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Question
Suppose that you work in the returns-and-exchanges department at a big-box retailer. In the normal course of refusing a customer's request for an adjustment, you become concerned about possible defamation charges. What should you do?A) Stress why the customer is at fault.
B) Suggest that the customer do business elsewhere.
C) Consult your company's legal advisors.
D) Speak your mind bluntly.
Answer
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Related questions
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A combination résumé combines descriptions of your education and employment background.
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A good résumé is targeted for specific situations and prospective employers.
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Showing up a few minutes late to an interview sends a strong message that you are a busy person.
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A ________ includes key features of the chronological and functional approaches.
A) hybrid résumé
B) mash-up résumé
C) combination résumé
D) granular résumé
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If you are just graduating from college and have little or no professional experience,
A) a traditional chronological résumé is your only option.
B) a functional résumé is your only option.
C) your chronological résumé should probably list educational qualifications first.
D) your résumé can be written in a casual, informal tone.
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Starting with your initial contact and continuing throughout the interview process, you should
A) stress how much getting the job will mean to you.
B) press for a decision because you are scheduled for other interviews.
C) let the employer determine how to use your knowledge, skills, and abilities.
D) explain how your skills and accomplishments will meet the needs of the employer.
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As part of your job search, it's essential to stay abreast of business and financial news.
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To maximize your chances of finding employment, create a single, solid version of your résumé and send it to all prospective employers.
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The Communication Close-Up AT ATK explores the emerging field of ________, which uses statistical modeling to help a company align its business needs and employee skill sets.
A) employee engagement diagnostics
B) online human resource management
C) proactive knowledge management
D) predictive workforce analytics
Q:
When conducting a job search, you can use the Internet to
A) look for job openings.
B) respond to job openings.
C) research various companies.
D) do all of the above.
Q:
Recruiters enjoy receiving résumés that allow them to search for information, as if they were on a treasure hunt.
Q:
The most common file format for uploading résumés directly to websites such as Monster.com is
A) WordPerfect.
B) PDF.
C) Microsoft Word.
D) Microsoft Publisher.
Q:
Supplementing a traditional résumé with a PowerPoint presentation
A) makes you appear desperate.
B) is considered a viable choice in today's job market.
C) is limited since it does not offer multimedia capabilities.
D) is more convenient for employers than an online résumé.
Q:
An infographic résumé uses ________ to convey a person's career development and skill set.
A) storyboarding
B) visual metaphors
C) pull quotes and boilerplate text
D) keyword summaries
Q:
As you're reviewing your slide deck for the final time, make sure the slides are
A) audience centered.
B) fully operational.
C) concise and grammatical.
D) all of the above.
Q:
Which of the following would be an appropriate handout to accompany an oral presentation?
A) An interesting but unrelated news article
B) A list of relevant websites
C) A photo of you, with a caption listing all of your qualifications
D) Any of the above
Q:
Printed materials that you give to the audience to supplement your presentation should be
A) incidental to your overall presentation strategy.
B) an integral part of your presentation strategy.
C) distributed to your audience during your presentation.
D) out of sync with your slides and your spoken message.
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Identify and discuss the eight factors you should consider when completing slides and other visuals.
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Provide at least five guidelines to observe when making negative organizational announcements.
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When responding to rumors and countering negative information in a social media environment, a company should NOT
A) engage customers early and often.
B) monitor online conversations.
C) rely on its reputation to protect it.
D) respond appropriately and professionally.
Q:
If a customer makes an unreasonable claim against your company, there is no need for you to explain why you are rejecting it.
Q:
To avoid being accused of defamation, you should
A) refuse to communicate with unhappy clients.
B) make it clear to disgruntled customers that you refuse to be intimidated.
C) avoid any kind of behavior that could be considered abusive.
D) frequently refer to company policy.
Q:
Negative messages about business transactions are designed to
A) confirm the customer's expectations.
B) explain how you plan to resolve the situation.
C) show the audience that whatever has happened, your company is not at fault.
D) let the audience know which of your employees caused the problem.
Q:
Do all of the following except ________ if you must refuse a claim.
A) show that you understand the claim
B) argue heatedly for your point of view
C) explain your refusal
D) suggest alternative action
Q:
When you are refusing a routine request from someone in an established relationship, you
A) should use the indirect approach.
B) should invoke company policy if that is a possible out.
C) donʹt need to invest as much time and effort as you would for other kinds of negative messages.
D) should give the name of the person making the decision.
Q:
When you must deliver negative messages in the workplace, strive to maintain high standards of ethics and etiquette because
A) laws and regulations dictate content and delivery of many business messages.
B) negative messages can have a significant impact on the lives of those who receive them.
C) negative messages contain emotional content for both senders and receivers.
D) all of the above.
Q:
To reject someone as clearly and kindly as possible, do all of the following except
A) use phrases such as, "Much as I would like to help you."
B) de-emphasize the bad news.
C) use a conditional statement.
D) tell the audience what you can or will do rather than what you cannot or will not do.
Q:
The direct approach is always best when denying a request for information.
Q:
You can deemphasize bad news by minimizing the space or time devoted to it.
Q:
With the exception of ________, all of the following guidelines can help you close a negative message on a respectful note.
A) being sincere
B) managing future correspondence
C) avoiding an uncertain conclusion
D) promising an optimistic future outcome