Business Communication Final Review
Stan is preparing a message by using the interest and desire sections of the AIDA model to demonstrate that he has good reason for making the request and sharing what he knows about the situation. What type of persuasive business message is Stan preparing? A. A request for action B. A demand for change C. An argument for adjustment D. A submission of requests E. An application for employment
A. A request for action
Which of the following is an online presentation that people either view live or download from your website? A. Screencast B. Seminar C. Webinar D. Webcast E. Twebinar
D. Webcast
Why do shoppers rely on social media? A. The messages are shorter and easier to grasp. B. Product information is easier to find there. C. Social media reliably presents better product data. D. They know businesses can't be trusted. E. Buyers trust each other more than advertising.
E. Buyers trust each other more than advertising.
Which of the following is an example of a concise sentence? A. "We will start selling your items in our store next Tuesday." B. "We are pleased to inform you that as of next Tuesday we will begin developing plans to carry your product in our store." C. "It is our intention to stock your items in our stores for our customers Tuesday." D. "We intend to start making arrangements for the sale of your items on Tuesday." E. "It is our pleasure to inform you that on Tuesday, we will start the process of selling your items to our customers."
A. "We will start selling your items in our store next Tuesday."
Which of the following is true about a traditional news release? A. A traditional news release is not written directly to the ultimate audience. B. A traditional news release is not written directly to the ultimate audience. C. A traditional news release is written directly to the ultimate audience. D. A traditional news release is an announcement submitted to employees. E. A traditional news release uses bullet points.
A. A traditional news release is not written directly to the ultimate audience.
Which of the following offers the ultimate in active presentations? A. Embedded multimedia B. Hyperlinks C. Slide transitions D. Slide builds E. Decorative animation
A. Embedded multimedia
Sue is working on the body of her presentation. What should Sue be concerned with? A. Explaining the who, what, when, where, why, and how of the subject matter B. Giving a preview of what is to come C. Reviewing the points that have been made during the presentation D. Creating interest in her subject matter E. Preparing the closing statement that will help the audience remember the subject of the speech.
A. Explaining the who, what, when, where, why, and how of the subject matter
Jill needs to develop a slideshow presentation that will be dynamic and engaging. The slides will be used multiple times. Which of the following would be the BEST choice to develop this presentation? A. Free-form slides B. Slide builds C. Slidument D. SlideShare E. Structured slides
A. Free-form slides
Isaac has been asked to write a letter of congratulations; this is also known as a ________________ message. A. Goodwill B. Claims and adjustment C. Good news D. Recommendation E. Thank You
A. Goodwill
Which of the following instructs your computer to jump to another slide in your presentation? A. Hyperlinks B. Decorative animation C. Slide transitions D. Embedded multimedia E. Slide builds
A. Hyperlinks
When writing a routine business request, you should ___________. A. justify the request or explain its importance B. explain the disadvantages of responding C. Combine complex requests into questions that cover multiple topics D. Ask the most important questions last E. Use the indirect approach
A. Justify the request or explain its importance
Most routine communications are ___________. A. neutral B. negative C. positive D. subjective E. biased
A. Neutral
Jeff is responding to a customer complaint that he cannot interpret. Which of these examples is a positive restatement of "I can't understand what you want"? A. Please clarify your request, so we can consider it B. Unfortunately, nobody here understands what you wrote C. I can't make heads or tails of what you're asking D. Your request doesn't make sense E. I don't know what you are trying to say
A. Please clarify your request, so we can consider it
Which of the following is the best-known nonlinear presentation software? A. Prezi B. Microsoft Excel C. Microsoft PowerPoint D. Apple Keynote E. Microsoft Word
A. Prezi
Which of the following is part of the slide completion process? A. Reviewing every slide carefully to ensure accuracy, consistency, and clarity B. Making sure that all the slides are fully operational C. Emphasizing functional artworklong dashphotos, technical drawings, charts, and other visual elements containing information that is part of your message D. Making sure that you use decorative artwork sparingly and only to support your message E. Using a key visual to organize related ideas in a clear and meaningful way
A. Reviewing every slide carefully to ensure accuracy, consistency, and clarity
_______________________________ is the need to "be all that one can be," to reach one's full potential as a human being. A. Self-actualization B. Aesthetic appreciation C. Power and control D. Achievement E. Adventure and distraction
A. Self-actualization
What is the difference between a selling point and a benefit in a persuasive message? A. Selling points focus on the product or service; benefits focus on the user's needs and desires. B. Benefits are the product designers' ideas; selling points are the features customers like best. C. Selling points are the product designers' ideas; benefits are the product's actual points of attraction. D. Benefits focus on the product or service; selling points focus on the user's needs and desires. E. Selling points and benefits are synonymous and point to user needs; features focus on the product.
A. Selling points focus on the product or service; benefits focus on the user's needs and desires.
Which of the following is an example of positive phrasing? A. Thank you for sharing your concerns about your shopping experience B. Your request doesn't make any sense to me C. You are clearly dissatisfied D. The damage won't be fixed for a week E. I was shocked to learn that you're unhappy
A. Thank you for sharing your concerns about your shopping experience
How are demographics and psychographics used? A. They help the user understand and categorize audience needs. B. They help reveal and type the audience's ambitions. C. They help the user understand and fulfill the audience's dreams. D. They help reveal and classify the audience's desires. E. They help uncover hidden audience aspirations and goals.
A. They help the user understand and categorize audience needs.
Mary was asked to deal with a customer complaint that had not been satisfactorily dealt with over the course of 6 weeks, during which time many attempts to satisfy the customer's concerns failed. Mary began her message to the client by identifying herself as the Vice President of Customer Affairs. As a good communicator, she did this ________. A. To establish her credibility to speak for the company B. To induce the customer to stop complaining and listen C. To let the customer know there were no options remaining to solve the issue D. To show the customer the problem had escalated E. To make the customer feel inferior to her
A. To establish her credibility to speak for the company
When writing a routine business request, you should ____________. A. Use the direct approach B. Close by presenting your main idea C. Open by justifying your request D. Use the indirect approach E. Use the body to request specific action
A. Use the direct approach
Brenda writes the following request: "Send me the new sales figures right away." Which of the following errors has she made? A. Using a demanding tone B. Addressing multiple topics per question C. Using too casual a tone D. Asking an important question first E. Using reader's request last
A. Using a demanding tone
Stephen wrote the following beginning for a negative response to a request for a large company donation: "Our company shares your goal of supporting enlisted men and women from our community. In fact, because several of our employees have spouses who are currently deployed overseas, we have undertaken a company-wide, on-going project of sending weekly care packages to thirty soldiers." Is this an effective buffer? A. Yes, because it establishes common ground in a positive way B. No, because it establishes common ground in a negative way C. No, because it opens with an irrelevant comment D. No, because it makes a promise that will not be followed through E. Yes, because it promises positive action but doesn't deliver
A. Yes, because it establishes common ground in a positive way
Sue is writing a persuasive message to encourage buyers to make an immediate purchase decision about a new product. Sue is preparing a ______________ message. A. sales B. request for action C. promotional D. marketing E. presentation of ideas
A. sales
People's motivations are ________. A. the forces that drive them to satisfy their needs B. the collection of things that appeal to them C. the various psychological characteristics of them D. the quantifiable elements of their characters E. the things that make them act uncharacteristically
A. the forces that drive them to satisfy their needs
Which of the following should you do to gauge the audience's experience? A. Analyze the mix of organizational position, professions, language fluencies, and other demographic factors that could influence your content and delivery choices. B. Analyze what the audience expects from you. C. Consider whether the audience has any biases that might work against you. D. Analyze your audience's likely mood when you speak to them. E. Identify what audience members have in common and how they differ.
B. Analyze what the audience expects from you.
Patricia wants to let her team know that they did exceptional work on a recent project. Patricia is going to send her team a message of ________________. A. Recognition B. Appreciation C. Good news D. Goodwill E. Recommendation
B. Appreciation
Why is it important to plan how to best get your audience's attention? A. If they are in the audience, the assumption can be made that they will be interested in the topic. B. Audiences will listen if they know the information will personally affect them. C. Audiences will respond favorably when product samples are distributed. D. The audience members have a common goal that they need to reach. E. You want to be able to get the audience to think about the message before you begin.
B. Audiences will listen if they know the information will personally affect them.
When making a routine request, which piece of advice should you follow? A. Do not consider the tone of the message B. Be specific C. Do not assume that your audience will comply D. Demand action E. Be vague
B. Be specific
What is the BEST way to make sure the length of your presentation stays within the allotted time? A. If using structured slides, estimate about 1 minute per slide as a guide B. Complete a practice run C. Eliminate the question-and-answer session from the end of your presentation D. Keep it to five written pages of notes E. Plan to not give any breaks
B. Complete a practice run
Nicole is a hiring manager and is preparing an announcement regarding a new executive hire. Which of the following approaches should she use? A. Forceful B. Direct C. Deceptive D. Reluctant E. Indirect
B. Direct
Which of the following should you do to determine audience size and composition? A. Analyze what the audience expects of you. B. Identify what your audience members have in common and how they differ. C. Analyze why audience members are attending the presentation. D. Anticipate possible objections or questions. E. Analyze your audience's likely mood when you speak to them.
B. Identify what your audience members have in common and how they differ.
Which of the following is recommended when making a persuasive argument? A. Assume you only have one chance to convince your audience. B. If you expect a hostile audience, present all sides of the story. C. Be sure to make a great argument to convince your audience. D. Resist compromise to get your point across to the audience. E. Use the hard sell approach to demonstrate your conviction.
B. If you expect a hostile audience, present all sides of the story.
Which of the following is a legal consideration regarding marketing and sales efforts? A. There are no special rules regarding marketing messages and websites aimed at children. B. Marketing and sales messages must be truthful. C. You do not need to back up your claims with evidence. D. "Bait and switch" advertising is legal. E. Marketing and sales messages are never considered to be binding contracts.
B. Marketing and sales messages must be truthful.
Which of the following is considered a psychographic characteristic? A. Gender B. Personality C. Education D. Occupation E. Income
B. Personality
Alice is working on preparing the close of the presentation. What should Alice be concerned with? A. Explaining the who, what, when, where, why, and how of the subject matter B. Reviewing the points that have been made during the presentation C. Summarizing the main idea of the presentation D. Giving a preview of what is to come E. Creating interest in her subject matter
B. Reviewing the points that have been made during the presentation
Which of the following applies for both the direct and the indirect approach when communicating bad news? A. Both approaches open with a buffer B. The close for both approaches should show respect for the recipient C. Both approaches should encourage the reader to believe that you might change your mind D. Both approaches are meant to delay bad news E. Both approaches are meant to obscure bad news
B. The close for both approaches should show respect for the recipient
Which of the following is true for routine negative responses? A. The indirect approach works best B. The direct approach works best C. You should not offer alternative ideas, even if the relationship is important D. Even if the matter is closed, you should imply that there is still a chance that it's still open as a way to delay saying no E. You should imply that other assistance or information is available even if it's not
B. The direct approach works best
What is the purpose of the audience mindset designations? A. To help you select the medium of your presentation B. To help you plan your presentation approach C. To help you prepare your outline D. To help you decide the topic of your presentation E. To help you select whom to look at as you present
B. To help you plan your presentation approach
Which of the following goals may NOT be appropriate when communicating negative information? A. To maintain a good image for your organization B. To reduce or eliminate the need for future correspondence on the matter C. To maintain as much goodwill as possible with your audience D. To convey the bad news E. To gain acceptance for the bad news
B. To reduce or eliminate the need for future correspondence on the matter
Which of the following should you do when writing routine replies and positive messages? A. End the message with the main idea B. Use the direct approach C. Develop the single most important message during the writing process D. Embed positive statements in negative contexts E. Make sure that readers acknowledges their personal responsibility
B. Use the direct approach
Which of the following is an example of negative phrasing? A. The item will be repaired next week B. Your request doesn't make any sense C. Thank you for sharing your concerns about your shopping experience D. Please verify the enclosed statement and provide a correct copy E. I recognize that the product did not live up to your expectations
B. Your request doesn't make any sense
Slide presentation backgrounds might NOT be appropriate for business if they are ________. A. relevant B. distracting C. free-form D. structured E. colorful
B. distracting
The three main types of persuasive business messages are ________. A. demands for change, appeals for reconsideration, and pleas for action B. requests for action, presentations of ideas, and claims and adjustment requests C. declarations of mandates, statements of change, and arguments for adjustments D. submissions of requests, proposals of changes, and suggestions for new ideas E. applications for employment, entreaties for change, and petitions for reconsideration
B. requests for action, presentations of ideas, and claims and adjustment requests
John became frustrated with an angry customer and responded with abusive language. The worst thing about John's response is it could result in ________. A. the customer refusing to do business with the company B. the customer accusing John of defamation C. the customer posting a negative review on a social media site D. the customer sending a letter to the company president E. John receiving a poor performance evaluation
B. the customer accusing John of defamation
Why is attention to ethics important when creating a negative message? A. By law, content and delivery of negative messages must be ethical B.Negative messages can have a significant negative impact on the lives of those receiving them. C.Failure to pay attention to ethics might result in a whistle-blower case against the organization. D.Ethics should be considered only when a communication directly affects the workforce. E.Because ethical standards vary from person to person, ethics should not be considered in any communication.
B.Negative messages can have a significant negative impact on the lives of those receiving them.
When you are writing to reject a job application, which of these is considered the BEST strategy? A.Use the active voice to convey the firm's decisiveness. B.Use an indirect approach to soften the blow. C.Explain the faults of the candidate that lead to the rejection so the candidate can improve. D.Make it clear that the rejection was not discriminatory. E.Use a direct format letter to help the pain of rejection end quickly.
B.Use an indirect approach to soften the blow.
_______________________________ is the need to feel a sense of accomplishment or to be admired by others for accomplishments. A. Power and control B. Aesthetic appreciation C. Achievement D. Self-actualization E. Adventure and distraction
C. Achievement
Juan is working on preparing the introduction of the presentation. What should Juan be concerned with? A. Preparing the closing statement that will help the audience remember the subject of the speech. B. Anticipating and answering likely questions C. Creating interest in his subject matter D. Explaining the who, what, when, where, why, and how of the subject matter E. Reviewing the points that have been made during the presentation
C. Creating interest in his subject matter
Bill receives a customer complaint. His customer has clearly misused the product, but Bill agrees to grant the claim. Which of the following should he do in his response? A. Refer to the crisis management plan B. Make elaborate promises C. Discourage future mistakes D. Blame the customer for the problem E. Imply that he will grant further claims
C. Discourage future mistakes
Which of the following is a step in an effective routine response to a customer complaint? A. Apologize profusely, even if this is insincere. B. Assign blame to a coworker by name. C. Explain how you plan to resolve the situation. D. Do not sympathize with the customer's frustration since this could encourage similar claims in the future. E. Do not accept personal responsibility.
C. Explain how you plan to resolve the situation.
Jim wants to emphasize specific points in a technical diagram in his slideshow presentation. Which of the following tools would allow this? A. Embedded multimedia B. Decorative animation C. Functional animation D. Hyperlinks E. Slide builds
C. Functional animation
David has requested a raise and Brianna, the HR Manager, has to tell David that his request has been denied. What is the BEST way for Brianna to inform David that he will not be receiving a raise? A. In an instant message B. By email C. In person D. In a letter E. By interoffice mail
C. In person
What is the greatest value of tweeting key points as you speak during an oral presentation? A. Your social media use reveals your forethought in planning ahead. B. Use of social media makes your talk seem more relevant. C. It makes it easier for listeners to retweet or comment on main points. D. Your tweeting brings you into unity with your audience's tweeters. E. Tweeting shows your dexterity when you do two things at once.
C. It makes it easier for listeners to retweet or comment on main points.
When using the direct approach for negative messages, you should do which of the following? A. Close with the bad news B. Always end on a false positive to protect yourself against lawsuits C. Maintain a calm, professional tone D. Open with the reason for the situation or decision E. Open with a respectful statement
C. Maintain a calm, professional tone
When using the direct approach for negative messages, you should do which of the following? A. Open with the reason for the situation or decision B. Open with a respectful statement C. Open with the bad news D. Close with the bad news E. Always end on a false positive to protect yourself against lawsuits
C. Open with the bad news
Which of the following is true about persuasive messages? A. The most effective main ideas for persuasive messages are about the sender. B. Most persuasive messages use the direct approach. C. Persuasive messages are more challenging to write than routine messages. D. Persuasive messages are only used in external situations. E. It is not important to limit the scope of a persuasive message.
C. Persuasive messages are more challenging to write than routine messages.
When a presenter wants four main points to appear on the same slide, but one at a time, which technique could be used to create the desired effect? A. Slide transitions B. Embedded multimedia C. Slide builds D. Hyperlinks E. Decorative animation
C. Slide builds
How are ideas linked during an oral presentation? A. Through frequent pauses B. Through question and answer opportunities C. Through transitional words and phrases D. Through previewing the presentation E. Through closing remarks
C. Through transitional words and phrases
Which of the following is true regarding social networking recommendations? A. You are likely to get fewer recommendation requests in social networks B. Making recommendations in a social networking environment is less complicated than with a traditional recommendation letter. C. You can write as little as a one sentence recommendation in a social network D. Social networks do not offer flexibility when it comes to responding to requests for recommendations E. The recommendations you make in a social network do not become part of your personal brand
C. You can write as little as a one sentence recommendation in a social network
Jill is preparing a persuasive business message and is relying on a logical appeal. She is explaining that the industry's most successful companies have adopted the same enterprise resource program that she is proposing. Jill is using ____________ reasoning to make her case. A. superficial B. methodical C. inductive D. deductive E. analytical
C. inductive
The demands of ethics and etiquette tend to require the use of ________ to communicate with appropriate sensitivity and care. A. A combination of the direct approach and an aggressive tone B. the direct approach C. the indirect approach D. written communication E. lengthy communications
C. the indirect approach
Which of these is a guideline to follow when communicating negative organization news in a crisis situation? A.Find someone to blame. B.Refuse to respond to questions that would have a negative impact on the company. C.Get top management involved immediately. D.View the crisis as an opportunity to market your product and/or service. E.Communicate only with media representatives that are favorably predisposed towards your company.
C.Get top management involved immediately.
Consider this scenario: Mary-Kate: Participation in the new online benefits enrollment system has been a disaster because virtually no one has enrolled. We never should have sent the instructions through email. Our employees are drowning in information, and they probably ignored the email containing the instructions. Claudia: You've got it wrong. Emails announcing the online enrollment system were marked with the "urgent" flag. So even though our employees get a lot of emails, they must have realized that those announcements were important. I have a better explanation: the instructions we emailed were confusing. They are filled with jargon and unclear terms. You practically have to be a software engineer to figure out how to use the system, and our instructions made things worse. Claudia's argument assumes which of the following? A. The failure of the online benefits enrollment system is the most important communications failure in the company. B. The instructions would have been easier to understand had they been provided in hardcopy form as well. C. Even the most simple of instructions would be misunderstood by most of the employees. D. A significant number of employees opened and read the email containing the instructions. E. The number of people with technical skills who enrolled successfully is greater than the number of people without technical skills who enrolled successfully.
D. A significant number of employees opened and read the email containing the instructions.
Which of the following is true regarding the AIDA model? A. The AIDA model focuses on building a mutually beneficial, long-term relationship. B. The AIDA model organizes messages into five phases. C. The AIDA model essentially talks with audiences, not at them. D. AIDA is an acronym that stands for Attention, Interest, Desire, Action. E. The AIDA model is tailor-made for using the direct approach.
D. AIDA is an acronym that stands for Attention, Interest, Desire, Action.
________________ are the most personal business messages that you may ever have to write. A. Good news announcements B. Recommendation letters C. Goodwill messages D. Condolence letters E. Claims and adjustment letters
D. Condolence letters
"Let me know if there is anything else I can do to assist you" is an example of which of the following? A. Concise opening B. Disappointing news C. Main idea D. Courteous close E. Condescending tone
D. Courteous close
Jessica writes the following business request: "Would you please send me a copy of the latest sales documents and a list of the employees assigned to our new project?" Which of the following errors has she made? A. Not conducting a thorough audience analysis B. Asking the least important question first C. Asking irrelevant questions D. Dealing with multiple topics per question E. Using an overly polite tone
D. Dealing with multiple topics per question
Which of the following is the MOST common reason some employers are reluctant to provide recommendation letters for former employees? A. Employees will use the recommendation letter to seek employment. B. Employers are uncomfortable with their writing skills. C. Employers do not have time to write these letters. D. Employees have sued employers. E.The former employee will demand to be rehired.
D. Employees have sued employers.
Which of the following is true regarding persuasive messages? A. It is not important to limit your scope when crafting a persuasive message. B. The most effective main ideas for persuasive messages are about the sender, not the receiver. C. Most persuasive messages use the direct approach. D. If you aren't well known and therefore need to rely more on the strength of your persuasive message than the power of your reputation, the indirect approach will probably be more successful. E. If you are a highly regarded technical expert with years of experience, you might use the indirect approach in a persuasive message to top executives.
D. If you aren't well known and therefore need to rely more on the strength of your persuasive message than the power of your reputation, the indirect approach will probably be more successful.
Which of the following is an example of a routine message? A. The company is announcing an impending merger B. The company is announcing a change in the employer-sponsored tuition reimbursement plan C. Lucas informs Ray that he is being transferred to another division within the company D. Latisha is requesting a letter of recommendation from Joshua E. The company is experiencing financial problems and is suspending employer contributions to the retirement plan
D. Latisha is requesting a letter of recommendation from Joshua
John is preparing a presentation and he wants to ensure that the audience stays tuned in to his message. Which of the following should he NOT do during the presentation? A. Illustrate his ideas with visuals. B. Keep relating to the audience's needs. C. Anticipate and answer the audience's questions during the presentation. D. Repeat the same words and phrases over and over. E. If appropriate, encourage participation by asking for comments or questions.
D. Repeat the same words and phrases over and over.
Willie had to construct a message to convince managers to stop micromanaging competent employees and spend more time on leadership aspects of their job. He began with a short, compelling sentence about the managers' value to the company. Then, he worked to gain their interest with his solution to the problem, and explained how the managers would benefit by redistributing their efforts. Finally, he suggested a simple approach to moving forward with the plan. What approach was Willie using? A. An indirect approach B. A logical approach C. An objective approach D. The AIDA approach E. A journalistic approach
D. The AIDA approach
Miguel is writing a routine negative response to a client. The consequences to the client are minimal. Which of the following is true? A. You should not offer alternative ideas, even if the relationship is important B. The indirect approach works best C. Even if the matter is closed, you should imply that there is still a chance that it's still open as a way to delay saying no D. The direct approach works best E. You should imply that other assistance or information is available even if it's not
D. The direct approach works best
Which of the following is true regarding the persuasive business message? A. The hard sell is usually the most effective approach to take for persuasive business messages. B. Relying solely on great arguments is usually the most effective approach to take for persuasive business messages. C. Assuming that persuasion is a one-shot effort is usually the most effective approach to take for persuasive business messages. D. The persuasive business message generally relies more heavily on logical than on emotional appeal. E. Resisting compromise is usually the most effective approach to take for persuasive business messages.
D. The persuasive business message generally relies more heavily on logical than on emotional appeal.
When answering requests when a potential sale is involved, what is one of your main goals? A. To ask for referrals to other customers B. To get a commitment for a sale now C. To explain why the competitors are not as deserving of the sale D. To encourage future sales E. To answer only those questions that make the company look as good as possible
D. To encourage future sales
A manager wrote a message using simple, straightforward language and focused on objective evidence by credible sources to support his claims. The arguments were fair, logical, and objective and avoided emotional appeals and high-pressure pitches. Which was the manager likely doing? A. Using the AIDA approach B. Creating a sales message C. Pointing out the weaknesses of the staff in a logical, nonthreatening way D. Trying to convince a hostile audience E. Using the direct approach
D. Trying to convince a hostile audience
Which of the following is true in most cases when developing a written request? A. You should assign a deadline for a response to eliminate delays B. It is best to be vague when stating the request to allow the audience to determine how they can best help C. The more demanding the tone, the more likely you are to have a positive resolution D. You should assume your audience will comply E. The request should be followed up with a phone call or an IM to ensure it was received
D. You should assume your audience will comply
Which of the following is the appropriate way to make a claim request when the remedy is obvious? A. You should request the company assess the situation B. You should not make a claim request C. You should express your anger and frustration and escalate the issue within the organization D. You should clearly request it be done E. You should demand an immediate resolution
D. You should clearly request it be done
Which of the following is the appropriate way to make a claim request when the remedy is NOT obvious? A. You should not make a claim and ignore the problem. B. You should not make a claim request C. You should demand an immediate resolution D. You should request that the company assess the situation E. You should not make a claim
D. You should request that the company assess the situation
The closing of a negative message using the direct approach should always include ________________. A. a detailed explanation of who was to blame for any mistake or oversight B. a guarantee that this problem will never happen again C. a lengthy, heartfelt apology D. a positive statement aimed at maintaining a good relationship with the audience E. brief instructions on how the recipient can avoid these issues in the future
D. a positive statement aimed at maintaining a good relationship with the audience
If appropriate, the closing of a direct negative message might benefit from the inclusion of ________. A. a detailed explanation of who was to blame for any mistake or oversight B. brief instructions on how the recipient can avoid these issues in the future C. a lengthy, heartfelt apology D. an alternative solution E. a guarantee that this problem will never happen again
D. an alternative solution
Sally is preparing an internal marketing message using the AIDA model and is explaining how the sales of the company's product can result in excellent commissions for the salespeople. Sally is trying to ___________________ for the product. A. increase desire B. manipulate the demand C. get the buyer's attention D. build interest E. motivate action
D. build interest
Joe is preparing a sales message using the AIDA model and is explaining how the consumer can try the company's product risk-free for sixty days. Joe is trying to ___________________ for the product. A. get the buyer's attention B. increase desire C. build interest D. motivate action E. manipulate the demand
D. motivate action
Vladimir: "Henri has complained my review of his work is unfairly negative, but anyone who reads my review will be forced to agree there are no negative statements. I have nothing against Henri. I merely (and correctly) pointed out I have never known Henri's work to be incompetent, and to my knowledge he has never been subject to any employee discipline proceedings." Which of the following is MOST similar in approach to Vladimir's review of Henri? A.A performance appraisal relies on accounts that were submitted anonymously. B.A critique of a technical manual claims the manual is "full of errors," but it does not offer any specific examples. C.A feedback session is held to learn how different employees feel about their managers. D.A review of a book of poetry merely indicates that it is "free of typographical errors." E.A review of a play mentions only positive factors and fails to mention glaring errors that damaged the overall production.
D.A review of a book of poetry merely indicates that it is "free of typographical errors."
In a crisis, which general rule about communicating with employees may have to be overlooked for the sake of health, safety, or time constraints? A.Communication of organizational negative news to employees is best done at a company meeting. B.News to employees should be passed from company management to managers to employees. C.Communication with employees about bad news should be given on Friday. D.Communication with employees about bad news should be delivered in person. E.Employees should receive information before external stakeholders.
D.Communication with employees about bad news should be delivered in person.
When concluding a letter in which the writer cannot grant a request, which of the following is an important goal? A.Making the response unclear B.Preventing the audience from making other requests in the future C.Avoiding responding to the request as long as possible D.Refusing while maintaining a positive relationship E.Careful time management
D.Refusing while maintaining a positive relationship
Which of the following is true about a social media release? A. A social media release uses narrative paragraphs. B. A social media release is an announcement submitted to the news media. C. A social media release is directed to an editor. D. A social media release is an announcement submitted to employees. E. A social media release is considered to be a direct-to-consumer news release.
E. A social media release is considered to be a direct-to-consumer news release.
Which of the following should you do to predict the audience's probable reaction to your business presentation? A. Identify what audience members have in common and how they differ. B. Analyze whether everybody has the same background and level of understanding. C. Analyze the mix of organizational position, professions, language fluencies, and other demographic factors that could influence your content and delivery choices. D. Determine what the audience already knows about the subject. E. Analyze why audience members are attending the presentation.
E. Analyze why audience members are attending the presentation.
Which of the following should be done to ensure successful online presentations? A. To ensure spontaneity, never send out preview study materials ahead of time. B. Limit the amount of time for viewers to get connected. C. Limit the amount of time asking for feedback since this can interrupt the flow of the presentation. D. Consider the viewing experience from your point of view. E. Don't get lost in the technology.
E. Don't get lost in the technology.
Don wants to make sure his request comes across as polite. Which of the following should he do? A. Use a demanding tone B. Assume that his audience will comply C. Ask only relevant questions D. Indicate his boss is interested in the response E. Explain how it will benefit the reader
E. Explain how it will benefit the reader
Which of the following is considered a demographic characteristic? A. Lifestyle B. Attitudes C. Personality D. Risk tolerance E. Gender
E. Gender
When making a claim or requesting an adjustment, you should do which of the following? A. Provide a straightforward statement of the problem in the body of the request. B. Maintain an angry tone to convey your frustration. C. Open with specific details of the problem. D. Demand immediate action. E. Present facts honestly and clearly.
E. Present facts honestly and clearly.
Which of the following controls how one slide replaces another? A. Slide builds B. Embedded multimedia C. Hyperlinks D. Decorative animation E. Slide transitions
E. Slide transitions
Wayne needs to quickly develop a slideshow presentation for a project status update. Which of the following would be the BEST choice to develop this presentation? A. Slidument B. Free-form slides C. Slideshare D. Slide builds E. Structured slides
E. Structured slides
Messages using the indirect approach open with a(n) ____________. A. statement of the bad news B. false positive C. respectful statement D. apology E. buffer
E. buffer
Paul is preparing a persuasive business message using words like freedom, success, and prestige. Paul is using a(n) ____________ appeal to make his case. A. superficial B. analytical C. reasoned D. methodical E. emotional
E. emotional
John is writing a persuasive message introducing a new brand of detergent into the marketplace. John does not intend to encourage potential buyers to make an immediate purchase decision. John is preparing a ______________ message. A. request for action B. presentation of ideas C. sales D. promotional E. marketing
E. marketing
Audience size, the venue, and time available are examples of the factors that ________. A. researchers say make presenters nervous B. should define a presentation's approach C. affect audience receptivity to your message D. presenters should ignore, in favor of focusing on the topic E. should influence the style of presentation
E. should influence the style of presentation
Betty met with her manager in order to establish clear goals for Betty for the upcoming year. Then they continued to meet once a quarter throughout the year to review Betty's progress. What value does this choice have in terms of negative communication? A.It will enable them both to be more objective about the review when it transpires. B.They will be prepared if the company abandons the traditional employee review. C.It allows more opportunities to discipline Betty if she begins to fail at her job. D.The manager won't have to document performance problems. E.If the manager has negative feedback at the performance review, it will not be a surprise.
E.If the manager has negative feedback at the performance review, it will not be a surprise.
