BUS 271 midterm
Frank's coworker said, "Don't worry about one bad speech. Public speaking is not needed for a good career." While nice to say, was this consolation correct?
no, public speaking helps build a career
Which of the following should you bring with you to a job interview?
resume, cover letter, list of references
While browsing a job posting website you see a retail management position for a clothing store that catches your eye. So far you only have management experience in a food retail setting, but you think you can make the change. How should you tweak your resume?
select work experience that showcases your transferable skills
Caleb wanted the employees to increase their donations to the company foundation. As he gave the annual report on foundation expenditures and benefits, he added uplifting background music in various places. What techniques of maintaining an audience's interest is Caleb using?
senses
Which of the following is the best technique to win a face-to-face interview from a screening interview?
stand out from competition
Jerritt called before his interview to verify the location of the wheelchair ramp, which job below could Jerrit be rejected for due to his wheelchair?
stocking clerk
As the cultural anthropologist Mary Catherine Bateson said, "The human species thinks in metaphors and learns through stories." What does this mean for how you think about your speeches?
use stories and analogies
The information you share, the type of language used and the depth of topic are all things you need to consider:
when communicating with your primary audience
The resume was excellent and the interview was outstanding. This person certainly feels like an excellent "fit" for this company. Should Casey spend the time trying to track down all three references?
yes, paperwork and interview is a limited time to get to know someone
Tamika's boss told her that putting the speech together about the new time card system would take three elements to get everyone convinced. What three things could he be referring to in terms of composing her speech?
Credibility, logic, emotion
In hiring a new district manager for the new concept shipping department in the grocery store, which type of interview questions may be the best to use?
Unstructured questions to find those with ideas for undefined position
Beth creates a memo to the the IT Department, Security Department and Mail room prior to the delivery and installation of the new PCs. What are the three first steps for Beth to take?
Verify what each department needs to know about installation, create a list of the vendors who will deliver equipment, make a outline
The president of the grocery chain wants to assure all employees he is taking the recent claims of harassment seriously and that new training is helpful and required. Which tool is most likely to gain employee compliance and confidence?
a shared online video testimonial
The repair shop spends quite a bit of time not fixing cars, but calling first one person and then another to get a $25 repair approved. Joan reviews all customer approval processes. She proposes the shop start ________.
asking if customers want IM messages
Why is it not considered a violation of copyright law if you use items the internet for teaching or news reporting?
fair use policy
Which of the following is an effective way to acquire skills?
find a project and get involved
Charlie wants to use some creative ways of finding candidates for his Overnight Supervisor position. His best idea is to
go to lunch with co workers and see if they know anyone
Confirming understanding is a feature of:
spoken communication
Effective writing is the result of:
using the 7 principles
Trudy could pay $15 to view recertification training online or $100 to attend the in-person training. Why might she prefer to pay more?
the live speaker will offer greater engagement in the topic
Edward reports to a boss in New Jersey and lives in Colorado. Not that many years ago, Edward would have had to move to New Jersey for this promotion. What changed to let him stay in Colorado?
Digital communication technology is so fast its like he's sitting down the hall from his boss
If you're talking and you think your audience isn't listening you can help your audience listen better by:
by saying "hey, let me stop here. Am I clear about what I'm saying?"
In school, at public speaking clubs, and sometimes at work, we are assigned a topic to speak to others on. Which of the following will be the hardest to overcome in engaging the audience?
finding an angle on the topic that allows you to speak with sincerity and commitment
Email has taken the place of printed letters in much business correspondence. Which of the following might still remain in a letter format? a. denial of claim smoking in guest room b. refund authorization due to faculty equipment c. investor account name change forms
investor account name change forms
To avoid fear of public speaking, we should realize that________ .
public speaking is an extension of skills we already have
Lucas thinks about the structure of his memo to coordinate PC installations at the office. Which of the following helps his message stay organized and concise?
subject: please confirm all instalation support, opening: expand on subject body quantity and types of equipment closing: reminder of date and thank u
How might an email close after correcting a billing error of a $35.00 tip that was supposed to be $3.50?
please use this $15 gift certificate in appreciation of letting us correct this error
Eduardo is crafting a communication about his sales team's recent accomplishment. Investors will probably be interested in seeing it, but it's meant for his manager and the other people in the sales department. The sales department is:
his primary source
A digital communication tool is effective:
if it allows you to experience more than one kind of communication
Websites and blogs are more one-sided and allow for:
very little feedback in the social communication model
Liam was so anxious to present the team's ideas to the Executive Team that after he handed out the copies, he gently stretched the rubber band throughout his presentation. Was this a problem?
yes, while it may resolve tensions it can easily distract the audience
Which of the following is the best subject line? a. meeting change b. automative training session originally Tuesday moved to Friday c. Automative meeting moved to Friday
c. Automative meeting moved to Friday
For her first departmental speech, Carly made sure her data was correct, her speech was free from grammatical errors, and she had practiced in front of a mirror several times. She put on her best suit, and was pretty sure she was ready to shine. What one thing has she forgotten?
connect with your audience
The professor for one of Molly's classes sent an email about a text saying, "I don't care if you buy new, used, or soft copy." Why might some students prefer a print-version of the books?
reader preference
The Employee Satisfaction Team negotiated for months about wearing jeans to the workplace. In the interest of speed, Carlos used the company IM list to quickly get the policy in every employees' hands. Was this the right choice?
no company policy should use a formal channel such as email
Isadora creates a memo for the office on the new refrigerator policy. As a recent college graduate, Isadora, is familiar with papers using indented paragraphs and double-line spacing. Should she use the spacing of an academic paper for a memo?
no memos are not indented and single spaced
Whenever Lina trained corporate groups about sexual harassment in the workplace, she told a story about her past years with a boss who made inappropriate advances. During the most intense moments, she tended to tap or hit the podium. Should she stop?
no this is a sensitive topic and highly visible reaction
Manuel knows business messages are concise, so he is trying to figure out how to lay out his request for office security software. Which of the following is the best suggestion?
open message with short paragraph, main detail in body, use table for readability, separate paragraph for closing
Which of the following are transferable skills?
Customer service skills
seven principles of business communication
Clear Concise Objective Consistent Complete Relevant Understanding of Audience Knowledge
Veronica had received a bid from a vendor that provided better prices for bigger purchases, (for example, 10 percent off after $25,000). This worked well for big prices, but not for small supplies. With digital communications, vendors were submitting electronic spreadsheets of the entire catalog with detailed special item pricing. What attribute of digital communications made this possible?
Communication is extensive
An example of the principle of "relevant" in written communication is that the message:
Doesn't include unneeded details
Which of the following entries is the most effectively worded for including on a résumé?
I organized biannual volunteer projects with upwards of 100 volunteers per event
Nyssa has been working as a freelance graphic designer for 15 years. She has accumulated a stable base of regular clients, and she enjoys the work she does for them. However, lately she hasn't been feeling as inspired about her work as she did when she first started. Which stage of career development is Nyssa currently in?
Maintaining
Gestures, facial expressions and eye contact are all considered part of:
Nonverbal communication
Which best describes a résumé?
Professional autobiography in outline form, the shows ur edu, work experience, job related skills and accomplishments
How far away you stand from someone when you speak is the nonverbal element of:
Proximity
Dennis remembered a time when any special documents were shipped overnight to headquarters for approval. Today bids are reviewed by headquarters, but the digital communication age helps him be so much more successful. What is the most likely reason why?
Today they are quickly sent by email or documents
Which of the following best defines a cover letter?
a professional letter you write to introduce yourself and say why you qualify for the job
Networking is best defined as which of the following?
building relationships with a purpose of reaching professional goals
A job advertisement says, "We're looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story." How does this help the company find good candidates?
helps candidates determine fit
Helena works as a hiring manager at a grocery store chain. She receives hundreds of resumes each week for a variety of positions. While she reviews resumes she always takes note of an applicant's work experience, job related skills and education sections. What do these sections demonstrate?
if applicant will b a good fit for the company
Shelby knows that it is a company requirement that all new employees formally accept the job offer. Shelby is eager to get this position filled so vacation rotations can start. Won't the employee showing up on Monday be sufficient?
no shelby should include a self addressed stamped envelope
Nancy is wants to ensure that there is a broad evaluation of candidates interviewing for her store. Which of the following is the BEST type of interview to conduct?
pannel interview
The interviewing team had a list and rating of knowledge, skills, and abilities to use in review of the 40 job applicants. When this process cut the list to ten, what could be done to make the final selection?
phone interview
Which skill is the supervising manager, Dan, demonstrating when asking HR for the three applicant's resumes, cover letters, and phone interview results?
planning and preparation
Twelve candidates appear to good matches for a call center job where outbound calls are placed from the computer and a computer script is followed when someone answers. Once they answer the phone, they have to do some data entry about the client. According to their resumes, all the candidates are qualified. What else could be used to find the best candidate of the twelve applicants?
typing tests since the job involves computers
Facebook is a social media application for friends to collect and share information. Why might a business be interested in this public network?
Advertising and product endorsement
"An hour and a half isn't much time for this topic. Do you suppose we could hold all questions until the final 15 minutes" is an example of what Q&A technique?
Establishing and communicating a time limit
In the social communication model, the communication process would be linear except for:
Feedback
When Lucy first started as a waitress, she had to check the paper schedule on the bulletin board. Now there is new scheduling software that she can access from her phone. What was Lucy's likely emotional reaction to this digital communication change?
Happiness, she can now see her own work schedule and everyone else's even when the restaurant is closed.
Jennifer emails notes and copies for tax preparation. The CPA emails signature files to Jennifer and final documents to the tax authorities. Why did the CPA send a reminder of how to store paper backups?
Hardcopy can be safer
You are stuck in traffic on the way to the customer presentation. How will you notify your teammate to stall for 10 minutes until you can get there?
IM
Why do magicians often pull audience members on stage?
Increase audience engagement and participation
The annual stockholders' meeting requires an invitation to be sent to every stockholder of record as of March 30. Email recently became acceptable legal notice. The Law department remains concerned about privacy in the event that stockholder emails are accidentally shared. What tool is best?
a listersv
Which of the following is likely to be in a response to a customer complaint letter about fruit that spoiled within a day of purchase?
Marketplace is now checking expiration on all fruit nightly
Howie knows the students will be disappointed that his textbook is out of stock. This is pretty common for this time of year. How should Howie start his email to the student?
Max, Psychology today is scheduled to arrive September 1.
When reviewing digital tools to see if they'll help you communicate effectively, you should:
Measure them against social communication model
This is Rocky's first time speaking to 400 people. With such a large room, what will Rocky need to help with his vocal delivery?
Microphone to help with volume
Berk's co-worker explained that emails were used when responding to customer complaints and the entire message would be shorter. "Use the subject line to say 'your complaint of April 27,' then start the details in the first paragraph of the message with something like, 'your exercise bike is not for individuals over 300 pounds' before you explain the reason we will not refund them." Should Berk follow this advice?
No. emails need an introduction
Romeo wrote an email about the parking lot repaving project. Now his supervisor wants the same information in memo form and posted to the break room bulletin board. What changes to the content of the message are needed?
None, the opening, body and closing of an email is similar to a memo
Olivia's third grade daughter has the year-end play this afternoon, and Olivia has a huge customer presentation in the morning. Olivia truly appreciates living during the digital generation because ________.
Olivia can complete her office work from home digitally after the play
Which is the best closing to an email? a. we look forward to hearing from you. we have done business for quite some time. b. thank you for your quick response c. Please provide the refund by April 2. ANC Co. enjoys using your service when possible
Please provide the refund by April 2. ANC Co. enjoys using your service when possible
The Communications team has been diligent in ensuring privacy as it collected customer email IDs for new product related products. Customers worry about long email chains showing their id on purpose or by accident. What tool is helpful?
a listersv
Which of the following is the best way to start a rejection letter of a bad customer idea? a. your suggestion was received and rejected due to cost restrictions b. Your enthusiastic support of Kedco 9000 puts you in a unique set of best customers c. Kedco 9000 is one of the top companies
Your enthusiastic support of Kedco 9000 puts you in a unique set of best customers
Which of the following is the most likely use of email in the workplace?
a verity of internal and external communication
Which one of these is NOT an element of nonverbal communication? a. written letter b. Proximity c. Clothing
a. written letter
Asking clarifying questions and minimizing distractions are a part of:
active listening
Nonverbal elements in communication have an impact on
active listening and verbal communication
People want to engage with the brands they love in new and more personal ways. This attitude is:
affecting the trends of communication, making it difficult to draw a hard line between professional and personal communication
Which is the best benefit statement for a speech to the Cashiers Association meeting?
after 8 years id like to offer some easy ways to keep your drawers in balance
Ryan is anxious about his first company speech. Which of the following will help him overcome this anxiety?
asking a coworker to listen to a run through and give comments
Unethical communication:
betrays the trust of your audience
Which of the following are examples of "hard skills"?
sewing a dart in a dress, writing python code, operating X-ray machine
The process illustrated in the social communication model:
shows effective communication as a cyclical process
A feature of customer-facing live chat is:
the ability to indicate a conversation with a customer that might not of happened otherwise
Jerica maintains a social media presence affiliated with her company. She can share some details of her personal life on this account as long as:
the details are relevant to her post and something she doesn't mind sharing
Rather than assign the speech to the Laboratory expert in Asynchronous Transfer Mode (ATM), the company chose to use a communications professional to introduce the new technology to junior engineers. Why?
the expert might use overly complicated jargon
The seven principles for effective communication can ensure an ethical communication because:
their guidelines ensure your communicating a car, objective communication that your audience can understand
Why does communicating effectively make people better employees?
they can deliver results and good customer service
Have you ever found yourself in the position of having to give a speech and thinking, "I wonder whether anyone will come or even stay all the way through"? What key aspect of the speech have you overlooked?
thinking about what the audience needs or wants to know abt the topic
Rosie is posting something online and she wants to be ethical. One of the rules she should keep in mind is:
to not share protected or proprietary information
Mina has been asked to speak at the Business and Professional Women's club meeting. She is both honored and worried. What should be her key priority as she prepares?
use 5 step process related to topic, benefit, position, title, and content
Ted's organization is growing from building trails in three counties to eight. Volunteers are contacted by monthly emails. Originally, there were 25 members; there are now 400. What is the best way to track and send this email?
use a listersv
Connie worked on a helpline in an open office in a cubicle near three others. Not only did the helpline test Connie's patience, she felt sorry for her office mates sitting there listening in the background to all the detail she provided. What technology might help Connie avoid annoying her office mates?
use live chat
Stan spent three months researching the shortest shipping routes for produce in southeast Colorado. Which tool will be the best to make his recommendation to the District Managers?
using presentation software such as powerpoint or prezi
Customers made fun of the thin paper with stilted instructions on how to operate their new washing machines for years. With the power of multimedia tools, which could be a helpful, economical solution for customers?
video demonstration online or CD
Conversations and human interaction from favorite brands is:
what customers are demanding via social media and other tools
Is it normal for employees to complain about email?
yes, the volume of email may be overwhelming since it addresses such a wide variety of company purposes
Spoken communication allows for flexibility in the social communication model because:
you can get immediate feedback and correct misunderstandings
Digital tools are helpful when:
your coworkers are in remote locations
When overseeing the production of a custom-made tree swing, Sue can ensure the correct product is delivered to the customer by:
Communicate by listening, using the 7 principles and repeating the message
Emma remembers her mother talking about her first job and all the letterhead and envelopes stored in her desk drawer. Starting work a generation later, what is Emma likely to see in her desk drawer?
USB drives and power chords
Ollie, who takes his work seriously, is attending a speech given by the CFO of his company about a new benefits package. He knows that some benefits will be enhanced while others are going away entirely, so he really wants to pay attention and capture the details. He arrives in the large meeting room where the speech is being given, and as soon as the CFO begins his talk, the audience is instructed to choose a partner and spend sixty seconds playing catch with a stress ball in order to build team camaraderie. Ollie is most likely to respond to this plan with which feeling?
annoyed since the speech may contain bad news
If Judy is going to deliver the tree swing the customer wants, she must meet with all parties involved and take advantage of every: a. effective reinforcement opportunity b. effective communication opportunity c. effective repetition opportunity
b. effective communication opportunity
Jonathan is one of many employees working from home. His boss uses an application called Salesforce that helps him supervise Jonathan and others. What is likely to be a feature of this internal social media application?
being able to share customer contacts in data base
If you fact check your internet research and indicate the sources from which the information came, you are:
being ethical
As Carlos plans to speak to his department, he considers what each individual might need from his speech. What characteristic of public speaking is Carlos demonstrating?
connect with your audience
Which opening would you use to open a speech to the homeowners of a mountain town about tree mitigation on their property?
did you realize Colorado averages 2500 wildfires each year
Feedback takes place when the recipients:
don't understand, want to clarify, or comment
Jaden wants to impress their new boss with their professionalism and speed in putting the request out for security software pricing. Which of the following will be the best to do?
each vendors email on the to line, bosses email on cc line, Jaden's full contact information below content
The updated bonus list is signed off by HR. What is the best channel to share it with supervisory personnel?
This was the third installation of the new Magna-Cooler. It is ready to be shipped nationally. How should the lessons learned from these installations be shared with local installers?
Which of the following is the most frequently used communication channel in business today?
All seven principles of communication should be a part of:
every written communication
Zoya is fearful of her first speech as a new manager to her employee group, but she has three months before her promotion is announced. What could she do to be less fearful?
learn about public speaking and join a group
Benton knows emails are easiest to read when they are short and to the point. In writing an email to his team to find out availability for a meeting, he writes, "Available times for Tuesday meeting:" and then lists a bunch of time slots. Then he sends the email. Is this a good idea?
no, emails usually have open body and closing paragraphs
A recent article reported that advertising on social media now exceeds expenditures on traditional media. Which of the following are included in social media?
pintrest and linkedin
What step did John miss when he sent this sentence in his email message? "Please feel out your forms by Friday"?
proof reading carefully
Nancy presented her interior design suggestions to the new eco-friendly architect in town via materials on her thumb drive, iPad, and portable projector. Why did a competitor win when Nancy "didn't seem credible"? What had her competitor most likely done to leave a different impression?
provided business card and brochure
