Chapter 02 Aplia Assignment

A The director of customer service, who was recently promoted, was not aware of the fact that accounting had made the switch to an automated invoice generation process.

B The director of customer service was unaware that accounting had automated billing.

Question #11

For each pair of the following sentences, identify the selection that best uses plain English and familiar words.

A Linda’s innate ability to create a complex work plan in a short amount of time has provided her with lucrative and plentiful career opportunities.

B Linda’s expert planning skills have helped advance her career.

Question #12

The office hallways are being painted; please stay out of the way of the _____ .

A workers

B workmen

Question #13

An empathetic, audience-focused professional will strive to use bias-free language.
Select the most bias-free and grammatically correct choice to complete each sentence.
Each employee must register _____ vehicle with parking services.

A his or her

B his

C their

Question #14

The clarity and tone of a message are improved when you use positive and courteous language.
Choose the best revision for the following sentence.
If you take the wrong strategic approach, you will fail.

A With the correct strategic approach, you will succeed.

B Don’t make the wrong choice, or you will mess up your strategy.

C Take the right approach, or you’ll certainly fail.

Question #15

Determine which sentence has achieved a casual, yet professional tone.

A Let’s meet at 1:00 today to review the report.

B There are errors in this report again. Please get to my office ASAP to discuss how to fix them!

Question #16

Which one of the following selections uses a conversational but professional tone?

A Janice, please implement the solution we discussed last week.

B GR8 news. The hag in marketing got fired.

C Due to increasingly present vicissitudes in the market, this writer will be employing several corrective actions.

Question #17

Which of the following selections effectively use the “you” view.

A Thank you for your letter regarding your CRB2 home entertainment center.

B We know you enjoyed your online shopping experience and will want to tell all your friends about it.

C I’m requesting that all of our valued customers complete the customer satisfaction survey.

D You are invited to take advantage of our professional development workshops.

E All of these

Question #18

Adapting your message to the task and audience requires empathy, which means putting yourself in the other person’s shoes. Empathetic senders consider how the receiver will decode the message and try to find the most appealing tone and professional language to deliver the message.
Read the following message, and determine if it is sender focused or audience focused.
We want you to come back. If you are satisfied, you’ll come back, and we will continue to be profitable. Tell us about your experience, so we can be the best.
Is the preceding message sender focused or audience focused?

A Sender focused

B Audience focused

Question #19

Assume you just wrote the following e-mail message to a colleague about scheduling a meeting.
Dear Jim,
Thanks for lunch. I had a great time, and we accomplished a lot. Those pictures of your kids are adorable.
Listen, I wanted to see if we could schedule a meeting with the big boss for Friday to go over the survey plan we made at lunch. Could you try to set something up when you both are available? I can be free any time on Thursday or Friday. Those pictures of your kids are adorable.
Before sending the message, it occurs to you that your e-mail will probably be forwarded to your supervisor.
What will you need to change to make the message appropriate for both a colleague and your supervisor?

A Make the message more formal, remove the personal discussion, and give more specifics about the survey plan.

B Describe what you had for lunch and what the kids look like in detail.

C Give a complete summary of the survey plan in case your colleague has forgotten what you talked about.

Question #20

Read the following scenario, and answer the questions.
The financial services department of your company offers a competitive leadership program. After screening and interviewing all applicants, the selection committee has chosen to extend an invitation to Kailee Davalos and Matt Rightson. You have been asked to invite Kailee and Matt to participate in the leadership program.
Who might be the secondary audience for your message to Kailee and Matt?

A The customer service department

B Matt’s and Kailee’s friends and family

C Your boss

D All of them

Question #21

Read the following scenario, and answer the questions.
The financial services department of your company offers a competitive leadership program. After screening and interviewing all applicants, the selection committee has chosen to extend an invitation to Kailee Davalos and Matt Rightson. You have been asked to invite Kailee and Matt to participate in the leadership program.
Kailee and Matt will most likely have a positive _____ response to the message you send.

A positive

B negative

C neutral

Question #22

Read the following scenario, and answer the questions.
The financial services department of your company offers a competitive leadership program. After screening and interviewing all applicants, the selection committee has chosen to extend an invitation to Kailee Davalos and Matt Rightson. You have been asked to invite Kailee and Matt to participate in the leadership program.
Which communication channel would be most appropriate?

A Instant message

B Phone call

C Formal report

D Face-to-face meeting

Question #23

Read the following scenario, and answer the questions.
The financial services department of your company offers a competitive leadership program. After screening and interviewing all applicants, the selection committee has chosen to extend an invitation to Kailee Davalos and Matt Rightson. You have been asked to invite Kailee and Matt to participate in the leadership program.
Should the tone for this message be formal or informal?

A Formal

B Informal

Question #24

Technology and competition continue to accelerate the pace of business; thus, business writers switch to increasingly faster means of communication. Consider the following scenario, and determine if a faster communication channel would be more appropriate.
Marianna is writing a letter to a customer informing him that Flannery Electronic will not be able to replace his defective stereo because the warranty has expired.

A Marianna has chosen the correct channel.

B Marianna should call the customer.

C Marianna should send the message as an e-mail.

Question #25

Consider the following situation and choose the most appropriate communication channel.
You are preparing the program for a shareholder’s meeting. You realize that you don’t know what title the keynote speaker would prefer. Is it Miss, Ms., or Mrs.? Or maybe she would prefer no title at all. You need to get the program to the printer in the next hour, and the keynote speaker is currently online. What’s the best way to confirm her proper title?
You should use:

A An instant message

B A wiki

C An e-mail

D A videoconference

Question #26

Read the following scenario, and answer the questions.
We strive to make all of our customers feel satisfied with their video game purchases, so we invite you to exchange “Gods of Parnassus” for another video game from our large inventory. Although we are unable to offer refunds for opened games, we believe you will be able to choose a suitable replacement. As you may have read on the box label or in the game guide, “Gods of Parnassus” features flashing lights that may cause epileptic seizures in rare instances. You may want to check the warning labels on any future purchases to ensure a safe and enjoyable gaming experience.
What is the secondary purpose of this message?

A To rebuild the customer’s goodwill

B To sell more video games

C To provide a refund

Question #27

A To apologize to a customer

B To direct a customer to customer service

C To refuse a refund

D To file a complaint

Question #28

In order to craft effective business messages, beginning writers should follow the writing process closely. The first step in this process is to analyze the purpose and audience of the message.
Why is it important to identify the purpose of your message before you start writing?

A To impress your associates

B To establish goodwill

C To determine how to present your message

D To impress your boss

E all of these

Question #29

Spending the appropriate amount of time on the writing process is important.
Choose the correct answer to complete the following sentence about the writing process.
Experts suggest that _____ of your time should be spent on the prewriting phase.

A 25 percent

B 50 percent

Question #30

Revising is the third stage of the writing process.
Identify the step in the revision process that corresponds with the following description.
As you read through the draft of your message, you consider whether parts of your message should be rearranged to make your point more effective.

A Proofreading

B Editing

C Evaluating

Question #31

The second phase of the writing process is when you draft your message.
Choose the appropriate step in the drafting phase to complete the sentence.
You gather data on standard hiring practices for a report needed by the HR department. You notice similarities and trends that you would like to highlight. You sit down at your computer and consider how you will order and present the data most persuasively.
This is the _____ phase of the writing process.

A researching

B organizing

C drafting

Question #32

The first phase of the writing process is prewriting.
Identify the step in the prewriting process that corresponds with the following description.
You prepare notes for a staff meeting to present potential solutions to the lingering problem. You consider several key agenda items to include.

A Adapting

B Analyzing

C Anticipating

Question #33

Following a systematic plan for the preparation of an e-mail, memo, letter, or oral presentation will make the composition process easier and will help you create more effective business messages. The writing process for business messages includes prewriting, drafting, and revising.
Which of the following are steps involved in the revising phase of the writing process?

A Proofreading

B Analyzing

C All of these

D Researching

E Editing

F Evaluating

Question #34

Using a systematic process and practicing writing can help a business writer become better at which writing skills?

A Focusing on the concerns of the audience

B Being entertaining

C Focusing on the writer’s thought process

D Being purposeful

E All of these

Question #35

In business messages, the quantity of words enhances the quality of the message.

A False

B True

Question #36

Identify which of the objectives of business writing is not being met in the following message.
Jeanine, I want you to write the report because I’m too tired, and I want to go spend time with my family. Plus, you are a better writer than I am.

A Audience oriented

B Economical

C Purposeful

Question #37

Writing in a business environment differs from other types of writing. In professional settings, written messages and oral presentations should be purposeful, economical, and audience oriented.
Identify the correct business writing objective for the following description.
Present your ideas in a clear and concise manner.

A Persuasive

B Economical

C Purposeful

D Audience oriented

Question #38

Identify the appropriate step in the communication process.
Missy Sanchez sends her coworkers a thank-you note for the generous retirement gift.

A Sender encodes message

B Sender has an idea

C Receiver decodes message

D Feedback travels to sender

E Message travels over channel

Question #39

Identify the appropriate step in the communication process.
Dr. Pendelton listens to an oral status report from his research partner.

A Sender has an idea

B Sender encodes message

C Receiver decodes message

D Feedback travels to sender

E Message travels over channel

Question #40

Identify the appropriate step in the communication process.
At the executive board meeting, Elena presents her proposal to use nontraditional distribution channels.

A Receiver decodes message

B Message travels over channel

C Feedback travels to sender

D Sender encodes message

E Sender has an idea

Question #41

Communication is the transmission of information and meaning from one individual or group to another. The central objective of communication is to transmit meaning. The communication process is generally defined in five steps: sender has an idea, sender encodes the idea in a message, message travels over a channel, receiver decodes the message, and feedback travels to sender. Complete the sentence with the most appropriate choice.
The form that _____ take may be influenced by frame of reference, culture, and background.

A channels

B ideas

Question #42

Communication is the transmission of information and meaning from one individual or group to another. The central objective of communication is to transmit meaning. The communication process is generally defined in five steps: sender has an idea, sender encodes the idea in a message, message travels over a channel, receiver decodes the message, and feedback travels to sender. Complete the sentence with the most appropriate choice.
Encoding is the process of converting ________ into words and gestures.

A ideas

B symbols

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Fresh Grad Lands Job as Real Estate Agent With Help from Professional Writers

Chapter 02 Aplia Assignment

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