Question 1

Devon is writing an e-mail message to a customer to tell him that the customer's order has been shipped.His primary purpose is to ________.

Accepted Answer

Devon's primary purpose is to inform the customer that their order has been shipped. There is no attempt to persuade or sell anything, and promoting goodwill may be a secondary goal but not the primary purpose of the email.

Question 2

Which of the following statements about business writing is mostaccurate?

Accepted Answer

Business writing should always have a clear purpose, whether it's to inform, persuade, or request something. Without a definite objective in mind, the message can become unclear and ineffective. A and D are incorrect because business writing differs significantly from academic writing and should always be focused on the reader's needs rather than the writer's. B is incorrect as well because quality is more critical than quantity in business writing, and a well-written message can communicate more effectively than a lengthy one.

Question 3

A company's annual report describes the company's efforts to give back to the community.The primary purpose of this report is to ________;the secondary purpose is to ________.

Accepted Answer

The primary purpose of the annual report is to inform stakeholders (including shareholders, investors, and potential customers) about the company's social responsibility and community involvement efforts, which can promote goodwill and positively impact the company's reputation. The secondary purpose may be to indirectly persuade stakeholders to continue to support the company by highlighting these positive initiatives.

Question 4

Jorge is working on a sales brochure to promote a new product.Which of the following will Jorge do during the third phase of the writing process?

Accepted Answer

During the third phase of the writing process, Jorge will proofread the brochure carefully for correct spelling, grammar, and punctuation errors. This is the editing phase of the writing process, where writers refine their work and correct any mistakes. A, C, and D are tasks that can be done during earlier phases of the writing process, such as planning and drafting.

Question 5

Alex is having trouble concentrating on a report he is reading because his smartphone keeps ringing and his colleagues keep sending him text messages.What kind of communication barrier is this?

Accepted Answer

The interruptions from his smartphone and colleagues are causing a distraction, which is a form of digital communication barrier.

Question 6

While conducting an orientation session for new employees,Clayton noticed looks of confusion on the faces of some listeners.He then paused and asked his audience,"What questions do you have so far?" Clayton was striving to overcome communication barriers by ________.

Accepted Answer

By asking for questions, Clayton is creating an environment for useful feedback, which can help overcome communication barriers. This allows him to address any confusion or misunderstandings and clarify his message. Option A is about self-reflection and awareness, B is about individual skills improvement, and D is about minimizing interruptions, but they do not directly address the issue of overcoming communication barriers in this scenario.

Question 7

Hannah posts her résumé on the websites of several companies.Unfortunately,it is poorly formatted and contains several spelling and grammar errors.What kind of communication barrier may this cause?

Accepted Answer

The answer of Hannah posts her résumé on the websites...

Question 8

The best business writing is purposeful,economical,and ________.

Accepted Answer

The best business writing should consider the audience and be tailored to their needs, preferences, and expectations. This means that it should be clear, concise, and easy to understand. Technical writing may not always be necessary, and revenue-driven or feelings-oriented writing can sometimes be counterproductive.

Question 9

Which of the following occurs during the second phase of the 3-x-3 writing process?

Accepted Answer

During the second phase of the 3-x-3 writing process, conducting research to gather the data needed to provide facts is a key activity. This phase focuses on drafting the message with the information collected in the first phase.

Question 10

The primary purpose of messages that explain procedures,announce meetings,answer questions,and transmit findings is to ________.

Accepted Answer

The primary purpose of messages that explain procedures, announce meetings, answer questions, and transmit findings is to inform the intended audience. These messages are meant to provide information and clarity, rather than persuade or promote goodwill. Selling is not relevant in this context.

Question 11

Sofia is an event planner and is responding to an e-mail request from a client.What should Sofia do during the second phase of the writing process?

Accepted Answer

During the second phase of the writing process, Sofia needs to focus on organizing her reply message to the client. This involves determining the best organizational pattern to ensure that her message is clear and easy to understand. Checking the format (A) and proofreading for errors (B) can also be important, but these tasks are typically done in the final phase of the writing process. Analyzing the situation (D) is a task that may be done during the initial phase of the writing process.

Question 12

Robert says that he will answer his client's questions "as soon as possible." Robert plans to answer the questions by early next week;his client expects the answers by the end of the day.This misunderstanding results from ________.

Accepted Answer

The answer of Robert says that he will answer his...

Question 13

Differences in frames of reference are especially significant when ________.

Accepted Answer

Frames of reference are influenced by cultural, societal, and personal factors. When communicating with people from different cultures, these differences become especially significant and can lead to misunderstandings or miscommunication. It is important to be aware of these differences and strive for cultural competence in communication.

Question 14

Which of the following statements about the 3-x-3 writing process is most accurate?

Accepted Answer

The third phase, revision, is often the most time-consuming and important phase for experienced writers as it involves reviewing and refining the content, structure, and organization of the document. However, the amount of time spent on each phase may vary depending on the writer's experience and individual writing process.

Answer: B
 While following a structured writing process can be helpful, it is not necessary to follow the steps in order every time. Some writers may skip or repeat certain steps depending on their needs and preferences.

Answer: C
 The 3-x-3 writing process can be applied to a variety of writing tasks, including shorter and simpler documents. It provides a framework for organizing and planning one's writing, regardless of the length or complexity of the document.

Answer: D
 While the first phase, planning, involves determining the purpose and audience of the document, it does not determine whether the document has achieved its purpose. The evaluation of the document's success in achieving its purpose may occur during the revision and editing phases.

Question 15

Victoria is writing an e-mail message to her colleagues to encourage them to take part in a charitable fund-raiser.Her primary purpose is to ________.

Accepted Answer

Victoria's primary purpose is to persuade her colleagues to take part in a charitable fund-raiser.

Question 16

Deborah is writing a proposal to solicit business from a potential client.She should expect to spend the most time on ________.

Accepted Answer

The answer of Deborah is writing a proposal to solicit...

Question 17

As her supervisor explains a new procedure,Rachel nods her head.Rachel's response is an example of ________.

Accepted Answer

Rachel's nodding of her head is a nonverbal feedback, indicating that she is listening and understanding what her supervisor is saying.

Question 18

You are talking with the president of your company about a possible merger.After she finishes speaking,you respond,"If I understand you correctly,your recommendation is that we go through with the merger." You are providing what type of feedback?

Accepted Answer

The response of "If I understand you correctly" indicates that the feedback is attempting to clarify understanding or confirm information, which is descriptive feedback. The statement does not contain any direct evaluation, judgment, or agreement/disagreement with the recommendation.

Question 19

As a technical support rep,Michael is responding to a customer's question sent to him via e-mail.What should Michael's first task be?

Accepted Answer

Michael's first task should be to determine the purpose of the message he will send as a response. This ensures that his reply is focused, relevant, and addresses the customer's needs or questions effectively.

Question 20

Which of the following takes place during the first phase of the 3-x-3 writing process?

Accepted Answer

The first phase of the 3-x-3 writing process is the planning phase, in which the writer analyzes the audience and purpose for writing.

Quiz 4: Planning Business Messages