BUAD 5011: Communications Final (W&M MBA)

You should use your presentation to show your thorough understanding of a business issue, but avoid giving away too many of the benefits of your ideas. True False

False

When describing your accomplishments and experiences in your resumé, it's a good idea to avoid the use of action verbs so that you don't come across as overconfident to the potential employer. True False

False

Quintala is completing her resumé and feels it would be a good idea to include some information about her coursework in college. She provides a list of her courses as follows: ECON 2013, BUAD 0346, MAN 3401, and FIN 3297. She believes this shows that she has a well-rounded background in various topics. She is correct in her belief and should not use more generic terms like "banking administration" or marketing of financial services. True False

False

Which of the following statements is a judger statement rather than a learner statement? a.) Aren't you interested in trying new techniques? b.) How long do you think it will take to implement this new program? c.) What do the studies indicate the environmental impact will be? d.) How much do you estimate this will cost? e.) What other companies have tried this type of sales campaign?

a.) Aren't you interested in trying new techniques?

Which of the following meta messages would most likely be communicated through a professional networking site such as LinkedIn? a.) I am committed to my industry. b.) I'm a good listener. c.) I can take care of you. d.) I am a fun person. e.) I want you to succeed.

a.) I am committed to my industry.

Raj tends to generalize in his writing because he believes that makes his writing easy for most people to understand. What is the likely effect of his generalizations on his readers? a.) They may doubt his competence on the subject he is writing about. b.) They are more likely to read the message carefully. c.) They will be pleased that they can find the information they need quickly. d.) They will be assured that Raj is not hiding unpleasant facts. e.) They will focus their attention on Raj's primary message.

a.) They may doubt his competence on the subject he is writing about.

Which of the following statements accurately describes the use of figures of speech, such as buzzwords, idioms, and metaphors, in business writing? a.) They should be avoided because they lack specificity. b.) They send the signal that the writer is out of touch with the audience. c.) They are an effective way to write more concisely. d.) They should be avoided because they are too I-centered. e.) They are an effective way to make a message more natural.

a.) They should be avoided because they lack specificity.

When you receive negative reader comments to online public relations (PR) messages, how should you respond? a.) Try to learn something from the comments that will improve your future PR messages. b.) Delete the negative comments if possible so no one else will be influenced by them. c.) Reply directly to the comments with a detailed justification of your statement. d.) Track down and criticize the commenter on other sites. e.) Do not even read the comments so you will not become upset by them.

a.) Try to learn something from the comments that will improve your future PR messages.

Which of the following is most likely to be placed in the subject line of an email? a.) an expected action b.) a signature block c.) a list of attachments d.) a professional tagline e.) the recipient's name

a.) an expected action

Companies should choose communication channels to match their a.) audiences. b.) facts. c.) preferences. d.) principles. e.) public relations image.

a.) audiences.

Which of the following refers to one's ability to maintain effective workplace relationships? a.) caring b.) intelligence quotient c.) competence d.) character e.) credibility

a.) caring

Fred has been sent to build a factory in a small village. His new employees speak often of the rewards the factory will bring to their community. It takes Fred a long time to form relationships because the social networks there are close knit. Which term best describes the primary trait of the culture he is dealing with? a.) collectivism b.) individualism c.) egalitarianism d.) future orientation e.) performance orientation

a.) collectivism

In addition to being a place to build a network, LinkedIn is also a place to a.) find job opportunities and pursue professional learning. b.) find job opportunities but little else. c.) pursue professional learning but little else. d.) find romantic partners who work in your field. e.) list all the personal activities omitted from your résumé.

a.) find job opportunities and pursue professional learning.

Difficult conversations can be handled successfully by a.) hearing everybody's story. b.) agreeing with everything you hear. c.) using the either/or approach. d.) invalidating the perspective of other people. e.) adopting a message-delivery stance.

a.) hearing everybody's story.

When composing a routine message email, where should you place the primary message to capture attention? a.) in the subject line b.) in the signature block c.) in an attachment d.) in the body of the email e.) in a post script

a.) in the subject line

Jerry, the owner of Blue Sky Inc., needs to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jerry communicates this bad message in an evasive and misleading manner, it will likely a.) negatively affect Jerry's credibility. b.) strengthen Jerry's character. c.) decrease the negative impact of the bad news on employees. d.) signal that Jerry is a strong leader in challenging situations. e.) improve the company's chances of long-term success.

a.) negatively affect Jerry's credibility.

What mistake did Vera make that could leave her message recipients feeling disrespected? a.) not delivering the message in person b.) omitting a teaser statement c.) failing to close with goodwill d.) using a direct message structure e.) not providing a rationale for the bad news

a.) not delivering the message in person

Which of the following statements effectively quantifies accomplishments in a previous job? a.) organized a workshop for 100 sales representatives b.) led team that raised funds for the poor c.) greeted clients and scheduled appointments by phone d.) conducted team meetings e.) supervised workers in the production department

a.) organized a workshop for 100 sales representatives

A unique set of professional skills and attributes that others associate with you is called your a.) personal brand. b.) online identity. c.) social media profile. d.) blogging style. e.) meta message.

a.) personal brand.

Melody Inc. manufactures music players exclusively for the U.S. market. Melody's previous model, Songz, could access the Internet and download music as an added feature. Songz would sometimes freeze during downloads and force users to restart the download. Melody failed to rectify the problem but promised users a huge discount on the next model if they exchanged their Songz. Melody's new product, Custom-Ears, rectifies the freezing problem and is available at a discount for Songz users. However, Custom-Ears is not free of problems. It turns off frequently because simultaneous multiple downloads cause it to overheat. Which of the following acts as an intensifying factor for Melody in this crisis related to Custom-Ears? a.) previous problems related to SongzCorrect b.) current problems related to Custom-Ears c.) Melody's decision to develop another music player after Songz d.) Melody's decision to add music downloads capabilities to Songz and Custom-Ears e.) Melody's decision to sell Custom-Ears at a discounted price

a.) previous problems related to SongzCorrect

Which of the following actions is most likely to be part of the reviewing stage? a.) proofreading the message b.) analyzing the audience c.) creating a reader-centered tone d.) gathering relevant information e.) developing the primary message

a.) proofreading the message

Which of the following is most likely to be communicated in writing? a.) rejection of a colleague's idea b.) a decision to cut employees' hours c.) a poor review of an employee's performance d.) a decision to lay off an employee e.) termination of a long-term supplier's contract

a.) rejection of a colleague's idea

Gus, the general manager at Fireball Manufacturing, has to deliver a negative performance evaluation to Tina, a customer service representative. During the meeting, Gus first thanks Tina for her kindness to fellow employees, then he delivers the bad news. Finally he ends the review with an expression of goodwill. In this situation, Gus is applying the ______ approach for delivering the bad-news message. a.) sandwich b.) teaser c.) buffer d.) sugarcoat e.) direct

a.) sandwich

Elise, the head of human resources at Gold Bowl Inc., has to deliver a negative performance review to Aaron, one of Gold Bowl's employees. Which of the following is the best teaser statement for Elise to use in the subject line of her bad-news email? a.) some feedback on your recent performance b.) unacceptable c.) lunch this afternoon d.) appreciation of your work e.) your poor performance

a.) some feedback on your recent performance

Which of the following guidelines makes a presentation more effective? a.) speaking to your audience not the screen b.) standing still as you talk so as not to distract the audience c.) using your slides as the primary source of information d.) reading your slides rather than interpreting them e.) starting your slides right away without preliminary remarks

a.) speaking to your audience not the screen

Sandy is writing a brochure to explain the benefits of buying produce from local farmers at the farmers' market rather than from chain grocery stores. Which of the following is most likely to make her brochure effective? a.) stories about local farm families who participate in the farmers' market b.) statistics about how much money is spent at farmers' markets nationally c.) statements to make people feel guilty about not supporting local farmers d.) information about how much fuel is saved by not shipping produce long distances e.) a lecture about how important it is to put money into the local economy

a.) stories about local farm families who participate in the farmers' market

Stakeholders are most likely to trust a company's public relations (PR) messages when a.) they view the company as credible. b.) they have unformed opinions of a company. c.) the company uses social tools to convey the PR message. d.) the company uses traditional tools, such as press releases, to convey messages. e.) the company includes hard sells in its PR messages.

a.) they view the company as credible.

An internal company blog with comment features is a good way for managers to increase a.) transparency. b.) productivity. c.) profits. d.) sales. e.) employment.

a.) transparency.

One of the first tasks to accomplish when developing a presentation is to a.) understand the needs of your audience. b.) gather content for an effective review. c.) use headings to create a storyboard. d.) develop effective slides. e.) apply the story line approach.

a.) understand the needs of your audience.

Ethnocentrism is the belief that a.) your own culture is superior to others. b.) your own culture has nothing of value to share with others. c.) people of other cultures should make all business decisions. d.) you have more to learn from other cultures than to teach. e.) other cultures have a better knowledge base to conceptualize work.

a.) your own culture is superior to others.

In the post-trust era a.)businesses are often thought to operate against the public's best interests. b.)the majority of employees have faith in their leaders and colleagues at work. c.)transparency is no longer important in the workplace. d.)stakeholders do not require businesses to be accountable to them. e.)character-based traits play a very small role in establishing credibility.

a.)businesses are often thought to operate against the public's best interests.

Extensive use of the I-voice in a business message a.)fails to convey the interests of the audience. b.) increases the positivity of the message. c.) reveals that the writer has slanted the facts. d.) emphasizes that the writer understands the concerns of the reader. e.) indicates that the writer uses faulty either/or logic.

a.)fails to convey the interests of the audience.

Stories in presentations should typically last for a.) less than 20 seconds. b.) 30 seconds to one minute. c.) three to five minutes. d.) five to ten minutes. e.) 15 to 20 minutes.

b.) 30 seconds to one minute.

Which of the following is true of messages showing appreciation? a.) They are only sent by lower-level employees and are always sent to superiors. b.) A sincere expression of thanks strengthens work relationships. c.) It is not important to state goodwill in such messages. d.) Messages showing appreciation are always informal. e.) Gaining attention is the primary focus of messages showing appreciation.

b.) A sincere expression of thanks strengthens work relationships.

For which of the following crises are stakeholders least likely to hold a company responsible? a.) An employee makes an error that leads to a toxic chemical spill. b.) An individual unconnected to the company tampers with its products in the stores. c.) An electrical surge causes machines to malfunction, which leads to an industrial accident. d.) Employees cover up negative research, which allows dangerous products to go on the market. e.) The managers engage in risky investments, which causes the company to go bankrupt.

b.) An individual unconnected to the company tampers with its products in the stores.

Erik is a manager who organizes his department into teams at the beginning of September. By December, he worries because the teams are still having conflict and do not seem very productive. What would be the best advice to give Erik? a.) Conclude that his workers are not team-oriented people. Abandon the experiment before work falls further behind. b.) Be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages. c.) Conclude that he made a mistake in the makeup of the teams. Reassign people to new teams and start over. d.) Be patient because the teams are in the norming stage. Give them time to reach the more productive performing stage.

b.) Be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages.

Which of the following is true of a co-culture? a.) Co-culture involves the belief that your own culture is superior. b.) Co-culture is a combination of elements from different cultures. c.) People with judger mind-sets find it easier to develop co-cultures. d.) Co-cultures deemphasize the differences that exist between cultures. e.) People who are low in cultural intelligence usually develop co-cultures.

b.) Co-culture is a combination of elements from different cultures.

Katie is more likely to buy a product if she hears that it sells out quickly. Her behavior illustrates the psychological principle known as a.) authority. b.) scarcity. c.) social proof. d.) liking. e.) consistency.

b.) scarcity.

Which of the following features of Elliott's résumé is most likely to cause problems with hiring managers? a.) He didn't include an objective statement. b.) His list of jobs contains conflicting dates. c.) He listed only three references and their contact information. d.) He listed general subjects rather than specific classes like ECON 302. e.) He didn't use industry jargon in his descriptions.

b.) His list of jobs contains conflicting dates.

Which task are you most likely to do during the final pass of proofreading? a.) Check for adequate white space. b.) Look for typographical mistakes. c.) Imagine how the audience will respond. d.) Ask yourself if you are confident in your facts. e.) See if you have made logic errors.

b.) Look for typographical mistakes.

Which of the following should you do during a presentation? a.) Keep the previous visual on the screen when you speak for lengthy periods. b.) Preview the slides before showing them. c.) Stand in front of the slide projection area so you can point to it. d.) Avoid making a personal connection with your audience. e.) Stand still as you talk to avoid distracting the audience.

b.) Preview the slides before showing them.

Which of the following is true of visual learners? a.) They like text-based PowerPoint slides. b.) They enjoy gestures and metaphors. c.)They dislike PowerPoint slides rich in images and figures. d.) They learn best from group activities or hands-on activities. e.) They make up the smallest proportion of the population.

b.) They enjoy gestures and metaphors.

Dale has written a proposal for a new initiative. Which of the following will help him evaluate how his message will impact stakeholders? a.) doing a first pass of proofreading b.) applying the FAIR test c.) doing a second pass of proofreading d.) consulting the design department e.) using the ARG planning process

b.) applying the FAIR test

Which of the following is an example of disrespecting the dignity and worth of others? a.) claiming credit for a co-worker's creative idea b.) criticizing a subordinate in front of others c.) forwarding a confidential email from the boss d.) arriving at a meeting late e.) leaving a mess in the kitchen area

b.) criticizing a subordinate in front of others

Which of the following has the greatest influence on the impact of social media in the workplace? a.) technical capability b.) cultural norms and values c.) personal preference d.) speed of technology development e.) government regulation

b.) cultural norms and values

In the context of developing persuasive messages, which of the following is most likely to help you demonstrate a voice of competence? a.) using only emotional appeals in your persuasive messages b.) developing strong ideas in the interest of your audience c.) adopting the tone of mass advertising such as over-the-top appeals d.) focusing only on logical appeals e.) using the I-voice in external persuasive messages

b.) developing strong ideas in the interest of your audience

When employees are engaged, that means they are connected to their work a.) ethically. b.) emotionally. c.) intellectually. d.) physically. e.) professionally.

b.) emotionally.

As a result of the mum effect, the message that reaches the top executives of an organization is usually a.) clear and specific. b.) falsely positive. c.) delayed and outdated. d.) highly credible. e.) explicit and direct.

b.) falsely positive.

The first task of most persuasive messages is to a.) express gratitude to the readers. b.) gain the attention of the readers. c.) provide a strong rationale. d.) establish that a problem exists. e.) appreciate the readers' views.

b.) gain the attention of the readers.

Emotional _____ refers to a situation in which emotions control our behavior, causing us to react without thinking. a.)filtering b.) hijacking c.) blackmail d.) noise e.) intelligence

b.) hijacking

The difference between the deductive approach and the inductive approach is that a.) in the inductive approach, the order of supporting ideas is unimportant. b.) in the inductive approach, the supporting reasons are placed before the primary message. c.) in the deductive approach, the supporting reasons follow the call to action. d.) in the deductive approach, positions are based on assumptions, not facts. e.) in the deductive approach, the business argument concludes with the primary message.

b.) in the inductive approach, the supporting reasons are placed before the primary message.

Which of the following is most likely to negatively influence readers' perceptions of your credibility? a.) long paragraphs b.) inaccurate statements c.) generous white space d.) passive voice e.) nonparallel language

b.) inaccurate statements

In his résumé, Leo lists the attributes "360-degree thinking" and "able to push the envelope." The use of such clichés will most likely a.) make Leo seem like an overly qualified candidate. b.) indicate that Leo has vague and inflated beliefs about his abilities. c.) communicate only specific accomplishments and not overall traits. d.) secure Leo an interview right away. e.) communicate that Leo lacks self-confidence.

b.) indicate that Leo has vague and inflated beliefs about his abilities.

Wes thinks that his boss favors his colleague Nirupa over him. When the boss asks him to let Nirupa know about a presentation, he waits until the last minute so she will have no time to prepare. Wes's behavior is an example of a.) maintaining formality. b.) passive incivility. c.) the negativity effect. d.) the neutrality effect. e.) flaming.

b.) passive incivility.

A business message is complete if it a.) avoids all miscalculation, misinformation, and typographical errors. b.) provides all the information necessary to meet the intended purpose. c.) uses language that says as little as possible in as many words as possible. d.) maximizes paragraph length and minimizes white space. e.) keeps the word count as low as possible without redundancies or empty phrases.

b.) provides all the information necessary to meet the intended purpose.

In the context of developing persuasive messages, the process of understanding the needs and values of others a.) is simple and happens quickly. b.) requires a strong listening orientation. c.) is a part of the FAIR test. d.) is done after message structuring. e.) has little effect on persuasiveness.

b.) requires a strong listening orientation.

Elena knows that she is especially vulnerable to work stress today because she had a fight with her husband last night. Therefore, Elena does ten minutes of meditation on her lunch break, and later when she feels herself getting frustrated during a meeting, she counts to ten before making a comment. What quality does Elena's behavior demonstrate? a.) empathy b.) self-management c.) emotional hijacking d.) self-awareness e.) psychological noise

b.) self-management

Which stage of team development do virtual teams sometimes skip? a.) forming b.) storming c.) norming d.) performing e.) reforming

b.) storming

Aaron needs help to meet a big deadline. Katy, who is not normally on his team, volunteers to help out. They meet the deadline. Aaron writes a heartfelt email to Katy to thank her for her help, but Katy does not respond. Her behavior is likely an example of a.) a flame. b.) the neutrality effect. c.) active incivility. d.) defusing a situation. e.) a high-constraint medium.

b.) the neutrality effect.

Which of the following are you most likely to include in a routine request? a.) a description of responsibilities b.) the rationale for the request c.) an expression of gratitude d.) a claim about the request e.) an expression of sympathy

b.) the rationale for the request

Which technique helps team presentations to be more seamless? a.) working independently on research and writing up until the presentation b.) using transitional phrases to pass speaking roles from one person to the next c.) keeping your head down when other team members are speaking to keep the focus on the speaker d.) assigning team roles to people who need to improve in the particular skill that the task requires e.) avoiding referring to each other's names to present more of a team identity

b.) using transitional phrases to pass speaking roles from one person to the next

Readers are more likely to react positively to a message if the writer a.) uses current technology. b.)is clearly concerned about the issues discussed. c.) is a subordinate or an equal in the organization. d.) asks them to draw their own conclusions. e.) draws parallels to events in other industries.

b.)is clearly concerned about the issues discussed.

Which of the following situations is an example of how social media can complicate professional relationships? a.) An employee posts an invitation to the grand opening of the company's new office on a professional networking page. b.) An employee uses a personal social networking page to announce the birth of his or her child. c.) An employee blogs about an embarrassing incident involving his or her boss, who sees the post. d.) An employee uploads pictures of his or her coworkers at a professional workshop to the corporate blog. e.) An employee uses his or her social networking page to invite colleagues for dinner.

c.) An employee blogs about an embarrassing incident involving his or her boss, who sees the post.

Jansson Chemicals had a chemical spill in one of its plants. Which of the following events was part of the crisis response stage of crisis management? a.) Jansson's managers created a crisis management plan to prepare for events like fires, chemical spills, and injured workers. b.) At least once a year, the crisis management team conducted evacuation drills with employees. c.) As soon as the spill occurred, team leaders shut down production and directed employees to leave the premises. d.) After the accident, the public relations team informed stockholders, customers, and suppliers about the recovery plan. e.) A corroded pipe caused the spill, so the maintenance department improved its inspection routines.

c.) As soon as the spill occurred, team leaders shut down production and directed employees to leave the premises.

Which of the following is an example of projected cognitive similarity? a.) Elana assumes that no two cultures are alike in terms of values and norms. b.) Rico assumes that all cultures are inferior to his culture. c.) Deirdre assumes that other cultural groups have the same values as hers. d.) Bill assumes that the cultural stereotypes shown in the popular media are true. e.) Michael assumes that all cultures are superior to his culture.

c.) Deirdre assumes that other cultural groups have the same values as hers.

Which statement about ease of navigation is true? a.) You should avoid using headings in information-rich and complex messages. b.) Visual appeal should be the first consideration for all written business communications. c.) Documents with too much text and not enough white space look daunting and cluttered. d.) Readers are likely to be distracted by bullets and numberings in a document. e.) You should apply more than three special types of formating to specific words and phrases you want to stand out.

c.) Documents with too much text and not enough white space look daunting and cluttered.

The Daily News just hired five young reporters. Which new employee has the most competence? a.) Kate, who made top grades in journalism at a prestigious university and then traveled for a year b.) Giorgio, who has a degree in English and has published three stories in literary magazines c.) Helena, who earned a journalism degree and interned at a local newspaper for two summers d.) Bill, who earned a degree in philosophy and spent a year writing for a school newspaper e.) Becca, who made top grades at a small college and graduated with a degree in English

c.) Helena, who earned a journalism degree and interned at a local newspaper for two summers

What does the "I" in the FAIR test of ethical business communication stand for? a.) Intent of communicator b.) Interest of audience c.) Impacts on stakeholders d.) Insight into motives e.) Illustration of credibility

c.) Impacts on stakeholders

Which statement describes the difference between inherent diversity and acquired diversity? a.) Inherent diversity means that there is little difference between team members. Acquired diversity means pairing people with very different skill sets. b.) Inherent diversity refers to the diversity of a team. Acquired diversity refers to the diversity of the organization as a whole. c.) Inherent diversity involves biological traits. Acquired diversity involves traits gained through experience. d.) Inherent diversity measures the diversity of existing staff. Acquired diversity refers to recruiting diverse candidates. e.) Inherent diversity is present in every organization. Acquired diversity must be carefully cultivated.

c.) Inherent diversity involves biological traits. Acquired diversity involves traits gained through experience.

Why is active voice generally preferable for business messages? a.) It creates a non-confrontational tone. b.) It allows writers to introduce complex ideas. c.) It emphasizes the business orientation of action. d.) It allows writers to avoid special formatting. e.) It allows the writer to use more words.

c.) It emphasizes the business orientation of action.

Chuck is the chief financial officer of his company. At the annual meeting, he gives a presentation that contains only positive financial news even though the company had a lay-off in the previous year. What impact is Chuck's presentation likely to have on the employees? a.) It will create hope that the coming year will be better than the previous year. b.) It will cause employees to forget about the previous year's problems. c.) It will create mistrust because the presentation did not offer the whole truth. d.) It will not have much effect because employees do not listen to such presentations. e.) It will impress the employees with Chuck's team orientation and positive attitude.

c.) It will create mistrust because the presentation did not offer the whole truth.

You are a senior manager who needs to evaluate five supervisors in your department. Which of the following supervisors will you decide is the most effective at delivering performance reviews? a.) Rita sugarcoats her descriptions of problem behaviors when delivering a negative performance review. b.) Adrianne procrastinates delivering negative feedback when she sees that employees are defensive. c.) Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance. d.) Jorge discusses what he believes employees are thinking rather than their concrete actions. e.) Derek uses an accusatory tone while delivering a negative performance review.

c.) Julia helps the poor performers of her team understand the ways in which they are hurting organizational performance.

Which of the following describes a team in the forming stage of team development? a.) All four members of the team discuss what the team roles and goals should be. b.) Nick and Julie present alternate ways of assigning work, and the team debates the issue. c.) Nick, Julie, Raul, and Ming take turns sharing their background with the others. d.) The four group members work at their assigned tasks efficiently and work together as needed. e.) Nick and Ming draft a work plan, while Raul and Julie write guidelines for the group to consider.

c.) Nick, Julie, Raul, and Ming take turns sharing their background with the others.

Which of the following must be kept in mind while building cross-cultural relationships? a.) Your culture is superior to that of others. b.) People across cultures have similar conceptions of time. c.) People across cultures interpret behavior differently. d.) People across cultures have the same cultural mind-set. e.) Your culture is the same as most other cultures.

c.) People across cultures interpret behavior differently.

Which of the following is an effective strategy for responding to inquiries? a.) Restrict the number of inquiries to one per email. b.) Divide the inquiries into segments and reply to them at different times. c.) Set off each question by using special formatting. d.) Avoid using bullets or numbered lists. e.) Use bullets when the order of the inquiries is important.

c.) Set off each question by using special formatting.

Fatima's boss sends her an IM for the first time. She is worried about how to respond. Which of the following is the best advice for Fatima? a.) Emoticons are a good way to break the ice in business situations. b.) Nonstandard language is inappropriate for office communications. c.) Take cues from your correspondent's messaging style. d.) Be courteous by copying all team members on discussions. e.) IM style does not affect professional reputation.

c.) Take cues from your correspondent's messaging style.

Which of the following statements about manipulation is true? a.) Manipulating customers is an accepted part of business. b.) Using manipulation increases your credibility in the eyes of your audience. c.) The FAIR test can help you avoid sending manipulative messages. d.) Career advancement often requires that you be manipulative. e.) There is an ethical difference between manipulating customers and manipulating colleagues.

c.) The FAIR test can help you avoid sending manipulative messages.

Which of the following statements is the most specific way for a company of 150 employees to convey that it needs to reduce its current workforce by half? a.) The company will have to lay off a few employees. b.) The company will have to lay off a percentage of its employees. c.) The company will have to lay off 50 percent of its employees. d.) The company will have to lay off the majority of its employees. e.) The company will have to lay off about 25 of its employees.

c.) The company will have to lay off 50 percent of its employees.

Janet's team is working on a group document, which they store in a FTP system on the company server. On Friday, Claire and Malik download the document at the same time, and each makes edits. Malik uploads his document first. When Claire uploads her copy of the document, she erases all of Malik's work. What went wrong? a.) Team members did not use the same word processing program. b.) The team did not assign its members clear responsibilities. c.) The team did not have a system to handle version control. d.) Team members were not clear about the purpose of the revision. e.) The team did not consider the needs of the audience.

c.) The team did not have a system to handle version control.

Which of the following is an example of the active listening skill of clarifying? a.) Trung leans slightly forward as he listens to others. b.) Trung asks questions that demonstrate his desire to understand other points of view. c.) Trung asks the other person to explain a point more completely. d.) Trung expresses his own perspective after he has heard the other person. e.) Trung pauses to think about what he has heard and then paraphrases it.

c.) Trung asks the other person to explain a point more completely.

Which of the following is a guideline connected with the SOFTEN model of nonverbal communication? a.) Go through your presentation quickly because most audiences have a short attention span. b.) Lean back and lower your shoulders to convey self-confidence while presenting. c.) Use your facial expressions to connect with your audience and show enthusiasm for your topic. d.) Speak in a steady tone and avoid dramatic modulation of your voice as much as possible. e.) Avoid gesturing with your hands, arms, body, and head as it is distracting.

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

Which statement accurately describes the use of you-voice in persuasive messages? a.) Writing in the you-voice to customers is just a stylistic choice. b.) Using the you-voice deemphasizes customer benefits. c.) Using the you-voice forces you to personalize the message for your readers. d.) Using the you-voice implies a high level of self-centeredness. e.) Using the you-voice in persuasive messages emphasizes the writer's objectivity.

c.) Using the you-voice forces you to personalize the message for your readers.

The preview of a presentation should generally include a(n) a.) example of the PREP method. b.) personalized case study. c.) attention-getter. d.) recap of the message. e.) call to action.

c.) attention-getter.

During which step in the AIM planning process should you consider the constraints your readers face? a.) message development b.) information gathering c.) audience analysis d.) process review e.) initial brainstorming

c.) audience analysis

During Kirk's presentation, one of his team members asked for the names of additional sources of information about the topic. He promised to get it to her, looked up the sources as soon as he returned to his desk, and emailed the information to his colleague right away. Which aspects of credibility were enhanced by Kirk's action? a.) competence and compliance b.) competence and caring c.) caring and character d.) competence and character e.) caring and command

c.) caring and character

Latecomers to forum discussions are most likely to cause problems by a.) using strong, rigid language that does not foster discussion. b.) refusing to acknowledge viewpoints that compete with theirs. c.) challenging the team's hard-earned consensus and damaging morale. d.) using sarcastic language and hurting colleagues' feelings. e.) repeating things that were stated earlier.

c.) challenging the team's hard-earned consensus and damaging morale.

Which of the following should a company do in the post-crisis stage of crisis management? a.) help victims and ensure public safety b.) create crisis management teams and identify the roles of key players c.) engage in public relations to repair the organization's reputation d.) monitor the situation carefully and stay updated with the facts e.) develop sample responses to various types of crises

c.) engage in public relations to repair the organization's reputation

Many job applicants feel hesitant to ______ because they assume that doing so may annoy hiring managers. a.) share their career goals during interviews b.) discuss their work experience during interviews c.) follow up after job interviews d.) discuss personal success stories during interviews e.) submit cover letters with their résumés

c.) follow up after job interviews

The most successful people are those whose a.) personal values take priority over the corporate values where they work. b.) personal values are subservient to the corporate values where they work. c.) personal values align with the corporate values where they work. d.) lives are ruled entirely by their personal values. e.) lives are ruled entirely by the corporate values where they work.

c.) personal values align with the corporate values where they work.

Which of the following Internet sites is a typical Web 1.0 page? a.) a Wikipedia article b.) an aspiring author's blog about writing c.) photos of a restaurant menu posted online d.) a news article with space for comments e.) a user's Twitter feed

c.) photos of a restaurant menu posted online

Frequent incoming messages can a.) increase productivity. b.) increase attention spans. c.) reduce creativity. d.) reduce stress. e.) improve civility.

c.) reduce creativity.

Which of the following messages generally takes the least time to complete? a.) persuasive messages b.) bad-news messages c.) routine messages d.) crisis communications messages e.) public relations messages

c.) routine messages

As Cho explains her dissatisfaction with her current salary, her supervisor abruptly looks away and sighs. What does the supervisor's nonverbal behavior indicate? a.) strong agreement b.) confusion c.) strong displeasure d.) distraction e.) agreement yet helplessness

c.) strong displeasure

Which of the following is an example of a bad-news message that is characterized by high severity and high controllability? a.) laying off an employee b.) rejecting a customer claim c.) telling an employee that her performance needs improvement d.)cutting back an employee's work hours e.) rejecting a colleague's idea

c.) telling an employee that her performance needs improvement

Roberto, a manager at GBN, has to prepare a report about the advantages of introducing a counseling program for employees in his company. In his report, he makes the claim that introducing a counseling program would reduce voluntary turnover because employees would be happier with their pay packages, but he offers no evidence linking counseling with pay. This report failed to effectively deliver the message that Roberto had intended. Which of the following is the most likely reason for its failure? a.)slanting of facts b.) exaggeration c.) unsupported generalization d.) weak analogy e.) either/or logic

c.) unsupported generalization

User 1.0 is most likely to a.) actively create and share content online. b.) express opinions and even change the content presented. c.) use email as the main communication tool. d.) customize web pages and content. e.) stay connected online all the time.

c.) use email as the main communication tool.

Which of the following communication techniques show that someone has a team orientation? a.) discussing only positives rather than focusing on negatives being open and transparent about the company's confidential matters b.) using the FAIR test to evaluate what other people say c.) using the pronouns "you" and "we" to discuss goals and needs d.) keeping personal motivations hidden in the workplace

c.) using the pronouns "you" and "we" to discuss goals and needs

When developing routine messages, you should aim to create a helpful, professional tone during the ______ stage. a.) brainstorming b.) planning c.) writing d.) reviewing e.) proofreading

c.) writing

Which type of routine message should you ask a colleague to review before you send it? a.) a message offering sympathy b.) a message setting up a lunch date c.) a message thanking someone for help d.) a message speaking on behalf of a team e.) a message expressing congratulations

d.) a message speaking on behalf of a team

Which of the following is useful advice on conducting business across cultures with those who have limited English ability? a.) Determine a person's level of communication proficiency within the first few moments of your interactions with them. b.) Speak at your normal, regular pace instead of speaking slowly as this may be viewed as disrespectful. c.) Use slang and jargon instead of literal language as much as possible. d.) Allow those with limited English ability enough time to process their thoughts into English. e.) When using an interpreter, focus on the interpreter instead of the person you are communicating with.

d.) Allow those with limited English ability enough time to process their thoughts into English.

High cultural intelligence is demonstrated by the ability to a.) work by a rigid set of rules and guidelines. b.) superimpose one's own cultural norms upon all others. c.) interpret the behavior of people worldwide through a single culture's framework. d.) approach cross-cultural work relationships with a learner mind-set. e.) suppress one's curiosity and interest in other cultures.

d.) approach cross-cultural work relationships with a learner mind-set.

Duane is preparing a negative performance review for Eric, an employee whose productivity is far below that of his fellow team members. Which of the following questions will help Duane determine if his draft review passes the "impacts" aspect of the FAIR test? a.) Are my motives clear, or will others perceive that I have a hidden agenda in giving Eric a negative review? b.) Is my perspective of Eric's performance influenced by defensiveness, favoritism, or some other bias? c.) Have I stated the message in a way that is respectful toward Eric? d.) Am I doing what I can to provide appropriate opportunities to Eric? e.) Is the rationale for this negative review based on sound facts and conclusions?

d.) Am I doing what I can to provide appropriate opportunities to Eric?

Which of the following is a strategy to improve relationship management? a.) Engage in relaxation techniques to clear your mind. b.) Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues. c.) Constantly evaluate your feelings and moods; attempt to understand your feelings as they occur. d.) Build up the courage to have a difficult conversation. e.) Reflect on personal strengths, weaknesses, and values.

d.) Build up the courage to have a difficult conversation.

Dave sends an email to his colleague, Stan, asking for important details about an ongoing project. Stan is on a business trip and doesn't find time to reply to all of Dave's queries. Dave wrongly perceives that Stan is ignoring him. Which of the following should Dave do? a.) Dave should send Stan information about information overload. b.) Dave should report Stan's incivility to their manager. c.) Dave should not interrupt Stan's trip even if the project falls behind. d.) Dave should call Stan or send a polite message requesting an early reply. e.) Dave should ignore Stan's emails when Stan finally replies.

d.) Dave should call Stan or send a polite message requesting an early reply.

Ovidu leads a team of workers at an advertising firm. Recently, one of his subordinates, Lorraine, suggested that the team celebrate a major milestone by taking the afternoon off to go to a baseball game together at the company's expense. Ovidu cannot approve this request, since the team's budget for entertainment is not enough to pay for everyone. Which of the following would be a good thing for Ovidu to say to Lorraine when he meets with her to discuss her proposal? a.) I like the baseball game idea, however it's just not possible right now. b.) If you'd thought about the outings we've already been on and how expensive baseball tickets are, you probably wouldn't have made this suggestion. c.) Once I decide on an alternative, less expensive way of celebrating, you'll be the first to know. d.) I would be happy to listen to any other ideas you have about how to celebrate our team's achievement. e.) Thanks for the suggestion, but the answer is no.

d.) I would be happy to listen to any other ideas you have about how to celebrate our team's achievement.

Which of the following is a helpful guideline for phone conversations with business colleagues? a.) Begin discussing business issues immediately after saying hello. b.) To keep a formal tone, avoid using the other person's name. c.) Multitask as long as you can do so without the other person suspecting. d.) Make sure that the conversation time is balanced between both parties. e.) To avoid wasting your colleagues' time, end without social niceties.

d.) Make sure that the conversation time is balanced between both parties.

What is the main difference between probing questions and solution-oriented questions? a.) Probing questions move from general to specific, while solution-oriented questions move from specific to general. b.) Probing questions tend to be analytical and focused, while solution-oriented questions tend to be casual and social. c.) Probing questions tend to be closed, while solution-oriented questions tend to be open-ended. d.) Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done. e.) Probing questions tend to have a judger mindset, while solution-oriented questions tend to have a learner mindset.

d.) Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done.

How is productivity affected when employees multitask? a.) Productivity increases by up to 80 percent. b.) Productivity increases by up to 40 percent. c.) Productivity remains the same. d.) Productivity drops by up to 40 percent. e.) Productivity drops by up to 85 percent.

d.) Productivity drops by up to 40 percent.

Roland and Quan are both on the staff of a car dealership. Roland is always asking colleagues to cover his shifts, but he never returns the favor. Quan often covers shifts for colleagues even though he rarely takes time off himself. Which statement best describes the difference between Roland and Quan? a.) Quan adheres to the company ethics policy, and Roland does not. b.) Quan relies on corporate values, and Roland relies on personal values. c.) Quan is an effective communicator, and Roland is not. d.) Quan is a giver, and Roland is a taker e.) Quan trusts his colleagues, and Roland does not.

d.) Quan is a giver, and Roland is a taker

Judging only by length, which of the following is the best subject line for an email? a.) Why? b.) Last month c.) The reason why we should consider implementing this marketing plan is its many benefits. d.) Team meeting, Harper conference room, at 11:00 e.) So, here it goes

d.) Team meeting, Harper conference room, at 11:00

What impact does beginning sentences with "it is" or "there are" have on a business message? a.) The message is more precise because it contains the specific subject, "it" or "there." b.) The message is more concise because those are brief phrases. c.) The message is more active because the second word is a verb. d.) The message is less precise because it is wordy and lacks a specific subject. e.) The message is less natural sounding because it is not parallel.

d.) The message is less precise because it is wordy and lacks a specific subject.

Which of the following is a trait of individualists? a.) They tend to follow the perceived dreams and goals of the group as a matter of duty. b.) They tend to stay in contact with and work through extended networks. c.) They stay in relationships even when they are no longer mutually satisfying. d.) They communicate directly to efficiently deal with work tasks and outcomes. e.) They make decisions based on the larger interests of society.

d.) They communicate directly to efficiently deal with work tasks and outcomes.

Which of the following is true of kinesthetic learners? a.) They need PowerPoint slides rich in images to learn best. b.) They make up the largest percentage of the population. c.) They learn best from illustrations an simple diagrams. d.) They need breaks about every 20 minutes. e.) They make up about 40 percent of the population.

d.) They need breaks about every 20 minutes.

It is important to ask colleagues to review persuasive messages because persuasive messages a.) use more formal language than other business messages. b.) are more personal and idiosyncratic than other business messages. c.) use difficult direct structure and explicit language. d.) are directed to people who resist your ideas, products, or services. e.) must be extremely objective and neutral to be effective.

d.) are directed to people who resist your ideas, products, or services.

Apologies are most effective when they a.) are vague. b.) focus on oneself. c.) deny responsibility. d.) are timely. e.) use clichés.

d.) are timely.

To break out of the reputation of an inexperienced newcomer, a person should a.) avoid taking on projects that will reveal inexperience. b.) stand out from the corporate culture in terms of dress and communication. c.) be careful not to waste time on extras like creating a professional blog. d.) attend a lot of meetings to get to know as many colleagues as possible. e.) incorporate the I-voice in business messages as often as possible.

d.) attend a lot of meetings to get to know as many colleagues as possible.

The part of a claim that makes a specific request of the recipient is known as a a.) rationale. b.) subject line. c.) primary message. d.) call to action. e.) statement of goodwill.

d.) call to action.

Moira has a standard way of running meetings that she has used for a long time. Her meetings tend to be efficient but dry, and people have difficulty feeling engaged. Which of the following techniques should Moira use to solve that problem? a.) distribute an agenda ahead of time b.) have someone take minutes and distribute them afterward c.) make sure to start and end the meeting on time d.) encourage each person to share his or her opinion e.) remain neutral while facilitating the discussion

d.) encourage each person to share his or her opinion

Dr. Deborah Tannen studies gendered communication in the workplace. She found that the way men and women speak is related to a.) how much they are paid. b.) whom they most want to impress. c.) whether they went to college. d.) how they socialized as children. e.) the amount of praise they receive.

d.) how they socialized as children.

In the context of dealing with business problems, which of the following should ideally be the first step? a.) analyzing the business problem b.) clarifying business objectives c.) formulating an alternative business plan d.) identifying the business problem e.) acquiring data about the business problem

d.) identifying the business problem

According to management expert Stephen M.R. Covey, which of the following is foundational to permanent success? a.) speaking and writing eloquently b.) demanding the respect of subordinates c.) overcoming many struggles d.) inspiring the trust of others e.) having a warm and charming manner

d.) inspiring the trust of others

When you reduce the confidence and positivity in your message, you run the risk of a.) being perceived as pushy. b.) being perceived as an exaggerator. c.) making your message seem self-serving. d.) making your idea seem weak or unexciting. e.) appearing to focus only on logic.

d.) making your idea seem weak or unexciting.

Elliot needs to assign his team members the following tasks. One of the team members, Grace, is an extrovert. Which task is most appropriate for Grace? a.) independently analyzing the latest market research report b.) writing an explanation of a new product for senior management d.) checking the proofs of sales brochures for accuracy before they are printed d.) moderating a team meeting to discuss how well the last development cycle went e.) preparing a list of questions to discuss at the next team meeting

d.) moderating a team meeting to discuss how well the last development cycle went

In order to encourage participation in a walkathon, the organization arranging the event offers free items, such as a T-shirt or a water bottle, to all the participants. Which of the following principles of influence is being used? a.) liking b.) authority c.) scarcity d.) reciprocation e.) social proof

d.) reciprocation

David has just been appointed leader of a new virtual team. He senses that the team members have doubts about each other's competence. What can he do to alleviate this situation? a.) take time during a meeting to review the company's mission statement b.) encourage the team members to consider stakeholders in every discussion c.) allow team members to choose the people they want to work with more closely d.) schedule a time when people can share their professional accomplishments e.) establish ground rules for their meetings from the very beginning

d.) schedule a time when people can share their professional accomplishments

One way to prepare for interviews is to plan out some success stories using the STAR method. What does the S stand for in the acronym STAR? a.) success b.) story c.) summary d.) situation e.) sales

d.) situation

Which of the following is a reason why the field of public relations is rapidly adopting Social Age practices? a.) the abundance of options in mass advertising b.) the decreasing importance of online consumer reviews c.) the redundancy of activist blogs d.) the increased reliance of consumers on social media for information e.) the decrease in the number of exploitable social media tools

d.) the increased reliance of consumers on social media for information

Kojin works for a social media website that caters to senior adults and allows them to engage with their families over the Internet for a small subscription. Currently, the company has focused on retirement communities, but Kojin thinks they would get more subscribers by focusing on seniors who live by themselves. He should prepare a presentation for senior staff that focuses primarily on influencing which member of the company? a.) the editorial director b.) the design director c.) the security director d.) the marketing director e.) the human resources director

d.) the marketing director

Which of the following would help to reduce e-interruptions? a.) checking digital messages six to eight times a day at random b.) turning on an automatic message that you are not answering emails all day c.) replying immediately to all messages to get them out of the way d.) using rich channels of communication to accomplish tasks completely e.) adding colleagues to an email chain so they can answer the messages

d.) using rich channels of communication to accomplish tasks completely

Calvin, a human resources manager of K5 Textiles believes that the company can improve employee retention rates by improving employee benefits. In outlining his argument to the company's leadership team, he points out that a large technology firm had success with such a strategy. Calvin's message fails to convince K5's leadership team. Which of the following is the likely cause of their reaction? a.) slanting of facts b.) exaggeration c.) unsupported generalization d.) weak analogy e.) faulty cause/effect argument

d.) weak analogy

Which of the following illustrates a characteristic of an excellent business thinker? a.) Claire's memos are always written from her perspective and use the I-voice. b.) Dale's memos usually imply that his is the only acceptable solution to the problem. c.) Cody likes to write spontaneously, so his memos often meander. d.) Alec doesn't edit his messages in order to make them feel authentic. e.) Boris uses a variety of sources such as journal articles and colleagues' expertise.

e.) Boris uses a variety of sources such as journal articles and colleagues' expertise.

Tamar posted the following message to a discussion forum at work: "Reggie, your late report cost us a shot at being team of the month." What communication rule did she violate? a.) Avoid leading posts. b.) Avoid ignoring competing points of view. c.) Avoid sarcasm. d.) Avoid off-topic points. e.) Avoid blaming.

e.) Avoid blaming.

As you review your presentation, which of the following should you ask yourself to determine how factual you've been? a.) Does the message offend or pressure in any way? b.) Have I fully disclosed information that colleagues, customers, or consumers should expect to receive? c.) Have I made recommendations to colleagues, customers, and consumers that are in their best interests? d.) Would a neutral observer consider my communication respectful? e.) Have I carefully considered various interpretations of my data?

e.) Have I carefully considered various interpretations of my data?

Which of the following statements is an example of disagreeing diplomatically? a.)You always interrupt me when I try to explain my reasons. b.) Your methods never work, but you refuse to give mine a chance. c.) I know I'm right about this, and I can prove it to you. d.) This is an issue of policy, not personal interpretation. e.) I feel that I did not have a chance to explain my actions.

e.) I feel that I did not have a chance to explain my actions.

Which of the following professionals is making effective use of slides during a presentation? a.) Martha starts her presentation with a slide of a chart rather than with opening remarks. b.) Amy stares at her slides and reads them word for word to the audience. d.) Colin stands in front of the slide projection and talks about the content. d.) Roger uses animated effects every time he switches from one slide to another to jazz up the presentation. e.) Juan displays a blank screen whenever he speaks for lengthy periods without referencing his slides.

e.) Juan displays a blank screen whenever he speaks for lengthy periods without referencing his slides.

Alan is mentoring Pat, a younger colleague, in how to be a better business writer. As Pat was writing her last memo, she did the following things. Which one will Alan tell her she needs to change? a.) Pat addressed the needs of her audience in the memo. b.) Pat spent a long time planning before she started to write. c.) Pat applied the FAIR test to the memo when she reviewed it. d.) Pat made sure the memo was easy to read and easy to navigate. e.) Pat drew primarily on her own opinions and expertise.

e.) Pat drew primarily on her own opinions and expertise.

Which of the following statements best explains the relationship between personal credibility and organizational credibility? a.) The two types of credibility are not at all related, so changes to one do not affect the other. b.) Organizational credibility is affected only when an employee gains professional credibility. c.) Organizational credibility is affected only when an employee loses professional credibility. d.) When an organization loses professional credibility, its employees usually don't lose credibility. e.) Personal credibility and organizational credibility are interrelated, with each affecting the other.

e.) Personal credibility and organizational credibility are interrelated, with each affecting the other.

Midway Amusement is a company that provides carnival rides for small fairs held by schools, churches, and the like. Recently, the company has had financial difficulties, so it has been repairing its rides rather than replacing them when they start to show high levels of wear and tear. At a church fair in central Iowa, Midway Amusement's Zipper ride collapsed, injuring several children and killing one. What is this an example of? a.) crisis management b.) a victim crisis c.) an accident crisis d.) public relations e.) a preventable crisis

e.) a preventable crisis

Ayesha says, "You're so generous!" in a sarcastic tone. Mario decides that Ayesha thinks he is cheap. What process has Mario just completed? a.) filtering b.) hijacking c.) encoding d.) synchronizing e.) decoding

e.) decoding

Which of the following actions by an interviewee is most likely to sabotage the interview process? a.) arriving more than ten minutes early b.) asking the interviewer about his or her experiences c.) failing to send a thank-you note afterward d.) inquiring about the chances for advancement e.) dressing provocatively

e.) dressing provocatively

Dina has been offered a job at a longstanding financial institution with a hierarchical culture. Which of the following should she expect to encounter when she starts work? a.) a steady stream of emails from her subordinates b.) a lack of interest in status symbols c.) a refusal to blame subordinates for leaders' mistakes d.) offices of roughly equal size for all employees e.) employees who are discouraged from openly challenging leaders

e.) employees who are discouraged from openly challenging leaders

What is one of the fastest ways to increase trust among team members who don't know each other well? a.) having the team plan an event b.) having members share a workspace c.) keeping the team small d.) limiting the number of meetings e.) encouraging self-disclosure

e.) encouraging self-disclosure

Which of the following will help you maintain a flexible approach during your presentation? a.) arriving just before the presentation to avoid nervousness b.) reading your entire message so you do not lose your place c.) focusing on your agenda rather than the needs of the audience d.) explaining any problems that disrupt the presentation e.) knowing the key messages of your presentation

e.) knowing the key messages of your presentation

You and your coworker Cho sit through a presentation that Cho laughingly describes as "death by PowerPoint." When you discuss the presentation afterward, you can think of only one thing the presenter did correctly. Which of the following characteristics of the presentation helped rather than hindered ease of processing? a.) using low-contrast backgrounds and colors b.) providing as much information as possible on every slide c.) 10-point fonts for body text d.) eliminating most white space e.) using simple charts and diagrams

e.) using simple charts and diagrams

Which of the following is a common mistake made by teams doing presentations? a.)being so cohesive that their individuality does not show b.) assigning team roles based on individual strengths c.) referring to other team members by name during the presentation d.) standing close to one another during the presentation e.) working independently right up until the presentation

e.) working independently right up until the presentation

Which of the following online actions is most likely to damage your professional reputation? a.) liking a photo on your boss's Facebook page b.) connecting with a friend at a rival company on LinkedIn c.) praising a deserving colleague in a blog post d.) posting vacation pictures on your company's networking page e.) writing a glowing recommendation of a colleague with whom you have never worked

e.) writing a glowing recommendation of a colleague with whom you have never worked