Feedback can be improved by _______.

timing the delivery appropriately

delivering the message in person

Communication is successful only when _______.

the receiver understands an idea as the sender intended it

verbal feedback has been sent to the receiver

the sender encodes the idea and transmits the message

verbal and nonverbal feedback have been sent to the receiver

Which one of the following statements about the communication process is correct?

Feedback helps the sender know that the message was received and understood.

The use of digital networks as a means to transmit messages is declining in today's workplace.

Because the meanings of words are the same among people, participants in the communication process need not worry about their word selection or usage.

Only senders are affected by their mood, frame of reference, background, or culture.

The primary purpose for sending business messages is typically to inform or persuade. A secondary purpose should be to _______.

create documentation for legal purposes

When preparing a business message, you should make your writing audience oriented. Audience oriented means _______.

concentrating on looking at the message from the receiver's perspective

writing to solve a problem or convey information

attempting to get your audience to believe and accept your message

presenting ideas clearly but concisely

Business writing should be purposeful. In this context purposeful can best be defined as _______.

solving problems and conveying information

presenting ideas clearly and concisely

concentrating on the receiver's perspective instead of your own

getting your audience to believe and accept your message

Business writing should be economical. In this context economical can best be defined as _______.

presenting ideas clearly and concisely

concentrating on the receiver's perspective instead of your own

solving problems and conveying information

getting your audience to believe and accept your message

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and _______.

adapting your message to the audience

investigating background information

looking for previous company documents on the topic

Adapting your message to the audience involves _______.

thinking of the right words and tone to use in your message

rewriting your message several times to ensure it is clear

selecting the best research to incorporate within the message

conducting a thorough audience analysis

During the second phase of the writing process, you conduct research, _______.

organize ideas, and compose the message

clarify the audience demographics, and edit word choices

anticipate audience reaction, and adapt the message

evaluate message effectiveness, and revise as needed

In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and _______.

assess the cost of the selected delivery channel

forward the document to the publishing department

Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2) _______.

What do I hope to achieve with this message?

Why did my boss give this task to me?

How can I get this message written as quickly as possible?

Do I have enough time and financial resources to complete the work?

Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she _______.

considers what the readers are like and how they will react to the message

identifies the property's outstanding traits and describes them clearly

concentrates on the price and value of the property

writes using familiar words and a friendly, informal tone

Profiling the audience for a business message helps the writer _______.

identify the appropriate tone, language, and channel

guarantee that the audience will respond positively to the message

select slang the audience will recognize and appreciate

Travis must determine the appropriate channel for an important business message. In this context channel refers to the _______.

medium through which the message is sent

individuals who will receive the message

tone and approach needed to accomplish his purpose

Media richness refers to _______.

the extent to which a channel represents all of the information available

a message's impact on the company's bottom line

how much a communication channel costs the company to use

the receiver's actions upon receiving the message

Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week's meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael should _______.

meet in person with each team member

When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal messages and _______.

use the richest media available

select the cheapest channel to reduce costs

never use digital media such as instant or text messaging on the job

consider what media is the easiest for you to use

The primary benefit of choosing a richer medium is that _______.

the richer medium allows for greater interactivity and feedback

the message can be delivered more quickly

messages delivered with a richer medium require less preparation

the richer medium allows the sender to be more concise

Adaptation is the process of _______.

creating a message that suits the audience

impressing your audience with high-level diction and long sentences

sending feedback to the sender of a message

proofreading and editing a written message

One technique that improves business writing is the use of empathy. Empathy refers to _______.

putting yourself in the receiver's shoes to adapt the message to the receiver's needs

using inclusive language to eliminate bias

appealing to the audience by using a sender focus

formatting documents to meet business standards

Which of the following sentences focuses on audience benefits?

Register now to lock in your preferred travel dates.

We are very pleased to have you as our newest customer.

You can help us by sending us your payment immediately.

Act quickly to help us meet our year-end goals.

One of the best ways to develop audience benefits is to use the "you" view, which _______.

emphasizes second-person pronouns instead of first-person pronouns

means that all messages are written in the active voice

dictates that all sentences be written as commands

uses slang and abbreviations to personalize the message

Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now.

I have not approved your August vacation because you applied too late.

We didn't receive your application early enough for the August vacation schedule

The August vacation schedule was posted in May. You should have consulted it earlier.

Which of the following sentences demonstrates conversational business writing

I am upset about your return policy

Your return policy have provokes me to write this letter

I kindly request that my purchase be refunded forthwith

Which of the following sentences is written in active voice?

We will provide your password after you have completed the form

You will be given your password upon completing the form

Your password will be given to you after you complete the form.

Which of the following is the best example of bias-free language?

The servers at Cafe Divine are always professional.

Two firemen will collect the toy donations.

Every flight attendant must submit her security clearance card before boarding.

All managers and their wives are invited to Friday's cocktail party.

Positive language in business messages

tell what is and what can be done

is an attempt to mislead readers

conveys less information than negative language

grants the reader all requests or demands

Which of the following represents the best business writing?

You can return all resalable merchandise for a store credit.

We regret that we are unable to accept you as a credit customer at this time.

You will never be sorry that you opened a checking account with our bank.

We cannot accept the returned merchandise because it is not resalable.

Which of the following represents a courteous approach to writing business messages?

Turn demands into rhetorical questions.

Use words that sound demanding or authoritative.

Express legitimate emotions of anger and frustration.

Which of the following would help to create a conversational but professional tone in a business message?

Familiar words and personal pronouns

Technical terms to establish the writer's industry knowledge

Frequent abbreviations such as IMHO and BTW

Which of the following demonstrates non-gender-biased business writing?

The office personnel will assist you with your forms.

The company’s executives and their wives will attend the Reno conference

All salesmen must meet monthly sales quotas.

The female attorney graduated from Yale

Which of the following sentences demonstrates recommended use of pronouns in business writing?

All physicians must carry their own malpractice insurance.

Every physician must carry his own malpractice insurance.

Every physician must carry their own malpractice insurance .

Every physician must carry his or her own malpractice insurance.

Which of the following demonstrates effective business writing?

A record number of Japanese investors are purchasing real estate in the United States.

An Asian CEO was the keynote speaker.

An African-American man was the next customer.

Mr. Hernandez, a Mexican, is my boss.

Which one of the following suggestions about using jargon in a business writing should you follow?

Jargon should be used only when the audience will understand it.

Jargon should never be used in business writing.

Jargon can always be used in a business writing because it is generally understood by both insiders and outsiders within a field.

Effective business communicators know to include some jargon within any message to demonstrate their intelligence and command of the English language.

Which of the following is most acceptable for business writing?

Sheila will examine the job proposal carefully.

Please think about the new insurance option.

Caltrek experienced a change in profits during the last fiscal year.

Retailers can expect to pay higher amounts for their goods and services.

Chapter 2

Authored by Quỳnh Trần

English

University

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100 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Communication is defined as "the transmission of information and meaning from a sender to a receiver." The crucial element of this definition is _______.

transmission

information

meaning

individual

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The communication process begins when the sender _______.

determines the appropriate communication channel

has an idea

encodes an idea into a message

plans for feedback

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Converting ideas into words or gestures to convey meaning is called _______.

feedback

decoding

encoding

nonverbal communication

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A communication channel _______.

is anything that interrupts the transmission of a message

should be selected before idea formation

includes only digital means for transmitting messages

is the medium over which the message travels

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following helps improve the communication process?

The sender selecting the best communication channel

The receiver decoding the message

The receiver providing clear and complete feedback

The sender encoding the message

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The process of translating a message from its symbol form into meaning is called _______.

feedback

decoding

encoding

noise

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Communication noise _______.

occurs only with the sender in the communication process

includes only environmentally produced sounds that prevent the message from being transmitted

is anything that interrupts the transmission of a message

describes the medium over which the message travels

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