Managerial Communications 3376 – Flashcards

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Which of the following is a component of an agenda?
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Expected outcomes
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What are rapport-building questions?
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They break the ice and gradually ease people into conversations about shared business interests.
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In which of the following components of active listening does body language play an important role?
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Paying attention
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Difficult conversations are best handled by:
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embracing conflict as an opportunity to exchange perspective
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What are leading questions?
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Leading questions are intended to guide people to your way of thinking
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What are solution-oriented questions?
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Solution-oriented questions focus on what should be done to solve business problems and accomplish business objectives.
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In tense and emotionally charged situations, it is important to:
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hold judgement
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Which of the following statements about difficult conversations is true?
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Managing difficult conversations with success necessitates self-awareness.
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What are probing questions?
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Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.
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What are funnel questions?
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Funnel questions move from general to specific and are intended to increasingly deconstruct a business issue.
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Which of the following is characteristic of learner mind-sets?
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Viewing differences of opinion as normal
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Which of the following is a sign of a person paying attention?
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A nod to indicate acknowledgement
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What are cross-examination questions?
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Cross-examination questions are intended to find contradictions in what people have said or done
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What does the excessive use of an I-voice imply?
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You are self-centered I'm not self-centered!
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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?
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Authority
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In the context of methods of influence, what is social proof?
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A principle of influence whereby people determine what is right, correct, or desirable by seeing what others do
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Internal persuasive messages are typically used to promote _____.
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ideas
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Which of the following is true of the call to action step in persuasive messages?
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The call to action step is the concluding step in persuasive messages.
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Which of the following components in the AIM planning process deals with understanding the needs and values of your message recipients?
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Analyzing the audience
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When a business message provides the rationale for a request before making the specific request, the message is said to be _____.
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indirect
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Which of the following is the first task in most persuasive messages?
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gaining attention
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_____ is a principle of influence which states that people are more likely to be persuaded by people who they admire.
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Liking
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Which of the following components is most likely to be included in the structure of a mass sales message?
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Generating interest
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The persuasive messages are said to be implicit because:
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the statements require reading between lines to gauge the entire meaning.
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In the context of methods of influence, reciprocation is _____.
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a principle of influence based on returning favors
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In a persuasive message, what is the next task after you finish stating the need?
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Describing a solution
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When many employees in an organization avoid sharing bad news, the result is the
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mum effect
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Which of the following will make a written message, that is designed to convey bad news to colleagues or employees, most ineffective?
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Avoiding discussions of the immediate impacts of the bad news on the recipients
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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?
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Organizing a meeting with the employees and sending a follow-up memo
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Which of the following best exemplifies the use of a buffer to turn down a job applicant?
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Thank you for your interest in the market research position at Bookworm Inc
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While delivering a negative performance review, one should:
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focus on actions and results
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Which of the following is an example of a bad-news message characterized by low severity and low controllability?
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Rejecting a customer claim
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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?
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Are my motives clear, or will others perceive that I have a hidden agenda?
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While delivering bad news in writing to customers, _____.
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use passive verbs
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Which of the following is the richest communication channel to deliver bad news messages?
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Meeting in person
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To keep an organization free from the mum effect, it is necessary to:
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foster a transparent and open work culture.
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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:
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is displaying a counterproductive response to negative feedback.
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Which of the following should ideally be avoided while delivering negative performance reviews?
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Sugarcoating the bad news
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Which of the following is the best example of a company experiencing the mum effect?
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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.
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In the context of bad news, a teaser message is a message that?
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prepares recipients emotionally yet does not reveal specific information
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The sandwich approach to delivering bad news:
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softens the bad news.
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To avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, a person should:
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learn to recognize and name these emotions
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Which of the following is an example of reframing thoughts in order to respond to a negative feedback constructively?
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Getting an honest assessment of my work will help me
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Negative performance reviews without measurable and realistic goals are most likely to?
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demoralize employees
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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?
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public relations
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When a company is attacked unfairly through social media, it should:
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rebut the charges with credentials
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_____ should be a primary goal in your public relations efforts since PR messages are usually treated with skepticism.
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Showing sincere goodwill
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Which of the following should be a company's first step in the event of a crisis that impacts its stakeholders?
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express concern
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The first step in most PR campaigns is to _____.
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establish objectives
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Traditionally, the primary vehicle for PR messages was _____.
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press releases
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Which of the following is true of the crisis response stage in a crisis management plan?
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It involves reaching all stakeholders through appropriate communication channels.
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Which of the following is a secondary responsibility of the crisis response stage?
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Preserving an organizations reputation
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A crisis caused due to management actions that are unlawful, falls under the category of _____.
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preventable crises
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What is the advantage of a company expressing sympathy toward the victims of a crisis?
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This reduces the number of claims against an organization.
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Which of the following is most likely to take place during the pre-crisis preparation stage?
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Developing sample responses to various types of crises
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Which of the following best describes social responsibility?
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Social responsibility means that companies give back, serve, and meet the shared interests of their communities.
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Companies are less able to generate predictable media exposure in the Social Age because of the _____
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shrinking options in mass advertising
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Which of the following should typically be avoided when formatting tables?
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Using grid lines on all borders of the tables
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Which of the following statements is true of bar charts?
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Bar charts are more versatile than pie charts and line charts.
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Which of the following statements is true about creating effective bar charts?
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Bars should be arranged in ascending or descending order in most cases.
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Open-ended questions:
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help understand an issue in more depth than closed questions.
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Which of the following is a good practice in the context of collecting, analyzing, and presenting research data?
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Focusing on full disclosure of data
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Which of the following practices reduces the credibility of a research?
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Entering into research with preexisting assumptions
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Which of the following statements is true about online surveys?
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Data from online surveys can be automatically dumped into a spreadsheet
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A _____ is typically useful for illustrating the pieces within a whole.
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pie chart
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The first step in developing research-based business reports is:
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identifying what decision makers want to accomplish
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_____ relates to how current and representative the data is in the context of criteria for evaluating data quality.
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reliability
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A(n) _____ is designed to gain a preferred response from the survey designer's perspective and hence produces unreliable and unusable information.
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leading question
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Which of the following is a type of primary research?
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conducting a survey research
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"A survey should have response choices that are exhaustive." This means that:
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the choices include all possibilities
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Which of the following terms best describes a serious offense that involves a literary theft?
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plagiarism
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What is the purpose of an executive summary?
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To quickly represent the most important contents, including key findings and conclusions
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Which of the following is an advantage of applying bulleting and enumerated lists?
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It can help readers rapidly process and group dense information
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Which of the following raises the credibility of a report?
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supplying the facts with precision
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Which of the following is a guideline for reviewing business reports?
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You should try to get others' perspectives before you officially submit your report.
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What is the advantage of placing a clear statement of the business problem at the beginning of a report?
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It helps establish the purpose and value of the report.
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How can you best avoid plagiarism on a documentwide level?
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By supplying your own ideas, conclusions, and recommendations
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Which of the following components of a formal report falls into the category of "back matter"?
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reference list
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If _____, then your report is essentially plagiarized.
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the majority of ideas in your report are based on just one or two sources
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What is the typical length of problem statements?
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one to three paragraphs
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How long should an executive summary be for a 10-20 page report?
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one page
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How can you avoid plagiarism on a sentence and paragraph level?
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By documenting all references to the ideas of others
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When should you use direct quotations?
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When the idea emphasizes the credibility of the original speaker or writer
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_____ should be provided throughout the document to indicate the information you have drawn from other sources.
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citations
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When giving a presentation, the audience will judge you as competent if:
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you clearly know what you are talking about.
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While giving a background on your company, you must make sure that the story of your company:
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connects to the needs of your audience.
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Which of the following makes presentation slides appear uncluttered?
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Plenty of white space
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Which of the following is the primary goal of attention-getters in your presentation?
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To get your audience members emotionally invested in your presentation
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As with written reports, successful presentations rely on:
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well-developed takeaway messages.
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Which of the following helps the audience grasp the content of your presentation within 10 to 15 seconds?
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Limiting the amount of information on any given slide
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The positioning statement in a presentation should be:
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as concise as possible
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Which of the following components of a presentation takes the least time to deliver?
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concluding with a review
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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?
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Ronald should maintain eye contact with his audience throughout the presentation.
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Which of the following is true about the SOFTEN model of nonverbal communication in presentations?
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Keeping your arms to your sides or gesturing with palms up is more inviting to the audience.
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Which of the following scenarios indicates an advantage for the presenter?
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Nelson stands close to the audience to establish eye contact with them.
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Which of the following is a guideline to maintain a flexible approach during presentations?
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Do not panic when you lose your train of thought.
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Which of the following guidelines of nonverbal communication helps you make effective presentations?
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Use your facial expressions to connect with your audience and show your enthusiasm for your topic.
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During a presentation, complying with requests raised by audience members promptly:
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establishes your reputation as being responsive.
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Which of the following strategies is important for making the Q&A round as smooth and effective as possible during presentations?
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Reframe the question to match your agenda.
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What does "T" stand for in the SOFTEN model of nonverbal communication in presentations?
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tone
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Which of the following types of workplace attire is not typically worn to a business-related setting?
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casual dress
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During presentations, which of the following is a way to show support for the presenter?
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Asking questions that pertain to the topic being discussed
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What does "O" stand for in the SOFTEN model of nonverbal communication in presentations?
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open stance
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Which of the following will help you manage your nervousness before your presentation?
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Focusing on friendly faces initially to gain composure and confidence
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Connecting emotionally with audience members and adapting to their needs in presentations show that you are:
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caring
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Which of the following will help you manage your nervousness before your presentation?
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watching your food and beverage intake
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Which of the following is one of the best ways of to relax immediately before your presentation?
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speaking with audience members
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Kimberly has to deliver a presentation at a formal business meeting. Which of the following should Kimberly ideally wear?
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A tailored business suit with a skirt and leather shoes
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During presentations, you show your _____ by knowing your content well.
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competence
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In the context of workplace attire, which of the following styles requires men to wear neckties?
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formal business attire
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