question

To project a positive, tactful tone in a written message, use active voice when conveying negative ideas. avoid using second person when stating negative ideas. rely only on positive words. compliment the receiver in the first and last paragraphs.

answer

avoid using second person when stating negative ideas.

question

Which of the following is FALSE about how perceptions can affect the communication process? Messages are filtered through an individual's frame of reference. Perception is limited by the experiences of the sender of the message. People tend to support ideas that are different from their own. People tend to see only things that they want to see

answer

People tend to support ideas that are different from their own.

question

An effective communicator of a message develops the message from the receiver's viewpoint which is a "you attitude" rather than a "me attitude." True or false

answer

True

question

The use of euphemisms eliminates the need to use negative terms that may suggest unpleasant ideas. True or fales

answer

False

question

he sender of a message should analyze the audience before developing the message in order to do all but which one of the following? Assure that perception of reality is the same for everyone Establish rapport and credibility Simplify the task of organizing the message Address the receiver's needs

answer

Assure that perception of reality is the same for everyone

question

An effective writer should try to write at the exact grade level of the receiver. True False

answer

False

question

Slow, deliberative writing is recommended when drafting a business message. True False

answer

False

question

Grammar and style checkers in word processing programs replace the need for a human editor. True False

answer

False

question

In a document that follows the deductive pattern, the topic sentence contains the details. comes after the details. leaves out any details. precedes the details.

answer

precedes the details.

question

Enumerated or bulleted lists should be placed only in an appendix section of a business document. result in too much wasted white space in a business document. can be used to add visual impact to items in a series. detract from the flow of the written message.

answer

can be used to add visual impact to items in a series.

question

Mary has a neutral message to deliver to a co-worker. What delivery options would be the most effective? Letter, e-mail, or telephone Memo, instant messaging, or voice mail Memo, e-mail, or telephone Letter, web site, or in person

answer

Memo, e-mail, or telephone

question

The following guidelines for writing messages extending credit are true EXCEPT: the writer should omit any mention of sales promotion or resale. the writer should include the payment date and penalty fee for a late payment. the writer should include the credit terms. the writer should state the basis for extending the credit.

answer

the writer should omit any mention of sales promotion or resale.

question

The strategies for structuring effective good- and neutral-news messages follow the inductive sequence. are generally consistent among North American audiences. can generally be applied to cultures around the world. vary dramatically from one company to another.

answer

are generally consistent among North American audiences.

question

Sending a sincere apology message to a customer for a serious mistake made could be considered a mistake. unnecessary, since a verbal apology is more meaningful. a negative news message. an attempt to preserve a relationship.

answer

an attempt to preserve a relationship.

question

Ignacio is asking for a refund or a replacement for a malfunctioning DVD player; his request for the refund or replacement would be considered a negative news message. routine claim. complaint. persuasive claim.

answer

routine claim.

question

Your employee in another location is perpetually late submitting work. You must confront him about his lateness and discuss a solution for the problem. Your email to him says: Your late submissions have become intolerable. I am tired of your work being late. Fix the problem or you're fired! Do you know what time it is? Time for you to get to work! Ha! Ha! (JK!!!) Can we chat today about your upcoming project deadlines and your plans to meet them?

answer

Can we chat today about your upcoming project deadlines and your plans to meet them?

question

During a business lunch with a client, a colleague calls with bad news about another project. You should answer the call at the table, listen to the news calmly, and tell your colleague you will call him back later. let the phone continue to ring at the table without answering. excuse yourself from the table, take the call somewhere unobtrusive, handle anything you can handle quickly, and then tell your colleague you will call him back later. answer the call at the table and discuss the situation without leaving the table.

answer

excuse yourself from the table, take the call somewhere unobtrusive, handle anything you can handle quickly, and then tell your colleague you will call him back later.

question

Electronic messages as a communication channel would NOT be appropriate for which of the following situations? When you need to send sensitive or extremely confidential information When you need to send a message to someone outside the company When you need to send one message to several different people When you need a quick response to a simple question

answer

When you need to send sensitive or extremely confidential information

question

To protect computer systems from e-mail viruses and hoaxes, open attachments and then command your computer to scan them for virus activity. keep in mind that unsolicited e-mails with an ".exe" extension are usually safe to open. forward questionable messages to the e-mail administrator. forward all emailed warnings to those in your address book just in case the threat is real.

answer

forward questionable messages to the e-mail administrator.

question

When leaving a voice mail for a client concerning an upcoming meeting, you should discuss your schedule for the entire week, detailing each meeting you have. leave your name and telephone number and no other details to save time. leave your name, telephone number, and enough details for the listener to understand what you want. start talking about the meeting immediately, without giving your name if your client should recognize your voice.

answer

leave your name, telephone number, and enough details for the listener to understand what you want.

question

Offering a counterproposal may eliminate the need to state the refusal directly. True False

answer

True

question

If bad news appears in the first sentence of a message, the receiver will be prepared for the reasoning that follows. receiver's reaction is likely to be defensive. receiver will withhold judgment until he or she has finished reading. receiver's urge to counter argue will be minimized.

answer

receiver's reaction is likely to be defensive.

question

Email is often the most effective channel for communicating negative organizational news. True False

answer

False

question

The use of passive voice and a complex sentence are effective ways to de-emphasize bad news. The use of passive voice and a complex sentence are effective ways to de-emphasize bad news. True False

answer

True

question

When writing a message offering constructive criticism, one's primary consideration should be having a positive intent from the beginning. placing your judgment statement in a dependent clause. none of the above. buffering negative language and personal opinions in a middle paragraph.

answer

having a positive intent from the beginning.

question

While every team is a group, not every group is a team. True False

answer

True

question

A supervisor on the night shift at a manufacturing plant is told to dump chemicals used in the refining process rather than dispose of them properly according to safety regulations. The owner of the company insists that the chemicals are not harmful to the environment, but the supervisor knows that the dumping is illegal. The supervisor believes that he will lose his job if he reports the problem to authorities at the Environmental Protection Agency. This is an example of which potential cause of unethical behavior? Unwilling to stand for what is right. uncertainty about whether an act is wrong. excessive emphasis on profits. obsession with personal advancement.

answer

Unwilling to stand for what is right.

question

n spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels. True False

answer

True

question

Though people around the world speak different languages, nonverbal communication, such as gestures and facial expressions, generally has the same meanings to all cultures. True False

answer

False

question

An organizational chart is a graphic representation of ____ formal communication channels within the organization. external communication channels utilized by the organization. informal communication channels within the organization. both informal and formal communication channels within the organization.

answer

formal communication channels within the organization.

question

Consensus is the collective opinion of a group, even though each member may not agree with every aspect of the decision. True False

answer

True

question

A job applicant appears for an interview in wrinkled clothing. What nonverbal message is the interviewer most likely to receive? He is a busy person. He will dress better once hired. He didn't care enough to look his best. He is not concerned about physical appearance.

answer

He didn't care enough to look his best.

question

Which of the following is NOT a characteristic of effective groups? Members compete for the leadership position. Members are flexible in the roles they assume. Members establish norms for behavior and expectations. Members have common goals.

answer

Members compete for the leadership position.

question

Effective listening involves observing nonverbal communication as well as hearing the verbal message. True False

answer

True

question

Which of the following stages of team development is often NOT experienced, even in long-term teams? Performing Brainstorming Norming Storming

answer

Performing

question

Which of the following statements is MOST sender-centered? All customers receive a discount with the coupon. Please send a copy of your annual report. Congratulations on your new job with the sales department. I want to take this opportunity to offer my thanks for the service provided.

answer

I want to take this opportunity to offer my thanks for the service provided.

question

Two techniques for effectively presenting a negative idea are use active voice and place the bad news in a separate sentence. use non-specific words and place the bad news at the beginning of the message. use concrete words and place the bad news at the end of the message. use passive voice and place the bad news in a dependent clause rather than the main clause.

answer

use passive voice and place the bad news in a dependent clause rather than the main clause.

question

Which of the following is the BEST example of concise communication? It is standard company policy that those who are salaried as managers are expected to work overtime with no financial compensation. Compensation is not available for salaried employees who are asked to work overtime to complete the excess workload. Salaried employees will not receive financial compensation for overtime work. All those employees who are on a salary basis will not receive compensation for number of hours worked in excess of 40 hours per week.

answer

Salaried employees will not receive financial compensation for overtime work.

question

In business documents, a general rule for readability is that paragraphs normally should be 7 to 12 lines in length. no longer than 20 lines. 6 lines or less in length. any desired length, as the number of lines is not important.

answer

6 lines or less in length.

question

Enumerated or bulleted lists detract from the flow of the written message. result in too much wasted white space in a business document. can be used to add visual impact to items in a series. should be placed only in an appendix section of a business document.

answer

can be used to add visual impact to items in a series.

question

Final proofreading of an important business document should typically be done from a draft paper copy. from an archive file copy. from a final copy on company letterhead. from the computer screen.

answer

from a draft paper copy.

question

Which of the following is FALSE concerning readability level? Many word processing programs calculate readability measures automatically. The two factors that affect the readability level are the number of words in the passage and the complexity of the sentences. The writer should use feedback on readability level to revise appropriately. A readability level of 10 means that a person would need to be able to read at the tenth-grade level to understand the material.

answer

The two factors that affect the readability level are the number of words in the passage and the complexity of the sentences.

question

Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims. routine deductive persuasive good-news

answer

routine

question

Which of the following is NOT good advice for writing a routine claim? Assume the request will be granted. Use the direct approach. Avoid an accusatory tone. Use a persuasive, forceful tone.

answer

Use a persuasive, forceful tone.

question

Which of the following requires an individualized acknowledgment message? All of the above Initial order from a customer Delayed order Custom order

answer

All of the above

question

Because e-mail messages are written efficiently, they should be organized in a direct, deductive style. True False

answer

False

question

The word "Meeting" is an example of an efficient and effective subject line for an email message. True False

answer

False

question

Email messages should be limited to one topic because some computers cannot display longer messages. an email message should not contain competing ideas. messages with multiple topics take too long to type. the recipient might forget to respond to multiple points discussed.

answer

the recipient might forget to respond to multiple points discussed.

question

Federal laws ensure that email messages employees send at work are private. True False

answer

False

question

One of the purposes of a subject line in an email message is to allow recipients to sort through and prioritize the reading of messages. True False

answer

True

question

What is the correct order for the inductive writing sequence? Buffer, bad news, reasons, counterproposal, and desire to continue the relationship Buffer, reasons, bad news, counterproposal, and desire to continue the relationship Bad news, reasons, counterproposal, and desire to continue the relationship Reasons, neutral idea, bad news, and desire to continue the relationship

answer

Buffer, reasons, bad news, counterproposal, and desire to continue the relationship

question

The use of passive voice and a complex sentence are effective ways to de-emphasize bad news. True False

answer

True

question

Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal. True False

answer

False

question

An effective counterproposal may not always be possible. All of the above can eliminate the need to state the refusal directly. may represent a tangible or intangible benefit to the reader.

answer

All of the above

question

Messages denying credit are different from other types of bad-news messages in that they use the deductive pattern of organization. do not have to include reasons for refusal. are subject to more legal issues. do not need to maintain the goodwill of the recipient.

answer

are subject to more legal issues.

question

Which of the following is true of personal space requirements? Space operates as a language, just as time does. All of the above statements are true. The study of space requirements is known as chronemics. In the United States culture, very little personal space is expected or required as compared to other cultures of the world.

answer

Space operates as a language, just as time does.

question

The sender's primary objective is to decode the message so that the message received is as close as possible to the message that is sent. True False

answer

False

question

Intrapersonal communication occurs when individuals from two different organizations communicate effectively. teamwork dynamics contribute to the feedback. an individual processes information individually. two people are involved in the process.

answer

an individual processes information individually.

question

Which of the following statements about culture is true? Components of culture such as value of the individual, value placed on materialism, work ethic, etc. are distinct, unrelated elements. None of the above statements are true. Culture is inborn from the moment of birth. Stereotyping allows one to form accurate mental pictures of the main characteristics of another group.

answer

None of the above statements are true.

question

Email is generally a more time efficient communication channel than the phone. True False

answer

True

question

Electronic meetings are preferred to face-to-face meetings when group efforts are just beginning and members are trying to build group values. True False

answer

False

question

Which of the following facts makes listening difficult? Making written notes short circuits the listening activity. The human ear is unable to keep up with the speech rate of most speakers. The listener often thinks ahead to anticipate future points and evaluate the ideas heard. Our minds process much faster than a speaker can talk.

answer

Our minds process much faster than a speaker can talk.

question

A task force is an example of a long-standing team or group. True False

answer

False

question

Which of the following statements about nonverbal messages is FALSE? Nonverbal messages are consistent across cultures. Nonverbal messages may be intentional or unintentional. Nonverbal messages may be beneficial or harmful. Nonverbal messages cannot be avoided.

answer

Nonverbal messages are consistent across cultures.

question

Listening commonly consumes more of a business employee's time than reading, writing, and speaking combined. True False

answer

True

question

Jargon may be used effectively when communicating with colleagues in the same field. True False

answer

True

question

Organizing a message before writing it ensures that ideas are presented clearly and logically. ensures that all ideas will receive equal emphasis. All of the above lengthens the time spent composing the message.

answer

ensures that ideas are presented clearly and logically.

question

Embellishment or exaggeration is justified when needed for persuasive sales messages. True False

answer

False

question

Which of the following is an adequate reason for choosing passive voice? To emphasize the "you" focus To make the sentence more descriptive To avoid assessing blame To make the sentence more emphatic

answer

To avoid assessing blame

question

Which of the following is NOT a technique for achieving coherence? Repeat a word used in a preceding sentence. Use connecting words. Use active voice. Use a pronoun to represent a noun from the preceding sentence.

answer

Use active voice.

question

Hong's memo that describes new steps for merchandise returns should include which of the following techniques for emphasis? Bulleted list Boxed text Talking heads Numbered list

answer

Numbered list

question

Persuasive requests differ from routine requests in that routine requests require a forceful approach. routine requests begin with details and explanations first. persuasive arguments need to be presented at the beginning of the message. persuasive messages are shorter in length.

answer

persuasive arguments need to be presented at the beginning of the message.

question

Memorandums are appropriate for communication both inside and outside the company. True False

answer

False

question

The usual American strategies for structuring good-news and neutral-news messages can be generally applied to international audiences. True False

answer

False

question

Which of the following is recommended advice when writing an appreciation message? Avoid specific remarks about the receiver's performance or achievement. Time the message to arrive two to three weeks following the action or event. Use slight exaggerations to communicate your favorable attitude. Send a copy of the appreciation message to the individual's supervisor.

answer

Send a copy of the appreciation message to the individual's supervisor.

question

Email is a channel of choice for business messages that must be sent to several recipients in a timely manner. True False

answer

True

question

When composing an email message, present the information in the order it is likely needed or will be best received. ideas should be organized inductively when the message contains good news or routine information. just be direct, since such communications are routine. avoid repeating information that is in the subject line in the opening sentence.

answer

present the information in the order it is likely needed or will be best received.

question

Federal laws ensure that email messages employees send at work are private. True False

answer

False

question

Which of the following is NOT an example of good email etiquette? Answer every email message as soon as it is received. Forward an email from another person only with the permission of the original writer. Avoid sending messages when you are angry. Send short, direct messages that would typically be sent through memos.

answer

Answer every email message as soon as it is received.

question

Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training. However, since he is currently conducting an important staff development program, his schedule is very busy, and he must refuse the request. What would be the best way to end his message? My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000. Again, I am very flattered by your request. I'll call you if I have some time in the next month. I apologize that I am so busy right now. Maybe next semester I can speak to your class.

answer

My training assistant, David, has extensive experience and would enjoy speaking to your class. Please feel free to call him at 469-8000.

question

The use of passive voice and a complex sentence are effective ways to de-emphasize bad news. True False

answer

True

question

By placing bad news in the first paragraph, the communicator may then gain receiver support by turning attention to the more acceptable information of the reasons for the bad news and the counterproposal. True False

answer

False

question

Exceptions to the use of inductive approach for bad-news messages include memos sent within the company. All of the above oral presentations. letters addressing a very small, insignificant matter.

answer

letters addressing a very small, insignificant matter

question

Barriers, or interferences, to communication can be completely overcome by skilled communicators. True False

answer

False

question

The grapevine in an organization passes a message in single file from person to person until it finally reaches the end of the line. is typically no more or less accurate than other channels. has a single, consistent source. serves no necessary purpose; thus, managers should work to eliminate it.

answer

is typically no more or less accurate than other channels.

question

A strategic force affecting communication is a set of conditions that simplifies the communication process. a challenge that can be overcome by skilled communicators. an impact that influences the communication process and helps to determine and define the nature of the communication that occurs. an influence that occasionally affects the communication environment.

answer

an impact that influences the communication process and helps to determine and define the nature of the communication that occurs.

question

A supervisor on the night shift at a manufacturing plant is told to dump chemicals used in the refining process rather than dispose of them properly according to safety regulations. The owner of the company insists that the chemicals are not harmful to the environment, but the supervisor knows that the dumping is illegal. The supervisor believes that he will lose his job if he reports the problem to authorities at the Environmental Protection Agency. This is an example of which potential cause of unethical behavior? obsession with personal advancement. Unwilling to stand for what is right. uncertainty about whether an act is wrong. excessive emphasis on profits.

answer

Unwilling to stand for what is right.

question

Which of the following is true of personal space requirements? The study of space requirements is known as chronemics. In the United States culture, very little personal space is expected or required as compared to other cultures of the world. All of the above statements are true. Space operates as a language, just as time does.

answer

Space operates as a language, just as time does.

question

A task force is an example of a long-standing team or group. True False

answer

False

question

Which of the following is NOT a characteristic of effective groups? Members are flexible in the roles they assume. Members establish norms for behavior and expectations. Members compete for the leadership position. Members have common goals.

answer

Members compete for the leadership position.

question

According to Maslow's hierarchy of needs, people generally satisfy lower level needs before they move on to higher level needs. True False

answer

True

question

Which of the following is appropriate etiquette when listening? Interrupt the speaker when a misstatement is made. Frequently break eye contact with the speaker. None of the above are appropriate listening etiquette. Restate in your own words what you think the speaker has said.

answer

Restate in your own words what you think the speaker has said.

question

A student who is listening to instructions for a homework assignment should be using casual listening skills. True False

answer

False

question

Clichés are handy verbal shortcuts that should be used whenever possible to shorten business messages. True False

answer

False

question

As a sender of a message, it is important to consider the age and economic level of the receiver of the message. True False

answer

True

question

Which of the following statements should a manager use to effectively communicate with an employee who has recently learned to speak English? The points in your proposal are exactly what I was looking for. Your quarterly sales figures have gone through the roof. Bob must be off his rocker if he expects us to complete the report today. We have our competition between a rock and a hard place.

answer

The points in your proposal are exactly what I was looking for.

question

"When you complete the assignment" is an example of deductive statement. an independent clause. passive voice. a dependent clause.

answer

a dependent clause.

question

Visual enhancements in a business document are unnecessary when the writing is effective. can be applied easily using word processing features. can be overused and create clutter. distract from important information in long, complex documents.

answer

can be applied easily using word processing features.

question

The first step in proofreading a document that you have word processed is to use the spell check. True False

answer

True

question

Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea. True False

answer

True

question

The deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message. True False

answer

True

question

E-mail and memos differ from letters in that they are subject to less grammatical scrutiny. more formal in tone. less formal in tone and formatting. written to employees within a company.

answer

less formal in tone and formatting.

question

Enumerated lists, bulleted lists, tables, graphs, and pictures can all be used in email messages to strengthen communication. True False

answer

True

question

A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered. Which of the following channels of communication would be MOST appropriate for sharing this news, given the sensitive nature of the message? A phone call A face-to-face meeting with each employee A well-written, empathetic letter An email message

answer

A face-to-face meeting with each employee

question

The subject line of an email message should do all of the following, EXCEPT warn the recipient of the message of the bad news. provide a point of reference for future use. expedite understanding of the message. allow the recipient to prioritize the message.

answer

warn the recipient of the message of the bad news.

question

The single most important aspect of successful teamwork is effective communication. shared leadership. diversity of group members. problem solving and consensus.

answer

effective communication.

question

Three basic purpose of communication are to feel, sense, and influence. True False

answer

False

question

In spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels. True False

answer

True

question

Differences in education level, experience, and culture or distractions such as noise, uncomfortable room temperature, and interruptions are examples of interference. interception. feedback. decoding.

answer

interference.

question

Which of the following facts makes listening difficult? The listener often thinks ahead to anticipate future points and evaluate the ideas heard. Our minds process much faster than a speaker can talk. The human ear is unable to keep up with the speech rate of most speakers. Making written notes short circuits the listening activity.

answer

Our minds process much faster than a speaker can talk.

question

When a manager sends a message that has a grammar or spelling error, the receiver may question her credibility or feel disrespected. True False

answer

True

question

A receiver's reaction to a message is strongly influenced by none of the above. the sequence of the ideas presented. an emphatic beginning sentence or ending sentence. both A and B.

answer

both A and B.

question

Appropriate channel selection is dependent on the purpose of your message. True False

answer

True

question

To emphasize a word or an idea, position it first or last in a sentence, clause, paragraph, or document. True False

answer

True

question

Which of the following is the most effective report heading? Sales Quarterly Sales 4th Quarter Sales 4th Quarter Sales Exceed Predictions

answer

4th Quarter Sales Exceed Predictions

question

Which of the following sentences is a good example of a beginning sentence in a favorable reply to a routine request? I read your request. Thank you for your request. We can definitely assist you in having your regional conference at the Ritz-Carlton. Please let us know the number of rooms you require first.

answer

We can definitely assist you in having your regional conference at the Ritz-Carlton.

question

When you provide credit information, you have an ethical and legal obligation to the credit applicant. yourself. the business from whom credit is requested. all of the above.

answer

all of the above.

question

Given the informality of a business email message, grammar and spelling are not as critical as they might be in a business letter. True False

answer

False

question

Your employer asked you to compose a message to be sent to all job applicants who were not selected for an available sales representative position. You should ask the applicant to consider why he or she was not selected. tell the applicant at the beginning that another candidate was chosen. place the "not selected" message in the dependent clause of a complex sentence telling of the high competition the applicant faced in interviewing for this job. imply that someone else has been selected for the position, thus avoiding the uncomfortable job of rejecting someone.

answer

place the "not selected" message in the dependent clause of a complex sentence telling of the high competition the applicant faced in interviewing for this job.

question

Communication in successful work teams is the same as the process of communication in traditional organizations. is affected primarily by trust building and shared leadership. places reduced emphasis on listening, problem solving, and conflict resolution. replaces vertical information flow with horizontal flow.

answer

is affected primarily by trust building and shared leadership.

question

In a flat organization structure, communicating among the cross-disciplinary teams becomes more important than upward and downward communication. True False

answer

True

question

You are the supervisor of an employee who just learned that she did not receive the promotion she had anticipated. You call her into your office and ask her to discuss her reaction. What type of listening are you engaged in? Empathetic listening Listening for information Casual listening Intensive listening

answer

Empathetic listening

question

A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered. Which of the following channels of communication would be the LEAST effective method for sharing the news with employees, given the sensitive nature of the message? (Put yourself in the receivers place. Which of these would have the most negative impact if you received this news?) Electronic mail to all affected employees A telephone call to each affected employee A face-to-face meeting with each employee A well-written, empathetic letter to each affected employee

answer

Electronic mail to all affected employees

question

As a student, you are concerned with making a good grade in your economics class. However, instead of taking copious notes, you outline the major points and try to listen and watch the speaker as much as possible. What type of listening are you engaged in? Intensive listening Casual listening Listening for information Empathetic listening

answer

Listening for information

question

"The training session was worthwhile; it was worthwhile because employees learned to do the task correctly." is an example of which of the following techniques used for emphasis? Words that label Position Repetition Passive voice

answer

Repetition

question

All sentences in a business message should be of approximately the same length. True False

answer

False

question

The readability level of a passage is affected by the length of the sentences and difficulty of the words. True False

answer

False

question

Making a choice between an inductive outline or a deductive outline is as important in writing a memorandum as in writing a letter. True False

answer

True

question

As vice president of sales, you would like to send company personnel a good-news message about the company's first quarter sales results. Which of the following would be the best subject line for your message? Sales Figures Good News! FYI First Quarter Sales Exceed Projections

answer

First Quarter Sales Exceed Projections

question

Communicating constructive criticism about service received can be thought of as an ethical responsibility. True False

answer

True

question

The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation. True False

answer

False

question

Steve's explains a new policy to his staff which prohibits the use of office computers for personal email. Several of the employees frown at the news and one staff member makes a sarcastic remark. Steve's staff is interfering. encoding. giving feedback. decoding.

answer

giving feedback

question

A manager who constantly emphasizes punctuality to subordinates arrives late to meetings. The nonverbal message will be more strongly believed by the subordinates. True False

answer

True

question

Which of the following is the MOST effective heading in a memo report to employees? Employee Benefits Benefits Will Undergo Radical Alterations in Forthcoming Fiscal Year How Do Benefit Changes Affect You? Benefit Cuts

answer

How Do Benefit Changes Affect You?

question

Bullets are usually preferred over numerals in a document list unless sequence is important. True False

answer

True

question

Communicating constructive criticism about service received can be thought of as an ethical responsibility. True False

answer

True

question

Which of the following is typically true of work teams? Work team members typically set their own goals without management input and plan how to work to achieve those goals. Employees in a self-directed work team handle a wide array of functions and work with a minimum of direct supervision. Although the concept of work teams has been widely used in the U.S. for some time, it has not gained significant support in other countries. Work teams occasionally experience a drain on their collaborative energy; this drain is referred to as synergy.

answer

Employees in a self-directed work team handle a wide array of functions and work with a minimum of direct supervision.

question

Persuasive requests differ from routine requests in that persuasive messages are shorter in length. routine requests begin with details and explanations first. routine requests require a forceful approach. persuasive arguments need to be presented at the beginning of the message.

answer

persuasive arguments need to be presented at the beginning of the message.

question

Your company has decided to require all employees to wear picture ID badges, starting next week. Numerous steps are involved to get a photo ID. What would you do to alert the employees of the requirement? Schedule a company-wide meeting to explain the procedure. Send each employee a form letter about the requirement to his or her home. Send the procedural message in an email to all employees. Ask each employee to come in for a meeting with you.

answer

Send the procedural message in an email to all employees.

question

The ABC Corporation is concerned about the legal problems of email being used for evidence in litigation. Employees must adhere to strict email guidelines. Which of the following should NOT be one of ABC's guidelines for email usage? Use email for private messages. Avoid writing emotionally charged emails. Organize emails in folders and subfolders for quick retrieval. Delete unneeded emails regularly to avoid clutter

answer

Use email for private messages.

question

Business writers normally use active voice more frequently than passive voice because active voice conveys ideas more vividly. True False

answer

True

question

Text messaging should not be used for which of the following business messages? An efficient delivery of a sales message. A confirmation of an appointment to a coworker on a business trip. A less emotional way to tell a subordinate he did not receive a desired promotion. A quick and silent updating message to a colleague in a meeting.

answer

A less emotional way to tell a subordinate he did not receive a desired promotion.

question

Guidelines for effective meetings include limiting meeting length and frequency. preparing an agenda immediately following each meeting. eliminating conflict. seeking unanimous agreement on all important issues.

answer

limiting meeting length and frequency.

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