Business Communications Unit 3

Effective persuaders may choose from different organizational strategies to get the results they want. Which of the following is the most accurate statement about organizational patterns?

When you expect resistance or when you need to educate the receiver, use the indirect organizational pattern.

which of the following is a command disguised as a polite request?

Will you please send my order by USPS Priority Mail.

Which of the following is the best closing sentence for a message requesting information?

Your answers to these questions by April 30 will help us decide which product to purchase.

Corinne is writing a persuasive message to her staff and includes the opening sentence Your hard work in planning last month's trade show made it the most successful we have ever had. She is gaining her reader's attention by using what type of opening statement?

a compliment.

sheila is writing a persuasive message to potential customers and opens with this sentence You can Reduce your monthly energy bill by 30 percent or more. she is gaining the readers attention by using what type of opening statement?

a reader benefit

Because Maya knows that the most important part of an e-mail message is the subject line, she ________.

adjusts the subject line if the topic changes after repeated replies

which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

although i'm already booked the night of your dinner, i would be happy to speak to your organization sometime next year.

The closing paragraph of a bad-news message should include ________.

an alternative or compromise, resale or sales promotion information, and reference to an enclosed coupon, certificate, or other freebie.

which of the following statements about complaint messages is most accurate?

an effective complaint message makes a reasonable and valid request and presents a logical cause with clear facts.

will has decided to write a letter to a local law firm to ask about summer internship opportunities. what should he do first?

analyze the purpose of the letter and the reader

Memos are necessary for important internal messages that ________.

are too long for e-mail, demand formality, and inform employees who may not have access to e-mail.

potential risks for businesses that use social media include productivity loss, embarrassment if employees make damaging posts, and _______.

attracting the wrath of a huge internet audience.

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, and remember that smart businesses know that retaining a customer is far less costly than recruiting a new one.

what is the most accurate statement about instant messaging and texting on the job?

because instant messaging and text messages can be saved, don't say anything that could damage your reputation or that of your organization.

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 , and knows the reasons for the rejection

Which of the following is a similarity in e-mail messages and memos?

both generally close with action information, a summary of the message, or a closing thought.

What is the most accurate statement about keeping the indirect strategy ethical?

by delaying bad news, you soften the blow somewhat, as well as ensure that your reasoning will be read while the receiver is still receptive.

During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________.

clarity

Deadlines and action information should be placed in the ________ of a routine request message.

closing

colton has analyzed his purpose and his audience and has considered how he will adapt his message to meet his audience's needs. what should he do next according to the 3-x-3 writing process?

collect data and organize it.

Which of the following describes communication in today's digital age?

communicators are increasingly switching to mobile devices, messages are shorter and more frequent, and message response time is much speedier.

a phone call or face-to-face visit is a better channel choice that e-mail when you need to _______.

convey enthusiasm, warmth, or another emotion, smooth over disagreements, and provide context.

You should explain the reasons for a negative message except in job refusals and ________.

credit denials

one advantage of wikis is that they capitalize on _____, the practice of tapping into the knowledge of a large community to solve problems and complete assignments.

crowdsourcing

which of the following is the best advice during phase 1 of the writing process when delivering negative news?

delivering negative news in a letter on company stationery will be more impressive than in an e-mail.

Shondra has been asked by her supervisor to write a guide for effective e-mailing for new employees. Which of the following is she likely to include?

don't put anything in an e-mail that you wouldn't post on your office door.

A company must deliver bad news to hundreds of employees and wants to use digital media to do so. Which communication tool is acceptable?

e-mail, webcast and blogs

________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages.

empathy

which of the following is an effective way for persuasive writers and speakers to establish credibility with an audience?

establish their expertise.

which of the following should be the most effective statement in a letter refusing a local organization's request for a charitable donation?

even though our budget won't allow a contribution this year, we hope to be able to contribute next year.

Which of the following actions is unethical?

exaggerating a point, omitting something crucial, and providing deceptive emphasis

The body of a direct claim letter should ________.

explain the problem and justify your request

Anticipating future business is an effective way to ________ in the closing of an adjustment message.

express confidence that the problem has been resolved

On a website advertising its LSAT preparation classes, The Princeton Review includes this sentence: Since 1998, more than 99% of our surveyed students have said they would recommend Law Preview to entering law students. This persuasive technique relies on ________.

facts and statistics

The direct strategy should be used to communicate negative news when ________.

firmness is necessary

Nicole wants to ask her boss if she can telecommute two days a week, but she's afraid her boss will oppose her request. What should she do first in her written request?

gain attention.

The statement Did you know you can select five family members to enjoy free access to our newspaper with your online subscription? ________.

gains attention by asking a question that focuses on reader benefits

jeannie must deliver bad news to her staff in person, and she knows they'll be upset. what should jeannie do first to prepare for the meeting?

gather all relevant information.

The major differences between the direct and indirect strategies are whether you start with a buffer and ________.

how early you explain the reasons for the negative news

the best placement for a statement of bad news in a message is ________.

in a subordinate clause

Which of the following is not an effective persuasion technique?

incite fear.

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.

your response to a congratulatory note or other goodwill message _________.

is equivalent to saying You're welcome when someone has said Thank you.

Devon is welcoming a new customer to his company's accounting services. How should Devon contact this customer?

letter

In a recommendation letter, Nathan falsely accuses former employee Jacqueline of treating her supervisor disrespectfully. This action is considered to be ________.

libel

a strong motivator that encourages ethical behavior is business is the desire to ________.

maintain one's reputation and credibility

What is the most accurate statement about the use of blogs to provide up-to-date information to the press and the public?

many companies now use blogs for crowdsourcing promotions to connect with their customers and to generate buzz that they hope will go viral on the Internet.

To start your home water delivery service immediately, call us at 1-800-555-1111 is an example of ________.

motivating action

The key ingredient of a press release is ________.

news

Which of the following would be the best way to begin a persuasive claim or complaint letter?

open with an objective statement of the problem.

The most emphatic positions in a message are the _____.

opening and closing

To use digital media effectively and safely, you should avoid ________.

opening attachments sent by e-mail, downloading free software and utilities to company machines, and sharing files.

You're not sure how your reader will react to the bad news you will be delivering. What should you do?

organize the bad-news message using the indirect strategy.

what is the most accurate statement about podcasts?

podcasts are featured on media websites and company portals or shared on blogs and social networking sites.

________ establish rules of conduct to be followed within an organization.

policies and procedures

An advantage of business blogs is that they _____

potentially reach a far-flung vast audience

the most important information in a press release should be _________.

presented early.

Deciding whether to use the direct or indirect strategy and thinking through the reasons for the bad news are examples of ________.

prewriting

When writing a letter to a customer denying credit, you should have four goals. Which of the following is not one of these goals?

promising the customer that credit will be granted in the future.

Following up on bad news in writing is important to _________.

promote good relations, formally confirm follow-up procedures, and establish a record of the incident.

following up on bad news in writing is important to ________.

promote good relations, formally confirm follow-up procedures, and establish a record of the incident.

The first sentence of an information request is usually a(n) ________ or a polite command

question

In writing adjustment messages to customers, your goal should be to ________.

rectify a wrong, if one exists, regain the confidence of the customer, and promote future business.

The statement A Kodak all-in-one printer may cost a little more, but you'll pay far less for replacement ink than you will with other printers _________.

reduces resistance

Allison has used a bulleted list, ample amounts of white space, and headings in an e-mail message to her supervisor. In doing so, she is trying to ________.

save her supervisor's time.

aimee has discovered a production problem that will cause this month's shipments to be a few days late. Because her brazilian customers will need to know about this problem right away, aimee should __________.

send an e-mail message

The manager of a bookstore plans to use e-mail to send an online sales message announcing a special sale. What is the best advice to make this e-marketing campaign successful?

send the e-mail sales message only to those who have given permission.

Americans most commonly use their smartphones for _________.

sending and receiving text messages

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

sensitive

Byron has ended a sales message with the sentence Book your vacation by May 15 to receive a seventh night free. What technique is he using to motivate action?

setting a deadline.

Victoria had to write a letter to a job applicant telling him that he was not selected for a position. Because she really liked the applicant, she wrote in the rejection letter, "I thought you were our top candidate." What has Victoria done that might lead to legal difficulties?

she is guilty of the "good-guy syndrome."

Texting requires a SMS, which stands for ________.

short message service

E-mail is appropriate for ________.

short, informal messages that request information and respond to inquiries, messages to multiple receivers, and use as a cover document when sending longer attachments.

Adam is writing a proposal to the board of directors about an idea he has for a new product line. What should he do to best persuade the members to adopt his idea?

show how his proposal will increase company revenues.

Which of the following instructions is in the imperative (command) mood?

sign and date the agreement

For which of the following situations would a business letter be more appropriate than an e-mail message?

soliciting donations for a community charity event.

The indirect strategy should be used to communicate negative news when ________.

the bad news is personally upsetting

routine request and response messages should be written using _______.

the direct strategy

When you are writing to complain about something and you're worried that your reader might be reluctant to grant your claim, you should use ________.

the indirect strategy

The key to ethical communication lies in ________.

the motives of the sender

The most important part of a bad-news letter is ________.

the sections that explains the reasons for the bad news

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, and your goals.

Which of the following statements about electronic media is most accurate?

tweeting about how much you dislike your job could get you fired.

Your firm's policy is to respond to some of the comments your customers make on Facebook and Twitter. What should you do when responding to these comments?

use a friendly, upbeat, professional tone.

Most job refusal letters ________.

use the indirect strategy

Although the term podcasting has caught on, a more accurate term when it applies to video content is ________.

vcasting

messages providing instructions will be most relatable if you arrange the steps ________.

vertically using numbers

________ marketing refers to the rapid spread of messages online.

viral

It's a good idea to send a thank-you note ________.

when someone gives you a gift, when someone does a favor for you, and when you have been someone's guest.

effective persuaders may choose from different organizational strategies to get the results they want. which of the following is the most accurate statement about organizational patterns?

when you expect resistance or when you need to educate the receiver, use the indirect organizational pattern.

Popular, simple-to-use wiki hosting services are called ________.

wiki farms

Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to ________.

write a letter to someone in charge at the website where she booked her hotel.

what statement about delivering bad news within an organization is most accurate?

A tactful tone is useful when communicating bad news within organizations.

Which of the following sentences most effectively implies the refusal?

Although I'll be in Southeast Asia on business on the date of your annual conference, I could speak to members prior to that date.

Which of the following would be the most effective statement in a bad-news letter declining an invitation to speak to a professional organization?

Although I'm already booked the night of your dinner, I would be happy to speak to your organization sometime next year.

In which of the following sentences has the bad news been placed in a subordinate clause?

Although our wellness program must be discontinued, all other benefits will remain the same.

Which of the following sentences uses the passive voice to present the bad news?

Although the social media specialist position has been filled, we wish you well in your job search.

Deborah must deny a request made by one of her employees. The most effective statement in a bad-news message denying this request would be _______.

Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.

Which of the following is an example of proper texting etiquette?

Apply the same timing guidelines to sending and receiving text messages that you would for speaking on the phone (such as not during a meeting or when in a social setting)

which of the following subject lines is most effective?

Attend our Sales Meeting on January 30

what is the most effective strategy for controlling your e-mail inbox?

Check your e-mail at set times.

Which of the following situations would require indirect organization of a claim or complaint letter?

Chelsea's transmission failed two months after her car warranty expired.

What is the best advice for closing a bad-news letter?

Close with a forward-looking statement that assumes future business.

asking yourself whether what you have written is too blunt or too subtle is an example of _______ your message.

Evaluating

Which of the following sequences works best for most persuasive messages?

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

Gerald discovered that one of his employees has filed a fraudulent expense claim. What is the best advice for Gerald to deliver the bad news to this employee tactfully, professionally, and safely?

Gerald should prepare and rehearse what he will say.

A colleague has decided to write a negative online review of a restaurant she recently visited and has asked for your advice. What is the best advice you can give her?

Include positives as well as negatives in the review.

What is a benefit of instant messaging?

Instant messaging allows real-time communication with colleagues anywhere in the world, Instant messaging is a convenient alternative to the telephone, and Instant messaging allows people to share information immediately and make decisions quickly.

Katie makes an abusive statement about David. This language may be actionable if Katie's statement is false, if she sends the message by e-mail to another employee, and if ________.

Katie's statement is damaging to David's reputation.

What is the best advice for writing e-mail messages?

Make your e-mail messages easier to read and to comprehend by using bulleted and numbered lists and headings.

How do organizations use podcasts?

Organizations use podcasts for all of these purposes.

Which of the following is true about persuasion in the digital age?

Persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals.

which of the following is the best opening for a straightforward claim letter?

Please credit my Visa account for $36, the amount I was overcharged on November 8.

Which of the following is the most effective closing for an e-mail message?

Please send your time sheet to me by August 31 so that we can process your paycheck.

Which of the following messages moving downward from superiors to subordinates will most likely require persuasion?

Requesting that employees participate in a charity 5K run that takes place outside of work hours

Ashley has just been hired for her first full-time position and has been told that she can use social media on the job. What should she do to appear professional and to ensure that she keeps her job?

Share only information, images, and media online that she would be comfortable sharing opening in the office.

Heather wants to convince her supervisor to invest in new smartphones for the sales staff. What is the best thing Heather can do in her proposal?

Show how the smartphones will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales.

The best business writers do what in the opening paragraph of a routine request message?

State immediately why they are writing.

In which of the following situations is the writer being unethical?

Taylor writes an e-mail message focusing on a small perk offered in the new health coverage, but she deliberately de-emphasizes a reduction in total coverage.

which of the following is the best example of a situation justifying a straightforward claim?

The transmission in your car gave out within the warranty period, a shipment arrived two weeks after it was promised, and your credit card was billed twice for a purchase you made.

Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your advice. What should you tell him?

Use a commercial hosting site such as Blogger, Tumblr, or WordPress.

Michelle has just been appointed to a virtual team that will use a wiki to keep in touch, and she wants to be a valuable team participant and contributor to the wiki. What is the best advice you can give her?

Verify all facts before posting them to the wiki.

Which of the following is the best statement to include in a goodwill message?

Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.