B A 324 Final Exam
Will has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first?
Analyze the purpose of the letter and the reader.
Which of the following is the best advice regarding nonverbal messages during your presentation?
Be enthusiastic and let your body show it.
<blank> is the ability to understand and enter into the feelings of another.
Empathy
"Zombie nouns" often end in -ion, -ment, and -ance and are useful tools for making messages clear and powerful.
F
A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message; this way, the writer has a chance to explain further.
F
Bulleted lists are most effective for items representing a sequence or chronology.
F
Editing and proofreading are interchangeable terms for correcting a message's grammar, spelling, punctuation, format, and mechanics.
F
Headings are appropriate only in messages that will be submitted as hard copies, such as reports or letters. They should not be used in electronic messages.
F
It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message.
F
Priscilla must turn down a request for a charitable contribution, and she's not sure how her reader will respond. She should, therefore, use the direct strategy for her message.
F
Thank you in advance for your cooperation is an effective way to show appreciation in a request letter.
F
The first word of every item in a numbered or bulleted list should not be capitalized because the item is part of a larger whole.
F
The following sentence is effectively phrased to express the importance of the message: It is absolutely essential that you turn your expense claim in by Friday.
F
The following statement represents the most effective approach in offering an alternative: Although we do have a one-bedroom apartment available, we don't have the two-bedroom apartment that you requested.
F
To sound professional, you should keep the tone, volume, pitch, and pace of your voice consistent during a presentation.
F
We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news.
F
You should avoid sharing personal stories during a presentation because they may distract the audience.
F
<blank> messages express thanks, congratulations, recognition, and sympathy.
Goodwill
What is the most effective way to handle an illegal or inappropriate question during an interview?
If you find the question harmless and if you want the job, go ahead and answer it. x - Ask the interviewer's intent in asking the question.
You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions?
In a bulleted or numbered list in the body of your message
What should you do immediately after leaving the interview?
Make notes of what was said in case you are called back for a second interview.
<blank> messages conveyed by personal appearance and facial expressions can greatly affect the success of an oral presentation.
Nonverbal
What is the most accurate statement about apologizing in an adjustment message?
People like to hear apologies. It raises their self-esteem, shows the humility of the writer, and acts as a form of "psychological compensation."
If you didn't get a position that you really wanted, what should you do?
Send a rejection follow-up letter that says you're disappointed but still interested.
A P.S. (postscript) is an effective location for your strongest motivator in a sales message.
T
A presentation that incorporates visual aids is more likely to be understood and retained than one lacking visual enhancement.
T
Allan is writing instructions for filing an employee grievance. He should use a numbered list because the order of steps in the process is important.
T
An effective opening for an informal proposal might be We are pleased to submit this proposal describing how our ethics training program can help your employees make the best decisions when faced with ethical dilemmas on the job.
T
An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.
T
Asking yourself What is my unique selling point? can help you develop your personal brand.
T
Avoid using words such as regret, inconvenience, and misunderstanding in adjustment messages.
T
Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message.
T
In the introduction to her presentation about financial statement analysis, Christina is telling the audience about how many years she has working in the accounting industry. She is doing this to build credibility.
T
In the workplace, most messages are positive or neutral and, therefore, direct.
T
In view of the fact that is considered a flabby expression.
T
Monica is designing a PowerPoint presentation and following the 6-x-6 rule. This means that she is limiting each slide to six bullets, with no more than six words per bullet.
T
One of the most effective strategies for reducing stage fright is knowing your subject thoroughly.
T
Slang and buzzwords in business writing can make you sound unprofessional.
T
Some experts recommend spending about half of the total writing time on the editing, proofreading, and evaluating phase.
T
The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection.
T
The phrase create a reduction in costs contains an example of a buried verb.
T
There are, there is, and it is are examples of unnecessary opening fillers.
T
When a team works on a group presentation, conflict and confrontation among members can actually create better final products by promoting new ideas and avoiding groupthink.
T
When writing a persuasive message, it is important to expect resistance from your audience.
T
When writing a positive review of a company or product, it's best to include suggestions for improvement.
T
When you have negative news to deliver, one of your first considerations is how the message will affect its receiver.
T
Would you like to reduce your daily commute time? is an effective statement for the opening paragraph of a sales message.
T
Which of the following is an example of a behavioral interview question?
Tell me about a time when you solved a difficult problem. x- An irate customer is demanding her money back. How would you handle the situation?
Which of the following represents the best business writing?
The CEO will be visiting our branch tomorrow. x - The CEO will be visiting our branch tomorrow for a period of three hours.
A former supervisor has already agreed to be one of your references. What should you do after a job interview?
Write an e-mail message to your former supervisor to describe the position and company and to review what to stress to the prospective employer.
On a résumé describe your work experience forcefully and persuasively by using <blank> verbs such as designed, calculated, and managed.
action
Deciding whether to <blank> to a customer in an adjustment message is a debatable issue. Some attorneys discourage doing so, but many customers appreciate it.
apologize
Personal <blank> involves deciding what makes you special and desirable in the job market, creating a tagline, preparing a professional-looking business card, developing an elevator speech, and building a powerful online presence.
branding
A <blank> is a neutral or positive opening that reduces shock or pain and does not reveal the negative news.
buffer
The most emphatic positions in a message are the opening and <blank>.
closing
To establish <blank> , show your reader that you are truthful, experienced, and knowledgeable.
credibility
Language that attempts to manipulate by distorting or twisting the meaning is called <blank>.
doublespeak
Asking yourself whether what you have written is too blunt or too subtle is an example of <blank> your message.
evaluating
At this point in time, due to the fact that, feel free to, and in the near future are examples of <blank>.
flabby expressions x - opening fillers
The statement Did you know you can select five family members to enjoy free access to our newspaper with your online subscription? <blank>
gains attention by asking a question that focuses on reader benefits x - presents an indirect benefit
You should provide necessary details in the <blank> of a message that requests information or action.
heading x - subject line
Connor has a great idea to raise funds for a community organization, but he is afraid his boss won't support it. Connor's report should be written using the <blank> strategy.
indirect
If you're not sure how your reader will react to a request refusal, use the <blank> organizational strategy.
indirect
When abusive language is written, it is called <blank>.
libel
The sentence I am writing this e-mail message to let you know that we have received your application for the receptionist position contains a <blank>.
long lead-in
The most successful teams working on a written or oral presentation <blank>.
make meetings a top priority
The key to ethical communication lies in the <blank> of the sender.
motives x - intention
Good speakers are adept at building audience <blank> by forming a bond with the audience and by entertaining as well as informing.
rapport
Your list of professional <blank> should consist of instructors, your current employer or previous employers, colleagues or subordinates, and other professional contacts who are willing to answer inquiries regarding your qualifications for employment.
references
When you decide to leave your position, it is a good idea to write a formal <blank> letter to your supervisor.
resignation
The best persuasive requests anticipate and attempt to counter audience <blank>.
resistance
Because customers are already upset, the language of adjustment messages should be particularly ________.
sensitive
When using ________ questions, interviewers describe a hypothetical situation and ask how you would handle it. These types of questions help employers test your thought processes and logical thinking.
situational x - behavioral
Persuasion is defined as a <blank> process in which communicators try to convince other people to change their attitudes or behaviors regarding an issue through the transmission of a message in an atmosphere of free choice.
symbolic
