Test Bank for Workplace Communications: The Basics, 8th Edition

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Test BankForWorkplace Communications: The BasicsEighth EditionGeorge J. Searles,Mohawk Valley Community CollegePrepared byKathy Riley

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iiiCONTENTSChapter 1: The Keys to Successful Communication: Purpose, Audience, Tone,and Ethics1Chapter 2: Workplace Correspondence: Memos, E-mail, Text Messages,and Business Letters9Chapter 3: Effective Visuals: Tables, Graphs, Charts, and Illustrations17Chapter 4: Short Reports: Page Design, Formats, and Types25Chapter 5: Collateral Advertising: Fliers, Brochures, Newsletters, and Websites32Chapter 6: Instructions: Guidelines, Alerts, and Procedure Descriptions39Chapter 7: Job Application Process: Online Search, Cover E-mail, Résumé, Interview,and Follow-Up47Chapter 8: Oral Presentations: Preparation and Delivery54Chapter 9: Proposals: Objectives, Types, and Formats61Chapter 10: Long Reports: Format, Collaboration, and Documentation69

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1CHAPTER1The Keys to Successful Communication: Purpose, Audience, Tone, and EthicsMULTIPLE CHOICE. Choose the one alternative that best completes the statement oranswers the question.1.Which purpose would be served by a memo asking for supplier prices on a frequentlypurchased item?a.persuasionb.creating a recordc.providing informationd.requesting informationCorrect Answer: D2.Which of the following questions is related to purpose?a.“Am I writing primarily to create a record, to request or provide information,or to persuade?”b.“Who will read what I have written?”c.“What factors might influence the readers’ response to this message?”d.“Am I writing to one person or more than one?”Correct Answer: A3.Which of the following questions relates to ethics?a.“Am I writing primarily to create a record, to request or provide information,or to persuade?”b.“Is what I am writing factually correct?”c.“What factors might influence the readers’ response to this message?”d.“What do the readers already know about this specific situation?”Correct Answer: B4.Which of the following is part of the prewriting stage of the writing process? a.considering the organization of the contentb.creating a first draft, concentrating on contentc.adjusting the tone to suit the audienced.identifying the purpose and intended audienceCorrect Answer: D5.Which of the following questions can be used to tailor a piece of writing to aparticular audience?a.“What are the readers’ job titles or responsibilities?”b.“Am I writing primarily to create a record, to request or provide information, or topersuade?”c.“What factors might influence my skill as a writer?”d.“Have I credited my information sources?”

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2Correct Answer: A6.Which of the following is part of the rewriting stage of the writing process?a.checking for ethical validityb.creating a first draft, concentrating on contentc.deciding what needs to be saidd.choosing the most appropriate formatCorrect Answer: A7.Which of the following is an accurate statement about workplace communication?a.The memo has now been almost totally replaced by texting.b.Every instance of workplace writing occurs for a specific reason.c.Every instance of workplace writing is intended for a general audience.d.Workplace writing should avoid personal pronouns such asIandyou.Correct Answer: B8.Which of the following is an example of reader-centered perspective?a.A public-opinion survey describes 55 percent of the respondents as a “substantialmajority.”b.An employee assigned to prepare a report submits a similar report written bysomeone at another company and downloaded from the Internet.c.A writer usesplease,thank you, and other polite terms.d.A writer provides detailed statistical information in a report for a generalaudience.Correct Answer: C9.What is the main problem with the Fin & Feather Pet Supplies letter in Exercise 1.3 inthe text, in which the writer discusses a malfunctioning heating unit?a.The writer fails to use polite language.b.The writer fails to tell the reader what action is required.c.The letter uses incorrect formatting for a business letter.d.The writer provides inappropriate details about the situation.CorrectAnswer: D10.What is the main problem with the e-mail to Mr. Rhodes in Exercise 1.2 in the text, inwhich the writer explains why she missed a day of work?a.The writer fails to apologize for an inappropriate action.b.The writer should have used a business letter rather than an e-mail.c.The writer provides inappropriate details about the situation.d.The subject line is not accurate.Correct Answer: C11.Which of the following is an example of a “softening” word orphrase? a.furthermore

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3b.actuallyc.if you wishd.OTOH(meaningon the other hand)Correct Answer: C12.Which of the following strategies would be appropriate when a problem has been causedby an error or oversight on your part?a.Don’t mention the error.b.State specifically what your mistake was.c.Explain how the situation will be corrected.d.Create an excuse for the mistake.Correct Answer: C13.Which of the following statements is true about whistle-blowing?a.Retaliation against the whistle-blower is easy to prove.b.The whistle-blower may return to a hostile work environment.c.Blacklisting rarely affects the whistle-blower’s future job search.d.A worker’s primary obligation is to follow an employer’s directions, even if theyseem unethical.Correct Answer: B14.Using terms deliberately chosen for their ambiguity (e.g., “customary service charges”)may create __________.a.a high-context communicationb.a hostile tonec.unethical communicationd.upward communicationCorrect Answer: C15.Which of the following raises ethical concerns in writing?a.documenting sourcesb.expressing regret about a mistakec.full disclosure of informationd.conflict of interestCorrect Answer: D16.Which of the following is true of idioms?a.They are recommended when communicating with international audiences.b.They defy direct translation.c.They are uniformly understood when communicating across varieties of thesame language (e.g., American, British, and Canadian English).d.They are recommended for highly formal communication.Correct Answer: B

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417.Which of the following follows a strategy for a positive tone?a.“Your case has been closed and will not be reopened unless you file a newclaim.”b.“Don’t call us after 3:00 p.m. on Fridays.”c.“Thank you for purchasing our product and for taking the time to contact usabout it.”d.“We feel certain that the unsatisfactory performance of your recent purchasewas caused by something you did.”Correct Answer: C18.Which of the following indicates a reader quality that places that person higher onthe pecking order?a.an introverted personalityb.more educationc.less access to informationd.greater needCorrect Answer: B19.Which of the following is true of a casual tone?a.It should not be adopted with equals.b.It should not be adopted with subordinates.c.It should maintain a “business is business” attitude.d.It may be perceived as combative.Correct Answer: C20.Which of the following is true of a casual tone?a.An excessively conversational tone should be avoided.b.It is appropriate to adopt with superiors.c.It is appropriate to include personal information, for example about leisureactivities.d.Personal pronouns should be avoided.Correct Answer: A21.Which of the following best describes a writer from the United States communicatingwith a reader from the Middle East?a.The writer is from a high-context culture, while the reader is from a low-context culture.b.The writer is from a low-context culture, while the reader is from a high-context culture.c.Both the writer and reader are from high-context cultures.d.Both the writer and reader are from low-context cultures.Correct Answer: B

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522.Which of the following best describes a writer from Asia communicating with a readerfrom the South America?a.The writer is from a high-context culture, while the reader is from a low-context culture.b.The writer is from a low-context culture, while the reader is from a high-context culture.c.Both the writer and reader are from high-context cultures.d.Both the writer and reader are from low-context cultures.Correct Answer: C23.What purpose would be served by a memo apologizing for a missing part on a recentlyshipped order and giving the reader a tracking number for a replacement part?a.persuasionb.providing informationc.obtaining informationd.requesting informationCorrect Answer: B24.Which of the following is true of business and technical communications in low-context cultures?a.They emphasize background information.b.They often contain an interpersonal component.c.They de-emphasize background information.d.They are often long-winded.Correct Answer: C25.What is the best description of the writer-audience relationship in the letter from theclaims adjustor at Southeast Insurance Company in Exercise 1.1 in the text?a.The writer holds a superior position to the reader.b.The writer holds a subordinate position to the reader.c.The writer is a peer (equal) of the reader.d.The writer doesn’t know who the reader is.Correct Answer: A26.Which of the following is true of acronyms and abbreviations frequently used in socialmedia and text messaging (e.g.,OTOHforon the other hand)?a.Most are appropriate for workplace communication.b.They will usually be readily understood by readers for whom English is nottheir native language.c.They may not be readily understood by older readers.d.They will usually be readily understood by older readers.Correct Answer: C

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627.Which of the following is true of technical acronyms specific to particular businessesand occupations?a.Most are inappropriate for workplace communication.b.They may facilitate dialogue among employees in those fields.c.They may not be readily understood by older readers.d.They may facilitate communication with a lay audience.Correct Answer: B28.Which of the following is true of business and technical communications in high-context cultures?a.They emphasize background information.b.They avoid an interpersonal component.c.They de-emphasize background information.d.They are relatively concise, compared to low-context communications.Correct Answer: A29.Which of the following is true of an executive reader?a.The reader has decision-making power.b.The reader does not possess significant prior knowledge of the field.c.The reader should be addressed using strategies appropriate for those outsideyour workplace.d.The reader doesn’t have the authority to make decisions.Correct Answer: A30.Which of the following types of communication is intended for those at your own levelin the hierarchy?a.upward communicationb.lateral communicationc.downward communicationd.outward communicationCorrect Answer: B31.Which of the following types of communication best describes a letter to someone ata company with which you do business?a.upward communicationb.lateral communicationc.downward communicationd.outward communicationCorrect Answer: D32.Which of the following types of communication best describes an e-mail to anintern you’ve been assigned to train?a.upward communicationb.lateral communication

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7c.downward communicationd.outward communicationCorrect Answer: C33.Which of the following types of communication best describes a text message replyingtoaquestion from your supervisor?a.upward communicationb.lateral communicationc.downward communicationd.outward communicationCorrect Answer: A34.Which of the following types of communication best describes a voicemail to acoworker in your department?a.upward communicationb.lateral communicationc.downward communicationd.outward communicationCorrect Answer: B35.Which of the following tactics might cause a document to fail an ethics test?a.The writer shares relevant information with coworkers.b.The writer gives credit for others’ ideas, findings, or written material.c.The writer uses terms deliberately chosen for their clarity and precision.d.The writer downplays negative aspects of a situation in order to create thedesired impression.Correct Answer: DSHORT ESSAY. Answer the questions below using what you read in the book to helpyou formulate your answers.36.Explain three strategies for making a piece of writing more reader-oriented, and givean example of each.37.Explain the advantages and disadvantages of sending business correspondence by e-mail rather than by a traditional, mailed letter.38.Analyze the e-mail from the Chief of Campus Security in Exercise 1.1 in the text interms of the principles about good tone that itviolates.39.You are reviewing a memo written by an intern whom you supervise and discoverthat the writer has included a paragraph from a competitor’s website (without anyattribution). How would you proceed?

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840.You are writing a memo to your coworkers explaining a new procedure for requestingtravel reimbursement, and, in addition, you are sending a copy to your supervisor. Whois your primary audience in this case? Explain any strategies you might use to adjustyour tone.

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9CHAPTER2Workplace Correspondence: Memos, E-mail, Text Messages, and BusinessLettersMULTIPLE CHOICE. Choose the one alternative that best completes the statementor answers the question.1.The typical purpose of a memo is to __________; as a result, its approach tends tobe __________.a.complain, directb.persuade, indirectc.request, indirectd.inform, directCorrect Answer: D2.Text messages are limited to how many characters?a.140, not including spaces and punctuation marksb.160, not including spaces and punctuation marksc.150, including spaces and punctuation marksd.160, including spaces and punctuation marksCorrect Answer: D3.What is the main purpose of a signature file in an e-mail?a.to make the e-mail seem less formalb.to identify your name and address if your e-mail name and address don’t fullyreveal your identityc.to replace the salutation traditionally used in a written business letterd.to replace the “To” line traditionally used in a memoCorrect Answer: B4.Which of these is true of communicating by text?a.Texts do not provide a record of exactly when the communication was sent.b.It’s fine to send and receive unrelated texts to others even when you’re in aface-to-face meeting with colleagues.c.It can be harder to reconstruct a “paper trail” from texts if one is needed in thefuture.d.Texts make it easy to convey the sender’s tone of voice.Correct Answer: C

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105.Which of the following is a similarity between traditional memos and e-mails?a.Both tend to be dashed off “in the heat of the moment.”b.Both can be sent to multiple readers.c.Needless correspondence is created by both.d.Both tend to be proofread carefully.Correct Answer: B6.Identify one cause of an “e-mail about e-mail.”a.mistakes caused by hasty compositionb.the use of spell-checkersc.the relative informality of e-maild.the use of text messaging instead of e-mail for relatively informalinterchangesCorrect Answer: A7.A letter-style salutation is eliminated by which of the following?a.the Subject line of an e-mailb.the complimentary close of an e-mailc.the signature block of an e-maild.the To line of an e-mailCorrect Answer: D8.Which of the following is true of an in-house e-mail, as opposed to an external e-mail?a.The tone of an in-house e-mail can be more informal.b.An in-house e-mail is usually longer and more fully developed.c.More background information is needed for an in-house e-mail.d.An in-house e-mail should use a letter-style salutation and complimentaryclose.Correct Answer: A9.Which of the following is a recommended practice when sending an attachment?a.Avoid sending an attachment under 1 MB.b.Include a sentence in the body of the e-mail referring to the attachment.c.Assume that your reader will notice the attachment without having his or herattention drawn to it.d.Use text messaging to send an attachment.Correct Answer: B10.Which of the following is recommended when replying to an e-mail sent to multiplerecipients?a.Always click Reply All.b.Reply All any time one of the recipients is your supervisor.c.Don’t click Reply All unless there is a valid reason to do so.

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11d.Reply All any time the sender is your supervisor.Correct Answer: C11.Which of the following is true about forwarding an e-mail to other readers?a.You should have the original writer’s knowledge and permission.b.It is appropriate to do so as long as you send it to only one other reader.c.It is appropriate to do so as long as the message is business-related.d.It is appropriate to do so as long as the message was sent from the reader’sbusiness e-mail address to your business e-mail address.Correct Answer: A12.Which of the following is true about personal messages?a.Many employers provide a separate e-mail “bulletin board” forannouncements such as personal sales and unwanted tickets to events.b.Personal messages may be sent as long as you do so to one recipient at a time.c.Personal messages may be sent as long as you do so only in a mass mailing.d.You are not legally responsible for the content of any personal messages.Correct Answer: A13.Which of the following is true about memos?a.Most memos take an indirect approach.b.Never send a memo that is only one sentence or paragraph.c.Typically, memos are at most 3 to 4 short paragraphs.d.Important memos should be written in all capitals.Correct Answer: C14.The Subject line of a memo is analogous to which of the following?a.a salutationb.a complimentary closec.a fax messaged.a newspaper headlineCorrect Answer: D15.Review the scenario in Exercise 2.1 in the text, asking for volunteers to work overtimeon Labor Day. In this situation, what would be the most appropriate way to send the e-mail?a.The e-mail should be sent simultaneously to all eligible employees.b.The e-mail should be sent individually to all eligible employees.c.A memo should be posted on the lunchroom bulletin board.d.The 40 employees most likely to volunteer should be contacted by voice mail,followed by an e-mail to other eligible employees if an insufficient numbervolunteer.Correct Answer: A

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1216.A standard in-house memo contains which of the following elements?a.the recipient’s office addressb.a Subject linec.a salutationd.a complimentary closeCorrect Answer: B17.An external e-mail nearly always includes a letter-style salutation andcomplimentary close, unless which of the following circumstances is true?a.The e-mail contains detailed information providing background about thereason of the current e-mail.b.Including a salutation and complimentary close will cause the e-mail toexceed one screen page in length.c.The writer and reader have established an ongoing professional relationship.d.The writer and reader are extremely busy.Correct Answer: C18.“Claim letter” is another term for what type of business letter?a.one that voices a complaintb.one that responds to a complaintc.one that authorizes a purchase order for a particular product or serviced.one that requests a payment of an overdue accountCorrect Answer: A19.“Adjustment letter” is another term for what type of business letter?a.one that voices a complaintb.one that responds to a complaintc.one that authorizes a purchase order for a particular product or serviced.one that acknowledges a favorCorrect Answer: B20.Which of the following is a correct statement about business letter format?a.Over the years, letters have been formatted in various ways.b.Today, full block style is extremely rare.c.The first line of every paragraph in full block style is indented.d.Full block style means all capitals.Correct Answer: A21.Which of the following is a correct statement about the body of a letter formatted infull block style?a.The letter is single-spaced throughout, with single spacing between the blocksof print.

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13b.The letter is double-spaced throughout, with double spacing between theblocks of print.c.The letter is single-spaced throughout, with double spacing between theblocks of print.d.The letter is double-spaced throughout, with triple spacing between the blocksof print.Correct Answer: C22.Which of the following is true of texting?a.Extreme concision (e.g., abbreviations and phonetic spelling) isrecommended for most texts.b.Generational or cultural differences between recipient and sender may leadto misunderstanding of abbreviations and phonetic spelling.c.Texts are the preferred mode of communication if the subject matter is fairlyimportant or sensitive.d.Texts are the preferred mode of communication if a permanent record isneeded.Correct Answer: B23.Which of the following is recommended as the best style for a business letter?a.Official, bureaucratic language such as “Pursuant to our agreement” isrecommended in order to create a businesslike tone.b.Direct, conversational phrasing is appropriate for most situations.c.The style of a business letter can typically be less formal than the style of anin-house memo.d.Use of abbreviations and phonetic spelling, similar to those used in texts, isnow considered appropriate for most business letters.Correct Answer: B24.Which of the following is true about e-mail and text transmissions, but not aboutletters?a.The reader’s name is fully spelled out.b.The exact date of transmission is indicated.c.The exact time of transmission is indicated.d.The writer’s name is fully spelled out.Correct Answer: C25.The term “inside address” refers to which of the following?a.the receiver’s full name, title, and addressb.the writer’s full name, title, and addressc.the preprinted letterhead on which most standard business letters are sentd.a salutation like “Dear Human Resources Department”Correct Answer: A

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