Deck 2: Managing the Communication Process: Analyzing, Composing, Evaluating

Question 1

If the ________ of your message is to ask your professor for an extension on a deadline, your ________ would be to get additional time to complete your assignment.

A)purpose; analysis
B)purpose; desired outcome
C)desired outcome; analysis
D)desired outcome; purpose
E)analysis; purpose

Answer 1

B
Explanation: B) Every business message has a purpose and a desired outcome (what you want your audience to know or actually do as a result of the communication). The purpose is why you are communicating the outcome you want to achieve.

Question 2

In the first step of ACE you analyze all of the following EXCEPT ________.

A)your purpose
B)your audience
C)the necessary content
D)the appropriate formatting conventions
E)the best medium for delivering your message

Answer 2

D
Explanation: D) In the first step of ACE you analyze the four elements listed in the other choices. Formatting decisions come during the second step, composing.

Question 3

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. You have found some research showing that flex-time employees are generally more productive than their standard schedule coworkers. You think an email would probably be the best way to open the discussion so that she can have time to digest the information and consider your proposal. You are engaged in which step of the ACE process?

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

Answer 3

B
Explanation: B) These actions are part of the first step of the ACE process, analyzing. Before composing, analyze your purpose, your audience, the content they need, and the best medium for your message.

Question 4

The primary audience of a message is ________.

A)the direct recipient of your message
B)anyone who hears about your message
C)anyone who may receive a copy of your message
D)anyone who is forwarded a copy of your message from the secondary audience
E)the first person who agrees with your idea

Question 5

Which of the following statements is NOT correct?

A)Persuasion is the ability to influence an audience to agree with your point of view.
B)Persuasion is necessary for all business communication.
C)Persuasion involves convincing the recipient of your message to accept your recommendation.
D)Persuasion is not required for purely informative communication.
E)Persuasion is used to get the reader to grant your request.

Question 6

Reviewing your message and considering feedback ________.

A)is an unaffordable luxury for all but the most formal business communications
B)may lead back to analysis and a reconsideration of decisions about purpose, audience, content, and medium
C)is part of composing, the second step of the ACE process
D)will be time consuming and unnecessary
E)sets the stage for your business message, which helps you make good decisions, and should be done before you begin composing

Question 7

Composing involves all of the following EXCEPT ________.

A)putting words on paper
B)speaking words aloud
C)organizing your content
D)formatting with paragraphs and headings
E)revising word usage and style

Question 8

In the ACE process for communication, the second step is ________.

A)composing
B)cutting
C)collaborating
D)copying
E)considering

Question 9

If the purpose of your message is to inform parents about the new dismissal procedure designed to alleviate problems with the current process at your school, which of the following best represents the desired outcome of your message?

A)Parents will analyze the situation themselves.
B)Parents will be willing to help.
C)Parents will want to improve their children's experience.
D)Parents will follow the new process that you are implementing.
E)Parents will become involved in their children's educational goals.

Question 10

Which of the following is most likely the purpose of this message?

A)to document the scientific advances in laundry soap
B)to describe the technology that led to the new formula for Brite
C)to congratulate Brite's research department on their achievements
D)to persuade customers to buy Brite
E)to analyze the likelihood that customers will try Brite

Question 11

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

A)Provide research that shows that this arrangement is workable and often results in increased productivity.
B)Give her the names of employees who would be interested in working a flex-time schedule.
C)Tell her how happy it would make you to have the flexibility to accommodate your personal interests.
D)Inform her of 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 12

If the purpose of your message is to ask local businesses to sponsor your event, your desired outcome would most likely be ________.

A)to inform them about your event
B)to promote understanding about your event's goal
C)to propose ways in which they could help
D)that the business will donate their goods and services
E)that the business will be excited about your event

Question 13

You come up with a cost-cutting measure for your department and email the idea to your supervisor. He is so impressed by it that he forwards your message to the other members of your department, as well as the heads of operations and IT. The secondary audience of your message is ________.

A)your supervisor only
B)your supervisor and the heads of operations and IT
C)the members of your department and the heads of operations and IT
D)your supervisor and the members of your department
E)your supervisor, the members of your department, and the heads of operations and IT

Question 14

Keeping your purpose and desired outcome in mind as you write your message helps you evaluate whether your content ________.

A)supports your goal
B)is formatted correctly
C)uses the proper headings and subheadings
D)has appropriate word usage
E)is responsive to feedback

Question 15

The final step of the ACE process, evaluating, includes ________.

A)drafting your message
B)analyzing your audience
C)selecting the best medium
D)considering feedback
E)determining your purpose

Question 16

In the ACE process for communication, the first step is ________.

A)adapting
B)adjusting
C)analyzing
D)addressing
E)authoring

Question 17

Which of the following is most likely the desired outcome of this message?

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.
D)The recipient will throw away packages of Brite with the old formula.
E)The recipient will compare Brite with other laundry soaps.

Question 18

When conducting the audience analysis for a persuasive message, which of the following is NOT one of the recommended questions?

A)What does the primary and secondary audience already know?
B)What information does the audience need to know and why?
C)When does the audience need this information?
D)How will the audience react to this information?
E)How will I benefit from my idea or proposal?

Question 19

Which of the following communications will likely require persuasion?

A)informing a colleague about a room change for a meeting
B)sharing the minutes of the most recent team meeting
C)asking your boss to move you to a different project team
D)providing instructions for the new log-in procedure
E)issuing a progress report to your client

Question 20

In analyzing your audience, you determine that ________.

A)the clients need to be made aware of the fees they currently pay
B)the clients need to know how your company will use the revenue from the fee increase
C)the clients don't need this information until September, since that is when the increase will go into effect
D)the clients need to be told what the new fee structure is
E)the clients cannot be expected to understand your message

Question 21

Which of the following is a disadvantage of communicating a message over the phone?

A)It allows personal explanation targeted to an individual.
B)It is usually permanently documented.
C)It can provide immediate feedback if the person answers the phone.
D)It allows short messages to be delivered via voice mail if individuals do not answer the call.
E)It is time consuming if individual calls need to be made to several people.

Question 22

When choosing the delivery option of your message, ________.

A)all the methods have the same advantages
B)all the methods have pros and cons, so selection doesn't matter much
C)choosing the best medium for your message is challenging
D)new mediums are not appropriate for business communications
E)a blog should not be used to generate discussion

Question 23

Tyrone decides that the best medium to use for his business message is a letter. Which of the following is TRUE about the message Tyrone is communicating?

A)It must be delivered immediately.
B)It requires immediate feedback.
C)It will project a less formal image than email.
D)It will leave a permanent record.
E)It allows interactive communication.

Question 24

When communicating this message the best approach would likely be for her boss to ________.

A)state the main idea right away to get it over with
B)hint at the main idea and let Jenna read between the lines
C)tell Jenna the bad news first and then explain all the reasons why
D)build up to the main idea, stating the reasons why before actually giving her the bad news
E)give her the bad news right away so that she doesn't get impatient

Question 25

In this situation ________.

A)the direct organizational plan is best, since Jenna needs to be persuaded
B)the direct organizational plan is best, since Jenna will have a positive reaction
C)the indirect organizational plan is best, since Jenna will have a neutral reaction
D)the indirect organizational plan is best, since Jenna will not be expecting this bad news
E)it doesn't matter which organizational plan is used, as either is appropriate for any situation

Question 26

Shannon needs to deliver some information quickly to a large group of people. Which of the following would be the best medium for her to use?

A)email
B)phone
C)memo
D)letter
E)one-on-one conversations

Question 27

When selecting the medium for a message, email ________.

A)is not efficient for disseminating information to many people
B)ensures immediate feedback
C)may not be appropriate for sending sensitive content
D)cannot create a permanent record
E)does not allow for quick communication

Question 28

Primary research ________.

A)involves collecting your own original data
B)includes industry journals and experts outside your company
C)is information other people have collected
D)includes existing company reports and databases
E)is always more efficient than secondary research

Question 29

The first draft of a message focuses on ________.

A)analyzing your audience
B)getting your thoughts on paper
C)evaluating your word choices
D)perfecting your grammar
E)creating a purpose statement

Question 30

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

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

Question 31

All of the following are examples of internal sources EXCEPT ________.

A)a company report
B)an industry journal
C)a memo from your supervisor
D)your HR department
E)your company's employee handbook

Question 32

The main idea of your message ________.

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 33

Simple, well-planned messages ________.

A)don't require a first draft
B)should have exactly one draft
C)benefit from at least two drafts
D)require at least three drafts
E)tend to write themselves

Question 34

Didi is asked by her boss to attend the supervisors' meeting that afternoon and to participate in a brief discussion on the flex-time schedule proposal her department is supporting. Which of the following is TRUE about Didi's preparation for this meeting?

A)She should anticipate the questions and objections the supervisors will have to this proposal, so that she can address them.
B)She should create a list of bullet points focusing on the benefits this proposal has for herself and her coworkers.
C)She should create an elaborate outline and distribute it at the meeting.
D)It is best to enter a situation like this without an outline and just be spontaneous.
E)As long as she speaks from the heart, the organization of her message is irrelevant.

Question 35

In which of the following cases is the direct organizational plan most appropriate?

A)asking your boss for an extension on an assignment
B)recommending a controversial change in departmental procedure to your boss
C)requesting a day off during your company's busy season
D)explaining why your team failed to catch a problem
E)sending a status report indicating that you are on schedule for an assignment

Question 36

Why should a persuasive letter like this focus on audience benefits?

A)People are selfish and won't be interested if they know that you are also getting benefits from the arrangement.
B)People won't pay attention unless the focus is on them.
C)To convince someone to do what you want, you have to show them what is in it for them.
D)To influence someone's behaviour, you should overstate the benefits if necessary.
E)People are more likely to accept your idea if you let them know how it will benefit you.

Question 37

Key decisions that you make in the composing process include all of the following EXCEPT ________.

A)how to create a good environment for composing
B)how to organize your thoughts
C)how to get through a first draft quickly
D)how to plan an effective format
E)how to analyze your audience and their needs

Question 38

Which of the following statements would be best to include in this letter?

A)This increase will allow us to give well-deserved bonuses to our salespeople.
B)This increase will allow us to upgrade our infrastructure and better compete with our rivals.
C)This increase will allow us to embark on an aggressive media campaign to woo new clients.
D)This increase will allow us to provide you with additional benefits and 24-hour support.
E)This increase will allow us to pay down some long-term debt.

Question 39

Your boss asks you to create a proposal for an upcoming staff meeting and estimates that you should devote about 15 hours to writing it. Spending one or two hours each day writing ________.

A)is an inefficient way to work
B)will not allow you to complete the proposal on time
C)is less effective than spending the two full workdays before the meeting getting it done
D)allows you to have a fresh perspective each day and work more constructively
E)is more taxing and stressful than writing for an extended period

Question 40

All of the following circumstances lend themselves to the direct organizational plan EXCEPT ________.

A)informing your client that you have finished the project under budget
B)giving your client your new contact information
C)telling your client that you are running behind schedule
D)sending your client a recommendation from another customer
E)sending your client a thank-you note

Question 41

Which of the following statements would be best to include in a message?

A)Should the need arise, I will be more than happy to answer any queries you might have.
B)Please do not hesitate to contact me with any questions that might occur.
C)Please contact me if you have any questions.
D)And of course, I will be available to answer any questions that arise.
E)It will be my pleasure to enlighten you on any topics requiring clarification.

Question 42

Which of the following is NOT a consistent design principle that applies to all media?

A)Start with a purpose-driven introduction.
B)Break the message into short chunks.
C)Avoid the use of words such as "first" and "second," which signal shifts in content.
D)Use parallel bullet lists for easy comprehension and skimming.
E)Begin each paragraph with a strong topic sentence that identifies the main point or overall idea of the paragraph.

Question 43

Which of the following statements about revising a written communication is NOT true?

A)Your first draft may include incomplete thoughts.
B)Your first draft may contain awkward sentences.
C)Written communication provides the opportunity to revise your message as you are communicating it based on immediate feedback you receive.
D)Spelling and grammar checkers won't catch all the problems in a written document.
E)By the time you get to the end of your first draft you may have discovered new ideas about what to say.

Question 44

John is responsible for researching a proposed solution to the breakdown of internal communication in his office and creating a report of his findings. He is a bit nervous about this, as he suffered from crippling writer's block in his most recent assignment prior to this. Which of the following pieces of advice would NOT be useful to John regarding writer's block?

A)Try to avoid writer's block by not waiting until the last minute to start the report.
B)If you're stuck, try writing down whatever comes to your mind without worrying if it is appropriate or meaningful.
C)Think aloud to get your ideas out in the air.
D)Write the easiest parts of the report first.
E)Stop frequently in the drafting process to evaluate what you have written, and don't move on to the next sentence until the last one is perfect.

Question 45

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

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

Question 46

Writer's block ________.

A)occurs when you stop frequently during the drafting process to evaluate what you have written before finishing your thoughts
B)is never a problem if you use the ACE process
C)is often the result of procrastination or impatience
D)is best dealt with by ignoring the editor in your brain while you write
E)can be overcome by writing the hardest parts of your message first

Question 47

Sarah is engaged in the process of drafting her message. As she writes, she stops frequently to evaluate what she has written before finishing her thoughts. Sarah is ________.

A)suffering from perfectionist syndrome
B)suffering from writer's block
C)correctly making sure that each sentence is perfect before she begins the next
D)accurately following the guidelines for effective drafting
E)switching between drafting and revising, a highly efficient way to compose a message

Question 48

Which of the statements below does NOT include redundant language?

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

Question 49

After your arrival at the airport, transportation to our office will be provided.
Which of the following revisions best improves the sentence above?

A)replacing "arrival" with "descent to the runway"
B)replacing "transportation" with "car service"
C)replacing "to our office" with "to the location at which we do business"
D)replacing "at the airport" with "in the city that spawned our thriving business"
E)replacing "will be provided" with "will be graciously and warmly offered to your good self"

Question 50

A document's format ________.

A)is only important to design professionals
B)will compensate for poor content
C)cannot undermine your credibility
D)varies wildly according to choice of medium, with no consistent design principles applying to all media
E)can communicate professionalism to your audience

Question 51

Which of the following is NOT an example of redundancy?

A)unprecedented progress
B)past experience
C)combine together
D)advance reservation
E)unexpected surprise

Question 52

Which of the following is recommended as part of the revision process?

A)Start the revising process as soon as you have finished the document.
B)Eliminate abstract wording.
C)Replace simple words with more impressive vocabulary.
D)Pepper your message with slang to make it more lively.
E)Be careful not to use a conversational style.

Question 53

The items below are to be included in a bulleted list, each preceded by a dot or other simple shape. Which of the items is NOT grammatically parallel to the others?

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 54

Re-reading the entire document from the audience's perspective ________.

A)is best done as the final step in the revising process
B)helps you identify key audience objections that you should omit from your message
C)helps you identify audience benefits that you forgot to include
D)is an inefficient use of the revising process
E)is only recommended if you have extra time

Question 55

Business emails ________.

A)should focus on only one topic
B)should contain only one paragraph
C)should not contain bullet points
D)should use generic headings
E)should omit a salutation

Question 56

Voice mail messages ________.

A)do not require you to consider design, as they are an oral communication
B)are best done spontaneously
C)should focus on one topic
D)do not require you to leave contact information
E)should allude to your main point without getting too specific to arouse the recipient's curiosity and ensure a return phone call

Question 57

A letter would be appropriate for each of the following situations EXCEPT ________.

A)informing your boss that you are resigning
B)alerting employees that a flex-time schedule will go into effect
C)communicating news to a client
D)informing a customer of a change in terms
E)offering a promotion to someone in your department

Question 58

You do a thorough job collecting research and come up with some interesting and persuasive content. Although your ideas are spot-on, the format of your final report is difficult to read and a little confusing. This ________.

A)is problematic, as it will undermine your credibility
B)communicates to your audience, at a glance, that you are professional
C)is irrelevant, as the strength of your content will shine through
D)won't affect the reception of your report, as formatting is only a very minor issue
E)is unfortunate, but cannot significantly affect the impact of your report

Question 59

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

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.

Question 60

Which of the following statements is TRUE?

A)Memos and emails are both typically sent only to internal audiences.
B)Memos and emails have very little in common.
C)Unlike emails, memos should address multiple topics.
D)Like emails, memos should include complimentary closings and signatures at the end.
E)Memos are often longer than the recommended length for emails.

Question 61

Persuasion is required for all business communication.

Question 62

The ACE process for communication can only be used in very complex situations.

Question 63

Messages have either primary audiences or secondary audiences, not both.

Question 64

A quick scan of a document ________.

A)is an effective proofreading technique
B)is sufficient for most business messages
C)is all that's required for emails and memos
D)might miss errors that will undermine your message
E)is not necessary for internal communication

Question 65

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?

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 66

If you are pressed for time, it's a good idea to skip the analysis step and jump ahead to composing your message.

Question 67

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

Question 68

Which statement is most appropriate if you want to emphasize what happened rather than who did it?

A)The deadline was missed.
B)The team met its sales goal.
C)The HR department came up with new personnel guidelines.
D)I found a number of ways to save money.
E)You lost the client.

Question 69

Thinking about your purpose and content often helps you refine your desired outcome.

Question 70

For a business communicator, style ________.

A)refers to how you express yourself
B)is the content you express
C)pertains to what you don't say
D)doesn't impact the tone of the message
E)is irrelevant

Question 71

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?

A)Please turn in your questionnaires since a decision won't be made until you do.
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 forms are turned in.

Question 72

Which of the following statements is TRUE?

A)The passive voice should dominate in business writing.
B)In active voice sentences, the subject does not perform the action of the verb.
C)The passive voice leads to a clear and lively style of writing.
D)The active voice may be a good choice when you do not want to assign blame.
E)In passive voice sentences, the subject receives the action expressed by the verb.

Question 73

Which of the following is worded most strongly and would be best to use in a message that will be sent to people from different countries, cultures, and social groups?

A)I want to make sure that we are all on the same page.
B)Let's make sure we're all singing the same tune.
C)It's mission critical that we're all seeing this through one set of eyes.
D)Let's be careful that we're not on different wavelengths.
E)I want to be sure that we are in agreement on this issue.

Question 74

The passive voice ________.

A)leads to a clear and lively writing style
B)can help emphasize a certain word by placing it as the subject of the sentence
C)may be appropriate when you want to assign blame
D)is never appropriate in business writing
E)is grammatically incorrect

Question 75

Composing consists entirely of putting words on the page or speaking them aloud.

Question 76

Which example uses a conversational style?

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 77

In the ACE process for communication, "E" stands for evaluating.

Question 78

Which of the following is NOT a good guideline for checking systematically for errors?

A)Proofread your work immediately after you finish it.
B)Read your work multiple times.
C)Look for your own common errors.
D)Read your draft aloud.
E)Swap your work with a colleague.

Question 79

You should not show your message to anyone until you have finished the evaluating step of the ACE process.

Question 80

The desired outcome of your message is what you want your audience to know or do as a result of your communication.