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WorksheetsChapter 3: Organizing and Drafting Business Messages
Total questions: 100
Worksheet time: 55mins
Matthew must develop a proposal for his supervisor that will describe the cost savings for an automated call center. Where should he begin?
Writing the proposal
Locating other proposals that he can copy
Researching the proposal
Determining an appropriate layout
Before composing a business document, you should gather information that will answer which of these questions?
Will I have enough time to complete thorough research?
What is the receiver to do?
What information will be the easiest to locate?
How will I use this information?
Formal research methods are generally required for what type(s) of business document(s)?
Routine e-mail messages
Routine memos
Long reports and complex business problems
All of these choices would require formal research.
Which of the following is a formal research method?
Talking with your boss
Organizing a focus group
Brainstorming
Looking in company files
Which formal research source is best to obtain firsthand information?
Internet Web sites and articles
Reference books
Electronic databases
Interviews
Stephanie is preparing a market analysis for her business plan. For firsthand information she should
search manually in her local library.
conduct interviews and surveys or organize a focus group.
search the Internet for related Web sites.
review scientific experiments conducted by experts.
Quality Building Materials Inc. has developed a new whole-house weather blanket and needs to determine the price point at which builders would switch to this new product. The best research method for this is a(n)
manual search of other companies' price lists.
interview with a local builder.
Internet search of insulation values for weather blankets.
scientific experiment that presents price choices with controlled variables.
As interns in human resource management, Brad and his team are administering a professionally developed employee questionnaire to collect information on workplace violence. This type of research produces data that is considered
firsthand information.
informal documentation.
supplementary, secondary information.
Ahna is sending a persuasive memo to her staff asking them to participate in the new wellness program. Which of the following sources of information would be most
appropriate to help Ahna shape an effective persuasive message for her staff?
Tightly controlled scientific experimentation
Library research rooms
Questionnaires and surveys of employees
Research in company files
Many routine writing tasks such as composing e-mail messages or informational reports require that you collect information informally by
conducting extensive Web research.
conducting a scientific experiment.
looking in the files.
searching a variety of books, journals, or magazines.
When brainstorming to generate ideas, you should
critique each idea as it is suggested.
record ideas without judging them.
always work alone for greater efficiency.
allow no more than five ideas to be discussed.
You will create clear, readable messages if you
proceed free form from one idea to the next for maximum creative effect.
avoid emphasizing important ideas to allow readers to judge for themselves.
group similar items together and emphasize important ideas.
always work alone for greater efficiency.
Organizing data includes two processes. These processes are
grouping and strategizing.
brainstorming and researching.
outlining and drafting.
drafting and editing.
According to communication experts, what is the greatest failing of business writers?
Poor spelling
Unclear sentence structure
Ambiguous wording
Poor organization
Organizing your ideas into an outline is especially important when you are
developing a complex project.
writing a routine memo.
replying quickly to an e-mail message.
beginning the research phase of the writing process.
The direct strategy would be most appropriate when
delivering bad news.
presenting ideas requiring persuasion.
expecting the audience to be pleased, mildly interested, or neutral.
revealing sensitive news.
Which of the following business messages would use the direct strategy?
A letter denying credit to a customer
A sales letter
A letter rejecting a customer's claim
An e-mail to your staff reminding them of the upcoming all-staff meeting
Which of the following is an advantage of the direct strategy?
Minimizes a negative reaction
Respects the feelings of the reader
Saves the reader time
Encourages a fair hearing
Which of the following message openings is the most direct opening for an e-mail message announcing a new telecommuting plan?
A number of employees have asked about telecommuting options.
Many businesses have been implementing telecommuting programs, and we have studied their programs extensively.
Rising gas prices have led many companies to allow telecommuting, and we think this might be a good idea for our company.
Our new telecommuting program will begin on August 1.
Yosevin began his memo with background information and explanations before announcing a reduction in health insurance coverage. The strategy Yosevin used is called
frontloading.
direct.
passive voice.
indirect.
Which of the following is an advantage of the indirect strategy?
Saves the reader's time
Respects the feelings of the audience
Prevents frustration
Sets a proper frame of mind
When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you should
put the bad news first.
begin with the main idea.
explain all background information first.
send the message via e-mail, text message, or IM.
Which of the following kinds of business messages typically use the indirect strategy?
Non-sensitive memos
Routine requests
Informational reports
Sensitive messages
What kind of sentence contains only one independent clause?
Simple sentence
Compound sentence
Complex sentence
Compound-complex sentence
What kind of sentence contains two independent clauses?
Simple sentence
Compound sentence
Complex sentence
Compound-complex sentence
What kind of sentence contains an independent clause and a dependent clause?
Simple sentence
Compound sentence
Complex sentence
Compound-complex sentence
What kind of sentence contains at least two independent clauses and a dependent clause?
Simple sentence
Compound sentence
Complex sentence
Compound-complex sentence
Which of the following is a simple sentence?
If health insurance costs continue to rise, employee copays may increase.
Having healthy employees decreases the cost of monthly premiums; therefore, we will be implementing a wellness program.
HMO and PPO insurance plans offer additional cost savings.
Because we will be reducing employee health insurance benefits, some employees may be unhappy; however, we must make sure that they understand the reason for the change.
What is the recommended maximum number of words for a sentence?
10
20
25
30
What is a sentence fragment?
Two independent clauses connected without punctuation or a conjunction
Two independent clauses connected by a comma without a conjunction
A broken-off part of a complex sentence
The part of a sentence containing the verb
What is a comma splice?
Two independent clauses run together without punctuation or a conjunction
Two independent clauses joined by a comma without a conjunction
A broken-off part of a complex sentence
Two dependent clauses
What is a run-on sentence?
Two independent clauses run together without punctuation or a conjunction
Two independent clauses joined by a comma without a conjunction
A broken-off part of a complex sentence
An independent clause containing two dependent clauses
Which of the following contains no sentence faults?
Which is why we are considering new health insurance options.
HealthNet's coverage is extensive, and the rates are fair.
Review the list of benefits, then let me know what you think.
Having good health insurance is important to employees we need to keep that in mind.
How should the following be classified? ReliaCare increased insurance premiums by 28 percent for our next fiscal year, that is why we are seeking new insurance bids.
Complete sentence
Fragment
Fused or run-on sentence
Comma splice
How should the following be classified? Liana called ReliaCare she also requested a new bid for health insurance premiums.
Complete sentence
Fused or run-on sentence
Fragment
Comma splice
To emphasize an idea through mechanics, place it in
boldface.
a different font style.
capital letters.
Any of these techniques would emphasize the idea.
To emphasize an idea through style, place it
in a simple sentence.
in a dependent clause.
in the middle of a sentence.
Any of these techniques would emphasize the idea.
Which of the following sentences is most effective in de-emphasizing the bad news?
Although cash refunds are not offered, you can exchange resalable merchandise.
Although you can exchange returned merchandise, cash refunds are not available.
Since we only exchange merchandise, it is impossible for you to receive a cash refund.
Because of our exchange policy, you may not receive a cash refund.
Active-voice sentences
direct the action of the verb toward the subject.
place the subject of the sentence as the doer of the action.
generally use a to be helping verb.
should always be avoided.
Which of the following uses only active voice in a complete sentence?
The company's rigid return policy was criticized by a few unhappy customers.
Because a few unhappy customers criticized the company's rigid return policy.
Managers were told about the unhappy customers who criticized the company's rigid return policy.
A few unhappy customers criticized the company's rigid return policy.
When do you use passive voice?
When you want to de-emphasize the action or the recipient of the action
When you want to emphasize the doer of the action
When you want to de-emphasize negative news
Never
Which of the following uses parallel structure?
Our new paralegal must be smart, efficient, and have flexibility.
The accident shattered her pelvis, dislocated her foot, and her spinal column was broken in three places.
Big business demands superior forecasting, reporting, and analyzing.
A good financial planner must be certified, competent, and must possess ethical standards.
Which of the following sentences uses modifiers correctly?
Competent in computer graphics, our Web site was designed by Gloria.
To take advantage of the discounted pricing, place your order immediately.
To meet customers' orders, shipments must be increased.
Placing the proposal on the desk, the office was left by John.
effective paragraphs
Present the main idea in the first sentence.
Are coherent.
Include supporting sentences that expand and explain the main idea.
All answer choices are correct.
What do most writers use as the first sentence in a paragraph?
Supporting sentence
Transitional sentence
Topic sentence
Pivoting sentence
Paragraphs are coherent when
all sentences are written in the active voice.
each sentence includes dependent and independent clauses.
ideas are linked; that is, one idea leads logically to the next.
All answer choices are correct.
Transitional expressions such as next, first, and finally are useful to show
cause and effect.
illustration.
comparison and contrast.
time association.
Paragraphs should
focus on as many ideas as necessary.
avoid the repetition of key or similar words.
contain long, solid chunks of print.
contain eight or fewer printed lines.
Writer's block can best be defined as
a block of time set aside to compose documents and projects.
a psychological condition preventing a writer from proceeding.
an inability to produce a first draft because of poor preparation
a type of writer's tool.
Most writers can compose their business messages more effectively if they:
have a quiet environment in which to concentrate.
turn on a TV, CD player, stereo, or other device to stimulate their thinking.
maintain a normal working environment, including accepting phone calls, text messages, IMs, and occasional visitors.
hold off writing until the perfect wording forms the complete message in their minds.
You can expect to write more messages on the job than ever.
TRUE
FALSE
Being able to write effectively is critical to promotions.
TRUE
FALSE
Research is necessary only when composing formal documents.
TRUE
FALSE
When you fail to collect all needed research before beginning to organize and write your business document, you may end up starting over and reorganizing.
TRUE
FALSE
One question you should ask yourself when you collect research is What does the receiver need to know about this topic?
TRUE
FALSE
Jonathan is researching the financial impact of a job-sharing benefit for employees. Talking with his boss about the possible effects of offering this benefit to employees is an effective method of formal research.
TRUE
FALSE
Conducting scientific experiments is a method to gather formal research.
TRUE
FALSE
Not sure
Sometimes
Most routine business writing tasks allow you to use informal research techniques to gather sufficient information.
TRUE
FALSE
Not applicable
Rarely
Looking in company files for information is a waste of time.
TRUE
FALSE
Sometimes
Always
Brainstorming is an ineffective research technique.
TRUE
FALSE
Occasionally
Never
Many communication experts regard poor organization as the greatest failing of business writers.
TRUE
FALSE
Occasionally
Rarely
Using a hierarchy such as an outline can help you to organize ideas and information.
TRUE
FALSE
Sometimes
Never
When you expect the reader to be pleased, mildly interested, or neutral, use the indirect pattern of organization.
TRUE
FALSE
Occasionally
Always
Another name for the direct method is frontloading.
TRUE
FALSE
Sometimes
Never
One advantage of the direct method is that it saves the reader time.
TRUE
FALSE
Occasionally
Rarely
The indirect pattern works well with three kinds of messages: (a) bad news, (b) ideas that require persuasion, and (c) sensitive news.
TRUE
FALSE
Sometimes
Never
One advantage of the indirect method is that it respects the feelings of the audience.
TRUE
FALSE
The most compelling and effective messages contain one repeated sentence pattern rather than a variety of sentences.
TRUE
FALSE
A compound-complex sentence contains two complete but related thoughts.
TRUE
FALSE
Because sentences of 20 or fewer words have the most impact, business writers must restrict all sentences to fewer than 20 words.
TRUE
FALSE
Words such as although, as, because, and which often introduce dependent clauses.
TRUE
FALSE
A run-on-sentence results when a writer joins two independent clauses with a comma.
TRUE
FALSE
Mechanical techniques to emphasize important ideas include underlining, italics, boldface, font changes, all caps, dashes, tabulation, columns, and headings.
TRUE
FALSE
Although mechanical means are occasionally appropriate to create emphasis, more often a writer achieves emphasis stylistically.
TRUE
FALSE
Careful writers avoid labeling main ideas because they know that readers prefer to identify main ideas for themselves.
TRUE
FALSE
The following sentence effectively uses a stylistic device to de-emphasize the bad news: Although we don't have any available positions at this time, we were pleased to receive your application and will keep it on file for six months.
TRUE
FALSE
In the active voice, the subject is acted upon. In the passive voice, the subject is the doer of the action.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
Active voice is more direct, clear, and concise. Therefore, passive voice should never be used in business writing.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
To achieve parallel construction, use similar structure to express ideas.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
The following sentence demonstrates parallel structure: Eric demonstrated dedication, effective communication skills, and he was always punctual.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
Modifiers must be close to the words they describe or limit.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
The following sentence contains a dangling or misplaced modifier: Working all night, the brief was filed with the court on time.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
Business writers generally place the topic sentence first in the paragraph.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
All support sentences in a paragraph must relate to the topic sentence.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
Pronouns can be used to promote paragraph coherence.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
Good writers should avoid repetition of words or key ideas because it shows lack of creativity.
TRUE
FALSE
Sometimes TRUE
Neither TRUE nor FALSE
Writers can use words and phrases such as on the other hand, as opposed to, and conversely to show contrast in business messages.
TRUE
FALSE
Business writers should strive for paragraphs with eight or fewer printed lines.
TRUE
FALSE
Communicators who have not completed their preparatory work may suffer from writer's block as they sit staring at their computer screens waiting for inspiration.
TRUE
FALSE
Experts recommend that business writers avoid free writing, which is similar to cramming for final exams and likely to produce similarly poor results.
TRUE
FALSE
Nicola is collecting information for a business document she is writing. We call this collection process (a) .
Long reports and complex business problems generally require some use of (a) research methods.
Looking in the files and talking with your boss are methods of (a) research.
In the (a) pattern of organization, the main idea comes first, followed by details, an explanation, or evidence.
Persuasive and bad-news messages should usually use the (a) pattern.
A(n) (a) sentence contains an independent clause (a complete thought) and a dependent clause (a thought that cannot stand by itself).
The refund authorization was processed by our customer service representative is an example of a sentence using the (a) voice.
A dangling (a) results when the word or phrase the modifier describes is missing from its sentence.
A(n) (a) is a group of sentences about one idea.
Before and meanwhile are examples of transitional expressions that show (a) association.
