Deck 2: Planning Business Messages

Question 1

Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week's meeting to Wednesday morning. To tell team members that the date of the next meeting has been changed, Michael should

A) send an e-mail.
B) meet in person with each team member to explain the change.
C) call a team meeting to announce the change.
D) write a short team report to explain the change.

Answer 1

A
Explanation:E-mail is a better choice for routine announcements. Using individual meetings, a team meeting, or a short report to announce the changed meeting time would be inefficient.

Question 2

One technique that improves business writing is the use of empathy. Empathy refers to

A) using inclusive language to eliminate bias.
B) putting yourself in the receiver's shoes to adapt the message to the receiver's needs.
C) appealing to the audience by using a sender focus.
D) formatting documents to meet business standards.

Answer 2

B
Explanation:Empathy involves shaping a message so that it appeals to the receiver. Writers can do this by putting themselves in the receiver's shoes.

Question 3

Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she

A) identifies the property's outstanding traits and describes them clearly.
B) concentrates on the price and value of the property.
C) writes using familiar words and a friendly, informal tone.
D) considers what the readers are like and how the readers will react to the message.

Answer 3

D
Explanation:When anticipating an audience, Lindsay should consider what the readers are like and how they will react. This will assist her in writing a description of the property and benefits that appeal to her audience.

Question 4

Business writing should be economical. In this context, economical can best be defined as

A) presenting ideas clearly and concisely.
B) concentrating on the receiver's perspective instead of your own.
C) solving problems and conveying information.
D) getting your audience to believe and accept your message.

Question 5

You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?

A) The amount and speed of feedback and interactivity required
B) Cost of the channel
C) The confidentiality and sensitivity of the message
D) The primary channel used by your competitors

Question 6

Business writing should be persuasive. In this context, persuasive can best be defined as

A) presenting ideas clearly and concisely.
B) concentrating on the receiver's perspective instead of your own.
C) solving problems and conveying information.
D) getting your audience to believe and accept your message.

Question 7

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating how your audience will react to your message, and

A) investigating background information.
B) composing your message.
C) adapting your message to the audience.
D) looking for previous company documents on the topic.

Question 8

Business writing should be purposeful. In this context, purposeful can best be defined as

A) presenting ideas clearly and concisely.
B) concentrating on the receiver's perspective instead of your own.
C) solving problems and conveying information.
D) getting your audience to believe and accept your message.

Question 9

In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

A) evaluate for effectiveness.
B) assess the cost in the selected delivery channel.
C) solve the problem.
D) forward the document to the publishing department.

Question 10

Human Resources Manager Claire Siu must inform Anthony that company job changes require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this message is

A) an e-mail message.
B) face-to-face communication.
C) voice mail.
D) an instant message.

Question 11

Which of the following sentences best focuses on the audience?

A) We are very pleased to have you as our newest customer.
B) You can help us by sending us your payment immediately.
C) Register now to lock in your preferred travel dates.
D) All of the above sentences are focused on the audience rather than the sender.

Question 12

The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to

A) promote goodwill.
B) comply with governmental regulations.
C) create written documentation.
D) avoid lawsuits.

Question 13

Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I sending this message? and (2)

A) Why did my boss give this task to me?
B) What do I hope to achieve with this message?
C) How can I get this message written as quickly as possible?
D) Do I have enough time and financial resources to complete the work?

Question 14

Which of the following communication channels would be considered the richest medium?

A) Written proposal
B) E-mail message
C) Face-to-face conversation
D) Discussion board posting

Question 15

When you prepare a business message or oral presentation, you should be certain that your writing is economical, persuasive, audience-oriented, and

A) purposeful.
B) creative.
C) lengthy.
D) formal.

Question 16

Profiling the audience for a business message helps the writer

A) identify the appropriate tone, language, and channel.
B) guarantee that the audience will respond positively to the message.
C) select slang and jargon the audience will recognize and appreciate.
D) create a perfect first draft.

Question 17

When preparing a business message, you should make your writing audience-oriented. Audience-oriented means you should

A) write to solve a problem or convey information.
B) attempt to get your audience to believe and accept your message.
C) present ideas clearly but concisely.
D) concentrate on looking at the problem from the receiver's perspective.

Question 18

Experts say that writers should spend the most time in the _____ stage of the writing process.

A) prewriting
B) writing
C) revising
D) transmission

Question 19

Travis must determine the channel for an important business message. In this context, channel refers to the

A) individuals who will receive the message.
B) degree of formality required.
C) medium through which the message is sent.
D) tone and approach needed to accomplish his purpose.

Question 20

During the second phase of the writing process, you conduct research,

A) clarify the audience demographics, and edit word choices.
B) anticipate audience reaction, and adapt the message.
C) organize ideas, and compose the message.
D) evaluate message effectiveness, and revise as needed.

Question 21

Which of the following is most acceptable for business writing?

A) Every physician must carry his own malpractice insurance.
B) Every physician must carry their own malpractice insurance.
C) All physicians must carry their own malpractice insurance.
D) Every physician must carry his or her own malpractice insurance.

Question 22

A business message should be long because quantity enhances quality.

Question 23

As employees conduct more business using instant messaging, they should send messages that are informal, conversational, and

A) professional.
B) streamlined (e.g., using abbreviations such as ur for you are).
C) casual, including low-level language.
D) filled with slang and jargon.

Question 24

Which of the following represents the best business writing?

A) We regret that we are unable to accept you as a credit customer at this time.
B) You will never be sorry that you opened a checking account with our bank.
C) We cannot accept the returned merchandise because it is not resalable.
D) You can return all resalable merchandise for a store credit.

Question 25

Business writers who use words such as conceptualize, remuneration, and terminate are using language many readers would consider

A) slang.
B) conversational.
C) jargon.
D) unfamiliar.

Question 26

To be effective, the three phases of the writing process must be performed in sequence, moving from Phase 1 to Phase 2 to Phase 3 in order.

Question 27

As you become a more skilled and experienced business writer, you will be more likely to alter, compress, and rearrange the writing process steps to suit your needs.

Question 28

Marketing Director Kiprova will inform the board of directors that customers are not responding positive to the company's Paris Hilton ads. Which of the following is the most appropriate announcement?

A) Our customers are ripping on our Paris Hilton ads, even though we know these ads rock.
B) Our customers are badmouthing this awesome new marketing campaign; they are obviously just out of it.
C) I have received criticism of the new Paris Hilton ads from our customers.
D) It has come to my attention that our customers have denigrated our strategic implementation of Paris Hilton's notoriety in our novel ad campaign.

Question 29

Business writers are encouraged to use plain English, which means

A) using active-voice verbs, personal pronouns, short sentences, and familiar words.
B) writing without weakening qualifiers.
C) avoiding all negative expressions.
D) including slang and low-level diction that everyone understands.

Question 30

The ability to prepare concise, audience-centered, persuasive, and purposeful messages comes naturally.

Question 31

Alonso needs to get feedback from sales representatives located across the U.S. and Europe. Because he needs to have the most interactivity and feedback possible, the best channel of communication for Alonso is videoconferencing or teleconferencing.

Question 32

Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

A) I have not approved your vacation for August because you applied too late.
B) We didn't receive your application early enough for the August vacation schedule.
C) Although the August schedule is full, you may qualify for a vacation in September if you apply now.
D) The August vacation schedule was posted in May. You should have consulted it before applying now.

Question 33

The primary purposes of most business documents are to inform and to promote goodwill. A common secondary purpose is sales growth.

Question 34

Create a conversational but professional tone in letters, e-mail messages, instant messages, and memos by

A) choosing a clear format and effective document layout.
B) smiling and using good eye contact.
C) using familiar words, occasional contractions, and pronouns such as I and you.
D) using slang and IM abbreviations such as IMHO and BTW.

Question 35

An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message.

Question 36

Shannon is writing a proposal to try to convince the board of directors to upgrade the company's computer equipment. After completing the prewriting phase, Shannon should immediately start composing the report.

Question 37

The final task in the third phase of the writing process is evaluating your message to decide whether it accomplishes your goal.

Question 38

Which of the following is most acceptable for business writing?

A) It is imperative that we ascertain whether you qualify for benefits.
B) Our company stipulates that you must submit your hours so that we can compensate you properly.
C) Please check with your supervisor for information about salary increases.
D) Your remuneration will perpetuate for three weeks after your termination.

Question 39

Most writers spend equal amounts of time on each of the three phases of the writing process: prewriting, writing, and revising.

Question 40

Francisco is writing an article for the company's intranet to encourage managers to use plain English. Which of these sentences uses an appropriate business style to express Francisco's point?

A) If you obliterate the obfuscation in your e-mail messages, your department members will respond more appropriately.
B) Employees will respond better to e-mail messages that are written with familiar language and a friendly, conversational style.
C) Before sending an e-mail message to your department, run it up the flagpole to see if anyone salutes.
D) Per company directives, please cease and desist from sending out incomprehensible e-mail messages to department members.

Question 41

Monica is writing her first safety inspection report. To sound businesslike and professional, Monica should include expressions such as the affected party, the undersigned, and the writer.

Question 42

Although messages may have a primary and a secondary audience, the writer needs to profile only the primary audience to determine the best presentation of the message.

Question 43

Positive language generally conveys more information than negative language does.

Question 44

Don't send a message unless you know exactly who your audience is.

Question 45

Some business, legal, and government documents are written in an inflated and confusing style that obscures meaning. This style of writing is often referred to as legalese or federalese.

Question 46

An interesting theory, called ____________ richness, describes the extent to which a channel or medium recreates or represents all the information available in the original message.

Question 47

During the ____________ phase of the writing process, the writer will analyze the audience and the purpose for writing.

Question 48

The channel of choice for corporate communicators today is clearly __________.

Question 49

The sentence You must submit your application by Friday is a more effective business message than Please submit your application by Friday.

Question 50

Whenever possible in business writing, substitute longer, less familiar words for shorter, simpler words.

Question 51

To emphasize the "you" view in e-mail messages, you must avoid any phrases that include the "I/we" view such as I'm happy or We're delighted.

Question 52

Empathy, which increases the likelihood of a successful message, occurs when writers put themselves in the audience's shoes when creating the message.

Question 53

Catherine is proofreading her cover letter and résumé for accuracy before e-mailing them to a prospective employer. She is in the third phase of the writing process, which is the ____________ phase.

Question 54

Ben Franklin stated this opinion about business messages: To be good it ought to have a tendency to benefit the reader. His opinion reflects the importance of analyzing the purpose of the message.

Question 55

You are more likely to achieve your communication goals if you profile your audience and shape the message to that profile.

Question 56

Sam is collecting and organizing information for a marketing report he is writing. Sam is involved in the second phase of the writing process, which is the ____________ phase.

Question 57

Today's businesses increasingly use e-mail and instant messaging for conducting business, but hard-copy memos are still written for messages that require persuasion, permanence, and formality.

Question 58

Face-to-face conversation is a richer medium than a written report.

Question 59

The statement Every employee has ten minutes for their morning break is an effective example of using inclusive language.

Question 60

A message that is shorter and more conversational is less likely to achieve its goal than a message that is longer and more formal.

Question 61

Putting yourself in the receiver's shoes to better adapt your message to that person's needs is called ____________.

Question 62

Conveyed largely by the words in a message, __________ affects how a receiver feels upon reading or hearing a message.

Question 63

Theresa has emphasized second-person pronouns (you, your) instead of first-person pronouns (I/we, us, our) in a letter to a customer. She is using the __________ view.

Question 64

______________ is the process of creating a message that suits your audience. One important aspect of this process is tone.

Question 65

Megahertz Technology Solutions CEO Bianca Reyes has developed a company policy stating that all documents must be written in clear, concise language using familiar words. CEO Reyes is part of the ____________ English movement.