Deck 4: Planning Business Messages

Question 1

The following sentence effectively applies the "you" view: I have decided to allow you to take Friday off.

Answer 1

False

Question 2

Words like denigrate,the undersigned,and expropriateare examples of high-level diction and should be used liberally in business messages because they will make you sound more professional.

Answer 2

False

Question 3

The following sentence uses a positive tone: Employees cannot park in Lot H until April 1.

Answer 3

False

Question 4

You and your boss come from very different educational and professional backgrounds.You are most likely to experience communication barriers due to differing frames of reference.

Question 5

The 3-x-3 writing process does not apply to presentations since they are delivered verbally.

Question 6

A face-to-face conversation is considered a richer medium than a written report or proposal.

Question 7

The first question to ask yourself when composing a business message is "What channel should I use to send the message?"

Question 8

Cassandra is trying to decide whether to call her boss or to send an e-mail message.Cassandra is in the first phase of the writing process.

Question 9

One consideration to make in selecting the channel for a message is the necessity of a permanent record.

Question 10

As long as a message is transmitted from the sender to the receiver,successful communication has taken place.

Question 11

The process of communication begins when the sender has an idea.

Question 12

Every message you write should begin with the notion that your audience is thinking What's in it for me?(WIIFM)

Question 13

Robert is gathering data for a business proposal he is writing.Robert is in the first phase of the writing process.

Question 14

Even with communication tools such as e-mail,instant messaging,texting,Twitter,and other interactive media,the nature of communication remains unchanged.

Question 15

You can start lowering your energy expenses immediately is an example of an audience-focused sentence.

Question 16

The best feedback to a message is descriptive rather than evaluative.

Question 17

Profiling the audience means anticipating how both primary and secondary audiences will react to a message.

Question 18

Encoding is the process of translating a message from its symbol form into meaning.

Question 19

BTW,I need your report with stats asapis considered an example of professional expression and tone.

Question 20

Business communicators should generally spend the most time on the prewriting phase of the 3-x-3 writing process.

Question 21

The process of communication is successful only when ________.

A)the fastest communication channel is used
B)the sender pronounces all words perfectly
C)the sender receives positive feedback
D)the receiver understands an idea as the sender intended it

Question 22

Joe follows up with one of his direct reports by phone after sending an email with instructions for completing a project.During the call,he asks if the receiver has any questions about the e-mail.Joe is attempting to ensure successful communication with ________ .

A)feedback
B)encoding
C)bypassing
D)decoding

Question 23

Jeanette is offended when she notices that only masculine pronouns are used in the company's human resources manual.This decoding problem is a result of ________.

A)a closed communication climate
B)bypassing
C)an external disruption
D)a semantic obstacle

Question 24

A letter is an effective channel for an internal written message requiring formality or sensitivity.

Question 25

One advantage of writing collaboratively is that team members learn more about the organization's values and procedures.

Question 26

Anticipating whether the receiver's response to message may be neutral,positive,or negative can help in determining your organizational strategy.

Question 27

Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face-to-face.Zachary is in the process of ________.

A)encoding the message
B)decoding the message
C)preparing for feedback
D)selecting the channel for the message

Question 28

Which of the following is an example of an internal disruption in the decoding process?

A)Loud construction sounds outside prevent Samuel from hearing the message.
B)Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence.
C)Brandon is finding it hard to pay attention during the interview because the interviewer's phone keeps ringing.
D)Sylvia finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos.

Question 29

The process of communication begins when ________.

A)a message is put into words
B)the message is sent over a communication channel to the receiver
C)the sender has an idea
D)the receiver actually receives the message and decodes it

Question 30

Phrases such asprobably,usually,often,soon,and right awaycan contribute to the communication barrier known as ________.

A)noise
B)bypassing
C)lack of language skill
D)frame of reference

Question 31

As part of the encoding process,the sender of a message must ________.

A)select the receiver's preferred communication channel
B)ask the receiver if he or she understands the message
C)keep all messages in English for universal understanding
D)select appropriate words or symbols given the receiver's experiences and culture

Question 32

The following sentence represents good business writing: A proficient attorney always defends his client.

Question 33

Because jargon can be confusing,it should never be used in business writing.

Question 34

As the communication barrier known asbypassing reveals,meanings are in people rather than in words.

Question 35

Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs.She is involved in the ________ part of the communication process.

A)encoding
B)channel selection
C)decoding
D)feedback

Question 36

Team writing is especially important for documents that require the expertise or consensus of many people.

Question 37

Team-written documents and presentations are standard in most organizations because collaboration produces a better product.

Question 38

In team writing projects,team members usually work most closely together during Phase 1,the prewriting phase.

Question 39

In its simplest form,communication is defined as ________.

A)the transmission of information from a sender to a receiver
B)the transmission of data from a sender to a receiver
C)the transmission of information and meaning from a sender to a receiver
D)the transmission of ideas from a sender to a receiver

Question 40

Valuing length over clarity leads to conciseness in writing.

Question 41

Devon is writing an e-mail message to a customer to tell him that the customer's order has been shipped.His primary purpose is to ________.

A)inform
B)persuade
C)sell
D)promote goodwill

Question 42

Which of the following statements about business writing is mostaccurate?

A)Business writing is similar to academic writing.
B)When writing business documents,business communicators should recognize that quantity enhances quality.
C)Business writers should have a definite purpose to fulfill in each message.
D)Business writing should be focused on the writer's needs.

Question 43

A company's annual report describes the company's efforts to give back to the community.The primary purpose of this report is to ________;the secondary purpose is to ________.

A)inform;promote goodwill
B)persuade;inform
C)inform;persuade
D)promote goodwill;persuade

Question 44

Jorge is working on a sales brochure to promote a new product.Which of the following will Jorge do during the third phase of the writing process?

A)Anticipate how customers will react to the message.
B)Proofread the brochure carefully for correct spelling,grammar,and punctuation errors.
C)Conduct all necessary research to make sure that the brochure will meet his customers' needs.
D)Decide how to organize the brochure to make it most persuasive to his customers.

Question 45

Alex is having trouble concentrating on a report he is reading because his smartphone keeps ringing and his colleagues keep sending him text messages.What kind of communication barrier is this?

A)Differing frames of reference
B)Digital interruptions
C)Lack of language skills
D)Bypassing

Question 46

While conducting an orientation session for new employees,Clayton noticed looks of confusion on the faces of some listeners.He then paused and asked his audience,"What questions do you have so far?" Clayton was striving to overcome communication barriers by ________.

A)questioning his assumptions,biases,and prejudices
B)improving his language and listening skills
C)creating an environment for useful feedback
D)reducing physical distractions

Question 47

Hannah posts her résumé on the websites of several companies.Unfortunately,it is poorly formatted and contains several spelling and grammar errors.What kind of communication barrier may this cause?

A)Bypassing
B)Differing frames of reference
C)Emotional distraction
D)Physical distraction

Question 48

The best business writing is purposeful,economical,and ________.

A)technical
B)audience oriented
C)revenue driven
D)feelings oriented

Question 49

Which of the following occurs during the second phase of the 3-x-3 writing process?

A)Deciding on the purpose of your message
B)Profiling your audience
C)Conducting research to gather the data you need to provide facts
D)Evaluating whether your message will achieve its purpose

Question 50

The primary purpose of messages that explain procedures,announce meetings,answer questions,and transmit findings is to ________.

A)persuade
B)inform
C)promote goodwill
D)sell 

Question 51

Sofia is an event planner and is responding to an e-mail request from a client.What should Sofia do during the second phase of the writing process?

A)Check the format of the message.
B)Proofread for spelling and grammar errors in the message.
C)Determine the best organizational pattern for her reply message to the client.
D)Analyze the situation and anticipate how her client will respond to her message.

Question 52

Robert says that he will answer his client's questions "as soon as possible." Robert plans to answer the questions by early next week;his client expects the answers by the end of the day.This misunderstanding results from ________.

A)bypassing
B)differing frames of reference
C)noise
D)using the incorrect communication channel

Question 53

Differences in frames of reference are especially significant when ________.

A)working on improving one's listening skills
B)communicating with people from different cultures
C)overcoming physical barriers to communication
D)dealing with conflicting emotions

Question 54

Which of the following statements about the 3-x-3 writing process is most accurate?

A)Experienced writers usually spend the most time on the third phase of the writing process.
B)The steps of the writing process must always be followed in order.
C)The 3-x-3 writing process is useful only for longer,more complex documents.
D)The writer decides whether a document achieves its purpose in the first phase of the writing process.

Question 55

Victoria is writing an e-mail message to her colleagues to encourage them to take part in a charitable fund-raiser.Her primary purpose is to ________.

A)inform
B)promote goodwill
C)persuade
D)intimidate

Question 56

Deborah is writing a proposal to solicit business from a potential client.She should expect to spend the most time on ________.

A)analyzing the purpose of the message and anticipating the needs of the client
B)editing,proofreading,and evaluating the proposal
C)composing the first draft of the proposal at her computer
D)researching the information to include in the proposal

Question 57

As her supervisor explains a new procedure,Rachel nods her head.Rachel's response is an example of ________.

A)verbal feedback
B)noise
C)evaluation
D)nonverbal feedback

Question 58

You are talking with the president of your company about a possible merger.After she finishes speaking,you respond,"If I understand you correctly,your recommendation is that we go through with the merger." You are providing what type of feedback?

A)evaluative
B)descriptive
C)judgmental
D)agreement

Question 59

As a technical support rep,Michael is responding to a customer's question sent to him via e-mail.What should Michael's first task be?

A)Print the customer's message.
B)Determine the purpose of the message he will send as a response.
C)Start composing his reply.
D)Conduct any necessary research.

Question 60

Which of the following takes place during the first phase of the 3-x-3 writing process?

A)Editing to make sure the message is clear,conversational,concise,and readable.
B)Writing the rough draft.
C)Gathering any needed information through formal or informal research techniques.
D)Analyzing the audience and your purpose for writing.

Question 61

Mary is responding to Jim's portion of a team document.Which of the following approaches would be most constructive in suggesting that he make a change? ​

A)​You should revise Section 2 as we discussed.
B)​You obviously need more information in Section 2.
C)​To improve Section 2,you might consider obtaining more information from Colleen.
D)​Do you really think this will work?

Question 62

Because of budget cutbacks,you must lay off your receptionist.What is the best way for you to deliver this message?

A)Send her an e-mail message.
B)Send her a brief text message.
C)Meet with her in a face-to-face conversation.
D)Leave her a voice mail message.

Question 63

Which of the following statements about anticipating and profiling your audience is most accurate?

A)If you don't actually know your readers,it is impossible to picture what they are like.
B)Because postings to sites like Facebook and Twitter are so brief and informal,there is no need to anticipate your audience.
C)You will adjust your tone,style,and content to accommodate the expectations and needs of your audience.
D)You should profile your primary audience only.

Question 64

You want to simplify your language and use short,familiar words that your audience will recognize.Which of the following sentences has the best wording?

A)Your remuneration will be commensurate with your results.
B)Please substantiate that the new color scheme doesn't obfuscate the overall message.
C)Employees are invited to attend a special luncheon next week.
D)Your presence at Friday's meeting is compulsory.

Question 65

________ is the process of creating a message that suits your audience.

A)Anticipation
B)Adaptation
C)Researching
D)Analyzing

Question 66

Omar is writing an e-mail message about a new delivery service.In anticipating and profiling the audience,he should ________.

A)call or e-mail all members of his audience to learn more about them
B)realize that he can't write a good message unless he knows exactly who the readers will be
C)try to get a general idea of who his audience is
D)ask a competing company about its audience

Question 67

Select the most accurate statement about team writing.

A)Team writing is especially important for short documents such as memos,letters,and informational briefs.
B)Because collaboration usually takes longer,team writing is not useful for documents with short deadlines.
C)​Members of effective teams are usually eager to implement their recommendations because they are more invested.
D)Team-written documents and presentations are not standard in most organizations because collaboration has many disadvantages.

Question 68

When choosing the best channel for your message,you should consider the importance of the message,the amount and speed of feedback and interactivity required,the necessity of a permanent record,the cost of the channel,the degree of formality desired,the confidentiality and sensitivity of the message,and _________.

A)the receiver's preference and level of expertise
B)the ability of the channel to showcase your technical expertise
C)your own communication channel preferences
D)the ability of the channel to make your company look cutting edge

Question 69

You want your writing to sound positive and courteous.Which of the following sentences has the best choice of wording?

A)Please give us your feedback about your online ordering experience.
B)You claim that your order arrived with two damaged items.
C)We cannot process your order until we receive your credit card number.
D)Turn in your sales figures by Monday.

Question 70

Francis is starting his first full-time job after graduating from college,and he knows that his written messages will help him develop his professional brand.What is the best advice you can give him?

A)Avoid sending text messages on the job because doing so will make him look unprofessional.
B)Strive for an informal,conversational tone in most business messages.
C)Use texting-style abbreviations such as BTW and slang in his professional messages to be concise and to show that he's up-to-date with technology.
D)Use high-level diction in most business messages.

Question 71

Kendra is part of a team that will be preparing a presentation to the board of directors about a new product idea.What will her team likely do the first time they meet?

A)Brainstorm for ideas
B)Begin their research
C)Start preparing PowerPoint slides
D)Start composing a first draft of the presentation

Question 72

Which of the following is the best wording to avoid racial,ethnic,age,and disability bias?

A)Hsiao-Nan Yi,a Chinese American,was elected board president.
B)James O'Keefe,56,will deliver the keynote address at the awards banquet.
C)AARP membership is open to anyone age 50 or over.
D)Our new receptionist is confined to a wheelchair.

Question 73

You want to use precise,vigorous words to give your readers more information and keep them interested.Which of the following sentences has the best wording?

A)Your order will ship next week.
B)Please get back to me as soon as possible.
C)Our latest income statement shows a decrease in profits.
D)The March balance sheet reports a 10 percent decrease in expenses for the first quarter of the fiscal year.

Question 74

Which of the following sentences uses conversational,middle-level diction?

A)We've got this contract in the bag.
B)If we just hang in there,we'll snag the contract.
C)If we stay positive,we'll win the contract.
D)If we persevere and remain steadfast,we will secure the contract.

Question 75

You are in charge of preparing a sales brochure and must profile your audience.What question should you ask to profile your primary audience?

A)What do I know about this person's education,beliefs,culture,and attitudes?
B)How much does this person know about the subject?
C)Should I expect a neutral,positive,or negative response to my message?
D)You should ask all these questions.

Question 76

Determining whether a message will be transmitted by e-mail or delivered in person is part of ________.

A)selecting the appropriate audience for the message
B)using the correct tone for the message
C)adapting a message to the audience
D)selecting an appropriate communication channel for the message

Question 77

So that your needs can better be met in the future,please complete the online survey about your recent flight with Southwest Airlines is an example of ________.

A)identifying the message's purpose
B)spotlighting audience benefits
C)emphasizing sender benefits
D)analyzing the task

Question 78

Which of the following sentences uses bias-free language?

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.

Question 79

Anthony is part of a virtual team collaborating on a written proposal.Which of the following collaboration tools can help his team work together on this shared document?

A)The track changes function in MS Word
B)A wiki
C)A Google doc
D)All of these choices

Question 80

Which sentence best illustrates the "you" view?

A)Our walking tours include free admission to all museums.
B)We are happy to send you our current calendar of walking tours.
C)We look forward to having you join us on one of our exciting walking tours.
D)To help you plan,you will receive your complete walking tour itinerary one month before your trip.