BA 324 EXAM 2

An executive summary of a formal report is usually no longer than __________ percent of the original document.

An executive summary is usually no longer than 10 percent of the original document.

Appendixes of formal reports and proposals are typically labelled ________.

Appendixes are typically labelled A, B, and so on so that they are not confused with pagination of the report body.

Dale is writing a claim letter to a company about a damaged product he received. As Dale is composing his letter to the company, what advice should he follow?

Begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem. Dale should begin with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem. Then he can explain precisely what happened or why his claim is legitimate. He should also hit only the highlights, enclose copies of relevant paperwork, and end with a clear statement of what he wants done.

Which of the following is an example of a talking heading?

Changes to employee benefits

Which of the following is not a component of persuasion?

Coercion Persuasion is a symbolic process that involves the transmission of a verbal and/or nonverbal message. It is a conscious attempt to influence, but it does not involve coercion because the ultimate change of a behavior or attitude is left to the individual.

AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, ________, and action of the audience .

Desire AIDA combines the key elements of (a) gaining your audience's attention, (b) building interest by convincing your audience that your proposal is worthy, (c) eliciting desire for the offer and reducing resistance, and (d) prompting action.

Reports submitted as digital slide decks ________.

Digital slide decks have more text than bulleted presentation slides, can be exported as PDF, HTML, or image files, and include more visuals so that they are more inviting to read.

Lynn is writing a formal report for the first time. Which of the following strategies should she employ ?

Do not begin writing a formal report until you have collected all the data and drawn the primary conclusions. Starting too early often means backtracking. For reports based on survey data, complete the tables and figures first.

Which of the following is the best opening for an adjustment letter?

Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received. The opening of a positive adjustment letter should let the customer know that his or her claim has been granted. The only opening that provides this information is the sentence beginning with Enclosed is a check.

When organizations are involved in a crisis such as serious financial problems or public controversy, they should share the news with the public before informing employees.

False. Morale can be destroyed when employees learn of major events affecting their jobs through the grapevine or from news accounts—rather than from management. Employees should be informed first.

Which of the following transitions is best to clarify points?

For example For example is an effective transition to clarify points, as are for instance, in other words, that is, and thus.

What is the most accurate statement about infographics?

Good infographics tell a story and help the reader make sense of large amounts of data.

Greg wants to encourage his boss to consider a new process for evaluating employee performance. What type of report will he most likely prepare?

Greg will most likely write a justification/recommendation report. These reports justify or recommend something, such as a new or updated process.

Choose the best opening for a response to a routine request e-mail .

I would be delighted to speak at your meeting on February 1. Because the first sentence of a direct reply e-mail should deliver the information the reader wants, the most effective opening would be I would be delighted to speak at your meeting on February 1. This opening delivers the needed information, is specific, and avoids a wordy, drawn-out opening.

Tania will be writing an analytical report that discusses three potential new locations for her company. She wants to follow the indirect strategy. How should she organize her report?

Introduction/Problem, Facts/Findings, Conclusions/Recommendations

Melanie will be giving a presentation that outlines six reasons her company should change its inventory method. What organizational strategy would work best?

Melanie should use the importance organizational strategy for her presentation.

Which of the following sentences delivers bad news using the passive voice?

Merchandise refunds are not given at our company without a receipt.

__________ reports are written at regular intervals to keep management informed of operations and activities.

Periodic

Which statement regarding proposals is accurate?

Proposals may be intended for internal or external audiences. Proposals may be solicited or unsolicited. Proposals are written offers to solve problems, provide services, or sell equipment.

If your report requires that you make recommendations, they should __________.

Recommendations should be expressed as numbered commands. They should be practical and evolve from the findings.

Jim is including large amounts of data in his report. Incorporating graphics can help him clarify the data for readers.

True Graphics can clarify data, create visual interest, and make numerical data meaningful. In addition, well-constructed graphics make key information easier to remember.

Claim letters are taken more seriously than telephone calls or e-mails.

True. Even in an age of digital communication, claims written as letters are taken more seriously than telephone calls or e-mails. Claim letters also more convincingly establish a record of what happened.

Most messages in the workplace are positive or neutral.

True. In the workplace most messages are positive or neutral and, therefore, direct. Positive messages are routine and straightforward; they help workers in organizations conduct everyday business. Such routine messages include simple requests for information or action, replies to customers, and explanations to coworkers.

Your primary goal in writing a sales message is to get someone to devote a few moments of attention to it.

True. Whether you are promoting a product, a service, an idea, or yourself, your primary goal is to get someone to devote a few moments of attention to your message.

Which of the following is the best statement to include in a goodwill message?

Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

To help you paraphrase effectively, which of the following should you practice?

Write your own version of the original document without looking at it as you write To paraphrase effectively, read the original material intently to comprehend its full meaning, write your own version without looking at the original, avoid repeating the grammatical structure of the original, and avoid exchanging a few words for mere synonyms.

Nearly every written report should begin with __________.

a review of secondary data Nearly every report should begin with a review of secondary sources to learn what has already been written about the topic. Reviewing secondary sources can save time and effort and prevent reinventing the wheel.

A ________ is especially effective in comparing related items, illustrating changes in data over time, and showing segments as a part of the whole.

bar chart Only a bar chart can compare related items, illustrate changes in data over time, and show segments as part of the whole.

Reading an oral presentation directly from notes or slides ________.

causes the audience to lose confidence in the speaker's expertise Because reading suggests that you don't know your topic very well, the audience loses confidence in your expertise.

During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________.

clarity

A cross-functional team has been formed to come up with ways to improve communication among departments. Team members are now taking part in a brainstorming session. They are in what stage of the project?

collecting information Brainstorming is a technique used to collect information.

The most widely read portions of a report are generally the sections devoted to the __________.

conclusions and recommendations

Written responses to disappointed customers should aim to do all of the following except ________.

demonstrate the writer's excellent vocabulary Written messages to disappointed customers are important to establish contact when personal contact is impossible, to establish a record of the incident, to formally confirm follow-up procedures, or to promote good relations. However, demonstrating the writer's command of the English language is not a reason for writing messages to disappointed customers.

Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.

evaluating

RFP stands for Request for Payment .

false RFP stands for Request for Proposal, a document submitted by government agencies or businesses to invite proposals for a product or service.

Quoting experts or citing newspapers, journals, books, Web resources, and other secondary sources can help you establish the scope of your topic.

false The significance, not scope, of your topic can be established through quotes from experts or cite newspapers, journals, books, Web resources, and other secondary sources. Establishing the significance is important so that readers will see your topic as important.

All multimedia presentations should include animations to keep the audience's attention.

false You should add animation features to a multimedia presentation only if doing so helps convey your message or adds interest to the content. Remember that special effects can distract your audience, drawing attention away from your main points.

Effective telephone calls include a three-point introduction: addressing the person you are calling by name, identifying yourself and your affiliation, and ________.

giving a brief explanation of your reason for calling

Every PowerPoint slide should generate interest, highlight points, introduce or review key points, provide a transition, or __________.

illustrate and simplify complex ideas

When incorporating a graphic in the body of your report, you should ________.

include a reference to the graphic in the text Each graphic should be meaningfully introduced. Refer to every graphic in the text, and place the graphic close to the point where it is mentioned.

Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ____________.

matter was treated seriously and fairly Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the matter was treated seriously and fairly.

A press release should ________.

present the news early in the message The most important information in a news release should be concentrated at the beginning of the release because the last part may be chopped off or ignored.

When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ____________.

providing no personal feelings or opinions in your message Avoid abusive and careless language and any personal feelings or extra information within your response to decrease the potential for legal liability issues.

ABI/INFORM Complete (ProQuest), Business Source Premier (EBSCO), JSTOR Business, Factiva (Dow Jones), and LexisNexis Academic are examples of ________.

research databases These are examples of research databases, which contain a rich array of secondary sources such as magazine, newspaper, and journal articles, as well as newsletters, business reports, company profiles, and government data.

One of the most important goals in a letter that refuses credit is to __________.

retain customers on a cash basis

What is the most frequently used graphic in a report?

table Probably the most frequently used graphic in reports is a table, which can clarify large quantities of data in small spaces.

Natalia is writing the opening for a business message that makes a routine request. She believes her request will be received positively; therefore, she should begin with __________.

the main idea Because Natalia thinks her request will be received positively, she should start with the main idea first. This will capitalize on her reader's tendency to look first at the opening.

Conflict and confrontation among a team can create better final products by promoting new ideas and avoiding groupthink.

true

Leon should discuss the strengths and weaknesses of his direct and indirect competitors in the market analysis section of his business plan.

true Leon should discuss the strengths and weaknesses of his direct and indirect competitors in the market analysis section of his business plan. In this section he should also discuss market characteristics, trends, projected growth, customer behavior, complementary products and services, and barriers to entry.