MGT chp10/11 test
An effective flyer promoting a financial services firm might contain which of the following elements?
YOU-VOICE; TANGIBLE BENEFITS
Which of the following is typically the most important factor in gaining your colleagues' support when you appeal to shared purpose and shared values?
YOUR CREDIBILITY
Which of the following are elements of a persuasive message that are included in the body of the message?
A RATIONALE; A NEED; A SOLUTION
Who would likely be the best person to read your persuasive messages and give you feedback?
A TRUSTED COLLEAGUE WHO DOES NOT ENTIRELY SHARE YOUR ENTHUSIASM FOR YOUR IDEAS
Which of the following are tru when breaking bad news to external partners?
A WRITTEN NOTICE USUALLY CALLS FOR A FOLLOW-UP PHONE CALL OR VISIT; A WRITTEN MESSAGE IS GOOD FOR FORMAL NOTICES; THE RICHNESS OF THE CHANNEL SHOULD INCREASE WITH THE SEVERITY OF THE NEWS
When discussing bad news,
THE DELIVERY OF THE MESSAGE CAN BE MORE IMPORTANT THAN THE CONTENT
Why should you give feedback only on observable behaviors during a performance review?
THE EMPLOYEE IS LESS LIKELY TO BECOME DEFENSIVE; IF YOU FOCUS ON ATTITUDES, YOU WILL SEEM JUDGMENTAL; YOU CAN NEVER BE SURE THAT YOU KNOW SOMEONE'S THOUGHT AND FEELINGS
Why should a manager establish measurable performance goals for employees?
THE GOALS GIVE THE EMPLOYEE AN OBJECTIVE WAY OF MEETING EXPECTATIONS
A store is sponsoring a walkathon to raise money to fight cancer. To create a personalized message that will persuade employees to join, you might provide information about
THE LOCAL COMMUNITY; EMPLOYEES WHO HAVE BATTLED CANCER
The filtering of bad news at each level of an organization is known as
THE MUM EFFECT
When trying to persuade others, your most effective approach is the one that meets
THE NEEDS OF YOUR AUDIENCE
Persuasion communication strategies that worked well in the past are not as successful in
THE POST-TRUST ERA
Recent research on the delivery of bad news during the great recession has shown that
THE PROPER DELIVERY OF BAD NEWS CAN STRENGHTHEN RELATIONSHIPS WITH CUSTOMERS
One effective way of personalizing a persuasive message is
TO MAKE THE MESSAGE TANGIBLE TO THE READER
Maria responds to a colleague's idea by saying, "no, that will never work. Its completely inappropriate. Thanks so much, though." This is an example of
TOKEN APPRECIATION
Showing sincere concern in a bad-news message is largely a question of
TONE
Most bad-news messages are delivered in a less- delivered in a less-direct manner with the rationale for the bad news given first
TRUE
Persuasive messages that you generate as a representative of a business or other organization are generally considered to be high-stakes communicators
TRUE
Sending too many sales letters and mass emails can lower your company's brand value.
TRUE
Reframing statements refer to
TURNING A NEGATIVE EMOTION INTO A PRODUCTIVE RESPONSE
A teaser message is a
TYPE OF BUFFER
The "d" in the aida approach stand for
"DESIRE"
Who of the following are generally considered external partners for a business?
JOINT-VENTURE PARTNERS; SUPPLIERS; CONSULTANTS
Which of the following are examples of good practice in delivering bad news in writing to colleagues?
A CLEAR EXPLANATION OF THE REATIONALE BEHIND THE COMPANY'S MOVES; A BUFFER STATEMENT TO SOFTEN THE IMPACT; AN OPTIMISTIC STATEMENT ABOUT FUTURE OPPORTUNITIES
To soften the blow of bad news in written communications, you could use
A NEUTRAL SUBJECT LINE FOR THE MESSAGE; A BUFFER STATEMENT
If your central sales theme is price, which two of the following tactics might you focus on when developing your mass sales message?
A PRIMARILY LOGICAL APPEAL; A TABLE THAT COMPARES PRICES
Which of the following are appropriate for an effective delivery in person of bad news to a client?
A RATIONALE FOLLOWED BY THE BAD NEWS; A BUFFER TO LET THE PERSON GET READY EMOTIONALLY TO HEAR THE NEWS; AN EXPLANTATION OF HOW THE NEWS WILL IMMEDIATELY AFFECT THE PERSON'S SITUATION
Which type of statement requires reading "between the lines" to grasp the entire meaning, since the underlying meaning is not stated?
AN IMPLICIT STATEMENT
Which of the following are common types of buffers for bad news messages?
APPRECIATION; A NEUTRAL STATEMENT; GIVING A COMPLIMENT
It makes sense to provide bad news in writing to external partners when you
ARE PROVIDING A FORMAL NOTICE
Face-to-face performance reviews
ARE STRESSFUL FOR BOTH MANAGERS AND EMPLOYEES; ARE A REGULAR OCCURRENCE FOR MOST PROFESSIONALS; TEND TO BE MORE STRESSFUL WHEN THEY ARE NEGATIVE
The AIM planning process for persuasive messages involves analyzing your ____ and creating a ____ that will reduce a persons tendency to resist what you are saying
AUDIENCE; MESSAGE
In business correspondence, you should understand products and ideas in great depth so you can speak with
AUTHOIRTY; COMPETENCY
When people follow the lead of experts of prominent figures, they are conforming to the principle of influence is know as
AUTHORITY
Which of the following are among Robert Cialdini's six methods of influence?
AUTHORITY; CONSISTENCY; SOCIAL PROOF
Online performance reviews have
BECOME AN INCREASINGLY POPULAR OPTION FOR COMPANIES
The part of a persuasive message that asks the recipients to make a first move toward purchasing a product or showing agreement with an an idea is known as the
CALL TO ACTION
Rereading bad-news messages several times before sending them
CAN ALLOW YOU TO REMOVE EMOTIONALLY CHARGES WORDS AND SOFTEN THE TONE; CAN REVENT TIME BEING WASTED IN THE FUTURE, DUE TO MISUNDERSTANDINGS; HELPS YOU TRY TO SEE THE MESSAGE FROM THE PERSPECTIVE OF THE RECIPIENTS
During a performance review, sandwhiching bad news between good news
CAN GIVE THE FALSE IMPRESSION THAT UNDERPERFORMANCE IS ACCEPTABLE
In a mass sales message, a clear, focused theme that consumers can grasp quickly is known as a
CENTRAL SALES THEME
Most readers will respond to persuasive writing that emphasizes ____ instead of ____.
CHOICE; INTENT
When giving a negative performance review of an employee, you should
COMMENT ONLY ON THINGS THAT YOU HAVE OBSERVED, NOT THOUGHT AND FEELINGS
Persuasion involves ____ a person whose opinion or understanding about something is different from yours.
COMMUNICATING WITH
Effective persuaders provide ____ reasons for action.
COMPELLING AND SIMPLE
Developing strong ideas that could benefit your audience will make you seem more
COMPETENT
You should reread and evaluate all of your persuasive messages, since they can potentially
DECREASE BRAND VALUE; INCREASE YOUR COMPANY'S REVENUE; ENHANCE YOUR CREDIBILITY
One important aspect of delivering bad-news messages is to
DELIVER THE NEWS WITHOUT WAITING TOO LONG
Important aspects of delivering bad news include
DELIVERING IT IN SUCH A WAY THAT IT SHOWS GOODWILL TOWARD THE RECIPIENT; LEAVING OPEN THE POSSIBILITY OF WORKING WITH RECIPIENT IN THE FUTURE; STRIVING TO AVOID BURNING BRIDGES WITH THE RECIPIENT
A bad-news message that looks too elaborately formatted is an example of poor
DESIGN
Most business writing (other than persuasive messages) is
DIRECT AND EXPLICIT
After delivering company bad news and explaining why things turned out this way, you should
DISCUSS WHAT THIS DEVELOPMENT MEANS FOR THE RECIPIENTS
Which of the following are good strategies to use when delivering negative performance reviews?
EXPLAIN THAT THE EMPLOYEES UNDERPERFORMANCE IS HURTING THE ORGANIZATION; MENTION THAT POOR PERFORMANCE LIMITS THE PERSONS OPPORTUNITIES AT THE COMPANY; INVESTIGATE REASONS FOR THE PERSONS INADEQUATE WORK
When writing a persuasive message, you can validate the readers by
EXPRESSING APPRECIATION FOR THEIR VIEWS AND PREFERENCES; RECOGNIZING THEIR NEEDS AND WANTS; SHOWING RESPECT FOR THEM
It is wise to apply the ____ test to make sure that your persuasive messages are not manipulative.
FAIR
Using extremely negative statements is typically an effective way to shock your audience into action
FALSE
Which of the following is a recommended guideline for delivering bad news?
GET TO THE BAD NEWS FAIRLY QUICKLY
The failure to share bad news within an organization
GIVES TOP-LEVEL OFFICILAS THE IMPRESSION THAT THINGS ARE MORE POSTITIVE THAN THEY ACTUALLY ARE; SOMETIMES HAPPENS BECAUSE EMPLOYEES DON'T WANT TO BE BLAMES WHEN THINGS GO WRONG; LEADS TO POOR PERFORMANCE
Because persuasive messages are sent to people who may resist your ideas, merchandise, or services, it is important to
HAVE YOUR CO-WORKERS READ THE MESSAGES AND PROVIDE FEEDBACK BEFORE YOU SEND THEM TO CONSUMERS
Seeking performance feedback at work
HELPS YOU DEVELOP SKILLS TO MOVE AHEAD
"prevention," "treatment," and "survival" are all examples of ____ words and phrases.
HOPEFUL; CONSTRUCTIVE
Which of the following questions should you ask when applying the FAIR test?
HOW DOES MY COMMUNICATION IMPACT STAKEHOLDERS; HOW FACTUAL IS MY COMMUNICATION; HOW ACCESSIBLE OR TRANSPARENT ARE MY MOTIVES AND REASONING
The second stage of the AIM planning process involves developing
IDEAS
The most effective way to deliver bad news with medium to high severity to a long-time business partner or client would be communicate
IN PERSON
An external mass sales message should include words that will attract the reader's attention immediately. Where should those words be placed?
IN THE OPENING PARAGRAPH; IN THE SUBJECT LINE
Which of the following are recommended practices for written bad-news communications to customers?
INCLUDE THE SAME BASIC ELEMENTS AS OTHER BAD-NEWS MESSAGES; POINT OUT ALTERNATIVES THE CUSTOMER CAN CONTROL
When the audience shows emotional resistance to your solution, you might have success with a more ___ approach.
INDIRECT
Research indicates that when banks told customers why they reached bad-news decisions,
IT INCREASED THE TRUST THAT CUSTOMERS FELT TOWARD THE BANKS
Which of the following should you do when trying to persuade colleagues and partners?
LET THEM KNOW THAT YOU APPRECIATE THEM; LET THEM KNOW THAT YOU NEED THEM
People are more apt to be persuaded by someone they like. This principle of influence is called ____.
LIKING
When a colleague approaches you with a request or an idea, what are the best tactics for turnin git down without destroying the working relationship?
LISTEN RESPECTFULLY WHILE THE PERSON EXPLAINS IN DETAIL; MENTION SHARED VALUES AND PRINCIPLS; INVITE THE PERSON TO OFFER ADDITIONAL SOLUTIONS IN THE FUTURE
Understanding what other people need and value requires strong ___ skills.
LISTENING
In addition to being more direct and explicit, internal persuasive messages typically rely on
LOGICAL APPEALS
Which of the following is the least likely to be used in an external persuasive message?
LOGICAL APPEALS
Which of the following best explains why you should control your emotions when receiving a negative review?
NEGATIVE EMOTIONS CAN LEAD TO COUNTERPRODUCTIVE RESPONSES
When employees share bad news impersonally,
ORGANIZATIONS EXHIBIT LOWER MORALE
Sales messages risk sounding dull if they rely too heavily on which of the following?
PASSIVE VERBS; WORDS SUCH AS "PROVIDE" AND "OFFER"
When important decisions must be made, but there is not yet much information available,
PEOPLE FREQUENTLY ASSUME THE WORST; PEOPLE TEND TO SPREAD RUMORS ABOUT WHAT IS HAPPENING; LEADERS LOSE CREDIBILITY IF PEOPLE THINK THEY ARE WITHHOLDIND INFORMATION
Influencing others in a fair, honest way to see the merit of your ideas and act on your requests is called ____.
PERSUASION
If you employ ____ wording in your persuasive message, audiences will ten to notice the benefits instead of the drawbacks of your product.
POSITIVE
Which of the following statements about persuading through shared purpose and shared purpose and shared values are true?
PROFESSIONALS OFTEN RESPOND FAVORABLY WHEN SOMEONE APPEALS TO THEIR SHARED PURPOSE AND SHARED VALUES; YOU SHOULD NOT USE THESE TYPES OF APPEALS TOO OFTEN
Which of the following are components of a persuasive message
PROVIDING A COUNTERPOINT; DELIVERING A SOLUTION; GIVING A RATIONALE
To make a persuasive message less direct, you should explain the ____.
RATIONALE BEFORE THE SOLUTION
Nancy sends out New Year's cards to a number of people she doesn't know, and several of them respond by sending her a New Year's card. This is an example of
RECIPROCATION
When making decisions concerning bad news, you should
REMOVE DEFESIVENESS AND FAVORITISM FROM YOUR JUDGMENT; EVALUATE YOUR OWN EMOTIONS; COLLECT INFORMATION FROM DIFFERENT SOURCES
Some advantages of delivering bad news in person include the ability to do which of the three of the following?
RESPONG QUICKLY TO RECIPIENTS' UNEASIENESS; USE NONVERBAL CUES TO SHOW THAT YOU CARE; GET INSTANT FEEDBACK FROM RECIPIENTS
Bad-news messages
REWUIRE MORE OF AN EFFORT TO SERVE OTHERS THAN OTHER MESSAGE TYPES
The use of a limited-time offer to persuade people to make a purchase is an example of the principle of
SCARCITY
How can people boost their credibility when delivering bad news?
TELL THE TRUTH IN DIFFICULT SITUATIONS; TRY TO LESSEN THE NEGATIVE IMPACT ON OTHERS WHO ARE INVOLVED; BEAR RESPONSIBILITY FOR THEIR OWN ROLE IN THE SITUATION
The primary advantage of online performance evaluation is
THE ABILITY TO GIVE FEEDBACK TO EMPLOYEES MORE OFTEN
Which of the following statements about delivering bad news are true?
THE ACTUAL RECEPTION OF BAD NEWS OFTEN HURTS RECIPIENT LESS THAN A DELAY IN RECEIVING IT; IT IS IMPORTANT TO DELIVER THE NEWS QUICKLY AND LOOK AHEAD TO THE FUTURE; PLANNING SHOULD BEGIN AS SOON AS THE BAD NEWS IS DISCOVERED
When turing down an idea or request from a colleague, it is important to avoid
THE APPEARANCE OF MORAL SUPERIORITY
Why might it be useful to create templates for bad-news letters to customers?
YOU MAY NOT HAVE TIME TO WRITE ORIGINAL LETTERS TO EACH CUSTOMERS
People will be more easily persuaded when you
UNDERSTAND THEIR NEEDS; DEMONSTRATE THAT YOU ARE SEEKING BENEFITS FOR THEM; TAKE A PERSONAL INTEREST IN THEM
A poor practice for delivering bad news in writing to a customer would be to
USE AN ACCUSATORY TONE
Which is most effective for external persuasive messages?
YOU-VOICE
Through ___ you acknowledge that the reader's point of view is legitimate and reasonable.
VALIDATION
Which of the following is an example of a logical appeal from a credit union for choosing it over a local bank?
WE HAVE MORE FINANCIAL OPTIONS
It is usually acceptable to provide written notice of bad news to externa partners
WHEN YOUR AUDIENCE PREFERS CORRESPONDING IN WRITTEN FORM; WHEN THE BAD NEWS IS NOT SEVERE; IF YOU ARE FORMALLY REJECTIN A BID
Richer channels of communication are most appropriate
WITH LOW CONTROLLABILITY AND HIGH SEVERITY
In direct bad-news messages,
THE BAD NEWS IS DELIVERED, THEN A RATIONALE IS PROVIDED
Because his six principles of influence are powerful and can do har, Cialdini refers to them as
"WEAPONS OF INFLUENCE"
You should review bad-news messages
BEFORE THE BAD NEWS IS SENT; BECAUSE RECIPIENTS MAY MISINTERPRET THE NEWS; TO MAKE SURE YOU ARE BEING RESPECTFUL
One or two sentences designed specifically to soften the blow at the beginning of a bad-news message is known as a
BUFFER
Customers and clients respond most poorly to persuasive messages with which of the following?
COMPLEX LANGUAGE; PRESSURE TACTICS
Which of the following qualities are characteristic of an effective external persuasive message?
CONCLUDING WITH A CALL TO A ACTION; INDIRECT; IMPLICIT
A study showed that after people bet on race horses, they felt more sure that those horses would win. This is an example of the principle of persuasion known as
CONSISTENCY
What three aspects of bad news should you consider when deciding how to deliver the message?
CONTROLLABILITY; SEVERITY; LIKELIHOOD
When a person writes a persuasive business message, ___ is particularly important
CREDIBILITY
When delivering bad news, you should
DISCUSS STEPS THAT CAN BE TAKEN TO OVERCOME THE CURRENT SITUTATION; TAKE A POSTIVIVE TONE AS YOU DISCUSS SOLUTIONS; SUGGEST SOLUTIONS THAT THE RECIPIENT CAN CONTROL
If a persuasive message is too confident or positive, it risks being perceived as which of the following?
EXAGGERATED; PUSHY
Which three of the following statements are true about getting others to review your bad-news messages?
IT IT USUALLY FINE FOR OTHERS TO REVIEW THE MESSAGES IF THE NEWS IS TO BE DELIVERED TO GROUPS OF CUSTOMERS; REVIEW BY OTHERS CAN GIVE YOU A NEUTRAL, OBJECTIVE VIEW; IT IS INAPPROPRIATE FOR OTHERS TO REVIEW THE MESSAGES IF THE NEWS IS PERSONAL OR CONFIDENTIAL
What are some of the drawbacks to delivering bad news in writing?
IT MIGHT SEEM CALLOUS OR IMPERSONAL; IF THE RECIPIENT MISUNDERSTANDS THE MESSAGE, YOU CANNOT EXPLAIN IMMEDIATELY
Which of the following best explains why it is important to understand your target audience's needs and values?
IT PUTS YOU IN A STRONGER POSITION TO SUCCESSFULLY PERSUADE THEM TO ACCEPT YOUR IDEAS
Typically, internal persuasive messages focus on ___, whereas external persuasive messages include ____.
LOGICAL APPEALS; EMOTIONAL APPEALS
Communicators often need to know how to ___ to help people overcome core attachments to embrace new ideas, products, and services
MAKE EMOTIONAL APPEALS
When reviewing a poor performer, you should
MAKE SURE THE PERSON UNDERSTANDS THE NEED FOR IMPROVEMENT
Mass sales messages will typically take the form of which of the following?
MASS EMAILS; ONLINE ADS
People have become more difficult to persuade because we live in an era of increasing
MISTRUST
People are easier to persuade when they believe there is a short supply of something they want. This principle of influence is known as
SCARCITY
The yes-but statement is usually a poor way turning down a colleague's idea because it often
SEEM INSINCERE; GIVES THE IMPRESSION THAT THE IDEA WAS NEVER TAKEN SREIOUSLY; SEEMS MANIPULATIVE
Using counterpoints in persuasive messages is risky because you might
SEEM TO HAVE ADVERSARIAL TONE
Which of the following are true about discussing the short-term effects of bad news?
SKIPPING A DISCUSSION OF THE NEGATIVE IMPACT ON THE RECIPIENTS WILL MAKE THEM SEE YOU AS DETACHED FROM THEIR NEEDS; IT IS IMPORTANT TO DISCUSS WHAT THE BAD NEWS MEANS TO RECIPIENTS, INSTEAD OF MINIMIZING IT
Sometimes people base their sense of what is right, correct, or desirable on what they see others do. This principle of influence is known as
SOCIAL PROOF
Delivering bad news with the feelings of the recipient in mind involves
STATING THE BAD NEWS QUICKLY; KEEPING ANY BUFFER STATEMENT SHORT; EXPLAINING WHY THE DECISION WAS MADE
Phrases such as "best product on the market" and "state-of-the-art technology" are examples of
SUPERLATIVES