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Chapter 4—Preparing Spoken and Written Messages

TRUE/FALSE

     1.   Business writers normally use active voice more frequently than passive voice because active voice conveys ideas more vividly.

     2.   Slow, deliberative writing is recommended when drafting a business message.

          

     3.   Passive voice is used in the following sentence: “The stockholders read the annual report.”

     4.   Active voice is used in the following sentence: “The report on current fundraising efforts was made available to the committee.”

     5.   The imagery in a passive voice sentence is less distinct than it would be if the sentence was in active voice.

     6.   To emphasize a word or an idea, position it first or last in a sentence, clause, paragraph, or document.

     7.   All sentences in a business message should be of approximately the same length.

     8.   For emphasis, one should place an idea in an independent clause; for de-emphasis, place an idea in a dependent clause.

     9.   In the sentence “Even though your work was late, we completed the project on time,” the negative information is in a de-emphasized position.

          

   10.   Writer’s pride of ownership is a desirable characteristic that results when the business writer takes sole responsibility for checking the accuracy of material he/she has written.

   11.   Bullets are usually preferred over numerals in a document list unless sequence is important.

   12.   Chunking breaks text down into blocks of information, introduces reader-friendly white space, and increases retention by as much as 50 percent.

   13.   Bulleted lists are inappropriate in business writing because they are too casual.

   14.   Writing a message with a reading index appropriate to the audience guarantees that the message will be understood.

   15.   Talking headings recap the information presented in the preceding paragraph.

   16.   Placing a border around a paragraph sets the text apart while adding shading inside a box gives it greater impact.

   17.   An effective writer should try to write at the exact grade level of the receiver.

   18.   The readability level of a passage is affected by the length of the sentences and difficulty of the words.

          

   19.   Grammar and style checkers in word processing programs replace the need for a human editor.

   20.   Using profanity on the job may be offensive to some or viewed as creating a hostile working environment.

   21.   Cliches are handy verbal shortcuts that should be used whenever possible to shorten business messages.

   22.   Avoiding the use of the second person and using subjunctive mood are two writing techniques that worsen the tone of a negative idea.

   23.   The use of doublespeak may be either deliberate or unintentional.

   24.   The use of euphemisms eliminates the need to use negative terms that may suggest unpleasant ideas.

   25.   Using bias-free language permits the receiver to focus on your message rather than raising serious questions about your sensitivity.

   26.   The first step in proofreading a document that you have word processed is to use the spell check.

   27.   When proofreading, reading a document from right to left is recommended because it helps the writer focus on individual words and spacing elements within the text.

MULTIPLE CHOICE

     1.   Generally, when writing a first draft, you should

a.	write slowly and deliberately, trying not to make mistakes.
b.	write intermittently as you think of new ideas.
c.	write rapidly with the intent to fix mistakes during the editing process.
d.	write over a period of days to maximize creativity.

     2.   Techniques to emphasize important ideas include which of the following?

a.	Repetition
b.	Passive voice
c.	Inductive order
d.	All of the above

     3.   “When you complete the assignment” is an example of

a.	an independent clause.
b.	a dependent clause.
c.	passive voice.
d.	deductive statement.

          

     4.   Which of the following sentences is most emphatic?

a.	Brent works with customers daily.
b.	Although he works with customers on a daily basis, Brent would prefer focusing on his administrative duties.
c.	Brent works with customer’s daily, but he would prefer focusing on his administrative duties.
d.	Despite his other preferred duties, Brent works with customers daily.

          

     5.   “The training session was worthwhile; it was worthwhile because employees learned to do the task correctly.” is an example of which of the following techniques used for emphasis?

a.	Position
b.	Repetition
c.	Words that label
d.	Passive voice

          

     6.   Which of the following sentences illustrates passive voice?

a.	The clerk made five errors.
b.	Susan had been in sales for five years.
c.	She asked for an adjustment.
d.	The report was completed by the entire team.

     7.   Which of the following is NOT a technique for linking sentences?

a.	Repeat a word used in a preceding sentence.
b.	Use a pronoun representing a noun from the preceding sentence.
c.	Use the passive voice.
d.	Use connecting words.

     8.   In a document that follows the deductive pattern, the topic sentence

a.	precedes the details.
b.	comes after the details.
c.	contains the details.
d.	leaves out any details.

     9.   Which of the following is NOT a technique for achieving coherence?

a.	Repeat a word used in a preceding sentence.
b.	Use a pronoun to represent a noun from the preceding sentence.
c.	Use connecting words.
d.	Use active voice.

   10.   Providing for coherence means

a.	using writing techniques that provide conciseness.
b.	using various techniques to link ideas together.
c.	varying the length of sentences and paragraphs.
d.	selecting words that indicate the communicator’s wide vocabulary.

   11.   In which situation would a communicator use an inductive outline?

a.	To explain how to get optimum performance from a smart phone
b.	To outline procedures for logging into a network
c.	To tell employees that a two-week furlough is necessary for all employees.
d.	To respond positively to a request to replace a defective treadmill

   12.   Which of the following is NOT appropriate advice for effective revising and proofreading?

a.	Attempt to see things from your reader's perspective rather than from your own.
b.	Revise your documents until you cannot see any additional ways to improve them.
c.	Remember that allowing others to proof your work is not helpful because you are the best judge of the accuracy of your writing.
d.	All of the above are appropriate advice.

   13.   Which of the following is NOT an effective attitude when revising and proofreading documents?

a.	The perspective of the audience is not as important as the writer’s viewpoint.
b.	Proofreading and revising documents is essential to good writing.
c.	Other people can often make suggestions for improving one’s writing.
d.	Spell check cannot catch all errors.

   14.   Enumerated or bulleted lists

a.	should be placed only in an appendix section of a business document.
b.	detract from the flow of the written message.
c.	can be used to add visual impact to items in a series.
d.	result in too much wasted white space in a business document.

   15.   Which of the following is true of text chunking in documents?

a.	Enumerated lists decrease visual attention given to paragraphed material.
b.	Numerals are generally preferred over bullets.
c.	Chunking makes the page look more organized and increases retention by 50 percent.
d.	Placing a number, letter, or bullet before elements in a series reduces readers’ attention to material.

   16.   Which of the following is an example of effective use of an enumerated list?

a.	Three supervisors will travel to Orlando. They are: 1. Bob, 2. Larry, and 3. John.
b.	Our company should provide access to the security system to all managers because: 1. Most managers have keys and will be entering the building during times when no one from the security office is available to disarm the system. 2. Managers should be able to allow other employees into the building. 3. Managers would see the trust our company has in them and that would help boost employee morale.
c.	When you are ready to log into the network, you should: 1. Double-click the network icon located in your desktop. 2. Type in your user ID and password in the boxes indicated. 3. Click OK. 4. Select the network drive you wish to access (e.g. X: Personnel). 5. Click OK.
d.	None of the above is an effective example.

          

   17.   Which is the BEST technique for emphasizing to stockholders the reasons for revenue increases?

a.	Place each reason in a separate paragraph.
b.	Place each reason in a short, separate line preceded by a bullet.
c.	Place all reasons in the first paragraph.
d.	Place all reasons in the final paragraph.

   18.   Hong’s memo that describes new steps for merchandise returns should include which of the following techniques for emphasis?

a.	Bulleted list
b.	Talking heads
c.	Numbered list
d.	Boxed text

          

   19.   Writer's pride of ownership refers to

a.	the writer's desire to assure the total accuracy of each document created.
b.	the reluctance many writers have in sharing their writing with others and accepting constructive criticism about it.
c.	the writer's reluctance to share privileged information with the reader.
d.	the fact that documents belong solely to the author, not the organization.

          

   20.   Roberto’s 10-page report on emerging international markets contains important information that needs emphasis for the readers. Which of the following techniques would LEAST improve the readability of the report?

a.	Enumerated or bulleted lists
b.	Major and minor headings that are equally emphasized.
c.	Tables and graphs
d.	Short talking headings

   21.   Which of the following is true of document headings?

a.	Readers are more motivated to pay attention to a document with headings than one without headings.
b.	Headings should not reveal the conclusions reached in the discussion.
c.	Major and minor headings should be formatted to receive equal attention.
d.	All of the above are true.

   22.   Which of the following is the most effective report heading?

a.	Quarterly Sales
b.	4th Quarter Sales
c.	4th Quarter Sales Exceed Predictions
d.	Sales

          

   23.   Which of the following is the MOST effective heading in a memo report to employees?

a.	Employee Benefits
b.	Benefits Will Undergo Radical Alterations in Forthcoming Fiscal Year
c.	Benefit Cuts
d.	How Do Benefit Changes Affect You?

          

   24.   In business documents, a general rule for readability is that paragraphs normally should be

a.	6 lines or less in length.
b.	7 to 12 lines in length.
c.	no longer than 20 lines.
d.	any desired length, as the number of lines is not important.

          

   25.   Which of the following sentences reflects the use of active voice?

a.	The new product line was developed by the Research and Development department.
b.	The secretary was promoted by her supervisor to an assistant position.
c.	The land developer signed the contract yesterday.
d.	It was determined that sales have fallen significantly.

   26.   Which of the following statements is FALSE concerning sentence and paragraph length in business writing?

a.	A two-word sentence is acceptable, as is a 60-word sentence, as long as the message is clear.
b.	While compound sentences should be used along with simple sentences, complex sentences should be avoided in business writing.
c.	The first and last paragraphs are typically shorter than other paragraphs.
d.	Paragraphs in business letters, memos, and e-mail messages are typically shorter than paragraphs in business reports.

          

   27.   Which of the following is FALSE concerning readability level?

a.	A readability level of 10 means that a person would need to be able to read at the tenth-grade level to understand the material.
b.	The two factors that affect the readability level are the number of words in the passage and the complexity of the sentences.
c.	Many word processing programs calculate readability measures automatically.
d.	The writer should use feedback on readability level to revise appropriately.

   28.   When writing a business message, you generally should generally

a.	write at the exact grade level of the receiver.
b.	manually calculate the readability level of every message.
c.	write well within the reading level of the audience.
d.	write what you need to say and not consider readability.

   29.   Which of the following is FALSE concerning writing analysis tools in word processing programs?

a.	Sentence fragments, passive voice, jargon, and clichés are some types of errors that can be detected.
b.	After reviewing a document, the program can generate the total word count, average sentence length, and readability measures.
c.	They flag potential errors and require the writer to accept or reject the change.
d.	Such programs eliminate the need for the reader to check a passage for grammatical correctness.

          

   30.   Which of the following is the MOST accurate statement concerning conciseness?

a.	To prepare a concise passage, include only those details that the receiver needs, and state those details in the fewest possible words.
b.	Conciseness means that the writer should use as few words as possible when composing a message.
c.	Conciseness results in weakly worded passages that indicate poor writing skills.
d.	Conciseness is not recommended in formal business documents, such as business reports, because full disclosure is needed in such situations.

   31.   Which of the following sentences illustrates passive voice?

a.	She served the customer the food.
b.	The food was served to the customer.
c.	The customer asked to change the order.
d.	You took the customer’s order.

   32.   To project a positive, tactful tone in a written message,

a.	rely only on positive words.
b.	compliment the receiver in the first and last paragraphs.
c.	avoid using second person when stating negative ideas.
d.	use active voice when conveying negative ideas.

   33.   Which of the following is an adequate reason for choosing passive voice?

a.	To emphasize the “you” focus
b.	To avoid assessing blame
c.	To make the sentence more emphatic
d.	To make the sentence more descriptive

   34.   Which of the following best describes the appropriate use of euphemisms?

a.	Eliminate euphemisms because people can recognize such expressions for what they are--unpleasant ideas presented with a little sugar coating.
b.	Avoid euphemisms with excessive sugar coating and those that appear sarcastic.
c.	Use euphemisms whenever possible because they show your attempt to be polite and positive.
d.	None of the above describes appropriate use.

   35.   The politician seeking re-election referred to the importance of “revenue enhancements” for providing additional community services. This is an example of

a.	Doublespeak or corporate speak
b.	Denotative meaning
c.	Cultural bias
d.	Emphatic tone

          

   36.   Which statement is true concerning connotative meaning?

a.	Connotative meaning is the literal meaning most people assign to a word.
b.	Connotative words help to build positive human relations.
c.	Connotations exclude the sender’s qualitative judgment.
d.	Connotations involve messages that are implied.

   37.   Which of the following demonstrates a proper sensitivity in wording?

a.	The black workers supply the manpower we need to get the task accomplished.
b.	It was time for the 62-year-old judge to leave his position.
c.	The administration has accepted six of the new executive's recommendations.
d.	Only the overweight customers remained at the buffet after the first hour.

          

   38.   Which is NOT recommended when communicating with or about people with disabilities?

a.	Because the elevator was installed for our handicapped employees and guests, all able-bodied personnel should use the stairs.
b.	The management of Crystal Oil Products has taken meticulous care to provide full access to all areas of the building for its less-fortunate employees and guests.
c.	Because company finances have been burdened to their limit, only the blind employees will have voice input installed on their computers.
d.	Personnel with vision impairments may request that voice input be installed on their computers.

          

   39.   Which of the following is NOT an effective way to revise and proofread your message?

a.	Proofread the messages as many times as necessary until you cannot see any additional ways to improve it.
b.	Allow someone else to read your message to judge its content, style, and accuracy.
c.	Look for receiver-centeredness in your message as part of the revising process.
d.	All of the above are appropriate advice.

   40.   Your team has completed its analytical report for presentation to the board of directors. Which of the following should be checked in the final proofreading of the report?

a.	Content, organization, and style
b.	Mechanics
c.	Format and layout
d.	All of the above

   41.   From a managerial point of view, which is the BEST advice?

a.	Leave proofreading to the administrative help.
b.	Spot check documents for accuracy before signing them.
c.	Read all documents carefully before signing them.
d.	Key your own documents, even if you have administrative help.

   42.   What proofreading procedure should Anthony use when proofreading a technical support manual?

a.	Proofread only once, thoroughly checking for errors of various types.
b.	Proofread twice, concentrating in the first pass on content errors and in the second pass on format errors.
c.	Proofread three times, concentrating on content, organization, and style in the first pass, on mechanical errors in the second pass, and reading from right to left on the third pass.
d.	Allow the computer to do the proofreading, as it is more thorough and accurate.

   43.   Visual enhancements in a business document

a.	are unnecessary when the writing is effective.
b.	distract from important information in long, complex documents.
c.	can be overused and create clutter.
d.	can be applied easily using word processing features.

   44.   Proofreading by reading a document aloud while another person verifies the copy is

a.	recommended for every business document.
b.	recommended for extremely important documents.
c.	recommended only when time permits.
d.	not recommended because it takes up two people’s time.

   45.   Final proofreading of an important business document should typically be done

a.	from the computer screen.
b.	from a draft paper copy.
c.	from a final copy on company letterhead.
d.	from an archive file copy.

          

SHORT ANSWER

     1.   Discuss why the effective business communicator should vary sentence and paragraph length.

          

     2.   List and briefly explain five visual enhancements a writer can use to draw attention to important information.

          

     3.   Explain the value of using the reading level feature when word processing a document.

     4.   How can proofreading be seen as an ethical responsibility of a communicator?

CASE

     1.   Email Request to Employees

Revise the following paragraph from an email message to employees. Focus on use of voice, appropriate sentence length, and word selection to make the passage effective.

With the approach of the end of this fiscal year, it has been recommended by our accountant that the monies allocated in the budget to capital equipment be used as soon as is expedient. Therefore, as has been our practice in the past, we are requesting that each of you compile a comprehensive detailed list outlining your requests for new equipment which you may have put on the back burner, so to speak. It would be appreciated if you could provide this information to me by the first of next week so that I can begin to process all orders prior to the expiration of the fiscal year. It is anticipated that a multitude of requests will be simultaneously submitted by departmental heads; it is highly probable that requests for equipment will be processed in the order received and delayed requests may not be funded. I sincerely appreciate your cooperation in our efforts to upgrade some of our capital equipment.

.

          

     2.   2. Revise for Visual Enhancements

Revise the following paragraph to add appropriate visual enhancements, such enumerations or bullets, headings, tables or graphs, and so forth.

TO:	John Henry, Personnel Director
FROM:	Lena Rose, Vice President
DATE:	April 29, 201x
SUBJECT:	EMPLOYEE COMMUNICATION

You will recall the recent survey we conducted to determine why so many of our workers leave our firm to take jobs elsewhere.  The analysis of the data gathered on employee terminations has been completed.  Our investigation resulted in two findings that are particularly noteworthy.  Most workers who leave our firm to work elsewhere do not leave because they believe they are poorly paid.  Their primary complaint is that they did not have satisfactory working relationships with their supervisors while working for us.  The need for better communication throughout our work force is clear.  Accordingly, the following steps will be taken to meet this important need.  All supervisors will interview their subordinates once each quarter rather than once each year, as in the past.  Also, seminars in management communication skills will be provided for all supervisors and department heads to help them develop more effective communications techniques.  We believe these efforts will open channels of communication among our employees and eliminate most of the frustration revealed by former workers in our recent survey.  We have also designated an employee-relations officer to personally deal with worker complaints of a particularly serious nature.  Finally, a company newsletter will be published monthly to provide an opportunity for employees to express their views publicly and to improve the flow of information throughout the firm.  Appointments to the newsletter staff will be announced shortly. 

These changes will go into effect only July 1 and will be officially announced to all employees the previous week in the first edition of the newsletter.  We believe these initiatives will be effective in our efforts to improve communications among employees, upgrade worker morale, and reduce the firm’s costly and disruptive employee turnover problems.  We will need your support as well as that of other first-level officers if the desired results are to be obtained in this undertaking.  Feel free to make suggestions or recommendations that you believe may be helpful.  We are hopeful that these changes will be well received by employees at all levels.