Chapter 9
Which of the following are different learning styles that audience members may have?
1. Kinesthetic 2. Auditory 3. Visual
Which of the following statements about routine messages called claims are correct?
1. Long term relationships should be respected 2. The purpose is to have the other company comply with your claim
Routine business messages generally focus on...
1. Maintaining camaraderie at work 2. Things to be done at work
List the components of a business claim in order.
1. Make the claim 2. Provide a rationale 3. Give a call to action 4. Make a statement of goodwill
True or False: If adequately rehearsed, business presentations always go according to the speaker's plans.
False
True or False: Reviewing bad-news messages is important only for written bad-news messages.
False
Which of the following is true of apologies?
If you are dealing with customers or clients, an apology may imply legal responsibility.
A person reading a well-crafted announcement should grasp all of its important information...
In 10 to 15 seconds
Ineffective announcement might include such flaws as
Incomplete information, Jumbling too much information together.
Which of the following types of supporting material would likely be the most effective for audience members with blue MVSs?
Personal stories
Your appreciation message will be less effective if it
Places too much focus on yourself, Contains excessive phrases of gratitude.
To be an effective routine message, a claim should do which of the following?
Specify what the claim is. Explain why the claim is being made. Make a call to action.
Recommended relaxation techniques for managing nervousness related to making a presentation do not include...
Thinking about things that upset you
What is the most important goal of a routine business message?
To capture the reader's attention
The longest part of a presentation is the...
View
The most crucial component of the FAIR test is checking for
accuracy.
an effective announcement generally contains which of the following items?
attention-getter Complete details
Understanding the needs of your ___ is the first step in the AIM planning process.
audience
It is optional but appropriate to include a ___ at the end of a lengthy routine request.
call to action
A person reading a well-crafted announcement should grasp all of its important information
in 10-15 sec
The key elements of the drafting stage of routine messages development include which of the following?
style, design, tone
When discussing bad news...
the delivery of the message can be more important than the content
When employees explain their reasons in the text of routine requests, the company is better able to maintain ______ by keeping written records that show why decisions were made.
transparency
When employees explain their reasons in the text of routine requests, the company is better able to maintain_________ by keeping written records that show why decisions were made.
transparency
Communication specialist Liz Simpson argues that to succeed at persuasion, you must strive to ___ the other person's point of view.
understand
Apologies become ineffective when they are
vague. cliché. insincere.
It is appropriate to extend sympathies to a professional contact
when a loved one becomes seriously ill. when a loved one passes away.
It is appropriate to extend sympathies to a professional contact
when a loved one passes away. when a loved one becomes seriously ill.
The most effective thank-you notes are
written by hand. sent promptly. sincere.
Workplace colleagues will evaluate which of the following based on your approach to routine business messages?
your commitment your reliability your responsiveness
True or False: In general, opening with a humorous joke is a good attention-getter in business speeches and presentations.
False
When making a claim, your message will be more effective if it balances ______ with ______. Multiple choice question.
directness; politeness
When responding to inquiries, which of the following are the three best ways to set off separate questions?
numbered lists special formatting bullets
Messages that include directions usually
offer guidelines for specific tasks.
True or false: More employees than ever are reporting that their supervisors thank them every day or very often.
False
The components of appreciate message include:
Provide rationale, Stating goodwill, giving thanks
Which of the following are true of routine business messages?
Readers are unlikely to resist them. They convey straightforward information. Readers usually respond positively to them.
Which of the following are true of routine business messages?
Readers usually respond positively to them. Readers are unlikely to resist them. They convey straightforward information.
When interacting with the audience members during a presentation, you need to be able to...
Reply quickly to questions asked by audience members
Bad-news messages...
Require more of an effort to serve others than other message types
In response to a routine business request, the reader is likely to express little or no ___________ to what the message is saying.
Resistance
Proofreading and request for feedback should take place during the________ stage of routine message development
Reviewing
Routine business messages should be constructed like other good writing, through use of:
Reviewing, planning, and drafting
When a professional contact encounters a personal loss, it is ______ to extend sincere sympathies.
appropriate
When a professional contact encounters a personal loss, it is ________ to extend sincere
appropriate
To provide directions effectively, your message should not be written in a(n) _____ Tone
passive, careless, abrupt
An appreciation message should be which of the following?
personal genuine simple
An appreciation message should be which of the following?
personal simple genuine
Factors that lead to personal offenses include
personality clashes. careless comments. different communication styles.
Your appreciation message will be less effective if it
places too much focus on yourself. contains excessive phrases of gratitude.
After harming someone at work, whether intentionally or not, business professionals with high ______ will quickly try to make amends.
emotional intelligence
A ___ provides compelling reasons why a product, service, or idea will be useful to the audience.
rationale
A person reading a well-crafted announcement should grasp all of its important information
in 10 to 15 seconds.
Routine business messages generally focus on
maintaining camaraderie at work. things to be done at work.
When you express sympathy to a professional contact over a death, you should
make the note personal. handwrite the expression on a nice card. keep the expression brief.
Which of the following techniques should not be used when responding to an inquiry?
mixing responses in a single paragraph
The use of a limited-time offer to persuade people to make a purchase is an example of the principle of ___.
scarcity
In a routine business message, how long should the primary message be?
no more than 10 words
Powerful images on electronic slides for a business presentation...
1. Improve the effectiveness of communication 2. Increase the emotional impact
An ineffective announcement might include such flaws as...
1. Jumbling too much information together 2. Incomplete information
When writing a presentation for clients and customers, you should primarily focus on influencing which two of the following groups?
1. Key decision makers 2. Prospects for future business
When you express sympathy to a professional contact over a death, you should...
1. Mention positive memories 2. Handwrite the expression on a nice card 3. Keep the expression brief
Mass sales messages will typically take the form of which of the following?
1. Online ads 2. Mass emails
An announcement should include which of the following components?
1. Organized information 2. Concise wording
Factors that lead to personal offenses include...
1. Personality clashes 2. Different communication styles 3. Careless comments
Your appreciation message will be less effective if it...
1. Places too much focus on yourself 2. Contains excessive phrases of gratitude
The reviewing stage of the routine message writing process includes which of the following?
1. Proofreading 2. The FAIR Test 3. Feedback
Which of the following people can help with designing electronic slides used in important business presentations?
1. Public relations experts 2. Outside professionals 3. In-house specialists
An effective apology contains which of the following components?
1. Saying you regret your actions 2. Admitting that you offended someone 3. Promising not to commit the offense again
When delivering an appreciation message, an exaggerated display of gratitude may...
1. Seem insincere 2. Appear unprofessional
By a large margin, most business messages are
routine messages.
In a business message expressing gratitude, which of the following is the least likely to seem exaggerated or excessive?
"Great job."
When delivering bad news, you should...
1. Suggest solutions that the recipient can control 2. Discuss steps that can be taken to overcome the current situation 3. Take a positive tone as you discuss solutions
Which of the following criteria are part of the FAIR test?
1. The presentation is factually correct 2. The presentation is accessible
Which of the following characteristics that bad-news messages should have?
1. They should be delivered promptly 2. They can be delivered through a variety of appropriate channels 3. They should show goodwill toward the recipients
How much time do most readers expect it will take to grasp the main point of a routine business message?
less than 10 to 15 seconds
When making a claim to a company, the explanation that you lay out should be
logical reasonable professional
Sending thank-you notes can accomplish which of the following?
maintain strong working relationships boost repeat business
Sending thank-you notes can accomplish which of the following?
maintain strong working relationships boost repeat business
In routine business correspondence, the primary message should appear in
the first sentence or two.
In a business presentation, slides should have which of the following characteristics?
1. Highly legible font size 2. Liberal use of white space 3. Highlighting of key data
When explaining your expectations to employees that you manage, what are the tree main elements to include?
1. How the work will be coordinated among all the people who are involved 2. Each person's responsibilities 3. Deadlines for the project
A routine message should be written with the following two questions in mind:
1. How would my audience want to receive this information? 2. How much detail does my audience expect?
Numerous routine messages are handled daily. Therefore they need to be produced with
Numerous routine messages are handled daily. Therefore they need to be produced with
Components of Business Requests
Make request. Provide rationale. Call to action.* State goodwill.
Which of the following techniques should not be used when responding to an inquiry?
Mixing responses in a single paragraph
In a routine business message, how long should the primary message be?
No more than 10 words
To maintain goodwill when making a routine request, you should compose your message with a tone that has which two of the following characteristics.
Positive, Other-oriented
One of the most common and important sales themes (and one that is risky to omit) is...
Price
In response to a routine business request, the reader is likely to express little or no _____ to what the message is saying.
resistance
In response to a routine business request, the reader is likely to express little or no ______ to what the message is saying.
resistance
Which of the following are true of routine business messages?
resistance to them is not anticipated, readers are expected to react positively to them, they deal with straightforward information
An effective apology contains which of the following components?
saying you regret your actions, Promising not to commit the offense again, Admitting that you offended someone.
When providing directions in a routine message, you should give ___ directions.
step-by-step
When providing directions in a routine message, you should give ______ instructions.
step-by-step
In an email announcement business message, the ______ must be specific and must pique the interest of the reader so that the message will not be overlooked.
subject line
The ___ of a routine request should be clear and specific.
subject lines
The ______ of a routine request should be clear and specific.
subject lines.
AIDA
1. Attention 2. Interest 3. Desire 4. Action
A routine message should be written with which two of the following questions in mind?
How would my audience want to receive this information? How much detail does my audience expect?
A routine message should be written with which two of the following questions in mind?
How would my audience want to receive this information? How much detail does my audience expect?
Which of the following statements about routine messages called claims are correct?
The purpose is to have the other company comply with your claim. Long-term relationships should be respected.
When explaining your expectations to employees that you manage, what are the three main elements to include?
how the work will be coordinated among all the people who are involved each person's responsibilities deadlines for the project
In business ___ involves using deception to influence others so that you can achieve your own interests.
manipulation
Routine business messages should be constructed like other good writing, through use of
planning. reviewing. drafting.
Thank-you notes for customers and clients ______, whereas thank-you notes for colleagues ______.
require more formality and respect; should be more casual but not excessive in showing appreciation
Which of the following are elements of an effective announcement?
careful organization complete information positive wording
Managers and supervisors need to ______, even if they are afraid of going beyond their authority.
communicate clear expectations
Proofreading and requests for feedback should take place during the _____ stage of routine message development.
reviewing
When responding to inquiries, which of the following are the three best ways to set off separate questions?
special formatting bullets numbered lists
When providing directions in a routine message, you should give __________ directions,
step by step
What is the most important goal of a routine business message?
to capture the reader's attention
True or False: When developing a presentation about a new product, you should spend more time giving information about the product if the audience is unfamiliar with it.
True
The most effective thank-you notes are
sincere. written by hand. sent promptly.
The primary message in a routine communication should have
10 words or fewer
Polls have shown that ___ of employees say that supervisors thank them daily.
10%
To maintain goodwill when making a routine request, you should compose your message with a tone that has which two characteristics?
positive other-oriented
Which of the following is an important element of an apology?
offering commitments
To maintain goodwill when making a routine request, you should compose your message with a tone that has which two characteristics?
other-oriented positive
Proofreading and requests for feedback should take place during the ______ stage of routine message development.
reviewing
Routine business messages should be constructed like other good writing, through use of
reviewing. planning. drafting.
When delivering an appreciation message, an exaggerated display of gratitude may
seem insincere. appear unprofessional.
Polls have shown that ________________ of employees say that supervisors thank them daily
10%
When delivering an appreciation message, an exaggerated display of gratitude may
appear unprofessional. seem insincere.
Factors that lead to personal offenses include:
-Different communication styles -Careless comments -Personality clashes
The following is true about business messages:
-Readers are unlikely to resist them -They convey straightforward information -Readers usually respond positively to them
When drafting a business message that includes instructions, when should you have other people read your directions to make sure they are clear enough?
-When the directions describe a complicated procedure -When the directions describe a technical procedure
If too little information is provided in your routine message, what is likely to happen?
-Your receiver will be less apt to do what you are requesting. -Your credibility will be diminished
It should take about ______ to complete a routine business message.
5-15 min
Which of the following is true of messages showing appreciation?
A sincere expression of thanks strengthens work relationships.
The _____ planning process can be completed quickly for most routine messages.
AIM
The ______ planning process can be completed quickly for most routine messages.
AIM
The main text of a routine message should consist of...
Brief paragraphs with pertinent details
One or two sentences designed specifically to soften the blow at the beginning of a bad-news message is known as a...
Buffer
The part of a persuasive message that asks the recipients to make a first move toward purchasing a product or showing agreement with an idea is known as the...
Call to action
Thank you notes for _________ should be less formal but should not feel exaggerated
Colleagues
Managers and supervisors need to _________, even if they are afraid of going beyond their authority.
Communicate clear expectations.
In a request memo, the main goals are to convey information in a way that is
Complete, Easy to read
What is the most critical factor in a successful presentation?
Content development
How much the recipient can affect the outcome of bad news is called...
Controllability
When you discuss ________ as the manager of a project, you should give employees guidelines for how they will communicate with each other.
Coordination
Numerous routine messages are handled daily. Therefore they need to be produced with...
Efficiency
To be an effective routine message, a claim should do which of the following
Explain why the claim is being made, Specify what the claim is, Make a call to action
To demonstrate competence when giving a presentation, a younger business professional should dress with greater...
Formality
The first task of most persuasive messages is to...
Gain attention
which of the following are good techniques for an effective response to inquiries
Giving each question its own section, using bold to highlight each question, Including links to we pages with additional information.
Seeking performance feedback at work...
Helps you develop skills to move ahead
Your response to inquiries will be more effective if you ___ so that readers can easily identify your answers.
Mark each question with a bullet or number
An Effective direction-giving message will include the _______ of "I want to help you out as much as possible"
Meta Message
An announcement is what type of communication?
One to many
In an email announcement business message, the __________ must be specific and must pique the interest of the reader so that the message will not be overlooked.
Subject Line
The overview statement provides a summary of the...
Takeaway messages
Which of the following describes the effect of good visual aids on a presentation?
They significantly improve the effectiveness of the presentation
Showing sincere concern in a bad-news message is largely a question of...
Tone
What question should you ask yourself before sending a routine request?
Will the recipient understand what I want done?
If too little information is provided in your routine message, which of the following are likely to happen?
Your credibility will be diminished. The receiver will be less apt to do what you are requesting.
Which components should be included in an effective message of appreciation?
a brief rationale. an expression of thanks. a statement of goodwill.
A company writes to one of its suppliers, requesting an adjustment to the invoice for a recent shipment because some of the merchandise was missing. This type of business message is known as ___.
a claim
An effective apology contains which of the following components?
admitting that you offended someone promising not to commit the offense again saying you regret your actions
An effective apology contains which of the following components?
admitting that you offended someone saying you regret your actions promising not to commit the offense again
Which components should be included in an effective message of appreciation?
an expression of thanks. a statement of goodwill. a brief rationale.
Which of the following are potential business-related costs of making an apology?
an implication of legal responsibility a permanent record in a performance review
Routine messages that provide notices of events are known as
announcements
Which two of the following types of routine business messages tend to be relatively infrequent?
apologies expressions of sympathy
Apologies are most effective when they
are timely
When you speak for a while during a slide presentation without referencing any slides, you should consider displaying a ___ slide to prevent distractions.
blank
When providing directions, insufficient _______ is most likely to frustrate your readers
detail
When providing directions, lack of ______ is most likely to frustrate your readers.
detail
The 2 types of routine messages tend to relatively infrequent:
expressions of sympathy and apologies
Which of the following reduce the effectiveness of routine messages?
falling to include a cental message at the beginning , being difficult to read.
Apologies become ineffective when they are
insincere. vague. cliché.
Handling a routine message typically requires ______ other types of business correspondence.
less time than
People are more apt to be persuaded by someone they like. This principle of influence is called ___.
liking
In business correspondence that includes procedures and directions, ___ the steps to differentiate them from each other.
number
In business correspondence that includes procedures and directions, ______ the steps to differentiate them from each other.
number
If you employ ___ wording in your persuasive message, audiences will tend to notice the benefits instead of the drawbacks of your product.
positive
It should take about ______ to complete a routine business message.
5 to 15 minutes
Which of the following are elements of the SOFTEN model of nonverbal communication?
1. Smile 2. Tone 3. Nod
When making a claim, an effective message will balance ___ with ___.
directness; politeness
When delivering bad news, it is important to...
Be honest and open
Routine messages that include directions are much like those that
Set expectations
A company writes to one of its suppliers, requesting an adjustment to the invoice for a recent shipment because some of the merchandise was missing. This type of business message is known as ______.
a claim
When delivering an appreciation message an exaggerated display of gratitude may
appear unprofessional seem insincere
The main text of a routine message should consist of
brief paragraphs with pertinent details.
Appreciation messages should begin with a(n)
expression of thanks.
An ineffective announcement might include such flaws as
jumbling too much information together. incomplete information.
An announcement is what type of communication?
one-to-many
An announcement should include which of the following components?
organized information concise wording
Routine messages that include directions are much like those that
set expectations.
Which of the following are effective elements in a routine message for making a claim?
A polite request, A focus on the merits of the claim, A complimentt
The ______ planning process can be completed quickly for most routine messages. Multiple choice question.
AIM
Which type of statement requires reading "between the lines" to grasp the entire meaning, since the underlying meaning is not stated?
An implicit statement
It makes sense to provide bad news in writing to external partners when you...
Are providing a formal notice
When creating electronic slides for a business presentation, you should make sure that the data and ideas they present are...
As simple and clear as possible
A bad-news message that looks too elaborately formatted is an example of poor...
Design
When making a claim, an effective message will balance __________ with ___________.
Directness; politeness
Qualities that are typically found in an effective routine request:
-Sufficient detail -Direct language
List the components of a business claim in order, with the first component at the top of the list.
1) make a claim 2) Provide a rationale 3) give a call to action 4) make a statement of goodwill
when making a claim to a company, the explanation that you lay out should be
Logical, reasonable, professional
When turning down an idea or request from a colleague, it is important to avoid...
The appearance of moral superiority
The filtering of bad news at each level of an organization is known as...
The mum effect
To justify a routine request, you should provide...
The rationale for the request in your message
Establishing clear expectations, especially when you are the supervisor or manager, directly
improves your credibility. cultivates interpersonal trust.
Numerous routine messages are handled daily. Therefore they need to be produced with
efficiency.
Compared to written proposals, speeches and presentations are better suited to capitalize on ___ appeal.
emotional
A request does not require which of the following components?
expressing sympathy
When speaking on behalf of your team in a routine message, you might seek ___ from other team members to make sure they agree with what the message says.
feedback
You can help maintain the ___ of the recipient of a routine request by showing respect for the recipient's rime.
goodwill
When responding to inquiries, which of the following are the three best ways to set off separate questions?
numbered lists, bullets, XML tagging
Which of the following might you use to highlight key ideas when drafting a routine message?
numbering bullets external links
A poorly delivered business apology may
cause more problems. make the first mistake seem even worse.
A person reading a well-crafted announcement should grasp all of its important information.
10 to 15 seconds
When you express sympathy to a professional contract over a death, you should
Keep the expression brief, Mention positive memories, Handwrite the expression on a nice card.
Which of the following statements about routine messages called claims are correct?
Long-term relationships should be respected. The purpose is to have the other company comply with your claim.
An announcement should include which of the following components?
Organized information, Concise wording
When drafting a business message that includes instructions, when should you have other people read you directions to make sure they are clear enough?
When the directions describe a (1.) complicated or (2.) technical procedure
Which of the following would be considered a business announcement?
a notice that the office Christmas party will be held in the conference room a statement that the company is changing its dress code a mass email informing customers that the company is moving to a new location
Thank-you notes for ______ should be less formal but should not feel exaggerated.
colleagues
When making a claim to a company, the explanation that you lay out should be
professional. reasonable. logical.
Which of the following take place during the reviewing stage of a routine message?
proofreading the message getting feedback for a group message rereading the message
Which of the following take place during the reviewing stage of a routine message?
proofreading the message getting feedback for a group message rereading the message
Which of the following is not a component of a claim?
providing responses
Effective apologies will achieve important results, such as
rebuilding your reputation, repairing working relationships
Effective apologies will achieve important results, such as
repairing working relationships. rebuilding your reputation.
Thank-you notes for customers and clients ___, whereas thank-you notes for colleagues ___.
require more formality and respect; should be more casual but not excessive in showing appreciation
It should take about ______ to complete a routine business messages
5 to 15 minutes
Which of the following are potential costs of making an apology?
1. An implication of legal responsibility 2. A permanent record in a performance review
The ___ planning process can be completed quickly for most routine messages.
AIM
True or False: More employees than every are reporting that their supervisors thank them every day or very often.
False.
When you justify a routine request, you should provide
the rationale for the request in your message.
Ideally, stories used in business presentations should be...
1. Drawn from real life 2. Honest and factual
Which of the following are elements of a persuasive message that are included in the body of the message?
1. A solution 2. A rationale 3. A need
An effective routine message will allow the recipient to...
1. Quickly process the information 2. Understand the responsibilities involved 3. Understand the main idea within seconds
routine business messages should be constructed like other good writing, through use of
Planning, drafting, reviewing
In a business presentation, the entertainment value of a story is...
Secondary to the information value
Betsy learns that the wife of one of her main clients has just died. What should Betsy do?
Send a brief but genuine handwritten note of sympathy.
Routine messages that include directions are much like those that...
Set expectations
Which of the following would generally have low effectiveness in the opening of a business presentation?
Sharing a large set of statistical data
To express sympathy for people who are receiving bad news, you should...
Show genuine concern and appreciation
Which of the following types of supporting material would likely be the most effective for audience members who are professionals with green MVSs?
Statistics
Which of the following should take place more frequently?
Supervisors thanking employees. Employees thanking each other. Employees thanking supervisors.
Why is it not advisable to compose a business message that includes step-by-step instructions written in narrative form within a paragraph?
The narrative format for instructions is more difficult to follow.
If too little information is provided in your routine message, which of the following are likely to happen?
The receiver will be less apt to do what you are requesting. Your credibility will be diminished.
True or False: Routine messages are extremely important for establishing your credibility on the job.
True
It is optional but appropriate to include a(n) _________ at the end of a lengthy routine requests.
call to action
Factors that lead to personal offenses include
careless comments. personality clashes. different communication styles.
Persuasion involves ___ a person whose opinion or understanding about something is different from yours.
communicating with
Effective persuaders provide ___ reasons for action.
compelling and simple
An effective announcement generally contains which of the following items?
complete details attention-getter
When you discuss __________ as the manager of a project, you should give employees guidelines for how they communicate with each other.
coordination
In the past, business communicators most often used ___ to show that their own products were better than those of the competition.
counterpoints
Establishing clear expectations, especially when you are the supervisor or manager, directly
cultivates interpersonal trust. improves your credibility.
The most important consideration when planning a routine message is
how the message should be structured.
All routine business messages should contain which of the following components?
details a primary message a restatement of the key message
All routine business messages should contain which of the following components?
details a restatement of the key message a primary message
Which of the following qualities are typically found in an effective routine request?
direct language sufficient detail
Which of the following are good techniques for an effective response to inquiries?
giving each question its own section including links to web pages with additional information using bold to highlight each question
You can help maintain the _____ of the recipient of a routine request by showing respect for the recipient's time.
goodwill
You can help maintain the ______ of the recipient of a routine request by showing respect for the recipient's time.
goodwill
Which is part of the coordination component of setting expectations for the people you manage?
guidelines for communication
When drafting a routine message, you should strive for a _____ tone.
helpful professional reader-oriented
When drafting a routine message, you should strive for a ______ tone.
helpful reader-oriented professional
When drafting a routine message, you should strive for a ______ tone.
helpful reader-oriented professional
Your response to inquiries will be more effective if you ______ so that readers can easily identify your answers.
mark each question with a bullet or number
True or false: In general, you should avoid making apologies for routine mistakes and offenses because they are likely to damage your personal credibility.
False
When speaking on behalf of your team in a routine message, you might seek _____ from other team members to make sure they agree with what the message says.
Feedback
The most important element of any expression of sympathy is that it be
sincere
Which of the following are true of routine business messages?
1. Readers are unlikely to resist them 2. Readers usually respond positively to them 3. They convey straightforward information
Components of Routine Messages
-State the primary message (ten words or fewer). -Provide details in paragraphs of 20 to 80 words. -Restate the request or key message in more specific terms. -State goodwill.
Which of the following are appropriate for an effective delivery in person of bad news to a client?
1. A buffer to let the person get ready emotionally to hear the news 2. An explanation of how the news will immediately affect the person's situation 3. A rationale followed by the bad news
Which of the following types of words help invoke a sense of excitement and optimism in persuasive messages?
1. Action-oriented words 2. Lively words 3. Strong verbs
Why is it important to gather facts from a variety of sources so you can make fair, objective decisions before delivering bad news?
1. Although the situation might be upsetting, usually the decision should not be based on emotion 2. Your initial interpretation of the situation might not be the only valid way to look at it 3. Since the consequences of the bad news might be severe, you should be sure of the facts and possible solutions
What should the preview of a speech accomplish?
1. Attract the attention of the audience 2. Highlight benefits to the audience
Which of the following are among Robert Cialdini's six methods of influence?
1. Authority 2. Social proof 3. Consistency
Sending thank-you notes can accomplish which of the following?
1. Boost repeat business 2. Maintain strong working relationships
To provide directions effectively, your message should not be written in a ___ tone.
1. Careless 2. Passive 3. Abrupt
Which of the following are applications of the AIM planning process in presentations and speeches?
1. Conducting an analysis of the presentation's listeners 2. Highlighting topic-related conclusions 3. Including supporting point to the key ideas
Which of the following should take place more frequently?
1. Employees thanking each other 2. Employees thanking supervisors 3. Supervisors thanking employees
If a persuasive message is too confident or positive, it risks being perceived as which of the following?
1. Exaggerated 2. Pushy
Which of the following statements about nervousness and public speaking are true?
1. Experiencing nervousness in public speaking is normal 2. Nervousness can result in a more passionate presentation 3. Feeling nervousness in public speaking can be a benefit
Which three of the following should be done when giving a negative performance review?
1. Explain how poor individual performance affects the organization 2. Ask the employee why the performance is not better 3. Seek solutions that emphasize optimism for the employee's future with the company
To be an effective routine message, a claim should do which of the following?
1. Explain why the claim is being made 2. Specify what the claim is 3. Close with a call to action
Which of the following might you use to highlight key ideas when drafting a routine message?
1. External links 2. Bullets 3. Numbering
Effective messages that gain the attention of listeners are...
1. Formed around listeners' interests 2. Delivered by a reliable source
An effective announcement generally contains which of the following items?
1. Gain audience attention 2. Complete details
Which of the following are characteristics of establishing presence for business presentation speakers?
1. Gaining the attention of listeners 2. Generating interest in ideas
Which of the following are common types of buffers for bad-news messages?
1. Giving a compliment 2. Sympathy 3. Appreciation
What are some of the drawbacks to delivering bad news in writing?
1. If the recipient misunderstands the message, you cannot explain immediately 2. It might seem callous or impersonal
Audience members typically decide which of the following during the preview of a presentation?
1. If they are willing to act on what they hear 2. If they will pay attention and listen to the presentation 3. If they think they have something to gain from the presentation
Which of the following demonstrates examples of reframing statements?
1. Instead of complaining because you feel anger over being ignored, deciding that it is your responsibility to seek guidance from your boss 2. Instead of withdrawing because you fear being rejected by your boss, deciding that your job performance isn't related to whether your boss likes you 3. Instead of feeling defensive and not supporting the boss, deciding that being defensive prevents you from finding out what the boss thinks
Which of the following statements are true about getting others to review your bad-news messages?
1. It is usually fine for others to review the messages if the news is to be delivered to groups of customers 2. Review by others can give you a neutral, objective view 3. It is inappropriate for others to review the messages if the news is personal or confidential
Effective apologies will achieve important results, such as...
1. Rebuilding your reputation 2. Repairing working relationships
Accepting negative feedback from performance reviews...
1. Requires a great deal of emotional intelligence 2. May involve feelings of fear or anger 3. Requires recognizing and naming negative emotions
Routine business messages should be constructed like other good writing, through use of...
1. Reviewing 2. Planning 3. Drafting
Delivering bad news with the feelings of the recipient in mind involves...
1. Stating the bad news quickly 2. Keeping any buffer statement short 3. Explaining why the decision was made
Which of the following qualities are typically found in an effective routine request?
1. Sufficient detail 2. Direct language
Which two of the following describe the purpose of using charts and diagrams in a business presentation?
1. To maintain the attention of the audience 2. To aid audience understanding
People will be more easily persuaded when you...
1. Understand their needs 2. Take a personal interest in them 3. Demonstrate that you are seeking benefits for them
It is appropriate to extend sympathies to a professional contact...
1. When a loved one passes away 2. When a loved one becomes seriously ill
Which of the following considerations in timing the delivery of bad news is true?
1. You can lose credibility if others think you have wrongfully waited to deliver bad news 2. If you deliver bad news without knowing the details, you can create unnecessary worry
What are some benefits of using a remote control to advance slides during a business presentation?
1. You can more easily continue eye contact with the audience 2. You are free to move around the room
Why should you give feedback only on observable behaviors during a performance review?
1. You can never be sure that you know someone's thoughts and feelings 2. The employee is less likely to become defensive 3. If you focus on attitude, you will seem judgemental
What are two disadvantages to distributing handouts during a business presentation?
1. You lose control over the data the audience members look at as you give your message 2. Audience members pay less attention to you
What qualities in a persuasive message are most likely to elicit a positive response
1. You-orientation 2. Emphasis on choice 3. Simple language
Establishing clear expectations, especially when you are the supervisor or manager, has a direct effect on...
1. Your credibility 2. Cultivation of interpersonal trust
List the components of a business claim in order, with the first component at the top of the list.
1. make a claim. 2. Provide a rationale. 3. give a call to action. 4. make a statement of goodwill.
The primary message in a routine communication should have ______ words.
10 or fewer
To be an effective routine message, a claim should do which of the following?
Explain why the claim is being made. Make a call to action. Specify what the claim is.
True or False: In general, you should avoid making apologies for routine mistakes and offenses because they are likely to damage your personal credibility
False
Which of the following are effective elements in a routine message for making a claim?
a focus on the merits of the claim a compliment a polite request
Which of the following would be considered a business announcement?
a mass email informing customers that the company is moving to a new location a statement that the company is changing its dress code a notice that the office Christmas party will be held in the conference room