1Which of the following statements best reflects the "you" attitude? DA)If you want your order, you have to pay us first.B) We will send you the merchandise as soon as we receive your check for $25C)We need a check from you for $25 so that we can send the merchandise by May 15.D)You will have your merchandise by July 15 if you send us your check for $25 today.E)You failed to enclose a check for $25D) You will have your merchandise by July 15 if you send us your check for $25 today.2Select the sentence with the best "you" attitude EA)Your application failed to meet our requirementsB) Because your application was poorly written, we cannot accept itC)When we receive an application that is professional, we can act on your request.D)How can you expect us to understand this sloppy application?E)Once your application is complete, you should receive a response within two weeksE) Once your application is complete, you should receive a response within two weeks.3It is best to limit your use of the word "You'' in business messages if EA) you are filling your audiences informational needs.B)you are trying to make a saleC)your organization prefers an informal, personal styleD)you know your audience wellE)using it will make your message sound overly authoritative or accusingE)using it will make your message sound overly authoritative or accusing4When it comes to using the "you" attitude EA)You should avoid it completely in intercultural communicationB)it is really no more complicated than using the word "you" as much as possibleC)cultural differences are not a concern, since it is universally acceptableD)you should assume that members of high-context cultures will find it offensiveE)it is important to recognize and accommodate cultural differencesE)it is important to recognize and accommodate cultural differences5In business communication, good etiquetteA) indicates respect for the audience and minimizes negative emotional reactionB)now means nothing more than responding promptly when others contact youC)is important only when communicating with older individualsD)is important, but only in formal written messagesE) is not a major concern, as long as you get your point acrossA)indicates respect for the audience and minimizes negative emotional reaction6In part because of limited for feedback, written communication and most forms of electronic communication require __________ than oral communicationA)Less careB)Less formalityC)Shorter sentencesD)Fewer NounsE)More TactE) More Tact7When delivering negative news,A)it is important to look for positive points that will foster a good relationship with your audienceB)don't waste time trying to emphasize the positive- your audience will see right through itC)being blunt is always bestD)there is no way around being negative in your wording or toneE)you should always be positive and upbeat, even if what you say or write sounds insincere at firstA)it is important to look for positive points that will foster a good relationship with your audience8Select the sentence with the most positive emphasisA)we will complete the process audit by FridayB)we haven't completed the process auditC)because Joan's inaccurate figures on the Haymen project, we are not finished with the process auditD)we wish we could finish this interminable auditE)we failed to complete the process audit on timeA)we will complete the process audit by Friday9When you are criticizing or correcting, it is best toA)focus on what the audience members can do to improveB)enlist a partner to echo and affirm your negative commentsC)single out the guilty audience members as an example for everyone else to learn fromD)emphasize the audience's mistakes so that they will not make the same ones againE)be honest and call attention to the audience's failures or shortcomingsA)focus on what the audience members can do to improve10A euphemism is a word or phrase that isA)difficult to understandB)general or abstract in meaningC)a milder term for one with negative connotationsD)possibly offensiveE)highly technicalC)a milder term for one with negative connotations11Which of the following is a euphemism?A)cheapB)oldC)worn outD)usedE)pre-ownedE)Pre-Owned12The title ChairmanA)Should be used only when referring to a man, and chairwoman when referring to a womanB)is now obsolete, and should always be replaced with chairspersonC)is best when referring toa man or to a married woman, but chairwoman is best for single womanD)is sometimes used to refer to a woman who heads a board of directorsE)is acceptable when referring to men, but chairlady is preferable for womenD)is sometimes used to refer to a woman who heads a board of directors13The preferred title for a women in business is _____, unless the individual requests otherwise.A)MadamB)Mrs.C)Mme.D)MissE)Ms.E)Ms.14If you must refer to someone's disability, the best wording would beA)a handicapped employeeB)an employee with physical handicapsC)a crippled employeeD)any of the above-all are equally effectiveE)none of the above-all are equally offensiveB)an employee with physical handicaps15Using the term crippled in business communication is an example ofA)disability biasB)emphasizing the positiveC)the "you" attitudeD)bias-free languageE)none of the aboveA)disability bias16To help establish credibility with your audience, you shouldA)be ,modest and deferentialB)use hedge words ("maybe" "perhaps") to demonstrate your knowledge that no issue is fully cut and driedC)simply state up front that you know more about your topic than they doD)impress them with a long list of your accomplishmentsE)show that you are confident and that you believe in yourself and in your messageE)show that you are confident and that you believe in yourself and in your message17Using endorsements to gain credibility with your audienceA)rarely works, since most see it as a blatant sales pitchB)can be an effective strategy, as long as your audience views the person making the endorsement as an expertC)makes you seem desperate and untrustworthyD)is effective only when your audience is hostileE)is fine for commercials and advertisements, but not otherwiseB)can be an effective strategy, as long as your audience views the person making the endorsement as an expert18Using hyperbole when offering praise to fellow employees HyperboleA)is less effective than pointing out specific qualities that warrant praiseB)shows that you truly mean what you sayC)bolsters your credibility by showing that you are results-orientedD)is effective as long as you know the employee(s) wellE)is a great way to show them how much you appreciate their workA)is less effective than pointing out specific qualities that warrant praise19In business messages, using phrases such as, "We trust that this will resolve the issue"A)is a good way to show your modestyB)requires care, since it can take away from the writer's credibilityC)displays common courtesyD)is acceptable for very formal contextsE)is generally ineffective unless a potential sale is involvedB)requires care, since it can take away from the writer's credibility20Your communication ________ involves the choices you make to express yourself- the words you select, the manner in which you use those words in sentences, and the way you build paragraphs from individual sentencesA)ClimateB)ToneC)MediumD)DialectE)StyleE)Style21________refers to the overall impression of your messagesA)ToneB)StyleC)ClimateD)MediumE)DialectA)Tone22The best tone for most business messages isA)InformalB)PassiveC)Very FormalD)Happy-Go-LuckyE)ConversationalE)Conversational23The casual, acronym-laden language used in a text messaging and IM isA)a good way to display your technical savvy to coworkers and managersB)the new standard for business writingC)generally considered inappropriate and unprofessional in businessD)accepted and even appreciated among todays busy professionalsE)none of the aboveC)generally considered inappropriate and unprofessional in business24Which of the following is not an example of pompous language? pompous language()A)Henceforth, we fully expectB)We are in receipt ofC)Please let us knowD)We wish to inform youE)Please be advisedC)Please let us know25Using humor in business messages isA)usually not effective for formal and intercultural messagesB)an effective way to build strong relationships with international clientsC)appropriate for external messages, but never for internalD)expected in virtually every professionE)none of the aboveA)usually not effective for formal and intercultural messages26Plain language is a style of writing plain languageA)inappropriate for business communicationB)used only for casual correspondenceC)used in industry to describe products and technical issues, but never in professional settingsD)designed to make information more understandable to the audienceE)aimed primarily at readers for whom English is a second languageD)designed to make information more understandable to the audience27Which of the following sentences contains the strongest and most effective wording?A)Perusal of budgetary figures reveals that a 12 percent reduction in operations is called for if we are to stave off a negative impact on profitsB)Having dissected the latest budget figures, it is clear to me that we have a real need to re-examine our priorities and revamp the budget along the lines I have suggested hereinC)We need to cut the operating budget by 12 percent or profits will plummetD)Given the parameters of the situation, the most propitious choice would be to make adjustments in certain budget areasE)Someone's going to need to do some budget cutting around here or heads will rollC)We need to cut the operating budget by 12 percent or profits will plummet28Identify the voice in the following sentence, "Based on negative client feedback, the marketing department abandoned the campaign."A)ActiveB)PassiveC)VocativeD)DativeE)State of beingA)Active29Using the active voice is helpful when youA)need to avoid personal pronouns in order to create an objective toneB)want to be diplomatic in pointing out a problem or errorC)want to point out what's being done without taking or attributing either the credit or the blameD)want to make your writing more direct, livelier, and easier to readE)are unsure what action the subject of your sentence will takeD)want to make your writing more direct, livelier, and easier to read30Using the passive voice makes sense when youA)want to emphasize the subjectB)want your sentence to be easier to understandC)want to be diplomatic in pointing out a problem or error diplomaticD)need to make your sentences shorterE)are unsure what action the subject of the sentence will takeC)want to be diplomatic in pointing out a problem or error 31In business messages, errors in grammar and usageA)can be annoying, but are only a concern for external audience membersB)are no longer an issue thanks to the spelling and grammar checking features of word processing softwareC)are expected since everyone is busyD)cause you to lose credibility with your audienceE)none of the aboveD)cause you to lose credibility with your audience32The connotative meaning of a word is connotative A)the same as its denotative meaningB)its dictionary meaningC)all the associations and feelings the word evokesD)its literal meaningE)its objective meaningC)all the associations and feelings the word evokes33Which of the following words are the most abstract? A)kick, move, walkB)two, contract, performanceC)productivity, quality, motivationD)building, machine, templateE)software, code, signalD)building, machine, template34Software, database, and websites are ________ words.A)None of the aboveB)PassiveC)ConcreteD)ActiveE)AbstractC)Concrete35"It's not all fun and games" is one example of (Clich)A)Passive voiceB)JargonC)BuzzwordsD)A clicheE)A complex sentenceD)A cliche36"Although our servers are stable, the telephone system is a serious concern" is aA)CompoundB)simple-compound sentenceC)compound sentenceD)compound-complex sentenceE)SimpleE)Simple37"Insurance premiums have increased, and cost-of-living raises have not kept up" is a ______ sentenceA)CompoundB)Simple-CompoundC)ComplexD)Compound-complexE)SimpleA)Compound38Which of the following is a compound sentence?A) Interest rates are low, and now is an excellent time to buy a homeB) Because interest rates are low, now is an excellent time to buy a homeC)Interest rates are lowD)Low interest rates make this an excellent time to buy a homeE)With interest rates low, now is an excellent time to buy a homeA)Interest rates are low, and now is an excellent time to buy a home39A complex sentence consists ofA)two or more independent clauses along with all modifying phrasesB)two independent clauses joined by a coordinating conjunctionC)words that are hard to understandD)one main thought and one or more subordinate thoughtsE)a single subject and a single predicate plus any modifying phrasesD)one main thought and one or more subordinate thoughts40You can emphasize key points byA)using extra words to describe themB)making important ideas the subject of the sentenceC)placing them at the beginning or end of a sentenceD)adding a second, short sentence to highlight your pointE)doing all of the aboveE)doing all of the above41To downplay a dependent clause in a complex sentence, you shouldA)place it at the beginning of the sentenceB)use plenty of slang in your wordingC)place it at the end of the sentenceD)place it in the middle of the sentenceE)set it off with a semicolonD)place it in the middle of the sentence42A typical paragraph contains the three basic elements ofA)the main idea, supporting ideas, and evidenceB)strengths, weaknesses, and opportunitiesC)a problem, discussion, and a solutionD)simple, compound, and complex sentencesE)a topic sentence, support sentence, and transitional words and phrasesE)a topic sentence, support sentence, and transitional words and phrases43In business writing, the topic sentence of a paragraphA)should always be written in the passive voiceB)may be implied rather than statedC)is of minimal importanceD)is generally explicit (rather than implied) and is often the first sentence in the paragraphE)should be very general, and not specifically related to the paragraph's actual contentD)is generally explicit (rather than implied) and is often the first sentence in the paragraph44Words such as "nevertheless," "however" "but" and "therefore"A)introduce modifiersB)are useful for making transitionsC)occur only in complex sentencesD)are called pointer wordsE)are examples of pompous, stale languageB)are useful for making transitions45A paragraph that focuses on the reasons why some event has occurred is developed according to which method?A)cause and effectB)problem and solutionC)comparison and contrastD)augmentationE)illustrationA)cause and effect46When you want to develop a paragraph by showing how a general idea is broken into specific categories, which of these methods would you use?A)ClassificationB)IllustrationC)Cause and EffectD)GeneralizationE)Comparison and ContrastA)Classification47To ensure a consistent look for all company documents, many organizations provide employees with approvedA)Style Sheets B)MacrosC)SpreadsheetsD)Autocompletion SoftwareE)Mail merge softwareA)Style Sheets48Boilerplate is A)A standard block of text used in multiple documents to ensure consistency and improve efficiencyB)a euphemism for fake silverC)a machine used in professional printingD)a piece of computer hardware used to increase modem speedE)a list of most-used email addressesA)A standard block of text used in multiple documents to ensure consistency and improve efficiency49Unlike style sheets and templates, _______ address(es) the overall look and feel of a page or screen, including color palettes and background imagesA)AutocorrectB)BoilerplateC)ThemesD)Style SetsE)File MergeC)Themes50Which type of software features inserts a ready-made block of text when you type the first few characters?A)AutocorrectionB)Mail mergeC)AutoeraseD)Machine translationE)Autocompletion E)Autocompletion