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Test Bank For Essentials of Business Communication, 11th Edition

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    TRUE/FALSE 1 : Proposals are informative documents used to educate readers. A : true B : false Correct Answer : B 2 : All proposals should use easy-to-understand language and show the value and benefits of the product or services being recommended. A : true B : false Correct Answer : A 3 : **Because proposals are often selling products and services, they should always be written using a formal tone. A : true B : false Correct Answer : B 4 : **In crafting the introduction to a proposal, you should avoid a hook focusing on the readers needs because it seems manipulative. A : true B : false Correct Answer : B 5 : In a solicited proposal, your goal is to convince the reader that a problem exists. A : true B : false Correct Answer : B 6 : In the proposal, plan, and schedule section of a business proposal, your goal is to explain your plan for solving the problem. A : true B : false Correct Answer : A 7 : Proposal writers should avoid mentioning staff qualifications and credentials in a formal proposal. A : true B : false Correct Answer : B 8 : A proposal represents a legal contract. A : true B : false 1 / 15

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    Correct Answer : A 9 : The conclusion of a proposal should remind the reader of the proposals key benefits and make it easy for the reader to respond. A : true B : false Correct Answer : A 10 : Unlike a business proposal, a formal business report presents findings and recommendations based on research and data analysis. A : true B : false Correct Answer : A 11 : The first step in preparing a report is to conduct research. A : true B : false Correct Answer : B 12 : **A primary goal of business report writing should be to present key findings that are relevant to your audience. A : true B : false Correct Answer : A 13 : Formal report writers conduct most of their research using primary sources. A : true B : false Correct Answer : B 14 : A report discussing the correct procedure to process customer complaints should be organized using a chronological order. A : true B : false Correct Answer : A 15 : **Focusing on the mechanics of a business report during the proofreading stage involves assessing its overall visual appeal. A : true B : false Correct Answer : B 16 : Secondary data come from reading what others have published, experienced, or observed. A : true B : false 2 / 15

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    Correct Answer : A 17 : An advantage of secondary data over primary data is that secondary data are easier and cheaper to develop. A : true B : false Correct Answer : A 18 : **Because of the vast amount of information available online, print resources are no longer considered credible sources for business reports. A : true B : false Correct Answer : B 19 : A database is a collection of information stored digitally so that it is accessible by computers and mobile electronic devices. A : true B : false Correct Answer : A 20 : **Information about who sponsors a Web page is important to look for in assessing its authority and, in turn, its credibility. A : true B : false Correct Answer : A 21 : Surveys can generate primary data economically and efficiently from large groups of people. A : true B : false Correct Answer : A 22 : *When you conduct an interview, prepare closed-ended questions to ensure a variety of responses. A : true B : false Correct Answer : B 23 : **One reason to document sources in a report is to help the reader learn more about the topic. A : true B : false Correct Answer : A 24 : The only item that you must document in a report is a quotation of another persons actual 3 / 15

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    spoken or written words. A : true B : false Correct Answer : B 25 : Information that is common knowledge requires no documentation. A : true B : false Correct Answer : A 26 : *You can avoid plagiarism by using the grammatical structure of the original source and replacing select words with synonyms. A : true B : false Correct Answer : B 27 : Direct quotations are often useful to provide objective data and to establish the severity of a problem as seen by experts. A : true B : false Correct Answer : A 28 : You should assume that all intellectual property is copyrighted. A : true B : false Correct Answer : A 29 : Avoid the use of graphics in a report because graphics usually confuse readers. A : true B : false Correct Answer : B 30 : Probably the most frequently used visual aid in reports is the table. A : true B : false Correct Answer : A 31 : The major advantage of line charts is that they show changes over time, thus indicating trends. A : true B : false Correct Answer : A 32 : Pie charts are an effective visual to demonstrate a procedure. A : true 4 / 15

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    B : false Correct Answer : B 33 : **Discussing a graphic in the text of your report is considered repetitive and should be avoided. A : true B : false Correct Answer : B 34 : Report graphics should include a caption or title. A : true B : false Correct Answer : A 35 : The front matter of a formal report refers to the preliminary sections before the body section. A : true B : false Correct Answer : A 36 : If included with a report, a letter or memo of transmittal should be written using the indirect strategy. A : true B : false Correct Answer : B 37 : The purpose of a table of contents is to present an overview of the report for people who may not have time to read the entire report. A : true B : false Correct Answer : B 38 : The introduction should be the principal section of a formal report. A : true B : false Correct Answer : B 39 : The most important section of a report to a reader is the conclusions and recommendations. A : true B : false Correct Answer : A 40 : Regardless of the documentation format used, sources should be alphabetized in the bibliographic section of a report. 5 / 15

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    A : true B : false Correct Answer : A MULTIPLE CHOICE 41 : Which of the following statements is most accurate? A : Proposals are persuasive documents used to solve problems, provide services, or sell products. B : Proposals are always solicited. C : Proposals are informative documents used to share problems, identify emerging issues, and categorize available resources for resolution. D : Proposals are developed for external audiences only. Correct Answer : A 42 : **Lisa works for a nonprofit agency seeking funding for a community project. What type of proposal is she likely to write to the local foundation that supports the same cause within the community? A : A purchase request B : A grant request C : An RFP D : An internal request Correct Answer : B 43 : A business would most likely write a request for proposal to A : advertise openings for two sales positions. B : attract new clients. C : renovate offices. D : interview job candidates. Correct Answer : C 44 : An effective proposal should do all of the following except A : showcase the writers expertise and build credibility. B : emphasize how the writers methods and products will benefit the reader. C : get the readers attention. D : analyze findings, draw conclusions, and make recommendations intended to solve a problem. Correct Answer : D 45 : You can make the introduction of a proposal more persuasive if you A : explain in great detail how much better you are than your competitors. B : hint at the problem you will solve but avoid explaining the reasons for the proposal. C : remain as vague as possible to keep the reader intrigued. D : provide a hook such as mentioning a remarkable resource available exclusively to the writer. Correct Answer : D 6 / 15

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    46 : In which part of a solicited proposal would you most likely convince your reader that you understand the problem completely? A : Introduction B : Background C : Authorization D : Budget Correct Answer : B 47 : **Some proposals are solicited through an RFP, which stands for A : Request for Pricing B : Requisition for Purchasing C : Request for Proposal D : Reading for Project Correct Answer : C 48 : What should be included in the staffing section of an informal proposal? A : Credentials and expertise of project leaders B : List of projected costs C : Copy of the RFP D : Schedule or timetable of activities Correct Answer : A 49 : The budget in a proposal should A : reflect careful research because a proposal is a legal contract. B : provide only rough estimates so that you can raise the price later if costs increase. C : never itemize hours and costs, but offer only a total sum. D : include a disclaimer to ensure that the budget is not legally binding. Correct Answer : A 50 : Jeremy has decided to include a deadline for acceptance in his proposal to install energy- efficient workstations for a local manufacturer. In which section should Jeremy place the deadline? A : Introduction B : Background C : Conclusion and authorization D : Proposal Correct Answer : C 51 : Although formal reports are similar to formal proposals, a primary difference is that A : formal reports represent the end product of thorough research and data analysis. B : formal reports use a more conversational tone. C : formal reports are longer than formal proposals. D : formal reports are organized indirectly. Correct Answer : A 52 : What is the first step in writing a formal report? 7 / 15

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    A : Selecting an appropriate layout and format B : Researching primary and secondary data C : Writing a purpose statement D : Determining the length of the report Correct Answer : C 53 : What is the best advice when writing a statement of purpose for a formal report? A : Write a statement of purpose only for external formal reports. B : Omit limitations to avoid a negative tone. C : Use action verbs that tell what you intend to do. D : Use vague language to allow for flexibility. Correct Answer : C 54 : **Writing a __________________ statement can help you define the focus of your report and keep you on target. A : formal B : proposal C : purpose D : methods Correct Answer : C 55 : Chronological organization arranges ideas by A : time. B : order of importance. C : physical location. D : simple to complex. Correct Answer : A 56 : Tanika must prepare a formal report detailing the findings of a year-long study of her companys new wellness program. In this report she must discuss employee absenteeism before and after the programs implementation. What type of organizational pattern will she likely use? A : Chronological B : Spatial C : Compare/Contrast D : Importance Correct Answer : C 57 : Tyler is writing a report that analyzes the GlobalCom, Inc., market share of cell phone subscriptions worldwide by region. He will probably organize his report A : chronologically by the date the cell phone subscriptions reached their maximums. B : around extensive secondary data to assure the reader that he conducted adequate research before he wrote the report. C : using a functional arrangement to show types of subscriptions globally. D : geographically with sections representing each regions market share. Correct Answer : D 58 : **Reviewing a reports mechanics before submission refers to checking it for 8 / 15

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    A : format. B : content accuracy. C : grammar and usage. D : audience-oriented tone. Correct Answer : C 59 : Primary research data can be defined as A : information that comes from reading what others have experienced and observed. B : information gained from firsthand experience and observation. C : statistics collected during the first stage of research. D : data received from the World Wide Web. Correct Answer : B 60 : **A newspaper article citing student input about the growing popularity of caffeinated energy drinks on college campuses would be considered a ________________ information source. A : primary B : secondary C : tertiary D : scholarly Correct Answer : B 61 : Although researchers are increasingly using electronic data, you should learn to also use print resources because A : electronic sources are never considered as reliable as books and magazines. B : print sources provide primary data and electronic sources provide secondary data. C : some data is available only in print. D : audiences respect only writers who include data from print sources. Correct Answer : C 62 : What type of print resource provides excellent in-depth, historical data? A : Periodicals B : Bibliographic indexes C : Databases D : Books Correct Answer : D 63 : **Which of the following are considered secondary research sources? A : Magazines B : Interviews C : Surveys D : All of these are considered secondary sources. Correct Answer : A 64 : What is the best advice for assessing the credibility of a Web page? A : Review the Web page for accuracy in facts, spelling, grammar, usage, references, and external links. 9 / 15

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    B : Determine the publishers or sponsors of the Web page to verify their credentials. C : Evaluate the overall content of a Web page and see how it compares with other resources on the same topic. D : Perform all these tasks when assessing the credibility of a Web page. Correct Answer : D 65 : **Which of the following is an example of an open-ended survey question? A : What should the bookstore do about plastic bags? B : How many times have you visited the bookstore this semester? C : Would you be willing to change to another method of ordering books? D : All of these are open-ended questions. Correct Answer : A 66 : Surveys, which are used to collect firsthand data, have many advantages. One advantage is that A : those who respond to mailed or online surveys exactly represent the overall population. B : respondents can be relied on to respond openly and truthfully to anonymous surveys. C : data can be gathered economically and efficiently. D : return rates for online and mailed surveys are typically over 90 percent. Correct Answer : C 67 : Brittany is writing a business report about protecting workplace data and will be conducting an interview with a data security expert. What is the best advice you can give her? A : Call before the interview to confirm the arrangements, and then arrive on time. B : Learn about the individual she is interviewing, and research the background and terminology of the topic. C : Use open-ended questions rather than yes-or-no questions to draw out the responses from the expert. D : Brittany should complete all these steps. Correct Answer : D 68 : **Documenting data in business reports A : can strengthen your argument. B : protects you from charges of plagiarism. C : helps the reader pursue the topic further. D : achieves all of these. Correct Answer : D 69 : Plagiarism A : involves using good data from reputable sources to increase your credibility and to enhance the logic of your reasoning. B : happens in only academic settings. C : is the act of using others ideas without proper documentation or by paraphrasing poorly. D : occurs when writers acknowledge the sources of their researched information. Correct Answer : C 70 : Which of the following statements would need to be documented in a report? 10 / 15

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    A : Tornadoes caused extensive loss of property and lives in Missouri. B : You can get an idea of how dangerous a tornado is by its rating. C : Damaging winds, common in strong tornadoes, caused problems for the residents of Missouri. D : The Fujita-Pearson tornado scale rates tornadoes with wind speeds of 261 to 318 miles per hour as F5 storms. Correct Answer : D 71 : **Which of the following is not an effective strategy when paraphrasing? A : Read the original material intently to make sure that you fully understand its meaning. B : Write your own version without looking at the original. C : Repeat the grammatical structure of the original, replacing words with synonyms. D : Reread the original closely after you are finished to check it against your version. Correct Answer : C 72 : Which of the following is not a purpose for a direct quotation? A : To duplicate exact wording before criticizing an idea B : To repeat identical phrasing because of its precise wording C : To add length to a researched document D : To provide objective background information Correct Answer : C 73 : Which of the following is the best advice about the use of direct quotations in a report? A : Beware of overusing quotations because you may appear as if you have no ideas of your own. B : If you use a direct quotation, dont dilute its impact by summarizing it or introducing it in your own words. C : Place the direct quotation in quotation marks, but change a few words to show you have your own ideas. D : Avoid using any direct quotations in a report. Correct Answer : A 74 : All of the following are tests to determine fair use except A : nature of the copyrighted work. B : notoriety of author. C : amount of material copied. D : effect of the use on the potential market. Correct Answer : B 75 : To avoid charges of copyright infringement, you should A : include a footnote to all information. B : use information only from Internet sites. C : ask permission only when using information from a legal publication. D : assume that all intellectual property is copyrighted. Correct Answer : D 76 : **Graphics are important in business reports because 11 / 15

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    A : they save the writer time. B : readers grasp meaning from visuals more quickly than from text. C : they allow for the distortion of data. D : written text is becoming outdated. Correct Answer : B 77 : Which of the following is the most important element to consider when selecting an appropriate graphic for a report? A : Your communication channel B : Your word processing abilities C : Your reports organizational pattern D : Your objective Correct Answer : D 78 : Yolanda must include a long table in a report she is preparing on employee Internet use. What advice should she follow when creating the table? A : Avoid distracting her readers with shading. B : Place the table as close as possible to its text discussion. C : Leave missing data blank. D : Because the emphasis is on the data, avoid the use of headings for each row. Correct Answer : B 79 : What type of graphic illustrates changes in data over time? A : Line chart B : Flowchart C : Pie chart D : Table Correct Answer : A 80 : The major advantage of line charts is that they A : compare related items. B : present large amounts of data. C : show the proportion of parts to a whole. D : demonstrate trends. Correct Answer : D 81 : Which statement about pie charts is most accurate? A : Pie charts are most useful for technical audiences. B : Pie charts are most appropriate for showing percentages. C : Pie charts are more flexible than bar or line charts. D : Pie charts can be confusing to readers because of the use of multiple colors. Correct Answer : B 82 : In her letter to policyholders, Min Yi needs a graphic depicting the procedure a policyholder follows when filing a claim. Which of these would be most appropriate? A : Organizational chart B : Flowchart 12 / 15

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    C : Illustration D : Table Correct Answer : B 83 : Which of the following is the best advice when using graphics in reports? A : Use colored graphics to add visual interest. B : Dont introduce a graphic; a good graphic should communicate clearly itself. C : Avoid summarizing the main point of the graphic. D : Avoid the use of headings on a graphic. Correct Answer : A 84 : All of the following are front matter components of a formal report except the A : letter or memo of transmittal. B : list of figures or tables. C : appendix. D : executive summary. Correct Answer : C 85 : What is the purpose of a letter or memo of transmittal? A : To announce the topic of the report B : To provide a list of sources used within the report C : To introduce the writer of the report D : To designate the parts of the report Correct Answer : A 86 : What advice should you follow when preparing a table of contents? A : Avoid leaders (spaced dots) on a table of contents to avoid confusing the reader. B : Include only the front matter components and the main body headings and subheadings. C : Center all major headings. D : Title the page Contents or Table of Contents. Correct Answer : D 87 : The purpose of an executive summary is to A : announce the topic of the report and tell how it was authorized. B : secure funding. C : present an overview of a longer report for people who may not have time to read the entire document. D : show the main sections of a report. Correct Answer : C 88 : What information should be included in the introduction of a formal report? A : Copies of surveys B : A discussion of the report findings C : Conclusions and recommendations D : Explanation of the problem Correct Answer : D 13 / 15

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    89 : The body of a formal report should A : define important and unfamiliar terms. B : identify the individuals responsible for commissioning the report. C : discuss, analyze, interpret, and evaluate the research findings or solution to the problem. D : include a description of all secondary and primary data collected during the research phase of writing the report. Correct Answer : C 90 : What is the best advice to follow when developing a bibliographic list of sources for a formal report? A : Include only published sources within your bibliographic list. B : Label the page Works Cited when using either the APA or MLA format. C : List the sources in alphabetical order. D : Avoid developing a bibliographic list of sources because the in-text citations will identify each source used within the report. Correct Answer : C FILL IN THE BLANK 91 : A(n) ____________________ is a written offer to solve problems, provide services, or sell products. Correct Answer : proposal 92 : **A document that specifies a business or agencys requirements and solicits competitive bids from vendors is known as an RFP, which stands for ______________________. Correct Answer : request for proposal 93 : A formal ____________________ is a document that analyzes findings, draws conclusions, and makes recommendations intended to solve a problem. Correct Answer : report 94 : The planning of every report begins with a statement of ____________________ that describes the goal, significance, and limitations of a formal report. Correct Answer : purpose 95 : **Surveys, interviews, and observation are examples of ________________ research. Correct Answer : primary 96 : A(n) ____________________ is a collection of information stored digitally so that it is accessible by computers and mobile electronic devices. Correct Answer : database 14 / 15

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    97 : Using the ideas of someone else without giving credit is called ____________________ and is unethical. Correct Answer : plagiarism 98 : ____________________ involves restating an original passage in your own words and in your own style. Correct Answer : Paraphrasing 99 : Commonly shared in online environments, a(n) ___________________ is a type of visual aid that combines images and graphic elements to present complex information in a format that is easy to understand. Correct Answer : infographic 100 : A(n) ____________________ presents an overview of a longer report for people who may not have time read the entire report. Correct Answer : executive summary Powered by TCPDF (www.tcpdf.org) 15 / 15

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    TRUE/FALSE 1 : Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants. A : true B : false Correct Answer : A 2 : **The term social intelligence describes desirable workplace behavior. A : true B : false Correct Answer : A 3 : Many businesses have established protocol procedures or policies to enforce civility. A : true B : false Correct Answer : A 4 : *Proper business attire and dining etiquette are no longer important to learn because many business interactions now take place virtually. A : true B : false Correct Answer : B 5 : *Hard skills refer to personal qualities, habits, attitudes, communication skills, and social graces. A : true B : false Correct Answer : B 6 : *In todays fast-paced, competitive business world, ethical behavior is not as important as it once was. A : true B : false Correct Answer : B 7 : An awareness of courtesy and etiquette can give you a competitive edge in the job market. A : true B : false Correct Answer : A 8 : You must demonstrate professionalism only in face-to-face interactions. A : true B : false 1 / 15

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    Correct Answer : B 9 : Because todays technologies provide many alternate communication channels, face-to-face communication is no longer important in business and professional transactions. A : true B : false Correct Answer : B 10 : Your vocal quality sends only verbal messages. A : true B : false Correct Answer : B 11 : Speakers should avoid uptalk in the workplace because it makes them appear weak and tentative. A : true B : false Correct Answer : A 12 : When conversing with others, always address them by their first names. A : true B : false Correct Answer : B 13 : If you receive constructive criticism on the job, you should focus on your feelings as much as possible. A : true B : false Correct Answer : B 14 : If another person has criticized you unfairly, you should disagree respectfully and constructively. A : true B : false Correct Answer : A 15 : When you deliver constructive criticism, you should use the word we instead of you to avoid sounding accusatory. A : true B : false Correct Answer : A 16 : You should generally deliver most constructive criticism in writing rather than in person. A : true B : false 2 / 15

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    Correct Answer : B 17 : E-mail has made telephone use obsolete in the corporate world. A : true B : false Correct Answer : B 18 : **To avoid being rude, you should not let a person know that your time is limited when speaking via phone. A : true B : false Correct Answer : B 19 : The responsibility for ending a call lies with the receiver. A : true B : false Correct Answer : B 20 : **When placing a call, your introduction should include three parts. A : true B : false Correct Answer : A 21 : You should identify the extension when transferring a call. A : true B : false Correct Answer : A 22 : To make your outgoing voice mail message more professional, use the computer- generated voice that comes with most systems. A : true B : false Correct Answer : B 23 : **When answering phone calls for others, you should provide information about colleagues whereabouts if they are not in the office. A : true B : false Correct Answer : B 24 : You should try to respond to voice messages within one week. A : true B : false Correct Answer : B 3 / 15

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    25 : Decisions made by teams promote greater buy-in from group members. A : true B : false Correct Answer : A 26 : In the norming phase of team development, teams discuss alternatives, evaluate outcomes, apply criteria, and prioritize alternatives. A : true B : false Correct Answer : A 27 : **Virtual teams have greater autonomy than co-located teams and require members who are more self-reliant. A : true B : false Correct Answer : A 28 : **Providing distractions is viewed as an effective technique to deal with group differences. A : true B : false Correct Answer : B 29 : Groups with diverse members often produce the best decisions. A : true B : false Correct Answer : A 30 : **For optimal interaction, workplace teams should have 8-10 members. A : true B : false Correct Answer : B 31 : Effective team members view participation in a team as an opportunity to compete with others. A : true B : false Correct Answer : B 32 : Effective teams often have no formal leader. A : true B : false Correct Answer : A 33 : Todays workers attend more meetings than ever. A : true 4 / 15

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    B : false Correct Answer : A 34 : **If the purpose of a meeting is to share information, it is best to send an e-mail, text message, or memo rather than call a meeting. A : true B : false Correct Answer : A 35 : The purpose of a meeting determines the number of participants. A : true B : false Correct Answer : A 36 : Ground rules for a business meeting should be discussed only when a participants behavior is harming the progress of the agenda. A : true B : false Correct Answer : B 37 : **A conflict between two members of a meeting should be ignored so that the meeting can progress as planned. A : true B : false Correct Answer : B 38 : **An in-person, face-to-face meeting is the richest of all available media. A : true B : false Correct Answer : A 39 : Meeting minutes should be distributed within two weeks after the meeting or at least two days before the next meeting, whichever comes first. A : true B : false Correct Answer : B 40 : Virtual meetings save travel costs and reduce employee fatigue. A : true B : false Correct Answer : A MULTIPLE CHOICE 5 / 15

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    41 : How do recruiters and employers view the importance of professional behavior in the workplace? A : Although recruiters are impressed with applicants who speak and write well, a candidates technical expertise is all that matters. B : Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants. C : Professionalism and soft skills are important only in service-oriented fields. D : Team, communication, and people skills are low priorities for most recruiters and employers. Correct Answer : B 42 : **In todays digital age, professionalism requires all employees to maintain a positive ____________________ presence. A : sales B : nonverbal C : online D : managerial Correct Answer : C 43 : A synonym for professionalism is A : hard skills. B : social acceptance. C : business etiquette. D : diversity. Correct Answer : C 44 : Which of the following statements about professionalism in the workplace is most accurate? A : Unprofessional behavior affects only the individual who displays it. B : More organizations are establishing procedures or policies to encourage professionalism. C : Employees need to exhibit professional behavior only when working at their desks. D : You exhibit professional behavior only through nonverbal actions such as dressing appropriately or maintaining eye contact with others. Correct Answer : B 45 : Jue understands that soft skills and professional polish will ensure her long-term success on the job. Which of the following is not a soft skill? A : A grasp of workplace etiquette B : An eagerness to learn C : The ability to work effectively as part of a team D : Proficiency in using a variety of computer software packages Correct Answer : D 46 : Professional behavior is comprised of six dimensions, including courtesy and respect, appearance and appeal, tolerance and tact, honesty and ethics, reliability and diligence, and A : soft and hard skills. B : self-actualization and self-control. C : sharing and collegiality. D : education and training. 6 / 15

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    Correct Answer : C 47 : Richard wants to prove that he is diligent and reliable. What is the best advice you can give him? A : Put all focus on his job and avoid volunteering his services to a worthy community or charity group. B : Avoid apologizing for any errors. C : Honor his commitments and keep promises. D : Avoid any interaction with coworkers so that he stays focused on his job. Correct Answer : C 48 : **To demonstrate tolerance and tact in the workplace, which of the following should you do? A : Avoid apologizing for errors or misunderstandings because doing so calls attention to them. B : Choose writing over face-to-face interactions whenever possible. C : Work to improve your vocal quality. D : Keep your personal opinions of people private. Correct Answer : D 49 : **___________________ intelligence requires us to interact well, be perceptive, and show sensitivity toward others. A : Academic B : Emotional C : Social D : Executive Correct Answer : C 50 : **Personal attacks, rudeness, and disrespectful comments relate most closely to which trait required for positive workplace relations? A : Polish B : Civility C : Etiquette D : Soft skills Correct Answer : B 51 : *Face-to-face communication A : is the least rich communication channel. B : increases the likelihood of misunderstandings. C : reduces cooperation and limits problem solving during conflict. D : is the most effective of all communication channels. Correct Answer : D 52 : Which of the following statements about the power of the human voice is most accurate? A : The voice sends only verbal messages to receivers. B : Individuals can learn to change their voice to make it more effective and powerful. C : No correlation exists between the voice and perceived authority and trust. D : All answer choices are accurate statements about the human voice. 7 / 15

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    Correct Answer : B 53 : Saying words correctly and clearly with the accepted sounds and accented syllables reflects A : rate. B : pitch. C : vocal quality. D : proper pronunciation. Correct Answer : D 54 : To use your voice effectively, A : speak in a relaxed, controlled, well-pitched voice at about 125 words per minute. B : overemphasize all words to guarantee audience understanding. C : avoid listening to educated individuals to retain your speaking uniqueness. D : keep the same volume and rate while speaking. Correct Answer : A 55 : The best definition of uptalk is A : a flat or monotonous delivery. B : a rising inflection at the end of a sentence that makes statements sound like questions. C : self-gratifying comments to make you appear better than others. D : an unnaturally quick speaking pattern. Correct Answer : B 56 : **Which of the following is the best advice regarding workplace conversation? A : Always use first names when addressing supervisors, customers, and coworkers. B : Avoid social situations with coworkers. C : Bring up controversial topics to show that you follow the news. D : Learn to listen actively, expecting to learn something. Correct Answer : D 57 : Which of the following statements about workplace criticism is most accurate? A : When receiving criticism, individuals should focus on their feelings rather than on the content of the criticism. B : Most individuals like to give and receive criticism. C : Giving and receiving criticism is a normal occurrence in the business world. D : In todays workplace, only managers must give criticism. Correct Answer : C 58 : You are in a meeting receiving your performance review and are surprised that your supervisor has offered you many suggestions for improvement. How should you react to the criticism? A : Interrupt your supervisor frequently to comment on his or her suggestions so that you dont miss giving feedback on anything. B : To avoid any type of confrontation with your supervisor, agree with all comments made. C : Try to deflect blame for anything negative said to others in your department. D : Ask for clarification of comments when necessary. 8 / 15

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    Correct Answer : D 59 : You recently chaired a team implementing new federal confidentiality requirements. After implementation, you must evaluate each team members performance. Which of the following suggestions about giving constructive criticism is not accurate? A : Use language that focuses on improvement instead of problems. B : To show more compassion, be as vague as possible. C : Ask the team members for feedback. D : Discuss the behavior, not the person. Correct Answer : B 60 : Which of the following statement best provides constructive criticism? A : You seem to think that you can submit any kind of work and that it doesnt matter. B : Your work is often shoddy. C : Producing inferior work often causes this company to lose time and money. D : You need to produce work that meets this companys standards. Correct Answer : C 61 : **When a workplace message is urgent and cant wait, which of the following would be the most effective communication channel? A : E-mail B : Video conference C : Phone D : Text message Correct Answer : C 62 : What is the first thing you should do before making a business telephone call? A : Prepare an appropriate opening. B : Ask yourself if the phone call is necessary. C : Decide what youre going to say after the receiver answers. D : Write down the ideas you want to discuss so that you dont forget them. Correct Answer : B 63 : Which of the following is the best advice to follow when placing a business phone call? A : Use professional vocabulary and courteous language. B : Realize that the responsibility for ending a call lies with the caller. C : In the introduction of the phone call, name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling. D : All answer choices are good tips to follow when placing business phone calls. Correct Answer : D 64 : Which of the following demonstrates the best example when answering a telephone call? A : This is Beth. May I help you? B : Precision Integrations. Whats on your mind? C : Hello. What can I do for you? D : Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help you today? Correct Answer : D 9 / 15

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    65 : Which of the following is the best advice to follow when receiving telephone calls for others? A : Identify your colleagues whereabouts if you are answering his or her phone. B : Guarantee the caller that your colleague will return the call within a few hours. C : Verify telephone numbers and spelling of names when taking messages. D : Find your coworker immediately and report that he or she has an incoming call. Correct Answer : C 66 : Which of the following is the best example of a response when answering calls for others? A : Annette is currently participating in an important budget meeting with our board of directors. B : Were not really sure where Annette is right now, but shell return your call immediately whenever she gets back. C : Annette has run down to the ladies room for a few minutes, but she should be back soon. D : Annette is away from her desk, but I will give her your message when she returns. Correct Answer : D 67 : Elisha has just started a new job and must use a cell phone to communicate with coworkers and customers. What advice should she follow to demonstrate professional cell phone use? A : Talk openly and freely on her cell phone in any location and at any time. B : Select a unique ringtone such as the music and lyrics to her favorite song so that she can recognize when her phone is ringing. C : Speak louder so that her receiver can hear her and her ideas. D : Screen incoming calls if she is busy. Correct Answer : D 68 : The benefits of voice mail include eliminating unnecessary chit chat, telephone tag, inaccurate messages, and A : time zone barriers. B : the need for written messages. C : the necessity of a cordial, friendly greeting. D : prompt responses. Correct Answer : A 69 : **Shawn wants to be sure to exhibit cell phone etiquette. Which of the following should he avoid? A : Allowing voice mail to take routine calls when he is speaking with others. B : Making and receiving calls in public places so that he seems more accessible to coworkers. C : Speaking in low, conversational tones. D : Making calls while driving to save time. Correct Answer : B 70 : Leticia has called a client and received his voice mail. What is the best advice you can give Leticia for leaving a message? A : Hang up and call back later; her client wont want to be bothered with having to listen to a message. B : Speak as quickly as possible to make her message more concise. C : Smile when leaving her message to add warmth to her voice. 10 / 15

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    D : Leave a complete message, including confidential details about the project Leticia is working on, to make her message as useful as possible. Correct Answer : C 71 : **In the digital age, work is increasingly being viewed as ________________________ rather than a place you go. A : what you do B : who you know C : what skills you have D : what team youre on Correct Answer : A 72 : Which of the following statements about workplace teams is most accurate? A : Teams tend to respond more slowly to competition or problem solving. B : Because conflict often results, teams tend to have decreased productivity. C : Team members who are involved in the decision-making process show less resistance to change. D : Individuals tend to make better decisions than teams. Correct Answer : C 73 : In what phase of team development do teams select members, become acquainted, build trust, and form a collaborative culture? A : Storming B : Forming C : Norming D : Performing Correct Answer : B 74 : In what phase of team development do members select alternatives, analyze effects, implement their plan, and manage their project? A : Forming B : Norming C : Storming D : Performing Correct Answer : D 75 : What term describes groups of people who collaborate with one another to accomplish a shared task across space, time, and organizational boundaries using technology? A : Blogs B : Virtual teams C : Team players D : Social networking Correct Answer : B 76 : **All of the following would have a positive impact on team behavior except A : sharing leadership. B : competing for individual recognition. 11 / 15

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    C : analyzing tasks and defining problems. D : confronting conflict. Correct Answer : B 77 : The most successful workplace teams A : agree on a purpose and procedures. B : are homogeneous. C : avoid conflict. D : work independently. Correct Answer : A 78 : What is the ideal number of participants for most groups? A : Two B : Four to five C : Ten D : There is no ideal number; more is always better. Correct Answer : B 79 : Which of the following is the best advice to follow when dealing with conflict in a team? A : Look for areas of mutual agreement. B : To promote individuality, focus on the person rather than the task. C : Do not allow team members to speak their minds because too many ideas could prevent the group from reaching its goal. D : Avoid conflict completely and let the chips fall where they may. Correct Answer : A 80 : Which of the following would probably best help a group achieve its goal? A : Competition B : Individual leadership C : Emphasis on individualism D : Active listening skills Correct Answer : D 81 : **For which of the following purposes should you avoid scheduling a meeting? A : To reach a decision B : To share information C : To solicit input from others D : To address conflict Correct Answer : B 82 : What is your first task before holding a meeting? A : Deciding how and where to meet B : Preparing an agenda C : Inviting participants D : Determining your purpose Correct Answer : D 12 / 15

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    83 : When the purpose of your meeting is to solve an intense problem, what is the recommended number of meeting participants? A : Five or fewer B : Ten or fewer C : Thirty or fewer D : An unlimited number of participants Correct Answer : A 84 : A meeting agenda should include the date and place of the meeting, start and end times, a brief description of each topic with its time allotment, and A : a refreshment list. B : an explanation of the leaders position on each of the agenda topics. C : any premeeting preparation expected of participants. D : All answer choices should be included on a meeting agenda. Correct Answer : C 85 : Which of the following is the best practice for a group when it begins a meeting? A : Wait until all participants arrive. B : Give a quick recap to anyone who arrives late. C : Establish ground rules. D : Start voting on items prior to holding any discussion. Correct Answer : C 86 : How should a group leader keep a meeting progressing effectively? A : Engage in most of the talking to ensure that the meeting ends on time. B : Allow group members to digress on a topic because other topics may be beneficial to explore. C : Discourage members who monopolize the discussion. D : Summarize only at the end of the meeting. Correct Answer : C 87 : Which of the following statements about the end of a meeting is most accurate? A : A meeting should end only when participants have discussed all agenda items. B : The leader should provide a summary of accomplishments and a review of action items. C : The leader should remind participants that they are responsible for taking their own minutes. D : Participants should pass their assigned tasks on to someone who did not attend. Correct Answer : B 88 : Which of the following should be included in the minutes of a meeting? A : Action items B : Date and time of meeting C : Participants names D : All answer choices are items that should be included in the minutes of a meeting. Correct Answer : D 89 : Companies use virtual meetings to 13 / 15

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    A : save travel costs. B : reduce employee fatigue. C : connect dispersed participants. D : All answer choices provide reasons companies use virtual meetings. Correct Answer : D 90 : Jeff will be leading a virtual team meeting. What should he do to make certain that the meeting runs smoothly and professionally? A : Send text messages and check his e-mail during the meeting. B : Ensure that the technology is working for all participants before the meeting starts. C : Discourage any chitchat among team members before or after the meeting. D : Set the meeting time using Eastern Standard Time (EST). Correct Answer : B FILL IN THE BLANK 91 : **Social ____________________ points to an understanding of culture and life that helps us negotiate interpersonal and social situations. Correct Answer : intelligence 92 : Interpersonal skills such as working in teams, possessing a positive attitude, prioritizing work tasks, listening, and demonstrating workplace manners are all examples of ____________________ skills. Correct Answer : soft 93 : **____________________ refers to the sound vibration frequency (the highness or lowness) of our voices, which are most engaging when they rise and fall in conversational tones. Correct Answer : Pitch 94 : ____________________ is the habit of using a rising inflection at the end of a sentence resulting in a singsong pattern that makes statements sound like questions. Correct Answer : Uptalk 95 : The ____________________ of a phone call should name the person being called, identify the caller and his or her affiliation, and provide a brief explanation of the reason for the phone call. Correct Answer : introduction 96 : **Because anyone can gain access to it, you should not leave private or ______________________ information when leaving a voice mail message. Correct Answer : confidential 14 / 15

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    97 : According to B.A. Tuckman, when teams are in the ____________________ phase of team development, they identify problems, collect and share information, establish decision criteria, and prioritize goals. Correct Answer : storming 98 : To connect with distant team members across borders and time zones, many organizations are creating ____________________ teams. These teams work interdependently with a shared purpose across space, time, and organizational boundaries using technology. Correct Answer : virtual 99 : **To increase your own effectiveness and professionalism, you should make it a personal rule not to _________________ during meetings; this includes avoiding texting and checking e- mail. Correct Answer : multitask 100 : The ____________________ are a record of points of discussion, decisions made, and tasks assigned at a meeting. Correct Answer : minutes Powered by TCPDF (www.tcpdf.org) 15 / 15

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