MCOM 320 Final
purposes of messages
First - all messages must inform Second - many messages must persuade Third - all messages should build relationships of trust
Difference between validity & reliability
First research standard in validity - research must measure what it purports to measure. (provides truth about research problems) - conclusions basid on solid facts and findings Reliability - research must be repeatable with consistent results
Which of the following strategies is not listed in WS4B as being an effective way to make an idea come alive in the reader's mind? - Using imagery - Following an agenda - Using metaphors - Telling stories
Following an agenda
Typography
Font, size, style, and alignment serif fonts - times new roman - are oftent preferred for body text because the serifs (the little finishing marks at the end of their strokes) make each letter more unique and easy to recognize (paragraphs) San serif fonts - such as Arial are sans (without) such distinguishing little flourishes. Often used for headings because they have a thicker stroke. (headings or titles) - usually only use two fonts throughout paper
Gant & pert charts
Gant charts - a horizontal bar chart that shows porjected completion times and actual completion times - developed in 1917 by henry l ganntt Pert charts - process diagrams and are sometimes preferred over Gantt charts for complex projects because they better reveal the project sequences, interrelationships, and critical paths - break down porjects into small phases, actions, and events - Pert charts can show much more information (can show projected times, pessimistic, realistic, and optimistic completion durations; sequentially dependent relationships; and cirtical paths
Which of the following types of non-verbal language is internationally safe? - Gesturing with an open palm. - Making the OK sign by forming a circle between the index finder and the thumb. - Giving someone a thumbs up. - Indicating the number two by holding up the first and second fingers.
Gesturing with an open palm.
Evaluating outlines (exclusion/absence test)
Given the title or heading of family, are all inappropriate items excluded? (if not delete inappropriate items or expand title)
Evaluating outlines (inclusion/presence test)
Given the title, heading, or parent of a family, are all appropriate items included? - if not add missing items
Which of the following statements is true? - Giving information in a creative or emphatic way can help people remember it. - The human brain has no natural preference for either visual or aural learning. - A well-designed chart or graph isn't any more effective than a simple, well-written paragraph. - People remember best what they encounter last in a message.
Giving information in a creative or emphatic way can help people remember it.
What does the acronym HATS stand for? Headings, Art, Typography, Spacing Headings, Art, Tone, Style Headings, Art, Typography, Style Headings, Art, Tone, Spacing
Headings, Art, Typography, and Spacing
Many long reports are bound so they canbe read like a book. T/F
True
PAR stories should always be tied back to core job requirements and key attributes. true false
True
Size
Normally use a 10-12 point type font - for an elderly audience perhaps 14 - for slideshows, increase font accordingly - larger sizes for different level headings
Reducing the space between the messenger and the audience will help make the presentation feel more conversational and comfortable. T/F
True
Social media has a very real benefit in the job-search process. True False
True
The cause is the origin; the symptom is the result. True False
True
The following example is a good title for a visual: "Figure 1: 2016 Worldwide Sales of Leadership Training Materials" True False
True
To be effective, all presentations must incorporate some type of hook. T/F
True
Twitter is an extremely valuable tool for personal branding, networking, and job search. - true - false
True
When reading silently, people typically read clusters of words without giving adequate attention to individual words. true false
True
Which of the following is not listed in WS4B as one of the ways to improve oral group brainstorming? - utilize the alpha sleep state - think of people (who) - think of external factors - think of opposites
utilize the alpha sleep state
Which type of graphic is scalable without loss of quality? photograph raster vector screenshot
vector
WS4B lists several ways people learn. Which of the following is not one of those ways? visual verbal kinesthetic auditory
verbal
What key factor influences whether to use a direct or indirect approach? - whether or not the message seeks to inform or persuade - whether or not the message appeals to the reader's attitudes and values - whether or not the message is based on emotion or logic
whether or not the message seeks to inform or persuade
Spacing
white space gives visual relief, prevents reader fatigue - one inch margin standard - one line of space between paragraphs and before and after tables and graphics
When is the best time to send an interview follow-up letter, according to WS4B? immediately after the interview—handing it to your interviewer as you leave is ideal. one week after an interview the same day you had the interview within a day or two following the interview
within a day or two following the interview
Which of the following elements is not included in the front matter of a long report? works cited cover letter executive summary title page
works cited
Alignment
Most business docs use left justified
Which of the following statements is an example of a transition? "Tomas was unable to attend our presentation today." "Tomas found three critical flaws is our sales process." "Tomas has compiled our sales numbers." "Tomas will now discuss our sales numbers."
"Tomas will now discuss our sales numbers."
Which of the following is a strategy of reflective (active) listening? - Analyze what you're hearing and anticipate your next response. - Don't take notes; it can be a distraction. - After listening, paraphrase what you think the speaker said; i.e., check for your own understanding of their words. - Interrupt the speaker when you think you understand his or her main point.
- After listening, paraphrase what you think the speaker said; i.e., check for your own understanding of their words.
bar and line chart guidelines
- Arrange bars in best sequence from high to low - consider using data labels - use a legend when you have more than one data series - include titles for X and Y axes for clarification - fourth - generally avoid placing red and green bars beside each other, because colo blind readers can't tell a difference - generally two dimentional charts - - don't distort images to your advange
Identify which of the following is not an element of planning for effective meetings. - Prepare an effective agenda. - Notify meeting participants. - Arrange an appropriate meeting location. - Pay attention to three parallel tracks of activity: task, procedure, and relationship.
- Pay attention to three parallel tracks of activity: task, procedure, and relationship.
Which of the following is not a characteristic of an effective team? - Opposing ideas are encouraged. - Team decisions are made by majority vote. - All members of the team are expected and welcome to participate. - Team decisions are finalized only when everyone can support the outcome.
- Team decisions are made by majority vote.
What are three of the guidelines you should always follow when writing to people for whom English is a second language? - Use advanced vocabulary and sentence structure; use the active voice; use words consistently. - Use simple, concrete words; use the passive voice; use a variety of synonymous words. - Use a variety of paragraph lengths (long and short); use question marks and ampersands; use abbreviations. - Use concrete words; use simple sentence structures; use the active voice.
- Use concrete words; use simple sentence structures; use the active voice.
Guidelines for appropriate business etiquette
- be on time for social gatherings - be courteous - thank others whenever they do something for you - avoid phone interruptions in meetings and other social gatherings - avoid using computers and other electronic devices when they will have a negative effect on others
Guidelines for managing questions/time
- i'd now be happy to answer any questions you have - 1. make sure everyone has heard the question 2. involve everyone in your answer 3. answer each question clearly and concisely 4. if you don't know the answer, admit it and tell the questioner you will find the information and call him or her with the answer 5. As appropriate, use visuals to support your answers - give closing to reiterate your main message
nonverbal messages
- maintain good eye contact - gesture with energy (above waste line, match content) - dress appropriately (avoid faddish clothing) - use floor space effectively ( move out towards audience so you don't appear too distant)
Ways to open a presentation
- use a creative opening hook - a shocking stat or trend - a rhetorical question - humor - an attention-grabbing object or visual - a short, memorable saying or quotation - an interesting story - an example related to topic - a problem frequently encountered by the audience - a captivating video clip
Order to list resume information
1. create a heading that lists your name, address, telephone numbers, and email address 2. create a professional summary, skills, or stregths section 3. list your education and experience, with the more impressive section first 4. have one of more additonal sections to focus on awards, special achievements, volunteer service, or other relevant information - keep resume to one page!
Order of Proposals
1. general statement of what you propoe to do 2. description and discussion of the problem 3. detailed discussion of your proposal 4. benefits 5. time schedule 6. statement of costs 7. your qualifications 8. conclusion and action statement 9. appendixes
Match the purpose and title (listed below) of each part of a cover letter. 1. ask for an interview 2. explain the purpose for your communication 3. explain how your education, experience, and attributes qualify for employment
1. last paragraph 2. opening paragraph 3. middle paragraph
Refer to figure 10.3 in WS4B to answer this question: How many heading levels does the report in figure 10.3 have?
3
Problem Solving & Divergent vs. convergent thinking
3 general steps in problem solving - diagnose the problem - develop a solution - implement the solution Divergent vs. Convergent thinking - initial phase of braistorming fosters divergent thinking (diverse thinking), the decision making phase brings about convergent thinking (moving toward one point and unifying the group thinking)
According to WS4B, which of the following is not one of the three main ways to strengthen content? (Select all that apply.) A. Write conservatively. B. Compose effective paragraphs. C. Use headings. D. Avoid logic fallacies.
A & C
What are some of the reasons for or benefits of applying HATS to your writing? (Select all that apply.) A. HATS promotes a clearer, more professional writing tone. B. Documents with too many text-only pages give a negative first impression. C. Research concludes that undifferentiated text is less effective than text with HATS applied. D. Few people enjoy reading pages of written analysis with no graphic relief.
A & D
What is one advantage of using a working title when building a message? - A working title makes it easy for you to wander away from your specific purpose as you write. - A working title acts as a hook to catch readers' interest. - A working title helps keep your mind focused while you write. - A working title lets your reader know what you want to communicate.
A working title helps keep your mind focused while you write.
Which of the following items represent the three general composition steps? (Select all that apply.) A. Strengthen the content. B. Follow an appropriate pattern. C. Plan your message. D. Clarify your purpose.
A, B, & D
According to WS4B, what are three problems that can result if you send messages with errors or other weaknesses? (Select all that apply.) A. improper conclusions (reader's) B. damaged credibility C. wasted time (reader's) D. negative self-image
A, B, &C
Why is it important to make sure your writing is always well polished? (Select all that apply.) A. Well-written documents demonstrate that you value your audience's time and perceptions. B. It's not; I don't really care. C. Good writing will help you brand yourself as credible, professional, and detail oriented. D. Your writing reflects you and your personal brand.
A, C, D
Evaluate the following paragraph and select all the problems that apply to it. Kerry's work has been a problem ever since he was hired. I have talked with him on three different occasions about the need to improve, but nothing has happened. I plan to let him go on July 11. His work affects at least a dozen other employees. His performance record and my notes are attached. A. Coherence B. Unity C. Organization D. Length E. Development
A, C, E
Which of the following is not a necessary element of good table manners? - After the meal, refold your napkin and place it on the table. - For multiple utensils, generally use those farthest from the plate and then work inward as the meal progresses. - In self-serve buffet settings, take smaller portions initially. - Always remember to leave a tip for and express thanks to servers
After the meal, refold your napkin and place it on the table.
Which of the following statements is true regarding the adequacy of headings? A. All documents should have an adequate number of headings to serve as navigation signposts. B. Longer documents should incorporate adequate use of headings. C. Headings are most adequate when placed two lines above the paragraph/content. D. Short documents should not incorporate headings.
All documents should have an adequate number of headings to serve as navigation signposts.
According to WS4B, which of the following guidelines should interviewers follow to conduct effective job interviews? (Select all that apply.) - Prepare interview questions in advance.check - Avoid illegal questions pertaining to a person's age, race, gender, etc.check - Start out with a brief warm-up phase to put the interviewee at ease. - Take good notes and record your impressions during or immediately after the interview.
All of the above
Why is avoiding the common pitfalls of being self-serving or short-sighted important? (Select all that apply.) - Being self-serving or shortsighted can foster non sequitur arguments. - Being self-serving or shortsighted can destroy companies. - Being self-serving or shortsighted can ruin careers. - Being self-serving or shortsighted can damage credibility.
All of the above
Unity
All sentences should relate to the same topic - paragraph should be about what is introduced in the opening sentence.
Evaluating outlines (language or wording test)
Are the items in the family grammatically parallel? if not, change the wording to achieve parallelism. Test 5 only is important if the items are used as headings in the final text. If they are not, you may skip this test.
Which of the following actions falls under the procedure meeting track? - Validate a comment. - Assign a speaking sequence. - Define a problem. - Develop an implementation strategy.
Assign a speaking sequence.
According to WS4B, what are the advantages of using an agenda in your writing? (Select all that apply.) A. Agendas have no advantages; they interrupt the flow of communication. B. Agendas serve as bridges, or transitions, to subsequent text. C. Agendas act as a preview or map of the body message. D. Agendas commit the writer to only writing about specific points.
B & C
According to WS4B, which two pieces of information should you provide someone who agrees to write a letter of recommendation for you? (Select all that apply.) A. to your social media profiles B. job description of the position for which you're applyinga C. persuasive letter addressing why you want to get the job D. list of your qualifications that make you a good fit for the job
B & C
What are the two aspects of headings? (Select all that apply.) A. arrangement B. adequacy C. hierarchy D. headings
B & C
According to WS4B, what are the three techniques writers can use to improve the accuracy of their work? (Select all that apply.) A. Use spell check to catch small, routine errors and typos. B. Read the document out loud meaningfully to concentrate on each word. C. Have multiple reviewers read the document. D. Use a ruler or piece of paper to cover the text below the line you're reading.
B, C, & D
According to WS4B, what types of information can be included in the opening of a message? (Select all that apply.) A. summary of main points and conclusions made in the message B. background information about the topic C. statement of authorization D. justification or reason for the text
B, C, D
Which of the following is not one of the nine tips for a successful job interview listed in WS4B? Be sensitive to appearance and body language (both yours and the interviewer's). Be as talkative as possible so the interviewer can get all necessary information. Be honest; don't pretend to be something you're not.closeIncorrect Be prepared to answer surprise questions.
Be as talkative as possible so the interviewer can get all necessary information.
CLOUD
Begin by checking the organization Coherance Length Organization Unity Development
Organization
Body paragraphs written in direct, top-down sequence, with the second and succeeding sentences developing or supporting the topic introduced in first sentence. Sometimes summary sentence.
All business presentations should follow a direct approach. T/F
False - bad news messages should be indirect
Types of Clauses
Clause - a group of related words with a suject and a verb. - independent - can stand along - conveys complete idea (main clauses) - dependent - an idea that cannot stand alone; it depends on an independent clause to complete its meaning (subordinate clauses) - embedded - a minor clause used within an independent or dependent clause
Which of the following are part of the four Cs? (Select all that apply.) clear concise complete coherent
Clear & Complete
Which of the following statements is true regarding closing a message? - Closings should refer to agenda elements in a new way. - Summarizing is the most effective strategy for closing a message. - Even short, routine messages require a comprehensive, lengthy closing. - Closings can reaffirm the main thrust of the message.
Closings can reaffirm the main thrust of the message.
Which of the following is not listed in WS4B as one of the steps in Phase I of creating reports? Determine the specific need or purpose. Decide on research methods and procedures. Draw conclusion and develop recommendations. Compose the report. Examine and analyze the research.
Compose the report.
Which of the following is not one of the six guidelines that can help improve collaborative-writing projects? - Establish deadlines. - Develop a style guide. - Create a simple outline. - Assign tasks based on each individual's strengths.
Create a simple outline.
Parts of a decision matrix
Criteria (focus on how well or how much) - can be quantiative or qualitivative Weight (scale of 10 to 1) Alternatives (ideas from the braistorm list)
Which of the following is not one of the three general steps WS4B lists for problem solving? Develop a solution. Diagnose the problem. Implement the solution. Develop the proposal.
Develop the proposal
Aristotle's rhetorical strategies (Direct/Indirect approach)
Direct/Indirect approach - Direct - give main point of message at the beginning, followed by details. (key points first, reasons after) Indirect - you give details first, followed by the main point of message (direct approach for good news). Indirect for conveying bad news or persuasive messages (reasons first, key point after)
Creating visual aids & Guidelines
Direction - place directional photos so the direction of the movement is toward the middle of the page number - people prefer odd numbers, less people in photo - three to five (fewer things better than many) Shape, Size, and color
Evaluate the following paragraph and identify its primary problem.Many businesses are recognizing the importance of having employee fitness programs. Often a fitness trainer is hired, either full or part time. Obesity is becoming a major issue in our country. Many people are unhappy and unfulfilled at work, and this leads to high levels of turnover in some industries. Having a good fit between a person's talents and interests is important in long-term employee satisfaction. - Create a single topic sentence. - Develop the key ideas in more detail. - Use an indirect approach. - Divide the paragraph into two.
Divide the paragraph into two
Which of the following questions would typically be considered illegal for an interviewer to ask? How much experience have you had with project management? Do you speak Spanish? Do you have children who are currently attending school? Tell me about a time when you had to deal with a difficult coworker.
Do you have children who are currently attending school?
Elements to review and order to review them
Docs - Level 1 - Review the Design - make sure document format follow generally accepted standards. HATS. Level 2 - Review the organizaton - check organization of major information blocks (Skim entire document rather than getting heavily involved at the sentence level) Indirect vs. Direct approach, look at structure and sequence. OABC structure Level 3 - Review the Content - analyzing, evaluating, and refining the content. four c's - is it clear, complete, correct, and compelling? Level 4 - Review the sentences - in depth review of sentence details. Read document out loud, have multiple reviewers review the document SPELL - structure, punctuation, errors, language, and length
Which of the following is not one of the five major guidelines for handling Q&A sessions during a presentation? Involve everyone in the answer. Use visuals to support answers, as appropriate. Make sure everyone has heard the question. Don't admit when you don't know the answer.
Don't admit when you don't know the answer.
Coherance
Each succeding thought in a paragraph should flow logically from the thought that precedes it. Setence 1 should lead logically to 2 etc... show relationships among ideas with appropriate transition words
During a presentation, you should distribute the handout at the beginning of the presentation. T/F
False - could be any time - whatever time is most relevant and effective for audience
Rehearse a presentation at least twice. T/F
False - should be 3 times
Communication in teams - elements of ineffective teams
Effective teams - All members participate*. Opposing ideas are welcomed and encouraged. participants should listen to eachother carefully. -people are honest, open and truthful. no gossip. everyone buy into solution* Ineffective teams - the most assertive, fastest thinking, and loudest members get all speaking time. opposing ideas are unwanted conflict. people are disrespectful and interrupt eachother. people are close, guarded and distrustful. - gossip. Decisions are finalized by a few not the majority. Collaborative writing & meetings
A decision table does not need to be introduced before it is inserted into a report. True False
False
Both short and long reports should include an executive summary.T/F
False
Evaluating a document for appropriate use of HATS is the first element of evaluation and revision you should complete. true false
False
HATS design
Headings, art, typography, and spacing Headings - enhance information access, write text as if no headings are being used. long doc - table of contents. Adequacy & hierarchy - all docs including emails, memos & letters should have an adequate number of heads to serve as navigation signposts Hierarchy - longer docs - headings should reveal the information structure - major headings - arial, centered, bold, all capitals, 16 pt. - second level headings (arial, side, bold, initial captials, 14 point) - third level heading (times new roman, side, bold, italic, 12 point) - topic, statement, and question headings
Hyphenated adjectives
Hyphenate compound adjectives when they precede a noun or pronoun . A compound adjective is two or more modifiers that act jointly as one modifier. - ex. up-to-date report not is this report up-to-date? no hypens needed if modifier follows the noun - ex. small-business managers (businesses are small not managers) - we used six- and eight-foot ladders (floating adjective needed to show connection between six and foot) - hypens are not needed after ly ending words (ly indicated adverb modifies next word) ex. that was a carefully calculated strategy
Length
If a paragraph looks too long when you first look at it, it probably is (six to seven lines for memos, letters, and emails) 9-10 for reports
Number Usage
In general spell out single digit number (one through nine); write as numerals everything larger than nine. - Always spell out numbers that begin sentences - Use numerals in dates, addresses, percentages, and page references (page 5, March 3, 3rd of March, 3.5 percent (spell out percent) - Use numerals to express time when a.m. or p.m. is used. Spell hour in full when o'clock is used. Don't use colon and zeros in full hours unless in same text with partial hours - use numbers consistently for mixed numbers in the same category (if largest number is more than 10 - express all numbers in numberals. Spell out the smaller number of two categories when numbers occure side by side - write money amounts as numerals - for large numbers use a combination or words and numerals (7.2 million) - Use numerals to express decimals and whole numbers with fractions; spell out and hyphenate fractions that stand alone
Active/Passive Voice
In most cases, prefer the use of active-voice verbs - Active voice - a clause in which the actor is the subject of the sentence. Ex - Julie drove the car - Passive voice - a clause in which the object of the action is the subject of the sentence (ex - the car was driven by Julie (note: passive voice always requires an extra verb ex. was driven)
WS4B gives several guidelines for using art or visuals. Which of the following is an incorrect guideline? - Develop a descriptive title for each visual. - Number visuals consecutively. - Use appropriate legends and call-outs to ensure good understanding. - Include as much detail as possible in a graphic.
Include as much detail as possible in a graphic.
Which social media platform is most geared towards finding jobs? Google+ Twitter Facebook LinkedIn
Aristotle's rhetorical strategies (head/heart appeals)
Logos strategy - targets the logical, rational, domain of the reader. Support your arguments with solid reasons and evidence, along ith any other appropriate analyses, explanations, comparisons, and details (logic & reasoning) Heart - pathos strategy - will support your arguments with information that touches the audience's basic human emotions, such as happiness, sadness, pride of accomplishment, or frustrations (telling a story) (emotion & empathy)
Development
Main idea should be adequately developed and supported in paragraph - e.g. explanation, stories, quotes
OABC
Opening, Agenda, Body, Conclusion
Which of the following birds is considered wise in the US but stupid in China?
Owl
Brainstorming
Personal & Group brainstorming - process to come up with creative solutions - understand, incubate, develop, refine - group brainstorming - think of people, think of location, think opposites, etc...
PAR Stories
Problem, action, result - begin with a problem or situation - tell the action you took - tell the results
When diagnosing a problem, information can be quantitative or qualitative. For each of the following examples, identify whether they are quantitative or qualitative.
Qualitative - lack of budget planning, declining employee morale, outdated software, spending money on questionable purchases Quantitative - slow manufacturing process, slow customer response time, declining sales revenue
Which of the following statements is true regarding question headings? - Question headings are effective in conveying useful information, even if the audience doesn't read the subsequent text. - Question headings should be avoided and replaced with statement headings when revising documents. - Question headings are useful in guiding readers who are searching for answers to specific questions. - Question headings are the most commonly used form of headings.
Question headings are useful in guiding readers who are searching for answers to specific questions.
Recommendations, conclusions, & findings
Recommendations - action oriented suggestions based on research analyses Conclusions - observations made after analysis of raw data findings - raw data gathered from research
What is the most effective way to check the overall organization of major information blocks in a message? Glance briefly at the page. Analyze the contents of each sentence. Skim the entire document. Read the first and last paragraphs of the document.
Skim the entire document.
In a chronological resume, how do you determine whether to list your education or experience first? - Start with the most recent (reverse chronological). - Start with the least recent (chronological). - Experience should always be listed before education. - Start with the most impressive (strategic).
Start with the most impressive (strategic).
Correct/incorrect use of sentence guidelines
Subject - use strong, clear subjects, generally avoiding "it and "there" as subjects Verb - Remember two V's - vicinity and voice. Place each verb close to its subject. Use active voice, rather than passive, unless you have a good reason for it Complement - Make sure the remainder of the complement is clear and easy to follow - avoid sentence cluster by too many add on phrases. Make sure all relative pronouns have clear references. Place all modifying words close to those they modify, and ensure parallelism.
Semicolons
Super comma - more powerful than a lowly comma - use a semicolon to divide two independent clauses not joined by a coordinating conjunction (ex. Last year was our worst year since 1989; next year will be much better) - can use comma is conjunction is used - Use a semicolon before a conjunctive adverb that joins two independent clauses (ex. thus, hence, and however (only used with two independent clauses) - if necessary to prevent confusion, a semicolon may be inserted to divide parallel sentence elements that have commas (between items in a series or sentence division) - use a semicolon before e.g. and i.e. when no other punctuation is used to set off
Which of the following statements is true regarding tables? - The shape of tables isn't all that important. - Tables should fit on one page whenever possible. - The order of data in rows and columns is arbitrary. - Leaving empty cells in tables is fine.
Tables should fit on one page whenever possible.
Distinction between symptoms, causes & effect
The cause is the origin; the symptom is the result (many people try to fix the symptoms, only to find that they reappear because the cause is still present. only if you fix the problem will the effect (symptom) disappear.
What is the first element of design you should review when revising a document? The document appropriately applies DOCS. The document effectively uses headings. The document effectively uses HATS. The document follows generally accepted formatting standards for its type.
The document follows generally accepted formatting standards for its type.
Outlining/different types of outlines
Top down outlining - traditional outline, tree structure, and mind map(includes cirecles and lines) Traditional outline - list main categories and then supporting elements beneath them Tree diagram - like an organizational chart Bottom up outlining - creating an unorganized list (free list), then categorizing the information, and sequencing the categories
Decision tables can be used to illustrate the results of both factor-by-alternative and alternative-by-factor analyses. true false
True
Factor-by-alternative evaluations compare performance of each alternative according to different decision factors. True False
True
One of the sections of both indirect and direct proposals is benefits, also referred to as deliverables. Which of the following statements would best introduce a list of deliverables or benefits? - Complaints-analysis projects are conducted in four major phases, with typical duration times as specified in the following chart: - The four highly trained specialists who, assisted by additional support staff, work on all of our complaints-management projects are: - Our team of specialists will work with your organization as follows: - Upon completing the project, we will present to the management of FlyHigh Airlines written and oral reports containing:
Upon completing the project, we will present to the management of FlyHigh Airlines written and oral reports containing:
Active voice
Use active voice in most situations, especially when you want to emphasize the actor and de-emphasize the action. ex. My secretary purchased an airline ticket (secretary is actor and subject or clause)
Which of the following strategies is not listed in the online content about paragraphs as a key guideline for creating effective paragraphs? - Ensure paragraphs have three or more carefully crafted sentences (see the online information about sentences). - Use a clear, focused topic sentence. - Use appropriate transitions to connect ideas to one another within a paragraph. - Use repetition to state the same idea in two different sentences written in two different ways.
Use repetition to state the same idea in two different sentences written in two different ways.
Passive voice
Use when you want to de-emphasize the actor or emphasize the action. ex. An airline ticket was purchased by my secretary (The airline ticket is the object of the action but is the subject of the clause)
According to WS4B, which of the following is one of the major advantages of using OABC structure in your writing? A. Using OABC commits the writer to including only pertinent information in the message. B. Using OABC guarantees your message will be concise. C. Using OABC guarantees your message will be clear. D. Using OABC keeps your reader connected with the message.
Using OABC keeps your reader connected with the message.
When preparing a presentation, which of the following is not one of the 5W2H information you should develop? When is the meeting, and when should you arrive? "Prepare the Message." Where is the meeting, where should you stay if travel is involved, and where are the charts and the podium located? What you should wear. Who will attend, who will introduce, and who else will speak?
What you should wear.
Aristotle's rhetorical strategies (positive/negative appeals)
When you are trying to persuade someone to take a certain action - positive approach - focuses on benefits to be gained, whether tangible or intangible (what you'll gain) - negative approach - focuses on what the person might lose, such as receiving a costly fine for violation of the law (what you'll lose)
According to WS4B, which of the following is not considered an illegal question for an interviewer to ask? In other words, which of the following questions is perfectly legitimate and defensible for an interviewer to ask? Do you have any children? What does your spouse or partner do for a living? I notice you listed volunteer experience with the LDS Church on your resume; are you LDS? Why did you leave your last job?
Why did you leave your last job?
Which of the choices listed below would be the best option to display the number of cars for three different models sold in each quarter of the past year? - a bar chart - a table - a line chart - a pie chart
a bar chart
When applying design treatments to visual aids, the main item's placement is referred to as the "front door," which means that this item is an image of a door. a focal point. graphically rich. a key theme.
a focal point
According to the textbook, what element do you need to include in every slide to help the audience know where you are in your overall presentation? a slide number a running agenda a graphic a title
a running agenda
sequencing
after classifying information in a bottom up outline - arrange info into an appropriate sequence (can be used as an outline) Chronological - stationary, unmoving info Non-chronological - category order, quantitative order, spatial order, or comparative order
Evaluating outlines (hierarchy or horizontal test)
are items parallel in the correct generation (if not shift non parallel items to appropriate level)
Evaluating outlines (sequence or vertical test)
are the items in the appropriate sequence? Determine whether the family is a noun or a verb type and then decide which sequence is most appropriate for each family (make decision from perspective of audience.
Generally speaking, which of the four elements of HATS is least likely to be used in a cover letter? headings art typography spacing
art
Which of the following is not one of the three basic processes that could be included in the body of a persuasive message? - evaluation - synthesis - analysis - association
association
According to WS4B, PAR stories are most effective for responding to which type of interview question? closed probing behavioral open
behavioral
Paraphrasing
occurse when you substitute your own words for the words used in others' unique material
Types of interview questions
behavioral questions - open question that asks candidate how they acted in a certain situation personal characteristics, experience, relationships, education, career plans, knowledge about the company, problem solving ability,
Style
bold & italic
When gesturing, which of the following should the messenger not do? bring hands above the waistline to convey more energy and be seen drop hands by the sides in a neutral position clasp hands in front of body match gestures to the content
clasp hands in front of body
Evaluate the following paragraph and identify which element of CLOUD it lacks.I recognize that Collins cannot thrive on baby food alone. Since we already control 73% of the market, further gains will be difficult. Also, the current baby boom is slowing. We must expand our product line. - organization - length - coherence - development
coherence
Which of the following is one of the five factors of paragraph revision? content conciseness coherence clarity
coherence
In which part of a short decision report would you find detailed analyses of critical factors? comparative evaluation conclusion and recommendation critical factors opening or agenda
comparative evaluation
According to the discussion material for this lesson, how should statements in your resume be worded? - sentences with impressive, academic-style word choice - paragraphs of descriptive content for each job - concise, action-oriented, and highly descriptive clauses and phrases; not full sentences - full sentences with vivid adjectives
concise, action-oriented, and highly descriptive clauses and phrases; not full sentences
The long report consists of at least five sections, as listed in WS4B. Which of the sections below follows the Analysis section? Conclusions Procedures Purpose and Major Recommendations Recommendations
conclusions
Elements of networking
consider all events or gatherings as an opportunity to network - work on your conversation skills - don't be bashful - greet people and then introduce yourself - exchange business cards with others so you will have appropriate contact information - when socializing in large groups, don't stay with one person or group too long - use appropriate online media
When evaluating the content of a message, at which revision level would you ask yourself, "Are all sources properly cited?" coherent correct clear concise
correct
Decision tables should list criteria in which order? - ascending - descending - alphabetical - chronological
descending
Decision tables should be arranged in what order?
descending (greatest to lowert weights)
What are the four levels of DOCS as listed in WS4B? design, organization, content, and style/sentences design, opening, content, and style design, organization, context, and style/sentences design, opening, content, and style/sentences
design, organization, content, and style/sentences
Which of the following is not one of the four basic management functions? developing leading monitoring planning
developing
According to WS4B, an effective recommendation letter should follow what approach? concise moderately Indirect indirect direct
direct
Comma usage
divides & replaces (divides dependent caluse from the main clause. Can replace a word. - use a comma to divide main clauses joined by a coordinating conjunction (for, and, nor, but, or, yet, so) - no comma needed between the two verb phrases - place a comma after many introductory elements, such as dependent caluses, introductory phrases, and transitional words, and whereever confusion may occur (after, before, nevertheless) - use a comma to divide all items in a series - use to divide adjacent adjectives that could be divided with the word and or could be reversed without changing the meaning - use a comma to divide nonessential, or interrupting, sentence elements from essential sentence elements - insert commas before and after the year when the month, day, and year are given. not with partial date. - use commas to divide elements of an address - use commas where they are needed for clarification
The following statement is an example of which kind of fallacy?If we don't raise taxes, Social Security will go bankrupt. - slippery slope - false causality - either/or thinking - false analogy
either/or thinking
According to the example provided in WS4B, which of the following is not one of the main sections included in a short decision report? comparative evaluation conclusion and recommendation executive summary critical factors
executive summary
According to the example in WS4B, what two section headings should be included in a cover letter? objective and education education and transferable skills experience and education objective and experience
experience and education
Which of the following channels has the greatest message richness? - paper correspondence - telephone - email - face-to-face
face-to-face
In a chronological resume, which section might you use to replace a weak objective section? experience service education summary
summary
Decision tables
factor by alternative - list the factor such as cost and then what each alternative costs etc... Alternative by factor - list alternatives and then how much they cost, quality, and ease of implementation - arrange weighting factors and the alternatives in a high to low sequence for easier reading - close by drawing the best conclusing and giving specific recommendations
About one-fourth of employers utilize social media sites in their hiring process. true false
false
An effective follow-up letter should follow OABC. true false
false
An indirect proposal should begin with a general statement of what you propose to do. true false
false
Both short and long reports should include the same detail level and depth. true false
false
Charts consist of an information grid, with vertical columns and horizontal rows containing numeric or alphabetic information. true false
false
Higher pixel density means lower picture quality. true false trick question none of the above I don't know
false
You must always plan an appropriate content pattern and message structure, regardless of message length. true false
false
Formatting Letters
full block, the modified block, or simplified format - full block - used for most correspondence - - one inch left and right margin - single space text, double space between paragraphs, 3-5 spaces for signature - center letter vertically on page - 1-4 space between date and recipient address - one line of blank space befor and after salutation - heading for page 2 - name, date, and page number - one blank space between body and complimentary close
According to WS4B, which type of resume is more likely to be used by an applicant with an unimpressive career path? chronological resume Vine resume functional resume Pinterest resume
functional resume
Formatting Memos
headings in body of memo - showing structure and reflecting the main parts of text art - bar chart typography - subject line is bolded and heading in the body. Agenda items are set off with alphbetic markers (a, b, c), bulleted list, 11 point font, left aligned - to, from, date, and subject lines. Can you Re. - body message begins a double space beneath subject lines - subject line all caps or bold (before and after for emphasis) - sign or initial besides your name at top or bottom of memo - include page number - left aligned - spell out month 9 August 20XX - one inch margin
What is and isn't illegal to ask during interviews
illegal - questions about a person's age, race, gender, marital status, religious preference, and any other factor that has no relevance to success on the job
As explained WS4B, when using art, you should follow the three i's. Which of the following is not one of the three i's? - implement - introduce - interpret - insert
implement
Which of the following is not one of the three i's that apply to using art? interpret introduce insert implement
implement
Which of the following items is not one of the three main purposes of business messages? - impress - build or maintain relationships of trust - persuade - inform
impress
Which of the following is not one of the five attributes of graphic elements? direction shape layout number
layout
What is the preferred alignment for text in body paragraphs? center right left justified
left
Under which of the five elements of paragraph revision would the question "Does this paragraph look too hard to read?" development organization conciseness length unity
length
According to WS4B, performance problems can be classified into five categories. Which of the following is not one of those categories? - training problem - ability problem - morale problem - mechanical problem - environmental problem
mechanical problem
n what format(s) are short reports usually written? memo or letter format full-block letter format only modified-block letter format only email format only
memo or letter format
Channels of messages
messages can be sent via different types of communication channels - face to face, phone, text messages, email, instant messages, podcasts, paper, or video - richness, convenience, speed, permanence, cost
Which of the following items properly lists the elements of OABC as listed in WS4B? opening, agenda, body, closing opening, agenda, body, citations opening, agenda, bibliography, citations opening, art, body, closing
opening, agenda, body, closing
What is the level of DOCS that evaluates the sequence of main points and ideas throughout a document? order organization categorization content
organization
The general guideline for applying the attribute of direction to graphics is to place photos so the movement is toward the middle of the page rather than off the page. make sure you have highly contrasting values. avoid placing large amounts of text in all capitals. prefer odd numbers of elements rather than even numbers.
place photos so the movement is toward the middle of the page rather than off the page.
Which of the following is not listed in WS4B as one of the three reasons meetings can fail? poor meeting management poor planning before the meeting poor brainstorming by the meeting planner poor follow-up after the meeting
poor brainstorming by the meeting planner
When preparing the verbal element of the messenger, which of the following is not a guideline? Practice voice quality. Choose the appropriate delivery type. Choose the formality of the language. Choose language that is specific to the audience.
practice voice quality
Primary Research/secondary Research
primary research involves gathering original data, sometimes using questionnaires, check lists, or interviews, surveys, and sometimes using ovservational research or experimental research methods - secondary research includes reviewing information that has already been published, such as books, journals, and electronic databases
To best give compelling answers to interview questions, WS4B recommends using PAR stories. What does PAR stand for? problem, action, result problem, assessment, response problem, analysis, resolution problem, action, response
problem, action, result
In a functional resume, what section would be used instead of the experience section typically used in a chronological resume? professional memberships professional skills objective education
professional skills
Which of the following sections should not be included in the front matter of a long business report? references title page cover letter executive summary
references
Which business presentation listed below should not follow an indirect approach? providing sensitivity training to department managers reporting record breaking Q1 revenues to the executive team informing the executive team that the company needs to lay off 30 percent of its workforce informing department employees that healthcare benefits will decrease 35 percent within the next year
reporting record breaking Q1 revenues to the executive team
RFP stands for: - request for a project - response for a proposal - response for a project - request for a proposal
request for proposal
Parallelism
requires that structurally parallel sentence parts be grammatically parallel - use words of the same part of speech after parallel connectives (connective twins) - not only/but also, both/and, either/or, neither/nor - for long parallel elements, repeat the connecting word as necessary to ensure clarity (can use a & b or numbers. - Use parallel parts of speech for words in a series (for example: all words in a series start with verb)
What style of font is this question written in? serif sans serif pretty ugly
sans serif
Which of these are two categories of font styles? (Select all that apply.) victorian sans serif serif gothic
sans serif & serif
Emotional intelligence is made up of four core skills that pair up under two primary competencies: personal competence and social competence. Which of the following is not an element of personal competence? - self-awareness, or your ability to accurately perceive your emotions and stay aware of them as they happen - self-management, or your ability to use awareness of your - emotions to stay flexible and positively direct your behavior - self-other awareness, or your ability to accurately pick up on emotions in other people and understand what is really going on
self-other awareness, or your ability to accurately pick up on emotions in other people and understand what is really going on
According to the online reading about developing conclusions and recommendations, the total number of criteria should not be more than four. five. six. seven.
seven
WS4B lists several options for adding variety to the slides. Which of the following is not one of those options? videos maps simple, black text list on white background illustrations and photos
simple, black text list on white background
Which of the following is an example of non-chronological sequencing? narrative time-series spatial cause-effect
spatial
What are the three forms headings can take? (Select all that apply.) structure statement question topic
statement, question, and topic
Which of the following is one of the five elements to review when evaluating sentences? spacing syntax spelling structure
structure
Which of the following items correctly lists the five elements of SPELL? structure, punctuation, errors, language, length syntax, punctuation, errors, language, length structure, paragraphs, errors, language, length syntax, punctuation, ergonomics, language, length
structure, punctuation, errors, language, length
Quotations
surround verbatim statements spoken or written by someone else. Can also be used to surround some titles or words used in a special way - use quotation marks for direct quotations but not for paraphrases - Use quotation marks properly with other forms of punctuation (commas and periods always go inside quotation marks) - colons and semicolons at the end of a quotation nearly always go outside the quotation marks - place exclamation points & questions marks inside quotations when they apply only to quoted material - a quotation within a quotation require single quotation marks
Read the following scenario and identify whether the manager in it tries to fix the symptom or the cause of a problem.Employee A fails to perform his duties properly. Manager X terminates the employee and hires another, only to find that the problem repeats itself. - symptom - cause
symptom
The audience will gather information about a messenger from four elements. Which of the following is not one of those elements? the voice the nonverbal the questions the verbal
the questions
On a bar or line chart, time is usually represented by the legend. the title. the y axis. the x axis.
the x axis.
When maintaining good eye contact, how many seconds should the messenger carry on a conversation with individual audience members located throughout the room? four two one three
three
What is the purpose of a resume? to get a job to show off to network with professionals to get a job interview
to get a job interview
What is the purpose of an application letter (i.e., cover letter)? - to simply ask for an interview - to summarize the points on your resume - to motivate your audience to read your resume - to introduce yourself to the prospective employer and to convince him or her to invite you in for an interview
to introduce yourself to the prospective employer and to convince him or her to invite you in for an interview
The book says to use transitions, animations, and builds purposefully. For what purpose should you use animations? to add various details of an entity one by one, eventually revealing the entire entity to move individual slide objects onto, off of, or around on the screen to change the way a new slide is first brought onto the screen to show processes and relationships among elements
to move individual slide objects onto, off of, or around on the screen
Which of the following is not one of the three elements of organization to review? - overall approach - transitions between information blocks - structure and sequence of information blocks - organization of major information blocks
transitions between information blocks
The online content "Collect and Analyze Data" lists several elements to analyze for data. The following statement is an example of which of the following elements?Statement: The error rate of drive-through orders increases by 13 percent during the breakfast rush hour, 18 percent during the lunch rush hour, and 9 percent during the dinner rush hour. category trend quantity impact
trend
Emotional intelligence is a flexible set of skills that can be acquired and improved with practice. true false
true
People with average IQs outperform those with the highest IQs 70 percent of the time. true false
true
The PAR stories you use in job interviews should always make you sound like a hero. true false
true
To be effective, resumes must be perfect in grammar, spelling, and punctuation. true false
true
Your messages should always have an underlying purpose of strengthening your relationship with the reader, i.e., building and maintaining good will and trust. - true - false
true
How to give peer feedback
understand the purpose of the document. Then understand the audience - their characteristics, feelings about and knowledge of the topic, and their perceptions of the author - use standard proofread marks - write additional notes in margins - don't be offended if the writer doesn't use your feedback
Aristotle's rhetorical strategies (urgent or delayed action)
urgency is referred to as kairos, highlighting the benefits of taking action right now, and communication what will be lost by delaying the action
When preparing the voice, which of the following is not a guideline? Vary the energy. Use a higher pitch. Enunciate clearly. Consider the use of silence.
use a higher pitch
Colons
use colons to introduce. Leave only one space after a colon, and do not begin the following word with a capital letter unless it is a proper noun or begins a direct quotation or complete sentence. - make sure the colon is preceded by a full independent clause that introduces(ex. Make hotel reservations for the following dates: march 10, april 13, ect..) (no commas needed in a number series list) - Use a colon after the salutation in formal business letters (ex. Dear Mr. Gentry)
Art
use of visuals, such as tables, bar charts, maps, organization charts, and flow process charts three i's - introduce, insert, and interpret Introduce - Figure 3 etc.. Insert - visual as soon after the point of introduction as possible interpret - tell about the key points you want the reader to learn from the visual (can become before or after visual) - number visuals consecutively - tables as table1, table 2; other visuals as Figure 1, Figure 2 - descriptive title - keep graphics simple and easy to understand - use appropriate legends and call outs - cite source info in a footnote at the base of the graphic or table (bar and line graphs most coommon) vector & rastor graphics
