office?

Accepted Answer

A)  provide research that shows that this arrangement is workable and often results in increased productivity 
B)  give the boss the names of the employees who would be interested in working a flex-time schedule 
C)  tell the boss how happy it would make you to have the flexibility to accommodate your personal interests 
D)  inform the boss about the many leisure activities that employees would be able to engage in if the flex-time schedule were implemented 
E)  tell her that your friend's brother's company is considering a flex-time schedule at its local office 
A)  provide research that shows that this arrangement is workable and often results in increased productivity 
B)  give the boss the names of the employees who would be interested in working a flex-time schedule 
C)  tell the boss how happy it would make you to have the flexibility to accommodate your personal interests 
D)  inform the boss about the many leisure activities that employees would be able to engage in if the flex-time schedule were implemented 
E)  tell her that your friend's brother's company is considering a flex-time schedule at its local office

Question 5

While composing the content of your message, is it a good idea to switch between drafting and revising?

Accepted Answer

Switching between drafting and revising

Question 6

Assume that the choices given below for effective communication are in the form of a sequential list of items that are each preceded by a bullet point. According to the rules for formatting important lists, which of the following steps is NOT grammatically parallel to the others?

Accepted Answer

A)  select best medium for message 
B)  determine audience needs 
C)  the purpose of the message should be determined 
D)  anticipate questions and potential objections 
E)  identify desired outcome 
A)  select best medium for message 
B)  determine audience needs 
C)  the purpose of the message should be determined 
D)  anticipate questions and potential objections 
E)  identify desired outcome

Question 7

When you stare at a blank page or a blank computer monitor without a clue of how to begin you are ________.

Accepted Answer

A)  engaging in free writing 
B)  suffering from writer's block 
C)  struggling with the perfectionist syndrome 
D)  thinking aloud 
E)  designing a professional format 
A)  engaging in free writing 
B)  suffering from writer's block 
C)  struggling with the perfectionist syndrome 
D)  thinking aloud 
E)  designing a professional format

Question 8

In most situations, the main idea of your message ________.

Accepted Answer

A)  is best placed near the end of your communication 
B)  should never be stated at the beginning of your message 
C)  should be stated before the supporting details in most communications 
D)  should always be included near the end of your message so as not to be overshadowed by the supporting details 
E)  is best not stated explicitly 
A)  is best placed near the end of your communication 
B)  should never be stated at the beginning of your message 
C)  should be stated before the supporting details in most communications 
D)  should always be included near the end of your message so as not to be overshadowed by the supporting details 
E)  is best not stated explicitly

Question 9

Simple, well-planned messages ________.

Accepted Answer

A)  don't require a first draft 
B)  should have exactly one draft 
C)  benefit from at least two drafts 
D)  require at least five drafts 
E)  tend to be less successful in conveying the information 
A)  don't require a first draft 
B)  should have exactly one draft 
C)  benefit from at least two drafts 
D)  require at least five drafts 
E)  tend to be less successful in conveying the information

Question 10

You need to reply to an angry customer about a problem with her recent purchase. From her message it is clear that the problem occurred because she incorrectly used the product. Which of the following would be best to include in your reply?

Accepted Answer

A)  "Unfortunately this mistake is all your fault since you misused the product. You will have to buy a new one - would you like 10% off?" 
B)  "Operator error is not our responsibility. Even though we don't have to we will offer you a coupon good for a discount on your next purchase." 
C)  "If you had read the manual you would not have broken the product. Please accept a discount on a replacement item and next time don't forget to read the manual!" 
D)  "We appreciate your business and only wish that you hadn't misused the product. Unfortunately you will have to buy a new one yourself. We will also give you a discount." 
E)  "Use of the product in this manner is inconsistent with our recommendations, and is not covered by your warranty. In appreciation for your business we can offer you a discount on a replacement item." 
A)  "Unfortunately this mistake is all your fault since you misused the product. You will have to buy a new one - would you like 10% off?" 
B)  "Operator error is not our responsibility. Even though we don't have to we will offer you a coupon good for a discount on your next purchase." 
C)  "If you had read the manual you would not have broken the product. Please accept a discount on a replacement item and next time don't forget to read the manual!" 
D)  "We appreciate your business and only wish that you hadn't misused the product. Unfortunately you will have to buy a new one yourself. We will also give you a discount." 
E)  "Use of the product in this manner is inconsistent with our recommendations, and is not covered by your warranty. In appreciation for your business we can offer you a discount on a replacement item."

Question 11

Which of the following circumstances lends itself to the direct organization method?

Accepted Answer

A)  informing your client that you have technical issues that are hampering the project 
B)  giving your client the statistics showing the workload on your team and asking for a later deadline 
C)  telling your client that you are running behind schedule 
D)  sending your client a recommendation from another customer 
E)  informing the client about the attrition resulting in slow work 
A)  informing your client that you have technical issues that are hampering the project 
B)  giving your client the statistics showing the workload on your team and asking for a later deadline 
C)  telling your client that you are running behind schedule 
D)  sending your client a recommendation from another customer 
E)  informing the client about the attrition resulting in slow work

Question 12

You receive a flyer in the mail telling you about the new and improved cleaning power of Brite laundry detergent.
-Which of the following is most likely to be the desired outcome of this message?

Accepted Answer

A)  The recipient will decide to purchase Brite. 
B)  The recipient will be impressed by the new cleaning power of Brite. 
C)  The recipient will do his or her laundry using a competing detergent. 
D)  The recipient will throw away packages of Brite with the old formula. 
E)  The recipient will compare Brite with other laundry detergents. 
A)  The recipient will decide to purchase Brite. 
B)  The recipient will be impressed by the new cleaning power of Brite. 
C)  The recipient will do his or her laundry using a competing detergent. 
D)  The recipient will throw away packages of Brite with the old formula. 
E)  The recipient will compare Brite with other laundry detergents.

Question 13

Which of the following examples includes redundancies?

Accepted Answer

A)  past experience 
B)  unprecedented progress 
C)  considerable change 
D)  adverse effect 
E)  pleasant surprise 
A)  past experience 
B)  unprecedented progress 
C)  considerable change 
D)  adverse effect 
E)  pleasant surprise

Question 14

Which of the following statements includes redundant language?

Accepted Answer

A)  Never at any time have I seen cooperation like this. 
B)  From my experience I can say that this teamwork was unprecedented. 
C)  My opinion is that our team did an outstanding job. 
D)  It was a pleasant surprise that our unit performed so well. 
E)  I am impressed by how well our group performed on this project. 
A)  Never at any time have I seen cooperation like this. 
B)  From my experience I can say that this teamwork was unprecedented. 
C)  My opinion is that our team did an outstanding job. 
D)  It was a pleasant surprise that our unit performed so well. 
E)  I am impressed by how well our group performed on this project.

Question 15

You want to ask your supervisor about working flexible hours. You think that her first concern will be whether you will still be able to accomplish all your necessary tasks, and you have found some research showing that flex-time employees are generally more productive than standard schedule workers. You think an email would probably be the best way to open the discussion, so that she can have time to go through the information and consider your proposal. You are engaged in which step of the ACE process?

Accepted Answer

A)  adapting 
B)  analyzing 
C)  considering 
D)  composing 
E)  evaluating 
A)  adapting 
B)  analyzing 
C)  considering 
D)  composing 
E)  evaluating

Question 16

Purpose statements alone are too general to help you think strategically about the best content to use.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is an example of an internal source?

Accepted Answer

A)  a newspaper 
B)  an industry journal 
C)  a memo from your supervisor 
D)  web-based search tools 
E)  experts from other companies 
A)  a newspaper 
B)  an industry journal 
C)  a memo from your supervisor 
D)  web-based search tools 
E)  experts from other companies

Question 18

Which example uses a conversational style?

Accepted Answer

A)  Enclosed please find my proposal for your perusal. 
B)  Thank you in advance for your prompt and careful attention to this matter. 
C)  Please return all forms within two business days. 
D)  Your kind attention to this issue will be much appreciated and will facilitate cooperation in our department. 
E)  As per your request I have provided all the various documents that you are in need of. 
A)  Enclosed please find my proposal for your perusal. 
B)  Thank you in advance for your prompt and careful attention to this matter. 
C)  Please return all forms within two business days. 
D)  Your kind attention to this issue will be much appreciated and will facilitate cooperation in our department. 
E)  As per your request I have provided all the various documents that you are in need of.

Question 19

Summer is fast-approaching, and your employees are anxious to find out if the flex-time schedule currently under discussion will be implemented. You need to inform them that a decision will not be made until all employees have returned a questionnaire requesting their input on this issue. Which of the following phrases this best?

Accepted Answer

A)  Please turn in your questionnaires since a decision won't be made until you do so. 
B)  The decision will not be made until all employees have submitted their surveys. 
C)  We need your help, since the decision cannot be contemplated until all forms are turned in. 
D)  We will be able to make a decision once all the forms are submitted. 
E)  No decision will be made until all forms are turned in. 
A)  Please turn in your questionnaires since a decision won't be made until you do so. 
B)  The decision will not be made until all employees have submitted their surveys. 
C)  We need your help, since the decision cannot be contemplated until all forms are turned in. 
D)  We will be able to make a decision once all the forms are submitted. 
E)  No decision will be made until all forms are turned in.

Question 20

Brief messages, such as emails or short presentations at meetings, ________.

Accepted Answer

A)  require elaborate outlines 
B)  require the use of a tree chart in order to be outlined properly 
C)  do not benefit from the outlining process 
D)  might only need a few bullet points or questions as their outlines 
E)  must follow a detailed traditional outline format 
A)  require elaborate outlines 
B)  require the use of a tree chart in order to be outlined properly 
C)  do not benefit from the outlining process 
D)  might only need a few bullet points or questions as their outlines 
E)  must follow a detailed traditional outline format

Which of the following statements is most clearly and concisely worded?

Explain the significance of revising a message.

When composing a business message, you should always work in a quiet location.

Which would be the best way to persuade your boss to implement a flex-time schedule in your office?

While composing the content of your message, is it a good idea to switch between drafting and revising?

Assume that the choices given below for effective communication are in the form of a sequential list of items that are each preceded by a bullet point. According to the rules for formatting important lists, which of the following steps is NOT grammatically parallel to the others?

When you stare at a blank page or a blank computer monitor without a clue of how to begin you are ________.

In most situations, the main idea of your message ________.

Simple, well-planned messages ________.

You need to reply to an angry customer about a problem with her recent purchase. From her message it is clear that the problem occurred because she incorrectly used the product. Which of the following would be best to include in your reply?

Which of the following circumstances lends itself to the direct organization method?

You receive a flyer in the mail telling you about the new and improved cleaning power of Brite laundry detergent. -Which of the following is most likely to be the desired outcome of this message?

Which of the following examples includes redundancies?

Which of the following statements includes redundant language?

Purpose statements alone are too general to help you think strategically about the best content to use.

Which of the following is an example of an internal source?

Which example uses a conversational style?

Brief messages, such as emails or short presentations at meetings, ________.

Becoming a Successful Business Communicator

Working With Others: Interpersonal, Intercultural, and Team Communication

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters

Exam 3: Managing the Communication Process

Which of the following statements is most clearly and concisely worded?

Explain the significance of revising a message.

When composing a business message, you should always work in a quiet location.

Which would be the best way to persuade your boss to implement a flex-time schedule in your office?

While composing the content of your message, is it a good idea to switch between drafting and revising?

Assume that the choices given below for effective communication are in the form of a sequential list of items that are each preceded by a bullet point. According to the rules for formatting important lists, which of the following steps is NOT grammatically parallel to the others?

When you stare at a blank page or a blank computer monitor without a clue of how to begin you are ________.

In most situations, the main idea of your message ________.

Simple, well-planned messages ________.

You need to reply to an angry customer about a problem with her recent purchase. From her message it is clear that the problem occurred because she incorrectly used the product. Which of the following would be best to include in your reply?

Which of the following circumstances lends itself to the direct organization method?

You receive a flyer in the mail telling you about the new and improved cleaning power of Brite laundry detergent. -Which of the following is most likely to be the desired outcome of this message?

Which of the following examples includes redundancies?

Which of the following statements includes redundant language?

Purpose statements alone are too general to help you think strategically about the best content to use.

Which of the following is an example of an internal source?

Which example uses a conversational style?

Brief messages, such as emails or short presentations at meetings, ________.

Becoming a Successful Business Communicator

Working With Others: Interpersonal, Intercultural, and Team Communication

Communicating Routine Messages and Building Goodwill

Communicating Persuasive Messages

Communicating Bad News

Finding and Evaluating Business Information

Preparing Persuasive Business Proposals

Preparing Business Reports

Preparing and Delivering Business Presentations

Communicating Your Professional Brand: Social Media, Résumés,

Getting the Job Interviewing and Following up

Filters