商务沟通Sample Test.doc

Sample Test

1. True-False (1*15 = 15p)

Circle T or F on this sheet.

1. Communication is best defined as the transmission of information and meaning from one individual or group to another. 1. T F

2. Although North Americans emphasize group- and team-oriented values, other cultures value individualism and personal responsibility. 2. T F

3. Because revising is the most important phase of the writing process, you should plan to spend the most time in this phase. 3. T F

4. Since writers today expect rapid responses, their channel of choice for most workplace communication is instant messaging. 4. T F

5. Because your goal is to communicate clearly, you’re better off limiting your sentences to about 20 or fewer words. 5. T F

6. One important function of e-mail is exchanging information within organizations. 6. T F

7. Including a subject line in your e-mail message or memo is optional because the message is usually short. 7. T F

8. To register a serious claim, you should always write a letter. 8. T F

9. When explaining compliance in the body of an adjustment letter, you should avoid words such as regret, misunderstanding, and unfortunately. 9. T F

10. Placing the reasons before the bad news improves the chances that the reader will accept and understand the bad news. 10. T F

11. The first step in preparing a report is to begin writing immediately so that you can quickly capture your best ideas. 11. T F

12. Report headings should demonstrate parallel construction. 12. T F

13. If you are worried about plagiarizing from your source, you can avoid the problem if you retain the grammatical structure of the original but replace words with synonyms. 13. T F

14. A presentation conclusion has one purpose: to summarize your key points. 14. T F

15. Even if you have submitted a résumé and cover letter, some organizations will require you to fill out a job application form. 15. T F

2. Multiple-Choice (1*15 = 15p)

Write the appropriate answer in the blank.

1. Many business today are flattening their management hierarchies. This flattening means that
a. information must flow through more layers of management.
b. it takes longer to make decisions.
c. management hierarchies are more authoritarian than ever before.
d. employees at all levels need excellent communication skills. 1. ____

2. The communication process begins when
a. a message is put into words.
b. a message is sent over a communication channel to a receiver.
c. the sender has an idea.
d. the receiver actually receives the message and decodes it. 2. ____

3. During the prewriting phase of the writing process, you should
a. research and organize background information.
b. compose the document using precise and concrete language.
c. analyze the audience for and the purpose of the message.
d. evaluate the effectiveness of your message. 3. ____

4. Collecting information before beginning to compose assists the writer in
a. shaping the message.
b. identifying transitional expressions.
c. developing a sprint writing technique.
d. creating unified sentences and coherent paragraphs. 4. ____

5. Which of the following sentences avoids noun conversion?
a. Your supervisor must give approval of all capital budget purchases.
b. The committee worked on the establishment of a fund for scholarships.
c. The benefits committee will be responsible for the acquisition of an endowment.
d. The scholarship committee approved the plan. 5. ____

6. Which of the following e-mail subject lines would be most effective?
a. Greetings!
b. Our next regularly scheduled meeting of the Task Force will be held on March 18.
c. Task Force Meeting March 18
d. IMPORTANT! Open Immediately. 6. ____

7. Which of the following openings is most appropriate for a simple claim request letter?
a. We’ve been buying items from you on eBay for three years, and we’ve always been pleased with your merchandise in the past.
b. On August 14 we received a shipment containing the jewelry on which we won the bid on August 1 (Item No. 544558-15454).
c. Please send me an 18-inch herringbone sterling silver chain to replace the enclosed broken one I received on August 14.
d. I was extremely disappointed to receive a broken 18-inch sterling silver herringbone chain in my most shipment. 7. ____
8. You have decided to ask your supervisor to authorize the purchase of Blackberry e-mail devices for you and other members of the sales force. The most important thing for you to include in your persuasive request is
a. a clear explanation of how you will benefit from the purchase.
b. an appeal to your supervisor’s emotions.
c. clear documentation, including facts, figures, and evidence.
d. the appearance of the Blackberry e-mail devices. 8. ____

9. When sending a negative message, you should generally use
a. the indirect strategy.
b. the direct strategy.
c. an e-mail message.
d. your best stationery. 9. ____

10. Which of the following is the best advice to follow when explaining bad news?
a. Because it’s important for the reader to understand the reasons behind the bad news, it’s acceptable to cite confidential reasons.
b. It’s best to include a statement that says the bad news results from company policy. Most readers will understand this explanation.
c. The explanation should always follow the bad news so that the reader will better understand it.
d. An effective explanation shows the reader how someone or something else will benefit. 10. ____

11. After analyzing your audience, you have decided that audience members will be uninterested in your topic. What delivery style should you use?
a. You should be warm, pleasant, and open and use a lot of eye contact and smiles.
b. You should be calm and controlled, and you should speak evenly and slowly.
c. You should be controlled and do nothing showy; you should use confident, small gestures.
d. You should be dynamic and entertaining, use large gestures, and move around. 11. ____

12. Which of the following statements about professional oral presentations is most accurate?
a. Speaking skills are not useful for entry-level employment but are essential for promotions.
b. Opportunities to make oral presentations are increasing, even for nonmanagement employees, in today’s workplace.
c. Technical skills guarantee success, but oral presentation skills enhance that success.
d. Oral presentations in the workplace are made only to influence or motivate action. 12. ____

13. Because they create dynamic, colorful presentations, the visual aid that is the business standard for presenting, defending, and selling ideas is
a. overhead transparencies.
b. flipcharts.
c. multimedia slides.
d. handouts. 13. ____

14. Which of the following statements about the changing nature of jobs in today’s workplace is most accurate?
a. Following the downsizing in recent years, companies are now employing more people in permanent positions.
b. Work is typically outsourced to a group from or subsidiary of the same company.
c. Jobs are becoming more flexible and less permanent.
d. Although once popular, telecommuting is decreasing in popularity. 14. ____

15. Having submitted several job applications, Thomas is an active job seeker. Which of the following is the best advice for Thomas?
a. Inform your children or roommates that they must answer the phone promptly to avoid missing any job calls.
b. Stop using voice mail to screen calls because employers are likely to find voice mail unprofessional.
c. If you put your cell phone number on your application, answer the cell phone only if your location is appropriate.
d. If you use an answering machine, have someone with a clear, professional speaking voice record your outgoing message. 15. ____

3. Short-Answer Questions (5*11 = 55p)

1. List and describe three forms of hiring/replacement interviews.

Students should list three of the following:
a. one-on-one interviews
b. panel interviews
c. group interviews
d. sequential interviews
e. stress interviews

2. Revise and improve the following sentence:
There are many managers who help employees make improvement in their communications skills.

Many managers help employees improve their communications skills.

3. Define success story as it is used in an interview and provide an example of a success story.

A success story is a specific example of an educational or work-related experience that demonstrates a skill, accomplishment, or achievement. Success stories are prepared in advance of an interview so that the candidate can effectively respond to challenging interview questions. Examples will vary.

4. What is a functional résumé and how is it advantageous to recent college graduates?

A functional résumé lists skills gleaned from all sources, including work, education, and hobbies. It deemphasizes work history. This résumé style works well for recent college graduates because it focuses attention on what the candidate can do for an employer rather than on the candidate’s limited work experience.

4. Composition (15p)

Information Report: Describing Your Job
Select a position you now hold or one that you have held in the past. If you have not been employed, choose a campus or professional organization to which you belong.

Your task: Write an information report describing your employment. As an introduction describe the company and its products, services and location. As the main part of the report, describe your position, including its tasks and the skills required to perform these tasks. Summarized by describing the experience you gained. Your letter report should be 300 words long and addressed to your instructor.

Justification/Recommendation Report: Solving a Campus Problem
In any organization, room for improvement always exists. Your college campus is no different. You are asked to identify problems and suggest solutions.

Your task: investigate a problem on your campus, such as slow registration, poor class schedules or inefficient bookstore. Develop a solution to the problem. Do not attack existing problems; instead, strive for constructive discussion and improvements. Write a justification/recommendation report in memo format. Your memo report should be 300 words long. Address your report to the college president.

Feasibility Report: Improving Employee Fitness
Your company is considering ways to promote employee fitness and morale.

Your task: Select a possible fitness program that seems reasonable for your company. Consider bowling teams, a basketball league, lunchtime walks, company-sponsored health club memberships, nutrition programs, and so on. Assume that your supervisor has tentatively agreed to one of the programs and has asked you to write a memo report investigating its feasibility. Your memo report should be 300 words long.
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