Chapter 3—Planning Spoken and Written Messages
TRUE/FALSE
1. Appropriate channel selection is dependent on the purpose of your message.
ANS: T PTS: 1 DIF: Fact REF: p. 77 OBJ: 3-1 NAT: AACSB Communication: Strategy
2. Perception is limited by previous experiences and attitudes toward the sen...
1. The standard paper size for business documents is consistent around the world.
ANS: F PTS: 1 DIF: Fact REF: p. A-2
NAT: AACSB Communication: Style|AACSB Diversity|AACSB Communication: Style
2. A watermark on business stationery detracts from the impression of quality.
ANS: F PTS: 1 DIF: Fact REF: p. A-2
NAT: AACSB Communication: Style
3. Most business letters and memos are printed with a ragged right margin and left justified margin.
ANS: T PTS: 1 DIF: Fact REF: p. A-2
NAT: AACSB Communication: Style
4. A letter with mixed punctuation has a comma after the salutation and no mark of punctuation after the
complimentary close.
ANS: F PTS: 1 DIF: Fact REF: p. A-4
NAT: AACSB Communication: Style
5. Calibri is a contemporary default font that is replacing Times New Roman.
ANS: T PTS: 1 DIF: Fact REF: p. A-3
NAT: AACSB Communication: Style
6. In the block letter format, all lines (including beginnings of paragraphs) begin at the left margin.
ANS: T PTS: 1 DIF: Fact REF: p. A-4
NAT: AACSB Communication: Style
7. The U.S. style for the dateline on business letters spells out the month, followed by the day and year.
ANS: T PTS: 1 DIF: Fact REF: p. A-6
NAT: AACSB Communication: Style
8. Personal and professional titles, such as Mr., Ms., and Dr., should be omitted in the letter address
section of a letter document.
ANS: F PTS: 1 DIF: Fact REF: p. A-7
NAT: AACSB Communication: Style
9. The writer’s business title may be typed following or on the line below the writer’s typed name.
ANS: T PTS: 1 DIF: Fact REF: p. A-7
NAT: AACSB Communication: Style
,10. Unless required by company policy, reference initials can be omitted when the writer also keys the
letter.
ANS: T PTS: 1 DIF: Fact REF: p. A-7| p. A-8
NAT: AACSB Communication: Style
11. When an attention line is used in a letter, it appears as the first line of the letter address.
ANS: F PTS: 1 DIF: Fact REF: p. A-8| p. A-9
NAT: AACSB Communication: Style
12. A subject line may be typed with or without all caps.
ANS: T PTS: 1 DIF: Fact REF: p. A-8
NAT: AACSB Communication: Style
13. In the formal memorandum format, the writer signs his or her name below the typed message.
ANS: F PTS: 1 DIF: Fact REF: p. A-11
NAT: AACSB Communication: Style
14. For a professional image, letters should be folded to produce the fewest number of creases.
ANS: T PTS: 1 DIF: Fact REF: p. A-10
NAT: AACSB Communication: Style
15. Most companies today follow the U.S. Postal Service recommendation to key the recipient’s address in
a letter in all capital letters with no punctuation.
ANS: F PTS: 1 DIF: Fact REF: p. A-10
NAT: AACSB Communication: Style
16. Emoticons can be used in email to lighten the mood and compensate the lack of nonverbal cues.
ANS: T PTS: 1 DIF: Fact REF: p. A-13
NAT: AACSB Communication: Style|AACSB Technology
17. Activating the widow-orphan protection feature prevents single lines of a paragraph at the top or
bottom of a page in a multiple-page document.
ANS: T PTS: 1 DIF: Fact REF: p. A-14
NAT: AACSB Communication: Style|AACSB Technology
18. Many companies are moving toward using the new wider line and paragraph spacing defaults in
current word processing programs rather than traditional single and double spacing.
ANS: T PTS: 1 DIF: Fact REF: p. A-14
NAT: AACSB Communication: Style|AACSB Technology
19. For consistency, all headings in a report should be typed in the same way, regardless of the level of
importance.
ANS: F PTS: 1 DIF: Fact REF: p. A-14
NAT: AACSB Communication: Style
, 20. Reports should always be prepared with equal left and right margins.
ANS: F PTS: 1 DIF: Fact REF: p. A-14
NAT: AACSB Communication: Style
MULTIPLE CHOICE
1. Because paper quality reflects the degree of professionalism,
a. it is best to avoid papers containing cotton.
b. a heavier weight should be used for envelopes.
c. it is best to use paper without visible watermarks.
d. extremely important documents may be printed on 100% cotton, 24-pound bond.
ANS: D PTS: 1 DIF: Application REF: p. A-2
NAT: AACSB Communication: Style
2. Most business letters and memos are prepared with
a. justified left and right margins.
b. justified left margin and ragged right margin.
c. ragged left margin and justified right margin.
d. ragged left and right margins.
ANS: B PTS: 1 DIF: Fact REF: p. A-2|p. A-3
NAT: AACSB Communication: Style
3. Which is FALSE concerning the positioning of a letter?
a. Short letters of one or two paragraphs are centered on the page.
b. Longer letters begin 2 inches from the top of the page.
c. Side margins may be adjusted to improve appearance.
d. All of the above are true.
ANS: D PTS: 1 DIF: Fact REF: p. A-3
NAT: AACSB Communication: Style
4. Open punctuation
a. omits the commas after the salutation and the complimentary close.
b. includes a colon after the salutation and a comma after the complimentary close.
c. leaves punctuation to the discretion of the writer.
d. omits the colon after the salutation and the comma after the complimentary close.
ANS: D PTS: 1 DIF: Fact REF: p. A-4
NAT: AACSB Communication: Style
5. The letter address
a. precedes the dateline.
b. omits all personal and professional titles.
c. includes the writer's full address.
d. includes a courtesy or professional title of the recipient.
ANS: D PTS: 1 DIF: Fact REF: p. A-7
NAT: AACSB Communication: Style
6. Which of the following applies to paragraph indention?
a. Indented paragraphs are required in the modified block format.
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