Email and Other Traditional Tools

According to a recent study, nearly all business professionals expect an email response within

4 hours

Which of the following should be included in an effective signature block in a business email?

the sender's name clearly presented contact information

Which of the following are motivations for leaving out names in business emails?

to have the email resemble a memo to avoid unneeded formality

The general name for the medium through which a message is transmitted is the

communication channel.

In a business environment, appropriate email attachments include which of the following?

most picture and graphics files files that are not suitable for inclusion in the email window large spreadsheet files

Lee just started working in a traditional, corporate setting that has many workplace regulations. Lee's previous job was with an innovative start-up company. She wants to send a question to her manager about a presentation she is planning. She needs an immediate answer, so she decides to send an instant message. Which of the following should she consider before sending the message? (Choose every correct answer.)

Lee should evaluate the meta message of her instant message. Lee should think about her manager's attitudes toward instant messaging.

In a business environment, senders should compose emails with which of the following qualities?

on point professional pertinent

In a business environment, copying an email sent between equals to their direct superior is seen as

a type of power play.

Which of the following statements about instant messaging in the workplace are true? (Select all that apply.)

Instant messaging is suited for short and simple business messages. Attitudes toward instant messaging in the workplace vary significantly.

Which of the following statements about instant messaging in meetings are true? (Select all that apply.)

It can cause distractions and be abused. It is becoming increasingly common in some organizations.

Which of the following are strategies to avoid the effects of e-interruptions?

Shorten email chains through effective word use. Use rich channels to accomplish a task rather than email. Reply to urgent messages right away.

Which of the following are methods of achieving relaxation?

finding an amusing angle to the situation breathing deeply counting to ten

Which of the following are the email features that can be a factor in the development of email chains?

forward reply to all copy

Which of the following are characteristics of emails sent by low-morale business organizations?

low use of greetings low use of polite closings

Candace makes a lot of phone calls for her job. She has received feedback indicating that she speaks in a monotone and does not sound very engaged. Which of the following can she do to speak more enthusiastically and pleasantly?

Candace should engage in nonverbal behaviors, such as smiling, sitting up straight, and gesturing, during phone calls. Candace should listen to her recorded voice to get ideas about changes she should make.

Which of the following are appropriate ways to reply to an email with a request that you cannot immediately respond to in full? (Choose every correct answer.)

I will get back to you on Thursday after I've had a chance to study your request. I can respond to your email by the end of the week. I can take care of your request two days from now.

Which of the following are reasons email is not considered a rich channel for communication? (Choose every correct answer.)

Email does not have nonverbal cues. Email is deficient in verbal cues.

Which statements are true of the demands placed upon the recipient of a business email? (Choose every correct answer.)

Emails often disrupt other work tasks. Emails add to the amount of work a recipient must do. Emails may create a time commitment.

To defuse fully a workplace situation created by cyber incivility, which of the following actions should you take?

Emphasize task facts and issues in an email. Arrange an in-person meeting. Seek shared goals and common ground.

Hannah had a productive phone call with her colleague during which a number of decisions were made. After hanging up, Hannah could not remember many of the decisions. Which of the following best explains what she should have done?

Hannah should have taken some notes during the call.

Which of the following can be accomplished by phone calls, in contrast to other, less-rich channels? (Choose every correct answer.)

They help business professionals manage conflict more effectively. They allow business professionals to connect with better understanding. They help business professionals resolve problems more quickly.

Tim, a supervisor, and Sue, his supervisee, just concluded a phone call during which many decisions were made, including how tasks would be delegated to specific team members. Which of the following should Tim do to make certain the agreements are accomplished? (Choose every correct answer.)

Tim should document the agreements of the conversation so that there is a record. Tim should send a reminder message to Sue within a few hours after the call.

As the number of people involved in an email chain grows, which of the following occur?

Turmoil and confusion increase. More messages are included.

Which of the following statements about instant messaging in the workplace are true? (Choose every correct answer.)

You should be aware of others' instant messaging styles and match them. You should use standard language conventions and complete sentences until you know the instant messaging style of your colleagues.

Which of the following should you do to prepare for less formal phone conversations? (Choose every correct answer.)

You should decide on the major points to cover. You should let your conversation partner know the approximate duration of the call. You should plan the purpose of the phone conversation.

Which of the following should be sent as attachments rather than in the body of a business email?

a lengthy report a complex spreadsheet pictures and graphics

Which of the following are common outcomes of the negativity or neutrality effect in a business setting?

apprehension uncertainty an increase in conflict

Which of the following are effects of e-interruptions on business professionals?

decreased inventiveness diminished attention spans added work stress

Because business professionals use a large quantity of email for communication, they typically associate emails with which of the following? (Choose every correct answer.)

email fatigue information overload

Which of the following are examples of communication channels? (Choose every correct answer.)

emails phone conversations face-to-face dialogue

After experiencing cyber incivility, you should reinterpret your first reactions with assessments that have

greater fact-based conclusions. increased objectivity. more personally detached appraisals.

Which of the following are typical consequences of copying too many people in a business email?

information overload watered down responsibility confusion over responsibilities

When you coordinate tasks by email, you show respect for the recipient's time by

providing details about time frames. providing several possible time slots for any meetings. clearly stating your availability.

Before business emails are sent, which of the following should be checked? (Choose every correct answer.)

punctuation spelling grammar

Which of the following are constructive steps that can be taken to address workplace cyber incivility?

relaxation defusing reinterpretation

Which of the following are characteristics of defusing?

removing friction forestalling any rise in tensions

Which of the following are types of cyber incivility that female supervisors commit more commonly than male supervisors do? (Select all that apply.)

sending time-sensitive messages via emails failing to reply to emails

In business emails, subject lines reflect the ______ of the message.

significance

What does the richness of a communication channel involve?

the level of immediacy the number of cues available

Which of the following contribute to cyber incivility? (Choose every correct answer.)

the quick pace of online interaction the lack of face-to-face contact online

Email is suitable for which of the following types of messages in business? (Choose every correct answer.)

the sharing of facts routine work information stating holiday work hours

Which of the following are considered to be unprofessional writing and formatting for business emails?

typing words in all capital letters spelling words in a nonstandard fashion composing a message in an uncommon font

What are three problems associated with using the "reply all" feature in business emails?

using "reply" instead of "reply all" losing track of the sequence of emails missing messages entirely