Business Communication Final pt. 2

Which of the following actions is unethical? Exaggerating a point Omitting something crucial Providing deceptive emphasis All of these actions are unethical.

All of these actions are unethical

Many individuals and companies are willing to grant requests for time, money, information, cooperation, and special privileges for which of the following reasons? They see goodwill potential for themselves. They feel obligated to "give back." They see how others will benefit. All of these reasons apply.

All of these reasons apply

If you have agreed to speak to an audience with which you are unfamiliar, what is the best thing to do? Take your best guess as to who will be in your audience. Contact each audience member individually to try to get to know him or her before your presentation. Ask for the names of a half dozen people who will be in the audience and contact them. Plan the presentation based on what interests you the most.

Ask for the names of a half dozen people who will be in the audience and contact them.

What is a disadvantage of text messaging? Using text messaging on the job lowers productivity. Employees using free consumer-grade instant messaging systems might reveal privileged information and company records. Texting is a relatively high-cost substitute for voice calls. Text messaging is an indiscreet way of communicating.

Employees using free consumer-grade instant messaging systems might reveal privileged information and company records.

Which of the following sequences works best for most persuasive messages? Motivate action, gain attention, build interest, request order Gain attention, build interest, elicit desire and reduce resistance, motivate action Build interest, gain attention, motivate action, elicit desire and reduce resistance Gain attention, build interest, motivate action, request order

Gain attention, build interest, elicit desire and reduce resistance, motivate action

When promoting products and writing sales letters, which of the following is legal? Including a "puffery" statement such as We offer the best service in the industry Using a celebrity's name or likeness in a sales message without his or her permission Telling people they are sweepstakes winners or finalists when they really aren't All of these choices are legal.

Including a "puffery" statement such as We offer the best service in the industry

________ are visual representations of data or information. They can display complex information quickly and clearly and are easier to understand than written text. PDF files Digital slide decks Templates Infographics

Infographics

What is the primary difference between informational and analytical reports? Informational reports are prepared for internal audiences, and analytical reports are prepared for external audiences. Informational reports emphasize facts, and analytical reports emphasize reasoning and conclusions. Informational reports are always organized directly, and analytical reports are always organized indirectly. All of these choices are differences between informational and analytical reports.

Informational reports emphasize facts, and analytical reports emphasize reasoning and conclusions.

A "limited-time offer" is an example of which psychological trigger that influences people to act or believe? Commitment Social proof Scarcity Authority

Scarcity

Where should you place the main idea in a business letter that you expect to be received positively? The last sentence The closing paragraph The first sentence Midway through the body

The first sentence

Following up on bad news in writing is important to _________. promote good relations formally confirm follow-up procedures establish a record of the incident achieve all of these purposes

achieve all of these purposes

________ is the term referring to abusive language that may result in a lawsuit. Careless Actionable Legal Direct

actionable

When should you write the introduction to a business report? As your first step in writing the report After you have completed the report About halfway through The introduction can be effectively written at any point.

after you have completed the report

Which of the following would be considered courteous and responsible smart phone use in the workplace? Speak in low, conversational tones. Don't text while driving, cycling, or walking down the sidewalk. Don't check text or check e-mail messages on your phone during meetings and other face-to-face conversations. All of the above will help you be a courteous and respectful smart phone user.

all of the above will help you be courteous and respectful smart phone user

After conducting research, you must often ________ large amounts of data. simplify summarize classify all of these

all of these

Which of the following techniques can be used to gain and to keep your audience's attention during an oral presentation? Eye contact A quote A rhetorical question All of these

all of these

Which type of organization is dependent on proposals? Large profit-making organizations Smaller profit-making organizations Nonprofit organizations All of these

all of these

Reports submitted as digital slide decks ________. are heavier on text than bulleted presentation slides can be exported as PDF, HTML, or image files include visuals so are more inviting to read than dense pages of print text all of these are true.

all of these are true

A phone call or face-to-face visit is a better channel choice than e-mail when you need to ________. convey enthusiasm, warmth, or another emotion smooth over disagreements provide context All of these choices.

all of these choices

E-mail is appropriate for ________. short, informal messages that request information and respond to inquiries messages to multiple receivers use as a cover document when sending longer attachments all of these choices

all of these choices

The title page of a formal proposal should include ________. the name of the client organization the RFP number or other announcement the title of the proposal all of these choices

all of these choices

Whether to use the direct or indirect strategy in composing a bad-news message depends largely on ________. the situation the reaction you expect from the audience your goals all of these choices

all of these choices

The bad feelings associated with disappointing news can generally be reduced if the receiver ________. believes that the matter was treated seriously and fairly feels the news was revealed sensitively knows the reasons for the rejection All of these choices apply.

all of these choices apply

A grant proposal includes ________. a needs statement that explains a problem or situation that the grant project proposes to address an action plan that tells what will be done by whom and when a plan for measuring progress toward completion of the grant proposal's goal all of these components

all of these components

The closing paragraph of a bad-news message should include ________. an alternative or compromise resale or sales promotion information reference to an enclosed coupon, certificate, or other freebie any of these options, as appropriate

any of these options, as appropriate

When writing a claim letter to a company, you're more likely to be successful if you ________. appeal to the company's sense of responsibility and pride in its good name threaten to picket the company with signs describing your complaint mention the discussion you had with your attorney regarding this claim provide a long, fact-filled account of all your dealings with the company concerning the claim

appeal to the company's sense of responsibility and pride in its good name

Potential risks for businesses that use social media include productivity loss, embarrassment if employees make damaging posts, and ________. weakened recruiting efforts higher technical support costs attracting the wrath of a huge Internet audience losing older employees

attracting the wrath of a huge internet audience

The longest and most substantive section of a formal business report is the ________. executive summary introduction conclusion body

body

A neutral audience is likely to be ________. enthused about you and your topic calm and rational forced to be there and have short attention spans defensive and emotional

calm and rational

The introduction to an oral presentation should accomplish three goals: identify yourself and establish your credibility, preview your main points, and ________. ask for relevant audience questions capture your listeners' attention and get them involved use an accepted organizational pattern such as chronology or geography/space distribute all relevant handouts

capture your listeners' attention and get them involved

Reading an oral presentation directly from notes or slides ________. is an effective technique for beginning speakers is a good idea to ensure that everything is covered allows the speaker to use on-the-spot nonverbal feedback from the audience causes the audience to lose confidence in the speaker's expertise

causes the audience to lose confidence in the speaker's expertise

Recommendations should be phrased as ________. questions commands generalities quotations

commands

Organizations use blogs to develop relationships, build brands, and create virtual ________. communities sales products competition

communities

Because it is the most remembered part of a speech, you should spend sufficient time making the ________ as effective as possible. introduction body conclusion slides

conclusion

The most widely read portions of a report are generally the ________. table of contents and introduction conclusions and recommendations executive summary and letter of transmittal appendices and bibliography

conclusions and recommendations

You should create a slide or canvas only if it accomplishes what purpose? Generates interest in what you are saying and helps the audience follow your ideas Illustrates and simplifies complex ideas Highlights points you want your audience to remember Create a slide or canvas that accomplishes any of these purposes.

create a slide or canvas that accomplishes any of these purposes

You should explain the reasons for a negative message except in job refusals and ________. problems with customer orders credit denials refusals of routine workplace requests communication involving layoffs

credit denials

Introductions, transitions, and headings in reports provide important ________ to prevent readers from getting lost. topics data cues recommendations

cues

Business Source Premier (EBSCO) and Lexis Nexis Academic are examples of research ________. periodicals indexes databases reports

databases

Progress and interim reports ________. discuss the day-to-day operations of a company describe the status of continuing projects provide conclusions based on the data provided explain the benefits of a recommendation

describe the status of continuing projects

Trip, convention, and conference reports ________. help organizations know that their money was well spent in funding the travel inform management about new procedures, equipment, and laws supply information affecting products, operations, and service do all of these.

do all of these

Visual aids for intercultural presentations should ________. use more text on PowerPoint slides than for a presentation for native speakers be written in both English and the language of the audience not include numbers without projecting or writing them out for the audience to see do all of these

do all of these

When submitting a recommendation to your boss, you should ________. back up your suggestions with facts and evidence emphasize how your idea saves money or benefits the business state your suggestions confidently and fairly do all of these.

do all of these

Team members determine whether the document or presentation is fulfilling its purpose and meeting the needs of the audience while ________. collecting information organizing, writing, and revising editing, rehearsing, and evaluating planning the document or presentation

editing, rehearsing, and evaluating

The financial analysis section of a business plan should ________. be included only if you have an existing company omit exact dollar figures explain how much money you already have omit one-time expenses

explain how much you already have

The body of a direct claim letter should ________. offer a sincere compliment or point of agreement show that you are angry about the situation so that you will be taken seriously explain the problem and justify your request summarize your action request

explain the problem and justify your request

A business plan's mission statement ________. is optional must be written in eight or fewer words explains the purpose of a business and why it will succeed All of these statements about a business plan mission statement are correct

explains the purpose of a business and why it will succeed

Anticipating future business is an effective way to ________ in the closing of an adjustment message. ignore the customer's frustration meet your sales quotas express confidence that the problem has been resolved apologize sincerely

express confidence that the problem has been resolved

The ________ and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining the decision. PATRIOT Act Class Action Fairness Act Fair Credit Reporting Act Sarbanes-Oxley Act

fair credit reporting act

To avoid charges of discrimination or wrongful actions, legal advisors recommend that organizations write employment rejection letters that are ________. as specific as possible written using the direct strategy general, simple, and short form letters

genera, simple, and short

The major differences between the direct and indirect strategies are whether you start with a buffer and ________. whether you apologize whether you address the reader by name whether you accept blame for the bad news how early you explain the reasons for the negative news

how early you explain the reasons for the negative news

Benefits of corporate wikis include enhancing the reputation of expert contributors, making work flow more easily, and ________. avoiding the need for satellite offices reducing the need for collaboration rendering technical support unnecessary improving an organization's processes

improving an organization's processes

It's a good idea to send a thank-you note ________. when someone gives you a gift when someone does a favor for you when you have been someone's guest in each of these situations

in each of these situations

When incorporating a graphic in the body of your report, you should ________. use large amounts of color to improve readability manipulate the visual to make data look more dramatic include a reference to the graphic in the text assume that the reader will draw the same conclusions you did from the set of data

include a reference to the graphic in the text

When developing the tone for a claim letter, ________ . bear in mind that the person reading your message is seldom responsible for the problem state the facts of your claim logically, objectively, and unemotionally remember that smart businesses know that retaining a customer is far less costly than recruiting a new one keep all of these choices in mind

keep all of these choices in mind

One of the most effective strategies for reducing stage fright is to ________. memorize the presentation know the subject thoroughly have a complete "script" of the presentation handy for reference develop the ability to "wing it"

know the subject throughly

The conclusion of an oral presentation should accomplish three goals: summarize the main themes of the presentation, include a statement that allows you to leave the podium gracefully, and ________. preview your main points establish your credibility leave the audience with a specific and noteworthy take-away gain the audience's attention

leave the audience with a specific and noteworthy take-away

A strong motivator that encourages ethical behavior in business is the desire to ________. convince someone to change a belief or to perform an action make more money maintain one's reputation and credibility prompt expensive litigation

maintain one's reputation and credibility

When people say average, they usually intend to indicate the __________, or arithmetic average. mean mode median margin

mean

The key ingredient of a press release is ________. advertising research news company benefits

news

Generally, the length of a press release should be ________. one or two double-spaced pages half a single-spaced page a minimum of three double-spaced pages limited to one page and one paragraph

one or two double-spaced pages

The most emphatic positions in a message are the ________. opening and body body and closing body and attachments opening and closing

opening and closing

How do organizations use podcasts? Major news organizations and media outlets podcast radio and TV shows. Colleges and universities use podcasts to allow students to access instructors' lectures, interviews, sporting events, and other content. Businesses use podcasts to send audio and video messages to customers and to provide training to employees. Organizations use podcasts for all of these purposes.

organizations use podcasts for all of these purposes

Today, ________ of hiring managers use social media as part of their screening processes. about 25 percent about 50 percent about 75 percent over 90 percent

over 90 percent

Magazines, pamphlets, and journals are types of ________. periodicals primary research websites research databases

periodicals

The first sentence of an information request is usually a(n) ________ or a polite command. question explanation justification friendly greeting

question

The ________ section of a formal business report that makes precise suggestions for actions to solve the report problem. recommendations introduction conclusions body

recommendations

The purpose of a buffer statement in a negative message is to ________. ensure that the company avoids legal liability. reduce the reader's shock or pain related to the bad news. inform the reader of the reasons for the bad news. explain company policy regarding the bad-news message.

reduce the reader's shock or pain related to the bad news

Sources of primary information include ________. research databases periodicals and newspapers surveys and interviews information on the Web

research databases

The majority of your writing on the job will involve ________. negative messages routine, positive messages persuasive messages entertaining messages

routine, positive messages

Appearing in the introduction, the ________ of a formal business report clarifies the boundaries of the report and defines what will be included or excluded. scope significance background authorization

scope

An expanded statement of purpose for a study includes three additional factors. What are they? Scope, significance, and limitations Scope, conclusions, and recommendations Work plan, significance, and limitations Findings, conclusions, and recommendations

scope, significance, and limitations

________ data result from reading what others have experienced or observed and written down. primary secondary tertiary survey

secondary

Grant proposals aim to ________. sell products or services secure funding increase profits start new businesses

secure funding

Because customers are already upset, the language of adjustment messages should be particularly ________. adamant sensitive negative vague

sensitive

Texting requires a SMS, which stands for ________. simple message synchronization short message service systems messaging synchronization single mobility system

short message synchronization

When price is an obstacle, the most effective sales messages reduce resistance by ________. mentioning the price right away to show that you have nothing to hide showing the price in smaller units not mentioning the price at all sending your readers to your competitors' websites to compare prices

showing the price in smaller units

Avoiding pretentious, formal, or flowery language is the best way to ensure that your goodwill message is ________. selfless specific sincere short

sincere

The purpose of business reports is to convey information, answer questions, and ________. generate new business recruit employees solve problems start conversations

solve problems

The most important part of an e-mail message is its ________. conclusion opening greeting subject line body

subject line

Messages flowing downward such as information about procedures, equipment, or customer service generally use ________. the indirect strategy the direct strategy monetary bribes skillful appeals to indirect benefits

the direct strategy

The ________ of a formal business report contains the report title, the name of the person receiving the report, the author's name, and the date of submission. report cover title page table of contents executive summary

title page

Messages providing instructions will be most readable if you arrange the steps ________. in alphabetical order vertically using numbers beginning each with a noun phrase vertically using bullets

vertically using numbers

________ marketing refers to the rapid spread of messages online. Influential Buzz Viral Web 2.0

viral

To optimize professionalism when receiving telephone calls, which of the following should you do? When answering your telephone, identify yourself immediately. Use No at the beginning of a sentence when needed to get your point across clearly. When answering the phone for someone else, disclose where the person is and when he or she will return. Guarantee a return call when taking a message for someone else.

when answering your telephone, identify yourself immediately

A good ________ for a business research project includes a work schedule, research strategy, and statement of the problem. outline work plan introduction purpose statement

work plan