IS 301 Final - Learn Smart Study (9-14)
The appendixes of business reports commonly includes...
-reference materials
The most effective thank-you notes are
-sent promptly -written by hand -sincere
Bad-news messages should have the following qualities...
-show true concern -be appropriately positive -recognize how the bad news affects the recipient
Elements of a persuasive message that included in the body of the message
-solution -rationale -need
What is the main concern when using white papers in research?
-they tend to be biased
What is the primary purpose of charts and tables in a business report?
-to fit into the story line of the report
Which of the following describe the purpose of a preview statement?
-to help readers follow the direction of a lengthy text -to accentuate the takeaway messages -to frame the message
A poor practice for delivering bad news in writing to a customer would be to...
-use an accusatory tonee
If a report is based on secondary research, it is appropriate to...
-use information from numerous sources to reach new and perhaps unique conclusions
What is a recommended guideline for delivering bad news?
-Get to the bad news fairly quickly
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
Poor examples of delivering bad news in writing to colleagues...
-an attempt to "sugarcoat" the bad news -emphasizing only the needs of the company -a vague explanation of the problem
Decision makers depend on business reports to...
-analyze the information properly -provide the correct information -recommend actions based on the data
Which of the following are common types of buffers for bad-news messages?
-appreciation -a neutral statement -giving a compliment
Scholarly business articles are seldom useful for researching problems in the workplace because they...
-are hard to understand -focus on theoretical and abstract issues
What should you do when designing a business report for a busy executive?
-assume that the executive will not read all of the text -make it easy for the executive to navigate quickly through the document
Where does an executive summary appear in most reports?
-at the beginning of the document
AIM Process
-audience -idea -message Understand the needs of the audience, generate the best ideas to address a business issue, identify the primary message and key points.
You should review bad news messages...
-before the bad news is sent -to make sure you are being respectful -because recipients may misinterpret the news
When responding to inquiries, which of the following are the three best ways to set off separate questions?
-bullets -special formatting -numbered lists
The following statements about numerical information in business are correct...
-business operating expenses, budgets, and customer behavior are expressed with numbers -some management experts consider communicating with numbers to be a core competency
Resources offered by most libraries for business research include...
-business periodicals -scholarly journals -online databases
The following are ways in which a confusing survey questions can often be improved...
-by changing the formatting -be reducing the sentence length -by adding labels
A poorly delivered business apology may...
-cause more problems -make the first mistake seem even worse
Complex numerical information is most effectively presented in which two of the following formats?
-charts -tables
What are the last steps in preparing a report?
-check for fairness -seek final feedback from colleagues -proofread the document
The following are ways of increasing the precision of a business report...
-choosing words with care and being cautious when making predictions -replacing vague estimates with exact numbers -backing up conclusions with facts
The following are typically used to document sources for a business report...
-citations -a reference list
Elements of an effective announcement
-complete information -positive wording -careful organization
Customers and clients respond poorly to persuasive messages that use
-complex language -pressure tactics
A well-written heading should be which of the following?
-descriptive and engaging
After compiling data for a report, you should...
-draw conclusions based on the facts in the report -recommend actions based on the facts and conclusions in the report
When explaining your expectations to employees that you manage, what are the three main elements to include?
-each person's responsibilities -deadlines for the project -how the work will be coordinated among all the people who are involved
What qualities in a persuasive message are most likely to elicit a positive response?
-emphasis on choice -you-orientation -simple language
When making decisions concerning bad news, you should...
-evaluate your own emotions -collect information from different sources -remove defensiveness and favoritism from your judgement
If a persuasive message is extremely confident and positive, it is more likely to be perceived as...
-exaggerated -pushy
What should be done when giving a negative performance review?
-explain how poor individual performance affects the organization -ask the employee why the performance is not better -seek solutions that emphasize optimism for the employer's future with the company
Some advantages of delivering bad news in person include the ability to do the following...
-get instant feedback from recipients -use nonverbal cues to show that you care -respond quickly to recipients' uneasiness
A preview statement should...
-give the reader a general idea of what the report covers -summarize the report's key messages
Components of a persuasive message include
-giving a rationale -validating others' views -delivering a solution
When you express sympathy to a professional contact over a death, you should...
-hand write the expression on a nice card -make the note personal -keep it brief
When reviewing a report that is almost finished, you should make sure that it...
-has no typographical errors -meets the needs of decision makers -uses precise logic
Documenting sources for a business report helps decision makers...
-have confidence that the data was collected in a methodical way -assess the quality of the data -trust the researcher's findings
What are phrases that might be spoken to a consumer contain positive wording...
-have enough money as long as your live -maintain your lifestyle
The following statements are trust about getting others to review your bad-news messages...
-having others review your message can give you a neutral, objective view -it is inappropriate for others to review the message if the news is personal or confidential -it is usually fine for others to review the messages if the news is to be delivered to groups of customers
What kind of tone is most effective when providing directions in a message?
-helpful
Rereading bad-news messages several times before sending them..
-helps you try to see the message from the perspective of the recipient -can prevent time being wasted due to misunderstandings -can allow you to remove emotionally charged words and soften the tone
Establishing clear expectations, especially when you are the supervisor or manager, directly:
-improves your credibility -cultivates interpersonal trust
Personal biases sometimes cause a researcher to do the following...
-interpret data incorrectly -ask the wrong questions -collect only data that supports the researchers biases
A table of contents is usually included in a business report if the document...
-is more than 10 pages long
Although positivity is important in a business report, what are some common drawbacks of too much positivity?
-it can make the report seem too enthusiastic -it can make the report seem unprofessional -it can impair the writer's judgement
What are two reasons why studying statistical analysis is useful in the field of business communication
-it helps prevent inaccurate results during the analysis of the survey data -it helps the researchers avoid skewing the results to accommodate preconceived ideas and biases
Which of the following types of formatting should be used to highlight key information and data?
-italics -bold
An ineffective announcement might include such flaws as...
-jumbling too much information together -incomplete information
Which of the following should you do when trying to persuade colleagues and partners?
-let them know that you appreciate them -let them know that you need them
Which type of words help invoke a sense of excitement and optimism in persuasive messages?
-lively words -strong verbs -action-oriented words
Routine business messages generally focus on:
-maintaining camaraderie at work -things to be done at work
To support the story line of a report, you should...
-make space for charts that convey essential information -include charts only for statistics that are directly related to the central theme
Which techniques should not be used when responding to an inquiry?
-mixing responses in a single paragraph
A survey would provide a relatively easy way to collect information from the following groups
-people who work for the same company as you do -people who have purchased your product -people who participate in an online forum created for a specific professional group
When a chart is being developed the key component is...
-planning
The following are recommended practices for written bad-news communication to customers...
-point out alternatives the customer can control -include the same basic elements as other bad-news messages
Several of the key features that should be included in all business reports are...
-precision -documentation -value to decision makers
What should you do when collecting, analyzing, and presenting information for a business report?
-present all the pertinent fact, even those that you dislike -be mindful off the ways the report could impact the career opportunities and morale of your colleagues -be respectful of people who will be affected the the results off the report
When making a claim to a company, the explanation that you lay out should be:
-professional -logical -reasonable
Persuading through shared purpose and shared values
-professionals often respond favorably when someone appeals to their shared purpose and shared values -You should not use these types of appeals too often
What takes 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 a response
When writing a persuasive message, you can validate the readers by
-recognizing their needs and wants -showing respect for them -expressing appreciation for their views and preferences
Effective apologies will achieve important results, such as
-repairing working relationships -rebuilding your reputation
Accepting negative feedback from performance reviews...
-requires a great deal of emotional intelligence -requires recognizing and naming negative emotions -may involve feelings of fear or anger
When audiences hear stories as part of a business presentation, they...
-retain information included in the stories -are more likely to act based on what they hear
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
The following types of supporting materials would be the most effective for the audience members who are professionals with green MVSs...
-statistics
The following should be verified when reviewing a business presentation...
-supplementary materials are well prepared -the electronic slides have been proofread -related technology is in working order
People will be more easily persuaded when you:
-take a personal interest in them -demonstrate that you are seeking benefits for them -understand their needs
When delivering bad news, you should...
-take a positive tone as you discuss solutions -suggest solutions that the recipient can control -discuss steps that can be taken to overcome the current situation
Which of the following are items in a business report that tend to increase the effectiveness of the author's recommendations?
-the cost and other implications -a rationale -clear steps that would help achieve and objective
When creating chart, you should consider the five most important elements, including...
-the descriptiveness of the title -how easily a reader can process the information -the sufficiency of the information
The following statements are true for most surveys...
-the surveys should be short
In general how long should an executive summary be?
One page for every 10 to 20 pages in the report
Influencing others in a fair, honest way to see the merit of your ideas and act on your request is called:
Persuasion
Common sales theme that is almost always present, either figuring prominently or de-emphasized in a brief mention near the end of the message?
Price
One way to pass the FAIR test for respect would be to seek to have the bad-news message you are delivering...
recognize the inherent worth of others
The ultimate proof of a chart's effectiveness is when readers
remember its core message for some time after viewing it
Which of the following would generally have low effectiveness in the opening of a business presentation?
sharing a large set of statistical data
In a bad-news message, the buffer...
should appear at the beginning of a message
To express sympathy for people who are receiving bad news, you should...
show genuine concern and appreciation
To maintain precision while compiling a report, the researcher should...
study the facts from various perspectives before reaching conclusions
When turning down an idea or request from a colleague, it is important to avoid...
the appearance of moral superiority
In routine business correspondence, the primary message should appear in:
the first sentence or two
Routine business messages should be constructed like other good writing, through use of
-drafting -reviewing -planning
What three aspects of bad news should you consider when deciding how to deliver the message?
-controllability -severity -likelihood
AIDA Model
-awareness -interest -desire -action
Which process can be completed quickly for most routine messages?
AIM
Which type of business report usually includes financial statements in addition to a company history and mission statement?
Annual reports
The filtering of news at each level of an organization is known as...
the mum effect
When you justify a routine request, you should provide:
the rationale for the request in your message
Reframing statements refers to...
turning a negative emotion into a productive response
Richer channels of communication are most appropriate for bad news...
with low controllability and high severity
Most effective for external persuasive message
you-voice
The following would be considered a business announcement:
-a mass email informing customers that the company is moving -a notice that the office Christmas party will be held in the conference room -a statement that the company is changing its dress code
The following elements of a persuasive message are included in the body of the message:
-a need -a rationale -a solution
The following would be a good buffer in a bad-news message...
-a neutral statement in the subject line of an email
Which of the following methods is an approach to business communications designed to help presenters not make the mistake of presenting evidence without first stating a central position?
-PREP -position -reason -evidence -position
During the delivery of bad news...
-a positive tone can make people feel positive about receiving negative feedback -it is important to notice the recipient's nonverbal behavior -a negative tone can make people feel negative about receiving positive feedback
What is the best choice for conveying a large amount of precise data?
-a table
The following statements about bad-news messages is correct...
-They can be delivered through mix of channels -They are usually best delivered vocally, face-to-face -Sometimes is is preferable to deliver them in writing
The conclusions and recommendations in a business report should be focused on...
-a clear business problem
The following conditions are met when a chart provides readers with sufficient information...
-the units of measurement are clearly labeled -data values are provided at each point on the chart as needed -readers can quickly grasp the meaning of what the chart is showing
What are traits of messages that are most likely to gain the attention of listeners?
-they are delivered by reliable sources -the are formed around the listener's interests
What is true of routine business messages?
-they convey straightforward information -readers are unlikely to resist them -readers usually respond positively to them
In a business report, bulleting is used for which of the following?
-to break up dense blocks of text -to group information visually for easier comprehension
How to make the situation better for recipients of bad news...
-use the right mix of communication channels -understand how the news affects recipients -deliver the news in a timely manner
A report without a problem statement is likely to...
-wander aimlessly -be considered unimportant
In which of the following situations are cover pages typically used?
-when the report will be submitted to decision makers outside the organization -when the report is formal -when the report is more than 10 pages long
The following elements are part of the basic documentation of a book used as a source according to APA style and MLA style...
-year of publication -book title -author's name
Primary research is the analysis of data collected by...
-you -consultants under your direction -colleagues under your direction
Timing the delivery of bad news...
-you can lose credibility if others think you have wrongfully waited to deliver bad news -if you deliver bad news without knowing the details, you can create unnecessary worry
An appreciation message should be:
1. simple 2. genuine 3. personal
How long should it normally take readers to understand the key concepts depicted in a chart?
10-15 seconds
True or false: emotional appeals are typically unhelpful and counterproductive because audiences generally rely on reason to make their decisions?
False
To ensure that persuasive message do not harm others, you employ the :
FAIR Test
Researchers have been using surveys more recently lately because..
Surveys are now relatively easy to conduct online
The filtering of bad news at each level of an organization is known as...
The mum effect
Cialdini Six Principles of Influence
Weapons of Influence
Who would be the best person to read your persuasive messages and give you feedback?
a trusted colleague who does not entirely share your enthusiasm for your ideas
The most crucial component of the FAIR test is checking for...
accuracy
Superlatives
an exaggerated or hyperbolical expression of praise. phrases such as: -best product on the market -state-of-the-art technology
A person reading a well-crafted announcement should grasp all of its important information
in 10 to 15 seconds
To help people overcome core attachments to embrace new ideas, products, and services communicators need to know how to...
make emotional appeals
A document that explains why a business goal is beneficial and details how resources and funds will be allocated to meet the goal is known as a ...
business proposal
In a routine business message, how long should the primary message be?
no more than 10 words (details to support the primary message can run 20 - 80 words)
The part of a persuasive message that asks the recipients to make a first move towards purchasing a product or showing agreement with an idea is known as the
call to action
Primary research is usually preferable in preparing a business report, because it
can be customized to specific projects
The following should be provided throughout your business report to indicate any information taken from others sources...
citations
When giving a negative performance review of an employee, you should...
comment only things that you have observed, not thoughts and feelings
Seeking performance feedback at work...
helps you develop skills to move ahead
Text taken word-for-word from a source is called a
direct quotation
Compared to written proposals, speeches and presentations are better suited to capitalize on...
emotional appeals
When presenting an audience with charts and tables and other numerical information, which of the following should be your primary concern?
emphasizing the message that you want the audience to remember
The first task of most persuasive messages is to
gain the attention of the readers.
One important aspect of delivering bad-news messages it to...
give the news without waiting too long
Messages that include directions usually
offer guidelines for specific tasks
When bad news must be delivered...
planning should begin as soon as possible
Which component of a business report frames the overall message in order to help decision makers follow the text?
preview statement
What provides a compelling reason why a product, service, or idea will be useful to the audience?
rationale