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Business Communication
Q:
By showing appreciation and acknowledging team members' contributions, you can persuade team members to continue working at a high level.
Q:
During ________, the interviewer will adapt the line of questioning according to the answers you give and the questions you ask.
A) a structured interview
B) a behavioral interview
C) a situational interview
D) an open-ended interview
E) an informational interview
Q:
In order for audience members to respond appropriately to a business message, they must
A) remember the message.
B) be able to respond to the message.
C) be motivated to respond to the message.
D) do all of the above.
Q:
Only team leaders can use their persuasive skills to help a poorly performing team get back on track.
Q:
During a behavioral interview, you'll be asked to
A) answer a specific sequence of questions.
B) perform work-related tasks in a simulated workplace environment.
C) deal with a number of questions intended to upset you.
D) relate specific incidents or experiences from your past.
E) observe a focus group and then respond to questions about what you saw.
Q:
A manager hears the part of a message that supports his agenda, but doesn't seem to notice evidence that contradicts his point of view. The manager is engaging in
A) discrimination.
B) misreading.
C) selective perception.
D) stereotyping.
Q:
An employment interview is
A) an unstructured dialogue with a representative from a potential employer.
B) an easy way for you to learn about the company's operations and markets.
C) a formal meeting during which you and the interviewer ask questions and exchange information.
D) a session in which the interviewer talks and you listen.
E) a well-rehearsed exchange of information between peers.
Q:
Social media provides you with a unique opportunity to put triggers in the paths of motivated people.
Q:
If you start a company or become an executive in an established firm, you can expect to spend the majority of your time
A) budgeting.
B) traveling.
C) communicating.
D) plying your trade.
Q:
Which of the following is NOT a characteristic of effective business messages?
A) They provide practical information.
B) They present the writer's opinions as facts.
C) They state precise audience responsibilities.
D) They highlight and summarize essential information.
Q:
The first step in influencing behavior is to motivate your audience.
Q:
When you're preparing an application letter, remember that ________ must clearly state your reason for writing and give the recipient a compelling reason to keep reading.
A) the inside address
B) the opening paragraph
C) the closing paragraph
D) the second paragraph
E) the salutation
Q:
Stakeholders affected by the quality of business communication include
A) customers.
B) employees.
C) suppliers.
D) all of the above.
Q:
Accompany your résumé with a ________ when you're responding to an advertised job opening.
A) message of inquiry
B) follow-up message
C) message of intent
D) solicited application message
E) prospective application message
Q:
Reducing your audience's resistance to the sales message is not important in solicited sales communication.
Q:
All of the following except ________ will make your business messages more effective.
A) providing practical information
B) clarifying expectations and responsibilities
C) presenting information concisely and efficiently
D) discussing personal issues and complaining about problems
Q:
Within two days after an employment interview, you should
A) have a friend call to see whether you got the job.
B) write a follow-up letter (using the format for persuasive messages) and include another copy of your résumé.
C) follow-up with a short note of thanks, using a tone that's positive but not overconfident.
D) assume that you didn't get the job if you haven't heard anything.
E) call the employer and say you have received some other job offers (even if you have not).
Q:
When you write a recommendation using a presentation software like PowerPoint, each slide should be designed to support at least five main ideas.
Q:
Improving your communication skills will enhance your career because
A) having great ideas won't help you much, unless you can communicate them effectively.
B) the higher you rise in an organization, the more important your communication skills will be.
C) you'll need to connect with decision makers outside of your area of expertise.
D) all of the above.
Q:
Explain the importance of networking as part of your career search, and describe how to go about finding helpful networks.
Q:
One of your employees has been late for meetings and generally less effective recently, so you decide to talk to her about improving her performance. The business result of your message is to increase employee productivity and reliability.
Q:
Communication is the process of
A) transferring information and meaning.
B) listening actively.
C) writing messages.
D) none of the above.
Q:
The analyzing phase of the ACE process is relatively unimportant in persuasive situations.
Q:
Explain what it means to take the initiative to find job opportunities, and why it is necessary in today's job market.
Q:
Briefly explain the difference between an ethical dilemma and an ethical lapse.
Q:
In what ways does a scannable résumé differ from the traditional format?
Q:
To be persuasive, a message should only state your point of view.
Q:
Although intellectual property laws were once a serious concern, the ease of sharing information through social media has decreased the need to be concerned with them.
Q:
Persuasion is the process of influencing your audience to agree with your point of view, recommendation, or request.
Q:
List at least seven of the nine most common problems with résumés.
Q:
When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse.
Q:
Name at least five types of information that should not be included on résumés when candidates are applying to companies in the U.S.
Q:
In Mexican business culture ________.
A) persuasive techniques are not used
B) egotism is an accepted part of business relationships
C) valuing a colleague's work will build credibility
D) email appeals are preferred to phone conversations
E) the same persuasive content and techniques that work in the United States are effective
Q:
A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.
Q:
What potential risk should you consider before including a career objective on your résumé?
Q:
In the context of team decision making, persuasion ________.
A) means influencing your audience to agree with the decision you prefer
B) is at its best when it leads to groupthink
C) is counterproductive and should not be used
D) is key to reaching a collaborative decision
E) is inappropriate in team situations
Q:
Plagiarism is only a problem in the classroom. In the business environment, it's just another term for information sharing.
Q:
Which of the following is a way in which an effective team leader motivates people to commit to their team?
A) reminding team members that if they meet their annual goal they will be eligible for year-end bonuses
B) not acknowledging efforts of team members unless they display extraordinary performances
C) trying to convince an unhappy team member that she is wrong to feel excluded from the decision-making process
D) overlooking a team member's frustration about issues on the latest project
E) being strict about meeting schedules and not allowing team members to fulfill other obligations such as their responsibilities at home.
Q:
In addition to your name, what should be included in the Contact Information section of your résumé?
Q:
Which of the following excerpts from a sales message is an example of the social proof technique?
A) Act now! our special limited time offer expires soon!
B) Did you know that our product has almost twice the computing power of the other handheld devices available today?
C) Be the envy of your friends and coworkers by purchasing this first-generation product today.
D) This device gives you the functionality of a laptop and the portability of a PDA.
E) Several fortune 500 companies have purchased over 200,000 of these devices for their top executives.
Q:
Your work history includes a lengthy gap in employment. How can you handle this challenge when writing a résumé?
Q:
Rewrite the following to make it a more active statement: "I was in charge of customer complaints and all ordering problems."
Q:
With reference to Cialdini's techniques for appealing to emotion, which of the following is most likely to be involved in the technique of scarcity?
A) including names and testimonials
B) reminding your audience that they have made similar decisions in the past
C) highlighting the exclusivity of your offer
D) showing that you appreciate your audience
E) giving people a gift
Q:
Should you use the word I in your résumé? Why or why not?
Q:
"Smart businesses like Apex Inc. and Marvel Technologies invest their dollars wisely in the high quality products and services we offer at R&S Technology."
Which of the following persuasive techniques for appealing to emotion is illustrated in the statement mentioned above?
A) consistency
B) scarcity
C) reciprocity
D) social proof
E) authority
Q:
How can reading business-related blogs, microblogs, and podcasts help you prepare to seek employment?
Q:
The AIDA approach ________ situations when you know the audience.
A) is never used in
B) will be less powerful in
C) can be used only in those
D) can be more effective in
E) is not applicable in
Q:
Email recommendations written using direct and indirect organization have notable differences, but they also contain many similar elements. Which of the following is a similarity?
A) Both position the recommendation in the same place.
B) Both omit mention of potential objections.
C) Both specifically identify the proposal in the subject line.
D) Both begin with information putting the situation in context.
E) Both conclude with a call to action.
Q:
How can career counseling aid your search for employment?
Q:
You decide to email this recommendation to your boss. Which of the following would be the best subject line for this message?
A) proposal to hire more staff
B) request for additional staff, authorization for overtime
C) proposal to help our department meet its annual goals
D) a good idea
E) suggestion to increase people hours despite tough economic times
Q:
What is meant by quality of hire, and how do companies use it?
Q:
Briefly explain the best time to begin designing a personal job-search strategy.
Q:
You are writing to persuade your boss that your department needs additional staff to achieve its annual goals. Presently a hiring freeze and a moratorium on overtime are in effect, so your recommendation will need to be very persuasive.
Given this situation, your message ________.
A) must be organized directly
B) should begin with your specific recommendation
C) should not conclude with a call to action
D) should begin by providing context of the situation
E) must not use indirect organization
Q:
You are an educational consultant. A local elementary school has asked you to submit a recommendation regarding its inefficient and problematic enrollment process. After reviewing the situation it seems that just a few easy and inexpensive changes will result in a much more orderly system. When writing up your recommendation you should ________.
A) use indirect organization
B) begin with your main point
C) build up to your specific recommendation gradually
D) start your message by providing context for the situation
E) omit a call to action
Q:
Most employers now conduct online searches about promising candidates, and many have rejected applicants because of what those searches have revealed.
Q:
With today's technology, preparing a paper résumé is a waste of time.
Q:
When using direct organization for recommendation messages, you must begin with ________.
A) identifying the issue
B) providing evidence for the issue
C) stressing the benefits of the recommendation
D) proposing a recommendation
E) appealing to emotion
Q:
Which of the following persuasive elements is NOT used in recommendations?
A) omitting objections
B) focusing on benefits
C) building credibility
D) appealing to the audience's emotion
E) constructing a logical argument
Q:
To fit everything on one page, it's okay to sacrifice white space on your résumé.
Q:
A recommendation is a business message that ________.
A) denies the existence of a problem
B) establishes a need that cannot be filled
C) suggests a solution to a problem or a need
D) supports the maintenance of the status quo
E) identifies a problem and asks others to figure out a solution
Q:
Not all résumés need to be limited to one page in length.
Q:
It would be inappropriate to mention community service activities on a résumé.
Q:
Which of the following types of communication typically requires persuasion to influence and motivate the audience?
A) handling routine customer claims
B) designing work schedules
C) preparing sales reports
D) writing job application letters
E) writing for-your-information messages
Q:
Which of the following types of fallacies involves supporting an idea by comparing it to something that is not comparable?
A) false analogy
B) red herring
C) false dilemma
D) ad hominem attack
E) hasty generalization
Q:
When listing work experience on a résumé, you should emphasize significant achievements in each job.
Q:
In the work experience section of your résumé, you should leave out any jobs that do not relate directly to your career objective.
Q:
Which of the following fallacies involves focusing on an irrelevant issue to draw attention away from a central issue?
A) red herring
B) false dilemma
C) ad hominem attack
D) false analogy
E) false cause
Q:
The education section of your résumé should list courses that have directly equipped you for the job you are seeking and indicate any scholarships, awards, or academic honors you have received.
Q:
Which of the following logical fallacies involves offering as evidence statements such as "everybody knows"?
A) an appeal to popular opinion
B) an ad hominem attack
C) a false dilemma
D) a false analogy
E) a red herring
Q:
Which of the following medium options is recommended both for targeting a personal appeal to an individual and for communicating with large audiences?
A) email
B) memo
C) telephone
D) group meeting
E) website
Q:
If you're still in school, you should present your educational background in depth since that is probably your strongest selling point.
Q:
You need to send a persuasive message to a coworker and you want to receive the feedback immediately. Under these circumstances, which of the following would be the best medium for your message?
A) an email
B) an instant message
C) a phone call
D) a memo
E) a text message
Q:
One example of an effective career objective is, "A fulfilling position that provides ample opportunity for career growth and personal satisfaction."
Q:
You have lunch with a friend and she tells you that her office recently implemented flex-time hours. It has been a positive change at your friend's workplace, and you think that it would be great to have flex-timing at your office too. You decide to approach your boss about this possibility. In the context of such a message, the thought that this change might decrease employee productivity would be seen as ________.A) a motivating factor for the audienceB) an audience benefitC) a potential resistanceD) a refutationE) a concession
Q:
Some examples of effective descriptors to include in your résumé would be "works hard," "knows foreign languages," and "gets along well with others."
Q:
You want to convince your boss to implement a procedural change in your department. Which of the following best constitutes a concession in the context of such a message?A) The changeover may cause some minor initial delays, but in the long run, this shift will increase the speed of transactions by approximately 50 percent.B) This changeover will require some additional training, and I know that we don't have the budget for that right now.C) I can't understand why you think this change might involve a high price tag, because it can actually be accomplished for almost no expense whatsoever.D) Implementing this change would not require the system to be shut down during business hours.E) This change will be beneficial for the company in terms of profit.
Q:
If you have a criminal record, you are required by law to disclose it on your résumé.
Q:
A functional résumé is organized around a list of accomplishments and focuses on the person's areas of competence.
Q:
You need to email a coworker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request, in anticipation of a possible objection?
A) I really need your help right now, as my department is short-staffed.
B) I won't be able to complete my project if you don't help me.
C) While this may sound time-consuming, I will only need one hour of your time.
D) If you decide to help me, then you will have to spend more time at work to complete your own professional responsibilities.
E) I don't think that I will be able to return the favor.
Q:
A combination résumé combines descriptions of your education and employment background under a single heading.