Business Communication Quiz 2
in passive incivilty, cyber disrespect occurs a - indirectly b - candidly c - directly d - innocently
indirectly
Reinterpretation of uncivil electronic communications ultimately allows you to have a less _____ reaction to the email. A - personal B - balanced C - coherent D - rational
Personal
during business phone calls, conversation time should be a - shared equally between the two callers b - handled in a question-and-answer format c - dominated by the person who was invited to the phone call d - dominated by the person who arranged the phone call
shared equally between the two callers
which of the following could be considered flaming in emails? a - vulgarity b - affronts c - affirmations d - swear words
vulgarity affronts swear words
which of the following are designed to put message and shared content in one place to facilitate communication? a - reply emails in email chains b - wikis c - forwarded emails in email chains d - team blogs
wikis team blogs
When group call participants spend the beginning of a call figuring out the technology, the meetings A - are generally unproductive B - are appropriate for building credibility C - are usually productive and focused D - need to be rescheduled
Are generally unproductive
Is it important to follow up in writing on decisions made during business phone calls? A - yes, because many professionals need reminders about the decisions made in phone calls B - yes, because professionals don't consider verbal commitments to be serious C - yes, because professionals will not follow through on commitments unless it is in writing D - yes, because a written follow-up improves the likelihoood that you will accomplish your shared objectives
Yes, because many professionals need reminders about the decisions made in phone calls Yes, because a written follow-up improves the likelihood that you will accomplish your shared objectives
because it is not a rich communication form, email is usually unsatisfactory for a - offering praise b - sending facts c - providing routine information d - sharing bad news
sharing bad news
true or false: the prevalence of emails and text messages in the workplace have rendered the phone call obselete and unnecessary
False
What would most business professionals consider the longest acceptable time to respond to an email? A - 1 week B - 3 hours C - 2 days D - 1 day
1 day
What qualities are valued for email by business managers who argue that emails should express no emotion? A - task-based messages B - humor C - straightforwardness D - empathy
Task-based messages Straightforwardness
when working in a shared workspace or attending a meeting, you should consider ______ for incoming instant messages. a - leaving the room every 5 minutes to check b - turning up the volume of sound alerts c - turning off the sound alerts d - setting a timer for every 5 minutes to check
turning off the sound alerts
in a business environment, copying an email sent between equals to their direct superior is considered a - professional behavior b - information overload c - a strategic manuever d - diluting responsibility
a strategic maneuver
For which of the following situations would texts be the most appropriate choice? a - detailed business messages b - conversations that require more than 3-4 text messages c - short business messages d - uncomplicated business messages
short business messages uncomplicated business messages
The forward feature of emails allows an email recipient to _____ the email. A - delete B - pass along C - copy D - highlight
Pass along
which of the following characteristics of a subject line will increase the likelihood that the recipient of a business email will open it immediately? a - one word b - compelling c - descriptive d - 20 or more words in length
compelling descriptive
Which of the following are the email features that can be a factor in the development of email chains? a - forward b - priority flags c - reply to all d - copy
forward reply to all copy
Because of e-interruptions, the average business professional loses how many hours of productivity per day? A - about 3 hours B - about 2 hours C - about 30 minutes D - about 1 hour
About 2 hours
Why should sarcasm and jokes in workplace instant messages be avoided in most cases? A - humor and sarcasm have no place in a professional organization B - they can be easily misunderstood or misinterpreted C - colleagues generally do not have a sense of humor D - the work on a person who is sarcastic or jokes around will never be taken seriously
They can be easily misunderstood or misinterpreted
When writing a business email, maintaining a high standard of writing is key for which of the following reasons? A - a friendly tone is not effective in business writing B - a causal tone offends all business recipients C - formality is not necessary in a business environment D - the number of people who might see the message is high
The number of people who might see the message is high
Anne has to plan an important meeting that will bring together a sales team from different countries. Which of the following would be the best option for communicating with the venue manager? a - Anne should meet with him face to face so that he knows who she is. b - Anne should use email so that she will have a detailed record of all the arrangements c - Anne should send him text messages so that she can get immediate answers d - Anne should contact him on facebook so that she doesn't come across as too pushy.
Anne should use email so that she will have a detailed record of all the arrangements
Email is utilized ideally for which of the following types of messages in business? A - terminating employment B - offering praise C - the sharing of facts D - routine work information
Offering praise The sharing of facts Routine work information
which of the following are typical consequences of copying too many people in a business email? a - confusion over responsibilities b - a rapidly increasing rate of response c - information overload d - watered down responsibility
confusion over responsibilities information overload watered down responsibility
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 is he doesn't communicate with Stacy right away. Which of the following is Sam's best option? a - he should go to her house b - he should send an email c - he should text he d - he should call her
he should send an email
in a business environment, senders should compose emails with which of the following qualities? a - pertinent b - over detailed c - professional d - on point
pertinent professional on point
which of the following is the best method for contacting colleagues if you have to change a meeting time or place at the last minute? a - text message b - phone call c - post on Facebook d - email
phone call
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." a - i guess that will work! thx b - unacceptable! kidding. no problem. see you there. c - thank you for the update. i've noted the new date in my schedule. d - message received.
thank you for the update. i've noted the new date in my schedule.
which of the following are reasons you should exercise discipline and avoid personal texts at work? a - to avoid family b - to establish your professionalism c - to gain the respect of your colleagues d - to help keep your colleagues at a distance
to establish your professionalism to gain the respect of your colleagues
which of the following should you do at the end of a business phone call? a - make small talk b - check text messages c - wrap up important points d - summarize next steps
wrap up important points summarize next steps
Currently, the most primary form of written business communication is A - the typed letter B - twitter C - Facebook D - email
True or false: in business setting, emails will always get read, even if they are hard to read.
False
True or False: if you can't respond to an email request right away you shouldn't reply to the email until you can respond in full.
False
overuse of the priority flag by a business email sender can lead to a reputation as a - insecure b - polite c - aggravated d - demanding
demanding
The general name for the medium through which a message is transmitted is the A - communication channel B - mobile commmunication device C - task-messaging system D - electronic network
Communicatino channel
When employing reinterpretation after experiencing cyber incivility, you should modify first reactions with assessments that have which of the following qualities? A - greater fact-based conclusions B - amplified emotional response C - more personally detached appraisals D - increased objectivity
Greater fact-based conclusions More personally detached appraisals Increased objectivity
If you do not get people interested and engaged in a group call right away, which of the following are likely to happen? A - participants will start multitasking B- participants will tune out C - participants will begin taking notes D - participants will exit the call
Participants will start multitasking Participants will tune out
For greatest clarity, you should place specific requests and directions in which part of an email? A - the conclusion of the text B - the tag line C - the signature block D - the subject line
The subject line
Out of respect for message recipients, business professionals should ensure that all emails they send A - are needed B - are noncommittal C - require action D - are pertinent
Are needed Are pertinent
Which of the following can be accomplished by phone calls, in contrast to other, less-rich channels? A - they help business professionals manage conflict more effectively B - they allow business professionals to connect with better understanding C - they help business professionals resolve problems more quickly D - they help business professionals reach multiple people more effectively and quickly
They help business professionals manage conflict more effectively They allow business professionals to connect with better understanding They help business professionals resolve problems more quickly
The use of of a brief greeting in a business email and including the name of the email's recipient tend A - to generate discomfort B - to set interpersonal boundaries C - to create goodwill D - to lower morale
To create goodwill
which of the following are effects of cyber incivility in the workplace? a - increased company productivity b - decreased job contentment c - reduced capacity to reply to emails d - less dedication to the company
decreased job contentment less dedication to the company
Tony has important decisions to make about the future of an employee, but before he can make those decisions he needs to get some accurate and truthful information from the employee on a sensitive issue. He needs to use a rich communication channel. Which of the following would best suit his needs? a - an email marked "urgent" b - face-to-face communication c - an instant-messaging conversation d - an interoffice memo
face-to-face communication
which of the following is the most appropriate instant message to send to a colleague you do not communicate with on a regular basis? a - hi. this is janet. do you happen to have the budget report for personnel? b - hiya! hope all is well. I'd love to take a look at the budget report fi that is okay. c - hi. i would like a copy of the budget report from personnel. Can you please email it to me? thank you! d - can i come by your office to see the budget report from personnel? please let me know a convenient time.
hi. this is janet. do you happen to have the budget report for personnel?
which of the following statements about texting in meetings are true? a - you should text during meetings if you want to b - it can be effective during meetings c - it is becoming increainlgy common in some organizations d - it is unacceptable in all organizations
it can be effective during meetings it is becoming increasingly common in some organizations
Pappy send an identical text message to two members of his team about the deadline for a report. One recipient felt Pappy was criticizing hi 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 texts? a - pappy should send emails instead of texts b - pappy needs to consider the meta messages of his texts c - pappy should limit communication with the recipient who sighted by the text d - pappy should use emoticons to avoid misunderstandings
pappy needs to consider the meta messages of his texts
which of the following are qualities that facilitate the reading of a business email message? a - placing the key points of the message in a well-written conclusion b -putting the most important data at the beginning of the message c - ensuring paragraphs are brief and no longer than about 50 words d - keeping the message in one big texted block with all the key data in the middle
putting the most important data at the beginning of the message ensuring paragraphs are brief and longer than about 50 words
to defuse fully a workplace situation created by cyber inciviilty, which of the following actions should you take? a - reply immediately to the email b - send an email voicing your displeasure c - react with defensiveness d - arrange an in-person meeting e - emphasize task facts and issues in an email
reply immediately to the email arrange an in-person meeting emphasize task facts and issues in an email
When email senders experience cyber silence, they commonly feel which of the following ? A - irritation B - anger C - sympathy D - calmness
Irritation Anger
which of the following should be sent as attachments rather than in the body of a business email? a - paragraph-long messages b - lengthy reports c - pictures and graphics d - complex spreadsheets
lengthy reports pictures and graphics complex spreadsheets
which of the following are characteristics of emails sent by low-morale business organizations? a - low use of nameless closings b - low use of greetings c - high use of recipient's names d - low use of polite closings
low use of greetings low use of polite closings
Most effective business calls get to the point a - immediately b - after about five minutes of small talk c - when the conversation partner steers the call to the issues at hand d - within one to two minutes
within one to two minutes
which of the following are advantages you gain by being able to defuse cyber incivility incidents? a - your work teams will perform better b - your reputation for dealing with people will benefit c - your colleagues will not want to meet face-to-face d - your colleagues will form cliques
your work teams will perform better your reputation for dealing with people will benefit
Because of the neutrality effect, a business email recipient is unable to read the sender's A - civility B - emotional intent C - negativity D - feeler status
Emotional intent
Persons with a blue or hub MVS (motivational value system) are persons who are deeply oriented towards a - business b - people c - punctuation d - civility
people
Which of the following are considered to be unprofessional writing and formatting for business emails? A - using a signature line with a business contact phone number B - typing words in all capital letters C - composing a message in an uncommon font D - spelling words in a nonstandard fashion
Typing words in all capital letters Composing a message in an uncommon font Spelling words in a nonstandard fashion
which of the following are common interactive tools that come with video conferencing platforms? a - online chat b - screen sharing c - automated not taking d - polling
online chat screen sharing automated not taking polling
Flames occur in which of the following forms of communication? a - online comments b - face-to-face meetings c - email d - instant messaging
online comments email instant messaging
Which of the following statements about texting in the workplace are true? A - attitudes toward texting in the workplace vary significantly B - older professionals rely on texting in the workplace more frequently than younger professionals C - texting is accepted in the workplace as the preferred communication channel for important news D - texting in the workplace requires a lot of judgement and consideration
Attitudes toward texting in the workplace vary significantly Texting in the workplace requires a lot of judgement and consideration
Sending an email to the wrong person can result in which of the following? A - negative professional outcomes B - an increase in professional reputation C - release of private information D - disclosure of confidential business plans
Negative professional outcomes Release of private information Disclosure of confidential business plans
Which of the following are methods of achieving relaxation? A - breathing deeply B - finding an amusing angle to the situation C - challenging the send with harsh words D - counting to ten
Breathing deeply Finding an amusing angle to the situation Counting to ten
Which of the following are constructive steps that can be taken to address workplace cyber incivility? A - defusing B - confrontation C - reinterpretation D - relaxation
Defusing Reinterpretation Relaxation
Cyber incivility can be defined as showing _____ online. A - courtesy B - disrespect C - cyber silence D - kindness
Disrespect
which of the following are effects e-interruptions on business professionals? a - increased will power b - diminished attention spans c - decreased inventiveness d - added work stress
diminished attention spans decreased inventiveness added work stress
which of the following best exemplifies the most appropriate tone for a workplace text? a - invoices from vendors are due this friday. make sure they are in on time b - hey, buddy! awesome presentation to the team today! high five c - nice job in today's meeting! i'm available to help with follow-up calls if you need it. d - bad news coming from upper management. be careful
nice job in today's meeting! i'm available to help with follow-up calls if you need it.
management's strategies for e-interruption issues include which of the following? a - not checking emails more than once every 45 minutes b - responding immediately to all messages c - checking email continuously during the work day d - turning off message alerts
not checking emails more than once every 45 minutes turning off message alerts
Which of the following is the best action to take when you need a basic question answer quickly? a - you should get the answer yourself, if you can do so without much effort b - you should text your colleagues and ask them to get you the answer right away c - you should send a mass email but make sure to keep the message brief d - you should ask your colleagues in person to get you the answer
you should get the answer yourself, if you can do so without much effort
As an email chain grows, which of the following occurs? A - turmoil and confusion increases B - more messages are included C - time spent reading emails decreases D - the number of senders and receivers grows
Turmoil and confusion increases More messages are included The number of senders and receivers grows
which of the following are appropriate ways to end business phone calls? a - thank you for taking the time to ... b - can we get a drink next time you are in town? c - I need to get to another meeting now d - I really appreciate your input
thank you for taking the time to ... I really appreciate your input
which of the following best explains why you should clearly end the texting exchange in workplace texts? a - to force the other person to stop texting b - to keep the exchange from remaining open on the work server c - to prevent the exchange from awkwardly dragging on d - to send signals that the exchange is complete
to prevent the exchange from awkwardly dragging on to send signals that the exchange is complete
Which of the following are reasons email is not considered a rich channel and therefore best used only for certain types of business communication? A - email needs to be thought out well B - email is deficient in verbal cues C - email does not have nonverbal cues D - email cannot provide quick feedback
Email is deficient in verbal cues Email does not have nonverbal cues Email cannot provide quick feedback
When a business professional writes an email to another business professional, which of the following qualities should be avoided to be respectful of time? A - ordered structure B - short paragraphs C - mediocre writing D - lack of clarity
Mediocre writing Lack of clarity
Email chains are defined as emails A - that are sent back and forth among a group of people B - that are repeatedly flagged by anti spam software C - that require a response before the end of the work day D - That for security reasons cannot be sent to recipients outside an office
That are sent back and forth among a group of people
One way to help with effective time management when organizing deadlines via email is A - to provide clear timelines B - to send emails with time-frame details several separate times C - to specify a single time when scheduling appointments D - to ask that responses be sent over multiple channels
To provide clear timelines
Nancy was both nervous and excited about her phone call with a client. Her enthusiasm was manifested in the phone call by fast and seemingly rushed talking. Which of the following is the most likely reaction fro the client? a - the client believed Nancy was late for an appointment b - the client believed Nancy was distracted c - the client thought Nancy was overly prepared d - the client felt Nancy was enthusiastic about the phone call
the client believed Nancy was distracted
work phone conversations are similar to ______, so you should consider sending an invitation with an agenda to your conversation partner. a - speeches b - job interviews c - meetings d - annual reviews
meetings
Candace makes a lot of phone calls for her job. She has received feedback indicating that she speaks in a monotone and does not sound very engaged. Which of the following can she do to speak more enthusiastically and pleasantly? a -Candace should close her eyes during phone calls and focus all her energy on the call and her words b- during phone calls, Candace should make sure she stays still and concentrates on elevating the pitch of her voice c - Candace should listen to her recorded voice to get ideas about changes she should make d - Candace should engage in nonverbal behaviors, such as smiling, sitting up straight, and gesturing, during phone calls
Candace should listen to her recorded voice to get ideas about changes she should make Candace should engage in nonverbal behaviors, such as smiling, sitting up straight, and gesturing, during phone calls
Which of the following are effective practices for group calls? A - following up with minutes and action items B - having chat sessions at the open and close C - using an agenda D - getting each participant involved
Following up with minutes and action items Having chat sessions at the open and close Getting each participant involved
Suzanne has an important phone with a new client. She has prepared carefully for the call, providing an invitation and detailed agenda to the client. She decides she will make the call from the back corner of her favorite coffee shop, since she knows it will be quiet at the time of her call. Which of the following should she also do to make sure she has a successful phone call? A - she should text the client to remind him of the call time B - she should test the audio quality of her phone from the coffee shop location C - she should remember to take her laptop D - she should make sure she is dressed professionally
She should test the audio quality of her phone from the coffee shop location
which of the following statements about sending work texts after work hours are true? a - texts are preferred to emails and other communication tools b - texts should be responded to right away c - texts may be considered more intrusive than emails d - texts can blur the line between personal and work time
texts may be considered more intrusive than emails texts can blur the line between personal and work time