Test Bank For Essentials of Business Communication, 11th Edition

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TRUE/FALSE1 : Proposals are informative documents used to educate readers.A : trueB : falseCorrect Answer : B2 : All proposals should use easy-to-understand language and show the value and benefits ofthe product or services being recommended.A : trueB : falseCorrect Answer : A3 : **Because proposals are often selling products and services, they should always be writtenusing a formal tone.A : trueB : falseCorrect Answer : B4 : **In crafting the introduction to a proposal, you should avoid a hook focusing on the readersneeds because it seems manipulative.A : trueB : falseCorrect Answer : B5 : In a solicited proposal, your goal is to convince the reader that a problem exists.A : trueB : falseCorrect Answer : B6 : In the proposal, plan, and schedule section of a business proposal, your goal is to explainyour plan for solving the problem.A : trueB : falseCorrect Answer : A7 : Proposal writers should avoid mentioning staff qualifications and credentials in a formalproposal.A : trueB : falseCorrect Answer : B8 : A proposal represents a legal contract.A : trueB : false1 / 15

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Correct Answer : A9 : The conclusion of a proposal should remind the reader of the proposals key benefits andmake it easy for the reader to respond.A : trueB : falseCorrect Answer : A10 : Unlike a business proposal, a formal business report presents findings andrecommendations based on research and data analysis.A : trueB : falseCorrect Answer : A11 : The first step in preparing a report is to conduct research.A : trueB : falseCorrect Answer : B12 : **A primary goal of business report writing should be to present key findings that arerelevant to your audience.A : trueB : falseCorrect Answer : A13 : Formal report writers conduct most of their research using primary sources.A : trueB : falseCorrect Answer : B14 : A report discussing the correct procedure to process customer complaints should beorganized using a chronological order.A : trueB : falseCorrect Answer : A15 : **Focusing on the mechanics of a business report during the proofreading stage involvesassessing its overall visual appeal.A : trueB : falseCorrect Answer : B16 : Secondary data come from reading what others have published, experienced, or observed.A : trueB : false2 / 15

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Correct Answer : A17 : An advantage of secondary data over primary data is that secondary data are easier andcheaper to develop.A : trueB : falseCorrect Answer : A18 : **Because of the vast amount of information available online, print resources are no longerconsidered credible sources for business reports.A : trueB : falseCorrect Answer : B19 : A database is a collection of information stored digitally so that it is accessible bycomputers and mobile electronic devices.A : trueB : falseCorrect Answer : A20 : **Information about who sponsors a Web page is important to look for in assessing itsauthority and, in turn, its credibility.A : trueB : falseCorrect Answer : A21 : Surveys can generate primary data economically and efficiently from large groups ofpeople.A : trueB : falseCorrect Answer : A22 : *When you conduct an interview, prepare closed-ended questions to ensure a variety ofresponses.A : trueB : falseCorrect Answer : B23 : **One reason to document sources in a report is to help the reader learn more about thetopic.A : trueB : falseCorrect Answer : A24 : The only item that you must document in a report is a quotation of another persons actual3 / 15

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spoken or written words.A : trueB : falseCorrect Answer : B25 : Information that is common knowledge requires no documentation.A : trueB : falseCorrect Answer : A26 : *You can avoid plagiarism by using the grammatical structure of the original source andreplacing select words with synonyms.A : trueB : falseCorrect Answer : B27 : Direct quotations are often useful to provide objective data and to establish the severity of aproblem as seen by experts.A : trueB : falseCorrect Answer : A28 : You should assume that all intellectual property is copyrighted.A : trueB : falseCorrect Answer : A29 : Avoid the use of graphics in a report because graphics usually confuse readers.A : trueB : falseCorrect Answer : B30 : Probably the most frequently used visual aid in reports is the table.A : trueB : falseCorrect Answer : A31 : The major advantage of line charts is that they show changes over time, thus indicatingtrends.A : trueB : falseCorrect Answer : A32 : Pie charts are an effective visual to demonstrate a procedure.A : true4 / 15

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B : falseCorrect Answer : B33 : **Discussing a graphic in the text of your report is considered repetitive and should beavoided.A : trueB : falseCorrect Answer : B34 : Report graphics should include a caption or title.A : trueB : falseCorrect Answer : A35 : The front matter of a formal report refers to the preliminary sections before the bodysection.A : trueB : falseCorrect Answer : A36 : If included with a report, a letter or memo of transmittal should be written using the indirectstrategy.A : trueB : falseCorrect Answer : B37 : The purpose of a table of contents is to present an overview of the report for people whomay not have time to read the entire report.A : trueB : falseCorrect Answer : B38 : The introduction should be the principal section of a formal report.A : trueB : falseCorrect Answer : B39 : The most important section of a report to a reader is the conclusions andrecommendations.A : trueB : falseCorrect Answer : A40 : Regardless of the documentation format used, sources should be alphabetized in thebibliographic section of a report.5 / 15

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A : trueB : falseCorrect Answer : AMULTIPLE CHOICE41 : Which of the following statements is most accurate?A : Proposals are persuasive documents used to solve problems, provide services, or sellproducts.B : Proposals are always solicited.C : Proposals are informative documents used to share problems, identify emerging issues, andcategorize available resources for resolution.D : Proposals are developed for external audiences only.Correct Answer : A42 : **Lisa works for a nonprofit agency seeking funding for a community project. What type ofproposal is she likely to write to the local foundation that supports the same cause within thecommunity?A : A purchase requestB : A grant requestC : An RFPD : An internal requestCorrect Answer : B43 : A business would most likely write a request for proposal toA : advertise openings for two sales positions.B : attract new clients.C : renovate offices.D : interview job candidates.Correct Answer : C44 : An effective proposal should do all of the following exceptA : 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 aproblem.Correct Answer : D45 : You can make the introduction of a proposal more persuasive if youA : 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 : D6 / 15

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46 : In which part of a solicited proposal would you most likely convince your reader that youunderstand the problem completely?A : IntroductionB : BackgroundC : AuthorizationD : BudgetCorrect Answer : B47 : **Some proposals are solicited through an RFP, which stands forA : Request for PricingB : Requisition for PurchasingC : Request for ProposalD : Reading for ProjectCorrect Answer : C48 : What should be included in the staffing section of an informal proposal?A : Credentials and expertise of project leadersB : List of projected costsC : Copy of the RFPD : Schedule or timetable of activitiesCorrect Answer : A49 : The budget in a proposal shouldA : 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 : A50 : 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 thedeadline?A : IntroductionB : BackgroundC : Conclusion and authorizationD : ProposalCorrect Answer : C51 : Although formal reports are similar to formal proposals, a primary difference is thatA : 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 : A52 : What is the first step in writing a formal report?7 / 15

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A : Selecting an appropriate layout and formatB : Researching primary and secondary dataC : Writing a purpose statementD : Determining the length of the reportCorrect Answer : C53 : 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 : C54 : **Writing a __________________ statement can help you define the focus of your reportand keep you on target.A : formalB : proposalC : purposeD : methodsCorrect Answer : C55 : Chronological organization arranges ideas byA : time.B : order of importance.C : physical location.D : simple to complex.Correct Answer : A56 : Tanika must prepare a formal report detailing the findings of a year-long study of hercompanys new wellness program. In this report she must discuss employee absenteeism beforeand after the programs implementation. What type of organizational pattern will she likely use?A : ChronologicalB : SpatialC : Compare/ContrastD : ImportanceCorrect Answer : C57 : Tyler is writing a report that analyzes the GlobalCom, Inc., market share of cell phonesubscriptions worldwide by region. He will probably organize his reportA : chronologically by the date the cell phone subscriptions reached their maximums.B : around extensive secondary data to assure the reader that he conducted adequate researchbefore 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 : D58 : **Reviewing a reports mechanics before submission refers to checking it for8 / 15

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A : format.B : content accuracy.C : grammar and usage.D : audience-oriented tone.Correct Answer : C59 : Primary research data can be defined asA : 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 : B60 : **A newspaper article citing student input about the growing popularity of caffeinatedenergy drinks on college campuses would be considered a ________________ informationsource.A : primaryB : secondaryC : tertiaryD : scholarlyCorrect Answer : B61 : Although researchers are increasingly using electronic data, you should learn to also useprint resources becauseA : 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 : C62 : What type of print resource provides excellent in-depth, historical data?A : PeriodicalsB : Bibliographic indexesC : DatabasesD : BooksCorrect Answer : D63 : **Which of the following are considered secondary research sources?A : MagazinesB : InterviewsC : SurveysD : All of these are considered secondary sources.Correct Answer : A64 : 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, andexternal 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 resourceson the same topic.D : Perform all these tasks when assessing the credibility of a Web page.Correct Answer : D65 : **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 : A66 : Surveys, which are used to collect firsthand data, have many advantages. One advantageis thatA : 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 : C67 : Brittany is writing a business report about protecting workplace data and will be conductingan 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 terminologyof the topic.C : Use open-ended questions rather than yes-or-no questions to draw out the responses fromthe expert.D : Brittany should complete all these steps.Correct Answer : D68 : **Documenting data in business reportsA : 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 : D69 : PlagiarismA : involves using good data from reputable sources to increase your credibility and to enhancethe 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 : C70 : 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 ofMissouri.D : The Fujita-Pearson tornado scale rates tornadoes with wind speeds of 261 to 318 miles perhour as F5 storms.Correct Answer : D71 : **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 : C72 : Which of the following is not a purpose for a direct quotation?A : To duplicate exact wording before criticizing an ideaB : To repeat identical phrasing because of its precise wordingC : To add length to a researched documentD : To provide objective background informationCorrect Answer : C73 : 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 yourown.B : If you use a direct quotation, dont dilute its impact by summarizing it or introducing it in yourown words.C : Place the direct quotation in quotation marks, but change a few words to show you haveyour own ideas.D : Avoid using any direct quotations in a report.Correct Answer : A74 : All of the following are tests to determine fair use exceptA : 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 : B75 : To avoid charges of copyright infringement, you shouldA : 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 : D76 : **Graphics are important in business reports because11 / 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 : B77 : Which of the following is the most important element to consider when selecting anappropriate graphic for a report?A : Your communication channelB : Your word processing abilitiesC : Your reports organizational patternD : Your objectiveCorrect Answer : D78 : 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 : B79 : What type of graphic illustrates changes in data over time?A : Line chartB : FlowchartC : Pie chartD : TableCorrect Answer : A80 : The major advantage of line charts is that theyA : compare related items.B : present large amounts of data.C : show the proportion of parts to a whole.D : demonstrate trends.Correct Answer : D81 : 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 : B82 : In her letter to policyholders, Min Yi needs a graphic depicting the procedure a policyholderfollows when filing a claim. Which of these would be most appropriate?A : Organizational chartB : Flowchart12 / 15

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C : IllustrationD : TableCorrect Answer : B83 : 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 : A84 : All of the following are front matter components of a formal report except theA : letter or memo of transmittal.B : list of figures or tables.C : appendix.D : executive summary.Correct Answer : C85 : What is the purpose of a letter or memo of transmittal?A : To announce the topic of the reportB : To provide a list of sources used within the reportC : To introduce the writer of the reportD : To designate the parts of the reportCorrect Answer : A86 : 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 : D87 : The purpose of an executive summary is toA : 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 entiredocument.D : show the main sections of a report.Correct Answer : C88 : What information should be included in the introduction of a formal report?A : Copies of surveysB : A discussion of the report findingsC : Conclusions and recommendationsD : Explanation of the problemCorrect Answer : D13 / 15

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89 : The body of a formal report shouldA : 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 phaseof writing the report.Correct Answer : C90 : What is the best advice to follow when developing a bibliographic list of sources for a formalreport?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 eachsource used within the report.Correct Answer : CFILL IN THE BLANK91 : A(n) ____________________ is a written offer to solve problems, provide services, or sellproducts.Correct Answer : proposal92 : **A document that specifies a business or agencys requirements and solicits competitivebids from vendors is known as an RFP, which stands for ______________________.Correct Answer : request for proposal93 : A formal ____________________ is a document that analyzes findings, draws conclusions,and makes recommendations intended to solve a problem.Correct Answer : report94 : The planning of every report begins with a statement of ____________________ thatdescribes the goal, significance, and limitations of a formal report.Correct Answer : purpose95 : **Surveys, interviews, and observation are examples of ________________ research.Correct Answer : primary96 : A(n) ____________________ is a collection of information stored digitally so that it isaccessible by computers and mobile electronic devices.Correct Answer : database14 / 15

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97 : Using the ideas of someone else without giving credit is called ____________________and is unethical.Correct Answer : plagiarism98 : ____________________ involves restating an original passage in your own words and inyour own style.Correct Answer : Paraphrasing99 : Commonly shared in online environments, a(n) ___________________ is a type of visualaid that combines images and graphic elements to present complex information in a format thatis easy to understand.Correct Answer : infographic100 : A(n) ____________________ presents an overview of a longer report for people who maynot have time read the entire report.Correct Answer : executive summaryPowered by TCPDF (www.tcpdf.org)15 / 15

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TRUE/FALSE1 : Good manners and a businesslike, professional demeanor are among the top skills recruitersseek in applicants.A : trueB : falseCorrect Answer : A2 : **The term social intelligence describes desirable workplace behavior.A : trueB : falseCorrect Answer : A3 : Many businesses have established protocol procedures or policies to enforce civility.A : trueB : falseCorrect Answer : A4 : *Proper business attire and dining etiquette are no longer important to learn because manybusiness interactions now take place virtually.A : trueB : falseCorrect Answer : B5 : *Hard skills refer to personal qualities, habits, attitudes, communication skills, and socialgraces.A : trueB : falseCorrect Answer : B6 : *In todays fast-paced, competitive business world, ethical behavior is not as important as itonce was.A : trueB : falseCorrect Answer : B7 : An awareness of courtesy and etiquette can give you a competitive edge in the job market.A : trueB : falseCorrect Answer : A8 : You must demonstrate professionalism only in face-to-face interactions.A : trueB : false1 / 15

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Correct Answer : B9 : Because todays technologies provide many alternate communication channels, face-to-facecommunication is no longer important in business and professional transactions.A : trueB : falseCorrect Answer : B10 : Your vocal quality sends only verbal messages.A : trueB : falseCorrect Answer : B11 : Speakers should avoid uptalk in the workplace because it makes them appear weak andtentative.A : trueB : falseCorrect Answer : A12 : When conversing with others, always address them by their first names.A : trueB : falseCorrect Answer : B13 : If you receive constructive criticism on the job, you should focus on your feelings as muchas possible.A : trueB : falseCorrect Answer : B14 : If another person has criticized you unfairly, you should disagree respectfully andconstructively.A : trueB : falseCorrect Answer : A15 : When you deliver constructive criticism, you should use the word we instead of you to avoidsounding accusatory.A : trueB : falseCorrect Answer : A16 : You should generally deliver most constructive criticism in writing rather than in person.A : trueB : false2 / 15

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Correct Answer : B17 : E-mail has made telephone use obsolete in the corporate world.A : trueB : falseCorrect Answer : B18 : **To avoid being rude, you should not let a person know that your time is limited whenspeaking via phone.A : trueB : falseCorrect Answer : B19 : The responsibility for ending a call lies with the receiver.A : trueB : falseCorrect Answer : B20 : **When placing a call, your introduction should include three parts.A : trueB : falseCorrect Answer : A21 : You should identify the extension when transferring a call.A : trueB : falseCorrect Answer : A22 : To make your outgoing voice mail message more professional, use the computer-generated voice that comes with most systems.A : trueB : falseCorrect Answer : B23 : **When answering phone calls for others, you should provide information about colleagueswhereabouts if they are not in the office.A : trueB : falseCorrect Answer : B24 : You should try to respond to voice messages within one week.A : trueB : falseCorrect Answer : B3 / 15

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25 : Decisions made by teams promote greater buy-in from group members.A : trueB : falseCorrect Answer : A26 : In the norming phase of team development, teams discuss alternatives, evaluate outcomes,apply criteria, and prioritize alternatives.A : trueB : falseCorrect Answer : A27 : **Virtual teams have greater autonomy than co-located teams and require members whoare more self-reliant.A : trueB : falseCorrect Answer : A28 : **Providing distractions is viewed as an effective technique to deal with group differences.A : trueB : falseCorrect Answer : B29 : Groups with diverse members often produce the best decisions.A : trueB : falseCorrect Answer : A30 : **For optimal interaction, workplace teams should have 8-10 members.A : trueB : falseCorrect Answer : B31 : Effective team members view participation in a team as an opportunity to compete withothers.A : trueB : falseCorrect Answer : B32 : Effective teams often have no formal leader.A : trueB : falseCorrect Answer : A33 : Todays workers attend more meetings than ever.A : true4 / 15

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B : falseCorrect Answer : A34 : **If the purpose of a meeting is to share information, it is best to send an e-mail, textmessage, or memo rather than call a meeting.A : trueB : falseCorrect Answer : A35 : The purpose of a meeting determines the number of participants.A : trueB : falseCorrect Answer : A36 : Ground rules for a business meeting should be discussed only when a participantsbehavior is harming the progress of the agenda.A : trueB : falseCorrect Answer : B37 : **A conflict between two members of a meeting should be ignored so that the meeting canprogress as planned.A : trueB : falseCorrect Answer : B38 : **An in-person, face-to-face meeting is the richest of all available media.A : trueB : falseCorrect Answer : A39 : Meeting minutes should be distributed within two weeks after the meeting or at least twodays before the next meeting, whichever comes first.A : trueB : falseCorrect Answer : B40 : Virtual meetings save travel costs and reduce employee fatigue.A : trueB : falseCorrect Answer : AMULTIPLE CHOICE5 / 15

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41 : How do recruiters and employers view the importance of professional behavior in theworkplace?A : Although recruiters are impressed with applicants who speak and write well, a candidatestechnical expertise is all that matters.B : Good manners and a businesslike, professional demeanor are among the top skillsrecruiters 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 : B42 : **In todays digital age, professionalism requires all employees to maintain a positive____________________ presence.A : salesB : nonverbalC : onlineD : managerialCorrect Answer : C43 : A synonym for professionalism isA : hard skills.B : social acceptance.C : business etiquette.D : diversity.Correct Answer : C44 : 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 dressingappropriately or maintaining eye contact with others.Correct Answer : B45 : Jue understands that soft skills and professional polish will ensure her long-term successon the job. Which of the following is not a soft skill?A : A grasp of workplace etiquetteB : An eagerness to learnC : The ability to work effectively as part of a teamD : Proficiency in using a variety of computer software packagesCorrect Answer : D46 : Professional behavior is comprised of six dimensions, including courtesy and respect,appearance and appeal, tolerance and tact, honesty and ethics, reliability and diligence, andA : 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 : C47 : Richard wants to prove that he is diligent and reliable. What is the best advice you can givehim?A : Put all focus on his job and avoid volunteering his services to a worthy community or charitygroup.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 : C48 : **To demonstrate tolerance and tact in the workplace, which of the following should youdo?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 : D49 : **___________________ intelligence requires us to interact well, be perceptive, and showsensitivity toward others.A : AcademicB : EmotionalC : SocialD : ExecutiveCorrect Answer : C50 : **Personal attacks, rudeness, and disrespectful comments relate most closely to which traitrequired for positive workplace relations?A : PolishB : CivilityC : EtiquetteD : Soft skillsCorrect Answer : B51 : *Face-to-face communicationA : 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 : D52 : 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 : B53 : Saying words correctly and clearly with the accepted sounds and accented syllablesreflectsA : rate.B : pitch.C : vocal quality.D : proper pronunciation.Correct Answer : D54 : 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 : A55 : The best definition of uptalk isA : 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 : B56 : **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 : D57 : 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 contentof 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 : C58 : You are in a meeting receiving your performance review and are surprised that yoursupervisor has offered you many suggestions for improvement. How should you react to thecriticism?A : Interrupt your supervisor frequently to comment on his or her suggestions so that you dontmiss 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 : D59 : You recently chaired a team implementing new federal confidentiality requirements. Afterimplementation, you must evaluate each team members performance. Which of the followingsuggestions 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 : B60 : 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 : C61 : **When a workplace message is urgent and cant wait, which of the following would be themost effective communication channel?A : E-mailB : Video conferenceC : PhoneD : Text messageCorrect Answer : C62 : 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 : B63 : 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 andyour 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 : D64 : 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 : D9 / 15

Test Bank For Essentials of Business Communication, 11th Edition - Page 26 preview image

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65 : Which of the following is the best advice to follow when receiving telephone calls forothers?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 : C66 : 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 immediatelywhenever 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 : D67 : Elisha has just started a new job and must use a cell phone to communicate with coworkersand 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 canrecognize 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 : D68 : The benefits of voice mail include eliminating unnecessary chit chat, telephone tag,inaccurate messages, andA : time zone barriers.B : the need for written messages.C : the necessity of a cordial, friendly greeting.D : prompt responses.Correct Answer : A69 : **Shawn wants to be sure to exhibit cell phone etiquette. Which of the following should heavoid?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 : B70 : Leticia has called a client and received his voice mail. What is the best advice you can giveLeticia for leaving a message?A : Hang up and call back later; her client wont want to be bothered with having to listen to amessage.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

Test Bank For Essentials of Business Communication, 11th Edition - Page 27 preview image

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D : Leave a complete message, including confidential details about the project Leticia is workingon, to make her message as useful as possible.Correct Answer : C71 : **In the digital age, work is increasingly being viewed as ________________________rather than a place you go.A : what you doB : who you knowC : what skills you haveD : what team youre onCorrect Answer : A72 : 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 tochange.D : Individuals tend to make better decisions than teams.Correct Answer : C73 : In what phase of team development do teams select members, become acquainted, buildtrust, and form a collaborative culture?A : StormingB : FormingC : NormingD : PerformingCorrect Answer : B74 : In what phase of team development do members select alternatives, analyze effects,implement their plan, and manage their project?A : FormingB : NormingC : StormingD : PerformingCorrect Answer : D75 : What term describes groups of people who collaborate with one another to accomplish ashared task across space, time, and organizational boundaries using technology?A : BlogsB : Virtual teamsC : Team playersD : Social networkingCorrect Answer : B76 : **All of the following would have a positive impact on team behavior exceptA : sharing leadership.B : competing for individual recognition.11 / 15

Test Bank For Essentials of Business Communication, 11th Edition - Page 28 preview image

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C : analyzing tasks and defining problems.D : confronting conflict.Correct Answer : B77 : The most successful workplace teamsA : agree on a purpose and procedures.B : are homogeneous.C : avoid conflict.D : work independently.Correct Answer : A78 : What is the ideal number of participants for most groups?A : TwoB : Four to fiveC : TenD : There is no ideal number; more is always better.Correct Answer : B79 : 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 thegroup from reaching its goal.D : Avoid conflict completely and let the chips fall where they may.Correct Answer : A80 : Which of the following would probably best help a group achieve its goal?A : CompetitionB : Individual leadershipC : Emphasis on individualismD : Active listening skillsCorrect Answer : D81 : **For which of the following purposes should you avoid scheduling a meeting?A : To reach a decisionB : To share informationC : To solicit input from othersD : To address conflictCorrect Answer : B82 : What is your first task before holding a meeting?A : Deciding how and where to meetB : Preparing an agendaC : Inviting participantsD : Determining your purposeCorrect Answer : D12 / 15

Test Bank For Essentials of Business Communication, 11th Edition - Page 29 preview image

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83 : When the purpose of your meeting is to solve an intense problem, what is therecommended number of meeting participants?A : Five or fewerB : Ten or fewerC : Thirty or fewerD : An unlimited number of participantsCorrect Answer : A84 : A meeting agenda should include the date and place of the meeting, start and end times, abrief description of each topic with its time allotment, andA : 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 : C85 : 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 : C86 : 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 toexplore.C : Discourage members who monopolize the discussion.D : Summarize only at the end of the meeting.Correct Answer : C87 : 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 : B88 : Which of the following should be included in the minutes of a meeting?A : Action itemsB : Date and time of meetingC : Participants namesD : All answer choices are items that should be included in the minutes of a meeting.Correct Answer : D89 : Companies use virtual meetings to13 / 15

Test Bank For Essentials of Business Communication, 11th Edition - Page 30 preview image

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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 : D90 : Jeff will be leading a virtual team meeting. What should he do to make certain that themeeting 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 : BFILL IN THE BLANK91 : **Social ____________________ points to an understanding of culture and life that helpsus negotiate interpersonal and social situations.Correct Answer : intelligence92 : Interpersonal skills such as working in teams, possessing a positive attitude, prioritizingwork tasks, listening, and demonstrating workplace manners are all examples of____________________ skills.Correct Answer : soft93 : **____________________ refers to the sound vibration frequency (the highness orlowness) of our voices, which are most engaging when they rise and fall in conversationaltones.Correct Answer : Pitch94 : ____________________ is the habit of using a rising inflection at the end of a sentenceresulting in a singsong pattern that makes statements sound like questions.Correct Answer : Uptalk95 : The ____________________ of a phone call should name the person being called, identifythe caller and his or her affiliation, and provide a brief explanation of the reason for the phonecall.Correct Answer : introduction96 : **Because anyone can gain access to it, you should not leave private or______________________ information when leaving a voice mail message.Correct Answer : confidential14 / 15

Test Bank For Essentials of Business Communication, 11th Edition - Page 31 preview image

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97 : According to B.A. Tuckman, when teams are in the ____________________ phase of teamdevelopment, they identify problems, collect and share information, establish decision criteria,and prioritize goals.Correct Answer : storming98 : To connect with distant team members across borders and time zones, many organizationsare creating ____________________ teams. These teams work interdependently with a sharedpurpose across space, time, and organizational boundaries using technology.Correct Answer : virtual99 : **To increase your own effectiveness and professionalism, you should make it a personalrule not to _________________ during meetings; this includes avoiding texting and checking e-mail.Correct Answer : multitask100 : The ____________________ are a record of points of discussion, decisions made, andtasks assigned at a meeting.Correct Answer : minutesPowered by TCPDF (www.tcpdf.org)15 / 15

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