BUS COM C. 7 HW
What does the term cyber silence refer to?
The time during which the sender of an email message does not receive a reply.
Which statements are true of the demands placed upon the recipient of a business email?
Emails add to the amount of work a recipient must do. Emails often disrupt other work tasks. Emails may create a time commitment.
Before business emails are sent, which of the following should be checked?
punctuation spelling grammar
Which of the following are appropriate ways to begin a group call?
You should engage each participant at the beginning of the call. You should start the call with purpose.
Which of the following is the best way to make a business phone call more personal?
You should use your caller's name.
In a business environment, potentially serious errors in emails include
accidentally releasing confidential data. unknowingly sending sensitive information. addressing emails to the wrong recipients.
You should end business phone calls
with an expression of appreciation.
True or false: True task-based business emails allow the sender to completely avoid emotion.
F
Hannah had a productive phone call with her colleague during which a number of decisions were made. After hanging up, Hannah could not remember many of the decisions. Which of the following best explains what she should have done? Multiple choice question.
Hannah should have taken some notes during the call.
Sam gets off work, goes to the gym, and then has dinner with some friends. When he gets home he remembers that he forgot to add a section to a team report that is due the following week. He needs information from his colleague Stacy to write the section. Sam is afraid that he will forget if he doesn't communicate with Stacy right away, but he doesn't want to disrupt her evening. Which of the following is Sam's best option?
He should send an email.
Which of the following are reasons why you should consider turning off the sound alerts for incoming texts in your workplace?
Sound alerts tend to be very distracting. Sound alerts in shared workplaces can distract and disturb your colleagues. Turning off sound alerts can increase productivity.
As the number of people involved in an email chain grows, which of the following occur?
Turmoil and confusion increase. More messages are included.
Is it important to follow up in writing on decisions made during business phone calls?
Yes, because a written follow-up improves the likelihood that you will accomplish your shared goals.
When group call participants spend the beginning of a call figuring out the technology, the meetings
are generally unproductive.
Work phone conversations are similar to ______, so you should consider sending an invitation with an agenda to your conversation partner.
meetings
If you are leading a group call, which of the following will help ensure a productive call?
sending out information about the technology you will use to make the call practicing beforehand with the technology for the call
Which of the following should you do at the end of a business phone call?
wrap up important points summarize next steps
Which of the following would be the most appropriate instant message response to the following instant message: "Sandy wanted to remind everyone about the farewell luncheon for Tom tomorrow at noon. Hope to see everyone there!"
"Thanks for the reminder! Looking forward to seeing everyone!"
If you do not get people interested and engaged in a group call right away, which of the following are likely to happen?
Participants will start multitasking. Participants will tune out.
According to the neutrality effect, when senders of a business message impart a positive emotion to a message, recipients interpret the message as having ______ emotion.
neutral
Which of the following are effects of cyber incivility in the workplace?
less dedication to the company decreased job contentment
Which of the following are common interactive tools that come with videoconferencing platforms?
screen sharing online chat polling
Which of the following are appropriate ways to end business phone calls?
"I really appreciate your input." "Thank you for taking the time to . . . "
When you experience cyber incivility, your primary goal should be
to ensure that the situation does not get worse.
After experiencing cyber incivility, you should reinterpret your first reactions with assessments that have
more personally detached appraisals. greater fact-based conclusions. increased objectivity.
Which of the following are reasons you should exercise discipline and avoid personal instant messages at work?
to gain the respect of your colleagues to establish your professionalism
One way to help with effective time management when organizing deadlines via email is
to provide clear timelines.
When working in a shared workspace or attending a meeting, you should consider ______ for incoming instant messages.
turning off the sound alerts
Which of the following are common outcomes of the negativity or neutrality effect in a business setting?
uncertainty an increase in conflict apprehension
For which two of the following situations would instant messages be the most appropriate choice?
uncomplicated business messages short business messages
True or false: Group calls differ from other virtual meetings in that they do not require participants to follow the guidelines of effective virtual meetings.
False
Which of the following statements about instant messaging in the workplace are true? (Select all that apply.)
Attitudes toward instant messaging in the workplace vary significantly. Instant messaging is a new form of communication, especially in the workplace.
Why should sarcasm and jokes in workplace instant messages be avoided in most cases?
They can be easily misunderstood or misinterpreted.
Douglas is a business professional in sales. He has a new product to promote, and he believes the product will be very popular and in demand. Douglas knows that a number of companies would benefit from offering the product. To build connections with these companies, which approach should Douglas first take? Multiple choice question.
Douglas should try to reach the companies by phone.
Which of the following are reasons email is not considered a rich channel and therefore best used only for certain types of business communication?
Email is deficient in verbal cues. Email does not have nonverbal cues.
True or false: In a business setting, emails will always get read, even if they are hard to read.
False
Which of the following are appropriate ways to reply to an email with a request that you cannot immediately respond to in full?
I will get back to you on Thursday after I've had a chance to study your request. I can respond to your email by the end of the week. I can take care of your request two days from now.
Pappy sent an identical instant message to two members of his team about the deadline for a report. One recipient felt Pappy was criticizing him and anticipating that he would miss the deadline. The other recipient appreciated the reminder and was grateful for Pappy's organizational skills. Which of the following is the best option for Pappy in order to avoid future misinterpretation of his instant messages?
Pappy needs to consider the meta messages of his instant messages.
Sam made all the arrangements needed for an important business call. He provided an agenda and checked the quality of his phone. During the call, Sam used the caller's name, gave him a warm greeting, and kept the call on point and within the time limit he had anticipated. Sam said everything he had intended and, although his caller did not say very much, Sam felt the call went well. He later received feedback that the caller did not feel much of a connection to Sam. Which of the following might best explain why?
Sam did not share conversation time equally with the caller.
When writing a business email, maintaining a high standard of writing is key for which of the following reasons?
The number of people who might see the message is high.
Which of the following can be accomplished by phone calls, in contrast to other, less-rich channels?
They help business professionals manage conflict more effectively. They allow business professionals to connect with better understanding. They help business professionals resolve problems more quickly.
Which is the best course of action when you need information quickly that you can get yourself without too much trouble?
You should get the answer yourself.
Which of the following should you do in an instant message to a colleague you do not regularly communicate with via instant message?
You should identify yourself.
Which of the following are reasons why you should take such actions such as smiling, using hand gestures, and sitting up straight during business phone calls even though the other caller cannot see you?
Your nonverbal behaviors can be reflected in your voice. Acting like you would if you were talking in person can carry through in a pleasant, clear voice.
Instant messages in the workplace are considered to be ______ by most business professionals.
a relatively casual communication channel
Out of respect for message recipients, business professionals should ensure that all emails they send
are needed. are pertinent.
Ideally, business email writers should favor a(n) ______ tone.
balance between a formal and informal
When you coordinate tasks by email, you show respect for the recipient's time by
clearly stating your availability. providing several possible time slots for any meetings. providing details about time frames.
The general name for the medium through which a message is transmitted is the
communication channel
Which of the following characteristics of a subject line will increase the likelihood that the recipient of a business email will open it immediately?
compelling descriptive
Overuse of the priority flag by a business email sender can lead to a reputation as
demanding.
In a business setting, the negativity effect means that emails sent with a neutral intent are received as being
negative.
What qualities are valued for email by business managers who argue that emails should express no emotion?
task-based messages straightforwardness
Email chains are defined as emails
that are sent back and forth among a group of people.
Which of the following best explain why you should clearly end an instant messaging exchange in workplace texts?
to send a signal that the exchange is complete to prevent the exchange from awkwardly dragging on
You are sending a text message to a colleague you have not spoken to in over a year. Which of the following is the most appropriate text message to send?
"Hi. This is Janet. Do you happen to have the budget report from personnel?"
Which of the following is an example of the best way to begin a business phone call?
"Hello, Jacob. Thank you so much for speaking with me today."
Which of the following best exemplifies the most appropriate tone for a workplace instant message?
"Nice job in today's meeting! I'm available to help with follow-up calls if you need it."
Which of the following would be the most appropriate response to an instant message from a colleague that reads, "We need to reschedule tomorrow's meeting. It will be next Wednesday at 10 a.m. in the main conference room. I apologize for any inconvenience."
"Thank you for the update. I've noted the new date in my schedule."
Because of e-interruptions, the average business professional loses around how many hours of productivity per day?
2 to 3 hours
Effective texting during workplace meetings includes which of the following? (Select all that apply.)
Asking for information from colleagues or clients outside the meeting Prompting team members about topics to cover
Candace makes a lot of phone calls for her job. She has received feedback indicating that she speaks in a monotone and does not sound very engaged. Which of the following can she do to speak more enthusiastically and pleasantly?
Candace should listen to her recorded voice to get ideas about changes she should make. Candace should engage in nonverbal behaviors, such as smiling, sitting up straight, and gesturing, during phone calls.
Nancy was both nervous and excited about her phone call with a client. Her enthusiasm was manifested in the phone call by fast and seemingly rushed talking. Which of the following is the most likely reaction from the client?
The client believed Nancy wanted to move on to other things.
When email senders experience cyber silence, they commonly feel which of the following?
anger irritation
Rather than using a priority flag, the best way to gain a business email recipient's immediate attention is by
composing an effective subject line.
Cyber incivility can be defined as showing ______ online.
disrespect
Because of the neutrality effect, a business email recipient is unable to read the sender's
emotional intent.
Email is utilized ideally for which of the following types of messages in business?
routine work information stating holiday work hours the sharing of facts
According to a recent study, nearly all business professionals expect an email response within
4 hours.
Tim, a supervisor, and Sue, his supervisee, just concluded a phone call during which many decisions were made, including how tasks would be delegated to specific team members. Which of the following should Tim do to make certain the agreements are accomplished?
Tim should send a reminder message to Sue within a few hours after the call. Tim should document the agreements of the conversation so that there is a record.
What is the goal of relaxation when dealing with uncivil electronic communications?
To be able to make a rational response.
Emails that are easy to read have which of the following features?
a subject line that clarifies the message obvious labeling of document attachments
E-interruptions are defined as interruptions caused by
electronic messages.
Which of the following are types of cyber incivility that female supervisors commit more commonly than male supervisors do? (Select all that apply.)
failing to reply to emails sending time-sensitive messages via emails
Which of the following are effective practices for group calls?
following up with minutes and action items getting each participant involved using an agenda
During business phone calls, conversation time should be
shared equally between the two callers.
Jason's company just began using a new technology for videoconferences, and Jason is excited to try out the interactive options. He thinks they will be very useful for his team. In his first meeting he shares his screen, conducts a poll, and uses the virtual whiteboard. After the meeting the participants have trouble remembering what was discussed during the call. Which of the following is the most likely reason?
Jason used the interactive tools with no real purpose.
Which of the following is true regarding business professionals who frequently ask questions and offload their own tasks to others instant messages or email?
They get a reputation as takers rather than givers.
The main reason that using a webcam for group calls is advantageous is because
it allows for rich conversations with nonverbal cues.
During work hours you should avoid ______ instant messages.
personal
Which of the following are examples of communication channels?
phone conversations emails face-to-face dialogue
Which of the following are constructive steps that can be taken to address workplace cyber incivility?
relaxation defusing reinterpretation
Which of the following is the most courteous way of contacting colleagues if you have to change a meeting time or place at the last minute? Multiple choice question.
phone call
Sending an email to the wrong person can result in which of the following?
release of private information negative professional outcomes disclosure of confidential business plans
Which of the following statements about sending work instant messages after work hours are true?
IMs may be considered more intrusive than emails. IMs can blur the line between personal and work time.
Currently, the primary form of written business communication is
For the next few years, which of the following is expected to be the most commonly-used tool for written business communication?
emails
To make certain that a vital business email is correctly and fully edited and proofread before being sent, it should be written
in a word processing program.
Because business professionals use email extensively for communication, they typically associate emails with which of the following?
information overload email fatigue
In business emails, subject lines reflect the ______ of the message.
significance
Which of the following should be done at the beginning of a business phone call?
You should use the caller's name. You should make a few light comments to get the conversation started.
To ensure quality audio for business phone calls, which of the following is the best choice?
a landline connection
Suzanne has an important phone call with a new client. She has prepared carefully for the call, providing an invitation and detailed agenda to the client. She decides she will make the call from the back corner of her favorite coffee shop, since she knows it will be quiet at the time of her call. Which of the following should she also do to make sure she has a successful phone call?
She should test the audio quality of her phone from the coffee shop location.
Which of the following statements about instant messaging in the workplace are true?
You should be aware of others' instant messaging styles and match them. You should use standard language conventions and complete sentences until you know the instant messaging style of your colleagues.
Which of the following should you do to use your webcam effectively during group calls?
Position your webcam so you are speaking directly to your listeners. Make certain you have good lighting and a clean background. Maintain direct eye contact with the webcam.
Which of the following messages would be the most appropriate to send via instant message to a colleague?
"The team meeting has been confirmed for 9 a.m. this Friday."
Most instant messages in the workplace should be reserved for
straightforward, positive messages.
Most effective business calls get to the point
within one to two minutes.
True or false: If you can't take care of an email request right away, you should not respond at all until you can send a full and detailed response.
False
Lee just started working in a traditional, corporate setting that has many workplace regulations. Lee's previous job was with an innovative start-up company. She wants to send a question to her manager about a presentation she is planning. She needs an immediate answer, so she decides to send an instant message. Which of the following should she consider before sending the message?
Lee should think about her manager's attitudes toward instant messaging. Lee should evaluate the meta message of her instant message.
Which of the following should you do during business phone calls to get the most out of them?
You should make the call your entire focus. You should avoid multitasking.
When a business professional writes an email to another business professional, which of the following qualities should be avoided to be respectful of time?
lack of clarity mediocre writing
Business professionals who habitually change meeting times and locations at the last minute via instant messages are generally considered to be
unreliable.
Which of the following contribute to cyber incivility? (Select all that apply.)
the quick pace of online interaction the lack of face-to-face contact online
Which of the following are examples of how to indicate an instant messaging exchange is complete?
"Have a nice evening." "Talk to you tomorrow."
Which of the following are methods of achieving relaxation?
finding an amusing angle to the situation breathing deeply counting to ten
Which of the following statements about instant messaging in meetings are true? (Select all that apply.)
It can cause distractions and be abused. It is becoming increasingly common in some organizations.
Which of the following should you do to prepare for less formal phone conversations?
You should plan the purpose of the phone conversation. You should decide on the major points to cover. You should let your conversation partner know the approximate duration of the call.
_____ business professionals are the group most likely to expect an immediate response to an email.
Younger
Reinterpretation of uncivil electronic communications ultimately allows you to have a less ______ reaction to the email.
personal
