Eng 302
Which of the following statements has a you-attitude?
"After a class at Serenity Yoga Studio, you'll feel relaxed and refreshed."
What business communication would be appropriately handled via text message?
An appointment reminder from a dog-grooming company
Which strategies build credibility?
Being specific Being reliable Being factual
What are the basic rules of etiquette for business communication via telephone calls?
Call at a time that is convenient for the recipient. Speak slowly and clearly, especially when giving your name and telephone number. Respond promptly to voicemail messages.
When one thing causes or produces another, what is the interaction called?
Causation
What term describes whether a goal can be accomplished within the allotted time?
Feasibility
Which of the following is the best example of appropriate language for talking about a person or persons with a disability or illness?
Federal laws provide certain benefits for persons with an intellectual disability.
Which characteristic is typical of unsuccessful teams?
Few team members actively participate.
What are new technologies that can help communication among team members?
File-sharing platforms Team wikis Video conferencing
Which of the following are aspects of popular corporate culture in the twenty-first century?
Flexible work arrangements Health insurance Wellness programs
A common failure in communication happens when the listener becomes too emotional. What is the listener likely to do at that point?
Focus on framing a reply instead of listening to the speaker.
What type of report typically includes a title page, a table of contents, and an executive summary?
Formal
What are the benefits of using demonstrations in a business presentation?
Helping people remember what was said Using drama to prove points Teaching a process
After you have identified the needs that may motivate your audience, what should you do?
Identify the objective features of your product or policy.
When has a message failed?
If you did not get what you wanted out of it
What is a general guideline for talking or writing to someone outside your organization?
If you don't know the person well, use a courtesy title.
Who provides financial support after considering a business plan?
Investors
What is the just-world phenomenon?
It is a thing
Which of the following is not one of the basic criteria for effective messaging?
It's complicated.
What should be avoided in writing effective proposals?
Jargon Acronyms
What is document cycling?
Revision of a document among multiple people
Which part of a grant proposal articulates a problem and its solution?
The goal statement
Which is the most important information to include when writing a statement of need?
The underlying issues
What is the most common use of Gantt charts?
To show the schedule for work completion
What are ways to help build goodwill?
Trust Bias-free language You-attitude
When is it best to speak to a colleague face-to-face instead of sending a text message or email?
When a paper trail would be unwise When negotiation will be required When you are forging a relationship with someone who welcomes the visit
Which of the following is an example of an informative presentation?
Work training session
watchdog audience
an audience that has political, social, or economic power and that may base future actions on its evaluation of your message
A general guideline for talking about people with disabilities is to use people-_______language.
first
feedback
response you get
Organizational Culture
the values, attitudes, and philosophies shared by people in an organization that shape its behaviors and reward structure
Which of the following is a guideline for using positive emphasis for presenting options to an audience?
Focus on options that do exist for the audience over other options that might be limited in some way.
What protocol should be followed during a face-to-face visit with a colleague?
For a discussion about a complex topic, bring any relevant paperwork.
When writing a response to a request for proposal (RFP), what format should you use?
Formats specified in RFPs should be followed exactly.
Who is most likely to feel comfortable when speaking to someone who is standing very close?
French, Italians, and Arabs
What are characteristics of desirable tone for business writing?
Friendly Polite Confident
Which of the following describes the ideal tone of business communication?
Friendly and businesslike
What are common reasons an international business without global agility might flounder?
Offering products that are popular at home but not in other cultures Failing to realize that a product already exists in other countries Miscommunicating due to poor language translation
What are specific areas in which you should be careful to avoid sexism in your messages?
Pronoun use Courtesy titles Job titles
What is the most helpful style for proposal writing?
Positive language that emphasizes benefits for everyone involved
What are the most common types of business communication?
Positive messages Informative messages
How can a company make the best use of Twitter to communicate with the public?
Post tweets that promote the desired narrative about the company.
What are common ways people use LinkedIn for business communication?
Posting resumes and responding to job openings Joining alumni organizations and industry groups Recommending workers who have specific skills and expertise
What are techniques for creating positive emphasis in a message?
Presenting any negative information as briefly as possible Focusing on what the audience can do rather than on limitations Giving a reason for any negative information
What guidelines should be followed when organizing information in a report?
Process what you have learned before presenting it. For large amounts of information, group the information into categories. Set expectations early for the audience, and then follow through with them.
What is the name commonly given to a written document that suggests a procedure for instituting a new practice or taking on new work?
Proposal
How should proposals be submitted?
Proposals should be submitted in the format requested by the recipient.
What elements are part of you-attitude?
Protecting the audience's ego Respecting the audience Seeing things from the audience's point of view
What does the Equal Employment Opportunity Commission (EEOC) define as sexual harassment?
Offensive comments about a person's sex Requests for sexual favors Unwelcome sexual advances
When developing a solution to a business communication problem, what needs must be considered?
Psychological needs of the people involved in the situation Needs of the organization
On which issues is it most important to get expert advice before writing legally binding proposals?
Tangible results Budget
Which of the following statements are true about trust in business?
Trust is a vital element of goodwill.
What is the protocol for writing email subject lines?
Use a different subject line when a new topic arises during a string of exchanged messages
Which are important steps in constructing tables?
Use columns to facilitate comparison. Use shading to separate rows. Use commonly understood figures.
When composing a business communication for Twitter, what should you remember?
Use enough words to make the message clear.
How should you organize an electronic document that will be used as a specific guide?
Use headings. Provide appropriate contact information. Use key words.
Why is smiling more prevalent in the United States than in Japan?
When interpreting emotions, Japanese focus on the eyes more than the mouth.
Intercultural Competence
the ability to communicate sensitively with people from other cultures and countries, based on understanding of cultural differences
empathy
the ability to put yourself in someone else's shoes, to feel with that person
primary audience
the audience that will make a decision or act on the basis of a message
secondary audience
the audience who may be asked by the primary audience to comment on a message or to implement ideas after they've been approved
gatekeeper
the audience with the power to decide whether your message is sent on to other audiences
salutations
the greeting in a letter, for example 'Dr. Miss Smith'
Channel
the physical means by which a message is sent, written channels include emails, memos, letters and billboards. Oral channels include phone calls, speeches, and face-to-face conversations
For influencing behavior, persuasion is more effective than ______ in the long run.
threats and punishment
Compared to an individual writing a document alone, a collaborative writing team typically needs more ______ at all stages of the process.
time
The implied attitude of the communicator toward the audience is called ______.
tone
What are the main points of a chronological progress report?
what work remains work that has been completed
The Dodd-Frank Wall Street Reform and Consumer Protection Act protects ______ from employer retaliation.
whistle-blowers
Conventions
widely accepted practices
nonageist
words, images, behaviors that don't discriminate against people based on age
nonracist
words, images, behaviors that don't discriminate against people based on race
To avoid sounding selfish, benefits should be phrased in
you-attitude.
In written business communication, which of the following are accepted ways to avoid the use of the sexist generic pronoun he in the sentence, "When an employee needs assistance, he should call immediately" (meaning that the employee should make a call).
"When employees need assistance, they should call immediately." "When you need assistance, you should call immediately."
umbrella sentence or paragraph
A sentence or paragraph listing in order the topics that following sentences or paragraphs will discuss
Which of the following are questions you can ask to make sure your communication is ethical?
"Does this message include all the information that my audience needs?" "Is this message organized in a way that will be easy for my audience to understand?" "Does this message acknowledge the sources I used?"
A co-worker has left Jeremy to complete an urgent research project alone. Jeremy is in a bad mood by the time it is finished. He decides to notify his colleague by leaving a voicemail message. How should he word the message?
"I finished the research and am sending you an email with all the information."
Which of the following is an example of "you-attitude"?
"I understand that this change of plans has a direct impact on you."
Which question helps determine whether the presenting problem is the real problem?
"If this were solved, would I be satisfied?"
Which of the following statements made in an internal email could cause legal problems for a corporation?
"If you deposit this sum into my offshore account, I won't be taxed on it." "Let's not hire her. I don't want to hire a woman for this team."
What are idiomatic phrases that should be avoided in business communication with people who are from countries other than the United States?
"It's on my radar." "Stay on top of things." "Shoot me an email."
The hospital you work for has recently experienced a spike in bacterial infections on one floor, which the hospital believes has been spread by poor handwashing techniques. The hospital posted signs to alert visitors at the entrance to the floor. Which of the following is an example of an ethical communication to hospital visitors?
"Rates of bacterial infections increased 7% on this floor. Help us reduce the rate of bacterial infections by washing your hands."
You are writing the employee handbook for Serenity Yoga Studio. Which of the following statements adapts the benefits to the audience of yoga teachers?
"Serenity Yoga Studio is a popular studio among people who live in the neighborhood, and your yoga classes are sure to be full." "At Serenity Yoga Studio, we offer yoga teachers complimentary access to our meditation studio and spa." "Serenity Yoga Studio offers yoga teachers 30% off meals at the vegetarian restaurant next door."
Impersonal Expression
A sentence that attributes actions to inanimate objects, designed to avoid placing blame on a reader.
When presenting a great deal of information, break it down into ______ categories.
3 to 7
While Americans tend to view an apology as taking responsibility for a mistake, how do the Japanese view an apology?
:An expression of regret
What should be included in the first paragraph of a classroom proposal?
A brief summary of the project's purpose
What term best describes a proposal written to raise money to open a chain of mobile espresso stands?
A business plan
What helps prepare the recipient of a negative message to more readily accept the bad news?
A clear and convincing reason
What is the Mercator projection?
A commonly used map of the globe
Which corporation has a formal corporate culture?
A corporation that requires its employees to wear professional business attire each day, such as button-down shirts and ties
Low-context Cultures
A culture in which most information is conveyed explicitly in words rather than being inferred from context
polychronic cultures
A culture in which people typically perform a number of tasks at the same time and place a higher value on nurturing and maintaining social relationships than on punctuality for its own sake.
What should be included in the statement of needs section of a grant proposal?
A description of the people who will benefit from the project A specific description of the problem the grant will help solve
If you are doing a presentation about how underwater volcanic activity helps build islands, what is likely to be your most useful visual aid?
A drawing
Liam is designing a website that allows visitors to click on volcanoes around the world and see what devastation they would cause if they erupted in various directions. This is an example of what?
A dynamic display
When customers complain to a business, what do they usually want?
A genuine attempt to resolve the problem Evidence that the company is paying attention
What type of data display is set on both a horizontal and vertical axis?
A line graph
What should be included in an agenda?
A list of topics Time allotment for each item The sponsor or introducer of each item
An animal shelter wants to increase its rate of pet adoption. Given what you know about the benefits of emotional appeal, which approach is most likely to achieve this goal?
A mass mailing with stories about the temperament and background of animals awaiting adoption
What is a demographic characteristic?
A measurable feature that can be counted objectively, such as race
Which elements are typically featured in a strong conclusion to a presentation?
A memorable final thought A review of the presentation's main content A reinforcement of the primary message
positive or good news message
A message to which the reader's reaction will be positive
The Home Depot building supply chain asks its packaging company to submit a proposal for changing to biodegradable bags. What kind of proposal is it seeking?
A noncompetitive proposal
What is a cover letter?
A one-page summary of a long proposal
psychological reactance
A phenomenon occurring when a person reacts to a negative message by asserting freedom in some other arena
What is a psychographic characteristic?
A qualitative rather than quantitative feature, such as personal values
Myers-Briggs type Indicator
A scale that categorizes people on 4 dimension; introvert-extrovert; sensing-intuitive; thinking-feeling; and perceiving-judging
After you have shown that your organization is best equipped to do the work to solve the problem, what is the next step in writing a good proposal?
A schedule for completing the work
What are the best options for a business that has decided to develop a website?
A social media-hosted site, such as a business page on Facebook A standalone website operated by the company itself
What should be the opening of a claim or complaint written in a direct way?
A statement of the problem
passive voice
A verb is in the passive voice when the subject of the sentence is acted on by the verb.
What is another term for an executive summary?
Abstract
On what is effective persuasion based?
Accurate logic Emotional appeal Credibility
Which of the following is a demographic characteristic?
Age
Gina is writing a performance review of an employee who needs to improve. Based on vague observations of the behavior, she has reached assumptions that might be incorrect. What does she risk by including those assumptions in her review?
Alienating employees Missing actual solutions Providing grounds for legal action
What should be included in an informative or positive business communication?
An explanation of how the message might benefit the recipient An upbeat and forward-looking ending that generates goodwill Answers to the audience's questions, including details, clarification, and background information
What is the best technology for delivering business communication?
Depends on the situation
Except for short notes, what is typically included in a transmittal attached to a business communication?
An explanation of what the document is A list of actions the sender and recipient should take next A summary of the main points in the document
Which two elements are fundamental to a good proposal?
An idea about the solution to the problem A clear statement of the problem
What details typically appear at the end of a letter of recommendation?
An indication of whether you would willingly rehire a person An overall evaluation of the person
What type of business communication elicits a neutral response from the person who receives the message?
An informative message
What is it called when a team approves a long list of items as a collection instead of individually?
An omnibus motion
What is the "Executive Summary" portion of a business plan?
An overview of the main points in the proposal
Which of the following can be used to help grab the audience's attention during a speech?
Analogies Props Video clips
Which elements might you find in the body of a report?
Analysis of the causes of a problem Supporting evidence Possible solutions to a problem
What attention getters are most often used during the opening of a presentation?
Anecdote Question Quotation
How should a speaker address a question about something that has already been explained in the presentation?
Answer the question without embarrassing the questioner.
What section of a report contains additional materials that the audience might want to see?
Appendices
How should you organize your information when dealing with a reluctant audience?
Approach the subject indirectly.
What sort of deadlines are audiences apt to ignore?
Arbitrary
When should a team begin soliciting feedback on its work?
As soon as decisions have been made and are being implemented
What is the easiest way to determine if your audience has any objections?
Ask them directly.
Even within the same country, what sort of difficulties are likely to arise because members of a team come from diverse backgrounds?
Assuming that conflict within the team is caused by prejudice when other factors are actually the problem Misinterpreting someone's emotions because of factors such as gender and status Feeling confused or insulted by different ways people express friendliness
Which elements might be included in the introduction to a report?
Assumptions Purpose Methods
Where is the call to action placed in a typical classroom proposal?
At the end
Where is the goal statement generally placed in a grant proposal?
At the end
What are common ground rules for teams?
Attend meetings and come prepared. Encourage everyone to speak and listen with respect. Focus on the issues and refrain from personal attacks
What is the overall term for the various readers of a proposal?
Audience
What are effective methods of building emotional appeal?
Audience focus Psychological description Storytelling
Which reports offer information plus some analysis?
Audit Annual Payback
Which audience includes the "read-only" people?
Auxiliary audience
Which of the following are elements that contribute to a strong oral presentation?
Avoid confusing content. Organize content in a digestible way.
Which of the following are ways to communicate with an audience that opposes what you have to say?
Avoid statements that may cause the audience to became angry at you. Begin your message highlighting the values that you and your audience have in common.
What is the least effective strategy a team can use when making a business decision?
Base the decision on the opinion of the person who speaks the most.
Lena knows that her message to an audience can build goodwill beyond the wording of her sentences. What can she do to create goodwill with content?
Be complete in what she says Be prepared to answer the questions her audience might ask Be clear in explaining why her message is important to the audience
What is the most effective way to achieve global agility?
Be open to new ways of doing things.
Why is it important for teams to consider dissenting opinions?
Because choosing among various alternatives forces the team to examine the rationale for each one Because the original idea might not be the best one
Why is using an intrinsic motivator in a message generally better than using an extrinsic motivator?
Because there are just not enough extrinsic motivators Because extrinsic motivators can make people less satisfied
Which field of study has determined that people frequently act in a predictably irrational way and not always in their own best interests when making decisions?
Behavioral economics
What type of gestures typically work well during a presentation?
Big hand motions Confidently pacing the stage
Which action is most likely to make customers think that a company is benefiting at their expense?
Blaming a problem on "company policy"
An informal report will likely have which component?
Body
What steps are part of the standard problem-solving process?
Brainstorm solutions. Identify the task and available resources. Measure alternatives against the criteria.
What is the term given to the creative search for ideas?
Brainstorming
What is the usual first step in writing a proposal?
Brainstorming
How can you gather feedback from an audience during a presentation?
Build a group discussion into your presentation. Pay attention to body language.
What are effective strategies for a team working on a business project?
Build trust through participation and active listening. Acknowledge the work that each member is doing throughout the process. Make major decisions as a team instead of assigning them to individuals or subgroups.
How can benefits be best proved in a message?
By explaining benefits in detail By offering sound logic for benefits
What are ways in which organizations can boost positive psychology for their employees and make them happier?
By facilitating social support, such as mentoring, for employees By providing employees with challenging work By allowing employees to make decisions that affect their work
What are the most common ways to organize a progress report?
By recommendation support By chronology By task
What is the name given to visual elements that are unnecessary or deceptive?
Chartjunk
What are some ways of ensuring that you use quality data in visual displays?
Check to make sure your data are complete. Confirm that your data source is reliable.
What are two of the most common negative messages?
Claims Complaints
What are sources of trust?
Clear communication Honesty Delivering on commitments
If you feel you have good reason to alter a photograph, what is an important next step?
Clearly acknowledge the alteration
Which factors are important parts of ethical visuals and data displays?
Clearly visible labeling Accurate data Disclaimers about unknown information
What is the focus in a monochronic culture?
Clock time
Which might be part of a Gantt chart about a work project?
Colored bars Notations about progress reports
Of the various patterns for organizing information in a report, which one is most commonly used for recommendation studies?
Comparison/contrast
Which of the following are common patterns for organizing information in a report?
Comparison/contrast Functional SWOT analysis
How are proposals described when they vie with each other for resources?
Competitive
What is the general term used to describe bids for the construction of a new office building? Multiple choice question.
Competitive proposals
How can you best succeed as a team member?
Complete your share of the work on time or make other arrangements before the deadline.
What materials are commonly found in appendices?
Complex tables Questionnaires Interview transcripts
When revising the first draft of a collaborative writing project, what elements of the document should the team evaluate?
Content Style Organization
What should be included in a strong opening to a presentation?
Content preview Statement of purpose Attention getter
hat is the general name given to commonly accepted ways of using graphics and visual images?
Conventions
Which of the following statements about conventions in business communications is true?
Conventions help people produce and understand different kinds of communications.
What section of a business proposal weighs the pros and cons of the plan?
Costs and benefits
What is the best way for a company to maintain goodwill and a positive image online when all other attempts to resolve a viral customer complaint have failed?
Create positive search results to counter the negative message.
Which aspect of persuasion is based on the way an audience responds to the person who is the source of a message?
Credibility
What is the term for editing a photo by trimming its edges?
Cropping
Jayla is 25 years old and enjoys listening to the most current pop music at work, but two of her coworkers want to play only country music popular during their youth in the 1960s. What is causing the disagreement about which radio station they will choose?
Cultural diversity
Joaquin was born and raised in California. He recently moved to New Jersey, where he sometimes finds it difficult to understand people's values and beliefs. Which of the following best describes what Joaquin is experiencing?
Cultural diversity
How could you adapt a printed table for a presentation?
Cut out a row of data. Convert a chart to a graph. Round off data.
What does the primary audience do with your message?
Decides whether to accept your recommendations or act on the basis of your message
What is the first step in writing a report?
Defining a report problem
After showing a problem exists, what is the next step in writing a proposal to solve it?
Demonstrate urgency about solving the problem now.
What are the defining characteristics of intercultural competence?
Demonstrating effective listening and speaking skills Thinking and behaving in a way that leads to respectful relationships with people from various cultures Cultivating a neutral, international perspective
Which approaches help ensure that an audience will comply with a deadline?
Demonstrating the authenticity of the time limit Explaining that a prompt response will save time or money Showing the cost of delaying action
What financial information is important to potential investors as they consider a business plan?
Details on how income will be produced Estimated early income A five-year financial forecast
Oral presentations are particularly useful for what purpose?
Developing emotional connections
What are some of the most common negative behaviors that sabotage the success of a team?
Dictating how things will be done and preventing others from participating Refusing to participate and skipping meetings Distracting from the task at hand and making numerous jokes
What is the only type of business writing that requires beautiful, elegant language?
Direct mail
Which sources are used during primary research?
Direct observation Surveys Interviews
Which statement best characterizes the attitude of native Korean speakers toward direct statements?
Direct statements are rude.
Polite orders are appropriate to use when communicating with which group?
Direct subordinates
Jane works for a company that values hard work, clocking overtime hours, and an upbeat, positive attitude at all times. What is the set of values, attitudes, and philosophies that governs Jane's company called?
Discourse community
Which type of interview asks questions based on written documents provided by the interviewee?
Discourse-based interview
What behavior would be the most positive way to contribute to the success of a team?
Discuss interpersonal conflicts in the team and try to resolve them.
Which of the following is not part of the process of developing a solution to a communication problem?
Distribute the first draft of your message so the problem can be handled immediately.
How should several people prepare to make a presentation as a group?
Divide topics among group members. Coordinate visuals among all members of the group. Practice the presentation as a group.
Which of the following is a general guideline for creating you-attitude with your audience?
Don't talk about feelings.
What problem-solving process involves brainstorming ideas and recording them on pages placed on a wall?
Dot planning
Which of the following should you do before finishing your business communication, whether it's a text, an email, a report, or any other form of communication?
Double-check names and numbers. Edit your draft.
When a business assigns a team to complete a collaborative writing project, what should be included in the planning of it?
Due dates for each segment of the project The organization, format, and style of the document Analysis of the audience and purpose of the project
When an audience is likely to have a strong objection to a request, what is the best way to deal with the objection?
Early in the message
According to the Direct Marketing Association, which major marketing channel has the highest return on investment?
What is the main medium used for business communication in the United States?
Which of the following are common costs associated with communications for organizations?
Email storage Document cycling Paper
What is usually the best strategy for persuading an audience to want to honor a request?
Emotional appeal
When asking co-workers to pledge money for her daughter's school walk-a-thon, Rosa mentions that her daughter is dedicating her effort to the memory of her recently deceased grandmother. What strategy is Rosa using to persuade her co-workers to donate?
Emotional appeal
Which tools are the most important when analyzing an audience?
Empathy and Common sense
What should be the main focus of a progress report?
Emphasize the best details. Explain the value of your work.
What is a primary drawback of using social media for business communication?
Employees spend too much time on social media sites.
Which of the following are examples of psychographic characteristics?
Enjoys an outdoorsy lifestyle, Is career focused
positive psychology
a branch of psychology that studies how to help people thrive
How can a team produce the highest quality writing in a collaborative project?
Everyone collects the information and the best writer composes the entire document.
What are desirable qualifications for anyone seeking a career with an international corporation?
Experience living in other countries Multicultural awareness Proficiency in foreign languages
What style points are recommended for reports?
Explain acronyms and abbreviations. Avoid the word "you." Use a formal writing style.
If the audience for your report is likely to be critical of your findings, what should you do?
Explain your findings in a persuasive way. Provide substantial evidence.
What are incorrect statements about teamwork?
Face-to-face meetings are a waste of time. Direct contact among team members is ineffective. Frequent turnover of team members does not affect the success of the team.
True or false: A good presenter should focus on making visuals and data displays as artistically pleasing as possible.
False
True or false: Most business plans fail because their planners thought too small.
False
True or false: Noncompetitive proposals are limited to much smaller projects than competitive proposals.
False
True or false: Product reviews are a reliable web source for a report.
False
True or false: Providing a vast amount of information in the body of a direct mailing increases its effectiveness.
False
True or false: With chronological reports, you need to list only the work you have done.
False
Which of the following words might spark a negative emotional reaction for some people?
Fundamentalist Criminal Feminist
If it's impossible to meet the needs of all audience members, whose needs should be met first?
Gatekeeper
What is the first step of solving a business communication problem?
Gather knowledge and brainstorm solutions.
What are recommended guidelines for making language nonracist and nonageist?
Give someone's race or age only if it is relevant to your story.
Which criteria are signs of a reliable website?
Gives both sides of a controversial issue Was written by credible authors Provides current data
Which of the following practices establish a you-attitude with customers when communicating about their order?
Giving the purchase order number when the customer is a large store Indicating the content of an individual's order Making a specific referral to the order
"The purpose of my presentation today is to introduce you to the incredible cleaning power of OxyBrite All-Purpose Scrub" is an example of what type of purpose statement?
Goodwill building
What is one of the most important tools for funding nonprofit organizations?
Grant proposals
What technique can help patterns in data become clear?
Graphing
What two colors should be avoided because some people cannot tell them apart?
Green and red
______ is occurring when a team expresses agreement at all times and considers no dissenting opinions, even when evidence indicates the team has reached an incorrect conclusion.
Groupthink
Chuck is working on a collaborative writing project with his team at work. They have divided the project into smaller tasks, with each team member completing one task. What is the main difficulty of this approach to collaborative writing?
Hard to coordinate
Paul, a lawyer who was raised in New York, and Haruto, a manager who was raised in Japan, are part of a team. What personal difference are they likely to encounter as their team negotiates business deals?
Haruto will spend time developing relationships while Paul will focus on obtaining a signed contract.
What is the best way to detect errors remaining in a document after it has been run through a spell checker?
Have at least one human proofread it.
What does putting the refusal in the same paragraph as the reason achieve?
It deemphasizes the refusal.
According to Geert Hofstede's cultural dimensions, how would the United States be rated?
High masculinity Low uncertainty avoidance High individualism
India's caste system places people on unequal social levels. How would that be noted on Geert Hofstede's index of cultural dimensions?
High power-distance
What type of bar chart uses images as part of its design?
Histogram
Which of the following is not one of the five questions for analysis of a business problem?
How can I avoid assigning blame to myself or others?
Which questions can help you empathize with and analyze your audience?
How will the audience initially react to my message?, Which positive aspects of the message can I emphasize?
Which type of question asks people to imagine what they would do in a specific situation?
Hypothetical
Which of the following statements best illustrates a you-attitude?
If you have worked for the company for five years or more, you are receiving a 5% raise.
What are the three sources of credibility in the workplace?
Image Relationships Expertise
In many cultures, when are people likely to expect a large amount of personal space?
In Asia, northern Europe, and North America In mixed group featuring both sexes In mixed group featuring individuals of various ages
What personal information would be appropriate on a business card in specific countries?
In India, include your graduate degrees. In Russia, include the founding date of your company.
What is considered proper body language in various countries?
In Japan, sitting quietly In the Middle East, refraining from pointing your finger at someone Among Arab men, holding hands
What does a smile imply in various cultures?
In the United States, smiling varies regionally. In Thailand, smiling creates harmony and a pleasant atmosphere. In Germany, smiling is usually reserved for genuine joy and close relationships.
What types of eye positioning are considered rude in various cultures?
In the United States, staring In Nigeria, prolonged eye contact with a superior Among Arab men, avoiding eye contact
How can the subject line of an email be written to catch the reader's attention and increase the chance that the message will be opened?
Include good news in the subject line. Use specific, concise, and catchy language. Make the message look easy to handle.
Executive headhunters are seeking to hire people with bicultural fluency or experience in which countries?
India, China, and Brazil
In business proposal budgets, what is the term for expenses such as retirement and health insurance for employees?
Indirect costs
According to research, what do job applicants prefer in rejection letters?
Indirect phrasing of the refusal Greater length An alternative offer
What type of visual informs the audience about a specific topic, using a combination of text, pictures, and color?
Infographics
What characteristics are important for success as an intercultural communicator?
Interested in learning about other cultures Aware of beliefs and values within his or her own culture Sometimes willing to adapt to the behaviors and preferences of others
Which of the following channels has shown an increase in usage in recent years?
Internet
Even after Widgets Inc. resolved a problem with a customer who was injured while using one of its products, people continued to discuss the incident on social media. How should the company respond to these further public references to the problem?
Issue a public statement that the problem has been resolved.
What types of issues are best adapted to explanation through maps?
Issues that are tied to geographical region
In a speech at work, Shelby opens with a startling negative fact, and later she uses a startling positive fact in her closing. Why is this an effective technique?
It brings the presentation full circle. It imparts psychological integrity to the presentation.
Which is true of photo editing software?
It can produce images convincing enough to fool experts.
What are general characteristics of bias-free language?
It complies with the law. It includes all audience members. It helps sustain goodwill
Which of the following statements is true about revising a message for creating you-attitude?
It does not change the basic meaning of the message.
What is an accurate description of LinkedIn?
It is a work-oriented social media site where professionals can connect with each other.
Which statement shows positive emphasis?
It is always possible to improve upon your message.
What is the purpose of a transmittal message?
It is attached to a document to explain what the document is.
What role does the budget play in a business proposal?
It is often essential.
What is a drawback to having apps installed on employees' smartphones?
It is tempting to contact the employee too often outside of business hours.
What are the benefits of communication via email?
It provides a paper trail. It allows the reader to deal with the message at a convenient time. It saves time and money.
When delivering a negative message, what are the benefits of offering the audience an alternative?
It provides audience members another way of getting what they want. It indicates that an organization prioritizes the audience.
What is generally true about the emotional effect of color?
It varies from culture to culture.
What types of email should be kept to a minimum in a business setting?
Jokes Anything long, trivial, or irrelevant Personal information
Which of the following are the four dichotomies that the Myers-Briggs Type Indicator uses to show personality differences?
Judging-Perceiving, Sensing-Intuition, Introverted-Extraverted, Thinking-Feeling
Which statement about communicating to multiple audiences with different needs is accurate?
Keep the core message consistent.
In European countries where people greet with a kiss, what is the proper etiquette?
Kiss the air near the right cheek, then the left.
During a fully integrated group presentation, what is essential for all members?
Know the subject well.
Which description characterizes a business that intends to develop social media accounts but has yet to do so?
Lagging behind the current standard
What does the online tool Prezi use as a presentation tool?
Large canvas
How could a person who speaks only English improve communication with people from other countries?
Learn to speak at least one other language. Refrain from culture-specific references. Study foreign cultures.
Which is true of computer software used in creating visuals and data displays?
Learning to use visuals software may help you get a job. You can begin with a simple program.
How should you approach proposal deadlines?
Leave plenty of time to take care of last-minute details.
During an oral presentation, what should the speaker do?
Leave the room lights on during a slide show. Look at the audience more than your notes. Face the audience, not the screen displaying your visuals.
Which techniques are useful for resolving conflict?
Look for unspoken needs that might be the actual problem. Make sure that there is a disagreement, not simply a misunderstanding. Examine the accuracy of information that people are using as the basis for their arguments.
Which visual displays are best suited to emphasizing and comparing locations?
Maps
Which visual tools are most helpful in presentations focusing on location?
Maps
How can a communicator emphasize positive aspects of the message to an audience?
Mention good news at the beginning of the message. State how your message benefits the audience.
Which tool is helpful for analyzing the personalities of individuals you know?
Meyers-Briggs Type Indicator
According to the work of Benjamin Jones, why is the majority of the best research performed by teams, not individuals?
Modern problems are complex and individuals tend to have only a narrow field of expertise.
Why do most businesses need various sales strategies, not just a website, for their marketing efforts?
Most first-time visitors look at only the first screen of the site. Customers seldom visit a site if the business is not well known. Customers usually spend less than two minutes visiting a website.
When faced with a skeptical audience, it is best to focus your presentation on what kind of ideas?
Most interesting
Which components are typically featured on a report's title page?
Name of the person or organization presenting the report Name of the person or organization receiving the report Release date
Which type of speech structure uses a chronological format that is moved along by character, plot, and setting?
Narrative
What business communication strategy uses emotion to help employees notice, understand, and remember information?
Narrative stories
What are the benefits of using videoconferencing for business communication?
No postponing a meeting due to delayed flights Instant connection to colleagues worldwide Cheaper than traveling to meetings
What are the three kinds of visuals and data displays?
Tables Figures Photographs
For which groups are grant proposals a major source of funding?
Nonprofit organizations
Which characteristics are typical of high-context cultures?
Nonverbal communication is highly important. Social relationships are emphasized.
If you anticipate that the recipient of your message will read the document outside the office, what steps can you take to make the document easier to read?
Number the steps. Include a good amount of white space.
To be persuasive, what must you overcome in your audience?
Objections
What step should you take when writing a legally binding proposal?
Obtain legal and financial counsel.
What type of question is "How do you feel about the schools in District 191?"
Open
What type of question does NOT confine the subject to any specific type of answer?
Open question
What techniques can help a speaker prepare to remain calm during a presentation?
Organize your thoughts. Have a backup plan for any technical difficulties. Avoid drinking alcohol.
When team members are revising a collaborative writing document, what revisions should they consider?
Organizing the document in a different way from what was planned
Which of the following is inclusive language designed to connect a speaker to his or her audience?
Our problem
What is required to persuade an audience whose initial position is negative?
Overcoming an objection
What format criteria should be observed during the writing of a grant proposal?
Page count limitations Type size Double spacing
How can a person avoid listening errors due to cultural misunderstanding?
Paraphrase what the speaker has said and ask if that summary is correct. Avoid stereotyping. Verify actionable items, particularly who will do what next.
What is the term for putting someone else's ideas into your own words?
Paraphrasing
What are the benefits of using social media for business communication?
Participation in social media is relatively inexpensive. One message can reach thousands of people at a time. Social media allow employees to post blogs and profiles.
According to research from MIT, which factor is likeliest to determine the success of a team?
Patterns of communication
Which group is the most resistant to change?
People who have already made up their minds
What are common ways that some cultures differ from the United States in their attitudes about time?
Perceiving time in blocks that are longer than five minutes Numerous meetings and telephone calls to complete negotiations in a leisurely way More flexible schedules and deadlines
What are the characteristics of a polychronic culture?
Performing multiple tasks at the same time Seeing various people about different things during the same appointment Focusing on relationships
Oral messages are often the easiest way to accomplish what purposes?
Persuade the audience through emotion Resolve a conflict Focus attention on specific issues
Why is it important for businesses to understand the national culture of a country when attempting to gain compliance in that country?
Persuasive techniques do not always translate well between cultures.
Which element of style is most helpful in producing successful proposals?
Persuasive writing
Which visual displays are best suited to showing a realistic depiction of an object or process?
Photographs
Why have companies outsourced to Poland?
Poland is conveniently located. Workers have access to required resources. Workers with specific skills live there
What should someone from the United States bear in mind when writing a business message to someone in a high-context culture such as Japan?
Politeness is important. Some aspects of the communication might need to be phrased indirectly. The recipient might take longer to respond.
What flaw in communication is a major reason why a corporate businessperson may have a less successful career than his or her peers?
Poor listening skills
After getting passed over for a promotion, Yuri starts working on his personal website during work hours to get back at the company. In this example, What is Yuri demonstrating?
Psychological reactance
What elements would be included in an informative report?
Purpose and scope section Chronological account Introductory paragraph
Which of the following are basic principles of organizing information?
Put good news first. In general, put the main point or question first. To persuade a reluctant audience, approach the subject indirectly.
What are guidelines for justifying negative information for positive emphasis?
Put negative information in the middle of the message. Link negative information to an audience benefit. Justify negative information by giving a reason for it.
In speaking to her department, Joanna wishes to avoid issuing blame when reporting bad news for which they may be responsible. Which of the following statements could help her maintain you-attitude in this situation?
Quality control measures uncovered several defects in the department's products. The personnel on the assembly line may be asked to reevaluate one of the manufacturing steps. Several defects were found in the products the department produced.
When individuals receive a message they believe is important, they are more likely to do which of the following?
Read it. Act on it.
What should be included in the introduction to a proposal?
Reason for proposal Statement of proposal Importance of action
What is the term for an argument or logic that you offer in making your case?
Reasoning
Which of the following are extrinsic motivators?
Receiving a promotion from your supervisor Being praised by a colleague
When giving bad news to a superior, what should subordinates also try to do?
Recommend a solution.
What type of report evaluates two or more alternatives and advocates for one of them?
Recommendation
Which of the following words should be avoided if you need agreement or approval?
Red flag words
Which of the following is not an intrinsic motivator of bicycling to work?
Reducing carbon emissions
As Noah is giving a public presentation, someone asks a question. Noah does not know the answer, What are his best options?
Refer the question to an expert in the room. Ask if anyone in the audience knows the answer. Promise to try to find the answer and bring it to the next session.
How should references to visuals be handled in a written report?
Refer to every visual as close as possible in the text.
In a photograph of a large building, what is the term used to describe a person who is included to give a sense of size?
Reference point
What are the rules of etiquette regarding cell phone use during a meeting or when speaking with a colleague?
Refrain from multitasking while speaking to someone. Refrain from visiting social websites during meetings. Set the phone on vibrate.
How can a team use active listening to reduce conflict?
Refrain from preaching. Pay attention to the feelings of your team members. Listen with the intent of understanding the speaker instead of formulating a reply.
What characterizes the communication style called you-attitude?
Taking the viewpoint of the audience
What are some of the most difficult negative messages to write?
Rejections and refusals Layoffs and firings Disciplinary notices
To avoid misunderstandings, what is the best way to handle gesturing in an unfamiliar cultural setting?
Rely on precise speech instead of gestures.
What are some of the most effective ways to respond to criticism and discover what the critic actually wants?
Repeat in your own words what the critic said. Buy time with limited agreement. Inquire about the critic's feelings.
What are the wisest actions when setting up a budget in a business proposal?
Request everything you need. Explain all costs.
What elements are part of an effective statement of need?
Research into past approaches Clear and logical description
How can a businessperson improve intercultural communications?
Research the culture and history. Learn the basics of the metric system. Learn some basic words in a foreign language.
Brittany's new job will require her to interact with people from a foreign country. As a businessperson, how can she demonstrate sensitivity to their cultural beliefs?
Research the culture before engaging in communications.
Since audiences in other cultures might be motivated by different writing styles than U.S. audiences, how should a person prepare before composing international business communications?
Research the target audience and its culture.
What are common techniques for avoiding the use of sexist generic pronouns, such as he and his?
Revise to omit the pronoun Use plurals Use pronoun pairs
In what ways do organizations communicate their culture to newcomers?
Role models Advice
When featuring data in a presentation, which is best to use?
Rounded numbers
Tone of voice can express which of the following?
Sarcasm Confidence Sincerity
At his office in Saudi Arabia, Abdul receives an email from a business associate in the United States. The message says, "I will arrive tomorrow, and you can give me your report then." Abdul is offended by the direct wording, the use of the pronoun "you," and the lack of mention of his family. Why does this annoy him?
Saudi Arabia has a high-context culture.
How should a person practice before delivering a public speech?
Say the words aloud, in front of a mirror or your family.
How can new technology help team members communicate more effectively?
Scheduling and assignments Virtual meetings Integrated project management
Which component of an introduction identifies how broad an area the report surveys?
Scope
What type of research retrieves information that another person gathered?
Secondary
What types of physical touch during business interactions are common and acceptable in certain cultures?
Shaking hands every time a business colleague is encountered throughout the day Friends holding hands Hugging and shoulder patting
Tim wrote a technical report and submitted it to his superior, Diane. The report was written poorly. How might Tim's report waste Diane's time?
She has to spend time trying to understand it. She may have to rewrite it herself or find someone else to.
According to Chip and Dan Heath, which ideas have the most lasting effect on people?
Simple Emotional Concrete
What is the role of the "gatekeeper" in your reading audience?
Someone who decides if a proposal goes on to other readers
Which is the best definition of a story in a visual presentation?
Something that occurs or is altered by the facts presented
What do the most useful performance reviews feature?
Specifics
How should numbers be handled in written reports?
Spell out numbers at the beginning of sentences. When numbers are in parenthesis, set them off at the end of sentences or clauses.
How should a positive or informative business message be organized?
Start with a summary of the main points, preferably emphasizing any good news.
What technique helps resolve conflicts by assuming you-attitude?
Statements that use the word "I"
Nevaeh, who is Hispanic and the manager of a small business in Missouri, has hired a Jewish sales clerk. She frequently asks the new clerk to explain why famous Jewish politicians and celebrities behave the way they do. What mistake is Nevaeh making?
Stereotyping
When meeting with an employee to tell him he is being laid off, a manager first lets the employee know about the company's generous severance package and presents the employee with a personal letter of recommendation. This is an example of the manager doing what?
Structuring a negative message to create a positive feeling
In addition to their primary purpose, progress reports provide an opportunity to do which of the following?
Suggest new ideas. Identify potential problems. Improve your image.
In addition to describing an opportunity or a problem, what must a good proposal do?
Suggest some action to solve the problem
Which type of abstract outlines the logic of the report, including the thesis or recommendation and its proof?
Summary
What should a complaint or claim include?
Supporting facts Identifiers
What elements would be appropriate to include in a report's appendix?
Survey questionnaire Interview transcripts Complex tables
Jess is about to embark on a business trip to Ecuador. What should she do before she leaves the United States?
Teach herself to say "Please," "Thank you," and other basic phrases in Spanish, Ecuador's main language. Research Ecuador's culture and history Learn about the social conventions that govern conversation in Ecuador.
What factor typically motivates members of a collaborative writing team to produce a better final document?
Team loyalty
In business, why is it sometimes best to work as a team instead of individually?
Teamwork increases creativity. No single person should be responsible for the possible failure of a high-stakes project. Some jobs are too big for one person to handle alone.
What is the best technological medium for discussing urgent matters, quickly clearing up misunderstandings, and making decisions that must be resolved immediately?
Telephone call
A company is in financial trouble and is considering layoffs. What should the company do with this information?
Tell employees immediately and solicit their help in finding solutions.
Cynthia is a real estate agent. While showing a house to a client, she realizes that she needs her assistant, who is working from their office, to look at the listing for the house and tell her how much property tax the owners paid in the previous year. Cynthia wants to continue showing the house to her client while her assistant retrieves the information. What form of business communication would be the most efficient and appropriate in this situation?
Text message
What is the greatest risk associated with an ill-conceived response to a negative message?
That it will go viral
You are creating a social media advertisement to announce the opening of Serenity Yoga Studio. Which of the following are objective features that you might mention in your ad that meet the needs of prospective customers?
That the locker room has showers That the studio offers inexpensive classes compared to the local competition That there are certified and experienced yoga teachers.
A fund-raising message sent to new donors mentions that the average first-time contribution is $25.00. To achieve its goal, this message makes use of what?
The anchoring effect
Ethnocentrism
The assumption that one's own culture is the norm and the tendency to view differences in other cultures deviates from that 'norm'
A good report problem meets what criteria?
The audience for the report is real. The problem is worth solving. There is sufficient data to document the severity of the problem.
Even when a negative message makes the audience unhappy, what assurance should the writer be communicating?
The audience has been taken seriously. The decision is fair and reasonable.
What is the primary outcome of crafting a complete message?
The audience has enough information to act on the information received without asking further questions.
Answering an audience's questions and overcoming their objections occurs in which part of a sales or fund-raising message?
The body
Which part of a report is typically the longest?
The body
Why would it be objectionable for a hospital brochure to have every picture of a doctor be a man and every picture of nurse be a woman?
The brochure would be sexist in implying that doctors need to be men. The brochure would be sexist in implying that nurses need to be women.
What is generally the most closely scrutinized portion of a business proposal?
The budget
What should a U.S. businessperson bear in mind when writing a message to someone in a foreign country?
The business relationship might be more important than the contract. The other person might not believe that a written contract is binding. Queries might need to be phrased indirectly to avoid hurt feelings.
What are some of the weaknesses of pie charts?
They limit the number of items that can be compared. They make it hard to see subtle differences among sections. They require the reader to measure area within a circle.
What is the first thing to think about when writing a sales proposal?
The client's main concerns
When choosing a method for delivering bad news, what are the most important considerations to bear in mind?
The corporate culture The degree of surprise involved The severity of the message
After a collaborative writing team finishes revising the first draft of a business document, what typically happens during the editing stage?
The document is run through a spell checker. One person checks the entire document for errors and consistency. One person proofreads the entire document.
Marshall wants to create positive emphasis in the message he is sending to a client. Which statement should Marshall choose?
The enclosed literature describes our new coffee roaster, together with various types of customization we offer.
Which sentence is the strongest writing for a progress report?
The final proofs arrived a week early, so we will be able to send the book to print ahead of schedule
What is a recommended guideline for choosing bias-free photos and illustrations in a communications piece?
The general impression from all the pictures suggests diversity is normal.
tone
The implied attitude of a writer toward the subject and characters of a work
According to John Long, what is the basis of most controversies about altered photographs?
The intent to create a deceptive image
What should be included in a summary of a conference or meeting with a client?
The main actions to be taken or perceptions to be changed An umbrella paragraph stating what will be featured in a subsequent report Details to support the author's conclusions
What should you remember when using email for business communication?
The message might be overlooked and never read. Expecting a response within an hour or two might be unrealistic. The message should be carefully written because it might be forwarded.
What aspects of a team are typically critiqued during feedback?
The performance of the entire team The procedures of the team The performance of individual team members
Who would typically make the best leader of a team?
The person who can balance several aspects of leadership
What are the characteristics of a guided discussion?
The presentation is interactive. The speaker serves as a facilitator. They generally produce more of a response from the audience than other types of presentations do.
In a business proposal, what is the outline of necessary steps to be taken to solve the problem or explore the opportunity?
The project plan
Solange wants to create positive emphasis in the message that she is writing about a department expenditure. Which statement should Solange choose to avoid using negative words?
The purchase of the server met the upgraded specifications, and the cost was only 4% above the amount budgeted before the specification change.
True or false: Most U.S. organizations use first names for everyone in the organization.
True
What is one problem associated with using a neutral subject line?
The recipient might ignore the message.
Which persuasive strategy is most likely to be effective when you expect an audience's decision to be based on emotion rather than logic?
The sales pattern
Which of the following demonstrates the communication style called you-attitude?
The staff members at a store's returns counter are trained to go the extra mile to make sure customers leave satisfied.
After submitting an application to a business, how is a person most likely to interpret a form rejection letter?
The writer put little consideration into the person's application.
When planning the timeline for a collaborative writing project, what factor should the team consider?
The writing style of each member
Why are infographics useful?
Their visual elements make the audience more likely to remember them.
Which is true of using line graphs in data displays?
They are easy to interpret.
Which best describes the role of visuals and data displays in rough drafts?
They are helpful in gathering and understanding facts.
What is the most important feature of dynamic displays?
They are interactive.
Why is it important for superiors to be open to receiving negative information from subordinates?
They are more likely to hear about problems at an early stage.
Which of the following are true about probes?
They are used to keep the interviewee talking. They attempt to get information on certain aspects of a topic.
Which is true of three-dimensional graphs?
They can be confusing and misleading.
What advantages do drawings have over photographs?
They can be designed to show only what is needed. They can show locations that are difficult to access.
What are the primary criticisms of forced (or stack) ranking performance reviews?
They encourage cutthroat competition among team members. They result in the majority of employees receiving mediocre reviews. They lead managers to deliberately hire weak performers.
Which statement reflects recent findings about the functionality of performance reviews?
They have no effect on the performance of most employees.
Which of the following are accurate statements about a watchdog audience?
They have political, social, or economic power and will base their future actions on what your message says.
How do visuals enhance a presentation?
They heighten emotional impact. They help with organization. They create a professional image.
When employees experience rudeness in the workplace, how might their reactions affect the company's bottom line?
They might put less effort into their work. They might quit their jobs. They might produce work of lower quality.
What characteristics are typical of the most successful teams?
They monitor each member's progress. They meet frequently.
What are characteristics of stories used to build goodwill in a business communication?
They often use emotion to help put facts in a context. They are usually no longer than one or two paragraphs. They are narratives, not fiction.
How should a business address customer complaints that have been expressed online?
They should be discussed offline. The business could post a telephone number and invite the customer to call.
What collaborative writing teams tend to produce the best documents?
Those that encourage members to voice disagreements
In a business presentation, how many points should be addressed on each PowerPoint slide?
Three to five
How is organizational culture learned?
Through imitation and observation
An audience is most likely to be aware of and share objections that involve what?
Time and money
Which are typical components of a formal report?
Title page Executive summary Appendix
What is the main goal when communicating bad news to clients or customers?
To achieve clarity and goodwill
When NOT offering an apology, what is the purpose of offering an explanation for a problem?
To avoid looking negligent
What is the best use of a truncated graph?
To compress information when the audience is familiar with the basic data set
When you seek to build you-attitude, when is it appropriate to talk about your feelings?
To congratulate To offer sympathy
How are the software programs Excel, Numbers, and Open Office used to create visuals and data displays?
To create graphs and tables
What are the best uses for a bar chart?
To demonstrate relationships between items To compare data over time To make comparisons between two or more items
How do visuals function in a final version of a presentation?
To emphasize, clarify, and condense
What would be a good reason to use a two-part title on a report?
To enable electronic searches among numerous reports from one organization
What is the purpose of including audience benefits in a message?
To encourage the audience to follow or comply with your message To overcome an audience's opposition to your message
Which are the best reasons to use visuals in a rough draft of a report or presentation?
To ensure that all important facts are covered To help envision the relationships between items of data
Why should a positive or informative business communication focus on the benefits to the audience?
To establish goodwill between the audience and the sender
What is the purpose of making eye contact during a speech?
To force you to look away from your written speech To establish a connection with individual audience members
What is a benefit of looking at audience members during a presentation?
To gather feedback
What is the primary purpose of a persuasive message?
To have the audience act or change beliefs
What is the primary purpose of a sales, fund-raising, or promotional message?
To have the reader act by ordering the product or sending in a donation
What is the best use of tables in a data display?
To highlight specific numbers for the audience
In terms of business communication, why is it sometimes more useful to make a telephone call than to send a text message?
To imbue the message with nonverbal cues such as voice inflection and pace To make immediate contact
What are the goals of writing a proposal?
To implement a new project To be accepted to do the work on a new project
How do businesses use email most effectively to communicate with customers?
To improve public relations, for example through holiday greetings To announce new products and discounts To confirm and track orders
Jabir needs to communicate that the store policy for returning laptops is only one week, even though some customers would like to wait longer. Which statement best allows Jabir to make use of positive emphasis?
To keep our laptop prices low and make sure you are happy with your laptop purchase, we give you up to 7 days to return it for an exchange or refund.
Why is it imperative for a business to have some kind of website?
To maintain a competent image To control the company's image and narrative To provide customers with information they need
What are the SECONDARY purposes of a negative message?
To maintain a positive image of the communicator and the communicator's organization To eliminate future communication on the same subject in the hope of reducing work for the sender
What are the PRIMARY purposes of a negative message?
To maintain as much goodwill as possible To have the audience understand and accept the message To convey bad news to an audience
What is the best use for a pie chart?
To make a comparison between sections and the whole
Why make your document visually inviting?
To make the document easier to understand To create goodwill
Why are U.S. movie studios rejecting scripts that would be popular in the United States and some Walmarts selling live fish?
To make their products more attractive to customers in other countries
When communicating information to others, what is the goal?
To persuade them to put it to use To convince them of its quality To persuade them to remember it
Why is it important to handle customer problems privately rather than on a public forum?
To protect customers' personal information
Why is it important to choose the appropriate technology for delivering an informative or positive message?
To shorten the response time To meet audience expectations To reach a larger audience
For what business communication purpose would a company establish a focus group on Facebook?
To solicit customer comments about company products and services
What is one of the most important functions of visual displays?
To tell a story
What is the main purpose of summarizing a visit with a client or events that happened at a conference?
To tell the company what it should do next
To understand and analyze a communication situation, why is it recommended to ask yourself "What's at stake--to whom?"
To understand the needs of your audience
How do businesses use Facebook to communicate with customers?
To unveil new products and services To describe events and business activities To offer discounts and incentives
Why is it wise to practice a presentation out loud?
To work on moving the speech from one point to the next To reduce the number of filler sounds used To concentrate on the emotions you wish to express instead of just thinking about the words
Which aspect of a written message is of particular importance when you want readers to feel that you have taken their requests seriously?
Tone
What is the downside of fast and easy business communication like text messages and email?
Too many messages become overwhelming.
What should be included in the work schedule section of a proposal for a student research project?
Total time estimated for each aspect of the project Expected date of completion for each activity A chart or calendar showing work dates for all activities
What is the best way to avoid bias toward someone who is different from you?
Treat each person as an individual.
What is the guiding principle of etiquette?
Treat people with respect.
True or false: A discourse community is group of people who share assumptions about what topics to discuss and how to discuss them.
True
True or false: Among American teams, voting is a more popular decision-making process than building consensus.
True
True or false: Direct mail imitates the word choice and rhythm of conversation.
True
True or false: Many companies use social media to create goodwill with customers and clients.
True
How should customer complaints be handled?
Use social media to turn unhappy customers into loyal customers. When agreeing to resolve a complaint by offering a benefit, say so in the first sentence of the message. Listen and attempt to resolve the problem.
In regard to business communication, how should email messages be written?
Use standard spelling and capitalization.
How should conflict be handled when a team is working on a business project?
Use the conflict to solve problems. Use the conflict to encourage creativity.
How should you approach an audience that views visual data displays as a waste of time?
Use visuals only when necessary.
In positive situations, which of the following guidelines helps your message maintain you-attitude?
Use you more often than I.
What contributes to a letter of recommendation being seen as weak?
Using general positives Focusing on minor points
Which of these gestures should you consider modifying if you wish to maintain goodwill and communicate clearly with individuals from other cultures?
Using the "okay" gesture, placing finger and thumb together to create an "o" shape. Waving your arm to signal hello or farewell. Giving a thumbs up to signal approval or "go ahead".
Which statement best represents the style of a successful proposal?
Using the procedure outlined, we can solve this problem by the end of the year.
What are ways of creating you-attitude?
Using the pronoun you more often than I in positive situations Referring specifically to a customer's request or order Talking about the audience instead of about yourself
Which of the following practices can help Viola apply organization in her message to create goodwill in her audience?
Using the same grammatical structure for each heading in her message
What has recently become a popular and efficient way to present information about the stock market?
Using visual elements such as size and color
What is the first step in developing effective visuals and data displays?
Verify the accuracy of your data.
What is the basic emotional strategy behind a fund-raising appeal?
Vicarious participation
What technology allows people in different time zones to hold meetings with full audio and video capabilities?
Videoconferencing
During a speech, what is the best way to present content such as maps, graphs, and tables?
Visually, most likely as a slide show
Some design elements clarify and support information in proposals and reports. What are they called?
Visuals Data displays
What is one way to connect with the audience through body language?
Walk in front of the lectern.
What are common ways that apps are used for business communication?
Website access Check inventory Email
What are common technological tools for conveying business messages?
Websites Social media Telephone calls
Which one of the questions for analysis is the most helpful in determining your goal when writing a message to solve a business problem?
What are your purposes in communicating?
Carlos is revising a story, and he wishes to avoid any racist or ageist language. Which sentences should Carlos change?
When I arrived at the coffee shop, an energetic-looking senior citizen and several other people were sitting at a table. At my morning workout at the gym, I met a new oriental guy who does some serious weightlifting.
When is an explicit apology unnecessary?
When an error is small and being corrected When circumstances are beyond a company's control
When is an audience likely to have the fewest objections to a request?
When compliance requires little time, money, or effort
When should another medium besides email be used?
When delivering bad news
When are written messages preferable to oral messages?
When presenting a large amount of data
Under what circumstances is it best to use the direct request pattern persuasive strategy?
When the audience is inclined to comply When the audience is unlikely to read the entire message
When is more detail about the benefits necessary for the audience?
When the audience will be difficult to persuade When the audience may need to make a short-term sacrifice for a long-term gain
When should a positive business communication focus on how the message benefits the audience?
When the message is meant to influence the audience's attitude about the company
When is it advisable to use a negative subject line in a message?
When the message might solve the problem When it is likely that the message might be ignored When the recipient needs to act on the information
When should subheadings be used in a report?
When there are at least two divisions within a main heading
Under what circumstances are reports considered persuasive messages?
When they recommend an action
In general, when do you need more politeness when you make a request?
When you ask for something that will create an inconvenience for the other person
What are two of the most significant ethical issues in the modern workplace?
Whistle-blowing Sexual harassment
What factors should be considered as a team begins to compose the first draft of a collaborative writing project?
Who will write what parts of the document What technology the team will use to share drafts How to label and date drafts to avoid working on outdated versions
How does Mullens suggest writing about the challenges of proposed plans?
With complete honesty
Omar is explaining the four levels of membership for joining the museum where he works as a volunteer: Core, Individual, Family, and Premium. Which of the following statements best illustrates using positive emphasis?
With the Individual level you get free admission to the museum as well as free parking for up to four hours.
Which of the following are examples of language that is sexist and should be avoided?
Workmen, waitress Chairman, woman lawyer
You are about to send an email to your supervisor, whom you know only replies if the message is important to her. How can you flag your message as important
Write a short and succinct message. Offer a reasonable deadline for action.
You are about to send an email to your supervisor, whom you know only replies if the message is important to her. How can you flag your message as important?
Write a short and succinct message. Offer a reasonable deadline for action.
What is the best way to write a business communication to someone whose native language is a language other than English?
Write in precise English, using a relatively complex, adult sentence structure.
High-context cultures
a culture in which most information is inferred from the context, rather than being spelled out explicitly in words
Discourse Community
a group of people who share assumptions about what channels, formats, and styles to use for communication, what topics to discuss, and how to discuss them, and what constitutes evidence
Linguafranca
a language used among people who speak other languages. English has become the lingua franca for international business
Audience benefits
benefits or advantages that the audience gets by using the communicator's services, buying the communicator's products, following the communicator's policies, or adopting the communicator's ideas. Audience benefits can exist for policies and ideas as well as for goods and services
Extrinsic motivators
benefits that are 'added on', they are not a necessary part of the product or action
Intrinsic Motivators
benefits that come automatically from using a product or doing something
You are sending a message to colleagues who attended the same college as you. You begin and end your message with a reference to the beloved school mascot in order to
build solidarity with your audience.
People from the United States tend to believe that "time is money" and that business should be conducted in a punctual, brief, and efficient manner. In contrast, people from other cultures often take a slow, leisurely approach because they believe that ______ is worth the time it takes.
building a relationship
Oral messages are best for
changing plans. encouraging an audience to focus on certain points. asking someone to act immediately.
psychographic characteristics
characteristics that are qualitative rather than quantitative: values, beliefs, goals, lifestyles
you-attitude
communication that keeps the audience in mind. A communication style that looks at things from the audience's point of view, emphasizing what the audience wants or needs to know, respecting the audience's intelligence, and protecting the audience's ego
Using ______ in your notes can cause you to read directly from the notes rather than deliver a prepared speech.
complete sentences
A study showing that males with lower than average wages are more likely to smoke reveals _____ between the two factors
correlation
In the workplace, ______ is established through expertise, image, and relationships.
credibility
monochronic cultures
culture in which people do only one important activity at a time
passive verbs
describe the action performed on something
Bias-free language is language that does not___________against people on the basis of sex, physical condition, race, age, or any other category.
discriminate
As you strive for positive emphasis in your communications, ______ can help make the positive emphasis you do create more effective.
exercising restraint
True or false: All audiences respond to the same benefits.
false
Outsourcing
going outside the company for products and services that once were made by the company's employees
wordiness
having more words than the meaning requires
Offshoring
in business, the process of moving operational facilities to other countries
A(n) ______ audience is made up of other people in the same organization.
internal
bias-free language
language that does not discriminate against people on the basis of sex, physical condition, race, ethnicity, age, religion, or any other category
people-first language
language that names the person first, the the condition, for ex 'people w/mental retardation'. Used to avoid implying that the condition defines the person's potential
nonsexist language
language that treats both sexes neutrally
auxiliary audience
may encounter your message but will not have to interact with it
demographic characteristics
measurable features that can be counted objectively: age, sex, race, religion, education level, income, and so on.
Informative message
message giving information to which the reader's basic reaction will be neutral
When you express distances, sizes, or weights when writing for an international audience, you should use the international system of measurements known as the________ system.
metric
Optimistic and desperate audiences are the most likely to ______ a negative message.
misunderstand
In the current business environment,
monoculturalism impedes the success of businesses that are expanding globally.
Many businesses use ______ to help them secretly gather real-time information about how patrons are being treated by employees.
mystery shoppers
Techniques for creating positive emphasis include avoiding negative words and words with ___________connotations.
negative
Internal Audience
other people in the same organization: subordinates, superiors, peers
When responding to criticism, it is useful to ______, which involves repeating what the person said in your own words.
paraphrase
External Audience
people outside of the organization: customers, suppliers, distributors, unions, stockholders, general public, etc.
Research shows that in most situations business people respond more ______ to positive language than to negative language and were more likely to say they would act on a ______ worded request.
positively; positively
Treating employees well through company goodwill typically leads to ______.
reduced hiring costs
Unlike PowerPoint's linear progression of slides, the online presentation tool called Prezi allows for the display of ______ between items.
relationships
When a presentation is intended to ______, it will be easier to accomplish in a speech than in writing.
resolve conflicts
Unlike in North America, lowered eyes are often a sign of ______ in many cultures.
respect
Document cycling
revision of a document among multiple people
goodwill endings
shift of emphasis away from the message to the reader. A goodwill ending is positive, personal, and froward-looking and suggests that serving the reader is the real concern
One of the most important strategies to keep in mind when preparing a presentation is to ______ all content.
simplify
When communicating with an international audience, you should first learn about differences in the ______ of the members of your audience so that you do not unintentionally offend them.
social norms
