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Chapter 01

Succeeding in Business Communication

True / False Questions

1.	Unlike his boss, Mitchel, who is an entry-level engineer, does not require skills in reasoning, mathematics, and communication. True False

2.	Oral communication is always for internal audiences in an organization and written communication is strictly created for external audiences. True False

3.	"The cost of hardware to store e-mail is much higher than the cost to administer and maintain archives." True False

4.	How quickly a document can be read is determined by the difficulty of the subject matter and by the document's organization and writing style. True False

5.	Poor writing may need to be rewritten and frequently brought to other people for help. True False

6.	The best way to keep an audience involved in a presentation is to make them guess what the presenter wants to convey. True False

7.	"When writing a document, you should place the main point in the middle of a long first paragraph in order to keep the reader from skipping information." True False

8.	Dejuan has to send a newsletter to all the employees. While addressing the employees in the newsletter, he should treat them as people, not as numbers. True False

9.	Conventions in business communication help people recognize, produce, and interpret different kinds of communications. True False

10.	It is mandatory to follow the same standard conventions in all organizations across the world. True False

11.	E-mails are a more formal mode of communication than presentations. True False

12.	Oral channels are better for group decision making, and allow misunderstandings to be cleared up more quickly. True False

13.	How detailed a message should be depends upon the kind of message, the purposes of the message, the audiences for the message, and the corporate culture. True False

14.	In order to solve a problem, it is essential to develop several solutions and measure them against the audience and purposes. True False

15.	While communicating with a client, Karen, a sales executive, should consider all characteristics of the client including those which may seem irrelevant. True False

16.	When a message includes an argument for a decision, reasons and audience benefits are always financial in nature. True False

17.	Aldo, a manager, is writing an e-mail to his subordinates informing them about the new office rules. While writing the e-mail, he should identify many benefits in the new rules, and ensure that the benefits are adapted to the needs of his subordinates. True False

18.	Fredrick is creating a brochure. To make the brochure more appealing, he should use paragraphs with more than eight lines. True False

19.	Rodrigo has to design an invitation to a corporate event. While designing the invitation, he should not put himself in the reader's situation, because that might distract attention from the purpose of the message. True False

20.	When receiving feedback on a message, it is important not only to know if a message succeeded or failed, but also to know the reasons it succeeded or failed. True False

Multiple Choice Questions

21.

Which of the following is an example of verbal communication?

A.

Logos

B.

Gestures

C.	Eye contact

D.

Pictures

E.

Tweets

22.

Loretta, a professor, recently gave a presentation on over-consumerism and its impacts. The presentation was a huge success, mainly because she used a lot of nonverbal communication which drew the audience's attention and made the presentation interesting. Which of the following is a form of nonverbal communication that Loretta must have used in her presentation?

A.

Anecdotes

B.	Narrations

C.	Quotations

D.

Graphics

E.

Jokes

23.

_____ are a type of nonverbal communication.

A.

Pictures

B.	Presentations

C.

E-mails

D.

Memos

E.	Informal meetings

24.

An example of an interpersonal nonverbal signal of authority is a company executive:

A.	sitting at the head of a conference table at a board meeting.

B.	greeting the executives of another company with weak handshakes.

C.	writing a progress report on a campaign activity.

D.	sending out an e-mail announcing a new policy.

E.	presenting a report on a project recently completed.

25.

Which of the following statements is true of communication skills at entry-level jobs?

A.	Communication skills are not important, since new employees do not communicate with others.

B.	Communication skills are ranked relatively low among the qualities which employers look for.

C.	Communication skills are required for understanding instructions and for asking questions.

D.	Communication skills are not necessary if a person has good reasoning and technical skills.

E.	Communication skills are not required, because people at entry-level jobs do not have writing responsibilities.

26.

_____ skills consistently rank first among the qualities that employers look for in college graduates.

A.

Technical

B.	Communication

C.	Mathematical

D.	Abstract reasoning

E.	Mechanical

27.

According to the survey conducted by the National Commission on Writing, _____ is a writing responsibility which all employees have.

A.	technical writing

B.

blogging

C.	instant messaging

D.

e-mailing

E.

tweeting

28.

Which of the following statements is true about writing skills required at work?

A.	Firefighters do not require writing skills.

B.	Almost every entry-level professional requires good communication skills.

C.	Managerial jobs require good management skills and not good communication skills.

D.	Managers do not require writing skills, as they have assistants to do their writing work.

E.	Higher authorities in an organization do not need to write, as they will have form letters and templates.

29.

Which of the following is an example of an internal audience for written communication at work?

A.

Suppliers

B.	Stockholders

C.

Clients

D.

Funders

E.	Subordinates

30.

Which of the following is an example of an external audience for written communication at work?

A.	The human resource team

B.	A subordinate

C.

A manager

D.	A colleague

E.	A potential employee

31.

Dong Ho works at Welborough Bank in California. He recently gave a presentation on "Benefits of Investing in Unit-Link Plans" to the members of his team, the sales team, and the marketing team. He also showed the presentation to his superiors before making a few changes and presenting it to the customers. The external audience for Dong's presentation includes:

A.	the sales team.

B.	the marketing team.

C.	his superiors.

D.	the customers.

E.	his subordinates.

32.

Natalia who works for Trends, a fashion business, needs to give a presentation to her superiors about the marketing plan for the newly launched Vogue line of clothing. Once she receives an approval for it, she will be sharing details of the launch with distributors, clients, and fashion businesses with which they have tie-ups. In addition, she will also be presenting the plan to the press to spread word about the new clothing line. Who among the following would be included in Natalia's internal audience?

A.	Other fashion businesses

B.

Clients

C.

Superiors

D.	Distributors

E.

Press

33.

Ella, a human resource manager, has written a report for the organizational director on the staffing needs of the company. Along with the report, she has also sent a memo explaining why the document is being forwarded to him. The accompanying document is called a _____.

A.

quotation

B.	10-K Report

C.	claims adjustment

D.	transmittal

E.	policy and procedure bulletin

34.

Which of the following documents is used for performance appraisals, salaries, and hiring?

A.	Annual report

B.	Job description

C.	Monthly report

D.	Thank-you letter

E.	Procedure bulletin

35.

Evelyn Jones who works for Lobo Events, an event management company, is preparing a document on the problems faced while hosting events and generating revenue. In the report, she explains that unavailability of venues for events in particular seasons and steep charges by music bands are challenges faced by the company. In addition, she explains the company's performance and that it generated revenue of $25,000,000 in the last three months. Which of the following documents is Evelyn preparing in this scenario?

A.	Letter of transmittal

B.	Performance appraisal

C.	Procedure bulletin

D.	Quarterly report

E.	10-K Report

36.

A(n) _____ is a statement of company rules, guidelines, and instructions with a purpose to inform, and build both image and goodwill.

A.	policy and procedure bulletin

B.	10-K report

C.

appraisal

D.	transmittal

E.	annual report

37.

Which of the following is a function of a request to deviate from policy and procedure bulletin?

A.	Explaining that another approach is better for a specific situation rather than the standard approach

B.	Discussing profitability and problems during a period and how it deviates from past figures

C.	Summarizing financial information to be filed with the Securities and Exchange Commission

D.	Discussing the granting or denying of customer request to be given credit for defective goods

E.	Explaining why an organization's statistical figures deviates or varies from external market figures

38.

Leah, a communications manager at a travel company, needs to evaluate her team members' work for the last financial year. She needs to prepare a report on the evaluation of objectives they helped achieve. Which of the following documents is Leah preparing in this scenario?

A.	Career assessment

B.	Performance appraisal

C.	Quarterly report

D.	Memo of congratulations

E.	Role-based assessment

39.

A memo of congratulations is written to:

A.	clients who have been with a company for over 10 years.

B.	employees who have won awards or been promoted.

C.	company partners at the end of a project.

D.	external allies for a well implemented campaign.

E.	suppliers who have been loyal to a company.

40.

Lian Chang is the owner of Blaze, a fashion business in Manhattan. She received an e-mail from her client requesting for price details on her eco-friendly line of clothing. Now, she needs to write a letter to him with the requested details. Which of the following is Lian likely to produce in response to the customer e-mail?

A.	A 10-K Report

B.	A thank-you letter

C.	A quotation

D.	A claims adjustment

E.	A transmittal

41.

A _____ is an external document granting or denying a customer request to be given credit for defective goods.

A.	10-K Report

B.	quarterly report

C.	policy and procedure bulletin

D.	transmittal

E.	claims adjustment

42.

Every year in the month of April, Rowland and Co. files a report to the Securities and Exchange Commission of the U.S.A. The report consists of details about their audited financial statements, executive compensation, and equities. Which of the following documents is being mentioned in this scenario?

A.	Annual report

B.	Quarterly Report

C.	Claims adjustment

D.	10-K report

E.

Quotation

43.

In business communication, which of the following is the main purpose of thank-you letters?

A.	To build an image of the organization

B.	To build an image of the writer

C.	To build goodwill

D.	To persuade

E.

To inform

44.

Jacob is drafting an annual report for his organization. After completing the report, he sends it to all the team leaders in the organization, so that they can check the content and add information regarding the achievements of their team. After Jacob receives the altered reports from the leaders, he sends them to the CEO for a final check. The CEO checks the report, and sends Jacob the corrections that need to be incorporated. Which of the following best describes the process depicted by this scenario?

A.	Document cycling

B.	Inconsistent messages

C.	E-mail storage process

D.	Administration of documents

E.	Incompatible communication systems

45.

Which of the following statements is true of the costs of communication?

A.	Cost of hardware is not included in the cost of communication.

B.	Document cycling processes decrease the cost of communication.

C.	E-mail storage contributes a significant part of the cost of communication.

D.	Paper documents are not included while estimating the cost of communication.

E.	E-mails with attachments are the costliest form of communication.

46.

Which of the following statements is true of business communications?

A.	E-mails with attachments are the costliest form of communication.

B.	Costs for retrieval of corrupted messages are not included in the cost of communication.

C.	Costs for storage of e-mails are included in hardware costs and not in the cost of communication.

D.	Cost of hardware is included in the cost of communication.

E.	Longer e-mails cost less than smaller e-mails.

47.

Which of the following statements is true of the time consumed due to bad writing?

A.	Bad writing results in cycling of the document and increases the time required to complete a document.

B.	Bad writing always conveys good ideas, but requires more time to discuss each idea.

C.	Bad writing is usually incomplete and, therefore, saves time by reducing unwanted discussions.

D.	Bad writing conveys very little information, so it requires very little time to understand.

E.	Bad writing doesn't take long for the reader to read, as it is usually short.

48.

Meyer is a customer service executive. While responding to a customer complaint, he considers the customer's expectations and the customer's point of view. He writes, "Please find a document attached to this e-mail. You can find therein the criteria for exchange and replacement of products." He uses language that is legalistic to avoid legal problems. As a best practice in business communication, which of the following should Meyer do to improve his response e-mail?

A.	Use herein instead of therein.

B.	Avoid using legalistic language.

C.	Write the e-mail from his point of view.

D.	Increase the legalistic language use.

E.	Begin his message with "Gentlemen, please find a document…"

49.

Benjamin is a manager at a software firm. He needs to make sure that the members of his team complete work on a project with an approaching deadline. To remind them about the deadline, he writes an e-mail stating, "You need to complete the work by Monday, so that I can deliver the product to the client on time." His e-mail, however, involves a writing flaw. Which of the following writing flaws is present in Benjamin's e-mail?

A.	Selfish tone

B.	Vague request

C.	Legalistic language

D.	Misused words

E.	Confusing words

50.

Which of the following is a characteristic of good writing?

A.	It keeps requests ambiguous which helps avoid arguments.

B.	It uses legalistic language to impress the readers.

C.	It analyzes the larger context in which words may appear.

D.	It presents the main point in the middle of a long paragraph.

E.	It requires a reader to gather additional information.

51.

Which of the following statements is true of legal problems in communication?

A.	Poor business communication causes legal problems only to an organization.

B.	Documents cannot be used as evidence in contexts a writer did not intend.

C.	Only letters and e-mails can cause legal obligations for organizations.

D.	Instant messages do not cause legal obligations for organizations.

E.	Individual communications can result in legal problems.

52.

Rebecca, a human resource executive, received a letter from her manager, advising her to organize an interactive program for some of the employees of the organization. Rebecca needs to call her manager to find out the objective of the program, when it needs to be organized, and which employees need to attend the program. In this scenario, the manager's letter does not represent good business and administrative communication because:

A.	it allows the reader to act on it instantly.

B.	the message is incomplete.

C.	the message is incorrect.

D.	the reader requires more time to understand the message.

E.	it prevents the reader from guessing.

53.

Which of the following statements is true of good business and administrative communication?

A.	It makes an audience guess the message a speaker or writer has presented.

B.	It leaves the audience's questions unanswered to create challenges and interactions.

C.	It represents messages which are free from errors in spelling and grammar.

D.	It considers members of an audience as numbers instead of as groups of people.

E.	It takes a long time to decipher and it challenges an audience's intellect.

54.

Which of the following is true of the use of communication technology?

A.	Role of electronic communications continues to increase in personal contexts and decrease in business contexts.

B.	In the office, more and more communication is done by paper documents and face-to-face interactions.

C.	Technologies that increase productivity and save money are often used in business.

D.	Social media such as Facebook and Twitter are losing their importance in business offices.

E.	Texting is not used as a mode of communication in business contexts.

55.

Which of the following statements is true of conventions?

A.	They remain constant over long periods of time.

B.	They are widely accepted practices.

C.	They apply universally to all audiences.

D.	They are practices one seldom encounters.

E.	They can be best learned by reading reports.

56.

Which of the following is a key to using conventions effectively?

A.	Using conventions only for routine activities

B.	Remembering that conventions do not change with time

C.	Using conventions without adjusting them for a particular audience

D.	Remembering that every organization follows the same conventions

E.	Remembering that conventions always need to fit the current situation

57.

The best way to learn the conventions in a particular workplace is to:

A.	see what other workers are doing.

B.	read documents on office guidelines.

C.	interact with the human resources department.

D.	get updated by the manager or supervisor.

E.	research online about the organization.

58.

Milo, who is working in the U.S., has been transferred to an office in India. Which of the following is the best way for Milo to learn the conventions in the Indian office?

A.	He should follow the same conventions used in the U.S., as conventions do not change.

B.	He should research about the conventions in Indian businesses before he comes to India.

C.	He should observe what other workers are doing in the Indian office.

D.	He should ask clients in India about the conventions.

E.	He should read more Indian business magazines.

59.

Which of the following should you do when analyzing business communication situations?

A.	Avoid taking into account emotions of other people when stakes are high.

B.	Take into account only the needs of the organization and not those outside the organization.

C.	Use written channels instead of oral channels for better decision making.

D.	Use detailed instructions to understand audiences and corporate culture.

E.	Consider your own needs as well as the needs of your superior and your audience.

60.

Paper documents and presentations are preferred over e-mail, texting, tweeting, and phone calls when:

A.	group decisions need to be made.

B.	misunderstandings need to be cleared quickly.

C.	communication needs to be personal.

D.	conflicts need to be resolved immediately.

E.	communication needs to be formal.

61.

Which of the following questions is one of the five questions that should be asked for solving business communication problems?

A.	What can you infer from the information you're given?

B.	What information must your message include?

C.	Where could you get additional information?

D.	Which solution is likely to work best?

E.	What channel should you use?

62.

Which of the following actions should be followed while solving business communication problems?

A.	Consciously developing one key solution instead of multiple ones

B.	Understanding that even irrelevant features of an audience are important

C.	Emphasizing information by placing it in the middle of a paragraph

D.	Identifying one main audience benefit if it is a persuasive message

E.	Ensuring that benefits are adapted well to the needs of the audience

63.

Aliya is presenting a report on "Negative Impacts of Genetic Engineering" at a conference on Food Security in Manhattan. The audience consists of scientists, government officials, and members of civil society groups, some of these are skeptical about the subject. Which of the following would best help Aliya handle the audience?

A.	Presenting the good ideas of genetic engineering at the end of the report

B.	Presenting the main points of the report in the middle of the report

C.	Making the milestones achieved section clear in the first paragraph

D.	Approaching the issue of genetic engineering indirectly

E.	Identifying one main audience benefit instead of several benefits

64.

Which of the following is a way to make a document more visually inviting?

A.	Avoiding the use of subject lines since they disorient the reader

B.	Using headings to group unrelated ideas

C.	Avoiding the numbering of points to make the document look clean

D.	Using lists and indented sections to emphasize examples

E.	Using long paragraphs consisting of more than ten typed lines

65.

Which of the following styles of writing should be followed to create a business document?

A.	It should make the message as friendly and personal as possible.

B.	It should use complex words if it is being addressed to strangers.

C.	It should place positive information at the end of the document.

D.	It should focus more on what is impossible so that it can tackle the problem.

E.	It should use me-attitude to show that one is confident about the document.

Short Answer Questions

66.	Explain how verbal communication, nonverbal communication, and interpersonal nonverbal signals differ from each other.

67.	Johanna, who is appointed as a software engineer, thinks that she will not need to have any writing ability for the job, because she is joining as an engineer and not as a writer. Explain why this belief is fundamentally flawed.

68.	Discuss the main costs of communication.

69.	Explain how poor writing contributes to wasted time.

70.	Poor communication choices can lead to legal problems in an organization. Elaborate.

71.	Explain the criteria for an effective message?

72.	What are conventions of communication and how are they best learned?

73.	What are the various communication channels that you can use to communicate?

74.	Explain, briefly, the process to create good messages.

75.

Savanna recently gave a presentation for a group of college students on how to choose the right career path. The presentation was a huge success and the students in their feedback form stated that the visual appeal of the presentation was excellent. What characteristics did the presentation most likely have?

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Chapter Number:

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Created Date:

Aug 21, 2025

Chapter Name:

Chapter 1 Succeeding In Business Communication

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