If a routine inquiry involves only one question, it is best to:

If a routine inquiry involves only one question, it is best to:

a. use the we-viewpoint instead of the you-viewpoint.
b. delay the question until the closing of the message.
c. embed the question in the body of the message.
d. ask the question immediately and then move to a goodwill ending.
e. employ a writer-centered approach.

Answer: D

What is the advantage of providing background information and orienting statements in a routine inquiry?

What is the advantage of providing background information and orienting statements in a routine inquiry?

a. They allow the use of fragmented phrases.
b. They help soften the tone if the opening question sounds demanding.
c. They help introducing a reader to the crux of the message immediately.
d. They help startle a reader into answering the question immediately.
e. They allow the use of the we-viewpoint.

Answer: B

Which of the following is the most appropriate beginning for a typical routine inquiry message?

Which of the following is the most appropriate beginning for a typical routine inquiry message?

a. An explanation of a problem or situation
b. A buffer designed to set up persuasive efforts
c. An persuasive opening using the indirect approach
d. A direct question or request
e. An off-subject, friendly introduction

Answer: D

Which of the following guidelines should be followed when writing a routine inquiry?

Which of the following guidelines should be followed when writing a routine inquiry?

a. If the message contains many questions, all of them should be grouped together at the beginning of the message.
b. The opening of the message should focus on the main objective.
c. The message must be written in the we-viewpoint.
d. If the message contains many questions, all of them should be grouped together in a single paragraph.
e. The message should use the indirect approach of organizing the content.

Answer: B

Which of the following guidelines should be followed when writing good-news and neutral messages?

Which of the following guidelines should be followed when writing good-news and neutral messages?

a. The message must end with an appropriate friendly comment as in a face-to-face conversation.
b. If the message contains many questions, all of them should be grouped together at the beginning of the message.
c. The message must be written in the we-viewpoint.
d. The message should use the indirect approach of organizing the content.
e. If the message contains many questions, all of them should be grouped together in a single paragraph.

Answer: A

A good-news or neutral message must begin with a(n):

A good-news or neutral message must begin with a(n):

a. we-viewpoint.
b. objective.
c. fragmented phrase.
d. cluttered phrase.
e. writer-centered approach.

Answer: B

If the reaction of the target audience is likely to be _____, your best approach is a direct one.

If the reaction of the target audience is likely to be _____, your best approach is a direct one.

a. neutral
b. negative
c. aggressive
d. unwelcome
e. biased

Answer: A

Which of the following is perceived as neutral communication?

Which of the following is perceived as neutral communication?

a. Routine messages
b. Persuasive messages
c. Crisis communications
d. Bad news messages
e. Negative messages

Answer: A

Marcus, Leroy, and Mallory are planning to give a team presentation on diversity for their company. Which of the following is NOT an effective guideline for their team presentation?

Marcus, Leroy, and Mallory are planning to give a team presentation on diversity for their company. Which of the following is NOT an effective guideline for their team presentation?

a. All team members should respond to each question asked at the end of the presentation.
b. The team members should agree on the purpose and schedule.
c. The team should pay close attention to each other as each member presents.
d. The team should plan seamless transitions between presenters.

Answer: A

Jennifer, a young business associate with your firm, is anticipating her first international sales tour to make presentations to businesses in five countries. You recall your own first trip abroad and some awkward problems you encountered in business protocol. Which of the following would NOT be good business etiquette advice for Jennifer?

Jennifer, a young business associate with your firm, is anticipating her first international sales tour to make presentations to businesses in five countries. You recall your own first trip abroad and some awkward problems you encountered in business protocol. Which of the following would NOT be good business etiquette advice for Jennifer?

a. Avoid gift-giving, since each culture has its own expectations and taboos.
b. Learn how to give and receive business cards appropriately.
c. Learn how to deliver the expected greeting such as the handshake, bow, etc.
d. Expect to allow extra time prior to the presentation for mingling with the audience.

Answer: A

Which of the following is FALSE concerning cultural perceptions of North Americans?

Which of the following is FALSE concerning cultural perceptions of North Americans?

a. Some cultures value silence more so than do North Americans.
b. North Americans are frequently perceived by other cultures as being too formal.
c. While North Americans prefer a direct approach to most messages, many cultures such as the Japanese, Latin American, and Arabic cultures consider this approach tactless and rude.
d. The Japanese typically think North Americans use inappropriate humor.

Answer: B

You will be making a presentation to an Arab audience. Remember that

You will be making a presentation to an Arab audience. Remember that

a. Arab audiences will listen more attentively if you use a direct approach.
b. Arab listeners keep their eyes lowered to show you respect.
c. Arab listeners may stare into your eyes.
d. None of the above

Answer: C

You will make an initial presentation to the board of directors of an international company. All members of the board are competent speakers of English as a second language. You should

You will make an initial presentation to the board of directors of an international company. All members of the board are competent speakers of English as a second language. You should

a. enunciate precisely and speak more slowly than normal.
b. speak as you normally would in your own company setting.
c. use humor generously to break the ice.
d. eliminate body language because it may be offensive.

Answer: A

Distance delivery presentation methods are appropriate

Distance delivery presentation methods are appropriate

a. for covering highly sensitive or confidential issues.
b. for persuasive or problem solving meetings where no relationship has been established among participants.
c. whenever participants are unfamiliar with the technology.
d. when the costs in time, money, and human energy justify them.

Answer: D

Which of the following is FALSE concerning effective team presentations?

Which of the following is FALSE concerning effective team presentations?

a. During a team presentation, everyone on the team should take part.
b. Teams members should plan seamless transitions between segments and presenters.
c. Only one individual should be designated to answer questions from the audience.
d. Team members must agree on the purpose and schedule.

Answer: C

When creating a "winning team" to prepare and deliver a team presentation,

When creating a "winning team" to prepare and deliver a team presentation,

a. "divvy up" the work into pieces and go through one complete practice prior to the presentation date.
b. choose all members based on their presentation skills.
c. determine whether each selected member will be committed to supporting the team strategy and schedule.
d. use all of the above strategies.

Answer: C

A male friend has asked for advice on how he should dress to give a presentation at a local business organization's annual awards banquet to be held in a downtown hotel. Which of the following would be your BEST suggestion?

A male friend has asked for advice on how he should dress to give a presentation at a local business organization's annual awards banquet to be held in a downtown hotel. Which of the following would be your BEST suggestion?

a. Dress professionally, as much for yourself as for your audience.
b. Anything that is clean and neat would be appropriate; your appearance will not be important to the audience.
c. It is better to underdress than to overdress, so that you don't alienate yourself from your audience.
d. Business casual wear would be appropriate, since the event is being held after work hours.

Answer: A

Crystal, a special events coordinator for the American Heart Association, is visiting Henderson Middle School to kick off a campaign called Jump Rope for Heart. She is in a gymnasium speaking to 300 11-year-old students without the aid of a microphone. Which particular vocal quality might be a concern?

Crystal, a special events coordinator for the American Heart Association, is visiting Henderson Middle School to kick off a campaign called Jump Rope for Heart. She is in a gymnasium speaking to 300 11-year-old students without the aid of a microphone. Which particular vocal quality might be a concern?

a. Dialect
b. Pitch
c. Volume
d. Rate

Answer: C

José is making a presentation to potential donors for International University about design and construction plans for the new Health Sciences Center planned for the institution. He has never spoken to these donors before and he is new to the university. Which of the following techniques should he use to make an effective presentation?

José is making a presentation to potential donors for International University about design and construction plans for the new Health Sciences Center planned for the institution. He has never spoken to these donors before and he is new to the university. Which of the following techniques should he use to make an effective presentation?

a. Thoroughly research the donors, their backgrounds, and the project.
b. Review the presentation but avoid practicing so the delivery will seem natural.
c. Arrive just before the presentation to avoid mingling with people who are unfamiliar.
d. All of the above are recommended techniques.

Answer: A

Which of the following is NOT true of an extemporaneous business presentation?

Which of the following is NOT true of an extemporaneous business presentation?

a. The presentation is planned, prepared, and rehearsed.
b. The speaker may utilize note cards, an outline, or other reminders during the presentation.
c. The presentation is written in detail to serve as a visual reminder during the delivery.
d. All of the above are true.

Answer: C

In the national organization Toastmasters, members are required to speak on a regular basis. In one situation, a member pulls a topic from a hat, spends a few minutes preparing, and then gives a 3-5 minute presentation on the topic. What kind of delivery is this?

In the national organization Toastmasters, members are required to speak on a regular basis. In one situation, a member pulls a topic from a hat, spends a few minutes preparing, and then gives a 3-5 minute presentation on the topic. What kind of delivery is this?

a. Memorized
b. Scripted
c. Written-and-read
d. Impromptu

Answer: D

Because scripted speeches restrict eye contact with the audience,

Because scripted speeches restrict eye contact with the audience,

a. they should be avoided altogether by business speakers.
b. they should be selected only for particular situations, such as when an exact time constraint is applied.
c. they are recommended when the speaker is self-conscious.
d. they should be used only when visual aids are available.

Answer: B

During the question-and-answer period at the end of your presentation,

During the question-and-answer period at the end of your presentation,

a. encourage the audience to ask questions.
b. ask hostile questioners to leave the audience.
c. allow the questions to continue until there are no more asked.
d. avoid restating the question and instead focus on the answer.

Answer: A

Which of the following is NOT recommended concerning the use of gestures during a business presentation?

Which of the following is NOT recommended concerning the use of gestures during a business presentation?

a. Vary hand motions to emphasize important points; otherwise, relax your hands in your pockets.
b. Try to use only one hand to make points unless you specifically need two.
c. Eliminate nervous gestures that distract the audience.
d. Refine your gestures to portray a relaxed, approachable appearance.

Answer: A

Which of the following is recommended during delivery of a presentation?

Which of the following is recommended during delivery of a presentation?

a. Watch the audience for feedback and make appropriate adjustments in the length and content of your speech.
b. Stay behind the lectern, rather than causing distraction by moving around.
c. Make eye contact with every person in the audience, even if only for a second.
d. Keep breathing shallow and regular through your nose and mouth.

Answer: A

An engineer would like to give an electronic presentation on his company's new security product to a client. The engineer would like to project a high-tech, classy, and simple image in his presentation. What color scheme should you recommend that he use?

An engineer would like to give an electronic presentation on his company's new security product to a client. The engineer would like to project a high-tech, classy, and simple image in his presentation. What color scheme should you recommend that he use?

a. Purple, gold, and black
b. Black, red, and yellow
c. Gray, blue, and white
d. Brown, tan, and off white

Answer: C

Which of the following statements is true of the use of presentation visuals?

Which of the following statements is true of the use of presentation visuals?

a. You should include on a visual everything you wish to say about a given point.
b. Too many visuals can overwhelm, bore, and tire the audience.
c. The most effective visual combines many fonts, colors, textures, and images.
d. You should focus your eye contact on the visual so your audience will do likewise.

Answer: B

Gannon has prepared an effective and well-thought-out electronic presentation on business uses of social networking. As he is setting up for his presentation, the laptop he plans to use with the projector has a hardware failure. What should he do?

Gannon has prepared an effective and well-thought-out electronic presentation on business uses of social networking. As he is setting up for his presentation, the laptop he plans to use with the projector has a hardware failure. What should he do?

a. Expect that his host will provide him with another computer because he cannot complete his presentation without his slides.
b. Hand out copies of the slides to the audience and give his talk as he planned, only without the computer.
c. Decline to deliver the presentation.
d. Reschedule the presentation for a later date.

Answer: B

The way in which a speaker produces and joins sounds is referred to as

The way in which a speaker produces and joins sounds is referred to as

a. articulation.
b. phonation.
c. pitch.
d. dialect.

Answer: A

Which of the following statements is correct concerning the use of color in electronic slide presentations?

Which of the following statements is correct concerning the use of color in electronic slide presentations?

a. Include a wide variety of colors on each side to gain and keep audience attention.
b. Choose the foreground color first and then the background color.
c. Try to link your color choices to your topic or audience.
d. None of the above are correct statements.

Answer: C

Which of the following is true when using color in presentation visuals?

Which of the following is true when using color in presentation visuals?

a. Brighter colors give a less formal look than do muted colors.
b. Blues and greens stimulate, while reds and oranges relax the audience.
c. Red and green are good colors to use to differentiate important points.
d. The more colors used, the better.

Answer: A

Which of the following guidelines is NOT applicable to the design of electronic slides?

Which of the following guidelines is NOT applicable to the design of electronic slides?

a. Use all capital letters to emphasize ideas and increase visibility.
b. Omit punctuation at the end of bulleted lists.
c. Limit colors to no more than three on a slide.
d. All of the above are applicable.

Answer: A

When designing an electronic slide

When designing an electronic slide

a. use portrait orientation.
b. use the 7 7 rule, which limits text to seven lines per slide and limits words to seven per line.
c. use centered lines of text as a general rule.
d. select fonts that have not been overused to create a fresh presentation that is different from those of your competition.

Answer: B

Randall, an advertising campaign specialist, is making a presentation to decision makers at his firm on marketing a new sports nutrition supplement, Crealean, for building muscle. What would be the most effective presentation visual for him to use?

Randall, an advertising campaign specialist, is making a presentation to decision makers at his firm on marketing a new sports nutrition supplement, Crealean, for building muscle. What would be the most effective presentation visual for him to use?

a. A handout providing a detailed summary of his presentation.
b. A person who has used the product.
c. A model of the product.
d. An electronic presentation outlining specific marketing strategies.

Answer: D

Scarlette is developing appropriate presentation visuals for an upcoming workshop. Which of the following is a limitation of using an electronic presentation?

Scarlette is developing appropriate presentation visuals for an upcoming workshop. Which of the following is a limitation of using an electronic presentation?

a. It can lead to poor delivery if misused.
b. It is not easily updated.
c. It reduces audience attention on the topic.
d. It requires highly developed skills.

Answer: A

Ravi has just presented a preview of the office of the future to a group of office managers. Which of the following would provide the best closing to his presentation?

Ravi has just presented a preview of the office of the future to a group of office managers. Which of the following would provide the best closing to his presentation?

a. "Adjusting to the dynamic environment of the future will require an adaptable attitude, an inquisitive mind, and an adventurous spirit. Are you up to the challenge?"
b. "Get ready for a new way to work."
c. "That's all I have. Thank you."
d. "So, now you have a better understanding of the office of the future. Are there any questions?"

Answer: A

Jessica, an architect with experience in designing jails for rural areas, is making a presentation to the Nixon County Board of Supervisors to convince them to hire Peterson & Melton Architects to design and manage the building of their 200-bed jail in rural Alabama. What would be an effective closing to her presentation?

Jessica, an architect with experience in designing jails for rural areas, is making a presentation to the Nixon County Board of Supervisors to convince them to hire Peterson & Melton Architects to design and manage the building of their 200-bed jail in rural Alabama. What would be an effective closing to her presentation?

a. Thank you for your time.
b. Hire Peterson & Melton to design and oversee construction for the Nixon County jail because we have designed 20 others jails in the rural South with similar design issues. We can make our experience work for you.
c. Let Peterson & Melton design your jail, and we will do the best job we can.
d. Hire Peterson & Melton Architects to design and oversee your jail because you need our experience.

Answer: B

Tristan is developing a presentation for employee orientation. Which of the following should NOT be used as a technique to ensure that the audience understands the points of his presentation?

Tristan is developing a presentation for employee orientation. Which of the following should NOT be used as a technique to ensure that the audience understands the points of his presentation?

a. Interesting anecdotes that tie into the presentation.
b. Relevant statistics to lend authority to points.
c. Presentation visuals to enhance effectiveness.
d. Long, complex sentences to enhance credibility.

Answer: D

Jacob, an expert in traffic patterns requirements for increasing highway lanes, is presenting to the Tennessee Department of Transportation about the need for additional highway lanes between Nashville and Memphis. What would be an effective opening for his presentation?

Jacob, an expert in traffic patterns requirements for increasing highway lanes, is presenting to the Tennessee Department of Transportation about the need for additional highway lanes between Nashville and Memphis. What would be an effective opening for his presentation?

a. Thank you for having me today. I want to tell you why TDOT needs to increase the number of highway lanes between Nashville and Memphis to 12.
b. I am glad to be here! Isn't the weather in Tennessee wonderful today?
c. How many of you have spent time on the Interstate 51 between Nashville and Memphis? Then you have seen what I am about to describe.
d. All of the above would be equally effective.

Answer: C

Which of the following would BEST capture the attention of the audience in an introduction to a speech about diversity in the workplace?

Which of the following would BEST capture the attention of the audience in an introduction to a speech about diversity in the workplace?

a. First of all, I would like to thank you for the opportunity to speak today on "Diversity in the Workplace."
b. My name is John Smith, and today I will speak to you about managing intercultural workforces.
c. My name is John Smith, and I have 15 years of experience managing intercultural workforces.
d. How many of you were born outside the U.S.? Let's see a show of hands.

Answer: D

Management is requiring employees at Sentac Enterprises to attend a presentation by your consulting firm about how to prevent sexual harassment in the workplace. What technique should you use to get the audience interested in the presentation?

Management is requiring employees at Sentac Enterprises to attend a presentation by your consulting firm about how to prevent sexual harassment in the workplace. What technique should you use to get the audience interested in the presentation?

a. Open your presentation with "Thirty-five percent of employees at Sentac Enterprises say that in the last six months, they have felt uncomfortable in a work situation because of a sexual comment by a colleague."
b. Thank your audience in advance for their time.
c. Tell a sexually explicit joke as an example of what not to do to prevent sexual harassment.
d. None of the above

Answer: A

Which of the following should a speaker generally avoid in the body of a presentation?

Which of the following should a speaker generally avoid in the body of a presentation?

a. Quotes from prominent people
b. Jokes and humor
c. Anecdotes
d. Numerous detailed statistics

Answer: D

Which of the following is a goal of an effective introduction to a presentation?

Which of the following is a goal of an effective introduction to a presentation?

a. Provide relevant statistics.
b. Use jargon and technical terms.
c. Establish rapport.
d. Cover three to five major points.

Answer: C

Which of the following statements is FALSE concerning the introduction of a presentation?

Which of the following statements is FALSE concerning the introduction of a presentation?

a. What you say at the beginning sets the stage for your entire presentation and initiates your rapport with the audience.
b. Attention-getting techniques may include a quotation by an expert, an appropriate joke, or a startling statistic.
c. The inductive approach is typically used, because the deductive approach would remove the element of suspense for the audience.
d. After presenting the purpose, you should preview the major points you will discuss in the order you will discuss them.

Answer: C

Which of the following is a factor that will help you direct a presentation specifically to an audience?

Which of the following is a factor that will help you direct a presentation specifically to an audience?

a. the location and occasion of the speech
b. the audience's knowledge & experience
c. the seating arrangement for the presentation
d. all of the above.

Answer: D

Knowing the audience for a business presentation involves

Knowing the audience for a business presentation involves

a. identifying their ages, incomes, occupations, and gender.
b. understanding their perspective on the topic you will present.
c. understanding why the topic you will present is important to them.
d. all of the above.

Answer: D

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?

A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?

a. Send an email to employees the first day that employees are scheduled for layoff.
b. Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations.
c. Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens.
d. Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.

Answer: C

Which of the following is FALSE concerning the communication of negative news within an organization?

Which of the following is FALSE concerning the communication of negative news within an organization?

a. Employee morale, like customer goodwill, is fragile and easily damaged.
b. Sensitive handling of bad news related to the organization can help build unity and trust.
c. Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees.
d. The most effective approach is to use one strong communication method for communicating with employees.

Answer: D

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

Which of the following is NOT an effective strategy for companies that want to provide strong internal communication?

a. Promote open exchange of honest, candid communication.
b. Use a variety of communication channels to encourage two-way communication.
c. Limit the questions employees may ask management.
d. Keep employees informed of both good and bad news.

Answer: C

Although communicating negative organizational news can be challenging, such messages can have a positive effect in

Although communicating negative organizational news can be challenging, such messages can have a positive effect in 

a. showing management's display of respect for employees.
b. providing an opportunity for management to build unity and trust.
c. allowing employees to pose questions to management.
d. All of the above.

Answer: D

Your department hired a strategic planning consultant to restructure the workforce. However, you believe that the consultant added no value to the company and simply played back what you wanted to hear. You must write a letter to the president of the consulting company to discuss your dissatisfaction. Which of the following is the BEST approach to your letter?

Your department hired a strategic planning consultant to restructure the workforce. However, you believe that the consultant added no value to the company and simply played back what you wanted to hear. You must write a letter to the president of the consulting company to discuss your dissatisfaction. Which of the following is the BEST approach to your letter?

a. Start with some facts about what the consultant was supposed to do. Enumerate what was done incorrectly. End with a pleasant message expressing your appreciation.
b. Start with a statement about your dissatisfaction with the consultant. Continue with a list of things that the consultant did incorrectly. End with a direct statement about how worthless the consultant was.
c. Start with some good things that the consultant did. Accentuate the positive and avoid as much negative information as possible. End pleasantly, saying that you hope you can do business again in the future.
d. Start with some facts about what the consultant was supposed to do. Mention what the consultant did well, but also be clear about what the consultant did not do well. End with a pleasant message expressing the hope that the information you provided will assist the consulting company.

Answer: D

When writing a message offering constructive criticism, one's primary consideration should be

When writing a message offering constructive criticism, one's primary consideration should be 

a. identifying who made the error.
b. offering input that could benefit many.
c. getting even for the mistake that was made.
d. none of the above.

Answer: B

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message?

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the BEST way to end his message?

a. Again, I am very flattered by your request.
b. I apologize that I am so busy right now. Maybe next semester I can speak to your class.
c. I'll call you if I have some time in the next month.
d. My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000.

Answer: D

Which of the following is the BEST negative reply to a request for a favor?

Which of the following is the BEST negative reply to a request for a favor?

a. Thank you for asking me to speak at your meeting, but I will not be able to attend.
b. Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at your conference.
c. Although I have multiple obligations for the date you suggested, I fully support your effort to raise funds for the homeless.
d. I find my schedule is as impossible as ever; I must be doing something wrong with my priorities.

Answer: C

Which of the following is the BEST suggestion to follow when refusing a request?

Which of the following is the BEST suggestion to follow when refusing a request?

a. Use the inductive approach.
b. Provide a vague reason to minimize the receiver's disappointment.
c. Use the direct approach.
d. Follow the bad news with adequate reasons.

Answer: A

Which of the following would be the BEST closing sentence in a bad-news message?

Which of the following would be the BEST closing sentence in a bad-news message?

a. We understand your disappointment in this decision.
b. Please do not hesitate to contact us again if you have any further questions.
c. To see the video that discusses our two newest investment offers, just phone us at 555-1616 to request your copy.
d. We trust you will continue to rely on Carson products in spite of this present difficult situation.

Answer: C

Which sentence is a good example of a buffer for a bad news message?

Which sentence is a good example of a buffer for a bad news message?

a. Your letter dated April 14 has been referred to me for reply.
b. I can understand how you felt when you had to pay $168.
c. Your credit application was reviewed by two loan officers.
d. Your claim has been denied, but let us explain why.

Answer: B

Which of the following is NOT recommended within the final sentence of a bad-news message?

Which of the following is NOT recommended within the final sentence of a bad-news message?

a. Tactful restatement of the refusal
b. Sales promotional material
c. Some future aspect of the business relationship
d. An expression of willingness to assist in some other way

Answer: A

An effective counterproposal

An effective counterproposal 

a. can eliminate the need to state the refusal directly.
b. may represent a tangible benefit to the reader.
c. may not always be possible.
d. All of the above.

Answer: D

A counterproposal

A counterproposal 

a. is unnecessary if you have stated your refusal tactfully.
b. weakens your refusal by implying that you are not able to enforce your decision.
c. is an alternative to the action requested that helps preserve your future relationship with the receiver.
d. should precede the refusal.

Answer: C

Which of the following is NOT a technique for writing a bad-news message?

Which of the following is NOT a technique for writing a bad-news message?

a. Use positive language to accentuate the positive.
b. Use the deductive writing approach.
c. Sandwich the bad news between the buffer and positive closing.
d. Use passive voice, general terms, and abstract nouns.

Answer: B

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should

Your employer asked you to compose a message to be sent to all job applicants who were not selected for a sales representative position. You should 

a. tell the applicant at the beginning that another candidate was chosen.
b. ask the applicant to consider why he or she was not selected.
c. place the "not selected" message in the dependent clause of a complex sentence describing the stiff competition for this job.
d. imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

Answer: C

Which of the following are FALSE when writing bad-news messages?

Which of the following are FALSE when writing bad-news messages?

a. The writer should focus on the good rather than the bad.
b. The writer should present the negative ideas in positive terms when possible.
c. The writer should state what can be done rather than what cannot be done.
d. The writer should state the bad news early and reinforce it throughout the message.

Answer: D

Greg Komuro often delivers messages to clients in which he must convey negative ideas. Which of the following techniques could Greg use to subordinate bad news?

Greg Komuro often delivers messages to clients in which he must convey negative ideas. Which of the following techniques could Greg use to subordinate bad news?

a. Passive voice and abstract nouns as the subjects of sentences
b. Passive voice and the placement of the negative message in an independent clause
c. Active voice and positive language
d. Active voice and placement of the negative message in the dependent clause

Answer: A

An effective opening for a bad-news message

An effective opening for a bad-news message

a. notes the date of the message being answered.
b. expresses gratitude for the time the receiver took to write.
c. provides an immediate answer to the receiver's request.
d. makes a neutral comment related to the main idea.

Answer: D

Exceptions to the use of inductive approach for bad-news messages include

Exceptions to the use of inductive approach for bad-news messages include 

a. messages addressing a very small, insignificant matter.
b. memos sent within the company.
c. oral presentations.
d. all of the above

Answer: A

What is the correct order for the inductive writing sequence?

What is the correct order for the inductive writing sequence?

a. Buffer, reasons, bad news, counterproposal, and desire to continue the relationship
b. Reasons, neutral idea, bad news, and desire to continue the relationship
c. Bad news, reasons, counterproposal, and desire to continue the relationship
d. Buffer, bad news, reasons, counterproposal, and desire to continue the relationship

Answer: A

If bad news appears in the first sentence of a message, the

If bad news appears in the first sentence of a message, the

a. receiver will be prepared for the reasoning that follows.
b. receiver's urge to counter argue will be minimized.
c. receiver's reaction is likely to be defensive.
d. receiver will withhold judgment until he or she has finished reading.

Answer: C

Which of the following is FALSE concerning personal delivery of bad news?

Which of the following is FALSE concerning personal delivery of bad news?

a. Personal delivery of the bad news signals the importance of the news.
b. Personal delivery eliminates any potential escalation of emotion.
c. Personal delivery shows empathy for the recipient.
d. Personal delivery provides the benefits of nonverbal cues.

Answer: B

Which of the following questions would be legal to ask of a job candidate?

Which of the following questions would be legal to ask of a job candidate?

a. "Are you married?"
b. "Who will watch your children if you work for us?"
c. "What are the names and relationships of the people with whom you live?"
d. None of the above

Answer: D

You have just told your supervisor of your intention to resign from your job, and your supervisor asked you to submit it in writing. Your message should

You have just told your supervisor of your intention to resign from your job, and your supervisor asked you to submit it in writing. Your message should

a. be written deductively, stating the date of the resignation in the first sentence.
b. recall a positive experience you had with the company.
c. give all the reasons why you decided to leave the job.
d. state the termination in the final sentence.

Answer: B

You have decided to accept another position and must write a refusal letter to a firm that had also offered you a job. The message should be written

You have decided to accept another position and must write a refusal letter to a firm that had also offered you a job. The message should be written

a. deductively, opening with a pleasant comment regarding the interview, the refusal, and a forward-looking ending
b. inductively, opening with an explanation about why the job offer is being refused, followed by the refusal, and closing with an apology for the refusal.
c. inductively, opening with the nature of the subject, followed by the reasons for the refusal, the refusal, and a pleasant ending.
d. deductively, opening with the refusal, followed by the reasons for the refusal, and an apology for wasting the interviewer's time.

Answer: C

You've been offered a position over the phone with a firm and were asked to confirm your acceptance in a letter. Your letter should be written

You've been offered a position over the phone with a firm and were asked to confirm your acceptance in a letter. Your letter should be written

a. inductively, concluding with an enthusiastic response to the job offer.
b. deductively, reviewing the match between job description and applicant qualifications.
c. inductively, reminding the employer of all benefits and salary agreements.
d. deductively, affirming job acceptance and confirming the first day of work.

Answer: D

Which of the following messages should be written inductively?

Which of the following messages should be written inductively?

a. Resignation
b. Follow up
c. Thank you
d. Job acceptance

Answer: A

You have just returned from an interview with a company and are considering the appropriateness of a thank-you letter or note. The thank-you message is

You have just returned from an interview with a company and are considering the appropriateness of a thank-you letter or note. The thank-you message is

a. not necessary if you thanked the interviewer in person before leaving the appointment.
b. appropriate and should be written immediately.
c. appropriate and should be written about two weeks from now if you haven't received a response from the company.
d. not appropriate because it can be perceived as "pushy."

Answer: B

Rochelle must write a resignation message because she found a better paying job. What writing sequence should she use?

Rochelle must write a resignation message because she found a better paying job. What writing sequence should she use?

a. Deductive
b. Inductive
c. Direct
d. Persuasive

Answer: B

Phillip has prepared the following list of questions to ask the interviewer during his initial job interview. Which question should he avoid asking the interviewer?

Phillip has prepared the following list of questions to ask the interviewer during his initial job interview. Which question should he avoid asking the interviewer?

a. What types of training are offered?
b. How many people have held this job in the past five years?
c. What salary are you planning to offer?
d. When do you expect to make your hiring decision about this position?

Answer: C

While being interviewed for a job you really hope to be offered, the interviewer asks you about your marital status. What is the most effective way for you to handle the question?

While being interviewed for a job you really hope to be offered, the interviewer asks you about your marital status. What is the most effective way for you to handle the question?

a. Refuse to answer because it is your legal right to do so.
b. Attempt to answer the primary concern that motivated the question.
c. Answer it to be polite and take your chances with the effects it may have.
d. Let the interviewer know by changing the subject that you know the question is illegal and you do not intend to answer it.

Answer: B

Which of the following is an example of a desirable professional attitude during a job interview?

Which of the following is an example of a desirable professional attitude during a job interview?

a. Focus on the benefits you will receive from a company.
b. Provide suggestions that may help turn the company around.
c. Show that you are strongly interested in the company.
d. Honestly admit that you are just taking interviewing for practice.

Answer: C

Which of the following is NOT an example of a behavioral question?

Which of the following is NOT an example of a behavioral question?

a. Would you describe a major project you organized at Anycompany, Inc.?
b. How did your experiences at Anycompany, Inc. prepare you to work for our company?
c. What was the most difficult thing you faced in your job at Anycompany, Inc.? How did you deal with it?
d. What are your major strengths and weaknesses?

Answer: D

Kendrick, a recent college graduate, wants to communicate that he can get along with others and is accepting of diversity. Which of the following statements should he avoid making?

Kendrick, a recent college graduate, wants to communicate that he can get along with others and is accepting of diversity. Which of the following statements should he avoid making?

a. I can work with others as well as independently.
b. I was an officer in a service organization.
c. I can work with most people.
d. I participated in several organizations that had diverse memberships.

Answer: C

Gabrielle has an interview for a position in sales. Which of the following would most likely contribute to a favorable first impression in the interview.

Gabrielle has an interview for a position in sales. Which of the following would most likely contribute to a favorable first impression in the interview.

a. Maintain eye contact and use body language to convey confidence.
b. Use the interviewer's first name to convey friendliness.
c. Gently shake hands so that the impression given is not overbearing.
d. Sit back and relax to appear in control of the situation.

Answer: A

Which of the following is NOT recommended behavior in a job interview?

Which of the following is NOT recommended behavior in a job interview?

a. Initiate a handshake if the interviewer does not.
b. Wait for the interviewer to ask you to be seated.
c. Lean slightly forward to show interest.
d. Emphasize a rising intonation at the end of sentences.

Answer: D

Taylor has an interview; which of the following items will she likely NOT need to take with her?

Taylor has an interview; which of the following items will she likely NOT need to take with her?

a. A photo of herself
b. A list of references
c. A professional-looking pen and paper
d. Her résumé

Answer: A

Which of the following statements about employment interviews is FALSE?

Which of the following statements about employment interviews is FALSE?

a. Preparation for the interview includes researching the organization.
b. A self-analysis of your own strengths, weaknesses, accomplishments, and challenges should be undertaken prior to interviewing.
c. You should go to the interview prepared to both ask and answer questions.
d. Most questions asked in interviews can be answered from the résumé.

Answer: D

An interviewer would likely presume that an applicant is truly interested in the job if the applicant

An interviewer would likely presume that an applicant is truly interested in the job if the applicant

a. wears conservative and professional clothing.
b. shares knowledge about the company, its products, and services.
c. follows up the interview with a thank-you message.
d. does all of the above.

Answer: D

The interviewer typically forms an initial impression of the applicant

The interviewer typically forms an initial impression of the applicant

a. in the first few seconds of the interview.
b. after several questions have been answered in the interview.
c. near the close of the interview.
d. while reflecting on the candidate following the interview.

Answer: A

Which of the following is the LEAST important thing to know about a job you are seeking?

Which of the following is the LEAST important thing to know about a job you are seeking?

a. Career path of the job.
b. Job qualifications.
c. Probable salary range.
d. Vacation days.

Answer: D

Kyle has an interview with a Fortune 500 company. Which of the following is LEAST important for him to know prior to the interview?

Kyle has an interview with a Fortune 500 company. Which of the following is LEAST important for him to know prior to the interview?

a. The company's status in the industry.
b. The products and services of the company.
c. The company insurance and benefits.
d. The names of the corporate officers.

Answer: C

Which of the following is FALSE concerning the handshake?

Which of the following is FALSE concerning the handshake?

a. The initial handshake in an interview helps to form a favorable first impression.
b. Candidates with an impressive handshake are viewed by interviewers as having stronger social skills.
c. The handshake is more important for men than for women in making a positive impression in the interview.
d. All of the above are true.

Answer: C

Which of the following statements is true concerning video interviews?

Which of the following statements is true concerning video interviews?

a. They are especially useful for conducting a final interview after all applicants have been screened.
b. A person who interviews well in person will do even better on video because much of the pressure is removed.
c. Companies save time and money by using video interviewing.
d. Preparing for a video interview is the same as preparing for a traditional one, except that the applicant only needs to look professional from the waist up.

Answer: C

Which of the following is NOT an advantage of video interviews?

Which of the following is NOT an advantage of video interviews?

a. They make better use of a recruiter's valuable time.
b. They screen out applicants who cannot work under pressure.
c. They allow students who may have financial constraints to meet with large companies.
d. They eliminate the need for face-to-face interviews.

Answer: D

An interviewer who follows a predetermined agenda, including a series of questions and statements designed to elicit necessary information is conducting which type of interview?

An interviewer who follows a predetermined agenda, including a series of questions and statements designed to elicit necessary information is conducting which type of interview?

a. Stress interview
b. Planned interview
c. Structured interview
d. Group interview

Answer: C

Research has shown that job applicants who participate in computer interviews

Research has shown that job applicants who participate in computer interviews

a. are more likely to respond dishonestly than when face to face.
b. feel less need to give socially acceptable answers.
c. prefer human interviews.
d. are more likely to be asked illegal questions.

Answer: B

Which of the following would be the BEST opening sentence for an application letter for a sales trainee job that was advertised on a company website?

Which of the following would be the BEST opening sentence for an application letter for a sales trainee job that was advertised on a company website?

a. Your job posting for an entry-level salesperson describes my background and education quite accurately.
b. I believe that my education (I majored in marketing) and work experience (I worked as a sales clerk the last three summers) come fairly close to the qualifications that you listed in your job posting for a sporting goods salesperson.
c. Please consider me a candidate for the sales trainee position you posted on your career opportunities web page.
d. After reading about the exciting opportunity available at KayStar, I am determined to join this exciting team and desire the chance to convince you that my educational background, leadership abilities, and internship experience qualify me for a sales position with your firm.

Answer: D

The organizational plan for an application message is most like that of a

The organizational plan for an application message is most like that of a

a. routine news message to staff about a company matter.
b. congratulatory message to a colleague or customer.
c. request for colleagues to contribute to a charity.
d. good-news message to customers concerning a price reduction.

Answer: C

By sending unsolicited application letters,

By sending unsolicited application letters,

a. you decrease the possibility of finding employers who have employment needs.
b. you save on your copying and postage costs of job searching.
c. you alert employers to needs not previously identified for someone with your abilities.
d. you are able to be more specific in the opening paragraph.

Answer: C

A letter of application or application email message ideally should be addressed to

A letter of application or application email message ideally should be addressed to

a. a specific individual.
b. the human resources department.
c. whom it may concern.
d. the company.

Answer: A

Which of the following is the BEST suggestion for preparing an employment video?

Which of the following is the BEST suggestion for preparing an employment video?

a. Avoid segments that reflect you in a variety of activities.
b. Avoid talking about your skills.
c. Do not advertise your employment video to protect your privacy.
d. Make sure the video has a professional appearance that compliments you.

Answer: D

While e-portfolios and employment videos are helpful in communicating a person's qualifications and abilities, their use may also

While e-portfolios and employment videos are helpful in communicating a person's qualifications and abilities, their use may also

a. enable the potential employer not to stereotype.
b. eliminate potential illegal discrimination.
c. encourage the potential employer to focus on your physical characteristics.
d. result in all of the above.

Answer: C

Which one of the following statements is FALSE concerning a job objective?

Which one of the following statements is FALSE concerning a job objective?

a. A job objective helps the interviewer determine if what you have to offer matches the job the company has to offer.
b. A job objective should be specific to one job.
c. Some experts say that a job objective may limit your job opportunities.
d. A job objective should reveal your career goal.

Answer: B

Paul is using the Internet to locate job opportunities. Which of the following will be the MOST effective way to access information on available jobs through a Google search?

Paul is using the Internet to locate job opportunities. Which of the following will be the MOST effective way to access information on available jobs through a Google search?

a. Input the job title sought.
b. Type in "job search."
c. Start with a wider job description term, then narrow down.
d. Avoid using other search engines.

Answer: C

Electronic job searches are popular with human resource departments because

Electronic job searches are popular with human resource departments because 

a. the search costs are lower than traditional methods.
b. job candidates are more anonymous.
c. jobs can be filled more quickly.
d. interviews are unnecessary.

Answer: A

Which of the following statements BEST summarizes the role of online job searching?

Which of the following statements BEST summarizes the role of online job searching?

a. Job seekers in the current job market can give up traditional means of searching for jobs and concentrate solely on online job search techniques.
b. Online employment search capabilities extend the range of possibilities previously available to the job seeker.
c. Online job searching is a trend that can be expected to further lose popularity over time.
d. Online job searching is important for technical job seekers in computer-related fields, but not for mainstream job seekers.

Answer: B

Which of the following is the longest-used method for locating a job?

Which of the following is the longest-used method for locating a job?

a. Electronic networks
b. Monster.com
c. Employment agencies and contractors
d. Corporate websites

Answer: C

What is the best attitude to have regarding finding a job?

What is the best attitude to have regarding finding a job?

a. Finding a job is a process.
b. Finding a job is a matter of luck.
c. Finding a job is an event.
d. Finding a job is not necessary; one will come to you.

Answer: A

Which of the following is NOT one of the steps in the research phase of a job search?

Which of the following is NOT one of the steps in the research phase of a job search?

a. Gather relevant information for decision-making.
b. Prepare a company/job profile.
c. Send application letters to prospective employers.
d. Identify key qualifications that enhance your marketability.

Answer: C

Completing a self-, career-, and job analysis will assist you in the employment process by

Completing a self-, career-, and job analysis will assist you in the employment process by

a. identifying your qualifications as they relate to an employer's needs.
b. ensuring that you have selected the right career.
c. comparing your qualifications to the duties and responsibilities of the job you are seeking.
d. achieving all of the above.

Answer: D

A letter of application should be biographical and trace the accomplishments (education, jobs, etc.) of the applicant in chronological order.

A letter of application should be biographical and trace the accomplishments (education, jobs, etc.) of the applicant in chronological order.

Answer: False

True or false: Nonverbal messages can contradict the accompanying verbal message and affect whether your message is understood or believed.

True or false: Nonverbal messages can contradict the accompanying verbal message and affect whether your message is understood or believed.

Answer: True

True or false: Nonverbal messages can have different meanings for different people.

True or false: Nonverbal messages can have different meanings for different people.

Answer: True

True or false: nonverbal messages can be avoided.

True or false: nonverbal messages can be avoided.

Answer: False

What must be reinforced and leads to an expansion of the open area of the Johari window?

What must be reinforced and leads to an expansion of the open area of the Johari window?

Answer: Trust