BUSN 325

Adopting the​ "you" attitude, that​ is, speaking and writing in terms of your​ audience's wishes,​ interests, hopes, and​ preferences, involves using which of the following​ terms?

A. Ours
B. Mine
C. Yours
D. Me
E. I

C. Yours

Which of the following statements reflects good​ etiquette?

A. You've been holding up our presentation by not giving us the information we​ requested!
B. We have to issue a refund since you violated company policy.
C. Once​ again, you've managed to lower profits through your poor sales skills.
D. Let's review the last bylaws rewrite to explore ways to improve the process.
E. You failed to complete the​ client's proposal on time.

D. Let's review the last bylaws rewrite to explore ways to improve the process.

Which of the following statements is an example of overcoming bias in​ language?

A. The woman doctor displayed excellent bedside manners.
B. Nakisia Dale has been promoted to Director of Operations.
C. Dionne​ Nedderman, 49, has just joined our legal department.
D. The average CEO spends much of his time traveling.
E. The stewardess did a great job taking care of the passengers.

B. Nakisia Dale has been promoted to Director of Operations.

​__________ may be used to express your thoughts in milder terms and to avoid negative or unfriendly connotations.

A. Metaphors
B. Similes
C. Antonyms
D. Jargon
E. Euphemisms

E. Euphemisms

The term used to describe a measure of your believability based on how reliable you are and how much trust you evoke in others is referred to as​ ______________.

A. sincerity
B. objectivity
C. positivity
D. creditworthiness
E. credibility

E. credibility

Showing that you can distance yourself from emotional situations and look at all sides of an issue displays​ ________________.

A. detachment
B. integrity
C. objectivity
D. sincerity
E. honesty

C. objectivity

The choices you make to express​ yourself, including the words you​ select, the manner in which you use those words in​ sentences, and the way you build paragraphs from individual sentences is referred to as your​ ____________.

A. flair
B. style
C. appearance
D. tone
E. presentation

B. style

Which of the following sentences is written in passive​ voice?

A. The tech department hired three new employees.
B. We are examining the high rate of security issues with this software.
C. Financial problems are created by this delay.
D. The marketing department is planning a big promotional event.
E. This issue creates division among our staff.

C. Financial problems are created by this delay.

The overall impression in your messages that is created by your style is referred to as your​ ___________.

A. tone
B. flair
C. presentation
D. style
E. appearance

A. tone

Which of the following describes a word that expresses a​ concept, quality, or​ characteristic?

A. Tangible word
B. Concrete word
C. Theoretical word
D. Speculative word
E. Abstract word

E. Abstract word

Which of the following describes a word that stands for something you can​ touch, see, or​ visualize?

A. Concrete word
B. Abstract word
C. Theoretical word
D. Intangible word
E. Speculative word

A. Concrete word

The specialized language of a particular profession or industry is referred to as​ __________________.

A. jargon
B. precise words
C. clichés
D. familiar words
E. fluency

A. jargon

Which of the following describes newly coined terms often associated with​ technology, business, or cultural​ changes?

A. Buzzwords
B. Jargon
C. Familiar word
D. Clichés
E. Precise word

A. Buzzwords

A sentence that has one main clause​ (a single subject and a single​ predicate) is referred to as a​ ____________________ sentence.

A. simple complex
B. complex
C. compound
D. compound complex
E. simple

E. simple

A sentence that has two main clauses that express two or more independent but related thoughts of equal importance is referred to as a​ ______________ sentence.

A. simple complex
B. compound
C. simple
D. complex
E. compound complex

B. compound

A​ ______________ sentence expresses one main thought​ (the independent​ clause) and one or more​ subordinate, related thoughts​ (dependent clauses that cannot stand alone as valid​ sentences). Independent and dependent clauses are usually separated by a comma.

A. compound
B. simple
C. simple complex
D. compound complex
E. complex

E. complex

A sentence that has two main​ clauses, at least one of which contains a subordinate clause is referred to as a​ ______________ sentence.

A. simple complex
B. simple
C. compound
D. complex
E. compound complex

E. compound complex

A paragraph that presents ideas in a logically connected way is referred to as a​ ____________ paragraph.

A. complex
B. coherent
C. complete
D. serial
E. unified

B. coherent

A paragraph that focuses on a single subject is referred to as a​ ___________ paragraph.

A. coherent
B. cohesive
C. complete
D. unified
E. serial

D. unified

The sentence that introduces the​ paragraph's main subject is referred to as the​ _____________ sentence.

A. opening
B. main
C. support
D. topic
E. heading

D. topic

The sentences that​ explain, justify, or extend the topic sentence are referred to as the​ _____________ sentences.

A. closing
B. title
C. main
D. opening
E. support

E. support

Which of the following is a way to establish transitions within a​ document?

A. Use a pronoun that refers to a noun used previously.
B. Do not echo a word or phrase from a previous paragraph or sentence.
C. Use words that are not connected.
D. Use words that are not frequently paired.
E. Use a noun that refers to a pronoun used previously.

A. Use a pronoun that refers to a noun used previously.

Giving examples that demonstrate the general idea is considered using the​ ______________ technique for developing a paragraph.

A. classification
B. cause and effect
C. problem and solution
D. comparison or contrast
E. illustration

E. illustration

Focusing on the reasons for something is considered using the​ ______________ technique for developing a paragraph.

A. illustration
B. cause and effect
C. problem and solution
D. classification
E. comparison or contrast

B. cause and effect

Which of the following is a technique used to make mobile messages more​ effective?

A. Write longer and​ less-focused messages and documents
B. Use longer paragraphs
C. Use longer subject lines and headings
D. Use a nonlinear organization
E. Prioritize information

E. Prioritize information

Which of the following tips should you consider when creating social media​ content?

A. Use formal language.
B. Remember that social media is used for sales pitches.
C. Create​ concise, specific, and informative headlines.
D. Make sure to promote your products directly.
E. Create general headlines.

C. Create​ concise, specific, and informative headlines.

Facebook is an example of a​ ________________.

A. public, general-purpose network
B. ​public, specialized network
C. private, specialized network
D. private network
E. private, general-purpose network

A. public, general-purpose network

A community of interest that forms around a specific product is referred to as a​ ___________ community.

A. target
B. product
C. host
D. brand
E. company

D. brand

Using social networks and other social media tools to give customers a more convenient way to get help from the company and to help each other is referred to as​ _______________.

A. connecting with sales prospects
B. social customer service
C. sentiment analysis
D. understanding target markets
E. recruiting employees and business partners

B. social customer service

Which of the following is a research technique in which companies track social networks and other media with automated​ language-analysis software that tries to take the pulse of public opinion and identify influential opinion​ makers?

A. sentiment analysis
B. recruiting employees and business partners
C. understanding target markets
D. connecting with sales prospects
E. social customer service

A. sentiment analysis

The practice of providing free information that is valuable to community members but that also helps a company build closer ties with current and potential customers is referred to as​ ________________ marketing.

A. trade group
B. indirect
C. direct
D. content
E. consume

D. content

Members can use​ __________ to endorse each other based on current or past business relationships to help eliminate the uncertainty of initiating business relationships with strangers

A. YouTube
B. crowdspeaking
C. cold calling
D. LinkedIn
E. Twitter

D. LinkedIn

Which of the following is considered to be a curation​ tool?

A. Pinterest
B. Yelp
C. Facebook
D. Flickr
E. YouTube

A. Pinterest

In the narrowest​ sense, a(n)​ __________________ manager is the social media interface between a company and its external stakeholders.

A. external
B. online
C. operations
D. business
E. community

E. community

Online journals that are easier to personalize and update than conventional websites are referred to as​ ____________.

A. wikis
B. podcasting
C. blogs
D. social networks
E. website content

C. blogs

Mina is using a blog to provide​ up-to-the minute information concerning a rumor about the sale of the company that has shareholders concerned. Mina is using the blog for​ _______________.

A. anchoring the social media presence
B. market research
C. customer support
D. project management and team communication
E. crisis communication

E. crisis communication

Jabari is using the company blog to solicit feedback from customers and experts in the marketplace. Jabari is using the blog for​ ________________.

A. market research
B. project management and team communication
C. crisis communication
D. customer support
E. anchoring the social media presence

A. market research

Jim is designing a blog that will act as a central hub for the multiple threads of his​ company's social media program. Jim is designing the blog for​ ______________.

A. market research
B. crisis communication
C. customer support
D. anchoring the social media presence
E. project management and team communication

D. anchoring the social media presence

Gloria is designing a blog that will respond to customer​ questions, offer tips and​ advice, and inform customers about new products. Gloria is designing the blog for​ ________________.

A. project management and team communication
B. anchoring the social media presence
C. customer support
D. crisis communication
E. market research

C. customer support

Emma is designing a blog that will keep employees informed about general business​ matters, from facility news to benefit updates. Emma is designing the blog for​ _______________.

A. crisis communication
B. customer support
C. market research
D. project management and team communication
E. internal company news

E. internal company news

Aiden is designing a blog that will allow many company employees and executives to share company news with both the general public and journalists via their blogs. Aiden is designing the blog for​ ________________.

A. internal company news
B. crisis communication
C. project management and team communication
D. market research
E. public relations and media relations

E. public relations and media relations

Adam is designing a blog that will offer a way for people to toss around ideas and build on each​ other's' contributions. Adam is designing the blog for​ _______________.

A. project management and team communication
B. crisis communication
C. internal company news
D. brainstorming
E. market research

D. brainstorming

Leo is designing a blog that will enhance communication across all levels of a​ company, giving senior managers a channel to communicate with employees and giving employees the chance to offer comments and ask questions. Leo is designing the blog for​ _______________.

A.crisis communication
B.market research
C. internal company news
D. employee engagement
E. project management and team communication

D. employee engagement

Ethan is designing a blog that will help current and potential customers understand and use his​ company's products and services. Ethan is designing the blog for​ ______________.

A. project management and team communication
B. internal company news
C. customer education
D. crisis communication
E. market research

C. customer education

Troy is designing a blog that will help connect people with similar interests. Troy is designing the blog for​ _____________.

A. project management and team communication
B. internal company news
C. community building
D. market research
E. crisis communication

C. community building

Raven is designing a blog that will provide a public forum for discussing​ legislation, regulations, and other broad issues of interest to her organization.

A. crisis communication
B. project management and team communication
C. market research
D. internal company news
E. policy and issue discussions

E. policy and issue discussions

Christy is designing a blog that will let potential employees know more about her​ company, the people who work​ there, and the nature of the company culture. Christy is designing the blog for​ _______________.

A. crisis communication
B. recruiting
C. internal company news
D. project management and team communication
E. market research

B. recruiting

A variation on blogging in which messages are sharply restricted to specific character counts is referred to as a​ _______________.

A. mini blog
B. small blog
C. microblog
D. partial blog
E. tiny blog

C. microblog

Tweets about​ ________ are considered the least valuable by Twitter followers.

A. surprises
B. entertainment
C. complaints
D. information
E. advice

C. complaints

Which of the following actions will help you become a valuable wiki​ contributor?

A. Take advantage of the sandbox.
B. Post as much information as possible to appear well informed.
C.Insert comments and questions in the main content.
D.Ignore criticism so that you do not have to respond.
E. Seek individual recognition and control.

A. Take advantage of the sandbox.

Which of the following are used to help readers move from one section of a report to the​ next, and among key points within​ sections?

A. Preview sections
B. Headings
C. Links
D. Review sections
E. Transitions

E. Transitions

Important topics are introduced by​ ________, which help readers prepare for new​ information; they are especially useful when the information is​ complex, unexpected, or unfamiliar.

A. Headings
B. Links
C. Review sections
D. Transitions
E. Preview sections

E. Preview sections

​___________________ follow a section of​ content, summarizing the material just covered.

A. Review sections
B. Headings
C. Transitions
D. Links
E. Preview sections

A. Review sections

When adapting to your​ audience, which of the following is true regarding style and​ tone?

A. If you know your readers reasonably well and your report is likely to meet with their​ approval, you can adopt a formal tonelong dashprovided that doing so is acceptable in the situation and in your​ company's culture.
B. A less formal tone is usually appropriate for longer​ reports, especially those that deal with controversial or complex information.
C. When you use a personal​ style, you impose a controlled distance between you and your readers.
D. To make your tone more​ formal, refer to readers as​ you, and refer to yourself as I.
E. Use a more formal tone when your report will be sent to other parts of the organization or to​ outsiders, such as​ customers, suppliers, or members of the community.

E. Use a more formal tone when your report will be sent to other parts of the organization or to​ outsiders, such as​ customers, suppliers, or members of the community.

Will is preparing a report and he wants to make sure that his audience makes an informed decision. He wants to make sure that he tells his readers all that they need to knowlong dashno ​more, no lesslong dashand present the information in a way that is geared to their needs. Will is making sure that his content is​ ________________.

A. documented properly
B. balanced
C. complete
D. accurate
E. lengthy

C. complete

Mia is preparing a report and she wants to make sure that she is presenting all sides of the issue fairly and equitably. Mia is making sure that her content is​ ________________.

A. lengthy
B. accurate
C. complete
D. balanced
E. documented properly

D. balanced

Miriam is preparing a report and she wants to make sure that her sentences are uncluttered and contain​ well-chosen words. Miriam is making sure that her content is​ ________________.

A. clear and logical
B. complete
C. documented properly
D. balanced
E. accurate

A. clear and logical

Which of the following content elements should be covered in the introduction of a​ report?

A. methods and approaches
B. procedures
C. scope
D. mfacts, statistical​ evidence, and trends
E. explanations

C. scope

Which of the following content elements should be covered in the body of a​ report?

A. limitations
B. report organization
C. analysis of action
D. definitions
E. background

C. analysis of action

Which of the following content elements should be covered in the close of a​ report?

A. definitions
B. limitations
C. motivating action
D. report organization
E. background

C. motivating action

When using the direct approach​ (except for short​ reports), which of the following content elements should be covered in the close of a​ report?

A. background
B. limitations
C. summarization of key points
D. report organization
E. definitions

C. summarization of key points

When using the indirect approach which of the following content elements should be covered in the close of the​ report, (if you​ haven't done so at the end of the body of the​ report)?

A. background
B. presentation of conclusion and recommendations
C. report organization
D. definitions
E. limitations

B. presentation of conclusion and recommendations

Coleman is establishing the​ context, identifying the​ subject, and establishing the tone and the reader relationship. Coleman is working on the​ _____________ of his​ __________________.

A. body; report
B. close; report
C. ​body; proposal
D. close; proposal
E. ​introduction; report

E. ​introduction; report

Pablo is presenting relevant information and supporting his recommendations or conclusions. Pablo is working on the​ _____________ of his​
__________________.

A. body; report
B. ​introduction; report
C. introduction; proposal
D. close; proposal
E. close; report

A. body; report

Marta is spelling out exactly what should happen next and providing a schedule with specific task assignments. Marta is working on the​ _____________ of her​ __________________.

A. introduction; report
B. ​introduction; proposal
C. body; report
D. close; proposal
E. ​close; report

E. ​close; report

Which of the following content elements should be covered in the introduction of a​ proposal?

A. work plan
B. costs
C. solution
D. statement of qualifications
E. facts and evidence to support your conclusions

C. solution

Which of the following content elements should be covered in the body of a​ proposal?

A. scope
B. report organization
C. work plan
D. solution
E. background or statement of the problem

C. work plan

Which of the following content elements should be covered in the close of a​ proposal?

A. solution
B. report organization
C. background or statement of the problem
D. review of argument
E. scope

D. review of argument

Kyle is identifying the problem that he intends to solve. Kyle is working on the​ _____________ of his​ __________________.
A. close; proposal
B. body; report
C. introduction; proposal
D. close; report
E. body; proposal

C. introduction; proposal

Ji is summarizing key points and emphasizing the benefits and advantages of her proposed solution. Ji is working on the​ _____________ of her​ __________________.

A. close; proposal
B. ​introduction; report
C. introduction; proposal
D. body; proposal
E. body; report

A. close; proposal

Zara is describing her​ organization's experience,​ personnel, and facilitieslong dashrelating it all to​ readers' needs. Zara is working on the​ _____________ of her​ __________________.

A. introduction; report
B. body; proposal
C. introduction; proposal
D. close; report
E. close; proposal

B. body; proposal

A fully developed​ "mini" version of the report is referred to as​ a(n) _________________.

A. draft
B. synopsis
C. executive summary
D. outline
E. abstract

C. executive summary

What is the correct order of the four tasks you need to complete after you have finished your first​ draft?

A. distribute, proofread,​ revise, and produce
B. revise, produce,​ proofread, and distribute
C. revise, proofread,​ produce, and distribute
D. produce, revise,​ proofread, and distribute
E. proofread, produce,​ distribute, and revise

B. revise, produce,​ proofread, and distribute

A plain sheet of paper that has only the title of the report on it is referred to as the​ __________________________.

A. table of contents
B. letter of transmittal
C. title page
D. title fly
E. letter of authorization

D. title fly

When creating a Request for Proposal​ (RFP), the​ __________ section should contain everything you expect from potential vendors.

A. requirements
B. proposal requirements
C. project description
D. submission requirements
E. decision criteria

A. requirements

After you get a general sense of your subject​ area, create​ a(n) _____________________ that outlines the problem or purpose of your research. This can be the decision you need to make or the conclusion you need to reach at the end of the process.

A. statement of purpose
B. theory
C. problem statement
D. issue statement
E. hypothesis

C. problem statement

Research that has previously been conducted for another purpose is referred to as​ _______________ research.

A. primary
B. original
C. sponsored
D. third-party
E. secondary

E. secondary

Chante is conducting research and she is determining if the source of her information is established and has a reputation for accuracy. Which question regarding research material is she trying to​ answer?

A. Is the author​ credible?
B. Is the source potentially​ biased?
C. Where did the source get its​ information?
D. Can the material be verified​ independently?
E. Does the source have a reputation for honesty and​ reliability?

E. Does the source have a reputation for honesty and​ reliability?

Eusun is conducting research and he is determining the source of the information. He is particularly concerned since the information consists mainly of​ projections, interpretations, and estimates. Which question regarding research material is Eusun most concerned​ with?

A. Is the author​ credible?
B. Where did the source get its​ information?
C. Is the source potentially​ biased?
D. Can the material be verified​ independently?
E. Does the source have a reputation for honesty and​ reliability?

D. Can the material be verified​ independently?

The most familiar search tools are​ ____________.

A. Online databases
B. Metasearch engines
C. General-purpose search engines
D. Web directories
E. The Open Directory Project

C. General-purpose search engines

Which of the following help address the challenge of the hidden Internet by offering access to​ newspapers, magazines,​ journals, electronic copies of​ books, and other resources often not available with standard search​ engines?

A. Web directories
B. The Open Directory Project
C. General-purpose search engines
D. Online databases
E. Metasearch engines

D. Online databases

Which of the following help overcome the differences among search engines by formatting your search request for multiple search​ engines, making it easy to find a broader range of​ results?

A. Online databases
B. Web directories
C. The Open Directory Project
D. ​General-purpose search engines
E. Metasearch engines

E. Metasearch engines

Which of the following use human editors to categorize and evaluate​ websites?

A. General-purpose search engines
B. Online databases
C. Metasearch engines
D. Boolean searches
E. Web directories

E. Web directories

LiveBinders is an example of​ a(n) _______________.

A. curation site
B. bookmarking site
C. desktop search engine
D. research and content manager
E. enterprise search engine

D. research and content manager

It makes sense to start with​ ____________________ research because it can save you considerable time and​ money, although you may have to pay to see someone​ else's results.

A. sponsored
B. original
C. objective
D. primary
E. secondary

E. secondary

Which of the following is an example of a secondary research​ resource?

A. Focus group held for current project
B. Online periodicals searched for current project
C. Observation done for current project
D. Survey conducted for current project
E. Interview completed for current project

B. Online periodicals searched for current project

Many organizations have​ a(n) __________ that acts as a repository of research results created for other projects.

A. knowledge management system
B. abstract management system
C. database management system
D. project housing system
E. information database

A. knowledge management system

According to the​ ___________________ doctrine, you can use other​ people's work only as long as you​ don't unfairly prevent them from benefiting as a result.

A. fair use
B. copyright rule
C. common rule
D. common law
E. common use

A. fair use

Research that involves the collection of new data through​ surveys, interviews,​ observations, experiments, and other techniques is referred to as​ ___________ research.

A. third-party
B. sponsored
C. secondary
D. primary
E. objective

D. primary

If secondary research​ can't provide the information and insights you​ need, you may need to gather the information yourself with​ ______________ research.

A. secondary
B. sponsored
C. third-party
D. objective
E. primary

E. primary

​________ are among the most common types of primary research for business writing.

A. Interviews
B. Directories
C. Government publications
D. Business books
E. Databases

A. Interviews

A survey is considered to be​ ________ if it would produce identical results if repeated under similar conditions.

A. reliable
B. subjective
C. objective
D. conclusive
E. valid

A. reliable

A survey is considered to be​ ___________ if it measures what it is supposed to measure.

A. specific
B. conclusive
C. reliable
D. valid
E. subjective

D. valid

____________ questions elicit a specific​ answer, such as yes or no.

A. Specific
B. Opinion
C. Closed
D.​ Open-ended
E. Informational

C. Closed

​____________ questions solicit​ opinions, insights, and information.

A. Specific
B. ​Open-ended
C. Binary
D. Dual
E. Closed

B. ​Open-ended

When you reproduce content exactly as you found​ it, citing the source of the​ material, you are​ _____________.

A. quoting
B. mentioning
C. rewording
D. paraphrasing
E. summarizing

A. quoting

The​ _____________ is the sum of all the items in the​ group, divided by the number of items in that group.

A. mean
B. trend
C. median
D. mode
E. correlation

A. mean

The number that appears more frequently than any other in a set of numbers is the​ ________.

A. mode
B. trend
C. mean
D.correlation
E. median

A. mode

The simultaneous change in two​ variables, for​ instance, units sold increasing as product reliability​ increases, is called​ ________.

A. correlation
B. trend
C. median
D. mean
E. mode

A. correlation

The logical interpretation of facts in a report is called​ a(n) __________.

A. observation
B. conclusion
C. recommendation
D. ending
E. summary

B. conclusion

Which of the following is true regarding routine​ requests?

A. Be general when making a routine request.
B. Routine requests should demand action.
C. In most​ cases, your audience will not be prepared to comply with your request.
D. Much of the vital communication between a company and its customers is about routine matters.
E. Routine requests have many more than three parts.

D. Much of the vital communication between a company and its customers is about routine matters.

Kali is explaining her request. She is working on the​ ___________ of her message.

A. opening
B. body
C. introduction
D. close
E. conclusion

B. body

Rohana is using the direct approach and she is requesting specific action. Rohana is working on the​ _____________ of her message.

A. body
B. close
C. opening
D. first sentence
E. middle section

B. close

Ariana is including an expression of gratitude in her message. Ariana is working on the​ __________ of her message.

A. first sentence
B. body
C. middle section
D. opening
E. close

E. close

Traci is using the opening of her message to trigger the​ reader's memory of the relationship they​ had, the dates of their​ association, and any special events or accomplishments that might bring a clear and favorable picture of her to mind. Traci is​ ___________________________________.

A. making a claim
B. requesting a letter of recommendation
C. filing a complaint
D. requesting an adjustment
E. issuing a grievance

B. requesting a letter of recommendation

Amar is sending a formal complaint to a company because the product he purchased is faulty and he is not satisfied. Amar is​ ________________________.

A. issuing a grievance.
B. requesting a letter of recommendation
C. making a claim
D. requesting an adjustment
E. filing a grievance

C. making a claim

Jeremy is requesting a settlement of a claim. Jeremy is​ ______________________.

A. issuing a grievance.
B. requesting a letter of recommendation
C. writing a letter of recommendation
D. filing a complaint
E. requesting an adjustment

E. requesting an adjustment

Antonio is writing a request for a letter of recommendation. He is clearly stating why the recommendation is required. Which part of the message is Antonio working​ on?

A. appendix
B. body
C. close
D. last sentence
E. opening

E. opening

Liam is writing a request for a letter of recommendation. Liam is expressing his appreciation for the letter and including the full name and address of the person to whom the letter should be sent. Which part of the message is Liam working​ on?

A. first sentence
B. close
C. opening
D. salutation
E. body

B. close

Jin is requesting an adjustment. She is providing a​ complete, specific explanation of the details of the problem. Which part of the message is Jin working​ on?

A. body
B. salutation
C. close
D. opening
E. opening sentence

A. body

Jackie is requesting an adjustment. She is politely requesting specific action that needs to be taken. Jackie is working on the​ ____________ of her message.

A. body
B. close
C. opening
D. appendix
E. first sentence

B. close

When sending routine replies and positive messages you should use the​ __________ approach.

A. informal
B. direct
C. specific
D. indirect
E. targeted

B. direct

When sending routine replies and positive messages you should place your main idea in the​ _____________of the message.

A. last sentence
B. opening
C. body
D. salutation
E. close

B. opening

When sending routine replies and positive messages you should explain all the relevant details idea in the​ _____________ of the message.

A. body
B. first sentence
C. close
D. opening
E. last sentence

A. body

Highlighting a benefit to the reader should be done in the​ _________ of the message.

A. body
B. opening
C. post script
D. salutation
E. close

E. close

If a request for information or action is a simple yes or some other straightforward​ information, the​ __________ approach is appropriate.

A. informal
B. direct
C. indirect
D. specific
E. targeted

B. direct

Anya is composing a message that includes information regarding the nature of her relationship with a former employee. What type of message is she​ writing?

A. Granting a claim
B. Responding to a routine request
C. Responding to a request for an adjustment
D. Preparing a goodwill message
E. Responding to a request for a recommendation

E. Responding to a request for a recommendation

Caleb is preparing a message that sympathizes with the​ customer's frustration. Caleb is​ _______________________________.

A. responding to a request for an adjustment
B. responding to a routine request.
C. preparing a goodwill message
D. responding to a request for a recommendation
E. preparing a routine informational message

A. responding to a request for an adjustment

Greg is preparing a message about a project update. Greg is​ __________________________.

A. filing a claim
B. preparing a routine informational message
C. responding to a request for a recommendation
D. responding to a request for an adjustment
E. preparing a goodwill message

B. preparing a routine informational message

When announcing good​ news, you should use the​ __________ approach.

A. specific
B. informal
C. targeted
D. indirect
E. direct

E. direct

A press release is also known as a​ _________ release.

A. newspaper
B. television
C. publicity
D. public
E. news

E. news

A brief personal message written to comfort someone after the death of a loved one is referred to as​ a(n) ____________ letter.

A. reference
B. condolence
C. adjustment
D. recommendation
E. referral

B. condolence

When writing a letter of​ condolence, you should​ __________________________.

A. include trite sayings that you may have heard or read
B. always use a digital format
C. keep it​ short, simple, and sincere
D. wait awhile to send the​ letter, allowing sufficient time for the grieving process
E. offer life advice

C. keep it​ short, simple, and sincere

Isaac is sending a message to an employee that recently got married. Isaac is sending a message of​ __________________________.

A. congratulations
B. good news
C. reference
D. condolence
E. appreciation

A. congratulations

A specialized document used to share relevant information with the media is known as a​ __________ release.

A. public
B. press
C. television
D. publicity
E. newspaper

B. press

Which of the following is an example of negative​ phrasing?

A. We acknowledge that our service did not meet your expectations.
B. The report you wrote​ doesn't make any sense.
C. Please clarify your comment.
D. We appreciate your taking the time to share your concerns about your dining experience.
E.
= The product will be delivered next month.

B. The report you wrote​ doesn't make any sense.

Which of the following is an example of positive​ phrasing?

A. The information on this statement is completely wrong.
B. Please confirm the receipt of the bill and remit payment.
C. Because you ignored our first two​ warnings, we are closing your account.
D. Obviously you are very unhappy.
E. Your camera cannot be repaired but it is your​ fault, not ours.

B. Please confirm the receipt of the bill and remit payment.

Experts advise that bad news for employees should be delivered​ __________ whenever possible.

A. via certified mail
B. via email
C. in person
D. through digital media
E. by courier

C. in person

If the bad news might come as a​ shock, it is best to use the​ ______________ approach.

A. targeted
B. specific
C. informal
D. direct
E. indirect

E. indirect

If the situation is an​ emergency, or if someone has ignored repeated​ messages, the​ ___________ approach can help you get attention quickly.

A. specific
B. targeted
C. direct
D. indirect
E. informal

C. direct

For minor or routine​ scenarios, the​ ___________ approach is nearly always best.

A. informal
B. indirect
C. specific
D. direct
E. targeted

D. direct

The​ ______________ approach is fine for many business situations in which people understand the possibility of receiving bad news.

A. direct
B. targeted
C. indirect
D. informal
E. specific

A. direct

Vera is composing a negative message by opening with the bad news. Vera is using the​ _______________ approach.

A. informal
B. indirect
C. specific
D. targeted
E. direct

E. direct

Tino is composing a negative message by opening with a buffer. Tino is using the​ _______________ approach.

A. indirect
B. specific
C. informal
D. direct
E. targeted

A. indirect

Which of the following actions is best when offering a choice between alternatives or asking the reader to take some​ action?

A. Avoid an uncertain conclusion.
B. Suggest the possibility of a positive outcome even if you​ don't have that insight.
C. Always leave the situation open for future correspondence on the situation.
D. Leave the situation open for the reader to make a conclusion.
E. Pretend that the negative news​ didn't happen or that it​ won't affect the reader.

A. Avoid an uncertain conclusion.

The​ ____________ approach helps readers prepare for the bad news by presenting the reasons for it first.

A. informal
B. specific
C. direct
D. targeted
E. indirect

E. indirect

A​ neutral, noncontroversial statement that is closely related to the point of the message but​ doesn't convey the bad news is referred to as​ a(n) _____________.

A. fact
B. buffer
C. conviction
D. opinion
E. belief

B. buffer

A poorly written buffer can​ ________________.

A. assure the reader of your attention to the request
B. trivialize the​ reader's concerns
C. indicate your understanding of the​ reader's needs
D. establish common ground with your reader
E. be relevant and sincere

B. trivialize the​ reader's concerns

Employees who express concerns of unethical or illegal behavior within their companies to outside​ authorities, after attempting to go through normal channels at​ work, are known as​ __________.

A. moles
B. whistle-blowers
C. defendants
D. informants
E. spies

B. whistle-blowers

The​ ____________ approach works best for most routine negative responses.

A. direct
B. specific
C. indirect
D. informal
E. targeted

A. direct

The​ ____________ approach works best when the stakes are high for you or for the​ receiver, when you or your company has an established relationship with the person making the​ request, or when​ you're forced to decline a request that you might have accepted in the past.

A. direct
B. indirect
C. informal
D. specific
E. targeted

B. indirect

Customers who make a claim or request an adjustment tend to be emotionally​ involved, so the​ ___________ approach is usually the better choice when you are denying such a request.

A. direct
B. indirect
C. targeted
D. informal
E. specific

B. indirect

Which of the following would be considered to be a routine negative​ announcement?

A. A loss of a major contract
B. A disclosure of a toxic chemical spill
C. A closing of a major production facility
D. A change in lunchtime hours
E. A closing of a major division

D. A change in lunchtime hours

Which of the following is recommended when making negative​ announcements?

A. ​Don't give each audience time to react
B. Always use the direct approach
C. Try to put a positive spin on bad news
D. When​ necessary, seek expert advice
E. Respond as quickly as​ possible, even if you are not fully prepared to respond to questions

D. When​ necessary, seek expert advice

Kenya makes sure that her company uses available technologies to listen to what people are saying. Which strategy is Kenya using to respond to negative​ criticism?

A. Ignore negative feedback
B. Evaluate negative messages
C. Respond appropriately
D. Engage​ early, engage often
E. Monitor the conversation

E. Monitor the conversation

Sang makes sure that her company has an​ active, mutually beneficial relationship with customers and other interested parties so that they are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur. Which strategy is Sang using to respond to negative​ criticism?

A. Evaluate negative messages
B. Monitor the conversation
C. Engage​ early, engage often
D. Respond appropriately
E. Ignore negative feedback

C. Engage​ early, engage often

The key to successful communication efforts during an emergency is having​ a(n) ________________ management plan.

A. direct approach
B. nondisclosure
C. succession
D. indirect approach
E. crisis

E. crisis

It is usually advised to take the​ _____________ approach when you have to convey bad news to individual employees or potential employees.

A. indirect
B. direct
C. specific
D. informal
E. targeted

A. indirect

When sending refusals to other employers who have requested information about a former employee of​ yours, your message can be brief and​ ____________.

A. targeted
B. direct
C. specific
D. indirect
E. informal

B. direct

Which of the following is recommended when rejecting a job​ applicant?

A. Close with a courteous expression of appreciation for having applied.
B. As a​ courtesy, explain why the person was rejected for the position.
C. State or imply that the application will be reviewed at a later date to cushion the blow.
D. Convey the negative news politely and concisely.
E. Use​ "Dear Applicant" so that the applicant is not personally offended.

D. Convey the negative news politely and concisely.

The attempt to change an​ audience's attitudes, beliefs or actions is referred to as​ ________________.

A. coaxing
B. persuasion
C. logic
D. motivation
E. encouragement

B. persuasion

The​ age, gender,​ occupation, income,​ education, and other quantifiable characteristics of the people​ you're trying to persuade are referred to as​ _______________.

A. demographics
B. psychology
C. lifestyle
D. attitudes
E. personality

A. demographics

The combination of forces that drive people to satisfy their needs is referred to as​ _______________.

A. inspiration
B. drive
C. ambition
D. determination
E. motivation

E. motivation

Most persuasive messages use the​ _______________ approach.

A. formal
B. direct
C. targeted
D. indirect
E. informal

D. indirect

If you are a highly regarded technical expert with years of​ experience, you might use the​ _____________ approach in a persuasive message to top executives.

A. direct
B. indirect
C. targeted
D. informal
E. formal

A. direct

If you​ aren't well known and therefore need to rely more on the strength of your message than the power of your​ reputation, the​ _________ approach will probably be more successful.

A. formal
B. direct
C. targeted
D. indirect
E. informal

D. indirect

Which of the following techniques is recommended for composing a successful persuasive​ message?

A. Provide subjective evidence for the claims and promises you make.
B. Use complicated language to impress your audience.
C. Be subjective and present fair and logical arguments.
D. Display your willingness to keep your​ audience's best interests at heart.
E. Do not hesitate to use​ "hard sell" tactics to convince a skeptical audience.

D. Display your willingness to keep your​ audience's best interests at heart.

The AIDA model is​ tailor-made for the​ ___________ approach.

A. formal
B. informal
C. direct
D. targeted
E. indirect

E. indirect

​A(n) ______________appeal draws on feelings or audience sympathies rather than on​ facts, figures, and rational arguments.

A. rational
B. emotional
C. direct
D. targeted
E. indirect

B. emotional

A(n) _____________________ appeal calls on reasoning and evidence.

A. emotional
B. aspirational
C. logical
D. sentimental
E. passionate

C. logical

To persuade your boss to hire additional customer support​ staff, you might point to industry surveys that show how crucial customer satisfaction is to corporate profits. This is an example of​ _________________ reasoning.

A. rational
B. deductive
C. empirical
D. inductive
E. analytical

B. deductive

To convince your team to change to a new manufacturing​ process, you could point out that every company that has adopted it has increased​ profits, so it must be a smart idea. This is an example of​ _____________ reasoning.

A. inductive
B. rational
C. empirical
D. analytical
E. deductive

A. inductive

To convince management to add chat room capability to the​ company's groupware​ system, you could explain that it is like a neighborhood community​ center, only online. This is an example of using​ __________________ to make a logical appeal.

A. inductive reasoning
B. circular reasoning
C. deductive reasoning
D. analytical reasoning
E. analogy

E. analogy

To avoid faulty​ logic, you should follow which of these​ guidelines?

A. Avoid mistaken assumptions of cause and effect.
B. Attack your opponent to strengthen your position.
C. Use hasty generalizations.
D. Oversimplify complex issues to make them more understandable.
E. Use circular reasoning.

A. Avoid mistaken assumptions of cause and effect.

Which of the following is true regarding persuasive​ arguments?

A. One should resist compromise
B. One should assume that persuasion is a​ one-shot effort
C. One should rely solely on great arguments
D. The​ "soft sell" approach can be quite effective
E. Often a​ "hard sell" is necessary.

D. The​ "soft sell" approach can be quite effective

The bulk of your persuasive business messages will involve​ ______________.

A. claims
B. requests for adjustment
C. attempts to sway your audience with​ "hard sell" tactics.
D. requests for compliance
E. requests for action

E. requests for action

A persuasive​ ________ involves trying to change your​ audience's feelings or beliefs on a​ subject, without asking them for action at this point.

A. request for compliance
B. claims
C. request for adjustment
D. request for action
E. presentation of ideas

E. presentation of ideas

In order to be​ effective, a persuasive​ ________ should include a thorough and detailed review of the​ facts, and be written in a positive and confident tone that indicates you deserve to be satisfied with every transaction.

A. request for compliance
B. request for action
C. claim
D. presentation of ideas
E. note

C. claim

​________ messages guide possible customers through the purchasing​ process, but​ don't ask them to make an instant decision.

A. Informational
B. Marketing
C. Sales
D. Topical
E. Relevant

B. Marketing

​_________ messages encourage potential buyers to make an immediate purchase decision.

A. Topical
B. Relevant
C. Sales
D. Informational
E. Marketing

C. Sales

The most attractive features of a product are referred to as​ ____________.

A. product aspects
B. product attributes
C. product features
D. selling points
E. product benefits

D. selling points

The term used to describe what the user experiences or gains from the product is referred to as the product​ _____________.

A. attributes
B. characteristics
C. features
D. aspects
E. benefits

E. benefits

The first step in preparing successful marketing and sales messages is​ ____________________.

A. analyzing audience needs
B. determining benefits
C. anticipating purchasing objections
D. determining key selling points
E. analyzing your competition

A. analyzing audience needs

Steven is using the AIDA model for writing a conventional marketing and sales message. The final step in this process is​ ____________________.

A. following up after the sale
B. motivating action
C. increasing desire
D. building interest
E. getting the​ reader's attention

B. motivating action

A business is using the illegal tactic of​ ____________________ if it advertises a good it​ doesn't intend to sell and then tries to sell​ another, more expensive product.

A. dumping
B. implied claims
C. up-selling
D. ​bait-and-switch
E. fishing

D. ​bait-and-switch

Which of the following are online presentations that people either view live or download later from the​ web?

A. Videocasts
B. Webcasts
C. Podcasts
D. Twebinars
E. Screencasts

B. Webcasts

After analyzing the​ audience's experience, which of the following should you do to predict the​ audience's probable reaction to your​ presentation?

A. Analyze whether everybody has the same background and level of understanding.
B. Analyze what the audience expects from you.
C. Determine what the audience already knows about the subject.
D. Consider whether the audience is familiar with the vocabulary you intend to use.
E. Consider whether the audience has any biases that might work against you.

E. Consider whether the audience has any biases that might work against you.

Which of the following should you do to gauge the​ audience's experience?

A. Think about the mix of general concepts and specific details you will need to present.​ Also, analyze whether everybody has the same background and level of understanding.
B. Find out what kind of supporting information will help the audience accept and respond to your​ message: technical​ data, historical​ information, financial​ data, demonstrations,​ samples, and so on.
C. Analyze your​ audience's likely mood when you speak to them.
D. Analyze why audience members are attending the presentation.
E. Determine the​ audience's general attitude toward the​ topic: interested, moderately​ interested, unconcerned,​ open-minded, or hostil

A. Think about the mix of general concepts and specific details you will need to present.​ Also, analyze whether everybody has the same background and level of understanding.

What should you do to determine the audience size and​ composition?

A. Determine what the audience already knows about the subject
B. Think about the mix of general concepts and specific details you will need to present.
C. Analyze what the audience expects from you.
D. Analyze the mix of organizational​ positions, professions, language​ fluencies, and other demographic factors that could influence your content and delivery choices.
E. Consider whether the audience is familiar with the vocabulary you intend to use.

D. Analyze the mix of organizational​ positions, professions, language​ fluencies, and other demographic factors that could influence your content and delivery choices.

Which type of presentation is like a printed document because it is outlined like a traditional message and follows a predetermined flow from beginning to​ end?

A. Predefined
B. Predetermined
C. Visual
D. Linear
E. Nonlinear

D. Linear

A​ ___________ presentation allows the presenter the option to move back and forth between topics and up and down in terms of level of detail.

A. nonlinear
B. visual
C. predefined
D. predetermined
E. linear

A. nonlinear

The​ best-known nonlinear presentation software is​ _______________.

A. Microsoft Access
B. Microsoft Word
C. Microsoft PowerPoint
D. Prezi
E. Apple Keynote

D. Prezi

Linear presentations are best suited for which of the​ following?

A. Presentations designed to explore complex visuals.
B. Presentations that show complicated relationships between multiple ideas or elements.
C. Presentations that allow the flexibility to move from topic to topic in any order.
D. Presentations in which you want to convey your message point by point or build up to a conclusion following logical steps.
E. Presentations that have the ability to zoom in and out between the​ "big picture" and specific details.

D. Presentations in which you want to convey your message point by point or build up to a conclusion following logical steps.

The​ ___________ approach is appropriate when the subject of your presentation involves routine information or good news.

A. informal
B. direct
C. formal
D. targeted
E. indirect

B. direct

Which approach is suggested when the subject of your presentation involves negative news or​ persuasion?

A. Targeted
B. Indirect
C. Direct
D. Formal
E. Informal

B. Indirect

You should​ ________ if​ you're speaking to a large​ group, or if the event is important.

A. use a casual style to encourage audience participation
B. establish a more formal atmosphere
C. deliver your remarks in a conversational​ tone, using notes to jog your memory if necessary
D. invite your audience to interject comments
E. use simple visuals

B. establish a more formal atmosphere

Masai is developing a question intended to get his audience thinking about his message. Which part of the presentation is Masai currently​ developing?

A. introduction
B. close
C. middle section
D. summary
E. body

A. introduction

Ty is developing his presentation by ensuring that he shows how the subject is related to ideas that the audience members already understand. Which part of the presentation is Ty currently​ developing?

A. summary
B. close
C. introduction
D. body
E. visuals

D. body

Nidia is restating her main​ points, emphasizing what she wants her listeners to do and think. Which part of the presentation is she​ delivering?

A. close
B. body
C. summary
D. preview
E. introduction

A. close

​__________ is usually the best method for delivering your presentation.

A. Memorizing the entire content
B. Speaking with the help of an outline or note cards
C. Impromptu speaking
D. Playing a recording of the content
E. Reading the entire content

B. Speaking with the help of an outline or note cards

Allen has decided to modify his presentation for the online format by allowing an additional hour before he starts the presentation. What is Allen doing to ensure a successful online​ presentation?

A. Allen is keeping his presentation as simple as possible.
B. Allen is asking for frequent feedback.
C. Allen is rehearsing using the system live.
D. Allen is sending preview study materials ahead of time.
E. Allen is allowing plenty of time for everyone to get connected and familiar with the screen​ they're viewing.

E. Allen is allowing plenty of time for everyone to get connected and familiar with the screen​ they're viewing.

Jack realizes that his online presentation has all of the challenges of other​ presentations, with the additional burden of operating the presentation system while he is talking. What should Jack do to address this issue and ensure a successful online​ presentation?

A. Jack should send preview study materials ahead of time.
B. Jack should rehearse using the system live.
C. Jack should keep his presentation as simple as possible.
D. Jack should consider the viewing experience from the audience​ members' point of view.
E. Jack should ask for frequent feedback.

B. Jack should rehearse using the system live.

Kurt is preparing for an online presentation by breaking complicated slides down into multiple slides. What is Kurt doing to ensure a successful online​ presentation?

A. Kurt is sending preview study materials ahead of time.
B. Kurt is keeping his presentation as simple as possible.
C. Kurt is rehearsing using the system live.
D. Kurt is asking for frequent feedback.
E. Kurt is monitoring the backchannel.

B. Kurt is keeping his presentation as simple as possible.

Avi is preparing for an online presentation by using SlideShare. What is Avi doing to ensure a successful online​ presentation?

A. Avi is using the backchannel.
B. Avi is asking for frequent feedback.
C. Avi is keeping his presentation as simple as possible.
D. Avi is sending preview study materials ahead of time.
E. Avi is rehearsing using the system live.

D. Avi is sending preview study materials ahead of time.

The​ ________ is a social media conversation that takes place during a​ presentation, in parallel with the actual presentation.

A. backchannel
B. network
C. grapevine
D. grid
E. side channel

A. backchannel

Which of the following is a free service that helps you monitor comments from the audience by organizing tweets by hashtag and other​ variables?

A. Tweeter
B. TweetDeck
C. TweetOrganize
D. TweetAnalyze
E. TweetSort

B. TweetDeck

By scheduling​ "Twitter breaks" during your presentation so that you can review comments and respond as​ needed, you are​ ________.

A. avoiding having to monitor the backchannel while you are speaking
B. eliminating audience participation
C. disregarding social media as it relates to your presentation
D. fighting the backchannel
E. showing that you​ don't value your​ audience's feedback

A. avoiding having to monitor the backchannel while you are speaking

Kevin is explaining to his audience the guidelines under which he welcomes feedback and questions. What is Kevin​ doing?

A. Automatically tweeting key points from his presentation while he speaks
B. Establishing expectations with his audience
C. Monitoring and asking for feedback
D. Reviewing comments point by point to improve his presentation
E. Integrating social media into the presentation process

B. Establishing expectations with his audience

Mason has created a website for his presentation so that people can access relevant resources during or after the presentation. What has Mason​ done?

A. Integrated social media into the presentation process
B. Established expectations with his audience
C. Reviewed comments point by point to improve his presentation
D. Monitored and asked for feedback
E. Automatically tweeted key points from his presentation while he spoke

A. Integrated social media into the presentation process

Which of the following would Jerome do after the presentation is​ over?

A. Tweet key points from his presentation while he spoke
B. Monitor and ask for feedback
C. Review comments point by point to improve his presentation
D. Integrate social media into the presentation process
E. Establish expectations with his audience

C. Review comments point by point to improve his presentation

BUSN 325 - Subjecto.com

BUSN 325

Your page rank:

Total word count: 8846
Pages: 32

Calculate the Price

- -
275 words
Looking for Expert Opinion?
Let us have a look at your work and suggest how to improve it!
Get a Consultant

Adopting the​ "you" attitude, that​ is, speaking and writing in terms of your​ audience’s wishes,​ interests, hopes, and​ preferences, involves using which of the following​ terms?

A. Ours
B. Mine
C. Yours
D. Me
E. I

C. Yours

Which of the following statements reflects good​ etiquette?

A. You’ve been holding up our presentation by not giving us the information we​ requested!
B. We have to issue a refund since you violated company policy.
C. Once​ again, you’ve managed to lower profits through your poor sales skills.
D. Let’s review the last bylaws rewrite to explore ways to improve the process.
E. You failed to complete the​ client’s proposal on time.

D. Let’s review the last bylaws rewrite to explore ways to improve the process.

Which of the following statements is an example of overcoming bias in​ language?

A. The woman doctor displayed excellent bedside manners.
B. Nakisia Dale has been promoted to Director of Operations.
C. Dionne​ Nedderman, 49, has just joined our legal department.
D. The average CEO spends much of his time traveling.
E. The stewardess did a great job taking care of the passengers.

B. Nakisia Dale has been promoted to Director of Operations.

​__________ may be used to express your thoughts in milder terms and to avoid negative or unfriendly connotations.

A. Metaphors
B. Similes
C. Antonyms
D. Jargon
E. Euphemisms

E. Euphemisms

The term used to describe a measure of your believability based on how reliable you are and how much trust you evoke in others is referred to as​ ______________.

A. sincerity
B. objectivity
C. positivity
D. creditworthiness
E. credibility

E. credibility

Showing that you can distance yourself from emotional situations and look at all sides of an issue displays​ ________________.

A. detachment
B. integrity
C. objectivity
D. sincerity
E. honesty

C. objectivity

The choices you make to express​ yourself, including the words you​ select, the manner in which you use those words in​ sentences, and the way you build paragraphs from individual sentences is referred to as your​ ____________.

A. flair
B. style
C. appearance
D. tone
E. presentation

B. style

Which of the following sentences is written in passive​ voice?

A. The tech department hired three new employees.
B. We are examining the high rate of security issues with this software.
C. Financial problems are created by this delay.
D. The marketing department is planning a big promotional event.
E. This issue creates division among our staff.

C. Financial problems are created by this delay.

The overall impression in your messages that is created by your style is referred to as your​ ___________.

A. tone
B. flair
C. presentation
D. style
E. appearance

A. tone

Which of the following describes a word that expresses a​ concept, quality, or​ characteristic?

A. Tangible word
B. Concrete word
C. Theoretical word
D. Speculative word
E. Abstract word

E. Abstract word

Which of the following describes a word that stands for something you can​ touch, see, or​ visualize?

A. Concrete word
B. Abstract word
C. Theoretical word
D. Intangible word
E. Speculative word

A. Concrete word

The specialized language of a particular profession or industry is referred to as​ __________________.

A. jargon
B. precise words
C. clichés
D. familiar words
E. fluency

A. jargon

Which of the following describes newly coined terms often associated with​ technology, business, or cultural​ changes?

A. Buzzwords
B. Jargon
C. Familiar word
D. Clichés
E. Precise word

A. Buzzwords

A sentence that has one main clause​ (a single subject and a single​ predicate) is referred to as a​ ____________________ sentence.

A. simple complex
B. complex
C. compound
D. compound complex
E. simple

E. simple

A sentence that has two main clauses that express two or more independent but related thoughts of equal importance is referred to as a​ ______________ sentence.

A. simple complex
B. compound
C. simple
D. complex
E. compound complex

B. compound

A​ ______________ sentence expresses one main thought​ (the independent​ clause) and one or more​ subordinate, related thoughts​ (dependent clauses that cannot stand alone as valid​ sentences). Independent and dependent clauses are usually separated by a comma.

A. compound
B. simple
C. simple complex
D. compound complex
E. complex

E. complex

A sentence that has two main​ clauses, at least one of which contains a subordinate clause is referred to as a​ ______________ sentence.

A. simple complex
B. simple
C. compound
D. complex
E. compound complex

E. compound complex

A paragraph that presents ideas in a logically connected way is referred to as a​ ____________ paragraph.

A. complex
B. coherent
C. complete
D. serial
E. unified

B. coherent

A paragraph that focuses on a single subject is referred to as a​ ___________ paragraph.

A. coherent
B. cohesive
C. complete
D. unified
E. serial

D. unified

The sentence that introduces the​ paragraph’s main subject is referred to as the​ _____________ sentence.

A. opening
B. main
C. support
D. topic
E. heading

D. topic

The sentences that​ explain, justify, or extend the topic sentence are referred to as the​ _____________ sentences.

A. closing
B. title
C. main
D. opening
E. support

E. support

Which of the following is a way to establish transitions within a​ document?

A. Use a pronoun that refers to a noun used previously.
B. Do not echo a word or phrase from a previous paragraph or sentence.
C. Use words that are not connected.
D. Use words that are not frequently paired.
E. Use a noun that refers to a pronoun used previously.

A. Use a pronoun that refers to a noun used previously.

Giving examples that demonstrate the general idea is considered using the​ ______________ technique for developing a paragraph.

A. classification
B. cause and effect
C. problem and solution
D. comparison or contrast
E. illustration

E. illustration

Focusing on the reasons for something is considered using the​ ______________ technique for developing a paragraph.

A. illustration
B. cause and effect
C. problem and solution
D. classification
E. comparison or contrast

B. cause and effect

Which of the following is a technique used to make mobile messages more​ effective?

A. Write longer and​ less-focused messages and documents
B. Use longer paragraphs
C. Use longer subject lines and headings
D. Use a nonlinear organization
E. Prioritize information

E. Prioritize information

Which of the following tips should you consider when creating social media​ content?

A. Use formal language.
B. Remember that social media is used for sales pitches.
C. Create​ concise, specific, and informative headlines.
D. Make sure to promote your products directly.
E. Create general headlines.

C. Create​ concise, specific, and informative headlines.

Facebook is an example of a​ ________________.

A. public, general-purpose network
B. ​public, specialized network
C. private, specialized network
D. private network
E. private, general-purpose network

A. public, general-purpose network

A community of interest that forms around a specific product is referred to as a​ ___________ community.

A. target
B. product
C. host
D. brand
E. company

D. brand

Using social networks and other social media tools to give customers a more convenient way to get help from the company and to help each other is referred to as​ _______________.

A. connecting with sales prospects
B. social customer service
C. sentiment analysis
D. understanding target markets
E. recruiting employees and business partners

B. social customer service

Which of the following is a research technique in which companies track social networks and other media with automated​ language-analysis software that tries to take the pulse of public opinion and identify influential opinion​ makers?

A. sentiment analysis
B. recruiting employees and business partners
C. understanding target markets
D. connecting with sales prospects
E. social customer service

A. sentiment analysis

The practice of providing free information that is valuable to community members but that also helps a company build closer ties with current and potential customers is referred to as​ ________________ marketing.

A. trade group
B. indirect
C. direct
D. content
E. consume

D. content

Members can use​ __________ to endorse each other based on current or past business relationships to help eliminate the uncertainty of initiating business relationships with strangers

A. YouTube
B. crowdspeaking
C. cold calling
D. LinkedIn
E. Twitter

D. LinkedIn

Which of the following is considered to be a curation​ tool?

A. Pinterest
B. Yelp
C. Facebook
D. Flickr
E. YouTube

A. Pinterest

In the narrowest​ sense, a(n)​ __________________ manager is the social media interface between a company and its external stakeholders.

A. external
B. online
C. operations
D. business
E. community

E. community

Online journals that are easier to personalize and update than conventional websites are referred to as​ ____________.

A. wikis
B. podcasting
C. blogs
D. social networks
E. website content

C. blogs

Mina is using a blog to provide​ up-to-the minute information concerning a rumor about the sale of the company that has shareholders concerned. Mina is using the blog for​ _______________.

A. anchoring the social media presence
B. market research
C. customer support
D. project management and team communication
E. crisis communication

E. crisis communication

Jabari is using the company blog to solicit feedback from customers and experts in the marketplace. Jabari is using the blog for​ ________________.

A. market research
B. project management and team communication
C. crisis communication
D. customer support
E. anchoring the social media presence

A. market research

Jim is designing a blog that will act as a central hub for the multiple threads of his​ company’s social media program. Jim is designing the blog for​ ______________.

A. market research
B. crisis communication
C. customer support
D. anchoring the social media presence
E. project management and team communication

D. anchoring the social media presence

Gloria is designing a blog that will respond to customer​ questions, offer tips and​ advice, and inform customers about new products. Gloria is designing the blog for​ ________________.

A. project management and team communication
B. anchoring the social media presence
C. customer support
D. crisis communication
E. market research

C. customer support

Emma is designing a blog that will keep employees informed about general business​ matters, from facility news to benefit updates. Emma is designing the blog for​ _______________.

A. crisis communication
B. customer support
C. market research
D. project management and team communication
E. internal company news

E. internal company news

Aiden is designing a blog that will allow many company employees and executives to share company news with both the general public and journalists via their blogs. Aiden is designing the blog for​ ________________.

A. internal company news
B. crisis communication
C. project management and team communication
D. market research
E. public relations and media relations

E. public relations and media relations

Adam is designing a blog that will offer a way for people to toss around ideas and build on each​ other’s’ contributions. Adam is designing the blog for​ _______________.

A. project management and team communication
B. crisis communication
C. internal company news
D. brainstorming
E. market research

D. brainstorming

Leo is designing a blog that will enhance communication across all levels of a​ company, giving senior managers a channel to communicate with employees and giving employees the chance to offer comments and ask questions. Leo is designing the blog for​ _______________.

A.crisis communication
B.market research
C. internal company news
D. employee engagement
E. project management and team communication

D. employee engagement

Ethan is designing a blog that will help current and potential customers understand and use his​ company’s products and services. Ethan is designing the blog for​ ______________.

A. project management and team communication
B. internal company news
C. customer education
D. crisis communication
E. market research

C. customer education

Troy is designing a blog that will help connect people with similar interests. Troy is designing the blog for​ _____________.

A. project management and team communication
B. internal company news
C. community building
D. market research
E. crisis communication

C. community building

Raven is designing a blog that will provide a public forum for discussing​ legislation, regulations, and other broad issues of interest to her organization.

A. crisis communication
B. project management and team communication
C. market research
D. internal company news
E. policy and issue discussions

E. policy and issue discussions

Christy is designing a blog that will let potential employees know more about her​ company, the people who work​ there, and the nature of the company culture. Christy is designing the blog for​ _______________.

A. crisis communication
B. recruiting
C. internal company news
D. project management and team communication
E. market research

B. recruiting

A variation on blogging in which messages are sharply restricted to specific character counts is referred to as a​ _______________.

A. mini blog
B. small blog
C. microblog
D. partial blog
E. tiny blog

C. microblog

Tweets about​ ________ are considered the least valuable by Twitter followers.

A. surprises
B. entertainment
C. complaints
D. information
E. advice

C. complaints

Which of the following actions will help you become a valuable wiki​ contributor?

A. Take advantage of the sandbox.
B. Post as much information as possible to appear well informed.
C.Insert comments and questions in the main content.
D.Ignore criticism so that you do not have to respond.
E. Seek individual recognition and control.

A. Take advantage of the sandbox.

Which of the following are used to help readers move from one section of a report to the​ next, and among key points within​ sections?

A. Preview sections
B. Headings
C. Links
D. Review sections
E. Transitions

E. Transitions

Important topics are introduced by​ ________, which help readers prepare for new​ information; they are especially useful when the information is​ complex, unexpected, or unfamiliar.

A. Headings
B. Links
C. Review sections
D. Transitions
E. Preview sections

E. Preview sections

​___________________ follow a section of​ content, summarizing the material just covered.

A. Review sections
B. Headings
C. Transitions
D. Links
E. Preview sections

A. Review sections

When adapting to your​ audience, which of the following is true regarding style and​ tone?

A. If you know your readers reasonably well and your report is likely to meet with their​ approval, you can adopt a formal tonelong dashprovided that doing so is acceptable in the situation and in your​ company’s culture.
B. A less formal tone is usually appropriate for longer​ reports, especially those that deal with controversial or complex information.
C. When you use a personal​ style, you impose a controlled distance between you and your readers.
D. To make your tone more​ formal, refer to readers as​ you, and refer to yourself as I.
E. Use a more formal tone when your report will be sent to other parts of the organization or to​ outsiders, such as​ customers, suppliers, or members of the community.

E. Use a more formal tone when your report will be sent to other parts of the organization or to​ outsiders, such as​ customers, suppliers, or members of the community.

Will is preparing a report and he wants to make sure that his audience makes an informed decision. He wants to make sure that he tells his readers all that they need to knowlong dashno ​more, no lesslong dashand present the information in a way that is geared to their needs. Will is making sure that his content is​ ________________.

A. documented properly
B. balanced
C. complete
D. accurate
E. lengthy

C. complete

Mia is preparing a report and she wants to make sure that she is presenting all sides of the issue fairly and equitably. Mia is making sure that her content is​ ________________.

A. lengthy
B. accurate
C. complete
D. balanced
E. documented properly

D. balanced

Miriam is preparing a report and she wants to make sure that her sentences are uncluttered and contain​ well-chosen words. Miriam is making sure that her content is​ ________________.

A. clear and logical
B. complete
C. documented properly
D. balanced
E. accurate

A. clear and logical

Which of the following content elements should be covered in the introduction of a​ report?

A. methods and approaches
B. procedures
C. scope
D. mfacts, statistical​ evidence, and trends
E. explanations

C. scope

Which of the following content elements should be covered in the body of a​ report?

A. limitations
B. report organization
C. analysis of action
D. definitions
E. background

C. analysis of action

Which of the following content elements should be covered in the close of a​ report?

A. definitions
B. limitations
C. motivating action
D. report organization
E. background

C. motivating action

When using the direct approach​ (except for short​ reports), which of the following content elements should be covered in the close of a​ report?

A. background
B. limitations
C. summarization of key points
D. report organization
E. definitions

C. summarization of key points

When using the indirect approach which of the following content elements should be covered in the close of the​ report, (if you​ haven’t done so at the end of the body of the​ report)?

A. background
B. presentation of conclusion and recommendations
C. report organization
D. definitions
E. limitations

B. presentation of conclusion and recommendations

Coleman is establishing the​ context, identifying the​ subject, and establishing the tone and the reader relationship. Coleman is working on the​ _____________ of his​ __________________.

A. body; report
B. close; report
C. ​body; proposal
D. close; proposal
E. ​introduction; report

E. ​introduction; report

Pablo is presenting relevant information and supporting his recommendations or conclusions. Pablo is working on the​ _____________ of his​
__________________.

A. body; report
B. ​introduction; report
C. introduction; proposal
D. close; proposal
E. close; report

A. body; report

Marta is spelling out exactly what should happen next and providing a schedule with specific task assignments. Marta is working on the​ _____________ of her​ __________________.

A. introduction; report
B. ​introduction; proposal
C. body; report
D. close; proposal
E. ​close; report

E. ​close; report

Which of the following content elements should be covered in the introduction of a​ proposal?

A. work plan
B. costs
C. solution
D. statement of qualifications
E. facts and evidence to support your conclusions

C. solution

Which of the following content elements should be covered in the body of a​ proposal?

A. scope
B. report organization
C. work plan
D. solution
E. background or statement of the problem

C. work plan

Which of the following content elements should be covered in the close of a​ proposal?

A. solution
B. report organization
C. background or statement of the problem
D. review of argument
E. scope

D. review of argument

Kyle is identifying the problem that he intends to solve. Kyle is working on the​ _____________ of his​ __________________.
A. close; proposal
B. body; report
C. introduction; proposal
D. close; report
E. body; proposal

C. introduction; proposal

Ji is summarizing key points and emphasizing the benefits and advantages of her proposed solution. Ji is working on the​ _____________ of her​ __________________.

A. close; proposal
B. ​introduction; report
C. introduction; proposal
D. body; proposal
E. body; report

A. close; proposal

Zara is describing her​ organization’s experience,​ personnel, and facilitieslong dashrelating it all to​ readers’ needs. Zara is working on the​ _____________ of her​ __________________.

A. introduction; report
B. body; proposal
C. introduction; proposal
D. close; report
E. close; proposal

B. body; proposal

A fully developed​ "mini" version of the report is referred to as​ a(n) _________________.

A. draft
B. synopsis
C. executive summary
D. outline
E. abstract

C. executive summary

What is the correct order of the four tasks you need to complete after you have finished your first​ draft?

A. distribute, proofread,​ revise, and produce
B. revise, produce,​ proofread, and distribute
C. revise, proofread,​ produce, and distribute
D. produce, revise,​ proofread, and distribute
E. proofread, produce,​ distribute, and revise

B. revise, produce,​ proofread, and distribute

A plain sheet of paper that has only the title of the report on it is referred to as the​ __________________________.

A. table of contents
B. letter of transmittal
C. title page
D. title fly
E. letter of authorization

D. title fly

When creating a Request for Proposal​ (RFP), the​ __________ section should contain everything you expect from potential vendors.

A. requirements
B. proposal requirements
C. project description
D. submission requirements
E. decision criteria

A. requirements

After you get a general sense of your subject​ area, create​ a(n) _____________________ that outlines the problem or purpose of your research. This can be the decision you need to make or the conclusion you need to reach at the end of the process.

A. statement of purpose
B. theory
C. problem statement
D. issue statement
E. hypothesis

C. problem statement

Research that has previously been conducted for another purpose is referred to as​ _______________ research.

A. primary
B. original
C. sponsored
D. third-party
E. secondary

E. secondary

Chante is conducting research and she is determining if the source of her information is established and has a reputation for accuracy. Which question regarding research material is she trying to​ answer?

A. Is the author​ credible?
B. Is the source potentially​ biased?
C. Where did the source get its​ information?
D. Can the material be verified​ independently?
E. Does the source have a reputation for honesty and​ reliability?

E. Does the source have a reputation for honesty and​ reliability?

Eusun is conducting research and he is determining the source of the information. He is particularly concerned since the information consists mainly of​ projections, interpretations, and estimates. Which question regarding research material is Eusun most concerned​ with?

A. Is the author​ credible?
B. Where did the source get its​ information?
C. Is the source potentially​ biased?
D. Can the material be verified​ independently?
E. Does the source have a reputation for honesty and​ reliability?

D. Can the material be verified​ independently?

The most familiar search tools are​ ____________.

A. Online databases
B. Metasearch engines
C. General-purpose search engines
D. Web directories
E. The Open Directory Project

C. General-purpose search engines

Which of the following help address the challenge of the hidden Internet by offering access to​ newspapers, magazines,​ journals, electronic copies of​ books, and other resources often not available with standard search​ engines?

A. Web directories
B. The Open Directory Project
C. General-purpose search engines
D. Online databases
E. Metasearch engines

D. Online databases

Which of the following help overcome the differences among search engines by formatting your search request for multiple search​ engines, making it easy to find a broader range of​ results?

A. Online databases
B. Web directories
C. The Open Directory Project
D. ​General-purpose search engines
E. Metasearch engines

E. Metasearch engines

Which of the following use human editors to categorize and evaluate​ websites?

A. General-purpose search engines
B. Online databases
C. Metasearch engines
D. Boolean searches
E. Web directories

E. Web directories

LiveBinders is an example of​ a(n) _______________.

A. curation site
B. bookmarking site
C. desktop search engine
D. research and content manager
E. enterprise search engine

D. research and content manager

It makes sense to start with​ ____________________ research because it can save you considerable time and​ money, although you may have to pay to see someone​ else’s results.

A. sponsored
B. original
C. objective
D. primary
E. secondary

E. secondary

Which of the following is an example of a secondary research​ resource?

A. Focus group held for current project
B. Online periodicals searched for current project
C. Observation done for current project
D. Survey conducted for current project
E. Interview completed for current project

B. Online periodicals searched for current project

Many organizations have​ a(n) __________ that acts as a repository of research results created for other projects.

A. knowledge management system
B. abstract management system
C. database management system
D. project housing system
E. information database

A. knowledge management system

According to the​ ___________________ doctrine, you can use other​ people’s work only as long as you​ don’t unfairly prevent them from benefiting as a result.

A. fair use
B. copyright rule
C. common rule
D. common law
E. common use

A. fair use

Research that involves the collection of new data through​ surveys, interviews,​ observations, experiments, and other techniques is referred to as​ ___________ research.

A. third-party
B. sponsored
C. secondary
D. primary
E. objective

D. primary

If secondary research​ can’t provide the information and insights you​ need, you may need to gather the information yourself with​ ______________ research.

A. secondary
B. sponsored
C. third-party
D. objective
E. primary

E. primary

​________ are among the most common types of primary research for business writing.

A. Interviews
B. Directories
C. Government publications
D. Business books
E. Databases

A. Interviews

A survey is considered to be​ ________ if it would produce identical results if repeated under similar conditions.

A. reliable
B. subjective
C. objective
D. conclusive
E. valid

A. reliable

A survey is considered to be​ ___________ if it measures what it is supposed to measure.

A. specific
B. conclusive
C. reliable
D. valid
E. subjective

D. valid

____________ questions elicit a specific​ answer, such as yes or no.

A. Specific
B. Opinion
C. Closed
D.​ Open-ended
E. Informational

C. Closed

​____________ questions solicit​ opinions, insights, and information.

A. Specific
B. ​Open-ended
C. Binary
D. Dual
E. Closed

B. ​Open-ended

When you reproduce content exactly as you found​ it, citing the source of the​ material, you are​ _____________.

A. quoting
B. mentioning
C. rewording
D. paraphrasing
E. summarizing

A. quoting

The​ _____________ is the sum of all the items in the​ group, divided by the number of items in that group.

A. mean
B. trend
C. median
D. mode
E. correlation

A. mean

The number that appears more frequently than any other in a set of numbers is the​ ________.

A. mode
B. trend
C. mean
D.correlation
E. median

A. mode

The simultaneous change in two​ variables, for​ instance, units sold increasing as product reliability​ increases, is called​ ________.

A. correlation
B. trend
C. median
D. mean
E. mode

A. correlation

The logical interpretation of facts in a report is called​ a(n) __________.

A. observation
B. conclusion
C. recommendation
D. ending
E. summary

B. conclusion

Which of the following is true regarding routine​ requests?

A. Be general when making a routine request.
B. Routine requests should demand action.
C. In most​ cases, your audience will not be prepared to comply with your request.
D. Much of the vital communication between a company and its customers is about routine matters.
E. Routine requests have many more than three parts.

D. Much of the vital communication between a company and its customers is about routine matters.

Kali is explaining her request. She is working on the​ ___________ of her message.

A. opening
B. body
C. introduction
D. close
E. conclusion

B. body

Rohana is using the direct approach and she is requesting specific action. Rohana is working on the​ _____________ of her message.

A. body
B. close
C. opening
D. first sentence
E. middle section

B. close

Ariana is including an expression of gratitude in her message. Ariana is working on the​ __________ of her message.

A. first sentence
B. body
C. middle section
D. opening
E. close

E. close

Traci is using the opening of her message to trigger the​ reader’s memory of the relationship they​ had, the dates of their​ association, and any special events or accomplishments that might bring a clear and favorable picture of her to mind. Traci is​ ___________________________________.

A. making a claim
B. requesting a letter of recommendation
C. filing a complaint
D. requesting an adjustment
E. issuing a grievance

B. requesting a letter of recommendation

Amar is sending a formal complaint to a company because the product he purchased is faulty and he is not satisfied. Amar is​ ________________________.

A. issuing a grievance.
B. requesting a letter of recommendation
C. making a claim
D. requesting an adjustment
E. filing a grievance

C. making a claim

Jeremy is requesting a settlement of a claim. Jeremy is​ ______________________.

A. issuing a grievance.
B. requesting a letter of recommendation
C. writing a letter of recommendation
D. filing a complaint
E. requesting an adjustment

E. requesting an adjustment

Antonio is writing a request for a letter of recommendation. He is clearly stating why the recommendation is required. Which part of the message is Antonio working​ on?

A. appendix
B. body
C. close
D. last sentence
E. opening

E. opening

Liam is writing a request for a letter of recommendation. Liam is expressing his appreciation for the letter and including the full name and address of the person to whom the letter should be sent. Which part of the message is Liam working​ on?

A. first sentence
B. close
C. opening
D. salutation
E. body

B. close

Jin is requesting an adjustment. She is providing a​ complete, specific explanation of the details of the problem. Which part of the message is Jin working​ on?

A. body
B. salutation
C. close
D. opening
E. opening sentence

A. body

Jackie is requesting an adjustment. She is politely requesting specific action that needs to be taken. Jackie is working on the​ ____________ of her message.

A. body
B. close
C. opening
D. appendix
E. first sentence

B. close

When sending routine replies and positive messages you should use the​ __________ approach.

A. informal
B. direct
C. specific
D. indirect
E. targeted

B. direct

When sending routine replies and positive messages you should place your main idea in the​ _____________of the message.

A. last sentence
B. opening
C. body
D. salutation
E. close

B. opening

When sending routine replies and positive messages you should explain all the relevant details idea in the​ _____________ of the message.

A. body
B. first sentence
C. close
D. opening
E. last sentence

A. body

Highlighting a benefit to the reader should be done in the​ _________ of the message.

A. body
B. opening
C. post script
D. salutation
E. close

E. close

If a request for information or action is a simple yes or some other straightforward​ information, the​ __________ approach is appropriate.

A. informal
B. direct
C. indirect
D. specific
E. targeted

B. direct

Anya is composing a message that includes information regarding the nature of her relationship with a former employee. What type of message is she​ writing?

A. Granting a claim
B. Responding to a routine request
C. Responding to a request for an adjustment
D. Preparing a goodwill message
E. Responding to a request for a recommendation

E. Responding to a request for a recommendation

Caleb is preparing a message that sympathizes with the​ customer’s frustration. Caleb is​ _______________________________.

A. responding to a request for an adjustment
B. responding to a routine request.
C. preparing a goodwill message
D. responding to a request for a recommendation
E. preparing a routine informational message

A. responding to a request for an adjustment

Greg is preparing a message about a project update. Greg is​ __________________________.

A. filing a claim
B. preparing a routine informational message
C. responding to a request for a recommendation
D. responding to a request for an adjustment
E. preparing a goodwill message

B. preparing a routine informational message

When announcing good​ news, you should use the​ __________ approach.

A. specific
B. informal
C. targeted
D. indirect
E. direct

E. direct

A press release is also known as a​ _________ release.

A. newspaper
B. television
C. publicity
D. public
E. news

E. news

A brief personal message written to comfort someone after the death of a loved one is referred to as​ a(n) ____________ letter.

A. reference
B. condolence
C. adjustment
D. recommendation
E. referral

B. condolence

When writing a letter of​ condolence, you should​ __________________________.

A. include trite sayings that you may have heard or read
B. always use a digital format
C. keep it​ short, simple, and sincere
D. wait awhile to send the​ letter, allowing sufficient time for the grieving process
E. offer life advice

C. keep it​ short, simple, and sincere

Isaac is sending a message to an employee that recently got married. Isaac is sending a message of​ __________________________.

A. congratulations
B. good news
C. reference
D. condolence
E. appreciation

A. congratulations

A specialized document used to share relevant information with the media is known as a​ __________ release.

A. public
B. press
C. television
D. publicity
E. newspaper

B. press

Which of the following is an example of negative​ phrasing?

A. We acknowledge that our service did not meet your expectations.
B. The report you wrote​ doesn’t make any sense.
C. Please clarify your comment.
D. We appreciate your taking the time to share your concerns about your dining experience.
E.
= The product will be delivered next month.

B. The report you wrote​ doesn’t make any sense.

Which of the following is an example of positive​ phrasing?

A. The information on this statement is completely wrong.
B. Please confirm the receipt of the bill and remit payment.
C. Because you ignored our first two​ warnings, we are closing your account.
D. Obviously you are very unhappy.
E. Your camera cannot be repaired but it is your​ fault, not ours.

B. Please confirm the receipt of the bill and remit payment.

Experts advise that bad news for employees should be delivered​ __________ whenever possible.

A. via certified mail
B. via email
C. in person
D. through digital media
E. by courier

C. in person

If the bad news might come as a​ shock, it is best to use the​ ______________ approach.

A. targeted
B. specific
C. informal
D. direct
E. indirect

E. indirect

If the situation is an​ emergency, or if someone has ignored repeated​ messages, the​ ___________ approach can help you get attention quickly.

A. specific
B. targeted
C. direct
D. indirect
E. informal

C. direct

For minor or routine​ scenarios, the​ ___________ approach is nearly always best.

A. informal
B. indirect
C. specific
D. direct
E. targeted

D. direct

The​ ______________ approach is fine for many business situations in which people understand the possibility of receiving bad news.

A. direct
B. targeted
C. indirect
D. informal
E. specific

A. direct

Vera is composing a negative message by opening with the bad news. Vera is using the​ _______________ approach.

A. informal
B. indirect
C. specific
D. targeted
E. direct

E. direct

Tino is composing a negative message by opening with a buffer. Tino is using the​ _______________ approach.

A. indirect
B. specific
C. informal
D. direct
E. targeted

A. indirect

Which of the following actions is best when offering a choice between alternatives or asking the reader to take some​ action?

A. Avoid an uncertain conclusion.
B. Suggest the possibility of a positive outcome even if you​ don’t have that insight.
C. Always leave the situation open for future correspondence on the situation.
D. Leave the situation open for the reader to make a conclusion.
E. Pretend that the negative news​ didn’t happen or that it​ won’t affect the reader.

A. Avoid an uncertain conclusion.

The​ ____________ approach helps readers prepare for the bad news by presenting the reasons for it first.

A. informal
B. specific
C. direct
D. targeted
E. indirect

E. indirect

A​ neutral, noncontroversial statement that is closely related to the point of the message but​ doesn’t convey the bad news is referred to as​ a(n) _____________.

A. fact
B. buffer
C. conviction
D. opinion
E. belief

B. buffer

A poorly written buffer can​ ________________.

A. assure the reader of your attention to the request
B. trivialize the​ reader’s concerns
C. indicate your understanding of the​ reader’s needs
D. establish common ground with your reader
E. be relevant and sincere

B. trivialize the​ reader’s concerns

Employees who express concerns of unethical or illegal behavior within their companies to outside​ authorities, after attempting to go through normal channels at​ work, are known as​ __________.

A. moles
B. whistle-blowers
C. defendants
D. informants
E. spies

B. whistle-blowers

The​ ____________ approach works best for most routine negative responses.

A. direct
B. specific
C. indirect
D. informal
E. targeted

A. direct

The​ ____________ approach works best when the stakes are high for you or for the​ receiver, when you or your company has an established relationship with the person making the​ request, or when​ you’re forced to decline a request that you might have accepted in the past.

A. direct
B. indirect
C. informal
D. specific
E. targeted

B. indirect

Customers who make a claim or request an adjustment tend to be emotionally​ involved, so the​ ___________ approach is usually the better choice when you are denying such a request.

A. direct
B. indirect
C. targeted
D. informal
E. specific

B. indirect

Which of the following would be considered to be a routine negative​ announcement?

A. A loss of a major contract
B. A disclosure of a toxic chemical spill
C. A closing of a major production facility
D. A change in lunchtime hours
E. A closing of a major division

D. A change in lunchtime hours

Which of the following is recommended when making negative​ announcements?

A. ​Don’t give each audience time to react
B. Always use the direct approach
C. Try to put a positive spin on bad news
D. When​ necessary, seek expert advice
E. Respond as quickly as​ possible, even if you are not fully prepared to respond to questions

D. When​ necessary, seek expert advice

Kenya makes sure that her company uses available technologies to listen to what people are saying. Which strategy is Kenya using to respond to negative​ criticism?

A. Ignore negative feedback
B. Evaluate negative messages
C. Respond appropriately
D. Engage​ early, engage often
E. Monitor the conversation

E. Monitor the conversation

Sang makes sure that her company has an​ active, mutually beneficial relationship with customers and other interested parties so that they are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur. Which strategy is Sang using to respond to negative​ criticism?

A. Evaluate negative messages
B. Monitor the conversation
C. Engage​ early, engage often
D. Respond appropriately
E. Ignore negative feedback

C. Engage​ early, engage often

The key to successful communication efforts during an emergency is having​ a(n) ________________ management plan.

A. direct approach
B. nondisclosure
C. succession
D. indirect approach
E. crisis

E. crisis

It is usually advised to take the​ _____________ approach when you have to convey bad news to individual employees or potential employees.

A. indirect
B. direct
C. specific
D. informal
E. targeted

A. indirect

When sending refusals to other employers who have requested information about a former employee of​ yours, your message can be brief and​ ____________.

A. targeted
B. direct
C. specific
D. indirect
E. informal

B. direct

Which of the following is recommended when rejecting a job​ applicant?

A. Close with a courteous expression of appreciation for having applied.
B. As a​ courtesy, explain why the person was rejected for the position.
C. State or imply that the application will be reviewed at a later date to cushion the blow.
D. Convey the negative news politely and concisely.
E. Use​ "Dear Applicant" so that the applicant is not personally offended.

D. Convey the negative news politely and concisely.

The attempt to change an​ audience’s attitudes, beliefs or actions is referred to as​ ________________.

A. coaxing
B. persuasion
C. logic
D. motivation
E. encouragement

B. persuasion

The​ age, gender,​ occupation, income,​ education, and other quantifiable characteristics of the people​ you’re trying to persuade are referred to as​ _______________.

A. demographics
B. psychology
C. lifestyle
D. attitudes
E. personality

A. demographics

The combination of forces that drive people to satisfy their needs is referred to as​ _______________.

A. inspiration
B. drive
C. ambition
D. determination
E. motivation

E. motivation

Most persuasive messages use the​ _______________ approach.

A. formal
B. direct
C. targeted
D. indirect
E. informal

D. indirect

If you are a highly regarded technical expert with years of​ experience, you might use the​ _____________ approach in a persuasive message to top executives.

A. direct
B. indirect
C. targeted
D. informal
E. formal

A. direct

If you​ aren’t well known and therefore need to rely more on the strength of your message than the power of your​ reputation, the​ _________ approach will probably be more successful.

A. formal
B. direct
C. targeted
D. indirect
E. informal

D. indirect

Which of the following techniques is recommended for composing a successful persuasive​ message?

A. Provide subjective evidence for the claims and promises you make.
B. Use complicated language to impress your audience.
C. Be subjective and present fair and logical arguments.
D. Display your willingness to keep your​ audience’s best interests at heart.
E. Do not hesitate to use​ "hard sell" tactics to convince a skeptical audience.

D. Display your willingness to keep your​ audience’s best interests at heart.

The AIDA model is​ tailor-made for the​ ___________ approach.

A. formal
B. informal
C. direct
D. targeted
E. indirect

E. indirect

​A(n) ______________appeal draws on feelings or audience sympathies rather than on​ facts, figures, and rational arguments.

A. rational
B. emotional
C. direct
D. targeted
E. indirect

B. emotional

A(n) _____________________ appeal calls on reasoning and evidence.

A. emotional
B. aspirational
C. logical
D. sentimental
E. passionate

C. logical

To persuade your boss to hire additional customer support​ staff, you might point to industry surveys that show how crucial customer satisfaction is to corporate profits. This is an example of​ _________________ reasoning.

A. rational
B. deductive
C. empirical
D. inductive
E. analytical

B. deductive

To convince your team to change to a new manufacturing​ process, you could point out that every company that has adopted it has increased​ profits, so it must be a smart idea. This is an example of​ _____________ reasoning.

A. inductive
B. rational
C. empirical
D. analytical
E. deductive

A. inductive

To convince management to add chat room capability to the​ company’s groupware​ system, you could explain that it is like a neighborhood community​ center, only online. This is an example of using​ __________________ to make a logical appeal.

A. inductive reasoning
B. circular reasoning
C. deductive reasoning
D. analytical reasoning
E. analogy

E. analogy

To avoid faulty​ logic, you should follow which of these​ guidelines?

A. Avoid mistaken assumptions of cause and effect.
B. Attack your opponent to strengthen your position.
C. Use hasty generalizations.
D. Oversimplify complex issues to make them more understandable.
E. Use circular reasoning.

A. Avoid mistaken assumptions of cause and effect.

Which of the following is true regarding persuasive​ arguments?

A. One should resist compromise
B. One should assume that persuasion is a​ one-shot effort
C. One should rely solely on great arguments
D. The​ "soft sell" approach can be quite effective
E. Often a​ "hard sell" is necessary.

D. The​ "soft sell" approach can be quite effective

The bulk of your persuasive business messages will involve​ ______________.

A. claims
B. requests for adjustment
C. attempts to sway your audience with​ "hard sell" tactics.
D. requests for compliance
E. requests for action

E. requests for action

A persuasive​ ________ involves trying to change your​ audience’s feelings or beliefs on a​ subject, without asking them for action at this point.

A. request for compliance
B. claims
C. request for adjustment
D. request for action
E. presentation of ideas

E. presentation of ideas

In order to be​ effective, a persuasive​ ________ should include a thorough and detailed review of the​ facts, and be written in a positive and confident tone that indicates you deserve to be satisfied with every transaction.

A. request for compliance
B. request for action
C. claim
D. presentation of ideas
E. note

C. claim

​________ messages guide possible customers through the purchasing​ process, but​ don’t ask them to make an instant decision.

A. Informational
B. Marketing
C. Sales
D. Topical
E. Relevant

B. Marketing

​_________ messages encourage potential buyers to make an immediate purchase decision.

A. Topical
B. Relevant
C. Sales
D. Informational
E. Marketing

C. Sales

The most attractive features of a product are referred to as​ ____________.

A. product aspects
B. product attributes
C. product features
D. selling points
E. product benefits

D. selling points

The term used to describe what the user experiences or gains from the product is referred to as the product​ _____________.

A. attributes
B. characteristics
C. features
D. aspects
E. benefits

E. benefits

The first step in preparing successful marketing and sales messages is​ ____________________.

A. analyzing audience needs
B. determining benefits
C. anticipating purchasing objections
D. determining key selling points
E. analyzing your competition

A. analyzing audience needs

Steven is using the AIDA model for writing a conventional marketing and sales message. The final step in this process is​ ____________________.

A. following up after the sale
B. motivating action
C. increasing desire
D. building interest
E. getting the​ reader’s attention

B. motivating action

A business is using the illegal tactic of​ ____________________ if it advertises a good it​ doesn’t intend to sell and then tries to sell​ another, more expensive product.

A. dumping
B. implied claims
C. up-selling
D. ​bait-and-switch
E. fishing

D. ​bait-and-switch

Which of the following are online presentations that people either view live or download later from the​ web?

A. Videocasts
B. Webcasts
C. Podcasts
D. Twebinars
E. Screencasts

B. Webcasts

After analyzing the​ audience’s experience, which of the following should you do to predict the​ audience’s probable reaction to your​ presentation?

A. Analyze whether everybody has the same background and level of understanding.
B. Analyze what the audience expects from you.
C. Determine what the audience already knows about the subject.
D. Consider whether the audience is familiar with the vocabulary you intend to use.
E. Consider whether the audience has any biases that might work against you.

E. Consider whether the audience has any biases that might work against you.

Which of the following should you do to gauge the​ audience’s experience?

A. Think about the mix of general concepts and specific details you will need to present.​ Also, analyze whether everybody has the same background and level of understanding.
B. Find out what kind of supporting information will help the audience accept and respond to your​ message: technical​ data, historical​ information, financial​ data, demonstrations,​ samples, and so on.
C. Analyze your​ audience’s likely mood when you speak to them.
D. Analyze why audience members are attending the presentation.
E. Determine the​ audience’s general attitude toward the​ topic: interested, moderately​ interested, unconcerned,​ open-minded, or hostil

A. Think about the mix of general concepts and specific details you will need to present.​ Also, analyze whether everybody has the same background and level of understanding.

What should you do to determine the audience size and​ composition?

A. Determine what the audience already knows about the subject
B. Think about the mix of general concepts and specific details you will need to present.
C. Analyze what the audience expects from you.
D. Analyze the mix of organizational​ positions, professions, language​ fluencies, and other demographic factors that could influence your content and delivery choices.
E. Consider whether the audience is familiar with the vocabulary you intend to use.

D. Analyze the mix of organizational​ positions, professions, language​ fluencies, and other demographic factors that could influence your content and delivery choices.

Which type of presentation is like a printed document because it is outlined like a traditional message and follows a predetermined flow from beginning to​ end?

A. Predefined
B. Predetermined
C. Visual
D. Linear
E. Nonlinear

D. Linear

A​ ___________ presentation allows the presenter the option to move back and forth between topics and up and down in terms of level of detail.

A. nonlinear
B. visual
C. predefined
D. predetermined
E. linear

A. nonlinear

The​ best-known nonlinear presentation software is​ _______________.

A. Microsoft Access
B. Microsoft Word
C. Microsoft PowerPoint
D. Prezi
E. Apple Keynote

D. Prezi

Linear presentations are best suited for which of the​ following?

A. Presentations designed to explore complex visuals.
B. Presentations that show complicated relationships between multiple ideas or elements.
C. Presentations that allow the flexibility to move from topic to topic in any order.
D. Presentations in which you want to convey your message point by point or build up to a conclusion following logical steps.
E. Presentations that have the ability to zoom in and out between the​ "big picture" and specific details.

D. Presentations in which you want to convey your message point by point or build up to a conclusion following logical steps.

The​ ___________ approach is appropriate when the subject of your presentation involves routine information or good news.

A. informal
B. direct
C. formal
D. targeted
E. indirect

B. direct

Which approach is suggested when the subject of your presentation involves negative news or​ persuasion?

A. Targeted
B. Indirect
C. Direct
D. Formal
E. Informal

B. Indirect

You should​ ________ if​ you’re speaking to a large​ group, or if the event is important.

A. use a casual style to encourage audience participation
B. establish a more formal atmosphere
C. deliver your remarks in a conversational​ tone, using notes to jog your memory if necessary
D. invite your audience to interject comments
E. use simple visuals

B. establish a more formal atmosphere

Masai is developing a question intended to get his audience thinking about his message. Which part of the presentation is Masai currently​ developing?

A. introduction
B. close
C. middle section
D. summary
E. body

A. introduction

Ty is developing his presentation by ensuring that he shows how the subject is related to ideas that the audience members already understand. Which part of the presentation is Ty currently​ developing?

A. summary
B. close
C. introduction
D. body
E. visuals

D. body

Nidia is restating her main​ points, emphasizing what she wants her listeners to do and think. Which part of the presentation is she​ delivering?

A. close
B. body
C. summary
D. preview
E. introduction

A. close

​__________ is usually the best method for delivering your presentation.

A. Memorizing the entire content
B. Speaking with the help of an outline or note cards
C. Impromptu speaking
D. Playing a recording of the content
E. Reading the entire content

B. Speaking with the help of an outline or note cards

Allen has decided to modify his presentation for the online format by allowing an additional hour before he starts the presentation. What is Allen doing to ensure a successful online​ presentation?

A. Allen is keeping his presentation as simple as possible.
B. Allen is asking for frequent feedback.
C. Allen is rehearsing using the system live.
D. Allen is sending preview study materials ahead of time.
E. Allen is allowing plenty of time for everyone to get connected and familiar with the screen​ they’re viewing.

E. Allen is allowing plenty of time for everyone to get connected and familiar with the screen​ they’re viewing.

Jack realizes that his online presentation has all of the challenges of other​ presentations, with the additional burden of operating the presentation system while he is talking. What should Jack do to address this issue and ensure a successful online​ presentation?

A. Jack should send preview study materials ahead of time.
B. Jack should rehearse using the system live.
C. Jack should keep his presentation as simple as possible.
D. Jack should consider the viewing experience from the audience​ members’ point of view.
E. Jack should ask for frequent feedback.

B. Jack should rehearse using the system live.

Kurt is preparing for an online presentation by breaking complicated slides down into multiple slides. What is Kurt doing to ensure a successful online​ presentation?

A. Kurt is sending preview study materials ahead of time.
B. Kurt is keeping his presentation as simple as possible.
C. Kurt is rehearsing using the system live.
D. Kurt is asking for frequent feedback.
E. Kurt is monitoring the backchannel.

B. Kurt is keeping his presentation as simple as possible.

Avi is preparing for an online presentation by using SlideShare. What is Avi doing to ensure a successful online​ presentation?

A. Avi is using the backchannel.
B. Avi is asking for frequent feedback.
C. Avi is keeping his presentation as simple as possible.
D. Avi is sending preview study materials ahead of time.
E. Avi is rehearsing using the system live.

D. Avi is sending preview study materials ahead of time.

The​ ________ is a social media conversation that takes place during a​ presentation, in parallel with the actual presentation.

A. backchannel
B. network
C. grapevine
D. grid
E. side channel

A. backchannel

Which of the following is a free service that helps you monitor comments from the audience by organizing tweets by hashtag and other​ variables?

A. Tweeter
B. TweetDeck
C. TweetOrganize
D. TweetAnalyze
E. TweetSort

B. TweetDeck

By scheduling​ "Twitter breaks" during your presentation so that you can review comments and respond as​ needed, you are​ ________.

A. avoiding having to monitor the backchannel while you are speaking
B. eliminating audience participation
C. disregarding social media as it relates to your presentation
D. fighting the backchannel
E. showing that you​ don’t value your​ audience’s feedback

A. avoiding having to monitor the backchannel while you are speaking

Kevin is explaining to his audience the guidelines under which he welcomes feedback and questions. What is Kevin​ doing?

A. Automatically tweeting key points from his presentation while he speaks
B. Establishing expectations with his audience
C. Monitoring and asking for feedback
D. Reviewing comments point by point to improve his presentation
E. Integrating social media into the presentation process

B. Establishing expectations with his audience

Mason has created a website for his presentation so that people can access relevant resources during or after the presentation. What has Mason​ done?

A. Integrated social media into the presentation process
B. Established expectations with his audience
C. Reviewed comments point by point to improve his presentation
D. Monitored and asked for feedback
E. Automatically tweeted key points from his presentation while he spoke

A. Integrated social media into the presentation process

Which of the following would Jerome do after the presentation is​ over?

A. Tweet key points from his presentation while he spoke
B. Monitor and ask for feedback
C. Review comments point by point to improve his presentation
D. Integrate social media into the presentation process
E. Establish expectations with his audience

C. Review comments point by point to improve his presentation

Share This
Flashcard

More flashcards like this

NCLEX 10000 Integumentary Disorders

When assessing a client with partial-thickness burns over 60% of the body, which finding should the nurse report immediately? a) ...

Read more

NCLEX 300-NEURO

A client with amyotrophic lateral sclerosis (ALS) tells the nurse, "Sometimes I feel so frustrated. I can’t do anything without ...

Read more

NASM Flashcards

Which of the following is the process of getting oxygen from the environment to the tissues of the body? Diffusion ...

Read more

Unfinished tasks keep piling up?

Let us complete them for you. Quickly and professionally.

Check Price

Successful message
sending