bcpp6e tb ch04

Chapter 4—Writing Process Phase 1: Analyze, Anticipate, Adapt

DIFFICULTY (DIF) TYPE OTHER CODES5 = Most difficult Ap: Application question ANS: Answer3 = Average difficulty Con: Conceptual question REF: Page Reference1 = Least difficult Def: Definition OBJ: Chapter Objective

NOT: Note (feedback/explanations)AAC: AACSB Competencies

MULTIPLE CHOICE

1. The best business writing is purposeful, persuasive, economical, anda. technical.b. reader-oriented.c. writer-orientedd. feelings-oriented.

ANS: B DIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT A-D:The best business writing is purposeful, persuasive, economical, and reader-oriented.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

2. Which of the following statements about business writing is most accurate?a. Business writing is almost identical to the writing done in high school and college classes.b. When writing business documents, quantity enhances quality.c. Business writers should attempt to impress readers with their powerful vocabulary and

extensive knowledge.d. Business writing should be focused on the reader.

ANS: D DIF: 3 REF: pp. 101-102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT:a. Business writing differs from other writing you may have done in high school or college.b. Quantity does not enhance quality in business documents. Conciseness is what counts in business.c. Business writers shouldn’t try to dazzle readers with their extensive knowledge, powerful vocabulary, or graceful phrasing. The goal in business writing is to express rather than impress.d. Business writing should concentrate on looking at a problem from the reader’s perspective instead of seeing it from the writer’s perspective.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

3. In Jacqueline’s new job, she will be writing many professional business messages. What is the best advice you can give her?a. To make writing easier, follow a systematic process when preparing and writing business

96

97 UNIT 2 The 3-x-3 Writing Process

messages.b. Include many references to your feelings to humanize your messages.c. Make your business messages and reports fairly lengthy to show how much work you put

into them.d. Draw on your prior writing experience and imagination to come up with creative ideas for

your business messages.

ANS: A DIF: 5 REF: pp. 101-102 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyNOT:a. Following a systematic plan, such as the 3-x-3 writing process, when preparing and writing a

business message will make the process easier.b. Business writing relies on solving problems and conveying information rather than

describing your feelings or displaying your knowledge.c. Longer is not better. Conciseness counts in business writing.d. Because business messages usually present information, you will not have to search your

imagination for creative topic ideas.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

4. Business writing should do which of the following?a. Show your thought processes and prove that you internalized the subject matter.b. Present information clearly and concisely.c. Look at problems and situations from the writer’s perspective.d. Strive to impress the reader with your extensive knowledge, powerful vocabulary, and

graceful phrasing.

ANS: B DIF: 3 REF: pp. 101-102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT:a. Business writing should solve problems and convey information; feelings are discussed and

thought processes are displayed in academic writing.b. Business writing should present information clearly and concisely.c. Business writing is reader oriented; that is, it considers problems from the reader’s

perspective, not the writer’s.d. The goal in business writing is to express, not impress.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

5. How can one become a better business writer?a. Follow a systematic process such as the 3-x-3 writing process.b. Study models of successful business messages.c. Practice writing a variety of business messages.d. Do all of the above.

ANS: D DIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT A-D:A person should do all of these—use a systematic process, study models, and practice—in order to become a better business writer.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

CHAPTER 4 Writing Process Phase 1: Analyze, Anticipate, Adapt 98

6. Jake is responding to a customer’s question that was sent to him via e-mail. What is the very first thing Jake should do?a. Hit the “Reply” button.b. Determine the purpose of the message he will send as a response.c. Start composing his reply.d. Conduct any necessary research.

ANS: B DIF: 5 REF: p. 102 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyNOT A-D:The first thing Jake should do is to determine the purpose of his response, which occurs during Phase 1 of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

7. Margie is an event planner and is responding to an e-mail request from a client. Which of the following describes Margie’s actions in the second phase of the writing process?a. Margie checks the format of the message.b. Margie runs the spelling and grammar checker to look for errors in the message.c. Margie determines the best organizational pattern for her reply message to the client.d. Margie analyzes the situation and anticipates how her client will respond to her message.

ANS: C DIF: 5 REF: p. 102 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyNOT:a. Margie would check the format of the message in the third phase of the writing process.b. Margie would run the spelling and grammar checker to look for errors in the message in the

third phase of the writing process.c. Organizing the message is part of the second phase of the writing process.d. Margie would analyze the situation and anticipate how her client will respond to her message

in the first phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

8. Juan is working on a sales brochure that will promote a new product. Which of the following will Juan do during the third phase of the writing process?a. Juan will anticipate how customers will react to the message.b. Juan will proofread the brochure carefully for correct spelling, grammar, punctuation, and

format.c. Juan will conduct all necessary research to make sure that the brochure will meet his

customers’ needs.d. Juan will decide how to organize the brochure to make it most persuasive to his customers.

ANS: B DIF: 5 REF: p. 103 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyNOT:a. Juan would anticipate how customers will react to the message in the first phase of the

writing process.b. Juan will carefully proofread the brochure in the third phase of the writing process.c. Juan would conduct any necessary research in the second phase of the writing process.d. Juan would decide how to organize the brochure in the second phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—Analysis


AAC: Tier 1—Communication; Tier 2—Patterns

9. Which of the following takes place during the first phase of the 3-x-3 writing process?a. Revise to make sure writing is clear and concise.b. Write the rough draft.c. Gather any needed information through formal or informal research techniques.d. Anticipate how the reader will respond to the message.

ANS: D DIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT:a. Document revision takes place during the third phase.b. The rough draft is written during the second phase.c. Research is done during the second phase.d. Anticipating your audience’s reaction takes place during the first phase.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

10. Which of the following takes place during the second phase of the writing process?a. Analyzingb. Adaptingc. Researchingd. Anticipating

ANS: C DIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT:a. Analyzing takes place during the first phase of the writing process.b. Adapting takes place during the first phase of the writing process.c. Researching takes place during the second phase of the writing process.d. Anticipating takes place during the first phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

11. Which of the following takes place during the third phase of the writing process?a. Revisingb. Proofreadingc. Evaluatingd. All of the above.

ANS: D DIF: 3 REF: p. 103 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOTA-D:All of these (revising, proofreading, and evaluating) take place during the third phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

12. Which of the following statements about the 3-x-3 writing process is most accurate?a. Experienced writers usually spend the most time on the first phase of the writing process.b. The steps of the writing process must always be followed in order.c. The 3-x-3 writing process is useful only for longer, more complex documents.


d. The writer decides whether a document achieves its purpose in the third phase of the writing process.

ANS: D DIF: 3 REF: p. 103 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT:a. Experienced writers usually spend the most time on the third phase of the writing process.b. Although some writers perform the tasks in a linear fashion, the steps may be rearranged, abbreviated, or repeated.c. The 3-x-3 writing process can be applied to any document, long or short.d. The writer determines whether a document achieves its purpose in the third phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

13. Marsha is writing a proposal to solicit business from a potential client. She should expect to spend the most time ona. analyzing the purpose of the message and visualizing the client.b. revising, improving, and proofreading the proposal.c. composing the first draft of the proposal at her computer.d. researching the information to include in the proposal.

ANS: B DIF: 5 REF: p. 103 OBJ: 4-2 TYPE: ApTOP: Adapting and Altering the Writing ProcessNOT A-D:Marsha should expect to spend the most time on revising, improving, and proofreading the proposal.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

14. Select the most accurate statement about team writing.a. Collaborative writing is especially important for short documents, such as memos, letters,

and information briefs.b. Because collaboration usually takes longer, collaborative writing is not useful for documents

with short deadlines.c. Members of effective teams are usually eager to implement their recommendations.d. Team-written documents and presentations are not standard in most organizations because

collaboration has many disadvantages.

ANS: C DIF: 3 REF: pp. 103-104 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT:a. Collaborative writing is especially important on big documents and presentations.b. Collaborative writing is especially useful for documents with short deadlines.c. It is true that members of effective teams are usually eager to implement their

recommendations.d. Team-written documents and presentations are standard in most organizations because

collaboration has many advantages.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Teamwork


15. Which of the following statements is most accurate?a. In preparing big projects, teams will usually function together for each phase of the writing process.b. One of the most frustrating tasks for teams is writing shared documents.c. To save time, teams should go through the revision and evaluation phase just one time.d. The most common phase for team members to work together is the second phase of the

writing process.

ANS: B DIF: 5 REF: pp. 103-104 OBJ: 4-2 TYPE: ApTOP: Adapting and Altering the Writing ProcessNOT:a. In preparing big projects, teams may not actually function together for each phase of the writing process.b. One of the most frustrating tasks for teams is writing shared documents. Keeping the different versions straight and recognizing who made what comment can be confusing.c. The revision and evaluation phase might be repeated several times before the final product is

ready for presentation.d. Team members generally work separately in Phase 2 (writing), when they conduct research, organize their findings, and compose a first draft.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Teamwork

16. Carmelita is part of a team that will be preparing a presentation to employees about new benefit options. What will her team likely do the first time they meet?a. Brainstorm for ideas.b. Begin their research.c. Start preparing PowerPoint slides.d. All of the above.

ANS: A DIF: 5 REF: pp. 104 OBJ: 4-2 TYPE: ApTOP: Adapting and Altering the Writing ProcessNOT A-D:The first time that Carmelita’s team meets, they will likely brainstorm for ideas; discuss the purpose, audience, content, organization, and design of their presentation; develop procedures for how the team will function; and assign segments of the project to individual members. Research and slide preparation will take place later, during Phase 2.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Teamwork

17. Team members determine whether the document or presentation is fulfilling its purpose and meeting the needs of the audience whilea. collecting information.b. organizing and writing.c. editing, rehearsing, and evaluating.d. planning the document or presentation.

ANS: C DIF: 3 REF: p. 104 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT A-D:Team members determine if the document or presentation is fulfilling its purpose and meeting the needs of the audience while editing, rehearsing, and evaluating, which is Phase 3.


AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, Teamwork

18. Donovan is part of a virtual team that will be collaborating on writing a report. Which of the following collaboration tools can help his team work together on this shared document?a. Mailing lists and discussion boardsb. Blogs and wikisc. Groupware and portalsd. All of the above.

ANS: D DIF: 5 REF: pp. 104-105 OBJ: 4-2 TYPE: ApTOP: Adapting and Altering the Writing ProcessNOT A-D:All of these collaboration tools (mailing lists, discussion boards, blogs, wikis, groupware, and portals), along with e-mail and instant messaging, can help Donovan’s team work effectively on a shared document.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, TeamworkAAC: Tier 1—Technology; Tier 2—Communication evolution

19. Probably the most useful word processing editing tool for collaborative writing is ______________. This tool makes it possible to point out problematic passages or errors, ask or answer questions, and share ideas without changing or adding text.a. Track Changesb. Print Documentc. Insert Commentsd. Find and Replace

ANS: C DIF: 3 REF: p. 106 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT A-D:Probably the most useful editing tool is Insert Comments. This tool makes it possible to point out problematic passages or errors, ask or answer questions, and share ideas without changing or adding text.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns, TeamworkAAC: Tier 1—Technology; Tier 2—Word processing

20. Which of the following is an example of a message with a secondary purpose?a. An e-mail message that contains important details about an upcoming training session.b. A proposal bullets important reasons explaining why the company should implement a stock

option plan.c. A sales letter that includes a bulleted list of product features.d. A company’s letterhead stationery is printed on quality paper and includes a carefully

designed logo representing the company.

ANS: D DIF: 5 REF: p. 106 OBJ: 4-3 TYPE: ApTOP: Writing Process Phase 1: AnalyzeNOT:a. The primary purpose of an e-mail message containing important details about an upcoming

training session is to inform.b. The primary purpose of a proposal containing important reasons explaining why a company

should implement a stock option plan is to persuade.


c. The primary purpose of a sales letter that includes a list of product features is to persuade.d. Printing a company’s letterhead stationery on quality paper and including a carefully

designed logo allows messages to accomplish a secondary purpose: to promote goodwill and make the company look good in the eyes of its audience.

AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Purpose

21. The primary purpose of messages that explain procedures, announce meetings, answer questions, or transmit findings is toa. persuade.b. inform.c. promote goodwill.d. sell.

ANS: B DIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT A-D:The primary purpose of messages that explain procedures, announce meetings, answer questions, or transmit findings is to inform.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Purpose

22. The primary purpose of messages that sell products, convince managers, motivate employees, and win over customers is toa. persuade.b. inform.c. promote goodwill.d. educate.

ANS: A DIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT A-D:The primary purpose of messages that sell products, convince managers, motivate employees, and win over customers is to persuade.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Purpose

23. Mario is writing an e-mail message to his colleagues to encourage them to donate blood during the company’s upcoming blood drive. His primary purpose is toa. inform.b. promote goodwill.c. persuade.d. frighten.

ANS: C DIF: 5 REF: p. 106 OBJ: 4-3 TYPE: ApTOP: Writing Process Phase 1: AnalyzeNOT A-D:The primary purpose of an e-mail message encouraging employees to donate blood during the company’s upcoming blood drive would be to persuade.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Purpose


24. Micah is writing an e-mail message to a customer to tell him that his order has shipped. Her primary purpose is toa. inform.b. persuade.c. sell.d. promote goodwill.

ANS: A DIF: 5 REF: p. 106 OBJ: 4-3 TYPE: ApTOP: Writing Process Phase 1: AnalyzeNOT A-D:The primary purpose of an e-mail message that tells a customer that his order has shipped would be to inform.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Purpose

25. A company’s annual report describes the company’s efforts to improve the environment. The primary purpose of this report is to __________; the secondary purpose is to __________.a. inform; promote goodwillb. persuade; informc. inform; persuaded. promote goodwill; persuade

ANS: A DIF: 5 REF: p. 106 OBJ: 4-3 TYPE: ApTOP: Writing Process Phase 1: AnalyzeNOT A-D:The primary purpose of an annual report describing the company’s efforts to improve the environment is to inform; its secondary purpose is to promote goodwill.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Purpose

26. Determining whether a message will be transmitted by e-mail or delivered in person is part ofa. selecting the appropriate audience for the message.b. using the correct tone for the message.c. adapting a message to the audience.d. selecting an appropriate form or channel for the message.

ANS: D DIF: 3 REF: p. 107 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT A-D:Determining whether a message will be transmitted by e-mail or delivered in person is part of selecting an appropriate form or channel for the message.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

27. When deciding on the best channel over which to send your message, you should consider the importance of the message, the amount and speed of feedback required, the necessity of a permanent record, the degree of formality and confidentiality required, anda. the cost of the channel.b. the ability of the channel to showcase your technical expertise.c. your own communication channel preferences.d. All of the above.

ANS: A DIF: 3 EF: pp. 107-108 OBJ: 4-3 TYPE: Ap


TOP: Writing Process Phase 1: AnalyzeNOT A-D:When deciding how to send a message, you should consider the importance of the message, the amount and speed of feedback required, the necessity of a permanent record, the degree of formality and confidentiality required, and the cost of the channel.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

28. Because of budget cutbacks, you must lay off your receptionist. What is the best way to deliver this message?a. Via e-mailb. In a handwritten notec. In a face-to-face conversationd. By fax

ANS: C DIF: 5 REF: pp. 107-108 OBJ: 4-3 TYPE: ApTOP: Writing Process Phase 1: AnalyzeNOT A-D:The best way to deliver bad news is in a face-to-face conversation.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

29. The best communication channel to use when group interaction is important but group members are geographically dispersed is aa. fax.b. videoconference or teleconference.c. memo.d. report.

ANS: B DIF: 3 REF: pp. 107-108 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT A-D:The best communication channel to use when group interaction is important but group members are geographically dispersed is a videoconference or teleconference.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

30. Your virtual team is working on several shared documents. You want to use a communication channel that will allow all team members to add, remove, and edit digital content easily. Your best choice isa. a wiki.b. a blog.c. e-mail.d. a fax.

ANS: A DIF: 5 REF: pp. 107-108 OBJ: 4-3 TYPE: ApTOP: Writing Process Phase 1: AnalyzeNOT A-D:A wiki is effective when digital information must be made available to members of a virtual team. Team members can use wikis for collaboration because participants can easily add, remove, and edit content.AAC: Tier 1—Reflective Thinking; Tier 2—Analysis


AAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

31. Roxanne is putting together the results of a month-long study on employee satisfaction that contains complex data. Which communication channel will she most likely use?a. Memob. E-mailc. Faxd. Report

ANS: D DIF: 5 REF: pp. 107-108 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT A-D:Roxanne will most likely deliver the results of her study using a report, which is best for delivering complex data internally or externally.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

32. You have to deliver confidential information to a client. What is the best communication channel to use?a. Faxb. E-mailc. Letterd. Voice-mail message

ANS: C DIF: 5 REF: pp. 107-108 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT A-D:The most secure channel for communicating confidential information is a written letter.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Syn./Asyn. Choice

33. Most readers of you business message will fit into one of three groups. Which of the following is not one of these groups?a. Colleaguesb. Government officialsc. Superiors and decision makersd. Customers and general audiences

ANS: B DIF: 3 REF: p. 108 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT A-D:Most readers of your business messages will fit into one of the following groups: colleagues, superiors and decision makers, and customers and general audiences.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

34. Which of the following statements about anticipating your audience is most accurate?a. If you don’t actually know your readers, it is impossible to picture what they are like.b. Messages to superiors and decision makers may be the easiest to write.c. You will adjust your tone, style, and content to accommodate the expectations and needs of

your audience.


d. You should profile your primary audience only.

ANS: C DIF: 3 REF: pp. 108-109 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT:a. Even if you don’t actually know your readers, you can still picture what they are like.b. Messages to colleagues, not to superiors, may be the easiest to write because you usually

know these coworkers and what to expect.c. You will adjust your tone, style, and content to accommodate the expectations and needs of

your audience.d. You should profile both your primary and your secondary audience.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

35. You can identify the appropriate tone, language, and channel for your message bya. cultivating the “you” view.b. anticipating your audience before you write.c. selecting an appropriate form.d. using the most up-to-date computer software.

ANS: B DIF: 3 REF: p. 109 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT A-D:Anticipating your audience before you write is an important step in identifying the appropriate tone, language, and channel for your message.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

36. Gillian is writing a sales letter about a new delivery service. In anticipating the audience, she shoulda. call or e-mail all members of her audience to learn more about them.b. realize that she can’t write a good letter unless she knows exactly who the readers will be.c. try to get a general idea of who audience is.d. look in the files to see how previous sales letters were written.

ANS: C DIF: 5 REF: pp. 108-109 OBJ: 4-4 TYPE: ApTOP: Writing Process Phase 1: AnticipateNOT:a. Gillian should not call or e-mail audience members; doing so would be too costly and time

consuming.b. Gillian cannot possibly know exactly who the readers will be.c. Gillian should get a general idea of who audience is and should visualize them.d. Looking in the files does not help her anticipate the audience for her particular letter.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Audience

37. ______________ is the process of creating a message that suits your audience.a. Anticipationb. Adaptationc. Researchingd. Analyzing

ANS: B DIF: 1 REF: p. 109 OBJ: 4-5 TYPE: DefTOP: Writing Process Phase 1: Adapt


NOT A-D:Adaptation is the process of creating a message that suits your audience.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, StakeholdersAAC: Tier 1—Communication; Tier 2—Audience

38. ________, which is conveyed largely by the words in a message, reflects how a receiver feels upon reading or hearing a message.a. Attitudeb. Organizationc. Toned. EmpathyANS: C DIF: 3 REF: p. 109 OBJ: 4-5 TYPE: ConTOP: Writing Process Phase 1: AdaptNOT A-D:Conveyed largely by the words in a message, tone reflects how a receiver feels upon reading or hearing a message.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

39. So that your needs can better be met in the future, please complete the online survey about your shopping experience is an example ofa. identifying the purpose of your message.b. emphasizing receiver benefits.c. emphasizing sender benefits.d. analyzing the task.

ANS: B DIF: 5 REF: p. 111 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT A-D:“So that your needs can better be met in the future, please complete the online survey about your shopping experience” is an example of emphasizing receiver benefits.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Audience

40. Which sentence best illustrates the “you” view?a. Our walking tours include free admission to all museums.b. I am happy to submit an online review of your new book.c. We look forward to interviewing you next week for our management trainee position.d. You will receive your order in two business days.

ANS: D DIF: 5 REF: p. 111 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT:a. This sentence emphasizes “our” instead of “you.”b. This sentence emphasizes “I” instead of “you.”c. This sentence emphasizes “we” instead of “you.”d. “You will receive your order in two business days” best cultivates the “you” view.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Audience

41. Which of the following statements about the “you” view is most accurate?a. The “you” view emphasizes first-person pronouns such as I, we, and our.


b. Be careful because second-person pronouns such as you and your can be overused and misused.

c. The “you” view can be used effectively in all business messages.d. First-person pronouns such as I, we, and our should be avoided in business messages because

they take the focus off the reader.

ANS: B DIF: 3 REF: p. 111 OBJ: 4-5 TYPE: ConTOP: Writing Process Phase 1: AdaptNOT:a. The “you” view emphasizes second-person pronouns such as you and your.b. When second-person pronouns are overused or misused, a message can sound insincere

or manipulative.c. The “you” view is not appropriate in all business messages, particularly when such use may

suggest blame or could cause ill will.d. Writers do not have to sterilize their writing and avoid any first-person pronouns.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

42. Which of the following sentences shows gender bias?a. Two police officers will provide security for our awards banquet.b. Every flight attendant must submit her security clearance card before boarding.c. All managers and their guests are invited to Friday’s cocktail party.d. The attorney was impressive during closing arguments.

ANS: B DIF: 5 REF: p. 112 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT:a. This sentence does not show gender bias.b. This sentence shows gender bias because it assumes all flight attendants are female. It could

be rewritten as “All flight attendants must submit their security clearance cards before

boarding” to avoid gender bias.c. This sentence does not show gender bias.d. This sentence does not show gender bias.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Diversity; Tier 2—Gender differences

43. Which of the following is the best choice of wording to avoid racial, ethnic, age, and disability bias?a. Oksoon Park, a Korean American, was promoted to supervisor.b. James Parker, 56, was honored at the awards banquet.c. AARP membership is open to anyone age 50 or over.d. Our new receptionist is confined to a wheelchair.

ANS: C DIF: 5 REF: pp. 112-113 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT:a. This sentence shows ethnic bias. It should be rewritten as “Oksoon Park was promoted to

supervisor.”b. This sentence shows age bias. It should be rewritten as “James Parker was honored at the

awards banquet.”c. This sentence contains the best wording because it does not show any bias.


d. This sentence shows disability bias. It should be rewritten as “Our new receptionist uses a wheelchair.”

AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Diversity; Tier 2—Cultural imperatives

44. Robert is starting his first full-time job after graduating from college, and he wants to sound conversational but professional on the job. What is the best advice you can give him?a. Avoid using instant messaging on the job because doing so will make you look

unprofessional.b. Strive for an informal, conversational tone in most business messages.c. Use IM abbreviations and slang in your professional messages to be concise and to fit

in better.d. Use high-level diction in most business messages.

ANS: B DIF: 5 REF: pp. 113-114 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT:a. Instant messaging enables coworkers to have informal, spontaneous conversations and has

been accepted by many companies as a serious workplace tool.b. Most instant messages, e-mail messages, business letters, memos, and reports replace

conversation in today’s workplace; therefore, they are most effective when they convey an informal, conversational tone instead of a formal, pretentious tone.

c. Professional messages do not include IM abbreviations, slang, sentence fragments, and chit-chat.

d. Use mid-level, conversational diction in most business messages.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

45. You want your writing to sound positive and courteous. Which of the following sentences has the best choice of wording?a. Please give us your feedback about your online ordering experience.b. You claim that your order arrived with two damaged items.c. We cannot process your order until we receive your credit card number.d. Turn in your sales figures by Monday.

ANS: A DIF: 5 REF: pp. 113-114 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT A-D:“Please give us your feedback about your online ordering experience” has the best wording because it is positive and courteous.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

46. You want to simplify your language and use short, familiar words that your audience will recognize. Which of the following sentences has the best wording?a. Your remuneration will be commensurate with your results.b. Please substantiate that the new color scheme doesn’t obfuscate the overall message.c. Employees are invited to attend a special luncheon.d. Your presence at Friday’s meeting is compulsory.

ANS: C DIF: 5 REF: p. 115 OBJ: 4-5 TYPE: Ap


TOP: Writing Process Phase 1: AdaptNOT A-D:“Employees are invited to attend a special luncheon” has the best wording because it uses familiar words.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

47. You want to use strong verbs and concrete nouns that will give your readers more information and keep them interested. Which of the following sentences has the best wording?a. Your order will ship next week.b. Please contact me if you have any questions.c. Our latest income statement shows a decrease in profits.d. The January balance sheet reports a 10 percent decrease in liabilities.

ANS: D DIF: 5 REF: p. 115 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT A-D:“The January balance sheet reports a 10 percent decrease in liabilities” has the best wording because it uses strong verbs and concrete nouns.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

48. Which of the following sentences contains the least dangerous wording?a. We would like to inspect your facilities next week.b. We assure you that our stock prices will rise over the next year.c. I plan to tour your department tomorrow.d. Our site visit will determine whether the building meets fire codes.

ANS: C DIF: 5 REF: p. 117 OBJ: 4-6 TYPE: ApTOP: Adapting to Legal and Ethical ResponsibilitiesNOT:a. The word “inspect” is a word that might create a misunderstanding that could lead to a

lawsuit; “tour,” “study,” and “review” are recommended alternatives.b. The word “assure” is a word that might create a misunderstanding that could lead to a

lawsuit; “to facilitate,” “to provide further confidence to,” and “to enhance the reliability of” are recommended alternatives.

c. This sentences does not contain any dangerous language.d. The word “determine” is a word that might create a misunderstanding that could lead to a

lawsuit; “evaluate,” “assess,” and “analyze” are recommended alternatives.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—AudienceAAC: Tier 2—Ethics; Tier 2—Application

49. Employee evaluations should containa. an assessment of traits such as a person’s reliability.b. negative statements about the employee even if they cannot be substantiated.c. information about specific incidents, such as “working effectively with a team to produce a

ten-page proposal.”d. All of the above.

ANS: C DIF: 3 REF: p. 117 OBJ: 4-6 TYPE: ConTOP: Adapting to Legal and Ethical ResponsibilitiesNOT:


a. Employee evaluations should not assess traits because doing so requires subjective judgment.b. Employee evaluations should contain negative statements about the employee only when

they can be substantiated.c. Employee evaluations should concentrate on specific incidents.d. Employee evaluations should concentrate on specific incidents.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—AudienceAAC: Tier 2—Ethics; Tier 2—Application

50. What is the best advice for avoiding copyright infringement?a. Assume that nearly everything created privately and originally after 1989 is copyrighted and

protected.b. Realize that Internet items are not in the public domain.c. Observe the four-factor test to access fair use.d. All of the above.

ANS: D DIF: 3 REF: p. 118 OBJ: 4-6 TYPE: ConTOP: Adapting to Legal and Ethical ResponsibilitiesNOT A-D:You should do all of these (assume nearly everything is copyrighted, realize that Internet items are not in the public domain, and observe the four-factor fair test to assess fair use) in order to avoid copyright infringement.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 2—Ethics; Tier 2—Application

TRUE/FALSE

1. The goals of business writing differ from the goals of academic writing.

ANS: T DIF: 3 REF: pp. 101-102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT: The goals of business writing differ from the goals of other writing you may have done, including academic writing.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

2. Business writers must rely on their creativity and feelings to write most business messages.

ANS: F DIF: 3 REF: pp. 101-102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT: Because most business writers have information that they need to convey, they do not need to rely on their creativity or feelings.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

3. Business writing should be purposeful, persuasive, economical, and reader-oriented.

ANS: T DIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process Systematically


NOT: In preparing business messages and oral presentations, your writing should be purposeful, persuasive, economical, and reader-oriented.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

4. You can enhance the quality of your business writing by making it lengthy and by adding complex vocabulary words.

ANS: F DIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT: The goal in business writing is to express rather than to impress. Conciseness and plain language enhance the quality of business writing.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

5. Erin is trying to decide whether to call her boss or send an e-mail message. Erin is in the first phase of the writing process.ANS: T DIF: 5 REF: p. 102 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyNOT: The communication channel is selected in the first phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

6. Paul is conducting research for a business proposal he is writing. Paul is in the first phase of the writing process.

ANS: F DIF: 5 REF: p. 102 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyNOT: Research takes place during the second phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

7. The third phase of the writing process involves revising, proofreading, and evaluating your message.

ANS: T DIF: 3 REF: p. 103 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT: You will revise, proofread, and evaluate your message during the third phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

8. An equal amount of time is spent on each phase of the 3-x-3 writing process, regardless of the message or the communicator.

ANS: F DIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: The type of project you are working on will determine the amount of time that is spent on each phase of the 3-x-3 writing process; shorter, routine messages will require less time on each phase than longer, more complex messages.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


AAC: Tier 1—Communication; Tier 2—Patterns

9. The steps in the 3-x-3 writing process must be followed in order.

ANS: F DIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Although writers perform the tasks described in the 3-x-3 writing process, the steps may be rearranged, abbreviated, or repeated.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

10. Most experts agree that the majority of the time spent on the writing process involves analyzing your purpose and your audience.

ANS: F DIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Most experts agree that the majority of the time spent on the writing process involves revising the message; one expert suggests that 45 percent of the time is spent on revising.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

11. Many of today’s progressive organizations will employ teams in some capacity to achieve their objectives.

ANS: T DIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Many of today’s progressive organizations will employ teams in some capacity to achieve their objectives.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Teamwork

12. Collaborative writing is especially important for documents that require the expertise or consensus of many people.

ANS: T DIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Collaborative writing is especially important for (1) big tasks, (2) items with short deadlines, and (3) team projects that require the expertise or consensus of many people.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Teamwork

13. Team-written documents and presentations are standard in most organizations because collaboration produces a better product.

ANS: T DIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Collaboration has many advantages, including producing a better product.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Teamwork

14. In team writing projects, team members usually work most closely together during Phase 2, the writing phase.


ANS: F DIF: 3 REF: p. 104 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Team members generally work closely in Phase 1 (prewriting) of the writing process. However, members generally work separately in Phase 2 (writing).AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Teamwork

15. Because Franco and his team members worked together on a report recommending a new flexible work schedule, most of the team members will probably be eager to implement their suggestions.

ANS: T DIF: 3 REF: p. 104 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Most teams are eager to implement recommendations they have developed as a group.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Teamwork

16. Online collaboration tools such as mailing lists, discussion boards, groupware, and wikis are useful when team members are not physically in the same location.

ANS: T DIF: 3 REF: pp. 104-105 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Collaboration tools such as e-mail, mailing lists, discussion boards, instant messaging, groupware, portals, blogs, and wikis are especially necessary when team members are not physically in the same location.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—TeamworkAAC: Tier 1—Technology; Tier 2—Communication evolution

17. Today’s word processors provide tools that enable team members to track changes and insert comments while editing one team document.

ANS: T DIF: 3 REF: p. 105 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Today’s word processors, including Microsoft Word, provide tools that enable team members to track changes and insert comments while editing one team document.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—TeamworkAAC: Tier 1—Technology; Tier 2—Word processing

18. The primary purpose of most business letters, memos, and e-mail messages is to promote goodwill.

ANS: F DIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: Promoting goodwill is usually a secondary purpose of most business letters, memos, and e-mail messages. The primary purposes for sending most business messages are typically to inform and to persuade.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


AAC: Tier 1—Communication; Tier 2—Patterns, Purpose

19. Business messages that inform explain procedures, announce meetings, answer questions, and transmit findings.

ANS: T DIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: Business messages that inform explain procedures, announce meetings, answer questions, and transmit findings.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Purpose

20. Business messages that persuade sell products, convince managers, motivate employees, and win over customers.

ANS: T DIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: Business messages that persuade sell products, convince managers, motivate employees, and win over customers.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Purpose

21. Choosing an appropriate channel for your message depends on such things as the importance of the message, the necessity of a permanent record, and the degree of formality and confidentiality desired.

ANS: T DIF: 3 REF: pp. 107-108 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: Choosing an appropriate channel for your message does depend on the importance of the message, the necessity of a permanent record, and the degree of formality desired. You should also consider the amount and speed of feedback required and the cost of the channel.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Purpose

22. If you are delivering confidential information, e-mail is an appropriate communication channel.

ANS: F DIF: 3 REF: pp. 107-108 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: The insecurity of e-mail makes it problematic for personal, emotional, private, or confidential messages.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns, Purpose

23. A face-to-face conversation is the best communication channel for delivering bad news because it reduces pain for the receiver.

ANS: T DIF: 3 REF: pp. 107-108 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: Bad news should be delivered in person. A face-to-face conversation is also useful for delivering persuasive and personal messages.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


AAC: Tier 1—Communication; Tier 2—Patterns, Purpose

24. Anticipating the audience for a message helps a communicator determine what to emphasize, how to be convincing, and what words and tone to use.

ANS: T DIF: 3 REF: p. 108 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT: A good communicator should use language and tone that are appropriate for the audience, should know what to emphasize, and should know how to be convincing; anticipating the audience helps the writer make these decisions.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

25. Most business messages will be addressed to colleagues, superiors and decision makers, and customers.

ANS: T DIF: 3 REF: p. 108 OBJ: 4-4 TYPE: ApTOP: Writing Process Phase 1: AnticipateNOT: Most readers of your business messages will fit into one of the following groups: colleagues, superiors and decision makers, and customers.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

26. Profiling the audience means anticipating how the primary and secondary audiences will react to a message.

ANS: T DIF: 3 REF: p. 109 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT: When profiling an audience, the writer should anticipate how both the primary and secondary audiences will react to a message.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

27. You must submit your expense reports immediately is an example of sentence that uses a positive tone.

ANS: F DIF: 5 REF: p. 109 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: “You must submit your expense reports immediately” uses a negative tone and sounds too aggressive and demanding.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

28. You will see a decrease in your energy usage immediately is an example of a receiver-focused sentence.

ANS: T DIF: 5 REF: p. 110 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: “You will see a decrease in your energy usage immediately” is focused on the receiver.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations


29. The “you” view emphasizes first-person pronouns instead of second-person pronouns.

ANS: F DIF: 3 REF: p. 111 OBJ: 4-5 TYPE: ConTOP: Writing Process Phase 1: AdaptNOT: The “you” view emphasizes second-person pronouns (“you,” “your”) instead of first-person pronouns (“I/we,” “us,” “our”).AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

30. Effective business writers should never use first-person pronouns in phrases such as I’m pleased and We want to express our appreciation.

ANS: F DIF: 5 REF: p. 111 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: Effective business writers should use phrases such as “I’m pleased” and “We want to express our appreciation” when they sincerely mean them.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

31. I have decided to allow you to be reimbursed for your travel expenses effectively applies the “you” view.

ANS: F DIF: 5 REF: p. 111 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: “I have decided to allow you to be reimbursed for your travel expenses” uses the “I/we” view.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

32. All managers and their wives will be invited to the banquet is an example of bias-free language.

ANS: F DIF: 5 REF: p. 112 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: The words “managers and their wives” should be replaced with “managers and their guests” or “managers and their spouses” in order to avoid gender bias in this sentence.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier 1—Diversity; Tier 2—Gender differences

33. Good attorneys always defend their clients demonstrates better business writing than A good attorney always defends his client.

ANS: T DIF: 5 REF: p. 112 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: The first sentence avoids gender-biased language by using a plural noun (lawyers) and a plural pronoun (their).AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier 2—Diversity; Tier 2—Gender differences

34. Race, ethnicity, and age should be specified in business writing only when they are relevant.


ANS: T DIF: 3 REF: pp. 112-113 OBJ: 4-5 TYPE: ConTOP: Writing Process Phase 1: AdaptNOT: Race, ethnicity, and age can be specified if they are relevant.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier 1—Diversity; Tier 2—Cultural imperatives

35. Instant messages, e-mail messages, business letters, memos, and reports are most effective when they use a formal tone.

ANS: F DIF: 3 REF: p. 113 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: Instant messages, e-mail messages, business letters, memos, and reports are most effective when they use an informal, conversational tone instead of a formal, pretentious tone.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

36. Words such as badmouth, dude, and ticked off are examples of conversational business diction.

ANS: F DIF: 5 REF: p. 113 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: These are examples of unprofessional or low-level diction, which should be avoided in business writing.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

37. Words like acquiesce, obfuscate, and rebuff will make you sound more professional.ANS: F DIF: 3 REF: p. 115 OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: These types of words will make you sound pompous and pretentious, not professional. Instead, you should use short, familiar words whenever possible.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

38. Jargon often enables businesspeople in a particular field to communicate complex ideas briefly.

ANS: T DIF: 3 REF: p. 115 OBJ: 4-5 TYPE: ConTOP: Writing Process Phase 1: AdaptNOT: Jargon is specialized language that should be used only when communicating with audiences that will be sure to understand it.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations, Audience

39. Business communicators can protect themselves and avoid litigation by knowing what is legal and by adapting their language accordingly.

ANS: T DIF: 3 REF: p. 116OBJ: 4-6 TYPE: ConTOP: Adapting to Legal and Ethical ResponsibilitiesNOT: Business communicators can protect themselves from lawsuits by avoiding language that may lead to lawsuits.


AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities

40. Letters, reports, and proposals that describe services to be performed are interpreted as contracts; thus such documents must avoid promising more than intended.

ANS: T DIF: 3 REF: p. 116OBJ: 4-6 TYPE: ConTOP: Adapting to Legal and Ethical ResponsibilitiesNOT: Because they are interpreted as contracts in court, letters, reports, and proposals must describe services truthfully and accurately.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities

COMPLETION

1. Business writing should be ______________, economical, persuasive, and reader oriented.

ANS: purposefulDIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT: Business writing should be purposeful, economical, and reader oriented.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

2. The goal in business writing is to ____________ rather than to impress.

ANS: expressDIF: 3 REF: p. 102 OBJ: 4-1 TYPE: ConTOP: Approaching the Writing Process SystematicallyNOT: The goal in business writing is to express rather than to impress.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

3. The first phase of the 3-x-3 writing process includes ____________________, anticipating, and adapting.

ANS: analyzingDIF: 1 REF: p. 102 OBJ: 4-1 TYPE: DefTOP: Approaching the Writing Process SystematicallyNOT: The first phase of the 3-x-3 writing process includes analyzing, anticipating, and adapting.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

4. The three phases of the 3-x-3 writing include prewriting, ________, and revising.

ANS: writingDIF: 1 REF: p. 102 OBJ: 4-1 TYPE: Def


TOP: Approaching the Writing Process SystematicallyNOT: The three phases of the 3-x-3 writing include prewriting, writing, and revising.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

5. Good writers spend most of their time ____________, which is the third phase of the writing process.

ANS: revisingDIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Good writers spend most of their time revising which is the third phase of the writing process.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Patterns

6. _________-written documents and presentations are standard in most organizations because collaboration has many advantages.

ANS: TeamDIF: 3 REF: p. 103 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: Team-written documents and presentations are standard in most organizations because collaboration has many advantages.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Teamwork

7. A _________ is a good online collaboration tool for building a knowledge repository that can be edited by many participants.

ANS: wikiDIF: 3 REF: p. 105 OBJ: 4-2 TYPE: ConTOP: Adapting and Altering the Writing ProcessNOT: A wiki is a good online collaboration tool for building a knowledge repository that can be edited by many participants.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—TeamworkAAC: Tier 1—Technology; Tier 2—Communication evolution

8. The primary purposes for sending business messages are typically to inform and to ____________________.

ANS: persuadeDIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: The primary purposes for sending business messages are typically to inform and to persuade.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Purpose

9. A secondary purpose of business messages is to promote ____________________ so that you and your organization look good in the eyes of your audience.


ANS: goodwillDIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: A secondary purpose of business messages is to promote goodwill.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Purpose

10. During the analyzing part of the prewriting phase, you must first determine the _________ of your message.

ANS: purposeDIF: 3 REF: p. 106 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: During the analyzing part of the prewriting phase, you must first determine the purpose of your message.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Purpose

11. After identifying the purpose of your message, you need to select the most appropriate communication ____________________, such as sending an e-mail message or setting up a meeting.

ANS: channelDIF: 3 REF: p. 107 OBJ: 4-3 TYPE: ConTOP: Writing Process Phase 1: AnalyzeNOT: After identifying the purpose of your message, you need to select the most appropriate communication channel, such as sending an e-mail message or setting up a meeting.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Purpose, Syn./Asyn. choice

12. Most business messages will be addressed to one of three groups: colleagues, decision makers, or ___________.

ANS: customersDIF: 3 REF: p. 108 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT: Most readers of your business messages will fit into one of the following groups: colleagues, decision makers, and customers.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience

13. Business communicators should anticipate both primary and _____________ audiences.

ANS: secondaryDIF: 3 REF: p. 109 OBJ: 4-4 TYPE: ConTOP: Writing Process Phase 1: AnticipateNOT: Business communicators should anticipate both primary and secondary audiences.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Audience


14. Conveyed largely by the words in a message, ____________ reflects how a receiver feels upon reading or hearing a message.

ANS: toneDIF: 1 REF: p. 109 OBJ: 4-5 TYPE: DefTOP: Writing Process Phase 1: AdaptNOT: Conveyed largely by the words in a message, tone reflects how a receiver feels upon reading or hearing a message.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Communication; Tier 2—Rhetorical considerations

15. Putting yourself in your reader’s shoes is called _______________.

ANS: empathyDIF: 1 REF: p. 110 OBJ: 4-5 TYPE: DefTOP: Writing Process Phase 1: AdaptNOT: Putting yourself in your reader’s shoes is called empathy.AAC: Tier 1—Reflective Thinking; Tier 2—Receiver reactions, ConclusionAAC: Tier 1—Communication; Tier 2—Audience

16. You will be pleased to know that your application has been approved is an example of the ________ view.

ANS: youDIF: 5 REF: p. 111OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: “You will be pleased to know that your application has been approved” is an example of the “you” view.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Audience, Rhetorical considerations

17. They hired a female attorney for their class-action suit is an example of a sentence that shows __________ bias.

ANS: genderDIF: 5 REF: p. 112OBJ: 4-5 TYPE: ApTOP: Writing Process Phase 1: AdaptNOT: “They hired a female attorney for their class-action suit” is an example of a sentence that shows gender bias. The word “female” should be removed.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Audience, Rhetorical considerationsAAC: Tier 2—Diversity; Tier 2—Gender differences

18.Technical or specialized terms that are used by and familiar to professionals in a particular field such as insurance, law, or medicine are called __________.

ANS: jargonDIF: 1 REF: p. 115OBJ: 4-5 TYPE: DefTOP: Writing Process Phase 1: Adapt NOT: Jargon describes technical or specialized terms within a field.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion


AAC: Tier 1—Communication; Tier 2— Rhetorical considerations

19. Business communicators should be especially careful when their messages involve _____________, safety, marketing, human resources, and copyright law.

ANS: investmentsDIF: 3 REF: p. 116 OBJ: 4-6 TYPE: ConTOP: Adapting to Legal ResponsibilitiesNOT: Business communicators should be especially careful when their messages involve investments, safety, marketing, human resources, and copyright law.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Rhetorical considerationsAAC: Tier 1—Ethics: Tier 2—Application

20. The word _______ refers to “the right to copy,” and is a key provision is fair use.

ANS: copyrightDIF: 3 REF: p. 117 OBJ: 4-6 TYPE: ConTOP: Adapting to Legal ResponsibilitiesNOT: The word copyright refers to “the right to copy,” and is a key provision is fair use.AAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Ethics: Tier 2—Personal, corporate, legal, ethical responsibilities


ESSAY

1. How is business writing different from academic writing?

ANS: Student answers will vary.Business writing differs from academic writing in a number of ways. In academic compositions and term papers, writers often focus on discussing their feelings or displaying their knowledge. Professors usually want to see students’ thought processes, and they want assurance that student have internalized the subject matter. Professors may also demand that students meet a minimum word count. Business writers, however, have different goals. In preparing business messages and oral presentations, writers find that their writing needs to be four things:

a. Purposeful: Business communicators write to solve problems and convey information.b. Persuasive: You want your audience to believe and accept your message.c. Economical: Ideas in business messages should be presented clearly but concisely.d. Reader-Oriented: Problems should be considered from the reader’s perspective, not the writer’s.

Furthermore, business writers do not try to dazzle readers with their extensive knowledge, powerful vocabulary, or graceful phrasing. The goal in business writing is to express rather than impress. In many ways, business writing is easier than academic writing, yet it still requires hard work, especially from beginners.

DIF: 5 REF: pp. 101-102 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyAAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

2. List the three steps of the 3-x-3 writing process and briefly describe what occurs during each phase.

ANS: Student answers will vary.1) Phase 1 (Prewriting): During Phase 1 of the writing process, the business writer will analyze the purpose of the message, profile the audience, and choose the communication channel.2) Phase 2 (Writing): During Phase 2 of the writing process, the business writer will conduct necessary research, decide on an organizational format, and write the rough draft.3) Phase 3 (Revising): During Phase 3 of the writing process, the business writer will edit the rough draft and evaluate it for effectiveness.

DIF: 5 REF: pp. 102-103 OBJ: 4-1 TYPE: ApTOP: Approaching the Writing Process SystematicallyAAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

3. List five communication channels and describe when each would be most appropriate.

ANS: Student answers will vary but should include five of the following.


1) Blog: When one person needs to present digital information easily so that it is available to others.2) E-mail: When you need feedback but not immediately. Insecurity makes it problematic for personal, emotional, or private messages.3) Face-to-face conversation: When you need a rich interactive medium. Useful for delivering persuasive, bad news, and personal messages.4) Face-to-face group meeting: When group decisions and consensus are important. Inefficient for merely distributing information.5) Fax: When your message must cross time zones or international boundaries, when a written record is significant, or when speed is important.6) Instant message: When you are online and need a quick response. Useful for determining whether someone is available for a phone conversation7) Letter: When a written record or formality is required, especially with customers, the government, suppliers, or others outside an organization.8) Memo: When you want a written record to clearly explain policies, discuss procedures, or collect information within an organization.9) Phone call: When you must deliver or gather information quickly, when nonverbal cues are unimportant, and when you cannot meet in person.10) Report or proposal: When you are delivering complex data internally or externally11) Voice mail message: When you wish to leave important or routine information that the receiver can respond to when convenient.12) Video or teleconference: When group consensus and interaction are important but members are geographically dispersed.13) Wiki: When digital information must be made available to others. Useful for collaboration because participants can easily add, remove, and edit content.

DIF: 5 REF: pp. 107-108 OBJ: 4-2 TYPE: ApTOP: Adapting and Altering the Writing ProcessAAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Patterns

4. When profiling your audience, what type of questions should you ask about your primary audience? What types of questions should you ask about your secondary audience? List three of each.

ANS: Student answers will vary but should include three in each of the following categories:1) Questions to ask about primary audience:Who is my primary reader or listener?What is my personal and professional relationship with that person?What position does the individual hold in the organization?How much does that person know about the subject?What do I know about that person’s education, beliefs, culture, and attitudes?Should I expect a neutral, positive, or negative response to my message?2) Questions to ask about secondary audience:Who might see or hear this message after the primary audience?How do these people differ from the primary audience?How must I reshape my message to make it understandable and acceptable to others to whom it might be forwarded?

DIF: 5 REF: p. 109 OBJ: 4-4 TYPE: Ap


TOP: Writing Process Phase 1: AnticipateAAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Communication; Tier 2—Audience

5. One of a business communicator’s primary responsibilities in writing for an organization is to avoid language that could result in possible lawsuits, many of which center on the use and abuse of language. Business communicators must be especially careful when their messages involve any of five areas. List these five areas and give advice for communicating in each.

ANS: Student answers will vary.1) Investments: Writers describing the sale of stocks or financial services must follow specific laws written to protect investors. Any messages—including e-mails, letters, newsletters, and pamphlets—must be free from misleading information, exaggerations, or half-truths.2) Safety: Manufacturers are obligated to warn consumers of any risks in their products. These warnings must do more than suggest danger; they must also clearly tell people how to use the product safely. In writing warnings, concentrate on major points. Omit anything that is not critical. In the work area, describe a potential problem and tell how to solve it. Clearly written safety messages use easy-to-understand words, and technical terms are defined. Effective safety messages also include highlighting techniques, such as using headings and bullets.3) Marketing: Sales and marketing messages are illegal if they falsely advertise prices, performance capability, quality, or other product characteristics. Marketing messages must not deceive the buyer in any way.4) Human Resources: When evaluating employees in the workplace, avoid making unsubstantiated negative comments. It is also unwise to assess traits because they require subjective judgment. Concentrate instead on specific incidents. Give recommendations only when the former employee authorizes the recommendation and when you can say something positive. Stick to job-related information. Statements in employee handbooks also require careful wording because a court might rule that such statements are “implied contracts.”5) Copyright: The Copyright Act of 1976 protects authors—literary, dramatic, and artistic—of published and unpublished works. The word copyright refers to the “right to copy,” and a key provision is fair use. Under fair use, individuals have limited use of copyrighted material without requiring permission. Business communicators should use the four-factor test to determine whether than can legally use material.

DIF: 5 REF: pp. 116-118 OBJ: 4-6 TYPE: ApTOP: Adapting to Legal ResponsibilitiesAAC: Tier 1—Reflective Thinking; Tier 2—AnalysisAAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical considerations

bcpp6e tb ch04

Documents

upcoming training session

energy usage immediately

tier 1reflective thinking

companys letterhead stationery

tier 2rhetorical considerations

stock option plan

online ordering experience

emphasizing receiver benefits