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Q:
A corporate code of ethics provides employees with explicit ethics policies and procedures for all potential workplace issues.
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:
Which of the following best describes the characteristics and experiences that define each of us as individuals?
A. Diversity
B. Culture
C. Cultural context
D. Social behavior
E. Practical intelligence
Q:
Stealth marketing is illegal.
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:
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:
Ethics are the accepted principles of conduct that govern behavior within a society.
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:
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:
Social media has increased the sense of openness in conversation and access to information, often referred to as what?
A. Transparency
B. Stealth marketing
C. Plagiarism
D. Ethical lapse
E. Diversity
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 best describes an ethical lapse?
A. Choosing among alternatives that are not clear cut
B. Making an unethical choice
C. Recruiting people to promote a product without disclosing the true nature of the communication
D. Not giving all participants in a conversation access to the information needed to process information
E. Promoting transparency in a conversation
Q:
When numeric data is exaggerating to promote one idea, or omitted to minimize the consequence of the data, what type of unethical activity is taking place?
A. Distorting visuals
B. Misrepresenting numbers
C. Selective misquoting
D. Plagiarism
E. Omitting essential information
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:
Which of the following takes place when choosing among alternatives that are not clear cut, but that are ethical and valid?
A. Ethical lapse
B. Stealth marketing
C. Transparency
D. Distortion
E. Ethical dilemma
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:
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:
Which of the following best describes the concept of ethics?
A. Protecting information entrusted to your care
B. Security measures in software and hardware
C. Undistorted data
D. Accepted principles of conduct that govern behavior
E. A code of conduct
Q:
Which of the following best describe transparency in a communication?
A. Providing all relevant data
B. Not plagiarizing information
C. Stealth marketing
D. Providing only information that supports the decision you want made
E. Choosing the best alternative when issues are not clear cut
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:
When writing a report that includes all relevant information about a topic, even if it is negative, ensures what type of communication?
A. Lengthy
B. Professional
C. Ethical
D. Plagiarized
E. Meaningful
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 should be included in a well-developed, ethical communication?
A. Copyrighted material
B. Someone else's creative product, but only in your own words
C. All relevant information, even if it may be negative
D. Visual aids that emphasize some information while minimizing other information
E. Statistics and other relevant data that support the reason for the communication
Q:
Which of the following is not needed to ensure ethical business communications?
A. Ethical individuals
B. Ethical company leadership
C. Appropriate policies
D. A code of ethics
E. Structures that support ethical decision making
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:
Companies who limit the use of mobile technology, both internally and externally, stand the best chance of capitalizing on the way people communicate.
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:
All business communication involves persuasion.
Q:
Because of the ability to multitask, mobile users become more productive and focused on their work.
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:
It is appropriate to apologize when giving bad news.
Q:
Today, more email messages are opened on a mobile device than on PCs.
Q:
Which of the following is true when formatting messages for mobile devices?
A. Messages should contain more graphics to aid in readability.
B. Messages should be short with several web links embedded in them.
C. Messages should be written in a traditional format to aid in understanding.
D. Messages should be based on location-aware technology.
E. Messages should be formatted differently to make reading easier on mobile devices.
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:
The difference between advertising and persuasion is that persuasion is more personalized.
Q:
Globally, roughly 65 percent of Internet users access the web at least some of the time with a mobile device.
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:
Which of the following is a disadvantage of mobile connectivity?
A. Mobile connectivity can blur the boundaries of personal and professional time and space.
B. Mobile connectivity gives employees less flexibility in meeting personal obligations.
C. Mobile connectivity increases operating costs.
D. Mobile connectivity does not support nontraditional work models.
E. Mobile connectivity limits multitasking efforts.
Q:
Companies who take a mobile first approach to communication often develop websites that are designed for optimum viewing on smartphones and tablets.
Q:
Because routine requests are granted fairly easily, they require less persuasion than favors.
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:
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:
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:
In the textual content of your persuasive message you must explain your rationale for presenting a new procedure or idea.
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:
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:
Proposing to your supervisor that the company decentralize the reimbursement of travel expenses is an example of selling an idea.
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:
When using the direct or the indirect organizational plan, clarify the specific action you want the reader to take.
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:
What should smart companies do about the constant stream of social media posts?
Q:
When addressing obstacles in a persuasive request, you should subordinate them.
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:
What are the risks and potential benefits of online customer communication?
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:
When using the indirect organizational plan in a persuasive message you must give the main idea immediately.
Q:
Describe the guidelines to follow in handling a routine reply.
Q:
Describe the Communication Process Model and identify potential areas that might cause a failure in the communication process.
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:
Providing credible evidence such as current statistics is a positive way to influence the reader.
Q:
Why do people send goodwill messages?
Q:
Discuss ways and examples of how Social Media has changed the way businesses interact with employees and stakeholders.
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:
When are congratulatory notes appropriate?
Q:
Why is promptness one of the most important considerations when writing a routine reply?
Q:
The potential for failure in the Communication Process Model can happen anywhere during the process.
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:
List and briefly describe the three major sections of a routine request letter.
Q:
When a receiver offers a smile when reading a message, the sender can be assured the message has been well received.
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:
Describe at least four guidelines to remember when asking questions in a routine request.
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:
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:
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:
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:
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:
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:
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.