question

Corporate values are

answer

the stated and lived values of a company

question

Transparency

answer

The dominant business ethic in corporate communications is__which is a principle that allows those affected by administrative decisions, business transactions, or charitable work to know not only the basic facts and figures but also the mechanisms, and process it is the duty of civil servants, managers, and trustees to act visibly, predictably and understandably

question

a business leader can cultivate a sense of community by

answer

having a communication style that is we-oriented, not me-orientaed

question

Ethics

answer

the rules of conduct or moral principles that guide individual or group behavior are known as

question

Which of the following is true of credibility?

answer

it is an important basis for effective communication

question

Which of the following is true of competence?

answer

a person's reputation for competence is influenced by his or her communication skills

question

Competence

answer

refers to the knowledge and skills needed to accomplish business tasks approach business problems and get a job done

question

In high-trust relationships

answer

people are more willing to cooperate with each other.

question

Personal values are

answer

the values that individuals prioritize and adhere to

question

Laura wants to improve her employees engagement. to do so, she should try to increase their

answer

emotional engagement with their work

question

Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for caring. Which of the following statements would prove this?

answer

He strives to understand the interests and aspirations of his employees.

question

An "emphasis on results" is a trait associated with

answer

competence

question

Which of the following statements accurately describes the role played by character in the establishment of credibility?

answer

Character is especially important in long-term, collaborative relationships.

question

In low-trust relationships, people tend to

answer

regard the actions of other people negatively.

question

Which of the following factors reduces the incidence of unethical behavior?

answer

a transparent atmosphere

question

When you are trying to read another person's nonverbal clues, which of the following should you focus on the most?

answer

the eyes

question

2. On the day after her boyfriend broke up with her, Candace found out at work that someone else received the promotion she was hoping to get. Instead of asking her manager what she could do to improve her chances in the future, she raged about how unfair life is. What did Candace experience?

answer

emotional hijacking

question

Which of the following is a sign of a person paying attention?

answer

A nod to indicate acknowledgement

question

which of the following is most likely to be true about the people who exhibit high self-management

answer

they spend a higher percentage of work conversations on work-related topics

question

Civility

answer

is a show of respect for the dignity and importance of others.

question

What are probing questions?

answer

Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.

question

Which of the following is a strength of introverts?

answer

asking thoughtful, important questions

question

Frank is having difficulty hearing the point his coworker is making because of loud hammering outside the window. What type of noise is Frank experiencing?

answer

physical

question

Which of the following is a solution-oriented question?

answer

How can we reduce our expenses for office supplies to meet our budget goals?

question

Which of the following is characteristic of learner mind-sets?

answer

Viewing differences of opinion as normal

question

in tense and emotionally charged situations, it is important to

answer

hold judgement

question

mitigating information

answer

involves favorable explanations for why others have behaved in a certain way

question

why does emotional hijacking occur?

answer

people are hard-wired to feel emotions about a situation before they reason it out

question

which of the following employees is most likely to be a hub?

answer

cho works at coordinating the efforts of the whole team

question

which is the advantage of using Google Drive to store group documents?

answer

it allows all group members to edit the document in real time

question

team culture

answer

refers to set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals

question

when a team is assigned a group writing project, how much time should they spend together planning before delegating independent work?

answer

at least 1-2 hours

question

Kwan is the leader of a team whose meetings are being disrupted by Liz, who dominates the discussion with long, irrelevant comments. What is the best way for Kwan to address the situation?

answer

providing strong leadership in assigning team roles and keeping to the agenda

question

difficult conversations are best handled by

answer

embracing conflict as an opportunity to exchange perspectives

question

During a meeting, Stacy's team decides that because of their research findings, they should change the focus of their group paper. This means that Stacy's original suggestions about the paper will be discarded. How should Stacy respond?

answer

She should be flexible because it is a group project

question

Gisela is having a difficult conversation with Ramon, who is expressing a lot of anger, How can Gisela defuse the situation?

answer

She can summarize what Ramon is saying about his thoughts and feelings

question

Which of the following should be included in an agenda?

answer

Expected outcomes

question

What is the storming stage of team development?

answer

Team members discuss competing ideas about how the team should approach work.

question

Lupe is about to lead a problem-solving meeting. Which of the following should she ask her team to focs on first?

answer

agreeing on a definition of the problem

question

Disassociation

answer

is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive

question

Antonio has been appointed the facilitator of his team. His main job is to

answer

ensure that each agenda item is properly discussed.

question

A(n)_____ story involves combining your experiences, perspectives, and goals with those of others to form a common approach to work

answer

shared

question

The primary value of having diversity on teams is that it helps them

answer

welcome new ideas

question

Which of the following is true of high-performing teams?

answer

they embrace differing viewpoints and conflict

question

in societies with low performance orientation, people

answer

hold relationships to be more important than results

question

Khadija is an international student who has mixed feelings about life in Riverside. The people are helpful and friendly, but they sometimes make unflattering and incorrect assumptions about her culture. the behavior of the people of Riverside is an example of which of the following concepts?

answer

stereotyping

question

Which is most likely to happen in an egalitarian culture?

answer

The company will award stock to employees so they can share in the ownership.

question

While evaluating the various courses available at the University of Radcliffe, Marcie skips over the language brochures. She believes that learning a new language is unnecessary; English is considered the global business language and she speaks it fluently. Which of the following statements, if true, makes her decision a bad one?

answer

Learning another culture's language helps you understand its people better.

question

Ethnocentrism

answer

is the belief that your own culture is superior to all others.

question

In a highly assertive culture, you would be likely to observe people

answer

using competitive language when evaluating ideas.

question

Which of the following is a feature of hierarchical cultures?

answer

Leaders expect employees to comply with their decisions because of their authority.

question

Which behavior would you most likely see in a low humane orientation culture?

answer

When people form new acquaintances, they avoid physical gestures of welcome.

question

High future orientation cultures

answer

focus more on intrinsic motivation

question

Outgroup homogeneity effect is the assumption that

answer

members of other groups are all the same.

question

Which of the following statements is true of cultural dimensions?

answer

Cultural dimensions are factors that help you understand a culture's underlying goals and motivations.

question

Collectivists tend to

answer

view themselves as interdependent, forming an identity based on that of their family and friends.

question

Humane orientation

answer

is the degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind.

question

Which of the following statements about stereotyping is true?

answer

Popular culture plays an important role in the formation of negative stereotypes.

question

Which of the following is characteristic of people from high uncertainty avoidance cultures?

answer

They often stress orderliness and consistency, even if it means sacrificing experimentation and innovation.

question

Daniel has to prepare a report outlining the reasons why his company is going to shut down two factories in the United States. How will Daniel structure the report if he wants to use the inductive method?

answer

lay out the supporting reasons in careful order; state the primary message

question

At the U.S. division of Bluebell Inc. the productivity of the employees is going down. Kinsey, the branch manager conducts thorough research and learns that most of the employees were involved in social loafing. If he wants to use the deductive approach, how should Kinsey structure his report to senior management?

answer

state the primary message; lay out supporting reasons; conclude with a call to action

question

While examining the pros and cons of introducing a stress-busting yoga program for the employees of Hillock Inc., Juanita learns that the pros far outnumber the cons and decides to recommend implementation of the yoga program. Which of the following statements is most likely to increase the positivity of her proposition?

answer

The yoga program would increase the efficiency of the employees.

question

Typically, in the context of developing effective business messages, the priorities of the targeted audience

answer

tend to shift more often than values

question

What is the most likely impact of slanting facts

answer

It reduces the credibility of a business message.

question

Which of the following is typically included in the reviewing stage of writing an effective business message?

answer

removing distractions from the message

question

Facts

answer

are statements that can be relied on with a fair amount of certainty and can be observed objectively.

question

Which of the following techniques is most likely to make business messages more positive?

answer

displaying a confident attitude

question

Which of the following is most likely to lower a person's credibility?

answer

exaggeration of facts

question

In the course of creating an effective business message, excellent business thinkers are most likely to

answer

identify and articulate key questions and problems

question

While analyzing the advantages of orientation programs for new employees, Carter learns that these programs can make new employees more comfortable in their jobs and thus help them focus on their work. This in turn increases employee efficiency and reduces the likelihood that they will quit their jobs. Which of the following statements should Carter avoid making because it exaggerates the facts?

answer

Orientation programs eliminate the likelihood of new employees quitting their jobs.

question

Which of the following is most likely to be true about excellent business writers?

answer

They spend a significant amount of time reviewing their work.

question

The deductive approach is also known as the

answer

direct approach.

question

Which of the following is most likely to be included in the drafting stage of writing an effective business message?

answer

making the message easy to read

question

Which of the following is typically included in the planning stage of writing an effective business message?

answer

generating the best ideas to address a business issue

question

The use of uncommon words in a business message is most likely to

answer

make it more difficult for readers to interpret the message.

question

Which guideline for navigational design is most likely to improve the ease of reading for business messages?

answer

Use white space appropriately.

question

Which of the following statements about navigational designs will help improve the ease of reading?

answer

Avoid formatting features that distract readers from the main message.

question

Which of the following steps typically belongs to the reviewing process?

answer

proofreading the document

question

While conducting the FAIR test, which of the following questions will help you analyze whether your message demonstrates respect for the inherent worth of your audience?

answer

Have you shown that you value others?

question

People are most likely to process the information in a message quickly when writers use

answer

action verbs.

question

Which of the following is one of the advantages of using the FAIR test to review business documents?

answer

It helps ensure that there are no logical errors in the message

question

The less specific you are while writing your business messages, the greater the possibility that your readers will

answer

scan and skim your message.

question

While conducting the FAIR test, which of the following questions will help you analyze the impact of your business message?

answer

Have you thought about how the message will affect stakeholders?

question

For business documents, which of the following guidelines helps improve the ease of reading?

answer

For complex messages, use headings.

question

To keep their writing natural and engaging, business writers should avoid

answer

out-of-place words.

question

The use of familiar words in business messages is most likely to

answer

help the readers to process the information easily.

question

When writers use long paragraphs in business messages,

answer

it shows disrespect for the reader's time.

question

How does the use of figures of speech (such as idioms and metaphors) in business writing affect readers?

answer

It can confuse readers because they contain non literal meanings.

question

Improving ease of reading with natural style requires that the writer

answer

use short and familiar words.

question

Which statement correctly describes the current state of texting in the workplace?

answer

texting is a new, undeveloped form of communication in the workplace, and attitudes toward it vary significantly

question

which of the following, when used, is most likely to contribute to email chains?

answer

the "forward" feature

question

The heavy volume of digital messages received on a daily basis makes it necessary for business professionals to perform the delicate task of balancing the

answer

need to respond to others with their own need to focus on work

question

Which of the following involves an act or 'thought process committed by the sender rather than the receiver of an email?

answer

Flames

question

The negativity effect means that receipts are more likely to perceive messages that are intended

answer

as neutral as negative

question

Flames are a form of

answer

active incivility

question

when dealing with email, many business professionals consider use of the ___ a breach of privacy

answer

"blind carbon copy" feature

question

What is the primary advantage of using work processing software to compose important email messages?

answer

It is better at reviewing text for typos and grammatical problems than email systems

question

The first thing you should do on a business call is to

answer

greet the other person warmly by name

question

reply email chains become especially confusing when

answer

some recipients reply only to the sender and others reply to everyone

question

Which of the following is a synchronous communication channel that is most likely to be high in control

answer

a webinar

question

which statement about texting is correct

answer

texting is either synchronous or asynchronous depending on how it is used

question

which of the following guidelines should be followed to minimize-e-interruptions?

answer

avoid unnecessarily lengthening an email chain

question

Ella and Pasha work for the same company in two different locations. They need to quickly discuss and clarify issues related to a mutual project. Which of the following should they use?

answer

Phone conversations

question

Rita, the head of the sales department, wants to train all of her sales people in how to sell the latest product. She wants them all to be able to see the product and its features, to hear the sales pitch the marketing department has developed, and to ask questions. Which of the following is the best communication channel for Rita to use?

answer

webinar

question

the social age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems

answer

comunally

question

Traditionally, a blog contains entries by

answer

just one or a few individuals

question

Manuel has an active presence on Twitter. About half his tweets convey messages such as "Really excited about today's training seminar" and "My company just launched an awesome product; check it out."How is Manuel's online presence likely to affect his career?

answer

His employers will be pleased that he has so much enthusiasm for his job

question

Cara has been participating in her company's social networking platform for a while. Which behavior is her supervisor most likely to ask her to change?

answer

She often inquires about her colleagues' personal lives.

question

Which of the following is an advantage of having a team blog?

answer

it is a place to post team updates, progress reports, discussions, timelines, goals, and announcements

question

Which statement is a helpful guideline for forums?

answer

avoid complaining or blaming

question

web 2.0 communication tools are often refered to as

answer

social media

question

Which of the following guidelines should people who maintain professional blogs follow in order to be responsive to their readers?

answer

read the comments to learn reader concerns

question

the use of social media in companies

answer

causes confusion over which communication channels to use

question

which of the following is a property of social software system dashboard?

answer

you can customize your dashboard to display selected features

question

which of the following would a company consider an ethical use of social media by its employees?

answer

letting friends on Twitter know about a publicly posted job opening

question

when a company has a public relations department, that department's job is to influence

answer

anyone who contributes to the company's success or failure

question

A reputation for being fun-loving will be sought-after in the ______ domains.

answer

personal and private

question

What is the traditional structure for a press-release style public relations message?

answer

an inverted pyramid with the most important information first

question

traditionally, a blog contains entries by:

answer

just one or a few individuals

question

Which of the following is an effective strategy for responding to inquiries?

answer

Set off each question by using special formatting

question

which of the following are you most likely to include in a routine-request?

answer

the rationale for the request

question

routine messages should be direct and

answer

front-loaded

question

which of the following statements about announcements is true

answer

event announcements should allow readers to gather all relevant information in 10 to 15 seconds

question

Appreciation messages should begin with a(n)

answer

expression of thanks

question

which of the following is an important element of an apology?

answer

offering commitments

question

which of the following is the most effective technique to use when making a claim?

answer

Lay out a logical explanation of the claim

question

Which of the following is true of messages showing appreciation?

answer

A sincere expression of thanks strengthens work relationships

question

apologies are most effective when they

answer

are timely

question

In case of a routine request of the recipient is known as a

answer

call to action

question

which of the following is true of apologies

answer

if you are dealing with customers or clients, an apology may imply legal responsibility

question

During the drafting stage, the process of designing the message focuses on

answer

making the message easy to read

question

Betsy learns that the wife of one of her main clients has just died. What should Betsy do?

answer

send a brief but genuine handwritten note of sympathy

question

in a case study, psychologists found that horse racing fans become more confident that their horses would win after placing a bet. Which principle of influence does this example illustrate?

answer

consistency

question

when statements in a business message contain full and unambiguous meaning, the business message is said to be

answer

explicit

question

in the AIDA approach, "I" stands for

answer

interest

question

In the AIDA approach, after gaining attention, the next step is to

answer

build interest and curiosity

question

To be able to craft messages that persuade people to modify their ideas or actions, you need to spend a significant amount of time

answer

analyzing the audience.

question

In an effective external persuasive message, the appreciation statement

answer

anticipates the thoughts of skeptical readers.

question

Haresh writes a persuasive message that employs the I-voice most of the time. As a result, the audience is likely to infer that Haresh is

answer

self-centered and concerned mainly about his own interests.

question

Which of the following is the first task of most persuasive messages?

answer

gaining attention

question

What is the main problem with using manipulation to persuade?

answer

It is deceptive

question

Which principle of influence operates on the idea that people think there is limited availability of something they want or need, so they must act quickly?

answer

scarcity

question

You can help readers feel that your message impacts them on a personal level by combining specificity with

answer

you-voice.

question

The term ______ refers to the reasons why your product, service, or idea really benefits your readers

answer

rationale

question

In a persuasive message, what is the next task after you finish stating the need?

answer

offering a solution

question

Most persuasive messages are said to be implicit because they

answer

require readers to read between lines to understand the entire meaning.

question

The principle of influence known as social proof refers to the idea that people

answer

determine what is right, correct, or desirable by seeing what others do.

question

Peter wants to create a chart that shows how market share is divided among the top companies in his industry. Which should he use?

answer

a pie chart

question

Which of the following statements about bar charts is true?

answer

Bar charts are more versatile than pie charts and line charts.

question

Catherine, an economist, wants to graphically represent the prices of small cars in the United States over a period of three years. This will best be illustrated through a(n)

answer

line chart.

question

Octavio wants to compare the gross national product for six different countries for the year 2010. How should he display the data?

answer

a bar chart

question

Which of the following is a helpful guideline for formatting line charts?

answer

The scale should be about two-thirds of the range included in the charts

question

Which of the following is a helpful guideline for formatting bar charts?

answer

Bars should be arranged in ascending or descending order in most cases.

question

Which of the following is a helpful guideline for formatting tables?

answer

Arrange entries in ascending or descending order.

question

Which of the following is true of visual learners?

answer

They learn well from illustrations and simple diagrams.

question

In the story line approach to business presentations, what is a resolution?

answer

a solution to the challenges or tensions

question

The positioning statement in a presentation should be

answer

as concise as possible

question

As with written reports, successful presentations rely on

answer

well-developed takeaway messages.

question

Which of the following helps the audience grasp the content of your presentation within 10 to 15 seconds?

answer

limiting the amount of information on any given slide

question

What is an advantage of using charts and diagrams in presentations?

answer

They help simplify complex data relationships.

question

If you want your presentation to appeal to professionals with a hub motivational value system, you should

answer

stress the benefits to different stakeholders.

question

In the AIM content planning process, how do you develop your ideas?

answer

by identifying key facts and conclusions related to your topic

question

Which of the following guidelines should be kept in mind while designing an electronic slide presentation?

answer

Create a storyboard with your slide titles.

question

Which of the following helps to make presentation slides more readable?

answer

using high-contrast backgrounds and colors

question

Which of the following guidelines should be kept in mind while designing presentation slides?

answer

Recall that the slides exist to complement your presentation.

question

Which of the following is true of kinesthetic learners?

answer

They need group activities or hands-on activities.

question

When reviewing her presentation, Dahia realizes that she needs to add source lines to her charts and graphs. What aspect of the FAIR test does this decision relate to?

answer

access

question

The story line approach is useful for various types of presentations because it

answer

allows the listeners to engage on a deeper level intellectually.

question

About how long should the review be compared to the whole presentation?

answer

about 5 percent

question

In the middle of his presentation, Rey loses his train of thought. What should he do?

answer

Repeat his last statement to regain his thought process.

question

The primary challenge for a team presentation is to make sure that it is

answer

cohesive

question

Nan, a younger colleague, has to give her first presentation. What tip should you give her about managing her nerves?

answer

Focus on friendly faces in the audience to gain composure and confidence.

question

If you want to draw your audience's attention to you, you should

answer

explain and elaborate on the content in your slides.

question

In the context of workplace attire, which of the following styles requires men to wear neckties?

answer

formal business dress

question

Which of the following presenters is using the room to advantage?

answer

Smith positions himself where people can see him easily.

question

Which of the following will help you maintain a flexible approach during your presentation?

answer

arriving early to deal with surprises regarding equipment, room layout, or attendance

question

During presentations, speakers show their ______ by knowing their content well

answer

competence

question

Ronald, a manager at Anderson Social Foundation, has to make a presentation at a fund-raising event. Which of the following nonverbal behaviors should Ronald use during his presentation to build the audience's trust in him?

answer

Ronald should maintain eye contact with his audience.

question

What does "O" stand for in the SOFTEN model of nonverbal communication in presentations?

answer

open stance

question

Which statement about the SOFTEN model of nonverbal communication in presentations is true?

answer

Keeping your arms to your sides or gesturing with palms up is more inviting to the audience.

question

Your colleague Kanye has to give a presentation to an audience of strangers, and he is feeling a little nervous. Which of the following tips would be the best advice you could give him?

answer

Speak with audience members ahead of time.

question

What does "T" stand for in the SOFTEN model of nonverbal communication in presentations?

answer

tone

question

Which of the following statements is a helpful guideline for nonverbal communication during presentations?

answer

Use your facial expressions to connect with your audience and show enthusiasm for your topic.

question

Which of the following types of attire should generally be avoided in business-related settings?

answer

jeans and a polo shirt

question

Brian has just completed his graduate program and does not have any job experience. If Brian is looking for a job, which of the following résumé formats would be ideal for him?

answer

a résumé that lists his key skills from school, community, and volunteer activities

question

Which of the following should an applicant include in a cover letter when applying for a job?

answer

the position being applied for

question

When you seek employment with a company that does not have an open position, you will submit a(n) ______ cover letter.

answer

unsolicited

question

In the context of attributes that establish credibility during the job application process, being ______ is associated with competence

answer

resourceful

question

Which of the following should you do while constructing your list of references?

answer

Provide the current contact information of each of your references.

question

many job applicants feel hesitant to ______ because they assume that doing so may annoy or nag hiring managers.

answer

follow up after job interviews

question

Chronological résumés present the information in terms of

answer

work and education over time.

question

Which of the following statements uses clichés to show enthusiasm for a potential position?

answer

The financial analyst position you posted on your website is my dream job.

question

Which of the following should you avoid while constructing your list of references?

answer

including current supervisors who are not happy that you are leaving your current position

question

Which of the following would be the best person to review your résumé and cover letter to make sure it is as professional as possible before you submit it?

answer

a business executive

question

When you decide to accept a new position and leave your current organization you should avoid

answer

bragging about your new job.

question

In his résumé, Mac lists the attributes "a proven track record of success" and "gives 110%." The use of such clichés will most likely

answer

give the impression that Mac has inflated beliefs about his abilities.

question

One of the best ways to understand the needs of a potential employer is to

answer

analyze the job position announcement.

question

Which of the following refers to one's ability to maintain effective workplace relationships?

answer

caring

question

What does "t" stand for in the STAR method of telling success stories

answer

tasks

question

What term is used for events that cause strong, often negative, emotional responses?

answer

Triggers

question

What is the process of interpreting messages from others into meaning?

answer

decoding

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