Question 1

are timely

Accepted Answer

Apologies are most effective when they

Question 2

drafting

Accepted Answer

In the case of routine messages, you should aim to create a helpful, professional tone during the ______ stage.

Question 3

making the message easy to read.

Accepted Answer

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

Question 4

expression of thanks.

Accepted Answer

Appreciation messages should begin with a(n)

Question 5

call to action.

Accepted Answer

The part of a claim that makes a specific request of the recipient is known as a

Question 6

breakdowns in working relationships

Accepted Answer

Which of the following is most likely to be caused by a failure to set worker expectations in routine messages?

Question 7

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

Accepted Answer

Which of the following is true of apologies?

Question 8

when you are speaking on behalf of a team

Accepted Answer

Which type of routine message should you ask a colleague to review before you send it?

Question 9

retain the goodwill of the recipient.

Accepted Answer

In the case of a routine request, one of the primary goals of the message is to

Question 10

Set off each question by using special formatting.

Accepted Answer

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

Question 11

the rationale for the request

Accepted Answer

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

Question 12

proofreading the message

Accepted Answer

Which of the following actions is most likely to be part of the reviewing stage?

Question 13

routine messages

Accepted Answer

Which of the following messages generally takes the least time to complete?

Question 14

leaving out some of the necessary information

Accepted Answer

Which of the following is most likely to damage your credibility with the people who receive your emails?

Question 15

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

Accepted Answer

Which of the following statements about announcements is true?

Question 16

Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers.

Accepted Answer

Which of the following is an accurate statement about messages that provide directions?

Question 17

Your tone should be direct but not bossy or domineering

Accepted Answer

Which of the following statements is most true of a routine request?

Question 18

offering commitments

Accepted Answer

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

Question 19

A sincere expression of thanks strengthens work relationships

Accepted Answer

Which of the following is true of messages showing appreciation?

Question 20

front-loaded.

Accepted Answer

Routine messages should be direct and

Question 21

Lay out a logical explanation of the claim.

Accepted Answer

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

Question 22

set expectations.

Accepted Answer

Routine messages that include details about deadlines are most likely to be messages that

Question 23

updates, notices, and other correspondences that apply to a group of employees and/or customers

Accepted Answer

What are announcements?

Question 24

in the subject line

Accepted Answer

In the case of an email that is a routine message, where should you place the primary message to capture attention?

Question 25

Send a brief but genuine handwritten note of sympathy

Accepted Answer

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

Question 26

scarcity

Accepted Answer

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?

Question 27

consistency

Accepted Answer

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?

Question 28

tend to feel obligated to return favors.

Accepted Answer

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

Question 29

call to action

Accepted Answer

In the context of mass sales messages, what is the last step in the AIDA approach?

Question 30

gaining attention

Accepted Answer

call to action

Question 31

interest.

Accepted Answer

In the AIDA approach, \"I\" stands for

Question 32

The call to action is the concluding step in persuasive messages

Accepted Answer

Which of the following is true of the call to action in persuasive messages?

Question 33

authority

Accepted Answer

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?

Question 34

is self-centered and concerned mainly about his own interests.

Accepted Answer

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

Question 35

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

Accepted Answer

Most persuasive messages are said to be implicit because they

Question 36

you-voice.

Accepted Answer

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

Question 37

you-voice

Accepted Answer

When writing to customers, which of the following voices will force you to consider their needs and wants?

Question 38

anticipates the thoughts of skeptical readers.

Accepted Answer

In an effective external persuasive message, the appreciation statement

Question 39

It is deceptive.

Accepted Answer

What is the main problem with using manipulation to persuade?

Question 40

rationale

Accepted Answer

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

Question 41

offering a solution

Accepted Answer

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

Question 42

indirect.

Accepted Answer

When a business message provides the rationale for a request before making the specific request, the message is said to be

Question 43

analyzing the audience.

Accepted Answer

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

Question 44

The PTE has changed some persuasive strategies but not others.

Accepted Answer

Which of the following statements accurately describes the post-trust era (PTE)?

Question 45

ideas.

Accepted Answer

Internal persuasive messages are typically used to promote

Question 46

build interest and curiosity.

Accepted Answer

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

Question 47

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

Accepted Answer

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

Question 48

be based on emotional appeals.

Accepted Answer

External persuasive messages tend to

Question 49

an attempt to generate interest

Accepted Answer

Which of the following components is likely to be included in the structure of a mass sales message?

Question 50

explicit.

Accepted Answer

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

Question 51

a personal meeting

Accepted Answer

Which of the following is the richest communication channel for delivering bad-news messages?

Question 52

one colleague rejecting another colleague\'s idea

Accepted Answer

Which of the following is an example of a bad-news message characterized by low severity and high controllability?

Question 53

Are my motives clear, or will others perceive that I have a hidden agenda?

Accepted Answer

Which of the following questions will help you review bad-news message to evaluate the \"access\" aspect of the FAIR test?

Question 54

sugarcoating the bad news

Accepted Answer

Ideally, which of the following should a manager avoid when delivering negative performance reviews?

Question 55

In Sandman Corp., as messages move up the chain of bureaucracy, they get filtered at each level to soften bad news.

Accepted Answer

Which of the following is the best example of a company experiencing the mum effect?

Question 56

In the context of bad news, a teaser message is a message that

Accepted Answer

prepares recipients emotionally yet does not reveal specific information.

Question 57

foster a transparent and open work culture.

Accepted Answer

To keep an organization free of the mum effect, it is necessary to

Question 58

providing a clear rationale

Accepted Answer

Which of the following helps organizations maintain credibility when delivering bad news?

Question 59

actions

Accepted Answer

In delivering negative performance reviews, a focus on the ______ of an employee is least likely to provoke defensiveness or a counterproductive response.

Question 60

She should use specific and simple language.

Accepted Answer

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?

Question 61

honesty.

Accepted Answer

In terms of maintaining credibility, the most important quality to convey when delivering bad news is

Question 62

a personal meeting

Accepted Answer

Which of the following communication channels should ideally be used for a bad-news message that is characterized by high severity and high controllability?

Question 63

The bad-news recipients will speculate and gossip.

Accepted Answer

Which of the following is a likely consequence of a person waiting a long time to deliver bad news?

Question 64

focus on the unacceptable actions and their results

Accepted Answer

Lane has to deliver his first negative performance review. He should make sure to

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