Exam 3 - Advanced Professional Development
External persuasive messages often focus more on promoting ideas. are more direct than internal persuasive messages. are more explicit than internal persuasive messages. focus more on promoting products and services. use the we-voice.
focus more on promoting products and services.
Jordan needs to inform his employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jordan communicates this bad message in an evasive and misleading manner, it will likely negatively affect Jordan's credibility. strengthen Jordan's character. decrease the negative impact of the bad news on employees. signal that Jordan is a strong leader in challenging situations. improve the company's chances of long-term success.
negatively affect Jordan's credibility.
The first task of most persuasive messages is to express gratitude to the readers. gain the attention of the readers. provide a strong rationale. establish that a problem exists. appreciate the readers' views.
gain the attention of the readers.
Which of these is the most expensive medium for sending mass sales messages? online banner ads mass emails online pop-up ads hard-copy letters company website ads
hard-copy letters
The writing style of most persuasive messages tends to be exaggerated and explicit. direct and explicit. direct and implicit. indirect and explicit. indirect and implicit.
indirect and implicit.
Which statement about apologies is accurate? Offenses caused by personality clashes do not warrant apologies. It is always good to apologize regardless of whether you are right or wrong. All apologies are not necessarily good apologies. Business professionals who are high in emotional intelligence never apologize. Apologies are necessary only when you harm someone on purpose.
All apologies are not necessarily good apologies.
What are claims? implied codes of conducts for employees requests for other companies to compensate for or correct mistakes they have made detailed timelines by which work should be accomplished satisfactorily guidelines for how employees should communicate and cooperate with one another updates to policies and procedures, notices of events, and other correspondences
requests for other companies to compensate for or correct mistakes they have made
In the context of developing persuasive messages, the process of understanding the needs and values of others is simple and happens quickly. requires a strong listening orientation. is a part of the FAIR test. is done after message structuring. has little effect on persuasiveness.
requires a strong listening orientation.
Taylor has to write a letter denying a customer's request for a free replacement on her two-year-old business laptop, which is past its warranty. Which buffer statement is most appropriate for Taylor to use? I am sorry to hear that your laptop is no longer performing as expected. Are you certain that you have not dropped or otherwise mishandled your computer? Your computer is outdated and some performance issues are to be expected at this point. The warranty on your laptop expired ninety days after purchase. Our records show that you decided not to purchase the extended warranty that was offered to you at the time of purchase.
I am sorry to hear that your laptop is no longer performing as expected.
Read the request Sharon sent to her supervisor below. Then choose the answer that most accurately evaluates the email. SUBJECT: Request for vacation time in October Leon, as we discussed yesterday, I would like to take the first week in October as vacation time. My niece is getting married, so I want to travel to San Francisco to help with last-minute planning. My current project ends September 20, so the trip should not interfere with any department deadlines. Would you be able to let me know by the end of this week so I can book my airline ticket while I can still get a discount rate? The email fails to provide a rationale for the request. The email does not have a specific enough subject line. The tone is too bossy, so it is inappropriate to send to a supervisor. The message does not show respect for Leon's time. The email is specific, positive, and shows concern for the department.
The email is specific, positive, and shows concern for the department.
Why is efficiency one of the primary goals when sending routine messages? Routine messages require in-depth analysis. Routine messages rarely happen and should be efficient. Routine messages need to include a lot of information. The volume of routine messages is high. Most professionals prefer to write routine messages.
The volume of routine messages is high.
While receiving a difficult performance review, a person with high emotional intelligence is most likely to point out the supervisor's mistakes. avoid future interactions with the supervisor. rationalize the conduct being criticized. accept the negative feedback. respond with the silent treatment.
accept the negative feedback.
Which statement accurately describes appreciation messages? Your appreciation messages should include several statements about yourself. Your appreciation message should include exaggerated displays of gratitude. You should avoid explaining why you feel grateful because that sounds defensive. You should begin your appreciation messages with an expression of thanks. Your appreciation messages should have an informal tone when sent to clients.
You should begin your appreciation messages with an expression of thanks.
What is a common component of all routine messages, including messages that express sympathy? a statement of goodwill deadlines a rationale for a claim a thank-you statement an attention getter
a statement of goodwill
What should be avoided when conveying bad news to customers? neutral language passive verbs teaser messages a buffer statement an accusatory tone
an accusatory tone
Zoe's company changed its telecommuting policy, and it was Zoe's responsibility to let everyone know. Zoe sent out a(n) announcement. claim. direction. request. inquiry.
announcement.
It is important to ask colleagues to review persuasive messages because persuasive messages use more formal language than other business messages. are more personal and idiosyncratic than other business messages. use difficult direct structure and explicit language. are directed to people who resist your ideas, products, or services. must be extremely objective and neutral to be effective.
are directed to people who resist your ideas, products, or services.
The mum effect results when employees in an organization avoid sharing bad news because they do not want to be blamed. view the delivery of bad news opportunistically. take quick actions to rectify the problems described in a bad-news message. take responsibility for bad events even if they are not at fault. avoid talking to superiors at all for fear that they will be criticized.
avoid sharing bad news because they do not want to be blamed.
What types of messages are reserved for major professional milestones? appreciation congratulations apology sympathy inquiry
congratulations
Which principle is in play when an employee works overtime to finish a project because she promised the team they would make the deadline? reciprocation liking authority consistency social proof
consistency
A person with high emotional intelligence will usually develop a reframing statement to manage emotions. remain unaware of the negative emotions he or she feels. respond to negative feedback by criticizing the other person. display withdrawal during negative feedback. seek and accept only positive feedback.
develop a reframing statement to manage emotions.
Although it may soften the blow of a bad performance review, the sandwich approach to delivering bad-news may also strengthen the message and emphasize the need for improvement. improve the credibility of the message-bearer. encourage poor performers. allow the recipient to discuss the reasons for their poor performance. lower morale among all employees.
encourage poor performers.
While writing a routine message, you should avoid using bullets or numbers. use very long sentences and paragraphs. ensure the tone of the message is reader-centered. place the primary message at the end. avoid using the recipient's name.
ensure the tone of the message is reader-centered.
What is the advantage of front-loading a routine message? It ensures that the tone of your message is other-oriented. It enables you to elaborate on non-important matters at the end. It is an efficient way to make an email less bulky. It ensures that the recipients perceive your message as unbiased. It makes it easier to get the reader's attention.
It makes it easier to get the reader's attention.
You are a senior manager who needs to evaluate five supervisors in your department. Which supervisor appears to be the most effective at delivering performance reviews? Rihanna sugarcoats her descriptions of problem behaviors when delivering a negative performance review. Amy procrastinates delivering negative feedback when she sees that employees are defensive. Jessica helps the poor performers of her team understand the ways in which they are hurting organizational performance. Jasper discusses what he believes employees are thinking rather than their concrete actions. Chen uses an accusatory tone while delivering a negative performance review.
Jessica helps the poor performers of her team understand the ways in which they are hurting organizational performance.
Which person best exemplifies setting measurable and realistic expectations? Jory tells Hank that she believes he can turn things around for his next performance review. Malia tells Edward, a machine operator, to reduce the amount of defective parts he produces by 40 percent. Paulo tells Rhonda, one of his salespeople, that he expects a sharp improvement in her sales figures. Mike asks Bao to help ensure that the market share of the company increases. Katie informs Ramses that she expects to see an improvement in his output as soon as possible.
Malia tells Edward, a machine operator, to reduce the amount of defective parts he produces by 40 percent.
Which employee statement is a counterproductive response to a negative review? My boss doesn't care about my work, so why should I care what he thinks? It is my responsibility to accept the feedback and improve myself accordingly. The feedback I get from my boss will facilitate my career advancement. Negative feedback is a part of the boss's job and mine. My performance on the job is not related to whether my boss likes me.
My boss doesn't care about my work, so why should I care what he thinks?
Which statement about persuasive messages is accurate? The audience is less important in persuasive messages than in other types of messages. Persuasive messages require a message structure that helps reduce resistance. Persuasive messages do not need as much planning as other business messages. Persuasive messages are very similar to messages that express appreciation. The success of persuasive messages seldom depends on the author's credibility.
Persuasive messages require a message structure that helps reduce resistance.
Which of these is a component of a persuasive message? Refute opposing views. Engage emotion. Provide a rationale. Demonstrate consistency. Resist authority.
Provide a rationale.
What is the main challenge that authors of routine messages have to overcome? Finding enough facts to write a routine message is difficult. Readers receive so many routine messages that it is hard to catch their attention. Routine messages require substantial evidence to document their claims. Knowing what the audience wants from a routine message can be very difficult. Most routine messages have complex content that is difficult to simplify.
Readers receive so many routine messages that it is hard to catch their attention.
What is accurate about developing routine messages? Routine messages have very few purposes. Routine messages do not need to be planned. Routine messages have little effect on credibility. Routine messages need to be reviewed. Routine messages are rare in business.
Routine messages need to be reviewed.
What is the best example of a less-direct message? Our employees will have to take a salary cut due to the recession. Your last quarter's performance rating is low due to your absenteeism. The warranty clause has expired so we will not be able to replace your television. This employment contract is terminated because you have failed to meet our quality standards. Your idea has been judged infeasible because of the company's lack of funds.
The warranty clause has expired so we will not be able to replace your television.
Carmela manages a sales team and most of her subordinates have performed well. However, one of the team members, Dirk, has been performing poorly. Carmela has created a file that records Dirk's performance issues and contains a few emails from colleagues criticizing him in confidence. While delivering the negative feedback to Dirk, Carmela should focus on the poor attitude that Dirk's posture and expression reveals. keep the negative emails from other colleagues private. ask Dirk why he cannot be more like the other team members. give Dirk the goal of doing better within a short time. focus on pointing out mistakes rather than problem solving.
keep the negative emails from other colleagues private.
Aiko has to tell Demetrius that his attitude and mannerisms have offended some customers. She also must inform him that he is on probation for six weeks and will be fired if his behavior does not improve. It would be best for Aiko to deliver this message in a(n) email. phone call. video call. personal meeting. memo.
personal meeting.
What should you focus on during the reviewing step of writing a routine message? message structuring design proofreading audience analysis front-loading the message
proofreading
A message is said to be indirect when it provides the rationale for a request before making the request. expresses gratitude toward or appreciation of the readers. contains full and unambiguous meaning. requires reading between the lines to gauge the entire meaning. politely asks people to do or think differently.
provides the rationale for a request before making the request.
What will help you reduce skepticism once you have described your solution? restating the need for the solution showing appreciation for your readers' views discussing positive points about your competitor's products agreeing with your readers' objections providing a strong rationale
providing a strong rationale
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? liking authority scarcity reciprocation social proof
reciprocation
Anthony is trying to convince his colleagues to contribute to their company's holiday clothing drive. The most effective persuasive argument he can use is an argument that relates the clothing drive to their need to feel good about themselves. makes them feel guilty if they do not contribute. shows how much effort Anthony has put into planning the event. competes with the holiday charitable drives of other companies. emphasizes the public relations benefit to the company.
relates the clothing drive to their need to feel good about themselves.
What is a characteristic of a strong routine message? few details short paragraphs general statements little special formatting argumentative language
short paragraphs
In a bad-news message, a buffer is a statement that is likely to be used to express criticism. distance yourself from the recipient. convey false hope. show appreciation. express disappointment.
show appreciation.
What is a principle of influence whereby people determine what is right, correct, or desirable by seeing what others do? reciprocation liking social proof consistency scarcity
social proof
Which element is usually found in a set of directions but not in a set of expectations? an explanation of the work outcome a description of responsibilities a set of deadlines step-by-step instructions guidelines for working with others
step-by-step instructions
Candy is writing a brochure to explain the benefits of buying produce 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 statistics about how much money is spent at farmers' markets nationally statements to make people feel guilty about not supporting local farmers data about how much fuel is saved by not shipping produce long distances a lecture about how important it is to put money into the local economy
stories about local farm families who participate in the farmers' market
What is an example of a bad-news message that is characterized by high severity and high controllability? laying off an HR employee because sales are down rejecting a customer claim and not providing a refund telling an employee that her performance needs improvement or she will be fired cutting back an employee's work hours due to an economic downturn rejecting a colleague's idea because it is too expensive
telling an employee that her performance needs improvement or she will be fired
