Business and Administrative Communication A Locker 12th Edition – Test Bank
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Sample Test
Business and Administrative Communication, 12e (Locker)
Chapter 3 Building Goodwill
1) Businesses need to build goodwill only with external clients
and stakeholders.
Answer: FALSE
Explanation: Goodwill is important both internally as well
as externally. More and more organizations are realizing that treating
employees well is both financially wise and ethically sound. Happy employees
result in less staff turnover, reducing hiring and training costs.
Difficulty: 1 Easy
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
2) Thomas is giving a presentation to clients on a new line of
products. In order to reduce the distance between himself and his audience, he
should talk about the audience’s feelings toward the company and its products.
Answer: FALSE
Explanation: In most business situations, you should avoid
talking about the audience’s feelings. It is distancing to have you tell them
how they feel, especially if you are wrong.
Difficulty: 1 Easy
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
3) To build goodwill with content, you should arrange the
information to meet the audience’s needs rather than your own.
Answer: TRUE
Explanation: When organizing information to build
goodwill, you should arrange information to meet your audience’s needs, instead
of your own. You should also use headings and lists so that readers can find
key points quickly.
Difficulty: 1 Easy
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
4) While conveying bad news messages, straightforward negatives
always damage credibility.
Answer: FALSE
Explanation: With some bad news—announcements of layoffs,
product defects and recalls, and salary cuts—straightforward negatives build
credibility.
Difficulty: 1 Easy
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
5) Positive emphasis can be created by putting the negative
information in the middle of the message and presenting it concisely.
Answer: TRUE
Explanation: Positive emphasis can be created by putting
the negative information in the middle and presenting it compactly. It can also
be created by focusing on what the audience can do rather than on limitations.
Difficulty: 1 Easy
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
6) A sentence reads: “Please be patient while we fix the
technical difficulties in the system.” This sentence demonstrates the use of
double negatives.
Answer: FALSE
Explanation: The sentence “Please be patient while we fix
the technical difficulties on the system” demonstrates the use of hidden,
rather than double, negatives. Some words are not negative in themselves but
become negative in context. “Patience” may sound like a virtue, but it is a
necessary virtue only when things are slow.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
7) When you write to people you do not know well outside your
organization, it is good to address them by their first names to build a
professional relationship.
Answer: FALSE
Explanation: When you talk or write to people outside your
organization, use first names only if you’ve established a personal
relationship. If you don’t know someone well, use a courtesy title.
Difficulty: 1 Easy
Topic: Improving the Tone of Business Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
8) To make language nonracist and nonageist, a person’s race or
age should be included in your message only when it is relevant to your story.
Answer: TRUE
Explanation: Language is nonracist and nonageist when it
treats all races and ages fairly, avoiding negative stereotypes of any group.
Give someone’s race or age only if it is relevant to your story.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
9) A disability refers exclusively to a physical impairment that
interferes with the major tasks of daily living.
Answer: FALSE
Explanation: A disability is a physical, mental, sensory,
or emotional impairment that interferes with the major tasks of daily living.
Difficulty: 1 Easy
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Remember
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
10) When you produce a business document with photographs, the
photographs as a whole should show exactly 50 percent men and 50 percent women.
Answer: FALSE
Explanation: When you produce a document with photographs
or illustrations, check the visuals for possible bias. It’s OK to have
individual pictures that have just one sex or one race; the photos as a whole
do not need to show exactly 50 percent men and 50 percent women. But the
general impression should suggest that diversity is welcome and normal.
Difficulty: 1 Easy
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Remember
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
11) Which of the following statements about goodwill in business
communication is true?
1. A)
Goodwill is less important now that the majority of jobs are in service.
2. B)
Goodwill increases the challenges of business and administration.
3. C)
Goodwill is important internally, not externally.
4. D)
Goodwill helps to create less staff turnover.
5. E)
Goodwill is built exclusively by you-attitude.
Answer: D
Explanation: Goodwill helps to create less staff turnover.
Goodwill is important internally as well as externally. More and more
organizations are realizing that treating the employees well is financially
wise as well as ethically sound. Happy employees create less staff turnover,
thus reducing hiring and training costs.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
12) Which of the following does you-attitude primarily focus on?
1. A)
differentiating between audience members
2. B)
underscoring the needs of the writer or speaker
3. C)
not protecting the audience’s ego
4. D)
giving more preference to important audience members
5. E)
emphasizing the audience’s point of view
Answer: E
Explanation: You-attitude is a style of communication that
looks at things from the audience’s point of view, emphasizing what the
audience wants or needs to know, respecting the audience’s intelligence, and
protecting the audience’s ego.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
13) Revisions for you-attitude often ________ because the
revision is more specific and has more information.
1. A)
change the basic meaning of sentences
2. B)
result in crisper sentences
3. C)
result in more ambiguous sentences
4. D)
increase the wordiness of sentences
5. E)
increase the length of sentences
Answer: E
Explanation: Revisions for you-attitude often make
sentences longer because the revision is more specific and has more
information. Revisions for you-attitude, however, do not change the basic
meaning of the sentence.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
14) Which of the following best describes wordiness in a
sentence?
1. A)
adding you-attitude in a sentence
2. B) removing
all emotional words from a sentence
3. C)
reducing words in a sentence to make it concise
4. D)
having more words in a sentence than the meaning requires
5. E)
adding words to a sentence that are essential to its meaning
Answer: D
Explanation: Wordiness means having more words than the
meaning requires. It is good to add information and still keep the writing
concise.
Difficulty: 1 Easy
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
15) Sweeney’s Ice-cream advertised its new sundaes on fliers
that were distributed in malls. This initiative was successful because
customers felt that the advertisement was created especially for them. Keeping
in mind you-attitude in messages, which of the following did Sweeney’s
Ice-cream most likely say in its fliers?
1. A)
We, at Sweeney’s, are now offering fresh fruit sundaes at $5!
2. B)
There are brand new flavors available at our store on St. Marks Street!
3. C) We
are now serving the best fresh fruit sundaes in the city!
4. D)
You will be delighted to taste our latest ice creams!
5. E)
You can now try our new fresh fruit sundaes for only $5!
Answer: E
Explanation: In its fliers, Sweeney’s Ice-cream most
likely said “You can now try our new fresh fruit sundaes for only $5!” While
talking to an audience, it is important to talk about the audience instead of
yourself or the company. Your audience will want to know how they are
benefitted or affected by a product or service. While providing information, it
is thus important to make the message more complete and interesting. Also, it
is best to simply explain the situation and not predict the audience’s
response.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
16) Mateo works as a customer service representative at Asphalt
Autos. He writes a letter to a customer who has recently become a member of the
lifetime service club. Which of the following introductory statements written
by Mateo best illustrates
you-attitude?
1. A)
You are now a lifetime service club member at Asphalt Autos!
2. B)
You will be delighted to know that you have become a lifetime service club
member at Asphalt Autos.
3. C) We
at Asphalt Autos are glad to inform you that you are now a lifetime service
club member!
4. D) I
am sure you will be happy to know that you are now a part of our lifetime
service club family.
5. E) It
gives me pleasure to inform you that you are now in our lifetime service club!
Answer: A
Explanation: The introductory statement written by Mateo
that best illustrates you-attitude is “You are now a lifetime service club
member at Asphalt Autos!” In most business situations, feelings are irrelevant
to an audience and should be omitted. While communicating with them, it is best
to simply explain the situation and not predict the audience’s response.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
17) Which of the following statements about building goodwill
through communication is true?
1. A)
“You” works best in negative situations.
2. B)
“We” works well when it does not include the audience.
3. C)
“I” works well when it includes an audience or a reader.
4. D)
“I” suggests that you are concerned about personal issues.
5. E)
“I” suggests that you are concerned about the organization’s needs.
Answer: D
Explanation: “I” suggests that you are concerned about
personal issues, and not about the organization’s problems, needs, and
opportunities. “We” works well when it includes the reader and should be
avoided if it excludes the reader.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
18) While applying you-attitude, passive verbs should ideally be
used while
1. A)
discussing job roles in a project.
2. B)
reporting bad news or limitations.
3. C)
explaining the perks of a new position.
4. D)
explaining audience benefits for a product.
5. E) listing
out the incentives for selling a product.
Answer: B
Explanation: Use passive verbs and impersonal expressions
to avoid assigning blame. When you report bad news or limitations, use a noun
for a group of which your audience is a part instead of “you” so people don’t
feel that they’re singled out for bad news.
Difficulty: 1 Easy
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
19) Which of the following examples best illustrates
the correct use of passive verbs to avoid assigning blame?
1. A)
The customer order was not processed on time.
2. B)
They were not able to submit the proposal on time.
3. C) He
was perfectly capable of completing this project on time, but he didn’t.
4. D)
You made it impossible for me to add my point of view.
5. E)
You should not have taken leave without getting approval first.
Answer: A
Explanation: The statement that best illustrates the
correct use of passive verbs to avoid assigning blame is “The customer order
was not processed on time.” Use passive verbs and impersonal expressions to
avoid blaming people. Passive verbs describe the action performed on something
without necessarily saying who did it.
Difficulty: 3 Hard
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Analyze
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
20) Gregory is the owner of a sporting goods store. He
interviews 10 people for the post of store manager and eventually selects
Camila. Gregory emails Camila to let her know that she has been selected for
the post. Which of the following statements made by Gregory best conveys this
information through you-attitude?
1. A)
You’ll be happy to hear that you have been selected for the store manager’s
post.
2. B)
You have been selected for the post of store manager.
3. C)
I’m glad to inform you that I have appointed you as the store manager.
4. D) I
have decided to appoint you as the store manager.
5. E) I
have selected you for the store manager’s post.
Answer: B
Explanation: The statement made by Gregory that best
conveys you-attitude is “You have been selected for the post of store manager.”
In most business situations, a person’s feelings are irrelevant and should be
omitted. It is appropriate to talk about the person’s emotions only in messages
of congratulations or condolence.
Difficulty: 3 Hard
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
21) Which of the following sentences best exemplifies
the use of impersonal expressions?
1. A)
You have not performed well this month.
2. B)
Your department’s performance is very low.
3. C) I
am happy to inform you about your promotion.
4. D)
The incentives of all the employees have been canceled.
5. E) I
have granted you two days of leave as you requested.
Answer: D
Explanation: The sentence that best exemplifies the use of
impersonal expressions is “The incentives of all the employees have been
cancelled.” Impersonal expressions omit people and talk only about things. When
a mistake or bad news has to be reported, you can protect your audience’s ego
by using an impersonal expression, in which things, not people, do the acting.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
22) Mariam is a manager at a shipping company. Mariam’s newest
team member, Adam, is having mechanical issues with an aging fleet of vehicles.
Due to these issues, Adam is unable to meet an upcoming deadline. When Adam
reports the issue to Mariam, Mariam responds with an impersonal statement. For
the purpose of avoiding blame, which of the following statements should Mariam
use to best convey
you-attitude?
1. A)
You should really know how to repair these vehicles by now.
2. B)
This is not really my problem. You should talk to the repair team.
3. C)
You must attend a training seminar on engine repair next week.
4. D)
These vehicles have been acting up for a while now.
5. E)
Our lead mechanic has worked on these vehicles before and will be able to
resolve the problem.
Answer: D
Explanation: The statement that best illustrates
you-attitude is “These vehicles have been acting up for a while now.” Use
passive verbs and impersonal expressions to avoid blaming people. Impersonal
expressions omit people and talk only about things.
Difficulty: 3 Hard
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
23) Which of the following should you do while organizing
information that builds goodwill?
1. A)
Arrange the information to meet all of your needs.
2. B)
Use headings and lists so readers can find key points quickly.
3. C)
Present information that interests the audience in the middle of a paragraph.
4. D)
Avoid showing why information your audience didn’t ask for is important.
5. E)
Avoid anticipating an audience’s questions because it is distracting.
Answer: B
Explanation: It is important to use headings and lists so
that readers can find key points quickly. Good messages apply you-attitude
beyond the sentence level by using content and organization as well as style to
build goodwill. It is also useful to arrange information to meet the audience’s
needs, instead of your own.
Difficulty: 1 Easy
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
24) Which of the following is a technique for creating positive
emphasis in a message?
1. A)
placing the negative information at the beginning of the message
2. B)
justifying the negative information in the message by giving a reason
3. C)
using hidden negatives in the message in place of negative connotations
4. D)
focusing on the limitations of the audience so that they can be overcome
5. E)
avoiding linking the negative information in the message to an audience benefit
in any way
Answer: B
Explanation: To create positive emphasis, you should
justify negative information by giving a reason or linking it to an audience
benefit. You can also put the negative information in the middle and present it
compactly.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
25) Which of the following examples best illustrates a
sentence with a hidden negative?
1. A)
Please be patient; the issue will be resolved as soon as possible.
2. B)
The issue will be resolved within a week.
3. C)
Our new brand of cereal is healthier.
4. D)
This itinerary contains all the details of your trip, along with the fares.
5. E) If
you have questions about the registration process, please call the technical
helpline.
Answer: A
Explanation: The example that best illustrates a sentence
with a hidden negative is “Please be patient; the issue will be resolved as
soon as possible.” Some words are not negative in themselves but become
negative in context. “Patience” may sound like a virtue, but it is a necessary
virtue only when things are slow.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
26) Which of the following statements about creating positive
emphasis in a message is true?
1. A)
Linking a negative element to a benefit is good only when the audience
acknowledges it as a benefit.
2. B)
Replacing negative words with words that are exact opposites increases
accuracy.
3. C)
Removing negative words makes the sender sound arrogant and pushy.
4. D)
Using straightforward negativity in a message damages credibility.
5. E)
Putting the negative information at the end of a message is better than putting
it in the middle of a message.
Answer: A
Explanation: If a negative element is linked to a benefit,
one must make sure that it is a benefit the audiences will acknowledge. Telling
people that it is done “for their own good” should be avoided. They may have a
different notion of what their own good is.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
27) While adding positive emphasis to a message, negatives
should be placed in the ________ to de-emphasize the negative.
1. A)
first line of the message
2. B)
middle of the message
3. C)
last sentence of a paragraph
4. D)
first sentence of a paragraph
5. E)
first paragraph of the message
Answer: B
Explanation: Put the negative information in the middle
and present it compactly. Put negatives at the beginning or end only if you
want to emphasize the negative. To de-emphasize a written negative, put it in
the middle of a paragraph rather than in the first or last sentence and in the
middle of the message rather than in the first or last paragraphs.
Difficulty: 1 Easy
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
28) Edwin is a team leader at a direct mail advertising company.
He was asked to write a progress report on a client’s most recent campaign.
Although Edwin did not deliver all of the mailers on time, he was able to
communicate this to his boss using positive emphasis. Which of the following
did Edwin most likely say
to his boss?
1. A) I
worked very hard but failed to deliver the mailers on time.
2. B) It
is unfortunate that I did not complete the deliveries by the client’s specified
date.
3. C) My
inability to complete the deliveries on time may create backlogs in the
campaign.
4. D) I
have completed more than half of the deliveries and will complete the rest by
the end of the week.
5. E) I
apologize for not delivering the mailers on time; I hope to be able to send the
rest by the end of the week.
Answer: D
Explanation: The response most likely used by Edwin is “I
have completed more than half of the deliveries and will complete the rest by
the end of the week.” This approach places positive emphasis on the work
completed rather than focusing on the failure to meet the deadline. It is best
to try substituting a negative word with a more positive word. When you must
use a negative, it is recommended that you use the least negative term that
will convey the meaning.
Difficulty: 3 Hard
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
29) Which of the following is a negative word with a negative
connotation?
1. A)
eliminate
2. B)
understand
3. C)
questions
4. D)
always
5. E)
possible
Answer: A
Explanation: The negative word with a negative connotation
is “eliminate.” If you find words that are negative in a draft, try to
substitute a more positive word. When a person must use a negative, it is
recommended that the least negative term be used that will convey the meaning.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
30) An organization has been unable to raise sufficient funds
from a charity event that took place the previous week. To maintain positive
emphasis, which of the following is the least negative
way to communicate this information?
1. A) We
failed to raise enough funds from the charity event last week.
2. B) We
have been unsuccessful in collecting sufficient funds from the event.
3. C)
The weak funding plan resulted in insufficient funds from the charity event.
4. D) We
have not finished gathering funds from the charity event last week.
5. E) We
will be able to raise sufficient funds at our next charity event.
Answer: E
Explanation: The least negative way to communicate this
information is by saying “We will be able to raise sufficient funds at our next
charity event.” It is best to try to substitute a negative word with a more
positive word. When you must use a negative term, use the least negative term
that will convey your meaning.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
31) Which of the following examples uses double negatives?
1. A)
Work doubly hard to reach your targets.
2. B) It
is important to reach your sales targets.
3. C)
Never fail to reach your sales targets.
4. D)
Always ensure you reach your sales targets.
5. E)
Make sure you work hard to reach your targets.
Answer: C
Explanation: While communicating, it is best to omit
double negatives. Terms like “never fail” and “they are not going nowhere” are
examples of double negatives.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
32) Which of the following examples contains a hidden negative?
1. A) We
delivered the products you had ordered as per the schedule.
2. B)
The products you had ordered will reach you ahead of time as you requested.
3. C)
The courier service has confirmed that the delivery of the products was timely.
4. D)
The email contains the details of the delivery time and products delivered to
you.
5. E) We
hope the products you ordered have been delivered to you.
Answer: E
Explanation: The example that contains a hidden negative
is “We hope the products you ordered have been delivered to you.” Some words
are not negative in themselves but become negative in context. For instance, “I
hope” and “I trust” suggest that you are not sure.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
33) Julio is offering a benefit to an audience but only if the
audience meets certain criteria. The most positive
way for Julio to do this is to
1. A)
put the benefit first.
2. B)
put the requirement first.
3. C)
avoid mentioning the benefit.
4. D)
avoid mentioning the requirement.
5. E)
replace a negative word with a hidden negative.
Answer: A
Explanation: When you have a benefit and a requirement the
audience must meet to get the benefit, the sentence is usually more positive if
you put the benefit first.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
34) Which of the following is a way for you to check positive
emphasis?
1. A)
Recognize that it should not be so overdone that it has become insincere.
2. B)
Remember that it is appropriate in all circumstances.
3. C)
Remember that it is always realistic.
4. D)
Recognize that it should not demonstrate any kind of restraint.
5. E)
Remember that it should contain hidden negatives instead of negative words.
Answer: A
Explanation: While using positive emphasis, it is
important to check if the content is appropriate, sincere, and realistic.
Positive emphasis may sometimes be overdone, and this clouds the reality of a
situation. In addition, some bad news is so serious that presenting it with
positive tone is insensitive.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
35) Which of the following statements about positive psychology
is true?
1. A) It
promotes a workplace where praise and goodwill are part of daily
communications.
2. B) It
is closely connected with positive emphasis but not with you-attitude.
3. C) It
is implemented by providing less challenging work with a smaller variety of
tasks.
4. D) It
claims that the intensity, not frequency, of positive experiences is a better
predictor of happiness.
5. E) It
negates the role of social support because attaining social support is time
consuming.
Answer: A
Explanation: Positive psychology is a branch of psychology
that studies how to help people thrive. Its goal is to increase thriving, also
called flourishing, well-being, and happiness. A workplace that looks at its
culture from its employees’ perspectives, a culture where praise and goodwill
are part of daily communications, will help increase thriving in employees.
Difficulty: 2 Medium
Topic: Organizational Culture and Communication Networks
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
36) Amelia is a sales representative at an enterprise services
company. She receives an email from her boss stating, “All salespeople must
send their sales report by the end of the day.” Amelia is not happy about how
this statement is phrased. The most likely reason for her unhappiness is that
the way the statement is phrased is
1. A)
discriminatory.
2. B)
impolite.
3. C)
ageist.
4. D)
sexist.
5. E)
racist.
Answer: B
Explanation: The most likely reason for Amelia’s
unhappiness is that the way the statement is phrased is impolite. You need more
politeness if you’re asking for something that will inconvenience the audience
and help you more than the person who does the action. Generally, you need less
politeness when asking for something small, routine, or to the audience’s
benefit.
Difficulty: 2 Medium
Topic: Improving the Tone of Business Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
37) Which of the following is a desirable tone for business
writing?
1. A)
submissive
2. B)
forceful
3. C)
confident
4. D)
stiff
5. E)
arrogant
Answer: C
Explanation: The desirable tone for business writing is
businesslike but not stiff, friendly but not phony, confident but not arrogant,
polite but not groveling.
Difficulty: 1 Easy
Topic: Improving the Tone of Business Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
38) Sarah is the customer relationship manager at a designer
clothing store. She is drafting a letter to Loretta Franklin, a client with
whom she has established a good personal relationship over the years. Sarah
wants to inform Loretta that because of her excellent credit relationship with
their store, Loretta will receive a 25 percent discount on all of her purchases
going forward. Which of the following salutations should Sarah use to address
Loretta Franklin?
1. A)
Dear Ma’am
2. B)
Dear Mrs. Franklin
3. C)
Dear Loretta
4. D)
Dear Loretta Franklin
5. E)
Dear Mrs. Loretta Franklin
Answer: C
Explanation: Sarah should address Loretta Franklin as
“Dear Loretta.” While talking or writing to people outside your organization,
it is best to use first names only if you have established a personal
relationship. If you do not know someone well, it is good to use a courtesy
title.
Difficulty: 2 Medium
Topic: Improving the Tone of Business Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
39) Ramon is the customer service manager at Greenfield
Communications, an Internet service provider. He is writing an email in
response to a complaint the company received from a new customer, Deborah
Hayes. As Ramon does not know Deborah on a personal basis, which of the
following salutations should he use in his response?
1. A)
Dear Deborah Hayes
2. B)
Dear Mrs. Deborah Hayes
3. C)
Dear Deborah
4. D)
Dear Ms. Hayes
5. E)
Dear Mrs. Hayes
Answer: D
Explanation: Ramon should use “Dear Ms. Hayes” to address
Deborah Hayes. While talking or writing to people outside your organization, it
is best to use first names only if you have established a personal
relationship. If you do not know someone well, it is good to use a courtesy
title. When you know your reader’s name and gender, use courtesy titles that do
not indicate marital status: Mr. for men and Ms. for women. Ms. is particularly
useful when you do not know what a woman’s marital status is.
Difficulty: 2 Medium
Topic: Improving the Tone of Business Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
40) Which of the following examples illustrates the lowest level
of politeness in a message?
1. A)
Please submit your campaign report by Friday.
2. B)
Submit your campaign report by Friday at the latest.
3. C)
Your campaign reports should be submitted by Friday.
4. D)
Would you be able to submit your campaign report by Friday?
5. E) I
request you to submit your campaign report by Friday.
Answer: B
Explanation: The example that illustrates the lowest level
of politeness in a message is “Submit your campaign report by Friday at the
latest.” Generally, you need less politeness when you’re asking for something
small, routine, or to the audience’s benefit.
Difficulty: 2 Medium
Topic: Improving the Tone of Business Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Apply
AACSB: Communication; Reflective Thinking
Accessibility: Keyboard Navigation
41) Which of the following types of technology is most often
used to resolve customer complaints quickly?
1. A)
Facebook
2. B)
Snapchat
3. C)
Instagram
4. D)
Twitter
5. E)
YouTube
Answer: D
Explanation: Most organizations use a variety of
technology-based communications to create and sustain goodwill with their
customers, clients, and employees. Many companies use Facebook to enter into
dialogues with customers, Twitter to solve customer complaints quickly, or
YouTube clips to offer instructions, or even humorous content, about their
products and services.
Difficulty: 1 Easy
Topic: The Role of Social Media in Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Remember
AACSB: Communication; Technology
Accessibility: Keyboard Navigation
42) Which of the following statements about bias-free language
is true?
1. A) It
can help avoid lawsuits.
2. B) It
is unethical but legal.
3. C) It
does not comply with the law.
4. D) It
does not help to sustain goodwill.
5. E) It
can be unfair and unfriendly.
Answer: A
Explanation: It can help avoid lawsuits. Bias-free
language is language that does not discriminate against people on the basis of
sex, physical condition, race, ethnicity, age, religion, or any other category.
It includes all audience members, helps to sustain goodwill, is fair and
friendly, and complies with the law.
Difficulty: 1 Easy
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Remember
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
43) Which of the following is an example of a nonsexist job
title?
1. A)
poetess
2. B)
stewardess
3. C)
mailman
4. D)
flight attendant
5. E)
sculptress
Answer: D
Explanation: “Flight attendant” is a nonsexist job title.
Nonsexist language treats both sexes neutrally. It is important to check that
your messages are free from sexism in four areas: job titles, courtesy titles
and names, pronouns, and other words and phrases.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
44) Which of the following job titles contains gendered language?
1. A)
nurse
2. B)
pilot
3. C)
inspector
4. D)
secretary
5. E)
fireman
Answer: E
Explanation: “Fireman” is not a neutral job title. It is
important to use neutral titles that do not imply that a job is held only by
men or only by women. Job titles that are neutral are accountant, banker,
doctor, engineer, inspector, manager, nurse, pilot, secretary, and technician.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
45) A customer walks into a restaurant, sits at a table, and
calls out, “Can a waitress please take our orders?” What makes his statement
biased?
1. A) It
is feminist.
2. B) It
is gender-neutral.
3. C) It
is sexist.
4. D) It
is racist.
5. E) It
is ageist.
Answer: C
Explanation: The statement “Can a waitress please take our
orders?” is sexist. Nonsexist language treats both sexes neutrally. Messages
should be free from sexism in four areas: job titles, courtesy titles and
names, pronouns, and other words and phrases.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business communications.
Bloom’s: Analyze
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
46) In official communication, when addressing a woman you don’t
know well, it is better to
1. A)
use “Mrs.” as the courtesy title.
2. B)
use “Ms.” as the courtesy title.
3. C)
avoid a courtesy title.
4. D)
use her last name only.
5. E)
use her first name only.
Answer: B
Explanation: When a reader’s name and gender is known, it
is best to use courtesy titles that do not indicate marital status: “Mr.” for
men and “Ms.” for women. “Ms.” is particularly useful when a woman’s marital
status is not known.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
47) Esteban is a sales manager. He is in charge of welcoming a
new batch of sales executives to his organization and introducing them to the
sales team. He is meeting the new employees for the first time. When he
introduces them to the sales team, the new employees think he is being sexist.
Which of the following did Esteban most likely say?
1. A)
Please welcome Joe Boston, Brian Ellis, and Melissa West.
2. B)
Please welcome Mr. Boston, Mr. Ellis, and Ms. West.
3. C)
Please welcome Mr. Boston, Mr. Ellis, and Mrs. West.
4. D)
Please welcome Joe, Brian, and Melissa.
5. E)
Please welcome our new sales executives to the team.
Answer: C
Explanation: Esteban most likely said “Please welcome Mr.
Boston, Mr. Ellis, and Mrs. West.” When you know a reader’s name and gender,
you should use courtesy titles that do not indicate marital status. For
instance, “Mr.” for men and “Ms.” for women.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Apply
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
48) Regarding nonsexist language, which of the following
statements about courtesy titles for women is true?
1. A)
Irrespective of whether a woman is married or single, address her as “Miss.”
2. B)
When you happen to know that a woman is married, always address her as “Mrs.”
3. C) If
a woman types her name in a certain way, use the title she designates to
herself to address her.
4. D) No
matter how a woman introduces herself on the phone, always respond by
addressing her as “Miss.”
5. E) If
a woman has a professional title, use a different title than you would use for
a man in the same profession.
Answer:C
Explanation: Check the signature block in previous
correspondence. If a woman types her name as “(Miss) Elaine Anderson” or
“(Mrs.) Kay Royster,” use the title she designates. If a woman has a
professional title, use that title if you would use it for a man.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
49) When a person writing a message knows neither the name nor
the gender of the reader, the person should
1. A)
assume that the reader is female.
2. B)
send an informal message to the reader.
3. C)
find out the reader’s name and assume the reader’s gender.
4. D)
use a general group to which the reader belongs.
5. E)
omit the salutation and subject, and proceed with the body of the message.
Answer: D
Explanation: When a person writing a message knows neither
the name nor the gender of the reader, he or she can omit the salutation and
use a subject line in its place. He or she can also use the reader’s position
or job title, or use a general group to which the reader belongs.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
50) Lei is going to write an email to the hiring manager of a
publishing company, explaining why she would make a good candidate for an open
internship position. Lei does not know the name or the gender of the manager.
Which of the following salutations of polite communication is most appropriate
for Lei to use in her letter?
1. A)
Hello
2. B)
Dear Sir
3. C)
Hello Sir
4. D)
Dear Ma’am
5. E)
Dear Hiring Manager
Answer: E
Explanation: The salutation that Lei should use in her
email is “Dear Hiring Manager.” When neither the reader’s name nor gender is
known, you can omit the salutation and use a subject line in its place, use the
reader’s position or job title, or use a general group to which the reader
belongs.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Apply
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
51) Chang is the new manager of Good Eats Inc. He is required to
send an email to Alex Wales, whom he has never met. He is not sure whether Alex
is male or female. Which of the following is the most nonsexist way to address
Alex in the email?
1. A)
Dear Mr. Alex
2. B)
Mr. Alex
3. C)
Dear Mr./Mrs. Wales
4. D)
Dear Ms. Alex
5. E)
Dear Alex Wales
Answer: E
Explanation: The most nonsexist way to address Alex in the
email is “Dear Alex Wales.” When you know your reader’s name but not the
gender, either call the company and ask the receptionist, or use the reader’s
full name in the salutation.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Apply
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
52) Which of the following is most effective when trying to
eliminate sexist generic pronouns?
1. A)
avoiding the use of pronoun pairs
2. B)
avoiding the phrase “he or she”
3. C)
using plural nouns or pronouns
4. D)
mixing singular nouns and plural pronouns
5. E)
avoiding the use of “you”
Answer: C
Explanation: Business communication uses four ways to
eliminate sexist generic pronouns: using plurals, using second-person “you,”
revising the sentence to omit the pronoun, or using pronoun pairs. Whenever a
person has a choice of two or more ways to make a phrase or sentence nonsexist,
it is best to choose the alternative that is the most smooth and least
conspicuous.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
53) When talking about people with disabilities, use language
that
1. A)
detracts from the person.
2. B)
focuses on the condition.
3. C)
names the person first.
4. D)
defines the person in terms of the condition.
5. E)
demonstrates positive emphasis but not you-attitude.
Answer: C
Explanation: When talking about people with disabilities,
use people-first language to focus on the person, not the condition.
People-first language names the person first, then adds the condition.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
54) To make language nonracist and nonageist,
1. A)
refer only to some groups when mentioning race or age.
2. B)
give someone’s race or age only when you know it.
3. C)
refer to a group by the term it prefers.
4. D)
avoid changing your usage of words to define groups.
5. E)
use words that suggest that competent people are unusual.
Answer: C
Explanation: To make language nonracist and nonageist,
refer to a group by the term it prefers. As preferences change, change your
usage.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
55) Rita, the founder of a commercial real estate company, is
planning to announce several renovations to make the company office building
more accommodating to employees with visual, hearing, mobility, or cognitive
impairments. Which of the following announcements made by Rita is bias-free?
1. A) We
are installing new accommodations for all handicapped employees.
2. B) We
are installing new accommodations for all disabled employees .
3. C) We
are installing new accommodations for all employees with disabilities.
4. D) I
am happy to announce that all individuals suffering from physical disabilities
will be getting new accommodations.
5. E)
You’ll be happy to hear that all employees afflicted with physical disabilities
will be getting new accommodations.
Answer: C
Explanation: The announcement that is bias-free is “We are
installing new accommodations for all employees with disabilities.” When
talking about people with disabilities, it is best to use people-first language
to focus on the person, not the condition. People-first language names the
person first, then adds the condition.
Difficulty: 3 Hard
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Apply
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
56) List the five techniques that you, as a writer, should use
to convey you-attitude.
Answer: To convey you-attitude, use the following
techniques:
1. Talk
about the audience, not about yourself.
2. Refer
to the reader’s request or order specifically.
3. Avoid
talking about feelings, except to congratulate or offer sympathy.
4. In
positive situations, use “you” more than “I” and use “we” when it includes an
audience.
5. In
negative situations, avoid “you” in order to protect the reader’s ego. It is
best to use passive verbs and impersonal expressions in such situations.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
57) Explain passive verbs and impersonal expressions, and
describe when each should be used in a message.
Answer: Passive verbs describe the action performed on
something, without necessarily talking about who performed it. Impersonal
expressions omit people and talk only about things. It is best to use passive
verbs and impersonal expressions when an audience is at fault and when a
speaker needs to avoid assigning blame. A communicator can protect the
audience’s ego by using an impersonal expression in which things, instead of
people, do the acting.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
58) What are the three main guidelines to be followed while
organizing information to build goodwill in a message?
Answer: To build goodwill when organizing information in a
message, do the following steps:
1. Place
information that will interest an audience first in a message.
2. Arrange
information to meet the audience’s needs and not your own.
3. Use
headings and lists to help readers find key points easily.
Difficulty: 2 Medium
Topic: Using the You-Attitude or Viewpoint
Learning Objective: 03-01 Create you-attitude.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
59) What are the five techniques that help create positive
emphasis in a message?
Answer:The five techniques that help create positive emphasis in
a message are as follows:
1. Avoid
negative words and words with negative connotations.
2. Be
aware of hidden negatives.
3. Focus
on what the audience can do instead of on limitations.
4. Justify
negative data by giving a reason or linking an audience benefit to it.
5. Place
negative information in the middle and present it compactly.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
60) To maintain positive emphasis, what is the best way to place
negative information in a message?
Answer: It is best to place negative information in the
middle of a message and present it compactly. Negative information should be
placed at the beginning or end only if it needs to be emphasized. To de-emphasize
a written negative, put it in the middle of a paragraph rather than in the
first or last sentence and in the middle of the message rather than in the
first or last paragraphs. When a letter or memo runs several pages, remember
that the bottom of the first page is also a position of emphasis, even if it is
in the middle of a paragraph, because of the extra white space of the bottom
margin. (The first page gets more attention because it is on top and the
reader’s eye may catch lines of the message even when he or she isn’t
consciously reading it; the tops and bottoms of subsequent pages don’t get this
extra attention.) If possible, avoid placing negative information at the bottom
of the first page.
Giving a topic a lot of space emphasizes it. Therefore, you can
de-emphasize negative information by giving it as little space as possible.
Give negative information only once in your message. Don’t list negatives with
bulleted or numbered lists. These lists take space and emphasize material.
Difficulty: 2 Medium
Topic: Constructing and Delivering Positive Messages
Learning Objective: 03-02 Create positive emphasis.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
61) Why is tone tricky in business communication?
Answer: Tone is tricky because it interacts with context
and power. Language that is acceptable within one group may be unacceptable if
used by someone outside the group. Words that might seem friendly from a
superior to a subordinate may seem uppity if used by the subordinate to the
superior. Similarly, words that may be neutral among peers may be seen as
negative if sent by a superior to subordinate.
Difficulty: 2 Medium
Topic: Tone, Power, and Politeness
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
62) What are some of the ways in which technology can be used to
build goodwill?
Answer: There are a variety of ways to use technology to
build and maintain goodwill. Many companies use Facebook to enter into
dialogues with customers, Twitter to solve customer complaints quickly, or
YouTube clips to offer instructions, or even humorous content about their
products and services. Customized apps, hashtags, or livestreaming events can
also build goodwill by entertaining and informing customers while building
brand recognition.
Difficulty: 2 Medium
Topic: The Role of Social Media in Communications
Learning Objective: 03-03 Improve tone in business
communications.
Bloom’s: Understand
AACSB: Technology
Accessibility: Keyboard Navigation
63) To ensure bias-free communication, what should a writer do
when a person’s name or gender or both are not known? Explain with examples.
Answer: Student examples will vary. A sample answer
follows: When a writer is not aware of a reader’s name and gender, the writer
should omit the salutation and use a subject line in its place. The reader’s
position or job title, such as “Dear Public Relations Officer,” can also be used.
In addition, the writer can use a general group to which a reader belongs, such
as “Dear Investor.” On the other hand, if a person’s name is known but not the
gender, the writer should call the company and ask the receptionist. The
reader’s full name can also be used in the salutation such as “Dear Pat Riley.”
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Apply
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
64) In business communication, what are some key points to
ensure that your writing contains nonracist and nonageist language?
Answer: Language is nonracist and nonageist when it treats
all races and ages fairly, avoiding negative stereotypes of any group. While
using such language, you should ensure that someone’s race or age is used only
if it is relevant to a story. When such characteristics are mentioned, it is
important to be used for everyone in your story instead of just a few groups.
You should also refer to a group by the term it prefers. As preferences change,
usage should also be changed. It is best to avoid terms that suggest that
competent people are unusual. For instance, the statement “He is a spry
70-year-old” is inappropriate because it suggests that the writer is amazed
that anyone that old can still move.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Understand
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
65) Tanya Jenkins has recently moved to the public relations
team in her company. She has seen that Devin McLachlan, one of her new team
members, uses an assisted listening device to help overcome a hearing
disability. She has never worked with anyone in such a situation and wonders
what kind of communication she should use with him. What are some key points
she should remember while communicating with Devin to ensure that she is not
being discriminatory about his disability?
Answer: When talking with or about Devin, Tanya should use
people-first language to focus on the person instead of his condition.
People-first language names the person first and then adds the condition. It
should be used instead of the traditional noun phrases that imply the condition
defines the person. In this scenario, Tanya should use the phrase “uses a
hearing device” or “has a hearing disability” instead of “is hearing impaired”
or “is hard of hearing” because Devin’s disability is not more important than
his personhood. You-attitude takes precedence over positive emphasis; hence,
Tanya should use a term Devin prefers.
Difficulty: 2 Medium
Topic: Cultural Intelligence and Diversity in Business
Communication
Learning Objective: 03-04 Reduce bias in business
communications.
Bloom’s: Apply
AACSB: Communication; Diversity; Reflective Thinking
Accessibility: Keyboard Navigation
Business and Administrative Communication, 12e (Locker)
Chapter 5 Designing Documents
1) Visual communication and document design have little effect
on how readers understand the information being presented.
Answer: FALSE
Explanation: Poor document design is more than an
annoyance or a missed chance for pleasing aesthetics; improper design can cause
both organizations and society to suffer. Tragic events like the Challenger and Columbia space
shuttle explosions, both linked to confusing infographics, show that poorly
designed communications can cause readers to misunderstand the information
being presented to them.
Difficulty: 2 Medium
Topic: The Principles of Document Design
Learning Objective: 05-01 Why document design is
important.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
2) The same design conventions work well with all audiences.
Answer: FALSE
Explanation: Conventions may vary by audience, geographic
area, industry, company, or even department, but they do exist. Some
conventions work well with some audiences but not with others. Thus, careful
audience analysis is necessary.
Difficulty: 2 Medium
Topic: The Role of Conventions in Business Communications
Learning Objective: 05-02 Design conventions.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
3) According to communications expert Charles Kostelnick,
document creators should consider four levels of design: individual letters and
words, blocks of text, graphics, and the document as a whole.
Answer: TRUE
Explanation: Visual communications expert Charles
Kostelnick distinguishes four levels of design: intra, inter, extra, and supra.
The intra-level includes design choices for individual letters and words. The
inter-level includes design choices for blocks of text. The extra-level
includes design choices for graphics that accompany text. The supra-level
includes design choices for entire documents.
Difficulty: 1 Easy
Topic: The Principles of Document Design
Learning Objective: 05-03 The four levels of document
design.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
4) The style of a font shapes the reader’s response to a
document as much as the size of the font.
Answer: TRUE
Explanation: It is important to choose fonts carefully
because they shape a reader’s response just as font size does. Popular fonts
are Times Roman, Calibri, Palatino, Helvetica, and Arial. Each comes in various
sizes and usually in bold and italic.
Difficulty: 1 Easy
Topic: The Principles of Document Design
Learning Objective: 05-04 Design guidelines for each
level.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
5) The design process should be planned and implemented only
after one has completed writing a document.
Answer: FALSE
Explanation: Seamlessly functional, visually appealing
documents require the consideration of design at every step of the writing
process. Before you draft or even research your content, consider how the
rhetorical situation may influence design strategy.
Difficulty: 2 Medium
Topic: The Principles of Document Design
Learning Objective: 05-05 How to incorporate design into
the writing process.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
6) Accessible design is preferable, but not required.
Answer: FALSE
Explanation: Accessible design is required by the
Americans with Disabilities Act (ADA). Some examples of accessible
accommodations include closed captioning of videos and screen-reader-friendly
image tags.
Difficulty: 1 Easy
Topic: The Principles of Document Design
Learning Objective: 05-06 How to design inclusively.
Bloom’s: Remember
AACSB: Communication; Diversity
Accessibility: Keyboard Navigation
7) A document that looks appealing always works well with an
audience.
Answer: FALSE
Explanation: Just because a document has visual appeal
does not mean it is functional. Usability testing is an important step in
document design. To know whether a design is functional, it is good to test it
with an audience.
Difficulty: 2 Medium
Topic: Usability Testing of Documents
Learning Objective: 05-07 How to test your document for
usability.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
8) The information on the back of a brochure should be as
interesting and engaging as the information on the front.
Answer: TRUE
Explanation: People are more likely to read brochures if
the design engages their attention. You should even consider what would happen
if the audience doesn’t encounter your document as planned: if the brochure is
accidentally displayed upside-down, would the information on the back still
encourage someone to pick it up?
Difficulty: 1 Easy
Topic: Designing Brochures
Learning Objective: 05-08 How to design brochures.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation
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