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Q:
When using the AIDA approach to persuasion, which of the following would be the best opening to your message?
A) How are you today?
B) I know you've heard this all before, but ...
C) Are you spending way too much on prescription drugs?
D) This is an important message.
Q:
Which of the following statements is MOST sender-centered?
a. Congratulations on your new job with the sales department.
b. I want to take this opportunity to offer my thanks for the service provided.
c. Please send a copy of your annual report.
d. All customers receive a discount with the coupon.
Q:
Your well-constructed and carefully-managed Facebook profile can serve as an ego-booster to you.
Q:
Performance reviews in the workplace are designed to
A) clarify job requirements.
B) give employees feedback on their performance.
C) promote personal action plans for improving performance.
D) all of the above.
Q:
Richard sent a letter to Enrico, his client in El Salvador who speaks English with hesitancy. What is the most obvious problem with the following excerpt from the letter? "I'm so sorry I dropped the ball on the contract negotiations. I've been wearing so many hats lately, I hardly know if I'm coming or going. I promise I'll make things up to you as soon as my situation levels out."
a. Parallelism
b. Culturally biased terms
c. Regional jargon
d. All of the above
Q:
In marriage, complaining is healthy, as long as the complaint is worded as a personal criticism rather than as a behavioral description.
Q:
When writing an employment termination letter, you should
A) include words that are open to interpretation, such as difficult and untidy.
B) clearly present the reasons for the action.
C) not get too caught up in trying to preserve a good relationship with the employee.
D) make clear to the employee that you have carefully researched relevant employment laws.
Q:
Using words that infer the communicator is on a superior level as compared to the receiver's inferior level is known as
a. condescending.
b. using euphemisms.
c. stating dysphemisms.
d. being connotative.
Q:
Read the following three hypothetical situations and discuss for each which of the seven listening responses described in your text might suit the situation and other person best. Explain why your choices are more likely to be helpful than the other types of listening responses.
Your employer is giving complicated directions for a task you must do.
A friend storms into the room clearly furious over something that happened to her at school today.
Your brother comes to you about a job offer that he's trying to decide about accepting.
Q:
If you must give an employee a negative performance review,
A) do so by email or fax.
B) support your claims with careful documentation.
C) limit your discussion to the areas where the employee needs improvement.
D) do all of the above.
Q:
Which of the following statements about empathy is FALSE?
a. Empathy helps build positive interpersonal relationships.
b. Empathy enables the writer to predict a reader's reactions more accurately.
c. Empathy allows the writer to construct a message that addresses the reader's needs.
d. Empathy is only possible when the writer has firsthand experience of the reader's situation.
Q:
Information about status can be communicated by not only posture, but also by use of space and management of time.
Q:
A letter rejecting a job applicant should
A) avoid explaining why he or she was not selected.
B) point out the applicant's shortcomings.
C) be as personal as possible.
D) be as long as possible.
Q:
The sender of a message should analyze the audience before developing the message in order to do all but which one of the following?
a. Establish rapport and credibility
b. Address the receiver's needs
c. Simplify the task of organizing the message
d. Assure that perception of reality is the same for everyone
Q:
INSTRUCTIONS: Match each of the perceptual schema examples below with constructs that describe it.
a. appearance
b. social roles
c. interaction style
d. psychological trait
e. membership
Q:
As a member of an online social network, the recommendations you write
A) must include extensive detailed information.
B) cannot be seen by the other network members.
C) become part of your online brand.
D) don't affect your online profile.
Q:
Which of the following is FALSE about how perceptions can affect the communication process?
a. Perception is limited by the experiences of the sender of the message.
b. Messages are filtered through an individual's frame of reference.
c. People tend to support ideas that are different from their own.
d. People tend to see only things that they want to see.
Q:
Luckily, communication from others does not affect our self-concept.
Q:
Which of the following can help you handle requests for recommendations in a social networking environment?
A) Ignoring a request from someone you don't know
B) Maintaining a policy of not writing a recommendation for anyone
C) Writing as much or as little as you're comfortable with sharing about the person
D) all of the above
Q:
The perception of reality of both the sender and the receiver
a. is limited by signals we receive through our five senses.
b. appears the same to each person when communication is effective.
c. eliminates confusion in communication.
d. is the same for people from the same culture.
Q:
Which of the following is the most effective close for a letter rejecting a job applicant?
A) If you have any questions about our decision, don't hesitate to call.
B) We hope that despite this rejection you will continue to frequent our establishments.
C) Again, we are very sorry that we cannot offer you a position at this time.
D) I wish you the best in your job search. I am confident you will find a match for your skills and interests.
Q:
Argumentativeness is actually admired in some, and is associated with a number of positive attributes.
Q:
To effectively deliver an unpleasant or highly emotional message to an employee
a. meet with the employee face to face.
b. leave the message on the employee's voice mail.
c. send a memo addressed to the specific employee.
d. place the message on the company's web page.
Q:
In your own words, describe what paraphrasing is and how it is used to help others solve their problems. Use real or hypothetical examples and concrete language to explain and illustrate your answer.
Q:
When rejecting a job applicant, you can soften the blow by
A) expressing appreciation for his or her application.
B) mentioning the qualifications of the person who was hired.
C) praising competitive applicants.
D) apologizing for wasting the person's time.
Q:
Language translation software is an effective means for translating Internet pages for viewers that speak various languages.
Q:
In social transactions, the higher status person is generally the more rigid, tense-appearing one, whereas the one with lower status is usually more relaxed.
Q:
Provide at least five guidelines to observe when making negative organizational announcements.
Q:
A corporation searching for ways to improve its customer service should consider the age ranges of its customer service representatives as well as its customers.
Q:
INSTRUCTIONS: Match each of the perceptual schema examples below with constructs that describe it.
a. appearance
b. social roles
c. interaction style
d. psychological trait
e. membership
Q:
Proactive companies use social media to engage with their stakeholders as a long-term strategy.
Q:
By adapting its products to fit a more culturally diverse group of consumers, Hallmark Cards, Inc. has demonstrated the need to analyze its audience.
Q:
To avoid legal problems, businesses should delay communicating with the media in the aftermath of a crisis.
Q:
According to your text, the self-concept influences much of our future behavior.
Q:
Both good-news and routine news messages follow the deductive pattern.
Q:
Complaining is the most destructive way to disagree with another person.
Q:
If you are turning down an invitation, it is usually necessary to use the indirect approach.
Q:
To inform U.S. employees about the transfer of 300 jobs from Dallas, Texas to Heidelberg, Germany, a manager should use a deductive outline for the message.
Q:
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.
Q:
A message that will not likely interest the receiver should be organized in a deductive order.
Q:
Describe the response style(s) you use most often when helping others. How successful are these styles? What makes them successful or unsuccessful? What might you do to increase your effectiveness as a helpful listener?
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:
According to your text's definition of nonverbal communication, it follows that the way a person styles his/her hair is a nonverbal message.
Q:
A message that presents details and explanations before the main idea is arranged deductively.
Q:
A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for a refund?
A) State that company policy prevents you from accepting the return but that if you had anything to say about it, you'd take it back, no questions asked.
B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her.
C) Challenge the woman to try on the dress and prove that it doesn't fit.
D) Use humor to soften the blow of your refusal.
Q:
INSTRUCTIONS: Match each of the perceptual schema examples below with constructs that describe it.
a. appearance
b. social roles
c. interaction style
d. psychological trait
e. membership
Q:
An effective outline for a message helps ensure that all ideas will appear in equally emphatic positions.
Q:
Whether or not you should apologize when delivering bad news about transactions depends mainly on
A) how much the customer has purchased from your company in the past.
B) the medium you are using for the message.
C) how long it has been since the problem occurred.
D) none of the above.
Q:
Organizing a message begins with considering your purpose and the receiver's likely reaction to the message.
Q:
Most researchers agree that we are born with many of our personality traits.
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:
Avoiding the use of second person and using subjunctive mood are two writing techniques that worsen the tone of a negative idea.
Q:
In marriage, stonewalling is a strong predictor of divorce.
Q:
If the stakes are high for you or your receiver, use an ________ to deliver negative information.
A) intuitive approach
B) irregular approach
C) indirect approach
D) off-the-cuff approach
Q:
Chapter Seven lists seven different types of listening responses. Imagine a speaker says the following remarks to you. Write seven responses to this situationan example of prompting, questioning, paraphrasing, supporting, analyzing, advising, and judging. "This woman at work never speaks to me. I mean, I come in and say something like, "˜Hi, how are you?" and she just stares at me. Rude, right? How can a person just ignore someone?
Q:
The use of doublespeak may be either deliberate or unintentional.
Q:
Your communication goals do NOT include ________ if you're sending bad news about transactions.
A) modifying the customer's expectations
B) explaining your plan for resolving the situation
C) repairing any damage to the business relationship
D) pinpointing what the customer did wrong
Q:
Nonverbal communication is not as effective at conveying thoughts or ideas as it is at conveying attitudes and feelings.
Q:
Because graphics are based on numeric data, distortion is not as likely as in text discussion.
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:
Jargon may be used effectively when communicating with colleagues in the same field.
Q:
INSTRUCTIONS: Match each of the perceptual schema examples below with constructs that describe it.
a. appearance
b. social roles
c. interaction style
d. psychological trait
e. membership
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:
Using profanity on the job may be offensive to some or viewed as creating a hostile work environment.
Q:
The process of identity management can result in dishonest behavior.
Q:
Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."
Q:
The most confirming type of message is acment.
Q:
Sending e-cards should be reserved for personal communication and is not appropriate in business.
Q:
What potential legal problem can result from writing a critical recommendation letter?
Q:
We have all been selective, insulated, defensive, insensitive, and ambushing listeners. Give an example of each type of listening from your own personal experience. Illustrate any misunderstandings that developed as a result of your listening behavior.
Q:
Clichés are handy verbal shortcuts that should be used whenever possible to shorten business messages.
Q:
Briefly explain how the Internet and social media have changed the nature of the news release.
Q:
Nonverbal communication is usually specific and clear.
Q:
Using bias-free language permits the receiver to focus on your message rather than raising serious questions about your sensitivity.
Q:
In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?
Q:
The use of euphemisms eliminates the need to use negative terms that may suggest unpleasant ideas.
Q:
INSTRUCTIONS: Match each of the descriptions below with the term it best describes.
a. self-serving bias
b. stereotyping
c. sympathy
d. narrative
e. selection
Q:
Timing and media choice are important considerations with condolence letters.
Q:
Nonverbal behaviors play a big role in managing impressions.
Q:
Fraud refers to errors that can occur in interpreting persuasive messages.