BUSI 300 Quiz 3 Communication Through Electronics solutions complete answers

BUSI 300 Quiz 3 Communication Through Electronics solutions complete answers 

 

Companies are not authorized to monitor the electronic mail of an employee.

 

Which of the following is true of data security?

 

Data mining is difficult to judge in terms of its ethicality.

 

Written communication, printed or online, can replace the personal interaction essential in today's team-based work environments.

 

When wiki writing, use the first-person blogging style as wikis are typically the place for personal opinion and analysis.

 

Text messaging cannot be used for business purposes as it is strictly a social communication tool.

 

The typical cellphone screen can accommodate no more than 100 characters.

 

Blogging is a real-time email technology that blends email with conversation.

 

In the context of crisis in organizations, victim crisis includes natural disasters, workplace violence, product tampering, and rumors.

 

If a bad news is presented in the first sentence, the news is likely to be unimpactful.

 

Which of the following is a difference between a printed memo and an email message?

 

Which of the following should be followed when writing a bad-news statement?

 

_____ is a persuasive technique used to influence a receiver's perception of a situation.

 

An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas:

 

When refusing a request for a favor, the writer should:

 

In the context of bad-news messages, a(n) _____ is likely to eliminate the need to state the refusal directly because it states what can be done.

 

Steve, a recruiter at Argon Inc., interviews Eric, an engineering graduate. After the interview, Steve writes a message to Eric stating that he has not been selected. In the message, he also suggests that Eric apply for other suitable openings at Argon. The suggestion made by Steve is an example of a(n) _____.

 

Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?

 

Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in his work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's request?

 

The _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application.

 

Who among the following individuals follows a good practice when developing a bad-news message?

 

Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-news message?

 

When delivering a bad-news message, if the refusal appears in the first sentence of the message, _____.

 

Which of the following can make the closing paragraph of a bad-news message pleasant?

 

Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

 

In the context of the inductive outline used in delivering bad-news messages, the introductory paragraph of a bad-news message should:

 

Gwen, a manager at Exude Apparel Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, in which of the following ways should Gwen handle the second request?

 

The reasons section of a bad-news message need not emphasize how the audience will benefit from the decision.

 

The statement preceding the refusal in the introductory paragraph of a bad-news message should imply that an affirmative decision will follow.

 

Issuing a one-line statement using "company policy" as the reason is considered to be adequate while rejecting employee requests.

 

When delivering negative organizational news, it is not necessary to give out every minute detail to the external stakeholders of the organization.

 

Reframing negative situations is almost always a preferred method for dealing with bad news unless doing so is deemed manipulative or deceptive.

 

_____ provide a somewhat formal means of sharing information with people inside an organization.

 

Which of the following is a feature of routine requests for information?

 

Which of the following is true of adjustment messages?

 

Which of the following is an advantage of using the deductive pattern in writing messages?

 

When writing an appreciation message, you should avoid:

 

_____ are defined as messages that are fair responses by businesses to legitimate requests in claim messages by customers.

 

Which of the following is true of effective routine requests?

 

Smith recently purchased a DVD player that caused problems while still in its warranty period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation, assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) _____.

 

A reply to a request for credit information:

 

Who among the following managers is displaying good practice when sending a good-news message?

 

Routine claims usually have the backing of guarantees, warranties, or other contractual conditions.

 

Although the word "grant" is acceptable when talking about claims, its use in adjustment messages is discouraged.

 

Stuart is agitated by the political developments that took place in his country in the last couple of months and decides to share his views. He posts his concerns online by filling a simple online form on his browser. The visitors to his online journal can post comments. The technology used in this scenario is an example of:

 

Which of the following is an advantage of email communication?

 

Which of the following is true of cellphone communication?

 

_____, which are websites that provide virtual communities in which people with shared interests can communicate, are common sources of viruses and spyware.

 

_____ are email messages that incite panic, typically related to risks of computer viruses or deadly threats, and urge you to forward them to as many people as possible.

 

Which of the following is a category of virtual team management tools that allows you to chat in real-time with your team members?

 

_____ is a virtual team management tool for scheduling.

 

Which of the following guidelines should you follow for effective email communication?

 

Aaron, an employee of MindRaft Inc., had an argument with one of his colleagues, Ron. Following this, Aaron sent hate mails containing sarcastic and offensive statements to Ron. In this scenario, the message sent by Aaron is an example of a _____.

 

Which of the following statements is true of a company's right over its employees' electronic communication?

 

Who among the following adheres to the guidelines for preparing effective email messages?

 

Which of the following is a virtual team management tool for team games?

 

Which of the following is true of a blog?

 

Which of the following is true of data security?

 

All virtual communication is mediated by technology but they differ because communication can be achieved through voice, text, video, or some combination of these.

 

Face-to-face meetings are more effective than video-conferences when participants are involved in a structured discussion.

 

A sender should give his or preference the utmost importance when choosing a communication channel.

 

Jargon is the buzzword for proper behavior on the Internet.

 

To make a bad-news message effective, _____ can be incorporated into the beginning paragraph.

 

The principles for preparing memorandums are similar to the principles involved in preparing:

 

Who among the following is following a good practice while writing for a website?

 

Which of the following is a true statement about virtual communication in organizations?

 

Who among the following individuals follows good practice when sending a good-news message?

 

For delivering a message that is straightforward and informative, a face-to-face encounter is preferred over a technological channel.

 

In the context of conveying bad-news messages, _____ carries a level of discomfort and the potential for escalation of emotion.

 

In the context of writing a bad-news message using the inductive outline, which of the following precedes the step that presents facts, analysis, and reasons for the refusal or bad news?

 

Identify a true statement about channel selection.

 

Whenever possible, use an electronic communication tool as an avoidance mechanism.

 

In the context of channels of virtual collaboration, virtual teams can use _____ that can serve as an electronic bulletin board.

 

Which of the following is true of electronic meeting systems (EMS)?

They enable group members in brainstorming ideas, voting, outlining ideas, or 

 

_____ is a popular software program that lets participants share what's on their personal computer with the entire group, including PowerPoint slides, data summaries, and written reports.

 

_____ is effective when sending a single message to several recipients and when needing to communicate 24 hours a day, 365 days a year.

 

Which of the following is a guideline that assists in effective email usage?

 

Which of the following statements is true of text messaging?

 

_____ is particularly well suited to text messaging because the names of the numbers are also close to the sounds of certain words.

 

Which of the following is an example of a good practice while writing for a website?

 

Which of the following is a Web 2.0 technology?

 

_____ are dynamic, with rapidly changing content that does not require authorization to post.

 

Which of the following statements is true of voice mail technology?

 

Which of the following tips should be followed to improve voice mail communication?

 

A technological channel is always the ideal communication method of choice.

 

_____ provide a formal means of sharing information with people inside an organization.

 

While writing a good-news message, _____.

 

An appreciation message should:

 

Which of the following is true of persuasive claims?

 

_____ are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate.

 

_____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.

 

Which of the following makes routine requests effective?

 

Neutral-news messages are not likely to generate an emotional reaction from receivers.

 

Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is inappropriate.

 

Which of the following is true of face-to-face delivery of bad news?

 

When delivering bad news, if a refusal appears in the first sentence of a message, _____.

 

Gwen, a manager at Exude Apparels Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, which of the following is an appropriate response to the second request?

 

_____ can be incorporated into the beginning paragraph of a bad-news message to make it effective.

 

Using _____ helps subordinate the refusal in a bad-news message.

 

In the context of bad-news messages, a(n) _____ might eliminate the need to state the refusal directly because it states what can be done.

 

Which of the following should be avoided when writing the closing paragraph of a bad-news message?

 

In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as well as organizational misdeeds such as fraud.

 

Face-to-face delivery of bad news increases the probability of misinterpretation of the news.

 

Placing a refusal in the first sentence of a message can be justified if the message is the second response to a repeated request.

 

The statement preceding a refusal in the introductory paragraph of a bad-news message should imply that an affirmative decision will follow.

 

 

·         Question 1

 

 
 
 
Which of the following considerations must be made before sending a message?​
 
 
 
 
 
 
 
·         Question 2

 

 
 
 
A sender should choose a communication channel according to his or her preference.
 
 
 
 
 
 
 
·         Question 3

 

 
 
 
Which of the following statements is true of instant messaging (IM)?​
 
 
 
 
 
 
 
·         Question 4

 

 
 
 
A good positive response to a routine request addresses audience's concerns using an articulate, concise writing style.
 
 
 
 
 
 
 
·         Question 5

 

 
 
 
Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.
 
 
 
 
 
 
 
·         Question 6

 

 
 
 
Identify a true statement about cellphone communication.​
 
 
 
 
 
 
 
·         Question 7

 

 
 
 
Which of the following is true of email?​
 
 
 
 
 
 
 
·         Question 9

 

 
 
 
Which of the following guideline should you follow for effective email communication?​
 
 
 
 
 
 
 
·         Question 10

 

 
 
 
Good-news messages present the main idea at the end.
 
 
 
 
 
 
 
·         Question 11

 

 
 
 
Using the inductive sequence in a bad-news message:​
 
 
 
 
 
 
 
·         Question 12

 

 
 
 
When delivering negative organizational news, convey the bad news as late as possible.
 
 
 
 
 
 
 
·         Question 13

 

 
 
 
Businesses want their customers to communicate when merchandise or service is not satisfactory.
 
 
 
 
 
 
 
·         Question 14

 

 
 
 
Good-news or neutral-news messages follow a(n) _____.​
 
 
 
 
 
 
 
·         Question 15

 

 
 
 
Abdul, a manager at Chrysum Corp., was assigned the task of overseeing the operations in a foreign office for a week. Before leaving the country, Abdul recorded a message on his phone to inform callers that he was away from home and would return their calls when he returned. In this scenario, the technology used by Abdul is an example of:​
 
 
 
 
 
 
 
·         Question 16

 

 
 
 
When writing a procedural message, each step must be written in the passive voice.
 
 
 
 
 
 
 
·         Question 19

 

 
 
 
Form messages have a tendency to be too personal.
 
 
 
 
 
 
 
·         Question 20

 

 
 
 
An employer must have either a warrant or an employee's permission to view messages stored by someone other than the employer.
 
 
 
 
 
 
 
·         Question 21

 

 
 
 
The closing sentence of a bad-news message should:​
 
 
 
 
 
 
 
·         Question 22

 

 
 
 
Which of the following is an example of a good practice when sending a good-news message?​
 
 
 
 
 
 
 
·         Question 23

 

 
 
 
To avoid the legal perils of electronic communications, employees must be taught to:​
 
 
 
 
 
 
 
·         Question 24

 

 
 
 
To give a routine claim the emphasis it deserves, the message must:​
 
 
 
 
 
 
 
·         Question 25

 

 
 
 
Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in the work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's request?​
 
 
 
 
 
 
 
·         Question 26

 

 
 
 
Which of the following is true of effective Web writing?​
 
 
 
 
 
 
 
·         Question 28

 

 
 
 
Which of the following makes an online order confirmation effective?​
 
 
 
 
 
 
 
·         Question 30

 

 
 
 
Which of the following managers is displaying good practice when sending a good-news message?​
 
 
 
 
 
 
 
·         Question 31

 

 
 
 
Which of the following is an example of a good practice when developing a bad-news message?​
 
 
 
 
 
 
 
·         Question 33

 

 
 
 
A good positive response to a routine request highlights specific answers to recipient's questions using an articulate, concise writing style.
 
 
 
 
 
 
 
·         Question 37

 

 
 
 
The introductory paragraph in a bad-news message should:​
 
 
 
 
 
 
 
·         Question 38

 

 
 
 
The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar days following application.
 
 
 
 
 
 
 
 
 
·         Question 39

 

 
 
 
For an order that cannot be filled quickly and precisely, companies must not send an acknowledgment message.
 
 
 
 
 
 
 
·         Question 40

 

 
 
 
Which of the following is true of a thank-you message?​
 
 
 
 
 
 
 
·         Question 41

 

 
 
 
Which of the following guidelines should be followed when extending credit?​
 
 
 
 
 
 
 
·         Question 43

 

 
 
 
A _____ is a collaborative website that hosts the collective work of many authors.​
 
 
 
 
 
 
 
·         Question 44

 

 
 
 
Which of the following is true of form messages?​
 
 
 
 
 
 
 
·         Question 45

 

 
 
 
Which of the following is true of the reasons section of a bad-news message?​
 
 
 
 
 
 
 
·         Question 46

 

 
 
 
Refusing employees' requests requires sensitivity and complete, honest explanations.
 
 
 
 
 
 
 
·         Question 47

 

 
 
 
Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.
 
 
 
 
 
 
 
·         Question 48

 

 
 
 
Employees that are floors apart or in different offices or time zones benefit from email and Web communications.
 
 
 
 
 
 
 
·         Question 50

 

 
 
 
Which of the following is a feature of requests for information?​
 
 
 
 
 
 
 
 

·         Question 1

 

 
 
 
A routine request should use a generic closing statement to build goodwill and a sense of urgency.
 
 
 
 
 
 
 
·         Question 3

 

 
 
 
Which of the following is a difference between routine claims and persuasive claims?​
 
 
 
 
 
 
 
·         Question 5

 

 
 
 
In the decision to communicate about negatives, the primary consideration is intent.
 
 
 
 
 
 
 
·         Question 6

 

 
 
 
Sales promotional material must never be included in a bad-news message.
 
 
 
 
 
 
 
·         Question 7

 

 
 
 
Which of the following suggestions should you follow when writing an effective persuasive claim message?​
 
 
 
 
 
 
 
·         Question 8

 

 
 
 
Which of the following is true of being objective when writing persuasive messages?​
 
 
 
 
 
 
 
·         Question 9

 

 
 
 
Which of the following is true of replies to requests for credit information?​
 
 
 
 
 
 
 
·         Question 10

 

 
 
 
Requests for information are not common in business.
 
 
 
 
 
 
 
·         Question 11

 

 
 
 
An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.
 
 
 
 
 
 
 
·         Question 12

 

 
 
 
Good-news messages present the main idea at the end.
 
 
 
 
 
 
 
·         Question 13

 

 
 
 
If you put readers to work using your product, service, or idea to solve problems, they will be the subject of most of your sentences.
 
 
 
 
 
 
 
·         Question 14

 

 
 
 
Ken is preparing a persuasive message for business owners in his community. Before he writes his message, he should try to understand the characteristics these owners have in common, such as their goals and educational status.
 
 
 
 
 
 
 
·         Question 15

 

 
 
 
The introductory paragraph in a bad-news message should:​
 
 
 
 
 
 
 
·         Question 16

 

 
 
 
Using a bullet list format in a positive response to a routine request is a poor practice.
 
 
 
 
 
 
 
·         Question 17

 

 
 
 
In a bad-news message, placing the refusal in the first sentence can be justified if the message:​
 
 
 
 
 
 
 
·         Question 18

 

 
 
 
Routine messages, such as customer order acknowledgments, are written inductively.
 
 
 
 
 
 
 
·         Question 20

 

 
 
 
A message that is sent in response to a sales information request requires an attention-getting sentence.
 
 
 
 
 
 
 
·         Question 22

 

 
 
 
Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.
 
 
 
 
 
 
 
·         Question 23

 

 
 
 
Which of the following is true of claim messages?​
 
 
 
 
 
 
 
·         Question 24

 

 
 
 
A good positive response to a routine request addresses audience's concerns using an articulate, concise writing style.
 
 
 
 
 
 
 
·         Question 25

 

 
 
 
Which of the following is true of routine requests?​
 
 
 
 
 
 
 
·         Question 26

 

 
 
 
Which of the following makes an online order confirmation effective?​
 
 
 
 
 
 
 
·         Question 27

 

 
 
 
When delivering negative organizational news, convey the bad news as late as possible.
 
 
 
 
 
 
 
·         Question 28

 

 
 
 
Which of the following managers is displaying good practice when sending a good-news message?​
 
 
 
 
 
 
 
·         Question 29

 

 
 
 
Typically, acknowledgment messages are preprinted letters or copies of a sales order.
 
 
 
 
 
 
 
·         Question 30

 

 
 
 
Positive responses to favor requests should not sound enthusiastic.
 
 
 
 
 
 
 
·         Question 31

 

 
 
 
Using the inductive sequence in a bad-news message:​
 
 
 
 
 
 
 
·         Question 33

 

 
 
 
Which of the following is an idea that you can incorporate into an effective beginning paragraph in a bad-news message?​
 
 
 
 
 
 
 
·         Question 34

 

 
 
 
If a product is not superior to its competition in some respects, factors such as favorable price, fast delivery, or superior service can be used as the primary appeal.
 
 
 
 
 
 
 
·         Question 35

 

 
 
 
The closing paragraph of an effective sales message:​
 
 
 
 
 
 
 
·         Question 36

 

 
 
 
Refusing employees' requests requires sensitivity and complete, honest explanations.
 
 
 
 
 
 
 
·         Question 37

 

 
 
 
The closing paragraph in a bad-news message must restate the refusal.
 
 
 
 
 
 
 
·         Question 38

 

 
 
 
By stressing one main point, you limit a message to that point.
 
 
 
 
 
 
 
·         Question 40

 

 
 
 
A form message is a document that indicates an order has been received and is being processed.
 
 
 
 
 
 
 
·         Question 41

 

 
 
 
_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.​
 
 
 
 
 
 
 
·         Question 45

 

 
 
 
Which of the following is true of negative organizational news?​
 
 
 
 
 
 
 
·         Question 46

 

 
 
 
Which of the following conveys a positive connotation when convincing prospective customers that they will like your product, service, or idea?​
 
 
 
 
 
 
 
·         Question 47

 

 
 
 
Which of the following is true of a crisis situation in an organization?​
 
 
 
 
 
 
 
·         Question 48

 

 
 
 
An appreciation message must never be addressed to an individual's supervisor.
 
 
 
 
 
 
 
·         Question 49

 

 
 
 
Companies should not welcome claims as a majority of them are from unethical individuals.
 
 
 
 
 
 
 
·         Question 50

 

 
 
 
It is helpful to write very long paragraphs in persuasive messages to achieve the writer's purpose.
 
 
 
 
 
 

 

 

_____ refers to statements made about merchandise or service related to goods or services already bought. 

 

Which of the following is true of a thank-you message? 

 

When providing credit information, there is an ethical and legal obligation involved. 

 

Which of the following is an example of a good practice when sending a good-news message? 

 

When writing an appreciation message, you should: 

 

To give a routine claim the emphasis it deserves, the message must: 

 

Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral. 

 

When favor requests arrive frequently, a form message can be drafted to respond to the invitations. 

 

Which of the following exemplifies a good practice when writing a letter extending credit? 

 

Which of the following is a feature of requests for information? 

 

Using a bullet list format in a positive response to a routine request is a poor practice. 

 

An appreciation message must never be addressed to an individual's supervisor. 

 

When writing a procedural message, each step must be written in the passive voice. 

 

Which of the following managers is displaying good practice when sending a good-news message? 

 

_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees. 

 

A routine request should use a generic closing statement to build goodwill and a sense of urgency. 

 

A form message is a document that indicates an order has been received and is being processed. 

 

Which of the following is a difference between routine claims and persuasive claims? 

 

A good positive response to a routine request addresses audience's concerns using an articulate, concise writing style. 

 

Replies to requests for credit information are complicated. 


Routine requests and favorable responses to them follow the _____. 

 

Which of the following is true of replies to requests for credit information? 

 

Smith recently purchased a DVD player that began causing problems while still in its warranty period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation, assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) _____. 

 

Which of the following makes a routine request poor? 

 

Which of the following guidelines should be followed when extending credit? 

 

Good-news messages present the main idea at the end. 

 

Positive responses to favor requests should not sound enthusiastic. 

 

Which of the following is a difference between subtle sales messages and direct sales messages? 

 

Routine messages, such as customer order acknowledgments, are written inductively. 

 

Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario, which of the following sequences should Mary follow to structure the good-news message? 

 

 

Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently. 

 

The closing sentence of a bad-news message should: 

 

Which of the following is an idea that you can incorporate into an effective beginning paragraph in a bad-news message? 

 

Which of the following is true of the reasons section of a bad-news message? 

 

Which of the following guidelines should be followed while writing a bad-news statement? 

 

If bad news is presented in the first sentence of a message, the reaction is likely to be positive. 

 

Credit refusals cannot serve as order acknowledgments when requests for credit are accompanied with an order. 

 

Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience. 

 

In the context of denying credit requests, the _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application. 

 

Which of the following is true of negative organizational news? 

 

When delivering negative organizational news, convey the bad news as late as possible. 

 

The introductory paragraph in a bad-news message should:

 

Using the inductive sequence in a bad-news message: 

 

Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged. 

 

Email is the most effective channel for communicating negative organizational news. 

 

In a bad-news message, placing the refusal in the first sentence can be justified if the message: 

 

An expression of gratitude could be used as a positive beginning to a bad-news message. 

 

Which of the following is a similarity between conveying bad news electronically and personally? 

 

In a victim crisis, an organization is viewed as a victim of an event. 

 

Which of the following can make the closing paragraph of a bad-news pleasant? 

 

Sales promotional material must never be included in a bad-news message. 

 

Which of the following is a difference between a printed memo and an email? 

 

The best reason for a refusal is "company policy" because it requires no further explanation. 

 

Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product.

 

Which of the following is true of a crisis situation in an organization? 

 

Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee. He notices many grammatical errors in Bruno's articles and decides to write a feedback message to Bruno. Which of the following guidelines should Mark follow when composing the message? 

 

When refusing a request, a writer should:

 

The reasons section of a bad-news message need not emphasize how the audience will benefit from a decision. 

 

Which of the following is true of a counterproposal? 

 

Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis. 

 

Which of the following is an example of a good practice when developing a bad-news message? 

 

Refusing employees' requests requires sensitivity and complete, honest explanations. 

 

It is a good idea to use the deductive approach for refusing requests for a favor, an action, or even a donation.

 

The closing paragraph in a bad-news message must restate the refusal. 

 

Which of the following guidelines should you follow when developing the reasons section in a bad-news message? 

 

An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees. 

 

In the context of delivering bad-news messages, _____ carries a level of discomfort and the potential for escalation of emotion. 

 

In the context of writing a bad-news message using the inductive outline, which of the following immediately precedes the step that presents facts, analysis, and reasons for refusal or bad news? 

 

The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar days following application. 

 

Steve, a recruiter at Aragon Inc., interviews Eric, an engineering graduate. After the interview, Steve writes a message to Eric stating that he has not been selected. In the message, he also suggests that Eric apply for other suitable openings at Aragon. The suggestion made by Steve is an example of a(n) _____. 
 
 
 
Question 2 Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience. 

 

Question 3 An effective introduction of a product, service, or idea is cohesive and action centered, and continues to stress a central selling point.

 

Question 4 In a sales message, the last paragraph should:

 

Question 6 A new product to reduce cholesterol is on the market with a price that is higher than that of the competitors' products. Where should writers introduce price in their sales message?

 

Question 7 Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to request for a replacement of merchandise.

 

Question 8 A company is faced with the challenge of communicating to its employees a significant change in its policies. Which of the following suggestions should the management follow to communicate this change to its employees effectively?

 

Question 9 Which of the following is true of form messages?

 

Question 10 Businesses want their customers to communicate when merchandise or service is not satisfactory.

 

Question 11 Which of the following is the suggested four-step sequence for an inductive outline?

 

Question 13 Sales promotional material must never be included in a bad-news message.

 

Question 15 Which of the following is true of requests for information?

 

Question 16 Which of the following suggestions can be followed when writing a sales message to motivate action from the audience?

 

Question 17 Read the refusal message to Kylie Sanders who has requested new laptops for her department so that employees can work from home and travel with ease. Then answer the corresponding question about the message. To: Kylie Sanders From: Satya Kashtelyan Subject: Employee Laptop Initiative Hi Kylie, Even though my employees are interested in being more productive, there is no way that we will be able to fund an employee laptop initiative. Such an initiative would not work for a number of reasons, including budgeting and technology training. A laptop initiative would be an expensive endeavor. With each laptop costing approximately $2,000 for each of our 56 employees, the costs would exceed $100,000. In addition to the cost of the laptops, employees would need technology training. In order to properly train employees, we would need to provide optional training workshops. These workshops incur additional direct costs as well as indirect costs in areas such as lost productivity. Given the 10 percent loss of revenue we faced last quarter, these expenses would be difficult to cover. While we are not currently in a position to implement the laptop initiative request, your request is forward-thinking and noteworthy. Once the company finds itself on more secure financial grounds, I would be happy to reconsider the initiative. Meanwhile, we have several laptop computers that employees may check out for telecommuting and travel. Kylie, employees like you make us all proud. Even though your request was a little outrageous and the timing was off, it is the thought that counts. Keep up the good work. Best, Satya True or False: In the original bad-news statement, Satya focuses on the refusal rather than the merits of the request.

 

Question 18 Which of the following makes an online order confirmation effective?

 

Question 19 The most serious weakness is asking for action too quickly and providing no incentive for action.

 

Question 20 Good-news or neutral-news messages follow a(n) _____.

 

Question 21 Will has written a letter to the sales manager of a computer manufacturing company inquiring about the features of the company's new netbook. In response to the query, the manager's letter should begin with an attention-getting sentence to invoke Will's interest in owning a netbook.

 

Question 22 An effective persuasive appeal should include a central selling point that is woven throughout the entire message.

 

Question 23 As indicated by Maslow's need hierarchy, some people respond favorably to sales promotions that target their sense of belonging, their ability to be remembered, and their need to be appreciated. The needs that are being targeted are social, ego, and _____ needs.

 

Question 24 Which of the following is true of negative organizational news?

 

Question 25 In the decision to communicate about negatives, the primary consideration is intent.

 

Question 28 When delivering negative organizational news, it is necessary to be candid about what is happening, why, and its effect on employees, customers, and the public.

 

Question 29 Which of the following is a difference between solicited and unsolicited sales messages?

 

Question 30 Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news?

 

Question 31 Eduardo concludes his sales message for video game subscriptions by instructing receivers, "Let us hear from you if you are interested in subscribing to our service," which is an effective request for action.

 

Question 32 Form messages have a tendency to be too personal.

 

Question 33 The discussion of persuasive requests assumes requests are unreasonable.

 

Question 34 Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in the work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's request?

 

Question 35 The principles used in selling an idea are similar to those used in selling products.

 

Question 36 For an order that cannot be filled quickly and precisely, companies must not send an acknowledgment message.

 

Question 37 Which of the following is true of routine requests?

 

Question 38 Which of the following guidelines should be followed when extending credit?

 

Question 39 Ashton, a manager at Millington Technologies Inc., receives a message from a customer claiming free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim?

 

Question 40 Which of the following is a feature of the deductive organizational pattern?

 

Question 41 Which of the following is a feature of persuasive communication?

 

Question 42 It is helpful to write very long paragraphs in persuasive messages to achieve the writer's purpose.

 

Question 43 Which of the following is a technique of subordinating the price of a product in a persuasive message?

 

Question 44 In order to generate interest by introducing a product or idea, which of the following actionoriented guidelines should you follow?

 

Question 45 A good positive response to a routine request addresses audience's concerns using an articulate, concise writing style.

 

Question 46 An effective persuasive message should use concrete and specific language to create an accurate representation of a product, service, or idea.

 

Question 47 Typically, acknowledgment messages are preprinted letters or copies of a sales order.

 

Question 48 When delivering negative organizational news, convey the bad news as late as possible.

 

Question 49 Which of the following statements is true of persuasion strategies?

 

Question 50 When a message contains a request that must be refused and another that is being answered favorably, the refusal must always be stated first.

 

 

 

While communicating, sentences in subjunctive mood:​
a. ​distract the receiver from paying sufficient attention to the statements that follow.
b. ​include a reason that makes a negative idea seem less objectionable and thus improves the tone.
c. ​divert attention from the real message to emotional issues that have little to do with the message.
d. ​restate ideas that are sufficiently implied.
 
 
. Written defamatory remarks are referred to as _____.​
a. ​libel
b. ​slander
c. ​jargon
d. ​consensus
 
 
64.
Which of the following is a difference between web pages and social media?
a. Unlike web pages, social media prohibits users from generating their own content.​
b. ​Unlike web pages, social media enables people to connect online and have a conversation.
c. ​Unlike web pages, social media is not generally interactive.
d. ​Unlike web pages, social media requires authorization before posting.
 
 
65.
. Which of the following is a guideline for effective voice mail communication?​
a. ​Refrain from updating your greeting often.
b. ​Encourage callers to leave detailed messages.
c. ​Never leave your email address or fax number on your greeting.
d. ​Check your voice mail once a week.
 
 
67.
Which of the following is an important step for fostering human relations in a professional setting?​
a. ​Avoiding the use of jargon
b. ​Minimizing the use of profanity
c. Avoiding redundancies in speech​
d. ​Eliminating outdated expressions
 
 
68.
Which of the following is a result of gaining firsthand knowledge of the audience before writing a message?​
a. ​It complicates the task of organizing the sender's message.
b. ​It supports the sender's viewpoint with subjective information.
c. ​It permits the sender to address the audience's needs and concerns.
d. ​It eliminates the scope for negative feedback.
 
 
69.
Which of the following is a similarity between a memo and a voice mail?​
a. ​Both memo and voice mail constitute oral communication.
b. ​Neither a memo nor a voice mail requires a feedback.
c. ​Both memo and voice mail are intended for an external audience.
d. ​Neither a memo nor a voice mail can be used for confirming.
 
 
71.
Which of the following is considered an expensive channel of communication for business users?​
a. ​A blog application
b. ​A face-to-face meeting
c. ​A videoconferencing tool
d. ​A teleconferencing tool
 
 
72.
. Which of the following is true of a dysphemism?​
a. ​It makes an idea seem negative or disrespectful.
b. ​It is a kind word substituted for one that may offend.
c. ​It helps build and protect goodwill.
d. ​It is also known as corporate speak.
 
 
73.
Which of the following is true of cellphone communication?​
a. ​It ensures complete confidentiality and is not prone to misuse.
b. ​It improves performance among salespersons by improving their outreach to clients.
c. ​It is free from policies and legal restrictions.
d. ​It is cost-effective when communicating with people located in several time zones.
 
 
74.
Which of the following is true of concise messages?​
a. ​They use outdated expressions and have a dull, stuffy, unnatural tone.
b. ​They divert attention from the real message to emotional issues that have little to do with the message.
c. They save time and money for both the sender and the receiver.​
d. ​They imply that the communicator is temporarily coming down from a level of superiority to join the receiver on a level of inferiority.
 
 
75.
Which of the following is true of effective Web writing?​
a. ​Web users refer frequently to directions and are likely to read little notes, sidebars, and help files.
b. ​Information on a website should follow the pyramid style of writing common in newspaper writing.
c. ​Web users can more quickly scan items in rows rather than columns.
d. ​English-speaking readers typically start scanning at the right side of the main content area of a website.
 
 
76.
Which of the following is true of outlining before communicating a complex message?​
a. ​It ensures that insignificant points appear at emphatic positions.
b. ​It encourages positive reaction toward the message and the sender.
c. ​It enables concentration on multiple phases at a time.
d. ​It increases the chances of leaving out essential ideas.
 
 
77.
Which of the following is true of the inductive approach of communicating a message?​
a. It is used when the message is intended to please the audience.​
b. It is used to discourage audience involvement.​
c. ​It is used when the message is routine.
d. ​It is used when the audience needs to be persuaded by the message.
 
 
78.
Which of the following sentences uses specific language?​
a. ​The public outcry was huge.
b. ​Please supply me with changes to the proposal by this Friday at noon.
c. ​Sam is a great manager.
d. ​Please get back to me soon about what we have already discussed.
 
 
79.
Which of the following statements is ethnically biased?​
a. ​Please give your form to Sheila, the Asian woman.
b. ​George is the older gentleman who works downstairs.
c. ​Blind employees receive special treatment.
d. ​Employees with vision impairments receive compensation.
 
 
80.
Which of the following statements is true of perception of reality?​
a. ​It is limited by previous experiences.
b. ​It is unaffected by our attitudes toward the sender of a message.
c. ​It is similar among individuals with similar backgrounds.
d. ​It is independent of our viewpoints.
 
 
83.
Which of the following techniques should be followed to communicate ethically and responsibly?​
a. A sender should embellish facts to make ideas sound better.​
b. ​A sender should use such words that convey several meanings in addition to what is intended.
c. ​A sender's message should support his or her interests.
d. ​A sender's viewpoints should be supported with objective facts.
 
 
42.
. Read the scenario, and then answer the corresponding question.
You are the general manager of a sizable car dealership in Lubbock, Texas. Although your dealership narrowly escaped closure during the recent recession, car and truck sales continue to decline. To remain profitable, you will need to eliminate five positions within the dealership.
Before you begin laying off employees, you decide that, to avoid misinformation, your employees should know about the dealership's difficult situation and your plans to reduce the size of its staff. You begin to plan a message to the employees to prepare them for the hard decisions that the dealership will have to make in the next few months.
The best channel for delivering the previous message is a_________.
A. voicemail
B. traditional financial report
C. traditional group meeting
 
 
49.
Stuart is agitated by the political developments in his country in the last couple of months and decides to share his views. He posts his concerns online by filling a simple online form from his browser. The visitors to his online journal can post comments. The technology used in this scenario is an example of:​
a. ​text messaging.
b. ​instant messaging.
c. ​blogging.
d. ​emailing.
 
 
51.
. The proliferation of new, high-speed communication technologies has changed the workplace. Instant messaging is a tool that is now appropriate for _________ workplace communication.
A. certain internal
B. certain external
C. all internal
 
 
52.
. The typical cellphone screen can accommodate no more than 140 characters.
a. True
b. False
 
 
53.
To avoid the legal perils of electronic communications, employees must be taught to:​
a. ​write loose messages.
b. ​always write casual messages.
c. ​delete all old messages.
d. ​organize relevant messages.
 
 
54.
To communicate effectively you must decide what you are trying to say before you write or speak. Carefully analyzing the purpose and channel of your message will result in a more successful message that can help you maintain goodwill, be more productive, and maintain a high level of professionalism.
You need to share a very complicated project plan with your local team who are all from Ohio. The channel choice consideration you might want to address is the _________.
A. amount of information covered
B. need for interpretation
C. cost
 
 
55.
. To reduce the sting of an unpleasant thought, _____.​
a. ​employ active voice
b. ​use second person pronoun
c. ​state ideas using positive language
d. ​use passive voice
 
 
56.
. Undeliverable email messages are delivered to a mail administrator.
a. True
b. False
 
 
57.
When composing the first working draft of your message, the most efficient and effective approach is to _________.
A. focus on details
B. wait for inspiration
C. compose quickly
 
 
58.
When is it appropriate to use jargon?​
a. ​Only when speaking in formal settings
b. ​Only when speaking to professionals in the same field
c. ​Only when speaking in informal settings
d. ​Only during international business communication
 
 
59.
Which of the following carries the risk of creating a hostile working environment?​
a. ​Cliché
b. ​Jargon
c. ​Profanity
d. ​A meme
 
 
60.
Which of the following does communicating ethically involve?​
a. ​Upholding the sender's interests over the interests of the audience
b. ​Selecting words that may convey several meanings in addition to that intended
c. ​Embellishing facts to make ideas sound better
d. ​Expressing ideas clearly and understandably
 
 
61.
Which of the following has a connotative meaning?​
a. ​Please do not hassle the customer service representatives with too frequent questions.
b. ​Research and development has developed an outstanding production process.
c. ​Rita's drive and enthusiasm make her successful at sales.
d. ​Your ability to meet deadlines is satisfactory.
 
 
62.
Which of the following is a difference between communicating through a Web page and the telephone?​
a. ​A Web page is an expensive medium of communication, whereas the telephone is an inexpensive medium of communication.
b. ​A Web page is used for sharing information with a large audience, whereas the telephone is used for sending confidential information.
c. ​A Web page is used for discussing bad-news messages, whereas the telephone is used for sharing good-news messages.
d. ​A Web page is ideal for a one-to-one communication, whereas the telephone is used for sharing data worldwide.
 
 
63.
Which of the following is a difference between connotative words and denotative words?​
a. ​Connotative words reveal the speaker's or writer's qualitative judgment, whereas denotative words do not reveal the speaker's or writer's qualitative judgment.
b. ​Denotative words involve messages that are implied, whereas connotative words involve messages that are explicit.
c. ​Denotative words are interpreted based on the context, whereas connotative words are not interpreted based on the context.
d. ​Connotative words distract the receiver from paying attention to the statements that precede, whereas denotative words distract the receiver from paying attention to the statements that follow.
 
 
23.
. Identify a true statement about cellphone communication.​
a. ​Cellphone communication dramatically deteriorates performance among salespersons.
b. ​Confidential or sensitive information can be effectively shared through cellphones.
c. ​Cellphone communication is cost-effective when communicating with people located in several locations and time zones.
d. ​The radio frequencies that transmit the voice signals in cellphone communication can be picked up by other equipment.
 
 
24.
. Identify a true statement about the legal requirements governing electronic messages.​
a. ​A copy of an electronic message cannot be produced as verification in the courts.
b. ​Inability to locate emails and other relevant documents cannot be considered negligence.
c. ​Evidence produced by companies in the form of an email is considered invalid by the courts.
d. ​Destroying email messages in violation of securities rules is a sure path to destruction.
 
 
25.
. In a discussion of communication, the word _____ means the act of dividing a topic into parts and arranging them in an appropriate sequence.​
a. ​synergy
b. ​organize
c. ​control
d. ​stroke
 
 
26.
. In a document, enumerated or bulleted lists:​
a. ​should be placed only in the appendix section.
b. ​result in divergence from the flow of the written message.
c. ​can be used to add visual impact to items in a series.
d. ​result in too much white space, making the page look less organized.
 
 
27.
Information that is confidential or sensitive can be securely shared through cellphone communication.
a. True
b. False
 
 
28.
. In the communication process, outlining should be completed prior to writing.
a. True
b. False
 
 
29.
. In the process of selecting an outline for a message, which of the following steps should take place before predicting the reaction of the audience?​
a. Determining the central idea to be conveyed​
b. ​Analyzing if the audience will be pleased or displeased by the message
c. ​Determining how the sender's personal preferences will affect communication 
d. ​Drafting the supporting details of an idea
 
 
30.
. In which of the following ways does an outline of a complex message benefit the sender?​
a. ​It permits concentration on one phase at a time.
b. ​It reinforces a "me attitude."
c. ​It ensures that unimportant points are also given emphasis.
d. ​It facilitates prolonging the duration of communication.
 
 
31.
. Isabella was hit by a car while she was walking on the road and sustained minor injuries. She filed a case against the car driver. As the case was being investigated, several witnesses on the road provided various statements about the accident. In this scenario, which of the following is most likely a reason for contradictory statements of the witnesses?​
a. Rapport created by previous dealings
b. ​Individual differences in perception
c. ​Inability to decode nonverbal cues
d. ​Ineffectiveness of the communication channel
 
 
33.
The _____ is the literal meaning of a word plus an extra message that reveals the speaker's or writer's qualitative judgment.​
a. ​connotative meaning
b. ​figurative meaning
c. ​denotative meaning
d. ​direct meaning
 
 
34.
Joe is maintaining a blog about his experiences in teaching martial arts. In his next blog, he plans to include the steps to be taken for improving the balance of postures. In this scenario, which of the following should he use to write about the steps?​
a. ​Boxed text
b. ​Bulleted list
c. ​Bar graph
d. ​Numbered list
 
 
35.
Martha is writing a letter to a movie producer. She has written a screenplay and wants to share it. Her letter ends with the words "Enclosed please find a copy of the script. Very truly yours, Martha." In terms of readability, what mistake did Martha make in her letter?​
a. ​She used clichés.
b. ​She used profanity.
c. ​She used outdated expressions.
d. ​She used very informal words.
 
 
36.
On a website, users can more quickly scan items in rows rather than columns.
a. True
b. False
 
 
37.
. Oral communication is the best choice for conveying large amounts of information.
a. True
b. False
ANSWER: False
 
 
38.
Patrick prepares a presentation of a research paper that begins with the major idea. He then realizes that the topic could be antagonizing and may not please his audience. In this scenario, which of the following should Patrick use?​
a. ​The deductive approach
b. ​The inductive approach
c. ​Metacommunication
d. ​Excommunication
 
 
39.
Raj, a senior engineer at a manufacturing firm, leads a designing team from the home country, while the team works from the host country. Currently, the team is working on a project and is in the verge of finalizing a design. At this point, the client communicates a change in the design. Raj has to pass this information to his team immediately. In this scenario, which of the following will be the ideal channel of communication?​
a. ​Kinesic communication
b. ​The telephone
c. ​A face-to-face meeting
d. ​Metacommunication
 
 
40.
Ray Muller, a renowned physicist, is addressing a gathering of physics students from different parts of the world. While delivering his speech, which of the following audience characteristics should Ray Muller be aware of?​
a. ​Economic level
b. ​Educational background
c. ​Culture
d. ​Rapport
 
 
41.
. Reading a document from right to left reduces your reading speed, allowing you to concentrate deliberately on each word.
a. True
b. False
 
 
1.
22. A good practice for communicating concisely is to:​
a. ​incorporate redundancies.
b. ​restate ideas that are sufficiently implied.
c. ​include clichés that are wordy.
d. ​shorten sentences by using suffixes or prefixes.
 
 
2.
Abdul, a manager at Chrysum Corp., was assigned the task of overseeing the operations in a foreign office for a week. Before leaving the country, Abdul recorded a message on his phone to inform callers that he was away from home and would return their calls when he returned. In this scenario, the technology used by Abdul is an example of:​
a. text messaging.​
b. ​social networking.
c. ​cellphone communication.
d. ​voice mail communication.
 
 
3.
. A deleted message cannot be resurrected.
a. True
b. False
 
 
4.
Advances in wireless technology offer capabilities beyond the typical mobile phone. Voice _________ technology offers the ability to communicate with a computer system without a keyboard.
A. input and output
B. storage
C. mail
 
 
5.
. Alan, the chief executive officer of Pioneer Inc., was requested by Jack, a student at Woodhouse Elementary School, to share some information about Pioneer for his project report. While Alan could have forwarded one of the several emails he had written about the company to his clients, he used simple words and gave simple basic facts about Pioneer when responding to Jack. In this scenario, which of the following audience characteristics did Alan consider?​
a. ​Rapport
b. ​Age
c. ​Economic level
d. ​Culture
 
 
6.
. A receiver's reaction to a message is strongly influenced by the sequence in which ideas are presented.
a. True
b. False
 
 
7.
. _____ are overused expressions that can cause their users to be perceived as unoriginal, unimaginative, lazy, and perhaps even disrespectful.​
a. ​Chunks
b. ​Jargon
c. ​Clichés
d. ​Connotations
 
 
8.
Choose the best revision for each of the words in the left-hand column.
Formal word Revision
Procure _________
A. Send
B. Get
C. Acquire
 
 
9.
Choose the best revision for each of the words in the left-hand column.
Formal word Revision
Utilize _________
A. Exploit
B. Use
C. Make the most of
 
 
10.
Chris and Stephanie are friends who reside in two different states. They stay in touch with the help of a computer program that allows them to send messages to each other that both of them can immediately see when they are online. In this scenario, the technology used by Chris and Stephanie is:​
a. ​blogging.
b. ​phishing.
c. ​text messaging.
d. ​instant messaging.
 
 
11.
. Communication in face-to-face situations is always verbal.
a. True
b. False
 
 
12.
. Condescending words seem to imply that the communicator is temporarily coming down from a level of superiority to join the receiver on a level of inferiority.
a. True
b. False
 
 
13.
The cultural context includes the cultural backgrounds of the people with whom you may be communicating.
a. True
b. False
 
 
14.
. Email is advantageous in the workplace because it _________.
A. reduces the need for formal communication
B. is regulated by firewalls
C. facilitates the fast, convenient flow of information
 
 
15.
. Embellishment or exaggeration is justified while communicating information for marketing purposes.
a. True
b. False
 
 
16.
An employer must have either a warrant or an employee's permission to view messages stored by someone other than the employer.
a. True
b. False
 
 
17.
English-speaking readers typically start scanning at the top right side of the main content area of a website.
a. True
b. False
 
 
18.
. Face-to-face communication provides opportunities to facilitate feedback and establish a personal focus.
a. True
b. False
 
 
19.
Familiar web platforms can be used for communication internally and externally. _________ are web platforms that usually require a password and are used by vendors, suppliers, and other business partners to access company information.
A. Blogs
B. Extranets
C. Intranets
 
 
20.
The following statement shows racial bias: "The chairman of the committee will be delivering a speech."
a. True
b. False
 
 
21.
For the sake of efficiency, you should finish proofreading a document with one revision.
a. True
b. False
 
 
22.
Human relations can suffer when denotative words are inadvertently or intentionally used instead of connotative words.
a. True
b. False
 
 
 
 
 
 
 
 

1.
 
 
Which of the following is true of the selection of a channel of communication?​
2.
 
 
Which of the following considerations must be made before sending a message?​
3.
 
 
Identify a true statement about the legal requirements governing electronic messages.​
5.
 
 
Which of the following is a guideline for effective voice mail communication?​
6.
 
 
Which of the following is true of effective Web writing?​
8.
 
 
Which of the following guideline should you follow for effective email communication?​
9.
 
 
Which of the following statements is true of instant messaging (IM)?​
 

2.
 
 
Your team has completed its analytical report for presentation to the board of directors. Which of the following should be checked in the final proofreading of the report?
3.
 
 
To project a positive, tactful tone in a written message
6.
 
 
Visual enhancements in a visual document
7.
 
 
Enumerated or bulleted lists
8.
 
 
Which of the following is true of chunking in documents?
10.
 
 
Good news or neutral messages follow a(n) _____.
11.
 
 
Routine requests and favorable responses to them follow the _____.
12.
 
 
"When you complete the assignment" is an example of
13.
 
 
In Total Quality Management (TQM) programs, the emphasis is on
14.
 
 
Chantell is the manager of the claims department for a large insurance company. She has a one-hour meeting with her staff to explain the new claim form which the company will use next month. This is an example of which type of organizational communication?
15.
 
 
In the context of denying credit requests, the _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application.
17.
 
 
You are the supervisor of an employee who just learned that she did not receive the promotion she had anticipated. You call her into the office and ask her to discuss her reaction. What type of listening are you engaged in?
18.
 
 
Sharon, an executive traveling on an international assignment, is preparing instructions to email to her staff during the trip. Carol is in the act of
19.
 
 
Organizing a message before writing it
20.
 
 
______ is the assumption that one's own cultural norms are the right way to do things.
21.
 
 
The process of interpreting a message is referred to as:
22.
 
 
To get a reader's attention, you must:
23.
 
 
Which one of the following is an example of horizontal communication?
24.
 
 
Final proofreading of an important business document should typically be done
25.
 
 
Jeff tells Judy about the possible changes in overtime policy the company is going to adopt while eating lunch in the break room. Although no official announcement has been made, Judy knows someone who works in HR who says changes will be made. This exchange of information occurs through which communication network?
26.
 
 
When creating a message about a series of events or a process, the minor details should be listed
27.
 
 
Chris and Stephanie are friends who reside in two different states. They stay in touch with the help of a computer program that allows them to send messages to each other that both of them can immediately see when they are online. In this scenario, the technology used by Chris and Stephanie is:
28.
 
 
In a deductive message, the most important information should be
29.
 
 
If the attention getter of a sales message does not introduce a product, _______.
30.
 
 
_____ refers to specialized terminology that professionals in some fields use when communicating with colleagues in the same field.
31.
 
 
Which of the following principles is helpful in preparing persuasive messages?
32.
 
 
Which of the following sentences reflects the use of active voice?
 

33.
 
 
When writing an appreciation message, you should:
35.
 
 
____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.
36.
 
 
An organizational chart is a graphic representation of _______
38.
 
 
Which of the following is true of being objective when writing persuasive messages?
39.
 
 
After earning a scholarship for your superior grades in school, you receive a congratulatory letter from the dean. This communication interaction would be considered
40.
 
 
Which of the following suggestions should you follow when creating desire in the receivers of a sales message?
42.
 
 
The closing paragraph of an effective sales message:
43.
 
 
Techniques to emphasize important ideas include which of the following?
44.
 
 
Which of the following sentences illustrates passive voice?
46.
 
 
Which of the following is appropriate etiquette when listening?
47.
 
 
Smith recently purchased a DVD player that began causing problems while still in its warranty period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation, assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) ______.
48.
 
 
____ are assumed to be granted willingly, so a forceful accusatory tone is inappropriate.
49.
 
 
____ refers to statements made about merchandise or service related to goods or services already bought.
50.
 
 
According to Abraham Maslow, the desire to contribute through philanthropic channels is an example of satisfying
51.
 
 
As indicated by Maslow's need hierarchy, some people respond favorably to sales promotions that target their sense of belonging, their ability to be remembered, and their need to be appreciated. The needs that are being targeted are social, ego, and ____ needs.
52.
 
 
_____ which are websites that provide virtual communities in which people with shared interests can communicate, are common sources of viruses and spyware.
53.
 
 
Which of the following is effective for gaining attention in a unsolicited sales message?
54.
 
 
While writing a good news message, ____?
55.
 
 
Management exercises strong control and motivating its employees through external incentives such as a paycheck are reflective of the ______ style.
 

56.
 
 
As the vice president of marketing, Aricella gives her employees freedom to make their own decisions and encourages them to express their opinions in meetings. Aricella is a
57.
 
 
Providing for coherence means
58.
 
 
Abdul, a manager at Chrysum Corp., was assigned the task of overseeing the operations in a foreign office for a week. Before leaving the country, Abdul recorded a message on his phone to inform callers that he was away from home and would return their calls when he returned. In this scenario, the technology used by Abdul is an example of:
59.
 
 
A ______ is a collaborative website that hosts the collective work of many authors.
 

1.
Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to request for a replacement of merchandise.​
 
 
2.
An appreciation message should
 
 
4.
_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.​
 
 
5.
If the attention-getter of a sales message does not introduce a product, _____.​
 
 
6.
Routine requests and favorable responses to them follow the
 
 
7.
To get a reader's attention, you must:​
 
 
8.
To give a routine claim the emphasis it deserves, the message must....
 
 
9.
Which of the following exemplifies a good practice when writing a letter extending credit?
 
 
10.
Which of the following is a feature of the deductive organizational pattern?​
 
 
11.
Which of the following is an example of a good practice when sending a good-news message
 
 
12.
Which of the following is true of being objective when writing persuasive messages?​
 
 
13.
Which of the following is true of replies to requests for credit information?​
 
 
14.
Which of the following statements is true of persuasion strategies?​
 
 
15.
Which of the following suggestions can be followed when writing a sales message to motivate action from the audience?