Essentials of Business Communication 8e Mary Ellen Guffey instructor manual and test bank
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Chapter 2—Test Bank
Planning
Business Messages
DIFFICULTY
(DIF) TYPE OTHER CODES
5 = Most difficult Ap: Application question ANS : Answer
3 = Average difficulty Con: Conceptual question REF :
Page Reference
1 = Least difficult Def: Definition OBJ:
Chapter Objective
NOT:
Note (feedback/explanations)
Multiple Choice
1. When you prepare a business message or oral
presentation, you should be certain that your writing is economical, persuasive,
audience-oriented, and
a. purposeful.
b. creative.
c. lengthy.
d. formal.
TOP: The Basics of Business Writing
NOT: Business writers must strive to produce
messages and oral presentations that are economical, persuasive,
audience-oriented, and purposeful. The formality and creativity of the writing
will vary based on the audience and the purpose of the message.
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
2. When preparing a business message, you should
make your writing audience-oriented. Audience-oriented
means you should
a. write
to solve a problem or convey information.
b. attempt
to get your audience to believe and accept your message.
c. present
ideas clearly but concisely.
d. concentrate
on looking at the problem from the receiver’s perspective.
TOP: The Basics of Business Writing
NOT: Business messages are audience-oriented
when the writer concentrates on the reader’s perspective. Of course, the other
skills listed are also important qualities of your business writing, but they
do not represent audience orientation.
AAC : Tier 1—Communication; Tier 2--Audience
3. Business writing should be purposeful. In
this context, purposeful can best be
defined as
a. presenting
ideas clearly and concisely.
b. concentrating
on the receiver’s perspective instead of your own.
c. solving
problems and conveying information.
d. getting
your audience to believe and accept your message.
TOP: The Basics of Business Writing
NOT: Business writing should be clear, concise,
and written from the receiver’s perspective. However, “purposeful” identifies
the reason for the writing, which is to solve a problem or convey information.
AAC : Tier 1—Communication; Tier 2—Purpose
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
4. Business writing should be economical. In
this context, economical can best be
defined as
a. presenting
ideas clearly and concisely.
b. concentrating
on the receiver’s perspective instead of your own.
c. solving
problems and conveying information.
d. getting
your audience to believe and accept your message.
TOP: The Basics of Business Writing
NOT: Business
writing should solve a problem, use the appropriate channel, and be written
from the receiver’s perspective. However, “economical” identifies the qualities
of conciseness and clarity.
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Business writing should be persuasive. In
this context, persuasive can best be
defined as
a. presenting
ideas clearly and concisely.
b. concentrating
on the receiver’s perspective instead of your own.
c. solving
problems and conveying information.
d. getting
your audience to believe and accept your message.
TOP: The Basics of Business Writing
NOT: Business
writing should present ideas clearly and concisely, be written from the
receiver’s perspective, solve a problem, and convey information. However,
“persuasive” means that the writer tries to get the audience to believe and
accept the message.
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The first phase of the writing process
involves analyzing the audience and your purpose for writing, anticipating how
your audience will react to your message, and
a. investigating
background information.
b. composing
your message.
c. adapting
your message to the audience.
d. looking
for previous company documents on the topic.
TOP: Prewriting
NOT: Many beginning business writers forget to
complete the first phase of the writing process, which involves analyzing the
audience and purpose, anticipating how the audience will react, and adapting
the message to the audience. By analyzing the audience and purpose first, you
can focus your research and better compose your message.
AAC : Tier 1—Communication; Tier 2—Purpose, Audience
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
7. During the second phase of the writing
process, you conduct research,
a. clarify
the audience demographics, and edit word choices.
b. anticipate
audience reaction, and adapt the message.
c. organize
ideas, and compose the message.
d. evaluate
message effectiveness, and revise as needed.
TOP: Writing
NOT: During the writing stage, you will
research and organize your message; then you compose the message. Developing
knowledge of the audience occurs in the first stage (prewriting), and
evaluating and editing occur in the final stage (revising).
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
8. In the final phase of the writing process,
check the message for clarity and readability, proofread for errors, and
a. evaluate
for effectiveness.
b. assess
the cost in the selected delivery channel.
c. solve
the problem.
d. forward
the document to the publishing department.
TOP: Revising
NOT: The last step of the writing process is
evaluation, which is part of the revising stage.
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Experts say that writers should spend the most
time in the _____ stage of the writing process.
a. prewriting
b. writing
c. revising
d. transmission
TOP: Scheduling the Writing Process
NOT: Beginning writers often neglect the last phase
of revising their documents for clarity, conciseness, tone, and readability.
However, the best business messages require extensive work in the revising phase
to be certain the document best meets the audience’s needs and the purpose of
the message. Experts recommend that approximately 50 percent of a writer’s time
should be spent in this final phase.
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
10. The primary purpose of business writing is
typically to inform or persuade; a common secondary purpose is to
a. promote
goodwill.
b. comply
with governmental regulations.
c. create
written documentation.
d. avoid
lawsuits.
TOP: Identifying Your Purpose
NOT: In addition to informing and persuading, an
effective business message will promote goodwill, which means that you and your
organization will look good in the eyes of your audience. Maintaining the
goodwill of customers and employees is essential to business growth and your
career advancement.
AAC : Tier 1—Communication; Tier 2—Purpose
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
11. Before Melissa
organizes and composes her message, she should ask two questions: (1) Why am I
sending this message? and (2)
a. Why
did my boss give this task to me?
b. What
do I hope to achieve with this message?
c. How
can I get this message written as quickly as possible?
d. Do I
have enough time and financial resources to complete the work?
TOP: Identifying Your Purpose
NOT: All workers may question their boss’s
decision, their time, and their resources. Nevertheless, to determine the best
organization and presentation, they must focus upon the reason for sending the
message and this question: “What do I hope to achieve with this message?”
AAC : Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
12. Travis
must determine the channel for an important business message. In this context, channel refers to the
a. individuals
who will receive the message.
b. degree
of formality required.
c. medium
through which the message is sent.
d. tone
and approach needed to accomplish his purpose.
TOP: Selecting the Best Channel
NOT: The channel refers to the medium through
which Travis will send his message.
AAC : Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
13. You are selecting a channel for sending your
message. Which of the following is not
a factor to consider when making this decision?
a. The
amount and speed of feedback and interactivity required
b. Cost of the channel
c. The confidentiality and sensitivity of the
message
d. The primary channel used by your competitors
TOP: Selecting the Best Channel
NOT: Consider the following factors when
selecting a communication channel: importance of the message, amount and speed
of feedback and interactivity required, necessity of a permanent record, cost
of the channel, degree of formality required, confidentiality and sensitivity
of the message.
AAC : Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC : Tier 1—Reflective Thinking;
Tier 2—Analysis, Conclusion
14. Which of the following communication channels
would be considered the richest medium?
a. Written
proposal
b. E-mail
message
c. Face-to-face
conversation
d. Discussion
board posting
TOP: Selecting the Best Channel
NOT: Media richness describes the extent to
which a channel or medium recreates or represents all the information available
in the original message. A richer medium, such as face-to-face conversation,
permits more interactivity and feedback. A leaner medium, such as a proposal,
e-mail message, or discussion board posting, presents a flat, one-dimensional
message.
AAC : Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC : Tier 1—Technology; Tier
2—Communication evolution
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
15. Human Resources Manager Claire
Siu must inform Anthony that company
job changes require him to seek retraining or lose his position. The best
channel for Ms. Siu
a. an
e-mail message.
b. face-to-face
communication.
c. voice
mail.
d. an
instant message.
TOP: Selecting the Best Channel
NOT: The best
channel for the delivery of bad news, such as the potential loss of employment,
is face-to-face communication. Good news, such as bonus pay for performance,
could be delivered through e-mail, voice mail, or instant messaging. Careful
writers consider the type of message in selecting the channel.
AAC : Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC : Tier 1—Technology; Tier 2—Communication
evolution
AAC : Tier 1—Reflective Thinking;
Tier 2—Analysis, Conclusion
16. Michael
usually holds team meetings on Tuesday mornings, but he needs to reschedule
next week’s meeting to Wednesday morning. To tell team members that the date of
the next meeting has been changed, Michael
should
a. send an
e-mail.
b. meet in
person with each team member to explain the change.
c. call a
team meeting to announce the change.
d. write a
short team report to explain the change.
TOP: Selecting the Best Channel
NOT: E-mail is a better choice for routine
announcements. Using individual meetings, a team meeting, or a short report to
announce the changed meeting time would be inefficient.
AAC : Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC : Tier 1—Technology; Tier
2—Communication evolution
AAC : Tier 1—Reflective Thinking;
Tier 2—Analysis, Conclusion
17. Lindsay
is writing a property description for a new real estate brochure. To make her
brochure more effective, Lindsay
should anticipate her audience. This means she
a. identifies
the property’s outstanding traits and describes them clearly.
b. concentrates
on the price and value of the property.
c. writes
using familiar words and a friendly, informal tone.
d. considers
what the readers are like and how the readers will react to the message.
TOP: Anticipating the Audience
NOT: When anticipating an audience, Lindsay should consider what the readers are like and
how they will react. This will assist her in writing a description of the
property and benefits that appeal to her audience.
AAC : Tier 1—Communication; Tier 2—Audience
AAC : Tier 1—Reflective Thinking;
Tier 2—Analysis, Conclusion
18. Profiling the audience for a business message
helps the writer
a. identify
the appropriate tone, language, and channel.
b. guarantee
that the audience will respond positively to the message.
c. select
slang and jargon the audience will recognize and appreciate.
d. create
a perfect first draft.
TOP: Profiling the Audience
NOT: Profiling the audience helps the writer
develop a document that has the appropriate tone and language for that
audience. It also helps the writer select a channel that will be most
effective. Unfortunately, profiling will not eliminate the need for revising
the document, nor will it guarantee that the audience will respond positively
to the message.
AAC : Tier 1—Communication; Tier 2—Audience
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
19. One technique that improves business writing
is the use of empathy. Empathy refers
to
a. using
inclusive language to eliminate bias.
b. putting
yourself in the receiver’s shoes to adapt the message to the receiver’s needs.
c. appealing
to the audience by using a sender focus.
d. formatting
documents to meet business standards.
TOP: Audience Benefits
NOT: Empathy involves shaping a message so that
it appeals to the receiver. Writers can do this by putting themselves in the
receiver’s shoes.
AAC : Tier 1—Communication; Tier 2—Analysis
AAC : Tier 1—Reflective Thinking;
Tier 2—Conclusion
20. Which of the following sentences best focuses
on the audience?
a. We are very pleased to have you as our
newest customer.
b. You can help us by sending us your payment
immediately.
c. Register now to lock in your preferred
travel dates.
d. All of
the above sentences are focused on the audience rather than the sender.
TOP: Audience Benefits
NOT: The sentence “Register now to lock in your
preferred travel dates” places focus on the audience. The other sentences place
more focus on the sender.
AAC : Tier 1—Communication; Tier 2—Audience
AAC : Tier 1—Reflective Thinking;
Tier 2—Analysis, Conclusion
21. Jorge
must inform Samantha that she is not
eligible to have an August vacation for which she recently applied. Which of
the following sentences best demonstrates the “you” view Jorge
should use in denying Samantha ’s
application?
a. I
have not approved your vacation for August because you applied too late.
b. We
didn’t receive your application early enough for the August vacation schedule.
c. Although
the August schedule is full, you may qualify for a vacation in September if you
apply now.
d. The
August vacation schedule was posted in May. You should have consulted it before
applying now.
TOP: “You” View
NOT: Each of the messages provides similar
information to Samantha , but only one
(“You may qualify for a vacation in September if you apply now although the
August schedule is full”) represents effective use of the “you” view. It shows
the benefits to the receiver (September vacation) without sounding accusatory.
AAC : Tier 1—Communication; Tier 2—Audience
AAC : Tier 1—Reflective Thinking;
Tier 2—Analysis, Conclusion
22. Create a conversational but professional tone
in letters, e-mail messages, instant messages, and memos by
a. choosing
a clear format and effective document layout.
b. smiling
and using good eye contact.
c. using
familiar words, occasional contractions, and pronouns such as I and you.
d. using
slang and IM abbreviations such as IMHO
and BTW.
TOP: Conversational but Professional
NOT: You will have a conversational tone when
you use familiar words, occasional contractions, and first- or second-person
pronouns. Professional messages do not include IM abbreviations, slang,
sentence fragments, and chitchat.
AAC : Tier 1—Reflective Thinking; Tier 2—Conclusion
23. Marketing Director Kiprova
a. Our customers
are ripping on our Paris Hilton ads, even though we know these ads rock.
b. Our
customers are badmouthing this awesome new marketing campaign; they are obviously
just out of it.
c. I
have received criticism of the new Paris Hilton
ads from our customers.
d. It
has come to my attention that our customers have denigrated our strategic
implementation of Paris Hilton ’s notoriety in our novel ad campaign.
TOP: Conversational but Professional
NOT: Using the words “ripping on,” “rock, “badmouthing,”
“awesome,” and “out of it” is unprofessional. Words such as “denigrate,”
“strategic implementation,” and “notoriety” are examples of inflated language
that may be unfamiliar. The word “criticism” better describes the customers’
reactions.
AAC : Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
24. As employees conduct more business using
instant messaging, they should send messages that are informal, conversational,
and
a. professional.
b. streamlined
(e.g., using abbreviations such as ur
c. casual,
including low-level language.
d. filled
with slang and jargon.
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