1.how well the candidate's skills match the job requirements.
2.how a candidate will fit in with the organization.
3.pre-employment testing to determine whether a candidate has the necessary psychological characteristics.
4.All the above are considered by employers.
1.deliver the message in private.
2.plan your message.
3.use the indirect approach to avoid an emotional response.
4.focus on the problem.
1.cite company policy to cushion the bad news.
2.highlight how your negative decision benefits your reader.
3.convince readers that your reasons are logical.
When granting a claim for adjustment when a third party is at fault, which of the following is not a good option to consider?
1.Honour the claim, but explain that you are not at fault.
2.Refer the claimant to the third party.
3.Refer the claimant to the third party.
4.Honour the claim and emphasize the explanation that it was not your company's negligence that caused the problem.
1.place your main idea (request) in the opening.
2.state the action you are requesting in the closing section.
3.explain the details of your request in the middle part of the message.
4.begin your request with a personal introduction.
1.Do your readers prefer to receive the negative news up front, without delay?
2.Should it be sent in writing?
3.Would they accept the news more readily if you explained your reasons first?
4.All the above questions should be considered when planning bad-news messages.
When speaking English to people who speak English as a second language, follow all of the following guidelines except
1.let other people finish what they have to say.
2.try to eliminate "noise."
3.look for feedback.
4.repeat your sentence in a louder voice than necessary.
1.if possible, include a clipping or photo commemorating the special event.
2.be prompt when sending out the message.
3.make the reader the focus of all comments.
4.take the opportunity to mention how your products and services could benefit the reader.
When writing for an international audience, which of the following will not promote clarity?
1.Helping readers follow your train of thought
2.Using short paragraphs
3.Avoiding idioms, jargon, slang, and buzz words
4.Relying on abstractions and generalities to explain your points
When writing your first letter to a company to ask for a claim or adjustment, you should do all of the following except
1.request a specific action.
2.provide backup information.
3.state the problem clearly and provide relevant details.
4.open with a personal introduction because the company does not know you.
When you are dissatisfied with a company's product or service, which of the following is the best option?
1.All of the above
2.Written claim letter
1.Which is not a good reason for using the passive voice?
2.To emphasize the importance of a statement
3.To be diplomatic about pointing out a problem
4.To avoid personal pronouns in order to create an objective tone
1.Write your speech or presentation.
3.Plan your speech or presentation.
4.Complete your speech or presentation.
4.All of the above
1.Information is shared with everyone.
2.Business and social relationships overlap.
3.Workers do not want or expect detailed information.
4.all of the above.
Which of the following categories of messages should not be written in the direct approach?
1.Granting requests for claims and adjustments
2.Refusing a claim for adjustment
3.Sending goodwill messages
4.Granting requests for information and action
1.The median is the midpoint of the series of items.
2.The mode is the number that occurs more often than any other in your sample.
3.The median is the sum of all the items in the group divided by the number of items in the group
4.The mean is the sum of all the items in the group divided by the number of items in the group.
1.Chicago Manual of Style
2.A simple, consistent style adapted by the author of the report.
3.American Psychological Association (APA)
4.Modern Language Association (MLA)
1.Information about how you can be reached
2.An expression of appreciation or goodwill
3.An explanation of the importance of the request
4.A specific request
2.Incorrect choice of medium.
3.Inadequate communication structures
4.Differences in perception
1.Morale has improved in the past year.
2.Profits have increased in the past year, and although you may question Gerald's conclusions, you must admit that his research is thorough.
3.Morale has improved in the past year, and employee turnover has been low.
4.Although the company lost money last year, prospects for next year look promising.
1.The purpose of a resume is to list all your skills and abilities.
2.Your resume will be read carefully by an interested employer.
3.The more information you present about yourself the better.
4.Your resume probably has less than 45 seconds to make an impression.
1.Network with people in your field.
2.Stay abreast of business and financial news.
3.Research specific companies.
4.All of the above are recommended activities in your search for employment.
1."Handled all customer complaints and resolved all product order discrepancies"
2."Won a trip to Europe for opening the most new customer accounts in my department"
3."Member of special campus task force to resolve student problems with cafeteria assignments."
4."Responsible for developing a new filing system"
Which of the following is an example of something that you could do to make your business writing more effective?
1.Replace the phrase "prior to the start of" with the word "before".
2.Replace the word "repeat" with the phrase "repeat again" for greater emphasis
3.Replace the phrase "modern equipment" with "modern up-to-date equipment" for greater emphasis.
4.Replace the word "fundamentals" with the phrase "basic fundamentals" for greater emphasis.
Which of the following is correct?
Which of the following is not a characteristic of a business document that has used design elements effectively?
Which of the following is not a common problem that can cause poor organization of a message?
1.Getting ideas mixed up
2.Including irrelevant material
3.Using brainstorming techniques
4.Taking too long to get to the point
1.Some team members may be free riders.
2.Some team members may be uninterested in the outcome.
3.A team may develop groupthink.
4.Some team members may have a hidden agenda.
1.Ability to facilitate feedback
2.Ability to use written text
3.Ability to convey a message by means of more than one visual cue
4.Ability to establish personal focus
3.Name and address.
4.Names of previous supervisors
1.helping employees to create a plan of action.
2.giving employees feedback on their efforts in meeting job requirements.
3.emphasizing and clarifying job requirements.
4.determine whether or not an employee is entitled to a Christmas bonus.
Which of the following is not a result of increased globalization and workforce diversity?
1.An understanding of the laws in other countries.
2.A need to communicate with people who speak different languages.
3.Enhanced professional image
4.An awareness of different business practices around the world.
Which of the following is not a situation requiring bad news messages about company operations?
1.A change in company policy that will have a negative effect on the reader
2.Controversial or unpopular company operations
3.Problems with company performance
4.All these situations require a bad-news message.
2.All are techniques for revising for clarity.
3.Divide overly long sentences.
4.Rewrite hedging sentences.
1.Correct dangling modifiers.
2.Reword long noun sequences.
3.Moderate your enthusiasm.
4.Use the "you" attitude.
1.Use the "you" attitude.
2.Delete unnecessary words and phrases.
3.Shorten long words and phrases.
Which of the following is not a tool that is actively used in the technological workplace?
1.Increased acceptance of a solution
2.Increased savings for the organization
3.Increased information and knowledge
4.Increased diversity of views
1.The greater the difference between the sender's culture and the receiver's culture, the greater the chance for misunderstanding.
2.Effective intercultural communication depends on recognizing the ways in which people differ.
3.Use the "golden rule" when communicating across cultures; that is, treat others the way you would like to be treated.
4.Ignorance of cultural differences can cause Canadians to act improperly when abroad.
Which of the following is not true?
1.Good organization helps your audience accept your message.
2.Good organization helps your audience respond to your message.
3.Good organization saves your audience time.
4.Good organization helps your audience understand your message.
Which of the following is passive?
1.John should not have rented the office without my approval.
2.Without my approval in advance, John should not have rented the office.
3.John has already rented the office to a client.
4.The office has already been rented.
Which of the following is unethical?
1.Avoiding manipulative language
2.Hiding negative information
3.helping in good faith
4.Displaying graphic data fairly
4.All of the above
2.High-calorie food/"high-energy food"
3.Used cars/"resale cars"
4.Cheap merchandise/"bargain prices"
1."We hope you will continue to do business with us."
2."If you have further questions, please write."
3.Avoid all these phrases.
4."I trust our decision is satisfactory."
Which of the following questions should you not ask the interviewer during a job interview?
1.How would you define your organization's managerial philosophy?
2.What are the major responsibilities of the job?
3.Why has the company been under so much media scrutiny lately?
4.Does the organization have any plans for new products or new acquisitions?
1.Your letter reached me yesterday.
2.Please recheck the enclosed statement.
3.We're sorry for your inconvenience.
4.The merchandise was broken during shipping.
1.When you write in a formal style, you use no jokes, no similes or metaphors, and very few colourful adjectives or adverbs.
2.When you write in a formal style, you impose a certain distance between you and your readers.
3.When you write in a formal style, you use "I" and "you."
4.When you write in a formal style, you remain businesslike, unemotional, and objective.
1.A request for a time extension may be sent if you receive a job offer while other interviews are still pending.
2.A letter of acceptance should be sent within one day of receiving an offer.
3.A letter of inquiry can be sent within two weeks of the interview if you are not advised of the interviewer's decision.
4.A thank-you message should be sent within two days after the interview.
1.You can maintain control by suggesting a time limit for questions before the question-and-answer period begins.
2.One way to defuse hostility in a questioner is to paraphrase the question and ask to ensure that you've understood it correctly.
3.Focus your attention on the individual asking the question.
4.All the above statements are true.
1.Competing requests are plentiful.
2.Written media are always best for persuasive messages.
3.An external persuasive message is one of the most difficult tasks you can undertake.
4.All the above are true.
1.Formal proposals contain many of the same components as formal reports.
2.A copy of the RFP may be omitted and referred to in the letter of transmittal.
3.A formal proposal may have a copy of the RFP instead of a letter of authorization.
4.All the above statements are true.
1.One of the advantages to a functional resume is that employers can see what you can do for them.
2.The chronological approach is the most common way to organize a resume.
3.The chronological approach emphasizes a list of skills and accomplishments.
4.In a chronological resume, the "Work Experience" section dominates and is placed in the most prominent slot.
1.It offers speed, lower cost, and increased access to other employees.
2.It overcomes time zone barriers and provides a hard copy of the message.
3.It is best for informational meetings, but is ineffective for negotiation.
4.It replaces short memos or phone calls that need no response.
1.The body contains the proof; the detailed information needed to support your conclusions and recommendations.
2.In general, provide only enough detail in the body to support your conclusions and recommendations.
3.The body section follows the introduction.
4.Conclusions must never be placed in the body, but always in a separate section.
1.The direct approach saves time and makes the rest of the report easy to follow.
2.The direct approach produces a more forceful report.
3.The direct approach leads with a summary of your key findings, conclusions, and recommendations.
4.The direct approach is best for a skeptical audience.
1.Try to maintain some control of the question-and-answer period by establishing some ground rules up front.
2.The question-and-answer period gives you a chance to emphasize points you made earlier.
3.When someone poses a question, keep your attention on the general audience, not on that individual.
4.Defuse a hostile question by paraphrasing the question and asking the questioner to confirm that you've understood it correctly.
1.In a high-context country like China, businesspeople avoid public conflict.
2.In a high-context country like Japan, executives avoid confrontation and debate.
3.In a high-context country like China, businesspeople do not want to back down from their position.
4.In a high-context country like Canada, businesspeople typically enjoy confrontation and debate.
1.A follow-up letter can demonstrate that you're sincerely interested in working for the organization.
2.If your application letter and resume fail to bring a response within a month, follow up with a second letter to keep your file alive.
3.Even if you receive a letter acknowledging your application, send a follow-up letter three months later to show you are still interested.
4.All the above statements are true.
1.In the "Conclusions" section, place an analysis of what the findings mean.
2.In the "Recommendations" section, place your opinions about the course of action that should be taken.
3.In the "Summary" section, place the key findings of your report.
4.All the above statements are true.
1.In Bulgaria people indicate "no" by nodding their heads up and down.
2.In Italy people indicate "no" by clasping both hands.
3.In Japan people indicate "no" by moving their right hand.
4.In Canada people indicate "no" by shaking their heads back and forth.
1.To collaborate with audience members, you need maximum participation.
2.If your purpose is to inform your audience, you need little interaction with them.
3.To persuade your audience, you require a moderate amount of participation.
4.All three purposes require the same audience interaction.