Test Bank for Essentials of Business Communication

10th Edition by Guffey

Chapter 01 TRUE/FALSE QUESTIONS

51. Because of today's communication technology, employees in today's workforce can expect to write fewer messages.
a. True
b. False
ANSWER: False
RATIONALE: Today's workforce communicates more, not less, because information technology and the
Internet have transformed the world of work.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 3
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
b. False
ANSWER: True
RATIONALE: In a poll of recruiters, oral and written communication skills were by a large margin the top
skill set sought by employers.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 3
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

53. Only managers and business executives need strong communication skills.
a. True
b. False
ANSWER: False
RATIONALE: Employees at all levels and in all fields will need strong communication skills in today's
information-driven society.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 3
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

54. Employees in today's workforce must learn to write only e-mails effectively.
a. True
b. False
ANSWER: False
RATIONALE: Employees in today's workforce must be prepared to communicate with the public and within
a company by using a variety of media such as e-mail, instant messaging, texting, blogs,
wikis, and social media sites.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 3-4
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

55. Operating a computer is an example of a "soft" skill.

a. True
b. False
ANSWER: False
RATIONALE: "Soft" skills, which are desirable in all business sectors and job positions, include
communicating and working with others, solving problems, making ethical decisions, and
appreciating diversity. Operating a computer is a "hard" skill.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 5
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

56. Despite their popularity among teens, social networking sites such as Facebook and Twitter are rarely used in today's
business world.
a. True
b. False
ANSWER: False
RATIONALE: New communication technologies, including social networking sites, have dramatically
affected the way workers interact. Today's businesses are capitalizing on these technologies
to collect information, serve customers, and sell products and services.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 5-6
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

57. As a frontline employee, you can expect to have more managers in the workforce.
a. True
b. False
ANSWER: False
RATIONALE: To reduce costs and inefficiencies, today's companies are reducing the levels of management,
which means that you can expect to have fewer managers on the job and that you will be
making more decisions and communicating these decisions to customers, coworkers, and
management.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 7
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

58. As an employee in today's digital workplace, you can expect to work more independently rather than collaboratively
in groups.
a. True
b. False
ANSWER: False
RATIONALE: Teamwork has become a reality in businesses. Many companies have created cross-
functional teams to empower employees and boost their involvement in decision making.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 7
LEARNING OBJECTIVES: ESBC.GULO.16.01.01 - 01.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Mastering the Tools for Success in the Twenty-First-Century Workplace
KEYWORDS: Bloom's: Knowledge

59. Most people are good listeners.

a. True
b. False
ANSWER: False
RATIONALE: Most people are poor listeners. In fact, some researchers suggest that we listen at only 25 to
50 percent efficiency.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 10
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
a. True
b. False
ANSWER: False
RATIONALE: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy
surroundings. Psychological barriers occur because we each bring a unique set of cultural,
ethical, and personal values to the communication process.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 10
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

61. Physical barriers to listening include only environmentally produced noises.

a. True
b. False
ANSWER: False
RATIONALE: Although many physical barriers to effective listening are environmentally based, such as
poor acoustics and noisy surroundings, physical barriers to effective listening may also
include hearing disabilities or feelings of fatigue, sickness, or distress.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 10
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

62. Listening is a passive process.

a. True
b. False
ANSWER: False
RATIONALE: Listening is hard work. Unlike hearing, it demands total concentration. It is an active search
for meaning, while hearing is passive.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 11
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

63. If you want to become a better listener, your first step is to stop talking.
a. True
b. False
ANSWER: True
RATIONALE: It is human nature to prefer talking to listening. To improve your listening skills, you must
stop talking and start listening more to practice active listening skills.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 11
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

64. To improve your listening ability, focus both on what is spoken and what is unspoken.
a. True
b. False
ANSWER: True
RATIONALE: To improve your listening efficiency, you should listen between the lines. This means that
you should focus on what is spoken and what is unspoken by listening for feelings as well as
for facts.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 11
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

65. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should take
complete notes of everything said.
a. True
b. False
ANSWER: False
RATIONALE: Good listeners take selective notes of the most important points, but do not allow the note-
taking process to interfere with concentration on the total message.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 11
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

66. One of the best strategies to become a better listener is to question a speaker while he or she is still talking to ensure
your comprehension.
a. True
b. False
ANSWER: False
RATIONALE: Good listeners force themselves to listen to the speaker's entire argument or message before
reacting.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 11
LEARNING OBJECTIVES: ESBC.GULO.16.01.02 - 01.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Listening Skills
KEYWORDS: Bloom's: Knowledge

67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
a. True
b. False
ANSWER: False
RATIONALE: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal
message.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 12
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Knowledge

68. Most communication is nonverbal.

a. True
b. False
ANSWER: True
RATIONALE: Researchers believe that the bulk of any message we receive is nonverbal.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 12
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Knowledge

69. Understanding a message involves listening to only the spoken words.

a. True
b. False
ANSWER: False
RATIONALE: Successful communicators recognize the power of nonverbal messages and understand that
effective communication involves more than merely listening to the spoken words.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 12
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Knowledge

70. Most Americans communicate with business associates at approximately 1½ feet.

a. True
b. False
ANSWER: False
RATIONALE: According to anthropologist Edward T. Hall, Americans communicate with intimate friends
and family, not business associates, at approximately 1½ feet.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 13
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Knowledge

71. Both your personal appearance and the physical appearance of your business documents transmit immediate and
important nonverbal messages.
a. True
b. False
ANSWER: True
RATIONALE: Employees send important nonverbal messages to others through their physical appearance
and through the way their business documents look. Both personal appearance and the
physical appearance of a document can have a positive or a negative effect on the receiver.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 13-14
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Knowledge

72. Zach's company does business globally. By associating with people from diverse cultures, Zach can widen his
knowledge of intercultural messages and can increase his tolerance of differences.
a. True
b. False
ANSWER: True
RATIONALE: Associating with other cultures, both at work and at leisure, can improve your nonverbal
skills by widening your knowledge of and tolerance for intercultural nonverbal messages.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 14
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Application

73. Greg will be the student speaker for graduation. To ensure that his nonverbal cues support his verbal message, he
should ask friends and family to monitor his conscious and unconscious body movements and gestures.
a. True
b. False
ANSWER: True
RATIONALE: You can ensure that your verbal and nonverbal messages match by asking family and friends
to observe your presentation to monitor your nonverbal behavior. Another effective technique
is to videotape yourself so that you can evaluate your presentation skills.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 14
LEARNING OBJECTIVES: ESBC.GULO.16.01.03 - 01.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Learning Nonverbal Communication Skills
KEYWORDS: Bloom's: Application

74. Our culture molds the way we think, behave, and communicate.
a. True
b. False
ANSWER: True
RATIONALE: Culture is a powerful operating force that molds the way we think, behave, and communicate.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 15
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

75. Communication style is the most important dimension of culture.

a. True
b. False
ANSWER: False
RATIONALE: Context is probably the most important dimension of culture.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 15
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.02 - DISC.ESBC.GULO.16.05.02
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

76. Individuals in high-context cultures prefer direct verbal interaction, value individualism, rely on logic, say "No"
directly, and give authority to written information.
a. True
b. False
ANSWER: False
RATIONALE: Individuals in low-context cultures prefer direct verbal interaction, value individualism, rely
on logic, say "No" directly, and give authority to written information. They also are generally
less proficient in reading nonverbal cues and communicate in highly structured, detailed
messages with literal meanings.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 15
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.02 - DISC.ESBC.GULO.16.05.02
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

77. The United States is an example of a low-context culture.

a. True
b. False
ANSWER: True
RATIONALE: The United States, along with Scandinavia and Germany, represents a low-context culture.
Members of low-context cultures tend to be logical, analytical, and action oriented. They also
value independence and freedom from control.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 15-16
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.02 - DISC.ESBC.GULO.16.05.02
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

78. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North
American culture.
a. True
b. False
ANSWER: True
RATIONALE: As a typical North American, Laura tends to value individualism and
responsibility.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 16
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

79. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
a. True
b. False
ANSWER: True
RATIONALE: North Americans consider time a precious commodity. They correlate time with productivity,
efficiency, and money. Keeping people waiting for business appointments wastes time and is
rude.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 16
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

80. Individuals in Western cultures are more relaxed about social status and the appearance of power.
a. True
b. False
ANSWER: True
RATIONALE: In Western cultures people are more relaxed about social status and the appearance of power.
However, in many Asian cultures, wealth, position, seniority, and age are important and must
be respected.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 17
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

81. For Americans words are very important, especially in contracts and negotiations.
a. True
b. False
ANSWER: True
RATIONALE: People in low-context cultures such as the United States place more emphasis on precise
meanings of words, especially in contracts and during negotiations. On the other hand, people
in high-context cultures place more emphasis on the surrounding context than on the words
describing a negotiation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 17
LEARNING OBJECTIVES: ESBC.GULO.16.01.04 - 01.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.05.01 - DISC.ESBC.GULO.16.05.01
TOPICS: Recognizing How Culture Affects Communication
KEYWORDS: Bloom's: Knowledge

82. The first step in learning intercultural skills is being aware of your own culture and how it contrasts with others.
a. True
b. False
ANSWER: True
RATIONALE: The first step in learning intercultural skills is being aware of your own culture and how it contrasts with
others. Another important step involves recognizing barriers to intercultural accommodation and striving to
overcome them.

83. Ethnocentrism can be found in all cultures.

a. True
b. False
ANSWER: True
RATIONALE: Ethnocentrism is the belief in the superiority of one's own culture and is found in all
cultures.

84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

a. True
b. False
ANSWER: False
RATIONALE: "Ethnocentrism" is the belief in the superiority of one's own culture. It is wise to be tolerant in cross-
cultural communication, but ethnocentrism can handicap communication.

85. When communicating face-to-face with a person from another culture, you can always assume that the other person is
understanding your ideas if he or she smiles.
a. True
b. False
ANSWER: False
RATIONALE: When orally communicating with a diverse audience, never assume that a "yes," nod, or smile indicates
comprehension or agreement. Instead, ask probing questions or encourage the listener to paraphrase your
ideas.

86. For international trade it is a good idea to learn and use the metric system.
a. True
b. False
ANSWER: True
RATIONALE: Because the metric system is widely used throughout the world, for international trade it is a good idea to
learn and use this system.

87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
a. True
b. False
ANSWER: False
RATIONALE: The U.S. workforce is expected to change in the coming years. No longer will it be dominated by males or
be Anglo-oriented. Instead, women, Hispanics, African Americans, Asians, and Native Americans are
expected to represent the majority of U.S. workers.

88. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business
organizations today.
a. True
b. False
ANSWER: True
RATIONALE: One of the biggest challenges facing business organizations today is developing a diverse staff that can
work together cooperatively.

89. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike to reduce conflicts.
a. True
b. False
ANSWER: False
RATIONALE: Diversity makes an organization innovative and creative. Sameness fosters an absence of critical thinking
called "groupthink."

90. Ryan has an upcoming business meeting with a person from Germany. Because Ryan has never met this person, he is
worried about traveling there to do business for his company. Ryan could reduce his worry by assuming that his German
associate is similar to him.
a. True
b. False
ANSWER: False
RATIONALE: Ryan should avoid making assumptions about this German associate. Although such assumptions may
appear insignificant and innocent, Ryan should value diversity by making fewer assumptions that everyone
is like him or holds similar values.
Chapter 02 TRUE/FALSE QUESTIONS
51. The communication process begins when the receiver provides feedback to the sender.
a. True
b. False
ANSWER: False
RATIONALE: The communication process begins when the sender has an idea.

52. Words have universal meaning among all cultures.

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

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

54. A weak Internet signal is an example of channel noise.

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

55. Translating a message from its symbol form into meaning involves encoding.
a. True
b. False
ANSWER: False
RATIONALE: Translating a message from its symbol form into meaning involves
decoding.

56. Senders should avoid asking their receivers questions such as, "Am I making myself clear?" or "Is there anything you
don't understand?"
a. True
b. False
ANSWER: False
RATIONALE: Because feedback helps the sender know that the message was received and understood, senders can
encourage feedback by asking questions such as, "Am I making myself clear?" or "Is there anything you
don't understand?"
57. Paraphrasing a sender's message is an effective tool to promote understanding.
a. True
b. False
ANSWER: True
RATIONALE: One of the best ways to advance understanding is by paraphrasing the sender's message with comments
such as, "Let me try to explain that in my own words."

58. Many of your business messages will be sent digitally.

a. True
b. False
ANSWER: True
RATIONALE: Many of your messages will be sent digitally. Today's new media and digital technologies enable you to
choose from innumerable communication channels to create, transmit, and respond to messages.

59. A business message should be long because quantity enhances quality.

a. True
b. False
ANSWER: False
RATIONALE: Business messages should be clear but concise. Business does not reward length in messages. Instead,
conciseness and clarity are what count in business.

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

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

62. Following a systematic plan when preparing any document or presentation will make your job easier.
ANSWER: True
RATIONALE: Whether you are preparing an e-mail message, memo, letter, or oral presentation, the process will be easier
if you a follow a systematic plan by prewriting, drafting, and revising.

63. An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the
message.
ANSWER: True
RATIONALE: Anticipating the audience's reaction will help the writer create a more successful message. Thus
anticipating audience reactions is one of the most important steps during the prewriting phase.
64. Shannon is writing a proposal to the board of directors to upgrade the company's computer equipment. After
completing the prewriting phase, Shannon should immediately start composing the proposal.
ANSWER: False
RATIONALE: Before Shannon can organize material and compose her proposal, she must collect information in the
researching step of the second phase in the writing process.

65. The final task in the third phase of the writing process is evaluating your message to decide whether it accomplishes
your goal.
ANSWER: True
RATIONALE: The third phase of the process involves revising, proofreading, and evaluating your message. The final step
in the third phase involves evaluating your message to decide whether it accomplishes your goal.

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

67. You should plan to spend equal amounts of time on each phase of the writing process.
ANSWER: False
RATIONALE: You probably won't spend equal amounts of time on each phase of the writing process. In fact, because
revising is the most important part of the writing process, it takes the most time.

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

69. The primary purposes of most business documents are to inform and to persuade. A common secondary purpose is
sales growth.
ANSWER: False
RATIONALE: Persuasion and information are the primary purposes of most business documents. Goodwill is a common
secondary purpose.

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

71. Profiling your audience helps you tailor your words to your readers or listeners.
ANSWER: True
RATIONALE: No matter how short your message, you should spend some time thinking about the audience so that you
 can tailor your words to your readers or listeners.

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

73. Face-to-face conversation is a richer medium than a written report.

ANSWER: True
RATIONALE: A richer medium such as a face-to-face conversation permits more interactivity and feedback. A leaner
medium such as a written report presents a flat, one-dimensional message.

74. One factor affecting channel choice is the importance of the message.
ANSWER: True
RATIONALE: Choosing an appropriate channel depends on the importance of the message; the feedback required; the
need for a permanent record; the cost; and the degree of formality, confidentiality, and sensitivity needed.

75. Ben Franklin stated this opinion about business messages: To be good, it ought to have a tendency to benefit the
reader. His opinion reflects the importance of analyzing the purpose of the message.
ANSWER: False
RATIONALE: The opinion of Ben Franklin, an early American political leader, reflects the importance of stressing reader
benefits in business documents.

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

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

78. Whether your goal is to inform, persuade, or promote goodwill, the catchiest words you can use in your business
writing are "you" and "your."
ANSWER: True
RATIONALE: Using the "you" view means that you stress the audience viewpoint. The surest way to convey the "you"
view is to incorporate the second-person pronouns "you" and "your."

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

80. The active voice is generally preferred in business writing.

ANSWER: True
RATIONALE: Because the active voice clearly identifies who is performing the action of a sentence, it is preferred in
business writing.

81. Monica is writing her first safety-inspection report. To sound businesslike and professional, Monica should include
expressions such as the affected party, the undersigned, and the writer.
ANSWER: False
RATIONALE: These expressions and other third-person constructions can make Monica's report sound too formal; they
are not conversational and do not make her report sound businesslike or professional.

82. Business messages are most effective if they convey an informal, conversational tone.
ANSWER: True
RATIONALE: Business messages are most effective when they convey an informal, conversational tone instead of a
formal, pretentious tone. However, business messages shouldn't become so casual that they sound low-
level and unprofessional.

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

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

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

86. Never specify the age of a person in business messages.

ANSWER: False
RATIONALE: You may specify age in business messages if it is relevant. One acceptable example is "Discounts will be
given to individuals over 55."

87. Whenever possible in business writing, substitute longer, less familiar words for shorter, simpler words.
ANSWER: False
RATIONALE: Your business messages will be more readable if you use short, familiar, simple words. In addition, a
readable message is more likely to result in a positive response from your audience.
88. Jargon should never be used in business writing.
ANSWER: False
RATIONALE: Jargon can be used when the audience will understand it.

89. As a business communicator, you should use strong verbs and concrete nouns in your writing.
ANSWER: True
RATIONALE: Strong verbs and concrete nouns give receivers more information and keep them
interested.

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

Test Bank for Essentials of Business Communication

10th Edition by Guffey

Chapter 11 TRUE/FALSE QUESTIONS

51. Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
ANSWER: True
RATIONALE: Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in
applicants. Employers prefer courteous and professional job candidates over those who lack these skills
and traits.

52. The term "professionalism" refers to desirable workplace behavior.

ANSWER: True
RATIONALE: The term "professionalism" and its synonyms, such as "business etiquette" or "protocol," "soft skills,"
"social intelligence," "polish," and "civility" all have one element in common. They describe desirable
workplace behavior. Businesses have an interest in employees who get along and deliver positive results
that enhance profits and boost the company's image.

53. Many businesses have established protocol procedures or policies to enforce civility.
ANSWER: True
RATIONALE: Smooth relations in the workplace and effective interactions with business partners or the public are crucial
for profitability. Therefore, many businesses have established protocol procedures or policies to enforce
civility.

54. Although you will be judged on your technical and communication skills in and out of the office, you do not have to
worry about demonstrating proper business attire and dining etiquette.
ANSWER: False
RATIONALE: You will be judged on not only your technical and communication skills but also your business attire and
dining etiquette in and out of the office.
56. In today's fast-paced, competitive business world, employers are not interested in the ethical behavior of their
employees.
ANSWER: False
RATIONALE: Although today's business world is fast-paced and competitive, businesses still want employees who are
not only professional but also ethical. Ethical behaviors include being honest, respecting others,
demonstrating empathy, and competing fairly.

57. An awareness of courtesy and etiquette can give you a competitive edge in the job market.
a. True
b. False
ANSWER: True
RATIONALE: An awareness of courtesy and etiquette can give you a competitive edge in the job market.
Etiquette, civility, and goodwill efforts may seem out of place in today's fast-paced,
hyperconnected offices. However, when two candidates have equal qualifications, the one
who appears to be more polished and professional is more likely to be hired and promoted.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 355
LEARNING OBJECTIVES: ESBC.GULO.16.11.01 - 11.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Professionalism and Business Etiquette Skills at the Office and Online
KEYWORDS: Bloom's: Knowledge

58. You must demonstrate professionalism only in face-to-face interactions.

a. True
b. False
ANSWER: False
RATIONALE: In the networked professional environment of the digital era, you must manage and guard
your reputation at the office and online. How you present yourself in the virtual world may
very well determine how successful your career will be.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 355
LEARNING OBJECTIVES: ESBC.GULO.16.11.01 - 11.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing Professionalism and Business Etiquette Skills at the Office and Online
KEYWORDS: Bloom's: Knowledge

59. Because today's technologies provide many alternate communication channels, face-to-face communication is no
longer important in business and professional transactions.
a. True
b. False
ANSWER: False
RATIONALE: Alternate communication technologies can't replace the richness or effectiveness of face-to-
face communication.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 356
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

60. Your vocal quality sends only verbal messages.

a. True
b. False
ANSWER: False
RATIONALE: The quality of your voice sends nonverbal messages to listeners. It may identify your
personality or mood. To check your voice quality, record your voice and listen to it critically.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 357
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

61. Speakers should avoid "uptalk" in the workplace because it makes them appear weak and tentative.
a. True
b. False
ANSWER: True
RATIONALE: "Uptalk" is the habit of using a rising inflection at the end of a sentence resulting in a
singsong pattern that makes statements sound like questions. Speakers should avoid "uptalk"
because it makes them appear weak and tentative.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 357
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

62. When conversing with others, always address them by their first names.
a. True
b. False
ANSWER: False
RATIONALE: Although the world seems increasingly informal, it is still wise to use titles and last names
when addressing professional adults. You should always address customers and others
outside an organization initially by titles and last names. Wait for an invitation to use first
names.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 358
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.03 - DISC.ESBC.GULO.16.06.03
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

63. If you receive constructive criticism on the job, you should focus on your feelings as much as possible.
a. True
b. False
ANSWER: False
RATIONALE: When you receive constructive criticism, focusing on your feelings distracts you from
hearing the content of the message, and it prevents you from responding professionally.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 359
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

64. If another person has criticized you unfairly, you should disagree respectfully and constructively.
a. True
b. False
ANSWER: True
RATIONALE: After hearing criticism that you believe is unfair, you can disagree respectfully and
constructively and look for a middle position.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 359
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

65. When you deliver constructive criticism, you should use the word "we" instead of "you" to avoid sounding accusatory.
a. True
b. False
ANSWER: True
RATIONALE: Offering constructive criticism is more effective if you use the word "we" instead of "you."
"We" emphasizes organizational expectations rather than personal ones, making the criticism
more acceptable to its recipient.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 360
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.03 - DISC.ESBC.GULO.16.06.03
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

66. You should generally deliver most constructive criticism in writing rather than in person.
a. True
b. False
ANSWER: False
RATIONALE: You should deliver most constructive criticism in person. Personal feedback offers an
opportunity for the listener to ask questions and give explanations.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 360
LEARNING OBJECTIVES: ESBC.GULO.16.11.02 - 11.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.04 - DISC.ESBC.GULO.16.01.04
TOPICS: Communicating Face-to-Face on the Job
KEYWORDS: Bloom's: Knowledge

67. E-mail has made telephone use obsolete in the corporate world.
a. True
b. False
ANSWER: False
RATIONALE: Despite the heavy reliance on e-mail, the telephone is still an extremely important piece of
equipment in offices.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 361
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

68. When placing a business telephone call, immediately name the person you are calling, identify yourself and your
affiliation, and give a brief explanation of your reason for calling.
a. True
b. False
ANSWER: True
RATIONALE: When placing a call, immediately (a) name the person you are calling, (b) identify yourself
and your affiliation, and (c) give a brief explanation of your reason for calling.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 361
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.04 - DISC.ESBC.GULO.16.04.04
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

69. The responsibility for ending a call lies with the receiver.
a. True
b. False
ANSWER: False
RATIONALE: The responsibility for ending a call lies with the caller, not the receiver.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 361
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.04 - DISC.ESBC.GULO.16.04.04
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

70. When answering a phone call for a coworker, be honest and tell the receiver the exact whereabouts of your coworker.
a. True
b. False
ANSWER: False
RATIONALE: Although you should always be courteous and helpful to others, be cautious when answering
calls for others. Don't give out confidential information about a coworker's whereabouts.
Instead, it is better to say, "She is away from her desk," or "He is out of the office."
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 362
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.04 - DISC.ESBC.GULO.16.04.04
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

71. You should identify the extension when transferring a call.

a. True
b. False
ANSWER: True
RATIONALE: Unfortunately, transferred calls may be inadvertently disconnected. By indicating the
extension to which you are transferring the call, you help the caller who chooses to call again.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 362
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.04 - DISC.ESBC.GULO.16.04.04
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

72. To make your outgoing voice mail message more professional, use the computer-generated voice that comes with
most systems.
a. True
b. False
ANSWER: False
RATIONALE: Instead of a mechanical greeting, create a greeting that sounds warm and inviting, both in
tone and content. Your greeting should be in your own voice, not a computer-generated
voice.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 363
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.03 - DISC.ESBC.GULO.16.04.03
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

73. When speaking on a cell phone, speak more loudly so that the receiver can hear you and your ideas.
a. True
b. False
ANSWER: False
RATIONALE: Cell phone microphones are sensitive, making it unnecessary to raise your voice. Instead,
speak in low, conversational tones.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 363
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.04 - DISC.ESBC.GULO.16.04.04
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

74. You should try to respond to voice messages within one week.
a. True
b. False
ANSWER: False
RATIONALE: Responding to messages promptly is important in the business world. Try to return all voice
mail messages within one business day.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 364
LEARNING OBJECTIVES: ESBC.GULO.16.11.03 - 11.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.03 - DISC.ESBC.GULO.16.04.03
United States - BUSPROG.ESBC.GULO.16.06.05 - DISC.ESBC.GULO.16.06.05
TOPICS: Following Professional Telephone and Voice Mail Etiquette
KEYWORDS: Bloom's: Knowledge

75. Decisions made by teams promote greater "buy-in" from group members.
a. True
b. False
ANSWER: True
RATIONALE: Group members are more willing to accept and support decisions when they participate in the
decision-making process.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 365
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

76. In the norming phase of team development, teams discuss alternatives, evaluate outcomes, apply criteria, and prioritize
alternatives.
a. True
b. False
ANSWER: True
RATIONALE: In the norming phase of team development, teams discuss alternatives, evaluate outcomes,
apply criteria, and prioritize alternatives.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 365
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

77. Many organizations are using virtual teams to exchange ideas and make decisions.
a. True
b. False
ANSWER: True
RATIONALE: To connect with distant team members across borders and time zones, many organizations
are creating virtual teams. These teams work interdependently with a shared purpose across
 space, time, and organizational boundaries using technology.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 365-366
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

78. Withdrawing from a group is viewed as an effective technique to deal with group differences.
a. True
b. False
ANSWER: False
RATIONALE: Team members who withdraw hinder a group's effectiveness. Other behaviors that negatively
affect a group include insulting or criticizing others, blocking the ideas of others, failing to
stay on task, or providing irrelevant information or distractions.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 366
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

79. Groups with diverse members often produce the best decisions.
a. True
b. False
ANSWER: True
RATIONALE: Teams generally should have male and female members who differ in age, ethnicity, social
background, training, and experience. The key business advantage of diversity is the ability
to view a project and its context from multiple perspectives, which can produce innovative
solutions with broader applications.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 367
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

80. Groups should avoid conflict.

a. True
b. False
ANSWER: False
RATIONALE: The most effective groups acknowledge conflict and address the root of the problem.
Although it may feel emotionally risky, direct confrontation saves time and enhances team
commitment in the long run.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 367
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

81. Effective team members view participation in a team as an opportunity to compete with others.
a. True
b. False
ANSWER: False
RATIONALE: Effective team members collaborate rather than compete. They are genuinely interested in
achieving team goals instead of receiving individual recognition.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 368
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

82. Effective teams often have no formal leader.

a. True
b. False
ANSWER: True
RATIONALE: Effective teams often have no formal leader. Instead, leadership rotates to those with the
appropriate expertise as the team evolves and moves from one phase to another.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 368
LEARNING OBJECTIVES: ESBC.GULO.16.11.04 - 11.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.07 - DISC.ESBC.GULO.16.01.07
TOPICS: Adding Value to Professional Teams
KEYWORDS: Bloom's: Knowledge

83. Today's workers attend more meetings than ever.

a. True
b. False
ANSWER: True
RATIONALE: As businesses turn to team-based and participatory management, workers are attending more
meetings than ever. Therefore, meetings represent opportunities for you to demonstrate your
 leadership, communication, and problem-solving skills.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 368
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

84. No meeting should be called unless the topic is important, can't wait, and requires an exchange of ideas.
a. True
b. False
ANSWER: True
RATIONALE: No meeting should be called unless the topic is important, can't wait, and requires an
exchange of ideas. To determine a meeting need, consult the key people who will be
attending. Ask them what outcomes they desire and how to achieve them, which sets a
collaborative tone and encourages full participation.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 369
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

85. The purpose of a meeting determines the number of participants.

a. True
b. False
ANSWER: True
RATIONALE: The purpose of the meeting determines the number of participants. If the meeting purpose is
motivational, then the number of participants is potentially unlimited. However, for high-
stake decisions, consultants recommend limiting the meeting to three to six key executives.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 369
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

86. Ground rules for a business meeting should be discussed only when a participant's behavior is harming the progress of
the agenda.
a. True
 b. False
ANSWER: False
RATIONALE: Ground rules should be covered in the introduction of the meeting. By covering them in the
introduction, the leader may prevent the participant's behavior from occurring.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 371-372
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

87. When a conflict develops between two members, allow each to make a complete case before the group.
a. True
b. False
ANSWER: True
RATIONALE: Conflict typically develops when people feel unheard or misunderstood. If two people clash,
the best approach is to encourage each to make a complete case while group members listen.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 372
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

88. No one should leave a meeting without a full understanding of what was accomplished.
a. True
b. False
ANSWER: True
RATIONALE: No one should leave a meeting without an understanding of what was accomplished. One
technique that encourages full participation in smaller groups is "once around the table."
Everyone summarizes briefly his or her interpretation of what the group decided and what
happens next.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 372
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

89. Meeting minutes should be distributed within two weeks after the meeting or at least two days before the next
meeting, whichever comes first.
a. True
 b. False
ANSWER: False
RATIONALE: Minutes should be distributed within a couple of days after the meeting; they should be sent
to all meeting participants and to others who need to know what was accomplished.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 372
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
United States - BUSPROG.ESBC.GULO.16.06.05 - DISC.ESBC.GULO.16.06.05
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

90. Virtual meetings save travel costs and reduce employee fatigue.
a. True
b. False
ANSWER: True
RATIONALE: Virtual meetings allow dispersed participants who connect with communication technology
to coordinate activities, talk to customers, and make presentations, which saves companies
money and reduces employee fatigue.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 373
LEARNING OBJECTIVES: ESBC.GULO.16.11.05 - 11.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.08 - DISC.ESBC.GULO.16.01.08
United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Planning and Participating in Face-to-Face and Virtual Meetings
KEYWORDS: Bloom's: Knowledge

Chapter 13
51. The Internet has changed the way individuals search for jobs.
a. True
b. False
ANSWER: True
RATIONALE: In this digital age, the Internet has fundamentally changed the way individuals search for
jobs. Job boards, search engines, and social networks have all become indispensable tools in
hunting for a job.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 426
LEARNING OBJECTIVES: ESBC.GULO.16.13.01 - 13.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Job Searching in the Digital Age
KEYWORDS: Bloom's: Knowledge

52. In today's competitive job market, the emphasis of the job search is on what the applicant wants and needs.
a. True
b. False
ANSWER: False
RATIONALE: Today, the emphasis of the job search is on what the employer, not the applicant, wants.
Employers are most interested in how a candidate will add value to their organizations. That's
why today's most successful candidates customize their résumés to highlight their
qualifications for each opening.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 426
LEARNING OBJECTIVES: ESBC.GULO.16.13.01 - 13.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Job Searching in the Digital Age
KEYWORDS: Bloom's: Knowledge

53. The job-search process begins long before you are ready to prepare your résumé because you must invest time and
effort in self-evaluation.
a. True
b. False
ANSWER: True
RATIONALE: Before writing your résumé, you must take the time to identify your interests and goals,
assess your qualifications, and explore career opportunities. This reflection will help you
make wise employment decisions.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 427
LEARNING OBJECTIVES: ESBC.GULO.16.13.01 - 13.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Job Searching in the Digital Age
KEYWORDS: Bloom's: Knowledge

54. The first step in a job search is selecting an appropriate résumé format.
a. True
b. False
ANSWER: False
RATIONALE: The first step in a job search is analyzing your interests and goals and evaluating your
qualifications.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 427
LEARNING OBJECTIVES: ESBC.GULO.16.13.01 - 13.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Job Searching in the Digital Age
KEYWORDS: Bloom's: Knowledge

55. You can decide what qualifications you possess and how you can prove them by asking yourself What evidence can I
offer that I am a self-starter or a leader?
a. True
b. False
ANSWER: True
RATIONALE: Your responses to questions targeting your thinking about specific skills will prepare a
foundation for your résumé. Employers seek more than empty assurances; they will want
proof of your qualifications. Questions like this will help you identify specific examples and
evidence.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 428
LEARNING OBJECTIVES: ESBC.GULO.16.13.01 - 13.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Job Searching in the Digital Age
KEYWORDS: Bloom's: Application

56. Students who are serious about the job search should include an internship in their education.
a. True
b. False
ANSWER: True
RATIONALE: An internship is one of the best ways to learn about a career. Additionally, it often results in
an offer of a full-time position because research indicates that 60 percent of employers do
offer a full-time job to their interns.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 428-429
LEARNING OBJECTIVES: ESBC.GULO.16.13.01 - 13.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Job Searching in the Digital Age
KEYWORDS: Bloom's: Knowledge

57. Today, most jobs are filled through the open job market.
a. True
b. False
ANSWER: False
RATIONALE: The open job market consists of jobs that are advertised or listed. The hidden job market
consists of jobs that are never advertised or listed. Some research has revealed that between
50 and 80 percent of all jobs are filled before they even make it to online job boards or
advertisements.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 429
LEARNING OBJECTIVES: ESBC.GULO.16.13.02 - 13.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Developing a Job-Search Strategy Focused on the Open Job Market
KEYWORDS: Bloom's: Knowledge

58. Using the big job boards such as Monster or CareerBuilder to locate an open position is a waste of time.
a. True
b. False
ANSWER: False
RATIONALE: The number of jobs found through all job boards is increasing. Therefore, savvy job hunters
use job boards as one of their sources when exploring the open job market.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 430
LEARNING OBJECTIVES: ESBC.GULO.16.13.02 - 13.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Developing a Job-Search Strategy Focused on the Open Job Market
KEYWORDS: Bloom's: Knowledge

59. The best way to find a job online is at a company's own website.
a. True
b. False
ANSWER: True
RATIONALE: Probably the best way to find a job online is at a company's own website. Many companies
now post job openings only at their own sites to avoid being inundated by the volume of
applicants responding to postings at online job boards.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 431
LEARNING OBJECTIVES: ESBC.GULO.16.13.02 - 13.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Developing a Job-Search Strategy Focused on the Open Job Market
KEYWORDS: Bloom's: Knowledge

60. Many job seekers today use social networking sites like Facebook and LinkedIn to network and to find positions.
a. True
b. False
ANSWER: True
RATIONALE: The big job boards such as Monster.com are facing recent competition from social
networking sites such as LinkedIn and Facebook. In fact, LinkedIn continues to dominate the
world for job searching and recruiting.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 431
LEARNING OBJECTIVES: ESBC.GULO.16.13.02 - 13.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Developing a Job-Search Strategy Focused on the Open Job Market
KEYWORDS: Bloom's: Knowledge

61. To conduct a safe job search online, you should post your information privately and limit your personal information.
a. True
b. False
ANSWER: True
RATIONALE: You can ensure a safe online search by choosing reputable sites, protecting your personal
information and that of your references, keeping careful records, and renewing your posts
regularly.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 432
LEARNING OBJECTIVES: ESBC.GULO.16.13.02 - 13.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.02.06 - DISC.ESBC.GULO.16.02.06
TOPICS: Developing a Job-Search Strategy Focused on the Open Job Market
KEYWORDS: Bloom's: Knowledge

62. More jobs are found through referrals and person-to-person contacts than through any other method.
a. True
b. False
ANSWER: True
RATIONALE: The most successful job candidates seek to transform themselves from unknown into known
quantities through networking because more jobs today are found through referrals and
person-to-person contacts than through any other method.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 432
LEARNING OBJECTIVES: ESBC.GULO.16.13.03 - 13.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Pursuing the Hidden Job Market With Networking
KEYWORDS: Bloom's: Knowledge

63. LinkedIn is the No. 1 social media site to use when looking for a job.
a. True
b. False
ANSWER: True
RATIONALE: If you are looking for a job, LinkedIn is the No. 1 social media site for you to use. Although
some young people have the impression that LinkedIn is for older individuals, that perception
is changing as more and more college students and graduates sign up.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 433
LEARNING OBJECTIVES: ESBC.GULO.16.13.03 - 13.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Pursuing the Hidden Job Market With Networking
KEYWORDS: Bloom's: Knowledge

64. An important step in the job-search process is building a brand for yourself.
a. True
b. False
ANSWER: True
RATIONALE: A large part of your job-search strategy should be building a brand for yourself. Personal
branding involves deciding what makes you special and desirable in the job market.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 435
LEARNING OBJECTIVES: ESBC.GULO.16.13.03 - 13.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Pursuing the Hidden Job Market With Networking
KEYWORDS: Bloom's: Knowledge

65. The résumé format most popular with recruiters and hiring managers is the functional résumé because it focuses on
the job applicant's skills and abilities related to the position sought.
a. True
b. False
ANSWER: False
RATIONALE: The most popular résumé format with recruiters and hiring managers is the chronological
résumé, which lists work history job by job, starting with the most recent position.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 437
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

66. A résumé should never exceed one page.

a. True
b. False
ANSWER: False
RATIONALE: Experts disagree on how long a résumé should be. The best advice is to make your résumé as
long as needed to sell your skills.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 437
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

67. Begin your résumé by placing the word Résumé at the top to identify the purpose of your document.
a. True
b. False
ANSWER: False
RATIONALE: The first line of your résumé should always be your name.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 437
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

68. Every résumé should include a career objective.

a. True
b. False
ANSWER: False
RATIONALE: Opinion is divided about the effectiveness of including a career objective on a résumé. If one
is included, it must be customized for the position and focus on what the applicant can do for
an organization.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 438-439
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

69. The purpose of a summary of qualifications is to present your most impressive qualifications.
a. True
b. False
ANSWER: True
RATIONALE: The purpose of the summary of qualifications is to ensure that your most impressive
qualifications are not overlooked by a recruiter. A summary of qualifications also makes your
résumé easier to read.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 439
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

70. In the education section of your résumé, list all courses you have taken.
a. True
b. False
ANSWER: False
RATIONALE: In the education section, you should include the name and location of schools, dates of
attendance, major fields of study, relevant courses, GPA, and degrees received. However, the
education section should not contain a list of all courses you have taken. Include courses only
if you can relate them to the position sought.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 439
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

71. In the work experience section of your résumé, you should include only those jobs that you think will help you win the
targeted position.
a. True
b. False
ANSWER: True
RATIONALE: You should list your most recent employment first and work backward, including only those
jobs that you think will help you win the targeted position.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 439
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

72. A résumé should include personal data (birth date, health, height, weight, and sometimes a photograph) to help the
recruiter finalize his or her decision.
a. True
b. False
ANSWER: False
RATIONALE: Today's résumés omit personal data, such as birth date, marital status, height, weight,
national origin, health, disabilities, and religious affiliation, because this information can lead
to charges of discrimination.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 441
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.02.06 - DISC.ESBC.GULO.16.02.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

73. References should be listed on a résumé.

a. True
b. False
ANSWER: False
RATIONALE: Listing references directly on a résumé takes up valuable space. In addition, references are
not normally important in securing an interview. Instead, recruiters prefer that you prepare a
separate list of individuals willing to discuss your qualifications.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 442
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

74. Because they expect you to showcase your strengths and hide your weaknesses, employers say it is acceptable to self-
promote and distort facts on your résumé.
a. True
b. False
ANSWER: False
RATIONALE: You may only self-promote honestly. Distorting facts on a résumé is unethical; lying is
illegal. Most importantly, either practice can destroy a career.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 446-448
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.02.02 - DISC.ESBC.GULO.16.02.02
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

75. Proofreading a résumé is important because a résumé must be perfect.

a. True
b. False
ANSWER: True
RATIONALE: You must proofread your résumé thoroughly for spelling, grammar, mechanics, content, and
format because a résumé is one document that must be perfect. Because the job market is so
competitive, one typo, misspelled word, or grammatical error could eliminate you from
consideration.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 448
LEARNING OBJECTIVES: ESBC.GULO.16.13.04 - 13.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating a Customized Résumé
KEYWORDS: Bloom's: Knowledge

76. Once your résumé is submitted to a company, the first reader of it may be a computer.
a. True
b. False
ANSWER: True
RATIONALE: Because many companies today use an applicant tracking system (ATS), the first reader of
your résumé may be a computer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 448
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

77. You can maximize recognition of your résumé by a tracking system if you use targeted keywords and incorporate
words from the advertisement or job description.
a. True
b. False
ANSWER: True
RATIONALE: One tip for maximizing "hits" by a tracking system include using keywords and words from
the job description or advertisement. Other tips include focusing on nouns, using variations
of the job title, concentrating on keywords when describing skills and qualifications, and
skipping a keyword summary.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 448-449
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

78. The most important reason to prepare an e-portfolio is that it shows off your talents and qualifications more
thoroughly than a print résumé.
a. True
b. False
ANSWER: True
RATIONALE: E-portfolios have many advantages, but the real reason for preparing one is that it shows off
your talents and qualifications more thoroughly than a print résumé.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 450
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

79. A video résumé allows candidates to demonstrate their public speaking, interpersonal, and technical skills more
impressively than they can in a traditional print résumé.
a. True
b. False
ANSWER: True
RATIONALE: Although a video résumé allows candidates to demonstrate their public speaking,
interpersonal, and technical skills more impressively than they can in a traditional print
résumé, such résumés may not be appropriate for all career fields. Therefore, before you
commit time and energy to a video résumé, consider your audience.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 450
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

80. Another name for a video résumé is an infographic résumé.

a. True
b. False
ANSWER: False
RATIONALE: A video résumé presents a job candidate's experience, qualifications, and interests in video
form. An infographic résumé uses charts, graphics, and time lines to demonstrate a
candidate's background and experience.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 450
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

81. Many applicants prepare a plain-text résumé because it can be pasted directly into the body of an e-mail message.
a. True
b. False
ANSWER: True
RATIONALE: A plain-text résumé is an electronic version suitable for e-mailing or copying and pasting into
 online résumé bank submission forms at online job boards or into application forms on
company websites.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 452
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

82. All résumés should be submitted as Microsoft Word documents.

a. True
b. False
ANSWER: False
RATIONALE: The format for submitting a résumé depends on what is required by the employer. Some
employers will want résumés submitted as Microsoft Word documents. Others may request
that an online form be completed on the company's database or that the résumé be sent as a
fax, plain-text document, or PDF file. Therefore, always read the job advertisement closely
for submission instructions.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 452-453
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Optimizing Your Job Search With Today's Digital Tools
KEYWORDS: Bloom's: Knowledge

83. The purpose of a cover message is to secure a job interview.

a. True
b. False
ANSWER: False
RATIONALE: The purpose of a cover message is to introduce your résumé.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 454
LEARNING OBJECTIVES: ESBC.GULO.16.13.05 - 13.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Knowledge

84. A cover message should always be limited to one page.

a. True
b. False
ANSWER: False
RATIONALE: Recruiting professionals disagree about how long to make a cover message. Many prefer
 short messages with no more than two paragraphs. Others desire longer messages that supply
more information, thus giving them a better opportunity to evaluate a candidate's
qualifications.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 454-455
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Knowledge

85. The biggest mistake job seekers make when writing cover messages is making them sound too generic.
a. True
b. False
ANSWER: True
RATIONALE: When putting your cover message together, remember that the biggest mistake job seekers
make when writing cover messages is making them sound too generic. You should, therefore,
write a personalized, targeted cover message for every position for which you apply.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 455
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Knowledge

86. You can make your cover message more appealing by addressing it specifically to the Human Resources Department
or Hiring Manager.
a. True
b. False
ANSWER: False
RATIONALE: The first step in gaining the interest of your reader is addressing your cover message to an
individual by name. The use of the reader's name makes the message more appealing and
more likely to be read.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 455
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Application

87. If an employment position has been announced and applicants are being solicited, you can write your cover message
using a direct approach.
 a. True
b. False
ANSWER: True
RATIONALE: If an employment position has been announced and applicants are being solicited, you can
use the direct approach when writing a cover message.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 455
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.01 - DISC.ESBC.GULO.16.01.01
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Knowledge

88. I hope to hear from you soon is an effective closing for a cover message.
a. True
b. False
ANSWER: False
RATIONALE: The closing of a cover message should avoid expressions such as "I hope" because they
weaken the closing. Instead, an effective closing asks confidently for an interview, suggests
reader benefits or reviews an applicant's strongest points, and makes it easy for the reader to
contact an applicant.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 459
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Application

89. A cover message doesn't always need to accompany your résumé; for instance, if you send your résumé by fax or e-
mail, a cover message is not necessary.
a. True
b. False
ANSWER: False
RATIONALE: Whether you are mailing your résumé using the U.S. Postal Service, submitting it by e-mail,
or transmitting it by fax, don't send it on its own. Regardless of the submission format, a
résumé should be accompanied by a cover message.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 460
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Knowledge
90. Although a résumé must be perfect, a few errors or typos in a cover message are acceptable.
a. True
b. False
ANSWER: False
RATIONALE: As with your résumé, your cover message must look professional and suggest quality.
Therefore, proofread your cover message several times yourself; then have a friend read it for
content and mechanics. Don't rely on spell-check to find all the errors. Just like your résumé,
your cover message must be perfect.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 461
LEARNING OBJECTIVES: ESBC.GULO.16.13.06 - 13.06
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Creating Customized Cover Messages
KEYWORDS: Bloom's: Knowledge

Chapter 14
51. A job interview is a two-street. The employer will be judging you, and you will be evaluating the employer.
a. True
b. False
ANSWER: True
RATIONALE: The job interview is a two-way street. It is not just about you being judged by the employer.
As an applicant, you will also be using the job interview to the evaluate the employer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 474
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

52. As a job candidate, the purposes of an interview are to convince the employer of your potential, learn more about the
job and the company, and expand on the information on your résumé.
a. True
b. False
ANSWER: True
RATIONALE: You should view an interview as an opportunity to convince the employer of your potential,
learn more about the job and the company, and expand on the information in your résumé.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 475
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

53. Hiring/placement interviews are typically conducted before screening interviews.

a. True
b. False
ANSWER: False
RATIONALE: Job applicants generally face two kinds of interviews: screening interviews and
hiring/placement interviews. You must succeed in a screening interview first to proceed to a
hiring/placement interview.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 475
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

54. Many screening interviews occur on the telephone.

a. True
b. False
ANSWER: True
RATIONALE: Although some screening interviews are conducted during job fairs, on college campuses,
online, or during a videoconference, many take place on the telephone.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 475
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

55. The most common format for hiring/placement interviews is the sequential interview.
a. True
b. False
ANSWER: False
RATIONALE: One-on-one interviews are the most common type of hiring/placement interviews.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 475
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge
56. If a company is conducting a panel interview, a job candidate should establish eye contact with only the person who
asked the question.
a. True
b. False
ANSWER: False
RATIONALE: In answering questions during a panel interview, the candidate must keep eye contact with
the questioner as well as with the other team members.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 475
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

57. A sequential interview is usually shorter than a one-on-one interview.

a. True
b. False
ANSWER: False
RATIONALE: Sequential interviews tend to be more in-depth than first interviews. In a sequential
interview, candidates meet individually with two or more interviewers one-on-one over the
course of several hours or days. Therefore, they must be more prepared and know even more
about the company.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 476
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

58. Because online interviews are typically conducted using webcams and videoconferencing software, applicants do not
need to worry about their appearance, nonverbal behaviors, or eye contact.
a. True
b. False
ANSWER: False
RATIONALE: Many companies are now using webcams and videoconferencing software to conduct long-
distance interviews, which saves these companies time and money. When you participate in
an online interview, the same rules apply even though you are not face-to-face with your
interviewers. Therefore, watch your appearance, eye contact, and nonverbal behaviors, all of
which must send positive messages to your interviewers.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 476
LEARNING OBJECTIVES: ESBC.GULO.16.14.01 - 14.01
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Purposes and Types of Employment Interviews
KEYWORDS: Bloom's: Knowledge

59. Most employers contact job applicants by e-mail to set up interviews.

a. True
b. False
ANSWER: False
RATIONALE: Most employers contact job applicants by phone to schedule interviews. Employers can get a
better sense of how applicants communicate by hearing their voices over the phone.
Therefore, once you are actively looking for a job, anytime the phone rings, it could be a
potential employer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 477
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

60. During your job search, you should treat any call from an employer just like an interview.
a. True
b. False
ANSWER: True
RATIONALE: You want to make your first conversation with any employer impressive. This requires you to
treat any call from an employer just like an interview.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 478
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.04.04 - DISC.ESBC.GULO.16.04.04
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

61. One of the most important steps in effective interviewing is researching the target company.
a. True
b. False
ANSWER: True
RATIONALE: Gathering detailed information about a prospective employer is one of the most important
steps in effective interviewing. Therefore, once you have scheduled an interview, you need to
start researching the target company because you should never enter an interview cold.
Recruiters are impressed by candidates who have done their homework.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 478
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

62. Before your interview you should study the job opening, identify key needs, and then develop matching success
stories that emphasize your most strategic skills, areas of knowledge, strongest personality traits, and key
accomplishments.
a. True
b. False
ANSWER: True
RATIONALE: Do your homework for the position by preparing success stories highlighting your
knowledge, accomplishments, personality traits, and skills that will allow you to excel in the
target position.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 480
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

63. Don't worry about what information is available about you online because this information is irrelevant to the job
search.
a. True
b. False
ANSWER: False
RATIONALE: Many companies are now using Internet search engines to screen applicants; therefore, it's
important to clean up any "digital dirt" before your job search.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 480
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.02.06 - DISC.ESBC.GULO.16.02.06
United States - BUSPROG.ESBC.GULO.16.04.05 - DISC.ESBC.GULO.16.04.05
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

64. On the day of your interview, you should arrive at least 30 minutes prior to the scheduled appointment.
a. True
b. False
ANSWER: False
RATIONALE: You should arrive at the interview five or ten minutes early, but not earlier. Also, if
something beyond your control causes you to be late, call the interviewer right away to
explain what is happening. Most interviewers will be understanding, and your call will show
that you are responsible.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 481
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.05 - DISC.ESBC.GULO.16.06.05
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

65. When greeting the interviewer, you should smile, maintain direct eye contact, and wait for the interviewer to initiate a
handshake.
a. True
b. False
ANSWER: False
RATIONALE: You should greet the interviewer confidently and not be afraid to initiate a handshake to
show your professionalism and confidence.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 481
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

66. One of the best ways to overcome fear is to know what happens in a typical interview.
a. True
b. False
ANSWER: True
RATIONALE: Other than public speaking, employment interviews are the most dreaded events in people's
lives. However, if you know what to expect in an interview, you will be more confident and
less fearful.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 481
LEARNING OBJECTIVES: ESBC.GULO.16.14.02 - 14.02
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Before the Interview
KEYWORDS: Bloom's: Knowledge

67. When answering interview questions, interject many verbal pauses to give yourself time to formulate appropriate
answers.
 a. True
b. False
ANSWER: False
RATIONALE: Filling your answers with verbal pauses such as um, uh, like, and basically communicates
that you are unprepared and unprofessional.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 483
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge

68. To avoid coming across as tentative in an interview, always answer a question even if you don't understand it.
a. True
b. False
ANSWER: False
RATIONALE: During the interview don't be afraid to clarify vague questions. You can clarify a vague
question by asking your own question such as Are you asking...?
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 483
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge

69. When answering interview questions, always aim your responses at the key characteristics interviewers seek.
a. True
b. False
ANSWER: True
RATIONALE: Always aim your answers at the key characteristics interviewers seek: expertise, competence,
motivation, interpersonal skills, decision-making skills, enthusiasm for the company and the
job, and a pleasing personality.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 483
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge

70. To demonstrate your humility, openly share at least one personal weakness with the interviewer.
a. True
 b. False
ANSWER: False
RATIONALE: You must stay focused on your strengths in an interview. Bring up a weakness only if asked
directly, and in such a case explain how you are working to overcome it.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 483
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge

71. When responding to the question Tell me about yourself, focus on personal information such as your hometown,
family, and hobbies.
a. True
b. False
ANSWER: False
RATIONALE: You should use success stories and focus on educational, professional, and business-related
strengths when responding to the question Tell me about yourself. You should also keep this
response short (one to two minutes).
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 485
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: During the Interview
KEYWORDS: Bloom's: Application

72. To respond effectively to behavioral questions, use the storytelling technique to relate a success story about a recent
educational or work situation or task.
a. True
b. False
ANSWER: True
RATIONALE: The storytelling technique works well for responses to behavioral questions because you can
share a specific example of a similar task or situation from your recent work or educational
experiences.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: pp. 488-489
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge
73. A job applicant should never answer an illegal or inappropriate interview question.
a. True
b. False
ANSWER: False
RATIONALE: If you find the illegal or inappropriate interview question harmless and if you want the job,
go ahead and answer the question.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 489
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge

74. At the end of an interview, you will usually be asked if you have any questions. The most effective response is No to
avoid sounding too eager.
a. True
b. False
ANSWER: False
RATIONALE: Usually, near the end of the interview, you will be asked whether you have any questions.
The worst thing you can do is say No, which suggests that you are not interested in the
position. Instead, ask questions that will help you gain information and impress the
interviewer with your thoughtfulness and interest in the position.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 490
LEARNING OBJECTIVES: ESBC.GULO.16.14.03 - 14.03
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: During the Interview
KEYWORDS: Bloom's: Knowledge

75. The first thing you should do after an interview is to contact your references.
a. True
b. False
ANSWER: False
RATIONALE: Although you will eventually contact your references, the first thing you should do after
leaving an interview is to make notes of what was said in case you are called back for a
second interview. Write down key points that were discussed, the names of people with
whom you spoke, and other details of the interview while the information is still fresh in your
memory.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 491
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: After the Interview
KEYWORDS: Bloom's: Knowledge

76. Sending a thank-you note after an interview is a social nicety that distinguishes you from other candidates, but thank-
you messages carry little weight in the hiring process.
a. True
b. False
ANSWER: False
RATIONALE: A thank-you message isn't just a social nicety. Nine of ten senior executives admit they are
swayed by a written thank you in their evaluation of a job candidate, and experts believe that
a thoughtful thank-you note carries as much weight as a cover letter.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 492
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: After the Interview
KEYWORDS: Bloom's: Knowledge

77. An appropriate statement to include in a thank-you message is Thank you for taking the time to interview me.
a. True
b. False
ANSWER: False
RATIONALE: In a thank-you message, avoid worn-out statements such as Thank you for taking the time to
interview me. Instead, show that you really want the job and that you are qualified for it.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 492
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: After the Interview
KEYWORDS: Bloom's: Application

78. If you've been interviewed by more than one person, send one thank-you note to the person who appeared to be in
charge.
a. True
b. False
ANSWER: False
RATIONALE: If you have been interviewed by more than one person, send a separate thank-you message to
each interviewer.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 492
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: After the Interview
KEYWORDS: Bloom's: Knowledge

79. Always ask permission before submitting someone's name as a reference.

a. True
b. False
ANSWER: True
RATIONALE: Before you list anyone as a reference, be sure to ask permission.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 492
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: After the Interview
KEYWORDS: Bloom's: Knowledge

80. When asking a previous supervisor to write a letter of recommendation, you would be smart to provide the supervisor
with a detailed description of your target job, the recommendation deadline, and copies of your résumé and college
transcript.
a. True
b. False
ANSWER: True
RATIONALE: Telling your previous supervisor about the position, its requirements, and the
recommendation deadline and including copies of your résumé, college transcript, or other
detailed information about the opening or your skills will allow the supervisor to prepare the
best possible reference for you.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 492
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: After the Interview
KEYWORDS: Bloom's: Knowledge

81. If you don't hear from the interviewer within five days, the best follow up is a phone call to the interviewer to inquire
about the decision and to indicate your extreme desire for the job.
a. True
b. False
ANSWER: False
RATIONALE: An e-mail to find out how the decision process is going may be your best bet because such a
message is much less intrusive than a telephone call. Also, you don't want to sound desperate
 when asking about the position.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 494
LEARNING OBJECTIVES: ESBC.GULO.16.14.04 - 14.04
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.04 - DISC.ESBC.GULO.16.01.04
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: After the Interview
KEYWORDS: Bloom's: Knowledge

82. If you have submitted a résumé and cover letter, you will not be required to fill out a job application form.
a. True
b. False
ANSWER: False
RATIONALE: Some organizations require job candidates to fill out an application form instead of, or in
addition to, submitting a résumé.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 495
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

83. When completing a job application form, always leave any items blank that do not apply.
a. True
b. False
ANSWER: False
RATIONALE: Don't leave any items blank on a job application form. If questions or sections do not apply,
write Not applicable or N/A.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 495
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

84. Fill out a job application form using a pencil to allow for easy erasure of mistakes, clear handwriting, and dark
lettering.
a. True
b. False
ANSWER: False
RATIONALE: Use black or blue ink to complete an application form. To avoid mistakes, read the entire
 form before you start.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 495
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

85. If asked for the position desired on a job application form, answer with Anything or Open to increase your odds of
securing a position.
a. True
b. False
ANSWER: False
RATIONALE: If asked for the position desired, give a specific job title or type of position. Don't respond
with Anything or Open because such answers will make you look unfocused. Additionally,
such responses make it difficult for employers to know your qualifications or interests.
POINTS: 1
DIFFICULTY: Moderate
REFERENCES: p. 495
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
United States - BUSPROG.ESBC.GULO.16.06.06 - DISC.ESBC.GULO.16.06.06
United States - BUSPROG.ESBC.GULO.16.06.07 - DISC.ESBC.GULO.16.06.07
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Application

86. If your résumé or application generates no response within a reasonable time, you should consider sending a short
follow-up e-mail or letter to emphasize your qualifications or to add new information.
a. True
b. False
ANSWER: True
RATIONALE: When your résumé or application doesn't gain the desired interview, it is appropriate to send
a follow-up letter or e-mail. Such messages may (a) jog the memory of the hiring manager,
(b) demonstrate your serious interest, and (c) allow you to emphasize your qualifications or
to add new information.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 495
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.02 - DISC.ESBC.GULO.16.01.02
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

87. When you are rejected for a job that you considered perfect, you should give up on this company and move rapidly to
identify similar positions in other organizations.
a. True
b. False
ANSWER: False
RATIONALE: If you didn't get the job and you think it was perfect for you, don't give up. Send a letter
indicating your continuing interest, admitting your disappointment, and adding that you will
contact the company again in a month in case a job opens up. Then follow through for a
couple of months, but don't overdo it.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 496
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

88. Even though you will likely receive and accept your job offer via telephone, you should send the employer a letter or
e-mail to document your acceptance of the job.
a. True
b. False
ANSWER: True
RATIONALE: After accepting the job offer on the phone, follow up with an acceptance e-mail or letter to
confirm the details and to formalize the acceptance.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 496
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

89. Once you have resigned in a meeting with your supervisor, you do not need to document your resignation in a letter or
e-mail.
a. True
b. False
ANSWER: False
RATIONALE: Although you will likely discuss your resignation in person with your supervisor, it is a good
idea to document your resignation by writing a formal letter.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 497
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.06.04 - DISC.ESBC.GULO.16.06.04
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge
90. A resignation letter typically includes a two-week notice. However, if you hold a management position, you should
provide your employer a longer notice.
a. True
b. False
ANSWER: True
RATIONALE: Although a two-week notice is standard, you may find that a longer notice is necessary. The
higher your position and the greater your responsibility, the longer the notice you give your
employer should be.
POINTS: 1
DIFFICULTY: Easy
REFERENCES: p. 497
LEARNING OBJECTIVES: ESBC.GULO.16.14.05 - 14.05
NATIONAL STANDARDS: United States - BUSPROG.ESBC.GULO.16.01.03 - DISC.ESBC.GULO.16.01.03
United States - BUSPROG.ESBC.GULO.16.01.06 - DISC.ESBC.GULO.16.01.06
TOPICS: Preparing Additional Employment Documents
KEYWORDS: Bloom's: Knowledge

CHAPTER 11
1. Companies use virtual meetings to
All answer choices provide reasons companies use virtual meetings.

2. Richard wants to prove that he is diligent and reliable. What is the best advice you can give him?
Honor his commitments and keep promises.

3. Elisha has just started a new job and must use a cell phone to communicate with coworkers and
customers. What advice should she follow to demonstrate professional cell phone use?
Screen incoming calls if she is busy.

4. Shawn needs to record his outgoing message on his voice mail system. Which of the following
outgoing messages is most professional?
Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I am currently away from
my phone but will return by 2 p.m. Please call back then.
Thank you for calling.

5. Which statement about professionalism is most accurate?

Demonstrating etiquette is important in the office and online.
6. In what phase of team development do members select alternatives, analyze effects, implement
their plan, and manage their project?
Performing

7. The benefits of voice mail include eliminating unnecessary chit chat, telephone tag, inaccurate
messages, and
time zone barriers.

8. Which of the following is the best advice to follow when placing a business phone call?
All answer choices are good tips to follow when placing business phone calls.

9. Which of the following statements about phones and phone usage in today's businesses is most
accurate?
Effective business communicators know how to use phones productively, efficiently, and
professionally.

10. What is the first thing you should do before making a business telephone call?
Ask yourself if the phone call is necessary.

11. In what phase of team development do teams select members, become acquainted, build trust,
and form a collaborative culture?
Forming

12. Which of the following would probably best help a group achieve its goal?
Active listening skills

13. Leticia has called a client and received his voice mail. What is the best advice you can give
Leticia for leaving a message?
Smile when leaving her message to add warmth to her voice.

14. How do recruiters and employers view the importance of professional behavior in the workplace?
Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in
applicants.

15. Which of the following demonstrates the best example when answering a telephone call?
Thanks for calling Precision Integrations. This is Beth Dittmer. Hon may I help you today?

16. You are in a meeting receiving your performance review and are surprised that your supervisor
has offered you many suggestions for improvement. How should you react to the criticism?
Ask for clarification of comments when necessary.
17. Which of the following statements about the power of the human voice is most accurate?
Individuals can learn to change their voice to make it more effective and powerful.

18. Saying words correctly and clearly with the accepted sounds and accented syllables reflects
proper pronunciation.

19. What is the ideal number of participants for most groups?

Four to five

20. Stephen is starting a new job and wants to demonstrate that he is a professional employee. What
advice should he follow?
Exercise self-control and keep personal opinions ot people private.

21. Which of the following statement best provides constructive criticism?

Producing inferior work often causes this company to lose time and money.

22. An awareness of courtesy and etiquette

can improve an individual's chances of being hired and promoted.

23. Which of the following is the best advice to follow when receiving telephone calls for others?
Verify telephone numbers and spelling of names when taking messages.

24. Which of the following statements about professionalism is most accurate?

Professionalism is important for employees in only Fortune 500 companies.

25. Which of the following is the best example of a response when answering calls for others?
Annette is away from her desk, but I will give her your message when she returns.

26. Which of the following statements about the end of a meeting is most accurate?
The leader should provide a summary of accomplishments and a review of action items.

27. Which of the following is the best advice to follow when dealing with conflict in a team?
Look for areas of mutual agreement.

28. Which of the following statements about face-to-face communication is most accurate?
Face-to-face interaction is the most effective of all communication channels.

29. Jeff will be leading a virtual team meeting. What should he do to make certain that the meeting
runs smoothly and professionally?
Ensure that the technology is working for all participants before the meeting starts.
30. Which of the following statements about teams in today's business is most accurate?
Teams can be effective in solving problems and in developing new products.

31. Which of the following should be included in the minutes of a meeting?

All answer choices are items that should be included in the minutes of a
meeting.

32. Which of the following would have a negative impact on a group?

Failing to stay on task

33. Professional behavior is comprised of six dimensions, including courtesy and respect,
appearance and appeal, tolerance and tact, honesty and ethics, reliability and diligence, and
sharing and collegiality.

34. Which of the following statements about professionalism in the workplace is most accurate?
More organizations are establishing procedures or policies to encourage professionalism.

35. Which of the following statements about workplace criticism is most accurate?
Giving and receiving criticism is a normal occurrence in the business world.

36. You recently chaired a team implementing new federal confidentiality requirements.
After implementation, you must evaluate each team member's performance. Which of the following
suggestions about giving constructive criticism is not accurate?
To show more compassion, be as vague as possible.

37. The most successful workplace teams

agree on a purpose and procedures.

38. Which of the following is the best practice for a group when it begins a meeting?
Establish ground rules.

39. What is your first task before holding a meeting?

Determining your purpose

40. A meeting agenda should include the date and place of the meeting, start and end times, a brief
description of each topic with its time allotment, and
any premeeting preparation expected of participants.

41. A synonym for professionalism is

business etiquette.

42. lue understands that soft skills and professional polish will ensure her long-term success on the
job. Which of the following is nota soft skill?
Proficiency in using a variety of computer software packages

43. The best definition of uptalk is

a rising inflection at the end of a sentence that makes statements sound like questions.

44. Which of the following statements about meetings is most accurate?

As businesses become more team-oriented, people are attending more meetings than ever

45. Which of the following statements about workplace teams is most accurate?
Team members who are involved in the decision-making process show less resistance to change.

46. What term describes groups of people who collaborate with one another to accomplish a shared
task across space, time, and organizational boundaries using technology?
Virtual teams

47. To use your voice effectively,

speak in a relaxed, controlled, well-pitched voice at about 125 words per minute.

48. When the purpose of your meeting is to solve an intense problem, what is the recommended
number of meeting participants?
Five or fewer

49. How should a group leader keep a meeting progressing effectively?

Discourage members who monopolize the discussion.

50. Which of the following is the best advice regarding workplace conversation?
Be courteous and attentive when conversing with managers, colleagues, subordinates, and
customers.

CHAPTER 2
1. Before Melissa organizes and composes her message, she should ask two questions: (1) Why am
I sending this message? and (2)
What do I hope to achieve with this message?

2. Experts say that writers should spend the most time in the___stage of the writing process
revising

3. Converting ideas into words or gestures to convey meaning is called

encoding

4. According to writing experts, approximately what percentage of time should you spend on the
rewriting phase of a business message?
25 percent

5. Which of the following sentences best focuses on the audience?

Register now to lock in your preferred travel dates.

6. Business writing should be all of the following except

sender oriented.

7. When preparing a business message, you should make your writing audience oriented. Audience
oriented means you should
concentrate on looking at the problem from the receiver's perspective.

8. Which of the following demonstrates effective business writing?

Will you please credit my account for $125 due to the computer error on May 1.

9. Lindsay is writing a property description for a new real estate brochure. To make her brochure
more effective, Lindsay should anticipate her audience. This means she
considers what the readers are like and how they will react to the message.

10. Feedback
includes both the verbal and nonverbal responses from the receiver.

11. Empathic writers

try to give something to the receiver.

12. A communication channel

is the medium over which the message travels.

13. Adaptation is the process of

creating a message that suits the audience.
14. Human Resources Manager Claire Siu must inform Anthony that company job changes will
require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this
message is
a face-to-face conversation.

15. Travis must determine the appropriate channel for an important business message. In this context
channel refers to the
medium through which the message is sent.

16. One technique that improves business writing is the use of empathy. Empathy refers to
putting yourself in the receiver's shoes to adapt the message to the receiver's needs.

17. Which of the following demonstrates effective business writing?

A record number of Japanese investors are purchasing real estate in the United States.

18. One of the best ways to develop audience benefits is to use the "you" view, which
emphasizes second-person pronouns instead of first-person pronouns.

19. The process of translating a message from its symbol form into meaning is called
decoding

20. The first phase of the writing process involves analyzing the audience and your purpose for
writing, anticipating your audience's reaction to your message, and
adapting your message to the audience.

21. Marketing Director Schultz must inform the board of directors that customers are not responding
positively to the company's new advertising campaign. Which of the following sentences would be the
most appropriate wording for the marketing director to use in her message to the board of directors?
We have received reports from customers about our new ads.

22. Business writing should be purposeful. In this context purposeful can best be defined as
solving problems and conveying information.

23. Which of the following sentences demonstrates effective business writing?

Enclosed is our latest catalog.

24. You are selecting a channel for sending your message. Which of the following is not a factor to
consider when making this decision?
Your competitors' channel use

25. Courteous business messages

All answer choices are correct.

26. Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next
week's meeting to Wednesday morning. To tell team members of the date change for the next
meeting, Michael should
send an e-mail.

27. Communication is defined as "the transmission of information and meaning from one individual or
group to another." The crucial element of this definition is
meaning

28. Communication noise

is anything that interrupts the transmission of a message.

29. Which of the following communication channels is considered the richest medium?
Face-to-face conversation

30. Business writing should be economical. In this context economical can best be defined as
presenting ideas clearly and concisely.

31. Which of the following is not an element of the communication process?

Displaying empathy

32. Business messages should use positive language rather than negative language. Positive
language
tells what is and what can be done.

33. The communication process begins when the sender

has an idea.

34. Which of the following sentences demonstrates conversational business writing?

I am upset about your return policy.

35. Which of the following sentences about Jargon is most accurate?

Jargon should be used only when the audience will understand it.

36. During the second phase of the writing process, you conduct research,
organize ideas, and compose the message.

37. Profiling the audience for a business message helps the writer
identify the appropriate tone, language, and channel.

38. The primary purpose of business writing is typically to inform or persuade; a common secondary
purpose is to
promote goodwill.

39. Business writers who use words such as interrogate, remuneration, and terminate are using
language many readers would consider
unfamiliar.

40. Which of the following is most acceptable for business writing?

Sheila will examine the job proposal carefully.

41. Which of the following sentences demonstrates effective business writing?

Your proposal demonstrates how our call center can better meet the needs of our customers.

42. Which statement about the communication process is most accurate?

Feedback helps the sender know that the message was received and understood.

43. When selecting a communication channel, you should follow two tips: use richer media for
persuasive or personal communications, and
use the richest media available.

44. Communication is successful only when

the receiver understands an idea as the sender intended it.

45. Jorge must inform Samantha that she is not eligible to have an August vacation for which she
recently applied. Which of the following sentences best demonstrates the "you" view Jorge should
use in denying Samantha's application?
Although the August vacation schedule is full, you may qualify for a vacation in September if you
apply now.

46. Which of the following represents the best business writing?

You can return all resalable merchandise for a store credit.

47. Adapting your message to the audience involves

thinking of the right words and tone to use in your message.

48. In the final phase of the writing process, check the message for clarity and readability, proofread
for errors, and
evaluate for effectiveness.
49. Which of the following is most acceptable for business writing?
All physicians must carry their own malpractice insurance

50. Which of the following demonstrates effective business writing?

The office personnel will assist you with your forms.

1. which of the following statements about todays job search is most accurate?
The emphasis of today's job search is on the needs of the employer

2. All of the following are important prefiminary steps for securing an interview except
writing a thank-you message to an interviewer.

3. The first step in the job-search process is to

analyze individual interests and goals and evaluate personal qualifications

5. How can an individual find career data?

All answer choices are sources for finding career data

7. Kendra is searching for a job and wants to use electronic sources. which of the following will
probably be her best source of online job listings?
Specific company websites

8. Which of the following tips will best heir you protect yourself when posung al online job boards?
Consider omitting your home address and home phone number