BCOM Exam 3: Chapters 11, 12, 13, 14, 15

Documenting sources for a business report helps decision makers a____ the q____ of the data. have confidence that the d____ was collected in a m____ w____. trust the researcher's f____.

assess quality data methodical way findings

To minimize the disadvantages of handouts during a business presentation, the best time to give them out is ______ the presentation.

at the end of

What should the preview of a speech accomplish? attract the a____ of the audience highlight the v____ of the speech to the a____

attention value audience

Which of the following are the main goals of a business speech attention-getter? to get a____ m____ to consider the p____ i____ to engage a____ m____ e____

audience members presented ideas audience members emotionally

The statement designed specifically to soften the blow at the beginning of a bad-news message is known as a

buffer

Components of Direct Bad-News Messages

buffer. bad news. rationale. impacts. future goodwill.

For which two of the following situations would a chart be an effective way to present information? c____ the a____ of viewers and readers and drawing them into your m____. displaying complex numerical data in a way that is e____ to g____.

catching attention message easy grasp

Bar Charts • Useful to c____ a____ or q____

compare amounts quantities

During presentations, speakers show their ________ by knowing their content well.

competence

During Delivery • Find ways to express c____, but don't be e____. • Get to the p____. • Don't d____ or b____ the message.

concern excessive point downplay bury

The purpose of tables and charts is first and foremost to f____ into the s____ l____ you have established for your report.

fit story line

A speaker can prepare for the unexpected during a business presentation by maintaining an attitude of f____ mastering the presentation's c____

flexibility content

Table of Contents • Expected for nearly any report over ____ p____ l____

ten pages long

Which of the following are elements of the SOFTEN model of nonverbal communication? t____ s____ n____

tone smile nod

Which of the following are applications of the AIM planning process in presentations and speeches? highlighting t______ c______ including s______ p______ to the k______ i______ conducting an a______ of the presentation's l______

topic-related conclusions supporting points key ideas analysis listeners

To keep an organization free of the mum effect, it is necessary to foster a t____ and o____ w____ c____.

transparent open work culture

Headings are used in reports to help readers n____ r____ through the document. indicate the c____ of each section. reveal the b____ l____ of the document.

navigate rapidly contents basic logic

When reviewing a poor performer, you should make sure the person understands the n____ for i____.

need improvement

What is the first step in the AIM planning process? understanding the n____ of your a____

needs audience

Which of the following best explains what you should do during your team presentation to show your team is united? You should r____ to one another throughout the p____

refer presentation

Which of the following actions tend to increase the credibility of a business report? citing r____ s____ being p____ when c____ facts including details that s_____ the report's c_____

research sources precise citing support conclusions

Respect (How r____ is your communication?) • Would recipients consider my communication r____? • Have I stated the message in a way that recognizes the i____ w____ of others?

respectful respectful inherent worth

What is the last step of the PREP method for justifying your views in a presentation? r____ your p____

restating position

What are characteristics of the preview statement of a report? It should give the reader a g____ i____ of what the report c____. It should s____ the report's k____ m____.

general idea covers summarize key messages

When writing a presentation for clients and customers, you should primarily focus on influencing which two of the following groups? k____ d____ m____ prospects for f____ b____

key decision makers future business

In a business presentation, the presenter's views are the k____ m____ of the presentation.

key messages

Which type of learner responds best to participation-focused presentations?

kinesthetic

Which of the following are different learning styles that audience members may have? k____ a____ v____

kinesthetic auditory visual

When preparing a speech about a business product, what should you find out about your audience? what they k____ about the p____ the s____ of their i____ about the p____

know product source information product

Which of the following statements about business proposals are true? They may vary in l____ and f____. They address the a____ of r____ for business activities.

length format allocation resources

Face-to-face performance reviews are o____ i____ s____ for m____

often intensely stressful managers

What is a guideline for the effective use of electronic slides in a business presentation? Show no more than ____ s____ for every m____ or ____ of a presentation.

one slide minute two

A business report problem statement should establish the p____ of the report. the v____ of the report.

purpose value

During a business presentation, a speaker might have to incorporate changes quickly if audience members ask q____ listeners make c____

questions comments

What are things that good speakers will do when involving the audience in their presentations? make sure q____ and d____ stay on topic limit the amount of t____ spent interacting with l____

questions discussion time listeners

Delivering bad news with the feelings of the recipient in mind involves stating the bad news q____. explaining why the d____ was m____. keeping any buffer statement s____.

quickly decision made short

A document that explains why a business goal is beneficial and details how resources and funds will be allocated to meet the goal is known as a business

Proposal

Which two of the following have reliable guidelines for documenting sources in a business report? the P____ O____ W____ L____ the ____ s____ w____

Purdue online writing lab APA style website

Important Issues in Evaluating Data • R____ • R____ • A____ • E____ • B____

Reliability Relevance Adaptability Expertise Biases

Closed question: R____ respondents to c____ a____

Restrict certain answers

Speeches that are highlighted by slides full of illustrations appeal in particular to ______ learners.

Visual

What is the learning style of your audience? V____, a____, or k____ learners

Visual Auditory Kinesthetic

When you make a presentation to colleagues, it offers a chance to improve your colleagues' opinions about your

abilities.

Which of the following criteria are part of the FAIR test? Your real motives in making the presentation are a_____. The presentation is f____ c____

accessible factually correct

If a hypothetical story is used in a business presentation, the story should be which of the following? a_____ b_____

applicable believable

Which of the following are common types of buffers for bad-news messages? a____ g____ a c____ a n____ s____

appreciation giving compliment neutral statement

Which of the following should be provided throughout your business report to indicate any information taken from other sources?

citations

When professionals with hub MVSs listen to business presentations, they respond best to which of the following? Presentations that hold c____ b____ l____ Language that presents s____ o____

clear business logic several options

The conclusions and recommendations in a business report should be focused on a c____ b____ p____.

clear business problem

Which two of the following are key strategies when creating slides for business presentations? Make sure that the slide design is e____ to p____ Avoid making the slides too c____

easy process complicated

For business speakers, attire influences how others p_____ them.

perceive

Pie Charts • Useful for illustrating the p____ within a w____

pieces whole

To use another person's ideas and pass them off as one's own is called

plagiarizing.

When your report is almost finished, you should review it to make sure that the report is as e____ as possible. you have been f____ to y____ and your r____.

effective fair yourself readers

Provide a Compelling Preview • An e____ a____ • A p____ s____ • An o____ s____

effective attention-getter positioning statement overview statement

Which kinds of appeals should be made when giving speeches and presentations? e_____ a_____

emotional analytical

Information sufficiency: Charts should contain enough information for the reader to q____ and r____ u____ the ideas that are being displayed

quickly reasonably understand

Who generally makes the request for research in the workplace?

managers clients

What is the central element that makes a chart effective and interesting? The m____ that the chart conveys

message

When presenting an audience with charts and tables and other numerical information, which of the following should be your primary concern? Emphasizing the m_____ that you want the audience to remember

message

A table of contents is usually included in a business report if the document is m___ than ___ p___ long.

more 10 pages

Which of the following statements about lengthy surveys are true? Respondents who are paid are m____ c____ in completing them. They commonly are l____ i____ by impatient respondents

more careful left incomplete

To avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, you should learn to r_____ and n_____ these e_____.

recognize name emotions

Which of the following are typically used to document sources for a business report? a r____ l____ c____

reference list citations

Which of the following are resources for business research offered by most libraries? s____ j____ o____ d____ b____ p____

scholarly journals online databases business periodicals

Which statements about workplace research projects are true? You usually have some ability to define the s____ of your r____ p____. Requests for research typically come from m____ or c____. Many companies have guidelines for using s____ r____.

scope research project managers clients secondary research

Using the SOFTEN model of nonverbal communication allows you to project s_____ f_____

self-assurance friendliness

You should review bad-news messages before the bad news is s____. because recipients may m____ the news to make sure you are b____ r____.

sent misinterpret being respectful

Severity: • How s____ or d____ the bad news is

serious detrimental

Industry publications are written to cater to the s____ i____ of members in particular i____

specific interests industries

What are common problems with using business periodicals as sources? They are not often applicable to s____ p____ and o____. They often include a____ e____.

specific problems organizations anecdotal evidence

What is a likely consequence of a person waiting a long time to deliver bad news? The bad-news recipients will s____ and g____.

speculate gossip

What are some benefits of using a remote control to advance slides during a business presentation? You are free to m____ a____ the room. You can more e____ continue e____ c____ with the audience.

move around easily eye contact

If all the audience members are sitting in back rows for a speech presentation, which of the following are recommended steps to take? Make a point of m____ c____ to the audience members. Ask the audience members to m____ f____.

moving closer move forward

Methods to help prepare emotionally: • Use a n____ s____ l____. • Use a ____- or ____ b____. • Use a t____ m____.

neutral subject line one two-sentence buffer teaser message

Secondary Research • The analysis of data collected by others with n____ d____ from you or members of your o____

no direction organization

"A survey question should have response choices that are unambiguous." This means that there should be n____ o____ between the r____ c____.

no overlap response choices

To be effective, what qualities should survey questions have? They should be n_____ They should be e_____

non-leading exhaustive

Which of the following are open-stance gestures for a business speaker? keeping arms at the s____ of the b____ using p____ g____

sides body palms-up gestures

Which of the following describes the effect of good visual aids on a presentation? They s_____ improve the e_____ of the presentation.

significantly effectiveness

How does paraphrasing avoid becoming plagiarism? It s____ alters the o____ w____ and s____ s____, but gives c____ to the o____.

significantly original words sentence structure credit originator

When creating electronic slides for a business presentation, you should make sure that the data and ideas they present are as s____ and c____ as p____

simple clear possible

Typically, numerical information is most effectively presented through which two of the following? t____ c____

tables charts

To define research problems, the project's stated goals should be t_____. s_____. a_____.

targeted. specific. achievable.

Cover Page • Include a t____, n____ of those who w____ and/or are s____ the report, and a d____

title names wrote submitting date

Information • I____ k____ f____ and c____

identify key facts conclusions

In general, how long should an executive summary be? one page for every ___ to ___ p___ in the report

10 20 pages

Pie/Formatting Guidelines: • Largest slice should begin at ____ ____ and go c____; second-largest slice should begin at ____ ____ and go c____. • E____ s____ should be used sparingly. • Pie slices should complete a w____ (add up to ____% of a d____ s____).

12 o'clock clockwise 12 o'clock counterclockwise Exploding slices whole 100 data series

In general, a consumer research survey should take no longer than ____ m____ to complete contain fewer than ____ or ____ questions

5 minutes 5 6

Positioning Statement • F___ your m___ in a___ t___ to your a___ m___ • Demonstrates c___ and v___ ___ • Ideally ___-___ s___

Frames message appealing terms audience members clear valuable benefits 1 2 sentences

Formatting Guidelines for Tables: O____ I____ D____ s____ C____/r____ l____ G____ l____

Order Indentation Data series Column row labels Grid lines

Order: Order your entries a____ (a____ or n____ order of categories, or a____/d____ order of values of c____)

appropriately alphabetical numerical ascending descending comparison

All charts/Formatting Guidelines: • Ensure that all data is a____ l____. • Avoid using too many b____ c____; they can be d____. • Use d____ c____ to represent your most important data series. • Avoid u____ f____ or too many s____ e____. • Avoid ____ c____. • Ensure that all text is h____. • Avoid w____ t____ on dark backgrounds in most cases.

appropriately labeled bright colors distracting darker colors unusual fonts special effects 3-D charts horizontal white type

Create Effective Charts Criteria: 1. T____ d____ 2. F____ p____ 3. I____ s____ 4. Ease of p____ 5. T____ m____

Title descriptiveness Focal points Information sufficiency processing takeaway message

True or false: A fatal error in a business presentation is to present evidence but leave out central positions.

True

True or false: A good speaker will involve the audience as much as possible without taking too much time or straying from the speech topic.

True

True or false: A university library is an excellent resource when researching a business topic that requires access to expensive company and industry reports.

True

True or false: For most bad-news messages, the rationale for the bad news is given first.

True

True or false: How audience members perceive a business presentation speaker's authenticity impacts how they regard the speaker's message.

True

One important consideration when delivering bad news to customers is to a____ p____ the b____ for the s____ on them.

avoid placing blame situation

What are some differences between evaluating excellent performers and evaluating poor performers? Poor performers should be told that they must i____. The message for excellent performers should be g____ p____.

improve generally positive

Which of the following statements about performance feedback are true? It helps you i____ your s____. It can be counterproductive if you r____ to it i____. It is i____, even if it is n____.

improve skills react improperly important negative

If a report is based on secondary research, it is appropriate to use information from n____ s____ to reach n____ and perhaps u____ c____.

numerous sources new unique conclusions

Which of the following requires a source citation? p____ d____ q____ i____ borrowed from a s____ s____

paraphrase direct quotation ideas secondary source

What is a recommended practice when you are answering a question from a member of the audience that requires you to quickly come up with a response? p____ before giving the a____

pausing answer

When a chart is being developed, the key component is

planning

Which of the following statements is true about leading questions in a survey? They manipulate participants into responding in a p____ w____.

preferred way

When a business speech is about people, which of the following generally occur? The p____ of any s____ becomes livelier. The audience becomes more c____ in the s____

presentation statistics confident speaker

Likelihood: • Relates to the p____ of the bad event o____.

probability occurring

Turning Down Requests and Ideas Tips • Preserve p____ and c____ w____ r____ by using richer communication channels. • Avoid t____ a____. • Appeal to v____ and p____. • Avoid turning down requests and ideas in a way that c____ the conversation.

productive comfortable working relationships token appreciation values principles closes

What result can a speaker anticipate by mingling with audience members after a business presentation? developing p____ c____

professional connections

Which of the following are fundamental to any successful presentation? s____ w____ c____

structure well-formed content

When creating a chart, you should consider the five most important elements, including the s____ of the information the d____ of the title how e____ a reader can process the i____.

sufficiency descriptiveness easily information

The primary purpose of including tables and charts in a business report is to s____ the s____ l____ that you have established for your report.

support story line

Apply the FAIR Test to Your Research Data and Charts • Examine all the a____ f____ and interpret them from v____ p____. • Don't make a____ or draw c____ beforehand.

available facts various perspectives assumptions conclusions

Labels and legends on a chart should indicate what is b____ m____. what u____ of m____ are depicted

being measured units measurement

Which of the following are recommended practices for written bad-news communications to customers? Point out alternatives that the customer can c_____. Include the s_____ b_____ e_____ as other bad-news messages

control same basic elements

When making decisions concerning bad news, you should collect information from d____ s____. r____ d____ and f____ from your judgment. evaluate your own e____.

different sources remove defensiveness favoritism emotions

In a business situation, after delivering bad news and explaining why things turned out this way, you should d_____ what this d_____ m_____ for the r_____.

discuss development means recipients

Which of the following are examples of what needs to be documented to avoid plagiarism? the e___ w___ of text that you quote other people's i___ that you b___ or r___ text that you p___

exact wording ideas borrow reference paraphrase

When planning a research-based business report, you should talk with decision makers to: determine what they e____ from the report find out what they want the research to a____ understand their m____ b____ g____

expect accomplish main business goals

If you want to draw the audience's attention to you during your presentation, you should avoid previewing your slides before showing them to the audience. open your presentation with your slides. explain and elaborate on the content in your slides. keep your slides up even when not referencing them. stand in front of the slide projection.

explain and elaborate on the content in your slides.

Which of the following are ways an audience member can show support to a speaker during a business presentation? maintaining e____ c____ asking m____ q____

eye contact message-focused questions

When describing electronic slides during a business presentation, the speaker's ______ should be towards the audience.

face

Professionals with green MVS will appreciate your ability to provide all of the f____ and avoid rushing to j____ about c____. Greens generally pride themselves on a d____ (n____) approach to decision making and may be turned off by what they consider b____ and i____ appeals to e____. Greens are often emotionally connected to p____ l____; w____ and c____ c____, m____, and other f____; and the ability to handle t____ q____

facts judgment conclusions dispassionate non-emotional blatant irrelevant emotion precise language well-designed conceptualized charts models figures tough questions

Use fact-based language You can raise the credibility of your report by: • Supplying the f____ with p____ • Providing s____ d____ for your conclusions. • Carefully dealing with p____ and c____/e____ s____ • R____ citing your r____ s____

facts precision supporting details predictions cause effect statements responsibly research sources

Which of the following questions should you ask when applying the FAIR test? How f____ is my communication? How a____ or t____ are my motives and reasoning? How does my communication impact s____?

factual accessible transparent stakeholders

Facts (How f____ is your communication?) • Have I gathered all the r____ f____? Have I examined various accounts of the s____ e____? • Is my perspective of the facts influenced by d____, f____, or some other b____? • Is the rationale for this bad news based on s____ f____ and c____?

factual relevant facts same events defensiveness favoritism bias sound facts conclusions

Which of the following is a recommended guideline for delivering bad news? Get to the bad news f____ q____.

fairly quickly

Text taken word-for-word from a source is called a(n)

direct quotation.

Which of the following would be effective transitions in a team presentation? "I'm Gertrude, and now here's Char with the next section." "Now, here's Samer to continue the discussion with a focus on achieving our sales goals." "Hakim will now share some ideas about how to improve student engagement." "Thank you for listening." Speaker then bows and waits for the next speaker to start.

"Now, here's Samer to continue the discussion with a focus on achieving our sales goals." "Hakim will now share some ideas about how to improve student engagement."

AIM Planning Process - A____ - I____ - M____

- Audience - Information - Message

Types of Effective Attention-Getters - R____ q____ - V____ E____ - D____ d____ - T____ or q____ - I____ s____ - U____ e____ - C____

- Rhetorical question - Vivid Example - Dramatic demonstration - Testimonial - quotation - Intriguing statistic - Unexpected exercise - Challenge

Considering how bad news affects others is one application of the

FAIR test

Providing an Overview Statement F____ P____ of the P____ • Ideally ____ to ____ s____ • S____, c____ language.

Final part preview 1 3 sentences simple conversational

Message • F____ on k____ t____ c____ and p____ s____ p____ throughout.

Focus key takeaway concepts provide supporting points

Stories for business contain the following elements: • P____ • S____ • R____ • M____ or l____

Plot Setting Resolution Moral lesson

Why might you write a bad-news message and then wait to read it again a few days later before sending the message? S____ e____ from having just learned about the bad news may have influenced the t____ you used when writing the message

Strong emotions tone

True or false: Citations should be used throughout your business report.

True

Key Features of a Report • V____ to decision makers. • P____ • D____ • E____ n____ • O____

Value precision documentation easy navigation objectivity

Why is using a story line approach in business presentations effective? It helps a____ m____ better remember the p____ i____. It creates an e____ c____ for a____ m____. audience members i____ and u____ s____.

audience members presented information emotional connection audience members internalize use stories

What should be provided throughout a document to indicate the information you have drawn from other sources?

citations

Consistent deep breathing as part of a presentation is effective in helping maintain a c____ p____ improving the t____ of the voice. enhancing v____ t____

confident posture tone voice timbre

When delivering most bad-news messages, you should e____ into the bad news to give the recipient time to a____ to the s____.

ease adjust shock

Line Charts • Useful for depicting e____ and t____ over t____

events trends time

Formal business dress: • Intended to project e____ p____ and s____

executive presence seriousness

The most effective way to deliver bad news with medium to high severity to a long-time business partner or client would be to communicate

in person

Which of the following are forms of nonverbal communication used by effective business speakers? an o____ s____ e____ c____

open stance eye contact

Nathalie, customer relations manager at Digital Media, Inc., must inform her clients of a 15 percent price increase for all services. In doing so, she should be sure to emphasize client's options for s____ m____, such as b____ s____ or choosing l____ c____ p____.

saving money bundling services less comprehensive plans

The filtering of bad news at each level of an organization is known as

the mum effect.

Column/row labels: Label c____ and r____ effectively

columns rows

As a general guideline, a report that is fewer than 5 pages requires at least f____ h____

first-level headings

Excellence in thinking for reports:

Business problem facts conclusions recommendations

Ease of Processing: A chart should convey c____ i____ as q____ as possible.

complicated information quickly

You should arrange the slides that you use in a business presentation to create a

story line.

Primary Research • The analysis of data that y____, people from your o____, or others under your d____ have collected. • Generally most useful for b____ r____. • Common types include analysis of i____ d____, s____ r____, f____ g____, i____, and c____ s____

you organization direction business reports internal data survey research focus groups interviews case studies

Text • E____ S____ • I____ • F____ • R____ • C____

• Executive Summary. • Introduction. • Findings. • Recommendations. • Conclusions.

Which of the following is the most critical factor in a successful presentation? c____ d____

content development

Which of the following are conditions for choosing to use a direct quotation? The text f___ w___ with the document you are writing. The text is worded in an especially c___ way. The text highlights the c___ of the person being q___.

flows well compelling credibility quoted

How do audience members typically respond when they hear an inauthentic speaker make a business presentation? They feel u____

uncomfortable

Components of a Business Proposal • C_____ P_____ • E_____ S_____ • C_____ S_____ • S_____ O_____ • D_____ O_____ • T_____ • R_____ E_____ • P_____/B_____

Cover Page Executive Summary Current Situation Specific Objectives Deliverables Overview Timeline Results Enhancers Pricing Budget

Experienced writers use word processing software, spreadsheets, or databases for recording information about their research sources during the research stage to increase the ________ of their research.

Credibility

FAIR Test

Facts Access Impacts Respect

True or false: In business reports, positivity is more important than objectivity.

False

Which statement is an example of reframing thoughts in order to respond to negative feedback constructively? I am doing fine, so I do not need anyone else's feedback. My boss does not pay enough attention to my work to evaluate it. Getting an honest assessment of my work will help me succeed. I am too busy to respond to feedback. My boss is not perfect and has no right to criticize me.

Getting an honest assessment of my work will help me succeed.

Indentation: I____ or otherwise s____ a____ items within a category

Indent set apart

Which of the following recommendations is the most specific and actionable? Our company should increase inventory and revenues while lowering operating costs. Our company should move to a better location and try to attract more customers. Our company should improve employee training. Our company should expand delivery capability by purchasing a new tanker truck and hiring three additional drivers.

Our company should expand delivery capability by purchasing a new tanker truck and hiring three additional drivers.

Which of the following methods is an approach to business communications designed to help presenters not make the mistake of presenting evidence without first stating a central position?

PREP

Back Matter • R____ L____ or B____ • A____ • A____

Reference list Bibliography Appendices attachments

You are the hiring manager at Intranet, a major IT services firm. What is an effective buffer statement you can use to reject a recent job applicant? Intranet will not be able to hire you because you have insufficient experience. We are sorry that you do not suit the requirements for the system administrator position. Your lack of experience in this field means that you are not the best person for our position. Thank you for your interest in the system administrator position at Intranet. Intranet is looking for a candidate with better expertise than yours.

Thank you for your interest in the system administrator position at Intranet.

Which of the following guidelines for various types of charts is correct? Line charts should have only five or six lines representing different data series. In a bar chart, the baseline should always be an odd number. In a pie chart, the largest slice should be centered at the bottom of the chart. The slices in a pie chart should complete a whole (add up to 100%).

The slices in a pie chart should complete a whole (add up to 100%).

When discussing bad news, the d____ of the m____ can be m____ i____ than the c____.

delivery message more important content

Document Your Research - Excellent documentation helps decision makers e____ the c____ of your report. - Use a system for d____ s____

evaluate credibility documenting sources

Which of the following typically occur when you smile during a presentation? Listeners are more likely to view you f____. You make a p____ c____ with listeners.

favorably positive connection

Research indicates that when banks told customers why they reached bad-news decisions, it i____ the t____ that customers felt toward the banks

increased trust

Survey Questions Should Be Simple to Answer • Should contain s____ q____ and s____ r____ o____. ••••••• Read in ____ to ____ s____ per question. ••••••• Answer in a f____ s____

short questions short response options 10 20 seconds few seconds

Reviewing Your Presentations for Fairness and Effectiveness Final Review • Check t____ works. • Check for t____ • Seek feedback from c____ and c____ • Apply the ____ T____

technology typos colleagues clients FAIR test

Which tip will help you manage your nervousness before giving a presentation? resisting the urge to envision yourself presenting watching what foods and beverages you consume avoiding talking to the audience before starting your presentation focusing on people in the audience with skeptical expressions arriving for your presentation at the last minute

watching what foods and beverages you consume

Which of the following should be verified when reviewing a business presentation? Supplementary materials are w____ p____ Related technology is in w____ o____ The electronic slides have been p____

well prepared working order proofread

What will help make presentation slides appear uncluttered? plenty of w____ s____

white space

Library Sources • Books across a w____ range of d____ and t____. • D____ r____. • C____ and i____ r____ and s____ j____. • O____ d____.

wide disciplines topics digital resources company industry reports scholarly journals online databases

When important decisions must be made, but there is not yet much information available, leaders lose credibility if people think they are w____ i____ people tend to s____ r____ about what is happening people f____ assume the w____.

withholding information spread rumors frequently worst

Which of the following actions are plagiarism? copying a text w____ and passing it off as your o____ any l____ t____ s____ and p____ o____ the ideas of someone else as your o____

word-for-word own literary theft stealing passing off own

Components of PREP Method • P_____ • R_____ • E_____ • P_____

• Position • Reasons • Example • Position

Establishing Presence SOFTEN Model of Nonverbal Communication • S____ • O____ s____ • F____ l____ • T____ • E____ c____ • N____

• Smile • Open stance • Forward lean • Tone • Eye contact • Nod

Excellence in thinking leads to reports that are a____. d____ all f____.

accurate document facts

Which statement about bar charts is true? Bar charts cannot be used to compare amounts or quantities. Bar charts can be used to represent only a few types of data. Bar charts are typically used to illustrate the pieces within a whole. Bar charts are more versatile than pie charts and line charts. Bar charts must always have their baselines set at ten.

Bar charts are more versatile than pie charts and line charts.

How can a team ensure that it gives a cohesive presentation? Allow members to work independently as much as possible. Divide up the presentation roles according to strengths. Whoever is speaking should stand away from the team to command audience attention. Avoid repeating each other's points to keep from boring the audience. Be clear with one another about the team's objectives and key messages.

Be clear with one another about the team's objectives and key messages.

Strategies for Using Search Terms Effectively - Use B____ o____ - Use a____ k____

Boolean operators alternative keywords

Which statement is a helpful guideline when creating business reports? Business reports should state the central business problem at the end of the report. A business report should not combine ideas from more than two sources of information. A well-designed table of contents demonstrates the quality of the data used in the report. Cover pages should be used to summarize the most important elements of a report. Business reports should project objectivity first and positivity second.

Business reports should project objectivity first and positivity second.

Two Kinds of Business Reports 1. B____ t____ or b____ i____ •••••••••• Based on p____ and s____ r____. 2. Based on s____ r____ (p____ r____).

Business trend business issue primary secondary research survey results primary research

Which two of the following are the most effectively stated research objectives? Collect up-to-date employee ratings and feedback. Determine why 80% of our hotel guests post negative reviews online. Analyze visitor complaints. Identify ways to provide advancement opportunities for our receptionists.

Determine why 80% of our hotel guests post negative reviews online. Identify ways to provide advancement opportunities for our receptionists.

Developing Research-Based Business Reports • Identify what decision makers want to a____ • Consider your target audience of decision makers' p____ b____ g____, r____ o____, and e____

accomplish primary business goals research objectives expectations

True or false: If adequately rehearsed, business presentations always go according to the speaker's plans.

False

True or false: Reviewing bad-news messages is important only for written bad-news messages.

False

Ways to Interact with Your Audience • F____ q____. •••••••••• P____ before answering. •••••••••• Be h____. •••••••••• Show a____. •••••••••• Be c____. •••••••••• R____ the question to match your a____. • M____ and f____ u____.

Field questions pause honest appreciation concise reframe agenda mingle follow up

Order the following categories of attire according to their level of formality, with the most formal attire at the top and the least formal at the bottom. F____ b____ a____ B____ c____ a____ C____ a____

Formal business attire Business casual attire Casual attire

What accurately matches the type of attire with the attribute it projects? Formal business dress projects authority. Casual dress projects competence. High-level business casual projects friendliness. Formal business dress projects creativity. Low-level business casual projects trustworthiness.

Formal business dress projects authority.

Which of the following sentences should be rewritten to be more appropriately fact-based and precise? Hardly anyone has a negative opinion of the company's products. Among customers who purchased light fixtures, 23% exchanged the fixtures within two weeks. Banks that opened two branch offices within the first five years averaged $3.5 million more in revenues by the end of the decade. If the company invests in this venture, profits are sure to increase.

Hardly anyone has a negative opinion of the company's products. If the company invests in this venture, profits are sure to increase.

In which scenario is the speaker acting advantageously? Louis sits casually on a table while presenting. Harvey stands just in front of the podium to seem more accessible. Diamond stares at her notes to deal with her nervousness. Brianna grips the podium while she speaks to the audience. Alyssa paces around the room while presenting.

Harvey stands just in front of the podium to seem more accessible.

Darius has to make a presentation at a fund-raising event. Which nonverbal behavior should Darius display during his presentation to build the audience's trust in him? He should lean forward but keep an upright posture. He should remain behind the podium. He should use dramatic gestures. He should speak more quickly than usual. He should maintain eye contact with his audience.

He should maintain eye contact with his audience.

Maintaining Credibility When Delivering Bad News How to Be Effective • H____ and o____ are key. • Although people do not like to get bad news, they expect the t____. • Research shows that honesty and openness can lead to more t____ in the b____ b____. • Delivering bad news the right way can strengthen c____ r____ and lay the foundation for i____ t____ when conditions improve.

Honesty openness truth trust bad-news bearer customer relationships increased trust

Which presenter is using the room to his or her advantage? Jared positions himself slightly down the center aisle because the front rows are empty. Nancy stands behind the podium, griping the edges so no one sees her hands trembling. Kenji turns the lights off so everyone can focus on the presentation slides. Juliette paces back and forth across the width of the room while speaking. Adam frequently turns to read the text on his slides while presenting.

Jared positions himself slightly down the center aisle because the front rows are empty.

Front Matter • L____ or M____ of T____ • C____ • T____ P____ • C____ N____, C____ • T____ of C____ • List of T____ and/or F____ • P____ or F____ • A____

Letter Memo Transmittal Cover Title page Copyright notice Credits Table contents tables figures preface foreword acknowledgements

According to a 2014 survey of American adults by Geoffrey Brewer on Gallup Polls online, the fear of public speaking ranks even higher than which of the following sources of fear? N____ and getting s____ Flying on an a____ S____

Needles shots airplane spiders

In which of the following cases could a sentence that a writer takes directly from someone else's writing be considered plagiarism? N____ of the words are placed within quotation marks, and a f____ of the words are altered. Only h____ of the sentence is placed within quotation marks, and n____ words are altered. N____ of the words are placed within quotation marks, and n____ words are altered.

None few half no none no

Design Appealing Slides • Businesspeople frequently use P____ or other e____ s____ p____ • Can increase c____ e____ and p____ by about ____ p____ • Don't forget you as the speaker are the f____ of the p____ • Create a s____ with your s____ t____

PowerPoint electronic slide presentations communication effectiveness persuasiveness 50 percent focus presentation storyboard slide titles

Choose the Right Mix of Channels Three Aspects

Severity Controllability Likelihood

Principles for Survey Questions • S____ to answer • N____ • E____ and u____ • Limited to a s____ i____

Simple non-leading exhaustive unambiguous single idea

Which statement about audience concerns is true? The best way to deal with audience concerns is to encourage listeners to do their own research. Speakers can prepare for audience concerns by considering them beforehand. Audience members are unlikely to have concerns when listening to a presentation. Speakers should be prepared to ignore audience concerns during a presentation.

Speakers can prepare for audience concerns by considering them beforehand.

Ideally, which action should a manager avoid when delivering negative performance reviews? s_____ the bad news

Sugarcoating

Which of the following statements are true for most surveys? The best surveys address an average of three ideas. The survey should be detailed enough to require the respondent's attention for at least 10 minutes. The survey should be short. The questions should be vague to generate unexpected answers.

The survey should be short.

Jacob's team is giving a presentation. Which of the following would be the best choice for presenting a united front? Jacob should wear a bright color. The others should wear a dark color. Team members should stand by the back wall when not presenting. The team should stand close together on stage and avoid looking at each other. Team members not presenting should sit in the front row with the audience. The team should wear the same formality of attire and stand close to one another on the stage.

The team should wear the same formality of attire and stand close to one another on the stage.

Which guideline for creating chart titles is most effective? Place the title vertically so it does not interfere with the visual. Write the title in a bright color so it stands out. The title should explain the primary point of the chart. The title should be long enough to thoroughly explain the topic. The title should always include a subtitle.

The title should explain the primary point of the chart.

What is true of visual learners? They dislike presentations given in loud, clear voices. They learn well from illustrations and simple diagrams. They need breaks at least every 20 minutes. They need group activities or hands-on activities. They make up the smallest portion of the population.

They learn well from illustrations and simple diagrams.

True or false: An important way of developing survey research skills is by conducting actual surveys.

True

True or false: Poorly designed electronic slides can have a negative impact on the effectiveness of business presentations.

True

True or false: Researchers should clearly show how their recommendations are connected to the facts in their report.

True

True or false: When developing a presentation about a new product, you should spend more time giving information about the product if the audience is unfamiliar with it.

True

Which tip is a helpful guideline for nonverbal communication during presentations? Use facial expressions to connect with your audience and show enthusiasm for your topic. Avoid gesturing with your hands, arms, body, and head as that can appear too dramatic. Do not make too much eye contact because audiences interpret that as being aggressive. Avoid smiling and nodding because it can make you seem fake and insincere. Demonstrate warmth by standing with your hands on your hips or folding your arms.

Use facial expressions to connect with your audience and show enthusiasm for your topic.

Secondary Research Sources • W____ p____ • I____ p____ • B____ p____ • S____ j____ • E____ b____ • B____ and m____ b____

White papers industry publications business periodicals scholarly journals external blogs business management books

Nick wants to create a chart that shows how market share is divided among the top companies in his industry. Which option should he use?

a pie chart

Which of the following is the best choice for conveying a large amount of precise data?

a table

Delilah comes to the conclusion while reviewing her presentation that she has left out key information in order to shed a better light on her assessment. Which of the four steps for evaluation does this omission relate to?

access

Access (How a____ or t____ are your motives, reasoning, and information?) • Are my motives c____, or will others perceive that I have a h____ a____? • Is it clear how the d____ was made? • Am I giving enough i____ to bad-news recipients for them to r____ well? • Am I hiding any information that casts me in a b____ l____ or c____ the real reasons for the bad news?

accessible transparent clear hidden agenda decision information respond better light concealing

Precision-Oriented Style • The report offers a_____, w_____ f_____, g_____ r_____ for conclusions, and a solid basis for r_____. • Foundation must be a w_____ b_____ p_____ or c_____

accurate well-documented facts good reasoning recommendations well-stated business problem challenge

What should you do after compiling data for a report? recommend a____ based on the f____ and c____ in the report d____ c____ based on the f____ in the report

actions facts conclusions draw conclusions facts

Audience • A____ n____ and s____ to the a____ in a way that is m____ a____ and e____ to l____

address needs speak audience most appealing easy learn

It is beneficial for a speaker to take questions at a business presentation for which of the following reasons? Audience members will feel that the speaker cares about a_____ their n_____. The speaker will have a better chance to e_____ p_____ of the m_____

addressing needs explain parts message

Which of the following statements about selecting a research topic is true? You should spend a____ time e____ o____ before selecting your research topic

adequate exploring options

Which of the following are the benefits for a speaker of arriving early to a speech or presentation? a____ the presentation if needed seeing who will be a____ being able to assess the r____ and e____

adjusting attending room equipment

Electronic slides should serve simply as an a____ to a b____ p____

aid business presentation

Survey Choices Should Be Exhaustive and Unambiguous • Exhaustive: A____ p____ are available. • Unambiguous: Only o____ c____ is available. Survey Questions Should Contain O____ I____

all possibilities one choice one idea

A survey question should have response choices that are exhaustive." This means that a____ p____ a____ should be i____ among the r____'s c____.

all possible answers included respondent's choices

Most business proposals deal with decisions about a____ r____.

allocating resources

Developing Business Proposals • Deal with a____ r____. • Explain b____ g____. • Vary in l____ and f____

allocating resources business goals length format

Controllability: • The degree to which the bad-news message receiver can a____ the o____.

alter outcome

Adaptability: How well the research can be a____ or r____ to meet your s____ b____ p____

altered revised specific business problem

Decision makers depend on business reports to a____ the information p____. r____ a____ based on the data. provide the c____ i____.

analyze properly recommend actions correct information

Survey questions should: not take much effort to a_____ address o____ o____ i____. not have a d____ m____.

answer only one idea double meaning

Survey Questions Should Be Non-Leading • Do not suggest an a____ ••••••• Otherwise, it will produce u____ and u____ i____

answer unreliable unusable information

Nancy is giving a presentation in a venue that she has never been to before. Which of the following is the most important thing she should do? She should a____ at least an h____ before the presentation.

arrive hour

The goal of the review in a business presentation is to compel a____ m____ to consider taking s____ a____

audience members specific actions

In general, ______ learners believe that emotion is best conveyed through voice.

auditory

Which of the following is a common mistake made by speakers during a slide presentation? They spend too much time with their b____ to the a____

backs audience

Deliver the Bad News in a Timely Manner • No news is b____ n____. • The rumor mill will cause you to lose c____ of the m____. • Know the d____ before you deliver b____ n____.

bad news control message details bad news

In direct bad-news messages, the b____ n____ is delivered, then a r____ is provided.

bad news rationale provided

Delivering Bad News to Customers - Contains the same essential components as other b____ m____ - Emphasize the o____ available, or solutions the customer has c____ over. - In most bad-news situations, customers are interested only in s____.

bad-news messages options control solutions

In a bad-news message, a buffer should appear at the _____ of a message.

beginning

Where does an executive summary appear in most reports? at the b____ of the d____

beginning document

To prevent personal biases from influencing research, you should frequently evaluate whether you are b____ f____ consider all a____ f____ consider the data from v____ v____

being fair available facts various viewpoints

Analyze Your Audience and Gather the Right Information Seven Questions to Ask • How will audience members b____ from the p____, s____, or i____ I am proposing? • What do the audience members a____ k____ about my p____, s____, or i____? • What are my audience members' c____ c____? • Who are the k____ d____ m____? • What will a____ to your audience? • What is the l____ s____ of your audience? • What i____ do I need to gather?

benefit product service ideas already know product service ideas chief concerns key decision makers appeal learning style information

What is the main concern when using white papers in research? They tend to be b___

biased

Which of the following elements are part of the basic documentation of a book used as a source according to APA style and MLA style? b____ t____ a____ n____ y____ of p____

book title author name year publication

Components of Indirect Bad-News Messages

buffer. rationale. bad news. impacts. future goodwill.

What is the most reliable source for most business research? b____ d____ and other materials at the l____

business databases library

During an internal business presentation, a speaker's credibility can be increased through which two of the following? demonstrating knowledge about a b____ i____ explaining how a business idea will i____ the c____

business issue improve company

Professionals with blue MVS will appreciate your ability to discuss b____ r____. Emotionally, blues will connect to you with your use of "w____" l____ and other r____ t____. Analytically, blues will connect with your h____ a____ to business benefits. They are attracted to business logic that includes m____ than just b____ measures of performance.

business relationships "we" language relationship-centered terms holistic approach more bottom-line

Scholarly journals contain b____ r____ that is e____ r____

business research extremely reliable

What is the main function of a review in a presentation? to gain b____ on s____ a____

buy-in specific actions

Which of the following would be a good example of a buffer in a bad-news message? a n____ s____ in the subject line of an email

neutral statement

The review section of a business presentation contains which of the following? a c____ to a____ a b____ s____ of the k____ m____

call action brief summary key messages

Hoda is skilled at reading the emotional signals of her audience and making quick, subtle adaptations to her presentation to connect with them. Hoda is good at showing her

caring.

Mum Effect • Occurs when the c____ of m____ within an organization is filtered at each level to l____ o____ or i____ s____ the bad news. • The message that top executives often hear ends up being u____ r____.

chain messages leave out inaccurately state unrealistically rosy

To support the story line of a report, you should use c____ to simplify c____ n____ i____. include c____ only for s____ that are d____ related to the c____ t____.

charts complicated numerical information charts statistics directly central theme

Apply the FAIR Test to Your Research Data and Charts Don't Mislead • Don't c____ data. • Provide all the r____ f____, even if they don't fit into c____ c____. • Grant a____ to your data. • Remember the i____ of your data on others and present it with r____

cherry-pick relevant facts convenient conclusions access impacts respect

Build Trust • Use c___, s___, and s___ l___ to build trust. • Whereas v___, g___, and l___ l___ create suspicion and anger. • Recipients are more likely to interpret the information as h___ and u___

clear specific simple language vague general legal language honest up-front

Deliver Negative Feedback - Give C____ and T____ Feedback - Focus on A____ and R____, Not A____ and I____ - Establish M____ E____

clear targeted actions results attitudes intentions measurable expectations

Precision-Oriented Reports • Start with a c____ s____ of the b____ p____ or c____ • Use f____ l____ • Document s____ r____ and avoid p____ • Base recommendations on f____ and c____ in the report. • Provide s____ and a____ r____

clear statement business problem challenge fact-based language secondary research plagiarism facts conclusions specific actionable recommendations

If you want to appeal to a professional with a hub MVS, you should focus on which two of the following? benefits to c_____ and c_____ o_____ l_____

clients customers option-oriented language

Angela is a computer science major. Which of the following would therefore be the best topic for her to select for a college research paper? c_____ t_____

cloud-based technologies

Which of the following is the likely result if team members continually check in with one another about key objectives and messages while preparing a team presentation? Their presentation will be c____ and more i____

cohesive influential

Constance's team was organized and efficient. When the team learned it would be giving a team presentation at the annual meeting, its members immediately divided up the work equally. The members worked independently but did not need to check up on one another, since each member was reliable and would not do anything to let down the team. The presentation itself was not particularly effective, and audience members appeared distracted. Which of the following is the most likely reason the presentation was unsuccessful? The team did not c____ about the o____ p____

collaborate overall presentation

The views you provide in a business speech are essentially attempts to convince audience members to c____ to some type of r____

commit risk

Which of the following statements are true about the fear of public speaking? It is a c____ fear. The fear is generally greater for i____ o____

common important occasions

Use a one- or two-sentence buffer. • Establish c____ g____, show a____, state your s____, or otherwise express g____.

common ground appreciation sympathy goodwill

Cleo's team will be giving a group presentation. Which of the following should the team do to ensure a cohesive team presentation? Team members should c_____ with each other about the o_____ while preparing. Team members should be u_____ in the team's k_____ o_____ and m_____

communicate objectives united key objectives messages

Disadvantages of Bad News in Written Form - Unable to demonstrate c____ through n____ c____ - Unable to i____ r____ to concerns - Unable to work out m____ s____ - Less able to control l____ impacts on w____ r____

concern nonverbal cues immediately respond mutual solutions long-term working relationships

Which example is a type of primary research? conducting survey research extracting relevant information from the Internet reading through newspapers referring to a competitor's previous business reports using information from government surveys and reports

conducting survey research

Which of the following are accomplished by referring to one another throughout a team presentation? You ensure your comments c____ with your teammates' c____ You demonstrate that your team is u____

connect contributions united

What is the main rationale for not starting to show slides as soon as you begin a presentation that features slides? You should first make a c____ with your a____

connection audience

Tiffany was given a research paper assignment in her class. She had two months to complete the assignment but was eager to get started. She picked her topic that afternoon, spent the next two days researching, then began writing. Which of the following should Tiffany have done? She should have spent more time c_____ her o____ for a r____ t____.

considering options research topic

Providing Clear Headings That Support a Story Line • Heading structure should stay c____ throughout. • Title is d____. • The story of the report includes: •••••••• B____ p____ or c____. •••••••• O____ and r____ •••••••• O____ •••••••• A____ (r____).

consistent descriptive business problem challenge opportunities risks options advice recommendations

Types of buffers: n____ s____ a____ s____ c____ g____ c____

neutral statement appreciation sympathy common ground compliment

Which of the following statements about numerical information in business are correct? Some management experts consider communicating with numbers to be a c____ c____. B____ o____ e____, b____, and c____ b____ are expressed with numbers

core competency business operating expenses budgets customer behavior

When is it is usually acceptable to provide written notice of bad news to external partners? When your audience prefers c____ in w____ f____ When the bad news is not s____ If you are r____ to a w____ r____

corresponding written form severe replying written request

Which of the following are items in a business report that tend to increase the effectiveness of the author's recommendations? the c____ and other i____ a r____ c____ s____ that would help achieve an o____

cost implications rationale clear steps objective

Advantages of Bad News in Written Form - Can c____ message more carefully - Can d____ the message more easily - Can provide a message that serves as a r____ (provide d____, s____, and options for f____ a____) - Can d____ message to more people more e____

craft document reference directions suggestions future actions deliver efficiently

Which of the following considerations in timing the delivery of bad news are true? If you deliver bad news without knowing the details, you can c____ u____ w____. You can lose credibility if others think you have w____ w____ to d____ b____ n____.

create unnecessary worry wrongfully waited deliver bad news

Establishing Presence Strategies • Establish c____ •••••••••• I____ presentations. •••••••••• E____ presentations. • Maintain a____. •••••••••• Present your r____ s____ to the audience. • Know your m____ and r____ • Overcome f____ and speak with c____

credibility internal external authenticity real self material rehearse fear confidence

A speaker's nonverbal communication influences how audience members perceive which two of the following? the speaker's c____ the m____ delivered by the speaker

credibility message

Primary research is usually preferable in preparing a business report because it can be c____ to s____ p____.

customized specific projects

To soften the blow of bad news in written communications. you could use a n____ s____ l____ for the message. a b____ s____.

neutral subject line buffer statement

What are two disadvantages of distributing handouts during a business presentation? You lose control over which d____ audience members are looking at during the p____. Audience members will begin to p____ l____ a____ to you.

data presentation pay less attention

Personal biases sometimes cause a researcher to do which of the following? interpret d____ i____ collect only data that s____ the researcher's b____ ask the w____ q____

data incorrectly supports biases wrong questions

Use Online Information for Business Research Strategies • Always evaluate d____ q____ • Do more than just "G____ it." ••••••••• Go to r____ b____ and i____ w____ and conduct s____. ••••••••• Find o____ d____ and f____ about your selected topic. ••••••••• Search beyond t____ i____. • Be p____

data quality google reputable business industry websites searches online discussions forums text-based information persistent

When giving a presentation, nervousness is only dysfunctional when a speaker cannot d____ the c____

deliver content

Which of the following statements are true about bad-news messages? They should be d____ p____. They can be delivered through d____ a____ c____. They should s____ g____ toward the r____.

delivered promptly different appropriate channels show goodwill recipients

Sun's team is giving an important presentation on a new heart rate monitor. Pablo is energetic and charming but physically uncoordinated. Jisoo is an experienced yoga instructor who can lower or increase her heart rate by controlling her breath. Thorin is methodical, calm, and introverted. Sun has experience as a math tutor. Which of the following roles would be most appropriate? Jisoo should d____ how the heart rate monitor w____ Sun should explain any n____ i____ about the heart rate monitor.

demonstrate works numerical information

In a business report, bulleting is used for which of the following? to break up d____ blocks of t____ to group information v____ for e____ c____

dense text visually easier comprehension

Opt for d____ titles and headings that help your readers q____ recognize the v____ and c____ of any given section

descriptive quickly value contents

Which of the following are true about discussing the short-term effects of bad news? Skipping a discussion of the negative impact on the recipients will make them see you as d____ from their n____. It is important to discuss what the b____ n____ means to recipients, instead of m____ it.

detached needs bad news minimizing

Handouts • Make sense for d____, n____, and other i____ that is difficult to p____ a____ onto a s____. • Wait until the e____ of your p____ to distribute handouts.

detailed numerical information project adequately screen end presentation

Seeking performance feedback at work helps you d_____ s_____ to m_____ a_____

develop skills move ahead

What are recommended practices for documenting your research sources? Make d____ r____ i____ rather than going back later to find sources again Record documentation s____ to avoid providing an i____ s____.

documentation records immediately systematically incorrect source

What are some advantages of online surveys? The data can be d____ a____ into a s____. The surveys can reach a v____ l____ n____ of respondents. They are generally r____ a____ to survey responders

downloaded automatically spreadsheet very large number readily available

Establishing Presence Stay Flexible • Arrive e____ • Focus on the n____ of your audience. • When you lose your place, don't p____ • Never tell your audience things haven't g____ as e____ • Always have a p____ ____. • Know what your k____ m____ are.

early needs panic gone expected plan B key messages

Survey Research • Increasingly common because of the e____ of administering o____ s____. • Generally involves w____ q____. •••••••• C____ q____. •••••••• O____ q____.

ease online surveys written questionnaires closed questions open-ended questions

If the structure of a report is familiar to decision makers, then it will be e____ to n____.

easier navigate

What should you do when designing a business report for a busy executive? Make it e____ for the executive to n____ q____ through the document. Assume that the executive will not r____ all of the t____.

easy navigate quickly read text

In a business presentation, the content of any slide should be e____ to r____ and u____

easy read understand

Disadvantages of Bad News in Verbal Form - May hinder e____ d____, i____, and d____ of bad news due to s____ e____ - Requires more t____ - Less able to d____ the bad news - Less able to provide d____ that bad-news recipients can r____ later

effective delivery interpretation discussion strong emotions time document directions reference

Which of the following are visual aids that can be used in business presentations? e____ s____ s____ v____

electronic slides screencast videos

Compared to written proposals, speeches and presentations are better suited to capitalize on ______ appeals.

emotional

Rereading bad-news messages several times before sending them can allow you to remove e_____ c_____ w_____ and s_____ the tone. can prevent time b_____ w_____ due to m_____. helps you try to see the message from the p_____ of the r_____.

emotionally charged words soften being wasted misunderstandings perspective recipients

Which three of the following should be done when giving a negative performance review? Seek solutions that e_____ o_____ for the employee's f_____ with the company. Explain how poor individual performance a_____ the o_____. Ask the employee why their p_____ is not b_____.

emphasize optimism future affects organization performance better

Applying the Story Line Approach to Your Presentations • Allows your listeners to e____ on a d____ l____, e____ and i____ • People remember s____ more easily than they do a____ i____, and they are more likely to a____ on what they h____ via stories.

engage deeper level emotionally intellectually stories abstract information act hear

To express sympathy for people who are receiving bad news, you should s____ g____ c____ and a____.

show genuine concern appreciation

Which of the following are benefits that you obtain by rehearsing a business presentation? increased f____ with the content awareness of places to highlight with n____ c____ discovery of areas where content needs to be a____

familiarity nonverbal communication altered

During a business presentation, audience members should be able to understand the information on slides within a f___ s___

few seconds

Which item is most likely to be included in an appendix? financial statements and marketing materials the report title, the names of those who wrote and/or are submitting the report, and a date all first-level headings and sometimes all second-level headings a summary of key findings, conclusions, and recommendations a clear statement of the central business problem

financial statements and marketing materials

Which of the following might a business report's table of contents include? f____ h____ s____ h____

first-level headings second-level headings

Preview statements can help decision makers f____ the d____ of your t____. They also frame the m____, allowing readers to create a m____ m____ of your k____ t____ m____

follow direction text message mental map key takeaway messages

Advice for Analyzing Data • Learn about f____ and other forms of s____ and q____ a____. • Learn about s____, d____, and s____ s____. • R____ on others in your analysis. • Stay focused on your b____ p____ and look for the b____ p____.

forecasting statistical quantitative analysis spreadsheet database statistical software rely business problem big picture

To demonstrate competence when giving a presentation, a younger business professional should dress with greater

formality.

When showing slides for a business presentation in a room that allows you to dim only the lights next to the screen, you should remember to do which of the following? Stand where you are in f____ l____

full light

Getting the Tone, Style, and Design Right Tips • Aim for a tone of g____ c____ in a p____ m____. • Inject some p____ d____ to the message, but don't provide f____ h____. • Use a writing style that is s____, a____, and j____. • Maintain a s____ d____.

genuine concern professional manner positive direction false hope simple accurate jargon-free simple design

When giving a business presentation, a speaker should dress with ______ than the members of the audience.

greater formality

Explain Immediate Impacts Be H____ • Your focus should be on the b____ r____. • Resist the impulse to m____ the negative impact. Other Tips • Focus on s____ and l____ b____. • Show g____.

honest bad-news recipients minimize solutions long-term benefits goodwill

When delivering bad news, it is important to be h____ and o____

honest open

Most people appreciate your h____. • Harder to show in w____.

honesty writing

In terms of maintaining credibility, the most important quality to convey when delivering bad news is

honesty.

Which of the following are formatting guidelines for any kind of chart? Make sure all text is h____ Avoid using m____ b____ c____. Avoid u____ f____.

horizontal many bright colors unusual fonts

When giving an internal presentation, you should focus your presentation primarily on persons who have the ability to put your i_____ into a_____

ideas action

Your report is essentially plagiarized if the majority of i____ in your report are based on just ____ or ____ s____.

ideas one two sources

When a business speaker has presence, audience members tend to respond in which two of the following ways? They admire the speaker's i____ They become motivated to t____ a____.

ideas take action

Which of the following are good strategies to use when delivering negative performance reviews? Investigate reasons for the person's i_____ w_____. Explain that the employee's u_____ affects the organization. Mention that poor performance l_____ the person's o_____ at the company

inadequate work underperformance limits opportunities company

Latisha is giving a presentation on how summer hours programs—which allow employees to work an extra hour a day so they get a half-day off on Friday—affect morale. She begins her presentation with a funny story about how she lost her room key on her last vacation, and everyone in the audience laughs. How appropriate is this as an attention-getter? It was i____ because it did not e____ the audience in thinking about her i____

inappropriate engage ideas

When audiences hear stories as part of a business presentation, they retain i____ included in stories. are more likely to a____ based on what they h____. remember a____ i____ better

information act hear abstract information

Which of the following are aspects of the AIM planning process? i____ a____ m____

information audience message

Design Your Slides for Ease of Processing • Limit the amount of i____ on any given slide. • Use font sizes that all audience members can r____ e____ • Focus on and highlight k____ i____ • Use plenty of w____ s____ • Use h____ b____ and c____ • Use c____ i____ in m____ • Develop s____ c____ and d____ • Get p____ d____ h____ when possible.

information read easily key information white space high-contrast backgrounds colors compelling images moderation simple charts diagrams professional design help

Which two of the following do speakers often do when they establish a presence during their business presentations? They generate i____ in their ideas. They gain the a____ of listeners.

interest attention

Casual dress: • L____ f____ option. • R____ in a business-related setting.

least formal rare

The biggest disadvantage to using the Internet as a source of research, rather than business databases and other sources available at the library, is that information on the Internet is l____ r____ than information gathered in business databases.

less reliable

When interacting with the audience during a presentation, you need to be able to reply q____ to q____ asked by a____ m____

quickly questions audience members

When you are deciding where to stand during a speech or presentation, you should choose a location that will do which of the following? place you near the l_____ give you the b_____ e_____ c_____ with listeners

listeners best eye contact

The failure to share bad news within an organization leads to l____ m____ within the organization sometimes happens because employees don't want to be b____ when things go wrong gives top-level officials the impression that things are m____ p____ than they actually are.

lower morale blamed more positive

Business periodicals (m____, n____) provide s____, i____, and a____ about c____ b____ i____.

magazines newspapers stories information advice contemporary business issues

Which of the following statements about business presentations using numerical data are generally true? The m_____ m_____ in such presentations will likely not be numerical Most audiences will not remember a l____ of s____.

main message lot statistics

The first step of the AIM planning process may be difficult for a business presentation because you may not know the m____ of the a____

makeup audience

Face-to-face performance reviews are stressful for both m_____ and e_____. are a r_____ o_____ for most professionals. tend to be more stressful when they are n_____.

managers employees regular occurrence negative

Which of the following are relaxation techniques that can help limit nervousness before a presentation? m____ emptying your m____ c____ b____ from ____

meditating mind counting backward 100

Charts are useful for: presenting a m____ v____ i____. presenting complex data in a s____ f____. communicating n____ d____.

memorable visual image simple format numerical data

Why should the following survey question for the customer of a bank be rewritten? "How satisfied were you with our customer service and the interest rate we offer? (very satisfied, somewhat satisfied, somewhat unsatisfied, very unsatisfied)" It is asking about m____ than o____ i____.

more one idea

Business casual dress: • Intended to project a m____ c____, r____ f____ while still maintaining a h____ s____ of p____

more comfortable relaxed feel high standard professionalism.

Know your material and rehearse. • Become m____ c____ with the content. • Work out w____ c____ areas. • Identify parts that you want to e____ through t____ and n____ c____ • T____ the presentation.

more comfortable weakly connected emphasize tone nonverbal communication time

One advantage of open-ended questions is that they help researches understand an issue in m____ d____ than closed questions

more depth

Which of the following are advantages of secondary research in preparing a business report? It provides access to m____ s____ of i____. It is usually less t____. It usually c____ l____ than primary research

more sources information time-consuming costs less

Develop Your Message This is the m____ c____ factor in p____ s____ • Identify a f____ t____ m____ • Structure your presentation with a c____ p____, v____, and r____

most critical presentation success few takeaway messages clear preview view review

Focal Points: A chart should draw the reader's attention to the m____ c____ r____ and i____

most critical relationships ideas

Executive Summary • Summarize the m____ i____ contents. • Include k____ f____, c____, and r____. • Should be about ____ p____ per ____ to ____ p____ in the report.

most important key findings conclusions recommendations 1 page 10 20 pages

What will appeal to your audience? Consider the m____ v____ s____ (____)

motivational value systems (MVSs)

What are recommended relaxation techniques for managing nervousness in preparation for a presentation? Listening to m____ that you enjoy. S____ E____ a d____ or so before the event.

music stretching exercising day

Taking a few deep breaths has which of the following effects before a presentation? It quells n_____

nervousness

Advantages of Bad News in Verbal Form - Can use and observe n____ c____ - Can more easily demonstrate i____ - Can more e____ c____ and e____ the bad news - Can respond to c____ immediately

nonverbal cues intentions effectively clarify explain concerns

Which of the following statements about nervousness and public speaking are true? Experiencing nervousness in public speaking is n____ Nervousness can result in a more p____ p____ Feeling nervousness in public speaking can be a b____

normal passionate presentation benefit

Which guideline is most helpful for formatting tables? Make n____ c____ to show comparative data

numerical conversions

Gather Information from a Variety of Sources • Makes you more likely to make o____ j____ and propose f____ s____. • Be aware of your own e____ and how they impact your t____.

objective judgments fair solutions emotions thinking

How to Present • Be clear with one another about your o____ and k____ m____ • Decide on your p____ r____ • S____ t____ and present a u____ f____ • Refer to one another's p____ • T____ e____

objectives key messages presentation roles stand together united front points transition effectively

All business trend reports should have which of the following characteristics or features? o____ d____ e____ n____

objectivity documentation easy navigation

When giving a negative performance review of an employee, you should comment only on things that you have o_____, not t_____ and f_____.

observed thoughts feelings

In what ways can a question-and-answer session of a business presentation be a risk for the speaker? The questions may throw the speaker o____ t____ Audience members' questions may be d____

off topic difficult

When is it better to use a chart instead of a table? When the goal is to illustrate o____ m____ p____ or r____ When there is a relatively s____ amount of i____ being shown

one main point relationship small information

What should you plan to do in the days after you have given a business presentation? You should take steps to help develop o____ p____ r____ as a result of the presentation. You should consider sending a b____ e____ n____ thanking the audience members for a____. You should r____ to any audience members to whom you made promises about p____ a____ i____

ongoing professional relationships brief email note attending reply providing additional information

What online sources are likely to provide quality information for business research? o____ f____ and d____ b____ and i____ w____

online forums discussions business industry websites

Why is it important to gather facts from a variety of sources so you can make fair, objective decisions before delivering bad news? Your initial interpretation of the situation might not be the o_____ v_____ w_____ to l____ at it. Since the consequences of the bad news might be severe, you should be sure of the f_____ and p_____ s_____. Although the situation might be upsetting, usually the solution should not be based on e_____.

only valid way look facts possible solutions emotion

The beginning of a presentation is the time when audience members form an o____ about the s____

opinion speaker

Fran is finishing up her portion of the team presentation and passes the speaking role to Maia. She says, "Maia will now discuss the benefits of core strength exercises on running. She'll share her personal story about how strengthening her core resulted in fewer running injuries and how this led to a personal best in the local marathon last year. She'll also demonstrate some of the exercises, such as the side plank and the bridge." Which of the following best explains the effect of this transition? Fran took o____ from Maia and prevented Maia from being able to showcase her m____ p____

opportunities main points

One major difference between direct and indirect bad-news messages is that the o_____ of d_____ the n_____ and p_____ a r_____ are switched

order delivering news providing rationale

When you weave together information gathered from a variety of sources and think up your own ideas, reach your own conclusions, and make your own recommendations, you are demonstrating

originality of thought.

Business and management books range greatly in terms of their o____ u____

overall usefulness

Statistics and Figures • Don't o_____ your audience members with data. • Focus on the m_____ (n_____) message.

overload main nonnumerical

Which of the following elements of a speech are part of the preview? the o____ the a____ the p____ s____

overview attention-getter positioning statement

Audience members typically decide which of the following during the preview of a presentation? if they will p____ a____ and l____ to the presentation if they think they have something to g____ from the presentation if they are willing to a____ on what they h____

pay attention listen gain act hear

Which of the following should you and your team members do to make your presentation the most effective? You should p____ a____ to one another as you each p____ You should s____ c____ to one another.

pay attention present stand close

Establishing Presence Focus on People • Make p____ the subject of your sentences. • Introduce c____ and refer to them by n____ during your presentation. • Use names of a____ m____ as appropriate

people colleagues name audience members

Establishing Presence Use the Room to Your Advantage • Position yourself where p____ can s____ you e____ • M____ a____ but avoid d____ the audience. • Use p____ and t____ strategically

people see easily move around distracting podiums tables

In the context of a business speech, audience members primarily enjoy hearing about

people.

Choose the Right Mix of Channels • Bad news is best delivered in p____. • Use r____ c____ with v____ and n____ c____ to show your concern and sensitivity. • Placing it in writing can make it more p____ and a____.

person rich communication verbal nonverbal cues precise accurate

External blogs and other online resources provide a p____ of information. Since most blogs are not formally edited or reviewed, the range in reliability is e____

plethora enormous

Achieving Objectivity and Positivity through Tone • Achieve a p____, c____ tone. • Project o____—the s____ that you are p____ i____, a____, and a____ that is s____, r____, and u____. • Ensure that your e____ and s____ p____ e____ do not appear to cloud your judgment.

positive can-do objectivity sense providing information analysis advice sound reliable unbiased enthusiasm strong positive emotion

During the delivery of bad news, a positive tone can make people feel p_____ about receiving n_____ f_____. it is important to notice the recipient's n_____ b_____. a negative tone can make people feel n_____ about receiving p_____ f_____.

positive negative feedback nonverbal behavior negative positive feedback

When delivering negative feedback in person, you can potentially leave your message recipient feeling better by using a(n)

positive tone.

As part of the preparation process, a business speaker should consider p____ q____ from the a____.

possible questions audience

Hubs are by nature p____ and f____. They prefer a presentation that holds c____ b____ l____ with an emphasis on b____ to p____. They prefer o____ l____. Excessively confident language is often interpreted by hubs as a____ or r____

pragmatic flexible clear business logic benefits people option-oriented language arrogant rigid

Most audience members expect your presentation to include a p____, v____, and r____.

preview view review

Which component of a business report frames the overall message in order to help decision makers follow the text?

preview statement

What are the last steps in preparing a report? P____ the document. Check for f____. Seek f____ f____ from colleagues.

proofread fairness final feedback

If a survey question addresses more than one idea, the results cannot be p____ a____. the respondent is likely to b____ c____.

properly analyzed become confused

Which of the following people can help with designing electronic slides used in important business presentations? p____ r____ e____ o____ p____ i____ s____

public relations experts outside professionals in-house specialists

What is a leading question? a q____ that h____ at an a____

question hints answer

Online Surveys • You can q____ get the responses of d____ if not h____ of colleagues, c____ or p____ customers, or members of other g____ of i____. • You can dump the data into a s____.

quickly dozens hundreds current potential groups interest spreadsheet

Choose a Research Topic • Avoid settling on your topic too q____ and pace your r____ • Choose your topic s____ • Define the s____ of your project. • Find ways to make your research more a____ • Talk to others who can h____ you.

quickly research strategically scope analytical help

Using bulleting and enumerated lists can help readers r____ p____ and g____ i____. On the other hand, when too much of the report is in bullet points, it can create a c____, s____ effect

rapidly process group information choppy staccato-like

Which of the following are appropriate for an effective delivery in person of bad news to a client? a r____ followed by the b____ n____ a b____ to let the person get ready e____ to hear the n____ an explanation of how the news will i____ affect the person's s____

rationale bad news buffer emotionally news immediately situation

Ideally, stories used in business presentations should be which of the following? drawn from r____ l____ f____ h____

real life factual honest

Document Secondary Research and Avoid Plagiarism - Provide a r____ l____ at the end of the report that contains all your s____ - Provide citations to indicate the i____ you have drawn from other s____ - There are a variety of d____ s____, including ____ and ____ styles.

reference list sources information sources documentation systems APA MLA

Appendixes • Provide r____ m____ - F____ s____, m____ m____, d____ d____ t____, etc.

reference materials financial statements marketing materials detailed data tables

Document Secondary Research and Avoid Plagiarism Avoid Plagiarism • Document all r____ to the i____ of others. • Includes D____ q____, P____, B____ i____.

references ideas direct quotations paraphrases borrowed ideas

Receiving Negative Feedback - R_____ Your Thoughts to Initiate F____ C____

reframe feedback conversations

What are traits of messages that are most likely to gain the attention of listeners? They are delivered by a r____ s____. They are formed around the listeners' i____

reliable source interests

A useful tool for advancing slides during a business presentation that allows you to keep more eye contact with an audience than a keyboard would allow is a slide

remote control.

It makes sense to provide bad news in writing to someone when you are r____ to a w____ r____.

replying written request

What are reasons that documenting sources of information for business reports is essential? Accurate and complete documentation establishes that the r____ is c____. People will be using the report to make h____ d____. When you are writing the report, you might need to r____ to the s____ d____ again

report credible high-stakes decisions refer source document

In preparing a business report based on research, the first step is to understand what the decision makers want the r_____ to d_____

report do

A white paper is a r____ on an i____ by an o____, often with a s____ a____.

report issue organization often specific agenda

White papers are r____ or g____ that generally describe research about solving a p____ i____

reports guides particular issue

Reviewing Bad-News Messages Things to Consider • When writing bad-news messages, always r____ them carefully. • Imagine how the recipient may f____ and r____. • Consider asking t____ colleagues to r____ your message and give f____. • Apply the ____ t____.

review feel react trusted review feedback FAIR test

How can people boost their credibility when delivering bad news? Bear responsibility for their own r____ in the s____ Try to l____ the n____ i____ on others who are involved T____ the t____ in difficult situations

role situation lessen negative impact Tell truth

A survey would provide a relatively easy way to obtain information from which of the following groups? -people who work for the s_____ c_____ as you do -people who participate in an o_____ f_____ created for a s_____ p_____ g_____ -people who have purchased your p_____

same company online forum specific professional group product

Being a Supportive Audience Member - Take the role of audience member s____ - Avoid behaviors that may d____ the p____ - Make c____ and ask q____ that help the presenter stay on m____

seriously distract presenter comments questions message

Bad-news messages require more of an effort to s____ others than other message types

serve

Which of the following can help improve the overall design of electronic slides used in business presentations? developing s____ c____ and d____ focusing on k____ i____ using a d____ e____ when possible

simple charts diagrams key information design expert

What are two reasons why studying statistical analysis is useful in the field of business communication? It helps the researcher avoid s_____ the results to accommodate p_____ i_____ and b_____. It helps prevent i_____ r_____ during the analysis of survey data

skewing preconceived ideas biases inaccurate results

Seeking and receiving feedback, even when it's negative, will help you: • Develop the s____ you need to make an i____ in the w____. • Move into n____ p____. • Learn to manage e____.

skills impact workplace new positions emotions

Which of the following can occur if the lights are turned off during a slide presentation? Audience members can become s____ The s____ become the focus of the presentation.

sleepy slides

Which of the following best helps you connect with your audience members and convey enthusiasm for your topic?

smiling

In the story line approach to business presentations, what is a resolution? a s____ to the c____ or t____

solution challenges tensions

What is included in the reference list of a business report? s____ for all of the f____ that were c____

sources facts cited

Which of the following are essential features of a thorough, detailed approach to research? documentation of s____ m____ a____

sources methodical analysis

Gabby is writing a proposal on how to improve efficiency at an Amazon distribution center. In order to structure the proposal in such a way that increases the likelihood of it persuading the decision makers, Gabby should s____ with d____ ahead of time to find out what they w____ and e____

speak decision-makers want expect

Ideally, the focal point of a business presentation should be the

speaker.

Overcome fear and speak with confidence. • Everyone gets nervous s____ in p____ • Engage in r____ t____ • Become aware of your b____ • Practice v____ • Focus on f____ f____ initially to gain c____ and c____. • Watch your f____ and b____ intake. • Get c____ with a____ m____ before starting your presentation.

speaking public relaxation techniques breathing visualization friendly faces composure confidence food beverage comfortable audience members

Defining research problems involves stating your research objectives in s_____, t_____, and a_____ statements

specific targeted achievable

At a business presentation, a speaker should begin to use slides after a s____ o____

spoken opening

Impacts (How does your communication impact s____?) • Have I considered all the ways in which this message will i____ others in the n____ and l____? • What have I done to lessen the n____ i____ on recipients? • Am I doing what I can to provide o____ — as a____ — to the bad-news recipients?

stakeholders impact near-term long-term negative impacts opportunities appropriate

Designing Your Reports to Help Decision Makers Easy to Navigate • Not everyone will read it from s____ to f____ • Provide a f____ s____ ••••••••• F____ m____ ••••••••• T____ ••••••••• B____ M____

start finish familiar structure front matter text back matter

To develop primary research skills for business communications, you should study s____ and q____ a____. s____ s____.

statistical quantitative analysis spreadsheet software

Professionals with red MPVS will appreciate your ability to s____ on p____ and discuss i____ g____. Emotionally and analytically, they are attracted to a____ and r____ l____. They generally think c____ and c____ presentations are more persuasive.

stay point immediate goals action-oriented results-oriented language concise confident

What is the primary purpose of charts and tables in a business report? to fit into the s___ l___ of the report

story line

Lucinda is giving a presentation to her manager, Glenn, who has a hub motivational value system. In order to appeal to his pragmatic and flexible nature in her presentation, she should avoid discussing practical goals. avoid being overly logical. emphasize subjective decisions based on opinions. use extremely confident language. stress the benefits to different stakeholders.

stress the benefits to different stakeholders.

Conclude with an Effective Review • Have a s____ f____ • Gain b____ on specific actions. ••••••••• R____ your message in a f____ s____ ••••••••• Provide a c____ to a____

strong finish buy-in recap few sentences call action

Designing Effective Charts • Can express a s____ m____ and leave a l____ v____ i____ on viewers and readers. • Have the potential to d____ r____ into a document or presentation almost i____. • P____ is key.

strong message lasting visual impression draw readers instantaneously planning

Which two of the following would likely benefit from being presented as a list with bulleting or numbering in a business report? a detailed discussion of what went wrong with the company's failed launch of a new product summaries of five surveys, with statistical information and source citations the top 10 innovations that made our company the industry leader this year and how much profit each generated unrelated recommendations for further action each based on information presented in the body of the report

summaries of five surveys, with statistical information and source citations the top 10 innovations that made our company the industry leader this year and how much profit each generated

Slide Deck Format • Works for s____ r____ • V____ s____ and m____ c____

survey reports visually stronger more creative

In creating a business chart, the most important consideration is the chart's t____ m____.

takeaway message

Deliver Negative Feedback Things to Keep in Mind • Adopt a t_____ orientation. • Avoid s_____ the bad news. • Explain the impacts of the individual's poor performance on o_____ p_____. • Link to c_____. • Probe for reasons p_____ is not higher. • Emphasize p_____ rather than b_____. • Be f_____.

team-centered sugarcoating organizational performance consequences performance problem-solving blaming firm

When designing presentation slides to make them easier to process, you should limit t____ to no more than ____ l____ of ____ w____ each.

text six lines ten words

Which of the following are examples of unsupportive behavior by an audience member during a business presentation? t____ y____

texting yawning

Token appreciation: an expression of t____ or g____ for a r____ or i____ while immediately dismissing the r____ or i____ as i____ or even i____

thanks gratitude request idea request idea implausible inappropriate

Which component of a formal report falls into the category of "back matter"? the reference list the title page the table of contents the cover the executive summary

the reference list

The primary focus of a business presentation with visual aids should be

the speaker.

Why are scholarly business articles seldom useful for researching problems in the workplace? They focus on t____ and a____ i____. They are h____ to u____.

theoretical abstract issues hard understand

Because people use business reports to make high-stakes decisions, the research should be: t____ and c____. based on d____ gathered over w____, m____, or even y____, if necessary

thorough careful data weeks months years

Which of the following are benefits of pausing before answering questions in a business presentation? It makes you seem more t_____ It gives you time to c_____ a r_____ It helps make you feel more c_____

thoughtful contemplate response composed

Why should you give feedback only on observable behaviors during a performance review? You can never be sure that you know someone's t____ and f____. The employee is less likely to b____ d____. If you focus on attitudes, you will s____ j____.

thoughts feelings become defensive seem judgmental

Cindy has to write a research paper for a university class. Which of the following actions should she take during the planning process? She should consider writing down ____ to ____ r____ t____ she is i____ in. She should choose a topic that will help her in her a____ p____.

three five research topics interested academic program

Grid lines: - Use grid lines for every ____ to ____ r____ at n____ b____ (n____ c____); this simple design technique allows readers to e____ s____ rows - Avoid grid lines on a____ b____; these tend to c____ the table - Avoid a____ b____ c____ on rows in most cases; this is d____ and u____

three five rows natural breaks new categories easily scan all borders clutter alternating background colors distracting unnecessary

Which of the following are ways in which you can make the situation better for recipients of bad news? Deliver the news in a t____ m____ Understand how the news a____ r____ Use the right mix of c____ c____.

timely manner affects recipients communication channels

Guidelines for Bad-News Messages • Deliver the bad news in a t____ m____. • Choose the r____ m____ of c____. • S____ with the bad-news recipients and s____ the blow. • Provide a s____, c____ r____ • Explain i____ i____. • Focus on s____ and l____ b____. • Show g____.

timely manner right mix channels sympathize soften simple clear rationale immediate impacts solutions long-term benefits goodwill

Use Visuals without Losing Focus on You • Avoid t____ out the l____ in most cases. • Don't s____ your s____ r____ a____. • Speak to your a____, not the s____ • I____, don't r____ your slides. • P____ the slides before s____ them. • Use a r____ c____ to advance slides when possible. • Avoid standing in front of the s____ p____. • Use b____ s____ strategically.

turning lights start slides right away audience screen interpret read preview showing remote control slide projection blank slides

Bar/Formatting Guidelines: • Bars should be about _____ the w_____ of the s_____ in between bars. • Baseline should always be _____. • Bars should be arranged in a_____ or d_____ o_____ in most cases. • Legend should only be used if the chart has _____ or _____ d_____ s_____

twice width space zero ascending descending order two more data series

Views • Your _____, _____, or _____ k_____ m_____. • Include s_____ support material. ••••••• S_____ c_____ or e_____. ••••••• S_____ and i_____. ••••••• A_____. ••••••• S_____ and f_____. ••••••• Q_____. ••••••• Your own e_____.

two three four key messages strong specific cases examples stories illustrations analogies statistics facts quotations experiences

Line/Formatting Guidelines: • Scale should be about _____ of the r_____ included in the chart. • Series names should be p_____ o_____ or a_____ d_____ to lines. • Only _____ or _____ data series (l_____) should be included.

two-thirds range placed on attached directly four fewer lines

Reviewing Your Reports for Fairness and Effectiveness • Discuss the report with the u____ d____ m____ so you can best tailor the f____ p____ to their needs. • Run through it n____ t____, each time considering a d____ p____. • Review for t____ or m____ e____

ultimate decision makers final product numerous times different perspective typographical mechanical errors

A report without a problem statement is likely to be considered u____. wander a____.

unimportant aimlessly

Problem statements are most effective when they provide the u____ c____ of the problem for the organization, and reflect an a____ sense of u____. Typically, such statements should be ____ to ____ p____ long

unique context appropriate urgency one three paragraphs

Which of the following conditions are met when a chart provides readers with sufficient information? The u____ of m____ are clearly labeled Readers can q____ grasp the m____ of what the chart is showing D____ v____ are provided at each point on the chart as needed

units measurement quickly meaning data values

Teaser message -Signal to recipients that an upcoming conversation or other communication may involve u____ n____ -Prepares recipients e____ yet does not reveal s____ i____ -Often w____

unpleasant news emotionally specific information written

Although positivity is important in a business report, what are some common drawbacks of too much positivity? It can make the report seem u____ It can make the report seem too e____. It can i____ the writer's j____.

unprofessional enthusiastic impair judgment

Selena, an IT manager, needs to communicate to all of the company's long-term customers that their consulting rates will be increasing in the new year. Which guideline should Selena follow while communicating this bad news? She should u____ s____ and s____ l____.

use specific simple language

Which of the following were findings from research on the delivery of bad news in the financial industry? Customers suspect banks that use v____ l____. C____ e____ drastically increased customers' trust in the banks C____, s____ l____ promotes trust

vague language Complete explanations Clear specific language

When speakers choose not to rehearse before giving a business presentation, audience members will typically perceive which two of the following? the speaker's v____ the speaker's d____

vagueness disorganization

What are several of the key features that should be included in all business reports? v____ to d____ p____ d____

value decision-makers precision documentation

Data series: Present comparative data series _____

vertically

One important aspect of delivering bad-news messages is to give the news without w____ t____ l____

waiting too long

What is the significance of an open stance in a business presentation? It is a w____ and i____ form of n____ c____

warm inviting nonverbal communication

Principles of Audience Analysis Identify the following: • A____ b____ • E____ k____ • C____ • D____ m____ • A____ • C____ s____ • L____ s____

• Audience benefits. • Existing knowledge. • Concerns. • Decision makers. • Appeals. • Communicator style. • Learning style.