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• Question 1
The effective opening for a bad-news message
• Question 2
A mail order supplier has received an order for an item that would be unsuitable for the customer's needs. The supplier should
• Question 3
You must deny a request for credit to an applicant who does not meet your company’s requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a
• Question 4
Which of the following is the BEST suggestion to follow when refusing a request?
• Question 5
Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the best way to end his message?
• Question 6
If bad news appears in the first sentence of a message, the
• Question 7
To avoid litigation, some credit-granting companies
• Question 8
Your employer asked you to compose a message to be sent to all job applicants who were not selected for an available sales representative position. You should
• Question 9
Exceptions to the use of inductive approach for bad-news messages include
• Question 10
Messages denying credit are different from other types of bad-news messages in that they
• Question 11
Kendra is the program chair for an organization that would like permission to use a country club free of charge to host a fund-raising dinner. Which of the following sentences would be the most successful beginning sentence?
• Question 12
• Question 13
In a sales message, the last paragraph should
• Question 14
Which of the following is correct concerning the outline for persuasive messages?
• Question 15
How are effective persuasive memos different from routine memos?
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• Question 16
When preparing a claim message for which the answer is in question, you should
• Question 17
Which statement best describes the appropriateness of the following product claim in a sales letter? "Viruscan is the best virus defense product available. It offers the most sophisticated and comprehensive protection for your data."
• Question 18
A new product to reduce cholesterol is on the market, with a price that is higher than that of competitors. Where should a writer or speaker introduce price in his or her sales message?
• Question 19
The central selling point in a persuasive message
• Question 20
To overcome receiver resistance to a persuasive appeal, the price should be
• Question 21
“The training session was worthwhile; it was worthwhile because employees learned to do the task correctly” is an example of which of the following techniques used for emphasis?
• Question 22
Proofreading by reading a document aloud while another person verifies the copy is
• Question 23
Which of the following sentences illustrates passive voice?
• Question 24
Which of the following is true of lists in documents?
• Question 25
Which of the following is an adequate reason for choosing passive voice?
• Question 26
Writer's pride of ownership refers to
• Question 27
Which of the following is the MOST effective heading in a memo report to employees?
• Question 28
In business documents, a general rule for readability is that paragraphs normally should be
• Question 29
Hong’s memo that describes new steps for merchandise returns should use which of the following techniques for emphasis?
• Question 30
Which of the following sentences reflects the use of active voice?
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Two or three employees working on a report at the same time using an electronic whiteboard would be an example of the use of ____ software.Answer
* Question 2
As one of 11 federal agencies under the Department of Health and Human Services, the CDC must coordinate its efforts to protect citizens from epidemics with the CIA, the FBI, and the Department of Homeland Security. Communications with these other agencies is an example ofAnswer
* Question 3
Intrapersonal communication occurs whenAnswer
* Question 4
Javon explains a new policy to his staff which prohibits the use of office computers for personal e-mail. Several of the employees frown at the news and one staff member makes a sarcastic remark. Steveâ€™s staff isAnswer
* Question 5
The ____ communication channel is created by management to control individual and group behavior and to achieve the organizationâ€™s goals.Answer
* Question 6
Which of the following is true of personal space requirements?Answer
* Question 7
The single most important aspect of successful teamwork isAnswer
* Question 8
An organizational chart is a graphic representation of ____Answer
* Question 9
Many leading figures in recent corporate scandals were never convicted of a crime. Which of the following best describes their behavior:Answer
* Question 10
In a distributed leadership team environment, the role of the leader is BESTdescribed asAnswer
* Question 11
Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America. Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times. Preeti is not listening attentively to Jose because of which of the following listening problems:Answer
* Question 12
An ultimate requirement of listening for information is that the listenerAnswer
* Question 13
The purpose of a diversity initiative is toAnswer
* Question 14
Robin, task force chair, tells team member Aaron "your proposed solution to this problem is great." Robin's probable metacommunication to Aaron isAnswer
* Question 15
You are a U.S. businessperson who has just completed a successful agreement with two Japanese clients. As a gesture of friendship, you pat the shoulders of your Japanese counterparts. How are they likely to react?Answer
* Question 16
Janet tells Juan, "Don't be late for work." Janet's probable metacommunication isAnswer
* Question 17
As a student, you are concerned with making a good grade in your marketing class. However, instead of taking copious notes, you outline the major points and try to listen as much as possible. What type of listening are you engaged in?Answer
* Question 18
Which of the following is appropriate etiquette when listening?Answer
* Question 19
You are the supervisor of an employee who is very upset about the promotion of his arch rival. You call him into your office and ask him to enlighten you on the reasons he is upset. What type of listening are you engaged in?Answer
* Question 20
ShantÃ© is a new sales representative with Sensations, Inc. She attends a regional sales meeting, followed by a reception. She converses with three new sales people and an hour later she forgets their names. This is an example of which of the following bad listening habits?Answer
* Question 21
Which of the following facts makes listening difficult?Answer
* Question 22
A survey of North American executives about the importance of listening skill in the workplace showedAnswer
* Question 23
In a team with representatives from many different departments in a company, the director of human resources makes sure that everyone in the meeting gets to talk and to be heard. The director of human resources is fulfilling which role in the team?Answer
* Question 24
Which of the following is important for U.S. business people to remember when conducting international negotiations?Answer
* Question 25
Guidelines for effective meetings includeAnswer
* Question 26
Which of the following describes the major difference between teams and groups?Answer
* Question 27
The MOST important reason for teams to utilize agendas and minutes is thatAnswer
* Question 28
Which of the following stages of team development is marked by optimal performance levels?Answer
* Question 29
You are about to conduct a formal meeting with 41 attendees in the boardroom. What guide would you use to ensure orderly communication and participation?Answer
* Question 30
Josh is a new manager whose department has experienced a lot of infighting and jealousy; he tries to reduce group competition and increase cooperation by using the ____ philosophy.Answer
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If your research calls for counting the number of people entering two fast-food restaurants, recording certain behavioral characteristics, and comparing those two sets of data, you would be conducting ____ research.
A report that provides a written description of how an organization can meet the needs of another organization by providing products, services, or solutions to problems is what kind of report?
Which of the following represents the correct sequence of steps in the problem-solving process?
Which of the following descriptions is most valid, as it applies to accurate methods of analyzing data?
As a result of the changing demographics in your area, your company has decided to hire those previously declared "unemployable." Your task is to educate these people to do the job. Which of the following questions will help you MOST in solving the problem?
Which of the following is the most accurate statement concerning the use of primary and secondary research methods?
Which of the following is a common error that MOST hinders the accurate interpretation of data?
A report on market comparisons of tuition at state universities should follow which of the following sequences of problem-solving steps?
Documentation of the work of others accomplishes all but which of the following?
Which of the following statements about the Internet resources is correct?
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The pattern for incorporating graphs in text is
The board of directors of your organization will meet for a luncheon next month in a suburban hotel. Because of confusion in finding the location for the last meeting, your associate has asked you to provide better directions before the upcoming meeting. What type of graphic would best convey this arrangement?
Thomas is writing a report which contains a column (vertical) bar chart that shows last year's employee enrollment in three management training programs: conflict resolution, time management, and team building. Which of the following statements best interprets and analyzes the graph?
Which of the following statements is correct concerning the use of graphics?
What best determines if a graphic presentation is effective?
Which sentence best introduces a graphic that shows the way people access an organization’s information on a website?
Which of the following statements is correct concerning the reporting of quantitative data?
The BEST graphic device to represent the sales of portable DVD players over the last five years, with proportionate sales reflected for four age categories each year would be a
You need to produce a graphic for your employees that depicts the process of handling customer service complaints. Which would be your best choice?
Which of the following sentences best introduces a graph in a written report?