BA 1500 - Chapter Overviews (Final)

Internal and external messages are similar in that they gain attention, raise a need, provide a rationale, show appreciation for differences of opinion, give counterpoints, and a. call readers to action. b. unite the readers. c. elicit an immediate response. d. are successful with all readers. e. rely strictly on logical appeals.

a. call readers to action. Both internal and external messages are persuasive.

Most successful proposal writers speak to ________ before submitting an official proposal. a. decision makers b. supervisors c. colleagues d. clients e. competing consultants

a. decision makers This helps proposal writers make decisions about how to structure the proposal to be persuasive.

Most business arguments employ a(n) _______ or _______ approach. a. direct; deductive b. indirect; inductive c. assertive; powerful d. passive; gentle e. intuitive; emotional

a. direct; deductive

Since you will send and receive so many routine messages in any given business day, one of your primary goals is ________ a. efficiency b. credibility c. presence d. following protocol e. communicating personal style

a. efficiency You need to produce credible messages quickly.

Most people justify their business decisions based on the soundness of ideas, not feelings. Savvy business communicators, however, understand the importance of injecting ________ into their persuasive messages. a. emotion b. support c. trust d. heartfelt goodwill e. understanding

a. emotion While they appreciate the place of reason in business and consumer decisions, they understand that resistance to ideas, products, and services often stems from this feature.

A typical press-release style blog post would include all of the following EXCEPT a. executive biographies. b. headline. c. a boiler plate. d. contact information. e. a date line.

a. executive biographies. The blog style is typically written in an inverted pyramid style.

Persuasion implies that you are communicating with someone who a. does not have any knowledge of the topic you're talking about. b. is uninterested in hearing what you have to say. c. does not think or feel the same way as you do. d. is naïve. e. does not believe you are trustworthy.

c. does not think or feel the same way as you do. Your goal is to help your audience members identify with and find merit in your positions.

The primary goal of blogs for organizations is a. maintaining colleagues' social relationships. b. keeping up with the Social Age. c. effective public relations. d. incorporating creativity in the workplace. e. training employees in new systems and procedures.

c. effective public relations. This is about building relationships with employees, customers, communities, the media, and other stakeholders.

Analysts expect _______ to be the primary form/tool of written business communication for at least the next five to ten years in most companies. a. fax b. text messaging c. email d. agendas e. social media

c. email

Typically, you should provide a reference list at the _______ of the report that contains all your sources. a. beginning b. halfway point c. end d. appendices e. presentation

c. end Also, throughout your document, you should provide citations to indicate the information you have drawn from other sources.

Since the audience is often resistant to your message, one of the key tasks in developing persuasive messages is to a. avoid indirect or implicit messages. b. eliminate any call to action. c. establish credibility. d. downplay the emotional benefits of products, services, and ideas. e. ignore any competing products, services, or ideas.

c. establish credibility. Developing strong ideas in the interest of your audience helps demonstrate your competence.

When making claims, it's important to focus on ______ first and _____ second. a. yourself; others b. others; yourself c. facts; emotions d. emotions; facts e. a call to action; a rationale

c. facts; emotions You need to lay out a logical, reasonable, and professional explanation for your claim.

One primary goal for routine requests is to retain _______ with the recipient. a. efficiency b. credibility c. goodwill d. a degree of emotion e. proper protocol

c. goodwill No one wants to feel bossed around, so make sure you achieve a positive, other-oriented tone.

Always carefully review your persuasive messages, particularly because almost all of them will be _________ communications. a. low-stakes b. medium-stakes c. high-stakes d. valued e. respected

c. high-stakes They can potentially provide you with more professional opportunities and enhanced credibility, or they can close off future opportunities and diminish your credibility.

Your primary goal as you draft business reports is to a. build your credibility. b. impress your colleagues. c. improve decision making. d. create a report that is publishable. e. increase your own level of expertise.

c. improve decision making. More so than routine business correspondence, reports should be built on thorough, precise, and reliable information and analysis.

After establishing your basic message, your next questions will involve setting up the ________ of your message. a. readability b. purpose c. logic d. surprise e. emotional tone

c. logic

Either/or logic, slanting the facts, and exaggeration are all examples of a. informative writing techniques. b. tools of persuasion. c. logical inconsistencies. d. intentional methods of deceit. e. emotional appeals.

c. logical inconsistencies

According to the eLecture, ________ become(s) one basis for your online reputation. a. profile pictures b. writing style c. meta messages d. number of online friends e. frequency of posts

c. meta messages These are the underlying messages that others decode from your online communications.

According to the eLecture, it is important to make sure that positivity appears to be a. limited. b. extreme. c. objective. d. unbounded. e. low-key.

c. objective. Achieve a positive, can-do tone, but still place objectivity first.

As stated in the eLecture, proofreading your messages in the ________ stage should take a minute or two. a. opening b. previewing c. reviewing d. concluding e. drafting

c. reviewing These types of messages are brief and straightforward.

A message that signals to recipients that an upcoming conversation may involve unpleasant news is called a a. negative opener. b. bad news primer. c. teaser message. d. preview statement. e. rationale.

c. teaser message. This prepares recipients emotionally yet does not reveal specific information.

According to the eLecure, when working with charts, most readers look first at the chart's ________ to grasp its message. a. focal points b. takeaway message c. title d. processing points e. image

c. title Thus, this should explain the primary point of the chart. However, it must be short enough for the reader to process quickly (generally less than ten words).

Which of the following is NOT a use of the FAIR test? a. to examine how well you have provided the facts b. to examine how well you have shown respect c. to examine how well you have communicated persuasively d. to examine how well you have examined impacts on stakeholders e. to examine how well you have granted access to your motives, reasoning, and information

c. to examine how well you have communicated persuasively

When do mixed signals occur? a. when the reader doesn't agree with your primary message b. when you are required to write a message that you don't agree with c. when the content of a message conflicts with the tone d. when the content of the primary message changes midway through e. when your audience is of a different gender, ethnicity, or culture than you

c. when the content of a message conflicts with the tone

_______ is the sense that you are providing information, analysis, and advice that is sound, reliable, and unbiased. a. Objectivity b. Subjectivity c. Transparency d. Fluency e. Positivity

a. Objectivity This is even more important than projecting positivity.

What do nearly all business reports contain at the beginning? a. an executive summary b. an appendix c. a page with the author's contact information d. a glossary of terms e. a reference list

a. an executive summary The purpose is to summarize the most important contents, including key findings, conclusions, and recommendations.

Charts can effectively convey complex numerical information in a simple, appealing format. The chart that is useful for depicting events and trends over time is called a __________. a. line chart b. pie chart c. bar chart d. support chart e. stock price chart

a. line chart For example, stock prices over time would make the most sense when presented in the form of this chart.

Getting solid business information rarely involves a. quick answers. b. multiple sources. c. scholarly journals. d. periodicals. e. research.

a. quick answers. Be persistent and try as many approaches as you can to find the data you need.

According to the eLecture, precision in reports relies on facts. You can raise the credibility of your report by (a) supplying the facts with precision; (b) providing supporting details for your conclusions; (c) carefully dealing with predictions and cause-effect statements; and (d) ____________. a. responsibly citing your resource sources b. carefully dealing with predictions and cause-effect statements c. use fact-based language d. plagiarizing only when absolutely necessary e. base recommendations on facts and conclusions from outside the report

a. responsibly citing your resource sources Doing this allows decision makers to judge the quality of your data.

The level of immediacy and the number of cues available are two considerations of a. richness. b. permanence. c. control. d. planning. e. constraint.

a. richness

When using instant messaging in the workplace, it is best to avoid a. sarcasm and jokes. b. clearly ending the texting exchange. c. turning off sound alerts. d. establishing rules for use during meetings. e. identifying yourself.

a. sarcasm and jokes.

Analyzing a business problem involves uncovering relevant facts, making conclusions and _________. a. taking positions b. investigating competitor's ideas c. re-evaluating your motives d. reviewing past solutions e. refuting others' positions

a. taking positions

A table of contents is expected for most reports over ______ pages long. a. 5 b. 10 c. 15 d. 20 e. 25

b. 10 Providing a well-designed table of contents immediately creates an impression that you are organized.

Long paragraphs can signal disorganization and even disrespect for the reader's time. Typically, paragraphs should contain _________ words. a. 20 to 60 words b. 40 to 80 words c. 60 to 100 words d. 5 to 35 words e. 80 to 120 words

b. 40 to 80 words

Make sure you review the report a. at least once. b. over several sittings. c. over several sittings and several days if possible. d. right before you submit it. e. once or twice.

c. over several sittings and several days if possible. You are unlikely to catch all of the changes you would ideally make in just one sitting.

Most effective business leaders communicate using a _______ orientation rather than a _____ orientation. a. me; we and you b. you; we c. we; you d. we and you; me e. me; you

d. we and you; me

Defining research problems involves stating your research objectives in specific, targeted, and ________ statements. a. achievable b. short-term c. long-term d. analytical e. overly-ambitious

a. achievable You should define research problems after you have identified what your audience of decision makers needs.

According to the eLecture, effective external messages avoid ________ and negative terms. a. humor b. varying viewpoints c. difficult topics d. guilt-trips e. impersonal

d. guilt-trips External messages should be personalized, upbeat, positive, and pressure-free.

According to the eLecture, when evaluating poor performers, you should be clear about the __________. a. positive elements of their work b. other employee's opinions c. sandwich approach d. need for improvement e. employee's bad attitudes and intentions

d. need for improvement It helps to be firm, emphasize problem-solving rather than blaming, and probe for reasons why performance is not higher.

One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions. You generally can do this using bullets or numbered lists and/or special formatting (i.e., bold or italics). If the order of the items is important, use: a. bold type b. italics c. bullets d. numbered lists e. highlighting

d. numbered lists Otherwise, use bullets.

Demonstrating positivity and showing concern for others are principles for setting the right a. position. b. attitude. c. mood. d. tone. e. strategy.

d. tone

Negative performance reviews without measurable and realistic _______ may demoralize employees. a. CEO comments b. Human resource input c. assessments d. goals e. customer feedback

d. goals Employees who receive negative reviews generally want a clear path to regaining positive ratings; they want to be on good terms with their supervisors, and they usually take pride in doing well.

According to Zielinski, ________ and _______ are keys when it comes to delivering bad news. a. directness; firmness b. swiftness; warmness c. poise; sincerity d. honesty; openness e. brevity; understatement

d. honesty; openness Although people do not like to get bad news, they expect the truth.

Generally, bad news is best delivered _________. a. by phone b. via Skype c. while overseas d. in-person e. by text

d. in-person This allows rich communication, so you can use verbal and nonverbal cues to show your concern and sensitivity.

Effective business communicators regularly take the following actions to tailor their messages to others: identify reader benefits and constraints, consider reader values and priorities, estimate personal credibility, anticipate reactions, and _________. a. ignore secondary audiences b. eliminate the need for questions c. read the message aloud before sending d. keep secondary audiences in mind e. ignore primary audiences

d. keep secondary audiences in mind

Mass messages sent to a large group of consumers and intended to market a particular product or service are called a. big market advertisements. b. mass marketing advertisements. c. large-scale messages. d. mass sales messages. e. non-targeted messages.

d. mass sales messages. Even if you are not in a marketing position, you may participate in developing these.

Persuasion is becoming more difficult as we live in a time of increasing _______. a. neuroticism b. anxiety c. global reach d. mistrust e. cyber hacking

d. mistrust As a result, it is essential that you maintain your credibility.

What two characteristics of asynchronous electronic communication can lead to feelings of anger and frustration? a. neutrality effect and negativity effect b. flames and cyber silence c. electronic noise and word volcanoes d. cyber incivility and flames e. informal and impersonal

b. flames and cyber silence

The degree to which others believe or trust in you is called a. integrity. b. reliability. c. credibility. d. genuineness. e. responsiveness.

c. credibility.

One of the primary strategies you can use to personalize persuasive messages is your selection of voice—use any of the following, except: a. audience-voice b. you-voice c. we-voice d. I-voice e. impersonal voice

a. audience-voice Creating messages that speak directly to customers and colleagues requires that you use language that helps your customers and colleagues feel the product, service, or idea is just for them.

According to the eLecture, what may be your primary concern for many important communications? a. richness b. control c. constraints d. resources e. permanence

b. control

________ are statements that can be relied on with a fair amount of certainty (most things are not absolutely certain in the business world) and that concern something that can be observed objectively. a. Facts b. Conclusions c. Questions d. Details e. Inferences

a. Facts

Which of the following is an example of a leading question? a. Why do you enjoy our new facial cleansing soap? b. Would you recommend our new facial cleansing soap to a friend? c. How likely are you to purchase our new facial cleansing soap in the future? d. On a scale from one to seven, how reasonable is our suggested retail price of $6.99 for our new facial cleansing soap? e. Have you previously used another brand of facial cleansing soap?

a. Why do you enjoy our new facial cleansing soap? Non-leading questions do not suggest which answers are correct.

What is an advantage of delivering bad news in writing? a. You can control the message more carefully, delivering it precisely and accurately. b. Your news will likely be received more warmly. c. You can respond immediately if your news is misinterpreted. d. You will never have to speak about the bad news. e. You ensure accurate interpretation by recipients.

a. You can control the message more carefully, delivering it precisely and accurately. Many people view written bad news as callous and impersonal.

Generally, survey research involves a. administering written questionnaires. b. conducting interviews. c. administering standardized tests. d. hosting focus groups. e. direct observation of participants.

a. administering written questionnaires. Survey research is increasingly common because of the ease with which online surveys can be administered.

For important business messages, particularly those that involve complicated business issues, a. apply the FAIR test. b. complete at least three drafts. c. read them aloud to yourself. d. use more special formatting than you typically would. e. frame issues using Monroe's motivated sequence.

a. apply the FAIR test.

What are organizations increasingly using blogs for? a. formal work teams and projects with temporary teams b. a replacement for formal meetings c. formal communication with clients d. a way to improve social relationships between colleagues e. complaint forums for disgruntled employees

a. formal work teams and projects with temporary teams Blogs are an excellent way to place all communications in a single place, such as updates, progress reports, problem-solving discussions, timelines and goals, announcements, and a variety of other coordination tasks.

Expressions of sympathy are typically more effective when they are a. handwritten. b. posted via social media. c. sent in a private email. d. written by many people. e. posted on a public bulletin board.

a. handwritten. It can help to keep messages brief and to use a nice card.

Poor and average writers are more likely to begin drafting and writing their business message right away. They often address planning issues—audience analysis, ideas for solving a problem, and message organization—as they go. Consequently, they tend to write in a less organized, perhaps even haphazard manner. They generally produce ________ and ________ messages. a. less strategic; less influential b. more strategic; more influential c. higher quality; more impactful d. more I-centric; more influential e. more concise; more targeted

a. less strategic; less influential

According to the eLecture, when you want to highlight ideas or phrases, consider using bold, italics, or underlining to draw and keep your readers' attention. Typically, you will apply this type of formatting sparingly; if you use too much special formatting, your ___________. a. main ideas will not stand out b. audience will consider your writing as amateurish c. key points will stand out d. the thread of your main ideas will be lost e. you will be called out for improper emphasis

a. main ideas will not stand out

Business reports should offer advice to help decision makers—typically ________—make informed choices. a. middle-level and upper-level managers b. top executives c. colleagues d. customers and clients e. support staff

a. middle-level and upper-level managers As a report writer, your personal credibility is tied to how well you provide facts, conclusions, and positions that help decision making (competence), involve decision makers and address their needs (caring), and report information honestly and transparently (character).

Monique received an email from her boss that included the sentence "I'd like you to come to my office as soon as you can." Monique rushed to her boss' office expecting bad news, but was surprised when her boss merely wanted an update on her project. While reading the email, Monique likely experience the _______ effect. a. negativity b. surprise c. neutrality d. inaccuracy e. decoding

a. negativity

In general, apply ___________ to a highlighted word or words. a. only one type of formatting b. two types of formatting c. as many types of formatting as you can d. only bolding e. both italics and bolding

a. only one type of formatting

The eLecture advised: Think about the opportunities and risks for you as you develop your online reputation. Think carefully about developing a ________ in a professional sense—a unique set of professional skills and attributes that others associate with you. a. personal brand b. user profile c. blog presence d. content protocol e. authenticity

a. personal brand Whether or not you have intentionally created an online presence, potential and current employers, colleagues, and clients will judge your credibility based on online information about you. Thus, you need to take as much control as you can of your online reputation.

According to the eLecture, ________ is critical to delivering bad news in a way that best serves all parties involved and leaves the door open for productive cooperation in the future. a. planning b. audience analysis c. composing d. determining the best voice to utilize c. closing

a. planning The guidelines for bad news messages are: Deliver the bad news in a timely manner, choose the right mix of channels, sympathize with the bad-news recipients and soften the blow, provide a simple, clear rationale, explain immediate impacts, focus on solutions and long-term benefits, and show goodwill.

The Sarbanes-Oxley Act of 2002 requires publicly traded companies to a. provide and enact a code of ethics. b. create an ethics panel to review potential violations. c. provide online ethics courses to employees. d. have their code of ethics voted on by employees. e. maintain all whistleblower's compensation and benefits.

a. provide and enact a code of ethics.

Another method of personalizing a message is to make your statements a. tangible. b. shocking. c. witty. d. fact-heavy. e. presumptuous.

a. tangible. This implies that readers can discern something in terms that are meaningful to them.

When possible, discuss the report with _______ so that you can best tailor the final product to specific needs. a. the final decision makers b. your supervisor c. top executives d. your colleagues e. the entire staff

a. the final decision makers Even if you've developed the report by yourself, you should still try to get other perspectives before you officially submit it.

The statement, "I really appreciate you sharing your thoughts on this problem, but I don't think your idea will be very helpful," is an example of ______ appreciation. a. token b. back-handed c. conciliatory d. insincere e. transparent

a. token This is one of the most common mistakes people make when turning down requests or ideas with close colleagues.

According to the eLecture, when using social media your online reputation in addition to ________ are at stake. a. your company's reputation and performance b. your safety c. your social interactions offline d. your family's reputation e. your personal stress level

a. your company's reputation and performance For this reason, it is important to understand the evolving norms of social media for use in professional context.

It is crucial to _________ your information because it helps build the credibility of your report. a. alphabetize b. document c. stylize d. directly quote e. paraphrase

b. document Since decision makers often make high-stakes decisions based on reports, they expect to know exactly what the basis is for facts, conclusions, and recommendations you present.

You can use a variety of documentation systems, including _______ and MLA styles. a. CTA b. APA c. PPA d. APP e. CAT

b. APA You should use an official style guide to document with precision.

_________ is the degree to which the bad-news message receiver can alter the outcome. a. Severity b. Controllability c. Likelihood d. Malleability e. Accuracy

b. Controllability Severity, controllability, and likelihood are the three aspects of bad news that impact how you approach delivering it.

Why should gaining credibility from colleagues, clients, customers, and other contacts be one of your first goals? a. You need to see if others trust you before you can decide if you trust them. b. In the business world, you often start from a deficit of trust. c. Trust in business is at an all-time high so you need to match these standards. d. Gaining credibility is the first step to getting ahead in your career. e. As your credibility increases, so will your extrinsic rewards.

b. In the business world, you often start from a deficit of trust.

Why is the research objective "Determine if customers like our new product line" less effective than it could be? a. The objective is unrealistic. b. The objective is not specific enough. c. The objective cannot be accurately measured. d. The objective does not require research. e. The objective is not beneficial.

b. The objective is not specific enough. Defining research problems involves stating your research objectives in specific, targeted, and achievable statements.

What is a secondary benefit of mass sales messages? a. Consumers will immediately make a purchase. b. They raise a company's brand awareness. c. They explain why a company is better than its competitors. d. They do not cost very much to produce. e. They eliminate need for any other type of marketing.

b. They raise a company's brand awareness. Consumers may keep the company in mind when making a purchase at a later time.

Which of the following is an example of a microblog? a. Facebook b. Twitter c. Instagram d. LinkedIn e. Pinterest

b. Twitter Microblogs are also known as status updates.

Persuasion involves all of the following, except: a. a great deal of planning b. a buffer c. creating a message structure that most effectively reduces resistance and gains buy-in d. developing your ideas as you wrestle with the complicated business issues at hand e. analyzing your audience to understand their needs, values, and how they are influenced

b. a buffer Many effective business communicators spend weeks and months learning about their target audiences, gathering information, and piecing together persuasive messages.

What do most effective sales messages contain? a. a variety of featured products b. a central sales theme c. a memorable meta message d. an external message e. extremely detailed product or company information

b. a central sales theme Recipients of your message may only give you a few seconds to get to your main point, so this needs to be established concretely and quickly.

According to the eLecture, you can establish concern for others in your message by respecting the time and autonomy of your readers, giving credit to others, and a. relying heavily on the I-voice. b. avoiding over-usage of the I-voice. c. only using personal pronouns. d. never using personal pronouns. e. disguising your true intentions.

b. avoiding over-usage of the I-voice.

When re-reading your bad-news messages, it is important to a. scan for passive verbs and replace them with active verbs. b. imagine how your recipients will feel and react. c. insert euphemisms whenever possible. d. position the bad news in between pieces of good news. e. interject your own emotional reactions.

b. imagine how your recipients will feel and react. An extra 10 to 30 minutes of proofreading can lead to constructive work together in the future and avoid time lost resolving an unnecessarily escalated difference.

A buffer is a statement designed to do all of the following, except: a. express goodwill b. increase the impact of the bad news c. state your sympathy d. show appreciation e. establish common ground

b. increase the impact of the bad news A one or two sentence buffer can soften the blow of bad-news messages.

According to the eLecture, research indicates that the brain a. is designed to multitask. b. is not designed to multitask effectively. c. processes information better in online formats. d. processes information better in printed formats. e. is unable to quickly process digital messages.

b. is not designed to multitask effectively.

A key to getting reliable data is designing the survey questions effectively. Survey questions should be all of the following, except: a. non-leading b. leading to assist the audience with clarity c. exhaustive and unambiguous d. limited to a single idea e. simple to answer

b. leading to assist the audience with clarity You do not want to suggest answers to survey participants.

The most important step in composing routine messages is a. audience analysis. b. message structuring. c. idea development. d. creating detailed descriptions. e. generating audience feedback.

b. message structuring. Routine messages are mostly concerned with straightforward matters to which the audience will positively respond.

Which message component example matches that of an external message? a. attention: overview of a business problem b. need: description of unmet needs or wants of your customers c. solution: description of how your idea or policy addresses the business problem d. rationale: elaboration about why your idea or policy is the best option e. appeals: reliance on logical appeals

b. need: description of unmet needs or wants of your customers External messages focus on products and services.

According to the eLecture, the most important stage of creating effective business messages is _________. a. design b. planning c. drafting d. reviewing e. proofreading

b. planning

In addition to applying the FAIR test, the reviewing process includes a. proofreading and defense. b. proofreading and getting feedback. c. getting feedback and defense. d. writing a counterargument and defense. e. an in-depth ethical analysis.

b. proofreading and getting feedback.

Expert writers spend more time planning and reviewing than average writers, ultimately producing their writing __________ average writers. a. slower than b. quicker than c. at the same pace as d. with less effort than e. twice as slowly as

b. quicker than

According to the eLecture, synchronous communication occurs in ________. a. future time b. real time c. past time d. present time e. synch time

b. real time

The use of phone calls allows business professionals to a. ignore conflict more easily. b. resolve problems more quickly and connect more deeply. c. work from home and reduce office politics. d. avoid connecting with others on a personal level. e. hide the emotional content of their messages.

b. resolve problems more quickly and connect more deeply.

According to the eLecture, ___________ research refers to the analysis of data collected by others with no direction from you or members of your organization. a. primary b. secondary c. accurate d. imperative e. guest

b. secondary This is opposed to analysis that you, people from your organization, or others under your direction (i.e., consultants) have collected.

Since your social media use can affect your company and your career, you should a. avoid using social media. b. seek advice on social media use and review your company's policies. c. have your supervisor review all of your blogs before you post them. d. create social media profiles under a false alias. e. always include your private phone number for feedback.

b. seek advice on social media use and review your company's policies. Coca-Cola's social media guidelines include "You are responsible for your actions. We encourage you to get online and have fun, but use sound judgment and common sense."

Web 1.0 communication tools are primarily passive and static. By contrast, Web 2.0 communication tools are interactive, customizable, and ________. a. erasable b. social c. open-access d. global e. hackable

b. social Web 2.0 communication tools, often referred to as social media, include social networks, blogs, wikis, gaming, podcasts, and information tagging.

When does the mum effect occur? a. when the bad news is attributed to the wrong cause b. when each level of an organization filters a message as it is passed along, yielding inaccurately stated bad news c. when a colleague learns bad news from a third party rather than the original source d. when someone juxtaposes a piece of bad news with good news as a distraction e. when employees learn bad news but ignore it or refuse to act upon it

b. when each level of an organization filters a message as it is passed along, yielding inaccurately stated bad news The message that top executives often hear ends up being unrealistically rosy.

What is the name for reports or guides that generally describe research about solving particular issues? a. industry publications b. white papers c. scholarly journals d. business periodicals e. annual reports

b. white papers They are issued by governments and organizations and are often biased.

As email communication is considered fairly formal, it is suggested that a. you avoid using greetings and names. b. you apply the same standards of spelling and punctuation as for written documents. c. you use unusual formatting and fonts to make your message stand out. d. you copy everyone in the company on every email. e. you attach a priority flag as frequently as possible.

b. you apply the same standards of spelling and punctuation as for written documents.

Which of the following is good advice for managing message overload? a. Reply immediately to every message you receive to avoid falling behind. b. Try to complete most of your tasks through online communication. c. Avoid unnecessarily lengthening an email chain. d. Always keep message alerts turned on. e. Eliminate all face-to-face and phone conversations to increase efficiency.

c. Avoid unnecessarily lengthening an email chain.

What should you assume when designing your business reports? a. Decision makers will already have their minds made up. b. Decision makers are biased. c. Decision makers may not read your report from start to end. d. Decision makers have no prior knowledge on the topic of your report. e. Decision makers are only concerned with pricing and budget.

c. Decision makers may not read your report from start to end. You should design your reports so readers can navigate the information rapidly.

Which of the following is an example of an open-ended question? a. Did you like the layout of the new website? b. On a scale from one to ten, how likely would you be to recommend our services to a friend? c. How was your customer service experience the last time you visited us? Please use the space below to respond. d. What time of day do you typically visit us: morning, afternoon, or evening? e. How many times each month do you typically use our product?

c. How was your customer service experience the last time you visited us? Please use the space below to respond. Open-ended questions allow you to understand an issue in more depth.

What should you do with relevant facts that don't fit conveniently into your conclusions? a. Do not include them. b. Include them as a footnote. c. Include all of the relevant facts. d. Include them but describe them as less relevant than other facts. e. Rephrase them as needed.

c. Include all of the relevant facts. Your full disclosure of data to colleagues, clients, and others in your business dealings will pay long-term dividends in terms of credibility.

According to the eLecture, why might it be helpful to ask a trusted colleague to review your bad-news message before you deliver it? a. They can provide moral support. b. They can role-play as the bad news recipient with you. c. They may be able to give you a neutral and objective view of the situation. d. You can convince them to deliver the bad news for you. e. They may be able to replace negative word choices with euphemisms.

c. They may be able to give you a neutral and objective view of the situation. Remember that it is not appropriate to ask others to read messages that include confidential matters.

Why should you be careful about excessive or exaggerated displays of gratitude? a. They set unrealistic standards for future displays of gratitude. b. They make the recipient feel too comfortable for the future, making them lazy. c. They may come off as insincere and unprofessional. d. They make other people jealous. e. They leave the company vulnerable to potential lawsuits.

c. They may come off as insincere and unprofessional. Avoid excessive use of phrases such as "a fabulous job," "feel fortunate," and "you are the best."

Which of the following is true regarding persuasive messages? a. They all utilize manipulation. b. They shouldn't be reviewed by others before release as not to spoil their novelty. c. They should be evaluated using the FAIR test. d. They have no effect on revenues. e. They have little or no effect on customer loyalty.

c. They should be evaluated using the FAIR test. It is important not to misrepresent your product or service because that is unethical.

Which of the following is true regarding external messages? a. They focus on promoting ideas. b. They are based on logical appeals. c. They tend to be more indirect and implicit. d. They are shorter than internal messages. e. They tend to ignore emotional appeals.

c. They tend to be more indirect and implicit. Internal messages focus on promoting ideas, are more direct and explicit, and use logical appeals.

Which of the following is true regarding instant messaging in the workplace? a. All professionals agree that it is personal, fun, and helpful. b. It is a good method of communication for making important decisions. c. You should avoid rescheduling meeting times or places over IM. d. It is the best method of work communication after work hours. e. It should include abbreviated language, emoticons and emoji whenever possible.

c. You should avoid rescheduling meeting times or places over IM.

What should you keep in mind regarding bias and secondary research? a. The bias renders the secondary research unreliable. b. The bias ensures the secondary research reflects multiple perspectives. c. You should review the data cautiously and consider the ultimate objectives of the researchers. d. The presence of bias reflects a lack of expertise in the researchers. e. The lack of bias indicates that the research is high in relevance.

c. You should review the data cautiously and consider the ultimate objectives of the researchers. Biases are tendencies to see issues from particular perspectives.

Nearly all social software systems include a. a headboard. b. an incognito setting. c. a dashboard. d. a friends list. e. a thesaurus.

c. a dashboard. This displays the features that most interest you.

According to the eLecture, _______ is a basic objective of all business communication because your colleagues, customers, and clients base important decisions on your communications. a. practicality b. conformity c. accuracy d. loyalty e. redundancy

c. accuracy

Your approach to routine messages strongly influences how others evaluate your responsiveness, commitment, reliability, professionalism, and a. personality. b. conscientiousness. c. attention to detail. d. intelligence.

c. attention to detail. Routine messages should not be treated as unimportant or inconsequential.

An essential element of credibility is a. sympathy. b. charisma. c. competence. d. experience. e. assertiveness.

c. competence.

Many professionals often don't follow through on commitments they make to each other on calls. According to the eLecture, how can you remedy this? a. Follow up with colleagues in person. b. Call your colleague a few hours later to confirm commitments. c. Assign them extra commitments so you know at least some will get done. d. Send colleagues a follow-up message within a few hours of the call. e. Report others' failure to follow through to their coworkers and peers.

d. Send colleagues a follow-up message within a few hours of the call.

_________ refer to enduring beliefs and ideals that individuals hold, while ________ involve ranking or assigning importance to things, such as projects, goals, and tasks. a. Expectations; ideals b. Ideals; expectations c. Priorities; values d. Values; priorities e. Attitudes; preferences

d. Values; priorities

Character refers to ______. a. performance issues in the workplace b. employee compensation c. the FAIR test in the workplace d. a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values e. the loyalty factor

d. a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values

Male supervisors are more likely to engage in ________ incivility, whereas female supervisors are more likely to engage in ________ incivility. a. accidental; intentional b. intentional; accidental c. passive; active d. active; passive e. hidden; blatant

d. active; passive

Although active voice is the preferred writing style for most business writing, passive voice is sometimes better when attempting to ____________. a. reprimand a coworker b. summarize key points c. assign blame for an issue d. avoid blaming others or sounding bossy e. communicate clearly and succinctly

d. avoid blaming others or sounding bossy

Use all of the following tips to ensure ease of reading in your emails, except: a. provide a short descriptive subject line. b. keep your message brief yet complete. c. clearly identify expected actions. d. avoid using attachments due to clutter. e. use a descriptive signature block.

d. avoid using attachments due to clutter.

Which of the following is the best resource for general stories, information, and advice about contemporary business issues. a. white papers b. external blogs c. scholarly journals d. business periodicals e. annual reports

d. business periodicals They are often written by well-respected business journalists and experts. However, they often have limited value in applying to your specific business problems and your organization.

Research shows that companies are more profitable when their employees have a high level of a. empathy. b. resilience. c. synergy. d. engagement. e. ambition.

d. engagement.

Increasingly, companies are adopting social networking platforms that contain Web 2.0 communication tools (also called enterprise social software and Enterprise 2.0) in the workplace. These platforms contain many of the features available on social networking websites including all of the following EXCEPT: a. file uploading b. user profiles c. blogs d. fire walls e. wikis

d. fire walls They often include a variety of other communication and collaboration tools as well, including online audio and video calls, shared work spaces, calendars, and private messaging (or email) systems.

What PR style would a corporate leader use to write an opinion piece? a. tabloid b. press-release c. editorial d. first person op-ed e. third person announcement

d. first person op-ed This style is written in the first person and is common in corporate blogs.

Charts should contain enough data for the reader to quickly and reasonably understand the ideas that are being displayed. This describes the element of a. focal points. b. the takeaway message. c. ease of processing. d. information sufficiency. e. title descriptiveness.

d. information sufficiency. Clear labels and legends should demonstrate what is being measured and in what units. In some cases, readers will expect to know data values at each point within the chart.

Which of the following is NOT one of the most common elements of proposals, especially for consulting? a. an explanation of the current situation b. specific objectives c. a timeline d. processing points e. pricing or budget

d. processing points Other important elements include a deliverables overview, results enhancers, and pricing or budget.

Online surveys are a nice tool because you can automatically dump all the data you collect from them into a(n) ___________. a. presentation slide b. online photo site c. blog post d. spreadsheet e. notebook

d. spreadsheet This will help you analyze your data quickly and efficiently.

Employees often fail to speak up when they observe potentially unethical behavior. Business professionals remain silent for four basic reasons. Which of the following is not one of those reasons? a. they assume it's standard practice b. they rationalize that it's not a big deal c. they say to themselves that it's not their responsibility d. they fear retribution from the colleagues engaged in the e. unethical behavior they want to be loyal

d. they fear retribution from the colleagues engaged in the unethical behavior

Cherry-picking data is a. an appropriate way to situate data in your favor. b. an effective way to make data accessible to others. c. unreliable because it leans on information from questionable sources. d. unprofessional because it is deceptive and misleading. e. accepted practice in the majority of industries.

d. unprofessional because it is deceptive and misleading. While the information may be technically correct, it is not comprehensive or transparent.