Bus Exam 3
What is an ineffective way to soften the blow of a bad news message
A direct message structure
In the post trust era, customers and clients view persuasive messages that contain simple language as
A display of transparency and respect
What component is most likely to be included in an appreciation message?
A statement of goodwill
Which component is most likely to be included in appreciation message
A statement of goodwill
While receiving a difficult performance review, a person with high emotional intelligence is most likely to
Accept the negative feedback
Which component of the FAIR tests, refers to the transparency of the motives and reasoning of the person delivering the bad news
Access
Which statement about apologies as accurate
All apologies are not necessarily good apologies
A manager is preparing a negative performance review for an employee who is productivity, is far below that of his fellow team members. Which question will help the manager determine if the draft review passes the impacts aspect of the fair test.
Am I doing what I can to provide appropriate opportunities to the employee
Tanya walked into her bosses office and made the following apology. I should not have yelled at you today when I found out that my trip was canceled I did a poor job of controlling my emotions. I'll do better next time. What component of an apology did Tonya failed to include
An expression of regret
What is the first step in the planning process for writing persuasive messages?
Analyzing the audience
How many employees ignore announcements because
Are broadcast to a large number of employees
It is important to ask colleagues to review persuasive messages, because persuasive messages
Are directed to people who resist your ideas products or services
The mom affect results when employees in an organization
Avoid sharing bad news because they do not want to be blamed
What is the main challenge the authors of routine messages have to overcome
Beaters receive so many routine messages that it is hard to catch their attention
At the beginning of her staff memo to announce a reduction in work hours Alisha wrote thank you for your continued support of the company, especially as we work to eliminate excess expenditures. What type of buffer did she use?
Complement
What types of messages are reserved for Major professional milestones
Congratulations
The degree to which the bad news message receiver can alter the outcome is referred to
Controllability
An employee who displays all touristic, nurturing, motivational values prefers to receive bad news that
Demonstrates concern and shows Goodwill
Harrison manages a group of product developers. He distribute a document with details on each of the task for an upcoming project which are then assigned to a specific team member. Which of the three components of setting expectations does this accomplish?
Describing responsibilities
In the context of developing persuasive messages, what is most likely to help you demonstrate a voice of competence
Developing strong ideas in the interest of your audience
Which action should communicators avoid when delivering bad news messages
Do you mean delivery of bad news opportunistically
Although it may soften the blow of a bad performance review, the sandwich approach to delivering bad news may also
Encourage poor performers
While riding a routine message, you should
Ensure the tone of the messages reader centered
In a bad news message, a buffer is a statement that is likely to be used to
Establish common ground
A human resource staff member is working on the primary message of a routine business email. How long should the primary message be?
Fewer than 10 words
To show your sincerity in an appreciation message, you should
Focus exclusively on the recipient
What Williams and Miller's decision making style aligns with someone who is risk adverse, and prefers to make decisions based on what has worked in the past
Follower
The first task of most persuasive messages is to
Gain the attention of the readers
What is the most expensive median for sending mass sales messages
Hard copy letters
What is the most expensive median for sending mass sales messages?
Hardcopy letters
Which question should you ask yourself to determine? If the bad news message you plan to send passes the facts aspect of the FAIR test
Have I gathered all the relevant information and examined various accounts of the same event
Which guideline is recommended for messages that Xpress sympathy
Henwright your expression of sympathy whenever possible
It is especially important to review persuasive messages, because nearly all of them are
High stakes communications
What is the best way to handle objections according to Michael Maslansku
I agree with the objections
Sarah is the team leader for a product development group. Recently one of his subordinates Kate suggested that the 15 member team celebrate a major mile stone by taking the afternoon off to go to play golf together at the company's expense. Sasha cannot approve this request since the teams budget for entertainment is not enough to pay for everyone. What should Sasha say to Kate, when he meets with her to discuss her proposal
I would be happy to listen to any other ideas you have about how to celebrate our teams achievement
Natalie hast to write a letter, denying a customers request for a free replacement on her two year old business laptop, which is past its warranty. What buffer statement is the most appropriate for her to use?
I'm sorry to hear that your laptop is no longer performing as expected
When writing a routine message, the primary message should appear
In the first sentence or two, and again in the closing, if the message is lengthy
Which statement accurately describes persuasion in the post trust era
In the post trust era, persuasion is becoming increasingly difficult
In the model for mass sales messages called AIDA, "I" stands for
Interest A attention I interest D desire A action
Talya has a performance review scheduled with her boss at the end of the week. She is aware that she left some important data off her last report and is anxious that now her boss doesn't like her. Tallia, however, remind herself that her job performance isn't related to whether or not her boss likes her and she looks forward to asking for suggestions on improving her performance. This means that Tallia.
Is reframing her thoughts to foster a constructive conversation
What is the advantage of front loading a routine message?
It makes it easier to get the reader's attention.
What is the foremost requirement of an expression of sympathy?
It must be sincere
Which aspect of bad news relates to the probability of the bad event occurring
Likelihood
When Garrett found out that two of his coworkers with whom he often socialized we're going to the charity event, he agreed to go to his behavior, illustrates the principle of influence known as
Liking
What is an effective way of delivering a negative performance review
Link performance to consequences
When you reduce the confidence and positivity in your message, you run the risk
Making your ideas seem weak or unexciting
Matthew needs to inform his employees that they will not receive a bonus this year to help the company survive a recession. If Matthew communicate this bad message in an invasive in misleading manner it will likely.
Negatively affect his credibility
Chris is the owner of a company. After losing two of his biggest customers he hast to cut back on hours of his employees. He sent them an email with the subject line a change to our shift links and says how they are not getting as many orders. Now that they're two best customers have left. As a result, the length of each shift will be reduced by 90 minutes. Chris closes by expressing the hope that ours can be expanded again if they get a new customers in the next few months. What mistake did Chris make that could leave his message recipients feeling disrespected
Not delivering the message in person
Lance, writes a note his boss apologizing for not having the most recent analysis with him at the morning meeting. At the end of the message, he promises that he will not let that happen again. The promises example of.
Offering commitment
An employee is looking for a call league to give feedback on a persuasive message she has written. Which colleague would be the best choice
One who made resist in the same way as the employees audience
What is the most appropriate tone for persuasive messages?
Positive
Which statement about choosing attention getters for persuasive messages is accurate
Posting a testimonial is a good attention, getter, particularly for external messages
Failure to set expectations in a business message will most likely lead to
Professional disappointments
A message is said to be indirect when it
Provides the rationale for a request before making the request
What will help you reduce skepticism once you have described your solution
Providing a strong rationale
What will help you reduce skepticism once you have described your solution
Providing a strong, rational
Trevor was recently promoted and he tells his new team they will meet soon to discuss coordination. What does this entail?
Providing guidelines, for how employees should communicate and cooperate with one another
What is an effective way to write procedures and directions?
Put the different steps in a numbered list
When you describe your own role and responsibilities to your direct reports, they are more likely to
Realize that you and they are mutually accountable
In order to encourage participation in a walkathon, the organization arranging the event, offers a free T-shirt and water bottle to all participants. Which principle of influence is being used.
Reciprocation
Which of Cialdini's principles of influence involves repaying people for what they have given us
Reciprocation
Bryce is trying to persuade his coworkers to participate in the company stair climb that raises money for the local Children's Hospital. The most effective persuasive argument he can use is an argument that
Relates the stairclimbing to their need to feel good about themselves
Which person best exemplifies, setting measurable and realistic expectations
Renada tells James and machine operator to reduce the amount of defective parts. He produces by 40%.
The marketing manager sent an email to the team asking if they could meet on Tuesday to discuss the project. This message is an example of.
Request
Which component of the FAIR test relates to the question am I giving enough information to bad news recipients for them to respond well
Respect
Which type of message probably requires the least amount of time for planning and reviewing
Routine message
What is an accurate statement about developing routine messages?
Routine messages need to be reviewed
A manager hast to deliver a negative performance evaluation to Susan a sales rep. During the meeting the manager first, thanks Susan for her organization of the reception area, then he discusses her habitual lateness with weekly reports. Finally, he ends the review with an expression of Goodwill. In this situation, the manager is applying the.________ approach for delivering the bad news message
Sandwich
When Millie heard, there were only a limited number of tables available for the event she made sure to sign up quickly. Her behavior illustrates the principle of influence known as.
Scarcity
Mallory provides each member of her team access to a Google dock that indicates when every aspect of the project is due. The assignments for each team member are shown in a different color. Which of the three components of setting expectations has Mallory completed
Setting deadlines
Which statement accurately describes the active setting expectations for others
Setting expectations directly tied to your ability to foster interpersonal trust in the workplace
Which aspect of bad news indicates how serious are detrimental a bad news messages
Severity
What is a characteristic of a strong routine message
Short paragraphs
Sam was sure that sales were down at his company because the warehouse refused to use the new tracking system in spite of the data that showed the warehouse was actually keeping on top of orders. He yelled at the warehouse manager during a meeting telling him to fix the problem now. Sam's decision making style is that of a
Skeptic
Aaron, the head of human resources at the Dad group hast to deliver a negative performance review to Micha. What is the best teaser statement for Erin to use in the subject line of her bad news email
Some feedback on your recent performance
Which element is usually found in a set of directions, but not in a set of expectations
Step-by-step instructions
Margarita is writing a brochure to explain the benefits of buying fruit from local farmers at the farmers market rather than from chain grocery stores. What information will most likely make her brochure effective
Stories about local farm families who participate in the farmers market
What is an example of a bad news message that is characterized by low severity and high controllability
Telling an employee that her performance needs improvement or she will be fired
The junior data analysis reported to her boss that sells had to decline 30% over the previous three month period. The boss told his manager that sells seemed lower than usual recently. The manager reported to the executive team that the sales team needed to increase their productivity in order to meet the same goals as prior quarters. what is this chain of messages an example of
The mum effect
Why is efficiency one of the primary goals when sending routine messages?
The volume of routine messages high
Veronica responded to megs idea by saying that's a really good idea but it won't work in this situation. Veronica's response demonstrates.
Token appreciation
Research on sail craft Corp. revealed that the company shows signs of the mama fact. As a result sail craft is likely to.
Underperform year after year
Camille and the rest of the team don't think Eduardo's product idea will sell and Camille needs to tell him the committee has rejected his idea. To deliver this bad news effectively in writing she should.
Use a simple design for her message
Which statement accurately describes the use of you voice in persuasive messages
Using that, you voice forces you to personalize the message for your readers
Recognizing others needs, wants ideas and preferences as legitimate and reasonable as known as
Validation
Which statement accurately describes appreciation messages
You should begin your appreciation messages with an expression of thanks
The writing style of your persuasive messages should be
action-oriented and lively.
Compared to delivering bad news in person, delivering bad news in writing
appears more callous and impersonal.
Most sales messages contain a(n) ________; one of the most common is price.
central sales theme
To show your sincerity in an appreciation message, you should
focus exclusively on the recipient.
External persuasive messages often
focus more on promoting products and services.
Typically internal persuasive messages, focus, mostly on
logical appeals
What is most likely to damage the credibility of the author of routine messages?
overly general messages
A person who has to deliver a bad news message should gather as much information as possible from a variety of sources to reduce the
probability of making subjective judgments.
If your audience is emotionally resistant to your solution, a good practice is to
provide the rationale before making the request.
Yes-but statements are one of the most common forms of
token appreciation
The AIDA model of mass sales messages is aimed at getting potential customers to think
"I want this product or service."