After you decide the best time and location to write, what are the next steps in the composing stage of the ACE process? |
Organize, draft, design |
What should you do if your research uncovers information that contradicts your point of view? |
Report the information, cite the source, and then argue against it or provide a solution to the problem the source raises |
Which of the following is an example of an outcome statement? |
My supervisor will let me submit the project next Friday so I can finish it during the week |
In which step of the early "transmission model" of communication does decoding take place? |
Fifth |
What do effective communicators mean by the term "outcome"? |
The result of your communication |
What is the purpose of a confirmation message? |
To acknowledge that you have received information |
Cultural understanding will help you avoid displaying ______. |
Ethnocentrism |
Which three elements are quoted in this chapter as forming the core of professional presence? |
Competence, credibility, and confidence |
Which pairing of countries is considered to have typically low-context cultures? |
United States and Canada |
Should cultural differences be considered as part of the ACE process? |
Yes, while analyzing your audience |
Which characteristic of culture defines how the culture perceives inequality and authority? |
Power distance |
Which is an example of a polychronic culture? |
Chile |
Where would you place the main idea in a routine message using the direct format? |
As the opening sentence |
Where is the main idea placed in an indirect request message? |
After the details explaining the request |
Which sentence is written using passive voice? |
The report was finished late |
What is "groupthink" in the context of team decision making? |
When everyone follows along with the strongest member’s suggestion |
People from which country focus mostly on the eyes when reading facial gestures? |
Korea |
What does the acronym "ACE" stand for? |
Analyzing, Composing, Evaluating |
Which situation is an example of "relational context" in the transactional model of communication? |
A colleague "stole" your client and you have to work with her on a team |
Why has the production of paper documents by business increased yearly despite the fact that we have moved to "paperless" offices? |
People often print from the Web so they do not have to search for the page again |
Which of the sentences uses positive wording? |
The committee will decide the new vacation policy today |
What are three techniques effective business communicators use to persuade an audience? |
Identifying benefits, anticipating objections, and supporting the claim |
Which country’s culture dictates a formal, detailed, relationship-oriented thank you note? |
Korea |
Which sentence correctly adopts the "you" perspective? |
Your parts will arrive on time, as you requested. |
To achieve clarity in writing, use ______. |
natural-sounding language |
Which of the choices below is a disadvantage of using a team wiki in the workplace? |
Documents are not delivered to members’ mailboxes |
What are the four elements explored in the analysis stage of the ACE process? |
Purpose, audience, content, and medium |
Which country is known to have a monochronic culture? |
Norway |
Which of the following is an idiom? |
Raining cats and dogs |
Which three factors should you consider when deciding when and where to compose? |
Time management, environment, interruptions |
Texting is an ideal medium for |
short, routine messages that require brief answers |
Which of the following characteristics would be valued by a collectivist culture? |
Loyalty |
The chapter quotes which grouping of characteristics to define an ethical person? |
Truthful, responsible, considerate |
Which of the following is an example of an affective conflict within a team? |
One team member holds a grudge against another who got a raise |
Which sentence is an example of highlighting internal audience benefits? |
If your proposal wins the contract, you will earn a 10% commission. |
Why should you avoid editing yourself during the drafting stage of the ACE process? |
Because switching between drafting and revising is inefficient |
Which of the following answers is an example of cognitive conflict within a team? |
One team member does not understand another’s reasoning |
In terms of listening skills, what does "comprehension" mean? |
How well you understand what you hear |
In which situation is the use of a blind carbon copy unethical? |
Blind carbon copying a colleague on your sales negotiation emails to a vendor she will also deal with later |
In which situation would you use a routine announcement? |
To notify the public about a holiday sale |
What are the components of the three-part formula designed to create goodwill when a customer complains? |
Understanding, apology, solution |
Why is it a good idea to ask for feedback from colleagues about your document? |
It shows you whether you have communicated effectively |
Which elements belong in a routine request’s conclusion? |
An expression of gratitude and a call for action |
Which grouping of characteristics is quoted in this chapter as defining the "strategic" aspect of being an effective communicator? |
Purposeful, audience-oriented, persuasive |
What is the purpose of sending your condolences? |
To express compassion and understanding when someone experiences a loss |
Which kind of message expresses appreciation when someone has done something nice for you? |
Thank-you message |
Which valuable work-place communication skill are you demonstrating when you link your company’s blog, Twitter and Facebook sites together? |
Implementing social media |
When you are engaged in conversation, you can improve comprehension and understanding by asking questions and by _____. |
paraphrasing |
Which one of the characteristics listed below would be most valued by an individualistic culture? |
Independence |
During which step of the early "transmission model" of communication does encoding take place? |
Third |
Fraudulent reviews are widespread online, often posted by businesses themselves. A recent study found that roughly 16% of which industry’s reviews were fraudulent? |
Restaurant |
Which type of buffer does the following sentence use? "Throughout 2014, organic produce availability in our area has declined, and our production has slowed considerably." |
Background information |
Which of the following replies to a negative post has research shown social media audiences respond best to? |
We are sorry that the copy machine did not work as you’d hoped, and thank you for taking the time to notify us. |
How should you respond to a customer claim when the customer is at fault? |
Explain the reasoning behind the policy and the refusal |
Which of the following is an example of an interesting, effective blog headline? |
Top 10 Hiring Secrets |
Who or what is a primary audience? |
The person to whom the message is addressed |
Experts argue that you can influence people’s behavior through a social media strategy that combines which three factors? |
Motivation, triggers, and ability |
A link to a recipe using the product discussed on a blog is an example of which of the following ways companies are using social media to manage relationships with their customers? |
Providing useful information that audiences want and need |
Which of the following psychological needs do investment companies typically use to appeal to their audience’s emotions in a persuasive message? |
Safely |
Which of the following is the most professional and appropriate way of motivating your audience to comply with your persuasive request for a favor? |
Stressing the benefits of doing it |
The best way to ensure that your audience understands the bad news is to _____. |
state it clearly |
What is content marketing? |
Communicating with your customers and prospects without selling |
Which of the following strategy questions would you ask when determining your social media audience? |
Who will want to interact online with your business? |
Which of the options below is the best way to incorporate persuasion into the team decision-making process? |
Team members present the best case for their ideas, and the team critically evaluates the options |
In terms of logical fallacies, what is a hasty generalization? |
Drawing a conclusion from a sample that is either too small or does not represent the larger population |
Which social media platform would you use for longer messages to your followers about new products or services? |
|
Which of the following is an appropriate guideline for your company to adopt as an example of professional social media behavior? |
To protect our business interests, never disclose the company’s proprietary information. |
Which type of evidence should you avoid using in an argument that supports your persuasive message? |
Engineered statistics |
Which of the following strategy questions would you ask when determining your social media goals? |
Why is your company communicating by social media? |
What medium would you choose to communicate a persuasive message when you want to receive immediate feedback from several people in different offices and be able to alter your approach "on the fly," if necessary? |
Wiki |
Which type of buffer does the following sentence use? "We truly value the high quality of your product." |
Thanks or compliments |
You can help the audience find your business on Twitter by_____. |
incorporating keywords and phrases strategically |
Which social media platform would you use to transmit concepts that need extra development and design? |
Corporate blog |
Effective team leaders use which technique to influence attitudes and motivate people to make a commitment to a team? |
Remind the team why the work is important |
Which type of buffer does the following sentence use? "We understand the pressures farmers are under to make a profit with higher costs, so I know a request to renegotiate your sales price might seem insensitive." |
Empathy with audience |
In terms of logical fallacies, what is a false analogy? |
Supporting an idea by comparing it to something that is not comparable |
Which social media platform would you use to distribute interesting news to your followers in short bursts? |
|
In terms of logical fallacies, what is a false dilemma? |
Asserting that only two choices exist, while ignoring other options |
How do you diplomatically reject a team member’s idea while maintaining goodwill and ensuring that the person will continue to contribute in future projects? |
Provide a convincing explanation |
Which of the following strategy questions would you ask when determining your social media contributors? |
Will employees have access to participate in the company’s posts? |
What powerful tool shapes your evidence persuasively while actively engaging your audience? |
Storytelling |
Which communication medium would you use to tell an employee that she got a lower bonus than projected? |
Face-to-face |
Which communication medium would you use to give the public notice of a product recall? |
Website |
Which psychological principle of persuasion says that the fewer there are of things, the more people will want them? |
Scarcity |
In which situation would you use the direct approach to organize a bad news message? |
When the audience is unlikely to be angered by the news |
What is the recommended number of daily Facebook posts for businesses interested in tapping into that market? |
One to five |
Which of the following psychological needs do charities typically use to appeal to their audience’s emotions in a persuasive message? |
Self-esteem |
Should a company take responsibility for mistakes or problems? |
Yes, because doing so will preserve credibility and goodwill |
How do you effectively subordinate bad news? |
Use the passive voice |
What time span is considered "social media prime time"? |
8 p.m. to 7 a.m |
Which team-building technique are you using when you acknowledge a team member’s contributions? |
Helping others feel pride in their work |
In terms of logical fallacies, what is a red herring? |
Focusing on an irrelevant issue to draw attention away from a central issue |
Which is an example of using neutral language to avoid blaming your audience in a bad-news message? |
The warranty does not cover accidental breakage. |
Which communication medium should you use to notify all employees quickly about a possible privacy breach in the company’s payroll system? |
Text message |
Which type of buffer does the following sentence use? "I am pleased to inform you that part of your order will arrive earlier than promised." |
Good news |
Which of these statements is true about the acronym "AIDA"? |
Its components are useful in both solicited and unsolicited sales messages |
Which communication medium would you use to prevent immediate discussion of the bad news? |
Letter |
What number of characters per Facebook post is recommended to maximize positive audience interaction? |
Less than 40 |
Which communication medium would you use to send bad news to employees in your company’s South American and European branches simultaneously? |
|
Which of the following techniques of emotional appeal are particularly effective in creating a sense of desire in an audience reading an unsolicited sales message? |
Social proof |
Which of the following is an example of an analytical report? |
Feasibility report |
Which question from this list would you typically NOT ask when analyzing your report audience? |
When does my audience need this report? |
Which report medium would you choose to communicate a report that is informal but contains sensitive information for employee eyes only? |
Memo |
What is the main difference between an abstract and an executive summary? |
An abstract is used for informational reports and an executive summary is used for analytical reports. |
Which is NOT something you’d do during the composing stage of the report writing process? |
Check for mechanical errors |
Which guidelines should you use to prepare a document for readers who are NOT native English speakers? |
Use consistent terminology |
Which three combined elements make up the identifying information commonly found on a report’s title page or cover? |
Author, date, report title |
What is a progress report designed to do? |
Give your supervisor an update on the status of a longer project |
Which is NOT a typical category used in meeting minutes? |
Abstracts |
When writing a trip report, it is best to organize it by _____ |
describing the results of the trip |
Which is NOT a criterion that decision makers can use to judge the validity of a feasibility report’s proposal? |
Report page length |
Which document design feature below would NOT help your audience preview report contents? |
A conclusion |
Which of the following is something word processing software CANNOT achieve for you? |
Sentence clarity |
What type of report is intended to educate its audience on a topic central to the company’s business? |
A white paper |
In report writing, what do you call a stand-alone graphic that combines multiple representations of data to provide a complete picture? |
An infographic |
What is the most common format for online distribution of reports? |
|
According to Eric Paley, the founder of a venture capital company, what type of report provides the most concise way to express an idea for discussion and decision making? |
A report deck |
Which is NOT a feature of a report deck? |
Heavy visuals with minimal text |
Which feature below is NOT something all slide decks include? |
An executive summary |
Which is NOT an example of a data graphic? |
Illustration |
Which graph is the best to use if you want to show changes over time to emphasize a trend? |
Line chart |
How do you remove clutter from a table? |
Eliminate unnecessary grid-lines |
What is the best way to integrate data displays into your report? |
Use text to explain what the audience is seeing |
Which is an ethical, non-misleading way to display data in a graph? |
Accurately display collected data |
Which of the following does NOT need documentation in your report? |
A table populated by data from a survey conducted by your company |
Begin analyzing your presentation’s purpose with _____ in mind. |
a specific outcome |
Analyzing key decision makers in your audience is critical. Which question below is NOT designed to yield helpful information about this audience? |
How much time do you have to persuade key decision makers? |
If you need to communicate complex material that must be examined carefully during your presentation, you should use -. |
a slide deck |
If you need to provide a product demonstration during your presentation, you should use ____. |
a prop |
In most business presentations, the main message should do all of these things EXCEPT ___. |
give the audience reasons for the request |
Design your slides so that you’ll be able to _____ if you are presenting virtually via computer. |
direct the audience to slide content by pointing with your voice |
Which of the following is NOT a main goal of your presentation’s opening? |
Describe audience benefits |
Which technique could you use to capture your audience’s attention in the opening of a presentation? |
Recite a quote from an authority on your subject |
How can you organize the middle of the presentation so it will be easy to understand? |
Emphasize points that are meaningful to the audience, limit the number of key points, and organize using recognizable patterns |
What common mistake do presenters often make in organizing presentation content? |
They let the information dictate the organization |
It is now generally accepted that listeners can retain _____ separate pieces of information in their short-term memory before losing the important parts. |
four or five |
How does a storyboard help you create an effective presentation? |
It allows you to visualize presentation flow |
Which of the following does NOT belong in your presentation’s closing? |
Illustrations of your expertise |
Which is the best revision of the following sentence for use as a bullet point on a slide? "Thanks in part to our sales team’s redoubled efforts, this quarter’s profits have increased 51% from this same time last year." |
Quarterly profits up 51% |
If your audience will need to take notes during your slide presentation, what kind of format should you choose for a handout? |
Three miniature slides per page with lines to the right of each |
How should you dress for a formal presentation? |
Business-formal clothing |
Which of the following suggestions will NOT help you warm up effectively for your presentation? |
Focus on the risks associated with your proposed idea |
What kind of stance is suggested to help you feel comfortable and control your body during the presentation? |
Hands loose at your side, knees and elbows relaxed, weight balanced on both feet, shoulder-width apart |
During a presentation, when you speak to people in the front of the room, _____. |
maintain the same volume level so that everyone else can hear you |
Reading from notes or a script you hold during a presentation |
makes you look like a novice |
When is it acceptable for your presentation to include a photo found on the Internet? |
Only when you cite the source on the slide |
Which is NOT a benefit offered by having a question-and-answer (Q&A) session during a presentation? |
Getting a promotion |
All the questions below require a skillful answer to avoid the impression that you are being defensive or dismissive EXCEPT one. Which is it? |
A question that asks you for an example |
What should you do if you are asked a question during or after a presentation that you cannot answer? |
Admit you don’t know the answer |
Which of the following are NOT typically presented as a podcast? |
A white paper |
Business Communications Final
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