SSC

A communicator's status within an organization has the greatest influence in
A. Grapevine communication
B. Horizontal communication
C. Network communication
D. Vertical communication

d

A good way to gain confidence when speaking to a group is to
A. Keep the emphasis on the listeners and use the you-viewpoint.
B. Concentrate on yourself and how you sound
C. Picture the audience dressed in their underwear
D. Tell yourself that you can do it

a

A proposal written in response to an RFP issued by a government agency is best described as what type of proposal
A. Informal
B. Solicited
C. Internal
D. Federal

b

A receiver's concerns and needs are considered in which element of audience analysis?
A. Emotional Reaction
B. Interests
C. Attitudes
D. Knowledge

b

A sentence structured with the subject as the receiver of the action is written with
A. active voice
B. objective case
C. emphasis on the web
D. passive voice

d

A weak handshake communicates a negative message.
A. False
B. True

b

Amber Case is a sales representative for an office equipment company. Last week, Amber called on Billings Concrete and learned from the office manager, Bob Rydell, that the company was having problems with its aging photocopier. When Amber checked her e-mail Tuesday morning, she found an e-mail from Bob asking about the cost of a new copier with the same features as the company's current unit. In response, Amber prepared a letter in which she described the features, benefits, and costs of two models. This situation is an example of
A. formal request ;informal response
B. formal request ;formal response
C. informal request ;formal response
D. informal request ;informal response

c

An advantage of oral messages is that they can be transmitted quickly
A. False
B. True

b

Andrea Swank is responding to a complaint from a customer who claimed he received poor service at her store. Which of the following statements represents the best close for her message
A. We appreciate your business and hope you will visit us again soon
B. Use the enclosed coupon on our next visit to Swanks, where customer satisfaction is our goal.
C. We look forward to showing you that your experience was a unique incident
D. Again, let me apologize for not giving you the high-quality service you deserve

b

Buchan Molding manufactures plastic tubing used in various industries. Which of the following represents the best way for Buchan to gather customer satisfaction data about the service received during the lengthy, complicated transactions common in its business?
A. Conduct a telephone survey.
B. Send a letter of inquiry
C. Visit each customer personally
D. Send a comment card with the customer's order

a

Carl and Gayle have a weekly meeting to discuss staffing in the four restaurants they own. Bob always starts the meeting by telling Gayle a joke. Today, though, there was no joke--just a negative comment about the weather. Gayle's awareness of the change in Carl's behavior is called
A. Mirroring
B. Benchmarking
C. Recalling
D. Empathizing

b

Cultural barriers that may prohibit effective multicultural communication include
A. Discrimination and harassment, language, cultural relativism, and ethnocentrism
B. Quid pro pro, high-context culture, and the acceptance of the needs of others.
C. Stereotypes, hostile environment, and a common business language
D. Cultural relativism, ethnocentrism, and a knowledge of your own culture.

a

Culture should be considered as part of which audience analysis element
A. Attitudes
B. Emotional Reaction
C. Interests
D. Knowledge

a

Effective listeners engage in all of the following except
A. Interrupting when they disagree
B. Making eye contact with the speaker.
C. Giving the speaker nonverbal cues.
D. Looking for opportunities to learn.

a

Emphasizing words by mechanical means
A. using strong words instead of weak words
B. ending the paragraph by repeating the main idea
C. special formatting such as boldface, italics, underlines, and color.
D. remembering to add "thank you" in the last paragraph of each other letter

c

Examples of communication challenges in a global environment are
A. All of the above
B. Differences in time
C. Words that have different meanings and connotations and different language patterns for part of speech
D. Not understanding cultural differences.

a

Examples of communication challenges in a global environment are
A. Words that have different meanings and connotations and different language patterns for parts of speed....
B. All of the above
C. Differences in time
D. Not understanding cultural differences

b

Five generally recognized core cultural dimensions are
A. Corporate, multicultural, language, ethnicity, and global
B. Ethnicity, race, gender, age, and physical challenge
C. Friends, colleagues, employers, employees, and family
D. English, German, Scandinavian, French, and Japanese.

b

From a writer's viewpoint, proposals are
A.Responsibilities
B. Requirements
C. Certainties
D. Opportunities

d

George Karim's current department store credit card statement includes a charge for merchandise he returned, so he is writing to ask that the charge be removed. To give his claim credibility, George should
A. enclose a copy of the receipt he was given when he returned the merchan dise
B. explain that he is disappointed in the company
C. ask for $25 for pain and suffering
D. say he will quit shopping at the store unless his account is corrected within two weeks

a

Hearing and listening are different terms for the same physical process.
A. False
B. True

a

Identify the one item that is not a method for improving your nonverbal communication (A)
A. Expect business professionals to share the same attitudes toward time
B. Pay close attention to your vocal characteristics
C. Maintain the eye contact your audience expects
D. Use touch only when appropriate

a

If a formal report contains a comprehensive letter of transmittal, the report will not contain a/an
A. Bibliography
B. Introduction
C. Table of contents
D. Executive summary

d

If a speaker must test a microphone before beginning a presentation, he or she should
A. blow into the microphone.
B. tap on the microphone.
C. ask. "Can you hear me?"
D. ask those who cannot hear him or her well to raise their hand.

d

If less than a full paragraph of letter text can be carried to a continuation page, the writer should:
A. choose a larger font and use wider margins
B. revise the message to fit on one page
C. select a smaller font
D. use narrower margins

b

If the opening buffer and logical explanation are effective, the receiver will
A. not expect the negative information
B. be unsure about the meaning of the negative information
C. respond favorably to the words you chose for the logical explanation .
D. not need another statement that conveys the negative information

c

In most business letters, the shortest paragraphs are.
A. The middle paragraphs
B. Both (the middle paragraphs) and (the paragraphs with the most detail about the topic)
C. The paragraphs with the most detail about the topic
D. The first and last paragraphs

d

In oral communication, what you say is more important than how you say it.
A. True
B. False

b

In selective listening, listeners
A. Tend to take control of the conversation
B. All of the above
C. Tune out until they hear something that gets their attention
D. Distort the message by tuning out anything that doesn't confirm their assumptions.

c

In the constructive follow-up section of a negative message, you should
A. tell the customer that it will never happen again
B. stay off the negative subject
C. provide other solutions to the problem
D. apologize for the error

c

In the friendly close of a negative message, it is best to
A. be warm and optimistic
B. say what can be done
C. provide convincing reasoning
D. maintain neutrality

a

Limited eye contact may signal
A. Playfulness
B. Control
C. Dishonesty
D. Intimidation

c

Once damaged, a relationship cannot be repaired.
A. True
B. False

b

One of the drawbacks of using e-mail is
A. Its lack of privacy
B. Its slow speed
C. All of the above
D. Its high cost

a

One of the most important purpose of a visual aid in a business report is to make the report colorful and attractive
A. False
B. True

a

Oral messages are considered unsuitable for complex messages because
A. Oral communication should be reserved for informal messages
B. Receivers have limited time to reflect on them.
C. It is easy for the receiver to become distracted
D. The sender could become confused while delivering the message

b

Party Palace has relocated and plans to hold an open house to showcase it's new facility. Which of the following openings best reflects appropriate use of the direct plan for the invitation to this event?
A. Part Palace is open in its new location, and we're celebrating!
B. Please join us as we celebrate the opening of Party Palace's new store!
C. Date: October 11
D. Time: 9 AM to 9 PM

b

Peter Wently encouraged his friend Silas to contact ABC Promotions to inquire about the cost of a specialty calendar to send clients at the end of the year. In the opening to his message, Silas should:
A. decribe the nature of his business
B. say he needs information about a specialty calendar
C. mention Peter as the person from he learned about ABC Promotions
D. explain why he wants to give his clients an end-of-year gift

b

Research problems may be phrased as statements or questions
A. False
B. True

b

Sara Garrett is requesting information about Hugh Rolle, a candidate for a sales position at Better Beverages. Sara will improve her chances of getting a thorough reply if she
A. praises the receiver's judgment
B. formats her questions as a vertical list
C. encloses a copy of her company's hiring policy
D. asks relevant questions and assures the reader responses will be kept confidential

d

Slides or transparencies work well with groups of different sizes. Which one of the following statements is NOT true about their use for presentations.
A. Font sizes should be 36 point for titles and 24 point for bulleted text
B. The beginning, the ending, and the most important point of the presentation should be used as content for presentation slides or transparencies
C. Type should be in uppercase letters to be easily read
D. As a general rule, keywords rather than complete sentences should be use on slide or transparencies

c

Strategies for effective global communication include
A. Communicating by telephone instead of e-mail or postal mail
B. Using a translator when speaking to a person whose English is a second...
C. Learning about other cultures and applying what you learn.
D. Avoiding use of any words in a language other than your own to avoid....

c

Strong verbs that express action and specific nouns that create a visual mind image are sometimes called
A. Strong or power words
B. Negative words
C. Redundant words
D. Obsolete words

a

Tasha Gibbs, a clerk at Memories and More, must notify Alec Preble that the crystal vase he ordered as a gift for his grandmother on her 70th birthday arrived with a crack in the base. Tasha has ordered a replacement vase, but it won't be delivered before Alec leaves for Grandma Preble's party. What method should Tasha use to convey her message?
A. E-mail
B. Telephone call
C. Memo
D. Letter

b

The best approach for writing a long, complex proposal is
A. A team of writers with a team of readers giving feedback
B. A team of writers with an individual writer providing coherence.
C. A team of writers
D. An individual writer with a team of readers giving feedback

b

The best organizational plan and best type of message for persuading someone to donate to a community project that feeds the homeless is a(n)
A. direct, oral message
B. indirect,written message
C. direct, written message
D. indirect, oral message

b

The best visual aid to illustrate step-by-step progression of a complex procedure is a (an)
A.Line Graph
B. Flowchart
C. Organization chart
D. Stacked-bar graph

b

The best way to convey friendliness is to
A. Tell a joke
B. Speak slowly
C. Use a tone of importance
D. Smile

d

The best way to implement the requirement that de-emphasis techniques be used in the negative information is to
A. give the negative information in explicit terms
B. avoid the negative points
C. address the negative information in the middle of a paragraph
D. star with points that are the most unfavorable to your receiver

c

The boxes into which variables are entered when using e-mail software are called
A. formats
B. message composition templates.
C. headings
D. options

b

The casual or informal way in which English is used is known as
A. Conversation
B. Slang
C. Colloquial language
D. denotation

c

The claim letter differs from other positive and neutral messages using the direct plan because it may
A. place blame on the receiver
B. contain negative information
C. stress writer benefits
D. include a sales appeal

b

The direct approach is best when (D)
A. Your message is highly emotion
B. Your audience is likely to react negatively to your message
C. You do not know your audience well
D. Your audience is likely to be receptive to your message

d

The essential elements in a solicited external proposal are
A. specified in the RFP
B. Identified by the proposal writer
C. Contained in the response to a letter of inquiry
D. Held confidential

a

The goal of outlining your content is to ensure that you
A. Include at least some specific evidence that doesn't support your main idea.
B. Cover the most important details, in the most logical and effective way
C. None of the above
D. Provide your audience with as many minor supporting points as you can think of

b

The greeting stage of a conversation
A. Previews what will follow
B. Provides information about your relationship with the receiver
C. May be either direct or indirect
D. Makes your position on the topic clear

b

The informat report used to communicate with individuals outside an organization is a
A. letter
B. periodic
C. memo
D. structural

a

The key elements in a social business message are
A. honest and completeness
B sincerity and timeliness
C. brevity and clarity
D. familiarity with the reciever and goodwill

a

The most important goal of business communication is that the receiver understands the message as the sender intends.
A. True
B. False

A

The most important section of a proposal is the
A. Proposal summary
B. Cost
C. Qualifications of personnel
D. Solution

d

The negative information in a message should
A. introduce the explanation
B. follow the opening
C. be given quickly
D. present convincing reasoning

c

The negative information section of a negative message should
A. avoid saying what can be done
B. offer an apology
C. come immediately after the logical explanation.
D. be placed in a separate paragraph.

c

The phrase "talking a mile a minute" is an example of a/an
A. Idiom
B. Denotation
C. Metaphor
D. Inference

a

The planning stage should take about
A. 30% of time you have to produce the message.
B. 70% of time you have to produce the message.
C. 50% of the time you have to produce the message.
D. 10% of time you have to produce the message.

c

The purpose of a group will determine all BUT which of the following
A. How the group's work is accomplished
B. Who should attend meeting
C. How often the group meets
D. Whether records are maintained

d

The revising process includes all but which one of the following?
A. Checking to see that business communication principles have been applied
B. Thinking about the visual image the message creates
C. Verifying the content for accuracy and completeness
D. Determining whether the message is mechanically correct

d

The sender analyzes the receiver's knowledge so that the sender can
A. Choose the approach to use in the message
B. Avoid making a negative impression
C. Emphasize receiver benefits
D. Compose the message at the proper level

d

The sender and receiver have equal responsibility for achieving the goals of business communication
A. True
B. False

b

The solution to a research problem is presented in the report as a part of the
A. Findings
B. Conclusions
C. Appendix
D. Recommendation

d

The success of the listening process is jeopardized if one of the elements is omitted
A. True
B. False

a

The title of a proposal should be brief and answer the questions Who? What? Where? When? Why? and How?
A. True
B. False

a

To emphasize the formality of a message, which of these media would be most effective?(B)
A. A blog post
B. An email
C. A printed memo
D. A fax

b

Todd Pritchert is writing a letter to thank those who volunteered at this year's Downtown Youth Center fundraising event. Which of the following represents the best opening paragraph for his message?
A. Volunteers are they key piece in DYC's fundraising puzzle, and no one appreciates them more.....
B. The smile on your face told us you enjoyed volunteering at this year's DYC fundraising.....
C. Time is a precious commodity. By donating your time to this year's DYC fundraiser, you demonstrated your commitment to the youth of Pueblo. We and they are grateful for your efforts
D. Thank you. The youth of Pueplo and the staff at DYC are pleased to announces that this year.....

c

Unlike journalistic or creative writing, business writing is
A. Topical
B. Structured
C. Transactional
D. Brief

c

What are the motivational factors that should be considered when planning a persuasive message?
A. Goals, values, and needs
B. Interests, needs, and opinions
C. Goals, values, and opinions
D. Goals, needs, and opinions

a

What is a Gantt chart?
A. A statistical analysis tool
B. A time schedule
C. A budget spreadsheet
D. A cluster diagram

b

What is one way that a sales message differs from other business letters?
A. The you-viewpoint is not important in a sales message
B. A sales message may contain inaccurate information
C. Sentence fragments may be used in a sales message
D. A sale message may emphasize your competitor's strengths

c

What organizational plan would be best for an oral presentation in which a person is being introduced to an audience
A. Problem and solution
B. Topical
C. Direct or indirect
D. Causal

c

What should the writer of an adjustment approval message do with the friendly close
A. Keep it short
B. A Pologize for the damages
C. Combine it with the explanation
D. Assure the customer that it will not happen again

a

What type of social business message is most likely to use an RSVP?
A. Appreciation
B. Holiday greeting
C. Welcome
D. Invitation

d

When designing a questionnaire,
A. Use primarily open-ended questions
B. Allow respondents the freedom to interpret questions to fit their situation
C. Gather as much demographic information as possible
D. Work from the factors being studied

d

When setting the date by which you want your receiver to reply to your request or claim, you should
A. show urgency by saying as soon as possible
B. be flexible; use a general time reference such as within the next two weeks
C. express the date in standard month, day, year format
D. tell the receiver why meeting your timeline is important

d

When speaking to an established committee within his or her organization, a speaker should analyze the audience for knowledge, interest, attitude, emotional reaction and which of the following
A. Gender
B. Interaction style
C. Age
D. Profession

b

When you do not need immediate feedback, which of these media is most effective? (A)
A. Oral
B. Electronic
C. All are equality effective
D. Written

a

Which of the following are means of acquainting employees with organizational policies on the use of e-mail, Internet, and other company resources?
A. Statement of the policy signed by employees
B. Employee handbook
C. All of the above
D. Organizational website

c

Which of the following best expresses the reason for using the indirect plan for a negative message?
A. It enables your receiver to accept the negative information you must give them
B. It is a friendlier way of communicating than the direct plan
C. It hides the negative information and takes the receiver's mind off the problem
D. It clearly presents the negative information in the opening paragraph

a

Which of the following comments best describes a collection message in the appeal stage?
A. It is written from the writer's point of view
B. It uses the indirect persuasive outline.
C. It is not concerned with customer goodwill.
D. It is a reminder for a customer who forgot to pay

b

Which of the following date displays is correct for a business letter?
A. 03.06.2009
B. 2009 January 07
C. May 16, 2009
D. 12 Oct, 2009

c

Which of the following graphs does not begin with zero at the bottom, extreme left?
A. Multiple-line graph
B. Stacked-bar graph
C. Positive-negative bar graph
D. Pictograph

c

Which of the following is a disadvantage of instant messaging?
A. Teamwork and work flow are improved.
B. Files and links to websites may be shared by users.
C. Messages are maintained on servers controlled by the provider.
D.Spontaneous interaction in real time is possible.

c

Which of the following is a guide to be used in constructing the action section of persuasive messages?
A. Be positive and make talking action easy
B. Be optimistic that the receiver had read the entire message
C. Present all the benefits again for the receiver
D. Avoid giving deadlines; it puts undue pressure on the receiver of the message

a

Which of the following is an appropriate situation in which to use e-mail?
A. Reminder of an upcoming deadline for budget submissions
B. Discussion of a job performance evaluation
C. Negotiation of a salary increase
D. Cancellation of a meeting scheduled for this afternoon

a

Which of the following is correct for the use of source notes for visual aids?
A. A source note should be used whenever content of an illustration is originated by the writer
B. The source note goes below the illustration; however, APA uses the italicized word Note followed by a period before the resource information.
C. Acknowledging source of visual aid is not as critical as acknowledging source of the text material.
D. Traditional style for a source not use the word Source (not italicized) followed by a semicolon

b

Which of the following is NOT a barrier to effective listening?
A. Focusing on the content of the message
B. Listening selectively
C. Prejudgment
D. Lack of common ground

b

Which of the following is not a disadvantage of electronic media?
A. Potential for inadvertently creating tension and conflict
B. Prevention of speedy feedback
C. All of the above
D. Tendency for employees to overuse them

b

Which of the following is not a form of nonverbal communication?
A. Mnemonics
B. Touching behavior
C. Vocal characteristics
D. Gesture and posture

a

Which of the following is NOT a key for successful telephone conversations?
A. Use courteous words.
B. Make detailed notes of everything that is said.
C. Be businesslike.
D. Visualize your receiver.

b

Which of the following is NOT a nonverbal cue
A. Crossing and uncrossing your legs
B. Whispering to your colleague
C. Arriving late for a meeting
D. Drumming your fingers on the table top

b

Which of the following is NOT a persuasive message?
A. Invitation
B. Employment
C. Recommendation
D. Collection

a

Which of the following is NOT a proper way to communicate a credit refusal ?
A. Personalized letter
B. Telephone call
C. Form memo
D. Face-to-face conversation

c