GEB QUIZ's

_____ intelligence involves understanding feelings, managing feelings to serve goals, and effectively handling relationships with others. A) Emotional B) Bodily-Kinesthetic C) Spatial D) Visual E) Analytic

A - Emotional intelligence involves understanding emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others.

Kimberly has to deliver a presentation at a formal business meeting. Which of the following should Kimberly ideally wear? -A dress shirt with chinos -A button-down collar shirt with conservative footwear -A high-level business casual dress -A tailored business suit with a skirt and leather shoes A dress shirt with dress pants and high heels

A tailored business suit with a skirt and leather shoes - Business formal dress for women includes tailored business suits with pants or skirts, dress shirts, hosiery or socks, and leather shoes.

A(n) _____ is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill. A) indicator B) buffer C) dictum D) dysphemism E) minute

B - A buffer is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.

Which of the following strategies should be followed during presentations? A) Telling the audience about problems that have disrupted the presentation B) Repeating the last statement you made to regain your thought process C) Narrating the entire presentation rather than emphasizing key messages D) Ignoring the immediate needs of your audience based on their requests or questions E) Arriving a little late for the presentation so that the audience arrives before you

B - All presenters inevitably lose their train of thought from time to time. When this happens, you can try a few strategies. One strategy is to repeat the last statement you made (five or six words). Doing so will help you regain your thought process.

In which of the following stages should you consider using bullets, numbering and special formatting to highlight key areas? A) Planning B) Drafting C) Reviewing D) Analyzing E) Proofreading

B - As you draft the message, aim for a helpful, professional, and reader-centered tone. Focus on making the message easy to read. Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs. Design your message so readers can find information in just moments. Use bullets, numbering, special formatting, and external links to relevant information to highlight key ideas.

Which of the following have businesses found to be true in the post-trust era? A) Communication has become increasingly linear. B) Transparency in the workplace is no longer as important as it once was. C) Businesses often start from a deficit of trust. D) Stakeholders don't require businesses to be accountable to them. E) Companies that operate in low-trust environments are the most successful.

C - In the business world, you often start from a deficit of trust. As a result, one of your first goals should be to gain trust or credibility from colleagues, clients, customers, and other contacts.

Which of the following scenarios makes effective use of slides during a presentation? A) Arthur turns off the lights every time he makes a presentation and places himself in a dark corner. B) Elliot opens his presentation with his slides. C) Joshua uses a remote control to advance slides in order to move around and engage with his audience. D) Maria looks at the screen while presenting instead of looking at her audience. E) Juan reads the slides and lets his audience interpret it.

C - Using a remote control to move from slide to slide allows you to move around as you talk and more effectively engage with your audience. It also allows you to maintain more eye contact, since using a keyboard requires glancing down.

You can influence your audience by employing a combination of _____ and analytical appeals. A) theoretical B) perceptual C) emotional D) cognitive E) intuitive

C - You can influence your audience by employing a combination of emotional and analytical appeals.

_____ is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive. -Disassociation -Clarification -Affiliation -Consolidation -Retrospection

Disassociation - Disassociation is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive.

Which of the following is the primary goal of attention-getters in your presentation? -To allow you to read your slides rather than interpret them -To allow you to start your presentation with a joke -To reduce the need for distributing handouts at the end of your presentation -To give you the freedom to use compelling images excessively -To get your audience members emotionally invested in your presentation

To get your audience members emotionally invested in your presentation - The primary goals of attention-getters are to get your audience members emotionally invested in your presentation and engaged in thinking about your ideas.

A(n) _____ is most likely to be a "people" person who focuses on harmony and empathy and needs personal security. -feeler -senser -thinker -intuitor -delighter

feeler - A feeler is a "people" person who focuses on harmony and empathy and needs personal security. Refer to table 2.7.

Which of the following is true regarding competence? A. The perception of a person's competence is influenced by his or her communication skills. B. Competence is best acquired by reading about the topic rather than through experience. C. Competence is an innate trait and cannot be developed. D. Competence is demonstrated by taking a passive role in business. E. Emphasizing results decreases the perception of a person's competence.

A Competence refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done. How you communicate directly affects the perceptions others have of your competence.

_____ refer(s) to skills and knowledge that can be applied to accomplishing work tasks. A) Abilities B) Attributes C) Traits D) Attitude E) Initiative

A - Abilities are skills and knowledge that can be applied to accomplishing work tasks.

In your presentation, you have made recommendations to colleagues, customers, and consumers that are in their best interests. This pertains to the _____ component of the FAIR approach to reviewing presentations. A) facts B) impacts C) access D) respect E) recommendations

B - In order to evaluate your presentations, consider the impact of your communication on stakeholders. This involves determining if your recommendations to your colleagues, customers, and consumers are in their best interests.

_____ résumés present the information grouped by work and education over time. A) Key skills B) Chronological C) Combination D) Functional E) Nontraditional

B - Chronological résumés present the information grouped by work and education over time.

The inductive approach is also known as the _____ approach. A) concurrent B) incidental C) indirect D) deductive E) distributive

C - The inductive approach is also known as the indirect approach.

Which of the following statements about the role played by character in the establishment of credibility is true? A. Character has become less important in the post-trust era. B. Character-based traits are the least important determinants of trust in the workplace. C. Character is positively influenced by a decrease in transparency. correct D. Character is especially important in long-term, collaborative relationships. E. Character is adversely affected by an increase in accountability

D Character refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values. Character has always been important in business relationships, especially long-term, collaborative relationships.

Which of the following is most likely to be true regarding the messages that aim to convey apologies? A) Only employees at higher levels of hierarchy send apology messages to their juniors. B) It is not important to state goodwill in apology messages. C) Apology messages should not include a commitment that the offense will not be repeated. D) Effective apologies must focus on others, not you. E) Apologies are effective when they are vague and cliché.

D - Apologies are ineffective when they are vague and cliché. For the apology to be effective, others must sense that the apologizer is sincere, genuine, and acting without an agenda. Effective apologies must focus on others, not you.

Which of the following best exemplifies the use of a buffer to turn down a job applicant? -Bookworm Inc. will not be able to hire you because of your insufficient experience. -Thank you for your interest in the market research position at Bookworm Inc. -We're sorry that you do not suit the requirements for the market research position. -Your lack of experience in this field has led to Bookworm Inc. hiring someone else. -Bookworm Inc. is looking for a candidate with better expertise than yours.

Thank you for your interest in the market research position at Bookworm Inc. - A buffer is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.

The most critical information should be placed: -at the beginning of a message. -as close to the signature block as possible. -in the subject line. -in an attachment. -in a note after the signature block.

at the beginning of a message - Get to the point within three or four sentences, and keep your paragraphs about half the size of those in business documents—ideally 30 to 50 words long. Consider placing the most critical information at the beginning so readers gather the most relevant information immediately. This is an important strategy, since most people are so inundated with messages that they often pay more attention to the beginning, skimming or skipping latter portions.

Which of the following is one of components of apologies? -Provide rationale -Make claim -Gain attention -Make acknowledgment -Give announcement

make acknowledgement - Typically, an apology includes the following elements: acknowledgment of a mistake or an offense, an expression of regret for the harm caused, acceptance of responsibility, and a commitment that the offense will not be repeated.

Of the different communicator styles, _____ will appreciate your ability to provide all of the facts and avoid rushing to judgment about conclusions. thinkers accommodators intuitors feelers sensers

thinkers - Thinkers will appreciate your ability to provide all of the facts and avoid rushing to judgment about conclusions. Thinkers generally pride themselves on a dispassionate (nonemotional) approach to decision making and may be turned off by what they consider blatant and irrelevant appeals to emotion.

Many business professionals consider use of the _____ a breach of privacy. -"to" feature -attachments -"draft" feature -"blind carbon copy" feature -spam filter

"blind carbon copy" feature - Many business professionals consider use of the blind carbon copy feature a breach of privacy.

Which of the following is characteristic of problem-solving meetings? A) Problem-solving meetings have few issues that can be classified as discrete agenda items. B) Problem-solving meetings primarily focus on discussing goals, roles and accountabilities. C) Problem-solving meetings have agenda items with an expectation of accomplishing each item in the allocated time. D) Problem-solving meetings cannot be documented or facilitated. E) Problem-solving meetings rarely involve fluid issues.

A - Coordination meetings typically include many agenda items with a reasonable expectation of accomplishing each item in the allocated time. Problem-solving meetings, by contrast, involve more fluid issues that are less easily classified as discrete agenda items and that are less easily given time allotments.

_____ involves direct form of disrespect. A) Active incivility B) Cyber silence C) Neutrality effect D) Passive incivility E) Cordiality effect

A - Cyber incivility is the violation of respect and consideration in an online environment based on workplace norms. Active incivility involves direct forms of disrespect (i.e., being condescending, demeaning, saying something hurtful).

In the forming stage: A) team members focus on gaining acceptance and avoiding conflict. B) team members open up with their competing ideas about how the team should approach work. C) the team arrives at a work plan, including the roles, goals, and accountabilities. D) teams operate efficiently toward accomplishing their goals. E) the team evolves to a level where they can transform conflict into consensus for future action.

A - In the forming stage, team members focus on gaining acceptance and avoiding conflict. In some ways, this stage is a honeymoon period in which team members get to know one another.

Which of the following is a common barrier to effective listening? A) Relying excessively upon the use of technology to communicate B) Holding judgment during tense and emotionally charged situations C) Listening fully to the feedback, concerns, and perspectives of colleagues and clients D) Giving advice only when requested or required E) Cultivating a learner mind-set

A - Most communication technologies make listening more difficult due to fewer and less-rich visual and nonverbal cues. Typically, using communication tools such as mobile phones and email can facilitate a listening-centered approach to communication, supplemented with significant face-to-face, rich communication. On the other hand, relying too heavily on communication technology can reduce effective listening.

Most effective sales messages contain a(n) _____. A) central sales theme B) list of counterpoints C) incoherent sales theme D) set of deadlines E) set of directions

A - Most effective sales messages contain a central sales theme. Like other messages, sales messages are strongest when they contain a coherent, unified theme that consumers can recognize quickly.

To ensure the completeness of a business message, one should: A) provide all relevant information. B) avoid using the other-oriented tone. C) exaggerate facts. D) skillfully slant facts. E) use the "me-first" attitude.

A - Most of your messages in the workplace have a clear goal: to update your team members, to promote a service to a client, to give an assignment, and so on. Your goal of completeness means that your message provides all the information necessary to meet that purpose. You can achieve completeness with three basic strategies: providing all relevant information; being accurate; and being specific.

_____ are the glue that holds together most coordinated business actions. A) Routine messages B) Messages expressing sympathy C) Messages expressing apologies D) Messages expressing gratitude E) Public relations messages

A - Most routine messages are simple. Yet, routine messages should not be treated as unimportant or inconsequential. They are the glue that holds together most coordinated business actions.

_____ involves attempting to influence others by some level of deception so you can achieve your own interests. A) Manipulation B) Persuasion C) Alteration D) Inspiration E) Stimulation

A - Persuasive messages can be intentionally designed to manipulate colleagues and customers. In a business communications context, manipulation involves attempting to influence others by some level of deception so you can achieve your own interests.

_____ questions are intended to analyze a business problem from every angle in order to uncover its root causes. A) Probing B) Funnel C) Solution-oriented D) Leading E) Rapport-building

A - Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes. Such questions can ensure that no explanation is overlooked, thus leading to a reliable understanding.

Which of the following is a strategy to improve self-awareness? A) Identify one's triggers and make plans to handle them effectively. B) Practice expressing positive emotions more frequently and in situations one normally does not. C) Anticipate how others will react during business conversations and meetings. D) Maintain regular contact with colleagues and others in one's work network. E) Practice asking good questions.

A - Self-awareness involves accurately understanding your emotions as they occur and how they affect you. People high in self-awareness have the ability to be self-reflective when they experience strong or even distressful emotions. Refer to table 2.5.

Which of the following is the most effective strategy to follow up after a job interview? A) Send a note of appreciation B) Check back frequently by sending mails and calling the hiring manager C) Send an email with your queries about the compensation package D) Send a thoughtful and personalized care package to express appreciation E) Re-apply for the position and remind them about your previous interview

A - Sending a note of appreciation following an interview is a good strategy. Unless the interviewers tell you that you should wait until they contact you, feel free to follow up with their progress in making a selection. Many job applicants feel hesitant to follow up, assuming that they may annoy or nag hiring managers. Generally, however, your polite follow-ups show that you want the position and that you are persistent.

What does "S" stand for in the SOFTEN model of nonverbal communication in presentations? A) Smile B) Start C) Set up D) Soft E) Scale

A - The SOFTEN model of nonverbal communication in presentations stands for smile, open stance, forward lean, tone, eye contact, and nod. Use your facial expressions to connect with your audience members and show your enthusiasm for your topic. Audience members are more likely to warm up to you when you put forth positive, can-do emotion.

Which of the following effects is most likely to lead to flames? A) Negativity effect B) Neutrality effect C) Positivity effect D) Generality effect E) Cordiality effect

A - The negativity effect means that recipients are more likely to perceive messages that are intended as neutral as negative. People often feel comfortable writing things they would not say in person. In some cases, this sense of online freedom leads to flames, which are emails or other digital communications with "hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization."

_____ is the primary goal of a business profile. A) Professional collaboration B) Social networking C) Entertainment D) Discussing trade secrets E) Gaining attention

A - The purpose of your business profile is typically different from the one you post on social networking websites. Your primary goals are professional collaborating and networking rather than socializing or entertaining.

To break out of the reputation of an inexperienced newcomer one should: A) take up higher-responsibility projects. B) ensure that he/she does not fit into the corporate culture. C) avoid creating a professional blog. D) avoid being friendly with many people in the work place. E) try and be as different as possible in terms of professional dress and communication style.

A - To break out of a reputation as an inexperienced newcomer one should set up a time to talk with their boss. They should explain their growth in various areas and ask for his/her ideas about improving their professional reputation.

Which of the following is a characteristic of User 2.0? A) Actively creates and sharing content online B) Uses email as the main communication tool C) Use computer as the main access point D) Stays connected online for time-limited sessions E) Passively reads and searches for content

A - User 1.0 refers to an individual who primarily uses and prefers Web 1.0 tools, whereas User 2.0 refers to an individual who primarily uses and prefers Web 2.0 tools. In the original Internet, referred to as Web 1.0, most Web pages were read-only and static. As the Internet evolved, referred to as Web 2.0, what emerged was the read-write Web, where users interact extensively with Web pages—authoring content, expressing opinions, and customizing and editing Web content among other things. Web 2.0 communication tools are interactive, customizable, and social. Refer to table 7.2.

Which of the following statement is true about delivering bad news to customers? A) When writing bad-news message to a customer, it is important to emphasize the solutions the customer has control over. B) Customers want long descriptions of why the company can't meet their demands. C) In writing bad-news messages for customers, blaming them for bad events is tolerable. D) It is good to avoid using a buffer and expression of sympathy in writing bad-news messages to customers. E) It is better to keep the bad news company-focused rather than customer-focused.

A - When writing this kind of bad-news message, you want to emphasize the options available—solutions the customer has control over. In most bad-news situations, customers are interested only in solutions.

The use of uncommon words in business messages is most likely to: A) distract attention from the message. B) ensure that you do not appear quirky. C) make it easier for readers to interpret the message. D) ensure that you do not sound arrogant. E) increase the credibility of the message.

A - Whenever possible, one should choose short, conversational, and familiar words in business messages so that it is easier for readers to interpret. Using longer, less common ones to "sound smart" rarely pays off. They slow processing and distract from your message. They may even inadvertently send the signal that you are out of touch, quirky, or even arrogant.

Which of the following is the most effective in quantifying accomplishments from a previous job? A) Organized a group of 50 volunteers to participate in a local AIDS awareness campaign. B) Planted 30 saplings for Save the Trees Program. C) Mentored junior engineers in other departments. D) Raised funds for a local animal shelter. E) In charge of effort to support AIDS awareness event.

A - Your potential employers want to know how valuable your contributions have been in your prior jobs. So, where possible, describe key contributions and how they impacted the bottom line. Often, even when you can't say for certain how much you impacted financial results, you can provide numbers that show the significance of your work.

Tulip has been assigned the task of creating an effective business message aimed at making the employees understand the benefits of working in a group. In the process of creating the business message, she studies the background of the employees and their needs and priorities. This action of Tulip is most likely to belong to which of the following steps of the AIM planning process used for developing influential messages? -Idea development -Message structuring -Audience analysis -Message review -Providing feedback

Audience Analysis - The planning process for developing influential messages should include analyzing the needs of your audience. Effective business communicators possess an uncanny ability to step into the shoes of their audience members. They think about their needs, priorities, and values. They envision how their readers will respond when getting the message—in thought, feeling, and action.

Which of the following is the first step in the AIM planning process? A) Determining the special effects to be used in presentations in order to make them attractive B) Analyzing the audience to make sure their needs are addressed C) Applying the storyline approach to presentations in order to make them more engaging D) Constructing the message to focus on the key takeaway concepts and to provide supporting points throughout E) Developing ideas by identifying the key facts and conclusions related to the topic of discussion

B - As you design your presentations and speeches, the AIM planning process will help you, just as it does in the writing process. The first step involves analyzing your audience to make sure you're addressing their needs and speaking to them in the way that is most appealing and easy to learn.

The messages that aim to _____ are most likely to contain a call to action. A) respond to inquiries B) make claims C) provide directions D) set expectations E) express sympathy

B - Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made. As with other requests, you should immediately state what the claim is and what you expect the company to do for you. You also will provide a rationale for your claim in the body of the message and close with a call to action—a specific request.

Which of the following defines corporate values accurately? A) They are personal values practiced only in the workplace. B) They are the stated and lived values of a company. C) They are self-formulated values that individuals adhere to. D) They are laws imposed by the government on corporations. E) They are unwritten rules by which an industry works.

B - Corporate values are the stated and lived values of a company. Aligning personal values—those values that individuals prioritize and adhere to—with corporate values is an important element of character.

Messages sent to a large group of consumers and intended to market a particular product or service are known as _____. A) letters of credit B) mass sales messages C) promissory messages D) bills of lading E) advisory messages

B - Even if you are not in a marketing position, you may participate in developing mass sales messages—messages sent to a large group of consumers and intended to market a particular product or service.

In the course of creating an effective business message, excellent business thinkers are most likely to: A) gather information from one strong source rather than from a variety of sources. B) be mentally flexible and open to alternatives while solving business problems. C) avoid wasting time in planning and begin drafting business ideas right away. D) avoid wasting time in reviewing the business messages they create. E) avoid using the other-oriented voice.

B - Excellent business thinkers possess a number of characteristics. First, they clearly and precisely identify and articulate key questions and problems. Second, they gather information from a variety of sources. Third, they make well-reasoned conclusions and solutions. Fourth, they remain open to alternatives to approaching and reasoning about the business problem—that is, they are mentally flexible.

Which of the following should be avoided when responding to customer-complaints? A) Emphasizing solutions available to the customers B) Long descriptions of why customer demands can't be met C) Using templates with common explanations and solutions D) Providing buffer and sympathy statements E) Using a problem-solving approach over a blaming approach

B - In most bad-news situations, customers are interested only in solutions. They do not want long descriptions of why you can't meet their demands.

Which of the following is an effective way of focusing on people during a presentation? A) Being aware of your breathing B) Referring to your colleagues by their names C) Not telling your audience that things have not gone as expected D) Knowing what your key messages are E) Positioning yourself where people can easily see you

B - In order to help you focus on people during your presentation, consider introducing colleagues and referring to them by name. By naming members in your organization or other relevant people, you help your audience members feel they are getting to know these important individuals.

Which of the following should a manager do to demonstrate a sense of caring? A) Prioritize personal goals over company goals B) Employ a we-oriented communication style C) Be result-oriented and not relationship-oriented D) Discourage employees from working in teams E) Allow employees few opportunities to develop their skills

B - In the business world, caring implies cultivating a sense of community. When interviewed, accomplished business leaders characteristically used the term "we" rather than "I" in discussing success within the organization.

Which of the following voices is most appropriate in internal persuasive messages? A) You-voice B) We-voice C) I-voice D) Impersonal voice E) Them-voice

B - One of the primary strategies you can use to personalize persuasive messages is your selection of voice—either you-voice, we-voice, I-voice, or impersonal voice. Generally, we-voice is more effective in internal persuasive messages. Refer to table 9.2.

People are most likely to process information more quickly when writers: A) avoid the use of action verbs. B) use active voice. C) slant the facts. D) avoid using parallel language. E) exaggerate facts.

B - One way to immediately improve your writing is use active rather than passive voice in most sentences. Using active voice in writing includes many benefits. The doer-action-object allows for faster processing because most people's natural thinking occurs in this way.

One way to reduce word count and make your messages easier to read is to: A) slant facts. B) avoid redundancies. C) use wordy prepositional phrases. D) avoid using action verbs. E) avoid using the active voice.

B - One way to reduce word count and make your messages easier to read is to avoid redundancies, which are words or phrases that repeat the same meaning.

Hearing problems, illness, and memory loss are examples of _____ noise. A) psychological B) physiological C) semantic D) physical E) concurrent

B - Physiological noise refers to disruption due to physiological factors. Examples include hearing problems, illness, memory loss, and so on.

Which of the following statements about rapport-building questions is true? A) Rapport-building questions are intended to increasingly deconstruct business issues. B) Rapport-building questions tend to be casual and steer clear of offensive topics. C) Rapport-building questions are analytical in nature. D) Rapport-building questions guide people to predetermined conclusions. E) Rapport-building questions are opinions presented in question form.

B - Rapport-building questions are intended to create bonds between people. They can break the ice and gradually ease people into conversations about shared business interests. They tend to be casual and social and steer clear of divisive or offensive topics.

Which of the following is true about rehearsing for presentations? A) Never run through your presentation several times as it creates confusion in the mind. B) Rehearsing helps you determine if you want or need notes. C) Rehearsing helps you maintain the same tone and emphasis throughout your presentation. D) Rehearsing eliminates the need to time your presentations. E) Rehearsing should ideally involve running through the presentation in your mind.

B - Rehearsing your presentation will help you determine if you want or need notes. If you use them, rehearsing helps you choose which notes you need and allows you to become comfortable handling your notes in a nondistracting way.

In the context of communicator styles, who among the following is most likely to discuss immediate goals, prefer to the point communication, and want only the relevant facts? A) Thinker B) Senser C) Feeler D) Intuitor E) Delighter

B - Sensers are pragmatic and results-oriented. When addressing sensers, be direct, brief, and to the point. Refer to table 2.7.

Which of the following is a synchronous communication channel? A) Email B) Webinar C) Texting D) Blog E) Social networking

B - Synchronous communication occurs in real time; the individuals involved give immediate responses to one another and engage in turn-taking. Webinar is an example of a synchronous communication channel.

What is the primary means of gaining attention in internal persuasive messages? A) Showcasing recent technological advances B) Demonstrating a business need C) Presenting a growth chart D) Explicitly stating the benefits of a proposed idea E) Starting the message with emotion and closing with reason

B - The first task of most persuasive messages is to gain the attention of your readers. You can do this in a variety of ways, including asking a rhetorical question, providing a compelling or interesting fact, revealing a compelling statistic, issuing a challenge, or posting a testimonial. For internal persuasive messages, the primary means of gaining attention is demonstrating a business need—a gap between what is and what could be.

Which of the following is one of the three-components of the AIM planning process for developing influential messages? A) Message-centered approach B) Analysis of ideas that meet the needs of the audience C) Cost-benefit analysis D) Analysis of the communication medium E) Evaluation of the semantic noise

B - The planning process for developing influential messages should include analyzing the needs of your audience, developing sound ideas that meet those needs, and then structuring your message.

While conducting the FAIR test, which of the following questions are you most likely to ask to analyze the accessibility of your business message? A) Are there any logical errors? B) Are you open about your motives, or do you have a hidden agenda? C) Have you thought about how the message will impact various stakeholders? D) Have you evaluated impacts on others from an ethical perspective? E) Have you shown that you value others?

B - The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback. The "A" in FAIR test stands for "access." At this stage, you are likely to check the transparency of your message.

Which of the following is true of the story line approach to presentations? A) The components of this approach include position, reasons, example, and position. B) The story line approach allows listeners to engage on a deeper level emotionally and intellectually. C) The story line approach cannot be used for business presentations. D) The stories used in this approach need not be realistic and relevant. E) The main purpose of this approach is to entertain.

B - The story line approach is useful for various types of presentations because it allows your listeners to engage on a deeper level emotionally and intellectually.

In which of the following ways can people demonstrate competence? A) By seeking passive roles within an organization B) By seizing business opportunities when they present themselves C) By concealing their motivation and sources of information D) By communicating with a me-oriented style E) By not allowing themselves to be accountable to stakeholders

B - The two traits associated with competence are: a focus on action and an emphasis on results. A focus on action implies that you seize business opportunities.

When delivering negative performance reviews, it is important to: A) focus on attitudes and intentions rather than actions and results. B) establish measurable and realistic expectations. C) avoid linking employees poor performance to their employment opportunities. D) avoid allowing employees to come up with reasons for poor performance. E) sugar coat the negative feedback in order to soften the blow.

B - To ensure effective delivery of negative performance review, it is important to use statements that offer clear and targeted feedback, focus on actions and results rather than attitudes and intentions, and establish measurable and realistic expectations.

Which of the following components is most likely to be included in a message that aims to make apologies? A) Gaining attention B) Taking responsibility C) Providing rationale D) Call to action E) Expressing sympathy

B - Typically, an apology includes the following elements: acknowledgment of a mistake or an offense, an expression of regret for the harm caused, acceptance of responsibility, and a commitment that the offense will not be repeated. Effective apologies should be timely and sincere.

Which of the following is a guideline for developing a reference list? A) Offer to pay for the services of the individual B) Include a brief description of your professional or school relationship to each reference C) Write and enclose the letter yourself and request for it to be signed D) Avoid stating why the recommendation letter is required E) Use the less-direct approach to ask for permission

B - When you construct the list of references, check the job announcement to see how many references are required. If it does not provide a number, list three to five individuals. Make sure you provide current contact information. In addition, consider providing a brief (one or two sentences) description of your professional or school relationship to each reference.

While writing a routine message, during the drafting stage you should: A) determine exactly what information your audience needs. B) make your message easy to read. C) identify and gather relevant, accurate, and up-to-date information. D) conduct the FAIR test. E) conduct audience analysis.

B - While writing a routine message, during the drafting stage you should make your message easy to read.

Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for being caring. Which of the following statements prove this? A. He prioritizes the development of his company over the well-being of his team. B. His communication style is me-oriented and not we-oriented. correct C. He strives to understand the interests and aspirations of his employees. D. His leadership style is result-oriented and not relationship-oriented. E. He believes he is accountable to nobody but himself.

C Caring for others plays an important role in establishing credibility. Understanding others' interests indicates a sense of caring.

In high-trust relationships: A. communication is formal in nature. B. people view each other negatively. C. people are more willing to cooperate with each other. D. there is a greater likelihood of miscommunication. E. people prefer covering up mistakes rather than admitting to them.

C In high-trust relationships, since individuals willingly and freely give the benefit of the doubt, communication is simpler, easier, quicker, and more effective. In terms of ease of communication, credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication.

Amanda is asked about her former employer at a job interview. Which of the following is the more-effective reply for acing the job interview? A) "My former employer gave me numerous opportunities but my immediate supervisor's conservative approach was frustrating. He did not focus on my growth in the institution." B) "Working with them has been a great learning experience but I think I am ready to move on to a challenging work environment." C) "It was not easy for me to leave as I enjoyed working for them. After being part of their marketing campaign, I realized that I wanted a position where I could spend more of my time developing marketing events." D) "I have met some great individuals there but the board was extremely traditional in its approach. Most of our ambitious ideas were not approved and I realized that there was not much scope for personal as well as professional growth." E) "It was a temporary thing. During the recession, I decided that I needed to get a job that will cover my living expenses."

C - By focusing on the satisfying aspects of the position she intends to leave, Amanda is more likely to give the impression that she is a committed, team-oriented employee. It is effective to integrate your response into the needs of the current position.

_____ are statements that are reasoned or deduced based on facts. A) Projections B) Exaggerations C) Conclusions D) Positions E) Hypotheses

C - Conclusions are statements that are reasoned or deduced based on facts.

Which of the following is a strategy to improve empathy? A) Attend work-related social outings. B) Devote time to conversations on a range of topics. C) Pay attention to nonverbal behavior. D) Engage in relaxation techniques to clear your mind. E) Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues.

C - Empathy is the "ability to accurately pick up on emotions in other people and understand what is really going on with them." Empathy also includes the desire to help others develop in their work responsibilities and career objectives. Refer to table 2.5.

Larry is asked to prepare a report on the necessary steps to be taken by his company in view of the current recession. While preparing the report, he places the supporting reasons before the primary message. The message developed by Larry is based on the _____ approach. A) direct B) deductive C) inductive D) concurrent E) incidental

C - For messages such as when delivering bad news the indirect or inductive approach is used, in which supporting reasons are provided first followed by the primary message

Which of the following is a reason why idea development requires less time for routine messages? A) The audience of the routine message tends to respond negatively. B) Routine messages are typically sent to a very small audience. C) Routine messages deal with straightforward matters. D) Routine messages typically deal with cases that involve high level of resistance from the audience. E) Routine messages are not important.

C - For most routine messages, you can accomplish the AIM planning process fairly quickly. Because you generally are working with straightforward matters and your audience is likely to respond positively, you will generally not need much time for audience analysis. Since you are typically dealing with straightforward matters, you don't need much time for idea development.

_____ attire projects authority and competence. A) High-level casual B) Low-level casual C) Formal business D) Casual E) Semi-formal

C - Generally, formal business attire projects authority and competence, high-level business casual is associated with productivity and trustworthiness, and low-level business casual is associated with creativity and friendliness.

People with learner mindsets: A) ascribe negative traits to people with opposing views and label them unfavorably. B) display an unwillingness to understand other people's points of view. C) are open to the possibility of finding common ground in difficult conversations. D) work by rigid rules and guidelines. E) view differing opinions as undesirable.

C - In a learner mind-set, you show eagerness to hear others' ideas and perspectives and listen with an open mind. You do not have your mind made up before listening fully. When you disagree, you stay open to the possibility of finding common ground and mutually beneficial solutions.

Which of the following is true of people in high-trust relationships? A) They are inefficient and difficult to motivate. B) They assume the worst of each other. C) They give each other the benefit of the doubt. D) They communicate poorly. E) They prefer covering up mistakes than admitting to them.

C - In high-trust relationships, since individuals willingly and freely give the benefit of the doubt, communication is simpler, easier, quicker, and more effective.

Which of the following is an example of a more-direct message? A) As a result of decreasing product demand we are liquidating this firm. B) Your inability to deal with clients leaves us with no options but to lay you off. C) We are laying you off as a result of your unethical behavior. D) The recession has caused us to reduce your incentives. E) Due to your poor performance we are terminating the employment contract.

C - In more-direct messages, you'll give the bad news first and then provide the rationale.

Which of the following statement is true of delivering bad-news messages? A) In delivering bad news messages, it is advisable to move immediately to a constructive, forward looking approach without discussing the negative impact of the bad news. B) Use of general and legal language to convey bad news messages will cause the recipients to interpret the information as honest and upfront. C) Moving directly to a discussion of what the bad news means for the employees rather than the company is a good practice. D) It is better to convey an extremely bad-news message in writing than meeting in person or conveying the message over phone. E) When delivering bad-news messages, the sandwich approach should be adopted to sugarcoat the message.

C - In most situations, avoid moving directly to a discussion of what the bad news means for the company.

Which of the following is true about career summary? A) It tends to focus on the needs of the job seeker. B) It provides a summary of the job seeker's experiences in higher education and professional training. C) It is inherently focused on the needs of employers. D) It allows recruiters to easily find the job seeker's contact information. E) It includes the job seeker's personal information such as marital status, age, and religion.

C - In place of objective statements, many job seekers now provide short profiles. These profiles, often called career summary or summary of qualifications, present your qualifications in 100 words or less. Career summaries are inherently focused on the needs of others (employers), whereas objective statements tend to focus on the needs of self (the job seeker).

In the body of your persuasive message, your first task is to: A) list the disadvantages of your competitor's products. B) provide an overview of what your organization does for the wellbeing of the society. C) tie your product, service, or idea to the needs of your readers. D) describe the past financial performance of your organization. E) state the names of all your clients.

C - In the body of your message, your first task is to tie your product, service, or idea to the needs of your readers. The best way to reduce the resistance your reader may have is to show that your message meets your readers' needs. Once you've stated the need, you may describe your solution, which is a recommended product, service, or idea.

In the performing stage, team members: A) focus on gaining acceptance and avoiding conflict. B) arrive at work plans, including their roles, goals, and accountabilities. C) evolve to a level where they can transform conflict into consensus for future action. D) open up with their competing ideas about how the team should approach work. E) attempt to make sense of uncertain roles, goals, and accountabilities.

C - In the performing stage, teams operate efficiently toward accomplishing their goals. They have evolved to a level where they can transform disagreement and conflict into consensus for future action.

Which of the following must be avoided while delivering bad-news messages? A) Delivering the bad news fairly quickly B) Displaying concern for the recipient C) Using long buffer statements in written messages D) Using a neutral statement as a teaser E) Providing clear rationale for bad-news decisions

C - In written bad-news messages, buffer statement should be short and get to the bad news fairly quickly. You don't want the reader to feel you are purposely downplaying or hiding the bad news by burying it within the message.

Which of the following will help you design presentation slides for ease of processing? A) Using abstract images to convey your message B) Using complex charts and diagrams C) Using different formatting features to highlight key information D) Using low-contrast backgrounds and colors E) Using ten-point fonts for titles and eight-point fonts for body text

C - In your presentation, focus on and highlight key information. Use bold, italics, and other formatting features to make key phrases or key components in figures stand out.

Which of the following refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values? A) Expertise B) Team culture C) Character D) Transparency E) Deliverables

C - Managers can control their reputations as credible communicators by focusing on three well-established factors: competence, caring, and character. Character refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values.

One goal of interpersonal communication is to arrive at _____—a situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings. A) accommodation B) injunction C) shared meaning D) synergy E) harmony

C - One goal of interpersonal communication is to arrive at shared meaning —a situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings.

_____ messages in the workplace are generally high in richness but low in control. A) Text B) Written C) Spoken D) Token E) Concurrent

C - Spoken messages in the workplace are generally high in richness but low in control. In other words, when people speak to one another face-to-face, they get immediate verbal and nonverbal feedback and respond accordingly.

Which of the following reputations is most likely to be the result of the meta message "I am committed to my industry"? A) Reliable, capable, and considerate B) Open, networked, and independent C) Professional, passionate, and committed D) Fun-loving and exciting E) Talented, skilled, and capable

C - The meta messages, or overall and underlying messages that others decode from your online communications, become one basis for your online reputation. The meta message "I am committed to my industry" leads to the reputation of professional, passionate, and committed. Refer to table 7.5.

Gloria has been assigned the task of creating an effective business message aimed at making the employees in her company aware of the importance of being ethical. In the process of creating the business message, she studies the background of the employees, their priorities and values. To which of the following steps of the planning process for developing influential messages does this action typically belong? A) Idea development B) Message structuring C) Audience analysis D) Message review E) Message evaluation

C - The planning process for developing influential messages should include analyzing the needs of your audience. Effective business communicators possess an uncanny ability to step into the shoes of their audience members. They think about their needs, priorities, and values. They envision how their readers will respond when getting the message—in thought, feeling, and action.

In the context of the reviewing process, the "R" in the FAIR test stands for _____. A) reliability B) readability C) respect D) redundancy E) reaction

C - The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback. The "R" in FAIR test stands for "respect."

Which of the following is most likely to be true of using lists when responding to inquiries? A) Lists can easily be replaced by text with special formatting. B) When the order of inquiries is important, use bullet lists. C) Identifying responses to particular questions becomes easier if a list is used. D) Lists should be included in mails only when responding to customers. E) The use of lists makes mails seem too formal.

C - The very nature of working with others involves asking and responding to questions. One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions.

Which of the following is an advantage of using active voice while writing business messages? A) It diverts the attention from the subject so that the writer does not sound bossy. B) It allows for active slanting of facts which increases the credibility of the business message. C) It helps the writer to reduce the word count. D) It eliminates the possibility of exaggeration. E) It enables the writer to demonstrate the "me-first" attitude.

C - Using active voice in writing includes many benefits. The doer-action-object allows for faster processing because most people's natural thinking occurs in this way. It also emphasizes the business orientation of action. Perhaps most important, it specifies the doer. Since business activities depend on accountability and coordination, knowing the identity of the doer of an action is usually important. Furthermore, writing in the active voice usually results in fewer words.

Less rich channels to deliver bad news may be justified when: A) bad news is less controllable. B) the severity of bad news is high. C) the likelihood of bad news is low. D) the ability of bad-news recipients to alter the outcomes is low. E) the business relationship with the recipient is long-term.

C - When bad news becomes more controllable, and likelihood and/or severity decreases, less rich channels are more often justified.

In the context of navigational designs, which of the following statements is most likely to be true regarding the improvement of the ease of reading a message? A) In information-rich and complex messages, use of headings should be avoided. B) Visual appeal should be the first consideration for all written business communications. C) Writers should avoid using too much white space as it will make the document look insufficient. D) Readers are likely to be distracted by bullets and numberings in a document. E) Typically, you should use special formatting as much as you can so that your main ideas stand out.

C - Your readers will form an immediate impression about your document based on how much white space (areas without text) it has. Documents with too much text and not enough white look daunting or cluttered. On the other hand, documents with too much white space may look insufficient.

Why does the use of clichés fail to highlight a person's abilities and attributes? -Clichés portray a person as desperate for a job. -Clichés are perceived as showing inflated beliefs about abilities. -Clichés communicate only specific accomplishments. -Clichés are considered offensive and vulgar. -Clichés communicate a lack of self-confidence.

Clichés are perceived as showing inflated beliefs about abilities. - Many clichés, such as dream job or track record of success, fail to highlight your abilities and attributes for a few reasons. First, they do not communicate your specific accomplishments. Second, many potential employers perceive these statements as showing unrealistic or naïve expectations about a job or inflated beliefs about abilities.

Which of the following phrases best describes authority? A) A principle of influence based on returning favors B) A principle of influence whereby people determine what is right, correct, or desirable by seeing what others do C) A principle of influence whereby people are more likely to be persuaded by people who they like D) A principle of influence whereby people follow experts and celebrities E) A principle of influence whereby different people have different needs which have to be constantly fulfilled

D - Authority is a principle of influence whereby people follow authority figures.

_____ are posts that are arranged chronologically, similar to a journal format. A) Wikis B) Mashups C) Podcasts D) Blogs E) Social bookmarks

D - Blogs are posts that are arranged chronologically, similar to a journal format.

Jerry, the CEO of Snowflakes Inc., decides to fill an opening in his company by promoting one of his managers. He wishes to pick an employee with strong character. Which of the following employees meets his requirement? A) Dan, who is often unwilling to exchange information with team members B) Pat, whose reports are often misleading C) Ted, who seldom checks his presentations for errors D) Paula, who fosters complete transparency in her business relationships E) Jake, who accepts gifts and gratuities from clients

D - Business executives were asked what the most important determinants of trust in workplace projects were. Overwhelmingly, character-based traits—that is, honesty, ethical behavior, and willingness to exchange information—ranked at the top.

Which of the following is an advantage of delivering bad news in writing? A) Can use and observe nonverbal cues B) Can more easily demonstrate intentions C) Can respond to concerns immediately D) Can provide a message that serves as a reference E) Can demonstrate greater concern than verbal delivery

D - Delivering messages in writing makes them easier to document and provides a message that serves as a reference for future actions.

Which of the following is an effective strategy to be followed during presentations? A) Always turn out the lights so that the audience can easily view the slides. B) Open the presentation with your slides. C) Face the screen and not the audience while presenting. D) Introduce your slides to the audience before showing them. E) Read the content of the slides to the audience.

D - During a presentation, to keep the focus on you and more effectively control the timing of your message, introduce your slides before you show them. When you move to a slide without any introduction, the audience automatically focuses on the slide more than on you.

Email chains are groups of emails that: A) include spreadsheets as attachments. B) do not include a subject line. C) include the same professional tagline in the signature blocks. D) are sent back and forth among a group of people. E) include pictures as attachments.

D - Email chains are groups of emails that are sent back and forth among a group of people.

Which of the following is a drawback of emails? A) Emails are time consuming and difficult to create. B) Emails take a long time to reach the recipient. C) Emails are an informal way of communicating and are not documented. D) Emails lack nonverbal clues associated with face-to-face communication. E) Emails are not suited for delivering fact-based messages.

D - Email communication is the primary form of written business communication. Email is easy and convenient. Since emails are not rich—meaning lacking in virtually all verbal and nonverbal cues associated with face-to-face communication and lacking immediate feedback—they are best suited for routine, task-oriented, fact-based, and nonsensitive messages.

Ethics is defined as: A. the skills needed to identify and overcome business problems. B. the ability to seize business opportunities when they present themselves. C. a communication style that is me-oriented and not we-oriented. correct D. the rules of conduct or moral principles that guide individual or group behavior. E. a person's ability to show that he or she cares for the needs of others.

D - Ethics are rules of conduct or moral principles that guide individual or group behavior

_____ are the commonly accepted beliefs and principles in the corporate community for acceptable behavior. A) Personal values B) Core competencies C) Deliverables D) Business ethics E) Work plans

D - Ethics are rules of conduct or moral principles that guide individual or group behavior. Business ethics are the commonly accepted beliefs and principles in the business community for acceptable behavior.

In the context of communicator styles, who among the following is most likely to enjoy small talk and begin conversations by warming up? A) Intuitor B) Senser C) Thinker D) Feeler E) Delighter

D - Feelers tend to be more people-oriented and as a result, they focus heavily on harmony. They tend to enjoy small talk and begin conversations by warming up. Refer to table 2.7.

In _____ presentations, you have opportunities before, during, and after your presentation to bolster your credibility. A) internal B) informal C) technical D) external E) casual

D - For external presentations, you are often dealing with people who have superficial impressions of your credibility. You have opportunities before, during, and after your presentation to bolster your credibility. Before the presentation, you can make information about your background available or have someone introduce you with a brief statement.

Why should the most critical information be placed at the beginning of a message? A) Most people lack the concentration required to read long mails. B) Most people are impatient and do not want to read an entire email. C) Most people are incapable of reading and understanding an entire mail in one go. D) Most people are flooded with emails and pay more attention to the beginning. E) Most people lack the comprehension to understand an entire email.

D - Get to the point within three or four sentences, and keep your paragraphs about half the size of those in business documents—ideally 30 to 50 words long. Consider placing the most critical information at the beginning so readers gather the most relevant information immediately. This is an important strategy, since most people are so inundated with messages that they often pay more attention to the beginning, skimming or skipping latter portions.

In the context of navigational designs, which of the following is most likely to improve the ease of reading for information-rich and complex messages? A) Avoiding headings B) Avoiding numbered lists C) Using several different font styles for headings D) Highlighting key words E) Avoiding the use of white spaces

D - Highlighting key words and phrases improves the ease of reading for information-rich and complex messages.

Which of the following is characteristic of judger mind-sets? A) Viewing differing opinions as normal, healthy, and desirable B) Displaying an eagerness to understand other people's points of view C) Being open to the possibility of finding common ground in difficult conversations D) Ascribing negative traits to people with opposing views E) Working by an accommodating set of rules and guidelines

D - In a judger mind-set, people have their minds made up before listening carefully to others' ideas, perspectives, and experiences. Judgers view disagreement rigidly, with little possibility of finding common ground, unless the other person changes his or her views. At its extreme, the judger mind-set involves ascribing negative traits to others and labeling them in undesirable terms.

Which of the following is true of customers and clients in the post-trust era? A) They consider the lack of choice an indicator of credibility. B) They view overly complex language as a display of transparency and respect. C) They view simple language as potentially deceptive. D) They are not positively influenced by hard sells. E) They are best persuaded by using the I-voice or we-voice.

D - In the post-trust era (PTE), customers and clients consider choice an indicator of credibility. They view simple language (not implying lack of sophisticated knowledge) as a display of transparency and respect. In contrast, they view overly complex language as potentially deceptive. Similarly, effective persuasive messages avoid statements that may be perceived as pressure tactics. Hard sells are increasingly ineffective in a PTE, especially in written format.

In the story line approach to business presentations, the plot refers to: A) the time, place, characters, and context of the business situation. B) the main point of the story. C) the inherent incompatibility between two or more forces. D) a business situation that involves challenges or tensions to overcome. E) a solution to the challenges or tensions in a business situation.

D - In the story line approach to business presentations, the plot refers to a business situation that involves challenges or tensions to overcome and a clear beginning and end.

Which of the following is most likely to be the outcome of overcoming objections with counterpoints? A) This approach legitimizes the reader's concerns. B) This approach enhances your professional credibility. C) This approach causes users to warm up to your ideas before you offer a solution. D) This approach may unnecessarily carry a me-versus-you tone. E) This approach removes skepticism from the readers' minds.

D - Overcoming objections with counterpoints is risky in the post-trust era. This approach may unnecessarily carry a me-versus-you tone and delegitimize the readers' concerns.

When should you use the priority flag in an email? A) When you include an attachment in the mail B) When the framework of your message is based on the deductive logic C) When you do not include a subject line in the message D) When your request is time sensitive E) When the framework of your message is based on the inductive logic

D - Priority flag is typically set for those requests that are time-sensitive.

To build well-reasoned business positions, one should: A) use either/or logic. B) avoid spending time on planning. C) exaggerate the facts when needed. D) avoid slanting of the facts. E) avoid using the other-oriented approach.

D - Slanting means only presenting those facts that are favorable to your position. To build well-reasoned business positions, one should avoid slanting of the facts.

Individuals involved in _____ give immediate responses to one another and engage in turn-taking. A) emotional hijacking B) decoding C) scaffolding D) synchronous communication E) social referencing

D - Synchronous communication occurs in real time; the individuals involved give immediate responses to one another and engage in turn-taking.

Jerry, the CEO of Snowflakes Inc., wishes to give his most ethical employee the "Star of the Year" award. Which of the following employees meets with his requirement? A) John, who networks well with others B) Jake, who accepts gifts and gratuities from clients C) Ted, who gives employees few opportunities to develop their skills D) Greta, who shares all relevant information with stakeholders E) Dan, who believes in being accountable only to himself

D - The dominant business ethic in recent years is transparency. Transparency involves sharing all relevant information with stakeholders. A company that does not share all relevant information with stakeholders is not being transparent.

Which of the following is detrimental while delivering bad news? A) Transparency and honesty B) Teaser messages C) Simple designs for written messages D) The mum effect E) A problem-solving approach

D - The mum effectoccurs when the chain of messages within an organization is filtered at each level to leave out or inaccurately state the bad news. The message that top executives often hear ends up being unrealistically rosy.

Which of the following is true about the placement of a primary message in an email? A) It is never placed in the subject line of an email. B) It is never placed at the beginning of a routine message. C) It is never placed at the end of a routine message. D) It is never placed in a signature block in an email. E) It is never placed in the body of a routine message.

D - The primary message should have ten words or fewer, and you should typically place it in the subject line of your email to immediately capture attention. Furthermore, the primary message should appear in the first sentence or two of the message and again in the closing if your message is several paragraphs long. But, you would never place the primary message in the signature block of your email.

Which of the following components of setting expectations translates to setting tasks for employees? A) Discussing coordination B) Providing deadlines C) Achieving goodwill D) Describing responsibilities E) Making requests

D - Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination. Describing responsibilities means designating tasks and work outcomes to certain employees.

Which of the following should be avoided to build a well-reasoned business position? A) Supported generalizations B) Strong analogies C) Flexibility to alternative explanations D) Either/or logic E) Other-oriented voice

D - To build well-reasoned business positions, avoid the following types of logical inconsistencies: unsupported generalizations, faulty cause/effect claims, weak analogies, either/or logic, slanting the facts, and exaggeration.

Which of the following is true regarding persuasive messages? A) External persuasive messages mostly focus on logical appeal. B) Internal persuasive messages mostly focus on emotional appeal. C) It is ideal to avoid an equal mix of both emotion and logic in persuasive messages. D) Persuasive messages should have logical and emotional appeals but you should emphasize one or the other. E) Persuasive messages should strictly concentrate on reason rather than emotions.

D - Typically, internal persuasive messages focus mostly on logical appeals. External persuasive messages, with the exception of those that emphasize price, generally include strong emotional appeals. As you develop persuasive messages, think about how to get the right mix of logical and emotional appeals. Generally, you will supply both but emphasize one or the other.

Which of the following is a component of disagreeing diplomatically? A) Changing your arguments to mirror that of the people around you B) Avoiding the usage of I-statements C) Using the either/or approach frequently D) Recognizing the perspectives of other people as legitimate E) Approaching conversations with a judger mind-set

D - Typically, you can disagree diplomatically by validating the views and feelings of others and using I-statements. Validating others means that you recognize their perspectives and feelings as credible or legitimate. It does not necessarily mean that you agree.

Which of the following will help to learn how well you fit the needs of employers? A) Human resource planning B) A complete résumé C) Good faith bargaining D) A thorough job search E) A recommendation letter

D - You can learn how well you fit the needs of employers by conducting a thorough job search and carefully analyzing those positions that are most compatible with your abilities and attributes.

A _____ frames your message in appealing terms to your audience members and demonstrates clear and valuable benefits to them. A) slogan B) catch phrase C) tag line D) vision statement E) positioning statement

E - A positioning statement frames your message in appealing terms to your audience members and demonstrates clear and valuable benefits to them.

Which of the following questions is most helpful in guiding you as you design your presentation? A) What will appeal to my audience? B) What is the attention span of the members of my audience? C) What is the average age of my audience? D) How can I impress members of my audience? E) How will audience members benefit from the product, service, or ideas I am proposing?

E - Asking how audience members will benefit from the product, service, or idea you are proposing is the single most important question you can use to guide you as you design your presentation. In particular, focus on benefits that fulfill an unmet need.

Which of the following is defined as the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done? A) Team culture B) Accountability C) Ethics D) Deliverables E) Competence

E - Competence refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done. Most people will judge your competence based on your track record of success and achievement.

Which of the following is true about cover letters? A) They must be long and elaborate in order to be effective. B) They must use buzzwords and clichés to demonstrate sophistication. C) They develop a narrative through an emotional tone by including personal information. D) They present your qualifications in 100 words or less. E) They describe your interest in and qualifications for a position.

E - Cover letters describe your interest in and qualifications for a position. Whereas you may have one, two, or at most three versions of your résumés for various positions, you must uniquely tailor each cover letter to a particular position. No two cover letters should be the same.

Which of the following strategies helps you interact effectively with your audience during presentations? A) Quickly answering questions without pausing B) Never admitting that you do not know the answer C) Giving detailed and elaborate explanations for every question D) Not reframing questions to match your agenda E) Showing appreciation for the questioner

E - During a presentation, fielding questions allows you to develop an emotional bond with the questioner. You can do so by sincerely showing thanks, recognizing the importance of the question, and otherwise validating the questioner.

_____ questions are intended to increasingly deconstruct a business issue so that a team can tackle or approach it in pieces. A) Leading B) Rapport-building C) Solution-oriented D) Probing E) Funnel

E - Funnel questions move from general to specific. They are intended to increasingly deconstruct a business issue so that a team can tackle or approach it in pieces. This approach involves starting with broad and open questions and moving to more specific and closed ones.

In the context of writing business messages, which of the following is true? A) Displaying a can-do attitude reduces the credibility of business messages. B) Emphasizing what products and services are not rather than what they are contributes toward increasing positivity of business messages. C) Avoiding diplomatic terms related to your relationships and interactions contribute toward increasing positivity of business messages. D) Slanting of facts increases the credibility of your business message. E) In content and form, a business message should show that you have the interests of the audience in mind.

E - In content and form, a business message should show that you have the interests of the audience in mind and so any form of self-centeredness should be avoided.

In the story line approach to business presentations, the _____ refers to the time, place, characters, and context of the business situation. A) plot B) preface C) exposition D) resolution E) setting

E - In the story line approach to business presentations, the setting refers to the time, place, characters, and context of the business situation.

Of the different communicator styles, _____ generally pride themselves on a dispassionate approach to decision making and may be turned off by what they consider blatant and irrelevant appeals to emotion. A) accommodators B) intuitors C) feelers D) sensers E) thinkers

E - Of the different communicator styles, thinkers generally pride themselves on a dispassionate (nonemotional) approach to decision making and may be turned off by what they consider blatant and irrelevant appeals to emotion.

Which of the following is a relaxation technique to manage nervousness before a presentation? A) Rehearsing the presentation till the very last minute B) Shutting oneself in a dark room C) Videotaping the presentation the previous day D) Running through the presentation over and over again E) Listening to music

E - Some of the recommended relaxation techniques to manage nervousness before a presentation include stretching, meditating, listening to music, going to a movie, thinking about the things in your life you are grateful for, such as your cherished relationships, and so on.

Which of the following components typically belongs to the reviewing process? A) Analyzing the audience B) Identifying the primary message C) Determining the structure of the message D) Conducting market research E) Getting feedback

E - The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback.

When you accept a new position, you should: A) immediately resign from your previous job without furnishing a formal notice. B) send a resignation email and highlight the shortcomings of your previous employer. C) brag about your new position. D) send a thoughtful care package instead of a resignation letter. E) inform your supervisor and follow up with an appreciative formal resignation.

E - When you accept a new position, you can extend several courtesies to your current employer and ensure that you leave on good terms so that your supervisors can provide a positive recommendation in the future if you need it. In addition to telling your supervisor in person that you are leaving, you may be required to write a formal resignation. Write a brief, warm, and appreciative letter.

Which of the following is expected of a facilitator? -Ensuring that each agenda item is properly discussed -Discouraging expressions of opposing viewpoints -Steering conversations toward predetermined conclusions -Documenting the meeting's minutes -Discouraging association and disassociation

Ensuring that each agenda item is properly discussed - The facilitator acts from a neutral position to get each person to participate in the conversation and ensure that each agenda item is properly discussed. Facilitators should acknowledge, check for understanding, paraphrase and summarize, not judge, ask for elaboration, and get everyone involved.

Which of the following is true about delivering presentations with confidence? -Feeling some nerves before a presentation is always a bad sign. -Rehearsing for presentations will lead to confusion.Rehearsing for presentations will lead to confusion.Rehearsing for presentations will lead to confusion. -Focusing on people during presentations will cause you to lose your train of thought. -Experiencing some nervousness can heighten your ability to deliver forcefully. -Using notes during a presentation is considered a sign of weakness

Experiencing some nervousness can heighten your ability to deliver forcefully - Experiencing some nervousness as you speak and present is normal. Even experienced speakers get stage fright from time to time. Feeling some nerves is not necessarily bad. It shows you care about making an effective presentation. And feeling some nerves can heighten your ability to deliver forcefully and passionately.

Which of the following is true about the SOFTEN model of nonverbal communication in presentations? -Going through your presentations quickly is recommended as it shortens your presentation time. -While presenting, lean back and lower your shoulders to project confidence. -Keeping your arms to your sides or gesturing with palms up is more inviting to the audience. -Speaking in a monotone ensures that your audience's attention doesn't waiver. Gesturing with your hands, arms, body, and head should be avoided as much as possible.

Keeping your arms to your sides or gesturing with palms up is more inviting to the audience. - Most people consider an open stance as more warm and inviting. Excessively putting your hands on your hips, folding your arms, crossing your legs, and gripping a podium or other objects closes you off from some people and implies less warmth. Keeping your arms to your sides or gesturing with palms up is more inviting to the audience.

What are leading questions? -Leading questions are those which gradually ease people into conversations. -Leading questions are intended to increasingly deconstruct a business issue. -Leading questions are intended to analyze a business problem from all angles. -Leading questions focus on how to overcome business problems. -Leading questions are intended to guide people to your way of thinking.

Leading questions are intended to guide people to your way of thinking. - Leading questions are intended to guide people to your way of thinking. These questions are often perceived as dishonest or manipulative. Recent research indicates that for sales, the best questions are open ones that focus on learning customers' real wants and needs.

Which of the following is most likely to be included in the drafting stage of writing an effective business message? -Making the message easy to read -Working on the feedback -Sending the message for proofreading -Identifying the primary message and key points -Removing any distractions

Making the message easy to read - In order to create an effective business message, during the drafting stage, you should set a positive and other oriented tone, make the message easy to read, and make the message easy to navigate. Refer to figure 5.1.

Which of the following is most likely to be true regarding messages that provide directions? -Since describing step-by-step procedures is so specific, insufficient detail in such messages can frustrate readers. -For routine matters, several people need to test the procedures written to provide directions to find which steps need to be clarified better. -Messages that provide directions are distinctly different from those that set expectations. -While writing highly technical and complicated procedures, you should review your own work. -Your ability to foster interpersonal trust is gauged from your ability to provide directions.

Since describing step-by-step procedures is so specific, insufficient detail in such messages can frustrate readers. - Messages that provide directions share many similarities with those that set expectations. Since describing step-by-step procedures is so specific, insufficient detail can frustrate your readers. For routine matters, you are generally safe reviewing your own work and making sure it is complete. For more technical and complicated procedures, make sure you have several people test the procedures to find where you can better clarify the steps involved.

Which of the following presenters is using the room to their advantage? -Smith positions himself where people can see him easily. -Barbara leans on the podium while presenting. -Clark places himself in a corner of the room to avoid eye contact with his audience. -Allen grips the podium while presenting. -Amy makes sure she is facing the screen while presenting.

Smith positions himself where people can see him easily - During presentations, walk around the room before your presentation to check the vantage points that various audience members will have. After you do this, you can generally determine where you can stand to get the most eye contact with your audience.

Which of the following statements is true of reviewing bad-news messages? -Strong emotions affect the tone of the original message, therefore bad news messages need intense reviewing. -When you deliver a bad-news message in person, you have more control, so it does not require reviewing. -Asking colleagues to review your bad news message and giving feedback is not a wise practice. -It is appropriate to ask others to read messages that include confidential matters. -Reviewing bad-news messages consumes time, and hence should be avoided.

Strong emotions affect the tone of the original message, therefore bad news messages need intense reviewing - Often, you will find that your strong emotions, such as anxiety and nervousness, affected the tone of the original message.

While examining the pros and cons of introducing a stress busting yoga program for the employees of Hillock Inc., Sheldon learns that the pros far outnumber the cons and decides to recommend the implementation of the yoga program. Which of the following statements is most likely to increase the positivity of his proposition? -Let me know if you want me to keep working on the implementation plan. -The yoga program would increase the expenditure of the company. -The yoga program would increase the efficiency of the employees. -I would like to present my argument for why we should continue with the yoga program initiative. -Employees will need to spend additional time in office due to the yoga program.

The yoga program would increase the efficiency of the employees - In order to make business messages more positive you should focus on actions you can accomplish and demonstrate a realistic optimism.

Which of the following guidelines should be followed by business writers in order to improve the ease of reading for their readers? -They should use short sentences. -They should not use parallel language. -They should avoid using action verbs. -They should always use the passive voice. -They should use as many buzzwords as possible.

They should use short sentences. - Like relatively short paragraphs, short sentences allow your readers to comprehend your ideas more easily.

Which of the following is most likely to be true about the people who exhibit high self-management? -They show a sincere interest in others efforts, ideas, and successes. -They react defensively and with a me-first attitude when threats are perceived. -They spend a higher percentage of work conversations on work-related topics with a focus on solutions. -They frequently vent frustrations without a constructive work purpose. -They are unable to control impulses.

They spend a higher percentage of work conversations on work-related topics with a focus on solutions - Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." It involves the discipline to hold off on current urges in order to meet long-term intentions. Refer to table 2.5.

Which of the following statements is true of a business message? -Providing as much information as you can should be your primary aim when writing a business message because information can never be too much. -Slanting, i.e. presenting those facts that are favorable to your position is important as it increases the credibility of a business message. -You should carefully provide the required information as not providing enough information can leave your reader wondering how to respond. -Emphasizing the drawbacks of the products and services rather than on the advantages improves the positivity of the message. -Parallel language should be avoided as it can distract the readers from your main message.

You should carefully provide the required information as not providing enough information can leave your reader wondering how to respond. - One challenge while writing a business message is deciding which information is relevant for your message. After all, providing too much information can distract your readers and weigh your document down. On the other hand, not providing enough information can leave your reader wondering how to respond.

Most audience members expect your presentation to include: -an elaborate explanation on every slide. -abstract visuals. -complex charts and diagrams. -a preview, view, and review. -low-contrast backgrounds and colors.

a preview, view, and review - Most audience members expect your presentation to include a preview, view, and review (analogous to the introduction, body, and conclusion in written documents).

In the context of the reviewing process, the "A" in the FAIR test stands for _____. -access -argument -agreement -affect -advantage

access - The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback. The "A" in the FAIR test stands for "access."

Appreciation messages should begin with: -a subject line. -with a statement of goodwill. -a rationale for the appreciation. -an expression of thanks. -a call to action.

an expression of thanks - Appreciation messages should begin with an expression of thanks, provide a quick rationale for the thanks, and end with a statement of goodwill.

Which of the following is most likely to have a negative impact on your readers' perceptions of your credibility? -Using strong analogies -Being vague -Avoiding slanting -Avoiding exaggerations -Using the other-oriented tone

being vague - Being specific affects the judgments your readers make about your credibility. Specific statements lead your readers to believe that you know what you're talking about (competence); that you are not hiding anything (character); and that you want your readers to be informed (caring). Being vague, on the other hand, detracts from your credibility.

Which of the following is most likely to be caused by a failure to set expectations? -Social loafing -Emotional hijacking -Cyber incivility -Breakdowns in working relationships -Noncompliance with requests

breakdowns in working relationships - Many young business professionals are nervous about overstepping their authority and disrupting a friendly feeling with subordinates. Yet, setting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplace. So, although setting expectations is often a routine matter, failure to do it can lead to lasting professional disappointments and breakdowns in working relationships.

During presentations, you show your _____ by knowing your content well. -naivety -coercive power -competence -emotional intelligence -amateurishness

competence - During the presentation, you establish your competence by showing that you know the content well.

Negative performance reviews without measurable and realistic goals are most likely to: -demoralize employees. -be highly effective and fair. -increase the scope of accountability for the employees. -provide a clear path for employees to gain positive ratings. -help employees establish good terms with their supervisors.

demoralize employees - Negative performance reviews without measurable and realistic goals may demoralize employees.

When you begin a business message with a main idea or argument and then provide the supporting reasons, the business message is said to be _____. explicit latent direct implicit lineal

direct - Most business writing is direct and explicit. It is direct in that you begin with a main idea or argument and then provide the supporting reasons. It is explicit in that nothing is implied; statements contain full and unambiguous meaning.

Which of the following techniques is most likely to make business messages more positive? -Exaggerating facts -Setting unrealistic expectations -Avoiding diplomatic words -Displaying a confident attitude -Avoiding the other-oriented tone

displaying a confident attitude - In order to make business messages more positive you should focus on actions you can accomplish and demonstrate a realistic optimism.

When statements in a business message contain full and unambiguous meaning, the business message is said to be _____. indirect explicit latent direct implicit

explicit - Most business writing is direct and explicit. It is direct in that you begin with a main idea or argument and then provide the supporting reasons. It is explicit in that nothing is implied; statements contain full and unambiguous meaning.

Which of the following involves an act committed by the sender rather than the receiver of an email? -The negativity effect -The neutrality effect -Cyber silence -Flames -Reinterpretation

flames - In some cases, the sense of online freedom leads to flames, which are emails or other digital communications with "hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization."

Which of the following is the first task in most persuasive messages? Offering a solution Providing a rationale Gaining attention Giving announcement Expressing gratitude

gaining attention - The first task of most persuasive messages is to gain the attention of your readers. You can do this in a variety of ways, including asking a rhetorical question, providing a compelling or interesting fact, revealing a compelling statistic, issuing a challenge, or posting a testimonial.

In tense and emotionally charged situations, it is important to: -maintain your point of view. -speak loudly and assertively. -hold judgment. -be uncompromising. -ask cross-examination questions.

hold judgement - People will only share their ideas and feelings with you if they feel safe. Holding judgment is particularly important in tense and emotionally-charged situations. One of the best ways to make others feel comfortable expressing themselves fully is to demonstrate a learner mind-set rather than a judger mind-set.

While reading a business message, if the reader needs to read between the lines to grasp the entire meaning. Then the message is said to be _____. indirect explicit latent direct implicit

implicit - Compared to other business messages, persuasive messages are somewhat more indirect and implicit. They are sometimes indirect in that they provide the rationale for a request before making the specific request. They are sometimes implicit in that the request or some of the rationale for the request may be implied. In other words, sometimes the reader needs to read between the lines to grasp the entire meaning

Which of the following is likely to be least effective in facing the job interview? -Interviewees including their photos in their résumés -Interviewees asking questions about vacation time -Interviewees not sending a thank-you note after the interview -Interviewees inquiring about work hours prematurely -Interviewees dressing provocatively

interviews dressing provocatively - One of the first signals of professionalism you give at a job interview relates to your clothing choices. As much as possible, gain a sense ahead of time about the dress standards at the company where you are interviewing. Generally, you should dress up, even when the company has a fairly casual environment. Typically, err on the side of conservative dress—that is, wear well-pressed, clean, and nicely fitted clothes.

Which of the following is a guideline while writing a cover letter? -It should contain flowery language. -It should include detailed personal information. -It should follow a conversational and informal tone. -It should be focused and concise. -It should not mention the position you are applying for.

it should be focused and concise - In recent years, potential employers have come to expect shorter, more concise cover letters. This is in part due to larger application pools for each position. Thus, you should generally aim for three to five targeted paragraphs.

In order to make business messages more positive business writers should focus on actions they can accomplish, and demonstrate a realistic optimism. However, they should be careful: -not to exaggerate facts. -to avoid diplomatic terms. -not to use strong analogies. -to avoid supported generalizations. -not to use the other-oriented voice.

not to exaggerate facts. - In order to make business messages more positive you should focus on actions you can accomplish and demonstrate a realistic optimism. At the same time, be careful not to exaggerate or set unrealistic expectations.

In which of the following components of active listening does body language play an important role? -Paying attention -Holding judgment -Reflecting -Meditating -Retrospection

paying attention - Paying attention requires active nonverbal communication. Your body language, including appropriate eye contact, should show you are eager to understand the other person.

A communicator may have a difficult time sending a message due to physiological constraints such as stuttering, sickness, or other temporary or permanent impairments. A noise caused due to these reasons is known as a _____ noise. -physical -physiological -semantic -psychological -cognitive

physiological - Physiological noise refers to disruption due to physiological factors. Examples include hearing problems, illness, memory loss, and so on. Conversely, a communicator may have a difficult time sending a message due to physiological constraints such as stuttering, sickness, or other temporary or permanent impairments.

Which of the following makes presentation slides appear uncluttered? -Plenty of white space -Low-contrast backgrounds and colors -Complex charts and diagrams -Multiple colors in a single slide -Excessive use of compelling images

plenty of white space - When designing your slides, use plenty of white space. White space is effective for borders and between items and text on slides; it provides an uncluttered appearance.

In the context of bad news, a teaser message is a message that: -prepares recipients emotionally yet does not reveal specific information. -shows excessive display of concern for the recipients. -puts across a bad news to the reader in a more direct manner than a buffer. -hides the bad news by sugarcoating it. -criticizes the bad-news recipients.

prepares recipients emotionally yet does not reveal specific information - The teaser message prepares recipients emotionally yet does not reveal specific information.

Which of the following is most likely to be involved in the reviewing stage? -Proofreading the message -Analyzing the audience -Creating a reader-centered tone for the message -Gathering relevant, accurate, and up-to-date information -Developing the primary message

proofreading the message - Proofreading takes place during the reviewing stage. Your proofreading in the reviewing stage should take a minute or two. Since business professionals send so many routine messages each day and their content can be repetitive, they often do not take time to reread them.

Which of the following is an example of a bad-news message characterized by low severity and low controllability? -An employee being laid off -Rejecting a customer claim -Giving poor performance rating to an employee -A vendor choosing another supplier -Rejecting a colleague's idea

rejecting a customer claim - Severity is how serious or detrimental the bad news is. Controllability is the degree to which the bad-news message receiver can alter the outcome. Rejecting a customer claim is an example of bad news characterized by low severity and low controllability. Refer to table 10.2.

Often, potential employers judge your character when they see: -relevant hobbies and interests not mentioned in your resume. -skill areas that need improvement. -seemingly contradictory information. -short objective statements. -quantifiable accomplishments.

seemingly contradictory information. - Often, potential employers judge your character when they see seemingly contradictory information. So be accurate and precise in setting out dates of employment, job responsibilities and accomplishments, educational background, and all other aspects of the résumé and cover letter.

The _____ should provide clear contact information of the sender. -subject line -attachment -"blind carbon copy" feature -signature block -"copy" feature

signature block - Signature blocks should provide clear contact information. This allows recipients to easily contact you through richer communication channels if needed.

The _____ Age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally. -Social -Machine -Information -Industrial -Automation

social - Social Age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems communally.

Persuasive messages are most likely to be directed to: -those who resist your ideas, products, or services. -the competitors of an organization. those who admire your products and services. -the loyal customers of the organization who have developed a brand preference for the organization. -those who influence your ideas and products.

those who resist your ideas, products, or services - Persuasive messages are directed to others who resist your ideas, products, or services.

Which of the following is the ideal length of an effective cover letter? -Five to seven long paragraphs -Three to four pages -Three to five short paragraphs -Two to three pages -Three to five lines

three to five short paragraphs - Potential employers have come to expect shorter, more concise cover letters. This is in part due to larger application pools for each position. Thus, you should generally aim for three to five targeted paragraphs.

Which of the following is low in planning, is used for team meetings, and is a richer form of interacting than conference calls but typically requires more expensive equipment and careful scheduling? -Videoconference -Texting -Phone conversation -Email -Blogging

videoconference - Videoconferences are used for team meetings. They are a richer form of interacting than conference calls but typically require more expensive equipment and careful scheduling and planning. It is low in planning as messages are spontaneous.

Which of the following is a synchronous communication channel that is most likely to be high in control? -Phone conversation -Conference call -Texting -Webinar -Social networking

webinar - Webinars are synchronous and high in control.

As with written reports, successful presentations rely on: -minimal audience involvement. -the elimination of white space in slides. -well-developed takeaway messages. -the use of low-contrast backgrounds and colors. -the use of text-heavy slides.

well-developed takeaway message - As with written reports, successful presentations rely on well-developed takeaway messages, supporting information, and structure.

People are most likely to process the information in a message quickly: -when writers use action verbs. -when writers avoid using the active voice. -when writers exaggerate the facts. -when writers avoid using parallel language. -when writers use a lot of buzzwords.

when writers use action verbs - People can generally process information more quickly when writers use action verbs.