Chapter 1 - Communication as a Process
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1.
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The communication process does not include:
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  Encoder
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Sender
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Reporter
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Decoder
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2.
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________________ is the process of interpreting a message.
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Decoding
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Feedback
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Encoding
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Transmitting
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3.
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Douglas MacGregor is associated with:
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Theory A Theory B
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Theory X Theory Y
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Theory X Theory Z
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Theory M Theory N
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4.
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_________ is not one of Abraham Maslow’s sequences of needs.
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Professional needs
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Ego needs
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Social needs
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Physiological needs
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Chapter 2 - Choosing Appropriate Words
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5.
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Kinesic (non verbal) messages are not conveyed by
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6.
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Messages in letters that we pick up ”between the lines” are
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Meta communication
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Telecommunication
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Social communication
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ESP
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7.
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Superlatives do not include
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Youngest
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Worst
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Oldest
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Elder
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8.
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Which one of the following is not a redundant expression
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Routine, usage
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Exact, same
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Full, complete
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Basic, fundamental
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9.
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An example of a meta-communication is:
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Wink
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ôI hope you will be promptö
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Frown
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Smile
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10.
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An example of words that does not waste time and distort the meaning includes:
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Promulgate, masticate
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Aware, show
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Ameliorate, cognizant
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Modification, accomplished
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Chapter 3 - Writing Effective Sentences
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11.
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Which of the following is not a type of sentence?
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Naive
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Simple
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Complex
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Compound
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12.
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Subjunctive mood suggests the following conditions except
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Doubt
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Supposition
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Probability
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Fact
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13.
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_________________ is not passive mood
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The truck was driven
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The pen was empty
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The papers will be signed
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The man drove the truck
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14.
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For business writing, average sentence length should be
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Between 16 and 22 words
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Between 6 and 10 words
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Between 35 and 40 words
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Between 2 and 4 words
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15.
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If a portion of a sentence is not properly attached to the rest of the sentence it is said to be
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Expletive
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Dependent
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Irregular
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Dangling
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16.
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In a letter, report, or speech a central idea refers to all except
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Thesis
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Theme
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Central idea
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Conclusion
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Chapter 4 - Writing Paragraphs and Compositions
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17.
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Which of the following statements is true?
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A topic sentence (major idea of a paragraph) is preferably placed about the middle of the paragraph
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In letters, paragraphs are normally shorter than in reports
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When a paragraph is written to persuade, the arrangement should be deductive
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In reports, the paragraphs should contain no more than ten lines and no fewer than eight
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Chapter 5 - Planning Messages for Reader Reaction
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18.
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Planning a message does not include
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Designing to convey the right message
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Writing for the right purpose
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Evoking an emotional reaction
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Making sophisticated sentences
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Chapter 6 - Writing About the Routine and the Pleasant
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19.
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Types of business writing problems do not include
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Claim letter
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Credit letter
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Social letter
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Order letter
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20.
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A letter that asks for a refund or replacement or exchange is defined as:
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Credit letter
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Claim letter
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Order letter
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Request letter
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Chapter 7 - Writing About the Unpleasant
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21.
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Types of letters about the unpleasant do not include
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Adjustment refusals
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Credit refusal
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Order refusal
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Legal refusal
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22.
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In writing about an unpleasant message it is best to:
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Talk about something only remotely related to the subject
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Provide reasons first to clarify the explanation before presenting the unpleasant idea
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Give an elementary lecture
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Employ a strong resale pitch at the beginning
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Chapter 8 - Writing to Persuade
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23.
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Which of the following is TRUE regarding a sales letter?
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The task of the first sentence of a sales letter is to introduce the proposal.
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Before writing a sales letter, the writer needs to become familiar with the product and competing products.
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ôWe shall expect a response from youö is a commendable sentence for encouraging action.
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In sales letters, general words are more useful than specific words.
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24.
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A message that attempts to change an audience's attitudes, beliefs, or actions is a(n) ________ message.
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Routine.
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Negative.
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Persuasive.
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Positive.
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25.
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Which of the following statements is TRUE?
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The central selling point can be either an outstanding feature of a product or an advantage a reader gains by using the product.
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Language that is specific, concrete, and objective is less effective than language that is general, abstract, and subjective.
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The price of a product should be introduced early in the letter.
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The price of a product should be presented in a short, simple sentence.
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26.
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Various techniques in getting attention include all except
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A solution to a problem
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An insult
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A bargain
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A proverb
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27.
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A letter to a delinquent debtor does not appeal to
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Fair play
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Violence
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Pride
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Fear
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Chapter 9 - Writing Special Letters
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28.
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Which of the following is FALSE?
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Letters of introduction are developments of social and business courtesy.
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The technique of placing the inside address at the bottom of the informal letter helps remove the aura of a routine business letter.
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Handwritten acknowledgments indicate informality.
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Letters of sympathy should be handwritten. This extra effort indicates the genuineness of the sympathy expressed.
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29.
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Writing special letters does not include
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Condolence of sympathy
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Congratulations
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Product orders
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Resignations
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Chapter 10 - Preparing Personal Resumes
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30.
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A person who deserves a job should be able to answer all except:
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Do I want to work
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Can I do something specific
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Would I be loyal
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Would I be uncooperative
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31.
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A resume should not include
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Education
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Unrelated experiences
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Work-related experiences
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Personal information
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Chapter 11 - Writing Application Letters
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32.
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The application letter is used to sell your merits by:
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Sounding humble
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Getting attention and interest
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Repeating resume information
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Copying a letter written by some other person
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33.
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From the applicant’s point of view, the unsolicited application letter also has advantages except:
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Increases the job selection for the applicant
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It does not assist in getting a better job
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Meets with less competition
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Could create a job position for the applicant
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34.
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Which of the following statements is true?
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The application letter follows the same sequence-of-idea pattern as does the sales letter
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The application letter should repeat information presented on the resume
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An applicant should state specifically ôPlease consider me an applicant for the positionö
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Firms normally resent applications for jobs that have not been advertised
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35.
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In application letters some attention getters include all the following except:
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Ask for action: Please consider me for the position
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Present outstanding qualifications
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Describe and match your education and experience to the job requirements
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Use the name of someone in the organization
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36.
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An example of a letter that turns down a job is:
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Job-inquiry letters
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Job-refusal letters
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Job-acceptance letters
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Application follow up letters
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Chapter 12 - Business Reports and Research Methods
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37.
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Commonly used research methods do not include
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Experimental research
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Observational research
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Normative survey research
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Diligent research
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38.
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__________ is not part of the report outlining process.
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Opinion
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The problem
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Method used
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Findings
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39.
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Logical steps in problem solving include all except
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Recognize and define the problem
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Select a method of solution
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Speculate on outcomes
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Collect and analyze data
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40.
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_____________ should not be on the title page of a report.
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The title
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Identification of authority
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Identification of preparer
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Page number
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41.
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___________________ is not a search engine:
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Google
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Ask Yourself
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Bing Search
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Yahoo
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42.
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A method used to determine the status of something which describes norms or standards is:
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Library research
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Experimental research
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Normative survey research
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Observation research
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43.
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Common errors by researchers in collecting and organizing information can include all the following except:
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Follow a step-by-step plan
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Trying unconsciously to make the results conform to the predicted or desired results
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Attempting to compare when commonality is absent
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Assuming a cause-effect relationship when one does not exist
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Chapter 13 - Organizing Reports
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44.
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The normal order of the report outline process follows steps that include the following numerical order: 1) Recognize and define the problem; 2) Select a method; 3)Recommendations and conclusions; 4)Findings
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1, 2, 4, 3
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1, 3, 2, 4
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3, 1, 4, 2
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1, 2, 3, 4
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45.
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The outline symbols developed by Dewey and used in most libraries including the Library of Congress consists of:
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Alphabetic symbols
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Decimal symbols
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Roman numeral symbols
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Alphanumeric symbols
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46.
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The formal report may include the following parts except for:
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Letters of transmittal
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Title page and content page
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Synopsis of summary, body, and addenda
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Statistical software
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47.
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Evidence that lends credibility to a report is included in the:
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Transmittal letter
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Synopsis of the summary
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Addenda
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Title page
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48.
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Business report charts do not include
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Pie charts
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Candlestick charts
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Bar charts
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Line charts
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Chapter 14 - Using Graphics in Reports
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49.
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A visual display of quantitative data in two or more columns is:
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50.
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A graphic technique that dramatizes quantity comparisons through the use of pictures of cars, people or dollars is:
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Bar chart
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Pictograms
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Pie charts
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Line charts
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Chapter 15 - Writing the Report
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51.
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Which of the following statements is true?
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Using personal pronouns is taboo in all formal report writing
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ôBill wrote to Bobö is an active-voice revision of ôBob received a letter from Bill.ö
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ôThe writer discoveredàö is a satisfactory revision of ôI discoveredàö to eliminate the use of ôI.ö
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ôNotice the chart on page 15 whichàö has an implied subject for the verb ônoticeö and is written in passive voice.
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52.
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When writing the business report in an impersonal style you should try to avoid:
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Nouns
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Adjectives
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First-person pronouns
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Verbs
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53.
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Reports usually involve some kind of actions, suggesting the use of the active voice. An example of active voice is:
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The contracts were reviewed by the attorney.
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The attorney reviewed the contract.
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The contract was signed by the judge.
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The contract was approved by both the attorney and the judge.
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54.
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Which of the following statements is true?
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The following statement is an effective definition: Salesmanship is when one person convinces another of the need for a product or service
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ôPublic Undecided on Strip Miningö would be a satisfactory talking heading for a section of a report containing data on a consumer poll which showed that 30 percent of those polled favored permission to strip mine coal, 40 percent were opposed, and 30 percent were undecided
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First-degree headings should always be centered on the page and second-degree headings placed on the margin a double space above the narrative.
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Repetition of an idea without repeating key words is the best way to achieve transition.
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Chapter 16 - Finishing the Report
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55.
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______________ is not part of a business plan.
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A summary of product or service
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Company background
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Management
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Influence
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56.
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Objective writing is not characterized by:
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Use of inferences
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Avoidance of emotional terms
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Use of unsolicited judgments
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Recognition of assumptions
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57.
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Words that are frequently used by good writers to reveal the degree to which they are to stand behind their findings are:
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Judgments
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Assumptions
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Weasel words
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Opinions
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58.
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_____________ is not a generally accepted method of documentation:
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Footnotes
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Internet sources
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Bibliographies
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Textual references to sources
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Chapter 17 - Preparing Memorandums and Short Reports
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59.
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Reports should be
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Emotional
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Objective
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Opinionated
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Judgmental
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60.
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Which one of the following is not a short-report characteristic?
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Flow downward
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Flow upward
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Stress objectivity
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Small readership
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61.
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Which of the following is TRUE?
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Memorandums should be written and planned in the same way letters are rather than follow report methods.
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In an inductively organized memorandum, the first paragraph serves the different purpose as an introduction section of a report.
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In a deductively organized memorandum, the first paragraph serves the different purpose as a summary serves at the beginning of a formal report.
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Memorandums and short reports differ in degree of subject complexity, reader needs, and ultimate use; a true distinction is often difficult.
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62.
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Some characteristics of business reports such as the memorandum will include all the following characteristics except:
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The reports flow downward from higher authorities
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The reports stress objectivity, planning and organization
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The reports are written for small readership often one
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The reports follow problem-solving steps.
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63.
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Memorandums are characterized by:
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They flow upward to higher authorities
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They stress objectivity and attention to planning and layout
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They flow in various directions
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They are usually written for small readerships, often one person
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64.
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The simple short business report usually differs from a memorandum by:
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Use of a standard address: FROM: and TO:
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Use of a subject: and date heading
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Normally requires a rough draft prior to a final version
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Flows from bottom to top or any other direction
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Chapter 18 - Listening and Making Oral Presentations
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65.
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Effective listening does not include:
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Watch the speaker
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Listen between the lines
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Think along with the speaker
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Think of what your response will be
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66.
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Which of the following statements is true?
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Listening is our most frequently used communicative skill
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The ear is the key instrument in effective listening
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The speed at which oral messages are delivered would not be a factor in listening if people would slow down their speaking rate
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Speakers have nothing to do with activating bad listening habits
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67.
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The key instrument in effective listening is:
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The ear
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The eyes
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The mind
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The speed
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68.
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Public speakers normally use one of four styles such as when a speaker is called on to speak but has no forewarning. That is:
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Written-and-read
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Impromptu
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Memorizing
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Extemporaneous
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Chapter 19 - New Technology in Business Communication
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69.
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______________________ is not an example of social networking sites:
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Facebook
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Wiki
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Twitter
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LinedIn
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70.
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________ technologies can convey nonverbal subtleties such as facial expressions and hand gestures and enable realistic conferences in which participants thousands of miles apart almost seem to be in the same room.
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Telepresence
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Whiteboard
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Internet
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Teleconferencing
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71.
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Financial or money blogs do not include
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www.seekingalpha.com
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www.pfblog.com
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www.fivecentnickel.com
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www.msn.com
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72.
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Matthew has discovered a production problem that will cause this month’s shipments to be a few days late. Because his Asian customers will need to know about this problem right away, Justin should
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Write a letter
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Send a memo
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Send an e-mail message
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Post a blog
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73.
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__________________ is not a GSS software package.
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Collabra Share
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Access
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OpenMind
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TeamWare
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74.
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What allows two or more people to engage in online, interactive “conversation” over the Internet?
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Content streaming
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E-mail
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Chat room
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Hypermedia
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Chapter 20 - Appendix
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75.
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E-mails can be divided into three parts:
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Introduction, body, closing
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Purpose, methodology, proposed action
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Greeting, body, conclusion
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Introduction, methods, proposal
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