BUS-X204 Ch 7

Select all that apply 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.

Select all that apply 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

Select all that apply Which of the following are considered to be unprofessional writing and formatting for business emails?

-typing words in all capital letters -composing a message in an uncommon font -spelling words in a nonstandard fashion

Select all that apply Which of the following are effective practices for group calls?

-using an agenda -getting each participant involved -following up with minutes and action items

Select all that apply Which of the following are effective practices for group calls?

-using an agenda -getting each participant involved -following up with minutes and action items

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

Email chains are defined as emails

that are sent back and forth among a group of people

Select all that apply After experiencing cyber incivility, you should reinterpret your first reactions with assessments that have

-greater fact-based conclusions. -more personally detached appraisals. -increased objectivity.

Select all that apply Because business professionals use email extensively for communication, they typically associate emails with which of the following?

-information overload -email fatigue

Select all that apply Which of the following are effects of cyber incivility in the workplace?

-less dedication to the company -decreased job contentment

Select all that apply When a business professional writes an email to another business professional, which of the following qualities should be avoided to be respectful of time?

-mediocre writing -lack of clarity

Select all that apply Sending an email to the wrong person can result in which of the following?

-negative professional outcomes -disclosure of confidential business plans -release of private information

Select all that apply Sending an email to the wrong person can result in which of the following?

-negative professional outcomes -release of private information -disclosure of confidential business plans

Select all that apply Which of the following are common interactive tools that come with videoconferencing platforms?

-polling -online chat -screen sharing

Select all that apply If you are leading a group call, which of the following will help ensure a productive call?

-practicing beforehand with the technology for the call -sending out information about the technology you will use to make the call

Select all that apply When you coordinate tasks by email, you show respect for the recipient's time by

-providing details about time frames. -clearly stating your availability. -providing several possible time slots for any meetings.

Select all that apply Before business emails are sent, which of the following should be checked?

-punctuation -spelling -grammar

Select all that apply Which of the following are constructive steps that can be taken to address workplace cyber incivility?

-relaxation -defusing -reinterpretation

Select all that apply 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

Select all that apply 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

Select all that apply The use of which two of the following has the potential to create a misunderstanding in business emails?

-sarcasm -comedy

Select all that apply Which of the following are types of cyber incivility that female supervisors commit more commonly than male supervisors do?

-sending time-sensitive messages via emails -failing to reply to emails

Select all that apply What qualities are valued for email by business managers who argue that emails should express no emotion?

-task-based messages -straightforwardness

Select all that apply What does the richness of a communication channel involve?

-the level of immediacy -the number of cues available

Select all that apply 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

Select all that apply Which of the following are motivations for leaving out names in business emails?

-to avoid unneeded formality -to have the email resemble a memo

Select all that apply 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

Select all that apply Which of the following are common outcomes of the negativity or neutrality effect in a business setting?

-uncertainty -apprehension -an increase in conflict

Select all that apply For which two of the following situations would instant messages be the most appropriate choice?

-uncomplicated business messages -short business messages

Because of e-interruptions, the average business professional loses around how many hours of productivity per day?

2 to 3 hours

According to a recent study, nearly all business professionals expect an email response within

4 hours.

Cyber incivility can be defined as showing ______ online.

disrespect

The general name for the medium through which a message is transmitted is the

communication channel

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.

An effective business email is

concise

In a business setting, the negativity effect means that emails sent with a neutral intent are received as being

negative

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

During work hours you should avoid ______ instant messages.

personal

Reinterpretation of uncivil electronic communications ultimately allows you to have a less ______ reaction to the email.

personal

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?

phone call

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.

Ideally, business email writers should favor a(n) ______ tone.

balance between a formal and informal

Select all that apply 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 may create a time commitment. -Emails often disrupt other work tasks.

The main reason that using a webcam for group calls is advantageous is because

it allows for rich conversations with nonverbal cues.

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.

What does the term cyber silence refer to?

The time during which the sender of an email message does not receive a reply.

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.

What is the goal of relaxation when dealing with uncivil electronic communications?

to be able to make a rational response

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 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."

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!"

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."

Select all that apply Which of the following are examples of how to indicate an instant messaging exchange is complete?

-"Talk to you tomorrow." -"Have a nice evening."

Select all that apply Which of the following statements about instant messaging in the workplace are true?

-Attitudes toward instant messaging in the workplace vary significantly. -Instant messaging is a new form of communication, especially in the workplace.

Select all that apply 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 does not have nonverbal cues. -Email is deficient in verbal cues.

Select all that apply To defuse fully a workplace situation created by cyber incivility, which of the following actions should you take?

-Emphasize task facts and issues in an email. -Arrange an in-person meeting. -Seek shared goals and common ground.

Select all that apply Which of the following are appropriate ways to reply to an email with a request that you cannot immediately respond to in full?

-I can take care of your request two days from now. -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.

Select all that apply Which of the following statements about instant messaging in meetings are true?

-It can cause distractions and be abused. -It is becoming increasingly common in some organizations.

Select all that apply In a business environment, potentially serious errors in emails include

-addressing emails to the wrong recipients. -unknowingly sending sensitive information. -accidentally releasing confidential data.

Select all that apply When email senders experience cyber silence, they commonly feel which of the following?

-anger -irritation

Select all that apply Out of respect for message recipients, business professionals should ensure that all emails they send

-are pertinent. -are needed.

Select all that apply\ Which of the following are methods of achieving relaxation?

-counting to ten -finding an amusing angle to the situation -breathing deeply

Select all that apply Which of the following are constructive steps that can be taken to address workplace cyber incivility?

-defusing -reinterpretation -relaxation

Select all that apply Which of the following characteristics of a subject line will increase the likelihood that the recipient of a business email will open it immediately?

-descriptive -compelling

Select all that apply Which of the following are examples of communication channels?

-emails -phone conversations -face-to-face dialogue

Select all that apply Which of the following are qualities that facilitate the reading of a business email message?

-ensuring paragraphs are brief and no longer than about 50 words -putting the most important data at the beginning of the message

Select all that apply Which of the following are characteristics of defusing?

-forestalling any rise in tensions -removing friction

Select all that apply Which of the following are the email features that can be a factor in the development of email chains?

-forward -copy -reply to all

Select all that apply 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.

Select all that apply Which of the following should you do to use your webcam effectively during group calls?

-Maintain direct eye contact with the webcam. -Make certain you have good lighting and a clean background. -Position your webcam so you are speaking directly to your listeners.

Select all that apply As the number of people involved in an email chain grows, which of the following occur?

-More messages are included. -Turmoil and confusion increase.

Select all that apply 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.

Select all that apply Effective texting during workplace meetings includes which of the following?

-Prompting team members about topics to cover -Asking for information from colleagues or clients outside the meeting

Select all that apply Which of the following are reasons why you should consider turning off the sound alerts for incoming texts in your workplace?

-Turning off sound alerts can increase productivity. -Sound alerts tend to be very distracting. -Sound alerts in shared workplaces can distract and disturb your colleagues.

Select all that apply Which of the following are appropriate ways to begin a group call?

-You should start the call with purpose. -You should engage each participant at the beginning of the call.

Select all that apply Which of the following statements about instant messaging in the workplace are true?

-You should use standard language conventions and complete sentences until you know the instant messaging style of your colleagues. -You should be aware of others' instant messaging styles and match them.

Select all that apply Emails that are easy to read have which of the following features?

-a subject line that clarifies the message -obvious labeling of document attachments

Select all that apply In a business environment, potentially serious errors in emails include

-addressing emails to the wrong recipients. -accidentally releasing confidential data. -unknowingly sending sensitive information.

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

True or false: In a business setting, emails will always get read, even if they are hard to read.

False

True or false: True task-based business emails allow the sender to completely avoid emotion.

False

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.

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.

Why should sarcasm and jokes in workplace instant messages be avoided in most cases?

They can be easily misunderstood or misinterpreted.

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.

True or false: "Reply to all" is an email feature that contributes to email chains in the business environment.

True

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.

_____ business professionals are the group most likely to expect an immediate response to an email.

Younger

Instant messages in the workplace are considered to be ______ by most business professionals.

a relatively casual communication channel

When group call participants spend the beginning of a call figuring out the technology, the meetings

are generally unproductive.

Overuse of the priority flag by a business email sender can lead to a reputation as

demanding

E-interruptions are defined as interruptions caused by

electronic messages.

Currently, the primary form of written business communication is

email

For the next few years, which of the following is expected to be the most commonly-used tool for written business communication?

emails

Because of the neutrality effect, a business email recipient is unable to read the sender's

emotional intent.

How quickly someone responds and gives feedback is known as ______.

immediacy

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

In business emails, subject lines reflect the ______ of the message.

significance

Most instant messages in the workplace should be reserved for

straightforward, positive messages.

The use of a brief greeting in a business email and including the name of the email's recipient tend

to create goodwill

When you experience cyber incivility, your primary goal should be

to ensure that the situation does not get worse.

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

Business professionals who habitually change meeting times and locations at the last minute via instant messages are generally considered to be

unreliable.