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Certified Travel Associate (CTA) > Business Writing Skills > Flashcards

Business Writing Skills Flashcards

1
Q

A business document that presents verifiable facts to assist in decision-making and is sales-oriented best describes a

A. Newsletter
B. Report
C. Proposal
D. Press Release

A

C. Proposal

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2
Q

The ability to speak well is more important than the ability to write well in the travel business. True or False

A

False

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3
Q

Letters and email messages should

A. be visually appealing to the reader
B. get the reader’s attention in the closing
C. be planned while being written
D. be proofread only if spell check is not available

A

A. be visually appealing to the reader

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4
Q

Which grammatical rule applies for writing in the travel business?

A. Write in the active voice
B. Use the past tense whenever possible
C. Use semicolons instead of periods
D. Write in sentence fragments

A

A. Write in the active voice

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5
Q

Before you write any type of business correspondence, you should determine your desired result. True or False

A

True

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6
Q

Most of the basic principles of effective business writing don’t apply to email. True or False

A

False

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7
Q

An effective email should have many short paragraphs instead of one long one. True or False

A

True

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8
Q

Which of the following techniques is recommended for effective business writing?

A. Keep your reader’s attention by placing the most important information at the end of your document.
B. Present several main purposes throughout the document, indicated by sub headings.
C. Visualize your reader during the planning stages and while you are writing.
D. Use colloquial expressions and cliches to personalize your documents.

A

C. Visualize your reader during the planning stages and while you are writing.

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9
Q

Writing concisely means

A. limiting documents to no more than one page
B. limiting the number of excess words and redundancies
C. choosing complex instead of simple words
D. using jargon to simplify your message

A

B. limiting the number of excess words and redundancies

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10
Q

Proofreading is required only for itineraries and confirmation letters. True or False

A

False

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11
Q

______ includes any type of fact gathering short of a for­mal, controlled survey.

A

Informal research

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12
Q

_______ means writing the message in as few words as possible.

A

Conciseness

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13
Q

What is the concise alternative to:

Due to the fact

A

Because

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14
Q

What is the concise alternative to:

In lieu of

A

Instead of

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15
Q

What is the concise alternative to:

On or before April 12

A

By April 12

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16
Q

What is the concise alternative to:

Ay you may or may not know

A

As you may know

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17
Q

What is the concise alternative to:

At this point in time

A

Now

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18
Q

What is the concise alternative to:

In the event that

A

If

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19
Q

What is the concise alternative to:

Consensus of opinion

A

Consensus or Opinion

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20
Q

What is the concise alternative to:

The month of June

A

June

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21
Q

What is the concise alternative to:

Free of charge

A

Free

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22
Q

What is the simpler word to:

Aggregate

A

Total

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23
Q

What is the simpler word to:

Optimum

A

Best

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24
Q

What is the simpler word to:

Utilize

A

Use

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25
Q

What is the simpler word to:

Make a suggestion that

A

Suggest

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26
Q

What is the simpler word to:

Have a consultation with

A

Consult

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27
Q

What is the simpler word to:

Make a determination

A

Determine

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28
Q

____, the ability to write clearly, is one of the most noticeable characteristics of a good writer.

A

Clarity

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29
Q

What would you substitute for the following commonly used cliches?

Back to square one

A

Starting over

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30
Q

What would you substitute for the following commonly used cliches?

Play it by ear

A

wait and see

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31
Q

What would you substitute for the following commonly used cliches?

ballpark figure

A

estimate

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32
Q

Name 5 tips for improving the clarity and appeal of your documents.

A
  • Present one main purpose
  • Break your writing into short sections
  • Use headings and subheadings
  • Organize your thoughts in a list
  • Use white space
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33
Q

_____ involves presenting all the facts your reader will need to understand and respond to your message.

A

Completeness

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34
Q

Writing with ______ means showing consideration of your reader’s interests and feelings using a professional demeanor.

A

courtesy

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35
Q

What are three tips for achieving courteous business writing?

A
  • Focus your attention on the reader
  • Anticipate your reader’s questions and answer them in advance
  • Use positive language whenever it is practical to do so
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36
Q

Replace the word with a more positive version:

cheap

A

cost-efficient

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37
Q

Replace the word with a more positive version:

housewife

A

stay at home parent

38
Q

Replace the word with a more positive version:

calculating

A

clever

39
Q

Replace the word with a more positive version:

aggressive

A

assertive

40
Q

Replace the word with a more positive version:

crazy

A

eccentric

41
Q

Replace the phase with clearer language:

Bottom line

A

final result

42
Q

Replace the phase with clearer language:

It goes without saying

A

it is understood

43
Q

Replace the phase with clearer language:

Put our heads together

A

work together

44
Q

Replace the phase with clearer language:

Twist your arm

A

persuade you

45
Q

Replace the phase with clearer language:

Drag this out

A

unnecessarily delay

46
Q

____ means ensuring that what you’ve written is accurate. In other words, you should proofread for grammar, language, and content accuracy.

A

Correctness

47
Q

Change this to an active voice:

The reservation was made by me

A

I made the reservation

48
Q

Change this to present tense:

I had been made aware of your canceled reservation

A

I am aware of your canceled reservation

49
Q

Fix the tense shift:

I was aware of your canceled reservation, and the tour operator is trying to correct the error.

A

I am aware of your canceled reservation, and the tour operator is trying to correct the error.

or

I was aware of your canceled reservation, and the tour operator tried to correct the error.

50
Q

Fix the disagreement:

Each client are important to our agency.

A

Each client is important to our agency

or

Clients are important to our agency

51
Q

Fix the disagreement:

Neither client, Christina or Maribel, wishes to give up their right to a refund.

A

Neither client, Christina or Maribel, wishes to give up her right to a refund.

(I’m not exactly in agreement with this one)

52
Q

Correct the sentence:

She passed the map to Bob and I.

A

She passed the map to Bob and me.

53
Q

Correct the sentence:

Having learned the hotel was directly on the ocean, the reservation was quickly made.

A

Having learned the hotel was directly on the ocean, I quickly made the reservation.

54
Q

When to use an apostrophe

A

Add an apostrophe and an s to form the possessive case of a singular noun. To form the possessive of a plural noun, add just an apostrophe.

I have a question about a client’s reservation.

I am submitting several passengers’ requests.

Do not use an apostrophe when writing the plural of an abbreviation, unless it has a final period.

There are many CTAs in this agency.

Of all the Ph.D.’s in the group, she is the most knowledgeable about this destination.

55
Q

When to use a semi-colon

A

Use a semicolon to separate two closely related sentences not joined by a conjunction.

Your documents will arrive on Friday, June 8; they will be sent to your business address.

Also, use a semicolon to separate items in a series that have commas in them.

This year’s regional conferences will be in Dallas, Texas; Orlando, Florida; and Atlantic City, New Jersey.

56
Q

When to use an ellipsis

A

Use an ellipsis to show hesitation or omission. Insert a space before and after the ellipsis.

I want to attend the trade show … but I’m not sure I can leave my office in time.

The brochure states, “You must cancel within 60 days or a full refund. … No exceptions are allowed.”

57
Q

When to use an exclamation point

A

Use an exclamation point to show surprise or strong emotions. Use sparingly in business writing because it can be distracting or appear exaggerated.

Singapore has so many things to offer that you easily could live there years and not do everything!

58
Q

When to use a colon

A

Use a colon to introduce or announce something: a term, a list, or a quotation that follows.

The agency announced its employee of the month: Lee Jones.

When in London, you should visit the following famous sites: the Tower of London, Piccadilly Circus, and the London Eye.

But compare:

When in London, you should visit the Tower of London, Piccadilly Circus, and the London Eye.

59
Q

When to use quotation marks

A

Use quotation marks only for direct quotations.

    She said, “I’ll never forget that cruise.”

Do not use for indirect quotations.

She said she would never forget that cruise.

Also do not use quotation marks for emphasizing, drawing attention to familiar slang, disowning trite expressions, or justifying an attempt at humor.

We should try to market our services to snowbirds and golf widows.

60
Q

When should you spell out numbers?

A

Spell out numbers zero through nine. Use numerals for numbers 10 and up and when referring to money and units of measurement.

Exception: Spell out numbers that start a sentence.

Two hundred people were on board.

Exception to the exception: Never begin a sentence with a year because grammar rules dictate that you would have to spell it out. Rephrase the sentence instead:

The year 1776 was a pivotal one in American history.

61
Q

Which of the following words are misspelled?

seperate
embarass
licensed
questionaire
liason
occasion
feasible
accommodation
priviledge
A 
seperate
embarass
questionaire
liason
priviledge
62
Q

_____ means “to receive willingly, to agree with.”

______ means “excluding.”

A

Accept

Except

63
Q

_____ means a recommendation on what to do.

______ means to suggest or guide.

A

Advice

Advise

64
Q

______ is a verb meaning to change or influence.

_____ as a verb means to bring about, and as a noun it means result or outcome.

A

Affect

Effect

65
Q

_____means to assess value.

_____ means to inform.

A

Appraise

Apprise

66
Q

___ means to guarantee. It is used in reference only to persons.

____ means to make certain.

____ is to guard against risk or loss.

A

Assure

Ensure

Insure

67
Q

____ means to complete.

_____means to flatter or praise.

A

Complement

Compliment

68
Q

_____ means uninterrupted.

______ means reoccurring more than once.

A

Continuously

Continually

69
Q

______ both mean to move a person to believe your argument or agree with you. It’s what comes after the word that makes the difference.

A person may be _____ of something.

But the person must be _____ to do something.

A

Convince and persuade

Convinced

Persuaded

70
Q

____ means impartial.

____ means not interested.

A

Disinterested

Uninterested

71
Q

Use ___ to mean for example.

Use ___ to mean that is to say. (in other words)

A

e. g. (exempli gratia)

i. e. (id est))

72
Q

____ describes distance.

____ means to a greater extent.

A

Farther

Further

73
Q

____, as an adjective, means praiseworthy, useful, or beneficial.

As an adjective, ____ means in good health; as an adverb, it means in a proper manner, with skill.

____ should not be used for ____ in response to the greeting, “How are you?”

A

Good

Well

Good, well

74
Q

_____ means to suggest indirectly.

_____ means to draw a conclusion.

A

Imply

Infer

75
Q

_____ is an improper version of regardless.

_____ means despite everything.

A

Irregardless

Regardless

76
Q

____ is a contraction for it is or it has.

____ is a possessive pronoun meaning of it or belonging to it.

A

It’s

Its

77
Q

____ means to place or put down.

____ means to recline or to tell an untruth.

A

Lay

Lie

78
Q

____ means a lower number things that can’t be counted individually.

____ means a lower number things that can be counted.

A

Less

Fewer

79
Q

____ refers to something that is taken for granted or reasonably assumed to be true.

_____ refers to something that is believed or imagined, sometimes mistak­enly, to be true.

A

Presumably

Supposedly

80
Q

____ refers to time. (I haven’t seen her ___ my last trip to Guam.)

____ shows a causal relationship. ( ____ the flight was delayed, he missed his dinner reservation.)

A

Since

Because

81
Q

____ means belonging to them.

___ means a location.

___ means they are.

A

Their

There

They’re

82
Q

Then versus than

___ is used with comparisons.

___ means next.

A

Than

Then

83
Q

When to use that versus which:

Use ____ with essential clauses. Don’t put a comma before it.

Use ___ with nonessential clauses. You must use a comma before it.

A

That

Which

84
Q

When to use that versus who:

Use ____ when referring to inanimate objects and unnamed animals.

Use ___ when referring to people and named animals or pets.

A

That

Who

85
Q

____ means a person or thing having a title.

_____ means deserving.

A

Titled

Entitled

86
Q

Use ____ when the pronouns substitute as a subject, such as he, she, or they.

Use the object pronoun ____ when the pronoun functions as a direct or indirect object or as an object of a preposition and can substitute for him, her, or them.

A

who

whom

An easy way to test your use is to temporarily rearrange the question as a statement and try he and him in place of who and whom. For example, none of these makes sense: Him will be the tour guide. (Use who.) I shall send the bill to he? (Use whom.) The agency sent he on the fam trip. (Use whom.)

87
Q

____ means belonging to you.

____ means you are.

A

Your

You’re

88
Q

A concise, well-organized business document usually has undergone some _____, or cutting and rearranging of the text, for final presentation.

A

editing

89
Q

____ is the process of checking what you’ve written for chang­es or corrections that need to be made.

A

Proofreading

90
Q

______ refers to etiquette rules concerning the proper, professional, and polite way to communicate with people online.

A

Netiquette

91
Q

______, or electronic mail, has become the most common mode of professional communication.

A

Email

92
Q

A ______, regardless of its purpose, is an orderly, objective message to assist in decision-making or problem-solving.

A

report

Certified Travel Associate (CTA) (16 decks)

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