Test Bank For Workplace Communications: The Basics Eighth Edition George J. Searles, Mohawk Valley Community College Prepared by Kathy Riley iii CONTENTS Chapter 1: The Keys to Successful Communication: Purpose, Audience, Tone, and Ethics 1 Chapter 2: Workplace Correspondence: Memos, E-mail, Text Messages, and Business Letters 9 Chapter 3: Effective Visuals: Tables, Graphs, Charts, and Illustrations 17 Chapter 4: Short Reports: Page Design, Formats, and Types 25 Chapter 5: Collateral Advertising: Fliers, Brochures, Newsletters, and Websites 32 Chapter 6: Instructions: Guidelines, Alerts, and Procedure Descriptions 39 Chapter 7: Job Application Process: Online Search, Cover E-mail, Résumé, Interview, and Follow-Up 47 Chapter 8: Oral Presentations: Preparation and Delivery 54 Chapter 9: Proposals: Objectives, Types, and Formats 61 Chapter 10: Long Reports: Format, Collaboration, and Documentation 69 1 CHAPTER 1 The Keys to Successful Communication: Purpose, Audience, Tone, and Ethics MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1. Which purpose would be served by a memo asking for supplier prices on a frequently purchased item? a. persuasion b. creating a record c. providing information d. requesting information Correct Answer: D 2. Which of the following questions is related to purpose? a. “Am I writing primarily to create a record, to request or provide information, or to persuade?” b. “Who will read what I have written?” c. “What factors might influence the readers’ response to this message?” d. “Am I writing to one person or more than one?” Correct Answer: A 3. Which of the following questions relates to ethics? a. “Am I writing primarily to create a record, to request or provide information, or to persuade?” b. “Is what I am writing factually correct?” c. “What factors might influence the readers’ response to this message?” d. “What do the readers already know about this specific situation?” Correct Answer: B 4. Which of the following is part of the prewriting stage of the writing process? a. considering the organization of the content b. creating a first draft, concentrating on content c. adjusting the tone to suit the audience d. identifying the purpose and intended audience Correct Answer: D 5. Which of the following questions can be used to tailor a piece of writing to a particular audience? a. “What are the readers’ job titles or responsibilities?” b. “Am I writing primarily to create a record, to request or provide information, or to persuade?” c. “What factors might influence my skill as a writer?” d. “Have I credited my information sources?” 2 Correct Answer: A 6. Which of the following is part of the rewriting stage of the writing process? a. checking for ethical validity b. creating a first draft, concentrating on content c. deciding what needs to be said d. choosing the most appropriate format Correct Answer: A 7. Which of the following is an accurate statement about workplace communication? a. The memo has now been almost totally replaced by texting. b. Every instance of workplace writing occurs for a specific reason. c. Every instance of workplace writing is intended for a general audience. d. Workplace writing should avoid personal pronouns such as I and you . Correct Answer: B 8. Which of the following is an example of reader-centered perspective? a. A public-opinion survey describes 55 percent of the respondents as a “substantial majority.” b. An employee assigned to prepare a report submits a similar report written by someone at another company and downloaded from the Internet. c. A writer uses please , thank you , and other polite terms. d. A writer provides detailed statistical information in a report for a general audience. Correct Answer: C 9. What is the main problem with the Fin & Feather Pet Supplies letter in Exercise 1.3 in the text, in which the writer discusses a malfunctioning heating unit? a. The writer fails to use polite language. b. The writer fails to tell the reader what action is required. c. The letter uses incorrect formatting for a business letter. d. The writer provides inappropriate details about the situation. Correct Answer: D 10. What is the main problem with the e-mail to Mr. Rhodes in Exercise 1.2 in the text, in which the writer explains why she missed a day of work? a. The writer fails to apologize for an inappropriate action. b. The writer should have used a business letter rather than an e-mail. c. The writer provides inappropriate details about the situation. d. The subject line is not accurate. Correct Answer: C 11. Which of the following is an example of a “softening” word or phrase? a. furthermore 3 b. actually c. if you wish d. OTOH (meaning on the other hand ) Correct Answer: C 12. Which of the following strategies would be appropriate when a problem has been caused by an error or oversight on your part? a. Don’t mention the error. b. State specifically what your mistake was. c. Explain how the situation will be corrected. d. Create an excuse for the mistake. Correct Answer: C 13. Which of the following statements is true about whistle-blowing? a. Retaliation against the whistle-blower is easy to prove. b. The whistle-blower may return to a hostile work environment. c. Blacklisting rarely affects the whistle-blower’s future job search. d. A worker’s primary obligation is to follow an employer’s directions, even if they seem unethical. Correct Answer: B 14. Using terms deliberately chosen for their ambiguity (e.g., “customary service charges”) may create __________. a. a high-context communication b. a hostile tone c. unethical communication d. upward communication Correct Answer: C 15. Which of the following raises ethical concerns in writing? a. documenting sources b. expressing regret about a mistake c. full disclosure of information d. conflict of interest Correct Answer: D 16. Which of the following is true of idioms? a. They are recommended when communicating with international audiences. b. They defy direct translation. c. They are uniformly understood when communicating across varieties of the same language (e.g., American, British, and Canadian English). d. They are recommended for highly formal communication. Correct Answer: B 4 17. Which of the following follows a strategy for a positive tone? a. “Your case has been closed and will not be reopened unless you file a new claim.” b. “Don’t call us after 3:00 p.m. on Fridays.” c. “Thank you for purchasing our product and for taking the time to contact us about it.” d. “We feel certain that the unsatisfactory performance of your recent purchase was caused by something you did.” Correct Answer: C 18. Which of the following indicates a reader quality that places that person higher on the pecking order? a. an introverted personality b. more education c. less access to information d. greater need Correct Answer: B 19. Which of the following is true of a casual tone? a. It should not be adopted with equals. b. It should not be adopted with subordinates. c. It should maintain a “business is business” attitude. d. It may be perceived as combative. Correct Answer: C 20. Which of the following is true of a casual tone? a. An excessively conversational tone should be avoided. b. It is appropriate to adopt with superiors. c. It is appropriate to include personal information, for example about leisure activities. d. Personal pronouns should be avoided. Correct Answer: A 21. Which of the following best describes a writer from the United States communicating with a reader from the Middle East? a. The writer is from a high-context culture, while the reader is from a low- context culture. b. The writer is from a low-context culture, while the reader is from a high- context culture. c. Both the writer and reader are from high-context cultures. d. Both the writer and reader are from low-context cultures. Correct Answer: B 5 22. Which of the following best describes a writer from Asia communicating with a reader from the South America? a. The writer is from a high-context culture, while the reader is from a low- context culture. b. The writer is from a low-context culture, while the reader is from a high- context culture. c. Both the writer and reader are from high-context cultures. d. Both the writer and reader are from low-context cultures. Correct Answer: C 23. What purpose would be served by a memo apologizing for a missing part on a recently shipped order and giving the reader a tracking number for a replacement part? a. persuasion b. providing information c. obtaining information d. requesting information Correct Answer: B 24. Which of the following is true of business and technical communications in low- context cultures? a. They emphasize background information. b. They often contain an interpersonal component. c. They de-emphasize background information. d. They are often long-winded. Correct Answer: C 25. What is the best description of the writer-audience relationship in the letter from the claims adjustor at Southeast Insurance Company in Exercise 1.1 in the text? a. The writer holds a superior position to the reader. b. The writer holds a subordinate position to the reader. c. The writer is a peer (equal) of the reader. d. The writer doesn’t know who the reader is. Correct Answer: A 26. Which of the following is true of acronyms and abbreviations frequently used in social media and text messaging (e.g., OTOH for on the other hand )? a. Most are appropriate for workplace communication. b. They will usually be readily understood by readers for whom English is not their native language. c. They may not be readily understood by older readers. d. They will usually be readily understood by older readers. Correct Answer: C 6 27. Which of the following is true of technical acronyms specific to particular businesses and occupations? a. Most are inappropriate for workplace communication. b. They may facilitate dialogue among employees in those fields. c. They may not be readily understood by older readers. d. They may facilitate communication with a lay audience. Correct Answer: B 28. Which of the following is true of business and technical communications in high- context cultures? a. They emphasize background information. b. They avoid an interpersonal component. c. They de-emphasize background information. d. They are relatively concise, compared to low-context communications. Correct Answer: A 29. Which of the following is true of an executive reader? a. The reader has decision-making power. b. The reader does not possess significant prior knowledge of the field. c. The reader should be addressed using strategies appropriate for those outside your workplace. d. The reader doesn’t have the authority to make decisions. Correct Answer: A 30. Which of the following types of communication is intended for those at your own level in the hierarchy? a. upward communication b. lateral communication c. downward communication d. outward communication Correct Answer: B 31. Which of the following types of communication best describes a letter to someone at a company with which you do business? a. upward communication b. lateral communication c. downward communication d. outward communication Correct Answer: D 32. Which of the following types of communication best describes an e-mail to an intern you’ve been assigned to train? a. upward communication b. lateral communication 7 c. downward communication d. outward communication Correct Answer: C 33. Which of the following types of communication best describes a text message replying t o a question from your supervisor? a. upward communication b. lateral communication c. downward communication d. outward communication Correct Answer: A 34. Which of the following types of communication best describes a voicemail to a coworker in your department? a. upward communication b. lateral communication c. downward communication d. outward communication Correct Answer: B 35. Which of the following tactics might cause a document to fail an ethics test? a. The writer shares relevant information with coworkers. b. The writer gives credit for others’ ideas, findings, or written material. c. The writer uses terms deliberately chosen for their clarity and precision. d. The writer downplays negative aspects of a situation in order to create the desired impression. Correct Answer: D SHORT ESSAY. Answer the questions below using what you read in the book to help you formulate your answers. 36. Explain three strategies for making a piece of writing more reader-oriented, and give an example of each. 37. Explain the advantages and disadvantages of sending business correspondence by e- mail rather than by a traditional, mailed letter. 38. Analyze the e-mail from the Chief of Campus Security in Exercise 1.1 in the text in terms of the principles about good tone that it violate s. 39. You are reviewing a memo written by an intern whom you supervise and discover that the writer has included a paragraph from a competitor’s website (without any attribution). How would you proceed? 8 40. You are writing a memo to your coworkers explaining a new procedure for requesting travel reimbursement, and, in addition, you are sending a copy to your supervisor. Who is your primary audience in this case? Explain any strategies you might use to adjust your tone. 9 CHAPTER 2 Workplace Correspondence: Memos, E-mail, Text Messages, and Business Letters MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1. The typical purpose of a memo is to __________; as a result, its approach tends to be __________. a. complain, direct b. persuade, indirect c. request, indirect d. inform, direct Correct Answer: D 2. Text messages are limited to how many characters? a. 140, not including spaces and punctuation marks b. 160, not including spaces and punctuation marks c. 150, including spaces and punctuation marks d. 160, including spaces and punctuation marks Correct Answer: D 3. What is the main purpose of a signature file in an e-mail? a. to make the e-mail seem less formal b. to identify your name and address if your e-mail name and address don’t fully reveal your identity c. to replace the salutation traditionally used in a written business letter d. to replace the “To” line traditionally used in a memo Correct Answer: B 4. Which of these is true of communicating by text? a. Texts do not provide a record of exactly when the communication was sent. b. It’s fine to send and receive unrelated texts to others even when you’re in a face-to-face meeting with colleagues. c. It can be harder to reconstruct a “paper trail” from texts if one is needed in the future. d. Texts make it easy to convey the sender’s tone of voice. Correct Answer: C 10 5. Which of the following is a similarity between traditional memos and e-mails? a. Both tend to be dashed off “in the heat of the moment.” b. Both can be sent to multiple readers. c. Needless correspondence is created by both. d. Both tend to be proofread carefully. Correct Answer: B 6. Identify one cause of an “e-mail about e-mail.” a. mistakes caused by hasty composition b. the use of spell-checkers c. the relative informality of e-mail d. the use of text messaging instead of e-mail for relatively informal interchanges Correct Answer: A 7. A letter-style salutation is eliminated by which of the following? a. the Subject line of an e-mail b. the complimentary close of an e-mail c. the signature block of an e-mail d. the To line of an e-mail Correct Answer: D 8. Which of the following is true of an in-house e-mail, as opposed to an external e- mail? a. The tone of an in-house e-mail can be more informal. b. An in-house e-mail is usually longer and more fully developed. c. More background information is needed for an in-house e-mail. d. An in-house e-mail should use a letter-style salutation and complimentary close. Correct Answer: A 9. Which of the following is a recommended practice when sending an attachment? a. Avoid sending an attachment under 1 MB. b. Include a sentence in the body of the e-mail referring to the attachment. c. Assume that your reader will notice the attachment without having his or her attention drawn to it. d. Use text messaging to send an attachment. Correct Answer: B 10. Which of the following is recommended when replying to an e-mail sent to multiple recipients? a. Always click Reply All. b. Reply All any time one of the recipients is your supervisor. c. Don’t click Reply All unless there is a valid reason to do so. 11 d. Reply All any time the sender is your supervisor. Correct Answer: C 11. Which of the following is true about forwarding an e-mail to other readers? a. You should have the original writer’s knowledge and permission. b. It is appropriate to do so as long as you send it to only one other reader. c. It is appropriate to do so as long as the message is business-related. d. It is appropriate to do so as long as the message was sent from the reader’s business e-mail address to your business e-mail address. Correct Answer: A 12. Which of the following is true about personal messages? a. Many employers provide a separate e-mail “bulletin board” for announcements such as personal sales and unwanted tickets to events. b. Personal messages may be sent as long as you do so to one recipient at a time. c. Personal messages may be sent as long as you do so only in a mass mailing. d. You are not legally responsible for the content of any personal messages. Correct Answer: A 13. Which of the following is true about memos? a. Most memos take an indirect approach. b. Never send a memo that is only one sentence or paragraph. c. Typically, memos are at most 3 to 4 short paragraphs. d. Important memos should be written in all capitals. Correct Answer: C 14. The Subject line of a memo is analogous to which of the following? a. a salutation b. a complimentary close c. a fax message d. a newspaper headline Correct Answer: D 15. Review the scenario in Exercise 2.1 in the text, asking for volunteers to work overtime on Labor Day. In this situation, what would be the most appropriate way to send the e- mail? a. The e-mail should be sent simultaneously to all eligible employees. b. The e-mail should be sent individually to all eligible employees. c. A memo should be posted on the lunchroom bulletin board. d. The 40 employees most likely to volunteer should be contacted by voice mail, followed by an e-mail to other eligible employees if an insufficient number volunteer. Correct Answer: A 12 16. A standard in-house memo contains which of the following elements? a. the recipient’s office address b. a Subject line c. a salutation d. a complimentary close Correct Answer: B 17. An external e-mail nearly always includes a letter-style salutation and complimentary close, unless which of the following circumstances is true? a. The e-mail contains detailed information providing background about the reason of the current e-mail. b. Including a salutation and complimentary close will cause the e-mail to exceed one screen page in length. c. The writer and reader have established an ongoing professional relationship. d. The writer and reader are extremely busy. Correct Answer: C 18. “Claim letter” is another term for what type of business letter? a. one that voices a complaint b. one that responds to a complaint c. one that authorizes a purchase order for a particular product or service d. one that requests a payment of an overdue account Correct Answer: A 19. “Adjustment letter” is another term for what type of business letter? a. one that voices a complaint b. one that responds to a complaint c. one that authorizes a purchase order for a particular product or service d. one that acknowledges a favor Correct Answer: B 20. Which of the following is a correct statement about business letter format? a. Over the years, letters have been formatted in various ways. b. Today, full block style is extremely rare. c. The first line of every paragraph in full block style is indented. d. Full block style means all capitals. Correct Answer: A 21. Which of the following is a correct statement about the body of a letter formatted in full block style? a. The letter is single-spaced throughout, with single spacing between the blocks of print. 13 b. The letter is double-spaced throughout, with double spacing between the blocks of print. c. The letter is single-spaced throughout, with double spacing between the blocks of print. d. The letter is double-spaced throughout, with triple spacing between the blocks of print. Correct Answer: C 22. Which of the following is true of texting? a. Extreme concision (e.g., abbreviations and phonetic spelling) is recommended for most texts. b. Generational or cultural differences between recipient and sender may lead to misunderstanding of abbreviations and phonetic spelling. c. Texts are the preferred mode of communication if the subject matter is fairly important or sensitive. d. Texts are the preferred mode of communication if a permanent record is needed. Correct Answer: B 23. Which of the following is recommended as the best style for a business letter? a. Official, bureaucratic language such as “Pursuant to our agreement” is recommended in order to create a businesslike tone. b. Direct, conversational phrasing is appropriate for most situations. c. The style of a business letter can typically be less formal than the style of an in-house memo. d. Use of abbreviations and phonetic spelling, similar to those used in texts, is now considered appropriate for most business letters. Correct Answer: B 24. Which of the following is true about e-mail and text transmissions, but not about letters? a. The reader’s name is fully spelled out. b. The exact date of transmission is indicated. c. The exact time of transmission is indicated. d. The writer’s name is fully spelled out. Correct Answer: C 25. The term “inside address” refers to which of the following? a. the receiver’s full name, title, and address b. the writer’s full name, title, and address c. the preprinted letterhead on which most standard business letters are sent d. a salutation like “Dear Human Resources Department” Correct Answer: A