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Business Communications Final Exam – Flashcards

Q: Which statement about today\'s workplace is most accurate?

Today\'s employees can expect to interact with people from many cultures

Evie Nicholson

8 July 2022

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Communication skills

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are ranked by recruiters at the top of quantities they most desire in job seekers

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Which of the following statements about cultural differences in the workplace is most accurate?

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Managers must be very aware of cultural differences and recognize that different employees may respond best to different management adn motivational styles

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Which of the following statements is most accurate?

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Social media are playing an increasingly prominent role in business.Businesses today generate a wide range of messages using a variety of media.

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When delivering bad news to customers via a written message, use

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Passive verbs.(Even when customers are at fault, use neutral language (avoid you-voice and use passive verbs) to point out mistakes.)

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Which of the following is not a soft skill?

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Tabulating statistical information

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intend to deceive

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The primary difference between ethical and unethical communicators is it unethical communicators

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On the job, you are more likely to be taken seriously and to be promoted if you

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look and sound professional

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Major trends in today's dynamic world of work include emphasis on self-directed work groups and virtual teams, heightened global competition, innovative communication technologies, new work environments, and focus on

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business ethics

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Which of the following statements about today's business environments is most accurate?

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Many employees today no longer need an office; they can work anytime and anywhere

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Which statement about today's workplace is most accurate?

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Today's employees can expect to interact with people from many cultures

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Which of the following statements is most accurate?

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Ethics is a priority for many businesses

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Which communication technology is used my companies today?

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All answer choices are correct

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According to researchers, most people listen at what level proficiency?

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25-50 percent

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Which of the following statements is most accurate?

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Most people are not very good listeners

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Many of us are poor listeners because

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All answers choices are correct

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According to research, what percentage of our work is spent listening?

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50 percent

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Which of the following is not a physical barrier?

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personal values

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Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing?

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Psychological barrier

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Peter must inform his employees that his company will need to let go of employees. Which word would be best for Peter to use when conveying this idea to his employees?

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Layoff

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The communication process begins when the sender

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has an idea

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Converting ideas into words or gestures to convey meaning is called

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encoding

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The process of translating a message from its symbol form into meaning is called

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decoding

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Communication noise

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Is anything that interrupts the transmission of a message

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includes both the verbal and nonverbal responses from the receiver

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Feedback

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Communication is successful only when

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the receiver understands an idea as the sender has intended it

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Business writing should be economical. In this context economical can best be defined as

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presenting ideas and clearly concisely

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The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and

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adapting your message to the audience

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Adapting your message to the audience involves

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thinking of the right words and tone to use in your message

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During the second phase of the writing process, you conduct research,

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organize ideas, and compose the message

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Experts say that writers should spend the most time in the _______ phase of the writing process

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revising

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What do I hope to achieve with this message?Before Melissa organizes and composes her message, she should ask two questions: 1. Why am I sending the message? and 2.

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What do I hope to achieve with this message?

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Which statement is MOST accurate?

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Business messages must be clear concise and readable

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Which of the following about writing and regaining business documents is most accurate?

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Experts say only amateurs expect writing perfection on the first try

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Monica lost a promotion due to poor writing skills. Which phase of the writing process should she most focus on to demonstrate better writing skills?

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Revising and proofreading

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Which of the following statements about revision is most accurate?

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Some business writers prefer to compose first drafts quickly and revise later; others prefer to revise as they go

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Which of the following best avoids flabby expressions?

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Although many employees have requested training, we can't afford the extra expense

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Effective communicators avoid the flabby expression "in addition to the above" by using the words

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Also

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Which of the following best avoids a long lead in?

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Yes, we will send the information you requested.

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Which of the following sentences is most effective?

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Your account is now up to date

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"There is a new software company that will be hiring employees" is an example of a sentence with

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A filler

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All of the following sentences contain unnecessary fillers except

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Three candidates are running for the board

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Which sentence avoids redundant expressions

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Let's not repeat our competitors mistakes

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You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?

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Your competitor's channel use

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When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal communications, and

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use the richest media available

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One technique that improves business writing is the use of empathy. Empathy refers to

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putting yourself in the receiver's shoes to adapt the message to the receiver's needs

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Adaptation is the process of

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creating a message that suits the audience

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Empathetic writers

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try to give something to the receiver

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Which of the following sentences best focuses on the audience?

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Jorge must inform Samantha that she is not eligible to have an August vacation for which she recently applied. Which of the following sentences best demonstrates the "you" view Jorge should use in denying Samantha's application?

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Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now

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One of the best ways to develop audience benefits is to use the "you" view, which

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emphasizes second-person pronouns instead of first-person pronouns

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Which of the following statements about nonverbal communication is most accurate?

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Meanings or nonverbal behaviors are often influenced by the communication context and by one's culture.

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Which of the following sentences demonstrates effective business writing?

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Your proposal demonstrates how our call center can better meet the needs of our customers

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Which of the following sentences demonstrates conversational business writing?

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I am upset about your return policy

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Which of the following sentences demonstrates effective business writing?

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Enclosed is our latest catalog

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Which of the following is a form of nonverbal communication?

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All choices are correct

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Michael usually holds team meetings on Tuesday mornings, but he needs to reschedule next week's meeting to Wednesday morning. To tell team members of the date change for the next meeting, Michael should

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send an e-mail

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According to writing experts, approximately what % of time should you spend on the prewriting phase of a business message?

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25%

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In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

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evaluate for effectiveness

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Business writing should be purposeful. In this context purposeful can best be defined as

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solving problems and conveying information

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Which statement about the communication process is most accurate?

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Feedback helps the sender know that the message was received and understood

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When preparing a business message, you should make your writing audience oriented. Audience oriented means you should

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concentrate on looking at the problem from the receiver's perspective

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Business writing should be all of the following except

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sender oriented

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Which of the following is not an element of the communication process?

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displaying empathy

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A listener who nods her head and maintains eye contact with a speaker is probably

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listening actively to what the speaker is saying

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Nonverbal communication includes

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al unwritten and unspoken messages, intended or not.

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Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening?

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Controlling her surroundings

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A communication channel

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is the medium over which the message travels

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All of the following are informal research methods except

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B. conducting a scientific experiment

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You can improve your listening skills if you follow tips for active listening, including

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keeping an open mind, establishing a receptive mind-set, and listening between the lines

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Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is

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meaning

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The second phase of the 3-x-3 writing process begins with

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C. researching the topic

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Before composing a business document, you should gather information that will answer which of these questions?

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D. How will I use this information?

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All of the following would probably require informal research methods except

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C. long reports and complex business problems

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When brainstorming to generate ideas, you should

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B. record ideas without judging them

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Which of the following is a formal research method?

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B. investigating primary resources

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As interns in human resource management, Brad and his team are administering a professionally developed employee questionnaire to collect information on workplace violence. This type of research is considered

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A. firsthand information

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Which formal research source is the best to obtain firsthand information?

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D. interviews

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Quality Building Materials Inc. has developed a new whole-house weather blanket and needs to determine the price point at which builders would switch to this new product. The best research method for this is a(n)

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D. scientific experiment that presents price choices with controlled variables

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Business messages should use positive language rather than negative language. positive language

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tells what is and what can be done

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Ahna is sending a persuasive memo to her staff asking them to participate in the new wellness program. Which of the following sources of information would be the most appropriate to help Ahna shape an effective persuasive message for her staff?

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C. questionnaires and surveys of employees

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According to communication experts, what is the greatest failing of business writers?

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D. Poor organization

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Marketing Director Schultz must inform the board of directors that customers are not responding positively to the company's new advertising campaign. Which of the following sentences would be the most appropriate wording for the marketing director to use in her message to the board of directors?

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We have received reports from customers about our new ads.

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Which of the following represents the best business writing?

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You can return all resalable merchandise for a store credit

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Which of the following demonstrates effective business writing?

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Will you please credit my account for $125 due to the computer error on May 1.

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Courteous business messages

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all answer choices are correct

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Which of the following is most acceptable for business writing?

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All physicians must carry their own malpractice insureance

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Which of the following demonstrates effective business writing?

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The office personnel will assist you with your forms.

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Which of the following demonstrates effective business writing?

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A record number of Japanese investors are purchasing real estate in the United States

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Business writers use words such as interrogate, remuneration, and terminate are using language many readers would consider

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unfamiliar

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Which of the following sentences about jargon is most accurate?

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Jargon should be used only when the audience will understand it.

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Which of the following statements about communication in today's workplace is most accurate?

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Individuals are using more mobile electronic devices to communicate with others

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Which of the following is most acceptable for business writing?

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Sheila will examine the job proposal carefully

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Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following represents the most direct opening?

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A new procedure for submitting work hours will go into effect on April 1

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Which statement about the use of e-mail in today's workplace is most accurate?

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Most messages in today's workplace are sent by e-mail

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Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and

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may become evidence in court

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Which of the following situations is most appropriate for sending an e-mail message?

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Chris must send the monthly sales data to his department

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Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?

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Please attend staff meeting August 15

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What is the current advice on the use of greeting on business e-mail?

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Begin with a greeting to provide a visual cue and to show friendliness

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Which of the following is the best advice for writing the body of an e-mail message?

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Use numbered or bulleted lists when appropriate

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Which of the following is the most appropriate closing for an e-mail message or memo?

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Thank you in advance for answering my questions

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Which of the following is the best tip for replying to e-mail messages?

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If you can't reply immediately, acknowledge receipt of the message and tell the sender when you'll be able to reply.

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The final element of an e-mail message should be

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your name and full contact information

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What advice should you follow when using down-editing to reply to an e-mail message?

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Delete the sender's message, header, signature, and all unnecessary parts

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Seng must inform his staff about the new process for accessing the company's intranet from remote locations. What communication channel should Seng use to convey this information?

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Memo

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Which of these is the best recommendation for business communicators using e-mail?

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Edit your text for readability and proofread for typos or unwanted auto-corrections

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Which of the following statements about texting in the workplace is most accurate?

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Text messaging is replacing e-mail for short internal communication

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What is the best advice when preparing a memo as an e-mail attachment?

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Include the date, sender's name, receiver's name, and subject line on the memo

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To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should follow?

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Justify the right margin

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Yer's company has decided to let employees use instant messaging (IM) as an internal communication tool, and she wants to make sure that she's using it professionally. What should she do?

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Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages

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Which of the following statements about instant messaging in the workplace is most accurate?

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instant messaging allows people to share information immediately and make decision quickly

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Why do some employers forbid employees to use instant messaging (IM) and texting?

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Some employers consider IM and texting distractions

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Tara is starting a new job that will allow her to use text messaging. What advice should she follow?

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Identify herself when texting a new contact

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Businesses have embraced podcasts for audio and video messages because podcasts

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do not require a live presence, yet offer a friendly human face

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How do companies use wikis?

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Global companies share information between headquarters and satellite offices

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All of the following are reasons businesses use wikis except

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to improve the brand image of a company

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You are using the corporate blog to respond to a business emergency. Which of the following is the best recommendation?

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Make the blog part of your overall effort to communicate information regarding the business's emergency

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Companies use blogs for all of the following reasons except

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conducting job interviews

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Which of the following is the best title for a blog?

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Five ways to get your resume read

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Eyasu must create a corporate blog. Which of the following should he use in his blog?

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Eyasu should use all these techniques in his blog

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All of the following statements about social networking are accurate except

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only teenagers use social networking sites to communicate with others

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When writing or responding to a blog, you should

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correct any errors in your grammar, spelling, and mechanics

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All of the following are reasons businesses use social networking except

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to avoid legal challenges and issues

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Which of the following statements best describes use of social networks by businesses today?

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Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity

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Travis has asked you for some advice regarding the use of social networking in the workplace. What advice will you share?

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Establish boundaries, and don't share information online that you wouldn't share openly in the office

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Most workplace messages are

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positive or neutral

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Although e-mail is successful for both internal and external communication, you should still use letters when

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formality and sensitivity are essential

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Most workplace messages should be organized

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directly

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Which of the following is not a routine business message?

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A letter to a customer denying his or her request for credit

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Which of the following is not one of the most frequently used communication channels in businesses today?

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tweets

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Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

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Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization

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Which statement about the format of a business letter is most accurate?

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The appearance of a business letter can send nonverbal messages about a sender to a receiver

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In Which of the following situations should you send a letter instead of an e-mail message?

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You are asking leading members of the community to contribute to a fundraising event to improve local parks

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Which of the following is an effective opening for a routine request message?

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Please answer the following questions about your Web services

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In the popular block letter format, Which of the following guidelines apply?

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use ragged, unjustified right margins

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When business writers request information or action that will likely be received positively, they should frontload their messages, which requires

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putting the most significant statement first

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Which part(s) of your message are readers likely to find most interesting and read first?

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opening and closing

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Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

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In a bulleted or numbered list in the body of her message

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In responding positively , you will want to

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apply the same direct pattern in making requests

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Which of the following would be the most effective closing statement in a routine action request message?

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Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15

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Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

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You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.

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Which of the following is the most effective opening sentence for a response message?

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Yes, we can put together a corporate travel package that will meet your needs and fit your budget

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Which of the following statements about claims is most accurate?

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Businesses will probably take a claim letter more seriously than an email message or a telephone call

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Which of the following sentences is not a parallel stuck in the set of instructions?

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Placing age or gender preference in the candidate qualifications section creates legal jeopardy

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In writing messages that deliver instructions what advise should you follow?

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Assume employees want to contribute to the success of the organization

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Arika is following the three-part plan to write a plane message about a problem with her digital communication service bundle. what should she put in her opening?

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And explanation of the nature of her problem with the digital communication service bundle

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Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

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Identify enclose copies of all pertinent documents

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Which of the following openings is most appropriate for a claim message?

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Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.

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Which of the following sentences represents an appropriate end date in a claim message?

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Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12

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Which of the following statements about online complaints or reviews is most accurate?

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Individuals should give companies and

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Which of the following is the most appropriate opening for an adjustment message granting a claim?

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The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

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Which of the following is the best opening for a note expressing things for a gift?

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Thank you, Elena, for the e-reader commemorating my 20 years with Brown sales; it will make a perfect travel companion.

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We understand your reliance on a high-performance router and apologize for the in complete installation of your DataServe router

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Which of the following represents the most appropriate apology in an adjustment message?

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Don't use negative words (regret, error, failure); do use positive words (hope, achieve,strive).

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You should use sensitive language in an adjustment message in case the customer is already upset therefore, which of the following provides the best advice?

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Send a goodwill message promptly

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What is the best advice for writing good will messages?

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Customers who complain

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Businesses often write appreciation messages to which of these receivers?

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Thanks for your kind words regarding my promotion

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Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

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"Technology has changed the working environments of employees, that is why employees are commuting more than ever" is an example of a

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D. comma splice

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All statements are accurate

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Which statement about a sympathy message is most accurate?

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To emphasize an idea through mechanics, place it in

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D. any of these techniques would emphasize the idea

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What is the recommended maximum number of words for a sentence?

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B. 20

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Parallel writing

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A. uses similar structures to express similar words

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Which of the following sentences an idea through style?

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A. Consider adding a statement of qualifications section on your resume; but, most important, include specific and relevant previous employment information.

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Which of the following sentences is most effective in de-emphasizing the bad news?

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A. although cash refunds are not offered, you can exchange resalable merchandise

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Active-voice sentences

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B. place the subject of the sentence as the doer of the action

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Which of the following uses only active voice in a complete sentence?

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D. A few unhappy customers criticized the company's rigid return policy

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When should passive voice be used in business writing?

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C. when you want to conceal the doer of the action

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Which of the following uses parallel structure?

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C. Big business demands superior forecasting, reporting, and analyzing.

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Modifiers

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A. must be placed close to the words they describe or limit

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How many ideas should be developed in a paragraph?

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C. one

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Which of the following sentences uses modifiers correctly?

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C. To meet customer's orders, production must be increased.

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Effective paragraphs

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D. all answer choices are correct

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What do most business writers use as a first sentence in a paragraph?

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C. topic sentence

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Paragraphs are coherent when

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C. ideas are linked; that is, one idea leads logically to the next

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A topic sentence

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D. states the main idea of the paragraph

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A supporting sentence

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A. must relate to the topic sentence

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To build paragraph coherence, a writer should

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D. all answer choices can build paragraph coherence

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Transitions

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C. connect ideas

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Transitional expressions such as next, first, and finally are useful to show

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D. time association

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Paragraphs should

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A. focus on at least three ideas

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I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

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Which of the following would be least effective in a sympathy note?

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If you frequently communicate via email with the intended receiver and are certain this email will be received, you may send a goodwill message via email.

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Which of these statements regarding the use of email for Goodwill messages is most accurate?

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The direct strategy would be most appropriate when

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C. expecting the audience to be pleased, mildly interested, or neutral

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All of the following are effective tips for creating an outline except

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A. use a single item under a major component

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Which of the following is an advantage of the direct strategy?

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D. a letter to a customer denying his or her request for credit

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When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you should

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C. explain all the background information first

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Which of the following message openings is the most direct opening for an e-mail message announcing a new telecommuting plan?

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D. our new telecommuting program will begin on August 1.

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Which of the following is an advantage of the indirect strategy?

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B. respects the feelings of the audience

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What kind of sentence contains only one independent clause?

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A. simple sentence

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The indirect strategy is most appropriate for what kind of messages?

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D. the indirect strategy is appropriate for what kind of messages?

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Which of the following kinds of business messages typically use the indirect strategy?

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D. sensitive messages

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What kind of sentence contains two independent clauses?

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B. compound sentence

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Which of the following is a complex sentence?

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D. Because of rising insurance premiums, companies are offering employee-wellness incentives

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What kind of sentence contains an independent clause and a dependent clause?

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C. complex sentence

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Which of the following is a simple sentence?

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Just don't miss this question

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What is a sentence fragment?

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C. a broken-off part of a sentence

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Carefully

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Every business person will need to write a negative business message that may disappoint, irritate, or anger or receiver. These messages must be written

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What is a comma splice?

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B. two independent clauses joined by a comma without punctuation or a conjunction

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What is a run-on sentence?

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A. two independent clauses run together without punctuation or conjunction

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Demonstrating the company's superiority in the global marketplace

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Business communicators have many goals and conveying negative news. Which of the following is not a goal and communicating negative news?

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Knows the reasons for the rejection clearly

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The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and family, and

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Controlling your emotions

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One of your goals and sending messages to project a professional and positive image. One technique to project the proper image is by

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All answer choices are correct

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Receivers are far more likely to except negative news when you show that the decision was

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Except blame and apologize when appropriate.

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To convey empathy and sensitivity when delivering bad news, you should

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Firmness is necessary

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You will use the direct strategy for your message on the bad news is not damaging, when the receiver may overlook bad news, when directness is preferred, and when

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Total number of words they use.

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When writers must convey bad news, they must carefully consider all the following except the

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Analyze the bad news to see how it will affect his reader

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Taylor must send a bad news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

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Buffer, reasons, bad news, and closing

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Which of these patterns is typical for bad news messages presented in the indirect strategy?

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And announcement of changes in business services

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Which of the following bad news messages should be organized using the direct strategy?

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Helps you keep the readers attention until you can explain the reasons for the bad news

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Using the indirect strategy to prepare the reader in a bad news message

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The message arrived unexpectedly

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The indirect strategy works best when the bad news personally upsetting, a hostile reaction, and when

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Buffer, reasons, bad news, and closing

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Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor to a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message?

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The incorrect strategy is unethical only for writer intends to deceive the reader.

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Which of the following statements about the ethics of delivering bad news is most accurate?

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Ensuring that your reasoning will be read while the receiver is still receptive

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Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

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Statement that reduces shocker pain and encourages the receiver to continue reading

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The buffer in a bad news message is a

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HAFTA members must be looking forward to the annual fall conference in Phoenix this year.

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Porter Grace, RN, is declining invitation to speak about the health benefits of juice bars at the fall conference of the health and fitness trainers Association (HAFTA). Which of the following is the most effective buffer?

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I'll answer choices would be effective techniques to open about his message using the indirect strategy

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Which of the following would be an effective way to begin and bad news message using the indirect strategy?

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Focus on your regret

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Which of the following is not a helpful tip for apologizing in a negative news message?

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We sincerely apologize for the problems experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.

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Maya has decided to apologize briefly in the buffer of her bad news message to a client. Which of the following is the best apology?

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You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.

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Which of these messages most effectively convey his empathy in a bad mood message?

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Empathy

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The ability to understand and enter into the feelings of another is called

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All answer choices are correct

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When presenting the reasons for bad news, you should

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An explanation of the reasons for the bad news

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Which of the following is the most important part of the negative message?

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Your daily presence in the office is important to ensure a regular customer contact.

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You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

question

Although the word he will not be extended, we are happy to replace your item with a similar product at no charge.

answer

Which statement best demonstrates the use of positive wording?

question

Positioning the bad news at the beginning or end of the paragraph

answer

All the following are effective techniques for softening bad news except

question

Beginning last month, our restaurant was closed on Sundays

answer

You must announce to customers at your restaurant will no longer be open on Sundays. Which of the following use his passive voice verbs to deliver the bad news?

question

Although our profits are being reinvested in BMI industries this year, we hope to be able to contribute next year.

answer

Allison is declining a request for a monetary contribution from a charitable organization to which her employer, BMI industries, usually donates. Which of the following most effectively implies the refusal?

question

We wish you all the best in your job search

answer

Matt must send a refusal letter to Ryan, he recently interviewed for a job. Which of the following will be the best closing?

question

A restatement of the bad news

answer

The closing of a bad news message may include all the following except

question

To promote good relations

answer

Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of incident, to formally confirm and follow up for procedures, and

question

Whether to use them direct or in direct strategy

answer

When you must refuse typical requests, he will first think about how the receiver will react to your refusal and decide

question

Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add

answer

Which of the following sentences presents the reason for denying a customers request for credit most effectively?

question

Implying the refusal

answer

You can soften the blow of the bad news and refusing a typical request or claim by

question

Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee

answer

Which of the following best presents the bad news in a message refusing a customer's claim?

question

Follow up with a message that documents the phone call and promotes Goodwill

answer

All businesses deal with unhappy customers at some point, and they typically follow this pattern in the situations: call the customer, describe the problem and apologize, offer an explanation and the resolution, and

question

Use neutral, objective language to explain the reason the claim is refused

answer

Constructing messages saying no to emotionally involved receivers is a challenge and communication task. Which of the following is the best advice for this task?

question

Kenesha should follow all these tips

answer

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

question

Was the act criminal or hostile behavior or just a one time mistake?

answer

And deciding to share a negative information about another employee to your supervisor, what question should you consider first?

question

Give the reasons before the bad news

answer

A bad news message, whether delivered in person or in writing, is usually better received when you

question

Deliver the message in person

answer

When you must deliver bad news to one person or a small group, he should usually

question

Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you.

answer

Which of the following sentences to employees best explains the reasons for a reduction in the company workforce?

question

Focus on the future and avoid discussing the past or the present

answer

All of the following are helpful tips to deliver the bad news message personally in the workplace except

question

Let the employees find out through the office grapevine

answer

Human resource specialist Julie Woodard must inform employees of a major reduction in healthcare benefits. When delivering this announcement, she should apply all of the following techniques except

question

Be a neutral or positive statement that transitions to the reasons for the bad news

answer

The buffer in a bad news message to employees should

question

Position the bad news so that it does not stand out

answer

What is the best advice for presenting the batteries portion of your negative message to employees?

question

Hard-copy memos

answer

Although businesses prefer to deliver bad news to employees personally, one bad news must be given to large groups of employees, businesses are most likely to use which of the following?

question

Hard-copy memos

answer

Although businesses prefer to deliver bad news to employees personally, one bad news must be given to large groups of employees, businesses are most likely to use which of the following?

question

Hard-copy memos

answer

Although businesses prefer to deliver bad news to employees personally, one bad news must be given to large groups of employees, businesses are most likely to use which of the following?

1 of

Unlock all answers in this set

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question

Communication skills

answer

are ranked by recruiters at the top of quantities they most desire in job seekers

question

Which of the following statements about cultural differences in the workplace is most accurate?

answer

Managers must be very aware of cultural differences and recognize that different employees may respond best to different management adn motivational styles

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Which of the following statements is most accurate?

answer

Social media are playing an increasingly prominent role in business.Businesses today generate a wide range of messages using a variety of media.

question

When delivering bad news to customers via a written message, use

answer

Passive verbs.(Even when customers are at fault, use neutral language (avoid you-voice and use passive verbs) to point out mistakes.)

question

Which of the following is not a soft skill?

answer

Tabulating statistical information

question

intend to deceive

answer

The primary difference between ethical and unethical communicators is it unethical communicators

question

On the job, you are more likely to be taken seriously and to be promoted if you

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look and sound professional

question

answer

business ethics

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Which of the following statements about today's business environments is most accurate?

answer

Many employees today no longer need an office; they can work anytime and anywhere

question

Which statement about today's workplace is most accurate?

answer

Today's employees can expect to interact with people from many cultures

question

Which of the following statements is most accurate?

answer

Ethics is a priority for many businesses

question

Which communication technology is used my companies today?

answer

All answer choices are correct

question

According to researchers, most people listen at what level proficiency?

answer

25-50 percent

question

Which of the following statements is most accurate?

answer

Most people are not very good listeners

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Many of us are poor listeners because

answer

All answers choices are correct

question

According to research, what percentage of our work is spent listening?

answer

50 percent

question

Which of the following is not a physical barrier?

answer

personal values

question

answer

Psychological barrier

question

Peter must inform his employees that his company will need to let go of employees. Which word would be best for Peter to use when conveying this idea to his employees?

answer

Layoff

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The communication process begins when the sender

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has an idea

question

Converting ideas into words or gestures to convey meaning is called

answer

encoding

question

The process of translating a message from its symbol form into meaning is called

answer

decoding

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Communication noise

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Is anything that interrupts the transmission of a message

question

includes both the verbal and nonverbal responses from the receiver

answer

Feedback

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Communication is successful only when

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the receiver understands an idea as the sender has intended it

question

Business writing should be economical. In this context economical can best be defined as

answer

presenting ideas and clearly concisely

question

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and

answer

adapting your message to the audience

question

Adapting your message to the audience involves

answer

thinking of the right words and tone to use in your message

question

During the second phase of the writing process, you conduct research,

answer

organize ideas, and compose the message

question

Experts say that writers should spend the most time in the _______ phase of the writing process

answer

revising

question

What do I hope to achieve with this message?Before Melissa organizes and composes her message, she should ask two questions: 1. Why am I sending the message? and 2.

answer

What do I hope to achieve with this message?

question

Which statement is MOST accurate?

answer

Business messages must be clear concise and readable

question

Which of the following about writing and regaining business documents is most accurate?

answer

Experts say only amateurs expect writing perfection on the first try

question

Monica lost a promotion due to poor writing skills. Which phase of the writing process should she most focus on to demonstrate better writing skills?

answer

Revising and proofreading

question

Which of the following statements about revision is most accurate?

answer

Some business writers prefer to compose first drafts quickly and revise later; others prefer to revise as they go

question

Which of the following best avoids flabby expressions?

answer

Although many employees have requested training, we can't afford the extra expense

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Effective communicators avoid the flabby expression "in addition to the above" by using the words

answer

Also

question

Which of the following best avoids a long lead in?

answer

Yes, we will send the information you requested.

question

Which of the following sentences is most effective?

answer

Your account is now up to date

question

"There is a new software company that will be hiring employees" is an example of a sentence with

answer

A filler

question

All of the following sentences contain unnecessary fillers except

answer

Three candidates are running for the board

question

Which sentence avoids redundant expressions

answer

Let's not repeat our competitors mistakes

question

You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?

answer

Your competitor's channel use

question

When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal communications, and

answer

use the richest media available

question

One technique that improves business writing is the use of empathy. Empathy refers to

answer

putting yourself in the receiver's shoes to adapt the message to the receiver's needs

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Adaptation is the process of

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creating a message that suits the audience

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Empathetic writers

answer

try to give something to the receiver

question

Which of the following sentences best focuses on the audience?

answer

question

answer

Although the August vacation schedule is full, you may qualify for a vacation in September if you apply now

question

One of the best ways to develop audience benefits is to use the "you" view, which

answer

emphasizes second-person pronouns instead of first-person pronouns

question

Which of the following statements about nonverbal communication is most accurate?

answer

Meanings or nonverbal behaviors are often influenced by the communication context and by one's culture.

question

Which of the following sentences demonstrates effective business writing?

answer

Your proposal demonstrates how our call center can better meet the needs of our customers

question

Which of the following sentences demonstrates conversational business writing?

answer

I am upset about your return policy

question

Which of the following sentences demonstrates effective business writing?

answer

Enclosed is our latest catalog

question

Which of the following is a form of nonverbal communication?

answer

All choices are correct

question

answer

send an e-mail

question

According to writing experts, approximately what % of time should you spend on the prewriting phase of a business message?

answer

25%

question

In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and

answer

evaluate for effectiveness

question

Business writing should be purposeful. In this context purposeful can best be defined as

answer

solving problems and conveying information

question

Which statement about the communication process is most accurate?

answer

Feedback helps the sender know that the message was received and understood

question

When preparing a business message, you should make your writing audience oriented. Audience oriented means you should

answer

concentrate on looking at the problem from the receiver's perspective

question

Business writing should be all of the following except

answer

sender oriented

question

Which of the following is not an element of the communication process?

answer

displaying empathy

question

A listener who nods her head and maintains eye contact with a speaker is probably

answer

listening actively to what the speaker is saying

question

Nonverbal communication includes

answer

al unwritten and unspoken messages, intended or not.

question

answer

Controlling her surroundings

question

A communication channel

answer

is the medium over which the message travels

question

All of the following are informal research methods except

answer

B. conducting a scientific experiment

question

You can improve your listening skills if you follow tips for active listening, including

answer

keeping an open mind, establishing a receptive mind-set, and listening between the lines

question

Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is

answer

meaning

question

The second phase of the 3-x-3 writing process begins with

answer

C. researching the topic

question

Before composing a business document, you should gather information that will answer which of these questions?

answer

D. How will I use this information?

question

All of the following would probably require informal research methods except

answer

C. long reports and complex business problems

question

When brainstorming to generate ideas, you should

answer

B. record ideas without judging them

question

Which of the following is a formal research method?

answer

B. investigating primary resources

question

answer

A. firsthand information

question

Which formal research source is the best to obtain firsthand information?

answer

D. interviews

question

answer

D. scientific experiment that presents price choices with controlled variables

question

Business messages should use positive language rather than negative language. positive language

answer

tells what is and what can be done

question

answer

C. questionnaires and surveys of employees

question

According to communication experts, what is the greatest failing of business writers?

answer

D. Poor organization

question

answer

We have received reports from customers about our new ads.

question

Which of the following represents the best business writing?

answer

You can return all resalable merchandise for a store credit

question

Which of the following demonstrates effective business writing?

answer

Will you please credit my account for $125 due to the computer error on May 1.

question

Courteous business messages

answer

all answer choices are correct

question

Which of the following is most acceptable for business writing?

answer

All physicians must carry their own malpractice insureance

question

Which of the following demonstrates effective business writing?

answer

The office personnel will assist you with your forms.

question

Which of the following demonstrates effective business writing?

answer

A record number of Japanese investors are purchasing real estate in the United States

question

Business writers use words such as interrogate, remuneration, and terminate are using language many readers would consider

answer

unfamiliar

question

Which of the following sentences about jargon is most accurate?

answer

Jargon should be used only when the audience will understand it.

question

Which of the following statements about communication in today's workplace is most accurate?

answer

Individuals are using more mobile electronic devices to communicate with others

question

Which of the following is most acceptable for business writing?

answer

Sheila will examine the job proposal carefully

question

Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following represents the most direct opening?

answer

A new procedure for submitting work hours will go into effect on April 1

question

Which statement about the use of e-mail in today's workplace is most accurate?

answer

Most messages in today's workplace are sent by e-mail

question

Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and

answer

may become evidence in court

question

Which of the following situations is most appropriate for sending an e-mail message?

answer

Chris must send the monthly sales data to his department

question

Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?

answer

Please attend staff meeting August 15

question

What is the current advice on the use of greeting on business e-mail?

answer

Begin with a greeting to provide a visual cue and to show friendliness

question

Which of the following is the best advice for writing the body of an e-mail message?

answer

Use numbered or bulleted lists when appropriate

question

Which of the following is the most appropriate closing for an e-mail message or memo?

answer

Thank you in advance for answering my questions

question

Which of the following is the best tip for replying to e-mail messages?

answer

If you can't reply immediately, acknowledge receipt of the message and tell the sender when you'll be able to reply.

question

The final element of an e-mail message should be

answer

your name and full contact information

question

What advice should you follow when using down-editing to reply to an e-mail message?

answer

Delete the sender's message, header, signature, and all unnecessary parts

question

Seng must inform his staff about the new process for accessing the company's intranet from remote locations. What communication channel should Seng use to convey this information?

answer

Memo

question

Which of these is the best recommendation for business communicators using e-mail?

answer

Edit your text for readability and proofread for typos or unwanted auto-corrections

question

Which of the following statements about texting in the workplace is most accurate?

answer

Text messaging is replacing e-mail for short internal communication

question

What is the best advice when preparing a memo as an e-mail attachment?

answer

Include the date, sender's name, receiver's name, and subject line on the memo

question

To correctly format a hard-copy interoffice memorandum, which of the following is not a guideline you should follow?

answer

Justify the right margin

question

Yer's company has decided to let employees use instant messaging (IM) as an internal communication tool, and she wants to make sure that she's using it professionally. What should she do?

answer

Respect her receivers by using proper grammar, spelling, and proofreading in her instant messages

question

Which of the following statements about instant messaging in the workplace is most accurate?

answer

instant messaging allows people to share information immediately and make decision quickly

question

Why do some employers forbid employees to use instant messaging (IM) and texting?

answer

Some employers consider IM and texting distractions

question

Tara is starting a new job that will allow her to use text messaging. What advice should she follow?

answer

Identify herself when texting a new contact

question

Businesses have embraced podcasts for audio and video messages because podcasts

answer

do not require a live presence, yet offer a friendly human face

question

How do companies use wikis?

answer

Global companies share information between headquarters and satellite offices

question

All of the following are reasons businesses use wikis except

answer

to improve the brand image of a company

question

You are using the corporate blog to respond to a business emergency. Which of the following is the best recommendation?

answer

Make the blog part of your overall effort to communicate information regarding the business's emergency

question

Companies use blogs for all of the following reasons except

answer

conducting job interviews

question

Which of the following is the best title for a blog?

answer

Five ways to get your resume read

question

Eyasu must create a corporate blog. Which of the following should he use in his blog?

answer

Eyasu should use all these techniques in his blog

question

All of the following statements about social networking are accurate except

answer

only teenagers use social networking sites to communicate with others

question

When writing or responding to a blog, you should

answer

correct any errors in your grammar, spelling, and mechanics

question

All of the following are reasons businesses use social networking except

answer

to avoid legal challenges and issues

question

Which of the following statements best describes use of social networks by businesses today?

answer

Companies struggle with finding the right balance between permitting access to the Web and protecting security as well as ensuring productivity

question

Travis has asked you for some advice regarding the use of social networking in the workplace. What advice will you share?

answer

Establish boundaries, and don't share information online that you wouldn't share openly in the office

question

Most workplace messages are

answer

positive or neutral

question

Although e-mail is successful for both internal and external communication, you should still use letters when

answer

formality and sensitivity are essential

question

Most workplace messages should be organized

answer

directly

question

Which of the following is not a routine business message?

answer

A letter to a customer denying his or her request for credit

question

Which of the following is not one of the most frequently used communication channels in businesses today?

answer

tweets

question

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

answer

Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization

question

Which statement about the format of a business letter is most accurate?

answer

The appearance of a business letter can send nonverbal messages about a sender to a receiver

question

In Which of the following situations should you send a letter instead of an e-mail message?

answer

You are asking leading members of the community to contribute to a fundraising event to improve local parks

question

Which of the following is an effective opening for a routine request message?

answer

Please answer the following questions about your Web services

question

In the popular block letter format, Which of the following guidelines apply?

answer

use ragged, unjustified right margins

question

When business writers request information or action that will likely be received positively, they should frontload their messages, which requires

answer

putting the most significant statement first

question

Which part(s) of your message are readers likely to find most interesting and read first?

answer

opening and closing

question

answer

In a bulleted or numbered list in the body of her message

question

In responding positively , you will want to

answer

apply the same direct pattern in making requests

question

Which of the following would be the most effective closing statement in a routine action request message?

answer

Please send a contract for heating and ventilation work by April 1 to allow installation to begin by April 15

question

Which of the following sentences most effectively presents promotional materials in a message responding to a customer inquiry?

answer

You will find that our top-selling host gift baskets not only welcome your guests but also save you money and time compared to individually purchasing and assembling your host baskets on site.

question

Which of the following is the most effective opening sentence for a response message?

answer

Yes, we can put together a corporate travel package that will meet your needs and fit your budget

question

Which of the following statements about claims is most accurate?

answer

Businesses will probably take a claim letter more seriously than an email message or a telephone call

question

Which of the following sentences is not a parallel stuck in the set of instructions?

answer

Placing age or gender preference in the candidate qualifications section creates legal jeopardy

question

In writing messages that deliver instructions what advise should you follow?

answer

Assume employees want to contribute to the success of the organization

question

Arika is following the three-part plan to write a plane message about a problem with her digital communication service bundle. what should she put in her opening?

answer

And explanation of the nature of her problem with the digital communication service bundle

question

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

answer

Identify enclose copies of all pertinent documents

question

Which of the following openings is most appropriate for a claim message?

answer

Please process a refund for $68 to reimburse us the amount we were overcharged for our banquet.

question

Which of the following sentences represents an appropriate end date in a claim message?

answer

Because we have enjoyed your prompt service in the past, we hope to receive the correct projectors by January 12

question

Which of the following statements about online complaints or reviews is most accurate?

answer

Individuals should give companies and

question

Which of the following is the most appropriate opening for an adjustment message granting a claim?

answer

The enclosed check for $78, which covers the cost of your dinner, demonstrates our desire to satisfy our customers and earn their confidence.

question

Which of the following is the best opening for a note expressing things for a gift?

answer

Thank you, Elena, for the e-reader commemorating my 20 years with Brown sales; it will make a perfect travel companion.

question

We understand your reliance on a high-performance router and apologize for the in complete installation of your DataServe router

answer

Which of the following represents the most appropriate apology in an adjustment message?

question

Don't use negative words (regret, error, failure); do use positive words (hope, achieve,strive).

answer

You should use sensitive language in an adjustment message in case the customer is already upset therefore, which of the following provides the best advice?

question

Send a goodwill message promptly

answer

What is the best advice for writing good will messages?

question

Customers who complain

answer

Businesses often write appreciation messages to which of these receivers?

question

Thanks for your kind words regarding my promotion

answer

Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response?

question

"Technology has changed the working environments of employees, that is why employees are commuting more than ever" is an example of a

answer

D. comma splice

question

All statements are accurate

answer

Which statement about a sympathy message is most accurate?

question

To emphasize an idea through mechanics, place it in

answer

D. any of these techniques would emphasize the idea

question

What is the recommended maximum number of words for a sentence?

answer

B. 20

question

Parallel writing

answer

A. uses similar structures to express similar words

question

Which of the following sentences an idea through style?

answer

A. Consider adding a statement of qualifications section on your resume; but, most important, include specific and relevant previous employment information.

question

Which of the following sentences is most effective in de-emphasizing the bad news?

answer

A. although cash refunds are not offered, you can exchange resalable merchandise

question

Active-voice sentences

answer

B. place the subject of the sentence as the doer of the action

question

Which of the following uses only active voice in a complete sentence?

answer

D. A few unhappy customers criticized the company's rigid return policy

question

When should passive voice be used in business writing?

answer

C. when you want to conceal the doer of the action

question

Which of the following uses parallel structure?

answer

C. Big business demands superior forecasting, reporting, and analyzing.

question

Modifiers

answer

A. must be placed close to the words they describe or limit

question

How many ideas should be developed in a paragraph?

answer

C. one

question

Which of the following sentences uses modifiers correctly?

answer

C. To meet customer's orders, production must be increased.

question

Effective paragraphs

answer

D. all answer choices are correct

question

What do most business writers use as a first sentence in a paragraph?

answer

C. topic sentence

question

Paragraphs are coherent when

answer

C. ideas are linked; that is, one idea leads logically to the next

question

A topic sentence

answer

D. states the main idea of the paragraph

question

A supporting sentence

answer

A. must relate to the topic sentence

question

To build paragraph coherence, a writer should

answer

D. all answer choices can build paragraph coherence

question

Transitions

answer

C. connect ideas

question

Transitional expressions such as next, first, and finally are useful to show

answer

D. time association

question

Paragraphs should

answer

A. focus on at least three ideas

question

I am sorry to hear your sad news; but if I may be of any help, please do not hesitate to contact me.

answer

Which of the following would be least effective in a sympathy note?

question

If you frequently communicate via email with the intended receiver and are certain this email will be received, you may send a goodwill message via email.

answer

Which of these statements regarding the use of email for Goodwill messages is most accurate?

question

The direct strategy would be most appropriate when

answer

C. expecting the audience to be pleased, mildly interested, or neutral

question

All of the following are effective tips for creating an outline except

answer

A. use a single item under a major component

question

Which of the following is an advantage of the direct strategy?

answer

D. a letter to a customer denying his or her request for credit

question

When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you should

answer

C. explain all the background information first

question

Which of the following message openings is the most direct opening for an e-mail message announcing a new telecommuting plan?

answer

D. our new telecommuting program will begin on August 1.

question

Which of the following is an advantage of the indirect strategy?

answer

B. respects the feelings of the audience

question

What kind of sentence contains only one independent clause?

answer

A. simple sentence

question

The indirect strategy is most appropriate for what kind of messages?

answer

D. the indirect strategy is appropriate for what kind of messages?

question

Which of the following kinds of business messages typically use the indirect strategy?

answer

D. sensitive messages

question

What kind of sentence contains two independent clauses?

answer

B. compound sentence

question

Which of the following is a complex sentence?

answer

D. Because of rising insurance premiums, companies are offering employee-wellness incentives

question

What kind of sentence contains an independent clause and a dependent clause?

answer

C. complex sentence

question

Which of the following is a simple sentence?

answer

Just don't miss this question

question

What is a sentence fragment?

answer

C. a broken-off part of a sentence

question

Carefully

answer

Every business person will need to write a negative business message that may disappoint, irritate, or anger or receiver. These messages must be written

question

What is a comma splice?

answer

B. two independent clauses joined by a comma without punctuation or a conjunction

question

What is a run-on sentence?

answer

A. two independent clauses run together without punctuation or conjunction

question

Demonstrating the company's superiority in the global marketplace

answer

Business communicators have many goals and conveying negative news. Which of the following is not a goal and communicating negative news?

question

Knows the reasons for the rejection clearly

answer

The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and family, and

question

Controlling your emotions

answer

One of your goals and sending messages to project a professional and positive image. One technique to project the proper image is by

question

All answer choices are correct

answer

Receivers are far more likely to except negative news when you show that the decision was

question

Except blame and apologize when appropriate.

answer

To convey empathy and sensitivity when delivering bad news, you should

question

Firmness is necessary

answer

You will use the direct strategy for your message on the bad news is not damaging, when the receiver may overlook bad news, when directness is preferred, and when

question

Total number of words they use.

answer

When writers must convey bad news, they must carefully consider all the following except the

question

Analyze the bad news to see how it will affect his reader

answer

Taylor must send a bad news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

question

Buffer, reasons, bad news, and closing

answer

Which of these patterns is typical for bad news messages presented in the indirect strategy?

question

And announcement of changes in business services

answer

Which of the following bad news messages should be organized using the direct strategy?

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Helps you keep the readers attention until you can explain the reasons for the bad news

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Using the indirect strategy to prepare the reader in a bad news message

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The message arrived unexpectedly

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The indirect strategy works best when the bad news personally upsetting, a hostile reaction, and when

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Buffer, reasons, bad news, and closing

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The incorrect strategy is unethical only for writer intends to deceive the reader.

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Which of the following statements about the ethics of delivering bad news is most accurate?

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Ensuring that your reasoning will be read while the receiver is still receptive

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Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

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Statement that reduces shocker pain and encourages the receiver to continue reading

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The buffer in a bad news message is a

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HAFTA members must be looking forward to the annual fall conference in Phoenix this year.

answer

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I'll answer choices would be effective techniques to open about his message using the indirect strategy

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Which of the following would be an effective way to begin and bad news message using the indirect strategy?

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Focus on your regret

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Which of the following is not a helpful tip for apologizing in a negative news message?

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We sincerely apologize for the problems experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.

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Maya has decided to apologize briefly in the buffer of her bad news message to a client. Which of the following is the best apology?

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You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.

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Which of these messages most effectively convey his empathy in a bad mood message?

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Empathy

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The ability to understand and enter into the feelings of another is called

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All answer choices are correct

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When presenting the reasons for bad news, you should

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An explanation of the reasons for the bad news

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Which of the following is the most important part of the negative message?

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Your daily presence in the office is important to ensure a regular customer contact.

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You must decline an employee's request to telecommute three days per week. Which of the following statements best explains why this bad news is necessary?

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Although the word he will not be extended, we are happy to replace your item with a similar product at no charge.

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Which statement best demonstrates the use of positive wording?

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Positioning the bad news at the beginning or end of the paragraph

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All the following are effective techniques for softening bad news except

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Beginning last month, our restaurant was closed on Sundays

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You must announce to customers at your restaurant will no longer be open on Sundays. Which of the following use his passive voice verbs to deliver the bad news?

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Although our profits are being reinvested in BMI industries this year, we hope to be able to contribute next year.

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We wish you all the best in your job search

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Matt must send a refusal letter to Ryan, he recently interviewed for a job. Which of the following will be the best closing?

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A restatement of the bad news

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The closing of a bad news message may include all the following except

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To promote good relations

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Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of incident, to formally confirm and follow up for procedures, and

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Whether to use them direct or in direct strategy

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When you must refuse typical requests, he will first think about how the receiver will react to your refusal and decide

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Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add

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Which of the following sentences presents the reason for denying a customers request for credit most effectively?

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Implying the refusal

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You can soften the blow of the bad news and refusing a typical request or claim by

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Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee

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Which of the following best presents the bad news in a message refusing a customer's claim?

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Follow up with a message that documents the phone call and promotes Goodwill

answer

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Use neutral, objective language to explain the reason the claim is refused

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Constructing messages saying no to emotionally involved receivers is a challenge and communication task. Which of the following is the best advice for this task?

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Kenesha should follow all these tips

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Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?

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Was the act criminal or hostile behavior or just a one time mistake?

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And deciding to share a negative information about another employee to your supervisor, what question should you consider first?

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Give the reasons before the bad news

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A bad news message, whether delivered in person or in writing, is usually better received when you

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Deliver the message in person

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When you must deliver bad news to one person or a small group, he should usually

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Because of a decrease in sales, the number of employees will need to be reduced, which we know will affect all of you.

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Which of the following sentences to employees best explains the reasons for a reduction in the company workforce?

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Focus on the future and avoid discussing the past or the present

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All of the following are helpful tips to deliver the bad news message personally in the workplace except

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Let the employees find out through the office grapevine

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Human resource specialist Julie Woodard must inform employees of a major reduction in healthcare benefits. When delivering this announcement, she should apply all of the following techniques except

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Be a neutral or positive statement that transitions to the reasons for the bad news

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The buffer in a bad news message to employees should

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Position the bad news so that it does not stand out

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What is the best advice for presenting the batteries portion of your negative message to employees?

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Hard-copy memos

answer

Although businesses prefer to deliver bad news to employees personally, one bad news must be given to large groups of employees, businesses are most likely to use which of the following?

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Hard-copy memos

answer

Although businesses prefer to deliver bad news to employees personally, one bad news must be given to large groups of employees, businesses are most likely to use which of the following?

question

Hard-copy memos

answer

Although businesses prefer to deliver bad news to employees personally, one bad news must be given to large groups of employees, businesses are most likely to use which of the following?

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