POBF Unit 1 & Unit4

In order to be understood on the telephone, a business's employees should always:

• speak from notes.

• use technical terminology.

• enunciate clearly.

• speak rapidly.

Which is not a tool that people use when participating in discussions?

• Pointing out missing information

• Sharing a personal experience

• Building on someone else's comment

• Helping the group summarize what has been said

A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:

• product ratings and grades.

• all the necessary information.

• exchange rates.

• a map of all business locations.

Individuals who are able to defend their ideas objectively provide others with:

• personal opinions.

• emotional information.

• logical evidence.

• unrelated statistics.

All calls coming into a business should end as pleasantly as possible in order to:

• provide callers with accurate information.

• make the best use of an employee's time.

• help an employee get a good review.

• leave a good last impression with callers.

What type of communication style is usually appropriate for evaluation or counseling interviews with employees?

• Casual

• Formal

• Routine

• Technical

When businesses need to formalize the information provided to employees, customers, or other businesses, they often use which type of communication?

• upward

• lateral

• written

• verbal

Which is a formatting characteristic of a full-block business letter?

• double-spacing within the paragraph

• no paragraph indents

• indented first paragraph

• using a right justification for all paragraphs

When Dawn answered the front desk telephone at her property, a female caller who sounded very upset said, "My daughter, Susan Smith, is staying at your hotel, and I need to reach her immediately because of a family emergency. Would you please give me her room number?" Dawn quickly answered, "Ms. Smith is in room 224. I will connect you." What did Dawn do wrong?

• She forgot to listen attentively to the caller.

• She did not take written notes about the call.

• She gave out a guest's room number.

• She did not answer the caller with enough courtesy.

As Kevin edits a professional report, he is not sure whether to italicize or underscore a book title. To obtain the correct information, Kevin should:

• refer to the appropriate publisher's style manual.

• ask his coworker for advice.

• look up the information in a current dictionary.

• identify the readers' preferences.