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Chapter 6
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Internal communication refers to the
A) ability of a company to communicate with its customers
B) communication you have in your head with yourself
C) information that you are able to tell outsiders about the company
D) exchange of information and ideas within an organization
Answer: D
Diff: 1 Page Ref: 97
2) For routine, internal communication you should use
A) e-mail
B) memos
C) letters
D) all of the above
E) A and B only
Answer: E
Diff: 2 Page Ref: 97
3) External communication
A) occurs between employees and their supervisors
B) primarily is seen in memos
C) carries information into and out of an organization
D) all of the above
Answer: C
Diff: 1 Page Ref: 98
4) E-mail can be used for external communication
A) in response to letters your customers have sent
B) only for formal documents that you need to keep a record of
C) in response to e-mail messages that you receive
D) all of the above
Answer: C
Diff: 2 Page Ref: 98
5) In addition to conveying a message, external communication helps employees
A) respond to crises
B) analyze information
C) create a favourable impression of their company
D) A and C above
Answer: D
Diff: 2 Page Ref: 98
6) In a business letter the inside address
A) contains the sender's address
B) appears at the top of the page as part of the letterhead
C) identifies the person receiving the letter
D) all of the above
Answer: C
Diff: 1 Page Ref: 101
7) Memos should include all of the following sections except
A) to B) salutation C) from D) subject
Answer: B
Diff: 2 Page Ref: 98
8) Memos should not include
A) a salutation B) a signature
C) multiple topics D) A and B
Answer: D
Diff: 2 Page Ref: 98
9) Methods of making a document easier to skim include all of the following except
A) vary sentence length B) write in passive voice
C) use lists D) add headings
Answer: B
Diff: 1 Page Ref: 103
10) Short sentences are best for
A) summarizing or previewing information
B) emphasizing important ideas
C) showing relationships among ideas
D) all of the above
Answer: B
Diff: 3 Page Ref: 103
11) To increase interest, use a variety of short and long sentences except when
A) writing for internal audiences
B) writing letters; then you should use longer sentences to increase formality
C) writing to international audiences
D) writing e-mails; then you should just use short sentences
Answer: C
Diff: 3 Page Ref: 103
12) Most good business writing has an average sentence length of
A) 30 words B) 5 words C) 20 words D) 10 words
Answer: C
Diff: 3 Page Ref: 103
13) In business writing, paragraphs should be
A) longer to keep from having to break ideas into sub-points
B) always longer than one sentence
C) shorter to make the document easier to read
D) all about the same length for consistency
Answer: C
Diff: 2 Page Ref: 103
14) Lists are a helpful tool in business writing because they
A) make the tone more formal B) make documents easier to proofread
C) quickly highlight key points D) all of the above
Answer: C
Diff: 2 Page Ref: 103
15) One way to introduce a list is to use a complete introductory sentence followed by a
A) semicolon B) comma C) colon D) period
Answer: C
Diff: 3 Page Ref: 104
16) Headings
A) indicate shifts from one idea to the next
B) show readers how a document is organized
C) help readers skip unnecessary parts of a document
D) all of the above
Answer: D
Diff: 2 Page Ref: 104
17) Informative headings
A) identify only the main topic of the paragraph they precede
B) let readers understand the document's key points without having to read the entire piece
C) should only be used when preceded by a descriptive heading
D) all of the above
Answer: B
Diff: 2 Page Ref: 104
18) Descriptive headings
A) guide readers to think in a certain way about the topic
B) identify topics
C) are difficult to write
D) all of the above
Answer: B
Diff: 2 Page Ref: 104
19) Headings should
A) separate related paragraphs B) be written in parallel construction
C) grab the readers' attention D) B and C above
Answer: D
Diff: 2 Page Ref: 104
20) E-mail
A) should never be longer than one screen
B) does not need to be proofread
C) should follow the convention of other business writing in formal situations
D) all of the above
Answer: C
Diff: 2 Page Ref: 104
21) When exchanging multiple e-mails with someone on the same topic
A) use the same subject line to avoid confusion
B) modify the subject line with each response
C) write a descriptive kind of subject line
D) change the topic whenever the date changes but not before
Answer: B
Diff: 3 Page Ref: 105
22) To make e-mail more readable do all of the following except
A) make your message easy to follow B) observe e-mail etiquette
C) personalize your message D) make subject lines descriptive
Answer: D
Diff: 2 Page Ref: 105
23) Which of the following is an example of an effective subject line for an e-mail requesting information about the August inventory for bananas.
A) please send August banana inventory B) banana inventories
C) information needed D) banana information needed
Answer: A
Diff: 2 Page Ref: 105
24) One way to make your e-mail easier to follow is to
A) avoid using styled text
B) include an electronic signature
C) include your return address on all your e-mails
D) all of the above
Answer: A
Diff: 2 Page Ref: 105
25) For longer e-mail messages
A) include headings
B) be sure to put your most important points first
C) be sure to end with the most important information as a climax
D) A and B above
Answer: D
Diff: 2 Page Ref: 105
26) Which of the following is a way to personalize your e-mail?
A) close with Thanks or Regards B) include pictures
C) open with Dear Mr./Ms D) A and C above
Answer: D
Diff: 2 Page Ref: 105
27) E-mail signatures
A) must always include a digital copy of your handwritten signature
B) are unimportant since your name is already given in the from section
C) should be typed on a separate line
D) all of the above
Answer: C
Diff: 2 Page Ref: 105
28) E-mail etiquette requires that writers be all of the following except
A) careful B) courteous C) informal D) brief
Answer: C
Diff: 3 Page Ref: 106, 107
29) One important element of basic e-mail etiquette includes
A) using bullets and lists
B) including headings on all e-mails
C) capturing your readers' attention
D) proofreading your message before sending it out
Answer: D
Diff: 3 Page Ref: 106
30) E-mail courtesy includes all of the following except
A) always send copies of your message to your receiver's supervisor
B) be clear about time
C) know your audience's culture
D) compose offline
Answer: A
Diff: 2 Page Ref: 106
31) When referring to time in an e-mail
A) be sure to indicate whether you are referring to a.m. or p.m.
B) assume it is in your local time zone
C) use a 24-hour military format for international audiences
D) A and C above
Answer: D
Diff: 1 Page Ref: 106
32) When sending an e-mail message, basic courtesy requires that you
A) double check to make sure you are sending the message to the right person
B) indicate when a message does not require a response
C) send jokes and chain letters to build relationships
D) A and B above
Answer: D
Diff: 2 Page Ref: 106
33) A flame is
A) a negative e-mail message containing insulting, critical comments
B) an e-mail message that goes out rapidly-like flames-to multiple audiences at once
C) an appropriate way to express displeasure via e-mail
D) none of the above
Answer: A
Diff: 1 Page Ref: 105
34) When writing an e-mail, it is important to
A) try to cover several topics in one e-mail to avoid having to send out multiple e-mails
B) stick to one purpose per e-mail
C) write longer paragraphs that can fit on one screen
D) all of the above
Answer: B
Diff: 2 Page Ref: 106
35) To make your e-mail messages more brief, do all of the following except
A) avoiding covering more than one topic per e-mail
B) avoid using salutations and closings
C) narrow your scope
D) use short sentences
Answer: B
Diff: 2 Page Ref: 106
36) When replying to an e-mail you should
A) make sure that you are replying to the correct people
B) reply quickly; in e-mail a prompt response matters more than a careful one
C) always reply to all to make sure that all recipients get your answer
D) all of the above
Answer: A
Diff: 2 Page Ref: 106, 107
37) In e-mail bcc stands for
A) blind courtesy copy B) blind copy combination
C) blanket computer calibration D) blanket carbon copy
Answer: A
Diff: 1 Page Ref: 107
38) When editing an e-mail it is important that you
A) never use bcc; it is unethical
B) respond immediately; speed is key with e-mail
C) make sure that promised documents are attached
D) all of the above
Answer: C
Diff: 2 Page Ref: 108
39) In an e-mail, cc stands for
A) carbon copy B) correct copy
C) courtesy copy D) none of the above
Answer: C
Diff: 2 Page Ref: 107
40) E-mail's speed is its greatest drawback so be careful in the following areas:
A) Always hit the "reply to all" button.
B) Hit the right reply button so only intended recipients receive your message
C) Send e-mails immediately after you write them.
D) all of the above
Answer: B
Diff: 2 Page Ref: 107
41) When sending e-mail internationally
A) give a neutral statement to establish goodwill
B) be clear about time
C) use an indirect approach
D) none of the above
Answer: B
Diff: 2 Page Ref: 106
42) If you're upset about something or angry with someone
A) don't flame them
B) use euphemisms and evasive language
C) send them a negative e-mail so they know you are upset
D) all of the above
Answer: A
Diff: 3 Page Ref: 106
43) Proofreading e-mail messages is important
A) Before sending them
B) When formality is the needed approach
C) Only in important e-mails to save time
D) all of the above
Answer: A
Diff: 3 Page Ref: 106
44) In short business messages
A) Keep sentences a consistent length
B) Use lists to simplify complex subjects
C) Write long paragraphs
D) all of the above
E) A and B
Answer: B
Diff: 3 Page Ref: 103
45) A good e-mail
A) details the consequences of not taking the requested action
B) is brief and sticks to one purpose
C) is never be longer than one sentence
D) all of the above
Answer: B
Diff: 2 Page Ref: 106
46) Instant messaging has a definite advantage over other mediums.
A) It lets you know who on your list of contacts is online at the very moment you are.
B) It is almost as fast as email.
C) It is more formal than other mediums and is perfect for business.
D) All of the above.
Answer: A
Diff: 2 Page Ref: 102
47) A Routine, Good-News and Goodwill message has this feature in common.
A) Happy news for your audience that they have been waiting to hear.
B) Your readers will most likely be pleased to hear from you.
C) Some coaxing of the audience is required.
D) Your audience may be disappointed in your news.
Answer: B
Diff: 2 Page Ref: 108
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
48) It doesn't matter how you choose to send your message-letter, memo, e-mail-so long as they understand your point.
Answer: FALSE
Diff: 1 Page Ref: 97
49) You should use memos and e-mails for written, internal communication.
Answer: TRUE
Diff: 1 Page Ref: 97
50) E-mail should never be used for external communication.
Answer: FALSE
Diff: 2 Page Ref: 98
51) Of letters, memos, and e-mails, memos are the most formal.
Answer: FALSE
Diff: 1 Page Ref: 98
52) Memos should always open with a salutation.
Answer: FALSE
Diff: 2 Page Ref: 98
53) If you need to document your correspondence, use e-mail instead of memos; it provides a better paper trail.
Answer: FALSE
Diff: 3 Page Ref: 98
54) Good memos discuss only one topic and are conversational in tone.
Answer: TRUE
Diff: 2 Page Ref: 98
55) E-mail should always include a salutation.
Answer: FALSE
Diff: 2 Page Ref: 100
56) Because it is so informal, appearance, organization, and style are unimportant for e-mail.
Answer: FALSE
Diff: 1 Page Ref: 100
57) Long sentences are difficult to read and should never be used in business writing.
Answer: FALSE
Diff: 2 Page Ref: 103
58) Long paragraphs intimidate readers and should be avoided in business writing.
Answer: TRUE
Diff: 1 Page Ref: 103
59) Avoid using paragraphs that are only one sentence long. Use them just for special emphasis.
Answer: TRUE
Diff: 2 Page Ref: 103
60) It is generally preferred to use bullets rather than numbers to set off items in a list.
Answer: FALSE
Diff: 3 Page Ref: 103
61) Lists that are part of an introductory sentence should not be preceded by a colon.
Answer: TRUE
Diff: 3 Page Ref: 104
62) Headings, like lists, should use parallel construction.
Answer: TRUE
Diff: 2 Page Ref: 104
63) You should always adopt an informal, casual tone for e-mail.
Answer: FALSE
Diff: 2 Page Ref: 104
64) Informative headings are more helpful than descriptive ones for skimming.
Answer: TRUE
Diff: 2 Page Ref: 104
65) Spelling, punctuation, and grammar do not matter in e-mail; getting your message out quickly should be your only concern.
Answer: FALSE
Diff: 1 Page Ref: 105
66) E-mail etiquette requires being courteous, brief, and careful.
Answer: TRUE
Diff: 1 Page Ref: 106, 107
67) You should try to limit your e-mails to one screen or less in length.
Answer: TRUE
Diff: 2 Page Ref: 106
68) You should modify your subject line with each new e-mail response.
Answer: TRUE
Diff: 2 Page Ref: 105
69) E-mail subject lines should capture your audience's attention and be informative.
Answer: TRUE
Diff: 2 Page Ref: 105
70) In e-mails it is a good idea to make frequent use of styled text like italics and boldface in order to add visual appeal to the text.
Answer: FALSE
Diff: 3 Page Ref: 105
71) E-mail messages are more personal when you add a salutation to them.
Answer: TRUE
Diff: 1 Page Ref: 105
72) When responding to an e-mail, you should always hit "reply to all" to make sure that everyone who received the e-mail also receives the response to it.
Answer: FALSE
Diff: 2 Page Ref: 107
73) Sending e-mail jokes and chain letters should be avoided in a business setting.
Answer: TRUE
Diff: 1 Page Ref: 106
74) In business messages, lists have a tendency to distract readers.
Answer: FALSE
Diff: 2 Page Ref: 103, 104
75) As you write your message, try to use paragraphs of the same length to show your sense of proportion.
Answer: FALSE
Diff: 2 Page Ref: 103
76) Long sentences should never be used in business writing.
Answer: FALSE
Diff: 3 Page Ref: 103
77) In a typical letter, include an informative subject line to highlight the main idea.
Answer: TRUE
Diff: 1 Page Ref: 101
78) Online and instant messaging allows you to send multiple messages back and forth in real time.
Answer: TRUE
Diff: 2 Page Ref: 102
79) Bad News letters are the easiest to write and require the least care because the audience will be predictably disappointed.
Answer: FALSE
Diff: 2 Page Ref: 108
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
80) List three potential external audiences that a company might have. __________, __________, and __________.
Answer: These answers include any reasonable groups that are not employees of the company such as: customers, vendors, distributors, competitors, investors, journalist, community representatives.
Diff: 1 Page Ref: 98
81) Communication via e-mail and memos between employees within a company is referred to as __________ communication.
Answer: Internal
Diff: 2 Page Ref: 97
82) Memos and letters should generally be less than __________ page/s long.
Answer: Two
Diff: 2 Page Ref: 98
83) Most business readers do not read every word. Instead they __________ the document to find the parts that matter to them.
Answer: Skim
Diff: 1 Page Ref: 103
84) Items in a list should be in __________ form.
Answer: Parallel
Diff: 3 Page Ref: 104
85) A brief title that cues the readers into the content of the section it precedes is called a/an __________.
Answer: Heading
Diff: 2 Page Ref: 104
86) The three main functions served by headings are __________, __________, and __________.
Answer: Organization; attention; connection
Diff: 3 Page Ref: 104
87) E-mail subject lines should be __________.
Answer: Informative
Diff: 3 Page Ref: 105
88) It is important to observe basic courtesy online. This is referred to as e-mail __________.
Answer: Etiquette
Diff: 2 Page Ref: 106
89) A short identifier at the end of an e-mail that includes your name, company, postal address, fax, and phone numbers is called a/an __________.
Answer: Signature file
Diff: 2 Page Ref: 105
90) Two of the four methods of improving readability in e-mail messages are __________ and __________.
Answer: Choices here include: 1) Make subject lines informative. 2) Make your e-mail messages easy to follow. 3) Personalize your e-mail messages. 4) Observe basic e-mail etiquette.
Diff: 3 Page Ref: 105, 106
91) In business communication how formal you make your message depends on your __________ and your __________.
Answer: Audience; purpose
Diff: 3 Page Ref: 105
92) A negative e-mail message containing insulting or critical comments is called a/an __________.
Answer: Flame
Diff: 1 Page Ref: 106
93) Although good business writing uses short sentences most of the time, too many of them in a row can make your writing __________.
Answer: choppy
Diff: 2 Page Ref: 103
94) Keep subject lines __________ or __________ in tone.
Answer: Positive, neutral
Diff: 2 Page Ref: 105
95) ____________, _____________ and _______________ are the most straightforward business messages to write.
Answer: Routine, Good News and Goodwill
Diff: 2 Page Ref: 108
96) If your audience is likely to be disappointed, it may be best to use the ___________ approach.
Answer: Indirect
Diff: 2 Page Ref: 108
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
97) Briefly explain when it is acceptable to use e-mail for external communication. List at least two examples.
Answer: The times that it is acceptable to use e-mail for external communication include: 1) in response to e-mail messages that you receive, 2) when the purpose of your message is informal, and 3) when your audience accepts e-mail as appropriate.
Diff: 3 Page Ref: 98
98) Discuss how a writer decides when it is most appropriate to use a letter, a memo, or an e-mail.
Answer: This answer should discuss internal vs. external communication-letters are for external, memos are for internal, and e-mails are usually for internal but sometimes for external. Also, the answer might discuss the different level of formality that goes with each format. E-mail is very informal and quick. Letters and memos are more formal. Finally, when documentation is important, letters and memos are preferred.
Diff: 3 Page Ref: 98-100
99) List and describe the four techniques for improving readability in short business messages.
Answer: 1) Vary the sentence length. 2) Keep paragraphs short. 3) Use lists and bullets. 4) Add headings.
Diff: 2 Page Ref: 103, 104
100) Explain why lists and bullets are helpful in business writing.
Answer: Lists and bullets improve skimming set off important ideas show sequences heighten visual impact help readers find key points simplify complex subjects
Diff: 3 Page Ref: 103, 104
101) Fix the faulty parallelism in the following list.
investigate alternative fuel sources implement energy saving techniques senior management should be encouraging recycling employees should be rewarded for carpooling
Answer: -investigate alternative fuel sources
-implement energy saving techniques
-encourage recycling reward carpooling
Diff: 2 Page Ref: 104
102) Use listing to make the following paragraph more readable.
When writing a business document it is important to follow several steps. First, you should gather the information you need-talk to key people, find important online resources, interview experts. Once you have all the information you need, begin drafting your document-organize your points, write clearly and concisely, design it to be read quickly and easily. Finally, it is important to revise and proofread your document as well.
Answer: One possible version might be:
When writing a business document it is important to follow several steps:
1) Gather information talk to key people find important online resources interview experts
2) Draft the document organize your points write clearly and concisely design for quick reading
3) Revise
4) Proofread
Diff: 3 Page Ref: 103, 104
103) Define and explain the advantages and disadvantages of informative and descriptive headings.
Answer: Descriptive headings do little more than identify a topic. Informative headings give the reader a brief summary of the section they precede. They guide readers to think in a certain way about a topic. Descriptive headings are easy to write. Informative ones are more difficult to write, but they provide much more information for the reader and make the document easier to read quickly.
Diff: 3 Page Ref: 104
104) List and define the four methods for improving e-mail readability.
Answer: 1) Make your subject lines informative-do more than just describe or classify message content. 2) Make your message easy to follow-avoid styled text, write short, focused paragraphs, put important points first. 3) Personalize your messages-add a salutation, have a simple closing. 4) Observe e-mail etiquette-be courteous, brief, and careful.
Diff: 3 Page Ref: 104, 105
105) Write an informative subject line for the following e-mail.
From July 6-9 the employee cafeteria will be closed in order to update the electrical system in the kitchen. Employees may bring their own food and eat in the cafeteria, but no food will be served on those dates.
Answer: cafeteria kitchen closed July 6-9; seating still open
Diff: 3 Page Ref: 105
106) Write an informative subject line for the following e-mail.
Employee health benefits will change as of October 1. All employees must select a new provider by that time. To do this, fill out a health care provider form by September 1. You can get these forms online at ABChealthform.com or from the HR representative in your area.
Answer: Some answers include
Health care provider forms due Sept. 1 Health care change; fill out form by Sept. 1
Diff: 3 Page Ref: 105
107) Writing Bad-News messages can be very difficult and successful communicators often take a little extra care. Give reasons why this is the case.
Answer: If the audience will be disappointed, it is best to use the indirect approach – putting the evidence first and the main idea later. Open with a neutral statement that acts as a transition to the reasons for the bad news. In the body, give reasons that justify a negative answer before stating or implying the bad news. Your close must always be cordial.
Diff: 3 Page Ref: 108
108) Writing persuasive messages can be difficult. Please explain why this is the case while considering each of the main parts of the message.
Answer: If the audience is likely to be resistant and indirect approach can be useful. Before you can pursue people to do something, you must first capture their attention. In the opening, mention a possible benefit, referring to the problem that the recipient might have, posing a question, or mentioning an interesting statistic. In the body, build interest in the subject and arouse your reader’s desire to comply. Once you have them thinking you can introduce the main idea. The close is cordial and requests the desired action.
Diff: 3 Page Ref: 108