MGT chp10/11 test

An effective flyer promoting a financial services firm might contain which of the following elements?

YOU-VOICE; TANGIBLE BENEFITS

Which of the following is typically the most important factor in gaining your colleagues' support when you appeal to shared purpose and shared values?

YOUR CREDIBILITY

Which of the following are elements of a persuasive message that are included in the body of the message?

A RATIONALE; A NEED; A SOLUTION

Who would likely be the best person to read your persuasive messages and give you feedback?

A TRUSTED COLLEAGUE WHO DOES NOT ENTIRELY SHARE YOUR ENTHUSIASM FOR YOUR IDEAS

Which of the following are tru when breaking bad news to external partners?

A WRITTEN NOTICE USUALLY CALLS FOR A FOLLOW-UP PHONE CALL OR VISIT; A WRITTEN MESSAGE IS GOOD FOR FORMAL NOTICES; THE RICHNESS OF THE CHANNEL SHOULD INCREASE WITH THE SEVERITY OF THE NEWS

When discussing bad news,

THE DELIVERY OF THE MESSAGE CAN BE MORE IMPORTANT THAN THE CONTENT

Why should you give feedback only on observable behaviors during a performance review?

THE EMPLOYEE IS LESS LIKELY TO BECOME DEFENSIVE; IF YOU FOCUS ON ATTITUDES, YOU WILL SEEM JUDGMENTAL; YOU CAN NEVER BE SURE THAT YOU KNOW SOMEONE'S THOUGHT AND FEELINGS

Why should a manager establish measurable performance goals for employees?

THE GOALS GIVE THE EMPLOYEE AN OBJECTIVE WAY OF MEETING EXPECTATIONS

A store is sponsoring a walkathon to raise money to fight cancer. To create a personalized message that will persuade employees to join, you might provide information about

THE LOCAL COMMUNITY; EMPLOYEES WHO HAVE BATTLED CANCER

The filtering of bad news at each level of an organization is known as

THE MUM EFFECT

When trying to persuade others, your most effective approach is the one that meets

THE NEEDS OF YOUR AUDIENCE

Persuasion communication strategies that worked well in the past are not as successful in

THE POST-TRUST ERA

Recent research on the delivery of bad news during the great recession has shown that

THE PROPER DELIVERY OF BAD NEWS CAN STRENGHTHEN RELATIONSHIPS WITH CUSTOMERS

One effective way of personalizing a persuasive message is

TO MAKE THE MESSAGE TANGIBLE TO THE READER

Maria responds to a colleague's idea by saying, "no, that will never work. Its completely inappropriate. Thanks so much, though." This is an example of

TOKEN APPRECIATION

Showing sincere concern in a bad-news message is largely a question of

TONE

Most bad-news messages are delivered in a less- delivered in a less-direct manner with the rationale for the bad news given first

TRUE

Persuasive messages that you generate as a representative of a business or other organization are generally considered to be high-stakes communicators

TRUE

Sending too many sales letters and mass emails can lower your company's brand value.

TRUE

Reframing statements refer to

TURNING A NEGATIVE EMOTION INTO A PRODUCTIVE RESPONSE

A teaser message is a

TYPE OF BUFFER

The "d" in the aida approach stand for

"DESIRE"

Who of the following are generally considered external partners for a business?

JOINT-VENTURE PARTNERS; SUPPLIERS; CONSULTANTS

Which of the following are examples of good practice in delivering bad news in writing to colleagues?

A CLEAR EXPLANATION OF THE REATIONALE BEHIND THE COMPANY'S MOVES; A BUFFER STATEMENT TO SOFTEN THE IMPACT; AN OPTIMISTIC STATEMENT ABOUT FUTURE OPPORTUNITIES

To soften the blow of bad news in written communications, you could use

A NEUTRAL SUBJECT LINE FOR THE MESSAGE; A BUFFER STATEMENT

If your central sales theme is price, which two of the following tactics might you focus on when developing your mass sales message?

A PRIMARILY LOGICAL APPEAL; A TABLE THAT COMPARES PRICES

Which of the following are appropriate for an effective delivery in person of bad news to a client?

A RATIONALE FOLLOWED BY THE BAD NEWS; A BUFFER TO LET THE PERSON GET READY EMOTIONALLY TO HEAR THE NEWS; AN EXPLANTATION OF HOW THE NEWS WILL IMMEDIATELY AFFECT THE PERSON'S SITUATION

Which type of statement requires reading "between the lines" to grasp the entire meaning, since the underlying meaning is not stated?

AN IMPLICIT STATEMENT

Which of the following are common types of buffers for bad news messages?

APPRECIATION; A NEUTRAL STATEMENT; GIVING A COMPLIMENT

It makes sense to provide bad news in writing to external partners when you

ARE PROVIDING A FORMAL NOTICE

Face-to-face performance reviews

ARE STRESSFUL FOR BOTH MANAGERS AND EMPLOYEES; ARE A REGULAR OCCURRENCE FOR MOST PROFESSIONALS; TEND TO BE MORE STRESSFUL WHEN THEY ARE NEGATIVE

The AIM planning process for persuasive messages involves analyzing your ____ and creating a ____ that will reduce a persons tendency to resist what you are saying

AUDIENCE; MESSAGE

In business correspondence, you should understand products and ideas in great depth so you can speak with

AUTHOIRTY; COMPETENCY

When people follow the lead of experts of prominent figures, they are conforming to the principle of influence is know as

AUTHORITY

Which of the following are among Robert Cialdini's six methods of influence?

AUTHORITY; CONSISTENCY; SOCIAL PROOF

Online performance reviews have

BECOME AN INCREASINGLY POPULAR OPTION FOR COMPANIES

The part of a persuasive message that asks the recipients to make a first move toward purchasing a product or showing agreement with an an idea is known as the

CALL TO ACTION

Rereading bad-news messages several times before sending them

CAN ALLOW YOU TO REMOVE EMOTIONALLY CHARGES WORDS AND SOFTEN THE TONE; CAN REVENT TIME BEING WASTED IN THE FUTURE, DUE TO MISUNDERSTANDINGS; HELPS YOU TRY TO SEE THE MESSAGE FROM THE PERSPECTIVE OF THE RECIPIENTS

During a performance review, sandwhiching bad news between good news

CAN GIVE THE FALSE IMPRESSION THAT UNDERPERFORMANCE IS ACCEPTABLE

In a mass sales message, a clear, focused theme that consumers can grasp quickly is known as a

CENTRAL SALES THEME

Most readers will respond to persuasive writing that emphasizes ____ instead of ____.

CHOICE; INTENT

When giving a negative performance review of an employee, you should

COMMENT ONLY ON THINGS THAT YOU HAVE OBSERVED, NOT THOUGHT AND FEELINGS

Persuasion involves ____ a person whose opinion or understanding about something is different from yours.

COMMUNICATING WITH

Effective persuaders provide ____ reasons for action.

COMPELLING AND SIMPLE

Developing strong ideas that could benefit your audience will make you seem more

COMPETENT

You should reread and evaluate all of your persuasive messages, since they can potentially

DECREASE BRAND VALUE; INCREASE YOUR COMPANY'S REVENUE; ENHANCE YOUR CREDIBILITY

One important aspect of delivering bad-news messages is to

DELIVER THE NEWS WITHOUT WAITING TOO LONG

Important aspects of delivering bad news include

DELIVERING IT IN SUCH A WAY THAT IT SHOWS GOODWILL TOWARD THE RECIPIENT; LEAVING OPEN THE POSSIBILITY OF WORKING WITH RECIPIENT IN THE FUTURE; STRIVING TO AVOID BURNING BRIDGES WITH THE RECIPIENT

A bad-news message that looks too elaborately formatted is an example of poor

DESIGN

Most business writing (other than persuasive messages) is

DIRECT AND EXPLICIT

After delivering company bad news and explaining why things turned out this way, you should

DISCUSS WHAT THIS DEVELOPMENT MEANS FOR THE RECIPIENTS

Which of the following are good strategies to use when delivering negative performance reviews?

EXPLAIN THAT THE EMPLOYEES UNDERPERFORMANCE IS HURTING THE ORGANIZATION; MENTION THAT POOR PERFORMANCE LIMITS THE PERSONS OPPORTUNITIES AT THE COMPANY; INVESTIGATE REASONS FOR THE PERSONS INADEQUATE WORK

When writing a persuasive message, you can validate the readers by

EXPRESSING APPRECIATION FOR THEIR VIEWS AND PREFERENCES; RECOGNIZING THEIR NEEDS AND WANTS; SHOWING RESPECT FOR THEM

It is wise to apply the ____ test to make sure that your persuasive messages are not manipulative.

FAIR

Using extremely negative statements is typically an effective way to shock your audience into action

FALSE

Which of the following is a recommended guideline for delivering bad news?

GET TO THE BAD NEWS FAIRLY QUICKLY

The failure to share bad news within an organization

GIVES TOP-LEVEL OFFICILAS THE IMPRESSION THAT THINGS ARE MORE POSTITIVE THAN THEY ACTUALLY ARE; SOMETIMES HAPPENS BECAUSE EMPLOYEES DON'T WANT TO BE BLAMES WHEN THINGS GO WRONG; LEADS TO POOR PERFORMANCE

Because persuasive messages are sent to people who may resist your ideas, merchandise, or services, it is important to

HAVE YOUR CO-WORKERS READ THE MESSAGES AND PROVIDE FEEDBACK BEFORE YOU SEND THEM TO CONSUMERS

Seeking performance feedback at work

HELPS YOU DEVELOP SKILLS TO MOVE AHEAD

"prevention," "treatment," and "survival" are all examples of ____ words and phrases.

HOPEFUL; CONSTRUCTIVE

Which of the following questions should you ask when applying the FAIR test?

HOW DOES MY COMMUNICATION IMPACT STAKEHOLDERS; HOW FACTUAL IS MY COMMUNICATION; HOW ACCESSIBLE OR TRANSPARENT ARE MY MOTIVES AND REASONING

The second stage of the AIM planning process involves developing

IDEAS

The most effective way to deliver bad news with medium to high severity to a long-time business partner or client would be communicate

IN PERSON

An external mass sales message should include words that will attract the reader's attention immediately. Where should those words be placed?

IN THE OPENING PARAGRAPH; IN THE SUBJECT LINE

Which of the following are recommended practices for written bad-news communications to customers?

INCLUDE THE SAME BASIC ELEMENTS AS OTHER BAD-NEWS MESSAGES; POINT OUT ALTERNATIVES THE CUSTOMER CAN CONTROL

When the audience shows emotional resistance to your solution, you might have success with a more ___ approach.

INDIRECT

Research indicates that when banks told customers why they reached bad-news decisions,

IT INCREASED THE TRUST THAT CUSTOMERS FELT TOWARD THE BANKS

Which of the following should you do when trying to persuade colleagues and partners?

LET THEM KNOW THAT YOU APPRECIATE THEM; LET THEM KNOW THAT YOU NEED THEM

People are more apt to be persuaded by someone they like. This principle of influence is called ____.

LIKING

When a colleague approaches you with a request or an idea, what are the best tactics for turnin git down without destroying the working relationship?

LISTEN RESPECTFULLY WHILE THE PERSON EXPLAINS IN DETAIL; MENTION SHARED VALUES AND PRINCIPLS; INVITE THE PERSON TO OFFER ADDITIONAL SOLUTIONS IN THE FUTURE

Understanding what other people need and value requires strong ___ skills.

LISTENING

In addition to being more direct and explicit, internal persuasive messages typically rely on

LOGICAL APPEALS

Which of the following is the least likely to be used in an external persuasive message?

LOGICAL APPEALS

Which of the following best explains why you should control your emotions when receiving a negative review?

NEGATIVE EMOTIONS CAN LEAD TO COUNTERPRODUCTIVE RESPONSES

When employees share bad news impersonally,

ORGANIZATIONS EXHIBIT LOWER MORALE

Sales messages risk sounding dull if they rely too heavily on which of the following?

PASSIVE VERBS; WORDS SUCH AS "PROVIDE" AND "OFFER"

When important decisions must be made, but there is not yet much information available,

PEOPLE FREQUENTLY ASSUME THE WORST; PEOPLE TEND TO SPREAD RUMORS ABOUT WHAT IS HAPPENING; LEADERS LOSE CREDIBILITY IF PEOPLE THINK THEY ARE WITHHOLDIND INFORMATION

Influencing others in a fair, honest way to see the merit of your ideas and act on your requests is called ____.

PERSUASION

If you employ ____ wording in your persuasive message, audiences will ten to notice the benefits instead of the drawbacks of your product.

POSITIVE

Which of the following statements about persuading through shared purpose and shared purpose and shared values are true?

PROFESSIONALS OFTEN RESPOND FAVORABLY WHEN SOMEONE APPEALS TO THEIR SHARED PURPOSE AND SHARED VALUES; YOU SHOULD NOT USE THESE TYPES OF APPEALS TOO OFTEN

Which of the following are components of a persuasive message

PROVIDING A COUNTERPOINT; DELIVERING A SOLUTION; GIVING A RATIONALE

To make a persuasive message less direct, you should explain the ____.

RATIONALE BEFORE THE SOLUTION

Nancy sends out New Year's cards to a number of people she doesn't know, and several of them respond by sending her a New Year's card. This is an example of

RECIPROCATION

When making decisions concerning bad news, you should

REMOVE DEFESIVENESS AND FAVORITISM FROM YOUR JUDGMENT; EVALUATE YOUR OWN EMOTIONS; COLLECT INFORMATION FROM DIFFERENT SOURCES

Some advantages of delivering bad news in person include the ability to do which of the three of the following?

RESPONG QUICKLY TO RECIPIENTS' UNEASIENESS; USE NONVERBAL CUES TO SHOW THAT YOU CARE; GET INSTANT FEEDBACK FROM RECIPIENTS

Bad-news messages

REWUIRE MORE OF AN EFFORT TO SERVE OTHERS THAN OTHER MESSAGE TYPES

The use of a limited-time offer to persuade people to make a purchase is an example of the principle of

SCARCITY

How can people boost their credibility when delivering bad news?

TELL THE TRUTH IN DIFFICULT SITUATIONS; TRY TO LESSEN THE NEGATIVE IMPACT ON OTHERS WHO ARE INVOLVED; BEAR RESPONSIBILITY FOR THEIR OWN ROLE IN THE SITUATION

The primary advantage of online performance evaluation is

THE ABILITY TO GIVE FEEDBACK TO EMPLOYEES MORE OFTEN

Which of the following statements about delivering bad news are true?

THE ACTUAL RECEPTION OF BAD NEWS OFTEN HURTS RECIPIENT LESS THAN A DELAY IN RECEIVING IT; IT IS IMPORTANT TO DELIVER THE NEWS QUICKLY AND LOOK AHEAD TO THE FUTURE; PLANNING SHOULD BEGIN AS SOON AS THE BAD NEWS IS DISCOVERED

When turing down an idea or request from a colleague, it is important to avoid

THE APPEARANCE OF MORAL SUPERIORITY

Why might it be useful to create templates for bad-news letters to customers?

YOU MAY NOT HAVE TIME TO WRITE ORIGINAL LETTERS TO EACH CUSTOMERS

People will be more easily persuaded when you

UNDERSTAND THEIR NEEDS; DEMONSTRATE THAT YOU ARE SEEKING BENEFITS FOR THEM; TAKE A PERSONAL INTEREST IN THEM

A poor practice for delivering bad news in writing to a customer would be to

USE AN ACCUSATORY TONE

Which is most effective for external persuasive messages?

YOU-VOICE

Through ___ you acknowledge that the reader's point of view is legitimate and reasonable.

VALIDATION

Which of the following is an example of a logical appeal from a credit union for choosing it over a local bank?

WE HAVE MORE FINANCIAL OPTIONS

It is usually acceptable to provide written notice of bad news to externa partners

WHEN YOUR AUDIENCE PREFERS CORRESPONDING IN WRITTEN FORM; WHEN THE BAD NEWS IS NOT SEVERE; IF YOU ARE FORMALLY REJECTIN A BID

Richer channels of communication are most appropriate

WITH LOW CONTROLLABILITY AND HIGH SEVERITY

In direct bad-news messages,

THE BAD NEWS IS DELIVERED, THEN A RATIONALE IS PROVIDED

Because his six principles of influence are powerful and can do har, Cialdini refers to them as

"WEAPONS OF INFLUENCE"

You should review bad-news messages

BEFORE THE BAD NEWS IS SENT; BECAUSE RECIPIENTS MAY MISINTERPRET THE NEWS; TO MAKE SURE YOU ARE BEING RESPECTFUL

One or two sentences designed specifically to soften the blow at the beginning of a bad-news message is known as a

BUFFER

Customers and clients respond most poorly to persuasive messages with which of the following?

COMPLEX LANGUAGE; PRESSURE TACTICS

Which of the following qualities are characteristic of an effective external persuasive message?

CONCLUDING WITH A CALL TO A ACTION; INDIRECT; IMPLICIT

A study showed that after people bet on race horses, they felt more sure that those horses would win. This is an example of the principle of persuasion known as

CONSISTENCY

What three aspects of bad news should you consider when deciding how to deliver the message?

CONTROLLABILITY; SEVERITY; LIKELIHOOD

When a person writes a persuasive business message, ___ is particularly important

CREDIBILITY

When delivering bad news, you should

DISCUSS STEPS THAT CAN BE TAKEN TO OVERCOME THE CURRENT SITUTATION; TAKE A POSTIVIVE TONE AS YOU DISCUSS SOLUTIONS; SUGGEST SOLUTIONS THAT THE RECIPIENT CAN CONTROL

If a persuasive message is too confident or positive, it risks being perceived as which of the following?

EXAGGERATED; PUSHY

Which three of the following statements are true about getting others to review your bad-news messages?

IT IT USUALLY FINE FOR OTHERS TO REVIEW THE MESSAGES IF THE NEWS IS TO BE DELIVERED TO GROUPS OF CUSTOMERS; REVIEW BY OTHERS CAN GIVE YOU A NEUTRAL, OBJECTIVE VIEW; IT IS INAPPROPRIATE FOR OTHERS TO REVIEW THE MESSAGES IF THE NEWS IS PERSONAL OR CONFIDENTIAL

What are some of the drawbacks to delivering bad news in writing?

IT MIGHT SEEM CALLOUS OR IMPERSONAL; IF THE RECIPIENT MISUNDERSTANDS THE MESSAGE, YOU CANNOT EXPLAIN IMMEDIATELY

Which of the following best explains why it is important to understand your target audience's needs and values?

IT PUTS YOU IN A STRONGER POSITION TO SUCCESSFULLY PERSUADE THEM TO ACCEPT YOUR IDEAS

Typically, internal persuasive messages focus on ___, whereas external persuasive messages include ____.

LOGICAL APPEALS; EMOTIONAL APPEALS

Communicators often need to know how to ___ to help people overcome core attachments to embrace new ideas, products, and services

MAKE EMOTIONAL APPEALS

When reviewing a poor performer, you should

MAKE SURE THE PERSON UNDERSTANDS THE NEED FOR IMPROVEMENT

Mass sales messages will typically take the form of which of the following?

MASS EMAILS; ONLINE ADS

People have become more difficult to persuade because we live in an era of increasing

MISTRUST

People are easier to persuade when they believe there is a short supply of something they want. This principle of influence is known as

SCARCITY

The yes-but statement is usually a poor way turning down a colleague's idea because it often

SEEM INSINCERE; GIVES THE IMPRESSION THAT THE IDEA WAS NEVER TAKEN SREIOUSLY; SEEMS MANIPULATIVE

Using counterpoints in persuasive messages is risky because you might

SEEM TO HAVE ADVERSARIAL TONE

Which of the following are true about discussing the short-term effects of bad news?

SKIPPING A DISCUSSION OF THE NEGATIVE IMPACT ON THE RECIPIENTS WILL MAKE THEM SEE YOU AS DETACHED FROM THEIR NEEDS; IT IS IMPORTANT TO DISCUSS WHAT THE BAD NEWS MEANS TO RECIPIENTS, INSTEAD OF MINIMIZING IT

Sometimes people base their sense of what is right, correct, or desirable on what they see others do. This principle of influence is known as

SOCIAL PROOF

Delivering bad news with the feelings of the recipient in mind involves

STATING THE BAD NEWS QUICKLY; KEEPING ANY BUFFER STATEMENT SHORT; EXPLAINING WHY THE DECISION WAS MADE

Phrases such as "best product on the market" and "state-of-the-art technology" are examples of

SUPERLATIVES