TEST BANK for Business Communication Today, 15th Edition by Courtland Bovee, John Thill

Business Communication Today, 15e (Bovee/Thill) Chapter 1 Understanding the Foundations of Business Communications 1) Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) speaking to others. E) providing data to benefit the speaker. Answer: A Explanation: A) Communication is a two-way process that begins with the sender and ends when the receiver acquires information and meaning. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 2) Which of the following must occur for communication to be considered successful? A) The audience must be aware a message is being constructed. B) The message must be sent using more than one media method. C) It must transfer or negotiate understanding. D) The audience must agree with the goals of the message. E) The message must offer a benefit to both the sender and the receiver. Answer: C Explanation: C) Communication is the process of transferring information and meaning between senders and receivers, using a variety of media forms. Communication can happen in a variety of ways, but there must be a transfer of understanding for the communication to be successful. Understanding does not mean agreement. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

3) Which of the following developments is putting additional pressure on communication skills? A) Having great ideas B) The need for managers to connect with staff and external business partners C) Connecting with those who have a similar background D) Utilizing established company networks E) The changing nature of employment Answer: E Explanation: E) Ambition and great ideas aren't enough. You'll need to communicate with a wide variety of people if you want to succeed in business. The changing nature of employment is putting new pressure on communication skills, too. Many companies now supplement their permanent workforces with independent contractors who are brought on for a short period or even just a single project. Difficulty: Easy LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 4) Which of the following is one of the benefits of strong communication skills? A) More detailed strategic plans B) The ability to prevent stakeholders from switching to competitors C) Stronger relationships D) Eliminating risk E) Fewer employee leaks of sensitive information Answer: C Explanation: C) Just as in personal and social relationships, business relationships depend on effective connections between the company and all stakeholders, including employees, customers, and others affected by the company's business decisions. Communication helps to foster emotional connections that create a healthy work environment. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

5) Which of the following is the term for all the parties affected by the actions of an organization? A) Employees B) Managers C) The network D) Stakeholders E) The government Answer: D Explanation: D) Stakeholders are those groups affected in some way by the company's actions: customers, employees, shareholders, suppliers, neighbors, the community, the nation, and the world as a whole. Difficulty: Easy LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 6) Which of the following can communicators do to make sure they share facts rather than vague impressions? A) Provide optimistic information B) Present information in a concise manner C) Offer compelling arguments and recommendations D) Identify areas of responsibility E) Use concrete language with specific detail Answer: E Explanation: E) Use concrete language, specific detail, and information that is clear, convincing, accurate, and ethical. Even when an opinion is called for, present compelling evidence to support your conclusion. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

7) Which of the following will help the audience understand how they will benefit from your message? A) Offering compelling arguments and recommendations B) Clarifying expectations and responsibilities C) Presenting information in an efficient manner D) Providing practical information E) Giving vague impressions Answer: A Explanation: A) Show your readers precisely how they will benefit by responding the way you want them to respond to your message. This is done by offering compelling, persuasive arguments and recommendations. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 8) Which of these is a reason why it's important to learn how to communicate efficiently? A) Efficient messages are cheaper to transmit. B) Efficient messages don't need to convey as many facts. C) Concise messages don't need to be personalized. D) Short messages are easier to write. E) Concise messages show respect for people's time. Answer: E Explanation: E) To make your communication efforts as effective as possible, focus on making them practical, factual, concise, clear, and persuasive. Concise messages show respect for people's time, and they increase the chances of a positive response. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 9) Improving your communication skills may be the single most important step you can take in your career. Answer: TRUE Explanation: The world is full of good marketing strategists, good accountants, good engineers, and good attorneys—but it is not full of good communicators. Strong communication skills will help you stand out from your competition in the job market. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 4 Copyright © 2021 Pearson Education, Inc.

10) Senior executives spend less and less of their workday communicating as they take on more leadership responsibility. Answer: FALSE Explanation: If you launch a company or move into an executive role in an existing organization, you can expect communication to consume the majority of your time. Top executives spend most of their workdays communicating, and businesspeople who can't communicate well don't stand much chance of reaching the top. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 11) Strong communication skills are important even for employees with technical skills, such as engineers and accountants. Answer: TRUE Explanation: In fields such as engineering or finance, you often need to share complex ideas with executives, customers, and colleagues, and your ability to connect with people outside your field can be as important as your technical expertise. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 12) Describe five characteristics of effective business messages. Answer: Effective business messages provide practical information that immediately helps receivers in concrete ways. Such messages present facts rather than vague impressions, communicate efficiently and concisely, and clarify expectations and responsibilities.. Finally, effective business messages offer compelling, persuasive arguments and recommendations. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

13) The quality of performing at a high level and conducting oneself with pride and purpose is known as A) expediency. B) professionalism. C) entrepreneurialism. D) management. E) personality. Answer: B Explanation: B) Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Reflective thinking Learning Outcome: Discuss the challenges and importance of business communications 14) Understanding people's feelings and managing your own feelings in a productive way is referred to as A) common sense. B) professionalism. C) distraction. D) emotional intelligence. E) compatibility. Answer: D Explanation: D) Relating to the needs of others is a key part of emotional intelligence, which is the ability to read other people's emotions accurately and to manage one's own emotions in productive ways. The more you know about your audience, the easier it will be to focus on their needs, which will make it easier for them to hear and respond positively to your message. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Interpersonal relations and teamwork Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

15) All elements of professionalism depend on A) using effective communication skills. B) developing strong recommendations. C) having clear expectations of the job. D) pursuing practical skills. E) providing only fact-based information. Answer: A Explanation: A) Professionalism can be broken down into six distinct traits: striving to excel, being dependable and accountable, being a team player, demonstrating a sense of etiquette, making ethical decisions, and maintaining a positive outlook. The key aspect of these elements of professionalism depends on effective communication. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 16) Which of the following encompasses all communication that occurs outside the lines of command in the company's organization structure? A) The lateral communication network B) A diagonal communication network C) The informal communication network D) A horizontal communication network E) The audience-centered communication network Answer: C Explanation: C) Informal communication takes place naturally when employees interact, both on the job and in social settings. Some of it takes place when the formal network doesn't provide information that employees want. The informal communication network is located wherever workers congregate, which could be hallways, drinking fountains, or lunchrooms. Informal communication also takes place on telephones and through email and social networks. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

17) Which of the following is the ability to evaluate evidence completely and use that evidence to form a logical conclusion? A) Professionalism B) Audience-centered approach C) Critical thinking D) Digital information fluency E) Ethics Answer: C Explanation: C) Critical thinking is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 18) What communication network is being followed when ideas follow the lines of command in an organization? A) Horizontal B) Informal C) Critical D) Formal E) Diagonal Answer: D Explanation: D) Every organization has a formal communication network, in which ideas and information flow along the lines of command (the hierarchical levels) in the company's organization structure. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

19) An audience-centered approach to communication involves A) saying whatever it takes to win over the members of your audience. B) embedding a layer of technology between you and your audience members. C) respecting, understanding, and meeting the needs of your audience members. D) focusing on how the members of the audience can help you obtain your goals. E) preparing a message as if the audience will not be interested. Answer: C Explanation: C) Use an audience-centered approach to help you understand and respect the members of your audience, and then make every effort to get your message across in a way that's meaningful to them. Difficulty: Difficult LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 20) How does information flow between departments when people are trying to coordinate tasks or solve complex organizational problems? A) Upwardly B) Diagonally C) Informally D) Vertically E) Horizontally Answer: E Explanation: E) Horizontal communication flows between departments to help employees share information, coordinate tasks, and solve complex problems. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

21) Which of the following can best be described as recognizing information needs, locating and evaluating reliable sources of information, organizing information into cohesive messages, and using information ethically? A) Formal communication B) Workplace proficiency C) Digital information fluency D) Positive work relationships E) Social communication models Answer: C Explanation: C) Employers expect you to be able to recognize information needs, locate and evaluate reliable sources of information, organize information into cohesive messages, and use information ethically, often referred to as digital information fluency. Difficulty: Difficult LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 22) Which of the following is the term for a combination of skills that includes social skills and the ability to relate to the needs of others? A) Etiquette B) Emotional intelligence C) Informal communications D) Formal communications E) Critical thinking Answer: B Explanation: B) This ability to read other people's emotions accurately and to manage one's own emotions in productive ways is called emotional intelligence. The ability to relate to the needs of others is a key part of emotional intelligence and is widely considered to be a vital characteristic of successful managers and leaders. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

23) How can communicators ensure they are using an audience-centered approach to their communication? A) Incorporate a strong sense of etiquette B) Send the message through several communication channels C) Develop the message in a way that is meaningful to the audience D) Provide instructions to the audience on how to decode the message E) Create communication barriers for all information other than that which you are conveying Answer: C Explanation: C) An audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 24) In the formal communication network, what type of communication path is used when information flows from leadership to employees? A) Upward B) Horizontal C) Vertical D) Downward E) Multidirectional Answer: D Explanation: D) Downward communication flows from executives to employees, conveying executive decisions and providing information that helps employees do their jobs. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

25) Which of the following is one way employees can practice the "you" attitude in their communication efforts? A) Explain their educational background and expertise B) Include a great amount of detailed background information C) Avoid digital forms of a message whenever possible D) Assume the audience has a high degree of emotional intelligence E) Learn as much as possible about the audience's biases and style Answer: E Explanation: E) When adopting the "you" attitude, learn as much as possible about the biases, education, age, status, style, and personal and professional concerns of your receivers. If you're addressing people you don't know and you're unable to find out more about them, try to project yourself into their position by using common sense and imagination. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 26) Which of the following is a vital element of audience-centered communication? A) Professional etiquette B) Bias C) Emotional intelligence D) The "you" attitude E) Ethics Answer: A Explanation: A) A vital element of audience-centered communication is etiquette, the expected norms of polite behavior in any particular situation. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 27) Which of the following is an expected behavior on the job? A) Using text messaging whenever possible B) Communicating ethically C) Saving time by limiting research sources D) Ensuring others are listening to what you have to say E) Using text language and shortened forms of grammar and spelling whenever possible Answer: B Explanation: B) Communicating ethically, even when choices aren't crystal clear or you have to share news that people don't want to hear, is expected of all employees. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 12 Copyright © 2021 Pearson Education, Inc.

28) Which of these skills is used to evaluate evidence completely and objectively in order to make sound recommendations? A) Decoding skills B) Professionalism C) Critical thinking D) Persuasive arguments E) A formal communication network Answer: C Explanation: C) Critical thinking is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 29) Adopting the "you" attitude is part of developing an audience-centered approach to communication. Answer: TRUE Explanation: An audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. This approach is also known as adopting the "you" attitude, in contrast to messages that are about "me." Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 30) Critical thinking includes using time management skills and accepted standards of texting and instant messaging language. Answer: FALSE Explanation: Critical thinking is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

31) Why is communication important to professionalism? Answer: Professionalism is the quality of performing at a high level with purpose and pride. Professionals do more than put in the hours and collect a paycheck; instead, they go beyond minimum expectations and commit to making meaningful contributions. Without strong communication skills, you won't be able to perform to your potential and others won't recognize you as the professional you aspire to be. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 32) Discuss professionalism and explain the six distinct traits of a professional. Answer: Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. It means doing more than putting in the hours and collecting a paycheck: True professionals go beyond minimum expectations and commit to making meaningful contributions. Professionalism can be broken down into six distinct traits: striving to excel, being dependable and accountable, being a team player, demonstrating a sense of etiquette, making ethical decisions, and maintaining a positive outlook. Difficulty: Difficult LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 33) Discuss the range of communication tasks that employers expect you to be competent at. Answer: Today's employers expect you to be competent at a range of communication tasks that reflect the value of communication. First, employers expect you to be able to acquire, process, and share information based on the information needs of the audience, and use that information ethically. Second, employers expect you to use communication to foster positive working relationships by practicing listening, etiquette, respectful conflict resolution, and communication with those of diverse backgrounds. Third, employers expect you to act responsibly and professionally on social media and other public venues, and to follow accepted standards of grammar, spelling and quality in writing and speaking. Fourth, employers expect efficiency in using tools they provide. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

34) Discuss how the "you" attitude reinforces an audience-centered approach to communication. Answer: An audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. This approach is also known as adopting the "you" attitude, where you is the person receiving the message, in contrast to messages that are about me as the sender. Learn as much as possible about the beliefs, education, status, communication style, and personal and professional concerns of your readers and listeners. Relating to the needs of others is a key part of emotional intelligence, the ability to read other people's emotions accurately and to manage one's own emotions in productive ways. The more you know about the people you're communicating with, the easier it will be to focus on their needs—which, in turn, will make it easier for them to hear your message, understand it, and respond positively. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Application AACSB: Written and oral communication, Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 35) When someone is deciding how to express an idea, which stage of the communication model are they engaging in? A) Identifying the motivation for the idea B) Transmitting the message through a channel C) Understanding how the audience will respond to the message D) Encoding the idea as a message E) Producing the message in a transmittable medium Answer: D Explanation: D) When someone puts an idea into a message—the "container" for an idea—he or she is encoding it, or expressing it in words or images. Difficulty: Easy LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

36) Which of the following is one of the goals of the sender when thinking about how an audience might respond to the message? A) The receiver will provide verbal feedback. B) The receiver will be able to encode the message. C) The message can be transmitted through several channels. D) Technology will be used to improve the downward communication process. E) The receiver will be motivated to respond. Answer: E Explanation: E) By crafting messages in ways that show the benefits of responding, senders can increase the chances that recipients will respond in positive ways. Whether a receiver responds as the sender hopes depends on the receiver remembering the message long enough to act on it, being able to act on it, and being motivated to respond. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 37) What is a communication medium? A) The form a message takes B) The appropriate length of a message C) The communication channel used D) The number of potential distractions a message might encounter E) The identification of the audience preference in receiving messages Answer: A Explanation: A) The distinction between medium and channel can get a bit murky, but think of the medium as the form a message takes (such as a Twitter update) and the channel as the system used to deliver the message (such as a mobile phone). Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

38) Why is it valuable to get feedback from audience members after they receive a message? A) To ensure the verbal and nonverbal messages are consistent B) To help the audience remember the message C) To evaluate the effectiveness of the message D) To determine if the audience is motivated to respond E) To ensure the message was decoded correctly Answer: C Explanation: C) In addition to responding (or not responding) to the message, audience members may give feedback that helps the sender evaluate the effectiveness of the communication effort. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 39) Which of the following is a type of communication barrier that could result from multitasking? A) Channel breakdowns B) Digital fluency C) Critical thinking D) Distractions E) Lateral communication Answer: D Explanation: D) The common habit of multitasking—attempting more than one task at a time— is practically guaranteed to create communication distractions. Multitasking dramatically increases the workload on your brain because you're forcing it to constantly switch between sets of rules and contexts, which require it to reorient each time. Difficulty: Easy LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

40) Which of the following is one way an employee can minimize distractions created by incoming messages? A) Respond to the message as soon as it is received B) Delete all messages older than two weeks C) Use short text messages whenever possible D) Respond only to messages where you are the intended audience E) Set aside specific times to deal with messages Answer: E Explanation: E) Set aside time to attend to messages all at once so that you can focus the rest of your work time on other tasks. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 41) Which of the following best describes the ability to focus on a subset of incoming stimuli while ignoring others? A) Selective attention B) Distraction C) Channel breakdown D) Multitasking E) Communication barriers Answer: A Explanation: A) One of the mind's defenses against the barrage of messages and noise is selective attention, which is focusing on a subset of the incoming stimuli or information sources and ignoring others. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

42) Which of the following is one way to help the audience notice your message? A) Use the same delivery channel every time B) Use images and designs your audience is familiar with C) Design the message to be viewed on one specific device D) Embed links to more detailed discussions about your topic E) Address the audience's needs before your own Answer: B Explanation: B) Use words, images, and designs that are familiar to your audience to emphasize familiarity. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 43) Which of the following is a good way to demonstrate empathy when crafting a message? A) Address the sender's needs B) Send the message using multiple channels C) Address the audience's needs D) Use unfamiliar and unique images E) Tell the audience why they should care Answer: C Explanation: C) Make sure your messages speak to the audience by clearly addressing their wants and needs—not yours. People are inclined to notice messages that relate to their individual concerns. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

44) In the communication process model, ________ describes the step in which the audience extracts the idea from a message. A) processing B) encoding C) translating D) decoding E) transmitting Answer: D Explanation: D) A received message doesn't "mean" anything until the recipient decodes it and assigns meaning to it, and there is no guarantee the receiver will assign the same meaning the sender intended. Decoding is the act of interpreting the message, of changing it from a set of symbols to a form that the human brain can understand. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 45) How can a writer increase the chance that a message will be remembered and retrieved by the receiver? A) Make the message interactive and conversational B) Be sensitive to the audience's wants and needs C) Use social media to share the message D) Invite the audience to participate in the conversation E) Develop the message using a broadcasting mindset Answer: B Explanation: B) In general, people find it easier to remember and retrieve information that is important to them personally or professionally. Consequently, by communicating in ways that are sensitive to your audience's wants and needs, you greatly increase the chance that your messages will be remembered and retrieved. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

46) Which of the following describes an interactive, conversational, and open process that allows all who wish to participate in a conversation to do so? A) Publishing B) Diagonal flow of communication C) Social communication model D) Digital literacy E) "You" attitude Answer: C Explanation: C) The social communication model of business communication is interactive, conversational, and usually open to all who which to participate. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 47) Which of the following is one of the ways businesses utilize the social communication model? A) Transmitting fixed messages about a brand B) Limiting access to stakeholders C) Incorporating a "we talk, you listen" model D) Giving customers a voice they did not have in the past E) Allowing information to flow from the top of the organization Answer: D Explanation: D) Audience members are no longer passive recipients of messages but active participants in a conversation. Social media have given customers and other stakeholders a voice they did not have in the past. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications

48) Which of the following is a disadvantage of the social communication model? A) Information flows in one direction B) User needs cannot be addressed quickly C) Excessive costs D) The incorporation of hybrid approaches E) Potential for information overload Answer: E Explanation: E) With the social model of communication, there are more communication channels to monitor, more work is needed to separate valuable information from noise, there is a greater risk of the spread of false information, and there is a greater threat of information overload. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications 49) A potential disadvantage of the social communication model is that any stakeholder can shape public perceptions in significant and unanticipated ways. Answer: TRUE Explanation: Today, more stakeholders have a say in the conversation via social media, and they can use the power of the crowd to shape public perceptions in significant ways, such as arranging boycotts of companies whose policies they disagree with or influencing where and how companies advertise. Messages can be amplified, distorted, or misused in ways the original sender never envisioned. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 50) If a message is fact-based, it will not be interpreted based on culture or personal beliefs. Answer: FALSE Explanation: Assigning meaning through decoding is a highly personal process influenced by culture, individual experience, learning and thinking styles, ego, hopes, fears, beliefs, and even temporary moods. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

51) Filters, which are human or technological interventions between the sender and the receiver, can block or distort messages. Answer: TRUE Explanation: Messages can be blocked or distorted by filters, which are any human or technological interventions between the send and the receiver. Filtering can be both intentional (such as automatically filing incoming messages based on sender or content) or unintentional (such as an overly aggressive spam filter that blocks legitimate emails). Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 52) The only thing a person needs to receive a message is technical compatibility with the person who is sending the message. Answer: FALSE Explanation: Before someone can receive a message, he or she must sense it, select it, and then perceive it as a message. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 53) The more shared experiences (personal, professional, and cultural) the sender has with an audience, the more likely it is that the audience will understand the intended meaning of the message. Answer: TRUE Explanation: In general, the more experiences you share with another person, the more likely you are to share your perceptions of the world and therefore arrive at the same meanings for a given message. Careful audience analysis helps you understand how much of this overlap you have with your readers or listeners. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

54) Describe the eight steps in the basic communication model. Answer: 1. The sender has an idea. Whether a communication effort will ultimately be effective depends on the nature of the idea and the motivation for sending it. 2. The sender encodes the idea as a message. When someone puts an idea into a message, he or she is encoding it, or expressing it in words or images. 3. The sender produces the message in a transmittable medium. With the appropriate message to express an idea, the sender now needs a communication medium to present that message to the intended audience. 4. The sender transmits the message through a channel. The channel is the system used to deliver the message (such as a mobile phone). 5. The audience receives the message. If the channel functions properly, the message reaches its intended audience. However, mere arrival at the destination is no guarantee that the message will be noticed or understood correctly. 6. The audience decodes the message. After a message is received, the receiver needs to extract the idea from the message, a step known as decoding. 7. The audience responds to the message. Whether a receiver responds as the sender hopes depends on the receiver (a) remembering the message long enough to act on it, (b) being able to act on it, and (c) being motivated to respond. 8. The audience provides feedback to the sender. In addition to responding (or not responding) to the message, audience members may give feedback that helps the sender evaluate the effectiveness of the communication effort. Difficulty: Difficult LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 55) Discuss two disadvantages of the social communication model. Answer: Now that more stakeholders have a say in the conversation via social media, they can use the megaphone power of the crowd to shape public perceptions in significant ways, such as arranging boycotts of companies whose policies they disagree with or influencing where and how companies advertise. A second potential disadvantage of the social model is complexity. Companies and individuals have access to more information than ever before, which is both positive and negative. On the negative side, there are more communication channels to monitor, more work is needed to separate valuable information from noise, there is a greater risk of the spread of false information, and there is a greater threat of information overload. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

56) Describe four common types of communication barriers. Answer: Four common types of communication barriers are noise and distractions, competing messages, filters, and channel breakdowns. Noise and distractions can be both physical and emotional and are especially common due to the widespread habit of multitasking. Competing messages make it difficult to gain and keep your audience's attention and can result in information overload, which makes it difficult to distinguish between useful and useless information and increases workplace stress. Messages can be blocked or distorted by filters, which are any human and/or technological interventions between the sender and the receiver. Filtering can be intentional or unintentional. Finally, channel breakdowns occur when the channel you select fails to deliver your message at all. Difficulty: Difficult LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 57) Information overload is A) a condition caused by receiving more information than can be effectively processed. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high-tech jobs. D) a condition where information tools can waste as much time as they save. E) an accepted aspect of mobile technology. Answer: A Explanation: A) The overuse or misuse of communication technology can lead to information overload, in which people receive more information than they can effectively process. Information overload makes it difficult to discriminate between useful and useless information, lowers productivity, and amplifies employee stress both on the job and at home. Information overload has nothing to do with fear of technology. Anyone who uses a computer, a smart phone, or other advanced gadget is susceptible to information overload. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

58) Which of the following is an example of a potential benefit that technology brings to business communication? A) People take more time in crafting clear and persuasive messages. B) Barriers can be created to limit participation in the process. C) Information overload is reduced through information filtering. D) Creating and consuming messages can require less time and effort. E) Complex sets of data need less explanation. Answer: D Explanation: D) There are five key areas of benefits technology brings to the communication process. One of those is that technology makes communication more efficient by reducing the time and effort needed to create, transmit, and consume messages. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 59) Which of the following describes how to use technology effectively in the communication process? A) As an aid to making communication more efficient B) As a replacement for face-to-face communication C) As a tool to replace essential skills D) As a source of data to minimize human error E) A tool to fill the gaps in a skill set Answer: A Explanation: A) Technology makes communication more efficient by reducing the time and effort needed to create, transmit, and consume messages. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

60) Which of the following best describes the information technology paradox? A) The generation that created technology is least likely to use it correctly. B) Information tools can waste as much time as they save. C) The more an organization spends on technology the more profitable it will be. D) The more technology is used to communicate, the stronger personal relationships become. E) Technology is now the most efficient method in managing text-heavy communications. Answer: B Explanation: B) Facebook, Twitter, YouTube, and other technologies are key parts of what has been called the information technology paradox, in which information tools can waste as much time as they save. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 61) Which of the following can improve real-time collaboration within an organization? A) Neural networks B) Networks running from a fixed location C) Machine learning D) Computer vision E) Internal social networks Answer: E Explanation: E) Many companies now have private, internal social networks that are restricted to employees and selected business partners. These private systems are often enhanced with shared file access, group messaging, and real-time collaboration capabilities for brainstorming, reviewing and revising documents and virtual meetings. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Application AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

62) Which of the following is a potential challenge while using mobile communication technologies? A) Businesses have many more apps for collaboration and problem diagnosis. B) Employers expect increased productivity and availability. C) Reading and writing on small screens is more difficult. D) Smartphones are more private than computers. E) Intelligent communication technology can replace the need for face-to-face communication. Answer: C Explanation: C) Documents that are easy to read on paper or on large screens can become quite difficult to read on a smartphone and the more difficult the reading experience the more likely that readers will misinterpret the message or simply stop reading. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Application AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 63) Which of the following best describes how intelligent communication technology (ICT) is used in contemporary communication? A) Using artificial intelligence to determine the most practical outcomes to a problem B) Using artificial intelligence to enhance the communication experience C) The ability to allow artificial intelligence to modify your writing and design experience D) The ability to use artificial intelligence to make devices smaller and more portable E) The ability to use artificial intelligence to access a company's information networks Answer: B Explanation: B) ICT uses artificial intelligence to enhance the communication experience. Forms of AI are used extensively in business and business communication and firms such as Amazon, Apple, Facebook, and Google already rely on AI to deliver their services. Difficulty: Difficult LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

64) Which of the following AI methods emulates information processing in the brain? A) Neural networks B) Strong AI C) Narrow AI D) Processors E) Deep learning Answer: A Explanation: A) An AI method involving neural networks emulates the function of neurons in the brain, and makes AI much more powerful. Difficulty: Difficult LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Synthesis AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 65) Which of the following is a potential advantage of improved mobile tools for the workplace? A) Increased security controls B) More ethical communication C) Standardized writing D) Minimized distractions E) Enhanced productivity Answer: E Explanation: E) Mobile tools can enhance productivity and collaboration by making it easier for employees to stay connected and giving them access to information and work tasks during forced gaps in the workday or while traveling. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

66) When used well, communication technology can A) increase expertise in an organization. B) limit crisis communication. C) reduce time needed for research. D) improve decision making and problem solving. E) decrease corporate security issues. Answer: D Explanation: D) Mobile connectivity can accelerate decision making and problem solving by putting the right information in the hands of the right people at the right time. Difficulty: Difficult LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 67) Which of the following gives computers the ability to understand unpredictable language, based on the way humans speak and write? A) Computer vision B) Machine learning C) Natural language processing D) Narrow AI E) Deep learning Answer: C Explanation: C) Natural language processing gives computers the ability to understand language in the often-unpredictable, or "natural", ways humans speak and write and to manipulate language in useful ways. This converts speech to text, analyzing text to extract intended meaning, and generates written or oral output. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

68) Which of these is one of the potential benefits of communication technology? A) Removing the need to carefully craft messages which will be sent on mobile devices B) Assisting in the decision-making process by guiding communicators through complex sets of data C) Controlling operating costs through the use of nontraditional work models D) Eliminating the need for traditional standards of grammar, punctuation, and spelling when writing messages E) Minimizing device size and increasing portability Answer: B Explanation: B) Technology brings a wide variety of benefits to business communications, including assisting communicators with decision-making by guiding them through complex sets of data and improving research tools so information can be applied. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 69) You can help to reduce information overload if you avoid sending unnecessary messages. Answer: TRUE Explanation: As a sender, you can reduce information overload by making sure you don't send unnecessary messages. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 70) Technology increases the number of communication barriers, limiting the number of people who can participate in the communication process. Answer: FALSE Explanation: Technology brings a wide variety of benefits to business communication and can remove communication barriers so more people can participate in the communication process more easily. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

71) Technology should be considered an aid to communication, not a replacement for it. Answer: TRUE Explanation: Any technology is simply a tool, a means by which you can accomplish certain tasks. Technology is an aid to communication, not a replacement for it, and it can get in the way if not used thoughtfully. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 72) How can the overuse or misuse of communication technology become a barrier to effective communication? Answer: The overuse or misuse of communication technology can lead to information overload, in which people receive more information than they can effectively process. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications 73) How can mobile connectivity become an essential part of the digital workplace? Answer: Mobile connectivity can give workers and companies greater flexibility, enhance productivity and collaboration, and create more-engaging experiences for customers and other users. Rather than being an accessory to a traditional computer, mobile devices are now the primary interface that connects employees to the company's information networks. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Application AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications

74) Which of the following is another name for the accepted principles of right and wrong that govern decision making and action within a culture? A) Leadership B) Transparency C) Ethics D) "You" attitude E) Emotional intelligence Answer: C Explanation: C) Ethics are the accepted principles of right and wrong that govern decision making and action within a culture. Ethical behavior is a companywide concern, but because communication efforts are the public face of a company, they are subjected to particularly rigorous scrutiny from regulators, legislators, investors, consumer groups, environmental groups, labor organizations, and anyone else affected by business activities. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 75) What is the concept of communicating openly to give all participants access to the information they need to accurately process the messages they receive? A) Stealth marketing B) Ethical dilemma C) Promotional communication D) Ethical auditing E) Transparency Answer: E Explanation: E) The widespread adoption of social media has increased the attention given to the issue of transparency, which in this context refers to a sense of openness and giving all participants in a conversation access to the information they need to accurately process the messages they are receiving. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

76) Which of the following represents a decision scenario in which the alternatives are not clearcut, such as when someone is forced to choose between two options that are both ethical and valid? A) An ethical dilemma B) Transparency C) An ethical lapse D) Stealth marketing E) An ethics audit Answer: A Explanation: A) An ethical dilemma involves choosing among alternatives that aren't clear-cut. Perhaps two conflicting alternatives are both ethical and valid, or perhaps the alternatives lie somewhere in the gray area between clearly right and clearly wrong. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 77) Which of the following can help employees determine the right course of action to take in an ethical dilemma? A) Intelligent communication technology B) Promotional communication C) A code of ethics D) Transparency E) Empowerment Answer: C Explanation: C) Many companies establish an explicit ethics policy by using a written code of ethics to help employees determine what is acceptable. A code is often part of a larger program of employee training and communication channels that allow employees to ask questions and report instances of questionable ethics. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

78) Why are bloggers legally required to let readers know if companies have compensated them for product reviews? A) To prevent plagiarizing information provided by bloggers B) To ensure no copyright laws were violated C) To maintain the privacy needs of the blogger D) To promote transparency and ethics in social media reviews E) To increase the instances of ethical dilemmas between the blogger and the organization Answer: D Explanation: D) The widespread adoption of social media has increased the attention given to the issue of transparency, which in this context refers to a sense of openness and giving all participants in a conversation access to the information they need to accurately process the messages they are receiving. These laws address such issues as product reviews written by bloggers who receive compensation from the companies involved, false and deceptive advertising, misleading or inaccurate labels on product packages, and bait-and-switch tactics. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 79) Which of the following includes patents, copyrighted material, and trade secrets? A) Contracts B) Stealth marketing C) Ethics audits D) Transparency E) Intellectual property Answer: E Explanation: E) In an age when instant global connectivity makes copying and retransmitting electronic files effortless, the protection of intellectual property has become a widespread concern. Intellectual property (IP) includes patents, copyrighted materials, trade secrets, and even Internet domain names Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

80) Which type of communication includes false statements others that damage character or reputation? A) Defamation B) Transparency C) Intellectual D) Promotional E) Stealth Answer: A Explanation: A) Negative comments about another party raise the possibility of defamation, the intentional communication of false statements that damage character or reputation. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 81) When governments work to ensure consumers know who is behind the information they receive through social media, what is the government promoting? A) Native advertising B) Transparency C) Compensation for reviews D) Intellectual property rights E) Libel Answer: B Explanation: B) Governments around the world are taking steps to help ensure that consumers and other parties know who is behind the information they receive, particularly when it appears online. This is done through transparency requirements and laws. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

82) Which of the following refers to advertising material designed to look like regular news stories or articles? A) Transparency B) Stealth marketing C) Deep fakes D) Distortion E) Native advertising Answer: E Explanation: E) Native advertising, also known as sponsored content, is advertising material that is designed to look like regular news stories, articles, or social media posts. This must be labeled as sponsored content if it is likely to mislead consumers into thinking it is anything other than an ad. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 83) Which of the following best describes plagiarism? A) Legal protection for creative products B) Using deceptive sound and video files as proof C) Flexibility in the use of others' creative work D) Presenting someone else's words or creative product as your own E) Creating material that is designed to look like a regular news story or ad Answer: D Explanation: D) Plagiarism is presenting someone else's words or other creative products as your own. Plagiarism can be illegal if it violates a copyright, which is a legal form of protection for the originator of the content. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

84) Product designs, patents, and logos are a subset of intellectual property known as A) promotional products. B) bait-and-switch property. C) industrial property. D) endorsed products. E) workplace hazards. Answer: C Explanation: C) Intellectual property includes copyrighted materials as well as industrial property such as patents, product designs, and logos. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 85) When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse. Answer: FALSE Explanation: When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical dilemma not an ethical lapse. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 86) Ethical communication is true in every sense and includes all relevant information. Answer: TRUE Explanation: Ethical communication includes all relevant information, is true in every sense, and is not deceptive in any way. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

87) Discuss three areas of unethical communications. Answer: Unethical communication can take several forms: withholding information, distorting information, and plagiarizing. Plagiarism is presenting someone else's words or other creative product as your own. Information is essential if your audience needs it to make an intelligent, objective decision. Withholding information is unethical and could also be illegal in certain circumstances. The third type of unethical communication is distorting information, which is distorting or hiding the true intent of someone else's words. Difficulty: Difficult LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Synthesis AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 88) Briefly explain the difference between an ethical dilemma and an ethical lapse. Answer: You face an ethical dilemma when you must choose between two or more conflicting alternatives that are not completely right or completely wrong. An ethical lapse, on the other hand, occurs when you make a choice that is clearly unethical and or illegal. An ethical dilemma can lead to an ethical lapse but doesn't necessarily do so. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 89) Discuss plagiarism and how to ensure it does not occur. Answer: Plagiarism is presenting someone else's words or other creative product as your own. Plagiarism can be illegal if it violates a copyright which is a form of legal protection for the originators of creative content. Plagiarism standards and copyright law does not mean you can never use someone else's work. However, you must use it ethically and legally, including properly documenting your sources, clearly labeling anyone else's words and images as theirs, and using only minor portions, such as brief quotations. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

90) Which of the following is likely to be the single most important asset you can polish as you begin your career? A) Social responsibility B) Communication skills C) Collaboration D) Data literacy E) Information technology Answer: B Explanation: B) Communication skills are the single most important asset you can polish as you launch and manage your career. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 91) Which of the following can be used to define and solve problems and make decisions or form judgements about a situation or set of circumstances? A) Critical thinking B) Deep learning C) Ethical dilemma D) Transparency E) Intellectual property Answer: A Explanation: A) Experts say that critical thinking is one of the skills that are vital for success in tomorrow's workplace. In many of the assignments and activities, you will need to define and solve problems and make decisions or form judgments about a situation or set of circumstances using critical thinking skills. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

92) In addition to communication skills, which of the following do experts say are vital for success in tomorrow's workplace? A) Brainstorming B) AI C) Channeling D) Providing feedback E) Critical thinking Answer: E Explanation: E) Experts say that critical thinking is one of the skills that are vital for success in tomorrow's workplace. In many of the assignments and activities, you will need to define and solve problems and make decisions or form judgments about a situation or set of circumstances using critical thinking skills. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 93) Which of the following includes the ability to access, interpret, manipulate, and communicate data? A) AI B) Information technology C) Word processing D) Data literacy E) Social responsibility Answer: D Explanation: D) There will be many opportunities to fine-tune data literacy skills, which include the ability to access, assess, interpret, manipulate, summarize, and communicate data. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

94) Which of the following skills involves completing projects and activities using wordprocessing apps, spreadsheets, presentation software, and AI tools? A) Knowledge application and analysis B) Ethical lapse C) Information technology skills D) Collaboration E) Social responsibility Answer: C Explanation: C) Information technology skills allow students to work on projects and activities that build skills with technology including work-processing apps, spreadsheets, presentation software, messaging systems, and AI tools. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 95) Which of the following best describes the ability to learn a concept in class, and then apply that knowledge to the job? A) Deep knowledge B) Knowledge application and analysis C) Critical thinking D) Data literacy E) Collaboration Answer: B Explanation: B) Knowledge application and analysis is the ability to learn a concept and then apply that knowledge to other challenges. This is a skill that employers value highly. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

96) Which of the following best describes the process of working with others to achieve a goal? A) Ethics B) Promotional communication C) Transparency D) Social responsibility E) Collaboration Answer: E Explanation: E) During your education, you will have various opportunities to work with classmates on reports, presentations, and other projects using the process of collaboration. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 97) Knowledge application is used to define and solve problems, and make decisions about a situation or set of circumstances. Answer: FALSE Explanation: Critical thinking is used in the process of defining and solving problems and making decisions and forming judgments about a situation or set of circumstances. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 98) Data literacy is the ability to use technology such as word-processing, spreadsheets and presentation software. Answer: FALSE Explanation: Data literacy is the ability to access, assess, interpret, manipulate, summarize, and communicate data. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

99) Employers highly value the ability to apply a learned concept to other challenges on the job. Answer: TRUE Explanation: Knowledge application and analysis is the ability to learn a concept and then apply that knowledge to other challenges, and this is a skill that is highly valued by employers. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 100) Identify skills in addition to communication skills you can learn from this text that experts say will be vital for success in tomorrow's workplace. Answer: Communication skills are the single most important asset you can polish as you launch and manage your career. Additionally, experts say critical thinking, collaboration, knowledge application and analysis, business ethics and social responsibility, information technology and data literacy will be vital for success in tomorrow's workplace. Difficulty: Difficult LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

Business Communication Today, 15e (Bovee/Thill) Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette 1) Which of the following requires working together to meet complex challenges and is a key skill in a wide variety of professions? A) Collaboration B) Committees C) Participative management D) Groupthink E) Norms Answer: A Explanation: A) Collaboration is working together to meet complex challenges and is a prime skill expected in a wide range of professions. It's a virtual guarantee that you will need to collaborate in at least some of your work activities. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 2) In participative management, A) employees are involved in the company's decision-making. B) all top-level managers participate in profit sharing. C) teams are discouraged in favor of individual achievement. D) an authoritarian management model is used. E) all problems are resolved by committee. Answer: A Explanation: A) Participative management's goal is to improve decision-making and efficiency by including employees in the decision-making process. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

3) Which of the following is one of the advantages of using cross-functional teams for problem solving? A) They have a long life span and can become part of the organization. B) The diversity of teams and experiences can lead to better decisions. C) They can lead to increased participative management. D) There can be increased harmony as decisions are simplified. E) There will be clearly developed norms and standards of conduct. Answer: B Explanation: B) Problem-solving teams and task forces assemble to resolve specific issues and then disband when their goals have been accomplished. Such teams are often cross-functional, pulling together people from a variety of departments who have different areas of expertise and responsibility. The diversity of opinions and experiences can lead to better decisions, but competing interests can lead to tensions that highlight the need for effective communication. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 4) Which of the following is one of the disadvantages of teams? A) Protected information and knowledge B) Diversity of views C) Hidden agendas D) Decreased acceptance of a solution E) Lower performance levels Answer: C Explanation: C) Some team members may have a hidden agenda—a private, counterproductive motive, such as a desire to take control of the group, to undermine someone else on the team, or to pursue a business goal that runs counter to the team's mission. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

5) A ________ is a permanent team and typically deals with regularly recurring tasks. A) task force B) work group C) committee D) problem-solving team E) silo Answer: C Explanation: C) Committees are permanent teams that usually have a long life span and deal with regularly recurring tasks. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 6) Which of the following is an informal standard of conduct shared between group members, guiding member behavior? A) Groupthink B) Agenda C) Orientation D) Norm E) Alliance Answer: D Explanation: D) Productive teams tend to develop clear norms, informal standards of conduct that members share and that guide member behavior. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

7) Which type of team member role is most likely to focus on work quality and productivity to help a team reach its goals? A) Team maintenance B) Performing C) Self-oriented D) Diverting E) Task-oriented Answer: E Explanation: E) Task-oriented roles focus on work quality and productivity, getting the team's work done on time and on budget. They can include providing technical expertise, suggesting new ideas, integrating ideas, and keeping the team on schedule. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 8) In addition to functional skills, which of the following does someone who focuses on the team-maintenance role provide for a team? A) Interpersonal and social aspects of teamwork B) Time management skills C) Procedure setting D) Leadership E) Establishing and enforcing roles Answer: A Explanation: A) Team-maintenance roles focus on the interpersonal and social aspects of being on a team, such as enforcing team norms, ensuring that everyone's voice can be heard, encouraging participation, compromising, and mediating in disputes. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

9) Groupthink refers to A) team members supporting decisions they really don't believe in. B) the four-step decision-making process in groups. C) software programs that help groups make decisions. D) the basic rules that underlie a group's behavior and guide the group to make its decisions. E) aligning all schedules and meeting arrangements for the group. Answer: A Explanation: A) Groupthink occurs when peer pressure causes individual team members to withhold contrary opinions and to go along with decisions they don't really believe in. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 10) During which phase of team development do team members discuss their opinions on a topic and become assertive in establishing their roles? A) Forming B) Storming C) Norming D) Performing E) Adjourning Answer: B Explanation: B) In the storming phase, team members begin to discuss their positions and become more assertive in establishing their roles. Disagreements and uncertainties are natural in this phase. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

11) A hidden agenda refers to A) a meeting agenda that is not revealed to others outside the meeting group. B) private, counterproductive motives, which are concealed from the rest of the group. C) an agenda that members must look for before they can attend a meeting. D) an approach to group dynamics that helps facilitate group functioning. E) establishing roles within a group. Answer: B Explanation: B) A hidden agenda is a private, counterproductive plan or motives harbored by one member of the group but unknown to the rest of the group. An example of a hidden agenda would be a team member who conceals his plans to depose the group leader and take over leadership of the group. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Discuss the challenges and importance of business communications 12) Which of the following approaches to conflict will allow all sides to satisfy at least part of their goals and minimize losses for everyone? A) Norming B) Maintenance C) Win-win D) Win-lose E) Lose-lose Answer: C Explanation: C) Destructive conflict can lead to win-lose or lose-lose outcomes, in which one or both sides lose to the detriment of the entire team. If you approach conflict with the idea that both sides can satisfy their goals to at least some extent (a win-win strategy), you can minimize losses for everyone. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

13) Which of the following can be used to establish common ground as a method of conflict resolution? A) Have those involved in the conflict discuss issues on a regular basis. B) Encourage members to get feelings out in the open. C) Move those who have conflicts to other work of the team. D) Determine what everyone agrees on and use that as a foundation for a solution. E) Insist on fair outcomes instead of following the rules. Answer: D Explanation: D) Figure out what everyone does agree on, then use that foundation to build a solution. For example, if people disagree about the team's goals, dig deeper and find out if they agree about the company's overall goals and strategies. If they agree at that level, you can use that to launch a discussion about how to shape team goals that support the company's goals. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 14) ________ refers to working together to meet complex challenges. A) Professionalism B) Collaboration C) Groupthink D) Psychological safety E) Task orientation Answer: B Explanation: B) Collaboration (working together to solve complex problems) is an essential skill for knowledge workers in every profession. Difficulty: Easy LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

15) ________ refers to the interactions and processes that take place among the members of a team. A) Group dynamics B) Process reconciliation C) Collaboration D) Norming E) Content management Answer: A Explanation: A) Group dynamics comprise the interactions and processes that take place among the members of a team. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 16) ________ are informal standards of conduct that members share and that guide member behavior. A) Norms B) Accommodations C) Unified communications D) Networks E) Workflows Answer: A Explanation: A) Productive teams tend to develop clear norms, which are informal standards of conduct that members share and that guide the behavior of the team's members. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 17) Conflict between persons or groups in an organization is always destructive and must be avoided at all costs. Answer: FALSE Explanation: Conflict can be constructive or destructive. If conflict serves to bring critical team issues and concerns to light, it is considered constructive. If for any reason conflict diverts the team from its objectives, it is termed destructive. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 8 Copyright © 2021 Pearson Education, Inc.

18) Conflict can be a constructive part of teamwork. Answer: TRUE Explanation: Although the term conflict sounds negative, conflict isn't necessarily bad. Conflict can be constructive if it forces important issues into the open, increases the involvement of team members, and generates creative ideas for solving a problem. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 19) Task-orientated roles focus on work quality and productivity and can include technical expertise, integrating diverse ideas, and keeping the team on schedule. Answer: TRUE Explanation: Task-oriented roles focus on work quality and productivity, getting the team's work done on time and on budget. They can include providing technical expertise, suggesting new ideas, integrating diverse ideas, exploring options, and keeping the team on schedule. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 20) Briefly explain why the ability to work effectively in teams is so important in business. Answer: Companies look for employees who work well in teams for a number of reasons, but primarily because successful teams improve productivity, creativity, employee involvement, and even job security. Teams also involve employees in company decision-making through participative management. Difficulty: Difficult LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

21) Identify five steps that can be used to overcome the inherent limitations of virtual collaboration. Answer: 1. Keep teams as small as possible. Virtual teams can run into trouble if their size grows past 10 or so people. 2. Use the best collaboration technology available. The tools can range from simple text messaging to elaborate collaboration platforms. 3. Clarify the purpose of each tool. Make sure that each kind of communication is conveyed via one designated channel. 4. Take special care with isolated members. If most of the team is co-located and a few members are remote, assign responsibility to someone in the local team for keeping remote members in the loops. 5. Don't rely solely on written communication. Phone or initiate video chats to maintain a more personal connection. Difficulty: Difficult LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 22) Which of the following best describes full collaboration within a team? A) Working together from planning to final production B) Proofreading each other's work C) Revising the work of another writer D) Providing a general review of the leader's work E) Ensuring technical accuracy of a technical writing piece Answer: A Explanation: A) Full collaboration involves working together from planning the message to final production. This sort of partnership can bring together a diverse range of talents, insights, and experiences. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

23) Which of the following should be the focus of constructive feedback? A) Ensuring each task is moving as expected B) Reviewing the process and outcomes of communication, rather than personal failings C) Mapping out how the work will be done D) Determining each group members strengths before assigning tasks E) Identifying the best tools to use in order to complete the project Answer: B Explanation: B) Collaborative communication often involves giving and receiving feedback about writing efforts. Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 24) Which of the following can be used to define how content can be created, edited, and published with features such as version control and workflow? A) Social networks B) Wikis C) Content management systems D) Virtual communities E) Communities of shared practices Answer: C Explanation: C) Content management systems help companies that produce a high volume of digital information for both internal and external distribution. These systems often include features such as version control and workflow features that define how content can be created, edited, and published. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Application AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

25) Which of the following is one of the benefits of using a wiki for collaborative writing? A) Accuracy of material B) Workflow features define how content can be created, edited, and published. C) Unified communication tools can be integrated. D) Anyone with access can add new material and edit existing material. E) Files can only be changed with permission. Answer: D Explanation: D) A key benefit of wikis is the freedom to post new or revised material without prior approval. Anyone with access can add new material or edit existing material. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 26) Which of the following can be used to help teams with scheduling data collections, and other routine chores? A) Communities of practice B) Virtual communities C) Change tracking software D) Chatbots E) Taskbots Answer: E Explanation: E) Taskbots can assist teams with scheduling, data collection, document distribution, and other routine chores to give teams more time to focus on work. Some can guide online discussions and project update meetings. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

27) Which of the following collaboration platforms is used to allow all group members access to the same resources and information, often through the use of intranets or extranets? A) Virtual offices B) Wikis C) Clouds D) Communities of practice E) Unified communications Answer: A Explanation: A) Shared workspaces are online "virtual offices" that give everyone on a team access to the same set of resources and information. You may see some of these workspaces referred to as intranets (restricted-access websites that are open to employees only) or extranets (restricted sites that are available to employees and to outside parties by invitation only). Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 28) When an organization links employees with others who have a similar professional interest, what type of network has been developed? A) Knowledge organization B) Communities of practice C) Intranet D) Multimedia E) Unified Answer: B Explanation: B) Some companies use social networks to form virtual communities or communities of practice that link employees with similar professional interests throughout the company and sometimes with customers and suppliers as well. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

29) Which of the following is the integration of capabilities such as video conferencing, instant messaging, and real-time collaboration software in a single system? A) Fixed web collaboration B) Cloud computing C) Unified communication D) Online brainstorming E) Social networking Answer: C Explanation: C) An important aspect of mobile collaboration and mobile communication in general is unified communication, which integrates such capabilities as voice and video calling, voice and video conferencing, instant messaging, and real-time collaboration software into a single system. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 30) Which of the following is a type of feedback designed to focus on the process and outcome of the communication rather than the people involved? A) Unified B) Destructive C) Parliamentary D) Constructive E) Content Answer: D Explanation: D) Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. Difficulty: Easy LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

31) Which of the following should be the focus of constructive feedback? A) Suggested changes B) Flaws in the writer's arguments C) Providing personal feedback D) General behaviors E) Controllable behavior Answer: E Explanation: E) The writer may not have control over every variable that affected the quality of the message, so focus on those aspects the writer can control. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 32) Writing for websites often involves the use of ________, which organize and control content and support teamwork. A) wikis B) shared workspaces C) word processing software D) content management systems E) chatbots Answer: D Explanation: D) Content management systems organize and control website content and include features that help team members work together on webpages and other documents. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Application AACSB: Information technology Learning Outcome: Plan and prepare business messages

33) When planning collaborative messages, A) determine who will take the lead on each task. B) begin by letting all members "do their own thing" and then seeing what they all produce. C) let all members use their own preferred software. D) make the team as large as possible so that every possible area of expertise will be covered. E) assign sections of the research and writing to each group member at the beginning of the process. Answer: A Explanation: A) When structuring a collaborative writing project, is it important to make sure the projects goals are clear and agreed on, and to map out how the work will be done, including who will take the lead on each tasks. Difficulty: Difficult LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Interpersonal relations and teamwork Learning Outcome: Plan and prepare business messages 34) Social networking technologies can help a company create virtual communities of practice that A) allow employees to develop new workplace skills that replace workgroup messaging systems. B) encourage disgruntled employees to share their frustrations. C) discourage socializing so that individual employees can get their work done. D) link employees to others with similar professional interests throughout the organization. E) share information with employees and selected outside parties by invitation only. Answer: D Explanation: D) Some companies use social networking technologies to create virtual communities of practice that link employees with similar professional interests throughout a company; they sometimes link employees with customers and suppliers, as well. Sites such as LinkedIn and Xing link people together in a particular business community. For example, professional orchestra musicians may keep in touch with one another and the trends and opportunities in their vocation through LinkedIn, monitoring such things as job opportunities, concert schedules, and gossip on their virtual community. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

35) Which of the following delivers criticism with no guidance to stimulate improvement? A) Intuitive feedback B) Circular feedback C) Open feedback D) Destructive feedback E) Constructive feedback Answer: D Explanation: D) Constructive feedback focuses on the process and outcomes of communication. In contrast, destructive feedback delivers criticism without any information about what went wrong or how to improve. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 36) An important aspect of mobile communication in the workplace is ________, which integrates voice, video, instant messaging, and real-time collaboration into a single system. A) constructive feedback B) unified communication C) the silo effect D) use of wikis E) virtual teaming Answer: B Explanation: B) Unified communication, which integrates voice and video calling/conferencing, instant messaging, and real-time collaboration software in a single system, can improve response times, productivity, and collaboration efforts. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 37) The outcome of collaborative writing is usually inferior to what a single individual can produce. Answer: FALSE Explanation: The collective energy and expertise of the various team members can produce results that transcend what each individual could do alone. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Plan and prepare business messages 17 Copyright © 2021 Pearson Education, Inc.

38) Mobile devices aren't particularly useful for collaborative writing and other workplace communication projects. Answer: FALSE Explanation: Mobile devices add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 39) When receiving constructive feedback, you should always defend your work to maintain your professional credibility. Answer: FALSE Explanation: When you receive constructive feedback, resist the understandable urge to defend your work or deny the validity of the feedback. Good feedback provides a valuable opportunity to learn and to improve the quality of your work. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 40) Destructive feedback should focus criticism on the process and outcomes. Answer: FALSE Explanation: Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. In contrast, destructive feedback delivers criticism with no guidance to stimulate improvement. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

41) Discuss the concept of unified communication as it applies to mobile communication and collaboration. Answer: Today's mobile systems can do virtually everything that fixed-web collaboration systems can do, from writing on virtual whiteboards to sharing photos, videos, and other multimedia files. Therefore, they add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing. Given the flexibility of mobile devices, however, an important aspect of mobile collaboration and communication in general is unified communication, which integrates such capabilities as voice and video calling/conferencing, instant messaging, and real-time collaboration software in a single system. By minimizing or eliminating the need to manage multiple communication systems and devices, unified communication can improve response times, productivity, and collaboration. Difficulty: Difficult LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 42) What is the advantage of building a unified communication system into a mobile collaboration process? Answer: An important aspect of mobile collaboration and mobile communication in general is unified communication, which integrates such capabilities as voice and video calling, voice and video conferencing, instant messaging, and real-time collaboration software into a single system. By minimizing or eliminating the need to manage multiple communication systems and devices, unified communication promises to improve response times, productivity, and collaboration efforts. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

43) How can mobile devices enhance the collaborative writing and project process? Answer: Mobile devices add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing. Today's mobile systems can do virtually everything that fixed-web collaboration systems can do, from writing on virtual whiteboards to sharing photos, videos, and other multimedia files. Mobility lets workers participate in online brainstorming sessions, seminars, and other formal or informal events from wherever they happen to be at the time. This flexibility can be particularly helpful during the review and production stages of major projects, when deadlines are looming and decisions and revisions need to be made quickly. Difficulty: Difficult LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 44) Discuss the difference between constructive and destructive feedback and include suggestions for making feedback more meaningful. Answer: Good feedback provides a valuable opportunity to learn and to improve the quality of your work. Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. In contrast, destructive feedback delivers criticism with no guidance to stimulate improvement. For example, "This proposal is a confusing mess, and you failed to convince me of anything" is destructive feedback. The goal is to be more constructive: "Your proposal could be more effective with a clearer description of the manufacturing process and a well-organized explanation of why the positives outweigh the negatives." When giving feedback, avoid personal attacks and give the person clear guidelines for improvement. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

45) Which of the following should be defined before shaping the direction and content of a meeting? A) Best possible results of the meeting B) Participants C) Venue D) Time E) Agenda Answer: A Explanation: A) Meetings can focus on exchanging information, reaching decisions, or collaborating to solve problems or identify opportunities. Whatever your purpose, define the best possible result of the meeting. Use this hoped-for result to shape the direction and content of the meeting. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 46) Which of the following is an advantage of distributing a written agenda to meeting participants before the meeting takes place? A) They will know if their attendance is important. B) They will better understand the goals of the meeting. C) The discussion is more likely to stay on track. D) There will be increased participation among all attendees. E) Parliamentary procedures will not need to be used or followed. Answer: B Explanation: B) Distribute a carefully written agenda to participants, giving them enough time to prepare as needed. A productive agenda answers three key questions: (1) What do we need to do in this meeting to accomplish our goals? (2) What issues will be of greatest importance to all participants? (3) What information must be available in order to discuss these issues? Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

47) Which of the following is one of the key responsibilities of a meeting leader? A) Offering opinions before allowing others to participate B) Reading the agenda at the meeting C) Keeping the discussion on track D) Limiting participation of members E) Taking minutes of the meeting Answer: C Explanation: C) A good meeting draws out the best ideas and information the group has to offer. Good leaders occasionally need to guide, mediate, probe, stimulate, summarize, and redirect discussions that have gotten off track. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 48) Which of the following procedures can be used to run and maintain order in a formal meeting? A) Cross-functional B) Constructive C) Unified D) Parliamentary E) Fixed Answer: D Explanation: D) The larger the meeting, the more formal you need to be to maintain order. Formal meetings use parliamentary procedure, a time-tested method for planning and running effective meetings. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

49) When acting as a leader of a meeting, how can you contribute to the meeting's progress? A) Avoid using parliamentary procedures B) Offer an opinion prepared on every agenda item C) Ask questions often D) Demonstrate your knowledge of the subject E) Encourage and moderate participation Answer: E Explanation: E) Some people like to think out loud, using discussion to help clarify their own thoughts. Others prefer to finalize their thoughts before speaking. Effective meeting leaders need to accommodate both styles, in addition to making sure that people who may not feel comfortable speaking up or who have been interrupted by more assertive participants have the chance to be heard. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 50) Which of the following is the most important to cover in the close of a meeting? A) Remind participants what follow-up work is needed B) Use a mobile device to send minute notes C) Close out work on unrelated tasks D) Parliamentary procedure guidelines E) Set the date for the next meeting Answer: A Explanation: A) At the conclusion of the meeting, verify that the objectives have been met or arrange for follow-up work, if needed. Summarize the general conclusion of the discussion and any actions that need to be taken. Make sure all participants have a chance to clear up any misunderstandings. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

51) Which of the following can be used by participants to verify key ideas and other information after the close of a meeting? A) Robert's Rules of Order B) Meeting minutes C) An agenda D) Follow-up meetings E) Unified procedures Answer: B Explanation: B) The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 52) Which of the following should be a priority when recording meeting minutes? A) A list of agenda items B) Those who voiced opinions C) Key information and assigned responsibilities D) Identification of those who did not contribute E) Effective use of Robert's Rules of Order Answer: C Explanation: C) The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

53) When preparing for meetings, which of the following will help improve meeting productivity? A) Encouraging participation B) Putting the meeting results to immediate use C) Distributing meeting minutes to participants and other interested parties D) Making sure the meeting is necessary E) Requiring all attendees to participate fully Answer: D Explanation: D) To improve meeting productivity, the leader should prepare carefully be making sure the meeting is necessary, deciding on the purpose, selecting participants carefully, and establishing and distributing a clear agenda. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 54) Which of the following is one of the ways to effectively lead and improve meeting productivity? A) Distribute minutes B) Incorporate technology C) Require all participants to contribute D) Choose the venue and time E) Encourage and moderate participation Answer: E Explanation: E) To lead effectively and participate fully in a meeting, keep the meeting on track, follow agreed-on rules, encourage and moderate participation, participate actively, don't interrupt, use mobile devices respectfully, and close effectively. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

55) Which of the following is one way to put the results of a meeting to effective use? A) Make sure the task assignments are clearly communicated B) Set an agenda C) Keep the meeting on track D) Decide the purpose E) Encourage participation Answer: A Explanation: A) To put the results of a meeting to effective use, task assignments should be clearly communicated and meeting minutes should be distributed to participants and other interested parties. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 56) Which of the following best describes a meeting in which people join in from two or more locations with the aid of communication technology? A) Real-time communication B) Podcast C) Mobile D) Hologram E) Virtual meeting Answer: E Explanation: E) Virtual meetings are meetings in which people join in from two or more locations and connect via some form of communication technology. Such meetings are common in business today, so it's important to know how to run a virtual meeting and how to get the most out of one as a participant. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

57) Which of the following will aid in the effectiveness of a virtual meeting that will cover complex topics, have strong emotional components, or require interactive participation? A) Holograms B) Agendas C) Meeting minutes D) Podcasts E) Video links Answer: E Explanation: E) Teleconferencing is an easy and inexpensive choice that works well for many routine meetings. However, if the meeting will cover complex topics, explore issues with a strong emotional component, or require brainstorming or other interactive participation, some form of video link is highly desirable. Video supports a much wider range of nonverbal communication, and the ability to see one another helps new team members form closer bonds in less time. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 58) During a virtual meeting, which of the following can be done to minimize noise and other distractions? A) Ask participants to mute their audio if they are likely to generate distracting noises for any reason B) Ask each participant if they have questions before moving on to the next agenda item C) Ensure all participants have up-to-date versions of all meeting tools D) Provide study material to every participant one week before the meeting E) Make sure the meeting has a well-defined goal and discourage unrelated tasks Answer: A Explanation: A) Mute your audio input if you need to cough or otherwise make noise. Most systems have a microphone icon or mute button you can press. If you type to take notes, make sure noise from your keyboard won't distract others. If necessary, mute your audio while typing. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

59) The use of parliamentary procedure A) tends to slow meetings down. B) contributes to dissent among participants. C) helps meetings run more smoothly. D) is only useful for meetings with more than a dozen participants. E) is required at every meeting. Answer: C Explanation: C) Parliamentary procedure is a tried-and-true method of running a meeting. Using parliamentary procedure often eliminates conflicts and minimizes resentment and misunderstandings. The advantage of parliamentary procedure is that it is a set of rules that everyone understands to be fair so there are no debates about how to resolve issues. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 60) Meetings that are a waste of time are rare in today's business environment. Answer: FALSE Explanation: As useful as meetings can be, they can be unproductive if they aren't planned and managed well. You can help ensure productive meetings by preparing carefully, conducting meetings efficiently, and using meeting technologies wisely. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Discuss the challenges and importance of business communications 61) Teleconferencing and videoconferencing support a wide range of nonverbal communication. Answer: TRUE Explanation: Teleconferencing is an easy and inexpensive choice that works well for many routine meetings. However, if the meeting will cover complex topics, explore issues with a strong emotional component, or require brainstorming or other interactive participation, some form of video link is highly desirable. Video supports a much wider range of nonverbal communication, and the ability to see one another helps new team members form closer bonds in less time. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

62) Meeting minutes are a summary of important information shared during a meeting and a record of decisions made. Answer: TRUE Explanation: The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Difficulty: Easy LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 63) Discuss four planning tasks when preparing for meetings. Answer: The first step in preparing for a meeting is to make sure the meeting is truly necessary. Second, define the meeting's purpose. Meetings can focus on exchanging information, reaching decisions, or collaborating to solve problems or identify opportunities. Whatever your purpose, define the best possible result of the meeting. Third, select participants for the meeting. The rule here is simple: Invite everyone who really needs to be involved, and don't invite anyone who doesn't. Fourth, choose the venue and the time. Online meetings are often the best way and sometimes the only way to connect people in multiple locations or to reach large audiences. For in-person meetings, review the facility and the seating arrangements. Fifth, set the agenda. The success of a meeting depends on the preparation of the participants. Distribute a carefully written agenda to participants, giving them enough time to prepare as needed A productive agenda answers three key questions: (1) What do we need to do in this meeting to accomplish our goals? (2) What issues will be of greatest importance to all participants? (3) What information must be available in order to discuss these issues? Difficulty: Difficult LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 64) Which of the following is the goal of content listening? A) To evaluate information B) To judge speaking style C) To identify limitations in the communication D) To understand and retain information E) To understand the feelings of the speaker Answer: D Explanation: D) The primary goal of content listening is to understand and retain the information in the speaker's message. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 29 Copyright © 2021 Pearson Education, Inc.

65) Which of the following is one of the goals of critical listening? A) To understand the information B) To retain the information of the speaker's message C) To determine level of expertise D) To understand the speaker's feelings and needs E) To evaluate the strength of the evidence presented Answer: E Explanation: E) The goal of critical listening is to understand and evaluate the meaning of the speaker's message on several levels: the logic of the argument, the strength of the evidence, the validity of the conclusions, the implications of the message, the speaker's intentions and motives, and the omission of any important or relevant points. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 66) What type of listening is best used to understand the speaker's feelings and point of view? A) Empathic B) Content C) Critical D) Active E) Passive Answer: A Explanation: A) The goal of empathic listening is to understand the speaker's feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective. Importantly, this style of listening gives the other person the freedom to share without fear of being judged or evaluated. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

67) Which listening style is being used when making a conscious effort to engage with others and turn off internal filters and biases in order to better understand what the speaker is saying? A) Persuasive B) Active C) Defensive D) Idle E) Ambient Answer: B Explanation: B) Active listening is making a conscious effort to engage with other people and to turn off your internal filters and biases in order to truly hear and understand what they are saying. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 68) Which of the following is an outcome of selective attention? A) Listening with increased attention B) Extensive questions C) Molding messages to fit personal beliefs D) Focusing more intently on the speaker E) Providing meaningful nonverbal feedback Answer: C Explanation: C) Selective attention and perceptual biases can lead listeners to mold messages to fit their own beliefs and conceptual frameworks. Listeners sometimes make up their minds before hearing the speaker's full message, or they engage in defensive listening—protecting their egos by tuning out anything that doesn't confirm their beliefs or their view of themselves. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

69) Which of the following is a technique used by effective listeners to improve the active listening process? A) Passive listening B) Taking as few notes as possible C) Using the same style in all situations D) Staying focused on the speaker and content E) Identifying stylistic differences Answer: D Explanation: D) Effective listeners stay focused on the speaker and the content instead of letting their minds wander and becoming easily distracted or working on unrelated tasks. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 70) Which of the following can be used to improve listening skills? A) Interrupt when you do not understand B) Minimize eye contact to avoid unnerving the speaker C) Multitask to keep your mind active D) Avoid nonverbal feedback E) Ignore stylistic differences and focus on the message Answer: E Explanation: E) An effective listener ignores stylistic differences and focuses on the speaker's message. They do not get distracted by or unduly influenced by stylistic differences and avoid being judgmental. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

71) Which of the following takes place when listeners tune out anything that doesn't confirm their beliefs or their views of themselves? A) Defensive listening B) Emphatic listening C) Content listening D) Critical listening E) Active listening Answer: A Explanation: A) Listeners sometimes make up their minds before fully hearing the speaker's message, or they engage in defensive listening to protect their egos by tuning out anything that doesn't confirm their beliefs or their view of themselves. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 72) Which of the following can help when trying to store information in long-term memory? A) Use passive listening techniques B) Categorize new information into logical groups C) Overlook stylistic differences D) Make distinctions between main points and supporting details E) Look for opportunities to learn Answer: B Explanation: B) To store information in long-term memory, associate new information with something closely related and categorize the new information into logical groups (such as alphabetizing a list of names). Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

73) Which of the following creates a unique challenge to the listening process? A) Flawed recall B) Individual listening styles C) Listeners have to work to retain information. D) Information is evaluated in terms of logical arguments. E) Conversation is consumed as it is created. Answer: E Explanation: E) Conversation is consumed as it is created; you can't scroll back in time like you can with written communication. Difficulty: Difficult LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 74) The most important point to understand about listening is that it is a passive process. Answer: FALSE Explanation: The most important point to understand about listening is that to be effective, it must be an active process. Listening well requires energy, effort, and attention. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 75) The goal of empathic listening is to solve the speaker's problem. Answer: FALSE Explanation: The goal for empathic listening is to let the speaker know that his or her concerns are being heard and appreciated. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

76) Discuss the five elements of active listening. Answer: First, have an open and positive state of mind. Effective listening begins with putting yourself in the right frame of mind, which requires a conscious commitment to the other person and to the time you will be spending. Second, use active engagement. As the discussion moves along, commit to staying engaged, which requires consciously managing your behaviors, thoughts, and emotions. Remember that your brain has excess processing capacity while you're listening, and it will wander off and find new things to think about if you let it. Third, have a respect for silence. Don't automatically speak at the first moment of silence. Sometimes silence is an important part of the conversation. The other person might be collecting his or her thoughts or looking for a clearer way to express something. Fourth, increase your nonverbal awareness. One of the advantages of oral communication over written formats is the ability to see what isn't being said in the form of nonverbal signals. These include hand gestures, facial expressions, posture, eye contact, and so on. Fifth, use thoughtful note-taking. If the information you are likely to receive is important, write it down. Don't rely on your memory. Chances are you will forget or confuse important details. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 77) Which of the following is defined as the process of sending and receiving information without using written or spoken language? A) Listening B) Etiquette C) Focus D) Nonverbal communication E) Virtual communication Answer: D Explanation: D) Nonverbal communication is the interpersonal process of sending and receiving information, both intentionally and unintentionally, without using written or spoken language. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

78) Which of these is the primary vehicle for expressing the intensity of feelings and conveys emotions? A) Time and space B) Slouching C) Personal appearance D) Touch E) Facial expression Answer: E Explanation: E) Your face is the primary vehicle for expressing your emotions; it reveals both the type and the intensity of your feelings. Your eyes are especially effective for indicating attention and interest, influencing others, regulating interaction, and establishing dominance. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 79) How can a communicator intentionally convey a specific message using vocal characteristics? A) Controlling pitch, pace, and stress B) Adapting their style to match those whom they wish to impress C) Supporting the message with touch that conveys warmth and reassurance D) Asserting authority and implying intimacy E) Demonstrating their own importance or disregard for others Answer: A Explanation: A) Voice carries both intentional and unintentional messages. A speaker can intentionally control pitch, pace, and stress to convey a specific message. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

80) You can create a stronger nonverbal impression by adopting the style of people you want to impress through ________, which can include grooming, clothing, accessories, and hairstyles. A) facial expressions B) eye contact C) personal appearance D) vocal characteristics E) posture Answer: C Explanation: C) People respond to others on the basis of their physical appearance, sometimes fairly and other times unfairly. To make a good impression, adopt the style of the people you want to impress. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 81) Which of the following is one way to improve your understanding of nonverbal communication? A) Separate nonverbal signals from the communication process B) Avoid replacing words with cues C) Avoid physical touch if warmth and understanding needs to be displayed D) Communicate at a time that works best for you E) Watch for cues from gestures and posture Answer: E Explanation: E) Cues from gestures and posture help to indicate underlying thoughts and feelings. Paying attention to nonverbal cues will make you a better speaker and a better listener. When you're talking, be conscious of the nonverbal cues you are sending, and use them to reinforce your spoken message. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

82) Which of the following nonverbal cues is being displayed when a group member arrives promptly to a meeting as a show of respect? A) Time and space B) Personal appearance C) Vocal characteristics D) Gestures and postures E) Facial expression Answer: A Explanation: A) Like touch, time and space can be used to assert authority, imply intimacy, and send other nonverbal messages. For instance, some people try to demonstrate their own importance or disregard for others by making other people wait; others show respect by being on time. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 83) Body movement can send an unintentional message based on which nonverbal cue? A) Facial expression B) Gesture and posture C) Vocal characteristics D) Personal appearance E) Time and space Answer: B Explanation: B) Some types of body movement are unintentional and express more general messages. Slouching, leaning forward, fidgeting, and walking briskly are all unconscious signals that can reveal whether you feel confident or nervous, friendly or hostile, assertive or passive, powerful or powerless. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

84) How can nonverbal signals weaken a message? A) By matching the spoken word B) By repeating the spoken word C) By replacing the spoken word D) By contradicting the spoken word E) By adding emphasis to the spoken word Answer: D Explanation: D) Nonverbal signals play a vital role in communication because they can strengthen or repeat a verbal message (when the nonverbal signals match the spoken words), weaken or contradict a verbal message (when nonverbal signals don't match the words), or replace words entirely. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 85) People are often judged based on the way they dress, so adopt the style of the people you want to impress to send a positive nonverbal message. Answer: TRUE Explanation: People respond to others on the basis of their physical appearance, sometimes fairly and other times unfairly. To make a good impression, adopt the style of the people you want to impress. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 86) List the six general categories of nonverbal communication. Answer: The general categories of nonverbal communication include (1) facial expression, (2) gesture and posture, (3) vocal characteristics, (4) personal appearance, (5) touch, and (6) use of time and space Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

87) If you are new to a company, what is the best way to use personal appearance to make a positive impression in that organization? Answer: Although an individual's body type and facial features define appearance to a large degree, you can control grooming, clothing, accessories, piercings, tattoos, and hairstyle. To make a good impression, adopt the style of the people you want to impress. Employers differ widely in their expectations of personal appearance, so make sure you are aware of your company's dress code, if it has one. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe best practices in team and interpersonal communication 88) Describe nonverbal communication and its role in communication. Answer: Nonverbal communication is the process of sending and receiving information, both intentionally and unintentionally, without using language. Nonverbal signals play a vital role in communication because they can strengthen or repeat a verbal message (when the nonverbal signals match the spoken words), weaken or contradict a verbal message (when nonverbal signals don't match the words), or replace words entirely. Nonverbal signals aren't limited to your facial expressions, gestures, and other personal behaviors. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 89) Discuss how to use nonverbal communications effectively. Answer: Paying attention to nonverbal cues will make you a better speaker and a better listener. When you're talking, be more conscious of the nonverbal cues you could be sending. Also consider the nonverbal signals you send when you're not talking—the clothes you wear, the way you sit, the way you walk. Whether or not you think it is fair to be judged on superficial matters, the truth is that you are judged this way. Don't let careless choices or disrespectful habits undermine all the great work you're doing on the job. When you listen, be sure to pay attention to the speaker's nonverbal cues. Difficulty: Moderate LO: 2.5: Explain the importance of nonverbal communication, and identify six major categories of nonverbal expression. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

90) Which of the following can be defined as the expected norms of behavior in any situation? A) Listening B) Style C) Nonverbal skills D) Etiquette E) Cues Answer: D Explanation: D) A vital element of audience-centered communication is etiquette, the expected norms of behavior in any situation. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 91) Because phone calls lack the visual richness of face-to-face conversations, which of the following can be used to convey professionalism and interest in a phone conversation? A) Speak loudly B) Leave detailed voicemail messages C) End calls with promptness and clarity D) Be direct and to-the-point when you call someone E) Be conscious of how your voice sounds Answer: E Explanation: E) Don't speak in a monotone; vary your pitch and inflections so people know you're interested. Slow down when conversing with people whose native language isn't the same as yours. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

92) Which of the following is an important etiquette guideline when you are representing your company online? A) Only use personal attacks on blog postings and social media sites. B) Strongly state your opinions so they sound like facts. C) Use texting style whenever possible to keep messages short and to the point. D) Assume corporate networks are private. E) Stay focused on the original topic; if you need to change the subject, start a new message thread. Answer: E Explanation: E) Stay focused on the original topic. If you want to change the subject of an email exchange, a forum discussion, or a blog comment thread, start a new message. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 93) Which of the following would be appropriate to wear in a business-casual work environment? A) Shorts, sandals, and tank tops B) Nice jeans with button-up shirts C) Coordinated suits with jackets D) Conservative tailored suits in dark colors E) Dress slacks or skirts with button up shirts or blouses Answer: E Explanation: E) The business casual style is adopted in more relaxed offices in a variety of industries and professions. In general, it means slacks or skirts, with nice-looking button-up shirts, blouses, and sweaters. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

94) Which of the following indicates why personal appearance sends strong signals about levels of professionalism and etiquette in the workplace? A) Personal appearance sends strong signals of respect for a culture that is bigger than you. B) Professional personal appearance makes it more acceptable to interrupt people in conversations or in meetings. C) Professional personal appearance encourages others to knock before entering offices and cubicles. D) Personal appearance can encourage, or discourage, gossip. E) Professional personal appearance decreases the need to show up to work or meetings on time. Answer: A Explanation: A) Although it isn't always thought of as an element of etiquette, your personal appearance in the workplace sends a strong signal to managers, colleagues, and customers. This isn't a question of mindlessly conforming or surrendering your individuality; it's a question of showing respect for an organizational culture that is bigger than you. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 95) When working with people from other cultures, which of the following is the most important step you can take to ensure proper etiquette in social settings? A) Don't shake hands unless invited to B) Introduce yourself with a humorous comment C) Explain your role in the organization D) Learn some basic aspects of the customs of the other culture ahead of time E) Invite the group to dinner and cocktails to learn more about each other Answer: D Explanation: D) Get to know the customs of other cultures when it comes to meeting new people. For example, in North America, a firm handshake is expected when two people meet, whereas a respectful bow of the head is more appropriate in Japan. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

96) When leaving a voicemail message, which of these should you be sure to include? A) The times you can be reached B) Detail questions or instruction C) Who else you are calling D) A list of all issues that need to be covered E) A specific date and time when you will try to call again Answer: A Explanation: A) Unless voicemail is the only choice, consider leaving a message through other means, such as text messaging or email. If you do leave a voicemail message, make it as brief as possible. Leave your name, number, reason for calling, and times you can be reached. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 97) Which of the following is an example of a way to increase the clarity of communication and display courtesy when ending a business call? A) Indicate that the follow up will be complicated B) Make an appointment to continue the phone call at a later date C) Close with a personal comment about your working relationship D) Suggest that a voice mail is as effective as a conversation and saves time E) Double-check vital information such as meeting times and dates Answer: E Explanation: E) End calls with courtesy and clarity. Close in a friendly, positive manner and double-check all vital information such as meeting times and dates. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

98) Which of the following steps should be taken when you have an important or complicated message to deliver by phone? A) Plan what you want to say before calling. B) Establish the needs of the person you are calling. C) Leave a detailed voice message describing when you will call and what the discussion will be about. D) Be courteous. E) Be short and to the point, with more detailed information sent electronically. Answer: A Explanation: A) For important or complicated conversations, plan what you want to say before calling. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 99) The habits you exhibit while using your mobile device show your attitude toward the people around you. Answer: TRUE Explanation: Like every other aspect of communication, your mobile device habits say a lot about how much respect you have for the people around you. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 100) Discuss etiquette rules that should always be followed when doing business online. Answer: Avoid personal attacks and stay focused on the original topic. Don't present opinions as facts and support facts with evidence. Basic expectations of spelling, punctuation, and capitalization should be followed. Virus protection should be used and kept up to date. Additionally, use difficult-to-break passwords on email, Twitter, and other accounts. Ask if this is a good time for an IM chat and avoid multitasking while using IM and other tools. Watch your language and keep your emotions under control. Never assume privacy and don't use "Reply All" in email unless everyone can benefit from your reply. Respect boundaries of time and virtual space. Don't waste others' time with sloppy, confusing, or incomplete messages. Lastly, be careful of online commenting mechanisms. Difficulty: Moderate LO: 2.6: Explain the importance of business etiquette, and identify five key areas in which good etiquette is essential. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 45 Copyright © 2021 Pearson Education, Inc.

Business Communication Today, 15e (Bovee/Thill) Chapter 3 Communication Challenges in a Diverse, Global Marketplace 1) Which of the following includes all the characteristics and experiences that identify each of us as individuals? A) Diversity B) Minority C) Cultural competency D) Ethnocentrism E) Xenophobia Answer: A Explanation: A) Although the concept is often framed in terms of ethnic background, a broader and more useful definition of diversity includes "all the characteristics and experiences that define each of us as individuals." Some aspects of diversity, such as race and age, are inherent. Others, such as work history, language, religion, cultural immersion, and education, are acquired. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 2) Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds A) include similar verbal cues. B) include common nonverbal customs. C) could lead them to interpret verbal and nonverbal signs differently. D) allow them to interpret verbal and nonverbal signals in identical ways. E) include a common language based on age and gender. Answer: C Explanation: C) Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept/Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

3) Which of the following is the process of exchanging messages between people who have different cultural backgrounds? A) Ethnocentrism B) Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently. C) Xenophobia D) Cultural competency E) Diversity Answer: B Explanation: B) Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 4) Which of the following is recognized by business leaders as a benefit of a more diverse workforce? A) Increased competitive advantage B) Lower wages C) Better educated employees D) Improved communication skills E) Increased levels of ethnocentrism Answer: A Explanation: A) Smart business leaders recognize the competitive advantages of a diverse workforce that offers a broader spectrum of viewpoints and ideas, helps businesses understand and identify with diverse markets, and enables companies to benefit from a wider range of employee talents. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

5) Which of these communication challenges do supervisors face when leading a diverse workforce? A) Equitable pay levels B) Lack of higher education among leadership C) Poor relationships with partners and the business community D) Fostering cooperation and harmony E) Separating culture from the job Answer: D Explanation: D) Supervisors face the challenge of connecting with diverse employees, motivating them, and fostering cooperation and harmony among them. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 6) Which of these has contributed to the increase in global business activity? A) Regulatory requirements for cross-border trade B) Shrinking internal markets C) Restrictions on digital product marketing D) More multilingual workforces E) Communication and transportation technologies Answer: E Explanation: E) Thanks to communication and transportation technologies, natural boundaries and national borders are no longer the impassable barriers they once were. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

7) Which of these is an aspect of nonverbal communication that is heavily influenced by culture? A) The meaning and significance of gestures B) The pronunciation of words C) The relative use of voice versus video communication D) The length of time that teams have been working together E) The average size of commercial firms Answer: A Explanation: A) The meaning of words, the significance of gestures, the importance of time and space, the rules of human relationships—these and many other aspects of communication are defined by culture. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 8) When decoding a message, on what do receivers base their assumptions about that message? A) The sender's culture B) The receiver's own culture C) Time and space D) Technology E) The sender's native language Answer: B Explanation: B) Members of your audience decode your message according to the assumptions of their own culture. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

9) Which of the following is a benefit when managers recognize and bridge cultural differences in the workplace? A) Increased uniformity of thought in strategic planning B) Increased barriers between customers and the workforce C) An opportunity to maximize the contributions of all employees D) Less competitive opportunity in local markets E) Fewer exports and imports Answer: C Explanation: C) Your efforts to recognize and bridge cultural differences will open up business opportunities throughout the world and maximize the contributions of all the employees in a diverse workforce. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 10) Which of the following is one of the advantages of a diverse workforce? A) Local markets are confined to national borders. B) There are fewer communication breakdowns in the international business sector. C) Legal requirements for a diverse workforce are fulfilled. D) Companies can benefit from a wider range of employee talents. E) Salaries are often lower and are easier to control. Answer: D Explanation: D) Smart business leaders recognize the competitive advantages of a diverse workforce that offers a broader spectrum of viewpoints and ideas, helps businesses understand and identify with diverse markets, and enables companies to benefit from a wider range of employee talents. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

11) Which of the following has a significant and deep influence on the way you communicate? A) The location of the person you are communicating with B) The education level of the sender C) The use of assistive technologies D) The title of the receiver E) The interaction of culture and communication is so pervasive that separating the two is virtually impossible. The way you communicate is deeply influenced by the culture in which you were raised. Your culture influences the way you think, which affects the way you communicate as both a sender and a receiver. Answer: E Explanation: E) The interaction of culture and communication is so pervasive that separating the two is virtually impossible. The way you communicate is deeply influenced by the culture in which you were raised. Your culture influences the way you think, which affects the way you communicate as both a sender and a receiver. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 12) Which of the following represents the foundations of intercultural communication? A) Beliefs, values, and emotions B) Education level C) Location of sender of the receiver D) Opportunity to work in a global environment E) Matching language between sender and receiver Answer: A Explanation: A) Intercultural communication is much more complicated than simply matching language between sender and receiver; it goes beyond words to beliefs, values, and emotions. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

13) Which of the following affects communication at every stage of the communication process? A) Cultural pluralism B) Human diversity C) Stereotyping D) Similar assumptions E) How a message is transmitted Answer: B Explanation: B) Elements of human diversity can affect communication at every stage of the communication process, from the ideas a person deems important enough to share to the habits and expectations of giving feedback. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 14) Culture influences how messages are sent and received in the workplace. Answer: TRUE Explanation: Every attempt to send and receive messages is influenced by culture; hence, to communicate successfully, you need a basic grasp of the cultural differences you may encounter and how you should handle them. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 15) As it applies to the contemporary workplace, the idea of diversity is limited to issues of race and ethnicity. Answer: FALSE Explanation: Diversity includes all the characteristics and experiences that define people as individuals. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

16) Smart business leaders recognize that diversity helps businesses understand a broader market and creates competitive advantage. Answer: TRUE Explanation: Smart business leaders recognize the competitive advantages of a diverse workforce that offers a broader spectrum of viewpoints and ideas, helps businesses understand and identify with diverse markets, and enables companies to benefit from a wider range of employee talents. Numerous studies show a correlation between company performance and workforce diversity. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 17) One of the problems with intercultural communication is that senders encode messages based on their own cultures whereas receivers decode messages based on their cultures. Answer: TRUE Explanation: Your instinct is to encode your message using the assumptions of your culture. However, members of your audience decode your message according to the assumptions of their culture. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 18) Discuss the impact culture has on our communication style. Answer: The interaction of culture and communication is so pervasive that separating the two is virtually impossible. The way you communicate is deeply influenced by the culture in which you were raised. The meaning of words, the significance of gestures, the importance of time and space, the rules of human relationships—these and many other aspects of communication are defined by culture. To a large degree, your culture influences the way you think, which naturally affects the way you communicate as both a sender and a receiver. Intercultural communication is much more complicated than simply matching language between sender and receiver; it goes beyond mere words to beliefs, values, and emotions. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Synthesis AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

19) What is the advantage of having a good understanding of intercultural communication? Answer: Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently. Every attempt to send and receive messages is influenced by culture, so to communicate successfully, you need a basic grasp of the cultural differences you may encounter and how you should handle them. Your efforts to recognize and bridge cultural differences will open up business opportunities throughout the world and maximize the contributions of all the employees in a diverse workforce. Difficulty: Moderate LO: 3.1: Discuss the opportunities and challenges of intercultural communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 20) The term ________ includes an appreciation for differences that affect communication and the ability to adjust one's style when communicating across cultures. A) subculture B) ethnocentrism C) cultural competency D) coherency E) diversity Answer: C Explanation: C) Cultural competency includes an appreciation for cultural differences that affect communication and the ability to adjust one's communication style to ensure that efforts to send and receive messages across cultural boundaries are successful. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

21) ________ involves the practice of accepting multiple cultures on their own terms. A) Cultural uncertainty B) Cultural flexibility C) Cultural competency D) Cultural pluralism E) Cultural stereotyping Answer: D Explanation: D) In order to show respect for others and communicate effectively in business, practice cultural pluralism by accepting multiple cultures on their own terms. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 22) Which of these is an important step you can take to improve the chances of successful intercultural communication? A) Avoid smiling except in instances of overt humor B) Minimize the use of gestures C) Assume others have little understanding of your culture D) Eliminate your cultural norms before writing or speaking E) Be aware of how intercultural rules influence your communication style Answer: E Explanation: E) An important step toward successful intercultural communication is becoming more aware of these rules and the way they influence your communication. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

23) ________ is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. A) Attitude B) Culture C) Disposition D) Preference E) Stereotype Answer: B Explanation: B) Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. Your cultural background influences the way you prioritize what is important in life, helps define your attitude toward what is appropriate in a situation, and establishes rules of behavior. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 24) Which of these is influenced by culture and establishes what is important in life and personal rules of behavior? A) Attitude B) Ethnocentrism C) Diversity D) Intercultural communication E) Stereotyping Answer: A Explanation: A) Your cultural background influences the way you prioritize what is important in life, helps define your attitude toward what is appropriate in a situation, and establishes rules of behavior. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

25) ________ is the tendency to judge all other groups according to your own group's standards, behaviors, and customs. A) Xenophobia B) Ethnocentrism C) Stereotyping D) Cultural pluralism E) Social norming Answer: B Explanation: B) Ethnocentrism is the tendency to judge other groups according to the standards, behaviors, and customs of one's own group. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 26) ________ is the practice of assigning a wide range of generalized attributes to an individual based on his or her membership in a particular culture or social group. A) Xenophobia B) Ethnocentrism C) Stereotyping D) Cultural pluralism E) Bias Answer: C Explanation: C) Stereotyping is a shortcut that assigns traits to individuals based on ethnicity, race, or some other diversity characteristic. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

27) Because culture seems to be logical and consistent when viewed from within a particular culture, it is said to be A) ethnocentric. B) unchangeable. C) coherent. D) complete. E) automatic. Answer: C Explanation: C) In addition to being automatic, culture tends to be coherent; a culture appears to be fairly logical and consistent when viewed from the inside. Certain norms within a culture may not make sense to someone outside the culture, but they probably make sense to those inside. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 28) Why are most cultures considered to be complete? A) They can be easily explained to those of another culture. B) They are observable and don't need to be written. C) They provide rules for society. D) They provide answers to large "life" questions for members. E) They may not make sense to those outside the culture, making the culture exclusive. Answer: D Explanation: D) Cultures tend to be complete; they provide their members with most of the answers to life's big questions. This idea of completeness dulls or even suppresses curiosity about life in other cultures. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

29) Which of the following is defined as the tendency to judge others according to our own culturally based standards? A) Xenophobia B) Stereotyping C) Pluralism D) Coherency E) Ethnocentrism Answer: E Explanation: E) Ethnocentrism is the tendency to judge other groups according to the standards, behaviors, and customs of one's own group. Given the automatic influence of one's own culture, when people compare their culture to others, they often conclude that their own is superior. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 30) Which of the following is defined as a fear of strangers and foreigners? A) Xenophobia B) Stereotyping C) Pluralism D) Contextualization E) Ethnocentrism Answer: A Explanation: A) One culturally extreme reaction is xenophobia, a fear of strangers and foreigners. Businesspeople who take these views are not likely to communicate successfully across cultures. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

31) Which of the following is the practice of being accepting of multiple cultures, based on the unique aspects of those cultures? A) Xenophobia B) Stereotyping C) Cultural pluralism D) High-context E) Ethnocentrism Answer: C Explanation: C) Those who want to show respect for others and to communicate effectively in business need to adopt a more positive viewpoint, in the form of cultural pluralism—the practice of accepting multiple cultures on their own terms. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 32) How can communicators show respect and communicate effectively and positively with people in other cultures? A) Assign a wide range of generalized attributes to members of the other culture. B) Ignore the difference between another person's culture and their own. C) Require members of the other culture to understand your role within their culture. D) Acknowledge distinctions between another person's culture and your own. E) Judge members other cultures on standards of behaviors of their own culture. Answer: D Explanation: D) When crossing cultural boundaries, you'll be even more effective if you move beyond simple acceptance and adapt your communication style to that of the new cultures you encounter—even integrating aspects of those cultures into your own. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

33) Which of the following is one way of achieving cultural pluralism? A) Avoid acknowledging distinctions B) Judge all relationships by the same standards C) Disregard personal beliefs D) Stereotype all members within a culture E) Avoid assumptions Answer: E Explanation: E) Don't assume that others will act the same way you do, use language and symbols the same way you do, or even operate from the same values and beliefs. You need to consciously resist the automatic impulses from your own culture. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 34) Which of the following aspects of a culture can affect the level of trust and openness you can achieve when communicating with people of other cultures? A) Degree of coherency B) Completeness C) Ethnocentrism D) Context E) Tolerance toward outsiders Answer: E Explanation: E) Cultures can vary in their rate of change, degree of complexity, and tolerance toward outsiders. These differences affect the level of trust and openness you can achieve when communicating with people of other cultures. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

35) The concept of cultural competency applies when a person becomes such an expert in his or her culture that most communication is largely automatic. Answer: FALSE Explanation: A person who possesses cultural competency can appreciate cultural differences that affect communication and adjust his/her style when communicating across cultural boundaries. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 36) Most people are aware of their own cultural biases. Answer: FALSE Explanation: Research suggests that people often have beliefs and biases that they're not even aware of—and that may even conflict with the beliefs they think they have. Difficulty: Easy LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 37) Ethnocentrism is the tendency to judge others based on your own personal standards and beliefs. Answer: TRUE Explanation: Ethnocentrism is the tendency to judge other groups according to the standards, behaviors, and customs of one's own group. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

38) Describe ethnocentrism and how can it be overcome. Answer: Ethnocentrism is the tendency to judge all other groups according to one's own group's standards, behaviors, and customs and to see all other groups as inferior by comparison. You can overcome ethnocentrism by acknowledging distinctions, avoiding assumptions and avoiding judgments. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Synthesis AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 39) Describe culture and how culture affects the communication process. Answer: Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. A person's cultural background influences what's important in life and appropriate in a given situation; furthermore, culture establishes his or her rules of behavior. As a result, communication is largely automatic; the person rarely stops to think about the communication rules that he or she may be following. In addition to being automatic, culture tends to be coherent; that is, a culture appears to be fairly logical and consistent when viewed from the inside. Even though certain norms within a culture may not make sense to an outsider, they probably make sense to those inside that culture. Such coherence generally expedites internal communication, but it can create disharmony between cultures that don't view the world in the same way. Finally, cultures tend to be complete; that is, they provide their members with most of the answers to life's big questions. This idea of completeness can dull or even suppresses curiosity about life in other cultures. Not surprisingly, such completeness can complicate communication with other cultures. Difficulty: Difficult LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

40) Discuss ways to increase cultural pluralism. Answer: Those who want to show respect for others and to communicate effectively in business need to adopt a more positive viewpoint, in the form of cultural pluralism—the practice of accepting multiple cultures on their own terms. When crossing cultural boundaries, you'll be even more effective if you move beyond simple acceptance and adapt your communication style to that of the new cultures you encounter—even integrating aspects of those cultures into your own. Avoid assumptions. Don't assume that others will act the same way you do, use language and symbols the same way you do, or even operate from the same values and beliefs. Withhold judgment. When people act differently, don't conclude that they are in error or that their way is invalid or inferior. And finally, acknowledge distinctions. Don't ignore the differences between another person's culture and your own. Difficulty: Moderate LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Synthesis AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 41) How do people learn about culture, including their own? Answer: People learn culture directly and indirectly from other members of their group. As you grow up in a culture, you are taught by the group's members who you are and how best to function in that culture. Sometimes you are explicitly told which behaviors are acceptable. At other times you learn by observing which values work best in a particular group. In these ways, culture is passed on from person to person and from generation to generation. Difficulty: Easy LO: 3.2: Define cultural competency, and explain the influence of culture on business communication. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

42) Which of the following is the pattern of physical cues and implicit understanding where communication takes place? A) Cultural context B) Orientation C) Inclusiveness D) Cultural competency E) Elements of culture Answer: A Explanation: A) Every attempt at communication occurs within a cultural context, which is the pattern of physical cues, environmental stimuli, and implicit understanding that convey meaning between two members of the same culture. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 43) Which type of culture relies less on verbal communication and more on the nonverbal signals to convey meaning? A) Xenophobic B) High-context C) Inclusive D) Low-context E) Pluralistic Answer: B Explanation: B) In a high-context culture, people rely less on verbal communication and more on the context of nonverbal signals and environmental setting to convey meaning. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

44) Which type of culture relies more on verbal communication and less on circumstance and cues to convey the meaning of a message? A) Xenophobic B) High-context C) Inclusive D) Low-context E) Pluralistic Answer: D Explanation: D) In a low-context culture people rely more on verbal communication and less on circumstances and cues to convey meaning. In such cultures, rules and expectations are usually spelled out through explicit statements. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 45) In a low-context culture, how do businesspeople approach decision making and problem solving? A) By focusing more on exchanging information B) By focusing more on how members of similar cultures will respond C) By focusing more on the decision-making process D) By focusing more on the good of all society E) By focusing more on building team relationships Answer: A Explanation: A) In low-context cultures, businesspeople tend to focus on the results of the decisions they face, a reflection of the cultural emphasis on logic and progress. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

46) People with disabilities can use ________ to perform activities that might be difficult or impossible, and increase mobility in the workplace. A) increased tolerance B) smartphones C) assistive technologies D) ethical norms E) real-time translation Answer: C Explanation: C) Assistive technologies help those with disabilities perform activities that might otherwise be difficult or impossible. These technologies include devices and systems that help workers communicate, interact with computers and other equipment, and enjoy greater mobility in the workplace. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 47) Which of the following is used to convey meaning in low-context cultures? A) Tradition B) Cultural bias C) Explicit statements D) Indirectness E) Cultural heritage Answer: C Explanation: C) The primary task of communication in low-context cultures is exchanging information. People rely more on verbal communication and rules and expectations are usually spelled out through explicit statements. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

48) Which of the following is one of the primary tasks of communication in high-context cultures? A) Providing explicit statements B) Increasing the focus on verbal communication C) Focusing on the decision-making process D) Building relationships E) Limiting access to information Answer: D Explanation: D) In a high-context culture, people rely less on verbal communication and more on the context of nonverbal actions to convey meaning. Communication can be as much about building relationships as it can be about exchanging information. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 49) Cultural context influences ethical behavior and ________, which can affect the communication process. A) legal differences B) judgment C) flexibility D) technological advances E) ability Answer: A Explanation: A) Cultural context influences legal and ethical behavior, which in turn can affect communication. As you conduct business around the world, you'll find that both legal systems and ethical standards differ from culture to culture. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

50) In today's workforce, which generation is the largest and noted for entrepreneurial instincts and a desire for a sociable workplace? A) Generation X B) Baby boomers C) Millennials D) The Silent Generation E) Post-Millennials Answer: C Explanation: C) Millennials are the largest generation in the workforce, and are sometimes referred to as Generation Y. They are noted for their entrepreneurial instincts and the desire for a more open and sociable workplace than many of their older piers. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 51) Which generation of workers was born between 1946-1964 and hold many of the top management positions that younger employees would like to move in to. A) Silent Generation B) Pre-Millennials C) Baby boomers D) Millennials E) Generation X Answer: C Explanation: C) Baby boomers comprise a large segment of the workforce, and now occupy many mid- and upper-level managerial positions. This generation got its name from the population boom in the years following World War II. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

52) Which societal norm in the United States indicates that material goods are a sign of superiority? A) Roles and status B) Use of manners C) Attitudes toward work and success D) Concepts of time E) Openness and inclusiveness Answer: C Explanation: C) In the United States a widespread view is that material comfort earned by individual effort is a sign of superiority and that people who work hard are better than those who don't. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 53) How do people in low-context cultures tend to view time? A) As flexible and fluid B) As an indication of future orientation C) As a means of inclusiveness D) As a limited resource that should be used effectively E) As an indication of success Answer: D Explanation: D) People in low-context cultures see time as a way to plan the business day efficiently, often focusing on only one task during each scheduled period and viewing time as a limited resource. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

54) Which of the following represents the idea of planning for and investing in long term goals? A) Attitude toward success B) Role and status C) Concept of time D) Inclusiveness E) Future orientation Answer: E Explanation: E) Successful companies tend to have a strong future orientation, planning for and investing in the future, but national cultures around the world vary widely in this viewpoint. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 55) Which of the following social norms indicates how accepting cultures are of people from other cultures? A) Attitude toward success B) Roles and status C) Use of manners D) Future orientation E) Openness and inclusiveness Answer: E Explanation: E) Cultures vary on how open they are to accepting people from other cultures and people who don't necessarily fit the prevailing norms within the culture. Difficulty: Easy LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

56) How have perspectives on gender in the workplace changed in recent years? A) Men emphasize relationship maintenance more often than women. B) Women emphasize content and outcomes more often than men. C) More senior executives are willing to mentor female employees to improve their likelihood of success. D) Many companies are taking steps to ensure equal opportunities and fair treatment for all employees, including those who do not wish to fit traditional categories of gender. E) Companies are taking fewer steps to enforce non-discrimination policies. Answer: D Explanation: D) Outdated concepts of gender and sexual orientation continue to be a source of confusion, controversy, and discrimination. Many people do not fit or wish to be fit into a simplistic heterosexual, male/female categorization scheme, but discriminatory company polices and behaviors and attitudes can deprive these individuals of a fair and satisfying work experience. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 57) In a given culture, prevailing customs and attitudes that pertain to roles and status will influence the A) attitudes about instant gratification and long-term investing. B) expectations for who communicates with whom, what they communicate, and in what way. C) level of tolerance for people from other cultures or with divergent points of view. D) flexibility with which employers and workers plan each business day. E) separation of business and private lives. Answer: B Explanation: B) Culture influences the roles people play: including who communicates with whom, what they communicate, and in what way they communicate. Countries and cultures vary widely regarding social status, both in the perceptions of different social classes and the respect one is expected to show those of a different class. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

58) A company that emphasizes ________ will encourage short-term sacrifices for the promise of better outcomes in the long term. A) a deterministic outlook B) a live-for-the-moment mentality C) an orientation toward the future D) a laissez-faire approach to planning E) hard work to achieve superiority Answer: C Explanation: C) Successful companies tend to have a strong future orientation, which encourages planning and investing for the future. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 59) Differences in ________, such as hand gestures and eye contact, are a major source of misunderstanding during intercultural communications. A) contextual cues B) nonverbal signals C) situational enhancements D) proverbial exchanges E) inclusiveness norms Answer: B Explanation: B) Assuming that the nonverbal signals you grew up with will translate to another culture could lead to embarrassing mistakes during cross-cultural communication. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

60) Which of the following is the best advice to follow when you have the opportunity to interact with people in another culture? A) Practice ethnocentrism. B) Identify which social norms you will be using. C) Study the culture in advance. D) Assume you will use the nonverbal signals of the host country culture. E) Be prepared to explain values and expectations. Answer: C Explanation: C) When you have the opportunity to interact with people in another culture, the best advice is to study the culture in advance and then observe the way people behave. Following the lead of people who grew up in the culture is a great way to learn and a good way to show respect as well. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 61) For the purposes of business communication, it is safe to assume that all the people in a given generation are considered to have the same set of beliefs and behaviors. Answer: FALSE Explanation: Any group that is large, such as a generation of people, is bound to have a wide range of beliefs and behaviors. The age ranges are not hard-and-fast boundaries in terms of human behavior. The first "Gen Xer" (born on January 1, 1965) doesn't automatically think and behave differently than the last Baby Boomer (born one day earlier on December 31, 1964). Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 62) As a rule, your colleagues and customers around the world will use the same communication tools that you use. Answer: FALSE Explanation: Don't assume that colleagues and customers around the world use the same communication tools you use. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 29 Copyright © 2021 Pearson Education, Inc.

63) When traveling to another country to conduct business, you should always use frequent eye contact as a sign of honesty and openness. Answer: FALSE Explanation: In some cultures, direct eye contact is interpreted as a sign of aggressiveness or disrespect. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 64) Ethical standards differ from culture to culture. Answer: TRUE Explanation: Both legal systems and ethical standards differ from culture to culture. Difficulty: Easy LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 65) Each generation in the workplace has been shaped by different world events that have influenced communication, values, and expectations at the workplace. Answer: TRUE Explanation: Each generation has been shaped by dramatically different world events, social trends, and technological advances, so it is not surprising that they often have different values, expectations, and communication habits. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

66) Explain the difference between a high-context culture and a low-context culture. Answer: In high-context cultures, people rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning. In low-context cultures, people rely more on verbal communication and less on circumstances and cues to convey meaning. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 67) Describe at least three common business activities affected by contextual differences across cultures. Answer: Contextual differences are apparent in the way businesspeople approach situations such as decision making, problem solving, negotiating, interacting among levels in the organizational hierarchy, and socializing outside the workplace. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 68) While working in a country with a high-context culture, you schedule a meeting with a local vendor. He shows up 20 minutes after the meeting was supposed to begin and spends another 20 minutes discussing local sites you should not miss while in the city. Should you take this as a sign of disrespect? Explain. Answer: This behavior should not be regarded as a sign of disrespect. It simply reflects cultural differences in the treatment of time. Executives in low-context cultures view time as a limited resource and tend to focus on one task during each scheduled period of the day. In high-context cultures, however, time is treated with more flexibility. Building business relationships is more important than meeting deadlines and being punctual. The workday is not expected to follow a rigid, preset schedule. If you respond with frustration or anger to the vendor's late arrival, it could unnecessarily erode your relationship. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

69) List at least three types of nonverbal communication differences might you encounter when working with businesspeople from other cultures. Provide at least one example of how these differences might cause misunderstandings in communication. Answer: Nonverbal differences among cultures are particularly evident in terms of how people greet one another, the amount of personal space people expect when conversing, and attitudes toward touching (for example, do people touch each other on the arm to emphasize a point or refrain from touching altogether?). Notable differences can also appear in how facial expressions are interpreted and attitudes toward eye contact, posture, and formality. Difficulty: Moderate LO: 3.3: Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. Skill: Synthesis AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 70) Why is it important to become aware of your own cultural biases when communicating across cultures? A) Recognizing your own biases helps you understand their influence on your communication. B) Bias recognition is part of new employee orientation in many companies. C) Recognizing biases guarantees you will be free from ethnocentrism. D) Recognizing biases is essential to applying the Golden Rule successfully. E) You need to understand your biases before you can apply them effectively. Answer: A Explanation: A) Successful intercultural communication requires more than just an understanding of the other party's culture; you need to understand your own culture and the way it shapes your communication habits. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

71) How can communicators work to improve their cultural competency? A) Teach those from other cultures about personal biases B) Treat everyone the way you would want to be treated C) Don't be afraid to use humor with those from other cultures D) Exercise tolerance, flexibility, and respect E) Promote individualism Answer: D Explanation: D) To the greatest extent possible, business communications should be respectful of the core principles of any given country or organization or culture. Difficulty: Difficult LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 72) In which of these ways does the emphasis on individual achievement in U.S. business culture sometimes create conflict? A) Equality is impossible to achieve when individual awards are emphasized. B) Managers in large departments don't have time to evaluate individual achievement. C) Employees who seek individual success are often passed over for managerial opportunities. D) Individual achievement is impossible to measure objectively. E) Individualism can clash with the team orientation that many companies have. Answer: E Explanation: E) In contrast to cultures that value group harmony and group success, U.S. culture generally expects individuals to succeed by their own efforts, and it rewards individual success.30 These reward mechanisms are not always fair, by any means, but individual reward remains an ideal. This emphasis on individual responsibility and reward can sometimes clash with the team orientation that many companies have. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

73) Which of the following describes the idea that all employees should have the opportunity to pursue their goals in an organization? A) Individualism B) Success C) Privacy D) Cultural competency E) Equality Answer: E Explanation: E) Americans believe that every person should be given the opportunity to pursue whatever dreams and goals he or she has in life. Difficulty: Easy LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 74) In terms of time and schedules, what do most U.S. businesses value? A) Flexibility B) Punctuality C) Mobility D) Agenda setting E) Directness Answer: B Explanation: B) U.S. businesses value punctuality and the efficient use of time. For instance, meetings are expected to start and end at designated times. Difficulty: Easy LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

75) Which of the following tends to be the focus of most communication in the United States? A) Group harmony B) Relationships C) Content and transactions D) Flexibility E) Manners Answer: C Explanation: C) Communication tends to be direct and focused more on content and transactions than on relationships or group harmony. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 76) Which of the following is essential when communicating with those from other cultures? A) Use general terms and phrases B) Write based on your cultural biases C) Use communication translation technologies D) Adapt your approach to other cultures E) Be consistent and exact in your efforts Answer: D Explanation: D) Whether you're trying to work productively with members of another generation in your own office or with a business partner on the other side of the world, adapting your approach is essential to successful communication. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

77) Which of the following is one way to improve your cultural competency? A) Become aware of your own biases B) Be consistent about applying the "Golden Rule" C) Incorporate the use of industry jargon D) Use humor often to put others at ease E) Strive for equality and avoid individualism Answer: A Explanation: A) Successful intercultural communication requires more than just an understanding of the other party's culture; you need to understand your own culture and the way it shapes your communication habits. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 78) Which of the following can improve your cultural competency? A) Strive for equality and avoid individualism B) Be careful about applying the "Golden Rule" C) Treat privacy and personal space with care D) Follow the tenets of the official religion of the United States E) Learn as much about the written language of other cultures as possible Answer: B Explanation: B) The problem with the Golden Rule is that other people don't always want to be treated the same way you want to be treated, particularly across cultural boundaries. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

79) Which of the following helps to explain why a sense of humor is an important cultural competency? A) Equality and individualism can be better achieved. B) You can better treat others are treated as you wish to be treated. C) There will be better structure in communication formats. D) It can help you move past awkward and embarrassing moments. E) There will be less need to apologize for errors. Answer: D Explanation: D) Even the most committed and attuned business professionals can make mistakes in intercultural communication, so it is vital for all parties to be patient with one another. A sense of humor allows people to move past awkward and embarrassing moments. You can simply apologize and, if appropriate, ask the other person to explain the accepted way, and then move on. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 80) Which of these best characterizes equality as an American cultural value? A) In a profit-focused business environment, concerns over equality are not generally taken seriously. B) Equality is legally mandated in the United States now, so it is not longer considered a cultural variable. C) Equality is an aspirational goal but is not yet a significant value in U.S. culture. D) Equality was once considered a core value but it is no longer. E) In spite of historical inequalities, equality is a core American value. Answer: E Explanation: E) Although the country's historical record on equality has not always been positive and inequalities still exist, equality is considered a core American value. This principle applies to race, gender, social background, and even age. Americans generally believe that every person should be given the opportunity to pursue whatever dreams and goals he or she has in life. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

81) Which of the following makes the "Golden Rule" a potentially risky approach when working with people from other cultures? A) People may not know what the "Golden Rule" is. B) People don't always want to be treated the same way you want to be treated. C) There is no way to accommodate disagreements or lack of understanding. D) The rule must be written out and agreed upon before the work can begin. E) All people want to achieve the same goals in the workplace. Answer: B Explanation: B) Across cultures, people often don't want to be treated as you yourself would want to be treated. So, rather than following the Golden Rule, find out how people want to be treated, and then treat them accordingly. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 82) Business communicators can improve their cultural competency by A) highlighting biases. B) being accommodating and respectful. C) avoiding humor. D) applying the "Golden Rule." E) using assistive technologies. Answer: B Explanation: B) Business communicators can use the following four guidelines to improve their cultural competency: becoming aware of their biases; ignoring the "Golden Rule"; exercising tolerance, respect, and flexibility; being patient and maintaining a sense of humor, and practicing and keeping a sense of humor. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Concept/Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 83) Following the "Golden Rule" is not an effective strategy for adapting to other cultures. Answer: TRUE Explanation: The problem with the Golden Rule is that it is specific to a person's home culture. People in other cultures often don't want to be treated as you would want to be treated, but rather as they themselves would want to be treated. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 38 Copyright © 2021 Pearson Education, Inc.

84) Businesspeople in the United States always value teamwork over individualism. Answer: FALSE Explanation: Even though teamwork is emphasized in many companies, competition between individuals is expected and even encouraged in many cases. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 85) Businesses in the United States value punctuality and the efficient use of time. Answer: TRUE Explanation: U.S. businesses value punctuality and the efficient use of time. For instance, meetings are expected to start and end at designated times. Difficulty: Moderate LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 86) Discuss guidelines for adapting your approach to communication in other cultures. Answer: Become aware of your own biases. Successful intercultural communication requires more than just an understanding of the other party's culture; you need to understand your own culture and the way it shapes your communication habits. Be careful about applying the "Golden Rule." The problem with the Golden Rule is that other people don't always want to be treated the same way you want to be treated, particularly across cultural boundaries. The best approach: Treat people the way they want to be treated. Exercise tolerance, flexibility, and respect. Finally, practice patience and maintain a sense of humor. Even the most committed and attuned business professionals can make mistakes in intercultural communication, so it is vital for all parties to be patient with one another. Difficulty: Difficult LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Synthesis AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

87) What should be done if you find yourself in an awkward or embarrassing moment when you are working with people from other cultures? Answer: Even the most committed and attuned business professionals can make mistakes in intercultural communication, so it is vital for all parties to be patient with one another. As business becomes ever more global, even people in the most tradition-bound cultures are learning to deal with outsiders more patiently and overlook occasional cultural blunders. A sense of humor is a helpful asset as well, allowing people to move past awkward and embarrassing moments. When you make a mistake, simply apologize and, if appropriate, ask the other person to explain the accepted way; then move on. Difficulty: Difficult LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 88) When working with businesspeople from the United States, what should be remembered about individualism, equality, and personal space at work? Answer: In contrast to cultures that value group harmony and group success, U.S. culture generally expects individuals to succeed by their own efforts, and it rewards individual success. Even though teamwork is emphasized in many companies, competition between individuals is expected and even encouraged in many cases. In terms of equality, the country's historical record on equality has not always been positive, and while some inequalities still exist, equality is considered a core American value. This principle applies to race, gender, social background, and even age. To a greater degree than people in many other cultures, Americans believe that every person should be given the opportunity to pursue whatever dreams and goals he or she has in life. When addressing privacy and personal space on the job, this appears to be changing somewhat with the popularity of social networking and other personal media, but people in the United States are still accustomed to a fair amount of privacy. That also applies to their "personal space" at work. For example, they expect you to knock before entering a closed office and to avoid asking questions about personal beliefs or activities until they get to know you well. Difficulty: Difficult LO: 3.4: List four general guidelines for adapting to any business culture. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

89) Which of the following is one trait required of a communicator when adapting communication efforts to other cultures? A) Motivation to change personal habits B) Better communications technology C) Learning about several cultures at the same time D) The ability to compare and contrast all cultures E) Being comfortable in a variety of cultures Answer: A Explanation: A) Effectively adapting your communication efforts to another culture requires not only knowledge about the culture but also the ability and motivation to change your personal habits as needed. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 90) Which of the following is one step organizations can take to relieve the burden on employees of having to learn multiple cultures in depth? A) Expect each employee to learn a new language. B) Provide a general overview of cultures around the world. C) Appoint regional specialists. D) Incorporate translation software to communication systems. E) Teach employees standards of American culture. Answer: C Explanation: C) Many companies appoint specialists for countries or regions, giving employees a chance to focus on just one culture at a time. And if your employer conducts business internationally, it may offer training and support for employees who need to know more about specific cultures. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

91) Because religious beliefs are important to many, what should someone communicating with business partners in other countries know about religion in that country? A) Which places, objects, actions, and events are sacred B) How religious people react to strangers C) If politeness is valued more than factual honesty D) Where the seat of honor at a table is E) The political situation of the country Answer: A Explanation: A) Religious beliefs often shape how a company does business, including holidays, business hours, and what events, objects, places, and actions are sacred. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 92) Understanding how people view scheduled appointments is an aspect of which area of doing business in other cultures? A) Understanding social customers B) Economic and business institutions C) Religious and social beliefs D) Political patterns E) The nature of ethics, values, and laws Answer: B Explanation: B) It is important to learn about economic and business institutions and the right way to schedule appointments, determine working hours, and when to socialize and when to conduct actual business. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

93) Why is it important to learn a few key phrases in the language of a colleague in another country? A) To help determine the nature of ethics and values B) To better learn about the economic and business institutions C) To indicate you are committed to the business relationship D) To increase your understanding of religious beliefs E) To better assess political patterns Answer: C Explanation: C) Doing so not only helps you get through everyday business and social situations but also demonstrates your commitment to the business relationship. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 94) When writing in English for non-native English speakers, what is one way you can help to clarify your message? A) Choose words carefully B) Add extensive detail C) Use longer paragraphs D) Eliminate transitions E) Use words with multiple meanings Answer: A Explanation: A) Use precise words that don't have the potential to confuse with multiple meanings. Use short, precise words that say exactly what you mean. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

95) When writing in English for non-native English speakers, how will transitional words and phrases help the reader's understanding of the message? A) By allowing them to understand smaller chunks of information at a time B) By helping them follow your train of thought C) By making numbers and dates easier to understand D) By allowing readers to better understand slang terms and local idioms E) By helping readers understand humor and references to popular cultures Answer: B Explanation: B) Help readers follow your train of thought by using transitional words and phrases. For example, tie related points together with expressions such as in addition and first, second, and third. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 96) When working with those from another culture, what can be done to improve your listening and comprehension skills? A) Use local idioms and jargon whenever possible B) Increase your use of nonverbal feedback C) Accept what you hear without jumping to conclusions D) Assume the speaker has adjusted the content of the message for you E) Look for changes in tone, speed, and volume, indicating something is important Answer: C Explanation: C) Listeners need to be tolerant of accents, vocabulary choices, gestures, and other factors that might distract them from hearing the meaning of a speaker's message. The key is simply to accept what you hear first, without jumping to conclusions about meaning or motivation. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

97) Which of these steps can help you improve your effectiveness in intercultural conversations? A) Rephrase your ideas often. B) Use overly simplified sentences. C) Ignore nonverbal feedback that is culturally different. D) Speak slowly and clearly. E) Assume the listener will ask questions if they are unsure about something. Answer: D Explanation: D) To be more effective in intercultural conversations, remember to speak slowly and clearly. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Critical Thinking AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 98) When conversing with someone from another culture, how should you end the conversation? A) Stress and over enunciate key ideas from the conversation B) Bow C) Double-check to make sure you and the other person agree on what was decided D) Immediately rephrase what has been agreed on E) Correct the listener if they misspeak Answer: C Explanation: C) At the end of the conversation, double-check to make sure you and the listener agree on what has been said and decided. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 99) It is appropriate to ask a speaker to repeat a comment if you do not understand it. Answer: TRUE Explanation: If you do not understand a comment, ask the person to repeat it. Any momentary awkwardness you might feel in asking for extra help is less important than the risk of unsuccessful communication. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

100) Mobile devices can help you learn another language or communicate with someone who doesn't speak your language. Answer: TRUE Explanation: A wide variety of apps and websites are available to help with essential words and phrases, grammar, pronunciation, text translation, and real-time audio translation. Difficulty: Moderate LO: 3.5: Identify six steps you can take to improve your intercultural communication skills. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

Business Communication Today, 15e (Bovee/Thill) Chapter 4 Planning Business Messages 1) The primary steps involved in three-step writing process used in preparing a business message are A) planning, writing, and completing. B) informing, persuading, and collaborating. C) defining the purpose, the main idea, and the topic. D) satisfying the audience's informational, motivational, and practical needs. E) researching, writing, and proofreading. Answer: A Explanation: A) In the planning stage, you organize and gather information. In the writing stage, you compose the message. In the completing stage, you revise and polish. Difficulty: Easy LO: 4.1: Describe the three-step writing process. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 2) Which of the following is an advantage to using the three-step writing process? A) Your message will be more effective. B) Your message will take more time to write. C) Your audience won't criticize your message. D) You can avoid writing routine messages. E) You won't need to proofread the message. Answer: A Explanation: A) The three-step writing process helps ensure that your messages are both effective (meeting your audience's needs and getting your points across) and efficient (making the best use of your time and your audience's time). Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

3) Which one of the following is an element of the completing phase of the three-step writing process? A) Organizing the information B) Interpreting the research C) Proofreading the message D) Selecting the right medium E) Determining audience needs Answer: C Explanation: C) The completing step includes the following elements: revising the message, producing the message, proofreading the message, and distributing the message. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 4) In addition to meeting the needs of the audience, the three-step writing process can A) increase the scope of your message. B) limit the number of stakeholders affected by your message. C) encourage further communication with the audience. D) increase the time needed by the audience to read the message. E) help to highlight your skills as a professional. Answer: E Explanation: E) Connecting with audiences is a lesson that applies to business messages for all stakeholders. By following the three-step writing process, you can create successful messages that meet audience needs and highlight your skills as a perceptive business professional. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 5) During which step of the writing process do you define your purpose and develop an audience profile? A) Writing B) Researching C) Planning D) Producing E) Completing Answer: C Explanation: C) To plan any message, first analyze the situation by defining your purpose and developing a profile of your audience. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Plan and prepare business messages 2 Copyright © 2021 Pearson Education, Inc.

6) When planning a message, first analyze the situation by A) defining the purpose and profiling the audience. B) gathering the information that will meet the needs of the audience. C) determining the appropriate channel and medium. D) defining the main idea and scope. E) outlining the content of the message. Answer: A Explanation: A) To plan any message, first analyze the situation by defining your purpose and developing a profile of your audience. When you're sure what you need to accomplish with your message, gather the information that will meet your audience's needs. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Plan and prepare business messages 7) In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message. A) 10 percent B) 20 percent C) 25 percent D) 15 percent E) 50 percent Answer: C Explanation: C) As a starting point, allot half of your available time for planning your message and one-quarter for writing it. That will leave one-quarter for completing your message. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

8) In the writing phase of the three-step writing process, which of the following should be used to adapt your message to your audience? A) Strong words and coherent paragraphs B) An outline of the content C) An evaluation of the content and readability D) Editing and rewriting skills E) Sensitivity and relationship skills Answer: E Explanation: E) After you've planned your message, adapt to your audience by using sensitivity, relationship skills, and an appropriate writing style. Then you're ready to compose your message by making thoughtful word choices, crafting effective sentences, and developing coherent paragraphs. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 9) In addition to effective word choices, which of these elements are the foundations of successful messages? A) Effective sentences and coherent paragraphs B) An audience-friendly format and the latest technology C) A well-defined main idea and the direct approach D) Strong words and short sentences E) Leadership and sensitivity Answer: A Explanation: A) After you've planned your message, adapt to your audience by using sensitivity, relationship skills, and an appropriate writing style. Then you're ready to compose your message by making thoughtful word choices, crafting effective sentences, and developing coherent paragraphs. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

10) Which of the following should be the main focus when revising a message? A) Use of strong words and phrases B) Creating complex sentences C) Content and readability D) Sensitivity and relationship skills E) Determining length through outlining Answer: C Explanation: C) The main focus of revising your message should be evaluating the content, reviewing readability, and editing and rewriting until your message comes across concisely and clearly with correct grammar, proper punctuation, and effective format. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 11) When using the three-step writing process, when should you review a message for design and layout effectiveness? A) When writing it B) When researching it C) When completing it D) When planning it E) When composing it Answer: C Explanation: C) Produce your message. Put it into the form that your audience will receive, and review all design and layout decisions for an attractive, professional appearance. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 12) As a general rule, which step of the three-step writing process should take the most time? A) Writing B) Distributing C) Completing D) Producing E) As a general rule, set aside roughly 50 percent of your time for planning, 25 percent for writing, and 25 percent for completing. Answer: E Explanation: E) As a general rule, set aside roughly 50 percent of your time for planning, 25 percent for writing, and 25 percent for completing. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Application AACSB: Reflective thinking Learning Outcome: Plan and prepare business messages 5 Copyright © 2021 Pearson Education, Inc.

13) Which of the following is an advantage of spending more time on planning? A) Reduced rework B) It is more intuitive C) A stronger focus on the writing effort D) Easier distribution E) Adaptability to a variety of mediums Answer: A Explanation: A) Reserving half your time for planning might seem excessive, but careful planning usually saves time overall by focusing your writing and reducing rework. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 14) How can you be sure you are providing the right information to your audience in the right format? A) By assembling all available facts on a topic B) By understanding audience needs C) By spending more time on research D) By using several revisions and rewriting opportunities E) By carefully choosing the channel and medium Answer: B Explanation: B) Thoughtful planning is necessary to make sure you provide the right information in the right format to the right people. Taking the time to understand your audience members and their needs helps you find and assemble the facts they're looking for and deliver that information in a concise and compelling way. Difficulty: Difficult LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

15) Which of the following can be done to make the writing stage faster and easier? A) Skipping the outlining phase B) Doing strong revisions C) Planning carefully D) Using effective channels E) Using technology to proofread Answer: C Explanation: C) With careful planning, the writing stage is faster, easier, and a lot less stressful. Planning can save you from embarrassing blunders that could hurt your company or your career. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 16) When allocating your time among the three stages of the writing process, you should use most of your time for writing. Answer: FALSE Explanation: You should use about half of your time for planning, and a quarter of your time for writing and a quarter for completing. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 17) The three steps in the three-step writing process are planning, writing, and completing. Answer: TRUE Explanation: The first step is planning, and then writing, followed by completing in the third step. Difficulty: Easy LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 18) Simple and short messages require as much planning as long reports. Answer: FALSE Explanation: The ideal time allocation varies from project to project. Simpler and shorter messages require less planning than long reports, websites, and other complex projects. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Plan and prepare business messages

19) Discuss the four tasks involved in planning business messages. Answer: Planning business messages involves four tasks: (1) analyzing the situation by defining your purpose and developing a profile of your audience; (2) gathering information that will meet your audience's needs; (3) selecting the right medium to deliver your message; and (4) organizing the information by defining your main idea, limiting your scope, selecting a direct or an indirect approach, and outlining your content. Difficulty: Difficult LO: 4.1: Describe the three-step writing process. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 20) Discuss actions that should take place during the writing phase of the three-step writing process. Answer: After you've planned your message, adapt to your audience by using sensitivity, relationship skills, and an appropriate writing style. Then you're ready to compose your message by choosing strong words, creating effective sentences, and developing coherent paragraphs. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 21) Describe steps to be taken when completing a business message. Answer: After writing your first draft, revise your message by evaluating the content, reviewing readability, and editing and rewriting until your message comes across concisely and clearly with correct grammar, proper punctuation, and effective format. Put it into the form that your audience will receive, and review all design and layout decisions for an attractive, professional appearance. Proofread the final product to ensure high quality and then distribute your message. Difficulty: Moderate LO: 4.1: Describe the three-step writing process. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

22) An example of a specific purpose for a business message would be A) to give information to the audience. B) to inform employees about the new vacation policy. C) to persuade readers to take action. D) to obtain audience participation and collaboration. E) to encourage employees to ask questions. Answer: B Explanation: B) All business messages have a general purpose: to inform, to persuade, or to collaborate with the audience. Within the scope of its general purpose, each message also has a specific purpose, which identifies what you hope to accomplish with the message. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 23) Which of the following is one of the general purposes of all business messages? A) To generate interest in a product B) To accomplish a goal C) To get approval D) To ask questions E) To inform Answer: E Explanation: E) All business messages have a general purpose: to inform, to persuade, or to collaborate with the audience. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

24) When should a writer develop ideas about how the audience is likely to respond to a message? A) When determining the specific purpose B) When crafting a goal statement C) When identifying the general purpose D) When establishing tone E) When making specific word choices Answer: A Explanation: A) Within the scope of its general purpose, each message also has a specific purpose, which identifies what you hope to accomplish with your message and what your audience should do or think after receiving your message. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Application of knowledge Learning Outcome: Plan and prepare business messages 25) Which of the following is one of the key goals related to the audience that should be developed within the specific purpose of your message? A) How to best inform the audience of your ideas B) What the audience should do or think after receiving your message C) The extent of the collaboration needed with the audience D) The overall approach that should be used to get the message to the audience E) The information and the organization of the message Answer: B Explanation: B) Within the scope of its general purpose, each message also has a specific purpose, which identifies what you hope to accomplish with your message and what your audience should do or think after receiving your message. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

26) Which of the following questions can you ask yourself to help determine if your message will be worth the audience's efforts to read it? A) Will the message enhance your career? B) What is the purpose and scope of the message? C) Will the message change anything? D) Did I follow the three-step writing process? E) Does the message need another revision? Answer: C Explanation: C) Don't contribute to information overload by sending messages that won't change anything. Assess whether that purpose merits the time and effort required for you to prepare and send the message—and for your audience to spend the time required to read it, view it, or listen to it. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 27) Which of the following can be accomplished by ensuring your message supports the objectives and policies of the organization? A) That the timing is right for the message B) That the purpose is realistic C) That the specific purpose has been well defined D) That the purpose of the message is acceptable to the organization E) That something will change as a result of the message Answer: D Explanation: D) Your company's business objectives, policies, and even laws that apply to your particular industry may dictate whether a particular purpose is acceptable. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

28) Why is timing important to the success of the message? A) It shows the sender has good business sense. B) It will reduce information overload. C) It will determine the merit of the message. D) It will help audience members determine how to best respond. E) It will help ensure the audience pays attention to the message. Answer: E Explanation: E) People who are busy or distracted when they receive your message are less likely to pay attention to it. Many professions and departments have recurring cycles in their workloads, and messages sent during peak times may be ignored. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 29) Which of the following will help ensure your audience will be interested in your message? A) Develop a general purpose B) Time your message carefully C) Develop an audience profile D) Make sure the purpose is acceptable to the organization E) Determine what needs to be changed Answer: C Explanation: C) Develop an audience profile to ensure audience members will take the time to read or listen to your messages and are interested in what you're saying. They need to know the message is relevant to their needs—even if they don't necessarily want to read or see it. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

30) If you are writing a message for a large audience with diverse information needs and levels of interest in your topic, how should you focus your message? A) Write a separate message for each subgroup B) Format your message in a table with one column of information for each subgroup C) Estimate the average level of audience knowledge and structure your message around that D) Target your message at the key decision-makers while incorporating the needs of other groups as much as possible E) Provide a little bit of information for every segment of the audience Answer: D Explanation: D) For some messages, certain audience members may be more important than others. Don't ignore the needs of less influential members, but make sure you address the concerns of the key decision makers. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 31) When should you determine the size and location of your audience? A) During the completing stage B) When choosing the message channel C) When proofreading the final draft D) When determining the message medium E) During the planning stage Answer: E Explanation: E) A thorough audience analysis during the planning stage identifies the primary audience, the size and geographic distribution of the audience, audience composition, levels of understanding, expectations and preferences, and probable audience reaction. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

32) If you expect the audience to react favorably to your message, how should you handle the conclusions and recommendations in the message? A) Increase the amount of supporting evidence B) Build a strong argument that implies a conclusion C) Place the conclusion and recommendations up front D) Build a point by point argument that leads to the recommendations E) Place the conclusions after reasons for the recommendations Answer: C Explanation: C) Potential audience reaction affects message organization. If you expect a favorable response, you can state conclusions and recommendations up front and offer minimal supporting evidence. If you expect skepticism, you can introduce conclusions gradually and provide more proof. Difficulty: Difficult LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 33) Why is it important to gauge audience members' level of understanding when crafting a message? A) To determine their general background and level of effort B) To make sure those of a higher rank have all their needs addressed C) To keep the communication internal if necessary D) To determine how much background and context will be needed E) To forecast probable reaction to the message Answer: D Explanation: D) If audience members share your general background, they'll probably understand your material without difficulty. If audience members are not well-versed in the topic, you may need to provide some background and context. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

34) How can you determine the level of detail needed in an internal message? A) By forecasting the audience's probable reaction B) By timing your message effectively C) By determining if the purpose is acceptable to the organization D) By limiting size and geographic distribution of the audience E) By understanding audience preferences and expectations Answer: E Explanation: E) In general, for internal communication, the higher up the organization your message goes, the fewer details people want to see. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 35) If you expect a favorable response to your message, where should you place your recommendations? A) At the beginning of the message B) After each key point C) In the conclusion D) In the recommendation section E) At the end of the message Answer: A Explanation: A) If you expect a favorable response, you can state conclusions and recommendations up front and offer minimal supporting evidence. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 36) If your audience is skeptical, you should introduce conclusions gradually and with more proof. Answer: TRUE Explanation: If you expect a favorable response, you can state conclusions and recommendations up front and offer minimal supporting evidence. If you expect skepticism, you can introduce conclusions gradually and with more proof. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

37) The general purpose of a message identifies what you hope to accomplish with the message and what your audience should do or think after receiving your message. Answer: FALSE Explanation: Within the scope of its general purpose, each message also has a specific purpose, which identifies what you hope to accomplish with your message and what your audience should do or think after receiving your message. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 38) Describe at least three of the tasks involved in developing an audience profile. Answer: Developing an audience profile involves identifying your primary audience and determining its size, geographic distribution, and composition. It also requires gauging your audience's level of understanding, considering their expectations and preferences, and forecasting their probable reaction to your message. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 39) Provide four questions to ask in evaluating the purpose of a message. Answer: Once you have determined the specific purpose of a business message, you can decide whether that purpose merits the time and effort required for you to prepare and send the message. In order to test the purpose of a message, one should ask (1) Will anything change as a result of this message? (2) Is my purpose realistic? (3) Is the timing right? (4) Is the purpose acceptable to my organization? Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

40) Discuss the relationship between general and specific purposes and the goals of each. Answer: All business messages have a general purpose: to inform, to persuade, or to collaborate with the audience. This purpose helps define the overall approach you'll need to take, from gathering information to organizing your message. Within the scope of its general purpose, each message also has a specific purpose, which identifies what you hope to accomplish with your message and what your audience should do or think after receiving your message. Decide whether that purpose merits the time and effort required for you to prepare and send the message—and for your audience to spend the time required to read it, view it, or listen to it. Difficulty: Moderate LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 41) How can a writer test the purpose of a message? Answer: Test the purpose by asking if anything will change as a result of your message, if the purpose is realistic, if the timing is right, and if the purpose is acceptable to the organization. Difficulty: Easy LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 42) Discuss the steps in developing an audience profile. Answer: First, identify your primary audience. For some messages, certain audience members may be more important than others. Determine audience size and geographic distribution. A message aimed at 10,000 people spread around the globe will probably require a different approach than one aimed at a dozen people down the hall. The next step is to gauge audience members' level of understanding. If audience members share your general background, they'll probably understand your material without difficulty. If not, your message will need an element of education to help people understand your message. Also, understand audience expectations and preferences. For example, will members of your audience expect complete details or just a summary of the main points? In general, for internal communication, the higher up the organization your message goes, the fewer details people want to see. Finally, forecast probable reaction. If you expect a favorable response, you can state conclusions and recommendations up front and offer minimal supporting evidence. If you expect skepticism, you can introduce conclusions gradually and with more proof. Difficulty: Difficult LO: 4.2: Explain why it's important to analyze a communication situation in order to define your purpose and profile your audience before writing a message. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

43) When should you begin to gather information for your message? A) When the first draft reveals weaknesses in your message B) After you have a clear understanding of the audience C) As soon as you determine the message is needed D) When it is determined the purpose is realistic E) During the writing phase of the three-step writing process Answer: B Explanation: B) When you have a clear picture of your audience, your next step is to assemble the information to include in your message. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 44) If you were planning a report on business conditions in your company's target markets, which would be the best way to identify the information to include in the report? A) Imagine you are an entrepreneur B) Search the company's knowledge management system for model reports of similar length C) Consider the audience's perspective and their information needs D) Find out what your competitors are writing about E) Review the trending topics on Twitter Answer: C Explanation: C) When considering the audience's perspective, imagine what these people are thinking, feeling, or planning and what information they need in order to move forward. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

45) A good way to test the thoroughness of your message is to use the ________ approach to ask whether the message answers who, what, when, where, why, and how. A) free writing B) journalistic C) rhetorical D) storytelling E) knowledge management Answer: B Explanation: B) Use the journalistic approach to determine whether your message answers who, what, when, where, why, and how. By using this method, you can quickly tell whether a message fails to deliver. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 46) Why is it important to talk to supervisors, colleagues, or customers when searching for and evaluating information for an audience you are unfamiliar with? A) To acknowledge how people feel B) To gauge interest by the online community C) To ensure company documents are up-to-date D) To better identify the needs of the target audience E) To determine relationships between audience members Answer: D Explanation: D) Talk with supervisors, colleagues, or customers. Fellow workers and customers may have information you need, or they may have good insights into the needs of your target audience. Difficulty: Easy LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

47) Which of the following best describes a knowledge management system? A) A centralized database that collects insights of customers and suppliers B) A communication technology that allows access to blogs C) The right combination of digital and written communication styles D) Input technology for those who text often E) A system that collects insights of employees Answer: E Explanation: E) A knowledge management system is a system that collects the experiences and insights of employees throughout the organization. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 48) Which of the following should be done if you are unsure of the types of information the audience will need from you? A) Ask the audience for input B) Follow the audience's blogs C) Access the knowledge management system D) Cover all key points in detail E) Gather more information than needed Answer: A Explanation: A) If you're unsure what audience members need from your message, ask them, if at all possible. Admitting you don't know but want to meet their needs will impress an audience more than guessing and getting it wrong. Difficulty: Easy LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

49) At which point in the planning process should you determine the type and amount of information an audience will require? A) When gathering information B) When uncovering audience needs C) When finding your focus D) When ensuring accurate information E) When ensuring all information is ethical Answer: B Explanation: B) In many situations, your audience's information needs will be obvious, or readers will be able to tell you what they need. Asking a question or two often forces the person to think through the request and define more precisely what is required. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 50) When receiving a request for information, why is it helpful to ask the requestor questions about how the information will be used? A) To gather additional information B) To help find focus C) To define precisely what is required D) To ensure information is accurate E) To ensure information is ethical Answer: C Explanation: C) Asking a question or two often forces the person to think through the request and define more precisely what is required. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

51) Which of the following is an advantage of free writing? A) It helps you determine which information is ethical. B) It limits how much information you need to find. C) It helps you determine the information needed by audience members. D) It helps you find new angles and ideas. E) It allows for more concise and accurate information. Answer: D Explanation: D) The big advantage of free writing is that you silence your "inner critic" and just express ideas as they come to you. Within that tangle of expressions, you might also find some useful ideas and angles that hadn't occurred to you yet—perhaps the crucial idea that will jumpstart the entire project. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 52) Which of the following is a good way to make sure you satisfy the information needs of the audience? A) Use free writing B) Listen to your "inner critic" C) Use discovery techniques D) Only include quality information E) Use a journalistic approach Answer: E Explanation: E) To satisfy informational needs completely, test the thoroughness of your message using the journalistic approach to make sure all necessary information is included in your message. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

53) In addition to the quantity of the information provided, how else can you be sure the information is meaningful to the audience? A) Use high-quality information B) Use free writing C) Listen to your inner critic D) Find a focus E) Write only to primary audience members Answer: A Explanation: A) The quality of the information you provide is every bit as important as the quantity, so be sure the information is accurate. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 54) How can you be sure the information you are using is accurate and of good quality? A) Verify that the information was gathered using the journalistic approach B) Verify that the information is current, reliable, and reliable C) Only use information generated by a knowledge management system D) Use information that is most interesting to the primary audience members E) Use free writing to cover all key ideas Answer: B Explanation: B) You can minimize mistakes by double-checking every piece of information you collect. If you are consulting sources outside the organization, ask yourself whether the information is current and reliable. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

55) Which of the following could make a message unethical? A) Not including all available information B) Including all information that is legally required C) Omitting important information D) Including enough details for a general understanding E) Identifying your sources Answer: C Explanation: C) Messages can be unethical if important information is omitted. Omitting important information can be considered unethical, as your audience will view it as you're hiding something from them. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Plan and prepare business messages 56) When gathering information, why is it important to focus on information that concerns your audience the most? A) The information will be more ethical. B) The information will answer all questions in the journalistic style. C) You will cover all your legal bases. D) You increase your chances of accomplishing your goals. E) The message will be shorter and easier to write. Answer: D Explanation: D) By focusing on the information that concerns your audience the most, you increase your chances of accomplishing your own communication goals because it's more likely your audience will read your message. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

57) How can you help a large audience with diverse interests understand and accept your message? A) Use multiple channels and mediums B) Focus on one key point only C) Keep the quality of information consistent D) Use knowledge management systems to poll the audience on their concerns E) Use common sense to identify points of interest Answer: E Explanation: E) If you don't know your audience or if you're communicating with a large group of people who have diverse interests, use common sense to identify points of interest. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 58) How can you help make information more pertinent to your audience? A) Send the information through several channels B) Incorporate knowledge management systems C) Prioritize the information that you will provide and omit irrelevant details D) Be sure all information is ethical E) Send the information to as large an audience as possible Answer: C Explanation: C) Audience members will appreciate your efforts to prioritize the information they need and filter out the information they don't. Moreover, by focusing on the information that concerns your audience the most, you increase your chances of accomplishing your own communication goals. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 59) Drawing pictures, or sketching, is one way to find your focus when writing. Answer: TRUE Explanation: If you're unable to come up with any words, grab a sketchpad and start drawing. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

60) It is ethically acceptable to omit some important information if you think your audience will not be interested. Answer: FALSE Explanation: Messages can also be unethical if important information is omitted. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Plan and prepare business messages 61) You've been asked to prepare a report on whether your company should consider other health insurance providers. List five informal techniques for gathering information to include in your report. Answer: Informal strategies for gathering information include (1) considering the audience's perspective; (2) listening to the community; (3) reading reports and other company documents; (4) talking with supervisors, colleagues, or customers; and (5) asking your audience for input. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 62) How can the journalistic approach help you include all required information in your business messages? Answer: Once you have defined your audience's information needs, your next step is to satisfy those needs completely. The journalistic approach enables you to check the thoroughness of your message by seeing whether it answers who, what, when, where, why, and how. By using this method, you can quickly tell whether a message fails to deliver. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

63) Briefly describe how to meet the informational needs of an unfamiliar audience or a large group of people with diverse interests. Answer: When you don't know your audience, or if you are communicating with a large group of people who have diverse interests, use common sense to identify points of particular interest. You can get clues from audience factors such as age, job, location, income, and education. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 64) Discuss strategies to help ensure the accuracy of information you include in business messages. Answer: The quality of the information you provide is every bit as important as the quantity. Inaccurate information in a message can cause a host of problems. You can minimize mistakes by double-checking every piece of information you collect. Find multiple sources to corroborate important facts and figures. If you are consulting sources outside the organization, ask yourself whether they are current and reliable. Be particularly careful when using sources you find on the internet. Be sure to review any mathematical or financial calculations. Check all dates and schedules, and examine your own assumptions and conclusions to be certain they are valid. Difficulty: Difficult LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 65) How can your audience's level of understanding help you determine the appropriate amount of information to include in a business message? Answer: If audience members do not share your general background, your message will likely need to include an element of education. You should try to include only enough information to accomplish the specific purpose of your message. If the members of your audience have various levels of understanding, gear your coverage to your primary audience (the key decision makers). Difficulty: Difficult LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

66) Discuss the ways a writer can find his or her focus when working on a message with a vague or unclear objective. Answer: You may encounter situations in which the assignment or objective is so vague that you have no idea how to get started in determining what the audience needs to know. In such cases, you can use some discovery techniques to help generate ideas and uncover possible avenues to research. One popular technique is free writing in which you write whatever comes to mind without stopping to make any corrections for a set period of time. The big advantage of free writing is that you silence your "inner critic" and just express ideas as they come to you. The best discovery option in some cases might not be writing at all, but rather sketching. If you're unable to come up with any words, grab a sketchpad and start drawing. While you're thinking visually, your brain might release some great ideas that were trapped behind words. Difficulty: Difficult LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 67) How can you be sure your message is ethical, and how can you correct mistakes that might affect the ethics of the message? Answer: By working hard to ensure the accuracy of the information you gather, you'll also avoid many ethical problems in your messages. If you do make an honest mistake, such as delivering information you initially thought to be true but later found to be false, contact the recipients of the message immediately and correct the error. Messages can also be unethical if important information is omitted. As a business professional, you may have legal or other sound business reasons for not including every detail about every matter. Just how much detail should you include? Make sure you include enough to avoid misleading your audience. If you're unsure how much information your audience needs, offer as much as you believe best fits your definition of complete and then offer to provide more upon request. Difficulty: Moderate LO: 4.3: Discuss information-gathering options for simple messages, and identify three attributes of quality information. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

68) Which of the following best describes a communication medium? A) The system used to deliver a message B) The completion of steps in the journalistic approach C) A knowledge management system D) The form a message takes E) The use of digital technology for research Answer: D Explanation: D) The medium is the form a message takes and the channel is the system used to deliver the message. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 69) Which of the following helps a message stand out from the flood of digital messages your audience might receive? A) Send a printed message B) Mark a message as "high-priority" or "urgent" C) Use social media to send notice of your message D) Include charts and diagrams E) Require a link be opened to view the message Answer: A Explanation: A) A printed letter can capture the attention of your audience, since it will stand out from the flood of electronic messages. It will also show that the issue was important enough for you to take the time to print out a document and mail it with a stamp in the conventional manner. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Plan and prepare business messages

70) How can media choices be categorized when determining channel and medium? A) In-person, digital, and nondigital B) Primary and secondary C) Ethical and unethical D) Digital and nondigital E) Oral, written, and visual Answer: E Explanation: E) The simplest way to categorize media choices is to divide them into oral (spoken), written, and visual. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 71) Phone calls are A) incapable of conveying nonverbal signals. B) only acceptable for external communication. C) capable of offering the give-and-take of in-person conversations. D) no longer practical due to IM and texting. E) the richest of all communication methods. Answer: C Explanation: C) Live phone conversations offer the give-and-take of in-person conversations, so they can be a good alternative to talking in person, although voice-only channels don't support the nuances of nonverbal communication. Difficulty: Easy LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Concept AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications

72) Which of the following is an advantage of using an oral, in-person channel and medium combination? A) There is an opportunity for immediate feedback. B) There is no permanent record. C) There is increased control over the message. D) It is less tedious for the sender and receiver. E) There is less nonverbal interference. Answer: A Explanation: A) Oral, in-person communication provides an opportunity for immediate feedback, making it easier to resolve misunderstands and negotiate meaning. Being in the same physical space is a key distinction because it enables the nuances of nonverbal communication more than any other medium/channel combination. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 73) Which channel and medium combination provides rich nonverbal cues and allows you to express the emotion behind the message through the uses of physical gestures and vocal inflection? A) Oral, digital B) Oral, in-person C) Written, digital D) Visual, printed E) Visual, digital Answer: B Explanation: B) The oral, in-person combination allows the communicators to express the emotion of their message and includes rich nonverbal cues that are both physical gestures and vocal inflection. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

74) Which of the following is an advantage of written, printed communication? A) It can be used to create immediate interaction. B) It emphasizes inappropriate emotional components. C) It gives the recipient time to process the message before responding. D) It creates distortion that can shape a message in a positive way. E) It is fast to deliver. Answer: C Explanation: C) A written, printed message gives the recipients' time to process messages before responding while deemphasizing any inappropriate emotional components. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 75) Which of the following is a key requirement of the oral medium, in-person channel combination? A) The sender and the audience must have compatible mobile technology. B) The sender and the audience must understand nonverbal cues. C) The sender and the audience must reach a consensus or decision. D) The sender and the audience must be in the same location. E) The sender and the audience want to establish a strong working relationship. Answer: D Explanation: D) Being in the same physical space is a key distinction because it enables the nuances of nonverbal communication more than any other media-channel combo. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

76) A ________ is the richest communication medium. A) telephone conversation B) retweet with a comment C) video podcast D) face-to-face conversation E) digital message Answer: D Explanation: D) The richest medium is face-to-face communication. It is personal, it provides immediate verbal and nonverbal feedback, and it conveys the emotion behind a message. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 77) Which of the following is an example of an oral medium and digital channel combination? A) Memo B) PDF files C) Photograph D) Animation E) Voicemail message Answer: E Explanation: E) Oral media via digital channels include any transmission of voice via electronic means, both live and recorded including telephone calls, podcasts, and voicemail messages. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

78) When should you consider developing a message using a written medium with a print channel? A) When you want to make a formal impression B) When you want to avoid creating a permanent record of the message C) When you want the message to be added to other electronic messages D) When you want to be able to change the message at a later date E) When your audience is geographically dispersed Answer: A Explanation: A) There are several situations in which you should consider a printed message over electronic alternatives including when you want to make a formal impression, you are legally required to provide information in printed form, you want to stand out from the flood of electronic messages, or you need a permanent, unchangeable, or secure record. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 79) What channel and medium combination is used in the majority of business communication efforts? A) Visual medium, print channel B) Written medium, digital channel C) Visual medium, digital channel D) Written medium, print channel E) Oral medium, digital channel Answer: B Explanation: B) Most of your business communication efforts will involve written digital messages; with everything from super-short tweets to website content to book-length reports distributed as portable document format (PDF) files. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

80) What is one of the advantages of creating a message using a visual medium with a digital channel? A) Complex ideas can be broken down by steps. B) The message creates a permanent, legal record. C) Complex ideas can be effectively described. D) The screen size is easy to adjust. E) The message has a more formal impression. Answer: C Explanation: C) Visuals are also effective at describing complex ideas and processes because they can reduce the work required for an audience to identify the parts and relationships that make up the whole. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 81) Which of the following is an important consideration when developing messages for the smaller screens of mobile devices? A) Cost B) Visuals are more effective on mobile devices. C) Messages are easier to create for mobile devices. D) Clarity can suffer as users zoom in to grasp the whole message. E) Parts and relationships are easily identifiable. Answer: D Explanation: D) The limited size of these screens still presents a challenge simply because many messages are significantly larger than the screens they will be viewed on. The result is a dilemma that pits clarity against context. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

82) Which of the following is an example of when a richer medium would help the audience understand the message? A) When the message is nonroutine B) When the message is simple C) When the audience does not have a preference D) When a message is not urgent E) When the sender is trying to contain costs Answer: A Explanation: A) In general, use richer media to send non-routine or complex messages, to humanize your presence throughout the organization, to communicate caring to employees, and to gain employee commitment to company goals. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 83) Which of these is the most accurate statement about the formality of a sender's media and channel choices? A) In a digital-dominant world, few people bother with formality. B) Medium and channel choices send nonverbal signals that influence audience perceptions. C) Formal choices send a strong message that the sender is ready for greater authority. D) Formality is critical with external audiences but not an issue with internal audiences. E) Not caring about media and channel choices is a sign of good priority-setting skills. Answer: B Explanation: B) Your media choice is a nonverbal signal that affects the style and tone of your message. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

84) When you must enter data on a mobile device, using ________ in public areas or shared offices can expose private message content and annoy anyone within earshot. A) a stylus pen B) a portable computer keyboard C) voice recognition D) a touchpad or an external mouse E) hotspots or Wi-Fi Answer: C Explanation: C) Voice recognition is one way around limitations of virtual keyboards, but anyone using it in public areas or shared offices runs the risk of disclosing private message content and annoying anyone within earshot. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 85) In complex or emotionally charged situations, emphasize text messaging to help establish or maintain a business relationship. Answer: FALSE Explanation: Face-to-face interaction is particularly helpful in complex, emotionally charged situations in which establishing or fostering a business relationship is important. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 86) Most media can only be distributed through one channel. Answer: FALSE Explanation: Most media can be distributed through more than one channel, so whenever you have a choice, think through your options to select the optimum combination. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Concept AACSB: Application of knowledge Learning Outcome: Discuss the challenges and importance of business communications

87) Face-to-face communication is the richest medium. Answer: TRUE Explanation: Face-to-face communication is richer than other media because it employs the greatest number of information channels. Face-to-face communication uses both verbal and nonverbal feedback in the most intimate and personal setting, and (unlike video communication) is not subject to the limitations of camera angles or microphone positioning. If you really want to know what is going on, especially in an emotional sense, meet face-to-face with someone. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 88) Messages for mobile devices should be developed in the same way as messages that use other channels and media. Answer: FALSE Explanation: The limited size of these screens still presents a challenge simply because many messages are significantly larger than the screens they will be viewed on. This can be particularly troublesome if you are collaborating on writing or presentation projects and team members need to review documents or slides. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Plan and prepare business messages 89) Briefly define media richness and provide at least one example each of a rich medium and a lean medium. Answer: Media richness is the value of a communication medium in a given situation. Richness depends on a medium's ability to convey a message via more than one informational cue, to facilitate feedback, and to establish personal focus. Face-to-face conversation is the richest medium, while unaddressed documents such as posters and signs are the leanest. Difficulty: Moderate LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

90) People use mobile phones and tablets to create and consume a wide variety of written, oral, and visual media. Identify and discuss four factors that you must consider if you're planning to create messages that will be viewed on mobile devices. Answer: The four factors involve constraints caused by screen size and resolution, input technologies, bandwidth and connectivity, and operational costs. Screen size and resolution: While screen resolution of phones and tablets has improved, screensize limitations can inhibit readability because messages are often larger than the screens on mobile devices. This dilemma can be particularly troublesome for team members who're collaborating on projects and reviewing documents or slides. Input technologies: Typing on mobile keyboards is challenging. Voice recognition input runs the risk of sharing private message content and annoying anyone within earshot. Selecting items on a touchscreen can be difficult, even with a stylus. Bandwidth, speed, and connectivity: The speed and quality of mobile connectivity varies widely by device, carrier, geographic location, and service plan. Therefore, don't assume that mobile recipients will be using a fast, reliable network. Data usage and operational costs: Many mobile users don't have unlimited data-usage plans. Some carriers offer unlimited data plans, but such plans can come with data-usage restrictions that reduce the speed of a user's connection. Given these factors, be careful about expecting or requiring mobile users to consume data-intensive content. Difficulty: Difficult LO: 4.4: List the factors to consider when choosing the most appropriate medium for a message. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Compose and shape business messages 91) Which of the following is a benefit to the writer of good organization? A) The message can be emotionally charged. B) The message can include only simple, clear logic. C) The message is less expensive to produce. D) There is an increased likelihood of acceptance. E) The information will meet the needs of a larger audience. Answer: D Explanation: D) Good organization helps receivers accept your message. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

92) Which of the following represents the overall subject of a message? A) Question and answer chain B) Topic C) Story D) Main idea E) Scope Answer: B Explanation: B) The topic of your message is the overall subject, and your main idea is a specific statement about that topic. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 93) What is the range of information presented in the message referred to as? A) Question and answer chain B) Topic C) Story D) Main idea E) Scope Answer: E Explanation: E) The scope of your message is the range of information you present, the overall length, and the level of detail—all of which need to correspond to your main idea. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

94) Which of these techniques can help a writer identify main ideas and groups of supporting ideas? A) Identify the scope B) Limit the number of main ideas to three C) Brainstorming D) Evaluate the sense of urgency for the receiver E) Form a topic sentence Answer: C Explanation: C) When brainstorming, look for patterns and connections to help identify the main idea and the groups of supporting ideas. Identifying such groups helps you see the major issues that will lead you to a conclusion you can feel confident about. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 95) Why might a message need to be longer when the audience is skeptical or hostile? A) There will be fewer supporting points to win over the audience. B) The message can then be focused on conclusions and recommendations. C) You will have a better opportunity to use a direct format for the message. D) The audience will not understand the main idea of the message. E) You will need to build a consensus about the controversial subject. Answer: E Explanation: E) You'll need more words to build a consensus about a complex and controversial subject, especially if the members of your audience are skeptical or hostile. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

96) How should the message begin when using the indirect approach? A) Main idea B) Recommendations C) Conclusion D) Scope E) Evidence Answer: E Explanation: E) The indirect approach starts with the evidence and builds up to the main idea. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 97) In addition to identifying what you want your audience to do, what will the main idea help you establish? A) The major points of the message B) How to limit the scope C) A visualization of the outline D) Why the audience should do what you want them to do E) The importance of the details Answer: D Explanation: D) The main idea helps you establish the goals and general strategy of the message, and it summarizes two vital considerations: (1) what you want your audience members to do or think and (2) why they should do so. Everything in your message should either support the main idea or explain its implications. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

98) If your audience will be skeptical of or resistant to your message, A) state your main idea and then present your evidence. B) start with the evidence and build your case before presenting your main idea. C) start by asking rhetorical questions to arouse the audience's interest in your message. D) open your message with a humorous anecdote to establish rapport with the audience. E) start with an explanation as to why their thinking should change. Answer: B Explanation: B) When your audience will be skeptical about or resistant to your message, use the indirect approach: start with the evidence and build your case before you deliver the main idea. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Concept/Application AACSB: Analytical thinking Learning Outcome: Plan and prepare business messages 99) Examples and evidence should be determined before the main idea has been developed. Answer: FALSE Explanation: After you've defined the main idea and identified major supporting points, think about examples and evidence that can confirm, illuminate, or expand on your supporting points. Difficulty: Moderate LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 100) Describe the importance and effectiveness of storytelling when crafting business communications. Answer: Storytelling allows you to build reader interest. A key reason storytelling can be so effective is that stories help readers and listeners imagine themselves living through the experience of the person in the story. Ideas conveyed through storytelling tend to thrive because stories "put knowledge into a framework that is more lifelike, more true to our day-to-day existence." In addition, stories can demonstrate cause-and-effect relationships in a compelling fashion. You may not remember all the rules and guidelines, but chances are you will remember what happened to that person who sounded a lot like you. This ability to share organizational values is one of the major benefits of using storytelling in business communication, particularly across diverse workforces. In addition to its important communication function, storytelling can also serve as a means of strategic business analysis. Difficulty: Difficult LO: 4.5: Explain why good organization is important to both you and your audience, and list the tasks involved in organizing a message. Skill: Application AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 43 Copyright © 2021 Pearson Education, Inc.

Business Communication Today, 15e (Bovee/Thill) Chapter 5 Writing Business Messages 1) Which of the following statements best reflects the "you" attitude? A) You failed to enclose a check for $25. B) We need a check from you for $25 so that we can send the merchandise by May 15. C) We will send you the merchandise as soon as we receive your check for $25. D) You will have your merchandise by July 15 if you send us your check for $25 today. E) We strive to achieve same day shipping but cannot because we did not receive your check for $25. Answer: D Explanation: D) Focusing on the merchandise, what the customer is looking for, rather than the $25 the company is looking for qualifies this statement clearly as a "you" statement. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 2) The best way to convey the "you" attitude is to express your message in terms of A) the needs and interests of your organization. B) your own personal needs and interests. C) a universal set of needs and interests. D) the needs and interests of your audience. E) the need to get the job done as quickly as possible. Answer: D Explanation: D) The "you" attitude is best implemented by expressing your message in terms of the audience's interests and needs. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

3) How can a writer best convey the "you" attitude? A) Use the word "you" as often as possible B) Demonstrate genuine interest in the audience's needs C) Explain exactly what the audience needs to do to comply with the message D) Single out the reader's achievements and why you want to do business with him or her E) Create an emotional reaction in the reader Answer: B Explanation: B) The "you" attitude is more than simply using particular pronouns. It's a matter of demonstrating genuine interest in your readers and concern for their needs. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 4) Which of the following indicates respect for the audience and helps foster successful communication? A) Avoiding the "you" attitude B) Jargon and buzzwords C) Euphemisms D) High standards of etiquette E) Biased language Answer: D Explanation: D) Good etiquette not only indicates respect for your audience but also helps foster a more successful environment for communication by minimizing negative emotional reaction. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

5) Which of the following is a word or phrase that expresses a thought while minimizing negative connotations? A) Jargon B) Bias C) Redundancy D) Hyperbole E) Euphemism Answer: E Explanation: E) Use euphemisms—words or phrases that express a thought in milder terms— that convey your meaning without carrying negative or unpleasant connotations. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 6) Which of the following should be incorporated to emphasize the positive, even in negative situations? A) The benefit for the audience B) A way to hide the negative news C) Persuasive techniques D) Immediate feedback E) An emphasis on etiquette Answer: A Explanation: A) When people recognize the benefits of doing so, they are more likely to respond positively to your appeal. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

7) Which of the following are words and phrases that unfairly categorize people based on personal characteristics? A) Buzzwords B) Biased language C) Abstractions D) Euphemisms E) Hyperbole Answer: B Explanation: B) Bias-free language avoids words and phrases that unfairly and even unethically categorize or stigmatize people in ways related to gender, race, ethnicity, age, disability, or other personal characteristics. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 8) What is referring to a corporate leader as a "chairman" instead of a "chairperson" an example of? A) Hyperbole B) Buzzwords C) Gender bias D) An endorsement E) A euphemism Answer: C Explanation: C) Avoid sexist language by using the same labels for everyone, regardless of gender. Don't refer to a woman as chairperson and then to a man as chairman. Difficulty: Easy LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

9) Why should biased language be avoided? A) It makes the writer appear old. B) It might affect the honesty of the message. C) It overemphasizes the "you" attitude. D) It perpetuates stereotypes and prejudices. E) It eliminates the emotional burden on the audience. Answer: D Explanation: D) To a significant degree, language reflects the way we think and what we believe, and biased language may well perpetuate the underlying stereotypes and prejudices it represents. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 10) Which of the following is one way good communicators can eliminate the use of potentially biased language? A) Only use biased language when identifying stereotypes B) Avoid biased language only when it indicates prejudice C) Use bias language to reinforce the "you" attitude D) Correct one area of bias at a time E) Change biased language to neutral language Answer: E Explanation: E) Good communicators make every effort to change biased language. Bias can come in a variety of forms. To establish a good relationship with your audience, you must also appear to be fair. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

11) Why is appearing to be fair and objective as important as actually being fair and objective? A) Perception is a fundamental aspect of successful communication. B) Fairness is now a legal requirement in nearly all countries. C) Today's companies simply will not hire unfair communicators. D) Biased language, while sometimes unpleasant, is often more effective. E) Neutral language removes much of the power from your communication efforts. Answer: A Explanation: A) Because communication is all about perception, simply being fair and objective isn't enough. To establish a good relationship with your audience, you must also appear to be fair. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 12) Whether consciously or not, most readers in the workplace greet incoming messages by A) anticipating the new knowledge they will gain. B) setting aside enough time to read every one of them. C) tossing them all into the trash without opening them. D) asking the question, "What's in this for me?" E) looking for the "you" attitude. Answer: D Explanation: D) Readers want to know how your message will benefit them. If they don't think your message applies to them or meets their needs, they won't be inclined to read it. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 13) Adopting a "you" attitude in business writing is simply a matter of using the pronoun "you" as much as possible. Answer: FALSE Explanation: A "you" attitude means that the text is focusing on the audience rather than the writer. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

14) It is as important to appear to be fair as it is to actually be fair. Answer: TRUE Explanation: Because communication is all about perception, simply being fair and objective isn't enough. To establish a good relationship with your audience, you must also appear to be fair. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 15) When adopting the "you" attitude, words such as "you" and "yours" should be replaced with words such as "I," "me," "we," and "us." Answer: FALSE Explanation: On the simplest level, you can adopt the "you" attitude by replacing terms such as "I," "me," "mine," "we," "us," and "ours" with "you" and "yours." Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 16) List four strategies to become more sensitive to your audience's needs. Answer: You should adopt the "you" attitude, maintain good standards of etiquette, emphasize the positive, and use bias-free language. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Concept AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

17) List at least two types of biased language and explain how to avoid each type. Answer: (1) Gender bias: Avoid sexist language by using the same label for everyone—police officer instead of policeman. (2) Racial and ethnic bias: Avoid language that suggests that members of a racial or ethnic group have stereotypical characteristics. (3) Age bias: Mention the age of a person only when it is relevant. (4) Disability bias: Avoid mentioning a disability unless it is pertinent. Put the person first. Difficulty: Difficult LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 18) Discuss how to adopt the "you" attitude. Answer: The notion of audience-centered communication includes adopting the "you" attitude— speaking and writing in terms of your audience's wishes, interests, hopes, and preferences. However, the "you" attitude is more than simply using particular pronouns. It's a matter of demonstrating genuine interest in your readers and concern for their needs. As you practice using the "you" attitude, be sure to consider the attitudes of other cultures and the policies of your organization. In some cultures, it is improper to single out one person's achievements, because the whole team is responsible for the outcome. Difficulty: Moderate LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 19) Discuss why it is important to deliver negative news in as positive manner as possible. Answer: There is a big difference between delivering negative news and being negative. When the tone of your message is negative, you put unnecessary strain on business relationships. Never try to hide negative news, but always be on the lookout for positive points that will foster a good relationship with your audience. If you find it necessary to criticize or correct, don't dwell on the other person's mistakes. Avoid referring to failures, problems, or shortcomings. Focus instead on what the audience members can do to improve the situation. When people recognize the benefits of doing so, they are more likely to respond positively to your appeal. In general, try to state your message without using words that may hurt or offend your audience. Difficulty: Difficult LO: 5.1: Identify the four aspects of being sensitive to audience needs when writing business messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

20) Which of the following is one of the steps in building and fostering a positive business relationship? A) Projecting a unique image B) Establishing credibility C) Eliminating the "you" attitude D) Conveying negative news in a realistic manner E) Using euphemisms to avoid saying anything negative Answer: B Explanation: B) Establishing your credibility and projecting your company's image are two vital steps in building and fostering positive business relationships. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 21) Which of the following does credibility measure? A) Timeliness B) Awareness C) Believability D) Effectiveness E) Hyperbole Answer: C Explanation: C) Audience responses to your messages depend heavily on your credibility, a measure of your believability based on how reliable you are and how much trust you evoke in others. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 22) Which characteristic is being displayed when you consider all sides of an issue? A) Glibness B) Audience awareness C) Expertise D) Objectivity E) Subjectivity Answer: D Explanation: D) Show that you can distance yourself from emotional situations and look at all sides of an issue. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 9 Copyright © 2021 Pearson Education, Inc.

23) How does being aware of audience needs influence credibility? A) It indicates a message has been backed up with expert opinion. B) It shows an ability to create emotional distance. C) It demonstrates honesty. D) It demonstrates sincerity. E) It indicates an understanding of what is important to the audience. Answer: E Explanation: E) Directly or indirectly, let your audience members know that you understand what's important to them. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 24) Which of the following is one way to establish credibility with the audience? A) Show you have done your research B) Endorse other experts in the field C) Use a conversational tone whenever possible D) Create a unique delivery style E) Take advantage of mobile technology when available Answer: A Explanation: A) Audiences need to know that you have whatever it takes to back up your message, whether it's education, professional certification, special training, past successes, or simply the fact that you've done your research. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 25) Which of the following is an effective way to show sincerity in a message? A) Share your credentials before offering specific praise B) Ensure the audience understands your expertise in making the statement C) Identify a specific quality that deserves praise D) Add an endorsement to the positive statement E) Incorporate hyperbole whenever possible Answer: C Explanation: C) When you offer praise, don't use hyperbole, such as "you are the most fantastic employee I could ever imagine." Instead, point out specific qualities that warrant praise. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

26) Which of the following should be done to project the company's image in your communications? A) Be efficient and to the point whenever possible B) Share your credentials with all external audiences C) Use creativity to reshape communication guidelines D) Put your views ahead of the company's E) Use the company's preferred communication style Answer: E Explanation: E) Most successful companies work hard to foster a specific public image, and your external communication efforts need to project that image. Difficulty: Easy LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 27) To establish credibility with your audience, you should A) impress them with a long list of your accomplishments. B) be modest and deferential. C) show that you believe in yourself and in your message. D) use words such as "maybe," or "perhaps" to demonstrate you're willing to be flexible. E) ask the audience what is most important to them. Answer: C Explanation: C) If you show that you believe in yourself and your message, people usually find you credible. If you are convinced that your message is sound, you can state your case with authority. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 28) Projecting a unique, personal writing style is more important than projecting the company's image. Answer: FALSE Explanation: You represent your company and therefore play a vital role in helping the company build and maintain positive relationships with all its stakeholders. Most successful companies work hard to foster a specific public image, and your external communication efforts need to project that image. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

29) Discuss elements of building credibility with the audience. Answer: With audiences who don't know you and trust you already, you need to establish credibility before they'll accept your messages. Demonstrating honesty and integrity will earn you the respect of your audiences, even if they don't always agree with or welcome your messages. Objectivity shows that you can distance yourself from emotional situations and look at all sides of an issue. Have an awareness of audience needs by directly or indirectly letting your audience members know that you understand what's important to them. Use your credentials, knowledge, and expertise. Audiences need to know that you have whatever it takes to back up your message, whether it's education, professional certification, special training, past successes, or simply the fact that you've done your research. Seek endorsements when possible. Be sincere when you offer praise, and remember that performance is critical. Demonstrating impressive communication skills is not enough; people need to know they can count on you to get the job done. In addition, audiences need to know that you believe in yourself and your message. If you lack faith in yourself, you're likely to communicate an uncertain attitude that undermines your credibility. Difficulty: Difficult LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 30) Why is it important to project the company's image in all communication, rather than your own image or personal brand? Answer: When you communicate with anyone outside your organization, it is more than a conversation between two individuals. You represent your company and therefore play a vital role in helping the company build and maintain positive relationships with all its stakeholders. Most successful companies work hard to foster a specific public image, and your external communication efforts need to project that image. As part of this responsibility, the interests and preferred communication style of your company must take precedence over your own views and personal communication style. Difficulty: Moderate LO: 5.2: Identify seven characteristics that build and maintain a communicator's credibility. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

31) Which of the following involves the choices you make to express yourself, including words and how you use them? A) Manner B) Tone C) Style D) Meaning E) Bias Answer: C Explanation: C) Your communication style involves the choices you make to express yourself: the words you select, the manner in which you use those words in sentences, and the way you build paragraphs from individual sentences. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 32) Which of the following indicates the overall impression made by your message? A) Manner B) Tone C) Style D) Meaning E) Bias Answer: B Explanation: B) Your style creates a certain tone, or overall impression, in your messages. The right tone depends on the nature of your message and your relationship with the reader. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

33) Using plain, businesslike language that is not too formal or too casual creates a tone that is A) stuffy. B) unprofessional. C) pompous. D) conversational. E) stale. Answer: D Explanation: D) The conversational tone used in most business communication—plain language that sounds businesslike without being stuffy at one extreme or too laid-back and informal at the other extreme. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 34) Which of the following will help a writer create a conversational tone in a message? A) Use texting for writing whenever possible B) Brag about expertise to enhance credibility C) Use personal phrases and an intimate tone D) Add occasional humor to lighten the mood of the message E) Use plain language Answer: E Explanation: E) An important aspect of creating a conversation tone is using plain language, or plain English. Plain language presents information in a simple, unadorned style that lets audiences grasp your meaning quickly and easily. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

35) How does plain language help ensure the writing style enhances the meaning of the message? A) Writing is simple B) Common texting symbols C) Visuals for non-native English speakers D) Passive voice E) Connotative words Answer: A Explanation: A) Plain language presents information in a simple, unadorned style that allows your audience to easily grasp your meaning—language that recipients "can read, understand and act upon the first time they read it." Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 36) Which writing style will make a message direct, lively, and easier for the audience to read? A) Indirect B) Active C) Diplomatic D) Passive E) Self-congratulatory Answer: B Explanation: B) Using the active voice helps make your writing more direct, livelier, and easier to read. In contrast, the passive voice is often cumbersome, can be unnecessarily vague, and can make sentences overly long. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

37) When would it be appropriate to write using passive voice? A) When making the writing lively and engaging B) When the writing needs to be direct C) When attention needs to be focused on a problem rather than the people responsible for it D) When taking credit for an action E) When using personal pronouns Answer: C Explanation: C) The passive voice is helpful when you need to be diplomatic or want to focus attention on problems or solutions rather than on people. Using the passive voice can help you demonstrate the "you" attitude in some situations. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 38) Phrases such as, "attached please find" and "please be advised that" are considered to be A) rude. B) intimate. C) stale and pompous. D) preaching and bragging. E) professional. Answer: C Explanation: C) Most companies now shy away from such phrases as "attached please find" and "please be advised that." Effective business writers avoid stale or pompous language designed only to impress others. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

39) Which voice is being used when the subject in a sentence performs the actions? A) Passive B) Indirect C) Self-congratulatory D) Active E) Diplomatic Answer: D Explanation: D) In active voice, the subject performs the action and the object receives the action. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 40) Most business communication should aim for a(n) ________ tone. A) formal B) colloquial C) conversational D) confrontational E) obsolete Answer: C Explanation: C) Most business communication uses a conversational tone: plain language that sounds businesslike without being stuffy at one extreme or too informal at the other extreme. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept/Application AACSB: Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

41) Which voice should be used when attempting to solve a problem without placing blame? A) Passive B) Indirect C) Self-congratulatory D) Active E) Diplomatic Answer: A Explanation: A) When you want to point out what's being done without taking or attributing either the credit or the blame, the passive version shifts the spotlight away from the person or persons involved. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 42) Which of the following is one way that using plain language in writing can help save the organization money while increasing productivity? A) The message supports all employee needs. B) The message does not require a translation from an active to passive voice. C) International audiences are more likely to do business with you. D) The message takes less time and effort to understand. E) Messages include more detail. Answer: D Explanation: D) Plain language can make companies more productive and more profitable because people spend less time trying to figure out messages that are confusing or aren't written to meet their needs. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

43) Plain language is a style of writing A) used only for casual correspondence. B) used to aid in the understanding of complex materials. C) aimed primarily at readers for whom English is a second language. D) inappropriate for business communication. E) that is often supplemented with visual aids to add meaning. Answer: B Explanation: B) Unnecessary complexity won't help you communicate effectively; instead, use plain language to help your audience understand your message. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 44) How should humor be used in a message written to someone of another culture? A) It should be supported by emoticons. B) It should be in quotation marks. C) It should be written in a passive voice. D) It should be written in an active voice. E) It should be avoided. Answer: E Explanation: E) Humor can easily backfire and divert attention from your message. Avoid humor in formal messages and when you're communicating across cultural boundaries. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 45) A conversational tone is not appropriate for most business messages. Answer: FALSE Explanation: A conversational tone is now the preferred tone for most business correspondence. Just be sure that "conversational" doesn't slip into being overly informal or folksy. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

46) Plain language is a style of writing used primarily for communicating to those who do not have a college degree. Answer: FALSE Explanation: Plain language presents information in a simple, unadorned style that allows recipients to read, understand and act upon the message the first time they read it. Plain language is effective in any kind of business communication. Difficulty: Easy LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Reflective thinking Learning Outcome: Compose and shape business messages 47) "The evaluator noted several shortcomings" is written in the active voice. Answer: TRUE Explanation: In the active voice, the subject performs the action and the object receives the action. In this case, the evaluator is the subject who is performing the action, noting, on the object, shortcomings. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Application AACSB: Application of knowledge Learning Outcome: Plan and prepare business messages 48) To make a message more effective, incorporate humor whenever possible. Answer: FALSE Explanation: Humor can easily backfire and divert attention from your message. If you don't know your audience well or you're not skilled at using humor in a business setting, don't use it at all. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

49) Explain the difference between tone and style in business writing. Answer: Your communication style involves the choices you make to express yourself: the words you select, the manner in which you use those words in sentences, and the way you use individual sentences to build paragraphs. Your style creates a certain tone, or overall impression, when you write. The right tone depends on the nature of your message and your relationship with the reader. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 50) List four guidelines to follow to achieve a conversational tone in business messages. Answer: (1) Avoid obsolete and pompous language such as "in due course" or "we are in receipt of"; (2) avoid preaching and bragging; (3) be careful with intimacy—don't be overly friendly or chatty; and (4) be careful with humor. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 51) Briefly explain the difference between the active voice and the passive voice. Include an example of each one. Answer: You are using the active voice when the subject performs the action, and the object receives the action: "John rented the office." You are using the passive voice when the subject receives the action: "The office was rented by John." Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

52) List three situations in which the passive voice can help you demonstrate the "you" attitude. Answer: The passive voice can be helpful when you need to shift emphasis away from the person who is the subject of your message. These situations include (1) when you need to be diplomatic in pointing out a problem or error, (2) when you want to point out what's being done without taking or attributing either the credit or the blame, and (3) when you want to avoid personal pronouns in order to create an objective tone. Difficulty: Moderate LO: 5.3: Explain how to achieve a tone that is conversational but businesslike, explain the value of using plain language, and define active voice and passive voice. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 53) Which of the following best defines the word denotative? A) The feelings associated with a word B) The literal, or dictionary, meaning C) An expression of a quality or characteristic D) A broad, encompassing category of ideas E) The ability to stand for something that cannot be seen or touched Answer: B Explanation: B) The denotative meaning is the literal, or dictionary, meaning. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 54) Which of the following can be described as the associations and feelings evoked by a word? A) The denotative meaning B) The abstract meaning C) The connotative meaning D) The concrete meaning E) The precise meaning Answer: C Explanation: C) The connotative meaning includes all the associations and feelings evoked by the word. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

55) Which type of word should be used when a writer wants to express a concept or characteristic? A) Precise B) Concrete C) Connotative D) Abstract E) Denotative Answer: D Explanation: D) An abstract word expresses a concept, quality, or characteristic. Abstractions are usually broad, encompassing a category of ideas, and they are often intellectual, academic, or philosophical. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 56) Which type of word represents things that can be seen or touch? A) Precise B) Concrete C) Connotative D) Abstract E) Denotative Answer: B Explanation: B) A concrete word stands for something you can touch, see, or visualize. Most concrete terms are anchored in the tangible, material world. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 57) When you want to express thoughts in a way that is specific and dynamic, which type of word should be used? A) Jargon B) Buzzwords C) Clichés D) Abstract E) Precise Answer: E Explanation: E) Choose strong, precise words. Choose words that express your thoughts clearly, specifically, and dynamically. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 23 Copyright © 2021 Pearson Education, Inc.

58) Which type of word or phrase is now so common it has lost some of its power to communicate? A) Abstract B) Slang C) Clichés D) Familiar E) Strong Answer: C Explanation: C) Although familiar words are generally the best choice, avoid clichés—terms and phrases so common that they have lost some of their power to communicate. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 59) Which of the following represents specialized language used by a specific profession or industry? A) Buzzwords B) Connotative C) Clichés D) Jargon E) Denotative Answer: D Explanation: D) Using jargon is usually an efficient way to communicate within the specific groups that understand these terms. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

60) When would it be appropriate to use jargon in a message? A) When accuracy is critical B) When there is a need to express thoughts specifically and dynamically C) When other word choices have lost the power to communicate D) When the words or phrases become part of popular culture E) When communicating with a specific audience that is in the same field Answer: E Explanation: E) Using jargon is usually an efficient way to communicate within the specific groups that understand these terms. That's how jargon develops in the first place, as people with similar interests devise ways to communicate complex ideas quickly. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 61) Which of the following is an advantage of using concrete words? A) They are direct and exact. B) They summarize concepts. C) They can be interpreted differently by each audience member. D) They create shorter paragraphs. E) They explain jargon to outsiders. Answer: A Explanation: A) A concrete word stands for something you can touch, see, or visualize. Most concrete terms are anchored in the tangible, material world and are clear, direct, and exact. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 62) When choosing words to convey a message, successful writers pay attention to A) convenience and mannerisms. B) correctness and effectiveness. C) metaphors and euphemisms. D) connotation and vocalization. E) writing to impress. Answer: B Explanation: B) Successful writers pay close attention to the correct usage of words. They also seek out the most effective words and phrases to convey their meaning. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 25 Copyright © 2021 Pearson Education, Inc.

63) Words such as "honor" and "progress" are concrete words. Answer: FALSE Explanation: Honor and progress are abstract words because they refer to concepts rather than something that can be touched or visualized. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Application AACSB: Analytical thinking Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 64) Clichés are a valuable tool in business writing, as readers find such words and phrases to be comfortable and familiar. Answer: FALSE Explanation: Overuse of clichés makes writing sound stale and gives the reader the impression that you lack judgment, creativity, and are out of touch with the culture. Try to eliminate overused clichés such as "We pride ourselves for thinking outside the box" that make you sound unimaginative and lazy because you resort to tired, overworked phrases that long ago stopped having impact on readers. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 65) The amount of jargon you use in a message should reflect your audience's level of familiarity with your topic. Answer: TRUE Explanation: Jargon can be acceptable when you are communicating with someone who shares your particular dialect of jargon. In that case, jargon can be useful shorthand for communicating complex ideas quickly. In all other contexts, jargon constitutes a barrier to effective communication. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

66) Using words that are familiar to the audience makes your messages more effective. Answer: TRUE Explanation: Choose strong, precise words. Choose words that express your thoughts clearly, specifically, and dynamically. Choosing words that are familiar to your audience will improve the meaning of your message to your audience. Difficulty: Moderate LO: 5.4: Describe how to select words that are both correct and effective. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 67) Explain what it means to choose "words that communicate well," then list four techniques for selecting the best words when writing business messages. Answer: Choosing words that communicate means finding the most powerful words for each situation. Selecting the best words in business messages involves (1) choosing strong, precise words that express thoughts clearly and specifically; (2) choosing familiar words—terms that are familiar to both you and your readers; (3) avoiding clichés and buzzwords; and (4) using jargon carefully. Difficulty: Difficult LO: 5.4: Describe how to select words that are both correct and effective. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 68) Which type of sentence structure has one main clause? A) Complex B) Compound-complex C) Modified D) Simple E) Compound Answer: D Explanation: D) A simple sentence has one main clause (a single subject and a single predicate). Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

69) Which of the following can be done to expand a simple sentence without changing into a different type of sentence? A) Add a second clause for each independent thought B) Tie clauses together with words such as "and" or "but" C) Use a comma to separate each independent clause D) Use subordinate clauses E) Add nouns or pronouns as objects of the action Answer: E Explanation: E) A simple sentence has one main clause (a single subject and a single predicate), although it may be expanded by nouns and pronouns that serve as objects of the action and by modifying phrases. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 70) How are the independent clauses in compound sentences separated? A) With a new, shorter sentence B) With a cause-and-effect relationship C) With a comma or semicolon D) With a new paragraph E) By placing them at the beginning or end of the sentence Answer: C Explanation: C) The independent clauses in a compound sentence are always separated by a comma or by a semicolon. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

71) When should complex sentences be used? A) To express one main thought B) To express a series of related subordinate clauses C) To make a statement and ask a question D) To express one main thought and one related, subordinate thought E) To express one complex idea at a time Answer: D Explanation: D) A complex sentence expresses one main thought (the independent clause) and one or more subordinate, related thoughts (dependent clauses that cannot stand alone as valid sentences). Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 72) Which of these factors should guide your choice of sentence structure? A) The relationship of the ideas you want to express B) The number of subordinate clauses C) The number of main ideas that must be covered in the message D) The cause-and-effect examples you have E) The length of the message Answer: A Explanation: A) When constructing sentences, choose the form that matches the relationship of the ideas you want to express. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

73) When you want to emphasize a subordinate idea in a complex or compound-complex sentence, where should the dependent clause be placed? A) After the main idea as its own simple sentence B) Between two simple sentences C) At the beginning or at the end of the sentence D) In the middle of the main idea E) In the middle of the sentence Answer: C Explanation: C) If you want to emphasize the subordinate idea, put the dependent clause at the end of the sentence (the most emphatic position) or at the beginning (the second most emphatic position). Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 74) To downplay a dependent clause in a complex sentence, you should A) place it at the beginning of the sentence. B) place it at the end of the sentence. C) place it in the middle of the sentence. D) set it off with a semicolon. E) replace it with a noun. Answer: C Explanation: C) Placing the dependent clause at the end or the beginning of a sentence generally gives the clause the most emphasis. Placing the independent clause in the middle of the sentence between other clauses generally deemphasizes the importance of the clause. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Synthesis AACSB: Analytical thinking Learning Outcome: Plan and prepare business messages

75) ________ sentences express two or more independent but related thoughts of equal importance, usually joined by a coordinating conjunction. A) Complex B) Compound C) Obtuse D) Compound-complex E) Simple Answer: B Explanation: B) A compound sentence has two main clauses that express two or more independent but related thoughts of equal importance, usually joined by a coordinating conjunction. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 76) A compound sentence contains one main thought (independent clause) and one or more subordinate thoughts (dependent clauses). Answer: FALSE Explanation: A compound sentence has two complete thoughts as clauses, each of which could stand as an independent sentence. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 77) To emphasize a dependent clause, it is better to place it at the end of a sentence rather than in the middle. Answer: TRUE Explanation: Placing a dependent clause at the beginning or end of a sentence provides it with more emphasis in most cases. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Concept AACSB: Application of knowledge Learning Outcome: Compose and shape business messages

78) A compound sentence is really two or more simple sentences that are related. Answer: TRUE Explanation: In effect, a compound sentence is a merger of two or more simple sentences (independent clauses) that are related. Difficulty: Moderate LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 79) Identify and define the four basic varieties of sentences. Answer: Sentences come in four basic varieties: simple, compound, complex, and compoundcomplex. A simple sentence has one main clause (a single subject and a single predicate), although it may be expanded by nouns and pronouns that serve as objects of the action and by modifying phrases. A compound sentence has two main clauses that express two or more independent but related thoughts of equal importance, usually joined by or, but, or and. A complex sentence expresses one main thought (the independent clause) and one or more subordinate, related thoughts (dependent clauses that cannot stand alone as valid sentences). A compound-complex sentence has two main clauses, at least one of which contains a subordinate clause. Difficulty: Difficult LO: 5.5: Define the four types of sentences, and explain how sentence style affects emphasis within a message. Skill: Concept/Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 80) Which of the following is the focus of a unified paragraph? A) A logical presentation of ideas B) Documentation C) Visual elements D) A single topic E) Transitional words and phrases Answer: D Explanation: D) Readers expect every paragraph to be unified—focusing on a single topic—and coherent—presenting ideas in a logically connected way. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

81) Which of the following can be done to make paragraphs more coherent for readers? A) Incorporate abstract words B) Avoid transitions C) Use consistent paragraph lengths D) Eliminate topic sentences E) Use logical connections between ideas Answer: E Explanation: E) A coherent paragraph presents ideas in a logically connected way. By carefully arranging the elements of each paragraph, you help your readers grasp the main idea of your document and understand how the specific pieces of support material back up that idea. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 82) What should every paragraph include, usually at the beginning at the paragraph? A) A topic sentence B) A transition C) A support sentence D) A unifying phrase E) A subordinate clause Answer: A Explanation: A) In business writing, the topic sentence is generally explicit and is often the first sentence in the paragraph. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

83) Why are support sentences important in a paragraph? A) They create a transition to the topic sentence. B) They explain or justify the topic sentence. C) They eliminate unity in the paragraph. D) They explain denotative terms. E) They extend the length of simple sentences. Answer: B Explanation: B) In most paragraphs, the topic sentence needs to be explained, justified, or extended with one or more support sentences. These related sentences must all have a bearing on the general subject and must provide enough specific details to make the topic clear. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 84) Which of the following can be used to show how ideas are connected to each other? A) Unified paragraphs B) Concrete words and phrases C) Transitions D) Topic sentences E) Abstract words Answer: C Explanation: C) Transitions connect ideas by showing how one thought is related to another. They also help alert the reader to what lies ahead so that shifts and changes don't cause confusion. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

85) Which of the following is one of the roles of support sentences within a paragraph? A) To provide a summary of the main ideas B) To eliminate transitions to the next topic sentence C) To vary sentence length within the paragraph D) To provide enough details to make the topic clear E) To replace the topic sentence Answer: D Explanation: D) Support sentences must all have a bearing on the general subject and must provide enough specific details to make the topic clear. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 86) Strong support sentences that are clearly related to the general idea being developed help improve which aspect of a paragraph? A) Its unity B) Its length C) Its conversational tone D) Its business sense E) Its transmissibility Answer: A Explanation: A) Each sentence is clearly related to the general idea being developed, which gives the paragraph unity. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

87) Which of the following is used to show how a thought is related to the previous thought? A) Topic sentence B) Transition C) Jargon D) Cliché E) Buzzword Answer: B Explanation: B) Transitions connect ideas by showing how one thought is related to another. They also help alert the reader to what lies ahead so that shifts and changes don't cause confusion. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 88) Which of the following is an effective of using words that are frequently paired together, such as profit/loss? A) They act as topic sentences. B) They replace denotative ideas. C) They provide evidence. D) They can act as transitional elements. E) They eliminate the need for support sentences. Answer: D Explanation: D) Words that are frequently paired establish transitions and add clarity to the document. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

89) If a writer focuses on the similarities and differences of a topic to compose a paragraph, then he or she is using the ________ approach. A) connotative and denotative B) problem and solution C) comparison or contrast D) cause and effect E) topic and subordinate Answer: C Explanation: C) A comparison or contrast paragraph focuses on the similarities or differences of a topic. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 90) Support sentences are more specific than topic sentences. Answer: TRUE Explanation: The support sentences are all more specific than the topic sentence. Each one provides another piece of evidence to demonstrate the general truth of the main thought. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 91) What are the five most common techniques for developing paragraphs? Answer: There are several common techniques for developing paragraphs. Illustration involves giving examples to demonstrate the general idea. Comparison and contrast both involve using similarities or differences to develop the topic. Cause and effect requires focusing on the reasons for something. Classification involves showing how a general idea is broken into specific categories. Finally, problem and solution requires presenting a problem and then discussing the solution. Difficulty: Moderate LO: 5.6: Define the three key elements of a paragraph, and list five ways to develop unified, coherent paragraphs. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

92) How can viewing a message on a mobile device affect comprehension? A) Graphics make key points easier to find. B) Messages are often ignored. C) Viewers will postpone reading a message until notes can be taken. D) Viewers only read topic sentences. E) Viewers can easily scroll past key information without noticing it. Answer: E Explanation: E) Research shows that comprehension can drop by 50 percent when users move from reading on a full-size screen to reading on a smartphone, and they can scroll right past vital information without noticing it. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 93) Which of these techniques can be used to simplify reading on a mobile device? A) Linear organization B) Preview boxes C) Graphics such as tables D) Sidebars with embedded links E) Stronger topic sentences Answer: A Explanation: A) To simplify reading, organize with a linear flow from the top to the bottom of the message or article. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 94) How is information organized when using an inverted pyramid style? A) Background information first B) Most important information first C) With linear organization D) Least important information first E) With strong transitions Answer: B Explanation: B) Use the inverted pyramid style favored by journalists, in which you reveal the most important information briefly at first and then provide successive layers of detail that readers can consume if they want. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 38 Copyright © 2021 Pearson Education, Inc.

95) Which of the following can be included to make a lengthy document more useful to mobile readers? A) Highlight boxes B) Tables and other supporting visuals C) Sidebars D) An executive summary E) Elliptical organization Answer: D Explanation: D) Mobile users often lack the patience or opportunity to read lengthy messages or documents, so a shorter executive summary can be used for mobile use, and a longer supporting document can be accessed with their PCs if they want more details. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 96) When writing an email message likely to be viewed on mobile devices, how long should the subject line be? A) The subject should be left blank B) Long enough to wrap around multiple lines C) Two words D) A short paragraph E) No more than 25 characters or so Answer: E Explanation: E) Mobile devices, particularly phones, can't display as many characters in a single line of text as the typical computer screen can. A good rule of thumb is to keep subject lines and headlines to around 25 characters. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

97) Which of the following is an effective way to develop messages for mobile devices? A) As discrete blocks of information B) As long paragraphs C) In less than 25 words D) Using horizontal organization E) With several embedded links Answer: A Explanation: A) In addition to structuring a message according to discrete blocks of information, paragraphs have a visual role in written communication as well. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 98) When prioritizing information for reading on mobile devices, how should the information be organized? A) Based on the writer's needs B) In a recursive path C) By sentence length D) Based on the reader's needs E) Based on linear needs Answer: D Explanation: D) Small screens make it difficult for readers to scan the page to find the information they want most. Prioritize the information based on what you know about their needs and put that information first. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 99) Mobile devices make it more difficult for a reader to follow the thread of a message. Answer: TRUE Explanation: With small mobile device screens, a complicated organization requires readers to zoom in and out and pan around to see all these elements at readable text sizes. This makes reading slower and raises the odds that readers will get disoriented and lose the thread of the message because they can't see the big picture. Difficulty: Moderate LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

100) When you're writing for mobile devices, using a linear organization will make your messages easier to read on small mobile screens. Answer: TRUE Explanation: To make a message easier to read on a small mobile screen, organize it with a linear flow from the top to the bottom of the message or article. Difficulty: Easy LO: 5.7: List five techniques for writing effective messages for mobile readers. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

Business Communication Today, 15e (Bovee/Thill) Chapter 6 Completing Business Messages 1) When you begin the ________, focus your attention on content, organization, style, and tone. A) production process B) editing process C) revision process D) research analysis E) audience analysis Answer: C Explanation: C) When you begin the revision process, focus your attention on content, organization, style, and tone. Difficulty: Easy LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 2) Why is it important to revise messages carefully? A) To verify the research B) To ensure the message is a lively, direct message that gets results C) To compose it based on writer's needs D) To keep the message flexible and unfocused E) To allow the message to be viewed on a mobile device Answer: B Explanation: B) Successful communicators recognize that the first draft is rarely as tight, clear, and compelling as it needs to be. Careful revision can mean the difference between a rambling, unfocused message and a lively, direct message that gets results. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

3) In business communication, the ________ of a message usually has the greatest impact on the readers. A) table of contents B) appendix C) topic sentences D) beginning and ending E) headings and subheadings Answer: D Explanation: D) The beginning and end of a message usually have the greatest impact on readers, so make sure they're clear, concise, and compelling. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Concept/Application AACSB: Analytical thinking Learning Outcome: Revise, complete, and distribute business messages 4) The scope of revisions required for a message depends on A) whether you've chosen the direct or indirect approach. B) whether you initiated the message or it was assigned to you. C) the medium you've chosen and the nature of your message. D) your status in the organization. E) the action you are asking your readers to take. Answer: C Explanation: C) The revision task can vary somewhat, depending on the medium and the nature of your message. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

5) When you need to revise a long, complex document, A) start the process as soon as you've finished your first draft. B) start by focusing on misspelled words and grammar errors. C) save time by multitasking while you're revising the document. D) try to put your draft aside for a couple of days before you start. E) use technology to eliminate the need for proofreading. Answer: D Explanation: D) With complex messages, put your draft aside for a day or two before you begin the revision process; that way, you can approach the material with a fresh perspective. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 6) The audience will judge ________ based on the quality of your writing. A) the depth of the research B) the focus of the topic sentences C) the amount of time spent proofreading D) the quality of your thinking E) the readability index rating Answer: D Explanation: D) Audiences are likely to equate the quality of your writing with the quality of your thinking. Poor-quality messages create an impression of poor-quality thinking and can cause confusion, frustration, and costly delays. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

7) Which of the following should be considered during the first round of proofreading and revision? A) Spelling and grammar B) Visual aids match the text C) Heading and subheadings are used D) All the key points researched are included E) Whether the document accomplishes its goals Answer: E Explanation: E) Start with the "big picture," making sure that the document accomplishes your overall goals before moving to finer points, such as readability, clarity, and conciseness. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 8) After ensuring a document accomplishes its goals, what should be looked at in the next review of the document? A) Readability, clarity, and conciseness B) Proper channel C) Audience analysis D) Mechanics E) Format Answer: A Explanation: A) Start with the "big picture," making sure that the document accomplishes your overall goals before moving to finer points, such as readability, clarity, and conciseness. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

9) Which of the following is an important point to verify when you are evaluating the content of a draft? A) The primary audience is clearly identified. B) All information is accurate, relevant, and complete. C) No points are repeated. D) Headings and subheadings are incorporated. E) All information is given equal space and attention. Answer: B Explanation: B) When evaluating the content of your message, ensure the information is accurate, the information is relevant to the audience and that there is enough information to satisfy the reader's needs. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 10) Which of these is an important goal when you are evaluating the content of your message? A) Verifying that it's easy to identify sources of information B) Making sure all ideas get the same amount of space C) Ensuring a good balance of general and specific information D) Verifying that the message is long enough for corporate guidelines E) Showing an interesting use of color and contrast Answer: C Explanation: C) Make sure there is a good balance between general information (giving readers enough background information to appreciate the message) and specific information (giving readers the details they need to understand the message). Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

11) When reviewing a message for organization what should you look for? A) Enough information to satisfy the readers needs B) If the reader has enough background information to understand the message C) If all the information is accurate D) All points are covered in a logical order E) If the information is relevant to the audience Answer: D Explanation: D) When you are satisfied with the content of your message, you can review its organization to make sure all the points are covered in the most logical order. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 12) During the revision process, how should you treat the most important ideas in a message? A) Cite your research B) Use bold and italics generously to highlight each important ideas C) Prioritize ideas based on corporate norms D) Make topic sentences out of each important idea E) Make sure important ideas are in the most prominent positions Answer: E Explanation: E) You should ensure the most important ideas receive the most space and they are placed in the most prominent positions. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

13) During which part of the review process should you check to see if a better sequence of information would be more effective? A) When evaluating for content B) When evaluating for organization C) When evaluating for style D) When evaluating for tone E) When evaluating for accuracy Answer: B Explanation: B) When you are satisfied with the content of your message, you can review its organization and see if a better arrangement of information would be more effective. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 14) Which of the following is your responsibility when evaluating and revising the work of others? A) Rewriting the message in your style B) Adding interest to the message C) Helping the writer succeed at their task D) Changing the emphasis of the message E) Helping the writer learn editing skills Answer: C Explanation: C) Unless you've specifically been asked to rewrite something in your own style, keep in mind that your job is to help the other writer succeed at his or her task, not to impose your writing style. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 15) Revising your message is important because readers are likely to equate the quality of your writing with the quality of your thinking. Answer: TRUE Explanation: Readers often equate the quality of your writing with the quality of your thinking, especially if what they're reading is the only contact they have with you. Difficulty: Easy LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 7 Copyright © 2021 Pearson Education, Inc.

16) When you edit someone else's work without knowing their goal, you run the risk of making the piece less effective. Answer: TRUE Explanation: Make sure you understand the writer's intent before you begin suggesting or making changes. If you try to edit or revise without knowing what the writer hoped to accomplish, you run the risk of making the piece less effective, not more. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 17) When reviewing the conclusion, you must make sure the recommendations easy to understand. Answer: FALSE Explanation: Review the conclusion to be sure that it summarizes the main idea and leaves the audience with a positive impression. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 18) Why is it important to revise your content before moving on to the design stage? Answer: Before getting to the design stage, it's important to fine-tune the content you've diligently researched, organized, and composed. Successful communicators recognize that the first draft is rarely as tight, clear, and compelling as it needs to be. Careful revision can mean the difference between a rambling, unfocused message and a lively, direct message that gets results. Poor-quality messages create an impression of poor-quality thinking and can cause confusion, frustration, and costly delays. With more complex messages, try to put your draft aside for a day or two before you begin the revision process so that you can approach the material with a fresh eye. Then start with the "big picture," making sure that the document accomplishes your overall goals before moving to finer points, such as readability, clarity, and conciseness. Difficulty: Difficult LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

19) What should be your focus when you evaluate the content and organization of your message? Answer: When you begin the revision process, focus your attention on content, organization, style, and tone. To evaluate the content of your message, be sure the information is accurate and relevant to the audience. Also be sure there is enough information to satisfy the reader's needs. Find a good balance between general information (giving readers enough background information to appreciate the message) and specific information (giving readers the details they need to understand the message). When reviewing the organization of the message, check to see if all the points are covered in the most logical order and that the most important ideas receive the most space, and are in prominent positions. See if the message would be more convincing if it were arranged in a different sequence, or if any points are repeated when they don't need to be. Finally, be sure details are grouped together logically and not scattered through the document. Difficulty: Difficult LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 20) How can you provide meaningful feedback to other writers when reviewing their work? Answer: Before you dive into someone else's work, recognize the dual responsibility that doing so entails. First, unless you've been specifically asked to rewrite something in your own style or to change the emphasis of the message, remember that your job is to help the other writer succeed at his or her task, not to impose your writing style or pursue your own agenda. In other words, make sure your input focuses on making the piece more effective, not on making it more like something you would've written. Second, make sure you understand the writer's intent before you begin suggesting or making changes. If you try to edit or revise without knowing what the writer hoped to accomplish, you run the risk of making the piece less effective, not more. Difficulty: Moderate LO: 6.1: Discuss the value of careful revision, and describe the tasks involved in evaluating your first drafts and the work of other writers. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

21) Readability indexes measure ________, so they offer a useful reference point for improving your writing. A) style and syntax B) sentence length C) tone of voice D) proper word usage E) clarity of sentence structure Answer: B Explanation: B) Readability indexes offer a useful point of reference by measuring word length and number of syllables, as well as sentence and paragraph length. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Concept/Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 22) When does it make the most sense to review a document for readability? A) During the research phase B) Right after you assess the audience's reading level C) After the target audience has received and read it D) After you have confirmed its content, organization, style, and tone E) As you are committing your thoughts to words Answer: D Explanation: D) After confirming the content, organization, style, and tone of your message, make a second pass to improve readability. Difficulty: Difficult LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 23) Which of these is a potential benefit of making sure all your messages are well-crafted efforts that respect the audience's time? A) You will no longer be tasked with writing routine messages. B) You'll be more popular with audience members. C) You will be able to proofread the work of others, gaining insight into organizational activities. D) You will be able to limit the amount supporting evidence needed. E) People will pay more attention to your work in the future. Answer: E Explanation: E) If you earn a reputation for creating well-crafted documents that respect the audience's time, people will pay more attention to your work. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 10 Copyright © 2021 Pearson Education, Inc.

24) Which of the following is a good way to improve the readability of a message? A) Make it easy to skim B) Avoid lists and bullets C) Highlight every key detail D) Use long paragraphs E) Avoid all use of jargon Answer: A Explanation: A) Beyond using shorter words and simpler sentences, you can improve the readability of a message by making the document interesting and easy to skim. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 25) Which of the following is one way to make a document easier to skim and allow the reader to quickly find key ideas? A) Keep sentence length consistent B) Use shorter paragraphs C) Avoid lists and bullets D) Build a strong narrative E) Eliminate headings and subheadings Answer: B Explanation: B) Four techniques will make your message easier to read and easier to skim: varying sentence length, using shorter paragraphs, using lists and bullets instead of narrative, and adding effective headings and subheadings. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 26) Which of the following is an advantage of using short sentences? A) They are useful for showing relationships. B) They quickly convey complex ideas. C) They effectively summarize previous information. D) They can be processed quickly. E) They can quickly alert the reader as to what will follow. Answer: D Explanation: D) Short sentences can be processed quickly and are easier for nonnative speakers and translators to interpret. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 11 Copyright © 2021 Pearson Education, Inc.

27) When would medium-length sentences be most effective in a document? A) When the writer wants to alert the reader as to what will follow B) When summing up information for non-native English speakers C) When information needs to be processed quickly D) When a specific point needs to be made E) When the writer wants to show relationships among ideas Answer: E Explanation: E) Medium-length sentences are useful for showing the relationships among ideas. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 28) Which of the following is a disadvantage of using too many short sentences in a document? A) The writing becomes choppy. B) Short sentences will lack the punch and impact of longer sentences. C) Short sentences usually have complicated structures. D) Short sentences are more difficult to skim. E) Short sentences are often unrelated to other sentences in the paragraph. Answer: A Explanation: A) Too many short sentences in a row can make your writing choppy. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 29) Skillful writers use informative headings and subheadings to A) conceal the basic structure of the document. B) guide readers to think a certain way about the topics covered. C) add a decorative flair to mundane documents. D) take up space so the document doesn't look too short. E) identify a topic but do little more. Answer: B Explanation: B) A heading is a brief title that tells readers about the content of the section that follows. Informative headings guide readers to think in a certain way about the topic. Difficulty: Difficult LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

30) Which of the following is the ideal length for a paragraph when you are working to make a message visually inviting and easy to read? A) One screen of a mobile device B) Generally, 100 words or fewer C) At least one page D) Between 300 and 500 words E) One sentence Answer: B Explanation: B) The optimum paragraph length is short to medium in most cases. Short paragraphs, generally 100 words or fewer, are easier to read than long ones, and they make your writing look inviting. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 31) In what way can headings help the reader understand how a message is structured? A) Headings provide key conclusions. B) Headings prevent readers from superficially skimming. C) Headings show how a document is organized. D) Headings keep paragraph length to a minimum. E) Headings can replace bullet points. Answer: C Explanation: C) Headings show your reader at a glance how the document is organized. They act as labels to group related paragraphs and organize lengthy material into shorter sections. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

32) Which of the following can be used to help the reader transition from one key idea to the next? A) Long sentences that explain structure B) Bullet points C) A series of short sentences D) Headings and subheadings E) Short paragraphs Answer: D Explanation: D) Using headings and subheadings together helps readers see the relationship between main ideas and subordinate ones so that they can understand your message more easily. Moreover, headings and subheadings visually indicate shifts from one idea to the next. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 33) How do descriptive headings differ from informative headings? A) Descriptive headings require more creative skill to write. B) Descriptive headings target the primary audience segment; informative headings target secondary readers. C) Descriptive headings are longer and more detailed; informative headings are short and to the point. D) They are essentially identical. E) Descriptive headings simply identify section topics; informative headings guide readers to think in a certain way. Answer: E Explanation: E) Descriptive headings, such as "Cost Considerations," identify a topic but do little more. Informative headings help guide readers to think about the topic in a certain way. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

34) In what way do informative headings help the reader save time? A) The reader can gain knowledge of the topic from the headings and subheadings without reading the entire document. B) Informative headings can replace topic sentences. C) The parallel construction used in the headings will allow for emphasis of key ideas. D) Informative headings are "mini paragraphs" about key topics. E) Informative headings will invite the audience to read further. Answer: A Explanation: A) Informative headings guide readers to think in a certain way about the topic. They are also helpful in guiding your work as a writer, especially if cast as questions you plan to address in your document. Well-written informative headings are self-contained, which means readers can read just the headings and subheadings and understand them without reading the rest of the document. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 35) Although you should vary the length of paragraphs in your business messages, in general you should strive for short paragraphs. Answer: TRUE Explanation: Readers find large paragraphs and long blocks of text intimidating, and frequently fail to read an entire paragraph if it seems too long. Since your goal is to be understood, try to keep paragraphs short. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 36) Readers can get a more out of a document just by reading its descriptive headings than by reading its informative headings. Answer: FALSE Explanation: Informative headings provide much more information than descriptive headings. Informative headings, when well written, can function like an outline of the entire document. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

37) Headings should identify the topic, and do nothing else. Answer: FALSE Explanation: Descriptive headings identify a topic but do little more. Informative headings guide readers to think in a certain way about the topic. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 38) Briefly describe at least three advantages of using lists in business documents. Answer: Lists can show the sequence of your ideas, heighten their impact visually, and help readers find your key points. They also provide readers with clues, simplify complex subjects, highlight the main point, break up the page visually, ease the skimming process, and give readers a breather. Difficulty: Moderate LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 39) Discuss three functions of effective headings serve in business documents. Answer: Headings contribute to the document's organization by showing the reader at a glance how the document is organized. They act as labels to group related paragraphs and organize material into short sections. Headings also control the reader's attention, making the text easier to read and helping the audience find the parts they need to read—or skip. Finally, headings help readers make connections between subordinate ideas and main ones. Difficulty: Difficult LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

40) Describe the advantages and disadvantages of various sentence structures. Answer: By choosing words and sentence structure with care, you can create a rhythm that emphasizes important points, enlivens your writing style, and makes information more appealing to your reader. For example, a short sentence that highlights a conclusion at the end of a substantial paragraph of evidence makes your key message stand out. Try for a mixture of sentences that are short (up to 15 words or so), medium (15-25 words), and long (more than 25 words). Each sentence length has its advantages. Short sentences can be processed quickly and are easier for nonnative speakers and translators to interpret. Medium-length sentences are useful for showing the relationships among ideas. Long sentences are often the best for conveying complex ideas, listing multiple related points, or summarizing or previewing information. Of course, each sentence length also has disadvantages. Too many short sentences in a row can make your writing choppy. Medium sentences can lack the punch of short sentences and the informative power of longer sentences. Long sentences can be difficult to understand because they contain more information and usually have a more complicated structure. Because readers can absorb only a few words per glance, longer sentences are also more difficult to skim. By choosing the best sentence length for each communication need and remembering to mix sentence lengths for variety, you'll get your points across while keeping your messages lively and interesting. Difficulty: Difficult LO: 6.2: List four techniques you can use to improve the readability of your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 41) When you are reviewing for clarity, what are the three areas you should review? A) Readability, persuasion, and effectiveness B) Paragraph organization, sentence structure, and word choices C) Spelling, grammar, and other mechanical issues D) Sentence length, sentence strength, and word power E) Short words, medium sentences, and long paragraphs Answer: B Explanation: B) Make sure every sentence conveys the message you intend and that readers can extract that meaning without needing to read it more than once. To ensure clarity, look closely at your paragraph organization, sentence structure, and word choices. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

42) Which of the following will help improve the clarity of a document? A) Incorporate hedging sentences B) Vary sentence construction C) Break up overly long sentences D) Add dangling modifiers E) Use noun sequences whenever possible Answer: C Explanation: C) Break up overly long sentences. If you find yourself stuck in a long sentence, you're probably trying to make the sentence do more than it can reasonably do. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 43) Which of the following will help a writer avoid hedge sentences? A) Using predictions as facts B) Adding modifiers C) Incorporating parallel construction D) Using confident, definitive statements rather than weak, tentative statements E) Building a logical order to the information Answer: D Explanation: D) Hedging means pulling back from making a confident, definitive statement about a topic. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

44) Which of the following can be used to show that ideas are related and of similar importance? A) Bullets and lists B) Multiple nouns to replace a single noun C) Clarification of awkward references D) Keeping the subject and predicate as close as possible E) Imposing parallelism Answer: E Explanation: E) When you have two or more similar ideas to express, make them parallel by using the same grammatical construction. Parallelism shows that the ideas are related, of similar importance, and on the same level of generality. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 45) Which of the following helps clarify sentence structure? A) Keeping the subject and predicate as close together as possible B) Incorporating references C) Using camouflaged verbs to replace adjectives D) Using long words and phrases E) Adding redundancy Answer: A Explanation: A) Keep the subject and predicate of a sentence as close together as possible. When the subject and predicate are far apart, readers may need to read the sentence twice to figure out who did what. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

46) Which of the following is an advantage of using specific pointers instead of phrases such as "the above mentioned," "the former," and "the latter"? A) Clarification of sentence structure B) Elimination of awkward references C) Replaced camouflaged verbs D) Parallelism E) Corrected dangling modifiers Answer: B Explanation: B) If you want readers to refer to a specific point in a document, avoid vague references such as "the above-mentioned," "as mentioned above," "the aforementioned," "the former," "the latter," and "respectively." Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 47) Which of the following is achieved when a message is shortened by removing unneeded words and phrases from a document? A) Clarity B) Mechanical improvements C) Conciseness D) Emphasis of key ideas E) Organization Answer: C Explanation: C) Many of the changes you make to improve clarity also shorten your message by removing unnecessary words. Conciseness is examining the text with the specific goal of reducing the number of words. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

48) When editing a document for conciseness, how can you determine if a word or phrase is essential? A) Try to replace headings with subheading B) Try to change the sentence structure C) Try to replace camouflaged verbs D) See if the meaning changes when the work is removed E) See if you can impose parallelism Answer: D Explanation: D) To test whether a word or phrase is essential, try the sentence without it. If the meaning doesn't change, leave it out. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 49) Which of the following is an advantage of replacing long words and phrases with short words and phrases in a document? A) Non-essential words can be highlighted. B) Redundancies can be added. C) It is easier to begin the sentences with "It is" or "There are" starters. D) The sentence structure is clarified. E) Sentences tend to be more vivid and easier to read. Answer: E Explanation: E) Short words and phrases are generally more vivid and easier to read than long ones. Also, by using infinitives (the "to" form of a verb) in place of some phrases, you can often shorten sentences while making them clearer. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

50) Which of the following are word combinations that essentially say the same thing as single words? A) Redundancies B) Starters C) Clarifiers D) Hedges E) Nouns Answer: A Explanation: A) In some word combinations, the words say the same thing. For instance, "visible to the eye" is redundant because visible is enough without further clarification; "to the eye" adds nothing. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 51) Which of the following should be part of your focus when editing for conciseness? A) Building simple sentences B) Making sure each word contributes to an effective sentence C) Replacing paragraphs with bullets and lists D) Ensuring consistent tone throughout E) Checking readability Answer: B Explanation: B) As you rewrite, concentrate on how each word contributes to an effective sentence and on how each sentence helps build a coherent paragraph. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

52) When editing for conciseness, which of the following should be eliminated? A) Headings B) Verbs C) "It is" and "There are" starters D) Short paragraphs E) Bullets and lists Answer: C Explanation: C) If you start a sentence with an indefinite pronoun such as "it" or "there," chances are the sentence could be shorter and more active. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 53) A ________ is a verb that has been changed into a noun or an adjective. A) transitive verb B) transformed predicate C) predicate D) camouflaged verb E) subject Answer: D Explanation: D) Watch for words ending in -ion, -ing, -ance, -ment, or -ency. Such endings change strong verbs into nouns and adjectives. Difficulty: Difficult LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

54) Word combinations such as basic fundamentals, anonymous stranger, and future plans are examples of A) predicates. B) redundancies. C) squinting modifiers. D) camouflaged verbs. E) hedges. Answer: B Explanation: B) In some word combinations, the words say the same thing. For instance, "anonymous stranger" is redundant because by definition a stranger is someone whom you haven't met or don't know; so, he/she is anonymous—not named or identified. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Analytical thinking Learning Outcome: Plan and prepare business messages 55) To increase the sophistication of your message, make liberal use of references such as "the latter," "the former," "the aforementioned," and "as mentioned above." Answer: FALSE Explanation: Terms such as "the latter," "the former," "the aforementioned," and "as mentioned above" fail to make a text sound more sophisticated. Instead, these terms cause the text to seem stuffy, pretentious, and vague to the reader. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 56) Clarity can be improved by looking closely at organization, structure, and word choices. Answer: TRUE Explanation: To ensure clarity, look closely at your paragraph organization, sentence structure, and word choices. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

57) When a document is short and concise, readers will feel that not enough time was devoted to the writing process. Answer: FALSE Explanation: Readers appreciate conciseness and are more likely to read your documents if you have a reputation for efficient writing. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 58) Briefly describe two strategies for clarifying sentence structure. Answer: Keep the subject and predicate of a sentence as close together as possible, and keep adjectives, adverbs, and prepositional phrases as close as possible to the words they modify. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 59) Describe steps that will help when editing for clarity. Answer: Make sure every sentence conveys the message you intend and that readers can extract that meaning without needing to read it more than once. To ensure clarity, look closely at your paragraph organization, sentence structure, and word choices. Break up overly long sentences and rewrite hedge sentences. When you hedge too often or without good reason, you come across as being unsure of what you're saying. When you have two or more similar ideas to express, make them parallel by using the same grammatical construction. Parallelism shows that the ideas are related, of similar importance, and on the same level of generality. Sometimes a modifier is not just an adjective or an adverb but an entire phrase modifying a noun or a verb. Be careful not to leave this type of modifier dangling, with no connection to the subject of the sentence. Replace camouflaged verbs, especially those that end in -ion, -tion, -ing, -ment, -ant, ent, -ence, -ance, and -ency. Clarify sentence structure by keeping the subject and predicate of a sentence as close together as possible. Use a specific pointer to clarify awkward references. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

60) What can be done to make a message more concise? Answer: Many of the changes you make to improve clarity also shorten your message by removing unnecessary words. Delete unnecessary words and phrases. To test whether a word or phrase is essential, try the sentence without it. If the meaning doesn't change, leave it out. Shorten long words and phrases. Short words and phrases are generally more vivid and easier to read than long ones. Also, by using infinitives (the "to" form of a verb) in place of some phrases, you can often shorten sentences while making them clearer. Eliminate redundancies. In some word combinations, the words say the same thing. For instance, "visible to the eye" is redundant because visible is enough without further clarification; "to the eye" adds nothing. Rewrite "It is/There are" starters. If you start a sentence with an indefinite pronoun such as "it" or "there," chances are the sentence could be shorter and more active. As you rewrite, concentrate on how each word contributes to an effective sentence and on how each sentence helps build a coherent paragraph. Difficulty: Moderate LO: 6.3: Describe eight steps you can take to improve the clarity of your writing, and give four tips on making your writing more concise. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 61) Which of the following describes the total effect of the page or screen design, including graphics, typography, and other aspects that help to display professionalism in a message? A) Tone B) Type style C) Clarity D) White space E) Production quality Answer: E Explanation: E) The production quality of your message—the total effect of page or screen design, graphical elements, typography, and so on—plays an important role in the effectiveness of your message. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

62) How do poor design decisions affect the readability and the effectiveness of the message? A) They act as a barrier to communication. B) The tone of the document is harder to identify. C) They add to the consistency of the message. D) They add balance. E) They encourage subjective understanding of the message. Answer: A Explanation: A) Poor design decisions, such as using distracting background images behind text, pointless animations, or tiny typefaces, act as barriers to communication. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 63) Which of the following is an advantage of an effective design? A) The design helps to eliminate ineffective tone. B) The design helps guide the reader through the message. C) The design acts as a barrier to poor communication. D) The design replaces the nonverbal messages for the reader. E) The design minimizes the effect of production quality. Answer: B Explanation: B) Effective design helps you establish the tone of your document and helps guide your readers through your message. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 64) How do serif and sans serf typefaces differ? A) Serif typefaces present an informal look, whereas sans serif faces create a formal look. B) Serif typefaces work only below 10 or 12 points; sans serif work at any size. C) Sans serif typeface is used for print messages; serif is used for digital messages. D) Serif typefaces have small crosslines at the ends of each letter stroke; sans serif faces do not. E) Serif typefaces are obsolete in business. Answer: D Explanation: D) Serif typefaces have small crosslines (called serifs) at the ends of each letter stroke. Sans serif typefaces, in contrast, lack these serifs. Difficulty: Difficult LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 27 Copyright © 2021 Pearson Education, Inc.

65) Which of these is an important consideration when you communicate with an audience multiple times? A) Balance of text and graphics B) Restraint C) Haptics D) Technical detail E) Design and layout consistency Answer: E Explanation: E) Throughout each message, be consistent in your use of margins, typeface, type size, spacing, color, lines, and position. Being consistent from message to message is beneficial as well, because it helps audiences recognize your documents and know what to expect. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 66) How does the visual balance of a message's design support the tone of the message? A) Visual balance, like tone, can be too formal, just right, or too informal. B) Visual balance should always contrast the formality of the tone. C) Visual balance is subjective, whereas tone is always objective. D) Visual balance and tone are both objective, measurable qualities. E) Visual balance can replace the need for detail and objectivity. Answer: A Explanation: A) Balance is an important but subjective issue. Like the tone of your language, visual balance can be too formal, just right, or too informal for a given message. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

67) When working to improve the design of a document, which of the following should be emphasized? A) Detail B) Restraint C) Bolded and underlined sections D) Redundancies E) Bullets and lists Answer: B Explanation: B) Strive for simplicity. Don't clutter your message with too many design elements, too many colors, or too many decorative touches. Anything that doesn't support your message should be removed, if possible. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 68) Which of the following design elements creates visual contrast and resting points for the reader? A) Restraint B) Justified margins C) White space D) Varying type styles E) Boldface Answer: C Explanation: C) Any space that doesn't contain text or artwork, both in print and online, is considered white space. These unused areas provide visual contrast and important resting points for your readers. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

69) Which of the following is one way using justified paragraphs changes the look of a document? A) It creates a lighter look in the document. B) It increases the amount of white space along the right margin. C) It is easier to read. D) It looks more formal and less personalized. E) There are fewer gaps between words. Answer: D Explanation: D) Justified margins create a denser look because the uniform line lengths decrease the amount of white space along the right margin and they produce a more formal and less personalized look. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 70) Which of these is a good combination of type sizes for a typical printed business document? A) 8 points for regular text; 32 points for headings B) 6 points for regular text; 32 points for headings C) 18 points for regular text; 12 points for headings D) 14 points for regular text; 16 points for headings E) 12 points for regular text; 18 points for headings Answer: E Explanation: E) For most printed business messages, use a size of 10 to 12 points for regular text and 12 to 18 points for headings and subheadings. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

71) Which of the following are the decorative type elements such as boldface, italics, and color referred to as? A) Type style B) Typeface C) Justification D) White space E) Balance Answer: A Explanation: A) Type style refers to any modification that lends contrast or emphasis to type, including boldface, italic, underlining, color, and other highlighting and decorative styles. Difficulty: Easy LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 72) Which of the following is the "quality inspection" stage of the revision process referred to as? A) Design B) Proofreading C) Mechanics D) Haptics E) Consistency Answer: B Explanation: B) Proofreading is the quality inspection stage for your documents, your last chance to make sure that your document is ready to carry your message—and your reputation— to the intended audience. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

73) Businesspeople who compose messages for mobile devices should A) keep formats simple. B) write complex paragraphs. C) eliminate all on-screen white space. D) assume device compatibility. E) not bother to proofread; technology will autocorrect errors. Answer: A Explanation: A) Avoid formats that interfere with fast reading, such as busy typefaces, complex graphics, and complicated layouts. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 74) For effective document design in business communication, you should A) fit as much material as possible on each page. B) mix different typefaces and decorative touches throughout the document. C) strive for simplicity. D) use a one-size-fits-all approach to balance design elements. E) utilize horizontal layouts exclusively. Answer: C Explanation: C) Strive for simplicity. Don't clutter your message with too many design elements, too many colors, or too many decorative touches. Anything that doesn't support your message should be removed, if possible. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

75) Centered type is commonly used for A) making the document easier to read. B) text paragraphs. C) headings and subheadings. D) adding emphasis. E) eliminating formality. Answer: C Explanation: C) Centered type is rarely used for text paragraphs but is commonly used for headings and subheadings. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 76) Which of the following is usually included in a typical memo heading? A) The writer's signature B) Salutation C) Subject D) Complimentary close E) Who is copied on the memo Answer: C Explanation: C) Most memos include four headings: Date, To, From, and Subject. However, memos usually don't include a salutation, complimentary close, or signature. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 77) When sending a business letter, most are printed on letterhead stationery. Answer: TRUE Explanation: Business letters are usually printed on letterhead stationery, which includes the company's name, address, and other contact information. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

78) When designing a communication for a mobile device, white space should be increased. Answer: TRUE Explanation: White space is always helpful, but it's critical on small screens because readers are trying to get the point of every message as quickly as possible. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 79) Think in "small chunks" of information when writing for someone who'll read your message on a smartphone. Answer: TRUE Explanation: Mobile readers consume information one screen at a time, so divide your message into independent, easy-to-consume bites. Difficulty: Moderate LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 80) Identify and discuss four techniques you can to make the content of a message "mobile friendly." Answer: The following techniques will help you format content for mobile devices: Think in small chunks. Mobile users consume information one screen at a time; so divide your message into independent, easy-to-consume bites. Use plenty of white space. Keep paragraphs short (4-6 lines) and separate them with blank lines so the reader's eyes can easily jump from one point to the next. Keep formats simple. Avoid anything that can interfere with of fast, easy reading: e.g., busy typefaces, complex graphics, and complicated layouts. Consider horizontal and vertical layouts. Most mobile devices allow users to rotate their screen content from horizontal to vertical. A layout that doesn't work well with the narrow vertical perspective might be acceptable at the wider horizontal perspective. Difficulty: Difficult LO: 6.4: List four principles of effective design, and explain the role of major design elements in document readability. Skill: Reflection AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

81) Which stage of the writing process is your "last chance" to make sure the document carries the message? A) Design B) Proofreading C) Mechanics D) Haptics E) Consistency Answer: B Explanation: B) Proofreading is the quality inspection stage for your documents, your last chance to make sure that your document is ready to carry your message—and your reputation— to the intended audience. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 82) Which of the following are problems to look for during the proofreading stage? A) Errors in audience analysis B) Confusion over project goals C) Mistakes that crept in during production D) Poor choices regarding distribution E) Network and mobile device incompatibility Answer: C Explanation: C) Look for two types of problems during proofreading: (1) undetected mistakes from the writing, design, and layout stages, and (2) mistakes that crept in during production. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

83) Which of the following will aid in ensuring the proofreading process achieves its goals? A) Read the document from beginning to end, as a reader would B) Do a fast, casual scan of a document so you don't get distracted by details C) Approach it methodically, looking for specific problems D) Use your app's grammar and spell check E) Immediately after writing the document Answer: C Explanation: C) Resist the temptation to treat proofreading as a casual scan up and down the page or screen. Instead, approach it as a methodical procedure in which you look for specific problems that may occur. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 84) Which of the following is an advantage of making multiple passes in the proofreading process? A) You will not need to use perceptual tricks. B) You can be less vigilant and focused. C) You can review digital documents without printing. D) You can focus on a different aspect of document quality each time. E) You can read large amounts of information at once. Answer: D Explanation: D) Go through the document several times, focusing on a different aspect each time. For instance, look for content errors the first time and layout errors the second time. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

85) Which of the following perceptual tricks can be used when proofreading to make sure you are not missing an obvious error? A) Make multiple passes B) Take your time C) Stay focused D) Avoid reading a large document in one sitting E) Read the document out loud Answer: E Explanation: E) Try (1.) reading each page backward, from the bottom to the top, (2.) placing your finger under each word and reading it silently, (3.) making a slit in a sheet of paper that reveals only one line of type at a time, and (4.) reading the document aloud and pronouncing each word carefully. Difficulty: Difficult LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 86) Which of the following is an effective strategy for proofreading? A) Read the document several times in one session B) Use distractions as a way to refocus C) Give yourself time after finishing the first draft D) Proofread immediately after finishing the document E) Read the document from start to finish twice Answer: C Explanation: C) If possible, don't proofread immediately after finishing a document; let your mind wander off to new topics and then come back fresh later on. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

87) Which of the following is a methodical evaluation of the product's quality as it relates to design goals? A) Conciseness B) Descriptiveness C) Quality assurance D) Perspective E) Intelligent design Answer: C Explanation: C) Quality assurance is a manufacturing terms that represents a methodical evaluation of the product quality relative to its design goals. Quality assurance should be an essential part of your communication process, whether you are writing reports, presentations, or completing any other type of assignment. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 88) The amount of time needed for proofreading depends on the complexity of the writing. Answer: TRUE Explanation: The amount of time you need to spend on proofing depends on the length and complexity of the document and the situation. Difficulty: Moderate LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 89) Explain the importance and process of proofreading. Answer: Proofreading is important because it is your last chance to make sure that your document is ready to carry your message—and your reputation—to the intended audience. When proofreading, you should check the document for errors from the writing, design, and layout stages, and mistakes that crept in during production. More specifically, you should be on the lookout for writing errors (such as typographical mistakes and misspelled words), missing elements (text sections and visual aids), and design and formatting errors (such as incorrect font selections and page numbers). Difficulty: Difficult LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

90) Which types of problems should be looked for during the proofreading process? Answer: Proofreading is the quality inspection stage for your documents, your last chance to make sure that your document is ready to carry your message—and your reputation—to the intended audience. Look for two types of problems: (1) undetected mistakes from the writing, design, and layout stages and (2) mistakes that crept in during production. Resist the temptation to treat proofreading as a casual scan up and down the page or screen. Instead, approach it as a methodical procedure in which you look for specific problems that may occur. Difficulty: Difficult LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 91) Identify eight techniques for effective proofreading. Answer: First, make multiple passes. Go through the document several times, focusing on a different aspect each time. For instance, look for content errors the first time and layout errors the second time. Second, use perceptual tricks. To keep your brain from tricking you, you need to trick it by changing the way you process the visual information. Third, double-check highpriority items. Double-check the spelling of names and the accuracy of dates, addresses, and any number that could cause grief if incorrect. Fourth, give yourself some distance. If possible, don't proofread immediately after finishing a document; let your mind wander off to new topics and then come back fresh later on. Fifth, be vigilant. Avoid reading large amounts of material in one sitting and try not to proofread when you're tired. Sixth, stay focused. Concentrate on what you're doing. Try to block out distractions and focus as completely as possible on your proofreading task. Seventh, review complex digital documents on paper. Some people have trouble proofreading webpages, online reports, and other digital documents on screen. If you have trouble, try to print the materials so you can review them on paper. Eighth, take your time. Quick proofreading is not careful proofreading. Difficulty: Difficult LO: 6.5: Explain the importance of proofreading, and give eight tips for successful proofreading. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

92) Which of the following factors should you consider when distributing lengthy reports or multimedia productions? A) Cost B) Digital elements C) Page numbering D) Column sizing and spacing E) Using a letter or memo to introduce the report Answer: A Explanation: A) Cost isn't a concern for most messages, but for lengthy reports or multimedia productions, it may well be. Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 93) Why is it important to consider the nonverbal message your choice of distribution method sends? A) The delivery message can have a greater impact than the document itself. B) Making appropriate distribution choices tells recipients you have good business sense. C) Your delivery choice should indicate success whether the document is accepted or not. D) Distribution expectations vary widely from one culture to the next. E) With mobile devices, distribution is no longer an issue. Answer: B Explanation: B) Be sure to consider the nonverbal message you send regarding cost as well. Overnight delivery of a printed report could look responsive in one situation but wasteful in another, for example. Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

94) Which of these audience needs should you consider when distributing a large digital file? A) Hardware costs B) Technology predictions C) Audience convenience D) The nonverbal message E) Availability of graphical elements Answer: C Explanation: C) How much work is involved for you and your audience? For instance, if you use a file-compression utility to shrink the size of email attachments, make sure your recipients have the means to expand the files on arrival. Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 95) Which of the following is a concern about delivery methods when a communication contains sensitive information? A) Time B) File compression method C) Convenience D) Cost E) Security Answer: E Explanation: E) For the most sensitive messages, your company will probably restrict both the people who can receive the messages and the means you can use to distribute them. Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

96) When attaching a digital document to an email message, which of these is often the best file format to use if recipients are worried about viruses? A) PDF B) Attach a web link C) MS Word D) Document sharing site E) HTML Answer: A Explanation: A) The convenience offered by digital communication needs to be weighed against security and privacy concerns. Instead of sending word processor files, you can use Adobe Acrobat or an equivalent product to convert your documents to PDF files (which are more immune to viruses). Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 97) Which of the following is an advantage of sending a file in a PDF format? A) It is less expensive than all other digital methods. B) PDF files are more immune to viruses than some other options. C) A PDF guarantees message privacy. D) It is less secure and therefore easier for recipients to open. E) PDFs are the only way to send graphics over digital networks. Answer: B Explanation: B) Instead of sending word processor files, you can use Adobe Acrobat or an equivalent product to convert your documents to PDF files (which are more immune to viruses). Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 98) You should always mark a message as urgent to ensure a quick response. Answer: FALSE Explanation: Don't mark any messages, printed or digital, as "urgent" if they aren't truly urgent. Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

99) Discuss the importance of privacy and security when considering electronic distribution methods. Answer: The convenience offered by digital communication needs to be weighed against security and privacy concerns. For the most sensitive messages, your company will probably restrict both the people who can receive the messages and the means you can use to distribute them. In addition, most computer users are wary of opening attachments these days. Instead of sending word processor files, you can use Adobe Acrobat or an equivalent product to convert your documents to PDF files (which are more immune to viruses). Difficulty: Moderate LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages 100) Describe four important issues to consider when distributing business messages. Answer: The first issue is cost. Although it won't be a concern for most messages, it may well be for lengthy reports or multimedia productions. It's vital to invest wisely depending on the importance of your message. Another issue is convenience: how much work is involved for you and your audience? The simplest distribution method is not always best, since what's convenient for you may come across as unprofessional to your audience. Time is also important to take into consideration: how soon does the message need to reach the audience? The distribution method you choose should reflect your audience's preferences and needs. Finally, security and privacy are key considerations. The convenience offered by IM and other technologies needs to be weighed against security and privacy concerns. To minimize potential risks associated with virus-prone email attachments, you can convert your documents to PDF files using Adobe Acrobat or an equivalent product. Difficulty: Difficult LO: 6.6: Discuss the most important issues to consider when distributing your messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Revise, complete, and distribute business messages

Business Communication Today, 15e (Bovee/Thill) Chapter 7 Digital Media 1) Which of the following is an important consideration when using digital media? A) Choosing the best tool for the specific task B) Incorporating offline social behavior C) Incompatible hardware D) Differences in crafting the message E) Response time Answer: A Explanation: A) This chapter highlights two important considerations in using digital media: choosing the best tools for the task at hand and using each tool wisely. These apply to digital and social media options encountered in any profession. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 2) When using digital media, an important consideration to keep in mind is A) printing cost. B) using technology tools wisely. C) incompatible hardware. D) revision costs. E) availability of the technology. Answer: B Explanation: B) This chapter highlights two important considerations in using digital media: choosing the best tools for the task at hand and using each tool wisely. These apply to digital and social media options encountered in any profession. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

3) Which of these short-message technologies now rivals or exceeds email usage in many companies? A) Web content B) Podcasting C) Messaging D) Wikis E) Blogging Answer: C Explanation: C) From basic text messaging on mobile devices to multifunction group systems such as those offered by Slack, messaging in various forms now rivals or exceeds email in many companies. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 4) Using "teasers" in electronic media as a way to pull readers or listeners into a story or other document is A) unethical and should always be avoided. B) appropriate only when large purchases are not involved. C) acceptable, as long as the payoff is valuable and legitimate. D) never appropriate for microblogging sites. E) used only on corporate websites. Answer: C Explanation: C) Teasers are a form of advertising in electronic media. Typically, a teaser makes some kind of promise, and then withholds key information to motivate users to click a URL for more information. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

5) Which of the following is versatile enough to allow large companies to share hundreds or thousands of pages of documents, and just as effectively allows small businesses to create a digital presence with just a few pages of content? A) Podcasts B) Online video C) Social networks D) Websites E) Microblogs Answer: D Explanation: D) Websites are one of the most important digital media types, from small business sites with a few pages up to large corporate sites with hundreds or thousands of pages. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 6) When you are posting comments on social media, A) don't worry about the details of spelling and punctuation. B) focus on one specific medium or system. C) promote your products and services aggressively. D) provide short chunks of information that can help others who visit the site. E) avoid making comments conversational. Answer: D Explanation: D) To be an effective commenter, focus on short chunks of information that a broad spectrum of site visitors will find helpful. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

7) Which of the following is an audio or video option for replacing newsletters, training courses, and other communication activities? A) Social networks B) Content sharing sites C) Wikis D) Blogs E) Podcasts Answer: E Explanation: E) Businesses use podcasts to replace or supplement some conference calls, newsletters, training courses, and other communication activities. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 8) Which of the following is one way to foster collaborative writing when a group is geographically dispersed? A) Podcasts B) Wikis C) Email D) Messaging E) Corporate websites Answer: B Explanation: B) The collaborative nature of wikis—websites that can be expanded and edited by teams, user communities, or the public at large—make them a natural fit for aggregating the knowledge of groups ranging from individual departments to the public at large. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

9) When would a printed message be more suitable than a digital message? A) When the audience is geographically dispersed B) When you want to make a formal impression C) When the audience use technologies in new ways D) When there are variants in technologies E) When there are near-communication capabilities Answer: B Explanation: B) For special messages, such as sending congratulations or condolences, the formality of printed documents usually makes them a much better choice than digital messages. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 10) The ability to update content quickly and easily makes ________ a natural medium when communicators want to get messages out in a hurry. A) websites B) podcasting channels C) blogs or microblogs D) user-generated content sites E) video Answer: C Explanation: C) Blogs and microblogs are great resources for sending messages quickly and easily. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

11) When you wish to have an unchangeable or secured record of a communication, A) send a message as a Word document. B) upload the message to a document sharing site. C) send a print message. D) include reference material. E) send electronic copies to all those in the chain of command. Answer: C Explanation: C) Letters and memos are reliable. Once printed, they can't be erased with a single keystroke or surreptitiously modified the way some digital messages can be. Printed documents also require more effort to copy and forward. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 12) If an audience is overwhelmed with digital content, which of these distribution methods could help a message stand out and get noticed? A) Social network B) Email C) Tweet D) Print E) Podcast Answer: D Explanation: D) If your audience's computers are overflowing with Twitter updates, email, and messaging, sometimes a printed message can stand out enough to get noticed. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

13) Which of the following can be a good way to keep social media followers up-to-date, and promote yourself or your company and its products? A) Websites B) Narratives C) Reference materials D) Status updates and announcements E) Tutorials Answer: D Explanation: D) Depending on the nature of the business you're in, status updates and announcements can be a great way to keep our followers up to day and to promote yourself or your company and its products. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 14) Which of the following is a reason why interested parties should post comments and critiques on blogs and social media sites? A) It is an opportunity to build their personal brands B) To help people better understand which posts are appropriate and which are not C) To take advantage of self-promotion opportunities D) To remind readers of the importance of their work E) To redirect readers to other sites through the use of teasers Answer: A Explanation: A) Sharing helpful tips and insightful commentary is also a great way to build your personal brand. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

15) Which of the following describes the purpose of an orientation on a website? A) An orientation tells readers the key points of the information. B) An orientation is a miniature version of the website. C) An orientation tells readers where to find key points. D) An orientation provides reference material. E) An orientation acts as a narrative. Answer: C Explanation: C) Unlike summaries, orientations don't give away the key points in the collection of information but rather tell readers where to find those points. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 16) Which of the following functions as a miniature version of a document, including all the key points? A) Orientation B) Reference material C) Tutorial D) Summary E) Status update Answer: D Explanation: D) A summary functions as a miniature version of the document, giving readers all the key points while skipping over details, or as a review, reminding readers of the key points they've just read. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

17) Twitter-ready bites of information, extracted from a blog post or other message, are called A) sound bites. B) tweetables. C) emojis. D) FAQs. E) URLs. Answer: B Explanation: B) Tweetables are Twitter-ready bites of information extracted from a blog post or other messages. They often serve as teasers, although a series of them can make an effective summary as well. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 18) Which of the following can be used to pull readers into a story or document by intentionally withholding key pieces of information? A) Narratives B) Summaries C) Orientations D) Announcements E) Teasers Answer: E Explanation: E) Teasers intentionally withhold key pieces of information as a way to pull readers or listeners into a story or other document. Teasers are widely used in marketing and sales messages, such as a bit of copy on the outside of an envelope that promises important information on the inside. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

19) ________ for electronic media include conversations, comments and critiques, orientations, summaries, and narratives. A) Shared systems B) Compositional modes C) Interactive approaches D) Transactional methodologies E) Tweets Answer: B Explanation: B) When you're planning to communicate via digital media, ask yourself what kind of information audience members will need and then choose an appropriate compositional mode. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 20) Clickables are Twitter-ready bites of information extracted from a blog post or other messages. Answer: FALSE Explanation: Tweetables are Twitter-ready bites of information extracted from a blog post or other messages. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 21) When you want to stand out from the flood of digital messages, you should consider creating a printed message. Answer: TRUE Explanation: If your audience's computers are overflowing with Twitter updates, email, and messaging, sometimes a printed message can stand out enough to get noticed. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

22) The concepts of planning, writing, and completing are not all relevant when creating digital messages. Answer: FALSE Explanation: As you practice using various media and channels in this course, it's best to focus on the fundamentals of planning, writing, and completing messages, rather than on the specific details of any one medium or system. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 23) Emojis and emoticons are used to minimize the limitations of a lean medium such as text messaging. Answer: TRUE Explanation: Using emoticons and emojis can be an effective way to minimize the limitations of a lean medium, which is why so many people now use them for personal and business communication. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 24) The meaning of emojis and emoticons are so problematic they are now factors in legal trials. Answer: TRUE Explanation: Emoticons and emojis can cause problems when people don't agree on what they mean. The meanings of emoticons and emojis are so problematic that they are becoming important factors in legal trials regarding workplace harassment and other issues, and serious criminal cases can hinge on their interpretation. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

25) List four general situations in which you would send a printed version of a business message instead of using an electronic medium. Answer: A printed message is especially appropriate (1) when you want to make a formal impression, (2) when you are legally required to provide information in printed form, (3) when you want to stand out from the flood of digital messages your audience receives, and (4) when you need a permanent, unchangeable, or secure record. Difficulty: Difficult LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 26) Identify the nine compositional modes that apply to electronic media in the workplace. Answer: Communicating successfully with electronic media requires a wide range of writing approaches. You can succeed with written communication in virtually all digital media by using one or more of nine compositional modes: conversations, comments and critiques, orientations, summaries, reference materials, narratives, teasers, status updates and announcements, and tutorials and FAQs. Difficulty: Difficult LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Synthesis AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 27) Discuss how to use social media comments to build a personal brand. Answer: One of the most powerful aspects of social media is the opportunity for interested parties to express opinions and provide feedback, whether by leaving comments on a blog post or reviewing products on an e-commerce site. Sharing helpful tips and insightful commentary is also a great way to build your personal brand. To be an effective commenter, focus on short chunks of information that a broad spectrum of other site visitors will find helpful. Rants, insults, jokes, and blatant self-promotion are usually of little benefit to others. Difficulty: Moderate LO: 7.1: Identify the major digital media formats available for business messages, and list nine compositional modes used in digital media. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

28) Which of the following is one reason email has lost some of its appeal as a communication method? A) Lack of availability B) Important messages always get sent to spam folders C) A limited selection of fonts D) The exchange is often limited to two people E) Too many low-value messages Answer: E Explanation: E) In addition to the widespread availability of better alternatives for many communication purposes, the indiscriminate use of email has lowered its appeal in the eyes of many professionals. Difficulty: Easy LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 29) Which of the following are defined as fraudulent messages that trick users into giving out sensitive information or access to a protected network? A) Phishing B) Viruses C) Spam D) Junk E) Filters Answer: A Explanation: A) Email suffers from an enormous problem with spam (unsolicited bulk email) and security risks such as computer viruses and phishing, which is fraudulent messages that prompt unwary users to divulge sensitive information or grant access to protected networks. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

30) Which of the following is an advantage of using email for business communications? A) It no longer needs to be private. B) It is universal. C) It allows for an immediate response. D) It is instantaneous. E) Users are aware of the proper format for messages. Answer: B Explanation: B) Email is universal. Anybody with an email address can reach anybody else with an email address, no matter which systems the senders and receivers are on. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 31) How can email overload be prevented in the planning process of a message? A) By restricting the number of messages allowed per day B) By including personal email with business emails C) By making sure each message has a useful, business-related purpose D) By asking for immediate responses E) By using email only for sensitive content Answer: C Explanation: C) The solution to email overload starts in the planning step, by making sure every message has a useful, business-related purpose. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

32) Which of the following can be done to develop a more effective email message on the first attempt? A) Incorporate appropriate emoticons B) Use a signature block C) Proofread the message D) Plan the message E) Choose the proper medium Answer: D Explanation: D) Even with fairly short messages, spend a moment or two on the message planning tasks. You'll save time in the long run because you will craft a more effective message on the first attempt. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 33) Which of the following is one of the differences between email for personal use and email for business use? A) Business emails can be viewed on digital devices at any time. B) Business emails use the first sentence of the message as part of the subject line. C) Business emails don't go to spam. D) Business emails use emoticons. E) Business emails are more formal. Answer: E Explanation: E) The expectations of writing quality for business email are higher than for personal email, and the consequences of bad writing or poor judgment can be much more serious. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

34) How do legal authorities and courts view email in terms of evidence in lawsuits and criminal investigations? A) Email has the same legal importance as a printed document. B) Email is considered to be personal and private, therefore inadmissible in court C) Only email written on corporate computers can be considered as evidence. D) Only email written to the general public can be used as evidence. E) Email written on personal mobile devices cannot be used in lawsuits or investigations. Answer: A Explanation: A) Email messages and other digital documents have the same legal weight as printed documents, and they are often used as evidence in lawsuits and criminal investigations. Deleting an email is no guarantee that it can't be recovered by a forensic specialist. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 35) Which of the following is considered to be one of the most important sections of the email? A) Date B) Subject line C) Signature block D) The list of those being copied E) Emotional nuances Answer: B Explanation: B) The email subject line might seem like a small detail, but it is actually one of the most important parts of an email message because it helps recipients decide which messages to read and when to read them. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

36) How can a writer help ensure an email subject line will capture the audience's attention? A) Make it long and detailed B) Highlight keywords or phrases using color or bold C) Make it informative and compelling D) Leave it blank E) Make it tweetable Answer: C Explanation: C) To capture your audience's attention, make your subject lines informative and compelling. Go beyond simply describing or classifying your message; use the opportunity to build interest with keywords, quotations, directions, or questions. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 37) Which of the following is an important goal when producing an email message? A) Simplicity B) Damage control C) Email signatures D) Revisions E) Less proofreading Answer: A Explanation: A) Favor simplicity when it comes to producing your email messages. A clean, easily readable font, in black on a white background, is sufficient for nearly all email messages. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

38) Which of the following is the name of the file that will automatically add standard information such as your name and contact information to every email message? A) Emoticon B) Email signature C) PDF D) Reply All E) Blind courtesy Answer: B Explanation: B) Take advantage of your email system's ability to include an email signature, a small file that automatically includes such items as your full name, title, company, and contact information at the end of your messages. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 39) Which of the following is indicated by "bcc" in the address line of an email? A) Everyone can see who is getting the message. B) The "reply all" function has been disabled. C) Other recipients can't see who is receiving the message. D) The message is urgent. E) The message should be considered a high priority. Answer: C Explanation: C) Don't include people in the cc (courtesy copy or "carbon copy," historically) or bcc (blind courtesy copy) fields unless you know how these features work. Everyone who receives the message can see who is on the cc line but not who is on the bcc line. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

40) When you're writing email messages in the workplace, remember that business emails A) require a higher level of quality than personal emails. B) should never be shorter than one screen. C) aren't constrained by the rules of grammar, punctuation, and syntax. D) are the best medium for internal messages, regardless of their content. E) should be copied to senior leadership whenever possible. Answer: A Explanation: A) The expectations of writing quality for business email are higher than for personal email, and the consequences of bad writing or poor judgment can be much more serious. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 41) When sending an email message that includes additional files, which of the following should be verified before you distribute your message? A) The document is marked as urgent. B) A statement as to the value of the message is included. C) Your virus software is still functional. D) All attachments are included. E) Correct acronyms are used. Answer: D Explanation: D) If you intend to include an attachment, be sure that it is indeed attached. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

42) Which one of the following should be considered during the planning phase of creating effective email messages? A) Company email guidelines and policies B) Double-checking your recipient list before sending your message C) Creating informative subject lines that clarify the purpose of your message D) Deciding whether to mark your message as "urgent" E) How many people should receive the message Answer: A Explanation: A) Many companies now have formal email policies that specify how employees can use email, including restrictions against using company email service for personal messages, sending confidential information, or sending objectionable material. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 43) Some email users employ ________ to express emotional nuances in casual or informal email messages. A) emoticons B) images C) blind copies D) subject lines E) signature blocks Answer: A Explanation: A) For many years, users of email have included emoticons in informal messages to express a variety of emotions. However, think carefully before you include one in a workplace message. Difficulty: Easy LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

44) Why is it important to make it clear what you are asking for when sending an email for information or action? A) Businesspeople get hundreds of emails a day and have to determine which they are most interested in. B) To prevent the message from getting too long or complex C) People are likely to ignore the message if they are unclear about what you want. D) Businesspeople may not understand the acronyms you are using. E) To eliminate distractions caused by font, color, and type Answer: C Explanation: C) People will be tempted to ignore your messages if they're not clear about what you want or how soon you want it. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 45) What should you do if you have a particularly long message to share with several recipients via digital means? A) Send it as a series of instant messages B) Include the information as a series of bullet points in the body of an email C) Follow up with a print document D) Send it as an attachment to an email message or provide it as web content E) Use one email for each key point Answer: D Explanation: D) Long messages are easier to read as attached reports or web content. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 46) Spelling, punctuation, and grammar don't matter in email; getting your message out quickly should be your only concern. Answer: FALSE Explanation: Poorly written emails suggest (1) that you don't know the rules of spelling, punctuation, and grammar or (2) that you don't care about your audience enough to apply those rules. Either alternative is unacceptable. Difficulty: Easy LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 21 Copyright © 2021 Pearson Education, Inc.

47) The first line of an email message can be viewed as an extension of your subject line. Answer: TRUE Explanation: Many email programs display the first few words or lines of incoming messages, even before the recipient opens them. Think of the first sentence as an extension of your subject line. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 48) Email makes it easy to express emotion in an accurate and appropriate way. Answer: FALSE Explanation: As a lean medium, email can present challenges when you need to express emotional nuances, whether positive or negative. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 49) What are the characteristics of an effective email subject line? Answer: An effective subject line is both informative and compelling, and captures the audience's attention. It does more than just describe or classify message content. It also builds interest with key words, quotations, directions, or questions. Difficulty: Moderate LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 50) Explain how inappropriate use of email at work can lead to legal problems. Answer: The consequences of bad writing or poor judgment in email can be serious. For example, email messages and other electronic documents have the same legal weight as printed documents, and they are often used as evidence in lawsuits and criminal investigations. Difficulty: Difficult LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

51) What are emoticons? Why are they controversial in business communication? Answer: Email is a lean medium, so expressing emotional nuances in an email message will challenge even experienced communicators. Therefore, users of email (IM and texting too) have developed emoticons to express emotions in casual communication. Over the years, using emoticons in business communication has been widely regarded as unprofessional. Recently, though, more professionals seem to be using them, particularly for communication with close colleagues, even as other professionals still view them as evidence of lazy or immature writing. Given these conflicting perspectives, think carefully before including an emoticon in a workplace email. As a rule, avoid emoticons for all types of external communication and for formal internal communication, and avoid those bright yellow graphical emoticons in all business communication. Difficulty: Difficult LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications 52) Why is email losing its appeal as a primary medium for many companies? Answer: In addition to the widespread availability of better alternatives for many communication purposes, the indiscriminate use of email has lowered its appeal in the eyes of many professionals. In a sense, email is too easy to use—it's too easy to send low-value messages to multiple recipients and to trigger long message chains that become impossible to follow as people chime in along the way. And because it is such a general-purpose tool, email gets used for everything from critically important messages to automated updates and confirmations with little or no value. Email also suffers from an enormous problem with spam (unsolicited bulk email) and security risks such as computer viruses and phishing (fraudulent messages that prompt unwary users to divulge sensitive information or grant access to protected networks). Spam accounts for roughly half of all email, and requires great effort to keep it from flooding users' inboxes. Difficulty: Difficult LO: 7.2: Explain how to adapt the three-step writing process to email messages, and describe the importance of email subject lines. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

53) Which of these communication tools best supports conversational communication better than other digital formats? A) Email B) Memos C) Letters D) Wikis E) Messaging Answer: E Explanation: E) Messaging supports conversational communication better than any other digital format, so it's a natural for much of the daily communication that occurs within organizations and between organizations and customers. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 54) Texting, online chat systems, and instant messaging are examples of which category of communication tools? A) Messaging B) Inverted C) Web content D) Information architecture E) Podcast Answer: A Explanation: A) Messaging technologies include text messaging on mobile phones, conventional instant messaging (IM) systems, online chat systems (such as those used by many companies for customer support), and workplace messaging systems. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

55) Which of the following is an advantage using messaging systems over email? A) Messaging functions on an open system. B) Anyone can participate in messaging. C) Messaging is usually better for conversational exchanges. D) There are no centralized control mechanisms for security threats on messaging systems. E) Alerts can be set up to let the receiver know about incoming messages. Answer: C Explanation: C) Because messaging mimics voice conversation to a high degree, it is better suited to back-and-forth exchanges than email and other digital formats. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 56) How can you minimize the chance of sending instant messages to the wrong people? A) Carry on one conversation at a time B) Follow all security guidelines C) Don't clutter the channel with personal messages D) Don't send lengthy or complex messages E) Make yourself unavailable during work hours Answer: A Explanation: A) Try to avoid carrying on multiple conversations at once, to minimize the chance of sending messages to the wrong people or making one person wait while you tend to another conversation. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

57) If you have a lengthy or complex private message, which of the following communication tools should be used? A) Instant messaging B) Email C) A secure channel D) Acronyms E) Mobile blogging Answer: B Explanation: B) Don't use messaging for lengthy, complex messages. These systems are optimized for short messages, and reading long messages on them can be a chore. Use email or another format instead. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 58) Which of the following is a messaging category that is primarily a phone-based service? A) Direct B) Instant C) Workgroup D) Enhanced E) Text Answer: E Explanation: E) Text messaging, sometimes referred to as short messaging service (SMS), is primarily a phone-based service. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

59) Which of the following is a messaging system that allows users on public platforms to move the conversation to a private, one-to-one conversation? A) Direct B) Instant C) Workgroup D) Enhanced E) Text Answer: A Explanation: A) Direct messaging, also known as private messaging, is a way for users on public social media platforms such as Twitter and Facebook to communicate privately, one-toone. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 60) Systems that go beyond basic messaging capabilities to include shopping, social networking, and other services are considered A) direct. B) instant. C) workgroup. D) enhanced. E) text. Answer: D Explanation: D) Enhanced messaging apps, such as China's WeChat, go well beyond basic messaging capabilities to include shopping, social networking, banking, and more. With roughly one billion people using the service every day, WeChat is a dominant force in Chinese business communication. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

61) Which of the following can be utilized by teams to better utilize file sharing and message archiving? A) Private B) Direct C) Instant D) WeChat E) Workgroup messaging services Answer: E Explanation: E) Workgroup messaging services such as Slack help teams and other workgroups communicate via short messages but usually include many other functions, such as file sharing, scheduling, and searchable message archives. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 62) When messaging customers and other external audiences you don't know well, you should keep the conversation A) direct and short. B) casual. C) detailed, using acronyms frequently. D) informal and conversational. E) formal but conversational. Answer: E Explanation: E) Be aware that on a corporate messaging system, your messages will probably be archived and can be accessed and searched by others, so don't write anything you wouldn't want managers or others to see. With customers and other external audiences or colleagues whom you don't know well, maintain a more formal, though still conversational, style. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

63) Which of the following will help you determine the proper way to use text messaging, workgroup messaging, and other platforms while on the job? A) Only use messaging for short, simple messages B) Limit conversations to one at a time C) Avoid the use of acronyms D) Know the company's security policies E) Use alternative messaging for complex messages Answer: D Explanation: D) Know your company's security policies. Messaging systems vary widely in terms of network security, and your firm may have strict rules about the types of communication you are allowed to conduct via text messaging, workgroup messaging, or other platforms. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 64) Companies use Chat to have conversations with anyone in the chat room, whereas on the consumer side, chats are usually one-on-one conversations. Answer: FALSE Explanation: Chat on the consumer side usually means group chat in chat rooms, whereas on the business side it is usually one-on-one conversations between customers and sales or support staffers. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 65) The main advantage of messaging is the speed at which most people can type, regardless of the devices they're using. Answer: FALSE Explanation: Messaging has several potential drawbacks including other users' typing speed and accuracy, which can make messaging annoyingly slow in some cases. Difficulty: Easy LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

66) Acronyms should be used carefully because they are considered informal and unclear. Answer: TRUE Explanation: As with tone and formality, adjust your use of acronyms such as IMO ("in my opinion") and HTH ("hope that helps") to match the situation. Acronyms can speed up communication, but they are definitely informal and generally shouldn't be used when communicating with senior managers or customers. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 67) Messaging works well for complex messages because of features such as chat and enhanced messaging apps. Answer: FALSE Explanation: Don't use messaging for lengthy, complex messages. These systems are optimized for short messages, and reading long messages on them can be a chore. Use email or another format instead. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 68) Discuss how acronyms should best be used when messaging. Answer: Use acronyms carefully. As with tone and formality, adjust your use of acronyms such as IMO ("in my opinion") and HTH ("hope that helps") to match the situation. Acronyms can speed up communication, but they are definitely informal and generally shouldn't be used when communicating with senior managers or customers. Difficulty: Moderate LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

69) Discuss why it is important to adjust your tone and level of formality to match the situation when using messaging systems. Answer: With team members and close colleagues, you can often relax the normal standards of writing if doing so helps you communicate quickly and it isn't out of line with company culture. However, be aware that on a corporate messaging system, your messages will probably be archived and can be accessed and searched by others, so don't write anything you wouldn't want managers or others to see. With customers and other external audiences or colleagues whom you don't know well, maintain a more formal, though still conversational, style. Also, be mindful when messaging people whose native language differs from yours; casual writing can be more difficult for them to grasp quickly. Difficulty: Difficult LO: 7.3: Identify the major types of business messaging, and list guidelines for effective messaging in the workplace. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 70) Which of the following is an advantage of having a single web presence for a company? A) All visitors will enter the site from the same entry point. B) It creates a single dimensional focus for the medium. C) They are easy to plan and organize. D) There is no need for unique information. E) It can reach multiple audiences at the same time. Answer: E Explanation: E) A single web presence can serve multiple purposes for multiple audiences. For example, a company website can have sections for potential employees, investors, future customers, current customers, business partners, news reporters, and members of the local community. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

71) Which of the following complicates the tasks of planning and organizing content for a website? A) Each audience member has unique informational needs. B) Each audience member is interested in acquiring as much information as possible. C) Visitors to the site access information from the same entry point. D) A specific beginning, middle, and end must be developed. E) Only top-level URLs can be included. Answer: A Explanation: A) Each of the target audiences has unique information needs and possibly little interest in the other material that might be on the site. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 72) When planning and organizing content for a website, why is it important to consider the way various users enter the site? A) Informational needs will change based on the entry point. B) Audience members will want to access all information on the site. C) Visitors to the site access information in a variety of different ways. D) A specific beginning, middle, and end must be developed for each entry point. E) Only top-level URLs can be included. Answer: C Explanation: C) Visitors also enter the site at different points. Some will type in the top-level URL, some will link through to lower-level pages from other websites (a product review in a blog, for example), and many will land on specific pages after using a search engine. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

73) Which of the following describes the content structure and navigational flow of a website? A) Augmented reality B) Versatility C) Information architecture D) Message strategies E) Inversion Answer: C Explanation: C) Professional website designers use the term "information architecture" to describe the content structure, labeling, and navigational flow of all the parts of a website. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 74) Which of the following is provided when website designers incorporate information architecture? A) Touch interaction instead of mobile-first design B) Extensive background information on each link C) Access to AI-enhanced tools D) The ability to access all layers of information, all the time. E) Clear paths to information being sought Answer: E Explanation: E) To be most effective, a website needs to provide each type of visitor a clear path into the information he or she wants. As they develop a site plan, information architects need to anticipate how various audiences will enter and explore the site, based on the information the visitors are likely to be searching for. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

75) Which of these approaches to website design works particularly well on mobile devices? A) One access point to the website B) Multiple paths to information C) Information first D) Longer but specific paragraphs E) Touch interaction Answer: E Explanation: E) Given the sizable percentage of readers who now access websites with tablets and smartphones, many companies opt for a mobile-first design approach that supports touch interaction with simplified navigation. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 76) Which of the following can be done to help online and mobile readers scan and absorb information? A) Start every page with an About Us section B) Write using a top-down, pyramid style format C) Break information to chunks that are logically linked D) Limit links and pathways available to readers E) Eliminate touch interaction with specific navigation tools. Answer: C Explanation: C) Help online readers scan and absorb information by breaking it into selfcontained, easily readable chunks that are linked together logically. This is particularly helpful for mobile readers. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

77) How can the organization of a website be improved when considering all likely entry points for visitors? A) With additional windows that invite users to take surveys B) With the elimination of maps and other visual tools C) With clearly defined paths that move from specific to more generalized information D) With clear, simple language for page titles so visitors know where they are E) With the use of industry specific terminology Answer: D Explanation: D) Use simple, clear language for page titles and links so that visitors always know where they are and where a link will take them. Difficulty: Difficult LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 78) In order to help visitors move easily through a website, how should titles and links be developed? A) As maps of pathways of information B) With explanations of keywords and phrases C) As a way to link entry and exit points D) Using the same conventions used by most business websites E) As a replacement for wireframes Answer: D Explanation: D) Be consistent with labels and link behaviors, and use commonly accepted terminology. For example, web visitors now expect information about a company to be on a page titled "About Us." Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

79) When drafting website content, how does the inverted pyramid style of presenting information help the reader? A) Readers will choose only the additional layers they want to. B) Readers will have more trust in the accuracy of the content. C) The website will appear more authoritative. D) Information will be viewed as concise but skimmable. E) Main ideas will be easier to link. Answer: A Explanation: A) Wherever you can, use the inverted pyramid style, in which you cover the most important information briefly at first and then gradually reveal successive layers of detail— letting readers choose to see those additional layers if they want to. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 80) How can you make website information easier for the reader to absorb? A) Avoid skimmable formats B) Break the information into small, self-contained chunks C) Maintain consistent, English-language content for global audiences D) Incorporate links to podcasts E) Avoid using the inverted pyramid style for design Answer: B Explanation: B) Help readers absorb information by breaking it into small, self-contained, easily readable chunks that are linked together logically. Many readers don't have the patience to read lengthy pages online. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

81) Which of the following can serve for both site navigation and content skimming? A) Obscured content that can be clicked through B) Small, self-contained chunks of information C) An inverted pyramid D) Simple, clear language for page titles and links E) Localized content Answer: D Explanation: D) Use simple, clear language for page titles and links so that visitors always know where they are and where a link will take them. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 82) When you're using an inverted pyramid style to write content for the web, A) provide helpful summaries that can be viewed on mobile devices. B) cover the most important information first. C) write for a global audience then more to specific areas of content. D) use navigation tools only on the first page. E) cover specific ideas with links to more general information. Answer: B Explanation: B) Wherever you can, use the inverted pyramid style, in which you cover the most important information briefly at first and then gradually reveal successive layers of detail— letting readers choose to see those additional layers if they want to. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept/Application AACSB: Written and oral communication Learning Outcome: Compose and shape business messages

83) Which of the following is an advantage to using the inverted pyramid style for website content? A) Details can be found in the beginning, middle, and end. B) Readers can find information regardless of how they enter the site. C) Details are revealed gradually. D) A sequential plan can be followed. E) A mobile first approach is used. Answer: C Explanation: C) With the inverted pyramid style, you summarize key points at the beginning of a webpage and then provide details gradually. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Plan and prepare business messages 84) Which of the following will help to build trust with a skeptical audience of online content? A) Writing in a precise and skimmable format B) Incorporating an inverted pyramid styles with most important ideas first C) Developing content that is meaningful to a global audience D) Using concise and reader-friendly links that serve as navigation links E) Ensuring information is accurate, current, complete, and authoritative Answer: E Explanation: E) Because readers can be skeptical of online content, take special care to build trust with your intended audiences. Make sure your content is accurate, current, complete, and authoritative. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Plan and prepare business messages

85) Which of the following is an advantage of using AI-enhanced translation tools for website design? A) The inverted pyramid writing style can be eliminated. B) Content will automatically be updated and accuracy is ensured. C) Information will be presented in skimmable, easy to read formats. D) The reduced time and cost of translating the web content E) Content will be mobile friendly for all readers. Answer: D Explanation: D) As much as possible, adapt your content for a global audience. AI-enhanced translation tools can reduce the time and cost of translating web content. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Plan and prepare business messages 86) Using color and boldface can help readers quickly skim pages of a website quickly. Answer: TRUE Explanation: Effective websites use a variety of means to help readers skim pages quickly, including lists, color and boldface, informative headings, and helpful preview summaries that give readers the option of learning more if they choose to do so. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Plan and prepare business messages 87) Clever wordplay for links and as navigation tools will better engage readers and result in them spending more time on the website. Answer: FALSE Explanation: Write concise, reader-friendly links that serve for both site navigation and content skimming. Clearly identify where a link will take readers, and don't use wordplay that forces readers to guess what a section or page is about. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Plan and prepare business messages

88) Website content should be adapted for global audiences as much as possible. Answer: TRUE Explanation: As much as possible, adapt your content for a global audience. AI-enhanced translation tools can reduce the time and cost of translating web content. Difficulty: Moderate LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Concept AACSB: Information technology Learning Outcome: Plan and prepare business messages 89) When you're developing content for a website, what can you do to improve the readability of your online content? Answer: You can improve the readability of your online content by making sure that readers can "skim" it for the information they need. First, use the inverted pyramid style of writing; cover the most important information briefly at first and then gradually reveal successive layers of detail. That way, readers can choose to see those additional layers if they want to. Next, help readers absorb information by breaking it into small, self-contained, easily readable chunks that are linked together logically. In addition, use lists, color and boldface, informative headings, and helpful summaries to present your information in a concise, skimmable format. Finally, label all hyperlinks clearly and concisely to support site navigation and content skimming. Difficulty: Difficult LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Synthesis AACSB: Information technology Learning Outcome: Plan and prepare business messages 90) How does outlining the information architecture of a website help improve the reading experience for site visitors? Answer: To be most effective, a website needs to provide each type of visitor a clear path into the information he or she wants. Website designers use the term information architecture to describe the structure and navigational flow of all the parts of a website. As they develop a site plan, information architects need to anticipate how various audiences will enter and explore the site, based on the information the visitors are likely to be searching for. Information architecture can help ensure content is mobile friendly, that readers can control their access to links and pathways, title pages and links are simple and clear, and information is scannable and easy to absorb for the reader, especially when presented in small, easily readable chunks. Difficulty: Difficult LO: 7.4: Explain why organizing website content is so challenging, and explain the concept of information architecture. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

91) A ________ is the video equivalent of blogging. A) podcast B) weebly C) mobile podcaster D) mobile friendly website E) skimmable website Answer: A Explanation: A) You can think of business podcasting as the audio or video equivalent of blogging, in that you are regularly sharing in-depth content on a consistent topic. Difficulty: Easy LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 92) What is the process of recording audio or video files for online distribution? A) Skimming B) AI-enhanced translation C) Information architecture D) Mapping E) Podcasting Answer: E Explanation: E) Podcasting is the process of recording audio or video files and distributing them online. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 93) Which of the following makes podcasting a rich medium for communication? A) It is a voice or visual communication B) Nonverbal feedback C) Linked information D) Blogging E) The information organized into small, consumable chunks Answer: A Explanation: A) Podcasting combines the media richness of voice or visual communication with the convenience of portability. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

94) If you create a podcast channel, how can you keep your audience interested in an ongoing series of episodes? A) Surprise them with topics outside your channel's main theme B) Determine the distribution method C) Avoid steering devices such as headings D) Have a sustainable purpose E) Try to capture exact wording from a prepared script Answer: D Explanation: D) You can think of business podcasting as the audio or video equivalent of blogging, in that you are regularly sharing in-depth content on a consistent topic. As with blogging, it's important to choose a subject area that is rich enough to sustain an ongoing series of episodes, which is sometimes referred to as a podcasting channel. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 95) Which of these elements will help the audience follow the message of the podcast? A) A carefully prepared script B) Obvious headings C) Notes attached to the podcast channel D) Consistent design themes E) Previews, transitions, and reviews Answer: E Explanation: E) As you organize the content for a podcast, pay close attention to previews, transitions, and reviews. These steering devices are especially vital in audio recordings because audio lacks the headings and other elements that audiences rely on in print media. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

96) Which of these attributes makes podcasts more difficult to consume than textual messages? A) It is more difficult to move back and forth to find specific parts of the podcast. B) Podcasts take longer to record. C) Useful podcasts have to be at least 10 minutes long. D) Podcasts are often prepared scripts and are less open to interpretation. E) Audiences can be distracted by background elements such as color. Answer: A Explanation: A) Scanning back and forth to find specific parts of an audio or video message is much more difficult than with textual messages, so you need to do everything possible to make sure your audience successfully receives and interprets your message on the first try. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 97) In which stage of the writing process does podcasting differ the most from written communication? A) Planning B) Writing C) Completing D) Organizing E) Accessibility Answer: C Explanation: C) The completing step is where podcasting differs most dramatically from written communication, for the obvious reason that you are recording and distributing audio or video files. Difficulty: Difficult LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 98) When creating a podcast, why should content and recording be carefully planned? A) To incorporate opportunities to improvise B) There should be enough information so you can edit down the podcast length. C) The theme has to be rich enough to sustain your efforts and the interest of the audience. D) Editing podcasts is more difficult to do with audio or video than with text. E) Podcasts must be compatible with other types of audio and video messages. Answer: D Explanation: D) Editing is much more difficult to do with audio or video than with textual media, so plan your content and recording carefully. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 43 Copyright © 2021 Pearson Education, Inc.

99) Podcasts can be used to replace existing audio and video messages. Answer: TRUE Explanation: Podcasting is a good choice to replace existing audio and video messages, such as one-way teleconferences in which a speaker provides information without expecting to engage in conversation with the listeners. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 100) Previews, transitions, and reviews are less important in podcasts than are other methods of digital communication. Answer: FALSE Explanation: As you organize the content for a podcast, pay close attention to previews, transitions, and reviews. These steering devices are especially vital in audio recordings because audio lacks the headings and other elements that audiences rely on in print media. Difficulty: Moderate LO: 7.5: Explain how to adapt the three-step writing process to podcasting. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

Business Communication Today, 15e (Bovee/Thill) Chapter 8 Social Media 1) Which of the following brings together elements of social networking, online meetings, and knowledge management systems for an organization? A) Inverted pyramids B) Enterprise micromessaging C) Communities of interest D) Enterprise social networks E) Microblogs Answer: D Explanation: D) Many businesses now rely on social media for internal communication as well. In the same way that public social networks bring together people with similar interests, internal social platforms can do the same for the employees of an organization. These systems, sometimes referred to as enterprise social networks, typically combine elements of social networking, online meetings, knowledge-management systems, blogging, and microblogging or enterprise micromessaging. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 2) Which of the following is a key benefit of social networks and other social platforms for businesses? A) Increased privacy and security B) Less teamwork and online collaboration C) The ability to forge mutually beneficial relationships D) The merging of individual areas of expertise E) Less work time spend on brand socialization practices Answer: C Explanation: C) With their key benefits of helping people share information and forging mutually beneficial relationships, social networks and other social platforms are a great fit for many business communication needs. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

3) How does the use of internal social networks help an organization to integrate its workforce? A) By creating a more structured communication processes B) By promoting brand socialization C) By better engaging the customers D) By fostering a better reputation in the marketplace E) By helping new employees find experts and mentors Answer: E Explanation: E) Internal social networks can help new employees navigate their way through the organization by finding experts, mentors, and other important contacts; encouraging workforces to jell after reorganizations or mergers; and overcoming structural barriers in communication channels by bypassing the formal communication system to deliver information where it is needed in a timely fashion. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 4) Which of the following best describes how social networking helps an organization supplement the talents of employees with external partners? A) By expanding the use of virtual organizations B) By encouraging the workforce to jell online C) By helping new employees learn about the organization D) By allowing senior leadership to more available to all workers E) By encouraging contact with all levels of leadership within the organization Answer: A Explanation: A) Social networking is also fueling the growth of networked organizations, sometimes known as virtual organizations, where companies supplement the talents of their employees with services from one or more external partners. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

5) Helping organizations identify the best people for a task or team is one way social networks help to A) increase turnover. B) foster collaboration. C) eliminate external networks. D) limit socializing. E) shorten meeting length and frequency. Answer: B Explanation: B) Social networks and other systems with a strong social component can play a major role in collaboration by identifying the best people, both inside the company and at other companies, to collaborate on projects. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 6) In which way does fostering collaboration aid in the development of team socialization? A) Expanding the workforce B) Building brand communities C) Encouraging brand socialization D) Supporting customers E) Identifying areas of expertise Answer: E Explanation: E) Social networks and other systems aid in fostering collaboration, which accelerates the development of teams by helping team members get to know one another and identify individual areas of expertise, and sharing information throughout the organization. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 7) Which of the following are groups of people on a social network who engage in similar work? A) Communities of practice B) Brand communities C) Community networks D) Communities of interest E) Brand socializers Answer: A Explanation: A) Social platforms are a natural tool for bringing together communities of practice, people who engage in similar work. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 3 Copyright © 2021 Pearson Education, Inc.

8) Which of the following describes people who share enthusiasm for a product or activity? A) Social networks B) Communities of interest C) Virtual organizations D) Networked communities E) Communities of practice Answer: B Explanation: B) Social platforms are a natural tool for bringing together communities of practice and communities of interest, which are groups of people who share enthusiasm for a product or activity. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 9) A community of interest that forms around a specific product can be referred to as A) the target market. B) a virtual organization. C) a brand community. D) brand socialization. E) a nurtured community. Answer: C Explanation: C) Communities of interest that form around a specific product are sometimes called brand communities, and nurturing these communities can be a vital business communication task. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

10) Which of the following describes the measure of how effectively a company engages with online stakeholders in a beneficial exchange of information? A) Reputation B) Quality metrics C) Social customer service D) Brand socialization E) Text analytics Answer: D Explanation: D) Brand socialization is a measure of how effectively a company engages with its various online stakeholders in a mutually beneficial exchange of information. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 11) Supporting customers by providing a more convenient way to get help from the company is an example of A) increasing onboarding. B) extending professional networking. C) identifying influencers. D) text analytics. E) social customer service. Answer: E Explanation: E) Social customer service involves 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. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

12) Which of the following is the process of using social networks to help the organization find potential employees and short-term contractors? A) Employee advocacy B) Fostering collaboration C) Promoting products D) Extending the organization E) Recruiting employees and business partners Answer: E Explanation: E) Companies use social networks to find potential employees, short-term contractors, subject-matter experts, product and service suppliers, and business partners. A key advantage here is that these introductions are often made via trusted connections in a professional network. Difficulty: Easy LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 13) Which of the following describes social media users who can sway public opinion to become opinion leaders in their market? A) Social customers B) Subject matter experts C) Collaborators D) Influencers E) Salespeople Answer: D Explanation: D) Social media influencers can sway public opinion, so companies try to identify opinion leaders in their markets. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

14) Which of the following can be done to help build relationships between conference participants using social media? A) Employee advocacy B) Identify opinion influencers C) Extend professional networking D) Supplement the formal network E) Extend the organization online Answer: C Explanation: C) Social media can give seminar and conference participants a way to meet before an event and to maintain relationships afterward. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 15) Which area of social media use uses sentiment analysis and reputation analysis to assess the reputation of companies and individuals based on online conversation? A) Networking B) Intelligence C) Brand community D) Operations E) Relationships Answer: B Explanation: B) Intelligence gathering includes monitoring company and brand reputations. Tools for sentiment analysis and reputation analysis assess the reputations of companies and individuals, measure the emotional quality of online conversations, and identify outrage "hot spots" on social media. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

16) Supporting customers using social networks is part of A) operations. B) intelligence. C) compliance. D) data analytics. E) advocacy. Answer: A Explanation: A) Social customer service involves using social media to give customers a more convenient way to get help from the company and to help each other. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 17) Which of the following describes how sentiment analysis is used to monitor company and brand reputation? A) By swaying public opinion through the use of influencers B) By promoting a company and its brand C) By building brand communities D) By identifying experts and other important users E) By measuring the emotional quality of online conversations Answer: E Explanation: E) Tools for sentiment analysis and reputation analysis assess the reputations of companies and individuals, measure the emotional quality of online conversations, and identify outrage "hot spots" on social media. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 18) In which way can social networks aid in relationship building when onboarding new employees? A) By analyzing social media traffic and trends B) By identifying outage hot spots for employees C) By identifying experts and mentors D) By reducing the need for cold calling E) By identifying short term subject matter experts Answer: C Explanation: C) Internal networks can help new employees navigate their way through the organization and find experts, mentors, and other important contacts. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 8 Copyright © 2021 Pearson Education, Inc.

19) Social media can be an ideal tool when companies need to communicate with broad audiences during a crisis. Answer: TRUE Explanation: When companies need to communicate with broad audiences in a hurry, social media are ideal channels. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 20) Social networks engage people who share an enthusiasm for a product or activity, known as a community of practice. Answer: FALSE Explanation: Social networks can bring together communities of practice, people who engage in similar work, and communities of interest (sometimes called brand communities), people who share enthusiasm for a product or activity. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 21) Text analytics can be used by organizations to learn what members of a target market have to say about a product or service. Answer: TRUE Explanation: With hundreds of millions of people expressing themselves on social media, you can be sure that smart companies are listening. This listening often takes place automatically with text analytics systems. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

22) Brand socialization is a measure of how effectively a company engages with its various online stakeholders in a mutually beneficial exchange of information. Answer: TRUE Explanation: Brand socialization is a measure of how effectively a company engages with its various online stakeholders in a mutually beneficial exchange of information. In today's networked world, socialization is often as important as product quality and customer experience in establishing and maintaining a company's reputation. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 23) Discuss ways in which an organization can use social networks to foster collaboration. Answer: Social networks and other systems with a strong social component can play a major role in collaboration by identifying the best people, both inside the company and at other companies, to collaborate on projects; finding pockets of knowledge and expertise within the organization; giving meeting or seminar participants a way to meet before an event takes place and to maintain relationships after events; accelerating the development of teams by helping team members get to know one another and identify individual areas of expertise; and sharing information throughout the organization. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 24) Discuss ways in which an organization can use social networks to integrate and expand their workforce. Answer: Just as public networks can bring friends and families together, internal social networks can help companies grow closer, including helping new employees navigate their way through the organization by finding experts, mentors, and other important contacts; encouraging workforces to jell after reorganizations or mergers; and overcoming structural barriers in communication channels by bypassing the formal communication system to deliver information where it is needed in a timely fashion. Social networking is also fueling the growth of networked organizations, sometimes known as virtual organizations, where companies supplement the talents of their employees with services from one or more external partners, such as a design lab, a manufacturing firm, or a sales and distribution company. Difficulty: Moderate LO: 8.1: Discuss six common uses of social media for business communication. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

25) Which of the following is one of the greatest appeals of social media? A) Improved sales pitches B) The feeling of conversation C) Fewer rumors in the marketplace D) Less interaction between users E) The ability to eliminate specific headings Answer: B Explanation: B) One of the great appeals of social media is the feeling of conversation, of people talking with one another instead of one person talking at everyone else. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Reflection AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 26) When you're writing content for social media, A) write in a corporate voice. B) write informally, but not carelessly. C) write from an objective third-person point of view. D) don't worry about revising or proofreading what you've written. E) avoid transparency. Answer: B Explanation: B) Write as an individual with a unique, personal voice. However, don't take this as a license to get sloppy; no one wants to slog through misspelled words and half-baked sentences to find your message. Difficulty: Difficult LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 27) Which of the following is one of the reasons people join a social network? A) News B) Sales pitches C) Interaction D) Lectures E) Blogging Answer: C Explanation: C) People generally join social networks for the chance to interact, and you can help stimulate conversations by asking followers for their ideas, opinions, and feedback. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Reflection AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

28) Which of the following writing styles is most appropriate when creating content for social media? A) Witty, with lots of wordplay B) Texting C) Formal D) Informal E) Salespeak Answer: D Explanation: D) Write informally but not carelessly. Don't get sloppy; no one wants to slog through misspelled words and half-baked sentences to find the message. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 29) If a customer uses the comment feature to criticize your business blog, you should A) respond openly and honestly. B) ignore the criticism unless the critic is incorrect. C) take verbal potshots at the critic's integrity. D) let blog readers know that you won't tolerate criticism. E) take the conversation offline and have a private discussion. Answer: A Explanation: A) Most blogs promote interaction, even if that interaction involves criticism. Take the opportunity to correct misinformation or explain how you'll fix mistakes. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 30) How should headlines be developed for social media? A) They should be vague and leave the reader wanting more. B) They should use clever wordplay that challenges the reader. C) They should be engaging and detailed. D) They should be casual and incomplete. E) They should be concise, specific, and informative. Answer: E Explanation: E) Create concise, specific, and informative headlines. Avoid the temptation to engage in clever wordplay with headlines. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

31) Effective headlines for social media messages are A) clever and witty. B) vague. C) usually written as full sentences. D) clear and direct. E) live links to other information. Answer: D Explanation: D) Neither readers nor search engines will spend time trying to figure out clever puns and wordplay, so make your headlines clear and direct. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 32) Why is it important to have specific and informative headings for social media? A) It will be easier to find your content using search engines. B) They cut down on time-consuming interaction with readers. C) They allow you to use a formal and impersonal writing style. D) They prevent unwanted transparency. E) Users will see the relationship to a corporate sponsor. Answer: A Explanation: A) Readers don't want to spend time and energy figuring out what your witty headlines mean. Search engines won't know what they mean either, so fewer people will find your content. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

33) Which of these would be a violation of transparency in a company's use of social media? A) A social media user name that is the company name B) Tweets from a company that doesn't disclose who owns the company C) Tweets and Facebook posts on non-business matters D) Using Tweets and Facebook posts to sell a product E) A social media user who does not disclose financial incentives when promoting a product. Answer: E Explanation: E) Laws in the United States and other countries require certain aspects of transparency, such as requiring that social media users disclose any financial incentives they have when promoting or reviewing products. These laws don't explicitly address every conceivable scenario, but the U.S. Federal Trade Commission outlines a variety of examples in which social media users would be required to disclose a beneficial relationship. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 34) Which of the following is a safe assumption to make about the potential reach of your social media messages? A) The message could be seen by people outside your target audience. B) At least 25 percent of your target readers will see it. C) Only current or past customers are likely to see it. D) The real audience is at least 10 times bigger than your target audience. E) The real audience is only a fraction of the size of your target audience. Answer: A Explanation: A) Assume that every message you send in any digital medium will be stored forever and might be read by people far beyond your original audience. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

35) Which of the following is essential in maximizing the effectiveness of a social media account? A) Metrics to track conversion rates B) Short term social media goals C) A strong brand community D) Transparency E) A clear strategy Answer: E Explanation: E) Given how easy it is to set up social media accounts, it can be tempting to create accounts on the major services and start firing away with messages. However, to maximize effectiveness and minimize problems, a clear strategy is essential. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 36) Which of the following are used to set social media goals, measure their success, and adjust tactics as needed? A) Strategy B) Communities of interest C) A/B testing D) Metrics E) Content snacking Answer: D Explanation: D) Social media professionals use a wide variety of metrics to set goals, measure success, and adjust tactics as needed. For example, conversion rate measures how many people take a desired action (such as clicking or tapping through to a website) after seeing a tweet, video, or other message. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

37) Which of the following measures how many people take a desired action after seeing a tweet, video, or other message? A) Tagging B) Hashtags C) Conversion rate D) Sustainable purpose E) Social listening Answer: C Explanation: C) Social media professionals use a wide variety of metrics to set goals, measure success, and adjust tactics as needed. For example, conversion rate measures how many people take a desired action (such as clicking or tapping through to a website) after seeing a tweet, video, or other message. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 38) When developing strategies for social media, what should be done after identifying the target audience and content developers? A) Using metrics to track how many people take your desired action B) Identifying types of content that will be most effective C) Setting social media goals D) Determining why the company wants to use social media E) Integrating social media with marketing and customer support functions Answer: B Explanation: B) With a target audience and content developers lined up, the next step is laying out message strategies and identifying the specific types of content that will be most effective. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

39) As applied to social media content development, which of the following best explains the "social media rule of thirds"? A) Dividing social media content into three areas to promote your business and satisfy audience needs B) Using three versions of the same post to compare response levels at various times of the day C) Eliminating one third of your communication during the proofreading process D) Identifying new consumer groups to increase your audience reach by one third each year E) Increasing message length by one third when embedded links are added to the site Answer: A Explanation: A) One common approach is the "social media rule of thirds," where you divide your social media activities equally among (a) content that promotes your business directly or indirectly, (b) content shared from other sources, and (c) interaction with your audiences. Difficulty: Difficult LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 40) In which way does the opportunity for experimentation create an appealing benefit for social media? A) New products can be promoted on a regular basis. B) Influencers can be added or eliminated quickly. C) Infographics and short video can replace the written word. D) Long messages such as product guides or technical background can be added. E) Content can be quickly adjusted for maximum impact. Answer: E Explanation: E) One of the most appealing benefits of social media is the opportunity for experimentation. With response data in hand, they can quickly adjust message content and strategies for maximum impact. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

41) Which of the following makes an ideal hub for anchoring the multiple threads of a company's social media programs? A) The company website B) Facebook C) An internal network D) The marketing department E) The company's customer support group Answer: A Explanation: A) The multiple threads of any social media program should be anchored in a central hub that the company owns and controls, rather than relying on a third-party system such a Facebook. A company's own website makes an ideal social media hub. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 42) Which of the following can be used to connect a company's official content channel to an employee's personal social media account? A) Hashtags B) Employee advocacy system C) Social media hubs D) Brand communities E) Communities of practice Answer: B Explanation: B) To extend the reach of their communication efforts, firms can use employee advocacy systems such as Hootsuite Amplify and Sociabble. With these services, employees can connect their company's official content channels to their own personal social media accounts. These connections then make it easy for employees to share approved messages and media content with their own followers. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

43) Social media allows companies to ask for the ideas, opinions, and feedback from followers, which helps to create A) a "we talk, you listen" approach. B) an increased use of hashtags. C) a conversational approach. D) restrictive promotional efforts. E) content snacking. Answer: C Explanation: C) One of the great appeals of social media is the feeling of conversation, of people talking with one another instead of one person talking at everyone else. People generally join social networks for the chance to interact, and you can help stimulate conversations by asking followers for their ideas, options, and feedback. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 44) Which of the following is used to describe the consumption of small pieces of information from multiple sources in rapid succession, rather than from larger documents that requires more time to read? A) Tweeting B) Connection building C) Blogging D) Content snacking E) Message boosting Answer: D Explanation: D) Many people engage in "content snacking," consuming small pieces of information, often from multiple sources in rapid succession, and bypassing larger documents that might require more than a few minutes or even a few seconds to read. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

45) When your goal is to maximize audience interaction on a social media site such as Facebook, what is the ideal length of a post? A) Up to 160 characters B) One word used with a hashtag C) A three sentence teaser D) 6 words with a photograph E) 40-80 characters Answer: E Explanation: E) If your goal is to maximize audience interaction, the ideal length of a post is short—only 40 to 80 characters. Consequently, while technically you can use Facebook for indepth tutorials and reference information, it is most effective for brief messages such as teasers and status updates. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 46) When writing for social media, you should write informally with A) a carefree, upbeat, and emotional voice. B) a voice that is positive but distant. C) an assertive voice. D) a voice that reflects the goals of the organization. E) a unique, personal voice. Answer: E Explanation: E) Write as an individual with a unique, personal voice. However, don't take this as a license to get sloppy; no one wants to slog through misspelled words and half-baked sentences to find your message. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

47) Which of the following is the value of a well-written headline on a social media post? A) You grab the reader's attention quickly by offering something of value. B) You will be less likely to engage in clever wordplay with the reader. C) Teasers will no longer be necessary to gain the audience's attention. D) Readers can apply personal meaning to the message. E) There is less likelihood of a search engine promoting your content. Answer: A Explanation: A) In an environment of content snacking and information overload, headlines (or post titles, as some systems call them) are extremely important in social media. You need to grab readers quickly with the promise that you have something of value to offer. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 48) Even if a message is primarily verbal, when should you consider including visual support in a message? A) When the title of the post is more than one line B) When it will help the audience embrace your message C) When marketing a new product or service D) When you can include a link back to the creator's website E) When it is difficult to support your personal brand with data Answer: B Explanation: B) Whenever it is relevant and will help the audience embrace your message, look for ways to include visual support, even if you message is primarily verbal. Even something as simple as including stock photos (images available for use by the public) next to the titles of blog posts can increase readership. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

49) When reviewing a post for quality, A) allow the social media system to choose your template. B) replace words with photos whenever possible. C) consider how the message might be interpreted by the general public. D) post on the company's internal network first to receive feedback. E) archive the message under a different name. Answer: C Explanation: C) For external messages, quality control is a must. Consider how each message might be interpreted not only by the target audience by but the news media, investors, and the general public. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 50) Which of the following is one way to improve the readability of a social media message? A) Eliminate all headings and subheadings B) Use detailed headings C) Assume information will be read on a full-sized screen D) Break up long paragraphs E) Change the heading for each audience member Answer: D Explanation: D) When looking to improve readability, break up long paragraphs so that readers can consume the content in shorter "gulps." Add headings and subheadings to promote rapid skimming and to help readers avoid getting lost as they swipe through the material, and keep headlines and titles as short as possible. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 51) Companies that are succeeding in social media use a "we talk, you listen" approach to communication. Answer: FALSE Explanation: One of the great appeals of social media is conversational feel. Companies that try to maintain the "we talk, you listen" mindset are likely to be ignored in the social media landscape. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

52) When you're preparing an online message, you can assume that no one but your intended audience will see it. Answer: FALSE Explanation: Unless you're sending messages through a private channel, assume that people far beyond your original audience will read every message. Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Plan and prepare business messages 53) Writing for social media requires a different approach than writing for traditional media. Answer: TRUE Explanation: Readers of social media expect to have a more engaged relationship with writers, so creating content for social media requires a new approach to writing. Difficulty: Easy LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 54) Identify five common issues faced by organizations when creating polices and guideline for behavior regarding social media. Answer: (1) Make sure employees aren't overloaded with social media tasks, such as being expected to develop content or respond to incoming messages while carrying a full load of other tasks. (2) Discourage employees from spending too much unproductive time on social media. (3) Prevent employees from sharing inappropriate materials or confidential information. (4) Make sure that the company has a cohesive voice in social media, where the messages going out on various channels don't contradict one another. (5) Discourage the emergence of private groups or channels that use internal social networks specifically to exclude some employees Difficulty: Difficult LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

55) Why is it important to think before you post a message on social media? Answer: Careless decisions on social media can have damaging consequences to companies, careers, relationships, and reputations. Remember that you share the responsibility of keeping your company's and your customers' data private and secure. Assume that every message you send in any digital medium will be stored forever and might be read by people far beyond your original audience. Ask yourself two questions: "Would I say this to my audience face to face?" and "Am I comfortable with this message becoming a permanent part of my personal and professional communication history?" Difficulty: Moderate LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Reflection AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 56) Describe the guidelines for creating effective social media content. Answer: Remember that it's a conversation, not a lecture or a sales pitch. One of the great appeals of social media is the feeling of conversation, of people talking with one another instead of one person talking at everyone else. In an important sense, social media provide a new spin on the age-old practice of word-of-mouth communication. People generally join social networks for the chance to interact, and you can help stimulate conversations by asking followers for their ideas, options, and feedback. Second, write informally but not carelessly. Write as a human being, not as a cog in a faceless corporate machine. At the same time, don't get sloppy; no one wants to slog through misspelled words and half-baked sentences to find the message. Third, create concise, specific, and informative headlines. Avoid the temptation to engage in clever wordplay with headlines. Readers don't want to spend time and energy figuring out what your witty headlines mean. Search engines won't know what they mean either, so fewer people will find your content. Fourth, get involved and stay involved. Don't hide from criticism—it can be valuable feedback. Take the opportunity to correct misinformation or explain how mistakes will be fixed. Fourth, if you need to promote something, do so indirectly. Just as you shouldn't impose on people with a sales pitch during an informal social gathering, refrain from blatant promotional efforts in social media. Be transparent and honest. Honesty is always essential, of course, but a particular issue that has tripped up a few companies in recent years is hiding behind an online persona. Finally, think before you post. Employees have been fired for Facebook posts, vital company secrets have been leaked, and business and personal relationships have been strained. To be safe, assume that every message you post could be read by people far beyond your original audience. Difficulty: Difficult LO: 8.2: Explain how to develop a social media strategy and social media content. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

57) ________ focus on the needs and interests a particular audience. A) Private networks B) Public, specialized networks C) Public, general-purpose networks D) User-generated content websites E) Content-curation websites Answer: B Explanation: B) In contrast to Facebook's universal approach, some public networks focus on the needs and interests of specific audience. The most widely used of these is LinkedIn, with its emphasis on career- and sales-related networking. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Concept AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications 58) In which type of social network site is content about a company or its products created independently by customers or other outsiders? A) Private social networks B) User-generated content sites C) Public, general-purpose networks D) Content curation sites E) Augmented reality sites Answer: B Explanation: B) User-generated content (UGC) is any social media content about a company or its products that is created independently by customers or other outsiders. Store reviews on Yelp and troubleshooting videos posted to YouTube are two examples of UGC. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

59) Which of the following could companies do to encourage positive reviews on user-generated content sites? A) Reward customers for positive reviews B) Guide customers to the best content C) Focus on performing at a high level D) Share valuable material with the audience E) Incorporate ready-made curation solutions Answer: C Explanation: C) With the voice of the crowd affecting consumer behavior, businesses need to (1) focus on performing at a high level so that customers reward them with positive reviews and (2) get involved on Yelp. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 60) How do content curation sites differ from other social network sites? A) They generate new content on a regular basis. B) They replace traditional advertising and communication efforts. C) They focus on rewarding customers for use. D) They collect, filter, and republished material on a particular topic. E) They allow customers to talk about themselves and their interests. Answer: D Explanation: D) In many fields of business, so much original content is already available that sometimes the biggest value a communicator can offer audiences is guiding people to the best of what's out there, rather than creating new content. Content curation is the practice of collecting, filtering, and republishing material on a particular topic. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

61) Which of the following website tools can you use to stand out as an expert in your field? A) A statement on ethical issues tied to a website B) FAQs C) Private email D) An authentic voice E) Content curation Answer: E Explanation: E) Curating content for a target audience can be a great way to add value and stand out as an expert in your field. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 62) Which of the following is one area of ethical concern on a content curation site? A) Presenting someone else's content as yours B) Filtering materials C) Targeting a specific audience D) Incorporating articles, video, and other media E) Using a dedicated website Answer: A Explanation: A) All content curators need to be aware of two key ethical concerns. You must not resort to plagiarizing, which is presenting someone else's content as your own. Second, you are promoting yourself as an expert when you curate content, and people will expect you to do a competent job of finding and filtering materials. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Explain how to create messages for different electronic media

63) What type of social network site focuses primarily on letting visitors answer questions posted by other visitors? A) Specialized B) Community Q&A C) Augmented reality D) Content curation E) Private Answer: B Explanation: B) Community Q&A sites, on which visitors answer questions posted by other visitors, are a contemporary twist on the early ethos of computer networking, which was people helping each other. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 64) Community Q&A sites offer opportunities for building your personal brand. When you're responding to an individual's question, keep in mind that A) community Q&A sites are a fad, so responding to questions may be a waste of time. B) your reply to the question will only be relevant to the person who asked it. C) material that's posted on a Community Q&A site won't be visible for long. D) you're responding in advance to anyone who has the same question and visits the site. E) information must include reference material from a content curation site. Answer: D Explanation: D) When you respond to an individual's question, you're also "responding in advance" to anyone who comes to the site with the same question. In other words, you are writing a type of reference material in addition to corresponding with the original questioner, so keep the long time frame and wider audience in mind. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

65) Which of the following is one advantage to responding to questions posted on a social network site? A) You spend more time on customer service. B) You can respond to only one user at a time. C) It is a great way to build your brand. D) You can respond with the "corporate voice." E) It is a great way to choose a topic of interest to the audience. Answer: C Explanation: C) Responding to questions on Q&A sites can be a great way to build your personal brand, to demonstrate your company's commitment to customer service, and to counter misinformation about your company and its products. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 66) Which of the following should be a goal when providing information for a content curation site? A) Understanding your own needs B) Speaking in a corporate voice C) Maintaining a fun and unpredictable personality brand D) Providing the best material possible based on the audience's needs E) Being entertaining Answer: D Explanation: D) As with any communication task, make sure you understand the needs of your target audience so that you can provide the best material possible to meet their needs. Difficulty: Difficult LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

67) Yelp has used a ________ strategy to become a major influence on the behavior of consumers and businesses in large cities across the United States. A) voice of reason B) voice of the crowd C) voice in the city D) voice of the customer E) voice of the business Answer: B Explanation: B) Yelp has become a major and sometimes controversial influence on consumer behavior at a local level by aggregating millions of reviews of stores, restaurants, and other businesses across the United States. With the voice of the crowd affecting consumer behavior, businesses need to (1.) focus on performing at a high level so that customers reward them with positive reviews and (2.) get involved on Yelp (the site encourages business owners to tell potential customers about themselves as well). Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Concept AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages 68) Business communicators use a wide range of specialized and private social networks, in addition to public networks. Answer: TRUE Explanation: Businesses and professionals use public, general-purpose networks; public, specialized networks; and private networks. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 69) When you respond to a question posted on a community Q&A site, your answer is nothing more than a quick fix for a short-term problem. Answer: FALSE Explanation: When you respond to the question, you're also "responding in advance" to everyone in the future who comes to the site and asks the same question, so keep the long time frame and wider audience in mind. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 30 Copyright © 2021 Pearson Education, Inc.

70) Guiding users to the best material for their needs can be done through the use of content curation sites. Answer: TRUE Explanation: In many fields of business, so much original content is already available that sometimes the biggest value a communicator can offer audiences is guiding people to the best of what's out there, rather than creating new content. Difficulty: Moderate LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 71) Describe the ethical implications of engaging in content curation. Answer: In many fields of business, so much original content is already available that sometimes the biggest value a communicator can offer audiences is guiding people to the best of what's out there, rather than creating new content. Companies can also set up dedicated websites that publish links to original content in a variety of topic categories. Curating content for a target audience can be a great way to add value and stand out as an expert in your field. Not only can you save readers the time it would take to find material on their own, but you can use your knowledge to locate and present the most useful articles, videos, and other media materials on a given topic. All content curators need to be aware of two key ethical concerns. First, never copy anyone else's posts to your site, even if you properly attribute the source. Instead, provide a link from your site back to the original so that you drive web traffic to the originator's site. It is acceptable to copy a brief introductory segment, such as the first paragraph, to your site in order to give the link some context. Second, you are presenting yourself as an expert when you curate content, and people will expect you to do a competent job of finding and filtering materials. As with any communication task, make sure you understand the needs of your target audience so that you can provide the best material possible to meet their needs. Difficulty: Difficult LO: 8.3: List the most common types of social networks used in business and four content strategies for social networking. Skill: Reflection AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media

72) Which of the following began as a type of online journal? A) Community Q&A B) Blogs C) Content curation D) Websites E) Augmented reality Answer: B Explanation: B) Blogs (short for web logs), began as online journals that were much easier to update than conventional websites used to be. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Reflection AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 73) How can a business blogger help maintain a positive connection with an audience? A) Limit the range of topics B) Incorporate promotions whenever possible C) Communicate with personal style and an authentic voice D) Limit comments from readers to specific times E) Keep a formal tone to the communication Answer: C Explanation: C) Successful business blogs tend to exhibit the personal style of their authors. Audiences relate to this fresh approach and often build closer emotional bonds with the blogger's organization as a result. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Reflection AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 74) Which of the following can bloggers use to promote the essential feature of personal conversation with readers? A) Topics of peak interest to the audience B) New information delivered quickly C) An authentic voice D) Comments and questions E) A strong personal style Answer: D Explanation: D) Not all blogs invite comments, but many bloggers consider comments to be an essential feature. These comments can be a valuable source of news, information, and insights. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 32 Copyright © 2021 Pearson Education, Inc.

75) How can a project team use a blog to help accomplish its goals? A) By repeating information on a regular basis B) By helping keep the team up to date C) By developing a strong social media hub D) By handling all media relation efforts E) By recruiting new members for future teams Answer: B Explanation: B) Using blogs is a good way to keep project teams up to date, particularly when team members are geographically dispersed. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 76) Which of the following can make it a challenge to define the audience for a blog? A) It is not cost effective to research a potential audience. B) You can't determine the relationship you want with the audience members. C) You might get too many comments and questions from an audience that is too large to manage. D) Most readers follow too many blogs. E) The audience needs to be large enough for the effort but narrow enough to create focus. Answer: E Explanation: E) Defining the target audience for a blog can be challenging. You want an audience large enough to justify the time you'll be investing but narrow enough that you can provide a clear focus. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 77) Which of the following is a measure of how wide or narrow a blog's subject area is? A) Specific purpose B) Audience C) Scope D) Writing style E) General purpose Answer: C Explanation: C) Your decisions about audience and purpose will define the right scope for your blog, meaning the range of subjects you will cover and the depth you'll go into on various topics. Once you start to build an audience, they'll expect you to cover the same general range of topics. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 33 Copyright © 2021 Pearson Education, Inc.

78) Which of the following can be used to help blog readers find additional posts on a topic? A) Headlines B) Augmented reality links C) Community Q&A D) Tags E) Newsfeeds Answer: D Explanation: D) Make your posts easier to find by tagging them with descriptive words. Your readers can then select these "content labels" to find additional posts on those topics. Tags are usually displayed with each post, and they can also be groups in a tag cloud display, which shows all the tags in use on your blog. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 79) A business should consider creating a blog or microblog account whenever it has ________ to share with an online audience. A) a one-time sales opportunity B) an advertising campaign C) a continuing stream of information D) a press release to announce something newsworthy E) infographics and video readers would find interesting Answer: C Explanation: C) Blogs or microblogs are a potential solution whenever you have a continuing stream of information to share with an online audience. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Synthesis AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 80) As with all social media content that involves headlines, titles for blog posts are an essential tool for drawing in readers. Answer: TRUE Explanation: As with all social media content that involves headlines, titles for blog posts are an essential tool to draw in readers. Titles need to grab the reader's attention in a split second by promising something useful, surprising, challenging, or otherwise different from what he or she already knows. Make them descriptive, clear, and direct. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 34 Copyright © 2021 Pearson Education, Inc.

81) Blogs should be used to replace word-of-mouth marketing. Answer: FALSE Explanation: Bloggers and microbloggers often make a point of providing links to other blogs and websites that interest them, giving marketers a great opportunity to have their messages spread by enthusiasts via word of mouth or so-called viral marketing. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Concept/Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 82) How can proper use of headlines help to create interest in a blog? Answer: As with email subject lines, compelling headlines for blog posts are an essential tool to draw in readers. A headline needs to grab the reader's attention in a split second by promising something useful, surprising, challenging, or otherwise different from what the reader already knows. Headlines should be as short as possible and suggest that the information in the post will be easy to read and use. "List" headlines that cut right to the heart of something readers care about, such as "10 Reasons You Didn't Get That Promotion" or "Seven Ways to Save Money with Your Smartphone," are particularly popular among bloggers. Difficulty: Moderate LO: 8.4: Discuss the role of blogging in business, and offer tips for successful blogging. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 83) Which of these is a key difference between a blog and a microblog? A) Audience B) Purpose C) Timing D) Interaction E) Character count Answer: E Explanation: E) A microblog is a variation on blogging in which messages are sharply restricted to specific character counts. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

84) Which of the following would be a good use of a microblog post? A) An in-depth summary B) A teaser with a link to the full blog C) Q&A forums D) Corporate policy changes E) Team training data Answer: B Explanation: B) If you want to share a message that is longer than a particular system's limit, you can thread several messages in a chain, convert the text to a graphic and post it as an image, or link to the longer message on your blog, Facebook page, or other system. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Reflection AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 85) Which of the following microblog practices makes a microblog such as Twitter more conversational and similar to group messaging? A) Hashtags B) Crowdsourcing C) Links to Wikis D) Retweeting E) Curating Answer: D Explanation: D) Thanks to that social component, Twitter can take on a conversational aspect that is somewhat similar to group messaging. Anyone who sees a tweet can reply to it, which often starts a conversation as more people join in. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

86) Which of the following acts as a search mechanism on a microblog such as Twitter? A) Hashtags B) Crowdsourcing C) Links to Wikis D) Forwarding messages E) Curation Answer: A Explanation: A) The informal Twitter feature known as the hashtag makes it easy for people to label and search for topics of interest and to monitor ongoing Twitter conversations about particular topics. Use hashtags if you are tweeting on topics that people are likely to search for, but use them sparingly—tweets clogged with multiple hashtags are not inviting to read. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 87) If you want to share lengthy, report-style information with blog or microblog readers, how should you post the information? A) In a long series of short tweets B) As a retweet C) Offer a link to the in-depth report D) With a clear and specific heading E) Using conversational exchanges Answer: C Explanation: C) If you want to share a message that is longer than a particular system's limit, you can thread several messages in a chain, convert the text to a graphic and post it as an image, or link to the longer message on your blog, Facebook page, or other system. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

88) A microblog such as Twitter encourages spontaneous communication, so it isn't necessary to plan a message before posting it. Answer: FALSE Explanation: Although microblogs are designed to encourage spontaneous communication, when you're using the medium for business communication, don't just tweet out whatever pops into your head. Make sure messages are part of your overall communication strategy. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 89) Briefly compare blogging and microblogging. Answer: Blogs are online journals that are easier to personalize and update than conventional websites. Blogs are important information sources for consumers and professionals alike. Businesses use them to foster positive relationships with colleagues, customers, and other important audiences. Microblogging is a variation on blogging in which messages are restricted to specific character counts. Writers often send microblogs that include teasers with links to more information. Readers forward those messages and communities form around individual writers. Difficulty: Moderate LO: 8.5: Describe the business uses of Twitter and other microblogging systems, and offer tips for writing effective business tweets. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 90) Which of the following will help a team member become a valuable wiki contributor? A) Improve the work of all contributors B) Eliminate the use of templates to create unique content C) Insert questions and comments into the main content D) Do not allow others to edit or update without permission E) Let go of traditional authorship and control Answer: E Explanation: E) To become a valuable wiki contributor, let go of traditional expectations of authorship, including individual recognition and control; don't be afraid to edit and improve existing content; discuss controversial changes on the "talk page" before making them, and keep edits and comments separate by using the "talk page" to discuss content. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Reflection AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

91) What should be considered when adding a page or an article to an existing wiki? A) How the article can be used to generate new followers B) Specific and clear headings C) How many subpages will be added D) How the information fits in with the existing organization E) How often you plan to revise the message Answer: D Explanation: D) If you are adding a page or an article to an existing wiki, figure out how this new material fits in with the existing organization. Find out whether any similar material already exists; it might be better to expand an existing article or add a subpage than to create a new item. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 92) If you wish to add information to a wiki that is similar to what is already posted, how should the information be added? A) In a new wiki B) As footnotes to the current file C) In the same file but under a new heading D) In an embedded link E) By adding a subpage Answer: E Explanation: E) Find out whether any similar material already exists; it might be better to expand an existing article or add a subpage than to create a new item. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

93) When using a wiki for group collaboration, which of the following should be done if you don't agree with what is already posted? A) Share your concern with other contributors using the discussion facility B) Rewrite the current wiki to your own standards C) Start a new wiki D) Use a subpage to discuss flaws in the current wiki E) Edit in text so the original creator can't tell Answer: A Explanation: A) If you recognize that your planned changes might not be met with universal approval, you can use the wiki's discussion facility to share your thoughts and intentions with other contributors. The wiki environment should encourage discussions and even robust disagreements, as long as everyone remains civil and respectful. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 94) Which of the following should be encouraged in a collaborative wiki environment? A) Complete agreement B) Respectful discussion and disagreement C) Limited discussion before decision making D) Removal from group if there is disagreement E) Constant revisions and updates Answer: B Explanation: B) The wiki environment should encourage discussions and even robust disagreements, as long as everyone remains civil and respectful. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

95) Before you add a page or a new article to an existing wiki, A) remove any similar material that already exists on the wiki. B) make sure that you've copyrighted the written material. C) tweet your followers so they'll know where to find what you've written. D) determine how the new material will fit into the existing content on the wiki. E) fill in incomplete articles first. Answer: D Explanation: D) If you're planning to add a page or an article to an existing wiki, make sure you understand how a new wiki page will fit with the existing content. Determine whether any similar material already exists; it might be better to expand an existing article or add a subpage than to create a new item. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 96) To keep a wiki fresh, management might want to incentivize and reward contributors. Answer: TRUE Explanation: Management can prevent a wiki from going stale by incentivizing contributors with recognition or rewards, and by making sure that employees have time in their schedules to develop fresh content. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 97) Wikis usually go "live" as soon as contributors create or edit their material. Answer: TRUE Explanation: One of the biggest appeals of the wiki approach is that new or modified content usually goes "live" as soon as contributors create or edit their material. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

98) Companies cannot legally moderate wiki content before it goes live. Answer: FALSE Explanation: To ensure consistency or quality, companies may opt to moderate content by having it approved by management or technical experts either before or after it goes live. Difficulty: Moderate LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Application AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 99) Discuss how to become a valuable wiki contributor. Answer: To become a valuable wiki contributor, let go of traditional expectations of authorship, including individual recognition and control; don't be afraid to edit and improve existing content; discuss controversial changes on the "talk page" before making them, and keep edits and comments separate by using the "talk page" to discuss content. Difficulty: Difficult LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Reflection AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 100) Discuss methods management can uses to increase the value of ongoing contributions to keep a wiki fresh. Answer: Like other shared communication efforts, wikis sometimes launch with a burst of enthusiasm and lots of fresh content from multiple contributors, only to fizzle out over time. A wiki can become a "ghost town" if contributors lose the motivation to add or update content, and readers stop referring to it because it doesn't seem to offer anything new. Management can prevent a wiki from going stale by incentivizing contributors with recognition or rewards, and by making sure that employees have time in their schedules to develop fresh content. Difficulty: Difficult LO: 8.6: Identify four considerations when setting up a business wiki, and explain how to become a valuable wiki contributor. Skill: Reflection AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media

Business Communication Today, 15e (Bovee/Thill) Chapter 9 Visual Media 1) Which of the following can be used to create an informally balanced visual that appears dynamic and engaging? A) Arrange elements around a central point B) Arrange elements from smallest to largest C) Arrange one dominant element against several small, weaker elements D) Arrange elements by importance E) Arrange all elements from a central axis Answer: C Explanation: C) A common approach to informal balance is weighing one visually dominant element against several smaller or weaker elements. Generally speaking, formal balance is more calming and serious, whereas informal balance tends to feel more dynamic and engaging. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 2) Which of the following is an advantage of incorporating visual images into a document? A) Readers will only have to look at the visuals and can skip reading the text. B) Readers will more likely understand and remember your message. C) Visuals take less time to plan and prepare for. D) Visuals reinforce the idea that research was done in support of the document. E) Visuals create connotative meaning where none existed. Answer: B Explanation: B) Visuals attract and hold people's attention, helping your audience understand and remember your message. Busy readers often jump to visuals to try to get the gist of a message, and attractive visuals can draw readers more deeply into your reports and presentations. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

3) The concept of ________ will help you design visuals that are consistent from one page of a document to the next. A) data enrichment B) visual parallelism C) graphical distribution D) visual enhancement E) dominant elements Answer: B Explanation: B) Visual parallelism is an essential element of design consistency. Business readers will view a series of visuals as a whole and assume that design elements will be consistent from one page to the next. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 4) Which of the following is reinforced by the visual symbolism of a message? A) Denotative meaning B) Numbers C) Connotative meaning D) Abstract ideas E) Integration Answer: C Explanation: C) Many colors, shapes, and other design elements carry visual symbolism, and their symbolic, connotative meaning can evolve over time and mean different things in different cultures. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

5) Clipart cluttering a bar chart is an example of A) a pictogram. B) chartjunk. C) a good way to grab reader interest. D) visual symbolism. E) balance. Answer: B Explanation: B) Chartjunk is defined as any visual element that is added to an image for decorative (or other) purposes that does not contribute any value or meaning to the image. Chartjunk clutters visuals and makes them hard to interpret. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 6) Which of the following is the ability to create and interpret images effectively? A) Production B) Visual design C) Integration D) Visual literacy E) Visual symbolism Answer: D Explanation: D) As a result of changes in both the tools and the communication environment, visual literacy, the ability to create effective images and to correctly interpret such images, has become a key business skill. Whether you are using visuals to reach an audience with limited reading skills or to magnify the impact of your written messages, knowing how to help your audience see what you see will enable you to become a more effective communicator. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

7) As a key business skill, visual literacy involves A) being conversant with the latest image-editing software. B) understanding how visual representations have evolved over the ages. C) helping your audience see what you see. D) sharing smartphone photos on social media. E) replacing images with key words and phrases. Answer: C Explanation: C) Whether you are using visuals to reach an audience with limited reading skills or to magnify the impact of your written messages, knowing how to help your audience see what you see will enable you to become a more effective communicator. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 8) Business communicators can use visual parallelism to promote ________ among all the visuals in a document. A) duality B) contrast C) variety D) consistency E) gestural additions Answer: D Explanation: D) You can achieve visual parallelism in a variety of ways, including through consistent use of color, shape, size, texture, position, scale, or typeface. Business readers will view a series of visuals as a whole and assume that design elements will be consistent from one page to the next. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

9) When should differences in color, shape, and size be used to highlight the differences between quantities in a chart? A) When you want to show consistency B) When you need to create contrast C) When you want to achieve visual balance D) When you want to balance opposing elements E) When you want to eliminate chartjunk Answer: B Explanation: B) Use contrast to emphasize differences by using contrasting colors, shapes, or sizes. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 10) Which of the following has helped to increase the use and importance of visuals in business communication? A) Increases in accuracy of data B) Stabilization in cost of development C) Expansion to global economies D) Increases in literacy levels E) Digital technology Answer: E Explanation: E) Several technological and social factors are contributing to the increasing use and importance of visuals in business communication. The process of creating and working with visual elements used to be the domain of experts with complex and expensive tools. However, digital technology has changed this situation dramatically. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

11) Which of the following will help you become a more effective visual designer? A) Planning enough time to create a perfect visual B) Including bold, strong colors C) Incorporating visual design wherever possible D) Considering visual consistency E) Understanding your own reactions to visual designs Answer: E Explanation: E) When you encounter visuals that you find appealing or unappealing, effective or ineffective, stop and ask yourself what caused your response. By thinking about your own reactions to visual designs, you can become a more effective designer yourself. Difficulty: Difficult LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 12) When elements of a visual design are arranged symmetrically around a central point, they are said to be A) formal. B) strong. C) connotative. D) dominant. E) informal. Answer: A Explanation: A) Balance can be formal, in which the elements in the images are arranged symmetrically around a central point or axis, or informal, in which elements are not distributed evenly, but rather stronger and weaker elements are arranged in a way that achieves an overall effect of balance. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

13) By using a dominant element in a design to draw attention to the most important information, the visual element helps to create A) informality. B) emphasis. C) formality. D) balance. E) parallelism. Answer: B Explanation: B) Audiences usually assume that the dominant element in a design is the most important, so make sure the visually dominant element really does represent the most important information. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 14) Which of the following describes the generally accepted rules of visual communication that dictate all aspects of design? A) Emphasis B) Language C) Convention D) Formality E) Balance Answer: C Explanation: C) Visual communication is guided by a variety of generally accepted rules or conventions, just as written communication is guided by spelling, grammar, punctuation, and usage conventions. These conventions dictate virtually every aspect of design. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

15) To best convey information, visual design should stress A) creative flair. B) chartjunk. C) informality. D) simplicity. E) context. Answer: D Explanation: D) Simple is usually better when it comes to visuals for business communication. Remember that you're conveying information, not expressing your creative flair. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 16) To help ensure your visual is ethical, it is important to A) keep the visual balanced. B) stress negative information. C) simplify complex situations. D) imply cause-and-effect when possible. E) provide context. Answer: E Explanation: E) Even when they are completely accurate, visuals can show only a partial view of reality. Part of your responsibility as a communicator is to provide not only accurate visuals but enough background information to help audiences interpret the visual correctly. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

17) Visuals can often convey message points more effectively and more efficiently than words. Answer: TRUE Explanation: Well-designed visual elements can enhance the communication power of textual messages and, in some instances, even replace them. Visuals can often convey some message points (such as spatial relationships, correlations, procedures, and emotions) more effectively and more efficiently than words. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 18) Poorly planned visuals are often more noticeable than grammatical errors in the text of your report. Answer: TRUE Explanation: Because visuals take up more room on the page and are much more conspicuous than text, a mistake in a visual can have a much greater impact than a text mistake. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 19) The more decorative elements you can add to a graphic, the more interesting and useful it will be to the audience. Answer: FALSE Explanation: Adding decorative elements is a form of chartjunk that needlessly clutters visuals and gets in the way of effective design. Difficulty: Moderate LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

20) Discuss how technological and social factors have changed the use of visuals in business communication. Answer: Several technological and social factors are contributing to the increasing use—and importance—of visuals in business communication. Whereas creating and working with visual elements used to be the domain of experts, digital technology has changed this situation dramatically. Digital cameras that can produce high-quality images and video are inexpensive and easy enough for anyone to use. In addition, the software needed to create diagrams, process photos, edit video, and prepare other visual elements becomes easier to use and more powerful all the time. Moreover, the global reach of the Internet makes it easy to send images almost instantly. Finally, Internet users have high-speed connections that can handle the larger computer files that visuals tend to require. Design and production tasks that used to take days can now be completed in hours or even minutes. As technologies such as wireless networking continue to advance, business communicators will continue to reach wider audiences in less time, using equipment that costs less and requires fewer skills. Difficulty: Difficult LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Synthesis AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

21) Discuss the power of visual elements in business communication. Answer: Well-designed visual elements can enhance the communication power of textual messages and, in some instances, even replace them. Visuals can often convey some message points (such as spatial relationships, correlations, procedures, and emotions) more effectively and more efficiently than words. Generally speaking, in a given amount of time, effective images can convey much more information than text. In the numbers-oriented world of work, people rely heavily on trend lines, distribution curves, and other visual presentations of numeric quantities. Visuals attract and hold people's attention, helping your audience understand and remember your message. Busy readers often jump to visuals to try to get the gist of a message, and attractive visuals can draw readers more deeply into your reports and presentations. Using pictures is also an effective way to communicate with the diverse audiences that are common in today's business environment. In addition to their direct information value, visuals often convey connotative meaning as well. Many words and phrases carry connotative meanings, which are all the mental images, emotions, and other impressions that the word or phrase evokes in audience members. A significant part of the power—and risk—of visual elements derives from their connotative meanings. Even something as simple as a watermark symbol embedded in letterhead stationery can boost reader confidence in the message printed on the paper. Many colors, shapes, and other design elements carry visual symbolism, and their symbolic, connotative meaning can evolve over time and mean different things in different cultures. Difficulty: Difficult LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

22) How can you be sure that a visual is ethical? Answer: Ethical problems, both intentional and unintentional, can range from photos that play on racial or gender stereotypes to images that imply cause-and-effect relationships that may not exist to graphs that distort data. Try to view your visuals from your audience members' perspective. Will their biases, beliefs, or backgrounds lead them to different conclusions than you've intended? Provide context. Even when they are completely accurate, visuals can show only a partial view of reality. Part of your responsibility as a communicator is to provide not only accurate visuals but enough background information to help audiences interpret the visual correctly. Don't hide or minimize negative information that runs counter to your argument. Obscuring information prevents your audiences from making fully informed decisions regarding your content. Don't exaggerate information that supports your argument. You have a responsibility not to oversell information in support of your argument. You should also resist the temptation to alter or enhance photographs and other images in order to support your arguments. Don't oversimplify complex situations. By their very nature, visuals tend to present simplified views of reality. Take care not to mislead an audience by hiding complications that are important to the audience's understanding of the situation. Don't imply cause-and-effect relationships without providing proof that they exist. Avoid emotional manipulation or other forms of coercion. Be careful with the way you aggregate data. Difficulty: Difficult LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

23) Discuss six principles to keep in mind when designing visuals regarding the aesthetic and symbolic aspects of graphic art. Answer: (1) Consistency: Readers view a series of visuals as a whole, assuming that design elements will be consistent from one page to the next. (2) Contrast: Visual distinctions should match verbal ones. To emphasize differences, depict items in contrasting colors, such as red and blue, or black and white. To emphasize similarities, make color difference more subtle. (3) Balance: Balance can be formal, in which the elements in the images are arranged symmetrically around a central point or axis; or it can be informal, in which elements are not distributed evenly but stronger and weaker elements are arranged in such a way that achieves an overall effect of balance. (4) Emphasis: The most important point should receive the greatest visual emphasis, so present the key item on the chart in the most prominent way through color, position, size, or whatever. Visually downplay less important items. (5) Convention: Visual communication is governed by a variety of generally accepted (and deeply ingrained) rules. Flouting those conventions can be effective, but must be done carefully in order to avoid breakdowns in communications. (6) Simplicity: Limit the number of colors and design elements you use, and take care to avoid chartjunk. Difficulty: Difficult LO: 9.1: Explain the power of business images, discuss six principles of graphic design that help ensure effective visuals, and explain how to avoid ethical lapses when using visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 24) Which of the following is one way a visual can help to make a message more complete? A) By providing supporting details B) By adding conciseness C) By reducing word count D) By creating a more persuasive message E) By eliminating cause-and-effect relationships Answer: A Explanation: A) Visuals, particularly tables, often serve to provide the supporting details for a main idea or recommendation. A table or another visual can provide these details without getting in the way of your main message. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

25) How can a visual create confidence in the written message and impress a reader? A) To depict relationships among elements of a whole B) To make the information seem more interesting C) By using the visual to supplement the text D) By dividing the information into smaller components E) To convey authority and precision Answer: E Explanation: E) Build confidence by using visual forms to convey authenticity and precision. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 26) How can you determine which part of a message needs a visual to improve it? A) Consider which parts of the message could be made more complex B) Identify which sections include lively words and phrases C) Identify which key ideas you want to minimize D) Consider the message from the audience's perspective E) Consider if there is time to create more visuals Answer: D Explanation: D) To help identify which parts of your message can benefit from visuals, step back and consider the flow of your message from the audience's point of view. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 27) When a message includes difficult concepts that cannot be conveyed in words, what can a visual aid add? A) Completeness B) Conciseness C) Connectedness D) Compelling narrative E) Clarity Answer: E Explanation: E) If you're having difficulty conveying an idea in words, consider whether a visual element will do the job instead. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 14 Copyright © 2021 Pearson Education, Inc.

28) If a section of a message requires extensive descriptions of explanation, what can a visual add? A) Connectedness B) Conciseness C) Emphasis D) Balance E) Formality Answer: B Explanation: B) You've probably heard the expression "A picture is worth a thousand words." If a section of your message seems to require extensive description or explanation, see if you can convey this information visually. With a picture working in conjunction with text, you may be able to reduce your word count considerably. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 29) Which of the following is added when a visual is designed to highlight correlations, causeand-effect relationships, or similarities and differences? A) Completeness B) Conciseness C) Connectedness D) Clarity E) Persuasion Answer: C Explanation: C) A key purpose of many business messages is showing connections—similarities or differences, correlations, cause-and-effect relationships, and so on. Whenever you want readers to see such a connection, a chart, a diagram, or another illustration might help. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

30) Adding visuals to make a report or presentation more inviting and persuasive will also make it A) informal. B) simple. C) contrasted. D) compelling. E) connected. Answer: D Explanation: D) You rarely want to insert visuals simply for decorative purposes, of course, but even if a point can be expressed equally well via text or visuals, consider adding the visual to make your report or presentation more inviting and persuasive. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 31) Which of the following is the goal of using visuals to show relationships among various elements of a whole? A) To reinforce B) To impress C) To simplify D) To summarize E) To unify Answer: E Explanation: E) Visuals can be used when depicting the relationships among various elements of a whole will help to unify a document. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

32) Using a visual to support text that emphasizes quantitative or numeric information will help ________ the text. A) balance B) summarize C) reinforce D) unify E) clarify Answer: E Explanation: E) Visuals will add clarity when used to support text descriptions of "graphic" topics such as quantitative or numeric information, explanations of tends, and descriptions. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 33) Which of the following is the goal of a visual when it is used to divide complicated descriptions that are depicted with flowcharts, organizational charts, or diagrams? A) To simplify B) To impress C) To emphasize D) To unify E) To summarize Answer: A Explanation: A) Visuals that are designed to divide complicated descriptions into components that can be depicted with conceptual models, flowcharts, organization charts, or diagrams help to simplify the message. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 34) Visuals should be used to help the audience understand complex information. Answer: TRUE Explanation: To help identify which parts of your message can benefit from visuals, step back and consider the flow of your message from the audience's point of view. Which parts of the message are likely to seem complex, open to misinterpretation, or even just a little bit dull? Those should be supported with well-designed visuals. Difficulty: Moderate LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 17 Copyright © 2021 Pearson Education, Inc.

35) What are the "five Cs" to consider when you're deciding which points to illustrate with visuals? Answer: (1) Clear: The human mind is extremely adept at processing visual information, so if you're having difficultly conveying an idea in words, take a minute to brainstorm some visual possibilities. (2) Complete: Visuals, particularly tables, often provide the supporting details for your main idea or recommendation. (3) Concise: If a particular section of your message seems to require extensive description or explanation, try to convey the information visually. (4) Connected: Whenever you want readers to see key connections, see whether a chart, diagram, or other illustration can help. (5) Compelling: Even if a particular point can be expressed equally well via text or visuals, consider adding the visual in order to make your report or presentation more compelling. Difficulty: Difficult LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 36) How can you identify points that are best illustrated with a visual? Answer: To help identify which parts of your message can benefit from visuals, step back and consider the flow of your message from the audience's point of view. Which parts of the message are likely to seem complex, open to misinterpretation, or even just a little bit dull? Are there any connections between ideas that might not be obvious if they are addressed only in the text? Is there a lot of numeric data or other discrete factual content that would be difficult to read if presented in paragraph form? Is there a chance that the main idea won't "jump off the page" if it's covered only in the text? If you answer yes to any of these questions, you probably need one or more visuals. Difficulty: Difficult LO: 9.2: Explain how to choose which points in your message to illustrate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

37) Which type of visual should be used when you need to present individual, exact values? A) Table B) Pie chart C) Drawing D) Flowchart E) Diagram Answer: A Explanation: A) When you need to present detailed, specific information, choose a table, a systematic arrangement of data in columns and rows. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 38) When would incorporating a table be most helpful to the reader? A) When showing trends over time B) When information is too difficult or tedious to read in the main text C) When conducting regression analysis D) When illustrating a process or procedure E) When signifying spatial relationships Answer: B Explanation: B) Tables are ideal when your audience needs information that would be either difficult or tedious to handle in the main text. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

39) Which of the following should be used if you want to show how the composition of something has changed over time? A) Surface chart B) Radar diagram C) Gantt chart D) Infographics E) Bar charts Answer: A Explanation: A) A surface chart, also called an area chart, is a form of line chart with a cumulative effect; all the lines add up to the top line, which represents the total. This presentation helps you illustrate changes in the composition of something over time. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 40) Use a ________ to show frequency or distribution of parts in a whole. A) bar chart B) histogram C) flowchart D) pie chart E) table Answer: D Explanation: D) Use a pie chart when you need to show frequency or distribution of parts in a whole. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Application AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

41) Which type of bar chart will show positive and negative values? A) Grouped B) Segmented C) Deviation D) Stacking E) Paired Answer: C Explanation: C) Deviation bar charts identify positive and negative values, or winners and losers. Difficulty: Difficult LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 42) When you need to show processes, transformations, and other activities, the most effective visual choice would be A) infographics. B) flowcharts and diagrams. C) animations and videos. D) data visualizations. E) Gantt charts. Answer: C Explanation: C) Use animation and video to show processes, transformations, and other activities. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Application AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

43) Which of the following is one of the primary values of a pictogram? A) The ability to show the time needed to complete a task in a given project B) The ability to track progress C) The ability to compare several items at once D) The ability to convey a more literal message E) The ability to quickly highlight dominant information Answer: D Explanation: D) The chief value of pictograms is their novelty and ability to convey a more literal, visual message, but they can be more difficult to read if not designed with care, and they can present a less professional tone than a straightforward bar chart. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 44) When you're creating a table for online use, ________ to make sure that the table is easy to read. A) reduce the number of columns and rows B) remove lines and spaces between columns and rows C) display data items in exact units D) present large amounts of data and information E) use one table for each data set Answer: A Explanation: A) For online documents, you may need to reduce the number of columns and rows to make sure your tables are easily readable, particularly on mobile devices. If you can't simplify a table enough to make it easily readable, provide the full table as a downloadable PDF. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

45) When preparing a line chart, keep in mind that you should A) never leave out increments from the vertical axis. B) be especially careful to avoid distorting the data. C) never include negative numbers on the vertical axis. D) incorporate footnotes to explain data. E) make it as colorful as possible. Answer: B Explanation: B) You can distort your data if you choose the range for your axes as too great or too small. Distortions also occurs when an axis shows only part of an entire range, such as percentages from 90 percent to 100 percent, rather than showing a range from 0 percent to 100 percent. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 46) Which of the following can be used to extract broad meaning from large groups of data? A) Small data B) Data visualization C) Tag clouds D) Bubble diagrams E) Pictograms Answer: B Explanation: B) Most types can show only a limited number of data points before becoming too cluttered to interpret, they often can't show complex relationships among data points, they usually can represent only numeric data, and they aren't interactive. As digital technologies continue to generate large amounts of data that can be combined and connected in endless ways, a diverse class of display capabilities known as data visualization work to overcome all these drawbacks. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

47) A chart that uses symbols or graphic images instead of words or numbers to portray data is called a A) Gantt chart. B) surface chart. C) combination chart. D) pictogram. E) table. Answer: D Explanation: D) A pictogram uses images to represent numeric data. For example, a small Mickey Mouse could be used to represent Disney's sales totals in a bad year. A much larger Mickey would represent the sales totals in a good year. The size or height of each Mickey would be proportional to its numeric value. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 48) A segmented or stacked bar chart A) shows how individual components contribute to a total number. B) shows the correlation between two items. C) compares quantities that require different intervals. D) identifies positive and negative values. E) conveys a more literal, visual message. Answer: A Explanation: A) A stacked bar chart is similar to a surface chart. It uses bars to show cumulative contributions of various contributors to a total. The height of the bar represents the cumulative total. Each section of the bar shows the contribution from that contributor. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

49) A Gantt chart is a type of A) pictogram. B) line chart. C) bar chart. D) pie chart. E) table. Answer: C Explanation: C) Project managers use a specialized bar chart known as a Gantt chart to track progress. Gantt charts are especially good for showing durations of tasks in a process that requires input from multiple sources working in parallel. By looking at a Gantt chart for a work process, you can tell at a glance how work tasks will overlap at various times. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 50) The best way to illustrate how your firm's annual budget is spent would be with a(n) A) pie chart. B) line chart. C) organization chart. D) flowchart. E) pictogram. Answer: A Explanation: A) Pie charts are best for showing how parts of a larger whole are distributed. For this reason, pie charts are perfect for budgets, as each slice of the pie shows the relative contribution of that item to the whole. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

51) To track your team's progress toward completing an important project, you should use A) an organizational chart. B) a Gantt chart. C) a pie chart. D) a pictogram. Answer: B Explanation: B) Of the choices, only a Gantt chart makes sense for tracking a complex task in which many people work on different aspects of a larger whole in parallel with one another. Difficulty: Difficult LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Critical Thinking AACSB: Analytical thinking Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 52) Which one of the following visuals would do the best job of illustrating trends over time? A) Table B) Line chart C) Pie chart D) Organization chart E) Pictogram Answer: B Explanation: B) A line chart illustrates trends over time or plots the relationship of two or more variables. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 53) A ________ is a form of line chart with a cumulative effect; all the lines add up to the top line, which represents the total. A) flow chart B) scatter chart C) bar chart D) surface chart E) table Answer: D Explanation: D) A surface chart has a cumulative effect. All the lines in the chart add up to the top line, which represents the total. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 26 Copyright © 2021 Pearson Education, Inc.

54) ________ can take several forms including grouped, deviation, stacked, combination, or paired. A) Pie charts B) Gantt charts C) Bar charts D) Line charts E) Trend line charts Answer: C Explanation: C) Bar charts can serve many purposes and represent data in a variety of ways such as grouped, deviation, stacked, paired, or combination bar charts. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 55) A bubble diagram includes three variables, with the size of the bubble representing the third variable. Answer: TRUE Explanation: A bubble diagram expands to three variables, with the size of the bubble representing the third variable. Difficulty: Easy LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 56) Use a table to summarize information that would be difficult or tedious to handle in the main text. Answer: TRUE Explanation: Tables are the best choice when the actual values of the data are important for users to obtain. For example, in a federal tax table, users look up the exact amount they must pay according to their taxable income. Difficulty: Easy LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

57) A Gantt chart is a type of time line chart used to track the progress of a project. Answer: TRUE Explanation: Gantt charts are especially good for showing durations of tasks in a process that requires input from multiple sources working in parallel. When you look at a Gantt chart, you can tell at a glance how work will overlap at various times. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 58) Data visualization is focused on extracting broad meaning from data (rather than on clarifying individual data points). Answer: TRUE Explanation: The point of data visualization isn't so much representing individual data points as it is conveying the "meaning" of the data. Difficulty: Moderate LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 59) Explain "data visualization" and give at least one example to support your explanation. Answer: Data visualization refers to a diverse class of display capabilities designed to overcome the drawbacks of conventional charts and graphs. It is less about clarifying individual data points and more about extracting broad meaning from large masses of data or putting the data in context. Most types of conventional visuals can show only a limited number of data points, cannot illustrate complex relationships among those data points, and can represent numeric data only. Data visualization tools are not limited by these constraints. For example, "friend wheels" on Facebook offer a visual sense of a user's network by showing which of his/her friends are friends of each other—thus indicating "clustering" within the network. Another example of data visualization is the "tag cloud," which shows the relative frequency of terms, or tags, in an article, a blog, a website, survey data, or another collection of text. Difficulty: Difficult LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Concept AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

60) Discuss the difference between how bar charts and pie charts are used. Answer: A bar chart portrays numbers by the height or length of its rectangular bars, making a series of numbers easy to read or understand. Bar charts are particularly valuable when you want to compare the sizes of several items at one time, show changes in one item over time, indicate the composition of several items over time, or show the relative sizes of components of a whole. Grouped bar charts compare more than one set of data, using a different color or pattern for each set. Deviation bar charts identify positive and negative values, or winners and losers. Segmented bar charts, also known as stacked bar charts, show how individual components contribute to a total number by using a different color or pattern for each component. Combination bar and line charts compare quantities that require different intervals. Paired bar charts show the correlations between two items. A pie chart is a commonly used tool for showing how the parts of a whole are distributed. Although pie charts are popular and can quickly highlight the dominant parts of a whole, they are often not as effective as bar charts or tables. For example, comparing percentages accurately is often difficult with a pie chart but can be fairly easy with a bar chart. Making pie charts easier to read can require labeling each slice with data values, in which case a table might serve the purpose more effectively. Difficulty: Difficult LO: 9.3: Describe the most common options for presenting data in a visual format. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 61) Which of the following should be used when you need to show a physical or conceptual relationship from start to finish? A) Data visualization B) Bubble diagram C) Gantt chart D) Pictogram E) Flowcharts Answer: E Explanation: E) If you need to show physical or conceptual relationships rather than numeric ones, you might want to use a flowchart or an organization chart. A flowchart illustrates a sequence of events from start to finish. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

62) When is it especially helpful to illustrate a process or procedure with a flowchart? A) When there are decision points and loops B) When you want to indicate linear regression C) When you want to show decorative and functional value D) When there is a need to convey both data and concepts E) When stressing spatial relationships Answer: A Explanation: A) A flowchart illustrates a sequence of events from start to finish. It is particularly helpful when illustrating processes and procedures in which there are decision points, loops, and other complexities. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 63) Which type of visual should be used to show the relationships between functions in an organization? A) Flowchart B) Organization chart C) Bubble diagram D) Gantt chart E) Pictogram Answer: B Explanation: B) An organization chart illustrates the positions, units, or functions of an organization and the way they interrelate Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

64) When are photographs the most effective choice for visuals? A) When you wish to emphasize relevant and specific parts B) When it is important to show both concepts and ideas C) When there is a structure narrative to the visual D) When you need to show exact appearance E) When the visual will function as a standalone document Answer: D Explanation: D) Photographs offer both functional and decorative value, and nothing can top a photograph when you need to show exact appearances. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 65) Which of the following should be a goal when using a photograph in a communication? A) To add communication value B) To save the reader time C) To increase decorative value D) To add visual interest E) To extend the length of the communication Answer: A Explanation: A) Make sure the photographs have communication value. Except for covers, title slides, and other special uses, it's usually best to avoid including photographs simply for decorative value. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

66) Which type of visual can be used to convey both data and concepts? A) Bubble diagrams B) Infographics C) Organization charts D) Flowcharts E) Tables Answer: B Explanation: B) Infographics are a special class of diagrams that can convey both data and concepts or ideas. In addition, they contain enough visual and textual information to function as independent, standalone documents. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 67) Which type of infographic can be used to replace conventional reports because of its strength as a powerful communication tool? A) One that incorporates big data B) One that is a stylized collection of charts and graphs C) One based on demographics D) One with a structured narrative E) One that replaces pie charts Answer: D Explanation: D) Infographics with structured narratives take full advantage of the visual medium to tell stories or show interconnected processes. Such infographics can be powerful communication tools, even to the point of replacing conventional reports. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

68) A potential drawback of using photographs in reports is that A) the level of detail might confuse the viewer. B) they are difficult to change or manipulate. C) appropriate photos are difficult to find. D) they are expensive. E) they are often retouched to improve the look. Answer: A Explanation: A) In showing how, for example, an electric razor works, a photo of the razor would show too much detail, confusing the viewer. A diagram might be much more useful for this purpose, showing the important working parts of the razor and leaving out all of the unimportant parts. Difficulty: Easy LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 69) The best visual for illustrating a manufacturer's quality control process would be a A) line chart. B) flowchart. C) scatter diagram. D) pie chart. E) Gantt chart. Answer: B Explanation: B) Flowcharts are best for showing conceptual rather than numeric relationships. A flowchart is ideal for visualizing a complicated, multistep manufacturing process, which includes sequential steps and complex relationships. Difficulty: Easy LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

70) When should a computer-aided design system be used produce a drawing? A) When speed is critical B) When there is less technical information available C) When wanting to eliminate the need for Photoshop D) When depicting parts of a whole process E) When the drawing is extremely detailed Answer: E Explanation: E) For more-technical illustrations, computer-aided design (CAD) systems such as Autodesk's AutoCAD can produce extremely detailed architectural and engineering drawings. Difficulty: Easy LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 71) Which of the following has made maps an extremely powerful visual reporting tool? A) Mobile accessibility B) Increased image-processing functionality C) Geographic information systems D) Stylized infographics E) The integration of CAD technology Answer: C Explanation: C) When combined with databases and aerial or satellite photography in geographic information systems (GISs), maps become extremely powerful visual reporting tools. Difficulty: Easy LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 72) If you want to illustrate a process or procedure, the best type of visual to use is a flowchart. Answer: TRUE Explanation: A flowchart works best in showing relationships between steps in a complex process, such as a manufacturing process, that are not necessarily in a sequential linear order. Difficulty: Easy LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

73) Visuals can complement or even replace textual information. Answer: TRUE Explanation: Professionals often look for visual solutions to complement or even replace textual information. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 74) Identify and discuss guidelines to follow when using photographs as visuals. Answer: Photographs offer both functional and decorative value, and nothing can top a photograph when you need to show exact appearances. Because audiences expect photographs to show literal visual truths, you must take care when using image-processing tools. Photographs are often unmatched in their ability to communicate spatial relationships, sizes, shapes, and other physical parameters, but sometimes they communicate too much information. A simplified diagram is often more effective because it allows you to emphasize the specific parts that are relevant to the problem at hand. Learn how to use basic image-processing functions such as cropping and resizing. Make sure the photographs have communication value. Except for covers, title slides, and other special uses, it's usually best to avoid including photographs simply for decorative value. Be aware of copyrights and model permissions. As with textual information you find online, you can't simply insert online photographs into your documents. Unless they are specifically offered for free, you have to assume that someone owns the photos and is entitled to payment or at least a photo credit. Difficulty: Moderate LO: 9.4: Describe the most common options for presenting information, concepts, and ideas. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

75) When producing and integrating visuals, a template A) is a tool for creating curves and geometric shapes. B) helps ensure an effective design, saves time, and makes decision making easier. C) is any kind of chart generated by a spreadsheet or illustration program. D) is a tool for creating classic architectural views. E) eliminates the need to add text to explain the visual. Answer: B Explanation: B) A template can be used over and over again, thus ensuring company-wide consistency and saving time. Rather than needing to make esthetic decisions each time you create a new graphic, just fill in the blanks of the template. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 76) When using a visual, you should match the style and quality of the visuals you use in a business message with A) whatever is available to you on the Internet. B) your personal communication preferences. C) the subject matter and the situation at hand. D) the cost of finding or creating the visual. E) the ease of creation. Answer: C Explanation: C) No matter which tools you're using, match the style and quality of your visuals with the subject matter and the situation at hand. A simple diagram may suffice for an informal meeting. A presentation to an industrial society, on the other hand, may require elaborate, fullcolor, charts, graphs, and photos to make sure your audience fully understands the information you present. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

77) How does the reader benefit when a visual is tightly integrated with the text? A) The variety of color allows the reader's eyes to rest. B) The reader can move back and forth between the text and the visual with little interruption. C) There is less reading because the visual replaces most of the text. D) There are fewer distractions for the reader. E) The reader can view all the visuals at once, before reading the text. Answer: B Explanation: B) For reports and most other business documents, visuals are tightly integrated with the text so that readers can move back and forth between text and visuals with as little disruption as possible. If the text is too far away from the visual, it can make understanding the material an awkward process for the reader. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 78) Which of the following should be emphasized in the text when introducing and describing a visual? A) The data B) The main point of the visual's message C) How the audience will use the data D) Problems with the data E) How to follow the forecasting pattern in the data Answer: B Explanation: B) When describing the data shown in your visuals, be sure to emphasize the main point you are trying to make. Don't make the mistake of simply repeating the data to be shown. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

79) Which of the following identifies the content and purpose of the visual? A) Caption B) Index C) Title D) Figure E) Legend Answer: C Explanation: C) A title identifies the content and purpose of the visual, along with whatever label and number you're using to refer to the visual. Difficulty: Easy LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Concept AACSB: Application of knowledge Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 80) Which of the following should be considered when developing visuals for viewing on mobile devices? A) Using color B) Establishing a priority and sequence of information C) Using links for visuals D) Safely eliminating the visuals E) Moving all visuals to the end Answer: B Explanation: B) With screen space at a premium, think carefully about audience members' needs, including the circumstances in which they'll be using their devices, so you can prioritize and sequence the delivery of information. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

81) When should legends be used in a visual? A) When there is at least one series of data B) When there is a discussion about the visual before the placement of it C) When graphics are complex D) When descriptive titles are used E) When informative titles are used Answer: C Explanation: C) Legends aren't necessary for simple graphs, such as a line chart or bar chart with only one series of data, but they are invaluable with more complex graphics. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 82) In business reports, it is best to place each visual A) within, beside, or immediately after the paragraph it illustrates. B) just before the paragraph referring to it. C) together with other visuals at the end of each chapter. D) together with other visuals in an appendix at the end of the report. E) together with other visuals at the beginning of each chapter. Answer: A Explanation: A) The rule of thumb is to place the visual as closely as possible to its supporting text. If text and visual start to get separated, try recasting the section of the document in which they appear to change where pages break and allow the visual and the text to remain together. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

83) Which of the following offers additional discussion of the visual's content and can be up to several sentences long? A) Title B) Legend C) Caption D) Illustration E) Exhibits Answer: C Explanation: C) A caption usually offers additional discussion of a visual's content and can be up to several sentences long, if appropriate. Captions can also alert readers that additional discussion is available in the accompanying text. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 84) A(n) ________ title on a graphic simply identifies the topic. A) descriptive B) informative C) illustrative D) prescriptive E) caption Answer: A Explanation: A) A descriptive title simply identifies the topic of the illustration, whereas an informative title calls attention to the conclusion that ought to be drawn from the data. An example of a descriptive title is, "Supply Versus Cost for Oil, 2025." The title identifies the topic but doesn't comment on it. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

85) Including visuals in your report or presentation is a particularly powerful way to communicate with a culturally diverse audience. Answer: TRUE Explanation: Visuals come in especially handy when you are trying to communicate with others who don't share your language. Using a graphic or photo to express an idea in this situation, rather than words, can be extremely useful. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 86) Legends and titles serve the same purpose in a visual aid. Answer: FALSE Explanation: A title identifies the content and purpose of the visual, along with whatever label and number you're using to refer to the visual. A legend helps readers "decode" the visual by explaining what various colors, symbols, or other design choices mean. Difficulty: Easy LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 87) A visual does not need documentation if you have gathered data from other sources and created the visual yourself. Answer: FALSE Explanation: Even if the graphical design is entirely yours, any underlying information taken from other sources needs to be documented. Difficulty: Easy LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

88) Why is it important for visuals and text to work together closely in business documents? Identify four techniques you can use to integrate text and visuals successfully. Answer: For reports and most business documents, visuals must be tightly integrated with the text. This integration will help readers move back and forth between text and visuals with as little disruption as possible. Business communicators can use four techniques to integrate text and visuals: maintaining a balance between visuals and text; referring to visuals in the text; placing the visuals close to the text they illustrate; and using titles, captions, and legends to identify visuals. Difficulty: Difficult LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 89) Why is it important to always take the reader's specific needs into consideration when maintaining a balance between words and illustrations? Answer: Strong visuals enhance the descriptive and persuasive power of your writing, but putting too many visuals into a report can distract your readers. If you're constantly referring to tables, drawings, and other visual elements, the effort to switch back and forth from words to visuals can make it difficult for readers to maintain focus on the thread of your message. If you're addressing an audience with multiple language backgrounds or widely varying reading skills, you can shift the balance toward more visual elements to help get around any language barriers. The professional experience, education, and training of your audience should influence your approach as well. For instance, detailed statistical plots and mathematical formulas are everyday reading material for quality-control engineers but not for most salespeople or top executives. Difficulty: Moderate LO: 9.5: Explain how to integrate visuals with text, and list three criteria to review in order to verify the quality of your visuals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

90) When determining how to compose a scene, how can you be sure the background is tasteful and appropriate for the message? A) Increase the optical zoom B) Verify the quality of the sound recording C) Prepare a shot list D) Block off time to edit and combine footage E) Try to visualize what the camera will see Answer: E Explanation: E) Visualize what the camera is going to see. Do you want people to see it in a realistic setting, or would it be better to use a "clean stage" so that nothing else will compete for the viewer's attention? Think carefully about the overall environment as well. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 91) Which of the following is one way to identify the footage you need to capture, and serves as a checklist when shooting? A) Develop a shot list B) Use the zoom feature to capture a variety of ranges C) Allow the speaker to manage the scene composition D) Follow framing guidelines E) Collect B-roll material Answer: A Explanation: A) Preparing a shot list ahead of time helps you identify all the footage you need to capture, and it serves as a check-off list when you're shooting. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

92) Which of the following is used to add visual interest to an interview or to smooth over transitions? A) Indirect lighting B) B-roll material C) Props D) Omnidirectional microphones E) Different filming locations Answer: B Explanation: B) The "B-roll" is another legacy term from film. It refers to a collection of secondary shots that can later be edited in to add visual interest, smooth over transitions, or otherwise improve the flow of the finished product. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 93) Which of the following is the process of determining what the camera sees when you aim it? A) Prop placement B) B-roll C) Framing D) Postproduction footage E) Shot list Answer: C Explanation: C) Framing refers to the decisions you make regarding what the camera sees and doesn't see when you aim it. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

94) Which of the following makes framing decisions particularly important when videos are watched on mobile devices? A) The viewer can scroll through uninteresting sections. B) B-roll footage cannot be included. C) The need for balance is increased. D) Small screens limit the amount of detail viewers can see. E) Filming at angles will distort the picture. Answer: D Explanation: D) Framing decisions are particularly important if your videos will be watched on small-screen mobile devices, because small screens can limit the amount of detail viewers can see clearly. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 95) The process for producing business videos includes the following three stages: A) planning, writing, and completing. B) casting, filming, and broadcasting. C) visualization, production, and dissemination. D) preproduction, production, and postproduction. E) visualization, casting, and filming. Answer: D Explanation: D) By following a methodical process in the preproduction, production, and postproduction stages, any business communicator with basic equipment can create effective videos. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

96) Which of the following is one way to move away from the spoken portion of a video? A) Cut and paste B) B-roll clip footage C) Transition D) Branding element E) Outro Answer: E Explanation: E) Intros and outros often contain brief musical segments as well as a way to transition into and out of the spoken portion of the video. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Application AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 97) Preparing visual content for mobile and small screens does not differ from preparing visual content for a laptop or a desktop computer. Answer: FALSE Explanation: Due to the constraints of small screens, preparing visual content for mobile users takes careful planning and display tools designed for mobile devices. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 98) The term framing refers to gathering secondary camera footage that you can use when you're editing a video. Answer: FALSE Explanation: Framing refers to the decisions you make regarding what a camera does or doesn't see when you aim it. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Concept AACSB: Application of knowledge Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

99) When you're filming a business video, move the camera randomly to add creativity and flair to the footage. Answer: FALSE Explanation: If the camera moves around when you're filming, the resulting footage puts a greater demand on your viewers. As a rule, don't move the camera while filming unless you really have to. Difficulty: Easy LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 100) Why is framing an important aspect of video production and how can the process be improved? Answer: Framing refers to the decisions you make regarding what the camera sees and doesn't see when you aim it. For example, if you're filming someone demonstrating a product, you'll have to decide where the camera should be aimed for each of your planned shots. If the presenter is talking at one point without using the product, you might frame the shot to emphasize the speaker's face. Then when the presenter interacts with the product, you might frame the shot to emphasize his or her hands. Just remember the obvious but sometimes overlooked point that the viewer sees everything the camera sees—but only what the camera sees. Framing decisions are particularly important if your videos will be watched on small-screen mobile devices, because small screens can limit the amount of detail viewers can see clearly. The question of balance is important as well. Keeping a speaker's face in the center of the screen can look dull and rigid after a while, so experiment with positioning him or her just off-center to create a more dynamically balanced scene. Also, search for interesting angles for the shots you have planned. In addition to filming the subject head on, for example, you might get some footage of him or her from the side or from high or low perspectives. Difficulty: Moderate LO: 9.6: Identify the most important considerations in the preproduction, production, and postproduction stages of producing business videos. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

Business Communication Today, 15e (Bovee/Thill) Chapter 10 Writing Routine and Positive Messages 1) Which of the following is used to begin a routine request when using the direct approach? A) Details and explanations B) Justification for the request C) Main idea D) Reasons for the request E) Specific action you need taken Answer: C Explanation: C) Like all other business messages, a routine request has three parts: an opening, a body, and a close. Using the direct approach, open with your main idea, which is a clear statement of your request. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 2) In the body section of a routine request, ________ would be appropriate. A) asking a series of questions B) requesting some specific action C) expressing your goodwill and appreciation D) providing your contact information E) making a statement of your request Answer: A Explanation: A) Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your request. Finally, close by requesting specific action. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Concept/Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

3) In a routine request, in which part of the message should you make your request? A) In the middle paragraph B) At the very end of the message C) After the list of reasons for the request D) Before identifying time frames for granting the request E) At the beginning of the message Answer: E Explanation: E) With routine requests, you can make your request at the beginning of the message. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 4) In a routine request, what should be included in the body of the message? A) The specific request B) An explanation of the request C) Benefits to you if the request is granted D) Benefits of a timely response E) How to reach you if there are questions about the request Answer: B Explanation: B) Use the body of your message to explain your request, as needed. Make the explanation a smooth and logical outgrowth of your opening remarks. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 5) How should a series of questions be handled in a routine request? A) List each question in a new paragraph B) Make each question a logical outgrowth of the previous question C) Ask the most important questions first and deal with one topic per question D) Use transitions and cover multiple topics in one question E) Start with the least important first Answer: C Explanation: C) If you have multiple requests or questions, ask the most important questions first and deal with only one topic per question. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

6) Which of the following assumption can you make about how the audience will comply with a routine request? A) You all have the same goals. B) The reader will be convinced if one strong, meaningful reason is included. C) The middle paragraph will contain a persuasive message. D) The reader will comply. E) The request will include specific details about the benefits of complying. Answer: D Explanation: D) You can generally assume that your readers will comply with routine requests, so you don't need to devote a lot of time or energy toward trying to convince them to do so. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 7) In a routine request, where do you explain the request, if an explanation is needed? A) In the body B) In the introduction C) In the close D) Before a list of questions E) In its own paragraph Answer: A Explanation: A) Use the body of your message to explain your request, as needed. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 8) When writing a routine message, how is the explanation developed? A) As a series of questions B) As an outgrowth of your opening remarks C) As an act of persuasion D) As indirectly as possible E) As a specific request that includes deadlines Answer: B Explanation: B) Make the explanation a smooth and logical outgrowth of your opening remarks. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

9) Which of the following will enable the reader to respond to unusual or complex requests? A) Adding relevant deadlines B) Providing information about how you can be reached C) Specifying the date and time you want the request to be completed by D) Breaking the request into specific, individual questions E) Combining the request with strong transitions Answer: D Explanation: D) If you have an unusual or complex request, break it down into specific, individual questions so the reader can address each one separately. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 10) Which of the following should be included in a courteous close? A) A reminder of your position in the organization B) An explanation of the request C) The logical outcome when the request is responded to D) New, less-important questions that the reader should answer E) Deadlines and other information that will help the reader respond Answer: E Explanation: E) Close your message with three important elements: (1) a specific request that includes any relevant deadlines, (2) information about how you can be reached (if it isn't obvious), and (3) an expression of appreciation or goodwill. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 11) Which of the following is one of the elements to include in the courteous close of a routine request? A) An expression of appreciation B) An undemanding personal tone C) An explanation of the importance of the request D) Potential benefits of responding quickly E) A breakdown of complex questions Answer: A Explanation: A) Close your message with three important elements: (1) a specific request that includes any relevant deadlines, (2) information about how you can be reached (if it isn't obvious), and (3) an expression of appreciation or goodwill. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 4 Copyright © 2021 Pearson Education, Inc.

12) Which of the following should the middle paragraph of a routine request be used for? A) To state the request B) To explain and justify the request C) To make it easy to comply with the request D) To offer an expression of gratitude E) To clarify deadlines Answer: B Explanation: B) Use the body of your message to explain your request, as needed. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 13) If there are deadlines for the request, where should those be stated? A) The opening paragraph B) In the explanation section C) In the middle paragraph D) Before specific questions are listed E) In the courteous close Answer: E Explanation: E) Request specific action in a courteous close and clearly state any important deadlines for the request. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 14) Which of the following would be the best opening for a routine request? A) Please send me a summary of the eastern region's sales data for April. B) As soon as you get this, send me last month's sales data. C) I know you may not want to, but send me last month's sales data. D) I am very sorry to ask you to do this. E) I know you realize the sales data is due, but I am still waiting for the report. Answer: A Explanation: A) The first response is best because it is simple, direct, and specific. Note the tone is polite and includes the word please, so the request doesn't sound demanding. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

15) When closing a direct request, you should be sure to include which of the following? A) An apology for taking up the reader's time B) A mention of your own qualifications or status C) The deadlines involved in your request D) An indication of the consequences of a failure to reply E) How the recipient can reach you if they have questions Answer: C Explanation: C) The closing should repeat what is being requested and precisely when a response is required. Failing to be precise about time leaves open all sorts of possibility for misunderstanding and confusion. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 16) In addition to asking for information or action from another party, when are routine messages most often used? A) When the audience is inclined to comply with the request B) When there is a need for persuasion C) When there might be a negative outcome D) When responding by email E) When using any form of digital technology Answer: A Explanation: A) Routine messages fall into two groups: routine requests that ask for information or action from another party, and a variety of routine and positive messages. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 17) In the direct approach to writing a routine request, state the main idea A) in the closing of the message. B) in the middle of the second paragraph. C) in the opening of the message. D) at the bottom of the first paragraph. E) at the end of the second paragraph. Answer: C Explanation: C) With the direct approach, begin a routine request by stating your main idea in a clear statement of your request. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 6 Copyright © 2021 Pearson Education, Inc.

18) In a routine request for information or action, ________ will get the job done. A) using a direct approach B) using a dramatic approach C) using an indirect approach D) using a tangential approach E) using a persuasive approach Answer: A Explanation: A) For simple requests, using the direct approach gets the job done with a minimum of fuss. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 19) How might closing a direct request with "thank you in advance" be perceived by the audience? A) As an indication of good will B) As a measure of sincerity C) As a demand for a quick response D) As polite and meaningful E) As presumptuous Answer: E Explanation: E) Conclude your message with sincere thanks, but avoid saying "thank you in advance," which can come across as presumptuous. Good alternatives include "I appreciate your help" or a simple "Thank you." Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 20) If the middle section of your request letter contains a series of questions, save the most important question for last. Answer: FALSE Explanation: If you have multiple requests or questions, ask the most important questions first. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

21) In most cases, when making routine requests you should assume the audience will not comply. Answer: FALSE Explanation: Because the request is routine, you can generally assume that readers will comply, once they understand the reason for your request. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 22) The direct approach opens with a justification of your request. Answer: FALSE Explanation: Using the direct approach, open with your main idea, which is a clear statement of your request. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 23) Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them. Answer: FALSE Explanation: Tone is important in all business correspondence. For a simple message, your tone should be polite, friendly, and respectful. Never use a tone that makes your request sound like a demand. Difficulty: Moderate LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 24) Identify and discuss best practices for explaining and justifying a routine request. Answer: After you've stated your request up front in the opening of your message, use the body of the message to explain your request. Make the explanation a smooth and logical outgrowth of your opening remarks. If complying with the request could benefit the reader, be sure to mention that. If you have multiple requests or questions, ask the most important questions first and deal with only one topic per question. If you have an unusual or complex request, break it down into specific, individual questions so that the reader can address each one separately. This consideration not only shows respect for your audience's time, but also gets you a more accurate answer in less time. Difficulty: Difficult LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 8 Copyright © 2021 Pearson Education, Inc.

25) Discuss three important elements for writing a courteous close to a direct request message. Answer: Close your message with three important elements: (1) deadlines and other important information that will help the reader respond, (2) information about how you can be reached (if it isn't obvious), and (3) an expression of appreciation or goodwill. When you ask readers to perform a specific action, ask for a response by a specific date or time, if appropriate (for example, "Please send the figures by May 5 so that I can return first-quarter results to you before the May 20 conference"). Conclude your message with sincere thanks, but avoid saying "thank you in advance," which can come across as presumptuous. Good alternatives include "I appreciate your help" or a simple "Thank you." Difficulty: Difficult LO: 10.1: Outline an effective strategy for writing routine business requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 26) Which of the following would be considered a claim against a company? A) A settlement of a dispute B) An offer of a remedy C) A formal complaint D) An assessment of a problem E) An offer to continue a business relationship if a problem is fixed Answer: C Explanation: C) If you're dissatisfied with a company's product or service, you can opt to make a claim (a formal complaint) or request an adjustment (a settlement of a claim). Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 27) When writing to ask for a settlement, which type of routine message should you write? A) A recommendation B) A claim C) A reference D) A request for adjustment E) A good will message Answer: D Explanation: D) If you're dissatisfied with a company's product or service, you can opt to make a claim (a formal complaint) or request an adjustment (a settlement of a claim). Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

28) When making a claim or requesting an adjustment, what should be included in the opening of the message? A) Complete and specific details of the issue B) Information needed to verify your complaint C) A statement expressing your desire to resolve the issue D) Information from sales receipts, cancelled checks, and other data E) A clear statement of the problem and your request Answer: E Explanation: E) Open with a clear and calm statement of the problem along with your request. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 29) When using the direct approach for a claim or adjustment, what should you include in the body of your message? A) Specific explanation of the details B) A clear statement of the problem C) A specific statement indicating what you want done D) A statement that conveys your desire to find a solution E) An offer to continue the relationship if they resolve the issue Answer: A Explanation: A) In the body, give a complete, specific explanation of the details. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 30) Before volunteering someone's name as a reference, always A) assume you have permission to do so. B) ask that person's permission. C) describe your relationship with that person. D) list that person's address and phone number for ease of contact. E) check their social media presence. Answer: B Explanation: B) Some people do not want to be listed as references for privacy reasons. Others do not want to be surprised by the request or burdened by the responsibility of supplying a recommendation for you. Still others may feel they do not know you well enough to be listed as a reference, or they may even feel they cannot recommend you. For all these reasons, ask people ahead of time if you can use them as a reference. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 10 Copyright © 2021 Pearson Education, Inc.

31) If you request a recommendation from a person you haven't had contact with recently, you should A) use the opening of your letter to refresh the person's memory. B) assume they will comply. C) use the persuasive approach. D) use the bad-news approach. E) outline a draft of the recommendation for them. Answer: A Explanation: A) An old college professor, for example, may have taught hundreds of students since he or she last saw you. Therefore, identify yourself by supplying some of the details of your last encounter with the recommender to make sure he or she has a clear idea of who you are. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 32) The opening of a request for a recommendation should include A) a buffer statement to distract the reader. B) a statement implying that you're applying for a position. C) a statement on why the recommendation is needed. D) an apology for bothering the reader. E) a statement about the skills you would like emphasized in the recommendation. Answer: C Explanation: C) Start with a clear statement of why you're asking for a recommendation. For example, a recommendation might be for a job or an application for graduate school, an internship, or membership in some kind of organization. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

33) Which of the following would be an appropriate way to start a claim or request for an adjustment? A) With a complete and specific explanation of the details B) With information needed to verify the complaint C) With a clear and calm statement of the problem and your request D) With a request for a specific action E) With an expression of your desire to find a solution Answer: C Explanation: C) Open with a clear and calm statement of the problem along with your request. In the body, give a complete, specific explanation of the details. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 34) When making a claim or requesting an adjustment, your close should A) clearly state how angry and disappointed you are. B) explain the specific details of the problem. C) request the specific action required to resolve the problem. D) explain that you are planning to seek legal counsel. E) provide a straightforward explanation of how the problem occurred. Answer: C Explanation: C) It is important to close by saying exactly what you require of your reader. Repeat yourself if necessary, but make sure you state your request completely. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 35) When writing a direct request for information or action, A) convince the reader to continue reading past the first sentence. B) threaten legal action right up front to ensure the audience reads the message. C) give the audience options for how to respond. D) keep information and options vague to allow the audience to form opinions. E) make responding to the request as easy as possible. Answer: E Explanation: E) Most of your routine requests will involve asking someone to provide information or take some specific action. As you plan your message, think about what you can do to make responding to the request as easy as possible. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 12 Copyright © 2021 Pearson Education, Inc.

36) When writing a routine request, A) adapt the request to the audience and the situation. B) use a form letter for all similar requests. C) open the request with more demands than needed, with the hopes that some will be fulfilled. D) establish deadlines and issues up front. E) expect the audience will offer some resistance to your request. Answer: A Explanation: A) Most of your routine requests will involve asking someone to provide information or take some specific action. Naturally, be sure to adapt your request to your audience and the situation. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 37) Which of the following is a message that expresses someone's confidence in your ability to perform a job or fulfill the terms of a contact? A) Goodwill B) Claims or adjustments C) Sharing routine information D) Recommendations E) Press release Answer: D Explanation: D) A recommendation usually takes the form of a brief letter or email message that expresses someone's confidence in your ability to perform a job, fulfill the terms of a contract, or do whatever the situation entails. Difficulty: Easy LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

38) When requesting a letter of recommendation, where would you include information such as your skills, training, and fitness for the opportunity? A) In the opening paragraph B) In an attached résumé C) In the close of the request D) In the end of the opening paragraph E) In the body of the request Answer: E Explanation: E) Use the body to provide information that will make it easy for the recipient to comply with your request. This would include information that you would like the recommendation to convey, such as your work experience, skills, training, character, and fitness for the opportunity. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 39) Why is it helpful to include an up-to-date résumé when you are requesting a former employer write a letter of recommendation for you? A) To explain details of the job you are now applying for B) To indicate any deadlines that should be met C) To provide an overview of you career since your last contact D) To act as a rough draft of the letter of recommendation E) To show how your skills fit the current opening Answer: C Explanation: C) If it will give the recipient a helpful overview of your career since your last contact, consider including an up-to-date résumé. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

40) When writing a direct message to make a claim or ask for an adjustment, which of the following will help the reader verify your complaint? A) Invoices and evidence B) Contact information C) A sincere expression of gratitude D) Dates or deadlines for resolution of the issue E) A specific indication of what the remedy should be Answer: A Explanation: A) In the body, give a complete, specific explanation of the details. Provide any information the recipient needs in order to verify your complaint. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 41) When a remedy to a claim or adjustment is not clear, A) explain what you want done. B) ask the company to propose a solution. C) wait and see how if company responds. D) demand all you can and be prepared to settle for less. E) threaten legal action if satisfaction is not achieved. Answer: B Explanation: B) If the remedy is obvious, explain what you would like to be done. If you're not sure how the situation should be resolved, you can ask the company to assess the situation and propose a solution. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 42) It is not necessary to ask someone's permission before listing his or her name as a job reference. Answer: FALSE Explanation: You should never list someone as a reference without getting his or her permission first. Even if someone has recommended you in the past, it is still a good idea to make sure the current recommendation is something he or she feels comfortable doing before listing the referral. Difficulty: Easy LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

43) Due to potential legal problems, many companies have a policy that prevents employees from providing recommendation letters. Answer: TRUE Explanation: Some companies will not allow their employees to write letters of recommendation. Therefore, you should check about providing a recommendation even with someone you know well and are in frequent contact with. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 44) Most routine requests will involve asking someone to provide information or take some specific action. Answer: TRUE Explanation: Most of your routine requests will involve asking someone to provide information or take some specific action. As you plan your message, think about what you can do to make responding to the request as easy as possible. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 45) List the three major categories of common routine requests. Answer: The three major types of routine requests are (1) requesting information and action, (2) asking for recommendations, and (3) making claims and requesting adjustments. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 46) Discuss why someone might turn down your request for a job reference. Answer: You shouldn't always assume a positive response, and a negative response may not be related to your qualifications. You are asking busy people to devote time and energy on your behalf, and you're asking them to put their own reputations on the line. In some cases, the person may not know you well enough or may not believe that the opportunity you are pursuing is a good fit for you. In addition, when it comes to job references, some organizations don't allow their staff to provide anything beyond confirmation of employment. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

47) Describe the three-step strategy for requesting information and action. Answer: Start with a clear statement of your reason for writing. Then provide whatever explanation is needed to justify your request. Finally, close with a specific account of what you expect and include a deadline if appropriate. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 48) How can you help your audience create a meaningful and effective letter of recommendation for you? Answer: Requests for recommendations and references are routine, so you can organize your inquiry using the direct approach. Open your message by clearly stating why the recommendation is required (if it's not for a job, be sure to explain its purpose) and that you would like your reader to write the letter. If you haven't had contact with the person for some time, use the opening to trigger the reader's memory of the relationship you had, the dates of association, and any special events or accomplishments that might bring a clear and favorable picture of you to mind. Difficulty: Moderate LO: 10.2: Describe three common types of routine requests. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 49) When you're providing details in the body of a routine or positive message, A) include a checklist of questions for the reader to consider. B) criticize your competitors for their flawed products and services. C) explore the dark side of your business proposition. D) maintain the supportive tone that you established in the introduction. E) use clear but demanding language. Answer: D Explanation: D) As you're writing the body of a routine or positive message, maintain the supportive tone you established in the opening of the message. This will keep your relationship with your reader. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

50) Why should the direct approach be used for routine replies and positive messages? A) The reader will want to know what is in it for them. B) The reader will be generally interested in what you have to say. C) The reader will want a chance to discuss an issue. D) The reader will need to be reminded why the issue is important. E) It saves the writer time in crafting the message. Answer: B Explanation: B) The direct approach is an appropriate and efficient way to structure these messages because your readers will range from neutral to receptive. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 51) Which of the following should be in the opening section of a routine or positive message? A) A detailed explanation B) Justification of the news C) The main idea D) An indication of the benefits to the reader E) A copy of needed documentation Answer: C Explanation: C) In most cases, you can get right to the point with these routine messages. Of course, you'll want to adapt your opening to the specific situation. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 52) Which of the following should be included in the body of a routine or positive message? A) Justification of the news B) Relevant details C) The main idea D) A reminder of your relationship with the audience E) A copy of needed documentation Answer: B Explanation: B) Use the body to explain all the relevant details, and close cordially, perhaps highlighting a benefit to your reader. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 18 Copyright © 2021 Pearson Education, Inc.

53) Where should you indicate needed follow-up action for your reader in a routine reply or positive message? A) At the beginning of the opening B) At the end of the opening C) In the close of the message D) In the first line of the body E) In the last line of the body Answer: C Explanation: C) If follow-up action is required or expected, use the close to identify who will do what and when that action will take place. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 54) Why is it important to open a routine message with the main idea? A) To keep the opening concise B) To minimize the effect of the message C) To help prevent confusion of the audience D) To prepare the audience for the details to follow E) To establish a supportive tone Answer: D Explanation: D) By opening routine and positive messages with the main idea or good news, you're preparing your audience for the details that follow. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

55) Which of the following should be included in the body of a routine, positive message? A) An explanation of all needed information B) A simple thank you C) A demanding tone D) A reminder of all steps involved E) An indication of follow-up required Answer: A Explanation: A) Use the body to expand on the opening so that readers get all the information they need. As you provide the details, maintain the supportive tone established in the opening. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 56) How can a routine, positive message be used as a resale message when writing to a customer? A) By acknowledging the order B) By writing a short and specific message C) By minimizing negative information D) By using an indirect approach E) By reinforcing the wisdom of a purchase selection Answer: E Explanation: E) If you are communicating with a customer, you might also want to use the body of your message to assure the person of the wisdom of his or her purchase selection (without being condescending or self-congratulatory). Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

57) Why is the close of a routine reply or positive message generally short? A) The reader already knows what you need done. B) You are not asking the reader to do anything. C) You have already offered your thanks in the opening paragraph. D) It is simply a resale opportunity and doesn't need any development. E) A shorter message minimizes the negative news. Answer: B Explanation: B) The close of routine replies and positive messages is usually short and simple because you're leaving things on a neutral or positive note and not usually asking the reader to do anything. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 58) Which of the following should the close of a routine reply include if follow-up action is needed? A) A sincere thank you B) A detailed explanation of why the follow-up is needed C) A clear statement of who will do what and when D) An acknowledgement of the help the audience will give in the follow-up E) Details of the follow-up action needed Answer: C Explanation: C) If follow-up action is required or expected, use the close to identify who will do what and when that action will take place. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

59) In a positive message, present the main idea A) in the first sentence of the middle paragraph. B) at the end of the middle paragraph. C) right at the beginning of the letter. D) in the last sentence of the letter. E) just before the courteous close. Answer: C Explanation: C) The strategy for a positive message is simple: first, state the main idea. Then give necessary details. Finally, close with a cordial request for specific action. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 60) If you have mildly disappointing information to deliver as part of a positive message, you should A) put the negative information in a favorable context. B) simply omit it from the message. C) put the negative information first. D) put the negative information last. E) put the negative information at the end of the middle paragraph. Answer: A Explanation: A) Embed negative statements in positive contexts or balance them with positive alternatives. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

61) When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say. A) interested in B) resistant to C) disinterested in D) in tune with E) disappointed in Answer: A Explanation: A) Because readers will generally be interested in what you have to say, you can usually use the direct approach with routine replies and positive messages. Difficulty: Difficult LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Concept/Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 62) If you have an unexpected negative response to deliver as part of a reply for information or requests, you should A) open with the negative information. B) use the indirect approach. C) put the negative information in a separate message. D) apologize for having to spoil the moment. E) hint at the negative information to soften the blow. Answer: B Explanation: B) If the response is straightforward, the direct approach is appropriate. However, if you need to give an unexpected negative response to a request, consider the indirect approach. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

63) In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is A) to be avoided in routine positive messages. B) a good way to build customer relationships. C) an important part of all negative responses to claim letters. D) an avoidance technique. E) viewed as superficial and somewhat insulting by the reader. Answer: B Explanation: B) Resale information reinforces the idea that the customer made a wise decision in purchasing your product. A resale tool helps make customers feel good about their purchase and develop a positive relationship with your company. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 64) The close of a routine reply or positive message where more action is needed should A) clearly state who will do what next. B) explain the reasons for any negative information you have included. C) offer an explanation for why this decision was made. D) create some ambiguity, so the audience will be more likely to contact you. E) include a list of deadlines and desired outcomes. Answer: A Explanation: A) If additional action is required on the part of the reader or yourself, make that action clear in the close. Include times, dates, addresses, and other information to make sure that your audience can accomplish the action easily. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

65) When you're writing to acknowledge a customer's order, using a(n) ________ is a good way to assure the customer that he/she has made good purchase. A) resale comment B) few words of socializing C) personal responsibility tactic D) evaluation of the situation E) message of appreciation Answer: A Explanation: A) Including favorable comments when corresponding with customers (often known as resale) can build customer relationships. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 66) Readers receiving routine replies are generally interested in what you have to say, so the direct approach will work best with these types of messages. Answer: TRUE Explanation: Readers receiving routine replies and positive messages will generally be interested in what you have to say, so use the direct approach. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 67) The best opening for a routine reply or positive message includes the single most important information you need to give the audience. Answer: TRUE Explanation: In a positive message, include your main idea right up front. There is nothing to be gained by being indirect. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

68) A routine message should never include negative information. Answer: FALSE Explanation: Routine messages can be both positive and negative. Embed negative statements in positive contexts or balance them with positive alternatives. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 69) Discuss the goals when writing a positive response to a request or sending a goodwill message. Answer: When you are responding positively to a request, sending routine announcements, or sending a positive or goodwill message, you have several goals: to communicate the information or the good news, answer all questions, provide all required details, and leave your reader with a good impression of you and your firm. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 70) You're preparing an internal blog post about this year's annual company picnic. The message is generally positive, but you need to say that—unlike past picnics—the event will not be catered. What approach is best for conveying mildly disappointing information such as this in the context of a positive message? Answer: In a generally positive routine message, place mildly disappointing information in as favorable a context as possible. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

71) How should the close of a positive or routine message be handled if there is follow-up action needed? Answer: The close of routine replies and positive messages is usually short and simple because you're leaving things on a neutral or positive note and not usually asking for the reader to do anything. Often, a simple thank you is all you need. However, if follow-up action is required or expected, use the close to identify who will do what and when that action will take place. Difficulty: Moderate LO: 10.3: Outline an effective strategy for writing routine replies, routine messages, and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 72) In most companies, news releases are A) written by interns or marketing trainees. B) tools for communicating directly with consumers. C) considered social media releases that can be shared on microblogs. D) prepared or supervised by specially trained writers in the public relations department. E) printed for use in newspapers. Answer: D Explanation: D) In most companies, specially trained writers in the public relations department either prepare or supervise those who prepare news releases. Difficulty: Difficult LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 73) When should the direct approach be used if responding to a request for information or action? A) When you want to include resale information B) When you need to deny a request C) When follow-up will be needed D) When you want the reader to feel favorably about doing business with you E) When the expected answer is yes, or otherwise straightforward Answer: E Explanation: E) If the response is a simple yes or some other straightforward information, the direct approach is appropriate. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

74) Which of the following should be one of your goals when responding to a customer complaint? A) Explain how you plan to resolve the situation B) Use a colleague's name to indicate exactly who was at fault C) Include an exaggerated, clear apology D) Tell the customer what they did wrong and how to avoid the problem in the future E) Make any type of promise that will make the customer happy Answer: A Explanation: A) In general, explain precisely how you have resolved, or plan to resolve, the situation. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 75) Which of the following should be one of your goals when responding to a customer complaint? A) Tell the customer what they did wrong and how to avoid the problem in the future B) Follow up to make sure your response was correct C) Use a colleague's name to indicate exactly who was at fault D) Cite the company's policy for complaints E) Sympathize with the customer for the poor service Answer: B Explanation: B) In general, you should follow up with the customer and verify that your response was a correct response. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

76) How is writing a traditional press release different than other positive messages? A) You are writing to a specific audience. B) You are writing to the ultimate audience. C) You are writing to a larger audience. D) The details are first, then the good news. E) You are trying to spark the interest of an intermediary. Answer: E Explanation: E) Traditional news releases have a critical difference: You're not writing directly to the ultimate audience (such as the readers of a blog or newspaper); you're trying to spark the interest of an editor, reporter, blogger, or other intermediary in the hope that person will write a piece that carries your message to a larger audience. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 77) When you're writing a message of appreciation, A) keep it brief and superficial. B) avoid drawing attention to specific circumstances. C) mention specific information and names. D) give yourself a "pat on the back" for taking the time to recognize a job well done. E) keep the message vague and general. Answer: C Explanation: C) A message of appreciation may also become an important part of someone's personnel file or business-building portfolio, and specific information is particularly helpful in this regard because it provides proof of performance. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 78) When you're responding to a complaint from a customer, A) deflect the blame up the supply chain. B) maintain a professional demeanor. C) counter the complaint with logical arguments. D) imply that the customer is at fault. E) ensure the problem will not happen again. Answer: B Explanation: B) Maintain a sincere, professional demeanor when responding to a complaint. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 29 Copyright © 2021 Pearson Education, Inc.

79) When answering requests and a potential sale is involved, one important goal is to A) leave your audience with a good impression of you and your firm. B) provide negative information about any possible competitors. C) use hard sell techniques to pressure the reader into making the purchase. D) explain the flaws in competitors' products. E) include a deadline to encourage more frequent sales. Answer: A Explanation: A) Even when a sale is not imminent, one of your goals is always to leave your audience with a favorable view of you and your company. If the interaction that your reader has is a positive one, he or she will feel better about you and your company and will be more likely to do business with you in the future. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 80) When responding to a customer's complaint about one of your company's services, you should A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." B) use a generous, grudging tone. C) guarantee it will never happen again. D) avoid blaming anyone in your organization by name. E) identify who is specifically to blame. Answer: D Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. Instead, simply acknowledge the complaint and show sympathy without placing blame. Then clearly demonstrate you are taking constructive steps to get the issue resolved. Difficulty: Difficult LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

81) If you're responding to a claim and your company is at fault, it is best to A) avoid sympathizing with the customer, since it can lead to lawsuits. B) do all you can to discourage further correspondence. C) take (or assign) personal responsibility for setting matters straight. D) be vague about when the claim may be resolved. E) apologize for personally creating the problem. Answer: C Explanation: C) Take or assign personal responsibility for resolving the situation. You want to convey the idea that as a representative of the company you are responsible for doing whatever it takes to make the situation right. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 82) If you plan to grant a claim made by a customer who's clearly at fault, A) pinpoint the customer's shortcomings to discourage future mistakes. B) discourage future mistakes without insulting the customer. C) scold the customer to discourage future mistakes. D) post the situation on social media to discourage future mistakes. E) specifically identify exactly what the customer did wrong. Answer: B Explanation: B) When you're granting a claim and the customer is at fault, use the body of the message to discourage future mistakes without insulting the customer. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 83) Direct-to-consumer news releases are A) specialized documents used to share relevant information with the news media. B) compliance documents written for governmental regulatory agencies. C) financial statements intended for the use of top corporate managers. D) general purpose tools for communicating directly with customers and other audiences. E) any new release posted on social media. Answer: D Explanation: D) A direct-to-consumer news release is a general-purpose tool for communicating directly with customers and other audiences. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

84) When responding to a request for adjustment when a third party is at fault, the best approach is to A) refuse the claim and suggest that the customer sue the third party. B) refuse the claim but forward the paperwork to the third party. C) avoid placing blame on the sender and focus on the solution. D) advise the customer never to do business with that third party again. E) ignore the claim. Answer: C Explanation: C) Blame is secondary in this situation; the best approach is to focus on resolving the problem. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 85) If you decide to write a letter of recommendation about a job candidate, your goal should be to A) remain neutral about the candidate's suitability for the job. B) boost the job candidate's sense of self-worth and well-being. C) explain why you're qualified to assess the candidate. D) convince readers the candidate has the characteristics necessary for the job or assignment. E) identify strengths without mentioning weaknesses. Answer: D Explanation: D) If you decide to write a letter of recommendation about a job candidate, your goal is to convince the employer that the person you're recommending has the characteristics necessary for the job. Difficulty: Difficult LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

86) If you have serious concerns about the qualifications of a job candidate who has asked you for a written recommendation, you should A) avoid mentioning them in the letter of reference. B) include allegations of misconduct in the reference letter. C) elect not to write the recommendation. D) express your concerns via social media. E) show the reference letter to the candidate first. Answer: C Explanation: C) Any refusal to write the letter should be done politely and as kindly as possible. Unless your relationship with the person warrants an explanation, simply suggest that someone else might be in a better position to provide a recommendation. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 87) Excluding important negative information about a candidate in a recommendation letter A) is expected—otherwise no one would be able to get a good job. B) has led some employers to sue after hiring the candidate and discovering problems. C) is the only way to prevent the candidate from suing you. D) is okay, as long as you explain to the candidate that you are doing it. E) is rarely done because most employers are honest. Answer: B Explanation: B) Failing to warn future employers about criminal or unethical behavior on the part of a candidate can result in legal problems. For example, if you fail to reveal that a candidate was guilty of sexual harassment while he worked for you, the person's employer may take action against you for being less than forthcoming. Difficulty: Difficult LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

88) If you are sending a message to employees about routine information such as a project update, you should A) assume that employees will have a neutral response. B) use the indirect approach. C) use the body of the message to provide all the necessary details. D) refer employees to a website with detailed information. E) provide details in the close of the message. Answer: C Explanation: C) The body of the message should include all times, dates, data, and specifications that are needed for fully responding or complying with the policy changes. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 89) Condolence messages should A) focus on your own sense of loss. B) avoid referring to the deceased. C) be short, simple, and sincere. D) always be sent via electronic media. E) focus on the future. Answer: C Explanation: C) Condolences are the most personal business messages you may ever have to write, so they require the utmost in care and respect for your reader. Keeping the message simple, short, and sincere will help you achieve the right tone. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

90) Many companies use social media to publish ________ in which they communicate directly with customers and other audiences, rather than going through news media outlets. A) goodwill messages B) virtual press publications C) instructions D) direct-to-consumer news releases E) complaint responses Answer: D Explanation: D) If you write or approve a news release, be sure it takes advantage of social media capabilities, including links to your company's social networking profiles, "tweetables" (Twitter-ready statements that can be shared on Twitter by clicking or tapping a single button), and other sharable content. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 91) Friendly notes with no direct business purpose, such as those conveying congratulations or thanks, are called ________ messages. A) salutary B) recognition C) goodwill D) condolence E) persuasive Answer: C Explanation: C) Goodwill messages are intended to build relationships for the future rather than focus on some specific current transaction or business opportunity. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

92) Messages of ________ recognize the contributions of employees or business associates. A) salutation B) recognizance C) coalition D) appreciation E) goodwill Answer: D Explanation: D) One of the best things you can do for a person you have done business with is to write a letter of appreciation, describing how the person helped you. Appreciation letters can represent strong references for any person being evaluated. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 93) Which of the following will help to create clear and effective instructions on any topic? A) Assume readers have a fundamental knowledge of the process B) Tell the reader what to expect at the very beginning C) Provide an overview of the procedure without adding specific details D) Use technical terms whenever possible E) Use one discrete step for each specific task Answer: E Explanation: E) Divide the procedure into discrete steps, with each step focusing on a single task. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 94) Which of the following will help to ensure instructions are well written and easy for the audience to follow? A) Write short and direct sentences, keeping instructions to a one page maximum B) Test the instructions on someone from the target audience C) Avoid the assumption that the audience will not have the appropriate level of knowledge D) Test the instructions on a coworker who worked on the project E) Incorporate acronyms and technical terms to clarify specific processes Answer: B Explanation: B) Test the instructions on someone from the target audience. If someone who is not familiar with the process can follow the instructions, they are more likely to be understood by others in the audience. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 36 Copyright © 2021 Pearson Education, Inc.

95) When writing instructions, which of the following should be included when providing an overview of the procedure? A) Discrete steps that focus on a single task B) Information or tools they will need to complete the procedure C) What to expect after each task is complete D) A definition of technical terms E) Pictures of each completed step Answer: B Explanation: B) Provide an overview of the procedure. Explain what users will be doing, and identify any information or tools they will need to complete the procedure. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 96) Almost any routine message can be used as a way to build goodwill. Answer: TRUE Explanation: In addition to creating messages for a specific goodwill reason, you can craft almost any routine message in a way to build goodwill. Two ways to do so are by providing information that your readers might find helpful and by maintaining a positive tone throughout your message. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 97) Recommendation letters have created so many legal problems that many companies no longer allow employees to write them. Answer: TRUE Explanation: Some companies prohibit their employees from writing recommendations. This absolves the companies of the legal problems that can come from recommendations that (A) make unjustified claims about a candidate, or (B) recommendations that fail to disclose criminal or ethical problems of candidates. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages

98) Policy statements or procedural changes are generally neutral, so readers will not react emotionally to them. Answer: FALSE Explanation: Policy statements or procedural changes may be good news for a company. However, some employees may not feel the same way, especially if those statements and changes affect their pay or working conditions. Difficulty: Difficult LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 99) Discuss how to handle a request for a claim or adjustment if your organization is at fault. Answer: No company wants to make mistakes, but these events represent turning points in relationships with customers. If you handle the situation well, your customer is likely to be even more loyal than before because you've proven that you're serious about customer satisfaction. However, if a customer believes that you mishandled a complaint, you'll make the situation even worse. Dissatisfied customers often take their business elsewhere without notice and tell numerous friends, colleagues, and social media followers about the negative experience. A transaction that might be worth only a small amount by itself could cost you many times that in lost business. In other words, every mistake is an opportunity to improve a relationship. Your specific response to a customer complaint depends on your company's policies for resolving such issues and your assessment of whether the company, the customer, or some third party is at fault. In general, take the following steps: Acknowledge receipt of the customer's claim or complaint, sympathize with the customer's inconvenience or frustration, take (or assign) personal responsibility for setting matters straight, explain precisely how you have resolved, or plan to resolve, the situation, take steps to repair the relationship, and follow up to verify that your response was correct. Difficulty: Difficult LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 100) Why is it important to write messages of appreciation? Answer: An important leadership quality is the ability to recognize the contributions of employees, colleagues, suppliers, and other associates. Your praise does more than just make the person feel good; it encourages further excellence. Moreover, a message of appreciation may become an important part of someone's personnel file. So when you write a message of appreciation, try to specifically mention the person or people you want to praise. Hearing a sincere thank you can do wonders for morale. Moreover, in today's digital media environment, a handwritten thank-you note can be a particularly welcome acknowledgment. Difficulty: Moderate LO: 10.4: Describe seven common types of routine replies and positive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing routine and positive messages 38 Copyright © 2021 Pearson Education, Inc.

Business Communication Today, 15e (Bovee/Thill) Chapter 11 Writing Negative Messages 1) Which of the following is one of the five goals of communicating negative information? A) Gain acceptance of the bad news B) Let the audience assume the bad news C) Offer alternatives to the bad news D) Offer the opportunity to discuss the issue further E) Avoid sharing the bad news Answer: A Explanation: A) Depending on the situation, you can have as many as five distinct goals when communicating negative information: (1) to convey the bad news, (2) to gain acceptance of the bad news, (3) to maintain as much goodwill as possible with your audience, (4) to maintain a good image for your organization, and (5) if appropriate, to reduce or eliminate the need for future correspondence on the matter. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 2) Which of the following is one of the five goals of communicating negative information? A) Offer the opportunity to discuss the issue further B) Reduce the need for future correspondence on the matter C) Offer alternatives to the bad news D) Let the audience assume the bad news E) Show the audience their errors Answer: B Explanation: B) Depending on the situation, you can have as many as five distinct goals when communicating negative information: (1) to convey the bad news, (2) to gain acceptance for the bad news, (3) to maintain as much goodwill as possible with your audience, (4) to maintain a good image for your organization, and (5) if appropriate, to reduce or eliminate the need for future correspondence on the matter. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

3) Why is it important to consider the needs of the audience when planning a negative message? A) To avoid responsibility for the message B) To improve future performance on the part of the sender C) To minimize damage to the business relationship D) To gain control of the context of the message E) To avoid adding a personal message to the recipient Answer: C Explanation: C) To minimize further damage to business relationships and to encourage the acceptance of your message, start with a clear purpose and your audience's needs in mind. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 4) During which step of the planning process should you determine the channel and medium for a negative message? A) Writing B) Sending C) Completing D) Evaluating E) Planning Answer: E Explanation: E) Negative messages can be intensely personal to the recipient and selecting the right medium and channel is an important step in the planning process. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 5) When using the direct approach for a negative message, which of the following should open the message? A) Reasons for the situation B) The bad news C) Reasons for the decision D) A positive statement of good will E) A statement of your desire to maintain a good relationship Answer: B Explanation: B) A negative message using the direct approach opens with the bad news, proceeds to the reasons for the situation or the decision, and ends with a positive statement aimed at maintaining a good relationship with the audience. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 2 Copyright © 2021 Pearson Education, Inc.

6) Which approach to bad news should be taken if you want to get the reader's attention immediately? A) Indirect B) Persuasive C) Leading D) Direct E) Sensationalist Answer: D Explanation: D) If the situation is an emergency, or if someone has ignored repeated messages, the direct approach can help you get attention quickly. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 7) Which approach to bad news should be taken if the news is particularly important or consequential to the reader? A) Indirect B) Persuasive C) Leading D) Direct E) Routine Answer: A Explanation: A) If the reader has an emotional investment in the situation or the consequences to the reader are considerable, the indirect approach is often better, particularly if the bad news is unexpected. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

8) Which of the following will help to take some of the sting out of bad news, helping your reader accept the decision? A) Avoiding positive words and replacing with negative ones B) Using an accusing tone C) Telling the reader how to avoid the issue in the future D) Explaining your qualifications E) Writing clearly and with sensitivity Answer: E Explanation: E) By writing clearly and sensitively, you can take some of the sting out of bad news and help your reader accept the decision and move on. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 9) Which of the following sends a nonverbal message that your audience might construe as carelessness or incompetence? A) A message that begins with your qualifications B) A message that avoids an accusatory tone C) A message that is delivered quickly D) A message that is concise E) A message with flaws or small errors Answer: E Explanation: E) Even small flaws in a message are likely to be magnified in readers' minds as they react to the negative news because these errors can create the impression that you are careless or incompetent. Revise your content to make sure everything is clear, complete, and concise. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

10) When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message. A) analyze the situation and the message you have to deliver B) be direct at all times C) emphasize your needs and concerns D) quote the policies and regulations of your company E) offer an opportunity to discuss the issue in person Answer: A Explanation: A) Analyze the situation carefully to better understand the context in which the recipient will process your message. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 11) Use ________ if you must deliver bad news that will shock or surprise your audience. A) an indirect approach B) a positive alternative C) the direct approach D) a persuasive message E) expressions of sympathy Answer: A Explanation: A) If the bad news might come as a shock to readers, use the indirect approach to help them prepare for it. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 12) How can you help an audience understand that you have the authority to make a decision that results in bad news? A) Use a direct style of communication B) Clarify your qualifications C) End your message with a neutral buffer D) Indicate your relationship to someone with credibility E) Explain how the message can help to build a personal relationship Answer: B Explanation: B) If your credibility hasn't already been established with an audience, clarify your qualifications so recipients won't question your authority or ability. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 5 Copyright © 2021 Pearson Education, Inc.

13) One of the primary goals of a negative message is to A) sell products and services to unwilling customers. B) empathize with fellow employees. C) rally support for unpopular causes. D) maintain the goodwill of the audience. E) offer alternative ways of achieving the desired outcome. Answer: D Explanation: D) Gaining acceptance for the bad news is one of five goals to seek in delivering a negative message. The message should also focus on conveying the news, maintaining goodwill, maintaining your company's reputation, and in some cases, limiting further correspondence on the matter. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 14) When using the indirect approach for negative news, which of the following should be used to open the message? A) Reasons B) Statement of goodwill C) Bad news D) Qualifications E) Buffer Answer: E Explanation: E) The indirect approach opens with a buffer, and then builds up the reasons behind the bad news before presenting the bad news itself. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

15) When composing negative messages, use language that A) conveys respect. B) has an accusing tone. C) is demanding. D) pinpoints the reader's shortcomings. E) is vague and open to interpretation. Answer: D Explanation: D) When you use language that conveys respect and avoids an accusing tone, you protect your audience's pride. This kind of communication etiquette is always important, but it demands special care with negative messages. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 16) If you have to compose a negative message, keep in mind that your audience will be indifferent to what you have to say. Answer: FALSE Explanation: When you need to convey negative news, you cannot avoid the fact that your audience does not want to hear what you have to say. Difficulty: Easy LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 17) Withholding or delaying bad news can be unethical, or even illegal. Answer: TRUE Explanation: Be sure to deliver messages promptly; withholding or delaying bad news can be unethical, even illegal. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

18) To avoid awkward situations, it is best to deliver bad news to employees in writing whenever possible. Answer: FALSE Explanation: If you're delivering bad news to employees, for instance, sharing it in person shows respect for them and gives them an opportunity to ask questions. Handling the situation live and in person can be uncomfortable, to be sure, but doing so is often the best way to clear the air and prevent the spread of rumors. In-person conversation isn't always possible, however, and many negative messages will need to be delivered via print or digital channels. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 19) Discuss questions that should be thought through when planning the format of a message with negative news or information. Answer: To help decide which approach to take in a particular situation, ask yourself the following questions: • Do you need to get the reader's attention immediately? If the situation is an emergency or if someone has ignored repeated messages, the direct approach can help you get attention quickly. • Does the recipient prefer a direct style of communication? Some recipients prefer the direct approach no matter what, so if you know this, go with direct. • How important is this news to the reader? For minor or routine scenarios, the direct approach is nearly always best. However, if the reader has an emotional investment in the situation or the consequences to the reader are considerable, the indirect approach is often better, particularly if the bad news is unexpected. • Will the bad news come as a shock? The direct approach is fine for many business situations in which people understand the possibility of receiving bad news. However, if the bad news might come as a shock to readers, use the indirect approach to help them prepare for it. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 20) What are your five main goals when delivering bad news? Answer: In any negative message, your main goals are to (1) convey the bad news, (2) gain acceptance for it, (3) maintain as much goodwill as possible, (4) maintain a good image for your organization, and (5) reduce or eliminate the need for future correspondence on the matter. Difficulty: Moderate LO: 11.1: Apply the three-step writing process to negative messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

21) Which of the following is an advantage to stating the bad news at the beginning of the message? A) The audience will recover from their shock quickly. B) The message can be shorter. C) The main idea will not be identified until the middle paragraph. D) The focus of the message will be on personal factors. E) You will not need to explain to the reader why you are writing. Answer: B Explanation: B) Stating the bad news at the beginning can have two advantages: It makes a shorter message possible, and it allows the audience to reach the main idea of the message in less time. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 22) Which of the following should be placed immediately after a direct opening? A) Positive alternatives to the news B) A list of those affected by the news C) An apology D) Reasons for future decisions E) An explanation of how the negative situation came to be Answer: E Explanation: E) In most cases, follow the direct opening with an explanation of how the negative situation came to be or whatever information your readers need in order to grasp and accept the main idea. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

23) Why should an apology be delivered quickly when an apology is included in a negative message? A) To help close the discussion B) To encourage further communication C) To make the message more meaningful to affected parties D) To avoid reasons and detail in the message E) To prevent comments from being posted on social media Answer: C Explanation: C) A fast response makes the message more meaningful to the affected parties, and it helps the company maintain some control over the story, rather than reacting to social media outrage. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 24) When using the direct approach for a bad news message, which of the following should be included at the close of the message? A) A positive statement that suggests your credibility and authority for decision making B) Suggestions on how to prevent the situation from occurring again C) Reasons for the situation or decision D) A statement assuring the audience will not happen again E) A positive statement to maintain a good relationship with the audience Answer: E Explanation: E) A negative message using the direct approach opens with the bad news, proceeds to the reasons for the situation or decision, and ends with a positive statement aimed at maintaining a good relationship with the audience. Depending on the circumstances, the message may also offer alternatives or a plan of action to fix the situation under discussion. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

25) When closing a negative message on a respectful note, which types of statements should be avoided? A) Those that create false hopes B) Those that use positive language C) Those that include alternative solutions D) Those that offer an apology when you have done nothing wrong E) Those that indicate how the organization plans to avoid the error in the future Answer: A Explanation: A) Look for opportunities to include positive statements, but avoid creating false hopes or writing in a way that seems to suggest that something negative didn't happen to the recipient. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 26) If you're using the direct approach to deliver a negative message, A) save the bad news for last. B) state the bad news at the beginning. C) embed the bad news in a parenthetical expression. D) subordinate the bad news in a compound sentence. E) avoid mentioning the bad news directly. Answer: B Explanation: B) With the direct approach, open the message with the bad news. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 27) Why is it important to offer a sincere and effective apology when the situation calls for one? A) Judges and courts are less forgiving of the company's mistake. B) The company's reputation can be repaired, and even improved. C) Media will be less interested in posting the story online. D) The need for a press conference can be avoided. E) The receiver will assume the apology is an expression of blame. Answer: B Explanation: B) A sincere, effective apology can help repair—and even improve—a company's reputation. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

28) If you choose to apologize in a negative message, you should A) phrase the apology in a conditional manner ("If I have offended anyone ..."). B) imply that not all of the blame lies with you or your company. C) be sincere and make it a true apology. D) always demonstrate sincerity, but never accept blame. E) explain what the reader should do to avoid similar issues in the future. Answer: C Explanation: C) Apologies in business can be fraught with difficulties. Before apologizing, make sure that you are not jeopardizing your company or yourself in some way. Any apology you do end up making should be sincere and honest, even if it is limited in scope. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 29) Which of the following should be done to create a message that is respectful to the audience? A) Create some hope for future opportunities B) Explain why the news seems negative but can be helpful in the long term C) Include a statement of confidentiality D) Understand the impact the news is likely to have on the recipient E) Avoid offering alternative solutions Answer: D Explanation: D) After you've explained the negative news, close the message in a manner that respects the impact the news is likely to have on the recipient. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 30) Use the direct approach for negative messages if the message will have a relatively minor impact on the audience. Answer: TRUE Explanation: When the situation is fairly simple and the bad news won't come as a shock, a direct approach is preferred for delivering negative news. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

31) An advantage of the direct approach for communicating bad news is that it keeps the message short. Answer: TRUE Explanation: The direct approach delivers the negative news up front, thereby keeping discussion and questions to a minimum. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 32) Briefly describe the elements of a negative message that uses the direct approach. Answer: The opening should start with a clear statement of the bad news. The body should give the reasons for the bad news, and the closing should end with a positive statement aimed at maintaining a good relationship with the audience. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 33) What are the two benefits of stating the bad news at the beginning of a negative message? Answer: Stating the bad news at the beginning makes a shorter message possible and requires less time for the audience to reach the main idea of the message. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 34) Discuss the four key decision involved when creating an effective apology. Answer: First, the apology should be delivered by someone whose position in the organization corresponds with the gravity of the situation. Second, the apology needs to be real. Saying "I'm sorry if anyone was offended" isn't an apology at all. The conditional if implies that you're not sorry at all and that it's the other party's fault for being offended. Third, apologies need to be delivered quickly. A fast response makes the message more meaningful to the affected parties, and it helps the company maintain some control over the story, rather than reacting to social media outrage. Fourth, media and channel choices are crucial. The right choice can range from a private conversation to a written message posted online to a public press conference, depending on the situation. Difficulty: Moderate LO: 11.2: Explain how to use the direct approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

35) Which of the following is an advantage to using an indirect approach for negative messages? A) The bad news will be obvious. B) The reader is more prepared for the bad news. C) The writer can limit their responsibility for the bad news. D) The bad news will be delayed, and therefore minimized. E) The reader is likely to overlook the bad news. Answer: B Explanation: B) The indirect approach helps prepare readers for the bad news by presenting the reasons for it first. However, the indirect approach is not meant to obscure bad news, delay it, or limit your responsibility. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 36) Which of the following is one of the purposes of using the indirect approach for negative messages? A) To obscure news B) To make the news obvious C) To help the readers accept the bad news D) To limit responsibility for the news E) To signal the seriousness of the news Answer: C Explanation: C) The indirect approach is not meant to obscure bad news, delay it, or limit your responsibility. Rather, the purpose of this approach is to ease the blow and help readers accept the situation. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 37) Which of the following is used to begin a message when using the indirect approach? A) Summary B) Bad news C) Conclusion D) Buffer E) Reasons Answer: D Explanation: D) Messages using the indirect approach open with a buffer: a neutral statement that establishes common ground with the reader without revealing the main idea. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 14 Copyright © 2021 Pearson Education, Inc.

38) A poorly written buffer can A) add emphasis to the reader's concerns. B) draw attention to the problem. C) mislead the reader into thinking your message is good news. D) place blame on the reader. E) highlight the potential for additional bad news. Answer: C Explanation: C) A poorly written buffer can trivialize the reader's concerns, divert attention from the problem, or mislead the reader. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 39) Which of the following is an indication that the explanation section of a bad news message is well written? A) The reader has reached a conclusion before you provide the actual bad news. B) The message provides all available detail. C) The reader has time to reconsider their position on the issue. D) The message implies that company policy played a key role in the decision. E) The message will have a natural transition to a neutral buffer. Answer: A Explanation: A) An ideal explanation section leads readers to the conclusion before you come right out and say it. The reader has followed your line of reasoning and is ready for the answer. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 40) Which of the following is one of the goals of a well-written buffer? A) To be relevant and sincere B) To trivialize the reader's concerns C) To divert attention from the problem D) To offer flattery or additional material E) To have the reader think the message contains good news Answer: A Explanation: A) A good buffer can express your appreciation for being considered (if you're responding to a request), assure the reader of your attention to the request, or indicate your understanding of the reader's needs. A good buffer also needs to be relevant and sincere. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 15 Copyright © 2021 Pearson Education, Inc.

41) In which section of an indirect message should you provide reasons that will lead the audience to the negative news? A) Buffer B) Opening section C) After the bad news D) The explanation E) Close Answer: D Explanation: D) An effective buffer serves as an opening to your message. The next things to include are the explanations and information that will culminate in your negative news. An ideal explanation section leads readers to your conclusion before you come right out and say it. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 42) Which one of the following would be the most effective way to open an indirect message that delivers bad news to someone who applied for a summer internship? A) Please accept my apology for having to deliver bad news. B) We have rejected your application for the summer internship. C) Your résumé clearly shows why you're interested in a summer internship. D) We are unable to consider your résumé and application letter at this time. E) All of our summer internship positions have been filled at this time. Answer: C Explanation: C) A buffer based on agreement finds a point on which you and the reader share similar views. Rather than simply stating the negative news, use this approach to allow the applicant to take something positive away from the experience. Difficulty: Difficult LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

43) Which of the following should be avoided when closing a negative news message? A) Optimism B) Uncertain conclusions C) Final decisions D) Sincerity E) Available alternatives Answer: B Explanation: B) Avoid an uncertain conclusion. If the situation or decision is final, avoid statements such as "I trust our decision is satisfactory," which imply that the matter is open to discussion or negotiation. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 44) Instead of announcing the bad news up front, you can open with ________ to establish common ground with the reader. A) praise B) a buffer statement C) a diversionary tactic D) good news E) an expression of appreciation Answer: B Explanation: B) The indirect approach to delivering bad news opens with a buffer. A buffer is a neutral, uncontroversial statement that establishes common ground with the recipient. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 45) Which of the following is an advantage to providing reasons for the decision before providing significantly bad news? A) The message will be shorter. B) There will be no need for an apology. C) A clear statement of the bad news can be avoided. D) Company policy can be cited. E) Emotions can be defused. Answer: E Explanation: E) By laying out your reasons first, you help maintain focus on the issues at hand and defuse the emotions that accompany significantly bad news. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 17 Copyright © 2021 Pearson Education, Inc.

46) The buffer of a negative message A) should be neutral and noncontroversial. B) implicitly says no. C) is a form of apology. D) should be very vague about the subject of the message. E) should mention the bad news. Answer: A Explanation: A) A buffer should be neutral and noncontroversial, but also sincere, genuine, and relevant. A poorly written buffer serves no purpose. The recipient views a poorly written buffer as a ploy and feels extra resentment for being "handled." A well-chosen buffer makes the bad news more acceptable. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 47) Which of the following approaches can be effective when providing reasons for the bad news? A) Use a thorough explanation for each point to de-emphasis the bad news B) Avoid detail in your reasons C) Start with the most positive points and move through progressively negative points D) Cushion the bad news by explaining company policy in the buffer E) Trivialize the bad news and concentrate on reasons Answer: C Explanation: C) By laying out your reasons first, you help maintain focus on the issues at hand and defuse the emotions that accompany significantly bad news. An effective approach is to start with positive or neutral points and move through progressively negative points. Provide enough detail for the audience to understand your reasons, but be concise. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

48) One important goal of a buffer is to A) avoid stating the bad news. B) establish common ground with your reader. C) make your reader wonder what the message is about. D) divert the reader's attention to a more pleasant subject. E) offer alternative ways of solving a problem. Answer: B Explanation: B) A well-written buffer establishes common ground with the reader. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 49) In the reasons section of a negative message, you should A) prepare the reader for the negative news. B) state the bad news directly. C) apologize for the negative decision. D) establish common ground with the reader. E) include every reason possible for the negative news. Answer: A Explanation: A) If you do a good job of laying out your reasoning, you will prepare the reader for the main idea, which is the bad news itself. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 50) When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to" A) softens the blow by drawing attention away from the reader and onto the sender. B) will impress the reader as being straightforward and forceful. C) is likely to cause offense in the reader. D) is unavoidable. E) lets the reader know your decision is final. Answer: C Explanation: C) If an implied message might lead to uncertainty, state your decision in direct terms. Just be sure to avoid overly blunt statements that are likely to cause offense. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages

51) A businessperson rarely has to deliver negative news. Answer: FALSE Explanation: Crafting routine negative responses and messages quickly and graciously is an important skill for every businessperson. Difficulty: Easy LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 52) In the close to a negative message, you should repeat the bad news. Answer: FALSE Explanation: In the close, don't repeat the bad news in detail. However, if the decision is final, don't imply that the matter is open for discussion or negotiation. Difficulty: Moderate LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 53) The buffer for a negative message should be positive. Answer: FALSE Explanation: A good buffer is a neutral, non-controversial statement that establishes common ground with the reader. Difficulty: Difficult LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 54) List three techniques for deemphasizing bad news. Answer: Three methods for deemphasizing bad news are (1) minimize the space or time you devote to the bad news, (2) subordinate your bad news in a complex or compound sentence, and (3) embed bad news mid-paragraph or use parenthetical expressions. Difficulty: Difficult LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

55) What four guidelines should you follow in writing effective closings to negative messages? Answer: (1) Avoid a negative or uncertain conclusion—there's no need to refer to, repeat, or apologize for the bad news. (2) Manage future correspondence. Don't encourage additional communication unless you're willing to discuss your decision in more detail. (3) Be optimistic about the future instead of anticipating problems with statements such as, "Should you have any further problems, please let me know." (4) Be sincere, avoiding meaningless clichés. Difficulty: Difficult LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 56) Briefly describe the elements of a negative message that uses the indirect approach. Answer: Begin with a buffer (a neutral statement that sets the stage for the bad news). Follow with the reasons for the bad news, and then state the bad news as diplomatically as possible. Emphasize any good news and de-emphasize the bad. End with a positive, forward-looking statement that is helpful and friendly, and tries to preserve goodwill. Difficulty: Difficult LO: 11.3: Explain how to use the indirect approach effectively when conveying negative news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 57) Which of the following is one reason the considerations of care and sensitivity are especially important when delivering bad news? A) The law requires all communications to be ethical and written with etiquette. B) Strong ethical standards will minimize the impact of the negative news. C) To emphasize the benefits to all stakeholders, not just those receiving the news. D) The news may impact the lives of those receiving it in a significant way. E) The message can minimize anxiety for the reader. Answer: D Explanation: D) Negative messages can have a significant negative impact on the lives of those receiving them. Even if the news is conveyed legally and conscientiously, good ethical practice demands these situations be approached with care and sensitivity. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages

58) Which of the following is the process of reporting unethical or illegal behavior within a company? A) Buffering B) Whistle-blowing C) Defamation D) Goodwill E) Crisis management Answer: B Explanation: B) Employees who observe unethical or illegal behavior within their companies and are unable to resolve the problems through normal channels may have no choice but to resort to whistle-blowing, expressing their concerns internally through company ethics hotlines—or externally through social media or the news media if they perceive no other options. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages 59) When you must deliver bad news in the workplace, remember that A) you should de-emphasize the news at all costs. B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant. C) delaying or distorting the news may be unethical or illegal. D) internal and external audiences will react to the news in the same way. E) bad news in the workplace is routine and should be handled as such. Answer: C Explanation: C) The challenge of sending and receiving negative messages can tempt one to delay, downplay, or distort the bad news. However, doing so may be unethical or illegal. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages

60) Which of the following is a safe and confidential way to share questions and concerns with management? A) Ethics hotline B) News media C) Crisis communication D) Social media E) Whistle-blowing Answer: A Explanation: A) Ethically managed companies give employees and other parties safe and confidential ways to share questions and concerns with management. These channels can range from informal meetings with a supervisor to ethics hotlines that employees can call to report concerns. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages 61) Which of the following must take place when an organization is committed to ethical communication? A) All whistle-blowers must be reassigned as soon as possible. B) The decision to punish those sharing bad news must come only from the CEO. C) Negative information must be shared with all employees immediately. D) Employees must avoid sending negative messages unless absolutely necessary. E) Managers must maintain open communication channels. Answer: E Explanation: E) Managers must commit to maintaining open communication channels, truly listening when employees have negative information to share and not punishing employees who deliver bad news. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages

62) Emotions often run high when negative messages are involved for both the sender and the receiver, which makes high standards of ethics and etiquette important. Answer: TRUE Explanation: All business messages demand attention to ethics and etiquette, of course, but these considerations take on special importance when you are delivering bad news. Senders need to manage their own emotions and consider the emotional state of their audiences. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages 63) Discuss ways in which ethically managed companies can give employees safe and confidential ways to share questions and concerns with management. Answer: Ethically managed companies give employees and other parties safe and confidential ways to share questions and concerns with management. These channels can range from informal meetings with a supervisor to ethics hotlines that employees can call to report concerns. Reporting unethical or illegal behavior is known as whistle-blowing, and smart companies make sure employees have a way to express concerns internally so issues can be brought to management attention and resolved quickly. Otherwise, employees may be forced to take their concerns public through government regulators or the news media. For internal feedback mechanisms to work, however, employees need to know their concerns will be addressed and that they won't suffer retaliation for blowing the whistle. Difficulty: Moderate LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages 64) Discuss why ethics and etiquette are important when writing bad news messages. Answer: All business messages demand attention to ethics and etiquette, of course, but these considerations take on special importance when you are delivering bad news—for several reasons. First, a variety of laws and regulations dictate the content and delivery of many business messages with potentially negative content, such as the release of financial information by a public company. Second, negative messages can have a significant negative impact on the lives of those receiving them. Even if the news is conveyed legally and conscientiously, good ethical practice demands that these situations be approached with care and sensitivity. Third, emotions often run high when negative messages are involved, for both the sender and the receiver. Senders need to manage their own emotions and consider the emotional state of their audiences. Difficulty: Difficult LO: 11.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing negative messages 24 Copyright © 2021 Pearson Education, Inc.

65) When using the indirect approach to make a negative announcement on a routine business matter, what should be established in the buffer? A) Your reasons for the decision B) An announcement of the negative news C) As much positive information as available D) A variety of suggestions and proposals E) An area of mutual ground between you and the reader Answer: E Explanation: E) Open with a buffer that establishes some mutual ground between you and the reader, advance your reasoning, announce the change, and close with as much positive information and sentiment as appropriate under the circumstances. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 66) Which format is usually most effective when rejecting suggestions and solicited proposals? A) Direct B) Persuasive C) Negative D) Indirect E) Positive Answer: D Explanation: D) If you need to reject a proposal you solicited, you owe the sender an explanation, and because the news will be unexpected, the indirect approach is better. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

67) Which of the following is a primary communication challenge when you are unable to comply with a routine request? A) Minimizing time spent on the working relationship B) Turning the request into an unsolicited request C) Fully and carefully explaining all reasons for the decision D) Giving a clear negative response without generating negative feelings E) Offering alternatives Answer: D Explanation: D) When you are unable to meet a request, your primary communication challenge is to give a clear negative response without generating negative feelings or damaging anyone's credibility. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 68) Which of the following is an advantage to using the direct approach when refusing routine requests? A) It offers advice about how the audience can pursue other possibilities. B) High stakes issues become less important. C) The audience can modify their expectations of you. D) It is easier to establish a professional tone for the message. E) The audience gets their answer quickly. Answer: E Explanation: E) The direct approach works best for most routine negative responses. It helps your audience get your answer quickly and move on to other possibilities, and it saves time for you because messages with the direct approach are often easier to write than those with the indirect approach. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

69) Why is using the indirect approach usually better when refusing claims and requests for adjustments? A) It is quicker and easier to write. B) You can include an apology and offer discounts on future transactions. C) The customer can determine your answer immediately. D) The customer is likely to be emotionally involved. E) There will be a stronger indication the issue is closed. Answer: D Explanation: D) Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice when you are denying such a request. Your delicate task is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 70) If the stakes are high for you or your receiver, use a(n) ________ to deliver negative information. A) intuitive approach B) irregular approach C) indirect approach D) direct approach E) persuasive approach Answer: C Explanation: C) The indirect approach works best when the stakes are high for you or for the receiver because it will include the details needed to accept the information. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

71) When writing a negative message about business transactions, A) confirm the customer's expectations. B) explain how you plan to resolve the situation. C) show the audience that whatever has happened, your company is not at fault. D) let the audience know which of your employees caused the problem. E) show the audience other goods or services your organization can provide. Answer: B Explanation: B) In a transaction, the recipient is usually not very interested in the cause of the problem on your end. Instead, the recipient wants to know about how and when you can fix the situation. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 72) To avoid being accused of defamation, you should A) refuse to communicate with unhappy clients. B) make it clear to disgruntled customers that you refuse to be intimidated. C) avoid any kind of abusive language or terms. D) frequently refer to company policy. E) have all clients sign a release from liability. Answer: C Explanation: C) From time to time, you will be involved in situations in which you just want to "tell the other person off." Outrageous things may happen, and people will try your patience, but no matter what you must never give in to temptation and call a person names or speak abusively. That opens both you and your company up to being accused of defamation. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 73) When you deliver bad news about business transactions, such as a delayed order shipment, you should always apologize to the audience. Answer: FALSE Explanation: You should offer an apology only if your company has made a mistake or has been negligent in some way. Otherwise, you should simply explain the situation and focus on how it can be fixed as soon as possible. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 28 Copyright © 2021 Pearson Education, Inc.

74) If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it. Answer: FALSE Explanation: You owe all customers an explanation for why you are rejecting their claim. If the claim is unreasonable, you can simply state your reasons for the rejection and move on. Difficulty: Moderate LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 75) List at least three guidelines that can help you avoid being accused of defamation. Answer: (1) Refrain from using any kind of abusive language; (2) Provide accurate information and stick to the facts; (3) Never let anger or malice motivate your messages; (4) Consult your company's legal advisers whenever you think a message might have legal consequences; (5) Communicate honestly; (6) Emphasize a desire for a good relationship in the future. Difficulty: Difficult LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 76) Explain how to project professionalism when refusing claims or requests for adjustments. Answer: Customers who make a claim or request an adjustment tend to be emotionally involved, so the indirect approach is usually the better choice if you need to deny such a request. Your delicate task as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to tone. Demonstrate that you understand and have considered the complaint carefully, and then rationally explain why you are refusing the request. Close on a respectful and action-oriented note. And be sure to respond quickly. Difficulty: Difficult LO: 11.5: Describe successful strategies for sending negative messages on routine business matters. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

77) Which of the following is considered to be the most important step in preparing to respond to negative information in a social media environment? A) Post the conversation on social media before responding B) Evaluate negative messages for accuracy C) Respond quickly with facts on how the situation occurred D) Offer a reasonable solution to minimize damage to the company E) Engage with stakeholders as part of a long-term strategy Answer: E Explanation: E) The most important step in responding to negative information has to be done before the negative information appears, and that is to engage with communities of stakeholders as a long-term strategy. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 78) Which of the following will help when handling a crisis? A) Identifying favorite media representatives who can help support the company B) Telling the whole story, completely and honestly C) Discussing products and services the company makes that will be used during the crisis D) Identifying and blaming the source of the crisis E) Refusing to answer questions until the crisis is resolved Answer: B Explanation: B) Tell the whole story—openly, completely, and honestly. If you are at fault, apologize. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 79) When you need to inform employees that a benefit or privilege will be eliminated, A) leak the news as a rumor rather than make a public announcement. B) look for positive angles without using false optimism. C) use the direct approach. D) use as many hedging words as possible. E) develop a strong persuasive message that minimizes the change. Answer: B Explanation: B) Look for positive angles, but don't exude false optimism. If eliminating a seldom-used employee benefit means the company can invest more in advertising, by all means promote that positive angle. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 30 Copyright © 2021 Pearson Education, Inc.

80) The challenge of ________ is a direct result of the proliferation of social media and other communication technologies. A) researching and developing new products and services B) communicating up and down a company's supply chain C) attracting and recruiting qualified applicants for employment D) responding to online rumors and attacks on a company's reputation E) being ethical at the workplace Answer: D Explanation: D) Social media and other communication technologies have created a major new challenge: responding to online rumors and attacks on a company's reputation. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 81) A crisis management plan should A) define operational procedures and outline communication tasks and responsibilities. B) make provisions for concealing operational issues from the news media. C) avoid limitations on who is authorized to speak on behalf of the company. D) never include contact information for key executives and personnel. E) be developed immediately after a crisis has occurred. Answer: A Explanation: A) A crisis management plan specifies company spokespersons, gives contact information for all key employees, and lists news outlets/social media to disseminate information. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 82) When a crisis occurs, corporate communicators should A) deflect blame to third parties. B) reserve all comments for their favorite media outlets. C) get top management involved immediately. D) go into lockdown mode when asked questions. E) use only prepared statements and avoid questions from the media. Answer: C Explanation: C) When a crisis hits, get top management involved immediately. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 31 Copyright © 2021 Pearson Education, Inc.

83) A(n) ________ defines operational procedures, outlines communication tasks, and sets responsibilities during a crisis. A) disaster worksheet B) crisis management plan C) emergency succession plan D) business vulnerability assessment E) leadership plan Answer: B Explanation: B) A crisis management plan defines operational procedures for dealing with a crisis and outlines tasks and responsibilities for corporate communication. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 84) Which of the following should be included in a crisis management plan? A) A list of all employees B) An evaluation plan to disseminate information C) A list of who is authorized to speak for the company D) A file on those who seek to create conflict in the organization E) Mutually identifiable relationships with stakeholders Answer: C Explanation: C) The plan should clearly specify which people are authorized to speak for the company, provide contact information for all key executives, and include a list of the news outlets and social media tools that will be used to disseminate information. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 85) Which of the following is key to successfully managing communication efforts during a crisis? A) Use of whistle-blowers to share the news B) An active social media site C) Evaluating the depth of the crisis before commenting D) Time to evaluate the negative message E) Monitoring the conversation Answer: B Explanation: B) The key to successful communication efforts during a crisis is having a crisis management plan. Having a plan will help avoid costly mistakes. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 32 Copyright © 2021 Pearson Education, Inc.

86) Which of the following should be done when determining the appropriate response to a negative message posted on social media? A) Correct the information regardless of the source B) Assess the negative message before responding C) Respond to every negative comment D) Take legal action against critics E) Hold an online conversation with the critic Answer: B Explanation: B) After you have assessed a negative message, make the appropriate response based on an overall public relations plan. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 87) Which of the following will help a company establish a mutually beneficial relationship with interested parties in a social media environment? A) Contact critics privately B) Respond to all online comments C) Evaluate negative messages D) Delete negative conversations E) Engage early and often Answer: E Explanation: E) Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 88) The key to successful communication during a crisis is to have a crisis management plan already in place. Answer: TRUE Explanation: The key to successful communication efforts during a crisis is having a crisis management plan. The plan should clearly specify which people are authorized to speak for the company, provide contact information for all key executives, and include a list of the news outlets and social media tools that will be used to disseminate information. Difficulty: Moderate LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 33 Copyright © 2021 Pearson Education, Inc.

89) Provide at least five guidelines to observe before making negative organizational announcements. Answer: (1) Match your approach to the situation—if the news is relatively minor, the direct approach may be best. If it will come as a shock, use the indirect approach. (2) Consider the unique needs of each group—not everyone needs the same information. (3) Give each audience enough time to react as needed. If a plant is closing, for example, employees may need months to find new jobs. (4) Give yourself enough time to plan and manage a response. Complaints and questions are likely to follow your announcement. (5) Look for positive angles but don't exude false optimism. (6) Minimize the element of surprise whenever possible. (7) Seek expert advice if you're not sure how to handle all aspects of the announcement. Difficulty: Difficult LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 90) Discuss the advantages to engaging early and often when considering responding to negative messages. Answer: The most important step in responding to negative information has to be done before the negative information appears, and that is to engage with communities of stakeholders as a long-term strategy. Companies that have active, mutually beneficial relationships with customers and other interested parties are less likely to be attacked unfairly online and more likely to survive such attacks if they do occur. In contrast, companies that ignore constituents or jump into "spin doctoring" mode when a negative situation occurs don't have the same credibility as companies that have done the long, hard work of fostering relationships within their physical and online communities. Difficulty: Difficult LO: 11.6: List the important points to consider when conveying negative organizational news. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

91) In which way do performance reviews help an employee develop a personal plan to ensure continued performance? A) By comparing performance to others B) By clarifying job requirements C) By eliminating the need for advanced training D) To avoid disputes about pay and promotions E) To identify areas of greatest interest to the employee Answer: B Explanation: B) Performance reviews are designed to clarify job requirements, give employees feedback on their performance relative to those requirements, and establish a personal plan of action to ensure continued performance in the future. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 92) When rejecting a job applicant, you can soften the blow by A) expressing appreciation for his or her application. B) mentioning the qualifications the applicant was missing. C) praising competitive applicants. D) apologizing for wasting the person's time. E) promising to consider them for future position. Answer: A Explanation: A) Open with a courteous expression of appreciation for having been considered. In a sense, this opening is like the buffer in an indirect message because it gives you an opportunity to begin the conversation without immediately and bluntly telling the reader that his or her application has been rejected. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

93) How can an organization use the performance appraisal process to protect the company from claims of discriminatory practices? A) By focusing on areas of improvement B) By requiring all appraisals be written in a subjective voice C) By requiring all appraisals be given using an indirect format D) By evaluating all employees consistently and fairly E) By giving key employees a review at least once per year Answer: D Explanation: D) Evaluate all employees consistently. Consistency is not only fair but also helps protect the company from claims of discriminatory practices. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 94) A letter rejecting a job applicant should A) avoid explaining why he or she was not selected. B) point out the applicant's shortcomings. C) be as personal as possible. D) be as long as possible. E) offer advise on how to improve their interview skills. Answer: A Explanation: A) Explaining the rejection opens the door to legal problems. If the rejection reason you offer can't be proved legally, the rejected person can claim some sort of discrimination was actually the true cause of the rejection. Because of these kinds of complications, many companies advocate the "no explanations" approach. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

95) If you must give an employee a negative performance review, A) avoid topics that you don't think the employee will work to correct. B) support your claims with careful documentation. C) limit your discussion to the areas where the employee needs improvement. D) avoid suggestions for improvement. E) ask the employee how they plan to correct the problems. Answer: B Explanation: B) To avoid basing your evaluation on vague impressions and "gut feelings," be sure to compile objective performance evidence throughout the period leading up to the evaluation. From the employee's perspective, if you don't have detailed evidence, a negative review can come across as a personal attack. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 96) When writing an employment termination letter, you should A) include words that are open to interpretation, such as "difficult" and "untidy." B) clearly and objectively present the reasons for the action. C) not get too caught up in trying to preserve a good relationship with the employee. D) make clear to the employee that you have carefully researched relevant employment laws. E) offer to meet and discuss the issue so there is no confusion on the employee's part. Answer: B Explanation: B) Whatever the reasons for the decision, present them clearly and objectively, using calm language. For performance-related terminations, provide the company's evidence for making the decision. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

97) Why should an applicant rejection letter avoid implying that the application will be reviewed at a later date? A) To avoid legal complaints B) To minimize hope in the applicant C) To limit the applicant pool for future positions D) To make the letter as short and direct as possible E) To maintain a polite and passive tone Answer: A Explanation: A) Saying that "we will keep your résumé on file for future consideration" can create false hopes for the recipient and leave the company vulnerable to legal complaints if a future hiring decision is made without actually reviewing this candidate's application again. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 98) When giving an employee a negative performance appraisal, focus on A) negative behaviors. B) personal needs of the employee. C) written assessment forms. D) issues that are easiest to fix. E) opportunities for improvement. Answer: E Explanation: E) Focus on opportunities for improvement. This information can serve as the foundation for an improvement plan for the coming year. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages 99) Since termination letters are highly controversial, you should never deliver them in person. Answer: FALSE Explanation: To show respect and consideration, a termination letter should be delivered in person. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing negative messages

100) Define and discuss the purpose of performance reviews. Answer: Performance reviews clarify job requirements, give employees feedback on their performance relative to those requirements, and establish a personal plan of action to ensure continued performance in the future. Performance reviews also help companies set organizational standards and communicate organizational values. In addition, they document evidence of performance in the event that disciplinary action is needed or an employee later disputes management decisions regarding pay or promotions. Difficulty: Moderate LO: 11.7: Describe successful strategies for sending negative employment-related messages. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Discuss the challenges and importance of business communications

Business Communication Today, 15e (Bovee/Thill) Chapter 12 Writing Persuasive Messages 1) Which of the following is an attempt to change an audience's attitudes, beliefs, or actions? A) Persuasion B) Planning C) Analysis D) Motivation E) Psychographics Answer: A Explanation: A) Persuasion is the attempt to change an audience's attitudes, beliefs, or actions. Because persuasive messages ask audiences to give something of value (money in exchange for a product, for example) or take substantial action (such as changing a corporate policy). Persuasive messages are more challenging to write than routine messages. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 2) Which of the following is a measure of personality, attitude, and other lifestyle characteristics used to categorize audience needs? A) Aesthetic appreciation B) Demographics C) Behavior D) Motivation E) Psychographics Answer: E Explanation: E) To understand and categorize audience needs, you can refer to specific information, such as demographics (the age, gender, occupation, income, education, and other quantifiable characteristics of the people you're trying to persuade) and psychographics (personality, attitudes, lifestyle, and other psychological characteristics). Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

3) Which of the following should be incorporated into a persuasive message to make it as effective as possible? A) Demographics B) Data C) Things which are important to the audience D) Issues of safety and security E) An authentic expression of appreciation Answer: C Explanation: C) In every persuasive message, you're asking for something that is important to you, but keep in mind that the most effective persuasive messages are closely connected to the things that are important to your audience. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 4) Which of the following are quantifiable characteristics about audience members? A) Psychographics B) Affiliation C) Self-actualization D) Demographics E) Physiological requirements Answer: D Explanation: D) To understand and categorize audience needs, you can refer to specific information, such as demographics; the age, gender, occupation, income, education, and other quantifiable characteristics of the people you're trying to persuade. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

5) Which of the following is an example of demographic data you can gather about your audience? A) Personality B) Attitude C) Lifestyle D) Cultural expectations E) Education Answer: E Explanation: E) To understand and categorize audience needs, you can refer to specific information, such as demographics; the age, gender, occupation, income, education, and other quantifiable characteristics of the people you're trying to persuade. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 6) Which of the following is an example of psychographic information that can be determined about an audience? A) Age B) Attitude C) Income D) Occupation E) Education Answer: B Explanation: B) Psychographics include psychological characteristics such as personality, attitudes, and lifestyle. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

7) Which of the following is a measure of the combination of forces that drive people to satisfy their needs? A) Demographics B) Psychographics C) Motivation D) Appeal E) Self-actualization Answer: C Explanation: C) If you aim to change someone's attitudes, beliefs, or actions, it is vital to understand his or her motivation—the combination of forces that drive people to satisfy their needs. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 8) To be most effective, a persuasive message should align with A) the recipient's basic physiological requirements. B) the recipient's need to be educated. C) the recipient's cultural norms. D) the recipient's existing motivational forces. E) the recipient's level of resistance. Answer: D Explanation: D) The more closely a persuasive message aligns with a recipient's existing motivation, the more effective the message is likely to be. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

9) Which of the following can help to persuade a skeptical or hostile audience? A) Use claims that are emotionally based B) Make promises based on the needs of the audience C) Incorporate logic, evidence, and compelling narratives D) Use high pressure and "hard sell" tactics E) Identify which of the audience's beliefs or attitudes are incorrect Answer: C Explanation: C) If you are trying to persuade a skeptical or hostile audience, you must convince them you know what you're talking about and that you're not trying to mislead them. Persuade with logic, evidence, and compelling narratives, rather than trying to coerce with high-pressure, "hard sell" tactics. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 10) Which of the following can be used as a way to establish common ground with an audience? A) Simple language to avoid suspicions B) Shared beliefs, attitudes, and experiences C) Provocative questions D) Information sources E) Logic Answer: B Explanation: B) Establish common ground by emphasizing beliefs, attitudes, and experiences you have in common with the audience. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

11) Which of the following needs should be addressed when advertising to people who have a need to show others that they are successful? A) The need for security B) The need for achievement C) The need for safety D) The need for control E) The need for aesthetic appreciation Answer: B Explanation: B) This need can involve both knowing (when people experience a feeling of accomplishment) and showing (when people are able to show others that they've achieved success); advertising for luxury consumer products frequently appeals to this need. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 12) As a human need that affects motivation, self-actualization involves the need to A) cultivate lifelong involvement. B) feel a sense of accomplishment. C) reach one's full potential as a human being. D) control situations or exert authority over others. E) avoid problems wherever possible. Answer: C Explanation: C) Psychologists Kurt Goldstein and Abraham Maslow popularized selfactualization as the desire to make the most of one's potential, and Maslow identified it as one of the higher-level needs in his classic hierarchy; even if people met most or all their other needs, they would still feel the need to self-actualize. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

13) During which step of the three-step writing process should you determine how the distribution method fits the audience's expectations and preferences? A) When completing the message B) When organizing the information C) When determining appropriate media D) When gathering information E) When planning the message Answer: A Explanation: A) Meticulous proofreading will help you identify any mechanical or spelling errors that would weaken your persuasive potential. Finally, make sure your distribution methods fit your audience's expectations and preferences. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 14) What type of message is designed to convince business audiences to purchase products and services? A) Actualization messages B) Psychographic messages C) Persuasive business messages D) Continuous operations messages E) Marketing and sales messages Answer: E Explanation: E) Persuasive messages can be divided into persuasive business messages (those that try to convince audiences to approve new projects, enter into business partnerships, and so on) and marketing and sales messages (those that try to convince audiences to consider and then purchase products and services). Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

15) Which of the following should be evaluated when reviewing the content of a persuasive message? A) The incorporation of sensationalism B) An understanding of who has the most power C) The objectivity of your argument D) An understanding of cultural expectations E) An indication of your authority Answer: C Explanation: C) When you evaluate your content, try to judge your argument objectively and to not overestimate your credibility. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 16) When revising a persuasive message for clarity and conciseness, A) identify mechanical and spelling errors that weaken persuasive potential. B) ensure design elements complement the message. C) determine your level of credibility from the audience perspective. D) match the purpose and organization to audience needs. E) judge your argument objectively. Answer: D Explanation: D) When revising for clarity and conciseness, carefully match the purpose and organization to audience needs. If possible, ask an experienced colleague who knows your audience well to review your draft. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

17) To ensure a persuasive message does not come across as brash and intrusive, and encourages a positive response, you should A) use biased language. B) take steps to establish your credibility. C) seek to understand and respect cultural difference. D) use straightforward language to avoid suspicion of manipulation. E) be objective and present fair and logical arguments. Answer: C Explanation: C) Be sure to understand cultural expectations. For example, a message that seems forthright and direct in a low-context culture might seem brash and intrusive in a high-context culture. Difficulty: Difficult LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 18) Which of the following is an advantage to establishing your credibility before you present a major proposal? A) The audience will be more receptive to hard sell tactics. B) Straightforward language can be used to avoid the feeling of emotional manipulation. C) The audience will not have to evaluate both you and your message at the same time. D) You can persuade with logic, evidence, and compelling narratives only. E) You can make claims and promises first, then support them with evidence. Answer: C Explanation: C) Whenever possible, try to build your credibility before you present a major proposal or ask for a major decision. That way, audiences don't have to evaluate both you and your message at the same time. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

19) When should a direct format be used to develop a persuasive message? A) When you need to explain reasons to build interest B) When you are a technical expert presenting to top executives C) When working to establish a relationship with a new customer D) When you need to rely more on the strength of your message E) When you don't know the scope of information the audience is demanding Answer: B Explanation: B) For persuasive business messages, the choice between the direct and indirect approaches is influenced by the extent of your authority, expertise, or power in an organization. For example, if you are a highly regarded technical expert with years of experience, you might use the direct approach in a message to top executives. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 20) Which of the following will help to limit the scope of a persuasive message? A) Identifying the readers most important concerns B) Establishing your credibility first C) Limiting the type of medium and channels for the message D) Using an indirect approach E) Explaining your reasons and building interest before asking for a decision Answer: A Explanation: A) Limiting your scope is vital. If you seem to be wrestling with more than one main idea, or a main idea that has lots of moving parts, chances are you haven't identified your readers' most important concerns. If you try to craft a persuasive message without focusing on the one central problem or opportunity your audience truly cares about, you're unlikely to persuade successfully. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

21) Which of the following will help to encourage a positive response to a persuasive message? A) Using polite but blunt language B) Understanding the culture of the organization and the reader C) Ignoring individual needs D) Assuming the audience understands your authority and credibility E) Showing the audience how their past choices have been poor decisions Answer: B Explanation: B) Encourage a positive response to your persuasive messages by (1) using positive and polite language, (2) understanding and respecting cultural differences, (3) being sensitive to organizational cultures, and (4) taking steps to establish your credibility. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 22) After analyzing the situations, which of the following should be the next step in creating a compelling persuasive message? A) Selecting the channel and medium B) Organizing information C) Limiting the scope of information D) Writing the message E) Gathering necessary information Answer: E Explanation: E) Once your situation analysis is complete, you need to gather the information necessary to create a compelling persuasive message. Difficulty: Easy LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 23) Positive language usually happens naturally with persuasive messages because you're promoting an idea, a plan, or a product you believe in. Answer: TRUE Explanation: Positive language usually happens naturally with persuasive messages because you're promoting an idea, a plan, or a product you believe in. However, take care not to inadvertently insult your readers by implying that they've made poor choices in the past and that you're here to save them from their misguided ways. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

24) Most persuasive business messages involve requests for action. Answer: TRUE Explanation: The majority of your persuasive business messages will involve requests for action. Difficulty: Easy LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 25) Persuasion is about letting audiences know they have choices and presenting your choice in the best possible light. Answer: TRUE Explanation: Successful professionals understand that persuasion is not about trickery or getting people to act against their own best interests; it's about letting audiences know they have choices and presenting your offering in the best possible light. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 26) Successful professionals understand that persuasion is the attempt to get your audience to make the choices you want them to make—even if those choices are not in their best interest. Answer: FALSE Explanation: Persuasion should not involve getting people to go against their better interest. Instead, persuasion should be thought of as the process of changing the attitudes, beliefs, or actions of your audience. Difficulty: Moderate LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

27) Discuss the way various types of motivation drive an audience and affect a persuasive message. Answer: If you aim to change someone's attitudes, beliefs, or actions, it is vital to understand his or her motivation—the combination of forces that drive people to satisfy their needs. Obviously, the more closely a persuasive message aligns with a recipient's existing motivation, the more effective the message is likely to be. For example, if you try to persuade consumers to purchase a product on the basis of its fashion appeal, that message will connect with consumers who are motivated by a desire to be in fashion, but it probably won't connect with consumers driven more by functional or financial concerns. Difficulty: Difficult LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 28) Discuss ways to better understand and categorize the needs of the audience. Answer: To understand and categorize audience needs, you can refer to specific information, such as demographics (the age, gender, occupation, income, education, and other quantifiable characteristics of the people you're trying to persuade) and psychographics (personality, attitudes, lifestyle, and other psychological characteristics). When analyzing your audiences, take into account their cultural expectations and practices so that you don't undermine your persuasive message by using an inappropriate appeal or by presenting your message in a way that seems unfamiliar or uncomfortable to your readers. Difficulty: Difficult LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 29) Describe at least five strategies for establishing credibility when preparing persuasive messages. Answer: (1) Use straightforward language. Your audience is likely to be cautious, watching for fantastic claims, insupportable descriptions, and emotional manipulation. (2) Provide objective evidence for the claims and promised you make. (3) Identify your sources. Tell your audience where your information comes from and who agrees with you. (4) Establish common ground. Help your audience identify with you by appealing to shared beliefs, attitudes, and background experiences. (5) Be objective and present fair and logical arguments. Your ability to acknowledge all sides of an issue will help you present fair and logical arguments. (6) Show you respect your audience's values and priorities. (7) Avoid hard sell tactics. Persuade with logic, evidence, and compelling narratives, rather than trying to coerce with high-pressure, "hard-sell" tactics. (8) Build credibility before you present a proposal or ask for a decision. That way, audiences don't have to evaluate both you and your message at the same time. Difficulty: Difficult LO: 12.1: Apply the three-step writing process to persuasive messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 13 Copyright © 2021 Pearson Education, Inc.

30) Most persuasive messages combine A) hard sell tactics with logical appeals. B) marketing and sales messages. C) logical and emotional factors. D) many major points all at once. E) direct and indirect wording. Answer: C Explanation: C) Emotional appeal gets your audience to care about your message. Logical factors appeal to whether or not the proposition makes sense and provides an advantage to the user. The balance of these two factors must be just right to be persuasive. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 31) In which phase of the AIDA model does the writer encourage the audience to hear more about the problem, idea, or product? A) Audience analysis B) Attention C) Interest D) Desire E) Action Answer: B Explanation: B) Your first objective is to encourage your audience to want to hear about your problem, idea, or new product—whatever your main idea is. Be sure to find some common ground on which to build your case. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

32) Which of the following is one of the drawbacks to using the AIDA approach to persuasive messages? A) The message talks with the audience, not at them. B) The message is multidirectional. C) The message is built around a single event. D) The message is built around long-term relationships. E) The message cannot be effectively sent over email. Answer: C Explanation: C) AIDA is built around a single event, such as asking an audience for a decision, rather than on building a mutually beneficial, long-term relationship. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 33) What do persuasive business messages tend to rely on most heavily for effectiveness? A) Culture B) Power C) Creativity D) Logic E) Motivation Answer: D Explanation: D) Persuasive business messages rely more heavily on logical than on emotional appeals because the main idea is usually to save money, increase quality, or improve some other practical, measurable aspect of business. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

34) Why are persuasive business messages based only on emotional appeals less effective? A) The audience will want proof you can solve a problem. B) The audience will easily reach the same conclusion as the writer. C) Emotional appeals take more time to read and process. D) The audience will need help identifying the conclusion. E) Analogies between the problem and the appeal will not be easily understood. Answer: A Explanation: A) Emotional appeals in business messages aren't usually effective by themselves because the audience wants proof that you can solve a business problem. Even if your audience members reach a conclusion based primarily on emotions, they'll look to you to provide logical support as well. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 35) Which type of reasoning does a logical appeal use when working from specific evidence to a general conclusion? A) Analogy B) Induction C) Persuasive D) Deduction E) Circular Answer: B Explanation: B) With inductive reasoning, you work from specific evidence to a general conclusion. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

36) Which of the following is one of the best ways to deal with audience that is resistance to your message? A) Use circular reasoning B) Avoid illogical support C) Eliminate faulty analogies D) Anticipate and answer potential objections E) Simplify complex issues Answer: D Explanation: D) The best way to deal with audience resistance is to anticipate as many objections as you can and address them in your message before your audience can even bring them up. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 37) With regards to persuasive messages in social media, the AIDA approach is limited because A) it only cultivates long-term relationships. B) consumers look for information from other consumers first. C) social media lacks persuasive elements. D) AIDA uses a multidirectional, conversational approach. E) social media allows the audience to respond immediately with questions. Answer: B Explanation: B) The AIDA model and similar approaches have been successful with marketing and sales messages for decades, but in the social media landscape, consumers are more apt to look for product information from other consumers, not the companies marketing those products. Difficulty: Difficult LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

38) Circular reasoning is a logical fallacy that involves A) reducing a wide range of choices to a simple "either/or" scenario. B) using irrelevant evidence to support your argument. C) trying to support a claim by restating it in different words. D) attacking an opponent's character, rather than countering his or her argument. E) identifying negative outcomes if your argument is not supported. Answer: C Explanation: C) Circular reasoning is a logical fallacy in which you try to support your claim by restating it in different words. Difficulty: Difficult LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 39) Which of the following best explains why the AIDA model works well with the indirect approach? A) Your main idea can be used as an attention-getter. B) Interest in your argument is built quickly and effectively. C) You can specifically identify the action you want the audience to take. D) It limits the scope of the message and saves the reader time. E) Your main idea can be saved for the action phase. Answer: E Explanation: E) The AIDA model is tailor-made for using the indirect approach, allowing you to save your main idea for the action phase. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

40) The purpose of the interest section of a persuasive message is to A) capture attention. B) show that your product will benefit your audience. C) increase the audience's desire to take the action recommended in the message. D) get the reader to act immediately. E) indicate areas of faulty logic by the audience. Answer: B Explanation: B) Provide additional details that prompt audience members to imagine how the solution might benefit them. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 41) An analogy lets you A) reason from specific evidence to specific evidence. B) simplify complex situations to make them easier to understand. C) use claims based on cause and effect. D) develop an appeal based on popular opinion. E) restate your reasons using different language. Answer: A Explanation: A) With analogy, you reason from specific evidence to specific evidence, in effect "borrowing" from something familiar to explain something unfamiliar. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

42) Which of the following develops a logical appeal based on working from a general theory or hypothesis to a specific conclusion? A) Deduction B) Circular reasoning C) Analogy D) Logical fallacies E) Induction Answer: A Explanation: A) With deductive reasoning, you work from a general theory or hypothesis to a specific conclusion. A generalization could be that dissatisfied customers tend not to buy from the same companies in the future, which proceeds to the specific conclusion that your company should take steps to improve customer satisfaction before it starts losing business. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 43) When writing persuasive messages, one way to avoid logical fallacies is to A) avoid induction. B) avoid deduction. C) avoid praising your opponent. D) avoid hasty generalizations. E) avoid precise terms. Answer: D Explanation: D) A hasty generalization occurs when you jump to a generalization without enough evidence to support it. A sweeping generalization ignores exceptions or contradictions. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

44) When writing a persuasive claim, begin by A) providing the reader a reason to grant your claim. B) outlining the problem. C) explaining how you feel about the problem. D) offering potential solutions to the problem. E) establishing a mutually beneficial working relationship. Answer: B Explanation: B) key ingredients of a good persuasive claim are a complete and specific review of the facts and a confident and positive tone based on your right to be satisfied with every transaction. Begin persuasive claims by outlining the problem, and continue by reviewing what has been done about it so far, if anything. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 45) When developing a persuasive presentation of ideas, which of the following describe the goal of your message? A) To provide a complete and specific review of the facts B) To assess the needs of the audience C) To convince your audience to reexamine long-held opinions D) To encourage the audience to get involved in the conversation E) To support your attitudes and beliefs Answer: C Explanation: C) You may encounter situations in which you simply want to change attitudes or beliefs about a topic, without asking the audience to decide or do anything—at least not yet. The goal of your first message might be nothing more than convincing your audience to reexamine long-held opinions or to admit the possibility of new ways of thinking. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

46) When writing a persuasive request for action, which of the following should be included in the interest and desire sections of your message? A) Proof you have good reasons for making the request B) Specific actions that should be taken by the audience C) Reasons why the audience might deny your claim or adjustment D) Facts, benefits, and experiences that will enhance your appeal E) Options that are easy for the audience to follow Answer: D Explanation: D) Use the interest and desire sections of your message to demonstrate that you have good reason for making such a request and to cover what you know about the situation: the facts and figures, the benefits of helping, and any history or experience that will enhance your appeal. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 47) Which of the following is one of the goals of the interest and desire sections of a persuasive business message? A) To explain the background of the issue and why the audience should care B) To establish your credibility through the use of facts and data C) To encourage your audience to change their attitudes or beliefs about a topic D) To make your readers excited about taking a specific action E) To make your readers believe that helping you will help solve a significant problem for them Answer: E Explanation: E) Your goals are (1.) to gain credibility (for yourself and your request) and (2.) to make your readers believe that helping you will indeed help solve a significant problem. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

48) When developing a persuasive message using the AIDA model, how can you help to build your reader's interest in your message? A) Stress the results of not taking action B) Show you understand the audience's concerns C) Establish need D) Back up your claim with personal stories E) Expand and support your opening claim Answer: E Explanation: E) Build your reader's interest by expanding and supporting your opening claim or promise, or by emphasizing the relevance of your message to your audience. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 49) When using the AIDA model for persuasive messages, which of the following will help to get the audience's attention? A) Show you understand the audience's concerns B) Expand and support your opening claims C) Use emotional appeals that include faulty logic D) Stress the benefits of the action E) Back up all claims with evidence Answer: A Explanation: A) To get your audience's attention, open with an audience benefit, a stimulation question, a problem or an unexpected statement. You can also open by establishing common ground or by showing you understand the audience's concerns. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

50) When putting together persuasive arguments, one common mistake to avoid is A) including emotional appeals. B) using vivid language. C) maintaining ethics at all costs. D) resisting compromise. E) basing the message on the needs of the audience. Answer: D Explanation: D) Successful persuasion is often a process of give and take, particularly with persuasive business messages, where you don't always get everything you asked for in terms of budgets, investments, or other commitments. Difficulty: Difficult LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 51) When anticipating objections to a persuasive message, A) provide a long list of reasons your idea is the best choice. B) replace objective information will well-crafted stories. C) present all sides of the situation. D) explain only the negative implication of other options. E) rely on your ability to offer strong, persuasive arguments. Answer: C Explanation: C) If you expect a hostile audience that is biased against your message, be sure to present all sides of the situation. As you cover each option, explain the pros and cons. You'll gain additional credibility if you mention these options before presenting your recommendation or decision. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

52) Which of the following best describes a logical fallacy? A) Using analogies when circular reasoning is more appropriate B) Including exceptions or contradictions when making generalizations C) Misleading the audience with poor language or reasoning tools D) An appeal to tradition based on evidence and reason E) Simplifying complex situations to make them easier to understand Answer: C Explanation: C) Logical errors, commonly known as logical fallacies, result from misleading readers via faulty language or misusing reasoning tools such as induction and analogy. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 53) Which of the following is an attack directed at a person rather than their line of reasoning? A) Oversimplification B) Ad hominem C) Sweeping generalization D) Flawed analogy E) Circular reasoning Answer: B Explanation: B) An ad hominem attack is an attack directed at another person rather than at his or her line of reasoning. For example, dismissing a colleague's suggestion just because he is the newest member of the department is an ad hominem attack. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

54) Which of the following is the basis for an emotional appeal? A) Feelings B) Logic C) Psychographics D) Induction E) Evidence Answer: A Explanation: A) An emotional appeal calls on feelings or audience sympathies. For instance, you can make use of the emotions inspired by words such as freedom, success, prestige, compassion, free, and comfort. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 55) Which of the following is a type of appeal that is dependent on how much trust your audience has in your expertise, character and reliability? A) Logos B) Direct C) Deductive D) Pathos E) Ethos Answer: E Explanation: E) Persuasive communication is based on three types of appeals: ethos (the ethical dimension, particularly your credibility as the writer), pathos (appeals to emotion), and logos (argumentation based on logic and evidence). Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 56) Most persuasive messages take the direct approach. Answer: FALSE Explanation: Because the nature of persuasion is to convince people to change their attitudes, beliefs, or actions, most persuasive messages use the indirect approach. Difficulty: Easy LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

57) Persuasion is often a process, not a onetime event. Answer: TRUE Explanation: Persuasion is often a process, not a onetime event. In many cases, you need to move your audience members along one small step at a time rather than try to convince them to say "yes" in one huge step. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 58) AIDA is a one directional method of persuasion that talks with the audience, not at them. Answer: FALSE Explanation: AIDA is a unidirectional method that essentially talks at audiences, not with them. Second, AIDA is built around a single event, such as asking an audience for a decision, rather than on building a mutually beneficial, long-term relationship. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 59) Induction refers to reasoning from a generalization to a specific conclusion. Answer: FALSE Explanation: Inductive reasoning moves in the opposite direction—from the specific instance to the formation of a general conclusion. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 60) There are three types of persuasive appeals, based on ethos, pathos, and logos. Answer: TRUE Explanation: Persuasive communication is based on three types of appeals: ethos (the ethical dimension, particularly your credibility as the writer), pathos (appeals to emotion), and logos (argumentation based on logic and evidence). Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 27 Copyright © 2021 Pearson Education, Inc.

61) Creating an emotional appeal requires the creation of a claim based on a rational argument and solid evidence. Answer: FALSE Explanation: A logical appeal calls on reasoning and evidence. The basic approach with a logical appeal is to make a claim based on a rational argument, supported by solid evidence. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 62) What are three methods of reasoning you can use when making a logical appeal? Answer: Logical appeals can take place through analogy, induction, or deduction. Difficulty: Difficult LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Analytical thinking Learning Outcome: Describe strategies for developing persuasive business messages 63) List three categories of common persuasive business messages. Answer: Most persuasive business messages fall into one of three categories: (1) persuasive requests for action, (2) persuasive presentation of ideas, and (3) persuasive claims and requests for adjustment. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 64) Describe each of the four phases of the AIDA model for persuasive messages. Answer: (1) Attention: Make your audience want to hear about your idea. Find some common ground on which to build your case. (2) Interest: Explain the relevance of your message to your audience. (3) Desire: Make readers want to change by explaining how the change will benefit them. Answer in advance questions that your audience might have, and back up your claims with relevant evidence. (4) Action: Ask your audience to take the specific action you suggest. Difficulty: Moderate LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

65) Explain how to balance emotional appeals and logical appeals to persuade an audience. Answer: Generally speaking, persuasive business messages rely more heavily on logical appeals than emotional appeals, since the main idea is to save money, improve quality, and so on. It is important, however, to avoid the assumption that business decisions are purely logical and therefore ignore the emotional component. For example, you might be able to build a strong logical case for acquiring another company, based on projected financial return and other objective factors. However, managers making the decision will experience a range of emotions, such as fear of making a wrong move that could be career-threatening. To find the optimum balance between emotional appeals and logical appeals, consider four factors: (1) the actions you hope to motivate, (2) your reader's expectations, (3) the degree of resistance you need to overcome, and (4) how far you feel empowered to go to sell your point of view. Difficulty: Difficult LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Concept AACSB: Analytical thinking Learning Outcome: Describe strategies for developing persuasive business messages 66) Compare and contrast marketing messages and sales messages. Answer: Marketing and sales messages use the same basic techniques as other persuasive messages, with the added emphasis of encouraging someone to participate in a commercial transaction. Although many people use the terms "marketing message" and "sales message" interchangeably, there is an important difference: Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision. Sales messages take over at that point, encouraging potential buyers to make a purchase decision then and there. Marketing messages focus on such tasks as introducing new brands to the public and encouraging customers to visit websites for more information, whereas sales messages make an explicit request for people to buy a specific product or service. Difficulty: Difficult LO: 12.2: Describe an effective strategy for developing persuasive business messages, and identify the three most common categories of persuasive business messages. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

67) Which of the following is the primary function of a marketing message? A) Encouraging potential buyers to make immediate purchase decisions B) Assessing the needs of the audience to gauge interest in a product or service C) Identifying which combination of logical and emotional appeals is most productive D) Moving potential buyers through the purchasing process without making an immediate decision E) Asking potential buyers to buy a specific product or service Answer: D Explanation: D) Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 68) Which of the following best describes the key selling points of a product? A) The practical advantages of one company over another B) The emotional advantages of instant gratification C) The detailed instructions for using a product D) The emotional attachment of the product E) The product's most attractive features Answer: E Explanation: E) Selling points are the most attractive features of a product, whereas benefits are the particular advantages purchasers can realize from those features. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 69) Which of the following is the key to a successful call to action when using the AIDA model? A) Including testimonials from satisfied users B) Making action easy C) Identifying industry experts D) Offering free samples or discounts E) Including a money-back guarantee Answer: B Explanation: B) If the process is confusing or time-consuming, you'll lose potential customers. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 30 Copyright © 2021 Pearson Education, Inc.

70) In marketing, who is considered to be the most enthusiastic fans of your company and its products? A) Champions B) Conversational marketing experts C) Journalists D) Communities of customers E) Bloggers Answer: A Explanation: A) In marketing, champions are the most enthusiastic fans of your company and its products. Champions are so enthusiastic they help spread your message (through their social media accounts, for instance), defend you against detractors, and help other customers use your products. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 71) Which of the following is a key strategy to keep in mind when creating messages for mobile marketing? A) Include video links whenever possible B) Use words that have negative connotations to generate interest C) Recognize that viewers spend more time on mobile apps D) Keep the messages short and simple E) Align the audience's interest with what is best for the company Answer: D Explanation: D) First, like all mobile messages, promotional messages need to be kept short and simple. Second, the mobile experience needs to be fast and straightforward. Mobile users are often time-constrained, and they will quickly abandon websites that don't load quickly or are confusing to navigate. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

72) In a marketing message, benefits should focus on A) what the product does. B) user experiences or gains. C) identifying and addressing objections up front. D) getting the audience's attention. E) motivating action. Answer: B Explanation: B) Selling points focus on what the product does. Benefits focus on what the user experiences or gains. Benefits can be practical, emotional, or a combination of the two. Difficulty: Difficult LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 73) Which of the following make marketing and sales messages different than other persuasive messages? A) There is an added emphasis on participating in a commercial transaction. B) Goods and services offered do not address emotional needs. C) They are not regulated by the FTC. D) There are complete and specific reviews of facts. E) They are created using a more confident and positive tone. Answer: A Explanation: A) Marketing and sales messages use the same basic techniques as other persuasive messages, with the added emphasis of encouraging someone to participate in a commercial transaction. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

74) Why is it important to analyze the competition when planning a marketing or sales message? A) There must be a greater understanding of audience needs. B) The message will likely compete with messages from competitors. C) Customers will be more interested in benefits instead of selling points. D) Psychographics and demographics are less relevant. E) Less time will be spent gaining the attention and interest of the audience. Answer: B Explanation: B) Marketing and sales messages nearly always compete with messages from other companies trying to reach the same audience. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 75) When using the AIDA model to write a persuasive message, which of the following can be done to create a successful call to action? A) Use a variety of techniques to minimize doubts B) Offer testimonials from other satisfied users C) Make the process as easy and risk-free as possible D) Offer access to community building sites E) Listen as much as you talk Answer: C Explanation: C) The keys to a successful call to action are making it as easy and as risk-free as possible. If the process is confusing or time-consuming, you'll lose potential customers. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

76) Which of the following is an advantage of using community Q&A sites and posting technical guides on products on your social media sites? A) You can better identify and support your champions. B) You are initiating and responding to conversations within the community. C) You can avoid "advertising speak" and have real conversations with users. D) You are providing information people want. E) You are creating a better integration of marketing and sales strategies. Answer: D Explanation: D) This information can include industry-insider news, in-depth technical guides to using your products, answers to questions posted on community Q&A sites, and general advice on product selection and usage. This strategy of content marketing is a great way to build customer relationships by providing value-added information. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 77) Why is it important to keep mobile messages short and simple and the mobile experience fast and straightforward? A) Persuasive elements will be easier to find and respond to. B) There will be less emphasis on the marketing aspect of the mobile experience. C) Conventional marketing strategies can be better integrated. D) Messages can be targeted to reach the audience at the right time, in the right place. E) Mobile users will abandon a website with issues. Answer: E Explanation: E) Mobile users are often time-constrained, and they will quickly abandon websites that don't load quickly or are confusing to navigate. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

78) A ________ encourages a potential buyer to make a purchase decision immediately. A) marketing message B) logical appeal C) persuasive appeal D) sales message E) champion Answer: D Explanation: D) Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision. Sales messages then take over by encouraging potential buyers to make a purchase decision then and there. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 79) Which of the following helps to build customer relationship by providing value-added information? A) Champions B) Advertising speak C) Selling points D) Content marketing E) Benefits Answer: D Explanation: D) The strategy of content marketing is a great way to build customer relationships by providing value-added information. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

80) When writing promotional messages for social media, giving audiences an opportunity to connect with you and each other is referred to as A) using content marketing. B) being a product champion. C) facilitating community building. D) initiating conversation within the community. E) being real. Answer: C Explanation: C) Facilitating community building includes giving customers and other audiences an opportunity to connect with you and one another, such as on your Facebook page or through members-only online forums Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 81) The desire phase of a conventional marketing or sales message should A) cut through "the clutter" to get your audience's attention. B) offer just enough information to build interest in the product or service. C) expand on your explanation of how the product or service will benefit the audience. D) include a persuasive call to action. E) offer discounts and premiums if the item is bought right now. Answer: C Explanation: C) Once you've given the audience some information to start building their interest, the next step is to boost their desire for the product or service by expanding on your explanation of how it will benefit them. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

82) Conventional marketing or sales messages begin with an effort to gain the audience's A) attention. B) money. C) interest. D) cooperation. E) support. Answer: A Explanation: A) Conventional marketing or sales messages follow the AIDA model: attention, interest, desire, action. That model begins with getting the audience's attention. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 83) ________ take potential customers through the purchasing process without asking for an immediate purchase decision. A) Marketing messages B) Sales messages C) Mission statements D) Business previews E) Direct messages Answer: A Explanation: A) Marketing messages usher potential buyers through the purchasing process without asking them to make an immediate decision. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

84) The benefits of a product can be A) the same for all users. B) based on data. C) practical, and emotional. D) false if not supported with examples. E) modified for each audience member. Answer: C Explanation: C) The benefits of a product can be practical, emotional, or a combination of the two. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 85) Successful marketing and sales messages match the product's selling points to the audience's primary needs or emotional concerns. Answer: TRUE Explanation: A good example of matching selling points to needs is a hybrid car whose primary selling point, its great gas mileage, matches its customers' emotional needs and the desire to feel they are helping the world by burning less fossil fuel and creating less pollution. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 86) Marketing and sales messages for social media should have the same focus as other marketing messages that follow the AIDA plan. Answer: FALSE Explanation: The AIDA model and similar approaches have been successful with marketing and sales messages for decades, but in the social media landscape consumers are more apt to look for product information from other consumers, not from the company's marketing those products. Consequently, your emphasis should shift to encouraging and participating in online conversations. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

87) In the social media landscape, consumers are more apt to look for product information from other consumers, not the company's marketing those products. Answer: TRUE Explanation: The AIDA model and similar approaches have been successful with marketing and sales messages for decades, but in the social media landscape, consumers are more apt to look for product information from other consumers, not the companies marketing those products. Consequently, your emphasis should shift to encouraging and participating in online conversations. Difficulty: Moderate LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Synthesis AACSB: Information technology Learning Outcome: Explain how to create messages for different electronic media 88) Discuss ways to increase desire and minimize potential objections when writing conventional marketing and sales messages. Answer: Think carefully about the sequence of support points, and use plenty of subheadings, hyperlinks, video demonstrations, and other devices to help people quickly find the information they need. You can also use a variety of techniques to address potential objections and minimize doubts, including testimonials from satisfied users, articles written by industry experts, competitive comparisons, offers of product samples or free demonstrations, independent test results, and money-back guarantees. Difficulty: Difficult LO: 12.3: Describe an effective strategy for developing marketing and sales messages, and explain how to modify your approach when writing promotional messages for social media. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 89) How do ethical businesspeople generally view the concept of persuasion? A) As a way to show concern for the audience B) As a way to incorporate the "you" attitude in the marketing message C) As a way to increase the ramifications of marketing and sales message D) As a way to avoid the complexities of promotional communication E) As a way to align their interests with what is best for the audience Answer: E Explanation: E) Ethical businesspeople view persuasion as a positive force, aligning their own interests with what is best for their audiences. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages

90) Which of the following tracks the online behavior of website visitors and delivers advertising based on what the user appears to be interested in? A) Behavioral targeting B) Spam C) The Federal Trade Commission D) Remarketing E) Implied claims Answer: A Explanation: A) Two ethical concerns that could produce new legislation are behavioral targeting, which tracks the online behavior of website visitors and serves up ads based on what they appear to be interested in, and remarketing, in which behaviorally targeted ads follow users even as they move on to other websites. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 91) Which of the following is the process of trying to attract buyers with a product you don't intend to sell, then offering them a different product in its place? A) Remarketing B) Opt-ins C) Permission marketing D) Behavioral targeting E) Bait and switch Answer: E Explanation: E) Trying to attract buyers by advertising a product that you don't intend to sell— and then trying to sell them another (and usually more expensive) product—is illegal. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages

92) An ethical persuasive argument A) is a contradiction in terms. B) focuses on how the audience's actions will benefit the sender. C) includes any evidence the sender can come up with, whether or not it's relevant. D) focuses on showing honest concern for the audience's needs and interest. E) is based on the ethics of the sender. Answer: D Explanation: D) To maintain the highest standards of business ethics, always demonstrate the "you" attitude by showing honest concern for your audience's needs and interests. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 93) In the practice of ________, behaviorally targeted ads from one website follow an online shopper when he or she moves on to other websites. A) flanking B) remarketing C) cyber stalking D) stealth advertising E) ethical persuasion Answer: B Explanation: B) In remarketing, behaviorally targeted ads follow users as they move from website to website. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 94) Which of the following is required by the FTC when statements about a product are an important part of the purchasing decision for customers? A) The message must include scientific evidence. B) The message must be truthful and nondeceptive. C) The message must offer bait and switch options. D) The message cannot be geared toward children. E) The message must be considered a binding contract. Answer: B Explanation: B) The FTC considers messages to be deceptive if they include statements that are likely to mislead reasonable customers and the statements are an important part of the purchasing decision. Failing to include important information is also considered deceptive. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 41 Copyright © 2021 Pearson Education, Inc.

95) Which of the following is considered to be deceptive by the FTC? A) Money-back guarantees B) Scientific studies to support claims C) Statements which are likely to mislead reasonable customers D) Asking for the consent of parents before collect personal information about children E) Using images of public figures Answer: C Explanation: C) The FTC considers messages to be deceptive if they include statements that are likely to mislead reasonable customers and if those statements are an important part of the purchasing decision. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 96) Which of the following is required when a social media influencer is compensated to endorse a product? A) Disclosure of the compensation B) A statement to cover the degree of responsibility C) Products be switched for those that are not endorsed D) Letters from other satisfied customers E) Evidence such as a survey or scientific study Answer: A Explanation: A) Given the strong influence of online product reviews, some companies give products to consumers in exchange for their reviews on Amazon and other retail sites. The practice is not illegal, but it must be disclosed. Celebrities and other social media influencers must disclose when they are compensated to endorse products. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 97) Ethical businesspeople view persuasion as a way to align their own interests with what is best for the audience. Answer: TRUE Explanation: Ethical businesspeople view persuasion as a positive force, aligning their own interests with what is best for their audiences. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages

98) Because promotional messages are not legally binding contracts in most states, it is usually acceptable to imply offers or promises you cannot deliver. Answer: FALSE Explanation: Tactics such as "bait and switch," in which one item is advertised, but the customer is switched to another item when he or she comes in, are illegal in many places. Practices that aren't technically illegal but are still deceptive are clearly unethical and should not be done. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Describe strategies for developing persuasive business messages 99) How can marketers make sales and marketing messages truthful and nondeceptive? Answer: The FTC considers messages to be deceptive if they include statements that are likely to mislead reasonable customers and the statements are an important part of the purchasing decision. Failing to include important information is also considered deceptive. The FTC also looks at implied claims—claims you don't explicitly make but that can be inferred from what you do or don't say. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages 100) Discuss the role of the Federal Trade Commission in regards to marketing and sales messages. Answer: As marketing and selling grow increasingly complex, so do the legal ramifications of marketing and sales messages. In the United States, the Federal Trade Commission (FTC) has the authority to impose penalties (ranging from cease-and-desist orders to multimillion-dollar fines) on advertisers who violate federal standards for truthful advertising. Moreover, communicators must stay on top of changing regulations, such as the latest laws governing unsolicited bulk email ("spam"), privacy, data security, and disclosure requirements for bloggers who review products. For example, two ethical concerns that could produce new legislation are behavioral targeting, which tracks the online behavior of website visitors and serves up ads based on what they seem to be interested in, and remarketing or retargeting, in which behaviorally targeted ads follow users even as they move on to other websites. Difficulty: Moderate LO: 12.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe strategies for developing persuasive business messages

Business Communication Today, 15e (Bovee/Thill) Chapter 13 Finding, Evaluating, and Processing Information 1) Which of the following is the first step in an efficient, effective research process? A) Understand the subject to develop insightful questions B) Search for areas with critical gaps in data C) Conduct a general online search and redefine it after reviewing results D) Use a variety of search terms E) Enter keywords into a search engine to search corporate sites Answer: A Explanation: A) To maximize your chances of finding useful information and to minimize the time you spend looking for it, follow these planning steps: Familiarize yourself with the subject so that you can frame insightful questions, identify the most critical gaps in your information, and then prioritize your research needs. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 2) How can you avoid ethical lapses when conducting research? A) Share sources of confidential information B) Don't force outcomes by skewing research C) Do not cite sources unless asked to do so D) Use only online sources to improve the business process E) Only use areas of the research that support your goals Answer: B Explanation: B) Approach your research with an open mind and a willingness to accept whatever you find, even if it's not what you expect or want to see. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

3) Which of the following is an ethical lapse when handling sources? A) Respecting the privacy of research participants B) Documenting sources and giving appropriate credit C) Respecting intellectual and digital property rights D) Extracting more from sources than they actually provide E) Specifically stating the intended use of research results Answer: D Explanation: D) Don't extract more from your sources than they actually provide. In other words, don't succumb to the temptation to put words in a source's mouth. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 4) Which of the following should be included in a problem statement? A) The decision or conclusion that is the focus of the research B) The scope of the project C) The potential recommendations that will be proven D) The probable response of the audience E) The specific information you need to find Answer: A Explanation: A) A problem statement defines the problem or purpose of your research—the decision you need to make or the conclusion you need to reach at the end of the process. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 5) Based on the problem statement, how can you determine what specific information will need to be found? A) Conduct a preliminary web search to identify topics B) Look for specific gaps in your information C) Identify the concepts that can be supported based on current research D) Conduct a series of secondary research searches E) Conduct secondary research to determine the audience's level of understanding Answer: B Explanation: B) Your problem statement frames the purpose of your research, but it doesn't usually tell you what specific information you need to find. Your next task is to dig deeper to discover the specific information gaps that need to be filled through research. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 2 Copyright © 2021 Pearson Education, Inc.

6) Which of the following will help to save time and money when conducting research? A) Use only primary research B) Limit your search to major news outlets C) Prioritize your research needs D) Research each source's credibility before looking at any data E) Limit the amount of research used Answer: C Explanation: C) Prioritizing your research needs is important because you won't have the time or money to answer every question you might have. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 7) To maximize your chances of finding useful information, which of the following should be done at the beginning of a research project? A) Develop a formal outline you plan to stick to throughout your researching and writing. B) Familiarize yourself with the subject. C) Jump in by finding resources on the Internet and taking notes from them. D) Develop the conclusion you want to reach and start looking for evidence that supports that conclusion. E) Conduct an Internet search to determine areas to investigate. Answer: B Explanation: B) As you begin a research project, the most important thing to do is to familiarize yourself with the subject. Read general, rather than specialized, sources to get a broad, nondetailed view of the subject and identify critical gaps in your knowledge. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

8) A problem statement A) outlines all the potential drawbacks of your research. B) defines the purpose of your research. C) is an unsupportable claim or assertion. D) should be long and specific. E) identifies your conclusions and recommendations. Answer: B Explanation: B) A problem statement expresses the main idea that your research is pursuing. You may find it convenient to express your problem statement as a question, such as, "How likely is it that nuclear fusion will be an important energy source in the future?" Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 9) When using surveys or interviews, which of the following is a simple way to prioritize research questions? A) Ask the interviewee what they wish to talk about B) Keep a written survey to no more than three pages C) Divide your questions into "need to know" and "nice to know" D) Brainstorm a list of topics and work through as many as possible within the established time frame E) Identify information that is "nice to know" Answer: C Explanation: C) One simple way to prioritize is to divide your questions into "need to know" and "nice to know" and then toss out all the "nice to know" questions. If you start with a technique such as information gap analysis, you will get a clear idea of the information you truly need to collect. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

10) Which of the following should be done when developing types of information that will be most useful in the research? A) Keep questions vague and see where answers lead B) Use closed-ended questions whenever possible C) Use the problem statement to identify information gaps D) Break the topic down to specific issues E) Review industry publications and look for gaps in their research Answer: D Explanation: D) For instance, the question "How can we improve customer satisfaction?" is too vague because many separate factors contribute to customer satisfaction. To get useful information, you would break this topic down into specific issues, such as product reliability and customer service skills. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 11) Which of the following is not only ethical, but can be used to help your audience confirm your information or explore it in more detail? A) Extracting assumptions from data B) Respecting intellectual property rights C) Citing sources D) Skewing data E) Respecting the privacy of research participants Answer: C Explanation: C) Whether you are using published documents, personal interviews, or company records, citing your sources not only is fair to the people who created and provided the information but also helps your audience members confirm your information or explore it in more detail, if they so choose. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

12) Why should a researcher avoid the temptation to use only one, favorite search engine for research? A) Search results will vary based on past search results. B) Other researchers will be using the same research. C) You will be exposed to a variety of alternative search terms that you might be unfamiliar with. D) There will be too many results to review thoroughly. E) Not all webpages are available on every search engine. Answer: E Explanation: E) With so much information now online, it's tempting just to punch some keywords into a search engine and grab the first few results that show up. However, effective and efficient research requires a more thoughtful approach. Your favorite search engine might not be able to reach the webpages that have the information you need, the information might not be online at all, it might be online but not under the search terms you've used, or it might not exist in any form. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 13) Businesses believe they have a right to protect confidential information from competitors. Answer: TRUE Explanation: Businesses believe they have a right to protect their confidential information from competitors, and consumers believe they have a right to protect their personal information from businesses. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 14) Maintaining courtesy throughout the interview or research process is an important aspect of research etiquette. Answer: TRUE Explanation: Research etiquette deserves careful attention, too. For example, respect the time of anyone who agrees to be interviewed or to be a research participant, and maintain courtesy throughout the interview or research process. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

15) Discuss how to prioritize research needs. Answer: Prioritizing your research needs is important because you won't have the time or money to answer every question you might have. Moreover, if you'll be using interviews or surveys, you'll need to limit the number of questions you ask so that you don't consume more time than people are willing to give. One simple way to prioritize is to divide your questions into "need to know" and "nice to know" and then toss out all the "nice to know" questions. If you start with a technique such as information gap analysis, you will get a clear idea of the information you truly need to collect. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 16) Discuss how to familiarize yourself with your research subject to better define the purpose of your research. Answer: Give yourself some unstructured time at the beginning of the project to explore the general subject area, perhaps by reading industry publications and blogs, searching for trending topics on Twitter, visiting competitors' websites, and interviewing experts within your organization. Scanning the tables of contents and indexes of books on the subject can give you a sense of how a broad subject area is divided into component topics. When you have a basic grasp of the subject area, develop a problem statement that defines the problem or purpose of your research—the decision you need to make or the conclusion you need to reach at the end of the process. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 17) Within the context of the research process, what are information gaps? Answer: While a problem statement frames the purpose of your research, it often doesn't specify the information you need to find. So, you'll need to dig deeper to discover the specific information gaps (missing information or unanswered questions) that your research will need to fill. Suppose you're looking into the question, "How can we improve customer satisfaction?" Because the question seems too general, you break it into specific issues, such as product reliability and customer service skills. Your company tracks data on product repairs, so you won't have to research product reliability. However, you learn that your company doesn't measure the customer service skills of its employees. That's an information gap. Difficulty: Moderate LO: 13.1: Describe an effective process for conducting business research. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

18) Which of the following refers to research previously done for other purposes? A) Secondary research B) Database research C) Intellectual property D) Information gap E) Primary research Answer: A Explanation: A) Consulting research that was done previously for another purpose is considered secondary research. The sources for such information include print and online periodicals, online databases, books, and other research reports. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 19) Which of the following is an advantage of using secondary research? A) You can determine how others feel about the issue. B) It can save time and money. C) You can skew data to fit your needs. D) There are no intellectual property rights to worry about. E) The data is free. Answer: B Explanation: B) You want to start with secondary research because it can save you considerable time and money, although you may have to pay to see someone else's results. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 20) Which of the following best defines primary research? A) Research that was done for a previous project B) Research done for another purpose but used for a current project C) New research done specifically for a current project D) Research done from a corporate website E) Research that has not been previously placed on the Internet Answer: C Explanation: C) Primary research is new research done specifically for the current project. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 8 Copyright © 2021 Pearson Education, Inc.

21) Which of the following is an advantage of using social media sites as a source of information? A) They provide insight from all known experts in the field. B) They are backed by fact checkers like those used in traditional publishing. C) They are edited by editorial boards for accuracy. D) They always provide information that is accurate, objective, and current. E) They can provide unique and valuable insights not available elsewhere. Answer: E Explanation: E) On the positive side, independent sources communicating through blogs, wikis, Twitter, user-generated content sites, and podcasting channels can provide valuable and unique insights, often from experts whose voices might never be heard otherwise. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages 22) When content cannot be accessed by a search engine, the content is considered to be part of A) metasearch engines. B) artificial intelligence. C) search engine optimization. D) the deep web. E) a government publication. Answer: D Explanation: D) Search engines can't reach all the content on some websites (this part of the internet is sometimes called the hidden internet or the deep web). Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

23) Which of the following should be considered when determining how accurate and objective information is? A) How unique the information is B) Whether the information is new, and the most current available C) The sources' reputation for honesty and reliability D) Whether the information used for another purpose will support the goals of the research E) How easy it is to understand the material Answer: C Explanation: C) Does the source have a reputation for honesty and reliability? Naturally, you'll feel more comfortable using information from an established source that has a reputation for accuracy. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 24) Which of the following is the surest way to verify the reliability of information from a new or unknown source? A) Look for bias in the writing B) Determine the purpose of the material C) Decide if the author is known and published in a variety of fields D) Corroborate the information with other sources E) Determine how well the material fits the goals of the research Answer: D Explanation: D) For sources that are new or relatively unknown, your safest bet is to corroborate anything you learn with information from several other sources. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

25) Which of the following is one of the primary shortcomings of conventional search engines? A) There are billions of webpages that must be scanned to achieve accurate results. B) Results are based on algorithms that determine the relevancy of results. C) Searches are conducted based on keywords and phrases. D) Results are often ranked by date of publication. E) Humans do not evaluate the quality or ranking of results. Answer: E Explanation: E) Conventional search engines have three primary shortcomings: (1) no human editors are involved to evaluate the quality or ranking of the search results; (2) various engines use different search techniques, so they often find different material or present similar results in different order; and (3) search engines can't reach all the content on some websites. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages 26) Which of the following will format search requests for multiple search engines, creating a broader range of results? A) Metasearch engines B) Web directories C) Librarians D) Enterprise search engines E) Google Answer: A Explanation: A) Metasearch engines 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. With a few clicks, you can compare results from multiple search engines to make sure you are getting a broad view of the material. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages

27) Which of the following is one of the most powerful aspects of using online tools when conducting research? A) The flood of information received from monitoring tools B) The ability to automatically monitor selected sources for new information C) The ability to access the deep web D) The human editors who place information from websites into web directories E) The ability to avoid a metasearch Answer: B Explanation: B) One of the most powerful aspects of online research is the ability to automatically monitor selected sources for new information so that you can get new information without doing manual searches repeatedly. The possibilities include subscribing to newsfeeds from blogs and websites; following people on Twitter and other microblogs; setting up alerts on search engines and online databases; and using specialized monitors to track tweets that mention specific companies or other terms. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages 28) Which of the following can be done if a search engine query is not generating enough results, or too many results? A) Only look at the first page of results B) Use consistent terms for the search C) Switch to an enterprise search engine D) Adjust the scope of the search E) Use a different database Answer: D Explanation: D) Adjust the scope of your search, if needed. If a search yields little or no information, broaden your search by specifying fewer terms. Conversely, if you're inundated with too many hits, use more terms to narrow your search. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages

29) Which of the following is used to search all the computers on a company's network? A) Mobile surveys B) Web directories C) The deep web D) Metasearch engines E) Enterprise search engines Answer: E Explanation: E) Other powerful search tools include enterprise search engines that search all the computers on a company's network and research and content managers. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Information technology Learning Outcome: Find and evaluate data to support business messages 30) Sources of secondary information include A) first-hand observation. B) in-person interviews. C) newspapers and periodicals. D) experiments. E) focus group observations. Answer: C Explanation: C) Secondary research uses already existing sources of data and evidence and compiles them to draw conclusions. An example of a secondary research source is a published research paper that measures the effectiveness of a new drug for migraine headaches. Difficulty: Difficult LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

31) In evaluating material you have gathered for a report, you should A) assume those who've written the material are credible. B) shun information with any hint of bias because such information is inherently unethical. C) check to make sure you're using the most current information available. D) avoid using government documents. E) use only information that supports your intended recommendation. Answer: C Explanation: C) The data you have found might be relevant and convincing, but it might not be the latest data out there. Before completing your report, make sure you're using the most current information available. Difficulty: Difficult LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 32) A web directory differs from a search engine in that A) it doesn't include Usenet newsgroups. B) it doesn't provide as precise results as a search engine. C) human editors find and index the websites to include. D) it usually locates more sites than a search engine. E) it offers the most recent articles first. Answer: C Explanation: C) Search engines get results from computer algorithms that rank webpages. Web directories have human editors who find and evaluate useful websites. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

33) Unlike Internet search engines, online databases A) can be accessed only from a library. B) often provide access to various parts of the hidden Internet. C) are rarely up to date. D) do not require a subscription. E) provide only peer-reviewed sources. Answer: B Explanation: B) A wide variety of online databases help address the challenge of the hidden internet by offering access to newspapers, magazines, journals, digital copies of books, and other resources often not available with standard search engines. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 34) You would not need to cite a source if you have A) used a direct quotation of under 250 words. B) used a table from a book. C) described in your own words the data from your research. D) provided general or common knowledge about your topic. E) paraphrased the outcome of experiment results. Answer: D Explanation: D) You do not have to cite a source for general or common knowledge or for specialized knowledge that's generally known among your readers. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

35) You're preforming ________ when you consult books, periodicals, online databases, and other research reports looking for research that was done previously for another purpose. A) general knowledge research B) secondary research C) peripheral research D) primary research E) observational research Answer: B Explanation: B) Secondary sources of data are previously published sources or sources that you didn't specifically compile or collect for your research project. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 36) Which of the following scan millions of websites to identify individual webpages that contain a specific word or phrase and then attempt to rank the results from most useful to least useful? A) General-purpose search engines B) Category tagging sites C) Mobile content managers D) Multipurpose web portals E) Database sites Answer: A Explanation: A) General-purpose search engines, such as Google and Bing, scan millions of websites and present the pages that are probably the most relevant to your search request. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

37) Which of the following covers the expression of creative ideas such as documents, web content, movies, musical compositions, lectures, and computer programs? A) Copyright law B) Trademark theory C) Patent protection D) Free-market case law E) In-text citation use Answer: A Explanation: A) Copyright law covers the expression of creative ideas; it's initiated the moment the expression is put into fixed form. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 38) Which of the following is one function of a properly documented source? A) It credits the person who created the original material. B) The topic will no longer need to be explored by the audience. C) The audience will see that all available sources of information have been reviewed. D) To replace footnotes and endnotes in a document E) To prevent copyright violation Answer: A Explanation: A) It properly and ethically credits the person who created the original material, it shows your audience that you have sufficient support for your message, and it helps your readers explore your topic in more detail, if desired. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

39) Which of the following can be done to show your audience you have researched and found sufficient support for your message? A) Incorporate a Table of Authorities B) Document your sources C) Provide contact information for future queries D) Cite general knowledge that is already known to your reader E) Use data that is found on later pages of the web search Answer: B Explanation: B) Documenting the sources you use in your writing serves three important functions: It properly and ethically credits the person who created the original material, it shows your audience that you have sufficient support for your message, and it helps your readers explore your topic in more detail, if desired. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 40) Which of the following can help a website owner boost their rankings in the results? A) The hidden Internet B) Hire human editors C) Search engine optimization techniques D) Metasearch engines E) The deep web Answer: C Explanation: C) Website owners use search engine optimization techniques to help boost their rankings in the results, but the ranking algorithms are kept secret to prevent unfair manipulation of the results. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

41) Which of the following offers searchable information in specific areas, such as law, technology, and education? A) Almanacs B) Government publications C) Directories D) Databases E) Periodicals Answer: D Explanation: D) Databases offer vast collections of searchable information, often in specific areas, such as business, law, science, technology, and education. Some libraries offer remote online access to some or all databases; for others, you need to visit in person. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 42) Which of the following would provide facts and statistics on counties, politics, and the labor force? A) Almanacs B) Business books C) Periodicals D) Databases E) Directories Answer: A Explanation: A) Almanacs are handy guides to factual and statistical information about countries, politics, the labor force, and so on. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

43) Which of the following is an advantage to working with a reference librarian when conducting research? A) They will conduct your research for you. B) They can access books and other printed material as well as databases. C) They can direct you to free online searches instead of subscription databases. D) They eliminate the need to cite materials. E) They are highly skilled in research strategies. Answer: E Explanation: E) Reference librarians are skilled in research strategies and can often help you locate obscure information you can't find on your own. They can also direct you to many sources of business information. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 44) Which of the following is a database where an organization can keep documents prepared on past research projects that might be helpful in current research efforts? A) Research and content managers B) Enterprise search engines C) Statistical publications D) Groupware E) Knowledge management systems Answer: E Explanation: E) Inside your company, you might be able to find a variety of documents prepared for other projects that offer helpful information. Be sure to ask whether your company has a knowledge management system or some other repository for research results. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

45) Which of the following might be essential to be aware of in order to accurately interpreting information found during the research process? A) Type of search engine used B) Potential bias C) Primary sources D) Objective and quality writing style E) Research priority and goals Answer: B Explanation: B) To interpret an organization's information, you need to know its point of view. Information from a source with a distinct point of view isn't necessarily bad, of course, but knowing this context is always helpful and sometimes essential for interpreting the information correctly. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 46) Which of the following is the process of using the same linguistic rules as a person would to encode and decode language? A) Correlation B) Causation C) Statistical analysis D) Natural language processing E) Metasearch Answer: D Explanation: D) Natural language processing applies the same linguistic rules and concepts that humans use to encode and decode language. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages

47) The difference between primary sources and secondary sources is that primary sources are those you create specifically for your project. Answer: TRUE Explanation: Secondary sources typically are published data sources (professional journals, periodicals, newspapers) that already exist and can be accessed. Primary sources involve you collecting data to answer specific research questions for your project. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 48) All important research information is now available online. Answer: FALSE Explanation: Public, corporate, and university libraries offer an enormous array of business books, databases, newspapers, periodicals, directories, almanacs, and government publications. Some of these printed sources provide information that is not available online, and some of the online sources provide information that is available by subscription. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 49) When using the Internet to conduct research, you can be reasonably sure that any information you find will be accurate. Answer: FALSE Explanation: When using the Internet, your basic assumption should be that the information you find is not particularly reliable. With care, however, you can locate official sources, such as the U.S. Department of Labor, and well-known sources, such as The Wall Street Journal, that you can rely on, as well as blogs and other websites. The key is to cross-reference any fact that seems dubious—if you can find it in a variety of reliable sources, it is likely to be credible. If you can find it only, for example, in a single blog it is likely not to be credible. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

50) Search engine results are often manipulated and ranked based on algorithms website owners use. Answer: TRUE Explanation: The most familiar search tools are general-purpose search engines, such as Google and Bing, which scan millions of websites to identify individual webpages that contain a specific word or phrase and then apply artificial intelligence and other techniques to rank the results based on relevancy or currency. Website owners use search engine optimization techniques to help boost their rankings in the results, but the ranking algorithms are kept secret to prevent unfair manipulation of the results. Difficulty: Moderate LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 51) Identify the advantage to seeking help from a reference librarian when conducting research. Answer: Public, corporate, and university libraries offer an enormous array of business books, databases, newspapers, periodicals, directories, almanacs, and government publications. Some of these printed sources provide information that is not available online, and some of the online sources provide information that is available by subscription. Don't assume that you can find everything you need through your own online research. Libraries are also where you'll find one of your most important resources: librarians. Reference librarians are skilled in research strategies and can often help you locate obscure information you can't find on your own. They can also direct you to many sources of business information. Also, many library websites now have a business portal, with links to helpful resources and advice on finding information. Difficulty: Difficult LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 52) Briefly explain the difference between primary research and secondary research. Answer: Primary research is new research conducted specifically for your current project. Secondary research involves consulting sources such as magazines, newspapers, public websites, books, and other reports to locate the results of research that's already been conducted. Difficulty: Difficult LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

53) What are some criteria you can use in evaluating the credibility of an information source? Answer: In evaluating the credibility of sources, it is important to determine whether the source has a reputation for honesty and reliability. You should also be sensitive to any potential bias in the source. Knowing the purpose of the source can help you decide whether it is appropriate for your project. You should also find out whether the author is credible and where he or she got the information included in the source. Another important issue is whether you can verify the material independently. You should also check to make sure that the material is current and complete, and that all claims are supported with evidence. Finally, it is important to see how well the source's claims stand up to scrutiny. Difficulty: Difficult LO: 13.2: Define secondary research, and explain how to evaluate, locate, and document information sources. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 54) Which of the following is one of the most common primary research methods for business writing? A) Observations B) Surveys C) Research reports D) Experiments E) Databases Answer: B Explanation: B) The two most common primary research methods for business writing are surveys and interviews, the focus of this section. Other primary techniques include observations and experiments, such as test-marketing a new product. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

55) Which of the following is an indication of the reliability of a survey? A) Participants respond in a similar manner. B) There is a sufficient number of participants. C) Repeating the survey would produce identical results. D) A representative population sample is used. E) The survey is adaptive. Answer: C Explanation: C) Surveys can provide invaluable insights on a wide variety of business topics, but they are useful only when they're reliable and valid. A survey is reliable if it produces identical results when repeated. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 56) Which of the following is an indication of the validity of a survey? A) It measures what it intended to measure. B) There is a sufficient number of representative participants. C) Identical results cannot be reproduced. D) A representative population sample is used. E) The survey is adaptive. Answer: A Explanation: A) A survey is valid if it measures what it's intended to measure. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 57) Which type of question is designed to solicit opinions and insights from the audience? A) Leading B) Open-ended C) Compound D) Closed E) Ambiguous Answer: B Explanation: B) Ask open-ended questions to solicit opinions, insights, and information. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 25 Copyright © 2021 Pearson Education, Inc.

58) Which of the following is a type of interview that allows a moderator to work through a series of discussion questions with a group? A) Focus group B) Cultural sampling C) Observations D) Experiments E) Adaptive surveys Answer: A Explanation: A) In addition to individual interviews, business researchers can also use a form of group interview known as the focus group. In this format, a moderator guides a group through a series of discussion questions while the rest of the research team members observe through a one-way mirror. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 59) If secondary research does not provide information needed, which of the following should be used? A) Primary research B) Experiments C) Closed-ended questions D) Focus groups E) Numerical data Answer: A Explanation: A) If secondary research can't provide the information and insights you need, your next choice is to gather the information yourself. This is the task of primary research, which is collecting data and information for the first time, rather than analyzing and reusing what other researchers have found. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

60) Which of the following should be used to elicit yes or no from a group? A) Indirect questions B) Closed-ended questions C) Open-ended questions D) Reflective questions E) Direct questions Answer: B Explanation: B) Open-ended questions solicit opinions, insights, and information. Closed-ended questions elicit specific answers, such as yes or no. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 61) Which of the following should be used to solicit responses within a predetermined range of answers? A) Indirect questions B) Open-ended questions C) Reflective questions D) Direct questions E) Closed-ended questions Answer: E Explanation: E) Closed-ended questions restrict the responses to a predetermined set or range of answers. Yes/no and multiple-choice questions are common examples of this category. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

62) When you're selecting people to participate in a survey, be sure to get a ________ of the population you want to survey. A) stratified sample B) representative sample C) large sample D) biased sample E) cohesive sample Answer: B Explanation: B) When selecting people to participate in a survey, the most critical task is getting a representative sample of the population in question. For instance, if you want to know how U.S. consumers feel about something, you can't just survey a few hundred people in a shopping mall. Different types of consumers shop at different times of the day and on different days of the week, and many consumers rarely, if ever, shop at malls. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 63) Which of the following indicates a survey does not represent the overall population? A) Validity B) Bias C) Leading D) Reliability E) Focus Answer: B Explanation: B) When selecting people to participate in a survey, the most critical task is getting a representative sample of the population in question. A survey that doesn't represent the overall population will suffer from sampling bias. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

64) An online survey is vulnerable to ________ because it captures only the opinions of those who visit the site and choose to complete the survey. A) sampling bias B) leading questions C) circular reasoning D) transactional dysfunction E) representative limits Answer: A Explanation: A) An online survey is susceptible to sampling bias because it captures only the opinions of those who visit the site and choose to participate, which might not be a representative sample of the population. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 65) Which of the following can be done to encourage people to answer a questionnaire? A) Keep the questionnaire as short as possible B) Allow them plenty of time to research their answers. C) Keep the questions open-ended. D) Provide a reward for correct answers. E) Allow them to take it home and study the questions before answering. Answer: A Explanation: A) Keep the questionnaire as short as possible, and let people know approximately how long it will take to complete. Unless you are offering some form of compensation, don't expect people to give you more than 5 or 10 minutes of their time. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

66) A disadvantage of using too many closed-ended questions in an interview is that they A) do not take full advantage of the interview format. B) allow important information to be revealed too early in the interview. C) diminish the interviewer's control over the interview. D) require detailed responses. E) become difficult to interpret. Answer: A Explanation: A) An interview format allows the researcher to probe a respondent's views in depth. Too many closed-ended questions put too narrow of a limit on how respondents can respond. Adding more open-ended questions takes advantage of the interview format, allowing a wide range of responses that truly reflect the attitudes and beliefs of the respondents. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 67) When conducting an information interview, it is a good idea to A) learn about the person you are interviewing ahead of time. B) stick to using just one type of question. C) save the most important questions for last. D) avoid making an appointment, since you don't want the subject to think ahead about answers. E) allow the person leading the interview to decide which topic are most important. Answer: A Explanation: A) The more you know about the person you will interview the better your interview will be. Take time to learn about your subject and develop interview questions that take advantage of what you learn. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 68) A survey is considered valid if it measures what it was intended to measure. Answer: TRUE Explanation: A survey is reliable if it produces identical results when repeated. A survey is valid if it measures what it's intended to measure. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

69) When selecting people to participate in a survey, the most critical task is getting a representative sample. Answer: TRUE Explanation: A survey that doesn't represent the overall population in question will suffer from sampling bias. Difficulty: Moderate LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 70) What is the difference between a reliable survey and a valid survey? Answer: A reliable survey produces identical results when repeated. A valid survey measures what it's intended to measure. Difficulty: Difficult LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Concept AACSB: Analytical thinking Learning Outcome: Find and evaluate data to support business messages 71) Discuss the advantages of face-to-face interviews and focus groups. Answer: Getting in-depth information straight from an expert or an individual concerned about an issue can be a great method for collecting primary information. Interviews can dig deeper than the "hands-off" approach of surveys, and skilled interviewers can also watch for nonverbal signals that provide additional insights. Face-to-face interviews give you the opportunity to gauge reactions to your questions and observe the nonverbal signals that accompany the answers, but interviews don't necessarily have to take place in person. For example, email interviews give subjects a chance to think through their responses thoroughly rather than rush to fit the time constraints of a face-to-face interview. Also, email interviews might be the only way you will be able to access some experts. In addition to individual interviews, business researchers can also use a form of group interview known as the focus group. In this format, a moderator guides a group through a series of discussion questions while the rest of the research team members observe through a one-way mirror. The key advantage of focus groups is the opportunity to learn from group dynamics as the various participants bounce ideas and questions off each other. Allowing a group to discuss topics and problems in this manner can uncover much richer information than can a series of individual interviews. Difficulty: Difficult LO: 13.3 Define primary research, and outline the steps involved in conducting surveys and interviews. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

72) Within the context of statistical analysis, the ________ is the midpoint of a series, with an equal number of items above and below. A) common denominator B) mean C) median D) mode E) average Answer: C Explanation: C) The median is the "middle of the road" or the midpoint of a series (with an equal number of items above and below). Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 73) Which of the following is the process of reproducing material from a source exactly as you found it? A) Summarizing B) Analyzing C) Paraphrasing D) Concluding E) Quoting Answer: E Explanation: E) Quoting a source means you reproduce the material exactly as you found it (giving full credit to the source, of course). Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 74) Which of the following is one of the advantages of paraphrasing a secondary source instead of using a direct quote? A) You can create a choppy feel in the writing. B) You can use vocabulary that the audience is more familiar with. C) You can mimic the tone of the original writer. D) You do not have to cite the source. E) You can more easily vary the tone of important sections. Answer: B Explanation: B) Paraphrasing helps you maintain consistent tone, present information using vocabulary more familiar to your audience, and avoid the choppy feel of too many quotations. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 32 Copyright © 2021 Pearson Education, Inc.

75) Which of the following is the number that occurs more often than any other in a sample? A) Median B) Correlation C) Mode D) Average E) Mean Answer: C Explanation: C) The mode is the number that occurs more often than any other in a sample. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 76) Which of the following indicates a correlation between two variables? A) The lack of a cause-and-effect linkage between two factors B) The sum of two items in a group C) The relationship between subsets of data for each item D) A simultaneous change in both variables E) A definite pattern over time Answer: D Explanation: D) A correlation is the simultaneous change in two variables you're measuring, such as customer satisfaction dropping when product reliability drops. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 77) Researchers, who are analyzing numeric data, look for ________ to identify definite patterns that repeat over time. A) trends B) causations C) correlations D) cross-differentiations E) means Answer: A Explanation: A) Trends are definite patterns taking place over time, including growth, decline, and cyclical trends that vary between growth and decline. By examining data over time, you can detect patterns and relationships that help you answer important questions. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 33 Copyright © 2021 Pearson Education, Inc.

78) Unlike a summary, paraphrasing A) restates the original material in your own words and with your own sentence structures. B) presents the gist of the original material in fewer words by eliminating some of the original words. C) does not require complete documentation of sources. D) is never acceptable in business documents. E) introduces a new, but related topic. Answer: A Explanation: A) Paraphrasing is much more of an interpretation of the original source than summarizing. To paraphrase you read or listen to the original, then write your impression and interpretation of what you heard in your own words. To summarize you simply rewrite the original in a much shorter, condensed form. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 79) ________ means you reproduce the material exactly as you found it, giving full credit to the source. A) Quoting B) Channeling C) Summarizing D) Paraphrasing E) Causation Answer: A Explanation: A) Quoting a source means reproducing the content exactly and indicating who created the information originally. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

80) When analyzing numerical data, which of the following is shown by the mean, or average? A) The midpoint in a series of numbers B) The numerical pattern indicated by the data set C) The number with the strongest cause-and-effect linkage D) The number that most often occurs in the data set E) The sum of all items divided by the number of items Answer: E Explanation: E) The mean (which is what most people refer to when they use the term "average") is the sum of all the items in the group divided by the number of items in that group. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 81) Because causation can be difficult to prove, what do researchers use to understand the relationships between subsets of data? A) Trends B) Mean averages C) Correlations D) Medians E) Cross-tabulation Answer: E Explanation: E) Eliminating all but one possible cause isn't always feasible, so you often have to apply careful judgment to correlations. Researchers frequently explore the relationships between subsets of data using a technique called cross-tabulation. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 82) Which of the following can be done to help minimize analysis errors in data sets? A) Avoid faulty comparisons B) Try to extract insights that justify the data C) Use visuals to manipulate that data to support your argument D) Use the data sets as a way to summarize E) Use specific numbers from the data sets when determining averages Answer: A Explanation: A) Even when your data points are accurate and your analysis is technically correct, it's still possible to misinterpret or misrepresent the results. Avoid faulty comparisons by making sure you compare "apples to apples" and not "apples to oranges," as the saying goes. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 35 Copyright © 2021 Pearson Education, Inc.

83) Which of the following is the cause-and-effect linkage between two factors, where one factor is the result of the other? A) Correlation B) Cross-tabulation C) Causation D) Comparison E) Trends Answer: C Explanation: C) Statistical measures and trends identify what is happening. To help you understand why those things are happening, look at causation—the cause-and-effect linkage between two factors, in which one of them causes the other to happen. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 84) When should a writer use direct quotes? A) The original language enhances the writer's argument. B) The writer is unsure of the meaning of the original language. C) The original language can easily be presented in the writer's own words. D) The writer wants a consistent tone. E) The writer wants to use words and phrases the audience will be familiar with. Answer: A Explanation: A) Use direct quotations when the original language will enhance your argument or when rewording the passage would reduce its impact. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

85) When considering statistical data, which of the following describes data that is not close to any other value and which might not reflect the true nature of the data? A) Trend B) Mode C) Correlation D) Faulty comparison E) Outlier Answer: E Explanation: E) An outlier is a value that is not close to any other in the data set. For example, the mean value of 9, 11, 12, and 156 is 47, which isn't close to any of the individual values and might not reflect the true nature of the data. The value of 156 in this case would be considered an outlier that warrants closer analysis. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 86) Paraphrasing does not require documentation of sources. Answer: FALSE Explanation: As with quotations or summaries, when you paraphrase a source, that source must be identified. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 87) The median value of a group is the sum of all the values in a series divided by the number of values in that group. Answer: FALSE Explanation: The median is the central value in the group that has as many values greater than itself as it has values that are less than itself. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

88) Because data and number sets are easy to manipulate, you must guard against misinterpretation of results. Answer: TRUE Explanation: Numbers are easy to manipulate with spreadsheets and other computer tools, so be sure to guard against computational errors and misinterpretation of results. Difficulty: Moderate LO: 13.4: Describe the major tasks involved in processing research results. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 89) Discuss ethical considerations when paraphrasing, quoting, and summarizing the work of others. Answer: All three approaches require careful attention to ethics. When quoting directly, take care not to distort the original intent of the material by quoting selectively or out of context. If an interview subject said, "This market could grow dramatically next year if we invest heavily in new products," using only "this market could grow dramatically next year" in a report would be unethical. When paraphrasing and summarizing, preserve the intended message of the original while expressing the ideas in your own words and sentences. Remember that the goal is to help your audience relate to material that supports your message. Double-check your writing to make sure you didn't subconsciously skew the other writer's message to fit your own needs. All three require complete documentation of sources. Difficulty: Difficult LO: 13.4: Describe the major tasks involved in processing research results. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Find and evaluate data to support business messages 90) How can you guard against mistakes and misinterpretations when using data sets? Answer: Numbers are easy to manipulate with spreadsheets and other computer tools, so be sure to guard against computational errors and misinterpretation of results. Double-check all calculations, and document the operation of any spreadsheets you plan to share with colleagues. Common spreadsheet mistakes to watch for include errors in math formulas, references to unintended cells in the spreadsheet, and failures to verify the specific operation of the spreadsheet's built-in math functions. Even when your data points are accurate and your analysis is technically correct, it's still possible to misinterpret or misrepresent the results. Avoid faulty comparisons. Don't push research results beyond their limits. The temptation to extract insights and assurances that aren't really there can be quite strong, particularly in situations of great uncertainty. Steer clear of misleading presentations. Even valid data can be presented in invalid ways (such as with distorted graphs), and it's your responsibility to make sure the visual presentation of your data is accurate. Difficulty: Difficult LO: 13.4: Describe the major tasks involved in processing research results. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 38 Copyright © 2021 Pearson Education, Inc.

91) Which of the following is an unbiased condensation of the information found during your research? A) Causation B) Summary C) Conclusion D) Recommendation E) Data set Answer: B Explanation: B) A research summary is an unbiased condensation of the information uncovered in your research. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 92) Which of the following must be used to make a recommendation credible? A) Primary data B) Knowledge management systems C) Logical analysis and sound conclusions D) Statistical analysis E) Correlations between the recommendation and the data Answer: C Explanation: C) To be credible, recommendations must be based on logical analysis and sound conclusions. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

93) A ________ is a logical interpretation of the facts and information in a report. A) recommendation B) problem statement C) conclusion D) trend analysis E) summary Answer: C Explanation: C) A conclusion is a logical interpretation of the facts and information in a report; a recommendation is a suggested course of action. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 94) A ________ is a set of technologies, policies, and procedures that can allow a company to capture and share information throughout the organization. A) statistical analysis B) desktop search protocol C) cross-departmental interchange D) knowledge management system E) metasearch engine Answer: D Explanation: D) Knowledge management systems help organizations share research results and other valuable information and insights. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

95) When drawing conclusions for a report, you should A) introduce new information that wasn't discussed in the report. B) suggest what the audience should do with the information. C) ignore information in the report that doesn't support your point of view. D) interpret your research results logically, based strictly on the information in your report. E) tell the reader exactly how to resolve the issue. Answer: D Explanation: D) Your conclusions must be logical, relevant, and based on evidence that you gathered in your research. Don't introduce any new information, yet don't ignore information in your report just because it doesn't support your conclusion. Don't expect all team members to reach the same conclusion, after examining the evidence. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 96) Unlike conclusions, recommendations A) suggest a clear course of action. B) interpret evidence. C) are always acceptable to readers. D) always come at the end of the report. E) are your opinion about findings from the research. Answer: A Explanation: A) A conclusion is an evaluation you make, based on your data. It does not specify a course of action. A recommendation, on the other hand, specifies a course of action, usually based on conclusions drawn from the research. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

97) The recommendations you make in a report should A) interpret the results of your research. B) not be limited by the report's conclusion. C) tell audience members what they want to hear. D) adequately describe the steps that come next. E) identify areas of research that support your opinion. Answer: D Explanation: D) Don't leave readers wondering what they need to do in order to act on your recommendation. For example, rather than saying, "Buy Stock A if the price drops," a much better recommendation would say, "Buy 100 shares of Stock A if the price drops below $10 per share." Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 98) Whereas a conclusion interprets information, a recommendation suggests what the audience should do about the information. Answer: TRUE Explanation: A conclusion interprets information, a recommendation suggests what to do about the information. Recommendations must be based on logical analysis and sound conclusions. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages 99) Internal blogs, social networks, or messaging systems are good mechanisms for sharing information within the organization. Answer: TRUE Explanation: Your company may have a formal knowledge management system where you are expected to archive research results, marketing plans, and other formal documents. Alternatively, an internal blog, social network, or messaging system might be a good mechanism for sharing and storing the information. Difficulty: Moderate LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Application AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

100) Discuss the area of focus for a summary in a research report. Answer: A research summary is an unbiased condensation of the information uncovered in your research. ("Summary" in this context means a summary of your entire research project, not just a summary of secondary source material.) Summaries should not include opinions, conclusions, or recommendations. Summarizing is not always a simple task, and your readers will judge your ability to separate significant issues from less-significant details. Identify the main idea and the key support points; separate them from details, examples, and other supporting evidence. Focus your efforts on your audience, highlighting the information that is most important to the person who assigned the project or to those who will be reading the report. Difficulty: Difficult LO: 13.5: Explain how to summarize research results and present conclusions and recommendations. Skill: Concept AACSB: Written and oral communication Learning Outcome: Find and evaluate data to support business messages

Business Communication Today, 15e (Bovee/Thill) Chapter 14 Planning Reports and Proposals 1) Which type of report offers data and facts without any analysis or recommendations? A) Proposals B) Informational C) Direct D) Analytical E) Persuasive Answer: B Explanation: B) Informational reports offer data, facts, feedback, and other types of information, without analysis or recommendations. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 2) Which of the following is the most common purpose of creating analytical reports and proposals? A) As a response to a perceived problem or opportunity B) To address predetermined needs of the organization C) To provide expected information in a predetermined format D) To monitor the response to progress of a corporate activity E) As part of a government compliance effort Answer: A Explanation: A) Analytical reports and proposals are almost always written in response to a perceived problem or a perceived opportunity. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

3) Which of the following steps will help ensure you produce good work on schedule? A) Identify the information the audience will be most interested in B) Know the goal of the report or proposal C) Determine the timeframe and scope of the project D) Carefully think out a work plan E) Gather relevant data before beginning Answer: D Explanation: D) Carefully thinking out a work plan is the best way to make sure you produce good work on schedule. By identifying all the tasks that must be performed, you ensure that nothing is overlooked. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 4) Which aspect of the formal work plan describes what you plan to accomplish and defines the boundaries of your work? A) Statement of the purpose and scope of your investigation B) Statement of the problem and opportunity C) Audience analysis D) Working outline E) Statement of the products or activities that will result from the investigation Answer: A Explanation: A) The purpose statement describes what you plan to accomplish and therefore also defines the boundaries of your work. Delineating which subjects you will cover and which you won't is especially important for complex investigations. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

5) Which of the following is a customized, highly summarized online presentation of business information and reports? A) A dashboard B) A working outline C) A formal work plan D) A statement of purpose E) An analytical report Answer: A Explanation: A) Executives in many corporations now expect to review many reports via their in-house intranets, sometimes in conjunction with an executive dashboard, a customized online presentation of highly summarized business information. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 6) If using the direct approach to organize a report or proposal, which of the following should be used to begin the report? A) Background information that created the issue B) A general outline as to how the report or proposal is structured C) Key findings and conclusions D) An indication of each main topic addressed E) A logical argument structure Answer: C Explanation: C) When an audience is likely to be receptive or at least open-minded, use the direct approach. Lead with a summary of your key findings, conclusions, recommendations, or proposal, whichever is relevant. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

7) When should you consider using the indirect approach for a report or proposal? A) When the message is exceptionally long B) When the audience will be most focused on recommendations C) When you wish to sound more forceful and confident D) When you wish to save the audience time E) When the audience is unsure about your credibility Answer: E Explanation: E) If the audience is unsure about your credibility or is not ready to accept your main idea without first seeing some reasoning or evidence, the indirect approach is a better choice because it gives you a chance to prove your points and gradually overcome audience reservations. Introduce your findings and provide supporting evidence and reasoning before presenting your conclusions and recommendations. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 8) How can informative headings in an outline help the collaborative writing process? A) By forcing you to think through specific content B) By identifying general content areas C) By introducing general topic areas D) By indicating the need for an indirect or direct approach E) By allowing writers to identify areas of expertise Answer: A Explanation: A) As you outline your content, use informative ("talking") headings rather than simple descriptive ("topical") headings. With a question or summary form, informative headings force you to really think through the content rather than simply identify the general topic area. Using informative headings also facilitates collaborative writing by reducing ambiguity about what each person needs to write Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

9) The ________ for a report describes why you are preparing the report. A) mission brief B) statement of purpose C) outcome forecast D) intention statement E) summary statement Answer: B Explanation: B) The statement of purpose defines why you are preparing the report. This addresses the problem or opportunity. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 10) In addition to offering information and analysis, ________ can also include recommendations. A) indirect reports B) analytical reports C) informational reports D) directive reports E) direct reports Answer: B Explanation: B) Analytical reports offer both information and analysis; they can also include recommendations. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 11) When you're preparing a formal work plan, include a ________ to clarify the issue you face. A) hypothesis B) problem statement C) statement of purpose D) goal analysis E) summary statement Answer: B Explanation: B) The problem statement clarifies the challenge you face, and the purpose statement describes what you plan to accomplish. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

12) The most useful way to phrase the purpose statement of a report is with A) complex language. B) an infinitive phrase. C) a controversial statement. D) jargon. E) definitive statements. Answer: B Explanation: B) Infinitive phrases such as "to identify," "to summarize," "to discover," etc. work well for purpose statements. For example, an analytical report might have the purpose statement: "To analyze sales data to see if the company met its quarterly goals." Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 13) When selecting the right medium for a report, A) you should choose the one that is most convenient. B) you should choose the one that is most economical. C) your decisions should reflect your audience's expectations. D) you should always consider presenting your report in writing first. E) you should choose the one that allows you to cut and paste data from other sources. Answer: C Explanation: C) The best medium for your report is largely based on your audience's preferences. If your audience expects a routine text document with no bells and whistles, then that is what you should give them. If your audience prefers to see graphs, charts, photos, and other visuals, you should provide those things for them. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

14) Compliance reports are generally required by A) parent companies. B) accounting departments. C) government regulators. D) marketing departments. E) customers. Answer: C Explanation: C) All businesses are required to demonstrate that they are in compliance with regulations and rules for their particular form of business. Since the government writes and administers the laws that businesses are required to follow, compliance reports are submitted to the government for examination. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 15) When adapting the three-step writing process to reports and proposals, when should you determine whether you need to launch a separate research project to collect necessary information? A) When organizing information B) When determining channel C) When the audience is skeptical D) When analyzing the situation E) When gathering information Answer: E Explanation: E) When gathering information, determine whether you need to launch a separate research project to collect the necessary information, or if you can reuse or adapt existing materials. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

16) When selecting the best combination of medium and channel, A) consider the need for commenting, revising, and distributing the message. B) clearly define your purpose for writing the message. C) determine whether a separate research project is needed to collect necessary information. D) use the indirect approach if your audience is likely to be receptive. E) use a work plan to determine the correct combination of choices. Answer: A Explanation: A) Base your decision for channel and medium on the audience expectations or requirements. Consider the need for commenting, revising, distributing, and storing. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 17) Which type of heading can be used to express the "you" attitude and subtly provide information to the audience? A) Direct B) Informative C) Leading D) Descriptive E) Informational Answer: B Explanation: B) Informative heading say something about each topic rather than simply identifying it. They don't seem to express the "you" attitude because they are all about the company, but in a subtle way they are audience-oriented. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 18) Why do proposals often take the indirect approach? A) To make the proposal as short as possible B) To incorporate more visual aids to enhance review C) To better incorporate the use of topical headings D) To increase efficiency and make the proposal easy to follow E) To enable the use of AIDA-style persuasion Answer: E Explanation: E) Proposals in particular often take the indirect approach to enable the use of AIDA-style persuasion. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 8 Copyright © 2021 Pearson Education, Inc.

19) Which of the following is an advantage to using a direct format for reports? A) You can directly prove your credibility and authority. B) Headings and subheading restate your main ideas. C) You can prove your points gradually. D) There are more options for channel and medium. E) It is efficient and easy to follow. Answer: E Explanation: E) The direct approach to reports is efficient and easy to follow, so use it whenever your audience is likely to be receptive or at least open-minded to what you have to say. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 20) When should you determine whether there might be a need to follow up after delivering a report or proposal? A) When outlining the information needed B) When gathering information C) When evaluating the results of the proposal D) When choosing channel and medium E) When organizing information Answer: C Explanation: C) A formal work plan guides the performance of all required tasks. Follow-up can be as simple as making sure people received the information they need or as complex as conducting additional research to evaluate the results of proposals included in your report. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 21) Which of the following requires a statement of purpose that is more comprehensive? A) Working outlines B) Informational reports C) Informational work plans D) Analytical reports E) Summaries Answer: D Explanation: D) A statement of purpose is more comprehensive in an analytical report than for an informational report. The statement of purpose influences the scope of the report. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 9 Copyright © 2021 Pearson Education, Inc.

22) Which of the following is an example of a descriptive, or topical, heading? A) What is The Nature of The Industry? B) Profit Margins Are Narrow C) Is The Industry Profitable? D) Industry Characteristics E) Flour Milling is A Mature Industry Answer: D Explanation: D) Descriptive heading simply identify a topic. Informative headings say something about each topic. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 23) Which of the following is an informational report used to identify customers and how to serve them? A) Progress report B) Marketing plan C) Operating report D) Personal activity report E) Strategic plan Answer: B Explanation: B) A marketing plan is a type of informational report that is used to identify customers and explain how the company will serve them. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 24) Which type of report is written to convey information on sales calls, conferences, trips, and other activities? A) Operating B) Personal activity C) Plans D) White papers E) Backgrounders Answer: B Explanation: B) Personal activity reports provide information regarding an individual's experiences during sales calls, industry conferences, market research trips, and other activities. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 10 Copyright © 2021 Pearson Education, Inc.

25) The statement of purpose for analytical reports will usually need to be more comprehensive than one for informational reports. Answer: TRUE Explanation: The writer will do more than merely collect data; he or she also will draw conclusions and/or make recommendations. Therefore, purpose statements for analytical reports must be more comprehensive than purpose statements for informational reports. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 26) A dashboard is a customized online presentation of highly summarized business information. Answer: TRUE Explanation: Executive dashboards are particularly helpful for accessing report content on mobile devices. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Application of knowledge Learning Outcome: Find and evaluate data to support business messages 27) List and describe the seven elements that usually are part of a formal work plan. Answer: (1) Statement of the problem or opportunity: This clarifies the problem you are addressing and helps you stay focused on the goal. (2) Statement of the purpose and scope of your investigation: This describes what you plan to accomplish and the boundaries of your work. It states what you will and will not cover. (3) Discussion of tasks to be accomplished: This includes the things to do, the amount of time needed for each task, the research necessary, and any constraints. (4) Description of any products that will result from your investigation: Sometimes this will consist only of the report. In other cases, there may be additional deliverables. (5) Review of the project assignments, schedules and resource requirements: Who will be responsible for what? When will tasks be completed? Who will coordinate the process? How much will it cost? (6) Plans for following up after delivering the report: Follow-up helps make sure that the information gets to the right people and shows you care about your work's effectiveness. (7) Working outline: This is an initial outline of the report you will produce. Difficulty: Difficult LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports

28) Describe several benefits of organizing business reports using the direct approach. Answer: The direct approach is the most popular and convenient format for business reports because it saves time and makes the report easy to follow. It produces a more forceful report, and you sound sure of yourself when you state your conclusions confidently at the outset. In some cases, however, that confidence may be misconstrued as arrogance. Depending on your relationship with your audience and on their probable reaction to your report, the indirect approach may be more appropriate. Difficulty: Difficult LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Analytical thinking Learning Outcome: Apply the writing process when writing business reports 29) Discuss the differences in information reports, analytical reports, and proposals. Answer: Reports are written accounts that objectively communicate information about some aspect of a business. Informational reports offer data, facts, feedback, and other types of information, without analysis or recommendations. Analytical reports offer both information and analysis and can also include recommendations. Proposals are a special category of reports that combine information delivery and persuasive communication. Difficulty: Moderate LO: 14.1: Adapt the three-step writing process to reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 30) A public corporation filing a quarterly tax report would be providing A) a progress report. B) a compliance report. C) a justification report. D) a periodic operating report. E) a personal activity report. Answer: B Explanation: B) Federal taxes are government rules that businesses and corporations must comply with. Therefore, a tax report is a type of compliance report. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Application AACSB: Analytical thinking Learning Outcome: Apply the writing process when writing business reports

31) Which category of informational reports establishes expectations and guidelines for future actions? A) Operating reports B) Plans C) Policy reports D) Position papers E) Compliance reports Answer: B Explanation: B) A plan is a comprehensive document that describes a company's mission, structure, objectives, and operations. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 32) Which category of reports includes an outline of an organization's official feelings on issues that will affect the company's success? A) Compliance papers B) Business plans C) Policy reports D) Position papers E) Topical plans Answer: D Explanation: D) Position papers, sometimes called white papers or backgrounders, outline an organization's official position on issues that affect the company's success. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

33) Which topical organizational strategy discusses advantages and disadvantages between two or more entities? A) Comparison B) Importance C) Sequence D) Chronology E) Category Answer: A Explanation: A) Comparison shows similarities and differences (or advantages and disadvantages) between two or more entities. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 34) When arranging an informational report to shows the steps in a process, which type of organizational strategy is being followed? A) Comparison B) Importance C) Sequence D) Category E) Chronology Answer: C Explanation: C) Reports organized by sequence show the steps or stages in a process or procedure. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

35) Which type of document describes a company's mission, objectives, structure, and operations? A) Topical report B) Compliance report C) Operating report D) Business plan E) Summary Answer: D Explanation: D) A business plan is a comprehensive document that describes a company's mission, structure, objectives, and operations. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 36) Which of the following would typically be found in the mission and objectives section of a business plan? A) The purpose and goals of the business B) The origins and structure of the venture, and the industry C) What distinguishes the business from the competition D) Projections on sales volume and market share, and how they will be achieved E) Facilities, equipment, and personnel Answer: A Explanation: A) A business plan is a comprehensive document that describes a company's mission, structure, objectives, and operations. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

37) Which of the following is a type of policy report used to implement policies and procedures? A) Monitoring reports B) Compliance reports C) Position papers D) Topical reports E) Category papers Answer: C Explanation: C) Reports to implement policies and procedures. Policy reports range from brief descriptions of business procedures to manuals that run dozens or hundreds of pages. Position papers, sometimes called white papers or backgrounders, outline an organization's official position on issues that affect the company's success. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 38) Which type of report is an annual tax report? A) Monitor B) Operating C) Activity D) Compliance E) Policy Answer: D Explanation: D) Even the smallest businesses are required to show that they are in compliance with government regulations of one sort or another. Some compliance reports, such as quarterly and annual tax reports, affect all businesses. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

39) Which type of topical organization would be used to explain a chain of events? A) Geographic B) Chronologic C) Order of importance D) Sequential E) Categorically Answer: B Explanation: B) Organizing by chronology means organizing based on a chain of events in order from oldest to newest or vice versa. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 40) Which of the following should be developed when a company wants to convince outsiders to invest in the firm? A) A compliance plan B) A control-and-monitor plan C) A business plan D) A policy report E) White papers Answer: C Explanation: C) Roughly speaking, business plans can be written during three separate phases of a company's life: (1) before the company is launched, when the founders are defining their vision of what the company will be; (2) when the company is seeking funding, in which case the business plan takes on a persuasive tone to convince outsiders that investing in the firm would be a profitable decision; and (3) after the company is up and running and the business plan serves as a monitor-and-control mechanism to make sure operations are staying on track. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

41) Which of the follow explains how investors can profit from investments in an organization? A) Design and development plans B) Operations plans C) Critical risks and problems D) Financial projections E) Exit strategies Answer: D Explanation: D) The section on financial projections explains how investors will be able to profit from their investment, such as through a public stock offering, sale of the company, or a buyback of the investors' interest. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 42) Which part of a business plan looks at significant factors that could affect the company negatively? A) Critical risks and problems B) Financial projections and requirements C) Design and development plans D) Operations plans E) Exit strategies Answer: A Explanation: A) A critical risks and problems section will identify significant negative factors and discuss them honestly. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

43) Which of the following would help a writer to build an informational report based on a number of arrangement patterns, such as geography, sequence, chronology, category, or importance? A) Talking B) Topical C) Demonstrative D) Representative E) White paper Answer: B Explanation: B) A topical organization is built around the content itself, using such arrangements as comparison, importance, sequence, chronology, geography, or category. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 44) As it relates to a formal business plan, the ________ defines how the company will generate revenue and produce a profit. A) marketing strategy B) business model C) action forecast D) financial projection E) white paper forecast Answer: B Explanation: B) The business model defines how a company will generate revenue and produce a profit by laying out the plans for business activity. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

45) All ________ are written in response to regulations of one sort or another. A) compliance reports B) operating reports C) white papers D) position papers E) marketing strategies Answer: A Explanation: A) Compliance reports collect data to make sure that the company is following government regulations of some type, such as tax laws or environmental regulations. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 46) When you're writing a business plan, you might include a ________ section to explain the purpose of your business and what you hope to accomplish. A) mission and objectives B) design C) products and services D) financial projections E) summary Answer: A Explanation: A) The mission and objectives section of a business plan explains the purpose of a business and what that business hopes to accomplish. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

47) Which of the following will help an investor understand how they can profit from their investment in an organization? A) Competitive analysis B) Key management summary C) Business model D) Critical risk analysis E) Exit strategy Answer: E Explanation: E) An exit strategy should explain how investors will be able to profit from their investment, such as through a public stock offering or a share of ongoing profits. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 48) When developing a comprehensive business plan, which section would discuss projections for income, expenses, cash flow and financing? A) Overall schedule B) Financial projections and requirements C) Critical risks and problems D) Operations plans E) Market and competition overview Answer: B Explanation: B) Include a detailed budget of start-up and operating costs, as well as projections for income, expenses, and cash flow for the first few years of business. Identify the company's financing needs and potential sources, if appropriate. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports

49) In which section of a comprehensive business plan would you determine your target market and the strengths and weaknesses of competitors? A) Products or services B) Market and competition C) Marketing strategy D) Design and development plans E) Operations plans Answer: B Explanation: B) Market and competition plans provide data that will persuade investors that you understand your target market and can achieve your sales goals. Be sure to identify the strengths and weaknesses of your competitors. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 50) Which of the following should be created and used as a monitor-and control mechanism to make sure operations are staying on track? A) Business model B) Compliance report C) Personal activity report D) Operations plan E) Business plan Answer: A Explanation: A) Roughly speaking, business plans can be written during three separate phases of a company's life: (1) before the company is launched, when the founders are defining their vision of what the company will be; (2) when the company is seeking funding, in which case the business plan takes on a persuasive tone to convince outsiders that investing in the firm would be a profitable decision; and (3) after the company is up and running and the business plan serves as a monitor-and-control mechanism to make sure operations are staying on track. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports

51) A report that indicates ongoing concerns and risks is considered to be a(n) A) business plan. B) report to document progress. C) summary. D) monitor and control report. E) operating report. Answer: B Explanation: B) Progress reports range from simple updates to comprehensive reports that include such elements as measured progress toward goals, comparisons of budgeted versus actual expenses, and lists of ongoing concerns and risks. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 52) Which topical organization arrangement can be used when organizing parts of a physical space by relative location? A) Importance B) Category C) Sequence D) Geography E) Spatial Answer: E Explanation: E) Spatial orientation is an organizational pattern that organizes parts of a physical space by their relative location. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 53) Plans provide feedback on a wide variety of an organization's functions. Answer: FALSE Explanation: Rather than providing feedback, plans establish expectations and guidelines to direct future action. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Reflective thinking Learning Outcome: Apply the writing process when writing business reports

54) Topical organization is rarely used when creating informational reports. Answer: FALSE Explanation: Most informational reports use a topical organization, arranging the material by topic in one of several ways. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 55) A company's mission statement, structure, and objectives can be found in its business plan. Answer: TRUE Explanation: A business plan is a comprehensive document that describes a company's mission, structure, objectives, and operations. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 56) Writing a regular business plan makes sense when a company transitions from a start-up to an ongoing operation. Answer: TRUE Explanation: If a company still needs to prove the viability of its business model or key product, the time it would take to write a full business plan might be better spent on getting the product or service operational and in front of customers in order to prove its viability. A regular business plan would make more sense after that, when the company needs to transition from start-up to ongoing operations. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

57) Which types of information should be included when writing a summary for a business plan? Answer: In one or two paragraphs, summarize your business concept, particularly the business model which defines how the company will generate revenue and produce a profit. The summary must be compelling, catching the investor's attention and giving him or her reasons to keep reading. Describe your product or service and its market potential. Highlight some things about your company and its leaders that will distinguish your firm from the competition. Summarize your financial projections and indicate how much money you will need from investors or lenders and where it will be spent. Difficulty: Moderate LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 58) Identify and describe seven ways to use topical organization when writing an informational report. Answer: Most informational reports use a topical organization, arranging the material by topic in one of the following ways: (1) Comparison shows similarities and differences (or advantages and disadvantages) between two or more entities; (2) Importance builds up from the least important item to the most important (or from most important to the least, if you don't think your audience will read the entire report); (3) Sequence organizes the steps or stages in a process or procedure; (4) Spatial orientation organizes parts of a physical space by relative location; (5) Chronology organizes a chain of events in order from oldest to newest or vice versa; (6) Geography uses organization based on region, city, state, country, or other geographic unit; and (7) Category groups information by topical category, such as sales, profit, cost, or investment. Difficulty: Difficult LO: 14.2: List the options for organizing informational reports, and identify the key parts of a business plan. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

59) A ________ is written to find evidence that a decision was correct given the circumstances at the time. A) project proposal B) progress report C) compliance report D) justification report E) strategy analysis Answer: D Explanation: D) A justification report is prepared after a decision has been made. A justification report seeks to find evidence that the decision already made was correct, given the circumstances at the time. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 60) Which type of report is used to consider potential threats and opportunities to judge the likelihood of success when launching new products? A) Troubleshooting B) Feasibility C) Market analysis D) Failure analysis E) Due diligence Answer: C Explanation: C) Market analysis reports are used to judge the likelihood of success for new products or sales initiatives by identifying potential opportunities as well as competitive threats and other risks. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

61) Which type of problem-solving report should be used to study negative events that happened in the past so they are not repeated? A) Justification B) Due diligence C) Market analysis D) Failure analysis E) Feasibility Answer: D Explanation: D) Managers often assign troubleshooting reports when they need to understand why something isn't working properly and what can be done to fix the situation. A variation, the failure analysis report, studies events that happened in the past with the hope of learning how to avoid similar failures in the future. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 62) Which of the following is one of the reasons analytical reports are more challenging to write than informational reports? A) You need to ensure your analysis is complete. B) You will have to find and define the problem or opportunity yourself. C) Most readers will not be interested in reading about problems. D) There must be a strong hypothesis established in order to begin the writing process. E) You must present conclusions to problems in addition to informational summaries. Answer: E Explanation: E) You're doing more than simply delivering information when writing an analytical report. You're also analyzing a problem or an opportunity and presenting your conclusions. The best writing in the world can't compensate for flawed analysis. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

63) Which of the following is a method of dividing a complex problem into a series of logical, connected questions? A) Problem factoring B) Forming a hypothesis C) 2 + 2 approach D) Market analysis E) Due diligence Answer: A Explanation: A) An effective way to tackle a complex problem is to divide it into a series of logical, connected questions, a process sometimes called problem factoring. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 64) Which of the following is the process of examining financial aspects of a proposed decision in an analytical report? A) Troubleshooting B) Feasibility reporting C) Due diligence D) Failure analysis E) Market analysis Answer: C Explanation: C) Due diligence reports examine the financial aspects of a proposed decision, such as acquiring another company. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 65) Which of the following is developed based on speculation about the cause of a problem? A) A hypothesis B) Problem factoring C) A yardstick solution D) A feasibility report E) Failure analysis Answer: A Explanation: A) When you speculate on the cause of a problem, you're forming a hypothesis, a potential explanation that needs to be tested. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 28 Copyright © 2021 Pearson Education, Inc.

66) Which of the following is an advantage to focusing on conclusions or recommendations in an analytical report? A) The report will be longer and include more detail. B) The readers will agree on criteria for each alternative. C) Readers will quickly grasp what the conclusions or recommendations do. D) All criteria used in the decision-making process are fully explained. E) It puts a hostile or skeptical audience at ease. Answer: C Explanation: C) The advantage of focusing on conclusions or recommendations when readers are likely to accept your information is that the reader will quickly understand what the conclusions and recommendations can do. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 67) How can you ensure your recommendations are ethical when they involve risk? A) Clearly address each risk inherent in the recommendations B) Specifically identify the potential benefit tied to the risks C) Use a matrix approach to allow the audience to see the logic of the recommendations D) Use logic to guide the audience toward the responses you want them to choose E) Include only the technical criteria used to evaluate each possible solution Answer: A Explanation: A) If your recommendation carries any risks, be sure to clearly address them. Doing so not only makes your report more ethical but also offers you some protection in the event that your recommendation is implemented but doesn't work out as you had hoped. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

68) Analytical reports for skeptical audiences should generally follow the ________ approach. A) direct B) indirect C) feasibility report D) unsolicited proposal E) persuasive Answer: B Explanation: B) When the audience is hostile or skeptical, you need to build a case to convince the audience to accept your conclusions. The indirect approach uses logic and evidence to lead the audience to a conclusion gradually, which allows time for ideas to be considered and accepted. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 69) One potential drawback of focusing immediately on conclusions in a report is that you may A) reveal information that is not inappropriate for the report. B) make the topic seem too simple. C) have new ideas that cannot be introduced later. D) eliminate the need to read the report. E) make the report longer and more difficult to write. Answer: B Explanation: B) An immediate focus on conclusions can make your report sound as if you didn't consider all of the options. This is the risk you run of using the direct approach—the impression that your conclusions are oversimplified. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

70) A report focused on recommendations should A) first establish or verify the need for action. B) not include conclusions. C) avoid mentioning any potential risks. D) outline costs, but not in detail. E) begin with a summary of the issues. Answer: A Explanation: A) Recommendations must specify some kind of action. In some cases, such as when circumstances are murky or unclear, it is best not to take action. If you are going to make recommendations, you must first make your case that the situation actually requires action. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 71) If the audience for your report is likely to accept what you have to say, focus on A) the logical arguments in your report. B) your conclusions and recommendations. C) the benchmarks used to compile your results. D) the criteria used in your decision-making process. E) using the yardstick approach to prove your central message. Answer: B Explanation: B) When you expect your audience to agree with you, be direct and focus on your conclusions and recommendations. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 72) If your readers will want to know what they ought to do in a given situation, then your report should focus on A) the conclusions. B) improving the writing process. C) the recommendations. D) verifying sources of information. E) establishing your credentials. Answer: C Explanation: C) When your readers will want to know what you think they should do, organize your report to focus on recommendations. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 31 Copyright © 2021 Pearson Education, Inc.

73) Unlike reports focused on conclusions or recommendations, reports focusing on logical arguments A) use an indirect approach. B) are not very convincing. C) emphasize the positive. D) do not include outside evidence. E) focus on creating a strong introduction and summary. Answer: A Explanation: A) If the report focuses on logical arguments, you are putting all of your effort into building a case that your audience will accept. Whenever you build a case rather than state things up front, you are using an indirect approach. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 74) The 2 + 2 = 4 approach A) generally works only with lengthy, non-routine reports. B) demonstrates your point of view adds up to a conclusion. C) is far more complicated than any other organizational strategy. D) is the most appropriate approach for any business report. E) allows the writer to open with a summary of their research. Answer: B Explanation: B) In the 2 + 2 = 4 approach, your goal is to show how everything adds up to a single conclusion or plan of action. If this approach seems like it can work, it is the first thing to try when you need a logical argument strategy. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

75) Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers. A) 2 + 2 = 4 B) yardstick C) direct D) hypothetical E) persuasive Answer: A Explanation: A) Because of its natural feel and versatility, the 2 + 2 = 4 approach is an effective and efficient way to develop an analytical report for skeptical readers, so try this structure first. You'll find that many business situations lend themselves nicely to this pattern of logical argumentation. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 76) One drawback of using the yardstick approach to structure business reports is that A) you must discuss all the alternatives, even if many of them turn out to be irrelevant and/or unproductive. B) this approach is generally considered old-fashioned. C) it forces you to ignore the fact that the problem may have multiple causes. D) it is impractical in most business settings. E) it is easier for the audience to skim, and they might miss critical information. Answer: A Explanation: A) The yardstick approach works well when options are limited. When you have a large number of options, going through the yardstick process can be tedious and timeconsuming, as each option needs to be evaluated. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

77) A ________ studies events that happened in the past, with the hope of learning how to avoid similar failures in the future. A) market analysis report B) due diligence report C) failure-analysis report D) feasibility report E) baseline report Answer: C Explanation: C) A failure analysis report is an attempt to learn from mistakes. If the mistakes are examined, the company can learn to avoid the same kind of mistakes in the future. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 78) When you speculate about the cause of a problem, you are forming a ________, a potential explanation that needs to be tested. A) hypothesis B) yardstick measurement C) justification base D) feasibility study E) direct analysis Answer: A Explanation: A) A hypothesis is a working explanation for a problem that can be tested. The ability to test is the key to a true hypothesis. You may suspect, for example, that X causes Y, but you do not have a true hypothesis unless you can actually test to see if X causes Y. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

79) If you expect your audience to disagree with you, use the 2 + 2 = 4 approach or the yardstick approach to focus on A) logical arguments. B) conclusions. C) recommendations. D) feelings and opinions. E) opinions from industry experts. Answer: A Explanation: A) If your audience will be hostile or skeptical, use the 2 + 2 = 4 approach or the yardstick approach to guide them along a logical path to your conclusions or recommendations. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 80) The ________ is useful when you need to use a number of criteria to evaluate one or more possible solutions. A) 2 + 2 = 4 approach B) feasibility approach C) yardstick approach D) justification approach E) matrix approach Answer: C Explanation: C) When using the yardstick approach to problem solving, you will evaluate potential solutions against predetermined standards or criteria. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

81) Which of the following minimizes the repetition of the yardstick approach when you have many options to consider? A) Highlight the most unusual aspects of each alternative B) Use different yardsticks for each category of alternatives C) Incorporate the 2 + 2 approach to options D) Redefine the criteria you plan to use E) Compare options in a table Answer: E Explanation: E) One way to minimize repetition is to compare the options in tables and then highlight the most unusual or important aspects of each alternative in the text so that you get the best of both worlds. This approach allows you to compare all the alternatives against the same yardstick while calling attention to the most significant differences among them. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 82) When using a direct approach, which of the following can be done to add emphasis to your recommendations? A) Include procedures needed to reduce cost B) Incorporate the yardstick approach C) Start with conclusions D) Use action verbs E) Simplify the situation Answer: D Explanation: D) Unfold your recommendations using a series of five steps that include listing the steps required to achieve a benefit, using action verbs for emphasis. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

83) Which of the following will help reinforce your objectivity and credibility when advocating for a specific option or outcome? A) Include a table of comparisons B) Offer a series of hypotheses that have been eliminated based on research C) Show the readers you have objectively explored other options as well D) Provide an analysis of each option using the yardstick approach E) Include a separate feasibility report Answer: C Explanation: C) Even if advocating one position is appropriate in the circumstances, your readers will expect you to have considered the other options so that you can help them understand why your answer is preferred. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 84) Which of the following is an advantage subdividing a problem and forming hypotheses based on available evidence when tackling a complex situation? A) You can better determine whether you are advocating one particular thought or need to explore all options. B) You will have a clear picture of the problem or opportunity and can determine the best structure for your report. C) You will be able to spend less time explaining to readers why your answer is preferred. D) You can organize the report based on conclusions and recommendations instead of a logical argument. E) You will have a list of criteria to measure all alternatives against. Answer: B Explanation: B) By subdividing a problem and forming hypotheses based on available evidence, you can tackle even the most complex situations. With a clear picture of the problem or opportunity in mind, you're ready to consider the best structure for your report. Difficulty: Difficult LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

85) Which of the following can be used to help determine cause-and-effect relationships among issues? A) Problem factoring B) Yardsticks C) Hypothesis development D) Scope of discussion E) Failure analysis Answer: A Explanation: A) One effective way to tackle a complex problem is to divide it into a series of logical, connected questions, a process called problem factoring. You use the available evidence to organize your investigation and to start a search for cause-and-effect relationships. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 86) Due diligence reports are reports to assess opportunities. Answer: TRUE Explanation: Reports to assess opportunities are used to show the degree of risk and the variety of decisions and actions in order to capitalize on the opportunity. Due diligence reports examine the financial aspects of a proposed decision, such as acquiring another company. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals 87) The purpose of analytical reports is to think through a problem or opportunity and explain how it affects and organization. Answer: TRUE Explanation: The purpose of analytical reports is to analyze, to understand, or to explain—to think through a problem or an opportunity and explain how it affects an organization and how the organization should respond. Difficulty: Moderate LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Apply the writing process when writing business proposals

88) Discuss the three categories of analytical reports. Answer: The purpose of analytical reports is to analyze, to understand, or to explain a problem or an opportunity and figure out how it affects the company and how the company should respond. First, there are reports to assess opportunities. Every business opportunity carries some degree of risk and also requires a variety of decisions and actions in order to capitalize on an opportunity. For instance, market analysis reports are used to judge the likelihood of success for new products or sales initiatives by identifying potential opportunities as well as competitive threats and other risks. Due diligence reports examine the financial aspects of a proposed decision, such as acquiring another company. Second, there are reports to solve problems. Managers often assign troubleshooting reports when they need to understand why something isn't working properly and what can be done to fix the situation. A variation, the failure analysis report, studies events that happened in the past with the hope of learning how to avoid similar failures in the future. Third are reports to support decisions. Feasibility reports are called for when managers need to explore the ramifications of a decision they're about to make (such as replacing an advertising agency or switching materials used in a manufacturing process). Justification reports justify a decision that has already been made. Difficulty: Difficult LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 89) Why are analytical reports more challenging to write than informational reports? Answer: Writing analytical reports presents a greater challenge than writing informational reports, for three reasons. First, you're doing more than simply delivering information; you're also analyzing a problem or an opportunity and presenting your conclusions. The best writing in the world can't compensate for flawed analysis. Second, when your analysis is complete, you need to present your thinking in a credible manner. Third, analytical reports often convince other people to make significant financial and personnel decisions, so your reports carry the added responsibility of the consequences of these decisions. Moreover, if you're the only person who thinks a particular issue is a problem, your readers won't be interested in your solution unless your report first convinces them that a problem exists. As with marketing and sales messages, sometimes you need to "sell the problem" before you can sell the solution. Difficulty: Difficult LO: 14.3: Discuss three major ways to organize analytical reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

90) Which of the following types of proposals are generally prepared at the request of an external party that requires a product or service? A) Grant B) Solicited C) Unsolicited D) Sales E) Internal Answer: B Explanation: B) Solicited proposals are generally prepared at the request of external parties that require a product or a service, but they may also be requested by such internal sources as management or the board of directors. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 91) Which of the following is the most significant factor to consider when planning a proposal for a client or customer? A) If the government will have access to the proposal B) Whether the proposal is internal or external C) Whether the recipient asked you to submit the proposal D) What type of good or service the proposal identifies E) Who the deciding manager will be Answer: C Explanation: C) The most significant factor in planning any proposal is whether the intended recipient has asked you to submit a proposal. If the report is unsolicited, you will need to add information to show why your report is needed. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

92) A ________ suggests an individualized solution for a potential customer and requests a purchase decision. A) grant proposal B) sales proposal C) solicited proposal D) project proposal E) justification proposal Answer: B Explanation: B) Sales proposals suggest individualized solutions for potential customers and request purchase decisions. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 93) If you're writing an unsolicited proposal, you may have to A) convince readers that a problem exists that must be addressed. B) analyze the client's business in light of the competition. C) include an RFP. D) focus on logical reason you initiated the proposal. E) explain why your organization is the most capable of solving the problem. Answer: A Explanation: A) In some cases, the party receiving the proposal is aware of the problem. For example, a business with obvious roof damage knows that the roof needs repair. In other cases, the party receiving the proposal may not be aware of its problem. In that case, the company submitting the proposal needs to first identify the problem (e.g., your roof has clear signs of structural damage that you may not see) and then convince the owner of the building that it has the right solution to the problem. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

94) ________ are initiated by a company that is trying to obtain business, without a specific request from a client. A) Internal proposals B) External proposals C) Unsolicited proposals D) Solicited proposals E) White paper proposals Answer: C Explanation: C) Unsolicited proposals are created by an organization that wants to obtain business or funding but that hasn't received a specific bid invitation from a potential client or investor. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 95) In the workplace, a formal invitation to bid on a contract is called a A) business offering. B) request for proposals. C) bid requisition. D) project invitation. E) white paper. Answer: B Explanation: B) When organizations require complex products, services, or systems, they often prepare a formal invitation to bid on the contract, called a request for proposals (RFP). Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

96) Which of the following is a benefit to using the AIDA model when writing an unsolicited proposal? A) You will not have to convince the reader a problem exists. B) You grab the reader's attention quickly. C) You can use the direct format to convince the reader to resolve a problem. D) The document will be short and based on evidence. E) There will less need to incorporate evidence. Answer: B Explanation: B) Follow the AIDA model or a similar approach to grab the reader's attention quickly. For an external proposal, for instance, you might start off with an attention-getter such as "In working with other companies in your industry, our productivity specialists were able to reduce their operating costs by as much as 15 percent." Then, to convince the reader that you can back up that claim, present your solution in a logical fashion, with solid evidence, leading up to a request for a decision. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 97) The primary purpose of an internal proposal is either to request funds and management support for new projects or to obtain permission to take action on specific projects. Answer: TRUE Explanation: Internal reports typically request decision makers to approve new plans or resources to support existing plans or operations. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 98) Unsolicited proposals may be written to an audience who is unaware they have a problem. Answer: TRUE Explanation: Unsolicited proposals differ from solicited proposals in another important respect: Your audience may not be aware of the problem you are addressing, so your proposal must first convince readers that a problem or an opportunity exists before and that it is significant enough to warrant action. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

99) How do unsolicited proposals differ from solicited proposals? Answer: Unsolicited proposals differ from solicited proposals in an important respect: Your audience may not be aware of the problem you are addressing, so your proposal must first convince readers that a problem or an opportunity exists before convincing them you can address it. Thus, unsolicited proposals generally spend considerable time explaining why readers should take action and convincing them of the benefits of doing so. With virtually any proposal, keep in mind that you are always competing for something—money, time, management attention, and so on. Even if yours is the only proposal on the table, you are still competing with all the other choices your audience members could make with their time, money, and attention. Difficulty: Moderate LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 100) How can you determine the best structure for writing a proposal? Answer: Your choice of structure for proposals depends on whether the proposal is solicited and whether you expect readers to be receptive to your specific recommendation. In general, your audience is likely to be more receptive with solicited proposals because the problem and the solution have already been identified. Submit your proposal for the solution specified in the RFP and structure the proposal using the direct approach to focus on your recommendation. As soon as possible within the constraints of the RFP requirements, identify why your solution is unique and deserves close consideration. Depending on the circumstances and your relationship with the recipient, the indirect approach is often better for unsolicited proposals. When writing unsolicited proposals, you must first convince the audience that a problem exists and establish your credibility if you are unknown to the reader. At the same time, you need to give the reader a compelling reason to keep reading a document that he or she didn't request. Follow the AIDA model or a similar approach to grab the reader's attention quickly. Difficulty: Difficult LO: 14.4: Explain how to choose an organizational strategy when writing a proposal. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

Business Communication Today, 15e (Bovee/Thill) Chapter 15 Writing and Completing Reports and Proposals 1) Which of the following will help a reader navigate a document more easily? A) Visual aids B) A formal tone C) An introduction D) A summary E) Headings Answer: E Explanation: E) If you want readers to understand and accept your message, help them navigate your document by using headings and links, smooth transitions, and previews and reviews. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 2) Which of the following is one of the advantages of using headings in a report? A) They identify the framework of a report. B) They eliminate relationships between subordinate and main ideas. C) They indicate the importance of preview sections. D) They eliminate the need for review sections. E) They minimize style and tone effects. Answer: A Explanation: A) Headings improve a document's readability and are helpful to the reader to identify the organization of the report. They are especially useful for identifying the framework of a report. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

3) Which of the following can be used to visually indicate shifts from one idea to the next? A) Paragraphs B) Headings C) Charts D) Tables E) Bulleted lists Answer: B Explanation: B) Headings visually indicate shifts from one idea to the next and when used in a combination of levels, they help readers see the relationship between subordinate and main ideas. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 4) When incorporating complex information into a report, how can you help prepare the reader for the new information? A) Avoid transitions B) Use third level headings C) Add links to additional information D) Include review sections E) Include preview sections Answer: E Explanation: E) Preview sections introduce important topics by helping readers get ready for new information; they are particularly helpful when the information is complex, unexpected, or unfamiliar. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

5) Which of the following can be used to help readers absorb details of complex information while keeping track of the goal of the report? A) Review sections B) Headings C) Transitions D) Preview sections E) White space Answer: A Explanation: A) Review sections come after a body of material and summarize the information just covered. They help readers absorb details while keeping track of the big picture. Long reports and those dealing with complex subjects can often benefit from multiple review sections, one at the end of every major subject block, as well as a more comprehensive review at the very end of a document. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 6) When is a more formal tone appropriate for an internal audience? A) When the report is short B) When you have already established your credibility C) When you are using online tools to send the message D) When the topic is complex or controversial E) When you do not use preview or review sections Answer: D Explanation: D) A more formal tone is usually appropriate for longer reports, especially those that deal with controversial or complex information. You'll also want to 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 Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

7) Which of the following can create a message that is formal, businesslike, and unemotional? A) Use colorful, descriptive language B) Incorporate a passive voice C) Add similes to aid explanation D) Avoid using a journalistic writing style E) Eliminate words such as "you" and "I" Answer: E Explanation: E) If the situation calls for a more formal tone, use the impersonal journalism style, eliminating all references to "you" and "I" (including "we," "us," and "our"). Your tone is not only objective but also businesslike and unemotional. Be careful to avoid jokes and minimize the use of similes, metaphors, and overly colorful language. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 8) If you're writing a formal business report, you should A) use the impersonal journalism style. B) rely on first- and second-person pronouns. C) focus on similes, metaphors, and colorful language. D) use questions to engage your audience. E) use colorful language to add interest. Answer: A Explanation: A) To create a formal tone, use the impersonal journalism style: avoid first-person and second-person pronouns, figurative or colorful language, and contractions. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 9) When writing business reports for outsiders (such as customers or suppliers), it is best to A) use a more formal tone than you would for an internal audience. B) use a less formal tone than you would for an internal audience. C) avoid the use of headings, transitions, previews, and reviews. D) incorporate idioms, acronyms, and jargon. E) start the report by explaining why they need your help. Answer: A Explanation: A) Use a more formal tone when your report will be sent outside your company to customers, suppliers, or community members. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 4 Copyright © 2021 Pearson Education, Inc.

10) Transitions A) connect ideas by helping readers move from one thought to the next. B) should be removed from written material to make it more concise. C) are essential to analytical reports but unnecessary in informational reports. D) aren't necessary in a report that uses a system of headings and subheadings. E) help summarize key ideas for the reader. Answer: A Explanation: A) Effective transitions help readers summarize and remember what they've read, and they give readers a mental framework for processing new information. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 11) Which of the following can be used as one method of creating an effective transition? A) Replacing key words B) Incorporating bullet points C) Using a transitional paragraph. D) Including the transition only in the major sections E) Citing information from a study Answer: C Explanation: C) A transition can be a word, a phrase, a sentence, or an entire paragraph. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 12) When incorporating review sections in a report, A) always write them in narrative form. B) use multiple review sections if the report is long and complex. C) introduce new facts and information to support the review points. D) avoid headings and subheadings. E) avoid restating technical information found in the report. Answer: B Explanation: B) A review section restates the conclusions drawn earlier in the document to make sure the audience clearly understands your main points. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

13) Why is it important to be sensitive to the audience's needs when writing reports and proposals? A) To keep the report or proposal as short as possible B) To eliminate the need to establish credibility in the opening sections C) To utilize a more informal, conversational tone D) To be able to eliminate the summary section E) To ensure informational needs are met Answer: E Explanation: E) Various audience members can have widely different information needs. For instance, if you're reporting on the results of a customer satisfaction survey, the service manager might want every detail, whereas the president might want only a top-level summary. With previews, summaries, appendixes, and other elements, you can meet the needs of a diverse audience. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 14) Which of the following can be used to help establish credibility in the audience's mind? A) Documented sources of research B) A formal style and tone C) Lengthy and specific summary sections D) The table of contents E) Avoiding controversial information Answer: A Explanation: A) To establish or confirm your credibility in the audience's mind, research all sides of your topic and document your findings with reliable sources. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

15) Which of the following best explains why it is important to use headings, previews, and reviews? A) A more formal tone can be established. B) Readers might not read the entire document. C) There will be less need to establish credibility. D) A passive voice can be used. E) Readers can forward appropriate sections to team members. Answer: B Explanation: B) Today's readers often lack the time or the inclination to plow through long reports page by page or screen by screen. They typically want to browse quickly, find a section of interest, dive in for details, browse for another section, and so on. If you want readers to understand and accept your message, help them navigate your document by using headings and links, smooth transitions, and previews and reviews. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 16) Which of the following help readers summarize and remember what they have read while giving them a mental framework to process new information? A) Headings B) Documented sources C) Transitions D) Previews E) Reviews Answer: C Explanation: C) Effective transitions such as these can help readers summarize and remember what they've learned so far while giving them a mental framework to process new information. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

17) Which of the following can help a document's readability by adding white space to the document design? A) Using fewer but longer paragraphs B) Incorporating third level headings C) Replacing visual aids with descriptive paragraphs D) Using bullets in the preview and review sections E) Citing sources at the bottom of each page Answer: D Explanation: D) Previews and reviews can be written in sentence format, in bulleted lists, or using a combination of the two. Both are effective, but bullets can increase your document's readability by adding white space to the document design. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 18) Building a strong relationship with the reader of your reports begins with the planning process. Answer: TRUE Explanation: Building relationships with your readers starts with planning how to adapt your style and language to meet their needs and expectations. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 19) In order to set a formal tone in a report, include first-person and second-person pronouns in your writing. Answer: FALSE Explanation: If the situation calls for a more formal tone in a report, use the impersonal journalism style, eliminating all references to "you" and "I" (including "we," "us," and "our"). Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

20) Previews and reviews can be written in sentence formats or in bulleted lists, but bulleted lists can increase the document's readability. Answer: TRUE Explanation: Previews and reviews can be written in sentence format, in bulleted lists, or using a combination of the two. Both are effective, but bullets can increase your document's readability by adding white space to the document design. Difficulty: Moderate LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 21) List three ways to increase the formality of business reports. Answer: To make a report more formal, use the impersonal journalism style, eliminating all references to "you" and "I" (including "we," "us," and "our"). Be careful to avoid jokes, similes, and metaphors, and try to minimize the use of colorful adjectives or adverbs. Difficulty: Difficult LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 22) Discuss the value of using headings in reports and proposals. Answer: Headings improve a document's readability and are especially useful for identifying the framework of a report. They also visually indicate shifts from one idea to the next and when used in a combination of levels, help readers see the relationship between subordinate and main ideas. In addition, busy readers can quickly understand the gist of a document simply by scanning the headings. In online reports, headings serve all these functions, plus they can be used to provide links to other sections and other websites. Difficulty: Difficult LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

23) How do transitions help a reader move through sections of a report? Answer: Transitions help readers move from one section of a report to the next and from key point to key point within sections. Transitions can be words, sentences, or complete paragraphs. Phrases such as "As you can see" alert readers to the fact that they are reading a summary of the information just presented. The phrase "this decline in profits" refers to the previous paragraph, to let readers know that the text will be saying something else about that topic. The words "first," "second," and "third" help readers stay on track as the three alternatives are introduced, and the word "however" alerts readers to the fact that evaluating the three alternatives requires some additional discussion. Effective transitions such as these can help readers summarize and remember what they've learned so far while giving them a mental framework to process new information. Difficulty: Difficult LO: 15.1: Explain how to adapt to your audiences when writing reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 24) Which section of a report helps the reader understand the context of the report by tying it to a business problem or an assignment? A) Conclusion B) Recommendations C) Summary D) Body E) Introduction Answer: E Explanation: E) At a minimum, an effective introduction accomplishes these four tasks: It helps the reader understand the context of the report by tying it to a problem or an assignment. It introduces the subject matter and indicates why it is important. It previews the main idea (if you're using the direct approach), and it establishes the tone and the writer's relationship with the audience. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

25) Which section of a report presents and interprets information gathered during an investigation? A) Headings B) Review C) Close D) Body E) Introduction Answer: D Explanation: D) The body presents, analyzes, and interprets the information gathered during your investigation and supports your recommendations or conclusions. The length and content of the body can vary widely based on the subject matter. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 26) Which of the following is one of the functions of the close of a report? A) It indicates why the subject matter is important. B) It interprets data. C) It supports your recommendations. D) It analyzes information gathered during research. E) It summarizes key points. Answer: E Explanation: E) The close has three important functions. It summarizes your key points. It emphasizes the benefits to the reader if the document suggests a change or some other course of action. It brings all the action items together in one place. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

27) Which section of a report is used to support conclusions and recommendations by analyzing and interpreting information? A) Transition B) Review C) Close D) Body E) Introduction Answer: D Explanation: D) The body presents, analyzes, and interprets the information gathered during your investigation and supports your recommendations or conclusions. The length and content of the body can vary widely based on the subject matter. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 28) In which section of a report should all action items be brought together? A) Transition B) Preview C) Close D) Body E) Introduction Answer: C Explanation: C) The close has three important functions. It summarizes your key points. It emphasizes the benefits to the reader if the document suggests a change or some other course of action. It brings all the action items together in one place. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

29) Which of the following will help make a report clear and logical? A) Include all information even if it doesn't support your line of reasoning B) Tell the readers what they need to know, but no more, and no less C) Identify ideas that belong together and organize them so they are easy to understand D) Use primary and secondary sources and give proper credit to sources E) Present all sides of the issue fairly and equitably Answer: C Explanation: C) To help your readers move from one point to the next, make your transitions clear and logical. For a successful report, identify the ideas that belong together and organize them in a way that's easy to understand. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 30) Which section of a report are readers most likely to read when they are in a hurry and won't read the entire report? A) Preview B) Introduction C) Body D) Summary E) Recommendations Answer: D Explanation: D) The final section of a report or proposal can leave a lasting impression, so use the close to make sure your report says what you intended. In fact, readers who are in a hurry might skip the body of the report and read only the summary, so make sure it carries a strong, clear message. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

31) The introduction, or opening, of a business report should A) discuss your conclusions or recommendations. B) include all of your information sources. C) carry the full weight of your message. D) help readers understand the context of the report. E) offer a detailed course of action to be followed. Answer: D Explanation: D) The introduction puts the report into context for readers, introduces the subject, previews main ideas, and sets the document's tone. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 32) The detailed proof needed to support your conclusions and recommendations should appear in the ________ of your report. A) opening B) body C) close D) appendix E) summary Answer: B Explanation: B) The body of a report presents, analyzes, and interprets the information you found during your investigation and supports your recommendations and conclusions. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

33) In order to help your readers make informed decisions, A) tell them what they need to know, and leave out unrelated information. B) withhold information that doesn't suit your needs. C) present your raw data, so they can compile it as they see fit. D) manipulate the data to smooth out negative trends. E) include copies of all research articles used in compiling the report. Answer: A Explanation: A) To help audiences make informed decisions, tell them what they need to know to understand the situation, problem, or proposal and leave out unnecessary and unrelated information. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 34) Before writing the first draft of your report, you should review your outline to ensure A) you can adapt the content to the needs of the audience. B) the content is compatible with technology used to embed links. C) words cannot be replaced by more effective visual aids. D) previews and reviews are strong and well balanced. E) the organization makes sense for the audience and the right tone is established. Answer: E Explanation: E) Before you put those first words down on paper, though, review your outline one last time. Verify that the organization you've chosen makes sense, given everything you've learned about your topic so far. Also, review the wording of the headings and subheadings to make sure they establish the right tone. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

35) When sending a report or proposal, incorporate graphics, databases, and other visual elements by using ________ to ensure changes in the graphics file are reflected in the reader's document. A) embeds B) attachments C) shared writing sites D) PDFs E) links Answer: E Explanation: E) In Microsoft Office you can choose to either link to another file (which ensures that changes in that file are reflected in your file) or embed another file (which doesn't include the automatic updating feature). Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 36) Which of the following determines the content and length of each section of a document? A) The purpose of the document B) The time allowed for creating the document C) Available resources D) Number of team members creating the document E) The importance of the document Answer: A Explanation: A) The content and length of each section vary with the type and purpose of the document, the document's organizational structure, the length and depth of the material, the document's degree of formality, and your relationship with your audience. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

37) Why is it important that all facts, references, and writing be accurate and error free? A) If the audience does not understand all information, they cannot make informed decisions. B) If the audience feels your information is inaccurate, they will might view your work with skepticism. C) The audience must be able to understand all sides of the issue to ensure fairness and equity. D) The information must be clear and logical for the audience or they will not understand it. E) The audience will not need to verify sources or research information further. Answer: B Explanation: B) When writing reports, be sure to double-check your facts and references in addition to checking for typos. If an audience ever gets the inkling that your information is shaky, they'll start to view all your work with a skeptical eye. Difficulty: Difficult LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Analysis AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 38) Including all essential information, even if it does not support your line of reasoning helps ensure a report is A) well-documented. B) clear. C) balanced. D) logical. E) accurate. Answer: C Explanation: C) It's important to present all sides of the issue fairly and equitably and to include all the essential information, even if some of it doesn't support your line of reasoning. Omitting relevant information or facts can bias your report. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 39) Errors in a report, such as typos, will not affect the accuracy of your information. Answer: FALSE Explanation: Information presented in a report must be factually correct. When writing reports, be sure to double-check your facts and references in addition to checking for typos. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 17 Copyright © 2021 Pearson Education, Inc.

40) When you're composing a business report, only include the information that supports your line of reasoning. Answer: FALSE Explanation: Omitting relevant information or facts can bias your report. Therefore, present all sides of the issue fairly and equitably, and include all the essential information, even if some of it doesn't support your line of reasoning. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 41) You don't have to worry about documenting your sources of information when you're writing a report or proposal in the workplace. Answer: FALSE Explanation: If you use primary and/or secondary sources for your report or proposal, be sure to give credit to your sources and document them properly. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 42) List three functions of the close in a business report. Answer: The close of a report (1) summarizes the main points of the message, (2) emphasizes the benefits to the reader if the message proposes a change or course of action, and (3) brings all the action items together in one place and gives the details about who should do what, when, where, and how. Difficulty: Difficult LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

43) Discuss how you can increase your credibility and provide quality content when writing a business report. Answer: Your credibility and prospects for the future are on the line with every business report you write, so make sure your content is accurate. Information presented in a report must be factually correct. When writing reports, be sure to double-check your facts and references in addition to checking for typos. Also make sure information is complete. To help audiences make informed decisions, include all the information necessary for readers to understand the situation, problem, or proposal. Support all key assertions, using an appropriate combination of illustrations, explanations, and facts. Tell your readers what they need to know—no more, no less—and present the information in a way that is geared to their needs. Information should be balanced. It's important to present all sides of the issue fairly and equitably and to include all the essential information, even if some of it doesn't support your line of reasoning. Omitting relevant information or facts can bias your report. It should also be clear and logical. Save your readers time by making sure your sentences are uncluttered, contain well-chosen words, and proceed logically. Make your transitions clear and logical. Identify the ideas that belong together and organize them in a way that's easy to understand. Finally, use proper documentation. If you use primary and secondary sources for your report or proposal, be sure to properly document and give credit to your sources. Difficulty: Moderate LO: 15.2: Name five characteristics of effective report content, and list the topics commonly covered in the introduction, body, and close of formal reports. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 44) The general purpose of a proposal is to A) outline the scope of a project. B) provide a systematic decision-making tool. C) educate readers about your company. D) persuade readers to do something. E) provide results from in-house focus groups. Answer: D Explanation: D) The general purpose of any proposal is to persuade readers to do something, such as purchase goods or services, fund a project, or implement a program. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

45) How is the scope and organization of a solicited proposal usually determined? A) Based only on content B) Based only on the working relationship with the audience C) Based only on the motivating action you wish to achieve D) Based only on whether a direct or indirect format is used E) Based only on the audience's guidelines in the request for the proposal Answer: E Explanation: E) The scope and organization of a solicited proposal are usually governed by the request for proposals. Most RFPs spell out precisely what you should cover and in what order. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 46) Which of the following can be used to strengthen your persuasive argument in a proposal? A) Generalized information B) Several alternatives the audience can choose from C) A demonstration of your knowledge of the recipient's challenges or opportunities D) An indication why your competitors are not qualified E) Relating the audience's products and services to your needs Answer: C Explanation: C) Demonstrate your knowledge. Everything you write should show the reader that you have the knowledge and experience to solve the problem or address the opportunity outlined in your proposal. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

47) Which of the following will help prove that your proposal is workable and feasible for your audience? A) Show it is consistent with the audience's capabilities B) Include a plan of action with a generic task list C) Make the proposal letter perfect, inviting, and readable D) Identify problem areas with specific solutions E) Use proposal-writing software Answer: A Explanation: A) Your proposal must be appropriate and feasible for your audience. It should be consistent with your audience's capabilities. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 48) Why is it important to package your proposal attractively and make it inviting and readable? A) It is an indication of hands-on experience. B) Readers will prejudge the quality of your products by the quality of the proposal. C) Readers are more likely to be convinced because of the AIDA format. D) It is an indication that you cared enough to create the proposal from scratch instead of using boilerplate text. E) Information from databases will be easier to notice and understand. Answer: B Explanation: B) Readers will prejudge the quality of your products or services by the proposal you submit. Errors, omissions, and inconsistencies will work against you—and may even cost you important career and business opportunities. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

49) Which of the following is one of the advantages of using proposal-writing software for routine proposals? A) It prevents integration with sales databases. B) It prevents solutions from being given away free to the audience. C) It ensures proper structure. D) It explains your unique skills and knowledge needed to solve the problem. E) It emphasizes the "you" attitude in the creation of the document. Answer: C Explanation: C) Consider using proposal-writing software if you and your company need to submit proposals as a routine part of doing business. These programs can automatically personalize proposals, ensure proper structure (making sure you don't forget any sections, for instance), organize storage of all your boilerplate text, integrate contact information from sales databases, scan RFPs to identify questions (and even assign them to content experts), and fill in preliminary answers to common questions from a centralized knowledge base. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 50) Which of the following should be presented in the introduction of an unsolicited proposal? A) Requirements specified in the RFP B) Details on the proposed solution C) Anticipated results of the solution D) A summary of the problem you want to solve or the opportunity you want to pursue E) A confident, passionate expression of your skills and abilities Answer: D Explanation: D) For solicited proposals, always follow the instructions in the RFP, but here are some guidelines for unsolicited proposals. The introduction presents and summarizes the problem you want to solve or the opportunity you want to pursue, along with your proposed solution. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

51) Where should you explain the factors that led you to submit an unsolicited proposal, such as conversations with members of the recipient's organization? A) In the body B) In the review section C) In the close D) In the summary section E) In the introduction Answer: E Explanation: E) If your proposal is unsolicited, your introduction should mention any factors that led you to submit your proposal, such as prior conversations with members of the recipient organization's staff. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 52) In an unsolicited proposal, where should the anticipated results of the proposed solution be indicated? A) In the body B) In the preview section C) In the close D) In the summary section E) In the introduction Answer: A Explanation: A) The proposal's body gives complete details on the proposed solution and specifies what the anticipated results will be. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

53) Which section of an unsolicited proposal should restate why you and your firm are the right choice to provide a solution? A) The body B) The preview C) The close D) The explanation of your credentials E) The introduction Answer: C Explanation: C) The close of a proposal generally summarizes the key points, emphasizes the benefits readers will realize from your solution, summarizes the merits of your approach, restates why you and your firm are the ones to perform the service or provide the products in question, and asks for a decision from readers. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 54) The writing approach for a proposal is similar to the approach used for persuasive messages, so you can A) follow the AIDA model. B) follow the good-news message plan. C) minimize the "you" attitude. D) open with a buffer statement. E) follow a journalistic approach. Answer: A Explanation: A) Since a proposal is usually a persuasive document, you can use the AIDA model to gain attention, build interest, create desire, and motivate action. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

55) In a formal proposal, the work plan section A) reviews the situation at hand and explains the need for action. B) describes your action plan for accomplishing what must be done. C) describes your organization's experience, personnel, and facilities. D) emphasizes the benefits and advantages of your proposed solution. E) is only necessary when the report will be sent outside the organization. Answer: B Explanation: B) A work plan describes how you'll accomplish what needs to be done including when the work will begin, when you'll finish, and when and how you'll follow up. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 56) Describing your organization's qualifications in a formal proposal A) might be considered arrogant and should be avoided. B) is appropriate, but only in the introduction. C) can include a list of client references in addition to your organizations' experience. D) is a good idea only when your recommendations are controversial. E) is necessary only when you have not worked with the reader in the past. Answer: C Explanation: C) A description of your company's qualifications is critical to persuading the client that your organization is up to the job. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

57) As used in the introductory section of a proposal, the ________ states the boundaries of the proposal. A) scope B) purpose C) index D) mission E) limitations Answer: A Explanation: A) The scope of a proposal sets the boundaries of the proposal; what you will and will not do. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 58) When writing a proposal, where should a review of the situation and an indication of a need for action be discussed? A) Background or statement of the problem B) Solution C) Scope D) Report organization E) Limitations Answer: A Explanation: A) Briefly review the situation at hand, establish a need for action, and explain how things could be better. In unsolicited proposals, convince readers that a problem or an opportunity exists. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

59) Why is it important to follow the scope and organization indicated in a request for proposal as precisely as possible? A) The response to the RFP will be shorter and as direct as possible. B) Organizations can better highlight their unique skills and abilities. C) To encourage the use of proposal-writing software D) To eliminate unfair advantage E) The recipient can evaluate competing proposals systematically. Answer: E Explanation: E) The scope and organization of a solicited proposal are usually governed by the request for proposals. Most RFPs spell out precisely what you should cover and in what order. This uniformity lets the recipient evaluate competing proposals in a systematic way. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 60) Which of the following is an advantage to researching competition when writing a proposal? A) You can emphasize why your solution is the optimum choice. B) You can indicate where competitors are weak and less capable. C) You can clearly spell out how you will handle the project. D) You can provide information on what makes your organization unique. E) You can use more documentation and sources to increase credibility. Answer: A Explanation: A) Find out what alternatives your audience might choose over your proposal so that you can emphasize why your solution is the optimum choice. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

61) Which of the following will help to build the "you" attitude in a proposal? A) Use words such as "you" and "we" liberally B) Relate the proposal to the exact needs of the reader C) Write in a conversational and familiar way D) Prove that your proposal is workable and cost effective E) Avoid using proposal-writing software Answer: B Explanation: B) Relate your product, service, or personnel to the reader's exact needs, either as stated in the RFP for a solicited proposal or as discovered through your own investigation for an unsolicited proposal. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 62) In which section of a proposal would you discuss your concept and advantages you have over competitors? A) Facts and evidence B) Review of merits C) Proposed approach D) Scope E) Work plan Answer: C Explanation: C) In the body of the proposal, use the proposed approach section to describe your concept, product, or service. Stress reader benefits and emphasize any advantages you have over your competitors. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

63) When writing a report where would a reader find information on factors that led up to the report? A) Problem B) Authorization C) Background D) Scope E) Purpose Answer: C Explanation: C) The background section of a report reviews historical conditions or factors that led up to the report. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 64) When writing a report, what would be included in the methods and approaches section? A) How you will determine what must be done B) The advantages and disadvantages of alternative plans C) The potential courses of action D) The reasons behind your conclusions and recommendations E) How you have studied the problem and arrived at your solution Answer: E Explanation: E) The methods and approaches section of a report reviews how you've studied a problem (or gathered evidence) and arrived at your solution (or collected your data). Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

65) One key difference between a proposal and a report is that a proposal closes by A) summarizing key points. B) presenting conclusions. C) giving reasons behind your conclusions and recommendations. D) asking for a decision from the reader. E) restating conclusions and recommendations. Answer: D Explanation: D) A proposal closes by asking the reader for a decision. A report summarizes key points and the benefits of any recommendations and action items. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 66) Within the context of preparing formal reports, the term "limitations" refers to A) the boundaries of your proposal, what you can and can't do. B) reasons for inadequate research or a poorly written report. C) factors beyond your control that have affected the report's outcome. D) the risks, rewards, costs, and benefits of a specific course of action. E) expectations you have on the reader of the report. Answer: C Explanation: C) If factors beyond your control have affected the outcome of your report, discuss those limitations in the introduction to the report. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 67) Your writing approach for a proposal should be similar to that used for persuasive messages. Answer: TRUE Explanation: In most cases, a proposal is a persuasive document. The AIDA (attention, interest, desire, action) format for persuasive messages usually works well for proposals. Difficulty: Easy LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

68) An unsolicited proposal has more latitude in the scope of the document than a solicited proposal. Answer: TRUE Explanation: If you're writing an unsolicited proposal, you have some latitude in the scope and organization of content. However, the scope and organization of a solicited proposal are usually governed by the request for proposals. Difficulty: Moderate LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 69) Describe six strategies, in addition to using the AIDA format, for strengthening your persuasive argument in business proposals. Answer: Six strategies for making proposals more effective include the following: (1) Demonstrate your knowledge in order to convince your audience that you have the knowledge and experience to solve the problem or address the opportunity outlined in your proposal. (2) Provide concrete, quantifiable information and examples instead of vague, unsupported generalizations. Spell out your plan and give details on how the job will be done. (3) Research the competition so you can emphasize why your solution is the best choice. (4) Prove that your proposal is workable and compatible with your audience's capabilities and resources. (5) Adopt the "you" attitude, relating your product, service, or personnel to the reader's exact needs, either as stated in the RFP for a solicited proposal or as discovered through your own investigation for an unsolicited proposal. (6) Package your proposal attractively, ensuring that it is letter perfect, inviting, and readable. Readers will prejudge the quality of your products or services by the proposal you submit. Difficulty: Difficult LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Analytical thinking Learning Outcome: Describe strategies for developing persuasive business messages

70) What four topics areas are commonly covered in the introduction to a business proposal? Briefly explain each one. Answer: The introduction to a business proposal normally provides some background or simply a statement of the problem or opportunity. Here you review the reader's situation and establish a need for action and emphasize how your goals align with those of the audience. It also offers a brief description of the solution—outlining the change you propose along with your key selling points and their benefits. The introduction also describes the scope of the proposal, clearly defining its boundaries and explaining what you will and will not do. Finally, the introduction explains how the proposal is organized, thus orienting the reader to the remainder of the proposal and calling attention to the major divisions of information. Difficulty: Difficult LO: 15.3: List six strategies to strengthen a proposal argument, and identify the topics commonly covered in the introduction, body, and close of proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 71) When you're writing a ________ for a report, present the report's most important points in in one page or less. A) conclusion B) synopsis C) descriptive synopsis D) transactional document E) recommendation Answer: B Explanation: B) An informative synopsis is more comprehensive than a descriptive synopsis. In a brief and condensed way, the informative synopsis tries to cover all major sections of the report. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

72) Which of the following should be verified when you evaluate the organization, style, and tone of your document? A) A variety of sentence lengths B) Paragraphs are short and easy to find C) Bullets and lists are incorporated D) Clarity, logic, and a reader orientation E) Descriptive headings and subheadings Answer: D Explanation: D) Evaluate your organization, style, and tone, making sure your content is clear, logical, and reader oriented. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 73) Which of the following is a "mini" version of a report? A) A descriptive synopsis B) An executive summary C) An indirect report D) Recommendations E) A table of content Answer: B Explanation: B) As an alternative to a synopsis or an abstract, a longer report may include an executive summary—a fully developed "mini" version of the report, for readers who lack the time or motivation to read the entire document. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 74) Why would a writer include an appendix, index, or bibliography in a report or proposal? A) To illustrate key concepts in the message B) To prove information was well researched C) To provide the purpose and scope of the report D) The material may be of interest, but isn't crucial to the message E) As a shorter report for those who don't have time to read the entire message Answer: D Explanation: D) In general, supporting materials placed at the end of the report could be of interest to some or all of your readers but aren't crucial to the main thrust of your message. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 33 Copyright © 2021 Pearson Education, Inc.

75) In an unsolicited proposal, which of the following would replace the synopsis or executive summary typically found in a formal report, and serve to catch the reader's interest? A) Call to action B) Analysis C) Appendix D) Introduction E) Letter of transmittal Answer: E Explanation: E) In contrast to formal reports, synopses and executive summaries are less common in proposals. In an unsolicited proposal, the letter of transmittal should catch the reader's interest. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 76) When using the indirect approach to write a proposal, where is the call to action placed? A) At the end of the report B) In the supplemental section C) In the executive summary D) In the appendix E) In the introduction Answer: A Explanation: A) Proposals often take the indirect approach, which means they build up to the call to action at the end of the report. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 77) Which of the following is an advantage of delivering a report or proposal in person? A) The ability to request a follow up meeting B) The opportunity to personally introduce the report or proposal C) The elimination of computer viruses D) An opportunity to highlight additional web-based content E) Time to review the contents of the report or proposal Answer: B Explanation: B) If you've prepared the document for a single person or small group in your office or the local area, delivering it in person will give you the chance to personally introduce the report and remind readers why they're receiving it. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 34 Copyright © 2021 Pearson Education, Inc.

78) If you want to call attention to the visuals in a formal report, you should A) create a table of contents. B) include a list of illustrations. C) submit them in a separate document. D) cite their sources in the bibliography. E) place all visuals at the beginning of the report. Answer: B Explanation: B) Consider including a list of illustrations as a prefatory element, if you want to call attention to the visuals in your report. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 79) Include a title fly with business reports when you want to A) give the name of the company for which the report has been prepared. B) add a touch of formality to the report. C) protect the report from dirt and careless handling. D) provide a page for the reader to make notes on. E) send copies of the same report to multiple companies. Answer: B Explanation: B) The title fly is like the first title page of a book. It gives little information, but looks formally impressive on the page. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 80) The prefatory parts of a solicited proposal may include A) a bibliography. B) a copy of the RFP. C) an index. D) visual elements. E) a purpose, scope, and limitations section. Answer: B Explanation: B) Based on the instructions in the RFP, a solicited proposal may include a copy of the entire RFP or simply a reference to the name and tracking number of the RFP. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

81) The synopsis of a formal report is A) a brief overview of the report's most important points. B) a fully developed "mini" version of the report. C) usually from one to five pages in length. D) a list of all the headings and subheadings in the report. E) used for supporting material that could be of interest to the reader. Answer: A Explanation: A) A synopsis is a brief overview (one page or less) of a report's most important points. Difficulty: Easy LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 82) In a formal report, an index A) lists names, places, and subjects mentioned in the report. B) lists the secondary sources consulted. C) includes additional information related to the report but lacks direct relevance. D) provides résumés of key players who will be instrumental in achieving the reports objectives. E) offers an adequate preview of the contents. Answer: A Explanation: A) An index lists names, places, and subjects mentioned in the report, along with the pages on which they occur. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Compose and shape business messages 83) The cover, title page, and table of contents are considered to be ________ of a formal report. A) required elements B) appendixes C) prefatory elements D) the synopsis E) visual aids Answer: C Explanation: C) Prefatory parts appear before the main text of a formal report or proposal. Prefatory parts include the cover, a title page, a transmittal document, a table of contents, and more. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports

84) When using the indirect approach to write a report, you can include a descriptive synopsis that describes A) the names, places, and subjects mentioned in the text of the report. B) what the report is about, without divulging how the report ends. C) what the report is about, including how the report ends. D) the content of the entire report for readers who lack the time or motivation to read the report. E) reasons why the report was written and the problem it intends to solve. Answer: B Explanation: B) When used in conjunction with the indirect approach, a descriptive synopsis describes what the report is about, without "giving away the ending." Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business reports 85) If your proposal is solicited, follow the instructions in the RFP. Answer: TRUE Explanation: The RFP is your guide for how to proceed with a proposal. When you're composing a solicited proposal, address every issue identified in the RFP. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 86) A synopsis is generally more comprehensive than an executive summary. Answer: FALSE Explanation: By definition, an executive summary covers all major topics and points that the actual report covered. A synopsis, on the other hand, focuses on major ideas and omits less important ideas. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

87) In a formal proposal, how do you determine the organizational approach to use in the letter of transmittal? Answer: How you handle the letter of transmittal depends on whether the proposal is solicited or unsolicited. In a solicited proposal, use the pattern for positive messages, highlighting aspects of your proposal that can give you a competitive advantage. In an unsolicited proposal, use the pattern for persuasive messages to convince the reader that you have something worthwhile to offer. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Analytical thinking Learning Outcome: Apply the writing process when writing business proposals 88) Discuss issues that should be considered when distributing a report using digital distribution methods. Answer: For digital distribution, ask your readers what format they would like to receive the report in. The two most common formats are Microsoft Word documents and PDF files, but depending on the circumstances a different format might be more useful. With PDF files, you can select a variety of security settings that restrict who can open, edit, or print the document. If your company or client expects you to distribute your reports via a web-based content management system, a shared workspace, or some other online location, double-check that you've uploaded the correct file(s) to the correct location. Verify the on-screen display of your reports after you've posted them, making sure graphics, charts, links, and other elements are in place and operational. Difficulty: Moderate LO: 15.4: Summarize the four tasks involved in completing business reports and proposals. Skill: Application AACSB: Analytical thinking Learning Outcome: Apply the writing process when writing business proposals 89) Which section of a RFP includes information on what the proposal should look like, how it should be submitted, and how many copies should be included? A) Decision criteria B) Proposal requirements C) Submission information D) Contact information E) Project description Answer: B Explanation: B) Proposal requirements explain exactly what you expect to see in the proposal itself—which sections, what media, how many copies, and so on. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

90) The requirements section in a request for proposals should A) let bidders know how and when you'll be making a decision. B) spell out everything you expect from potential vendors. C) provide contact information for someone who can answer detailed questions. D) give potential bidders some background information on your organization. E) offer examples of the types of services you can provide. Answer: B Explanation: B) The requirements section in an RFP should spell out everything you expect from potential vendors; don't leave anything to unstated assumptions. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 91) You can maximize the effectiveness of the RFP process if you use a smart management approach that involves A) identifying your decision-making criteria. B) pressuring bidders to respond as quickly as possible. C) maintaining a manual system for tracking responses to RFPs. D) waiting until all bids have been received before you finalize your information needs. E) using the same format for every RFP used by the organization. Answer: A Explanation: A) Use a smart RFP management approach that involves identifying decision criteria and information to measure against them, gives bidders plenty of time to respond, and uses an online system for tracking responses. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 92) In addition to being a request, a request for proposals (RFP) is ________ that provides potential bidders with the information they need to compose effective proposals. A) an actionable effort B) an outline C) an analytical report D) an informational report E) an indirect report Answer: D Explanation: D) A request for proposals is more than a request. It's an informational report that provides potential bidders with the information they need to craft effective proposals. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Concept AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 39 Copyright © 2021 Pearson Education, Inc.

93) Which of the following should be included when providing company background in a RFP? A) Decision criteria B) Proposal requirements C) Submission and contact information D) Business priorities E) Project description Answer: D Explanation: D) Give potential bidders some background information on your organization, your business priorities, and other information they might need in order to respond in an informed manner. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 94) Which section of an RFP would include information about how you will choose which proposal is accepted? A) Decision criteria B) Proposal requirements C) Submission information D) Contact information E) Project description Answer: A Explanation: A) Let bidders know how you'll be making the decision. The information not only helps bidders determine whether they're right for your project but also helps them craft proposals that meet your needs. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

95) Which of the following should be included in an RFP to tell people how to respond and who can answer further questions? A) Decision criteria B) Proposal requirements C) Submission and contact information D) Requirements E) Project description Answer: C Explanation: C) A well-written RFP answers most potential questions, and it also tells people when, where, and how to respond. In addition, effective RFPs always give bidders the name of a contact within the organization who can answer detailed questions. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 96) When writing an RFP, why should you avoid asking for information that isn't relevant to your decision-making process? A) Bidders will not have enough time to respond. B) Bidders might focus on the wrong information and not write the proposal correctly. C) Proposal writing software will not recognize the type of information needed and fail. D) Tracking the proposal responses will be more difficult. E) The review process may become unnecessarily complicated. Answer: E Explanation: E) Don't ask bidders to submit information about every aspect of their operations if such details aren't relevant to your decision. Making such unreasonable demands is unfair to bidders, will unnecessarily complicate your review process, and will discourage some potentially attractive bidders from responding. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 97) Typical RFPs are nothing more than routine requests. Answer: FALSE Explanation: When you're writing an RFP, don't think that it's just a request. In fact, it's an informational report that provides potential bidders with the information they need to respond to your request effectively. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

98) When you're composing the requirements section of a request for proposals (RFP), you can assume that bidders will understand the conventions and protocols of your industry. Answer: FALSE Explanation: The requirements sections should spell out everything you expect from potential vendors. Don't leave anything to unstated assumptions. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 99) How can you minimize the work for all involved when requesting proposals, while maximizing the effectiveness of the proposals you are receiving? Answer: A smart approach to managing RFPs can minimize the work involved for everyone and maximize the effectiveness of the RFP. First, identify your decision criteria and then brainstorm the information you need to measure against those criteria. Don't ask bidders to submit information about every aspect of their operations if such details aren't relevant to your decision. Making such unreasonable demands is unfair to bidders, will unnecessarily complicate your review process, and will discourage some potentially attractive bidders from responding. Second, to get quality responses that match your unique business needs, give bidders plenty of time to respond. Successful companies are usually busy responding to other RFPs and working on other projects; you can't expect them to drop everything to focus solely on your RFP. Third, if your company generates numerous RFPs, tracking proposals can become a full-time job. Consider establishing an online system for tracking responses automatically. Difficulty: Difficult LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Application AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals 100) Why is it important to think through the writing of an RFP before it is sent out? Answer: When writing an RFP, remember that it is more than just a request; it's an informational report that provides potential bidders with the information they need to craft effective proposals. Writing an RFP demands careful consideration because it starts a process that leads to a proposal, a contract, and eventually the delivery of a product or the performance of a service. In other words, mistakes at the RFP stage can ripple throughout the process and create costly headaches for everyone involved. Difficulty: Moderate LO: 15.5: Identify the elements to include in a request for proposals (RFP). Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Apply the writing process when writing business proposals

Business Communication Today, 15e (Bovee/Thill) Chapter 16 Developing Presentations in a Social Media Environment 1) Which of the following should be the first step in planning a presentation? A) Gathering information B) Analyzing the situation C) Practicing D) Organizing the information E) Selecting the right medium Answer: B Explanation: B) Planning presentations is much like planning any other business message: You analyze the situation, gather information, select the right medium, and organize the information. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 2) When giving a presentation to an international audience, what can be done to increase the clarity of your message? A) Keep word choices and sentence structures simple B) Incorporate metaphors where possible C) Use industry jargon as much as possible D) Use abbreviations E) Incorporate acronyms Answer: A Explanation: A) Keep your message simple. Speak slowly and distinctly, repeat key words and phrases, keep your word choices and sentence structures simple, communicate with body language, and support your spoken message with visuals. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

3) Which of the following is an advantage of using classroom or theater seating for a presentation? A) There is more interaction among audience members. B) It encourages collaborative activities. C) Attention is focused on the speaker. D) The speaker can walk around the room to interact with the audience. E) It is easier to move into small groups for breakout sessions. Answer: C Explanation: C) Classroom or theater seating, in which all chairs or desks face forward, helps keep attention focused on the speaker and is usually the best method for accommodating large audiences. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 4) Which of the following is a disadvantage of classroom seating for presentations? A) It isolates the speaker. B) Some audience members will have their backs to other audience members. C) The speaker has to work harder to reach those in the back of the room. D) It inhibits interaction among audience members. E) There is little room to walk around and interact with the audience. Answer: D Explanation: D) Classroom or theater seating, in which all chairs or desks face forward, helps keep attention focused on the speaker and is usually the best method for accommodating large audiences. However, this arrangement inhibits interaction among audience members, so it is not desirable for brainstorming or other collaborative activities. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

5) If a presenter wants to incorporate small groups and breakout sessions during the presentation, what type of seating arrangement would be most effective? A) Classroom B) Theater C) Conference tables D) Horseshoe E) Café Answer: E Explanation: E) Café seating, in which people sit in groups at individual tables, is best for breakout sessions and other small-group activities. However, this arrangement is less than ideal for anything more than short presentations because it places some in the audience with their backs to the speaker, making it awkward for both them and the presenter. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 6) Which of the following are online presentations that people can view live or download to view later? A) Webcasts B) Screencasts C) Prezis D) Slide decks E) Nonlinear presentations Answer: A Explanation: A) Webcasts are used for live, in-person presentations, and are online presentations that people either view live or download later from the web. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

7) Which type of presentation includes activity recorded on a computer, with an audio voiceover? A) Webcasts B) Screencasts C) Twebinars D) Backchannels E) Prezis Answer: B Explanation: B) Screencasts are recordings of activity on computer displays that then incorporate audio voiceover. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 8) Which type of presentation is outlined like a conventional printed document with a predefined flow, from start to finish? A) Nonlinear B) Screencast C) Linear D) Backchannel E) Twebinar Answer: C Explanation: C) Linear presentations are like printed documents in the sense that they are outlined like conventional messages and follow a predefined flow from start to finish. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

9) When organizing a speech or presentation, your first step is to A) develop an outline. B) define the main idea. C) write the introduction. D) decide on the delivery style. E) determine room arrangement. Answer: B Explanation: B) In the organization stage of your speech or presentation, you first need to define your main idea—the message that you want the audience to take away from the experience. A clear main idea can guide you all the way through the process of developing your content. Whenever you get confused, you can simply refer to your main idea and ask yourself, "What am I trying to say here?" Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 10) Which type of presentation organization would be most effective if a presenter wants to show complicated relationships and move back and forth between topics and levels of detail? A) Nonlinear B) Indirect C) Linear D) Persuasive E) Direct Answer: A Explanation: A) A nonlinear presentation doesn't flow in any particularly direction but rather gives the presenter the option to move back and forth between topics and up and down in terms of level of detail. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

11) Most business presentations are intended to A) entertain or enlighten the audience. B) showcase your presentation skills. C) inform or persuade the audience. D) incorporate brainstorming to create buy-in. E) solve short term problems. Answer: C Explanation: C) The purpose of most of your presentations will be to inform or persuade, although you may need to deliver a collaborative presentation from time to time. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 12) When you're analyzing the situation for a presentation, develop a(n) ________ to anticipate the likely emotional state of your audience. A) audience profile B) extended slide deck C) interactive contingency plan D) strong opening and close E) accessible backchannel Answer: A Explanation: A) When you profile your audience, anticipate their likely emotional state (receptive, resistant, etc.) and plan to diffuse emotional situations, if needed. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

13) Which of the following would be the most help in defining the main idea of a presentation? A) Determine the seating arrangement of the presentation based on advantages. B) Limit the scope of the message to three key ideas. C) Determine how much time is available compared to the amount of material. D) Identify the essential message points that are important to the presenter. E) Start by composing a one-sentence summary that links your subject and purpose to your audience's frame of reference. Make sure your purpose is based on a clear understanding of audience needs, so you can deliver information your audience truly cares about. Answer: E Explanation: E) Start by composing a one-sentence summary that links your subject and purpose to your audience's frame of reference. Make sure your purpose is based on a clear understanding of audience needs, so you can deliver information your audience truly cares about. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 14) Which of the following is the only sure way to know how much material can be covered in the amount of time allotted for the presentation? A) Plan 1-2 minutes per slide B) Practice giving the presentation after you complete it C) Use a nonlinear format D) Use a Prezi that allows the presentation to be lengthened or shortened without the audience knowing E) Hold all questions to the end of the presentation Answer: B Explanation: B) The only sure way to know how much material you can cover in a given time is to practice your presentation before you deliver it to the audience. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

15) How do time constraints on presentations help create a more effective presentation? A) They force the presenter to answer all questions during the presentation instead of at the end of it. B) They force the presenter to give demonstrations that are short and easy to manage. C) They force the presenter to focus on the most essential points that are important to the audience. D) They force the presenter to develop a variety of slides to cover all audience needs. E) They limit the amount of audience participation, thereby limiting potential loss of control. Answer: C Explanation: C) Approaching time constraints as a creative challenge can actually help you develop more effective presentations. Limitations can force you to focus on the most essential message points that are important to your audience. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 16) When should a presenter use the indirect approach to a presentation? A) When there are 10 minutes or less to present B) When the message includes routine information C) When there is no time to give a preview to the audience D) When unfamiliar with audience members E) When the message involves negative news or persuasion Answer: E Explanation: E) Use the direct approach if the subject involves routine information or good news; use the indirect approach if the subject involves negative news or persuasion. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

17) Which of the following is an advantage of preparing a presentation outline? A) It clarifies your purpose and main idea. B) It organizes the message and serves as the foundation for delivering the presentation. C) It allows the audience to identify transitions between major points. D) It will become the starting point for handout development, E) It can include a script for the entire presentation. Answer: B Explanation: B) A presentation outline helps you organize your message and serves as the foundation for delivering your speech. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 18) Which of the following should be incorporated into a speaking outline of a presentation? A) Copies of visual aids B) A copy of the slide deck C) Delivery cues D) Three or four main points for each slide E) Answers to potential questions Answer: C Explanation: C) Many speakers like to prepare both a detailed planning outline and a simpler speaking outline that provides all the cues and reminders they need to present their material. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

19) Which of the following is an advantage to limiting the scope of your presentation? A) You will have less preplanning of materials. B) You will minimize the amount of practice needed. C) You can use a nonlinear format for a more conversational feel. D) You minimize a lengthy question and answer period. E) You make it easier for the audience to retain key points. Answer: E Explanation: E) Limiting your scope is important with any message, but it's particularly vital with presentations, for two reasons. First, for most presentations, you must work within strict time limits. Second, the longer you speak, the more difficult it is to hold the audience's attention and the more difficult it is for your listeners to retain your key points. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 20) When developing a presentation to persuade or gain collaboration, how should you organize your materials? A) Around an introduction that includes your credentials B) Highlighting details and specific key points C) Based on general interest and enthusiasm about your topic D) Around conclusions and recommendations E) Using an indirect approach Answer: D Explanation: D) If your purpose is to analyze, persuade, or collaborate, organize your material around conclusions and recommendations or around a logical argument. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

21) When should an indirect approach be used in a presentation? A) When there are strong opportunities for storytelling B) When the audience is receptive to your ideas C) When the presentation is organized around areas of importance D) When you do not have strong logical arguments to support your ideas E) When the audience is resistant to your ideas Answer: E Explanation: E) Use the direct approach if the audience is receptive and the indirect approach if you expect resistance. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 22) Longer presentations are organized like A) reports. B) memos. C) letters. D) email messages. E) indirect messages. Answer: A Explanation: A) If the purpose of the longer presentation is to inform, use a direct approach and report structure. If the purpose is to persuade, organize your material around your conclusions and recommendations. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

23) Use a(n) ________ when you want to convey your message point by point or use logical steps to build up to a conclusion. A) convergent presentation model B) linear presentation model C) recursive presentation model D) nonlinear presentation model E) indirect presentation model Answer: B Explanation: B) The linear presentation model works well when you want to convey your message point-by-point or build up to a conclusion following logical steps. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 24) You should be able to summarize the main idea for a presentation in a single sentence that links your subject and purpose to the audience's frame of reference. Answer: TRUE Explanation: If you are unable to summarize your main idea in a single sentence, it probably means your main idea is unclear. Keep working on your presentation until you can express the main idea in a single sentence. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 25) If your purpose is to analyze, persuade, or collaborate, organize your speech around conclusions and recommendations or a logical argument. Answer: TRUE Explanation: Your conclusions and recommendations are the focus of what you want to say, so organize your entire presentation to use them to their best advantage. First, set up your conclusions and recommendations in the most effective way possible. Then deliver them with clarity. Finally, restate your conclusions and recommendations and point out their advantages to your audience. Difficulty: Difficult LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

26) Storytelling should be avoided when giving a presentation on important material. Answer: FALSE Explanation: With every presentation, look for opportunities to integrate storytelling into the structure of your presentation. The dramatic tension (not knowing what will happen to the "hero") at the heart of effective storytelling is a great way to capture and keep the audience's attention. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 27) Briefly explain the difference between a planning outline and a speaking outline. Answer: A planning outline is very detailed and includes all the points you plan to cover in your presentation. It includes the purpose and main idea, organizes major points and subpoints in a logical order, identifies major points and transitions in full-sentence form and includes a bibliography or source notes. A speaking outline is simpler and provides all the cues and reminders needed to present material. It condenses points and transitions to key words and phrases, and incorporates delivery cues for pauses and emphasis or to use visual aids. Difficulty: Moderate LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 28) Describe the four steps to organizing a presentation effectively. Answer: (1) Define the main idea—what do you want the audience to walk away with? (2) Limit your scope—tailor the material to fit the time limit. (3) Choose your approach—direct for supportive audiences and indirect for resistant audiences. (4) Outline your content—keep it audience-centered for maximum effectiveness. Difficulty: Difficult LO: 16.1: Describe the tasks involved in analyzing the situation for a presentation and organizing a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

29) What method of holding the audience's attention should be used to keep the audience interested in concepts that affect them personally? A) Clear, vivid language B) Anticipate questions C) Relate the subject to the audience's needs D) Ask for opinions or questions E) Explain the relationship between your idea and familiar ideas Answer: C Explanation: C) Relate your subject to your audience's needs. People are naturally most interested in things that affect them personally. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 30) Which of the following should a presenter accomplish in the close of a presentation? A) Summarize key ideas B) Anticipate and answer audience questions C) Leave the audience wanting to know more D) Explain the relationship between ideas E) Ask for opinions Answer: A Explanation: A) By summarizing the key ideas, you improve the chance that your audience will leave with your message clearly in mind. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

31) Which of the following is used to help the audience understand the structure and content of your presentation? A) Storytelling techniques B) Question and answer period C) Presentation summary D) Presentation body E) An introduction Answer: E Explanation: E) In addition to arousing audience interest and establishing your credibility, a good introduction gives your audience members a preview of what's ahead, helping them understand the structure and content of your message. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 32) One of the most effective ways to arouse interest in your presentation involves A) beginning with humor. B) apologizing about the shortcomings of the venue. C) uniting the audience around a common goal. D) dwelling on your personal feelings and idiosyncrasies. E) asking the audience for questions at the beginning of the presentation. Answer: C Explanation: C) Common goals that interest audience members can bring them to a point where they are ready to hear your message. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

33) If you'll be presenting to an audience that doesn't know you, A) there isn't much you can do to build your credibility. B) present your qualifications at the end of your talk. C) build your credibility as you deliver your presentation. D) introduce yourself and note your relevant experience and accomplishments. E) use humor to put the audience at ease. Answer: D Explanation: D) If you have no working relationship with your audience, you need to establish your credibility and do so quickly. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 34) As you're delivering a presentation, connect your ideas by ________ every time you shift topics. A) asking the audience for questions B) relating the previous idea to your audiences needs C) reaching out to the backchannel via Twitter D) summarizing what you've said, and previewing what's to come E) using new visual aids Answer: D Explanation: D) Every time you shift topics, stress the connection between ideas. Summarize what's been said, and preview what's to come. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

35) Which presentation style would be most appropriate when speaking to a small group who already knows you? A) A casual style that encourages participation B) A casual style that encourages questions only at the conclusion of the presentation C) A storyteller approaches D) A formal style that incorporates a well-prepared set of speaking points E) A casual style that incorporates handouts instead of slide decks Answer: A Explanation: A) If you're speaking to a small group, particularly people you already know, you can use a casual style that encourages audience participation. Use simple visuals and invite your audience to offer comments. Plan to deliver your remarks in a conversational tone, using notes to jog your memory if necessary. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 36) Which of the following should be considered when an audience does not speak your language? A) Automated translation tools B) An interpreter C) Incorporating a backchannel D) Using fewer slides and more verbal descriptions E) Café style seating to allow more discussion Answer: B Explanation: B) If you're addressing an audience that doesn't speak your language, consider using an interpreter. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

37) When are issues such as personal appearance, mannerisms, and differences in customs especially important to consider? A) When you do not have access to a host or interpreter. B) When you are presenting negative or controversial news. C) When presenting to people from other cultures. D) When the presentation will be longer than 20 minutes. E) When the presentation is formal in nature and given from a stage or platform. Answer: C Explanation: C) When you deliver a presentation to people from other cultures, take into account cultural differences in appearances, mannerisms, and other customs. Your interpreter or host will be able to suggest appropriate changes for a specific audience or occasion. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 38) Which of the following should be the goal of a good introduction? A) Establishing the framework for the presentation B) Conducting an audience analysis C) Gauging the degree of formality needed based on the audience D) Arousing the audience's interest E) Using visual aids to build interest and indicate changes in topics Answer: D Explanation: D) A good introduction arouses the audience's interest in your topic, establishes your credibility, and prepares the audience for what will follow. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

39) Why is it important to spend time crafting a compelling title for your presentation? A) You can link back to the title on a blog post or other form of social media. B) It can help audience members determine the need to attend the presentation. C) It serves as an attention getting device. D) It introduces the importance of your topics. E) It helps you focus your efforts and establishes audience expectations. Answer: E Explanation: E) A title focuses your efforts as you develop the presentation, and it establishes audience expectations as they prepare to listen to you. The title can also help promote the presentation if you can't be sure that everyone you'd like to reach will attend automatically. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 40) Which of the following is an advantage to asking a rhetorical question as an attention getting device? A) There will be less focus on the speaker and more focus on the potential answers to the question. B) You can indicate problem areas the audience must address without offering solutions. C) Fewer questions and conversations will be generated about the topic before details are provided. D) The question might spur the audience to consider the question as one of the key points of your talk. E) You can create suspense and interest until the end of the presentation when the answer is provided. Answer: D Explanation: D) Asking a substantial and intriguing question can get the audience involved in your presentation topic. Rhetorical questions (those you don't expect the audience to provide answers to) can spur people to think about the key points of your talk. Difficulty: Difficult LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

41) Which of the following is a disadvantage of using humor as an attention getting device for a presentation? A) The audience might see humor as a way to hide nervousness. B) Audience members might remember and share the humorous attempt instead of listening to the presentation. C) It could fall flat or the audience might not share your sense of humor. D) There will be less time to discuss the important points of the presentation. E) The audience will expect humor to continue throughout the presentation and be bored if it does not. Answer: C Explanation: C) Humor must be used with great care. Make sure any comments are relevant, appropriate, and not offensive to anyone in the audience. In general, avoid humor when you and the audience don't share the same native language or culture; it's too easy for humor to fall flat or backfire. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 42) Which of the following is an advantage to telling the audience about your experience and qualifications at the beginning of a presentation? A) You will build credibility with the audience. B) The audience will better understand your purpose. C) The explanation will act as a preview to the importance of your message. D) Attempts at humor will be better received. E) International and multicultural audiences will expect you to be an expert. Answer: A Explanation: A) Don't be afraid to mention your relevant experience and accomplishments. Your listeners will be curious about your qualifications, so tell them briefly who you are and why you're the right person to be giving this presentation. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

43) When should a presenter tell the audience about the subject of the presentation and the main points that will be covered? A) When establishing credibility B) During the preview section C) Before the question and answer period D) During the closing minutes of the presentation E) After the body of the presentation Answer: B Explanation: B) Your preview should summarize the main idea of your presentation, identify major supporting points, and indicate the order in which you'll develop those points. Tell your listeners in so many words, "This is the subject, and these are the points I will cover." Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 44) Which of the following is the purpose of transitional words such as in addition, in contrast, or finally during a presentation? A) To show cause and effect relationships B) To link sentences and paragraphs C) To keep the audience's interest D) To link major sections of the presentation E) To indicate the importance of major topics Answer: B Explanation: B) For the links between sentences and paragraphs, use one or two transitional words: therefore, because, in addition, in contrast, moreover, for example, consequently, nevertheless, or finally. To link major sections of a presentation, use complete sentences or paragraphs. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

45) Which of the following is a benefit to illustrating key ideas with visuals during a presentation? A) You can replace spoken word with visuals. B) Visuals serve as a transition between major points. C) You help the audience remember the message. D) Visuals can be used as an indication the presentation is ending. E) Visuals can include specific detail the presenter doesn't wish to review. Answer: C Explanation: C) Visuals enliven your message, help you connect with audience members, and help people remember your message. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 46) Which of the following is one of the critical jobs of a presentation close? A) To lighten the atmosphere and enliven the audience B) To ask for and answer questions C) To determine any additional information that may be needed D) To emphasize what you want the audience to do or think E) To assign specific tasks and next steps to the audience Answer: D Explanation: D) The close of a speech or presentation has two critical jobs to accomplish: making sure your listeners leave with the key points from your talk clear in their minds and putting your audience in the appropriate emotional state. Use the close to succinctly restate your main points, emphasizing what you want your listeners to do or to think. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

47) Which of the following is a reason why you should work to end a presentation with clarity and confidence? A) To remind listens of key information they need B) To help the audience reach a decision about what you have asked them to do C) To create a level of support for the next steps of the presentation D) To gain support for controversial resolution of differences E) To bolster the audience's confidence in you and your message one more time Answer: E Explanation: E) End on a strong note that confirms expectations about any actions or decisions that will follow the presentation—and to bolster the audience's confidence in you and your message one final time. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 48) If there are action items that occur as a result of your speech, how should they be handled during the close of the presentation? A) With a reminder of who is responsible for each task and the due date B) With a request for volunteers to meet after the speech to discuss action items further C) With a reminder that the positive results of accomplishing the action items benefit everyone D) With a humorous comment about everyone's workload to soften the idea of more work E) With a short breakout session for brainstorming activities Answer: A Explanation: A) If you expect any action to occur as a result of your speech, be sure to explain who is responsible for doing what. List the action items and, if possible, within the time available, establish due dates and assign responsibility for each task. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

49) When you're concluding a business presentation, A) bring up any information you forgot to include during the presentation. B) briefly restate the main points of your presentation. C) ask a compelling, thought provoking question. D) rely on the audience to decide how they feel and what they'll do about your presentation. E) ask for an immediate decision or reaction from the audience. Answer: B Explanation: B) Use the close to restate your main points succinctly and emphasize what you want your listeners to do or think. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 50) If there is a lack of consensus among the audience at the end of your presentation, you should A) gloss over it as quickly as possible. B) make the disagreement clear and be ready to suggest a method for resolving the differences. C) identify the individuals causing the disagreement and ask them pointed questions. D) offer to meet with audience members after the presentation. E) review the main points of the presentation and visual aids to clarify meaning for the audience. Answer: B Explanation: B) If the audience lacks consensus, it is your responsibility to highlight this lack of consensus and challenge your audience to remedy the problem. In other words, the audience may not end up agreeing with your solution to the problem, but they should be able to agree that action needs to be taken in order to solve the problem. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 51) Even though a presentation isn't written word for word, the three-step writing process should still be used. Answer: TRUE Explanation: Although you usually don't write out a presentation word for word, you still engage in the writing process—developing your ideas, structuring support points, phrasing your transitions, and so on. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 24 Copyright © 2021 Pearson Education, Inc.

52) All presentations have three distinct sections: an introduction, the body, and the close. Answer: TRUE Explanation: Like written documents, presentations have three distinct sections: the introduction, the body, and the close. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 53) Storytelling can be used in an introduction to effectively illustrate an important or relevant point. Answer: TRUE Explanation: Craft a compelling story that illustrates an important and relevant point. If your entire presentation is structured as a story, of course, you'll want to keep the interest high by not giving away the ending yet. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 54) Briefly describe the three tasks an effective closing to a presentation should accomplish. Answer: (1) Restate your main points—emphasize what you want the audience to do or think. (2) Describe the next steps—explain who is responsible for doing what. (3) End on a strong note—make your final remarks encouraging and memorable. Difficulty: Moderate LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

55) List and briefly explain six strategies for holding your audience's attention during a business presentation. Answer: (1) Relate your subject to your audience's needs—present every point in light of how it will affect the listeners. (2) Anticipate your audience's questions—anticipate listener questions and address them in the body of your speech. (3) Use clear, vivid language—familiar words, short sentences, and concrete examples. (4) Keep it simple. Don't overwhelm the audience with details, either in your slides or in your spoken message, particularly if you're presenting a complicated topic to people learning it for the first time. (5) Ask opinions or pause for questions or comments—this lets the audience change from listening to participating. (6) Illustrate your ideas with visual aids. Doing so will enliven your message and help your audience remember it more effectively. Difficulty: Difficult LO: 16.2: Explain how to adapt to your audience and develop an effective opening, body, and close for a presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 56) Which delivery method is almost always the easiest and most effective for a presentation? A) Speaking from notes B) Using text-heavy slides as notes C) Extemporaneous D) Reading E) Memorizing Answer: A Explanation: A) Speaking with the help of an outline or note cards is nearly always the easiest and most effective delivery mode. The outline or notes guide you through the flow of the speech while giving you the freedom to speak naturally and spontaneously, to maintain eye contact with your listeners, and to respond and improvise as circumstances warrant. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

57) When planning for the delivery of a presentation, which of these is an important way to build self-confidence? A) Allow the audience to ask questions at the beginning B) Have key quotes written out C) Practice D) Prepare background information for extemporaneous presentations E) Don't use any notes Answer: C Explanation: C) Practicing your presentation is essential. Practice boosts your confidence, gives you a more professional demeanor, and lets you verify the operation of your visuals and equipment. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 58) Which of the following is an indication that the presenter cares about the topic, the presentation, and the audience? A) Nervousness B) Handouts C) Eye contact D) Seating arrangements E) Interaction Answer: A Explanation: A) Recognize that nervousness is an indication that you care about your audience, your topic, and the occasion. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

59) Which of the following do successful speakers focus on instead of worrying about being perfect? A) Knowing the subject better than anyone else B) How much time they have to practice C) Making an authentic connection with the audience D) Maintaining eye contact E) Concentrating on the audience, not themselves Answer: C Explanation: C) Stop worrying about being perfect. Successful speakers focus on making an authentic connection with their listeners, rather than on trying to deliver a note-perfect presentation. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 60) Which of the following is an important tool in projecting confidence during a presentation? A) Good posture B) Not using notes C) A colorful slide deck D) Being as close to the audience as possible E) Memorizing the opening statement Answer: A Explanation: A) Your posture is important in projecting more confidence. Stand tall with your weight on both feet and your shoulders back. Avoid gripping the lectern or other physical structure. Use your hands to emphasize your remarks with appropriate gestures. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 61) When speaking from notes, it is best to print them on A) regular white typing paper. B) heavy note cards. C) brightly colored paper. D) your smartphone. E) handouts to be given to the audience after the presentation is completed. Answer: B Explanation: B) Note cards work well because they can easily be rearranged, if for some reason the structure of your presentation is disrupted. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 28 Copyright © 2021 Pearson Education, Inc.

62) Best practices for the question-and-answer session after a presentation include A) counting on being able to set ground rules for the session. B) assuming that you'll be able to handle questions without some preparation. C) anticipating likely questions and thinking through your answers. D) acknowledging that the question-and-answer session is relatively unimportant. E) preparing questions and answers in the event none are asked. Answer: C Explanation: C) Don't leave the question-and-answer period to chance; instead, anticipate likely questions and think through your answers. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 63) If you face hostile or difficult questions during a question-and-answer session, A) enlist the help of the audience to ridicule the questioner. B) respond honestly and directly while keeping your cool. C) stand your ground and answer the questions aggressively. D) ignore anyone who asks such questions and change the subject. E) have the person asking the question to explain their point of view. Answer: B Explanation: B) If you ever face hostile questions, respond honestly and directly while keeping your cool. This will help build your credibility with the audience and help them to understand your point. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

64) Which of the following can be used to create a natural and spontaneous flow to a presentation while ensuring all key points are covered and eye contact is maintained? A) Notes B) Memorization C) Multiple presenters D) Well-developed slide decks E) Fully written scripts Answer: A Explanation: A) Speaking from notes (rather than reading from a fully written script) is nearly always the most effective and easiest delivery mode. The outline or notes guide you through the flow of the speech while giving you the freedom to speak naturally and spontaneously, to maintain eye contact with your listeners, and to respond and improvise as circumstances warrant. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 65) Which of the following will help to convert anxiety into positive energy during a presentation? A) Practicing until you can present perfectly B) Memorizing all key points in the presentation C) Dressing casually D) Concentrating on the message instead of the audience E) Being comfortable with the space Answer: E Explanation: E) Get comfortable with the space, figure out where you'll stand, remind yourself how satisfying it will be to share your information with the audience, and visualize a successful outcome. Remember that your audience wants you to succeed, too. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

66) Why is it important to maintain eye contact with audience members? A) You can easily identify and avoid hostile audience members. B) You appear sincere and more confident. C) You can determine who is not paying attention. D) You can redirect eye contact if you sense someone has a question. E) You can focus your message specifically on those who are paying attention. Answer: B Explanation: B) Maintain eye contact with friendly audience members. Eye contact not only makes you appear sincere, confident, and trustworthy but can give you positive feedback as well. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 67) Which of the following is perceived as being a more credible speaker? A) Those with bright and easy to read slide decks B) Those who read detail information from note cards so ensure exactness C) Those who speak at a low pitch and slightly faster-than-average rate D) Those who do not use any notes E) Those who are in conservative business attire. Answer: C Explanation: C) Studies indicate that people who speak with lower pitches at a slightly fasterthan-average rate are perceived as being more credible. Try to sound poised and confident, varying your pitch and speaking rate to add emphasis. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 68) During your presentation, how can you add dramatic emphasis and give your audience time to think about your message? A) Speak at a higher pitch B) Add bolder visuals to the slide deck C) Tell the audience an idea is important before sharing the idea D) Use silence E) Ask the audience to interpret what you just said using the backchannel Answer: D Explanation: D) Use silence instead of meaningless filler words such as um, you know, okay, and like. Silence adds dramatic punch and gives the audience time to think about your message. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 31 Copyright © 2021 Pearson Education, Inc.

69) Which of the following is one of the values of a question-and-answer session during a presentation? A) You can use the questions and answers to shorten your speaking time during the presentation. B) You can gain audience support by asking the audience what they felt was most important in the presentation. C) You can show control and expertise by limiting questions. D) You can show extended knowledge by answering with extemporaneous dialogue. E) You can use the questions and answers to build enthusiasm for your point of view. Answer: E Explanation: E) Audience queries are often one of the most important parts of a presentation. They give you a chance to obtain important information, to emphasize your main idea and supporting points, and to build enthusiasm for your point of view. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 70) Why is it important to pay attention to nonverbal signals when responding to a question? A) You can better determine what was really meant by the question. B) You can determine if all audience members actually heard the question. C) You can shorten your response if most of the audience is not interested. D) You can decide whether the person asking is hostile to your ideas. E) You can clarify vague or confusing information. Answer: A Explanation: A) When people ask questions, pay attention to nonverbal signals to help determine what each person really means. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 71) Which of the following best describe an impromptu speech? A) A speech where you may not know the audience members B) A speech given without being able to plan or practice C) A speech where you have limited access to information required D) A speech that replaces question and answer sessions E) A speech that is 10 minutes or less Answer: B Explanation: B) You may be called upon unexpectedly to give an impromptu or extemporaneous speech on the spot, without the benefit of any planning or practice. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 32 Copyright © 2021 Pearson Education, Inc.

72) How does practicing for a team presentation differ from practicing an individual presentation? A) More development and rehearsal time are needed for team presentations. B) Team members can practice individually and come together shortly before the presentation to verify speaking order. C) Work can be divided allowing some team members to work on visual aids, and only the most dynamic speakers present. D) Team presentations require more guidelines for presenting but considerably less practice time. E) Team presentations should be handled like any other presentation with the same amount of preparation and practice. Answer: A Explanation: A) Presentations almost always take longer to develop than you might think, and with the extra coordination they require, team presentations can take considerable time to get right. To be safe, schedule double the amount of development and practice time than you first think you'll need. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 73) Which of the following is an advantage of group presentations? A) When one speaker runs over their allotted time, other speakers can easily be left out. B) Diverse points of view can be incorporated. C) Focus can be on visual aids instead of speakers who may be nervous. D) There will be no need for question and answer sessions as more information is covered. E) The group can determine the most dynamic speaker and have them do the presentation. Answer: B Explanation: B) These collaborative presentations help distribute the workload, encourage diverse points of view, allow members to present information in their individual areas of expertise, and provide opportunities for everyone on the team to receive recognition from the audience. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

74) Presenting with the help of an outline or notes is the most effective and easiest delivery mode. Answer: TRUE Explanation: Using notes or an outline rather than reading or memorizing the talk keeps a presentation sounding fresh and spontaneous. The notes or outline will keep the speaker on track. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 75) It is generally not important to see the presentation site since most have similar technology. Answer: FALSE Explanation: Scouting the location of your presentation can be an important element of success. By checking the room carefully, you can head off technical problems such as projection systems, and get a feel for the acoustics of the room. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 76) One way to overcome anxiety before a presentation is to practice until the presentation is perfect. Answer: FALSE Explanation: Stop worrying about being perfect. Successful speakers focus on making an authentic connection with their listeners, rather than on trying to deliver a note-perfect presentation. Difficulty: Moderate LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

77) Discus some practical suggestions for overcoming anxiety related to public speaking. Answer: (1) Stop worrying about being perfect—everyone makes mistakes. (2) Prepare more material than necessary. Extra knowledge will reduce your anxiety. (3) Practice. The more familiar you are with your material, the less nervous you will be. (4) Visualize your success. Use the few minutes before you start to tell yourself that you're ready. (5) Remember to breathe. (6) Be ready with your opening line. Have your first sentence memorized and ready to go. (7) Be comfortable. (8) Take a three-second break if you sense that you're starting to race. (9) Maintain eye contact with friendly audience members. (10) Keep going—things usually get better as you move along and your confidence increases. Difficulty: Difficult LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 78) Discuss ways to feel and appear more confident when giving presentations. Answer: Confident delivery starts as soon as you become the focus of attention; before you even begin to speak, so don't rush. As you approach the front of the room, walk with confidence, breathe deeply, and stand up straight. Face your audience, adjust the microphone and other equipment as needed, count to three slowly, and then scan the audience. When you find a friendly face, make eye contact and smile. Make sure your nonverbal signals send a message of confidence. Your posture is important in projecting more confidence. Stand tall, with your weight on both feet and your shoulders back. Avoid gripping the lectern or other physical structure. Use your hands to emphasize your remarks with appropriate gestures. Meanwhile, vary your facial expressions to make the message more dynamic. Finally, think about the sound of your voice. Studies indicate that people who speak with lower pitches at a slightly faster-thanaverage rate are perceived as being more credible. Try to sound poised and confident, varying your pitch and speaking rate to add emphasis. Difficulty: Difficult LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations 79) Briefly explain how nervousness can actually improve the quality of your presentation. Answer: Nervousness is an indication that you care about your audience, your topic, and the occasion. Such stimulation can give you the extra energy you need to make your presentation sparkle. Difficulty: Difficult LO: 16.3: Discuss five steps for delivering a successful presentation. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe steps for developing oral and online presentations

80) Which of the following is a form of parallel communication that takes place during a presentation? A) Backchannel B) Note taking C) Performance D) Webcasts E) Screencasts Answer: A Explanation: A) The backchannel is "a line of communication created by people in an audience to connect with others inside or outside the room, with or without the knowledge of the speaker." Twitter and other digital media can be used by the audience to carry on their own parallel communication during a presentation via the backchannel. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Concept AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 81) Which of the following is an advantage to using the backchannel during presentations? A) The audience can track claims and verify at a later time. B) Information is limited to those in the immediate audience. C) Feedback is available during and after the presentation. D) Contrary audience members have more leverage. E) There could be less immediate interaction from audience members. Answer: C Explanation: C) On the plus side, listeners who are excited about your message can build support for it, expand on it, and spread it to a much larger audience in a matter of seconds. You can also get valuable feedback during and after presentations. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

82) Which of the following is a benefit of online presentations? A) Less backchanneling B) Better ability to read nonverbal cues C) Additional material can be sent after the presentation D) The ability to communicate with a geographically dispersed audience E) Less need to practice Answer: D Explanation: D) Online presentations offer many benefits, including the opportunity to communicate with a geographically dispersed audience at a fraction of the cost of travel and the ability for a project team or an entire organization to meet at a moment's notice. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 83) When preparing for an online presentation, why should the presenter consider sending study materials ahead of time? A) Audience members will have time to answer their own questions. B) It eliminates the need for backchanneling. C) It gives time to rehearse without worrying about technology issues. D) Audience members who cannot attend will not be left out. E) The audience will be more familiar with important background information. Answer: E Explanation: E) Consider sending preview study materials ahead of time. Doing so allows audience members to familiarize themselves with any important background information. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

84) The backchannel can present challenges for business presenters because A) listeners build support for your message instead of the speaker. B) audience members who disagree with you can have more leverage. C) you can get feedback during and after the presentation. D) supporters can spread your message to a larger audience in a matter of seconds. E) Internet connectivity is always an issue. Answer: B Explanation: B) The backchannel gives contrary audience members more leverage, which can cause a presentation to spin out of control. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 85) The most important aspect of any presentation is A) enveloping your message within a cloak of technology. B) impressing the audience with your knowledge, skills, and abilities. C) getting the audience to receive, understand, and embrace your message. D) regarding your audience as passive recipients rather than trying to engage them. E) engaging the audience by asking questions and increasing their involvement. Answer: C Explanation: C) The most important aspect of any presentation is getting the audience to receive, understand, and embrace your message. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Concept AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 86) In business presentations, the backchannel is A) the notes portion of an electronic slide, which only the presenter can see. B) subtle, nonverbal cues the presenter sends during the presentation. C) online communication among audience members during the presentation. D) password-protected electronic slides that only certain audience members are allowed to view. E) distortion on visual aids that are projected on a large screen. Answer: C Explanation: C) Typical backchannel conversations occur on Twitter, Facebook, or IM where audience members communicate among themselves during the presentation. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Concept AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 38 Copyright © 2021 Pearson Education, Inc.

87) When giving an online presentation, which of the following should be done to combat the lack of visual feedback from the audience? A) Ask for feedback frequently B) Wait until the end of the presentation to seek feedback C) Ask your audience to upload their feedback to your website D) Don't worry about asking for feedback E) Ask viewers to use the backchannel to provide feedback Answer: A Explanation: A) During most online presentations, you won't have much visual feedback to let you know if audience members are bored or confused. In addition, some online viewers may be reluctant to attract attention by asking for clarification. So, ask for feedback early and often during your presentation. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 88) Which of the following would help a presenter effectively integrate social media into the presentation process? A) Monitoring feedback B) Eliminating the backchannel during the presentation C) Establishing expectations with the audience ahead of time D) Creating a website for the presentation E) Distributing study materials ahead of time Answer: D Explanation: D) You can create a website for the presentation so people can access relevant resources during or after the presentation. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

89) Which of the following can be used to monitor comments from the audience without interrupting the presentation? A) Setting up a website for the presentation B) Visiting Twitter accounts and blogs to look for areas of concern that are similar to yours C) Tweeting key presentation points while presenting D) Establishing expectations by asking for positive comments to be send through a hashtag E) Using hashtags to monitor comments from the audience during breaks Answer: E Explanation: E) Using a free service such as Tweet Deck to organize tweets by hashtag and other variables, you can monitor comments from the audience. To avoid trying to monitor the backchannel while speaking, you can schedule "Twitter breaks," during which you review comments and respond as needed. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 90) Which of the following is an advantage to reviewing comments after the presentation is over? A) To see what confused the audience and what excited them B) To immediately respond to each comment C) To Tweet sections of the presentation to those who were especially interested D) To gauge effectiveness when there are no comments or questions E) To eliminate the need for questions during the presentation Answer: A Explanation: A) After a presentation is over, review comments on audience members' Twitter accounts and blogs to see which parts confused them, which parts excited them, and which parts seemed to have little effect (based on few or no comments). Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

91) How can a presenter tweet key points during the course of the presentation, making it easier for the audience to retweet and comment on the presentation? A) Hire an audience member to monitor and send tweets B) Use presentation software to send prewritten tweets C) Ask for audience participation in the tweeting process D) Set up a website where comments and tweets will be posted before the presentations E) Tweet as you present Answer: B Explanation: B) Add-ons for presentation software can send out prewritten tweets as you show specific slides during a presentation. By making your key points readily available, you make it easy for listeners to retweet and comment on your presentation. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Application AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 92) Which of the following can be done to encourage comments from the audience as long as comments are not disruptive? A) Automatically tweet key points from your presentation while you speak B) Have all comments sent via the backchannel C) Establish expectations with the audience D) Monitor and ask for more meaningful feedback when inappropriate comments are sent E) Integrate social media into the presentation process Answer: C Explanation: C) Explain that you welcome audience participation but to ensure a positive experience for everyone, comments should be civil, relevant, and productive. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Application AACSB: Information technology; Reflective thinking Learning Outcome: Describe steps for developing oral and online presentations; Discuss techniques for delivering an effective presentation

93) Which of the following can be done to help ensure a successful online presentation? A) Embrace the backchannel B) Keep the presentation as simple as possible C) Allow extra time for questions D) Limit who is in the audience E) Have all questions held until the end of the presentation Answer: B Explanation: B) Keep your presentation as simple as possible. Break complicated slides down into multiple slides if necessary, and keep the direction of your discussion clear so that no one gets lost. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Application AACSB: Information technology; Reflective thinking Learning Outcome: Describe steps for developing oral and online presentations; Discuss techniques for delivering an effective presentation 94) When developing an online presentation, why it is especially important to think about the presentation from the audience's point of view? A) The audience might not be able to access the Internet easily. B) The audience may not have had enough time to download required software. C) The audience is more likely to multitask while online. D) The presentation will be viewed by people who are not part of the intended audience. E) The audience might use different screens and have different visual experiences. Answer: E Explanation: E) People logging in on small mobile devices may not get the same visual experience as people sitting in front of full-size computer screens or conference room projectors. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Application AACSB: Information technology; Reflective thinking Learning Outcome: Describe steps for developing oral and online presentations; Discuss techniques for delivering an effective presentation

95) Skilled presenters are quick to put a stop to audience members engaging in backchannel communication during a presentation. Answer: FALSE Explanation: Rather than try to fight against backchannel communication, it is a better idea to embrace the use of Twitter and other sites to chatter during presentations. View backchannel communication as a form of instant feedback. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Application AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 96) When delivering presentations online, it is especially important to ask the audience for frequent feedback. Answer: TRUE Explanation: Encourage audience members to speak up if they are genuinely confused or feel the need for additional discussion on a topic. If their request is overly disruptive, politely dismiss it and tell the requester to take up the issue with you later. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Application AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 97) Presentation software will ensure the audience can correctly view the presentation regardless of the size and type of screen being used. Answer: FALSE Explanation: People logging in on mobile devices, smartphones in particular, may not get the same visual experience as people sitting in front of full-size computer screens. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

98) Discuss ways to ensure successful online presentations. Answer: To ensure successful online presentations, keep the following advice in mind: Consider sending preview study materials ahead of time. Doing so will help audience members become familiar with any important background information. Rehearse using the system live. Presenting online has all the challenges of other presentations with the additional burden of operating the presentation system while you are talking. Keep your presentation simple. Keep your slides simple and the direction of your discussion clear. Seek feedback frequently. You won't have much visual feedback to alert you when audience members are confused, and many online viewers will be hesitant to interrupt you to ask for clarification. Consider the viewing experience from the audience members' point of view. Will they be able to see what you think they can see? Allow plenty of time for everyone to get connected and familiar with the screen they're viewing. Build extra time into your schedule to ensure that everyone is connected and ready to start. Don't get lost in the technology. Use online presentation tools, but remember the most important goal involves getting the audience to receive, understand, and embrace your message. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations 99) Define "backchannel" and describe the risks and benefits it provides for business presenters. Answer: The backchannel refers to electronic communication among audience members and/or outsiders that occurs during a presentation. It allows audience members to research the speaker's claims (and spread the word if they believe any are shaky) and gives hostile audience members extra leverage. It can also enable supportive audience members to build support for the speaker's message, expand on it, and spread it to a larger audience and allow speakers to receive valuable real-time feedback on the presentation. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

100) Discuss issues to consider before sending presentation materials to the audience ahead of time. Answer: Consider sending preview study materials ahead of time. Doing so allows audience members to familiarize themselves with any important background information. By using a free service such as SlideShare, you can distribute your presentation slides to either public or private audiences, and you can record audio narrative to make your presentations function on their own. Some presenters advise against giving out your slides ahead of time, however, because doing so gives away the ending of your presentation. If time allows, you can prepare preview materials that don't include your entire slide set. Difficulty: Moderate LO: 16.4: Explain the growing importance of the backchannel in presentations, and list six steps for giving effective presentations online. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe steps for developing oral and online presentations

Business Communication Today, 15e (Bovee/Thill) Chapter 17 Enhancing Presentations with Slides and Other Visuals 1) How do visuals improve the impact and quality of a presentation? A) By creating interest B) By replacing much of the verbal aspect of the presentation C) By adding information not covered in the presentation D) By focusing the attention away from the speaker E) By being available to all audience members Answer: A Explanation: A) Visuals can improve the quality and impact of any presentation by creating interest, illustrating points that are difficult to explain with words alone, adding variety, and increasing the audience's ability to absorb and remember information. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 2) Which of these is one key way visuals help the audience absorb and remember information? A) The audience doesn't have to listen to the speaker. B) Humans process visuals faster than text. C) The audience can print a copy for future reference. D) Software that is used to create the visual can be more entertaining than the speaker. E) The message will be focused on the visuals, not the main idea of the presentation. Answer: B Explanation: B) Visuals can improve the quality and impact of any presentation by creating interest, illustrating points that are difficult to explain with words alone, adding variety, and increasing the audience's ability to absorb and remember information. Behavioral research has shown that visuals can improve learning by up to 400 percent because humans can process visuals 60,000 times faster than text. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

3) Which of the following is an advantage of using Prezi in a presentation? A) They are less dynamic than conventional slides. B) They can be used for linear and nonlinear presentations. C) They are more flexible during the presentation. D) They increase design options. E) They eliminate the need for other media elements, such as video. Answer: C Explanation: C) The biggest advantages of Prezis are flexibility (both in how you structure your visuals and in how you access them during your presentation), the ability to incorporate video and other media elements, and a more dynamic look and feel than conventional slide shows. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss techniques for delivering an effective presentation 4) Which of the following is a disadvantage of using Prezi to create visuals? A) They are less flexible in how they can be structured. B) They can be difficult to access during a presentation. C) It is difficult to incorporate other media elements, such as video. D) The main idea can be lost as the presenter jumps from topic to topic. E) They can replace spoken words by a speaker. Answer: D Explanation: D) The potential disadvantages of Prezi include fewer design options, the chance of viewers "losing the plot" as the presenter jumps from topic to topic, and the possibility of viewers feeling dizzy or even getting motion sickness if zooming is overused. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss techniques for delivering an effective presentation

5) Why is it important to keep visuals simple, especially in terms of design choices? A) Presentation software cannot read all fonts. B) Special effects will decrease the audience's interest. C) There is less chance of misinterpretation by the audience. D) There is less likelihood the audience will copy the visuals, protecting your ownership. E) You can add on to them during the presentation, based on audience needs. Answer: C Explanation: C) First, creating simple materials often takes less time. Second, simple visuals reduce the chances of distraction and misinterpretation. Third, the more complex your presentation, the more likely something might go wrong. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 6) What is the primary purpose of visuals in a presentation? A) To entertain the audience B) To support and clarify the message C) To eliminate questions by the audience D) To add visual interest E) To replace the spoken word Answer: B Explanation: B) Remember that your message is the presentation, not your visuals. Your visuals are there to help support and clarify what you have to say. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

7) After you've chosen the right media for creating visuals to support your presentation, A) start creating your visuals. B) think through your presentation plan carefully before you get to work. C) search your archives for existing visuals that you can recycle in your new context. D) check your system for special effects software. E) see if specialized equipment will be available in the meeting room. Answer: B Explanation: B) Once you've selected a visual medium, think through your presentation outline before you start creating anything. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 8) Chalkboards and whiteboards are particularly useful for A) small-group sessions. B) making presentations for large audiences. C) formal situations. D) delivering media-rich presentations. E) showing complex relationships. Answer: A Explanation: A) Chalkboards and whiteboards are effective tools for recording points made during small group meetings. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

9) Which of the following visual aids would be particularly helpful for recording ideas during a group brainstorming session? A) Flip charts B) Linear slides C) Prototypes and working models D) Individual mobile devices E) Chalkboards Answer: A Explanation: A) A flipchart is a dependable, low-tech tool for recording ideas and comments during team meetings and presentations. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 10) Which of the following are flipcharts effective in helping to create during a brainstorming session? A) "linear slide decks" B) "modular modality" C) "structured understanding" D) "group memory" E) "groupthink" Answer: D Explanation: D) When you're brainstorming in a group, use a flip chart to aid in developing "group memory" of the ideas developed during the session. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

11) Which of the following is a potential disadvantage of using slides for a presentation? A) They are considered old fashioned and will negatively affect the credibility of the speaker. B) It is easy to lose the flow of the presentation when slides are changed. C) Presenters tend to worry more about the slides than what they will say. D) The presentation slides will only summarize key ideas. E) The presentation will be linear in nature. Answer: E Explanation: E) The biggest potential disadvantage of slides is the linear nature of the presentation. Changing the flow of the presentation or jumping to specific slides is typically more difficult with conventional slides than it is with a Prezi. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 12) Overhead transparencies are old-fashioned visuals that are no longer used in business presentations. Answer: FALSE Explanation: Some people still use overhead transparencies. They don't require the latest computer or projection equipment, and a speaker can write on them during a presentation. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 13) When creating text or graphics slides, it is important to keep content and graphics as simple and readable as possible. Answer: TRUE Explanation: Simplicity has several advantages. Creating simple items is usually easier and takes less time than complicated graphics. Keeping it simple has benefits for the viewer as well, reducing the likelihood of distraction, confusion, and misinterpretation. Finally, the more complicated a graphic is, the more chance there is for something to go wrong. Difficulty: Easy LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Concept AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

14) When you're verifying design plans for a presentation, use visuals to support and clarify what you have to say, not be the focus of your message. Answer: TRUE Explanation: Think through your presentation plan carefully before you begin to create anything. Remember that your message is the presentation, not your visuals; your visuals are there to help support and clarify what you have to say. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Concept AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 15) How should visuals be used to support a presentation without taking over the presentation? Answer: Visuals can improve the quality and impact of any presentation by creating interest, illustrating points that are difficult to explain with words alone, adding variety, and increasing the audience's ability to absorb and remember information. Behavioral research has shown that visuals can improve learning by up to 400 percent because humans can process visuals 60,000 times faster than text. For all the communication power of visuals, however, don't make the mistake of thinking that your visuals are your presentation. Particularly when using software such as Prezi or Microsoft PowerPoint, communicators sometimes fall into the trap of letting the visuals take center stage. Remember that your message is the presentation, not your visuals; your visuals are there to help support and clarify what you have to say. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 16) Identify the advantages and disadvantage of using slides in a presentation. Answer: Slides created with PowerPoint or similar programs have a number of advantages: They are easy to create and edit (at least for simple slides), designs are easy to customize, and slides are easy to incorporate into online meetings and webcasts. The biggest potential disadvantage of slides is the linear nature of the presentation. Changing the flow of the presentation or jumping to specific slides is typically more difficult with conventional slides than it is with a Prezi. Note that for both Prezis and slides, the disadvantages people sometimes mention are usually a result of how the tools are used, rather than limitations in the software itself. Difficulty: Moderate LO: 17.1: Explain the role of visuals in business presentations, and list the types of visuals commonly used. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 7 Copyright © 2021 Pearson Education, Inc.

17) Which of the following is the most fundamental design choice to make when creating slides for a linear presentation? A) How many slides to use B) What information to put on the slides C) Whether to use structured or free-form slides D) Color palette E) How to make the slides interactive Answer: C Explanation: C) The most important design choice you face when creating slides is whether to use conventional structured slides or the looser, free-form slides that many presentation specialists now advocate. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 18) Which of the following can keep free-form slides visually unified? A) Bullets B) A mix of color and fonts C) As few slides as possible D) Consistent design elements E) An easy-to-use template Answer: D Explanation: D) Choosing a free-form design strategy does not mean you should just randomly change the design from one slide to the next. Effectively designed slides should still be unified by design elements such as color and typeface selections. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

19) Which of the following is an advantage of using structured slides for a presentation? A) They are easy to create with a template. B) It is easy to modify the templates for more visual variety. C) They can be changed to follow the flow of conversation. D) They limit the inclusion of complex ideas. E) It is easy to create text-heavy, uniform slides. Answer: A Explanation: A) Structured slides have the advantage of being easy to create. You simply choose an overall design scheme for the presentation, select a template for a new slide, and start typing. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 20) How can free-form slides prevent cognitive overload in the audience? A) By offering "big picture" views instead of detail B) By creating text-heavy slides C) By creating slides that all look alike, creating flow and uniformity D) By being used only as a way to replace a detailed handout E) By limiting the amount of information delivered in each slide Answer: E Explanation: E) Free-form slide designs can overcome the drawbacks of text-heavy structured design by providing complementary visual and textual information and limiting the amount of information delivered on each slide. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss techniques for delivering an effective presentation

21) Which of the following makes free-form slides especially good for motivational and persuasive messages? A) Their ability to excite and engage B) Their ability to limit speaker efforts C) Their ease of creation D) Their emphasis on visual content E) Their emphasis on textual information Answer: A Explanation: A) With appropriate imagery and thoughtful design, free-form designs can also create a more dynamic and engaging experience for the audience. Given their ability to excite and engage, free-form designs are particularly good for motivational, educational, and persuasive presentations. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 22) Which of the following is a disadvantage of using free-form slides? A) They are limited to visual content. B) They require more time and creativity to develop. C) They are limited to textual content. D) They tend to distract the audience. E) They require animation software. Answer: B Explanation: B) Effectively designing slides with both visual and textual elements is more creatively demanding and more time consuming than simply typing text into preformatted templates. The emphasis on visual content also requires more images which take time to find. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

23) Unlike structured slides, free-form slides A) encourage design consistency. B) don't follow a rigid design structure. C) use bullets to emphasize key ideas. D) contain extra-large fonts. E) have a limited impact on the viewer because they lack imagery. Answer: B Explanation: B) Free-form designs often have more impact on the viewer than structured designs because they use visual imagery in a more creative way, relying on visual action and the relationship between symbolic images rather than static rows and columns. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 24) Structured presentation slides are usually a practical choice for A) persuasive presentations. B) educational presentations. C) project update presentations. D) motivational presentations. E) small, persuasive presentations. Answer: C Explanation: C) Structured slides are usually the best choice for project updates and other routine informative presentations, particularly if the slides are intended to be used only once. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

25) A presenter who is using free-form slides is A) released from the constraints of place and time. B) responsible for conveying more of the content. C) more likely to present complex subjects in a cohesive, integrated manner. D) able to rely on each slide to function as speaking notes. E) no longer the focus of attention because the slides are. Answer: B Explanation: B) Because free-form slides contain little text on each slide, the speaker is responsible for conveying more of the content. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 26) Which of the following can be used to make free-form slides have a dynamic and flowing feel, like a Prezi? A) Additional text elements B) Animation capabilities C) A variety of color D) Engaging fonts E) Conveying more of the content on the screen Answer: B Explanation: B) By taking advantage of the animation capabilities in PowerPoint or Keynote, it is also possible to create some of the dynamic, flowing feel of a Prezi. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Application AACSB: Information technology Learning Outcome: Discuss techniques for delivering an effective presentation

27) Which of the following is a disadvantage to using structured slides? A) It is easy to add too many bullet points. B) The text-heavy slides all look alike. C) Information can be included with text and visually. D) There is a limited amount of information delivered at one time. E) Priorities in the information are hard to determine. Answer: B Explanation: B) The primary disadvantage of structured design is the mind-numbing effect of text-heavy slides that all look alike. Slide after slide of dense, highly structured bullet points with no visual relief can put an audience to sleep. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 28) Which of the following is one of the advantages of using free-form slides in a presentation? A) They are easy to create. B) They create consistent design schemes for the presentation. C) They provide complementary information through the use of text and visuals. D) They can be created quickly. E) They usually offer a variety of templates. Answer: C Explanation: C) Free-form slides can fulfill three criteria researchers have identified as important for successful presentations: (1) providing complementary information through both textual and visual means; (2) limiting the amount of information delivered at any one time to prevent cognitive overload; and (3) helping viewers process information by identifying priorities and connections, such as by highlighting the most important data points in a graph. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

29) All effectively designed slides, whether free-form or structured, should A) follow a structure that changes based on information. B) replace the spoken words of the presenter. C) be designed to entertain. D) use pictures instead of words whenever possible. E) be unified by design elements. Answer: E Explanation: E) Effectively designed slides should still be unified by design elements such as color and typeface selections. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 30) Which of the following best describes why structured slides can be more effective at conveying complex ideas or sets of interrelated data? A) Each critical set of ideas can be placed on an individual slide. B) Color and font changes can be used to highlight key ideas. C) More information can be put onto each slide. D) Summary slides can be supported by handouts. E) The uniform look of the slides makes comparisons easier. Answer: C Explanation: C) Because more information can usually be packed onto each slide, carefully designed structured slides can be more effective at conveying complex ideas or sets of interrelated data to the right audiences. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

31) Which of the following is the emphasis of free-form slides? A) Time savings during development B) Visual content C) Consistent structure D) Lists and bullet points E) Text Answer: B Explanation: B) Free-form slides require effectively designing slides with both visual and textual elements is more creatively demanding and more time consuming than simply typing text into preformatted templates. The emphasis on visual content also requires more images, which take time to find. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 32) Why are free-form slides less effective when presenting complex subjects? A) Information is broken into smaller chunks and is less integrated. B) The audience is more focus on the animation and less on content. C) Speakers tend to rely more heavily on the slides and less on the spoken word. D) They are time consuming to create. E) Slides cannot be used multiple times and have to be recreated regularly. Answer: A Explanation: A) When using free-form slides, the division of information into smaller chunks can make it difficult to present complex subjects in a cohesive, integrated manner. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 33) Because they contain more textual information than structured slides, free-form slides require less preparation and practice on the part of the speaker. Answer: FALSE Explanation: Free-form slides contain less, not more text information than structured slides. They also require as much or more planning than structured slides. A single free-form presentation typically requires many more slides than a similar structured presentation. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Application AACSB: Information technology Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 15 Copyright © 2021 Pearson Education, Inc.

34) If you create slides in PowerPoint or Keynote, you can mimic the feel of a Prezi by using animation features. Answer: TRUE Explanation: If you use the animation features in PowerPoint and Keynote, you can create some of the dynamic flowing feel of Prezi. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Application AACSB: Analytical thinking Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 35) The chief advantage of free-form slides is the ability to change the design from one slide to the next. Answer: FALSE Explanation: Choosing a free-form design strategy does not mean you should just randomly change the design from one slide to the next. Effectively designed slides should still be unified by design elements such as color and typeface selections. Difficulty: Moderate LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 36) Discuss the advantages and disadvantages of using structured slides for presentations. Answer: Structured slides have the advantage of being easy to create; you simply choose an overall design scheme for the presentation, select a template for a new slide, and start typing. If you're in a schedule crunch, going the structured route might save the day because at least you'll have something ready to show. Given the speed and ease of creating them, structured slides can be a more practical choice for routine presentations such as project status updates. Also, because more information can usually be packed on each slide, carefully designed structured slides can be more effective at conveying complex ideas or sets of interrelated data to the right audiences. The primary disadvantage of structured design is the mind-numbing effect of text-heavy slides that all look alike. Slide after slide of dense, highly structured bullet points with no visual relief can put an audience to sleep. Difficulty: Difficult LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

37) Discuss the disadvantages of using free-form slides for a presentation. Answer: Free-form slides have several potential disadvantages. First, effectively designing slides with both visual and textual elements is more creatively demanding and more time consuming than simply typing text into preformatted templates. The emphasis on visual content also requires more images, which take time to find. Second, because far less textual information tends to be displayed on screen, the speaker is responsible for conveying more of the content. Ideally, of course, this is how a presentation should work, but presenters sometimes find themselves in less than ideal circumstances, such as being asked to fill in for a colleague on short notice. Third, if not handled carefully, the division of information into smaller chunks can make it difficult to present complex subjects in a cohesive, integrated manner. For instance, if you're discussing a business problem that has five interrelated causes, it might be helpful to insert a conventional bullet-point slide as a summary and reminder after discussing each problem on its own. Difficulty: Difficult LO: 17.2: Explain the difference between structured and free-form slides, and suggest when each design strategy is more appropriate. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 38) Which of the following is a critical design element in slides because it can create contrast, isolate elements, and emphasize important ideas? A) Color B) Graphics C) Font D) Number of slides E) Structure Answer: A Explanation: A) Color is a critical design element, far more than mere decoration. It grabs the viewer's attention, emphasizes important ideas, creates contrast, and isolates slide elements. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

39) If a presentation takes place in a well-lit room, which type of color scheme should be used for the text when the slide background is light? A) Bold B) Bright C) Light D) Midrange E) Dark Answer: E Explanation: E) If you'll be presenting in a dark room, use dark colors such as blue for the background, a midrange of brightness for illustrations, and light colors for text. If you are presenting in well-lit rooms, reverse the colors: Use light colors for the background and dark colors for text. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 40) Which visual element in a slide is the equivalent of paper in a printed report, and should be consistent from slide to slide? A) Background B) Artwork C) Type style D) Foreground E) Color Answer: A Explanation: A) Every slide has two layers or levels of visual elements: the background and foreground. The background is the equivalent of paper in a printed report and often stays the same from slide to slide, particularly with structured designs. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

41) Which of the following is the recommended design approach for the background in slides? A) Bright B) Flashy and appealing C) Open, spacious, and simple D) Playful and relaxed E) Graphically bold and strong Answer: C Explanation: C) Generally speaking, the less the background does, the better. As Nancy Duarte explains, the background "should be open, spacious, and simple." Cluttered or flashy backgrounds tend to distract from your message. The background needs to stay in the background; it shouldn't compete with the foreground elements. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 42) Which of the following includes photos, drawings, charts, and other visuals that contain information to support a message? A) Decorative artwork B) Slide master C) Clipart D) Functional artwork E) Multimedia Answer: D Explanation: D) In the background, all artwork is essentially decorative. In the foreground, artwork can be either functional or decorative. Functional artwork includes photos, technical drawings, charts, and other visual elements containing information that is part of your message. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

43) Which of the following can help make decorative artwork helpful in supporting a message? A) Using artwork to minimize the message in the slide B) Creating low-impact images so they don't compete with the message from the speaker C) Creating images that will pull viewer attention away from the essential elements of the slide D) Finding and incorporating clipart E) Using artwork to establish an appropriate emotional tone Answer: E Explanation: E) Decorative artwork can be helpful if it establishes an appropriate emotional tone or amplifies the message of a slide, partly because simple, high-impact images are easier to remember than text. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 44) Expert presenters often structure specific slides around a ________ that helps organize and explain the points they are trying to make. A) general topic B) key visual C) graph D) series of bullet points E) chart Answer: B Explanation: B) A key visual can work in tandem with your written and spoken messages to help audiences get your message. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

45) When choosing typefaces and type styles for slides, be sure to A) use script fonts for emphasis. B) limit your fonts to one or two per slide. C) avoid boldface type. D) use a different font to call attention to keywords. E) use a standard, 12-point font for text. Answer: B Explanation: B) A single slide should have no more than two typefaces. Use of additional typefaces causes a distraction for the viewer and makes the slide seem confused and unprofessional. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 46) Which of the following can result in a slide presentation creating a barrier between the speaker and the audience? A) Lack of design awareness B) Strong colors that create contrast C) Presentation created with PowerPoint D) A visual aid that supports the point being made E) Free-form slides Answer: A Explanation: A) Lack of design awareness, inadequate training, schedule pressures, and the instinctive response of doing things the way they've always been done can lead to ineffective slides and lost opportunities to really connect with audiences. And although Prezi is sometimes promoted as the antidote to PowerPoint, using Prezi does not guarantee you'll end up with an effective presentation; it, too, can be misused and wind up creating a barrier between the speaker and the audience. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

47) When creating a presentation using Prezi, which of the following should the presentation be built around? A) The speaker B) Contrasting color C) Audience engagement D) Animation E) A central visual Answer: E Explanation: E) With both structured and free-form design strategies, it is often helpful to structure some of the slides around key visuals that help organize and explain the points you are trying to make. Prezi presentations are often built around a central visual. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 48) When should a visual aid be incorporated in to a presentation? A) When slides become text heavy B) When it can help organize and communicate your ideas C) Midpoint in the presentation to refocus the attention of the audience D) Every time the changes E) When trying to replace bullet point lists Answer: B Explanation: B) Not every slide in a presentation lends itself to using a key visual, but consider using them whenever a visual can help organize and communicate your ideas. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

49) Which of the following design element will help convey nonverbal messages such as elegance, fiscal responsibility, or emphasis? A) Consistency B) Balance C) Convention D) Simplicity E) Color Answer: E Explanation: E) Color sends a powerful nonverbal message, too, whether it's elegance, technical sophistication, fiscal prudence, or trendiness. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 50) Which of the following should be considered when incorporating color in a presentation for an international audience? A) Color should be used uniformly and consistently throughout the presentation. B) Color should indicate professionalism and be confined to black and white. C) Color can be used to break up complex information . D) Color has different meanings in various cultures. E) Color can be used to eliminate emotional connections. Answer: D Explanation: D) Keep in mind that colors can have specific meanings in various cultures, so if you are creating slides for intercultural or international audiences, research those cultural differences. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

51) When adding artwork to slides, which of the following should include unique text and graphical elements for each individual slide? A) Clip art B) Strong, contrasting colors C) The foreground D) Functional artwork E) The background Answer: C Explanation: C) The foreground contains the unique text and graphic elements that make up each individual slide. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 52) When creating a background, what is the role of added artwork? A) Decorative B) Textual information C) Numerical information D) Emotional tone E) Amplification of message Answer: A Explanation: A) In the background, all artwork is essentially decorative. In the foreground, artwork can be either functional or decorative. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

53) Which of the following can be used to add visual elements with information that is part of the message? A) Clip art B) Decorative artwork C) Background slides D) Functional artwork E) White space Answer: D Explanation: D) Functional artwork includes photos, technical drawings, charts, and other visual elements containing information that is part of your message. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 54) When determining the type size, which of the following should be considered? A) Major points to stress B) Background of audience C) If the presentation is linear or nonlinear D) Room size E) Time available to build the slide deck Answer: D Explanation: D) When selecting type sizes, consider the room(s) in which you'll be presenting. The farther the audience is from the screen, the larger your type must be in order to be readable from everywhere in the room. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

55) Which of the following is an advantage of using a type no smaller than 30 points on presentation slides? A) Every idea will be distilled down to its essential core. B) There is little need for decorative elements. C) There will be an opportunity to increase the number of slides. D) Errors in consistency will be less obvious. E) Everyone in the room will focus on reading the slide. Answer: A Explanation: A) The investor and author Guy Kawasaki, who has sat through hundreds and hundreds of presentations, suggests using no type smaller than 30 points. Doing so not only ensures readable slides but forces you to distill every idea down to its essential core, simply because you won't have space to be wordy. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 56) Why is it important to use consistent visual elements through an entire presentation? A) The speaker will appear more professional. B) The audience assigns meaning to the visual elements and changing can be confusing. C) To set the tone of the presentation D) To add interest and to spark curiosity E) There will be little need for other decorative elements such as clip art. Answer: B Explanation: B) Audiences start assigning meaning to visual elements as soon as they see your first onscreen image. Don't force people to repeatedly figure out the meaning of design elements by making arbitrary changes from slide to slide. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

57) Which of the following allows the same design elements to show up in every slide, making consistency in slides easy to achieve? A) Clip art B) Background elements C) Slide masters D) Functional artwork E) Free-form strategies Answer: C Explanation: C) Presentation software makes consistency easy to achieve, particularly for structured slide designs. You simply adjust the slide master (or equivalent function in your software) using the colors, fonts, and other design elements you've chosen. These choices will then automatically show up on every slide in the presentation. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 58) Which of the following will help maintain consistency in slides and ensure that lists, charts, graphics, and other elements show up in predictable places on each slide? A) Functional artwork B) Foreground layouts C) Free-form slide decks D) Background elements E) Choosing a predefined layout from your software Answer: E Explanation: E) you can maintain consistency by choosing a predefined layout from those available in your software—which helps ensure that bulleted lists, charts, graphics, and other elements show up in predictable places on each slide. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

59) In most cases, text slides should contain a maximum of four or five lines with no more than four or five words per line. Answer: TRUE Explanation: Limit text content to four or five lines with four or five words per line. You can exceed those limits on selected slides, but do so infrequently. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 60) When determining which color to use as a design element, it is important to remember that color has different meanings in other cultures. Answer: TRUE Explanation: Remember, color may have a different meanings in certain cultures, so if you are creating slides for international audiences, research those cultural differences. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 61) With both structured and free-form design strategies, some slides should be structured around key visuals that organize and explain points you are trying to make. Answer: TRUE Explanation: With both structured and free-form design strategies, it is often helpful to structure some of the slides around key visuals that help organize and explain the points you are trying to make. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

62) In general, the more emphasis the slide background adds, the better. Answer: FALSE Explanation: In general, the less the background does, the better. Cluttered or flashy backgrounds tend to distract from your message. The background needs to stay in the background; it shouldn't compete with the foreground elements. Difficulty: Moderate LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 63) Explain the types of artwork can be included in the foreground of presentation slides. Answer: This artwork can be functional or decorative. Functional artwork includes photos, technical drawings, charts, and other visual elements containing information that's part of your message. Decorative artwork simply enhances the look of your slides. Difficulty: Difficult LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 64) How can you determine the best font size for the text in an electronic presentation? Answer: After you've selected your fonts and type styles, test them for readability by viewing sample slides from your audience's point of view. The best size depends on the room(s) in which you'll be presenting. The farther the audience will be from the screen, the larger your font size must be. Difficulty: Difficult LO: 17.3: Outline the decisions involved in using a key visual and selecting color, artwork, and typefaces to create effective slide designs. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

65) Which of the following can be done to reduce the detail in a slide, making it easier for the audience to understand? A) Provide copies of all slides B) Use one chart or graph to compare several items at once C) Minimize white space D) Eliminate anything that is not essential to the message E) Use muted colors so data is coordinated with the background Answer: D Explanation: D) Eliminate anything that is not absolutely essential to the message. If necessary, break information into more than one slide. If a deeper level of detail is helpful or necessary, hand out printed visuals that people can review during or after the presentation. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 66) When preparing text slides for a presentation, you should A) try to have a slide to go with every concept you want to convey. B) be sure to use complete sentences. C) limit each slide to a single thought, concept, or idea. D) use a variety of colors and fonts to emphasize keywords. E) include enough information in the slide so you won't have to use presentation notes. Answer: C Explanation: C) Good design means that each slide conveys a unique idea, and only one idea. This is the goal to strive for, although if the presentation begins to require too many slides you may need to: (a.) cover fewer ideas or (b.) start combining some of the ideas you are expressing. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 67) Which one of the following is the best example of how to use functional animation? A) Having each bullet point fly from the left side of the screen B) Moving a color bar on the screen to highlight the steps in a process C) Using a cartwheel effect to bring in a block of text from outer space D) Making a clipart image spin around in circles E) Using emoticons and cartoons to soften the message Answer: B Explanation: B) Using carefully controlled functional animation is a great way to demonstrate sequences and procedures. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 30 Copyright © 2021 Pearson Education, Inc.

68) To make your text slides more readable, A) limit the text on each slide to four or five lines with four or five words per line. B) use complete sentences with capitals and punctuation rather than short bulleted phrases. C) use the passive voice. D) add artwork that expresses your thoughts to eliminate words. E) provide handouts so the audience can make notes about each slide. Answer: A Explanation: A) Clutter and causing your audience to strain to see your text are two things you want to avoid in your presentation. If your slide seems to need more than four or five lines of text, consider breaking it up into two separate slides. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 69) If you're planning to use a video in your presentation, make sure it's A) a full-length feature. B) capable of delivering a universal message. C) brief and relevant. D) suitable for taking the place of your presentation. E) saved for the end of the presentation, making it more memorable. Answer: C Explanation: C) Video clips can add memorable, engaging content to your presentations, as long as they're relevant, interesting, and brief. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 70) When adapting graphics for slides, A) include only essential information. B) use full numbers, such as 2021, rather than '21. C) avoid using arrows or boldface type. D) don't use more than eight or nine graph lines. E) use light, subtle colors. Answer: A Explanation: A) From a distance, fine details on graphics are simply too hard to see and too fine and subtle to appreciate. Eliminate all parts of your graphic that aren't essential for it to convey its message. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 31 Copyright © 2021 Pearson Education, Inc.

71) Which of the following is the purpose of using builds in a slide presentation? A) To determine how one slide is replaced by the next B) To control the release of text and other elements on each slide C) To replace transitions D) To incorporate sound effects E) To create a smooth, subtle effect that is easy for the audience to follow Answer: B Explanation: B) Builds are much more useful than transitions, at least when used with care and thought. These effects control the release of text, graphics, and other elements on individual slides. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 72) If you're planning to use a transition effect in your slides, A) create miniature animated shows with them. B) randomize them to keep the audience guessing. C) be sure to add sound effects as well. D) use the same transition throughout the presentation. E) create a series of short presentation slideuments. Answer: D Explanation: D) If you use a transition effect, use the same one throughout the presentation and choose the effect carefully. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

73) Which of the following is an advantage of using presentation tools available on mobile devices? A) You have greater flexibility in creating and practicing your presentation. B) You can add delivery cues while giving your presentation. C) The presentation is stored in the cloud so there is no need for notes. D) Copies of the presentation can be sent to the audience during the presentation. E) Audience members can verify the accuracy of your claims using the backchannel. Answer: A Explanation: A) Keynote, PowerPoint, Prezi, and many other presentation tools are now available on mobile devices, which expands the flexibility you have for creating, practicing, and delivering presentations. For example, you can control your presentation from your smartphone and draw on the projected image by drawing on your phone screen. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 74) When creating presentations with several diagrams or other complex visual materials, which of the following will help to make the visual reports most effective? A) Use slide-report hybrids for the presentation and handouts B) Provide a copy of all slides as a handout C) Create the presentation in a word processing software to allow for more meaningful detail D) Incorporate audio and visual clips to complement the live message E) Provide handouts that provide additional details and supporting information Answer: E Explanation: E) Avoid the temptation to use slide-report hybrids for presentation slides and as handouts. The ideal solution is to create an effective slide set and a separate handout document (either a visual report or a conventional report) that provides additional details and supporting information. This way, you can optimize each piece to do the job it is really meant to do. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

75) Which of the following should be the goal of using multimedia such as audio and video clips in a presentation? A) To replace the need for a live presentation B) To provide additional material that might be interesting to the audience C) To create visual reports instead of conventional reports D) To complement the live message E) To allow the audience to view the presentation again at a later time Answer: D Explanation: D) Multimedia elements offer the ultimate in active presentations. Using audio and video clips can be an effective way to complement your live message, such as including a recorded message from a company executive or scenes from a customer focus group. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 76) Which of the following is used to instruct the computer to move to another slide or program within a presentation? A) Hyperlinks B) Transitions C) Builds D) Animation E) Visual reports Answer: A Explanation: A) A hyperlink instructs your computer to jump to another slide in your presentation, to a website, or to another program entirely. Depending on your presentation software, hyperlinks can be underlined text, invisible hotspots in graphical elements, or clearly labeled action buttons. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

77) Which of the following is a benefit of using hyperlinks in a linear presentation? A) The presentation can be replaced with video. B) The presentation can be customized. C) The presentation can be more detailed and specific. D) There will be less need for a question and answer session. E) The presentation can be reproduced in detailed handouts. Answer: B Explanation: B) Using hyperlinks is a great way to customize your presentations, giving a linear presentation some of the flexibility of a nonlinear presentation. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 78) Which of the following will allow a presenter to switch between details of most interest to the audience in order to best meet the needs of the audience? A) Slide decks B) Slideuments C) Hyperlinks D) Visual reports E) Builds Answer: C Explanation: C) Hyperlinks and action buttons can be quite handy when you need flexibility in your presentations or want to share different kinds of files with the audience. By building in links that accommodate various scenarios, you can adjust your presentation at a moment's notice—and look polished and professional while you do it. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

79) Which of the following is used to release information in a controlled fashion, and not distract the audience while doing so? A) Background elements B) Functional artwork C) Builds D) Hyperlinks E) Transitions Answer: C Explanation: C) The point of a build is to release information in a controlled fashion, not to distract or entertain the audience. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 80) Which of the following is a potential drawback to transitions such as pinwheels and checkerboards? A) They can act as animated shows and be more interesting to the audience. B) They can disrupt the flow of the presentation and make it look amateurish. C) They reduce the opportunity to use hyperlinks. D) They are less effective when the presentation is viewed on mobile devices. E) They are difficult and time consuming to create. Answer: B Explanation: B) Many transitions (such as checkerboards, pinwheels, and spinning "newsflashes") are like miniature animated shows themselves and are therefore distracting. These pointless transition effects not only disrupt the flow of your presentation, they can make the whole thing seem amateurish. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

81) Which of the following will help a presenter demonstrate sequence and procedures during a presentation? A) Controlled functional animation B) Decorative animation C) Action buttons D) Builds E) Hotspots Answer: A Explanation: A) Using carefully controlled functional animation is a great way to demonstrate sequences and procedures. Use animation in support of your message, not simply for animation's sake. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 82) When creating charts and tables for slides, which of the following should be the goal of the slide title? A) To direct the audience's eyes to the main point of the visual B) To allow extra white space so viewers can interpret content from a distance C) To offer contrast that stands out from the slide's background D) To be intriguing and engaging E) To summarize the intent of the graphic Answer: E Explanation: E) Summarize the intent of the graphic in one clear title, such as "Earnings up by 15%." Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

83) When should handouts be used to supplement graphics? A) When the audience is geographically diverse B) When you want the audience to study our graphics in order to understand the message C) When each audience member has different levels of interest D) When a deeper level of detail is necessary E) When you wish to replace text as much as possible Answer: D Explanation: D) Eliminate anything from the graphic that is not essential to the message. If necessary, break information into more than one slide. If a deeper level of detail is helpful or necessary, hand out printed visuals that people can review during or after the presentation. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 84) When writing content for text slides, what is the advantage to using parallel grammatical form? A) To emphasize informative titles B) To use short, bulleted phrases instead of long sentences C) To avoid text heavy slides D) To incorporate visuals whenever possible E) To facilitate quick reading Answer: E Explanation: E) Phrase lists and other content in parallel grammatical form to facilitate quick reading. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 85) Detailed images that look fine on a printed page are usually well suited for presentation slides. Answer: FALSE Explanation: Detailed images that look fine on the printed page can be too dense and too complicated for use in presentations. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Concept AACSB: Analytical thinking Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication

86) Including hyperlinks limits your ability to customize a linear presentation for different audiences and situations. Answer: FALSE Explanation: Using hyperlinks is a great way to customize a linear presentation, giving it some of the flexibility of a nonlinear presentation. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Concept AACSB: Application of knowledge Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 87) Using builds can help prevent your audience from reading ahead during your presentation. Answer: TRUE Explanation: An excellent use of a build is to have bullet points appear one by one on a list. That allows the speaker to focus on only one point at a time. Difficulty: Moderate LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 88) Describe seven strategies for writing readable content for slides. Answer: The first step is to limit each slide to one thought, concept, or idea. Second, limit the content to 4-5 lines of text containing 4-5 words per line. Third, avoid showing multiple textheavy slides in a row. It is also more effective to write short bulleted phrases instead of long sentences. Fourth, use complete sentences only when you need to share a quotation or other text word for word. Instead, use short, bulleted phrases. Fifth, when it comes to items in lists, make sure to state them in parallel grammatical form to facilitate quick reading. Sixth, use the active voice rather than the passive to make your slides easy to read. Seventh, include short informative titles. Difficulty: Difficult LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

89) Describe how hyperlinks can allow greater flexibility in a presentation and better meet the needs of the audience. Answer: Hyperlinks can be quite handy when you need flexibility in your presentations or want to share different kinds of files with the audience. A hyperlink instructs your computer to jump to another slide in your presentation, to a website, or to another program entirely. Using hyperlinks is also a great way to customize your presentations, giving a linear presentation some of the flexibility of a nonlinear presentation. You might be prepared to give an in-depth technical presentation to a group of engineers, only to have the company president walk in and request a brief financial overview instead. Or you might prepare a set of detailed technical slides to supplement your primary message but not show them unless the audience asks detailed questions. Another challenging situation is finding out at the last minute that you have less time than you thought to make your presentation. If you've built in some flexibility, you won't need to rush through your entire presentation or scramble to find the most important slides. Instead, you can simply click an action button labeled "Five-minute overview" and jump right to the two or three most important slides in your presentation. With hyperlinks, you can even switch from the indirect approach to the direct approach or vice versa, based on the response you're getting from your audience. By building in links that accommodate these various scenarios, you can adjust your presentation at a moment's notice—and look polished and professional while you do it. Difficulty: Difficult LO: 17.4: Explain how to create effective slide content. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 90) Which of the following is one of the advantages of using a slide sorter to do a final review of presentation visuals? A) To develop an alternative if equipment fails B) To determine which items need to be made into handouts C) To see slides in the same size and format as the audience D) To view slides in detail, one at a time E) To reposition slides and check for design consistency Answer: E Explanation: E) Use this view to add and delete slides, reposition slides, check slides for design consistency, and verify the operation of any effects. Moreover, the slide sorter is a great way to review the flow of your story. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

91) Which type of slide is effective in longer presentations where the presenter wants to tell the audience where the presentation is going and where they've been? A) Slideuments B) Agenda slides C) Navigation slides D) Program detail slides E) Title slides Answer: C Explanation: C) To tell your audience where you're going and where you've been, you can use a series of navigation slides based on your outline or agenda. This technique is most useful in longer presentations with several major sections. As you complete each section, repeat the slide but indicate which material has been covered and which section you are about to begin. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 92) Why should a presenter avoid distributing handouts before the presentation begins if the presentation follows the indirect approach? A) The audience will use built-in hyperlinks to verify the accuracy of the data. B) The animation will look flat and uninteresting. C) The audience can see the conclusion and recommendations before they are talked about. D) The presenter will have to provide additional details to make the presentation worth listening to. E) The audience will not have to listen to the presentation. Answer: C Explanation: C) Timing the distribution of handouts depends on their content, the nature of your presentation, and your personal preference. Some speakers like to distribute handout copies of their slides before the presentation begins so that the audience can take notes on them. Doing so can be risky, however, particularly if you've organized your talk with the indirect approach, because the audience can read ahead and reach the conclusion and recommendations before you're able to build up to them yourself. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

93) You can create a well-organized presentation by using a ________ at each major section break to announce the title of the section that's about to begin. A) storyline B) pull quote C) bumper slide D) hyperlink E) review slide Answer: C Explanation: C) You can insert a bumper slide at each major section break in a presentation, announcing the title of the section you're about to begin. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 94) A title slide A) is the equivalent of a report's cover and title page. B) defines the topic of the presentation. C) lists the topics you plan to cover in your presentation. D) always contains the word "Introduction." E) introduces your credentials as a speaker. Answer: A Explanation: A) A title slide serves the same purpose as the title page of a report. It identifies who you are and what your presentation is about. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 95) Which of the following will introduce what will be covered in the presentation and any additional information the audience might need? A) Cover B) Introduction C) Agenda D) Teaser E) Summary Answer: C Explanation: C) An agenda slide takes care of local "housekeeping" chores, such as plans for the company picnic or URLs for logging into backchannels. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 42 Copyright © 2021 Pearson Education, Inc.

96) What is the goal of reviewing visuals to make sure each covers only one thought or idea? A) Focus B) Conciseness C) Clarity D) Simplicity E) Visual appeal Answer: A Explanation: A) Does each slide cover only one thought, concept, or idea (or summarize a group of related ideas)? Does the slide grab the viewer's attention in the right place and support the key points of the message? Are arrows, symbols, or other techniques used to draw the audience's attention to the key sections of a chart or diagram? Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 97) You can use "moving blueprint slides" at several points in your presentation to indicate what material has been covered what which section you are about to begin. Answer: TRUE Explanation: A moving blueprint slide shows the audience what has been covered so far and what is still to come. If you want to review the entire presentation, include a blueprint slide at the end of the presentation. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation 98) Handouts should be developed as you develop your presentation to provide supporting details the audience can consume later. Answer: TRUE Explanation: Plan your handouts as you develop your presentation so that you use each medium as effectively as possible. Your presentation should paint the big picture, convey and connect major ideas, set the emotional tone, and rouse the audience to action (if that is relevant to your talk). Your handouts can then carry the rest of the information load, providing the supporting details that audience members can consume at their own speed, on their own time. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

99) What is the potential disadvantage of distributing handout copies of your slides before your presentation begins? Answer: Distributing copies of your slides before your presentation begins allows your audience to read ahead instead of listening to you. Doing so is especially risky if your subject is controversial and you've chosen an indirect approach. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Concept AACSB: Written and oral communication Learning Outcome: Summarize the steps involved in planning, selecting, and producing a visual business communication 100) Explain the content and function of the three types of navigation and support slides. Answer: Navigation and support slides add "finish" to your presentation and provide additional information to benefit your audience. Title slides are the equivalent of a report's cover and title page, and they present basic information about you, your organization, and your presentation. Agenda and program details slides communicate both the agenda for your presentation and any additional information that your audience might need. Navigation slides tell your audience where you're going and where you've been in the presentation. They include moving blueprint slides, which show what material has been covered and which section you are about to begin. Another example is the bumper slide, which appears at each major section break and announces the title of the section you're about to begin. Difficulty: Moderate LO: 17.5: Explain the role of navigation slides, support slides, and handouts. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss techniques for delivering an effective presentation

Business Communication Today, 15e (Bovee/Thill) Chapter 18 Building Careers and Writing Résumés 1) Which of the following career planning activities will help you define where you want to go and how to present yourself to a targeted employer? A) Writing the story of you B) Getting organized C) Crafting a personal strategy D) Starting at least a year away from graduation E) Creating stepping-stone opportunities Answer: A Explanation: A) You might find it helpful to think about the "story of you," the things you are passionate about, your skills, your ability to help an organization reach its goals, the path you've been on so far, and the path you want to follow in the future. Writing your story is a valuable planning exercise that helps you think about where you want to go and how to present yourself to target employers. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 2) What does "quality of hire" mean to employers? A) The amount of risk involved in each new hire B) The potential for long-term growth of a new hire C) How closely a new hire meets the company's needs D) How many of the new hires' skill sets can be used immediately E) The number of new hires compared to the number of job openings Answer: C Explanation: C) Many companies judge the success of their recruiting efforts by quality of hire, a measure of how closely new employees meet the company's needs. Given this perspective, what steps can you take to present yourself as the low-risk, high-reward choice? Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

3) How can you help a potential employer see that you are a good fit for the specific needs of a particular position? A) Indicate the specific job you want in the application letter B) Use an objective section on the résumé to tell the employer what you are looking for C) Use action terms D) Customize your résumé to the specific job opening E) Stress grades and volunteerism instead of previous jobs Answer: D Explanation: D) As a job candidate, customizing your résumé to each job opening is an important step in showing employers that you will be a good fit. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 4) Which of the following should your goal be during the interview process? A) To explain what you are looking for in an entry-level position B) To show how classes have prepared you for a position in your field C) To determine your value in the market D) To explore which type of positions would be most interesting to you E) To explain how your general potential translates to the specific needs of the position Answer: E Explanation: E) From your initial contact all the way through the interviewing process, in fact, you will have opportunities to impress recruiters by explaining how your general potential translates to the specific needs of the position. Difficulty: Difficult LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 5) Which of the following is the process of making informal connections with people who could have beneficial business contacts? A) Career counseling B) Networking C) Planning D) Applying E) Public relations Answer: B Explanation: B) Networking is the process of making informal connections with mutually beneficial business contacts. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 2 Copyright © 2021 Pearson Education, Inc.

6) Why is it important to build networks with people who have similar professions or are currently working at organizations you are interested in working for? A) Current employees will always give honest opinions about the organization. B) You are less likely to need to update your résumé. C) Most companies ask employees for recommendations before using other search techniques. D) You can use those connections to make even more connections through sites like LinkedIn. E) You are more likely to be recommended for an opening so those in your network can spend more time with you. Answer: C Explanation: C) Networking is more essential than ever because the vast majority of job openings are never advertised to the general public. To avoid the time and expense of sifting through thousands of applications and the risk of hiring complete strangers, most companies prefer to ask their employees for recommendations first. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 7) Which of the following can help show your problem solving and project management skills on your résumé even when you don't have much paid work experience? A) Trade shows B) Networking C) Blogging D) Volunteering E) Utilizing mobile apps for the job search Answer: D Explanation: D) Don't overlook volunteering; you not only meet people but also demonstrate your ability to solve problems, manage projects, and lead others. You can do some good while creating a network for yourself. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

8) Which of the following will maximize your chances of finding the right opportunities during your job search? A) Searching online job boards such as Monster and applying before others get the chance to see the openings B) Looking in the newspaper C) Waiting to hear about them from people you know D) Identifying companies you want to work for and focusing your efforts on them E) Sending your résumé to every company you can Answer: D Explanation: D) When jobseekers apply on Internet job boards, they are competing with thousands of others who view the same jobs. A better strategy is to target single companies and focus on making contacts with HR people or managers within those companies. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 9) Which of the following will help a candidate avoid losing an opportunity as recruiters narrow the list of candidates they will pursue? A) Increasing the number of network connections B) Sending résumé to a general audience C) Building a personal brand by continuously sending tweets to the recruiter D) Being late for an interview only because a previous interview went longer than planned E) Cleaning up your digital footprint and assuming that employers will conduct an online search on candidates Answer: E Explanation: E) Assume that every employer will conduct an online search on you. Busy recruiters will seize on these errors as a way to narrow the list of candidates they need to spend time on, so don't give them a reason to toss out your résumé. Difficulty: Difficult LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

10) Which of the following should be the goal of your social media activity? A) To indicate the type of work you want to do B) To show your unique talents and personality traits C) To indicate you are well rounded and social, based on number of connections D) To reflect who you intend to be as a professional E) To minimize negative information that might show up in a social media search Answer: D Explanation: D) Recruiters even have tools that attempt to analyze your personality based on your social media activity, so make sure your public digital presence reflects who you intend to be as a professional. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 11) When hiring managers consider a candidate, they look for the ability to perform the job and A) how well rounded a candidate is based on their networking skills. B) whether the candidate understands what it takes to be a professional in today's workplace. C) potential for advancement. D) how soon the candidate can start the new job. E) additional skills and abilities that might eventually be of use to the company. Answer: B Explanation: B) Hiring managers consider more than just your ability to handle the job. They want to know if you'll be reliable and motivated—if you're somebody who "gets it" when it comes to being a professional in today's workplace. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

12) How can a candidate help a potential employer see how their skills will transfer to a new position? A) By customizing the résumé to each job opening B) By offering concrete examples after the interview has been scheduled C) By adding industry jargon and buzzwords to the résumé D) By including references from the same industry E) By writing about the particular job on social media sites Answer: A Explanation: A) An important aspect of any employer's quality-of-hire challenge is trying to determine how well a candidate's attributes and experience will translate into the demands of a specific position. As a job candidate, customizing your résumé to each job opening is an important step in showing employers that you will be a good fit. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 13) Why is it important to incorporate networking in to your job search process? A) Your network can act as a source of referral when the right job comes along. B) People in your network can provide the most accurate information about a job or hiring manager. C) The majority of job openings are never advertised to the public. D) There will be less need for a formal, targeted résumé. E) You can learn about the industry and appropriate jargon to add to you résumé. Answer: C Explanation: C) Networking is more essential than ever because the majority of job openings are never advertised to the public. To avoid the time and expense of sifting through thousands of applications and the risk of hiring complete strangers, many companies start by asking their employees for recommendations—and these referrals are one of the most important sources of new employees. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

14) Which of the following can derail a job search quickly? A) Seeking career counseling B) Asking a member of your network to share your résumé C) Volunteering while in college instead of performing paid work D) A spelling mistake on your résumé E) Not being unique while attending a job fair Answer: D Explanation: D) Take care to avoid simple blunders that can derail a job search including mistakes in your résumé, misspellings, and unprofessional social media posts. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 15) Starting with your initial contact and continuing throughout the interview process, you should A) stress how much getting the job will mean to you. B) press for a decision because you are scheduled for other interviews. C) let the employer determine how to use your knowledge, skills, and abilities. D) explain how your skills and accomplishments will meet the needs of the employer. E) be honest about the pay and benefits you expect to receive once hired. Answer: D Explanation: D) An essential task in your job search is presenting your skills and accomplishments in a way that is relevant to the employer's business challenges. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 16) The résumé should be based on what a candidate is looking for, not what the employer is looking for. Answer: FALSE Explanation: Your perceived ability to perform the job is an essential part of your potential quality as a new hire. Many companies judge the success of their recruiting efforts by quality of hire, a measure of how closely new employees meet the company's needs. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

17) You should expect to interact with intelligent technology throughout your job search. Answer: TRUE Explanation: To find the best employees and reduce the demands on their recruiting staffs, many companies now use a range of artificial intelligence (AI) tools to find potential hires, filter applications, interact with candidates, evaluate résumés, and even conduct screening interviews via chat or video. Difficulty: Moderate LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 18) How can career counseling aid your search for employment? Answer: Career counselors (often available at college career centers) can offer advice on career planning, job search techniques, résumé preparation, interview techniques, self-marketing, and more. You can also find career planning advice online. Many of the websites offer articles and online tests to help you choose a career path, identify essential skills, and prepare to enter the job market. Difficulty: Difficult LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 19) Explain the importance of networking as part of your career search, and describe how to go about finding helpful networks. Answer: Networking is the process of making informal connections with a broad sphere of mutually beneficial business contacts. Research suggests that it is currently the most common way that employees find jobs. Helpful networks are available in-person and online. You can find them by reading news sites, blogs, and other online sources, by participating in student business organizations, and by visiting trade shows that cater to the industry you're interested in. Volunteering in social, civic, and religious organizations can also help you create a network for yourself. Difficulty: Difficult LO: 18.1: List eight key steps to finding the ideal opportunity in today's job market. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

20) Which of the following is the purpose of a résumé? A) To get a job B) To increase your network C) To get an interview D) To create a compelling narrative the employer will carefully read E) To provide every positive detail to show the candidate in the best possible light Answer: C Explanation: C) The purpose of a résumé is not to get you a job but rather to get you an interview. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 21) How can conducting research on various professions, industries, companies, and individual managers help a candidate when creating a résumé? A) The candidate can eliminate key ideas in the application letter. B) The candidate will know who to send their résumé to. C) The candidate will have a better idea of what type of personal information to include. D) The candidate will have more talking points for the interview. E) The candidate will have a better idea of the audience and their information needs. Answer: E Explanation: E) As you conduct your research on various professions, industries, companies, and individual managers, you will have a better perspective on your target readers and their information needs. Learn as much as you can about the individuals who may be reading your résumé. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

22) How should your résumé primarily be organized? A) Based on your strengths B) Based on your education C) Based on your skills D) Based on your previous experience E) Based on your interests Answer: A Explanation: A) Organize your résumé around your strengths. Although there are a number of ways to organize a résumé, most are some variation of chronological, functional, or a combination of the two. The right choice depends on your background and your goals. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 23) Which résumé format is dominated by work experience, which is placed near the top of the résumé? A) Keyword B) Chronological C) Functional D) Combination E) Skills-based Answer: B Explanation: B) In a chronological résumé, the work experience section dominates and is placed immediately after your contact information and introductory statement. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

24) Why do many employers prefer a chronological format for a résumé? A) The résumé starts with the candidate's strength. B) The résumé starts by clearly indicating what position is being applied for. C) The professional history is clear and easy to follow. D) Personal interests and goals are usually right up front. E) They are most effective when using keyword searches. Answer: C Explanation: C) The chronological approach is the most common way to organize a résumé, and many employers prefer this format because it presents your professional history in a clear, easyto-follow arrangement. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 25) Which résumé format can help a candidate emphasize skills, capabilities, and other areas of competence instead of job history? A) Keyword B) Chronological C) Combination D) Functional E) Audience-centered Answer: D Explanation: D) A functional résumé, sometimes called a skills résumé, emphasizes your skills and capabilities, identifying employers and academic experience in subordinate sections. This arrangement stresses individual areas of competence rather than job history. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

26) Which of the following is an advantage of using a combination format when creating a résumé? A) It highlights education and capabilities when there is not a strong employment history. B) It hides issues with past employment. C) It focuses on skills instead of gaps in employment. D) Employers prefer the easy-to-follow arrangement. E) The résumé will scan well when the employer wants to conduct a keyword search. Answer: A Explanation: A) The chief advantage of this format is that it allows you to highlight your capabilities and education when you don't have a long or steady employment history, without raising concerns that you might be hiding something about your past. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 27) How can the impact of frequent job changes be minimized on a résumé? A) Include a "reason for leaving" statement for each job B) Group similar jobs under a single heading C) Extend the dates of employment on the résumé, but not the job application D) Leave dates off the résumé entirely E) Talk about relevant experiences gained during employment gaps Answer: B Explanation: B) If you've had a number of short-term jobs of a similar type, such as independent contracting and temporary assignments, you can group them under a single heading. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

28) When employers see that a candidate has been with one employer for a long time, what else would they look for on the résumé? A) Increased responsibilities over time B) Salary range C) Reason for leaving D) Projects worked on E) Skills that only relate to the position being applied for Answer: A Explanation: A) Itemize each position held at the firm to show growth within the organization and increasing responsibilities along the way. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 29) How is a CV different from a résumé? A) CVs are shorter. B) CVs focus on job skills, not employers. C) CVs are more detailed and include personal information. D) CVs are primarily used for leadership positions. E) CVs focus on salary and promotion. Answer: C Explanation: C) Résumés and CVs are essentially the same, although CVs can be much more detailed and include personal information that is not included in a résumé. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

30) Why are some employers suspicious of functional résumés? A) The résumé tends to focus more on the job than on the skills. B) The résumé focuses on supporting skills claims instead of the actual skills. C) Employers have to spend too much time reading them to determine what a candidate can do. D) Employers want to see the names of the organization. E) The résumé can obscure a candidate's work history. Answer: E Explanation: E) You should be aware that because the functional résumé can obscure your work history, many employment professionals are suspicious of it. Moreover, it lacks the evidence of job experience that supports your skills claims. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 31) The best approach to preparing a résumé is to A) create a perfect résumé and send the same version to all prospective employers. B) learn as much as you can about who may be reading it and be sure to meet their needs. C) keep it general, brief, and nonspecific. D) use two or three pages so you can include detail. E) be as unique as possible in order to stand out from others. Answer: B Explanation: B) Résumés should be targeted specifically for the person or company who is intended to receive them. The résumé should show that you have the proper skills and experience to do the job that is being offered. Since different jobs require different skills, you will end up sending a different résumé to almost every employer you apply to. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

32) The most common way to organize a résumé is using a(n) ________ format. A) functional B) direct C) chronological D) persuasive E) indirect Answer: C Explanation: C) Many employers prefer chronological résumés and prefer them to other résumé forms. So, unless you have a good reason for using a functional or combination format, organize your résumé chronologically. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 33) If you are just graduating from college and have little or no professional experience, A) a traditional chronological résumé is your only option. B) a functional résumé is your only option. C) your combination résumé should probably list educational qualifications first. D) your résumé can be written in a casual, informal tone. E) your résumé should focus on your career goals instead of your skills. Answer: C Explanation: C) Employers understand that recently graduated applicants will not have much to list under work experience, so focusing on education is acceptable. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

34) If you are planning a career change and want to deemphasize lengthy unemployment or lack of career progress, the best organizational plan for your résumé would be A) chronological. B) functional. C) targeted. D) indirect. E) persuasive. Answer: B Explanation: B) A functional résumé can cover up long periods of unemployment and lack of advancement by focusing on skills and competence. However, deemphasizing employment usually sends up a red flag to employers, so applicants should expect questions about work experience when using this kind of résumé. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 35) A type of résumé that emphasizes a candidate's skills and accomplishments while also including a complete job history is A) a chronological résumé. B) a functional résumé. C) a combination résumé. D) an indirect résumé. E) a targeted résumé. Answer: C Explanation: C) A combination résumé combines chronological and functional approaches. Using this approach an applicant can emphasize skills and abilities without arousing suspicion about a poor work experience record. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

36) Which of the following résumé types includes key features of the chronological and functional approaches? A) Hybrid résumé B) Mash-up résumé C) Combination résumé D) Indirect résumé E) Traditional résumé Answer: C Explanation: C) A combination résumé presents functional skills within a chronological work experience structure. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 37) Which of the following is the first step in preparing to write a résumé? A) Gather information about yourself B) Determine résumé format C) Research potential employers D) Determine who your targeted employer is E) Identify positions you are a good fit for Answer: A Explanation: A) If you haven't been building an employment portfolio thus far, you may need to do some research on yourself at this point. You probably won't use every piece of information you come up with, but you'll want to have it at your fingertips. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

38) If you have a gap in your work history, which of the following can be emphasized in your résumé? A) Reasons for the gap in your work history B) Additional references that include previous employers C) Non-related part time work D) Your willingness to start at a more entry level position E) Education and experience gained through volunteerism Answer: E Explanation: E) Mention any relevant experience and education you gained during employment gaps, such as volunteer or community work. Also, consider the combination résumé format to emphasize your skills. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 39) If you are a new graduate or otherwise inexperienced in your field, what will a strong introductory statement on your résumé do? A) Identify the position you are applying for B) Summarize your need to find an entry level position in your field C) Identify what you are looking for in a position D) Summarize the value you bring to an employer E) Identify why you are inexperienced in the field Answer: D Explanation: D) Include related volunteer work, membership in professional groups, relevant coursework, and internships. Write a strong introductory statement that summarizes the value you can bring to an employer. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

40) Which of the following can be done with a résumé if you are overqualified for a position? A) Indicate you have decades of experience in other areas B) Focus the résumé only on skills and experience that relate most directly to the targeted position C) Keep the résumé to three pages or less D) Highlight volunteerism and your ability to multitask E) Create a bulleted list of general skills the employer might be interested in Answer: B Explanation: B) Tone down your résumé by focusing on the experience and skills that relate most directly to the target position. If you are deeper into your career and are concerned about your age working against you, steer clear of phrases such as "decades of experience" and focus your presentation on your most recent and current accomplishments. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 41) If you have been terminated from a job for cause, or have a criminal record, how can you address these issues? A) Be prepared to talk about what you have learned and the positive changes you have made since. B) Be prepared to soften the information when you are asked why you left a position. C) Remind the employer this is confidential information and they do not have a need to know. D) Add the information to the résumé so it does not appear you are hiding information. E) Tell the employer you have moved on and would rather talk about other, more positive experiences. Answer: A Explanation: A) Your résumé doesn't need to disclose that you were fired from a previous position, but if you are asked that on an application form or in an interview, you need to answer truthfully. Be prepared with an answer that illustrates how you learned from the experience and will be a positive asset to your next employer. Difficulty: Difficult LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

42) A combination résumé combines descriptions of your education and employment background. Answer: FALSE Explanation: A combination résumé combines a functional and a chronological résumé format. A combination résumé emphasizes skills without seeming to conceal work experience. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 43) The purpose of a résumé is to get an employer interested in interviewing the candidate. Answer: TRUE Explanation: The purpose of a résumé is to kindle employer interest and generate an interview. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 44) The more good information a candidate presents about themselves in the résumé, the better, so list all skills and abilities. Answer: FALSE Explanation: Recruiters don't need that much information about you at the initial screening stage, and they probably won't read it. Difficulty: Moderate LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

45) Identify seven common areas of concern in résumés, and how to address them. Answer: First is frequent job changes. If you've had a number of short-term jobs of a similar type, such as independent contracting and temporary assignments, you can group them under a single heading. Also, if past job positions were eliminated as a result of layoffs or mergers, find a subtle way to convey that information. Second are gaps in work history. Mention relevant experience and education you gained during employment gaps, such as volunteer or community work. Third is inexperience. Mention related volunteer work and membership in professional groups. List relevant course work and internships. Fourth is over-qualification. Tone down your résumé, focusing exclusively on the experience and skills that relate to the position. Fifth is longterm employment with one company. Itemize each position held at the firm to show growth within the organization and increasing responsibilities along the way. Sixth is job termination for cause. Be honest with interviewers and address their concerns with proof, such as recommendations and examples of completed projects. Seventh is a criminal record. You don't necessarily need to disclose a criminal record or time spent incarcerated on your résumé, but you may be asked about it on job application forms. Use the interview process to explain any mitigating circumstances and to emphasize your rehabilitation and commitment to being a lawabiding, trustworthy employee. Difficulty: Difficult LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 46) Discuss four fallacies about the purpose of a résumé and discuss what the résumé really can do for a candidate. Answer: One fallacy is that the purpose of a résumé is to list all your skills and abilities. The truth is the purpose of a résumé is to kindle employer interest and generate an interview. The second fallacy is that a good résumé will get you the job you want. The truth is all a résumé can do is get you in the door. The third fallacy is that your résumé will always be read carefully and thoroughly. The truth is that in most cases, your résumé needs to make a positive impression within a few seconds; only then will someone read it in detail. Moreover, it will likely be screened by a computer looking for keywords first—and if it doesn't contain the right keywords, a human being may never see it. The fourth fallacy is that the more good information you present about yourself in your résumé, the better, so stuff your résumé with every positive detail. The truth is that recruiters don't need that much information about you at the initial screening stage, and they probably won't read it. Difficulty: Difficult LO: 18.2: Explain the process of planning your résumé, including how to choose the best résumé organization. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

47) Which of the following is essential in adapting your résumé to show you are a good fit for a specific job? A) Include as many bulleted keywords as possible B) Write the résumé using applicant tracking software C) Use the same terminology as the employer D) Include a link to social media sites such as LinkedIn and Facebook E) Explain career goals in a "Career Objective" section of the résumé Answer: C Explanation: C) An essential step in adapting your résumé is using the same terminology as the employer uses to describe job responsibilities and professional accomplishments. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 48) Which of the following is used to analyze the content of résumés in order to find candidates that match the job description? A) Networks B) Job posting boards C) Functional résumé skills D) Applicant tracking systems E) Application letters Answer: D Explanation: D) With the widespread use of automated applicant tracking systems, which attempt to analyze the content of résumés in order to find good matches with company job descriptions, aligning your language to the employer's will help you get past the filters these systems use to rank incoming résumés. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

49) Which of the following should be incorporated into a résumé to quantify your claims? A) Evidence of abilities B) Action verbs C) Accomplishments D) A summary E) Examples of industry knowledge Answer: A Explanation: A) Whenever you can, quantify the results so that your claims don't come across as empty puffery. Don't just say that you're a team player or detail oriented—show that you are by offering concrete proof. Carefully select the most compelling evidence so that your message is clear and immediate. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 50) Which of the following should be included to quickly show the reader what you can deliver to the organization? A) Qualifications summary B) Career objective C) Action verbs D) Career summary E) Essential keywords Answer: A Explanation: A) A qualifications summary offers a brief view of your key qualifications. The goal is to let a reader know within a few seconds what you can deliver. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

51) In which order should jobs be listed in the résumé? A) Chronological order B) The job that most closely relates to the position being sought first C) Reverse chronological order D) Full-time jobs first E) The job held the longest first Answer: C Explanation: C) List your jobs in reverse chronological order, starting with the most recent. Include military service and any internships and part-time or temporary jobs related to your career objective. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 52) Which of the following personal data should be included in the résumé when applying to U.S. companies? A) Age B) National origin C) Salary history D) Email address E) Reasons for leaving jobs Answer: D Explanation: D) When applying to U.S. companies, never include any of the following: physical characteristics, age, gender, marital status, sexual orientation, religious or political affiliations, race, national origin, salary history, reasons for leaving jobs, names of previous supervisors, names of references, Social Security number, or student ID number. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

53) You can use a ________ to recap your career, with a focus on your increasing levels of responsibility and performance. A) career objective B) qualifications summary C) career summary D) key activity matrix E) keyword summary Answer: C Explanation: C) A career summary offers a brief recap of your career with the goal of presenting increasing levels of achievement and responsibility. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 54) When you're selecting keywords to include your résumé, you should A) never use more than three of them at one time. B) incorporate them into your introductory statement and other sections. C) place all of them in a keyword summary at the end of the résumé. D) choose strong verbs and colorful adjectives. E) use industry jargon and buzzwords. Answer: B Explanation: B) Keywords are an important part of a résumé because many employers use computer searches to match applicants with keywords. Incorporating keywords into your introductory statement and elsewhere in your résumé can ensure that your keywords are counted in searches. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

55) Which of the following should be considered when deciding whether to include your GPA under the "Education" section of your résumé? A) Most employers will not consider you for an interview if it is not there. B) Employers will generally respect you for being modest and not boasting about your record. C) It can work to your advantage if it is relatively high. D) You should always state it in your application letter so you don't need it on the actual résumé. E) A list of classes taken is more meaningful to an employer. Answer: C Explanation: C) Whether you list your grade point average (GPA) depends on where you are in your career and on the quality of your grades. Including it can work to your advantage if it is relatively high (3.5 or above on a 4.0 scale), and you have little or no professional experience. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 56) When you describe your work experience on your résumé, you should A) start with your most recent job and work back chronologically. B) describe one or two jobs in detail so that employers get an idea of your work ethic. C) list only full-time positions. D) try to come up with fancier titles for the jobs you've held. E) use the same amount of space for each job held. Answer: A Explanation: A) Jobs and work experience should be listed in reverse chronological order, no matter what kind of résumé you are using. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

57) In describing activities and achievements on your résumé, you should A) include all activities including those for religious and political organizations. B) highlight activities and achievements that makes you a more attractive job candidate. C) use significant amounts of jargon and technical terms. D) leave out any awards you've won unless they are specifically relevant to your current career objective. E) emphasize those that were most important to you. Answer: B Explanation: B) The key is to list activities and achievements that make you a more attractive candidate for the job you are applying for. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 58) Do not include items on your résumé that could encourage discrimination, such as A) a LinkedIn URL B) previous job titles. C) sexual orientation. D) military service. E) desired salary. Answer: C Explanation: C) When applying to U.S. companies, don't include personal data such as age, marital status, or sexual orientation in a résumé. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

59) Putting "References available upon request" at the end of your résumé is A) not necessary since the availability of references is usually assumed. B) standard practice, and most employers will expect to see it. C) less effective than listing the names and contact information for all references, even if the employer has not requested them. D) necessary only when applying for government positions. E) not necessary, but expected. Answer: A Explanation: A) Employers now assume that applicants have references available if they are asked for. What that means is that even before sending out your résumés, you need to have your references contacted and ready to respond. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 60) Military service relevant to the position you're seeking should be listed in the ________ section of your résumé. A) Volunteer B) Additional information C) Work Experience D) Keyword E) Application letter Answer: C Explanation: C) List your jobs in reverse chronological order, starting with the most recent. Include military service and any internships and part-time or temporary jobs related to your career objective. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

61) If you decide to include a career objective in your résumé, present it in a way that relates your aspirations to A) as many jobs as possible. B) the employer needs. C) your personal needs and desires. D) your relationship to the global community. E) increasing levels of authority Answer: B Explanation: B) When you're writing a career objective, word it in a way that relates your qualifications to employer needs. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 62) When composing your résumé, ________, and focus on what your reader needs to know. A) use first-person pronouns B) use machine-searchable keywords C) write complete sentences in the passive voice D) use short, crisp phrases that start with action verbs E) use color and interesting fonts Answer: D Explanation: D) Write your résumé using a clear and direct style. Use short, crisp phrases instead of whole sentences, and focus on what your reader needs to know. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

63) Including ________ on a résumé allows you to present a brief overview of your qualifications. A) a statement of objectives B) a summary of qualifications C) your LinkedIn profile D) lists of experiences E) job-specific keywords Answer: B Explanation: B) A qualifications summary offers a brief view of your key qualifications. The goal is to let a reader know within a few seconds what you can deliver. Difficulty: Easy LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 64) Community service and volunteerism should be listed in the ________ section of your résumé. A) miscellaneous B) activities and achievements C) educational background D) work experience E) skills and accomplishments Answer: B Explanation: B) In the activities and achievements section, include community service activities that suggest leadership, teamwork, technical aptitude, and communication skills. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

65) In order to stand out as a candidate with integrity, A) keep your résumé honest. B) round down details such as GPA and employment dates. C) always include references with accurate phone numbers. D) include reasons for leaving each position. E) use an active voice for keywords. Answer: A Explanation: A) Express your talents and experience clearly and confidently, but don't inflate your accomplishments or do anything else to mislead employers. Stand out as a candidate with integrity. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 66) In addition to listing information such as education, GPA and employment experience, employers look at communication, teamwork, and leadership skills as proof of A) hard skills. B) keywords. C) soft skills. D) emotional intelligence. E) advancement. Answer: C Explanation: C) Hard skills are measurable, specific abilities, such as using spreadsheets, operating equipment, speaking a second language, designing websites, and so on. Soft skills are the less-tangible, interpersonal side of things—including communication, teamwork, leadership, and conflict resolution. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

67) On the résumé, which of the following should be the goal of a well-developed section that talks about work experience, skills, and accomplishments? A) To eliminate the need for excessive keywords B) To hide shortcomings in other areas such as length of time on the job C) To extend the length of the résumé to two pages D) To show how you can contribute to an employer's future E) To build a case for a higher than average starting salary Answer: D Explanation: D) Like the education section, the work experience section should focus on your overall theme in a way that shows how your past can contribute to an employer's future. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 68) Which of the following best describes people who have had the opportunity to evaluate the knowledge and skills you can bring to a job you are applying for? A) Professional references B) Coworkers C) Personal references D) Interviewers E) LinkedIn connections Answer: A Explanation: A) Professional references are people who have had the opportunity to evaluate the knowledge and skills that you can bring to the jobs you are applying for. Professors and instructors, supervisors, colleagues, and even customers are all good candidates to approach for serving as professional references. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

69) Why is it important to provide potential references with information about the job you applied for and a copy of your résumé? A) To indicate what type of information you would like them to share B) To ensure they do not apply for the same position C) To get suggestions for updating the LinkedIn profile D) To act as a networking tool in the event your references know of similar positions E) To refresh their memories about you and your qualifications for the position Answer: E Explanation: E) Describe the opportunities you are pursuing, include links to specific job postings if you have identified any, and provide any information (such as résumé) that people might need to refresh their memories about you and your qualifications. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 70) The education section of your résumé should list courses that have directly equipped you for the job you are seeking and indicate any scholarships, awards, or academic honors you have received. Answer: TRUE Explanation: Courses that are relevant to the job you are applying for signal to the employer that you have some knowledge of the job. Awards and honors signal that you are an exceptional and high-achieving person. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 71) Most employers now conduct online searches to learn more about promising candidates, and many have rejected applicants because of what those searches yield. Answer: TRUE Explanation: Candidates who are found to be lying or grossly exaggerating on their résumés usually pay a heavy price for their actions. More than 90 percent of companies that discover false information in résumés refuse to hire the offending applicants. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

72) When listing work experience on a résumé, you should emphasize significant achievements in each job. Answer: TRUE Explanation: Including significant achievements is an important part of a résumé. For example, stating that you interned for an environmental organization is helpful. Stating that during your internship you developed a program for testing water quality is something that employers find highly attractive. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 73) Discuss why it is important to be honest when creating a résumé and during the interview process. Answer: Applicants with integrity know they don't need to stoop to lying. If you are tempted to stretch the truth, bear in mind that professional recruiters have seen all sorts of fraud by job applicants, and frustrated employers are working aggressively to uncover the truth. Nearly all employers do some form of background checking, from contacting references and verifying employment to checking criminal records and sending résumés through verification services. Employers are also beginning to craft certain interview questions specifically to uncover dishonest résumé entries. Most companies that find lies on résumés refuse to hire the offending applicants, even if that means withdrawing formal job offers. And if you do sneak past these filters and get hired, you'll probably be exposed on the job when you can't live up to your own résumé. Given the networked nature of today's job market, lying on a résumé could haunt you for years—and you could be forced to keep lying throughout your career to hide the misrepresentations on your original résumé. Difficulty: Difficult LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

74) Discuss the appropriate writing style when composing a résumé. Answer: Write your résumé using a simple and direct style. Use short, crisp phrases instead of whole sentences and focus on what your reader needs to know. Avoid using the word "I," which can sound both self-involved and repetitious by the time you outline all your skills and accomplishments. Instead, start your phrases with strong action verbs. Whenever you can, quantify the results so that your claims don't come across as empty puffery. Don't just say that you're a team player or detail oriented—show that you are by offering concrete proof. Providing specific supporting evidence is vital, but make sure you don't go overboard with details. Carefully select the most compelling evidence so your message is clear and immediate. In addition to clear writing with specific examples, the particular words and phrases used throughout your résumé are critically important. The majority of résumés are now subjected to keyword searches in an applicant tracking system or other database, in which a recruiter searches for résumés most likely to match the requirements of a particular job. Difficulty: Moderate LO: 18.3: Describe the tasks involved in writing your résumé, and list the sections to consider including in your résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 75) Because recruiters typically skim a résumé for essential information, produce your résumé with A) a casual, nonlinear design. B) a clean, professional-looking design. C) a colorful, sparkling design. D) a dense, information-intensive design. E) strong, well-written paragraphs. Answer: B Explanation: B) A recruiter or hiring manager will only spend a few seconds skimming a résumé, so use a clean, professional design to produce your résumé. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

76) As a general rule, if you have fewer than five years of professional experience, A) use executive-level résumé that is more than one page in length. B) limit a conventional résumé to one page in length. C) create a highly technical résumé. D) use one page to highlight personal information and one page to highlight skills and experience. E) highlight skills that fit the job so they stand out more. Answer: B Explanation: B) As a general guideline, if you have fewer than five years of professional experience, keep your conventional résumé to one page. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 77) Which of the following should be done to make a résumé tight, clear, and focused? A) Keep the résumé to one page B) Add links to the résumé for additional information C) Eliminate minor details and irrelevant information D) Write the résumé for viewing on mobile technology E) Use a longer qualification section and shorter job descriptions Answer: C Explanation: C) Weed out details and irrelevant information until your résumé is tight, clear, and focused. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

78) Which of the following should be the basis for choosing design elements in a résumé? A) The amount of white space in the résumé B) How to make your résumé stand out from others C) If the résumé will be in print or online D) Availability of appropriate graphics E) The needs of the audience Answer: E Explanation: E) As with every type of business message, keep your audience, your goals, and your resources in mind. If the intended audience expects an applicant to have design skills, the résumé is a good opportunity to demonstrate those. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 79) Which type of résumé format should be used if the employer wants the résumé sent via email without an attachment or to fill out an online application? A) Scannable B) Digital C) Plain-text file D) Printed E) PDF Answer: C Explanation: C) The plain-text version can be used in two ways. First, you can include it in the body of an email message, for employers who want email delivery but don't want file attachments. Second, you can copy and paste the sections into the application forms on an employer's website. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

80) Which of the following is an advantage of sending a résumé as a PDF attachment? A) Applicant tracking software can be run directly on the file. B) Pictures and video links are easy to incorporate. C) The file automatically converts to a plain-text file. D) The formatting of the résumé is preserved. E) The résumé can easily be transferred to a social media site. Answer: D Explanation: D) The advantages of creating PDFs are that you preserve the formatting of your résumé (unlike pasting plain text into an email message), and you create a file type that is less vulnerable to viruses than word-processor files. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 81) Potential employers view your résumé as A) nothing more than a routine employment-related document. B) incidental to your workplace credibility. C) evidence of your attention to detail and quality. D) your opportunity to channel your creative spirit. E) a reflection of your interests and desires. Answer: C Explanation: C) Employers view your résumé as a concrete example of your attention to quality and detail. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

82) An infographic résumé uses ________ to convey a person's career development and skill set. A) storyboarding B) visual metaphors C) pull quotes and boilerplate text D) keyword summaries E) pictures of the candidate at work Answer: B Explanation: B) An infographic résumé attempts to convey a person's career development and skill set graphically through a visual metaphor such as a timeline or poster. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 83) A résumé with a ________ will serve you well for most business opportunities. A) classic, conservative design B) graphically intense design C) recursive, nonlinear design D) laid-back, informal design E) quirky, unique design Answer: A Explanation: A) Most recruiters and hiring managers spend only a few seconds skimming your résumé for essential information, so anything that distracts or delays them will work against you. Therefore, a classic, conservative résumé will serve you well for most business opportunities. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

84) Including a photo of yourself with your résumé A) is a great way to personalize your application. B) helps you stand out among other applicants. C) will cause some employers to discard your application immediately. D) is the best way to guard against potential discrimination. E) will help create an immediate bond between the employer and yourself. Answer: C Explanation: C) Allowing employers to see your race and gender opens the door to charges of discrimination. Many employers will not consider résumés that include photos. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 85) An online résumé A) consists of only a PDF version of a chronological résumé and a cover letter. B) lets jobseekers use multimedia to expand on the information in a basic résumé. C) requires a paid subscription to an online hosting service. D) will not be well received outside of technology-related fields. E) eliminates the need for a hard copy of the résumé when interviewing. Answer: B Explanation: B) Unlike a conventional résumé, an online résumé can include multimedia and links to projects, publications, and other sites, so, potential employers get a more complete picture of who you are and what you have to offer. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

86) When mailing a résumé, it is a good idea to A) have it delivered via Priority Mail. B) use a standard 5 × 7 envelope. C) send it via parcel post. D) use a large craft envelope. E) get a return receipt Answer: A Explanation: A) Using the stiff cardboard mailer that Priority Mail provides can protect your résumé. Priority Mail also gets your résumé to its destination much faster than standard delivery. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 87) When emailing your résumé to a prospective employer, where would you include specific reference/job number information? A) Subject line B) Introduction C) Closing section D) Signature block E) Opening paragraph Answer: A Explanation: A) The reference number or job number helps the employer route your résumé to the right place. Therefore, include it in the subject line of your email message. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 88) Because a résumé is usually written in short, crisp phrases, proofreading is less important than in other documents. Answer: FALSE Explanation: Your résumé is one of the most important documents you'll ever write, so don't rush or cut corners when it comes to proofreading. Check all headings and lists for clarity and parallelism and be sure your grammar, spelling, and punctuation are correct. Double-check all dates, phone numbers, email addresses, and other essential data. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 41 Copyright © 2021 Pearson Education, Inc.

89) When producing a conventional, printed version of your résumé, use higher-quality paper designed specifically for résumés. Answer: TRUE Explanation: When printing a résumé, choose a heavier, higher-quality paper designed specifically for résumés and other important documents. White or slightly off-white is the best color choice. Avoid papers with borders or backgrounds. Difficulty: Moderate LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 90) Discuss how to proofread your résumé to ensure it is perfect before sending it to potential employers. Answer: Employers view your résumé as a concrete example of your attention to quality and detail. Your résumé doesn't need to be good or pretty good—it needs to be perfect. A human reader will view errors as signs of carelessness, and an applicant tracking system can be programmed to automatically reject résumés with spelling and grammatical errors. Your résumé is one of the most important documents you'll ever write, so don't rush or cut corners when it comes to proofreading. Check all headings and lists for clarity and parallelism, and be sure your grammar, spelling, and punctuation are correct. Double-check all dates, phone numbers, email addresses, and other essential data. Ask at least three other people to read it, too. As the creator of the material, you could stare at a mistake for weeks and not see it. Difficulty: Difficult LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

91) Discuss considerations when choosing a design strategy for your résumé. Answer: As with every type of business message, keep your audience, your goals, and your resources in mind. Don't choose a style just because it seems trendy or flashy or different. For example, a colorful, graphically intense résumé might just look odd to recruiters in finance, engineering, or other professions. Résumés should feature simplicity, an easy-to-read layout, effective use of white space, and clear typefaces. Recruiters can pick out the key pieces of information in a matter of seconds. You can certainly enhance your résumé, but do so carefully and always with an eye on what will help the reader. Make subheadings easy to find and easy to read. Avoid big blocks of text, and use lists to itemize your most important qualifications. Color is not necessary by any means, but if you add color, make it subtle and sophisticated. Above all, don't make the reader work to find the key points of story. Your résumé should be a highefficiency information-delivery system, not a treasure hunt. Difficulty: Difficult LO: 18.4: Characterize the completing step for résumés, including the five most common formats in which you can produce a résumé. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 92) Which of the following is an advantage of joining LinkedIn groups that focus on your professional interests? A) Potential employers will consider you an expert in their field. B) You can add the groups to the activities section of your conventional résumés. C) You can add information that will not fit on a conventional résumé. D) More employers will see your résumé. E) You can expand your network and learn from industry leaders. Answer: E Explanation: E) In addition to completing your profile, search for and join groups that focus on your professional interests. This is a great way to expand your network and learn from leaders in your field. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

93) In addition to the information found in your conventional résumé, which of the following should be included in your LinkedIn profile? A) Information that makes you more compelling to potential employers B) Information that identifies you as a member of a protected class C) Links to your other social media accounts that better portray your lifestyle D) Career aspirations and goals E) Salary history Answer: A Explanation: A) An effective LinkedIn profile includes all the information from your conventional résumé, plus some additional features that help you present yourself in a compelling way to potential employers. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 94) Which of the following is an important consideration when adding a photo to your LinkedIn site? A) Employers generally will not consider a candidate who does not have a photo posted. B) The photo should help to show creativity and individuality. C) You should dress appropriately for the jobs you are pursuing. D) The photo should help show your values such as family, pets, and children. E) You should avoid smiling so you look serious about your work. Answer: C Explanation: C) The photo needs to be clear and lit well enough so that your face isn't in shadow. Stand against a visually "quiet" background that won't distract viewers, dress appropriately for the jobs you are pursuing, and remember to smile. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

95) When creating a headline for your LinkedIn post, which of the following should be included? A) Attributes that you hope to expand on B) Keywords that employers are likely looking for C) Long term career goals D) Which positions will help you achieve your career goals E) A summary of your qualifications Answer: B Explanation: B) Write a headline that expresses who you are or aspire to be as a professional. Include keywords that target employers are likely to be searching for. As with other text fields on LinkedIn, you have a limited number of characters to work with here, so focus on your most valuable attributes. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 96) Which of the following describes the purpose of the summary section of a LinkedIn profile? A) To indicate your long-term plans for career, family, and hobbies. B) To identify who you wish to be as a professional C) To indicate where you are and where you would like to go in terms of meeting an employer's business needs D) To act as a more detailed and specific picture of who you are as a professional E) To identify the types of positions and organizations you are most interested in working for Answer: C Explanation: C) Write a summary that captures where you are and where you are going. Imagine that you are talking to a hiring manager in a personal and conversational tone, telling the story of where you've been and where you would like to go—but expressed in terms of meeting an employer's business needs. Highlight your job experience, education, skills, accomplishments, target industry, and career direction. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

97) If you do not have extensive work history, which section of your LinkedIn profile can be used to feature academic projects and other activities to demonstrate your skills? A) Summary B) Volunteer experience and causes C) Headline D) Accomplishments E) Career goals Answer: D Explanation: D) LinkedIn offers a variety of categories that let you highlight academic achievements, special projects, publications, professional certifications, important coursework, honors, patents, and more. If you don't have an extensive work history, use this section to feature academic projects and other accomplishments that demonstrate your skills. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 98) Your LinkedIn profile does not need to match the material in your conventional résumé because your LinkedIn profile is updated more often. Answer: FALSE Explanation: Fill out the experience section using the material from your conventional résumé. Make sure the details of your employment match your résumé, as employers are likely to crosscheck. However, you can expand beyond those basics, including linking to photos and videos of work-related accomplishments. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 99) Many employers will look at a LinkedIn site as part of their background investigation on a candidate. Answer: TRUE Explanation: Employment recruiters search LinkedIn for candidates far more than any other social network, many employers now want to see your LinkedIn profile rather than a conventional résumé, and companies doing background checks on you are almost certain to look for your LinkedIn profile. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

100) Describe the importance of incorporating LinkedIn to your job search. Answer: LinkedIn is the most important website to incorporate in your job search. Employment recruiters search LinkedIn for candidates far more than any other social network, many employers now want to see your LinkedIn profile rather than a conventional résumé, and companies doing background checks on you are almost certain to look for your LinkedIn profile. You can think of LinkedIn as a "socially networked multimedia résumé." An effective LinkedIn profile includes all the information from your conventional résumé, plus some additional features that help you present yourself in a compelling way to potential employers. Difficulty: Moderate LO: 18.5: Identify nine tips for creating a successful LinkedIn profile. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter

Business Communication Today, 15e (Bovee/Thill) Chapter 19 Applying and Interviewing for Employment 1) Which of the following takes place when you apply to a company that has not announced a job opening that is a good fit for you? A) Building interest B) Prospecting C) Closing D) Interviewing E) Screening Answer: B Explanation: B) The best approach for an application letter depends on whether you are applying for an identified job opening or are prospecting—taking the initiative to write to companies even though they haven't announced a job opening that is right for you. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 2) Why is writing a prospecting letter more challenging than a solicited letter when sending a résumé? A) You have less research on the company. B) You don't know what skills the company is most interested in. C) You don't have a clear target as you have with a solicited letter. D) It is hard to find the name of a person to send the letter to. E) You have no common ground with the reader. Answer: C Explanation: C) Writing a prospecting letter is more challenging because you don't have the clear target you have with a solicited letter, and the message is unexpected. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

3) The ________ must clearly state your reason for writing and give the recipient a compelling reason to keep reading. A) career summary on your résumé B) opening paragraph of your application letter C) word cloud in your employment portfolio D) keyword cluster included in your résumé E) résumé Answer: B Explanation: B) The opening paragraph of your application letter must clearly convey the reason you're writing and give the recipient a good reason to keep reading. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 4) Which of the following is one of the functions of the final paragraph of an application letter? A) To remind the reader why you are the right candidate for the position B) To resell one critical skill that you possess C) To ask for a specific action D) To explain how you heard about the available position E) To introduce the attached résumé Answer: C Explanation: C) The final paragraph of your application letter has two important functions: to ask the reader for a specific action (usually an interview) and to facilitate a reply. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

5) The approach you take for an application letter depends on whether A) you're looking for other career opportunities. B) you're presenting your résumé in a chronological or a functional format. C) you think the salary requirements of the job are appropriate. D) you're applying for an identified job opening or whether you're prospecting. E) you have many, but not all of the required skills requested. Answer: D Explanation: D) The best approach for an application letter depends on whether you're applying for an identified job opening or whether you're prospecting by applying to a company even though it hasn't announced a job opening. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 6) Accompany your résumé with ________ when you're responding to an identified job opening. A) a message of inquiry B) an unsolicited follow-up letter C) a solicited application letter D) a letter of intent E) a direct format letter Answer: C Explanation: C) When you're responding to an identified job opening, send a solicited application message along with your résumé. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

7) Prospecting application letters to prospective employers A) require more research than solicited letters. B) irritate the personnel office staff. C) are never read. D) must include a specific job applying for along with salary requirements. E) are more specific and detailed. Answer: A Explanation: A) Prospecting letters require a great deal of research. To capture the interest of a company without having prior contact with them requires the applicant to understand what the company does and how he or she might fit in. This can only be done through researching the company via websites, blogs, news articles, and other forms of information. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 8) Because application letters are ________ messages, the AIDA approach is ideally suited for them. A) positive B) negative C) persuasive D) routine E) direct Answer: C Explanation: C) Any persuasive document can employ the AIDA approach successfully— capturing the audience's attention, creating interest, cultivating desire, and inspiring action. Since an application letter is an attempt to be considered for a job, it clearly qualifies as a persuasive document. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

9) Which of the following would be the best way to open a solicited application letter? A) Mention the name of a person that your reader knows and regards highly B) Use a question to demonstrate your understanding of the needs of the organization C) Describe your understanding of the job's requirements and show how well your qualifications fit them D) Identify where you discovered the job opening and describe what you have to offer E) Describe your life-long desire to work at that organization Answer: D Explanation: D) When you're opening a solicited application letter, identify where you found out about the job and describe what you have to offer. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 10) In the middle section of a job application letter, A) present your strongest selling points in terms of their potential benefit to the organization. B) include your entire work history, in case the employer doesn't have time to review your résumé. C) address your shortcomings but stress that you're willing to learn. D) ask for an interview and include your contact information. E) tell the reader when you expect their call. Answer: A Explanation: A) In the middle section, build interest in you as a job candidate. Present what you can do to benefit the company, and support your assertions with strong reasoning and details. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

11) When writing an application letter in response to a job posting, what should be included in the letter? A) The types of research done on the organization B) Areas where the organization excels in the industry C) What excites you about working for the organization D) The specific qualification you have that the organization is seeking E) An explanation of what you understand the company to be looking for Answer: D Explanation: D) The writer knows exactly what qualifications the organization is seeking and can "echo" those attributes back in his letter. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 12) Which of the following should be done before writing a prospecting letter to make sure you understand the qualities the company looks? A) Show the company you understand what is going on in their industry B) Use color and creative fonts to detract from your lack of knowledge C) Email a specific individual in the organization and ask questions about what is typically preferred D) Write about the organization's role in the marketplace and how you can improve it E) Research the company and the person you are writing to Answer: E Explanation: E) You will need to do more research to identify the qualities that a company would probably seek for the position you hope to occupy. Also, search for news items that involve the company, its customers, the profession, or the individual manager to whom you are writing. Using this information in your application letter helps you establish common ground with your reader—and it shows that you are tuned in to what is going on in the industry. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

13) Which of the following will make an application letter more effective? A) Knowledge and professionalism B) Creative graphics and design elements C) Bold, bright colors D) Salary history E) A firm belief that no one will do the job as well as you Answer: A Explanation: A) Resist the temptation to stand out with gimmicky application letters; impress the employer with knowledge and professionalism instead. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 14) Which of the following is the goal of an application letter? A) To show some personality that is not evident in the résumé B) To move the conversation to the next step C) To provide detail that did not fit in the résumé D) To get hired E) To repeat information in the résumé Answer: B Explanation: B) Keep the application letter short—no more than three or four brief paragraphs. Remember that all you are trying to do at this point is move the conversation forward one step. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

15) How can you be sure the application letter includes professional and personal qualities the employer is seeking for a specific job opening? A) Address it to a specific person B) Set a date and time for a follow-up call C) Expand on the qualities indicated in the résumé by providing more detail D) Incorporate more soft skills in to the application letter E) Adapt the letter to each specific job opening Answer: E Explanation: E) The application letter should be adapted to each opening and include information that will encourage the employer to set up the interview Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 16) Which of the following will help you strengthen the overall impression that you are a good fit for the open position? A) Identify experience for every core job duty B) Offer energy and a willingness to learn more to make up for any deficiency in your skill set C) Be specific and back up your claims with evidence D) Clearly state the position you are applying for and how you hear about it E) Indicate your salary requirements are flexible because your goal is serving the organization Answer: C Explanation: C) The middle section of your letter presents your strongest selling points in terms of their potential benefit to the organization, thereby building interest in you and creating a desire to interview you. Be specific and back up your assertions with convincing evidence: Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

17) Which of the following is important to include in the final paragraph of an application letter to help facilitate a prompt reply? A) An email address and phone number B) Salary requirements C) When you are available to interview D) A final reminder of your most important skills E) A date and time when you will follow up with them Answer: A Explanation: A) The final paragraph of your application letter has two important functions: to ask the reader for a specific action (usually an interview) and to facilitate a reply. Include your email address and phone number, as well as the best times to reach you. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 18) Which of the following is an advantage to following up with an employer after they have closed their submission process for a specific job? A) You can replace a face-to-face interview with a phone interview. B) You can ask when a hiring decision will likely be made. C) You can demonstrate you are sincerely interested in the position and organization. D) You can use the follow up as an opportunity to resell your skills. E) You can discuss salary ranges and determine if this position is a good fit for you. Answer: C Explanation: C) Whatever the circumstances, a follow-up message can demonstrate that you're sincerely interested in working for the organization, persistent in pursuing your goals, and committed to upgrading your skills. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

19) How can an application letter be used to indicate soft skills to an employer? A) The letter can describe an example when you used these skills to achieve a business goal. B) The letter can list the skills and abilities you have that the employer will find most valuable. C) You can ask the employer for an interview and take the initiative to identify the date and time. D) The letter can be written as a casual conversation, creating an instant bond with the employer. E) You can use the letter to demonstrate writing skills. Answer: A Explanation: A) A key opportunity here involves soft skills, such as interpersonal communication, which are difficult to quantify in a meaningful way on your résumé. In the letter, you can briefly describe a situation in which you used these skills to reach a measurable business result, for example, which is more compelling than simply listing skills. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 20) In the final paragraph of an application letter, be sure to inject additional evidence of your knowledge, skills, and abilities. Answer: FALSE Explanation: The final paragraph of an application letter serves two important functions: asking the reader for a specific action (usually an interview) and facilitating a reply. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to plan, write, and complete a résumé and an application letter 21) If you're responding to an advertised job opening, your application letter only needs to highlight the information from your résumé. Answer: FALSE Explanation: Don't just repeat information from your résumé; use a conversational tone to convey additional professional and personal qualities, as well as your reasons for wanting the job. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

22) An application letter can follow the AIDA format for persuasive messages. Answer: TRUE Explanation: Whether solicited or unsolicited, an application letter is clearly a persuasive document, so it can follow an AIDA model. AIDA stands for: attention, interest, desire, and action. In an ideal situation, you need to grab the attention of the reader, build interest in yourself, stimulate desire to find out more about you, and provoke action to write back to you and schedule an interview. Difficulty: Moderate LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 23) What is the difference in an application letter when you are prospecting and when a letter is solicited by the organization? Answer: The best approach for an application letter depends on whether you are applying for an identified job opening or are prospecting—taking the initiative to write to companies even though they haven't announced a job opening that is right for you. In many ways, the difference between the two is like the difference between solicited and unsolicited proposals. The writer knows exactly what qualifications the organization is seeking and can "echo" those attributes back in his letter. Writing a prospecting letter is more challenging because you don't have the clear target you have with a solicited letter, and the message is unexpected. You will need to do more research to identify the qualities that a company would probably seek for the position you hope to occupy. Also, search for news items that involve the company, its customers, the profession, or the individual manager to whom you are writing. Using this information in your application letter helps you establish common ground with your reader—and it shows that you are tuned in to what is going on in the industry. Difficulty: Difficult LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

24) Discuss the type of information that should be in each section of an application letter if you were using the AIDA plan. Answer: The opening paragraph of your application letter must accomplish two essential tasks: (1) explaining why you are writing and (2) giving the recipient a reason to keep reading by demonstrating that you have some immediate potential for meeting the company's needs. The middle section of your letter presents your strongest selling points in terms of their potential benefit to the organization, thereby building interest in you and creating a desire to interview you. Be specific and back up your assertions with convincing evidence. In a solicited letter, be sure to discuss each major requirement listed in the job posting. If you are deficient in any of these requirements, stress other solid selling points to help strengthen your overall presentation. Don't restrict your message to just core job duties, either. Also highlight personal characteristics that apply to the targeted position, such as your ability to work hard or handle responsibility. The final paragraph of your application letter has two important functions: to ask the reader for a specific action (usually an interview) and to facilitate a reply. Difficulty: Difficult LO: 19.1: Explain the purposes of application letters, and describe how to apply the AIDA organizational approach to them. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 25) Which of the following should be the candidate's goal during the interview process? A) Find the right match for his or her goals and capabilities B) Find a position that offers more salary and benefits than currently receiving C) Find a position that will allow them to express themselves D) Find an organization that will train them to be successful E) Find an organization that will hire them Answer: A Explanation: A) The employer's objective is to find the best talent to fill available job openings, and your objective is to find the right match for your goals and capabilities. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

26) Which of the following is the first stage of the interview process and is designed to eliminate those who are not a good fit for the position? A) Offer B) Screening C) Final D) Selection E) Reference checks Answer: B Explanation: B) The process usually starts with a screening stage designed to filter out applicants who lack the desired qualifications or who might not be willing to accept the salary range or other parameters of the position. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 27) Which stage of the interview process helps the organization determine who the top candidates are for the open position? A) Offer B) Screening C) Final D) Selection E) Background checks Answer: D Explanation: D) The selection stage, helps the organization identify the top candidates from all those who qualify. During these interviews, show keen interest in the job, relate your skills and experience to the organization's needs, listen attentively, and ask questions that show you've done your research. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

28) Which type of interview requires the interviewer to adapt their line of questioning based on previous responses? A) Unstructured B) Stress C) Group D) Case E) Situational Answer: A Explanation: A) An unstructured interview doesn't follow a predetermined sequence. It is likely to feel more conversational and personal, as the interviewer adapts the line of questioning based on your answers. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 29) Which type of interview requires an individual candidate to meet with several interviewers at once? A) Structured B) Panel C) Open-ended D) Situational E) Case Answer: B Explanation: B) Although one-on-one interviews are the most common format, some employers use panel or group interviews as well. In a panel interview, you meet with several interviewers at once. Panel interviews save time for employers and let them see how candidates perform under pressure. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

30) Which type of interview includes one or more interviewers and several candidates who all meet at the same time? A) Case B) Stress C) Group D) Panel E) Situational Answer: C Explanation: C) In a group interview, one or more interviewers meet with several candidates simultaneously. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 31) Which of the following interview style can be used if an employer wants to determine how a candidate functions in a team setting? A) Case B) Stress C) Situational D) Panel E) Group Answer: E Explanation: E) In a group interview, one or more interviewers meet with several candidates simultaneously. These sessions can involve group discussions and problem-solving activities. In addition to being an efficient way to interview a number of candidates, group interviews let employers see how individuals' function in a group or team setting. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

32) Which type of interview has been found to be the most effective predictor of success on the job? A) Behavioral B) Traditional C) Panel D) Group E) Stress Answer: A Explanation: A) Studies show that behavioral interviewing is a much better predictor of success on the job than traditional interview questions. Behavioral interviewing uses the assumption that past behavior predicts future behavior. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 33) Which type of interview requires the candidate to actually perform some job-related tasks or solve one or more work-related problems? A) Stress B) Unstructured C) Case D) Panel E) Group Answer: C Explanation: C) Rather than a series of questions, the case interview presents you with one or more problems or questions to solve. If you are pursuing jobs in these fields, you are probably already familiar with the case-based methodology. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

34) Which of the following best describes an employment interview? A) An unplanned dialogue with a representative from a potential employer B) A monologue about your knowledge, skills, and abilities C) An employment interview is a formal meeting in which you and a potential employer ask questions and exchange information. The employer's objective is to find the best talent to fill available job openings, and your objective is to find the right match for your goals and capabilities. D) An opportunity for an organization to provide reasons why you would want to work for them E) A meeting during which the employer determines how they can fulfill your goals by using your capabilities Answer: C Explanation: C) An employment interview is a formal meeting in which you and a potential employer ask questions and exchange information. The employer's objective is to find the best talent to fill available job openings, and your objective is to find the right match for your goals and capabilities. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 35) Which type of interview requires the candidate to relate specific incidents and experiences from their past? A) Unstructured B) Case C) Open-ended D) Situational E) Behavioral Answer: E Explanation: E) Perhaps the most common type of interview these days is the behavioral interview, in which you are asked to relate specific incidents and experiences from your past. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

36) Why is it vital to have a positive, alert tone when being interviewed over the phone? A) You don't want to sound like you are reading prepared notes. B) Reception is often poor or there is a delay. C) You won't know if the interviewer has a copy of your résumé. D) You won't have nonverbal cues to help create a good impression. E) You don't want to sound overly interested. Answer: D Explanation: D) You can't use facial expressions or hand gestures for emphasis, so make sure your voice is warm, friendly, and dynamic. Smile frequently—it changes the sound of your voice and lifts your mood. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 37) Which of the following is one of the key questions an employer attempt to answer during an interview? A) Is the candidate a good fit for the organization and the position? B) Can the organization afford the candidate? C) Can the candidate learn new skills for future use? D) Is the candidate going to be able to fulfill his or her personal goals? E) Will the candidate be able to pass a background check? Answer: A Explanation: A) The second essential question is whether you will be a good fit with the organization and the target position. All good employers want people who are confident, dedicated, positive, curious, courteous, ethical, and willing to commit to something larger than their own individual goals. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

38) Which type of pre-employment test attempts to measure emotional intelligence and ethics in a candidate? A) Personality B) Integrity C) Cognitive D) Substance E) Skills Answer: B Explanation: B) Most midsize and large companies screen candidates with tests designed to ensure compatibility with the job and with the company's values. These tests can cover such areas as emotional intelligence, ethics, and problem solving. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 39) Which of the following are used to measure what a candidate knows and what they should be able to do to succeed in a particular position? A) Integrity tests B) Job knowledge and skills tests C) Background checks D) Online searches E) Cognitive ability tests Answer: B Explanation: B) These assessments measure the knowledge and skills required to succeed in a particular position. An accounting candidate, for example, might be tested on accounting principles and legal matters (knowledge) and asked to create a simple balance sheet or income statement (skills). Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

40) When you're participating in a video interview with a prospective employer, A) maintain focus by looking at the other person's face. B) read from a prepared script. C) create eye contact by looking to the camera. D) sit with a window behind you so there is plenty of light. E) download and install the interviewing software when the interview is ready to begin. Answer: C Explanation: C) In a video interview, remember to sit up straight and focus on the camera. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 41) Which of the following should be done by a candidate to ensure the employer will not find any potential problems in an online search? A) Scour social network ahead of time and fix potential problems B) Set social network sites to private so the employer cannot find them C) Warn the employer ahead of time potential issues to minimize the damage D) Refuse to provide information on social media sites and passwords to those sites E) Eliminate all social network sites, including LinkedIn Answer: A Explanation: A) You should assume that every employer will conduct a general online search on you. To help prevent a background check from tripping you up, verify that your college transcripts are current, look for any mistakes or outdated information in your credit record, plug your name into multiple search engines to see whether anything embarrassing shows up, and scour your social network profiles and connections for potential problems. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

42) In addition to conducting a substance test, many employers will also conduct a background check to review your credit record, driving record, look at criminal history, and confirm your identity and education. Answer: TRUE Explanation: In addition to testing, most companies conduct some level of background checks, including reviewing your credit record, reviewing your driving record, checking to see whether you have a criminal history, confirming your identity, and verifying your education. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 43) Phone and video interviews are more casual in nature and issues like what to wear and how to respond are also more relaxed. Answer: FALSE Explanation: Dress and groom as you would for an in-person interview. Unlike phone interviews, where you do this to boost your mood, with a video call it's essential to look like the sort of person the company wants to hire. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Information technology Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 44) Behavioral interview questions are one of the best predictors of success on the job. Answer: TRUE Explanation: In contrast to generic questions that can often be answered with "canned" responses, behavioral interview questions require candidates to craft answers based on their own experiences and attributes. Because they measure actual behavior, behavioral questions are a better predictor of success on the job than traditional interview questions. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

45) Explain the dual purposes of employment interviews. Answer: The organization is trying to find the best person available for the job, while the applicant is trying to find the best job for his or her goals and capabilities. Difficulty: Moderate LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 46) Explain how you can complete a telephone interview successfully. Answer: To succeed at a telephone interview, treat it as seriously as an in-person interview. Have copies of all the materials you have sent to the employer, including your résumé and any correspondence. In addition, prepare some notecards with key message points you'd like to make and questions you'd like to ask. You won't be able to use a pleasant smile, a firm handshake, and other nonverbal signals to create a good impression. Therefore, your tone of voice must be positive and alert. Difficulty: Difficult LO: 19.2: Describe the typical sequence of job interviews, the major types of interviews and interview questions, and the attributes employers look for during an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 47) Which of the following is an advantage of researching an organization's operations, market, and challenges? A) You might find the company is unstable and you don't want to work there. B) You will learn a brief history of the organization. C) You can demonstrate your interest as a professional who understands analysis. D) You can learn more about travel and relocation opportunities. E) You can better define potential career paths. Answer: C Explanation: C) Making this effort demonstrates your interest in the company, and it identifies you as a business professional who knows the importance of investigation and analysis. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

48) During the interview, how should you respond when asked to discuss a difficult decision you had to make? A) Ask for an example of a difficult situation the organization is currently facing and decide how it should be handled B) Clarify your ethical values and beliefs and how they apply to the decision-making process C) Have a personal and heartfelt story prepared D) Explain why the decision was difficult, how you made the decision, and what you learned E) Mention a skill or attribute that you possess and explain how it you use it on the job Answer: D Explanation: D) Be prepared with a good example (that isn't too personal) and explain why the decision was difficult, how you made the choice you made, and what you learned from the experience. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 49) Which of the following might be asked by an interviewer to see if you have thought about your long-term goals? A) What is your greatest weakness? B) Tell me something about yourself. C) How do you spend your free time? D) What didn't you like about previous jobs you've held? E) Where do you want to be five years from now? Answer: E Explanation: E) This question tests (1) whether you're merely using this job as a stopover until something better comes along and (2) whether you've given thought to your long-term goals. Difficulty: Easy LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

50) Which of the following should be included in your answer when asked where you want to be five years from now? A) Your desire to build a career with the company B) Steps you have taken to correct shortcomings C) A skill or attribute you haven't been able to develop yet D) Specific skills the employer will find valuable E) The story of you Answer: A Explanation: A) This question tests (1) whether you've given thought to your long-term goals and (2) whether you're merely using this job as a stopover until something better comes along. While being truthful, frame your answer in a way that expresses your enthusiasm for the position and your desire to build a career with the company. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 51) Which of the following is an advantage of asking questions of the employer during an interview? A) The interviewer will know you spent time preparing. B) The interview will last longer. C) You can steer the discussion to topics that allow you to present your qualifications. D) You can impress the interviewer with your range of interests. E) You will appear more confident. Answer: C Explanation: C) The questions you ask are just as important as the answers you provide. By asking insightful questions, you can demonstrate your understanding of the organization, steer the discussion into areas that allow you to present your qualifications to best advantage, and verify for yourself whether this is a good opportunity. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

52) Which of the following will help boost your confidence when preparing for an interview? A) Have a list of potential questions prepared B) Research how this organization is different than its competitors C) Spend time talking about the typical workday D) Ask the interviewer to define the steps in the selection process so you know where you fit E) Focus on how you can use your strengths to help the organization succeed Answer: E Explanation: E) Instead of dwelling on your weaknesses, focus on your strengths. Instead of worrying about how you will perform in the interview, focus on how you can help the organization succeed. As with public speaking, the more prepared you are, the more confident you'll be. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 53) Which of the following is revealed based on a candidate's clothing and grooming during the interview? A) The candidate's willingness to change their personality based on the job B) The candidate's ability to maintain their identify C) The candidate's promotional potential D) The candidate's ability to sense unspoken rules of a situation E) The candidate's ability to be unique and creative Answer: D Explanation: D) Clothing and grooming are important elements of preparation because they reveal something about a candidate's personality, professionalism, and ability to sense the unspoken "rules" of a situation. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

54) Which of the following should be communicated through your choice of attire and personal grooming for an interview? A) Your expressiveness and creativity B) Your understanding that business attire does not equate to professionalism C) Your understanding of how business attire is changing D) Your willingness to try new things, personally and professionally E) Your understanding of the business world and how to adapt to it Answer: E Explanation: E) An interview is not the place to express your individuality or to let your inner rebel run wild. Send a clear signal that you understand the business world and know how to adapt to it. You won't be taken seriously otherwise. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 55) For most interviews, asking your own questions is A) necessary only if you are interviewing for a management position. B) risky and a bad idea unless you are certain the interview is going well. C) an opportunity to verify whether this is a good opportunity for you. D) usually viewed as a sign of arrogance—after all, the employer is in charge. E) an indication you have not done any research on the organization. Answer: C Explanation: C) By asking insightful questions, you can demonstrate your understanding of the organization, steer the discussion into areas that allow you to present your qualifications to best advantage, and verify for yourself whether this is a good opportunity. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

56) When choosing the clothing you will wear for a formal interview, the best policy is to A) pick something that will make you stand out from the crowd. B) wear only bright colors. C) dress as comfortably as possible. D) dress conservatively. E) be fashionable and trendy. Answer: D Explanation: D) For more formal environments and for many professional or managerial positions, a conservative business suit (for women, that means no exposed midriffs, short skirts, or plunging necklines) in a dark solid color or a subtle pattern such as pinstripes; understated tie for men; coordinated blouse for women. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 57) During the interview, how can you show the interviewer you are competent and have confidence in your interview style? A) Give an impression of poise, good manners, and good judgement B) Start the interview by asking several questions about the organization C) End the interview by asking how you can improve your responses before the next step D) Review a list of potential interview questions and have two-minute responses prepared E) Avoid shaking hands unless the interviewer offers to do so first Answer: A Explanation: A) Competence and confidence are the foundation of your interviewing style, and you can enhance them by giving the interviewer an impression of poise, good manners, and good judgment. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

58) In addition to answers to interview questions, which of the following should be paid attention to when practicing with mock interviews? A) Cultural cues B) Nonverbal behaviors C) The résumé D) Time E) Use of technology Answer: B Explanation: B) In addition to reviewing your answers, evaluate your nonverbal behavior, including your posture, eye contact, facial expressions, and hand gestures and movements. Do you come across as alert and upbeat or passive and withdrawn? Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 59) Which type of question should be asked to get a better understanding of the daily life of the organization? A) Why is this job vacant? B) How would you define the organization's managerial philosophy? C) What are the major responsibilities of the job? D) What is a typical workday like? E) How do you measure success for someone in this position? Answer: D Explanation: D) The interviewer's response to what a typical workday is like can give you clues about daily life at the company. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

60) Which of the following should be researched to learn about the organization before the interview takes place? A) Products and services B) Qualifications and expectations C) Possible career paths D) Functions and responsibilities E) Relocation expectations and opportunities Answer: A Explanation: A) Points to learn about the organization include its full name, location, ownership, history, products and services, industry position, key financial information, and growth prospects. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Reflective thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 61) Which of the following can be used to learn about the people who will be interviewing you, including their interests, and memberships in other organizations? A) The corporate website B) Competitors C) The recruiting office D) Current employees in the organization E) LinkedIn Answer: E Explanation: E) In addition to learning about the company and the job opening, try to find out as much as you can about the managers who will be interviewing you, if you can get their names. Search LinkedIn in particular. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Reflective thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

62) Which of the following is an advantage to learning about the interviewer's interest and experiences? A) You can build rapport with the interviewer. B) You will not have to search their LinkedIn site. C) You can shape all responses to their areas of interest. D) The salary negotiation process will be easier. E) You can continue to questions and seek more personal information. Answer: A Explanation: A) This question gives the interviewer an opportunity to talk about his or her own interests and experiences for a moment, which builds rapport and might reveal vital insights into the career path you are considering. Just make sure your questions are sincere and not uncomfortably personal. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Reflective thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 63) How can you best respond when the interviewer asks you about your greatest weakness? A) Identify a job-related weakness pointed out to you by previous managers B) Indicate that you have very few work-related weaknesses C) Shift the conversation to goals instead of weaknesses D) Explain that you do not know all the details about this position so it is hard to indicate what your weakness will be on this job E) Talk about a skill you would like to develop that is unrelated to the job Answer: E Explanation: E) Two effective approaches are answering with something that is minor and unrelated to the core responsibilities of the job or mentioning a shortcoming that you had in the past but took steps to remedy. You can also mention a skill you plan to develop, without characterizing it as a weakness. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Reflective thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

64) Why do interviewers ask about how you like to spend your free-time as part of the interview process? A) To see how you respond to "surprise" questions B) To try and determine your fit within the organization C) To get a better idea of what sort of person you are D) To determine the need for reasonable accommodation once hired E) To try and create a bonding experience they can use when negotiating salaries Answer: C Explanation: C) This question can pop up late in an interview, after the interviewer has covered the major work-related questions and wants to get a better idea of what sort of person you are. Prepare an answer that is honest and that puts you in a positive light, without revealing more than you are comfortable revealing or suggesting that you might not fit in the corporate culture. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Reflective thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 65) Part of preparing for a job interview involves anticipating the questions that will be asked and rehearsing answers to each one. Answer: TRUE Explanation: Questions are obviously hard to predict, but most interviewers rely on at least some stock questions, such as, "Where do you want to be five years from now?" or "How do you think you can help this company?" You should also consider how you'll respond to questions about your qualifications, your past employment, your special skills and abilities, and your character and sense of integrity. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 66) Part of your preparation for job interviews is an evaluation of your vocal tone and speaking habits. Answer: TRUE Explanation: Your speaking style can be a crucial element to your success in an interview. You may want to videotape yourself so you can work on your delivery, tone, and style. In general, most people are helped in interviews if they are able to slow down and think about their answers before they begin giving them. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 31 Copyright © 2021 Pearson Education, Inc.

67) As business become more casual, there is less emphasis on what you wear during the interview process. Answer: FALSE Explanation: Clothing and grooming are important elements of preparation because they reveal something about a candidate's personality, professionalism, and ability to sense the unspoken rules of a situation. Your research into various industries and professions should give you insight into expectations for business attire. Difficulty: Moderate LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 68) In evaluating your performance in mock interviews, what sorts of things should you and your interview partner pay particular attention to? Answer: Critique the quality and length of your answers, your nonverbal behavior, your speaking voice, your use of filler words such as "uh" and "um," and whether or not you pause to formulate coherent responses before answering. Difficulty: Difficult LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Concept/Application AACSB: Reflective thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 69) Discuss the advantages of researching the person you will be interviewing with on a site such as LinkedIn. Answer: In addition to learning about the company and the job opening, try to find out as much as you can about the managers who will be interviewing you, if you can get their names. Search LinkedIn in particular. It's also perfectly acceptable to ask your contact at the company for the names and titles of the people who will be interviewing you. Think about ways to use whatever information you find during your interview. For example, if an interviewer lists membership in a particular professional organization, you might ask whether the organization is a good forum for people to learn about vital issues in the profession or industry. This question gives the interviewer an opportunity to talk about his or her own interests and experiences for a moment, which builds rapport and might reveal vital insights into the career path you are considering. Just make sure your questions are sincere and not uncomfortably personal. Difficulty: Difficult LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

70) Discuss ways to be more confident for an interview. Answer: Interviewing is stressful for everyone, so some nervousness is natural. However, you can take steps to feel more confident. Start by reminding yourself that you have value to offer the employer, and the employer already thinks highly enough of you to invite you to an interview. If some aspect of your appearance or background makes you uneasy, correct it if possible or offset it by emphasizing positive traits such as warmth, wit, intelligence, or charm. Instead of dwelling on your weaknesses, focus on your strengths. Instead of worrying about how you will perform in the interview, focus on how you can help the organization succeed. As with public speaking, the more prepared you are, the more confident you'll be. Difficulty: Difficult LO: 19.3: List six tasks you need to complete to prepare for a successful job interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 71) Which stage of the interview is considered to be the most important? A) Filtering B) Warm-up C) Question and answer D) Close E) Offer Answer: B Explanation: B) Of the three stages, the warm-up is the most important, even though it may account for only a small fraction of the time you spend in the interview. Studies suggest that many interviewers make up their minds within the first 20 seconds of contact with a candidate. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

72) Which stage of the interview process generally takes the greatest part of the interview? A) Screening B) Warm-up C) Question-and-answer D) Close E) Offer Answer: C Explanation: C) Questions and answers usually consume the greatest part of the interview. Depending on the type of interview, the interviewer will likely ask about your qualifications, discuss some of the points mentioned in your résumé, and ask about how you have handled particular situations in the past or would handle them in the future. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 73) Which of the following should you try to determine when you ask questions of the interviewer? A) What the company is looking for in new employees B) If you will be receiving an offer C) How you compared to other candidates D) If you were effective in your listening skills E) The interviewer's overall impression of your skills and abilities Answer: A Explanation: A) Probe for what the company is looking for in its new employees so that you can show how you meet the firm's needs. Also try to zero in on any reservations the interviewer might have about you so that you can dispel them. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

74) Which of the following should be your focus in salary and benefits package negotiations? A) The unique value you bring to the job B) The number of other candidates available C) The company's financial health D) The strength of the job market E) A comparison of the company's compensation policies to their strongest competitors Answer: A Explanation: A) Remember that you're negotiating a business deal, not asking for personal favors, so focus on the unique value you can bring to the job. The more information you have, the stronger your position will be. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 75) How can you tell if your responses to interview questions are being well received by the interviewer? A) Pay attention to follow-up questions B) Pay attention to their nonverbal signals C) Ask for feedback on your response when the question is especially difficult or odd D) Ask if the interviewer has reservations about your response E) At the end of the interview, ask if any of your responses need clarification or further detail Answer: B Explanation: B) The interviewer's facial expressions, eye movements, gestures, and posture may tell you the real meaning of what is being said. Be especially aware of how your answers are received. Does the interviewer nod in agreement or smile to show approval? If so, you're making progress. If not, you might want to introduce another topic or modify your approach. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

76) During the question-and-answer stage of an interview, A) control the conversation and stress your achievements. B) let the interviewer lead the conversation. C) respond to all questions without hesitation. D) don't ask any questions of your own. E) continuously nod your head to show agreement and understanding. Answer: B Explanation: B) Let the interviewer lead the conversation and never answer a question before he or she has finished asking it. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 77) If your interviewer asks you a potentially discriminatory question, A) you are required by law to end the interview and report it to the Equal Employment Opportunity Commission. B) it is often a sign that the interview is going well. C) decide how you want to respond before you say anything. D) you should ignore it unless it happens more than once. E) you should tell the employer the question is illegal and move on. Answer: C Explanation: C) If an interviewer asks a potentially unlawful question, consider your options before you respond. You can refuse to answer it, you can answer it and move on, or you can try to identify why the interviewer might have asked it. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

78) When a job interviewer indicates the interview is coming to a close, you should A) try to prolong the interview, since the more the interviewer interacts with you, the better impression you'll make. B) leave as quickly as possible. C) try to find out what will happen next. D) press for an immediate decision on whether or not you got the job. E) ask how you compare to other candidates. Answer: C Explanation: C) You should not expect the interviewer to make a decision on the spot. You should expect the interviewer to explain the next step, including when and how you will hear the company's decision. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 79) When the interviewer makes an offer to you, A) you need to decide whether to accept the offer immediately. B) say yes immediately no matter how much is offered. C) thank the interviewer and ask for some time to make your decision if needed. D) hold out for more money, no matter how much is offered. E) tell the employer you will consider the offer after it is made in writing. Answer: C Explanation: C) Accepting a job offer is a big decision, so you should be allowed to take time for proper consideration of the decision. Therefore, the best option is to thank the interviewer and inform her that you will give her an answer as soon as you can. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

80) If you are asked about your salary requirements before the interview stage, you can A) indicate you would rather discuss that issue when an offer is made. B) pick a salary amount that is 20 percent higher than the industry standard. C) say you would expect compensation in line with industry norms for someone with similar experience. D) say your salary requirements are the top of the pay range but you can also be flexible. E) say you are more concerned about getting "real world" experience than about the salary. Answer: C Explanation: C) When it comes to salary demands, rushing into a decision is a mistake. For the moment, the best thing you can do is announce that your salary requirements are negotiable and that you expect the salary to be competitive with industry standards. Once the interview is over and you have had time to consider and research the situation, you should initiate a salary discussion. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 81) Which of the following can be done to create a positive first impression during the warm-up stage of the interview? A) Show positive body language and offer a warm smile B) Offer a strong and firm handshake C) Sit immediately facing the interviewer's desk and show you are eager to begin D) Start the conversation by thanking the interviewer for seeing you E) Take the lead where ever possible to show confidence and authority Answer: A Explanation: A) The warm-up stage doesn't have any official time boundary but constitutes the first few minutes of the interview as you meet the interviewer and settle into place. Show positive body language and a warm smile to create a positive first impression. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

82) Which of the following is appropriate during the question-and-answer stage of the interview? A) Keep answers short and direct B) Try to anticipate questions and answer them before the interviewer is done C) When a question is unexpected or off beat, say so as a way to give yourself time to prepare D) Keep the conversation to topics and skills where you excel E) Look for ways to expand earlier positive responses or explain negative responses Answer: E Explanation: E) Let the interviewer lead the conversation, and never answer a question before he or she has finished asking it. Not only is this type of interruption rude, but the last few words of the question might alter how you respond. As much as possible, avoid one-word yes-or-no answers. Look for opportunities to expand on an earlier positive response or explain a negative response. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 83) Whenever you are asked if you have any questions, what should you try to focus on? A) What the next step in the process should be B) Any reservations the interviewer might have about you C) Assuring the interviewer that all your questions and concerns have been addressed D) Constructing questions that will show you have researched the company E) Politely and professionally ending the interview Answer: B Explanation: B) Whenever you're asked whether you have any questions, or whenever doing so naturally fits the flow of the conversation, ask a question from the list you've prepared. Probe for what the company is looking for in its new employees so that you can show how you meet the firm's needs. Also try to zero in on any reservations that you sense the interviewer might have about you so that you can dispel them. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

84) Which of the following should be used to gauge the interviewer's mood and uncover any unspoken concerns? A) Probing questions B) Mimicking nonverbal signals C) Active listening skills D) Positive traits like warmth and professionalism E) Pauses before answering any question Answer: C Explanation: C) Active listening can help you gauge the interviewer's mood and uncover any unspoken concerns. Be especially aware of how your answers are received. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 85) How can you determine a reasonable salary range for a position and your skills relative to that position? A) Ask the interviewer before the start of the interview B) Use your current salary as a base and add on from there C) Identify the value of all benefits before determining the expected range D) Research industry norms for someone with your experience E) Establish a budget and decide on a salary that supports it Answer: D Explanation: D) Before you reach the interview stage, you should have a salary range in mind based on the research you've done into the position. How far you can negotiate depends on several factors, including the market demand for your skills, the strength of the job market, the company's compensation policies, the company's financial health, and any other job offers you may be considering. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

86) Body language is particularly important during the warm-up phase of a job interview. Answer: TRUE Explanation: Body language is critical for giving signals to the interviewer that you can fit into the situation. Sit up straight, but avoid seeming rigid. Think of the interview as an "athletic" event in which you need to have your body poised, yet highly alert. Maintain natural eye contact, and avoid fidgeting or indulging in nervous habits. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 87) Because professional interviews can anticipate most questions, a candidate's questions for the interviewer should be held to the end of the interview. Answer: FALSE Explanation: Whenever you're asked whether you have any questions, or whenever doing so naturally fits the flow of the conversation, ask a question from the list you've prepared. Probe for what the company is looking for in its new employees so that you can show how you meet the firm's needs. Also try to zero in on any reservations that you sense the interviewer might have about you so that you can dispel them. Difficulty: Moderate LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 88) How should you respond to interview questions that are potentially discriminatory? Answer: A variety of federal, state, and local laws prohibit employment discrimination on the basis of race, ethnicity, gender, age (at least if you're between 40 and 70), marital status, religion, national origin, or disability. Interview questions designed to elicit information on these topics are potentially illegal. If an interviewer asks a potentially unlawful question, consider your options carefully before you respond. You can answer the question as it was asked, you can ask tactfully whether the question might be prohibited, you can simply refuse to answer it, or you can try to answer "the question behind the question." Even if you do answer the question as it was asked, think hard before accepting a job offer from this company if you have alternatives. Was the off-limits question possibly accidental (it happens) and therefore not really a major concern? If you think it was intentional, would you want to work for an organization that condones illegal or discriminatory questions or that doesn't train its employees to avoid them? Difficulty: Difficult LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 41 Copyright © 2021 Pearson Education, Inc.

89) Describe each of the three stages of a successful employment interview. Answer: (1) The warm-up: Interviewers will make important decisions about you based on their first impression. Sell yourself nonverbally. Offer a firm but gentle handshake; use the interviewer's name and smile. Let the interviewer begin the discussion. (2) The question-andanswer stage: Let the interviewer lead the conversation. Try to tailor your answers to make a favorable impression. Be sure to ask questions of your own about the job and the company. Explain how you will be able to help the company meet its needs. (3) The close: Pay attention to the interviewer's signals that the interview is ending. Inquire about next steps. Thank the interviewer and express your enthusiasm for the job and the organization. Difficulty: Difficult LO: 19.4: Explain how to succeed in all three stages of an interview. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 90) How soon should you send a follow-up message, such as a thank-you note, after the interview? A) Within 24 hours B) Within the week C) After an offer has been made D) After you have been rejected as a candidate E) Within two days Answer: E Explanation: E) Send a follow-up message within two days of the interview, even if you feel you have little chance of getting the job. These messages are often referred to as "thank-you notes," but they give you an important opportunity to go beyond merely expressing your appreciation. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

91) Which of the following should be included in the opening statement when you are requesting a time extension before making a decision? A) A statement of your new demands for salary B) A strong statement of your continued interest in the job C) A list of other organizations you are interviewing with D) Details about other offers you have received or expect to receive E) An identification of other jobs you are applying for Answer: B Explanation: B) If you receive a job offer while other interviews are still pending, you can ask the employer for a time extension. Open with a strong statement of your continued interest in the job, ask for more time to consider the offer, provide specific reasons for the request, and assure the employer that you will respond by a specific date. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 92) How should you begin your letter of acceptance when you receive a job offer? A) With details about start dates B) By clarifying which office you will be working at C) By accepting the position and expressing your thanks D) With an expression of your enthusiasm and eagerness E) With any questions about starting the job, such as dress code Answer: C Explanation: C) When you receive a job offer you want to accept, reply within five days. Begin by accepting the position and expressing thanks. Identify the job you're accepting. In the next paragraph, cover any necessary details. Conclude by saying that you look forward to reporting for work. As always, a positive letter should convey your enthusiasm and eagerness. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

93) Why is it important to respond to any communication from a company during the application process within 24 hours? A) It is considered to be an indication of unprofessionalism. B) It allows them to feel like they are in control of the process. C) The company might move on to other candidates. D) The company might feel that you are too serious about the position. E) A company usually hires the first person who meets most of the requirements. Answer: C Explanation: C) Any time you hear from a company during the application or interview process, be sure to respond quickly. Companies flooded with résumés may move on to another candidate if they don't hear back from you within 24 hours. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 94) Which organizational model does a letter declining a job offer follow? A) Positive B) Direct C) Email D) Negative E) Persuasive Answer: D Explanation: D) Declining a job offer is an example of a message that delivers negative news. Be as courteous and tactful as possible in your letter, leaving the door open for future contact. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

95) If you're resigning from your current position to accept a job with another employer, ________ when you write your letter of resignation. A) offer ways the company can improve its treatment of employees B) try to negotiate a salary increase in exchange for staying C) politely state your intentions to leave and the date of your last day D) pinpoint the company's flaws E) offer a copy of your new job description and salary level Answer: C Explanation: C) If you get a job offer while employed, you can maintain good relations with your current employer by writing a thoughtful letter of resignation to your immediate supervisor. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 96) Which of the following is an advantage to sending a follow-up message after an interview? A) It will allow you to build a relationship with the interviewer without the stress of the interview. B) It will remind the interviewer you are actively looking and are waiting for a decision. C) It saves the interviewer the time it will take them to get in touch with you. D) It will let the interviewer know you are a good fit for the organization. E) It will reinforce the idea that this position is your first choice. Answer: B Explanation: B) Doing so also gives you another chance to demonstrate your communication skills and sense of business etiquette. Following up brings your name to the interviewer's attention once again and reminds him or her that you're actively looking and waiting for the decision. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

97) A job offer and a written acceptance of the offer can constitute a legally binding contract. Answer: TRUE Explanation: Be aware that a job offer and a written acceptance of that offer can constitute a legally binding contract for both you and the employer. Before you send an acceptance letter, be sure you want the job. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Application AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 98) If you do not feel you will get an offer from a company you interviewed with, don't worry about sending a follow-up message to the interviewer. Answer: FALSE Explanation: Be polite and professional in all of your interactions when job hunting. That means sending a follow-up message, even if you feel that you have no chance of getting the job. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Application AACSB: Analytical thinking Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview 99) Describe at least three common employment messages that follow an interview. Answer: (1) Follow-up message: Send this type of message within two days of the interview. Acknowledge the interviewer's time and courtesy and express your continued interest in the job. (2) Message of inquiry: If you have not heard back from the company within two weeks of your interview, you should send them a letter asking to be notified about the decision. Doing so shows that you are still interested in the position. (3) Request for a time extension: If you receive an offer while still waiting to hear back from another interview, you may write to the offering company and ask for a time extension on your decision. (4) Letter of acceptance: Like the job offer itself, this message is legally binding. (5) Letter declining a job offer: The indirect approach for negative messages is ideal for this type of letter. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview

100) Why is it important to send a follow-up message after an interview? Answer: Send a follow-up message within two days of the interview, even if you feel you have little chance of getting the job. These messages are often referred to as "thank-you notes," but they give you an important opportunity to go beyond merely expressing your appreciation. You can use the message to reinforce the reasons you are a good choice for the position, modify any answers you gave during the interview if you realize you made a mistake or have changed your mind, and respond to any negatives that might have arisen in the interview. Email is usually acceptable for follow-up messages, unless the interviewer has asked you to use other media. Difficulty: Moderate LO: 19.5: Identify the most common employment messages that follow an interview, and explain when you would use each one. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Explain how to prepare for, conduct yourself during, and follow up after an interview