The greeting to a conversation

The greeting to a conversation

a. may be direct or indirect.
b. must be verbal.
c. provides information about the relationship between the participants.
d. should be positive and upbeat.

Answer: C

GDSS is an initialism for

GDSS is an initialism for 

a. group decision support system.
b. guided discussion software system.
c. group development software solution.
d. guided discussion speaker system

Answer: A

The purpose of a group will determine all BUT which of the following?

The purpose of a group will determine all BUT which of the following?

a. How often the group meets
b. How the group's work is accomplished
c. Whether records are maintained
d. Who should attend meetings

Answer: C

Limited eye contact may signal

Limited eye contact may signal

a. control.
b. dishonesty.
c. intimidation.
d. playfulness.

Answer: B

Paraphrasing

Paraphrasing

a. helps a listener clarify and retain what he/she has heard.
b. is a form of interruption.
c. promotes closure in a conversation.
d. softens the impact of criticism.

Answer: A

Which of the following best describes the responsibilities of an effective small-group leader?

Which of the following best describes the responsibilities of an effective small-group leader?

a. Keep the meeting on schedule, encourage creativity through side conversations, resolve group conflict, and summarize what has been accomplished in the meeting.
b. Keep the meeting on schedule, facilitate group discussion, resolve group conflict, and summarize what has been accomplished in the meeting.
c. Plan the agenda, keep the meeting on schedule, encourage the collective group to determine the purpose of the group, and facilitate group discussion.
d. Plan the agenda, keep the meeting on schedule, encourage creativity through side conversations, and resolve group conflict.

Answer: B

Which of the following have resulted in the increased emphasis on good interpersonal skills?

Which of the following have resulted in the increased emphasis on good interpersonal skills?

a. Cultural diversity, gender equity, technology, and organizational restructuring
b. Cultural diversity, population growth, technology, and organizational restructuring
c. Cultural diversity, globalization, technology, and worker specialization
d. Cultural diversity, globalization, population growth, and technology

Answer: C

Which of the following statements is NOT true of simple bar graphs?

Which of the following statements is NOT true of simple bar graphs?

a. The length of a horizontal bar indicates quantity; the height indicates quantity for a vertical bar.
b. The width of bars may differ throughout the graph.
c. If the width of the bars becomes too narrow, the data should be divided into categories and presented in more than one graph.
d. If you need to depict large amounts in the graph, you may use a broken-bar graph.

Answer: B

Which of the following statements is NOT true of organization charts?

Which of the following statements is NOT true of organization charts?

a. Most organizations place senior positions at the top of the chart.
b. Solid connecting lines show supervisory and direct reporting relationships.
c. An organization chart can depict only an entire organization.
d. Broken or dotted lines depict advisory and collaborative relationships

Answer: C

To use words to show categories of information about ten different items, the best visual aid would be a/an

To use words to show categories of information about ten different items, the best visual aid would be a/an

a. pictograph.
b. word table.
c. line graph.
d. flowchart.

Answer: B

Which of the following statements is NOT correct?

Which of the following statements is NOT correct?

a. Each visual aid should have a purpose.
b. A graph shows relationships between different items or shows trends.
c. A table displays categories of data in an orderly display of columns and rows.
d. Using the chart function of Word makes construction of tables easy.

Answer: D

In a formal business report, a colorful visual aid should

In a formal business report, a colorful visual aid should

a. not be used.
b. be placed at the start of the report to gain the reader's attention.
c. be placed following the reference to the visual aid.
d. be placed in the appendix with the rest of the illustrations

Answer: C

A positive-negative bar graph

A positive-negative bar graph

a. shows plus or minus deviations from a fixed reference point.
b. shows changes over time.
c. shows changes in more than one value at a time.
d. shows comparisons of one part of a variable to other parts

Answer: A

The best graphic aid to illustrate changes over time is the

The best graphic aid to illustrate changes over time is the 

a. line graph.
b. pie chart.
c. multiple bar graph.
d. pictograph.

Answer: A

Which of the following statements about resource notes is correct?

Which of the following statements about resource notes is correct?

a. The word Source or Note is followed by a semicolon.
b. The resource note is placed above the illustration.
c. The word Source or Note is followed by a colon.
d. The word Source or Note should be in all uppercase letters.

Answer: C

Which of the following shows that a news release is continued on a second page?

Which of the following shows that a news release is continued on a second page? 

a. more
b. over
c. -30-
d. ***

Answer: C

Which of the following items should be excluded from a news release?

Which of the following items should be excluded from a news release? 

a. Conclusion
b. Contact information
c. Details
d. Summary

Answer: A

In which section of a business plan should the writer describe the pricing strategy for the proposed business?

In which section of a business plan should the writer describe the pricing strategy for the proposed business?

a. Executive Summary
b. Financial Information
c. Growth and Development Potential and Plans
d. Product/Service/Market Identification

Answer: D

Which of the following is NOT true of business plans?

Which of the following is NOT true of business plans?

a. The plan is a short, simple document.
b. The plan should be crafted to attract attention, gain interest, build desire, and request specific action.
c. They may be used to gain support for starting or expanding a business.
b. They should reflect the principles of business communication

Answer: A

The best approach for writing a long, complex proposal is

The best approach for writing a long, complex proposal is

a. a team of writers.
b. a team of writers with an individual writer providing coherence.
c. a team of writers with a team of readers giving feedback.
d. an individual writer with a team of readers giving feedback

Answer: B

The most important proposal element in the following list is the

The most important proposal element in the following list is the

a. description of the proposed solution.
b. evaluation plan.
c. problem or need.
d. proposal summary

Answer: A

When preparing the cover for an unsolicited proposal to a foundation, a writer should consider

When preparing the cover for an unsolicited proposal to a foundation, a writer should consider

a. culture and image of the foundation.
b. culture and image of the submitter's organization.
c. time and cost.
d. what is being requested (e.g. money or goods).

Answer: A

A proposal written in response to an RFP issued by a government agency is best described as what type of proposal?

A proposal written in response to an RFP issued by a government agency is best described as what type of proposal? 

a. Federal
b. Informal
c. Internal
d. Solicited

Answer: D

From a writer's viewpoint, proposals are

From a writer's viewpoint, proposals are 

a. certainties.
b. opportunities.
c. requirements.
d. responsibilities.

Answer: B

Which of the following statements about the cover of a report is NOT true?

Which of the following statements about the cover of a report is NOT true?

a. It contains the completion date.
b. It may contain the corporate logo.
c. It names the writer(s).
d. It protects the contents.

Answer: A

Which of the following headings is NOT grammatically parallel to the others?

Which of the following headings is NOT grammatically parallel to the others?

a. Buying Power has Increased
b. Reaching for the Stars
c. Remodeling with Style
d. Gaining Speed through Design

Answer: A

Which two parts may be combined in some reports?

Which two parts may be combined in some reports?

a. Bibliography and glossary
b. Conclusions and recommendations
c. Letter of authorization and letter of transmittal
d. Procedures and findings

Answer: B

When a contemporary-style footnote is used, where will readers find complete citation information for the source?

When a contemporary-style footnote is used, where will readers find complete citation information for the source?

a. At the bottom of the page on which the quote appears
b. In the appendix
c. In the bibliography
d. In the glossary

Answer: C

Which of the following statements about business studies is LEAST true?

Which of the following statements about business studies is LEAST true?

a. They are a common business activity.
b. They are conducted to provide solutions.
c. They are limited in scope.
d. Their results are reported most frequently in formal reports

Answer: A

Which of the following normally is NOT included in the introduction of a formal report?

Which of the following normally is NOT included in the introduction of a formal report?

a. Procedures
b. Related literature
c. Scope
d. Statement of the problem

Answer: A

The best way to survey individuals to assure that their responses will be in the greatest depth is by

The best way to survey individuals to assure that their responses will be in the greatest depth is by

a. e-mail questionnaire.
b. face-to-face interview.
c. mail survey.
d. telephone survey.

Answer: B

The time schedule for a research study should include all but which one of the following elements?

The time schedule for a research study should include all but which one of the following elements?

a. Boundaries
b. Major tasks
c. Project deadline
d. Task completion data

Answer: A

The final step in conducting research is

The final step in conducting research is

a. analyzing the data.
b. determining solutions.
c. gathering information.
d. writing the report.

Answer: D

The informal report used to communicate with individuals outside an organization is a

The informal report used to communicate with individuals outside an organization is a

a. letter.
b. memo.
c. periodic.
d. structural.

Answer: A

Which of the following is a guide to be used when constructing the desire section of persuasive message?

Which of the following is a guide to be used when constructing the desire section of persuasive message? 

a. Be honest and mention any negatives so the receiver can make an informed decision.
b. Convince the receiver to continue reading the message.
c. Present the benefits to the receiver.
d. Provide proof of benefits.

Answer: D

Which of the following methods of getting the receiver to take action would NOT be taken seriously by a receiver of a persuasive message?

Which of the following methods of getting the receiver to take action would NOT be taken seriously by a receiver of a persuasive message?

a. A coupon for a free lunch at Lyla Rae's for completing a customer survey
b. An offer for one month's free cleaning if you sign a one-year contract with the office cleaning service
c. A testimonial claiming you could earn in excess of $50,000 a month with no investment
d. Entry into a drawing for a five-night trip to Las Vegas with all expenses paid

Answer: C

Which of the following is a guide to be used in constructing the action section of persuasive messages?

Which of the following is a guide to be used in constructing the action section of persuasive messages?

a. Avoid giving deadlines; it puts undue pressure on the receiver of the message.
b. Be optimistic that the receiver has read the entire message.
c. Be positive and make taking action easy.
d. Present all the benefits again for the receiver.

Answer: C

Which of the following would require a persuasive message?

Which of the following would require a persuasive message?

a. A letter accepting an invitation to speak at a local high school career day
b. A proposal asking management to launch a wellness program and exercise facility at your place of work
c. A request for an adjustment to a claim filed for an unauthorized substitution of a product on a recent online order
d. A request for information about someone with whom you work

Answer: B

How many elements are encompassed in the indirect plan?

How many elements are encompassed in the indirect plan?

a. Five
b. Four
c. Six
d. Three

Answer: B

The best opening for an adjustment refusal is

The best opening for an adjustment refusal is

a. I am sorry . . .
b. Your complaint has been received, and. . .
c. We must deny you. . . . .
d. Your letter requesting an adjustment has been received, and . . . .

Answer: D

Of the following, which is the most effective phrasing for the negative information?

Of the following, which is the most effective phrasing for the negative information?

a. I am sorry to refuse your request for a refund for the microwave oven.
b. Our policy does not permit refunds in cases like this.
c. Rather than a refund, we will be glad to provide instruction on operation of the oven.
d. While we realize you are not completely satisfied with the microwave oven, we believe that with additional training you will be satisfied

Answer: C

Which of the following best expresses the reason for using the indirect plan for a negative message?

Which of the following best expresses the reason for using the indirect plan for a negative message?

a. It hides the negative information and takes the receiver's mind off the problem.
b. It enables your receiver to accept the negative information you must give them.
c. It clearly presents the negative information in the opening paragraph.
d. It is a friendlier way of communicating than the direct plan

Answer: B

In the constructive follow-up section of a negative message, you should

In the constructive follow-up section of a negative message, you should

a. provide other solutions to the problem.
b. tell the customer that it will never happen again.
c. apologize for the error.
d. stay off the negative subject.

Answer: A

In the friendly close of a negative message, it is best to

In the friendly close of a negative message, it is best to

a. maintain neutrality
b. provide convincing reasoning.
c. say what can be done.
d. be warm and optimistic

Answer: D

The negative information in a message should

The negative information in a message should

a. be given quickly.
b. follow the opening.
c. present convincing reasoning.
d. introduce the explanation

Answer: A

The primary objective of an adjustment refusal letter in a retail business situation is to

The primary objective of an adjustment refusal letter in a retail business situation is to

a. sell the customer more merchandise.
b. be optimistic in the close.
c. present convincing reasoning.
d. retain the customer's business

Answer: D

In the logical explanation section of the indirect plan, it is important to

In the logical explanation section of the indirect plan, it is important to

a. keep the content as brief as possible.
b. show how the negative information benefits your receiver.
c. use mostly positive words.
d. keep off the subject

Answer: B

Which of the following best expresses the negative information in a request refusal letter?

Which of the following best expresses the negative information in a request refusal letter?

a. While the time you wanted is not available, feel free to use the 10 a.m. Saturday time period for your meeting.
b. Therefore, I am sorry that I cannot be of assistance at this time.
c. The facility scheduling calendar permits your use of the 10 a.m. Saturday time period for your meeting.
d. The best I can do, however, is to offer you the 10 a.m. Saturday time slot.

Answer: C

The overall strategy for most negative messages is the

The overall strategy for most negative messages is the

a. direct plan.
b. persuasive plan.
c. indirect plan.
d. goodwill plan.

Answer: C

A request for a reply to an invitation is shown on the invitation as

A request for a reply to an invitation is shown on the invitation as

a. a direct request.
b. a postscript.
c. an enclosure.
d. an RSVP

Answer: D

Which of the following items is typically omitted from an invitation?

Which of the following items is typically omitted from an invitation?

a. Date and time of function
b. Signature
c. Suggested dress
d. Whether the receiver may bring a guest

Answer: 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:

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. describe the nature of his business.
b. explain why he wants to give his clients an end-of-year gift.
c. mention Peter as the person from he learned about ABC Promotions.
d. say he needs information about a specialty calendar

Answer: D

What should the writer of an adjustment approval message do with the friendly close?

What should the writer of an adjustment approval message do with the friendly close?

a. Apologize for the damages.
b. Combine it with the explanation.
c. Keep it short.
d. Assure the customer that it will not happen again.

Answer: C

The correct order for the parts of a direct plan message is

The correct order for the parts of a direct plan message is

a. explanation, solution, sales appeal, and friendly close.
b. explanation, sales appeal, persuasion, and friendly close.
c. opening, explanation, sales appeal, and friendly close.
d. opening, sales appeal, explanation, and friendly close.

Answer: C

Which of the following has a variation that allows paragraphs to be indented?

Which of the following has a variation that allows paragraphs to be indented?

a. E-mail
b. Full Block
c. Memo
d. Modified Block
e. Simplified

Answer: D

The boxes into which variables are entered when using e-mail software are called

The boxes into which variables are entered when using e-mail software are called

a. formats.
b. headings.
c. message composition templates.
d. options.

Answer: C

Which of the following is NOT an advantage of using high-quality stationery?

Which of the following is NOT an advantage of using high-quality stationery?

a. Excellent texture.
b. Long life.
c. Personalized watermark.
d. Purchase price.
e. Superior appearance.

Answer: D

The two standard letter parts omitted from the simplified letter format are the

The two standard letter parts omitted from the simplified letter format are the

a. Attention Line and Subject Line
b. Complimentary Close and Salutation
c. Heading and Postscript
d. Signature Block and Enclosure Notation
e. Subject Line and Reference Initials

Answer: B

The mailing address on an envelope should be

The mailing address on an envelope should be

a. double spaced.
b. identical to the inside address of the letter.
c. keyed in italic type to resemble handwriting.
d. keyed in uppercase letters.

Answer: B

Which of the following statements about the company name in the signature block is correct?

Which of the following statements about the company name in the signature block is correct?

a. It is not used when the message is keyed on letterhead stationery.
b. It may be used with any letter format.
c. It should be keyed beneath the writer's name.
d. It should be keyed in a mixture of upper- and lower-case letters.

Answer: A

If the person who signs the letter is not the same person who keys or writes the letter, the writer's reference initials should be

If the person who signs the letter is not the same person who keys or writes the letter, the writer's reference initials should be

a. keyed on one line before the keyboarder's initials.
b. keyed in place of the keyboarder's initials.
c. noted only on the file copy of the document.
d. omitted.

Answer: A

Under what circumstances should a writer include his or her courtesy title as part of the keyed signature in a business letter?

Under what circumstances should a writer include his or her courtesy title as part of the keyed signature in a business letter?

a. Always
b. Never
c. When needed for balance
d. When needed for clarity

Answer: D

Marge Bourdeau is writing a business letter to James Wayne and wants to use mixed punctuation. Which of the following pairs should she select?

Marge Bourdeau is writing a business letter to James Wayne and wants to use mixed punctuation. Which of the following pairs should she select?

a. Dear Mr. Wayne: Sincerely,
b. Dear Mr. Wayne: Sincerely
c. Dear Mr. Wayne, Sincerely
d. Dear Mr. Wayne Sincerely
e. Dear Mr. Wayne Sincerely,

Answer: A

The inside address of a letter is keyed

The inside address of a letter is keyed

a. at least 2 inches beneath the date
b. at the center of the page in the modified block letter style.
c. at the left margin.
d. two inches form the top edge of the paper

Answer: C

Which of the following best illustrates important e-mail text?

Which of the following best illustrates important e-mail text?

a. The report is due Friday!!!
b. "The report is due Friday."
c. The report is due Friday.
d. THE REPORT IS DUE FRIDAY.

Answer: D