question

Encouraging additional communication in the close of a negative message

answer

should be avoided unless you are truly willing to discuss the matter further.

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When you must deliver negative messages in the workplace, strive to maintain high standards of ethics and etiquette because

answer

laws and regulations dictate content and delivery of many business messages

question

When rejecting a request because of company policy, you should

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explain the policy so the audience can try to meet the requirements later

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Employees who observe illegal or unethical behavior in the workplace may resort to ________, if they're unable to resolve the problems through normal channels.

answer

whistleblowing

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Whether or not you should apologize when delivering bad news about transactions depends mainly on

answer

if you didn't meet agreed upon expectations

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If you're using the direct approach to deliver a negative message

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state the bad news at the beginning.

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A crisis management plan should

answer

define operational procedures and outline communication tasks and responsibilities

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When terminating an employee

answer

make sure reasons are objectively verifiable.

question

When it comes to apologizing for corporate mistakes, judges, juries, and plaintiffs tend to

answer

be more forgiving of companies that apologize

question

When you're closing a message about an error that your company made, explaining the steps being taken to avoid similar mistakes in the future

answer

can underscore the sincerity of an apology

question

Which of the following is the most effective close for a letter rejecting a job applicant?

answer

I wish you the best in your job search. I am confident you will find a match for your skills and interests

question

When composing negative messages, don't use language that

answer

pinpoints the reader's shortcomings

question

A well-written buffer can

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indicate empathy with the audience

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When a crisis hits, corporate communicators should

answer

get top management involved immediately.

question

When considering sharing bad news within an organization, managers must commit to

answer

listening when employees have negative information to share.

question

During the process of composing a negative message, you should try to

answer

gain the reader's acceptance of the bad news.

question

To avoid being accused of defamation, you should

answer

avoid any kind of behavior that could be considered abusive

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Writing an effective performance review requires

answer

evaluating all employees consistently

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As a member of an online social network, the recommendations you write

answer

become part of your online brand.

question

When you need to maintain a close working relationship with someone to whom you are sending a negative message, you should generally

answer

analyze the situation carefully.

question

Offering discounts on future purchases, free merchandise, or other considerations in negative messages about business transactions

answer

can go a long way to rebuilding a customer's confidence in your company.

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A letter rejecting a job applicant should

answer

avoid explaining why he or she was not selected.

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Use the ________ when you must deliver bad news, if your audience has an emotional investment in the situation.

answer

indirect approach

question

To avoid a negative surprise during a performance evaluation, managers should

answer

provide regular feedback and coaching throughout the year.

question

When you're writing a negative message, use ________ to take some of the sting out of the bad news and to help your reader accept the message and move forward.

answer

clarity and sensitivity

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Differences in organizational culture

answer

can profoundly affect the success of a persuasive message

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Emotional appeals

answer

can help audiences care enough to respond positively to your persuasive message

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Addressing alternative positions in a persuasive message

answer

enhances your credibility and can strengthen your argument.

question

Business professionals know that ________ is the attempt to change an audience's attitudes, beliefs, or actions.

answer

persuasion

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In general, the best persuasive messages ________ the audience's motivations.

answer

openly address

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The purpose of the interest section of a persuasive message is to

answer

prompt the audience to imagine how the solution might benefit them.

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When writing a persuasive letter for claims or adjustments, you should

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use a confident and positive tone.

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As a human need that affects motivation, self-actualization involves the need to

answer

reach one's full potential as a human being.

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Unlike more traditional promotional messages, those written for social media

answer

enable companies to engage in conversations about their products and services.

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________ information includes age, gender, occupation, income, and education.

answer

Demographic

question

________ data provides information about an individual's personality, attitudes, lifestyle, and other psychological characteristics.

answer

Psychographic

question

________ are the most common form of content marketing in the mobile arena.

answer

Mobile-optimized videos

question

Successful marketing and sales messages begin with

answer

an understanding of audience needs

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Promotional messages developed for mobile devices need to

answer

be fast and straightforward.

question

An effective ending for a persuasive message would be:

answer

Simply take the enclosed coupon to any of our service centers by June 15 for your free oil and filter change.

question

If you can't be sure which medium will be best to convey your persuasive message to a diverse audience, you should

answer

use two or more media at the same time

question

When using the AIDA approach to persuasion, the closing should

answer

urge the audience to take the action you are requesting

question

Using simple language in persuasive messages

answer

helps avoid suspicions of fantastic claims and emotional manipulation.

question

An ethical persuasive argument

answer

focuses on being both truthful and nondeceptive.

question

When you're writing a persuasive message, you can encourage a positive response by

answer

understanding and respecting cultural differences.

question

The best way to persuade an audience to do something is to

answer

align your message with their existing motivation.

question

According to the FTC, marketing and sales messages must

answer

be free of implied claims.

question

Suggesting that readers have made poor choices in the past

answer

can inadvertently insult your audience, reducing the effectiveness of your persuasive message

question

AIDA stands for

answer

attention, interest, desire, action

question

Establishing credibility in persuasive messages

answer

is essential when you are trying to persuade a hostile or skeptical audience.

question

A ________ is written to validate a decision that has already been made.

answer

justification report

question

When analyzing data, looking at ________ will indicate patterns taking place over time

answer

trends

question

Because of its natural feel and versatility, the ________ approach is generally the most persuasive way to develop an analytical report for skeptical readers.

answer

2 + 2 = 4

question

A ________ outlines an organization's official position on issues that affect its success.

answer

position paper

question

A(n) ________ suggests an individualized solution for a potential customer and requests a purchase decision.

answer

sales proposal

question

In the workplace, a formal invitation to bid on a contract is called a

answer

request for proposal

question

Sources of secondary information include

answer

newspapers and periodicals

question

All ________ are written in response to regulations of one sort or another.

answer

compliance reports

question

When you speculate about the cause of a problem, you are forming a ________, a potential explanation that needs to be tested.

answer

hypothesis

question

When preparing content for mobile devices, a(n) ________ will help leadership easily locate key variables and other report content.

answer

executive dashboard

question

A powerful search tool that searches all the files on a company's network is a(n)

answer

enterprise search engine.

question

A survey is ________ if it produces identical results when repeated under similar conditions

answer

reliable

question

When you're writing a business plan, the ________ section explains the purpose of your business and what you hope to accomplish

answer

mission and objectives

question

A metasearch engine is

answer

a special type of engine that searches several search engines at once.

question

A(n) ________ is a set of technologies, policies, and procedures that a company can use to capture and share information throughout the organization.

answer

knowledge management system

question

________ are initiated by a company that is trying to obtain business or funding on its own, without a specific request from a client

answer

Unsolicited proposals

question

At the beginning of a research project, you need to

answer

familiarize yourself with the subject.

question

Many businesses optimize their website to incorporate a

answer

mobile-first strategy

question

An online survey is vulnerable to ________ because it captures only the opinions of those who visit the site and choose to participate.

answer

sampling bias

question

When developing a survey questionnaire,

answer

make the survey adaptive.

question

When you're selecting people to participate in a survey, it is critical to get a ________ of the population you want to survey.

answer

representative sample

question

Analytical reports for skeptical audiences should generally follow the ________ approach.

answer

indirect

question

When evaluating material you've gathered for a report, you should

answer

check the material for currency

question

A ________ studies events that happened in the past, with the hope of learning how to avoid similar failures in the future.

answer

failure analysis report

question

One task in effective paraphrasing is to

answer

check your version against the original to make sure that you didn't alter the meaning.

question

When preparing electronic forms for a report that is recurring, the use of ________ will save time overall

answer

form tools

question

A surface chart

answer

shows a cumulative effect

question

Writing for audiences of another culture usually requires

answer

a more formal style.

question

If you find a photograph online that you want to use in a document,

answer

if it is not specifically offered free, assume that someone owns it and is entitled to credit and/or payment.

question

Flowcharts are used to

answer

illustrate processes and procedures

question

When creating visuals for massive data sets, complex quantities, or dynamic data, use

answer

data visualization.

question

When developing a document electronically, it should be

answer

sent as a PDF.

question

When you're drafting website content, ________ will help visitors find what they want fast and encourage them to return to your site for more information.

answer

adding effective links

question

The advantage of incorporating visuals is

answer

the reader is more likely to be drawn more deeply into the message.

question

Ideally, all visuals should

answer

be as close to the text referring to it as possible.

question

A report's close should

answer

make sure your readers understand exactly what's expected of them and when it's expected

question

The primary value of a wiki stems from

answer

the collective insight of all its contributors.

question

In computer graphics, a template

answer

helps ensure an effective design and saves you the time of making numerous decisions every time you create a chart or graphic.

question

Any terms in the report that are unfamiliar to the audience should be defined in the

answer

introduction

question

A(n) ________ helps readers understand the various design elements used in a visual

answer

legend

question

In the body of a proposal, you should describe

answer

the organization's experience in this area.

question

Which section of the introduction identifies what is, and isn't, covered in the report?

answer

scope

question

The close of a report should

answer

bring all action items together and give details about who should do what, when, where, and how

question

Clip art cluttering a bar chart is an example of

answer

chartjunk.

question

When you need to show processes, transformations, and other activities, the most effective visual choice would be

answer

animations and videos

question

A massive collection of data from a variety of sources is referred to as

answer

big data

question

A special class of diagrams called ________ contains enough visual and textual information to function as standalone documents.

answer

infographics

question

If you're planning to create a table for online use, ________ to make sure that the table is easy to read.

answer

reduce the number of columns and rows

question

In a proposal, the statement of qualifications

answer

describes your company's experience, personnel, and facilities.

question

If you have a great deal of detailed, specific information to present, the best visual to use would be a

answer

table

Intro to Business Chapters 9-12 – Flashcards

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