|
Communication skills |
are ranked by recruiters at the top of qualities they most desire in job seekers. |
|
Which of the following statements is most accurate? |
Businesses today generate a wide range of messages using a variety of media |
|
On the job you are more likely to be promoted if you |
look and sound like a professional |
|
Which of the following statements about today’s business environments is MOST accurate? |
may employees today no longer need an office; they can work anytime and anywhere |
|
Which statement about today’s workplace is MOST accurate? |
Today’s employees can expect to interact with people from many cultures |
|
Which of the following statements is MOST accurate? |
Ethics is a priority for many businesses |
|
According to researchers, most people listen at what level of proficiency? |
25%-50% |
|
Many of us are poor listeners because…. |
The brain can process information at least tree times as fast as people talk we tend to "tune out" speakers whose ideas counter out own we would rather talk than listen |
|
Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to concentrate because you think the change is necessary. What type of barrier to effective listening are you experiencing? |
psychological barrier |
|
Peter must inform his employees that his company will need to let go of employees. Which word would be BEST for Peter yo use when conveying this idea to his employees? |
Layoff |
|
You can improve you listening skills if you follow tips for active listening including |
Keeping an open mind establishing a receptive mind-set listening between the lines |
|
Nonverbal communication includes |
all unwritten and unspoken messages, intended or not |
|
Most people think that the best predictor of a speaker’s true feelings is his or her |
eyes |
|
Which of the following statement about nonverbal communication is MOST accurate |
the meaning of some gestures can vary among cultures the way an e-mail, letter, memo, or report looks can have either a positive or negative effect on a receiver the manner in which we structure and use time can reveal out personalities and attitudes |
|
Every country has a unique culture or common heritage that |
teaches its members how to behave and conditions their reactions |
|
The most important cultural dimensions is |
context |
|
Which of the following countries represents a high-context culture |
Japan |
|
Which statement about the effect of social media and communication technology on culture is MOST accurate |
because of social media, communicators can now reach out to larger and more varied audiences than in the past |
|
An american businessperson who thinks that all Swiss are hardworking, efficient and neat is demonstrating an example of |
sterotyping |
|
Which of the following is a benefit of a diverse work environment |
Being better ability to create the products desired by consumers Experiencing fewer discrimination lawsuits, fewer union clashes, and less government regulatory action improving employee relationships and increasing productivity |
|
Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures and |
seek common ground |
|
Because of today’s communication technology, employees in today’s workforce can expect to write fewer messages |
false |
|
Recruiters often rank communication skills as the highest skill set sought by employers |
true |
|
as an employee in today’s digital workplace, you can expect to work more independently rather than collaboratively in groups |
false |
|
physical barriers to listening include only environmentally produced noises |
false |
|
listening is a passive process |
false |
|
to improve your listening ability, focus both on what is spoken and what is unspoken |
true |
|
one of the best strategies to become a better listener is to question a speaker while he or she is still talking to ensure your comprehension |
false |
|
most communication is nonverbal |
true |
|
both your personal appearance and the physical appearance of your business documents transmit immediate and important nonverbal messages |
true |
|
our culture molds the way we think, behave and communicate |
true |
|
communication style is the most important dimension of culture |
false |
|
individuals in in high-context cultures prefer direct verbal interaction, value individualism, rely on logic, say "no" directly and give authority to written infromation |
false |
|
the united states is an example of a low-context culture |
true |
|
north americans consider time a precious commodity and correlate it with productivity, efficiency and money |
true |
|
individuals in western cultures are more relaxed about social status and the appearance of power |
true |
|
the first step in learning intercultural skills is being aware of your own culture and how it contrasts with others |
true |
|
ethnocentrism can be found in all cultures |
ture |
|
the US workplace is expected to remain dominated by males and angelo-oriented |
faLSE |
|
developing a diverse staff that con work together cooperatively is one of the biggest challenges facing business organizations today |
true |
|
businesses that want to capitalize on cultural diversity need to train workers to think and act alike to reduce conflicts |
false |
|
the second phase of the 3-x-3 writing process begins with |
researching the topic |
|
before composing a business document you should gather information that will answer these questions |
what is the receiver to do |
|
all of the following are informational research methods except |
conducting an experiment |
|
which of the following is a formal research method |
investigating primary sources |
|
which formal research source is BEST to obtain first hand infromation |
interviews |
|
Ahna is sending a persuasive memo to her staff asking them to participate in the new wellness program. which of the following sources of information would be MOST appropriate to hell Ahna shape an effective persuasive message for her staff |
questionnaires and surveys of empoyees |
|
according to communication experts, what is the greatest failing of business writers?` |
poor organization |
|
the direct strategy would be most appropriate when |
expecting the audiance to be pleased, mildly interested or neutral |
|
which of the following is in advantage of the direct strategy |
saves the reader’s time |
|
which of the following is an advantage of the direct strategy |
saves the reader’s time |
|
which of the following business messages would NOT use the direct strategy |
a letter to a customer denying his or her request for credit |
|
which of the following is an advantage of the indirect stategy |
respects the feelings of the audiance |
|
when you expect a reader of your message to be unintrested, unwilling, displeased or hostile you should |
explain all the background information first |
|
the indirect strategy is most appropriate for what kind of messages |
bad-news messages sensitive messages persuasive message |
|
which of the following kinds of business messages typically use the indirect strategy |
sensitive messages |
|
what is a sentence fragment |
a broken-off part of a sentence |
|
what is a comma splice |
two independent clauses joined by a comma without a conjunction |
|
what is a run-on sentence |
two independent clauses run together without punctuation or a conjunction |
|
what is the recommended maximum number of words for a sentance |
20 |
|
to emphasize an idea through mechanics place it in |
boldface a different font style italics |
|
which of the following sentences is most effective in de-emphasizing the bad news |
although cash refunds are not offered, you can exchange resalable merchandise |
|
active-voice sentances |
place the subject of the sentence as the doer of the action |
|
which of the following uses only active voices in a complete sentence |
a few unhappy customers criticized the company’s rigid return policy |
|
when should passive voice be used in business writing |
when you want to conceal the doer of the action |
|
parallel writing |
uses similar structures to express similar words |
|
which of the following uses parallel structure |
big business demands superior forecasting, reporting, and analyzing |
|
effective paragraphs |
usually present the main idea in the first sentence are coherent include supporting sentences that expand and explain the main idea |
|
How many ideas should be developed in a paragraph |
one |
|
what do most business writers use the first first sentences in a paragraph |
topic sentence |
|
a topic sentence |
states the main idea of the paragraph |
|
a supporting sentence |
must relate to the topic sentence |
|
paragraph are coherent when |
ideas are linked; that is, one idea logically to the next |
|
transitions |
connect ideas |
|
paragraphs should |
contain eight or fewer printed lines |
|
most routine business messages require formal research |
false |
|
many communication experts regard formal research |
false |
|
many communication expects reguard poor organization as the greatest failing of business writers |
true |
|
using a hierarchy such as an outline can help you to organize idea and information |
true |
|
when you develop a major component on an outline into subpoints you must have at least two subpoints |
true |
|
the most compelling and effective messages contain one repeated sentances pattern rather than a variety of sentences |
false |
|
words such as although, if, because and since often introduce dependent clauses |
true |
|
because sentences of 20 of fewer words have the most impact, business writers must restrict all sentences to fewer than 20 words |
false |
|
although mechanical means are occasionally appropriate to create emphasis, more often a writer achieves emphasis stylistically |
true |
|
the following sentance effectively useses a stylistic device to de-emphasize the bad news: although we don’t have any available positions at this time, we are pleased to recieve your application and will keep it on file for six months |
true |
|
passive voice should never be used in business writing |
false |
|
a paragraph is unified when it develops at lease three ideas |
false |
|
the topic sentence should relate the main idea of a paragraph |
true |
|
business writers generally place the topic sentence in the first paragraph |
true |
|
Which statement about the use of email in today’s workplace is MOST acurate |
most messages in today’s workplace are sent by email |
|
business email users must learn that email can be dangerous because messages travel long distances, are difficult to erase, and |
may become evidence in court |
|
which of the following situations is MOST appropriate for sending an email message? |
Chris must send the monthly sales data to his department |
|
Jackson is sending an email message about an important upcoming meeting. Which of the following represents the MOST effective subject line? |
Please Attend Staff Meeting August 15 |
|
What is the current advice on the use of a greeting on business email |
begin with a greeting to provide a visual cue and to show friendliness |
|
Which of the following is the BEST advice for writing the body of an email message |
use numbered or bulleted lists when appropriate |
|
Which of the following is the MOST appropriate closing for an email message or memo |
Please submit your report by August 1 so that the information can be presented at the seminar |
|
The final element of an email message should be |
your name and full contact information |
|
What advice should you follow when using down-editing to reply to an email message |
delete the sender’s message header, signature, and all unnecessary parts |
|
Which of the following is the BEST tip for replying to email messages |
if you can’t reply immediately, acknowledge receipt of the message and tell the sender when you’ll be able to reply |
|
Which of these is the BEST recommendation for business communicators using email |
Edit your text for readability and proofread for typos or unwanted auto-corrections |
|
What is the BEST advice when preparing a memo as an email attatchment |
Include the date, sender’s name, receiver’s name and subject line on the memo |
|
Most email messages and memos |
have nonsensitive topics and begin directly |
|
which of the following is NOT a guide word used in email messages and memos |
RESPONSE: |
|
Email is appropriate for short informal messages that request information and respond to inquiries |
true |
|
Including a subject line in your email is optional because the message is usually short |
false |
|
Every business person will need to write a negative business message that may disappoint, irritate, or anger a receiver these messages must be written |
carefully |
|
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 |
knows the reasons for the rejection clearly |
|
One of your goals in sending messages is to project a professional and positive image. One technique to project the proper images is by |
controlling your emotions |
|
To convey empathy and sensitivity when delivering bad news, you should |
accept blame and apologize when appropriate |
|
Receivers are far more likely to accept negative news when you show that the decision was |
fair impartial rational |
|
When writers must convey bad news, they must carefully consider all of the following EXCEPT the |
total number of words they use |
|
Taylor must send the 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 |
Analyze the bad news to see how it will affect his reader |
|
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 |
firmness is necessary |
|
Which of the following bad-news messages should be organized using the direct strategy? |
an announcement of changes in business services |
|
Using the indirect strategy to prepare the reader in a bad-news messages |
helps you keep the readers attention until you can explain the reasons for the bad news |
|
The indirect strategy works best when the bad news is personally upsetting, when the news will prompt a hostile reaction and when |
the message arrives unexpectedly |
|
Which of these patterns is typical for bad-news messages presented in the indirect strategy |
buffer, reasons, bad news, and closing |
|
Corbin must inform employees that overtime pay will be reduced from the current 2.0 factor and a 1.5 factor. Because he anticipates a hostile reaction, which of the following sequences should Corbin use for the parts of his message |
buffer, reasons, bad news, and closing |
|
Although you may worry about using the indirect strategy to communicate bad news, one benefit it has is |
ensuring that your reasoning will be read while the reciever is still receptive |
|
The buffer in a bad-news message is a |
Statement that reduces shock or pain and encourages the receiver to continue reading |
|
Which of the following would be an effective way to begin a bad-news message using the indirect strategy |
Complimenting the reader Providing a statement of mutual agreement Revealing the best news |
|
Which of the following is NOT a helpful tip for apologizing in a negative-news messgae |
focus on your regret |
|
Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the BEST apology. |
We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will re calibrate the heating element at no charge to you |
|
The ability to understand and enter into the feelings of another is called |
empaty |
|
Which of these messages MOST effectively conveys empathy in a bad-news message? |
You have every right to disappointed. I am truly sorry that our product failed to perform as expected |
|
Which of the following is the MOST important party of a negative message |
an explanation of the reasons for the bad news |
|
When presenting the reasons for bad news, you should |
Use positive wording explain the reasons clearly and specifically without revealing confidential information or creating potential legal liablity cite benefits to the reader or others |
|
Which statement BEST demonstrates the use of positive wording |
Although the warranty will not be extended, we are happy to replace your item with a similar product at no charge |
|
All of the following are effective techniques for softening bad news except |
positioning the bad news at the beginning or end of a paragraph |
|
The closing of a bad-news message may include all of the following except |
a restatement of the bad news |
|
When you must refuse typical request, you will first think about how the receiver will react to your refusal and decide |
whether to use the direct or the indirect strategy |
|
Which of the following sentences presents the reason for denying a customer’s request for credit MOST effectively |
Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner |
|
All business deal with unhappy customer at some point, and they typically follow this pattern in these situations: call the customer, describe the problem and apologize, offer an explanation and resolution, and |
follow up with a message that documents the phone call promotes goodwill |
|
Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and |
to promote good relations |
|
Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the BEST advice for this task? |
use neutral, objective language to explain the reason the claim is refused |
|
A bad-news message, whether delivered in person or in writing, is usually better received when you |
give the reasons before the bad news |
|
In deciding to share negative information about another employee to your supervisor, what question should you consider first |
was the act criminal or hostile behavior or just a one-time mistake |
|
When you must deliver bad news to one person or a small group, you should usually |
deliver the message in person |
|
Human Resource Specialist Julie Woodard must inform employees of major reduction in health care benefits when delivering this announcement, she should apply all the following techniques |
let the employees find out through the office grapevine |
|
the buffer in a bad-news message to employees should |
be a neutral or positive statement that transitions to the reasons for the bad news |
|
Although business prefer to deliver bad news to employees personally, when bad news must be given to large groups of employees, businesses are MOST likely to use which of the following |
hard-copy memos |
|
Your employer may ask you to responding to customer complaints appearing on Twitter, Facebook, or complaint websites. |
true |
|
Only business executives and managers must deliver bad news |
False |
|
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 |
true |
|
When delivering bad news, you should explain the bad news clearly to make your reader understand that in the best case, accept the bad news |
true |
|
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 irrational |
false |
|
In order to convey empathy and sensitivity for your receiver you should always accept blame and apologize for the bad news |
false |
|
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 |
true |
|
All bad-news messages should be presented using the indirect strategy |
false |
|
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 |
true |
|
If your receiver might overlook the bad news, it is appropriate to use the direct stragegy |
true |
|
If your message may create a hostile reaction, you should use the indirect strategy |
true |
|
if you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain |
false |
|
A buffer is a device to reduce shock or pain |
true |
|
the important part of a bad-news message is the section that explains why a negative decision is necessary |
true |
|
using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: ‘Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit" |
true |
|
to take the spotlight off the bad news, place it at the end of a paragraph |
false |
|
when you must refuse a request, you may sometimes offer an alternative, substitute, compromise |
true |
|
"if you have ant further questions, please do not hesitate to call me" is a professional way to close a refusal message |
false |
|
If you are uncertain how the receiver will respond, use the indirect strategy to refuse request and claims |
true |
|
every business will have unhappy customers at some point. if possible, the business should respond immediately and personally to these customers’ problems |
true |
|
smart business Representatives always avoid calling an unhappy customer to resolve problems |
false |
|
A buffer is a device to reduce shock or pain |
true |
Share This
Flashcard
