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Business Communication
Q:
When you include resale in a letter refusing a customer's claim, you are doing all of the following except
a. restating some of the benefits that led the reader to buy the product in the first place.
b. encouraging the reader to continue buying from your firm.
c. using subtle language to persuade without annoying.
d. rebuilding the customer's confidence in the product.
e. providing an appropriate buffer to cushion the bad news.
Q:
The ability to send vast amounts of data instantly, constantly, and globally, and the expanding role of social media is referred to as what?
A. Radical connectivity
B. Mobile first
C. Publishing
D. Wearable technologies
E. Location aware content
Q:
Companies who take a mobile first approach to communication often develop websites that are designed for optimum viewing on smartphones and tablets.
Q:
If you want to offer a compromise rather than rejecting a customer's claim outright, you should
a. place the compromise just before the closing or make it a part of the closing.
b. position the counteroffer in the first paragraph.
c. buffer the compromise within the middle paragraph.
d. mention the compromise before giving the bad news.
e. use a complex or compound sentence.
Q:
Which of the following would not be considered an effective buffer?
a. agreement
b. appreciation
c. a compliment
d. facts
e. a suggestion for improvement
Q:
Which of the following best explains the concept of the "mobile first" approach?
A. Using mobile devices as a primary means of communication
B. Using mobile devices to replace face-to-face meetings
C. Requiring employees to be accessible outside of work using mobile technology
D. Designing websites specifically for optimum viewing on smartphones and tablets
E. Eliminating tradition phone systems in favor of mobile systems
Q:
One reason to avoid refusing a claim in the first paragraph is that you
a. lack the spirit of reciprocity.
b. may lose the reader's goodwill.
c. leave a strong buffer to justify your decision.
d. should use the direct organizational plan.
e. want to clarify your rationale immediately.
Q:
Which of the following is true regarding about mobile connectivity in the workplace?
A. Mobile connectivity increases decision making time as more research becomes available.
B. Mobile connectivity allows for additional research to be conducted during meetings.
C. Mobile communication limits quality customer service.
D. Mobile communication decreases accuracy of crisis communication efforts.
E. Mobile communication requires more engaging experiences for users.
Q:
One way to justify your decision in a bad-news message is to
a. show how your company benefits.
b. state how your refusing the idea will benefit the reader.
c. cite confidentiality.
d. explain that a third party will benefit.
e. focus on the negative news itself rather than on the reasons.
Q:
Which of the following is a primary result of the change in the nature of communication as a result of mobile technology?
A. Spelling and grammar skills have improved.
B. The relationship between senders and receivers has been altered.
C. There are fewer opportunities to create new business.
D. There are fewer communication challenges between the sender and receiver.
E. Businesses place less emphasis on writing skills.
Q:
In explaining your reasons for refusing a claim, you should
a. lecture the reader about what went wrong.
b. use personal language, such as you and your.
c. accept clear responsibility for the problem.
d. not appear to accept responsibility for the problem.
e. avoid explaining why the claim is being denied.
Q:
Why would an organization develop a policy prohibiting the use of personal devices at the worksite?
A. To limit the employee's ability to spend time on personal business
B. To encourage employees to use corporate owned equipment
C. To encourage the use of equipment that has met corporate security standards
D. To limit access to corporate networks and data
E. To encourage accessibility for customers and clients
Q:
Compared to face-to-face meetings, email does have some advantages for delivering bad news such as:
a. It allows the sender to determine precise wording
b. Gives the reader time to understand the message
c. Avoids confrontation
d. Both a and b
Q:
Which of the following task is the most common non-voice use of smartphones?
A. Reading
B. Writing
C. Email
D. Web browsing
E. Blogging
Q:
You may want to use the indirect plan to communicate bad news when writing to this audience:
a. an employee who reports to you and is expecting a "yes" answer
b. a customer who is unlikely to respond emotionally
c. a reader who is expecting a "no" response
d. a supervisor who prefers a straightforward, direct message
Q:
Which of the following is one of the most common uses of social media among U.S. businesses?
A. Starting conversation threads to end users
B. Communicating with stakeholders
C. Allowing employees to voice concerns
D. Monitoring online discussions about a company
E. Increasing the publishing mindset amongst employees
Q:
An example of a misleading statement would be:
a. "Your store would be a great venue for a demo product."
b. "It is not our policy of providing a venue for music."
c. "I like your ideas but they will not work."
d. "That venue is too dark for our event."
Q:
What percent of Internet users access the web at least some of the time with a mobile device?
A. 50 percent
B. 60 percent
C. 70 percent
D. 80 percent
E. 90 percent
Q:
Email is often used in business for conveying internal bad news and is affective in that it
a. allows the sender to determine precise wording.
b. gives the reader time to respond.
c. ensures a consistent decision when sent to employees.
d. all of these are correct.
Q:
Which of the following is not a characteristic of an effective buffer for a bad-news message?
a. relevant
b. supportive
c. neutral
d. short
e. controversial
Q:
Which of the following is an advantage of using the Social Communication Model in shaping messages?
A. People can take pieces of the communication based on interest.
B. The message is well controlled by the sender.
C. There is less information overload as users only take what is of most use to them.
D. There is increased productivity and increased employee engagement.
E. Conversational threads are easier to respond to.
Q:
Describe the Communication Process Model and identify potential areas that might cause a failure in the communication process.
Q:
When you use the direct organizational plan in a message refusing a small favor, you should
a. save the bad news for the final paragraph.
b. present the bad news without any introduction.
c. reciprocate to maintain the reader's future goodwill.
d. use a polite buffer and explain your rationale in a few words.
e. offer a brief, sincere apology in your first paragraph.
Q:
The purpose of a buffer is to
a. imply the negative news instead of stating it explicitly.
b. make it easier to change your mind later.
c. justify your decision for the bad news.
d. lessen the effect of negative news.
e. state the obvious to pave the way for the bad news.
Q:
Which of the following would be an example of an effective use of the Social Communication Model?
A. Using email to send interoffice memos
B. Sharing information on a blog
C. Using instant messaging to update team members on the status of a project
D. Using virtual meetings
E. Town hall meetings for new product launches
Q:
Discuss ways and examples of how Social Media has changed the way businesses interact with employees and stakeholders.
Q:
A communication method/model that is open to all who wish to participate is considered which of the following?
A. Communication Process Model
B. Web based Communication Model
C. We Talk, You Listen Model
D. Social Communication Model
E. Broadcasting Model
Q:
The first thing you must know before giving bad news is how your audience will react.
Q:
Use the indirect plan when writing about bad news to all of the following people except
a. customers.
b. subordinates.
c. readers who prefer the indirect approach.
d. readers you don't know.
e. supervisors.
Q:
The potential for failure in the Communication Process Model can happen anywhere during the process.
Q:
When a receiver offers a smile when reading a message, the sender can be assured the message has been well received.
Q:
Bad-new messages require careful planning.
Q:
When you use the direct plan for a bad-news message, you should
a. save any mention of the justification for the closing paragraph.
b. include a sincere apology in the first paragraph.
c. emphasize the reasons before presenting the negative news.
d. state the information in language as positively as possible.
e. avoid a friendly closing so you won't seem insincere.
Q:
During what step of the Communication Process Model does the receiver's motivation and ability to remember to act on a message become most important?
A. When providing feedback
B. When responding to the message
C. When receiving the message
D. When decoding the message
E. When selecting the message
Q:
The influence of culture, thinking styles and moods can have the greatest impact on what step of the Communication Process Model?
A. Encoding the message
B. Transmitting the message
C. Decoding the message
D. Responding to the message
E. Providing feedback
Q:
A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.
Q:
You should use the direct approach for a bad-news message if
a. the reader is not likely to have an emotional response.
b. the reader sent you a persuasive letter, not a routine letter.
c. the reader is not expecting a negative response.
d. the negative news involves a significant matter.
e. you do not have a close relationship with the reader.
Q:
The motivation for writing a business message will help determine and shape which of the following?
A. Audience reaction to the message
B. Audience acceptance to the message
C. Audience understanding of the message
D. The effectiveness of the message
E. The nature of the idea
Q:
Consider using a buffer when writing a bad-news message to customers, subordinates, and readers you don't know.
Q:
Plan to put your bad-news message in writing when you need to do any of the following except
a. control the exact wording of the message.
b. have a permanent record of what you say to the reader.
c. manage the order in which you present your ideas to the reader.
d. use courtesy and show fairness in making the decision.
e. present the negative news using more than one buffer.
Q:
Evaluating the effectiveness of a message is most often accomplished in which stage of the Communication Process Model?
A. The sender has an idea.
B. The sender produces the message in a transmittable medium.
C. The audience receives the message.
D. The audience decodes the message.
E. The receiver provides feedback.
Q:
Discuss ways in which mobile technology is challenging the way in which businesses communicate.
Q:
When sending a customer bad news, you should use the indirect pattern.
Q:
The ability of the receiver to determine the main idea of the message is known as what?
A. Encoding
B. Channel
C. Medium
D. Reading
E. Decoding
Q:
To achieve the goals of a bad-news message, you should
a. use general language to cushion the impact of the negative news.
b. persuade the reader that the decision is reasonable.
c. apologize for having to make the decision.
d. indicate the personal reasons for the decision.
e. choose the direct plan based on the "you" attitude.
Q:
Describe what the six distinct traits of professionalism are.
Q:
The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.
Q:
When using a PowerPoint presentation to develop a sales message, the communicator is using PowerPoint as which of the following?
A. Random noise
B. Channel
C. Delivery system
D. Medium
E. Encoding device
Q:
Audience-centered communication is based on objective, fact based information, not etiquette or other social norms.
Q:
Direct messages are not necessarily shorter that indirect messages.
Q:
The method used to share an idea with an audience is called what?
A. Channel
B. Encoding
C. Medium
D. Decoding
E. Delivery
Q:
Which of the following statements at the end of a sales letter would most effectively motivate the reader to take action?
a. If you are at all interested in trying our product, please call me soon.
b. Act now! Don't delay! Smart shoppers know that time is running out!
c. Why not try our new computer software free for 15 days?
d. Simply return the enclosed order card by October 1 to reserve your copy of this limited-edition poster.
Q:
Digital information fluency is often expected of employees by employers.
Q:
When a communicator expresses an idea with words or images, they are doing which of the following?
A. Encoding the idea as a message
B. Writing the idea into a message
C. Sharing the idea as a message
D. Transmitting the idea to the audience
E. Developing the idea they want to communicate in the message
Q:
Use the direct plan to organize a bad-news message involving a small but significant matter.
Q:
When a customer's expectations are not met, you will be more successful rebuilding the relationship if you
a. delay responding and hope the customer forgets about the complaint.
b. send a letter.
c. call the customer or schedule a face-to-face meeting.
d. request that a supervisor contact the customer.
Q:
Which of the following represents the expected norms of behavior in a particular situation?
A. Ethics
B. Professionalism
C. Being a team player
D. Etiquette
E. Communication
Q:
Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.
Q:
You may provide incentive for a prompt reply to your persuasive sales message by
a. offering a gift to the first 100 people who respond by the due date.
b. using cautious, hesitant language to avoid discouraging your reader.
c. giving information about new products added to your website.
d. repeatedly sending the same message for a week.
Q:
A communicator's ability to listen, understand and meet the needs of the reader is an example of what type of communication?
A. Audience-centered
B. Etiquette based
C. Digital
D. Chain of command
E. Ethical
Q:
If you don't know your reader, you should use the indirect plan rather than the direct plan to organize your bad-news message.
Q:
Which sentence most effectively interprets a product's features?
a. The Rocket Laser 3000 warms up in 20 seconds and prints documents at 1,200 dpi.
b. Both the ergonomic keyboard and the wireless mouse were designed to help computer users.
c. Baking bread is easy with a BreadWinner.
d. Our digital music player can store up to 5,000 songs.
e. Finish your woodworking projects quickly with this high-torque battery-powered drill.
Q:
Crafting a message to generate a specific response from an audience requires the use of what type of information?
A. Practical
B. Factual
C. Concise
D. Clear
E. Persuasive
Q:
Professionalism includes knowing how to contribute to a larger cause, and includes ________.
A. Being positive
B. Being ethical
C. Being a team player
D. Being dependable
E. Being respectful
Q:
Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.
Q:
An audience-centered approach means focusing on what?
A. The corporation's needs
B. The sender's needs
C. Technology use
D. The audience's needs
E. Time
Q:
Which of the following is the least effective opening statement for an unsolicited sales letter?
a. Last month, one million business travelers enjoyed the friendly, on-time service of Alpha Beta Airlines. (promoting new services for corporate customers)
b. If you and your family drink one gallon of water a day, you may be consuming too many minerals. (promoting a water purifier system)
c. Are you interested in leading a long and happy life? (promoting a new exercise program)
d. How much extra money would you have if you didn't have to pay 21% interest on your credit cards? (promoting a new credit card)
e. Six months ago, he was unemployed with few qualifications. Today, he's a website designer for a major corporation. (promoting training courses in website development)
Q:
Performing at a high level and conducting oneself with purpose and pride is an example of what?
A. Ethical behavior
B. Strong communication skills
C. Being a team player
D. Ethics
E. Professionalism
Q:
To soften an item's cost you should
a. refer to it in closing.
b. present the price in small units and compare it to another familiar object.
c. tell the reader to look up other comparable prices online.
d. only disclose it when requested by the reader.
Q:
Strong communication skills provide an opportunity to stand out from the competition.
Q:
When developing a recommendation for action that might be construed negatively by stakeholders, what technique should be incorporated in the communication?
A. Practical and useful information only
B. Factual information that supports the opinion
C. Conciseness to save people's time
D. Clearly identified concepts
E. Persuasive techniques
Q:
In the AIDA plan for sales letters, AIDA stands for
a. attention, interest, desire, and action.
b. action, interest, direct benefits, and attention.
c. action, information, desire, and acknowledgement.
d. awareness, information, data, and alertness.
e. added interest, desired action.
Q:
Giving opinions and vague impressions allows the reader to form their own opinion about the validity of information provided.
Q:
Using concrete and specific language and including evidence to support a conclusion is an example of what type of information?
A. Practical
B. Factual
C. Concise
D. Clear
E. Persuasive
Q:
The direct organizational pattern is defined as
a. presenting the recommendation and brief rationale in the first paragraph.
b. explaining the problem in the first paragraph.
c. asking a question in the first paragraph.
d. including the reason for writing in the conclusion.
Q:
If your claim is not a routine one, your persuasive complaint letter should
a. compliment the reader and describe your request as asking for a favor.
b. let the reader decide how to resolve the problem.
c. include as much supporting evidence as possible.
d. follow the direct organizational plan.
e. begin with the action you want the reader to take.
Q:
In which of the following fields would the ability to share complex ideas about a project be critical?
A. Engineering
B. Sales
C. Human resources
D. Entrepreneurial start ups
E. Independent contractors
Q:
When the reader will not directly benefit from granting the favor you request, your persuasive message should
a. adopt a less confident tone.
b. use language appealing to the reader's emotions.
c. show how someone other than you will benefit.
d. stress the objective evidence justifying your request.
e. use the first paragraph to tactfully make your request.
Q:
The opening sentence "Although your store policy is to offer a refund within seven days, I am seeking a refund for an item I purchased nine days ago" is ineffective for a persuasive claim because it
a. depends on the credibility of the reader.
b. relies on the rhetorical attention-getting approach.
c. uses an indirect organizational plan.
d. offers a ready excuse for denying the claim.
Q:
Which of the following least supports the purpose of communication?
A. Providing data
B. Providing information
C. Providing inspiration
D. Providing control
E. Providing insight