BA324 CH 3
Which of the following is the least accurate statement about culture? a. Culture is shaped by attitudes learned in adulthood. b. Culture combines the visible and invisible. c. Culture is the basis of self-identity and community. d. Culture is dynamic.
A
What is the correct order of ideas when using the indirect strategy to reveal bad news?
Buffer, reasons, bad news, pleasant close
________ is the ability to understand and enter into the feelings of another and is important to convey in negative messages
Empathy
A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message; this way, the writer has a chance to explain further . a. True b. False
False
A stereotype, an oversimplified behavioral pattern applied uncritically to groups, is always false. T/F
False
Action information, including deadline dates, should be placed in the body of a routine request message. a. True b. False
False
All reports, whether analytical or information, should be delivered as paper copy. a. True b. False
False
Because diversity is a positive force within organizations, companies can increase their diversity without fear of negative impact
False
Giving unhappy customers a chance to cool down is important, so companies should wait at least 72 hours to respond to a complaint . a. True b. False
False
Instructions or directives moving downward from superiors to subordinates usually require high levels of persuasion. a. True b. False
False
It gives me great pleasure to extend my congratulations is an effective way to begin a goodwill message. a. True b. False
False
Jorge is writing an adjustment letter granting the customer's claim request; Jorge should use the indirect strategy to deliver this message. a. True b. False
False
Social media is not an effective intercultural communication tool because it only reinforces cultural differences.
False
When organizations are involved in a crisis such as serious financial problems or public controversy, they should share the news with the public before informing employees.
False
You should wait at least a week after an event or incident to send a goodwill message to seem most sincere. a. True b. False
False
News releases should cover the answers to the five Ws and one H (who, what, when, where, why, how) in the first sentence to be most effective. a. True b. False
False. Answers to the five Ws and one H (who, what, when, where, why, how) should appear somewhere near the beginning of the news release, but not all in the first sentence!
Bad news messages should always be organized indirectly. a. True b. False
False. Bad news messages may be organized using the direct, indirect, or even mixed strategy. The strategy you use depends largely on the situation, the reaction you expect from the audience, and your goals.
Letters that deny applications for employment should be courteous and tactful and offer specific information explaining why the candidate was not hired. a. True b. False
False. Letters that deny applications for employment should be courteous and tactful but free of specifics that could trigger lawsuits.
Check My Work Members of high-context cultures are more likely to be logical, analytical, and action oriented T/F
False. Low-context cultures tend to be logical, analytical, and action oriented. High-context cultures are more likely to be intuitive and contemplative.
The dimension of time is perceived the same across cultures. T/F
False. Time is perceived differently across cultures; for example, it is seen as a precious commodity to be preserved in North America and an unlimited and never-ending resource in South America.
When using the AIDA strategy to present a persuasive message, you should motivate action in the body of your message. a. True b. False
False. When you use the AIDA strategy, you should get the reader's attention in the opening. You then create desire and interest in the body and motivate the reader to action in the closing.
The final step in Phase 3 of the 3-x-3 writing process is proofreading the product T/F
False. Your final step in the writing process is evaluating the product. Ask yourself this question: Will this message achieve its purpose?
A good technique for de-emphasizing negative news is to place it at the end of a paragraph.
False.An effective technique for de-emphasizing negative news is to put it between other sentences in the middle of a paragraph. Placing it at the beginning or end of a paragraph will emphasize it.
Which country represents a high-context culture?
Japan
Which statement about the use of social media and its relationship to intercultural communication is most accurate?
Social media offers a rich opportunity for intercultural engagement
A progress report should describe current problems, as well as anticipate future problems and possible solutions. a. True b. False
True
Abusive language that is spoken within the presence of others or written to others is actionable (can result in a lawsuit). a. True b. False
True
An effective summary saves time by reducing a report or article by 85 to 95 percent. a. True b. False
True
Brooke, who works for a U.S. company, has just been assigned to manage the company's division in Vietnam. She should emphasize team-based projects and group decision making with her new employees. T/F
True
Business letters remain a powerful tool to promote services and products, boost online and retail traffic, and enhance customer relations . a. True b. False
True
Claim letters are taken more seriously than telephone calls or e-mails. T/F
True
Communication is unethical when the sender has the intent to deceive. a. True b. False
True
Delivering bad news gradually is sometimes an effective approach. a. True b. False
True
Ethnocentrism is the belief that one's own race is superior to others. T/F
True
Holly is writing a complaint letter. She will be most effective if she appeals to the receiver's sense of responsibility and pride in the company's good name. a. True b. False
True
In the body of a claim letter, explain the problem and justify your request. T/F
True
In the sentence Although we must discontinue the health club benefit, all other benefits will remain unchanged, the bad news has been de-emphasized. a. True b. False
True
Learning to communicate nonverbally in another culture is more difficult than learning its verbal language.
True
Social media have drastically shortened business response times to claims. a. True b. False
True
The United States has taken the global lead in fighting corruption in business.
True
The most significant factor affecting globalization is the development of information and communication technologies. t/f
True
Most messages in the workplace are positive or neutral. T/F
True. In the workplace most messages are positive or neutral and, therefore, direct. Positive messages are routine and straightforward; they help workers in organizations conduct everyday business. Such routine messages include simple requests for information or action, replies to customers, and explanations to coworkers.
Which of the following statements about gender differences in communication is accurate?
Women tend to have more attentive eye contact than men
What is the most frequently used graphic in a report? a. Table b. Flowchart c. Line chart d. Pie chart
a. Table
Functional headings show the outline of a report but provide little insight for readers. a. True b. False
a. True
Which technique is most important to implement when writing an e-mail sales message? a. Write a catchy and targeted subject line. b. Place the most important information last. c. Develop at least three selling points. d. Leave the action date open.
a. Write a catchy and targeted subject line.
Nearly every written report should begin with __________. a. a review of secondary data b. a study of primary data c. personal observation d. a scientific investigation
a. a review of secondary data
Paige is writing a purpose statement for a report she will submit to her supervisor. To express clearly what she intends to do in the report, she should use ________. a. action verbs b. strong adjectives c. passive voice d. noun phrases
a. action verbs
Written responses to disappointed customers should aim to do all of the following except ________. a. demonstrate the writer's excellent vocabulary b. promote good relations c. formally confirm follow-up procedures d. establish a record of the incident
a. demonstrate the writer's excellent vocabulary
Goodwill messages should __________. a. include specific incidents or characteristics of the receiver b. be lengthy to demonstrate your emotions c. be written in third person
a. include specific incidents or characteristics of the receiver
One of the most important goals in a letter that refuses credit is to __________. a. retain customers on a cash basis b. offer convincing reasons for the refusal c. use the indirect method and imply the refusal d. apologize for the refusal and promise credit in the future
a. retain customers on a cash basis
An example of an informational report is one that ________. a. shows a manufacturing firm has complied with environmental regulations b. tries to convince the board of directors to offer on-site child care c. presents possible solutions to solve a company's turnover problem d. provides two alternatives to the company's order processing system and tries to persuade management to adopt the best one
a. shows a manufacturing firm has complied with environmental regulations
Melinda must write a message to her employees to convey the new procedure for handling customer complaints. Melinda should __________. a. state the purpose of her message immediately b. detail the consequences of not following the new procedure c. withhold the purpose of her message until the end d. include words such as "should" and "must" frequently to convey the seriousness of her message
a. state the purpose of her message immediately
Dale is writing a claim letter to a company about a damaged product he received. As Dale is composing his letter to the company, what advice should he follow? a. Include the originals of all relevant paperwork. b. Begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem. c. Provide a detailed chronology of the order, damaged product, and shipping details. d. End the claim letter indicating that he will contact the Better Business Bureau if his claim is not resolved.
b. Begin the claim with sincere praise, an objective statement of the problem, a point of agreement, or a quick review of what he has done to resolve the problem.
Another word for mode is average. a. True b. False
b. False
Choose the best opening for a response to a routine request e-mail . a. Definitely! b. I would be delighted to speak at your meeting on February 1. c. I received your message. d. I am responding to your e-mail message of December 15.
b. I would be delighted to speak at your meeting on February 1.
What is the best advice to follow when writing an online review or complaint? a. Avoid including your name to the online review or complaint so that you can't be tracked down. b. Keep your review or complaint clean, polite, and succinct. c. Include at least three screens of details to support your review or complaint. d. Accept a cash payment for a favorable critique.
b. Keep your review or complaint clean, polite, and succinct.
Which of the following sentences delivers bad news using the passive voice? a. Our company doesn't allow merchandise refunds without a receipt. b. Merchandise refunds are not given at our company without a receipt. c. You need a receipt to return merchandise for a refund at this company. d. Company policy prohibits merchandise refunds without a receipt.
b. Merchandise refunds are not given at our company without a receipt.
________ establish rules of conduct to be followed within an organization .
b. Policies and procedures
In identifying a "best-selling" item, advertisers are hoping to appeal to which psychological trigger ? a. Reciprocation b. Social proof c. Commitment d. Scarcity
b. Social proof
_________ reports examine problems with two or more solutions. a. Progress b. Yardstick c. Justification d. Recommendation
b. Yardstick
A ________ is especially effective in comparing related items, illustrating changes in data over time, and showing segments as a part of the whole. a. table b. bar chart c. line chart d. pie chart
b. bar chart
The most widely read portions of a report are generally the sections devoted to the __________. a. table of contents and introduction b. conclusions and recommendations c. executive summary and letter of transmittal d. appendixes and bibliography
b. conclusions and recommendations
AIDA, the indirect strategy for persuasive messages, seeks to gain the attention, interest, ________, and action of the audience . a. direction b. desire c. deduction d. discernment
b. desire
Megan is preparing her trip report. She should begin her report by __________. a. itemizing expenses b. identifying the event c. expressing appreciation d. summarizing main points
b. identifying the event
Using the indirect strategy enables the writer to __________.
b. keep the reader's attention until the reasons for the bad news have been explained
Receivers of bad news are less disappointed if they know the reason for the rejection, feel the news was revealed sensitively, and believe the ____________. a. company will still correspond with them b. matter was treated seriously and fairly c. company CEO authorized the bad news d. decision was personal
b. matter was treated seriously and fairly
Stressing how a product or service will help the reader make money is an example of a(n) __________. a. logical fallacy b. rational appeal c. emotional appeal d. circular reasoning
b. rational appeal
When you are writing to complain about something and you believe that your request is justified and will be granted, you should use __________. a. the indirect strategy b. the direct strategy c. only indirect appeals d. both direct and indirect appeals
b. the direct strategy
What is the best advice to follow when dealing with disappointed customers in print or online? a. Refer the problem to your legal department. b. Assure the customer that the issue will never happen again. c. Address the problems immediately and personally. d. Use the direct strategy when communicating with the customer.
c. Address the problems immediately and personally.
Which of the following is not a component of persuasion? a. Free choice b. Conscious effort c. Coercion d. Message transmission
c. Coercion
What tool is best to analyze verbal data? a. Pie charts b. Tables c. Grids d. Decision matrices
c. Grids
Tania will be writing an analytical report that discusses three potential new locations for her company. She wants to follow the indirect strategy. How should she organize her report? a. Introduction/Background, Discussion/Analysis, Summary b. Conclusion/Recommendations, Introduction/Problem, Facts/Findings c. Introduction/Problem, Facts/Findings, Conclusions/Recommendations d. Introduction/Background, Facts/Findings, Summary
c. Introduction/Problem, Facts/Findings, Conclusions/Recommendations
When delivering bad news face to face within an organization, what is the best advice to follow? a. Deliver the bad news on a Friday afternoon so that the person has time to cool down over the weekend. b. Always go alone. c. Outline what you have to say and rehearse before delivering the bad news. d. Focus only on the present.
c. Outline what you have to say and rehearse before delivering the bad news.
__________ reports are written at regular intervals to keep management informed of operations and activities. a. Conference b. Analytical c. Periodic d. Investigative
c. Periodic
Which of the following is the best opening for a routine claim letter? a. I am outraged at the quality of work your company performed. b. We hired your firm based on several recommendations from companies we trusted. c. Please send a contractor to repaint our office conference room. d. I am writing this letter to make a claim against your company's service.
c. Please send a contractor to repaint our office conference room.
What is the best advice to follow when responding to customers online? a. Wait at least two days to respond. b. Avoid stating your name or position to maintain your anonymity. c. Respond in a friendly, upbeat, yet professional tone. d. Avoid accepting blame for any problems or mistakes.
c. Respond in a friendly, upbeat, yet professional tone.
Choose the best closing for a routine request message that asks the receiver to complete a survey. a. Please complete and return your survey as soon as possible. b. Thank you in advance for completing this survey at your earliest convenience. c. Thanks for returning your completed survey before October 15, when we will start compiling the results. d. We would like to know your views on the smoking ban referendum.
c. Thanks for returning your completed survey before October 15, when we will start compiling the results.
Which of the following is not a goal in writing adjustment letters? a. To rectify a wrong, if one exists b. To regain the confidence of the customer c. To encourage future correspondence with the customer d. To promote future business
c. To encourage future correspondence with the customer
To help you paraphrase effectively, which of the following should you practice? a. Use the same grammatical structure of the original document. b. Scan the original to get a quick understanding. c. Write your own version of the original document without looking at it as you write. d. Use synonyms periodically to replace some of the words in the original document
c. Write your own version of the original document without looking at it as you write
A manager at General Electric is preparing a sales report presenting the results of three of GE's divisions. This report should be organized by __________. a. time b. criteria c. component d. convention
c. component
Recommendations should be phrased as ________. a. questions b. commands c. generalities d. quotations
c. generalities
When incorporating a graphic in the body of your report, you should ________. a. use large amounts of color to improve readability b. manipulate the visual to make data look more dramatic c. include a reference to the graphic in the text d. assume that the reader will draw the same conclusions you did from the set of data
c. include a reference to the graphic in the text
A press release should ________. a. reveal the news in the final paragraph after creating context earlier in the message b. focus totally on selling the writer's company and its products c. present the news early in the message d. be at least four double-spaced pages to demonstrate its importance
c. present the news early in the message
The purpose of business reports is to convey information, answer questions, and ________ a. generate new business b. recruit employees c. solve problems d. start conversations
c. solve problems
During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________.
clarity
You must write a letter convincing your reader to donate money to your company's annual United Way campaign. What indirect benefit to the reader could you incorporate within your letter? a. A statement indicating that all donors will be publicly recognized on the company website b. A United Way pin c. A statement acknowledging that all donations are tax deductible d. A statement regarding the need for charitable donations and the power of giving
d. A statement regarding the need for charitable donations and the power of giving
Reports submitted as digital slide decks ________. a. are heavier on text than bulleted presentation slides b. can be exported as PDF, HTML, or image files c. include visuals so are more inviting to read than dense pages of print text d. All of these are true
d. All of these are true
What is the best advice for expressing price in a sales letter if price may be an obstacle? a. Mention the price right away so that it doesn't look as if you are hiding it. b. Show the total price only for clarity. c. Omit price altogether. d. Compare your prices with those of a competitor.
d. Compare your prices with those of a competitor.
Dillon wants to adapt his sales message to his target audience. What question is his audience likely to ask while reading his message ? a. Why should I? b. What's in it for me? c. Who cares? d. Dillon's target audience will likely ask all of these questions.
d. Dillon's target audience will likely ask all of these questions.
Which of the following is the best opening for an adjustment letter? a. Although our company policy prohibits cash refunds, we'll make an exception in your case. b. Thank you for your letter dated May 25 in which you told us that two of your espresso cups arrived broken. c. We are so sorry to hear that two of your espresso cups arrived broken. d. Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.
d. Enclosed is a check for $35 as reimbursement for the two broken espresso cups you received.
Which of the following transitions is best to clarify points? a. Additionally b. Consequently c. However d. For example
d. For example
What is the most accurate statement about infographics? a. Infographics are new form of visual aid that first appeared at the beginning of the 21st century. b. Creating an effective infographic requires advanced graphic design skills. c. Infographics are most appropriate on paper. d. Good infographics tell a story and help the reader make sense of large amounts of data.
d. Good infographics tell a story and help the reader make sense of large amounts of data.
Which of the following is the best statement to include in a goodwill message? a. You must be so excited. I remember how I felt when I finally earned my master's degree. b. Wow, you finished your master's. Awesome! c. Good luck in the future. d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.
d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.
Select the best closing sentence of a bad-news letter. a. Once again, we want you to know how sorry we are that we're unable to offer you the position. b. If you have further questions about this hiring decision, please call me immediately. c. We appreciate your interest in our organization, and we wish you the best of luck in your job search. d. We regret that we are unable to offer you the position at this time.
d. We regret that we are unable to offer you the position at this time.
The first step in writing a report is to __________. a. prepare a work plan b. implement your research strategy c. compose the first draft d. analyze the problem and purpose
d. analyze the problem and purpose
Instruction messages will be most readable if you divide the instructions into steps, list the steps in the order in which they are to be performed, arrange the items vertically with numbers, and ______. a. describe any alternative methods for these steps b. promise a successful outcome if the directions are followed precisely c. anticipate and explain any future problems d. begin each step with an action verb using the imperative mood
d. begin each step with an action verb using the imperative mood
The major differences between the direct and indirect strategies are whether you start with a buffer and ________. a. whether you apologize b. whether you address the reader by name c. whether you accept blame for the bad news d. how early you explain the reasons for the negative news
d. how early you explain the reasons for the negative news
When you are preparing a message that will refuse a typical request, you should first determine ____________. a. what type of organizational pattern to use b. when to deliver the bad news c. what type of correspondence to use d. how the message will affect the receiver
d. how the message will affect the receiver
When selling an idea to management, writers often are successful if they make a strong case for saving __________. a. time b. face c. paper d. money
d. money
When conveying negative news, you can minimize potential legal issues by avoiding abusive and careless language and ____________. a. proofreading your message at least three times b. responding to an issue within 24 hours c. sending a gift, coupon, or complimentary item to the individual d. providing no personal feelings or opinions in your message
d. providing no personal feelings or opinions in your message
As his company globalizes its business, Jordan faces cultural challenges related to differing ethical standards. To make ethical decisions across borders, Jordan should become more sensitive to the values and customs of other countries, find alternatives to government payoffs, and __________.
embrace transparency and conduct all negotiations as openly as possible
Melinda's organization has expanded into an Arab country, and Melinda expects her Arab colleagues will appreciate her work style: she doesn't waste time on coffee or social rituals before beginning the business portion of the meeting. Melinda's misconception is the result of _______.
ethnocentrism
Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message.
evaluating
By tradition, Asian businesspeople typically place a high value on ________
group decision making
When faced with an intercultural ethical dilemma, you should ask yourself if the action is legal, if you can rule out a better alternative, if a trusted advisor would agree, and ________.
if you would do it if you were on the opposite side
The future U.S. workforce is expected to _______
include more African Americans, Hispanics, Asians, and other minorities
In written communications with businesspeople in other cultures, it's wise to adopt local formats, use short sentences, and _______.
include relative pronouns such as that, which, and who for clarity in introducing clauses
By tradition, businesspeople in the United States typically place a high value on ________.
individual action and freedom
Mark just got off the phone with a prospective client and wants a permanent record of the conversation. To create a formal record that confirms the conversation and continues to build the relationship, Mark should prepare a(n) ______ and send it to his client .
letter
To improve communication among diverse workplaces, companies and individuals should _______.
look for common ground in shared experiences, mutual goals, and similar values
Digital media is an amplifier, which means that it tends to ________.
make extroverts more extroverted and introverts more introverted
Tolerance requires ________
practicing empathy
Writing for social media ________.
shines a close light on your writing skills and can affect your career
Communicators in low-context cultures _______.
tend to value individualism
Natalia is writing the opening for a business message that makes a routine request. She believes her request will be received positively; therefore, she should begin with __________.
the main idea
Based on their function, business reports usually fall into one of two categories: informational or analytical. a. True b. False
true
The first rule of e-marketing is to communicate only with those who have given permission. a. True b. False
true
Your primary goal in writing a sales message is to get someone to devote a few moments of attention to it. a. True b. False
true
A decision matrix is most helpful when there are a number of complex options to consider. a. True b. False
true. A decision matrix is a special grid that helps managers make the best choice among complex options. Designed to eliminate bias and poor judgment, decision matrices are helpful in many fields.
