Business

Communication, 1st
Canadian Edition By
Marty Brounstein ,
Arthur H. Bell , Dayle M.
Smith , Connie Isbell ,
Alan T. Orr
(Test Bank, All Chapters
100% Original Verified, A
+ Grade)
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. When communicating orally, the sender only needs to focus on the verbal message being sent.
2. The goal of the communication process is to arrive at a mutual understanding between sender and
receiver.
3. Making assumptions can have both positive and negative implications.
4. Both delayed and immediate feedback are useful components in the communication process.
5. Lateral communication provides an opportunity for lower-level employees to participate in the decision-
making process.
6. A transaction culture emerges when a sender and receiver ignore cultural differences.
7. Communication through the office “grapevine” would be considered a traditional form of team
communication.
8. In which of the following communication patterns does one individual assume a leadership role?
a. The Dumbell
b. The Pyramid
c. The Circle
d. The Cross-fire
9. In which pattern can communication freedom possible result in chaos?
a. Legs
b. Hub & Spokes
c. Cross-Fire
d. Circle
10. Making assumptions can have both positive and negative implications. Which of the following is NOT a
negative aspect of making assumptions?
a. Anticipating problem situations
b. Jumping to conclusions
c. Stereotyping
d. Focusing on intentions
11. In the communication process, the act of sending a message is
a. a signal
b. a transmittal
c. an information source
d. a channel
12. Which of the following is true when giving feedback?
a. Always wait for an obvious pause to give feedback
b. Give feedback immediately or don’t give it at all
c. Nonverbal gestures are not considered feedback
d. Delayed feedback can improve communication skills

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1

13. Which of the following examples would NOT be considered a nonverbal communication barrier?
a. The sender not having eye contact with the receiver(s)
b. The speaker is improperly dressed
c. The room being too hot
d. The receiver glancing frequently at the clock
14. Which of the following is NOT a characteristic of unstructured communication?
a. More widely known and more easily accessible
b. Dependent upon personal emotional factors
c. More flexible and open-ended
d. More personalized
15. Which of the following is an effective way of providing supportive feedback to enhance the team
communication process?
a. Provide subjective commentary on an individual’s performance
b. Give general praise to an individual
c. Articulate only favorable comments
d. Describe your observations based upon actions

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. The _____________ is the person expressing his or her message to other parties.

2. A(n) _______________ is a belief that something is true without proof or demonstration.

3. What is the aspect of the communication process is a stream of words, images, or gestures that
expresses the message?

4. Which of the four of the common barriers to communication deals with time restraints, environmental
conditions, and unprofessional and inconsistent features in the presentation?

5. Keeping information flowing is an important component of business communication. What is it called

when an individual takes the initiative to let others know something in advance, or passes on helpful
information without being asked?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: Describe how making assumptions can negatively affect the communication process. List four
ways of becoming aware of your own assumptions in order to ensure more effective interpersonal
interactions.

Question #2: Team communication is crucial to an organization’s success. List and describe four ways to
enhance the team communication process.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. When communicating orally, the sender only needs to focus on the verbal message being sent.
ANSWER: False REFERENCE: 1.1
2. The goal of the communication process is to arrive at a mutual understanding between sender and
receiver.
ANSWER: True REFERENCE: 1.1
3. Making assumptions can have both positive and negative implications.
ANSWER: True REFERENCE: 1.2
4. Both delayed and immediate feedback are useful components in the communication process.
ANSWER: True REFERENCE: 1.3
5. Lateral communication provides an opportunity for lower-level employees to participate in the decision-
making process.
ANSWER: False REFERENCE: 1.4
6. A transaction culture emerges when a sender and receiver ignore cultural differences.
ANSWER: False REFERENCE: 1.4
7. Communication through the office “grapevine” would be considered a traditional form of team
communication.
ANSWER: False REFERENCE: 1.5
8. In which of the following communication patterns does one individual assume a leadership role?
a. The Dumbell
b. The Pyramid
c. The Circle
d. The Cross-fire
ANSWER: B REFERENCE: 1.3
9. In which pattern can communication freedom possible result in chaos?
a. Legs
b. Hub & Spokes
c. Cross-Fire
d. Circle
ANSWER: C REFERENCE: 1.3
10. Making assumptions can have both positive and negative implications. Which of the following is NOT a
negative aspect of making assumptions?
a. Anticipating problem situations
b. Jumping to conclusions
c. Stereotyping
d. Focusing on intentions
ANSWER: A REFERENCE: 1.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1
ANSWER KEY

11. In the communication process, the act of sending a message is

a. a signal
b. a transmittal
c. an information source
d. a channel
ANSWER: B REFERENCE: 1.3
12. Which of the following is true when giving feedback?
a. Always wait for an obvious pause to give feedback
b. Give feedback immediately or don’t give it at all
c. Nonverbal gestures are not considered feedback
d. Delayed feedback can improve communication skills
ANSWER: D REFERENCE: 1.3
13. Which of the following examples would NOT be considered a nonverbal communication barrier?
a. The sender not having eye contact with the receiver(s)
b. The speaker is improperly dressed
c. The room being too hot
d. The receiver glancing frequently at the clock
ANSWER: C REFERENCE: 1.4
14. Which of the following is NOT a characteristic of unstructured communication?
a. More widely known and more easily accessible
b. Dependent upon personal emotional factors
c. More flexible and open-ended
d. More personalized
ANSWER: A REFERENCE: 1.4
15. Which of the following is an effective way of providing supportive feedback to enhance the team
communication process?
a. Provide subjective commentary on an individual’s performance
b. Give general praise to an individual
c. Articulate only favorable comments
d. Describe your observations based upon actions
ANSWER: D REFERENCE: 1.5

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. The _____________ is the person expressing his or her message to other parties.
REFERENCE: 1.1
ANSWER: Sender

2. A(n) _______________ is a belief that something is true without proof or demonstration.

REFERENCE: 1.2
ANSWER: Assumption

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1
ANSWER KEY

3. What is the aspect of the communication process is a stream of words, images, or gestures that
expresses the message?
REFERENCE: 1.3
ANSWER: Signal

4. Which of the four of the common barriers to communication deals with time restraints, environmental
conditions, and unprofessional and inconsistent features in the presentation?
REFERENCE: 1.4
ANSWER: Physical barriers

5. Keeping information flowing is an important component of business communication. What is it called

when an individual takes the initiative to let others know something in advance, or passes on helpful
information without being asked?
REFERENCE: 1.5
ANSWER: Opening the loop

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: Describe how making assumptions can negatively affect the communication process. List four
ways of becoming aware of your own assumptions in order to ensure more effective interpersonal
interactions.
REFERENCE: 1.2
ANSWER:
An assumption is a belief that something is true without proof or demonstration, or that a person is
going to behave a certain way before they’ve had a chance to act. When interacting with others,
making assumptions about individuals, groups of individuals, or situations can lead to mistakes,
misunderstandings, and strained relationships when they’re acted upon as absolute facts.
Becoming aware of your own assumptions will lead to more effective personal interactions and
relationships. Some of the ways of recognizing your own assumptions include:
Deal with each person as an individual: the more you understand others, the better you can
communicate with them.
Listen first: when something sounds contrary to your thoughts, avoid reacting quickly with a negative
comment or disagreement. Instead, ask the person the rationale of the idea or proposal at hand.
Avoid generalizations: rather than talking in generalizations, tie the comments you make to your own
experiences and do so only when it is relevant.
Communicate first; act second: because so much of work requires cooperating and coordinating with
others, make sure that there is mutual understanding before you take action.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1
ANSWER KEY

Make the safest assumption of them all: the safest assumption to make when working with others is
to assume that the other person means well. This assumption allows you to see and deal with the
actions and ideas of others at face value.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Describe how
Provide some details
assumptions Very little description and
Thoroughly described about how assumptions
can negatively details given about how
how assumptions can can negatively affect the
affect assumptions can
negatively affect the communication process,
communicatio negatively affect the
communication process but left out some
n communication process
important details
(4 points)
List four ways
Thoroughly identified four Identified at least three of Only identified two or
of becoming
of the five techniques to the five techniques to fewer of the five
aware of
become aware of become aware of techniques to become
assumptions
assumptions. assumptions aware of assumptions
(3 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: Team communication is crucial to an organization’s success. List and describe four ways to
enhance the team communication process.
REFERENCE: 1.5
ANSWER:
Teach So that Others Can Learn: Part of what often is needed in teams involves cross training or
showing new team members how to do certain tasks, and most teaching involves communicating with
others. To teach effectively, first remember that the person you’re instructing doesn’t know the task or
job as well as you do. Explain the process step by step and translate any unfamiliar terms into common
language. Allow for and be receptive to questions, and then answer them clearly and directly. When
people feel comfortable asking questions, they’re engaged and learn well. You can also check the
understanding of your trainees by asking questions of your own.
Offer Assistance: People want to know that they can count on you to help when they need it, and that
you’re willing to do so. When your vocabulary includes comments like “What can I do to help you?” or
“Let me give you a hand on that,” or “I can help you get that assignment done, if you’d like,” you speak
the language of a valuable team player. Someone who speaks and acts in the language of helpfulness
and cooperation is a positive member that everybody wants as part of their team.
Ask for Help: Asking questions is a sign of interest and assertiveness, not of stupidity. Part of the
benefit of working in a team is that you don’t have to figure everything out yourself. You have other
resources who can be of help to you when you need it. Don’t apologize for asking—just speak up with
confidence, stating your need simply and clearly. Then listen for the answer and ask if you need more
information or explanation. You may also want to paraphrase the answers you receive to make sure
you understand.
Speak Up in Meetings: The more you get involved in team situations, the more you’re asked to attend
team meetings. For effective teamwork, teams need their members to do more than just show up to the
meetings. Speak up assertively in every meeting. Offer your ideas and express opinions that help the

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 1
ANSWER KEY

team move forward in getting results—your thoughts and contributions are truly needed. Also, help turn
your meetings into constructive two-way conversations by using active listening.
Talk in Terms of Outcomes: Make outcomes the focus of team discussions, especially when you’re
problem solving and planning with your team members. Ask: “What goals are to be met?” “What results
do we need to accomplish?” and “What customer needs must be met?” Questions like these should
guide your discussions and you’ll generate a focus on achieving outcomes, not on methods.
Give Feedback Supportively: You can offer feedback to your team members about their
performances. Doing so enhances teamwork, because it opens up honest communication. Just make
sure that you describe your observations based on actions, instead of providing subjective commentary
about other people’s performances. Be sure to give specific positive feedback, not general praise. If
something doesn’t go well, providing observations about such issues in a straightforward and
supportive manner helps team members reflect on their efforts and learn from their experiences.
Take Problems to the Right Source: One way to determine whether a team will be effective is to look
at how its members deal with problems and concerns that arise: Team members need to work through
their problems to grow and become effective as a team. When issues deal with an individual, go to that
person to address the problem.
Make Newcomers Feel Welcome: One of the challenges teams sometimes face is integrating new
members. New members need to go through the learning curve and need to pay attention to the
dynamic among all the members of the team. When you’re an established part of a team, always try to
help the new person fit in as fast as possible. When little is done to help the new members fit in and
feel like a part of the team, the team tends to pull apart.
Maintain a Sense of Humor: A sure sign that you have an effective team is people laughing with each
other as a normal occurrence. Their humor keeps a light touch that eases the stresses that come with
the job.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Thoroughly identified four Identified at least three of Only identified two or
List four main
of the nine factors that the nine factors that fewer of the factors that
points
enhance team enhance team enhance team
(3 points)
communication communication communication
Some descriptive Lacking descriptive
Thoroughly described
Describe four information provided information about some
four of the nine factors
main points about each of the items, or all of the factors that
that enhance team
(4 points) but lacking some of the enhance team
communication
important details communication
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. If someone started a sentence with, “I hate to bother you,” this would be considered the passive-
aggressive approach to communication.
2. Of the four ways people express themselves, the assertive approach is the most effective means of
communication.
3. As a speaker, using nonverbal communication tools helps your receivers listen more fully and
effectively.
4. When speaking, what you say is more important than how you say it.
5. Hearing is the process of receiving, processing, and responding to a message.
6. Of the four common approaches to listening, the most commonly used are passive and selective
listening.
7. Active listeners not only receive the message with care and respect, but also process the facts and
feelings of the message.
8. Which of the following responses would be considered the most effective?
a. “How could you even think that?”
b. “As I understand your point…”
c. “I’ll talk to her soon about that problem; I’ve just been really busy.”
d. “You must take care of this immediately.”
9. Of the four common approaches to communication, which of the following is the most effective?
a. Aggressive approach
b. Assertive approach
c. Non assertive approach
d. Passive aggressive approach
10. Body language can send both positive and negative nonverbal messages. Which of the following
would be construed as negative?
a. Gestures used to emphasize points
b. Appropriate facial expressions
c. Standing up straight
d. Showing no gestures
11. Which of the following is NOT true of nonverbal communication?
a. Nonverbal tools help you engage your listeners
b. Rate of speech is a nonverbal tool
c. Speaking at the same rate improves listener comprehension
d. Voice tone can communicate sincerity

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2

12. The listening process occurs in three stages. Which of the following is the last stage?
a. Evaluating
b. Responding
c. Receiving
d. Processing
13. Which of the following is NOT true of listening?
a. Attentive listening is the most effective approach to listening
b. Listening includes responding
c. Listening and hearing are not synonymous
d. Nonverbal cues influence listening
14. Which of the following is the most effective approach to listening?
a. Active listening
b. Attentive listening
c. Passive listening
d. Selective listening
15. Which of the following is NOT a characteristic of the most effective approach to listening?
a. Showing patience
b. Giving verbal feedback
c. Asking a clarification question
d. Listening for only the facts

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Which of the four different approaches of communication uses nonverbal messages that contradict
verbal messages?

2. Which of the four different approaches of communication takes responsibility and initiative, and actively
listens?

3. _______________ is the rate at which you speak.

4. What is the second stage of listening?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2

5. Hearing the message you want to hear is a characteristic of which approach to listening?

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Questions #1: List and describe five characteristics of the assertive approach to communication.

Questions #2: Why are nonverbal communication skills just as important as verbal communication skills?
List four positive nonverbal communication skills

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. If someone started a sentence with, “I hate to bother you,” this would be considered the passive-
aggressive approach to communication.
ANSWER: False REFERENCE: 2.1
2. Of the four ways people express themselves, the assertive approach is the most effective means of
communication.
ANSWER: True REFERENCE: 2.1
3. As a speaker, using nonverbal communication tools helps your receivers listen more fully and
effectively.
ANSWER: True REFERENCE: 2.2
4. When speaking, what you say is more important than how you say it.
ANSWER: False REFERENCE: 2.2
5. Hearing is the process of receiving, processing, and responding to a message.
ANSWER: False REFERENCE: 2.3
6. Of the four common approaches to listening, the most commonly used are passive and selective
listening.
ANSWER: True REFERENCE: 2.4
7. Active listeners not only receive the message with care and respect, but also process the facts and
feelings of the message.
ANSWER: True REFERENCE: 2.4
8. Which of the following responses would be considered the most effective?
a. “How could you even think that?”
b. “As I understand your point…”
c. “I’ll talk to her soon about that problem; I’ve just been really busy.”
d. “You must take care of this immediately.”
ANSWER: B REFERENCE: 2.1
9. Of the four common approaches to communication, which of the following is the most effective?
a. Aggressive approach
b. Assertive approach
c. Non assertive approach
d. Passive aggressive approach
ANSWER: B REFERENCE: 2.1

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2
ANSWER KEY

10. Body language can send both positive and negative nonverbal messages. Which of the following
would be construed as negative?
a. Gestures used to emphasize points
b. Appropriate facial expressions
c. Standing up straight
d. Showing no gestures
ANSWER: D REFERENCE: 2.2
11. Which of the following is NOT true of nonverbal communication?
a. Nonverbal tools help you engage your listeners
b. Rate of speech is a nonverbal tool
c. Speaking at the same rate improves listener comprehension
d. Voice tone can communicate sincerity
ANSWER: C REFERENCE: 2.2
12. The listening process occurs in three stages. Which of the following is the last stage?
a. Evaluating
b. Responding
c. Receiving
d. Processing
ANSWER: B REFERENCE: 2.3
13. Which of the following is NOT true of listening?
a. Attentive listening is the most effective approach to listening
b. Listening includes responding
c. Listening and hearing are not synonymous
d. Nonverbal cues influence listening
ANSWER: A REFERENCE: 2.4
14. Which of the following is the most effective approach to listening?
a. Active listening
b. Attentive listening
c. Passive listening
d. Selective listening
ANSWER: A REFERENCE: 2.4
15. Which of the following is NOT a characteristic of the most effective approach to listening?
a. Showing patience
b. Giving verbal feedback
c. Asking a clarification question
d. Listening for only the facts
ANSWER: D REFERENCE: 2.4

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2
ANSWER KEY

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Which of the four different approaches of communication uses nonverbal messages that contradict
verbal messages?
REFERENCE: 2.1
ANSWER: Passive-aggressive
2. Which of the four different approaches of communication takes responsibility and initiative, and actively
listens?
REFERENCE: 2.1
ANSWER: Assertive
3. _______________ is the rate at which you speak.
REFERENCE: 2.2
ANSWER: Pace
4. What is the second stage of listening?
REFERENCE: 2.3
ANSWER: Processing
5. Hearing the message you want to hear is a characteristic of which approach to listening?
REFERENCE: 2.4
ANSWER: Selective

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Questions #1: List and describe five characteristics of the assertive approach to communication.
REFERENCE: 2.1
ANSWER:
Takes responsibility: The assertive approach says that each individual is responsible for his or her
own actions—no excuses, no blaming others for problems. The speaker accepts what has happened
and focuses on what needs to be done next.
Takes initiative: An assertive speaker doesn’t play games. If something needs to happen, he or she
takes the initiative to get the process rolling—no waiting for others to say what to do and when to act.
The assertive approach is action oriented.
Listens actively: Assertiveness allows for two-way conversation. Assertive speakers are willing to
hear the other person out and understand his or her point of view.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2
ANSWER KEY

Speaks up, is direct and constructive: If a point needs to be made or a thought needs to be
expressed, an assertive communicator speaks up. He or she states the point directly without beating
around the bush. Assertive speakers use language constructively; that is, they communicate the
message in the best way possible and make the point clearly. The language focuses on the issue at
hand.
Shows sincerity: When you express yourself sincerely, you say what you mean and mean what you
say—and do so with respect for others.
Is focused on solutions: In problem situations, an assertive speaker takes a problem-solving
approach. He or she examines the problem, not to blame or find fault with anyone, but to understand
the issue and move toward developing a solution.
Assumes a confident voice and body language: The voice of an assertive speaker sounds strong,
certain, and firm when needed. The speaker’s posture, gestures, and facial expressions support his or
her message. He or she sounds and looks alive when speaking, coming across nonverbally as positive
and enthusiastic.
Addresses concerns directly to the source: An assertive speaker addresses issues directly to the
source as opposed to telling others about the problems. At the same time, the speaker states the
problem constructively and places the emphasis on collaborating with the other person to work out a
resolution. No browbeating or blaming occurs.
Requests needs: Whereas an aggressive speaker demands or orders to get what’s needed, an
assertive speaker asks for or requests what’s needed. The message makes the sense of importance
clear so that the request and any rationale for it are understood.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Only identified two or
List five Identified five of the nine Identified at least three of
fewer of the nine
characteristics characteristics of an the nine characteristics of
characteristics of an
(3 points) assertive speaker an assertive speaker
assertive speaker
Some descriptive Lacking descriptive
Thoroughly described
Describe five information provided information about some
four of the nine
characteristics about the characteristics, or all of the
characteristics of an
(4 points) but lacking important characteristics of an
assertive speaker
details assertive speaker
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 2
ANSWER KEY

Questions #2: Why are nonverbal communication skills just as important as verbal communication skills?
List four positive nonverbal communication skills
REFERENCE: 2.2
ANSWER:
Your words alone aren’t the only component of speaking. Much of the impact of your message has
nothing to do with what you say but rather how you say it. Nonverbal tools can greatly impact how your
message is expressed and received by others. Most people haven’t been taught how to truly listen;
therefore, you can’t count on them to listen fully and effectively when you speak to them. Nonverbal
tools help you engage your listeners and keep their attention focused on your message.
Communicating with Eye Contact: Your eyes give your spoken message much of its meaning and
affect whether the listener believes and trusts it.
Supporting Your Message with Body Language: Body language refers to everything you do with
your body to express your message, including facial expressions, posture, and gestures.
Using Your Voice: Your voice is a powerful tool for delivering your message in an assertive manner.
Getting Your Message Across By Managing Your Pace: Pace is the rate at which you speak.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Explain why
Provide some details
nonverbal Thoroughly described Very little description and
about nonverbal
skills are as why nonverbal details given about why
communication skills, but
important as communication skills are nonverbal communication
left out some important
verbal skills important skill are important
details
(4 points)
List four
Thoroughly identified four Identified three of the four Identified two or fewer
nonverbal
positive nonverbal positive nonverbal nonverbal communication
skills
communication skills communication skills skills
(3 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Conflict is unnatural in a business environment and should not be tolerated.

2. Using the assertive approach when dealing with conflict means you deal with the problem immediately.
3. It is important to treat others consistently respectful regardless of whether they reciprocate.
4. In a conflict resolution situation, it is best not to state your emotions.
5. The solutions-focused mind-set is much more constructive than the problem-dwelling mind-set.
6. Stakeholders are those individuals who are affected by the business relationship and what gets
resolved through the conflict resolution process.
7. Uncovering concerns is a technique to use with someone who is a reluctant decision maker.
8. Which of the following is NOT a constructive approach to dealing with conflict?
a. Identifying the individual at fault
b. Work toward solutions
c. Stay focused on the issues
d. Go to the source of the conflict
9. Which of the following is a characteristic of the most constructive approach to handling conflict?
a. Appease the other person
b. Remain firm, yet willing to compromise
c. Make subtle critical remarks
d. Being apologetic
10. Being consistently respectful should be a part of all conflict resolution. Which of the following is a
characteristic of being consistently respectful?
a. Don’t express emotions
b. Identify who is at fault
c. Operate collaboratively
d. All of the above
11. Which of the following is true of a positive intention statement?
a. Stated in a sincere tone
b. Usually said in one sentence
c. Defines positive outcomes you are seeking
d. All of the above
12. When using a solutions-focused mind-set, which of the following behaviors should be used?
a. Define the problem in factual terms
b. Focus on what’s wrong
c. Debate contrary viewpoints
d. All of the above

13. This fifth step in the six steps of the resolving-concerns model for conflict resolution is

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3

a. describing the concern

b. letting the other person respond
c. working out the solution
d. expressing your feelings
14. The needs-based conflict-resolution model includes which of the following steps?
a. Work out the solution
b. Identify the needs of the stakeholders
c. Define the problem
d. All of the above
15. Which of the following is NOT a way of managing defensive reactions in a conflict-resolution
discussion?
a. Restate your positive intention
b. Speak to clarify, not counter
c. Debate the main issue at hand
d. Ask the other person to check your understanding of the message

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. A _____________ is a situation in which two or more people have a difference of opinions, methods,
goals, styles, and/or values.
2. What is the approach to conflict resolution where you express your rights and views in a positive and
confident manner, and enable others to do the same with the intent and effort to work out
resolutions?

3. The principle that operates under the standard that I should do those actions that are good for me,
considerate of you, and good for the relationship overall and the job we have to do—regardless of
whether you reciprocate, is called?

4. Which mind-set is more focused on determining outcomes and less concerned with the difficulties of
the situation?

5. What is the second step in the needs-based conflict-resolution model?

Essay

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3

2 Essay questions. answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: One of the tools used to keep conflicts under control is describing. Define describing in this
context, and list and explain four of the guidelines when using this tool.

Question #2: The resolving-concerns model provides a plan to use in conflict-resolution settings. Describe
the six steps in the resolving-concerns conflict-resolution model.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Conflict is unnatural in a business environment and should not be tolerated.

ANSWER: False REFERENCE: 3.1
2. Using the assertive approach when dealing with conflict means you deal with the problem immediately.
ANSWER: False REFERENCE: 3.2
3. It is important to treat others consistently respectful regardless of whether they reciprocate.
ANSWER: True REFERENCE: 3.3
4. In a conflict resolution situation, it is best not to state your emotions.
ANSWER: False REFERENCE: 3.4
5. The solutions-focused mind-set is much more constructive than the problem-dwelling mind-set.
ANSWER: True REFERENCE: 3.5
6. Stakeholders are those individuals who are affected by the business relationship and what gets
resolved through the conflict resolution process.
ANSWER: True REFERENCE: 3.7
7. Uncovering concerns is a technique to use with someone who is a reluctant decision maker.
ANSWER: True REFERENCE: 3.8
8. Which of the following is NOT a constructive approach to dealing with conflict?
a. Identifying the individual at fault
b. Work toward solutions
c. Stay focused on the issues
d. Go to the source of the conflict
ANSWER: A REFERENCE: 3.1
9. Which of the following is a characteristic of the most constructive approach to handling conflict?
a. Appease the other person
b. Remain firm, yet willing to compromise
c. Make subtle critical remarks
d. Being apologetic
ANSWER: B REFERENCE: 3.2
10. Being consistently respectful should be a part of all conflict resolution. Which of the following is a
characteristic of being consistently respectful?
a. Don’t express emotions
b. Identify who is at fault
c. Operate collaboratively
d. All of the above
ANSWER: C REFERENCE: 3.3

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3
ANSWER KEY

11. Which of the following is true of a positive intention statement?

a. Stated in a sincere tone
b. Usually said in one sentence
c. Defines positive outcomes you are seeking
d. All of the above
ANSWER: D REFERENCE: 3.4
12. When using a solutions-focused mind-set, which of the following behaviors should be used?
a. Define the problem in factual terms
b. Focus on what’s wrong
c. Debate contrary viewpoints
d. All of the above
ANSWER: A REFERENCE: 3.5
13. This fifth step in the six steps of the resolving-concerns model for conflict resolution is
a. describing the concern
b. letting the other person respond
c. working out the solution
d. expressing your feelings
ANSWER: C REFERENCE: 3.6
14. The needs-based conflict-resolution model includes which of the following steps?
a. Work out the solution
b. Identify the needs of the stakeholders
c. Define the problem
d. All of the above
ANSWER: D REFERENCE: 3.7
15. Which of the following is NOT a way of managing defensive reactions in a conflict-resolution
discussion?
a. Restate your positive intention
b. Speak to clarify, not counter
c. Debate the main issue at hand
d. Ask the other person to check your understanding of the message
ANSWER: C REFERENCE: 3.8

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. A _____________ is a situation in which two or more people have a difference of opinions, methods,
goals, styles, and/or values.
REFERENCE: 3.1
ANSWER: Conflict

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3
ANSWER KEY

2. What is the approach to conflict resolution where you express your rights and views in a positive and
confident manner, and enable others to do the same with the intent and effort to work out
resolutions?
REFERENCE: 3.2
ANSWER: Assertive approach
3. The principle that operates under the standard that I should do those actions that are good for me,
considerate of you, and good for the relationship overall and the job we have to do—regardless of
whether you reciprocate, is called?
REFERENCE: 3.3
ANSWER: Consistently respectful
4. Which mind-set is more focused on determining outcomes and less concerned with the difficulties of
the situation?
REFERENCE: 3.5
ANSWER: Solutions-focused mind-set
5. What is the second step in the needs-based conflict-resolution model?
REFERENCE: 3.7
ANSWER: Define the problem

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: One of the tools used to keep conflicts under control is describing. Define describing in this
context, and list and explain four of the guidelines when using this tool.
REFERENCE: 3.4
ANSWER:
Describing is reporting behaviors that someone displays in observable and objective terms. It’s telling
what you see, not giving your opinions about what you see. It’s telling what someone has done, not
stating your assumptions about the person’s motives. The guidelines for using the describing tool
include the following:
Behavior, not attitude: Describing focuses on behaviors not on attitudes. Behavior involves
someone’s actions—you can see them and hear them. Attitude, on the other hand, is how someone
thinks or feels about something.
Substance, not generalities: Describing, sometimes referred to as constructive feedback, is
providing substance to your message so the stated observations are clear and concrete. When
describing, the receiver gets a clear picture of what you saw in that person’s behavior.
Focus on the issue and use I-messages to help: I-messages have you owning your observations.
They help you focus on what the person did, the actions that have been seen, the issues, and not the
person.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3
ANSWER KEY

Give specifics: Without specifics, you end up with a description of general praise or criticism.
Report observations, not interpretations: Knowing the difference between observations and
interpretations is key to effectively using describing when dealing with behaviors. An observation is
what you have seen. An interpretation is what you think or feel about what has been seen. Take a look
at these examples:
Be direct: Don’t beat around the bush, ramble, or talk around a point. In describing, being
straightforward—without being blunt or aggressive—is the most effective way to make a message clear
to someone else.
Show sincerity in your tone and language: In addressing conflicts or concerns, a level of
seriousness, respect, and care exhibits the importance of the message so that you prevent your tone
from moving from sincere to harsh.
Avoid mixed messages: Mixed messages lessen sincerity. Mixed messages attempt to say
something nice in the first part of your message, but are followed by a “but” or “however” that
introduces criticism, which the recipient understands to be the real point.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Provided some details
Define Very little understanding
Complete definition of about describing, but left
describing of what the describing
describing out some important
(4 points) tool entails
details
Some descriptive
Lacking descriptive
Thoroughly explained information provided
Explain four information about some
four of the eight about each of the
guidelines or all of the eight
guidelines for using the guidelines, but lacking
(3 points) guidelines for using the
describing tool some of the important
describing tool
details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 3
ANSWER KEY

Question #2: The resolving-concerns model provides a plan to use in conflict-resolution settings. Describe
the six steps in the resolving-concerns conflict-resolution model.
REFERENCE: 3.6
ANSWER:
Step 1—Introduce the Meeting: Your introduction sets a positive tone and organizes the structure for
the meeting.
Step 2—Describe the Concern: In many respects, this is the most critical step in the whole process.
You can’t solve a problem unless you can clearly define it. On the other hand, if you dwell and offer too
many details, you may never move forward to work on a solution. This is where the tool called
describing comes into play.
Step 3—Express Your Feelings or Explain the Impact: This step is optional, and you either express
your feelings or explain the impact. If you don’t think you can do this step constructively and with
sincerity, skip it.
Step 4—Let the Other Person Respond: For some people, this is the toughest step. As concretely
and constructively as you’ve stated the problem, people still need to process what they’ve heard and
respond to it as they desire. Keep in mind that you both don’t have to see the problem the same way.
You both want to be aware of each other’s concerns so that you can take them into consideration when
you collaboratively work out the solution.
Step 5—Work Out the Solution: This is the step with which you want to take the most time. The two
of you crafting a solution is the key to success with conflicts. In this meeting, as in others, stay focused
on solutions and don’t dwell on problems.
Step 6—Close: After all of the ideas are evaluated and consensus is reached on the ones you both
plan to go forward with for your solution, you’re ready to bring the meeting to a close.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the six
steps of the
Identified all of the steps Identified four or five of Only identified three or
resolving-
of the resolving-concerns the steps of the resolving- fewer of the steps of the
concerns
model concerns model resolving-concerns model
model
(3 points)
Some descriptive
Describe each Lacking descriptive
Each of the steps of the information provided
of the six information about some
resolving-concerns model about most of the steps,
steps or all of the resolving-
thoroughly described but lacking important
(4 points) concerns model
details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A message that is too formal or too casual can distract the receiver from the content of the message.
2. It is important to identify your audience before determining the purpose of your letter.
3. Business messages should be limited to one purpose.
4. When exploring ideas for a message, it is best to limit your ideas to just a few.
5. Using an outline typically limits creativity and scope, and should be avoided in business writing.
6. When using an outline, the main ideas and supporting ideas should relate to your main topic.
7. Using supporting details and examples can make ideas more memorable and persuasive.
8. To enhance the effectiveness of a business message, which of the following should be considered?
a. Length
b. Word choice
c. Tone
d. All of the above
9. Which of the following is true of message length?
a. Length is not important if the word choice and tone are appropriate
b. Message length influences a reader’s receptiveness
c. Long messages provide more clarity
d. All of the above
10. The exploration step of the writing process is to
a. determine purpose
b. identify audience
c. develop supporting points
d. identify ideas
11. Which of the following is a purpose for writing business messages?
a. Inform
b. Identify
c. Evaluate
d. All of the above
12. Which of the following is true of the classic questions technique to explore ideas?
a. Most ideas generated will not be useful
b. Ideas are written in a circle
c. Used to get ideas flowing
d. All questions need to be answered thoroughly

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4

13. Which of the following is NOT true when exploring ideas?

a. Ideas usually come in sequential order
b. Don’t reject ideas at this point
c. Ideas will be arranged later
d. Limiting ideas limits creativity
14. When using outlines
a. the order of ideas is not important
b. use an outlining method that is comfortable to you
c. use only complete sentences
d. all of the above
15. Supporting details and examples are used for all of the following EXCEPT
a. illustrate an idea or concept
b. verify an assertion
c. define a purpose
d. provide information

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. ______________ is the style or manner of expression in written communication.

2. What is the first step in the writing process?

3. Which step of the writing process is used to generate ideas that will communicate your message to
your audience?

4. Every business communication has a purpose and most fall within one of these three general
purposes. List one of these purposes.

5. What is used to help reinforce your ideas and make them more persuasive?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: List the five steps in the writing process. Thoroughly describe each of these steps.

Question #2: Supporting details and examples reinforce your ideas. List and describe the four techniques
used to make your supporting details and ideas persuasive.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A message that is too formal or too casual can distract the receiver from the content of the message.
ANSWER: True REFERENCE: 4.1
2. It is important to identify your audience before determining the purpose of your letter.
ANSWER: False REFERENCE: 4.2
3. Business messages should be limited to one purpose.
ANSWER: False REFERENCE: 4.2
4. When exploring ideas for a message, it is best to limit your ideas to just a few.
ANSWER: False REFERENCE: 4.3
5. Using an outline typically limits creativity and scope, and should be avoided in business writing.
ANSWER: False REFERENCE: 4.4
6. When using an outline, the main ideas and supporting ideas should relate to your main topic.
ANSWER: True REFERENCE: 4.4
7. Using supporting details and examples can make ideas more memorable and persuasive.
ANSWER: True REFERENCE: 4.5
8. To enhance the effectiveness of a business message, which of the following should be considered?
a. Length
b. Word choice
c. Tone
d. All of the above
ANSWER: D REFERENCE: 4.1
9. Which of the following is true of message length?
a. Length is not important if the word choice and tone are appropriate
b. Message length influences a reader’s receptiveness
c. Long messages provide more clarity
d. All of the above
ANSWER: B REFERENCE: 4.1
10. The exploration step of the writing process is to
a. determine purpose
b. identify audience
c. develop supporting points
d. identify ideas
ANSWER: D REFERENCE: 4.2

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4
ANSWER KEY

11. Which of the following is a purpose for writing business messages?

a. Inform
b. Identify
c. Evaluate
d. All of the above
ANSWER: A REFERENCE: 4.2
12. Which of the following is true of the classic questions technique to explore ideas?
a. Most ideas generated will not be useful
b. Ideas are written in a circle
c. Used to get ideas flowing
d. All questions need to be answered thoroughly
ANSWER: C REFERENCE: 4.3
13. Which of the following is NOT true when exploring ideas?
a. Ideas usually come in sequential order
b. Don’t reject ideas at this point
c. Ideas will be arranged later
d. Limiting ideas limits creativity
ANSWER: A REFERENCE: 4.3
14. When using outlines
a. the order of ideas is not important
b. use an outlining method that is comfortable to you
c. use only complete sentences
d. all of the above
ANSWER: B REFERENCE: 4.4
15. Supporting details and examples are used for all of the following EXCEPT
a. illustrate an idea or concept
b. verify an assertion
c. define a purpose
d. provide information
ANSWER: C REFERENCE: 4.5

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. ______________ is the style or manner of expression in written communication.

REFERENCE: 4.1
ANSWER: Tone
2. What is the first step in the writing process?
REFERENCE: 4.2
ANSWER: Knowing/determining your purpose

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4
ANSWER KEY

3. Which step of the writing process is used to generate ideas that will communicate your message to
your audience?
REFERENCE: 4.3
ANSWER: Exploration
4. Every business communication has a purpose and most fall within one of these three general
purposes. List one of these purposes.
REFERENCE: 4.2
ANSWER: Inform, persuade, or describe
5. What is used to help reinforce your ideas and make them more persuasive?
REFERENCE: 4.5
ANSWER: Details and examples

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: List the five steps in the writing process. Thoroughly describe each of these steps.
REFERENCE: 4.1-4.5
ANSWER:
Step 1—Purpose: Every communication has a purpose, and knowing that purpose before you write
helps you shape your words and ideas. You should decide on your target or purpose before taking aim
with your words, sentences, and paragraphs. Decide at the start of any communication task which of
these purposes you wish to fulfill: inform, persuade, describe.
Step 2—Audience: Before writing a message it is important to determine who the audience is. The
way you think about your audience will help you communicate more effectively with them. The
audience can be friendly, hostile, or neutral. Below are some of the questions to ask yourself to help
you determine who your audience is:
Step 3—Exploration: Once you’ve given some thought to your purpose and your audience, you can
design your message for your audience. In other words, you need to come up with the best ideas to
communicate your message to your audience. For most writers, getting ideas down involves an
expedition of sorts. Take care not to reject ideas or impose a final order on them too early in your idea-
design process; doing so may limit your creativity.
Step 4—Organization: A large part of the art of good business writing lies in finding (or inventing) the
right organizational pattern to make sense out of the information you have. In your work you are often
handed a collection of chaotic information to organize and present: financial data, test scores,
consumer feedback, sales returns, etc. Part of your job is to choose the best way to organize it.
Step 5—Details and examples: Ideas can be made more persuasive and memorable by supporting
them with details and examples. By developing the actual details, examples, and stories, you give life
and substance to your ideas. These details and examples are used to provide information, verify, or
show the truth of an assertion, and illustrate or give an example of an idea or concept. Your supporting
details and examples won’t do you or your audience any good if they seem forced or untrue.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 4
ANSWER KEY

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the five
steps in the Thoroughly identified all Identified at least four of Only identified two or
writing five of the steps in the the five steps in the fewer of the five steps in
process writing process writing process the writing process
(3 points)
Describe the Some descriptive
Lacking descriptive
five steps in Thoroughly described the information provided
information about some
the writing five steps in the writing about each of the items,
or all of the steps in the
process process but lacking some of the
writing process
(4 points) important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: Supporting details and examples reinforce your ideas. List and describe the four techniques
used to make your supporting details and ideas persuasive.
REFERENCE: 4.5
ANSWER:
Specific: Provide specific rather than vague examples and details that the reader can identify.
Clearly understandable: Strive to keep your details and examples in touch with the common things of
daily existence.
Brief: Although your examples should be short, they should still contain vivid details. To keep on track
with your writing, omit the information that is marginal in terms of your basic purpose.
Focused: The details and examples used to support your ideas should focus on the key points.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Identified at least four of Only identified two or
List the four Thoroughly identified all
the four techniques used fewer of the four
techniques four techniques used to
to make writing techniques used to make
(3 points) make writing persuasive
persuasive writing persuasive
Some descriptive Lacking descriptive
Describe the
Thoroughly described the information provided information about some
four
four techniques used to about each of the items, or all of the four
techniques
make writing persuasive but lacking some of the techniques used to make
(4 points)
important details writing persuasive
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 4
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Overusing pronouns increases ambiguity in business writing.

2. The emotional voice is preferred in business writing because it is direct, controlled, and reasonable.
3. Jargon is a terminology that is over-used, worn out, and has very little meaning.
4. Even a one-paragraph memo can include redundant terms and unnecessary modifiers.
5. Each paragraph should contain no more that two or three distinct ideas.
6. Transitional words and phrases are used to tie thoughts together and cannot be overused in business
writing.
7. Reading out loud is an effective proofreading technique.
8. Business voice is
a. direct, controlled, and reasonable
b. filled with technical jargon
c. stiff and unemotional
d. all of the above
9. Which of the following statements uses language that would be considered sexist?
a. A doctor must be committed to his patients
b. Doctors must be committed to their patients
c. A doctor must be committed to his or her patients
d. She is committed to her patients
10. Which of the following is NOT true of active verbs?
a. Active verbs communicate action
b. Sentences using active verbs are easier to read than those with passive verbs
c. Active verbs should be used exclusively in business writing
d. Sentences with active verbs are typically shorter than those with passive verbs
11. Which of the following is NOT a technique used to develop effective sentences?
a. Use active verbs
b. Eliminate wordiness
c. Control emphasis
d. Use consistent sentence length
12. Jargon is
a. an expression that is worn out and has very little meaning
b. technical or specialized terminology
c. the same as slang
d. all of the above

13. Which of the following is NOT true of paragraph unity and coherence

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5

a. Use words such as therefore, however, and but as transitional words

b. All sentences within one paragraph should relate to the same idea
c. Sentences should all be about the same length.
d. If a paragraph has more than one main idea, it should be broken into multiple paragraphs
14. Spelling and grammar checkers on word processing software
a. find all spelling errors in a document
b. identify some of the grammatical errors in a document
c. check for appropriate transitions
d. identify overuse of modifiers
15. Proofreading strategies include
a. read backwards
b. check names and figures
c. read out loud
d. all of the above

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. What is the type of voice in business writing that is stiff and unemotional, but often considered a “safe”
way to write?

2. Words that are worn-out expression that have little meaning, are called?

3. What type of verb is preferred in business writing?

4. What should be done is a paragraph has more than one main idea?

5. What type of words are used to serve as traffic signs to your reader or listener, providing early
warning of the direction in which your thought is heading?

Essay

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5

2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: In business writing, the words used give life to the message and ensure the message is clear
and effective. List and describe four principles for effective word use.

Question #2: The most effective written messages have paragraph unity and coherence. List and describe
four methods used to enhance paragraph unity and coherence.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 4
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5

Examine each paragraph to make sure it treats one central idea, not two or three. No paragraph
should include two distinct ideas. Rather, you should devote a separate paragraph to each idea. After
announcing a central point, a paragraph may go on to examine two or three aspects.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four
methods to Thoroughly identified the Identified at least three of Only identified two or
enhance four methods of the four methods of fewer of the four methods
paragraph enhancing paragraph enhancing paragraph of enhancing paragraph
unity unity and coherence unity and coherence unity and coherence
(3 points)
Describe four
Some descriptive Lacking descriptive
methods to Thoroughly described the
information provided information about some
enhance four methods of
about each of the items, or all of the four methods
paragraph enhancing paragraph
but lacking some of the of enhancing paragraph
unity unity and coherence
important details unity and coherence
(4 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 4
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Overusing pronouns increases ambiguity in business writing.

ANSWER: True REFERENCE: 5.1
2. The emotional voice is preferred in business writing because it is direct, controlled, and reasonable.
ANSWER: False REFERENCE: 5.1
3. Jargon is a terminology that is over-used, worn out, and has very little meaning.
ANSWER: False REFERENCE: 5.2
4. Even a one-paragraph memo can include redundant terms and unnecessary modifiers.
ANSWER: True REFERENCE: 5.2
5. Each paragraph should contain no more that two or three distinct ideas.
ANSWER: False REFERENCE: 5.3
6. Transitional words and phrases are used to tie thoughts together and cannot be overused in business
writing.
ANSWER: False REFERENCE: 5.4
7. Reading out loud is an effective proofreading technique.
ANSWER: True REFERENCE: 5.4
8. Business voice is
a. direct, controlled, and reasonable
b. filled with technical jargon
c. stiff and unemotional
d. all of the above
ANSWER: A REFERENCE: 5.1
9. Which of the following statements uses language that would be considered sexist?
a. A doctor must be committed to his patients
b. Doctors must be committed to their patients
c. A doctor must be committed to his or her patients
d. She is committed to her patients
ANSWER: A REFERENCE: 5.1
10. Which of the following is NOT true of active verbs?
a. Active verbs communicate action
b. Sentences using active verbs are easier to read than those with passive verbs
c. Active verbs should be used exclusively in business writing
d. Sentences with active verbs are typically shorter than those with passive verbs
ANSWER: C REFERENCE: 5.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5
ANSWER KEY

11. Which of the following is NOT a technique used to develop effective sentences?
a. Use active verbs
b. Eliminate wordiness
c. Control emphasis
d. Use consistent sentence length
ANSWER: D REFERENCE: 5.2
12. Jargon is
a. an expression that is worn out and has very little meaning
b. technical or specialized terminology
c. the same as slang
d. all of the above
ANSWER: B REFERENCE: 5.2
13. Which of the following is NOT true of paragraph unity and coherence
a. Use words such as therefore, however, and but as transitional words
b. All sentences within one paragraph should relate to the same idea
c. Sentences should all be about the same length.
d. If a paragraph has more than one main idea, it should be broken into multiple paragraphs
ANSWER: C REFERENCE: 5.3
14. Spelling and grammar checkers on word processing software
a. find all spelling errors in a document
b. identify some of the grammatical errors in a document
c. check for appropriate transitions
d. identify overuse of modifiers
ANSWER: B REFERENCE: 5.4
15. Proofreading strategies include
a. read backwards
b. check names and figures
c. read out loud
d. all of the above
ANSWER: D REFERENCE: 5.4

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. What is the type of voice in business writing that is stiff and unemotional, but often considered a “safe”
way to write?
REFERENCE: 5.1
ANSWER: Encyclopedia voice
2. Words that are worn-out expression that have little meaning, are called?
REFERENCE: 5.2
ANSWER: Cliché

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5
ANSWER KEY

3. What type of verb is preferred in business writing?

REFERENCE: 5.2
ANSWER: Active verb
4. What should be done is a paragraph has more than one main idea?
REFERENCE: 5.3
ANSWER: Break the paragraph into multiple paragraphs
5. What type of words are used to serve as traffic signs to your reader or listener, providing early
warning of the direction in which your thought is heading?
REFERENCE: 5.4
ANSWER: Transitional words

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: In business writing, the words used give life to the message and ensure the message is clear
and effective. List and describe four principles for effective word use.
REFERENCE: 5.1
ANSWER:
Opt for specific and concrete words: Readers have only one motive in reading your writing. What’s
here, they ask, that can be put to use? When you use specific and concrete words, you give your
reader useful tools instead of airy approximations.
Avoid vague pronouns: Vague pronouns (this, it, that, these, those) can leave gaps of meaning in
your message. Business writers who know the power of specific words prefer to amplify the content of
the word at hand, not its volume. Instead of “very nervous,” they write “frantic”; instead of “very upset,”
“furious”; and instead of “very good,” “outstanding.” By doing so, these writers say more with fewer
words.
Choose positive words: Business writers recognize that happy, optimistic people are more open to
new ideas and change than are discouraged, cynical people. Therefore, such writers lose no
opportunity to accentuate the positive. Business writers wisely choose positive language whenever
they can to motivate an audience.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5
ANSWER KEY

Avoid sexist language: Some grammar handbooks still allow his to stand generically for humankind
instead of just males. But you can avoid even the appearance of sexist assumptions by using his or her
when the gender of the person is not known. Keep in mind that the phrase his or her can become
awkward when repeated several times in a paragraph. In that case, consider avoiding the gender issue
altogether by making your subject plural.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Only identified two or
List four Thoroughly identified the Identified at least three of
fewer of the four
principles four principles of effective the four principles of
principles of effective
(3 points) word use effective word use
word use
Some descriptive
Lacking descriptive
Describe four Thoroughly described the information provided
information about some
principles four principles of effective about each of the items,
or all of the four principles
(4 points) word use but lacking some of the
of effective word use
important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: The most effective written messages have paragraph unity and coherence. List and describe
four methods used to enhance paragraph unity and coherence.
REFERENCE: 5.3
ANSWER:
Use transitional words generously. If one idea grows out of a preceding idea, tell the reader by using
therefore. If an idea contrasts with an earlier idea, signal the difference with however, but, or in
contrast. In similar ways, you can signal the flow of meaning within your paragraphs with such words as
nevertheless, of course, in short, consequently, and so on.
Make smooth connections between sentences. The key to tight, smooth connections between
sentences lies in starting the thought of one sentence where the thought of the previous sentence left
off. At no point within a paragraph should the reader be startled by a new and unexpected point of
beginning. However, the advice to start one sentence where the previous sentence left off doesn’t
mean you should use the same words. Avoid using the last word of one sentence as the first word of
the following sentence.
Trace the relation among key words in your paragraph. Key words within a paragraph should relate
to each other and the overall message. In drafting, some writers go so far as to underline every subject
in a paragraph and then to ask, “How do these subjects lead from one to another?”

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 5
ANSWER KEY

Examine each paragraph to make sure it treats one central idea, not two or three. No paragraph
should include two distinct ideas. Rather, you should devote a separate paragraph to each idea. After
announcing a central point, a paragraph may go on to examine two or three aspects.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four
methods to Thoroughly identified the Identified at least three of Only identified two or
enhance four methods of the four methods of fewer of the four methods
paragraph enhancing paragraph enhancing paragraph of enhancing paragraph
unity unity and coherence unity and coherence unity and coherence
(3 points)
Describe four
Some descriptive Lacking descriptive
methods to Thoroughly described the
information provided information about some
enhance four methods of
about each of the items, or all of the four methods
paragraph enhancing paragraph
but lacking some of the of enhancing paragraph
unity unity and coherence
important details unity and coherence
(4 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Memos can be used for interoffice communication or communication with individuals outside of the
company.
2. Memos should be brief and to the point.
3. A policy memo is used to inform readers about developments, projects, and processes.
4. The popularity of e-mail is primarily due to its speed and ease of use.
5. E-mail is an effective form of communication when in-person interaction is not necessary.
6. E-mail, because of its security, is an effective communication tool for sensitive issues.
7. Because e-mail is a less formal method of communication, the rules for capitalization and punctuation
are less strict.
8. Which of the following is NOT one of the common mistakes when composing memos?
a. Using all capital letters
b. Leaving out major portions of sentences
c. Memo too long
d. Careless spelling and punctuation errors
9. Memos should be evaluated using the “next-week rule.” What is the “next-week rule”?
a. Will I be able to accomplish my objective by next week?
b. Will I want to see these words above my signature next week?
c. Will this memo be relevant next week?
d. Will the recipient receive this memo by next week?
10. Which of the following memo heading information is in the correct order?
a. Subject:, To:, Date:, From:
b. To:, From:, Date:, Subject:
c. Date:, Subject:, To:, From:
d. From:, To:, Subject:, Date:
11. Which of the following is a reason why e-mail has become such an essential method of business
communication?
a. Speed
b. Ease of use
c. Quick response time
d. All of the above
12. E-mail can be effectively used for all of the following communication situations EXCEPT
a. making requests
b. routine business transactions
c. important changes
d. brainstorming

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6

13. For which of the following communication situations would e-mail NOT be a good choice?
a. Giving constructive feedback
b. Making inquiries
c. Recapping discussions
d. All of the above
14. Which of the following will enhance e-mail communication?
a. Use standard business voice
b. Keep your language constructive
c. Follow rules of capitalization
d. All of the above
15. Which of the following would NOT be considered good e-mail etiquette regarding attachments and
replies?
a. Avoid sending unnecessary attachments
b. Use “Reply to All” sparingly
c. Include only your reply, not the original message, when replying to an e-mail
d. All of the above

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. What is a memo?

2. What type of memo is used to inform readers about developments, projects, and processes?

3. Using e-mail for some feedback is appropriate. The type of feedback that is appropriate for e-mail
where the comments you write are not long, are not controversial, and have been requested, is called?

4. A ______________ e-mail is an attempt by one party to voice a concern to another party through an
e-mail message that’s harsh in language and tone.

5. When replying to messages, reserve the ___________________ option for those cases in which you
need your message to be seen by each person who received the original message.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: E-mail has revolutionized business communication, but is not appropriate for every type
communication situation. List and describe four situations where e-mail is not the preferable form of
communication.

Question #2: List and explain five guidelines to enhance communication using e-mail.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Memos can be used for interoffice communication or communication with individuals outside of the
company.
ANSWER: False REFERENCE: 6.1
2. Memos should be brief and to the point.
ANSWER: True REFERENCE: 6.1
3. A policy memo is used to inform readers about developments, projects, and processes.
ANSWER: False REFERENCE: 6.2
4. The popularity of e-mail is primarily due to its speed and ease of use.
ANSWER: True REFERENCE: 6.3
5. E-mail is an effective form of communication when in-person interaction is not necessary.
ANSWER: True REFERENCE: 6.3
6. E-mail, because of its security, is an effective communication tool for sensitive issues.
ANSWER: False REFERENCE: 6.4
7. Because e-mail is a less formal method of communication, the rules for capitalization and punctuation
are less strict.
ANSWER: False REFERENCE: 6.5
8. Which of the following is NOT one of the common mistakes when composing memos?
a. Using all capital letters
b. Leaving out major portions of sentences
c. Memo too long
d. Careless spelling and punctuation errors
ANSWER: A REFERENCE: 6.1
9. Memos should be evaluated using the “next-week rule.” What is the “next-week rule”?
a. Will I be able to accomplish my objective by next week?
b. Will I want to see these words above my signature next week?
c. Will this memo be relevant next week?
d. Will the recipient receive this memo by next week?
ANSWER: B REFERENCE: 6.1
10. Which of the following memo heading information is in the correct order?
a. Subject:, To:, Date:, From:
b. To:, From:, Date:, Subject:
c. Date:, Subject:, To:, From:
d. From:, To:, Subject:, Date:
ANSWER: B REFERENCE: 6.2

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6
ANSWER KEY

11. Which of the following is a reason why e-mail has become such an essential method of business
communication?
a. Speed
b. Ease of use
c. Quick response time
d. All of the above
ANSWER: D REFERENCE: 6.3
12. E-mail can be effectively used for all of the following communication situations EXCEPT
a. making requests
b. routine business transactions
c. important changes
d. brainstorming
ANSWER: C REFERENCE: 6.3
13. For which of the following communication situations would e-mail NOT be a good choice?
a. Giving constructive feedback
b. Making inquiries
c. Recapping discussions
d. All of the above
ANSWER: A REFERENCE: 6.4
14. Which of the following will enhance e-mail communication?
a. Use standard business voice
b. Keep your language constructive
c. Follow rules of capitalization
d. All of the above
ANSWER: D REFERENCE: 6.5
15. Which of the following would NOT be considered good e-mail etiquette regarding attachments and
replies?
a. Avoid sending unnecessary attachments
b. Use “Reply to All” sparingly
c. Include only your reply, not the original message, when replying to an e-mail
d. All of the above
ANSWER: C REFERENCE: 6.5

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. What is a memo?
REFERENCE: 6.1
ANSWER: In-house or inter-office communication

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6
ANSWER KEY

2. What type of memo is used to inform readers about developments, projects, and processes?
REFERENCE: 6.2
ANSWER: Update memo

3. Using e-mail for some feedback is appropriate. The type of feedback that is appropriate for e-mail
where the comments you write are not long, are not controversial, and have been requested, is called?
REFERENCE: 6.3
ANSWER: Simple feedback
4. A ______________ e-mail is an attempt by one party to voice a concern to another party through an
e-mail message that’s harsh in language and tone.
REFERENCE: 6.4
ANSWER: flaming
5. When replying to messages, reserve the ___________________ option for those cases in which you
need your message to be seen by each person who received the original message.
REFERENCE: 6.5
ANSWER: Reply to All

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: E-mail has revolutionized business communication, but is not appropriate for every type
communication situation. List and describe four situations where e-mail is not the preferable form of
communication.
REFERENCE: 6.4
ANSWER:
When You Need to Give Constructive Feedback on Performance: The nature of giving constructive
feedback—positive and negative—is verbal and informal. It works best when it’s part of a two-way
conversation. Although positive feedback given in an e-mail message may be well received, it still has
less impact and seems less sincere than feedback given in person. When negative feedback is given
via e-mail, the giver can’t help the other person understand his or her message, and the receiver
doesn’t have the opportunity to discuss the matter and work out solutions.
After Your Previous E-Mail Messages Get Little or No Response: You may encounter situations in
which your inquiries made by e-mail get no response, or your questions are met with partial answers.
The reasons for this lack of response vary: disinterest in your issue, too many e-mails to pay attention
to yours, poor follow-through skills. Just because you think that you write the message clearly doesn’t
guarantee that the receiver reads and acts on it. Instead, talk to the person, either by phone or in
person, to find out what has happened and determine when you can get an answer.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6
ANSWER KEY

When You Address Sensitive Issues: With e-mail, it is difficult to discern what the other person is
thinking. When you choose one-way communication to communicate about sensitive matters, you
increase the risk of misunderstanding and tension, which is the opposite of what you’re trying to
achieve. In some circumstances, attempting to share your feedback, thoughts, or feelings via e-mail
often exacerbates an already touchy situation.
When You Want to Elicit Support and Understanding for Important Changes and Initiatives: Only
live and ongoing face-to-face communication about significant changes helps get people on board. The
chance to explain the company’s rationale, answer employees’ questions, seek input and involvement,
and address concerns is lost when this kind of communication is handled by e-mail. Written
communications can help reinforce announcements and updates about changes or new initiatives, but
as the sole communications for these matters, e-mail messages can create anxiety.
When You Need to Resolve Concerns and Conflicts: Trying to resolve conflict via e-mail is one of
the major abuses of e-mail communications. If you find yourself getting worked up or rewriting much of
what you want to say when you’re drafting an e-mail, you shouldn’t send that message. If you have an
important issue or problem that involves a high degree of emotion, go directly to the source to talk and
listen. The best method for resolving concerns and conflicts is live, person-to-person interaction;
telephone conversations can be used when you and the other person are in different locations.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four Thoroughly identified four Identified at least three Only identified two or
situations situations where e-mail is situations where e-mail is fewer situations where e-
(3 points) not appropriate not appropriate mail is not appropriate
Some descriptive Lacking descriptive
Describe four Thoroughly described information provided information about some
situations four situations where e- about each of the items, or all of the situations
(4 points) mail is not appropriate but lacking some of the where e-mail is not
important details appropriate
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: List and explain five guidelines to enhance communication using e-mail.
REFERENCE: 6.5
ANSWER:
Make your points directly and concisely: Get to the point and say what you need to say as briefly as
possible. Make clear use of the subject heading and use your first sentence or two to communicate
your central message.
Use your standard business voice: In this voice, you write directly to the issue and respectively to
your audience. With it, your readers are not likely to be put off by excessive emotions or formalities.
Go for short instead of long in your messages: If you write more than a page, nobody wants to read
it. In other words, the shorter your message, the more likely people will read and comprehend it. If you
find your e-mail exceeding a page in length, edit it down.
Follow accepted conventions for spelling, capitalization, grammar, and punctuation: Treat your
e-mail just as you would a printed letter.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 6
ANSWER KEY

Keep your language constructive: Say—or rather, write—your messages in the best way possible.
Keep the words respectful rather than harsh and avoid anything that sounds blaming or threatening.
Also, avoid words that can trigger negative reactions, such as always, never, and the not-words (don’t,
won’t, and can’t). If necessary, rephrase your message to be more constructive.
Follow rules of capitalization: When people use all capital letters for some or all of an e-mail
message, others interpret it as shouting at them. Stick to the standard practice of using capitals only at
the start of your sentences.
Write for your audience: Just as you do when speaking or writing a traditional communication, you
should understand who your audience is when sending an e-mail. Keeping your audience in mind helps
you keep your messages clear, concise, and respectful.
Think cross-culturally: The Internet has made international communication more accessible than
ever. Consider the cultural differences between you and your e-mail recipient before firing off your
message.
Read your e-mail message over at least twice before sending it: Unlike traditional memos that can
be fished out of the boss’s mailbox, e-mail messages are irretrievably on their way to their reader once
you press the Send button. In the case of a message written in the heat of the moment, you should let
it sit for 1 hour, then read it again. You may save yourself embarrassment (or worse).
Watch the humor: Having a sense of humor is a great attribute, but displaying it is much harder to do
in writing than it is in person-to-person interactions. If you can add an occasional lighthearted touch to
your e-mail messages, great, but the key is to focus on the content rather than the delivery.
Avoid off-color jokes and ridicule: These are offensive to readers of your e-mail.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Only identified two or
List four Thoroughly identified four Identified at least three
fewer guidelines to
guidelines guidelines to enhance e- guidelines to enhance e-
enhance e-mail
(3 points) mail communication mail communication
communication
Some descriptive Lacking descriptive
Thoroughly described
Explain four information provided information about some
four guidelines to
guidelines about each of the items, or all of the guidelines to
enhance e-mail
(4 points) but lacking some of the enhance e-mail
communication
important details communication
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Business letters differ from verbal communication in that they can be considered legal documents.
2. Form letters are no longer used in business communication because of the prevalence of word
processing software.
3. The inside address of a business letter provides the company name and address from whom the letter
is being sent.
4. The standard parts of the business letter are consistent regardless of the style of business letter to be
used.
5. It is important to include personal feelings about your personal life in business correspondence so the
reader can relate more personally to you.
6. An important component of business letters is to promote your company’s products, services, and
image.
7. When responding to claim requests, businesses should decide the action to be taken on a case-by-
case basis.
8. Which of the following is NOT a characteristic of modern day business letters?
a. Uses non-personal language
b. Can be considered a legal document
c. More professional looking
d. Can be based on a form letter
9. What part of the business letter immediately follows the letterhead?
a. Subject line
b. Inside address
c. Date
d. Attention line
10. What is the purpose of the enclosure notation?
a. Identify the author and typist of the letter
b. List items included with the letter
c. Alert the reader to others receiving a copy of the letter
d. Identify a message added to the letter
11. The attention line is used
a. To grab the reader’s attention
b. To list individuals receiving a copy of the letter
c. When something is included with the letter
d. When the letter is addressed to a company

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7

12. Which of the following letter styles has some parts that begin at the horizontal midpoint and the body
paragraph aligned at the left margin?
a. Block style
b. Indented style
c. Indented block style
d. Modified block style

13. Which of the following information would be appropriate to include in a business letter?
a. Information about your personal life
b. Information personalized to the reader
c. Negative information about your company
d. None of the above
14. Which of the following is the best way to deliver positive information in a business letter?
a. Provide detailed information in the opening of your letter
b. Tell the reader the positive information in the closing of the letter
c. Begin by highlighting new products and services
d. Tell the reader what you are saying “yes” to
15. Which of the following is NOT a question to ask yourself when deciding whether or not to approve a
claim request?
a. Is the problem the customer’s fault?
b. Is the company at fault?
c. Is the customer right?
d. Can I resolve the problem satisfactorily?

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Explain how modern business letters differ from those before computers and word processing software
became prevalent in the business environment.

2. The main section of the business letter, which contains the message of the letter, is called the
_________.

3. The style of business letter where all the parts of the letter begin at the left margin is called?

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7

4. In business writing, a company must show empathy with their readers. What is this referred to as?

5. When responding positively to a claim letter, what should be included in the final paragraph of the body
of the letter?

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: The format of a business letter can convey the message of professionalism even before the
message is read. List and describe the different parts of a standard business letter.

Question #2: A positive business letter is an opportunity to build goodwill for the company. List and explain
the four point plan for composing positive business letters.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Business letters differ from verbal communication in that they can be considered legal documents.
ANSWER: True REFERENCE: 7.1
2. Form letters are no longer used in business communication because of the prevalence of word
processing software.
ANSWER: False REFERENCE: 7.1
3. The inside address of a business letter provides the company name and address from whom the letter
is being sent.
ANSWER: False REFERENCE: 7.2
4. The standard parts of the business letter are consistent regardless of the style of business letter to be
used.
ANSWER: True REFERENCE: 7.3
5. It is important to include personal feelings about your personal life in business correspondence so the
reader can relate more personally to you.
ANSWER: False REFERENCE: 7.4
6. An important component of business letters is to promote your company’s products, services, and
image.
ANSWER: True REFERENCE: 7.5
7. When responding to claim requests, businesses should decide the action to be taken on a case-by-
case basis.
ANSWER: True REFERENCE: 7.6
8. Which of the following is NOT a characteristic of modern day business letters?
a. Uses non-personal language
b. Can be considered a legal document
c. More professional looking
d. Can be based on a form letter
ANSWER: A REFERENCE: 7.1
9. What part of the business letter immediately follows the letterhead?
a. Subject line
b. Inside address
c. Date
d. Attention line
ANSWER: C REFERENCE: 7.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7
ANSWER KEY

10. What is the purpose of the enclosure notation?

a. Identify the author and typist of the letter
b. List items included with the letter
c. Alert the reader to others receiving a copy of the letter
d. Identify a message added to the letter
ANSWER: B REFERENCE: 7.2
11. The attention line is used
a. To grab the reader’s attention
b. To list individuals receiving a copy of the letter
c. When something is included with the letter
d. When the letter is addressed to a company
ANSWER: D REFERENCE: 7.2
12. Which of the following letter styles has some parts that begin at the horizontal midpoint and the body
paragraph aligned at the left margin?
a. Block style
b. Indented style
c. Indented block style
d. Modified block style
ANSWER: D REFERENCE: 7.3
13. Which of the following information would be appropriate to include in a business letter?
a. Information about your personal life
b. Information personalized to the reader
c. Negative information about your company
d. None of the above
ANSWER: B REFERENCE: 7.4
14. Which of the following is the best way to deliver positive information in a business letter?
a. Provide detailed information in the opening of your letter
b. Tell the reader the positive information in the closing of the letter
c. Begin by highlighting new products and services
d. Tell the reader what you are saying “yes” to
ANSWER: D REFERENCE: 7.5
15. Which of the following is NOT a question to ask yourself when deciding whether or not to approve a
claim request?
a. Is the problem the customer’s fault?
b. Is the company at fault?
c. Is the customer right?
d. Can I resolve the problem satisfactorily?
ANSWER: A REFERENCE: 7.6

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7
ANSWER KEY

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Explain how modern business letters differ from those before computers and word processing software
became prevalent in the business environment.
REFERENCE: 7.1
ANSWER: Answers could include: use of guide letter and letter recipes, less personal, less
attractive and professional looking, or more apt to contain spelling and grammatical errors
2. The main section of the business letter, which contains the message of the letter, is called the
_________.
REFERENCE: 7.2
ANSWER: Body
3. The style of business letter where all the parts of the letter begin at the left margin is called?
REFERENCE: 7.3
ANSWER: Block style
4. In business writing, a company must show empathy with their readers. What is this referred to as?
REFERENCE: 7.4
ANSWER: You emphasis
5. When responding positively to a claim letter, what should be included in the final paragraph of the body
of the letter?
REFERENCE: 7.6
ANSWER: Information about new or existing products, services, sales, or promotions, which
will promote the image of your company.

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: The format of a business letter can convey the message of professionalism even before the
message is read. List and describe the different parts of a standard business letter.
REFERENCE: 7.2
ANSWER:
Letterhead: The letterhead attractively displays the company’s logo and contact information.
Date: Place the date that the letter is to be mailed two line spaces below the return address(in the
letterhead); then leave two more line spaces between it and the inside address. Use the traditional date
format, without abbreviations: June 23, 2006.
Inside Address: The inside address is to whom the letter is being written. Include name, job title,
company name, and full address in the inside address.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7
ANSWER KEY

Subject Statement: A subject statement briefly describes the topic of your letter. It should have two
line-spaces above it and below it, to make it stand out. It may be placed between the inside address
and the salutation, or between the salutation and the first paragraph of the body of the letter.
Attention Line: When you address your letter directly to the company, use the attention line to name a
person, position, or department. The word ATTENTION is often capitalized for emphasis. Place the
attention line after the inside address.
Salutation: The traditional greeting appears beneath the inside address, begins with the word “Dear”
followed by a courtesy title (Mr., Mrs., Ms., Miss, or Dr.) then the person’s last name (i.e. Dear Mr.
Bevins).
Body of Your Letter: The body of the letter contains the message you want your reader to receive.
This is the message that motivated you to write the letter in the first place.
Complimentary Close: This brief or phrase (such as: Sincerely, Cordially, With best wishes) is your
last chance to show regard for your reader. After the body of the letter, insert two line spaces and then
type the complimentary close that seems most appropriate.
Signature: Because your typed full name and professional title (optional) appear beneath your
signature, you don’t need to take pains to ensure that your signature shows perfect penmanship.
Final Notations: A series of notations often appears at the bottom of business letters, always below
the signature and along the left-hand margin. Some of the common final notations are: reference
initials, enclosure, and copy notation.
Postscript: Located below all other matter on the letter, a postscript identifies a message that you
want to add to the letter—often a thought or a request that deserves the reader’s special attention. The
postscript is marked by the letters P.S.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the parts
Thoroughly identified all Identified at least 8 of the Only identified 7 or fewer
of a business
of the parts of a business 11 parts of a business of the 11 parts of a
letter
letter letter business letter
(3 points)
Some descriptive
Describe the Lacking descriptive
Thoroughly described all information provided
parts of a information about some
of the parts of a business about each of the items,
business letter or all of the parts of a
letter but lacking some of the
(4 points) business letter
important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 7
ANSWER KEY

Question #2: A positive business letter is an opportunity to build goodwill for the company. List and explain
the four point plan for composing positive business letters.
REFERENCE: 7.5
ANSWER:
Deliver the “yes” message as soon as possible in the letter: In the opening paragraph, the reader
should receive the positive information. Specific details and additional information are explained later in
the letter.
Keep the “yes” message simple. If possible, let the yes statement stand by itself without a clutter of
conditions, comments, and qualifications in the same paragraph. Don’t spoil this good moment for the
reader.
Tell the reader exactly what you are saying “yes” to. Be specific. Especially in contractual matters
and questions of credit, it is wise to spell out (in the next paragraph) the exact commitment you are
making by your yes response.
Sell your company’s service, product, image, or relationship. A customer who has just heard you
say “yes” may be quite receptive to sales information. Here are three ways you can weave your sales
message into your yes letter:
• Mention a related product or service your client might need.
• Describe the future relationship you look forward to with the client.
• Thank the client for past business and promise continued good service.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the main
Thoroughly identified all Only identified two or
points of a Identified three points of
the points of the four- fewer of the four-point
positive the four-point plan for
point plan for positive plan for positive business
business letter positive business letters
business letters letters
(3 points)
Describe the Some descriptive Lacking descriptive
main points of Thoroughly described all information provided information about some
a positive of the four-point plan for about each of the items, or all of the four-point
business letter positive business letters but lacking some of the plan for positive business
(4 points) important details letters
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Generally, the best way to deliver negative information is to use the indirect pattern.
2. When using the indirect pattern for delivering negative information, it is appropriate to suggest
alternative ways to resolve the situation after delivering the negative news.
3. The direct approach for delivering negative information begins by restating the issue or situation at
hand.
4. Goodwill can be built even when a company has to deliver negative information to a customer.
5. Language and tone are not important when using the direct approach to deliver negative information.
6. When declining an invitation the writer should be polite, yet indecisive, so as not to offend the individual
extending the invitation.
7. It is important to keep written responses courteous and businesslike, regardless of how abusive the
claim letter is.
8. When using the indirect pattern to deliver negative information, the negative information is placed
a. after the introduction
b. before the buffer
c. after the buffer
d. at the beginning of the letter
9. Which of the following is NOT a characteristic of the buffer?
a. A statement of appreciation or goodwill
b. A positive or neutral statement
c. The first paragraph when using the indirect pattern
d. Sets the context for the negative news
10. Which of the following is NOT a technique used to create an effective buffer?
a. Choose a positive aspect of the subject at hand
b. Concentrate on special needs
c. Praise the reader for personal or professional qualities
d. Highlight new products or promotions
11. The direct approach for delivering negative news is used when
a. responding to a simple “can you or can’t you” question
b. an explanation is necessary
c. the company does not want to keep the individual as a customer
d. all of the above
12. When using the direct approach to deliver negative information, the negative information
a. is placed after describing the situation
b. should be stated firmly and politely
c. is placed after the explanation
d. should be vague and ambiguous

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8

13. Which of the following should be included in a letter used to decline an order from a customer?
a. Statement of appreciation for the order
b. Clear statement of what the company can and cannot provide
c. Explanations and qualifications that might be helpful to the reader
d. All of the above
14. Which of the following would NOT be included when declining an invitation?
a. Opening buffer
b. Polite and firm decline of the offer
c. Referral to someone else
d. Friendly close
15. Which of the following is NOT a guideline to use when responding to a claim?
a. Determine what you are able to give if the claim has merit
b. Fulfill the customer’s request
c. Avoid language that may cause future problems for your company
d. Assess whether the claim is justified

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. What is the opening paragraph in a negative message using the indirect pattern called?

2. What is the purpose of the closing paragraph of a negative message using the indirect pattern?

3. The ________________ approach may sometimes not include an explanation to accompany the
answer.

4. When using the direct approach to deliver negative messages, the negative message should be at the
____________ of the letter.

5. When responding negatively to an order from a buyer, what should be included in the second
paragraph when using the indirect pattern?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: Some business communication situations require the company to deliver bad news to the
reader. List and describe the three parts of the indirect pattern for delivering a negative

Question #2: Sometimes companies are faced with situations that require a follow-up letter in addition to
the original negative response. List and describe three alternative responses when writing a negative
follow-up letter.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Generally, the best way to deliver negative information is to use the indirect pattern.
ANSWER: True REFERENCE: 8.1
2. When using the indirect pattern for delivering negative information, it is appropriate to suggest
alternative ways to resolve the situation after delivering the negative news.
ANSWER: True REFERENCE: 8.1
3. The direct approach for delivering negative information begins by restating the issue or situation at
hand.
ANSWER: False REFERENCE: 8.2
4. Goodwill can be built even when a company has to deliver negative information to a customer.
ANSWER: True REFERENCE: 8.1
5. Language and tone are not important when using the direct approach to deliver negative information.
ANSWER: False REFERENCE: 8.2
6. When declining an invitation the writer should be polite, yet indecisive, so as not to offend the individual
extending the invitation.
ANSWER: False REFERENCE: 8.3
7. It is important to keep written responses courteous and businesslike, regardless of how abusive the
claim letter is.
ANSWER: True REFERENCE: 8.3
8. When using the indirect pattern to deliver negative information, the negative information is placed
a. after the introduction
b. before the buffer
c. after the buffer
d. at the beginning of the letter
ANSWER: C REFERENCE: 8.1
9. Which of the following is NOT a characteristic of the buffer?
a. A statement of appreciation or goodwill
b. A positive or neutral statement
c. The first paragraph when using the indirect pattern
d. Sets the context for the negative news
ANSWER: A REFERENCE: 8.1
10. Which of the following is NOT a technique used to create an effective buffer?
a. Choose a positive aspect of the subject at hand
b. Concentrate on special needs
c. Praise the reader for personal or professional qualities
d. Highlight new products or promotions
ANSWER: D REFERENCE: 8.1

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8
ANSWER KEY

11. The direct approach for delivering negative news is used when
a. responding to a simple “can you or can’t you” question
b. an explanation is necessary
c. the company does not want to keep the individual as a customer
d. all of the above
ANSWER: A REFERENCE: 8.2
12. When using the direct approach to deliver negative information, the negative information
a. is placed after describing the situation
b. should be stated firmly and politely
c. is placed after the explanation
d. should be vague and ambiguous
ANSWER: B REFERENCE: 8.2
13. Which of the following should be included in a letter used to decline an order from a customer?
a. Statement of appreciation for the order
b. Clear statement of what the company can and cannot provide
c. Explanations and qualifications that might be helpful to the reader
d. All of the above
ANSWER: D REFERENCE: 8.3
14. Which of the following would NOT be included when declining an invitation?
a. Opening buffer
b. Polite and firm decline of the offer
c. Referral to someone else
d. Friendly close
ANSWER: C REFERENCE: 8.3
15. Which of the following is NOT a guideline to use when responding to a claim?
a. Determine what you are able to give if the claim has merit
b. Fulfill the customer’s request
c. Avoid language that may cause future problems for your company
d. Assess whether the claim is justified
ANSWER: B REFERENCE: 8.3

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. What is the opening paragraph in a negative message using the indirect pattern called?
REFERENCE: 8.1
ANSWER: The buffer
2. What is the purpose of the closing paragraph of a negative message using the indirect pattern?
REFERENCE: 8.1
ANSWER: A statement of appreciation or goodwill

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8
ANSWER KEY

3. The ________________ approach may sometimes not include an explanation to accompany the
answer.
REFERENCE: 8.2
ANSWER: direct
4. When using the direct approach to deliver negative messages, the negative message should be at the
____________ of the letter.
REFERENCE: 8.2
ANSWER: beginning
5. When responding negatively to an order from a buyer, what should be included in the second
paragraph when using the indirect pattern?
REFERENCE: 8.3
ANSWER: a clear statement of what you can and cannot provide

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: Some business communication situations require the company to deliver bad news to the
reader. List and describe the three parts of the indirect pattern for delivering a negative
REFERENCE: 8.1
ANSWER:
The Buffer Statement: A buffer is a positive or neutral statement—not a negative one—that serves as
a starting place for your negative response or bad news. Buffers allow the reader to feel comfortable
with you before experiencing the discomfort of the “no” message. By using buffers, writers try to
prepare the reader to receive the negative response. Of course, you can’t avoid disappointing the
reader entirely. However, your effort to soften the blow of the negative response often builds a feeling
of goodwill that goes beyond the momentary disappointment.
The Negative News or “No” Message: Even though you’re trying to show the reader you care with
your tone and choice of words, you still have to deliver the bad news. Doing so clearly and decisively
will spare your reader any confusion. If appropriate, include a brief explanation that will help the reader
understand your decision. At this point you also have the opportunity to suggest alternative ways to
resolve the situation. This may involve some type of action, such as a meeting or phone call.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8
ANSWER KEY

The Closing: Do your best to end your letter on a friendly note—a statement of appreciation or
goodwill:

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the three Identified at least three of Only identified two or
Thoroughly identified all
part of the the four parts of the fewer of the four parts of
four parts of the indirect
indirect indirect pattern for the indirect pattern for
pattern for delivering a
pattern delivering a negative delivering a negative
negative message
(3 points) message message
Lacking descriptive
Some descriptive
Thoroughly described the information about some
Describe four information provided
four parts of the indirect or all of the four parts of
main points about each of the items,
pattern for delivering a the indirect pattern for
(4 points) but lacking some of the
negative message delivering a negative
important details
message
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: Sometimes companies are faced with situations that require a follow-up letter in addition to
the original negative response. List and describe three alternative responses when writing a negative
follow-up letter.
REFERENCE: 8.3
ANSWER:
Repeat your explanation in different words: Add appropriate clarifying information. Your reader will
feel insulted, and rightly so, if you simply repeat your exact words from an earlier letter.
Provide the additional information requested: You may decide to put in some extra effort to salvage
a business relationship. The writer should research the customer’s complaint and reports the results.
This additional information spares the customer loss of face and avoids false accusation. The customer
will probably appreciate the writer’s research efforts and willingness to supply helpful information.
Refer the matter to someone else: This option is helpful only when it truly helps the reader. Don’t
pass on a complaint to an employee who never answers the phone or responds to letters.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the three
alternative for Thoroughly identified all Identified at least two of Only identified one of the
follow-up three alternatives for the three alternatives for three alternatives for
letters writing follow-up letters writing follow-up letters writing follow-up letters
(3 points)
Describe three Some descriptive Lacking descriptive
alternatives for Thoroughly described the information provided information about some
follow-up three alternatives for about each of the items, or all of the three
letters writing follow-up letters but lacking some of the alternatives for writing
(4 points) important details follow-up letters
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 8
ANSWER KEY

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A sales letter is a form of persuasive letter.

2. A persuasive letter is used to make the reader aware of their needs.
3. Market research is done only by companies that specialize in providing this service for other
companies.
4. Before writing a sales letter, it is important to determine the needs of your potential reader.
5. Sales letters should always request a specific action by the reader.
6. A claim letter is used to request payment from a debtor.
7. It usually requires two or three collection letters before a delinquent debtor pays a bill.
8. Which of the following is NOT a common type of persuasive letter?
a. Information request letter
b. Collection letter
c. Sales letter
d. Claim letter
9. A persuasive letter
a. focuses on what the writer can provide
b. should not always be based on facts
c. is used to influence
d. none of the above
10. Which of the following is NOT a common mistake when composing a sales letter?
a. Asking for a specific response or action
b. Overwhelming readers with information
c. Being overly sincere
d. Making your product sound better than it is
A specific action statement in a sales letter should include
a. an action verb
b. contact information
c. a specific time frame
d. all of the above
11. Which of the following is NOT a guideline to use when writing a claim letter?
a. Ask the company to which your writing to determine the remedy
b. Determine who can solve your problem
c. Express your disappointment in clear, factual terms
d. Offer to assist in the effort to correct the situation

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9

12. Which of the following is NOT an aspect of writing an effective claim letter?
a. Write and send your letter as soon as the problem arises
b. Identify the reader’s needs
c. Be open-minded about the solution
d. Write in a controlled and realistic tone
13. What is the goal of a collection letter?
a. Inform the reader of their delinquent debt
b. Promote goodwill for the company
c. Settle the account as quickly as possible
d. Retain the individual as a customer
14. Which of the following is true of collection letters?
a. The tone of the letters should remain consistent through the stages of collection
b. Most delinquent accounts require two or three collection letters to be sent
c. Legal action is used as a motivator in the final stage
d. All the above

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Attempting to influence a person’s thoughts or actions by demonstrating reasons for that person to
accept your influence, is called __________________.

2. _______________ ________________ is the process by which your company or an outside

organization gathers, analyzes, and interprets information about a market or a product or service to be
offered.

3. What is the acronym used to describe the step-by-step process for composing a sales letter?

4. What is the type of persuasive letter used to make and explain a demand for repayment, restitution, or
replacement of a product or service?

5. When writing the first collection letter, what does the writer assume about why payment has not been
received?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: List and explain the five steps used to compose an effective sales letter.

Question #2: Collection letters are means of getting companies and individuals to meet their financial
obligations and settle their account as quickly as possible. List and describe the four types of collection
letters.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A sales letter is a form of persuasive letter.

ANSWER: True REFERENCE: 9.1
2. A persuasive letter is used to make the reader aware of their needs.
ANSWER: True REFERENCE: 9.1
3. Market research is done only by companies that specialize in providing this service for other
companies.
ANSWER: False REFERENCE: 9.2
4. Before writing a sales letter, it is important to determine the needs of your potential reader.
ANSWER: True REFERENCE: 9.2
5. Sales letters should always request a specific action by the reader.
ANSWER: True REFERENCE: 9.2
6. A claim letter is used to request payment from a debtor.
ANSWER: False REFERENCE: 9.3
7. It usually requires two or three collection letters before a delinquent debtor pays a bill.
ANSWER: False REFERENCE: 9.4
8. Which of the following is NOT a common type of persuasive letter?
a. Information request letter
b. Collection letter
c. Sales letter
d. Claim letter
ANSWER: A REFERENCE: 9.1
9. A persuasive letter
a. focuses on what the writer can provide
b. should not always be based on facts
c. is used to influence
d. none of the above
ANSWER: C REFERENCE: 9.1
10. Which of the following is NOT a common mistake when composing a sales letter?
a. Asking for a specific response or action
b. Overwhelming readers with information
c. Being overly sincere
d. Making your product sound better than it is
ANSWER: A REFERENCE: 9.2

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9
ANSWER KEY

11. A specific action statement in a sales letter should include

a. an action verb
b. contact information
c. a specific time frame
d. all of the above
ANSWER: D REFERENCE: 9.2
12. Which of the following is NOT a guideline to use when writing a claim letter?
a. Ask the company to which your writing to determine the remedy
b. Determine who can solve your problem
c. Express your disappointment in clear, factual terms
d. Offer to assist in the effort to correct the situation
ANSWER: A REFERENCE: 9.3
13. Which of the following is NOT an aspect of writing an effective claim letter?
a. Write and send your letter as soon as the problem arises
b. Identify the reader’s needs
c. Be open-minded about the solution
d. Write in a controlled and realistic tone
ANSWER: B REFERENCE: 9.3
14. What is the goal of a collection letter?
a. Inform the reader of their delinquent debt
b. Promote goodwill for the company
c. Settle the account as quickly as possible
d. Retain the individual as a customer
ANSWER: C REFERENCE: 9.4
15. Which of the following is true of collection letters?
a. The tone of the letters should remain consistent through the stages of collection
b. Most delinquent accounts require two or three collection letters to be sent
c. Legal action is used as a motivator in the final stage
d. All the above
ANSWER: C REFERENCE: 9.4

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Attempting to influence a person’s thoughts or actions by demonstrating reasons for that person to
accept your influence, is called __________________.
REFERENCE: 9.1
ANSWER: Persuasion

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9
ANSWER KEY

2. _______________ ________________ is the process by which your company or an outside

organization gathers, analyzes, and interprets information about a market or a product or service to be
offered.
REFERENCE: 9.2
ANSWER: Market research
3. What is the acronym used to describe the step-by-step process for composing a sales letter?
REFERENCE: 9.2
ANSWER: S-A-L-E-S
4. What is the type of persuasive letter used to make and explain a demand for repayment, restitution, or
replacement of a product or service?
REFERENCE: 9.3
ANSWER: Claim letter
5. When writing the first collection letter, what does the writer assume about why payment has not been
received?
REFERENCE: 9.4
ANSWER: The debtor simply forgot or overlooked paying the bill

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: List and explain the five steps used to compose an effective sales letter.
REFERENCE: 9.2
ANSWER:
Spark the Imagination: The opener of a sales letter should immediately capture the reader’s attention.
If it doesn’t, there’s a good chance the reader won’t read it, and it will end up in the trash with the other
unsolicited mail.
Announce the Product or Service: You’ve piqued your reader’s curiosity with your opening
sentences, and now he or she wants that curiosity satisfied. This portion should first advertise your
product or service; only then can you move on to matters such as the history of your company or your
product, or the expertise of your personnel. Name what you have to offer in specific terms, and do so
with an honest, assertive voice. Where space permits, provide a persuasive example or two.
List the Advantages to the Client: This section of the sales letter convinces readers that your
advertised claims in the second paragraph have practical applications. Here’s your chance to
demonstrate the wide variety of needs your product or service can fulfill. Because the second
paragraph of a sales letter often turns out to be rather long, consider saving space by setting off major
points as a list.
Express Appreciation and Goodwill: Now’s the time to thank your reader for considering your ideas,
or to praise the reader’s company. Although compliments may seem to be unnecessary to you, they
are high-interest items to readers.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9
ANSWER KEY

Specify Exactly What the Client Should Do—and When: Finally, tell the reader in a clear, specific
way what you want him or her to do—and when—to bring about the advantages described in the letter.
Define an easy and appealing path of action for your reader. If the action is at all complicated, break it
into separate steps. Specific action statements often consist of an action verb, a specific address and
telephone number, a specific time, and perhaps one final advantage if the reader does what you
suggest.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List five steps Identified at least four of Only identified three or
Thoroughly identified all
in composing the five steps in fewer of the five steps in
five steps in composing
a sales letter composing an effective composing an effective
an effective sales letter
(3 points) sales letter sales letter
Describe five Some descriptive Lacking descriptive
steps in Thoroughly described all information provided information about some
composing a five steps in composing about each of the items, or all of the five steps in
sales letter an effective sales letter but lacking some of the composing an effective
(4 points) important details sales letter
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: Collection letters are means of getting companies and individuals to meet their financial
obligations and settle their account as quickly as possible. List and describe the four types of collection
letters.
REFERENCE: 9.4
ANSWER:
The Friendly Reminder: In the friendly-reminder collection letter the writer assumes that the debtor
simply forgot to make the payment. The first collection letter can bring more than a 50% response rate
from delinquent debtors. These are relatively good customers who you don’t want to chase away with
surly collection language. The letter, therefore, is friendly. The letter is brief because clients will not
read more. It relies on goodwill and a sense of responsibility to produce the payment of the debt.
The Firm Request: If the first collection letter brings no response, you can assume that a simple slip of
memory is not to blame. Instead, assume that some problem (illness, layoff, travel, and so forth) has
interrupted the regular flow of payments. The tone becomes firm with a hint of urgency. You attempt to
motivate the reader on the basis of a sense of fairness and business decency.
The Urgent Appeal: If payment still is not received, the writer must assume that the debtor cannot or
will not pay without strong motivation. The tone is now straightforward and urgent. The letter names a
specific time, place, and person to whom payment must be made. The writer attempts to motivate the
customer by pride, and a bit of fear.
The Final Demand: By now, the company has invested a considerable amount of time and expense in
trying to rescue a bad debt. The last collection letter (before the collection agency begins its own
series) assumes that the debtor will not pay and will make no effort to arrange partial payment. The
characteristics of the final collection effort are determined and tough, but not offensive. It names a last-
ditch time, place, and person for payment. The principal motivator now is fear of legal action. The
company no longer cares to consider future patronage from the debtor. It wants its money.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 9
ANSWER KEY

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four types
Thoroughly identified all Identified at least three of Only identified two or
of collection
four types of collection the four types of fewer of the four types of
letters
letters collection letters collection letters
(3 points)
Some descriptive
Lacking descriptive
Describe four Thoroughly described all information provided
information about some
main points four types of collection about each of the items,
or all of the four types of
(4 points) letters but lacking some of the
collection letters
important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. When speaking assertively, nonverbal tools include the substance of what you say.
2. In the positive approach to business communication, individuals should use constructive honesty to
emphasize what can’t be done.
3. Part of a professional greeting is giving the caller your name when you answer the phone.
4. Nonverbal messages can be conveyed over the phone.
5. It is proper voicemail etiquette to request a call back.
6. Taking notes while others are speaking in a meeting is considered rude and distracting.
7. When leading a meeting, it is important to have participants introduce themselves if there are more
than 20 people in attendance.
8. If you disagree with something you hear in a meeting
a. explain why the idea is bad
b. speak to the person about your disagreement at a later time
c. suggest a positive alternative
d. ask if anyone else disagrees with the speaker
9. Participating effectively in meetings includes all of the following EXCEPT
a. taking notes while you are listening
b. leaving out your opinions
c. tuning in to nonverbal cues
d. contribute information related to the purpose of the meeting
10. Which of the following would NOT be a typical task for an individual leading a meeting?
a. Remind participants to turn off their cell phone
b. Introduce and provide a brief background about each person in the meeting
c. Set a start and end time for the meeting
d. State clearly the purpose of the meeting
11. When leading a meeting
a. distribute an agenda prior to the meeting if possible
b. use formal rules of order
c. don’t interrupt someone while they are speaking
d. all of the above
12. Which of the following is NOT an aspect of speaking in the positive?
a. Honest
b. Constructive
c. Direct
d. Sympathetic

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10

13. Communicating constructive words involves

a. being objective
b. using positive words
c. being clear and respectful
d. all of the above
14. Which of the following would NOT typically be included in a voicemail?
a. An opening buffer to build goodwill
b. Your name and telephone number
c. Request for a call back
d. Brief explanation of the reason for calling
15. Which of the following is NOT true when planning a productive meeting?
a. Know what is important to your audience
b. Using a meeting outline limits creativity and flow
c. Research the topic of discussion prior to the meeting
d. All of the above

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. _______________ is trying to make a bad message sound good.

2. When answering the phone, what should you do to help make your voice sound warm and friendly?

3. Remembering to confirm commitments made and check agreements before ending a phone call is
called _____________________.

4. _______________ is the verbal message you leave when someone doesn’t answer the phone.

5. When preparing for a serious or challenging meeting, it is important to have a _______________.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: Speaking in the positive is the form of communication that expresses your message in the
best possible way. List and describe the three characteristics of speaking in the positive.

Question #2: Meetings are important and common in the business environment. Meetings are most
productive and beneficial when all members are active participants. List and explain four suggestions to
help you participate effectively in meetings.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. When speaking assertively, nonverbal tools include the substance of what you say.
ANSWER: False REFERENCE: 10.1
2. In the positive approach to business communication, individuals should use constructive honesty to
emphasize what can’t be done.
ANSWER: False REFERENCE: 10.2
3. Part of a professional greeting is giving the caller your name when you answer the phone.
ANSWER: True REFERENCE: 10.3
4. Nonverbal messages can be conveyed over the phone.
ANSWER: True REFERENCE: 10.3
5. It is proper voicemail etiquette to request a call back.
ANSWER: True REFERENCE: 10.4
6. Taking notes while others are speaking in a meeting is considered rude and distracting.
ANSWER: False REFERENCE: 10.7
7. When leading a meeting, it is important to have participants introduce themselves if there are more
than 20 people in attendance.
ANSWER: False REFERENCE: 10.8
8. If you disagree with something you hear in a meeting
a. explain why the idea is bad
b. speak to the person about your disagreement at a later time
c. suggest a positive alternative
d. ask if anyone else disagrees with the speaker
ANSWER: C REFERENCE: 10.7
9. Participating effectively in meetings includes all of the following EXCEPT
a. taking notes while you are listening
b. leaving out your opinions
c. tuning in to nonverbal cues
d. contribute information related to the purpose of the meeting
ANSWER: B REFERENCE: 10.7
10. Which of the following would NOT be a typical task for an individual leading a meeting?
a. Remind participants to turn off their cell phone
b. Introduce and provide a brief background about each person in the meeting
c. Set a start and end time for the meeting
d. State clearly the purpose of the meeting
ANSWER: B REFERENCE: 10.8

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 4
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10
ANSWER KEY

11. When leading a meeting

a. distribute an agenda prior to the meeting if possible
b. use formal rules of order
c. don’t interrupt someone while they are speaking
d. all of the above
ANSWER: A REFERENCE: 10.8
12. Which of the following is NOT an aspect of speaking in the positive?
a. Honest
b. Constructive
c. Direct
d. Sympathetic
ANSWER: D REFERENCE: 10.1
13. Communicating constructive words involves
a. being objective
b. using positive words
c. being clear and respectful
d. all of the above
ANSWER: D REFERENCE: 10.1
14. Which of the following would NOT typically be included in a voicemail?
a. An opening buffer to build goodwill
b. Your name and telephone number
c. Request for a call back
d. Brief explanation of the reason for calling
ANSWER: A REFERENCE: 10.4
15. Which of the following is NOT true when planning a productive meeting?
a. Know what is important to your audience
b. Using a meeting outline limits creativity and flow
c. Research the topic of discussion prior to the meeting
d. All of the above
ANSWER: B REFERENCE: 10.6

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. _______________ is trying to make a bad message sound good.

REFERENCE: 10.2
ANSWER: Sugarcoating
2. When answering the phone, what should you do to help make your voice sound warm and friendly?
REFERENCE: 10.3
ANSWER: Smile or have a smile in your voice

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 4
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10
ANSWER KEY

3. Remembering to confirm commitments made and check agreements before ending a phone call is
called _____________________.
REFERENCE: 10.3
ANSWER: closing the call
4. _______________ is the verbal message you leave when someone doesn’t answer the phone.
REFERENCE: 10.4
ANSWER: Voice mail
5. When preparing for a serious or challenging meeting, it is important to have a _______________.
REFERENCE: 10.6
ANSWER: plan

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: Speaking in the positive is the form of communication that expresses your message in the
best possible way. List and describe the three characteristics of speaking in the positive.
REFERENCE: 10.1
ANSWER:
Honest: Communicating honestly means being straight and truthful with others, having nothing
deceptive or insincere in your language. Most people are able to honestly tell what they think about an
issue—as long as they feel safe in doing so.
Direct: Direct means simply getting to the point and doing so with tact and respect. Sometimes people
confuse directness with being blunt. Being blunt doesn’t take the other person into consideration and
often is hurtful in the way the speaker gets to the point.
Constructive: Being constructive is being as objective as possible in the words you say. Sometimes,
people tell it like it is, but then ruin their messages by using destructive words; that isn’t speaking in the
positive. Whether the issue is a sensitive one or you have good or bad news to report, being
constructive means making your point with words that make the message clear and respectful.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List three
characteristics Thoroughly identified all Identified at least two of Only identified one of the
of speaking in three characteristics of the three characteristics three characteristics of
the positive speaking in the positive of speaking in the positive speaking in the positive
(3 points)
Describe three Some descriptive Lacking descriptive
characteristics Thoroughly described all information provided information about some
of speaking in three characteristics of about each of the items, or all of the three
the positive speaking in the positive but lacking some of the characteristics of
(4 points) important details speaking in the positive
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 4
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 10
ANSWER KEY

Question #2: Meetings are important and common in the business environment. Meetings are most
productive and beneficial when all members are active participants. List and explain four suggestions to
help you participate effectively in meetings.
REFERENCE: 10.7
ANSWER:
Contribute Information: It isn’t enough simply to contribute or to give information. Don’t say
something just to be able to say that you participated in the meeting, and don’t provide information that
really doesn’t contribute to a meeting’s overall purpose. On the other hand, don’t keep silent when you
have an idea or some information that might be valuable to the meeting. The information needed in
meetings isn’t always just facts. Sometimes your ideas or opinions may be helpful.
Show That You Can Listen: While you are speaking up and contributing to the meeting, listen
carefully to what others are saying. Jot down some notes about key ideas, hints, comments, or
recommendations brought up. Use these notes as a guide when you’re deciding how to contribute to
the meeting. Try to relate your ideas or comments to the information already given by others.
Suggest Positive Alternatives: You may hear something in a meeting that you disagree with or that
you question. If you aren’t sure of something, try to word your question positively, avoiding criticism of
the person you’re questioning. If you disagree with something, try to suggest a positive alternative
instead of focusing on how bad the original idea was. Rather than attacking the person whose idea
seems questionable, focus on how to improve the idea or how to achieve the same goal in another
way.
Notice Nonverbal Reactions: While you are listening or speaking during a meeting, notice the faces
and gestures of the other people in the meeting. Use this nonverbal information to help determine how
to contribute to the meeting’s goals. In addition, watch your own nonverbal reactions to make sure that
you show support when you feel it.
Use Your Social Skills: As with many other communication experiences in business, your social skills
greatly influence how effective you will be. If you show courtesy, cooperation, and appreciation of your
co-workers during meetings, you’ll do very well.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four Only identified two or
Thoroughly identified four Identified at least three of
suggestions fewer of the five
of the five suggestions for the five suggestions for
for meeting suggestions for
participating effectively in participating effectively in
participation participating effectively in
meetings meetings
(3 points) meetings
Lacking descriptive
Explain four Thoroughly described Some descriptive
information about some
suggestions four of the five information provided
or all of the five
for meeting suggestions for about each of the items,
suggestions for
participation participating effectively in but lacking some of the
participating effectively in
(4 points) meetings important details
meetings
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 4
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. It is best not to rehearse a presentation beforehand because it will make it sound canned and stiff.
2. You should speak in a soft voice when giving a presentation so the audience does not feel like you are
yelling at them.
3. Making a bold statement is a way to set up a topic that follows.
4. Nonwords can be effectively used to add pauses and control the pace of your presentation.
5. Visual aids should be used in all presentations.
6. If you’re questioning whether on not to put something in a presentation, it is better to leave in out.
7. When giving a presentation, being nervous is natural and can be used to spark positive energy.
8. Which of the following is a negative aspect of a presentation?
a. Being very prepared
b. Using visual aids
c. Relating to the audience
d. Having no closure
9. What is the final step when preparing your presentation?
a. Identify stories to reinforce points your making
b. Determine your introduction
c. Rehearse your presentation
d. Determine how much time you have
10. Which of the following is NOT appropriate for the introduction of your presentation?
a. A quote from some other source
b. A list of common items
c. A joke that does not relate to your presentation
d. A bold statement
11. The conclusion of a presentation should include
a. a summary of the main points
b. a story to illustrate a point
c. a recap of technical jargon used during the presentation
d. all of the above
12. Using gestures when giving a presentation can
a. emphasize points
b. be distracting
c. help you look relaxed
d. all of the above

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11

13. Which of the following is a common mistake when using visual aids to enhance a presentation
a. Having fewer than six words per line
b. Looking at the visual rather than the audience
c. Not putting enough information on the slide
d. Including only one idea or concept per slide
14. When responding to questions during a presentation, do NOT
a. determine when you will answer questions
b. include long and detailed responses
c. use them to reinforce key points
d. all of the above
15. Which of the following is NOT a way to help you move from high anxiety to being more composed
when giving a presentation?
a. Familiarize yourself with the room in which you will be speaking
b. Be thoroughly prepared
c. Verbally let your audience know you’re a little nervous
d. If you make a minor mistake, keep moving forward

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. One of the ways to increase the chances of giving an effective presentation and decrease the chances
of stage fright is to do the hard work before giving your speech or presentation. What is this called?

2. A thought-provoking question that you ask but you don’t expect an answer to is called _____________.

3. _______________ are what you do with your hands while you talk.

4. Words that aren’t words, but are said out loud are called nonwords. Give an example of a nonword.

5. What is the term used to describe a feeling of nervousness or anxiety before speaking or performing in
front of others?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: In a presentation, what you say is important, but how you say it carries more weight. Identify
and explain four nonverbal behaviors used to enhance the delivery of a presentation.

Question #2: Many presentations include the use of visual aids to enhance the presentation. List and
describe five guidelines to help you prepare visual aids that effectively supplement your presentation.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. It is best not to rehearse a presentation beforehand because it will make it sound canned and stiff.
ANSWER: False REFERENCE: 11.1
2. You should speak in a soft voice when giving a presentation so the audience does not feel like you are
yelling at them.
ANSWER: False REFERENCE: 11.1
3. Making a bold statement is a way to set up a topic that follows.
ANSWER: True REFERENCE: 11.2
4. Nonwords can be effectively used to add pauses and control the pace of your presentation.
ANSWER: False REFERENCE: 11.3
5. Visual aids should be used in all presentations.
ANSWER: False REFERENCE: 11.4
6. If you’re questioning whether on not to put something in a presentation, it is better to leave in out.
ANSWER: True REFERENCE: 11.4
7. When giving a presentation, being nervous is natural and can be used to spark positive energy.
ANSWER: True REFERENCE: 11.5
8. Which of the following is a negative aspect of a presentation?
a. Being very prepared
b. Using visual aids
c. Relating to the audience
d. Having no closure
ANSWER: D REFERENCE: 11.1
9. What is the final step when preparing your presentation?
a. Identify stories to reinforce points your making
b. Determine your introduction
c. Rehearse your presentation
d. Determine how much time you have
ANSWER: C REFERENCE: 11.1
10. Which of the following is NOT appropriate for the introduction of your presentation?
a. A quote from some other source
b. A list of common items
c. A joke that does not relate to your presentation
d. A bold statement
ANSWER: C REFERENCE: 11.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11
ANSWER KEY

11. The conclusion of a presentation should include

a. a summary of the main points
b. a story to illustrate a point
c. a recap of technical jargon used during the presentation
d. all of the above
ANSWER: A REFERENCE: 11.2
12. Using gestures when giving a presentation can
a. emphasize points
b. be distracting
c. help you look relaxed
d. all of the above
ANSWER: D REFERENCE: 11.3
13. Which of the following is a common mistake when using visual aids to enhance a presentation
a. Having fewer than six words per line
b. Looking at the visual rather than the audience
c. Not putting enough information on the slide
d. Including only one idea or concept per slide
ANSWER: B REFERENCE: 11.4
14. When responding to questions during a presentation, do NOT
a. determine when you will answer questions
b. include long and detailed responses
c. use them to reinforce key points
d. all of the above
ANSWER: B REFERENCE: 11.5
15. Which of the following is NOT a way to help you move from high anxiety to being more composed
when giving a presentation?
a. Familiarize yourself with the room in which you will be speaking
b. Be thoroughly prepared
c. Verbally let your audience know you’re a little nervous
d. If you make a minor mistake, keep moving forward
ANSWER: C REFERENCE: 11.5

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. One of the ways to increase the chances of giving an effective presentation and decrease the chances
of stage fright is to do the hard work before giving your speech or presentation. What is this called?
REFERENCE: 11.1
ANSWER: Preparation
2. A thought-provoking question that you ask but you don’t expect an answer to is called _____________.
REFERENCE: 11.2
ANSWER: A rhetorical question

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11
ANSWER KEY

3. _______________ are what you do with your hands while you talk.
REFERENCE: 11.3
ANSWER: Gestures
4. Words that aren’t words, but are said out loud are called nonwords. Give an example of a nonword.
REFERENCE: 11.3
ANSWER: Answers could include: “uh,” “um,” “you know,” and “like.”
5. What is the term used to describe a feeling of nervousness or anxiety before speaking or performing in
front of others?
REFERENCE: 11.5
ANSWER: Stage fright

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: In a presentation, what you say is important, but how you say it carries more weight. Identify
and explain four nonverbal behaviors used to enhance the delivery of a presentation.
REFERENCE: 11.3
ANSWER:
Making Eye Contact Count: In a formal presentation, eye contact is the nonverbal way of keeping the
speaker and audience connected. As they watch you, you want to look at them. A couple of ways to put
this into practice is to look at their faces and include everyone.
Using Gestures to Your Advantage: Gestures are what you do with your hands while you talk, and
are often the source of great discomfort for speakers. Clinging to the podium, clenching your hands
behind your back, shoving your hands in your pockets, flailing your arms, fidgeting with your watch—
these moves are all certain to detract from your message.
In a formal presentation gestures give life to the talk and emphasize key points. Most people don’t
recognize what gestures can do for a presentation. Gestures help you look relaxed and animated.
Gestures should go with the flow of what you’re saying. Also, using a variety of gestures to show you’re
getting into your message is the key to sparking positive attention from your audience.
Paying Attention to Your Posture and Body Position: Posture and body position can be used to
show alertness and confidence, and can help you come across as relaxed yet importance. You’re far
more likely to be standing than sitting when giving a formal presentation. Slouching over a podium or
leaning on a table as you talk makes you look too relaxed and lessens the seriousness with which your
presentation is received. At the same time, standing still in one spot the whole time makes you look
extremely stiff.
Taking Control of Your Voice: When using your voice in a speech, your objective is to come across
with positive energy and sincerity. Your voice helps put you firmly and confidently behind your words,
which has the effect of pulling the audience with you. Your voice is one of the most powerful
instruments you have to give the best of you in your presentation. It provides the volume, inflection, and
tone of your message. When giving a presentation your voice should project loud and clear, convey a
tone of respect and importance, show a little enthusiasm, and be varied at times to add emphasis.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11
ANSWER KEY

Pacing Yourself: Pace is your rate of speech when talking. In a formal presentation, the objective of
pace is to manage the flow of your delivery, so that the audience hears your words clearly and leaves
feeling comfortable. If the pace doesn’t match what the audience is comfortable with, you lose their
interest. Go too fast when you’re giving a presentation and you may slur your words and confuse your
audience. Go way too slowly and you may torture the group, who can’t wait that long for you to make a
point. When pacing yourself during a presentation, include the following: go at a steady rate, vary your
speaking rate for effect, and use pauses to control your pace.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Identify four
Thoroughly identified four Identified at least three of Only identified two or
presentation
of the five nonverbal the five nonverbal fewer of the five
guidelines
guidelines guidelines nonverbal guidelines
(3 points)
Some descriptive
Explain four Lacked descriptive
Thoroughly described information provided
presentation information about some
four of the five nonverbal about each of the items,
guidelines or all of the nonverbal
guidelines but lacked some of the
(4 points) guidelines
important details
Proper Lacked completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and had numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: Many presentations include the use of visual aids to enhance the presentation. List and
describe five guidelines to help you prepare visual aids that effectively supplement your presentation.
REFERENCE: 11.4
ANSWER:
Include one idea or concept per slide. Have each slide or graphic make its own point so that it
stands on its own. This makes it easier to determine where the visual aids fit in your talk—more so than
when multiple concepts are put on one slide.
Develop a title or heading for each visual. Give each visual a title or heading so that it tells the
audience what the points on it are all about. This organizes your presentation and helps you know why
you’re using a particular visual aid and where in the talk to use each one.
List key words or phrases. Like talking from an outline, key words work best as points to talk from
and expound upon. Also, by avoiding full sentences, you make it much easier for the audience to see
and comprehend your visual.
Follow the rule of six. This point reinforces the importance of making visuals easy to see and read—
no more than six words per line, and no more than six lines per visual.
Use upper- and lowercase letters. Capitalize the first letter of words, but not entire words. The
combination of uppercase and lowercase letters on a slide tends to be more aesthetically appealing.
Again, you want the audience to see your visual aids easily.
Design visuals to be seen by the back row. If the person in the back row of the audience can see
your visuals clearly, so can everyone else. If possible, check out the room ahead of time to see how
your visuals will appear to the audience, and adjust accordingly.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 11
ANSWER KEY

When in doubt, leave it out. Less is more; if you question whether you need a slide to help cover a
point, or whether you should add more information to a slide, most often the answer is no. Remember,
you can fill in the gaps or add other information when needed simply by talking. Overall, effective
supporting materials are brief, clear to see, and work to highlight your verbal message.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List five Thoroughly identified five Identified at least four of Only identified three or
guidelines for of the seven guidelines the seven guidelines for fewer of the seven
visual aids for preparing effective preparing effective guidelines for preparing
(3 points) presentations presentations effective presentations

Some descriptive Lacked descriptive

Describe five Thoroughly described five
information provided information about some
guidelines for of the seven guidelines
about each of the items, or all of the guidelines for
visual aids for preparing effective
but lacked some of the preparing effective
(4 points) presentations
important details presentations
Proper Good use of grammar Lacked completeness of
grammar and Excellent grammar and sentence structure, thought and ideas, and
sentence usage, spelling, and but had some minor had numerous spelling,
structure sentence structure errors in grammar or grammar, and sentence
(3 points) spelling structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Business reports are typically requested by the management of the organization.

2. Short business reports are typically no longer than ten pages.
3. A letter of transmittal provides an overview of purpose and findings.
4. The second step in writing a business report is determining who your audience is.
5. A long report is typically bound by a cover; whereas, a short report usually doesn’t have a cover.
6. Progress reports provide management with up-to-date information on items such as inventory and
cash-register sales.
7. Recommendation reports include not only recommendations, but also supporting data and conclusions.
8. Which of the following is a purpose of a business report?
a. Persuasive
b. Informative
c. Analytical
d. Any combination of the three above
9. The executive summary can also be referred to as
a. abstract
b. letter of transmittal
c. letter of introduction
d. none of the above
10. Revising your rough draft of the report includes all of the following EXCEPT
a. preparing visual aids
b. organizing topics in a logical order
c. varying the length of sentences
d. defining technical terms and jargon used in the report
11. In the steps of writing a business report, which of the following should be done first?
a. Research your topic
b. Arrange your major points
c. Determine the purpose of your report
d. Write your rough draft
12. Which of the following parts of a business report is typically included in a long report, but not in a short
report?
a. Title page
b. Letter of authorization
c. Letter of transmittal
d. Table of contents

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12

13. Which of the following questions would NOT be answered in the letter of transmittal?
a. What do you want your reader(s) to do after reading the report?
b. What kind of evidence is used?
c. What are you sending?
d. To whom are you sending the report?
14. Which of the following reports should be written using consistent business report format?
a. Periodic report
b. Progress report
c. Recommendation report
d. All of the above
15. Which of the following is NOT a common feature among the different types of business reports?
a. Develop conclusions and recommendations
b. Maintain consistent format from period to period
c. Use direct, concise language
d. Highlight particularly important developments and trends

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Reports are typically required when management of an organization faces a(n) _______________.

2. What section of the report summarizes the purpose, organization, methods, and outcomes?

3. What is the first step in creating a report?

4. _______________ _______________ are the pages of the report that precede the body.

5. What part of the report describes who commissioned the report, what work is to undertaken, and who
will do the work?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: Business reports can vary from company to company, but most reports include common
components. List and describe the six common elements found in a typical short business report.

Question #2: List and describe the four common types of business reports.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Business reports are typically requested by the management of the organization.

ANSWER: True REFERENCE: 12.1
2. Short business reports are typically no longer than ten pages.
ANSWER: True REFERENCE: 12.1
3. A letter of transmittal provides an overview of purpose and findings.
ANSWER: False REFERENCE: 12.3
4. The second step in writing a business report is determining who your audience is.
ANSWER: True REFERENCE: 12.4
5. A long report is typically bound by a cover; whereas, a short report usually doesn’t have a cover.
ANSWER: True REFERENCE: 12.5
6. Progress reports provide management with up-to-date information on items such as inventory and
cash-register sales.
ANSWER: False REFERENCE: 12.2
7. Recommendation reports include not only recommendations, but also supporting data and conclusions.
ANSWER: True REFERENCE: 12.2
8. Which of the following is a purpose of a business report?
a. Persuasive
b. Informative
c. Analytical
d. Any combination of the three above
ANSWER: D REFERENCE: 12.1
9. The executive summary can also be referred to as
a. abstract
b. letter of transmittal
c. letter of introduction
d. none of the above
ANSWER: A REFERENCE: 12.2
10. Revising your rough draft of the report includes all of the following EXCEPT
a. preparing visual aids
b. organizing topics in a logical order
c. varying the length of sentences
d. defining technical terms and jargon used in the report
ANSWER: A REFERENCE: 12.4

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12
ANSWER KEY

11. In the steps of writing a business report, which of the following should be done first?
a. Research your topic
b. Arrange your major points
c. Determine the purpose of your report
d. Write your rough draft
ANSWER: C REFERENCE: 12.4
12. Which of the following parts of a business report is typically included in a long report, but not in a short
report?
a. Title page
b. Letter of authorization
c. Letter of transmittal
d. Table of contents
ANSWER: B REFERENCE: 12.5
13. Which of the following questions would NOT be answered in the letter of transmittal?
a. What do you want your reader(s) to do after reading the report?
b. What kind of evidence is used?
c. What are you sending?
d. To whom are you sending the report?
ANSWER: B REFERENCE: 12.5
14. Which of the following reports should be written using consistent business report format?
a. Periodic report
b. Progress report
c. Recommendation report
d. All of the above
ANSWER: D REFERENCE: 12.2
15. Which of the following is NOT a common feature among the different types of business reports?
a. Develop conclusions and recommendations
b. Maintain consistent format from period to period
c. Use direct, concise language
d. Highlight particularly important developments and trends
ANSWER: A REFERENCE: 12.2

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. Reports are typically required when management of an organization faces a(n) _______________.
REFERENCE: 12.1
ANSWER: problem or question
2. What section of the report summarizes the purpose, organization, methods, and outcomes?
REFERENCE: 12.3
ANSWER: Executive summary

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12
ANSWER KEY

3. What is the first step in creating a report?

REFERENCE: 12.4
ANSWER: Determining the purpose
4. _______________ _______________ are the pages of the report that precede the body.
REFERENCE: 12.5
ANSWER: Front matter
5. What part of the report describes who commissioned the report, what work is to undertaken, and who
will do the work?
REFERENCE: 12.5
ANSWER: Letter of authorization

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: Business reports can vary from company to company, but most reports include common
components. List and describe the six common elements found in a typical short business report.
REFERENCE: 12.3
ANSWER:
Title page: The title page must clearly show the professional quality of your report and include the title
of your report, your name (and the names of all other contributing writers), title, professional affiliation,
and the date of the report’s completion or filing.
Table of contents: This page is optional in reports of six pages or less. You can include this element if
it will help your reader understand a report that is longer. Don’t include the table of contents if it only
makes your document longer, not better.
Letter of transmittal: This optional page is a letter from the report writer to the report readers that
briefly describes the reason(s) for the report, the highlights of particularly interesting items, and contact
information for readers’ questions or comments.
Executive summary: This page summarizes the purpose, organization, methods, and outcomes of the
short report (sometimes called an abstract). The executive summary usually runs no longer than one
page and may be as short as a single paragraph.
Body of the report: These pages contain the actual information of the report.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12
ANSWER KEY

Endnotes or bibliography: The bibliography pages, usually the last in a short report, always follow all
notes and in-text references. Notes may be used in the text itself, placed at the foot of the page—that
is, footnotes—or gathered at the end of the report as endnotes. Short reports that don’t cite sources or
require other notes don’t include a bibliography.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List six
common parts Thoroughly identified all Identified four or five of Only identified three or
of a short six common parts of a the six common parts of a fewer of the six common
business typical short business typical short business parts of a typical short
report report report business report
(3 points)
Describe six
Some descriptive Lacking descriptive
common parts Thoroughly described all
information provided information about some
of a short six common parts of a
about each of the items, or all of the six common
business typical short business
but lacking some of the parts of a typical short
report report
important details business report
(4 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: List and describe the four common types of business reports.
REFERENCE: 12.2
ANSWER:
Periodic Reports: These reports, usually written each month or quarter, summarize business activity
during the period and comment on noteworthy developments. At the request of senior management,
the report writer may offer recommendations based on factors described in the report. These
recommendations may appear at the beginning or the end of the report, but they always also appear in
the executive summary.
Progress Reports: The purpose of a progress report is to inform senior management, customers, or
other interested parties about progress you’ve made on a project over a certain period of time. The
progress report may answer some or all of the following questions in writing a progress report:
• How much of the work is complete?
• What part of the work is currently in progress?
• What work remains to be done?
• Have any problems or unexpected events arisen?
Data Reports: This type of report usually begins with summary statements of data and then provides
specific data by date or category. These reports provide management with up-to-date results. Such
reports can be generated periodically or as needed.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 12
ANSWER KEY

Recommendation Reports: For this type of report you provide not only your recommendation, choice,
or judgment, but also the data and the conclusions leading up to it. That way, readers can check your
findings, your logic, and your conclusions and come up with a completely different view. But, more
likely, they will be convinced by all your careful research and documentation.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four types
Only identified two or
of business Thoroughly identified four Identified at least three
fewer types of business
reports types of business reports types of business reports
reports
(3 points)
Describe four Some descriptive
Lacking descriptive
types of Thoroughly described information provided
information about some
business four types of business about each of the items,
or all of the types of
reports reports but lacking some of the
business reports
(4 points) important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A hasty generalization is an explanation or answer that is simply a restatement of facts.

2. Use logical order to create a proposal that appeals to your reader’s sense of reason.
3. Many proposals must follow specific guidelines established by the organization requesting the
proposal.
4. An underbudgeted proposal is a method of presenting an organization a proposal that is affordable to
them.
5. A visual aid can present a concept or data more simply than words.
6. A grouped bar graph represents how individual parts relate to the total amount.
7. When using visual aids, don’t insult your reader by explaining conclusions that should be reached from
viewing the visual aid.
8. Which of the following is an example of faulty reasoning that sets up a false target for the argument
being made?
a. Circular reasoning
b. Hasty generalization
c. Straw man
d. None of the above
9. When appealing to the emotions of an individual reading a proposal
a. the bad news is a precondition of the good news
b. main points should be made in sequential order
c. bad news should not be included
d. an either/or argument should be used for presenting good and bad news
10. Which of the following would NOT be included in the budget section of a business proposal?
a. Equipment acquisition
b. Salary and wages
c. Production timeline
d. Research expenses
11. Which of the following would NOT be a question to answer in the proposal specifics section of the
business proposal?
a. What caused the problem?
b. What personnel will be involved?
c. How will we measure success?
d. What is the projected timeline?
12. Which of the following revision techniques would enhance the effectiveness of your proposal?
a. Don’t indent text
b. Use general language and words so all readers can relate to the topic and arguments
c. Use topic heading to set off important information
d. Use footnote and appendixes to highlight important information

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13

13. Which of the following is NOT true when creating a pie chart?
a. There should be no more than eight parts
b. The total of the parts does not always equal 100 percent
c. Different colors or textures are used to distinguish the parts
d. Each portion should always be proportional to the amount it represents
14. When using a visual aids
a. allow the reader to draw conclusions from the visual aid
b. provide titles, legends, and captions
c. make visual aid small so they don’t distract from the text
d. all of the above
15. Which of the following would NOT be a reason to use a visual aid in a business proposal?
a. To make an impression on your reader
b. To unify your points
c. To emphasize a point
d. To add length to your proposal

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. _____________ _______________ is a logical flaw where a conclusion is made that does not flow
from the evidence presented.

2. What type of evidence is gathered from a large number of specific examples grouped together?

3. The _______________ is the part of a proposal that outlines the costs of your proposed work.

4. What type of visual aid combines line drawings with graphics such as line, bar, and pie charts to make
a point in an attractive, eye-catching way?

5. A(n) _______________ chart visually represents relationships and hierarchies among people.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: Business proposals are strengthened by the method of organization used to meet the needs
of the client. List and describe three methods of organizing a persuasive proposal.

Question #2: List and explain the five steps in writing an effective business proposal.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A hasty generalization is an explanation or answer that is simply a restatement of facts.

ANSWER: False REFERENCE: 13.1
2. Use logical order to create a proposal that appeals to your reader’s sense of reason.
ANSWER: True REFERENCE: 13.1
3. Many proposals must follow specific guidelines established by the organization requesting the
proposal.
ANSWER: True REFERENCE: 13.2
4. An underbudgeted proposal is a method of presenting an organization a proposal that is affordable to
them.
ANSWER: False REFERENCE: 13.2
5. A visual aid can present a concept or data more simply than words.
ANSWER: True REFERENCE: 13.3
6. A grouped bar graph represents how individual parts relate to the total amount.
ANSWER: False REFERENCE: 13.3
7. When using visual aids, don’t insult your reader by explaining conclusions that should be reached from
viewing the visual aid.
ANSWER: False REFERENCE: 13.3
8. Which of the following is an example of faulty reasoning that sets up a false target for the argument
being made?
a. Circular reasoning
b. Hasty generalization
c. Straw man
d. None of the above
ANSWER: C REFERENCE: 13.1
9. When appealing to the emotions of an individual reading a proposal
a. the bad news is a precondition of the good news
b. main points should be made in sequential order
c. bad news should not be included
d. an either/or argument should be used for presenting good and bad news
ANSWER: A REFERENCE: 13.1
10. Which of the following would NOT be included in the budget section of a business proposal?
a. Equipment acquisition
b. Salary and wages
c. Production timeline
d. Research expenses
ANSWER: C REFERENCE: 13.2

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13
ANSWER KEY

11. Which of the following would NOT be a question to answer in the proposal specifics section of the
business proposal?
a. What caused the problem?
b. What personnel will be involved?
c. How will we measure success?
d. What is the projected timeline?
ANSWER: A REFERENCE: 13.1
12. Which of the following revision techniques would enhance the effectiveness of your proposal?
a. Don’t indent text
b. Use general language and words so all readers can relate to the topic and arguments
c. Use topic heading to set off important information
d. Use footnote and appendixes to highlight important information
ANSWER: C REFERENCE: 13.2
13. Which of the following is NOT true when creating a pie chart?
a. There should be no more than eight parts
b. The total of the parts does not always equal 100 percent
c. Different colors or textures are used to distinguish the parts
d. Each portion should always be proportional to the amount it represents
ANSWER: B REFERENCE: 13.3
14. When using a visual aids
a. allow the reader to draw conclusions from the visual aid
b. provide titles, legends, and captions
c. make visual aid small so they don’t distract from the text
d. all of the above
ANSWER: B REFERENCE: 13.3
15. Which of the following would NOT be a reason to use a visual aid in a business proposal?
a. To make an impression on your reader
b. To unify your points
c. To emphasize a point
d. To add length to your proposal
ANSWER: D REFERENCE: 13.3

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. _____________ _______________ is a logical flaw where a conclusion is made that does not flow
from the evidence presented.
REFERENCE: 13.1
ANSWER: Non sequitur

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13
ANSWER KEY

2. What type of evidence is gathered from a large number of specific examples grouped together?
REFERENCE: 13.1
ANSWER: General evidence
3. The _______________ is the part of a proposal that outlines the costs of your proposed work.
REFERENCE: 13.2
ANSWER: budget
4. What type of visual aid combines line drawings with graphics such as line, bar, and pie charts to make
a point in an attractive, eye-catching way?
REFERENCE: 13.3
ANSWER: Pictogram
5. A(n) _______________ chart visually represents relationships and hierarchies among people.
REFERENCE: 13.3
ANSWER: organizational

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: Business proposals are strengthened by the method of organization used to meet the needs
of the client. List and describe three methods of organizing a persuasive proposal.
REFERENCE: 13.1
ANSWER:
Using Logical Order: Arrange the parts of your proposal in a way that appeals to your reader’s sense
of reason. One point leads to the next, which in turn leads to a related point. Taken all together, the
points lead to a conclusion that appeals to common sense. Readers who can follow an argument point
by point feel confident that the writer has thought through the material with care. Such readers are
much more likely to say “yes” to the ideas proposed in the document.
Unfortunately, too many proposals fail because they don’t have an understandable logical design. As
you craft a logical argument, be on the lookout for logical flaws that can stop your proposal in its tracks.
Using Psychological Order: Skilled proposal writers want readers to want to agree with the ideas of
the proposal. To do so, they try to influence feelings as well as thoughts. One technique used by such
proposal writers is the careful placement and timing of good news and bad news. Bad news can be
defined as a message that threatens our welfare, stability, or reputation. Instead of shying away from
bad news, proposal writers recognize bad news as the stage—the necessary precondition—for good
news.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13
ANSWER KEY

Solid Evidence: To convince readers to believe in an idea, you’ll need to present them with real
evidence, whether in the form of examples, illustrations, statistics, or details. Such evidence can be
general or specific in nature. General evidence is made up of a great number of specific examples
gathered together or “generalized.” Specific evidence treats precise details in a single case. Specific
evidence, especially when backed by reputable sources, helps to convince the reader that the proposal
writer’s major ideas are sound.
To create a convincing case for your ideas, use both general and specific evidence. Too much general
evidence will make the proposal sound vague and unfocused. Too much specific evidence can make
the proposal sound narrow, local, and parochial in its concerns. When they are balanced, however,
general and specific evidence can earn your reader’s acceptance of your ideas.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List three
Thoroughly identified Identified at two of the Only identified one of the
methods of
three methods of three methods of three methods of
organizing a
organizing a persuasive organizing a persuasive organizing a persuasive
proposal
proposal proposal proposal
(3 points)
Describe three Some descriptive Lacking descriptive
Thoroughly described
methods of information provided information about some
three of the three
organizing a about each of the items, or all of the three
methods of organizing a
proposal but lacking some of the methods of organizing a
persuasive proposal
(4 points) important details persuasive proposal
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: List and explain the five steps in writing an effective business proposal.
REFERENCE: 13.2
ANSWER:
Step 1—Determine the Requirements for Your Proposal: To get started, find out if specific
guidelines already exist for developing your proposal. For example, many government agencies have
strict requirements for the way topics are described, the order in which they are treated, the length of
the proposal, and so forth.
Step 2—Determine Your Audience: Find out whether your work will be read by a general audience or
by someone who specializes in your subject. Choose language that will communicate clearly to your
readers.
Step 3—Create an Outline: Jot down ideas, examples, and details for possible use as you work your
way through each section of the outline. Common parts of a typical business proposal include an
overview, problem analysis, proposal specifics, budget, and conclusion.
Step 4—Revise Your Proposal: When revising your proposal, use topic heading and indented
material to show off your information. Also, don’t bury crucial information in appendixes or footnotes.
Finally, be direct and specific rather than vague and general.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 13
ANSWER KEY

Step 5—Polish Your Proposal: Because proposals are often judged competitively, yours will need to
win attention and respect by how it looks as well as what it says. Uneven margins, complicated fonts,
and amateurish graphics all say “unprofessional” and “unreliable” to an evaluator. To project a
professional image use a consistent font and margins, use heavy bond paper and a cover if
appropriate, and ensure that photocopied versions of the report have a similar quality and clarity as that
of the original.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the five
Thoroughly identified the Identified at least four of Only identified three or
steps of a
five steps in creating an the five steps in creating fewer of the five steps in
business
effective business an effective business creating an effective
proposal
proposal proposal business proposal
(3 points)
Describe the Some descriptive Lacking descriptive
Thoroughly described the
five steps of a information provided information about some
five steps in creating an
business about each of the items, or all of the five steps in
effective business
proposal but lacking some of the creating an effective
proposal
(4 points) important details business proposal
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Personally visiting a personnel office at a company to inquire about job openings is an appropriate
method of searching for a job.
2. Professional affiliations should be included in a chronological resume if it is relevant to the position for
which you are applying.
3. Minor mistakes on your resume are acceptable as long as the content is accurate and the format is
attractive and professional.
4. Personal information should be included in a resume to give a prospective employer an accurate
picture of who you are.
5. Because of the large number of applicants companies get for each open position, cover letters should
not be included when submitting a resume unless specifically requested.
6. Each application letter should be custom tailored to the particular job for which you’re applying.
7. Usually, it is a good idea to include in the application letter a salary range that would be acceptable to
you.
8. What is the first step in the job search process?
a. Creating an effective resume
b. Deciding what type of job you want
c. Searching the Internet for available job openings
d. Submitting a placement file at a local college
9. What is the main objective of a well-crafted resume?
a. Demonstrate your writing skills
b. Highlight your experience
c. Describe relevant work experience and education
d. Obtain an interview
10. What format of resume is preferred by most human-resource professionals and recruiters?
a. Functional
b. Chronological
c. Sequential
d. Combination
11. Which of the following categories would NOT be included in a chronological resume?
a. Experience
b. Professional affiliations
c. Education
d. Categories of success

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14

12. When designing your resume for eye appeal, which of the following techniques should NOT be used?
a. Use many fonts and sizes to highlight information
b. Make use of white space
c. Align headings on the page
d. Use capital letter for special emphasis
13. The first paragraph of an application letter should include
a. the position for which you are applying
b. your education background and how it relates to this position
c. relevant work experience related to this position
d. all of the above
14. A prospecting letter is
a. required with your resume when applying for a job
b. the same as a application letter
c. used to inquire about job openings
d. all of the above
15. When writing a cover letter you should NOT
a. address it to a person rather than a company or position
b. include a potential salary range
c. research the company to learn about them
d. match your qualification to the job for which you are applying

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. The people in your business and personal life that can connect you with job opportunities are called
a(n) _______________.

2. What type of resume groups accomplishments, qualifications, and experience together?

3. What is the common first section of each of the three different formats of resumes?

4. What type of letter is written to inquire about possible job opportunities in an organization?

5. What type of letter is written in response to an advertisement of a specific job opening?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: Finding a job is a difficult and time-consuming task. List and explain five ways of searching for
a job.

Question #2: Your resume is one of the first ways you can influence a potential employer’s impression of
you. List and describe four guidelines for creating an effective resume.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. Personally visiting a personnel office at a company to inquire about job openings is an appropriate
method of searching for a job.
ANSWER: True REFERENCE: 14.1
2. Professional affiliations should be included in a chronological resume if it is relevant to the position for
which you are applying.
ANSWER: True REFERENCE: 14.2
3. Minor mistakes on your resume are acceptable as long as the content is accurate and the format is
attractive and professional.
ANSWER: False REFERENCE: 14.3
4. Personal information should be included in a resume to give a prospective employer an accurate
picture of who you are.
ANSWER: False REFERENCE: 14.3
5. Because of the large number of applicants companies get for each open position, cover letters should
not be included when submitting a resume unless specifically requested.
ANSWER: False REFERENCE: 14.4
6. Each application letter should be custom tailored to the particular job for which you’re applying.
ANSWER: True REFERENCE: 14.5
7. Usually, it is a good idea to include in the application letter a salary range that would be acceptable to
you.
ANSWER: False REFERENCE: 14.5
8. What is the first step in the job search process?
a. Creating an effective resume
b. Deciding what type of job you want
c. Searching the Internet for available job openings
d. Submitting a placement file at a local college
ANSWER: B REFERENCE: 14.1
9. What is the main objective of a well-crafted resume?
a. Demonstrate your writing skills
b. Highlight your experience
c. Describe relevant work experience and education
d. Obtain an interview
ANSWER: D REFERENCE: 14.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14
ANSWER KEY

10. What format of resume is preferred by most human-resource professionals and recruiters?
a. Functional
b. Chronological
c. Sequential
d. Combination
ANSWER: B REFERENCE: 14.2
11. Which of the following categories would NOT be included in a chronological resume?
a. Experience
b. Professional affiliations
c. Education
d. Categories of success
ANSWER: D REFERENCE: 14.2
12. When designing your resume for eye appeal, which of the following techniques should NOT be used?
a. Use many fonts and sizes to highlight information
b. Make use of white space
c. Align headings on the page
d. Use capital letter for special emphasis
ANSWER: A REFERENCE: 14.3
13. The first paragraph of an application letter should include
a. the position for which you are applying
b. your education background and how it relates to this position
c. relevant work experience related to this position
d. all of the above
ANSWER: A REFERENCE: 14.4
14. A prospecting letter is
a. required with your resume when applying for a job
b. the same as a application letter
c. used to inquire about job openings
d. all of the above
ANSWER: C REFERENCE: 14.4
15. When writing a cover letter you should NOT
a. address it to a person rather than a company or position
b. include a potential salary range
c. research the company to learn about them
d. match your qualification to the job for which you are applying
ANSWER: B REFERENCE: 14.5

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14
ANSWER KEY

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. The people in your business and personal life that can connect you with job opportunities are called
a(n) _______________.
REFERENCE: 14.1
ANSWER: network
2. What type of resume groups accomplishments, qualifications, and experience together?
REFERENCE: 14.2
ANSWER: Functional
3. What is the common first section of each of the three different formats of resumes?
REFERENCE: 14.2
ANSWER: Summary
4. What type of letter is written to inquire about possible job opportunities in an organization?
REFERENCE: 14.4
ANSWER: Prospecting letter
5. What type of letter is written in response to an advertisement of a specific job opening?
REFERENCE: 14.4
ANSWER: Application letter

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: Finding a job is a difficult and time-consuming task. List and explain five ways of searching for
a job.
REFERENCE: 14.1
ANSWER:
Having a Friend of a Friend: Personal referrals (that is, someone you know who might know someone
who has a job opening) continue to be an effective way for job seekers to find out about opportunities.
Let every one of your friends and relatives know that you are looking for a job. Ask them to let you
know if they hear of an opening or of someone who is resigning or retiring from a job in your field.
Networking the News: Take the friend-of–a-friend idea, translate it into the professional world, and
you have yourself a network. Find out about potential job opportunities from business clients, suppliers
and other contacts, co-workers, and fellow members of professional and civic organizations.
Internet: The Internet is a repository of literally hundreds of thousands of current job openings around
the world. The Internet is changing the way companies do business and the way they hire. Many
companies make a practice of listing all their job openings on the company Web site.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14
ANSWER KEY

Checking in with Former Employers: Review career opportunities in companies for whom you have
worked in the past, even if in a part-time or some other capacity. Even if your temporary or part-time
job wasn’t in your career field, don’t overlook the career possibilities at that company. Many companies
take pride in bringing someone along from the bottom of the ladder.
Advertisements: Don’t overlook traditional advertisements, usually in newspapers or magazines, as
another source of information regarding what jobs may be available in your field or in your community.
Take a look at help-wanted ads, from companies as well as employment agencies.
Making an Appearance: Visit the personnel office of companies that interest you. Ask about job
openings and pick up application packets. By visiting for just a moment or two in person, however, you
show more effort than the average job seeker.
Going to School : Make use of nearby college placement services. Participate in any workshops in
interviewing skills, resume preparation, and application procedures they may offer. Companies seeking
new employees in your area work closely with the campus placement office.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List five ways
Thoroughly identified five Identified at least four Only identified two or
of searching
ways of searching for a ways of searching for a fewer of the ways of
for a job
job job searching for a job
(3 points)
Some explanation
Explain five Lacking explanation
Thoroughly explained five provided about each of
ways of search about some or all of the
ways of searching for a the items, but lacking
for a job ways of searching for a
job some of the important
(4 points) job
details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: Your resume is one of the first ways you can influence a potential employer’s impression of
you. List and describe four guidelines for creating an effective resume.
REFERENCE: 14.3
ANSWER:
Keep it short: Most resumes are limited to one page. An employer who is going to be reading a stack
of resumes would rather get what they need from you in a single-page format. Use a second page only
if you believe that’s what it will take to get an interview; certain technical fields or upper-level positions
may require more.
Highlight your best attributes: Select those qualities that represent you at your highest potential—
what you plan to be—instead of trying to state all the details of what you have been.
Match your style to the job: If you are applying for a business position, use a business style. Don’t try
to attract attention by being overly creative. Most personnel directors prefer an attractive but traditional
resume to a flashy one.
Design for eye appeal: Without resorting to trendy tactics, attract your readers’ attention to your
resume at first glance. Some design techniques include: align headings on the page, surround
important heading with white space, create sections of print, and use capital letters and simple font
changes for special emphasis.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 14
ANSWER KEY

Tailor your resume to the job: Make sure that the details of your resume are finely tuned to match the
particular job you’re trying to get. Not all companies are alike, and not all jobs are alike. When possible,
match your skills and experience to the specific company to which you’re applying.
Eliminate mistakes: Typos and other mistakes are certain to land your resume in the rejection pile.
Even when writing is not crucial to the job you seek, your resume is supposed to show you at your
best.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four
techniques for Only identified two or
Thoroughly identified four Identified at least three
creating fewer techniques for
techniques for creating techniques for creating
effective creating effective
effective resumes effective resumes
resumes resumes
(3 points)
Describe four
Some descriptive Lacking descriptive
techniques for Thoroughly described
information provided information about some
creating four techniques for
about each of the items, or all of the techniques for
effective creating effective
but lacking some of the creating effective
resumes resumes
important details resumes
(4 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15

Name:

Date:

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A group interview is used to observe group interaction and participation.

2. Researching a company before an interview will help you prepare meaningful questions for the
interview.
3. Stories and humor can be used in the interview process to add substance to your points.
4. During an interview, you should wait until the end to ask questions.
5. It is appropriate to ask the interviewer(s) if they have any concerns about you as a candidate.
6. When declining a job offer, it is sufficient to just politely say, “No thank you.”
7. When accepting a job offer, you should respond in writing.
8. Can-do factors include all of the following EXCEPT
a. computer skills
b. industry knowledge
c. organizational skills
d. written communication skills
9. Which of the following would NOT be considered a will-do factor?
a. Problem-solving ability
b. Team player
c. Flexibility
d. Technical skills
10. What would be an effective strategy to use when responding to an interview question about your
weaknesses?
a. Explain that you don’t have any weaknesses related to the job for which you’re applying
b. Respond briefly with the facts
c. Provide a long, detailed answer about your weaknesses, as well as, your strengths
d. All of the above
11. Which of the following would NOT be an appropriate question to ask during an interview?
a. What is the future outlook of the company?
b. What are the other candidate’s qualifications and experience?
c. What is a compensation and benefits package?
d. What are the growth opportunities in the company?
12. When interviewing
a. sound positive and confident
b. communicate your skills and accomplishments
c. learn about the job and company
d. all of the above

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15

13. During an interview, expressing yourself clearly and succinctly includes

a. using language understandable to the interviewer(s)
b. using technical jargon
c. using long detailed answers
d. all of the above
14. When writing a letter declining a job offer, always include all of the following EXCEPT
a. a polite decline to the offer
b. an explanation
c. express appreciation for the offer
d. sincerity in the tone of the letter
15. A follow-up letter
a. will earn you a second interview
b. can provide you a chance to clarify some of your answers from the interview
c. can positively influence the hiring process
d. can give you an opportunity to ask follow-up questions

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. The _____________ interview is used to determine if the applicant meets the minimum qualifications of
the job.
2. An individual with _______________ is a self-starter and does not have to continually be told what to
do.
3. What is the characteristic individuals display when they have a high level of energy and an upbeat
demeanor?

4. An individual’s flaws or shortcomings are called?

5. What should you do after you leave an interview to positively influence the outcome of the job-selection
process?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 3
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15

Essay
2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10 points:

Question #1: During a typical interview, the individual being interviewed will be faced with difficult
questions. List four potential difficult questions and describe guidelines for answering these questions
during an interview.

Question #2: List and describe four common pitfalls that could be detrimental to your success in an
interview.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 3
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15
ANSWER KEY

Multiple-Choice & True/False

15 Multiple-Choice and True/False questions. Each question is worth 4 points for a total of 60 points:

1. A group interview is used to observe group interaction and participation.

ANSWER: True REFERENCE: 15.1
2. Researching a company before an interview will help you prepare meaningful questions for the
interview.
ANSWER: True REFERENCE: 15.1
3. Stories and humor can be used in the interview process to add substance to your points.
ANSWER: True REFERENCE: 15.2
4. During an interview, you should wait until the end to ask questions.
ANSWER: False REFERENCE: 15.2
5. It is appropriate to ask the interviewer(s) if they have any concerns about you as a candidate.
ANSWER: True REFERENCE: 15.2
6. When declining a job offer, it is sufficient to just politely say, “No thank you.”
ANSWER: False REFERENCE: 15.3
7. When accepting a job offer, you should respond in writing.
ANSWER: True REFERENCE: 15.3
8. Can-do factors include all of the following EXCEPT
a. computer skills
b. industry knowledge
c. organizational skills
d. written communication skills
ANSWER: C REFERENCE: 15.1
9. Which of the following would NOT be considered a will-do factor?
a. Problem-solving ability
b. Team player
c. Flexibility
d. Technical skills
ANSWER: D REFERENCE: 15.1
10. What would be an effective strategy to use when responding to an interview question about your
weaknesses?
a. Explain that you don’t have any weaknesses related to the job for which you’re applying
b. Respond briefly with the facts
c. Provide a long, detailed answer about your weaknesses, as well as, your strengths
d. All of the above
ANSWER: B REFERENCE: 15.1

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15
ANSWER KEY

11. Which of the following would NOT be an appropriate question to ask during an interview?
a. What is the future outlook of the company?
b. What are the other candidate’s qualifications and experience?
c. What is a compensation and benefits package?
d. What are the growth opportunities in the company?
ANSWER: B REFERENCE: 15.2
12. When interviewing
a. sound positive and confident
b. communicate your skills and accomplishments
c. learn about the job and company
d. all of the above
ANSWER: D REFERENCE: 15.2
13. During an interview, expressing yourself clearly and succinctly includes
a. using language understandable to the interviewer(s)
b. using technical jargon
c. using long detailed answers
d. all of the above
ANSWER: A REFERENCE: 15.2
14. When writing a letter declining a job offer, always include all of the following EXCEPT
a. a polite decline to the offer
b. an explanation
c. express appreciation for the offer
d. sincerity in the tone of the letter
ANSWER: B REFERENCE: 15.3
15. A follow-up letter
a. will earn you a second interview
b. can provide you a chance to clarify some of your answers from the interview
c. can positively influence the hiring process
d. can give you an opportunity to ask follow-up questions
ANSWER: C REFERENCE: 15.3

Short Answer
5 Short Answer questions. Each question is worth 4 points for a total of 20 points:

1. The _____________ interview is used to determine if the applicant meets the minimum qualifications of
the job.
REFERENCE: 15.1
ANSWER: screening
2. An individual with _______________ is a self-starter and does not have to continually be told what to
do.
REFERENCE: 15.1
ANSWER: initiative

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15
ANSWER KEY

3. What is the characteristic individuals display when they have a high level of energy and an upbeat
demeanor?
REFERENCE: 15.1
ANSWER: Enthusiasm
4. An individual’s flaws or shortcomings are called?
REFERENCE: 15.1
ANSWER: Weaknesses
5. What should you do after you leave an interview to positively influence the outcome of the job-selection
process?
REFERENCE: 15.3
ANSWER: Write a thank-you letter

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points:

Question #1: During a typical interview, the individual being interviewed will be faced with difficult
questions. List four potential difficult questions and describe guidelines for answering these questions
during an interview.
REFERENCE: 15.1
ANSWER:
Tell me about yourself. This is a brief highlight of your background—three to four points at most, each
said in one sentence, that summarize your strengths and qualifications. In particular, summarize your
related experience and technical skills, your education, and something that characterizes your track
record.
Why are you interested in this position? Emphasize how the opportunity fits with your career or job
interests. Then list some of your strengths or skills and how they meet the needs of the job situation.
This assertive response gives the hiring manager a strong picture of how you can be a good fit for the
open position.
What did you like most and least about your last (or current) job? Emphasize the most over the
least. On the least side, give one or two points with brief explanations and constructive language. Go
for items that sound realistic but don’t have you coming across as harsh or bitter. On the most side, talk
in terms of the accomplishments you made in that previous experience.
What are your strengths? Choose strengths that connect to the employer’s needs for this position
and tell stories that back up the strengths.
What are your weaknesses? The best approach is to pick a couple of items to talk about and redirect
to positive strengths in your response. The worst approach in response is to say that you have no
weaknesses.

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15
ANSWER KEY

What are/were your reasons for leaving the job? Give a brief explanation to answer this question in
a way that provides the facts but not great detail. If you are sensitive about a job experience, as you
would if you were fired, give the circumstances of the situation and say “terminated” instead of “fired,”
which is often a trigger word. Avoid sounding bitter, angry, or defensive.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four
Thoroughly identified four Identified at least three Only identified two or
difficult
difficult questions that difficult questions that fewer of the difficult
interview
might be asked during an might be asked during an questions that might be
questions
interview interview asked during an interview
(3 points)
Describe
Thoroughly described Some descriptive Lacking descriptive
guidelines for
guidelines for answering information provided information about some
answering
difficult questions that about each of the items, or all of the guidelines for
difficult
might be asked during an but lacking some of the answering difficult
questions
interview important details questions
(4 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: List and describe four common pitfalls that could be detrimental to your success in an
interview.
REFERENCE: 15.2
ANSWER:
Being a distraction: Inappropriate behaviors leave lasting impressions and cause hiring managers to
hear little of what you have to say. The interview is not the time to chew gum, twirl jewelry, squirm in
your chair, fidget, or bite your nails.
Rambling or being evasive: When interviewers ask you questions, being verbose and not answering
them directly are mistakes. Long-windedness and unclear responses are tickets for rejection.
Being critical of former employers or bosses: To have a work experience that did not go well isn’t
unusual, but to sound bitter about it doesn’t usually sit well with prospective employers. When you
sound critical of past bosses, regardless of how right you may be, you sound negative.
Showing little interest or enthusiasm: Looking stiff and sounding monotone give the impression that
you don’t care or have the energy to do a good job. Asking few or no questions also raises a concern of
whether you have a real interest in the job.
Communicating no track record: If you can’t articulate what you’ve done well in your experiences
and the contributions you’ve made, you don’t give a prospective employer a good reason to hire you.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

QUIZ
Chapter 15
ANSWER KEY

Sounding distasteful: Sounding defensive, arrogant, condescending, or insincere are big turnoffs to
those who hear them. Sounding confident isn’t the same as sounding cocky. Sounding smart isn’t the
same as sounding like a know-it-all. Being sincere and genuine in your tone still carries the day—
especially in a job interview.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List four
common Thoroughly identified four Identified at least three of Only identified two or
pitfalls of of the common pitfalls of the common pitfalls of fewer of the common
interviewing interviewing interviewing pitfalls of interviewing
(3 points)
Describe four Some descriptive
Lacking descriptive
common Thoroughly described information provided
information about some
pitfalls of four of the common about each of the items,
or all of the common
interviewing pitfalls of interviewing but lacking some of the
pitfalls of interviewing
(4 points) important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative

Name:

Date:

Multiple-Choice & True/False

Below are 30 Multiple-Choice and True/False questions. Choose the best answer. Each question is worth 2
points for a total of 60 points:

1. The goal of the communication process is to arrive at a mutual understanding between sender and
receiver.
2. Hearing is the process of receiving, processing, and responding to a message.
3. It is important to treat others consistently respectful regardless of whether they reciprocate.
4. It is important to identify your audience before determining the purpose of your letter.
5. Each paragraph should contain no more that two or three distinct ideas.
6. Because e-mail is a less formal method of communication, the rules for capitalization and punctuation
are less strict.
7. The standard parts of the business letter are consistent regardless of the style of business letter to be
used.
8. Goodwill can be built even when a company has to deliver negative information to a customer.
9. Sales letters should always request a specific action by the reader.
10. Nonverbal messages are not conveyed over the phone.
11. Nonwords can be effectively used to add pauses and control and pace of your presentation.
12. The second step in writing a business report is determining who your audience is.
13. A hasty generalization is an explanation or answer that is simply a restatement of facts.
14. Each application letter should be custom tailored to the particular job for which you’re applying.
15. Stories and humor can be used in the interview process to add substance to your points.
16. When communicating orally, which of the following is the most effective approach?
a. Aggressive speaking
b. Nonassertive speaking
c. Assertive speaking
d. Passive-aggressive speaking
17. Which of the following is NOT true of nonverbal communication?
a. Nonverbal tools help you engage your listeners
b. Speaking at the same rate improves listener comprehension
c. Rate of speech is a nonverbal tool
d. Voice tone can communicate sincerity
18. Which of the following is NOT a constructive approach to dealing with conflict?
a. Work toward solutions
b. Stay focused on the issues
c. Go to the source of the conflict
d. Identifying the individual at fault

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative

19. Which of the following is true of message length?

a. Length is not important if the word choice and tone are appropriate
b. Message length influences a reader’s receptiveness
c. Long messages provide more clarity
d. All of the above
20. Which of the following is NOT a technique used to develop effective sentences?
a. Use consistent sentence length
b. Use active verbs
c. Eliminate wordiness
d. Control emphasis
21. Memos should be evaluated using the “next-week rule.” What is the “next-week rule”?
a. Will I be able to accomplish my objective by next week?
b. Will I want to see these words above my signature next week?
c. Will this memo be relevant next week?
d. Will the recipient receive this memo by next week?
22. Which of the following is NOT a characteristic of modern day business letters?
a. Uses non-personal language
b. Can be considered a legal document
c. More professional looking
d. Can be based on a form letter
23. When using the indirect pattern to deliver negative information, the negative information is placed
a. after the introduction
b. after the buffer
c. before the buffer
d. at the beginning of the letter
24. Which of the following is NOT a common type of persuasive letter?
a. Collection letter
b. Sales letter
c. Information request letter
d. Claim letter
25. Which of the following is NOT true when planning a productive meeting?
a. Know what is important to your audience
b. Using a meeting outline limits creativity and flow
c. Research the topic of discussion prior to the meeting
d. All of the above
26. Which of the following is NOT a way to help you move from high anxiety to being more composed
when giving a presentation?
a. Verbally let your audience know you’re a little nervous
b. Familiarize yourself with the room in which you will be speaking
c. Be thoroughly prepared
d. If you make a minor mistake, keep moving forward
27. Which of the following is a purpose of a business report?
a. Persuasive
b. Informative
c. Analytical
d. Any combination of the three above

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative

28. Which of the following is an example of faulty reasoning that sets up a false target for the argument
being made?
a. Circular reasoning
b. Hasty generalization
c. Straw man
d. None of the above
29. What is the main objective of a well-crafted resume?
a. Demonstrate your writing skills
b. Highlight your experience
c. Obtain an interview
d. Describe relevant work experience and education
30. What would be an effective strategy to use when responding to an interview question about your
weaknesses?
a. Respond briefly with the facts
b. Explain that you don’t have any weaknesses related to the job for which you’re applying
c. Provide a long, detailed answer about your weaknesses, as well as, your strengths
d. All of the above

Short Answer
Below are 10 Short Answer questions. Each question is worth 2 points for a total of 20 points:

1. What is the aspect of the communication process is a stream of words, images, or gestures that
expresses the message?

2. What is the second stage of listening?

3. A _____________ is a situation in which two or more people have a difference of opinions, methods,
goals, styles, and/or values.

4. What is the first step in the writing process?

5. When using the direct approach to deliver negative messages, the negative message should be at the
____________ of the letter.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative

6. When answering the phone, what should you do to help make your voice sound warm and friendly?

7. A thought-provoking questions that you ask but you don’t expect and answer is called?

8. _______________ are what you do with your hands while you talk.

9. The people in your business and personal life that can connect you with job opportunities are called
a(n) _______________.

10. The _____________ interview is used to determine if the applicant meets the minimum qualifications of
the job.

Essay
Below are 2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10
points for a total of 20 points:

Question #1: List the five steps in the writing process. Thoroughly describe each of these steps.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative

Question #2: List and explain the five steps used to compose an effective sales letter.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

Multiple-Choice & True/False

Below are 30 Multiple-Choice and True/False questions. Choose the best answer. Each question is worth 2
points for a total of 60 points:

1. The goal of the communication process is to arrive at a mutual understanding between sender and
receiver.
ANSWER: True REFERENCE: 1.1
2. Hearing is the process of receiving, processing, and responding to a message.
ANSWER: False REFERENCE: 2.3
3. It is important to treat others consistently respectful regardless of whether they reciprocate.
ANSWER: True REFERENCE: 3.3
4. It is important to identify your audience before determining the purpose of your letter.
ANSWER: False REFERENCE: 4.2
5. Each paragraph should contain no more that two or three distinct ideas.
ANSWER: False REFERENCE: 5.3
6. Because e-mail is a less formal method of communication, the rules for capitalization and punctuation
are less strict.
ANSWER: False REFERENCE: 6.5
7. The standard parts of the business letter are consistent regardless of the style of business letter to be
used.
ANSWER: True REFERENCE: 7.3
8. Goodwill can be built even when a company has to deliver negative information to a customer.
ANSWER: True REFERENCE: 8.2
9. Sales letters should always request a specific action by the reader.
ANSWER: True REFERENCE: 9.2
10. Nonverbal messages are not conveyed over the phone.
ANSWER: False REFERENCE: 10.3
11. Nonwords can be effectively used to add pauses and control and pace of your presentation.
ANSWER: False REFERENCE: 11.3
12. The second step in writing a business report is determining who your audience is.
ANSWER: True REFERENCE: 12.3
13. A hasty generalization is an explanation or answer that is simply a restatement of facts.
ANSWER: False REFERENCE: 13.1
14. Each application letter should be custom tailored to the particular job for which you’re applying.
ANSWER: True REFERENCE: 14.5

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

15. Stories and humor can be used in the interview process to add substance to your points.
ANSWER: True REFERENCE: 15.2
16. When communicating orally, which of the following is the most effective approach?
a. Aggressive speaking
b. Nonassertive speaking
c. Assertive speaking
d. Passive-aggressive speaking
ANSWER: C REFERENCE: 2.1
17. Which of the following is NOT true of nonverbal communication?
a. Nonverbal tools help you engage your listeners
b. Speaking at the same rate improves listener comprehension
c. Rate of speech is a nonverbal tool
d. Voice tone can communicate sincerity
ANSWER: B REFERENCE: 2.2
18. Which of the following is NOT a constructive approach to dealing with conflict?
a. Work toward solutions
b. Stay focused on the issues
c. Go to the source of the conflict
d. Identifying the individual at fault
ANSWER: D REFERENCE: 3.1
19. Which of the following is true of message length?
a. Length is not important if the word choice and tone are appropriate
b. Message length influences a reader’s receptiveness
c. Long messages provide more clarity
d. All of the above
ANSWER: B REFERENCE: 4.1
20. Which of the following is NOT a technique used to develop effective sentences?
a. Use consistent sentence length
b. Use active verbs
c. Eliminate wordiness
d. Control emphasis
ANSWER: A REFERENCE: 5.2
21. Memos should be evaluated using the “next-week rule.” What is the “next-week rule”?
a. Will I be able to accomplish my objective by next week?
b. Will I want to see these words above my signature next week?
c. Will this memo be relevant next week?
d. Will the recipient receive this memo by next week?
ANSWER: B REFERENCE: 6.1

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

22. Which of the following is NOT a characteristic of modern day business letters?
a. Uses non-personal language
b. Can be considered a legal document
c. More professional looking
d. Can be based on a form letter
ANSWER: A REFERENCE: 7.1
23. When using the indirect pattern to deliver negative information, the negative information is placed
a. after the introduction
b. after the buffer
c. before the buffer
d. at the beginning of the letter
ANSWER: B REFERENCE: 8.1
24. Which of the following is NOT a common type of persuasive letter?
a. Collection letter
b. Sales letter
c. Information request letter
d. Claim letter
ANSWER: C REFERENCE: 9.1
25. Which of the following is NOT true when planning a productive meeting?
a. Know what is important to your audience
b. Using a meeting outline limits creativity and flow
c. Research the topic of discussion prior to the meeting
d. All of the above
ANSWER: B REFERENCE: 10.6
26. Which of the following is NOT a way to help you move from high anxiety to being more composed
when giving a presentation?
a. Verbally let your audience know you’re a little nervous
b. Familiarize yourself with the room in which you will be speaking
c. Be thoroughly prepared
d. If you make a minor mistake, keep moving forward
ANSWER: A REFERENCE: 11.5
27. Which of the following is a purpose of a business report?
a. Persuasive
b. Informative
c. Analytical
d. Any combination of the three above
ANSWER: D REFERENCE: 12.1
28. Which of the following is an example of faulty reasoning that sets up a false target for the argument
being made?
a. Circular reasoning
b. Hasty generalization
c. Straw man
d. None of the above
ANSWER: C REFERENCE: 13.1

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

29. What is the main objective of a well-crafted resume?

a. Demonstrate your writing skills
b. Highlight your experience
c. Obtain an interview
d. Describe relevant work experience and education
ANSWER: C REFERENCE: 14.2
30. What would be an effective strategy to use when responding to an interview question about your
weaknesses?
a. Respond briefly with the facts
b. Explain that you don’t have any weaknesses related to the job for which you’re applying
c. Provide a long, detailed answer about your weaknesses, as well as, your strengths
d. All of the above
ANSWER: A REFERENCE: 15.1

Short Answer
Below are 10 Short Answer questions. Each question is worth 2 points for a total of 20 points:

1. What is the aspect of the communication process is a stream of words, images, or gestures that
expresses the message?
REFERENCE: 1.2
ANSWER: Signal
2. What is the second stage of listening?
REFERENCE: 2.3
ANSWER: Processing
3. A _____________ is a situation in which two or more people have a difference of opinions, methods,
goals, styles, and/or values.
REFERENCE: 3.1
ANSWER: Conflict
4. What is the first step in the writing process?
REFERENCE: 4.2
ANSWER: Knowing/determining your purpose
5. When using the direct approach to deliver negative messages, the negative message should be at the
____________ of the letter.
REFERENCE: 8.2
ANSWER: beginning
6. When answering the phone, what should you do to help make your voice sound warm and friendly?
REFERENCE: 10.3
ANSWER: Smile or have a smile in your voice

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

7. A thought-provoking questions that you ask but you don’t expect and answer is called?
REFERENCE: 11.2
ANSWER: A rhetorical question
8. _______________ are what you do with your hands while you talk.
REFERENCE: 11.3
ANSWER: Gestures
9. The people in your business and personal life that can connect you with job opportunities are called
a(n) _______________.
REFERENCE: 14.1
ANSWER: network
10. The _____________ interview is used to determine if the applicant meets the minimum qualifications of
the job.
REFERENCE: 15.1
ANSWER: screening

Essay
Below are 2 Essay questions. Students answer both questions using complete sentences. Each essay is
worth 10 points for a total of 20 points:

Question #1: List the five steps in the writing process. Thoroughly describe each of these steps.
REFERENCE: 4.2-4.5
ANSWER:
Step 1—Purpose: Every communication has a purpose, and knowing that purpose before you write
helps you shape your words and ideas. You should decide on your target or purpose before taking aim
with your words, sentences, and paragraphs. Decide at the start of any communication task which of
these purposes you wish to fulfill: inform, persuade, describe.
Step 2—Audience: Before writing a message it is important to determine who the audience is. The
way you think about your audience will help you communicate more effectively with them. The
audience can be friendly, hostile, or neutral. Below are some of the questions to ask yourself to help
you determine who your audience is:
Step 3—Exploration: Once you’ve given some thought to your purpose and your audience, you can
design your message for your audience. In other words, you need to come up with the best ideas to
communicate your message to your audience. For most writers, getting ideas down involves an
expedition of sorts. Take care not to reject ideas or impose a final order on them too early in your idea-
design process; doing so may limit your creativity.
Step 4—Organization: A large part of the art of good business writing lies in finding (or inventing) the
right organizational pattern to make sense out of the information you have. In your work you are often
handed a collection of chaotic information to organize and present: financial data, test scores,
consumer feedback, sales returns, etc. Part of your job is to choose the best way to organize it.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

Step 5—Details and examples: Ideas can be made more persuasive and memorable by supporting
them with details and examples. By developing the actual details, examples, and stories, you give life
and substance to your ideas. These details and examples are used to provide information, verify, or
show the truth of an assertion, and illustrate or give an example of an idea or concept. Your supporting
details and examples won’t do you or your audience any good if they seem forced or untrue.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the five
steps in the Thoroughly identified all Identified at least four of Only identified two or
writing five of the steps in the the five steps in the fewer of the five steps in
process writing process writing process the writing process
(3 points)
Describe the Some descriptive
Lacking descriptive
five steps in Thoroughly described the information provided
information about some
the writing five steps in the writing about each of the items,
or all of the steps in the
process process but lacking some of the
writing process
(4 points) important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: List and explain the five steps used to compose an effective sales letter.
REFERENCE: 9.2
ANSWER:
Spark the Imagination: The opener of a sales letter should immediately capture the reader’s attention.
If it doesn’t, there’s a good chance the reader won’t read it, and it will end up in the trash with the other
unsolicited mail.
Announce the Product or Service: You’ve piqued your reader’s curiosity with your opening
sentences, and now he or she wants that curiosity satisfied. This portion should first advertise your
product or service; only then can you move on to matters such as the history of your company or your
product, or the expertise of your personnel. Name what you have to offer in specific terms, and do so
with an honest, assertive voice. Where space permits, provide a persuasive example or two.
List the Advantages to the Client: This section of the sales letter convinces readers that your
advertised claims in the second paragraph have practical applications. Here’s your chance to
demonstrate the wide variety of needs your product or service can fulfill. Because the second
paragraph of a sales letter often turns out to be rather long, consider saving space by setting off major
points as a list.
Express Appreciation and Goodwill: Now’s the time to thank your reader for considering your ideas,
or to praise the reader’s company. Although compliments may seem to be unnecessary to you, they
are high-interest items to readers.
Specify Exactly What the Client Should Do—and When: Finally, tell the reader in a clear, specific
way what you want him or her to do—and when—to bring about the advantages described in the letter.
Define an easy and appealing path of action for your reader. If the action is at all complicated, break it
into separate steps. Specific action statements often consist of an action verb, a specific address and
telephone number, a specific time, and perhaps one final advantage if the reader does what you
suggest.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 6 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Cumulative
ANSWER KEY

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List five steps Identified at least four of Only identified three or
Thoroughly identified all
in composing the five steps in fewer of the five steps in
five steps in composing
a sales letter composing an effective composing an effective
an effective sales letter
(3 points) sales letter sales letter
Describe five Some descriptive Lacking descriptive
steps in Thoroughly described all information provided information about some
composing a five steps in composing about each of the items, or all of the five steps in
sales letter an effective sales letter but lacking some of the composing an effective
(4 points) important details sales letter
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 7 of 7
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8

Name:

Date:

Multiple-Choice & True/False

30 Multiple-Choice and True/False questions. Each question is worth 2 points for a total of 60 points:

1. Both delayed and immediate feedback are useful components in the communication process.
2. The goal of the communication process is to arrive at a mutual understanding between sender and
receiver.
3. When speaking, what you say is more important than how you say it.
4. Hearing is the process of receiving, processing, and responding to a message.
5. It is important to treat others consistently respectful regardless of whether they reciprocate.
6. Using the assertive approach when dealing with conflict means you deal with the problem immediately.
7. When exploring ideas for a message, it is best to limit your ideas to just a few.
8. It is important to identify your audience before determining the purpose of your letter.
9. Even a one-paragraph memo can include redundant terms and unnecessary modifiers.
10. Each paragraph should contain no more that two or three distinct ideas.
11. Because e-mail is a less formal method of communication, the rules for capitalization and punctuation
are less strict.
12. The popularity of e-mail is primarily due to its speed and ease of use.
13. The standard parts of the business letter are consistent regardless of the style of business letter to be
used.
14. The inside address of a business letter provides the company name and address from whom the letter
is being sent.
15. The direct approach for delivering negative information begins by restating the issue or situation at
hand.
16. Goodwill can be built even when a company has to deliver negative information to a customer.
17. Which of the following is true when giving feedback?
a. Always wait for an obvious pause to give feedback
b. Give feedback immediately or don’t give it at all
c. Nonverbal gestures are not considered feedback
d. Delayed feedback can improve communication skills
18. When communicating orally, which of the following is the most effective approach?
a. Aggressive speaking
b. Assertive speaking
c. Nonassertive speaking
d. Passive-aggressive speaking

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8

19. Which of the following is NOT true of nonverbal communication?

a. Nonverbal tools help you engage your listeners
b. Rate of speech is a nonverbal tool
c. Speaking at the same rate improves listener comprehension
d. Voice tone can communicate sincerity
20. The listening process occurs in three stages. Which of the following is the last stage?
a. Evaluating
b. Responding
c. Receiving
d. Processing
21. Which of the following is NOT a way of managing defensive reactions in a conflict-resolution
discussion?
a. Restate your positive intention
b. Speak to clarify, not counter
c. Debate the main issue at hand
d. Ask the other person to check your understanding of the message
22. Which of the following is NOT a constructive approach to dealing with conflict?
a. Identifying the individual at fault
b. Work toward solutions
c. Stay focused on the issues
d. Go to the source of the conflict
23. Supporting details and examples are used for all of the following EXCEPT
a. illustrate an idea or concept
b. verify an assertion
c. define a purpose
d. provide information
24. Which of the following is true of message length?
a. Length is not important if the word choice and tone are appropriate
b. Message length influences a reader’s receptiveness
c. Long messages provide more clarity
d. All of the above
25. Which of the following is NOT a technique used to develop effective sentences?
a. Use active verbs
b. Eliminate wordiness
c. Control emphasis
d. Use consistent sentence length
26. Jargon is
a. an expression that is worn out and has very little meaning
b. technical or specialized terminology
c. the same as slang
d. all of the above
27. Memos should be evaluated using the “next-week rule.” What is the “next-week rule”?
a. Will I be able to accomplish my objective by next week?
b. Will I want to see these words above my signature next week?
c. Will this memo be relevant next week?
d. Will the recipient receive this memo by next week?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8

28. Which of the following is the best way to deliver positive information in a business letter?
a. Provide detailed information in the opening of your letter
b. Tell the reader the positive information in the closing of the letter
c. Begin by highlighting new products and services
d. Tell the reader what you are saying “yes” to
29. Which of the following is NOT a characteristic of modern day business letters?
a. Uses non-personal language
b. Can be considered a legal document
c. More professional looking
d. Can be based on a form letter
30. When using the indirect pattern to deliver negative information, the negative information is placed
a. after the introduction
b. before the buffer
c. after the buffer
d. at the beginning of the letter

Short Answer
10 Short Answer questions. Each question is worth 2 points for a total of 20 points:

1. What is the aspect of the communication process is a stream of words, images, or gestures that
expresses the message?

2. A(n) _______________ is a belief that something is true without proof or demonstration.

3. What is the second stage of listening?

4. Which of the four different approaches of communication takes responsibility and initiative, and actively
listens?

5. A _____________ is a situation in which two or more people have a difference of opinions, methods,
goals, styles, and/or values.

6. What is the first step in the writing process?

7. What type of words are used to serve as traffic signs to your reader or listener, providing early
warning of the direction in which your thought is heading?

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 3 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8

8. A ______________ e-mail is an attempt by one party to voice a concern to another party through an
e-mail message that’s harsh in language and tone.

9. In business writing, a company must show empathy with their readers. What is this referred to as?

10. When using the direct approach to deliver negative messages, the negative message should be at the
____________ of the letter.

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points for a total of 20 points:

Question #1: Describe how making assumptions can negatively affect the communication process. List four
ways of becoming aware of your own assumptions in order to ensure more effective interpersonal
interactions.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8

Question #2: List the five steps in the writing process. Thoroughly describe each of these steps.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

Multiple-Choice & True/False

30 Multiple-Choice and True/False questions. Each question is worth 2 points for a total of 60 points:

1. Both delayed and immediate feedback are useful components in the communication process.
ANSWER: True REFERENCE: 1.4
2. The goal of the communication process is to arrive at a mutual understanding between sender and
receiver.
ANSWER: True REFERENCE: 1.1
3. When speaking, what you say is more important than how you say it.
ANSWER: False REFERENCE: 2.2
4. Hearing is the process of receiving, processing, and responding to a message.
ANSWER: False REFERENCE: 2.3
5. It is important to treat others consistently respectful regardless of whether they reciprocate.
ANSWER: True REFERENCE: 3.3
6. Using the assertive approach when dealing with conflict means you deal with the problem immediately.
ANSWER: False REFERENCE: 3.2
7. When exploring ideas for a message, it is best to limit your ideas to just a few.
ANSWER: False REFERENCE: 4.3
8. It is important to identify your audience before determining the purpose of your letter.
ANSWER: False REFERENCE: 4.2
9. Even a one-paragraph memo can include redundant terms and unnecessary modifiers.
ANSWER: True REFERENCE: 5.2
10. Each paragraph should contain no more that two or three distinct ideas.
ANSWER: False REFERENCE: 5.3
11. Because e-mail is a less formal method of communication, the rules for capitalization and punctuation
are less strict.
ANSWER: False REFERENCE: 6.5
12. The popularity of e-mail is primarily due to its speed and ease of use.
ANSWER: True REFERENCE: 6.3
13. The standard parts of the business letter are consistent regardless of the style of business letter to be
used.
ANSWER: True REFERENCE: 7.3
14. The inside address of a business letter provides the company name and address from whom the letter
is being sent.
ANSWER: False REFERENCE: 7.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

15. The direct approach for delivering negative information begins by restating the issue or situation at
hand.
ANSWER: False REFERENCE: 8.2
16. Goodwill can be built even when a company has to deliver negative information to a customer.
ANSWER: True REFERENCE: 8.2
17. Which of the following is true when giving feedback?
a. Always wait for an obvious pause to give feedback
b. Give feedback immediately or don’t give it at all
c. Nonverbal gestures are not considered feedback
d. Delayed feedback can improve communication skills
ANSWER: D REFERENCE: 1.4
18. When communicating orally, which of the following is the most effective approach?
a. Aggressive speaking
b. Assertive speaking
c. Nonassertive speaking
d. Passive-aggressive speaking
ANSWER: B REFERENCE: 2.1
19. Which of the following is NOT true of nonverbal communication?
a. Nonverbal tools help you engage your listeners
b. Rate of speech is a nonverbal tool
c. Speaking at the same rate improves listener comprehension
d. Voice tone can communicate sincerity
ANSWER: C REFERENCE: 2.2
20. The listening process occurs in three stages. Which of the following is the last stage?
a. Evaluating
b. Responding
c. Receiving
d. Processing
ANSWER: B REFERENCE: 2.3
21. Which of the following is NOT a way of managing defensive reactions in a conflict-resolution
discussion?
a. Restate your positive intention
b. Speak to clarify, not counter
c. Debate the main issue at hand
d. Ask the other person to check your understanding of the message
ANSWER: C REFERENCE: 3.8
22. Which of the following is NOT a constructive approach to dealing with conflict?
a. Identifying the individual at fault
b. Work toward solutions
c. Stay focused on the issues
d. Go to the source of the conflict
ANSWER: A REFERENCE: 3.1

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

23. Supporting details and examples are used for all of the following EXCEPT
a. illustrate an idea or concept
b. verify an assertion
c. define a purpose
d. provide information
ANSWER: C REFERENCE: 4.5
24. Which of the following is true of message length?
a. Length is not important if the word choice and tone are appropriate
b. Message length influences a reader’s receptiveness
c. Long messages provide more clarity
d. All of the above
ANSWER: B REFERENCE: 4.1
25. Which of the following is NOT a technique used to develop effective sentences?
a. Use active verbs
b. Eliminate wordiness
c. Control emphasis
d. Use consistent sentence length
ANSWER: D REFERENCE: 5.2
26. Jargon is
a. an expression that is worn out and has very little meaning
b. technical or specialized terminology
c. the same as slang
d. all of the above
ANSWER: B REFERENCE: 5.2
27. Memos should be evaluated using the “next-week rule.” What is the “next-week rule”?
a. Will I be able to accomplish my objective by next week?
b. Will I want to see these words above my signature next week?
c. Will this memo be relevant next week?
d. Will the recipient receive this memo by next week?
ANSWER: B REFERENCE: 6.1
28. Which of the following is the best way to deliver positive information in a business letter?
a. Provide detailed information in the opening of your letter
b. Tell the reader the positive information in the closing of the letter
c. Begin by highlighting new products and services
d. Tell the reader what you are saying “yes” to
ANSWER: D REFERENCE: 7.5
29. Which of the following is NOT a characteristic of modern day business letters?
a. Uses non-personal language
b. Can be considered a legal document
c. More professional looking
d. Can be based on a form letter
ANSWER: A REFERENCE: 7.1

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

30. When using the indirect pattern to deliver negative information, the negative information is placed
a. after the introduction
b. before the buffer
c. after the buffer
d. at the beginning of the letter
ANSWER: C REFERENCE: 8.1

Short Answer
10 Short Answer questions. Each question is worth 2 points for a total of 20 points:

1. What is the aspect of the communication process is a stream of words, images, or gestures that
expresses the message?
REFERENCE: 1.3
ANSWER: Signal
2. A(n) _______________ is a belief that something is true without proof or demonstration.
REFERENCE: 1.5
ANSWER: Assumption
3. What is the second stage of listening?
REFERENCE: 2.3
ANSWER: Processing
4. Which of the four different approaches of communication takes responsibility and initiative, and actively
listens?
REFERENCE: 2.1
ANSWER: Assertive
5. A _____________ is a situation in which two or more people have a difference of opinions, methods,
goals, styles, and/or values.
REFERENCE: 3.1
ANSWER: Conflict
6. What is the first step in the writing process?
REFERENCE: 4.2
ANSWER: Knowing/determining your purpose
7. What type of words are used to serve as traffic signs to your reader or listener, providing early
warning of the direction in which your thought is heading?
REFERENCE: 5.4
ANSWER: Transitional words

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

8. A ______________ e-mail is an attempt by one party to voice a concern to another party through an
e-mail message that’s harsh in language and tone.
REFERENCE: 6.4
ANSWER: flaming
9. In business writing, a company must show empathy with their readers. What is this referred to as?
REFERENCE: 7.4
ANSWER: You emphasis
10. When using the direct approach to deliver negative messages, the negative message should be at the
____________ of the letter.
REFERENCE: 8.2
ANSWER: beginning

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

Essay
2 Essay questions. Students answer both questions using complete sentences. Each essay is worth 10
points for a total of 20 points:

Question #1: Describe how making assumptions can negatively affect the communication process. List four
ways of becoming aware of your own assumptions in order to ensure more effective interpersonal
interactions.
REFERENCE: 1.5
ANSWER:
An assumption is a belief that something is true without proof or demonstration, or that a person is
going to behave a certain way before they’ve had a chance to act. When interacting with others,
making assumptions about individuals, groups of individuals, or situations can lead to mistakes,
misunderstandings, and strained relationships when they’re acted upon as absolute facts.
Becoming aware of your own assumptions will lead to more effective personal interactions and
relationships. Some of the ways of recognizing your own assumptions include:
Deal with each person as an individual: the more you understand others, the better you can
communicate with them.
Listen first: when something sounds contrary to your thoughts, avoid reacting quickly with a negative
comment or disagreement. Instead, ask the person the rationale of the idea or proposal at hand.
Avoid generalizations: rather than talking in generalizations, tie the comments you make to your own
experiences and do so only when it is relevant.
Communicate first; act second: because so much of work requires cooperating and coordinating with
others, make sure that there is mutual understanding before you take action.
Make the safest assumption of them all: the safest assumption to make when working with others is
to assume that the other person means well. This assumption allows you to see and deal with the
actions and ideas of others at face value.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Describe how
Provide some details
assumptions Very little description and
Thoroughly described about how assumptions
can negatively details given about how
how assumptions can can negatively affect the
affect assumptions can
negatively affect the communication process,
communicatio negatively affect the
communication process but left out some
n communication process
important details
(4 points)
List four ways
Thoroughly identified four Identified at least three of Only identified two or
of becoming
of the five techniques to the five techniques to fewer of the five
aware of
become aware of become aware of techniques to become
assumptions
assumptions. assumptions aware of assumptions
(3 points)
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

MID-TERM EXAM
Chapters 1-8
ANSWER KEY

Question #2: List the five steps in the writing process. Thoroughly describe each of these steps.
REFERENCE: 4.2-4.5
ANSWER:
Step 1—Purpose: Every communication has a purpose, and knowing that purpose before you write
helps you shape your words and ideas. You should decide on your target or purpose before taking aim
with your words, sentences, and paragraphs. Decide at the start of any communication task which of
these purposes you wish to fulfill: inform, persuade, describe.
Step 2—Audience: Before writing a message it is important to determine who the audience is. The
way you think about your audience will help you communicate more effectively with them. The
audience can be friendly, hostile, or neutral. Below are some of the questions to ask yourself to help
you determine who your audience is:
Step 3—Exploration: Once you’ve given some thought to your purpose and your audience, you can
design your message for your audience. In other words, you need to come up with the best ideas to
communicate your message to your audience. For most writers, getting ideas down involves an
expedition of sorts. Take care not to reject ideas or impose a final order on them too early in your idea-
design process; doing so may limit your creativity.
Step 4—Organization: A large part of the art of good business writing lies in finding (or inventing) the
right organizational pattern to make sense out of the information you have. In your work you are often
handed a collection of chaotic information to organize and present: financial data, test scores,
consumer feedback, sales returns, etc. Part of your job is to choose the best way to organize it.
Step 5—Details and examples: Ideas can be made more persuasive and memorable by supporting
them with details and examples. By developing the actual details, examples, and stories, you give life
and substance to your ideas. These details and examples are used to provide information, verify, or
show the truth of an assertion, and illustrate or give an example of an idea or concept. Your supporting
details and examples won’t do you or your audience any good if they seem forced or untrue.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List the five
steps in the Thoroughly identified all Identified at least four of Only identified two or
writing five of the steps in the the five steps in the fewer of the five steps in
process writing process writing process the writing process
(3 points)
Describe the Some descriptive
Lacking descriptive
five steps in Thoroughly described the information provided
information about some
the writing five steps in the writing about each of the items,
or all of the steps in the
process process but lacking some of the
writing process
(4 points) important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 7 of 7
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15

Name:

Date:

Multiple-Choice & True/False

Below are 30 Multiple-Choice and True/False questions. Choose the best answer. Each question is worth 2
points for a total of 60 points:

1. Sales letters should always request a specific action by the reader.

2. A persuasive letter is used to make the reader aware of their needs.
3. Taking notes while others are speaking in a meeting is considered rude and distracting.
4. Nonverbal messages are not conveyed over the phone.
5. It is best not to rehearse a presentation beforehand because it will make it sound canned and stiff.
6. Nonwords can be effectively used to add pauses and control and pace of your presentation.
7. The second step in writing a business report is determining who your audience is.
8. Recommendation reports include not only recommendations, but also supporting data and conclusions.
9. Many proposals must follow specific guidelines established by the organization requesting the
proposal.
10. A hasty generalization is an explanation or answer that is simply a restatement of facts.
11. Professional affiliations should be included in a chronological resume if it is relevant to the position for
which you are applying.
12. Each application letter should be custom tailored to the particular job for which you’re applying.
13. Stories and humor can be used in the interview process to add substance to your points.
14. During an interview, you should wait until the end to ask questions.
15. What is the goal of a collection letter?
a. Inform the reader of their delinquent debt
b. Promote goodwill for the company
c. Settle the account as quickly as possible
d. Retain the individual as a customer
16. Which of the following is NOT a common type of persuasive letter?
a. Information request letter
b. Collection letter
c. Sales letter
d. Claim letter
17. If you disagree with something you hear in a meeting
a. explain why the idea is bad
b. speak to the person about your disagreement at a later time
c. ask if anyone else disagrees with the speaker
d. suggest a positive alternative

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15

18. Participating effectively in meetings includes all of the following EXCEPT

a. taking notes while you are listening
b. leaving out your opinions
c. tuning in to nonverbal cues
d. contribute information related to the purpose of the meeting
19. Which of the following is NOT true when planning a productive meeting?
a. Know what is important to your audience
b. Using a meeting outline limits creativity and flow
c. Research the topic of discussion prior to the meeting
d. All of the above
20. Which of the following is NOT a way to help you move from high anxiety to being more composed
when giving a presentation?
a. Familiarize yourself with the room in which you will be speaking
b. Be thoroughly prepared
c. Verbally let your audience know you’re a little nervous
d. If you make a minor mistake, keep moving forward
21. What is the final step when preparing your presentation?
a. Identify stories to reinforce points your making
b. Determine your introduction
c. Rehearse your presentation
d. Determine how much time you have
22. Using gestures when giving a presentation can
a. emphasize points
b. be distracting
c. help you look relaxed
d. all of the above
23. Which of the following is a purpose of a business report?
a. Persuasive
b. Informative
c. Analytical
d. Any combination of the three above
24. In the steps of writing a business report, which of the following should be done first?
a. Brainstorm your topic
b. Research your topic
c. Arrange your major points
d. Write your rough draft
25. Which of the following would NOT be a reason to use a visual aid in a business proposal?
a. To make an impression on your reader
b. To unify your points
c. To emphasize a point
d. To add length to your proposal
26. Which of the following is an example of faulty reasoning that sets up a false target for the argument
being made?
a. Circular reasoning
b. Hasty generalization
c. Straw man
d. None of the above

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 2 of 5
 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15

27. What is the main objective of a well-crafted resume?

a. Demonstrate your writing skills
b. Highlight your experience
c. Describe relevant work experience and education
d. Obtain an interview
28. What format of resume is preferred by most human-resource professionals and recruiters?
a. Chronological
b. Functional
c. Sequential
d. Combination
29. What would be an effective strategy to use when responding to an interview question about your
weaknesses?
a. Explain that you don’t have any weaknesses related to the job for which you’re applying
b. Respond briefly with the facts
c. Provide a long, detailed answer about your weaknesses, as well as, your strengths
d. All of the above
30. Which of the following would NOT be an appropriate question to ask during an interview?
a. What are the other candidate’s qualifications and experience?
b. What is the future outlook of the company?
c. What is a compensation and benefits package?
d. What are the growth opportunities in the company?

Short Answer
Below are 10 Short Answer questions. Each question is worth 2 points for a total of 20 points:

1. What is the acronym used to describe the step-by-step process for composing a sales letter?

2. When answering the phone, what should you do to help make your voice sound warm and friendly?

3. A thought-provoking questions that you ask but you don’t expect and answer is called?

4. _______________ are what you do with your hands while you talk.

5. What is the first step in creating a report?

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15

6. Reports are typically required when management of an organization faces a _______________.

7. A(n) _______________ chart visually represents relationships and hierarchies among people.

8. The people in your business and personal life that can connect you with job opportunities are called
a(n) _______________.

9. What type of letter is written to inquire about possible job opportunities in an organization?

10. The _____________ interview is used to determine if the applicant meets the minimum qualifications of
the job.

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 Test bank to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15

Essay
Below are 2 Essay questions. Answer both questions using complete sentences. Each essay is worth 10
points for a total of 20 points:

Question #1: List and explain the five steps used to compose an effective sales letter.

Question #2: In a presentation, what you say is important, but how you say it carries more weight. Identify
and explain four nonverbal behaviors used to enhance the delivery of a presentation.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 5
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

Multiple-Choice & True/False

Below are 30 Multiple-Choice and True/False questions. Choose the best answer. Each question is worth 2
points for a total of 60 points:

1. Sales letters should always request a specific action by the reader.

ANSWER: True REFERENCE: 9.2
2. A persuasive letter is used to make the reader aware of their needs.
ANSWER: True REFERENCE: 9.1
3. Taking notes while others are speaking in a meeting is considered rude and distracting.
ANSWER: False REFERENCE: 10.7
4. Nonverbal messages are not conveyed over the phone.
ANSWER: False REFERENCE: 10.3
5. It is best not to rehearse a presentation beforehand because it will make it sound canned and stiff.
ANSWER: False REFERENCE: 11.1
6. Nonwords can be effectively used to add pauses and control and pace of your presentation.
ANSWER: False REFERENCE: 11.3
7. The second step in writing a business report is determining who your audience is.
ANSWER: True REFERENCE: 12.4
8. Recommendation reports include not only recommendations, but also supporting data and conclusions.
ANSWER: True REFERENCE: 12.2
9. Many proposals must follow specific guidelines established by the organization requesting the
proposal.
ANSWER: True REFERENCE: 13.2
10. A hasty generalization is an explanation or answer that is simply a restatement of facts.
ANSWER: False REFERENCE: 13.1
11. Professional affiliations should be included in a chronological resume if it is relevant to the position for
which you are applying.
ANSWER: True REFERENCE: 14.2
12. Each application letter should be custom tailored to the particular job for which you’re applying.
ANSWER: True REFERENCE: 14.4
13. Stories and humor can be used in the interview process to add substance to your points.
ANSWER: True REFERENCE: 15.2
14. During an interview, you should wait until the end to ask questions.
ANSWER: False REFERENCE: 15.2

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 1 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

15. What is the goal of a collection letter?

a. Inform the reader of their delinquent debt
b. Promote goodwill for the company
c. Settle the account as quickly as possible
d. Retain the individual as a customer
ANSWER: C REFERENCE: 9.4
16. Which of the following is NOT a common type of persuasive letter?
a. Information request letter
b. Collection letter
c. Sales letter
d. Claim letter
ANSWER: A REFERENCE: 9.1
17. If you disagree with something you hear in a meeting
a. explain why the idea is bad
b. speak to the person about your disagreement at a later time
c. ask if anyone else disagrees with the speaker
d. suggest a positive alternative
ANSWER: D REFERENCE: 10.7
18. Participating effectively in meetings includes all of the following EXCEPT
a. taking notes while you are listening
b. leaving out your opinions
c. tuning in to nonverbal cues
d. contribute information related to the purpose of the meeting
ANSWER: B REFERENCE: 10.7
19. Which of the following is NOT true when planning a productive meeting?
a. Know what is important to your audience
b. Using a meeting outline limits creativity and flow
c. Research the topic of discussion prior to the meeting
d. All of the above
ANSWER: B REFERENCE: 10.6
20. Which of the following is NOT a way to help you move from high anxiety to being more composed
when giving a presentation?
a. Familiarize yourself with the room in which you will be speaking
b. Be thoroughly prepared
c. Verbally let your audience know you’re a little nervous
d. If you make a minor mistake, keep moving forward
ANSWER: C REFERENCE: 11.5
21. What is the final step when preparing your presentation?
a. Identify stories to reinforce points your making
b. Determine your introduction
c. Rehearse your presentation
d. Determine how much time you have
ANSWER: C REFERENCE: 11.1

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

22. Using gestures when giving a presentation can

a. emphasize points
b. be distracting
c. help you look relaxed
d. all of the above
ANSWER: D REFERENCE: 11.3
23. Which of the following is a purpose of a business report?
a. Persuasive
b. Informative
c. Analytical
d. Any combination of the three above
ANSWER: D REFERENCE: 12.1
24. In the steps of writing a business report, which of the following should be done first?
a. Brainstorm your topic
b. Research your topic
c. Arrange your major points
d. Write your rough draft
ANSWER: A REFERENCE: 12.4
25. Which of the following would NOT be a reason to use a visual aid in a business proposal?
a. To make an impression on your reader
b. To unify your points
c. To emphasize a point
d. To add length to your proposal
ANSWER: D REFERENCE: 13.3
26. Which of the following is an example of faulty reasoning that sets up a false target for the argument
being made?
a. Circular reasoning
b. Hasty generalization
c. Straw man
d. None of the above
ANSWER: C REFERENCE: 13.1
27. What is the main objective of a well-crafted resume?
a. Demonstrate your writing skills
b. Highlight your experience
c. Describe relevant work experience and education
d. Obtain an interview
ANSWER: D REFERENCE: 14.2
28. What format of resume is preferred by most human-resource professionals and recruiters?
a. Chronological
b. Functional
c. Sequential
d. Combination
ANSWER: A REFERENCE: 14.2

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 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

29. What would be an effective strategy to use when responding to an interview question about your
weaknesses?
a. Explain that you don’t have any weaknesses related to the job for which you’re applying
b. Respond briefly with the facts
c. Provide a long, detailed answer about your weaknesses, as well as, your strengths
d. All of the above
ANSWER: B REFERENCE: 15.1
30. Which of the following would NOT be an appropriate question to ask during an interview?
a. What are the other candidate’s qualifications and experience?
b. What is the future outlook of the company?
c. What is a compensation and benefits package?
d. What are the growth opportunities in the company?
ANSWER: A REFERENCE: 15.2

Short Answer
Below are 10 Short Answer questions. Each question is worth 2 points for a total of 20 points:

1. What is the acronym used to describe the step-by-step process for composing a sales letter?
REFERENCE: 9.2
ANSWER: S-A-L-E-S
2. When answering the phone, what should you do to help make your voice sound warm and friendly?
REFERENCE: 10.3
ANSWER: Smile or have a smile in your voice
3. A thought-provoking questions that you ask but you don’t expect and answer is called?
REFERENCE: 11.2
ANSWER: A rhetorical question
4. _______________ are what you do with your hands while you talk.
REFERENCE: 11.3
ANSWER: Gestures
5. What is the first step in creating a report?
REFERENCE: 12.3
ANSWER: Determining the purpose
6. Reports are typically required when management of an organization faces a _______________.
REFERENCE: 12.1
ANSWER: problem or question
7. A(n) _______________ chart visually represents relationships and hierarchies among people.
REFERENCE: 13.3
ANSWER: organizational

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 4 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

8. The people in your business and personal life that can connect you with job opportunities are called
a(n) _______________.
REFERENCE: 14.1
ANSWER: network
9. What type of letter is written to inquire about possible job opportunities in an organization?
REFERENCE: 14.4
ANSWER: Prospecting letter
10. The _____________ interview is used to determine if the applicant meets the minimum qualifications of
the job.
REFERENCE: 15.1
ANSWER: screening

Essay
Below are 2 Essay questions. Students answer both questions using complete sentences. Each essay is
worth 10 points for a total of 20 points:

Question #1: List and explain the five steps used to compose an effective sales letter.
REFERENCE: 9.2
ANSWER:
Spark the Imagination: The opener of a sales letter should immediately capture the reader’s attention.
If it doesn’t, there’s a good chance the reader won’t read it, and it will end up in the trash with the other
unsolicited mail.
Announce the Product or Service: You’ve piqued your reader’s curiosity with your opening
sentences, and now he or she wants that curiosity satisfied. This portion should first advertise your
product or service; only then can you move on to matters such as the history of your company or your
product, or the expertise of your personnel. Name what you have to offer in specific terms, and do so
with an honest, assertive voice. Where space permits, provide a persuasive example or two.
List the Advantages to the Client: This section of the sales letter convinces readers that your
advertised claims in the second paragraph have practical applications. Here’s your chance to
demonstrate the wide variety of needs your product or service can fulfill. Because the second
paragraph of a sales letter often turns out to be rather long, consider saving space by setting off major
points as a list.
Express Appreciation and Goodwill: Now’s the time to thank your reader for considering your ideas,
or to praise the reader’s company. Although compliments may seem to be unnecessary to you, they
are high-interest items to readers.

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 5 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

Specify Exactly What the Client Should Do—and When: Finally, tell the reader in a clear, specific
way what you want him or her to do—and when—to bring about the advantages described in the letter.
Define an easy and appealing path of action for your reader. If the action is at all complicated, break it
into separate steps. Specific action statements often consist of an action verb, a specific address and
telephone number, a specific time, and perhaps one final advantage if the reader does what you
suggest.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
List five steps Identified at least four of Only identified three or
Thoroughly identified all
in composing the five steps in fewer of the five steps in
five steps in composing
a sales letter composing an effective composing an effective
an effective sales letter
(3 points) sales letter sales letter
Describe five Some descriptive Lacking descriptive
steps in Thoroughly described all information provided information about some
composing a five steps in composing about each of the items, or all of the five steps in
sales letter an effective sales letter but lacking some of the composing an effective
(4 points) important details sales letter
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Question #2: In a presentation, what you say is important, but how you say it carries more weight. Identify
and explain four nonverbal behaviors used to enhance the delivery of a presentation.
REFERENCE: 11.3
ANSWER:
Making Eye Contact Count: In a formal presentation, eye contact is the nonverbal way of keeping the
speaker and audience connected. As they watch you, you want to look at them. A couple of ways to put
this into practice include: looking at their faces and include everyone.
Using Gestures to Your Advantage: Gestures are what you do with your hands while you talk and
are often the source of great discomfort for speakers. Clinging to the podium, clenching your hands
behind your back, shoving your hands in your pockets, flailing your arms, fidgeting with your watch—
these moves are all certain to detract from your message.
In a formal presentation gestures give life to the talk and emphasize key points. Most people don’t
recognize what gestures can do for a presentation. Gestures help you look relaxed and animated.
Gestures should go with the flow of what you’re saying. Also, using a variety of gestures to show you’re
getting into your message is the key to sparking positive attention from your audience.
Paying Attention to Your Posture and Body Position: The objective with your posture and body
position is to show alertness and confidence, to come across as relaxed yet with a sense of
importance. You’re far more likely to be standing than sitting when giving a formal presentation.
Slouching over a podium or leaning on a table as you talk makes you look too relaxed and lessens the
seriousness in which your presentation is received. At the same time, standing still in one spot the
whole time makes you look extremely stiff.
Taking Control of Your Voice: When using your voice in a speech, your objective is to come across
with positive energy and sincerity. Your voice helps put you firmly and confidently behind your words,
which has the effect of pulling the audience with you. Your voice is one of the most powerful

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 6 of 7
 Test bank answer key to accompany Business Communication, Cdn Ed by Brounstein et al

FINAL EXAM
Non-cumulative
Chapters 9-15
ANSWER KEY

instruments you have to give the best of you in your presentation. It provides the volume, inflection, and
tone of your message. When giving a presentation your voice should project loud and clear, convey a
tone of respect and importance, show a little enthusiasm, and be varied at times to add emphasis.
Pacing Yourself: Pace is your rate of speech when talking. In a formal presentation, the objective of
pace is to manage the flow of your delivery so that the audience hears your words clearly and leaves
feeling comfortable. If the pace doesn’t match what the audience is comfortable with, you lose their
interest. Go too fast when you’re giving a presentation and you may slur your words and confuse your
audience. Go way too slowly and you may torture the group, who can’t wait that long for you to make a
point. When pacing yourself during a presentation, include the following: go at a steady rate, vary your
rate at time for effect, and use pauses to control your pace.

Sample Rubric
Excellent Good Lacking Information Total Points
10 pts possible
Identify four
Thoroughly identified four Identified at least three of Only identified two or
presentation
of the five nonverbal the five nonverbal fewer of the five
guidelines
guidelines guidelines nonverbal guidelines
(3 points)
Some descriptive
Explain four Lacking descriptive
Thoroughly described information provided
presentation information about some
four of the five nonverbal about each of the items,
guidelines or all of the nonverbal
guidelines but lacking some of the
(4 points) guidelines
important details
Proper Lacking completeness of
Good use of grammar
grammar and Excellent grammar thought and ideas, and
and sentence structure,
sentence usage, spelling, and numerous spelling,
but some minor errors in
structure sentence structure grammar, and sentence
grammar or spelling
(3 points) structure errors

Copyright © 2011 John Wiley & Sons Canada. All rights reserved. Page 7 of 7