Deck 4: Planning Business Messages

Question 1

Jay includes the sentence "Let me know whether I can answer any questions" at the end of his e-mail message as a way to encourage 

A)decoding.
B)feedback.
C)frame of reference.
D)bypassing.

Answer 1

B

Question 2

The process of communication is successful only when 

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

Answer 2

D

Question 3

You are talking with the president of your company about a possible merger. Which of the following is the most useful feedback you can provide during the conversation? 

A)I just don't understand why you think we should go through with this merger.
B)If I understand you correctly, your recommendation is that we go through with the merger.
C)There's no way this merger can possibly work.
D)Are you insane?

Answer 3

B

Question 4

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 5

____ helps the sender know whether the message was received and understood.

A)Feedback 
B)Noise 
C)Bypassing 
D)Decoding

Question 6

An American sales team offended a group of Peruvian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Peruvian culture. The communication barrier in this instance could be attributed to 

A)bypassing.
B)poor listening skills.
C)a failure to recognize different frames of reference.
D)emotional interference caused when senders or receivers are distracted by internal feelings.

Question 7

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 8

While reading an e-mail message from her boss, Melissa is distracted by numerous typographical and spelling errors. These errors that detract from the message and make it difficult to read are called 

A)bypassing.
B)noise.
C)feedback.
D)frame of reference.

Question 9

E-mail messages, text messages, tweets, smartphones, wireless networks, letters, memos, reports, pictures, and spoken words are all examples of 

A)messages.
B)channels.
C)encoding tools.
D)decoders.

Question 10

Select the best definition of communication.

A)Communication is the transmission of information from one individual or group to another.
B)Communication is the transmission of data from one individual or group to another.
C)Communication is the transmission of information and meaning from one individual or group to another.
D)Communication is the transmission of ideas from one individual or group to another.

Question 11

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 12

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

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

Question 13

Robert must send an e-mail message to a client in Turkey. He is carefully selecting his words to ensure that his Turkish client, who speaks English as a second language, will understand them. He is involved in which part of the communication process? 

A)Message encoding 
B)Idea formation 
C)Message transmission 
D)Message decoding

Question 14

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 15

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 16

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 17

When employees at Coors translated its slogan "Turn It Loose" into Spanish, they didn't realize it would translate to "suffer from diarrhea." To avoid similar problems, the sender of a message must 

A)select a proper communication channel.
B)provide means to ensure reliable feedback.
C)keep all messages in English.
D)select appropriate words or symbols as part of the encoding process.

Question 18

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 19

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 20

The U.S. Army carefully selected the words used in its slogan, "Be all you can be," while 

A)selecting the channel.
B)encoding the message.
C)decoding the message.
D)evaluating the message.

Question 21

Which of the following statements about business writing is least accurate? 

A)Business writing is different from writing done in high school and college classes.
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 reader.

Question 22

Naoko has just moved to the United States from Japan and is taking a class to improve her English skills. What interpersonal communication barrier is she trying to overcome? 

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

Question 23

The best business writing is purposeful, economical, and 

A)technical.
B)audience oriented.
C)aggressive.
D)feelings oriented.

Question 24

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 25

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 26

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

A)Edit the message to make sure it is clear, conversational, concise, and readable.
B)Proofread the message for spelling, grammar, punctuation, names, numbers, and formatting errors.
C)Evaluate the message to decide whether it will achieve its purpose.
D)All of these choices

Question 27

The primary purpose of messages that sell products, convince managers, motivate employees, and win over customers is to 

A)persuade.
B)inform.
C)promote goodwill.
D)educate.

Question 28

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

A)Decide on the purpose of your message.
B)Profile your audience.
C)Conduct research to gather the data you need to provide facts.
D)Evaluate whether your message will achieve its purpose.

Question 29

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 30

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 31

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

A)Hit the "Reply" button.
B)Determine the purpose of the message he will send as a response.
C)Start composing his reply.
D)Conduct any necessary research.

Question 32

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 33

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 34

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 35

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 36

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 37

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

A)Edit the message to make sure it is clear, conversational, concise, and readable.
B)Write the rough draft.
C)Gather any needed information through formal or informal research techniques.
D)Analyze the audience and your purpose for writing.

Question 38

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 39

How can one become a better business writer? 

A)Follow a systematic process such as the 3-x-3 writing process.
B)Study models of successful business messages.
C)Practice writing a variety of business messages.
D)Do all of these choices.

Question 40

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 41

Francis is starting his first full-time job after graduating from college, and he wants to sound conversational but professional on the job. 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 42

Which of the following statements about the "you" view is most accurate? 

A)The "you" view emphasizes first-person pronouns such as I, we, and our.
B)Be careful because second-person pronouns such as you and your can be overused and misused.
C)The "you" view can be used effectively in all business messages.
D)First-person pronouns such as I, we, and our should be avoided in business messages because they take the focus off the reader.

Question 43

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 purpose of your message.
B)spotlighting audience benefits.
C)emphasizing sender benefits.
D)analyzing the task.

Question 44

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)not worry at all about who his audience is.

Question 45

Which of the following statements about team writing is most accurate? 

A)In preparing big projects, teams will usually function together for each phase of the writing process.
B)Team members are more likely to work together during Phase 2 of the writing process than any other phase.
C)To save time, teams should go through the revision and evaluation phase just one time.
D)Team members will usually gather at the beginning of a project to brainstorm.

Question 46

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 47

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)You will receive your complete walking tour itinerary one month before your trip.

Question 48

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 49

Which of the following sentences does not show gender bias? 

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 50

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 51

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 52

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 53

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 54

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 55

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 56

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 57

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.
D)Team-written documents and presentations are not standard in most organizations because collaboration has many disadvantages.

Question 58

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)Track changes and other tools in MS Word 
B)Wikis 
C)Collaboration software such as Google Docs 
D)All of these choices

Question 59

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

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

Question 60

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

A)Hey, dude! UR not gonna believe this! Come by 2C me B4 you leave 2day.
B)Salutations! I deem it possible that you will be perplexed by what has transpired on this very day. Please approach my office to confer with me before you depart for the present day.
C)Hello! You will not believe what I just learned. Drop by my office before you leave today to discuss it.
D)All of these sentences use conversational, middle-level diction.

Question 61

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 62

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

Question 63

The third phase of the writing process involves editing, proofreading, and evaluating your message.

Question 64

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

Question 65

Anticipating and profiling the audience for a message helps a communicator determine what words and tone to use.

Question 66

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

Question 67

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

Question 68

The only factor that matters when choosing a channel to send a business message is the cost involved.

Question 69

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 70

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

Question 71

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

Question 72

Preparing a business message or presentation is easier and more efficient if you have a systematic process to follow.

Question 73

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

Question 74

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

Question 75

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

Question 76

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

Question 77

Communication tools such as e-mail, instant messaging, texting, Twitter, and other interactive media have completely changed the nature of communication.

Question 78

Text messages, e-mail messages, business letters, memos, and reports are most effective when they use a formal tone.

Question 79

The process of communication begins when the receiver puts a message into writing.

Question 80

I have decided to allow you to take Friday off effectively applies the "you" view.