If you are requesting a recommendation letter for a job or scholarship, you might refresh the recipient's memory by including a copy of your updated résumé.

Because requests for references are so common there is little reason to contact your references ahead of time to tell them that they may be contacted.

An example of downward communication flow is ________

A more extreme reaction than ethnocentrism to people in groups is ________

Many businesses are replacing email with instant messaging and other tools that provide better support for instant communication.

Revising messages improves their quality and, for a communicator, this is important because readers equate quality of writing with the quality of such skills as ________

When conducting a meeting, ________

Errors in grammar or language usage ________

A spellchecker ________

The one aspect of nonverbal communication that you have little or no control over is your personal appearance.

Using company document templates ensures a consistent look and feel for all print and online company documents.

The best way to handle an emotional reaction in a business setting is to ________

When you want your message to stand out amidst the flood of electronic messages your audience receives, you should ________

In general, you need to use more tact and diplomacy in oral communication than in written communication.

If price is one of your strong selling points, you ________

Condolence messages should ________

Unwritten rules that govern the behaviour of group members are referred to as ________

In the reasons section of a bad-news message, you ________

The key to successful communication in a crisis situation is to ________

One of the greatest drawbacks of using podcasts in business is the ________

The goal of empathic listening is to solve the speaker's problem.

Words such as "nevertheless," "however," "but," and "therefore" ________

Successful intercultural communication can ________

The appearance of your document is not really very important because it is the content that solely indicates your professionalism and ability to state your message.

In cases when your company has made a mistake you must never empathize with the customer for the inconvenience because when it comes to taking sides, you must always be on the side of your company.

When writing informative messages to your company's employees ________

If you expect a resistant audience, you should be careful to present all sides of an issue before making the case for your own argument.

When refusing routine requests, it's a good idea to offer alternative ideas if you can.

The best way to handle objections to sales messages is to wait until they appear and then address them; this way you don't waste time and energy worrying about what might happen.

An ethical persuasive argument ________

When delivering bad news, wording such as "We must turn down," "Much as I would like to," and "We cannot afford to" ________

During the reinforcement phase of group development, members ________

Which of the following is an example of a message topic?

When you are preparing a long and complex message, an outline is indispensable.

Which of the following sentences contains a camouflaged verb?

A written message is preferable to an oral one when ________

The sender's authority in an organization has nothing to do with choosing the direct or the indirect approach. The approach used, depends on the audience.

Inappropriate web surfing while at work can leave employers open to lawsuits for sexual harassment if inappropriate images are displayed.

When writing content for social media remember that while it is effective as a form of conversation, as a business communication tool it mostly is used for delivering a sales pitch or strong promotional information.

Abstract words should be completely avoided in business writing.

Your audience's belief in your competence and integrity is not important; it's the content of your message that counts.

If the audience for your sales letter promoting a new security system is made up of affluent suburbanites, the consumer benefit you would most want to emphasize in your letter is ________

In general, when writing to someone in another country, Canadian businesspeople should be a bit more formal than they would be otherwise.

Because Canada and Germany have such high-context cultures, they rely heavily on verbal communication and less on implied meaning.

Making eye contact with someone over the speaker's shoulder can interrupt a speaker and hinder listening for everyone.

People from Canada and the United Kingdom rarely misunderstand each other because they speak the same language.

When preparing to organize a message, you begin with ________

Avoid cultural blunders by recognizing and accommodating six main types of cultural differences: contextual, legal and ethical, social, nonverbal, gender, and ________

Collaborative writing involves many people and the usual outcome is a document that is inferior to one that would have been produced by a single individual.

Short sentences are best for ________

Once the medium has been selected for a persuasive message you can be sure that ________

If you start a sentence with an indefinite pronoun, chances are the sentence can be shortened.

In any kind of business communication, it's best to emphasize the points that you think will have the most impact on your audience.

Whatever the length of your message, ________

When it comes to legal issues, ________

Communication is considered effective when ________.

An important goal of any performance evaluation is giving the employee a plan of action for improving his or her performance.

Plain English is a style of writing used primarily for communicating to those for whom English is a second language.

When making a claim against a company it is important that you somehow express your anger and frustration so that the company knows that you are serious.

Negotiators from high-context cultures ________

To add interest to your message, it is a good idea to vary the margins, typeface, type size, and spacing.

A complex sentence is one characterized by ________

The more your audience members share your experiences—personal, professional, and cultural—the more likely they are to extract the same meanings that you encode in your messages.

According to businesspeople, ethical persuasive messages influence audience members by providing information and aiding understanding.

The last step in the three-step writing process consists of ________

A flatter organizational structure ________

Until roles and status have stabilized on a team, it may have trouble accomplishing its goals.

When making a direct request, you should state what you want in the first sentence or two and then follow with an explanation.

When you need a permanent, unchangeable, or secure record, it is always best to use a secure digital transmission rather than a printed letter or memo.

Which of the following is least likely to improve the readability of your work?

Orientations indicate where key points of information are located without giving the audience the key points specifically.

Tutorials are part of the community nature of social media and share how-to advice and information.

Audiences view most incoming messages with "What's in it for me?" attitude.

To make your business messages more effective you should ________.

A good way to test the thoroughness of your message is to use the journalistic approach: asking yourself whether you have covered the who, what, where, why, and how.

If you are a company executive, then it is not important to establish your credibility further in delivering bad news to any audience.

The purpose of the desire section of a persuasive letter is to reduce resistance by identifying and answering in advance any questions the audience might have.

To overcome ethnocentrism, you should ignore the differences between another person's culture and your own.

Whether you use a direct or an indirect message to deliver bad news, it is important to announce the news the exact same way to both internal and external stakeholders because it is fairer that way.

While restraint is important in conveying your message without too much enthusiasm, it is important, in the design of your documents, to make them as interesting as possible with lots of highlighting, a variety of different fonts, and lots of imagery.

Constructive feedback focuses on the process and not the outcomes of communication.

Information has become one of the most important resources in business today.

When allocating your time among the three stages of the writing process, you should use about a fourth of the time for planning, half the time for writing, and a quarter of the time for completing.

Drawbacks of IM include the ________

When making good news announcements within the company ________

To communicate credibility to your audience, you ________

Headings and subheadings serve these important functions: ________

Which of the following is an example of an effective email subject line?

When writing persuasive messages, one way to avoid faulty logic is to ________

If the intended recipient of the negative message has an emotional investment in the situation and is expected to have an emotional reaction to the bad news then it is important to use the direct approach to deliver the bad news.

When sending written communication to businesspeople from another culture ________

The final link in the communication process is ________.

When sending a goodwill message ________

Instead of beginning your message with a blunt "no," you can use ________

Reporting poor business practices or unethical behaviour in the workplace is considered ________

When people must choose between conflicting loyalties and weigh difficult trade-offs, they are facing an ethical lapse.

Which of the following is NOT a characteristic of effective teams?

If you don't have the time or the opportunity to learn a new language, learning just a few common phrases is considered insulting in most cultures.

News releases for external audiences are successful when ________

The direct approach is used for short messages, such as memos and letters; the indirect approach is used for long messages, such as reports and proposals.