Professional Documents
Culture Documents
Mcqs FSD
Mcqs FSD
MCQs - FSD
Chap 1:
1. Communication skills
a. are not as important as technical skills for career success.
c. are ranked by recruiters at the top of qualities they most desire in job
seekers.
b. Employers rank oral and written communication skills as less valuable than hard
skills such as mathematical computation, computer literacy, and troubleshooting.
d. Business letters and interoffice memoranda remain the top forms of business
correspondence.
ANSWER: C
3. On the job you are more likely to be taken seriously and promoted if you
a. look and sound professional.
b. frame your degree or certificate and hang it on your office or cubicle wall.
d. business ethics.
ANSWER: D
c. Many employees today no longer need an office; they can work anytime
and anywhere.
d. Workers today spend more time in offices than workers in the past.
ANSWER: C
d. Today's businesses are expanding their hierarchies to meet the demands of their
workers and their competition.
ANSWER: A
a. transmission.
b. information.
c. meaning.
d. individual.
ANSWER: C
b. decoding.
c. encoding.
d. nonverbal communication.
ANSWER: C
b. has an idea.
11. Translating the message from its symbol form into meaning involves
a. feedback.
b. decoding.
c. encoding.
d. nonverbal communication.
ANSWER: B
b. encoding process.
c. communication channel.
d. decoding process.
ANSWER: C
b. we tend to "tune out" speakers whose ideas run counter to our own.
16. According to research, what percentage of our work time is spent listening?
a. 50 percent
b. 90 percent
c. 10 percent
d. 25 percent
ANSWER: A
b. The average person remembers nearly three quarters of what he or she hears
following a10-minute presentation.
18. Approximately how many words per minute do most North Americans speak?
a. 375
b. 500
c. 250
d. 125
ANSWER: D
19. Peter must inform his employees that his company will need to let go of employees.
Which word would be best for Peter to use when conveying this idea to his employees?
a. Layoff
b. Streamlining
c. Downsizing
d. Rightsizing
ANSWER: A
20. You can improve your listening skills if you follow tips for active listening,
including
a. keeping an open mind, establishing a receptive mind-set, and listening between
the lines.
21. Your boss is giving instructions for a new method of keeping expense accounts.
However, you find it difficult to concentrate because you think the change is unnecessary.
What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
22. A listener who nods her head and maintains eye contact with a speaker is probably
a. listening actively to what the speaker is saying.
23. Brian is attending a seminar on workplace efficiency and must make a presentation
on this topic when he returns to work. Brian can increase his comprehension by keeping an
open mind, listening for main points, taking selective notes, and
a. closing his eyes.
b. speaking up immediately when he has a question or does not agree with the
speaker.
c. filling in the lag time by mentally reviewing other tasks he must do that day.
ANSWER: D
24. Amelia has made a conscious effort to become an active listener. Therefore, she
shuts down her computer, turns off her cell phone, and asks her assistant to hold all
incoming calls when she conducts interviews. What technique is she using to improve
listening?
a. Keeping an open mind
b. When verbal and nonverbal messages contradict, receivers believe that the
verbal message is more accurate.
27. According to Edward T. Hall, in which spatial zone do most people converse with
friends and family members?
a. Intimate
b. Personal
c. Social
d. Public
ANSWER: A
b. Personal
c. Social
d. Public
ANSWER: D
29. Which of the following tips should you follow to improve your nonverbal
communication skills?
a. Focus only on the sender's words when you are engaged in conversation.
c. Avoid individuals from other cultures so that you don't start using nonverbal
behaviors displayed in other cultures.
d. Avoid asking the speaker questions when his or her nonverbal and verbal
messages contradict.
ANSWER: B
c. only eye contact and facial expressions that support the meaning of the words.
d. only cues that reveal agreement with or contradiction of the verbal message.
ANSWER: A
31. Most people think that the best predictor of a speaker's true feelings is his or her
a. facial expressions.
b. posture.
c. gestures.
d. eyes.
ANSWER: D
32. Suzanne wants to make a good impression during a job interview. What should she
do?
a. Avoid eye contact with her interviewer to show respect.
33. The manager noticed that Stephen slammed his desk drawer right after he said that
he was happy to work late. The manager should
a. tell Stephen that he should behave more professionally.
b. respond to the verbal message only and thank him for working late.
c. politely seek additional information by saying, I'm not sure that you really want
to stay late. Do you have somewhere you need to be?
35. Communicators in ____ cultures (such as those in North America, Scandinavia, and
Germany) depend little on the context of a situation to convey their meaning. They tend to
be logical, analytical, and action oriented.
a. high-context
b. civilized
c. ancient
d. low-context
ANSWER: D
b. Germany
c. Norway
d. Japan
ANSWER: D
b. formality.
c. communication style.
d. time orientation.
ANSWER: C
39. Which of the following countries would likely view a business contract as a binding
document?
a. Mexico
b. Greece
c. Japan
d. Germany
ANSWER: D
40. Learning about beliefs and practices different from our own and appreciating them
means displaying
a. tolerance
b. individualism.
c. stereotyping.
d. gender norming.
ANSWER: A
41. An American businessperson who thinks that all Swiss are hardworking, efficient,
and neat is illustrating an example of
a. ethnocentrism.
b. tolerance.
c. stereotyping.
d. a cultural norm.
ANSWER: C
42. Robert frequently comments that he likes working independently because that's the
American way⎯and the American way is the best way! Robert's belief in the superiority of
his own culture is an example of
a. stereotyping.
b. individualism.
c. ethnocentrism.
d. communication style.
ANSWER: C
43. Working with people from other cultures will require tolerance. One of the best
ways to become more tolerant is by
a. practicing empathy.
c. encouraging ethnocentrism.
44. While conducting business with a customer from Italy, Zoe was careful to speak
slowly and clearly, using short sentences and familiar words. However, she noticed that
the customer had a glazed expression and did not understand her. Zoe should
a. repeat what she has said in a louder voice.
b. graciously accept the blame for not making her meaning clear.
45. When speaking with someone for whom English is a second language, you should
talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages,
listen without interrupting, and
a. follow up important messages in writing.
d. assume that the listener understands if he or she nods and smiles in agreement.
ANSWER: A
46. When writing for a multicultural audience, you are more likely to be understood if
you use short sentences and short paragraphs and if you include
a. slang, such as This product really rocks!
b. idioms, such as You can improve your bottom line by using this product.
d. action-specific verbs, such as e-mail me if you have any questions rather than
contact me if you have any questions.
ANSWER: D
47. Max is preparing a contract between his company and one in Mexico. What should
he do when citing numbers in the contract?
a. Use the metric system.
50. Workers who communicate successfully with diverse audiences must make few
assumptions, learn about their own and other cultures, and
a. seek common ground.
51. In making hiring decisions, employers often rank communication skills among the
most-requested competencies.
ANSWER: TRUE
52. Because of today's communication technology, writing skills are less important than
in the past.
ANSWER: FALSE
54. As a frontline (dealt with customers) employee, you can expect to have more
managers in the workforce.
ANSWER: FALSE
55. Despite their popularity among teens, social networking sites such as Facebook and
Twitter are rarely used in today's business world.
ANSWER: FALSE
56. Theresa will be working with Alex on a virtual team to develop a new marketing
plan. Because they won't meet face to face, their work will be less dependent on good
communication skills.
ANSWER: FALSE
58. Anything that disrupts the transmission of a message in the communication process
is called noise.
ANSWER: TRUE
59. Words have the same basic meanings for everyone; therefore, messages
communicated verbally are always understood.
ANSWER: FALSE
60. After explaining a new procedure to her employees, Amy asks, "Is there anything
that wasn't clear?" She is asking this question to encourage feedback.
ANSWER: TRUE
61. Successful communication takes place only when a receiver understands the
intended meaning of a message.
ANSWER: TRUE
62. Skilled communicators should always use complex words to communicate their
ideas and feelings.
ANSWER: FALSE
64. Psychological barriers to listening include hearing disabilities, poor acoustics, and
noisy surroundings.
ANSWER: FALSE
66. If you want to become a better listener, your first step is to stop talking.
ANSWER: TRUE
68. One of the best strategies to become a better listener is to question a speaker while
he or she is still talking to ensure your comprehension.
ANSWER: FALSE
69. When verbal and nonverbal messages conflict, listeners tend to believe the verbal
message.
ANSWER: FALSE
73. Both your personal appearance and the physical appearance of your business
documents transmit immediate and important nonverbal messages.
ANSWER: TRUE
74. Zach's company does business globally. By associating with people from diverse
cultures, Zach can widen his knowledge of intercultural messages and can increase his
tolerance of differences.
ANSWER: TRUE
75. Greg will be the student speaker for graduation. To ensure that his nonverbal cues
support his verbal message, he should ask friends and family to monitor his conscious and
unconscious body movements and gestures.
ANSWER: TRUE
76. Joseph will be traveling to South America to increase sales for his company.
Because the meanings of nonverbal gestures are similar in all cultures, Joseph can indicate
that everything is OK with his South American customers by using his thumb and
forefinger to form a circle.
ANSWER: FALSE
77. The more you know about culture in general and your own culture, the better able
you will be to adopt an intercultural perspective.
ANSWER: TRUE
78. Laura values individualism and personal responsibility in herself and coworkers.
These values are typical of North American culture.
ANSWER: TRUE
79. For Americans words are very important, especially in contracts and negotiations.
ANSWER: TRUE
81. Bijan and his family place great emphasis on tradition, ceremony, and social rules.
Bijan is most likely a member of a low-context culture.
ANSWER: FALSE
82. North Americans consider time a precious commodity and correlate it with
productivity, efficiency, and money.
ANSWER: TRUE
85. For international trade it is a good idea to learn and use the metric system.
ANSWER: TRUE
86. Developing a diverse staff that can work together cooperatively is one of the
biggest challenges facing business organizations today.
ANSWER: TRUE
87. Ryan has an upcoming business meeting with a person from Germany. Because
Ryan has never met this person, he is worried about traveling there to do business for his
company. Ryan could reduce his worry by assuming that his German associate is similar to
him.
ANSWER: FALSE
88. Businesses that want to capitalize on cultural diversity need to train workers to
think and act alike to reduce conflicts.
ANSWER: FALSE
89. When communicating face-to-face with a person from another culture, you can
always assume that the other person is understanding your ideas if he or she smiles.
ANSWER: FALSE
90. The diversity of the U.S. workforce is expected to remain relatively stable in the
next decade.
ANSWER: FALSE
93. When you decide the spoken or written means by which you will send a message,
you have selected the ____________________ of communication.
ANSWER: channel
94. When the receiver translates the message from its symbol form into meaning, it is
known as ____________________.
ANSWER: decoding
95. The verbal and nonverbal responses of the receiver create ____________________,
a vital part of the entire communication process that helps the sender know that the
message was received and understood.
ANSWER: feedback
100. ____________________ means learning about beliefs and practices different from
our own and appreciating them. One of the best ways to develop this trait is to practice
empathy.
ANSWER: Tolerance
Chap 2:
1. Which of the following represents a goal for business writers?
a. You should concentrate on your feelings in business messages.
b. You should get your audience to believe and accept your ideas.
c. You should create messages that are lengthy to demonstrate your superior
intellect and language skills.
2. 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.
3. Business writing should be purposeful. In this context purposeful can best be defined
as
a. presenting ideas clearly and concisely.
5. Business writing should be persuasive. In this context persuasive can best be defined
as
a. presenting ideas clearly and concisely.
6. The first phase of the writing process involves analyzing the audience and your
purpose for writing, anticipating your audience' reaction to your message, and
8. During the second phase of the writing process, you conduct research,
a. clarify the audience demographics, and edit word choices.
9. In the final phase of the writing process, check the message for clarity and readability,
proofread for errors, and
a. evaluate for effectiveness.
10. Experts say that writers should spend the most time in the ____ stage of the writing
process.
a. prewriting
b. writing
c. revising
d. transmission
ANSWER: C
11. According to writing experts, approximately what percentage of time should you
spend on the prewriting phase of a business message?
a. 90 percent
b. 50 percent
c. 25 percent
d. 5 percent
ANSWER: C
d. avoid lawsuits.
ANSWER: A
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?
14. Travis must determine the appropriate channel for an important business message.
In this context channel refers to the
a. individuals who will receive the message.
15. You are selecting a channel for sending your message. Which of the following is
not a factor to consider when making this decision?
a. Amount and speed of feedback and interactivity required
16. Which of the following communication channels is considered the richest medium?
a. Written proposal
b. E-mail message
c. Face-to-face conversation
d. Blog posting
ANSWER: C
17. Human Resources Manager Claire Siu must inform Anthony that company job
changes will 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.
ANSWER: B
18. Michael usually holds team meetings on Tuesday mornings, but he needs to
reschedule next week's meeting to Wednesday morning. To tell team members of the date
change for the next meeting, Michael should
a. send an e-mail.
b. E-mail
c. Report or proposal
d. Memorandum
ANSWER: C
20. What communication channel would be most appropriate when you must share
digital information with other members of your work team?
a. Wiki
b. E-mail
c. Fax
d. Instant message
ANSWER: A
21. What communication channel would be most appropriate when a written record or
formality is required?
a. Report or proposal
b. Letter
c. E-mail
d. Blog
ANSWER: B
22. What is the preferred channel choice for today's corporate communicators?
a. Memos
b. Letters
c. E-mail
d. Instant messaging
ANSWER: C
23. 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.
d. considers what the readers are like and how they will react to the message.
ANSWER: D
24. Profiling the audience for a business message helps the writer
a. identify the appropriate tone, language, and channel.
c. select slang and jargon the audience will recognize and appreciate.
d. All answer choices are questions you should ask to visualize your audience.
ANSWER: D
26. What is the primary way tone is conveyed through a business message?
a. Sentence structure
b. Language choice
d. Sentence length
ANSWER: B
27. 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.
d. All sentences are focused on the audience rather than the sender.
ANSWER: C
29. 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 August vacation because you applied too late.
b. We didn't receive your application early enough for the August vacation
schedule.
c. Although the August vacation 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
earlier.
ANSWER: C
31. 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. using emoticons.
c. using familiar words, occasional contractions, and pronouns such as you and I.
32. Marketing Director Kiprova will inform the board of directors that customers are
not responding positively 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. At the meeting you will receive reports on recent customer criticism of the new
Paris Hilton ads.
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.
ANSWER: C
b. Your proposal demonstrates how our call center can better meet the needs of
our customers.
36. As employees use instant messaging to conduct more business, they should send
messages that are informal, conversational, and
a. professional.
b. You will never be sorry that you opened a checking account with our bank.
38. Business messages should use positive language rather than negative language.
Positive language
a. has no effect on the tone of a message.
b. Will you please credit my account for $125 due to the computer error on May 1.
c. A record number of Japanese investors are purchasing real estate in the United
States.
46. Business writers are encouraged to use plain English, which means
a. using active-voice verbs, personal pronouns, short sentences, and familiar
words.
47. 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 if you write e-mail messages with familiar
language and a friendly, conversational style.
d. Per company directives, please cease and desist from sending incomprehensible
e-mail messages to department members.
ANSWER: B
48. Business writers who use words such as interrogate, remuneration, and terminate
are using language many readers would consider
a. slang.
b. conversational.
c. jargon.
d. unfamiliar.
ANSWER: D
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.
ANSWER: C
c. Retailers can expect to pay higher amounts for their goods and services.
53. When writing a business message, you should always write it from your
perspective.
ANSWER: FALSE
54. The goal of persuasive writing is to make your audience believe and accept your
message.
ANSWER: TRUE
55. Following a systematic plan when preparing any document or presentation will
make your job easier.
ANSWER: TRUE
56. An important aspect of the first phase of writing a business message is anticipating
the audience's reaction to the message.
ANSWER: TRUE
57. Shannon is writing a proposal to the board of directors to upgrade the company's
computer equipment. After completing the prewriting phase, Shannon should immediately
start composing the report.
ANSWER: FALSE
58. The final task in the third phase of the writing process is evaluating your message to
decide whether it accomplishes your goal.
ANSWER: TRUE
60. 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.
ANSWER: FALSE
61. You should plan to spend equal amounts of time on each phase of the writing
process.
ANSWER: FALSE
62. The most important phase of the writing process is the revising phase.
ANSWER: TRUE
63. Most writers spend equal amounts of time on each of the three phases of the writing
process: prewriting, writing, and revising.
ANSWER: FALSE
64. 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.
ANSWER: TRUE
65. The primary purposes of most business documents are to inform and to promote
goodwill. A common secondary purpose is sales growth.
ANSWER: FALSE
66. One of the most important questions you can ask yourself as you begin to compose
a message is What do I hope to achieve?
ANSWER: TRUE
67. Alonso needs to get feedback from sales representatives located across the US and
Europe. Because he needs to have the most interactivity and feedback possible, the best
channel of communication for Alonso is videoconferencing or teleconferencing.
ANSWER: TRUE
69. One factor affecting channel choice is the importance of the message.
ANSWER: TRUE
70. 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.
ANSWER: TRUE
71. Don't send a message unless you know exactly who your audience is.
ANSWER: FALSE
72. You are more likely to achieve your communication goals if you profile your
audience and shape the message to that profile.
ANSWER: TRUE
73. Profiling your audience helps you tailor your words to your readers or listeners.
ANSWER: TRUE
74. 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.
ANSWER: FALSE
75. 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.
ANSWER: FALSE
76. Empathy, which increases the likelihood of a successful message, occurs when
writers put themselves in the audience's shoes when creating the message.
ANSWER: TRUE
77. The following sentence represents an audience focus: Our product guarantee
becomes effective after we receive full payment.
ANSWER: FALSE
78. 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.
ANSWER: FALSE
79. Whether your goal is to inform, persuade, or promote goodwill, the catchiest words
you can use in your business writing are "you" and "your."
ANSWER: TRUE
81. 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.
ANSWER: FALSE
82. Business messages are most effective if they convey an informal, conversational
tone.
ANSWER: TRUE
83. Positive language generally conveys more information than negative language does.
ANSWER: TRUE
84. The sentence You must submit your application by Friday is a more effective
business message than Please submit your application by Friday.
ANSWER: FALSE
85. Every mechanic has ten minutes for his morning break is an effectively written
sentence.
ANSWER: FALSE
87. 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.
ANSWER: TRUE
88. Whenever possible in business writing, substitute longer, less familiar words for
shorter, simpler words.
ANSWER: FALSE
89. A message that is shorter and more conversational is less likely to achieve its goal
than a message that is longer and more formal.
ANSWER: FALSE
90. Business messages should contain strong verbs and concrete nouns.
ANSWER: TRUE
91. During the ____________________ phase of the writing process, the writer
analyzes the audience and the purpose for writing.
ANSWER: prewriting
92. 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.
ANSWER: writing
93. 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.
ANSWER: revising
98. Putting yourself in the receiver's shoes to better adapt your message to that person's
needs is called ____________________.
ANSWER: empathy
99. 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.
ANSWER: you
ANSWER: Jargon
Chap 3:
1. Matthew must develop a proposal for his supervisor that will describe the cost
savings for an automated call center. Where should he begin?
a. Writing the proposal
2. Before composing a business document, you should gather information that will
answer which of these questions?
a. Will I have enough time to complete thorough research?
3. Formal research methods are generally required for what type(s) of business
document(s)?
a. Routine e-mail messages
b. Routine memos
c. Brainstorming
b. Reference books
c. Electronic databases
d. Interviews
ANSWER: D
6. Stephanie is preparing a market analysis for her business plan. For firsthand
information she should
a. search manually in her local library.
7. Quality Building Materials Inc. has developed a new whole-house weather blanket
and needs to determine the price point at which builders would switch to this new product.
The best research method for this is a(n)
a. manual search of other companies' price lists.
8. As interns in human resource management, Brad and his team are administering a
professionally developed employee questionnaire to collect information on workplace
violence. This type of research produces data that is considered
a. firsthand information.
b. informal documentation.
d. scientific experimentation.
ANSWER: A
9. Ahna is sending a persuasive memo to her staff asking them to participate in the new
wellness program. Which of the following sources of information would be most
appropriate to help Ahna shape an effective persuasive message for her staff?
a. Tightly controlled scientific experimentation
10. Many routine writing tasks such as composing e-mail messages or informational
reports require that you collect information informally by
a. conducting extensive Web research.
a. proceed free form from one idea to the next for maximum creative effect.
d. do not follow any pattern that restricts the free flow of your ideas.
ANSWER: C
c. Ambiguous wording
d. Poor organization
ANSWER: D
15. Organizing your ideas into an outline is especially important when you are
a. developing a complex project.
17. Which of the following business messages would use the direct strategy?
a. A letter denying credit to a customer
b. A sales letter
19. Which of the following message openings is the most direct opening for an e-mail
message announcing a new telecommuting plan?
a. A number of employees have asked about telecommuting options.
c. Rising gas prices have led many companies to allow telecommuting, and we
think this might be a good idea for our company.
20. Yosevin began his memo with background information and explanations before
announcing a reduction in health insurance coverage. The strategy Yosevin used is called
a. frontloading.
b. direct.
c. passive voice.
d. indirect.
ANSWER: D
c. Prevents frustration
23. Which of the following kinds of business messages typically use the indirect
strategy?
a. Non-sensitive memos
b. Routine requests
c. Informational reports
d. Sensitive messages
ANSWER: D
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence
ANSWER: A
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence
ANSWER: B
26. What kind of sentence contains an independent clause and a dependent clause?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence
ANSWER: C
27. What kind of sentence contains at least two independent clauses and a dependent
clause?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence
ANSWER: D
b. 20
c. 25
d. 30
ANSWER: B
c. Review the list of benefits, then let me know what you think.
34. How should the following be classified? ReliaCare increased insurance premiums
by 28 percent for our next fiscal year, that is why we are seeking new insurance bids.
a. Complete sentence
b. Fragment
d. Comma splice
ANSWER: D
35. How should the following be classified? Liana called ReliaCare she also requested
a new bid for health insurance premiums.
a. Complete sentence
c. Fragment
d. Comma splice
ANSWER: B
c. capital letters.
b. in a dependent clause.
38. Which of the following sentences is most effective in de-emphasizing the bad
news?
a. Although cash refunds are not offered, you can exchange resalable
merchandise.
b. Although you can exchange returned merchandise, cash refunds are not
available.
d. Because of our exchange policy, you may not receive a cash refund.
ANSWER: A
40. Which of the following uses only active voice in a complete sentence?
a. The company's rigid return policy was criticized by a few unhappy customers.
b. Because a few unhappy customers criticized the company's rigid return policy.
c. Managers were told about the unhappy customers who criticized the company's
rigid return policy.
d. Never
ANSWER: C
b. The accident shattered her pelvis, dislocated her foot, and her spinal column
was broken in three places.
d. A good financial planner must be certified, competent, and must possess ethical
standards.
ANSWER: C
d. Placing the proposal on the desk, the office was left by John.
ANSWER: B
b. are coherent.
c. include supporting sentences that expand and explain the main idea.
b. Transitional sentence
c. Topic sentence
d. Pivoting sentence
ANSWER: C
c. ideas are linked; that is, one idea leads logically to the next.
47. Transitional expressions such as next, first, and finally are useful to show
a. cause and effect.
b. illustration.
d. time association.
ANSWER: D
50. Most writers can compose their business messages more effectively if they
a. have a quiet environment in which to concentrate.
d. hold off writing until the perfect wording forms the complete message in their
minds.
ANSWER: A
51. You can expect to write more messages on the job than ever.
ANSWER: TRUE
54. When you fail to collect all needed research before beginning to organize and write
your business document, you may end up starting over and reorganizing.
ANSWER: TRUE
55. One question you should ask yourself when you collect research is What does the
receiver need to know about this topic?
ANSWER: TRUE
56. Jonathan is researching the financial impact of a job-sharing benefit for employees.
Talking with his boss about the possible effects of offering this benefit to employees is an
effective method of formal research.
ANSWER: FALSE
58. Most routine business writing tasks allow you to use informal research techniques
to gather sufficient information.
ANSWER: TRUE
61. Many communication experts regard poor organization as the greatest failing of
business writers.
ANSWER: TRUE
62. Using a hierarchy such as an outline can help you to organize ideas and
information.
ANSWER: TRUE
63. When you expect the reader to be pleased, mildly interested, or neutral, use the indirect
pattern of organization.
ANSWER: FALSE
65. One advantage of the direct method is that it saves the reader time.
ANSWER: TRUE
66. The indirect pattern works well with three kinds of messages: (a) bad news, (b)
ideas that require persuasion, and (c) sensitive news.
ANSWER: TRUE
67. One advantage of the indirect method is that it respects the feelings of the audience.
ANSWER: TRUE
68. The most compelling and effective messages contain one repeated sentence pattern
rather than a variety of sentences.
ANSWER: FALSE
70. Because sentences of 20 or fewer words have the most impact, business writers
must restrict all sentences to fewer than 20 words.
ANSWER: FALSE
71. Words such as although, as, because, and which often introduce dependent clauses.
ANSWER: TRUE
72. A run-on-sentence results when a writer joins two independent clauses with a
comma.
ANSWER: FALSE
74. Although mechanical means are occasionally appropriate to create emphasis, more
often a writer achieves emphasis stylistically.
ANSWER: TRUE
75. Careful writers avoid labeling main ideas because they know that readers prefer to
identify main ideas for themselves.
ANSWER: FALSE
76. The following sentence effectively uses a stylistic device to de-emphasize the bad
news: Although we don't have any available positions at this time, we were pleased to
receive your application and will keep it on file for six months.
ANSWER: TRUE
77. In the active voice, the subject is acted upon. In the passive voice, the subject is the
doer of the action.
ANSWER: FALSE
78. Active voice is more direct, clear, and concise. Therefore, passive voice should
never be used in business writing.
ANSWER: FALSE
82. The following sentence contains a dangling or misplaced modifier: Working all
night, the brief was filed with the court on time.
ANSWER: TRUE
83. Business writers generally place the topic sentence first in the paragraph.
ANSWER: TRUE
84. All support sentences in a paragraph must relate to the topic sentence.
ANSWER: TRUE
86. Good writers should avoid repetition of words or key ideas because it shows lack of
creativity.
ANSWER: FALSE
87. Writers can use words and phrases such as on the other hand, as opposed to, and
conversely to show contrast in business messages.
ANSWER: TRUE
88. Business writers should strive for paragraphs with eight or fewer printed lines.
ANSWER: TRUE
89. Communicators who have not completed their preparatory work may suffer from
writer's block as they sit staring at their computer screens waiting for inspiration.
ANSWER: TRUE
90. Experts recommend that business writers avoid free writing, which is similar to
cramming for final exams and likely to produce similarly poor results.
ANSWER: FALSE
91. Nicola is collecting information for a business document she is writing. We call this
collection process ____________________.
ANSWER: research
92. Long reports and complex business problems generally require some use of
____________________ research methods.
ANSWER: formal
93. Looking in the files and talking with your boss are methods of
____________________ research.
ANSWER: informal
94. In the ____________________ pattern of organization, the main idea comes first,
followed by details, an explanation, or evidence.
ANSWER: direct
95. Persuasive and bad-news messages should usually use the ____________________
pattern.
ANSWER: indirect
97. The refund authorization was processed by our customer service representative is
an example of a sentence using the ____________________ voice.
ANSWER: passive
98. A dangling ____________________ results when the word or phrase the modifier
describes is missing from its sentence.
ANSWER: modifier
100. Before and meanwhile are examples of transitional expressions that show
____________________ association.
ANSWER: time
Chap 5:
1. Which of the following statements about communication in the workplace is most
accurate?
a. Today's workplaces are nearly all paperless; employees conduct business with
digital media and communicate only with electronic messages.
b. Most employees exchange documents and complete projects on the Web, but
only management creates content, reviews products, or edits projects.
c. More data are stored on and accessed from PDAs and individual computers
rather than on the Internet or a network.
2. Business are storing and accessing ever more data along with software in remote
network clusters. This process of remote storage is called
a. community sourcing.
b. networking.
c. cloud computing.
d. data dumps.
ANSWER: C
3. Web 2.0
a. allows users to create content, review products, and edit and share information.
b. is a software editing package that finds and corrects all grammar and spelling
errors in business documents.
d. is a Web site that contains journals on a variety of topics usually written by one
person.
ANSWER: A
b. Small businesses share VPNs instead of developing their own Web sites.
d. VPNs are the primary host site of corporate blogs used to promote new
products.
ANSWER: C
b. Twitter
c. Podcast
d. Blog
ANSWER: B
7. You are delivering your salary and benefits proposals for employees in your
department to your supervisor. What is the best communication channel to deliver this
confidential information?
a. E-mail
b. Podcast
c. Interoffice memo
b. require persuasion.
11. Bennett is sending an e-mail message about a change in procedure for submitting
work hours. Which of the following represents the most direct opening?
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.
12. Which of the following is the best advice for writing the body of an e-mail
message?
a. To help the receiver act on the subject, discuss only one idea.
b. Because e-mail messages and memos are informal, do not use numbered or
bulleted lists.
13. Your e-mail messages and memos should have high skim value, which
meANSWER
a. you write the message quickly and efficiently.
14. An e-mail message or memo usually ends with action information, needed dates, a
summary of the message, or a
a. witty quotation.
c. closing thought.
15. Which of the following is the most appropriate closing for an e-mail message or
memo?
a. Please submit your report by August 1 so that the information can be presented
at the seminar.
16. Which of the following is not a guide word used in e-mail messages and memos?
a. TO:
b. FROM:
c. RESPONSE:
d. DATE:
ANSWER: C
17. What is the current advice on the use of a greeting on business e-mail?
a. Omit greetings because they make an e-mail appear too casual.
b. Use company computers for e-mail and shopping, but don't visit any gambling
sites.
19. If you have to send a long message via e-mail, what is the best advice?
a. Place all information in the body of the e-mail message.
b. Attach a separate document to the e-mail message, leaving the body of the
message blank.
d. Send it another way because you should not send attachments via e-mail.
ANSWER: C
b. Insert in bold the guide words: Date:, To:, From:, and Subject: at the left
margin.
c. Provide a heading that includes the name of the company plus "Memo" or
"Memorandum."
22. Business e-mail users must learn that e-mail can be dangerous because messages
travel long distances, are difficult to erase, and
a. can't be used to transmit official documents.
23. E-mail is the No. 1 communication channel in business today. To make your
messages effective, you should
b. compose quickly.
c. organize indirectly.
24. Samantha must use e-mail frequently to communicate with others in her new job.
What is the best advice to give her?
a. Consider composing important messages offline.
b. Use general tags such as Hi! or Important as the subject line to catch the
reader's attention.
25. Good advice for e-mail is to use the "top-of-screen" test, which meANSWER
a. beginning with a cute graphic or witty quotation to capture your reader's
attention.
c. composing offline.
26. Which of the following situations is most appropriate for sending an e-mail
message?
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.
d. Maggie needs to vent her frustrations about working conditions to her shift
supervisor.
ANSWER: C
27. Which of these is the best recommendation for business communicators using
e-mail?
a. Use e-mail to deliver bad news or to resolve arguments to limit or avoid
workplace confrontation.
c. Use e-mail, not hard-copy memos, for messages that the business would not
want to be made public or for topics that should not be published.
d. Care about tone, correctness, and conciseness to create messages with the reader
in mind.
ANSWER: D
28. If business writers want to demonstrate good netiquette when using e-mail, they
should
a. document every business decision and action in hard-copy memos or e-mail.
b. write important e-mail messages in all capital letters for emphasis and increased
professionalism.
29. Which of the following is the best tip for replying to e-mail messages?
a. Reply to an e-mail message immediately because reading additional e-mail
messages before replying might confuse you.
b. If you can't reply immediately, acknowledge receipt of the message and tell the
sender when you'll be able to reply.
c. Include the sender's entire original message in the body of your reply to clarify
the meaning of your response.
d. Retain the original subject line to identify a conversation thread even if the topic
shifts.
ANSWER: B
b. It is delayed; a user has time to recall sent messages if he or she decides the
message should not have been delivered.
d. It allows in-depth analysis of data, including charts and graphs, and lengthy
conversation of the chosen topics.
ANSWER: A
31. Why do some employers forbid employees to use instant messaging (IM)?
a. Instant messaging is more expensive to use than faxes or phone calls.
d. Many companies forbid instant messaging use for all these reasons.
ANSWER: B
32. Porter's company has decided to let employees use instant messaging (IM) as an
internal communication tool, and she wants to make sure that she's using it professionally.
What should she do?
a. Make sure she's available via IM at all times so that her colleagues can always
reach her.
b. Include both professional and personal contacts on the same IM contact list for
efficiency.
33. Podcasts, blogs, and wikis are part of the new user-centered virtual environment
called
a. the Total Network.
b. Web 2.0.
c. Cloud Computing.
d. VPN.
ANSWER: B
34. Because access to the Web is readily available, the dangers are obvious. Which of
these represents a common danger of the Web?
a. Fact checking is reducing productivity.
35. News professionals, educators, and corporate trainers create digital audio or video
files; and receivers can download the files to a computer or a smartphone to view or hear
the file contents. What are these digital audio or video files called?
a. Blogs
b. Podcasts
c. Wikis
d. Web forums
ANSWER: B
36. Businesses have embraced podcasts for audio and video messages because podcasts
a. do not require a live presence, yet offer a friendly human face.
b. can't replace costlier live teleconferences but can replace most business travel.
ANSWER: A
37. Which of the following is the best tip for preparing a podcast?
a. Purchase a high-end digital recorder, memorize your message, and record your
presentation.
b. Speak clearly, deliver off the cuff, and maintain eye contact.
c. Know the subject, know your audience, and know your goal.
d. Select a digital recorder, organize your message, and rehearse your delivery.
ANSWER: D
c. they provide anytime access to digital audio and video files containing
corporate training, marketing, and informational messages.
39. Some companies now use Twitter and other social media to monitor what is being
said about them, to engage with customers, and
a. to serve as cover letters for longer documents.
40. You are using the corporate blog to respond to an business emergency. Which of the
following is the best recommendation?
a. Use the blog as the sole provider of emergency information to avoid muddled
messages.
b. Make the blog part of your overall effort to communicate information regarding
the business's emergency.
42. You are crafting a message for your corporate blog. What advice should you
follow?
a. Make your writing serious, reserved, and formal.
c. Get to know the blogosphere in your industry and avoid discussing topics from
other blogs.
43. Experts advise that you use blogrolling to maximize effectiveness. What does
blogrolling mean?
a. You provide links to other sites or blogs on the Web that you find valuable and
that are related to your business or industry.
b. You frequently update or "roll over" the information on your blog to keep it
fresh.
ANSWER: A
45. You must contribute to projects on your departmental wiki. Which of the following
is not a guideline you should follow?
a. Follow the conventions of polite society and commonsense rules and show
respect.
46. Which of the following statements best describes use of social networks by
businesses today?
a. All companies are comfortable with using social networking for brainstorming
and teamwork.
b. Companies struggle with finding the right balance between permitting access to
the Web and protecting security as well as ensuring productivity.
c. Companies must run their own social networks to capitalize effectively on the
benefits this medium offers.
d. Large companies (like McDonalds and British Telecom) create buzz and
promote their brands via social networking, but social networking offers no
benefit to small businesses.
ANSWER: B
47. Travis has asked you for some advice regarding the use of social networking in the
workplace. What advice will you share?
a. Do not share any sensitive information.
c. Establish boundaries, and don't share information online that you wouldn't share
openly in the office.
c. Candidates do not need to craft their profiles with the same care as used for
their traditional résumés.
c. RSS feeds have identified computer viruses and malware, saving millions of
dollars for large corporations.
d. These feeds can be a time-saver, allowing users to monitor many news sources
in one convenient spot.
ANSWER: D
51. E-mail has replaced letters for many messages inside organizations and for some
messages to external audiences.
ANSWER: TRUE
52. PDF documents guarantee that the reader receives a message that looks exactly as
the writer intended.
ANSWER: TRUE
53. Use e-mail for internal messages requiring a permanent record or formality; use
hard-copy memos for external messages requiring a permanent record or formality.
ANSWER: FALSE
54. Informational e-mail and memos generally follow the same writing plan:
informative subject line, direct opening, explanatory body, and appropriate closing.
ANSWER: TRUE
55. Including a subject line in your e-mail message or memo is optional because the
message is usually short.
ANSWER: FALSE
56. Open most e-mails and memos indirectly to show respect for readers.
ANSWER: FALSE
57. Effective e-mail messages and memos generally discuss only one topic.
ANSWER: TRUE
58. Readers look for deadlines and action language in the body of an e-mail message or
memo.
ANSWER: FALSE
60. You need not close messages to coworkers with goodwill statements such as those
found in letters to customers or clients.
ANSWER: TRUE
61. Because the recipient's e-mail address is located in the e-mail heading, including a
greeting in the message body is not necessary.
ANSWER: FALSE
62. The Accounting Department wants to document the information it presented at the
weekly divisional meeting. The best internal channel to create a permanent, formal record
of this information is a hard-copy memo.
ANSWER: TRUE
63. One of the risks in using e-mail is "self-destructing," which refers to accidentally
sending an e-mail message without first carefully editing it or verifying the recipients'
names.
ANSWER: FALSE
65. In addition to the basic elements of Date, To, From, and Subject, large organizations
may include other identifying headings, such as File Number, Floor, Extension, Location,
and Distribution on memos.
ANSWER: TRUE
66. One risk of e-mail is that even though you erase an e-mail message, it can remain
on multiple servers that are backed up by companies or Internet service providers.
ANSWER: TRUE
68. E-mail messages have benefits and risks; some risks occur because e-mail messages
travel, intentionally or unintentionally, long distances.
ANSWER: TRUE
69. Travis deleted an e-mail message, but now he needs that message. Unfortunately,
once deleted, e-mail can never be retrieved.
ANSWER: FALSE
70. Because employers have the legal right to monitor e-mail use, assume that your
employer monitors all workplace e-mail.
ANSWER: TRUE
71. When preparing your script for a podcast, include some redundancy: tell the
listeners what you will tell them, then tell them, and, finally, tell them what you have told
them.
ANSWER: TRUE
72. Although teenagers use instant messaging (IM) frequently, corporations do not use
this communication tool.
ANSWER: FALSE
74. Podcasting has experienced large growth and has spread among various user groups
online.
ANSWER: TRUE
75. RSS feeds are online journals used by companies to communicate internally with
employees and externally with customers.
ANSWER: FALSE
76. Millie needs to research customer reactions. She should consider a blog because
blogs can produce unbiased consumer feedback more quickly and cheaply than familiar
techniques like focus groups and surveys.
ANSWER: TRUE
77. Twitter is very popular for personal use with employees under age 35, but
businesses have not yet found positive business applications for this digital
communication tool.
ANSWER: FALSE
78. One of the prominent business uses of blogs is to provide up-to-date company
information to the press and the public.
ANSWER: TRUE
79. Businesses now have appointed employees to scrutinize the blogosphere for buzz
and positive or negative postings about their organization and products.
ANSWER: TRUE
80. Unlike more formal business messages, blog entries should address a general
audience, have a casual style, and use an informal tone; thus the blog message will be
suitable for anyone.
ANSWER: FALSE
81. When creating a blog, you are striving to attract repeat traffic by individual blog
readers and to avoid hits by search engines.
ANSWER: FALSE
82. Lines between social and professional networking have been clear; and as a
business communicator, you must strive to keep those boundaries distinct.
ANSWER: FALSE
83. Business applications for social networks continue to emerge as some organizations
provide the collaboration tools and watch what happens.
ANSWER: TRUE
84. You must be wary of the many risks in the cyber world, which include not only
appearing in inappropriate photographs but also making "friends" online.
ANSWER: TRUE
85. Professional networking sites allow hiring managers to fully screen job applicants,
select the best candidate, and offer the job to the selected candidate, thus saving today's
businesses time and money in the hiring process.
ANSWER: FALSE
86. As businesses try to control the risks related to Internet access, their younger
employees, in particular, are shocked to find employers have blocked access to Facebook,
Gmail, and other popular Web destinations.
ANSWER: TRUE
87. RSS is a fast and easy way to search and manage information in a data file format
capable of transmitting changing Web content.
ANSWER: TRUE
88. About three quarters of U.S. companies view social media⎯mostly LinkedIn⎯as
essential sources for recruiting.
ANSWER: TRUE
89. The terms social networking and social bookmarking both refer to an online service
used to connect users with related interests.
ANSWER: FALSE
91. ____________________ messages tend to carry more weight, are more formal, and
are taken more seriously in certain situations.
ANSWER: Hard copy
92. In the ____________________ of an e-mail message, you should cover just one
topic.
ANSWER: body copy
96. To, From, Date, and Subject in an e-mail message or a memo are called
____________________ words.
ANSWER: guide copy
97. Unless your company specifically allows it, never use your employer's computers
for ____________________ messages or entertainment.
ANSWER: personal copy
98. Although e-mail is still a relatively new business communication tool, a set of rules
for polite online interaction called ____________________ has emerged.
ANSWER: netiquette copy
Chap 9:
1. Which of the following statements about reports is accurate?
a. Business professionals rarely write reports.
c. Informal reports of eight or fewer pages are the most common report in the
workplace.
ANSWER: C
b. solve problems.
b. analytical reports.
d. justification reports.
ANSWER: A
ANSWER: D
b. analytical reports.
c. summaries.
d. progress reports.
ANSWER: B
c. A report outlining the new company procedure for reporting workplace injuries
7. The direct pattern of organization is appropriate for a business report when readers
a. need to be educated.
b. must be persuaded.
c. are informed.
8. When you organize a report directly, what is the correct order of ideas to follow?
a. Introduction, facts, and summary
d. The direct pattern presents ideas in any order for maximum effectiveness.
ANSWER: A
9. The indirect pattern of organization is appropriate for a business report when readers
a. are supportive of the topic.
b. must be persuaded.
10. When you organize a report indirectly, in which order should you present your
ideas?
a. Description of the problem, conclusions, facts, and recommendations
11. Which is the most accurate statement about business report organizational patterns?
a. The primary difference between direct and indirect organizational patterns is the
location of the findings.
b. Many business executives place most importance on the analysis of the problem
in a report.
c. When using the indirect organizational pattern, place the conclusions and
recommendations at the beginning of the report.
d. The indirect pattern seems more logical to many readers because it mirrors the
way we solve problems.
ANSWER: D
12. Connor has studied the effect of on-site daycare on employee work attendance. He
must present his findings to his supervisor, who is opposed to this service. How should
Connor present his information?
d. Give up; his boss will never go for this idea anyway.
ANSWER: A
14. You are writing a short, informal report that will stay inside your organization.
Which format would be most appropriate?
a. Letter format
c. Manuscript format
d. Full-block format
ANSWER: B
15. You are writing a short, informal report that you will send to one of your customers.
Which format would be most appropriate?
a. Letter format
c. Manuscript format
d. Printed form
ANSWER: A
16. You work for a development firm and must explain to a customer the results of a
year-long study of potential sites for new stores. In what format should you develop this
report?
a. Memo or e-mail format
b. Printed form
c. Letter format
d. Manuscript format
ANSWER: D
17. You are an inventory specialist for a retail store. Your boss has asked you to
compile a year-end report listing the merchandise sold each month through the company's
Web site. In what format should you present this data?
a. Memo or e-mail format
b. Preprinted form
c. Letter format
d. Manuscript format
ANSWER: B
18. Which statement regarding digital report formats and delivery is accurate?
a. Although digital media allows writers to produce and distribute reports
electronically, good writers follow up such electronic reports with hard copies.
d. When attaching a report to an e-mail message, you do not need to introduce the
report or reference the attachment in the e-mail message.
ANSWER: C
19. When you receive an assignment to write a report, you should begin the
report-writing process by
a. analyzing your audience.
b. observing others.
21. What type of research source provides the richest and most accurate first-hand
information?
a. Surveys
b. Interviews
c. Company records
d. Observations
ANSWER: B
c. Secondary data are easier and cheaper to gather than primary data.
d. Secondary data are always gathered after the collection of primary data.
ANSWER: C
24. A report that monitors the headway of a nonroutine or unusual activity is called
a. the minutes of a meeting.
b. an information report.
c. a progress report.
d. a summary.
ANSWER: C
25. A report that attempts to solve problems by presenting data, drawing conclusions,
and offering solutions is called a(n)
a. justification/recommendation report.
b. information report.
c. progress report.
d. summary.
ANSWER: A
26. Reports that describe routine activities without analysis are called
a. justification/recommendation reports.
b. information reports.
c. progress reports.
d. summaries.
ANSWER: B
b. an information report.
c. a summary.
d. the minutes.
ANSWER: D
28. What kind of report condenses the primary ideas, conclusions, and
recommendations of a longer report or publication?
a. Progress report
b. Information report
c. Summary
d. Analytical report
ANSWER: C
29. As chairperson of a customer service task force, you must update management on
your team's progress. What kind of report will you write?
a. Justification/recommendation report
b. Information report
c. Progress report
d. Feasibility report
ANSWER: C
30. Your department needs a new copier, and your job is to research the options. Based
on your research, you have selected an all-in-one machine that you believe will be cost
effective and will perform well. What kind of report would you write to present your
findings?
a. Summary report
b. Justification/recommendation report
c. Information report
d. Progress report
ANSWER: B
31. As a human resources (HR) assistant, you must write a monthly report to the HR
director summarizing the number of job applicants, the number of interviews conducted,
and the number of active employees. What kind of report would you prepare?
a. Information report
b. Justification/recommendation report
c. Progress report
d. Feasibility report
ANSWER: A
32. Your current assignment is to condense a 200-page government policy report on oil
drilling in Alaska into a shorter report for Sierra Club members to read. What kind of
report would you most likely write?
a. Information report
b. Summary report
c. Justification/recommendation report
d. Progress report
ANSWER: B
33. Your company currently processes its payroll internally but is considering the use of
an external accounting firm. You are in charge of determining whether your company
should proceed with this plan. What kind of report would you most likely write?
a. Feasibility report
b. Progress report
c. Information report
d. Summary report
ANSWER: A
d. A report comparing three locations and identifying the best for a new franchise
outlet
ANSWER: C
35. You have organized the findings section of your information report by answering
who, what, when, where, why, and how. This pattern is called
a. chronological.
b. journalism style.
c. geographical.
d. alphabetical.
ANSWER: B
37. In what order should you organize your ideas when you believe your audience will
be agreeable to the suggestions in your justification/recommendation report?
a. Announce the recommendation, explain the recommendation, identify the
problem or need, and provide necessary action.
d. Persuasive techniques
ANSWER: D
b. Avoid using the exact wording of motions because that would be too time
consuming.
d. Omit his name and signature as the person recording the minutes because he is
acting on behalf of the organization.
ANSWER: C
40. Which of the following is the best advice to follow when writing a summary?
a. Include specific examples from the report, article, or book you are
summarizing.
b. Copy passages word for word to ensure that you cover the main ideas.
d. longer sentences.
ANSWER: A
42. Which of the following constructions uses the best writing style for an informal
report?
a. James, Deloitte, and Wilts, Inc., after extensive review of references and
credentials of contractors, has elected to contract with Peck Builders for the
new office complex.
44. Irina wants to make sure that she sounds credible in her business report. What
should she do to build her credibility?
a. Discuss only the position that she favors so that her readers don't get confused.
b. topic headings.
c. functional headings.
d. descriptive headings.
ANSWER: C
47. Headings that describe the content of a report section are called
a. talking headings.
b. topic headings.
c. functional headings.
d. descriptive headings.
ANSWER: A
b. Savings
c. Cost Savings
50. Vanessa is writing a report that will include headings. What should she do to make
sure that her headings are effective?
a. Enclose the headings in quotation marks (dấu ngoặc kép) to make them stand
out on the page.
c. Use headings as antecedents for pronouns to make her report more concise.
51. Business reports are always presented in writing or orally, but they are not
presented digitally.
ANSWER: FALSE
52. The most common type of report in the workplace is the formal report.
ANSWER: FALSE
53. You will write reports for only one reason: to convey information.
ANSWER: FALSE
54. Based on their function, business reports typically fall into one of two categories:
instructional or persuasive.
ANSWER: FALSE
56. The direct organization strategy presents the purpose for writing near the beginning
of a report.
ANSWER: TRUE
57. The direct strategy is appropriate when your readers are informed or supportive of
your topic.
ANSWER: TRUE
59. The format for an informal report relies solely on the intended audience.
ANSWER: FALSE
61. If you are preparing a report in manuscript format for an outside organization, print
the report on your company letterhead.
ANSWER: FALSE
62. The memo or e-mail format is appropriate for short informal reports that stay within
organizations.
ANSWER: TRUE
65. The first step in preparing a report is to sit down and begin writing immediately;
this technique allows you to capture your best ideas quickly.
ANSWER: FALSE
66. Identifying your primary and secondary audiences can help you determine your
writing style.
ANSWER: TRUE
67. Primary data result from reading what others have experienced or observed and
recorded.
ANSWER: FALSE
68. Many report writers begin with an analysis of company records and files.
ANSWER: TRUE
70. Business researchers often use such electronic resources such as mailing lists,
discussion boards, social networking sites, and blogs to conduct research for business
reports.
ANSWER: TRUE
71. Informal business reports generally fall into one of six categories. However, in
many instances the category boundaries overlap and distinctions are not always clear-cut.
ANSWER: TRUE
76. When your reader may oppose your recommendation, you should begin the report
by announcing the recommendation directly.
ANSWER: FALSE
77. Feasibility reports answer such questions as Will this plan or proposal work?
ANSWER: TRUE
79. Formal meeting minutes provide a record of old business, new business,
announcements, and reports, as well as the precise wording of motions.
ANSWER: TRUE
80. Informal minutes tend to be longer and less well organized than formal minutes,
making the informal minutes more difficult to read.
ANSWER: FALSE
81. Summary reports are typical in academic settings but rarely used in business
settings.
ANSWER: FALSE
84. The audience, purpose, and setting of a message usually determine the use of a
formal or informal writing style, but only a formal writing style will enhance the authority
and credibility of a report.
ANSWER: FALSE
85. Reports are convincing only when the facts are believable and the writer is credible.
ANSWER: TRUE
86. Although citing sources in a formal report is essential, you do not need to cite
sources in an informal report.
ANSWER: FALSE
88. Functional headings should be used instead of talking headings in a report when the
report discusses a sensitive or controversial topic.
ANSWER: TRUE
89. Headings are advantageous only to the reader of the report, not to the writer.
ANSWER: FALSE
90. You should include at least one heading per report page.
ANSWER: TRUE
93. Use ____________________ format for short (usually eight or fewer pages)
informal reports addressed outside an organization.
ANSWER: letter
99. When a company must decide whether to proceed with a plan of action, it may
require a(n) ____________________ report.
ANSWER: feasibility
Chap 10:
1. Which of the following statements is accurate?
a. Proposals are persuasive documents used to solve problems, provide services,
or sell equipment.
ANSWER: D
c. to renovate offices.
b. hint at the problem you will solve but avoid explaining the reasons for the
proposal.
7. Which of the following is the best tip to fight writer's block when writing proposals?
a. Drink a lot of coffee to make your mind sharp.
c. Make a list of personal benefits you will receive after receiving the contract.
8. In which part of a solicited proposal would you most likely convince your reader that
you understand the problem completely?
a. Introduction
b. Background
c. Authorization
d. Budget
ANSWER: B
9. In which section of an informal proposal would you most likely include a timetable
for a project to be completed?
a. Staffing
b. Authorization
c. Budget
d. Proposal
ANSWER: D
b. provide only rough estimates so that you can raise the price later if costs
increase.
c. never itemize hours and costs, but offer only a total sum.
12. Jeremy has decided to include a deadline for acceptance in his proposal to install
energy-efficient workstations for a local manufacturer. In which section should Jeremy
place the deadline?
a. Introduction
b. Background
c. Authorization request
d. Proposal
ANSWER: C
13. The main differences between informal and formal proposals are
a. the primary and secondary audiences.
14. Although formal reports are similar to formal proposals, a primary difference is that
a. formal reports represent the end product of thorough investigation and analysis.
16. What is the best advice when writing a statement of purpose for a formal report?
a. Write a statement of purpose only for external formal reports.
18. Your boss asks you to write a formal report on the impact of smoking on employee
healthcare costs. Like nearly every writer of a research project, you should begin your
research by
19. Although researchers are increasingly using electronic data, you should learn to use
print resources because
a. electronic sources are never considered as reliable as books and magazines.
b. print sources provide primary data and electronic sources provide secondary
data.
d. audiences respect only writers who include data from print sources.
ANSWER: C
b. Bibliographic indexes
c. Brochures
d. Books
ANSWER: C
b. electronic databases are always a free resource if you have Internet access.
b. The Web is a collection of hypertext pages that offer information and links of
trillions of pages.
c. The number of Web sites is now decreasing after reaching its peak of 235
million sites.
b. Web browser.
d. master's degree.
ANSWER: B
b. A search tool is a service that indexes, organizes, and often rates and reviews
Web pages.
d. A search tool helps to protect the user's computer against viruses and malware
as the user conducts Web searches.
ANSWER: B
b. Use one search tool only so that you can master it.
ANSWER: A
26. A blog is
a. an online diary or journal that allows visitors to leave public comments.
b. a computer virus that frequently appears from Web sites such as Facebook and
MySpace.
d. an electronic information storage base that users access via computer and search
digitally.
ANSWER: A
b. Electronic databases
c. Blogs
d. Experimentation
ANSWER: D
28. Surveys, which are used to collect firsthand data, have many advantages. One
advantage is that
a. those who respond to mailed or online surveys exactly represent the overall
population.
d. return rates for online and mailed surveys are typically over 90 percent.
ANSWER: C
29. Brittany is writing a business report about protecting workplace data and will be
conducting an interview with a data security expert. What is the best advice you can give
her?
a. Call before the interview to confirm the arrangements, and then arrive on time.
b. Learn about the individual she is interviewing, and research the background and
terminology of the topic.
c. Use open-ended questions rather than yes-or-no questions to draw out the
responses from the expert.
30. Plagiarism
a. involves using good data from reputable sources to increase your credibility and
to enhance the logic of your reasoning.
31. Which of the following statements about documenting data is not accurate?
a. Documenting data can strengthen your argument.
c. Documenting data is not necessary if you put the information in your own
words.
d. The Fujita-Pearson tornado scale rates tornadoes with wind speeds of 261 to
318 miles per hour as F5 storms.
ANSWER: D
33. Paraphrasing is
a. restating an original passage in your own words.
35. Which of the following is the best advice about the use of direct quotations in a
report?
a. Beware of overusing quotations because you may appear as if you have no ideas
of your own.
c. Place the direct quotation in quotation marks, but change a few words to show
you have your own ideas.
36. What is the correct order of ideas for a report using the indirect strategy?
a. Recommendations, findings, and conclusions
b. order of importance.
c. physical location.
d. simple to complex.
ANSWER: A
38. Tanika must prepare a formal report detailing the findings of a year-long study of
her company's new wellness program. In this report she must discuss employee
absenteeism before and after the program's implementation. What type of organizational
pattern will she likely use?
a. Chronological
b. Spatial
c. Compare/Contrast
d. Importance
ANSWER: C
39. Tyler is writing a report that analyzes the GlobalCom, Inc., market share of cell
phone subscriptions worldwide by region. He will probably organize his report
a. chronologically by the date the cell phone subscriptions reached their
maximums.
b. around extensive secondary data to assure the reader that he conducted adequate
research before he wrote the report.
40. Logan is creating an outline to help him write a report on e-waste generated by his
company. What advice should he follow?
a. Include the outline as part of the final report so that his audience can quickly see
his organizational pattern.
b. Create a balanced outline with exactly the same number of subpoints and details
for each main point.
d. Avoid using the main points used on the outline as main headings in the written
report.
ANSWER: C
41. Yolanda must include a long table in a report she is preparing on employee Internet
use. What advice should she follow when creating the table?
a. Avoid distracting her readers with shading.
d. Because the emphasis is on the data, avoid the use of headings for each row.
ANSWER: B
d. demonstrate trends.
ANSWER: D
b. Flowchart
c. Bar chart
d. Table
ANSWER: C
44. In her letter to policyholders, Min Yi needs a graphic depicting the procedure a
policyholder follows when filing a claim. Which of these would be most appropriate?
a. Organizational chart
b. Flowchart
c. Illustration
d. Table
ANSWER: B
d. Pie charts can be confusing to readers because of the use of multiple colors.
ANSWER: B
46. Which of the following is the best advice when using graphics in reports?
a. Don't overuse color because too much color can be distracting and confusing.
48. What advice should you follow when preparing a table of contents?
a. Avoid leaders (spaced or unspaced dots) on a table of contents to avoid
confusing the reader.
d. Wait until you have completed the report before writing the table of contents.
ANSWER: D
49. The discussion of findings in a report should do all of the following except
a. use graphics to illustrate key points and findings.
d. Author's credentials
ANSWER: A
52. Proposals may be internal or external, but most proposals are external.
ANSWER: TRUE
53. External proposals may be solicited or unsolicited, but most proposals are
unsolicited.
ANSWER: FALSE
55. Informal proposals are often presented in short (two- to four-page) letters.
ANSWER: TRUE
56. Most proposals begin by explaining briefly the reasons for the proposal and by
highlighting the writer's qualifications.
ANSWER: TRUE
57. To make the introduction of your proposal persuasive, include a "hook" that focuses
on the audience's specific needs and benefits.
ANSWER: TRUE
58. In a solicited proposal, your goal is to convince the reader that a problem exists.
ANSWER: FALSE
59. If you are responding to a request for proposal (RFP), avoid using the same
language of the RFP as doing so will show a lack of creativity.
ANSWER: FALSE
60. Don't include a deadline for acceptance in the budget section of a proposal because
doing so puts too much pressure on the reader.
ANSWER: FALSE
63. The main differences between formal and informal proposals are tone and language
use.
ANSWER: FALSE
64. Like proposals and informal reports, formal reports begin with a definition of the
project.
ANSWER: TRUE
66. Secondary data come from reading what others have experienced and observed.
ANSWER: TRUE
67. An advantage of secondary data over primary data is that secondary data are easier
and cheaper to develop.
ANSWER: TRUE
68. Books provide historical, in-depth data; however, periodicals provide limited but
current coverage.
ANSWER: TRUE
69. If you find information on the Web, you can be assured that it is reliable.
ANSWER: FALSE
70. To efficiently locate information using the Internet, use two or three search tools
and combine keywords into phrases.
ANSWER: TRUE
ANSWER: TRUE
71. Businesses should avoid using social networking sites to generate research because
these sites serve entertainment and leisure purposes only.
ANSWER: FALSE
72. Both observation and experimentation produce firsthand data to clarify cause and
effect.
ANSWER: FALSE
73. When you conduct an interview, prepare closed-ended questions to make the
interviewee feel relaxed and at ease.
ANSWER: FALSE
74. The only reason to document sources in a report is to avoid charges of plagiarism.
ANSWER: FALSE
75. Documenting data is necessary only when writing long reports and proposals.
ANSWER: FALSE
76. If you paraphrase (put information in your own words), you did not need to credit
the information source.
ANSWER: FALSE
78. If you are worried about plagiarizing, you can avoid the problem if you use the
grammatical structure of the original and just replace words with synonyms.
ANSWER: FALSE
79. Katrina has decided to organize her business report using the direct organizational
pattern. Therefore, she should begin the report with her conclusions and recommendations.
ANSWER: TRUE
80. A report discussing the correct procedure to process customer complaints should be
organized using a chronological order.
ANSWER: TRUE
81. Most writers agree that the clearest way to show the organization of a report is by
recording its divisions in an outline.
ANSWER: TRUE
82. Avoid the use of graphics in a report because graphics usually confuse readers.
ANSWER: FALSE
83. Probably the most frequently used visual aid in reports is the table.
ANSWER: TRUE
84. The major advantage of line charts is that they show changes over time, thus
indicating trends.
ANSWER: TRUE
85. Avoid referencing graphics in the text of your report; the visual should speak for
itself.
ANSWER: FALSE
87. If included with a report, a letter or memo of transmittal should be written using the
indirect pattern.
ANSWER: FALSE
88. The body of a formal report typically includes an introduction; the discussion of
findings; and a summary, conclusions, or recommendations.
ANSWER: TRUE
90. Regardless of the referencing format used, citations include the author, title,
publication, date of publication, page number, and other significant data for all sources
used in the report.
ANSWER: TRUE
91. Graphics should incorporate lots of color and decorations to provide visual impact
for readers.
ANSWER: FALSE
93. In the ____________________ section, your aim is to discuss your plan for solving
the problem.
ANSWER: proposal
98. An online diary or journal that allows visitors to leave public comments is called a
weblog or ____________________.
ANSWER: blog
101. Using the ideas of someone else without giving credit is called
____________________ and is unethical.
ANSWER: plagiarism
CHAP 11
1. Which statement about professionalism is accurate?
b. social
acceptance.
c. business etiquette.
d. diversity.
ANSWER: C
TYPE: MC
b. self-actualization and
self-control.
c. Employees need to exhibit professional behavior only when working at their desks.
d. You exhibit professional behavior only through nonverbal actions such as dressing
appropriately or maintaining eye contact with others.
ANSWER: B
TYPE: MC
b. Show up a few minutes to late every so often to show that he isn't an overzealous
employee.
6. Richard wants to prove that he is diligent and collegial. What is the best advice you can
give him?
a. Put all focus on his job and avoid volunteering his services to a worthy community or
charity group.
b. Turn in projects on time, even if he's not proud of the work he's done.
7. How do recruiters and employers view the importance of professional behavior in the
workplace?
a. Although recruiters are impressed with applicants who speak well, a candidate's
technical expertise is all that matters.
d. Team, communication, and people skills are low priorities for most hiring managers.
ANSWER: B
TYPE: MC
8. Jue understands that soft skills and professional polish will ensure her long-term success
on the job. Which of the following is not a soft skill?
b. An eagerness to learn
10. Saying words correctly and clearly with the accepted sounds and syllables reflects
a. rate.
b. pitch.
c. vocal quality.
d. proper pronunciation.
ANSWER: D
TYPE: MC
11. Alec, hoping for a promotion, wants to improve his pronunciation skills so that he's able
to say words correctly and clearly with accepted sounds and accented syllables. Which of the
following is the best advice for Alec?
a. Hire a professional speech coach.
d. Relax. Mispronouncing a few words is common and will not affect the opportunity for
promotion.
ANSWER: B
TYPE: MC
b. a rising inflection at the end of a sentence that makes statements sound like questions.
15. LaTarsha's coworker has told her that LaTarsha is more likely to be promoted if she
speaks effectively in conversations. Which of the following is a good tip for LaTarsha?
a. Learn and use first names for all coworkers, clients, and customers.
b. Prove that she is relaxed and confident by telling some political jokes that are sure to
"raise an eyebrow."
16. Which of the following is the best advice regarding small talk in the workplace?
a. Avoid small talk in the workplace because doing so is unprofessional.
b. Read newspapers and listen to the radio and TV so that you can discuss current events
intelligently.
17. A coworker has justly criticized you for poor performance at work. If you agree quickly
with this on-target criticism,
a. the coworker is likely to take the criticism to your supervisor.
b. others will view you as a coward who doesn't fight back when
criticized.
18. You are in a meeting receiving your performance review and are surprised that your
supervisor has offered you many suggestions for improvement. How should you react to the
criticism?
a. Interrupt your supervisor frequently to comment on his or her suggestions so that you
don't miss giving feedback on anything.
b. To avoid any type of confrontation with your supervisor, agree with all comments made.
c. Try to deflect blame for anything negative said to others in your department.
19. You recently chaired a team implementing new federal confidentiality requirements.
After implementation, you must evaluate each team member's performance. Which of the
following suggestions about giving constructive criticism is not accurate?
a. Use language that focuses on improvement instead of
problems.
c. Producing inferior work often causes this company to lose time and money.
21. Which of the following is the best advice when making business telephone calls?
a. Realize that the responsibility for ending a call lies with the person who receives the
call, not with the caller.
c. To sound natural and spontaneous, decide what you're going to say after the receiver
answers.
d. Don't worry about smiling because the person can't see you.
ANSWER: B
TYPE: MC
22. Marsha has limited time and must call Charlie for answers to several questions. Which of
the following is the best example of a brisk and professional approach?
a. Charlie, I have only a few minutes, but I knew you were the one with answers to my
questions.
c. I can't waste any time chit chatting, so you need to get to the point pronto!
d. Look, Charlie, you always have the inside scoop at work; what's going on?
ANSWER: A
TYPE: MC
23. Which of the following demonstrates the best example when answering a telephone call?
a. This is Beth. May I help you?
d. Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help you
today?
ANSWER: D
TYPE: MC
24. Which of the following is the best advice to follow when receiving telephone calls for
others?
a. Identify your colleague's whereabouts if you are answering his or her phone.
d. Guarantee the caller that your colleague will return the call within a few hours.
ANSWER: C
TYPE: MC
25. Which of the following is the best example of a response when answering calls for
others?
a. Annette is currently participating in an important budget meeting with our board of
directors.
b. We're not really sure where Annette is right now, but she'll return your call immediately
whenever she gets back.
c. Annette has run down to the ladies' room for a few minutes, but she should be back
soon.
d. Annette is away from her desk, but I will give her your message when she returns.
ANSWER: D
TYPE: MC
26. Melinda uses a cell phone for all her business communications. What advice should she
follow?
c. Answer her cell phone when it rings while she is driving to ensure she communicates
with her customers at all times.
27. Which of the following statements about using cell phones for business is most accurate?
a. Because cell phones can be annoying to others, don't use them for business purposes.
b. To make yourself look professional and important, leave your cell phone on at all times
during the workday.
c. Choose a unique and creative ring style such as your college fight song to distinguish
calls to your cell phone.
d. Be careful about using your cell phone to discuss private or confidential company
information.
ANSWER: D
TYPE: MC
28. The benefits of voice mail include eliminating unnecessary chit chat, telephone tag,
inaccurate messages, and
a. time-zone barriers.
d. prompt responses.
ANSWER: A
TYPE: MC
29. Shawn needs to record his business voicemail outgoing message. Which of the following
outgoing messages is most professional?
a. Hi! I'm sorry I missed your call. Please leave a brief message after the tone.
b. This is Shawn. I'm not available right now. But if you leave a message, I promise to call
you back. Be sure to include your name, phone number, and the best time to return your
call.
c. Your call is important to me. Please leave your name and number so that I can return
your call promptly.
d. Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I am currently
away from my phone but will return by 2 p.m. Please call back then. Thank you for
calling.
ANSWER: D
TYPE: MC
30. Leticia has called a client and gotten his voice mail. What is the best advice you can give
Leticia for leaving a message?
a. Hang up and call back later; her client won't want to be bothered with having to listen to
a message.
d. Leave a complete message, including confidential details about the project Leticia is
working on, to make her message as useful as possible.
ANSWER: C
TYPE: MC
31. Which of the following statements about workplace teams is most accurate?
a. Teams tend to respond more slowly to competition or problem solving.
c. Team members who are involved in the decision-making process show less resistance to
change.
32. What term describes groups of people who work interdependently with a shared purpose
across space, time, and organization boundaries using technology?
a. Blogs
b. Virtual teams
c. Team players
d. Social networking
ANSWER: B
TYPE: MC
d. offer information and try out their ideas on the group to stimulate discussion.
ANSWER: D
TYPE: MC
b. are homogeneous.
c. avoid conflict.
d. work independently.
ANSWER: A
TYPE: MC
35. What is the optimum number of participants for most group projects?
a. Two
b. Four to five
c. Ten
36. Which of the following would probably best help a group achieve its goal?
a. Competition
b. Individual leadership
c. Emphasis on
individualism
b. Meetings consist of ten or more individuals who gather to achieve a goal, solve a
problem, or create a work plan.
c. As businesses become more team-oriented, people are attending more meetings than
ever.
d. Most people enjoy attending meetings because they recognize that meetings present
great opportunities for professional growth and recognition.
ANSWER: C
TYPE: MC
b. Prepare an agenda.
c. Invite participants.
d. Groups that confront conflict should be person oriented, not task oriented.
ANSWER: A
TYPE: MC
40. Tao has just volunteered to participate in a work team that will explore the establishment
of an employee exercise facility. Which of the following behaviors should he practice?
a. Concentrate on his desire to stay fit rather than on other employees' goals.
c. Remind group members of their task if they periodically get off track.
41. When the purpose of your meeting is to solve a problem, what is the recommended
number of meeting participants?
a. Five or fewer
b. Ten or fewer
c. Thirty or fewer
42. A meeting agenda should include the date and place of the meeting, start and end times, a
brief description of each topic with its time allotment, and
a. a refreshment list.
43. Which of the following is the best practice for a group when it begins a meeting?
a. Wait until all participants arrive.
44. Antonia is leading her first professional business meeting and wants to follow
professional meeting etiquette. Which of the following is the best tip for Antonia?
a. Avoid following an agenda because the meeting will appear too rigid.
b. End the meeting on time, even if the group hasn't discussed all agenda items.
c. Don't waste time on introductions because you may run out of time to complete your
meeting business.
45. Lucas will attend his first sales meeting and wants to follow proper meeting etiquette.
Which of the following should he do to make a good impression?
a. Keep his cell phone and pager on so that he doesn't miss an important call.
c. Use body language to show if he's bored; the chair will appreciate his
honesty.
b. Allow group members to digress on a topic because other topics may be beneficial to
explore.
c. Meetings should not be held if the flow of information will be strictly one way.
48. Which of the following statements about managing workplace conflict is most accurate?
b. Because conflict makes people feel awkward and uneasy, it inhibits creativity.
c. Since conflict is always negative, you should always avoid it in the workplace.
49. Team leaders can handle difficult group members during a meeting by
a. announcing the rules for expected behavior as soon as a participant digresses.
b. seating the difficult group member as far from the leader as possible.
b. The leader should provide a summary of accomplishments and a review of action items.
c. The leader should remind participants that they are responsible for taking their own
minutes.
d. Participants should pass their assigned tasks on to someone who did not attend.
ANSWER: B
TYPE: MC
51. Many businesses have established protocol procedures or policies to encourage civility.
ANSWER: TRUE
TYPE: TF
52. Hard skills refer to a whole cluster of personal qualities, habits, attitudes (for example,
optimism and friendliness), communication skills, and social graces.
ANSWER: FALSE
TYPE: TF
53. Technical fields such as accounting and finance don't emphasize soft skills.
ANSWER: FALSE
TYPE: TF
57. Speakers should avoid "uptalk" in the workplace because it makes them appear weak and
tentative.
ANSWER: TRUE
TYPE: TF
59. When conversing with others, always address them by their first names.
ANSWER: TRUE
TYPE: TF
60. Attending work-related social functions can harm your career if you dress inappropriately
or choose controversial conversation topics; therefore, it is best to avoid these functions.
ANSWER: FALSE
TYPE: TF
61. If you receive constructive criticism on the job, you should focus on your feelings as
much as possible.
ANSWER: FALSE
TYPE: TF
ANSWER: FALSE
TYPE: TF
62. If another person has criticized you unfairly, you should disagree respectfully and
constructively.
ANSWER: TRUE
TYPE: TF
63. When you deliver constructive criticism, you should use the word "we" instead of "you"
to avoid sounding accusatory.
ANSWER: TRUE
TYPE: TF
64. You should deliver most constructive criticism in writing rather than in person.
ANSWER: FALSE
TYPE: TF
65. E-mail has made telephone use obsolete in the corporate world.
ANSWER: FALSE
TYPE: TF
66. When placing a business telephone call, immediately name the person you are calling,
identify yourself and your affiliation, and give a brief explanation of your reason for calling.
ANSWER: TRUE
TYPE: TF
68. Some places are inappropriate or even dangerous for cell phone use.
ANSWER: TRUE
TYPE: TF
69. To make your outgoing voice mail message more professional, use the
computer-generated voice that comes with most systems.
ANSWER: FALSE
TYPE: TF
70. Because of the increased focus on individualism, teams have become less important in
today's business environment.
ANSWER: FALSE
TYPE: TF
71. Decisions made by teams promote greater "buy-in" from group members.
ANSWER: TRUE
TYPE: TF
72. Many organizations are using virtual teams to exchange ideas and make decisions.
ANSWER: TRUE
TYPE: TF
73. The most effective groups have members who are willing to establish rules and abide by
those rules.
ANSWER: TRUE
TYPE: TF
74. Withdrawing from a group is viewed as an effective technique to deal with group
differences.
ANSWER: FALSE
TYPE: TF
75. Groups with diverse members often produce the best decisions.
ANSWER: TRUE
TYPE: TF
76. When confronting group conflict, focus on the person to make him or her feel important
and heard.
ANSWER: FALSE
TYPE: TF
79. No meeting should be called unless the topic is important, can't wait, and requires an
exchange of ideas.
ANSWER: TRUE
TYPE: TF
81. When preparing the location for business meetings, you can maximize collaboration by
arranging the tables or chairs in straight rows.
ANSWER: FALSE
TYPE: TF
82. Etiquette guidelines for business meetings indicate that both participants and leaders are
responsible for sticking to the agenda and avoiding tangents.
ANSWER: TRUE
TYPE: TF
83. Ground rules for a business meeting should be discussed only when a participant's
behavior is harming the progress of the agenda.
ANSWER: FALSE
TYPE: TF
84. It is appropriate for a meeting leader to move the meeting along by saying, "Thanks, Ivan,
for your viewpoint, but please hold your next comment until we can hear what Shung Chai thinks
of your idea."
ANSWER: TRUE
TYPE: TF
85. When a conflict develops between two members, allow each to make a complete case
before the group.
ANSWER: TRUE
TYPE: TF
86. One way to handle dysfunctional group members during a meeting is to seat them next to
the leader.
ANSWER: TRUE
TYPE: TF
87. A meeting should be adjourned when the group has reached an impasse.
ANSWER: TRUE
TYPE: TF
88. No one should leave a meeting without a full understanding of what was accomplished.
ANSWER: TRUE
TYPE: TF
89. Meeting minutes should be distributed within two weeks after the meeting or at least two
days before the next meeting, whichever comes first.
ANSWER: FALSE
TYPE: TF
90. It is the leader's responsibility to see that what was decided at the meeting is
accomplished.
ANSWER: TRUE
TYPE: TF
92. ____________________ intelligence is defined as "the ability to get along well with
others and to get them to cooperate with you."
ANSWER: Social
TYPE: FB
93. The ____________________ of your voice is the degree of loudness or the intensity of
sound.
ANSWER: volume
TYPE: FB
94. ____________________ criticism involves planning what you will say, focusing on
improvement, offering to help, being specific, and avoiding anger.
ANSWER: Constructive
TYPE: FB
95. ____________________ enable you to conduct business from virtually anywhere at any
time and have become an essential part of communication in today's workplace.
ANSWER: Smartphones
TYPE: FB
96. ____________________ mail links a telephone system to a computer that digitizes and
stores incoming messages.
ANSWER: Voice
TYPE: FB
97. To connect with distant team members across borders and time zones, many
organizations are creating ____________________ teams. These teams work interdependently
with a shared purpose across space, time, and organization boundaries using technology.
ANSWER: virtual
TYPE: FB
98. ____________________ consist of three or more people who gather to pool information,
solicit feedback, clarify policy, seek consensus, and solve problems.
ANSWER: Meetings
TYPE: FB
100. The ____________________ are a record of points of discussion, decisions made, and
tasks assigned at a meeting.
ANSWER: minutes
TYPE: FB
Chap 12:
1. Choose the most accurate statement about business presentations.
a. At some point nearly half of businesspeople have to inform others or sell an
idea.
c. If you are like most people, you may be apprehensive about making
informational or persuasive oral presentations.
2. Which of the following statements about business presentations and speaking skills is
most accurate?
a. Speaking skills are useful only for individuals in upper-level positions.
c. For many positions only technical skills, not communication skills, are needed.
d. Oral presentations in the workplace are necessary only when you must motivate
action.
ANSWER: B
b. everyone fears public speaking, and overcoming that fear is impossible; instead
you must learn to focus your fears.
c. presentation skills measure the success and pay of middle and upper
management but have little correlation to entry-level employment.
4. Which of the following statements about preparing for an oral presentation is not
accurate?
a. Many people feel a great deal of anxiety when getting ready for an oral
presentation.
d. For many people fear of speaking before a group is even greater than fear of
dying.
ANSWER: C
5. Anxiety about a presentation is normal. You can reduce your anxiety and set the
groundwork for a professional performance by focusing on five areas:
a. audience clothing, your clothing, seating arrangement or pattern, sight lines, and
lighting.
c. gathering research.
d. We made fiscal mistakes that we can't afford to repeat that caused the economic
downturn and created widespread business closures and the collapse of the
housing market in several major metropolitan areas.
ANSWER: A
8. After determining your purpose for the presentation, what is your next important
step?
a. Conducting research
10. Audience analysis issues you should consider when preparing your presentation
include size, age, gender, and which of the following?
a. Height and weight
11. Presentations are given to many types of audiences. According to your text, what
are the four categories of audiences?
a. Informed, uninformed, intelligent, and stupid
12. Your audience analysis reveals that audience members will be friendly and
interested in your topic. You should be
a. warm, pleasant, and open; and you should use a lot of eye contact and smiles.
b. be calm and controlled, and you should speak evenly and slowly.
c. controlled and do nothing showy; you should use confident, small gestures.
d. dynamic and entertaining; you should also use large gestures and move around.
ANSWER: A
13. If you have agreed to speak to an audience with which you are unfamiliar, you
should
a. obtain the names of several audience members, and contact them to ask
questions about their backgrounds, attitudes, and expectations.
b. imagine for yourself what an average audience in this part of the country might
be like.
c. use a search engine to collect as much information about the region and its
people as possible and then base your audience analysis on this.
d. ask the person sponsoring the event to complete your audience analysis
worksheet for you.
ANSWER: A
14. Irina will make her presentation to a large audience of members whose negative
attitudes range from displeased to outraged. What advice should Irina follow in preparing
her presentation for this audience?
a. Include plenty of personal stories, several anecdotes, and lots of jokes or humor.
b. Use facts, statistics, and expert opinions along with an energizing, upbeat
delivery style.
c. Be humorous, add colorful visuals and startling statistics, and keep the
presentation brief.
d. Present objective data and expert opinion in a calm, controlled delivery style.
ANSWER: D
15. After you determine your purpose and analyze your audience, your next step is to
b. collect information.
16. Two of the most effective techniques to improve your audience's ability to
understand and remember your speech are
a. good organization and intentional repetition.
18. You should do all of the following in the introduction of a presentation except
a. preview the main points of your presentation.
19. The best techniques to establish your credibility in a business presentation include
a. describing your knowledge, position, or experience.
20. Jessica tells her audience about her five years' experience as a social networking
professional helping over 100 local businesses learn to use social networking as an
effective marketing tool. Jessica is attempting to
a. capture her listeners' attention and get them involved.
21. Connor opened his presentation to an audience of business owners with this
statement: If you want to reduce employee benefit costs by at least 15 percent without
hurting employee morale or impacting your work environment, please stand up right now.
By asking them to stand, Connor is
a. identifying himself and establishing credibility.
d. Unprofessional attire
ANSWER: A
b. Chronological
c. Problem/solution
d. Value/size
ANSWER: C
b. eliminate one third of the body to prevent speed talking, a common hazard
among novice public speakers.
c. remove about 10 percent of your content because most speakers exceed their
time limits.
d. prepare a little more material than you think you will actually need.
ANSWER: D
26. In an effective presentation conclusion, you will strive to accomplish three goals:
a. state your recommendation, prove your persuasion, and reinforce the purpose.
b. remind the audience of your credibility, review the attention getter, and restate
the purpose.
c. summarize the main themes, give the audience a memorable take-away, and
include a statement that allows for a graceful exit.
d. promote your primary claim, advance your supporting claims, and elevate the
most viable evidence.
ANSWER: C
27. In the conclusion of your speech, you say, I recommend developing and posting
high-quality video podcasts on our Web site to recruit new employees. You are using the
conclusion to
a. introduce one additional main point of interest to the audience.
28. Your speech will be more effective if you have audience rapport. Rapport can be
defined as
a. a bond connecting the speaker with the audience.
30. Tyrone has just told his audience that engineering a hostile business takeover is
similar to conducting guerilla warfare. He is using what technique?
a. Personal anecdote
b. Metaphor
c. Personalized statistic
d. Analogy
ANSWER: D
31. To help his listeners keep track of where he is in the presentation, Dominic has just
said, Next I will discuss three plans for reducing waste. What verbal signpost is Dominic
using?
a. Summarizing
b. Previewing
c. Switching directions
d. Enumeration
ANSWER: B
32. In her presentation on improving employee morale, Jillian makes this statement: So
far, you've heard only about the problems we have with morale; let's move to some
solutions. Jillian has employed the verbal signpost called
a. summarizing.
b. previewing.
c. switching directions.
d. revealing.
ANSWER: C
33. Like it or not, speakers are judged on their appearance. Which of these is the best
advice on choosing your attire for a business presentation?
a. Dress only as well as the best-dressed person in your audience, even if that
means shorts and a t-shirt.
c. Wear formal business attire for all presentations, both internal and external.
d. Clothing makes the man but not the woman; therefore, men must wear a suit
and tie for all presentations, but experts indicate women may dress casually for
most presentations.
ANSWER: B
34. Effective speakers must be aware of their nonverbal messages. Nonverbal means
a. content delivered by visual aids.
35. All of these are good advice for nonverbal messages during a presentation except
a. avoid being planted behind the podium.
c. punctuate your words by varying your tone, volume, pitch, and pace.
d. maintain appropriate eye contact to show you are confident and prepared.
ANSWER: B
36. When selecting and preparing your visual aids, keep in mind your goals as a
speaker:
a. to make listeners understand, remember, and act on your ideas.
b. to observe your audience, adjust your delivery, and continue your presentation.
d. to plan and collect information, organize and rehearse, and deliver your
presentation.
ANSWER: A
d. do all of these.
ANSWER: D
38. Which of these tips regarding the use of handouts as a visual aid is most accurate?
a. Handouts should be discussed during the presentation, but you should delay
distribution of the handouts until your presentation is finished.
b. Savvy speakers no longer distribute handouts because audiences view the lowly
handout as outdated and environmentally unfriendly.
c. If you choose to use a handout, the most appropriate information for a handout
is the speaker's biography only.
d. Handouts should be included in the registration packet, along with name tags,
lunch tickets, and other event materials distributed prior to the presentation.
ANSWER: A
39. Because the presenter can create dynamic, colorful presentations that incorporate
Web links, music, and video, one of the most popular visual aids is
a. overhead transparencies.
b. flipcharts.
c. multimedia slides.
d. handouts.
ANSWER: C
40. Julio is designing a PowerPoint slide show that he will present in a darkened
conference room. What should Julio do?
a. Place the greatest focus on the visual component of his slides because this will
be his audience's focus.
b. Use as many special effects (animation, sound effects, and so on) as possible to
maintain his audience's interest.
41. For effective presentation slides, you should apply the 6-x-6 rule to most slides. The
6-x-6 rule means that
b. each slide has no more than six words per line and no more than six lines.
d. Make sure that every point has at least one bullet point and one visual.
ANSWER: B
43. Malinda wants to be certain that her audience remains engaged during her
PowerPoint presentation at today's business meeting. What should she do?
a. Keep a careful eye on the computer monitor or screen to make sure she doesn't
miss anything.
b. Read the bullet points word for word to make sure her audience understands the
information.
d. Make the room as dark as she can to make her slides more visible.
ANSWER: C
44. Which of the following is the best recommendation for delivering an effective oral
presentation?
a. Memorize the entire oral presentation so that you don't have to use notes.
b. Read the entire oral presentation to the audience so that nothing important will
be overlooked.
c. Use the notes method, using note cards or an outline containing key sentences
and major ideas.
d. Wing it!
ANSWER: C
45. Niccolo is nervous about his upcoming presentation. Which of these techniques will
overcome his case of nerves and allow Niccolo to deliver a good presentation?
a. Hold his breath as long as he can to clear his head.
b. Tell the audience that he's nervous to get them to empathize with him.
46. Nearly every speaker must overcome stage fright; one of the most effective
techniques to decrease stage fright is
a. wearing comfortable, relaxed clothing to enhance self-confidence.
47. Which of these is the most accurate description regarding the use of pauses and
silence in a presentation?
a. Don't pause when you first approach the audience because you will appear
unsure.
b. Fill awkward silences with short phrases such as "you know" or "basically."
48. For a smooth start to your presentation, you should prepare thoroughly, rehearse
repeatedly, dress professionally, and
a. practice stress reduction.
c. remove barriers (lecterns, podiums, tables, etc.) between you and the audience.
49. Follow all of these guidelines to deliver your presentation effectively except
a. present your first sentence from memory.
b. begin speaking immediately; that is, speak as soon as you are behind the lectern.
d. show enthusiasm.
ANSWER: B
50. If you will take questions at the end of your presentation, which of these is the best
advice?
a. Announce the question-and-answer period in the conclusion of your
presentation.
b. If you don't know the answer to a question, you should offer your best guess or
make up an answer.
d. Direct your answer just to the person who asked the question.
ANSWER: C
51. Effective speaking skills and career success go hand in hand at every stage of a
career.
ANSWER: TRUE
52. Business studies indicate that the best predictor of career success is not only
whether employees were effective at public speaking but also if they enjoyed public
speaking.
ANSWER: TRUE
53. For any presentation you can reduce your fears and lay the foundation for a
professional performance by focusing on five items: your knowledge, your
background/experience, your self-confidence, your breathing, and your inner peace or Zen.
ANSWER: FALSE
54. The most important part of preparation for an oral presentation is deciding the
purpose.
ANSWER: TRUE
55. To effectively adapt a presentation for an unfamiliar audience, you should contact
five or six audience members to interview before the presentation to determine typical
audience attributes. You should then thank these people in the opening of your
presentation.
ANSWER: TRUE
56. No matter what kind of audience you will have, you must plan your presentation to
focus it on audience benefits.
ANSWER: TRUE
57. Good organization and conscious repetition are the two most powerful keys to
audience comprehension and retention.
ANSWER: TRUE
59. Prepare extra material for your speech because most speakers go about 25 percent
under the allotted time as opposed to their practice runs at home.
ANSWER: FALSE
60. You can avoid one of the biggest problems with most oral presentations if you focus
your speech on a few key ideas.
ANSWER: TRUE
61. Natalia is presenting statistics about the diversity of college students in different
parts of the country. She will most likely organize by chronology.
ANSWER: FALSE
ANSWER: FALSE
62. A professional way to end a presentation is to warn the audience of the conclusion
and wrap up the speech with an expression like That's it.
ANSWER: FALSE
63. Reserve the use of anecdotes and quotations to grab attention in introductions in
business presentations because using these devices in the conclusion will weaken their
impact.
ANSWER: FALSE
64. One of the goals of an effective conclusion in a presentation is to allow the speaker
to leave the podium gracefully.
ANSWER: TRUE
65. Once you have announced your conclusion, you should proceed to the conclusion
immediately.
ANSWER: TRUE
66. Build the best connection with your audience members by providing them the hard,
dry facts and by avoiding personalized statistics or personal anecdotes that make you
appear amateurish and unpolished.
ANSWER: FALSE
67. To enliven your presentation and enhance comprehension, try using some
exaggeration or distortion in your imagery.
ANSWER: FALSE
68. You have just made the statement This financial bailout is a missed field goal as the
clock runs out. This is an example of a metaphor.
ANSWER: TRUE
69. Next, therefore, on the contrary, moreover, and in conclusion are examples of
transitional expressions.
ANSWER: TRUE
70. You can create a stronger organization in your presentation through the use of
verbal signposts that will help your audience recognize your previews, summaries, or
changes of direction.
ANSWER: TRUE
71. If your audience will be dressed casually, experts recommend that you dress
casually for your presentation.
ANSWER: FALSE
72. Lindsay plans to give her audience a handout with images of her PowerPoint slides.
Lindsay should distribute this handout after her presentation to maintain audience control.
ANSWER: TRUE
73. Creating speaker's notes from your PowerPoint slides is helpful because these notes
allow you to read your presentation word for word.
ANSWER: FALSE
74. Although Microsoft PowerPoint is the business standard for presenting, defending,
and selling ideas, overused and abused multimedia presentations have become a common
complaint in business.
ANSWER: TRUE
75. The most effective multimedia presentations rely heavily on text, use frequent
bullet- pointed lists, and employ few graphics or images.
ANSWER: FALSE
76. Poorly designed PowerPoint presentations are the fault of the creator and not the
software itself.
ANSWER: TRUE
77. By preparing a visually appealing multimedia presentation and ensuring that each
slide is great looking, you can compensate for thin content.
ANSWER: FALSE
79. It is acceptable for a speaker to break the 6 x 6 rule for multimedia slides when the
users will be reviewing the presentation on their own with no speaker assistance.
ANSWER: TRUE
80. Rely on the spell check feature in PowerPoint to catch all spelling and grammar
errors appearing on your slides.
ANSWER: FALSE
81. Create a slide in your multimedia presentation only if that slide will create interest,
help the audience follow your ideas, highlight points you want your audience to remember,
introduce or review key points, provide a transition from one idea to the next, or illustrate
and simplify complex ideas.
ANSWER: TRUE
82. To create a solid multimedia presentation, begin with the text, and then move on to
the graphics, animation, and other enhancements.
ANSWER: TRUE
83. A blueprint slide is a drawing or visual depiction of an oral presentation that you
reveal in the introduction.
ANSWER: FALSE
84. The simplest option for moving your multimedia presentation to the Web involves a
Web conference or broadcast.
ANSWER: FALSE
85. Your best plan to create a convincing presentation is to read your entire presentation
from a manuscript so that your audience is confident you have not omitted anything.
ANSWER: FALSE
86. It is normal to experience some degree of stage fright when speaking before a
group.
ANSWER: TRUE
87. The speakers who suffer the worst butterflies and who make the worst presentations
are those who try to memorize their speeches.
ANSWER: FALSE
88. You should present your first sentence from memory to establish rapport with the
audience through eye contact.
ANSWER: TRUE
89. If you make an error during your presentation, you will recover more rapidly and
reconnect most effectively with your audience if you immediately issue a sincere apology.
ANSWER: FALSE
90. When answering audience questions, you should debate the questioner to show that
you're right.
ANSWER: FALSE
91. ____________________ analysis issues include size, age, gender, experience, and
professional background.
ANSWER: Audience
92. You should capture listeners' attention, introduce yourself, establish your credibility,
and preview your topic in the ____________________ of your presentation.
ANSWER: introduction
95. A comparison of similar traits between dissimilar items, such as Turning the course
of this economic downturn has been like stopping an avalanche; it's possible, but very,
very difficult, is a(n) ____________________.
ANSWER: simile
96. Help your audience recognize the organization and main points in an oral message
with ____________________ signposts that keep listeners on track.
ANSWER: verbal
99. After delivering their presentations, businesspeople often post their multimedia
shows online because attendees appreciate these ____________________ handouts.
ANSWER: electronic
Chap 13:
1. Begin the job search by studying the job market and
a. identifying your interests, goals, and qualifications.
b. specifying your target job, ideal supervisor, and perfect working conditions.
d. learning about yourself, the job market, and the employment process.
ANSWER: D
3. Which of the following is an effective question you should ask to determine your best
career path?
a. Do I speak, write, or understand another language?
b. Do I want to retrain frequently, and will my employer pay for this retraining?
c. How well will I stand out from other candidates applying for jobs in this career
field, and how likely will I be to get an interview and land a job?
4. Which of the following statements about the changing nature of jobs in today's
workplace is most accurate?
a. In many companies teams complete special projects and then disband.
5. As you prepare for a successful job search, you must understand the role of the Web
in the process. Which of the following is most accurate?
a. The Web has made the process both easier and more challenging.
b. The Web has made it easy for job candidates to get noticed; standing out among
candidates is now simple.
c. The Web should be the only research tool in the job-search arsenal for savvy
hunters and recruiters.
d. The Web now provides one-stop employment services for job seekers and for
employers seeking employees.
ANSWER: A
6. Given the changing nature of the job market today, which of these is the best advice
for job seekers?
a. Seek a lifelong career with a single company.
c. Start with a career that relies on existing technology skills to remain secure over
the long haul.
d. Remember that you will still have pay raises, promotions, and, finally, a
comfortable retirement over the course of your career, despite the changing job
market.
ANSWER: B
7. The best advice for college students who need to learn about careers and establish a
professional network is to
a. enroll in classes in many programs to sample every career path.
b. Because you are likely to change jobs often, do not train now for a specific
career.
c. You make better career decisions if you match your interests to specific career
requirements.
d. The Web provides all the career data you need to gather.
ANSWER: C
9. Kendra is searching for a job and wants to use electronic sources. Which of the
following will probably be her best source of online job listings?
a. Big job boards such as Monster.com and Yahoo HotJobs
10. Experts report a new online information source for successful job seekers. What is
this recently emerged online job source?
a. Big online job boards
b. Online newspapers
12. Which of the following tips will best help you conduct a safe, effective Web job
search?
a. Respond only to "blind" job postings.
c. Post your résumé only at reputable sites that charge a fee for this service.
d. study the job market and companies in college and don't worry about their
grades because employers no longer place importance on GPAs.
ANSWER: B
14. Because job competition is stiff, you must have a customized résumé. Having a
customized résumé means that you
a. prepare a special résumé for every position you want.
b. create résumés for each of the job categories to which you plan to apply.
c. hire a professional résumé preparation company to review and refine your basic
résumé and then "dress it up."
d. include your photo, add color, or place other graphics on the résumé.
ANSWER: A
16. Because it quickly reveals a candidate's education and experience record, most
recruiters favor a(n)
a. scannable résumé.
b. functional résumé.
c. chronological résumé.
d. online résumé.
ANSWER: C
17. You are just graduating from college and have little employment experience, yet
you want to put together a persuasive résumé. What would be the best résumé style to use?
a. Chronological résumé
b. Scannable résumé
c. Functional résumé
d. Online résumé
ANSWER: C
18. Which of the following is the best advice about résumé length?
a. Because recruiters are busy, keep it to one page.
b. Because recruiters and hiring managers want to know your skills, make it as
long as needed to sell yourself.
d. Because experts are divided between one- or two-page résumé length, make
your résumé a page and a half.
ANSWER: B
19. Which of these is the best tip for arranging the parts of a persuasive résumé?
a. Always include a Career Objective to show your commitment.
d. Always begin your résumé with your name and contact information.
ANSWER: D
20. Opinions on the use of a Career Objective on the résumé are mixed. Which of the
following the best reason for candidates to add a Career Objective to their résumés?
a. An Objective shows flexibility and indicates that a candidate is adaptable and
willing to change to suit the employer's needs.
b. The primary goal of an Objective is to make the recruiter's life easier by quickly
classifying the résumé, which means the applicant is more likely to be hired.
c. An Objective can rapidly disqualify a candidate if the stated Objective does not
match a company's job description.
d. An Objective can tell the prospective employer that this candidate is sure about
what he or she wants to do.
ANSWER: D
21. Which of the following is the best Career Objective for a résumé?
a. An entry-level position in the marketing area with a possibility of promotion
22. What statement best describes the Summary of Qualifications portion of a résumé?
a. Recruiters and hiring managers dislike the Summary of Qualifications section
because it adds reading time.
c. list only colleges where you have completed a degree or certificate program.
25. Which of the following statements uses an action verb to highlight an aptitude?
a. Competent in creation of multimedia presentations
b. Omit school and community activities from your résumé because they are
unrelated to your work experience.
c. Include your personal information (height, weight, and marital status) to give a
potential employer a complete picture.
27. Which statement represents the best advice on the use of references?
a. Include a list of references directly on the résumé.
d. Be sure to add the statement References furnished upon request at the bottom of
your résumé.
ANSWER: B
28. Experts argue about the best length for a résumé, but they agree that you shouldn't
waste space on unnecessary information. Which of the following should you omit on your
résumé?
a. Awards, honors, and certificates
29. Employers today will probably ask you to submit your résumé in any of following
formats except as a
a. PDF document.
c. Word document.
d. plain-text document.
ANSWER: B
30. Employers often use scanners to sort and evaluate résumés. Which of these steps
will maximize the "hits" your résumé receives from scanners?
a. Describe your experience, education, and qualifications in general terms.
b. Spell out all abbreviations and acronyms, especially those related to your field.
d. Use accurate, specific names of schools, degrees, products, job titles, and
companies.
ANSWER: D
b. A plain-text format is widely used for posting to online job boards and for
applying by e-mail.
c. Plain-text résumés will look exactly like the original and cannot be altered
without Adobe Acrobat and other conversion software.
d. A plain-text résumé enables employers to plug your data into their formats for
rapid searching.
ANSWER: B
b. plain-text résumé.
c. employability résumé.
d. e-portfolio résumé.
ANSWER: A
33. An e-portfolio is
a. an electronic copy of your résumé recorded on a CD or flash drive.
34. Generally, job seekers offer their e-portfolios on Web sites where potential
employers can access the information round the clock, but e-portfolios are also
a. burned onto CDs and DVDs to be mailed to prospective employers.
35. Omar has asked you for a tip to improve his résumé. Which of these is your best
advice?
a. Switch your incomplete college education from a total number of credits to a
completed degree because a small inflation is normal.
b. For the employers who didn't assign actual job titles to your positions, create
more impressive job titles, for instance, replacing data entry technician with
information technology administrator.
c. Study model résumés to get ideas to improve your own; and if your skills don't
measure up, begin working now to improve them.
c. Even after you have been hired, a misrepresentation on the résumé can be cause
for firing.
d. Although they can't verify everything, most recruiters will verify your previous
employment and education before hiring.
ANSWER: B
c. Making your job duties sound more impressive and responsible than they really
were
ANSWER: D
38. Because your résumé is probably the most important document you will ever write,
you should
a. enhance your job titles to make your résumé more impressive.
39. When writing your job application letter, avoid the biggest error most applicants
make, which is
a. misspelling the receiver's name or the company's name.
40. The purposes of a cover letter include all of the following except
a. securing a job offer.
d. gaining an interview.
ANSWER: A
41. A job opening has been announced. Which of these answer choices will be the best
opening sentence in an application letter?
a. You seek a master Web engineer, and I need a job; we are perfect for each
other!
c. the applicant's education, the target position, and the desired hire date.
d. the desired position, the applicant's qualifications, and the desire for an
interview.
ANSWER: A
43. Which of the following statements is inaccurate regarding the opening in a cover
letter for an unsolicited job?
a. If you are unsure whether a position exists, use a more persuasive opening.
b. Demonstrate knowledge of the reader's business that may convince the person
to continue reading.
c. Show how your special talents will benefit the company and convince the
reader that your skill is exactly what this position demands.
d. Be vague about the type of position you're seeking so that you might be
considered for a variety of jobs.
ANSWER: D
44. Which of these statements about the body of a cover letter is most accurate?
a. Discuss the company's qualifications as your potential employer in the body.
b. Explain what courses you took in college and what duties you performed in
previous jobs to give hiring officers a complete picture of your background.
c. Stress writer benefits because hiring officers want to know what appeals to you
about this particular company.
d. Share your experiences demonstrating your initiative and ability to learn easily
because employers seek employees with these qualities.
ANSWER: D
45. Which of these is the best statement to present a job candidate's information in the
body of a cover letter?
a. I am a qualified and fully licensed pediatric nurse.
c. I hope you contact me soon to set up an interview for the systems analyst
position.
d. To add to your team an experienced systems analyst with proven analytical and
troubleshooting skills, call me at (555) 555-4321 to arrange an interview.
ANSWER: D
47. Which of the following is the best advice for a cover letter to accompany a résumé
sent by e-mail or fax?
a. Take the time to prepare a professional cover letter to accompany your résumé
sent electronically.
c. Shorten your e-mail or fax cover letter to a brief statement such as Please
consider the attached résumé for your opening.
d. Skip the cover letter; you don't need to introduce yourself because the fax or
e-mail includes your name.
ANSWER: A
48. Which of the following is the best tip for creating a successful cover letter?
a. Use different paper colors and paper types for your résumé and cover letter to
create a strong visual impact.
b. Make activities and outcomes, not yourself, the subject of sentences to reduce
overuse of "I."
c. Use a creative letter style to surprise the reader and make a big impact.
d. Keep the focus on your skills and traits through frequent use of "I" statements.
ANSWER: B
49. To ensure your cover letter will look professional and suggest high quality, you
should
a. revise it yourself and then pay a professional to read it for content and
mechanics.
d. polish the letter repeatedly because just like your résumé, your cover letter must
be perfect.
ANSWER: D
50. Choose the best sentence to present an applicant's skills in an application letter.
a. I took classes in business at the local college, and I learned the skills needed to
perform well in any business setting.
b. I really enjoy and excel at teamwork, but I work well independently too.
c. Helping customers has been a pleasure in previous jobs, and serving your
customers would be equally rewarding.
d. If I didn't know better, I would swear this job had been written precisely for me
because the description exactly matches my skills and experiences.
ANSWER: C
51. The employment process begins long before you are ready to prepare your résumé
because you must invest time and effort in self-evaluation.
ANSWER: TRUE
52. You can analyze your qualifications by asking such questions as Do I enjoy working
with people, data, or things? and Would I rather work for a large company or a small
company?
ANSWER: FALSE
53. People who learn quickly and adapt to change will always be in demand in today's
new workplace.
ANSWER: TRUE
54. Because you will probably be frequently changing jobs throughout your career, you
should not train for a specific career now.
ANSWER: FALSE
55. You can decide what qualifications you possess and how you can prove them by
asking yourself What evidence can I offer that I am a self-starter or a leader?
ANSWER: TRUE
56. Students who are serious about the job search should include an internship in their
education because polls indicate that nearly 90 percent of employers offer full-time
positions to their interns.
ANSWER: TRUE
57. Smart job hunters know they need to search only the job boards because nearly one
half of external hires come from responses to online postings.
ANSWER: FALSE
58. Many job seekers today use social networking sites like Facebook and LinkedIn to
network and to find positions.
ANSWER: TRUE
59. Landing a job today depends largely on your technical expertise and ability to
navigate the big job boards.
ANSWER: FALSE
60. To conduct a safe job search online, you should post your information privately and
limit your personal information by omitting your home address and phone number.
ANSWER: TRUE
61. The most successful job seekers launch smart, reactive campaigns.
ANSWER: FALSE
63. The résumé format most popular with recruiters and hiring managers is the
functional résumé because it focuses on the job applicant's skills and abilities related to the
position sought.
ANSWER: FALSE
64. Résumés usually fall into four categories: chronological, functional, customizable,
and popular.
ANSWER: FALSE
65. Recruiters may say they prefer one-page résumés, but many choose to interview
those with longer résumés.
ANSWER: TRUE
66. The parts of résumés should be arranged in the order expected by hiring managers,
and that places the education section before the employment history.
ANSWER: FALSE
67. To clearly label the purpose of your résumé for potential employers, always place
the word Résumé above the main heading.
ANSWER: FALSE
68. The Summary of Qualifications section will replace the Education and Experience
sections.
ANSWER: FALSE
70. Including a Career Objective on your résumé is appropriate for a specific, targeted
position, but it may limit a broader job search.
ANSWER: TRUE
71. It is unethical to present your grade point average (GPA) as a calculation based on
the grades in your major courses only.
ANSWER: FALSE
72. In the Education section of your résumé, list your degrees and your GPA (grade
point average), but do not list all the courses you have taken.
ANSWER: TRUE
73. Experts recommend not listing foreign languages skills on your résumé because
recruiters often assume your nationality or ethnicity based on your language skills.
ANSWER: FALSE
74. You can include your hobbies or interests on your résumé because these may grab
the recruiter's attention or serve as conversation starters.
ANSWER: TRUE
75. In the Work Experience section of your résumé, you should include only those jobs
that you think will help you win the targeted position.
ANSWER: TRUE
76. Your résumé should include school, community, volunteer, and professional
activities to demonstrate leadership and interpersonal skills in descriptions like Secretary
for Lions Club.
ANSWER: FALSE
77. The closing section of a résumé should include personal data (birth date, health,
height and weight, and sometimes a photograph) to help the recruiter finalize his or her
decision.
ANSWER: FALSE
79. Because résumés are increasingly becoming part of a searchable database, most job
seekers now create only one résumé format: the scannable résumé.
ANSWER: FALSE
80. You can maximize recognition of your résumé by a scanner if you use targeted
keywords and incorporate words from the advertisement or job description.
ANSWER: TRUE
81. Many applicants prepare a plain-text résumé because it can be pasted directly into
the body of an e-mail message.
ANSWER: TRUE
82. The most important reason to prepare an e-portfolio is that it shows off your talents
and qualifications more thoroughly than a print résumé.
ANSWER: TRUE
83. To fool scanning programs into ranking your résumé higher, you should insert
hidden keywords into your scannable résumé.
ANSWER: FALSE
84. Because they expect you to showcase your strengths and hide your weaknesses,
employers say it is acceptable to self-promote and distort facts on your résumé.
ANSWER: FALSE
85. A cover letter doesn't always need to accompany your résumé; for instance, if you
send your résumé by fax or e-mail, a cover letter is not necessary.
ANSWER: FALSE
86. The maximum length for a cover letter is always one page.
ANSWER: FALSE
87. The biggest mistake job seekers make when writing cover letters is making them
sound too generic.
ANSWER: TRUE
88. You can make your application letter more appealing by addressing it specifically to
the Human Resources Department or Hiring Manager.
ANSWER: FALSE
89. If an employment position has been announced and applicants are being solicited,
you can write your cover letter using a direct approach.
ANSWER: TRUE
90. Although a résumé must be perfect, a few errors or typos in a cover letter are
acceptable.
ANSWER: FALSE
92. A résumé that focuses on a candidate's skills rather than on past employment has
been prepared using the ____________________ style.
ANSWER: functional
93. A résumé that lists work history job by job, starting with the most recent position,
has been prepared using the ____________________ style.
ANSWER: chronological
98. When an employer has advertised a job opening, you will write a(n)
____________________ application letter.
ANSWER: solicited
99. In the ____________________ of your application letter, you should promote your
qualifications for the position.
ANSWER: body
Chap 14:
1. During your interview you will
a. convince the employer of your potential.
b. find out more about the job and whether it suits your career goals.
c. learn more about the company to decide whether you would fit into the
company culture.
d. do all of these.
ANSWER: D
b. A hiring manager in the department with the job opening will probably ask
more general questions than will a human resources representative.
c. Panel interviews occur when a company interviews several candidates for the
same position at the same time.
4. Panel interviews are typically conducted by people who will be your supervisors and
colleagues. An important advantage of the panel interview is
a. allowing the company to measure the candidate's leadership and communication
skills.
5. One common form of hiring interview is the sequential interview. Which of the
following statements most accurately describes a sequential interview?
a. In a sequential interview, you should outshine your competition at Sequence 1
when all candidates are screened in the group interview.
b. You can assume that later interviewers know what was said in a previous
interview because sequential interviews are designed to save time.
d. You must be totally committed to the job and the company to participate in a
sequential interview, which often takes weeks or even months to complete.
ANSWER: C
7. When interviewing for high-pressure positions, companies may use stress interview
techniques, which include being
a. greeted immediately by the interviewer.
8. Alejandro is an active job seeker now that he has submitted several job applications.
Which of the following is the best advice for Alejandro?
a. If you put your cell phone number on your application, answer the cell phone
only if your location is appropriate.
b. Tell your children or roommates that they must answer the phone promptly to
avoid missing any job calls.
c. Stop using voice mail to screen calls because employers are likely to find voice
mail unprofessional.
d. If you use voice mail, have someone with a clear, professional speaking voice
record your outgoing message.
ANSWER: A
9. Which of the following is the best advice to make a positive first impression in a
phone conversation with an employer?
a. Don't refer to your résumé or references during the first phone call because
these are appropriate only in the placement interview.
c. In the first phone call, be polite and enthusiastic; but don't be pushy by
discussing your qualifications.
d. If caught off guard by the call, ask whether you can call back in a few minutes.
ANSWER: D
b. Allow a "cooling-off period"; stop thinking about the interview for 12 hours.
11. Rebecca has an interview with a large company in a nearby city. What information
should she learn about the company before her interview?
a. The company's mission and goals
d. Rebecca should find out all this information about the prospective employer.
ANSWER: D
12. The best source of inside information about a company would probably result from
a. investigating its record at the Better Business Bureau.
c. searching Wikipedia.
14. Experts recommend you prepare success stories for your interview, but what should
you emphasize in these stories?
a. Highlight something humorous from your past to make the interviewer laugh.
b. Discuss a prior success of the company and the ways your skills will make the
company even better.
d. Identify a weakness and share how you have turned it into a strength.
ANSWER: C
15. Braden is preparing several success stories prior to his job interview for a sales
representative position. Which of the following scenarios would result in the best success
story for this position?
a. A story about a lemonade stand that Braden ran when he was a child
c. A story about volunteering for a local food bank over the holidays
d. A story about developing a new sales technique that increased his customer
sales by 30 percent over a six-month period
ANSWER: D
16. You are trying to decide what to wear to a job interview. Which of these provides
the best tip for you to follow?
a. Buy the most expensive suit you can afford to make a good impression.
b. Call the company to find out how its employees dress and dress the same to
match the look of the company culture.
d. Don't worry about what you wear; it's what you say during the interview that
counts.
ANSWER: C
17. Social networking has impacted the job hunt for more than posting and searching
jobs. Which of the following best describes another important impact of social networking
on the job hunt?
a. Cleaning up digital dirt is essential because 70 percent of recruiters report
eliminating candidates based on information found on social networking sites.
d. You can't control what others post about you online; thus employers no longer
check social networking sites.
ANSWER: A
18. Which of the following is the best advice when traveling to and arriving at your
interview?
a. Limit grooming time because the more time you have, the more nervous you
will get.
c. If you smoke on the way to the interview, brush your teeth or chew some gum
when you arrive and liberally apply perfume or cologne.
19. Which of the following statements about fear related to interviewing is most
accurate?
a. Expect to be nervous before the interview and then to feel calm once the
interview begins; that is the natural fear cycle.
b. Other than public speaking, employment interviews are the most dreaded events
in people's lives.
c. One of the best ways to overcome fear is to be surprised by the structure of the
interview; anticipation is the biggest generator of fear.
d. Most job applicants cut their fear in half simply be dressing casually;
professional dress heightens stress, and stress increases interview fears.
ANSWER: B
20. Which of the following will not help you reduce your fears during an interview?
a. Let the interviewer have complete charge of the entire interview.
c. Practice how you will answer the most frequently asked interview questions.
b. avoid small talk and obvious flattery such as "You have beautiful facilities
here."
d. immediately open your briefcase to sort through your contents to locate copies
of your résumé and references.
ANSWER: C
22. You can send positive nonverbal messages during your interview by dressing
professionally, controlling your body movements, making eye contact, and
a. arriving on time.
d. preparing thoroughly.
ANSWER: A
23. Which of the following statements about nonverbal messages during an interview is
most accurate?
a. Sit erect, leaning forward slightly to show interest and confidence.
c. Lean forward, resting your arms on the desk or table before you, to indicate
control.
24. Which of the following is the best advice when answering interview questions?
a. Focus your answers on your strengths, but reveal a weakness or two to show
your humanity and humble nature.
b. Use the interviewer's name and title each time you answer a question to show
respect.
25. To find people who will fit into their organizations, some interviewers use the
airport test, which is
a. an informal personality measure asking what it would be like to spend 12 hours
stuck in an airport with this person.
d. a test containing ten questions asked of the candidate during the interview.
ANSWER: A
26. Although you can't expect to be perfect in an employment interview, you can do
your best by
a. showing some passion by bringing up a controversial topic and taking a clear
stand.
b. speaking forcefully but using some slang such as "like" and "ya know" to sound
relaxed and friendly.
c. elaborating on your answers and criticizing the person or object causing the
problems at a previous job.
27. Employment interviews are all about questions. Which of the following statements
about interview questions is accurate?
a. Your interviewer may use questions to become acquainted with you.
b. Some interview questions are meant to showcase the business to the candidate.
28. If an interviewer says Tell me about yourself, what is the best way to respond?
a. Present your brief biography as a chronology, beginning with when and where
you were born.
d. Tell several success stories, making sure to fill at least ten minutes of interview
time.
ANSWER: B
29. If an interviewer says Why do you want to work for us?, you should
a. briefly summarize problems at your current job that require you to change
employers.
b. show what you know about the interviewer's company and how your goals
match the company and its culture.
c. explain that as a recent graduate you want to work for any company needing a
person with your skills and background.
d. tell the truth about your reasons for seeking this job; for example, you are
unemployed, you need more pay or better benefits, or you just graduated.
ANSWER: B
30. When the interviewer asks you questions about the future, you should provide
answers that
a. show ambition and interest in succeeding with this company.
c. demonstrate you have the skills required for the target position.
31. How should you respond if an interviewer asks, Why should we hire you when other
applicants have better credentials?
a. Admit that you are less qualified, but stress you can be paid less than more
experienced applicants.
b. Describe how you are correcting one of your most significant weaknesses to
display your strong work ethic and determination.
c. Confidently explain your strengths such as your openness to new ideas and
knowledge of the latest methods and equipment.
d. Since it is clear that you will not get this job offer, do not answer this question.
ANSWER: C
32. Which of these responses is the best answer to the question, Where do you see
yourself in your career five years from now?
a. I see myself in your job.
d. As a member of your team, I will have grown and learned enough to advance to
a position in management.
ANSWER: D
33. Which of these is the most effective response to the question, What do you think is
your greatest weakness?
a. Some people complain that I'm a workaholic with nearly too much passion for
this field.
b. To tell the truth, I become frustrated with lazy coworkers who don't pull their
own weight.
c. My typing speed isn't as fast as I would like, but this position doesn't require me
to use the computer.
d. I've worked hard to eliminate every weakness, and I am confident you will find
me the perfect employee for this position.
ANSWER: A
34. When an interviewer asks you a challenging question about a weakness, what is the
best way to respond?
a. To prove you have only strengths, reply that you have no weaknesses at all.
c. Mention a previous weakness and the way you have corrected it.
b. An irate customer is demanding her money back. How would you handle the
situation?
37. When the interviewer says Describe a time when you worked successfully as a
member of a team, your best response will be to
a. reply that you have been a member of so many successful teams that no
particular instance stands out.
b. say that you not only enjoy teamwork, especially problem-solving groups, but
also work well independently.
c. tell a success story about a specific group project, your contributions, and the
results.
d. list the names of all work teams on which you participated and stress that all
were successful.
ANSWER: C
38. If the interviewer begins a question with Tell me about a time when..., you should
a. recognize that this is a trick question and tactfully refuse to answer.
c. make up any answer and wish that you had been better prepared.
d. describe a situation or task, tell what action you took, and emphasize a positive
result.
ANSWER: D
39. What is the most effective way to handle an illegal or inappropriate question during
an interview?
a. If you find the question harmless and you want the job, go ahead and answer it.
c. Storm out of the room in anger; after all, you wouldn't work for a company with
such low ethics.
40. If an interviewer asks if you have any questions at the end of an interview, which of
the following is an inappropriate response?
a. May I have a tour of the facilities?
c. No, I have no questions right now; you have shared all the information I need.
b. Be confident and say, "This job sounds great! When do I start work?"
b. Wait a few days to see if you hear from the employer; if not, write a thank-you
letter.
43. After writing a follow-up letter to thank your interviewer, your next step should be
a. alerting your references that they may be contacted by the employer.
c. calling the organization's human resources department to learn more about your
competitors for the open position.
44. The purposes of sending a follow-up e-mail or letter to the employer include
jogging the memory of the hiring officer, showing your serious interest in the position, and
b. sending a personal note to the receptionist, who often helps make the final
decision.
45. Kalinda made a follow-up call to her interviewer five days after the interview.
Several weeks later, Kalinda has still not heard from the employer. What action should
Kalinda take now?
a. Assume that no decision has been made and that a call could come soon.
c. Show her frustration and determination by calling the employer at least once or
twice a day for the next two weeks.
d. Assume that she didn't get the job and continue her job search.
ANSWER: D
46. Recommended guidelines for completing application forms include which of the
following?
a. Disregard questions that do not apply to you by leaving them blank.
d. Leave any questions about salary blank since they might limit what you will be
paid.
ANSWER: B
47. When you apply for a position but are rejected, employment experts recommend
that you
a. send a rejection letter saying you believe the employer has made a hiring
decision error in not choosing you.
b. phone the employer's personnel office and have your application materials
placed in the inactive file in case the person hired "doesn't work out."
c. send a rejection e-message indicating you are disappointed but will contact the
company again in a month in case a job opens up.
b. thanking the interviewer for the interview and job offer and accepting the
position.
c. confirming your acceptance, reviewing salary and benefits, and affirming the
start date.
d. noting the job offer date, specifying the job acceptance date, and agreeing to the
job start date.
ANSWER: C
50. If you must turn down a job offer, employment experts suggest you should send the
employer a letter
a. declining the offer, providing a thorough explanation of the reasons for
declining, and expanding on your qualifications for a new position.
b. thanking the employer for the offer and briefly declining the position.
52. The most common format for hiring/placement interviews is the sequential
interview.
ANSWER: FALSE
53. If the company is conducting a panel interview, a candidate should direct an answer
only to the person who asked the question.
ANSWER: FALSE
54. In sequential interviewing follow-up interviews tend to be more relaxed than earlier
interviews.
ANSWER: FALSE
55. You will feel more comfortable and better prepared in any type of interview if you
know what to do before, during, and after the interview.
ANSWER: TRUE
56. Companies today use technologies like Skype to conduct online interviews that are
informal and allow candidates to take a less serious, more relaxed approach to the entire
interview process.
ANSWER: FALSE
57. Once you have sent out one résumé or completed one job application form, you
must consider yourself an active job seeker.
ANSWER: TRUE
59. During your job search, you should treat any call from an employer just like an
interview.
ANSWER: TRUE
60. Because employee blogs are inaccurate and biased sources of information about a
company, job seekers should ignore employee blogs.
ANSWER: FALSE
61. Don't worry about what information is available about you online because this
information is irrelevant to the job search.
ANSWER: FALSE
62. To prevent future problems with online material or digital dirt, you should use a
nickname or pseudonym when starting a new profile on a social network.
ANSWER: TRUE
63. Before your interview you should study the job opening, identify key needs, and
then develop matching success stories emphasizing your most strategic skills, areas of
knowledge, strongest personality traits, and key accomplishments.
ANSWER: TRUE
64. If something unexpected forces you to be late to your interview, call the interviewer
right away to explain what is happening.
ANSWER: TRUE
65. When greeting the interviewer, you should smile, maintain direct eye contact, and
wait for the interviewer to initiate a handshake.
ANSWER: FALSE
66. Remember that you will be judged not only by the interview but also by the
receptionist and anyone else who sees you before and after the interview.
ANSWER: TRUE
67. One of the best ways to overcome fear is to know what happens in a typical
interview.
ANSWER: TRUE
68. If uncertain what to wear for your interview, call the company and ask about the
dress code.
ANSWER: TRUE
69. When answering interview questions, interject many verbal pauses to give yourself
time to formulate appropriate answers.
ANSWER: FALSE
70. After opening introductions, recruiters generally try to start the interview with a
series of stress-inducing questions to see immediately how the job applicant will hold up
under fire.
ANSWER: FALSE
71. Even if you have less experience and fewer accomplishments than other candidates,
you may be hired if you can demonstrate the skills required.
ANSWER: TRUE
72. When explaining how you would handle a negative hypothetical situation described
in a situational question, you should respond positively even though the situation sounds
negative.
ANSWER: TRUE
74. A job applicant should never answer an illegal or inappropriate interview question.
ANSWER: FALSE
75. If you don't hear from the interviewer within five days, the best follow up is a
phone call to the interviewer to inquire about the decision and to indicate your extreme
desire for the job.
ANSWER: FALSE
76. Sending a follow-up message or thank-you note after an interview is a social nicety
that distinguishes you from other candidates, but thank-you messages carry little weight in
the hiring process.
ANSWER: FALSE
77. If you've been interviewed by more than one person, send one thank-you note to the
person who appeared to be in charge.
ANSWER: FALSE
79. When asking a previous supervisor to write a letter of recommendation, you would
be smart to provide the supervisor with a detailed description of your target job, the
recommendation deadline, and copies of your résumé and college transcript.
ANSWER: TRUE
80. After an interview you should always wait for the interviewer to contact you first.
ANSWER: FALSE
81. Fill out a job application form using a No. 2 pencil to allow easy erasure of
mistakes, clear handwriting, and dark lettering.
ANSWER: FALSE
82. If you have submitted a résumé and cover letter, you will not be required to fill out
a job application form.
ANSWER: FALSE
83. If your résumé or application generates no response within a reasonable time, you
should send a short follow-up e-mail or letter to emphasize your qualifications or to add
new information.
ANSWER: TRUE
84. When you are rejected for a job that you considered perfect, you should give up on
this company and move rapidly to identify similar positions in other organizations.
ANSWER: FALSE
85. It would be appropriate to include a sentence such as the following in your job
acceptance letter: As we agreed, my compensation package includes a salary of $44,000, a
benefits package including health and life insurance, a retirement plan, and two weeks of
vacation per year.
ANSWER: TRUE
86. Even though you will likely receive and accept your job offer via telephone, you
should send the employer a letter or e-mail to document your acceptance of the job.
ANSWER: TRUE
87. Writing a follow-up letter after being turned down for a job is unprofessional and
unnecessary.
ANSWER: FALSE
88. Although your job application form or letter and hiring materials will be placed in
your personnel file, you need not worry about the quality of a resignation letter because
these are never placed in a personnel file.
ANSWER: TRUE
89. Once you have resigned in a meeting with your supervisor, you do not need to
document your resignation in a letter or e-mail.
ANSWER: FALSE
90. A resignation letter typically includes a two-week notice. However, if your position
is higher and your responsibility is greater, you should provide your employer a longer
notice.
ANSWER: TRUE
91. Many companies now use ____________________ interviews to save time and
money by eliminating less-qualified candidates before scheduling face-to-face interviews.
ANSWER: screening
94. To feel confident and to sell your qualifications, you should prepare and practice
____________________ stories that provide specific examples of your educational and
work-related experience to showcase your qualifications and achievements.
ANSWER: success
96. To test your thought processes and ability to think logically, interviewers describe a
hypothetical scenario and ask you how you would handle it using ____________________
questions.
ANSWER: situational
97. Your interviewer says to you Describe a time when... or Tell me about a time
when... These phrases are openings for a(n) ____________________ question.
ANSWER: behavioral
98. To provide the best possible recommendation of you to a potential employer, your
____________________ need information about the company and position.
ANSWER: references
99. Some job candidates who are declining a job offer choose to write a(n)
____________________ letter to thank the employer for the job offer and to formally
refuse the position.
ANSWER: rejection
100. You should write a formal ____________________ letter to confirm the exact date
you will terminate your employment when it is a position you have held for an extended
period.
ANSWER: resignation