Chapter 02 Aplia Assignment

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

C Be sure that you educate yourself as to how to speak with a measured pace and articulation.
Learn to speak slowly and clearly.

D 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.
Be sure that you educate yourself as to how to speak with a measured pace and articulation.

Question #11

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.
The chair of the committee must submit ______ vote last.

A their

B his or her

Question #12

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.
The ___________ are well prepared in case of an emergency.

A stewardesses

B flight attendants

Question #13

The clarity and tone of a message are improved when you use positive and courteous language. Choose the best revision for the following sentence. You made a data entry mistake in Column G, Row 3.

A Fix the mistake you made in Column G, Row 3.

B Please review and correct the data in Column G, Row 3.

C Column G, Row 3 is wrong. Fix it.

Question #14

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

A We will send your order as soon as we have confirmed the sizes you need.

B The affected party cannot process the order indicated below until sizes are indicated.

Question #15

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

A Hi, yeah, why don’t you start the PD stuff we talked about.

B We are going to take action in response to recent market fluctuations.

C The actionable items indicated in the council’s corporate conference report demonstrate a particular need for a minimization of organizational dictatorial mandates.

Question #16

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

A You are invited to take advantage of our professional development workshops.
Thank you for your letter regarding your CRB2 home entertainment center.

B I’m requesting that all of our valued customers complete the customer satisfaction survey.
You are invited to take advantage of our professional development workshops.

C Thank you for your letter regarding your CRB2 home entertainment center.
We know you enjoyed your online shopping experience and will want to tell all your friends about it.

D We know you enjoyed your online shopping experience and will want to tell all your friends about it.
I’m requesting that all of our valued customers complete the customer satisfaction survey.

Question #17

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. Your satisfaction is important to us. Please share your thoughts and comments on how we can improve your dining experience.
Is the preceding message sender focused or audience focused?

A Sender focused

B Audience focused

Question #18

Assume you just wrote the following e-mail message to a subordinate about a presentation.
Hey Marilyn,
Nice work on that presentation. I’m going to send a copy to the CEO to show off your creativity. Congratulations to you and your team.
Speaking of teams, I’m sending a recommendation to Human Resources. Your leadership during the presentation really shows, and you deserve a promotion for all that hard work. A team is only as good as its leader, after all.

Before sending the message, it occurs to you that your e-mail will probably be forwarded to other subordinates.
What will you need to change to make the message appropriate for both a subordinate and other subordinates?

A Make the message even more friendly and informal but focus only on congratulating the team.

B Focus on congratulating the team using each individual’s name and use a more formal tone. Send news about the promotion recommendation in a separate e-mail.

C Start with the promotion discussion and use a more formal tone.

Question #19

Read the following scenario, and answer the questions.
You work in the customer care division at Flannery Electronics. Mr. Gallegos, a longtime customer, is experiencing a problem with his home theater system and has submitted a letter requesting that Flannery Electronics either fix or replace his system at no cost. Unfortunately, Mr. Gallegos’s customer service and factory warranties expired three months ago. You must write to Mr. Gallegos and inform him that Flannery will be unable to honor his request.

Who might be the secondary audience for your message to Mr. Gallegos?

A The police, Your boss

B Mr. Gallegos’s friends and family who might also be customers, The police

C Mr. Gallegos’s friends and family who might also be customers, Your boss

Question #20

Mr. Gallegos will most likely have a negative ________ response to the message you send him.

A positive

B negative

Question #21

Which communication channel would be most appropriate?

A Instant message

B Letter

C Face-to-face meeting

D Phone call

Question #22

Should the tone for this message be formal or informal?

A Informal

B Formal

Question #23

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 should send the message as an e-mail.

B Marianna has chosen the correct channel.

C Marianna should call the customer.

Question #24

Consider the following situation and choose the most appropriate communication channel.
You are the director of marketing for a nationwide chain of stores. Sales are flat, and something must be done quickly to restore shareholders’ faith in the company. You need to discuss marketing strategies with the district managers for all of the regions in the chain as soon as possible. How can you communicate with all of them efficiently?
You should use:

A a face-to-face group meeting

B a video- or teleconference

C e-mails

D memos

Question #25

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 provide a refund

B To rebuild the customer’s goodwill

C To sell more video games

Question #26

A To file a complaint

B To direct a customer to customer service

C To apologize to a customer

D To refuse a refund

Question #27

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.
As you first begin the composition process, which of the following questions should you ask yourself? Check all that apply.

A What do I hope to achieve by sending this message?
Will the audience listen to me?

B Should this be an e-mail or a memo?
What do I hope to achieve by sending this message?

C Why am I sending this message?
What do I hope to achieve by sending this message?

D Do I really want to write this message?
Why am I sending this message?

Question #28

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 revising phase.

A 25 percent

B 50 percent

Question #29

Revising is the third stage of the writing process.
Identify the step in the revision process that corresponds with the following description.
You read through your message and decide whether it achieves your purpose.

A Evaluating

B Editing

C Proofreading

Question #30

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. As you review your draft you find you need more information in a key area. This action should have been done in the researching ____________ phase of the writing process.

A researching

B drafting

Question #31

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 Anticipating

B Analyzing

C Adapting

Question #32

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 prewriting phase of the writing process?

A Researching, Analyzing, Adapting

B Anticipating, Analyzing, Drafting

C Anticipating, Analyzing, Adapting

D Editing, Analyzing, Adapting

Question #33

True or False: Business messages should stretch ideas to make the message appear longer.

A TRUE

B FALSE

Question #34

Identify which of the objectives of business writing is not being met in the following message.
I see that there appears to be an absolutely unfamiliar potential client requesting to converse with you in the upcoming afternoon interval. Would you prefer that I reject his request because you are already experiencing an overload of professional work demands?

A Persuasive

B Purposeful

C Economical

Question #35

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. Look at the problem from the perspective of the audience instead of your own.

A Persuasive

B Audience oriented

C Purposeful

D Economical

Question #36

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

A Receiver decodes message

B Sender encodes message

C Sender has an idea

D Feedback travels to sender

E Message travels over channel

Question #37

Identify the appropriate step in the communication process:
Rehanna decides to propose a cost-saving reorganization of the company’s client database.

A Message travels over channel

B Receiver decodes message

C Sender has an idea

D Feedback travels to sender

E Sender encodes message

Question #38

Identify the appropriate step in the communication process.
Mr. Algazi provides the information his client has requested through a voice message.

A Sender encodes message

B Receiver decodes message

C Feedback travels to sender

D Message travels over channel

E Sender has an idea

Question #39

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 #40

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 process of translating ideas into words that will convey meaning is referred to as

A decoding

B encoding

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Chapter 02 Aplia Assignment

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