COMPLETION

CHAPTER 1: Communication in a Global Workplace Environment

1.____________________ is defined as "the transmission of information and meaning from one individual or
group to another."

ANS:
Communication

2.In the communication process, ____________________ means converting an idea into words or gestures that
will convey meaning.

ANS:
encoding

3. When you decide the spoken or written means by which you will send a message, you have selected the
____________________ of communication.

ANS:
channel

4. When the receiver translates the message from its symbol form into meaning, it is known as
____________________.

ANS:
decoding

5. 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.

ANS:
feedback

6. ____________________ cues include eye contact, facial expression, body movements, space, time,
territory, and appearance.

ANS:
Nonverbal

7. According to a model developed by cultural anthropologist Edward T. Hall, ____________________

refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from
low to high.

ANS:
context

8. The belief in the superiority of one's own culture is known as ____________________. This natural
attitude is found in all cultures.

ANS:
 ethnocentrism

9. An oversimplified perception of a behavior pattern or characteristic applied to entire groups is a(n)

____________________.

ANS:
stereotype

10. ____________________ 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.

ANS:
Tolerance

CHAPTER 2: Planning Business Messages

1.During the ____________________ phase of the writing process, the writer analyzes the audience and the
purpose for writing.

ANS:
prewriting

2. 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.

ANS:
writing

3.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.

ANS:
revising

4. An interesting theory called ____________________ richness describes the extent to which a channel or
medium recreates or represents all the information available in the original message.

ANS:
media

5. The channel of choice for corporate communicators today is clearly ____________________.

ANS:
e-mail

6. ____________________ is the process of creating a message that suits your audience. One important
aspect of this process is tone. Conveyed largely by the words in a message, tone affects how a receiver
feels after reading or hearing a message.
 ANS:
Adaptation

7. Conveyed largely by the words in a message, ____________________ affects how a receiver feels after
reading or hearing a message.

ANS:
tone

8. 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.

ANS:
you

PTS: 1 DIF: Moderate

OBJ: Bloom's Taxonomy: Application
TOP: Adapting to the Task and Audience

9. ____________________ describes technical or specialized terms within a field.

ANS:
Jargon

CHAPTER 3: Composing Business Messages

1.Tanya is collecting information for a business document she is writing. We call this collection process
____________________.

ANS:
research

2. Long reports and complex business problems generally require some use of ____________________
research methods.

ANS:
formal

3. Looking in the files and talking with your boss are methods of ____________________ research.

ANS:
informal

4. In the ____________________ pattern of organization, the main idea comes first, followed by details, an
explanation, or evidence.

ANS:
 direct

5. Persuasive and bad-news messages should usually use the ____________________ pattern.

ANS:
indirect

6. A(n) ____________________ sentence contains an independent clause (a complete thought) and a

dependent clause (a thought that cannot stand by itself).

ANS:
complex

7. The refund authorization was processed by our customer service representative is an example of a
sentence using the ____________________ voice.

ANS:
passive

8. A dangling ____________________ results when the word or phrase the modifier describes is missing
from its sentence.

ANS:
modifier

9. A(n) ____________________ is a group of sentences about one idea.

ANS:
paragraph

10. Before and meanwhile are examples of transitional expressions that show ____________________
association.

ANS:
time

CHAPTER 5: Electronic Messages and Digital Media

1. ____________________-____________________ messages tend to carry more weight, are more formal,

and are taken more seriously in certain situations.

ANS:
Hard-copy

2. In the ____________________ of an e-mail message, you should cover just one topic.

ANS:
body
 3. Sending unsolicited advertisements, also called ____________________, either by fax or e-mail is illegal
in the United States.

ANS:
spam

4. A(n) ____________________ is a digital audio or video file that can be downloaded to a computer or
watched on a smartphone.

ANS:
podcast

5. An e-mail message should include a descriptive ____________________ to help ensure that the message
will be read.

ANS:
subject line

6. To, From, Date, and Subject in an e-mail message or a memo are called ____________________ words.

ANS:
guide

7. Unless your company specifically allows it, never use your employer's computers for
____________________ messages or entertainment.

ANS:
personal

8. Although e-mail is still a relatively new business communication tool, a set of rules for polite online
interaction called ____________________ has emerged.

ANS:
netiquette

9. ____________________ messaging enables you to use the Internet to communicate in real time in a
private chat room with one or more individuals. It is like live e-mail or a text telephone call.

ANS:
Instant

10. Teams or departments use ____________________ to collect and disseminate information to large
audiences creating a database for knowledge management.

ANS:
wikis
 CHAPTER 9: INFORMAL REPORTS

1.Business ____________________ are systematic attempts to convey information, answer questions, and solve
problems.

ANS:
reports

2. In a report using the ____________________ organizational pattern, the problem, discussion, and
findings are presented before the conclusions and recommendations.

ANS:
indirect

3. Use ____________________ format for short (usually eight or fewer pages) informal reports addressed
outside an organization.

ANS:
letter

4. Use Empowered Team Decision-Making Without Losing Control is an example of a(n)

____________________ heading.

ANS:
talking

5. A distinct type of information report is the ____________________ report. In this type of report, business
travelers identify the event they attended or the company they visited; summarize three to five main
points objectively; and, if requested, itemize their expenses on a separate sheet.

ANS:
trip

6. The purpose of a(n)____________________ report is used to tell management whether a nonroutine

project is on schedule.

ANS:
progress

7. ____________________ or recommendation reports attempt to solve problems by evaluating options and

offering recommendations.

ANS:
Justification

8. A(n) ____________________ condenses the primary ideas, conclusions, and recommendations of a

longer report or publication.
 ANS:
summary

9. When a company must decide whether to proceed with a plan of action, it may require a(n)
____________________ report.

ANS:
feasibility

10. ____________________ are a record of the proceedings of a meeting.

ANS:
Minutes

CHAPTER 10: FORMAL REPORTS

1.The planning of every report begins with a statement of ____________________ that describes the goal,
significance, and limitations of a formal report.

ANS:
purpose

2. A(n) ____________________ is a collection of information stored electronically so that it is accessible

by computer and digitally searchable.

ANS:
database

3. A(n) ____________________ tool is a service such as Google that indexes, organizes, and often rates and
reviews Web pages.

ANS:
search

4. An online diary or journal that allows visitors to leave public comments is called a weblog or
____________________.

ANS:
blog

5. ____________________ is giving credit to your information sources.

ANS:
documentation

6. Business reports often rely on ____________________ data from firsthand experience such as surveys,
interviews, observations, and experimentations.

ANS:
 primary

7. Using the ideas of someone else without giving credit is called ____________________ and is unethical.

ANS:
plagiarism

CHAPTER 12: BUSINESS PRESENTATION

1. ____________________ analysis issues include size, age, gender, experience, and professional
background.

ANS:
Audience

2. You should capture listeners' attention, introduce yourself, establish your credibility, and preview your
topic in the ____________________ of your presentation.

ANS:
introduction

3. Develop each of your main points in the ____________________ of your presentation.

ANS:
body

4. In the ____________________ of your presentation, you should summarize your main themes and leave
the audience with something memorable.

ANS:
conclusion

5. 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)
____________________.

ANS:
simile

6. Help your audience recognize the organization and main points in an oral message with
____________________ signposts that keep listeners on track.

ANS:
verbal

7. ____________________ points in a PowerPoint presentation consist of concise and parallel key phrases.

ANS:
Bullet
 8. To ensure professional results for your multimedia presentation, choose a professionally designed
____________________ that will combine harmonious colors, borders, bullet styles, and fonts for
pleasing visual effects.

ANS:
template

9. After delivering their presentations, businesspeople often post their multimedia shows online because
attendees appreciate these ____________________ handouts.

ANS:
electronic

10. ____________________ delivery means speaking freely, generally without notes, after preparation and
rehearsing. This delivery method allows you to freely discuss the ideas you have prepared and rehearsed
several times.

ANS:
Extemporaneous

CHAPTER 13: THE JPB SEARCH, RESUME

1.____________________ accounts for most of the jobs found by candidates.

ANS:
Networking

2. A résumé that focuses on a candidate's skills rather than on past employment has been prepared using the
____________________ style.

ANS:
functional

3. A résumé that lists work history job by job, starting with the most recent position, has been prepared
using the ____________________ style.

ANS:
chronological

4. Seeking a position in criminalistics in a professional crime laboratory where my skills in operating lab
and field equipment, knowledge of the procedures to protect evidence, and six years' experience analyzing
physical evidence will help the organization prevent crime and convict criminals is an example of a career
____________________.

ANS:
objective

5. A(n) ____________________ of qualifications, which presents three to eight bulleted statements

identifying your most impressive accomplishments to prove you are the ideal candidate for the position,
appears near the top of your résumé.
 ANS:
summary

6. A(n) ____________________ résumé should be sent to companies that use automated applicant-tracking
software to screen incoming résumés.

ANS:
scannable

7. An e-____________________ offers links to examples of a job candidate's performance, talents, and

accomplishments in digitized form.

ANS:
portfolio

8. When an employer has advertised a job opening, you will write a(n) ____________________ application
letter.

ANS:
solicited

9. In the ____________________ of your application letter, you should promote your qualifications for the
position.

ANS:
body

10. Motivate action by requesting an interview in the ____________________ of your application letter.

ANS:
closing

CHAPTER 14: INTERVIEWING

1.Many companies now use ____________________ interviews to save time and money by eliminating less-
qualified candidates before scheduling face-to-face interviews.

ANS:
screening

2. A(n) ____________________ interview is meant to test a candidate's reactions during nerve-racking

situations.

ANS:
stress

3. ____________________ interviews are typically conducted by a group of people who will be your
supervisors and colleagues. Usually seated around a table, interviewers may take turns asking questions.
 ANS:
Panel

4. 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.

ANS:
success

5. Examples of positive ____________________ messages for the interview process include arriving on
time, dressing professionally, controlling your body movements, exhibiting good posture, using
appropriate eye contact, smiling appropriately, and listening attentively.

ANS:
nonverbal

6. 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.

ANS:
situational

7. Your interviewer says to you Describe a time when... or Tell me about a time when... These phrases are
openings for a(n) ____________________ question.

ANS:
behavioral

8. To provide the best possible recommendation of you to a potential employer, your

____________________ need information about the company and position.

ANS:
references

9. 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.

ANS:
rejection

10. 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.

ANS:
resignation