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WorksheetsPOP QUIZ POB
Total questions: 15
Worksheet time: 8mins
The following appears at the end of all of Douglas's outgoing e-mails:
Douglas S. Glenn
Assistant Manager
The Creekside Cafe
4422 Clear Creak Road, Danville, TN 44882
(774) 555-2047
msglenn@creeksidecafe.com
This information is Douglas's e-mail:
etiquette
attachment
carbon copy
signature
In order to be understood on the telephone, a business's employees should always:
speak from notes
enunciate clearly
speak rapidly
use technical terminology
Which is not a tool that people use when participating in a discussion?
Helping the group summarize what has been said.
Pointing out missing information.
Sharing personal experience.
Building on someone else's comment.
A business that writes letters to customers to confirm their orders or requests should make sure that the letters contain:
product rating 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:
emotional information
logical evidence
unrelated statistics
personal opinions
All calls coming into a business should end as pleasantly as possible in order to:
provide callers with accurate information.
help an employee get a good review.
leave a good last impression with callers.
make the best use of an employee's time.
What type of communication style is usually appropriate for evaluation or counseling interviews with employees?
Casual
Formal
Routine
Technical
Which is a reason why it is important to organize information before preparing a business report?
To investigate the cause of the problem.
To arrange findings in a logical manner.
To understand the purpose of the report.
To identify the target audience.
As Karen edits a professional report, she is not sure whether to italicize or underscore a book title. To obtain the correct information, Karen should:
Refer to the appropriate publisher's style manual.
Ask her coworker for advice.
Look up the information in a current dictionary.
Identify the readers' preferences.
Which is a formatting characteristic of a full-block business letter?
Double-spacing within the paragraph
Indented first paragraph
No paragraph indents
Using a right justification for all paragraphs
When businesses need to formalize the information provided to employees, customer, or other businesses, they often use which type of communication?
Upward
Lateral
Written
Verbal
When Kyle answered the front desk telephone at his 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?" Kyle quickly answered, "Ms. Smith is in room 224. I will connect you." What did Kyle do wrong?
He gave out a guest's room number.
He forgot to listen attentively to the caller.
He did not take written notes about the call.
He did not answer the caller with enough courtesy.
To be able to explain and defend their ideas objectively to others, individuals usually need to have which type of effective skills?
Computer
Reading
Technical
Verbal
Janet had to write a letter of termination for one of her employees. Which aspect of business written communication is she using?
Informative
Persuasive
Negative
Indirect
The project manager sent a memo to her/his team outlining the project goals and task items to achieve the goals. Which aspect of business written communication is being used?
Results oriented
Information
Indirect
Persuasive
