Chapter 1
Which of the following is NOT an example of professionalism?
a.) Attentive body language during a meeting
b.) A polite tone of voice on the telephone
c.) Attention to correct grammar and proofreading
d.) Use of smiley faces and exclamation points in emails
e.) Appropriate attire in business situations
During which step of the early "transmission model" of communication do you select a medium?
a.)
b.)
c.)
d.)
e.)
Fourth
Third
Fifth
Second
First
Which of the following is NOT a typical communication barrier category?
a.) Linguistic
b.) Psychological
c.) Semantic
d.) Strategic
e.) Physiological
What do effective communicators mean by the term "outcome"?
a.)
b.)
c.)
d.)
e.)
The main idea of your communication
The goal of your communication
The purpose of your communication
The result of your communication
The bad news of your communication
Which situation is an example of "relational context" in the transactional model of communication?
a.) Your boss did not give you the assignment you requested but you must work with her on the new
project
b.) It is acceptable to interrupt during a sales brainstorming session
c.) You must wait to be acknowledged before speaking in a boardroom
d.) A colleague "stole" your client and you have to work with her on a team
e.) You prefer being direct and are giving a presentation for your branch in Japan
Which of the following is the best example of a concise
sentence?
a.)
b.)
c.)
d.)
The Goleta Web technician was visiting the Los Angeles branch.
I will now make a few observations concerning the matter of contingency funds.
The voice that scares me most is my boss angry.
In the event we do not procure the contract, there is a chance that our department might possibly
be the target of downsizing.
e.) The progress report is due tomorrow.
Which of the following is NOT a skill required for effective workplace collaboration?
a.)
b.)
c.)
d.)
e.)
Negotiating
Compromising
Managing conflict
Coercing
Coordinating
Which three elements are quoted in this chapter as forming the core of professional presence?
a.)
b.)
c.)
d.)
e.)
Candor, context, and compatibility
Capability, candor, and credo
Composure, compatibility, and charisma
Consistency, craftiness, and competence
Competence, credibility, and confidence
When analyzing a topic from a persuasive point of view, which question would NOT be helpful to ask?
a.)
b.)
c.)
d.)
e.)
What existing audience objections do you need to address?
What medium do you need to use?
What benefits do you offer?
What evidence supports your claim?
What potential audience objections do you need to address?
In which step of the early "transmission model" of communication does decoding take place?
a.)
b.)
c.)
d.)
e.)
Fifth
Fourth
Second
First
Third
During which step of the early "transmission model" of communication does encoding take place?
a.)
b.)
c.)
d.)
e.)
First
Third
Fourth
Fifth
Second
Which grouping of characteristics is quoted in this chapter as defining the "strategic" aspect of being an
effective communicator?
a.)
b.)
c.)
d.)
e.)
Collaborative, multicultural, ethical
Purposeful, audience-oriented, persuasive
Aggressive, speaker-oriented, argumentative
Ethical, concise, clear
Persistent, speaker-oriented, active
Active listeners do all of the following things EXCEPT ________.
a.)
b.)
c.)
d.)
e.)
make sense of the information that is presented
interpret body language
filter out emotional cues
focus on the speaker
provide feedback to ensure understanding
Which is the best example of a clearly written sentence?
a.)
b.)
c.)
d.)
e.)
The cowboy wearing a leather vest yesterday was thrown by the bull.
On the second shelf, the new book was read by every student.
We bought a picnic table from a clerk with collapsible legs.
The Animal Control Officer successfully caged the skunk.
After roasting for five hours at 325 degrees, we ate the delicious turkey.
What are three techniques effective business communicators use to persuade an audience?
a.)
b.)
c.)
d.)
e.)
Collaborating, arguing, resolving
Being strategic, being professional, and being adaptable
Identifying benefits, anticipating objections, and supporting the claim
Creating objections, identifying options, vaguely stating a claim
Avoiding idioms, adding jargon, and removing cliches
Which of the following is an idiom?
a.)
b.)
c.)
d.)
e.)
Win-win scenario
Cool
Raining cats and dogs
Next generation
My bad
Which of the following questions will NOT help you develop a solid communication strategy?
a.)
b.)
c.)
d.)
e.)
What content will I need?
Who is my audience?
What do I want to accomplish with this communication?
What medium will work best?
What is my goal?
Which situation is an example of "cultural context" in the transactional model of communication?
a.)
b.)
c.)
d.)
It is acceptable to interrupt during a sales brainstorming session
You prefer being direct and are giving a presentation for your branch in Japan
You must wait to be acknowledged before speaking in the boardroom
Your boss did not give you the assignment you requested but you must work with her on the new
project
e.) A colleague "stole" your client and you have to work with her on a team
Which is NOT a technique used to create an audience-oriented business recommendation memo?
a.)
b.)
c.)
d.)
e.)
Create bullets lists for reasons and next steps
Develop content that provides information the audience needs
Draft headings that outline the organization
Create a general and vague subject line
Begin with the recommendation so it is easy to find
The chapter quotes which grouping of characteristics to define an ethical person?
a.)
b.)
c.)
d.)
e.)
Gullible, blamable, sympathetic
Dishonest, negligent, discourteous
Truthful, responsible, considerate
Selfish, undependable, insensitive
Untruthful, irresponsible, inconsiderate
Which is NOT an example of feedback in the communication process?
a.)
b.)
c.)
d.)
e.)
Circling grammatical mistakes on a colleague's sales report
Suggesting content revisions on a team member's progress memo
Sighing when asked whether the presentation achieved its purpose
Asking your supervisor for clarification on a company policy
Furrowing your brows when asked your opinion
Which of the following is NOT a characteristic that describes the "adaptable" component of being an
effective communicator?
a.)
b.)
c.)
d.)
e.)
Up-to-date with technology
Collaborative
Current with social media
Persuasive
Able to work with many cultures
Which valuable work-place communication skill are you demonstrating when you link your company's
blog, Twitter and Facebook sites together?
a.)
b.)
c.)
d.)
e.)
Developing a communication strategy
Listening effectively
Speaking well
Implementing social media
Clear, effective writing
In a recent National Association of Colleges and Employers survey, employers rated four communicationrelated skills as more important than technical knowledge. Which of the following is NOT one of them?
a.)
b.)
c.)
d.)
e.)
Ability to code the corporate website
Ability to obtain and process information
Ability to work in a team structure
Ability to verbally communicate with people outside the organization
Ability to verbally communicate with people inside the organization
Which of the choices below is a disadvantage of using Google Drive in the workplace?
a.)
b.)
c.)
d.)
e.)
Documents are not delivered to members' mailboxes
Multiple users are able to contribute and update material within a shared space
Members are allowed to track the history of changes
All documents are stored in a central location
Members with the password have full access
Chapter 2
People from which country focus mostly on the eyes when reading facial gestures?
a.)
b.)
c.)
d.)
e.)
Mexico
Africa
Korea
Germany
United States
Which is NOT an example of synchronous communication?
a.)
b.)
c.)
d.)
e.)
Interviews
Telephone conversations
Meetings
Face-to-face conversations
Email
Which of the following lists the steps to ensure active listening in the correct order?
a.) Respond to acknowledge understanding, work to interpret/evaluate the content, and then focus
on what a speaker says
b.) Focus on what a speaker says, respond to acknowledge understanding, and then actively work to
interpret/evaluate the content
c.) Focus on what a speaker says, work to interpret/evaluate the content, and then respond to
acknowledge understanding
d.) Respond to acknowledge understanding, focus on what a speaker says, and then work to
interpret/evaluate the content
e.) Work to interpret/evaluate the content, focus on what a speaker says, and then respond to
acknowledge understanding
Which is NOT a form of nonverbal communication that can help you better understand the nuances of a
message and its emotional content?
a.)
b.)
c.)
d.)
e.)
Articulation
Facial expressions
Posture
Emphasis
Gestures
Which is NOT something that could block your fair evaluation of a speaker?
a.)
b.)
c.)
d.)
e.)
Prejudging an idea
Interrupting the speaker
Separating emotions from logic
Prejudging a speaker
Jumping to conclusions
Which sentence is NOT an example of a hedge, hesitation, or tag question commonly identified as a
gender-specific type of communication?
a.)
b.)
c.)
d.)
e.)
We should add more graphics to the report.
Well, uh, we could add more personnel to the team.
I'm not sure if this is a good idea, but we could recalculate the sales figures.
We can hire a web designer for the site, right?
This might not totally work, but we could move the meeting date.
In terms of listening skills, what does "comprehension" mean?
a.)
b.)
c.)
d.)
e.)
How well you analyze audience intention
How well you analyze the meaning of what you read
How well you analyze the meaning of what you hear
How well you understand what you hear
How well you analyze the meaning of what you see
Which is a barrier to the correct interpretation of what you hear?
a.)
b.)
c.)
d.)
e.)
Dissimilar vocabulary
Poor explanation
Jargon usage
Different frame of reference
Differing accent
When you are engaged in conversation, you can improve comprehension and understanding by asking
questions and by _____.
a.)
b.)
c.)
d.)
e.)
repeating what was said verbatim
paraphrasing
hedging your reply
using jargon
replying with a tag question
Which of the following is NOT one of six general speaking strategies designed to help you converse
effectively?
a.)
b.)
c.)
d.)
e.)
Use clear, concrete, unambiguous language
Support your message with good nonverbal communication
Monopolize the conversation
Focus on your audience
Frame negative comments positively
Several causes of team conflict are discussed in this chapter. Lacking an understanding of members'
approaches is an example of which type of conflict?
a.)
b.)
c.)
d.)
e.)
Differences of opinion
Ego issues
Relational issues
Competing goals
Faulty assumptions
Which of the following is an example of an affective conflict within a team?
a.)
b.)
c.)
d.)
e.)
Two members thought they were both assigned to the same task
A member wrote the team progress memo incorrectly
One member does not understand the sales calculations
One team member holds a grudge against another who got a raise
All team members always agree on everything
Which of the following answers is an example of cognitive conflict within a team?
a.)
b.)
c.)
d.)
e.)
One team member does not understand another's reasoning
One team member feels ignored by another
One member embarrassed another in front of their boss
One member holds a grudge against another for getting a raise
All members always agree on everything
What is the term for an oversimplified image or generalization of a group?
a.)
b.)
c.)
d.)
e.)
Individualism
Ethnocentrism
Collectivism
Monochronic
Stereotype
Which of the following characteristics would be valued by a collectivist culture?
a.)
b.)
c.)
d.)
e.)
Independence
Loyalty
Assertiveness
Selfishness
Individuality
Which country is known to have a monochronic
culture?
a.)
b.)
c.)
d.)
e.)
Mexico
Argentina
Norway
Italy
Saudi Arabia
Cultural understanding will help you avoid displaying ______.
a.)
b.)
c.)
d.)
e.)
Polychronism
Collectivism
Monochronism
Ethnocentrism
Individualism
Which pairing of countries is considered to have typically low-context cultures?
a.)
b.)
c.)
d.)
e.)
Germany and France
Morocco and Egypt
Finland and Russia
United States and Canada
China and Japan
Which one of the characteristics listed below would be most valued by an individualistic culture?
a.)
b.)
c.)
d.)
e.)
Independence
Harmony
Obedience
Loyalty
Obligation
Which of the following is a characteristic typically associated with an employee from a culture that is high
on the uncertainty avoidance scale?
a.)
b.)
c.)
d.)
e.)
Values entrepreneurial behavior
Likes clear guidelines that lead to a predictable result
Prefers learning by doing
Is open to new people and new ideas
Allows risk-taking
Which is an example of a polychronic culture?
a.)
b.)
c.)
d.)
e.)
Denmark
Great Britain
Israel
Chile
Germany
Which characteristic of culture defines how the culture perceives inequality and authority?
a.)
b.)
c.)
d.)
e.)
Polychronic
Ethnocentrism
Power distance
High context
Low context
What is "groupthink" in the context of team decision making?
a.)
b.)
c.)
d.)
e.)
When everyone follows along with the strongest member's suggestion
When teammates create sub-groups and argue their positions
When all group members brainstorm together
When everyone in the group reaches the same decision simultaneously
When a team makes fact-based judgments supported by evidence
Which of the following is NOT a guideline to follow when planning an effective meeting?
a.)
b.)
c.)
d.)
e.)
Plan for meeting follow-up
Assign someone to serve as the meeting's note taker
Create an agenda
Assign someone to serve as the meeting's timekeeper
Distribute the agenda at the meeting
Which is NOT one of the four stages of team formation?
a.)
b.)
c.)
d.)
e.)
Norming
Performing
Storming
Teaming
Forming
Chapter 3
Which of the following is a cliché?
a.)
b.)
c.)
d.)
e.)
My bad
Win-win situation
Cool
Learning curve
On a roll
To achieve clarity in writing, use ______.
a.)
b.)
c.)
d.)
e.)
big words
passive voice
slang
natural-sounding language
abstract terms
Which three factors should you consider when deciding when and where to compose?
a.)
b.)
c.)
d.)
e.)
Interruptions, tone, time management
Purpose, location, time management
Outcome, medium, environment
Tone, purpose, outcome
Time management, environment, interruptions
What does the acronym "ACE" stand for?
a.)
b.)
c.)
d.)
e.)
Analyzing, Composing, Estimating
Analyzing, Composing, Evaluating
Adapting, Combining, Estimating
Analyzing, Combining, Evaluating
Associating, Composing, Evaluating
Which of the following is an example of an outcome statement?
a.)
b.)
c.)
d.)
e.)
My supervisor will let me submit the project next Friday so I can finish it during the week
Persuade my supervisor to approve a summer-hours work schedule
Ask my supervisor for an extension on a project deadline
Inform the public of a new product release
Inform my client that I cannot take on a new project right now
Which is an example of a task you would perform when analyzing content in the ACE process?
a.)
b.)
c.)
d.)
e.)
Search for typographical errors in the document
Research competing products on the Internet
Determine how many people need to receive your message
Investigate how much information your audience knows
Explore which type of outline format to use
Why should you avoid editing yourself during the drafting stage of the ACE process?
a.)
b.)
c.)
d.)
e.)
Because switching between drafting and revising is inefficient
Because you will have plenty of time to do it in the editing stage
Because your first draft will not be your final product
Because you conduct your editing in the analysis stage
Because it is too early in the process to help you correct any errors during the drafting stage
What are the four elements explored in the analysis stage of the ACE process?
a.)
b.)
c.)
d.)
e.)
Audience, mechanics, content, purpose
Organization, tone, content, medium
Purpose, voice, medium, mechanics
Purpose, audience, content, and medium
Organization, purpose, voice, audience
After you decide the best time and location to write, what are the next steps in the composing stage of the
ACE process?
a.)
b.)
c.)
d.)
e.)
Organize, draft, design
Design, draft, edit
Draft, proofread, design
Organize, draft, proofread
Proofread, design, compose
Which is NOT a category of common writing errors addressed in the revising stage of the ACE process?
a.)
b.)
c.)
d.)
e.)
Content
Outlining
Typographical
Usage
Format
Which of the sentences uses positive wording?
a.)
b.)
c.)
d.)
e.)
If you do not sign the form before 5 p.m., we will not be able to fund your expense request.
We cannot finalize the contract until you compute the data.
The board has not yet voted on the year-end bonuses.
We will not be able to approve a new budget until the report is complete.
The committee will decide the new vacation policy today.
Which of the following is NOT a question you should ask when analyzing your audience?
a.)
b.)
c.)
d.)
e.)
What do I want my audience to know?
When does the audience need the information?
How will the audience react to this information?
How will my audience benefit from my proposal?
What objections might my audience have?
Should cultural differences be considered as part of the ACE process?
a.)
b.)
c.)
d.)
e.)
Yes, while analyzing your audience
Yes, while revising for mechanical errors
No, because this type of analysis isn't important
No, this type of analysis doesn't fit into the ACE process
Yes, while analyzing the medium
What does "tone" refer to when used in the evaluating stage of the ACE process?
a.)
b.)
c.)
d.)
e.)
The outline of the document
The color of printing ink that you use
The voice of the document
The length of your sentences
How you express yourself
Which is NOT something you would ask when assessing your document for proper content?
a.)
b.)
c.)
d.)
e.)
Are your purpose and your main point clear?
Is the document written from the audience's perspective?
Does the document contain any typographical errors?
Have you provided all the information you need to support your purpose?
Is any information missing?
Which medium would you use if you had to send a travel expense report to your supervisor with original,
hard-copy receipts attached?
a.)
b.)
c.)
d.)
e.)
Skype call
Memo
Text message
Email
Website
Why is it a good idea to ask for feedback from colleagues about your document?
a.)
b.)
c.)
d.)
e.)
To show everyone how well you write
You get it anyway, whether you ask for it or not
It shows you whether you have communicated effectively
To prepare you for future rejection
To test the writing skills of your colleagues
Which sentence uses concrete language?
a.)
b.)
c.)
d.)
e.)
Please include shipping on the invoice.
Would it be alright for me to leave early next week?
Fill out the paperwork soon.
Thank you for letting me have extra time on an important report.
Please leave the Cleveland travel report on my desk no later than 5:00 p.m.
Which of the following is NOT something you would examine during the evaluation stage of the ACE
process?
a.) Content
b.) Organization
c.) Style
d.) Correctness
e.) Clarity
Which of the following techniques is NOT designed to remove writer's block?
a.)
b.)
c.)
d.)
e.)
Write the easiest parts first
Think aloud
Take a break
Put strict time limits on your drafting stage
Write down anything that comes to mind
What should you do if your research uncovers information that contradicts your point of view?
a.)
b.)
c.)
d.)
Ignore the information and move on with the rest of the document
Mention the information very briefly but do not cite or otherwise validate it
Fully disclose it and admit it that undermines your position completely
Report the information, cite the source, and then argue against it or provide a solution to the
problem the source raises
e.) Dismiss it as inconsequential or irrelevant
Which sentence is the most concise, having eliminated wordy phrases and obvious fillers?
a.) This letter is in reference to our rejection of your prior application.
b.) Enclosed, as per your request, please find the report on third quarter profits.
c.) There are, as disclosed in the report, multiple and numerous problems inherent in the thirty-page
business proposal.
d.) Please do not hesitate to contact the undersigned at any time with further questions or comments
pertaining to this communication.
e.) We approve your request to leave early tomorrow.
Which of the following is NOT a design principle that consistently applies to all medium options?
a.)
b.)
c.)
d.)
e.)
Avoid bulleted or numbered lists
Begin each paragraph with a strong topic sentence
Break messages into short paragraphs
Start with an easily-identifiable introduction
Signal shifts in content by using headings or transitional terms
Which of the following is NOT a benefit gained by outlining your content before composing?
a.)
b.)
c.)
d.)
e.)
Correcting logic flow issues
Identifying missing information
Addressing whether the organization is audience-friendly
Noting unnecessary content
Determining the accuracy of your graphics
Which sentence is written using passive voice?
a.)
b.)
c.)
d.)
e.)
The employees completed the project early.
My supervisor granted me an extension.
The CEO announced the opening of the new office building.
I sold 1,000 product units this month.
The report was finished late.
Chapter 4
Which of the following sentences is an example of using the "you" perspective incorrectly?
a.) When you send me your sales figures, I can complete the spreadsheet and you can start on the
report.
b.) If you choose the new health plan, you will save $200 a month.
c.) By volunteering your time with our charity, you'll not only be helping the division meet community
service goals but you'll also be helping local kids in need.
d.) You will need to make the required changes to your memo by 5:00 p.m.
e.) Your scheduling flexibility has allowed us to grant your vacation request.
Which message below would require a detailed explanation for audience comprehension?
a.) Response to a refund request
b.) Request for a merchandise exchange
c.) Request for an invoice copy
d.) Request for software installation instructions
e.) Request for a part number
Which sentence is an example of highlighting external audience benefits with the "you" perspective?
a.) If you exceed your sales quota this month, you could be the top-grossing employee of the year.
b.) If your proposal wins the contract, you will earn a $5,000 bonus.
c.) When you volunteer your time, you'll not only be helping the company meet community service
goals but you'll also be helping local, at-risk youth.
d.) When you send me your sales figures, you may begin the expense report.
e.) If you choose the new health plan, you will save $200 a month.
Where is the main idea placed in an indirect request message?
a.)
b.)
c.)
d.)
e.)
Immediately after your contact information
After thanking the reader for his/her time
In the first sentence
After the details explaining the request
As the salutation
Which of the following is NOT a typical format used to communicate an "FYI" message?
a.)
b.)
c.)
d.)
e.)
Facebook
Face-to-face chat
Memo
Text
Email
Which elements belong in a routine request's conclusion?
a.)
b.)
c.)
d.)
e.)
The main idea and an expression of gratitude
A buffer and your credentials
A call for action and an example of your expertise
An expression of gratitude and a call for action
An expression of gratitude and reasons backing up the request
Which of the following is NOT a typical format used to communicate a sympathy message?
a.)
b.)
c.)
d.)
e.)
Memo
Preprinted card
Email
Face-to-face chat
Handwritten note
Which technology below does NOT help you simplify the task of scheduling a meeting with many
participants?
a.)
b.)
c.)
d.)
Doodle
SelectTheDate.com
Microsoft Outlook's calendar
Email
e.) Fasterplan
Which sentence is an example of highlighting internal audience benefits?
a.) When you turn your request in, the department manager can file the requisition order.
b.) When you contribute to the fundraiser, you'll be helping the company's charity underwrite K-12
arts programs.
c.) If your proposal wins the contract, you will earn a 10% commission.
d.) If your sales numbers increase, our division will get a year-end bonus.
e.) Your successful convention presentation will reflect positively on the company.
Which is NOT an example of a routine communication?
a.)
b.)
c.)
d.)
e.)
Response to a customer inquiry
Memo persuading the adoption of a new policy
Brief instructions on filling out a travel report
Request for a part number
Confirmation of a committee meeting's time and place
Which sentence correctly adopts the "you" perspective?
a.)
b.)
c.)
d.)
e.)
Your parts will arrive on time, as you requested.
I am happy to announce that I was able to grant your vacation request.
Your report was well done and reflects my good decision to hire you.
I am grateful that you completed your work on time and within budget.
Your memo was received on time but I had to edit it extensively.
In which situation would you use a routine announcement?
a.)
b.)
c.)
d.)
e.)
To transmit corporate income tax data
To disclose travel expenses from a recent business trip
To discuss potential risks in a new contract
To notify the public about a holiday sale
To inform an employee about a raise
Texting is an ideal medium for _____.
a.)
b.)
c.)
d.)
e.)
short messages that require a complex reply
mid-length messages that require a complex reply
special requests of any length that require secrecy
long messages that require a brief reply
short, routine messages that require brief answers
Where would you place the main idea in a routine message using the direct format?
a.)
b.)
c.)
d.)
e.)
As the opening sentence
After the supporting reasons
After you say "thank-you"
Before the buffer
Before your contact information
What is the purpose of a confirmation message?
a.)
b.)
c.)
d.)
e.)
To pass along information you think someone may appreciate knowing
To express compassion and understanding when someone experiences a loss
To acknowledge that you have received information
To express appreciation when someone has done something for you
To recognize someone's achievements or important events
In which situation is the use of a blind carbon copy unethical?
a.) Blind carbon copying reminders to fifteen employees who have not turned in their quarterly
reports
b.) Blind carbon copying your supervisor on your software problem report to tech support, per her
request
c.) Blind carbon copying all 30 managers of the North American division about an upcoming
conference
d.) Blind carbon copying a colleague on your sales negotiation emails to a vendor she will also deal
with later
e.) Blind carbon copying 100 employees about a volunteer opportunity through the company
foundation
What are the components of the three-part formula designed to create goodwill when a customer
complains?
a.)
b.)
c.)
d.)
e.)
Understanding, apology, solution
Sympathy, apology, avoidance
Anger, disbelief, accusation
Antagonism, rejection, distancing
Antipathy, denial, alternatives
Which technique below does NOT help create audience-friendly instructions?
a.)
b.)
c.)
d.)
e.)
Divide instructions into numbered or bulleted lists
Begin with an overview
Use parallel phrasing
Begin each step with an action verb
Position the explanation before the action
Which country's culture dictates a formal, detailed, relationship-oriented thank you note?
a.)
b.)
c.)
d.)
e.)
United States
Argentina
South Africa
Korea
Sweden
Which of the following is NOT an event that you would write a congratulatory message about?
a.) Your colleague's child graduating from college
b.) Your finding a website a colleague has been searching for
c.) Your colleague getting promoted
d.) Your supervisor having a baby
e.) Your customer winning an industry award
What is the purpose of sending your condolences?
a.)
b.)
c.)
d.)
e.)
To pass along information you think someone may appreciate knowing
To acknowledge that you have received information or understood a message correctly
To express appreciation when someone has done something for you
To recognize someone's achievements or important events
To express compassion and understanding when someone experiences a loss
Which message below is NOT typically found in the "goodwill" category?
a.)
b.)
c.)
d.)
e.)
Bad-news message
Sympathy message
Thank-you message
Congratulatory message
For-your-information message
Which is NOT a benefit of sending a "For-your-information" message?
a.)
b.)
c.)
d.)
e.)
Getting personal satisfaction from writing the message
Starting a dialogue that could lead to possible business benefits
Producing appreciation from a colleague who has experienced a loss
Solidifying relationships
Keeping channels of communication open
Which kind of message expresses appreciation when someone has done something nice for you?
a.)
b.)
c.)
d.)
e.)
Thank-you message
Sympathy message
Congratulatory message
For-your-information message
Bad-news message
Why has the production of paper documents by business increased yearly, despite the fact that we have
moved to "paperless" offices?
a.)
b.)
c.)
d.)
e.)
Email messages have replaced letters and memos
Documents are typically transmitted electronically rather than on paper
People often print from the Web so they do not have to search for the page again
It is costly to print and copy documents
People prefer not to read on paper because it is uncomfortable and less effective