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8/26/11

Essentials of Business Communication 8e Mary Ellen Guffey instructor manual and test bank

Essentials of Business Communication 8e Mary Ellen Guffey  instructor manual and test bank
http://www.mediafire.com/view/1g50m9kwqrrmrbr/Essentials_of_Business_Communication_8e_Mary_Ellen_GuffeySolutions02_GM_Challenge.dochttp://www.mediafire.com/view/ndsaxx8ourx0i9y/Essentials_of_Business_Communication_8e_Mary_Ellen_Guffeych02_tb.doc

Chapter 2—Test Bank


Planning Business Messages

DIFFICULTY (DIF)          TYPE                                              OTHER CODES
5 = Most difficult                 Ap: Application question        ANS: Answer
3 = Average difficulty          Con: Conceptual question       REF: Page Reference
1 = Least difficult                Def: Definition                       OBJ: Chapter Objective
                                                                                         NOT: Note (feedback/explanations)
                                                                                         AAC: AACSB Competencies

Multiple Choice

     1.  When you prepare a business message or oral presentation, you should be certain that your writing is economical, persuasive, audience-oriented, and
a.   purposeful.
b.   creative.
c.   lengthy.
d.   formal.

ANS: a              REF: p. 32         TYPE: Con               DIF: 3
TOP: The Basics of Business Writing
NOT: Business writers must strive to produce messages and oral presentations that are economical, persuasive, audience-oriented, and purposeful. The formality and creativity of the writing will vary based on the audience and the purpose of the message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     2. When preparing a business message, you should make your writing audience-oriented. Audience-oriented means you should
a.   write to solve a problem or convey information.
b.   attempt to get your audience to believe and accept your message.
c.   present ideas clearly but concisely.
d.   concentrate on looking at the problem from the receiver’s perspective.

ANS: d              REF: p. 32         TYPE: Def                DIF: 1
TOP: The Basics of Business Writing
NOT: Business messages are audience-oriented when the writer concentrates on the reader’s perspective. Of course, the other skills listed are also important qualities of your business writing, but they do not represent audience orientation.
AAC: Tier 1—Communication; Tier 2--Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     3.  Business writing should be purposeful. In this context, purposeful can best be defined as
a.   presenting ideas clearly and concisely.
b.   concentrating on the receiver’s perspective instead of your own.
c.   solving problems and conveying information.
d.   getting your audience to believe and accept your message.


ANS: c              REF: p. 32         TYPE: Def                DIF: 1
TOP: The Basics of Business Writing
NOT: Business writing should be clear, concise, and written from the receiver’s perspective. However, “purposeful” identifies the reason for the writing, which is to solve a problem or convey information.
AAC: Tier 1—Communication; Tier 2—Purpose
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     4.  Business writing should be economical. In this context, economical can best be defined as
a.   presenting ideas clearly and concisely.
b.   concentrating on the receiver’s perspective instead of your own.
c.   solving problems and conveying information.
d.   getting your audience to believe and accept your message.

ANS: a              REF: p. 32         TYPE: Def                DIF: 1
TOP: The Basics of Business Writing
NOT: Business writing should solve a problem, use the appropriate channel, and be written from the receiver’s perspective. However, “economical” identifies the qualities of conciseness and clarity.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     5.  Business writing should be persuasive. In this context, persuasive can best be defined as
a.   presenting ideas clearly and concisely.
b.   concentrating on the receiver’s perspective instead of your own.
c.   solving problems and conveying information.
d.   getting your audience to believe and accept your message.

ANS: d              REF: p. 32         TYPE: Def                DIF: 1
TOP: The Basics of Business Writing
NOT: Business writing should present ideas clearly and concisely, be written from the receiver’s perspective, solve a problem, and convey information. However, “persuasive” means that the writer tries to get the audience to believe and accept the message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     6.  The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating how your audience will react to your message, and
a.   investigating background information.
b.   composing your message.
c.   adapting your message to the audience.
d.   looking for previous company documents on the topic.

ANS: c              REF: p. 33         TYPE: Con               DIF: 3
TOP: Prewriting


NOT: Many beginning business writers forget to complete the first phase of the writing process, which involves analyzing the audience and purpose, anticipating how the audience will react, and adapting the message to the audience. By analyzing the audience and purpose first, you can focus your research and better compose your message.
AAC: Tier 1—Communication; Tier 2—Purpose, Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     7.  During the second phase of the writing process, you conduct research,
a.   clarify the audience demographics, and edit word choices.
b.   anticipate audience reaction, and adapt the message.
c.   organize ideas, and compose the message.
d.   evaluate message effectiveness, and revise as needed.

ANS: c              REF: p. 34         TYPE: Con               DIF: 3
TOP: Writing
NOT: During the writing stage, you will research and organize your message; then you compose the message. Developing knowledge of the audience occurs in the first stage (prewriting), and evaluating and editing occur in the final stage (revising).
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     8. In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and
a.   evaluate for effectiveness.
b.   assess the cost in the selected delivery channel.
c.   solve the problem.
d.   forward the document to the publishing department.

ANS: a              REF: p. 34         TYPE: Con               DIF: 3
TOP: Revising
NOT: The last step of the writing process is evaluation, which is part of the revising stage.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

     9.  Experts say that writers should spend the most time in the _____ stage of the writing process.
a.   prewriting
b.   writing
c.   revising
d.   transmission

ANS: c              REF: p. 34        TYPE: Con               DIF: 3
TOP: Scheduling the Writing Process
NOT: Beginning writers often neglect the last phase of revising their documents for clarity, conciseness, tone, and readability. However, the best business messages require extensive work in the revising phase to be certain the document best meets the audience’s needs and the purpose of the message. Experts recommend that approximately 50 percent of a writer’s time should be spent in this final phase.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

   10.  The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to
a.   promote goodwill.
b.   comply with governmental regulations.
c.   create written documentation.
d.   avoid lawsuits.

ANS: a              REF: p. 35         TYPE: Con               DIF: 3
TOP: Identifying Your Purpose
NOT: In addition to informing and persuading, an effective business message will promote goodwill, which means that you and your organization will look good in the eyes of your audience. Maintaining the goodwill of customers and employees is essential to business growth and your career advancement.
AAC: Tier 1—Communication; Tier 2—Purpose
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

   11.  Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2)
a.   Why did my boss give this task to me?
b.   What do I hope to achieve with this message?
c.   How can I get this message written as quickly as possible?
d.   Do I have enough time and financial resources to complete the work?

ANS: b              REF: p. 35         TYPE: Ap                 DIF: 5
TOP: Identifying Your Purpose
NOT: All workers may question their boss’s decision, their time, and their resources. Nevertheless, to determine the best organization and presentation, they must focus upon the reason for sending the message and this question: “What do I hope to achieve with this message?”
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   12. Travis must determine the channel for an important business message. In this context, channel refers to the
a.   individuals who will receive the message.
b.   degree of formality required.
c.   medium through which the message is sent.
d.   tone and approach needed to accomplish his purpose.

ANS: c              REF: p. 35         TYPE: Def                DIF: 1
TOP: Selecting the Best Channel
NOT: The channel refers to the medium through which Travis will send his message.
AAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


   13.  You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?
a.   The amount and speed of feedback and interactivity required
b.   Cost of the channel
c.   The confidentiality and sensitivity of the message
d.   The primary channel used by your competitors

ANS: d              REF: p. 35         TYPE: Ap                 DIF: 5
TOP: Selecting the Best Channel
NOT: Consider the following factors when selecting a communication channel: importance of the message, amount and speed of feedback and interactivity required, necessity of a permanent record, cost of the channel, degree of formality required, confidentiality and sensitivity of the message.
AAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   14.  Which of the following communication channels would be considered the richest medium?
a.   Written proposal
b.   E-mail message
c.   Face-to-face conversation
d.   Discussion board posting

ANS: c              REF: p. 35         TYPE: Con               DIF: 3
TOP: Selecting the Best Channel
NOT: Media richness describes the extent to which a channel or medium recreates or represents all the information available in the original message. A richer medium, such as face-to-face conversation, permits more interactivity and feedback. A leaner medium, such as a proposal, e-mail message, or discussion board posting, presents a flat, one-dimensional message.
AAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC: Tier 1—Technology; Tier 2—Communication evolution
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

   15.  Human Resources Manager Claire Siu must inform Anthony that company job changes require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this message is
a.   an e-mail message.
b.   face-to-face communication.
c.   voice mail.
d.   an instant message.

ANS: b              REF: p. 36         TYPE: Ap                 DIF: 5
TOP: Selecting the Best Channel


NOT: The best channel for the delivery of bad news, such as the potential loss of employment, is face-to-face communication. Good news, such as bonus pay for performance, could be delivered through e-mail, voice mail, or instant messaging. Careful writers consider the type of message in selecting the channel.
AAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC: Tier 1—Technology; Tier 2—Communication evolution
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   16.  Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week’s meeting to Wednesday morning. To tell team members that the date of the next meeting has been changed, Michael should
a.   send an e-mail.
b.   meet in person with each team member to explain the change.
c.   call a team meeting to announce the change.
d.   write a short team report to explain the change.

ANS: a              REF: p. 36         TYPE: Ap                 DIF: 5
TOP: Selecting the Best Channel
NOT: E-mail is a better choice for routine announcements. Using individual meetings, a team meeting, or a short report to announce the changed meeting time would be inefficient.
AAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choices
AAC: Tier 1—Technology; Tier 2—Communication evolution
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   17.  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
a.   identifies the property’s outstanding traits and describes them clearly.
b.   concentrates on the price and value of the property.
c.   writes using familiar words and a friendly, informal tone.
d.   considers what the readers are like and how the readers will react to the message.

ANS: d              REF: pp. 36-37 TYPE: Ap                 DIF: 5
TOP: Anticipating the Audience
NOT: When anticipating an audience, Lindsay should consider what the readers are like and how they will react. This will assist her in writing a description of the property and benefits that appeal to her audience.
AAC: Tier 1—Communication; Tier 2—Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   18.  Profiling the audience for a business message helps the writer
a.   identify the appropriate tone, language, and channel.
b.   guarantee that the audience will respond positively to the message.
c.   select slang and jargon the audience will recognize and appreciate.
d.   create a perfect first draft.

ANS: a              REF: p. 37         TYPE: Con               DIF: 3
TOP: Profiling the Audience


NOT: Profiling the audience helps the writer develop a document that has the appropriate tone and language for that audience. It also helps the writer select a channel that will be most effective. Unfortunately, profiling will not eliminate the need for revising the document, nor will it guarantee that the audience will respond positively to the message.
AAC: Tier 1—Communication; Tier 2—Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

   19.  One technique that improves business writing is the use of empathy. Empathy refers to
a.   using inclusive language to eliminate bias.
b.   putting yourself in the receiver’s shoes to adapt the message to the receiver’s needs.
c.   appealing to the audience by using a sender focus.
d.   formatting documents to meet business standards.

ANS: b              REF: p. 38         TYPE: Def                DIF: 1
TOP: Audience Benefits
NOT: Empathy involves shaping a message so that it appeals to the receiver. Writers can do this by putting themselves in the receiver’s shoes.
AAC: Tier 1—Communication; Tier 2—Analysis
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

   20.  Which of the following sentences best focuses on the audience?
a.   We are very pleased to have you as our newest customer.
b.   You can help us by sending us your payment immediately.
c.   Register now to lock in your preferred travel dates.
d.   All of the above sentences are focused on the audience rather than the sender.

ANS: c              REF: p. 38         TYPE: Ap                 DIF: 5
TOP: Audience Benefits
NOT: The sentence “Register now to lock in your preferred travel dates” places focus on the audience. The other sentences place more focus on the sender.
AAC: Tier 1—Communication; Tier 2—Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   21.  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?
a.   I have not approved your vacation for August because you applied too late.
b.   We didn’t receive your application early enough for the August vacation schedule.
c.   Although the August schedule is full, you may qualify for a vacation in September if you apply now.
d.   The August vacation schedule was posted in May. You should have consulted it before applying now.

ANS: c              REF: pp. 38-39 TYPE: Ap                 DIF: 5
TOP: “You” View


NOT: Each of the messages provides similar information to Samantha, but only one (“You may qualify for a vacation in September if you apply now although the August schedule is full”) represents effective use of the “you” view. It shows the benefits to the receiver (September vacation) without sounding accusatory.
AAC: Tier 1—Communication; Tier 2—Audience
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   22.  Create a conversational but professional tone in letters, e-mail messages, instant messages, and memos by
a.   choosing a clear format and effective document layout.
b.   smiling and using good eye contact.
c.   using familiar words, occasional contractions, and pronouns such as I and you.
d.   using slang and IM abbreviations such as IMHO and BTW.

ANS: c          REF: p. 40                   TYPE: Con         DIF: 3
TOP: Conversational but Professional
NOT: You will have a conversational tone when you use familiar words, occasional contractions, and first- or second-person pronouns. Professional messages do not include IM abbreviations, slang, sentence fragments, and chitchat.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

   23.  Marketing Director Kiprova will inform the board of directors that customers are not responding positive to the company’s Paris Hilton ads. Which of the following is the most appropriate announcement?
a.   Our customers are ripping on our Paris Hilton ads, even though we know these ads rock.
b.   Our customers are badmouthing this awesome new marketing campaign; they are obviously just out of it.
c.   I have received criticism of the new Paris Hilton ads from our customers.
d.   It has come to my attention that our customers have denigrated our strategic implementation of Paris Hilton’s notoriety in our novel ad campaign.

ANS: c          REF: p. 40                   TYPE: App         DIF: 5
TOP: Conversational but Professional
NOT: Using the words “ripping on,” “rock, “badmouthing,” “awesome,” and “out of it” is unprofessional. Words such as “denigrate,” “strategic implementation,” and “notoriety” are examples of inflated language that may be unfamiliar. The word “criticism” better describes the customers’ reactions.
AAC: Tier 1—Reflective Thinking; Tier 2—Analysis, Conclusion

   24.  As employees conduct more business using instant messaging, they should send messages that are informal, conversational, and
a.   professional.
b.   streamlined (e.g., using abbreviations such as ur for you are).
c.   casual, including low-level language.
d.   filled with slang and jargon.


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