Business Communications
Which phrase is an example of a buzzword?
"think outside the box"
Dawd and Jenny are scheduled to meet at 3 p.m. to discuss an upcoming project. However, Dawd receives an emergency message from his boss and needs to reschedule his meeting with Jenny to 3:30. Which communication method should Dawd use to change his meeting time with Jenny?
Calling as it is more respectful.
Statements that can be relied on with a fair amount of certainty and can be observed objectively are known as
facts.
The three steps of the review process for business messages are conducting the FAIR test, proofreading, and
feedback
The format of a blog is most similar to that of a
journal.
Which step typically belongs in the reviewing process?
proofreading the document
Which step is typically included in the reviewing stage of developing an effective business message?
proofreading the message
The inductive approach to writing a business argument
provides the supporting reasons before the primary message.
Analyzing a business problem typically involves
uncovering relevant facts.
What is an advantage of having a team blog?
It is a place to post team updates, progress reports, discussions, timelines, goals, and announcements.
Which statement correctly describes the current state of instant messaging in the workplace?
It is a relatively new, undeveloped form of communication in the workplace, and attitudes toward it vary.
What is the primary advantage of using word processing software to compose important email messages?
It is better at reviewing text for typos and grammatical problems than email systems.
The less specific you are while writing your business messages, the greater the possibility that your readers will
When writers use long paragraphs in business messages, it
In an email, the most critical information should be placed
at the beginning of a message.
Jeremy's supervisor has asked him to revise a memo because his paragraphs are too long. How long should Jeremy's paragraphs be, on average, in his revision?
40 to 80 words
What is true of an e-interruption?
It distracts workers from immediate tasks and decreases productivity.
What is an advantage of using the FAIR test to review business documents?
It helps ensure that there are no logical errors in the message.
Why is active voice generally preferable for business messages?
It identifies the doer of an action.
The ________ Age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.
Social
Which suggestion should be followed to build a well-reasoned business position?
Use strong analogies.
To ensure the completeness of a business message, a writer should
be specific.
To keep his writing natural and engaging, Akira should avoid
buzzwords
One risk of social media use in companies is that it can
cause confusion over which communication channels to use.
People are most likely to process the information in a message quickly when writers
clearly identify the subject or doer.
User 1.0 is an individual who is most likely to
depend on a content creator and avoid expressing his or her own opinion.
The deductive approach is also known as the ________ approach.
direct
Which communication channel is low in richness but high in control?
The heavy volume of digital messages received on a daily basis makes it necessary for business professionals to perform the delicate task of balancing the
need to respond to others with their own need to focus on work.
What strategy involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response?
relaxation
When writers use long paragraphs in business messages, it
shows disrespect for the reader's time.
José asks you to evaluate his professional blog. Which aspects of his blog would you suggest that José change because it might damage his online reputation?
About one-half of his posts detail his accomplishments.
Which statement is a helpful guideline for forums?
Avoid complaining or blaming.
Which statement about navigational design will help improve the ease of reading?
Avoid formatting features that distract readers from the main message.
Which guideline should be followed to minimize e-interruptions?
Avoid unnecessarily lengthening an email chain.
Amy and Ricky are assigned to partner on a project, but they have never worked together before. Amy IMs Ricky, "Are you available to meet at four this afternoon?" Ricky replies, "Yep. CU then!" What advice would you give them about their communication styles?
Both should adjust their IM style slightly to be more like the other's.
Andrea's team has begun collaborating through an online forum. Which guideline should she follow?
Build on the ideas of others.
What should be a goal of a business communicator?
Express the message in a way that respects others.
While conducting the FAIR test, which question helps analyze the impact of a business message?
Have you thought about how the message will affect stakeholders?
Leo is the most active participant on his company's social networking platform, but his manager has an issue with one aspect of his posts. Which behavior is Leo's manager most likely to ask him to change?
He comments on everyone's posts with "Thanks, that's a great idea!"
Tatiana, who works at Collier Inc., has many Facebook friends. About half of her Facebook posts are company-related. She shows enthusiasm about new projects, expresses excitement about the company's public events, and frequently commends her colleagues. How is Tatiana's online presence likely to be perceived?
Her superiors will be pleased that she shows so much enthusiasm for Collier Inc.
What is the most likely impact of slanting facts?
It reduces the credibility of a business message.
Amira is preparing a report about a planned wave of layoffs at the plant where she works. She wants to use the inductive method. How should Amira structure the report?
Lay out the supporting reasons in careful order and then state the primary message.
While analyzing the advantages of orientation programs for new employees, Carson learns that these programs can make new employees more comfortable in their jobs and thus help them focus on their work. This, in turn, increases employee efficiency and reduces the likelihood that they will quit their jobs. Which statement should Carson avoid making to ensure he doesn't lower his credibility?
Orientation programs will stop new employees from quitting their jobs.
Which guideline should people who maintain professional blogs follow in order to be responsive to their readers?
Read the comments to learn reader concerns.
Which guideline is helpful when leading a group video call?
Send out instructions about how to use the technology in advance of the meeting.
Technology can change in a matter of months, while workplaces sometimes take decades to change
Social Media
Productivity at the Wisconsin branch of Big Box Manufacturing has decreased significantly over the last twelve months. Aaron, the branch manager, researches the problem and finds that many employees are spending significant time on social media while at work. He wants to construct a report for the company's leadership team, using the deductive approach. How should Aaron structure the report?
State the primary message, lay out supporting reasons, and conclude with a call to action.
Which statement correctly compares the rate that technology changes to the rate that workplaces change?
Technology can change in a matter of months, while workplaces sometimes take decades to change
While examining the pros and cons of introducing a smoking-cessation program for the employees of Lite Lead Manufacturing, Sujin does extensive research and learns that the pros far outnumber the cons. She decides to recommend that the company implement the program. Which statement will increase the positivity of her proposition?
The smoking cessation program would lead to reduced healthcare costs and employee sick days.
What is an advantage of using phone conversations as a communication channel?
They are better for building relationships than more recent technologies such as email.
Which statement is most likely to be true about excellent business writers?
They spend a significant amount of time reviewing their work.
Pedro is crafting a business message outlining several important sales results. Which guideline for navigational design should Pedro employ to improve the ease of reading for his colleagues?
Use bulleted lists.
For business documents, which guideline about headings helps improve the ease of reading?
Use headings for complex messages.
What is a feature of a social software system dashboard?
You can customize your dashboard to display selected features.
Electrum Electronics is planning its annual company sales meeting. The team in charge of the planning consists of members from several different offices. They need to have a conversation about creating the agenda for the sales meeting. Which communication channel should they use?
a conference call
What is most likely to be included as an attachment to an email?
a spreadsheet
Harrison, the head of the design department, wants to share new logos with the marketing team in another city. Which communication channel is best for Harrison to use?
a webinar
Which communication channel is synchronous and high in control?
a webinar
The "A" in the FAIR test stands for
access
Chelsea wants to get ahead in her career, so she has a professional blog. Which post is most likely to undermine her reputation?
an endorsement of a local political candidate for an upcoming election
To break out of the reputation of an inexperienced newcomer, you should
ask your boss for ideas about improving your professional reputation.
Katherine is developing a business message about a green initiative that her company is hoping to launch. In the process of creating the business message, she studies the background of the employees and considers their needs and priorities. This action belongs to which step of the AIM planning process?
audience analysis
One tip for building well-reasoned business positions is to
avoid faulty cause/effect claims.
Using diplomatic language is important because it
avoids implying an adversarial relationship.
What is most likely to have a negative impact on your readers' perceptions of your credibility?
being vague
When dealing with email, many business professionals consider the use of ________ a breach of privacy.
blind carbon copies
Diana is crafting an email to her team about a new project that needs to start right away. In order for her team to act immediately, Diana should ensure the message is
complete
Writers of business messages should avoid sentences that begin with "it is" or "there are" because they
contain more words than necessary.
Which situation would a company consider an unethical use of social media by its employees?
criticizing a supervisor by name after receiving a poor review
In his memo, Wes explains three functions of the new software he is recommending. What can Wes do to make this information easier to process and remember?
employ parallel language
What is the primary goal of blogs written for organizations and aimed at external audiences?
engaging in effective public relations
What is most likely to lower a person's credibility?
exaggeration of facts
When initiating a phone conference, you can show respect for your conversation partners' time by
explaining how long the meeting will take.
Marquis received an angry email from one of his colleagues about a mistake in a sales report. In an attempt to defuse the situation, Marquis is responding to the email by
focusing on task-related facts and issues.
Which step is typically included in the planning stage of writing an effective business message?
gathering the right information to address a business issue
What is the first component of a traditional press-release style public relations message?
headline
In the course of creating an effective business message, excellent business thinkers are most likely to
identify and articulate key questions and problems.
Traditionally, a blog contains entries by
just one or a few individuals.
Which action would a company consider an ethical use of social media by its employees?
letting friends on Twitter know about a publicly posted job opening
Naomi's social media posts send the meta message, "You can always count on me," showing that she is caring. In a professional sense, this suggests that Naomi has a reputation for being
loyal and committed.
Documents with a lot of text and not much white space
make a business message look cluttered.
The use of uncommon words in a business message is most likely to
make it more difficult for readers to interpret the message.
Which step is most likely to be included in the writing stage of developing an effective business message?
making the message clear and concise
The ________ effect means that recipients are more likely to perceive messages that are intended as neutral as negative.
negativity
Using emails for time-sensitive messages is an example of
passive incivility
What is the term for a unique set of professional skills and attributes?
personal brand
Kailyn works in the west coast branch of American Cable. Louis works in the east coast branch. They need to collaborate on a project. Which communication channel should they use?
phone or video calls
A corporate blog falls into the ________ domains.
professional and private
When stakeholders judge whether the communications and actions of an organization match their needs and interests, they are evaluating the organization's
reputation.
Which aspect of the FAIR test involves making sure the message considers the thoughts, feelings, and well-being of others?
respect
Reply email chains become especially confusing when
some recipients reply only to the sender and others reply to all.
The priorities of a message's targeted audience
tend to shift more often than values.
The use of what email function is most likely to contribute to email chains?
the forward feature
What are the two most common formats for public relations messages placed on a company blog?
the press release and the op-ed piece
Lizzo perceives that the writer respects the reader and feels concern about the content of the message. Lizzo's perception relates to the writer's
tone.
Improving ease of reading with natural style requires that the writer
use short and familiar words.
Lucia is writing a memo about a complex new software program her company is implementing. One way to ensure her business message is easier to read is to
use short sentences.
Sai works as a managing editor. It is very important to him to maintain the quality of his work. He has set a very high standard for his team. Sai's high ideals are referred to as
values
Which channel of communication is low in planning, used for team meetings, and a richer form of interacting than conference calls but typically requires more expensive equipment and careful scheduling?
videoconferences
Darnold is developing a business message that he hopes will convince his colleagues to keep common areas clean. He wants to focus on employees' shared efforts, interests, and problems. Which voice should Darnold use?
we-voice
