Business Communication Final Review

Stan is preparing a message by using the interest and desire sections of the AIDA model to demonstrate that he has good reason for making the request and sharing what he knows about the situation. What type of persuasive business message is Stan​ preparing? A. A request for action B. A demand for change C. An argument for adjustment D. A submission of requests E. An application for employment

A. A request for action

Which of the following is an online presentation that people either view live or download from your​ website? A. Screencast B. Seminar C. Webinar D. Webcast E. Twebinar

D. Webcast

Why do shoppers rely on social​ media? A. The messages are shorter and easier to grasp. B. Product information is easier to find there. C. Social media reliably presents better product data. D. They know businesses​ can't be trusted. E. Buyers trust each other more than advertising.

E. Buyers trust each other more than advertising.

Which of the following is an example of a concise sentence? A. "We will start selling your items in our store next Tuesday." B. "We are pleased to inform you that as of next Tuesday we will begin developing plans to carry your product in our store." C. "It is our intention to stock your items in our stores for our customers Tuesday." D. "We intend to start making arrangements for the sale of your items on Tuesday." E. "It is our pleasure to inform you that on Tuesday, we will start the process of selling your items to our customers."

A. "We will start selling your items in our store next Tuesday."

Which of the following is true about a traditional news​ release? A. A traditional news release is not written directly to the ultimate audience. B. A traditional news release is not written directly to the ultimate audience. C. A traditional news release is written directly to the ultimate audience. D. A traditional news release is an announcement submitted to employees. E. A traditional news release uses bullet points.

A. A traditional news release is not written directly to the ultimate audience.

Which of the following offers the ultimate in active​ presentations? A. Embedded multimedia B. Hyperlinks C. Slide transitions D. Slide builds E. Decorative animation

A. Embedded multimedia

Sue is working on the body of her presentation. What should Sue be concerned​ with? A. Explaining the​ who, what,​ when, where,​ why, and how of the subject matter B. Giving a preview of what is to come C. Reviewing the points that have been made during the presentation D. Creating interest in her subject matter E. Preparing the closing statement that will help the audience remember the subject of the speech.

A. Explaining the​ who, what,​ when, where,​ why, and how of the subject matter

Jill needs to develop a slideshow presentation that will be dynamic and engaging. The slides will be used multiple times. Which of the following would be the BEST choice to develop this​ presentation? A. Free-form slides B. Slide builds C. Slidument D. SlideShare E. Structured slides

A. Free-form slides

Isaac has been asked to write a letter of​ congratulations; this is also known as a​ ________________ message. A. Goodwill B. Claims and adjustment C. Good news D. Recommendation E. Thank You

A. Goodwill

Which of the following instructs your computer to jump to another slide in your​ presentation? A. Hyperlinks B. Decorative animation C. Slide transitions D. Embedded multimedia E. Slide builds

A. Hyperlinks

When writing a routine business request, you should ___________. A. justify the request or explain its importance B. explain the disadvantages of responding C. Combine complex requests into questions that cover multiple topics D. Ask the most important questions last E. Use the indirect approach

A. Justify the request or explain its importance

Most routine communications are​ ___________. A. neutral B. negative C. positive D. subjective E. biased

A. Neutral

Jeff is responding to a customer complaint that he cannot interpret. Which of these examples is a positive restatement of​ "I can't understand what you​ want"? A. Please clarify your request, so we can consider it B. Unfortunately, nobody here understands what you wrote C. I can't make heads or tails of what you're asking D. Your request doesn't make sense E. I don't know what you are trying to say

A. Please clarify your request, so we can consider it

Which of the following is the​ best-known nonlinear presentation​ software? A. Prezi B. Microsoft Excel C. Microsoft PowerPoint D. Apple Keynote E. Microsoft Word

A. Prezi

Which of the following is part of the slide completion​ process? A. Reviewing every slide carefully to ensure​ accuracy, consistency, and clarity B. Making sure that all the slides are fully operational C. Emphasizing functional artworklong dash​photos, technical​ drawings, charts, and other visual elements containing information that is part of your message D. Making sure that you use decorative artwork sparingly and only to support your message E. Using a key visual to organize related ideas in a clear and meaningful way

A. Reviewing every slide carefully to ensure​ accuracy, consistency, and clarity

​_______________________________ is the need to​ "be all that one can​ be," to reach​ one's full potential as a human being. A. Self-actualization B. Aesthetic appreciation C. Power and control D. Achievement E. Adventure and distraction

A. Self-actualization

What is the difference between a selling point and a benefit in a persuasive​ message? A. Selling points focus on the product or​ service; benefits focus on the​ user's needs and desires. B. Benefits are the product​ designers' ideas; selling points are the features customers like best. C. Selling points are the product​ designers' ideas; benefits are the​ product's actual points of attraction. D. Benefits focus on the product or​ service; selling points focus on the​ user's needs and desires. E. Selling points and benefits are synonymous and point to user​ needs; features focus on the product.

A. Selling points focus on the product or​ service; benefits focus on the​ user's needs and desires.

Which of the following is an example of positive​ phrasing? A. Thank you for sharing your concerns about your shopping experience B. Your request doesn't make any sense to me C. You are clearly dissatisfied D. The damage won't be fixed for a week E. I was shocked to learn that you're unhappy

A. Thank you for sharing your concerns about your shopping experience

How are demographics and psychographics​ used? A. They help the user understand and categorize audience needs. B. They help reveal and type the​ audience's ambitions. C. They help the user understand and fulfill the​ audience's dreams. D. They help reveal and classify the​ audience's desires. E. They help uncover hidden audience aspirations and goals.

A. They help the user understand and categorize audience needs.

Mary was asked to deal with a customer complaint that had not been satisfactorily dealt with over the course of 6​ weeks, during which time many attempts to satisfy the​ customer's concerns failed. Mary began her message to the client by identifying herself as the Vice President of Customer Affairs. As a good​ communicator, she did this​ ________. A. To establish her credibility to speak for the company B. To induce the customer to stop complaining and listen C. To let the customer know there were no options remaining to solve the issue D. To show the customer the problem had escalated E. To make the customer feel inferior to her

A. To establish her credibility to speak for the company

When writing a routine business request, you should ____________. A. Use the direct approach B. Close by presenting your main idea C. Open by justifying your request D. Use the indirect approach E. Use the body to request specific action

A. Use the direct approach

Brenda writes the following request: "Send me the new sales figures right away." Which of the following errors has she made? A. Using a demanding tone B. Addressing multiple topics per question C. Using too casual a tone D. Asking an important question first E. Using reader's request last

A. Using a demanding tone

Stephen wrote the following beginning for a negative response to a request for a large company​ donation: "Our company shares your goal of supporting enlisted men and women from our community. In​ fact, because several of our employees have spouses who are currently deployed​ overseas, we have undertaken a​ company-wide, on-going project of sending weekly care packages to thirty​ soldiers." Is this an effective​ buffer? A. Yes, because it establishes common ground in a positive way B. No, because it establishes common ground in a negative way C. No, because it opens with an irrelevant comment D. No, because it makes a promise that will not be followed through E. Yes, because it promises positive action but doesn't deliver

A. Yes, because it establishes common ground in a positive way

Sue is writing a persuasive message to encourage buyers to make an immediate purchase decision about a new product. Sue is preparing a​ ______________ message. A. sales B. request for action C. promotional D. marketing E. presentation of ideas

A. sales

​People's motivations are​ ________. A. the forces that drive them to satisfy their needs B. the collection of things that appeal to them C. the various psychological characteristics of them D. the quantifiable elements of their characters E. the things that make them act uncharacteristically

A. the forces that drive them to satisfy their needs

Which of the following should you do to gauge the​ audience's experience? A. Analyze the mix of organizational​ position, professions, language​ fluencies, and other demographic factors that could influence your content and delivery choices. B. Analyze what the audience expects from you. C. Consider whether the audience has any biases that might work against you. D. Analyze your​ audience's likely mood when you speak to them. E. Identify what audience members have in common and how they differ.

B. Analyze what the audience expects from you.

Patricia wants to let her team know that they did exceptional work on a recent project. Patricia is going to send her team a message of​ ________________. A. Recognition B. Appreciation C. Good news D. Goodwill E. Recommendation

B. Appreciation

Why is it important to plan how to best get your​ audience's attention? A. If they are in the​ audience, the assumption can be made that they will be interested in the topic. B. Audiences will listen if they know the information will personally affect them. C. Audiences will respond favorably when product samples are distributed. D. The audience members have a common goal that they need to reach. E. You want to be able to get the audience to think about the message before you begin.

B. Audiences will listen if they know the information will personally affect them.

When making a routine request, which piece of advice should you follow? A. Do not consider the tone of the message B. Be specific C. Do not assume that your audience will comply D. Demand action E. Be vague

B. Be specific

What is the BEST way to make sure the length of your presentation stays within the allotted​ time? A. If using structured​ slides, estimate about 1 minute per slide as a guide B. Complete a practice run C. Eliminate the​ question-and-answer session from the end of your presentation D. Keep it to five written pages of notes E. Plan to not give any breaks

B. Complete a practice run

Nicole is a hiring manager and is preparing an announcement regarding a new executive hire. Which of the following approaches should she​ use? A. Forceful B. Direct C. Deceptive D. Reluctant E. Indirect

B. Direct

Which of the following should you do to determine audience size and​ composition? A. Analyze what the audience expects of you. B. Identify what your audience members have in common and how they differ. C. Analyze why audience members are attending the presentation. D. Anticipate possible objections or questions. E. Analyze your​ audience's likely mood when you speak to them.

B. Identify what your audience members have in common and how they differ.

Which of the following is recommended when making a persuasive​ argument? A. Assume you only have one chance to convince your audience. B. If you expect a hostile​ audience, present all sides of the story. C. Be sure to make a great argument to convince your audience. D. Resist compromise to get your point across to the audience. E. Use the hard sell approach to demonstrate your conviction.

B. If you expect a hostile​ audience, present all sides of the story.

Which of the following is a legal consideration regarding marketing and sales​ efforts? A. There are no special rules regarding marketing messages and websites aimed at children. B. Marketing and sales messages must be truthful. C. You do not need to back up your claims with evidence. D. "Bait and​ switch" advertising is legal. E. Marketing and sales messages are never considered to be binding contracts.

B. Marketing and sales messages must be truthful.

Which of the following is considered a psychographic​ characteristic? A. Gender B. Personality C. Education D. Occupation E. Income

B. Personality

Alice is working on preparing the close of the presentation. What should Alice be concerned​ with? A. Explaining the​ who, what,​ when, where,​ why, and how of the subject matter B. Reviewing the points that have been made during the presentation C. Summarizing the main idea of the presentation D. Giving a preview of what is to come E. Creating interest in her subject matter

B. Reviewing the points that have been made during the presentation

Which of the following applies for both the direct and the indirect approach when communicating bad​ news? A. Both approaches open with a buffer B. The close for both approaches should show respect for the recipient C. Both approaches should encourage the reader to believe that you might change your mind D. Both approaches are meant to delay bad news E. Both approaches are meant to obscure bad news

B. The close for both approaches should show respect for the recipient

Which of the following is true for routine negative​ responses? A. The indirect approach works best B. The direct approach works best C. You should not offer alternative ideas, even if the relationship is important D. Even if the matter is closed, you should imply that there is still a chance that it's still open as a way to delay saying no E. You should imply that other assistance or information is available even if it's not

B. The direct approach works best

What is the purpose of the audience mindset​ designations? A. To help you select the medium of your presentation B. To help you plan your presentation approach C. To help you prepare your outline D. To help you decide the topic of your presentation E. To help you select whom to look at as you present

B. To help you plan your presentation approach

Which of the following goals may NOT be appropriate when communicating negative​ information? A. To maintain a good image for your organization B. To reduce or eliminate the need for future correspondence on the matter C. To maintain as much goodwill as possible with your audience D. To convey the bad news E. To gain acceptance for the bad news

B. To reduce or eliminate the need for future correspondence on the matter

Which of the following should you do when writing routine replies and positive messages? A. End the message with the main idea B. Use the direct approach C. Develop the single most important message during the writing process D. Embed positive statements in negative contexts E. Make sure that readers acknowledges their personal responsibility

B. Use the direct approach

Which of the following is an example of negative​ phrasing? A. The item will be repaired next week B. Your request doesn't make any sense C. Thank you for sharing your concerns about your shopping experience D. Please verify the enclosed statement and provide a correct copy E. I recognize that the product did not live up to your expectations

B. Your request doesn't make any sense

Slide presentation backgrounds might NOT be appropriate for business if they are​ ________. A. relevant B. distracting C. free-form D. structured E. colorful

B. distracting

The three main types of persuasive business messages are​ ________. A. demands for​ change, appeals for​ reconsideration, and pleas for action B. requests for​ action, presentations of​ ideas, and claims and adjustment requests C. declarations of​ mandates, statements of​ change, and arguments for adjustments D. submissions of​ requests, proposals of​ changes, and suggestions for new ideas E. applications for​ employment, entreaties for​ change, and petitions for reconsideration

B. requests for​ action, presentations of​ ideas, and claims and adjustment requests

John became frustrated with an angry customer and responded with abusive language. The worst thing about​ John's response is it could result in​ ________. A. the customer refusing to do business with the company B. the customer accusing John of defamation C. the customer posting a negative review on a social media site D. the customer sending a letter to the company president E. John receiving a poor performance evaluation

B. the customer accusing John of defamation

Why is attention to ethics important when creating a negative​ message? A. By law, content and delivery of negative messages must be ethical B.Negative messages can have a significant negative impact on the lives of those receiving them. C.Failure to pay attention to ethics might result in a​ whistle-blower case against the organization. D.Ethics should be considered only when a communication directly affects the workforce. E.Because ethical standards vary from person to​ person, ethics should not be considered in any communication.

B.Negative messages can have a significant negative impact on the lives of those receiving them.

When you are writing to reject a job​ application, which of these is considered the BEST​ strategy? A.Use the active voice to convey the​ firm's decisiveness. B.Use an indirect approach to soften the blow. C.Explain the faults of the candidate that lead to the rejection so the candidate can improve. D.Make it clear that the rejection was not discriminatory. E.Use a direct format letter to help the pain of rejection end quickly.

B.Use an indirect approach to soften the blow.

​_______________________________ is the need to feel a sense of accomplishment or to be admired by others for accomplishments. A. Power and control B. Aesthetic appreciation C. Achievement D. Self-actualization E. Adventure and distraction

C. Achievement

Juan is working on preparing the introduction of the presentation. What should Juan be concerned​ with? A. Preparing the closing statement that will help the audience remember the subject of the speech. B. Anticipating and answering likely questions C. Creating interest in his subject matter D. Explaining the​ who, what,​ when, where,​ why, and how of the subject matter E. Reviewing the points that have been made during the presentation

C. Creating interest in his subject matter

Bill receives a customer complaint. His customer has clearly misused the​ product, but Bill agrees to grant the claim. Which of the following should he do in his​ response? A. Refer to the crisis management plan B. Make elaborate promises C. Discourage future mistakes D. Blame the customer for the problem E. Imply that he will grant further claims

C. Discourage future mistakes

Which of the following is a step in an effective routine response to a customer​ complaint? A. Apologize​ profusely, even if this is insincere. B. Assign blame to a coworker by name. C. Explain how you plan to resolve the situation. D. Do not sympathize with the​ customer's frustration since this could encourage similar claims in the future. E. Do not accept personal responsibility.

C. Explain how you plan to resolve the situation.

Jim wants to emphasize specific points in a technical diagram in his slideshow presentation. Which of the following tools would allow​ this? A. Embedded multimedia B. Decorative animation C. Functional animation D. Hyperlinks E. Slide builds

C. Functional animation

David has requested a raise and​ Brianna, the HR​ Manager, has to tell David that his request has been denied. What is the BEST way for Brianna to inform David that he will not be receiving a​ raise? A. In an instant message B. By email C. In person D. In a letter E. By interoffice mail

C. In person

What is the greatest value of tweeting key points as you speak during an oral​ presentation? A. Your social media use reveals your forethought in planning ahead. B. Use of social media makes your talk seem more relevant. C. It makes it easier for listeners to retweet or comment on main points. D. Your tweeting brings you into unity with your​ audience's tweeters. E. Tweeting shows your dexterity when you do two things at once.

C. It makes it easier for listeners to retweet or comment on main points.

When using the direct approach for negative​ messages, you should do which of the​ following? A. Close with the bad news B. Always end on a false positive to protect yourself against lawsuits C. Maintain a calm, professional tone D. Open with the reason for the situation or decision E. Open with a respectful statement

C. Maintain a calm, professional tone

When using the direct approach for negative​ messages, you should do which of the​ following? A. Open with the reason for the situation or decision B. Open with a respectful statement C. Open with the bad news D. Close with the bad news E. Always end on a false positive to protect yourself against lawsuits

C. Open with the bad news

Which of the following is true about persuasive​ messages? A. The most effective main ideas for persuasive messages are about the sender. B. Most persuasive messages use the direct approach. C. Persuasive messages are more challenging to write than routine messages. D. Persuasive messages are only used in external situations. E. It is not important to limit the scope of a persuasive message.

C. Persuasive messages are more challenging to write than routine messages.

When a presenter wants four main points to appear on the same​ slide, but one at a​ time, which technique could be used to create the desired​ effect? A. Slide transitions B. Embedded multimedia C. Slide builds D. Hyperlinks E. Decorative animation

C. Slide builds

How are ideas linked during an oral​ presentation? A. Through frequent pauses B. Through question and answer opportunities C. Through transitional words and phrases D. Through previewing the presentation E. Through closing remarks

C. Through transitional words and phrases

Which of the following is true regarding social networking​ recommendations? A. You are likely to get fewer recommendation requests in social networks B. Making recommendations in a social networking environment is less complicated than with a traditional recommendation letter. C. You can write as little as a one sentence recommendation in a social network D. Social networks do not offer flexibility when it comes to responding to requests for recommendations E. The recommendations you make in a social network do not become part of your personal brand

C. You can write as little as a one sentence recommendation in a social network

Jill is preparing a persuasive business message and is relying on a logical appeal. She is explaining that the​ industry's most successful companies have adopted the same enterprise resource program that she is proposing. Jill is using​ ____________ reasoning to make her case. A. superficial B. methodical C. inductive D. deductive E. analytical

C. inductive

The demands of ethics and etiquette tend to require the use of​ ________ to communicate with appropriate sensitivity and care. A. A combination of the direct approach and an aggressive tone B. the direct approach C. the indirect approach D. written communication E. lengthy communications

C. the indirect approach

Which of these is a guideline to follow when communicating negative organization news in a crisis​ situation? A.Find someone to blame. B.Refuse to respond to questions that would have a negative impact on the company. C.Get top management involved immediately. D.View the crisis as an opportunity to market your product​ and/or service. E.Communicate only with media representatives that are favorably predisposed towards your company.

C.Get top management involved immediately.

Consider this​ scenario: ​Mary-Kate: Participation in the new online benefits enrollment system has been a disaster because virtually no one has enrolled. We never should have sent the instructions through email. Our employees are drowning in​ information, and they probably ignored the email containing the instructions. ​Claudia: You've got it wrong. Emails announcing the online enrollment system were marked with the​ "urgent" flag. So even though our employees get a lot of​ emails, they must have realized that those announcements were important. I have a better​ explanation: the instructions we emailed were confusing. They are filled with jargon and unclear terms. You practically have to be a software engineer to figure out how to use the​ system, and our instructions made things worse. ​Claudia's argument assumes which of the​ following? A. The failure of the online benefits enrollment system is the most important communications failure in the company. B. The instructions would have been easier to understand had they been provided in hardcopy form as well. C. Even the most simple of instructions would be misunderstood by most of the employees. D. A significant number of employees opened and read the email containing the instructions. E. The number of people with technical skills who enrolled successfully is greater than the number of people without technical skills who enrolled successfully.

D. A significant number of employees opened and read the email containing the instructions.

Which of the following is true regarding the AIDA​ model? A. The AIDA model focuses on building a mutually​ beneficial, long-term relationship. B. The AIDA model organizes messages into five phases. C. The AIDA model essentially talks with​ audiences, not at them. D. AIDA is an acronym that stands for​ Attention, Interest,​ Desire, Action. E. The AIDA model is​ tailor-made for using the direct approach.

D. AIDA is an acronym that stands for​ Attention, Interest,​ Desire, Action.

________________ are the most personal business messages that you may ever have to write. A. Good news announcements B. Recommendation letters C. Goodwill messages D. Condolence letters E. Claims and adjustment letters

D. Condolence letters

"Let me know if there is anything else I can do to assist you" is an example of which of the following? A. Concise opening B. Disappointing news C. Main idea D. Courteous close E. Condescending tone

D. Courteous close

Jessica writes the following business request: "Would you please send me a copy of the latest sales documents and a list of the employees assigned to our new project?" Which of the following errors has she made? A. Not conducting a thorough audience analysis B. Asking the least important question first C. Asking irrelevant questions D. Dealing with multiple topics per question E. Using an overly polite tone

D. Dealing with multiple topics per question

Which of the following is the MOST common reason some employers are reluctant to provide recommendation letters for former​ employees? A. Employees will use the recommendation letter to seek employment. B. Employers are uncomfortable with their writing skills. C. Employers do not have time to write these letters. D. Employees have sued employers. E.The former employee will demand to be rehired.

D. Employees have sued employers.

Which of the following is true regarding persuasive​ messages? A. It is not important to limit your scope when crafting a persuasive message. B. The most effective main ideas for persuasive messages are about the​ sender, not the receiver. C. Most persuasive messages use the direct approach. D. If you​ aren't well known and therefore need to rely more on the strength of your persuasive message than the power of your​ reputation, the indirect approach will probably be more successful. E. If you are a highly regarded technical expert with years of​ experience, you might use the indirect approach in a persuasive message to top executives.

D. If you​ aren't well known and therefore need to rely more on the strength of your persuasive message than the power of your​ reputation, the indirect approach will probably be more successful.

Which of the following is an example of a routine message? A. The company is announcing an impending merger B. The company is announcing a change in the employer-sponsored tuition reimbursement plan C. Lucas informs Ray that he is being transferred to another division within the company D. Latisha is requesting a letter of recommendation from Joshua E. The company is experiencing financial problems and is suspending employer contributions to the retirement plan

D. Latisha is requesting a letter of recommendation from Joshua

John is preparing a presentation and he wants to ensure that the audience stays tuned in to his message. Which of the following should he NOT do during the​ presentation? A. Illustrate his ideas with visuals. B. Keep relating to the​ audience's needs. C. Anticipate and answer the​ audience's questions during the presentation. D. Repeat the same words and phrases over and over. E. If​ appropriate, encourage participation by asking for comments or questions.

D. Repeat the same words and phrases over and over.

Willie had to construct a message to convince managers to stop micromanaging competent employees and spend more time on leadership aspects of their job. He began with a​ short, compelling sentence about the​ managers' value to the company.​ Then, he worked to gain their interest with his solution to the​ problem, and explained how the managers would benefit by redistributing their efforts.​ Finally, he suggested a simple approach to moving forward with the plan. What approach was Willie​ using? A. An indirect approach B. A logical approach C. An objective approach D. The AIDA approach E. A journalistic approach

D. The AIDA approach

Miguel is writing a routine negative response to a client. The consequences to the client are minimal. Which of the following is​ true? A. You should not offer alternative ideas, even if the relationship is important B. The indirect approach works best C. Even if the matter is closed, you should imply that there is still a chance that it's still open as a way to delay saying no D. The direct approach works best E. You should imply that other assistance or information is available even if it's not

D. The direct approach works best

Which of the following is true regarding the persuasive business​ message? A. The hard sell is usually the most effective approach to take for persuasive business messages. B. Relying solely on great arguments is usually the most effective approach to take for persuasive business messages. C. Assuming that persuasion is a​ one-shot effort is usually the most effective approach to take for persuasive business messages. D. The persuasive business message generally relies more heavily on logical than on emotional appeal. E. Resisting compromise is usually the most effective approach to take for persuasive business messages.

D. The persuasive business message generally relies more heavily on logical than on emotional appeal.

When answering requests when a potential sale is involved, what is one of your main goals? A. To ask for referrals to other customers B. To get a commitment for a sale now C. To explain why the competitors are not as deserving of the sale D. To encourage future sales E. To answer only those questions that make the company look as good as possible

D. To encourage future sales

A manager wrote a message using​ simple, straightforward language and focused on objective evidence by credible sources to support his claims. The arguments were​ fair, logical, and objective and avoided emotional appeals and​ high-pressure pitches. Which was the manager likely​ doing? A. Using the AIDA approach B. Creating a sales message C. Pointing out the weaknesses of the staff in a​ logical, nonthreatening way D. Trying to convince a hostile audience E. Using the direct approach

D. Trying to convince a hostile audience

Which of the following is true in most cases when developing a written request? A. You should assign a deadline for a response to eliminate delays B. It is best to be vague when stating the request to allow the audience to determine how they can best help C. The more demanding the tone, the more likely you are to have a positive resolution D. You should assume your audience will comply E. The request should be followed up with a phone call or an IM to ensure it was received

D. You should assume your audience will comply

Which of the following is the appropriate way to make a claim request when the remedy is obvious? A. You should request the company assess the situation B. You should not make a claim request C. You should express your anger and frustration and escalate the issue within the organization D. You should clearly request it be done E. You should demand an immediate resolution

D. You should clearly request it be done

Which of the following is the appropriate way to make a claim request when the remedy is NOT obvious? A. You should not make a claim and ignore the problem. B. You should not make a claim request C. You should demand an immediate resolution D. You should request that the company assess the situation E. You should not make a claim

D. You should request that the company assess the situation

The closing of a negative message using the direct approach should always include​ ________________. A. a detailed explanation of who was to blame for any mistake or oversight B. a guarantee that this problem will never happen again C. a lengthy, heartfelt apology D. a positive statement aimed at maintaining a good relationship with the audience E. brief instructions on how the recipient can avoid these issues in the future

D. a positive statement aimed at maintaining a good relationship with the audience

If​ appropriate, the closing of a direct negative message might benefit from the inclusion of​ ________. A. a detailed explanation of who was to blame for any mistake or oversight B. brief instructions on how the recipient can avoid these issues in the future C. a lengthy, heartfelt apology D. an alternative solution E. a guarantee that this problem will never happen again

D. an alternative solution

Sally is preparing an internal marketing message using the AIDA model and is explaining how the sales of the​ company's product can result in excellent commissions for the salespeople. Sally is trying to​ ___________________ for the product. A. increase desire B. manipulate the demand C. get the​ buyer's attention D. build interest E. motivate action

D. build interest

Joe is preparing a sales message using the AIDA model and is explaining how the consumer can try the​ company's product​ risk-free for sixty days. Joe is trying to​ ___________________ for the product. A. get the​ buyer's attention B. increase desire C. build interest D. motivate action E. manipulate the demand

D. motivate action

​Vladimir: "Henri has complained my review of his work is unfairly​ negative, but anyone who reads my review will be forced to agree there are no negative statements. I have nothing against Henri. I merely​ (and correctly) pointed out I have never known​ Henri's work to be​ incompetent, and to my knowledge he has never been subject to any employee discipline​ proceedings." Which of the following is MOST similar in approach to​ Vladimir's review of​ Henri? A.A performance appraisal relies on accounts that were submitted anonymously. B.A critique of a technical manual claims the manual is​ "full of​ errors," but it does not offer any specific examples. C.A feedback session is held to learn how different employees feel about their managers. D.A review of a book of poetry merely indicates that it is​ "free of typographical​ errors." E.A review of a play mentions only positive factors and fails to mention glaring errors that damaged the overall production.

D.A review of a book of poetry merely indicates that it is​ "free of typographical​ errors."

In a​ crisis, which general rule about communicating with employees may have to be overlooked for the sake of​ health, safety, or time​ constraints? A.Communication of organizational negative news to employees is best done at a company meeting. B.News to employees should be passed from company management to managers to employees. C.Communication with employees about bad news should be given on Friday. D.Communication with employees about bad news should be delivered in person. E.Employees should receive information before external stakeholders.

D.Communication with employees about bad news should be delivered in person.

When concluding a letter in which the writer cannot grant a​ request, which of the following is an important​ goal? A.Making the response unclear B.Preventing the audience from making other requests in the future C.Avoiding responding to the request as long as possible D.Refusing while maintaining a positive relationship E.Careful time management

D.Refusing while maintaining a positive relationship

Which of the following is true about a social media​ release? A. A social media release uses narrative paragraphs. B. A social media release is an announcement submitted to the news media. C. A social media release is directed to an editor. D. A social media release is an announcement submitted to employees. E. A social media release is considered to be a​ direct-to-consumer news release.

E. A social media release is considered to be a​ direct-to-consumer news release.

Which of the following should you do to predict the​ audience's probable reaction to your business​ presentation? A. Identify what audience members have in common and how they differ. B. Analyze whether everybody has the same background and level of understanding. C. Analyze the mix of organizational​ position, professions, language​ fluencies, and other demographic factors that could influence your content and delivery choices. D. Determine what the audience already knows about the subject. E. Analyze why audience members are attending the presentation.

E. Analyze why audience members are attending the presentation.

Which of the following should be done to ensure successful online​ presentations? A. To ensure​ spontaneity, never send out preview study materials ahead of time. B. Limit the amount of time for viewers to get connected. C. Limit the amount of time asking for feedback since this can interrupt the flow of the presentation. D. Consider the viewing experience from your point of view. E. Don't get lost in the technology.

E. Don't get lost in the technology.

Don wants to make sure his request comes across as polite. Which of the following should he do? A. Use a demanding tone B. Assume that his audience will comply C. Ask only relevant questions D. Indicate his boss is interested in the response E. Explain how it will benefit the reader

E. Explain how it will benefit the reader

Which of the following is considered a demographic​ characteristic? A. Lifestyle B. Attitudes C. Personality D. Risk tolerance E. Gender

E. Gender

When making a claim or requesting an​ adjustment, you should do which of the​ following? A. Provide a straightforward statement of the problem in the body of the request. B. Maintain an angry tone to convey your frustration. C. Open with specific details of the problem. D. Demand immediate action. E. Present facts honestly and clearly.

E. Present facts honestly and clearly.

Which of the following controls how one slide replaces​ another? A. Slide builds B. Embedded multimedia C. Hyperlinks D. Decorative animation E. Slide transitions

E. Slide transitions

Wayne needs to quickly develop a slideshow presentation for a project status update. Which of the following would be the BEST choice to develop this​ presentation? A. Slidument B. ​Free-form slides C. Slideshare D. Slide builds E. Structured slides

E. Structured slides

Messages using the indirect approach open with​ a(n) ____________. A. statement of the bad news B. false positive C. respectful statement D. apology E. buffer

E. buffer

Paul is preparing a persuasive business message using words like​ freedom, success, and prestige. Paul is using​ a(n) ____________ appeal to make his case. A. superficial B. analytical C. reasoned D. methodical E. emotional

E. emotional

John is writing a persuasive message introducing a new brand of detergent into the marketplace. John does not intend to encourage potential buyers to make an immediate purchase decision. John is preparing a​ ______________ message. A. request for action B. presentation of ideas C. sales D. promotional E. marketing

E. marketing

Audience​ size, the​ venue, and time available are examples of the factors that​ ________. A. researchers say make presenters nervous B. should define a​ presentation's approach C. affect audience receptivity to your message D. presenters should​ ignore, in favor of focusing on the topic E. should influence the style of presentation

E. should influence the style of presentation

Betty met with her manager in order to establish clear goals for Betty for the upcoming year. Then they continued to meet once a quarter throughout the year to review​ Betty's progress. What value does this choice have in terms of negative​ communication? A.It will enable them both to be more objective about the review when it transpires. B.They will be prepared if the company abandons the traditional employee review. C.It allows more opportunities to discipline Betty if she begins to fail at her job. D.The manager​ won't have to document performance problems. E.If the manager has negative feedback at the performance​ review, it will not be a surprise.

E.If the manager has negative feedback at the performance​ review, it will not be a surprise.