M business communication 2nd edition flatley test bank

Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages Chapter 02 Understanding the Writing Process and the Main Forms of Business Messages True / False Questions Experienced businesspeople seek strong writing skills in particular when considering whom to promote True False There is one recommended writing process that all business writers should use True False Writers should always move from planning to drafting to revising, with no backtracking True False The three essential stages in preparing any piece of writing are planning, researching, and revising True False Proofreading takes place during the ‘drafting' stage of writing a message True False Relatively inexperienced business writers should spend roughly a third of their writing time on each of the three main stages of writing (planning, drafting, revising) True False 2-1 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages Formatting decisions should not be a part of planning a message It is best to save all formatting decisions until the message has been completely written True False A message written in direct order requires a more skilful use of organization and word choice than one written in indirect order True False There are three main levels of edit, commonly referred to as revision, editing, and proofreading True False 10 Letters are the oldest form of business messages True False 11 Especially, when corresponding with an external party whom you not know well, instant messaging is an appropriate form to use True False 12 Because letters have been replaced by more modern types of messages, they are regarded as old fashioned and should be avoided True False 13 Memorandums have declined in usage and importance as emailing has become more and more popular True False 2-2 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 14 Because memorandums usually are sent and received by people who work with and know one another, they tend to use casual or informal language True False 15 Following the main heading, such as ‘Memorandum', the memorandum must have only the following four standard headings: Date, To, From, Subject True False 16 One advantage that email has over letters is that email is more confidential True False 17 The BCC in the prefatory elements of an email message stands for "backup confidential copy." True False 18 The CC in the prefatory elements of an email message stands for courtesy copy True False 19 Email is cheap as it permits unlimited use at no more than the cost of an Internet connection True False 20 If someone other than the primary recipient is to receive a courtesy copy, his or her address should be mentioned in the ‘To' field of the email True False 2-3 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 21 When writing to someone or a group you not know, it is appropriate to identify yourself early in the message True False 22 The salutations in email messages are usually the same as those used in letters True False 23 For most short, informative email messages, a recommended order is to present the most important information first True False 24 Because email tends to be informal and chatty, it would be inappropriate to send a business report by email True False 25 Colloquialisms, personal pronouns, and contractions have no place in email writing True False 26 The angle bracket (>) is commonly used in email to indicate quoted material True False 27 Shortcuts such as ‘b4' and ‘ur' serve to reduce message length and save time, so you should use them whenever possible in your email True False 28 Formal writing tends to avoid contractions and may contain no personal pronouns True False 2-4 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 29 While writing an email the writer should ensure that the sentences and the paragraphs are long True False 30 Emails are frequently written in informal tone True False 31 Because of the fast pace of email communication, grammatical correctness need not be a matter of concern True False 32 Although not widely used, the complimentary closes of business letters are appropriate in formal email messages True False 33 Flaming refers to the practice of using abusive or offensive language for writing a message True False 34 SMS stands for Special Message Service True False 35 An email should be used when the message is long, complicated, or requires negotiation True False 36 Businesses use text messaging primarily for data reporting purposes True False 2-5 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 37 Generally, use of email is inappropriate if the message contains sensitive issues, relays feelings, or attempts to resolve conflict True False 38 Abbreviations have no place in text messaging True False 39 With reference to text messaging, the abbreviation TC generally stands for ‘Take Care.' True False 40 In the context of text messaging, the emoticon :-! generally indicates yelling True False 41 A social networking site Twitter, restricts messages to 140 characters True False Multiple Choice Questions 42 It is usually more difficult to communicate successfully in writing than orally because A you not have to plan oral messages B it does not offer multiple information cues C it is harder to be indirect than direct D writing requires a more difficult vocabulary E written documents cannot be supplemented with visuals 2-6 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 43 Writing is what researchers call a " medium," which means that it does not offer the multiple information cues, feedback, and intense personal focus that face-to-face or even phone conversations offer A weak B slow C lean D expandable E strong 44 Expertise in which of the following forms of communication is most likely to be required often as people move up and more and more knowledge work? A Facial expression B Gestures C Presentation skills D Writing skills E Oral skills 45 There are essentially three stages in preparing any piece of writing: planning, _ and revising A formatting B scanning C analyzing D information collecting E drafting 46 Which of the following statements is true regarding the three stages in preparing any piece of writing? A The three essential stages in preparing any piece of writing are planning, analyzing, and revising B The three stages in writing are recursive C The three stages in writing are strictly chronological D A good rule of thumb for inexperienced writers is to spend roughly a two third of their writing time in drafting E The three stages in writing are independent of each other 2-7 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 47 The three essential stages in writing, planning, drafting, and revising, are _ A convoluted B independent C sequential D chronological E recursive 48 Samantha has written a message and she is now revising it Which of the following activities is most likely to be performed by her? A Analyzing the audience B Choosing a form C Determining goals D Proofreading E Gathering and collecting data 49 John is an inexperienced writer A good rule of thumb for him is to spend roughly _ of his writing time in drafting A one fifth B three fifth C one third D half E two third 50 Planning a written message consists of five general activities Which of the following is NOT one of those five activities? A Determining goals B Analyzing the audience C Gathering and collecting information D Analyzing and organizing information E Editing sentences and words 2-8 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 51 Robert is in the planning stage of writing a message During which of the following stages of planning he is most likely to go through past sales records and warranties? A Determining goals B Analyzing the audience C Gathering and collecting information D Analyzing and organizing information E Editing sentences and words 52 Julia is planning to write a message She has some information that her readers will want and she is planning to put it first This plan is called the _ order A chronological B direct C critical D straight E convoluted 53 William wants to communicate certain information to a client but he thinks that the information runs the risk of evoking a negative response Which of the following formats should be used by William? A Chronological order B Direct order C Critical order D Indirect order E Convoluted order 54 William wants to communicate information to a client but he thinks that the information runs the risk of evoking a negative response Which of the following formats should be used by William? A Chronological order B Direct order C Critical order D Indirect order E Convoluted order 2-9 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 55 In the analyzing and organizing stage of the writing process, if you predict that your reader's reception will be positive or neutral, you will organize in _ order A chronological B direct C indirect D random E rational 56 Michel is writing a message He is trying to find out if each word is the right one for his goals and if there are better, more concise ways of structuring his sentences He is most likely to be in the _ stage of writing a message A formatting B scanning C revising D information collecting E drafting 57 There are three main levels of edit, commonly referred to as _, editing, and proofreading A research B revision C scanning D evaluating E formatting 58 Anna is revising a document and she is looking at top-level concerns such as whether or not she has included all necessary information Anna is most likely performing which of the following levels of edit? A Research B Revision C Scanning D Proofreading E Formatting 2-10 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 50 (p 23) Planning a written message consists of five general activities Which of the following is NOT one of those five activities? A Determining goals B Analyzing the audience C Gathering and collecting information D Analyzing and organizing information E Editing sentences and words Planning activities can be grouped into five categories: determining goals; analyzing your audience; gathering and collecting information; analyzing and organizing the information; and choosing the form, channel, and format it will take AACSB: Communication Bloom's: Understand Difficulty: Easy Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Planning the Message 51 (p 24) Robert is in the planning stage of writing a message During which of the following stages of planning he is most likely to go through past sales records and warranties? A Determining goals B Analyzing the audience C Gathering and collecting information D Analyzing and organizing information E Editing sentences and words Gathering and collecting information means doing some research It involves finding past correspondence; consulting with other employees or with outside advisors; getting sales records, warranties, and product descriptions; and so forth AACSB: Reflective Thinking Bloom's: Apply Difficulty: Medium Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Planning the Message 2-34 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 52 (p 25) Julia is planning to write a message She has some information that her readers will want and she is planning to put it first This plan is called the _ order A chronological B direct C critical D straight E convoluted If you have information that your readers will want, put it first This plan is called the direct order AACSB: Reflective Thinking Bloom's: Apply Difficulty: Medium Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Planning the Message 53 (p 25) William wants to communicate certain information to a client but he thinks that the information runs the risk of evoking a negative response Which of the following formats should be used by William? A Chronological order B Direct order C Critical order D Indirect order E Convoluted order If you think your information could run the risk of evoking a negative response, you should use an indirect order, in which your message's opening prepares the reader to receive the news as positively as possible AACSB: Communication Bloom's: Apply Difficulty: Medium Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Planning the Message 2-35 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 54 (p 25) William wants to communicate information to a client but he thinks that the information runs the risk of evoking a negative response Which of the following formats should be used by William? A Chronological order B Direct order C Critical order D Indirect order E Convoluted order If you think your information could run the risk of evoking a negative response, you should use an indirect order, in which your message's opening prepares the reader to receive the news as positively as possible AACSB: Communication Bloom's: Apply Difficulty: Medium Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Planning the Message 55 (p 25) In the analyzing and organizing stage of the writing process, if you predict that your reader's reception will be positive or neutral, you will organize in _ order A chronological B direct C indirect D random E rational Direct order is appropriate for good and neutral news where the reader's reaction will be positive or neutral AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Planning the Message 2-36 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 56 (p 27) Michel is writing a message He is trying to find out if each word is the right one for his goals and if there are better, more concise ways of structuring his sentences He is most likely to be in the _ stage of writing a message A formatting B scanning C revising D information collecting E drafting Getting your draft ready for your reader requires going back over it carefully, again and again This takes place during revising AACSB: Reflective Thinking Bloom's: Remember Difficulty: Easy Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Revising 57 (p 27) There are three main levels of edit, commonly referred to as _, editing, and proofreading A research B revision C scanning D evaluating E formatting There are three main levels of edit, commonly referred to as revision, editing, and proofreading AACSB: Analytic Bloom's: Remember Difficulty: Hard Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Revising 2-37 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 58 (p 27) Anna is revising a document and she is looking at top-level concerns such as whether or not she has included all necessary information Anna is most likely performing which of the following levels of edit? A Research B Revision C Scanning D Proofreading E Formatting There are three main levels of edit, commonly referred to as revision, editing, and proofreading With revision, you look at top-level concerns such as whether or not you included all necessary information AACSB: Reflective Thinking Bloom's: Apply Difficulty: Medium Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Revising 59 (p 27) Robert is revising a document and he is looking at particular mechanical and grammatical elements such as spelling, typography, punctuation, and any particular grammar problems Identify the level of edit in the example A Research B Revision C Scanning D Proofreading E Formatting Proofreading involves looking at particular mechanical and grammatical elements such as spelling, typography, punctuation, and any particular grammar problems AACSB: Analytic Bloom's: Apply Difficulty: Easy Learning Objective: 02-01 Describe the writing process and effective writing strategies Topic: Revising 2-38 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 60 (p 28) Which of the following is the oldest form of business messages? A Letters B Magazines C Text messaging D Instant messaging E Email Letters are the oldest form of business messages AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-02 Describe the current usage of the business letter Topic: Letter 61 (p 28) Meg is planning to correspond with an external party whom she does not know well Ideally, which of the following forms of correspondence should be used by Meg in such situation? A Email B Phone call C Letter D Text message E Instant message Especially, when corresponding with an external party whom you not know well, a letter is an appropriate form to use AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-02 Describe the current usage of the business letter Topic: Letter 2-39 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 62 (p 28) _ are typically written messages exchanged by employees in the conduct of their work A Circulars B Notices C Articles D Instant messages E Memorandums Memorandums are typically written messages exchanged by employees in the conduct of their work AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-03 Describe the purpose and forms of memorandums Topic: Memorandum 63 (p 30) Which of the following is not a major advantage that email has over other forms of communication? A It eliminates "telephone tag." B It saves time C It is relatively inexpensive D It facilitates fast decisions E It is confidential Email can be read by others in the organization and is not confidential AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-04 Understand the appropriate use of email Topic: Evaluating Email's Pros and Cons 2-40 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 64 (p 30) Which of the following statements is NOT true regarding e-mails? A Email eliminates "phone tag." B Email is extremely confidential C Email permits rapid exchanges from all involved in the decisions D Email is cheap E Email doesn't communicate the sender's emotions well Email is not confidential AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-04 Understand the appropriate use of email Topic: Evaluating Email's Pros and Cons 65 (p 30) Robin wants to send copies of his email to some people other than the primary recipient in such a way that the recipient should not know who else is receiving a copy of the message In which of the following fields should Robin mention email ids of all recipients other than the primary recipient? A To B Attachment C Subject D Cc E Bcc Bcc stands for blind courtesy copy The recipient's message will not show this information; that is, he or she will not know who else is receiving a copy of the message AACSB: Reflective Thinking Bloom's: Apply Difficulty: Medium Learning Objective: 02-04 Understand the appropriate use of email Topic: Including the Prefatory Elements 2-41 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 66 (p 30) Which of the following fields describes the message? A To B Attachment C Subject D Cc E Bcc The subject line describes the message as precisely as the situation permits AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-04 Understand the appropriate use of email Topic: Including the Prefatory Elements 67 (p 30) If someone other than the primary recipient is to receive a copy of the message in such a way that the primary recipient will know who else has received a copy of the message, the sender should use the _ field A To B Attachment C Subject D Cc E Bcc If someone other than the primary recipient is to receive a courtesy copy, his or her address should be mentioned in the Cc field AACSB: Communication Bloom's: Apply Difficulty: Easy Learning Objective: 02-04 Understand the appropriate use of email Topic: Including the Prefatory Elements 2-42 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 68 (p 30) With reference to email, Cc stands for _ copy A courtesy B complimentary C conventional D certified E confidential Cc stands for courtesy copy AACSB: Communication Bloom's: Remember Difficulty: Hard Learning Objective: 02-04 Understand the appropriate use of email Topic: Including the Prefatory Elements 69 (p 31) Which of the following statements is NOT true regarding the salutations used in the email? A If the writer and reader are acquainted first name only is the rule B Salutation can be changed in subsequent messages if the person indicates that informality is desired C A friendly generic greeting such as "Greetings" is appropriate for a group of people with whom you communicate D Use of the recipient's full name is acceptable E Salutation used in emails is same as the salutations commonly used in letters The salutations commonly used in letters (Dear Mr., Dear Ms.) are rarely used in email AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-04 Understand the appropriate use of email Topic: Beginning the Message 2-43 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 70 (p 32) An email report sent to the client of a research organization should be written in which writing style? A Casual B Informal C Formal D Conversational E Flaming Formal language creates a greater distance between writer and reader than the informal style, it is appropriate to use in email messages resembling formal reports, in messages to people of higher status, and to people not known to the writer AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-04 Understand the appropriate use of email Topic: Writing the Email Message 71 (p 32) When you need to refer to a previous email message, which would NOT be appropriate? A Paraphrase the essentials B Tell your mailer to include the entire message C Quote from the original message D Send two emails - one with the original message and one with the new message E Forward the attachment from the original email message Sending two separate e-mails is inefficient and possibly confusing AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-04 Understand the appropriate use of email Topic: Writing the Email Message 2-44 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 72 (p 32) Select the sign that is used to show beginnings and endings of quoted material in email messages A < > B % % C ( ) D # # E @ @ This is the sign that has gained acceptance AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-04 Understand the appropriate use of email Topic: Writing the Email Message 73 (p 33) Which of the following is inappropriate in an email message? A Sending the entire original message in your reply B Casual language C Flaming language D A formal complimentary close such as "Sincerely" E A shortcut such as "THX" Flaming is the practice of using abusive or offensive language in email, and it has no place in business AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-04 Understand the appropriate use of email Topic: Writing the Email Message 2-45 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 74 (p 34) Most carriers limit text messaging to _ characters A 1,200 B 320 C 600 D 64 E 160 Text messaging, also called short message service (SMS), is, as its name suggests, used for sending short messages with length equal to 160 characters or less AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-05 Understand the nature and business use of text messaging Topic: Text Messaging 75 (p 34) In which of the following situations is it appropriate to use email? A The message is long, complicated, or requires negotiation B It is important to speed up the decision making process C The information is confidential or sensitive, requires security, or could be misinterpreted D The message is emotionally charged and really requires tone of voice or conversational feedback to soften the words or negotiate meaning E The message contains sensitive issues, relays feelings, or attempts to resolve conflict An email should not be used if the information is confidential, when the message is emotionally charged, or when it attempts to resolve conflict but email can speed up the decision making process AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-04 Understand the appropriate use of email Topic: Avoiding Inappropriate Use of Email 2-46 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 76 (p 35) While typing a text message, Mike used the emoticon :-0 This emoticon indicates _ A a standard smiley B frown C winking smile D yelling E foot in mouth The emoticon :-0 indicates yelling AACSB: Communication Bloom's: Apply Difficulty: Easy Learning Objective: 02-05 Understand the nature and business use of text messaging Topic: Text Messaging 77 (p 36) Instant messaging is like: A having a typed telephone conversation B writing an email message C giving a speech D posting comments to a discussion board E a voice mail Instant messages are similar to phone conversations and you should write instant messages much as you would talk in conversation with another person AACSB: Communication Bloom's: Remember Difficulty: Medium Learning Objective: 02-06 Understand how instant messaging works Topic: Instant Messaging 2-47 Chapter 02 - Understanding the Writing Process and the Main Forms of Business Messages 78 (p 36) A social networking site Twitter, restricts messages to _ characters A 60 B 110 C 140 D 175 E 190 The social networking site Twitter restricts messages to 140 characters AACSB: Communication Bloom's: Remember Difficulty: Easy Learning Objective: 02-06 Understand how instant messaging works Topic: Social networking 2-48