MANA 3306 Final

To ensure the completeness of a business message, be sure to

be specific.

Validating is a way of

disagreeing well.

Which of the following is a deceptive research practice?

cherry-picking data and adjusting information in your favor

Generally, formal business attire projects

competence.

In the context of the AIM planning process, which of the following tends to be the single most important planning step?

identifying reader benefits and constraints

Being concise means

omitting needless words.

User 2.0 is most likely to

stay connected online all the time.

A disadvantage of online surveys is that

they are so common that respondents may get tired of answering them carefully.

Which statement about buzzwords is true?

They are trite due to overuse.

During a difficult performance review, a person with high emotional intelligence is most likely to

accept the negative feedback.

People are most likely to process information quickly when writers use

action verbs.

Glen is writing a memo to suggest that his company hire someone to act on its behalf in a foreign market. If he wants to improve the ease of reading of his message, which term should he use to describe that person?

agent

Which of the following is related to the first step in the AIM planning process?

analyzing your audience to make sure you are addressing their needs

Serena, the owner of Cozy Cloud Spa, wants to know how her customers feel about the experience at her location. One of the questions in her survey questionnaire reads, "On a scale of 1 to 5, how would you rate our prices, comfort, and service?" This question is ineffective because it

asks about multiple ideas.

According to the SOFTEN model of nonverbal communication, during a presentation you should

attempt to read your audience and get a sense for how much energy they have.

Chris's instructors have always commented that she is good at thinking of creative solutions. Being creative is a(n)

attribute.

During which step in the AIM planning process should you consider the constraints your readers face?

audience analysis

Adam is coordinating a video conference involving colleagues in different time zones using different technologies. In addressing coordination and resource issues, he is dealing with

constraints.

When business messages contain long paragraphs, readers are most likely to think the writer is

disorganized

The following is a quotation from a negative performance review delivered by a senior manager to a team leader: "I know you and your team have the potential to turn things around for our next performance review; hence, we need to totally focus on getting everything right from now on." This is an ineffective thing to say in a performance review because it

does not provide measurable and realistic expectations.

In the Durable Manufacturing Company, the president, Alicia Hernandez, makes no more than five times what the lowest-paid worker earns. Alicia is often seen eating in the workers' lunchroom because she likes to hear opinions about how the work is going. Which term best describes the culture at the Durable Manufacturing Company?

egalitarian

Although it may soften the blow of a bad performance review, the sandwich approach to delivering bad-news may also

encourage poor performers.

One advantage of using social media in the workplace is that social media

ensure quicker access to business expertise and knowledge. Correct

Which of the following communications can be appropriately conveyed through IM?

feedback on a colleague's proposal Correct

To show your sincerity in an appreciation message, you should

focus exclusively on the recipient. Correct

One way to solve the problem of overly lengthy paragraphs is to

focus on one idea or topic in each paragraph.

Which of the following is least important when analyzing data related to a business problem?

focusing on tangential issues

The first task of most persuasive messages is to

gain the attention of the readers.

Minh takes a job in Germany. On his first day, his manager tells him that he will be respected if he can motivate himself to succeed. Minh is encouraged to think about where he wants to go in the company and to discuss long-term strategies for achieving his goals. From this, Minh concludes that he is in a society with

high priority on future orientation.

Finn chooses to enter relationships only with people who share his interests in sports and work. Whenever he finds himself having less in common with a friend, he leaves the relationship. What cultural dimension does Finn display?

individualism

Which of the following is least crucial to most routine message development?

information gathering

According to management expert Stephen M.R. Covey, which of the following is foundational to permanent success?

inspiring the trust of others Correct

When business professionals enter into primary research with preexisting assumptions or conclusions, they are likely to

interpret the data incorrectly. Correct

Giles lives in a society where people are expected to solve their own problems. During business meetings, leaders do not waste time offering welcome or making social talk. Unfair treatment on the job is considered just the way life is. Which term best describes the type of culture Giles lives in?

low humane orientation

In order to focus your presentation on people, you should

make individuals and groups the subject of your sentences

To improve ease of reading when using headings in business documents,

make sure the headings accurately convey the contents of a section.

In low gender egalitarianism cultures,

men and women are expected to occupy different roles in society.

Jerry, the owner of Blue Sky Inc., needs to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jerry communicates this bad message in an evasive and misleading manner, it will likely

negatively affect Jerry's credibility

Because Jerri's manager has a hub motivational system (MVS), she should focus on using language that is

option-oriented.

Which of the following will damage the credibility of the author of routine messages?

overly general messages Correct

Takumi has to tell David that his attitude and mannerisms have offended some customers. He also must inform David that he is on probation for six weeks and will be fired if his behavior does not improve. Takumi should deliver this message in a(n)

personal meeting.

Chimamanda has written a 57-page report outlining key analytics for her company's website over the last year. To make the report more navigable for the executive team, she should

provide a structure that decision makers are familiar with.

If your audience is emotionally resistant to your solution, a good practice is to

provide the rationale before making the request.

Which of the following behaviors indicates engagement by employees?

putting in extra time to meet the company's goals

When you describe your own role and responsibilities to supervisees, they are more likely to

realize that you and they are mutually accountable

Which of the following can damage the objectivity of a business report?

recommending a rush to action

In the context of developing persuasive messages, the process of understanding the needs and values of others

requires a strong listening orientation.

One of the best ways to understand a potential employer's needs is to

research the strategic goals and unique challenges of the company. Correct

Jasmine wants to practice a relaxation technique before her presentation. Which of the following options should she avoid using?

reviewing the problem areas of her speech

Which of the following will help you ensure that your report is fair and effective?

reviewing your report from the perspective of decision makers

David has just been appointed leader of a new virtual team. He senses that the team members have doubts about each other's competence. What can he do to alleviate this situation?

schedule a time when people can share their professional accomplishments

Which of the following guidelines makes a presentation more effective?

speaking to your audience not the screen

In cultures that are low in uncertainty avoidance

tasks involving calculated risks, problem solving, and experimentation are preferred.

Which of the following is an example of a bad-news message that is characterized by high severity and high controllability?

telling an employee that her performance needs improvement Correct

What is one of the purposes of the preview in a presentation?

to generate interest among the audience

Good business writers maintain a listener-centered approach.

true; As you craft business messages, maintain a listener-centered approach. In the listener-centered approach to writing business messages, you seek as much input as reasonably possible from colleagues, clients, and customers.

When you are creating cover letters and résumés, you are writing persuasive messages.

true; Cover letters and résumés are persuasive messages that show how you meet the needs of your prospective employers

Many young managers fail to set expectations because they want to maintain a friendly feeling with subordinates.

true; Many young business professionals—especially first-time managers—are not comfortable with telling others what to do. They are nervous about overstepping their authority and disrupting a friendly feeling with subordinates. Failing to set expectations, however, can detrimentally affect credibility.

User 1.0 is most likely to

use email as the main communication tool.

If you specifically want your presentation to appeal to professionals with a green motivational value system, you should focus on

using dispassionate, precise language.

Which of the following should communicators avoid when delivering bad-news messages?

viewing delivery of bad news opportunistically

Which of the following statements about online presence is true?

A personal brand built through an online presence can help business professionals gain opportunities. Correct

Which of the following is a strategy to improve relationship management?

Build up the courage to have a difficult conversation.

A colleague asks you for advice on how to understand the audience of his persuasive message. Which of the following pieces of advice will you offer?

Consider the psychological principles that impact people's decisions.

How can you make sure that your business report meets the needs of the target audience?

Consider updating them about your progress in creating the report and involving them in the process. Correct

Which of the following is an example of projected cognitive similarity?

Deirdre assumes that other cultural groups have the same values as hers.

How does having a high level of trust impact communication?

It improves communication because people feel less resistance to ideas.

Which of the following statements about business reports is true?

It is important to strike a balance between objectivity and positivity in a report.

Which of the following is a disadvantage of conducting primary research into a business problem?

It is more time consuming than secondary research.

Typically, what should a LinkedIn profile accomplish for a job seeker?

It should be an elaborated version of your résumé and reinforce your professional narrative.

Which of the following is an advantage of delivering bad news in person?

One can effectively clarify and explain the bad news when it is delivered in person.

Which of the following is an impact of high self-management on interpersonal communication?

One controls emotional impulses that are not aligned with work and relationship goals.

Which of the following is a recommended guideline for reviewing business reports?

Run through the report numerous times, each time considering a different perspective. Correct

Which of the following is the most effective way of delivering a bad-news message to a long-term client?

Sandra meets with the client, provides a rationale, and discusses impacts.

Sarah has created a presentation to convince the executives at Sit Happens dog care, a regional chain of full service dog boutiques, to include behavioral training in employee interactions with canine clients. It hits every mark but one: it is difficult to visually distinguish key points from the rest of the slides. As a trusted colleague, which suggestion might you give her to improve her presentation for ease of processing?

She should use 28-point fonts for titles and 18-point fonts for body text.

Which of the following should you do when you resign from an organization?

Show graciousness and appreciation for the professional opportunities that were given to you.

Which of the following statements about manipulation is true?

The FAIR test can help you avoid sending manipulative messages.

Read the following request, which Shana sent to her supervisor. Then choose the answer below that best evaluates the email. SUBJECT: Request for vacation time in October Les, as we discussed yesterday, I would like to take the first week in October as vacation time. My niece is getting married, so I want to travel to San Francisco to help with last-minute planning. My current project ends September 20, so the trip should not interfere with any department deadlines. Would you be able to let me know by the end of this week so I can book my airline ticket while I can still get a discount rate?

The email is specific, positive, and shows concern for the department.

Which of the following best describes the performing stage of team development?

The four group members work at their assigned tasks efficiently and work together as needed.

Why is efficiency one of the primary goals when sending routine messages?

The volume of routine messages is high.

Which of the following is a trait of individualists?

They communicate directly to efficiently deal with work tasks and outcomes.

Kelsey pursues business opportunities aggressively because she believes that doing nothing can be very costly. Kelsey demonstrates a focus on action.

True; A focus on action implies that a person seizes business opportunities. You demonstrate competence by taking an active role in your business and by getting results.

Carries relies almost entirely on email to communicate with friends, family, and colleagues. The term User 1.0 applies to Carrie.

True; The term user 1.0 applies to individuals for whom email is the main communication tool.

You ask your coworker Darren to review your slides for a presentation, and he has trouble recognizing the most important ideas. To fix this, what will you change?

You should use bold or italics to highlight key ideas

Chun has designed a flyer to invite employees to a workshop about time management. She wants to know if it is inviting and clear. Which of the following colleagues could provide the best feedback?

a colleague in the Marketing Department

Erica recently joined Morris Investments, a financial firm. She is trying to decide what to wear to a business meeting where she will make a presentation to important clients. Which of the following should Erica wear?

a tailored business suit, dress shirt, hosiery, leather shoes

When he is working on his monthly reports, Gus has a habit of asking colleagues questions via IM instead of looking up data himself. Because of this, Gus is likely to be perceived as

a taker.

Which of the following is most likely to hold all of a work group's communications, such as updates, progress reports, and discussions?

a team blog

Jamal begins his presentation on supplemental insurance by telling a dramatic story about an employee who was able to keep his home because of having such insurance. What type of attention-getter is this?

a vivid example

Glyn has just graduated from college, and he has decided to apply for three different types of jobs. He should use the same cover letter and résumé for each application.

false; Cover letters describe your interest in and qualifications for a position. Whereas you may have one, two, or at most three versions of your résumé for various positions, you must uniquely tailor each cover letter to a particular position. No two cover letters should be the same.

Loud shouting coming from the next room or distorted formatting in an email message are examples of _____ noise.

physical

A mistake that many job applicants make while creating résumés is

trying to display everything they do well.

People with high self-management react defensively with a me-first attitude when threats are perceived.

False; People with low self-management react defensively with a me-first attitude when threats are perceived.

In order to encourage participation in a walkathon, the organization arranging the event offers free items, such as a T-shirt or a water bottle, to all the participants. Which of the following principles of influence is being used?

reciprocation

Messages that provide directions and messages that set expectations both involve telling others what to do.

true; Messages that provide directions share many similarities with those that set expectations. The primary distinction is that directions typically include specific—often step-by-step—guidelines for accomplishing particular tasks.

Which statement about choosing attention-getters for persuasive messages is true?

Posting a testimonial is a good attention-getter, particularly for external messages.

Manny likes to have the option of brainstorming, drafting, and revising his message before he delivers it. Which aspect of communication does he value?

planning

Tamar posted the following message to a discussion forum at work: "Reggie, your late report cost us a shot at being team of the month." What communication rule did she violate?

Avoid blaming.

Which of the following statements about a table of contents is true?

A table of contents is expected for nearly any report over ten pages long.

Which statement describes how writers should address the priorities of their targeted audience during the AIM planning process?

Assign importance to things, such as projects, goals, and tasks. Correct

A company president often states in her written and oral communications that she is answerable to the people who use the company's products. By repeating this so frequently, she most likely causes people to mistrust her.

False; By placing a rationale for accountability in your communications, you will generate substantial trust and goodwill from others.

Email is a form of synchronous communication, because the individuals involved can pay attention to and respond to communications at a time of their choosing.

False; Email is a form of asynchronous communication, which does not occur in real time. Individuals involved in such communication can pay attention to and respond to communications at a time of their choosing.

"The finance meeting will be at 10:00 on Thursday in the main conference room" is a good subject line for an email.

False; Good subject lines are generally five to ten words long. By contrast, poor subjects are either too short (1 or 2 words) and thus nondescriptive or too long (12 words or longer) and thus difficult to process.

Workplace email communication is typically considered informal because it is less permanent than print communication.

False; In the workplace, email communication is typically considered fairly formal. Remember that many more people can potentially see an email than would ever see a hard-copy of a message, so having high standards is even more important.

Which of the following is the best example of setting measurable and realistic expectations?

Marsha tells Eddie, a machine operator, to reduce the amount of defective parts he produces by 40 percent.

Prepositional phrases should be used in business messages to increase clarity.

False; Prepositional phrases are not bad in themselves. In many cases, they are perfectly appropriate. But their overuse leads to wordiness and less clarity.

A business memo is high in richness because the writer can carefully craft the messages at his or her own pace and on his or her schedule.

False; Written messages in the workplace are generally low in richness, since they typically do not allow immediate feedback and lack a variety of social, verbal, and nonverbal cues. Instead, they are high in control, the degree to which they can be planned and recorded.

Which of the following statements about cover pages is true?

Formal reports, regardless of length, always include a cover page.

Which of the following is a good guideline for messages that express sympathy?

Handwrite your expression of sympathy whenever possible.

Ellis gives a presentation to propose that his company, Ingenius Inc., eliminate its traditional departments and replace them with flexible teams that will allow employees to move from project to project as needed. He decides to use the PREP method of justifying this position. Which of the following is an example of the second step in the method?

He explains that, with the current structure, employees in one department may be underutilized while other departments are overtaxed

Carlton finds that a geographic restructuring would have a positive effect on his insurance company and increase its efficiency. He draws up a report for the board of directors in which he mentions that separate departments should be set up for each of the company's 10 sales territories. Which of the following statements is most likely to increase the positivity of his proposition?

I look forward to putting together a detailed plan to restructure the company geographically. Correct

Abby notices that her team's discussion forum has become contentious. Which of the following guidelines should she follow in this situation?

Meet in real time.

Which task are you most likely to do during the first pass of proofreading?

Imagine how the audience will respond. Correct

Which of the following statements about leading questions is true?

In surveys, leading questions produce unreliable and unusable information.

Which of the following guidelines should professionals follow in their social media use?

Join teams built around common interests.

Which statement about active voice and passive voice is true?

People tend to think in a doer-action-object pattern.

Which statement about persuasive messages is accurate?

Persuasive messages require a message structure that helps reduce resistance. Correct

Which of the following statements about pie charts is true?

Pie slices should complete a whole, that is, add up to 100% of a data series.

Which of the following guidelines should be followed to ensure that you are creating a complete business message?

Plan, write, and review your message strategically to provide all relevant information, but nothing irrelevant.

Which of the following should you do during a presentation?

Preview the slides before showing them.

At his last review, Lazar was told that his reports succeed at projecting a positive tone, but do not seem objective enough. Lazar has asked you, as a trusted colleague, to give him advice on how to improve that aspect of his work. Which of the following will you tell him?

Provide information, analysis, and advice that is sound, reliable, and unbiased.

What is the main challenge that authors of routine messages have to overcome?

Readers receive so many routine messages that it is hard to catch their attention.

What should you do when you cannot respond to a request made in an email?

Reply immediately to explain how soon you can respond in full.

Which of the following people is most likely to use a functional résumé?

Stephanie has worked as a chief financial officer for four companies over twenty-six years.

Which of the following is an example of the neutrality effect?

Sue writes an email in which she intends to express a positive emotion, but readers decode it as neutral. Correct

Which of the following statements accurately describes microblogs?

They contain just a few sentences per entry.

Which of the following statements from a résumé most effectively highlights a key skill or attribute?

Took inventory of all the stock in the store.

If you are specific in your message, then your readers are more likely to believe you are credible.

True; Being specific also affects the judgments your readers make about your credibility. Specific statements lead your readers to believe you know what you are talking about (competence), that you are not hiding anything (character), and that you want your readers to be informed (caring).

Carlos instant messaged his assistant, Dawn. Later, Carlos heard that Dawn was offended that he did not think she was important enough for a phone call. Carlos failed to consider the meta message of his text.

True; Professionals hold many different attitudes toward instant messaging. Before sending an IM, think about how the recipient will interpret it. One colleague might decode an IM as saying, "You are not important enough for a phone call."

Twitter is a Web 2.0 communication tool.

True; Web 1.0 communication tools are primarily passive and static. By contrast, Web 2.0 communication tools are interactive, customizable, and social. Twitter is an example of a Web 2.0 communication tool.

Posting about excessive weekend partying on Twitter can damage a person's chances of getting a good job.

True; Whether or not you have intentionally created an online presence, potential and current employers will judge your credibility based on online information about you.

Which of the following presenters interacts most effectively with the audience during a question-and-answer session?

Winona thanks each member of the audience who asks a question.

Which of the following accurately describes appreciation messages?

You should begin your appreciation messages with an expression of thanks. Correct

Geraldo has joined a small design firm that prides itself on having a non-hierarchical, creative work environment. Which type of business dress would most likely be appropriate for this office?

a tailored shirt with khakis or chinos

Tsitsi has been tasked to write a progress report for her marketing agency's largest account. What component will she include that she would not typically show up in other business reports?

accomplishments

In a blog post structured like a press release, what does the first paragraph do?

answers basic questions

Veronica, a sales manager at West Wind Apparel Company, is reviewing the performance of her team. She observes that one of her subordinates, Melissa, has performed poorly in the last quarter. When giving Melissa a negative performance review, Veronica should ensure that she

asks for Melissa's perspectives on her poor performance

The beginning of your presentation is critical because

audience members form quick impressions about you and your message during this time. Correct

To construct a reference list for your résumé, you should

build relationships with potential references over time.

Darl is in charge of facilities management at his company. He also believes in helping the environment. He knows the company can save tens of thousands of dollars in the long run by converting to energy saving bulbs and instituting energy saving policies across the whole corporation. After talking to CEO and board, he gets the go ahead to make the changes, but first they want him to write up a plan with a budget and plan for how he will use employees' time, also called a

business proposal.

During Kirk's presentation, one of his team members asked for the names of additional sources of information about the topic. He promised to get it to her, looked up the sources as soon as he returned to his desk, and emailed the information to his colleague right away. Which aspects of credibility were enhanced by Kirk's action?

caring and character

Greg is the purchasing manager at a jeans-manufacturing company. He knows he could save his company money by using cheaper, thinner cotton, but he says, "Our customers count on us to provide a durable product. I do not want to let them down." What quality does this demonstrate?

character

According to the SOFTEN model of nonverbal communication, you should

face the audience directly with a slight forward lean and upright posture during a presentation.

Business professionals who fail to do audience analysis for routine messages lose credibility.

false; Because you are generally working with straightforward matters and your audience is likely to respond positively, you will generally not need much time for audience analysis. The most important step in planning routine messages is message structuring. Since routine messages are so common and your readers are likely overloaded with so many other messages and tasks, your primary challenge is to make sure your readers pay attention. Therefore, your message should be direct and front-loaded. A poorly structured message can make it difficult for readers to find the information they need and thus damage the writer's credibility.

A successful professional should use an apology only as a last resort.

false; Business professionals who are high in emotional intelligence notice how their actions impact others. When they intentionally or unintentionally do harm, they seek to improve the workplace relationships right away. In some cases, making apologies is the appropriate response.

The FAIR test is seldom used for evaluating persuasive messages because they are not fact based.

false; By applying the FAIR test, you can avoid sending persuasive messages that manipulate others. This is especially important for sales messages, because any misrepresentation of your product or service is unethical.

During job interviews, telling stories about your successes can make you seem too arrogant to fit into the hiring organization.

false; During job interviews, telling stories about your successes can create a positive connection between you and your potential employers.

Complying with audience requests is a bad idea as it will cause you to lose your train of thought.

false; During your presentation, some audience members may ask for additional information or raise issues for you to look into. Comply with these requests promptly, and you will establish a reputation for responsiveness.

When colleagues work on team presentations, dividing up the presentation roles leads to a stilted, unnatural presentation style.

false; Early in your planning, you should make decisions about how you and your team members will gather information, analyze it, and present it. Similarly, you should make decisions about which team members will deliver various portions of the presentation. Consider which team members are best suited to explain certain types of information and which team members should open and close the presentation.

Ari's email asking her colleagues to donate clothing to a local homeless shelter is an example of an external persuasive message.

false; External persuasive messages are sent to people outside an organization.

Ted is compiling a survey on consumer preferences. In order to achieve the most accurate snapshot of their likes and dislikes, he should include more than 20 questions and ask respondents to spend approximately 30 minutes answering the questions.

false; Generally, surveys should be short. Rarely can you get accurate data from surveys that take longer than five minutes to complete. Most consumer research questionnaires contain fewer than five or six questions.

Compared to you-voice, I-voice is more effective at letting customers and clients know that you have considered their interests.

false; Generally, you-voice is more effective in external persuasive messages to customers and clients because it emphasizes the benefits they receive from your products and services.

In a pie chart, the largest slice should begin at 12 o'clock and go counterclockwise, and the second-largest slice should begin at 12 o'clock and go clockwise.

false; In a pie chart, the largest slice should begin at 12 o'clock and go clockwise and the second-largest slice should begin at 12 o'clock and go counterclockwise.

Internal persuasive messages tend to be less direct and explicit than external persuasive messages.

false; Internal persuasive messages tend to be slightly more direct and explicit, and they tend to be based on logical appeals. In contrast, external persuasive messages tend to be slightly more indirect and implicit, and they tend to be based on emotional appeals.

The main purpose of including true stories in presentations is to entertain.

false; It takes time to gather true stories for your presentations, so be alert for good ones. Remember, the purpose is always to make a point, not to entertain. If the stories have entertainment value, that is an added bonus.

Making eye contact with audience members while presenting can distract you from your message.

false; Maintaining eye contact with your audience is among the most important forms of nonverbal communication. It creates an immediate sense of connection when you meet audience members eye-to-eye. The very act of keeping eye contact forces you to think about your listeners.

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

false; Not only are readers less likely to comply when you do not provide enough information, but you also lose credibility. Once you establish a reputation for providing incomplete, overly general messages, your readers are less likely to pay close attention to your future messages.

The bar chart, due to its limited forms, is less versatile than the pie chart or the line chart.

false; The bar chart, with its many forms, is the most versatile type of chart since it can be used to compare many types of data.

In making a table of contents, Maria lists out her recommendations in clear bullet points.

false; The table of contents contains all first-level headings and sometimes all second-level headings.

Writers should typically use the active voice when they want to avoid blaming others or sounding bossy.

false; While the active voice is the preferred writing style for most business writing, the passive voice is sometimes better when attempting to avoid blaming others or sounding bossy.

In a résumé, you ought to list any personal details that most people would find admirable.

false; Writing résumés and cover letters requires the discipline to tell a story of how your key abilities and attributes will provide value to an employer. You should generally avoid details about your personal life, especially those that some people may find objectionable or unprofessional.

In performance reviews, providing feedback only on observable actions typically provokes defensiveness.

false; You can accurately observe actions and results; however, you can never know the thoughts and feelings of others with certainty. Furthermore, if you focus on attitudes and intentions, you are far more likely to be perceived as judgmental and provoke defensiveness.

Javier, a recent college graduate, is preparing his first résumé. He decides to list all his previous jobs and all his major college accomplishments, including the awards he won for debate and as a member of sports teams. This decision will make his résumé more persuasive to employees.

false; Your résumé should tell a story of the value you can provide to a company. Like other persuasive messages, it is stronger if you have a central sales theme. A mistake that many job applicants make is trying to display everything they do well.

Which of the following is a component of the AIDA approach to mass sales messages?

gaining attention Correct

While researching the feasibility of converting her company's products to solar energy, Hermina reads several reports on innovations to lithium batteries and photovoltaic cells. Some of the reports suggest any energy using device should begin to incorporate solar into its design, while others argue that the batteries still do not hold enough charge and remain cost prohibitive for products like those of her company. To demonstrate her own original thinking, Hermina should

generate her own conclusions and recommendations

Daniel, the owner of D's Inn, wants to graphically represent a comparison of his restaurant's market share with those of the top competitors in the same city. His research findings suggest that D's Inn has the largest market share. In order to present this data most effectively, Daniel should

highlight the focal point using color or labels.

Carlos has been assigned the task of creating an effective business message aimed at encouraging healthy habits in the workplace. He uses the AIM planning process. Which of the following should he do during the information gathering stage?

identify problems that prevent employees from making healthy choices

In a press-release style message, the "story" is written in third person in a style often referred to as

inverted pyramid style.

Readers are more likely to react positively to a message if the writer

is clearly concerned about the issues discussed.

Which of the following makes a chart ineffective?

keeping the chart title nondescriptive

Which of the following will help you maintain a flexible approach during your presentation?

knowing the key messages of your presentation

Which of the following is an example of a bad-news message that is characterized by high severity and low controllability?

laying off an employee

If you ask about salary, compensation, and other perks on the first interview, you

may send the message that you care more for yourself than the employer.

Katie is more likely to buy a product if she hears that it sells out quickly. Her behavior illustrates the psychological principle known as

scarcity.

Adina is looking for concise, easy to understand research on ways to motivate Millennial workers at her workplace. Which of the following research sources is least likely to provide the kinds of information she needs?

scholarly journals

Kara's company uses an internal social networking platform. Kara's posts usually involve awards she has won or praise she has received. She rarely comments on others' posts. Others will most likely see her as

self-promoting.

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done?

setting deadlines

Which of the following is most likely to lower a person's credibility?

slanting facts

A person who has to deliver bad news should avoid

taking the blame for something that is not his or her fault.

One possible negative effect of texting and other forms of instant messaging is that

the brevity of messages can make them sound bossy.

Kojin works for a social media website that caters to senior adults and allows them to engage with their families over the Internet for a small subscription. Currently, the company has focused on retirement communities, but Kojin thinks they would get more subscribers by focusing on seniors who live by themselves. He should prepare a presentation for senior staff that focuses primarily on influencing which member of the company?

the marketing director

During the Information Age, the role of public relations broadened, and it came to be seen as a key component of

the marketing mix.

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After telling the story of a sandwich chain that trained its workers in a particular customer service approach, he says, "Within six months, their complaints dropped by half, and their customer satisfaction increased by 18 percent." What aspect of a business story does that statement represent?

the moral or lesson

Mena is worried about telling her boss that her team failed to meet one of its four deadlines last month. Instead, she says that the team is doing well and hitting most of its targets. This is an example of

the mum effect.

Aaron needs help to meet a big deadline. Katy, who is not normally on his team, volunteers to help out. They meet the deadline. Aaron writes a heartfelt email to Katy to thank her for her help, but Katy does not respond. Her behavior is likely an example of

the neutrality effect.

What is the goal of most public relations messages?

to create a distinctive brand for a company or organization

Why should the important contents of a long business report be summarized in an executive summary?

to enable decision makers to quickly understand and act on the report findings

In order to help readers create a mental map of her report, Ashton writes a preview statement to frame the overall message.

true; Reports are often lengthy and dense, so preview statements can help decision makers follow the direction of your text. Also, preview statements frame the message, allowing readers to create a mental map of your key takeaway messages.

By reviewing his report before submitting it to his CEO in order to be sure that it contains sound, reliable information, analysis, and advice, Juan is taking an appropriate step toward making his report objective.

true; While creating business reports, you should project objectivity—the sense that you are providing information, analysis, and advice that is sound, reliable, and unbiased.

Which of the following techniques is most likely to make business messages more positive?

using constructive terms

If you specifically want your presentation to appeal to professionals with a blue motivational value system, you should focus on

using relationship-centered terms.

You and your coworker Cho sit through a presentation that Cho laughingly describes as "death by PowerPoint." When you discuss the presentation afterward, you can think of only one thing the presenter did correctly. Which of the following characteristics of the presentation helped rather than hindered ease of processing?

using simple charts and diagrams

Pete, the marketing manager at Regal, believes that an employee should always act ethically and should also report instances of unethical behavior that he or she encounters. This belief held by Pete is an example of a

value.

Just before Ellen goes to bed at 11:00 p.m., she realizes that she forgot to confirm a meeting she is supposed to attend the following day. She texts her colleague the following message: "Hi, it's Ellen. Are we still on tomorrow at 3:00?" What should she have done differently?

waited to send the text right after she arrived at the office the next day

Venting negative feelings is one of the most effective strategies for de-escalating anger.

False; A common misperception of many business professionals is that venting negative feelings helps people cope with anger. Study after study has shown that venting is temporarily satisfying, but it rarely makes anger go away, especially when the venting is intended as retaliation.

Which of the following is a feature of a culture with high future orientation?

appreciating visionary approaches to business problems Correct

Sally attends a meeting that focuses on brainstorming how to solve a particular problem. The agenda is fluid, and the team adjusts the time it spends on various tasks as needed. This is an example of a coordination meeting.

False; Coordination meetings primarily focus on discussing roles, goals, and accountabilities. Coordination meetings typically include many agenda items with a reasonable expectation of accomplishing each item in the allocated time. What Sally attended was a problem-solving meeting, which typically involves more fluid issues that are less easily classified as discrete agenda items and less easily given time allotments.

In a conversation with a co-worker, Chin makes sure he completely understands the other person's point and then explains why he disagrees with it. Chin has failed to practice the skill of holding judgment.

False; Holding judgment does not mean that you agree with everything you hear or that you refrain from critiquing the other person's ideas. Rather, it is a commitment to hearing the entire version of other peoples' ideas and experiences.

James has accepted an entry-level position at a company in South Korea, which has a hierarchical culture. James should expect to take part in his company's decision making right away.

False; In hierarchical cultures, people expect power differences, follow leaders without questioning them, and feel comfortable with leaders receiving special privileges and opportunities. Power tends to be concentrated at the top. Decision making is more centralized.

A manager who wants to hire an effective leader should focus on applicants who are extroverts.

False; In the last ten years, a variety of research has debunked the idea that introverts are less effective at leading. This research has shown that extroverts and introverts each possess many leadership qualities and essential professional traits. For companies to succeed, they must find ways to tap into the strengths of both extroverts and introverts.

After the marketing team gave a presentation, their manager, Maurice, asked in frustration, "What were you thinking?" In this context, Maurice's question shows a learner mind-set.

False; On the most fundamental level, good questions reflect the learner mind-set, and poor questions reflect a judger mind-set. In the example given, Maurice's question conveys the message, "You must not have been thinking when you created this," so it displays a judger mind-set.

Marta is a German woman who was just hired by a multinational company. It will be helpful for her to assume that her colleagues in Brazil will conceptualize time the same way she does.

False; People of various cultures conceptualize time differently. What seems fast in one culture may seem slow in another. Germany tends to have a faster pace of life while Brazil has a slower pace of life.

Readers will respond better to a business message that has an objective, uninvolved tone.

False; Readers judge a message partially by its tone—the overall evaluation the reader perceives the writer to have toward the reader and the message content. Readers will judge your message based on how positive and concerned they think you are.

People who have low self-management should avoid doing self-talk because it makes them too self-centered.

False; Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." To improve self-management, people need to practice self-talk and visualize responding effectively to challenging interpersonal issues.

It is important to avoid analogies when constructing arguments.

False; Strong analogies bolster arguments, but to build well-reasoned business positions, you should avoid weak analogies. Weak analogies lead to inaccurate conclusions and recommendations.

A manager who acts out of self-interest is more likely to be viewed as credible than one who does not.

False; Your ability to gain credibility strongly depends on your ability to show that you care for the needs of others.

Ed is going to work for a year in the Netherlands, which he has learned is even more egalitarian than the United States. What should he expect his new company to be like?

His coworkers will respect leaders for their competence, not their position.

Which of the following statements is an example of disagreeing diplomatically?

I feel that I did not have a chance to explain my actions.

Chuck is the chief financial officer of his company. At the annual meeting, he gives a presentation that contains only positive financial news even though the company had a lay-off in the previous year. What impact is Chuck's presentation likely to have on the employees?

It will create mistrust because the presentation did not offer the whole truth.

Which of the following describes a team in the forming stage of team development?

Nick, Julie, Raul, and Ming take turns sharing their background with the others.

Roland and Quan are both on the staff of a car dealership. Roland is always asking colleagues to cover his shifts, but he never returns the favor. Quan often covers shifts for colleagues even though he rarely takes time off himself. Which statement best describes the difference between Roland and Quan?

Quan is a giver, and Roland is a taker.

Cultures with low performance orientation societies generally

are relaxed about starting things on time.

Team leader Val always follows through after meetings by asking all participants for an update on their assigned action items. What effect is this likely to have on her team members?

They will perceive the team meetings as important.

Marianna perceives that Ed, the meeting facilitator, seems to have chosen a side. As a result, Marianna may be reluctant to share her opinions.

True; A facilitator acts from a neutral position to get each person to participate in a conversation and ensure that each agenda item is properly discussed. The issue of neutrality for facilitating is critical. If others view the facilitator as predisposed toward certain positions or perspectives, they are less likely to express their real thoughts.

In recent years, employees have increasingly judged their upper managers to be ethical.

True; In recent years, perhaps in large part due to public scandals, employees of companies in the United States have observed higher ethical behavior within their companies and generally view their upper managers as ethical.

Kai, who wants to be a veterinarian, has lined up a summer internship working for a local veterinary hospital. That kind of experience will help him develop competence.

True; People develop competence in many ways: through study, observation, and, most importantly, practice and real-world business experiences.

It is the duty of government employees to act visibly, predictably, and understandably when dealing with the public

True; Transparency involves sharing all relevant information with stakeholders. Those affected by administrative decisions, business transactions, or charitable work should know not only basic information but also the mechanisms and processes involved. It is the duty of civil servants to act visibly, predictably, and understandably.

In content and form, a business message should typically

avoid any form of self-centeredness. Correct

Mario works for a research firm. He discloses a client's confidential information publicly. This action is an example of a

business ethics violation

Salina, the expeditor at RingPro Gasket Manufacturer, writes a memo asking her manager to buy her a new computerized system for tracking customer orders. She claims that if she does not get this system, chronically late deliveries will ensue. Her manager turns down her request. Salina made the mistake of using

either/or logic.

Dina has been offered a job at a longstanding financial institution with a hierarchical culture. Which of the following should she expect to encounter when she starts work?

employees who are discouraged from openly challenging leaders Correct

Difficult conversations can be handled successfully by

hearing everybody's story.

Which barrier to effective listening involves neglecting listening because of pressing deadlines?

lack of time

In the course of creating an effective business message, excellent business thinkers are most likely to

make well-reasoned conclusions and solutions.

Elena knows that she is especially vulnerable to work stress today because she had a fight with her husband last night. Therefore, Elena does ten minutes of meditation on her lunch break, and later when she feels herself getting frustrated during a meeting, she counts to ten before making a comment. What quality does Elena's behavior demonstrate?

self-management

Which of the following is a reason that organizations use virtual teams?

to save money

Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing?

treating others without courtesy

When team members experience conflict because they are trying to make sense of competing ideas about how the team should work, they are in the storming stage of team development.

true; In the storming stage, team members open up with their competing ideas about how the team should approach work. This stage is typically the least productive, since team members are attempting to make sense of uncertain roles, goals, and priorities.

A major difference between high-assertiveness and low-assertiveness cultures is that people in low-assertiveness cultures tend to

use cooperative language and emphasize quality.

A learner mind-set implies that

you are committed to understanding other peoples' versions of interpersonal interactions.