BCOM Block One
Which of the following is an example of an effective reflecting statement?
"Is it fair to say that you think this is a reasonable suggestion for your company?"
Which of the following are examples of nonlistening behaviors?
1) "Me too" statements 2) Advice-giving statements 3) Judging
Which of the following are sources of psychological noise in interpersonal communication?
1) Emotions 2) Attitudes 3) Ideas
Which of the following statements about eye contact are true?
1) Those who achieve eye contact are more likely to build rapport and empathy 2) Differences can be resolved more readily when participants make eye contact
Which of the following are examples of judger statements?
1. "I am the only one here who knows anything about advertising, so there is no need to hear other opinions." 2. "This is how we will take care of this issue. I do not want to discuss it further."
Is it important to follow up in writing on decisions made during business phone calls? A - Yes, because many professionals need reminders about the decisions made in phone calls B - Yes, because professionals don't consider verbal commitments to be serious C - Yes, because professionals will not follow through on commitments unless it is in writing D - Yes, because a written follow-up improves the likelihoood that you will accomplish your shared objectives
1. A. - Yes, because many professionals need reminders about the decisions made in phone calls 2. D. - Yes, because a written follow-up improves the likelihood that you will accomplish your shared objectives
Which of the following are core principles in business communication?
1. Emotional intelligence 2. Interpersonal communication 3. Active listening
When group call participants spend the beginning of a call figuring out the technology, the meetings A - Are generally unproductive B - Are appropriate for building credibility C - Are usually productive and focused D - Need to be rescheduled
A. - Are generally unproductive
Which of the following is the best action to take when you need a basic question answer quickly? a - you should get the answer yourself, if you can do so without much effort b - you should text your colleagues and ask them to get you the answer right away c - you should send a mass email but make sure to keep the message brief d - you should ask your colleagues in person to get you the answer
A. - You should get the answer yourself, if you can do so without much effort.
The general name for the medium through which a message is transmitted is the A - communication channel B - mobile commmunication device C - task-messaging system D - electronic network
A. Communication channel
A feeling of --- indicates an obligation to meet the needs and desires of others.
Accountability
Which of the following statements about trust in businesses and business executives in the early twenty-first century is true?
Americans have historic low rates of trust of both businesses and business executives.
Dwayne works for a technology company.... interpret their silence?
As agreement
How does the public view businesses in the post-trust era?
As working against the best interests of the public
Jerome is talking to his boss..... Which guideline for providing advice did Blanca violate?
Avoid giving advice too soon.
Knowing which secondary audience might view a business communication, its author might need to
Avoid including some confidential content
Because of the neutrality effect, a business email recipient is unable to read the sender's A - Civility B - Emotional intent C - Negativity D - Feeler status
B. - Emotional intent
Tony has important decisions to make about the future of an employee, but before he can make those decisions he needs to get some accurate and truthful information from the employee on a sensitive issue. He needs to use a rich communication channel. Which of the following would best suit his needs? a - an email marked "urgent" b - face-to-face communication c - an instant-messaging conversation d - an interoffice memo
B. - Face-to-Face Communication
Why should sarcasm and jokes in workplace instant messages be avoided in most cases? A - Humor and sarcasm have no place in a professional organization B - They can be easily misunderstood or misinterpreted C - Colleagues generally do not have a sense of humor D - The work on a person who is sarcastic or jokes around will never be taken seriously
B. - They can be easily misunderstood or misinterpreted
In terms of communication in the near future, transparency is expected to remain the most important
Business ethic.
Average and poor business writers are more likely than excellent writers to focus on the ______ stage first. A - message B - reviewing C - drafting D - planning
C. Drafting
Chapter 16
Chapter 16
Chapter 5
Chapter 5
Willingness to exchange information is an example of trait based on
Character
According to anonymous surveys, a majority of graduate students in education, medicine, law, and business did which of the following to gain admittance to their programs?
Cheat
Perceptions of a person's adherence to personal and corporate values are mostly determined by the person's
Communications
Which of the following is the best way to accurately interpret nonverbal signals?
Consciously practice each day; learn to understand nonverbal signals from those who you frequently interact
In writing business messages, the planning stage focuses on ensuring excellent
Content
Because it is not a rich communication form, email is usually unsatisfactory for a - offering praise b - sending facts c - providing routine information d - sharing bad news
D. - Sharing bad news
Most effective business calls get to the point a - immediately b - after about five minutes of small talk c - when the conversation partner steers the call to the issues at hand d - within one to two minutes
D. - Within one to two minutes
A listener-centered approach to business writing includes a focus on A - limited input from others B - only the message C - your own thoughts and opinions D - learning and on others
D. Learning and on others
Dan's main priorities at his job are to keep projects and employees organized, productive, and on budget. Dan's motives would best fit which of the following motives in the motivational value system?
Directing
In an Ethics Resource Center survey, 82% of employees believed that top managers caught violating their organization's ethical standards would be
Disciplined in some way.
Cyber incivility can be defined as showing ___________ online.
Disrespect
Douglas is a business professional in sales. He has a new product to promote, and he believes the product will be very popular and in demand. Douglas knows that a number of companies would benefit from offering the product. To build connections with these companies, which approach should Douglas first take?
Douglas should try to reach the companies by the phone.
The listening-centered approach to communication is critical to
Effective writing
E-interruptions are defined as disruptions from _______________.
Electronic Messages
When Anna tells Jim that she thinks another employee has been reading his private e-mail, ..... This behavior would be a case of which of the following?
Emotional Hijacking
Chapter One
Establishing Credibility
Corporate values are the backbone of business
Ethics
The moral principles that steer the behavior of a group or an individual are known as
Ethics
FAIR Test
Facts 1. Checking your report 2. Avoiding exaggeration Access 1. Real motives 2. Asking customers 3. Providing data 4. Allowing expression Impact 1. Thinking about your ideas 2. Thinking of community Respect 1. Valuing others' opinions 2. Choosing words carefully
True or False: Minor acts of dishonesty and slight deviations from the truth are harmless and should be encouraged in business.
False
True or False: Over 70% of business employees trust their senior management and believe that their company leaders act with honesty and integrity.
False
True or False: When you are known for failing to live up to your promises to stakeholders, you have a reputation for good character.
False
True or false: the use of templates is mandatory in business messages.
False
Framing the primary message involves presenting the message
From an overall theme
In the business world, one of the most symbolic shows of friendship, camaraderie, hospitality, greeting, and shared purpose is the
Handshake
Colleagues and clients ---- persons they know care about them.
Have greater trust in
People with judger mind-sets often
Have their minds made up before listening to the opinions of others.
Sydney just started working in the marketing department for a major tobacco company. In her spare time she participates on anti-smoking campaigns. Which of the following statements about her personal values is true?
Her personal values do not align with the corporate values of her work.
In ---- relationships, others are more willing to give the benefit of the doubt.
High-trust
When solving business problems the first step is to A - clarify who is affected B - develop the solution C - analyze the problem D - identify the problem
Identify the problem
By thinking about how your communication will effect recipients, you are using the ---- component of the FAIR test.
Impacts
Physiological noise in communication consists of disruptions caused by
Impairments of a person's body or brain function, such as deafness or stuttering.
To make certain that a vital business is correctly or fully edited or proofread before being sent, it should be written
In a word processing program.
Chapter 2
Interpersonal Communication and Emotional Intelligence
When two people send and receive verbal and non verbal messages, this is called
Interpersonal communication
Which of the following questions should you consider when preparing to communicate with customers or colleagues?
Is trustworthiness or credibility key to the way I work?
The main reason that using a webcam for group calls is advantageous is because
It allows for rich conversations with nonverbal cues.
Which of the following best describes the clarifying aspect of active listening?
It involves ensuring you accurately comprehend what others mean.
How does Michael Hoppe define active listening?
It is "a person's willingness and ability to hear and understand"
Which of the following is true of asking solution-oriented questions?
It is difficult to keep a learner mind-set.
Which of the following if true of listening?
It requires more than simply hearing.
Bob attended a small-town high school and then worked at a department store. Which of the following persons will he most likely be able to communicate easily with?
Joe, who attended a small-town high school and then worked at a hardware store.
A listener-centered approach to business includes a focus on
Learning and input from others
In a business message, mixed signals come about when there is a conflict between signals such as tone and
Message content
The underlying, overall message that people get from a business communication is called the ________________ message of the communication.
Meta
During the message development process, business professionals should identify the_______________ their ideas clearly.
Objectives of
Business-message readers generally have a better reaction to an author who is seen as
Open to a variety of options and ideas
In order to make sure that you are really reflecting on and understanding what others are saying, you should
Paraphrase what you are hearing.
Active nonverbal communication is an essential part of
Pay attention.
One person is talking to another, but the words can barely be heard because of loud music playing in the background. This is an example of communication that is being affected by
Physical noise
A good reference would be
Professor you have had for several classes relating to your field.
Mary is having a bad day and is feeling sad at work. "That will never work" Influenced by
Psychological Noise
Leila is at a conference and does not know anyone, so she walks up to a group of people talking near the refreshments table in the hopes of breaking the ice and making some new contacts. What type of questions should Leila begin by asking?
Rapport-building questions.
Being able to manage interactions successfully by using your knowledge of your emotions and the emotions of others is known as
Relationship management.
Publicly traded companies must have an ethics code available to all employees because of the
Sarbanes-Oxley Act.
Self-awareness, Self-Management, Empathy, Relationship
Self-awareness 1. Self-Management 1. Empathy 1. Relationship 1.
How common is semantic noise in business conversations?
Semantic noise occurs in nearly all business conversations.
In active listening, restating what you believe the speaker;s major themes are in order to demonstrate your comprehensions of the conversation's main points and major direction is known as
Summarizing.
When writing a business message with an indirect approach, which of the following are presented first?
Supporting reasons
In interpersonal communication, the term "meaning" refers to
The idea of feeling that a speaker intends to communicate.
Which of the following is a characteristic of givers in business?
They are generous in their support of their colleagues.
Tracey has been a flight attendant for decades. She is working the main cabin but is accustomed to working the first-class cabin. She worked back-to-back flights and is tired. As the passengers board, Tracey notices several crying babies and many oversized pieces of luggage. Still, she pastes a smile on her face and nods to passengers who are good at reading nonverbal communication would likely interpret Tracey's smiles and nods in which of the following ways?
Tracey's smile is forced and not genuine
When civil servants take predictable actions and share related information with stakeholders, it is an example of
Transparency
True or False: Business messages can be strengthened to counteract issues concerning low credibility.
True
True or False: In recent years, employees of American companies generally view their upper managers as ethical.
True
True or false: a business message may contain content that, despite sound logic and well-argued points, will be disagreeable to some of its audience.
True
When people are credible, they have a reputation for being -----
Trustworthy
Part of paying attention means trying to
Understand everything said from the perspective of the speaker.
Which of the following is an example of a rapport-building question?
What did you think about the online sales tactics conference you attended?
Global cheating culture refers to
the widespread cheating that takes place in schools.
When composing important or controversial communications, you should spend time evaluating the best way
to be fair.
In terms of tone, which two of the following do readers respond to best? A - the projection of positivity B - the use of either/or logic C - the strength of analogies D - concern for others
1. - A. The projection of positivity 2. - D. Concern for others
Out of respect for message recipients, business professionals should ensure that all emails they send A - Are needed B - Are noncommittal C - Require action D - Are pertinent
1. A - Are needed 2. D - Are pertinent
Which of the following are appropriate ways to end business phone calls? a - thank you for taking the time to ... b - can we get a drink next time you are in town? c - I need to get to another meeting now d - I really appreciate your input
1. A - Thank you for taking the time to ... 2. D. - I really appreciate your input
What is civility?
1. A demonstration of personal character. 2. Respect for other people's dignity and importance. 3. An extension of emotional intelligence.
Which of the following is a common barrier to effective listening?
1. A short attention span 2. A lack of patience 3. A lack of self-awareness
Emails that are easy to read have which of the following features?
1. A subject line that clarifies the message. 2. Obvious labeling of document attachments.
Which of the following are typical consequences of copying too many people in a business email? a - confusion over responsibilities b - a rapidly increasing rate of response c - information overload d - watered down responsibility
1. A. - Confusion over responsibilities 2. C. - Information overload 3. D. - Watered down responsibility
Which of the following are constructive steps that can be taken to address workplace cyber incivility? A - Defusing B - Confrontation C - Reinterpretation D - Relaxation
1. A. - Defusing 2. C. - Reinterpretation 3. D. - Relaxation
Which of the following are effective practices for group calls? A - Following up with minutes and action items B - Having chat sessions at the open and close C - Using an agenda D - Getting each participant involved
1. A. - Following up with minutes and action items 2. B. - Having chat sessions at the open and close 3. D. - Getting each participant involved
Which of the following are the email features that can be a factor in the development of email chains? a - Forward b - Priority flags c - Reply to all d - Copy
1. A. - Forward 2. C. - Reply to all 3. D. - Copy
When email senders experience cyber silence, they commonly feel which of the following? A - Irritation B - Anger C - Sympathy D - Calmness
1. A. - Irritation 2. B. - Anger
If you do not get people interested and engaged in a group call right away, which of the following are likely to happen? A - Participants will start multitasking B- Participants will tune out C - Participants will begin taking notes D - Participants will exit the call
1. A. - Participants will start multitasking 2. B. - Participants will tune out
In a business environment, senders should compose emails with which of the following qualities? a - pertinent b - over detailed c - professional d - on point
1. A. - Pertinent 2. C. - Professional 3. D. - On point
Understanding the constraints of the audience of a business message means that the message should be crafted to A - provide value to the audience B - challenge the beliefs of the audience C - fit the resources available to the audience D - ask the audience to exceed its authority
1. A. - Provide value to the audience 2. C. - Fit the resources available to the audience
What qualities are valued for email by business managers who argue that emails should express no emotion? A - Task-based messages B - Humor C - Straightforwardness D - Empathy
1. A. - Task-based messages 2. C. - Straightforwardness
Which of the following could be considered flaming in emails? a - vulgarity b - affronts c - affirmations d - swear words
1. A. - Vulgarity 2. B. - Affronts 3. D. - Swear words
Which of the following traits are most closely linked with competence?
1. An emphasis on results 2. A focus on action
You can review resumes and cover letters by
1. Asking a professor to look them over for you. 2. Rereading them to make sure they accurately highlight your abilities and attributes. 3. Checking to make sure they convey your abilities and attributes.
Which of the following are benefits of recognizing the contributions of others in business messages? A - increased animosity B - better working relationships C - limits to future autonomy D - credit given in return on other projects
1. B. - Better working relationships 2. D. - Credit given in return on other projects
Which of the following are effects of cyber incivility in the workplace? a - increased company productivity b - decreased job contentment c - reduced capacity to reply to emails d - less dedication to the company
1. B. - Decreased job contentment 2. D. - Less dedication to the company
Which of the following are reasons email is not considered a rich channel and therefore best used only for certain types of business communication? A - Email needs to be thought out well B - Email is deficient in verbal cues C - Email does not have nonverbal cues D - Email cannot provide quick feedback
1. B. - Email is deficient in verbal cues 2. C. - Email does not have nonverbal cues 3. D. - Email cannot provide quick feedback
Which of the following are the effects of a positive workplace attitude? A - it curbs influence on clients B - it improves work performance C - it enhances creativity D - it provides motivation
1. B. - It improves work performance 2. C - It enhances creativity 3. D. - It provides motivation
Which of the following are characteristics of emails sent by low-morale business organizations? a - low use of nameless closings b - low use of greetings c - high use of recipient's names d - low use of polite closings
1. B. - Low use of greetings 2. D. - Low use of polite closings
Which of the following are qualities that facilitate the reading of a business email message? a - Placing the key points of the message in a well-written conclusion b -Putting the most important data at the beginning of the message c - Ensuring paragraphs are brief and no longer than about 50 words d - Keeping the message in one big texted block with all the key data in the middle
1. B. - Putting the most important data at the beginning of the message 2. C. - Ensuring paragraphs are brief and longer than about 50 words
Which of the following are designed to put message and shared content in one place to facilitate communication? a - reply emails in email chains b - wikis c - forwarded emails in email chains d - team blogs
1. B. - Wikis 2. D. - Team blogs
Which of the following factors impact a business executive's credibility? (Select all that apply.)
1. Being caring 2. Character 3. Competence
Which of the following are positive ways a transparent workplace can be created by a leader in business?
1. By listening to the concerns of others 2. By being reachable
Which of the following best explains why you should clearly end the texting exchange in workplace texts? a - to force the other person to stop texting b - to keep the exchange from remaining open on the work server c - to prevent the exchange from awkwardly dragging on d - to send signals that the exchange is complete
1. C. - To prevent the exchange from awkwardly dragging on 2. D. - To send signals that the exchange is complete
When a business professional writes an email to another business professional, which of the following qualities should be avoided to be respectful of time? A - Ordered structure B - Short paragraphs C - Mediocre writing D - Lack of clarity
1. C. - mediocre writing 2. D. - lack of clarity
Which of the following are gained by business leaders by when they recognize and show concern for others' needs?
1. Credibility 2. Trust
Which of the following are poor types of questions?
1. Cross-examination questions 2. Statements disguised as questions 3. Leading questions
Which of the following are the cornerstones of today's leadership, according to David Pottruck?
1. Culture 2. Character 3. Communication
Which of the following are abuses of honesty?
1. Deceiving consumers 2. Identity theft 3. Cheating in the classroom
Most business leaders believe that their primary responsibilities to their employees include which of the following?
1. Developing 2. Coaching 3. Inspiring 4. Mentoring
Writing effective messages in business helps
1. Drive collaboration 2. Boost productivity
Which of the following statements about communication technology are true?
1. Effective listening can be reduced if a person relies too much on communication technology. 2. Communication technology can be a barrier to effective listening. 3. New opportunities for people to communicate are regularly created by technology.
Incivility in the workplace can reduce
1. Employee job satisfaction. 2. The effectiveness of a company's leaders. 3. Employee loyalty to the company.
Describing incivility in retail stores, respondents in a survey said that
1. Employees often acted as if the customer were not there. 2. Customers often kept silent about the bad service they experienced. 3. Poor service often caused them to leave the store.
When acting with transparency, a company executive provides stakeholders with which of the following?
1. Financial figures 2. Basic facts 3. Business process information
When employees become targets of incivility in the workplace, they typically
1. Find a different job or seriously consider looking for another job 2. Reduce the amount of effort they put into their work. 3. Spend time worrying about how to handle the uncivil person instead of doing their job.
Which of the following questions demonstrates a learner mind-set?
1. How is this program beneficial? 2. How well does this new approach meet our goals?
Which of the following are examples of incivility?
1. Ignoring others 2. Intruding on the privacy of others 3. Failing to act with basic courtesy 4. Failing to acknowledge the efforts of others
In terms of ease of communication, credibility leads to
1. Increased willingness to cooperate. 2. Less likelihood of miscommunication. 3. Less resistance from others.
It is important to behave with civility in the workplace because
1. It demonstrates good character. 2. It indicates concern for others. 3. It sometimes calms a volatile situation.
Which of the following are barriers to effective listening that managers often face?
1. Lack of time 2. Internal noise
Credibility and trust can improve which of the following:
1. Leadership ability 2. Business communications 3. Business relationships
Sometimes people fail to reach the same understanding about what is being said. This can be caused by interference from which of the following?
1. Lifetime experience 2. External noise 3. Internal noise
People with high self-management tend to be optimistic. This means they are likely to
1. Look to the future instead of the past. 2. See failure as a learning experience. 3. Respond to a crisis by forming a plan of action.
People often feel disrespected at the workplace when someone
1. Makes insulting comments 2. Keeps glaring or displaying other unfriendly expressions. 3. Tells jokes about personal traits such as gender.
The frame of a primary business message should be which of the following?
1. Memorable 2. Short
In which of the following situations would an extroverted professional likely perform more strongly than an introverted counterpart?
1. Networking at a party 2. Speaking at a press conference 3. Making cold calls to potential clients
Which of the following statements about nonverbal communication are true?
1. Nonverbal communication is mostly understood subconsciously and developed instinctively. 2. The meaning of nonverbal communication is less precise than verbal communication.
The professional reputation of entry-level business people can be improved relatively quickly through which of the following?
1. Offering something of value to the work environment 2. Being conscious of strengths and weaknesses
Which are among Forni's recommendations for improving civility in society and the workplace?
1. Pay attention to small things. 2. Keep a positive attitude. 3. Slow down and be present in life.
When you coordinate tasks by email, you can show respect for the recipient's time by
1. Providing several possible slots for any meetings. 2. Clearly stating your availability. 3. Providing details about time frames.
Which of the following are types of effective, learning-centered questions?
1. Rapport-building questions. 2. Probing questions 3. Funnel questions
Which of the following are skills of active listening, as described by Michael Hoppe?
1. Sharing 2. Holding judgement 3. Clarifying 4. Paying attention
In interpersonal communication, noise is which two of the following?
1. Something that distorts the message being communicated. 2. Something that interrupts the message being communicated.
Which of the following are typical perceptions that readers have of a business message that includes exaggeration?
1. That the message is unbelievable 2. That the message lacks realism 3. That the message is overly grandiose
Emotional hijacking happens when
1. The brain perceives an incoming message as a threat. 2. The emotional part of the brain triggers a fight-or-flight response.
Which of the following are examples of physical noise in interpersonal communication?
1. The clatter of dishes during a conversation in a restaurant. 2. A scratchy, garbled cell phone connection. 3. Hard rain that prevents an athlete from seeing a coach's hand signals.
According to David Pottruck, which of the following developments are transforming twenty-first-century leadership?
1. The emergence of the internet 2. The need to create a compelling business culture. 3. The diminishing power of pension and benefit plans to keep employees.
In a deductive business argument, the essence of the message can be gleaned from which three of the following?
1. The first paragraph 2. The first sentences of supporting paragraphs 3. The last paragraph
Which of the following should be included in an effective signature block in a business email?
1. The sender's name. 2. Clearly presented contact information.
Which of the following are traits of great listeners?
1. They anticipate how a speaker thinks. 2. They give speakers their full attention.
Which of the following are true of leading questions?
1. They are used to lead others to your way of thinking 2. They are often seen as being dishonest.
Which of the following statements are true of poor questions?
1. They can put the listener on the defensive. 2. They often reflect a judgement mind-set. 3. They can lead to less listening.
Sometimes people are uncivil because
1. They do not care about how others perceive them. 2. They come from a different culture where their behavior is acceptable. 3. They are not aware how deeply their rudeness hurts others.
Why might business professionals fail to speak up after observing unethical behavior in their company?
1. They feel they should remain loyal to the company. 2. They believe the behavior is standard practice.
Which of the following are reasons that defensive comments tend to end listening?
1. They prematurely move attention from the speaker to the listener. 2. They lead to a reduction in trust and block a truthful exchange of information.
Which of the following are the goals of synchronizing body language with the person you are talking to?
1. To make the other person more comfortable talking to you. 2. To show empathy for the other person.
Why might a company as for confidentiality agreements from its employees?
1. To protect intellectual property 2. Because of copyright law
A good business communications textbook is designed to give readers which of the following things?
1. Tools to develop communication abilities over the course of a career. 2. Opportunities to consciously elevate their communication skill set.
People who are self-aware
1. Understand their own emotions as they occur. 2. Know what makes them feel various emotions. 3. Pay close attention to their internal states.
A person with good self-management skills will
1. Use both positive and negative emotions to meet goals. 2. Be aware of emotion as it is occurring and control it. 3. Exercising discipline to achieve long-term goals.
What are methods by which people can develop competence?
1. Watching 2. Study 3. Interning
The lack of civility by salespersons in a retail store can hurt the business because some customers
1. Will not tell employees about complaints that they have. 2. Will become angry and leave instead of purchasing merchandise. 3. Will fail to get the help they need to find the merchandise they want to buy.
Which of the following are traits that are based on good character?
1. Willingness to exchange information 2. Honesty 3. Ethical behavior
The most effective strategies for dealing with intense anger include
1. Writing about the feelings and analyzing them. 2. Reviewing the events rationally. 3. Temporarily stepping away from the situation.
You can create a sense of trust in others by adopting which of the following orientations?
1. You 2. We
Which of the following are reasons why you should take actions such as smiling, using hand gestures, and sitting up straight during business phone calls even though the other caller cannot see you?
1. Your nonverbal behaviors can be reflected in your voice. 2. Acting like you would if you were talking in person can carry through in a pleasant, clear voice.
To improve self-management, it is helpful to
1. avoid impulsive behavior that sabotages your ability to achieve goals. 2. keep most of your attention on improving and succeeding, not reliving past failures. 3. take time to relax and clear your mind.
Setting up the logic of the message consists of
1. identifying supporting points in the message 2. identifying the call to action
Emotional intelligence can often be improved by
1. writing in a journal 2. thinking about behavior and emotions. 3. using social gatherings to practice communication skills.
Which of the following are identified to help create solid business ideas?
3 out of 4
Nancy was both nervous and excited about her phone call with a client. Her enthusiasm was manifested in the phone call by fast and seemingly rushed talking. Which of the following is the most likely reaction fro the client? a - the client believed Nancy was late for an appointment b - the client believed Nancy was distracted c - the client thought Nancy was overly prepared d - the client felt Nancy was enthusiastic about the phone call
B. - The client believed Nancy was distracted
Ideally, business email writers should favor a ______________________ tone.
Balance between a formal and informal
Which of the following would be the most appropriate response to an instant message from a colleague that reads, "we need to reschedule tomorrow's meeting. it will be next Wednesday at 10 a.m. in the main conference room. I apologize for any inconvenience." a - i guess that will work! thx b - unacceptable! kidding. no problem. see you there. c - thank you for the update. i've noted the new date in my schedule. d - message received.
C. - Thank you for the update. i've noted the new date in my schedule.
work phone conversations are similar to ______, so you should consider sending an invitation with an agenda to your conversation partner. a - speeches b - job interviews c - meetings d - annual reviews
C. Meetings
To demonstrate a can-do attitude in a business message, the writer should use A - qualified statements B - a pessimistic tone C - realistic assertions D - exaggerations
C. Realistic assertions
The use of of a brief greeting in a business email and including the name of the email's recipient tend A - To generate discomfort B - To set interpersonal boundaries C - To create goodwill D - To lower morale
C. To create goodwill
In interpersonal communication, what does the term EQ mean?
Emotional Quotient
Understanding and relating to the needs of others is called
Empathy
Companies with --- employees tend to be more profitable than companies with ----- employees.
Higher engaged; lower engaged
AIM is a process for ---- the writing of useful business messages
Planning
If employees do not honestly communicate about business issues, it can lead to
Poor financial performance.
Marcie works at a large law firm and is an introvert. In which of the following situations would Marcie feel most comfortable?
Preparing documents to submit to the court.
Most people will judge a person's competence based on the person's
Previous accomplishments
Which of the following statements about workplace priorities is not true?
Priorities are more constant than values.
Quinn recounts a story about a time she was accused of misplacing some work files and how the situation escalated into a serious situation. Olivia had been through a similar experience. In which of the following ways should Olivia respond?
She should be careful not to draw attention away from Quinn's story to tell her own.
Being able to interpret and perceive the meaning of nonverbal communication through careful observation and examination is known as
Sight-reading
Which of the following happens in a team when team members use the phrase "our needs" is used instead of "my needs"
Solutions are developed that help everyone
In making a recommendation in the workplace, a business professional is
Taking a position
Which of the following views of listening is usually effective, especially in flat organizations?
That effective communication requires active listening.
Mike had some questions about a report.... Mike is most likely to feel which of the following?
That he is being judged by Barb