The Second Edition of

The second edition of Business
Communication: Concepts, Cases, and

Applications builds on the key strengths of
the first edition—clear writing style and
comprehensive content—by updating the
material to reflect the latest research and
technological developments in business
communication and presenting it in a style
that engages the reader.
This edition has an interactive learning

design. The text includes many new
pedagogical features. In order to reflect the
changing needs of students and teachers,
this edition includes three new chapters on
intercultural communication skills,
conversation skills, and listening. New
technological developments such as the
use of social networking sites, e-mail, and
PowerPoint presentations have been
covered in greater detail in this edition.
This companion Web site includes the

following resources:
 PowerPoint Slides and an

instructors’ manual to help
instructors make classroom
interactions more effective
 Multiple-choice questions that

enable students to answer the Self-
check Your Learning questions at
the end of each chapter
Chapter 1: The Nature and Process of Communication
Chapter 2: Organizational Communication
Chapter 3: Intercultural Communication Skills
Chapter 4: Oral Communication
Chapter 5: Conversation Skills
Chapter 6: Listening
Chapter 7: Non-verbal Communication
Chapter 8: Written Business Communication
Chapter 9: Business Letters, Memos, and E-mails

Chapter 10: Report Writing
Chapter 11: Presentation Skills
Chapter 12: Negotiation Skills
Chapter 13: Business Etiquette
Chapter 14: CVs, Personal Interviews, and Group Discussions
Chapter 15: Writing a Summer Project Report
Chapter 16: Written Analysis of Cases
perfect communicators
poor communicators
indifferent communicators
good communicators
The word communication is derived from communis (Latin) which

means:
oral speech
community
message
common
Meta-communication relates to the speaker’s:

unintentional choice of words
unintentional choice of both words and dress
intentional choice of dress

intentional choice of words
Generally speaking, in business we communicate:

only to persuade
only to entertain
only to inform
to both persuade and inform
Effective communication is essentially a:

two-way process
three-way process
both a one-way and a two-way process
one-way process
Filters that affect the content of a message are in:

the mind of the listener
the medium of communication
the mind of the speaker
the minds of both the speaker and the listener
Speakers usually experience difficulty in ensuring that the message is:

understood correctly
acted upon promptly and as desired

conveyed precisely
conveyed precisely, understood correctly, and acted upon promptly and as

desired
As a process of sharing thoughts and ideas, communication suffers

mainly from:
non-physical barriers
gender differences
physical barriers
both physical and non-physical barriers
____ is not one of the 7 C’s of communication:

correctness
conciseness
clarity
character
Human communication is essentially:

emotional
perfect
imperfect
short-lived
capital
material
labour
goods
Forecasting determines organizational:

feedback
performance
budget
objectives and policies
To create a cooperative, understanding, and pleasant work

environment in an organization, decision-making should be:
transparent
strong
flexible
quick
In an organization, the functional areas are:

production, marketing, and finance
marketing, communications, and finance
finance, production, and communications
communications, production, and marketing
In business, a manager spends most of his or her time in:

speaking
planning
meetings
writing
Managers need effective communication skills to perform the following

roles:
personal
interpersonal
decisional
impersonal
There are ____ levels in Maslow’s pyramid of needs.

four
six
five
three
In organizations, the flow of communication sometimes slows down

because there are too many:
hierarchical levels
departments
managers
channels
Grapevine, as an information system, is:

informal
personal
predictable
formal
A limitation of informal communication is that it is:

personal
inadequate
unwarranted
false
Managing as a process does not organize:

labour
goods
material
capital
Forecasting determines organizational:

performance
feedback
objectives and policies
budget
To create a cooperative, understanding, and pleasant work

environment in an organization, decision-making should be:
transparent
strong
flexible
quick
In an organization, the functional areas are:

production, marketing, and finance
communications, production, and marketing
finance, production, and communications
marketing, communications, and finance
In business, a manager spends most of his or her time in:

planning
meetings
writing
speaking
Managers need effective communication skills to perform the following

roles:
decisional
personal
impersonal
interpersonal
There are ____ levels in Maslow’s pyramid of needs.

six
five
three
four
In organizations, the flow of communication sometimes slows down

because there are too many:
managers
hierarchical levels
departments
channels
Grapevine, as an information system, is:

predictable
personal
informal
formal
A limitation of informal communication is that it is:

inadequate
personal
unwarranted
false
Oral communication is the interchange of _____________ between the sender

and receiver.
signs and gestures
written messages
verbal messages
cues and clues
Body talk is also known as:

leakage
overflow
noise
physical communication
Oral communication is better than written communication for:

conveying feelings and emotions
saving time
providing opportunity to refer back
conveying facts and opinions
The limitation of oral communication is that:

it is easy to be aware of our body language
it is irreversible—what is said cannot be taken back
it does not require on-the-spot thinking
it is not affected by the speaker’s feelings or stress or excitement levels

In business, oral communication is face-to-face:
in no situation
in all situations
in some situations
in all but one situation
The foremost barrier to oral communication is:

concentration
interestedness
humility
poor listening
The effectiveness of oral communication depends on the speaker’s

ability to use:
foreign words
long sentences
complex words
simple language
In oral communication, what matters most is:

when you say it
where you say it
what you say
how you say it

Oral communication is also known as:
impersonal communication
non-verbal communication
verbal communication
face-to-face communication
In business, oral communication is suitable for:

recording things
delaying the decision-making process
confusing workers
discussing things
Conversation, in general, differs from other forms of oral communication with

respect to its:
structure
informality
purpose
technique
Social conversation is also known as:

chit-chat
gossip
meaningless communication
idle talk
Phatic communication uses words to express and share:
togetherness
fear
beliefs
meaning
The structure of social conversation is basically:

logical
psychological
moral
emotional
The underlying assumption of binary communication is that reality is:

black and white
multi-valued
personal
based on self-assertion
A conversation is successful when its direction is:

parallel
opposite
divergent
sequential
Our endeavour in effective business conversation should be to arrive
at:
agreement
consideration
acceptance
commitment
At the workplace, to be a successful conversationalist, you should be:

rude
aggressive
submissive
assertive
An emotional outburst should be answered with:

strong language
tolerance
facts
humour
someone else
the whole group
your own self
your opponent
A “cue” is a key word or phrase used by a person to:
show that what is said is not important
mislead the listener
hide his or her real intentions
indicate to the listener that something is important for the speaker
Summarizing given facts is an act of:

shortening
hiding
repetition
comprehension
To be assertive is to be:
indirect
aggressive
firm
loud
Conversation control teaches us:

control of listeners’ responses
the use of strong, authoritative language
self-control as speakers
how to prevent others from speaking
Most of our waking time goes in:

speaking
reading
writing
hearing
Listening, like speaking, reading, and writing, is:

a habit
a skill
a gift of nature
an art
A serious listener concentrates on:

the speaker’s body language
the message
other thoughts
the speaker’s physical appearance
As a sympathetic listener, you should consider the message from the

point of view of:
the audience
yourself
others
the speaker
When a listener abstracts partially, listening is:

slanted
obstructed
distorted
helped
Good listeners concentrate on:

the speaker’s every word
important words
minor details
the speaker’s main thought
A reflective listener:
repeats the message’s essential parts
thinks about the speaker’s message
ignores the details
appreciates the message
A clarifying listener:
illustrates the message with examples
repeats what is said

elaborates the speaker’s underlying thoughts and feelings
explains the message
Listening and hearing refer to:

a specific act versus a general act
the same thing
mental and physical acts, respectively
different things
Listening, to a large extent, depends on a person’s:

interest in others
desire to know
taste for gossip
closed mind
Non-verbal communication does not involve:

space
words
gestures
silence
Meta-communication conveys a meaning that is:

graphically communicated
directly stated
incompletely conveyed
implied
Grooming is a form of non-verbal communication that is:

subconscious
conscious
hierarchical
arbitrary
Positive gestures are body signals that make you look:

nervous
hurtful
relaxed
arrogant
Between a speaker and a listener, the closest zone of personal space

possible is:
intimate
public
friendly
social
The percentage of working time business executives spend in listening

is:
40 to 60 per cent
40 to 50 per cent
20 to 80 per cent
30 to 70 per cent
By choosing to speak from the floor instead of the dais, a speaker can
show the audience a sense of:
equality
informality
respect
closeness
If a speaker winks after saying something, it suggests to the audience

that the subject is:
true
non-serious
serious
incredible
Paralanguage is a kind of action language that refers to:

body language
personal space
actual words
the tone of voice, speed of speech, and hesitation

Giving non-verbal messages is:
spontaneous
tutored
deliberate
a dramatic skill
To complete the function of the written word, we require:

four persons
one person
two persons
three persons
In business, the purpose of writing is mainly to:

entertain
inform
Both inform and persuade
persuade
Informative writing focuses primarily on the:

latest news
writer
reader
subject under discussion

In writing business letters, one has to be:
friendly
conventional
formal
dull
Technical accuracy of language means:

active voice
direct narrative
simplicity
correctness of grammar, spelling, and punctuation
The principles of effective writing include:

brevity
accuracy
brevity, clarity and accuracy
clarity
In a sentence, the verb agrees in number and person with its:

subject
preposition
adverb
object
How many kinds of articles are there in English?
One: a
Five: a, an, the, definitive and indefinitive
Three: a, an, and the
Two: definitive and indefinitive
“There”, as an introductory subject:

requires the verb to agree with the object
requires the verb to agree with its unreal subject
is always singular
requires the verb to agree with the real subject that comes after it
In issuing instructions, one should avoid the:

passive voice
subjunctive form
imperative form
active voice
Business letters produce immediate effect because they are:
informal
formal
brief
interesting
Letters that please the receiver are called:
good-news letters
routine letters
invitation letters
“yes” letters
The purpose of a “no” response letter is to leave the reader with:

no future hope
reasons for the rejection of the request
minimum disappointment
unpleasant feelings
Form letters are also known as:

circular letters
persuasive sales letters
formal letters
bad news letters
A memorandum (memo) is considered a brief form of written

communication for:
legal use
formal use
external use
internal use
Simplicity in writing means essentially:
plainness
the use of simple sentences
the use of simple tense
the use of simple words
Writing a letter with “you-attitude” means writing:

from the point of view of the writer
from the point of view of other persons not concerned
from the point of view of the reader
using the word “you” repeatedly
Good business letters are characterized by the following personal

quality of the writer:
humour
formality
seriousness
sincerity
The simplified style business letter has:

a subject line
a complimentary close
indentation
a salutation
Modern business letters are usually written in:
semi-block style
simplified style
indented style
full-block style
Reports present conclusions based on:

belief
investigation
impression
intuition
The terms of reference for producing a specific report are given by the:
organization
writer
expert
reader
The index forms a part of the:

glossary
front matter
end matter
main body
How many basic parts of a formal report are there?
Six
Four
Five
Three
Which of the following is not a subsidiary part of a formal report?

Appendix
Table of contents
References
Glossary
A cover letter is normally written by the:

top management
report writer
CEO
reader
The chronological development of information in the body of the report

is done according to the:
order in which events occurred
choice of the writer
logical sequence of events
collection of data
The glossary is the list of:
technical terms used in the report
subjects covered in the report
references
diagrams used in the report
Business research gives information to guide:

scholars
stockholders
business decisions
brokers
A report can present the information in:

four ways
three ways
two ways
five ways
A presentation is a form of oral communication in which a person shares factual

information with an audience that is:
specific
mixed
small
large
The presenter acts as the:
advocate of the information
deliverer of the information
medium of the information
supporter of the information
The three major elements of presentation do not include:

a presenter
an audience
specific content
visual aids
The audience for a presentation consists of people who:

are uniform in their level of information and purpose
vary in their level of information and purpose
are confused in their purpose
are uninformed and lack a purpose
To be able to give a good presentation, a full rehearsal is:

audience based
necessary
optional
useless
Reading out a presentation is:

dull
allowed
helpful
not allowed
To make a presentation effective and impressive, you should use:

jargon
passive sentences
a simple and active form of sentences
complex sentences
To select the content of your presentation, you should know:

the audience’s needs
the available material
the time limit
your purpose
In presentation design, maximum time is given to the:

introduction
question–answer session
main body
conclusion
Initially, a presentation is a form of:

two-way communication
intrapersonal communication
group communication
one-way communication
As compared to unannounced negotiation, formal negotiation:

is more time consuming
requires less preparation
is simpler
is more difficult
Informal negotiation involves:

four people
any number of people
three people
two people
Persuasion is an essential element of effective negotiation because it

helps in:
achieving one’s own interests
resolving disputes among people

effecting agreements and solutions in the interest of all
settling issues between two parties
The final aim of negotiation is to:

reach an agreement
implement an agreement between two parties
end a dispute
win at all cost
A negotiation is discussed in a tone that focuses attention on the need

to reach a satisfactory solution by:
making proposals
force
setting conditions
joint problem-solving
Negotiation strategy is partly concerned with:

prolonging the length of the negotiation
searching for a common goal
avoiding failure
ending the discussion
Negotiation implies that both parties accept that the agreement

between them is:
necessary
subject to further dispute
final and binding
conditional
One’s negotiation objective should be:

personal
realistic
ideal
social
In order to persuade others, facts should be discussed from the point

of view of a:
second party
third party
first party
fourth party
In negotiations, the interpretation of a cue requires skill because it

may be:
behavioural
ambiguous
intentional
verbal
The set of norms of behaviour and attitude in every workplace is:

dictated by the board
internationally prescribed
nationally laid down
self-evolved
When introducing ourselves, we should use:

only the surname
only our designation
both the first name and the surname
only our first name
In business, when you fail to recall the name of a person met earlier,
you can ask him or her:
for his or her initials
for his or her surname
for his or her business card
to excuse you for forgetting his or her name
In business telephone calls, when making a request always use:

the interrogative form
the passive form
direct categorical statements
the imperative form
As a host, you would invite visiting foreign guests to a business dinner:

by writing an invitation letter
by announcing the dinner at a meeting
through a messenger
personally, face-to face
At an Arab business party, alcohol is:

not served at all
served continuously
served last
served first
In many parts of the world, such as Latin America and India, keeping
the eyes lowered is a sign of:
evasiveness
respect
timidity
dishonesty
In different cultures, colors represent:

arbitrary things
insignificant things
the same thing
different things
In business, keep telephone calls very short because the other person
may not be:
interested in talking to you
noting down what you say
paying attention to you
free to talk to you
People from other countries can be easily put at ease by speaking to

them in:
sign language
their language
your own language
English
The best way to apply for a job is to submit a résumé that is:
full of personal information
self-recommending
suitable for any job
specifically written for that particular job
The application letter and the résumé perform:

the same task
overlapping tasks
two different tasks
two opposite tasks

The résumé of a fresh graduate is generally:
half a page
one page long
two pages long
three pages long
The application letter is:

a summary of your qualifications and experiences
a description of your core strengths and suitability for the job
a foreword
a statement of your job objective
A summary placed at the beginning of the CV acts as a:

letter of recommendation
synopsis
preface
statement of objectives
“Tease” or “stress” questions are intended to judge:

the candidate’s stress level
the candidate’s technical skill
the candidate’s intelligence quotient
how the candidate handles them

In an interview when you do not know an answer, you should:
admit you do not know the answer
remain quiet
bluff
keep guessing
The left part of our brain controls:

logic and reasoning
emotions
imagination
creativity
The group discussion evaluates the candidate’s ability to:

confer with others on a given subject
control others
argue with others
lead others
The first objective in a group discussion is to:

act as a self-appointed leader of the group
prove your superiority
catch the group’s attention
create sub-groups
The submission of the summer project report is:
optional
the faculty guide’s choice
compulsory
on the request of the sponsoring organization
The summer project report is written:

at any time
upon completion of the project done during the summer term
at the beginning of the project
during the project
The summer project report is submitted for:

evaluation by both the supervisors
the use of other students
the record of the institute
purchase by industry
The topic/subject of the summer project report is assigned by:

outside experts
other students
the company
the institute
The summer project proposal is submitted by:
the faculty guide
the student
the institute’s director
the industry guide
The findings of the summer project report are often valuable to the
host company as they are based on:
the company guide’s experience
theory
actual work done on a live project
work done in the summer term
The summer project is carried out in the:

sponsoring organization
institute’s library
classroom
institute’s computer lab
Written feedback on the draft of the summer project report is given by:
the two guides
the company CEO
other students
the placement head

The introduction to the summer project report begins with:
a description of the problem
the scope of the project
the methodology to be followed
a description of the company’s business and major environmental factors
The table of contents in a summer project report:

provides the location of various topics
lists the sequence of chapters
presents an overview of the organization of the report
indicates page numbers
A case, in management studies, gives an account of:
a manager’s interpersonal problems
social events in the company
management problems
a manager’s personal problems
Cases dealing with an organization’s experiences and efforts to solve

problems are described as:
theoretical cases
factual cases
functional cases
organizational cases
All case studies involve documentation of the process of:
exploring alternative choices
strategic decision-making
evaluating a problem
storytelling
Logical links between two events/facts are established by discovering:

hypothetical links
traditional links
casual links
causal links
In the scientific study of a problem, opinions are not allowed because

they are not:
facts
subjective
written
widely known
The executive summary helps the decision-maker:

avoid reading the case fully
learn about various solutions to the problem
learn about the problem without reading the case fully
learn about the problem

In a case study, the executive summary is placed:
at the end
at the beginning
as part of the introduction
with the recommendations
The first requirement for being able to write an analysis of a theoretical

case is thorough knowledge of the concerned:
subject
methodology
case
objective
The ability to think critically reflects a:

thoughtfulness
holistic personality
sharp business sense
questioning mind
In the conclusions section of an industry-based case study, the

recommended action plan is fully analysed in terms of its:
benefit to the company
feasibility
viability, feasibility, and benefit to the company
viability
The communication dilemma faced by Sue Lee at Suncor Energy Inc.

includes each of the following except
Ensuring that employees receive all the information they need to be both
productive and satisfied.
Maintaining an open communication climate.
Reprimanding employees who break rules.
Not overloading people with too many distractions by sending unnecessary

messages.
What percentage of each workweek is wasted because of poor

communication?
40 %
2%
25 %
15 %
Which of the following is not a tool that is actively used in the
technological workplace?
Streamlined forms
Extranets
E-mail
Cell phones
Which of the following is not a result of increased globalization and

workforce diversity?
Enhanced professional image
An awareness of different business practices around the world.
A need to communicate with people who speak different languages.
An understanding of the laws in other countries.
Which of these statements does not apply to an organization's formal

communication network (that is, the organization's flow chart)?
The chart indicates lines of authority.

Each box represents a link in the chain of command.
Each line represents a formal channel for the transmission of messages.
Communication moves only up or down, not across.
"Internal communication" refers to
letters from outsiders to people inside the organization.
exchange of information and ideas within an organization.
e-mail communication.
letters from insiders to people outside the organization.
The informal network that is known as the "grapevine"
carries information along the organization's formal chain of chain of command.
is used by savvy managers to spread and receive informal messages.
rarely contains accurate information.
deals exclusively with personal matters.

Which of the following are examples of external communication?
with journalists
with competitors
with customers
all of the above
When a crisis hits, an organization should do the following except
use the crisis to promote products and services.
issue frequent news updates each day.
tell the receptionist to direct all calls to the news centre.
provide complete information packets as soon as possible.
What step in the communication process allows you to evaluate your

message’s effectiveness?
Encoding of the message by the sender.

Selection of the communication medium.
Decoding of the message by the receiver.
Feedback sent by the receiver to the sender.
Which of the following is a communication barrier that often exists

between people?
Deadlines
Inadequate communication structures
Incorrect choice of medium.
Differences in perception
The following can cause communication barriers except
emotional distractions.
ethical communication.
too many messages.
restrictive environments.
All these are guidelines to effective communication except
improve your speed at writing messages.
create lean and efficient messages.
adopt an audience-centered approach.
foster an open communication climate.
Which of the following is unethical?
g in good faith
Avoiding manipulative language
Hiding negative information
Displaying graphic data fairly
The following are questions to ask yourself in order to make ethical

choices except
is the decision legal?

is it a decision you can live with?
is the message positive or negative?
is the message balanced?
In a recent Ipso-Reid survey of office workers across Canada, on

average, what was the reported number of hours per week spent in
meetings?
20.8 hours
10.4 hours
5.2 hours
2.7 hours
Which of the following is not an advantage of working in teams?
Increased information and knowledge
Increased diversity of views
Increased acceptance of a solution
Increased savings for the organization

Which of the following is not a disadvantage of working in teams?
Some team members may have a hidden agenda.
A team may develop groupthink.
Some team members may be uninterested in the outcome.
Some team members may be free riders.
Which of the following is not one of the five phases of decision making?
Repetition
Conflict
Orientation
Brainstorming
Which of these can be a constructive feature of conflict in a team?
Helps everyone get to know each other

Increases involvement of all team members
Puts everyone on an equal basis
Always leads to good results
Which of these are potential sources of conflict?
Poor communication
Competition for scarce resources
Power struggles
All of the above
All of these are measures to resolve conflict except
openness—getting feelings out in the open before dealing with the main issues.
determination—making sure your viewpoint prevails.
communication—getting those involved in conflict to participate in resolving it.
proaction—dealing with minor conflict before it becomes major conflict.

All of these are measures to resolve conflict except
alliance—getting parties to fight together against an "outside force"
flexibility—not letting the team get locked into a position before considering
other solutions.
research—seeking factual reasons for the problem before seeking solutions.
decisiveness—making sure a decision is made.
These are good strategies for overcoming resistance except
evaluating others' objections fairly.
holding your arguments until the other person is ready for them.
ignoring it until it goes away.
making people aware of their resistance.
What percentage of communication time do businesspeople spend

listening?
10%
45%
20%
65%
What is the ratio of receiving to sending information?
32% receiving/68% sending
Which of these statements is true?
People remember less than half of what's said during a 10-minute conversation,
and forget two thirds of that within 48 hours.
People remember only half of what's said during a 10-minute conversation, and
forget half of that within 48 hours.
People remember half of what's said during a 10-minute conversation, and forget
half of that within 48 hours.
People remember two thirds of what's said during a 10-minute conversation, and
forget one third of that within 48 hours.
Which of these is not a type of listening?
Empathic listening
Critical listening
Informational listening
Integrative listening
All of the following are good ways to give constructive feedback except
focusing on particular behaviours; feedback should be specific rather than

general.
making feedback well timed; there should be only a short interval between the
recipient's behaviour and the feedback.
offering feedback on things that are not controllable by the recipient
keeping feedback impersonal and job related.
All of the following are important to conducting productive meetings

except
setting and following an agenda.

providing refreshments.
planning the purpose.
selecting the participants.
Cultural diversity is
the pattern of physical cues and implicit understandings that conveys meaning
between two members of the same culture.
the process of sending and receiving messages between people of different

cultures.
the degree to which a population is made up of people from various national,

ethnic, racial, and religious backgrounds.
a shared system of symbols, attitudes, beliefs, expectations, and norms for

behaviour.
Which of the following might be considered subcultures in Canada?
hockey fans
Métis
Québécois
All of the above

The following statements are true of all cultures except
cultures vary in stability.
cultures resist outside influences.
cultures vary in tolerance.
culture is learned.
The following statements are true of high-context cultures except
Speakers will use indirectness and metaphor to provide a web of meaning.
A speaker is likely to spell out his or her expectations through explicit

statements.
People rely less on verbal communication and more on the context of non-verbal
actions to convey meaning.
Speakers expect receivers of messages to discover the essence of a message.
Which of the following is not true of cultural differences?
Effective intercultural communication depends on recognizing the ways in which

people differ.
Ignorance of cultural differences can cause Canadians to act improperly when

abroad.
The greater the difference between the sender's culture and the receiver's
culture, the greater the chance for misunderstanding.
Use the "golden rule" when communicating across cultures; that is, treat others
the way you would like to be treated.
The following are typical of low-context cultures except
meetings often have fixed agendas and plenty of advance notice.
executive offices are separate with controlled access.
executive offices are shared and open to all.
objective data is valued over subjective relationships.
Which of the following are typical of high-context cultures?
Workers do not want or expect detailed information.
Business and social relationships overlap.
Information is shared with everyone.
All of the above.

Which of the following statements is not accurate?
In a high-context country like Japan, executives avoid confrontation and debate.
In a high-context country like China, businesspeople do not want to back down

from their position.
In a high-context country like Canada, businesspeople typically enjoy

confrontation and debate.
In a high-context country like China, businesspeople avoid public conflict.
Which of the following statements is not true?
In Canada people indicate "no" by shaking their heads back and forth.
In Bulgaria people indicate "no" by nodding their heads up and down.
In Japan people indicate "no" by moving their right hand.
In Italy people indicate "no" by clasping both hands.
While you may not have the time or interest to learn about every
culture, you can adapt to any culture by using all of the following
techniques except
take responsibility for communication.
learn that people are typical of their race and gender.

increase your cultural sensitivity.
emphasize common ground.
Which of the following will not help overcome ethnocentrism?
Avoid assumptions about the other culture.
Learn the language of the other culture.
Acknowledge cultural distinctions and differences.
Don't be judgmental about the other culture.
Which of the following will help you learn to communicate across

cultures?
Learn about the cultures in which you plan to do business.
Learn general intercultural communication skills.
Learn how to handle both written and oral communication.
All of the above are true.

The following statements about letters from Japan are true except
Early in the letter will be an inquiry about your health or congratulations on your
success.
The main idea will come first.
A thank you for your patronage will appear early in the letter.
They typically begin with a remark about the season or weather.
When writing for an international audience, which of the following will

not promote clarity?
Avoiding idioms, jargon, slang, and buzz words
Helping readers follow your train of thought
Using short paragraphs
Relying on abstractions and generalities to explain your points
When speaking English to people who speak English as a second

language, follow all of the following guidelines except
repeat your sentence in a louder voice than necessary.
let other people finish what they have to say.

try to eliminate "noise."
look for feedback.
Which of the following is not a feature of effective workplace writing?
Concise
Dramatic
Purposeful
Audience-centred
Which of the following is not one of the steps in the three-step writing
process?
Planning
Brainstorming
Completing
Writing
If your purpose is to inform your audience, you need little interaction with them.
To collaborate with audience members, you need maximum participation.
To persuade your audience, you require a moderate amount of participation.
All three purposes require the same audience interaction.
To help decide whether or not to send your business message at this

time, you should ask yourself four questions. Which of the following is
not one of those questions?
Is this the right time?
Is your purpose realistic?
Is the right person delivering the message?
Is your message likely to please the audience?
Which of the following is not a feature of media richness?
Ability to establish personal focus
Ability to use written text
Ability to convey a message by means of more than one visual cue

Ability to facilitate feedback
It is best to use an oral channel in the following situations except when
you want to encourage interaction to solve a problem or reach a decision.
your message is complex and requires further explanation.
you need no permanent record.
you want immediate feedback from the audience.
It is best to use a written channel in the following situations except

when
your audience is large and geographically dispersed.
you need a permanent written record.
you want to minimize the distortion that can occur when a message passes orally
from person to person.
you need immediate feedback.

E-mail can be used for external communications in which of the
following situations?
In response to e-mail messages that you receive.
When your audience accepts e-mail as appropriate.
Both of the above.
None of the above.
Which of the following statements about teleconferencing is true?
It is best for informational meetings, but is ineffective for negotiation.
It replaces short memos or phone calls that need no response.
It overcomes time zone barriers and provides a hard copy of the message.
It offers speed, lower cost, and increased access to other employees.
The following are disadvantages of e-mail except
people include things in an e-mail message that they would not say in person or
type in a document.
people tend to overuse it.
a lack of privacy
increased access to other employees.
All of the following will help you send an effective on-the-job e-mail
message except
using the medium to share information rather than deliver tragic news or e-mail.
copying a wide distribution list on your e-mail note.
writing audience-centred messages.
making your message worth reading and easy to follow.
Which sentence illustrates the "you" attitude?
So that your order can be completed promptly, please send another copy of the
requisition.
We are pleased to announce our new flight schedule from Atlanta to New York,
which is any hour on the hour.
We offer the printer cartridges in three colors: black, blue, and green.
All of the above. This does not illustrate the "you" attitude.
Which sentence does not show a positive tone?
Your vacuum cleaner will be ready in three weeks.
The performance in this office can be improved by tightening up cost controls.
We apologize for inconveniencing you during the remodelling.
We will be happy to exchange merchandise that is returned in good condition.
Which of the following pairs do not illustrate a euphemism?
Elderly/"old people"
High-calorie food/"high-energy food"
Used cars/"resale cars"
Cheap merchandise/"bargain prices"
Which word does not show gender bias?
Foreman
Nurse
Man-made
Businessman
Which of the following is not a common problem that can cause poor
organization of a message?
Taking too long to get to the point
Getting ideas mixed up
Including irrelevant material
Using brainstorming techniques
Which of the following is not true?
Good organization saves your audience time.
Good organization helps your audience accept your message.
Good organization helps your audience understand your message.
Good organization helps your audience respond to your message.

Which of the following is not a strategy for defining the main idea?
Storyteller's tour
Question-and-answer chain
Outline
Random list
Which of the following is not one of the headings of an FCR worksheet?
Recommendations
Facts
Findings
Conclusions
The following are features of a good outline except
divides a topic into at least two parts.
restricts each subdivision.
includes complete sentences.

ensures that each group is separate and distinct.
Use the direct approach when the audience is
eager and interested.
interested and neutral.
eager and displeased.
interested and displeased.
Use the indirect approach when the audience is
pleased and interested.
neutral.
displeased.
interested and willing.

All of the following messages are likely to please your audience except
granting an adjustment.
announcing a price cut.
providing routine information as part of your regular business.
accepting an invitation.
All of the following are strategies to use if your message will displease
your audience except
in the body give reasons that justify a negative answer.
close cordially.
open with the main point.
open with a neutral statement.
All of the following are good advice about tone except
avoid preaching and bragging.
avoid long sentences.
avoid obsolete and pompous language.

avoid humor.
Which of the following is not an abstract word?
Productivity
Green
Tradition
Progress
Which of the following is a complex sentence?
Morale has improved in the past year.
Profits have increased in the past year, and although you may question Gerald's
conclusions, you must admit that his research is thorough.
Although the company lost money last year, prospects for next year look
promising.
Morale has improved in the past year, and employee turnover has been low.
Which of the following is passive?
John has already rented the office to a client.
The office has already been rented.
Without my approval in advance, John should not have rented the office.
John should not have rented the office without my approval.
Which is not a good reason for using the passive voice?
To emphasize the importance of a statement
To point out what's been done without attributing blame
To avoid personal pronouns in order to create an objective tone
To be diplomatic about pointing out a problem
Which of these are strategies for using transitional elements?
Use a pronoun that refers to a noun used previously.
Use connecting words: nevertheless, however, in addition.
Echo a word or phrase from a previous paragraph or sentence.

All of the above.
You should review a document at least three times; which of the following is not
one of the purposes of the review?
One pass for style and readability
One pass to choose the channel and medium
One pass for mechanics and format
One pass for content and organization
All of the following are questions to consider during the first pass
through a draft except
Have you covered all your points in the most logical order?
What score does the Fog Index give it?
Are the most important ideas developed adequately?
Is there a good balance between the general and the specific?
All of the following are questions to consider during the first pass
through a draft except
Do you need to add anything?
Have you provided enough support and double-checked the facts?
Would the message be more convincing if it were arranged in a different

sequence?
Is it concise?
In longer messages, the first few paragraphs should establish the

following except
recommendations.
purpose.
organization of the material.
subject.
Which of the following variables is considered by computer-calculated

readability formulas?
Organization of ideas
Sentence structure
Number of syllables
Appearance of the message on the page

Which of the following is an example of something that you could do to
make your business writing more effective?
Replace the word “fundamentals” with the phrase “basic fundamentals” for
greater emphasis.
Replace the word “repeat” with the phrase “repeat again” for greater emphasis
Replace the phrase “prior to the start of” with the word “before”.
Replace the phrase “modern equipment” with “modern up-to-date equipment”

for greater emphasis.
Which of the following is not a technique for revising for conciseness?
Delete unnecessary words and phrases.
Use the "you" attitude.
Shorten long words and phrases.
Eliminate redundancies.
Which of the following is not a technique for revising for clarity?
Rewrite hedging sentences.

Impose parallelism.
All are techniques for revising for clarity.
Divide overly long sentences.
Which of the following is not a technique for revising for clarity?
Moderate your enthusiasm.
Correct dangling modifiers.
Reword long noun sequences.
Use the "you" attitude.
When critiquing a document, you should concentrate on these elements

except
Does the document accomplish the intended purpose?
Does the document use unambiguous language?
Is it long enough?
Is the factual material correct?

Business writers use what type of design elements to provide visual
clues to the importance of various ideas and their relationships?
Correctness and effectiveness
Comparison or contrast, illustration, cause and effect, problem-solution, and

classification.
White space and headings
Content and organization
Which of the following types of margin and line justification are easiest
to read?
Justified (flush on the left and flush on the right)
Flush left with a ragged right margin
Centered
Flush right with a ragged left margin
Which of the following is not a characteristic of a business document

that has used design elements effectively?
Tone
Balance
Consistency
Restraint
Most grammar checkers can perform the following tasks except
constructing correct sentences.
pointing out long sentences.
pointing out words that tend to be misused.
pointing out passive voice.
Which of the following is correct?
Acording to
Sincerely
50 precent
definately
Which of the following steps is not part of the planning process for routine
messages?
Adapt your message to your readers.
Investigate to learn exactly what your audience needs to know.
Analyze your purpose.
Open with a "hook" to capture the reader's interest.
When organizing direct requests, you should not
explain the details of your request in the middle part of the message.
begin your request with a personal introduction.
place your main idea (request) in the opening.
state the action you are requesting in the closing section.
All of the following are features of the direct approach for routine
messages except
open with a "hook" to capture the reader's interest.
use the middle to explain details and justify the request.
close by requesting a specific action and concluding cordially.

place your main idea (the request) in the opening.
The following guidelines apply to the middle section of routine requests

except
ask only relevant questions.
request a specific action.
deal with only one topic per question.
ask the most important questions first.
Which of the following elements does not belong in the close of a

routine request?
A specific request
Information about how you can be reached
An expression of appreciation or goodwill
An explanation of the importance of the request

When writing your first letter to a company to ask for a claim or
adjustment, you should do all of the following except
open with a personal introduction because the company does not know you.
state the problem clearly and provide relevant details.
provide backup information.
request a specific action.
When you are dissatisfied with a company's product or service, which

of the following is the best option?
Phone call
Visit
Written claim letter
All of the above
The following might be appropriate in a request for adjustment except
All the above might be appropriate.
tell your reader exactly what will return the company to your good graces.
ask the reader to resolve the problem.

supply your contact information and the best time to call you.
In asking for a recommendation from someone with whom you have

not had contact for some time, include the following information except
All of the above should be included.
any special events that might bring a clear, favourable picture to mind.
the nature of the relationship.
the dates of the association.
The following are true of routine replies except
introduce yourself in the opening.
close cordially.
place your main idea in the opening.
use the middle to explain all the relevant details.

Which of the following categories of messages should not be written in
the direct approach?
Granting requests for claims and adjustments
Sending goodwill messages
Granting requests for information and action
Refusing a claim for adjustment
When granting a claim for adjustment when a third party is at fault,

which of the following is not a good option to consider?
Simply honour the claim.
Honour the claim, but explain that you are not at fault.
Refer the claimant to the third party.
Honour the claim and emphasize the explanation that it was not your company's
negligence that caused the problem.
When writing a note of congratulations, do all of the following except
be prompt when sending out the message.
make the reader the focus of all comments.
if possible, include a clipping or photo commemorating the special event.

take the opportunity to mention how your products and services could benefit
the reader.
The following are guidelines for writing a successful news release

except
put your most important idea first.
eliminate clutter such as redundancy and extraneous facts.
include no marketing or sales material.
use colourful adjectives and adverbs.
All of the following are suggestions for writing condolence messages

except
write about special qualities of the deceased.
write in your own words.
keep reminiscences brief.
quote poetic passages and other formal phrases suitable for the occasion.
When planning bad-news messages, you should consider the following questions
except
Do your readers prefer to receive the negative news up front, without delay?
Would they accept the news more readily if you explained your reasons first?
Should it be sent in writing?
All the above questions should be considered when planning bad-news

messages.
The following are examples of bad-news messages except
refusing to grant a claim.
encountering problems filling an order.
giving an employee a negative performance review.
granting an adjustment to a client’s account, where the client was at fault.
The following are goals of a bad-news message except
to increase sales.
to gain acceptance for the bad news.
to reduce or eliminate the need for future correspondence on the matter.
to maintain as much goodwill as possible with your audience.

The tone of a bad-news message helps readers in the following ways
except
preserve their pride.
understand that, under the circumstances, your decision was fair and
reasonable.
accept that your bad news represents a firm decision.
encourage further correspondence.
Which of the following sentences should not be used in a bad-news

message?
Please recheck the enclosed statement.
The merchandise was broken during shipping.
Your letter reached me yesterday.
We're sorry for your inconvenience.
When deciding whether to use the direct or indirect approach, consider

the following questions except
How important is the message?
What is the reader's likely reaction to the news?

How serious is the situation?
How well do you know the readers?
Taking the direct approach in a bad-news message provides the

following advantages except
it presents an image of firmness.
it avoids turning the issue over to an attorney.
the audience needs less time to reach the main idea, which is the bad news.
it makes a shorter message possible.
When using the indirect approach to delivering bad-news, the reasons behind the
situation should be given after the bad news itself.
You can ease disappointment in a bad-news message by using positive words

rather than negative, counterproductive words.
When you use language that conveys respect and avoids an accusing tone, you
protect your audience’s pride.
When delivering bad-news messages, it is critical to be sensitive to the feelings

and state of mind of your audience.
The following are things to do when writing a buffer except
avoid wordy and irrelevant phrases and sentences.
apologize for the inconvenience.
avoid saying no.
avoid a lengthy buffer.
When giving reasons for saying no, use the following techniques except
cite company policy to cushion the bad news.
convince readers that your reasons are logical.
avoid apologizing.
highlight how your negative decision benefits your reader.
The following are techniques for stating bad news except
state what the company cannot do.
minimize the space devoted to the bad news.
embed bad news in the middle of a paragraph.

subordinate bad news in a compound or complex sentence.
Which of the following phrases should not be used in the close of a

bad-news message?
Avoid all these phrases.
"If you have further questions, please write."
"We hope you will continue to do business with us."
"I trust our decision is satisfactory."
Which of the following is not a situation requiring bad news messages

about company operations?
Controversial or unpopular company operations
A change in company policy that will have a negative effect on the reader
Problems with company performance
All these situations require a bad-news message.

Which of the following is not a main purpose of employee performance
reviews?
determine whether or not an employee is entitled to a Christmas bonus.
emphasizing and clarifying job requirements.
helping employees to create a plan of action.
giving employees feedback on their efforts in meeting job requirements.
When giving a negative performance review follow these guidelines

except
focus on the problem.
deliver the message in private.
plan your message.
use the indirect approach to avoid an emotional response.
Your credibility takes on extra importance in persuasive messages.
Persuasive messages are generally longer than routine messages.
Persuasive messages influence audiences who are inclined to resist.
All the above are true.

Which of the following statements about persuasive messages is not
true?
An external persuasive message is one of the most difficult tasks you can
undertake.
Written media are always best for persuasive messages.
Competing requests are plentiful.
All the above are true.
Which of the following is not a characteristic of psychographics?
Occupation
Lifestyle
Attitudes
Personality
In France, using an aggressive hard-sell technique would probably antagonize

your audience.
In Sweden, audiences tend to focus on theoretical questions and strategic

implications.
In Germany, verify any figures you use, and make sure they are exact.
In the United States, audiences are usually concerned with ethical matters.
The following are ways to establish credibility except
be an expert.
declare your trustworthiness.
establish common ground.
support your message with facts.
Effective persuasion involves the following strategies except
balancing emotional and logical appeals.
repeating the main idea.
framing your arguments.
dealing with resistance.

All of the following are logical fallacies except
attacking your opponent.
hasty generalization.
ethical dilemmas.
begging the question.
The four phases of the AIDA plan are
attention, initiative, desire, and action.
action, interest, desire, and attention.
attention, interest, desire, and action.
action, initiative, desire, and action.
Which of these sentences is the least likely to establish an image of

confidence in your audience?
"It seems to me that."

"Let's get immediate approval on this."
"I believe . . .."
"With our support, this plan will work."
The AIDA plan consists of four phases; the action phase includes
an attention-getting statement.
an explanation of how your message relates to the audience.
evidence to support your claim.
specific steps that the audience may take.
The following are common mistakes to avoid in making persuasive

arguments except
resisting compromise.
using an upfront hard sell.
relying solely on good arguments.
mixing logical and emotional appeals.

The following are key ingredients of a good persuasive claim except
relating your complaint to similar products by the company.
focusing on the audience benefits of granting the claim.
completely and specifically reviewing the facts.
using a confident and positive tone.
Sales and fundraising messages are alike in the following ways except
both compete for business and public attention, time, and dollars.
both attempt to persuade readers to spend their time or money on the value
being offered.
both generally use the AIDA sequence to deliver the message.
both are sent by nonprofit organizations persuading others to donate money or

time to help others.
Do all of the following when you are writing sales letters except
support your claims with evidence.

gain the reader's attention.
emphasize central selling points and benefits.
All the above should be used.
The following are common mistakes in fundraising letters except
letting your letter sound like a business communication of any kind.
writing about the reader.
assuming that the goals of your organization are more important than your
readers' concerns.
wasting time on warm-up.
The following are types of informational reports except
complying with government regulations.
monitoring and controlling operations.
implementing policies and procedures.
supporting a recommendation.
A well-written summary has the following characteristics except
it must be comprehensive and balanced.
the content must be accurate.
it supports a recommendation.
the report structure must be clear.
The following are examples of analytical reports except
those for justifying a project or course of action.
obtaining new business of funding.
those for solving problems.
All the above are examples of analytical reports.
Justification reports are used to persuade top management to approve a product

or course of action.
Trouble-shooting reports are one type of problem-solving report.

Proposals are not legally binding.
A proposal is a special type of analytical report used to get products, plans, or

projects accepted by outside business or government clients.
The first step in planning a report is to
limit the scope of the study.
define the problem.
prepare a work plan.
outline the issues for investigation.
To limit the scope of a study, ask the following questions except
How did the situation originate?
What medium and channel should be used?
What needs to be determined?
Who is involved in the situation?

A formal work plan usually includes the following elements except
review of project assignments, schedules, and resource requirements.
statement of the problem.
discussion of tasks to be accomplished.
primary and secondary sources.
The following sources are found in libraries except
electronic database.
business books.
librarians.
All the above are found in libraries.
The following are guidelines for making a database search except
use Boolean operators.
use wildcards.
use stop words.

use proximity operators.
The following are primary sources of information except
surveying people.
reading books and articles.
conducting interviews.
making observations.
The following guidelines will help you write survey questions that yield
reliable, valid results except
use leading questions.
ask only one thing at a time.
keep the questionnaire short and easy to answer.
formulate questions that are easy to tabulate.

To evaluate the credibility of sources, ask the following questions
except
Is the source potentially biased?
Can it be found by several different search engines?
Is the material current?
Where did the source get its information?
The following are goals of paraphrasing except
keep it shorter than the original.
present the source in your own words.
do not alter or distort the meaning of the original text.
quote the original source accurately.
Which of the following definitions is not true?
The mode is the number that occurs more often than any other in your sample.
The median is the midpoint of the series of items.
The median is the sum of all the items in the group divided by the number of
items in the group
The mean is the sum of all the items in the group divided by the number of items
in the group.
The following are qualities of a sound conclusion except
must fulfill the original statement of purpose.
must be based on primary, not secondary sources.
must be based strictly on the information provided in the rest of the report.
must be logical.
The following are typical formats for reports except
e-mail.
memo.
letter.
preprinted form.
Which of the following statements about the direct approach is not

true?
The direct approach produces a more forceful report.
The direct approach is best for a skeptical audience.
The direct approach leads with a summary of your key findings, conclusions, and
recommendations.
The direct approach saves time and makes the rest of the report easy to follow.
The following are advantages of the indirect approach except
implies that you are subordinating your judgment to that of the audience.
defers conclusions and recommendations.
gives you a chance to prove your points and gradually overcome your audience's
reservations.
saves time by making the report easy to follow.
The following are topics for arranging material in an informational

report except
chronology.
sequence.
indirect order.
geography.
The following are common structural approaches for analytical reports
except
focusing on logical argument.
focusing on categories.
focusing on recommendations.
focusing on conclusions.
Which one of the following statements about the direct approach is not
true?
Readers might wonder why you didn't present alternatives.
Your readers could criticize your report as superficial if you focus on

recommendations at the beginning.
If your readers have reservations about your credibility, strong statements at the
beginning may intensify their resistance.
It undermines your credibility.
The following are structural approaches for a logical argument except
the yardstick approach.

the scientific method.
the 2 + 2 = 4 approach.
the direct approach.
The following are advantages gained by preparing the visuals before

writing the text except
Because your text will explain and refer to any tables, charts, and graphs you
include, you save time by having them ready before you start to write.
By starting with the visual aids, you develop a graphic story line that can be used
for your written report.
Much of the fact finding and analytical work is already in tabular or graphic form,
so sorting through your visuals will help you decide what you're going to say.
All the above are advantages gained by preparing the visuals before writing the
text.
The following are uses of bar graphs except
show changes in one item over time.
indicate the composition of several items over time.
show how parts of a whole are distributed.
compare the size of several items at one time.

Which of the following statements about a formal report style is not
true?
When you write in a formal style, you use no jokes, no similes or metaphors, and
very few colourful adjectives or adverbs.
When you write in a formal style, you use "I" and "you."
When you write in a formal style, you impose a certain distance between you and
your readers.
When you write in a formal style, you remain businesslike, unemotional, and
objective.
The following are tools for giving readers a sense of the overall
structure of your document except
the opening.
previews and reviews.
headings and lists.
All the above are tools for giving readers a sense of the overall structure of your
document.
The opening of a formal report accomplishes the following except
previews the main ideas and the order in which they will be covered.
lists the recommendations.
introduces the subject of the report.
indicates why the subject is important.
The following are transitional words indicating a causal relationship

except
on the other hand.
therefore.
as a result.
consequently.
The following statements about previews are true except
Preview sections precede important material in a report.
Use a preview section to help readers get ready for new information.
Previews are helpful when the information is complex or unexpected.
Previews help readers absorb details while keeping track of the big picture.
The following statements about the ending of a report are true except
End by reminding readers of your key point or your conclusions or

recommendations.
If an analytical report is written in indirect order, end with conclusions and

recommendations as key points.
End by summarizing the benefits to the reader if the report suggests a change of
course.
End with the executive summary.
The following statements about formal reports are true except
What sets a formal report apart from others is its polish.
A formal report can be informational or analytical, direct or indirect.
A formal report is directed primarily to readers outside an organization.
A formal report's manuscript format and impersonal tone convey a sense of

professionalism.
The following are categories of components of a formal report except
prefatory parts.
channel and medium.
supplementary parts.
text of the report.
Which of these prefatory parts is least likely to be used?
Letter of authorization
Letter of transmittal.
Title page
Title fly
If you wish to acknowledge help given by others, place it in the
letter of transmittal.
title fly.
title page.
letter of authorization.
An example of an informative synopsis is "Sales of super-premium ice cream

make up 11 percent of the total ice cream market."
An example of an informative synopsis is "This report contains information about

super-premium ice cream and its share of the market."
A descriptive synopsis tells what the report is about, using only moderately
greater detail than the table of contents.
An informative synopsis presents the main points of the report in the order they
appear in the text.
An executive summary may contain headings, transitions, and even visual aids.
An executive summary can use the direct or indirect approach.
An executive summary is a fully developed "mini" version of the report.
An executive summary is a prose table of contents that outlines the main points
of a report.
Which of the following topics is usually not included in the

"Introduction" section of a formal report?
Problem/purpose
Sources and methods

Synopsis
Report organization
Which of the following statements about the body of a formal report is

not true?
The body contains the proof; the detailed information needed to support your
conclusions and recommendations.
In general, provide only enough detail in the body to support your conclusions
and recommendations.
Conclusions must never be placed in the body, but always in a separate section.
The body section follows the introduction.
Which of the following statements is not true of long formal reports?
In the "Summary" section, place the key findings of your report.
In the "Conclusions" section, place an analysis of what the findings mean.
In the "Recommendations" section, place your opinions about the course of

action that should be taken.
All the above statements are true.

Which of the following documentation styles should not be used in a
formal report?
American Psychological Association (APA)
A simple, consistent style adapted by the author of the report.
Modern Language Association (MLA)
Chicago Manual of Style
Which of the following statements about proposals is not true?
A copy of the RFP may be omitted and referred to in the letter of transmittal.
A formal proposal may have a copy of the RFP instead of a letter of

authorization.
Formal proposals contain many of the same components as formal reports.
The following statements about the synopsis of a proposal are true

except
a synopsis is not needed in an unsolicited proposal.
A synopsis may be unnecessary if your proposal is solicited.
a synopsis is necessary even in short proposals.

in some cases, a synopsis or executive summary can serve you well.
Which of these topics is not included in the introduction of a formal

proposal?
Background or statement of problem
Proposed approach
Scope
Report organization
Which of these sections does not belong in the body of a proposal?
Work plan
Statement of qualifications
Proposed approach
Overview of approach
Which of these questions does not need to be asked about visual aids?
Is the visual properly documented?
Is the visual accurate?
Does the visual show primary rather than secondary information?
Is the visual necessary?
Which is not one of the steps in the three-step oral presentation

process?
Write your speech or presentation.
Complete your speech or presentation.
Overcome anxiety.
Plan your speech or presentation.
Speeches and presentations can be classified according to their

purpose: to inform, to motivate, to persuade, or to entertain. Which is
the least common in the business world?
Informative
Entertaining
Persuasive
Motivational
The following tips will help you make oral presentations to intercultural
audiences except
repeat key words and phrases.
speak slowly and distinctly.
support your oral message with visual aids.
All the above are good tips for communicating with intercultural audiences.
Which of these statements is not true?
The average speaker can deliver about one paragraph per minute.
The average speaker can deliver in an hour the equivalent of 20-25 double-
spaced pages.
The average speaker can deliver about 125-150 words a minute.
When choosing an appropriate style for a speech, which of the

following is not a factor to consider?
The time available for preparation

Your audience's size
Your subject and purpose
Overcoming anxiety
The following statements about an oral communication channel are

true except
An opportunity of an oral communication channel is your ability to use nonverbal

cues to reinforce your message.
The major opportunity of an oral communication channel lies in the interaction

that is possible between you and your audience.
The more you interact with your audience, the more control you will have.
The following should be accomplished by the presentation’s opening

except
arousing your audience's interest in your topic.
establishing your credibility.
preparing your audience for what will follow.
All the above should be accomplished by the introduction.

To preview your speech, do the following except
summarize the main idea.
identify the supporting points.
indicate the order in which you will develop these points.
establish credibility.
The following are examples of transitions that connect ideas except
"therefore"
"for example"
"Now I'd like to hear from the audience."
"Now that we've reviewed the problem, let's take a look at some solutions."
To hold the attention of your audience during a speech or presentation,

you must do all of the following except
define your purpose.

explain the relationship between your subject and familiar ideas.
use clear, vivid language.
relate your subject to your audience's needs.
When closing a speech or presentation, you should do all of the

following except
end on a positive note.
restate the main points.
describe the next steps.
emphasize structure.
Which of the following statements about handling questions is not

true?
Focus your attention on the individual asking the question.
One way to defuse hostility in a questioner is to paraphrase the question and ask
to ensure that you’ve understood it correctly.
You can maintain control by suggesting a time limit for questions before the
question-and-answer period begins.

The following statements about visual aids are true except
Visuals are a convenience for the speaker because they are an effective tool for
remembering the details of a message.
Audiences remember 20 percent of the speaker's message when the information

is supported with visual aids.
Speakers who use visual aids often appear better prepared and more
professional than speakers who do not use visual aids.
Visual aids dramatically increase the audience's ability to absorb and remember
information.
Generally, the best way to deliver a speech is by
reading it.
memorizing it.
speaking from notes.
impromptu speaking.
Which of the following statements about the question-and-answer

period is not true?
The question-and-answer period gives you a chance to emphasize points you

made earlier.
When someone poses a question, keep your attention on the general audience,
not on that individual.
Try to maintain some control of the question-and-answer period by establishing

some ground rules up front.
Defuse a hostile question by paraphrasing the question and asking the

questioner to confirm that you've understood it correctly.
Which of the following is a fact about résumés?
The more information you present about yourself the better.
The purpose of a résumé is to list all your skills and abilities.
Your résumé will be read carefully by an interested employer.
Your résumé probably has less than 45 seconds to make an impression.
To discover what will bring you satisfaction on the job, ask yourself the
following questions except
What size company would you prefer?
What are the sources of employment information?
What sort of corporate culture are you most comfortable with?
What would you like to do everyday?

Which of the following is a recommended activity in your search for
employment?
Stay abreast of business and financial news.
Network with people in your field.
Research specific companies.
All of the above are recommended activities in your search for employment.
The following are tips for the application letter except
Meticulously check your spelling, writing, and grammar.
Be as clear as possible about the kind of opportunity and industry you’re looking
for.
Write to a specific person using his/her name, title, and department.
All the above are tips for the application letter.
The following are ways to use the Web to search for jobs except
researching companies.
searching for job vacancies.
using a central, unified marketplace.

network.
Which of the following is not a key component of a résumé?
Name and address.
Employment history.
Names of previous supervisors
Academic credentials.
A successful résumé conveys seven qualities that employers seek;

which of the following is not one of them?
Being paid a salary commensurate with your abilities and responsibilities
Thinking in terms of results
Knowing how to get things done
Being well-rounded
A successful résumé conveys seven qualities that employers seek;
which of the following is not one of them?
Showing signs of career progress
Being flexible and willing to try new things
Having personal standards of excellence
All the above are qualities that employers seek.
Which of the following statements about résumés is not true?
The chronological approach emphasizes a list of skills and accomplishments.
The chronological approach is the most common way to organize a résumé.
In a chronological résumé, the "Work Experience" section dominates and is

placed in the most prominent slot.
One of the advantages to a functional résumé is that employers can see what
you can do for them.
Which of the following is an example of an effective statement on a

résumé?
"Handled all customer complaints and resolved all product order discrepancies"
"Won a trip to Europe for opening the most new customer accounts in my
department"
"Responsible for developing a new filing system"

"Member of special campus task force to resolve student problems with cafeteria
assignments."
The following statements about describing your work are true except
Do not include any part-time, summer, or intern positions.
State your functional title before each job.
List your jobs in chronological order, with the current one listed first.
Call attention to your progression from jobs of lesser to greater responsibility.
The following are common mistakes in résumés except
amateurish.
too slick.
too much white space and such devices as indentations and boldface.
too long.
The following statements are true of application letters except
They let readers know how they can benefit from reading it.
Send your application letter and résumé together.
Both solicited and unsolicited application letters need attention-getting openers.
Avoid phrases such as "To whom it may concern."
The following statements are true of application letters except
The final paragraph asks the reader for a specific action.
The middle section presents details about your strongest selling points.
The opening paragraph should state the position you are applying for.
Which of the following statements is not true of follow-up letters?
A follow-up letter can demonstrate that you're sincerely interested in working for
the organization.
If your application letter and résumé fail to bring a response within a month,
follow up with a second letter to keep your file alive.
Even if you receive a letter acknowledging your application, send a follow-up

letter three months later to show you are still interested.
The following is good advice about the preliminary screening interview except
talking too much can be a big mistake.
keep responses short and to the point.
call attention to one key aspect of your background that is relevant to the job
in question.
All the above are good advice about the preliminary screening interview.
During what stage does the interviewer control the interview by asking
a series of questions in a set order?
An open-ended interview
Pre-employment testing
A structured interview
Handwriting analysis
The following statements are true of the structured interview except
A structured interview is generally used after the screening stage.

In a structured interview the employer asks a series of prepared questions in a
set order.
Working from a checklist of questions, the interviewer asks candidates each

prepared question.
The structured interview is generally regarded as a poor measure of an

applicant's personal qualities.
The following statements are true of the open-ended interview except
In an open-ended interview a candidate should reveal a great deal about

personal or family problems.
The open-ended interview is good for bringing out an applicant's personality and
is used to test professional judgment.
The interviewer poses broad questions and encourages the applicant to talk
freely.
All the above statements are true of the open-ended interview.
Which of the following types of interviews is not likely to be held on

campus by a recruiter?
Video interview
Screening interview
Selection interview
All of the above are likely not to be held on campus by the recruiter.
In a stress interview you might encounter the following except
hostile reactions from interviewer.
criticisms of your appearance.
pointed questions designed to unsettle you.
All the above might occur in a stress interview.
The following tips will help you prepare for a video interview except
arrive early enough to get used to the equipment and setting.
look up, but not down.
try to show some animation, but not too much (since it will look blurry to the
interviewer).
during the interview speak more slowly than normally.
When employers consider a candidate for a job, they consider the

following except
how well the candidate's skills match the job requirements.

how a candidate will fit in with the organization.
pre-employment testing to determine whether a candidate has the necessary

psychological characteristics.
All the above are considered by employers.
Which of the following questions should you not ask the interviewer
during a job interview?
Does the organization have any plans for new products or new acquisitions?
What are the major responsibilities of the job?
Why has the company been under so much media scrutiny lately?
How would you define your organization’s managerial philosophy?
The following tips will help you prepare for a job interview except
Tape-record your answers and then listen to see if they sound clear and
convincing.
Memorize your responses to anticipated questions.
Have a friend conduct a mock interview using anticipated questions.
Anticipate questions and prepare answers in advance.

Which of the following tips for conducting a mock interview is bad
advice?
Practise sitting in an attentive position, rarely using hand gestures.
Have a friend critique your performance.
Videotape the mock interview and evaluate it.
Work with a tape recorder to overcome voice problems.
An interview proceeds through three stages; which is not one of them?
The question-and-answer session
The warm-up
The decision
The close
Which topics should not be introduced by an interviewer?
Your religious affiliation

Pregnancy, any health conditions, or disabilities not related to job performance
Children or child-care arrangements
All the above are topics that should not be asked in an interview.
The following statements are true about discussing salary except
Most organizations are fairly flexible about salary practices, especially at the
entry level.
Let the interviewer raise the subject.
If asked about salary requirements, say that you would expect to receive the
standard salary for the job in question.
You're in a strong position if your skills are in short supply and you have several
offers.
Which of the following statements about follow-up messages is not

true?
A letter of acceptance should be sent within one day of receiving an offer.
A request for a time extension may be sent if you receive a job offer while other
interviews are still pending.
A letter of inquiry can be sent within two weeks of the interview if you are not
advised of the interviewer's decision.
A thank-you message should be sent within two days after the interview.
Multiple Choice Questions (MCQ) with Answers on Business Communication

1-The following is (are) non-verbal communication
a. Facial expression
b. Appearance
c. Posture
d. All of the above
(Ans: d)
2-The handshake that conveys confidence is

a. Limp
b. Firm
c. Loose
d. Double
(Ans: b)
3-Communication is the task of imparting ________

a. Training
b. Information
c. Knowledge
d. Message
(Ans: b)
4-The whole concept of achieving success begins with how you ______
a. Behave
b. Think
c. Work
d. All of the above
(Ans: d)
5-Match the following

A. Pressures 1. Visualize future
B. Keen foresight 2. Limited vision
C. Vision 3. Positive growth
D. Positive changes 4. Power of imagination

The correct answer is
a. A-2, B-4, C-1, D-3
b. A-4, B-2, C-1, D-3
c. A-2, B-4, C-3, D-1
d. A-2, B-1, C-4, D-3
(Ans: a)
6-The trump card during _______ should be brought out at the crucial moment.
a. Interview
b. Negotiation
c. Training
d. Purchasing
(Ans: b)
7-The following is the permanent records for business

a. Business letters
b. Ledgers
c. Production reports
d. All of the above
(Ans: a)
8-Body of a letter is divided into ________ parts.

a. 1
b. 2
c. 3
d. 4
(Ans: c)
9-As per Newman and Summer Communication is the Exchange of

a. Facts
b. Opinion
c. Emotions
d. All of the above
(Ans: d)
10- The ________ body of the presentation should be broken into short and clear
units
a. Main
b. Middle
c. Upper
d. Lower
(Ans: a)
11-________ of the letter consists of main message.

a. Heading
b. Body
c. Greeting
d. Closing
(Ans: b)
12-A common fallacy about manager is that he must be

a. Loud
b. Flamboyant
c. Drinker
d. All of the above
(Ans: d)
13-The following is (are) the most effective ways of communication.

a. Verbal
b. Non verbal
c. Written
d. All of the above
(Ans: c)
14-The _____ of business letter is called layout.

a. Body
b. Content
c. Pattern
d. All of the above
(Ans: c)
15- Goals help us to ________

a. Communicate
b. Success
c. Work
d. Motivate
(Ans: a)

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The second edition of Business

Communication: Concepts, Cases, and

This edition has an interactive learning

This companion Web site includes the

 PowerPoint Slides and an

 Multiple-choice questions that

Chapter 1: The Nature and Process of Communication

Chapter 2: Organizational Communication

Chapter 3: Intercultural Communication Skills

Chapter 4: Oral Communication

Chapter 5: Conversation Skills

Chapter 7: Non-verbal Communication

Chapter 8: Written Business Communication

Chapter 9: Business Letters, Memos, and E-mails

Chapter 11: Presentation Skills

Chapter 12: Negotiation Skills

Chapter 13: Business Etiquette

Chapter 14: CVs, Personal Interviews, and Group Discussions

Chapter 15: Writing a Summer Project Report

Chapter 16: Written Analysis of Cases

The word communication is derived from communis (Latin) which

Meta-communication relates to the speaker’s:

unintentional choice of both words and dress

intentional choice of dress

Generally speaking, in business we communicate:

to both persuade and inform

Effective communication is essentially a:

both a one-way and a two-way process

Filters that affect the content of a message are in:

the medium of communication

the mind of the speaker

the minds of both the speaker and the listener

Speakers usually experience difficulty in ensuring that the message is:

acted upon promptly and as desired

conveyed precisely, understood correctly, and acted upon promptly and as

As a process of sharing thoughts and ideas, communication suffers

both physical and non-physical barriers

____ is not one of the 7 C’s of communication:

Human communication is essentially:

Forecasting determines organizational:

objectives and policies

To create a cooperative, understanding, and pleasant work

In an organization, the functional areas are:

marketing, communications, and finance

finance, production, and communications

communications, production, and marketing

In business, a manager spends most of his or her time in:

Managers need effective communication skills to perform the following

There are ____ levels in Maslow’s pyramid of needs.

In organizations, the flow of communication sometimes slows down

Grapevine, as an information system, is:

A limitation of informal communication is that it is:

Managing as a process does not organize:

Forecasting determines organizational:

objectives and policies

To create a cooperative, understanding, and pleasant work

In an organization, the functional areas are:

communications, production, and marketing

finance, production, and communications

marketing, communications, and finance

In business, a manager spends most of his or her time in:

Managers need effective communication skills to perform the following