B A 324 Midterm 1

Communication Process

1. the sender has idea 2. encoding idea 3. choose channel 4. receiver decodes message 5. feedback

Effective listening requires empathy by expecting ________

1. to learn something while listening to others 2. striving for a receptive mindset 3. accepting others who are different than you

To save time in managing your e-mail inbox, consider reading and responding immediately to messages you think you can take care of within

2 minutes

Messages containing sentences averaging ___________ words in length are shown to increase reader comprehension

20

People recall between ___________ of what they hear.

25 and 50 percent

Which of the following statements about podcasting is accurate? Check all that apply. Most podcasts are live rather than pre-recorded. The majority of podcasts is devoted to national news. The term originated from combining the words broadcast and iPod. A benefit of podcasts is portability.

A combination of the words broadcast and iPod, podcasts are portable because they don't require visual attention (only audible) and are pre-recorded for easy access.

Which of these font styles should not be used for long stretches of text? Bold Italics All caps

All caps should not be used for long stretches of text for two reasons: 1) since all of the letters are the same height, readers can have difficulty differentiating words, and 2) all caps feels like shouting to many readers.

An adjustment message should begin

An adjustment message should begin directly by granting the request or announcing the adjustment immediately

When appropriate, the closing of a claim message should include an action request and a(n)

An end date, or the date you are requesting that the adjustment be completed by, in the closing can help to motivate reader action.

Which of the following is recommended for workplace users of social media to minimize individual risk? Check all that apply. Use only social media platforms that are considered private Avoid sharing sensitive or confidential information Unfriend or block colleagues whose content you do not approve of Separate work and personal data

Avoid sharing sensitive or confidential information Separate work and personal data

Which of the following situations is likely to involve a business letter? Check all that apply. You wish to convey formality and sensitivity. You communicate with the receiver regularly. You aim to be persuasive. You want to provide context for a longer attachment.

Business letters are likely to be used to convey formality and sensitivity and/or to increase the persuasiveness of a message.

Which of these techniques are examples of formal research? Check all that apply. Consulting an article in a trade journal Searching your company's files Conducting a scientific experiment Brainstorming for ideas

Consulting an article in a trade journal Conducting a scientific experiment

Which of these statements reflect suggested strategies for increasing the effectiveness of team brainstorming? Emphasize the quality of ideas rather than the quantity Discourage judgment of the ideas generated Try to get team members to think and share freely Designate a facilitator to record ideas Encourage extroverts to dominate the conversation

Discourage judgment of the ideas generated Try to get team members to think and share freely Designate a facilitator to record ideas

Which of these terms describes the ending idea of one sentence connecting with an idea at the beginning of the next? Dovetailing Transitioning Supporting

Dovetailing

a useful skill in responding to e-mail messages, involves including only the parts of an incoming message to which you are responding.

Down-editing

The fact that, in the instance of, and in nature are examples of which of the following? Long lead-ins Redundancies Empty phrases

Empty phrases

________________________offer seamless networking away from e-mail, connecting workers one-on-one, in small teams, and across the entire company in one secure environment.

Enterprise networking platforms

True or False One type of message or document regarded the same across cultures is a formal business contract.

False

True or False Rather than being a "learned" dimension, time orientation tends to be the same across cultures.

False

Which of the following characteristics do workplace e-mails and memos have in common? Action information in the opening

False

Which of the following characteristics do workplace e-mails and memos have in common? The main idea in the closing

False

Which of the following should you relay in an adjustment message? Check all that apply. How you are complying with the request Why you are denying the request How the problem occurred Who was responsible for the problem? How you are working to prevent its recurrence

How you are complying with the request How the problem occurred How you are working to prevent its recurrence

Which of these are examples of buzzwords? Check all that apply. Incentivize Right-size Actually Value-added Trashed

Incentivize, right-size, and value-added are examples of buzzwords, technical expressions meant to impress rather than express.

Which of the following advantages do companies gain by launching their own podcasts? Check all that apply. Independence from social media algorithms Reduced importance of the company website Increased personalization to the public through voices of employees and executives Diversification of advertising through various media channels Increased reliance on social media

Independence from social media algorithms Increased personalization to the public through voices of employees and executives Diversification of advertising through various media channels

To ensure that your business achieves clarity, you should be guided by the acronym _____. BLUF ASAP KISS

KISS: Keep it short and simple.

Which of the following forms of messaging would be the best substitute for a voice call? Text E-mail Memo

Like an instant message, a text can substitute for a voice call in its delivery of a message quickly and discreetly.

Which of the following strategies makes the most effective closing of a message conveying sympathy? Offering assistance Looking forward with reassurance Praising the deceased in a personal way

Messages of sympathy should end on a reassuring, forward-looking note.

___________ and (simple/complex) explanations would be better suited to a verbal conversation.

Negotiation, complex

_____________ to listening include poor acoustics; noisy surroundings; and feeling tired, ill, or uncomfortable.

Physical barriers

3-x-3 writing process

Prewriting, drafting, revising

Which type of words can help build continuity in a paragraph by indicating that something under discussion is still being referred to? Pronouns Transitional words Action verbs Nouns

Pronouns

Prewriting

Purpose- generating and gathering ideas for writing; preparing for writing identifying purpose and audience for writing; identifying main ideas and supporting details. Strategies- taking and oral activities; brainstorming, clustering; questioning, reading, keeping journals in all content areas.

Drafting

Purpose- getting ideas down on paper quickly; getting a first draft that can be evaluated according to purpose and audience. Strategies- fast writing; daily writing;journals of all types; buddy journals, dialogue journals, learning logs.

Revising

Purpose- reordering arguments or reviewing scenes in a narrative; reordering supporting information; reviewing or changing sentences Stratregies- show and not tell; shortening sentences; combining sentences; peer response groups; and teacher conferences. "Revising means "seeing again"."

Text messaging is like e-mail in which of the following ways? Senders should not expect an immediate reply. They effectively replace face-to-face conversations. A subject line should be included in both.

Senders should not expect an immediate reply.

________ is achieved when a message is arranged so that readers can browse quickly and grasp main ideas

Skim value

Which of these phrases are examples of redundancies? Check all that apply. Small in size The fact that Collaborate together New beginning There is

Small in size Collaborate together New beginning

Which of these techniques is recommended for proofreading a complex document? Check all that apply. Set the draft aside for at least a day before proofreading Proofread immediately after completing the draft while ideas are still fresh Concentrate on individual words rather than ideas Concentrate on broad ideas rather than individual words Read the document at least twice Look for content errors and grammatical errors in the same reading

Techniques for effectively proofreading a complex document include setting the draft aside for at least a day before proofreading to approach the task with a fresh eye; concentrating on individual words rather than ideas; and reading the document at least twice, once for meaning and once for grammar and mechanics.

Which of the following is an effective way to achieve spontaneity in a goodwill message? Check all that apply. Use common phrases such as Best of luck in the future Aim to show your genuine enthusiasm Write directly Strive for an artistic approach

To make your message spontaneous, keep your approach enthusiastic and avoid canned phrases such as Good luck in the future. Also strive for directness and naturalness, not creative brilliance.

Which of the following are reasons that businesses make favorable adjustments to legitimate claims? Check all that apply. To satisfy customers and retain their business To protect employees from angry customers To avoid negative reviews on social media platforms To adhere to contractual and tort laws protecting consumers

To satisfy customers and retain their business To adhere to contractual and tort laws protecting consumers

An informal, conversational tone is usually more effective than a formal one in business messages but make sure to learn what your organization prefers

True

True or False Asian cultures tend to place a large emphasis on the dimension of power distance.

True

True or False Members of high-context cultures are more collectivist in nature, emphasizing memberships in and the decisions of organizations, groups, and teams.

True

True or False Members of low-context cultures tend to prefer direct verbal interaction.

True

True or False Using a variety of sentence types and varying sentence lengths (even while keeping the optimal 20-word average in mind) can help you avoid sounding monotonous.

True

Which of the following characteristics do workplace e-mails and memos have in common? A clear but concise subject line

True

Which of the following characteristics do workplace e-mails and memos have in common? Careful organization for clarity and readability

True

Which of the following characteristics do workplace e-mails and memos have in common? Nonsensitive information

True

Which of these techniques are effective for emphasizing ideas visually (vs. stylistically)? Using vivid, not general words Using italic or bold font Subordinating the bad news Using dashes sparingly

Using italic or bold font Using dashes sparingly

Every message you write should begin with the notion that your audience is thinking _______

WIIFM, "What's in it for me?"

Which of the following statements is true about claim messages? Check all that apply. When you as a customer have a legitimate claim, you can expect a positive response from the company. To increase your chance of the company responding positively, avoid asking for a specific adjustment. Claim messages are best delivered verbally so that you can learn immediately who was at fault. Claim messages should end pleasantly with a goodwill statement.

When you as a customer have a legitimate claim, you can expect a positive response from the company. Claim messages should end pleasantly with a goodwill statement.

Would Timing the delivery of the message appropriately allow a sender of a message to improve feedback?

Yes

Which of the following are advantages to putting a claim in writing? Check all that apply. - A written claim keeps you from being too direct and offending the receiver. - You are likely to receive a response more quickly than through a telephone call. - Your claim is likely to be taken more seriously. - Writing starts a record of the problem should later action be necessary.

Your claim is likely to be taken more seriously. Writing starts a record of the problem should later action be necessary.

The indicative mood describes _____________, such as The first step involves downloading the file.

a statement

Memos are often delivered as

attachments to e-mail messages.

The indirect organizational strategy works well for messages relaying potentially _________________new and ___________ approaches

bad/sensitive news and persuasive

Formatting a business letter so that all elements are aligned at the left margin (or flush left) is known as __________ style.

block

If appropriate, an apology should be expressed in the ___________ of an adjustment message.

body

Interviews with __________________ are an intriguing feature of podcasts for many listeners.

celebrities, scientists, and successful businesspeople

hen customers write to identify or correct a wrong, the message is called a(n)

claim

interpersonal/professional skills

combination of communication, logical reasoning, critical thinking, teamwork, and management skills

The combination of ________________ are commonly referred to as soft skills and are highly desired by employers across industries.

communication, logical reasoning, critical thinking, teamwork, and management skills

Translating a message into meaning requires _________ by the receiver.

decoding

Because of their portability and anytime accessibility, podcasts are becoming increasingly common in the field of

education

A business writer's goal is to _____________, not _____________. To achieve clarity, writers must resist the urge to show off or be fancy.

express, impress

When proofreading especially long documents, the third reading should focus on

formatting

Parts of our future economy may rely on free agents who will be hired on a project basis in what has been dubbed the _______ economy

gig

Sameness, or a lack of diversity, fosters an absence of critical thinking called

groupthink

The most effective way to list directions is to use command language, also known as the _________ mood.

imperative mood.

Loyal fans of a product with a large social-media following are known as

influencers

Low-Context Culture is ______

messages must be explicit because listeners rely exclusively on the written or spoken word

In______________ , a central concept is drawn as an image in the center of a blank page. As ideas are generated, associated words and images branch out treelike showing the relationship of the ideas to the central concept.

mind mapping

Since appeals to emotion and personal belief are often more influential than objective facts in shaping public opinion, we are said to be living in a _____________ era.

post-truth

The ability to locate coworkers online is known as _________________ functionality.

presence

Grammar, names and numbers, spelling, and format are three areas that we should focus on in the

proofreading stage

Ideas that run counter to our cultural, ethical, and personal values can cause ______________ to effective listening.

psychological barriers

Diversity has many dimensions, including REAR GSD

race, ethnicity, age, religion, gender, sexual orientation, and disability

in the passive voice, the subject ________ the action in active voice, the subject ________ the action

receives performs

On average, business writers should expect to spend roughly 50 percent of the total time on a message in the ___________ phase.

revising

The _________ of a channel refers to the extent to which a channel or medium represents all the information available in the original message.

richness

Goodwill messages should be ___________________. Taking the time to write gives more importance to our well-wishing. The 5 S's

selfless specific sincere spontaneous short

the new ___________ economy emerged thanks to platforms accessible with smartphone apps and has radically transformed whole industries

sharing

Four zones of ___________ interaction among Americans help us acknowledge the external factor of territory in communicating with others. Closest to Farthest 1. Intimate 2. Personal 3. Social 4. Public

social

Many routine messages require information you can collect informally, such as ________________

speaking with your target audience and brainstorming for ideas.

Placing the important idea first or last and using vivid words are _______________ techniques for creating emphasis.

stylistic

Expressions of _________ are important nonverbal cues; we all maintain zones of privacy in which we feel comfortable.

territorial behavior

For optimal readability, business letters should use _______________ margins.

unjustified

Vocal tone and language choice in an email are examples of _________________

verbal communication choices