question

Which of the following is a component of an agenda?

answer

Expected outcomes

question

What are rapport-building questions?

answer

They break the ice and gradually ease people into conversations about shared business interests.

question

In which of the following components of active listening does body language play an important role?

answer

Paying attention

question

Difficult conversations are best handled by:

answer

embracing conflict as an opportunity to exchange perspective

question

What are leading questions?

answer

Leading questions are intended to guide people to your way of thinking

question

What are solution-oriented questions?

answer

Solution-oriented questions focus on what should be done to solve business problems and accomplish business objectives.

question

In tense and emotionally charged situations, it is important to:

answer

hold judgement

question

Which of the following statements about difficult conversations is true?

answer

Managing difficult conversations with success necessitates self-awareness.

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

What are funnel questions?

answer

Funnel questions move from general to specific and are intended to increasingly deconstruct a business issue.

question

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

answer

Viewing differences of opinion as normal

question

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

answer

A nod to indicate acknowledgement

question

What are cross-examination questions?

answer

Cross-examination questions are intended to find contradictions in what people have said or done

question

What does the excessive use of an I-voice imply?

answer

You are self-centered I'm not self-centered!

question

Harry is brand-conscious and has been very loyal to Revy Jeans. Roy is a famous Hollywood star and Harry's idol. Roy signs an endorsement deal with Ace, a company that sells jeans, and starts featuring in the company's ad-campaigns. After watching these ads, Harry shifts his loyalty from Revy Jeans to Ace. In this case, which of the following principles of influence has affected Harry?

answer

Authority

question

In the context of methods of influence, what is social proof?

answer

A principle of influence whereby people determine what is right, correct, or desirable by seeing what others do

question

Internal persuasive messages are typically used to promote _____.

answer

ideas

question

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

answer

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

question

Which of the following components in the AIM planning process deals with understanding the needs and values of your message recipients?

answer

Analyzing the audience

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

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

answer

gaining attention

question

_____ is a principle of influence which states that people are more likely to be persuaded by people who they admire.

answer

Liking

question

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

answer

Generating interest

question

The persuasive messages are said to be implicit because:

answer

the statements require reading between lines to gauge the entire meaning.

question

In the context of methods of influence, reciprocation is _____.

answer

a principle of influence based on returning favors

question

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

answer

Describing a solution

question

When many employees in an organization avoid sharing bad news, the result is the

answer

mum effect

question

Which of the following will make a written message, that is designed to convey bad news to colleagues or employees, most ineffective?

answer

Avoiding discussions of the immediate impacts of the bad news on the recipients

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 best exemplifies the use of a buffer to turn down a job applicant?

answer

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

question

While delivering a negative performance review, one should:

answer

focus on actions and results

question

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

answer

Rejecting a customer claim

question

Which of the following questions is most likely to be used by you while reviewing your 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

While delivering bad news in writing to customers, _____.

answer

use passive verbs

question

Which of the following is the richest communication channel to deliver bad news messages?

answer

Meeting in person

question

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

answer

foster a transparent and open work culture.

question

Arnold was angry with his boss because he believed that his boss didn't pay enough attention to his work. As a result, Arnold convinced himself that he was fine without a feedback. This means that Arnold:

answer

is displaying a counterproductive response to negative feedback.

question

Which of the following should ideally be avoided while delivering negative performance reviews?

answer

Sugarcoating the bad news

question

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

answer

Due to high levels of bureaucracy in Sandman Corp., the chain of messages within the organization gets filtered at each level to leave out the bad news.

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

The sandwich approach to delivering bad news:

answer

softens the bad news.

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 an example of reframing thoughts in order to respond to a negative feedback constructively?

answer

Getting an honest assessment of my work will help me

question

Negative performance reviews without measurable and realistic goals are most likely to?

answer

demoralize employees

question

What has been defined as the management function that establishes and maintains mutually beneficial relationships between an organization and the employees, customers, communities, the media, and other stakeholders?

answer

public relations

question

When a company is attacked unfairly through social media, it should:

answer

rebut the charges with credentials

question

_____ should be a primary goal in your public relations efforts since PR messages are usually treated with skepticism.

answer

Showing sincere goodwill

question

Which of the following should be a company's first step in the event of a crisis that impacts its stakeholders?

answer

express concern

question

The first step in most PR campaigns is to _____.

answer

establish objectives

question

Traditionally, the primary vehicle for PR messages was _____.

answer

press releases

question

Which of the following is true of the crisis response stage in a crisis management plan?

answer

It involves reaching all stakeholders through appropriate communication channels.

question

Which of the following is a secondary responsibility of the crisis response stage?

answer

Preserving an organizations reputation

question

A crisis caused due to management actions that are unlawful, falls under the category of _____.

answer

preventable crises

question

What is the advantage of a company expressing sympathy toward the victims of a crisis?

answer

This reduces the number of claims against an organization.

question

Which of the following is most likely to take place during the pre-crisis preparation stage?

answer

Developing sample responses to various types of crises

question

Which of the following best describes social responsibility?

answer

Social responsibility means that companies give back, serve, and meet the shared interests of their communities.

question

Companies are less able to generate predictable media exposure in the Social Age because of the _____

answer

shrinking options in mass advertising

question

Which of the following should typically be avoided when formatting tables?

answer

Using grid lines on all borders of the tables

question

Which of the following statements is true of bar charts?

answer

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

question

Which of the following statements is true about creating effective bar charts?

answer

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

question

Open-ended questions:

answer

help understand an issue in more depth than closed questions.

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

Which of the following practices reduces the credibility of a research?

answer

Entering into research with preexisting assumptions

question

Which of the following statements is true about online surveys?

answer

Data from online surveys can be automatically dumped into a spreadsheet

question

A _____ is typically useful for illustrating the pieces within a whole.

answer

pie chart

question

The first step in developing research-based business reports is:

answer

identifying what decision makers want to accomplish

question

_____ relates to how current and representative the data is in the context of criteria for evaluating data quality.

answer

reliability

question

A(n) _____ is designed to gain a preferred response from the survey designer's perspective and hence produces unreliable and unusable information.

answer

leading question

question

Which of the following is a type of primary research?

answer

conducting a survey research

question

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

answer

the choices include all possibilities

question

Which of the following terms best describes a serious offense that involves a literary theft?

answer

plagiarism

question

What is the purpose of an executive summary?

answer

To quickly represent the most important contents, including key findings and conclusions

question

Which of the following is an advantage of applying bulleting and enumerated lists?

answer

It can help readers rapidly process and group dense information

question

Which of the following raises the credibility of a report?

answer

supplying the facts with precision

question

Which of the following is a guideline for reviewing business reports?

answer

You should try to get others' perspectives before you officially submit your report.

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

How can you best avoid plagiarism on a documentwide level?

answer

By supplying your own ideas, conclusions, and recommendations

question

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

answer

reference list

question

If _____, then your report is essentially plagiarized.

answer

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

question

What is the typical length of problem statements?

answer

one to three paragraphs

question

How long should an executive summary be for a 10-20 page report?

answer

one page

question

How can you avoid plagiarism on a sentence and paragraph level?

answer

By documenting all references to the ideas of others

question

When should you use direct quotations?

answer

When the idea emphasizes the credibility of the original speaker or writer

question

_____ should be provided throughout the document to indicate the information you have drawn from other sources.

answer

citations

question

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

answer

you clearly know what you are talking about.

question

While giving a background on your company, you must make sure that the story of your company:

answer

connects to the needs of your audience.

question

Which of the following makes presentation slides appear uncluttered?

answer

Plenty of white space

question

Which of the following is the primary goal of attention-getters in your presentation?

answer

To get your audience members emotionally invested in your presentation

question

As with written reports, successful presentations rely on:

answer

well-developed takeaway messages.

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

The positioning statement in a presentation should be:

answer

as concise as possible

question

Which of the following components of a presentation takes the least time to deliver?

answer

concluding with a review

question

Ronald, a manager at Anderson Social Foundations, has to make a presentation at a fund-raising event. Which of the following nonverbal behaviors should Ronald demonstrate during his presentation?

answer

Ronald should maintain eye contact with his audience throughout the presentation.

question

Which of the following is true about the SOFTEN model of nonverbal communication in presentations?

answer

Keeping your arms to your sides or gesturing with palms up is more inviting to the audience.

question

Which of the following scenarios indicates an advantage for the presenter?

answer

Nelson stands close to the audience to establish eye contact with them.

question

Which of the following is a guideline to maintain a flexible approach during presentations?

answer

Do not panic when you lose your train of thought.

question

Which of the following guidelines of nonverbal communication helps you make effective presentations?

answer

Use your facial expressions to connect with your audience and show your enthusiasm for your topic.

question

During a presentation, complying with requests raised by audience members promptly:

answer

establishes your reputation as being responsive.

question

Which of the following strategies is important for making the Q&A round as smooth and effective as possible during presentations?

answer

Reframe the question to match your agenda.

question

What does "T" stand for in the SOFTEN model of nonverbal communication in presentations?

answer

tone

question

Which of the following types of workplace attire is not typically worn to a business-related setting?

answer

casual dress

question

During presentations, which of the following is a way to show support for the presenter?

answer

Asking questions that pertain to the topic being discussed

question

What does "O" stand for in the SOFTEN model of nonverbal communication in presentations?

answer

open stance

question

Which of the following will help you manage your nervousness before your presentation?

answer

Focusing on friendly faces initially to gain composure and confidence

question

Connecting emotionally with audience members and adapting to their needs in presentations show that you are:

answer

caring

question

Which of the following will help you manage your nervousness before your presentation?

answer

watching your food and beverage intake

question

Which of the following is one of the best ways of to relax immediately before your presentation?

answer

speaking with audience members

question

Kimberly has to deliver a presentation at a formal business meeting. Which of the following should Kimberly ideally wear?

answer

A tailored business suit with a skirt and leather shoes

question

During presentations, you show your _____ by knowing your content well.

answer

competence

question

In the context of workplace attire, which of the following styles requires men to wear neckties?

answer

formal business attire

Managerial Communications 3376 – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards