Q&A Hero

Q: In a persuasive message you should always a. emphasize the reader. b. address overall company concerns. c. review the annual profit-loss margin. d. show the current organizational structure of your company.

Q: If price is your central selling theme you should a. introduce the idea early and emphasize it often. b. mention it once and then move on. c. focus on it in the postscript. d. introduce it late in the message.

Q: Which of the following is the result of using an effective communication process in an organization? A. An effective communication process slows down the problem-solving time, allowing for better analysis of options before decisions are made. B. An effective communication process hampers employee satisfaction and increases employee turnover. C. An effective communication process increases timely, reliable information, leading to "information overload" during the decision making process. D. An effective communication process is more costly than other communication processes. E. An effective communication process provides the ability to influence others and their perceptions both in the workplace and in the greater community.

Q: You need persuasion when requesting a favor from someone you don't know because a. expert opinion and statistical data are not enough. b. the reader needs sufficient evidence to make an informed decision. c. you want to make the desired action as clear and easy as possible. d. the reader is getting no tangible benefits from granting the favor. e. this is a routine request that is likely to be granted automatically.

Q: Unlike a routine claim letter, a persuasive claim letter a. mentions how the reader will benefit from doing what the writer asks. b. uses emotional or exaggerated language for emphasis. c. states the request immediately. d. uses clear explanations and an appropriate tone.

Q: Which of the following best supports the need for effective communication in a person's career? A. The more technical the position, the less likely the employee will need to communicate outside of the organization. B. The higher in the organization an employee is, the more likely the employee will need to communicate effectively both internally and externally to the organization. C. The higher in the organization an employee is, the less likely the employee will need to communicate effectively both internally and externally to the organization. D. Top executives spend very little of the workday communicating with others. E. Top executives spend more time listening than communicating.

Q: Which of the following situations represents an attempt to sell an idea? a. An automobile manufacturer writes a letter persuading its retailers to carry more vehicles with sunroofs. b. A construction company wants to persuade a college to award it the contract for building a new dormitory. c. A student writes a letter asking the new dean to be the guest speaker at a non-school event. d. An employee recommends a flextime schedule so that employees can set their own work hours. e. A banker writes a memo explaining the new loan procedures to employees in all branches.

Q: Which of the following best describes the process of communication? A. Transferring of information between senders and receivers B. Using digital media to convey data C. Providing inspiration to others D. Agreed upon meaning E. Selling an idea to those who may need it

Q: When you want to sell an idea, your persuasive message should not a. use an indirect organizational plan if the reader is your superior. b. present evidence logically. c. be written in an objective style. d. provide sufficient evidence to back up the claims you make. e. clarify the problem and how your solution solves it.

Q: Which of the following communication skills is least likely to be a major advantage for a recent college graduate in the workplace? A. Computer skills B. Writing skills C. Listening skills D. Speaking skills E. Adjusting communications skills to any given situation

Q: How does communication affect the leadership process? A. The higher in the organization one moves, the more employees one has to handle communication issues. B. The lower in the organization one is, the more one is judged on communication skills. C. The lower in the organization one is, the more often one's work is reviewed for accuracy and attention to basic communication conventions. D. The higher in the organization one moves, the more time one spends on the task of communicating. E. The higher in the organization one moves, the less time one spends on the task of communicating.

Q: When writing a persuasive message to a superior in your own organization, ask for the desired action a. in the first paragraph, along with stating the reader benefit. b. using a confident, hard-sell approach. c. by apologizing for the need for a decision. d. but leave the method of response up to the reader. e. after presenting most of the background information.

Q: Advertising and persuasion are different in what way? a. Advertising gives something to the reader. b. Persuasion admits failure and apologizes. c. Persuasion is more personalized. d. Advertising includes pricing information; persuasion does not.

Q: All business communication involves persuasion.

Q: When dealing with obstacles in a persuasive message, you should a. ignore any negative aspects of the argument. b. blame any problems on the reader. c. only tell the reader about the positive aspects of your idea. d. address them directly.

Q: It is appropriate to apologize when giving bad news.

Q: Which of the following does not contribute to creating interest and justifying your position in a persuasive message? a. objectivity b. obvious flattery c. specific details d. logical appeals e. representative examples

Q: The difference between advertising and persuasion is that persuasion is more personalized.

Q: Which of the following is not an effective attention-getting technique for a persuasive message? a. asking a rhetorical question b. using a polite request c. stating an unusual fact d. making a statement that you and the reader will agree on e. writing an unexpected statement

Q: Because routine requests are granted fairly easily, they require less persuasion than favors.

Q: In the textual content of your persuasive message you must explain your rationale for presenting a new procedure or idea.

Q: Proposing to your supervisor that the company decentralize the reimbursement of travel expenses is an example of selling an idea.

Q: When using the direct or the indirect organizational plan, clarify the specific action you want the reader to take.

Q: When addressing obstacles in a persuasive request, you should subordinate them.

Q: When using the indirect organizational plan in a persuasive message you must give the main idea immediately.

Q: What should smart companies do about the constant stream of social media posts?

Q: Providing credible evidence such as current statistics is a positive way to influence the reader.

Q: What are the risks and potential benefits of online customer communication?

Q: When are congratulatory notes appropriate?

Q: Describe the guidelines to follow in handling a routine reply.

Q: Why do people send goodwill messages?

Q: Why is promptness one of the most important considerations when writing a routine reply?

Q: List and briefly describe the three major sections of a routine request letter.

Q: Describe at least four guidelines to remember when asking questions in a routine request.

Q: What is the difference between a neutral or positive message and a persuasive or bad-news message? Provide an example of each type of message.

Q: Almost any nickname or cute handle will work as a screen name for using IM at work.

Q: Describe the difference between the direct and indirect organizational plans. Provide examples of when to use each plan.

Q: Write a friendly, personalized closing to every routine reply, rather than relying on clichs.

Q: At Nordstrom, sales associates sometimes send handwritten notes to reflect their special relationship with customers. These notes are examples of a. bad-news messages. b. technologically backward communication. c. over-the-top flattery. d. effective positive messages. e. effective multitasking.

Q: IMs are quick, short, and once sent are gone forever.

Q: A message is neutral if a. you anticipate that the reader will do as you ask without having to be persuaded. b. the reader will comply if you mention the benefits to him or her that will follow a positive response. c. you can ask politely and have a 50-50 chance of success. d. you are requesting a small discount off a full-price item. e. you expect that the reader will not question your credibility.

Q: Because IMs are personalized, you may want to use them in ways that reflect your own personality rather than the norms of business communication in your specific organization.

Q: Instant messaging is a good choice for simple or complex messages that require quick responses.

Q: When writing a routine reply, you can build goodwill for your company or product by including extensive sales promotion details.

Q: When writing a routine reply, use objective, clear language to answer the reader's implied and stated questions.

Q: In a routine reply, avoid answering a reader's question if the answer is not what the reader wants to know.

Q: When you expect reader resistance to your idea, you should use the indirect organizational plan for your message.

Q: The first paragraph of a positive routine reply should build goodwill by approaching the topic in an indirect manner.

Q: When you use the direct organizational plan for a routine message, you present the details before the primary idea.

Q: Research shows that many customers expect a response to a routine request within 24 hours.

Q: Which of the following is nota good guideline for writing clearly? a. Be sure the message is accurate and complete. b. Use familiar words and phrases. c. Emphasize compound sentences. d. Avoid dangling expressions. e. Eliminate unnecessary jargon.

Q: A routine reply that grants the reader's request should follow the direct organizational pattern.

Q: Identify the sentence that does not contain a mechanical error. a. Please call the Springfield; MO, office. b. He ordered 6 new computer systems for the office. c. I understand the brochure is completed please send me a copy. d. The new ceo plans to improve productivity by 15% in one year. e. We use special packaging to protect our products.

Q: Mechanics include all of the following except a. content. b. punctuation. c. number expression. d. word division. e. abbreviations.

Q: Style consists of a. the effective use of words, sentences, paragraphs, and tone. b. creative ideas presented in subjunctive form. c. the balanced use of complex, compound, and negative language. d. business messages organized with the main point first. e. frequent use of redundancy to reinforce important points.

Q: Identify the sentence that contains specific, concrete language. a. The committee met several times to discuss the proposal. b. Many employees are dissatisfied with the change in retirement benefits. c. A substantial number of complaints were received from customers. d. Three new representatives will complete their training this week. e. The speaker used an emotional tone when addressing the sales meeting.

Q: Techniques for creating paragraph coherence include using transitional words, creating redundancy, and building parallelism.

Q: Writers should ask themselves "What's in it for me?" and then write so that the answer is obvious.

Q: Parallel structure is essential in report headings, but less important on bulleted lists on presentation slides.

Q: All else being equal, an idea with more space devoted to it will be judged as more important than an idea covered more briefly.

Q: A competent communicator frequently uses the word you, regardless of whether positive or negative news is conveyed.

Q: To achieve a sincere tone, avoid obvious flattery.

Q: Using the passive voice when discussing a reader's mistake is often appropriate.

Q: Because emails are short and informal, writers using this channel may begin most sentences with "I."

Q: You look selfish if your message focuses only on what the reader will get from doing what you request in your message.

Q: When your message emphasizes how you, as the writer, will benefit, you are applying the "you" attitude.

Q: When writing a letter to a customer, emphasize what your organization can do rather than what it can't do.

Q: To build goodwill in a business letter, use neutral expressions such as cannotand will not.

Q: Using positive expressions helps you build goodwill among audience members.

Q: Using words such as deny and cannot helps you make a positive impression on your audience.

Q: You are acting ethically if you imply but do not state that an idea is much more important than it is.

Q: To avoid influencing readers' attitudes toward an idea, you should imply but not actually say that it is of "primary importance."

Q: Three mechanical ways to emphasize an idea are enumeration, indenting from the margin, and use of italics.

Q: You can emphasize an idea by putting it into the first or last paragraph.

Q: Putting an idea in a short, simple sentence emphasizes its importance.

Q: Effective communicators do not signal which of the ideas in a message are the most important, because readers should be encouraged to draw their own conclusions.

Q: The statement "I am amazed that you filled in the form correctly" has a courteous tone.

Q: One way to avoid exaggeration and sound more sincere is to use only an appropriate number of modifiers.

Q: Obvious flattery detracts from the sincerity of your message.

Q: Adapting your language to the reader's needs helps you convey an appropriately condescending attitude.