bus commmmm finallly #2

In reports focused on recommendations, it is best to avoid the direct approach. True False

FALSE Explanation: A report that focuses on recommendations is the most direct kind of report. It states its remedy for the situation right up front, trusting that its audience will find the recommendations credible. This approach works well as long as the audience has faith in the person writing the report. LO: 11.3: Explain the role of secondary research, and describe the two major categories of online research tools.

In the closing section of a routine request, ________ would be out of place. asking a series of questions requesting some specific action expressing your goodwill and appreciation providing your contact information including relevant deadlines

asking a series of questions Explanation: A) Close routine requests with a request for some specific action, information about how you may be reached, and an expression of appreciation. LO: 8.1: Outline an effective strategy for writing routine business requests.

Many companies have formal email policies that include restrictions on sending personal messages via corporate email. confidential or proprietary information. material that might be objectionable or offensive to others. sensitive content. All of these.

All of these. Explanation: E) Many employers have formal restrictions on emailing personal messages, confidential information, or objectionable material. LO: 7.4: Describe the evolving role of email in business communication, and explain how to adapt the three-step writing process to email messages.

information includes age, gender, occupation, income, and education. Demographic Stenographic Psychographic Persuasive Direct

Demographic Explanation: A) Demographic information focuses on vital statistics that are easily measured and quantifiable, such as age, gender, occupation, education, and income. LO: 10.1: Apply the three-step writing process to persuasive messages.

In marketing and sales messages, what is the primary difference between selling points and benefits? Selling points are positive whereas benefits are not. Selling points focus on the user rather than the product. Selling points focus on the product rather than the user. Benefits are unrelated to the audience. Benefits focus on key features of a product.

Selling points focus on the product rather than the user. Explanation: C) Selling points focus on key features of a product. For an electric car, selling points might include that it emits no pollution and runs without gasoline. Benefits focus on advantages for the reader. Benefits for an electric car might be that it provides a tax break and it impresses the neighbors. LO: 10.3: Describe an effective strategy for developing marketing and sales messages and explain how to modify your approach when writing promotional messages for social media.

________ involves using social networks and social media to give customers a convenient way to get help from a company. Networked organization Virtual organization Social customer service Sentiment analysis Socialization

Social customer service Explanation: C) Social customer service involves using social networks and other social media tools to give customers a more convenient way to get help from the company and to help each other. LO: 7.2: Describe the use of social networks in business communication.

In a court of law, email messages and other electronic documents can have the same weight as printed documents. True False

TRUE Explanation: An email communication is just as valid as a printed communication in legal and official proceedings. For that reason, you should be especially careful when dealing with sensitive or controversial company business and stick strictly to facts. LO: 7.4: Describe the evolving role of email in business communication, and explain how to adapt the three-step writing process to email messages.

Linking a spreadsheet to your report will help ensure that readers are always seeing the most up-to-date information. True False

TRUE Explanation: In Microsoft Office, linking to a file maintains a "live" connection to it, so changes in the original file will show up in the document you are working on. However, embedding a file "breaks the link," so changes in the original will not automatically appear in the new document. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

An advantage of the direct approach for communicating bad news is that it keeps the message short. True False

TRUE Explanation: The direct approach delivers the negative news up front, thereby keeping discussion and questions to a minimum. LO: 9.2: Explain how to use the direct approach effectively when conveying negative news.

When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it. True False

TRUE Explanation: This is the goal of the indirect approach—to make the reader view the bad news in its context as the logical and inevitable outcome of a sequence of events in which no one acted unfairly or foolishly. LO: 9.3: Explain how to use the indirect approach effectively when conveying negative news.

In addition to offering information and analysis, ________ can also include recommendations. indirect reports analytical reports informational reports directive reports socioeconomic reports

analytical reports Explanation: B) Analytical reports offer both information and analysis; they can also include recommendations. LO: 11.1: Adapt the three-step writing process to reports and proposals.

When making a routine request, you should use the inductive plan. assume that the audience is willing to comply. demand immediate action. explain the consequences of failing to comply. assume that the audience will not be willing to comply.

assume that the audience is willing to comply. Explanation: B) What makes a routine request "routine" is that the matter is fairly simple and straightforward and you anticipate no resistance from your audience. If you conclude that your audience is resistant, you need to recognize that your request is not routine and you will need to take special measures in order to secure compliance. LO: 8.1: Outline an effective strategy for writing routine business requests

When evaluating material you've gathered for a report, you should assume that any information taken from a webpage will be credible and reliable. throw out any information published by an organization that might be biased. check the material for currency. ignore government documents. assume blogs are objective sources.

check the material for currency. Explanation: C) Check the publication date of a source. Look for a "posted on" or "updated on" date. If you can't find a date, do not assume the material is current. LO: 11.2: Describe an effective process for conducting business research, explain how to evaluate the credibility of an information source, and identify the five ways to use research results.

The close of a routine reply or positive message should clearly state who will do what next. explain the reasons for any negative information you have included. offer an explanation for why this decision was made. create some ambiguity, so the audience will be more likely to contact you. offer a resale opportunity.

clearly state who will do what next. Explanation: A) If additional action is required on the part of the reader or yourself, make that action clear in the close. Include times, dates, addresses, and other information to make sure that your audience can accomplish the action easily. LO: 8.3: Outline an effective strategy for writing routine replies and positive messages.

In marketing and sales messages, the best way to handle potential objections is to avoid mentioning them. identify them up front and try to address as many as you can. explain why the objections aren't really important. suggest that anyone who has them simply needs to do more research. imply the objections stems from ignorance.

identify them up front and try to address as many as you can. Explanation: B) If you wait for the audience to discover problems they are likely to hold those problems against you. If you anticipate objections ahead of time the audience is more likely to accept the flaws and move on. LO: 10.3: Describe an effective strategy for developing marketing and sales messages and explain how to modify your approach when writing promotional messages for social media.

When you're writing a routine reply to a positive message, your readers will generally be ________ what you have to say; therefore, you can use the ________ with a routine reply or positive message. interested in; direct approach resistant to; indirect approach skeptical of; direct approach in tune with; indirect approach oblivious to; direct approach

interested in; direct approach Explanation: A) Because readers will generally be interested in what you have to say, you can use the direct approach with most routine replies and positive messages. LO: 8.3: Outline an effective strategy for writing routine replies and positive messages.

If you have a great deal of detailed, specific information to present, the best visual to use would be a table. pie chart. diagram. flow chart. bar chart.

table. Explanation: A) Tables can display extensive amounts of data. Pie charts can show the frequency or distribution of parts of a whole. Diagrams typically illustrate processes or procedures. Gantt charts support project management. Bar charts are useful for showing quantities over time. LO: 12.3: Discuss six principles of graphic design and identify the most common types of visuals used to present data, information, concepts, and ideas.

YouTube, Wikipedia, and Twitter are popular examples of general-purpose social networks. user-generated content sites. community macromedia outlets. private-label social networks. personalized synchronous networks.

user-generated content sites. Explanation: B) Users rather than website owners contribute most or all of the content on user-generated content sites, such as YouTube, Wikipedia, and Twitter. LO: 7.3: Explain how companies and business professionals can use information and content sharing websites.

An analytical report always ends by presenting recommendations. True False

FALSE Explanation: An analytical report requires analysis, and part of analysis involves drawing conclusions. Adding recommendations to those conclusions is optional for an analytical report. However, many analytical reports conclude by making specific recommendations based on conclusions drawn. LO: 11.6: Identify the three most common ways to organize analytical reports.

Spelling, punctuation, and grammar don't matter in email; getting your message out quickly should be your only concern. True False

FALSE Explanation: Poorly written emails suggest (1) that you don't know the rules of spelling, punctuation, and grammar or (2) that you don't care about your audience enough to apply those rules. Either alternative is unacceptable. LO: 7.4: Describe the evolving role of email in business communication, and explain how to adapt the three-step writing process to email messages.

Because promotional messages are not legally binding contracts in most states, it is usually acceptable to imply offers or promises you cannot deliver. True False

FALSE Explanation: Tactics such as "bait and switch," in which one item is advertised, but the customer is switched to another item when he or she comes in, are illegal in many places. Practices that aren't technically illegal but are still deceptive are clearly unethical and should not be done. LO: 10.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages. AACSB: Ethical understanding and reasoning

The more decorative elements you can add to a graphic, the more interesting and useful it will be to the audience. True False

FALSE Explanation: When designing graphics for your documents, remember that you are conveying information, and sometimes simplicity is the most effective means of communication. LO: 12.3: Discuss six principles of graphic design and identify the most common types of visuals used to present data, information, concepts, and ideas.

Which of the following is a useful strategy in preparing business reports? Understand and meet audience expectations. Use the same format for reports, regardless of topic. Keep your report as detailed as possible. Write the report for delivery through one media outlet. Use an indirect approach whenever possible.

Understand and meet audience expectations. Explanation: A) Different report topics require different formats. Compliance reports, for example, require specific formats that would not be appropriate for other types of report. With regard to formatting, always try to match your format to goals of your report. LO: 11.1: Adapt the three-step writing process to reports and proposals.

When defining the problems you need to address in an analytical report, ask yourself: How long should this report be? Why is this issue important? What is my purpose is writing this? Who will read the report? How can I use this report to gain credibility?

Why is this issue important? Explanation: B) You can clarify the problem in an analytical report by determining what you need to analyze, why the issue is important, who is involved, where the trouble is located, and how and when it started. LO: 11.6: Identify the three most common ways to organize analytical reports.

List the three (3) most common strategies for structuring analytical reports.

Your Answer: (1) Focusing on conclusions (direct), (2) focusing on recommendations (direct), (3) focusing on logical argument (indirect). (1) Focusing on conclusions. (2) focusing on recommendations. (3) focusing on logical argument. Answer: (1) Focusing on conclusions (direct), (2) focusing on recommendations (direct), (3) focusing on logical argument (indirect). LO: 11.6: Identify the three most common ways to organize analytical reports.

List any four (4) of the six (6) strategies for establishing credibility when preparing persuasive messages.

Your Answer: (1) Use simple language. Your audience is likely to be cautious, watching for fantastic claims, insupportable descriptions, and emotional manipulation. (2) Support your message with facts. The more specific and relevant your evidence, the better. (3) Identify your sources. Tell your audience where your information comes from and who agrees with you. (4) Be an expert. Know your subject area thoroughly. (1) Use simple language. (2) Support your message with facts. (3) Identify your sources. (4) Be an expert. (5) Establish common ground. (6) Be objective. Answer: (1) Use simple language. Your audience is likely to be cautious, watching for fantastic claims, insupportable descriptions, and emotional manipulation. (2) Support your message with facts. The more specific and relevant your evidence, the better. (3) Identify your sources. Tell your audience where your information comes from and who agrees with you. (4) Be an expert. Know your subject area thoroughly. (5) Establish common ground—help your audience identify with you by appealing to shared beliefs, attitudes, and background experiences. (6) Be objective. Your ability to acknowledge all sides of an issue will help you present fair and logical arguments. (7) Display your good intentions. Your willingness to keep your audience's best interests at heart will help you create ethical persuasive messages. LO: 10.1: Apply the three-step writing process to persuasive messages.

the AIDA Model which organizes messages into four (4) phases is an effective tool when writing persuasive messages. Write out the word meaning for these four (4) phases in AIDA. A = ___________ I = __________ D = ____________ A = ______________

Your Answer: (1)) Attention: Make your audience want to hear about your idea. Find some common ground on which to build your case. (2) Interest: Explain the relevance of your message to your audience. (3) Desire: Make readers want to change by explaining how the change will benefit them. Answer in advance questions that your audience might have, and back up your claims with relevant evidence. (4) Action: Ask your audience to take the specific action you suggest. A = Attention I = Interest D = Desire A = Action Explanation: See answers above. LO: 10.2: Describe an effective strategy for developing persuasive business messages and identify the three most common categories of persuasive business messages.

List the three (3) major categories of common routine requests.

Your Answer: The three major types of routine requests are (1) requesting information and action, (2) asking for recommendations, and (3) making claims and requesting adjustments. (1) requesting information and action, (2) asking for recommendations, (3) making claims and requesting adjustments. Answer: The three major types of routine requests are (1) requesting information and action, (2) asking for recommendations, and (3) making claims and requesting adjustments. LO: 8.2: Describe three common types of routine requests.

List the three (3) goals when answering routine requests and a potential sale is involved.

Your Answer: Your goals should be: (1) to respond to the inquiry and answer all questions, (2) to leave your reader with a good impression of you and your firm, and (3) to encourage the future sale. (1) to respond to the inquiry and answer all questions, (2) to leave your reader with a good impression of you and your firm, (3) to encourage the future sale. Answer: Your goals should be: (1) to respond to the inquiry and answer all questions, (2) to leave your reader with a good impression of you and your firm, and (3) to encourage the future sale. LO: 8.3: Outline an effective strategy for writing routine replies and positive messages.

When making a routine request, you should begin with an indication of the importance of your request. a statement of who you are. a clear statement of the main idea or request. a question. a humorous comment

a clear statement of the main idea or request. Explanation: C) A routine request opens by explaining what you are requesting, followed by justification for your request, then a brief closing. Explanation: C) A routine request opens by explaining what you are requesting, followed by justification for your request, then a brief closing.

The opening of a request for a recommendation should include a buffer statement to distract the reader. a statement implying that you're applying for a position. a statement on why the recommendation is needed. an apology for bothering the reader. a request for the writer to overstate your qualifications.

a statement on why the recommendation is needed. Explanation: C) Start with a clear statement of why you're asking for a recommendation. For example, state that the recommendation is for a job, an application for graduate school, an internship, or membership in some kind of organization. LO: 8.2: Describe three common types of routine requests.

To gain credibility with your audience in business reports, verifying facts and references will help to ensure completeness. accuracy. the report is well balanced. the report is clear and logical. proper documentation

accuracy. Explanation: B) Double-check your facts and references and check for typos. If an audience ever gets an inkling that your information is shaky, they'll start to view all your work with skepticism. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

When you're drafting website content, ________ will help visitors find what they want fast and encourage them to return to your site for more information. adding effective links avoiding lists using major headings but not subheadings writing in a journalistic style presenting them most favorable information first

adding effective links Explanation: A) Using the following techniques will help website readers find what they want quickly: writing in the inverted pyramid style; using headings and lists to present information in a concise, skimmable format; and including links that expedite site navigation and content skimming. LO: 12.2: Identify five characteristics of effective writing in online reports and explain how to adapt your writing approach for wikis.

The best way to persuade an audience to do something is to convince them that their existing motivations are unreasonable. change their motivation by suggesting that they are unsophisticated. align your message with their existing motivation. use scare tactics to describe the consequences of failing to do what you have asked. shame them into doing what you want.

align your message with their existing motivation. Explanation: C) Effective persuasive messages are closely aligned with audience motivations, those forces that drive people to satisfy their various wants and needs. These motivations can range from safety and security to power and control, achievement, self-actualization, and more. LO: 10.1: Apply the three-step writing process to persuasive messages.

When you're planning a negative message, ________ in order to minimize the damage to business relationships and encourage acceptance of your message. analyze the situation carefully be direct at all times emphasize your needs and concerns quote the policies and regulations of your company avoid stating the bad news in the message

analyze the situation carefully Explanation: A) Analyze the situation carefully to better understand the context in which the recipient will process your message. LO: 9.1: Apply the three-step writing process to negative messages.

In today's electronic media environment, handwritten thank-you notes are not likely to be read. give the impression that the writer is unprofessional. are often particularly appreciated by the recipient. require too much time to prepare and deliver. are viewed as obsolete, except in personal contexts.

are often particularly appreciated by the recipient. Explanation: C) When sending messages of appreciation, your praise does more than just make the person feel good. In today's electronic media environment, a handwritten thank-you note can be a welcome acknowledgement. Notes like this do not give an unprofessional impression, do not require too much time, and are not viewed as obsolete. LO: 8.4: Describe six common types of routine replies and positive messages.

When responding to a customer's complaint about one of your company's services, you should soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." use a generous, grudging tone. use a standard form letter, with blanks left for filling in unique information in neat handwriting. avoid blaming anyone in your organization by name. always find a way to blame the customer for the problem.

avoid blaming anyone in your organization by name. Explanation: D) Making excessive apologies or blaming a fellow employee can cause legal and/or ethical problems in the future. Instead, simply acknowledge the complaint and show sympathy without placing blame. Then clearly demonstrate that you are taking constructive steps to get the issue resolved. LO: 8.4: Describe six common types of routine replies and positive messages.

letter rejecting a job applicant should avoid explaining why he or she was not selected. point out the applicant's shortcomings. be as personal as possible. be as long as possible. always offer an apology.

avoid explaining why he or she was not selected. Explanation: A) Explaining the rejection opens the door to legal problems. If the rejection reason you offer can't be proved legally, the rejected person can claim some sort of discrimination was actually the true cause of the rejection. Because of these kinds of complications, many companies advocate the "no explanations" approach. LO: 9.7: Describe successful strategies for sending negative employment-related messages.

Which of the following will help you write effective email messages? clarify meaning with the use of emoticons avoid sending long, complex messages assume the email will be read on a large screen use all caps to bring attention to critical information use as many acronyms as possible

avoid sending long, complex messages Explanation: B) Long messages are easier to read as attached reports or web content. LO: 7.4: Describe the evolving role of email in business communication, and explain how to adapt the three-step writing process to email messages.

The benefits of a product can be practical but not emotional. anticipated. both practical and emotional. demographic in nature. psychographic in nature.

both practical and emotional. Explanation: C) The benefits of a product can be practical, emotional, or a combination of the two. LO: 10.3: Describe an effective strategy for developing marketing and sales messages and explain how to modify your approach when writing promotional messages for social media.

The close of a report should include new data for one last, meaningful impact. tell the reader what will happen if they don't implement what was discussed in the paper. bring all action items together and give details about who should do what, when, where, and how. explain why you are passionate about making the proposed changes. end with an insightful quote, fact or statistic.

bring all action items together and give details about who should do what, when, where, and how. Explanation: C) A report's closing should emphasize the main points of the report, summarize how the reader will benefit from any suggested changes, and provide details for items that need to be acted upon. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

Instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader. humorous anecdote buffer statement diversionary tactic heartwarming story series of facts and figures

buffer statement Explanation: B) The indirect approach to delivering bad news opens with a buffer. A buffer is a neutral, uncontroversial statement that establishes common ground with the recipient. LO: 9.3: Explain how to use the indirect approach effectively when conveying negative news.

One task in effective paraphrasing is to avoid using any business language or jargon. check your version against the original to make sure that you didn't alter the meaning. make sure your version is the same length as or longer than the original. write in the passive voice. omit quotation marks.

check your version against the original to make sure that you didn't alter the meaning. Explanation: B) Checking your own version against the original version allows you to determine whether your paraphrase is too similar. Direct quotations without attribution are plagiarism, so be sure to restate information in your own words when paraphrasing. LO: 11.2: Describe an effective process for conducting business research, explain how to evaluate the credibility of an information source, and identify the five ways to use research results.

If you're writing an unsolicited proposal, you may have to convince readers that a problem exists that must be addressed. analyze the client's business in light of the competition. follow the requirements in the RFP exactly. enumerate the client's options regarding such business decisions as product-line expansion. specify exactly the type of work to be performed

convince readers that a problem exists that must be addressed. Explanation: A) In some cases, the party receiving the proposal is aware of the problem. For example, a business with obvious roof damage knows that the roof needs repair. In other cases, the party receiving the proposal may not be aware of its problem. In that case, the company submitting the proposal needs to first identify the problem (e.g., your roof has clear signs of structural damage that you may not see) and then convince owner of the building that it has the right solution to the problem. LO: 11.7: Explain how to plan proposals.

One important goal of a buffer is to delay stating the bad news. establish common ground with your reader. make your reader wonder what the message is about. divert the reader's attention to a more pleasant subject. shift the blame to the reader or a third party.

establish common ground with your reader. Explanation: B) A well-written buffer establishes common ground with the reader. LO: 9.3: Explain how to use the indirect approach effectively when conveying negative news. AACSB: Written and oral communication

Which of the following is important when you're completing messages for your blog? determining the scope and subject of your message evaluating the content and readability of your message allow autocorrect functions to find errors and oversights determining method of transmission spending more time on the planning step than normal

evaluating the content and readability of your message Explanation: B) Completing a message for a blog is straightforward. Evaluate its content and readability, proofread it for errors, and post it on your blog. LO: 7.6: Describe the use of blogging and microblogging in business communication, and briefly explain how to adapt the three-step process to blogging.

In the body of a routine request, you should beg the reader to grant your request. explain and justify your request. give your sales pitch. explain what will happen if the audience does not do what you are asking. state your main idea.

explain and justify your request. Explanation: B) State your request when you open the message. Provide reasons in the body to justify why you are making the request. LO: 8.1: Outline an effective strategy for writing routine business requests.

The solution section in a proposal explains how your proposal will help readers meet their business objectives. reviews the reader's situation and established the need for action. states the boundaries of the proposal. convinces the reader that a problem or an opportunity exists. orients the reader to major divisions of information.

explains how your proposal will help readers meet their business objectives. Explanation: A) Briefly describe the change you propose and highlight your key selling points and their benefits, showing how your proposal will help readers meet their business objectives. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

One way to be tactful when giving your reasons for bad news is to explain why the decision is good for you and your company. focus on facts and imply the bad news. explain that the decision is based on company policy. apologize for having to be the bearer of bad news. explain how hard the decision was to make.

focus on facts and imply the bad news. Explanation: B) If benefits of the negative decision actually exist, pointing them out can be extremely heartening to your recipient. For example, in turning down a candidate for one position you may indicate that the rejection makes her eligible to apply for a better position later on in the year. LO: 9.3: Explain how to use the indirect approach effectively when conveying negative news.

An ethical persuasive argument is a contradiction in terms. focuses on how the audience's actions will benefit the sender. includes all evidence, whether or not it's relevant. focuses on being both truthful and nondeceptive. requires admitting up front that you stand to gain from audience compliance.

focuses on being both truthful and nondeceptive. Explanation: D) There is a difference between being truthful and being non-deceptive. Being truthful strictly requires that no lies or falsehoods are told. Being nondeceptive goes a step further, ensuring that all relevant information is supplied, and no information is presented in a manipulative or misleading way. LO: 10.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages.

During the process of composing a negative message, you should try to choose a buffer that will distract your reader. gain the reader's acceptance of the bad news. leave the reader with hope that you will change your decision. avoid stating the bad news. surprise the audience with the bad news.

gain the reader's acceptance of the bad news. Explanation: B) Gaining acceptance of the bad news is one of several goals to seek in writing a negative message. You also need to focus on conveying the news, maintaining goodwill and a good image for your company, and in some cases, limiting further correspondence on the matter. LO: 9.1: Apply the three-step writing process to negative messages.

RSS feeds can benefit readers who want to subscribe to timely updates from websites or to aggregate feeds from many sites. However, a drawback to RSS feeds involves the "fire-hose effect" of having old messages purged by new messages. being discouraged because it's so hard to subscribe to RSS feeds. getting so many feeds so fast that it's impossible to manage them. RSS feeds that separate trivial articles from those that are essential. All of these.

getting so many feeds so fast that it's impossible to manage them. Explanation: C) Anyone who's signed up for more than a few RSS feeds can face the "fire-hose effect" of getting so many feeds so quickly that it's impossible to stay on top of them. LO: 7.3: Explain how companies and business professionals can use information and content sharing websites.

If price is one of your strong selling points, you should mention special offers, such as volume discounts, before actually stating the price. decrease the perception that the price is high. break the total price into smaller units. give the price a place of prominence in the message. not overemphasize it, since you might need to use this advantage later.

give the price a place of prominence in the message. Explanation: D) Any strong selling point should always be featured prominently in a message. If price is what you think your audience is interested in, it should be featured in a prime location in your message. LO: 10.3: Describe an effective strategy for developing marketing and sales messages and explain how to modify your approach when writing promotional messages for social media.

Whether or not you should apologize when delivering bad news about transactions depends mainly on how much the customer has purchased from your company in the past. the medium you are using for the message. how long it has been since the problem occurred. the nature of the relationship with the customer. if you didn't meet agreed upon expectations.

if you didn't meet agreed upon expectations. Explanation: E) If you did set the customer's expectations and now find that you can't meet them, your task is more complicated. In addition to resetting those expectations and explaining how you'll resolve the problem, you should include an apology as part of your message. The scope of the apology depends on the magnitude of the mistake. LO: 9.5: Describe successful strategies for sending negative messages on routine business matters.

Flowcharts are used to summarize large amounts of statistical data. show the relative sizes of the parts of a whole. show how something looks or operates. illustrate processes and procedures. indicate trends over time.

illustrate processes and procedures. Explanation: D) Flowcharts typically illustrate processes or procedures, rather than summarizing data, showing the parts of a whole, or showing how something works. LO: 12.3: Discuss six principles of graphic design and identify the most common types of visuals used to present data, information, concepts, and ideas.

When it comes to persuasive messages, the direct approach is rarely used. is often preferable with an audience with whom you have a close relationship. is used only by top management. does not require inclusion of justifications or explanations. is used when you need to rely more on the strength of your message than your reputation.

is often preferable with an audience with whom you have a close relationship. LO: 10.2: Describe an effective strategy for developing persuasive business messages and identify the three most common categories of persuasive business messages.

Some start-up investors do not believe a business plan is beneficial in the early stages because it is too easy for anyone to write up a plan. most of the information is available on the Internet. investors spend too much time reading them. there is no need if the product is going to work. it is difficult to anticipate circumstances and obstacles that will be encountered.

it is difficult to anticipate circumstances and obstacles that will be encountered. Explanation: E) Reasons for the skepticism include the amount of time and energy required to research and write a plan, the reluctance of many target readers to read such lengthy documents, the uncertainty of whether a new product or company idea will even work, and the difficulty of correctly anticipating all the circumstances and obstacles that a young company will encounter. LO: 11.5: Explain how to plan informational reports and website content.

When considering sharing bad news within an organization, managers must commit to determining what an employee may be implying, but not saying. responding only when each detail has been researched thoroughly. punishing those employees who spread bad news in the workplace. limiting the communication channels. listening when employees have negative information to share

listening when employees have negative information to share. Explanation: E) Managers must commit to maintaining open communication channels, truly listening when employees have negative information to share and not punishing employees who deliver bad news. LO: 9.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages.

When you're writing a message of appreciation, keep it detailed and heartfelt. avoid drawing attention to specific circumstances. mention the names of those whom you want to acknowledge. send it electronically whenever possible. identify any negative results and suggestions for correcting them.

mention the names of those whom you want to acknowledge. Explanation: C) Because a message of appreciation may become an important part of someone's personnel file, try to specify the person or people you want to praise. LO: 8.4: Describe six common types of routine replies and positive messages.

When you're writing a business plan, the ________ section explains the purpose of your business and what you hope to accomplish. mission and objectives design and development products and services financial projections and requirements monitor-and-control

mission and objectives Explanation: A) The mission and objectives section of a business plan explains the purpose of a business and what that business hopes to accomplish. LO: 11.5: Explain how to plan informational reports and website content. AACSB: Written and oral communication

Data and other information presented in the report should be positive. must be easy to find. should be relatively precise. must be factually correct. should include reader friendly decorative elements.

must be factually correct. Explanation: D) Information presented in a report must be factually correct. In addition to checking for typos, double-check your facts and references. LO: 12.3: Discuss six principles of graphic design and identify the most common types of visuals used to present data, information, concepts, and ideas.

If you end up with multiple conclusions, recommendations, or actions in your report, it is best to go back to the drawing board and cut them down to one or two, at the most. combine similar items to make it easy on your readers. number and list them. leave them out of the report itself and include them in an appendix. eliminate less important ones to make the report sound more professional and confident.

number and list them. Explanation: C) The close of a report must be thorough and organized. By numbering and listing conclusions, recommendations, and actions, you communicate to your readers more effectively and can present a large amount of information in a way that is easier to understand. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

In general, the best persuasive messages ________ the audience's motivations. avoid mentioning downplay openly address dismiss eliminate

openly address Explanation: C) The best persuasive messages pay close attention to their audience's motivation—the forces that drive people to satisfy their needs. If the message can harness the motivation of its audience, the message is likely to be a success. LO: 10.1: Apply the three-step writing process to persuasive messages

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

persuasion Explanation: C) Persuasion attempts to change the attitudes, beliefs, or actions of an audience. Persuasion is not about trickery or deceit; instead, it's about letting audiences know they have choices and presenting your offering in the best possible light. LO: 10.1: Apply the three-step writing process to persuasive messages

Ethical businesspeople often use ________ as a positive force to align their interests with what is best for their audience. stealth marketing circular reasoning the "you" attitude persuasion authority

persuasion Explanation: D) Ethical businesspeople view persuasion as a positive force, aligning their own interests with what is best for their audiences. They influence audience members by providing information and aiding understanding, which allows audiences the freedom to choose. LO: 10.4: Identify steps you can take to avoid ethical lapses in marketing and sales messages.

Use a ________ to show frequency or distribution of parts in a whole. line chart bar chart histogram flowchart pie chart

pie chart Explanation: E) Use a pie chart when you need to show frequency or distribution of parts in a whole. LO: 12.3: Discuss six principles of graphic design and identify the most common types of visuals used to present data, information, concepts, and ideas.

When composing negative messages, don't use language that conveys respect. avoids an accusing tone. protects your reader's pride. pinpoints the reader's shortcomings. is overly positive.

pinpoints the reader's shortcomings. Explanation: D) Tone is critical in a negative message. Any hint of blame or accusation can cause the recipient to focus on anger and resentment rather than the message itself. LO: 9.1: Apply the three-step writing process to negative messages.

Many companies are now using ________ to replace or supplement some conference calls, training courses, and other communication activities. blogs instant messaging email text messaging podcasts

podcasts Explanation: E) You may be familiar with podcasts as the online equivalent of recorded radio or video broadcasts (also called vidcasts or vodcasts). Businesses are now using podcasts to replace or supplement some conference calls, newsletters, training courses, and other communication activities. Blogs, instant messaging, email, and text messaging are not easily adaptable to replace conference calls. LO: 7.6: Describe the use of blogging and microblogging in business communication, and briefly explain how to adapt the three-step process to blogging.

The purpose of the interest section of a persuasive message is to capture attention. prompt the audience to imagine how the solution might benefit them. increase the audience's desire to take the action recommended in the message. get the reader to act immediately. make acting on the requested action easy.

prompt the audience to imagine how the solution might benefit them. Explanation: B) Building interest is largely a matter of showing that the product you provide is relevant and useful in some way to your audience. Audience members should come away from the interest stage thinking, "That item might be useful to me." LO: 10.2: Describe an effective strategy for developing persuasive business messages and identify the three most common categories of persuasive business messages.

The general purpose of any ________ is to persuade the audience to do something. proposal presentation press release research report pictograph

proposal Explanation: A) The general purpose of any proposal is to persuade your audience to do something, such as purchase goods or services, fund a project, or implement a program. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

To conduct an effective database search, choose one search engine and stick with it. read instructions and pay attention to details. limit search terms. stay on the first page of results. remember that the internet is neatly organized.

read instructions and pay attention to details. Explanation: B) To make the best use of any search tool, read the instructions and pay attention to the details. A few minutes of learning can save hours of inefficient search time. LO: 11.3: Explain the role of secondary research, and describe the two major categories of online research tools.

When you're writing routine replies and positive messages, use the direct approach because it will help skeptical readers understand your argument. your readers will be indifferent to the content of your message. recipients will generally be interested in what you have to say. inquisitive readers will enjoy exploring the rhetorical context of your message. presenting your reasoning before your bottom line will grab each reader's attention.

recipients will generally be interested in what you have to say. Explanation: C) In most cases, your audience will be prepared to comply-as long as you're not being unreasonable or asking people to do something they would expect you to do yourself. By applying a clear strategy and tailoring your approach to each situation, you'll be able to generate effective requests quickly. LO: 8.1: Outline an effective strategy for writing routine business requests.

When integrating a visual into the text, place all visuals at the end of the text in an appendix. avoid the use of titles or other descriptors. switch back and forth between visuals and words. refer to the visuals in the text. use sidebars.

refer to the visuals in the text. Explanation: D) Successful integration involves four decisions: maintaining a balance between visuals and text, referring to visuals in the text, placing the visuals in a document, and writing titles and other descriptions. LO: 12.4: Explain how to integrate visuals with text effectively and how to verify the quality of your visuals.

As soon as a crisis hits, companies should set up a news center for company representatives and the media. Best practices for the news center will include all of the following except releasing contact information for everyone involved. having trained personnel on site around the clock. directing incoming inquires to a designated spokesperson. providing complete information packets to the media as soon as possible. issuing frequent updates.

releasing contact information for everyone involved. Explanation: A) During a crisis, don't release information that will violate anyone's privacy rights. LO: 9.6: List the important points to consider when conveying negative organizational news.

When you're selecting people to participate in a survey, it is critical to get a ________ of the population you want to survey. stratified sample crossover sample sizeable sample transparent sample representative sample

representative sample Explanation: E) When selecting people to participate in a survey, the most critical task is getting a representative sample of the population in question. LO: 11.4: Explain the role of primary research, and identify the two most common forms of primary research for business communication purposes.

Social media and other communication technologies have created a major new challenge: competing in the global marketplace. researching and developing new products and services. communicating up and down the corporate supply chain. attracting and recruiting qualified applicants for employment. responding to online rumors and attacks on a company's reputation.

responding to online rumors and attacks on a company's reputation. Explanation: E) Social media and other communication technologies have created a major new challenge: responding to online rumors and attacks on a company's reputation. LO: 9.6: List the important points to consider when conveying negative organizational news.

In a positive message, present the main idea in the first sentence of the middle paragraph. at the end of the middle paragraph. right at the beginning of the letter. in the last sentence of the letter. by implication only

right at the beginning of the letter. Explanation: C) The strategy for a positive message is simple: first, state the main idea. Then give necessary details. Finally, close with a cordial request for specific action. LO: 8.3: Outline an effective strategy for writing routine replies and positive messages

According to your textbook, ________ are the most attractive features of a product. desirable benefits specialties points of access selling points price points

selling points Explanation: D) A selling point is an attractive feature of a product that appeals to customers. A selling point of an iPad is how easy the device is to use. LO: 10.3: Describe an effective strategy for developing marketing and sales messages and explain how to modify your approach when writing promotional messages for social media.

Email messages generally require less care than other messages, since email is temporary and easily deleted. should be written with the assumption that they will be stored forever. should always be less formal in business than messages in other media. should be replaced with IM whenever possible. are a productive tool to gain access to anyone in the organization.

should be written with the assumption that they will be stored forever. Explanation: B) Most emails can be retrieved with a simple search. Almost no emails are beyond the reach of a skilled technician. So once an email is written, consider it to be permanent. LO: 7.4: Describe the evolving role of email in business communication, and explain how to adapt the three-step writing process to email messages.

The use of ________ represents a fundamental shift in business communication. websites Facebook social media digital channels digital media

social media Explanation: C) The use of social media represents a fundamental shift in business communication. The shift is still taking place, as more consumers adopt social and mobile media and as businesses experiment with the best ways to integrate these media and adapt them to their internal and external communication practices. Social media such as Facebook are digital media/channel combinations that empower stakeholders as participants in the communication process by allowing them to share content, revise content, respond to content, or contribute new content. LO: 7.1: Identify the major digital channels used for brief business messages, and describe the nine compositional modes needed for digital media.

Online services that help people and organizations form connections and share information are generally referred to as clouds. microblogs. websites. social networks. digital media

social networks. Explanation: D) Social networks-online services that help people and organizations form connections and share information-have become a major force in both internal and external business communication in recent years. LO: 7.2: Describe the use of social networks in business communication.

If you're using the direct approach to deliver a negative message, save the bad news for last. state the bad news at the beginning. embed the bad news in a parenthetical expression. subordinate the bad news in a compound sentence. begin with a neutral buffer

state the bad news at the beginning. Explanation: B) With the direct approach, open the message with the bad news. LO: 9.2: Explain how to use the direct approach effectively when conveying negative news.

If you must give an employee a negative performance review, do so by email. support your claims with careful documentation. limit your discussion to the areas where the employee needs improvement. minimize anything positive that the employee has done. assume that you'll be firing the employee before too long

support your claims with careful documentation. Explanation: B) As with other rejections, saying negative things about a person opens the door to legal problems. If your evaluation is negative, you should be able to document your claims using performance records, reports of problems and difficulties caused by the person, and official complaints. LO: 9.7: Describe successful strategies for sending negative employment-related messages.

a positive message, you should explain your point completely in the introduction. the body. the close. all three, since repetition is the key to getting the message across. None of these, allowing the reader to figure it out on his or her own.

the body Explanation: B) In a positive message, express your main idea in the introduction. Fully explain your point by providing relevant details, explanations, or considerations in the body of the message. LO: 8.3: Outline an effective strategy for writing routine replies and positive messages.

One of the biggest attractions of podcasting is the ease of distribution. the low cost. improvement in audience engagement. the ability to create open-ended conversations. the conversations, person-to-person feel of the recording

the conversations, person-to-person feel of the recording. Explanation: E) One of the attractions of podcasting is the conversational, person-to-person feel of the recordings, so unless you need to capture exact wording, speaking from an outline and notes rather than a prepared script is often the best choice. LO: 7.7: Explain how to adapt the three-step writing process for podcasts.

The ideal balance between the visual and the verbal should depend on the needs of your audience. the length of the report/presentation. the amount of money available for underwriting the costs of graphics. internal company guidelines. the variety of visuals use.

the needs of your audience. Explanation: A) If you are addressing an audience with multiple language backgrounds or widely varying reading skills, you can shift the balance toward more visual elements to help overcome language barriers. The professional experience, education, and training of your audience should influence your approach as well. LO: 12.4: Explain how to integrate visuals with text effectively and how to verify the quality of your visuals.

The advantage of incorporating visuals is they force the reader to slow down to study the message. they convey less information than text, so the reader will have to read the text for supporting material. people are less numbers-oriented and rely on visuals for meaning. the reader is more likely to be drawn more deeply into the message. they are easy to change for diverse audiences

the reader is more likely to be drawn more deeply into the message. Explanation: D) In the numbers-oriented world of work, people rely heavily on trend lines, distribution curves, and other visual presentations of numeric quantities. Visuals attract and hold people's attention, helping your audience understand and remember your message. Busy readers often jump to visuals to try to get the gist of a message, and attractive visuals can draw readers more deeply into your reports and presentations. Using pictures is also an effective way to communicate with the diverse audiences that are common in today's business environment. LO: 12.3: Discuss six principles of graphic design and identify the most common types of visuals used to present data, information, concepts, and ideas

The basic purpose of informational reports is to persuade the audience to act. to present recommendations and conclusions to a superior for how to solve a particular problem. to present data, facts, feedback, and other types of information, without analysis or recommendations. to convince the reader of the soundness of your thinking. to change the audience's opinion on your topic.

to present data, facts, feedback, and other types of information, without analysis or recommendations. Explanation: C) An informational report is purely informational. It provides facts and data, but it doesn't analyze, draw important conclusions, or make recommendations. LO: 11.1: Adapt the three-step writing process to reports and proposals. AACSB: Written and oral communication

In order to use instant messaging (IM) productively in the workplace, maintain your IM presence 24-7. don't worry about IM etiquette during short exchanges. treat IM as a professional communication medium. use IM to send confidential, complex, and personal messages. use IM to replace the use of email whenever possible.

treat IM as a professional communication medium. Explanation: C) Treat IM as a professional communication medium, not as an informal, personal tool. LO: 7.5: Describe the business benefits of instant messaging (IM), and identify guidelines for effective IM in the workplace.

When you're writing a persuasive message, you can encourage a positive response by explaining what will happen if they don't respond positively. using neutral and strong language. understanding and respecting cultural differences. getting straight to the point. addressing psychographic needs.

understanding and respecting cultural differences. Explanation: C) Encourage a positive response to your persuasive messages by (1) using positive and polite language, (2) understanding and respecting cultural differences, (3) being sensitive to organizational cultures, and (4) taking steps to establish your credibility. LO: 10.1: Apply the three-step writing process to persuasive messages

When using the AIDA approach to persuasion, the closing should urge the audience to take the action you are requesting. provide additional evidence and detail not covered in the desire section. explain the steps needed to implement your ideas. help the audience imagine how the solution might benefit them. get the audience's attention.

urge the audience to take the action you are requesting. Explanation: A) Persuasion is useless without action. You can drum up enormous interest and desire on the part of your audience for your product, but if the audience is not moved to take action, your message is not successful. For this reason, inducing the audience to take action is a critical final step in your message. LO: 10.2: Describe an effective strategy for developing persuasive business messages and identify the three most common categories of persuasive business messages.

When writing business reports for outsiders (such as customers or suppliers), it is best to use a more formal tone than you would for an internal audience. use a less formal tone than you would for an internal audience. include personal references such as "you" and "us." use a great deal of idiomatic language. use contractions whenever possible.

use a more formal tone than you would for an internal audience. Explanation: A) A more formal tone is appropriate for longer reports, especially those that deal with controversial or complex information. You also need a more formal tone when your report will be sent to other parts of the organization or to outsiders, such as customers, suppliers, or members of the community. LO: 12.1: Explain how to adapt to your audiences when writing reports and proposals and describe the choices involved in drafting report and proposal content.

In a simple request for information or action, ________ will get the job done. using a direct approach using a dramatic approach using an indirect approach using a tangential approach using a persuasive approach

using a direct approach Explanation: A) For simple requests, using the direct approach gets the job done with a minimum of fuss. In more complex situations, you may need to provide more extensive reasons and justification for your request. LO: 8.1: Outline an effective strategy for writing routine business requests.

Most simple requests can be handled by explaining what you want to know or want the reader to do. who is making the request. why the request is critical. who the reader should seek help from to fulfill the request. the potential outcome if the request is denied.

what you want to know or want the reader to do. Explanation: A) Most simple requests can be handled with three message points: what you want to know or want your audience to do, why you're making the request, and what's in it for your readers if they help you. LO: 8.2: Describe three common types of routine requests.

Employees who observe illegal or unethical behavior in the workplace may resort to ________, if they're unable to resolve the problems through normal channels. stacking the deck calling the game whistleblowing mold breaking blackmail

whistleblowing Explanation: C) Employees who see wrongdoing may resort to whistleblowing, in order to express their concerns internally via company ethics hot lines or externally via social media or the news media. LO: 9.4: Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages.

When selecting the right medium for a report, you should choose the ones that are most convenient. you should choose the ones that are most economical. your decisions should reflect your audience's expectations. you should always present your report in writing. you should choose the one easiest to store.

your decisions should reflect your audience's expectations Explanation: C) The best medium for your report is largely based on your audience's preferences. If your audience expects a routine text document with no bells and whistles, then that is what you should give them. If your audience prefers to see graphs, charts, photos, and other visuals, you should provide those things for them. LO: 11.1: Adapt the three-step writing process to reports and proposals.

your readers will want to know what they should do in a given situation, then your report should focus on your conclusions. your writing process. your recommendations. your sources of information. your logical arguments.

your recommendations. Explanation: C) When your readers will want to know what you think they should do, organize your report to focus on recommendations. LO: 11.6: Identify the three most common ways to organize analytical reports.

When writing for a claim or adjustment, the opening should state the problem as well as who is at fault. competitive options. how the issue has affected the business relationship. model and serial number. your request.

your request. Explanation: E) Open with a clear and calm statement of the problem along with your request. In the body, give a complete, specific explanation of the details. Provide any information the recipient needs to verify your complaint. LO: 8.2: Describe three common types of routine requests.