Chapter 02 - Planning Business Messages

Questions, Answers, and Rationales

Question 1. Communication is defined as "the transmission of information and meaning from a sender to a
receiver." The crucial element of this definition is _______.
a. transmission
b. information
c. meaning
d. individual
Answer: c
Rationale: Communication is successful only if meaning is exchanged, making "meaning" the crucial element.
Information can be sent, but if the receiver is not able to understand it, then true communication has not
occurred.

Question 2. The communication process begins when the sender _______.

a. determines the appropriate communication channel
b. has an idea
c. encodes an idea into a message
d. plans for feedback
Answer: b
Rationale: The communication process begins when the sender has an idea.

Question 3. Converting ideas into words or gestures to convey meaning is called _______.
a. feedback
b. decoding
c. encoding
d. nonverbal communication
Answer: c
Rationale: The second step of the communication process involves encoding, converting ideas into meaningful
words or gestures.

Question 4. A communication channel _______.

a. is anything that interrupts the transmission of a message
b. should be selected before idea formation
c. includes only digital means for transmitting messages
d. is the medium over which the message travels
Answer: d
Rationale: The medium over which the message travels is the channel.

Question 5. Which of the following helps improve the communication process?

a. The sender selecting the best communication channel
b. The receiver decoding the message
c. The receiver providing clear and complete feedback
 d. The sender encoding the message
Answer: c
Rationale: Receivers help improve the communication process by providing clear and complete feedback on
whether the message was received and understood.

Question 6. The process of translating a message from its symbol form into meaning is called _______.
a. feedback
b. decoding
c. encoding
d. noise
Answer: b
Rationale: The fourth step of the communication process involves decoding or translating the message from its
symbol form into meaning.

Question 7. Communication noise _______.

a. occurs only with the sender in the communication process
b. includes only environmentally produced sounds that prevent the message from being transmitted
c. is anything that interrupts the transmission of a message
d. describes the medium over which the message travels
Answer: c
Rationale: Anything that interrupts the transmission of a message is called noise. Channel noise may range
from a weak Internet signal to sloppy formatting and typos in written messages. It can even include the
annoyance a receiver feels when the sender chooses an improper channel.

Question 8. Feedback can be improved by _______.

a. showing greater empathy
b. speaking more loudly
c. delivering the message in person
d. timing the delivery appropriately
Answer: d
Rationale: Feedback can be improved by timing the delivery appropriately and by providing only as much
information as the receiver can handle.

Question 9. Communication is successful only when _______.

a. verbal feedback has been sent to the receiver
b. the sender encodes the idea and transmits the message
c. verbal and nonverbal feedback have been sent to the receiver
d. the receiver understands an idea as the sender intended it
Answer: d
Rationale: The communication process is successful only when the receiver understands an idea as the sender
intended it.

Question 10. Which one of the following statements about the communication process is correct?
 a. The use of digital networks as a means to transmit messages is declining in today's workplace.
b. Because the meanings of words are the same among people, participants in the communication process
need not worry about their word selection or usage.
c. Only senders are affected by their mood, frame of reference, background, or culture.
d. Feedback helps the sender know that the message was received and understood.
Answer: d
Rationale: Feedback helps the sender know that the message was received and understood. Senders can
encourage feedback by asking "Am I making myself clear?" or "Is there anything you don't understand?"
Receivers can improve the communication process by paraphrasing the sender's message.

Question 11. The primary purpose for sending business messages is typically to inform or persuade. A
secondary purpose should be to _______.
a. earn a promotion
b. create documentation for legal purposes
c. sell a product
d. promote goodwill
Answer: d
Rationale: In addition to informing or persuading, a business message should aim to promote goodwill with the
audience.

Question 12. When preparing a business message, you should make your writing audience oriented. Audience
oriented means _______.
a. writing to solve a problem or convey information
b. attempting to get your audience to believe and accept your message
c. presenting ideas clearly but concisely
d. concentrating on looking at the message from the receiver's perspective
Answer: d
Rationale: Business messages are audience oriented when the writer concentrates on the reader's perspective.
The other skills listed are also important qualities of your business writing, but they do not represent audience
orientation.

Question 13. Business writing should be purposeful. In this context purposeful can best be defined as _______.
a. presenting ideas clearly and concisely
b. concentrating on the receiver's perspective instead of your own
c. solving problems and conveying information
d. getting your audience to believe and accept your message
Answer: c
Rationale: Business writing should be clear, concise, and written from the receiver's perspective. However,
"purposeful" identifies the reason for the writing, which is to solve a problem or convey information.

Question 14. Business writing should be economical. In this context economical can best be defined as
_______.
a. presenting ideas clearly and concisely
b. concentrating on the receiver's perspective instead of your own
 c. solving problems and conveying information
d. getting your audience to believe and accept your message
Answer: a
Rationale: Business writing should solve a problem, use the appropriate channel, and be written from the
receiver's perspective. However, "economical" identifies the qualities of conciseness and clarity.

Question 15. The first phase of the writing process involves analyzing the audience and your purpose for
writing, anticipating your audience's reaction to your message, and _______.
a. investigating background information
b. composing your message
c. adapting your message to the audience
d. looking for previous company documents on the topic
Answer: c
Rationale: Many beginning writers forget to complete Phase 1: analyze the audience and purpose, anticipate
audience reaction, and adapt the message to the audience.

Question 16. Adapting your message to the audience involves _______.

a. thinking of the right words and tone to use in your message
b. rewriting your message several times to ensure it is clear
c. selecting the best research to incorporate within the message
d. conducting a thorough audience analysis
Answer: a
Rationale: The last step in the prewriting phase involves adapting your message to the audience, which requires
thinking of the right words and tone to use in your message. Adapting occurs after analyzing the audience, but
before researching and revising.

Question 17. During the second phase of the writing process, you conduct research, _______.
a. clarify the audience demographics, and edit word choices
b. anticipate audience reaction, and adapt the message
c. organize ideas, and compose the message
d. evaluate message effectiveness, and revise as needed
Answer: c
Rationale: During the drafting stage, you will research and organize your message; then you compose the
message. Developing knowledge of the audience occurs in the first stage (prewriting), and evaluating and
editing occur in the final stage (revising).

Question 18. In the final phase of the writing process, check the message for clarity and readability, proofread
for errors, and _______.
a. evaluate for effectiveness
b. assess the cost of the selected delivery channel
c. solve the problem
d. forward the document to the publishing department
Answer: a
Rationale: The last step of the writing process is evaluation, deciding whether your message accomplishes your
goal.

Question 19. According to writing experts, approximately what percentage of time should you spend on the
prewriting phase of a business message?
a. 90 percent
b. 50 percent
c. 25 percent
d. 5 percent
Answer: c
Rationale: Plan to spend one quarter of your time on prewriting, which includes analyzing your audience,
anticipating your audience, and adapting to your audience.

Question 20. Experts say that writers should spend the most time in the ____ stage of the writing process.
a. prewriting
b. drafting
c. revising
d. thinking
Answer: c
Rationale: Beginning writers often neglect the last phase of the writing process: revising for clarity,
conciseness, tone, and readability. The best messages require extensive revision to meet the audience's need and
the purpose of the message.

Question 21. Before Melissa organizes and composes her message, she should ask two questions: (1) Why am I
sending this message? and (2) _______.
a. Why did my boss give this task to me?
b. What do I hope to achieve with this message?
c. How can I get this message written as quickly as possible?
d. Do I have enough time and financial resources to complete the work?
Answer: b
Rationale: As you compose a workplace message, ask yourself, "Why am I sending this message?" and "What
do I hope to achieve with this message?" Your responses will determine how you organize and present your
information.

Question 22. One technique that improves business writing is the use of empathy, which allows you to adapt the
message to the readers' needs. An abbreviation that you should keep in mind to help you do this is _______.
a. FIFO
b. ROI
c. WIIFM
d. FYI
Answer: c
Rationale: Every message you write should begin with the notion that your audience is thinking WIIFM
(What's in it for me)?
Question 23. Lindsay is writing a property description for a new real estate brochure. To make her brochure
more effective, Lindsay should anticipate her audience. This means she _______.
a. identifies the property's outstanding traits and describes them clearly
b. concentrates on the price and value of the property
c. writes using familiar words and a friendly, informal tone
d. considers what the readers are like and how they will react to the message
Answer: d
Rationale: When anticipating an audience, Lindsay should consider what the readers are like and how they will
react. This will assist her in writing a description of the property and benefits that appeal to her audience.

Question 24. Profiling the audience for a business message helps the writer _______.
a. identify the appropriate tone, language, and channel
b. guarantee that the audience will respond positively to the message
c. select slang the audience will recognize and appreciate
d. create a perfect first draft
Answer: a
Rationale: Profiling the audience helps the writer to develop a document with appropriate tone and language
and to select an appropriate channel. Unfortunately, profiling will not eliminate the need for revision or
guarantee that the audience will respond positively to the message.

Question 25. Travis must determine the appropriate channel for an important business message. In this context
channel refers to the _______.
a. individuals who will receive the message
b. degree of formality required
c. medium through which the message is sent
d. tone and approach needed to accomplish his purpose
Answer: c
Rationale: The channel refers to the medium through which Travis will send his message.

Question 26. Media richness refers to _______.

a. a message's impact on the company's bottom line
b. how much a communication channel costs the company to use
c. the extent to which a channel represents all of the information available
d. the receiver's actions upon receiving the message
Answer: c
Rationale: Media richness describes the extent to which a channel or medium recreates or represents all the
information available in the original message. A richer medium such as a face-to-face conversation permits
more interactivity and feedback. A leaner medium such as a proposal presents a flat, one-dimensional message.

Question 27. As Human Resources Manager, Claire must inform Anthony that company job changes will
require him to seek retraining or lose his position. The best channel for Claire to deliver this message is
_______.
a. an e-mail message
b. a face-to-face conversation
 c. a voice mail message
d. an instant message
Answer: b
Rationale: The best channel for the delivery of bad news, such as the potential loss of employment, is face-to-
face communication. Good news, such as bonus pay for performance, could be delivered through e-mail, voice
mail, or instant messaging. Careful writers consider the type of message in selecting the channel.

Question 28. Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next
week's meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael
should _______.
a. send an e-mail
b. meet in person with each team member
c. call a team meeting
d. write a short team report
Answer: a
Rationale: E-mail is a better choice for routine announcements. Using individual meetings, a team meeting, or a
short report to announce the changed meeting time would be inefficient.

Question 29. When selecting a communication channel, you should follow two tips: use richer media for
persuasive or personal messages and _______.
a. use the richest media available
b. select the cheapest channel to reduce costs
c. never use digital media such as instant or text messaging on the job
d. consider what media is the easiest for you to use
Answer: a
Rationale: When choosing a communication channel, always use the richest media available, and employ richer
media for more persuasive or personal communications.

Question 30. The primary benefit of choosing a richer medium is that _______.
a. the message can be delivered more quickly
b. messages delivered with a richer medium require less preparation
c. the richer medium allows the sender to be more concise
d. the richer medium allows for greater interactivity and feedback
Answer: d
Rationale: Richer medium, such as face-to-face conversations or a live video chat, allow for greater
interactivity and feedback. Richer media enable the sender to provide more verbal and visual cues.

Question 31. Adaptation is the process of _______.

a. creating a message that suits the audience
b. impressing your audience with high-level diction and long sentences
c. sending feedback to the sender of a message
d. proofreading and editing a written message
Answer: a
Rationale: Adaptation is the process of creating a message that suits the audience. Skilled communicators adapt
their messages to their audiences by incorporating audience benefits, using the "you" view, and sounding
conversational but professional.

Question 32. One technique that improves business writing is the use of empathy. Empathy refers to _______.
a. using inclusive language to eliminate bias
b. putting yourself in the receiver's shoes to adapt the message to the receiver's needs
c. appealing to the audience by using a sender focus
d. formatting documents to meet business standards
Answer: b
Rationale: Empathy involves shaping a message so that it appeals to the receiver. Writers can do this by putting
themselves in the receiver's shoes.

Question 33. Which of the following sentences focuses on audience benefits?

a. We are very pleased to have you as our newest customer.
b. You can help us by sending us your payment immediately.
c. Register now to lock in your preferred travel dates.
d. Act quickly to help us meet our year-end goals.
Answer: c
Rationale: The sentence "Register now to lock in your preferred travel dates" focuses on audience benefits,
while the other sentences place more focus on benefits to the sender. Notice that in answer b (You can help us
by sending us your payment immediately), the message itself focuses on benefits for the sender rather than the
audience, even though it uses the pronoun “you”.

Question 34. One of the best ways to develop audience benefits is to use the "you" view, which _______.
a. means that all messages are written in the active voice
b. dictates that all sentences be written as commands
c. emphasizes second-person pronouns instead of first-person pronouns
d. uses slang and abbreviations to personalize the message
Answer: c
Rationale: Skilled communicators use the "you" view, which emphasizes second-person pronouns such as
"you" and "your" instead of first-person pronouns like "I," "we," "us," and "our."

Question 35. Jorge must inform Samantha that she is not eligible to have an August vacation for which she
recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in
denying Samantha's application?
a. I have not approved your August vacation because you applied too late.
b. We didn't receive your application early enough for the August vacation schedule.
c. Although the August vacation schedule is full, you may qualify for a vacation in September if you apply
now.
d. The August vacation schedule was posted in May. You should have consulted it earlier.
Answer: c
Rationale: Only "Although the August vacation schedule is full, you may qualify for a vacation in September if
you apply now" represents effective use of the "you" view. It shows the benefits (September vacation) to the
receiver without sounding accusatory.

Question 36. Business messages are most effective when they convey which type of tone?
a. Authoritative
b. Conversational
c. Inquisitive
d. Formal
Answer: b
Rationale: Most business messages replace conversation. That's why they are most effective when they convey
an informal, conversational tone.

Question 37. Which of the following sentences demonstrates conversational business writing?
a. Your return policy is the worst.
b. I am upset about your return policy.
c. Your return policy has provoked me to write this letter.
d. I kindly request that my purchase be refunded forthwith.
Answer: b
Rationale: The sentence that reflects conversational business writing is "I am upset about your return policy."
All other answer choices demonstrate either unprofessional (the worst) or formal language (provoked,
forthwith).

Question 38. Which of the following sentences is written in active voice?

a. You will be given your password upon completing the form.
b. We will provide your password after you have completed the form.
c. Your password will be given to you after you complete the form.
d. Errors were made in the report.
Answer: b
Rationale: Active voice is generally preferred in business writing because it is more direct and identifies who is
doing the acting. However, emphasizing "you" and de-emphasizing "we/I" sometimes results in passive voice.

Question 39. Which of the following is the best example of bias-free language?
a. Two firemen will collect the toy donations.
b. Every flight attendant must submit her security clearance card before boarding.
c. All managers and their wives are invited to Friday's cocktail party.
d. The servers at Cafe Divine are always professional.
Answer: d
Rationale: You can avoid gender-biased language by choosing alternate language for words referring to a man
or a woman (and his or her); in this case, servers is gender free.

Question 40. Positive language in business messages _______.

a. is an attempt to mislead readers
 b. conveys less information than negative language
c. grants the reader all requests or demands
d. tells what is and what can be done
Answer: d
Rationale: Business messages that use positive language tell what "is" and what "can be done" without granting
the reader all requests or demands. As a result, positive language improves the clarity and tone of a message and
conveys more information than negative language.

Question 41. Which of the following represents the best business writing?
a. We regret that we are unable to accept you as a credit customer at this time.
b. You will never be sorry that you opened a checking account with our bank.
c. We cannot accept the returned merchandise because it is not resalable.
d. You can return all resalable merchandise for a store credit.
Answer: d
Rationale: Of these options only "You can return all resalable merchandise for a store credit" is worded in a
positive manner. The other options indicate what cannot be done. This use of negative language is more likely to
create hostility in the audience.

Question 42. Which of the following represents a courteous approach to writing business messages?
a. Use words that sound demanding or authoritative.
b. Turn demands into rhetorical questions.
c. Express legitimate emotions of anger and frustration.
d. Emphasize writer benefits.
Answer: b
Rationale: Courteous business messages avoid using words that sound demanding or preachy by turning
demands into rhetorical questions. As a result, courteous business messages avoid hostility and anger.

Question 43. Which of the following would help to create a conversational but professional tone in a business
message?
a. Headings for skim value
b. Technical terms to establish the writer's industry knowledge
c. Familiar words and personal pronouns
d. Frequent abbreviations such as IMHO and BTW
Answer: c
Rationale: You will sound friendlier with familiar terms and pronouns such as I, we, and you.

Question 44. Which of the following demonstrates non-gender-biased business writing?

a. The company’s executives and their wives will attend the Reno conference.
b. All salesmen must meet monthly sales quotas.
c. The female attorney graduated from Yale.
d. The office personnel will assist you with your forms.
Answer: d
Rationale: The most acceptable option is "The office personnel will assist you with your forms." All other
answer choices reflect gender bias (executives and their wives, salesmen, female attorney).
Question 45. Which of the following sentences demonstrates recommended use of pronouns in business
writing?
a. Every physician must carry his own malpractice insurance.
b. Every physician must carry their own malpractice insurance.
c. All physicians must carry their own malpractice insurance.
d. Every physician must carry his or her own malpractice insurance.
Answer: c
Rationale: The most acceptable option is "All physicians must carry their own malpractice insurance." The use
of a plural noun as an antecedent (physicians) matches the plural pronoun (their).

Question 46. Which of the following demonstrates effective business writing?

a. An Asian CEO was the keynote speaker.
b. An African-American man was the next customer.
c. A record number of Japanese investors are purchasing real estate in the United States.
d. Mr. Hernandez, a Mexican, is my boss.
Answer: c
Rationale: The most acceptable writing is "A record number of Japanese investors are purchasing real estate in
the United States." All other answer choices unnecessarily associate race or ethnicity to a specific person
("Asian CEO," "African-American man," and "Mr. Hernandez, a Mexican").

Question 47. Business writers who use words such as interrogate, remuneration, and terminate are using
language many readers would consider _______.
a. slang
b. conversational
c. jargon
d. unfamiliar
Answer: d
Rationale: These words would be unfamiliar to many readers. Wise business writers use more familiar
alternatives, such as "question" rather than "interrogate," "pay" rather than "remuneration," and "end" rather than
"terminate."

Question 48. Which one of the following suggestions about using jargon in a business writing should you
follow?
a. Jargon should never be used in business writing.
b. Jargon can always be used in a business writing because it is generally understood by both insiders and
outsiders within a field.
c. Effective business communicators know to include some jargon within any message to demonstrate their
intelligence and command of the English language.
d. Jargon should be used only when the audience will understand it.
Answer: d
Rationale: Jargon describes technical or specialized terms within a field. These terms enable insiders to
communicate ideas briefly, but to outsiders they mean nothing. Therefore, the best advice is to use jargon only
when the audience will understand it.
Question 49. Which of the following is most acceptable for business writing?
a. Please think about the new insurance option.
b. Caltrek experienced a change in profits during the last fiscal year.
c. Retailers can expect to pay higher amounts for their goods and services.
d. Sheila will examine the job proposal carefully.
Answer: d
Rationale: The most acceptable business writing is "Sheila will examine the job proposal carefully" because it
uses precise language (will examine). Other answer choices contain imprecise or dull language ("think about,"
"a change in profits," or "to pay higher amounts").

Question 50. The communication process begins when the receiver provides feedback to the sender.
a. True
b. False
Answer: False
Rationale: The communication process begins when the sender has an idea.

Question 51. Words have universal meaning among all cultures.

a. True
b. False
Answer: False
Rationale: Because words have different meanings for different people, verbal messages can often be
misinterpreted. Therefore, skilled communicators should choose familiar and concrete words.

Question 52. The medium over which the message travels is called the channel.
a. True
b. False
Answer: True
Rationale: The medium over which the message travels is the channel. Some examples of communication
channels include a computer, wireless network, smartphone, letter, memo, report, image, spoken word, and fax.

Question 53. A weak Internet signal is an example of channel noise.

a. True
b. False
Answer: True
Rationale: Anything that interrupts the transmission of a message in the communication process is called noise,
which may range from a weak Internet signal to poor formatting and typos in a document.

Question 54. Translating a message from its symbol form into meaning involves encoding.
a. True
b. False
Answer: False
Rationale: Translating a message from its symbol form into meaning involves decoding.

Question 55. Effective communicators encourage feedback to help them know that their messages have been
understood.
a. True
b. False
Answer: True
Rationale: Because feedback helps the sender know that the message was received and understood, senders can
encourage feedback by asking questions such as, "Am I making myself clear?" or "Is there anything you don't
understand?"

Question 56. Paraphrasing a sender's message is an effective tool to promote understanding.

a. True
b. False
Answer: True
Rationale: One of the best ways to advance understanding is by paraphrasing the sender's message with
comments such as, "Let me try to explain that in my own words."

Question 57. Digital communication (such as e-mail or social media) has much opportunity for distraction and
breakdown.
a. True
b. False
Answer: True
Rationale: Today's messages are increasingly carried over digital networks with much opportunity for
distraction and breakdown.

Question 58. A business message should be long because quantity enhances quality.
a. True
b. False
Answer: False
Rationale: Business messages should be clear but concise. Business does not reward length in messages.
Instead, conciseness and clarity are what count in business.

Question 59. When writing a business message, you should always write it from your perspective.
a. True
b. False
Answer: False
Rationale: All business messages should be audience oriented, which means that messages should be written
from the audience's perspective instead of your own.

Question 60. The ability to prepare concise, audience-centered, persuasive, and purposeful messages comes
naturally.
 a. True
b. False
Answer: False
Rationale: Some natural writers do exist; but the ability to be concise, audience centered, persuasive, and
purposeful in your messages requires training. However, following a systematic process, studying model
messages, and practicing the craft can make nearly anyone a successful writer or speaker.

Question 61. Business writing is very similar to academic writing, in that you should focus on discussing your
feelings and displaying your knowledge.
a. True
b. False
Answer: False
Rationale: Business writing differs greatly from academic writing in that it should focus on the readers' needs,
rather than your own knowledge or feelings.

Question 62. An important aspect of the first phase of writing a business message is anticipating the audience's
reaction to the message.
a. True
b. False
Answer: True
Rationale: Anticipating the audience's reaction will help the writer create a more successful message. Thus,
anticipating audience reactions is one of the most important steps during the prewriting phase.

Question 63. Shannon is writing a proposal to the board of directors to upgrade the company's computer
equipment. After completing the prewriting phase, Shannon should immediately start composing the proposal.
a. True
b. False
Answer: False
Rationale: Before Shannon can organize material and compose her proposal, she must collect information in the
researching step of the second phase in the writing process.

Question 64. The final task in the third phase of the writing process is evaluating your message to decide
whether it accomplishes your goal.
a. True
b. False
Answer: True
Rationale: The third phase of the process involves revising, proofreading, and evaluating your message. The
final step in the third phase involves evaluating your message to decide whether it accomplishes your goal.

Question 65. In order to be an effective writer, you must follow the three phases of the writing process in
sequence, moving from Phase 1 to Phase 2 to Phase 3 in order.
a. True
b. False
Answer: False
Rationale: The writing process is not always linear. It does not always proceed from Phase 1 to Phase 2 to
Phase 3. Often the writer must circle back and repeat an earlier step.

Question 66. You should plan to spend equal amounts of time on each phase of the writing process.
a. True
b. False
Answer: False
Rationale: You probably won't spend equal amounts of time on each phase of the writing process. In fact,
because revising is the most important part of the writing process, it takes the most time.

Question 67. One of the most important questions you can ask yourself as you begin to compose a message is
What do I hope to achieve?
a. True
b. False
Answer: True
Rationale: As you begin to compose your message, you should ask yourself two important questions: Why am I
sending this message? and What do I hope to achieve? Your responses will determine how you organize and
present your information.

Question 68. The primary purposes of most business documents are to inform and to persuade. A common
secondary purpose is sales growth.
a. True
b. False
Answer: False
Rationale: Persuasion and information are the primary purposes of most business documents. Goodwill is a
common secondary purpose.

Question 69. You are more likely to achieve your communication goals if you profile your audience and shape
the message to that profile.
a. True
b. False
Answer: True
Rationale: Beginning writers often focus on the topic or message contents and purpose first. Although the
message contents and purpose are important, you will be more likely to achieve your goal if you adapt that
content to the audience before and as you write.

Question 70. You should always approach the writing of a business message with the thought, What's in it for
me?, which encourages you to focus on how you will benefit by sending the message.
a. True
b. False
Answer: False
Rationale: The guiding question, What's in it for me?, should be a reminder that your audience is always
thinking about what the benefit is to them. Keeping this in mind will help you focus on the audience benefits
rather than your benefits as the writer.

Question 71. Although messages may have a primary and a secondary audience, the writer needs to profile only
the primary audience to determine the best presentation of the message.
a. True
b. False
Answer: False
Rationale: The primary audience is important, but so is the secondary audience. If a message will have more
than one audience, you must adapt your message so that you create a meaningful and efficient communication
for both primary and secondary audiences.

Question 72. A written report is a richer communication medium than a face-to-face conversation because a
report can be revisited and revised if necessary.
a. True
b. False
Answer: False
Rationale: A richer medium such as a face-to-face conversation permits more interactivity and feedback. A
leaner medium such as a written report presents a flat, one-dimensional message.

Question 73. An important factor affecting channel choice is the importance of the message.
a. True
b. False
Answer: True
Rationale: Choosing an appropriate channel depends on the importance of the message; the feedback required;
the need for a permanent record; the cost; and the degree of formality, confidentiality, and sensitivity needed.

Question 74. Using the "you" view is an effective way for writers to avoid taking on blame in business
messages.
a. True
b. False
Answer: False
Rationale: The "you" view emphasizes second-person pronouns (you, your) instead of first-person pronouns (I,
us/we) in order for the writer to focus on the reader. However, this strategy should be used carefully to avoid
repetition or sounding manipulative, and to ensure that the writer is focusing on the audience perspective and
benefits.

Question 75. Empathy, which increases the likelihood of a successful message, occurs when writers put
themselves in the audience's shoes when creating the message.
a. True
b. False
Answer: True
Rationale: Using empathy forces you to see the communication or problem from the perspective of your
audience. When that occurs, you create a message sensitive to audience needs.

Question 76. The following sentence represents an audience focus: Our product guarantee becomes effective
after we receive full payment.
a. True
b. False
Answer: False
Rationale: This sentence focuses on the sender rather than the receiver. To make the sentence more audience
focused, rewrite it: Your product guarantee begins working for you as soon as full payment is received.

Question 77. Most business messages replace conversation, so they are more effective when they convey an
informal tone.
a. True
b. False
Answer: True
Rationale: Messages that convey an informal, conversational tone are more effective than those that are formal
and pretentious.

Question 78. To emphasize the "you" view in e-mail messages, you must avoid any phrases that include the
"I/we" view such as I'm happy or We're delighted.
a. True
b. False
Answer: False
Rationale: Using the "you" view means that you stress the audience viewpoint in the document, but it does not
require you to eliminate all first-person pronouns. In fact, the use of first-person pronouns can increase the
warmth and sincerity of the message.

Question 79. The active voice is generally preferred in business writing.

a. True
b. False
Answer: True
Rationale: Because the active voice clearly identifies who is performing the action of a sentence, it is preferred
in business writing.

Question 80. Monica is writing her first safety-inspection report. To sound businesslike and professional,
Monica should include expressions such as the affected party, the undersigned, and the writer.
a. True
b. False
Answer: False
Rationale: These expressions and other third-person constructions can make Monica's report sound too formal;
they are not conversational and do not make her report sound businesslike or professional.
Question 81. Please enjoy your food or drinks before entering our store is an example of a positive message.
a. True
b. False
Answer: True
Rationale: This request is phrased positively; a negative version would be No food allowed.

Question 82. Positive language generally conveys more information than negative language does.
a. True
b. False
Answer: True
Rationale: Improve the clarity and tone of a message and convey more information by using positive rather
than negative language. Positive wording tells what "is" and what "can be done" rather than what "isn't" and
what "can't be done."

Question 83. The sentence You must submit your application by Friday is a more effective business message
than Please submit your application by Friday.
a. True
b. False
Answer: False
Rationale: Wording messages courteously by adding words like "please" is more effective than using words
that sound demanding or preachy (You must).

Question 84. Every mechanic has ten minutes for his morning break is an effectively written sentence.
a. True
b. False
Answer: False
Rationale: Sentences should avoid gender-biased language. Rewrite the sentence to include more sensitive and
bias-free language. One acceptable revision could be "Every mechanic has ten minutes for a morning break."

Question 85. In adapting your message to its audience, be sure your language is sensitive and bias free. Be
cautious about expressions that might be biased in terms of gender, race, ethnicity, age, and_______.
a. religion
b. accented speech
c. disability
d. nationality
Answer: c
Rationale: Be cautious about expressions that may be considered biased in terms of gender, race, ethnicity, age
and disability.

Question 86. Whenever possible in business writing, substitute longer, less familiar words for shorter, simpler
words.
a. True
b. False
Answer: False
Rationale: Your business messages will be more readable if you use short, familiar, simple words. In addition, a
readable message is more likely to result in a positive response from your audience.

Question 87. Jargon should never be used in business writing.

a. True
b. False
Answer: False
Rationale: Jargon can be used when the audience will understand it.

Question 88. As a business communicator, you should use strong verbs and concrete nouns in your writing.
a. True
b. False
Answer: True
Rationale: Strong verbs and concrete nouns give receivers more information and keep them interested.

Question 89. The sentence Our company experienced an increase in profits during the last fiscal year uses
precise, vigorous wording.
a. True
b. False
Answer: False
Rationale: This sentence contains imprecise language: an increase in profits. It should be revised to give the
receiver of the message more information: Our company experienced a 25 percent increase in profits during the
last fiscal year.

Question 90. What is the transmission of information and meaning from a sender to a receiver?
a. Communication
b. Transmission
c. Encoding
d. Decoding
Answer: a
Rationale: The definition of communication is the "transmission of information and meaning from a sender to a
receiver." The crucial element of this definition is "meaning" because the process is successful only when the
receiver understands an idea as the sender intended it.

Question 91. The verbal and nonverbal responses from a receiver are called _______.
a. encoding
b. feedback
c. transmission
d. decoding
Answer: b
Rationale: The verbal and nonverbal responses of the receiver create feedback, which is a vital part of the
communication process because feedback helps the sender know that the message was received and understood.
Question 92. During which phase of the writing process does the writer analyze the audience and the purpose
for writing?
a. Prewriting
b. Drafting
c. Revising
d. Editing
Answer: a
Rationale: The prewriting phase involves analyzing the audience and the purpose for writing. During this
phase, the writer will also anticipate the audience's reaction to the message and adapt the message to the
audience.

Question 93. Sam is collecting and organizing information for a marketing report he is writing. Which phase of
the writing process is Sam currently involved in?
a. Prewriting
b. Drafting
c. Revising
d. Editing
Answer: b
Rationale: The drafting phase of the writing process includes researching and organizing information. Sam will
also compose his report during this phase.

Question 94. When describing richness of communication, the term richness refers to which aspect of the
communication process?
a. The sender encoding the idea
b. The sender decoding the idea
c. The sender selecting the channel to transmit the message
d. The receiver decoding the message
Answer: c
Rationale: The term richness refers to the richness of a communication channel, and the extent to which a
channel or medium recreates or represents all the information available in the original message.

Question 95. The richest mode of communication among the following would be ______.
a. an e-mail, because the message can be retrieved and added to quickly if necessary
b. a wiki, because readers can make their own changes to a group document
c. a letter, because it provides more formality and a printed record
d. a face-to-face interaction, because it provides both verbal and nonverbal messages
Answer: d
Rationale: Written modes of communication are always leaner than face-to-face interactions, which permit
more interactivity and feedback.

Question 96. The style of writing that identifies who is doing the acting is called _______.
a. active voice
 b. passive voice
c. business writing
d. you-viewpoint
Answer: a
Rationale: The active voice in writing is generally preferred because it identifies who is doing the acting.

Question 97. What is the benefit of remembering and applying the acronym WIIFM?
a. WIIFM is a reminder to consider the benefits to yourself.
b. WIIFM is a reminder to consider the benefits to the audience that you are writing to.
c. WIIFM is a reminder to adjust your radio channel.
d. WIIFM is used by business consumers to prioritize their interests.
Answer: b
Rationale: Remember WIIFM (What's in it for me?) when considering reader benefits that you might include in
a message.

Question 98. Putting yourself in the receiver's shoes to better adapt your message to that person's needs is called
_______.
a. a benefit
b. a feature
c. empathy
d. richness
Answer: c
Rationale: Empathy involves putting yourself in the receiver's shoes. This means that you look at the topic of
the communication from your receiver's perspective. Using empathy can help you write a more effective
message.

Question 99. Which of the following is an example of effectively using positive language?
a. As soon as your new credit line is approved, we will issue you a credit card.
b. Your credit score is insufficient for offering you a credit card.
c. We would like very much to extend to you a line of credit but regret that we are unable to.
d. Please understand how sorry we are that we cannot comply with your request at this time.
Answer: a
Rationale: One of the best ways to improve the tone of a message is through the use of positive language.
Positive messages are uplifting and pleasant to read because positive wording tells what "is" and what can be
done rather than what "isn't" and what can't be done.

Question 100. What is the primary purpose of using jargon?

a. Jargon is used to make sure that only insiders understand your message.
b. Jargon can be used to let readers know that you are an expert in your field.
c. Jargon is used to communicate complex ideas quickly.
d. Jargon is used to purposefully confuse and obfuscate your message.
Answer: c
Rationale: Although jargon enables insiders to communicate complex ideas briefly, it means nothing to
outsiders. Therefore, you should use specialized language only when the audience will understand it.