Q&A Hero

Q: Building a relationship with your audience at the right emotional level will help the writer avoid which common mistake in persuasive communication? A. Using a hard sell B. Resisting compromise C. Relying solely on great arguments D. Assuming persuasion is a one-shot effort E. Convincing the audience to say "yes" in one step

Q: Which of the following is a common mistake in persuasive communication? A. Pressuring someone to make a decision B. Using the process of give and take C. Connecting with the audience at an emotional level D. Using vivid language E. Thinking that persuasion is a one-time opportunity

Q: Which of the following is a common mistake in persuasive communication? A. Failing to anticipate objections B. Using emotional appeals C. Presenting all sides of the issue before explaining the advantages of your position D. Involving the audience in the design of the solution E. Failing to look at the message from the audience's perspective

Q: When developing a persuasive message, when should audience objections be addressed? A. As soon as the objection is mentioned B. When all objections have been voiced C. Before they become objections D. After the product or service has been delivered E. As the audience absorbs the message

Q: When reinforcing your position, you should pay special attention to what? A. The logic of the arguments B. Emotional appeal C. Potential objections D. Word choices E. Message format

Q: Trying to support a claim by restating the claim in different words is called what? A. Cause and effect B. Generalization C. Circular reasoning D. Mistaken assumptions E. Faulty analogies

Q: Being sure there is plenty of evidence before drawing conclusions will prevent what? A. Inductions B. Hasty generalizations C. Circular reasoning D. Mistaken assumptions E. Faulty analogies

Q: Working from a generalization to a specific conclusion is an example of what type of reasoning? A. Analogy B. Induction C. Circular reasoning D. Deduction E. Cause and effect

Q: Working from specific evidence to a general conclusion is an example of what? A. Analogy B. Induction C. Circular reasoning D. Deduction E. Cause and effect

Q: Which of the following allows the writer to borrow from something familiar to explain something unfamiliar? A. Attention getting devices B. Analogy C. Circular reasoning D. Cause and effect E. Reinforcement

Q: Most persuasive business messages rely on what? A. Analogy B. Emotion C. Induction D. Deduction E. Logic

Q: Which of the following is least likely to encourage a positive response to a persuasive message? A. Positive and polite language B. Respecting cultural differences C. Using industry specific terminology D. Being sensitive to organizational cultures E. Establishing your credibility

Q: Which of the following has the greatest impact on the effectiveness of persuasive messages in the workplace? A. Social culture B. Organizational culture C. Social media D. Customer and client relationships E. Emotional culture

Q: Explaining your reasons and building interest before asking for a decision or action is an example of what? A. An indirect approach to persuasive messages B. An attempt to understand the psychographics of the audience C. An attempt to understand what motivates the audience D. A direct approach to persuasive messages E. An attempt at audience analysis

Q: Which of the following would not encourage a positive response to your message? A. Using positive and polite language B. Understanding cultural differences C. Being sensitive to organizational cultures D. Establishing your credibility E. Explaining why previous choices were poor choices

Q: To encourage a positive response to your persuasive message, which of the following would be most effective? A. Use industry specific words and phrases. B. Send the message as high up the organizational chain of command as possible. C. Send the message in a variety of ways including email, blogs and print. D. Use positive and polite language regardless of audience. E. Establish credibility by using technical jargon and buzzwords.

Q: Before attempting to change someone's attitudes, beliefs or actions, what must be understood? A. Demographics B. Psychographics C. Motivation D. Desires E. Culture

Q: Personality, attitudes, lifestyle and other psychological characteristics of an audience are known as what? A. Demographics B. Target market C. Culture D. Psychographics E. Attributes

Q: The age, gender, income, education and other quantifiable characteristic of people are called what? A. Demographics B. Target market C. Culture D. Psychographics E. Attributes

Q: When planning a persuasive message, which of the following is the least important consideration when considering the audience? A. Who is my audience? B. Where is my audience located? C. How will the culture of the audience influence the message? D. How might the audience resist? E. What does the decision maker consider most important?

Q: Messages that try to convince the audience to consider then purchase products and services are called what? A. Direct messages B. Indirect messages C. Business messages D. Persuasive business messages E. Marketing and sales messages

Q: Steps in planning successful persuasive messages include what? A. Planning, writing, completing B. Neutral buffer, reasons, decision, courteous close C. Reasons for the message, supporting data, courteous close D. Analysis, gathering information, selecting channel and medium, organizing E. Analysis, audience, selecting channel and medium, writing

Q: Which of the following is true for persuasive messages? A. The messages must be competitive. B. The message must be based on positive social outcomes. C. The message must be compelling. D. The message must use lively words and phrases. E. The message must be highly visual.

Q: Which of the following best describes the goals of persuasion? A. Attempting to get the audience to purchase your product B. Attempting to change an audience's attitudes, beliefs or actions C. Presenting the audience with a choice D. Using a neutral buffer to attract the people to the product E. Using the indirect format to have people change their minds now, or at some point in the future

Q: Which of the following is an essential element of persuasive messages? A. Trust B. Marketing C. Sales D. Value E. Action

Q: Identify four steps to take when responding to rumors and encountering negative information on social media.

Q: The most important step in responding to negative information on social media is to respond as soon as the negative comment appears.

Q: Unhappy customers use social media to voice complaints to a larger audience than just the organization.

Q: To prevent a public relations problem, which of the following might be the best way to respond to a critic who posts negative information about the company? A. Assess the message for flaws. B. Threaten legal action unless the post is removed. C. Contact the writer privately to attempt to resolve the situation. D. Monitor feedback about the complaint before making a decision.

Q: When responding to those who post incorrect information, which of the following groups are being responded to? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: When attempting to rectify a situation and reach a reasonable solution, which of the following groups should be responded to? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: After assessing a negative message, a quick response should be made based on what? A. Automated reputation analysis feedback B. A public relations plan C. Stakeholder feedback D. Advice from experts such as the legal department E. Comments from the online community

Q: Those who have had negative experience with an organization are known as what? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: Which population group is most likely to spread incorrect information? A. Public affairs B. Trolls C. The misguided D. Unhappy customers E. Ragers

Q: When you encounter negative messages, what would the appropriate reaction be? A. Engage early B. Engage often C. Monitor the conversation D. Evaluate the negative message E. Respond appropriately

Q: What should be done before responding to comments made on social media sites? A. Use an automated reputation analysis to better gauge consumer reaction. B. Respond based on a predetermined public relations plan. C. Evaluate the source, the tone and the content, and then choose a response that fits. D. Use anonymous responses to counteract the negative information, and then post a company response that supports the anonymous response. E. Contact the writer privately to determine the real source of discontent, and then post an appropriate response.

Q: Which of the following would allow a company to monitor what stakeholders are saying about the company on social media sites? A. Facebook "likes" B. Automated reputation analysis C. Twitter feeds D. Blog threads E. Stock prices

Q: The best way to increase credibility and survive online attacks is to do what? A. Monitor conversations B. Evaluate all negative messages C. Respond appropriately D. Take legal action E. Engage stakeholder before negative information appears

Q: One way to minimize negative comments on social media is to do what? A. Allow users to post comments on the company's Facebook page B. Engage with stakeholders as a long-term strategy C. Respond promptly to all negative comments, whenever possible D. Allow users to start online discussions on company sponsors sites E. Ignore negative comments and only engage with stakeholder comments that are positive

Q: Because rumors and criticism can spread around the world in a matter of minutes, how should companies handle comments on social media sites? A. Companies should respond on a case by case basis. B. Companies should respond only to positive comments. C. Companies should respond only to negative comments. D. Companies should consult the legal department and other experts before responding to comments. E. Companies should respond using the direct format for messages.

Q: Which of the following can become a benefit of the social media environment for the organization? A. Online rumors B. False information C. Attacks on the company's reputation D. Customers who feel they have been treated unfairly E. Suggestions for product improvement

Q: Discuss best practices when making negative announcements about organizational news.

Q: Negative situations provide an opportunity to excel as a communicator.

Q: Conveying negative organizational news should only be done on social media sites that allow for little audience feedback.

Q: Conveying negative organizational news should always be done in an indirect format.

Q: How can negative situations in an organization affect leadership skills? A. Leaders can provide staff the opportunity to practice communication skills. B. Leaders can use negative situations as opportunities to minimize organizational impact. C. Leaders can use negative situations to renegotiate with suppliers and vendors. D. Leaders can use negative situations to reshape or reinvigorate the organization. E. Leaders can use negative situations to identify encouraging and level headed employees for future leadership positions.

Q: When developing a bad news message regarding organizational news, what should be done to minimize long-term financial implications? A. Be open and transparent. B. Seek expert advice. C. Use multiple channels to reach affected audiences. D. Look for positive angles. E. Match your approach to the situation.

Q: By giving affected groups as much time as possible to prepare and respond, what type of strategy is being used to minimize the negative announcement? A. Matching the approach to the situation B. Considering the unique needs of each group C. Minimizing the element of surprise D. Allowing enough time to plan and manage the response E. Being open and transparent

Q: When announcing negative organizational news, how should the writer determine the correct format of the message? A. The organization should develop boilerplate messages for a variety of scenarios and then choose the most appropriate. B. The organization should determine which format best matches the specific situation. C. The organization should use a plan that is fair and consistent. D. The organization should present the information in the most positive way possible. E. The organization should determine what information can be safely kept from public consumption.

Q: Discuss steps to follow when developing a termination message.

Q: When preparing for a performance review, it is important to make sure the job description is accurate and up to date.

Q: When preparing a written termination notice, the written document should be presented in person if possible.

Q: One-on-one conversations are viewed as more sensitive than written forms of communication.

Q: To ensure the performance review is objective and well planned, which of the following steps should be taken? A. Document performance issues as they happen. B. Evaluate each employee based on their needs, skills and abilities. C. Use a personal and sincere tone. D. Focus on areas of weakness that need improvement. E. Use the job description that best matches the performance level.

Q: What is the most effective way to avoid negative surprises during a performance evaluation? A. Make sure an employee understands job requirements. B. Tie salary increases to performance reviews. C. Tie promotions to performance reviews. D. Tie performance to organizational values. E. Provide consistent and regular feedback on performance.

Q: Which of the following is not a function of the performance review process? A. Clarifying job requirements B. Documenting evidence of performance C. Announcing salary increases for the coming year D. Establishing a plan of action to ensure continued performance E. Communicating organizational values

Q: Which of the following would be the best option when rejecting an applicant? A. Use an opening buffer that emphasizes which skills the organization could use. B. Personalize the message by using the applicant's name. C. Convey the news using blunt and personalized language. D. Explain exactly why the applicant was rejected. E. Explain exactly why another candidate was chosen over the applicant.

Q: Which of the following is the best format when rejecting a job applicant? A. Provide detailed explanations for the company's decision. B. Soften the sting of rejection by offering to reconsider the application at some point in the future. C. Avoid sharing any explanations for the company's decision. D. Provide detailed explanation about the qualifications of the person who was hired. E. Use an indirect format that implies future consideration.

Q: Which of the following is more likely to lead to a discrimination lawsuit? A. Direct format letters B. Refusing to write letters of recommendation C. Indirect format letters D. Rejecting job applicants E. Refusing to provide social networking recommendations

Q: When refusing an applicant's direct request for a recommendation, which of the following is the best format? A. The message should be detailed and indirect. B. The message should imply the refusal, suggest an alternative and use a polite close. C. The message should directly state the refusal, suggest an alternative and use a close that encourages questions if necessary. D. The message should be brief and direct. E. The message should be brief and indirectly imply the refusal.

Q: When refusing to send information about employees, which of the following is the best way to handle the message? A. The message should be direct. B. The message should be detailed, but direct. C. The message should be brief and direct. D. The message should be detailed and objective. E. The message should be detailed and indirect.

Q: Which of the following negative employment messages can sometimes be handled by simply ignoring the issue? A. Request for recommendations B. Refusing social networking recommendation requests C. Rejecting job applicants D. Giving negative performance reviews E. Terminating employment

Q: Why is the indirect format usually a better choice when sending negative employment messages? A. Recipients tend to have an emotional stake in the message. B. There is less control over the message in other formats. C. Indirect formatted messages regarding employment are more sensitive than face to face conversations. D. Indirect formatted messages regarding employment are quicker to write. E. A direct format can be taken as a personal slight and a threat to the applicants future.

Q: Discuss how to best address the needs of the customer when denying a claim or request for an adjustment.

Q: Customers who make requests for claims or adjustments tend to be more emotionally involved in the outcome of the request.

Q: Being verbally abused by a customer is an example of defamation.

Q: Written statements that are false and damage someone's reputation are considered defamation.

Q: To avoid accusations of defamation, which of the following would be most appropriate? A. Use words that sound confident and convincing. B. Use vague information that is open to interpretation. C. Only use abusing language verbally, never in writing. D. Emphasize a desire for a good relationship in the future. E. Consult the company's legal advisers before sending out any message that conveys bad news.

Q: To successfully sue for defamation, what must be proven? A. The language used was purposely abusive. B. The language injures the person's reputation. C. The information was accurate and fact based. D. Anger or malice was the inspiration for the message. E. The message was approved by the company's legal advisors.

Q: To avoid defamation charges, which of the following would be the best practice? A. Resist the temptation to call someone dishonest or incompetent B. Only make charges of dishonesty in writing C. Only make charges of dishonesty verbally, eliminating the record of the charges D. Use language that creates the biggest impact on the person's reputation E. Make the charges anonymously on social media

Q: When refusing a claim or request for adjustment, what should be the goal of the indirect format message? A. Explaining to the audience how to prevent similar issues in the future B. To avoid accepting responsibility while not blaming the customer C. To start a dialog with the customer on potential solutions D. To demonstrate why you cannot comply E. To minimize the potential for legal action by the reader

Q: What is the purpose of offering free merchandise or other considerations when a firm has bad news regarding transaction? A. To salvage as much of the original order as possible B. To encourage a new order to replace the current transaction C. To rebuild the customer's confidence in your company D. To encourage the placement of an even larger order E. To bundle the shipment with the previous transaction for an even greater cost savings

Q: When developing bad news messages about transactions, what do many firms include in an attempt to repair the relationship? A. An element of apology B. An explanation of what the customer should now expect C. An explanation of what is being done to resolve the situations D. An offer of a discount on future orders E. An explanation of what type of performance can be expected in the future

Q: When the customer has no established expectation, which of the following should be the focus of the bad news message? A. Resetting the expectations that are assumed by the writer B. Explaining how you plan to resolve the problem C. An apology D. An explanation of what went wrong E. Information on the situation

Q: Which of the following is a goal when handling bad news about transactions? A. Stating your reasons as carefully as possible B. Stating your reasons as positively as possible C. Stating the bad news as clearly as possible D. Explaining how you plan to resolve the situation as clearly as possible E. Avoiding details about the situation as much as possible

Q: When you need to refuse a routine request that you accepted in the past, what should be the focus of the message? A. Maintaining the working relationship B. Softening the bad news by indicating the issue is still under consideration C. Limiting alternatives so as not to mislead the audience D. Implying that other assistance might be available, even if it isn't E. Implying that other information might be available, even if it isn't

Q: When making an internal announcement that is unexpected and of a negative nature, which of the following would not be an appropriate step in presenting the information to the audience? A. Open with a buffer that established mutual ground. B. Advance the reasoning for the decision. C. Announce the change or the bad news. D. Close with as much positive information as appropriate under the circumstances. E. Post a blog thread and allow employees to discuss the changes using social media.

Q: List and discuss the five goals to keep in mind when delivering bad news.

Q: Discuss how to determine if a direct or indirect format should be used when conveying bad or negative news.

Q: When writing a bad news message, wording should convey the sense of bad news by emphasizing negative phrasing.