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Question 1 of 40
Trevor has considered his situation and has already decided what information he must include in the bad-news email he is about to draft. However, he is now stuck trying to decide whether he should jump right to the bad news or build up to it gradually. Which stage of the ACE process is Trevor engaged in?
A. analyzing
B. assessing
C. composing
D. contending
Question 2 of 40
Galaxy Foods, a large manufacturer of snack products, learns that some of the items it labels as “nut-free” may actually have been contaminated by tree nuts. A press release expressing this news needs to be drafted, and the PR department decides to use the indirect organizational plan. This plan __________.  
A. is a good idea under the circumstances, as it will soften the impact of the bad news
B. is a strategic and forward-thinking move to preserve the positive image of the company
C. is inappropriate, as it runs the risk of obscuring the bad news that could endanger people’s health
D. is not the best decision, as it will immediately alert the audience to the seriousness of the bad news
Question 3 of 40
Which of the following would likely require persuasion?  
A. exchanging a sweater for one in a smaller size
B. getting an extension on a deadline
C. congratulating a co-worker on her promotion
D. giving a colleague the link to a website you think he’ll find useful
Question 4 of 40
While the __________ stage helps you make a persuasive plan, the __________ stage helps you put the plan into action and draft the message.
A. analyzing; composing
B. analyzing; evaluating
C. composing; analyzing
D. composing; evaluating
Question 5 of 40
One of the four goals of delivering bad news is to __________.
A. state the news clearly, yet sensitively
B. protect the audience’s self-esteem by only hinting at the news
C. offend your audience if necessary to get the message across
D. gloss over the facts that may cause legal complications
Question 6 of 40
Your audience’s reaction to the bad news you must deliver __________.
A. will not greatly impact the content that you develop for your message
B. will always be the same—angry and disappointed—so no additional analysis on this subject is necessary
C. can be exactly predicted using the ACE process
D. should be anticipated by thinking about the situation from their perspective
Question 7 of 40
Which of the following is true about the indirect organizational plan?
A. It is appropriate when bad news is unexpected.
B. It is used when the message is relevant to health and safety.
C. It may confuse, upset, or anger your audience as it conveys bad news too abruptly.
D. It is used when the audience is unlikely to be surprised by the news.
Question 8 of 40
You need to send a persuasive message to a co-worker, but you want to receive the feedback immediately. Under these circumstances, which of the following would be the best medium for your message?
A. an email
B. an instant message
C. a phone call
D. a memo
Question 9 of 40
You need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, __________.
A. the direct approach is best to buffer the bad news
B. the direct approach is preferred so that you get right to the point without introductory pleasantries
C. the indirect approach alleviates the need to phrase the bad news tactfully
D. the indirect approach can provide introductory information so it can be understood by the reader
Question 10 of 40
Being persuasive __________.
A. is rarely required in your daily life
B. involves understanding why your audience may resist your ideas
C. means tricking your audience into doing what you want
D. is very unethical, and in some situations may even be illegal

Question 11 of 40
Angelina has to reject an employee’s request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee’s reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process?
A. analyzing
B. addressing
C. composing
D. critiquing
Question 12 of 40
Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It’s also a priority for her that the message doesn’t come across as impersonal or evasive. After she has left, you realize that she didn’t specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use.  
A. newsletter
B. email
C. letter
D. blog post
Question 13 of 40
Which of the following options is most likely to be used for reaching potential audiences you can’t yet identify?
A. group meeting
B. email
C. telephone
D. blog
Question 14 of 40
During lunch with a friend, she tells you that her office recently implemented flex-time hours. It has been a positive change at her workplace, and you think that it would be great to have flex-timing at your office as well. You decide to approach your boss about this possibility. Which of the following would be best to include in an email to your boss suggesting the idea?
A. I think a flex-time schedule would be good for me.
B. Flex-time would give me more free time.
C. I bet everyone would love having a more flexible schedule instead of the typical 9-5 work schedule.
D. In other offices, the flex-time schedule has increased productivity and decreased turnover.
Question 15 of 40
Before __________ a bad-news message, __________ the situation by asking yourself several questions that might help you develop content and choose the best medium.  
A. analyzing; evaluate
B. analyzing; compose
C. composing; encode
D. composing; analyze
Question 16 of 40
You need to email a co-worker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request in anticipation of a possible objection?
A. I really need your help right now, as my department is short-staffed.
B. I won’t be able to complete my project if you don’t help me.
C. While this may sound time-consuming, I will only need one hour of your time.
D. If you decide to help me, then you will have to work overtime.

Question 17 of 40
In the ACE communication process, __________ involves thinking strategically about your purpose, desired outcome, business needs, audience and stakeholder needs, content needs, and medium choices.
A. analyzing
B. adjusting
C. composing
D. creating
Question 18 of 40
In the analyzing phase of creating a message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message?
A. to suggest the possibility of implementing a flex-time schedule in your office
B. to describe to your boss how your life would change with a flex-time schedule
C. to tell your boss how much your friend likes having a flex-time schedule
D. to improve employee productivity and job satisfaction by giving workers more balanced lives
Question 19 of 40
Which of the following medium options is recommended both for targeting a personal appeal to an individual and for communicating with large audiences?
A. email
B. memo
C. telephone
D. group meeting

Question 20 of 40
In which of the following situations should the indirect organizational method be avoided?
A. in a message telling an employee that his approved vacation must be rescheduled due to an emergency in the office that will require his presence
B. in a message informing a customer that her faulty product cannot be replaced due to a shortage of stock
C. in a message informing a client that, due to an unexpected personal situation, a company will not be able to meet a deadline
D. in a message communicating the recall of a particular model of car seat because of a defective latch
Question 21 of 40
When it comes to research, __________.
A. students should be discouraged from using books, as they are less credible than online sources
B. students often shun online information sources in favor of books
C. the drawback with online content is that it cannot be updated regularly
D. books are valuable resources, as they are often professionally written, reviewed, and edited
Question 22 of 40
Considering whether any web links are broken is a part of evaluating the source’s __________.
A. accuracy
B. authorship
C. age
D. clarity

Question 23 of 40
In your research you consult Thomson One Banker, IBIS World, and Yahoo Finance. This means that you are using __________ to conduct your search.
A. an online bookstore
B. online business research tools
C. general search engines
D. an online publication index
Question 24 of 40
You enter the phrase flex-time schedule into Google and get about 313,000 results. Trying your search again, this time with quotation marks around the phrase, __________.
A. will not lead to an exact match
B. will likely dramatically increase the number of results
C. will result in a list of resources which include that exact match
D. will yield results that include any of those three words anywhere on the page
Question 25 of 40
As you prepare to analyze a research question and topic, which of the following would be your best first move?
A. considering whether there are options other than outsourcing the work
B. asking entry-level employees how they feel about doing these tasks
C. calling a few outsourcing service providers to get quotes from them
D. finding out whether any of your competitors outsource this kind of work

Question 26 of 40
Which of the following aspects of determining what information you need is being targeted while doing background research to broaden your understanding of your topic’s history, context, structure, and categories?
A. analyzing the research question and topic
B. identifying audience concerns and needs
C. establishing the scope of the research
D. defining research activities
Question 27 of 40
Using the search string “cake recipe” – “egg” in a search engine would yield results __________.
A. about either eggs or cake recipes, but not both
B. of cake recipes that mention eggs
C. about both cake recipes and eggs
D. of cake recipes that do not mention eggs
Question 28 of 40
When you are using a search engine, the main body of the results page is most likely to begin with sites __________.
A. that are least relevant to your search
B. that are being accessed by other users at that very moment
C. that are accessed least frequently
D. that are frequently accessed or that most closely match your search terms
Question 29 of 40
Doing background research on your topic __________.
A. is not advised for business research
B. should not include information about your topic’s history
C. is vital, since you are required to include it in your final presentation
D. can help you structure your research
Question 30 of 40
When doing background research on your topic, the question “What else exists that serves similar purposes?” is about the topic’s __________.
A. category
B. history
C. popularity
D. context
Question 31 of 40
Searching articles in online databases like LexisNexis and EBSCO Business Source Premier __________.  
A. bears little resemblance to searching the web
B. is possible only if you personally purchase a subscription
C. allows you to search more sources, though most are less reliable than general web pages
D. lets you specify that you only want articles that are peer-reviewed
Question 32 of 40
Which of the following tools will give you maximum access to the data and analyses published by Standard & Poor’s and Hoover’s?
A. LexisNexis Academic
B. AltaVista
C. The Wall Street Journal Index
D. Business Week Index
Question 33 of 40
Which of the following do you need to avoid in order to be an efficient researcher?
A. evaluating your sources for credibility
B. using a library or bookseller to find relevant books
C. using only Google searches to find information
D. following leads found in good sources
Question 34 of 40
Which of the following questions is recommended for evaluating the authorship of a source?
A. Do other sources agree with this information?
B. Is the source published or sponsored by a reputable organization?
C. Does the author acknowledge and respond to opposing points of view?
D. How current is the information?
Question 35 of 40
You are working on your first research project at a new job; you discuss your work with a colleague who has been at the company for five years. She tells you that one of your sources will not be highly regarded by the professional audience to whom you will be presenting, and advises you to omit it. Which of the following sources is she most likely referring to?
A. The New York Times
B. The Wall Street Journal
C. U.S. Department of Labor data
D. Wikipedia
Question 36 of 40
A deep web portal __________.
A. finds only that information which is aimed at the public
B. accesses free information exclusively
C. performs federated searches.
D. omits information in publications that require a subscription.
Question 37 of 40
At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. In this case, which of the following is the best example of a primary source?
A. the website of an outsourcing service provider that you are considering
B. a Wikipedia article about the popularity of outsourcing
C. a journal article about the impact of outsourcing on a company’s bottom line
D. a research report discussing the effects of outsourcing on the overall economy

Question 38 of 40
You work in a small office of fewer than 20 employees with no dedicated IT staff. As the resident technical expert, you are called on to deal with computer issues and technology-related decisions. Lately this has been taking up more and more of your time and you feel that it is no longer an efficient arrangement. You speak to your boss about contracting with an IT company to oversee these needs, and she tells you to research some options. You find a website with some interesting information about this topic, plus the author is a well-known expert in the field. There is some useful data, for which the author has taken care to provide citations. There also are some promising links, but when you try to click them, they are broken or unavailable. You find that the page was last updated over a year ago. How will you evaluate this source?
A. This source should be cited in your report, as it amply meets all three “A”s.
B. This source has some accuracy issues, so it should not be cited.
C. This source is not very recent, but given the nature of your research it is acceptable.
D. This source fares well regarding authorship and accuracy, but is not current enough to be cited.
Question 39 of 40
Which of the following assignments would require you to conduct research and share the results?
A. investigating why product sales are low
B. implementing a new code developed by your colleague
C. adding results you have just received to your report
D. organizing a marketing team meeting
Question 40 of 40
At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. Which of the following best articulates the research question you have been asked to explore?
A. Is it fair to make entry-level employees do this additional work?
B. How can we train the entry-level employees so that they can perform these tasks in a more efficient manner?
C. Which outsourcing service provider would be the best for us?
D. Is outsourcing the best solution to our problem?