BUSO 25 Exam 1 Review Ch. 1-8

Communication Skills

Which of the following statements is most accurate?

Which of the following statements is most accurate?

Which of the following is not an example of a soft skill?

On the job you are more likely to be taken seriously and to be promoted if you

Major trends in today's dynamic world of work include increased emphasis on self-directed work groups and virtual teams, heightened global competition, innovative communication technologies, new work environments, and focus on

Which of the following statements about today's business environments is most accurate?

Which statement about today's workplace is most accurate?

Which of the following statements is most accurate?

Which communication technology is used by companies today?

According to researchers, most people listen at what level of proficiency?

Which of the following statements is most accurate?

Many of us are poor listeners because

According to research, what percentage of our work time is spent listening?

Which of the following is not a physical barrier for listening?

Because of today's communication technology, employees in today's workforce can expect to write fewer messages

Recruiters often rank communication skills as the highest skill set sought by employers

Only managers and business executives need strong communication skills

Employees in today's workforce must learn to write only e-mails effectively

Operating a computer is an example of a "soft" skill

Despite their popularity among teens, social networking sites such as Facebook and Twitter are rarely used in today's business world

As a frontline employee, you can expect to have more managers in the workforce

As an employee in today's digital workplace, you can expect to work more independently rather than collaboratively in groups

Most people are good listeners

To improve your listening ability, focus both on what is spoken and what is unspoken

Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is

The communication process begins when the sender

Converting ideas into words or gestures to convey meaning is called

A communication channel

The process of translating a message from its symbol form into meaning is called

Communication is successful only when

Business writing should be all of the following except

The first phase of the writing process involves analyzing the audience and your purpose for writing, anticipating your audience's reaction to your message, and

During the second phase of the writing process, you conduct research,

Before Melissa organizes and composes her message, she should ask two questions: (1) why am I sending this message? and (2)

The primary purpose of business writing is typically to inform or persuade; a common secondary purpose is to

Lindsay is writing a property description for a new real estate brochure. To make her brochure more effective, Lindsay should anticipate her audience. This means she

Human Resources Manager Claire Siu must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this message is

When selecting a communication channel, you should follow tips; use richer media for persuasive or personal communications, and

Adaptation is the process of

Senders should avoid asking their receivers questions such as, "Am I making myself clear?" or "Is there anything you don't understand?"

Paraphrasing a sender's message is an effective tool to promote understanding

Many of your business messages will be sent digitally

A business message should be long because quantity enhances quality

When writing a business message, you should always write it from your perspective

The ability to prepare concise, audience-centered, persuasive, and purposeful messages comes naturally

Following a systematic plan when preparing any document or presentation will make your job easier

Shannon is writing a proposal to the board of directors to upgrade the company's computer equipment. After completing the prewriting phase, Shannon should immediately start composing the proposal.

In order to be an effective writer, you must follow the three phases of the writing process in sequence, moving from Phase 1 to Phase 2 to Phase 3 in order

One of the most important questions you can ask yourself as you begin to compose a message is What do I hope to achieve?

The second phase of the 3-x-3 writing process begins with

Before composing a business document, you should gather information that will answer which of these questions?

All of the following would probably require informal research methods except

All of the following are informal research methods except

When brainstorming to generate ideas, you should

Which of the following kinds of business messages typically use the indirect strategy?

When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you should

All of the following are effective tips for creating an outline except

The direct strategy would be most appropriate when

According to communication experts, what is the greatest failing of business writers?

Quality Building Materials Inc. has developed a new whole-house weather blanket and needs to determine the price point at which builders would switch to this new product. The best research method for this is a(n)

Which of the following message openings is the most direct opening for an e-mail message announcing a new telecommuting plan?

Which of the following sentences emphasizes an idea through style?

Active-voice sentences

Paragraphs are coherent when

When you fail to collect all needed research before beginning to organize and write your business document, you may end up starting over and reorganizing

One question you should ask yourself when you collect research is what does the receiver need to know about this topic?

Jonathan is researching the financial impact of a job-sharing benefit for employees. Talking with his boss about the possible effects of offering this benefit to employees is an effective method of formal research

Conducting scientific experiments is a method to gather formal research

Looking in company files for information is a waste of time

Brainstorming is an ineffective research technique

Many communication experts regard poor organization as the greatest failing of business writers

When you develop a major component on an outline into sub points, you must have at least two sub points

Another name for the direct strategy is frontloading

One advantage of the direct strategy is that it saves the reader time

Which statement is most accurate?

Which of the following about writing and revising business documents is most accurate?

Monica lost a promotion due to poor writing skills. Which phase of the writing process should she most focus on to demonstrate better writing skills?

Concise writing

Long sentence lead-ins

It is important to avoid long lead-ins because they

Which of the following sentences is most effective?

All of the following sentences contain unnecessary fillers except

Micro blogging

Katelyn is writing a letter to thank a potential employer for her job interview. Which of these sentences contains modern expressions Katelyn should use?

Cliches are

Slang

The dangers of using slang in business writing include

Well-designed documents enhance readability and comprehension and

Empty space on a page

Dylan is designing his document to enhance readability and comprehension. What is the best advice you can give Dylan?

Redundant words or phrases convey a meaning more than once

Only main ideas should be included in a micro blog

Your goal as a business writer is to impress your reader

Smart business communicators use cliches such as think outside the box to show that they are familiar with current business terminology

To sound current, fresh, and trendy, effective business communicators make ample use of slang when writing and speaking

In describing sexual harassment in the workplace, Julia explains that Supervisors are getting burned in harassment lawsuits. Julia is using slang in this statement

The following sentence demonstrates effective business writing: Our purchasing department will give consideration to the RFP submitted by Powered

You can streamline your writing and make it more emphatic by using vivid adverbs such as very, extremely, and actually as often as possible

As you revise, make your writing clear by using specific verbs, concrete nouns, and vivid adjectives.

Which of the following statements about communication in today's workplace is most accurate?

Which statement about the use of e-mail in today's workplace is most accurate?

Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and

Which of the following situations is most appropriate for sending an e-mail message?

Jackson is sending an e-mail message about an important upcoming meeting. Which of the following represents the most effective subject line?

What is the current advice on the use of a greeting on business e-mail?

Which of the following is the best advice for writing the body of an e-mail message?

Which of the following is the most appropriate closing for an e-mail message or memo?

The final element of an e-mail message should be

Which of the following is the best tip for replying to e-mail messages?

All of the following are reasons memos are used to send internal messages except

Seng must inform his staff about the new process for accessing the company's intranet from from remote locations. What communication channel should Seng use to convey this information?

Most e-mail messages and memos

The biggest advantage of business blogs is that they

All of the following are reasons businesses use social networking except

Wikis promote crowdsourcing and reduce document version confusion

Although blogs have proven to be an effective tool for some individuals, businesses are reluctant to use them because they are limited in the audiences that they reach

Social networks can help connect employees who are geographically dispersed

You must be wary of the many risks in the cyber world, which include not only appearing in inappropriate photographs but also making "friends" online

Podcasting has experienced large growth and has spread among various user groups online

When texting or instant messaging on the job, don't worry about your grammar and spelling because your goal is to send quick, short messages

One benefit of using text or instant messaging on the job is that these messages cannot be used as evidence in lawsuits

The major attraction of instant messaging (IM) in business is real-time communication with colleagues anywhere in the world as long as a cell phone signal or a Wi-Fi connection is available

Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool

Memos should be organized directly by conveying the main idea first

Most workplace messages are

Most workplace messages should be organized

Which of the following is not a routine business message?

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and

What is the best advice for writing goodwill messages?

Which of the following represents the most appropriate apology in an adjustment message?

You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice?

Which of the following is not a goal when writing adjustment messages?

Most companies receiving a claim message tend to

You can improve the effectiveness of a claim message by

Which of the following statements about claims is most accurate?

Arika is following the three-part plan to write a claim message about a problem with her digital communication service bundle. What should she put in her opening?

The conclusion of a response message should

A subject line in a direct reply letter

Most of the workplace messages that you write will likely deal with routine matter that require straightforward answers using the indirect method

Letters are the preferred channels of communication for delivering messages inside an organization

When formatting business letters, you should use ragged-right margins

When writing a request message, use the indirect strategy by placing your request in the body of the message because stating the request in the opening is bad manners

Place any details explaining your request for information in the body of your request message

You will sound more professional and sincere if you include a sentence such as Thank you for your cooperation in the closing paragraph of an information-request message

I have before me your e-mail inquiry date October 9 is an effective opening for a reply message

If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics

Trina must respond to a customer inquiry. Her response should not only answer the customer's questions but also promote her business and its products and services

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online

Every businessperson will need to write a negative business message that may disappoint, irritate, or anger a receiver; these messages must be written

The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and

Business communicators have many goals in conveying negative news. Which of the following is not a goal in communication negative news?

One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by

To convey empathy and sensitivity when delivering bad news, you should

Receivers are far more likely to accept negative news when you show that the decision was

Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?

You will use the direct strategy for your message when the bad news is not damaging, when the receiver might overlook the bad news, when directness is preferred, and when

Which of the following bad-news messages should be organized using the direct strategy?

The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction, and when

Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is

Which of these patterns is typical for bad-news messages presented in the indirect strategy?

Which statement best demonstrates the use of positive wording?

All of the following are effective techniques for softening bad news except

You must announce to customers that your restaurant will no longer be open on Sundays. Which of the following uses passive-voice verbs to deliver the bad news?

Your employer may ask you to respond to customer complaints appearing on Twitter, Facebook, or complaint websites

Only business executives and managers must deliver bad news

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 believes that the matter was treated seriously and fairly

When delivering bad news, you should explain the bad news clearly to make your readers understand and, in the best case, accept the bad news

When irate customers sound threatening and overstate their claims, as a business representative, you should respond by indicating that the customer and his or her claim are irrational

In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news

When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news

All bad-news messages should be presented using the indirect strategy

The direct strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the indirect strategy

To write an effective, calming bad-news messages to an unhappy customer, you may need to include a misleading statement or slightly deceptive claim

Persuasion in today's businesses focuses on

Persuasion is necessary when

Which statement about persuasion in today's society is most accurate?

Which of the following statements is most accurate?

Most persuasive requests should be organized

Sammie is planning a persuasive request. What advice should she follow for the opening of her request?

In the body of a persuasive request, you can reduce resistance by

On behalf of your civic organization, you are inviting a motivational speaker to your semiannual meeting. In your request you guarantee the speaker an enthusiastic audience and a positive impact on the community, both of which emphasize

The closing of a persuasive request should

Persuasive claim or complaint messages are often written when

Your primary goal in writing a sales or marketing message is to

Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What does AIDA represent?

When you use the AIDA persuasive approach, your first task is to gain the reader's attention. Which of the following represents your second step, or "I" tasks, of AIDA?

You must write a sales message to prospective customers. What should you do in the opening of your sales message?

You can effectively build interest in a sales message by

Persuasion used in today's business environment focuses on manipulating others

You will need to use persuasion if you anticipate resistance

The number of persuasive messages has increased drastically within the last decade

Persuasive techniques today are subtler and more misleading than of the past

An effective persuasive technique is to tie the facts to writer benefits

You do not need to establish your credibility when attempting to persuade others

To capture the reader's attention and interest in a persuasive request, you can make an unexpected statement, suggest reader benefits, offer praise or compliments, or ask a stimulating question

To reduce resistance in a persuasive request, you should avoid offering counterarguments so that you do not offend your reader

In the closing of a persuasive request, your goal is to prove the merit of your request

An effective technique when writing a persuasive claim message is to suggest that the reader intentionally created the problem