Chapter 3—Composing Business Messages

MULTIPLE CHOICE

1. Neil must develop a proposal for his supervisor that will describe the cost savings for an automated call
center. Where should he begin?
a. Writing the proposal
b. Locating other proposals that he can copy
c. Researching the proposal
d. Determining an appropriate layout

2. Before composing a business document, you should gather the information that will answer which of
these questions?
a. Will I have enough time to complete thorough research?
b. What is the receiver to do?
c. What information will be the easiest to locate?
d. How will I use this information?

3. Formal research methods are generally required for what type(s) of business document(s)?
a. Routine e-mail messages
b. Routine memos
c. Long reports and complex business problems
d. All of these choices would require formal research.

4. Which of the following is a formal research method?

a. Talking with your boss
b. Organizing a focus group
c. Brainstorming
d. Looking in company files

5. Which formal research source is best to obtain firsthand information?

a. Internet Web sites and articles
b. Reference books
c. Electronic databases
d. Interviews

6. Stephanie is preparing a market analysis for her business plan. For firsthand information she should
a. search manually in her local library.
b. conduct interviews and surveys or organize a focus group.
c. search the Internet for related Web sites.
d. review scientific experiments conducted by experts.

7. Quality Building Materials Inc. has developed a new whole-house weather blanket and needs to
determine the price point at which builders would switch to this new product. The best research method
for this is a(n)

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 a. manual search of other companies' price lists.
b. interview with a local builder.
c. Internet search of insulation values for weather blankets.
d. scientific experiment that presents price choices with controlled variables.

8. As interns in human resource management, Ravi and his team are administering a professionally
developed employee questionnaire to collect information on workplace violence. This type of research
produces data that is considered
a. firsthand information.
b. informal documentation.
c. supplementary, secondary information.
d. scientific experimentation.

9. Anya is sending a persuasive memo to her staff asking them to participate in the new wellness program.
Which of the following sources of information would be most appropriate to help Anya shape an
effective persuasive message for her staff?
a. Tightly controlled scientific experimentation
b. Library research rooms
c. Questionnaires and surveys of employees
d. Research in company files

10. Many routine writing tasks such as composing e-mail messages or informational reports require that you
collect information informally by
a. conducting extensive Web research.
b. conducting a scientific experiment.
c. looking in the files.
d. searching a variety of books, journals, or magazines.

11. When brainstorming to generate ideas, you should

a. critique each idea as it is suggested.
b. record ideas without judging them.
c. always work alone for greater efficiency.
d. allow no more than five ideas to be discussed.

12. You will create clear, readable messages if you

a. proceed free form from one idea to the next for maximum creative effect.
b. avoid emphasizing important ideas to allow readers to judge for themselves.
c. group similar items together and emphasize important ideas.
d. do not follow any pattern that restricts the free flow of your ideas.

13. Organizing data includes two processes. These processes are

a. grouping and strategizing.
b. brainstorming and researching.
c. outlining and drafting.
d. drafting and editing.

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14. According to communication experts, what is the greatest failing of business writers? a. Poor spelling
b. Unclear sentence structure
c. Ambiguous wording
d. Poor organization

15. Organizing your ideas into an outline is especially important when you are
a. developing a complex project.
b. writing a routine memo.
c. replying quickly to an e-mail message.
d. beginning the research phase of the writing process.

16. The direct strategy would be most appropriate when

a. delivering bad news.
b. presenting ideas requiring persuasion.
c. expecting the audience to be pleased, mildly interested, or neutral.
d. revealing sensitive news.

17. Which of the following business messages would use the direct strategy?
a. A letter denying credit to a customer
b. A sales letter
c. A letter rejecting a customer's claim
d. An e-mail to your staff reminding them of the upcoming all-staff meeting

18. Which of the following is an advantage of the direct strategy?

a. Minimizes a negative reaction
b. Respects the feelings of the reader
c. Saves the reader time
d. Encourages a fair hearing

19. Which of the following message openings is the most direct opening for an e-mail message announcing
a new telecommuting plan?
a. A number of employees have asked about telecommuting options.
b. Many businesses have been implementing telecommuting programs, and we have studied their
programs extensively.
c. Rising gas prices have led many companies to allow telecommuting, and we think this might be a
good idea for our company.
d. Our new telecommuting program will begin on August 1.

20. Harry began his memo with background information and explanations before announcing a reduction in
health insurance coverage. The strategy Richard used is called
a. frontloading.
b. direct.
c. passive voice.
d. indirect.

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21. Which of the following is an advantage of the indirect strategy?
a. Saves the reader's time
b. Respects the feelings of the audience
c. Prevents frustration
d. Sets a proper frame of mind

22. When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you
should
a. put the bad news first.
b. begin with the main idea.
c. explain all background information first.
d. send the message via e-mail, text message, or IM.
23. Which of the following kinds of business messages typically use the indirect strategy?
a. Nonsensitive memos
b. Routine requests
c. Informational reports
d. Sensitive messages

24. What kind of sentence contains only one independent clause?

a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence

25. What kind of sentence contains two independent clauses?

a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence

26. What kind of sentence contains an independent clause and a dependent clause?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence

27. What kind of sentence contains at least two independent clauses and a dependent clause?
a. Simple sentence
b. Compound sentence
c. Complex sentence
d. Compound-complex sentence

28. Which of the following is a simple sentence?

a. If health insurance costs continue to rise, employee copays may increase.

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 b. Having healthy employees decreases the cost of monthly premiums; therefore, we will be
implementing a wellness program.
c. HMO and PPO insurance plans offer additional cost savings.
d. Because we will be reducing employee health insurance benefits, some employees may be
unhappy; however, we must make sure that they understand the reason for the change.

29. What is the recommended maximum number of words for a sentence?

a. 10
b. 20
c. 25
d. 30

30. What is a sentence fragment?

a. Two independent clauses connected without punctuation or a conjunction
b. Two independent clauses connected by a comma without a conjunction
c. A broken-off part of a complex sentence
d. The part of a sentence containing the verb

31. What is a comma splice?

a. Two independent clauses run together without punctuation or a conjunction
b. Two independent clauses joined by a comma without a conjunction
c. A broken-off part of a complex sentence
d. Two dependent clauses

32. What is a run-on sentence?

a. Two independent clauses run together without punctuation or a conjunction
b. Two independent clauses joined by a comma without a conjunction
c. A broken-off part of a complex sentence
d. An independent clause containing two dependent clauses

33. Which of the following contains no sentence faults?

a. Which is why we are considering new health insurance options.
b. HealthNet's coverage is extensive, and the rates are fair.
c. Review the list of benefits, then let me know what you think.
d. Having good health insurance is important to employees we need to keep that in mind.

34. How should the following be classified? ReliaCare increased insurance premiums by 28 percent for our
next fiscal year(, -> ;) that is why we are seeking new insurance bids.
a. Complete sentence
b. Fragment
c. Fused or run-on sentence
d. Comma splice

35. How should the following be classified? Janet called ReliaCare; she also requested a new bid for health
insurance premiums.

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 a. Complete sentence
b. Fused or run-on sentence
c. Fragment
d. Comma splice

36. To emphasize an idea through mechanics, place it in

a. boldface.
b. a different font style.
c. capital letters.
d. Any of these techniques would emphasize the idea.

37. To emphasize an idea through style, place it

a. in a simple sentence.
b. in a dependent clause.
c. in the middle of a sentence.
d. Any of these techniques would emphasize the idea.

38. Which of the following sentences is most effective in de-emphasizing the bad news?
a. Although cash refunds are not offered, you can exchange resalable merchandise.
b. Although you can exchange returned merchandise, cash refunds are not available.
c. Since we only exchange merchandise, it is impossible for you to receive a cash refund.
d. Because of our exchange policy, you may not receive a cash refund.

39. Active-voice sentences

a. direct the action of the verb toward the subject.
b. place the subject of the sentence as the doer of the action.
c. generally use a to be helping verb.
d. should always be avoided.

40. Which of the following uses only active voice in a complete sentence?
a. The company's rigid return policy was criticized by a few unhappy customers.
b. Because a few unhappy customers criticized the company's rigid return policy.
c. Managers were told about the unhappy customers who criticized the company's rigid return
policy.
d. A few unhappy customers criticized the company's rigid return policy.

41. When should passive voice be used in business writing?

a. When you want to de-emphasize the action or the recipient of the action
b. When you want to emphasize the doer of the action
c. When you want to de-emphasize negative news
d. Never

42. Which of the following uses parallel structure?

a. Our new paralegal must be smart, efficient, and have flexibility.

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 b. The accident shattered her pelvis, dislocated her foot, and her spinal column was broken in three
places.
c. Big business demands superior forecasting, reporting, and analyzing.
d. A good financial planner must be certified, competent, and must possess ethical standards.

43. Which of the following sentences uses modifiers correctly?

a. Competent in computer graphics, our Web site was designed by Gloria.
b. To take advantage of the discounted pricing, place your order immediately.
c. To meet customers' orders, shipments must be increased.
d. Placing the proposal on the desk, the office was left by John.

44. Effective paragraphs

a. usually present the main idea in the first sentence.
b. are coherent.
c. include supporting sentences that expand and explain the main idea.
d. All answer choices are correct.

45. What do most writers use as the first sentence in a paragraph?

a. Supporting sentence
b. Transitional sentence
c. Topic sentence
d. Pivoting sentence

46. Paragraphs are coherent when

a. all sentences are written in the active voice.
b. each sentence includes dependent and independent clauses.
c. ideas are linked; that is, one idea leads logically to the next.
d. All answer choices are correct.

47. Transitional expressions such as next, first, and finally are useful to show
a. cause and effect.
b. illustration.
c. comparison and contrast.
d. time association.

48. Paragraphs should

a. focus on as many ideas as necessary.
b. avoid the repetition of key or similar words.
c. contain long, solid chunks of print.
d. contain eight or fewer printed lines.

49. Writer's block can best be defined as

a. a block of time set aside to compose documents and projects.
b. the organization of research and ideas into an outline or scratch list.
c. an inability to produce a first draft because of poor preparation.

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 d. a neighborhood in a city or town where writers live and work together.

50. Most writers can compose their business messages more effectively if they
a. have a quiet environment in which to concentrate.
b. turn on a TV, CD player, stereo, or other device to stimulate their thinking.
c. maintain a normal working environment, including accepting phone calls, text messages, IMs, and
occasional visitors.
d. hold off writing until the perfect wording forms the complete message in their minds.

TRUE/FALSE

1. You can expect to write more messages on the job than ever.

2. Being able to write effectively is critical to promotions.

3. Research is necessary only when composing formal documents.

4. When you fail to collect all needed research before beginning to organize and write your business
document, you may end up starting over and reorganizing.

5. One question you should ask yourself when you collect research is What does the receiver need to know
about this topic?
6. Jonathan is researching the financial impact of a job-sharing benefit for employees. Talking with his
boss about the possible effects of offering this benefit to employees is an effective method of informal
research.

7. Conducting scientific experiments is a method to gather formal research.

8. Most routine business writing tasks allow you to use informal research techniques to gather sufficient
information.

9. Looking in company files for information is a waste of time.

10. Brainstorming is an ineffective research technique.

11. Many communication experts regard poor organization as the greatest failing of business writers.

12. Using a hierarchy such as an outline can help you to organize ideas and information.

13. When you expect the reader to be pleased, mildly interested, or neutral, use the indirect pattern of
organization.

14. Another name for the direct method is frontloading.

15. One advantage of the direct method is that it saves the reader time.

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16. The indirect pattern works well with three kinds of messages: (a) bad news, (b) ideas that require
persuasion, and (c) sensitive news.

17. One advantage of the indirect method is that it respects the feelings of the audience.

18. The most compelling and effective messages contain one repeated sentence pattern rather than a variety
of sentences.

19. A compound-complex sentence contains two complete but related thoughts.

20. Because sentences of 20 or fewer words have the most impact, business writers must restrict all
sentences to fewer than 20 words.

21. Words such as although, as, because, and which often introduce dependent clauses.

22. A run-on-sentence results when a writer joins two independent clauses with a comma.

23. Mechanical techniques to emphasize important ideas include underlining, italics, boldface, font changes,
all caps, dashes, tabulation, columns, and headings.

24. Although mechanical means are occasionally appropriate to create emphasis, more often a writer
achieves emphasis stylistically.

25. Careful writers avoid labeling main ideas because they know that readers prefer to identify main ideas
for themselves.

26. The following sentence effectively uses a stylistic device to de-emphasize the bad news: Although we
don't have any available positions at this time, we were pleased to receive your application and will
keep it on file for six months.

27. In the active voice, the subject is acted upon. In the passive voice, the subject is the doer of the action.

28. Active voice is more direct, clear, and concise. Therefore, passive voice should never be used in
business writing.

29. To achieve parallel construction, use similar structure to express ideas.

30. The following sentence demonstrates parallel structure: Eric demonstrated dedication, effective
communication skills, and he was always punctual.

31. Modifiers must be close to the words they describe or limit.

32. The following sentence contains a dangling or misplaced modifier: Working all night, the brief was filed
with the court on time.

33. Business writers generally place the topic sentence first in the paragraph.

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34. All support sentences in a paragraph must relate to the topic sentence.

35. Pronouns can be used to promote paragraph coherence.

ANS: T
Pronouns can promote sentence and paragraph coherence, but they must have clear antecedents.

PTS: 1 DIF: Easy

OBJ: Bloom's Taxonomy: Knowledge
TOP: Drafting Powerful Paragraphs

36. Good writers should avoid repetition of words or key ideas because it shows lack of creativity.

37. Writers can use words and phrases such as on the other hand, as opposed to, and conversely to show
contrast in business messages.

38. Business writers should strive for paragraphs with eight or fewer printed lines.

39. Communicators who have not completed their preparatory work may suffer from writer's block as they
sit staring at their computer screens waiting for inspiration.

40. Experts recommend that business writers (avoid) -> có thể thay bằng suggest recomment thì là TRUE
freewriting, which is similar to cramming for final exams and likely to produce similarly poor results.

COMPLETION

1. Tanya is collecting information for a business document she is writing. We call this collection process
______research______________.

2. Long reports and complex business problems generally require some use of
________formal____________ research methods.

3. Looking in the files and talking with your boss are methods of _______informal_____________
research.

4. In the ___________direct_________ pattern of organization, the main idea comes first, followed by
details, an explanation, or evidence.

5. Persuasive and bad-news messages should usually use the ___________indirect_________ pattern.

6. A(n) _______complex_____________ sentence contains an independent clause (a complete thought)

and a dependent clause (a thought that cannot stand by itself).

7. The refund authorization was processed by our customer service representative is an example of a
sentence using the _______passive_____________ voice.

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8. A dangling ____________modifier________ results when the word or phrase the modifier describes is
missing from its sentence.

9. A(n) ____________paragraph________ is a group of sentences about one idea.

10. Before and meanwhile are examples of transitional expressions that show ______time______________
association.

TOP: Drafting Powerful Paragraphs

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