Essentials of Business Communication 8Th Canadian Edition By Mary Ellen Guffey -Test Bank
To Purchase
this Complete Test Bank with Answers Click the link Below
If face any problem or
Further information contact us At tbzuiqe@gmail.com
Sample
Test
Chapter 3—Test Bank
Composing Business Messages
DIFFICULTY (DIF) TYPE
OTHER CODES
5 = Most
difficult
Ap: Application question ANS: Answer
3 = Average
difficulty Con: Conceptual
question REF: Page Reference
1 = Least
difficult
Def: Definition
OBJ: Chapter Objective
NOT: Note (feedback/explanations)
AAC: AACSB Competencies
Multiple Choice
1. Ryan
is collecting information about trends in corporate blogging for a report he is
writing for his supervisor. This process of collecting information is called
2. scientific
experimentation.
3. information
processing.
4. research.
5. data
analysis.
ANS:
c
REF: p. 53 TYPE:
Def
DIF: 1
TOP: Collecting Information to Compose Messages
NOT: The process of gathering information is called research. Ryan must
complete his research before organizing and composing his report on corporate
blogging.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. When
collecting information before composing a business document, you should gather
information that will answer which of these questions?
3. What
does the receiver need to know about this topic?
4. What
is the receiver to do after reading this document?
5. What will happen if the receiver doesn’t
do what you’re requesting?
6. The
information you collect should answer all of these questions.
ANS:
d
REF: p. 54 TYPE:
Con
DIF: 3
TOP: Collecting Information to Compose Messages
NOT: The information you collect should answer all three of
these questions. It should also answer the question “How is the receiver to do
what you’re asking and when?”
AAC: Tier 1—Communication; Tier 2–Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Formal
research methods are generally required for what type(s) of business
document(s)?
4. Routine
e-mail messages
5. Routine
memos
6. Long
reports and complex business problems
7. All
of the above would require formal research.
ANS:
c
REF: p. 54 TYPE:
Con
DIF: 3
TOP: Formal Research Methods
NOT: Long reports and complex business problems generally
require some use of formal research methods.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Stephanie
is preparing a market analysis for her business plan. For firsthand
information, she should
5. search
manually in her local library.
6. conduct
interviews and surveys or organize a focus group.
7. search
the Internet for related Web sites.
8. review
scientific experiments conducted by experts.
ANS:
b
REF: p. 55 TYPE:
Ap
DIF: 5
TOP: Formal Research Methods
NOT: For firsthand information, Stephanie should conduct
interviews, surveys, or focus groups. Library sources, Internet sites, and
scientific experiments by others provide secondary information.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
5. Quality
Building Materials Inc. has developed a new whole-house weather blanket and
needs to determine the price point at which builders would switch to this new
product. The best research method for this is a(n)
6. manual
search of other companies’ price lists.
7. interview
with a local builder.
8. Internet
search of insulation values for weather blankets.
9. scientific
experiment that presents price choices with controlled variables.
ANS:
d
REF: p. 55 TYPE:
Ap
DIF: 5
TOP: Formal Research Methods
NOT: To find a competitive price for this new product, this
company should conduct a scientific experiment. An interview of a builder,
manual search of price lists, or Internet searches will not provide the needed
information.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
6. As
interns in human resource management, Brad and his team are using a
professionally developed questionnaire that will be administered to all
employees to collect information on workplace violence. This type of research
produces data that is considered
7. firsthand
information.
8. informal
documentation.
9. supplementary,
secondary information.
10. scientific
experimentation.
ANS:
a
REF: p. 55 TYPE: Ap
DIF: 5
TOP: Formal Research Methods
NOT: This questionnaire produces firsthand information because
the human resources team is collecting workplace violence information directly
from employees.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
7. Ahna
is sending a persuasive memo to her staff asking them to participate in the new
wellness program. Which of the following sources of information would be most
appropriate to help Ahna shape an effective persuasive message for her staff?
8. Tightly
controlled scientific experimentation
9. Library
research rooms
10. Questionnaires
and surveys of employees
11. Looking
in company files
ANS:
c
REF: p. 55 TYPE:
Ap
DIF: 5
TOP: Informal Research and Idea Generation
NOT: Questionnaires and surveys of employees will provide
information to shape a persuasive memo. Scientific experimentation, library
research, and looking in company files are unlikely to provide the needed
information.
AAC: Tier 1—Communication; Tier 2–Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
8. Many
routine writing tasks, such as composing e-mail messages or informational
reports, require that you collect information informally by
9. conducting
extensive Web research.
10. conducting
a scientific experiment.
11. looking
in the files.
12. searching
a variety of books, journals, or magazines.
ANS:
c
REF: p. 55 TYPE:
Con
DIF: 3
TOP: Informal Research and Idea Generation
NOT: Gathering information for routine writing tasks may involve
looking in the files, talking with your boss, interviewing the target audience,
conducting an informal survey, or brainstorming for ideas. Other options listed
are more formal forms of research.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. When
brainstorming to generate ideas, you should
10. critique
each idea as it comes up.
11. record
ideas without judging them.
12. always
work alone for greater efficiency.
13. allow
no more than five ideas to be discussed.
ANS: b
REF: p. 55 TYPE: Con
DIF: 3
TOP: Informal Research and Idea Generation
NOT: Brainstorming is the process of discussing and recording
ideas without judging them. Evaluations, critiques, voting, and limiting the
number of ideas can stifle ideas needed in brainstorming because brainstorming
requires an open mind. Small groups are especially fruitful in brainstorming
because people spin ideas off one another.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. You
will create messages that are clear and easy to read if you
11. proceed
free form from one idea to the next for maximum creative effect.
12. avoid
emphasizing important ideas so that readers may judge for themselves.
13. group
similar items together and emphasize important ideas.
14. do
not follow any pattern that might restrict the free flow of your ideas.
ANS:
c
REF: p. 55 TYPE:
Con
DIF: 3
TOP: Organizing to Show Relationships
NOT: Your messages will be clear and easy to read if you group
similar items together and emphasize important ideas. These techniques help
readers see relationships and follow your arguments. Free-form messages are
confusing.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
11. Organizing
data includes two processes. These processes are
12. grouping
and patterning.
13. brainstorming
and researching.
14. outlining
and drafting.
15. drafting
and editing.
ANS:
a
REF: p. 55 TYPE:
Con
DIF: 3
TOP: Organizing to Show Relationships
NOT: Organizing involves grouping similar ideas together and
creating a pattern that helps the reader understand relationships.
Brainstorming and researching occur in the previous step of writing. Drafting
and editing occur later.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
12. Organizing
your ideas into an outline is especially important when you are
13. developing
a complex project.
14. writing
a routine memo.
15. replying
quickly to an e-mail message.
16. beginning
the research phase of the writing process.
ANS:
a
REF: p. 56 TYPE:
Con
DIF: 3
TOP: Organizing to Show Relationships
NOT: You need to organize your ideas into an outline when
developing a complex project. Generally, you do not need to make an outline
before writing a routine memo or e-mail message. When collecting research, you
are not ready to outline your ideas.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
13. Which
of the following is an advantage of the direct pattern?
14. Minimizes
a negative reaction
15. Respects
the feelings of the reader
16. Saves
the reader time
17. Encourages
a fair hearing
ANS: c
REF: p.
57
TYPE: Con DIF: 3
TOP: The Direct Pattern
NOT: The direct pattern saves the reader time. The direct
pattern also sets a proper frame of mind and prevents frustration. The other
items listed are advantages of the indirect pattern.
AAC: Tier 1—Communication; Tier 2–Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Which
of the following message openings is the most direct opening for an e-mail
message announcing a new telecommuting plan?
15. A
number of employees have asked about telecommuting options.
16. Many
businesses have been implementing telecommuting programs, and we have studied
their programs extensively.
17. Rising
gas prices have led many companies to allow telecommuting, and we think this
might be a good idea for our company.
18. Our
new telecommuting program will begin on August 1.
ANS: d
REF: pp. 56-57
TYPE: Ap DIF: 5
TOP: The Direct Pattern
NOT: Of the options shown, “Our new telecommuting program will
begin on August 1” is the most direct opening. The others are more indirect
because they provide background information.
AAC: Tier 1—Communication; Tier 2–Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Yosevin
began his memo with background information and explanations before announcing a
reduction in health insurance coverage. The pattern Yosevin used is called
16. frontloading.
17. direct.
18. passive
voice.
19. indirect.
ANS:
d
REF: p. 57 TYPE:
Ap
DIF: 5
TOP: The Indirect Pattern
NOT: Yosevin has used an indirect pattern for his bad news memo.
The direct approach, also known as frontloading, would place the main idea of
health insurance coverage reduction first in the memo.
AAC: Tier 1—Communication; Tier 2–Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
16. When
you expect a reader of your message to be uninterested, unwilling, displeased,
or hostile, you should
17. put
the bad news first to get it over with.
18. begin
with the main idea.
19. explain
all background information first.
20. send
the message via e-mail, text message, or IM.
ANS:
c
REF: p. 57 TYPE:
Con
DIF: 3
TOP: The Indirect Pattern
NOT: When you expect a reader to uninterested, unwilling,
displeased, or hostile, you should place the main idea later in the message
(after the details, explanation, or evidence). You should not put bad news
first. In addition, bad news should not be sent via e-mail, text message, or
IM.
AAC: Tier 1—Communication; Tier 2–Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
17. Which
of the following is a simple sentence?
18. If
health insurance costs continue to rise, employee copays may increase.
19. Having
healthy employees decreases the cost of monthly premiums; therefore, we will be
implementing a wellness program.
20. HMO
and PPO insurance plans offer additional cost savings.
21. Because
we will be reducing employee health insurance benefits, some employees may be
unhappy; however, we must make sure that they understand the reason for the
change.
ANS:
c
REF: p. 59 TYPE:
Ap
DIF: 5
TOP: Achieving Variety With Four Sentence Types
NOT: Only the sentence “HMO and PPO insurance plans offer
additional cost savings” is a simple sentence. The sentence beginning with “if”
is a complex sentence. The sentence with the conjunction “therefore” is a
compound sentence. The sentence containing the conjunctions “Because” and
“however” is a compound-complex sentence.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
18. Which
of the following contains no sentence faults?
19. Which
is why we are considering new health insurance options.
20. HealthNet’s
coverage is extensive, and the rates are fair.
21. Review
the list of benefits, then let me know what you think.
22. Having
good health insurance is important to employees we need to keep that in mind.
ANS:
b
REF: pp. 59-60 TYPE:
Ap
DIF: 5
TOP: Avoiding Three Common Sentence Faults
NOT: Only “Health Net’s coverage is extensive, and it rates are
fair” is a complete sentence. It
is grammatically complete and makes sense standing alone. The sentence
beginning with “Which” is a fragment. The sentence beginning with “Review”
contains a comma splice. The sentence beginning with “Having” is a run-on.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
19. How
should the following be classified?
ReliaCare Health increased insurance premiums by 28 percent for our next fiscal
year, that is why we are seeking new insurance bids.
20. Complete
sentence
21. Fragment
22. Fused
or run-on sentence
23. Comma
splice
ANS:
d
REF: p. 60 TYPE:
Ap
DIF: 5
TOP: Avoiding Three Common Sentence Faults
NOT: This group of words represents a comma splice. A comma is
used to splice together two independent clauses. To remedy this fault, change
the comma to a semicolon.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
20. How
should the following be classified? Liana
called ReliaCare she also requested a new bid for health insurance premiums.
21. Complete
sentence
22. Fused
or run-on sentence
23. Fragment
24. Comma
splice
ANS:
b
REF: p. 60 TYPE:
Ap
DIF: 5
TOP: Avoiding Run-On (Fused) Sentences
NOT: This group of words represents a fused or run-on sentence.
Two independent clauses have been neither separated by punctuation nor joined
by a conjunction. To remedy this fault, separate the two clauses be placing a
semicolon or period after “called.”
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
21. To
emphasize an idea through style, place it
22. in a
simple sentence.
23. in a
dependent clause.
24. in
the middle of a sentence.
25. Any
of the above techniques would emphasize the idea.
ANS:
a
REF: pp. 61-62
TYPE: Con DIF: 3
TOP: Achieving Emphasis Through Style
NOT: To emphasize an idea through style, you may place it in a
simple sentence, in an independent clause, or first or last in a sentence.
Placing the idea in a dependent clause or in the middle of a sentence will
de-emphasize it.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
22. Which
of the following sentences is most effective in de-emphasizing the bad news?
23. Although
cash refunds are not offered, you can exchange resalable merchandise.
24. Although
you can exchange returned merchandise, cash refunds are not available.
25. Since
we only exchange merchandise, it is impossible for you to receive a cash
refund.
26. Because
of our exchange policy, you may not receive a cash refund.
ANS: a
REF: p. 62 TYPE:
Ap
DIF: 5
TOP: De-emphasizing When Necessary
NOT: “Although cash refunds are not offered, you can exchange
resalable merchandise” puts the bad news in the dependent clause and the good
news in the independent clause, where it receives emphasis. Other options
emphasize the bad news or business policy, which may anger customers.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
23. Which
of the following uses active voice in a complete sentence?
24. The
company’s rigid return policy was criticized by a few unhappy customers.
25. Because
a few unhappy customers criticized the company’s rigid return policy.
26. Managers
were told about the unhappy customers who criticized the company’s rigid return
policy.
27. A few
unhappy customers criticized the company’s rigid return policy.
ANS:
d
REF: p. 62 TYPE:
Ap
DIF: 5
TOP: Using Active and Passive Voice
NOT: The only option that includes an active-voice verb
(criticized) in a complete sentence is “A
few unhappy customers criticized the company’s rigid return policy.” The sentence
beginning with “Because” is a fragment, and the other two sentences are in the
passive voice.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
24. When
should passive voice be used in business writing?
25. When
you want to de-emphasize the action or the recipient of the action
26. When
you want to emphasize the doer of the action
27. When
you want to de-emphasize negative news
28. Never
ANS:
c
REF: p. 62 TYPE:
Con
DIF: 3
TOP: Using Active and Passive Voice
NOT: Use the passive voice to de-emphasize bad news. You can
also use passive voice to emphasize an action or the recipient of an action or
to conceal the doer of an action.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
25. Which
of the following uses parallel structure?
26. Our
new paralegal must be smart, efficient, and have flexibility.
27. The
accident shattered her pelvis, dislocated her foot, and her spinal column was
broken in three places.
28. Big
business demands superior forecasting, reporting, and analyzing.
29. A
good financial planner must be certified, competent, and must possess ethical
standards.
ANS:
c
REF: pp. 62-63 TYPE:
Ap
DIF: 5
TOP: Achieving Parallelism
NOT: Only “Big business demands superior forecasting, reporting,
and analyzing” uses parallel structure. Other
choices fail to use similar grammatical structures to express similar ideas.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
26. What
do most writers use as the first sentence in a paragraph?
27. Supporting
sentence
28. Transitional
sentence
29. Topic
sentence
30. Pivoting
sentence
ANS: c REF: p. 64
TYPE: Con DIF: 3
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
TOP: Crafting Topic Sentences
NOT: A topic sentence states the main idea of the paragraph.
Business writers generally place the topic sentence first in the paragraph
because it tells readers what to expect and helps them understand the
paragraph’s central thought immediately.
27. Paragraphs
are coherent when
28. all
sentences are written in the active voice.
29. each
sentence includes dependent and independent clauses.
30. ideas
are linked; that is, one idea leads logically to the next.
31. All
answer choices are correct.
ANS:
c
REF: p. 65 TYPE:
Def
DIF: 1
TOP: Building Paragraph Coherence
NOT: Paragraph coherence occurs when ideas are linked. For
example, the writer can use transitional phrases to show how one idea leads logically
to the next.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
28. Transitional
expressions such as next, first, and finally are useful
to show
29. cause
and effect.
30. illustration.
31. comparison
and contrast.
32. time
association.
ANS:
d
REF: p. 65 TYPE:
Ap
DIF: 5
TOP: Building Paragraph Coherence
NOT: Transitional expressions (next, first, and finally) are
useful to show time association. Effective business writers select transitional
expressions suited to the organization of the paragraph; transitional
expressions help to achieve coherence between ideas.
AAC: Tier 1—Communication; Tier 2—Standard English
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
29. Writer’s
block can best be defined as
30. a
block of time set aside to compose documents and projects.
31. the
organization of research and ideas into an outline or scratch list.
32. an
inability to produce a first draft because of poor preparation.
33. A
neighborhood in a city or town where writers live and work together.
ANS:
c
REF: p. 66 TYPE:
Def
DIF: 1
TOP: Composing the First Draft
NOT: Writer’s block is the inability to produce the first draft.
This problem typically is caused by poor or incomplete preparation in research
and organization of ideas.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
30. Most
writers can compose their business messages more effectively if they
31. have
a quiet environment in which to concentrate.
32. turn
on a TV, CD player, stereo, or other device to stimulate their thinking.
33. maintain
a normal working environment, including accepting phone calls, text messages,
IMs, and occasional visitors.
34. hold
off writing until the perfect wording forms the complete message in their
minds.
ANS: a REF: p. 66
TYPE: Con DIF: 3
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
TOP: Composing the First Draft
NOT: Most writers can write more effectively if they have a
quiet environment in which to concentrate. TVs, CD players, stereos, and other
devices are distracting, as are phone calls, text messages, IMs, and visitors.
Waiting for the perfect wording means that messages may never be written.
True-False
1. Research
is necessary only when composing formal documents.
ANS:
F
REF: p. 53 TYPE: Con
DIF: 3
TOP: Collecting Information to Compose Messages
NOT: Research is necessary before beginning to write both formal
and informal documents because the information you collect helps shape the
message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. When
you fail to collect all needed research before beginning to organize and write
your business document, you may end up starting over and reorganizing.
ANS: T
REF: p. 54
TYPE:
Con
DIF: 3
TOP: Collecting Information to Compose Messages
NOT: Careful writers complete their research before beginning to
write to avoid starting over and reorganizing.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Jonathan
is researching the financial impact of a job-sharing benefit for employees.
Talking with his boss about the possible effects of offering this benefit to
employees is an effective method of formal research.
ANS: F
REF: p.
55 TYPE:
Ap
DIF: 5
TOP: Formal Research Methods
NOT: Jonathan needs to conduct formal research on financial
impacts; talking with his boss may be helpful, but this is an informal research
method.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion
4. Most
routine business writing tasks allow you to use informal research techniques to
gather sufficient information.
ANS:
T
REF: p. 55 TYPE:
Con
DIF: 3
TOP: Informal Research and Idea Generation
NOT: Most routine tasks—such as composing e-mail messages,
memos, letters, informational reports, and oral presentations—require data that
you can collect informally.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Many
communication experts regard poor organization as the greatest failing of
business writers.
ANS:
T
REF: p. 55 TYPE:
Con
DIF: 3
TOP: Organizing to Show Relationships
NOT: Because unorganized messages fail to emphasize important
points, readers can’t see how the pieces fit together, and they become
frustrated and irritated. Therefore, many communication experts regard poor
organization as the greatest failing of business writers.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. When
you expect the reader to be pleased, mildly interested, or neutral, use the
indirect pattern of organization.
ANS:
F
REF: p. 56 TYPE:
Con
DIF: 3
TOP: The Direct Pattern
NOT: Use the direct pattern of organization when you expect your
reader to be pleased, mildly interested, or neutral. When you expect the
audience to be uninterested, unwilling, displeased, or perhaps even hostile,
the indirect pattern is more appropriate.
AAC: Tier 1—Communication; Tier 2–Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Another
name for the direct pattern is frontloading.
ANS:
T
REF: p. 57 TYPE:
Def
DIF: 1
TOP: The Direct Pattern
NOT: The direct pattern is also called frontloading because the
main idea is expressed immediately.
AAC: Tier 1—Communication; Tier 2–Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. The
indirect pattern works well with three kinds of messages: (a) bad news, (b)
ideas that require persuasion, and (c) sensitive news.
ANS:
T
REF: p. 57 TYPE:
Con
DIF: 3
TOP: The Indirect Pattern
NOT: The indirect pattern should be used for messages that
contain: (a) bad news, (b) ideas that require persuasion, and (c) sensitive
news, especially when being transmitted to superiors.
AAC: Tier 1—Communication; Tier 2–Patterns
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Comments
Post a Comment