Communication and Following

Topics: Communication, E-mail, Writing Pages: 7 (1212 words) Published: January 9, 2013

The test has 100 questions, all of which are Multiple Choice. You will choose the ONE BEST answer on the bubble answer sheet.

Content areas for study, Chapters 1-4:

Purposes of communication
The communication process model
Channels of communication
Face-to-face communication
Encoding, interference, interception, poor decoding
Cultural differences
Cultural space requirements
Cultural concepts of time

Team communication levels
Maslow’s hierarchy
Johari Window
Kinesic messages
Roles of individuals in meetings
McGregor’s Theory Y
Downward communication
Disseminating bad news
Upward communication, vertical communication

Empathy in business writing
Receiver-focused business writing
Sensitivity to bias
Condescending, euphemisms, dysphemisms, connotative (words)
Communicating about disabilities
Communicating negative ideas
Passive voice
Active voice
Independent clause
Simple sentences

Outlining a letter
Indirect/inductive sequence
Enumerated lists in documents
Parallel construction, subject-verb agreement, gerund use, gender-biased language Writing specific messages
Objective and effective messages
Avoiding clichés
Opening sentence for a response to a request for information Improvements in sentences
Eliminating unnecessary words

Grammatical errors
Dangling modifier

Writing-analysis software programs
Computer’s spell check feature
A business-person’s vocabulary

Content areas for study, Chapters 5-8:

1. Advantage of the deductive pattern in good-news or routine letters.

2. Which is the most appropriate beginning for a routine claim letter?

3. Which of the following is the best opening sentence for a favorable response to a claim letter?

4. In a letter responding to a claim letter, the first sentence is "Your racket was restrung and returned today." The final sentence of that letter is "For swimming, golfing, and skiing equipment, see the attached folder." The final sentence is an example of

5. In a letter that approves an adjustment, which would be the most appropriate ending?

6. Which of the following is the most effective statement of apology?

7. Your manager asked you to write a letter responding to a German company's request for information. What guidelines should you keep in mind as you write?

8. Eric received a letter from Seiji, a Japanese business associate, who stated that he would be able to deliver products at a very competitive price by a stated deadline. However, the deadline has passed, and Eric is still waiting for the products. How should Eric react?

9. Which of the following statement is true concerning cultural communication styles?

10. The decision of whether to use inductive or deductive order in a business message is based on

Chapter 6

11. Your objective in writing a bad-news message is best stated by which of the following?

12. In the inductive pattern of bad-news messages, the letter or memo should start with

13. If bad news appears in the first sentence of a letter

14. Which of the following is the best reply to a request for a favor?

15. Amanda is a marketing manager who has been asked by a professor to speak to her class about careers in marketing. However, since she is in the middle of a major product launch, her schedule is extremely busy, and she must refuse his request. What would be a satisfactory end to her letter?

16. Melanie is responding to a request for a claim. Which of the following is NOT recommended for a letter refusing to grant a claim?

17. Samantha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the best way for Samantha to begin a letter saying the company does not sell directly to end users?

Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Communication Essay
  • communication Essay
  • communication Essay
  • communication Essay
  • Communication Essay
  • Essay about Communication
  • Essay about communication
  • communication Essay

Become a StudyMode Member

Sign Up - It's Free