Essentials Of Business Communication 10th Edition by Mary Ellen Guffey -Test Bank

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Essentials Of Business Communication 10th Edition by Mary Ellen Guffey -Test Bank

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WITH ANSWERS
Essentials Of Business Communication 10th Edition by Mary Ellen Guffey -Test Bank

Chapter_02_Planning_Business_Messages

1. Communication is defined as the transmission of information and meaning from one individual or group to another. The crucial element of this definition is

  a. transmission.
  b. information.
  c. meaning.
  d. individual.

 

ANSWER:   c
RATIONALE:   Communication is successful only if meaning is exchanged, making meaning the crucial element. You can send information; but if it means nothing to the receiver, true communication has not occurred.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 36
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.02 DISC.ESBC.GULO.16.01.02
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

2. The communication process begins when the sender

  a. determines the appropriate communication channel.
  b. has an idea.
  c. encodes an idea into a message.
  d. plans for feedback.

 

ANSWER:   b
RATIONALE:   The communication process begins when the sender has an idea.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 36
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

3. Converting ideas into words or gestures to convey meaning is called

  a. feedback.
  b. decoding.
  c. encoding.
  d. nonverbal communication.

 

ANSWER:   c
RATIONALE:   The second step of the communication process involves encoding, converting ideas into meaningful words or gestures.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 37
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

4. A communication channel

  a. is anything that interrupts the transmission of a message.
  b. should be selected before idea formation.
  c. includes only digital means for transmitting messages.
  d. is the medium over which the message travels.

 

ANSWER:   d
RATIONALE:   The medium over which the message travels is the channel.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 37
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

5. Which of the following is not an element of the communication process?

  a. Forming an idea
  b. Selecting a communication channel
  c. Displaying empathy
  d. Providing feedback

 

ANSWER:   c
RATIONALE:   The communication process involves these five steps: forming an idea, encoding the idea, selecting a channel and transmitting the message, decoding the message, and providing feedback.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 37
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

6. The process of translating a message from its symbol form into meaning is called

  a. feedback.
  b. decoding.
  c. encoding.
  d. noise.

 

ANSWER:   b
RATIONALE:   The fourth step of the communication process involves decoding or translating the message from its symbol form into meaning.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 38
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

7. Communication noise

  a. occurs only with the sender in the communication process.
  b. includes only environmentally produced sounds that prevent the message from being transmitted.
  c. is anything that interrupts the transmission of a message.
  d. describes the medium over which the message travels.

 

ANSWER:   c
RATIONALE:   Anything that interrupts the transmission of a message is called noise. Channel noise may range from a weak Internet signal to sloppy formatting and typos in written messages. It can even include the annoyance a receiver feels when the sender chooses an improper channel.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 38
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

8. Feedback

  a. includes only those verbal responses from the receiver.
  b. is not an important part of the communication process.
  c. is the process of converting an idea that will convey meaning.
  d. includes both the verbal and nonverbal responses from the receiver.

 

ANSWER:   d
RATIONALE:   The verbal and nonverbal responses of the receiver create feedback, a vital part of the communication process. Feedback helps the sender know that the message was received and understood.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 38
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

9. Communication is successful only when

  a. verbal feedback has been sent to the receiver.
  b. no noise occurs during the communication process.
  c. verbal and nonverbal feedback have been sent to the receiver.
  d. the receiver understands an idea as the sender intended it.

 

ANSWER:   d
RATIONALE:   The communication process is successful only when the receiver understands an idea as the sender intended it.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 38
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Knowledge

 

10. Which statement about the communication process is most accurate?

  a. The use of digital networks as a means to transmit messages is declining in todays workplace.
  b. Because the meanings of words are the same among people, participants in the communication process need not worry about their word selection or usage.
  c. Only senders are affected by their mood, frame of reference, background, or culture.
  d. Feedback helps the sender know that the message was received and understood.

 

ANSWER:   d
RATIONALE:   Feedback helps the sender know that the message was received and understood. Senders can encourage feedback by asking Am I making myself clear? or Is there anything you dont understand? Receivers can improve the communication process by paraphrasing the senders message.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   p. 38
LEARNING OBJECTIVES:   ESBC.GULO.16.02.01 02.01
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Understanding the Communication Process
KEYWORDS:   Blooms: Comprehension

 

11. Business writing should be all of the following except 

  a. purposeful.
  b. audience oriented.
  c. economical.
  d. sender oriented.

 

ANSWER:   d
RATIONALE:   Business writing should be purposeful, economical, and audience oriented.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 39
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

12. When preparing a business message, you should make your writing audience oriented. Audience oriented means you should

  a. write to solve a problem or convey information.
  b. attempt to get your audience to believe and accept your message.
  c. present ideas clearly but concisely.
  d. concentrate on looking at the problem from the receivers perspective.

 

ANSWER:   d
RATIONALE:   Business messages are audience oriented when the writer concentrates on the readers perspective. The other skills listed are also important qualities of your business writing, but they do not represent audience orientation.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 39
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

13. Business writing should be purposeful. In this context purposeful can best be defined as

  a. presenting ideas clearly and concisely.
  b. concentrating on the receivers perspective instead of your own.
  c. solving problems and conveying information.
  d. getting your audience to believe and accept your message.

 

ANSWER:   c
RATIONALE:   Business writing should be clear, concise, and written from the receivers perspective. However, purposeful identifies the reason for the writing, which is to solve a problem or convey information.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 39
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.02 DISC.ESBC.GULO.16.01.02
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

14. Business writing should be economical. In this context economical can best be defined as

  a. presenting ideas clearly and concisely.
  b. concentrating on the receivers perspective instead of your own.
  c. solving problems and conveying information.
  d. getting your audience to believe and accept your message.

 

ANSWER:   a
RATIONALE:   Business writing should solve a problem, use the appropriate channel, and be written from the receivers perspective. However, economical identifies the qualities of conciseness and clarity.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 39
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

15. The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audiences reaction to your message, and

  a. investigating background information.
  b. composing your message.
  c. adapting your message to the audience.
  d. looking for previous company documents on the topic.

 

ANSWER:   c
RATIONALE:   Many beginning writers forget to complete Phase 1: analyze the audience and purpose, anticipate audience reaction, and adapt the message to the audience.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 39
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

16. Adapting your message to the audience involves

  a. thinking of the right words and tone to use in your message.
  b. rewriting your message several times to ensure it is clear.
  c. selecting the best research to incorporate within the message.
  d. conducting a thorough audience analysis.

 

ANSWER:   a
RATIONALE:   The last step in the prewriting phase involves adapting your message to the audience, which requires thinking of the right words and tone to use in your message. Adapting occurs after analyzing the audience, but before researching and revising.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 39
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

17. During the second phase of the writing process, you conduct research,

  a. clarify the audience demographics, and edit word choices.
  b. anticipate audience reaction, and adapt the message.
  c. organize ideas, and compose the message.
  d. evaluate message effectiveness, and revise as needed.

 

ANSWER:   c
RATIONALE:   During the drafting stage, you will research and organize your message; then you compose the message. Developing knowledge of the audience occurs in the first stage (prewriting), and evaluating and editing occur in the final stage (revising).
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   pp. 39-40
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

18. In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

  a. evaluate for effectiveness.
  b. assess the cost of the selected delivery channel.
  c. solve the problem.
  d. forward the document to the publishing department.

 

ANSWER:   a
RATIONALE:   The last step of the writing process is evaluation, deciding whether your message accomplishes your goal.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 40
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

19. According to writing experts, approximately what percentage of time should you spend on the prewriting phase of a business message?

  a. 90 percent
  b. 50 percent
  c. 25 percent
  d. 5 percent

 

ANSWER:   c
RATIONALE:   Plan to spend one quarter of your time on prewriting, which includes analyzing your audience, anticipating your audience, and adapting to your audience.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 41
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

20. Experts say that writers should spend the most time in the ____ stage of the writing process.

  a. prewriting
  b. drafting
  c. revising
  d. thinking

 

ANSWER:   c
RATIONALE:   Beginning writers often neglect the last phase of the writing process: revising for clarity, conciseness, tone, and readability. The best messages require extensive revision to meet the audiences need and the purpose of the message.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 41
LEARNING OBJECTIVES:   ESBC.GULO.16.02.02 02.02
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Using the 3-x-3 Writing Process as a Guide
KEYWORDS:   Blooms: Knowledge

 

21. Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2)

  a. Why did my boss give this task to me?
  b. What do I hope to achieve with this message?
  c. How can I get this message written as quickly as possible?
  d. Do I have enough time and financial resources to complete the work?

 

ANSWER:   b
RATIONALE:   As you compose a workplace message, ask yourself, Why am I sending this message? and What do I hope to achieve with this message? Your responses will determine how you organize and present your information.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   p. 41
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.06 DISC.ESBC.GULO.16.06.06
United States BUSPROG.ESBC.GULO.16.06.07 DISC.ESBC.GULO.16.06.07
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Application

 

22. The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to

  a. promote goodwill.
  b. comply with governmental regulations.
  c. create written documentation.
  d. avoid lawsuits.

 

ANSWER:   a
RATIONALE:   In addition to informing and persuading, an effective business message will promote goodwill, which means that you and your organization will look good in the eyes of your audience. Maintaining the goodwill of customers and employees is essential to business growth and your career advancement.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   pp. 41-42
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.02 DISC.ESBC.GULO.16.01.02
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Knowledge

 

23. Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she

  a. identifies the propertys outstanding traits and describes them clearly.
  b. concentrates on the price and value of the property.
  c. writes using familiar words and a friendly, informal tone.
  d. considers what the readers are like and how they will react to the message.

 

ANSWER:   d
RATIONALE:   When anticipating an audience, Lindsay should consider what the readers are like and how they will react. This will assist her in writing a description of the property and benefits that appeal to her audience.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   p. 42
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Application

 

24. Profiling the audience for a business message helps the writer

  a. identify the appropriate tone, language, and channel.
  b. guarantee that the audience will respond positively to the message.
  c. select slang the audience will recognize and appreciate.
  d. create a perfect first draft.

 

ANSWER:   a
RATIONALE:   Profiling the audience helps the writer to develop a document with appropriate tone and language and to select an appropriate channel. Unfortunately, profiling will not eliminate the need for revision or guarantee that the audience will respond positively to the message.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 43
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Knowledge

 

25. Travis must determine the appropriate channel for an important business message. In this context channel refers to the

  a. individuals who will receive the message.
  b. degree of formality required.
  c. medium through which the message is sent.
  d. tone and approach needed to accomplish his purpose.

 

ANSWER:   c
RATIONALE:   The channel refers to the medium through which Travis will send his message.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 43
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Application

 

26. Which of the following communication channels is considered the richest medium?

  a. Written proposal
  b. E-mail message
  c. Face-to-face conversation
  d. Blog posting

 

ANSWER:   c
RATIONALE:   Media richness describes the extent to which a channel or medium recreates or represents all the information available in the original message. A richer medium such as a face-to-face conversation permits more interactivity and feedback. A leaner medium such as a proposal presents a flat, one-dimensional message.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   pp. 43-44
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.04.04 DISC.ESBC.GULO.16.04.04
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Knowledge

 

27. Human Resources Manager Claire Siu must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this message is

  a. an e-mail message.
  b. a face-to-face conversation.
  c. a voice mail message.
  d. an instant message.

 

ANSWER:   b
RATIONALE:   The best channel for the delivery of bad news, such as the potential loss of employment, is face-to-face communication. Good news, such as bonus pay for performance, could be delivered through e-mail, voice mail, or instant messaging. Careful writers consider the type of message in selecting the channel.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   pp. 43-44
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.04 DISC.ESBC.GULO.16.01.04
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Application

 

28. Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next weeks meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael should

  a. send an e-mail.
  b. meet in person with each team member.
  c. call a team meeting.
  d. write a short team report.

 

ANSWER:   a
RATIONALE:   E-mail is a better choice for routine announcements. Using individual meetings, a team meeting, or a short report to announce the changed meeting time would be inefficient.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   pp. 43-44
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.04 DISC.ESBC.GULO.16.01.04
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Application

 

29. When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal communications, and

  a. use the richest media available.
  b. select the cheapest channel to reduce costs.
  c. never use digital media such as instant or text messaging on the job.
  d. consider what media is the easiest for you to use.

 

ANSWER:   a
RATIONALE:   When choosing a communication channel, always use the richest media available, and employ richer media for more persuasive or personal communications.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   pp. 43-44
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.04 DISC.ESBC.GULO.16.01.04
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Knowledge

 

30. You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?

  a. Amount and speed of feedback and interactivity required
  b. Cost of the channel
  c. Confidentiality and sensitivity of the message
  d. Your competitors channel use

 

ANSWER:   d
RATIONALE:   Consider the following factors when selecting a communication channel: importance of the message, amount and speed of feedback and interactivity required, necessity for a permanent record, cost of the channel, degree of formality required, and confidentiality and sensitivity of the message.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 44
LEARNING OBJECTIVES:   ESBC.GULO.16.02.03 02.03
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.06.04 DISC.ESBC.GULO.16.06.04
TOPICS:   Analyzing and Anticipating the Audience
KEYWORDS:   Blooms: Knowledge

 

31. Adaptation is the process of

  a. creating a message that suits the audience.
  b. impressing your audience with high-level diction and long sentences.
  c. sending feedback to the sender of a message.
  d. proofreading and editing a written message.

 

ANSWER:   a
RATIONALE:   Adaptation is the process of creating a message that suits the audience. Skilled communicators adapt their messages to their audiences by incorporating audience benefits, using the you view, and sounding conversational but professional.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 44
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Knowledge

 

32. One technique that improves business writing is the use of empathy. Empathy refers to

  a. using inclusive language to eliminate bias.
  b. putting yourself in the receivers shoes to adapt the message to the receivers needs.
  c. appealing to the audience by using a sender focus.
  d. formatting documents to meet business standards.

 

ANSWER:   b
RATIONALE:   Empathy involves shaping a message so that it appeals to the receiver. Writers can do this by putting themselves in the receivers shoes.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   p. 45
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Knowledge

 

33. Empathic writers

  a. use more first-person pronouns than second-person pronouns in their messages.
  b. try to give something to the receiver.
  c. think about their needs before the receivers needs.
  d. All answer choices reflect techniques used by empathic writers.

 

ANSWER:   b
RATIONALE:   Empathic writers think about how a receiver will decode a message. They also try to give something to the receiver, solve the receivers problems, save the receiver money, or just understand the feelings and position of the other person.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   p. 45
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Knowledge

 

34. Which of the following sentences best focuses on the audience?

  a. We are very pleased to have you as our newest customer.
  b. You can help us by sending us your payment immediately.
  c. Register now to lock in your preferred travel dates.
  d. All sentences are focused on the audience rather than the sender.

 

ANSWER:   c
RATIONALE:   The sentence Register now to lock in your preferred travel dates focuses on audience benefits. The other sentences place more focus on benefits to the sender.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   p. 45
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
United States BUSPROG.ESBC.GULO.16.06.06 DISC.ESBC.GULO.16.06.06
United States BUSPROG.ESBC.GULO.16.06.07 DISC.ESBC.GULO.16.06.07
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Application

 

35. One of the best ways to develop audience benefits is to use the you view, which

  a. means that all messages are written in the active voice.
  b. dictates that all sentences be written as commands.
  c. emphasizes second-person pronouns instead of first-person pronouns.
  d. uses slang and abbreviations to personalize the message.

 

ANSWER:   c
RATIONALE:   Skilled communicators use the you view, which emphasizes second-person pronouns such as you and your instead of first-person pronouns like I, we, us, and our.
POINTS:   1
DIFFICULTY:   Easy
REFERENCES:   pp. 45-46
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Knowledge

 

36. Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the you view Jorge should use in denying Samanthas application?

  a. I have not approved your August vacation because you applied too late.
  b. We didnt receive your application early enough for the August vacation schedule.
  c. Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.
  d. The August vacation schedule was posted in May. You should have consulted it earlier.

 

ANSWER:   c
RATIONALE:   Only Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now represents effective use of the you view. It shows the benefits (September vacation) to the receiver without sounding accusatory.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   pp. 45-46
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.03 DISC.ESBC.GULO.16.01.03
United States BUSPROG.ESBC.GULO.16.06.06 DISC.ESBC.GULO.16.06.06
United States BUSPROG.ESBC.GULO.16.06.07 DISC.ESBC.GULO.16.06.07
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Application

 

37. Which of the following sentences demonstrates effective business writing?

  a. Hey, Bob. Ur proposal is rad!
  b. Your proposal demonstrates how our call center can better meet the needs of our customers.
  c. FYI, i liked your proposal :).
  d. Congrats on the proposal. You rock!

 

ANSWER:   b
RATIONALE:   The only effective sentence is Your proposal demonstrates how our call center can better meet the needs of our customers. All other answer choices demonstrate unprofessional business writing by using needless texting-style abbreviations, fragments, and poor language choice.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   pp. 46-47
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
United States BUSPROG.ESBC.GULO.16.06.06 DISC.ESBC.GULO.16.06.06
United States BUSPROG.ESBC.GULO.16.06.07 DISC.ESBC.GULO.16.06.07
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Application

 

38. Which of the following sentences demonstrates conversational business writing?

  a. Your return policy really ticks me off.
  b. I am upset about your return policy.
  c. Your return policy has provoked me to write this letter.
  d. All answer choices reflect conversational business writing.

 

ANSWER:   b
RATIONALE:   The sentence that reflects conversational business writing is I am upset about your return policy. All other answer choices demonstrate either unprofessional (ticks me off) or formal language (provoked).
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   pp. 46-47
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
United States BUSPROG.ESBC.GULO.16.06.06 DISC.ESBC.GULO.16.06.06
United States BUSPROG.ESBC.GULO.16.06.07 DISC.ESBC.GULO.16.06.07
TOPICS:   Using Expert Writing Technqiues to Adapt to Your Audience
KEYWORDS:   Blooms: Application

 

39. Which of the following sentences demonstrates effective business writing?

  a. As per your request, enclosed is our latest catalog.
  b. Enclosed is our latest catalog.
  c. The latest catalog is contained under separate cover.
  d. Pertaining to your request, our latest catalog is enclosed.

 

ANSWER:   b
RATIONALE:   The only effective sentence is Enclosed is our latest catalog. All other answer choices demonstrate business writing that is overly formal.
POINTS:   1
DIFFICULTY:   Moderate
REFERENCES:   pp. 46-47
LEARNING OBJECTIVES:   ESBC.GULO.16.02.04 02.04
NATIONAL STANDARDS:   United States BUSPROG.ESBC.GULO.16.01.06 DISC.ESBC.GULO.16.01.06
United States BUSPROG.ESBC.GULO.16.06.06 DISC.ESBC.GULO.16.06.06
United States BUSPROG.ESBC.GULO.16.06.07 DISC.ESBC.GULO.16.06.07
TOPICS:   Using Expert Writing Techniques to Adapt to Your Audience
KEYWORDS:   Blooms: Application

 

40. Marketing Director Schultz must inform the board of directors that customers are not responding positively to the companys new advertising campaign. Which of the following sentences would be the most appropriate wording for the marketing director to use in her message to the board of directors?

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