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WorksheetsBusiness Communication MCQs (Grade 12)
Total questions: 105
Worksheet time: 53mins
Which opening sentence is most effective for a response memo or email?
This message is to respond to your email dated June 30.
Thank you for your interest in our services.
According to your request, I am pleased to answer your questions.
Below are the answers to the questions you asked in your email dated June 30.
In business reports, a/an … is a persuasive written document in which the writer analyzes a problem and proposes solutions.
Proposal
Feasibility report
Progress report
All options are incorrect.
In business proposals, … are proposals sent only to departments within an organization.
Formal proposals
Unsolicited proposals
Solicited proposals
Internal proposals
You can maintain a professional yet friendly tone in business messages by:
Including modern expressions and slang.
Integrating familiar jargon.
Using bold stylistic and technical emphasis techniques.
Using familiar words, occasional contractions, and pronouns such as “I” and “you”.
How many basic parts does a business letter have?
7 parts
3 parts
5 parts
12 parts
Is it necessary to analyze the audience before a presentation? What is the purpose of audience analysis?
No, because it wastes time.
No, because the audience is just like the speaker.
No, because it has no effect.
Yes, because it helps the speaker tailor content and presentation style to the audience.
In the 3 x 3 writing process, at the revising stage, the writer needs to perform the following tasks:
Research; Organize; Draft.
Analyze; Predict; Adapt.
Revise; Edit; Evaluate.
All options are correct.
Forceful writing is often concise. Conciseness means that a document:
Has no grammatical or punctuation errors.
Does not contain wordy phrases.
Avoids indirect and roundabout writing.
Has been revised to include examples and research.
Group interviews are interview methods in which:
One interviewer interviews multiple candidates at the same time.
A group interviews one candidate in a roundtable meeting.
Option a is incorrect; option b is correct.
Option a is correct; option b is incorrect.
Which of the following statements about communication in today’s business organizations is the most accurate?
Memos and letters remain the primary forms of workplace communication.
Written messages are considered unprofessional and rarely used.
Web chat is becoming a preferred communication channel for online customer service.
Anyone with Internet access can access a company’s intranet.
Huu Tien needs to submit a hiring recommendation to his supervisor in the lobby office. Which method is most appropriate?
Hand-delivering the report
Posting it on a website
Sending it by email
Sending it by fax
When writing for a multicultural audience, communication is clearer if you use short sentences and paragraphs and include:
Action-specific verbs such as “order this product” rather than “receive this product”.
Slang, such as “this product is awesome!”.
Idioms, such as “boost your bottom line”.
Abbreviations such as ASAP.
During an orientation session for new employees, Hung notices confusion on some listeners’ faces. He stops and asks, “Do you have any questions for me?” Hung is attempting to overcome interpersonal communication barriers by:
Questioning his assumptions, biases, and prejudices.
Improving his language and listening skills.
Reducing physical distractions.
Creating an environment for useful feedback.
Persuasive messages are used to communicate:
Within an organization.
Outside the organization.
Both a and b are correct.
Both a and b are incorrect.
Which of the following statements is the least accurate about the changing nature of work today?
Most work today is completed by teams or outsourced organizations.
The idea of lifelong employment with one company has become outdated.
Because most organizations are moving toward flatter structures, many people will be hired into fixed positions.
Most new jobs today are created by small companies.
During a job interview, candidates should display the following behaviors to be selected and hired:
Arrogance and disrespect toward interviewers.
Appearing weak and dependent.
Criticizing former supervisors and companies harshly.
All options are incorrect.
Your manager asks you to review secondary data related to your research topic. You should:
Interview colleagues about how they feel about the topic.
Conduct an experiment.
Prepare a questionnaire for colleagues.
Start at the library or on the Internet.
In negative-message letters, the main body sections are arranged in the following order:
Buffer, constructive continuation, explanation, bad news, friendly closing.
Buffer, explanation, bad news, constructive continuation, friendly closing.
Buffer, bad news, explanation, constructive continuation, friendly closing.
Buffer, explanation, constructive continuation, friendly closing, bad news.
Invitation letters belong to which message category?
Goodwill messages
Negative messages
Neutral messages
Positive messages
In which situations is written communication more effective than face-to-face communication?
When you want to receive feedback.
When you want to present a complex idea.
When you want to ask multiple questions.
Options a and b are correct.
The writing stage of the message composition process includes drafting messages by:
Researching information and organizing content.
Evaluating messages and rereading content.
Predicting audience needs and focusing on sender information.
Revising for clarity and refining document layout.
To achieve the most effective communication, people need to use:
Verbal communication.
Nonverbal communication.
Both verbal and nonverbal communication.
Verbal communication is the most effective.
After a presentation, speakers should avoid doing which of the following?
Encouraging questions but setting time limits.
Saying “yes, but” to answer difficult questions.
Distributing handouts when appropriate.
Beginning answers by repeating the audience’s question.
Which of the following statements about writing skills is most accurate?
People are born with strong writing skills.
Industry 4.0 has made written communication obsolete.
Writing skills are becoming more important at work but are not necessary.
Good writing skills can improve promotion opportunities and lead to higher income.
Good speakers use signposts to connect with audiences. Signposts are:
Words or phrases that signal previews, summaries, and transitions.
Statistics directly related to the audience.
Personal stories.
Transitional words such as “for example” or “therefore”.
Choose the best definition of communication.
Communication is the transmission of information from one individual or group to another.
Communication is the transmission of data from one individual or group to another person.
Communication is the transmission of ideas from one individual or group to another.
Communication is the transmission of information and meaning from one individual or group to another.
The communication process is successful only when:
Positive feedback is provided.
The fastest communication channel is used.
The sender pronounces all words perfectly.
The receiver understands the ideas as the sender intended.
The communication process begins when:
A message is put into words.
A message is sent through a channel to the receiver.
The sender has an idea.
The receiver actually receives and decodes the message.
Which of the following statements about communication in today’s business organizations is the most accurate?
Memos and letters still constitute the primary forms of workplace communication.
Text messages are considered unprofessional and are rarely used by business organizations.
Web chat is becoming a preferred communication channel for online customer service.
Anyone with Internet access can access a company’s intranet.
Which of the following is an example of an informal organizational communication channel?
A supervisor gives a performance appraisal to a subordinate (downward communication).
An employee starts a blog to share her personal work experiences, opinions, and observations.
An employee suggests a way to improve productivity to her supervisor (upward communication).
Members of a sales team hold a virtual meeting to discuss potential customers (horizontal communication).
Which of the following is an example of personal interference during the decoding process?
Loud construction noise outside prevents you from hearing the message.
Your mind wanders during a lecture as you think about an upcoming trip.
You find it difficult to concentrate during an interview because the interviewer’s phone keeps ringing.
You find it difficult to read a colleague’s email because it is full of grammatical and spelling errors.
All of the above.
The elements of communication behavior include:
Sender, message, channel, receiver.
Sender, message, channel, receiver, feedback, communication environment, noise.
Sender, message, channel, receiver.
Sender, message, channel, noise.
“Certain behaviors and gestures are appropriate in one culture but inappropriate in another.” This describes which characteristic of nonverbal communication?
Relational nature
Cultural influence
High informational value
All of the above
The process of converting meaning into words, writing, symbols, and other nonverbal cues is called:
Encoding
Feedback
Decoding
None of the above
Using two opposing ideas in the same sentence or in two consecutive sentences to emphasize a point is called:
Parallel structure
Antithesis
Rhetorical question
The rule of three
Asking a question not to receive an answer, but to emphasize a point, is called:
Parallel structure
The rule of three
Rhetorical question
Antithesis
Organizing arguments into three points to make them more complete and persuasive is called:
The rule of three
Parallel structure
Antithesis
Rhetorical question
In communication, facial expressions, gestures, eye contact, and smiles are forms of:
Verbal communication
Neither a nor b
Nonverbal communication
Both a and b
In face-to-face communication, which factor does NOT directly affect communication effectiveness?
Intonation
Voice
Syntax
Word choice
In which situation is written communication more effective than face-to-face communication?
When you want immediate feedback
When you want to present a complex idea
When you want to ask many questions
a and b are correct
When analyzing the audience, which aspects should be considered?
The audience’s knowledge
The audience’s interests
The audience’s attitudes and emotional responses
All of the above
To achieve the highest effectiveness in communication, people should use:
Verbal communication
Nonverbal communication
Both verbal and nonverbal communication
Verbal communication is the most effective
Encoding is the process in which:
The receiver sends feedback to the sender
The sender has an idea and wants to share it
The sender converts ideas into meaningful messages
None of the above
A message is:
Communication channels
The idea in the sender’s mind
The idea in the receiver’s mind
The sender’s idea encoded through verbal and nonverbal means and containing meaning
A communication channel is:
Factors that interfere with communication
The receiver’s response to the sender’s message
The ideas transferred from sender to receiver
The medium used to transmit messages from sender to receiver
When using the AIDA formula in persuasive letters, the main content is organized in which order?
Attention – Interest – Action – Desire
Attention – Desire – Interest – Action
Attention – Action – Desire – Interest
Attention – Interest – Desire – Action
When using the RIPPA formula in persuasive letters, the main content includes five parts arranged as:
Relationship – Information – Persuasion – Proof – Action
Relationship – Persuasion – Information – Proof – Action
Information – Relationship – Persuasion – Proof – Action
Relationship – Information – Proof – Action – Persuasion
Employers often use the ASK model (Attitude – Skill – Knowledge) to evaluate candidates. A candidate’s attitude is assessed based on:
Career goals
Application purpose
Personal qualities and character
All of the above
“The writer communicates a message in order to change the receiver’s viewpoint” refers to:
Negative messages
Persuasive messages
Positive messages
Neutral messages
When using the GIRO strategy in persuasive writing, the content is arranged as:
Gain attention – Reduce resistance – Increase desire – Obtain action
Gain attention – Increase desire – Reduce resistance – Obtain action
Gain attention – Obtain action – Increase desire – Reduce resistance
Gain attention – Reduce resistance – Obtain action – Increase desire
The final step in both AIDA and RIPPA strategies is:
Product demonstration
Call for action
Handling objections
Customer persuasion
Which of the following is NOT included in the 5D business writing process?
Identifying the reader and context
Identifying objectives and writing approach
Developing message content
All of the above are incorrect
Why is “identifying objectives and writing approach” considered the most important step in the 5D process?
Without objectives, the writing approach cannot be determined
Without objectives, the appropriate format cannot be identified
Objectives form the foundation of business writing
All of the above
What is the role of writing principles (ABC, 5C, STARS, etc.) in business correspondence?
To add value (clearer, more concise, more accurate, etc.) to business messages
To guide the steps of business letter writing
To guide the organization of message content from beginning to end
All of the above
The ABC principles in business writing stand for:
Accuracy, Brevity, Conciseness
Accuracy, Brevity, Courtesy
Accuracy, Brevity, Clarity
Accuracy, Brevity, Completeness
When you see the title “72 Outstanding Subject Lines,” which stage of persuasive strategies (AIDA, GIRO) does it primarily serve?
Call for action
Attention
Desire
All of the above
Developing and drafting business messages is which step in the 5D writing process?
Step 3
Step 1
Step 5
Step 2
Which of the following best describes the role of the 5D writing process in business correspondence?
Guiding how to identify objectives
Guiding the steps of business letter writing
Guiding how to identify the audience
a and c are correct
Why are writing principles (5C) applied after the writing process (5D) and persuasive strategies (AIDA)?
Because the 5C principles are not important
Because writers must first follow the process and strategy, then enhance clarity, conciseness, and accuracy
Both a and b are correct
Both a and b are incorrect
What is the correct order when applying the 5D process, 5C principles, and AIDA strategy in business writing?
5D → 5C → AIDA
5D → AIDA → 5C
AIDA → 5D → 5C
All of the above are incorrect
Why does the 5D writing process come first when applying 5D, 5C, and AIDA in practice?
Because the 5D process guides the basic steps of business writing
Because step 3 of the process applies writing strategies and principles
Both a and b
Neither a nor b
Which element is NOT included in the 5C writing principles?
Clarity
Conciseness
Correctness
Courtesy
Which of the following is NOT part of the structure of positive and neutral messages?
Opening
Explanation
Persuasion
Closing
Which of the following is NOT an advantage of positive and neutral messages?
Increasing the likelihood that the receiver reads the entire message
Demonstrating empathy toward the receiver
Increasing the likelihood that explanations are accepted
Creating agreement that facilitates acceptance of subsequent information
Messages used in internal communication to announce promotions or salary increases are:
Negative messages
Neutral messages
Positive messages
All of the above
In international business letters using a semi-block format with paragraph indentation, which element is NOT included?
The format is similar to the semi-block style
The first line of each paragraph is indented five spaces
Both a and b
Neither a nor b
From a communication perspective, positive messages are primarily oriented toward:
The sender
The receiver
Both sender and receiver
Neither sender nor receiver
The most appropriate communication channel is determined based on:
Channel cost
Desired level of formality
Confidentiality and message sensitivity
All of the above
The main content of a negative message is organized in which order?
Buffer – Negative information – Explanation – Constructive continuation – Friendly closing
Buffer – Explanation – Negative information – Constructive continuation – Friendly closing
Buffer – Negative information – Explanation – Constructive continuation – Friendly closing
Buffer – Constructive continuation – Explanation – Negative information – Friendly closing
Persuasive messages are:
Requests for action
Used when the sender believes the receiver may be unaware, uninterested, or unwilling to act
Messages intended to change the receiver’s attitude or viewpoint
All of the above
Persuasive messages are used for communication:
Within an organization
With external audiences
Both a and b
Neither a nor b
Advantages of the indirect writing approach include:
Helping the receiver prepare psychologically
Helping the receiver remain calm when receiving negative information
Helping the receiver accept refusals more easily
All of the above
In the indirect approach, disappointing information is presented:
Immediately in the opening
After explaining the reasons for refusal
After other unfavorable information
Both b and c
Negative messages cause receivers to feel:
Upset or disappointed
Disadvantaged or treated unfairly
Both a and b
a is correct, b is incorrect
The structure of a positive and neutral message is:
Opening – Call for action – Closing – Explanation
Opening – Call for action – Explanation – Closing
Opening – Explanation – Call for action – Closing
Opening – Closing – Explanation – Call for action
Advanced technologies are reshaping the way we work. Therefore, you can expect to communicate ______ than before.
Less
In the same way
More frequently and faster
More, but with less writing
Huyền needs to send a sensitive message to a colleague and decides to deliver it face-to-face. Huyền is in the process of:
Encoding the message
Decoding the message
Preparing feedback
Choosing the communication channel
Business communication is analyzed at two levels:
Interpersonal communication and organizational communication
Interpersonal communication and group communication
Both 1 and 2 are incorrect
Both 1 and 2 are correct
Nonverbal behaviors may be interpreted differently across cultures. When doing business with clients from another culture, which of the following nonverbal messages can be used safely?
Nodding and shaking the head to indicate yes and no
A thumbs-up gesture to indicate approval
A smile
Direct and continuous eye contact
Which of the following factors contribute to poor listening?
The listener’s brain can process information at least three times faster than the speaker’s delivery
Listeners tune out ideas they disagree with
Most people prefer talking to listening
All of the above are correct
Business documents should be audience-centered. Focusing on a specific audience helps you:
Write to solve problems or convey information
Have a clear purpose for delivering the message
Present ideas clearly and concisely
View issues from the receiver’s perspective
In the first stage of the writing process, you should profile your audience. This involves:
Identifying the characteristics of a potential audience
Using writing tools for a selected audience
Many routine writing tasks, such as emails or memos, require you to gather informal information by:
Conducting Internet searches
Conducting scientific experiments
Searching company records
Consulting books, newspapers, or magazines
The voicemail channel is best used:
When interaction is required
When immediate feedback is required
When leaving important or routine information that the receiver can respond to at a convenient time
None of the above
Clichés should be avoided in business documents because they:
Are boring and sometimes vague
Have become dull due to overuse
May cause confusion for people unfamiliar with the culture
All of the above
You can maintain a professional yet friendly tone in business messages by:
Using bold formatting and stylistic techniques for emphasis
Including trendy expressions and slang
Using familiar words, occasional contractions, and pronouns such as I and you
Integrating common jargon
Which of the following messages is appropriate to send via email?
Termination notice to an employee
Announcement of the time and location of a weekly staff meeting
An employee’s annual performance appraisal with salary adjustment
All of the above
Email is best used:
When the writer needs rich interaction
When feedback is needed but not immediately
When digital information must be readily accessible to others
When group decision-making and consensus are important
When using the indirect approach for negative messages, how many main parts does the body of the letter include?
3
4
5
None of the above
Customer letters are given high priority because they:
Encourage product feedback
Build a positive company image
Promote future business
All of the above
Using the direct approach for positive and neutral messages has the following advantages:
Increases the likelihood that the receiver will read the entire message
Creates a sense of agreement that makes it easier to present related information later
Increases the chance that explanations will be accepted
All of the above
You anticipate possible objections and address them in your persuasive request letter. By doing so, you are attempting to:
Capture the reader’s attention and interest
Build reader interest
Reduce resistance
Encourage action
Which of the following makes online sales messages most effective?
Sending marketing messages only to customers or prospects who have given permission
Focusing on one or two key selling points
Telling readers how to unsubscribe from the mailing list
All of the above
The body of an effective request letter should include:
Strong threats to support your position
A detailed sequence of events and assignment of blame
An explanation of the issue with necessary details
A subtle reference to your lawyer or a Better Business Bureau
Is audience analysis necessary before a presentation? What is its purpose?
It is unnecessary and wastes time
It is unnecessary because the audience is similar to the presenter
It is unnecessary because it has no effect
It is necessary because it helps tailor content and presentation style to the audience
In business proposals, based on their level of importance, proposals can be classified as:
Internal proposals and external proposals
Solicited proposals and unsolicited proposals
Formal proposals and informal proposals
All are incorrect
In business reports, which type reports to management on business updates and resource allocation by stages?
Proposal
Feasibility report
Progress report
All are incorrect
Which of the following statements about preparing for a presentation is NOT accurate?
Many people feel nervous when preparing a presentation
A professional presentation can be prepared by focusing on preparation, organization, audience relationship, visual aids, and delivery
With good preparation and practice, fear of public speaking can be completely eliminated
For many people, fear of public speaking is nearly as strong as fear of death
Information reports are commonly used to:
Provide information upon request
Monitor and evaluate business operations
Meet regulatory requirements
All of the above
Which of the following is NOT necessary in a feasibility report?
Background and problem statement
Potential implementation issues
Cost of implementation
Persuasive techniques
Which statement about the audience is the most accurate?
Your audience includes only the readers originally targeted by the report
Even if readers support the project, persuasive strategies should still be used
The intended audience influences writing style and vocabulary
Regardless of audience, reports should include as much detail as possible
During a job interview, which behavior helps candidates succeed?
Giving vague answers to unfamiliar questions to appear unyielding
Chewing gum while answering to show confidence
Laughing loudly after every interviewer question
All of the above are incorrect
A stress interview is an interview method in which:
The interviewer deliberately creates pressure for the candidate
The interviewer observes the candidate’s reactions in certain situations
Both a and b are correct
Only a is correct
Which statement is LEAST accurate about the changing nature of today’s workplace?
Because organizations are becoming flatter, many people will be hired into permanent positions
Most work today is completed by teams or outsourced providers
Most new jobs are created by small companies
The idea of lifetime employment with one company is outdated
Which of the following statements is the most accurate?
You can expect to hold five to seven jobs throughout your career
Frequent job changes eliminate the need for career-specific training
Career decisions are better when personal interests match job requirements
The web contains all career data you need
