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Q:
You can use the direct plan in a bad-news announcement if
a. readers will not be personally disappointed.
b. readers will be personally affected by the situation.
c. you wish to buffer the bad news.
d. you want to retain the readers' goodwill.
e. you are presenting the rationale first.
Q:
Identify a communication plan that would enhance communications between an organization and stakeholders.
Q:
When a listener molds a message to their own ideas, they are using what type of skill?
A. Selective listening
B. Defensive listening
C. Selective perception
D. Passive listening
E. Multitasking
Q:
Before you begin interpreting data, be sure the information is relevant, complete, and accurate.
Q:
Which of the following is classified as an internal bad-news announcement?
a. writing to refuse a request to address a national convention
b. writing to refuse a small favor requested by a colleague
c. informing a customer that you will not provide an adjustment
d. notifying all department heads of an immediate budget freeze
e. writing to deny a customer additional credit
Q:
When there is a need to confront a difficult situation at the workplace, it is best to use email, allowing the sender time to think through and shape their message appropriately.
Q:
When minimizing potential barriers to successful listening, which of the following factors is least often in the control of the listener?
A. Interruptions
B. Multitasking
C. Phone reception
D. Distractions
E. Checking mobile devices
Q:
You should reinforce key points in your report by presenting the information in both tables and charts.
Q:
To retain goodwill and help the reader "accept" the bad news you must
a. show that the matter was taken seriously and the solution was objective and fair
b. just tell them the company policy
c. explain that it has always been done this way
d. apologize
Q:
During which phase of the listening process will the listener's culture pose the biggest challenge?
A. Receiving
B. Decoding
C. Remembering
D. Evaluating
E. Responding
Q:
When a receiver can no longer determine what information is useful and what is useless, or think deeply about complex situations, they are suffering from information overload.
Q:
Charts are easier to comprehend and interpret when they are presented in a three-dimensional format.
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:
Technology should be used as a replacement for face to face communication whenever possible.
Q:
During which stage of the listening process does the listener analyze the quality of the information?
A. Receiving
B. Decoding
C. Remembering
D. Evaluating
E. Responding
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 is an advantage to written communication?
A. Technology will correct errors in the message.
B. Written communication can happen in real time.
C. Written communication encourages quicker response time in the receiver.
D. Written communication allows more time for receivers to understand and translate the message.
E. Written communication can be longer and more detailed as the receiver will only read the communication when they have time.
Q:
When faced with the need to communicate with staff located in several work sites and several countries, what types of technology could be used to enhance meeting capabilities?
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 the use of technology on the job?
A. Technology use can make up for a lack of essential skills.
B. Technology is an aid to communication.
C. Technology can ensure the message is read by the receiver.
D. Technology can replace the need for face to face communication.
E. Technology can ensure messages are well designed and accurate.
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:
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:
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 not a result of information overload?
A. Inability to differentiate between useful and useless information
B. Inability to think deeply about complex situations
C. Lower productivity
D. Inability to respond to every message received
E. Increase in employee stress
Q:
Identify at least five diverse groups in an organization and identify communication skills and tools that might work best when communicating with those in a diverse or multicultural setting.
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:
Because of the increase in the use of technology, which of the following might help in determining what communications to work on first?
A. The date and time the message was received
B. The information that best supports blogs and social networking feeds
C. The filtering feature that identifies high priority items
D. The attachment icon that indicates additional important information
E. The sender name feature to identify internal and external messages
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:
Stereotyping is the tendency to judge all other groups according to the standards, behaviors and customs of one's own group.
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:
To best maintain productive relationships with customers and suppliers, what type of communication tool is often most important?
A. Blogs
B. Face to face meetings
C. Twitter feeds
D. LinkedIn
E. Emails
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:
When speaking, women emphasize content and outcomes and place higher premium on relationship maintenance.
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:
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 least likely to improve communication efforts?
A. Developing a corporate presence on all available social media sites
B. Using technology to aid in communication, not replace it
C. Being proficient with basic features and functions of technologies
D. Disregarding information that is not useful
E. Speaking with coworkers face to face whenever practical
Q:
In high context cultures, the primary role of communication is to build relationships, not exchange information.
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:
When writing for diverse or multicultural audiences, how can the sender make the communication more meaningful for the audience?
Q:
Cultural competency is a shared system of symbols, beliefs, attitudes, values, expectations and norms for behavior.
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:
Diversity can be defined as all the characteristics and experiences that define each of us as individuals.
Q:
The first thing you must know before giving bad news is how your audience will react.
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:
Which of the following would not be an example of nonverbal communication?
A. Space
B. Dress
C. Facial expression
D. Jargon
E. Vocal inflection
Q:
Bad-new messages require careful planning.
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:
Which of the following will aid in the effective communication process across cultures?
A. Learn how to communicate respect in various cultures
B. Understand that all members of each culture have certain practices that are true across all cultural members
C. Control the communication to ensure the message is shaped to your needs
D. Teach others how to communicate well in your cultural context
E. Identify differences in others and aid in their need to minimize those differences
Q:
Which cultural group within the workplace prefers communicating with short digital messages?
A. Millennials
B. Generation X
C. Generation Y
D. Baby boomers
E. Senior level executives
Q:
A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.
Q:
At the end of a meeting with those of other cultures, what habit can help ensure understanding?
A. Clarifying what will happen next
B. Being straightforward and direct
C. Assuming the listener is less knowledgeable than you
D. Using industry specific slang and jargon
E. Avoiding lengthy transitions
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:
For entry level professional positions, what is the ratio of men to women?
A. 20 percent
B. 30 percent
C. 40 percent
D. 50 percent
E. 60 percent
Q:
Consider using a buffer when writing a bad-news message to customers, subordinates, and readers you don't know.
Q:
When speaking with someone whose native language is not your own, what could make the communication process easier for the receiver?
A. A written text of your main ideas
B. Speaking louder
C. Watch for a smile or nod of the head to signal understanding
D. Detailed information about issues that may be difficult for the receiver to understand
E. Short, plain words
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:
When increasing the diversity of a workforce, which of the following can increase the talent base of those with disabilities?
A. Assistive technologies
B. Mentoring
C. Stereotyping
D. Repetitive tasks
E. A code of conduct
Q:
When sending a customer bad news, you should use the indirect pattern.
Q:
When developing a communication for those who may not be comfortable with your language, what could make the communication easier to understand for the receiver?
A. Industry jargon
B. Words with several meanings
C. Long paragraphs
D. Limited transitions
E. Short, plain words
Q:
The indirect plan for a bad-news message emphasizes the reasons rather than the bad news itself.
Q:
When developing a mentor relationship with senior executives to improve communication and equity in the workplace, which of the following could likely improve the process?
A. Understanding that men find it easier to bond with other men
B. Understanding that women find it easier to bond with other women
C. Understanding that male executives are concerned about developing relationships that may appear inappropriate
D. Understanding the perception of assertiveness is a negative quality in men
E. Understanding the perception of assertiveness is a negative quality in women
Q:
Which of the following would be most helpful when working with people from other cultures?
A. Communicating based on your own cultural norms so as not to confuse others
B. Recognizing your own cultural biases
C. Assuming others are as culturally aware as you
D. Stereotyping to increase basic understanding of the culture
E. Explaining the advantages of your way of thought
Q:
Direct messages are not necessarily shorter that indirect messages.
Q:
The tendency to judge all other groups according to the standards of one's own group is called what?
A. Stereotyping
B. Discrimination
C. Bias
D. Culture
E. Ethnocentrism
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:
Use the direct plan to organize a bad-news message involving a small but significant matter.
Q:
Which of the following would be least helpful when developing ethical messages in an international work environment?
A. Seek mutual ground
B. Send and receive messages without judgment
C. Have the legal department ensure the validity of a contract
D. Send messages that are honest
E. Show respect for cultural differences
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:
Keep your language concise, short, objective, and to the point when sending bad news. This helps with accuracy.
Q:
What is the competitive advantage of a diverse workforce?
A. A shared systems of beliefs
B. Increased communication opportunities
C. Increased cultural competency
D. A broader understanding of diverse markets
E. Better utilization of skill sets
Q:
The goal of communication in a high context culture is what?
A. To use visual cues to convey meaning
B. To exchange information
C. To focus on results
D. To build relationships
E. To ensure a legal decision making process
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:
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:
Discuss why stealth marketing is unethical.
Q:
The pattern of physical cues, environmental stimuli and implicit understanding that affect a communication is known as what?
A. Social customs
B. Ethnocentrism
C. Practical intelligence
D. Cultural context
E. Diversity
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:
Research indicates that delivering corporate bad news by email rather than in person helps ensure a more accurate message.
Q:
Discuss why only presenting data that supports a recommendation, when negative data might be relevant, is considered unethical.
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:
When developing communication that ensures the message can be sent and understood across a variety of cultures, the sender is practicing what?
A. Stereotyping
B. Cultural competency skills
C. Exemplary social custom skills
D. Practical intelligence
E. Ethnocentrism