BCOM CHAPTER 8

Which of the following is an example of the best way to begin a business phone call? -"I will do my best to stay on point." -"I really appreciate you taking this call." -"Hi. It's really great to talk with you today." -"Hello, Jacob. Thank you so much for speaking with me today."

"Hello, Jacob. Thank you so much for speaking with me today."

You are messaging a colleague you have not spoken to in over a year. Which of the following is the most appropriate message to send?

"Hi. This is Janet. Do you happen to have the budget report from personnel?"

Which of the following are appropriate ways to reply to an email with a request that you cannot immediately respond to in full?

-I will get back to you on Thursday after I've had a chance to study your request. -I can respond to your email by the end of the week. -I can take care of your request two days from now.

Because business professionals use a large quantity of email for communication, they typically associate emails with which of the following

-information overload - email fatigue.

When a business professional writes an email to another business professional, which of the following qualities should be avoided to be respectful of time?

-lack of clarity -mediocre writing

Which of the following are effects of cyber incivility in the workplace?

-less dedication to the company -decreased job contentment

After experiencing cyber incivility, you should reinterpret your first reactions with assessments that have

-more personally detached appraisals. -greater fact-based conclusions. -increased objectivity.

Out of respect for message recipients, business professionals should ensure that all emails they send are which of the following

-needed -pertinent -require action

Which of the following are examples of communication channels

-phone conversations -face-to-face dialogue -emails

Before business emails are sent, which of the following should be checked?

-punctuation -spelling -grammar

Which of the following are constructive steps that can be taken to address workplace cyber incivility?

-relaxation -defusing -reinterpretation

Sending an email to the wrong person can result in which of the following?

-release of private information -negative professional outcomes -disclosure of confidential business plans

What qualities are valued for email by business managers who believe that emails should express no emotion?

-straightforwardness, - task-based messages

Which of the following contribute to cyber incivility?

-the quick pace of online interaction -the lack of face-to-face contact online

Email is suitable for which of the following types of messages in business?

-the sharing of facts -routine work information -stating holiday work hours

Which of the following are common outcomes of the negativity or neutrality effect in a business setting?

-uncertainty -an increase in conflict -apprehension

Which of the following should you do at the end of a business phone call?

-wrap up important points -summarize next steps

According to a recent study, nearly all business professionals expect an email response within

4 hours.

True or false: If you can't take care of an email request right away, you should not respond at all until you can send a full and detailed response.

False

True or false: True task-based business emails allow the sender to easily avoid any emotion.

False

The general name for the medium through which a message is transmitted is the

communication channel

Rather than using a priority flag, the best way to gain a business email recipient's immediate attention is by

composing an effective subject line.

E-interruptions are defined as interruptions caused by

electronic messages.

Which communication channel is low in richness but high in control? -phone conversations -email -conference calls -webinars -spoken communication

email

For the next few years, which of the following is expected to be the most commonly used tool for written business communication?

emails

Because of the neutrality effect, a business email recipient may incorrectly interpret the sender's

emotional intent

Email chains are defined as emails

that are sent back and forth among a group of people.

Cyber incivility can be defined as showing Blank______ online.

disrespect

Most messaging in the workplace should be reserved for Blank______.

straightforward, positive messages

Which statements are true of the demands placed upon the recipient of a business email?

-Emails add to the amount of work a recipient must do. -Emails often disrupt other work tasks. -Emails may create a time commitment.

Which of the following messages would be the most appropriate to send via messaging to a colleague? -"Yo! Meeting is tomorrow! CU L8R!!" -"Budget okayed at $50k. Includes $15k for meals, $20k for travel/lodging, $5k for local transportation, $5k for supplies, and $5k for entertainment" -"Urgent: need agenda for Thursday's conference call plus details on final report for senior management" -"The team meeting has been confirmed for 9 a.m. this Friday."

"The team meeting has been confirmed for 9 a.m. this Friday."

Which of the following are examples of how to indicate a messaging exchange is complete? Multiple select question. -"How about a deadline at 5 pm?" -"Talk to you tomorrow." -"Have a nice evening." -"I know what you mean."

- "talk to you tomorrow." - "have a nice evening"

Tim, a supervisor, and Sue, his supervisee, just concluded a phone call during which many decisions were made, including how tasks would be delegated to specific team members. Which of the following should Tim do to make certain the agreements are accomplished? (Choose every correct answer.) Multiple select question. -Tim should send a reminder message to Sue within a few hours after the call. -Tim should assume Sue understood that the agreements were hypothetical ideas. -Tim should document the agreements of the conversation so that there is a record. -Tim should expect Sue to remember everything they agreed upon and to follow through.

- Tim should send a reminder message to Sue within a few hours after the call. - Tim should document the agreements of the conversation so that there is a record.

For which two of the following situations would messaging be the most appropriate choice?

- short business messages - uncomplicated business messages

Which of the following best explain why you should clearly end a messaging exchange in workplace texts? -to send a signal that the exchange is complete -to force the other person to stop messaging -to keep the exchange from remaining open on the work server -to prevent the exchange from awkwardly dragging on

- to prevent the exchange from awkwardly dragging on - to send a signal that the exchange is complete

Which of the following are appropriate ways to end business phone calls? "I really appreciate your input." "I need to get to another meeting now." "Thank you for taking the time to . . . " "Can we get a drink next time you are in town?"

-"I really appreciate your input." -"Thank you for taking the time to . . . "

Which of the following best exemplifies the most appropriate tone for workplace messaging? Multiple choice question. -"Invoices from vendors are due this Friday. Make sure they are in on time!" -"Hey, buddy! Awesome presentation to the team today! HIGH FIVE!!" -"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."

-"Nice job in today's meeting! I'm available to help with follow-up calls if you need it."

Effective messaging during workplace meetings includes which of the following? (Select all that apply.) Multiple select question. -Asking for information from colleagues or clients outside the meeting -Working on personal projects -Keeping yourself from falling asleep during boring meetings -Prompting team members about topics to cover

-Asking for information from colleagues or clients outside the meeting -Prompting team members about topics to cover

Which of the following statements about instant messaging in the workplace are true? (Select all that apply.) Multiple select question. -It is the ideal medium for long reports and reference papers. -Attitudes toward instant messaging in the workplace continue to evolve. -Instant messaging is accepted in the workplace as the preferred communication channel for important news. -Instant messaging is suited for short and simple business messages.

-Attitudes toward instant messaging in the workplace vary significantly. -Instant messaging is a new form of communication, especially in the workplace

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? -During phone calls, Candace should make sure she stays still and concentrates on increasing the volume of her voice. -Candace should close her eyes during phone calls and focus all her energy on the call and her words. -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.

-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 reasons email is not considered a rich channel for communication?

-Email is deficient in verbal cues. -Email does not have nonverbal cues.

Which of the following statements about instant messaging in the workplace are true? (Select all that apply.) Multiple select question. -It is the ideal medium for long reports and reference papers. -Instant messaging is accepted in the workplace as the preferred communication channel for important news. -Instant messaging is suited for short and simple business messages. -Attitudes toward instant messaging in the workplace continue to evolve.

-Instant messaging is accepted in the workplace as the preferred communication channel for important news. -Instant messaging is suited for short and simple business messages. -Attitudes toward instant messaging in the workplace continue to evolve.

Which of the following statements about messaging in meetings are true? Multiple select question. -It is becoming increasingly common in some organizations. -It is unacceptable in all organizations. -Messaging during meetings is completely acceptable. -It can cause distractions and be abused.

-It can cause distractions and be abused. -It is becoming increasingly common in some organizations.

Lee just started working in a traditional, corporate setting that has many workplace regulations. Lee's previous job was with an innovative start-up company. She wants to send a question to her manager about a presentation she is planning. She needs an immediate answer, so she decides to send an instant message. Which of the following should she consider before sending the message? -Lee should use abbreviated language to keep the message short. -Lee should make sure her manager knows her phone number. -Lee should think about her manager's attitudes toward instant messaging. -Lee should evaluate the meta message of her instant message.

-Lee should think about her manager's attitudes toward instant messaging. -Lee should evaluate the meta message of her instant message.

What are guidelines for asking questions via messaging?

-Make sure questions are easy to answer. -Ask simple and short questions.

What are guidelines for asking questions via messaging? (Choose every correct answer.) Multiple select question. -If you have multiple questions, ask them in one message. -Ask broad questions. -Make sure questions are easy to answer. -Ask simple and short questions.

-Make sure questions are easy to answer. -Ask simple and short questions.

Select all the statements about cyber incivility in the workplace that are true. -Cyber incivility is relatively rare in the workplace as technology makes it easier and faster for people to be courteous. -Many people engage in cyber incivility because they believe courteous interaction with impersonal contacts isn't required. -More than 90 percent of employees report having experienced either active or passive cyber incivility from supervisors. -Active cyber incivility has been shown to be more damaging, but passive cyber incivility has also been shown to cause lower job satisfaction.

-Many people engage in cyber incivility because they believe courteous interaction with impersonal contacts isn't required. -More than 90 percent of employees report having experienced either active or passive cyber incivility from supervisors. -Active cyber incivility has been shown to be more damaging, but passive cyber incivility has also been shown to cause lower job satisfaction.

Which of the following statements about messaging colleagues after work hours are true? (Choose every correct answer.) Multiple select question. -Messages should be responded to right away. -Messaging can blur the line between personal and work time. -Messaging is preferred to emailing and other communication tools. -Messaging may be considered more intrusive than emailing.

-Messaging may be considered more intrusive than emailing. -Messaging can blur the line between personal and work time.

Which of the following can be accomplished by phone calls, in contrast to other, less-rich channels? (Choose every correct answer.) Multiple select question. -They help business professionals reach large numbers of people more effectively and quickly. -They help business professionals manage conflict more effectively. -They help business professionals resolve problems more quickly. -They allow business professionals to connect with better understanding.

-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.

As the number of people involved in an email chain grows, which of the following occur?

-Turmoil and confusion increase. -More messages are included.

Which statement about asking questions via messaging are true? -You should avoid asking too many questions via messaging, especially if you can easily get the information yourself. -You should make sure to ask broad questions via messaging that do not steer the other person to a particular answer. -You should use messaging to get quick answers from colleagues and save everyone's time. -You should not ask questions via messaging if the answer will take more than one or two minutes.

-You should avoid asking too many questions via messaging, especially if you can easily get the information yourself. -You should use messaging to get quick answers from colleagues and save everyone's time. -You should not ask questions via messaging if the answer will take more than one or two minutes.

Which of the following should you do to prepare for less formal phone conversations? (Choose every correct answer.) Multiple select question. -You should provide a detailed agenda and schedule. -You should let your conversation partner know the approximate duration of the call. -You should decide on the major points to cover. -You should plan the purpose of the phone conversation.

-You should decide on the major points to cover. -You should plan the purpose of the phone conversation. -You should let your conversation partner know the approximate duration of the call.

Which of the following are reasons why you should take such actions such as smiling, using hand gestures, and sitting up straight during business phone calls even though the other caller cannot see you? (Choose every correct answer.) Multiple select question. -Acting like you would if you were talking in person can carry through in a pleasant, clear voice. -Your nonverbal behaviors can be reflected in your voice. -Having things to do other than just talking will distract you from being nervous. -People may be watching you through your computer camera so you want to seem

-Your nonverbal behaviors can be reflected in your voice. -Acting like you would if you were talking in person can carry through in a pleasant, clear voice.

Emails that are easy to read have which of the following features?

-a subject line that clarifies the message -obvious labeling of document attachments

In a business environment, potentially serious errors in emails include

-accidentally releasing confidential data. -unknowingly sending sensitive information. -addressing emails to the wrong recipients.

When email senders experience cyber silence, they commonly feel which of the following?

-anger -irritation

Email and phone conversations are both examples of -synchronous communication. -permanence. -virtual communication. -a communication channel. -asynchronous communication.

-asynchronous communication.

When you coordinate tasks by email, you show respect for the recipient's time by

-clearly stating your availability. -providing several possible time slots for any meetings. -providing details about time frames.

Which of the following characteristics of a subject line will increase the likelihood that the recipient of a business email will open it immediately?

-compelling -descriptive

Currently, the primary form of written business communication is

-email

Which of the following are methods of achieving relaxation?

-finding an amusing angle to the situation -breathing deeply -counting to ten

Douglas is a business professional in sales. He has a new product to promote, and he believes the product will be very popular and in demand. Douglas knows that a number of companies would benefit from offering the product. To build connections with these companies, which approach should Douglas first take?

Douglas should try to reach the companies by phone.

Hannah had a productive phone call with her colleague during which a number of decisions were made. After hanging up, Hannah could not remember many of the decisions. Which of the following best explains what she should have done? -Hannah should have taken some notes during the call. -Hannah should have checked her email. -Hannah should have checked the audio quality of her phone before the meeting. -Hannah should have followed the agenda.

Hannah should have taken some notes during the call.

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 if he doesn't communicate with Stacy right away, but he doesn't want to disrupt her evening. Which of the following is Sam's best option?

He should send an email.

What is true of an e-interruption? -It increases workers' ability to multitask. -It takes less than a minute to refocus after an e-interruption. -It increases the creativity of workers. -It distracts workers from immediate tasks and decreases productivity. -It decreases the stress caused by busy schedules.

It distracts workers from immediate tasks and decreases productivity.

Which statement correctly describes the current state of instant messaging in the workplace? -It is an established form of communicating in the workplace, and everyone agrees it should be formal. -It is an established form of communicating in the workplace, and everyone agrees it should be informal. -It is an established form of communicating in the workplace, and attitudes toward it vary significantly. -It is a new, undeveloped form of communication in the workplace, and attitudes toward it are consistent. -It is a relatively new, undeveloped form of communication in the workplace, and attitudes toward it vary.

It is a relatively new, undeveloped form of communication in the workplace, and attitudes toward it vary

What is the primary advantage of using word processing software to compose important email messages? -It automatically prompts you when the length of your paragraph exceeds the desired limit. -It automatically generates a subject line for your message. -It will help you to type your message more quickly. -It is better at reviewing text for typos and grammatical problems than email systems. -It has a better selection of fonts and special characters than email systems.

It is better at reviewing text for typos and grammatical problems than email systems

When writing a business email, maintaining a high standard of writing is key for which of the following reasons?

Many people may see the message.

In a business setting, the negativity effect means that emails sent with a neutral intent are received as being

Negative

Pappy sent an identical instant message to two members of his team about the deadline for a report. One recipient felt Pappy was criticizing him 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 instant messages?

Pappy needs to consider the meta messages of his instant messages.

Sam made all the arrangements needed for an important business call. He provided an agenda and checked the quality of his phone. During the call, Sam used the caller's name, gave him a warm greeting, and kept the call on point and within the time limit he had anticipated. Sam said everything he had intended and, although his caller did not say very much, Sam felt the call went well. He later received feedback that the caller did not feel much of a connection to Sam. Which of the following might best explain why?

Sam did not share conversation time equally with the caller.

Suzanne has an important phone call with a new client. She has prepared carefully for the call, providing an invitation and detailed agenda to the client. She needs to make the call from a new location different from where she usually works. Which of the following should she also do to make sure she has a successful phone call?

She should test the audio quality of her phone from the new location.

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 from the client? -The client felt Nancy was enthusiastic about the phone call. -The client believed Nancy wanted to move on to other things. -The client believed Nancy was not being truthful. -The client thought Nancy was overly prepared.

The client believed Nancy wanted to move on to other things.

What does the term cyber silence refer to?

The time during which the sender of an email message does not receive a reply.

What is most likely to be included as an attachment to an email? -a signature block -a subject line -the names of the recipients -a spreadsheet -the body of the message

a spreadsheet

What is the goal of relaxation when dealing with uncivil electronic communications?

To be able to make a rational response.

Is it important to follow up in writing on decisions made during business phone calls?

Yes, because a written follow-up improves the likelihood that you will accomplish your shared goals.

Which of the following should you do in a message to a colleague you do not regularly communicate with via messaging?

You should identify yourself.

Which of the following should be done at the beginning of a business phone call?

You should make a few light comments to get the conversation started.

Which of the following should you do during business phone calls to get the most out of them? (Choose every correct answer.) Multiple select question. -You should make the call your entire focus. correct -You should check your email. -You should avoid multitasking. correct -You should have your calls scheduled back-to-back.

You should make the call your entire focus. You should avoid multitasking.

Which of the following is the best way to make a business phone call more personal?

You should use your caller's name.

_____ business professionals are the group most likely to expect an immediate response to an email.

Younger

To ensure the best-quality audio for business phone calls, which of the following is the best choice?

a landline connection if available

Instant messages in the workplace are considered to be Blank______ by most business professionals.

a relatively casual communication channel

Ideally, business email writers should favor a(n) Blank______ tone.

balance between a formal and informal

Overuse of the priority flag by a business email sender can lead to a reputation as

demanding.

True or false: In a business setting, emails will always get read, even if they are hard to read.

false

Charles received an angry email from one of his colleagues about a mistake in a sales report. In an attempt to defuse the situation, he should respond to the email by -focusing on task-related facts and issues. -ending it concretely, saying he will never speak about the issue again. -pointing out the differences in their perceptions of the mistake. -giving counterarguments to each one of his colleague's objections. -starting it with a joke.

focusing on task-related facts and issues

To make certain that a vital business email is correctly and fully edited and proofread before being sent, it should be written

in a word processing program.

Work phone conversations are similar to Blank______, so you should consider sending an invitation with an agenda to your conversation partner.

meetings

The heavy volume of digital messages received on a daily basis makes it necessary for business professionals to perform the delicate task of balancing the -need to answer emails with the need to answer texts. -time they spend reading messages with the time they spend writing messages. -need to respond to others with their own need to focus on work. -time they spend in spoken conversation with the time they spend on work. -need to respond to others with the need to write more emails.

need to respond to others with their own need to focus on work

According to the neutrality effect, when senders of a business message impart a positive emotion to a message, recipients have a tendency to interpret the message as having Blank______ emotion.

neutral

Which channel of communication is medium to high in planning, used for team meetings, and a richer form of interacting than conference calls that require few resources? -online video meetings -texting -phone conversation -email -blogging

online video meetings

Reinterpretation of uncivil electronic communications ultimately allows you to have a less Blank______ reaction to the email.

personal

Because of e-interruptions, the average business professional loses around how many hours of productivity per day?

several hours

During business phone calls, conversation time should be

shared equally between the two callers.

In business emails, subject lines reflect the Blank______ of the message.

significance

Reply email chains become especially confusing when -some recipients reply only to the sender and others reply to all. -one recipient deletes the email and others reply to it. -all recipients decide to mark the email as spam and block the sender. -recipients forget to include a salutation in their emails when they reply. -recipients include attachments in their reply emails.

some recipients reply only to the sender and others reply to all.

When you experience cyber incivility, your primary goal should be

to ensure that the situation does not get worse.

One way to help with effective time management when organizing deadlines via email is

to provide clear timelines.

You should end business phone calls Blank______.

with an expression of appreciation.

Most effective business calls get to the point Blank______.

within one to two minutes.