Ch.9-11 Communication Flashcards
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are timely
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Apologies are most effective when they
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drafting
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In the case of routine messages, you should aim to create a helpful, professional tone during the ______ stage.
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making the message easy to read.
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During the drafting stage, the process of designing the message focuses on
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expression of thanks.
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Appreciation messages should begin with a(n)
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call to action.
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The part of a claim that makes a specific request of the recipient is known as a
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breakdowns in working relationships
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Which of the following is most likely to be caused by a failure to set worker expectations in routine messages?
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If you are dealing with customers or clients, an apology may imply legal responsibility.
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Which of the following is true of apologies?
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when you are speaking on behalf of a team
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Which type of routine message should you ask a colleague to review before you send it?
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retain the goodwill of the recipient.
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In the case of a routine request, one of the primary goals of the message is to
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Set off each question by using special formatting.
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Which of the following is an effective strategy for responding to inquiries?
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the rationale for the request
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Which of the following are you most likely to include in a routine request?
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proofreading the message
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Which of the following actions is most likely to be part of the reviewing stage?
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routine messages
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Which of the following messages generally takes the least time to complete?
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leaving out some of the necessary information
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Which of the following is most likely to damage your credibility with the people who receive your emails?
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Event announcements should allow readers to gather all relevant information in 10 to 15 seconds.
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Which of the following statements about announcements is true?
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Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers.
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Which of the following is an accurate statement about messages that provide directions?
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Your tone should be direct but not bossy or domineering
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Which of the following statements is most true of a routine request?
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offering commitments
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Which of the following is an important element of an apology?
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A sincere expression of thanks strengthens work relationships
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Which of the following is true of messages showing appreciation?
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front-loaded.
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Routine messages should be direct and
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Lay out a logical explanation of the claim.
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Which of the following is the most effective technique to use when making a claim?
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set expectations.
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Routine messages that include details about deadlines are most likely to be messages that
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updates, notices, and other correspondences that apply to a group of employees and/or customers
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What are announcements?
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in the subject line
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In the case of an email that is a routine message, where should you place the primary message to capture attention?
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Send a brief but genuine handwritten note of sympathy
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Betsy learns that the wife of one of her main clients has just died. What should Betsy do?
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scarcity
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Which principle of influence operates on the idea that people think there is limited availability of something they want or need, so they must act quickly?
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consistency
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In a case study, psychologists found that horse racing fans become more confident that their horses would win after placing a bet. Which principle of influence does this example illustrate?
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tend to feel obligated to return favors.
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The principle of influence known as reciprocation refers to the idea that people
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call to action
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In the context of mass sales messages, what is the last step in the AIDA approach?
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gaining attention
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call to action
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interest.
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In the AIDA approach, "I" stands for
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The call to action is the concluding step in persuasive messages
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Which of the following is true of the call to action in persuasive messages?
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authority
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Harry is brand-conscious and has been very loyal to Revy Jeans. Leroi is a famous Hollywood star who is Harry's idol. Leroi signs an endorsement deal with Ace, a company that sells jeans, and starts appearing in the company's advertising. After seeing these ads, Harry shifts his loyalty from Revy Jeans to Ace. Which principle of influence has affected Harry?
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is self-centered and concerned mainly about his own interests.
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Haresh writes a persuasive message that employs the I-voice most of the time. As a result, the audience is likely to infer that Haresh
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require readers to read between lines to understand the entire meaning.
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Most persuasive messages are said to be implicit because they
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you-voice.
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You can help readers feel that your message impacts them on a personal level by combining specificity with
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you-voice
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When writing to customers, which of the following voices will force you to consider their needs and wants?
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anticipates the thoughts of skeptical readers.
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In an effective external persuasive message, the appreciation statement
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It is deceptive.
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What is the main problem with using manipulation to persuade?
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rationale
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The term ______ refers to the reasons why your product, service, or idea really benefits your readers.
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offering a solution
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In a persuasive message, what is the next task after you finish stating the need?
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indirect.
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When a business message provides the rationale for a request before making the specific request, the message is said to be
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analyzing the audience.
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To be able to craft messages that persuade people to modify their ideas or actions, you need to spend a significant amount of time
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The PTE has changed some persuasive strategies but not others.
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Which of the following statements accurately describes the post-trust era (PTE)?
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ideas.
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Internal persuasive messages are typically used to promote
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build interest and curiosity.
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In the AIDA approach, after gaining attention, the next step is to
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determine what is right, correct, or desirable by seeing what others do
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The principle of influence known as social proof refers to the idea that people
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be based on emotional appeals.
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External persuasive messages tend to
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an attempt to generate interest
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Which of the following components is likely to be included in the structure of a mass sales message?
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explicit.
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When statements in a business message contain full and unambiguous meaning, the business message is said to be
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a personal meeting
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Which of the following is the richest communication channel for delivering bad-news messages?
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one colleague rejecting another colleague's idea
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Which of the following is an example of a bad-news message characterized by low severity and high controllability?
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Are my motives clear, or will others perceive that I have a hidden agenda?
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Which of the following questions will help you review bad-news message to evaluate the "access" aspect of the FAIR test?
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sugarcoating the bad news
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Ideally, which of the following should a manager avoid when delivering negative performance reviews?
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In Sandman Corp., as messages move up the chain of bureaucracy, they get filtered at each level to soften bad news.
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Which of the following is the best example of a company experiencing the mum effect?
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In the context of bad news, a teaser message is a message that
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prepares recipients emotionally yet does not reveal specific information.
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foster a transparent and open work culture.
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To keep an organization free of the mum effect, it is necessary to
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providing a clear rationale
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Which of the following helps organizations maintain credibility when delivering bad news?
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actions
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In delivering negative performance reviews, a focus on the ______ of an employee is least likely to provoke defensiveness or a counterproductive response.
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She should use specific and simple language.
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Serena, a bank manager at the United Front Bank, heads the business loan department. She wants to communicate to all of the bank's long-term customers that interest rates on business loans are increasing by a full percentage point. Which of the following guidelines should Serena follow while communicating this bad news?
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honesty.
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In terms of maintaining credibility, the most important quality to convey when delivering bad news is
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a personal meeting
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Which of the following communication channels should ideally be used for a bad-news message that is characterized by high severity and high controllability?
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The bad-news recipients will speculate and gossip.
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Which of the following is a likely consequence of a person waiting a long time to deliver bad news?
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focus on the unacceptable actions and their results
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Lane has to deliver his first negative performance review. He should make sure to
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Strong emotions may affect the tone of the message, therefore bad-news messages need intense reviewing.
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Which of the following statements is true of reviewing bad-news messages before delivering them?
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organizing a meeting with the employees and sending a follow-up memo
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Mark, the production manager at Flying Horses Inc., has decided to lay off a few employees due to decreasing demand for the firm's products. Which of the following will be the best way for Mark to convey his decision?
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passive verbs.
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While delivering bad news in writing to customers, use
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demoralize employees.
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Negative performance reviews that lack measurable and realistic goals are most likely to
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avoiding discussion of the immediate impact of the bad news on recipients
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Which of the following would damage the effectiveness of a written message designed to convey bad news to colleagues or employees?
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Getting an honest assessment of my work will help me succeed
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Which of the following is an example of reframing thoughts in order to respond to negative feedback constructively?
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a supplier
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Which of the following is an example of an external partner?
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softens the bad news but encourages bad performance
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The sandwich approach to delivering bad news
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learn to recognize and name these emotions.
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To avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, a person should
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is displaying a counterproductive response to a negative emotion
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Arnold was angry because he believed that his boss did not pay enough attention to his work. As a result, Arnold convinced himself that he was fine without feedback. This means that Arnold
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Thank you for your interest in the market research position at Bookworm Inc.
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Which of the following is the best example of a buffer in a message to turn down a job applicant?
