1. Susan Rojas has applied for a marketing position and been instructed to send her application materials to the human resources manager, Jeff Cohen, who screens all applications before passing qualified candidates to department heads. 2. Jeff Cohen screens job applications for a company before passing qualified candidates to the appropriate hiring managers. 3. A customer's request was answered positively and promptly on the first try, demonstrating a high level of customer service.

1. COM 285 Final Exam
1) Susan Rojas is applying for a position in the marketing department of a local
corporation. Although Greg Ellis is the director of this department, Susan has been
instructed to send her resume and other documents to Jeff Cohen, manager of the
human resources department. Jeff screens all applications before sending those of
qualified candidates on to appropriate department heads. Jeff is
2) An oral message is preferable to a written one when you want to:
3) A written business request is answered positively and promptly on the first try. This
is an example of a high level of
4) For which of the following business messages would it be appropriate to approach
the subject indirectly by leading up to the main point rather than presenting it first?
5) A subordinate comes to you because he is upset with the way he is treated by
coworkers. A good first response would be to
6) Which of the following would be the BEST way to refuse a customer's request?
7) Crystal agreed to serve on a company�s advisory board and now has to contact
them to say she cannot attend a scheduled meeting where she was to be one of several
key speakers. What should she do?
8) When you are writing subject lines for negative messages to peers and subordinates,
9) Which of the following is a negative subject line?
10) You are a technical writer in a large company who is working on a training manual
to help new users learn the company's computer system. Employees will use your
manual in training seminars taught by your company's trainers. The manual will also
serve as an on-the-job reference later. Both of the system analysts who designed the
computer system and the trainers will comment on your draft. The trainers would be
classified as what kind of audience for your manual?
11) Which audience has political, social, or economic power; pays close attention to the
transaction between you and the primary audience; and may base future actions on its
evaluation of your message?
12) Which of the following groups would be considered an internal audience for a
company?

2. 13) If you are speaking with someone who nods while you are speaking and then
brings up points of disagreement when you are finished, it is likely that your listener
14) Which of the following audiences would receive an internal document?
15) Business communication practices in the United States place importance on the
written word, and this indicates that our culture
16) It can be helpful for managers working overseas to have a basic understanding of
the religion observed by workers in that company because
17) The informational dimension of group interaction looks at
18) The interpersonal dimension of group interaction focuses on:
19) Positive roles and actions of individuals that help the group achieve its task goals
include
20) Which of the following will help make your business writing easy to read?
21) Which of the following sentences that begin a letter is appropriate for contemporary
business communication?
22) Lauren has confirmed flight information, printed directions from the Internet, and
spoken with the human resources department to clarify specific details. She will
include this information in a letter to a job candidate she is inviting for an interview.
What part of the writing process does this activity represent?
23) Ben chooses a pattern of organization before he begins a letter. What part of the
writing process does this activity represent?
24) A sales brochure includes photos and clipart that is strategically placed within the
marketing piece. This is an example of which level of communications professor Charles
Kostelnick�s levels of communication design?
25) Which of the following would be the BEST place to put your most important visual
in a newsletter?
26) Which of the following would be considered illegal if done by an employer?
27) In a bad-news message to subordinates, why is it a good idea to ask readers to
suggest solutions to the problem?
28) In a bad-news message to a superior, you should describe what led to the problem
29) You must explain to a group of employees the different pension funds they can now
choose.
30) Which of the following purposes of an oral presentation is specific in its purpose?