Executive Communication Midterm
which of the following is the most appropriate apology when writing a negative news message I am sorry to hear of your difficulties as we sell millions of these products a year and no one else has expressed any concern with them I am sorry to hear of your difficulties with this product I am sorry if anyone had difficulties with this product I am sorry you had a problem with this product and please know this issue will never happen again if this issue has created any problems for you we are sorry
I am sorry to hear of your difficulties with this product
endorsement
a statement on your behalf by someone who is accepted as an expert by the audience is called what -qualification -euphemism -endorsement -credential -image enhancement
true
a writer should strive for variety in balance by using all four sentence types true /false
determining the approach
after you have defined the main idea and supporting points what is the next step in the planning sequence -selecting the channel -determining the approach -committing thoughts to words -outlining content -selecting the medium
phrases such as the above mentioned the former the latter and the aforementioned are examples of what camouflage verbs hedge sentences dangling modifiers awkward references reworded noun sentences
awkward reference
which of the following should be included in the body of your routine message when making claims or requesting action A request for specific action an expression of your anger a warning to the reader of the consequences of inaction an apology for the inconvenience caused complete and specific explanation of the details
complete and specific explanation of the details
using blogs to release up to the minute information on an issue is an example of what company news team communications market research crisis communications public relations
crisis communications
nonverbal communication can be observed
how can a video component improve live phone conversations -nonverbal communication can be observed -visual aids can be utilized -professionalism is more obvious -more people can participate in the conversation -distractions are minimized
which of the following will send subscribers regular updates on a chosen topic branded channeling user generated content sites content curation news feeds community sites
newsfeeds
after proofreading for content organization and tone of the message what should be the next step in the proofreading process proofreading to read for spelling and grammar proofreading to ensure the document meets the needs of the audience proofreading for overall feel of the document proofreading for readability proofreading for tone
proofreading for readability
what is the most effective way to avoid negative surprises during a performance evaluation tie salary increases to performance reviews tie promotions to performance reviews make sure an employee understands job requirements provide consistent and regular feedback on performance tie performance to organizational values
provide consistent and regular feedback
when having to convey negative information in a routine message what should the writer do put the negative information in as positive terms as possible refer to the negative information in general in non-specific terms stress only the most positive information use an indirect approach avoid explaining the negative information
put the negative information in as positive terms as possible
the opening of a good news message should contain what request for specific action explanation of your request a clear statement of the request justification for the message reasons for your decision
request for specific action
if a document has too many design elements what readability tool is missing restraint detail white space balance consistency
restraint
planning
selecting the right combination of media and channels for producing and delivering a message takes place during what step of the writing process -drafting -completing -proofreading -planning -writing
using language analysis software to track public opinion is an example of what networking social customer service sentiment analysis social media complexity recruitment
sentiment analysis
false
stealth marketing is illegal true / false
when determining the format for a message a direct approach would be best under which conditions the audience has little understanding of the reason for writing the audience might be upset with the news the audience has little time to read an explanation before reading the news the audience will likely comply the audience will probably not agree with the news
the audience will likely comply
to understand and retain information
the primary goal of content listening is to what -to verify key points in look for a summary of the message -to understand the logic of the argument -to determine the speaker's intentions and motives -to understand and retain information -to understand the speaker's feelings
the goal of the message
the scope of a business message includes what -a list of key terminology -a list of all those who will receive the message -the goal of the message -background information -the format for producing the message
when preparing for a performance review it is important to make sure the job description is up-to-date true /false
true
using a statement in the buffer such as so that you can more easily find the printer with the features you need we are enclosing a brochure that describes all the Epson printers currently available is an indication of what understanding resale cooperation good news fairness
understanding
give the important ideas more space
what can be done to draw attention to the important ideas in the document -place the nouns before the verbs -use phrases in the writing such as this is important -use compound complex sentences -use simple words throughout the document -give the important ideas more space
the understanding of how taking the action will benefit them
what will best motivate an audience member to take a particular action identified in a communication -copying a senior leadership member in the communication -using a courteous tone that requests immediate action -using basic manners such as please and thank you -their understanding of how taking the desired action will benefit them -their understanding the consequences of not taking the action
which of the following is a common element in a request for information or action what will happen if the reader doesn't supply the information how do you want the response to be formatted what you want to know or what you want the reader to do your position within the organization who is being copied on the request
what you want to know or what you want your reader to do
selective perception
when a listener molds a message to their own ideas they're using what type of skill -multitasking -defensive listening -selective listening -passive listening -selective perception
false
when a receiver offers a smile when reading a message the sender can be assured the message has been well received true /false
not to distract from good work
when determining appropriate dress for the workplace what should be the underlying goal -impressing customers and managers with your awareness of trends -not to distract from good work -appearing casual and approachable -changing the attitude of those who are not as stylish -conforming to others
false
when focusing on information and not speaking style the listener is engaging in critical listening true /false
assistive technology
when increasing the diversity of a workforce which of the following can increase the talent base by attracting those with disabilities -code of conduct -stereotyping -assistive technology -mentoring
misrepresenting numbers
when numeric data is exaggerated to promote one idea or omitted to minimize the consequences of the data what type of activity is taking place -distorting visuals -omitting essential information -selective misquoting -plagiarism -misrepresenting numbers
at home
when upset with someone or something in the workplace the best place to vent your frustrations is where -an anonymous email -after work social setting -at home -on the corporate blog -on your Twitter feed
written, digital
which channel and medium combination allow flexibility of multiple formats and channels but can be limited in terms of reach and capability -visual, digital -written, digital -written, printed -visual, printed -oral, digital
mind mapping
which of the following creates visual aid including the relationship between ideas -mind mapping -question an answer chain -brain storming -storytellers tour -journalistic approach
giving nonverbal feedback
which of the following is a practice used by effective listeners -paying attention to stylistic differences -using passive listening skills -avoiding notetaking during the conversation -giving the speaker nonverbal feedback -interrupting whenever they don't understand something
its easier to misinterpret the message
which of the following is an outcome of trying to read large files on mobile devices -fewer distractions when reading files -senders and receivers expect immediate feedback -readers take more time to read a message thoroughly -readers will attempt to verify information using video and other apps -it's easier to misinterpret the message
strong communication skills
which of the following is considered the most important factor in determining how well a team will perform -Right mix of creative talent -shared sense of purpose -clear objectives -strong communication skills -full engagement of members
echo a word or phrase
which of the following is the least effective way to incorporate a transition -use words that are frequently paired -echo a word or phrase from a previous paragraph -begin a new paragraph -use a pronoun that refers to a precious noun
messages should be formatted differently to make reading easier on mobile devices
which of the following is true when formatting messages for mobile devices -messages should be short with several web links embedded -messages should be formatted differently to make reading easier on mobile devices -messages should contain more graphics to aid in readability -messages should be written in a traditional format to aid in understanding -messages should be based on location aware technology
accessibility for customers and clients
why would an organization develop a policy prohibiting the use of personal devices at work -to limit access to corporate networks -to encourage the use of equipment that has met corporate security standards -to encourage employees to use corporate owned equipment -to increase the employees ability to spend time on personal business -to encourage Accessibility for customers and clients
comparison
words such as similarly likewise and still indicate what type of transition -additional detail -condition -cause and effect -illustration -comparison
what should be done when granting claims and request for adjustment when your company is at fault you should avoid taking or assigning personal responsibility for setting matters straight you should specifically assign blame to someone else you should imply that the customer is at fault but you are willing to help anyways you should start with the assumption that the information the customer has provided is incorrect you should take steps to repair the relationship
you should take steps to repair the relationship
microblogs are used in meetings and presentations by acting as what crowdsourcing enterprise systems backchannels video connectivity live data streams
backchannels
when delivering negative news using the direct approach what does the message open with a positive statement aimed at maintaining a good relationship plan of action bad news neutral buffer reasons for the decision
bad news
when making claims or requesting adjustments which of the following would be the most effective warn the reader of the consequences of inaction use the indirect approach clearly convey your anger and frustration be professional no matter how angry or frustrated you are apologize for the inconvenience caused
be professional no matter how angry or frustrated you are
community Q&A sites can be used to do which of the following increase content curation promote a branded YouTube channel increase membership in newsfeeds post video clips on products build a personal brand
build a personal brand
to ensure the performance review is objective and well planned which of the following steps should be taken use a personal and sincere tone document performance issues as they happen use the job description that best matches the performance level focus on areas of weakness that need improvement evaluate each employee based on their needs skills and sets of abilities
document performance issues as they happen
which of the following is true about an emoticon used for business communications emoticons should be avoided in all professional communications emoticons can be used for internal and external messages very affectively emoticons should only be used for internal communications emoticons can add depth and meaning to email messages emoticons can soften the impact of negative messages
emoticons should only be used for internal communications
true
every communication effort takes place in a particular situation meaning you have a specific message to send to a specific audience under a specific set of circumstances true /false
When determining how to distribute a message you should choose the method that is most convenient for the audience true / false
false
a good buffer needs to trivialize the reader's concerns true /false
false
when designing for mobile devices it is best to minimize use of whitespace true /false
false
writing for social media requires the same set of skills as writing for traditional media true /False
false
