question

In the interpersonal communication process, the messages exchanged are

answer

simultaneous and mutual.

question

What term is used for events that cause strong, often negative, emotional responses?

answer

triggers

question

People who speak out constructively about differences of opinion are most likely to have

answer

high relationship management skills.

question

Which of the following is characteristic of learner mind-sets?

answer

viewing differences of opinion as normal

question

Matt and LaRita grew up in communities that view authority in very different ways, so they have difficulty understanding each other at times. The problem is being caused primarily because of

answer

a filter of lifetime experiences.

question

Which of the following employees is most likely to be a hub?

answer

Cho works at coordinating the efforts of the whole team.

question

Why does emotional hijacking occur?

answer

People are hard-wired to feel emotions about a situation before they reason it out.

question

Which of the following is a solution-oriented question?

answer

How can we reduce our expenses for office supplies to meet our budget goals?

question

Frank is having difficulty hearing the point his coworker is making because of loud hammering outside the window. What type of noise is Frank experiencing?

answer

physical

question

When you are trying to read another person's nonverbal clues, which of the following should you focus on the most?

answer

the eyes

question

Which of the following employees is most likely to have a blue motivational value system?

answer

Darwin focuses on encouraging the growth of coworkers.

question

Which of the following is a strength of introverts?

answer

asking thoughtful, important questions

question

In tense and emotionally charged situations, it is important to

answer

hold judgment.

question

Which of the following is a sign of a person paying attention?

answer

a nod to indicate acknowledgement

question

What is the process of interpreting messages from others into meaning?

answer

decoding

question

On the day after her boyfriend broke up with her, Candace found out at work that someone else received the promotion she was hoping to get. Instead of asking her manager what she could do to improve her chances in the future, she raged about how unfair life is. What did Candace experience?

answer

emotional hijacking

question

Which of the following employees is acting with incivility?

answer

Scott usually greets female colleagues by saying, "Hello there, girls."

question

What are probing questions?

answer

Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.

question

Which of the following is most likely to be true about the people who exhibit high self-management?

answer

They spend a higher percentage of work conversations on work-related topics.

question

Which of the following is a funnel question?

answer

Now that we know we want to reduce the company budget, what subcategories should we consider?

question

Which of the following employees is most likely to be an extrovert?

answer

Len meets everyone in the department by his third day on the job.

question

_____ involves favorable explanations for why others have behaved in a certain way.

answer

Mitigating information

question

______ is a show of respect for the dignity and importance of others.

answer

Civility

question

Asking oneself how certain emotions alter or distort one's thinking helps improve

answer

self-awareness.

question

What is sight-reading?

answer

intelligent observation of nonverbal communication

question

Which of the following is true of credibility?

answer

It is an important basis for effective communication.

question

_____ refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done.

answer

competence

question

Which of the following is true of competence?

answer

A person's reputation for competence is influenced by his or her communication skills.

question

One of the traits associated with competence is "a focus on action." This specifically implies

answer

seizing business opportunities when they present themselves.

question

An "emphasis on results" is a trait associated with

answer

competence

question

In the business world, caring can be demonstrated by

answer

considering the needs of customers and employees.

question

A sense of caring is demonstrated by an employer who

answer

prioritizes the development of his or her employees' skills.

question

Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for caring. Which of the following statements would prove this?

answer

He strives to understand the interests and aspirations of his employees.

question

A business leader can cultivate a sense of community by

answer

having a communication style that is we-oriented, not me-oriented.

question

_____ refers to a reputation for adhering to high moral and ethical values.

answer

character

question

Which of the following statements accurately describes the role played by character in the establishment of credibility?

answer

Character is especially important in long-term, collaborative relationships.

question

The rules of conduct or moral principles that guide individual or group behavior are known as

answer

ethics.

question

What is the definition of business ethics?

answer

commonly held principles in the business community for acceptable behavior

question

The dominant business ethic in corporate communications is _____, which is "a principle that allows those affected by administrative decisions, business transactions, or charitable work to know not only the basic facts and figures but also the mechanisms and processes. It is the duty of civil servants, managers, and trustees to act visibly, predictably and understandably."

answer

transparency

question

Which action demonstrates that Joaquin acts with transparency?

answer

He shares all relevant information with stakeholders.

question

How can a business leader create an environment of transparency?

answer

by acknowledging the concerns of employees

question

Which of the following factors reduces the incidence of unethical behavior?

answer

a transparent atmosphere

question

Corporate values are

answer

the stated and lived values of a company.

question

Personal values are

answer

the values that individuals prioritize and adhere to.

question

When personal values and corporate values are aligned, employees have more

answer

integrity

question

Which of the following is true of contemporary organizational culture?

answer

Most organizations are moving toward flatter communication structures.

question

The FAIR (Facts, Access, Impacts, Respect) test is intended to evaluate

answer

the credibility of your business communication.

question

In high-trust relationships

answer

people are more willing to cooperate with each other.

question

In low-trust relationships, people tend to

answer

regard the actions of other people negatively.

question

Laura wants to improve her employees' engagement. To do so, she should try to increase their

answer

emotional engagement with their work.

question

What is the storming stage of team development?

answer

Team members discuss competing ideas about how the team should approach work.

question

Which action is most likely to occur during the norming stage of team development?

answer

The entire team agrees on goals, individual tasks, and ways to be accountable.

question

Which of the following is true of high-performing teams?

answer

They embrace differing viewpoints and conflict.

question

_____ is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive.

answer

Disassociation

question

_____ refers to a set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals.

answer

Team culture

question

The primary value of having diversity on teams is that it helps them

answer

welcome new ideas.

question

Antonio has been appointed the facilitator of his team. His main job is to

answer

ensure that each agenda item is properly discussed.

question

Which of the following should be included in an agenda?

answer

expected outcomes

question

What is one technique that meeting leaders can use to encourage discussion but avoid arguments during the early part of meetings?

answer

foster disassociation

question

Lupe is about to lead a problem-solving meeting. Which of the following should she ask her team to focus on first?

answer

agreeing on a definition of the problem

question

Kwan is the leader of a team whose meetings are being disrupted by Liz, who dominates the discussions with long, irrelevant comments. What is the best way for Kwan to address the situation?

answer

providing strong leadership in assigning team roles and keeping to the agenda

question

Which of the following should be associated with every action item that a team decides upon in a meeting?

answer

a deadline

question

Which of the following is a reason in favor of using virtual teams?

answer

Experts in different locations can pool their skills and knowledge.

question

Which technique helps virtual teams to remain energized while working toward their goals?

answer

rotating team leaders

question

What is the "Take5" strategy for virtual teams?

answer

the recommendation that teams start meetings with five minutes of social chat

question

Which of the following questions will best help virtual teams profit from diversity by capturing the perspectives of all team members?

answer

"What do you think about this idea?"

question

What is the downside of privately texting a team member during a virtual meeting?

answer

You might lose track of the larger team discussion.

question

When a team is assigned a group writing project, how much time should they spend together planning before delegating independent work?

answer

at least 1-2 hours

question

Which of the following correctly describes how often teams should meet when working on group writing?

answer

consistently during all stages of the project

question

During a meeting, Stacy's team decides that because of their research findings, they should change the focus of their group paper. This means that Stacy's original suggestions about the paper will be discarded. How should Stacy respond?

answer

She should be flexible because it is a group project.

question

Which is the advantage of using Google Drive to store group documents?

answer

It allows all group members to edit the document in real time.

question

Gisela is having a difficult conversation with Ramon, who is expressing a lot of anger. How can Gisela defuse the situation?

answer

She can summarize what Ramon is saying about this thoughts and feelings.

question

A(n) ______ story involves combining your experiences, perspectives, and goals with those of others to form a common approach to work.

answer

shared

question

Which of the following statements about difficult conversations is true?

answer

Managing difficult conversations with success requires self-awareness.

question

Difficult conversations are best handled by

answer

embracing conflict as an opportunity to exchange perspectives.

question

_____ is a measure of your ability to work with and adapt to people from other backgrounds.

answer

Cultural intelligence

question

Steve, the CEO of a chocolate manufacturing company called Sweet Splash, intends to expand his business to Asia. To facilitate this expansion, he decides to transfer one of his more experienced managers to the targeted country. He wishes to pick a manager who displays high cultural intelligence. Which of the following managers fulfills this requirement?

answer

Jordan, who works well with people from different backgrounds

question

While evaluating the various courses available at the University of Radcliffe, Marcie skips over the language brochures. She believes that learning a new language is unnecessary; English is considered the global business language and she speaks it fluently. Which of the following statements, if true, makes her decision a bad one?

answer

Learning another culture's language helps you understand its people better.

question

Outgroup homogeneity effect is the assumption that

answer

members of other groups are all the same.

question

Which of the following statements about stereotyping is true?

answer

Popular culture plays an important role in the formation of negative stereotypes.

question

Khadija is an international student who has mixed feelings about life in Riverside. The people are helpful and friendly, but they sometimes make unflattering and incorrect assumptions about her culture. The behavior of the people of Riverside is an example of which of the following concepts?

answer

stereotyping

question

Which of the following statements is true of cultural dimensions?

answer

Cultural dimensions are factors that help you understand a culture's underlying goals and motivations.

question

_____ deal with the levels of independence and interdependence that people in a society possess and encourage.

answer

Individualism and collectivism

question

Collectivists tend to

answer

view themselves as interdependent, forming an identity based on that of their family and friends.

question

Which is most likely to happen in an egalitarian culture?

answer

The company will award stock to employees so they can share in the ownership.

question

Which of the following is a feature of hierarchical cultures?

answer

Leaders expect employees to comply with their decisions because of their authority.

question

In societies with low performance orientation, people

answer

hold relationships to be more important than results.

question

High future orientation cultures

answer

focus more on intrinsic motivation.

question

The cultural dimension that deals with the level of confrontation and directness considered appropriate and productive is called _____.

answer

assertiveness

question

In a highly assertive culture, you would be likely to observe people

answer

using competitive language when evaluating ideas.

question

Which behavior would you most likely see in a low humane orientation culture?

answer

When people form new acquaintances, they avoid physical gestures of welcome.

question

People from low uncertainty avoidance cultures

answer

prefer informality in most interpersonal business interactions.

question

In high gender egalitarianism cultures

answer

men and women are encouraged to occupy the same professional roles.

question

_____ is the belief that your own culture is superior to all others.

answer

Ethnocentrism

question

Why is it important to learn about the customs and etiquette of Brazil, Russia, India, and China in particular?

answer

They are expected to become important business markets.

question

Which topic should you avoid discussing in both Brazil and India?

answer

poverty

question

What subjects are appropriate topics of conversation in both China and Russia?

answer

culture and history

question

_____ refers to a mind-set that values choice more than obligation.

answer

Individualism

question

_____ is the degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind.

answer

Humane orientation

question

Which of the following is characteristic of people from high uncertainty avoidance cultures?

answer

They often stress orderliness and consistency, even if it means sacrificing experimentation and innovation.

question

Which of the following is most likely to lower a person's credibility?

answer

exaggeration of facts

question

Which of the following is typically included in the reviewing stage of writing an effective business message?

answer

removing distractions from the message

question

In all business messages, communicators should ideally aim to

answer

project concern for others.

question

Analyzing a business problem typically involves

answer

uncovering relevant facts.

question

Which of the following is most likely to be true about excellent business writers?

answer

They spend a significant amount of time reviewing their work.

question

Which of the following should ideally be one of the goals of a business communicator?

answer

to express the message in a way that respects others

question

_____ are statements that can be relied on with a fair amount of certainty and can be observed objectively.

answer

Facts

question

Daniel has to prepare a report outlining the reasons why his company is going to shut down two factories in the United States. How will Daniel structure the report if he wants to use the inductive method?

answer

lay out the supporting reasons in careful order; state the primary message

question

While analyzing the advantages of orientation programs for new employees, Carter learns that these programs can make new employees more comfortable in their jobs and thus help them focus on their work. This in turn increases employee efficiency and reduces the likelihood that they will quit their jobs. Which of the following statements should Carter avoid making because it exaggerates the facts?

answer

Orientation programs eliminate the likelihood of new employees quitting their jobs.

question

In the course of creating an effective business message, excellent business thinkers are most likely to

answer

identify and articulate key questions and problems.

question

While examining the pros and cons of introducing a stress-busting yoga program for the employees of Hillock Inc., Juanita learns that the pros far outnumber the cons and decides to recommend implementation of the yoga program. Which of the following statements is most likely to increase the positivity of her proposition?

answer

The yoga program would increase the efficiency of the employees.

question

To break out of the reputation of an inexperienced newcomer, you should

answer

ask your boss for ideas about improving your professional reputation.

question

The deductive approach is also known as the _____ approach.

answer

direct

question

Which of the following is typically included in the planning stage of writing an effective business message?

answer

generating the best ideas to address a business issue

question

The inductive approach to writing a business argument

answer

provides the supporting reasons first before the primary message.

question

In order to make business messages more positive, writers should focus on actions they can accomplish and demonstrate a realistic optimism. However, they should be careful

answer

not to exaggerate facts.

question

Terence works as a software developer and is very particular about maintaining the quality of his work. He has set a very high standard for himself as well as those working under him. Terence's high ideals are referred to as

answer

values

question

At the U.S. division of Bluebell Inc. the productivity of the employees is going down. Kinsey, the branch manager conducts thorough research and learns that most of the employees were involved in social loafing. If he wants to use the deductive approach, how should Kinsey structure his report to senior management?

answer

state the primary message; lay out supporting reasons; conclude with a call to action

question

What is the most likely impact of slanting facts?

answer

It reduces the credibility of a business message.

question

To build well-reasoned business positions, one should

answer

avoid faulty cause/effect claims.

question

Which of the following is most likely to be included in the drafting stage of writing an effective business message?

answer

making the message easy to read

question

Tulip has been asked to create an effective business message aimed at making the employees understand the benefits of working in a group. In the process of creating the business message, she studies the background of the employees and their needs and priorities. This action belongs to which step of the AIM planning process used for developing influential messages?

answer

audience analysis

question

Which of the following suggestions should be followed to build a well-reasoned business position?

answer

Use strong analogies.

question

Typically, in the context of developing effective business messages, the priorities of the targeted audience

answer

tend to shift more often than values.

question

Which of the following techniques is most likely to make business messages more positive?

answer

displaying a confident attitude

question

While conducting the FAIR test, which of the following questions will help you analyze the impact of your business message?

answer

Have you thought about how the message will affect stakeholders?

question

Which of the following steps typically belongs to the reviewing process?

answer

proofreading the document

question

To ensure the completeness of a business message, one should

answer

be specific.

question

Typically, paragraphs in routine business messages have

answer

40-80 words.

question

Writers of business messages should avoid sentences that begin with "it is" or "there are" because they

answer

contain more words than necessary.

question

People are most likely to process the information in a message quickly when writers

answer

use action verbs.

question

In the context of the reviewing process, the "A" in the FAIR test stands for _____.

answer

access

question

Which of the following statements about business messages is true?

answer

Providing required information is essential because not providing enough information can leave your reader wondering how to respond.

question

Which of the following is the effect of using active voice while writing business messages?

answer

It emphasizes the business orientation of action.

question

Which guideline for navigational design is most likely to improve the ease of reading for business messages?

answer

Use white space appropriately.

question

To help business writers make their messages easier to read, they should

answer

use short sentences.

question

Which of the following statements about navigational designs will help improve the ease of reading?

answer

Avoid formatting features that distract readers from the main message.

question

While conducting the FAIR test, which of the following questions will help you analyze whether your message demonstrates respect for the inherent worth of your audience?

answer

Have you shown that you value others?

question

Documents with a lot of text and not much white space

answer

make business texts look cluttered.

question

The use of uncommon words in a business message is most likely to

answer

make it more difficult for readers to interpret the message.

question

For business documents, which of the following guidelines helps improve the ease of reading?

answer

For complex messages, use headings.

question

How does the use of figures of speech (such as idioms and metaphors) in business writing affect readers?

answer

It can confuse readers because they contain nonliteral meanings.

question

Which of the following is one of the advantages of using the FAIR test to review business documents?

answer

It helps ensure that there are no logical errors in the message.

question

Which of the following is most likely to have a negative impact on your readers' perceptions of your credibility

answer

being vague

question

In the context of the reviewing process, the "F" in the FAIR test stands for _____.

answer

facts

question

The less specific you are while writing your business messages, the greater the possibility that your readers will

answer

scan and skim your message.

question

Improving ease of reading with natural style requires that the writer

answer

use short and familiar words.

question

The use of familiar words in business messages is most likely to

answer

help the readers to process the information easily.

question

When writers use long paragraphs in business messages, it

answer

shows disrespect for the reader's time.

question

To keep their writing natural and engaging, business writers should avoid

answer

out-of-place words.

question

Ella and Pasha work for the same company in two different locations. They need to quickly discuss and clarify issues related to a mutual project. Which of the following should they use?

answer

phone conversations

question

What is the primary advantage of using word processing software to compose important email messages?

answer

It is better at reviewing text for typos and grammatical problems than email systems.

question

Which statement correctly describes the current state of texting in the workplace?

answer

Texting is a new, undeveloped form of communication in the workplace, and attitudes toward it vary significantly.

question

The ______ effect means that recipients are more likely to perceive messages that are intended as neutral as negative.

answer

negativity

question

Rita, the head of the sales department, wants to train all of her sales people in how to sell the latest product. She wants them all to be able to see the product and its features, to hear the sales pitch the marketing department has developed, and to ask questions. Which of the following is the best communication channel for Rita to use?

answer

a webinar

question

In an email, the most critical information should be placed

answer

at the beginning of a message.

question

When dealing with email, many business professionals consider use of the ______ a breach of privacy.

answer

"blind carbon copy" feature

question

Which of the following is an advantage of using phone conversations as a communication channel?

answer

They are better for building relationships than more recent technologies such as email.

question

Which of the following, when used, is most likely to contribute to email chains?

answer

the "forward" feature

question

The heavy volume of digital messages received on a daily basis makes it necessary for business professionals to perform the delicate task of balancing the

answer

need to respond to others with their own need to focus on work.

question

Which of the following is most likely to be included as an attachment to an email?

answer

a spreadsheet

question

Which of the following involves an act or thought process committed by the sender rather than the receiver of an email?

answer

flames

question

Which of the following involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response?

answer

relaxation

question

Which of the following is true of an e-interruption?

answer

It distracts workers from immediate tasks and decreases productivity.

question

The first thing you should do on a business call is to

answer

greet the other person warmly by name.

question

Which of the following channels of communication is low in planning, is used for team meetings, and is a richer form of interacting than conference calls but typically requires more expensive equipment and careful scheduling?

answer

videoconferences

question

Which of the following is a synchronous communication channel that is most likely to be high in control?

answer

a webinar

question

The team that is planning the annual company sales meeting has members in several offices. They need to have a conversation about the agenda for the sales meeting. Which of the following will they most likely use?

answer

a conference call

question

Which of the following communication channels is low in richness but high in control?

answer

email

question

Javier and Carol have never worked together before. When they exchange texts about setting up a time to discuss a mutual project, Javier texts, "I look forward to the meeting." Carol replies, "Gr8. TTYL." What would you suggest to make their communication go more smoothly?

answer

Both Javier and Carol should adjust their style to be more like each other's.

question

Flames are a form of

answer

active incivility.

question

Reply email chains become especially confusing when

answer

some recipients reply only to the sender and others reply to everyone.

question

Which of the following guidelines should be followed to minimize e-interruptions?

answer

Avoid unnecessarily lengthening an email chain.

question

Which of the following guidelines is helpful when leading a group video call?

answer

Send out instructions about how to use the technology in advance of the meeting.

question

Which statement about texting is correct?

answer

Texting is either synchronous or asynchronous, depending on how is it used.

question

When stakeholders judge whether the communications and actions of an organization match their needs and interests, they are evaluating the organization's

answer

reputation.

question

Which of the following would a company consider an unethical use of social media by its employees?

answer

criticizing a supervisor by name after receiving a poor review

question

When a company has a public relations department, that department's job is to influence

answer

anyone who contributes to the company's success or failure.

question

Which statement is a helpful guideline for forums?

answer

Avoid complaining or blaming.

question

What are the two most common formats for public relations messages placed on a company blog?

answer

the press release and the op-ed piece

question

The use of social media in companies

answer

causes confusion over which communication channels to use.

question

Which of the following statements accurately describes wikis?

answer

They decrease dependency on single employees.

question

Which of the following is a property of a social software system dashboard?

answer

You can customize your dashboard to display selected features.

question

A reputation for being fun-loving will be sought-after in the ______ domains.

answer

personal and private

question

Len has asked you to evaluate his professional blog. Which of the following aspects of his blog would you suggest that Len change because it might damage his online reputation?

answer

About one-half of his posts detail one of Len's accomplishments.

question

What is the traditional structure for a press-release style public relations message?

answer

an inverted pyramid with the most important information first

question

Traditionally, a blog contains entries by:

answer

just one or a few individuals.

question

Jamal's company is committed to using its social networking platform. Which of the following is a guideline that Jamal should follow?

answer

Focus on work projects and goals.

question

25. Which of the following would a company consider an ethical use of social media by its employees?

answer

letting friends on Twitter know about a publicly posted job opening

question

Which of the following guidelines should people who maintain professional blogs follow in order to be responsive to their readers?

answer

Read the comments to learn reader concerns.

question

Jessica wants to get ahead in her career, so she has a professional blog. Which of the following posts is most likely to damage her reputation?

answer

a story about how much fun she and her coworkers had visiting bars after the annual sales meeting

question

Manuel has an active presence on Twitter. About half his tweets convey messages such as "Really excited about today's training seminar" and "My company just launched an awesome product; check it out." How is Manuel's online presence likely to affect his career?

answer

His employers will be pleased that he has so much enthusiasm for his job.

question

Fumiko, who works in accounting, wants her online presence to signal that she is a business professional. What would be the best profile picture to use?

answer

a photograph of her smiling face

question

Cara has been participating in her company's social networking platform for a while. Which behavior is her supervisor most likely to ask her to change?

answer

She often inquires about her colleagues' personal lives.

question

The ______ Age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.

answer

Social

question

User 1.0 is most likely to

answer

depend on content creator and avoid expressing his or her own opinion.

question

Which of the following is an advantage of having a team blog?

answer

It is a place to post team updates, progress reports, discussions, timelines, goals, and announcements.

question

Which of the following reputations is a result of sending the meta message, "You can always count on me"?

answer

loyal and committed

question

Which statement correctly compares the rate that technology changes to the rate that workplaces change?

answer

Technology can change in a matter of months, while workplaces sometimes take decades to change.

question

Web 2.0 communication tools are often referred to as

answer

social media.

question

What are announcements?

answer

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

question

Which of the following is true of messages showing appreciation?

answer

A sincere expression of thanks strengthens work relationships.

question

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

answer

the rationale for the request

question

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

answer

Send a brief but genuine handwritten note of sympathy.

question

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

answer

proofreading the message

question

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

answer

routine messages

question

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

answer

retain the goodwill of the recipient.

question

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

answer

drafting

question

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

answer

call to action.

question

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

answer

when you are speaking on behalf of a team

question

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

answer

set expectations.

question

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

answer

offering commitments

question

Which of the following statements about announcements is true?

answer

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

question

Routine messages should be direct and

answer

front-loaded.

question

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

answer

leaving out some of the necessary information

question

Which of the following is true of apologies?

answer

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

question

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

answer

Set off each question by using special formatting.

question

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

answer

Your tone should be direct but not bossy or domineering.

question

Apologies are most effective when they

answer

are timely.

question

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

answer

in the subject line

question

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

answer

Lay out a logical explanation of the claim.

question

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

answer

breakdowns in working relationships

question

Appreciation messages should begin with a(n)

answer

expression of thanks.

question

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

answer

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

question

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

answer

The PTE has changed some persuasive strategies but not others.

question

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

answer

analyzing the audience.

question

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

answer

build interest and curiosity.

question

In an effective external persuasive message, the appreciation statement

answer

anticipates the thoughts of skeptical readers.

question

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

answer

offering a solution

question

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

answer

rationale

question

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

answer

tend to feel obligated to return favors.

question

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

answer

making the message easy to read.

question

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

answer

The call to action is the concluding step in persuasive messages.

question

External persuasive messages tend to

answer

be based on emotional appeals.

question

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

answer

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

question

Which of the following is the first task of most persuasive messages?

answer

gaining attention

question

What is the main problem with using manipulation to persuade?

answer

It is deceptive.

question

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

answer

explicit

question

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?

answer

scarcity

question

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

answer

call to action

question

In the AIDA approach, "I" stands for

answer

interest.

question

Internal persuasive messages are typically used to promote

answer

ideas

question

Most persuasive messages are said to be implicit because they

answer

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

question

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?

answer

authority

question

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

answer

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

question

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

answer

you-voice

question

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

answer

an attempt to generate interest

question

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?

answer

consistency

question

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

answer

indirect.

question

To avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, a person should

answer

learn to recognize and name these emotions.

question

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

answer

a personal meeting

question

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?

answer

organizing a meeting with the employees and sending a follow-up memo

question

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

answer

a personal meeting

question

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

answer

providing a clear rationale

question

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

answer

you-voice.

question

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

answer

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

question

The sandwich approach to delivering bad news

answer

softens the bad news but encourages bad performance.

question

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?

answer

She should use specific and simple language.

question

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

answer

actions

question

Which of the following statements is true of reviewing bad-news messages before delivering them?

answer

Strong emotions may affect the tone of the message, therefore bad-news messages need intense reviewing.

question

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

answer

The bad-news recipients will speculate and gossip.

question

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

answer

foster a transparent and open work culture.

question

Which of the following is the best example of a buffer in a message to turn down a job applicant?

answer

Thank you for your interest in the market research position at Bookworm Inc.

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

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

answer

focus on the unacceptable actions and their results.

question

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

answer

is displaying a counterproductive response to a negative emotion.

question

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

answer

honesty.

question

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

answer

one colleague rejecting another colleague's idea

question

Which of the following is an example of an external partner?

answer

a supplier

question

Which of the following would damage the effectiveness of a written message designed to convey bad news to colleagues or employees?

answer

avoiding discussion of the immediate impact of the bad news on recipients

question

Negative performance reviews that lack measurable and realistic goals are most likely to

answer

demoralize employees.

question

Which of the following is an example of reframing thoughts in order to respond to negative feedback constructively?

answer

Getting an honest assessment of my work will help me succeed.

question

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

answer

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

question

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

answer

sugarcoating the bad news

question

Which source of data typically tends to score high on the parameter of adaptability?

answer

primary research

question

"A survey should have response choices that are unambiguous." This means that

answer

only one answer choice should be appropriate.

question

Which type of question is designed to gain the response that the survey designer prefers and produces unreliable and unusable information as a result?

answer

leading

question

Julie is feeling overwhelmed by the number of surveys and spreadsheets of data she has compiled. When she tries to analyze them, she keeps thinking of more questions and issues. Julie can best focus her efforts by

answer

remembering her key research problem.

question

Peter wants to create a chart that shows how market share is divided among the top companies in his industry. Which should he use?

answer

a pie chart

question

Which of the following is a helpful guideline for formatting tables?

answer

Arrange entries in ascending or descending order.

question

Octavio wants to compare the gross national product for six different countries for the year 2010. How should he display the data?

answer

a bar chart

question

Which of the following statements about bar charts is true?

answer

Bar charts are more versatile than pie charts and line charts.

question

Which of the following practices reduces the credibility of research?

answer

entering into the process with preexisting assumptions

question

Shinobu has gathered a lot of data about how his company's products sell in the various regions of the country. Which of the following should Shinobu use to analyze this data?

answer

statistical software

question

Business and management books are typically biased toward

answer

the latest, greatest idea mentality.

question

While delivering bad news in writing to customers, use

answer

passive verbs.

question

Which of the following is a type of primary research?

answer

conducting survey research

question

Which of the following is a helpful guideline for formatting line charts?

answer

The scale should be about two-thirds of the range included in the charts.

question

One advantage of open-ended questions is that they

answer

help researchers understand an issue in more depth than closed questions.

question

"A survey should have response choices that are exhaustive." This means that

answer

the choices should include all possible answers.

question

Which of the following is a good practice in the context of collecting, analyzing, and presenting research data?

answer

focusing on full disclosure of data

question

Experienced writers use word processing software, spreadsheets, or databases for recording information about their research sources during the research stage to increase the ______ of their research.

answer

credibility

question

Which of the following is a helpful guideline for formatting bar charts?

answer

Bars should be arranged in ascending or descending order in most cases.

question

Which of the following statements about online surveys is true?

answer

Data from online surveys can be automatically dumped into a spreadsheet.

question

Which of the following relates to how current and representative data is?

answer

reliability

question

The first step in developing research-based business reports is

answer

identifying what decision makers want to accomplish.

question

In general, survey questions should

answer

be short enough to answer in a few seconds.

question

Which of the following research sources is most likely to be biased by the writers' career objectives?

answer

external blogs

question

Catherine, an economist, wants to graphically represent the prices of small cars in the United States over a period of three years. This will best be illustrated through a(n)

answer

line chart.

question

Which of the following statements about paraphrasing is true?

answer

Paraphrasing significantly alters the original words and sentence structure.

question

Your report is essentially plagiarized if

answer

the majority of ideas in your report are based on just one or two sources.

question

If a business professional wants to increase credibility, what primary goal should he or she adopt when writing business reports?

answer

improving decision making

question

What is the advantage of placing a clear statement of the business problem at the beginning of a report?

answer

It helps establish the purpose and value of the report.

question

Meghan needs to analyze the demographic makeup of her company's employees. Before conducting a survey to get the necessary employee information, she should first check to see if it is already contained in the company's

answer

databases.

question

Which of the following is a likely effect of providing a well-designed table of contents?

answer

It creates the impression that you are organized.

question

Which of the following is an advantage of documenting your research sources?

answer

It displays your thorough, detail-oriented approach.

question

Which of the following components of a formal report falls into the category of "back matter"?

answer

a reference list

question

How long should an executive summary be for a 35-page report?

answer

two pages

question

You should use direct quotations when

answer

the quotation emphasizes the credibility of the original speaker or writer.

question

The best way to avoid plagiarism on a documentwide level is by

answer

supplying your own original ideas, conclusions, and recommendations.

question

To avoid plagiarism on a sentence and paragraph level, writers should

answer

document all references to the ideas of others.

question

Which of the following is an advantage of including bulleting and enumerated lists in a report?

answer

They help readers rapidly process and group dense information.

question

Which of the following statements about cover pages is true?

answer

A cover page is generally the most emphasized aspect of the document design.

question

Which of the following components in a formal report falls into the category of "front matter"?

answer

acknowledgment

question

The primary purpose of including tables and charts in a business report is to

answer

support the story line that you have established for your report.

question

Most business proposals deal with

answer

decisions about allocating resources.

question

Which of the following should be provided throughout a document to indicate the information you have drawn from other sources?

answer

citations

question

To use another person's ideas and pass them off as one's own is known as

answer

plagiarism.

question

Which of the following aspects of writing business reports relates to the component of credibility known as competence?

answer

providing facts that help decision makers

question

Petra is an efficiency consultant. QuikPro Manufacturing has contacted her about improving its assembly line. Petra submits a document that analyzes the causes of the problem, outlines a way to address the issue, estimates the costs of the changes, and provides a timeline for the work. What has Petra submitted to QuikPro?

answer

a business proposal

question

Which statement is a helpful guideline to use in creating business reports?

answer

Business reports should project objectivity first and positivity second.

question

Jamie has finished writing her business report. Before she submits it officially, she should

answer

try to get others' perspectives on it first.

question

The purpose of an executive summary is to

answer

represent briefly the most important elements of your report, including key findings and conclusions.

question

Which of the following is most likely to be included in an appendix?

answer

financial statements and marketing materials

question

What is an advantage of using charts and diagrams in presentations?

answer

They help simplify complex data relationships.

question

Which of the following is true of kinesthetic learners?

answer

They need group activities or hands-on activities.

question

As with written reports, successful presentations rely on

answer

well-developed takeaway messages.

question

If you choose to include the background of your company in your presentation, you must make sure that the story of your company

answer

connects to the needs of your audience.

question

Which of the following is true of visual learners?

answer

They learn well from illustrations and simple diagrams.

question

The positioning statement in a presentation should be

answer

as concise as possible.

question

Ladonna is giving a presentation on how summer hours programs—which allow employees to work an extra half-hour a day so they can take every third Friday off—affect morale. She begins her presentation with a funny story about how she lost her room key on her last vacation. Everyone in the audience laughs. How appropriate was this as an attention-getter?

answer

It was inappropriate because it did not engage the audience in thinking about her ideas.

question

In the AIM content planning process, how do you develop your ideas?

answer

by identifying key facts and conclusions related to your topic

question

About how long should the review be compared to the whole presentation?

answer

about 5 percent

question

If you want your presentation to appeal to professionals with a hub motivational value system, you should

answer

stress the benefits to different stakeholders.

question

When reviewing her presentation, Dahia realizes that she needs to add source lines to her charts and graphs. What aspect of the FAIR test does this decision relate to?

answer

access

question

Most audience members expect your presentation to include

answer

a preview, view, and review.

question

Which of the following makes presentation slides appear uncluttered?

answer

plenty of white space

question

Which component of a presentation is analogous to the conclusion in a written document?

answer

the review

question

Which of the following is the last step of the PREP method for justifying your views in a presentation?

answer

restating your position

question

Which of the following guidelines should be kept in mind while designing presentation slides?

answer

Recall that the slides exist to complement your presentation.

question

Which of the following helps to make presentation slides more readable?

answer

using high-contrast backgrounds and colors

question

The story line approach is useful for various types of presentations because it

answer

allows the listeners to engage on a deeper level intellectually.

question

Which of the following is the function of a review in a presentation?

answer

gaining buy-in on specific actions

question

Shawn likes to open his presentations with jokes in order to grab the attention of his audience. Which of the following should Shawn keep in mind while doing so?

answer

He should tie his jokes to his key messages.

question

If you want your presentation to appeal to professionals with a red motivational value system, you should

answer

discuss immediate goals.

question

Which of the following helps the audience grasp the content of your presentation within 10 to 15 seconds?

answer

limiting the amount of information on any given slide

question

Which of the following guidelines should be kept in mind while designing an electronic slide presentation?

answer

Create a storyboard with your slide titles.

question

In the story line approach to business presentations, what is a resolution?

answer

a solution to the challenges or tensions

question

When you are giving a presentation, the audience will judge you as competent if you

answer

clearly know what you are talking about.

question

Which of the following raises the credibility of a report?

answer

supplying the facts with precision

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