BC 2813

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Which of the following is typically included in the reviewing stage of developing an effective business message?

removing distractions from the message

Which of the following is typically included in the planning stage of writing an effective business message?

generating the best ideas to address a business issue

The deductive approach is also known as the _____ approach.


Which of the following is most likely to be true about excellent business writers?

They spend a significant amount of time reviewing their work.

To break out of the reputation of an inexperienced newcomer, you should

ask your boss for ideas about improving your professional reputation.

Amal is preparing a report about a planned wave of layoffs at the plant where she works. She wants to use the inductive method. How should she structure the report?

lay out the supporting reasons in careful order; state the primary message

Using diplomatic language is important because it

avoids implying an adversarial relationship.

Productivity at the Michigan branch of Brite Paper Manufacturing has decreased significantly over the last twelve months. Aiden, the branch manager, researches the problem and finds that many employees are spending significant time on social media while at work. He wants to construct a report for the company’s leadership team, using the deductive approach. How should he structure the report?

state the primary message; lay out supporting reasons; conclude with a call to action

Dale is developing a business message that he hopes will convince his colleagues to keep common areas clean. He wants to focus on employees’ shared efforts, interests, and problems. Which voice should he use?


Which of the following should be a goal of a business communicator?

to express the message in a way that respects others

Writers of business messages should avoid sentences that begin with "it is" or "there are" because they

contain more words than necessary.

In his memo, Ellis explains three functions of the new software he is recommending. What can Ellis do to make this information easier to process and remember?

employ parallel language

In order for your colleagues to act immediately on your business message, the message needs to be


To ensure the completeness of a business message, a writer should

be specific.

The less specific you are while writing your business messages, the greater the possibility that your readers will

scan and skim your message.

Why is active voice generally preferable for business messages?

It emphasizes the business orientation of action.

Which of the following is most likely to have a negative impact on your readers’ perceptions of your credibility?

being vague

Which guideline for navigational design is most likely to improve the ease of reading for business messages?

Use white space appropriately.

Which of the following guidelines is helpful when leading a group video call?

Send out instructions about how to use the technology in advance of the meeting.

Which of the following communication channels is low in richness but high in control?


The ______ effect means that recipients are more likely to perceive messages that are intended as neutral as negative.


Cameron, the head of the design department, wants to share new logos with the marketing team in another city. Which of the following is the best communication channel for Cameron to use?

a webinar

Kari works in the west coast branch of Coastal Cable. Lou works in the east coast branch. They need to collaborate on a project. Which communication channel should they use?

phone or video calls

Which of the following, when used, is most likely to contribute to email chains?

the "forward" feature

Which of the following guidelines should be followed to minimize e-interruptions?

Avoid unnecessarily lengthening an email chain.

When initiating a phone conference, you can show respect for your conversation partners’ time by

explaining how long the meeting will take.

Which statement correctly describes the current state of texting in the workplace?

Texting is a relatively new, undeveloped form of communication in the workplace, and attitudes toward it vary.

Which of the following is true of an e-interruption?

It distracts workers from immediate tasks and decreases productivity.

What are the two most common formats for public relations messages placed on a company blog?

the press release and the op-ed piece

The format of a blog is most similar to that of a


What is the first component of a traditional press-release style public relations message?


Which of the following guidelines should people who maintain professional blogs follow in order to be responsive to their readers?

Read the comments to learn reader concerns.

Which of the following would a company consider an ethical use of social media by its employees?

letting friends on Twitter know about a publicly posted job opening

Web 2.0 communication tools are often referred to as

Social media.

Which of the following is an advantage of having a team blog?

It is a place to post team updates, progress reports, discussions, timelines, goals, and announcements.

Which statement correctly compares the rate that technology changes to the rate that workplaces change?

Technology can change in a matter of months, while workplaces sometimes take decades to change.

One risk of social media use in companies is that it can

cause confusion over which communication channels to use.

What is the primary goal of blogs written for organizations and aimed at external audiences?

engaging in effective public relations

Which type of routine message should you ask a colleague to review before you send it?

a message speaking on behalf of a team

Which of the following is true of messages showing appreciation?

A sincere expression of thanks strengthens work relationships.

Deadline details are most likely to be included in routine messages that

set expectations.

During the writing stage of routine message development, focus on

making the message easy to read.

Which of the following is an announcement?

an update to the employee technology agreement

Which of the following is true of apologies?

If you are dealing with customers or clients, an apology may imply legal responsibility.

Routine messages should be direct and


When composing a routine message email, where should you place the primary message to capture attention?

in the subject line

Which of the following is the most effective technique to use when making a claim?

Lay out a logical explanation of the claim.

Which of the following is an important element of an apology?

offering commitments

In an effective external persuasive message, the appreciation statement

anticipates the thoughts of skeptical readers.

Jill has been using Meadow deodorant since her mother first bought it for her. She switches to Confident! brand after her favorite musician endorses it. Which principle of influence does Jill’s action illustrate?


Which principle of influence operates on the idea that people think there is limited availability of something they want or need, so they must act quickly?


You can help readers feel that your message impacts them on a personal level by combining specificity with


In a case study, psychologists found that horse racing fans become more confident that their horses would win after placing a bet. Which principle of influence does this example illustrate?


After stating the need in a persuasive message, you should

offer a solution.

People are unlikely to consider your ideas and requests if

they question your credibility.

Avi tends to use the I-voice when he writes persuasive messages. His readers are most likely to believe that he

is concerned primarily with what benefits him.

Which of the following is true of the call to action in persuasive messages?

The call to action is the concluding step in persuasive messages.

The term ______ refers to the reasons why your product, service, or idea really benefits your readers.


You are the hiring manager at Innovent, a major IT services firm. Which of the following is an effective buffer statement you can use to reject a recent job applicant?

Thank you for your interest in the system administrator position at Innovent.

Which of the following is the richest communication channel for delivering bad-news messages?

a personal meeting

Which of the following is a likely consequence of a person waiting a long time to deliver bad news?

The bad-news recipients will speculate and gossip.

Ideally, which of the following should a manager avoid when delivering negative performance reviews?

sugarcoating the bad news

Which of the following is the best example of a company experiencing the mum effect?

In Sandman Corp., as messages move up the chain of bureaucracy, they get filtered at each level to soften bad news.

Which of the following is an example of a bad-news message characterized by low severity and high controllability?

one colleague rejecting another colleague’s idea

Which of the following would damage the effectiveness of a written message designed to convey bad news to colleagues or employees?

avoiding discussion of the immediate impact of the bad news on recipients

Liam, the art director at Impact Advertising, has decided to lay off a production assistant due to the loss of a major client. Which of the following will be the best way for Liam to convey his decision?

organizing a meeting with the employee and sending a follow-up memo

Which of the following helps organizations maintain credibility when delivering bad news?

providing a clear rationale

In the context of bad news, a teaser message is a message that

prepares recipients emotionally yet does not reveal specific information.


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