Question 1

In business communications, how is ending a sentence with prepositions viewed?
A) It is still considered an error by most writing experts and should be avoided, except when the message is considered to be very informal.
B) It is now acceptable if doing so sounds natural and doesn't involve excess words.
C) It is no longer a true grammatical error but should be avoided because it makes writing seem awkward and stilted.
D) It is one of the most serious grammatical errors you can make; ending a sentence with a preposition can be very distracting to the reader.

Accepted Answer

While it was once considered a serious grammatical error to end a sentence with a preposition, it is now generally accepted as long as it sounds natural and is not overly wordy. However, it is still considered more formal to avoid ending sentences with prepositions in certain types of writing, such as academic or legal documents.

Question 2

According to the Book of Lists, where does public speaking rank on the list of things people fear the most?
A) first
B) second
C) fifth
D) tenth

Accepted Answer

Public speaking often ranks as the number one fear among people, even above fears such as heights, financial troubles, and death, according to various surveys and studies, including those mentioned in the Book of Lists.

Question 3

Contemporary firms encourage employees to use e-mail to communicate with fellow employees, suppliers, and customers. What is the key to delivering effective messages?
A) including no more than five words in the subject line
B) making certain that the message always has a positive tone
C) always putting the most unpleasant or controversial part of the message near the beginning
D) structuring the message to take into account how the audience is likely to respond to it

Accepted Answer

Structuring the message to take into account how the audience is likely to respond to it is the key to delivering effective messages. It is important to consider the audience's perspective, interests, and needs when writing an e-mail to ensure that the message is well-received and achieves its intended purpose.

Question 4

Swim Club advocate Vera Lee has been asked to testify at the local school board meeting next week in support of continuing her club's partnership with the board to provide extracurricular recreational activities for students. The board has indicated that she can have up to 10 minutes to make her case. In preparing her speech, what should she remember to do?
A) Plan for her presentation to last about 15 minutes, because it is better to have too much material than to have too little.
B) Limit her presentation to three or four key points, so they will be memorable to the listeners.
C) Provide as many key points as possible in 10 minutes, because one of those points may resonate with one or more board members.
D) Maintain steady eye contact with the chairperson of the school board.

Accepted Answer

Limiting the presentation to three or four key points will make the message easier to remember for the listeners. It is important to be concise and focused in the presentation to make the most impact in the limited time available. Planning for a presentation to last longer than the allotted time may cause the speaker to rush and lose focus or miss important points. Maintaining eye contact with the chairperson is important, but it is not the only factor that will make the presentation effective. Providing as many key points as possible in a limited time may overwhelm the listeners and dilute the message.

Question 5

Yolanda is planning a 45-minute presentation and has decided to organize it around six key ideas. What is a possible problem with this approach?
A) It includes too many ideas, because most people can't absorb more than two to four main points in a single presentation.
B) It does not have enough ideas; she should try to come up with more than six ideas.
C) It is better to have one main idea.
D) There won't be enough time to properly cover six key ideas in 45 minutes.

Accepted Answer

Research shows that most people can only absorb two to four main points in a single presentation. Yolanda risks overwhelming her audience and diminishing the impact of her key ideas by trying to cover too much in her 45-minute presentation.

Question 6

In late 2007, Boeing announced that its 787 Dreamliner, scheduled to be delivered to several airlines by early 2008, would be delayed due to problems at various critical points in the project. The project director wants to distribute a detailed memo to all members of the project team outlining how to correct each of these problems. How can the director convey the memo's key points more effectively?
A) by using the passive voice
B) by including headings to identify each major section of the memo
C) by keeping the memo concise; ideally the length should be no more than one page
D) by avoiding the use of bulleted lists

Accepted Answer

Including headings to identify each major section of the memo will make it easier for the team members to locate and refer back to specific sections as necessary. This will improve the memo's overall effectiveness in conveying key points. The other options (using passive voice, keeping the memo concise, and avoiding bulleted lists) may not necessarily improve the memo's effectiveness in conveying the key points.

Question 7

Which of the following best describes effective business writing?
A) It includes all of the main points in the first paragraph.
B) It sounds natural.
C) It maintains a formal, serious tone.
D) It is free from opinions.

Accepted Answer

Effective business writing should sound natural and conversational while still maintaining a professional tone. It should be easy to understand and engage the reader. Including opinions can also add value and credibility to the writing. Simply including all main points in the first paragraph or maintaining a formal tone does not necessarily make writing effective.

Question 8

Katy wants to improve her business writing skills and is looking for a way to determine the appropriate tone for her messages. Which of the following suggestions represents the best advice?
A) Incorporate a lot of slang and colourful language into your message. This enlivens and enriches the message and makes it stand out from more stilted writing styles.
B) Keep your tone neutral, and use the passive voice. This keeps the message from offending or antagonizing the recipient, thus ensuring it will receive serious consideration.
C) Keep the tone highly formal and structured to convey that the message is important. After all, business issues must be taken seriously.
D) Imagine you are speaking to the recipient of the message, and let your writing style flow like a natural conversation.

Accepted Answer

Imagining a natural conversation with the recipient allows for the appropriate tone to be conveyed in the message. It helps to avoid being too formal or overly casual, which can detract from the message's professionalism. This also helps to build a connection with the recipient, ultimately leading to more effective communication.

Question 9

What do effective writers think about first when deciding how to structure must-read messages?
A) the basic rules of grammar
B) the needs of the audience
C) specific examples that can illustrate the main point
D) a good way to inject humour into the subject

Accepted Answer

Effective writers prioritize the needs and preferences of their audience when structuring must-read messages. This can involve considering factors such as the audience's familiarity with the topic, their language proficiency, and their preferences for formatting and tone. Grammar and examples can also be important considerations, but they should come secondary to audience needs. Injecting humor may or may not be appropriate depending on the topic and audience.

Question 10

Rita likes to make her e-mails friendly and fun so she embeds happy faces and hearts and other emoticons in her message. Based on these e-mail messages, what might Rita's co-workers or manager think about Rita?
A) They might think that she is silly or maybe she doesn't care about work as much as everyone else.
B) They might think that she is really fun and likes to party with her co-workers.
C) They might think that she can get the job done and likes to be friendly.
D) They might think that she is easygoing and approachable with a keen sense of business.

Accepted Answer

The answer of Rita likes to make her e-mails friendly...

Question 11

At the beginning of her presentation, Delaney told the audience she would answer questions at the end of her delivery. Jim arrived late and began asking questions during Delaney's presentation. What should Delaney do?
A) She should answer his questions immediately in order to minimize the distraction.
B) She should ignore Jim and refuse to acknowledge his questions.
C) She should announce to the audience that she has changed her mind and will now deal with questions during the presentation.
D) She should advise Jim and remind the audience that all questions will be addressed at the end.

Accepted Answer

It is important to stick to the guidelines set at the beginning of the presentation to maintain professionalism and not create disruption for the audience. Delaney should politely remind Jim and the audience that she will answer questions at the end of her delivery.

Question 12

Andrew Beck has a great idea for new accounting software that will enhance efficiency in his company's operation. His manager has asked him to present his ideas to the entire department. Andrew is excited about the opportunity, but he is also a little nervous because he has never given a presentation. Which of the following comments would help Andrew the most?
A) Make sure you have thoroughly memorized your speech and stick to it. If you are thoroughly prepared, you can easily overcome your nerves.
B) Relax and just wing it. The worst mistake you can make is to practice too much.
C) Avoid making eye contact with individuals in the audience during the presentation since that can make you more self-conscious. Instead, focus on an inanimate object near the rear of the audience.
D) A little nervousness before a presentation can actually be a good thing because the adrenaline it generates can help you think faster and focus more completely.

Accepted Answer

Option D is the best choice because it reassures Andrew that it's normal to feel nervous before a presentation and that the adrenaline can actually help him perform better. This advice is likely to boost his confidence and help him focus on his message rather than on his nerves. Option A is not ideal as it can make Andrew more nervous if he is unable to remember every word of his speech, while option B is not recommended as it can lead to a disorganized and unprofessional presentation. Option C is also not ideal, as it suggests that Andrew should avoid engaging with the audience, which can make his presentation less effective.

Question 13

How many key ideas should be covered in a presentation?
A) only one or two
B) between two and four, with three normally being ideal
C) at least five, but no more than eight
D) as many as the speaker can cover (without rushing) in the time provided

Accepted Answer

It is generally recommended to cover between two and four key ideas in a presentation, with three being the ideal number. This allows for a focused and concise presentation that is easy for the audience to follow and remember.

Question 14

Which of the following is considered an excellent tip for sending e-mails?
A) Provide a lot of detail, so your reader understands what you are trying to say.
B) Use the spell check tool so you will not have to proofread.
C) Do not assume your e-mail is private; many people could potentially read it.
D) Set a time to respond to e-mail; once every three days is a good measure.

Accepted Answer

It is important to remember that e-mails can be forwarded, saved, or intercepted, so it is best to not assume they are private. Being mindful of this can help prevent miscommunications or inappropriate content being shared.

Question 15

In the context of making a PowerPoint presentation, when is "less is more" good advice?
A) in avoiding the temptation to give examples beyond those provided on the slides
B) in keeping the number of pictures and graphics to a minimum so that they don't distract from the key points on each slide
C) in limiting the amount of material you include on each slide
D) in keeping the size of the audience relatively small

Accepted Answer

"Less is more" is good advice when it comes to the amount of material included on each slide. It is important to keep the content concise and easy to digest for the audience. Including too much information on a slide can lead to confusion and distract from the main points.

Question 16

Which of the following often undermines the author's credibility and distracts the reader from the intended written message?
A) contractions
B) grammatical errors
C) personal pronouns
D) simple, everyday language

Accepted Answer

Grammatical errors can make the author appear careless or uneducated, and can cause readers to question the accuracy and reliability of the information presented.

Question 17

Which of the following is a way to make PowerPoint presentations more effective?
A) Use a lot of animation and sound effects because these break up the monotony of the presentation.
B) Stick closely to the material actually included on each slide because providing additional examples or more detailed explanations is likely to distract or confuse the audience.
C) Use pictures and graphics to emphasize key points.
D) Keep the number of slides to a minimum by combining 8 to 10 related points on each slide when possible.

Accepted Answer

Using pictures and graphics to emphasize key points can make PowerPoint presentations more effective by making the content more engaging and easier to understand. Visual aids can help to highlight important information and make the presentation more memorable.

Question 18

Millie Martin is giving a presentation at a customer service seminar and wants to grab her audience's attention. What is one effective way for her to open the presentation?
A) asking a relevant question, such as "How many of you have spent far too long waiting in line to return a defective product?"
B) walking in wearing a funny outfit
C) maintaining continuous eye contact with members of the audience during the first five minutes of her talk
D) making a joke about someone in the audience

Accepted Answer

Asking a relevant question is an effective way to engage the audience and make them feel like they are an active participant in the presentation. It also helps to establish a connection with the audience right from the start. Walking in wearing a funny outfit or making a joke about someone in the audience may come across as unprofessional and may not be appropriate for all audiences. Maintaining continuous eye contact during the first five minutes of the talk may make some audience members feel uncomfortable or intimidated.

Question 19

When should the key points be summarized during a presentation?
A) at least three times during the body of the presentation
B) only at the close of the presentation
C) once before launching into the body of the presentation and once during the closing segment of the presentation
D) only at the opening of the presentation

Accepted Answer

Summarizing the key points before launching into the body of the presentation can help the audience understand the overall structure and focus of the presentation. Summarizing the key points again during the closing segment of the presentation helps reinforce the main takeaways for the audience. Summarizing at least three times during the body of the presentation may be excessive and disruptive to the flow of the presentation. Only summarizing at the opening of the presentation may not be impactful enough for the audience to retain the key points.

Question 20

A department head plans to send a memo to the employees in her department outlining some changes in the company's personnel policies. She believes that most employees will view the changes in a very favourable light. Given this perception, what should she do?
A) Take full credit for the changes, even though they were actually developed by human resource managers.
B) Devote the first few paragraphs to a detailed discussion of the rationale for the new policies before actually describing them.
C) Include other more controversial topics in the same memo because the good news about personnel policies will put the employees in a better mood to deal with such issues.
D) Describe the policy changes at the beginning of the memo.

Accepted Answer

It is best to describe the policy changes at the beginning of the memo, as this will immediately convey the good news to the employees and capture their attention. It is not necessary to take credit for the changes or include controversial topics in the same memo. Devoting the first few paragraphs to a detailed discussion of the rationale can be helpful, but it may not be necessary if the changes are already viewed as favourable by employees.

Quiz 17: Business Communication: Creating and Delivering Messages That Matter

In business communications, how is ending a sentence with prepositions viewed?

According to the Book of Lists, where does public speaking rank on the list of things people fear the most?

Contemporary firms encourage employees to use e-mail to communicate with fellow employees, suppliers, and customers. What is the key to delivering effective messages?

Yolanda is planning a 45-minute presentation and has decided to organize it around six key ideas. What is a possible problem with this approach?

Which of the following best describes effective business writing?

Katy wants to improve her business writing skills and is looking for a way to determine the appropriate tone for her messages. Which of the following suggestions represents the best advice?

What do effective writers think about first when deciding how to structure must-read messages?

Rita likes to make her e-mails friendly and fun so she embeds happy faces and hearts and other emoticons in her message. Based on these e-mail messages, what might Rita's co-workers or manager think about Rita?

At the beginning of her presentation, Delaney told the audience she would answer questions at the end of her delivery. Jim arrived late and began asking questions during Delaney's presentation. What should Delaney do?

How many key ideas should be covered in a presentation?

Which of the following is considered an excellent tip for sending e-mails?

In the context of making a PowerPoint presentation, when is "less is more" good advice?

Which of the following often undermines the author's credibility and distracts the reader from the intended written message?

Which of the following is a way to make PowerPoint presentations more effective?

Millie Martin is giving a presentation at a customer service seminar and wants to grab her audience's attention. What is one effective way for her to open the presentation?

When should the key points be summarized during a presentation?

A department head plans to send a memo to the employees in her department outlining some changes in the company's personnel policies. She believes that most employees will view the changes in a very favourable light. Given this perception, what should she do?