please answer the attached file below. NO PLAGIARISM PLEASE THANK YOU

COM 501: Business Communication

Name: ___________________________________

Instructions: This test has 4 parts and 5 pages. Answer all parts in the space provided.

PART A—Keyword Definitions (10 points)

complimentary close	primary audience	understatements	build goodwill
buffer	low-context cultures	psychological noise	gatekeeper audience
channel	high-context cultures	persuade

Directions: For each of the following, fill in the blanks with one of the words or phrases from the box above. Each word or phrase can only be used once.

The three basic purposes of business communication include communicating to inform, to _________________________, and to ________________________.
The _________________________ of a business communication is the person who has the power to stop a message before it gets to the primary audience.
When something within a person distracts him/her from listening to a message, that something is called _________________________.
A _________________________ might be an email, a business letter, a presentation, or any other way of sending a message.
When writing to multiple audiences, the _________________________ and the gatekeeper audience should be used to determine the level of detail, organization, and other aspects of the message.
Japanese, Arabic, and Latin American cultures are examples of ___________________________.
German and dominant U.S. cultures are examples of ___________________________.
A neutral or positive statement designed to allow the writer to bury or delay the negative message is called a _________________________.
Dimensions of culture in communication include beliefs, values, and ________________________.

PART B—You-attitude and Positive Emphasis (20 points)

Directions: Rewrite the following message to improve you-attitude and positive emphasis

Subject: Opening an account at Home Center

May I take this opportunity to express my thanks for the account you recently opened with our store. We are pleased to furnish a wide variety of products for the home or individual customers. We want you to take full advantage of our store services, for we have the largest stock in the city. Also we make deliveries of our customers' purchases free of charge. When you shop at Home Center, we allow you to use the free customer parking privilege provided just across the street. If you have any problems driving to our store, don’t bother! Just call 050 1133 359, and you will have your merchandise delivered to your home within a few days. You are always welcome at Home Center. Please do not hesitate to call us whenever you need additional services.

__________________________________________________________________________________

PART C—Multiple Choice (10 points)

Directions: Read each of the following questions and circle the best answer. All questions relate to business communication. Each question has only ONE correct answer.

1) The style for university writing usually is
A. more formal than business writing.
B. less formal but more interesting than business writing.
C. affected by the kind of document you are writing.
D. fun, light, and interesting.

2) PAIBOC stands for:
A. Purpose, Audience, Information, Benefits, Objections, and Context.
B. Purpose, Audience, Information, Benefits, Obstacles, and Context.
C. Purpose, Audience, Information, Beliefs, Objections, and Context.
D. Purpose, Audience, Information, Beliefs, Objections, and Communication.

3) Open body positions include
A. Keeping hands in pockets.
B. Leaning back, sometimes with both hands behind the head.
C. Crossing arms or legs.
D. Leaning forward with uncrossed arms.

4) During your interview with a potential hire, you observe he sits with his arms crossed much of the time. This is an example of
A. An open body posture that demonstrates confidence.
B. An open body posture that demonstrates indifference.
C. A closed body posture that demonstrates irritation.
D. A closed body posture that demonstrates discomfort.

5) Which of the following is NOT a principle for achieving you-attitude?
A. Talk about the reader, not about yourself.
B. Focus on what the reader can do.
C. In positive situations, use we more often than you.
D. None of the above.

6) When you have negatives, which of the following is BEST to use?
A. First-person because the writer is taking responsibility for communicating the negative.
B. Second-person because it includes the word you.
C. Third-person because it shows that everyone is being treated the same way.
D. All of the above.

7) Which of the following sentences would be considered the HIGHEST level of politeness?
A. Submit your itemized expenses to me by Friday.
B. Please submit your itemized expenses by Friday.
C. All expenses must be submitted by Friday to be reimbursed.
D. Would you be able to submit your expense report by Friday?

8) What does Encls. stand for in a business letter?
A. Enclosures
B. Encyclopedia
C. Encyclopedias
D. Enclosings

9) Which of the following is NOT a negative message?
A. Price increase announcement.
B. Sales letter.
C. Product recall notice.
D. Disciplinary notice.

10) Which of the following is NOT a required element in a business letter?
A. Sender’s address
B. Subject line
C. Recipient’s address
D. Signature

PART D—Memos/Negative Messages (20 points)

Situation

Your are a project manager of a construction-management group. The current policy in your company states that employees must pass a drug-screening test before being hired. After that there are no tests.

Recently, a number of clients have strongly suggested they should have a random drug-screening policy for all employees. They argue that daily risks to life and property are so high that random testing, without warning, becomes a necessity.

After considerable thought about employees’ objections to random drug testing, you decide to implement the policy starting next month.

Directions

Write an appropriate business memo on the next page (use today’s date). Inform the employees that random drug testing will be implemented next month. Make sure you provide all relevant information to persuade employees, acknowledge objections and use a buffer to reveal the negative news. Use the rubric below to check your work.

Scoring Rubric: Negative Messages (Memo)	MaximumScore	ActualScore
Mechanics Format is correct. Spelling is correct. Grammar and sentence structure are appropriate.	2 2 4	____ ____ ____
Total
Content Subject line is specific. Provides all relevant information to persuade audience. Uses positive emphasis/avoids blaming. Starts with a buffer. Addresses objections.	2 4 2 2 2	____ ____ ____ ____ ____
Total	12
Grand Total	20

Memo

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