Sample Chapter

Essentials of Business Communication 8Th Canadian Edition By  Mary Ellen Guffey – Test Bank
Sample  Questions



Indicate whether the statement is true or false.


1. When speaking with someone whose first language is not English, it is a good idea to speak more loudly than usual to help him or her understand.

a. True
b. False


2. Becoming familiar with and using modern office and collaboration technologies can help employees be more successful in today’s workplace.

a. True
b. False


3. If Françoise believes that all Americans are impatient and rude, she is guilty of stereotyping.

a. True
b. False


4. One effect of modern communication technologies, such as instant messaging, is that communication is often synchronous and is more often interrupted.

a. True
b. False


5. Computer-based communications systems such as wikis that allow users to collaborate on Web-based documents and Web sites are useful resources, but users should also be aware of some hazards they may present.

a. True
b. False


6. Information that we access in a library is always more credible than information that we find using online sources.

a. True
b. False


7. Customers often prefer companies that practise diversity.

a. True
b. False


8. Researchers say that most of us listen at 75 percent efficiency.

a. True
b. False


9. You will not be able to control some of the many factors that determine your success in the workplace. One factor that you can control, however, is how well you communicate.

a. True
b. False


10. In order to be successful in the “knowledge economy” of tomorrow, Canadian businesses will need to rely more on the ability of their employees to communicate effectively with people beyond their regional, national, and possibly homogeneous working groups.

a. True
b. False


11. Since communication skills are inherited, there is no point in trying to develop and improve these skills.

a. True
b. False


12. Many companies have customized templates that employees can use as a basis for new documents, presentations, or Web pages.

a. True
b. False


13. Normally, younger employees who are very computer literate and “tech savvy” have also developed better writing and speaking skills than older colleagues and employers.

a. True
b. False


14. People who develop the habit of faking attention to a listener often find it hard to concentrate even when they want to pay attention.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina’s position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.


15. Amina needed to let some of her colleagues know that the company’s holiday social was being rescheduled from 6:00 pm to 7:30 pm. She decided to personally call each colleague individually to deliver the information. On the day of the holiday social, some of her colleagues arrived at 6:00 instead of 7:30. Where in the communication process did Amina make a mistake?

a. She improperly encoded the message.
b. She chose the incorrect channel to deliver the message, making it difficult to remember.
c. The receivers were unable to decode the message because it was too complex.
d. She did not allow for feedback from the receivers.


16. Laura Ambrose has received several complaints from her employees about how the office’s meetings are currently organized. Instead of getting upset, she has decided to use this as an opportunity to improve office meeting structure and is glad that her employees feel comfortable enough to voice their opinions. Which of the recommendations given in the text for becoming an active listener is she practising?

a. Establish a receptive mindset.
b. Listen for main points.
c. Listen between the lines.
d. Be patient.


17. Amina feels that she has become a much better communicator in the six months since she was hired. Which statement seems to apply best to Amina’s situation?

a. Most experienced businesspeople are better communicators than most students.
b. In business, verbal communication isn’t as important as nonverbal communication.
c. With learning and practice, students and business professionals can improve communication skills.
d. People are born with the ability to acquire language and to listen, which means that communication skills are innate and hereditary.


18. Based on the information in the text, what has Amina likely learned about her communication skills in the past six months?

a. Texting and instant messaging are not used at all in the workplace.
b. The Human Resources Manager, who is 56 years old, is just as proficient as Amina is with these new technology-based communication channels.
c. Nobody that Amina communicates with pays much attention to conventional spelling, grammar, or punctuation.
d. She needs to develop appropriate communication skills for a wider range of purposes, audiences, and situations.


19. Amina plans to meet with seven other human resources specialists in seven different cities in four provinces. The company has decided to eliminate the cost of travel that a face-to-face meeting would incur. The group wants to meet in real time and they want to see and hear each other. What channel or technology might they use?

a. blog
b. videoconference
c. intranet
d. voice recognition software


20. Amina has sent a message to an applicant for a marketing position with Global Success asking for clarification of some information contained in the applicant’s résumé. She needs his reply before she decides whether to forward his application and résumé to the selection committee. At what point can Amina assume that communication has been successful?

a. when the applicant receives the message
b. when she is confident that the applicant understands her meaning
c. when the applicant reads the message
d. when she receives a reply from the applicant


21. Amina thinks about a message that she has to send to a co-worker, and then begins to write the first draft of the message. According to the model in the text, what stage of the communication process is Amina in at this point?

a. encoding stage
b. feedback stage
c. decoding stage
d. channel selecting stage


22. Amina attends a presentation by members of Global Success’s information technology department. Before she takes a seat, Amina turns off her cell phone. She then selects a seat at the front of the room near the speakers. What technique has Amina used to enhance her listening?

a. keeping an open mind
b. capitalizing on lag time
c. controlling her surroundings
d. establishing a receptive mind-set


23. What has Amina most likely discovered is one of the main benefits of using computer software such as Microsoft Word and PowerPoint and/or file formats such as Adobe PDF?

a. Learning to use these technologies effectively can sometimes take considerable time and effort.
b. Using these technologies makes it easier for Amina to produce documents, presentations, and Web pages and to make these documents more professional.
c. Amina’s computer was already equipped with these programs when she began her job.
d. These technologies are useful tools, but they can’t do the actual writing for Amina.


24. Amina meets with Joan, an employee in the Accounts Receivable Department, who is having some difficulty with her manager. Joan seems hesitant about sharing her problem. At one point, Amina feels that Joan may not be expressing all that she wants to say. Amina stops and asks Joan whether she feels anxious about discussing the problem. Joan says no, but her eyes, face, posture, and gestures seem to contradict what she says. What is likely the most accurate indicator of her feelings?

a. her eyes
b. her facial expression
c. her posture
d. her hand gestures


25. Amina left a voicemail for a colleague whose first language was not English. In the voicemail, she used many idioms and abbreviations that made the content difficult for the colleague to understand. Amina’s colleague returned the phone call with many questions about the purpose of the voicemail. Which barrier of effective listening prevented Amina’s colleague from processing her voicemail message?

a. technological barriers
b. grandstanding
c. faking attention
d. language problems


26. The presentation by Global Success’s information technology team is about new procedures for accessing important network resources. Amina has difficulty understanding the presentation, because the speakers use a lot of technical terms and computer jargon. What barrier to effective listening has Amina encountered?

a. language problem
b. physical barrier
c. personal barrier
d. nonverbal distraction


27. Amina has just been asked to post a new document on her company’s human resources Web site detailing guidelines and expectations for ensuring equal treatment and opportunities for success for all employees. The document mentions severe penalties, including firing, for ignoring these guidelines. What advice for capitalizing on workforce diversity, mentioned in the text, does Global Success seem to be following?

a. Create zero tolerance policies for bias and stereotypes.
b. Discourage differences and focus on “groupthink” instead.
c. Make more assumptions, since most assumptions tend to be right.
d. Encourage all workers to conform to one organizational culture.


28. Amina’s updated benefits handbook covers some comprehensive and sometimes perplexing material, especially the numerical data. What would help clarify some of her ideas?

a. a clip art image of corporate employees
b. an image of Global Success employees
c. a simple chart
d. a PowerPoint presentation


29. Amina has received an email from a classmate in her human resources diploma program, Nathan, who has recently been offered a job at another company. He has expressed concern about exhibiting poor business etiquette, and has asked her to describe some of the behaviours that are considered unacceptable at Global Success. According to the text, which of the following behaviours would most likely lead to termination?

a. messaging abbreviations
b. excessive tardiness
c. uptalk
d. unprofessional attire


30. Amina has to give a presentation to a small group. As she sets up the conference room ahead of time, she wonders how far the podium should be from the audience. According to the text, how far should she stand from her listeners?

a. 1.5 feet
b. 4 feet
c. 6 feet
d. 12 feet


31. Amina realizes that she can communicate more successfully with colleagues and clients when she remembers to focus on the main goal of communication. According to the text, what is the main goal of communication?

a. Receive feedback.
b. Encode a message.
c. Transmit meaning to a receiver.
d. Select an appropriate channel.


32. During Amina’s initial training at Global Success, she was told that the company has fewer employees in management positions than it has in previous years, and that she would often be expected to work independently and make decisions on her own. This reflects what trend in the new world of work?

a. innovative communication technologies
b. flattened management hierarchies
c. more participatory management
d. heightened global competition


33. Which statement expresses another discovery that Amina has likely made since she began her new job?

a. Her employer has no interest in competing in international or world markets.
b. Frontline employees must deal with increasingly hierarchical levels of management.
c. New communication technologies require employees to communicate more often and more rapidly than in the past.
d. Workplaces offer less flexible working arrangements than in the past.


34. While talking in the lunch room, one of Amina’s co-workers, a Canadian, clearly indicates that she believes Canadian cultural values and business practices are far superior to those of Americans. What attitude is Amina’s co-worker displaying?

a. tolerance
b. stereotyping
c. ethnocentrism
d. collectivism


35. Amina notices that her colleagues and bosses tend to become anxious when participants at important meetings show up late. What cultural value does this reaction illustrate?

a. formality
b. collectivism
c. individualism
d. time orientation


36. Amina has heard several employees of Global Success say that one of her colleagues in the human resources department, Jeanette Kayum, is not very approachable and seems intimidating to the employees. Amina knows that Jeanette is a very kind person, so what might be the reason that Jeanette gives this impression to her coworkers?

a. She ensures that she schedules one-hour blocks of time for meetings with employees.
b. She has arranged her office so that her large desk separates her space from her employees.
c. She maintains eye contact when she is speaking.
d. She typically stands between 4 and 12 feet from her employees when having a conversation with them in social situations.


37. Laura Ambrose, a regional manager in the central human resources office of Global Success, has asked Amina and her colleagues to create an updated version of the company’s benefits handbook for employees. They have prepared and submitted the document, but Ms. Ambrose has noticed many grammatical errors. What might be the reason that Amina and her colleagues did not notice their own grammatical errors?

a. Amina and her colleagues are unskilled writers and often make grammatical errors.
b. One of Amina’s colleagues has plagiarized by referencing another author’s work without granting credit.
c. The word processing program does not highlight grammatical errors.
d. The word processing program was not able to process all grammatical errors and make them visible.


38. A colleague of Amina’s, a Canadian salesman for Global Success who does business in Asia, has decided to update his sales material by replacing all English abbreviations and acronyms with the words they stand for. Which of the recommendations given in the text for minimizing written miscommunication among cross-cultural audiences is he practising?

a. Adopt local styles.
b. Use inclusive language.
c. Avoid ambiguous wording.
d. Use short sentences and paragraphs.


39. The offices Amina works in have recently been renovated. To encourage teamwork and improve communication, her boss has had the partitions and cubicles replaced with open spaces and shared desks. Which external element in the communication process is the key to this design change?

a. time
b. space
c. distance
d. territory


40. When she is speaking, whether to an individual or a group, Amina often checks to see whether her audience seems to be paying attention. She sometimes repeats key ideas and asks questions to check for understanding. She appears to be adjusting her communication based on a finding by communication researchers discussed in the text. Which finding is that?

a. Most of us have developed listening habits that allow us to take in and process about 25 percent of what a speaker says.
b. Physical barriers can impede effective listening.
c. Many of us like to “grandstand”—we prefer speaking to listening.
d. It can be hard to focus on a message when we are distracted by things such as the speaker’s wardrobe, physical appearance, or mannerisms.


Enter the appropriate word(s) to complete the statement.


41. The text defines ____________________ as “having sympathy for and appreciating beliefs and practices differing from our own.”


42. In the communication process, the computer, telephone, letter, memo, report, fax, and face-to-face meeting are all examples of ____________________ .


43. In Canada we prefer a space zone of 1.25 to 3.5 metres (4 to 12 feet) when communicating with acquaintances, co-workers, and strangers. This is known as the ____________________ space zone.


44. You are meeting with a new client who is wearing a low-necked, sleeveless dress. She has many dramatic tattoos on her arms and neck. You realize ten minutes into your conversation with the client that you don’t remember her name, although she introduced herself, and you haven’t answered the question she has just asked because you haven’t processed it. The text calls this type of barrier to effective listening a(n) ____________________ ____________________ (two words).


45. Word processing software often includes ____________________, which are pre-formatted documents into which business writers can add individualized content.


46. Many Canadians dress quite casually, often call business contacts by their first names, and appreciate directness when doing business. This reflects a key cultural value with respect to ____________________.


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


48. Business writers often use a file format, called ____________________, which is more permanent, transferable, and difficult to make changes to than other file formats.


49. The most successful players in the new world of work will be those with highly developed ____________________ skills.
Indicate whether the statement is true or false.


1. The use of slang in business writing shows that a company is modern and forward-thinking.

a. True
b. False


2. According to the text, many professional writers don’t worry about language, precision, or correctness when composing the first draft.

a. True
b. False


3. The power of a verb is reduced when it is needlessly converted into a noun (had a discussion instead of discussed).

a. True
b. False


4. Pursuant to your request is an example of an outdated expression.

a. True
b. False


5. There is and there are are examples of fillers that destroy concise writing.

a. True
b. False


6. Most routine business communication tasks require the use of formal research methods.

a. True
b. False


7. You are writing an unsolicited sales message to a group of college students. The best pattern to use is the direct pattern.

a. True
b. False


8. Phrases have subjects and verbs; clauses do not.

a. True
b. False


9. The text recommends that you proofread a message as you are writing it.

a. True
b. False


10. I am writing to inform you is a concise and professional beginning for a business message.

a. True
b. False


11. According to the text, using numbered and bulleted lists can force a writer to organize ideas and to write efficiently.

a. True
b. False


12. One method the text suggests to increase white space in a message is to shorten sentences and paragraphs.

a. True
b. False


13. Informing the reader of your purpose at the beginning of your message can sometimes make the explanations more difficult to understand.

a. True
b. False


14. Employees are expected to attend the meeting includes a redundant expression.

a. True
b. False


15. According to the text, you are more likely to find errors if you proofread a message on a computer screen than if you read from a print copy.

a. True
b. False


16. You are writing an e-mail to remind your employees that new parking passes will be available at the front office. The best pattern to use is the direct pattern.

a. True
b. False


17. Design techniques such as effective use of white space, typefaces, and numbered and bulleted lists improve the appearance of a document, but the text says that they do not enhance a reader’s ability to understand a message.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


TD Bank Financial Group
Thom Hollis works as a financial advisor for TD Bank Financial Group. His job involves providing investment advice to many clients, in person or on the phone, and writing many letters and e-mails. He has an appointment tomorrow with Ji-Wan, a client, to review her personal investment portfolio. Before she comes in, Thom has to review her profile, decide what changes to suggest, and put together a proposed portfolio. He has a recent finance diploma, but because he is still relatively new to his job, he wants to collect as much information as he can on appropriate investments for her, so he decides to send an e-mail to Alyson, his manager, to see if she has any suggestions or advice. Besides preparing for his meeting with Ji-Wan, Thom has several other tasks he must work on.


18. Thom is worried about a letter that he has to write to Anders, a client whose investments have dropped considerably in value during the previous six months. He needs to ask Anders to meet with him to review his portfolio, but is afraid that Anders might react badly to the news and might blame Thom for his loss. Which of the following reasons for employing the indirect pattern is reflected in this situation?

a. delivering bad news
b. persuading the audience
c. delivering sensitive news
d. presenting information to an uninterested audience


19. Which version of the following sentence did Thom likely keep as the most effective use of what the text calls concrete language?

a. I offer my clients valuable investment advice.
b. I usually help my clients make substantial gains in their investment portfolios.
c. My clients have responded positively when asked whether my services have helped them to make money.
d. An independent audit shows that my clients have realized an average growth in their investment income that is higher than the industry average.


20. Thom knows that he wants his proposed financial plan for Ji-Wan to be clear, focused, and well written, and he knows that won’t be an easy task. What does the text suggest that he should do to make writing the first draft of his proposal less difficult?

a. Begin with the most important idea.
b. Consult with colleagues about their ideas on the proposal.
c. Use pen and paper rather than computer to write the first draft.
d. Create an environment as quiet and free of distractions as possible.


21. Which of the following sentences is the best revision for Thom’s run-on sentence?
During our meeting, I hope to review your current investment portfolio make suggestions for future investments.

a. During our meeting, I hope to review your current investment portfolio I hope to make suggestions for future investments.
b. During our meeting, I hope to review your current investment portfolio, make suggestions for future investments.
c. During our meeting I hope to review your current investment portfolio. Make suggestions for future investments.
d. During our meeting, I hope to review your current investment portfolio and make suggestions for future investments.


22. Which of the following report headings should be revised so that it is parallel with the others?

a. Current Allocation
b. Choosing a Target Allocation
c. Wealth Forecast
d. Proposed Portfolio


23. Thom writes the following sentence in the first draft of a letter to a client: My name is Thom Hollis and I am writing to you to ask you to consider meeting with me to review your investment portfolio. He decides to revise the sentence because it is an example of wordy writing. Which of the following does the text indicate is the problem?

a. long lead-in
b. wordy expression
c. needless adverb
d. outdated expression


24. Before Thom writes an e-mail to Alyson, he needs to collect the information that he will include in the e-mail. He knows that Alyson is very busy and doesn’t want to waste her time, so he wants to be sure to include all the information, and only the information, that she needs. When deciding what his message should include, what primary question does the text suggest Thom should ask himself?

a. Who is my audience?
b. What does the receiver need to know about this topic?
c. What can my manager do to help me?
d. How will my manager feel about this information?


25. Thom takes care to revise and proofread all of the messages he sends. He decides to rewrite the following sentence because it illustrates a writing error discussed in the text. What is the error?
At this point in time, your account will be credited $6.00 in view of the fact that your monthly service charge appeared twice in the month of June.

a. jargon
b. run-on sentences
c. outdated lead-ins
d. wordy expressions


26. Thom knows that the best way to organize the information and questions in his e-mail is to create an outline. Which of the following does the text recommend as a strategy that Thom might find helpful when creating his outline??

a. Use a vague title that describes the content.
b. Divide the topic into 8 to 10 major components.
c. Repeat/overlap important information.
d. Use evidence to support subpoints.


27. Thom needs to communicate with Jenny Delacroix, an employee who also works for TD Bank Financial Group but in a different city. He has never met or communicated with Jenny, but he knows she works in a similar position and that she has used instant-messaging and text-messaging. Thom wonders what style and level of diction he should use to communicate with Jenny. What advice does the text offer about using instant-message and texting speak in your message to Jenny?

a. He should use instant-message and texting speak, because Jenny has used them and they save time.
b. He should phone her and ask her what kind of language she prefers.
c. He should use standard, more formal diction, at least the first time he communicates with her.
d. He should e-mail a friend who works in the same office as Jenny to ask her advice.


28. Thom notices and revises the expressions pursuant to your request and kindly advise in a letter he is writing. Which of the following terms describes these phrases?

a. fillers
b. long lead-ins
c. needless adverbs
d. outdated expressions


29. When planning an e-mail to his manager, Thom knows that she won’t have any reason to be resistant to or upset by his message. Where does the text suggest that Thom should place the main idea in this type of message?

a. at the beginning
b. after the explanation
c. at the very end of the message
d. before the evidence but after the details


30. Which version of the following sentence did Thom keep when revising it to include vivid adjectives?

a. My clients are happy when I help them make good investment decisions.
b. My clients are excited when I help them to make profitable investment decisions.
c. My clients are rewarded with large gains in the value of their investments.
d. My clients are pleased when their investment decisions pay off.


31. Thom decides to revise one of his sentences because it contains jargon. Which of the following sentences does he most likely decide to revise?

a. The bottom line is that this organization needs to facilitate customer buy-in.
b. At this point in time, we need to focus on customer loyalty.
c. We need to promote customer loyalty with all due speed.
d. As per your request, enclosed please find my recommendations for promoting customer loyalty.


32. Which version of the following sentence did Thom likely keep as the most effective use of concise writing?

a. The employees really did extremely well in their training program.
b. The employees did well in their training program.
c. Each and every company employee did well in the company training program.
d. There are company employees who did very well in the training program.


33. Thom decides to make his proposal clearer and more readable by converting into either numbered or bulleted lists some lengthy sentences explaining the benefits of a number of different investment approaches. What advice does the text offer about using numbered lists?

a. Use numbered lists sparingly, because they may confuse the reader.
b. Add end punctuation for all items in a numbered list.
c. Try to express as much information in numbered lists as possible.
d. Use numbered lists for items that represent a sequence or chronology.


34. Thom wants to be sure that he presents his client with an impressive investment proposal. Which of the following does the text suggest that he should do when proofreading his proposal?

a. Check whether the ideas are clear and well organized.
b. Ensure that sentences and paragraphs aren’t too long.
c. Read the proposal from a print copy.
d. Profile the audience for the proposal.


35. Thom would like to perform some informal research on possible investment ideas for Ji-Wan. Which of the following research methods would be considered informal?

a. conducting an experiment
b. searching secondary sources
c. consulting with a few colleagues to hear their suggestions
d. retrieving first-hand information


36. As Thom proofreads his letter, he notices a serious writing error in the following sentence and decides to revise it. What kind of sentence error is this? I hope to be able to assist you. In my position with TD Bank Financial Group.

a. run-on sentence
b. sentence fragment
c. comma-splice
d. wordy expression


37. In his proposal to Ji-wan, Thom needs to separate and distinguish between several different investment plans, including some details about each plan, such as the investments it would contain, their advantages, and the past performance of various items in that plan. Which of the following does the text indicate Thom should probably use?

a. a variety of fonts, colours, and styles
b. short paragraphs
c. headings and subheadings
d. a new page for each major idea


38. Thom also notices that some of his sentences may confuse a reader because of their length. The text claims that a reader will normally comprehend less than 80 percent of the meaning of a sentence if the sentence is too long. How many words does your text suggest as the limit?

a. 8
b. 15
c. 20
d. 28


39. Thom is writing the first draft of a written proposal for a client. He notices that it seems a bit dense and unappealing. Which of the following does the text say to avoid when employing white space and improving readability?

a. Increase the use of headings.
b. Use longer sentences and paragraphs.
c. Use bulleted lists.
d. Use appropriate margins.


40. As he thinks about organizing his e-mail message to Alyson, Thom remembers reading in his business communications textbook about the benefits of using the direct pattern in a message. Which of the following benefits identified in the text might Thom be considering when he decides to use the direct pattern?

a. It encourages a fair hearing.
b. It prevents reader frustration.
c. It minimizes a negative reaction.
d. It respects the feelings of the reader.


Enter the appropriate word(s) to complete the statement.


41. Frontloading saves the reader time and prevents ____________.


42. The advantage of the __________ feature of word processing software is that it shows you both the original wording and any revisions that you have made to the document.


43. The text suggests that preparing a(n) ____________ before writing may help you to organize your ideas.


44. According to the writing process outlined in the text, organizing the information that will be contained in a document normally occurs in the ____________ phase of the writing process.


45. Another name for the direct pattern is _______________.


46. A reader normally comprehends 100 percent of a message if sentences contain ____________ words or fewer.


47. When you need to give the reader unwelcome news, it is usually best to use the ___________ pattern for your message.


48. When you collect needed information before writing a message, you are engaging in ______________.


49. Interviewing the target audience is an example of _____________ research.


50. The text recommends dividing your topic into ____________ major components.
Indicate whether the statement is true or false.


1. Using all capital letters when writing an e-mail is the best way to emphasize your main point.

a. True
b. False


2. If a message is an extremely important one, consider having a colleague critique it during Phase 3 of the writing process.

a. True
b. False


3. Headings and bulleted lists help improve the readability of messages and can shorten reading time.

a. True
b. False


4. When you send an e-mail, you don’t need to worry because today’s computers will correct any errors you make when entering the recipient’s address.

a. True
b. False


5. The major difference between text messaging and instant messaging is that instant messaging takes place in real time.

a. True
b. False


6. Successful business communicators know that e-mail is a simple, private communication system.

a. True
b. False


7. If someone sends you an e-mail that angers you, you should respond immediately to set the record straight.

a. True
b. False


8. E-mails can be used for various types of messages including difficult and confidential information.

a. True
b. False


9. E-mails are usually the best way to communicate with someone when you want to avoid face-to-face contact.

a. True
b. False


10. Every message you send displays your writing skills, including those using newer communication channels.

a. True
b. False


11. Important: Need Help with Report Problem is an example of an effective e-mail subject line.

a. True
b. False


12. You need to send a customer a formal quotation that includes prices and other details about an order. The quotation must include an original signature. A business letter would be the best channel to use for this message.

a. True
b. False


13. When writing a memo or an e-mail message, put any deadlines or action information in the opening so that they won’t be missed.

a. True
b. False


14. To be most helpful, the subject line of an e-mail message should be a short, complete sentence.

a. True
b. False


15. Making a phone call is the preferred channel for communicating outside an organization.

a. True
b. False


16. Never send a long document as an e-mail attachment.

a. True
b. False


17. When items in a numbered or bulleted list are parallel, they are balanced grammatically.

a. True
b. False


18. Anything included in the subject line of a memo or e-mail does not have to be repeated in the body.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


19. Which of the following is the most effective closing sentence for a memo or e-mail message making a request?

a. Please send me the final draft of the proposal.
b. Send me the final draft of the proposal by September 3.
c. Please send me the final draft of the proposal by September 3.
d. Send me the final draft of the proposal as soon as possible.


20. Which one of the following would be the best subject line for an e-mail or memo?

a. I need to change my order of July 6
b. Please change my July 6 order to add 12 cases of EarthFriendly white letter-size paper, cat. # X629
d. CHANGE TO ORDER #7490832


21. Which of the following sentences correctly introduces a list?

a. Follow these steps to submit your expense claim for payment:
b. Follow these steps to submit your expense claim for payment.
c. Follow these steps to submit your expense claim for payment,
d. Follow these steps to submit your expense claim for payment;


22. You are preparing a series of training videos for new employees, which can also be used to create online “buzz” about the company’s newest policies and recruitment news. Which of the following internal communication channels would be most appropriate for displaying these videos?

a. podcast
b. Instagram
c. blog
d. wiki


23. Which of the following is true about instant messaging in the workplace?

a. It creates a permanent text record.
b. It lets workers have conversations similar to an e-mail exchange.
c. It allows for informal diction.
d. It is limited to two users per conversation.


24. Which one of the following techniques is an example of graphic highlighting?

a. using templates
b. writing directly
c. using headings
d. specifying an end-date


25. Which of the following is the most effective opening sentence for a memo or e-mail message that responds to a request?

a. Thank you for your request.
b. Here are the answers to the questions raised in your memo of June 30.
c. Pursuant to your request, I take great pleasure in responding to your inquiries.
d. This memo is regarding your inquiry on June 30 in which you ask a number of questions.


26. Which of the following would be presented most effectively as a bulleted list?

a. a procedure for filing a workers’ compensation claim
b. a list of steps describing how to operate the fax machine
c. a list of organizational goals that have not been prioritized
d. a ranking of applicants for an administrative assistant position


27. You are revising an e-mail to your supervisor making four main recommendations for locations to buy new office computers. Which of the following is the best way to organize more than one recommendation in an e-mail message?

a. Send each recommendation in a separate e-mail to avoid confusion.
b. Create a numbered list in the e-mail of all four recommendations.
c. Create a bulleted list in the e-mail of all four recommendations.
d. Briefly explain all four recommendations in one short paragraph.


28. Which of the following sentences would be the most effective closing in a request memo?

a. I would appreciate receiving your response to this request as soon as possible.
b. Thank you in advance for your cooperation in sending a technician to install these computers by August 31.
c. If you want us to be able to serve our students effectively, I trust that you will send a technician by August 31.
d. Because the computers need to be installed before the first day of classes, please send a technician by August 31.


29. The text recommends limiting the length of an e-mail message to a certain number of screens. How many?

a. one
b. two
c. three
d. four


30. According to the text, which of the following items should be included in the opening sentence of a routine e-mail or memo?

a. an end-date
b. a request for action
c. a summary of the message
d. the main idea in expanded form


31. Your company’s human resources department needs to send a personal, confidential message to each employee that includes a yearly performance appraisal and salary review. What would be the most appropriate type of message to use?

a. a business letter
b. an instant message
c. a text message
d. a memo


32. Which of the following types of messages would be appropriate to send by e-mail?

a. a layoff notice
b. an announcement of a change in a meeting date
c. a quarterly performance appraisal of an employee
d. an announcement of a major benefit change that will reduce employee benefits


33. Which of the following salutations is most appropriate for a potential employer?

a. Jennifer,
b. Dear Ms. Jennifer Morimoto,
c. Hi,
d. Hello,


34. Stan is writing an e-mail to a supplier in China to express his satisfaction with the latest shipment of machine parts his company has received. Which of the following sentences shows that Stan considers cultural differences when he sends a message?

a. The parts we received last week fit our requirements to a T.
b. We are very pleased with the parts we received last week.
c. You hit one out of the ballpark with the order we received last week.
d. We’re good to go with the order we received last week.


35. When responding to a memo that requests information, what is the best way to provide the requested information?

a. Order your responses in a list.
b. Order your responses in the same sequence as the request.
c. Order your responses from the most important to the least important.
d. Order your responses from the least important to the most important.


36. Which of the following sentences would be the most effective opening in a request memo?

a. I am writing this memo to make a request for brochures.
b. Please send 150 copies of the new marketing brochure to the Accounting Department.
c. My name is Caitlin, and I work in the Accounting Department. We need to order some brochures.
d. According to the latest company newsletter, you have published a new marketing brochure.


37. Which of the following would be most appropriate for an e-mail?

a. informing your employer of your resignation
b. informing the office employees of a policy change
c. informing an employee that the company is downsizing
d. informing your supervisor that you have completed and attached the annual sales report


38. You have several questions for a colleague who works for your organization in a branch office in another province. You would like to ask him about a new procedure he initiated. Considering the merits and drawbacks of various channels, which of the following choices would probably be a good way to contact him?

a. instant message
b. podcast
c. fax
d. letter


39. You work as a sales associate for a supplier of office equipment. You have just finished visiting one client and are in your car preparing to travel to your next appointment. Before you start driving, you realize that you don’t have the client’s address in your BlackBerry. You decide to contact Jim, your supervisor, who is at the office and can find the address quickly. Which of the following would likely be the best way to contact Jim?

a. Create an e-mail.
b. Create a text message.
c. Create a podcast.
d. Create a wiki.


40. Which of the following sentences would be most appropriately placed in the body of a routine memo or e-mail?

a. I hope that I have answered your questions.
b. Our customers have told us that the Samsung SPC12824 desktop computer performs well under both heavy- and light-use conditions.
c. On Aug. 10, you wrote to ask me five questions about the Samsung model.
d. I am writing to you to respond to the five questions in your last e-mail.


Enter the appropriate word(s) to complete the statement.


41. Memos that make requests are usually most effective when they use the _________ approach.


42. E-mails and hard-copy memos are similar in content and development, but the ________ of each is slightly different.


43. The ___________ ________ of a memo or e-mail message is critical because it determines whether or how quickly the receiver will read the message and how easily he or she will be able to locate it later.


44. Even though the purpose of the e-mail or memo is summarized in the subject line, that purpose should be restated—and amplified—in the __________.


45. The rules of polite online interaction are known as _______________.


46. Because an e-mail message does not include ______________ cues, humour can easily be misunderstood.


47. Including a(n) _________ in the subject line of a message makes it “talk”—that is, makes it stronger and more active.


48. In the ______________ phase of the writing process, the writer decides whether the memo or e-mail message even needs to be written.


49. A(n) _________ is a digital media file that is distributed over the Internet and downloaded on portable media players and personal computers.


50. More information about your reason for writing should be given in the __________ of the e-mail.
Indicate whether the statement is true or false.


1. Persuasive requests are not usually made for donations of time, energy, or expertise, but only for donations of money.

a. True
b. False


2. When you suspect that your manager or another superior will resist a persuasive suggestion, you should state that your suggestion is not negotiable.

a. True
b. False


3. An angry or hostile claim message will normally achieve the writer’s goal, because most people prefer to avoid confrontation.

a. True
b. False


4. Now you can receive the same benefits of StorageParts for a lower price is an example of an emotional appeal.

a. True
b. False


5. It is better to quote the price of health club dues as $30 per month rather than $360 per year.

a. True
b. False


6. A successful persuasive message will typically take more space than a direct message.

a. True
b. False


7. You should take into account a reader’s objections and questions and try to translate them into selling points when composing a sales message.

a. True
b. False


8. A successful persuasive message will normally be shorter than a direct message because it’s not necessary to include evidence or facts to prove your case.

a. True
b. False


9. The opening paragraph of a sales letter is an appropriate place for an open-ended suggestive question.

a. True
b. False


10. Straightforward claim messages can normally be organized using the direct strategy.

a. True
b. False


11. When you want to overcome resistance and create desire in readers of your sales message, you should focus only on rational appeals.

a. True
b. False


12. You can use rational appeals, emotional appeals, or some combination of both to emphasize the central selling points when writing a sales message.

a. True
b. False


13. When writing a claim to a business, it is generally best to appeal to the organization’s pride in its products and services.

a. True
b. False


14. A conversational tone is usually appropriate for unsolicited online sales letters.

a. True
b. False


15. If your sales message is effective and persuasive, you can save costs by not including a reply card or pre-addressed envelope because readers will respond whether you have made it easy to do so or not.

a. True
b. False


16. When writing a persuasive claim, it helps to show how angry and emotional you are about the situation.

a. True
b. False


17. When you compose a message to a busy NHL celebrity asking him to participate for free in a golf tournament your company organizes to support a local children’s hospital, you should try to reduce his resistance.

a. True
b. False


18. Having the ability to persuade is important for all levels of a company.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


19. A sales message from an auto retailer includes this statement: All 2012 models include Bluetooth connectivity, MP3/USB input, heated front seats, and steering wheel–mounted audio controls. This is an example of a technique often used to get attention in sales messages. What is the technique called?

a. offer a testimonial
b. point out product features
c. offer facts
d. make a startling statement


20. Which statement best explains why you might benefit from learning to write sales messages even though most sizeable companies employ specialists to write these messages?

a. The specialists who write these messages for your organization will value your input.
b. You will become a more informed and discriminating user of ideas, products, and services.
c. You will be able to offer suggestions about marketing strategies to your employers.
d. You will become a specialist in writing sales letters and online messages.


21. You include this sentence in an indirect persuasive request message:
Ordering a subscription is now easier than ever. Simply fill out the form included with this letter and mail it to Reader Weekly by the end of the calendar year.
Which part of the writing plan for a persuasive request does this sentence relate to most directly?

a. gaining attention
b. building interest
c. reducing resistance
d. motivating action


22. Employees often need to use persuasion when presenting new ideas within an organization. What should you keep in mind when making a persuasive suggestion?

a. The authority of your audience may help you decide whether to adopt a formal or informal tone.
b. Assume that the benefits of your suggestion will be clear to your audience, since you work for the same organization.
c. Use the direct strategy for any persuasive message to superiors.
d. Use the indirect strategy very rarely, because most people consider this organizational plan dishonest and manipulative.


23. You have composed a sales letter advertising a line skin care products for people with sensitive skin. You have included a couple of testimonials from people who have tested the products and provided positive reviews. Where in your message is the most appropriate place to include this information?

a. the body
b. the format
c. the closing
d. the opening


24. Which technique is the most effective as an attention-getter for an opening paragraph of a sales letter?

a. personal anecdote
b. bulleted list
c. startling statement
d. numbered instructions


25. In which of the following situations would the indirect strategy be unnecessary?

a. You want to deliver a sales presentation to advertise a new line of printers
b. You want to ask your employer for an extended maternity leave.
c. You want to ask a colleague to reschedule your meeting to later this week.
d. You want to request new office furniture because the current furniture is dated and worn.


26. What is the key to submitting a recommendation to a superior?

a. Make your request or suggestion confidently, assertively, and directly.
b. Offer many positive comments or compliments about the superior’s abilities and wisdom.
c. Write in a tone that makes it clear that you know more than he or she does about the topic.
d. Know your needs and be prepared with evidence to support your suggestion.


27. Which sentence best illustrates a testimonial?

a. NHL superstar Mats Sigurdson says that using the StairClimber has helped him to stay in peak game condition while he recuperated from the concussion he suffered.
b. We are certain you will find our StairClimber the best all-around exerciser on the market.
c. Sophisticated electronics in the StairClimber challenge your muscles progressively with a choice of stimulating workouts.
d. Electronic monitors built into the StairClimber inform users of step height, calories burned, elapsed time, upcoming levels, and adherence to fitness goals.


28. What strategy should you use to increase the effectiveness of a persuasive request for a large favour?

a. Use the direct approach so that your request is clear.
b. Give reasons and explanations before delivering the request.
c. State clearly the negative consequences of not doing what you suggest.
d. Explain how you will benefit when the reader agrees to your request.


29. Which writing technique will be most effective for an online sales message?

a. Use abstract language to cover as many points as you can in general terms.
b. Use emotional appeals exclusively.
c. Highlight one or two central selling points.
d. Emphasize as many product features as possible.


30. While writing a sales message, you are trying to come up with an effective opening. Which sentence would be most effective?

a. Our newest copier, model XK244, has many more functions than the model it replaces.
b. Office Depot and Staples both report that they sell more of our new model XK244 photocopiers than any other make or model and that it receives high customer approval ratings.
c. I hope you find the information in this letter interesting.
d. I am certain that your company would like to reduce photocopy costs.


31. According to the text, what is the most important thing to remember when writing the body of a persuasive message?

a. Pose an interesting question.
b. Pay the reader a compliment.
c. Put yourself in the reader’s shoes.
d. Motivate action by including an end date.


32. Which of the following would be the best closing for a memo intended to persuade your supervisor to write a recommendation letter for your application to graduate school?

a. I hope you agree that this will be very beneficial for my education and advancement in the company.
b. Please contact me at your earliest convenience with your decision.
c. If you have any further questions about my application details, please contact me ASAP.
d. Your decision by May 15 will allow me to complete my application before the final deadline.


33. You are writing a sales message and realize that your target audience may see the price of your product as an obstacle. Which sentence would be most effective?

a. Our new model XK244 photocopier is more costly than competing models with similar features but is worth the price.
b. You can now lease our new model XK244 for five years for $1250.00.
c. We know that you don’t want to invest in a high-priced photocopier.
d. The model XK244 photocopier now copies 100 pages per minute, and comes with a more extensive, longer-term warranty, ensuring years of guaranteed hassle-free performance.


34. You are writing a letter to the CEO of ToyoTech to ask him to speak at your school’s graduation. Which sentence would make the most effective opening for this letter?

a. On behalf of this year’s organizing committee, I would like to invite you, as a representative of ToyoTech, to speak at J. E. Robson High School’s graduation ceremonies.
b. We would appreciate it very much if you would agree to be the keynote speaker at our graduation ceremonies on June 10th.
c. Under your direction and leadership, ToyoTech has become Canada’s most successful technology business.
d. Does your busy schedule allow you to be the keynote speaker at our exciting graduation ceremonies on June 10th?


35. Your department manager asks you to use your company’s electronic database to send an online sales message, but to filter out customers and contacts who have not “opted in” (given permission) to receive such messages. What is the most likely reason she has asked you to do this?

a. Doing so will increase the “open rate” of the message.
b. Most e-mail users enjoy receiving unsolicited advertisements in their in-boxes.
c. Today’s customers appreciate remaining anonymous “anybodys.”
d. Most online customers want to receive ads only from one or two favourite companies.


36. When composing an online sales message, where should you place important or appealing facts, features, or information?

a. toward the end of the message so that you can create suspense as you lead up to it
b. in the middle, similar to the body paragraphs of a letter
c. early in the message, so that it catches the reader’s attention
d. in the subject line of the e-mail


37. Which sentence includes an emotional appeal?

a. All of your friends will be asking you where you got your new speakers.
b. Buy these speakers before the end of the month and save 15%.
c. The speakers are more compact than ever before to make traveling easier.
d. Cheaper than your leading brand of speakers, the SoundMax Plus boasts all the same features.


38. Your public relations department has produced a short video about your company’s newest line of photocopiers. It contains a testimonial by the engineer who developed a significant new feature in this new lineup. You need to send this video file to recipients, both inside and outside your organization, who have indicated an interest in receiving such updates and information. What new technological tool would be most useful for this purpose?

a. a wiki
b. a PowerPoint presentation
c. Facebook
d. a podcast


39. Which sentence includes a rational appeal?

a. This model is available for a limited time only.
b. Your family will appreciate your new furnace right away.
c. The high-efficiency model is the most advanced model on the market.
d. The high-efficiency model can save you up $50 a month on your heating bill.


40. Which of the following is an important difference between a routine claim message and a persuasive claim request?

a. It’s more important to consider the effect of a routine claim message on the reader than it is for a persuasive claim request.
b. A routine claim message generally requires the writer to use the indirect strategy, while a persuasive claim request is generally more effective when it uses the direct strategy.
c. A routine claim message generally states immediately what the writer wants and when he or she wants it, while a persuasive claim request does this near the end of the message.
d. A routine claim message usually spends more time reducing resistance and proving that a claim is valid than a persuasive claim message.


Enter the appropriate word(s) to complete the statement.


41. Unsolicited e-mail sales messages are often called _______________________.


42. The request for action should be placed in the ___________________ of a persuasive request message.


43. Persuasive requests are generally more effective when they are written using the __________________ strategy.


44. The central selling point should be emphasized in the ___________________ of a sales letter.


45. A recent graduate said, “My degree led to a high-paying position with a prestigious technology firm in the Silicon Valley” is an example of a(n) ______________________.


46. You’ll receive an additional issue at no extra charge is an example of a(n) ___________________ appeal.


47. Professional marketers and salespeople typically follow the _______________________ pattern when persuading customers.


48. ____________ _____________ (two words) focus on status, ego, and sensual feelings.


49. When writing a persuasive request to your manager, be sure to provide ____________________ for why the request is necessary.


50. The ability to _______________ is an important skill in business.
Indicate whether the statement is true or false.


1. Progress reports help a company decide whether it should proceed with a plan of action.

a. True
b. False


2. Informal reports prepared by one organization for another are most commonly delivered in memo format.

a. True
b. False


3. Conducting interviews with individuals is usually more economical than sending out questionnaires.

a. True
b. False


4. The headings of a report should be constructed using balanced words or phrases.

a. True
b. False


5. In informal reports, headings should be enclosed in quotation marks so that they can be easily recognized.

a. True
b. False


6. You would most likely write a progress report to tell management that a special project is behind schedule.

a. True
b. False


7. When analyzing your audience, you should consider any secondary readers who may receive a copy of your report.

a. True
b. False


8. Citing the sources of information is necessary only in formal reports.

a. True
b. False


9. Minutes of meetings are always formal reports.

a. True
b. False


10. The text says that analytical reports collect and organize data.

a. True
b. False


11. Logical sources of information for many business reports are company records, personal experience, and electronic resources.

a. True
b. False


12. The text says that if the readers of your report are your immediate supervisors, you should include extensive details or historical background.

a. True
b. False


13. Although reports may differ in many ways, they share a common purpose: to solve business problems.

a. True
b. False


14. The text recommends using a manuscript format for reports because digital formats are too informal for the workplace.

a. True
b. False


15. Feasibility reports document an idea or action and provide a written record of conversations, directives, and decisions.

a. True
b. False


16. Summary reports provide the action points of a meeting.

a. True
b. False


17. Recommendation reports and feasibility reports are examples of analytical reports.

a. True
b. False


18. Feasibility reports attempt to evaluate a proposed plan of action to determine how workable or practical it is.

a. True
b. False


19. It is appropriate to use either functional headings or talking headings in a report as long as they are used consistently.

a. True
b. False


20. Prepared forms or templates are useful for reporting routine activities.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


TrailPro Sports
You work in the marketing division of TrailPro Sports, a local manufacturer of cross-country ski equipment. Part of your job as a marketing specialist involves preparing reports of various kinds. The following are some of the reports that you need to prepare in the next few weeks:I. You must compose a routine monthly report providing management with the latest production and sales figures for all the products the company manufactures.
II. Your division manager asked you yesterday to prepare a report presenting the company’s current inventory for each ski model TrailPro produces, which should include anticipated production by Dec. 1 as well as sales figures for each model for the last five years. The report should include your analysis of these figures and your recommendations for production schedules and quotas to ensure that there will be sufficient quantities in stock to meet anticipated orders. He has scheduled an appointment with you for next week to discuss the report in more detail, but you want to start thinking about it, collecting information, and making a tentative plan immediately.
III. You have been asked to conduct a survey of the company’s customers to help determine whether a new-model ski pole would likely sell well at the projected wholesale price. You have been given some samples of the ski pole to distribute to interested customers. The report will include your conclusions about whether or not the company should proceed with production of the ski pole.
IV. Your spouse has just been transferred and you are moving to another city. You would like to continue to work for TrailPro Sports, since you believe you can continue to perform all of your required job functions capably by telecommuting. You will need to write a report for senior management proposing this arrangement and asking for approval.
V. You come up with an idea for improvements to the design of a ski binding manufactured by TrailPro. You believe that your suggestions are practical and cost-effective and you want to present your design changes to your boss. However, your boss feels that the company should be spending more time and money marketing existing products and less on designing and improving existing ones.


21. Which format does the text recommend for your routine monthly production and sales report?

a. memo
b. e-mail
c. manuscript
d. template


22. When you write your report outlining the production and sales histories of several products and making recommendations about production schedules and quotas, what will make your report more believable?

a. You cite the sources you used when gathering data for your report.
b. You use very strong language in order to get your point across.
c. You base your recommendations on your personal opinions and demonstrate how strongly you feel about the issue.
d. You use only facts and evidence that support the side of the issue you favour.


23. What type of report would you use for your proposal to management asking to work from a different city?

a. progress
b. feasibility
c. information
d. justification/recommendation


24. According to the text, what is the main purpose of progress reports?

a. They monitor and present data about routine projects.
b. They provide data and information but do not analyze it.
c. They tell management whether non-routine projects are on schedule.
d. They condense the primary ideas, conclusions, and recommendations of longer reports or publications.


25. After you meet with your boss the following week, you begin to gather data for your report. Which of the following statements is the best guide to help you decide what kind of data to collect and how to do so?

a. Company files and records will likely be unsatisfactory sources, because they do not normally contain verifiable facts.
b. The most effective sources are those that include verifiable facts and information.
c. You will avoid doing surveys or interviews because they are too time consuming.
d. Your personal observations are not effective or relevant, since you cannot be objective.


26. What method of organization might you use for your Findings section that describes customers’ opinions on whether the new-model ski pole would sell at wholesale prices?

a. chronological
b. alphabetical
c. topical
d. most important to least important


27. You need to prepare several different kinds of reports in your position with TrailPro Sports. For which report would you use an informal report-writing style?

a. a report to your boss telling him some of the interesting new products you saw at a trade show you recently attended, which featured many new ski products
b. an annual report submitted to the board of directors and shareholders of your company
c. a report outlining the production and sales histories of several products and making recommendations about production schedules and quotas
d. a report describing your marketing strategy for a new product that the company will launch next year


28. You have been sent an e-mail attachment containing a report of TrailPro’s production and sales figures of January 2013, which should serve as a template for you to create this month’s sales report. What type of report have you just received?

a. summary
b. information
c. justification
d. recommendation


29. Which format would be most appropriate for a summary report for your immediate supervisors?

a. letter
b. memo
c. digital
d. prepared form


30. Which advice given in the text would you follow when you write your report proposing that you keep your job while living in a different city?

a. Discuss the advantages of the plan as well as possible problems and present solutions for these problems.
b. Announce your plan immediately.
c. Present only information with no analysis.
d. Organize your report using the direct pattern.


31. Which of the following would you write as an analytical report?

a. your report summarizing what you learned at a trade show you recently attended that featured many new ski products
b. your proposal intended to convince your boss to consider the new ski bindings you designed
c. the email attachment you received with the proceedings and action points of a meeting that took place at TrailPro’s semi-annual general meeting last week
d. your routine monthly production and sales report


32. You come up with an idea for a new ski binding that you want to submit to your boss, who feels that the company should be concentrating on marketing existing products, not developing new ones. How should you organize your report proposing modifications to the design of the ski binding?

a. introduction, findings, summary
b. problem, facts, discussion, recommendation
c. problem, recommendation, facts, discussion
d. purpose, summary, work in progress, forecast of future activities


33. How will your report for your boss about the trade show you attended differ from your proposal asking to be allowed to work from a different city?

a. The two reports will differ significantly in tone, style, and degree of formality.
b. You will need to use different formats for the two reports.
c. You will need to make different choices about delivering the report by e-mail, online, in person, by mail, or by fax.
d. Your conclusions and/or recommendations will appear in a different place in each report.


34. What should you do first when you begin to write the report?

a. define the project
b. begin conducting research
c. analyze the audience
d. gather data


35. Which situation might require a justification/recommendation report?

a. an employee request for on-site child care
b. a report presenting monthly sales figures for all divisions
c. a report by a committee preparing for an open house when a new building is completed
d. a report by a consultant evaluating and presenting findings concerning a potential department merger


36. What does the text recommend you should do in the beginning of a progress report?

a. Discuss the work in progress, and any personnel and activities involved.
b. Identify any problems in the work being completed.
c. Identify the purpose and nature of the report.
d. Suggest possible solutions for any issues delaying the work.


37. To present the results of your survey of customer reaction to the new ski pole design, what kind of report should you write?

a. minutes
b. summary
c. progress
d. recommendation


38. According to the text, what can you assume as you begin to think about the report your manager has asked you to prepare presenting the company’s current inventory and anticipated production for all ski models?

a. It will be presented in writing rather than orally.
b. You don’t need to concern yourself with the problem that has prompted your manager’s request.
c. Your manager will not expect your report to be clear and polished, since report-writing is a skill that you aren’t expected to possess.
d. You can begin to collect information but, until you have more detail, you can’t decide on a structural format or an organizational pattern of your report.


39. What type of report will you write when you propose your idea for a new ski binding design for TrailPro?

a. minutes
b. summary
c. information
d. justification/recommendation


40. When should you use the indirect organizational pattern to structure your report?

a. in your routine monthly production and sales report
b. in your report presenting the results of a survey you conducted to gauge customer response to a new ski pole
c. in your report summarizing what you learned at a trade show you recently attended that featured many new ski products
d. in your proposal intended to convince your boss that you could perform your work satisfactorily by telecommuting


Enter the appropriate word(s) to complete the statement.


41. When a report will be discussed in a presentation, it will likely be in  ___________________________ format.


42. In a report using ____________________ organization, the recommendations and conclusions are presented first so that readers have a frame of reference for the following discussion and analysis.


43. Before you write a(n) ____________________________ report, you will need to read the source material carefully so that you understand it.


44. A(n) _______________________ writing style is normally used when a report is written for a familiar audience or company insiders.


45. __________________________ research will gather information from such sources as books, journals, newspapers, government documents, and the Internet.


46. Company Spending in 2013 is an example of a(n) ____________________ heading.


47. ________________________ reports keep the reader up-to-date on a specific project and anticipate future activities.


48. ____________________________ reports determine if a plan is practical.


49. The ____________________ of a meeting record such things as attendees, discussion points, announcements, motions, and the outcome of any votes on those motions.


50. The ______________________ section of a report will explain why you are writing and offers a preview of the findings.
Indicate whether the statement is true or false.


1. Social intelligence can be more difficult to acquire than etiquette.

a. True
b. False


2. The way you pronounce words reflects your personality and your mood more than any other aspect of your voice.

a. True
b. False


3. If colleagues senior to you call you by your first name, it’s okay to go ahead and do the same with them.

a. True
b. False


4. When offering criticism, you should try to avoid two-way communication because it can stifle progress and confuse the listener.

a. True
b. False


5. A productive business meeting often begins with an agenda that lists topics to be discussed and an estimate of time to be spent on each item.

a. True
b. False


6. If criticism is fair and accurate, agree and apologize, because the sooner you do so the more likely others will respect you.

a. True
b. False


7. You should always have your cell phone on in order to receive extremely important calls.

a. True
b. False


8. Employers generally hire, value, and promote employees who have both hard and soft skills.

a. True
b. False


9. If a conflict results from a trivial matter, the best way to handle it may be to avoid it.

a. True
b. False


10. The text suggests sitting a dysfunctional group member beside the leader of the group.

a. True
b. False


11. Working in teams eliminates frustration and increases productivity and employee satisfaction.

a. True
b. False


12. In Canada, speakers and listeners prefer a variety of pitch patterns.

a. True
b. False


13. Because today’s business world is more complex than in the past and demands more highly developed technical skills, professional polish is becoming less important.

a. True
b. False


14. Effective team members achieve their goals by competing with other team members.

a. True
b. False


15. You should generally use face-to-face communication when resolving conflict.

a. True
b. False


16. A memory hook is an association you develop between a person you’ve just met and something else, such as an object, animal, or colour.

a. True
b. False


17. It is acceptable to make a joke that one co-worker finds inappropriate if your other co-workers find it funny.

a. True
b. False


18. Keeping confidential information confidential demonstrates diligence and collegiality.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


19. Karla, an accounts receivable manager, receives a report from a team that she asked to investigate the latest accounts receivable techniques and software. She is disappointed when she reads it because the team has not done enough research and the report’s recommendations are confusing and not supported by details or explanations. She considers responding with the following comments, but then decides that only one would be constructive. Which comment is the best example of constructive criticism?

a. You should always pay more attention to detail.
b. You and your team did a great job. Congratulations.
c. I don’t understand a thing about this report. Learn to write better.
d. Next time, we’ll need to explain the effects better before we provide recommendations.


20. William has offered his advice to one of his new co-workers regarding the annual company fundraiser next week. He has taken the time to explain the expected attire and dinner etiquette for this special event. Which of the dimensions of professional behaviour mentioned in the text does William display?

a. tolerance and tact
b. reliability and responsibility
c. appearance and appeal
d. honesty and ethics


21. According to the text, which communication channel is the most effective?

a. e-mail
b. phone call
c. written proposal
d. face-to-face conversation


22. Which of the following statements best expresses one of the text’s central ideas about professionalism?

a. Most employers are more concerned with employees’ “hard skills” than whether or not they behave professionally.
b. Professional behaviour is so poorly defined that it is pointless to worry about it.
c. The term professional behaviour is difficult to define and can be confusing.
d. Most people share a common definition and understanding of what constitutes “professional behaviour.”


23. Morgan, Karla’s boss, discovers that the report Karla delegated to members of her department is not yet ready for his review. He criticizes Karla for not checking on the progress of the report earlier. What is the best way for Karla to respond to her boss’s criticism?

a. Listen, paraphrase, and clarify what is being said.
b. Try to focus only on positive feedback.
c. Prepare a thoughtful response to the criticism while he is speaking.
d. Defend her position so that her boss understands her point of view.


24. Your company selects a team to redesign the company’s online ordering procedures. According to the text, which of the following would most likely result in an effective team and a successful project?

a. The company chooses team members who are similar in age, ethnicity, gender, and skills because they will form a cohesive team and will understand one another better.
b. Twenty-five members are chosen for the team because larger numbers will bring more perspectives on the project.
c. Team members share leadership; the team operates democratically.
d. The team consists of members who avoid confrontation so there is no conflict to hamper the process.


25. You are forming a task force that will make an important decision about stock options for employees. According to studies done at 3-M Corporation, what is the ideal number of employees you should include on your task force?

a. at least ten
b. five or fewer
c. the ideal number depends on the situation
d. at least one employee representing every department or division


26. Which of the following strategies would be most likely to promote positive workplace relations?

a. Appreciate and recognize good work.
b. Use nicknames with all colleagues to encourage a team-like atmosphere.
c. Make negative comments about your boss only to those in lower, not higher, positions than you.
d. Keep up to date with politics and controversial issues so you can discuss these topics knowledgeably at workplace events.


27. Samir Prada arrives 20 minutes late for a meeting with five colleagues. He explains that on his way to the meeting, he met a friend from another department. Since they hadn’t talked for a few days, they stopped to chat. The group has already made a decision about one of the tasks they have been assigned, but Samir wants the others to back up and reconsider their decision. Samir’s behaviour illustrates that he needs to be more knowledgeable or careful about one of the following terms related to professional behaviour discussed in the text. Which terms is it?

a. polish
b. soft skills
c. civility
d. social intelligence


28. Which of the following statements is FALSE about the benefits of teamwork?

a. Teamwork often leads to increased morale among the members when they are successful.
b. Team members feel a decreased sense of risk and an increased sense of shared responsibility.
c. Team members working for the same company always cooperate with each other and find common ground.
d. Decisions are usually better received because the members of the team are more likely to support their decisions together.


29. According to the text, which is the most accurate statement about workplace conflict?

a. Conflict will not occur in a productive, professional workplace.
b. Avoidance may be the best response for some conflict situations.
c. It’s okay to leave a conflict unresolved as long as those involved avoid each other.
d. Workplace conflict is always negative and can seriously damage a company’s image.


30. Morgan feels that his team of copywriters is working too slowly as a result of distraction among the writers. He decides that the most effective way to motivate them to increase their pace is to suggest that they work independently and offer an incentive to the writer who produces the best copy. What response pattern discussed in the text did Morgan choose?

a. compromise
b. accommodation/smoothing
c. avoidance/withdrawal
d. competition/forcing


31. During a presentation, a speaker concentrates on saying words correctly and clearly. What aspect of her voice is she trying to control?

a. rate
b. tone
c. pitch
d. pronunciation


32. Lindsey has been experiencing both personal and professional issues with one of her superiors. She has decided to seek advice from HR in order to avoid any conflict that might damage her reputation and professional relationship with the company. Which of the dimensions of professional behaviour mentioned in the text does Lindsey display?

a. tolerance and tact
b. reliability and responsibility
c. courtesy and respect
d. diligence and collegiality


33. Which of the following statements offers the best advice to follow when receiving telephone calls?

a. When answering someone else’s phone, give the person’s exact whereabouts.
b. When taking messages for others, repeat the spelling of names and verify telephone numbers.
c. Try to get callers off the phone quickly, as important calls may be coming through at the same time.
d. Avoid answering calls from unrecognized phone numbers.


34. Which of the following qualities is NOT considered a soft skill?

a. You are able to be optimistic about your own and others’ work, and are willing to make any improvements necessary to succeed.
b. You are well versed in your industry’s technical jargon and are able to perform your job duties.
c. You are comfortable in a work environment with diverse co-workers.
d. You display good workplace manners and are able to communicate effectively both verbally and nonverbally with your co-workers and superiors.


35. What does the text identify as the most important function of voicemail?

a. It provides message storage.
b. It allows you to screen your calls.
c. It provides automated attendance menus.
d. It eliminates unimportant personal chit-chat.


36. Your company wants to redesign the company’s online ordering procedures to make the process more efficient, accurate, and user-friendly. Which of the following is most likely to happen?

a. The Web Services department manager will likely redesign the procedures herself.
b. The company will select a team to collaborate on the project.
c. The person selected to complete the redesign will assume total responsibility and all the risk involved in the project.
d. The company will choose the person with the most experience to complete the project because employees will be more receptive to the solution.


37. During a presentation, a speaker ensures that she is dynamic, avoiding a monotone voice that might bore the audience. What aspect of her voice is she trying to control?

a. rate
b. pitch
c. volume
d. tone


38. If Karla and Morgan successfully work through the six steps for dealing with conflict described in the text, what will be the final step?

a. They will identify their individual interests and find common ground.
b. They will reach an understanding about what is fair.
c. They will both demonstrate that they care about their relationship.
d. They will show that they understand the other’s point of view.


39. Which of the following statements offers the best advice to follow when making business telephone calls?

a. Since the person you’re calling can’t see you, there’s no need to smile.
b. The responsibility for ending a call lies with the person who receives the call.
c. When you leave a voice mail message, leave only your name and number so that your call can be returned.
d. Before placing a call, jot down notes regarding all the topics you need to discuss.


40. What claim does the text make about the relationship between “etiquette” and “ethics”?

a. They refer to very different concepts; “etiquette” refers to polite behaviour, while “ethics” refers to behaviour that is just and moral.
b. “Etiquette” refers to actions, while “ethics” refers to beliefs.
c. “Etiquette” relates to being sensitive to others’ feelings while “ethics” relates to the outcome of our actions.
d. There is really very little difference between the two concepts.


41. Shelbi and Carlos are working on an important project together. They disagree on a fairly minor point about how to proceed. Neither Shelbi nor Carlos feels that an ideal solution is necessary. They will both benefit if they reach an agreement quickly and move on so that they can finish the project on time. What response pattern discussed in the text will they likely choose?

a. compromise
b. accommodation/smoothing
c. avoidance/withdrawal
d. competition/forcing


42. The team selected to redesign your company’s online ordering process is meeting. Sung, who is leading today’s meeting, knows that at last week’s meeting Denton tended to interrupt other team members and to monopolize the conversation. Anna, on the other hand, contributed very little, even when her body language indicated that she was unhappy with a comment or decision. Which of the following is probably the best strategy for Sung to use as he leads the meeting?

a. Ask all members to contribute their ideas in a specific order.
b. Make almost constant eye contact with Denton so that he knows you are paying attention to him even when he isn’t speaking.
c. Wait until Denton interrupts and then reprimand him for not waiting his turn.
d. Make group members take responsibility for ensuring that everybody has an equal voice in the meeting.


Enter the appropriate word(s) to complete the statement.


43. _________________ typically develops during a meeting when people feel unheard or misunderstood.


44. Changing the ________________________, or the stress that you place on different words, can change the meaning you are expressing.


45. ___________________________ may be the best approach to resolving conflict when both parties stand to gain, when a predetermined “ideal” solution is not required, and when time is short.


46. _____________ ____________ (two words) are groups of people who work interdependently with a shared purpose across space, time, and organization boundaries using technology.


47. In order to be _________________________, criticism should be specific and focus on the behaviour rather than the person.


48. When employees demonstrate ___________________, they are willing to share their expertise.


49. The popularity of __________ __________ (two words) results from its ability to serve many functions, including storing messages.


50. One way to improve your __________________ is to read aloud from well-written newspapers.


51. A(n) __________ _________ (two words) list is a list of important but divergent issues that arise during a meeting but that should be addressed at a later time.


52. The text defines _______________________ skills as a cluster of personal qualities, habits and attitudes, communication skills, and social graces that are important for success in the workplace.
Indicate whether the statement is true or false.


1. You should limit your résumé to one page whether or not the company you are sending it to uses scanning software.

a. True
b. False


2. When preparing a PDF version of your résumé, you will be able to make changes to it very easily.

a. True
b. False


3. An example of an effective career objective is To obtain a position in advertising where I can gain experience in the field and increase my level of skill and expertise.

a. True
b. False


4. A summary of qualifications should include three to eight bulleted statements that prove you are the ideal candidate for the position.

a. True
b. False


5. Your résumé emphasizes what you have done; your cover letter emphasizes what you can do for the employer.

a. True
b. False


6. You shouldn’t waste your time contacting companies that have no current job listings.

a. True
b. False


7. Electronic means of searching for employment have totally replaced traditional methods.

a. True
b. False


8. The increase in job listings on the Internet has made personal contacts less important.

a. True
b. False


9. Experts don’t always agree on the best length for a résumé.

a. True
b. False


10. When you are expecting a call from a prospective employer, it’s important to answer your cell phone only when you are in a quiet environment.

a. True
b. False


11. While searching for a job, you should focus mainly on applying to company sites because very few jobs can be found through networking.

a. True
b. False


12. Résumés using the functional style are most appropriate for people who have had minimal work experience but have demonstrated relevant skills.

a. True
b. False


13. The first reader of your résumé may be a computer.

a. True
b. False


14. If you use the chronological style for your résumé, you should emphasize the skills section more than any other and place it at the beginning of your résumé.

a. True
b. False


15. If you aren’t sure who in the company will be reading your résumé, you should call the company to find out.

a. True
b. False


16. The goal of preparing a persuasive résumé is to obtain an interview.

a. True
b. False


17. In the closing of a cover letter, suggest reader benefits or review your strongest points while asking for a job.

a. True
b. False


18. Job seekers often complain about employment sites because their postings tend to be out of date and it can be difficult to stand out among the other applicants.

a. True
b. False


19. The text suggests employing some of the top 10 buzzwords in your résumé because they are proven to be effective.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


Human Resources
Sarah Guo will complete two years of college in April and graduate with a diploma in human resources. She is ready to begin searching for full-time employment. Sarah has held several part-time, temporary positions while attending high school and college, but this will be her first permanent position. She has taken many courses in human resources as well as a variety of general business, communications, and optional courses. She hopes to find a job with a medium-sized or large firm somewhere in British Columbia, preferably in or near Vancouver, where she has lived since she was born.


20. Sarah is trying to decide whether to create an online e-portfolio. Which of the following cautions does the text offer about e-portfolios?

a. Many employers find e-portfolios tasteless and overly boastful.
b. If you don’t use good judgement, your e-portfolio can be embarrassing.
c. Only candidates in a few fields, such as writers, models, artists, and graphic artists use e-portfolios.
d. E-portfolios are impractical for all but a small percentage of candidates who have the necessary knowledge, resources, and Web site space.


21. What would be the most effective statement of Sarah’s career objective for her résumé?

a. to obtain an entry-level position in accounting
b. to work for a company that provides good benefits and room for advancement
c. to obtain an accounting position with responsibilities in accounts payable, accounts receivable, and payroll
d. to obtain a challenging position where I can use my skills and abilities and practise what I learned in my college program


22. Which of these does the text identify as the first step that Sarah should take in the employment process?

a. Develop an effective résumé to send to prospective employers.
b. Locate job openings at desirable companies.
c. Research salary and benefits packages in the human resources field.
d. Assess her personal interests and qualifications.


23. Which is the best opening sentence for the cover letter Sarah is writing in response to an advertised job opening?

a. I read your advertisement for a human resources administrative assistant, which appeared in the careers section of The Globe and Mail on October 19, with great interest.
b. I would be an ideal fit for the position you advertised last week.
c. Please consider me for a position in your human resources department.
d. Do you need an energetic, resourceful employee in your human resources department?


24. One of Sarah’s classmates advised her that it’s very common for job seekers to embellish their education and experience on their résumés, as long as it’s truthful. According to the text, which of the following self-promotion tactics is the most ethical?

a. List every academic and professional award you have been granted, including the source and the year of the award.
b. State that you have graduated from any university where you have completed coursework.
c. Create more impressive job titles for previous jobs that you think employers will overlook.
d. Imply that you held one position over one full year if the position only lasted a few months.


25. When Sarah accepts a job and begins her new career, what can she look forward to in today’s workplace?

a. She will continue to use the job skills that she possesses when she is hired for the foreseeable future.
b. She will follow a clearly defined, predictable career path.
c. She may change careers three times and change jobs more than seven times in a lifetime.
d. She will be employed in a permanent position and have more job security than in the past.


26. According to the text, which information is most appropriately included in Sarah’s résumé?

a. employed part time, 2002–2007, Domino’s Pizza: 6785-126 Ave. Surrey, BC
b. demonstrated superior efficiency and customer service skills by winning the Domino’s Pizza 2009 “Hop-to-it” award for most valuable employee
c. Canadian Social Insurance Number: 765-854-236
d. graduated from St. Benedict High School, Surrey, BC, 2007


27. Which is the best closing sentence for the cover letter Sarah is writing in response to an advertised job opening?

a. I am confident I would find a position with your company rewarding.
b. If you have further questions, please feel free to call me at your convenience.
c. To add a well-trained, knowledgeable human resources administrative assistant with proven analytical and communication skills to your team, call me at (555) 555-1234 to arrange an interview.
d. I would like to request an interview on Tuesday, March 11th at 10:00 a.m. I am looking forward to meeting you and telling you all about my skills, background, and experience.


28. Sarah wants to use her résumé for three different purposes: she wants to be able to submit it to recruiters in printed form, she wants recruiters to be able to transfer it easily to a company’s electronic résumé database, and she wants to be able to e-mail it and post it online. What will Sarah most likely have to do?

a. Save three different versions of the same résumé.
b. Write three different résumés from scratch.
c. Use the same font and formatting for all three purposes.
d. Create one version of her résumé to use for all three situations.


29. Sarah is writing the “Education” portion of her résumé. She follows the advice she remembers reading in Essentials of Business Communications, the text she used in the business communications course she took last year. Which of the following does she decide to do?

a. She gives course descriptions of the most relevant courses she took.
b. She lists relevant seminars and workshops as well as the colleges she attended.
c. She indicates that she has a diploma from every college where she completed coursework.
d. She lists her elective courses in addition to her core program courses to highlight her personal interests.


30. Which description of capabilities and skills will increase the effectiveness of a résumé?

a. managed many employees’ tasks
b. made sure employees communicated effectively
c. I am quite knowledgeable about this company’s communications policies.
d. supervised 40 employees on all internal and external communication projects


31. Sarah begins to write her résumé, emphasizing her part-time employment and relevant coursework. How long will Sarah’s résumé be?

a. One page, which is most appropriate for an entry-level position.
b. Three pages, which is most appropriate for a senior-level management position. .
c. Four pages, to give a detailed account of Sarah’s educational and professional experience.
d. The length of her résumé isn’t very important; employers welcome all types of applications.


32. According to the text, which strategy will Sarah probably find most effective when organizing the parts of her résumé?

a. ending her résumé with the heading “Work Experience” or “Employment History”
b. beginning her résumé with the heading “Summary of Qualifications”
c. using a maximum of six headings to organize the information in her résumé
d. including a career objective stating that she is looking for an entry-level position.


33. According to the text, what is the most important thing Sarah can do to create a résumé that is customized to apply for a particular position?

a. Limit the length of her résumé to one page.
b. Post a copy of her résumé online.
c. Print her résumé on high-quality bond paper using a good laser printer.
d. Emphasize skills and achievements that target a particular job and company.


34. Which of the following résumé sections will most likely appear on Sarah’s résumé after the main heading?

a. Experience
b. Education
c. Awards and Activities
d. References


35. Sarah has decided to use a wide variety of resources to increase her chances of finding a suitable position. According to the text, which of the following is likely to be the greatest source of hires?

a. She creates a LinkedIn account to make connections with potential employers and other people in her chosen career.
b. She checks the job openings listed on individual company Web sites.
c. She asks a previous employer from her summer internship to make an internal referral for a more permanent position.
d. She has checked the listings on Workopolis and has signed up for its free biweekly newsletter offering advice to job-seekers.


36. How could Sarah strengthen the Work Experience section of her résumé?

a. She could describe her work experience using bulleted lists beginning with action verbs.
b. She could include full addresses for all employers she has listed in her résumé.
c. She could describe all job duties in detail for the part-time positions she held.
d. She could omit the dates of her work experience because the jobs she held were temporary and part-time.


37. Sarah has a friend who also received his diploma just last spring and who is also applying for a permanent job. She asks to see the résumé he has written. She notices that he hasn’t included “Career Objective” as a heading. Instead, he has included a different heading near the top which, according to the text, illustrates a major change in résumés over the last decade. What heading has he likely included instead of Career Objective?

a. Cumulative GPA
b. Personal Information
c. Capabilities and Skills
d. Summary of Qualifications


38. Because she has held only summer and part-time jobs, Sarah creates an effective résumé that highlights her skills and accomplishments rather than her employment history. What style does she use for her résumé?

a. Her résumé is set up in the functional style.
b. Her résumé lists her work history job by job, starting with her most recent position.
c. Her résumé describes her skills and accomplishments in detail, so it is four pages long.
d. Her résumé doesn’t list her previous jobs, because they don’t relate to the job she is seeking.


39. Sarah is wondering how to handle the list of people who have given her permission to name them as references. Which of the following would probably be her best decision?

a. She doesn’t have very many references at this point, so she includes a reference that isn’t totally positive.
b. She includes the line References available upon request at the end of her résumé.
c. She doesn’t include a list of references in her résumé since they are not normally necessary to secure an interview.
d. She includes several personal and character references along with her professional references.


Enter the appropriate word(s) to complete the statement.


40. The _________________ of a cover letter applying for an advertised job opening should identify the position very precisely, as well as the name and date of the publication where the advertisement appeared.


41. You should include your contact information in the ________________ of your cover letter to motivate action from the reader.


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


43. A smart job seeker can maximize the number of __________________ that a computer program will recognize (increase the number of “hits”) by incorporating words from the advertisement or job description in a résumé.


44. When preparing a résumé for e-mailing, you may be asked by the recruiter to save it as a(n) _______________ file.


45. A job seeker with little work experience but relevant certifications, skills, and coursework should start a résumé with a summary of _________________.


46. If you decide not to include a(n) ______________ ______________ (two words) in your résumé, you need to be sure to discuss your work-related goals in your cover letter.


47. Students who have little work experience should write a cover letter that spotlights their ______________ and how they can apply it to a specific job.


48. Some organizations might request you to input your résumé information into their company _______________ to allow for quicker searches of qualified candidates.


49. Although recruiters and applicants complain about _____________ ______________ (two words), they are useful for gathering job-search information about things such as résumés, salaries, and interview tips.
Indicate whether the statement is true or false.


1. Before an interview, you should prepare and practise “success stories” and find places to insert them during the interview.

a. True
b. False


2. A skilled interviewer will expect you to be at least slightly nervous going into the interview and will try to put you at ease.

a. True
b. False


3. When you arrive on time for an interview and greet the receptionist politely, you are sending positive nonverbal messages.

a. True
b. False


4. If you are taken off-guard by a prospective employer’s call, say hello politely but apologize for the noise.

a. True
b. False


5. During a sequential interview, you should sell your qualifications to each interviewer and try to keep your responses sounding fresh.

a. True
b. False


6. Interviewers will likely want to know why you want this particular position with this organization.

a. True
b. False


7. If you find out ahead of time that the company has a casual dress code, you should dress casually for the interview so that you’ll be comfortable and look like you fit in.

a. True
b. False


8. If a question on a job application asks for the name of the position you desire, it’s best to keep your options open by answering Anything or Open.

a. True
b. False


9. During an interview, the candidate and the interviewer have the same goals: to minimize the faults and emphasize the strengths of the candidate.

a. True
b. False


10. It is okay to initiate a handshake when you enter an interview. Doing so demonstrates confidence and professionalism.

a. True
b. False


11. During an interview, you should speak positively about your previous employer.

a. True
b. False


12. It is legal for an interviewer to ask you where you were born.

a. True
b. False


13. Many recruiters have admitted to not hiring a candidate because of something they found online.

a. True
b. False


14. Interviews conducted through videoconferencing are much better than traditional face-to-face interviews because they save time and have all the benefits of face-to-face interviews.

a. True
b. False


15. A panel interview is normally conducted by several members of an employer’s human resources department.

a. True
b. False


16. Tell me about a time when you had to go above and beyond the call of duty is an example of a question intended to gauge your interest.

a. True
b. False


17. Group interviews are usually conducted to measure a candidate’s leadership skills.

a. True
b. False


18. Since all interviews are different, it is impossible to prepare answers to questions you might be asked.

a. True
b. False


19. Once you have decided to leave your current job, you may want to give more notice than the standard two weeks if your position is at the management level.

a. True
b. False


20. Once you have asked your questions, you should signal the end of the interview by standing up and thanking the interviewer.

a. True
b. False


Indicate the answer choice that best completes the statement or answers the question.


21. Success stories demonstrate your capabilities and how you may be useful to the company. Which of the following employment success stories should you avoid in an interview?

a. You encountered a conflict between your colleagues and successfully diffused the situation.
b. You were regularly referred to as the most social and approachable employee in the office.
c. In a given week, you were assigned several high-priority tasks and were able to successfully complete all of them on time.
d. You demonstrated leadership and cooperation when you were asked to work in a team.


22. During your interview, a member of the interview panel looks at your transcript and asks whether you feel that your grade point average accurately reflects what you are capable of. What is the interviewer’s purpose for asking this question most likely to be?

a. to discover how you respond to being challenged or made uncomfortable
b. to explore your accomplishments
c. to understand why you applied for this particular position
d. to test your thought processes and logical thinking


23. If an interviewer asks for one or more letters of recommendation from your references, which of the following would probably be the most effective strategy?

a. Contact your references to ask them to write letters of recommendation, but don’t appear pushy by making any suggestions about the contents of the letter.
b. Let your references know that they can write the recommendations at their convenience.
c. Write a letter of recommendation yourself and send copies to your references that they simply have to sign.
d. Send a message to your references with details of the position, its requirements, the deadline, and reminders of positive experiences and/or accomplishments.


24. Which of the following will probably be most helpful in preparing for a job interview?

a. Check out and, if necessary, clean up any online information that an employer might perceive as negative.
b. Research the target company only if it is a large one; you likely won’t find useful information about a small company.
c. Avoid preparing and rehearsing personal success stories because most interviewers don’t respond well to arrogant candidates.
d. Practise avoiding or deflecting questions about problem areas on your résumé.


25. An interviewer asks you to tell her about a time when you worked successfully as part of a team. Which of the following would be your best response?

a. Respond with a story about how much fun you had when you travelled to Vancouver with your hockey team to play in a tournament.
b. Tell the interviewer that you think teamwork is a very important skill and you are looking forward to meeting and working with new colleagues.
c. Tell the interviewer that you have many success stories about working in teams.
d. Tell a story that you prepared using the STAR technique.


26. Which of the following questions is an interviewer legally entitled to ask?

a. What is your maiden name?
b. Are you legally entitled to work in Canada?
c. If we offer you this job, can your husband transfer or find a new job in this city?
d. Have you ever received worker’s compensation?


27. An interviewer asks you to describe your accomplishments in each of your past jobs. Which of the following would be the best response?

a. Explain that since you are just graduating, you have had only two unskilled part-time jobs in the past that didn’t allow you to accomplish a great deal.
b. Emphasize personal strengths and attributes that employers valued, such as the fact that you were never late, you were always available for extra shifts when needed, and you never missed a day of work.
c. Respond by talking enthusiastically about how much you will accomplish if you are hired for this position.
d. Be honest and admit that other candidates probably have more experience and have accomplished more.


28. An employer calls you to offer you a job. You thank him/her and explain politely that you have decided not to accept the offer. Following the advice in the text, what should you do after you hang up?

a. Send a brief text message to confirm your decision so that there is no risk of misunderstanding.
b. Quickly turn your attention and energy to finding a more suitable job.
c. Write a sincere, thoughtful letter explaining briefly why you are refusing the offer.
d. Write a letter explaining in detail the undesirable aspects of the job such as the inadequate salary, unreasonable hours, or undesirable job duties.


29. What advice does the text give about answering salary questions on a job application form?

a. Name a salary higher than you can realistically expect so the employer knows you have high self-esteem.
b. Name an unrealistically low figure to show that you are eager to work for the company.
c. Do your research so you can reply with a realistic salary range for the position.
d. Give an exact dollar amount and explain in detail how you arrived at that figure.


30. You have applied for several positions and are expecting a response from one or more of the potential employers. Which of the following is the best advice to follow?

a. Make sure that others who may answer the phone are aware of your job search and the importance of answering the telephone politely and taking accurate messages.
b. Be sure to answer your cell phone immediately, no matter where you are, so that you won’t miss a call.
c. Always answer phone calls in person, since most employers dislike leaving voice mail messages.
d. Make sure to check your e-mail messages several times during the day, since most employers choose to contact applicants by email.


31. An interviewer asks Where do you expect to be five years from now? Which would be the best response to this question?

a. I would like to be president of the company. This shows ambition and drive.
b. In five years, I would like to have your job. This shows you admire the interviewer and respect his or her position within the company.
c. I would like to contribute to the organization and advance to a management position. This shows you want to grow with the company.
d. I would like to have my own business. This response shows leadership and entrepreneurial spirit, which are highly valued skills.


32. During your interview, one member of the interviewing panel asks you a question. You aren’t sure how to answer because you’re not sure you understand the question. What would be the best response?

a. Demonstrate confidence by answering the question immediately based on your best guess about what the interviewer means.
b. Ask another member of the panel to repeat the question.
c. Apologize for not being as knowledgeable in that area as you should be and ask the interviewer to explain the question in detail.
d. Say I want to make sure I understand the question. Rephrase the question in your own words, and then ask Do I understand you correctly?


33. According to the text, which type of interview will allow you to meet individually with two or more interviewers over the course of several hours?

a. stress interview
b. panel interview
c. one-on-one interview
d. sequential interview


34. If an interviewer asks you about a weakness, what is the best way to answer the question?

a. Respond by saying that you don’t have any significant weaknesses.
b. Try to turn a particular weakness into a positive selling point.
c. Explain why you have not managed to overcome a particular weakness.
d. Be truthful and list all of your weaknesses then defend each of them.


35. A large accounting firm has invited you for an interview. Robert Kootenay, the person who called you, tells you that he will be one of a panel of interviewers. What would be the most useful strategy to use when preparing for the interview?

a. Try to keep Robert on the phone long enough to get a good idea of what he and the other panel members see as the most desirable quality in a candidate.
b. Practise taking charge of the interview while treating the interviewer with respect.
c. Remind yourself to remain calm, slow the interview down, and consider your answers carefully.
d. Try to find some basic biographical information about each panel member.


36. Which of the following is the most important advice for ending an interview positively?

a. Tell the interviewer you will call in three or four days to see if a decision has been made.
b. Mention that you need to have a decision very quickly because you have several more interviews scheduled for very appealing jobs.
c. Review your strengths, thank the interviewer, and ask what action will follow.
d. Apologize for being nervous and admit that you didn’t present yourself very well.


37. Which of the following would be the most important action to take after leaving an interview?

a. Go home and revise your résumé.
b. Write down key points that were discussed, the names of people you spoke with, and other details of the interview.
c. Stop and chat with the receptionist to see if you can get some inside information about other candidates.
d. Send an e-mail message to the interviewer(s) asking for tips for presenting yourself more effectively at your next interview.


38. An interviewer asks you why you want to work for this company. Which of the following would be your best response to this question?

a. I’ve applied everywhere and really need this job.
b. I am very impressed by the benefits package you offer employees.
c. I am interested in using my skills and experience to obtain a career in the accounting field.
d. During my research on your company, I was impressed with your outstanding customer service record.


39. What advice does the text give about managing your online presence during the hiring process?

a. Gain as many friends as possible on social networking sites.
b. Avoid posting anything that could be seen negatively.
c. Make it known that you are seeking a new job so your potential employer sees that you are serious.
d. Post your résumé to your social networking sites.


40. What does the text identify as the primary purpose of most hiring/placement interviews?

a. to give the interviewer(s) a general sense of your personality
b. to “weed out” candidates who won’t proceed to the next phase of the interview process
c. to make candidates more comfortable when they are interviewed in person
d. to allow the interviewer(s) to make a final hiring decision


41. Which of the following techniques should you employ when responding to behavioural questions?

a. Respond by asking a series of questions about the company to show your interest in the position.
b. Provide as little detail as possible to ensure that you don’t say anything that seems unprofessional.
c. If you are unable to recall a work-related response to the question, tell a personal story instead.
d. Describe the situation or task, what action you took, and what the results were.


Enter the appropriate word(s) to complete the statement.


42. If you don’t get the job and you think it would have been perfect for you, you should send a(n) __________________ follow-up letter.


43. _________________ interviews are often conducted to decide which applicants to bring in for face-to-face interviews.


44. ______________ interviews occur when a company interviews several candidates at the same time.


45. In addition to what is on your résumé and what you say during an interview, ________________ messages also create powerful impressions on people.


46. You should prepare and practise ________________ ________________ (two words) that demonstrate your positive qualities and achievements.


47. What are your weaknesses? is an example of a(n) __________________ question.


48. _________________ interviews are conducted by several interviewers over a period of time, typically by your future hiring manager, supervisor, or colleagues.


49. You can expect interviewers to ask questions about _________________ areas on your résumé.


50. Once you have completed your interview, you should inform your _____________________ that they may soon be contacted by the employer.


51. You should not feel pressured to answer any questions that might lead to _____________________, such as How much do you weigh?