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- 1. Open EndedToday's workplace requires all employees, even hourly workers, to create reports and exchange messages. These messages should be
- 2. Open EndedWhen Mr. Lakely, a recruiter for United Health, calls job applicant Leanne Pufall to schedule a second-round interview, he reaches Leanne's voice mail, which has an offensive joke message.
- 3. Open EndedMessage sent from a BlackBerry mobile device to a client: R U going 2 B in this PM need 2 chat
- 4. Open EndedDeborah's team was reorganized to be cross-functional, and each member is now expected to collaborate on every step of the process for updating her company's website, including generating content, encouraging traffic through SEO optimization, and tracking the website's hits.
- 5. Open EndedJanet, an HR manager at a telecommunications company, has been asked to review the company's policies for hiring contractors to ensure those policies comply with the company's ethical mission statement.
- 6. Open EndedSeasonal fruits and vegetables are shipped from Chile and sold in the United States along with domestically grown produce.
- 7. Open EndedAs part of a plan to emphasize a dynamic corporate culture at the Gagnier and Morris advertising company, Megan has done away with traditional cubicles and replaced them with open-area, nonterritorial workspaces, or "hot desks."
- 8. Open EndedAfter a gas pipeline explosion that destroyed homes and injured dozens of people, Pacific Power Company publicly unveiled a new mission statement with a greater focus on safety and corporate accountability.
- 9. Open EndedFaking attention
- 10. Open EndedNonverbal distractions
- 11. Open EndedYou can counter the effects of psychological listening barriers by
- 12. Open EndedYou can counter the effects of faking attention by
- 13. Open EndedDiane is part of a recently restructured team. Diane previously held a supervisory role in a different division; however, due to a company merger, she is now a new member of a team with no formal hierarchy. In meetings, Diane is often distracted by the fact that she is no longer leading the team, and she doesn't think her new coworkers really "get the big picture." Diane finds herself just waiting for breaks in the conversation to make her points and ideas heard. When others are talking, she is often bored and inattentive, thinking about other tasks she needs to accomplish. Identify the listening barriers. Check all that apply.
- 14. Open EndedIdentify tips that would help Diane listen more effectively to her team. Check all that apply.
- 15. Open EndedIn American culture, good eye contact enables the sender to see if the receiver is
- 16. Open EndedFacial expressions, gestures, and posture can be almost as revealing as a person's eyes. Involuntary facial expressions can add or detract from a message as much as gestures can. Understanding how your gestures influence the reception of your message is likely to do which of the following? Check all that apply.
- 17. Open EndedHow we use time in North America reveals insights into our ____ . Additionally, the way we structure space and territory can provide information on our ___.
- 18. Open EndedLooking neat and well groomed in your personal appearance and preparing well-organized and attractive documents builds your
- 19. Open EndedMr. Youngher arrives at his interview for a community relations internship with Bethlehem Electric in Chicago five minutes late and in a rumpled suit. When he is introduced to the chief marketing officer, Mr. Youngher moves in close as they shake hands and winks. The executive takes a step back. Read the following scenario and answer the question. What advice or tips would you give Mr. Youngher as he prepares for other interviews?
- 20. Open EndedWestern cultures are more relaxed about social status, and input from subordinates is tolerated and even encouraged.
- 21. Open EndedIn North America, keeping people waiting for a business appointment is considered rude.
- 22. Open EndedTwo barriers prevent people from successfully understanding and accepting people from other cultures: ethnocentrism and stereotypes. Fortunately, these barriers may be overcome by developing tolerance. Choose the best answer for each of the following. If you have an ethnocentric view of the world, you hold which expectation?
- 23. Open EndedStereotypes are:
- 24. Open EndedWhat is the best way to develop tolerance?
- 25. Open EndedAlthough most international business is conducted in English, levels of comprehension can vary. How can you enhance your oral communication skills in international environments? Check all that apply.
- 26. Open EndedRaphael is faxing several associates in Indonesia. I have attached the contract for you're review. Please review this ASAP. What can he do to improve the clarity of what he wrote? Check all that apply.
- 27. Open EndedAs diversity grows in both society and the workplace, interacting and communicating with your coworkers will present specific challenges and rewards. It is important to be sensitive to the diverse backgrounds of your coworkers and to understand how to navigate an increasingly diverse workplace. Which of the following are appropriate strategies for communication in diverse workplaces? Check all that apply.
- 28. Open EndedAt a team meeting, your manager addresses some of the discord between your team members and suggests that your team should work individually instead of as a group. She asks if anyone has an opinion on the subject. You know that there are often tough times when working in a group, but in the end your team always produces great results. What could you say to convince your manager to keep your team working together?
- 29. Open EndedAs the leader of your workgroup, you want to encourage a positive working environment. You decide to make posters for the hallway with tips for improving communication between the diverse members of your group. What would be the best tip to be placed on a poster?
- 30. Open EndedThe administrative assistant prepared the executive briefing
- 31. Open EndedThe president of the Association of Accounting Students is a junior.
- 32. Open EndedWhich of the following are correctly spelled plural nouns? Check all that apply.
- 33. Open EndedCollective nouns may be considered singular or plural depending on their action. Choose the appropriate verb for the bold noun in the following sentence. Our committee ___ the employee of the year.
- 34. Open Endedthe ___ from both magazines are meeting next Tuesday
- 35. Open EndedCommunication is the transmission of information and meaning from one individual or group to another. The central objective of communication is to transmit meaning. The communication process is generally defined in five steps: sender has an idea, sender encodes the idea in a message, message travels over a channel, receiver decodes the message, and feedback travels to sender. Complete the sentence with the most appropriate choice. The process of translating ideas into words that will convey meaning is referred to as ___
- 36. Open EndedThe form that ___ take may be influenced by frame of reference, culture, and background.
- 37. Open EndedMr. Algazi provides the information his client has requested through a voice message
- 38. Open EndedRehanna decides to propose a cost-saving reorganization of the company's client database
- 39. Open EndedWilliam Fairaizl left a voicemail to the job candidate, asking him meet with him at 4:00 p.m.
- 40. Open EndedLook at the problem from the perspective of the audience instead of your own
- 41. Open EndedI see that there appears to be an absolutely unfamiliar potential client requesting to converse with you in the upcoming afternoon interval. Would you prefer that I reject his request because you are already experiencing an overload of professional work demands?
- 42. Open EndedIn business messages, the quantity of words enhances the quality of the message.
- 43. Open EndedWhich of the following are qualities of successful business writing? Check all that apply
- 44. Open EndedWhich of the following are steps involved in the prewriting phase of the writing process? Check all that apply
- 45. Open EndedYou prepare notes for a staff meeting to present potential solutions to the lingering problem. You consider several key agenda items to include
- 46. Open EndedAfter completing your first draft, you will check the message for clarity, conciseness, tone, and readability
- 47. Open EndedExperts suggest that ___ of your time should be spent on the drafting phase.
- 48. Open EndedAs you first begin the composition process, which of the following questions should you ask yourself?
- 49. Open EndedThe Freebird Turbocharger is being recalled. All customers who submitted warranty cards can have their installed turbochargers serviced free by authorized mechanics. If you do not have a warranty with Freebird, bring your original receipt to your local Freebird dealership and they will complete the repairs at cost. What is the primary purpose of this message?
- 50. Open EndedWhat is the secondary purpose of this message?
- 51. Open EndedAfter identifying the purpose of your message, you should select the most appropriate communication channel. When determining the most effective channel for your message, which of the following should you consider? Check all that apply.
- 52. Open EndedSomething is wrong with your executive assistant. He's been late to work 12 times in the last month. He's been forgetting to spell check outgoing documents. He seems depressed. You need to find out what is bothering him before his poor work performance puts his job in jeopardy. You should use
- 53. Open EndedMarjan is working on a team completing a recommendations report. She has gathered and sorted customer survey data, and now she needs to share it with the team for comments and corrections. Marjan is preparing to e-mail the data to her teammates.
- 54. Open EndedA good writer anticipates the audience of a message. Although you can't always know exactly who the audience is, you can imagine the general characteristics of the receiver. Profiling your audience allows you to adopt the appropriate tone, language, and channel. Which of the following are appropriate questions to ask when profiling your audience? Check all that apply.
- 55. Open EndedYou work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos's customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request. Should the tone for this message be formal or informal?
- 56. Open EndedWhich communication channel would be most appropriate?
- 57. Open EndedMr. Gallegos will most likely have a ___ response to the message you send him.
- 58. Open EndedWho might be the secondary audience for your message to Mr. Gallegos? Check all that apply.
- 59. Open EndedHey Marilyn, Nice work on that presentation. I'm going to send a copy to the CEO to show off your creativity. Congratulations to you and your team. Speaking of teams, I'm sending a recommendation to Human Resources. Your leadership during the presentation really shows, and you deserve a promotion for all that hard work. A team is only as good as its leader, after all. Before sending the message, it occurs to you that your e-mail will probably be forwarded to other subordinates. What will you need to change to make the message appropriate for both a subordinate and other subordinates?
- 60. Open EndedYour satisfaction is important to us. Please share your thoughts and comments on how we can improve your dining experience. Is the preceding message sender focused or audience focused?
- 61. Open EndedWhich of the following selections effectively use the "you" view. Check all that apply.
- 62. Open EndedWhich one of the following selections uses a conversational but professional tone?
- 63. Open EndedDetermine which sentence has achieved a casual, yet professional tone.
- 64. Open EndedUnfortunately, we had a hard time completing the report; we deserve an extension
- 65. Open EndedThe ___ are well prepared in case of an emergency.
- 66. Open EndedEvery ___ must submit his or her time sheet at the end of the week.
- 67. Open EndedIn the case that you attend communication workshops, as I suggested, you might find that the overall benefit that you receive relates directly to the advancement of your career. Attending communication workshops may help advance your career.
- 68. Open EndedBe sure that you educate yourself as to how to speak with a measured pace and articulation. Learn to speak slowly and clearly.
- 69. Open EndedMake sure you put the correct subject line in your e-mail when writing to your coworkers and ___
- 70. Open EndedBoth the folder and ___tab are green
- 71. Open EndedWhen you leave tonight, can you call Danny and
- 72. Open EndedI think ___his purple stapler.
- 73. Open EndedFor ___ was the laptop ordered?
- 74. Open EndedWhat is the difference between ____ and ____ computers?
- 75. Open Ended____ luggage hasn't arrived yet
- 76. Open EndedProgrammers like Steven and ___ are invaluable
- 77. Open EndedEach employee must submit ___performance goals by the end of the week.
- 78. Open EndedWhich questions should you ask yourself in order to avoid frustration and inaccurate messages? Check all that apply.
- 79. Open EndedYou are preparing a comprehensive report on telecommunication practices in your industry. You need some background information on the history of Internet use in professional environments.
- 80. Open EndedYou receive a voice mail from your supervisor asking you to compile a list of talking points for an upcoming interview on the Morning News Show. The best informal information gathering technique to find out the details of what your boss expects would be to:
- 81. Open EndedAlyssa knows very little about the migratory habits of the flamingo, but she is told to give an extensive report about them to a panel of ornithologists. In order to prepare, she spends three days in the library reviewing magazines and journal articles, searching academic databases, and identifying primary sources.
- 82. Open EndedYou need to compose an e-mail informing coworkers of an upcoming bowling party. Which is the best research approach?
- 83. Open EndedTo help organize your thoughts before writing, you should
- 84. Open EndedThe Boston Hotel High-end linens 600-thread-count sheets Coffeemaker and selected teas Imported beer Fresh-squeezed juices Affordability Food and drink Double-thick bath towels Silk pillowcases Raw silk curtains with gold embellishments $100/night four-star rooms Free snacks, shampoo, and conditioner Free wireless Internet What are three subcategories in the previous scratch list?
- 85. Open EndedUsing a direct opening strategy
- 86. Open EndedWhich of the following is a situation that might call for an indirect strategy? Check all that apply.
- 87. Open EndedWhich of the following is a situation that might call for an indirect strategy?
- 88. Open EndedYou have just been offered a promotion that your friend and coworker, Alyssa, has been hoping for. Alyssa knows that you had a scheduled meeting with your boss today and sends you an e-mail asking how your meeting went. You know Alyssa will be upset when she hears the news of your promotion; however, she is a good friend, and you need to be honest and tell her in your response e-mail.
- 89. Open EndedOur company is growing fast, which always means changes and innovations. Because of this growth, the accounting department will be restructured. For the last five years, Tim has served as chief manager with grace and dedication. However, because of the restructuring, Tim's position will no longer be needed. He will be working in the marketing department on the third floor, starting next Tuesday. In this message, the ____ organizational pattern is used
- 90. Open EndedOutlines give you a chance to organize your thinking before determining word choice and sentence structure. Which of the following will help you create a more effective outline?
- 91. Open EndedIdentify the correct pattern of a complex sentence.
- 92. Open EndedIdentify the sentence pattern of the following sentence. Katherine submitted the recommendation report yesterday
- 93. Open EndedReading comprehension rates ___ as sentences become longer.
- 94. Open EndedRead the following selections and identify the sentence error. Typing an e-mail message is a form of message encoding. Such as converting an idea into written language.
- 95. Open EndedLocal markets have become saturated, therefore companies now look to other countries for further expansion. Local markets have become saturated; therefore, companies now look to other countries for further expansion.
- 96. Open EndedIf you can write well, you can represent your company well. If you can write well; you can represent your company well.
- 97. Open EndedEmployees today aren't hired only for their knowledge. Their ability to learn new things is also vital. Employees today aren't hired only for their knowledge, their ability to learn new things is also vital.
- 98. Open EndedThe communication process works fluidly. It moves from one step to the next often without pause. The communication process works fluidly it moves from one step to the next often without pause.
- 99. Open EndedTo ensure clear communication, use precise words to convey your ideas. To ensure clear communication; use precise words to convey your ideas.
- 100. Open EndedComplete the following sentence. Organizing information in ____ provides emphasis by making items stand out.
- 101. Open EndedYou can also improve your messages through stylistic emphasis in sentence structure and word choice. Which of the following stylistic devices can be used to achieve emphasis? Check all that apply.
- 102. Open EndedIn some cases it is necessary to de-emphasize an idea, such as bad news. Does the following selection emphasize or de-emphasize the bad news? We are unable to renew your contract for the upcoming year due to company-wide budget cuts.
- 103. Open EndedWhen you compose messages, you may use the active or passive voice to convey meaning. Most business messages use the active voice. Which of the following are instances when you would use the passive voice in a business message? Check all that apply.
- 104. Open EndedDoes the following sentence use the active or passive voice? Refreshments will be served
- 105. Open EndedParallel sentences are balanced and easy for readers to understand. Choose which sentence has the better parallel structure.
- 106. Open EndedChoose the best revision to the following sentence. Teagan saw the recommendations flipping through the report.
- 107. Open EndedThe delivery person wrecked the office supply van. The problem in this ineffective selection is:
- 108. Open EndedWhich of the following emphasizes the main idea? Congratulations! We would like to offer you the position of senior analyst. We have now successfully concluded our interview process and you have passed
- 109. Open EndedAs a member of the crisis management team, you are required to attend our biannual crisis management workshops. These workshops will prepare you to lead your division in the event of a company crisis. The workshops always take place during the second week in January, and they are held at our headquarters in Dallas, Texas. Workshop registration information is available on the company website. Identify the function of the sentence As a member of the crisis management team, you are required to attend our biannual crisis management workshops.
- 110. Open EndedWhich of the following are techniques that you can use to help the reader follow your ideas? Check all that apply.
- 111. Open EndedCommunication with the public and employees should be overseen by the director of PR. The duties of the crisis team should be divided according to each member's area of expertise. Since communicating accurate information is critical, you will need to assign specific members to interface with your own employees and public-safety agencies. If your company does not have a public relations executive, this job should be handled by the head of marketing or human resources. Furthermore, all members of your crisis team should receive training in crisis communication. 1. Communication with the public and employees should be overseen by the director of PR. The duties of the crisis team should be divided according to each member's area of expertise. Since communicating accurate information is critical, you will need to assign specific members to interface with your own employees and public-safety agencies. If your company does not have a public relations executive, this job should be handled by the head of marketing or human resources. Furthermore, all members of your crisis team should receive training in crisis communication. 2. All members of your crisis team should receive training in crisis communication, and the duties of the crisis team should be divided according to each member's area of expertise. Since communicating accurate information is critical, you will need to assign specific members to interface with your own employees and public-safety agencies. Communication with the public and employees should be overseen by the director of PR. If your company does not have a public relations executive, this job should be handled by the head of marketing or human resources. 3. The duties of the crisis team should be divided according to each member's area of expertise. Since communicating accurate information is critical, you will need to assign specific members to interface with your own employees and public-safety agencies. Communication with the public and employees should be overseen by the director of PR. If your company does not have a public relations executive, this job should be handled by the head of marketing or human resources. Nevertheless, all members of your crisis team should receive training in crisis communication.
- 112. Open EndedEntrepreneurial folklore weaves a dream of perfection in the pursuit of success;____, 50 percent of all entrepreneurial businesses fail in the first year.However ____ , with hard work and proper planning, you can increase your chance for success.
- 113. Fill in the Blank____ , you should focus your efforts on four primary areas: idea development, feasibility research, business plan writing, and securing capital._______ , the planning phase of any business venture is difficult. ________ , thorough development, research, and funding will help make your dream a reality.
- 114. Open EndedWhich one of the following techniques will help you control the length of your paragraphs?
- 115. Fill in the BlankBoth the client and the company representative ______ expected to approve the agreement.
- 116. Open Endedthe client ___ the new marketing plan
- 117. Open Endedthe project team ___ hard to complete tasks on time
- 118. Open EndedWhen the committee ___to a decision, we will proceed with the plan.
- 119. Open EndedBody language ___messages nonverbally.
- 120. Open EndedIf she ____another company, we'll need to expand our search for candidates.
- 121. Open EndedWe must address safety concerns before we ____more skilled technicians.
- 122. Fill in the BlankEye contact _____the appearance of confidence.
- 123. Fill in the BlankPlease ensure that all members of the team _____ quickly on the decision.
- 124. Fill in the BlankThe public relations team _____ not agree with the operations team on this decision.
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