MGT 301 Final Exam Prep
which of the following would best refuse a customer's claim
Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee
According to the Ted Talk we watched in class, what is social synchronicity
Awareness of our environment., Making an effort to contribute to society for a higher good., Connecting with people in our presence
in which of the following situations would the indirect strategy be most appropriate
CEO Dale Marek must announce to his staff that 45 positions will be eliminated on jan 1
Because of today's communication technologies, face-to-face communication is no longer essential in business transactions.
False
which of the following is the best sentence for a cover message
To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at (555) 555-1234 to arrange an interview.
From the TedTalk we watched in class, what were the 3 things discussed to help develop better social synchronization?
Use people's names, Stay off electronic devices., Be friendly, kind, and confident.
Josh is drafting a message about the substandard quality of his recently purchased Fitbit. What should Josh put in his opening?
a clear description of the desired action
An e-portfolio is
a collection of digitized materials that give a snapshot of the candidate's qualifications
Samantha wants to begin searching for a job using the Web. The best source for her online search will probably be __________.
a company's website
the body of a short presentation should focus on
about 2-4 main points
if you choose to use handouts, it is usually best to distribute these
after you finish speaking
which of the following uses passive voice to present the bad news
although the administrative assistant position has been filled,we wish you well on your job search
which of the following sentences de-emphasizes bad news
although the company cannot reimburse you for the tuition costs, you may attend class during work hours
claire and brandon are in the first phase of the writing process as they prepare a formal report for a client. in this phase they should
analyze their audience and determine the purpose of the message
the first step in the employment process is to
analyze your interests and goals and evaluate your qualifications
You have started a bad-news message with the following statement: Your contributions to our community's recycling efforts have been outstanding. What type of buffer have you used?
appreciaton
positive messages share all of the following traits except
are only communicated through memos and emails
most workplace messages
are positive or neutral
goodwill messages are most effective when they
are short, focuses, fresh, and enthusiastic and genuine
business writing should be purposeful, economics, and
audience oriented
what is the best advice when writing a career objective for a resume
avoid the words entry level which can downplay your talents
The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and __________.
believes that the matter was treated fairly and seriously
which of these patterns follows the suggested order of parts in bad-news messages using the indirect strategy
buffer, reasons, bad news, and closing
Brooke worked 15 years as a graphic artist, but she lost her job due to downsizing within her company. She must now write a résumé to begin her search for a new job. What résumé style would be best for her to use?
chronological resume
When you must write a message to identify or correct a wrong, the message is called a(n) __________.
claim
Gina will graduate from Tulane University in July, her brother will graduate from Arizona State in December is an example of a
comma splice
nearly every research project should begin by
conduct an interview
brittany is preparing a market analysis for her business plan and knows she will have to conduct formal research to gather the information she needs. to conduct formal research she should
conduct interviews and surveys or organize a focus group
megan is creating a property description for a new real estate brochure, to make her brochure effective, megan should anticipate her audience by
considering what the readers are like and how they will react to the message
proofreading includes which of the following tasks
correcting spelling, grammar, punctuation, names and numbers, and format
you need to write a report that shows a company's profits by divisions located in different regions around the country. you should organize you report by
creating sections of the report that represent each geographical location
the most important step in preparing for an oral presentation is to
decide on the purpose of the presentation
An important part of the job-search process is developing a personal brand. Personal branding involves _________
deciding what makes you special and desirable in the job market
translating a message from its symbol for into meaning involves
decoding
the best advice for writing goodwill messages
deliver goodwill message promptly
which of the following is the best recommendation for delivering an effective oral presentation
deliver your presentation extemporaneously
all of the following are functions of graphics except to
demonstrate a writer's word processing ability
Garrett must respond to a customer's online post regarding a problem the customer experienced when ordering a new smartphone. Garrett should practice the following tips except__________.
deny that the problem occured
professionalism
describes desirable workplace behavior
you should do all of the following in the introduction of a presentation except
develop the main points with adequate explanations and detal
when writing a formal business report you should begin by
development of a statement of purpose that explains the goal, significance, and limitations of the report
When you write messages that request information or action and think your request will be received positively, you should organize your message using the __________ organizational strategy.
direct
Many business writers use the block letter style to format their letters. All of the following are characteristics of the block style except ________.
double spacing of the entire letter
which of the following sentences uses language that is bias free
each nurse is responsible for charting the status of his or her patients
the third phase of the 3x3 writing process involves
editing, proofreading and evaluating your document
which of the following statements about public speaking skills is most accurate
effective speaking skills are important for all employees
writers who put themselves in the receiver's shoes to focus a message on audience benefits are using the skill of
empathy
a cover message should always
emphasize reader benefits
Which of the following is the most appropriate opening for an adjustment message granting a claim?
enclosed is the authorization for you to take your smartphone to your local dealer for repair
rhianna must give a presentation to stockholders of her company, she wants to use a multimedia presentation to help convey her idea. what is the beset advice for her to follow as she develops her content slides
ensure that listed items use parallel grammatical form
which of the following contains a condensed version of a longer report
executive summary
business manager, heather lopez, expects her employees to be displeased or even hostile when she announces a new work schedule that will become effective next month. an effective organizational strategy for heather is to
explain all background information first
When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and __________.
explain your message clearly
the most important part of a bad news message is the
explanation of the bad news
the richest communication channel is a
face to face conversations
If you have a legitimate claim and expect a positive response from the company, begin the message by providing very specific details describing the desired action.
false
Job seekers should avoid using social media sites to network and to search for employment opportunities.
false
The first step in the job-search process is to
false
This message is to inform you that we received your letter of May 9 asking for information about our banquet facilities for your December 1 sales meeting is an effective opening sentence for a message responding to a request?
false
Using the following statement in presenting the reason for the bad news could help the receiver to accept the message: Although we would like to install the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.
false
Video and infographic résumés are suitable for all individuals and professions.
false
We are sorry for any inconvenience caused is effective wording to include in an adjustment message
false
When something happens that is disappointing to customers, such as late deliveries, product failures, deficient service, or improper charges, business professionals should begin to control the damage by writing a letter.
false
When writing a direct request letter, you should use close-ended or yes/no questions to keep the letters short and easy to read.
false
because heading provide a visual distraction for readers, you should avoid integrating them in business documents
false
business writers who use official sounding language such as commensurate and remuneration appear more impressive and are more effective than those who use words such as equal or pay
false
distorting facts on a resume is acceptable in todays competitive job market
false
i am writing you this message to see if you can speak at our conference on may 3 is an example of an effective opening for an email message
false
phase 2 of the 3x3 writing process involves analyzing you purpose, anticipating you audience and adapting you message to the audience
false
placing the bad news at the beginning or end of a paragraph will help de-emphasize the bad news
false
primary data results from reading what others have published, experienced, or observed
false
smart applicants use the same cover message for every job which they apply
false
thank you for your email message is an effective buffer for bad news messages
false
the best words you can use to create an audience centered message are you and i
false
the communication process begins when the receiver provides nonverbal or verbal feedback to the sender
false
the direct organizational strategy works well with three kinds of messages: bad news, ideas that require persuasion and sensitive news
false
the most prominent parts of a message are the salutation and complimentary closing
false
the sentence business messages should be accurate, concise, and written with clarity demonstrate balanced, or parallel writing
false
the statement every salesman who meets this year's quota will receive two additional vacation days represents effective business writing
false
the three phases of the writing process must be followed in proper sequence to create successful messages
false
values, beliefs, and culture are not factors that help shape understanding
false
when refusing requests for claims using the indirect strategy, reveal the bad news before presenting the reasons for the refusal
false
when writing a claim letter, be sure to enclose the original copies of pertinent documents such as invoices and sales receipts
false
you should always limit the length of your resume to one page
false
you should include your references on your resume because it adds credibility to your application materials
false
an effective paragraph
focuses on a single main idea
which statement about formal business reports is most accurate
formal business reports present findings and recommendations
4 phases of team development in order
forming, storming, norming, performing
when speaking to an audience that is ______________ it is OK to use any organizational pattern, involve the audience, be warm and pleasant and include humor an personal stories
friendly
the two most effective techniques for helping your audience understand and remember you speech are
good organization and intentional repetition
all of the following traits or skills are define professional behavior except
hard or technical skills
collecting information before composing a message is important primarily because doing so
helps shape the message
mary is writing a letter of transmittal to accompany a report to her client. the transmittal letter should announce the topic of the report, tell how it was authorized, briefly describe the project and
highlight the report's findings, conclusions, and recommendations
when an audience is _____________ you should be calm, deliver you ideas evenly and slowly, and include objective data and expert opinion
hostile
in the education section of your resume you should
include relevant seminars attended, workshops completed and study abroad opportunities
most routine writing tasks, such as composing email messages or informational reports,require information that you can collect
informally
one of the most effective strategies for reducing state fright is to
know your subject thoroughly
visual aids serve all of the following purposes except
lengthen presentations
__________ are the preferred communication channel when a confidential and formal record of a transaction is required for business conducted outside an organization.
letters
your report discusses trends in net profits over a period of four years. to visually display these trends you should use a
line chart
the no 1 social media site for job searching and recruiting
communication is defined as the transmission or information and meaning from a sender to receiver. the most important element of this definition is
meaning
the key to ethical communication, especially of bad news, lies in the _________ of the sender
motives
the best method for finding a job in today's competitive job market is through
networking
how many typefaces should you use in a business document
no more than 2
anything that interrupts the transmission of a message in the communication process is called
noise
Kendall is participating in a work team. His team is currently discussing alternatives, evaluating outcomes, applying criteria, and prioritizing alternatives. Kendall's team is in the ____________ phase of team development.
norming
Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate when __________.
personal contact is impossible
what is the best advice for creating the main heading section of your resume
place your name as the first line of the main heading
according to experts what is the greatest failure of business writers
poor organization
which of the following is the best advice when delivering bad news
prepare your comments prior to delivering the bad news
zoom presentations
present information in 3d
To come across professionally during a business presentation, __________.
present you first sentence from memory
which of the following statements would be the most impressive within a summary of qualifications section on a resume
processed an average of 24 tax forms daily with 100% accuracy
When writing an adjustment message, you have three goals: to rectify the wrong, to regain customer confidence, and to _______________.
promote future business and goodwill
the primary purposes of business writing are typically to inform and persuade; a common secondary purpose is to
promote goodwill
all of the following statements about proposals are accurate except
proposals are informal documents
heather has just stated a new job and wants to project professionalism through her voice mail.what advice should she follow
record a professional greeting that includes her name, telephone number, and an invitation for leaving a message
which of the following identifies the three phase of the writing process
rewriting, drafting, and revising
You want to incorporate graphics into a report. What advice should you follow?
select appropriate captions or titles for the graphics
all of the following are techniques to increase white space within a document except
selecting an appealing typeface
the first step in the communication process is
sender has an idea
you must deliver bad news to your employees. what advice should you follow
state with a neutral or positive statement that transitions to the reason for the bad news
careful writers document their sources to avoid charges of plagiarism, to instruct the reader to pursue the topic further, and to
strengthen their arguments and add credibility to their reports
business writers prefer the active voice because in active voice sentences the
subject is the doer of the action
8 components of formal business report
table of contents, executive summary, introduction, letter of transmittal, main body, title page, works cited, conclusions
which of the following statements is least accurate
teams present more risks for individuals
Which of the following statements about today's job market and job search is most accurate?
technology has become an integral part of the job search process
which of the following would be the most effective opening for a thank you note
thanks, tayna, for contacting the customer for me yesterday while i met with the new sales manager
which of the following sentence does not include a redundant expression
the fundamentals of our economy are strong
a company would most likely prepare for a proposal for which of the following reasons
to make an offer to solve problems, provide services or sell products
Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.
true
If you are writing a report to document the history of your company, you would probably use a chronological sequence
true
One reason concise messages are essential in business is that they save money by saving time.
true
Ragged-right margins increase white space and improve readability.
true
adaption is the process of creating a message that suits the audience
true
all presentations should focus on audience benefits
true
all proposals should demonstrate the value and benefits of the recommended product or services
true
although short, goodwill messages are often more difficult to write than other kinds of routine business documents
true
as you revise, make your writing clear by using specific verbs, concrete nouns and vivid adjectives
true
before placing a phone call you should determine the topics you need to discuss
true
business letters are more confidential than messages sent through electronic media
true
business letters are viewed as more formal and important than emails
true
business letters usually encourage feedback and promote future business
true
business writers should strive to keep sentences to 20 words or fewer
true
good writers should expect to spend most of their time revising their messages
true
in order to make a processional telephone call,one should use a three point intro
true
listening to customers and coworkers is an example of a softskill
true
most business make favorable adjustments to legitimate claims
true
one advantage of successful teams is the improvement of employee morale
true
one primary goal when delivering bad news is to maintain a positive image of you and your organization
true
plagiarism is the act of using others ideas without proper documentation
true
smart organizations involved in a crisis prefer to communicate the news openly to employees, customers, and stockholders
true
the first step in composing a message is to identify its purpose
true
the most popular resume style is the chronological
true
the primary difference between the direct and indirect strategies is the placement of the bad news
true
the process of converting an idea into words or gestures that will convey meaning is called encoding
true
well organized messages group similar ideas together
true
when closing a direct claim letter, include an end date and action requested if appropriate
true
when posting your resume online, always use reputable, well known sites
true
when preparing for a formal report, place survey forms, copies of other reports, tables of data, large graphics, and related correspondence in the appendix
true
when you must deliver bad news within a organization, you should first determine whether the negative information is newsworthy
true
whether to use the direct or indirect strategy depends largely on the situation, the audience's reaction, and the wiriter's goals
true
writing any kind of business message requires solid writing skills
true
yous should prepare a tailored resume for every position you seek
true
which of the following will maximize the hits your resume receives from an applicant tracking system
use accurate, specific names of schools, degrees, products, job titles, and companies
which of the following statements about creating effective powerpoint presentations is lease accurate
use as many special effects as possible to keep the attention of your audience
all of the following are accurate tips to control your pitch in your voice excempt
use uptalk in order heighten your pitch and increase your inflection
you can establish a processional yet conversational tone in business messages by
using familiar words and pronouns such as you or i
which of the following is a compound sentence
we all know you'll want to receive the early-bird pricing; therefore, please register for the conference by October 15
all of the following are appropriate reasons to use the direct strategy to communicate bad news except
when the bad news is personally upsetting
which of the following statements represents the most courteous use of language
will you please submit the proposal by monday
which of the following sentences best demonstrate the you view
you can improve your chances for promotion by attending our management trainee seminars
You must decline an employee's request to telecommute three days per week. Which of the following is the best explanation for the refusal?
your daily presence is the office is important to ensure regular customer contact
which of the following represents positive business writing
your order will be shipped as soon as we receive credit authorization