For which of the following reasons would making a telephone call be preferable to sending an email?

For which of the following reasons would making a telephone call be preferable to sending an email? 

A. It allows you to reach large audiences.
B. It allows you to include additional arguments that may help your persuasive appeal.
C. It gives your audience time to consider your appeal before carefully responding.
D. It allows for immediate feedback so you can alter your appeal instantly, if necessary

Answer: D

Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It's also a priority for her that the message doesn't come across as impersonal or evasive. After she has left, you realize that she didn't specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use.

Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It's also a priority for her that the message doesn't come across as impersonal or evasive. After she has left, you realize that she didn't specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use. 

A. newsletter
B. email
C. letter
D. blog post

Answer: B

During lunch with a friend, she tells you that her office recently implemented flex-time hours. It has been a positive change at her workplace, and you think that it would be great to have flex-timing at your office as well. You decide to approach your boss about this possibility. Which of the following would be best to include in an email to your boss suggesting the idea?

During lunch with a friend, she tells you that her office recently implemented flex-time hours. It has been a positive change at her workplace, and you think that it would be great to have flex-timing at your office as well. You decide to approach your boss about this possibility. Which of the following would be best to include in an email to your boss suggesting the idea? 

A. I think a flex-time schedule would be good for me.
B. Flex-time would give me more free time.
C. I bet everyone would love having a more flexible schedule instead of the typical 9-5 work schedule.
D. In other offices, the flex-time schedule has increased productivity and decreased turnover.

Answer: D

Trevor has considered his situation and has already decided what information he must include in the bad-news email he is about to draft. However, he is now stuck trying to decide whether he should jump right to the bad news or build up to it gradually. Which stage of the ACE process is Trevor engaged in?

Trevor has considered his situation and has already decided what information he must include in the bad-news email he is about to draft. However, he is now stuck trying to decide whether he should jump right to the bad news or build up to it gradually. Which stage of the ACE process is Trevor engaged in? 

A. analyzing
B. assessing
C. composing
D. contending

Answer: C

In the analyzing phase of creating a message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message?

In the analyzing phase of creating a message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message? 

A. to suggest the possibility of implementing a flex-time schedule in your office
B. to describe to your boss how your life would change with a flex-time schedule
C. to tell your boss how much your friend likes having a flex-time schedule
D. to improve employee productivity and job satisfaction by giving workers more balanced lives

Answer: A

A manufacturing company realizes that one of its products has a serious defect and wants to quickly disseminate this news to the public. Which of the following would be an appropriate way to accomplish this?

A manufacturing company realizes that one of its products has a serious defect and wants to quickly disseminate this news to the public. Which of the following would be an appropriate way to accomplish this?

A. website
B. memo
C. telephone
D. letter



Answer: A

Your audience's reaction to the bad news you must deliver __________.

Your audience's reaction to the bad news you must deliver __________. 

A. will not greatly impact the content that you develop for your message
B. will always be the same—angry and disappointed—so no additional analysis on this subject is necessary
C. can be exactly predicted using the ACE process
D. should be anticipated by thinking about the situation from their perspective

Answer: D

In the ACE communication process, __________ involves thinking strategically about your purpose, desired outcome, business needs, audience and stakeholder needs, content needs, and medium choices.

In the ACE communication process, __________ involves thinking strategically about your purpose, desired outcome, business needs, audience and stakeholder needs, content needs, and medium choices. 

A. analyzing
B. adjusting
C. composing
D. creating

Answer: A

Due to a family emergency, you will be unable to fulfill your contract to cater for a client's upcoming party. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news, you should __________.

Due to a family emergency, you will be unable to fulfill your contract to cater for a client's upcoming party. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news, you should __________. 

A. not include an apology, since this emergency was beyond your control
B. tell the client that you will contact other catering companies to see if they can take over the job
C. inform them that you will be happy to cater the event if they reschedule it
D. wait a few days before actually canceling to try and soften the blow

Answer: B

Which of the following would likely require persuasion?

Which of the following would likely require persuasion?

A. exchanging a sweater for one in a smaller size
B. getting an extension on a deadline
C. congratulating a co-worker on her promotion
D. giving a colleague the link to a website you think he'll find useful

Answer: B

In which of the following situations should the indirect organizational method be avoided?

In which of the following situations should the indirect organizational method be avoided? 

A. in a message telling an employee that his approved vacation must be rescheduled due to an emergency in the office that will require his presence
B. in a message informing a customer that her faulty product cannot be replaced due to a shortage of stock
C. in a message informing a client that, due to an unexpected personal situation, a company will not be able to meet a deadline
D. in a message communicating the recall of a particular model of car seat because of a defective latch

Answer: D

Angelina has to reject an employee's request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee's reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process?

Angelina has to reject an employee's request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee's reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process? 

A. analyzing
B. addressing
C. composing
D. critiquing

Answer: A

Which of the following is the best advice for a business report writer?

Which of the following is the best advice for a business report writer?

Answer: Prepare a written purpose statement at the beginning of the project.

The first step in writing a report is to:

The first step in writing a report is to:

Answer: analyze the problem and purpose

Long formal reports are usually printed on plain paper in

Long formal reports are usually printed on plain paper in

Answer: manuscript format

Short (eight or fewer pages) informal reports addressed outside an organization are usually presented in:

Short (eight or fewer pages) informal reports addressed outside an organization are usually presented in:

Answer: letter format.

Which of the following types of reports would not be sent to someone outside the organization?

Which of the following types of reports would not be sent to someone outside the organization?

Answer: Memo format

You'll be writing a business report for a client and want to use a formal writing style. Which of the following should you do?

You'll be writing a business report for a client and want to use a formal writing style. Which of the following should you do?

Answer: Avoid including your own opinions and perceptions.

In which of the following situations is the direct pattern of organization used for a business report?

In which of the following situations is the direct pattern of organization used for a business report?

Answer: When readers are familiar with the topic

In which of the following situations is the indirect pattern of organization used for a business report?

In which of the following situations is the indirect pattern of organization used for a business report?

Answer: When readers must be educated about the topic.

The end of a presentation is ________ the beginning.

The end of a presentation is ________ the beginning.

A) as important as
B) less important than
C) far more important than
D) insignificant compared to
E) less memorable than

Answer: A

All of the following are ways to motivate your audience to care about your proposal EXCEPT

All of the following are ways to motivate your audience to care about your proposal EXCEPT

A) telling them that you will solve their problem
B) addressing a need for change
C) identifying an opportunity that they can take advantage of
D) specifying a way that your audience will benefit
E) explaining how your topic is valuable to you

Answer: E

Starting a presentation with a question ________.

Starting a presentation with a question ________.

A) involves no risk whatsoever
B) requires a genuine question that you'd actually like your audience to answer
C) should not involve a rhetorical question
D) immediately involves your audience
E) is not a recommended way to establish rapport with your audience by piquing their interest

Answer: D

Writers often include additional information in the introduction to a formal report. Which of the following would not be appropriate to include in the introduction?

Writers often include additional information in the introduction to a formal report. Which of the following would not be appropriate to include in the introduction?

Answer: Providing a detailed analysis of the problem

What is the common purpose of all business reports?

What is the common purpose of all business reports?

Answer: To answer questions and solve problems

In which of the following situations is the direct pattern of organization used for a business report?

In which of the following situations is the direct pattern of organization used for a business report?

Answer: When readers are familiar with the topic

An indirectly organized analytical report might follow which outline?

An indirectly organized analytical report might follow which outline?

Answer: Introduction/Problem,
Facts/Findings, Discussion/Analysis, Conclusions/Recommendations

A directly organized informational report might follow which outline?

A directly organized informational report might follow which outline?

Answer: Introduction/Background, Facts/Findings, Summary

Informal reports are written in a style that uses

Informal reports are written in a style that uses

Answer: contractions. first-person pronouns, such as I, we, and our. occasional humor and colorful speech.

Long formal reports are usually printed on plain paper in:

Long formal reports are usually printed on plain paper in:

Answer: manuscript format.

Gretchen is writing a report about ways to recruit top business school graduates and is determining why the topic is worth investigating at this time. Gretchen is looking at the ______.

Gretchen is writing a report about ways to recruit top business school graduates and is determining why the topic is worth investigating at this time. Gretchen is looking at the ______.

Answer: significance

In planning his report, Wesley breaks the major investigative problem into subproblems. This process is sometimes called:

In planning his report, Wesley breaks the major investigative problem into subproblems. This process is sometimes called:

Answer: factoring the problem.

A good work plan for a business research project does not usually include:

A good work plan for a business research project does not usually include:

Answer: a summary of the conclusions.

What type of data result from first-hand experience and observation?

What type of data result from first-hand experience and observation?

Answer: Primary data

Google, Yahoo, Dogpile, About, and Ask are examples of:

Google, Yahoo, Dogpile, About, and Ask are examples of:

Answer: search tools.

You should begin nearly every business report assignment by

You should begin nearly every business report assignment by

Answer: evaluating the available secondary data.

Sources of primary information include

Sources of primary information include

Answer: surveys and interviews.

Knowledgeable report writers use direct quotations to:

Knowledgeable report writers use direct quotations to:

Answer: repeat identical phrasing of a source because of its precision and clarity. provide objective background data and establish the severity of a problem. duplicate the exact wording of a source before criticizing.

Kristin has a large amount of quantitative data made up of exact figures that she needs to present in a report. Kristin should present this data using a(n):

Kristin has a large amount of quantitative data made up of exact figures that she needs to present in a report. Kristin should present this data using a(n):

Answer: table

The best choice for showing changes in a company's yearly sales for the last five years is a(n):

The best choice for showing changes in a company's yearly sales for the last five years is a(n):

Answer: line chart.

When you incorporate a graphic in the body of your report, you should:

When you incorporate a graphic in the body of your report, you should:

Answer: be sure to include a reference to the graphic in the text.

To contrast responses of employees with children against responses of employees without children from a survey on attitudes toward on-site child care:

To contrast responses of employees with children against responses of employees without children from a survey on attitudes toward on-site child care:

Answer: use cross-tabulation.

A technique that is especially useful for analyzing raw verbal data is a:

A technique that is especially useful for analyzing raw verbal data is a:

Answer: grid

You have just interviewed five candidates for a sales position, and you must recommend one candidate for hire. You want to summarize each candidate's key points, including experience, skills, education, and other employment-related information in a format:

You have just interviewed five candidates for a sales position, and you must recommend one candidate for hire. You want to summarize each candidate's key points, including experience, skills, education, and other employment-related information in a format:

Answer: grid

The most widely read portions of a report are generally the sections devoted to:

The most widely read portions of a report are generally the sections devoted to:

Answer: conclusions and recommendations.

Conclusions will usually be more objective if:

Conclusions will usually be more objective if:

Answer: consistent criteria are used in evaluating options.

The _______ pattern of organization is best for readers who must be persuaded.

The _______ pattern of organization is best for readers who must be persuaded.

Answer: indirect

Hans is writing a report to his supervisor about using wikis for team communication. His supervisor knows nothing about wikis. What organizational style should Hans use for his report?

Hans is writing a report to his supervisor about using wikis for team communication. His supervisor knows nothing about wikis. What organizational style should Hans use for his report?

Answer: Indirect pattern

A report that compares the services offered by four public accounting firms should be organized by:

A report that compares the services offered by four public accounting firms should be organized by:

Answer: criteria

Which of the following transitional expressions can be used to suggest cause and effect?

Which of the following transitional expressions can be used to suggest cause and effect?

Answer: Accordingly, as a result, consequently, therefore

Anandi is preparing headings for a report she is writing. What is the best advice you can give her as she creates her headings?

Anandi is preparing headings for a report she is writing. What is the best advice you can give her as she creates her headings?

Answer: Create headings that are grammatically similar at a given level.

Periodic (activity) reports:

Periodic (activity) reports:

Answer: are written at regular intervals to keep management informed about company operations.