Ch.9-11 Communication Flashcards

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