Applied Comm Chapter 7-12

Your team is preparing a report on customer preferences for your online and phone help desk. The team gathered data from a survey of six questions. The short questionnaire was administered by help desk associates during service calls and chats. The survey asked about customer preferences and also collected zip code, income, gender, and age. Now you want to cross-tabulate the data from the survey. Online chat is efficient. Male Female 18-24 25-35 Strongly agree14%30%22%12%Agree68%46%48%69%Disagree11%20%17%14%Strongly disagree7%4%13%5% This table will allow you to cross-tabulate and analyze the location and gender of participants because The results are inaccurate. The table would need additi

will not The table would need additional columns of zip code information.

You want to persuade a former colleague, whom you worked with at an IT consulting firm in the sales department, to join your network marketing team to sell home kitchen baking products. You know that your former colleague, Ciana, is ambitious and is looking for new professional opportunities. When you try to persuade Ciana to join your team, what should you highlight? The freedom of creating your own schedule Correct Career path options the partnership provides The benefits of meeting new clients and business partners

Career path options the partnership provides

Interpreting Data for the Report Reader Select the best response to the following question. When you look at data in relation to other facts, what step in the data interpretation process are you completing? Context Synthesis Isolation

Context There are three steps in the data interpretation process: isolation, which includes looking at each distinct piece of data on its own; context, which consists of examining data in relation to other bits of information and situational facts; and synthesis, which ¡s putting all the facts, data, and relationships together to understand what it all means for your business idea.

our coworker, Jake, is composing a message to reject one of his employee's suggestions for their departmental retreat. Jake asks you for advice about writing bad-news messages that involve rejecting ideas. What advice should you give Jake about rejecting ideas? Check all that apply. Correct Explain the business realities behind the decision. Discourage the employee from offering suggestions in the future. Correct Find a point of agreement to use as a buffer.

Explain the business realities behind the decision. Find a point of agreement to use as a buffer. Jake needs to be careful how he rejects his employee's idea. He needs to deliver the bad news in a persuasive way that allows his employee to understand why the idea was rejected. To do this, Jake should focus on the business reasons for the decision. Jake should also use a buffer that identifies a point of agreement and recognizes the employee's hard work. In the reasons section, he should explain the business realities clearly and provide contextual information that the employee may not have known. Finally, Jake needs to be encouraging rather than discouraging. While this idea may not have quite worked out, Jake should keep the lines of communication open so that the employee feels comfortable presenting ideas to Jake in the future.

What should you look for as you make sense of data from your research? Check all that apply. Extreme values Data that contradicts other data Infographics

Extreme values Data that contradicts other data

Why should you evaluate the quality of the sources you include in your report? High-quality research increases your credibility. Your reader may or may not be interested in your opinion. Quality research will always make your report more engaging.

High-quality research increases your credibility. The quality of your sources influences the quality of your report. High-quality sources increase your credibility and help you make better decisions. Critically examine all your sources before including them in your report. Quality research does not insure your report will be more engaging. Your reader may or may not be interested in your opinion, but this is irrelevant since business reports are not about providing opinions.

You are preparing a report that compares adult literacy rates and health insurance coverage. You should begin your search for relevant sources with Google because Google uses algorithms to have the most cited information appear first. Library databases provide relevant articles that are most likely reliable and easily sorted. Internet sources are probably not reliable in this situation.

Library databases provide relevant articles that are most likely reliable and easily sorted. In this situation, you should begin your search with a library database because it will yield the most easily sorted and reliable results. Library databases include mostly peer-reviewed articles that are more easily evaluated. Google Scholar would be a good place to find a broader range of results; however, you would also need to spend more time evaluating the reliability of the sources before using them. Google will give you a very unrefined approach to research

In which of these situations do companies need to communicate bad news? Check all that apply. Service contracts cannot be fulfilled. The company had a bad quarter financially. A product or service is being discontinued. Shareholder dividends will be issued.

Service contracts cannot be fulfilled. The company had a bad quarter financially. A product or service is being discontinued. Issuing shareholder dividends would be a positive situation because it would mean that the company is doing well and earning significant profits. The other situations would be considered times when a company would need to announce bad news because in each of these situations there is negative change affecting some aspect or stakeholder of the company.

Kayla works at an accounting firm. She is preparing a persuasive request to her supervisor. Kayla would like to attend her cousin's wedding two weekends before April 15, the day income taxes are due. She needs to ask for three days off during the busiest time of year. What might be a good counterargument for Kayla to include? She can work remotely while traveling. Without time off, her productivity will decrease. Work-life balance is important.

She can work remotely while traveling. One way to address the obstacle is to find a way around it, such as working remotely while traveling. Work-life balance and time off are important, but given the timing of the wedding, these counterarguments will not likely elicit a positive response from the audience.

Refusing a customer's request almost always takes ________approach because the dissatisfied customer is ________ involved in the situation.

an indirect emotionally Refusing a customer's request almost always requires an indirect approach. Most dissatisfied customers are emotionally involved in the situation and don't want to be refused outright. For this reason, refuse a claim indirectly to maintain the customer's goodwill. In addition, use an appropriate tone that is not accusatory toward the customer. Be reasonable and respectful without accepting responsibility.

Your company leases office space. The owner of the building in which you are located is going to renovate the space you use and is working with company management to reconfigure the office. Your management team sends out a questionnaire that includes the following question: In your opinion, which of the following renovation items takes top priority? ____More natural lighting ____Reconfigured office layout ____More meeting space ____Improved restroom facilities ____Cafeteria upgrades This is not an effective question because It is biased—it should use a rating scale. It is open-ended but effective since it uses precise language. Each alternative covers one topic.

is Each alternative covers one topic. This question is effective because each alternative covers one topic. The question also uses clear and precise language. This question is not open-ended. It might have used a rating for a more nuanced list of options; however, the question will yield valid results as it is.

To: Mark Maloney From: Dennis Schaffer Subject: RE: Volunteer Coordinator Opportunity Hi Mark, I'm already booked. I am the director of our neighborhood's new community garden. I don't have time to coordinate your project, too. Best, Dennis The organizational plan of this message __________appropriate for the situation and request because ________

is not the response doesn't treat the request with gravity or build goodwill This message takes a direct approach, which is not appropriate for refusing a request that requires a large time commitment. Dennis should have used an indirect approach when refusing Mark's request for a favor that requires a large time commitment, such as coordinating volunteer efforts. Use a direct approach for routine requests that ask small favors.

Which of these options uses an approach you should avoid when closing your bad-news message on a pleasant note? If we can be of any further assistance, please don't hesitate to call. We look forward to meeting your future electronics needs. You may consider applying for the accounting intern position as an alternative.

"If we can be of any further assistance, please don't hesitate to call" is the option that uses an approach you should avoid. It uses a cliché. Avoid using clichés in your pleasant closing because they make your message seem impersonal and insincere, which is not a positive way to end the message. The other two options use techniques that are useful when closing your message on a pleasant note. One refers to a counterproposal. The other offers best wishes and alludes to a future relationship.

Which of these options interprets features using derived benefit? Correct The ultrathin 3mm design makes the device effortless to use. The thin styling is 3mm in width and the thinnest of its kind. The 3mm width is a feature that you will love.

"The ultrathin 3mm design makes the device effortless to use" is the option that presents features with facts and then uses derived benefit to create interest with the reader. The other two options do not include a reader benefit. The other two options do not include a reader benefit.

Which of these options uses an approach you should avoid when closing your bad-news message on a pleasant note? Don't forget to apply for an auto loan at our lowest rates of the season! We hope that you now understand and accept this decision. We have enjoyed our partnership with your firm and wish you future success.

"We hope that you now understand and accept this decision" is the option that uses an approach you should avoid. It reveals a doubt. Avoid revealing doubt in your pleasant closing because it undermines your credibility and the justification you provided in your message, and it focuses on the negative rather than the positive. The other two options use techniques that are useful when closing your message on a pleasant note. One refers to a counterproposal. The other offers best wishes.

When you are preparing a sales letter, you must begin your message preparation by selecting ___________.

A central selling theme Begin your sales message planning by identifying a central selling theme for your product or service. Beginning with your organizational plan is not an effective process: you need to know what you are writing about before you begin to plan the message. When you sit down to write a sales message, you already have in mind a specific product or service to promote.

Which of these is the best definition of a survey? A review of information on a certain topic that can be used to generate useful numerical data A written instrument with questions used to obtain information from recipients for business purposes A data collection method that gathers information through questionnaires, interviews, or telephone and e-mail inquiry

A data collection method that gathers information through questionnaires, interviews, or telephone and e-mail inquiry A survey is a data collection method that gathers information through questionnaires and other inquiry techniques. Questionnaires are written instruments used to obtain information. Questionnaires are the most frequently used method in business research. A survey is not a review of information; however, it is used to generate quantitative data.

In explaining your decision, what should you avoid mentioning? A different company offered you a position that is more aligned with your career goals Correct A different company offered you more money A different company offered you a position that is in a city closer to your hometown

A different company offered you more money When declining a job offer it is best to avoid references to the compensation and benefits offered by another company. Appropriate reasons for declining a job offer include job location and job responsibilities.

Your supervisor has asked you to prepare a situational report. Before you begin collecting data for your report, you should first: Determine the appropriate number of sources you will need. Analyze the intended audience for your report. Build credibility by choosing relevant sources to include.

Analyze the intended audience for your report. The report process should begin with a plan: define the report's purpose, analyze the intended audience, and determine what data is needed to solve the problem or make a decision. This planning should take place before you even begin collecting data. Building credibility through relevant research happens after you plan your approach and develop a research strategy. The number of sources you use will be based on the situation and can't be determined at the start of the project.

A company that makes a popular cereal for children was criticized for not including all of its ingredients on the label. A blogger with a big following among moms wrote how she was disgusted with the company, and hundreds of other moms went to the company's Facebook page to complain. Major news outlets started to cover the story. If true, what should the company do? Ignore the problem. It will go away in a couple days. Correct Apologize and ask for forgiveness. Delete the negative comments on their Facebook page.

Apologize and ask for forgiveness. In a crisis communication, when a company has done something wrong, it should apologize and ask for forgiveness. Deleting negative social media posts could make the situation worse. Ignoring the problem is not the best strategy for hoping it will go away.

When motivating action for your direct or implied request, which of these are good rules to follow? Check all that apply. Ask confidently. Use only sincere compliments. Make general requests. Keep requests reasonable. Use a forceful tone.

Ask confidently. Use only sincere compliments. Keep requests reasonable. When you are motivating action, whether you take a direct or indirect approach, provide a clear and direct call to action late in the message. Make sure that your call to action is as specific and clear as possible. Provide instructions. Let the reader know how and when to complete the action. Personalize your request to make it more sincere to motivate the reader. Never leave deadlines or interpretation open to the reader. Avoid flattery, insincerity, or a forceful tone. A specific, clear call to action will get a better response than a general request or hedged statement.

What should you consider when evaluating the quality of data from a web resource? Summary findings Design and layout Authority and accuracy

Authority and accuracy

You work in the administrative offices of a 24-hour day care provider. The company currently runs two facilities in town. Both facilities are at maximum capacity. The day care owner has asked you and a coworker to report on the market potential for adding a third location. Through secondary and primary data collection, you and your coworker have collected the following information on current demand for 24-hour services: 1.Where the highest number of current and projected customers are located2.Which employers would have the largest number of workers needing 24-hour child care3.What the projected demand might be over time You are now interpreting your data to write your report for the owner. You have analyzed employer interview data and are comparing the responses with national trends in day care provider services. You recognize trends in the need for 24-hour day care services and then begin to combine this data with

Contextualizing the data You and your coworker are Placing the data in context You and your coworker are placing the data in context, combining and comparing different bits of data to gain a bigger picture and context. The next step in the process is synthesizing the data to determine what it all means for your business problem. Before preparing your outline and report draft, you will need to synthesize the data to interpret its overall meaning.

What should you look for as you make sense of data from your research? Check all that apply. Data that reinforces other data Unexpected findings Cross-tabulation

Data that reinforces other data Unexpected findings When making sense of data, look for the following features: •Trends•Unexpected findings•Extreme values•Data that raises questions•Data that reinforces or contradicts other data Cross-tabulation is the process by which two or more pieces of data are analyzed together. It is not a feature to look for in analysis.

You are writing to your supervisor, the VP of operations, to request a transfer to the Chicago offices so you can be closer to your aging parents. What approach should you use? Indirect Correct Direct

Direct In this situation, since you are writing to a senior-level executive within the organization who may not read the entire message, use a direct organizational plan. While your request needs to be handled carefully and respectfully, you can still accomplish these goals while using a direct approach.

You should focus on the career path options the partnership provides. This will appeal to Ciana since she is ambitious and looking for new professional opportunities. Tailor the focus of your persuasive message to meet the specific needs of the person to whom you are writing or speaking. Creating your own schedule is a perk, and Ciana will benefit from the partnership; however, these benefits should not be the focus of your message because they don't emphasize Ciana's interests. Pathos is an appeal based on: Reasoning Credibility Correct Emotion

Emotion Ethos, pathos, and logos are ancient appeals that still apply to persuasive situations today. Ethos is an appeal based on credibility, pathos is an appeal based on emotion, and logos is an appeal based on logic and reasoning. When you are composing a persuasive message, consider which of these appeals will be most effective for the audience you are addressing.

When a company needs to communicate bad news about the organization in a crisis situation, the management team should communicate the bad news to the employees in order to avoid miscommunication and uphold trust .

Employees should hear the bad news first from company management. Clear communication from the management of the company helps avoid miscommunication and misinformation. A press release is not an appropriate way to communicate the bad news to employees because important company information should come from internal sources, not the media. If the media hears the news before your employees, it will undermine employee trust in the company. A public relations firm may be brought in to help the management team craft appropriate messages and execute a crisis communication plan; however, the message itself should come from the company.

You want a team of employees to work overtime in order to complete a project ahead of schedule. You send them a note to convince them to work overtime during the upcoming weekend. Which of these would be aspects of logic that you could use to help make your argument? Check all that apply. Facts about how this project will impact the year-end bonus Your opinion about the importance of completing this project on time Your expertise in project management and track record of completing projects you lead on time. Inferences about the likelihood of earning future business

Facts about how this project will impact the year-end bonus Your opinion about the importance of completing this project on time Inferences about the likelihood of earning future business Logical appeals are based on the aspects of facts (information that is indisputably true), inferences (information that is probably true), and opinions (information that is possibly true). Expertise is an aspect of ethos, an appeal based on credibility.

ou are on the board of a regional credit union. In order to keep up with national competitors, your credit union has decided to add a $3.50 monthly checking fee for all checking accounts. You will need to communicate this information to your management team, all employees, and credit union members. What information will you need to include in your message to the personnel management team? Check all that apply. Fee amount The effect the fee will have on the competition When the fee goes into effect

Fee amount When the fee goes into effect

You work for a large wedding planning company and are writing a report on 3D printing to help your company decide whether it's beneficial to invest in a printer that can print customized wedding favors. You find a research study that documents the costs associated with purchasing and maintaining various 3D printers. You need to determine whether you should include this information in your report. What questions should you ask yourself about the research study to evaluate it? Check all that apply. How many sources do the authors site? How consistent is the data with that from other studies? How was the data analyzed?

How consistent is the data with that from other studies? How was the data analyzed? As you evaluate the research study, ask yourself: •What was the purpose of the study (and who sponsored it)?•How was the data collected?•How was the data analyzed?•How consistent is the data with that of other studies? These questions help you decide whether the data the study generated is appropriate for your report. For example, if a 3D printing manufacturer sponsors the study, the purpose of the study may affect the results, which may favor that group's positioning. The data from a sponsored study may not be as objective or useful as a more neutral study sponsor. Additionally, unreliable collection and analysis methods will lower the study's quality. It is not necessary to ask when the study was last updated. The answer to the questions about the number of sources will not help you evaluate the quality of the information within the study.

What will be the major concerns of the personnel management team? Check all that apply. How to communicate the fee increase to customers How the fee increase will affect customer satisfaction How the fee will affect member accounts

How to communicate the fee increase to customers How the fee increase will affect customer satisfaction When you communicate with the management team, you will need to include the cost of the fee, the date it goes into effect, and the business reasons for the decision. You will need to include this information because the management team will be concerned with how they need to communicate with customers regarding the new fee and how this change may affect member accounts and customer satisfaction. You will not need to include information about how the fee will affect the competition.

You are writing a report to recommend how to improve communication and reduce e-mail overload at your office. You conduct a communication audit as part of your research for the report. As part of the audit process you plan to send a questionnaire to all employees. You include the following five questions in your questionnaire. 1. Do you currently receive the majority of your information through e-mail? ____Yes ____No 2. All the information I receive is not very useful in performing my job. ____Yes ____No 3. On a daily basis, how much time do you currently spend communicating via e-mail?____________ 4. How much time did you spend last year communicating using a cell phone? ________________ 5. How do you currently send the majority of your information? _____E-mail _____IM _____One-on-one meetings _____Company intranet The order of these questions is ____ because All of the questions are clearly stated. Similar top

Ineffective Current usage questions should be placed next to one another. The organization of these questions is not logical or effective. To make the organization follow a more useful logic, the current usage questions should be close in proximity.

Which of the following is an example of secondary data you might use while researching a report? Observational notes Internet sources A survey you conducted

Internet sources are an example of secondary data that you might use when researching for your report. The other two choices are examples of primary data. Primary data is information you collect and use to solve a specific problem. Secondary data is collected by someone else for another purpose. Secondary data may be published (journals, Internet resources, brochures, and technical reports, for example) or unpublished (company records, personal files, legal documents, and medical records, for example).

Vikki is about to receive her first performance appraisal. She has been working hard since being hired six months ago, but she anticipates receiving some constructive feedback from her supervisor. What advice would you give to Vikki about how to receive constructive feedback? Check all that apply. Listen without commenting for a while. View the feedback as an opportunity. Begin applying for new jobs if the feedback makes you nervous about your job.

Listen without commenting for a while. View the feedback as an opportunity. Vikki should view the feedback as an opportunity to improve. In addition, she should listen to the feedback without commenting for a while to keep herself from interrupting her supervisor. Applying for new jobs is a way of ignoring the feedback and overreacting to the situation.

Which of these are goals in communicating bad news in a professional setting? Check all that apply. Open negotiations for solutions. Protect the company against lawsuits. Incorrect Prevent further unnecessary discussion.

Open negotiations for solutions. Protect the company against lawsuits. When delivering bad news, the best outcome is often just getting the readers to understand and accept the decision in order to minimize the negative consequences. To this end, you should have several goals in communicating bad news. These include: 1. Make the decision clear. 2. Help the audience accept the message. 3. Prevent further unnecessary discussion. 4. Preserve the company's image. 5. Protect the company against lawsuits. 6. Maintain a goodwill relationship. Communicating bad news is difficult because you are often communicating a decision with unfortunate consequences. Opening negotiations for solutions would indicate that the decision isn't final. In that case, you would not be writing a persuasive message.

Which of these is true of opening statements meant to capture a reader's attention in short, persuasive messages? Correct Opening statements may draw the reader into your message with an unusual fact. Opening statements should always be very specific and focused. Opening statements never begin with a question.

Opening statements may draw the reader into your message with an unusual fact. Good persuasive introductions grab the readers' attention and motivate them to keep reading by being interesting, relevant, and short. One way to draw readers into your message is by opening with an unusual fact or a rhetorical question. Don't make the opening statement of your direct or indirect message too specific.

You work as an intern. You have been asked to research and report on how to use social media to increase participation in a fun running event your company is sponsoring for a local charity. Which sources would provide you with the most useful information on the demographics and size of your target market for the run? Check all that apply. Google Maps Past fun run records Registration files The Census Bureau

Past fun run records Registration files The sources that are going to be most effective for helping you determine the demographics and size of your target market for promoting the run would be past run records or registration files. Google Maps would not help you find information on your targeted run participants. The Census Bureau would not provide detailed enough data.

When should you use persuasion in a business message? When reporting important information When the other person may resist your efforts When the reader is sympathetic to your ideas

Persuasion should be used when you may encounter resistance from the reader. When the reader is sympathetic to your ideas, you do not need to use persuasion. When you are reporting information, you do not necessarily need to be persuasive because you may not encounter resistance.

Raul works in human resources for a pharmaceutical company. He was asked to survey the employees on whether they think the company should cancel its holiday party and make a charitable contribution with the money it would have spent on the party. He surveyed 150 employees and found that 106 of them said to cancel the party. Of the remainder, 41 said not to, and 3 didn't care. What would be the best way for Raul to display this information? Map Pie Chart Bar Chart Line Chart

Pie chart

What is one important fact that Sheila may interpret from this data? Quilts are traditional items that take time to construct. The weather in the West is too hot for quilts. Quilt sales have dropped the most in the Southern region.

Quilt sales have dropped the most in the Southern region. There are two ways in which this chart is confusing and inaccurate. First, the horizontal axis begins at 200 instead of zero, creating a misleading impression of how different the numbers are. Second, the title doesn't help make the point. The title "Quilt Sales Fall in Every Region" would better tell the story. There is a smaller problem, as well: The word "quarter" should be written out in the legend to make it match the other items. The chart is fine as a bar chart because it is comparing quantities. The fonts are fine as they are because they are consistent and easy to read. One important fact that Sheila can interpret from this data is that quilt sales have dropped the most in the Southern region. It would be a false assumption to accept that the other options were valid interpretations without incorporating other outside information.

Jake Collins purchased the DV8 l000blogger digital video camera and was quickly disappointed with the product. He wrote the following review on the company's online product review site: Jakeman - RATING: 1 Star Just bought the DV8 1000blogger cam. What a piece of garbage! The website claims it has an "ergonomic design." Whatever. Maybe it's ergonomic for an orangutan. It takes two hands to zoom and focus. How are you supposed to hold the camera? A tripod would work, but then why buy a blogger cam? Might as well hire a film crew. In addition to being a pain in the you-know-what to operate, the touch screen is hard to navigate, and it's so last century. The video quality ¡s pretty solid, but who can take a video when you can't even focus the camera or manage the files? Avoid the DV8. It's a waste of time. The new intern in the customer service department has been asked to respond to Jake's post. What advice should you

Show appreciation for the feedback. Show appreciation for the feedback.2.Reinforce positive aspects of the review.3.Address the negative aspects directly.4.Invite the customer to experience the company's alternative products or services. The intern should not ignore the negative comments. He should use them to understand the customer's needs and address the concerns. Ignoring the post does not help. Companies should take advantage of situations such as this to build customer loyalty and engage customers in positive ways.

Sheila is the national sales manager for a chain of retail stores that sell beds and bedding. She is preparing a report on annual sales and created this chart to include in the report: What can Sheila do to improve the chart? Check all that apply. Make it a pie chart instead of a bar chart. Start the horizontal axis at zero so the differences in the numbers are not exaggerated. Change the title to "Quilt Sales Fall in Every Region."

Start the horizontal axis at zero so the differences in the numbers are not exaggerated. Change the title to "Quilt Sales Fall in Every Region."

What should you do when creating an infographic? Check all that apply. Strive for standalone sense. Make sure the design complements the message. Prioritize eye-catching visuals over conveying information.

Strive for standalone sense. Make sure the design complements the message. Infographics, or information graphics, are popular because they are more comprehensive and graphical than a single table or a chart. When creating an infographic, use your design to create hierarchy, organize your message, and emphasize the most relevant points. Your design should complement your message. You should also use clear, simple explanatory text to make sure the graphic makes standalone sense. Infographics turn out to be bad and ineffective when designers focus more on eye-catching visuals than conveying information.

Select the best response to the following question. When you consider all the facts in relationship to one another, what step in the data interpretation process are you completing? Synthesis Isolation Context

Synthesis There are three steps in the data interpretation process: isolation, which includes looking at each distinct piece of data on its own; context, which consists of examining data in relation to other bits of information and situational facts; and synthesis, which ¡s putting all the facts, data, and relationships together to understand what it all means for your business idea.

Displaying Quantitative Information Select the best response to the following question. What is the advantage of showing numerical data in a table? Tables make trends more obvious. Tables are always consistent and reliably formatted. Tables allow for easy comparisons of figures.

Tables allow for easy comparisons of figures. Tables are useful ways to present numerical data, especially when there are figures that need to be compared easily. Tables are not always formatted the same way. Tables, like any visual representation of data, require careful formatting and attention. To represent trends in data, use a graph, not a table.

Carol is delivering a bad-news message to her manager, who prefers that all messages be delivered directly. She needs to inform him that the budget analysis he requested won't be ready on time. The analysis was due at the end of this week; however, she won't have it ready until next week at the earliest. Which is the best opening paragraph for the message? The budget analysis is going to be late by a week. Everything we do here at ACE Supply is important and done with an appreciation for perfection. You and I both recognize the importance of upholding these standards. Because the April numbers were late coming in from several departments, the budget analysis you requested will be completed early next week.

The best option for the opening paragraph of this bad-news message is "Because the April numbers were late coming in from several departments, the budget analysis you requested will be completed early next week." Since your supervisor prefers direct messages, the first paragraph of the message should present a brief rationale along with the bad news. The other two options are either too brief with no rationale or too indirect for a reader who prefers direct information.

Amy is delivering a bad-news message to all company employees. She needs to inform everyone that the "Movie on the Lawn" day scheduled for Thursday night has been postponed a week due to predicted thunderstorms. Which is the best opening paragraph for the message? Due to predicted thunderstorms this Thursday, "Movie on the Lawn" night will be postponed one week. Consider this situation: You are sitting in your lawn chair next to your best work buddy. You hear thunder and then see a flash of lightning. Do you just sit there, or do you move out of the bad weather? "Movie on the Lawn" night has been postponed.

The best option for the opening paragraph of this bad-news message is "Due to predicted thunderstorms this Thursday, 'Movie on the Lawn' night will be postponed one week." Since it is insignificant news that will not elicit a strong emotional reaction—and as such should be delivered directly—the first paragraph of the message should present a brief rationale along with the bad news. The other two options are either too brief with no rationale or too indirect for an inconsequential message.

You are responding to a negative online review from Josh North about a faulty 7X headlamp your company sells at its online retail site. Which would be the best option for your response message? Thank you for expressing your opinion. While we disagree with your assessment, your satisfaction is important. Returns receive free shipping for 30 days. Send in your 7X model for an exchange or refund. Correct Mr. North, your feedback is appreciated. We will share the information you provided with our supplier who manufactures the headlamp. Meanwhile, you might consider the Hinterlands model as an alternative. Too bad you had a bad experience. You are part of the 1% of our customers who are dissatisfied. Maybe you'd like a different brand. Other customers like you preferred the Hinterlands model.

The best option for your reply post is "Mr. North, your feedback is appreciated. We will share the information you provided with our supplier who manufactures the headlamp. Meanwhile, you might consider the Hinterlands model as an alternative" because it addresses the customer directly, expresses appreciation for the feedback, and invites the customer to try a different product.

You need to inform your client that your report will be late. Your client is from Korea and prefers a more polite and formal communication style. You prepare an indirect bad-news message and place the bad news toward the end of the message. Which option gives the bad news most effectively? Unfortunately, you won't get the report on Friday as requested. The report will not be delivered on time. For these reasons, you will receive the report next Monday.

The best option in this situation is "For these reasons, you will receive the report next Monday" because the bad news is tied to the reasons that justify the decision and is stated in polite, positive terms. The other two options are direct and focus on the negative aspects of the situation.

Which option gives the bad news most effectively? Now that you understand the situation a little better, I regret to inform you that you did not get the position. Given the limited resources and high demand for the work your team does, we have decided to keep you in your current position. Unfortunately, I can't grant you a promotion, but I'd like to keep the discussion open if you think you'd be interested in the future.

The best option in this situation is "Given the limited resources and high demand for the work your team does, we have decided to keep you in your current position" because it provides a transition from the reasons and focuses on the positive aspect. The other two options focus on the negative, make the refusal personal, or don't make the decision definitive.

Which of these statements would make a good opening for an unsolicited sales letter promoting high-speed Internet and cable services? The choice is yours. What choice? Digital Internet and cable are increasingly effective! If you are a typical Internet user, you spend almost 20 hours a week online.

The best option is "If you are a typical Internet user, you spend almost 20 hours a week online." This opening uses an unusual fact to gain the reader's attention. Other strategies for gaining attention include a thought-provoking statement, a rhetorical question, a current event, an anecdote, or a direct challenge. Neither of the other two options uses these strategies effectively. "The choice is yours. What choice?" poses a question, but it is unclear. "Digital Internet and cable are increasingly effective!" uses none of the proven attention-getting strategies.

Which of these options would be appropriate to justify your request to your workers? Correct Completing our current project early will allow the company to accept a large contract that will expand our year-end revenues to 25% more than last year's. Don't you think it would be in your best interest to participate and work overtime this weekend? Working overtime would be beneficial to all of us. We would be able to see a real difference.

The best option would be "Completing our current project early will allow the company to accept a large contract that will expand our year-end revenues to 25% more than last year's" because it provides relevant facts and statistics. Justify your argument with facts and statistics, relevant examples, and expert opinions.

To: Workshop participants From: John Lehman Subject: Invitation to Customize "Speak with Ease" Workshop Dear Workshop Participant: I am writing to request your participation in a survey that will help me calibrate the upcoming workshop. Your participation in a brief, two-minute survey will provide the information needed to customize your workshop experience. You will need to answer two types of questions as you complete the survey: personal and professional. You can find the survey by clicking on this link. Thank you in advance for your cooperation. Sincerely, John Lehman Which option is the best revision for the closing of the message? No revision is necessary. Your participation is very much appreciated. You can find the short questionnaire by clicking on this link. I look forward to seeing you at the workshop next month! Thanks for your help. Every survey that is completed gets me one step closer to finalizing

The best revision for the closing of this e-mail is "Your participation is very much appreciated. You can find the short questionnaire by clicking on this link. I look forward to seeing you at the workshop next month!" The other closing revision and the original are not reader-focused and use tired phrasing.

Which of these situations require a situational business report? Check all that apply. The company needs to analyze quarterly sales trends on one of its popular product lines to adjust branding. The account manager needs to compile a weekly list of active customer accounts. Associates' sales numbers need to be tracked and compiled to determine who will receive a promotion. The financial planner needs to record the number of new clients she acquired this quarter.

The company needs to analyze quarterly sales trends on one of its popular product lines to adjust branding. Associates' sales numbers need to be tracked and compiled to determine who will receive a promotion. A situational business report is a report that ¡s produced only once to address a unique problem or situation. The information presented in situational business reports is used to make decisions and solve problems. Tracking sales numbers to determine a promotion and analyzing trends to adjust branding both require situational business reports. Compiling a weekly list and recording the number of new clients each quarter do not require a situational business report because they are ongoing reports.

Why should you focus on a central selling theme for your sales letter? A central selling theme makes it concise. Correct The main idea will be clear to the reader. Most products and services have only one major benefit.

The main idea will be clear to the reader. It is important to focus on a central selling point that will motivate your reader. One central idea makes the point of the message clear for the reader—repetition is an important rhetorical strategy. However, a central theme will not always make a sales letter more concise. Emphasizing a central themes does not suggest that your product or service only has one major benefit. Conversely, emphasizing too many features will result in no emphasis at all.

You work for Wanderlust Apparel, which sells specialty shoes and accessories online. You receive a request from a customer who demands a refund of $150.89 for a pair of orthopedic shoes with an insole that doesn't fit well. The customer has no receipt or record of when she purchased the item, and the purchase is not recorded in the company database. The company retains customer order records for three years on general purchases and five years on Elite Customer accounts. You must reject the customer's request. Which is the most effective justification to include in your message to the customer? To make returns and refunds easy for you, we retain all transaction records for three years on normal purchases and five years for our Elite Travel members. Your purchase does not appear in the records. We retain purchase transaction records for up to five years. There is nothing in our records regarding your purchase. It app

The most effective justification is "To make returns and refunds easy for you, we retain all transaction records for three years on normal purchases and five years for our Elite Customer members. Your purchase does not appear in the records." This option focuses on the justification while highlighting the benefit for the reader. Of the other options, one uses a tone that may insult the reader, and the other is too curt and to the point. Neither of these options will retain goodwill.

Which is the most effective justification to include in your message to the customer? If the product had been defective in the first two months, we would have replaced it for free and done so gladly. We stand by our products' quality by offering a 60-day refund policy on defective products. This ensures that if the product is defective, you have time to replace it. Defective products are not eligible for refunds after 60 days. We have this policy in order to protect the company and its investors. If we refunded every product that was worn out by normal wear and tear, we would be out of business.

The most effective justification is "We stand by our products' quality by offering a 60-day refund policy on defective products. This ensures that if the product is defective, you have time to replace it." This option focuses on the justification while highlighting the benefit for the reader. The other options do not have a friendly, objective tone.

You are an event coordinator for an annual bike race with national recognition. You are soliciting sponsors to underwrite various aspects of next year's race. Which is the most effective request? Correct To become an event sponsor and improve your brand recognition, complete the form below before January 31. Picture your name across the banner and complete the form below. If you think this might be an opportunity you are interested in, please consider completing the form below before January 31.

The most effective request for action is "To become an event sponsor and improve your brand recognition, complete the form below before January 31" because it is specific and confident and gently prompts action. The other two options are not as specific. One mentions a reader benefit but does not state a specific time or date. The other option is hesitant and includes no reader benefit.

HR recently conducted a survey on internal communication and efficiency and found that many employees are having trouble with the e-mail system. You are writing a request to the director of IT to consider upgrading the company's e-mail system. Which is the most effective example of a justification for this persuasive request? According to a recent study in Management Communication Quarterly, productivity is improved when technological barriers to communication are removed. Some experts in the field believe that you can be productive only if you aren't hindered and interrupted by communication technology. Like others, you and I believe that productivity is important. This productivity can be impacted by the actual technology we use to communicate with one another at work.

The most effective statement is "According to a recent study in Management Communication Quarterly, productivity is improved when technological barriers to communication are removed." This option provides specific information, and cites expert opinion. Additionally, this option avoids exaggeration, personal opinion, and vague statements.

Which statement from a manager to an employee is most constructive? When our client arrived today, you should have shook his hand. You were not professional when we met with our client today. You need to be more professional.

The statement "When our client arrived today, you should have shook his hand" is specific and actionable. The other two statements would be less meaningful to an employee because they are not specific and actionable.

During her meeting with her supervisor, Brent, Vikki received constructive feedback about her performance. After the meeting Vikki came to your office. Vikki said to you, "I am going to keep doing what I have been doing." How is Vikki reacting to the constructive feedback? She is ignoring the feedback. She is blaming herself too harshly. She is thinking the worst.

Vikki is ignoring the feedback. She should resist her first reaction, view the feedback as an opportunity to improve, and consider following up with her supervisor to thank him for providing the constructive feedback.

Why is it important to deliver bad news about jobs carefully? To create a sense of openness and freedom of choice To generate volunteers for early retirement options or relocation To avoid negative backlash and social media gossip about the company

To avoid negative backlash and social media gossip about the company Delivering bad news effectively to employees is important. It helps maintain goodwill and morale, which prevents negative backlash toward the company in social media channels. Just as angry customers can harm a company's reputation, employees can also damage the company's image if goodwill and positive relationships are not maintained. Perhaps even more important is the fact that treating employees with respect is the right thing to do. Freedom of choice and volunteers for early retirement options are not reasons to deliver bad news about jobs carefully. Not all bad news about jobs comes with different options or provides opportunities for early retirement. For example, if the company is reducing benefits, there may be no choice involved and the situation may not relate to early retirement.

Why is it important to communicate differently with each audience during difficult times? You don't need to share everything with everyone; you control who knows what about the situation. Audiences are not very understanding, so you need to make sure they don't feel left out in tough times. To maintain a positive and productive relationship with each audience group, you should address their concerns specifically.

To maintain a positive and productive relationship with each audience group, you should address their concerns specifically. In difficult situations, it is important to communicate with each audience differently to address their specific concerns and needs. This will help promote goodwill. While not all audiences need or want the same information, transparency is important in difficult situations. Don't try to manipulate the audience's perceptions by withholding information. When you address their needs directly, an audience is usually appreciative, supportive, and understanding.

When constructing questionnaires, which strategies should you use to collect valid, reliable data? Check all that apply. Overlapping categories Topical groupings of questions Descriptive titles and sections Directions and instructions Randomization of questions for security

Topical groupings of questions Descriptive titles and sections Directions and instructions To conduct questionnaires that will yield valid, reliable results, group questions by topic, use descriptive titles and sections, apply a logical order to question alternatives (numerical or chronological), and provide clear instructions or directions for completing the survey. You do not need to randomize questions for security reasons. Randomization may be used within question alternatives to avoid biasing answers by positioning. Also, you should avoid overlapping categories in favor of mutually exclusive questions.

If you are writing a complaint letter, you should do each of the following to represent yourself as a credible customer, except: Correct Use a direct approach. Maintain a calm tone. Build your case with evidence.

Use a direct approach. Avoid using the direct approach in favor of gradually developing a persuasive appeal. When you are writing a complaint letter, you should include specific information and evidence about the problem and use a calm and objective tone.

Wesley was just hired as food and beverage manager at a hotel in New York City. What advice would you give him about giving constructive feedback to his employees? Check all that apply. Being vague is considered polite Use actionable statements Consider asking your employee a question

Use actionable statements Consider asking your employee a question Managers should provide actionable and specific constructive feedback. Wesley should consider asking questions because a conversation where his employees find their own solution might produce better results.

Your company has an electronic suggestion box where employees can submit suggestions for improving the workplace environment. This week you read one suggestion from Barbara in accounting that is not feasible, but is clearly a very serious proposal that took time and effort to write. Barbara has proposed adopting a dental plan that also covers orthodontia. Your company has looked into this before, and it is not financially feasible at the current time to offer this plan as a benefit option for employees. You need to reject Barbara's suggestion. Which is the best opening for your message to Barbara? Thank you for submitting your suggestion. After careful consideration, we have chosen not to implement your proposal. We both recognize the importance of choice when it comes to selecting the right dental benefits for our families. So, thank you for submitting your suggestion. Your proposal addresses an important issue t

We both recognize the importance of choice when it comes to selecting the right dental benefits for our families. So, thank you for submitting your suggestion. The option that is the most effective opening for your message to Barbara is "We both recognize the importance of choice when it comes to selecting the right dental benefits for our families. So, thank you for submitting your suggestion." This is the best option because it builds alignment by agreeing with an element of the proposal in a sincere way. This option mentions specific aspects of the proposal to build agreement and audience alignment. The other options are either too direct or cliché for a message that Barbara has put hard work into.

You manage a pet supply shop and are considering expanding your hours. You survey your customers to find out when they would most likely visit the store and what type of pet they have. You need to present a report on the data to the shop's owner. Of the 213 who answer, 98 say they would prefer weekday evening hours, 65 say Sunday afternoons, and the rest have no preference: Sunday Afternoon Weekday Evenings No Preference Cat owners251737Dog owners398012Other1117Total659850 What is the top trend in the data from your survey of customers? The store should stop selling fish food. Cat owners prefer to stay home on Sunday afternoon. Weekday evenings are the preferred option for extended hours.

Weekday evenings are the preferred option for extended hours. Sunday afternoon is the preferred time for extended hours. The top trend from your survey is "Weekday evenings are the preferred option for extended hours." The other two options are assumptions that are not supported by the data. Supporting these assumptions would require more information and perhaps another study.

When determining the communication context, what questions should you ask yourself to determine how to present the bad news? Check all that apply. What is your relationship with the audience? What are the ethical implications? How formal is the company culture?

What are the ethical implications? How formal is the company culture? "How formal is the company culture?" and "what are the ethical implications?" are two questions you should ask when determining the communication context for delivering bad news. Formal company cultures may require messages with a more formal tone. In addition, you will want to consider if your message complies with your company's policies and guidelines. Questions related to your audience are an important step in planning a bad-news message, but should be done when conducting an audience analysis.

You work for a small cable company and are writing a report on mobile technology trends to help your company decide whether to offer a bundled service that includes a mobile data plan. You find an article on a website. The article claims mobile technology purchasing projections are inflated. You need to determine whether you should include information from this article in your report. What questions should you ask yourself about the article to evaluate it? Check all that apply. What is the purpose or motivation of the article? Is the information properly documented? Were appropriate procedures used in documenting the methodology?

What is the purpose or motivation of the article? Is the information properly documented? As you evaluate the article, ask yourself about the article's: • Authority • Accuracy and reliability • Purpose and objectivity • Coverage • Currency These questions will help you decide whether the article is appropriate for your report. For example, if there is no documentation in the article, the information may not be accurate or reliable. The question "Were appropriate procedures used in documenting the methodology" is more appropriately asked of a research study. The website article is not a research study, so data collection is not an aspect that you need to consider. However, you might ask this question if you review the research studies cited in the article.

When should you use a direct approach to persuade? Correct When you know that your reader prefers a direct approach When you need to get your point across because it is important When your audience is indifferent or uninterested in your idea

When you know that your reader prefers a direct approach Use a direct approach with short persuasive messages when you are writing to senior-level people who may not have time to read the entire message; when your audience is predisposed to listen objectively or the idea doesn't require strong persuasion; when the idea is long or complex; or when you know your reader prefers a direct approach. If your audience is indifferent or uninterested, you should use an indirect approach to gain attention and get them interested. Just because you find your idea important and want to get your point across doesn't mean that everyone agrees with you.

Which statement is most appropriate in an e-mail rejecting a job candidate? While your passion for sales aligns with our needs, you seemed indifferent about the position. Correct While your passion for sales aligns with our needs, we have identified another candidate who more closely fits the position's requirements. While your passion for sales aligns with our needs, we have decided to hire a younger candidate with more energy.

While your passion for sales aligns with our needs, we have identified another candidate who more closely fits the position's requirements. Rejecting candidates is not easy. When providing a reason, it is important to focus on the requirements of the position, qualifications, and/or experience. Avoid personal statements, such as, "You seemed indifferent about the position." Finally, it is illegal for employers to discriminate against a candidate because of that person's age, religion, or disability.

Which of these situations would require the use of persuasion? Check all that apply. You want a vendor to pick up your new product line. You want a supplier to rush order a shipment. You need to terminate an employee. You are delivering a quarterly update.

You want a vendor to pick up your new product line. You want a supplier to rush order a shipment. Persuasion is necessary when you need to convince others to do what you want and when you know you will encounter resistance to your requests or ideas. Situations requiring persuasion include requesting that a vendor pick up your new product line or requesting a rush order on a shipment. Terminating an employee is a difficult message to deliver but does not require persuasion. Similarly, delivering a quarterly update project requires no persuasion because you are simply delivering information on quarterly earnings and activities.

You work in the customer service department for a large online gaming company. Hackers attacked your gaming site in the early morning hours, and now the gaming platform is offline and will be unavailable for an undetermined amount of time. You need to send a message to your customers (the gamers that use your site) and inform them of the situation. You should use ________ organizational plan in your message to the customers because _________ .

a direct the gamers are likely aware of the situation already In this situation, the message to gaming customers should take a direct approach because the gamers are likely aware of the situation already. The best strategy is to confirm the bad news quickly and provide other relevant information that the reader will need to understand the situation. When a reader is hearing the bad news for the first time, the best strategy is an indirect approach.

You are preparing a message to your manager to request days off during a time of year that isn't busy in your industry. You should use _______ plan because _______ .

a direct your manager will likely be receptive to your request In this situation, you should use a direct plan for your short, persuasive message. Direct organizational plans are most appropriate when writing to your manager in situations where you do not expect a high level of resistance. Since it is not a busy time of year and most companies allow employees vacation time, your manager is likely going to be receptive to your request.

You are a charge nurse. Together with another charge nurse, Lisa, you manage a team of 25 nurses with four different shift schedules. Your hospital administration has cut your department's budget, and you must announce to your nursing staff that there will be shift changes and reduced hours beginning next month. You and Lisa would like to deliver the news to your nursing staff in person, but employees are not all at work at the same time, and it's critical that their work hours are devoted to patient care, not personnel meetings. The most effective way to deliver the news to your staff would be _________________ because it ensures __________.

e-mail a more accurate and complete message In this situation, the most appropriate delivery of this bad news would be through e-mail. Your staff is pressed for time and has many complicated schedules. It would be impossible to find a time for an all-staff meeting that all nurses could attend, and delivering the message to each nurse individually would not ensure that all the nurses received the same information. While e-mail may not be your first choice, it has advantages in this situation. Those advantages include: determining the precise wording of the message; allowing the reader time to absorb the message before speaking with you; ensuring a consistent, accurate, and complete message; and providing a permanent record of what was communicated.