Bus Exam 3

What is an ineffective way to soften the blow of a bad news message

A direct message structure

In the post trust era, customers and clients view persuasive messages that contain simple language as

A display of transparency and respect

What component is most likely to be included in an appreciation message?

A statement of goodwill

Which component is most likely to be included in appreciation message

A statement of goodwill

While receiving a difficult performance review, a person with high emotional intelligence is most likely to

Accept the negative feedback

Which component of the FAIR tests, refers to the transparency of the motives and reasoning of the person delivering the bad news

Access

Which statement about apologies as accurate

All apologies are not necessarily good apologies

A manager is preparing a negative performance review for an employee who is productivity, is far below that of his fellow team members. Which question will help the manager determine if the draft review passes the impacts aspect of the fair test.

Am I doing what I can to provide appropriate opportunities to the employee

Tanya walked into her bosses office and made the following apology. I should not have yelled at you today when I found out that my trip was canceled I did a poor job of controlling my emotions. I'll do better next time. What component of an apology did Tonya failed to include

An expression of regret

What is the first step in the planning process for writing persuasive messages?

Analyzing the audience

How many employees ignore announcements because

Are broadcast to a large number of employees

It is important to ask colleagues to review persuasive messages, because persuasive messages

Are directed to people who resist your ideas products or services

The mom affect results when employees in an organization

Avoid sharing bad news because they do not want to be blamed

What is the main challenge the authors of routine messages have to overcome

Beaters receive so many routine messages that it is hard to catch their attention

At the beginning of her staff memo to announce a reduction in work hours Alisha wrote thank you for your continued support of the company, especially as we work to eliminate excess expenditures. What type of buffer did she use?

Complement

What types of messages are reserved for Major professional milestones

Congratulations

The degree to which the bad news message receiver can alter the outcome is referred to

Controllability

An employee who displays all touristic, nurturing, motivational values prefers to receive bad news that

Demonstrates concern and shows Goodwill

Harrison manages a group of product developers. He distribute a document with details on each of the task for an upcoming project which are then assigned to a specific team member. Which of the three components of setting expectations does this accomplish?

Describing responsibilities

In the context of developing persuasive messages, what is most likely to help you demonstrate a voice of competence

Developing strong ideas in the interest of your audience

Which action should communicators avoid when delivering bad news messages

Do you mean delivery of bad news opportunistically

Although it may soften the blow of a bad performance review, the sandwich approach to delivering bad news may also

Encourage poor performers

While riding a routine message, you should

Ensure the tone of the messages reader centered

In a bad news message, a buffer is a statement that is likely to be used to

Establish common ground

A human resource staff member is working on the primary message of a routine business email. How long should the primary message be?

Fewer than 10 words

To show your sincerity in an appreciation message, you should

Focus exclusively on the recipient

What Williams and Miller's decision making style aligns with someone who is risk adverse, and prefers to make decisions based on what has worked in the past

Follower

The first task of most persuasive messages is to

Gain the attention of the readers

What is the most expensive median for sending mass sales messages

Hard copy letters

What is the most expensive median for sending mass sales messages?

Hardcopy letters

Which question should you ask yourself to determine? If the bad news message you plan to send passes the facts aspect of the FAIR test

Have I gathered all the relevant information and examined various accounts of the same event

Which guideline is recommended for messages that Xpress sympathy

Henwright your expression of sympathy whenever possible

It is especially important to review persuasive messages, because nearly all of them are

High stakes communications

What is the best way to handle objections according to Michael Maslansku

I agree with the objections

Sarah is the team leader for a product development group. Recently one of his subordinates Kate suggested that the 15 member team celebrate a major mile stone by taking the afternoon off to go to play golf together at the company's expense. Sasha cannot approve this request since the teams budget for entertainment is not enough to pay for everyone. What should Sasha say to Kate, when he meets with her to discuss her proposal

I would be happy to listen to any other ideas you have about how to celebrate our teams achievement

Natalie hast to write a letter, denying a customers request for a free replacement on her two year old business laptop, which is past its warranty. What buffer statement is the most appropriate for her to use?

I'm sorry to hear that your laptop is no longer performing as expected

When writing a routine message, the primary message should appear

In the first sentence or two, and again in the closing, if the message is lengthy

Which statement accurately describes persuasion in the post trust era

In the post trust era, persuasion is becoming increasingly difficult

In the model for mass sales messages called AIDA, "I" stands for

Interest A attention I interest D desire A action

Talya has a performance review scheduled with her boss at the end of the week. She is aware that she left some important data off her last report and is anxious that now her boss doesn't like her. Tallia, however, remind herself that her job performance isn't related to whether or not her boss likes her and she looks forward to asking for suggestions on improving her performance. This means that Tallia.

Is reframing her thoughts to foster a constructive conversation

What is the advantage of front loading a routine message?

It makes it easier to get the reader's attention.

What is the foremost requirement of an expression of sympathy?

It must be sincere

Which aspect of bad news relates to the probability of the bad event occurring

Likelihood

When Garrett found out that two of his coworkers with whom he often socialized we're going to the charity event, he agreed to go to his behavior, illustrates the principle of influence known as

Liking

What is an effective way of delivering a negative performance review

Link performance to consequences

When you reduce the confidence and positivity in your message, you run the risk

Making your ideas seem weak or unexciting

Matthew needs to inform his employees that they will not receive a bonus this year to help the company survive a recession. If Matthew communicate this bad message in an invasive in misleading manner it will likely.

Negatively affect his credibility

Chris is the owner of a company. After losing two of his biggest customers he hast to cut back on hours of his employees. He sent them an email with the subject line a change to our shift links and says how they are not getting as many orders. Now that they're two best customers have left. As a result, the length of each shift will be reduced by 90 minutes. Chris closes by expressing the hope that ours can be expanded again if they get a new customers in the next few months. What mistake did Chris make that could leave his message recipients feeling disrespected

Not delivering the message in person

Lance, writes a note his boss apologizing for not having the most recent analysis with him at the morning meeting. At the end of the message, he promises that he will not let that happen again. The promises example of.

Offering commitment

An employee is looking for a call league to give feedback on a persuasive message she has written. Which colleague would be the best choice

One who made resist in the same way as the employees audience

What is the most appropriate tone for persuasive messages?

Positive

Which statement about choosing attention getters for persuasive messages is accurate

Posting a testimonial is a good attention, getter, particularly for external messages

Failure to set expectations in a business message will most likely lead to

Professional disappointments

A message is said to be indirect when it

Provides the rationale for a request before making the request

What will help you reduce skepticism once you have described your solution

Providing a strong rationale

What will help you reduce skepticism once you have described your solution

Providing a strong, rational

Trevor was recently promoted and he tells his new team they will meet soon to discuss coordination. What does this entail?

Providing guidelines, for how employees should communicate and cooperate with one another

What is an effective way to write procedures and directions?

Put the different steps in a numbered list

When you describe your own role and responsibilities to your direct reports, they are more likely to

Realize that you and they are mutually accountable

In order to encourage participation in a walkathon, the organization arranging the event, offers a free T-shirt and water bottle to all participants. Which principle of influence is being used.

Reciprocation

Which of Cialdini's principles of influence involves repaying people for what they have given us

Reciprocation

Bryce is trying to persuade his coworkers to participate in the company stair climb that raises money for the local Children's Hospital. The most effective persuasive argument he can use is an argument that

Relates the stairclimbing to their need to feel good about themselves

Which person best exemplifies, setting measurable and realistic expectations

Renada tells James and machine operator to reduce the amount of defective parts. He produces by 40%.

The marketing manager sent an email to the team asking if they could meet on Tuesday to discuss the project. This message is an example of.

Request

Which component of the FAIR test relates to the question am I giving enough information to bad news recipients for them to respond well

Respect

Which type of message probably requires the least amount of time for planning and reviewing

Routine message

What is an accurate statement about developing routine messages?

Routine messages need to be reviewed

A manager hast to deliver a negative performance evaluation to Susan a sales rep. During the meeting the manager first, thanks Susan for her organization of the reception area, then he discusses her habitual lateness with weekly reports. Finally, he ends the review with an expression of Goodwill. In this situation, the manager is applying the.________ approach for delivering the bad news message

Sandwich

When Millie heard, there were only a limited number of tables available for the event she made sure to sign up quickly. Her behavior illustrates the principle of influence known as.

Scarcity

Mallory provides each member of her team access to a Google dock that indicates when every aspect of the project is due. The assignments for each team member are shown in a different color. Which of the three components of setting expectations has Mallory completed

Setting deadlines

Which statement accurately describes the active setting expectations for others

Setting expectations directly tied to your ability to foster interpersonal trust in the workplace

Which aspect of bad news indicates how serious are detrimental a bad news messages

Severity

What is a characteristic of a strong routine message

Short paragraphs

Sam was sure that sales were down at his company because the warehouse refused to use the new tracking system in spite of the data that showed the warehouse was actually keeping on top of orders. He yelled at the warehouse manager during a meeting telling him to fix the problem now. Sam's decision making style is that of a

Skeptic

Aaron, the head of human resources at the Dad group hast to deliver a negative performance review to Micha. What is the best teaser statement for Erin to use in the subject line of her bad news email

Some feedback on your recent performance

Which element is usually found in a set of directions, but not in a set of expectations

Step-by-step instructions

Margarita is writing a brochure to explain the benefits of buying fruit from local farmers at the farmers market rather than from chain grocery stores. What information will most likely make her brochure effective

Stories about local farm families who participate in the farmers market

What is an example of a bad news message that is characterized by low severity and high controllability

Telling an employee that her performance needs improvement or she will be fired

The junior data analysis reported to her boss that sells had to decline 30% over the previous three month period. The boss told his manager that sells seemed lower than usual recently. The manager reported to the executive team that the sales team needed to increase their productivity in order to meet the same goals as prior quarters. what is this chain of messages an example of

The mum effect

Why is efficiency one of the primary goals when sending routine messages?

The volume of routine messages high

Veronica responded to megs idea by saying that's a really good idea but it won't work in this situation. Veronica's response demonstrates.

Token appreciation

Research on sail craft Corp. revealed that the company shows signs of the mama fact. As a result sail craft is likely to.

Underperform year after year

Camille and the rest of the team don't think Eduardo's product idea will sell and Camille needs to tell him the committee has rejected his idea. To deliver this bad news effectively in writing she should.

Use a simple design for her message

Which statement accurately describes the use of you voice in persuasive messages

Using that, you voice forces you to personalize the message for your readers

Recognizing others needs, wants ideas and preferences as legitimate and reasonable as known as

Validation

Which statement accurately describes appreciation messages

You should begin your appreciation messages with an expression of thanks

The writing style of your persuasive messages should be

action-oriented and lively.

Compared to delivering bad news in person, delivering bad news in writing

appears more callous and impersonal.

Most sales messages contain a(n) ________; one of the most common is price.

central sales theme

To show your sincerity in an appreciation message, you should

focus exclusively on the recipient.

External persuasive messages often

focus more on promoting products and services.

Typically internal persuasive messages, focus, mostly on

logical appeals

What is most likely to damage the credibility of the author of routine messages?

overly general messages

A person who has to deliver a bad news message should gather as much information as possible from a variety of sources to reduce the

probability of making subjective judgments.

If your audience is emotionally resistant to your solution, a good practice is to

provide the rationale before making the request.

Yes-but statements are one of the most common forms of

token appreciation

The AIDA model of mass sales messages is aimed at getting potential customers to think

"I want this product or service."