MANAGEMENT 301
Which of the following uses passive voice to present the bad news? Question options: Although we were impressed with your application, we have no positions available at this time. Because your qualifications did not match our current needs, we are unable to offer you an interview for the administrative assistant position. We are unable to interview you for the administrative assistant position at this time. Although the administrative assistant position has been filled, we wish you well in your job search.
Although the administrative assistant position has been filled, we wish you well in your job search.
Samantha wants to begin searching for a job using the Web. The best source for her online search will probably be __________. A)a large job board such as Monster B)a niche site that relates to her specific degree C)a company's website D)a mobile app such as Indeed Job search or Job Aware
C)a company's website
The first step in the employment process is to _______________. A)contact your references B)purchase a professional interview suit C)analyze your interests and goals and evaluate your qualifications D)write a customized and persuasive résumé
C)analyze your interests and goals and evaluate your qualifications
The No. 1 social media site for job searching and recruiting is __________. LinkedIn Facebook Twitter Google+
The most important part of a bad-news message is the __________. Question options: closing buffer explanation of the bad news subject line
NOT closing
You must decline an employee's request to telecommute three days per week. Which of the following is the best explanation for the refusal? Question options: Your daily presence in the office is important to ensure regular customer contact. Your work standards cannot be relied upon unless we are able to observe you at the office. Unfortunately, we cannot afford the expenses associated with telecommuting. Our current company policy does not allow telecommuting.
Your daily presence in the office is important to ensure regular customer contact.
business writing should be purposeful, economical and creative formal audience oriented lengthy
audience oriented
When you must write a message to identify a wrong, the message is called a(n) ___________ message. adjustment claim goodwill inquiry
claim
translating a message from its symbol form into meaning involves encoding communication noise feedback decoding
decoding
the richest communication channel is an business letter face to face conversation email telephone conversation
face to face conversation
Mary is writing a letter of transmittal to accompany a report to her client. the transmittal letter should announce the the topic of the report, tell how it was authorized, briefly describe the project, and list the sections of the report and any appendixes highlights the reports findings, conclusions, and recommendations identify the writer of the report market additional services or prodcuts
highlights the reports findings, conclusions, and recommendations
When writing an adjustment message, you have three goals: to rectify the wrong, to regain customer confidence, and to _______________. promote future business and goodwill prove that the error or problem will never recur apologize for the error or problem verify the honesty of the customer's claim
promote future business and goodwil
What is the best advice when writing a career objective for a résumé? Avoid the words entry-level, which can downplay your talents. Focus on your needs so that employers will know your expectations. Make the objective general so that you can be considered for multiple positions. Use complete sentences and the pronoun I.
Avoid the words entry-level, which can downplay your talents.
In which of the following situations would the indirect strategy be most appropriate? Question options: CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1. Division Manager Bradley Kohler must tell his employees that Tuesday's staff meeting will be canceled. Operations Manager Karen Bauer must inform stockholders that the company experienced an increase in revenue for the fiscal year. Human Resources Specialist Julie Newhouse must notify staff members about the new wellness incentive.
CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1.
Brooke worked 15 years as a graphic artist, but she lost her job due to downsizing within her company. She must now write a résumé to begin her search for a new job. What résumé style would be best for her to use? Infographic résumé Video résumé Chronological résumé Functional résumé
Chronological résumé
You have started a bad-news message with the following statement: Your contributions to our community's recycling efforts have been outstanding. What type of buffer have you used? Question options: Appreciation Agreement Facts Compliment
Compliment
Which of the following is the most appropriate opening for an adjustment message granting a claim? Although you purchased your smartphone "as is," we might be willing to make an exception in your case. Thank you for your letter of September 14 in which you detailed the problems you are experiencing with your smartphone. First, please allow us to sincerely apologize for any inconvenience this unfortunate situation has caused. Enclosed is authorization for you to take your smartphone to your local dealer for repair.
Enclosed is authorization for you to take your smartphone to your local dealer for repair.
Which of the following would best refuse a customer's claim? Question options: The damage to your iPad is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your device. We are sorry that company policy prevents giving you a full refund for your iPad. Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee. Because you damaged the iPad by trying to repair it yourself, we are unable to give you a full refund.
NOT The damage to your iPad is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your device.
Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate when __________. Question options: personal contact is impossible the customer is angry the customer's request will be denied resale or promotional materials are unavailable
NOT the customer's request will be denied
What is the best advice for creating the main heading section of your résumé? Include an eye-catching e-mail address such as [email protected]. Include your current work e-mail address so that you can check it frequently. Avoid bolding or italicizing your name. Place your name as the first line of the main heading.
Place your name as the first line of the main heading.
Which of the following is the best advice when delivering bad news personally? Question options: Strike while the fire is hot; that is, deliver the bad news while you are passionate about the issue. Focus on the present situation only. Prepare your comments prior to delivering the bad news. Deliver the bad news alone, especially if you anticipate resistance or a confrontation.
Prepare your comments prior to delivering the bad news.
You must deliver bad news to your employees. What advice should you follow? Question options: Record your bad-news message on YouTube so that employees can watch the video when it is convenient for them. Begin your message with the bad news to prevent employee anxiety. Start with a neutral or positive statement that transitions to the reasons for the bad news. Let the employees find out through the grapevine rather than delivering the bad news personally.
Start with a neutral or positive statement that transitions to the reasons for the bad news.
Which of the following would be the most effective opening for a thank-you note? I can't believe you did this for me! My meeting yesterday went well. Please accept this note as an expression of my deep gratitude for the selfless favor you performed for me yesterday. Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager.
Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager.
Which of the following is the best sentence for a cover message? To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at (555) 555-1234 to arrange an interview. I will be available for an interview on Tuesday, March 11. I hope to hear from you soon. Please call me any time at your earliest convenience.
To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at (555) 555-1234 to arrange an interview.
Which of the following will maximize the hits your résumé receives from an applicant tracking system? Avoid descriptions of interpersonal traits or aptitudes. Include as many abbreviations and acronyms as possible. Describe your experience, education, and qualifications in general terms. Use accurate, specific names of schools, degrees, products, job titles, and companies.
Use accurate, specific names of schools, degrees, products, job titles, and companies.
An e-portfolio is ______________. an electronic copy of your résumé recorded on a CD or flash drive a collection of digitized materials that gives a snapshot of the candidate's qualifications the addition of work samples and personal information sent as an attachment to an embedded résumé the name given to résumés posted on job-search websites such as Monster.com
a collection of digitized materials that gives a snapshot of the candidate's qualifications
If you choose to use handouts, it is usually best to distribute these ______________. after your introduction after you finish speaking when you are ready to discuss the first point on the handout during your conclusion
after you finish speaking
which of the following sentences de-emphasizes the bad news although the company cannot reimburse you for the tuition costs, you may attend class during work hours because we pay only for in-house classes and workshops, you will not receive company funds for tuition costs although you can attend class during work hours, the company cannot reimburse you for tuition costs because of our educational benefits policy, you may not receive funds for tuition costs
although the company cannot reimburse you for the tuition costs, you may attend class during work hours
all of the following are functions of graphics except to clarify data add visual interest make complex data easy to understand demonstrate a writers word processing abilities
demonstrate a writers word processing abilities
Garrett must respond to a customer's online post regarding a problem the customer experienced when ordering a new smartphone. Garrett should practice the following tips except__________. Question options: deny that the problem occurred investigate the situation suggest a refund or a discount on future services respond quickly and constructively
deny that the problem occurred
the third phase of the 3x3 writing process involves analyzing your audience writing the rough draft conducting research editing, proofreading and evaluating your document
editing, proofreading and evaluating your document
writers who put themselves in the receivers shoes to focus a message on audience benefits are using the skill of clarity coherence frontloading empathy
empathy
Which of the following contains a condensed version of a longer report table of contents letter or memo of transmittal introduction execuative summary
execuative summary
an effective paragraph eliminates any supporting sentences for concise writing focuses on a single main idea developes multiple ideas to add length and substance uses sentences written in oly the active voice
focuses on a single main idea
which statement about formal business reports is most accurate formal business reports present findings and recommendations formal business reports are much shorter than formal proposals formal business reports do not include any research or data analysis formal business reports are written as a response to a request for proposal
formal business reports are much shorter than formal proposals
most routine writing tasks, such as composing email messages or informational reports, require information that you can collect informally scientifically supernaturally formally
informally
One of the most effective strategies for reducing stage fright is to __________. know your subject thoroughly picture your audience without any clothes dress in an expensively and expertly tailored suit look at only one audience member with whom you feel a connection
know your subject thoroughly
Visual aids serve all of the following purposes except _________. increase audience interest lengthen presentations improve audience comprehension and retention emphasize and clarify main points
lengthen presentations
__________ are the preferred communication channel when a confidential and formal record of a transaction is required for business conducted outside an organization. letters voice-mail messages text messages podcasts
letters
your report discusses trends in net profits over a period of four years. to visually display these trends, you should use a pie chart excel spreadsheet line chart bullet points
line chart
communication is defined as the transmission of information and meaning from a sender to receiver. The most important element of this definition is Information Meaning Transmission Reciever
meaning
The key to ethical communication, especially of bad news, lies in the __________ of the sender. Question options: organizational skills motives writing skills directness
motives
In the education section of your résumé, you should __________. include only high school information until you graduate college avoid including your GPA to save valuable space list all college courses that you have taken to give the employer a complete picture of your extensive background include relevant seminars attended, workshops completed and study abroad opportunities
nclude relevant seminars attended, workshops completed and study abroad opportunities
how many typefaces should you use in a business document up to five at least three no more than two at least ten
no more than two
anything that interrupts the transmission of a message in the communication process is called noise encoding communication channel feedback
noise
Kendall is participating in a work team. his team is currently discussing alternatives, evaluating outcomes, applying criteria, and prioritizing alternatives. kendalls teams is in the phase of team development norming forming storming performaring
norming
According to experts, what is the greatest failing of business writers poor organization poor editing and proofreading skills limited vocabulary unclear sentence structure
poor organization
Zoom presentations _____________. Are less cinematic and interactive than other forms of multimedia slides Convey information in a linear manner present information in "3D" have replaced PowerPoint completely
present information in "3D"
the primary purposes of business writing are typically to inform and persuade; a common secondary purpose is to promote goodwill avoid lawsuits create supporting documentation comply with government regulations
promote goodwill
nearly every research project should begin by reviewing secondary data conducting an interview developing a survey recording a list of potential experimental activites and personal observations
reviewing secondary data
all of the following are techniques to increase white space within a document except creating shorter sentences and paragraphs incorporating headings including belleted or numbered lists selecting an appealing typeface
selecting an appealing typeface
you want to incorporate graphics into a report. what advice should you follow manipulate the graphics figures to make them more impressive place all graphics in the report appendix use lots of color and labels to add visuals interests for your readers selector appropriate captions or titles for the graphics
selector appropriate captions or titles for the graphics
which of the following statements about teams is least accurate decisions are arrived jointly are usually better received because team members are committed to the solution and are willing to support it teams generally make better decisions than individuals teams can respond more quickly to issues and company needs than individuals teams present more risks for individuals
teams present more risks for individuals
which of the following sentences does not include a redundant expression the fundamentals of our economy are strong the price options are exactly identical each and every employee will be pleased to learn about our new benefits offerings your participation in this survey is absolutely essential to help us create products that meet your needs
the fundamentals of our economy are strong
a company would most likely prepare a proposal for which of the following reasons to announce a new welleness program for employees to make an offer to solve problems, provide services, or sell products to advertise for applications to fill an open position to deliever bad news to employees
to make an offer to solve problems, provide services, or sell products
All the following are appropriate reasons to use the direct strategy to communicate bad news except__________. Question options: when the bad news is not damaging when the firmness is necessary when the receiver may overlook the bad news when the bad news is personally upsetting
when the bad news is personally upsetting
When an audience is ____________, you should be calm, deliver your ideas evenly and slowly, and include objective data and expert opinion. friendly uninterested neutral hostile
hostile
Which of the following statements about today's job market and job search is most accurate? A)Today's employment process emphasizes the needs of the applicant. B)Technology has become an integral part of the job-search process. C)Employees can expect to remain in the same job throughout their careers. D)Most résumés are first read by screening committees.
B)Technology has become an integral part of the job-search process.
Which of these patterns follows the suggested order of parts in bad-news messages using the indirect strategy? Question options: Buffer, bad news, and closing Buffer, reasons, bad news, and closing Bad news, explanation, and closing Explanation, bad news, buffer, and closing
Buffer, reasons, bad news, and closing
The best method for finding a job in today's competitive job market is through __________. A)classified ads B)the Web C)an internship D)networking
D)networking
Which of the following statements would be most impressive within a summary of qualifications section on a résumé? Knowledgeable in a variety of income tax software packages Processed an average of 24 tax forms daily with 100 percent accuracy Enjoy working with others Familiar with corporate and individual tax returns
Processed an average of 24 tax forms daily with 100 percent accuracy
osh is drafting a message about the substandard quality of his recently purchased Fitbit. What should Josh put in his opening? a detailed explanation of the nature of his problem with the Fitbit the details justifying his claim a goodwill statement a clear description of the desired action
a clear description of the desired action
Claire and Brandon are in the first pahse of the writing process as they prepare a formal report for a client. in the phase, they should conduct research to make sure that the report is thorough and informative write their first draft select words that much the mission and vision of statements of their client analyze the audience and determine the purpose of the message
analyze the audience and determine the purpose of the message
The body of a short (20 minutes or shorter) presentation should focus on ___________. approximately two to four main points as many points as necessary to convey your message at least five to eight main points up to ten points
approximately two to four main points
Positive message share all of the following traits except ____________. are routine and straightforward make up the bulk of workplace communication help workers conduct everyday business are only communicated through memos and e-mail
are only communicated through memos and e-mail
Goodwill messages are most effective when they ________. focus on the sender include formal language avoid mentioning specific characteristics of the receiver are short, focused, fresh and enthusiastic, and genuine
are short, focused, fresh and enthusiastic, and genuine
The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and __________. Question options: sees that the message was presented on high-quality letterhead notices that the direct strategy was used understands who caused the problem believes that the matter was treated fairly and seriously
believes that the matter was treated fairly and seriously
What is the best advice for writing goodwill messages? deliver a goodwill message promptly send a goodwill message to show appreciation only for a gift or monetary award make a good impression by giving a ready-made card instead of writing your own message use pretentious or flowery language
deliver a goodwill message promptly
gina will graduate from Tulane university in july, her brother will graduate from Arizona state university in December is an example of a fragmented sentence comma splice complete sentence run-on sentence
comma splice
Brittany is preparing a market analysis for her business plan and knows she will have to conduct formal research to gather the information she needs. to conduct formal research, she should brainstorm for ideas look in her companys files conduct interviews and surveys or organize a focus group talk with her boss
conduct interviews and surveys or organize a focus group
megan is creating a property description for a new real estate brochure. to make her brochure effective, megan should anticipate her audience by identifying the propertys outstanding traits and describing them clearly considering what the readers are like and how they will react to the message including only pictures of the property concentrating on the price and value of the property
considering what the readers are like and how they will react to the message
proofreading includes which of the following tasks determining whether the message should be written using the direct or indirect strategy correcting spelling, grammar, punctuation, names and numbers, and format fine tuning sentence and paragraph structure imporving content and tone
correcting spelling, grammar, punctuation, names and numbers, and format
you need to write a report that shows a company profits by divisions located in different regions around the country. you should organize your report by creating sections of the report that represents each geopgraphic region comparing or contrasting each divisions arranging the information chronologically according ot the date the profits were generated at each location incorporating extensive primary data to assure the reader of your credibility
creating sections of the report that represents each geopgraphic region
The most important step in preparing for an oral presentation is to ____________. determine appropriate visual aids decide on the purpose of the presentation organize your ideas using an effective organizational pattern decide what to wear
decide on the purpose of the presentation
An important part of the job-search process is developing a personal brand. Personal branding involves _________. getting a new tattoo that reveals your uniqueness deciding what makes you special and desirable in the job market answering interview questions using success stories writing a persuasive résumé
deciding what makes you special and desirable in the job market
Which of the following is the best recommendation for delivering an effective oral presentation? Ad lib your presentation so that you come across as natural and conversational Memorize the entire presentation so that you don't have to use notes Read the entire presentation to the audience so that you don't overlook anything important deliver your presentation extemporaneously
deliver your presentation extemporaneously
Professionalism is important only in large companies emphasizes technical skills necessary for job performance describes desirable workplace behavior refers to those behaviors exhibited only to customers
describes desirable workplace behavior
You should do all of the following in the introduction of a presentation except ________. introduce yourself and establish your credibility preview the main points of your presentation develop the main points with adequate explanation and details capture your listeners' attention and get them involved
develop the main points with adequate explanation and details
when writing a formal business report, you should begin by conducting research to identify the most credibles sources of information developing a statement of purpose that explains the goal, significance, and limitations of the report analyzing the primary and secondary audiences for genger, age, income, and education completing a feasibility test of the market scope, economic indicators, and environmental impact
developing a statement of purpose that explains the goal, significance, and limitations of the report
When you write messages that request information or action and think your request will be received positively, you should organize your message using the __________ organizational strategy. direct pivoting chronological indirect
direct
Many business writers use the block letter style to format their letters. All of the following are characteristics of the block style except ________. using unjustified, or ragged right margins beginning all text at the left of margin using standard 1 to 1.5 inch margins double spacing of the entire letter
double spacing of the entire letter
which of the following sentences uses language that is bias free we need 15 man hours to complete this project all business executives and their wives will be attending the banquet each nurse is responsible for charting the status of his or her parents the Asian doctor graduated from UCLA
each nurse is responsible for charting the status of his or her parents
Which of the following statements about public speaking skills is most accurate? recruiters rank effective public speaking skills low on their list of most sought after skills desired in employees the fear of public speaking cannot be conquered individuals are born with the ability to speak effectively in public effective public speaking skills are important for all employees
effective public speaking skills are important for all employees
A cover message should always _____________. give a complete overview of your education and work experience emphasize reader benefits explain to the reader why you really need a job state your salary requirements
emphasize reader benefits
Rhianna must give a presentation to stockholders of her company. She wants to use a multimedia presentation to help convey her ideas. What is the best advice for her to follow as she develops her content slides? record all of her ideas in paragraph form rather than using a bulleted list to increase audience comprehension and retention use at least ten bulleted points per slide to avoid white space use complete sentences to convey her ideas ensure that listed items use parallel grammatical form
ensure that listed items use parallel grammatical form
Business managers, heather lopez, expected her employees to be displeased or even hostile when she announces a new work schedule that will become effective next month. an effective organizational strategy for heather is to put the bad news first get to the main idea quickly by frontloading begin with the main idea explain all background information first
explain all background information first
When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and __________. Question options: use a harsh tone so that your receiver knows that the bad news is final assign blame for the negative news avoid apologizing explain your message clearly
explain your message clearly
When speaking to an audience that is ________, it is oaky to use any organizational pattern, involve the audience, be warm and pleasant, and include humor and personal stories. neutral hostile friendly uninterested
friendly
The two most effective techniques for helping your audience understand and remember your speech are ___________. striking quotations and well-placed gestures startling statistics and colorful visuals proper business attire and effective eye contact good organization and intentional repetition
good organization and intentional repetition
All the following are tratis or skills that define professional behavior except civitly hard or technical skills social intelligence business and dining etiquette
hard or technical skills
collecting information before composing a message is important primariliy because doing so determines the format and layout guarantess unified sentences and coherent paragraphs helps shape message eliminates the need for any revision
helps shape message
To come across professionally during a business presentation, ___________. try not to pause because periods of silence will confuse your audience talk as quickly as you can to keep your audience interested present your first sentence from memory apologize whenever you make a mistake
present your first sentence from memory
which of the following identifies the three phases of the writing process analyzing the audience, adapting to the audience and selecting a communication channel prewriting, drafting, and revising information, persuading and entertaining identifying the purpose, writing economically and orienting the audience
prewriting, drafting, and revising
all of the following stements about proposals are accurate except proposals can be informal and formal proposals are written for internal or external audiences proposals are informative documents proposals may be solicited or unsolicited
proposals are informative documents
Most workplace messages ____________. deliver bad news to customers or employees involve persuasive strategies are positive or neutral require verification by a legal department they are sent
re positive or neutral
heather had just started a new job and wants to project professionalism through her voicemail. what advise should she follow respond to any message that she recievs within seven business days record a personal greeting that includes her name, her phone number, and an invitation for leaving a message use the same voice message even when she is on vacation or out of her office use voice mail to avoid taking any phone calls to ensure that she completes her daily tasks
record a personal greeting that includes her name, her phone number, and an invitation for leaving a message
the first step in the communication process is sender encodes the message sender has an idea sender selects channel and transmits the message receiver decodes message
sender has an idea
careful writers document their sources to avoid charges of plagiarism, to instruct the reader to pursue the topic further, and to strength their arguments and add credibility to their reports meet government regulations demonstrate their writing abilties add length to their reports
strength their arguments and add credibility to their reports
Business writers prefer the active boice because in active voice sentences the subject is the doer of the action subject is the recipient of the action doer of an action is concealed bad news is de-emphasized
subject is the doer of the action
Which of the following statements about creating effective PowerPoint presentations is least accurate? use as many special effects as possible to keep the attention of your audience consider the cultural background of your audience when choosing background colors to ensure originality, avoid using predesigned templates if you'll be giving your presentation in a darkened room, use dark text on a light background
use as many special effects as possible to keep the attention of your audience
you can establish a professional yet conversational tone in business messages by intergrating bigger or more complex words such as domincance hierarchy instead of line of command including current expressions and slang such as my bad or snap using familiar words and pronouns such as I or you using common texting abbreviations such as btw and lol
using familiar words and pronouns such as I or you
which of the following is a compound sentence we know that youll want to receive the early bird pricing; therefore, please register for the conference by October 15 if you want to attend the conference, register by October 15 although the deadline is October 15, there is still time to register; however, you must do so online register for the conference by October 15 so that you can receive a special discount
we know that youll want to receive the early bird pricing; therefore, please register for the conference by October 15
Which of the following statements represents the most courteous use of language will you please submit the proposal by Monday you should get the proposal done ASAP you have to submit the proposal by Monday you must submit the proposal by monday
will you please submit the proposal by Monday
which of the following sentences best demonstrates the you view we take pleasure in announcing that our management trainee seminars are the best in the industry our management trainee seminars take place at convenient times on weekends you can improve your chances for promotion by attending our management trainee seminars our management trainee seminars will cover essential supervision and leadership skills
you can improve your chances for promotion by attending our management trainee seminars
which of the following represents positive business writing we have no openings are this time your order will be shipped as soon as we receive credit authorization the network upgrade will not be completed until next week employees may not work overtime until the beginning of the next month
your order will be shipped as soon as we receive credit authorization
