Chapter 7 Business Communication ALL CORRECT ANSWERS

believes that the matter was treated fairly and seriously

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and __________.

Question options:

sees that the message was presented on high-quality letterhead

notices that the direct strategy was used

understands who caused the problem

believes that the matter was treated fairly and seriously

explain your message clearly

When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and __________.

Question options:

use a harsh tone so that your receiver knows that the bad news is final

assign blame for the negative news

avoid apologizing

explain your message clearly

when the bad news is personally upsetting

All the following are appropriate reasons to use the direct strategy to communicate bad news except__________.

Question options:

when the bad news is not damaging

when the firmness is necessary

when the receiver may overlook the bad news

when the bad news is personally upsetting

CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1.

In which of the following situations would the indirect strategy be most appropriate?

Question options:

CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1.

Division Manager Bradley Kohler must tell his employees that Tuesday's staff meeting will be canceled.

Operations Manager Karen Bauer must inform stockholders that the company experienced an increase in revenue for the fiscal year.

Human Resources Specialist Julie Newhouse must notify staff members about the new wellness incentive.

motives

The key to ethical communication, especially of bad news, lies in the __________ of the sender.

Question options:

organizational skills

motives

writing skills

directness

Buffer, reasons, bad news, and closing

Which of these patterns follows the suggested order of parts in bad-news messages using the indirect strategy?

Question options:

Buffer, bad news, and closing

Buffer, reasons, bad news, and closing

Bad news, explanation, and closing

Explanation, bad news, buffer, and closing

Compliment

You have started a bad-news message with the following statement: Your contributions to our community's recycling efforts have been outstanding. What type of buffer have you used?

Question options:

Appreciation

Agreement

Facts

Compliment

The most important part of a bad-news message is the __________.

Question options:

closing

buffer

explanation of the bad news

subject line

Although the administrative assistant position has been filled, we wish you well in your job search.

Which of the following uses passive voice to present the bad news?

Question options:

Although we were impressed with your application, we have no positions available at this time.

Because your qualifications did not match our current needs, we are unable to offer you an interview for the administrative assistant position.

We are unable to interview you for the administrative assistant position at this time.

Although the administrative assistant position has been filled, we wish you well in your job search.

personal contact is impossible

Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate when __________.

Question options:

personal contact is impossible

the customer is angry

the customer's request will be denied

resale or promotional materials are unavailable

deny that the problem occurred

Garrett must respond to a customer's online post regarding a problem the customer experienced when ordering a new smartphone. Garrett should practice the following tips except__________.

Question options:

deny that the problem occurred

investigate the situation

suggest a refund or a discount on future services

respond quickly and constructively

Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee.

Which of the following would best refuse a customer's claim?

Question options:

The damage to your iPad is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your device.

We are sorry that company policy prevents giving you a full refund for your iPad.

Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee.

Because you damaged the iPad by trying to repair it yourself, we are unable to give you a full refund.

Prepare your comments prior to delivering the bad news.

Which of the following is the best advice when delivering bad news personally?

Question options:

Strike while the fire is hot; that is, deliver the bad news while you are passionate about the issue.

Focus on the present situation only.

Prepare your comments prior to delivering the bad news.

Deliver the bad news alone, especially if you anticipate resistance or a confrontation.

Your daily presence in the office is important to ensure regular customer contact.

You must decline an employee's request to telecommute three days per week. Which of the following is the best explanation for the refusal?

Question options:

Your daily presence in the office is important to ensure regular customer contact.

Your work standards cannot be relied upon unless we are able to observe you at the office.

Unfortunately, we cannot afford the expenses associated with telecommuting.

Our current company policy does not allow telecommuting.

Start with a neutral or positive statement that transitions to the reasons for the bad news.

You must deliver bad news to your employees. What advice should you follow?

Question options:

Record your bad-news message on YouTube so that employees can watch the video when it is convenient for them.

Begin your message with the bad news to prevent employee anxiety.

Start with a neutral or positive statement that transitions to the reasons for the bad news.

Let the employees find out through the grapevine rather than delivering the bad news personally.

true

One primary goal when delivering bad news is to maintain a positive image of you and your organization.

Question options:

True

False

true

The primary difference between the direct and indirect strategies is the placement of the bad news.

Question options:

True

False

true

Whether to use the direct or indirect strategy depends largely on the situation, the audience's reaction, and the writer's goals.

Question options:

True

False

false

Thank you for your e-mail message is an effective buffer for a bad-news message.

Question options:

True

False

false

Placing the bad news at the beginning or ending of a paragraph will help de-emphasize the bad news.

Question options:

True

False

true

Using the following statement in presenting the reason for the bad news could help the receiver to accept the message: Although we would like to install the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

Question options:

True

False

false

When something happens that is disappointing to customers, such as late deliveries, product failures, deficient service, or improper charges, business professionals should begin to control the damage by writing a letter.

Question options:

True

False

false

When refusing requests or claims using the indirect strategy, reveal the bad news before presenting the reasons for the refusal.

Question options:

True

False

true

When you must deliver bad news within an organization, you should first determine whether the negative information is newsworthy.

Question options:

True

False

true

Smart organizations involved in a crisis prefer to communicate the news openly to employees, customers, and stockholders.

Question options:

True

False

effective public speaking skills are important for all employees

Which of the following statements about public speaking skills is most accurate?

recruiters rank effective public speaking skills low on their list of most sought after skills desired in employees

the fear of public speaking cannot be conquered

individuals are born with the ability to speak effectively in public

effective public speaking skills are important for all employees

hostile

When an audience is ____________, you should be calm, deliver your ideas evenly and slowly, and include objective data and expert opinion.

friendly

uninterested

neutral

hostile

develop the main points with adequate explanation and details

You should do all of the following in the introduction of a presentation except ________.

introduce yourself and establish your credibility

preview the main points of your presentation

develop the main points with adequate explanation and details

capture your listeners' attention and get them involved

lengthen presentations

Visual aids serve all of the following purposes except _________.

increase audience interest

lengthen presentations

improve audience comprehension and retention

emphasize and clarify main points

present information in "3D"

Zoom presentations _____________.

Are less cinematic and interactive than other forms of multimedia slides

Convey information in a linear manner

present information in "3D"

have replaced PowerPoint completely

deliver your presentation extemporaneously

Which of the following is the best recommendation for delivering an effective oral presentation?

Ad lib your presentation so that you come across as natural and conversational

Memorize the entire presentation so that you don't have to use notes

Read the entire presentation to the audience so that you don't overlook anything important

deliver your presentation extemporaneously

present your first sentence from memory

To come across professionally during a business presentation, ___________.

try not to pause because periods of silence will confuse your audience

talk as quickly as you can to keep your audience interested

present your first sentence from memory

apologize whenever you make a mistake

decide on the purpose of the presentation

The most important step in preparing for an oral presentation is to ____________.

determine appropriate visual aids

decide on the purpose of the presentation

organize your ideas using an effective organizational pattern

decide what to wear

good organization and intentional repetition

The two most effective techniques for helping your audience understand and remember your speech are ___________.

striking quotations and well-placed gestures

startling statistics and colorful visuals

proper business attire and effective eye contact

good organization and intentional repetition

friendly

When speaking to an audience that is ________, it is oaky to use any organizational pattern, involve the audience, be warm and pleasant, and include humor and personal stories.

neutral

hostile

friendly

uninterested

approximately two to four main points

The body of a short (20 minutes or shorter) presentation should focus on ___________.

approximately two to four main points

as many points as necessary to convey your message

at least five to eight main points

up to ten points

after you finish speaking

If you choose to use handouts, it is usually best to distribute these ______________.

after your introduction

after you finish speaking

when you are ready to discuss the first point on the handout

during your conclusion

use as many special effects as possible to keep the attention of your audience

Which of the following statements about creating effective PowerPoint presentations is least accurate?

use as many special effects as possible to keep the attention of your audience

consider the cultural background of your audience when choosing background colors

to ensure originality, avoid using predesigned templates

if you'll be giving your presentation in a darkened room, use dark text on a light background

ensure that listed items use parallel grammatical form

Rhianna must give a presentation to stockholders of her company. She wants to use a multimedia presentation to help convey her ideas. What is the best advice for her to follow as she develops her content slides?

record all of her ideas in paragraph form rather than using a bulleted list to increase audience comprehension and retention

use at least ten bulleted points per slide to avoid white space

use complete sentences to convey her ideas

ensure that listed items use parallel grammatical form

know your subject thoroughly

One of the most effective strategies for reducing stage fright is to __________.

know your subject thoroughly

picture your audience without any clothes

dress in an expensively and expertly tailored suit

look at only one audience member with whom you feel a connection

True

All presentations should focus on audience benefits.

True

False

True

Listeners will remember the conclusion more than any other part of a speech.

True

False

true

The goals of a speaker are to make listeners understand, remember, and act on ideas.

True

False

True

An oral presentation that incorporates visual aids is far more likely to be understood and retained than one lacking visual enhancement.

True

False

False

When creating a multimedia presentation, you would be wise to spend more time on the images, effects, and colors than on the content of the presentation.

True

False

True

It is normal to experience some degree of stage fright when speaking before a group.

True

False

True

Dressing professionally for a presentation can make you feel more confident.

True

False

False

When you lost your train of thought or have a stumble in your presentation, it is important to apologize to the audience first before continuing.

True

False

True

An effective three step process for good organization and intentional repetition consists of: 1. tell them what you are going to tell them, 2. tell them, 3. tell them what you have told them.

True

False

False

Speaking skills are only useful at the early stages of one's career.

True

False

are positive or neutral

Most workplace messages ____________.

deliver bad news to customers or employees

involve persuasive strategies

are positive or neutral

require verification by a legal department they are sent

letters

__________ are the preferred communication channel when a confidential and formal record of a transaction is required for business conducted outside an organization.

letters

voice-mail messages

text messages

podcasts

double spacing of the entire letter

Many business writers use the block letter style to format their letters. All of the following are characteristics of the block style except ________.

using unjustified, or ragged right margins

beginning all text at the left of margin

using standard 1 to 1.5 inch margins

double spacing of the entire letter

direct

When you write messages that request information or action and think your request will be received positively, you should organize your message using the __________ organizational strategy.

direct

pivoting

chronological

indirect

claim

When you must write a message to identify a wrong, the message is called a(n) ___________ message.

adjustment

claim

goodwill

inquiry

a clear description of the desired action

Josh is drafting a message about the substandard quality of his recently purchased Fitbit. What should Josh put in his opening?

a detailed explanation of the nature of his problem with the Fitbit

the details justifying his claim

a goodwill statement

a clear description of the desired action

promote future business and goodwill

When writing an adjustment message, you have three goals: to rectify the wrong, to regain customer confidence, and to _______________.

promote future business and goodwill

prove that the error or problem will never recur

apologize for the error or problem

verify the honesty of the customer's claim

Enclosed is authorization for you to take your smartphone to your local dealer for repair.

Which of the following is the most appropriate opening for an adjustment message granting a claim?

Although you purchased your smartphone "as is," we might be willing to make an exception in your case.

Thank you for your letter of September 14 in which you detailed the problems you are experiencing with your smartphone.

First, please allow us to sincerely apologize for any inconvenience this unfortunate situation has caused.

Enclosed is authorization for you to take your smartphone to your local dealer for repair.

deliver a goodwill message promptly

What is the best advice for writing goodwill messages?

deliver a goodwill message promptly

send a goodwill message to show appreciation only for a gift or monetary award

make a good impression by giving a ready-made card instead of writing your own message

use pretentious or flowery language

are short, focused, fresh and enthusiastic, and genuine

Goodwill messages are most effective when they ________.

focus on the sender

include formal language

avoid mentioning specific characteristics of the receiver

are short, focused, fresh and enthusiastic, and genuine

Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager.

Which of the following would be the most effective opening for a thank-you note?

I can't believe you did this for me!

My meeting yesterday went well.

Please accept this note as an expression of my deep gratitude for the selfless favor you performed for me yesterday.

Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager.

are only communicated through memos and e-mail

Positive message share all of the following traits except ____________.

are routine and straightforward

make up the bulk of workplace communication

help workers conduct everyday business

are only communicated through memos and e-mail

True

Business letters are viewed as more formal and important than e-mail messages.

True

False

True

Business letters are more confidential than messages sent through electronic media.

True

False

False

The most prominent parts of a message are the salutation and complimentary closing.

True

False

False

This message is to inform you that we received your letter of May 9 asking for information about our banquet facilities for your December 1 sales meeting is an effective opening sentence for a message responding to a request?

True

False

False

If you have a legitimate claim and expect a positive response from the company, begin the message by providing very specific details describing the desired action.

True

False

False

When writing a claim letter, be sure to enclose the original copies of pertinent documents such as invoices and sales receipts.

True

False

True

Most businesses make favorable adjustments to legitimate claims.

True

False

False

We are sorry for any inconvenience we have caused is effective wording to include in an adjustment message.

True

False

True

Although short, goodwill messages are often more difficult to write than other kinds of routine business documents.

True

False

True

Business letters usually encourage feedback and promote future business.

True

False

True

Writing any kind of business message requires solid writing skills.

True

False

False

When writing a direct request letter, you should use close-ended or yes/no questions to keep the letters short and easy to read.

True

False

True

When closing a direct claim letter, include an end date and action request if appropriate.

True

False

Technology has become an integral part of the job-search process.

Which of the following statements about today's job market and job search is most accurate?

Today's employment process emphasizes the needs of the applicant.

Technology has become an integral part of the job-search process.

Employees can expect to remain in the same job throughout their careers.

Most résumés are first read by screening committees.

analyze your interests and goals and evaluate your qualifications

The first step in the employment process is to _______________.

contact your references

purchase a professional interview suit

analyze your interests and goals and evaluate your qualifications

write a customized and persuasive résumé

networking

The best method for finding a job in today's competitive job market is through __________.

classified ads

the Web

an internship

networking

a company's website

Samantha wants to begin searching for a job using the Web. The best source for her online search will probably be __________.

a large job board such as Monster

a niche site that relates to her specific degree

a company's website

a mobile app such as Indeed Job search or Job Aware

LinkedIn

The No. 1 social media site for job searching and recruiting is __________.

LinkedIn

Facebook

Twitter

Google+

deciding what makes you special and desirable in the job market

An important part of the job-search process is developing a personal brand. Personal branding involves _________.

getting a new tattoo that reveals your uniqueness

deciding what makes you special and desirable in the job market

answering interview questions using success stories

writing a persuasive résumé

Chronological résumé

Brooke worked 15 years as a graphic artist, but she lost her job due to downsizing within her company. She must now write a résumé to begin her search for a new job. What résumé style would be best for her to use?

Infographic résumé

Video résumé

Chronological résumé

Functional résumé

Place your name as the first line of the main heading.

What is the best advice for creating the main heading section of your résumé?

Include an eye-catching e-mail address such as [e-mail].

Include your current work e-mail address so that you can check it frequently.

Avoid bolding or italicizing your name.

Place your name as the first line of the main heading.

Avoid the words entry-level, which can downplay your talents.

What is the best advice when writing a career objective for a résumé?

Avoid the words entry-level, which can downplay your talents.

Focus on your needs so that employers will know your expectations.

Make the objective general so that you can be considered for multiple positions.

Use complete sentences and the pronoun I.

Processed an average of 24 tax forms daily with 100 percent accuracy

Which of the following statements would be most impressive within a summary of qualifications section on a résumé?

Knowledgeable in a variety of income tax software packages

Processed an average of 24 tax forms daily with 100 percent accuracy

Enjoy working with others

Familiar with corporate and individual tax returns

include relevant seminars attended, workshops completed and study abroad opportunities

In the education section of your résumé, you should __________.

include only high school information until you graduate college

avoid including your GPA to save valuable space

list all college courses that you have taken to give the employer a complete picture of your extensive background

include relevant seminars attended, workshops completed and study abroad opportunities

Use accurate, specific names of schools, degrees, products, job titles, and companies.

Which of the following will maximize the hits your résumé receives from an applicant tracking system?

Avoid descriptions of interpersonal traits or aptitudes.

Include as many abbreviations and acronyms as possible.

Describe your experience, education, and qualifications in general terms.

Use accurate, specific names of schools, degrees, products, job titles, and companies.

a collection of digitized materials that gives a snapshot of the candidate's qualifications

An e-portfolio is ______________.

an electronic copy of your résumé recorded on a CD or flash drive

a collection of digitized materials that gives a snapshot of the candidate's qualifications

the addition of work samples and personal information sent as an attachment to an embedded résumé

the name given to résumés posted on job-search websites such as Monster.com

emphasize reader benefits

A cover message should always _____________.

give a complete overview of your education and work experience

emphasize reader benefits

explain to the reader why you really need a job

state your salary requirements

To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at [phone] to arrange an interview.

Which of the following is the best sentence for a cover message?

To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at [phone] to arrange an interview.

I will be available for an interview on Tuesday, March 11.

I hope to hear from you soon.

Please call me any time at your earliest convenience.

False

The first step in the job-search process is writing your résumé.

True

False

True

When posting your résumé online, always use reputable, well-known sites.

True

False

False

Job seekers should avoid using social media sites to network and to search for employment opportunities.

True

False

True

You should prepare a tailored résumé for every position you seek.

True

False

True

The most popular résumé style with recruiters is the chronological résumé.

True

False

False

You should always limit the length of your résumé to one page.

True

False

False

You should include your references on you résumé because it adds credibility to your application materials.

True

False

False

Distorting facts on a résumé is acceptable in today's competitive job market.

True

False

False

Video and infographic résumés are suitable for all individuals and professions.

True

False

False

Smart applicants use the same cover message for every job for which they apply.

True

False