Deck 18: Extension Course Posttest

Question 1

Which of the following is NOT a technique for achieving coherence?

A)Repeat a word used in a preceding sentence.
B)Use a pronoun to represent a noun from the preceding sentence.
C)Use connecting words.
D)Use active voice.

Answer 1

D

Question 2

Which of the following are NOT barriers to intercultural communication?

A)Ethnocentrism, stereotypes, and personal space requirements
B)Chronemics, ethnocentrism, and body language
C)Proxemics, language, and stereotypes
D)Stereotypes, body language, and synergism

Answer 2

D

Question 3

Studies show that communication is an important managerial activity,with managers typically spending

A)a small but important portion of their time communicating.
B)about half of their time communicating.
C)most of their time communicating.
D)all of their time communicating.

Answer 3

D

Question 4

Which of the following facts makes effective listening challenging?

A)The human ear is unable to keep up with the speech rate of most speakers.
B)Our minds process much faster than a speaker can talk.
C)The listener often thinks ahead to anticipate future points and evaluate the ideas heard.
D)Making written notes short circuits the listening activity.

Question 5

Which of the following is FALSE about instant messaging (IM)in official corporate communication?

A)Many U.S.companies use IM for official communication.
B)In some firms, IM is replacing email and voice mail.
C)Some corporate leaders are concerned that the use of IM jeopardizes productivity and security.
D)U.S.companies have rejected IM as an appropriate method of communicating policies and procedures.

Question 6

The perception of reality of both the sender and the receiver of a message is limited by

A)signals both receive through their five senses.
B)illusions that appear differently to each person.
C)previous experiences and cultural attitudes of both people.
D)all of the above.

Question 7

The most effective means for delivering an unpleasant or highly emotional message to a single employee is to

A)meet with the employee face to face.
B)leave the message on the employee's voice mail.
C)send a memo addressed to the specific employee.
D)place a message on the company's website.

Question 8

Mentally organizing a message before writing it

A)lengthens the time spent composing the message.
B)ensures that ideas are presented clearly and logically.
C)enables the writer to follow the inductive outline rather than a simplistic deductive outline.
D)accomplishes all of the above.

Question 9

Which of the following is generally true of work teams?

A)Although the concept of work teams has been widely used in the U.S.for some time, it has not gained significant support in other countries.
B)Work teams occasionally experience a drain on their collaborative energy; this drain is referred to as synergy.
C)Employees in a self-directed work team handle a wide array of functions and work with a minimum of direct supervision.
D)Work team members typically set their own goals without management input and plan how to work to achieve those goals.

Question 10

Advantages of using face-to-face meetings include all of the following EXCEPT

A)face-to-face meetings make it easier to reach consensus.
B)face-to-face meetings are helpful when communicating sensitive issues.
C)face-to-face meetings help establish group rapport.
D)face-to-face meetings place all participants on an even playing field.

Question 11

A supervisor on the night shift at a manufacturing plant is told to dump chemicals used in the refining process rather than dispose of them properly according to safety regulations.The owner of the company insists that the chemicals are not harmful to the environment,but the supervisor knows that the dumping is illegal.The supervisor believes that he will lose his job if he reports the problem to authorities at the Environmental Protection Agency.This is an example of which potential cause of unethical behavior?

A)obsession with personal achievement
B)disparity between personal and professional ethical system
C)uncertainty about whether an act is wrong
D)unwillingness to stand for what is right

Question 12

When a manager exercises strong control and motivates her employees through external incentives such as a paycheck,she is exhibiting the ____ management style.

A)Theory X
B)Theory Y
C)Situational leadership
D)Total Quality Management

Question 13

In a deductive outline,the most important information should be

A)placed at the end of the message.
B)placed at the beginning of the message.
C)positioned in the middle of the message.
D)introduced after a brief pleasantry.

Question 14

The grapevine in an organization

A)is typically no more or less accurate than other channels.
B)serves no necessary purpose; thus, managers should work to eliminate it.
C)passes a message in single file from person to person until it finally reaches the end of the line.
D)has a single, consistent source.

Question 15

Which of the following sentences best expresses the receiver's point of view?

A)I want to take this opportunity to offer my congratulations on your recent promotion.
B)A promotion is always great news.
C)Congratulations on your recent promotion to regional manager.
D)I hear that congratulations are in order!

Question 16

Which of the following stages of team development is often NOT achieved,even in long-term teams?

A)storming
B)performing
C)norming
D)brainstorming

Question 17

The United States is comprised largely of immigrants who have worked intently at retaining their traditional customs and language while still sharing in the common culture.Which of the following terms best describes this situation?

A)Melting pot
B)Internationalization
C)Mosaic
D)Globalization

Question 18

Which of the following is NOT true of nonverbal communication?

A)Nonverbal messages may be intentional or unintentional.
B)Nonverbal messages may have different meanings for different people.
C)Nonverbal messages can contradict the accompanying verbal message.
D)Nonverbal messages, though powerful, are less powerful than verbal messages.

Question 19

A supervisor notices that an employee has been late to work for three days this week.What should the supervisor do to foster open communication?

A)Call the employee to ask him about the lateness.
B)Write the employee a disciplinary memorandum about the lateness.
C)Meet with the employee face to face to discuss the lateness.
D)Send the employee an email message about his lateness.

Question 20

Which of the following is NOT part of the three-step process to preparing a spoken or written business message?

A)Identify the central idea of the message.
B)Determine the likely receiver reaction to the message.
C)Choose either an inductive or deductive approach.
D)Determine the approach that you as the sender prefer.

Question 21

Which of the following statements is FALSE concerning sentence and paragraph length in business messages?

A)A two-word sentence is acceptable, as is a 40-word sentence, as long as the message is clear.
B)While compound sentences should be used along with simple sentences, complex sentences should be avoided in business writing.
C)The first and last paragraphs are typically shorter than other paragraphs.
D)Paragraphs in business letters, memos, and email messages are typically shorter than paragraphs in business reports.

Question 22

Which of the following guidelines for writing a message extending credit is FALSE?

A)The writer should include the credit terms in the message.
B)The writer should include the payment date and penalty fee for late payment.
C)The writer should omit any mention of sales promotion or resale.
D)None of the above is false.

Question 23

Effective strategies for structuring good- and routine-news messages

A)follow the inductive sequence.
B)vary dramatically from one company to another.
C)can generally be applied to cultures around the world.
D)are generally consistent among North American audiences.

Question 24

A sincere apology sent to a customer for a mistake in a custom order would likely be considered by the customer as

A)a negative news message.
B)an attempt to preserve a relationship.
C)unnecessary, since a verbal apology is more meaningful.
D)a mistake in judgment.

Question 25

What is the correct order for the inductive writing sequence?

A)Buffer, reasons, bad news, counterproposal, and desire to continue the relationship.
B)Reasons, neutral idea, bad news, and desire to continue the relationship.
C)Bad news, reasons, counterproposal, and desire to continue the relationship.
D)Buffer, bad news, reasons, counterproposal, an desire to continue the relationship.

Question 26

An organization that wants to provide its business partners with always-available information and contact capability should use which of the following?

A)Intranet
B)Extranet
C)Voice mail
D)Email

Question 27

Which of the following sentences reflects the use of active voice?

A)The new product line will be developed by the Research and Development department.
B)The secretary was promoted by her supervisor to an administrative assistant position.
C)The land developer signed the contract yesterday.
D)It was determined that sales have fallen significantly.

Question 28

What proofreading procedure should Anthony use when proofreading a technical support manual?

A)Proofread only once, thoroughly checking for errors of various types.
B)Proofread twice, concentrating in the first pass on content errors and in the second pass on format errors.
C)Proofread three times, concentrating on content, organization, and style in the first pass; on mechanical errors in the second pass, and reading from right to left in the third pass.
D)Allow the computer to do the proofreading, as it is thorough and accurate.

Question 29

Exceptions to the use of the inductive approach for bad news messages include

A)messages addressing an insignificant matter.
B)memos sent within the company.
C)oral presentations.
D)all of the above.

Question 30

Komuro,a customer service representative,often delivers messages to clients in which he must convey negative news.Which of the following techniques could Komuro use to soften the impact of the bad news?

A)Passive voice and abstract nouns as the subjects of sentences.
B)Passive voice and the placement of the negative message in an independent clause.
C)Active voice and positive language.
D)Active voice and placement of the negative message in a dependent clause.

Question 31

To protect computer systems from email viruses and hoaxes,

A)open attachments and then command your computer to scan them for virus activity.
B)forward questionable messages to the email administrator.
C)forward all warning about viruses to those in your address book just in case they are real.
D)keep in mine that email attachments with an ".exe" extension are usually safe to open.

Question 32

Which of the following is FALSE concerning writing analysis tools of word processing programs?

A)Sentence fragments, passive voice, jargon, and cliches are some types of errors than be detected.
B)After reviewing a document, the program can generate the total word count, average sentence length, and readability measures.
C)They flag potential errors and require the writer to accept or reject the change.
D)Use of the features still requires the reader to check a passage for grammatical correctness.

Question 33

The integrity of personal information collected by governmental and private agencies is protected by

A)the First Amendment of the U.S.Constitution.
B)EEOC guidelines.
C)Fair Information Practices (FIP).
D)the Electronic Communications Privacy Act.

Question 34

Email and memos differ from letters in that they are

A)written only to employees within a company.
B)less formal in tone and formatting.
C)subject to less grammatical scrutiny.
D)shorter and more condensed.

Question 35

Which of the following is NOT good advice for writing a routine claim message?

A)Use a persuasive, forceful tone.
B)Use the direct approach.
C)Assume the request will be granted.
D)Avoid an accusatory tone.

Question 36

Which of the following is the recommended format for writing a date in an international business document?

A)2/10/11
B)10.2 2011
C)Feb.10th, 2011
D)10 February 2011

Question 37

When leaving a voice mail message for a client concerning the scheduling of a meeting,you should

A)discuss your schedule for the entire week, detailing the dates and times of each meeting you have on your calendar.
B)start talking about the meeting immediately rather than wasting time with your name and contact information.
C)leave your name, phone number, and two or three possible dates and times for the meeting.
D)leave your name and phone number and no other details to save time.

Question 38

Which of the following is FALSE concerning readability level?

A)A readability level of 10 means that a person would need to be able to read at the 10-grade level to understand the material.
B)The two factors affecting the readability level are the number of words in the passage and the complexity of the sentences.
C)Many word processing programs calculate readability levels automatically.
D)The writer should use feedback on readability level to revise appropriately.

Question 39

Which of the following is true of text chunking in business documents?

A)Enumerated lists decrease visual attention given to paragraphs of material.
B)Numbered lists are generally preferred over bullet lists.
C)Chunking makes a page look more organized and increase retention by 50 percent.
D)Placing a number, letter, or bullet before elements is a series reduces readers' attention to the material.

Question 40

An email message with the subject of "Crescent City Grill Launch Party" should have which of the following as its first sentence?

A)Please remember to include the mayor on the guest list.
B)Attached are the notes from our Monday meeting discussing the launch party of the Crescent City Grill on March 3.
C)BTW, what time did we decide for the buffet to open?
D)The meeting notes are attached.

Question 41

Conducting pilot test of a survey instrument involving a small group of the population can

A)correct problems in clarity, ease of answering, and quality of answers.
B)complicate the clarification of questions developed for a larger sample group.
C)be a better alternative to the use of open-ended questions.
D)use information from biased sources and correlate it to unbiased sources.

Question 42

Which of the following is the BEST call-to-action sentence for a persuasive memo to employees for contributions to the United Way campaign?

A)I hope you will use the enclosed card to respond with a generous gift.
B)Become part of a winning team by indicating on the enclosed card your generous gift of $100, $500, or other designated amount.
C)If you feel you can help, please indicate on the enclosed card how much you can give; the decision is yours.
D)Please consider giving as much as you feel you can to the United Way.

Question 43

Which of the following is the MOST accurate statement concerning the use of primary and secondary research methods?

A)Secondary research helps to establish a starting point for primary research.
B)A researcher typically chooses between secondary and primary research as the appropriate alternative for obtaining information for the particular problem.
C)Primary research refers to the predominant research method selected for a study, with secondary research available as an option, if needed.
D)Secondary research includes observation, experimentation, and normative surveys.

Question 44

Marcus is writing a persuasive message asking his employees to complete an online company survey.Which of the following should he AVOID when writing his message?

A)Keeping paragraphs short.
B)Using concrete nouns and action verbs.
C)Focusing repeated attention on the benefits to the company.
D)Using an inductive outline.

Question 45

Successful businesses have learned that unethical behavior

A)is sometimes required when persuading people in lower socioeconomic groups.
B)is sometimes justified when the desired action is achieved.
C)is always followed by negative legal consequences.
D)is not good for business in the long run.

Question 46

Which of the following statements about Internet resources is correct?

A)Resources must be reliable and credible to appear on the Internet.
B)Internet resources may be used without concern for copyright, since materials must be cleared for posting before appearing on the Internet.
C)Because of the vast material available on the Internet, the technologically capable business researcher no longer needs to rely on traditional library research.
D)Partial text of articles and documents are often available via the Internet, while full texts may only be available in published form.

Question 47

Documentation of the work of others in a report accomplishes all but which of the following?

A)It gives credit where credit is due.
B)It protects the writer against plagiarism.
C)It strengthens weak research methods.
D)Documentation accomplishes all of the above.

Question 48

Cecilia is a training and development manager who has been asked by a professor to speak to her class about careers in training.However,since she is currently conducting an important staff development program,her schedule is very busy and she must refuse the invitation.What would be the best way to end her message declining the request?

A)Again, I am very flattered by your request.
B)I apologize that I am so busy right now, but perhaps next semester I can speak to your class.
C)I'll call you if I have a change in schedule that would accommodate your timeframe.
D)My training assistant, David Freel, has extensive experience and would enjoy speaking to your class.Please feel free to contact him at 469-8000.

Question 49

Which of the following statements about sampling is correct?

A)Sampling is based on the principle that a sufficiently large number drawn from a population will be representative, regardless of whether the selection was random.
B)The results of a sample will be biased and therefore not reliable for formal research.
C)Sampling is a survey technique that eliminates the need for questioning 100 percent of the population.
D)All of the above are correct.

Question 50

As indicated by Maslow's need hierarchy,people may respond favorably to

A)persuasive appeals that focus on promises of best price and the need to find a bargain.
B)persuasive appeals that fulfill physiological, security, and safety needs.
C)persuasive appeals that fulfill social, ego, and self-actualization needs.
D)both b and c.

Question 51

Which research method would be best to determine whether employees in Acme Company's computer assembly produce more under Theory X or more under Theory Y management style?

A)Historical
B)Survey
C)Observational
D)Experimental

Question 52

A persuasive email message to promote pop-up blocker software has as its central selling point the protection of children from pornography.The central selling point should

A)only appear early in the message when the product is introduced.
B)only appear at the end of the message to reinforce the requested action.
C)be reinforced throughout the message.
D)be implied but not emphasized throughout the message.

Question 53

The best definition for reliability is

A)a measure of the degree to which data measures what you intend for it to measure.
B)a measure of the accuracy and repeatability of the data.
C)a measure of the relationship between two variables.
D)none of the above.

Question 54

You must deny a request for credit to an applicant who does not meet your company's requirements.Using a sentence such as "You are encouraged to make cash purchases" illustrates a

A)counterproposal.
B)bait and switch technique.
C)confirmation of priorities.
D)consideration of eligibility.

Question 55

To overcome receiver resistance to a persuasive appeal,the price typically should be

A)mentioned early in the message to avoid the impression of deception.
B)delayed in the message until reader benefits have been established.
C)implied or stated in broad terms.
D)omitted from the sales message.

Question 56

Which of the following represents the correct sequence of steps in the problem-solving process?

A)Recognize and define the problem; collect and organize the data; select a method of solution; arrive at an answer
B)Select a method of solution; recognize and define the problem; collect and organize the data; arrive at an answer
C)Recognize and define the problem; select a method of solution; collect and organize the data; arrive at an answer
D)Select a method of solution; collect and organize the data; recognize and define the problem; arrive at an answer

Question 57

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

A)Promote open exchange of honest, candid communication.
B)Use a variety of communication channels to encourage two-way communication.
C)Carefully define the types of questions employees may ask management.
D)Keep employees informed of both good and bad news.

Question 58

Techniques for preparing effective sales messages include all of the following EXCEPT

A)presenting supporting evidence to satisfy the receiver's needs.
B)making the requested action clear and simple.
C)offering a guarantee or including an enclosure with product photos.
D)requiring immediate response from the receiver.

Question 59

When writing a message offering constructive criticism,the writer's primary consideration should be

A)identifying who made the error.
B)offering input that could benefit many.
C)getting even for the mistake that was made.
D)none of the above.

Question 60

A market researcher who uses primary research may use which of the following methods?

A)Boolean logic, observational studies, the hidden Internet
B)Search engines, normative surveys, interviews
C)Stratified random sampling, website "hits," observational studies
D)Observational studies, experimental research, normative survey research

Question 61

Derek is writing a long,formal report for submission to the company's board of directors on how to increase market share.Which of the following is NOT a guideline he should follow in preparing his report?

A)Avoid emotional terms.
B)Identify any assumptions made.
C)Eliminate his own opinion and the opinion of others
D)Use documentation, including citations and references.

Question 62

Which of the following statements is MOST accurate in regard to presentation software for the design of graphics?

A)Current presentation software packages have eliminated the need for users to have any previous knowledge of graphic or visual design.
B)The latest presentation software packages try to guide users away from the worst errors of taste and judgment.
C)Developers of presentation software continue to ignore rules for effective design of graphic aids in the default settings of their products.
D)An effective writer can confidently rely on default settings in presentation software to design effective visuals.

Question 63

Which of the following guidelines is appropriate when preparing both memo and letter reports?

A)Use personal writing style, including first- and second-person language.
B)Use deductive approach, regardless of the message content.
C)Avoid the use of headings, tables, or graphic elements.
D)All of the above are appropriate.

Question 64

Which of the following is correct concerning the analysis sections of a formal report?

A)An informational report typically ends with recommendations and has no summary or conclusions.
B)An analytical report typically has no summary or conclusions and ends with recommendations.
C)For short reports, the writer may place the summary, conclusions, and recommendations together in one section.
D)None of the above is correct.

Question 65

Which of the following statements is FALSE concerning the delivery of a business presentation?

A)What you say at the beginning sets the stage for your entire presentation and initiates your rapport with the audience.
B)Attention-getting techniques may include a quotation by an expert, an appropriate joke, or a startling statistic.
C)The inductive approach is used, because the deductive approach would remove the suspense factor for the audience.
D)After presenting the purpose, you should preview the major points you will discuss in the order you will discuss them.

Question 66

Which of the following headings is NOT parallel with the others?

A)Housing Costs in the Midwest Soar
B)Housing Costs in the South are Level
C)Increasing Housing Costs in New England
D)All are parallel

Question 67

Which of the following statements is correct concerning the reporting of quantitative data?

A)People are not usually interested in proportions or ratios but in exact numbers.
B)When tabulating research results of opinions and preferences, reporting exact statistics to the most accurate decimal point is necessary to avoid distortion in interpretation.
C)Common language reduces difficult figures to the "common denominators" of language and ideas.
D)Because of their absolute and understood value, dollars are a good measure of comparison from one year to another.

Question 68

Which of the following should a speaker generally avoid when delivering a business presentation?

A)Quotes from prominent people
B)Jokes and humor
C)Anecdotes
D)Numerous precise statistics

Question 69

Which of the following statements is correct concerning the effective use of graphics?

A)The use of graphics makes text discussion unnecessary.
B)Three or four pages of well-designed graphics can effectively convey several hundred pages of text.
C)Graphics should be reserved for communicating ideas that are highly quantitative.
D)The term "graphics" in business reports refers solely to the use of bar charts, line charts, and pie charts.

Question 70

In formatting a report,you discover than an entire table will not fit on the bottom of a page; the best formatting decision would be to

A)place the table prior to the text reference to it if that placement will allow the entire table to appear on the page.
B)begin the table, allow an adequate margin at the bottom of the page, and begin the next page with the continuation of the table.
C)introduce the table, continue the graphic interpretation to the bottom of the page, and begin the next page with the table.
D)end the page with the introduction to the table, regardless of the space on the page.

Question 71

Which of the following is MOST important to knowing the audience for your presentation?

A)Personally introducing yourself to each member of the audience prior to your presentation.
B)Attempting to identify their ages, incomes, occupations, and gender.
C)Selecting audience participants according to their perspective on the topic you will present.
D)All of the above are equally important.

Question 72

Thomas is writing a report that contains a vertical column bar chart showing last year's employee enrollment in three management training programs: conflict resolution,time management,and team building.Which of the following statements best interprets and analyzes the graph?

A)Figure 1 shows enrollment for each of the management training programs we offer.
B)As Figure 1 indicates, the enrollment for team building was almost double that of time management; and conflict resolution was the highest of the three.
C)The enrollment for time management was 42; for team building it was 81; and for conflict resolution it was the highest at 127.
D)Figure 1 data indicate that employee management training needs are shifting from training in time management and team building toward conflict resolution.

Question 73

Which of the following guidelines does NOT apply to a bar chart?

A)Bars are used to compare quantities.
B)The vertical axis begins at zero.
C)Increments on the quantitative axis should be equal.
D)Bar widths vary to show different quantities.

Question 74

Which of the following is NOT a weakness in survey research?

A)Using poorly constructed data gathering instruments
B)Administering the collection instrument to a small test sample before conducting the full survey
C)Using an instrument that contains bias
D)All of the above are weaknesses

Question 75

Which of the following descriptions is most valid,as it applies to accurate methods of analyzing data?

A)Judging data on the basis of personal consideration
B)Judging data on the basis of the evidence and soundness of research techniques
C)Judging data on the basis of evidence and on the character and ability of the study's participants
D)Judging data on the basis of findings of similar studies

Question 76

Which of the following is correct concerning the executive summary (abstract)in the preliminary pages and the summary that appears as a final section of the report body?

A)Only one or the other is necessary, since they would contain the same information.
B)Both are necessary because the executive summary summarizes the essential elements of the entire report and the summary reviews the main points presented in the report's findings.
C)Both are essential because they are prescribed sections in the APA style.
D)Neither is necessary in a well-written, concise report.

Question 77

Which of the following is an example of an effective talking title?

A)Interest Rates in the U.S.
B)U.S.Rates of Interest from January-April
C)U.S.Interest Rates Declined January-April
D)News on Interest Rates

Question 78

Which of the following is NOT a recommendation for designing a research questionnaire?

A)Use a logical item sequence of difficult to easy.
B)Ask for easily remembered information.
C)Avoid items that require essay-type answers to be written.
D)All of the above are recommended for questionnaire design.

Question 79

Which graphic aid would be best to show Starbuck's quarterly sales over a five-year period?

A)line graph
B)bar chart
C)pie chart
D)pictogram

Question 80

Placing graphic aids in the appendix is

A)recommended when the graphic would make the discussion complicated to follow.
B)recommended the majority of the time to simplify text preparation.
C)not recommended if the information is quantitative.
D)never recommended.