1.

 Which of the following statements about communication in today's workplace is correct?

  a. Despite the increased use of social media networks, companies are reluctant to use social
media sites such as Facebook and Twitter to conduct business.
  b. Individuals are using more mobile electronic devices to communicate with others. 
  c. Because individuals are more dispersed, messages are longer and less frequent.
  d. Because of social media networks, today's communication includes more one-on-one
conversations.

2. Which statement about the use of e-mail in today's workplace is correct? 

  a. Workers report spending about three hours per day on work e-mail.
  b. Businesses use memos more frequently than e-mail messages to communicate internally with
employees.
  c. Only managers and top-level business executives use e-mail to communicate with others.
  d. Today's workers spend very little time writing e-mail messages.

3. Which of the following is an effective strategy for controlling your e-mail inbox?
  a. Read and respond to each message within 10 minutes.
  b. Check your e-mail only in the mornings.
  c. Check your e-mail at set times during the day.
  d. Ask your co-workers not to e-mail you unless it's
urgent.

4. Which of the following is an appropriate situation for sending an e-mail message in a business context?
  a. Matthew is angry with one of his colleagues and wants to let her know exactly how he
feels.
  b. Jane found a great political joke she wants to share with her colleagues.
  c. Chris must send the monthly sales data to his department.
  d. Maggie needs to vent her frustrations about working conditions to her shift supervisor.

5. Which of the following is an effective subject line?

  a. PARKING PERMITS
  b. Staff Meeting
  c. Please Respond to Job Satisfaction Survey(vì nó dẫn đến một hành động, catchy đồ đó,
thường là một cụm danh từ đồ đó)
  d. Important! Please Read Now

6. What is the current advice on the use of a greeting on business e-mails?

  a. Omit greetings because they make an e-mail appear too casual.
  b. Add a greeting only when forwarding an e-mail with a lengthy header.
  c. Don't waste precious digital space on the nonessential keystrokes of a greeting or salutation.
  d. Begin with a greeting to provide a visual cue and to show friendliness.
7. Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of
the following states the purpose in a way that could be used to start the email message?
  a. Recently, the management staff discussed our process for submitting work
hours.
  b. A new procedure for submitting work hours will go into effect on April 1.
  c. Are you in the mood to try something a little different?
  d. We all hate when procedures change, but sometimes change is needed.

8. Which of the following will help improve the readability of an e-mail message’s body section?
  a. Including a friendly salutation
  b. Using numbered or bulleted lists
  c. Writing ideas in long, well-developed paragraphs
  d. Starting the message indirectly

9. Which of the following should be included in an effective email closing?

  a. An action statement with due dates and requests
  b. A promise to follow up later
  c. A reminder of the sender’s credentials and expertise
  d. A specific timeframe in which the sender should reply

10. The final element of an e-mail message should be _______.

  a. your name and full contact information
  b. a witty phrase and your name
  c. the name of the business or organization
only
  d. an attachment

11. What advice should you follow when using down-editing (emails sent to a group) to reply to an e-
mail message?- use different fonts, give different name
  a. Do not include a courteous opening with your reply message.
  b. Avoid the use of different colors when inserting your comments.
  c. Delete the sender's message header, signature, and all unnecessary
parts.
  d. Add a comment after every sentence in the original message.

12. Which of the following tips can help with e-mail inbox management?
  a. Reply to all messages immediately so that they don’t get lost in the shuffle.
  b. For messages that require more than two minutes for a response, add them to your to-do list or
schedule them on your calendar to take care of later.
  c. Send a polite note of receipt for every message you receive.
  d. Leave your inbox open at all times so you can see the messages as they come in.

13. Because Maya knows that the most important part of an e-mail message is the subject line, she should
_______.
  a. avoid using verbs
  b. use all caps to grab the reader's attention
  c. adjust the subject line if the topic changes after repeated
replies
  d. limit her phrasing to three words for conciseness

14. Although e-mail has largely replaced memos, you may still need to use the memo format if _______.
  a. the message is being sent to an external audience
  b. a permanent record is needed
  c. the message needs to be written in a more informal
tone
  d. all employees have access to e-mail

15. Sam wants to ensure that the tone of his informational e-mail matches his intent. He should _______.
  a. delete the e-mail and phone the recipient instead
  b. read the message aloud to himself
  c. wait 72 hours before sending the message
  d. include several exclamation points to express
enthusiasm

16. Business letters are typically sent _______.

  a. to relay bad news
  b. within an organization (EMAILS AND MEMOS)
  c. outside an organization
  d. only by high-level executives

17. Most workplace messages should be organized _______.

  a. indirectly
  b. chronologically
  c. directly
  d. topically

18. Which of the following messages is a considered a routine business message?

  a. An e-mail message to a coworker that confirms the time for an upcoming
meeting
  b. A letter to a customer denying a request for credit
  c. A memo proposing the purchase of a new printer
  d. A cover letter applying for a job

19. A popular format of business letters, called _______ style, aligns all parts on the left of the page.  
  a. justified
  b. formal
  c. informal
  d. block

20. Which of the following statements accurately describes the use of letters, e-mails, and memos in
businesses today?
  a. Businesses use memos to deliver positive messages internally and externally, but they use
formal business letters to deliver negative messages.
  b. E-mail delivers most internal communication, hard-copy memos deliver most external
communication, and letters communicate only legal issues.
  c. Despite the popularity of e-mail, in certain situations letters remain the preferred channel of
communication for delivering messages outside an organization.
  d. Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes,
and messages.

21. Although e-mail is successful for both internal and external communication, you should still use
letters when _______.
  a. you need immediate feedback
  b. the message must reach your reader very
quickly
  c. formality and sensitivity are essential
  d. you have too little time to proofread

22. In which of the following situations should you send a letter instead of an e-mail message?
  a. You are planning a sales team meeting.
  b. You are asking leading members of the community to contribute to a fundraising event to
improve local parks.
  c. You are inviting employees to the annual sales seminar.
  d. You are reminding employees of Friday's divisional meetings.

23. Which statement about the format of a business letter is accurate?

  a. Legal agreements are invalid if they do not demonstrate the correct letter format.
  b. Business letters are required to use the block formatting style. 
  c. The appearance of a business letter can send nonverbal messages about a sender to a receiver. 
  d. Legal agreements are only valid if they are printed on company letterhead.

24. In the popular block letter format, which of the following guidelines apply?
  a. Use ragged, unjustified right margins.(dòng thì bên trái, còn lề thì bên phải)
  b. Use fully justified margins on all sides and center the body of the letter on the page.
  c. Start the sender's address, the dateline, and the complimentary close at the midpoint; align all
other letter parts at the left margin.
  d. Double-space all content to improve readability.

25. Frontloading a message refers to _______.

  a. including an attachment
  b. proofreading only the beginning of a
letter
  c. including a salutation or greeting
  d. placing the main idea of the message first

26. Which of the following is an effective opening for a routine request message?

  a. Please answer the following questions about your Web services.
  b. My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
  c. I recently read an article about your firm in the local newspaper.
  d. Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands
area.

27. Which part(s) of your messages are readers likely to find most interesting and read first?
  a. Footnote
  b. Opening and closing
  c. Middle paragraphs of justification and
explanation
  d. Salutation

28. Courtney is getting married and is trying to gather information about the banquet facilities of a
potential venue in Las Vegas. She has lots of questions and decides to write a routine informational
message. How should she present these questions in her message?
  a. As a separate enclosure
  b. In a bulleted or numbered list in the body of her message
  c. In paragraph form in the body of her message
  d. In a follow-up e-mail

29. The body of a routine request message presents _______.

  a. details explaining the request
  b. action responses from the receiver
  c. deadlines and approvals from governmental
agencies
  d. cost-to-benefit ratio analyses
30. End dates and specific actions in a routine request message should be placed in the _______.
  a. introduction
  b. body
  c. closing
  d. enclosure notation
31. As a Human Resources representative, Laura must inform Matt that his vacation request for August is
not approved.  Which of the following should she do?  
  a. Plan the message strategically.
  b. Ask the CEO to send the message.
  c. Wait two weeks before sending the message.
  d. Leave out an explanation about why she cannot approve requested
dates.

32. The bad feelings associated with disappointing news can be reduced if the receiver feels that the news
was revealed sensitively, believes that the matter was treated seriously and fairly, and _______.
  a. knows the reasons for the rejection clearly
  b. learns of the bad news directly
  c. understands the legal implications of the bad news
  d. receives the bad news via certified mail

33. Business communicators have many goals in conveying negative news. These goals include
explaining clearly and completely, conveying empathy and sensitivity, and _______.
  a. lightening the negative situation with humor
  b. being vague in order to reduce liability
  c. using technical vocabulary to establish yourself as the expert
  d. projecting a professional image

34. To project a professional image when sending a negative message, you should _______.
  a. respond briefly without providing
details
  b. readily accept all blame
  c. use forceful language
  d. control your emotions

35. Readers are more likely to accept negative news when _______.

  a. the writer uses strong, forceful language
  b. they feel that the decision was fair, impartial, and
rational
  c. the writer refers repeatedly to company policy
  d. the message is delivered via phone rather than writing
36. Which of the following statements about writing to convey negative news is correct?
  a. Negative messages should never accept blame.
  b. Negative messages should aim to end the communication by having the final word.
  c. Even experienced communicators are sometimes unsuccessful in meeting the goals related to
negative messages.
  d. Negative messages should be written with an aggressive tone to show dominance in the
situation.

37. When writers must convey bad news, they must carefully consider the purpose, context, and _______.
  a. flexibility
  b. communication channel
  c. audience
  d. total number of words they use

38. Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a
delivery deadline. What should Taylor do first?
  a. Ask his supervisor to write and send the message since she has more
authority.
  b. Gather information about his reasons for not meeting the deadline.
  c. Write the opening of his message.
  d. Analyze the bad news to see how it will affect his reader.

39. You will use the direct strategy for your message when the bad news is not damaging, when the
receiver might overlook the bad news, when directness is preferred, and when _______.
  a. the bad news threatens the customer relationship
  b. the bad news is unexpected
  c. firmness is necessary
  d. the bad news will provoke a hostile reaction

40. Which of the following bad-news messages should be organized using the direct strategy?
  a. An announcement of changes in business services
  b. A layoff notice for a long-time employee
  c. A denial of benefits on an insurance claim to an angry customer
  d. A notice of an unexpected plant closure to the city council and mayor

41. Using the indirect strategy to prepare the reader in a bad-news message _______.
  a. shows insensitivity to your reader
  b. allows you to confuse or distract the reader
  c. helps you keep the reader's attention until you can explain the reasons for the bad news
  d. demonstrates your ability to vary your strategies
42. The indirect strategy works best when the bad news is personally upsetting, when the news will
prompt a hostile reaction, and when _______.
  a. the message arrives unexpectedly
  b. firmness is necessary
  c. the receiver may overlook the bad news
  d. the bad news is not damaging
Dùng 3 cái còn lại để dùng cho direct strategy

43. A device to reduce the shock or pain of bad news is called a(n) _______.
  a. explanation
  b. adjustment
  c. buffer
  d. deflector

44. Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5
factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for
the parts of his message?
  a. Bad news, explanation, reasons, and
closing
  b. Bad news, reasons, buffer, and closing
  c. Buffer, reasons, bad news, and closing
  d. Buffer, explanation, reasons, and closing

45. The primary benefit of using the indirect strategy to communicate bad news is that it _______.
  a. demonstrates your writing abilities
  b. ensures that your reasoning will be read while the receiver is still
receptive
  c. disguises the bad news
  d. places the bad news before the explanation
46. When delivering bad news, you should first determine if the negative information is newsworthy.
  a. True
  b. False

47. When workplace bad news involves one person or a small group nearby, you should generally deliver
that news in person.
  a. True
  b. False

48. If you are required to deliver bad news to your employees in person, the best technique is to gather
your information and deliver it off the cuff (without preparation) to appear sincere.
  a. True
  b. False

49. Smart managers deliver bad news to employees promptly and honestly because receiving bad news
via the grapevine can seriously damage workplace morale.
  a. True
  b. False

50. Your buffer in a bad-news message to employees could be a compliment, appreciation, or solid facts.
  a. True
  b. False

51. The closing in a bad-news communication to employees must never look forward or discuss what will
happen next because doing so can create a legal obligation.
  a. True
  b. False

52. You should use the direct strategy to organize your negative news when the bad news is insignificant,
does not personally affect the receiver, or when the _______.
  a. receiver may overlook the bad news
  b. bad news is unexpected
  c. receiver may be uninterested
  d. receiver may be hostile

53. Which organizational strategy do many business writers choose in order to soften bad news?
  a. Direct
  b. Indirect
  c. Ethical
  d. Empathetic

54. What type of behavior is displayed when a communicator writes a bad-news message with the intent
to deceive?
  a. Competitive
  b. Unethical
  c. Ethical
  d. Strategic

55. When a bad-news message uses the indirect strategy, it should begin with _______.
  a. a buffer
  b. the reasons
  c. bad news
  d. an apology

56. The sentence All of our discretionary funds are currently earmarked for next month's relocation, but
we hope that we will be able to support your worthwhile cause next year is an example of what type of
refusal?
  a. Direct
  b. Indirect
  c. Unethical
  d. Implied

57. Understanding our emotional impact on others and making change as a result is _______.
  a. integrity
  b. honesty
  c. empathy
  d. fairness

58. No matter how cleverly it is organized or written, a bad-news message will fail without providing
_______.
  a. a buffer
  b. sound reasons
  c. empathy
  d. an effective closing

59. Which writing technique for cushioning bad news enables you to effectively depersonalize an action?
  a. Using the passive voice
  b. Highlighting the positive
  c. Showing fairness
  d. Implying the refusal

60. Employee morale can be supported when communicating to employees about major events that affect
them and their jobs by delivering the news _______.
  a. through the grapevine
  b. through news accounts
  c. from management personally
  d. from co-workers

61. In which part of a bad-news message should business communicators include a forward look, good
wishes, a mention of freebies, or references to resale information or promotion?
  a. Buffer
  b. Reasons
  c. Bad news
  d. Closing

62. Smart organizations facing a crisis deal with it by_______.  

  a. communicating the news honestly and openly
  b. waiting for the ideal moment for the communication
  c. choosing not to communicate about the crisis because doing so would exacerbate the
problem
  d. revealing information only to employees and not other stakeholders