Business Communication Final - JBU
List and explain three stylistic aspects of writing a bad-news statement.
- Emphasize the positive and de-emphasize the negative. Use the inductive approach for bad news messages; subordinate the negative aspect of the message and emphasize the positive aspect. - Use positive language to accentuate the positive and de-emphasize the negative. Carefully select words that do not offend or blame to make the tone of the message more positive. - Imply the refusal when the receiver can understand the message without a definite statement of the bad news. Rather than stating a blunt refusal, use words that imply the refusal as long as the message of the refusal remains clear to the recipient.
List at least five of the six steps for planning and preparing spoken and written messages?
1. Consider the applicable contextual forces. 2. Determine the purpose and select an appropriate channel and medium. 3. Envision the audience. 4. Adapt the message to the audience's needs and concerns. 5. Organize the message. 6. Prepare the first draft.
Which of the following is NOT an error in data gathering?
Administering the survey to a small group of the population before conducting the actual survey
Brigit, head of a bank's internal auditing division, has prepared a report on current auditing procedures. The report which presents suggested solutions to the bank's auditing problems is what kind of a report?
Analytical
Which of the following is a common error that MOST hinders the accurate interpretation of data?
Assumption of a cause-effect relationship when one does not exist
In-text citations for paraphrases prepared using the APA format include the following:
Author's last name, and date of publication
Which of the following does NOT apply to designing a questionnaire?
Avoid "other" as an answer choice on multiple-choice and rating scale questions.
Explain how a counterproposal may be used to preserve a positive relationship when denying a request or when delivering bad news.
By proposing an alternative to the action requested, the communicator denies the request while ensuring that the relationship will not suffer as a result. The counterproposal is an expression of goodwill, a willingness to help the receiver. In a letter denying credit, for instance, a counterproposal can let the customer know that you still value his or her business and that, as soon as credit history is established or improved, the customer may reapply for credit.
What is research credibility, and how can you enhance your credibility as a researcher?
Credibility in research means that your audience accepts your findings as valid and reliable because you have designed the research effectively and have collected, interpreted, and presented the data in an objective, unbiased manner. Following these tips will help to enhance your credibility as a researcher: · Avoid emotional terms. · Identify assumptions. · Label opinions. · Use documentation.
Sue has worked from home for four years, taking phone orders for a national catalog retailer. Sue feels unappreciated for her efforts and detached from management and coworkers. In times past, Sue's performance had been very efficient, responsible, on-time, and reliable. Lately, however, her performance has faltered. Monitors listening in to her calls find she is not selling the new additional offers, as now is required. Using the theories discussed in the chapter as a basis for comment, how would you as Sue's supervisor motivate her to higher productivity and satisfaction?
Even if you have not done this in the past, it is never too late to use positive stroking; tell Sue how much you appreciate her years of service and good work. Listen intently to her expression of frustration--ask specifically what troubles her about selling additional offers. By paying more attention to her needs, you may make her feel more appreciated. Empower her to be a better salesperson by explaining the rationale for the new offers and listening to her input about them. Including her in strategy development may make her more willing to sell.
A graphic that will not fit on the page where it is introduced should be placed in an appendix.
False
A pie chart is the best type of graphic aid to use to summarize the results of a survey question to which each respondent could check more than one answer.
False
An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.
False
An effective writer should try to write at the exact grade level of the receiver.
False
Barriers, or interferences, to communication can be completely overcome by skilled communicators.
False
Bulleted lists are inappropriate in business writing because they are too casual.
False
Cliches are handy verbal shortcuts that should be used whenever possible to shorten business messages.
False
Employees should set aside their own personal value systems when making ethical decisions for their companies.
False
Good preparation for an interview is to study your résumé, as the typical interview focuses on information contained in the applicant's résumé.
False
Grammar and style checkers in word processing programs replace the need for a human editor.
False
If the interviewer has been thorough, it is appropriate to say, "I don't have any questions" when asked at the end of an interview.
False
It is acceptable to send a message of appreciation that includes strong, somewhat exaggerated language when the sender believes the statements to be true.
False
Labeling each piece of a pie chart is not required, as long as the most important pieces are explained.
False
Memorandums, or memos, are appropriate for communication both inside and outside the company.
False
Passive voice is used in the following sentence: "The stockholders read the annual report."
False
Practicing for a job interview is not generally recommended as it causes the candidate to sound rehearsed and insincere.
False
Sending a thank-you message following an interview is a professional courtesy, but unnecessary if you thank the interviewer before departing from the interview.
False
Synergy occurs when the energy of a group is diverted to nonproductive tasks.
False
Talking headings recap the information presented in the preceding paragraph.
False
The "grapevine" is a part of an organization's formal communication network and should be used effectively.
False
The best time to find out general information about an organization is during the job interview.
False
Though people around the world speak different languages, nonverbal communication, such as gestures and facial expressions, generally has the same meanings to all cultures.
False
Three basic purpose of communication are to feel, sense, and influence.
False
When ABC Company makes a legal decision that complies with contractual agreements, one can accurately assume that it is an ethical decision because it is legal.
False
When an effective graphic is used in a report, there is no need for additional interpretation and analysis of the data.
False
When viewing tabulated research results, readers or listeners need exact statistics rather than rounded fractions and percentages.
False
While text can be given an unethical slant, graphic aids eliminate that risk because of their quantitative nature.
False
Discuss five techniques for composing appropriate web content.
Five techniques for composing appropriate web content include the following: 1. Be brief as people don't like to read long passages. 2. Keep it simple since your audience will come from a broad spectrum. 3. Consider appropriate jargon that fits your target audience. 4. Use eye-catching headlines to gain attention and pull readers into your message. 5. Break long documents into smaller chunks for easier reading. 6. Use attention-getting devices judiciously. More is not always better. 7. Avoid placing critical information in graphic form only as graphics may be slow to load or may not load at all.
Kendrick, a recent college graduate, wants to communicate that he can get along with others and is accepting of diversity. Which of the following statements should he avoid making?
I can work with most people.
Explain the increasing use of groups and teams in U.S. businesses. Give specific examples from the textbook.
In recent years, U.S. businesses have shifted attention away from the employment of traditional organizational subunits toward the use of teams. Three main reasons for the shift are as follows:1. Many businesses have downsized and eliminated layers of management. In a flatter organization, communication across the organizational chart becomes more important, and teams can assist with this.2. Companies implementing TQM programs are reorganizing to distribute the decision-making power throughout the organization.3. Companies have learned that more can be accomplished when people work cooperatively. The synergy that results in effective teams increases creativity and improves business solutions.
Gabrielle has an interview for a position in sales. Which of the following would most likely contribute to a favorable first impression in the interview?
Maintain eye contact and use body language to convey confidence.
Which of the following statements about employment interviews is FALSE?
Most questions asked in interviews can be answered from the résumé.
Jobs go to those who show that the skills and abilities they possess meet the needs of a company. Adequate details and support provide concrete evidence of skills. Revise the following statements to provide evidence of qualifications through concrete, specific details that show not just tell the audience about skills. Invent additional details as needed. a. I am a problem solver and can save the company money. b. I am a leader who cares about those I lead and can lead, train, and manage those I supervise. c. I served as treasurer in my fraternity and showed organizational and leadership skills.
One of the keys is to provide concrete, specific examples and details that show not just tell of a particular skill or attribute. When possible, support achievements with measurable, quantifiable data. For example, how large was the increase in sales? The reduction in costs? The percentage of increased productivity? And so forth. a. I am a problem solver. For example, working for Bobby Miller at South Pier Distribution, we were experiencing problems with too many back orders. After studying the situation, I realized it was because the paperwork went through several unnecessary steps. I presented a proposal to Bobby that eliminated much of the paperwork, and we reduced back orders by 15 percent. b. As an assistant manager at Fashion's First, I sought input from associates regarding concerns and issues. Then, I acted on suggestions and implemented changes when appropriate. I have also trained associates in policies and procedures. Additionally, I have preserved good working relationships with my team even difficult conversations and situation arise. c. My junior year in college, I served as treasurer for Alpha Kappa Psi, where I managed a $200,000annual budget. During that year, I also coordinated our yearly charitable fund-raising event where we raised over $8,000 for a local shelter for abused women. I successfully used my organizational and leadership skills to make the event a success.
You have been asked to compare Product A with Product B based upon three criteria: cost, reliability, and durability. Using Roman Numerals in an outline form, show an organizational strategy that could be used. Assume you would have a standard introduction and conclusion.
Option 1: I. Introduction II. Product A Cost Reliability Durability III. Product B Cost Reliability Durability IV. Conclusion Option 2: I. Introduction II. Cost Product A Product B III. Reliability Product A Product B IV. Durability Product A Product B V. Conclusion
An increasing number of job applicants are developing an electronic portfolio that is posted to the applicant's personal website. Austin McClain is a recent graduate with an M.P.A. degree in accounting. He needs to write a professional profile for his electronic portfolio that highlights his accomplishments that include the following: Austin wants a job working with a large international accounting firm as part of a first-year audit staff. He actually has auditing experience resulting from a summer internship with a Dallas accounting firm. He knows how to work with ERP systems, ACL, database, and spreadsheet software. Austin has developed a fluency in Spanish which will be advantageous for working with international clients. As a student, he has been active in Beta Alpha Psy, the honorary accounting society, and several other organizations, where he held leadership positions. He has developed strong skills in writing and speaking. Required: Write a professional profile for Austin McClain suitable for posting to his electronic portfolio.
Professional Profile· First-year audit staff with an international accounting firm. · Technical proficiency in ERP systems, ACL, database, and spreadsheet software. · Audit experience through an internship with a regional accounting firm. · Excellent leadership abilities as demonstrated in student organizations; team experience developed through coursework and student activities. · Superior skills in written and oral communication. · Fluent in Spanish.
Which of the following techniques is most effective for taking notes from secondary sources?
Read the article quickly, put the article aside, list the main points from memory, and review the article to determine if all points are included.
Interviewers quickly scan a resume in about 40 seconds to learn about a job candidate's skills, accomplishments, and attributes. Because interviewers spend such a short time reading resumes, the writing must be direct and simple. Victor, a recent college graduate, is applying for a job and has written the following sentences in his résumé to describe his accomplishments. I was a receptionist at a doctor's family medical practice. My work included taking appointments, filing charts, answering phones, and running errands. I was a sales person at a hardware store where I worked with selling windows, doors, tools and other customer service. I eventually became a manager at the hardware store, ordering products and supplies, as well as supervised five employees. I spent two summers working at the university's admission office, showing prospective students the campus and answering phones and other clerical duties. I was a summer camp counselor with kids that have special needs. My responsibilities included handling special activities and providing daily assistance to kids as needed. Required: Rewrite Victor's work experience section of his résumé so that it is more effective.
Rewording will be direct and use action verbs to begin phrases that are shown in bulleted lists. "I" will be omitted. Locations and dates should be added. Work Experience: Receptionist for physician's practice, [location], [date] * Handled appointments * Filed patient records * Answered telephones * Performed other clerical duties Salesperson for hardware store, [location], [date] * Provided customer service * Sold doors/windows * Answered product questions * Handled customer queries and complaints
Which of the following statements about sampling is correct?
Sampling is a survey technique that eliminates the need for questioning 100 percent of the population.
Which of the following is the most accurate statement concerning the use of primary and secondary research methods?
Secondary research helps to establish a starting point for primary research.
Explain the benefits of conducting secondary research.
Secondary research provides information established previously by other researchers. By engaging in library research on a specific topic, researchers can learn what information is available on the topic, which helps to establish a point of departure for further research. Needless duplication of costly research efforts can be avoided while areas of needed research can be discovered. Careful and extensive secondary research can provide the opportunity to make a significant contribution to a body of knowledge.
Which of the following is an example of a desirable professional attitude during a job interview?
Show that you are strongly interested in the company.
Which of the following procedures is NOT recommended when conducting an electronic search?
Start with a large search engine and then move to a smaller one if necessary.
Which of the following is a source of primary data?
Surveys
Discuss the implications behind the statement that "the customer is always right" in light of the fact that a company must at times deny a customer's request.
The "customer is always right" philosophy has been readily accepted since a company wants to satisfy its customers and clients. Companies are in business because of consumers and clients continuing to buy their products and services. But a company would not be in business long if it continued to honor claims in which the customer is clearly wrong. The customer has a right to make a claim, but it is the company representative who has to decide the basis of the claim and to make a fair decision. Additionally, a company has to share negative organizational news from time to time, but keeping employees informed about the company performance is another way to assure the workers that the company is doing the right thing in preparing them first for any major change in its operations or staff reduction. Doing this shows sensitivity and care for the employees and provides an opportunity to build employee trust and loyalty.
Peyton, the new marketing director at his company, has been asked to write a report for the board of directors on a new corporate image for the company. The report must include an executive summary. What components should the executive summary include?
The executive summary, or abstract, should present the highlights of the report; it should condense the report information to the minimal essentials so that the board can understand the information provided on the report topic. It should briefly introduce the report, preview major sections, and summarize the analysis sections of the report.
Juanita has just been asked to head up a cross-functional team at work, assuming a directive role. Members of her team exhibit various behaviors:· Tom speaks long and often· Robert tries to keep tensions low· Jim is never prepared· Monica constantly complains· Kumar tries to make sure everyone is heard. As they meet the first couple of times, Tom and Monica push to develop strategies to achieve their goal. Discuss the various negative and positive roles found in the group. In what ways can the negative roles be diminished? What stage is Tom and Monica trying to operate at, and what stages and work need done before strategies are developed?
The following roles are represented in the team: Positive Group Roles--Juanita (leader), Robert (harmonizer), Kumar (facilitator)Negative Group Roles--Tom (dominator), Jim (airhead), Monica (detractor)Generally, negative roles are diminished as the group communicates openly about its goals and expectations. Tom and Monica seem to be pushing at work of the Norming stage. The team could benefit by first spending time, Forming (becoming acquainted with each other and the assigned task), and Storming (dealing with conflicting personalities and ideas). The team could then more effectively develop strategies to accomplish their task and more likely reach their optimal performance level.
Explain the purpose of a subject line in an email message, and provide guidelines for writing an effective subject line.
The subject line tells the receiver what the following message is about and sets the stage for the receiver tounderstand the message. The subject line should be as long as necessary for understanding. Often, thinking of thefive Ws (who, what, when where, why) will provide clues for composing an effective subject line. For emphasis,key the subject line in all capitals. Reinforce the subject line by repeating it in the body of the email.
What questions should you ask yourself in determining whether electronic communication is an appropriate message channel?
To decide whether an informal communication vehicle such as email would be appropriate, you should ask yourself the following questions: 1. What is the purpose of the communication? If the message is straightforward and informal,then an email could be appropriate. 2. Is the information personal or confidential? If so, a better communication vehicle is face-to-face conversation. 3. Could you communicate this information by telephone, in person, or through a letter? Email should be used if it is more advantageous than the other options. 4. Is the use of this communication tool an avoidance mechanism? If so, you should think through why you want to avoid the situation and rethink the communication vehicle that would be the most appropriate for your message.
"Chunking" breaks text down into blocks of information, introduces reader-friendly white space, and increases retention by as much as 50 percent.
True
"Talking titles" that interpret the data shown in a graphic are recommended in reports rather than general headings such as "Results" or "Findings."
True
A limitation of language translation is that some words do not have an equivalent meaning in another language.
True
A line chart is an effective graphic for comparing housing prices in a particular state or region with housing prices in the United States over a five-year period.
True
An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.
True
An interviewer would likely presume that an applicant is truly interested in the job if the applicant shares knowledge about the company, its products, and services.
True
Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive
True
As an applicant, if you look and dress like the people who already work at the company, the interviewer will be able to visualize you working there.
True
Because message expectations and social conventions differ among cultures, effective communicators adapt their strategies when communicating with various audiences.
True
Business writers normally use active voice more frequently than passive voice because active voice conveys ideas more vividly.
True
Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically.
True
For emphasis, one should place an idea in an independent clause; for de-emphasis, place an idea in a dependent clause.
True
Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.
True
Graphics should clarify, simplify, or reinforce the text discussion.
True
Grouping employees into a team structure does not guarantee they will function as a team.
True
In general, companies using video interviews agree that video interviews are excellent for screening applicants, while live interviews are appropriate for final interviews.
True
In successful teams, leadership is likely to be shared, which requires more direct and effective communication within the organization.
True
In the sentence "Even though your work was late, we completed the project on time," the negative information is in a de-emphasized position.
True
Increasingly, companies are designing application forms to be tests of the applicant's written communication skills.
True
Making a choice between an inductive outline or a deductive outline is as important in writing an email message or memorandum as in writing a letter.
True
Neutral messages contain content that is not likely to generate an emotional message from the receiver.
True
People communicate to satisfy needs in both their work lives and private lives.
True
Personalized form letters are a fast and efficient means to send frequently recurring messages that will likely result in a neutral or favorable reaction from the receiver.
True
Selection of the deductive or inductive method of organizing business messages depends on the probable reaction of the receiver to the message.
True
Stakeholders are those affected by decisions and can include people inside and outside the organization.
True
Telecommuting or "working from home" offers various advantages such as reduced travel time and increased work flexibility.
True
The extreme use of color, complicated symbols and art techniques, and unusual combinations of typefaces, should be avoided because they can distract and bury relevant data.
True
The first step in proofreading a document that you have word processed is to use the spell check.
True
The readability level of a passage is affected by the length of the sentences and difficulty of the words.
True
The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format.
True
To emphasize a word or an idea, position it first or last in a sentence, clause, paragraph, or document.
True
Upward communication from lower organizational levels to management involves risk since it is generally feedback to downward communication.
True
Using bias-free language permits the receiver to focus on your message rather than raising serious questions about your sensitivity.
True
When proofreading, reading a document from right to left is recommended because it helps the writer focus on individual words and spacing elements within the text.
True
While the sender of a message is responsible for effective encoding and the receiver for effective decoding, both have responsibility for addressing interferences.
True
Your initial direct outline should include an opening, a body, and a closing.
True
As a result of the changing demographics in your area, your company has decided to hire those previously declared "unemployable." Your task is to educate these people to do the job. Which of the following questions will help you MOST in solving the problem?
What type of skills do these new employees need to do their jobs?
Ben, a supervisor who works for you, does not understand why he does not often receive effective replies to his email messages. He asks you to review some messages he has sent over the past several weeks and to provide constructive criticism. What should you look for as you review his messages?
You should check to see if Ben is following email protocol. Here are suggestions for evaluating the message: 1. Is email the proper communication vehicle for Ben to use for his messages? 2. Are Ben's messages too long? Or does he appropriately limit each message to one idea? 3. Are his subject lines accurate and meaningful? If not, employees could be deleting his message without reading them. 4. Are the messages well organized? 5. Are the messages precise and clear? 6. Do recipients understand that a response is needed? 7. Is there a signature file at the end of the message? If not, do recipients of his messages know how to contact Ben other than through email if needed?
The STAR method refers to a
format to help the job applicant answer open-ended questions: situation or task, action, and result.
The interviewer typically forms an initial impression of the applicant
in the first few seconds of the interview.
If your research calls for counting the number of people entering two grocery stores, recording certain physical characteristics, and comparing those two sets of data, you would be conducting ____research.
observational
List at least five suggestions for choosing a writing style that results in a more effective formal report?
· Avoid first-person pronouns as a rule. · Use active voice. · Use tense consistently. · Avoid placing two headings consecutively without intervening text. · Use a variety of coherence techniques. · Use tabulations and enumerations. · Define terms carefully. · Check for variety.
