Business Communications Final Exam – Flashcards

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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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Register now to lock in your preferred travel dates
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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?
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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?
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?
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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
question
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
answer
look and sound professional
question
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
answer
business ethics
question
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
question
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
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?
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
question
The communication process begins when the sender
answer
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
question
Communication noise
answer
Is anything that interrupts the transmission of a message
question
includes both the verbal and nonverbal responses from the receiver
answer
Feedback
question
Communication is successful only when
answer
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
question
Adaptation is the process of
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creating a message that suits the audience
question
Empathetic writers
answer
try to give something to the receiver
question
Which of the following sentences best focuses on the audience?
answer
Register now to lock in your preferred travel dates
question
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?
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
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
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
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?
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
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
answer
A. firsthand information
question
Which formal research source is the best to obtain firsthand information?
answer
D. interviews
question
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)
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
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?
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
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?
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
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?
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
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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?
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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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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?
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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
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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
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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
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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
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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
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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?