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WorksheetsWorkplace Communications II Semester Exam Review (2026)
Total questions: 87
Worksheet time: 44mins
Name
Class
Date
1.
In the broadest sense, all writing is a form of summary
a)
False
b)
True
2.
In the broadest sense, all writing is a form of summary
a)
False
b)
True
3.
Summary refers to a brief statement of the essential content of something heard, seen, or read
a)
true
b)
false
4.
All workplace writing should be worded with the most difficult terms
a)
True
b)
False
5.
A summary is not meant to stand alone
a)
True
b)
False
6.
Action verbs are best
a)
true
b)
False
7.
Writer will insert subjective value judgment throughout the summary
a)
Descriptive
b)
Evaluative
c)
Informative
8.
Presents the document’s content in a greatly compressed form
a)
Evaluative
b)
Descriptive
c)
Informative
9.
Main purpose is to help the reader determine whether the document summarized is of any potential use in a given situation
a)
Evaluative
b)
Descriptive
c)
Informative
10.
Includes the document’s conclusions and recommendations
a)
Evaluative
b)
Descriptive
c)
Informative
11.
Actually allows the reader to skip the original altogether
a)
Informative
b)
Descriptive
c)
Evaluative
12.
Fully developed and includes the writer’s personal assessment of the original document.
a)
Evaluative
b)
Descriptive
c)
Informative
13.
Similar to a table of contents but in paragraph form
a)
Evaluative
b)
Descriptive
c)
Informative
14.
Most common type of summary..
a)
Evaluative
b)
Informative
c)
Descriptive
15.
When people declare themselves independent of their political ties, they should give reasons. Governments are formed to protect equality and rights, including life, liberty and the pursuit of happiness. If the government does not do this, people can change the government.
Type of Summary: ______
a)
Evaluative
b)
Descriptive
c)
Informative
16.
Jefferson opens the Declaration of Independence by stating that a country declaring independence needs to give its reasons. He goes on to discuss the purposes of government in protecting individual rights and the legitimacy of change if the government does not live up to its obligations.
a)
Evaluative
b)
Descriptive
c)
Informative
17.
Therefore, the 15% increase in smart speaker sales suggest that widespread adoption of these devices in the US is only a matter of time.
a)
Evaluative
b)
Descriptive
c)
Informative
18.
Water consists of minerals such as magnesium, calcium, and potassium.
a)
Evaluative
b)
Descriptive
c)
Informative
19.
Thus, due to these ongoing safety hazards, it is unlikely that driverless cars will be a prominent feature on road in 2031.
a)
Evaluative
b)
Descriptive
c)
Informative
20.
Explains how to perform a generic task.
a)
Instructions
b)
Procedure Descriptions
21.
Instructions are specifically written for an audience to follow, step-by-step, to complete a process
a)
Procedure Descriptions
b)
Instructions
22.
Procedure descriptions are written to provide the reader with background information on how a process is or was accomplished.
a)
True
b)
False
23.
Requesting vacation days, balancing a checkbook are examples of......
a)
Procedure Descriptions
b)
Instructions
24.
Assembly instructions are an example of .......
a)
Procedure Descriptions
b)
Instructions
25.
Writing instructions are actually the easiest kinds of writing to compose.
a)
True
b)
False
26.
Conclusions are often in the form of a troubleshooting section.
a)
True
b)
False
27.
Components of writing instructions
(choose all that apply)
a)
Brief introduction
b)
List of materials needed
c)
Numbered and step-by-step
d)
Brief conclusion
e)
leave out visuals
28.
A good way to determine the effectiveness of a set of instructions you have created whether with text and visuals - is to completely perform the task yourself.
a)
True
b)
False
29.
Use subdivisions for longer steps
a)
True
b)
False
30.
To avoid liability note the hazards (choose the 3 levels of hazards)
a)
Caution
b)
Note
c)
Warning
d)
Danger
e)
Explosive
31.
Meeting participants should not take notes during a meeting because writing while others are speaking is considered rude.
a)
True
b)
False
32.
Strong leadership is not essential for an effective meeting.
a)
True
b)
False
33.
Eye contact during a meeting is an effective non-verbal communication technique.
a)
True
b)
False
34.
If you arrive late to a meeting, it is important to immediately apologize to the entire group and explain your tardiness as soon as you enter the room.
a)
True
b)
False
35.
Concise remarks in a meeting should be avoided because they will not provide enough information in discussion.
a)
True
b)
False
36.
a)
Option 1
37.
The end of the table is considered a seat of power in a meeting.
a)
True
b)
False
38.
A leader should try to redirect conversation and interrupt a speaker who is dominating conversation.
a)
True
b)
False
39.
An agenda should list the time and date that a meeting will occur.
a)
True
b)
False
40.
All of the following are considered failures for meeting communication except
a)
Dominating discussion
b)
Remaining quiet during a meeting
c)
Expressing an opinion concisely
d)
Arriving late
41.
When arranging furniture for a meeting, one should always consider
a)
Where trouble-makers might sit and separate them
b)
Who has the power and allow that person at the head of the table
c)
The key players of the meeting. Allow them to sit first.
d)
All of the above
42.
After receiving the agenda for a meeting, a meeting participant should
a)
Call the chairperson to confirm the meeting
b)
Create a list of questions to ask during the meeting
c)
Send out an alternate agenda to express your individual point of view
d)
Come to the meeting without anything written down so that you remain open-minded during the meeting.
43.
Meetings
a)
Are many times scheduled around meals
b)
Generally do not make considerations for travel
c)
Are always scheduled after work hours
d)
Are always scheduled before the work day even begins
44.
Collaborative meetings are meetings intended to
a)
Give individual responsibilities to each group member
b)
Create something together
c)
Determine appropriate disciplinary actions for a member
d)
Both A and B
45.
Meetings that delegate responsibility are meetings designed to
a)
Assign tasks
b)
Solve a complex problem
c)
Organize a large amount of information
d)
Determine the next step in a process
46.
An effective way to start a meeting is by
a)
Apologizing for what went wrong during the last meeting
b)
Ask each participant what he/she would like to see happen during the meeting
c)
State the meeting’s objective
47.
The name for the formal set of rules designed to guide meetings is called
a)
Miller’s Agenda Book
b)
Rules and Procedures for Meetings and Gatherings
c)
Roget’s Communication Manual for Meetings
d)
Robert’s Rules of Order
48.
The main purpose of a leader summarizing key points after discussion is to
a)
Distract from the main objective
b)
Allow confused listeners to get back on track
c)
Frustrate the speaker
d)
Encourage continued debate
49.
You should ask a customer an open ended question.
a)
True
b)
False
50.
An angry customer has called and is upset about a delay in the repair of their computer. After answering the phone, which of the following actions should a technician take FIRST?
a)
Place the customer on hold.
b)
Listen to the customer's concerns.
c)
Tell the customer that it is the part supplier's fault and provide the supplier's number.
d)
Ask the customer to call back later to speak with a supervisor.
51.
You are fixing a problem for a user. The problem is taking longer to solve than you had originally expected, and you have a department meeting to attend. What should you do?
a)
Excuse yourself to go to the meeting and return later to finish fixing the problem.
b)
Excuse yourself to call your department manager and explain the situation.
c)
Continue working on the user's problem until it is solved even if it means missing the meeting.
d)
Tell the user that you have a more pressing problem that needs to be solved and return later to finish fixing the problem.
52.
It is 9:00 AM and you are repairing a customer’s computer that must be ready by 3:00 PM because it was promised to the customer. The phone suddenly rings, and you answer to find that it is a new customer calling about a problem with their computer. Which is the best way to deal with customer support on the telephone?
a)
Do nothing except focus on the customer and their problem. You should write down key points during the conversation, starting with their name.
b)
You should continue to work on the computer repair while listening to the customer. This is the most efficient use of time and your supervisor will be pleased.
c)
Have the customer call back later after another employee comes into the shop.
d)
Tell the customer you are in the middle of an important repair and that you will return their call later in the day. Take down their name and telephone number.
53.
The company you work for performs computer system repairs in addition to selling new computers and hardware. A repair ticket is completed at the time of repair. The status of the repair is also recorded on the ticket. Some items that may be recorded on the ticket are when the repair was completed or when parts were ordered for the repair. Mr. Smith dropped his computer off at your company computer shop three days ago. The repair was assigned to Joe and he is not in at the moment. You answer the phone and find Mr. Smith is calling to find out the status of the repair of his computer. What is the most appropriate response to Mr. Smith’s inquiry?
a)
Tell Mr. Smith that his computer is being worked on by Joe who is not in today and that Joe will call him back when he returns.
b)
Tell Mr. Smith to hold for a minute while you check the status of the repair ticket.
c)
Tell Mr. Smith that you are not the one that has been assigned to his repair and to call back later.
d)
Tell Mr. Smith to come by the shop and pick up the computer. The computer is most likely repaired, but if it isn’t, you can have it repaired before he gets there.
54.
A customer calls and starts yelling about how she brought her computer home to find it has the same problem it had before she brought it in for repair. What is the first thing you should do?
a)
Let the customer finish speaking and venting her anger.
b)
Interrupt her by asking her what it will take to make her satisfied.
c)
Hang up, and hope she will call back when she is in a better mood.
55.
A customer brings into the shop a computer exhibiting a problem you have never encountered before. Which of the following responses would be appropriate?
a)
Yes, we can fix that.
b)
Yes, we fix that type of problem all the time.
c)
I’ve never fixed that type of problem before.
d)
I don’t know if I can fix it, but I’ll try.
56.
A customer uses foul language because you will not write a receipt for more value than the actual cost of the repair. You can tell that the customer is intoxicated. What is the first thing you should do?
a)
Write the receipt for the amount he specifies.
b)
Politely ask him to leave.
c)
Call the police.
d)
Respond with empathy.
57.
Principles are rules that guide behavior.
a)
True
b)
False
58.
Dignity is a person’s sense of self-respect.
a)
True
b)
False
59.
By acting ethically, a person is never tempted to do the wrong thing.
a)
True
b)
False
60.
Honesty, justice, and hard work are examples of values.
a)
True
b)
False
61.
People’s ethics come from their culture only.
a)
True
b)
False
62.
What happens to people who do not behave ethically
a)
They may be convicted of a crime
b)
They may feel guilt.
c)
Their reputation may come into question.
d)
All of the above.
63.
To encourage their employees to act ethically, what can companies do?
a)
They can create a culture of ethics.
b)
They can hire leaders who preach ethical behavior but unfortunately do not always set a good example.
c)
They can include a section in the employee manual that discusses ethical behavior.
d)
All of the above.
64.
Which of the following statements about corporate codes of ethics is not true?
a)
Most of them include rules that pertain to the company’s discipline (for example, medicine and journalism).
b)
They core values stated are similar to those that are important to the company’s operation (for example, respect and honesty).
c)
Their goal is to protect the employees.
d)
It states a company’s commitment to ethical behavior.
65.
Which of the following statements about whistle-blowing is not true?
a)
Whistle-blowing is not particularly risky.
b)
Laws are in place to protect whistle-blowers.
c)
Whistle-blowers who fight for protection against retribution from their employers may find a long, difficult process ahead of them.
d)
Whistle-blowing is often a last resort
66.
states a person’s pledge to make responsible and moral decisions
a)
a. ethics
b)
b. values
c)
c. principles
d)
d. code of ethics
e)
e. corporate code of ethics
67.
Which of the following statements about illegal activities in the workplace is not true?
a)
Illegal activities more frequently occur in larger companies.
b)
Illegal activities often take place during times when companies are stagnant, that is, when they are not experiencing growth or change.
c)
Illegal activities are more commonplace in certain industries.
d)
Illegal activities often occur in companies with many resources.
68.
states a company’s commitment to ethical behavior
a)
ethics
b)
b. values
c)
c. principles
d)
d. code of ethics
e)
e. corporate code of ethics
69.
rules to guide people’s behavior
a)
a. ethics
b)
b. values
c)
c. principles
d)
d. code of ethics
e)
e. corporate code of ethics
70.
principles and values that help people resolve questions of right and wrong
a)
a. ethics
b)
b. values
c)
c. principles
d)
d. code of ethics
e)
e. corporate code of ethics
71.
ideals that govern a person’s actions
a)
a. ethics
b)
b. values
c)
c. principles
d)
d. code of ethics
e)
e. corporate code of ethics
72.
A person who publicly alleges an organization’s wrongful practices
a)
a. ethics
b)
b. values
c)
c. whistle blower
d)
d. code of ethics
e)
e. corporate code of ethics
73.
Personal freedoms that must be respected
a)
a. ethics
b)
b. values
c)
c. rights
d)
d. code of ethics
e)
e. corporate code of ethics
74.
The cow in the field.
a)
Sentence
b)
Fragment
75.
The sweet little bird in the tree.
a)
Sentence
b)
Fragment
76.
This food tastes delicious.
a)
Sentence
b)
Fragment
77.
Everyday after school.
a)
Sentence
b)
Fragment
78.
People talked.
a)
Sentence
b)
Fragment
79.
This is a wonderful movie.
a)
Sentence
b)
Fragment
80.
The character with the blond hair.
a)
Sentence
b)
Fragment
81.
My very energetic mother.
a)
Sentence
b)
Fragment
82.
I asked my mother to bake cookies.
a)
Sentence
b)
Fragment
83.
Whenever my sister sings.
a)
Sentence
b)
Fragment
84.
My workplace teacher is incredibly nice and works very hard to teach us.
a)
Sentence
b)
Run on
85.
The gardener trims the landscaping on Tuesday he does a professional job.
a)
Sentence
b)
Run on
86.
I love your new shoes they look good.
a)
Sentence
b)
Run On
87.
We're having pizza for lunch.
a)
Sentence
b)
Run on
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