MGT final

Business professionals who fail to do audience analysis for routine messages lose credibility

FALSE

Very general messages keep readers from being bogged down in detail and add to the sender's credibility.

FALSE

A failure to set expectations for subordinates can damage a professional's credibility.

TRUE

Messages that provide directions and messages that set expectations both involve telling others what to do.

TRUE

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

FALSE

A business professional who becomes aware of harming others and who makes an apology has demonstrated cultural intelligence.

FALSE

Which question will help you to establish credibility with the readers of your routine messages?

A.
What information does the audience need, and how do they want to receive it?

B.
How can I use this message to show off my experience and accomplishments?

C.
How can I trim as much detail as possible from this message?

D.
What is the most persuasive argument that I can make in this message?

E.
What type of formatting will draw the most attention to my design skills?

A

Which of the following will damage the credibility of the author of routine messages?

A.
a too-direct subject line

B.
the use of short paragraphs

C.
the use of bulleted lists

D.
short, concise messages

E.
overly general messages

E

Why is efficiency one of the primary goals when sending routine messages?

A.
Routine messages require in-depth analysis.

B.
Routine messages contain elaborately detailed content.

C.
The structure of routine messages is pyramid shaped.

D.
The volume of routine messages is high.

E.
Most professionals rarely write routine messages.

D

Which of the following is true about developing routine messages?

A.
Routine messages have very few purposes.

B.
Routine messages do not need to be planned.

C.
Routine messages have little effect on credibility.

D.
Routine messages need to be reviewed.

E.
Routine messages are not composed very often.

D

Which statement about audience analysis for routine messages is true?

A.
Routine messages are not important, so audience analysis is unnecessary.

B.
Top management is usually the audience for routine messages, so audience analysis is vital.

C.
Most routine messages do not contain much content, so little audience analysis is needed.

D.
The audience is likely to respond positively to routine messages, so little audience analysis is needed.

E.
Routine messages are not composed very often, so audience analysis must be thorough.

D

What is the main challenge that authors of routine messages have to overcome?

A.
Finding enough facts to write a routine message is difficult.

B.
Readers receive so many routine messages that it is hard to catch their attention.

C.
Routine messages require substantial evidence to document their claims.

D.
Knowing what the audience wants from a routine message can be very difficult.

E.
Most routine messages have complex content that is difficult to simplify.

B

What is the advantage of front-loading a routine message?

A.
It ensures that the tone of your message is other-oriented.

B.
It enables you to elaborate on non-important matters at the end.

C.
It is an efficient way to make an email less bulky.

D.
It ensures that the recipients perceive your message as unbiased.

E.
It makes it easier to grab the reader's attention.

E

The step of idea development for routine messages primarily involves

A.
coming up with persuasive arguments to support your claim.

B.
asking yourself how to grab the reader's attention.

C.
identifying and gathering relevant, accurate, and up-to-date information.

D.
checking for typos and any signals that you have ignored the needs of others.

E.
requesting feedback about the message from trusted colleagues.

C

Which of the following should you focus on during the drafting stage for routine messages?

A.
audience analysis

B.
idea development

C.
message structuring

D.
front-loading the message

E.
gathering accurate information

D

Which of the following is most likely to take place during the drafting stage?

A.
creating a professional and helpful tone

B.
ensuring that the message contains all needed information

C.
identifying the primary message and key points

D.
checking for typos

E.
conducting audience analysis

A

While drafting a routine message, you should

A.
avoid using bullets or numbers.

B.
use very long sentences and paragraphs.

C.
ensure the tone of the message is reader-centered.

D.
place the primary message at the end.

E.
avoid using the recipient's name.

C

Many routine business messages involve such things as teams coordinating their assignments, customers buying products, and colleagues asking if they can meet. Such messages are known as

A.
requests.

B.
expectations.

C.
apologies.

D.
claims.

E.
announcements.

A

When making requests, ______ goes a long way in maintaining goodwill.

A.
using a self-oriented, positive tone

B.
ordering people to complete a task

C.
keeping the subject line mysterious

D.
showing respect for the recipient's time

E.
omitting the rationale for the request

D

Which of the following accurately describes the act of setting expectations for others?

A.
Only senior managers ever have to set expectations for their subordinates.

B.
First-time managers are the people who are most comfortable telling others what to do.

C.
Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace.

D.
The way in which you set expectations for others will not affect your credibility.

E.
Stating goodwill in a message for setting expectations conveys weakness.

C

Failure to set expectations will most likely lead to

A.
employee goodwill.

B.
team building.

C.
increased self-determination.

D.
professional disappointments.

E.
honored claims.

D

Lok meets with the team he oversees, passes out some guidelines for how they should communicate and cooperate with one another on an upcoming project, and asks if they have any questions. What aspect of setting expectations has Lok just done?

A.
describing responsibilities

B.
setting deadlines

C.
stating goodwill

D.
discussing coordination

E.
designating tasks

D

In the context of setting expectations, what does it mean to describe responsibilities?

A.
encouraging employees to engage in networked communication to solve problems

B.
designating tasks and work outcomes to certain employees

C.
setting out the timeline by which the work should be accomplished satisfactorily

D.
providing guidelines for how employees should communicate and cooperate with one another

E.
identifying a potential crisis and developing a strategy for avoiding it

B

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done?

A.
describing responsibilities

B.
setting deadlines

C.
stating goodwill

D.
discussing coordination

E.
providing guidelines

B

When you describe your own role and responsibilities to supervisees, they are more likely to

A.
see you as domineering and self-obsessed.

B.
acknowledge your leadership and accept all your decisions.

C.
hold you responsible for everything.

D.
realize that you and they are mutually accountable.

E.
become more reluctant to be open with you.

D

Which of the following components is usually found in a set of directions but not in a set of expectations?

A.
an explanation of the work outcome

B.
a description of responsibilities

C.
a set of deadlines

D.
step-by-step instructions

E.
guidelines for working with others

D

Which of the following is a good way to write directions?

A.
Compose the message entirely in passive voice.

B.
Do not complicate the message with additional tips.

C.
Put the different steps in a numbered or bulleted list.

D.
Write the steps using the I-voice.

E.
Summarize all the directions in the subject line of the message.

C

Hannah receives an email from Keith, a subordinate who is about to start analyzing a market research report. Keith has never done this before, so he sends Hannah a long paragraph that contains five questions about the assignment. What is the best way for Hannah to respond to Keith?

A.
by inserting her answers directly into Keith's paragraph

B.
by giving a general summary of the process that does not directly answer Keith's questions

C.
by writing a new paragraph that contains all her answers

D.
by writing her answers to the questions as a numbered or bulleted list

E.
by telling Keith that he should model his work on the analysis she did last year

D

Many employees gloss over announcements because announcements

A.
are typically written in an other-oriented tone.

B.
typically consist of requests for claims.

C.
are broadcast to a large number of employees.

D.
are rarely interesting to read.

E.
are complicated to understand.

C

How can you prevent employees and customers from ignoring announcements?

A.
Reward customers and employees for reading announcements.

B.
Ask employees and customers to take turns writing the announcements.

C.
Include links to funny articles or videos in every announcement.

D.
Use a specific, catchy subject line that creates interest.

E.
Request a read receipt for each announcement.

D

A message that makes a claim is most likely to close with

A.
the rationale for the claim.

B.
an emotional reason for the claim.

C.
an announcement.

D.
a call to action.

E.
a step-by-step direction.

D

Which of the following is most likely to be a component of an appreciation message?

A.
an attention getter

B.
a quick rationale

C.
a call to action

D.
a goal for the message

E.
a deadline for a task

B

Which of the following accurately describes appreciation messages?

A.
Your appreciation messages should include several statements about yourself.

B.
Your appreciation message should include exaggerated displays of gratitude.

C.
You should avoid explaining why you feel grateful because that sounds defensive.

D.
You should begin your appreciation messages with an expression of thanks.

E.
Your appreciation messages should have an informal tone when sent to clients.

D

To show your sincerity in an appreciation message, you should

A.
include exaggerated displays of gratitude.

B.
avoid including a rationale for the gratitude.

C.
make sure that your message is extremely formal.

D.
focus exclusively on the recipient.

E.
include a call to action at the end of the message.

D

Which of the following is true of apologies?

A.
Offenses caused by personality clashes do not warrant apologies.

B.
It is always good to apologize regardless of whether you are right or wrong.

C.
Not all apologies are necessarily good apologies.

D.
Business professionals who are high in emotional intelligence never apologize.

E.
Apologies are necessary only when you harm someone on purpose.

C

Which of the following is most likely to be a component of a message that expresses sympathy for a death?

A.
gaining attention

B.
offering support

C.
taking responsibility

D.
providing rationale

E.
providing directions

B

Which of the following is a common component of all routine messages, including messages that express sympathy?

A.
a statement of goodwill

B.
deadlines

C.
a rationale for a claim

D.
a thank you statement

E.
an attention getter

A

Which of the following is a good guideline for messages that express sympathy?

A.
Avoid sending sympathy messages to people with whom you have only professional relations.

B.
In the case of death, avoid mentioning the name of the deceased person in the message.

C.
Pay the most attention to using exactly the appropriate words.

D.
Handwrite your expression of sympathy whenever possible.

E.
Compose long and elaborate messages to express sympathy.

D

The ability to persuade others requires a strong listening orientation

TRUE

Jerry usually determines what is right, correct, or desirable by seeing what others do. This is an example of the principle of reciprocation.

FALSE

Holly tends to be more easily persuaded by people she likes. This demonstrates the principle of authority.

FALSE

When Cary writes a message to persuade customers that trying a new product will increase their sex appeal, he chooses to make it indirect and implicit. Cary has chosen a common approach for such a message.

TRUE

Compared to you-voice, we-voice is more effective at letting customers and clients know that you have considered their interests

FALSE

In an internal persuasive message, Hadassah implies that she has every confidence in the officers of the company who are implementing the new policy the message discusses. This makes her message more persuasive to readers.

TRUE

Internal persuasive messages tend to be less direct and explicit than external persuasive messages.

FALSE

An email from the head librarian asking community members to donate to the food drive at the local library is an external persuasive message.

TRUE

The most important step in the AIDA model for mass sales messages is D—description of the problem.

FALSE

The FAIR test is seldom used for evaluating persuasive messages because they are not fact based

FALSE

Persuasion almost always involves

A.
threatening your audience to make them accept your line of thinking.

B.
dealing with someone who is open to different ideas.

C.
communicating with someone who thinks differently than you do.

D.
using any means short of a fistfight to get your point across.

E.
forcing someone to think the way you do.

C

The aim of persuasion is to

A.
develop a plan of action to deal with a crisis.

B.
increase your credibility in the eyes of your audience.

C.
express sympathy for a loss suffered by your audience.

D.
express gratitude toward your audience.

E.
help your audience find the value in your position.

E

Which statement accurately describes persuasion in the post-trust era?

A.
In the post-trust era, persuasion is rarely employed because it no longer works.

B.
In the post-trust era, threats are the best persuasive technique.

C.
In the post-trust era, the link between credibility and persuasion has diminished significantly.

D.
In the post-trust era, persuasion is becoming increasingly difficult.

E.
In the post-trust era, persuading your audience is easier because of social media.

D

Which statement about persuasive messages is accurate?

A.
The vast majority of business messages are persuasive messages.

B.
Persuasive messages require a message structure that helps reduce resistance.

C.
Persuasive messages do not need as much planning as other business messages.

D.
Persuasive messages are very similar to messages that express appreciation.

E.
The success of persuasive messages seldom depends on the author's credibility.

B

Anwar is planning a persuasive message to try to convince his colleagues to contribute to their company's holiday clothing drive. The most effective argument he can use will be an argument that

A.
relates the clothing drive to their need to feel good about themselves.

B.
makes them feel guilty if they do not contribute.

C.
shows how much effort Anwar has put into planning the event.

D.
belittles the holiday charitable drives of competing companies.

E.
emphasizes how much their company wants to outshine a rival company's drive.

A

In the context of developing persuasive messages, the process of understanding the needs and values of others

A.
is simple and happens quickly.

B.
requires a strong listening orientation.

C.
is a part of the FAIR test.

D.
is done after message structuring.

E.
has little effect on persuasiveness.

B

A colleague asks you for advice on how to understand the audience of his persuasive message. Which of the following pieces of advice will you offer?

A.
Focus on their values but not their needs.

B.
Ask as few questions as possible to avoid annoying them.

C.
Wait until the message is perfected before choosing the right audience.

D.
Consider the psychological principles that impact people's decisions.

E.
Use the FAIR test to conduct audience analysis.

D

In order to encourage participation in a walkathon, the organization arranging the event offers free items, such as a T-shirt or a water bottle, to all the participants. Which of the following principles of influence is being used?

A.
liking

B.
authority

C.
scarcity

D.
reciprocation

E.
social proof

D

Sautéed, a restaurant in California, specializes in sautéed food. The restaurant holds a highly popular bash, featuring well-known DJs, on the last Saturday night of every month. The restaurant offers event-passes to frequent customers (who must have been billed at least $3,000 during the current month) for free. A limited number of passes are available to other customers at a high price one day prior to the event. Which principle of influence is the restaurant using?

A.
liking

B.
authority

C.
scarcity

D.
consistency

E.
reciprocation

C

Ralph and Shane have been best friends for more than twenty years, and they influence each other's shopping choices. When they are shopping for colognes, however, Ralph picks a cologne endorsed by his basketball idol, and Shane opts for one endorsed by his favorite pop singer. In this case, which principle of influence has affected their purchasing choices?

A.
reciprocation

B.
liking

C.
scarcity

D.
consistency

E.
authority

E

Which of the following is true of trying to persuade through emotion?

A.
Most people justify business decisions based on emotions, not reason.

B.
Business communicators should avoid injecting emotions into their persuasive messages.

C.
Emotion cannot persuade customers because they do not become attached to products and services.

D.
Business communicators understand that resistance to ideas, products, and services is often emotional.

E.
Effective sales communications should avoid appealing to the core emotional benefits of products, services, or ideas.

D

In the context of developing persuasive messages, which of the following is most likely to help you demonstrate a voice of competence?

A.
using only emotional appeals in your persuasive messages

B.
developing strong ideas in the interest of your audience

C.
adopting the tone of mass advertising such as over-the-top appeals

D.
focusing only on logical appeals

E.
using the I-voice in external persuasive messages

B

A message is said to be indirect when it

A.
provides the rationale for a request before making the request.

B.
expresses gratitude toward or appreciation of the readers.

C.
contains full and unambiguous meaning.

D.
requires reading between the lines to gauge the entire meaning.

E.
politely asks people to do or think differently.

A

Which statement about choosing attention-getters for persuasive messages is true?

A.
For external persuasive messages, the primary means of gaining attention is demonstrating a business need.

B.
Writers have more flexibility choosing attention-getters for internal persuasive messages than for external persuasive messages.

C.
Issuing a challenge is a poor attention-getter, but its use should be avoided in persuasive messages.

D.
Posting a testimonial is a good attention-getter, particularly for external messages.

E.
Posing a rhetorical question is an attention-getter that writers should avoid in the post-trust era.

D

The first task of most persuasive messages is to

A.
express gratitude to the readers.

B.
gain the attention of the readers.

C.
provide a strong rationale.

D.
establish that a problem exists.

E.
appreciate the readers' views.

B

Which of the following will help you reduce skepticism once you have described your solution?

A.
restating the need for the solution

B.
showing appreciation for your readers' views

C.
discussing positive points about your competitor's products

D.
agreeing with your readers' objections

E.
providing a strong rationale

E

If your audience is emotionally resistant to your solution, a good practice is to

A.
provide the rationale before making the request.

B.
use the direct approach to help them warm up to your ideas.

C.
use statements that are vague and ambiguous.

D.
use the hyped-up language of mass advertising.

E.
make a request but avoid providing a rationale.

A

When you reduce the confidence and positivity in your message, you run the risk of

A.
being perceived as pushy.

B.
being perceived as an exaggerator.

C.
making your message seem self-serving.

D.
making your idea seem weak or unexciting.

E.
appearing to focus only on logic.

D

The writing style of your persuasive messages should be

A.
action-oriented and lively.

B.
unbelievable and enthusiastic.

C.
dull or unexceptional.

D.
pushy and exaggerated.

E.
direct and explicit.

A

Using the "you-voice" is most appropriate to emphasize

A.
shared work goals in internal persuasive messages.

B.
reader benefits in external persuasive messages.

C.
product features in internal persuasive messages.

D.
shared ideas in external persuasive messages.

E.
an impersonal tone in all persuasive messages.

B

It is most appropriate to use an impersonal voice in

A.
persuasive messages to emphasize shared work goals.

B.
external persuasive messages to emphasize reader benefits.

C.
internal persuasive messages to deemphasize self-centeredness.

D.
persuasive messages to emphasize objectivity.

E.
external persuasive messages to depersonalize the message.

D

Which statement accurately describes the use of you-voice in persuasive messages?

A.
Writing in the you-voice to customers is just a stylistic choice.

B.
Using the you-voice deemphasizes customer benefits.

C.
Using the you-voice forces you to personalize the message for your readers.

D.
Using the you-voice implies a high level of self-centeredness.

E.
Using the you-voice in persuasive messages emphasizes the writer's objectivity.

C

Which of the following is a result of making tangible statements in persuasive messages?

A.
It lets the I-voice take center stage over the you-voice.

B.
It focuses on your company and deemphasizes benefits to your customer.

C.
It is just a stylistic choice and has no outcomes of its own.

D.
It adds to the excitement of the message.

E.
It allows your readers to sense the impact on a personal level.

E

The use of the we-voice is an appropriate way to

A.
emphasize shared work goals in internal persuasive messages.

B.
emphasize reader benefits in external persuasive messages.

C.
deemphasize self-centeredness in internal persuasive messages.

D.
emphasize objectivity in persuasive messages.

E.
depersonalize external persuasive messages.

A

Which of the following best summarizes the differences between internal and external persuasive messages?

A.
Internal persuasive messages emphasize self-centeredness, whereas external persuasive messages emphasize reader needs.

B.
While internal persuasive messages raise a need, external persuasive messages provide a rationale.

C.
Internal persuasive messages focus on promoting ideas, whereas external persuasive messages focus on promoting products.

D.
Internal persuasive messages tend to be slightly more indirect and implicit than external persuasive messages.

E.
Internal persuasive messages use the you-voice, whereas external persuasive messages that use the I-voice.

C

Internal persuasive messages tend to be

A.
more indirect than external persuasive messages.

B.
more implicit than external persuasive messages.

C.
based on emotional appeals.

D.
based on logical appeals.

E.
more author-centered than reader-centered.

D

Sandy is writing a brochure to explain the benefits of buying produce from local farmers at the farmers' market rather than from chain grocery stores. Which of the following is most likely to make her brochure effective?

A.
stories about local farm families who participate in the farmers' market

B.
statistics about how much money is spent at farmers' markets nationally

C.
statements to make people feel guilty about not supporting local farmers

D.
information about how much fuel is saved by not shipping produce long distances

E.
a lecture about how important it is to put money into the local economy

A

Chinua is making a brochure to explain to customers the benefits of having their hot water heaters flushed every year. Which of the following will make the brochure more persuasive?

A.
Use the I-voice to convey his expertise.

B.
Dismiss any objections that customers might have.

C.
Use formatting to make each benefit stand out.

D.
Include national statistics about hot water heaters.

E.
Try to make people feel guilty for not maintaining their heaters.

C

Which of the following is a component of the AIDA approach to mass sales messages?

A.
gaining attention

B.
discussing ideas

C.
analyzing deadlines

D.
making announcements

E.
answering queries

A

The AIDA model of mass sales messages is aimed at getting customers to think

A.
"I've seen this product or service before."

B.
"What is the benefit of this product of service?"

C.
"This business wants my money."

D.
"I want this product or service."

E.
"Famous people use this product or service."

D

It is important to ask colleagues to review persuasive messages because persuasive messages

A.
use more formal language than other business messages.

B.
are more personal and idiosyncratic than other business messages.

C.
use difficult direct structure and explicit language.

D.
are directed to people who resist your ideas, products, or services.

E.
must be extremely objective and neutral to be effective.

D

One advantage of giving bad news in a written communication is that you can ensure that you state the bad news with more care and accuracy.

TRUE

Barb has just been told that her job is about to be eliminated. This is an event over which she had no control.

TRUE

If you gather as much information as you can from a variety of sources, then you are less likely to make objective judgments and propose fair solutions.

FALSE

In her message, Bettina first explained that one of the company's major clients went bankrupt and then she said that several employees had to be laid off. This is an example of a less-direct message.

TRUE

Zach uses simple and direct language in an announcement stating that his company has discontinued a popular product because the cost of production has soared. His choice of language will help customers to believe that he has been up front with them.

TRUE

One characteristic of high-performing organizations is that employees will share bad news with superiors but not with each other.

FALSE

The mum effect occurs when bad news is filtered out of messages as they are passed up the chain of command

TRUE

When delivering negative performance reviews, managers should focus on attitudes and intentions rather than actions and results.

FALSE

In performance reviews, providing feedback only on observable actions typically provokes defensiveness

FALSE

Jacob, the owner of Unicorn Systems, wants to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jacob communicates this bad message in an honest and an open manner, it will likely

A.
enhance Jacob's credibility.

B.
undermine Jacob's character.

C.
increase the negative impact of the bad news on employees.

D.
signify that Jacob is incompetent in challenging situations.

E.
damage the company's chances of long-term success.

A

Which of the following should communicators avoid when delivering bad-news messages?

A.
bearing responsibility for one's own role in causing bad news

B.
committing to transparency and honesty in delivering bad news

C.
viewing delivery of bad news opportunistically

D.
sympathizing with the recipients of bad news

E.
telling the truth even when it is not popular or politically correct

C

Compared to delivering bad news in person, delivering bad news in writing

A.
allows for richer communication.

B.
provides greater scope for immediate feedback.

C.
allows for intentions to be demonstrated more easily.

D.
appears more callous and impersonal.

E.
is more efficient and therefore more sensitive to the audience.

D

Which of the following is an advantage of delivering bad news in person?

A.
Verbal delivery of bad news message requires less time than written delivery.

B.
Compared to written delivery, verbal delivery results in better documentation of the message.

C.
One can effectively clarify and explain the bad news when it is delivered in person.

D.
Verbal delivery of bad news provides directions that bad-news recipients can refer to later.

E.
Compared to written delivery, verbal delivery can deliver bad news to more people more effectively.

C

Hideki has to tell Manny that his language has offended some colleagues. He also must say that Manny is on probation for three months to give him the chance to change his behavior. Hideki should deliver this message in a(n)

A.
email.

B.
phone call.

C.
video call.

D.
personal meeting.

E.
memo.

D

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

A.
laying off an employee

B.
rejecting a customer claim

C.
giving an employee a poor review

D.
cutting back employees' work hours

E.
rejecting a colleague's idea

C

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

A.
laying off an employee

B.
rejecting a customer claim

C.
giving an employee a poor review

D.
deciding to no longer use a supplier

E.
rejecting a colleague's idea

A

Which of the following is most likely to be communicated in writing?

A.
rejection of a colleague's idea

B.
the decision to cut employees' hours

C.
a poor review of an employee's performance

D.
the decision to lay off an employee

E.
termination of a long-term supplier's contract

A

Which of the following is the best example of a less-direct message?

A.
Employees will have to bear a salary cut due to the recession.

B.
Your last quarter's performance rating is low due to your absenteeism.

C.
The warranty clause has expired, so we will not be able to replace your television.

D.
This employment contract is terminated, because you have failed to meet our quality standards.

E.
Your idea has been judged infeasible because of the company's lack of funds.

C

Oskar has to write a letter rejecting a customer's request for a replacement for her five-year-old air conditioner, which is past its warranty. Which of the following is an appropriate buffer statement he might use?

A.
I am sorry to hear that your air conditioner has broken down during this heat spell.

B.
Are you certain you did the recommended yearly maintenance of your air conditioning unit?

C.
We are sorry that the air conditioning unit we installed is no longer working.

D.
The warranty on your air conditioning unit expired two years ago.

E.
Our records show that you decided not to renew your service contract when we contacted you.

A

An email that rejects a colleague's idea should ideally start with a(n)

A.
list of the problems the organization will face because of the idea.

B.
reference to shared work goals.

C.
explanation of the idea's immediate negative impacts.

D.
logical criticism of the colleague's idea.

E.
list of other colleagues who disliked the idea.

B

A person who has to deliver bad news should avoid

A.
using a neutral subject line for the message.

B.
including a short buffer at the beginning of the message.

C.
expressing sympathy to the readers.

D.
taking the blame for something that is not his or her fault.

E.
providing a rationale for the unfavorable decision made.

D

McKenzie has to tell his subordinates about a company-wide freeze on wages. In his message, he should end with

A.
a buffer.

B.
a focus on his own concerns.

C.
an expression of goodwill.

D.
a blaming statement.

E.
a teaser message.

C

Juana wants to reject her colleague's idea. To deliver this bad news effectively in writing, she should

A.
use a lot of jargon in her message.

B.
use a simple design for her message.

C.
avoid the use of buffer statements.

D.
ensure that the message looks slick.

E.
use a direct message structure.

B

As a result of the mum effect, the message that reaches the top executives of an organization is usually

A.
clear and specific.

B.
falsely positive.

C.
delayed and outdated.

D.
highly credible.

E.
explicit and direct.

B

Research on Uno Motor Corp. revealed that the company shows signs of the mum effect. As a result, Uno Motor is likely to

A.
underperform year after year.

B.
succeed on most projects.

C.
develop a transparent culture.

D.
accurately state bad news.

E.
build its credibility with employees.

A

Which of the following is an example of an external partner for a snack food company?

A.
Bill owns 50 shares of company stock.

B.
Fran has worked for the company for the last 13 years.

C.
Joyce visits the company annually to evaluate quality control.

D.
Mega Munchies is the company's major competitor.

E.
Alice begins working as the company's chief financial officer.

C

Ace Machines has been using batteries supplied by its long-term vendor Thorium Inc. in all its products. Recently, a competitor of Thorium agreed to provide superior batteries at the same price, so Ace Machines has decided to change its supplier for batteries. The most appropriate way for the purchasing manager at Ace Machines to convey this bad news to Thorium is to

A.
avoid using nonverbal behavior to show concern and appreciation.

B.
use general but legal language in the written message.

C.
avoid starting the written message with a buffer or a teaser statement.

D.
provide a clear rationale and specific feedback in the written message.

E.
use a direct message structure over an indirect message structure.

D

Which of the following is the most effective way of delivering a bad-news message to a long-term client?

A.
Minako uses you-voice in her written message to deliver the bad news.

B.
Brian provides long descriptions of what the client did wrong.

C.
Sandra meets with the client, provides a rationale, and discusses impacts.

D.
Tommy leaves a voice message on the client's telephone.

E.
Calvin writes a letter couching the decision in legal language.
In

C

Veronica, a sales manager at West Wind Apparel Company, is reviewing the performance of her team. She observes that one of her subordinates, Melissa, has performed poorly in the last quarter. While giving Melissa a negative performance review, Veronica should ensure that she

A.
sugarcoats the bad news by placing it between compliments.

B.
focuses on Melissa's attitudes and intentions.

C.
uses primarily a backward-looking tone.

D.
asks for Melissa's perspectives on her poor performance.

E.
uses an accusatory or a confrontational tone.

D

At an annual training meeting, Watson says, "Managers have to stop using the good news-bad news-good news approach for performance reviews. It gives poor performers a false sense that their work is acceptable." Watson is asking the managers to stop applying the ______ approach to delivering bad news.

A.
sandwich

B.
teaser

C.
buffer

D.
sugarcoat

E.
direct

A

Which of the following is the best example of setting measurable and realistic expectations?

A.
Jessica tells Halim that she believes he can turn things around for his next performance review.

B.
Marsha tells Eddie, a machine operator, to reduce the defective parts he produces by 60 percent.

C.
Pablo tells Rachel, one of his sales people, that he expects a sharp improvement in her sales figures.

D.
Mark asks Ben to help ensure that the market share of the company increases.

E.
Keisha informs Roger that she expects to see an improvement in his output as soon as possible.

B

A person with high emotional intelligence will usually

A.
manage emotions to respond constructively to negative feedback.

B.
remain unaware of the negative emotions he or she feels.

C.
respond to negative feedback by criticizing the other person.

D.
display withdrawal during negative feedback.

E.
seek and accept only positive feedback.

A

During a difficult performance review, a person with high emotional intelligence is most likely to

A.
point out the supervisor's mistakes.

B.
avoid future interactions with the supervisor.

C.
rationalize the conduct being criticized.

D.
accept the negative feedback.

E.
respond with the silent treatment.

D

Which of the following statements made by an employee would be a counterproductive response to a negative review?

A.
Getting negative feedback from my boss irritates me.

B.
It is my responsibility to accept the feedback and improve myself accordingly.

C.
The feedback I get from my boss will facilitate my career advancement.

D.
Negative feedback is a part of the boss's job and mine.

E.
My performance on the job is not related to whether my boss likes me.

A

Raven is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, reminds herself that getting an honest assessment of her work will only help her. This means that Raven

A.
is reframing her thoughts to foster a constructive conversation.

B.
is displaying counterproductive response to negative emotions.

C.
is an individual with low emotional intelligence.

D.
is incapable of identifying the negative emotions she is feeling.

E.
is displaying signs of defensiveness, denial, and withdrawal.

A

Catherine heads a sales team, and most of her subordinates have performed well. However, one of the team members, Dave, has been performing poorly. Catherine has created a file that records Dave's performance issues and contains a few emails from colleagues criticizing him. While delivering the negative feedback to Dave, Catherine should

A.
focus on the poor attitude that Dave's posture and expression reveals.

B.
keep the negative emails from other colleagues private.

C.
ask Dave why he cannot be more like the other team members.

D.
give Dave the goal of doing better within a short time.

E.
focus on pointing out mistakes rather than problem solving.

B

When reviewing your bad-news message, which of the following questions will help you evaluate the "impacts" aspect of the FAIR test?

A.
Are my motives clear, or will others perceive that I have a hidden agenda?

B.
Is my perspective of the facts influenced by defensiveness, favoritism, or some other bias?

C.
Have I stated the message in a way that recognizes the inherent worth of others?

D.
Am I doing what I can to provide appropriate opportunities to the bad-news recipients?

E.
Is the rationale for this bad news based on sound facts and conclusions?

D

Which of the following questions should you use while reviewing your bad-news message to evaluate the "facts" aspect of the FAIR test?

A.
Have I gathered all the relevant information and examined various accounts of the same event?

B.
Have I considered all the ways in which this message will impact others in the near term and long term?

C.
What have I done to lessen the negative impacts on recipients?

D.
Have I stated the message in a way that recognizes the inherent worth of others?

E.
What am I doing to provide appropriate opportunities to the bad-news recipients?

A

Antwan has to plan a business presentation. The last step in his planning should be to gain a deeper understanding of the needs of his audience.

FALSE

The higher the knowledge level of your listeners, the more presentation time you should spend informing them

FALSE

Professionals with green motivational value systems are most attracted to action-oriented and results-oriented language and logic.

FALSE

Your colleague tells you that she is worried about persuading the audience to listen to her presentation. You should advise her to make her preview as compelling as possible.

TRUE

Starting a presentation by telling the story of your company is usually effective at capturing audience attention and providing helpful background.

FALSE

You should use as many slides in a presentation as possible to make sure you cover all aspects of your message or story.

FALSE

Slides that have visible white space seem skimpy and give the presentation an unprofessional appearance.

FALSE

The use of high-contrast backgrounds and colors in your slides causes eye fatigue and makes it harder for the audience to process the content.

FALSE

You should avoid seeking the help of public relations specialists when developing high-stakes presentations because they will make it too slick or glib.

FALSE

The main purpose of including true stories in presentations is to entertain.

FALSE

When you are giving a presentation, your audience is likely to judge you as caring if you

A.
have two or three well-developed takeaway messages.

B.
are honest about the sources of your information.

C.
show that you clearly know what you are talking about.

D.
offer your views transparently.

E.
show that you are interested in the needs of your audience.

E

When you are giving a presentation, your audience is likely to judge you as having character if you

A.
have two or three well-developed takeaway messages.

B.
base your recommendations on facts.

C.
show that you clearly know what you are talking about.

D.
offer your views transparently.

E.
show that you are interested in the needs of your audience.

D

Which of the following is related to the final step in the AIM planning process?

A.
applying the story line approach to your presentation

B.
analyzing your audience to make sure you are addressing their needs

C.
deciding how to speak to the audience in a way that is appealing and easy to follow

D.
constructing your message to focus on the key takeaway concepts

E.
developing your ideas by identifying the key facts and conclusions related to your topic

D

Which of the following is related to the first step in the AIM planning process?

A.
constructing your message to focus on the key takeaway concepts

B.
analyzing your audience to make sure you are addressing their needs

C.
developing your ideas by identifying the key facts and conclusions related to your topic

D.
providing supporting points for key concepts throughout the message

E.
applying the story line approach to your presentation

B

By doing audience analysis, Radika discovers that the people she will be giving her sales presentation to know very little about her product. Because of this, she is likely to decide to

A.
involve them in her presentation.

B.
eliminate bulleted and numbered lists from her slides.

C.
use only emotional appeals in her presentation.

D.
spend more presentation time informing the audience.

E.
include multiple anecdotal stories that highlight her company.

D

If you want your presentation to appeal to professionals with a green motivational value system, you should

A.
discuss immediate goals.

B.
use relationship-centered terms.

C.
use dispassionate, precise language.

D.
blatantly appeal to emotion.

E.
stress the benefits to different stakeholders.

C

If you want your presentation to appeal to professionals with a blue motivational value system, you should

A.
discuss immediate goals.

B.
use relationship-centered terms.

C.
use dispassionate, precise language.

D.
blatantly appeal to emotion.

E.
stress the benefits to different stakeholders.

B

Victor works for a manager who has a hub motivational system. In presentations to his manager, Victor should use language that is

A.
action oriented.

B.
results oriented.

C.
characterized by precision.

D.
option oriented.

E.
relationship-centered.

D

Enrique is giving a presentation to convince his managers that offering yoga classes at work will improve productivity because it will help employees clear their minds. Which of the following aspects of his presentation shows that he is trying to include kinesthetic learners?

A.
He has several photographs of the activities the class will do.

B.
He has a slide that lists bulleted points giving the benefits of yoga.

C.
He has practiced speaking in a confident, clear voice.

D.
He will ask the audience to stand and do a simple yoga pose.

E.
He will practice with a colleague to make sure his voice carries sufficiently.

D

The beginning of your presentation is critical because

A.
it helps gain audience buy-in on specific actions.

B.
it helps you identify the key decision makers in your audience.

C.
it helps you understand your audience members' chief concerns.

D.
audience members form quick impressions about you and your message during this time.

E.
audience members are more willing to take some type of risk during this time.

D

What is one of the purposes of the preview in a presentation?

A.
to provide examples, illustrations, analogies, and quotations to support the main point

B.
to identify the key decision makers in your audience

C.
to broaden the message enough to accommodate everyone's interests

D.
to generate interest among the audience

E.
to gain buy-in on specific actions

D

What is the purpose of an overview?

A.
to broaden the message enough to accommodate everyone's interests

B.
to provide examples, illustrations, analogies, and quotations to support the main point

C.
to identify the key decision makers in your audience

D.
to provide a recap of the key messages

E.
to show how your audience will benefit from the idea you are proposing

E

Which of the following is a purpose of a positioning statement?

A.
to provide a recap of the key messages

B.
to demonstrate value to the audience

C.
to identify the key decision makers in your audience

D.
to broaden the message enough to accommodate everyone's interests

E.
to provide examples, illustrations, analogies, and quotations to support the main point

B

Jamal begins his presentation on supplemental insurance by telling a dramatic story about an employee who was able to keep his home because of having such insurance. What type of attention-getter is this?

A.
a rhetorical question

B.
a vivid example

C.
a testimonial

D.
an intriguing statistic

E.
a challenge

B

Vicki begins her presentation on vacation policy by asking, "Have you ever been so busy that you couldn't take all your vacation time in a given year?" What type of attention-getter is this?

A.
a rhetorical question

B.
a vivid example

C.
a dramatic demonstration

D.
an unexpected exercise

E.
a challenge

A

Stan begins his presentation about a new type of spreadsheet software by showing managers a sample of how it works. What type of attention-getter is this?

A.
a rhetorical question

B.
an intriguing statistic

C.
a dramatic demonstration

D.
an unexpected exercise

E.
a testimonial or quotation

C

Ellis gives a presentation to propose that his company, Ingenius Inc., eliminate its traditional departments and replace them with flexible teams that will allow employees to move from project to project as needed. He decides to use the PREP method of justifying this position. Which of the following is an example of the second step in the method?

A.
He describes another company in their industry that has benefited from using the system he is urging Ingenius to adopt.

B.
He cites two studies that analyze the positive effects that adopting the flexible team system has on productivity.

C.
He closes by reiterating his position and summarizing the benefits he thinks Ingenius, Inc. will gain from adopting a flexible team system.

D.
He explains that, with the current structure, employees in one department may be underutilized while other departments are overtaxed.

E.
He opens by clearly stating that he favors a reorganization that eliminates departments in favor of flexible teams.

D

Khandi gives a presentation to advocate that her employer, Let-Us Ltd., which offers services such as personal shopping and event planning to assist busy professionals, expand its offerings to include dog walking. She decides to use the PREP method of justifying this position. Which of the following is an example of the third step in the method?

A.
She cites a personal services company in another city that increased its business by adding dog walking to its services.

B.
She describes how busy professionals view their pets as family members, almost like children.

C.
She reiterates her position that adding dog walking to the company's services would increase business.

D.
She explains that many professionals feel guilty that their schedules do not allow them to give their pets enough attention.

E.
She opens by clearly proposing that Let-Us, Ltd. add dog walking to its list of services for busy professionals.

A

Your coworker LaRita has asked you to review her slide presentation. You notice that it is difficult to recognize and process the most important ideas and information. To help her fix this, what will you recommend that she change?

A.
She should limit her text to five words per line and three to four lines per slide.

B.
She should choose dark backgrounds and text colors.

C.
She should include a compelling image every few slides.

D.
She should use bold or italics to highlight key ideas.

E.
She should make sure her charts are large and complex.

D

You and your coworker Cho sit through a presentation that Cho laughingly describes as "death by PowerPoint." When you discuss the presentation afterward, you can think of only one thing the presenter did correctly. Which of the following characteristics of the presentation helped rather than hindered ease of processing?

A.
using low-contrast backgrounds and colors

B.
providing as much information as possible on every slide

C.
using 10-point fonts for body text

D.
eliminating most white space

E.
using simple charts and diagrams

E

You have created a presentation for work, and you ask a colleague to review it. Which of the following will your colleague tell you must be improved for ease of processing?

A.
You have only four to six lines of text of every slide.

B.
You used 14-point fonts for titles and 12-point fonts for body text.

C.
You kept a margin of white space as a border on every slide.

D.
You used bold to accent key ideas and italics to accent key terms.

E.
You used light yellow for the background and black for the text.

B

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation and presents the goal of improving the customer satisfaction rating from 80 percent to more than 95 percent. What aspect of a business story does this represent?

A.
the plot

B.
the setting

C.
the characters

D.
the resolution

E.
the moral or lesson

A

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After telling the story of a sandwich chain that trained its workers in a particular customer service approach, he says, "Within six months, their complaints dropped by half and their customer satisfaction increased by 18 percent." What aspect of a business story does that statement represent?

A.
the plot

B.
the setting

C.
the characters

D.
the resolution

E.
the moral or lesson

E

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After describing a sandwich chain that is similar to his company in size and target market, he explains the specific approach to training that the sandwich chain implemented in order to improve customer service. What aspect of a business story does his explanation about the training program represent?

A.
the plot

B.
the setting

C.
the characters

D.
the resolution

E.
the moral or lesson

D

Complying with audience requests is a bad idea as it will cause you to lose your train of thought.

FALSE

Using notes during a presentation is considered unprofessional.

FALSE

Janice has to give a 20-minute presentation. She will be able to keep the audience more engaged if she moves around the room.

TRUE

During a presentation, gesturing with your palms held down beckons the audience to accept your ideas.

FALSE

Making eye contact with audience members while presenting can distract you from your message.

FALSE

When in doubt, the safest way to dress is low-level business casual.

FALSE

Cinnamon was just hired as the manager of an office supply store. For her first day of work, she should wear low-level business casual, which projects creativity and friendliness.

FALSE

Speakers should pass out handouts during the first minute of a presentation because that is when audiences form their deepest impressions.

FALSE

When you are in the audience, you should distract the presenter by glancing at your mobile phone or yawning so you seem a better speaker by comparison.

FALSE

When colleagues work on team presentations, dividing up the presentation roles leads to a stilted, unnatural presentation style.

FALSE

During Macie's presentation, the manager of another department asked her for some statistics she did not have on hand. She promised to get it to him, looked up the statistics the next morning, and emailed them to him right away. Which aspects of credibility were enhanced by Macie's action?

A.
competence and compliance

B.
competence and caring

C.
caring and character

D.
competence and character

E.
caring and command

C

Which of the following is the best way to deliver presentations with authenticity?

A.
engaging in frequent name-dropping throughout the presentation

B.
talking about your abilities and achievements to impress your audience

C.
finding ways to present your real self to your audience

D.
attempting to learn the presentation techniques of great speakers

E.
avoiding the use of notes as they can be perceived as a sign of weakness

C

Which of the following should you do to quickly manage your nervousness before a presentation?

A.
Go for a strenuous physical workout right before the presentation.

B.
Think of all the things that could go wrong in the presentation so you can prepare.

C.
Take several deep breaths to quickly alleviate your anxiety.

D.
Drink a lot of caffeinated beverages so you will feel energized.

E.
Review your notes and avoid making eye contact with audience members.

C

Which of the following is one of the best ways to relax immediately before a presentation?

A.
gazing at someone who looks skeptical to motivate yourself

B.
speaking with audience members to break the ice

C.
imagining what could go wrong so you can develop a plan

D.
pacing around the room to work off tension

E.
drinking milk because it is calming

B

Hector wants to practice a relaxation technique before his presentation. Which of the following options should he avoid using?

A.
counting backward from 100

B.
listening to his favorite music

C.
thinking about the things he wants to achieve

D.
meditating

E.
stretching

C

In order to focus your presentation on people, you should

A.
avoid using presentation software or other technology.

B.
use a lot of "I" statements.

C.
include as many photographs as possible in your slides.

D.
make individuals and groups the subject of your sentences.

E.
stand where you will not be the center of attention.

D

Which of the following techniques will help you make your presentation about people?

A.
reading from your slides and letting the audience interpret them as they like

B.
introducing colleagues and referring to them by name during your presentation

C.
engaging in frequent name-dropping to show your network of contacts

D.
using examples from your personal life rather than from business contexts

E.
avoiding the use of charts and tables in your slides because numbers are impersonal

B

Which of the following will help you maintain a flexible approach during your presentation?

A.
arriving just before the presentation to avoid nervousness

B.
reading your entire message so you do not lose your place

C.
focusing on your agenda rather than the needs of the audience

D.
explaining any problems that disrupt the presentation

E.
knowing the key messages of your presentation

E

When you lose your train of thought during a presentation, you should

A.
start your presentation all over again.

B.
announce a short break that will allow you to collect your thoughts.

C.
read from your slides instead of trying to interpret them.

D.
tell a few jokes to distract the audience.

E.
pause until you regain your composure and your line of thinking.

E

Cathy works for a multinational company and has to make a presentation in a large conference room. To make sure that she uses the room to her advantage while delivering her presentation, Cathy should

A.
sit at the table with her colleagues so she appears equal to them.

B.
stand as close to her seated colleagues as possible so they look up to her.

C.
pace around the room so everyone has a chance to see her.

D.
stand upright behind a podium where she can place her notes.

E.
position herself in a corner so the attention is on her slides.

D

Which of the following is a guideline connected with the SOFTEN model of nonverbal communication?

A.
Go through your presentation quickly because most audiences have a short attention span.

B.
Lean back and lower your shoulders to convey self-confidence while presenting.

C.
Use your facial expressions to connect with your audience and show enthusiasm for your topic.

D.
Speak in a steady tone and avoid dramatic modulation of your voice as much as possible.

E.
Avoid gesturing with your hands, arms, body, and head as it is distracting.

C

According to the SOFTEN model of nonverbal communication, you should

A.
go through your presentations quickly to show respect for the audience members' time.

B.
face the audience directly with a slight forward lean and upright posture during a presentation.

C.
avoid making eye contact with your audience as you could lose your train of thought.

D.
point to the audience whenever you want them to remember a key point.

E.
gesture constantly with your hands, arms, body, and head to keep the audience engaged.

B

According to the SOFTEN model of nonverbal communication, during a presentation you should

A.
attempt to read your audience and get a sense for how much energy they have.

B.
speak very slowly to show how well you know your topic and how much you prepared.

C.
put your hands on your hips and fold your arms to convey authority.

D.
dress a little more casually than the audience is dressed.

E.
smile as much as possible to express your enthusiasm for your topic.

A

People often misread body language so you should

A.
stand behind a podium and grip it to keep from waving your hands.

B.
avoid making gestures as much as possible.

C.
pay attention to the audience so you can adjust what you are doing.

D.
plan your gestures ahead of time the way you would choreograph a dance.

E.
smile as much as possible to show that you have good intentions.

C

Nathaniel recently joined Anderson Enterprises, a multinational firm. He is confused about what to wear for a business meeting where he will have to make a presentation to important clients. Which of the following should Nathaniel wear?

A.
Nathaniel should wear tailored pants and a button-down, collared shirt without a tie.

B.
Nathaniel should wear a conservative business suit with a dress shirt and a necktie.

C.
Nathaniel should wear chinos with a button-down, collared shirt and no tie.

D.
Nathaniel should wear a sports coat or blazer and khaki pants.

E.
Nathaniel should wear a polo-type shirt with khakis and conservative footwear.

B

Business casual dress is intended to project

A.
a comfortable, relaxed feel while maintaining a high standard of professionalism.

B.
executive presence and seriousness along with a sense of authority.

C.
a balance between a sense of inaccessible authority and a flair for creativity.

D.
creativity and a strong sense of individuality.

E.
an image of importance, power, and rigidity.

A

Generally, formal business attire projects

A.
trustworthiness.

B.
creativity.

C.
friendliness.

D.
competence.

E.
approachability.

D

Geneva has joined a small design firm that prides itself on having a non-hierarchical, creative work environment. Which type of business dress would most likely be appropriate for this office?

A.
a tailored business suit with a skirt and a dress shirt

B.
a tailored business suit with pants and a dress shirt

C.
a blazer, a tailored shirt, and tailored pants

D.
a blazer, a tailored shirt, and a tailored skirt

E.
a tailored shirt with either pants or a skirt

E

Which of the following guidelines makes a presentation more effective?

A.
speaking to your audience not the screen

B.
standing still as you talk so as not to distract the audience

C.
using the slides as the primary source of information

D.
reading your slides rather than interpreting them

E.
starting your slides right away without preliminary remarks

A

Which of the following statements is a helpful guideline for presenting with slides?

A.
Do not practice your slides more than once or the presentation will go stale.

B.
Do not start your slides until after you have made preliminary remarks to your audience.

C.
Turn out the lights so that the audience can view your slides easily.

D.
Create slides that are complete enough not to need any interpretation.

E.
Avoid using blank slides as they may cause the audience to lose interest.

B

Which of the following professionals is making effective use of slides during a presentation?

A.
Martha starts her presentation with a slide of a chart rather than with opening remarks.

B.
Amy stares at her slides and reads them word for word to the audience.

C.
Colin stands in front of the slide projection and talks about the content.

D.
Roger uses animated effects every time he switches from one slide to another to jazz up the presentation.

E.
Juan displays a blank screen when he speaks for lengthy periods without referencing his slides.

E

Which of the following professionals is following one of the guidelines for effective slide presentations?

A.
Maria uses several fancy fonts to highlight key terms and concepts in her presentation.

B.
Leo turns off the lights in the room so his slides will be easier for the audience to see.

C.
Amanda uses a remote control to move from slide to slide so she can move around while presenting.

D.
Fred draws his audience's attention to his slides as the primary source of information.

E.
Sean displays abstract images on the screen when he speaks for lengthy periods without referencing his slides.

C

Which of the following should be avoided during most presentations?

A.
turning off the lights

B.
using blank slides

C.
standing to the side of the projection area

D.
interpreting the slides

E.
speaking before the slide show

A

Which of the following should you do during a presentation?

A.
Keep the previous visual on the screen when you speak for lengthy periods.

B.
Interpret your slides rather than just reading them.

C.
Stand in front of the slide projection area so you can point to it.

D.
Avoid making a personal connection with your audience.

E.
Stand still as you talk to avoid distracting the audience.

B

Which of the following is the most appropriate type of handout to pass out during a presentation?

A.
a printout of a complex budget

B.
a copy of the presentation slides

C.
a hard copy of the text of the message

D.
a pie chart or bar chart

E.
a list of the key takeaway messages

A

Which of the following presenters interacts most effectively with the audience during a question-and-answer session?

A.
Barry answers questions without taking the time to think about them.

B.
Ricardo changes the subject if someone asks him a question he does not know.

C.
Malik always provides elaborate answers to audience members' questions.

D.
Rebecca believes reframing questions to match her agenda is unethical.

E.
Judith thanks each member of the audience who asks a question.

E

If someone asks you something you do not know during a question-and-answer session, what should you do?

A.
Reframe the question and then give an answer that fits your agenda.

B.
Make up the best answer you can.

C.
Change the subject as quickly as possible.

D.
Admit that you do not know and offer to find the information.

E.
Ask the questioner why he or she wants to know.

D

Which of the following is an important principle for effectively interacting with the audience during presentations?

A.
Never pause before answering a question.

B.
Give short responses as they are more effective.

C.
Never admit that you do not know the answer.

D.
Reframe questions to match the audience's agenda.

E.
Restrict the number of questions to a minimum.

B

How can you be a supportive audience member?

A.
Avoid eye contact with the presenter as this may cause him or her to lose focus.

B.
Avoid behaviors such as yawning that may distract the presenter.

C.
Ask repeated questions during and after the presentation.

D.
Point out any errors or typos that you notice in the presentation.

E.
Publicly offer the presenter advice on making the presentation more useful.

B

Which of the following audience members is being rude to the presenter?

A.
Candace nods at points she agrees with.

B.
Karl sits up straight throughout the presentation.

C.
Ralph keeps his eyes directed toward the PowerPoint slides.

D.
Lei watches the speaker except when she jots down important notes.

E.
Frank pulls up his cuff to check his watch every five minutes.

K

Which technique helps team presentations to be more seamless?

A.
working independently on research and writing up until the presentation

B.
using transitional phrases to pass speaking roles from one to the next

C.
keeping your head down when other team members are speaking to keep the focus on them

D.
assigning team roles to people who need to improve in the particular skill that the task requires

E.
avoiding reference to each other's names to present more of a team identity

B

Which of the following is the best example of a transition between speakers?

A.
Jerry sits down, and Angela stands up and starts speaking.

B.
Zelda introduces Leonard by previewing his three main points.

C.
Bill introduces Cheri by telling a funny story about her.

D.
Leah introduces Trish by saying what general topic she will discuss.

E.
Marc sits down. After a pause, Harold says, "I guess it's my turn."

D

MGT final - Subjecto.com

MGT final

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Business professionals who fail to do audience analysis for routine messages lose credibility

FALSE

Very general messages keep readers from being bogged down in detail and add to the sender’s credibility.

FALSE

A failure to set expectations for subordinates can damage a professional’s credibility.

TRUE

Messages that provide directions and messages that set expectations both involve telling others what to do.

TRUE

To make sure a claim is responded to in the way you want, be sure to use emotional and accusatory language.

FALSE

A business professional who becomes aware of harming others and who makes an apology has demonstrated cultural intelligence.

FALSE

Which question will help you to establish credibility with the readers of your routine messages?

A.
What information does the audience need, and how do they want to receive it?

B.
How can I use this message to show off my experience and accomplishments?

C.
How can I trim as much detail as possible from this message?

D.
What is the most persuasive argument that I can make in this message?

E.
What type of formatting will draw the most attention to my design skills?

A

Which of the following will damage the credibility of the author of routine messages?

A.
a too-direct subject line

B.
the use of short paragraphs

C.
the use of bulleted lists

D.
short, concise messages

E.
overly general messages

E

Why is efficiency one of the primary goals when sending routine messages?

A.
Routine messages require in-depth analysis.

B.
Routine messages contain elaborately detailed content.

C.
The structure of routine messages is pyramid shaped.

D.
The volume of routine messages is high.

E.
Most professionals rarely write routine messages.

D

Which of the following is true about developing routine messages?

A.
Routine messages have very few purposes.

B.
Routine messages do not need to be planned.

C.
Routine messages have little effect on credibility.

D.
Routine messages need to be reviewed.

E.
Routine messages are not composed very often.

D

Which statement about audience analysis for routine messages is true?

A.
Routine messages are not important, so audience analysis is unnecessary.

B.
Top management is usually the audience for routine messages, so audience analysis is vital.

C.
Most routine messages do not contain much content, so little audience analysis is needed.

D.
The audience is likely to respond positively to routine messages, so little audience analysis is needed.

E.
Routine messages are not composed very often, so audience analysis must be thorough.

D

What is the main challenge that authors of routine messages have to overcome?

A.
Finding enough facts to write a routine message is difficult.

B.
Readers receive so many routine messages that it is hard to catch their attention.

C.
Routine messages require substantial evidence to document their claims.

D.
Knowing what the audience wants from a routine message can be very difficult.

E.
Most routine messages have complex content that is difficult to simplify.

B

What is the advantage of front-loading a routine message?

A.
It ensures that the tone of your message is other-oriented.

B.
It enables you to elaborate on non-important matters at the end.

C.
It is an efficient way to make an email less bulky.

D.
It ensures that the recipients perceive your message as unbiased.

E.
It makes it easier to grab the reader’s attention.

E

The step of idea development for routine messages primarily involves

A.
coming up with persuasive arguments to support your claim.

B.
asking yourself how to grab the reader’s attention.

C.
identifying and gathering relevant, accurate, and up-to-date information.

D.
checking for typos and any signals that you have ignored the needs of others.

E.
requesting feedback about the message from trusted colleagues.

C

Which of the following should you focus on during the drafting stage for routine messages?

A.
audience analysis

B.
idea development

C.
message structuring

D.
front-loading the message

E.
gathering accurate information

D

Which of the following is most likely to take place during the drafting stage?

A.
creating a professional and helpful tone

B.
ensuring that the message contains all needed information

C.
identifying the primary message and key points

D.
checking for typos

E.
conducting audience analysis

A

While drafting a routine message, you should

A.
avoid using bullets or numbers.

B.
use very long sentences and paragraphs.

C.
ensure the tone of the message is reader-centered.

D.
place the primary message at the end.

E.
avoid using the recipient’s name.

C

Many routine business messages involve such things as teams coordinating their assignments, customers buying products, and colleagues asking if they can meet. Such messages are known as

A.
requests.

B.
expectations.

C.
apologies.

D.
claims.

E.
announcements.

A

When making requests, ______ goes a long way in maintaining goodwill.

A.
using a self-oriented, positive tone

B.
ordering people to complete a task

C.
keeping the subject line mysterious

D.
showing respect for the recipient’s time

E.
omitting the rationale for the request

D

Which of the following accurately describes the act of setting expectations for others?

A.
Only senior managers ever have to set expectations for their subordinates.

B.
First-time managers are the people who are most comfortable telling others what to do.

C.
Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace.

D.
The way in which you set expectations for others will not affect your credibility.

E.
Stating goodwill in a message for setting expectations conveys weakness.

C

Failure to set expectations will most likely lead to

A.
employee goodwill.

B.
team building.

C.
increased self-determination.

D.
professional disappointments.

E.
honored claims.

D

Lok meets with the team he oversees, passes out some guidelines for how they should communicate and cooperate with one another on an upcoming project, and asks if they have any questions. What aspect of setting expectations has Lok just done?

A.
describing responsibilities

B.
setting deadlines

C.
stating goodwill

D.
discussing coordination

E.
designating tasks

D

In the context of setting expectations, what does it mean to describe responsibilities?

A.
encouraging employees to engage in networked communication to solve problems

B.
designating tasks and work outcomes to certain employees

C.
setting out the timeline by which the work should be accomplished satisfactorily

D.
providing guidelines for how employees should communicate and cooperate with one another

E.
identifying a potential crisis and developing a strategy for avoiding it

B

Lok meets with the team he oversees and gives each team member a spreadsheet that shows when various stages of the project are due. The assignments for each team member are shown in a different color. What aspect of setting expectations has Lok just done?

A.
describing responsibilities

B.
setting deadlines

C.
stating goodwill

D.
discussing coordination

E.
providing guidelines

B

When you describe your own role and responsibilities to supervisees, they are more likely to

A.
see you as domineering and self-obsessed.

B.
acknowledge your leadership and accept all your decisions.

C.
hold you responsible for everything.

D.
realize that you and they are mutually accountable.

E.
become more reluctant to be open with you.

D

Which of the following components is usually found in a set of directions but not in a set of expectations?

A.
an explanation of the work outcome

B.
a description of responsibilities

C.
a set of deadlines

D.
step-by-step instructions

E.
guidelines for working with others

D

Which of the following is a good way to write directions?

A.
Compose the message entirely in passive voice.

B.
Do not complicate the message with additional tips.

C.
Put the different steps in a numbered or bulleted list.

D.
Write the steps using the I-voice.

E.
Summarize all the directions in the subject line of the message.

C

Hannah receives an email from Keith, a subordinate who is about to start analyzing a market research report. Keith has never done this before, so he sends Hannah a long paragraph that contains five questions about the assignment. What is the best way for Hannah to respond to Keith?

A.
by inserting her answers directly into Keith’s paragraph

B.
by giving a general summary of the process that does not directly answer Keith’s questions

C.
by writing a new paragraph that contains all her answers

D.
by writing her answers to the questions as a numbered or bulleted list

E.
by telling Keith that he should model his work on the analysis she did last year

D

Many employees gloss over announcements because announcements

A.
are typically written in an other-oriented tone.

B.
typically consist of requests for claims.

C.
are broadcast to a large number of employees.

D.
are rarely interesting to read.

E.
are complicated to understand.

C

How can you prevent employees and customers from ignoring announcements?

A.
Reward customers and employees for reading announcements.

B.
Ask employees and customers to take turns writing the announcements.

C.
Include links to funny articles or videos in every announcement.

D.
Use a specific, catchy subject line that creates interest.

E.
Request a read receipt for each announcement.

D

A message that makes a claim is most likely to close with

A.
the rationale for the claim.

B.
an emotional reason for the claim.

C.
an announcement.

D.
a call to action.

E.
a step-by-step direction.

D

Which of the following is most likely to be a component of an appreciation message?

A.
an attention getter

B.
a quick rationale

C.
a call to action

D.
a goal for the message

E.
a deadline for a task

B

Which of the following accurately describes appreciation messages?

A.
Your appreciation messages should include several statements about yourself.

B.
Your appreciation message should include exaggerated displays of gratitude.

C.
You should avoid explaining why you feel grateful because that sounds defensive.

D.
You should begin your appreciation messages with an expression of thanks.

E.
Your appreciation messages should have an informal tone when sent to clients.

D

To show your sincerity in an appreciation message, you should

A.
include exaggerated displays of gratitude.

B.
avoid including a rationale for the gratitude.

C.
make sure that your message is extremely formal.

D.
focus exclusively on the recipient.

E.
include a call to action at the end of the message.

D

Which of the following is true of apologies?

A.
Offenses caused by personality clashes do not warrant apologies.

B.
It is always good to apologize regardless of whether you are right or wrong.

C.
Not all apologies are necessarily good apologies.

D.
Business professionals who are high in emotional intelligence never apologize.

E.
Apologies are necessary only when you harm someone on purpose.

C

Which of the following is most likely to be a component of a message that expresses sympathy for a death?

A.
gaining attention

B.
offering support

C.
taking responsibility

D.
providing rationale

E.
providing directions

B

Which of the following is a common component of all routine messages, including messages that express sympathy?

A.
a statement of goodwill

B.
deadlines

C.
a rationale for a claim

D.
a thank you statement

E.
an attention getter

A

Which of the following is a good guideline for messages that express sympathy?

A.
Avoid sending sympathy messages to people with whom you have only professional relations.

B.
In the case of death, avoid mentioning the name of the deceased person in the message.

C.
Pay the most attention to using exactly the appropriate words.

D.
Handwrite your expression of sympathy whenever possible.

E.
Compose long and elaborate messages to express sympathy.

D

The ability to persuade others requires a strong listening orientation

TRUE

Jerry usually determines what is right, correct, or desirable by seeing what others do. This is an example of the principle of reciprocation.

FALSE

Holly tends to be more easily persuaded by people she likes. This demonstrates the principle of authority.

FALSE

When Cary writes a message to persuade customers that trying a new product will increase their sex appeal, he chooses to make it indirect and implicit. Cary has chosen a common approach for such a message.

TRUE

Compared to you-voice, we-voice is more effective at letting customers and clients know that you have considered their interests

FALSE

In an internal persuasive message, Hadassah implies that she has every confidence in the officers of the company who are implementing the new policy the message discusses. This makes her message more persuasive to readers.

TRUE

Internal persuasive messages tend to be less direct and explicit than external persuasive messages.

FALSE

An email from the head librarian asking community members to donate to the food drive at the local library is an external persuasive message.

TRUE

The most important step in the AIDA model for mass sales messages is D—description of the problem.

FALSE

The FAIR test is seldom used for evaluating persuasive messages because they are not fact based

FALSE

Persuasion almost always involves

A.
threatening your audience to make them accept your line of thinking.

B.
dealing with someone who is open to different ideas.

C.
communicating with someone who thinks differently than you do.

D.
using any means short of a fistfight to get your point across.

E.
forcing someone to think the way you do.

C

The aim of persuasion is to

A.
develop a plan of action to deal with a crisis.

B.
increase your credibility in the eyes of your audience.

C.
express sympathy for a loss suffered by your audience.

D.
express gratitude toward your audience.

E.
help your audience find the value in your position.

E

Which statement accurately describes persuasion in the post-trust era?

A.
In the post-trust era, persuasion is rarely employed because it no longer works.

B.
In the post-trust era, threats are the best persuasive technique.

C.
In the post-trust era, the link between credibility and persuasion has diminished significantly.

D.
In the post-trust era, persuasion is becoming increasingly difficult.

E.
In the post-trust era, persuading your audience is easier because of social media.

D

Which statement about persuasive messages is accurate?

A.
The vast majority of business messages are persuasive messages.

B.
Persuasive messages require a message structure that helps reduce resistance.

C.
Persuasive messages do not need as much planning as other business messages.

D.
Persuasive messages are very similar to messages that express appreciation.

E.
The success of persuasive messages seldom depends on the author’s credibility.

B

Anwar is planning a persuasive message to try to convince his colleagues to contribute to their company’s holiday clothing drive. The most effective argument he can use will be an argument that

A.
relates the clothing drive to their need to feel good about themselves.

B.
makes them feel guilty if they do not contribute.

C.
shows how much effort Anwar has put into planning the event.

D.
belittles the holiday charitable drives of competing companies.

E.
emphasizes how much their company wants to outshine a rival company’s drive.

A

In the context of developing persuasive messages, the process of understanding the needs and values of others

A.
is simple and happens quickly.

B.
requires a strong listening orientation.

C.
is a part of the FAIR test.

D.
is done after message structuring.

E.
has little effect on persuasiveness.

B

A colleague asks you for advice on how to understand the audience of his persuasive message. Which of the following pieces of advice will you offer?

A.
Focus on their values but not their needs.

B.
Ask as few questions as possible to avoid annoying them.

C.
Wait until the message is perfected before choosing the right audience.

D.
Consider the psychological principles that impact people’s decisions.

E.
Use the FAIR test to conduct audience analysis.

D

In order to encourage participation in a walkathon, the organization arranging the event offers free items, such as a T-shirt or a water bottle, to all the participants. Which of the following principles of influence is being used?

A.
liking

B.
authority

C.
scarcity

D.
reciprocation

E.
social proof

D

Sautéed, a restaurant in California, specializes in sautéed food. The restaurant holds a highly popular bash, featuring well-known DJs, on the last Saturday night of every month. The restaurant offers event-passes to frequent customers (who must have been billed at least $3,000 during the current month) for free. A limited number of passes are available to other customers at a high price one day prior to the event. Which principle of influence is the restaurant using?

A.
liking

B.
authority

C.
scarcity

D.
consistency

E.
reciprocation

C

Ralph and Shane have been best friends for more than twenty years, and they influence each other’s shopping choices. When they are shopping for colognes, however, Ralph picks a cologne endorsed by his basketball idol, and Shane opts for one endorsed by his favorite pop singer. In this case, which principle of influence has affected their purchasing choices?

A.
reciprocation

B.
liking

C.
scarcity

D.
consistency

E.
authority

E

Which of the following is true of trying to persuade through emotion?

A.
Most people justify business decisions based on emotions, not reason.

B.
Business communicators should avoid injecting emotions into their persuasive messages.

C.
Emotion cannot persuade customers because they do not become attached to products and services.

D.
Business communicators understand that resistance to ideas, products, and services is often emotional.

E.
Effective sales communications should avoid appealing to the core emotional benefits of products, services, or ideas.

D

In the context of developing persuasive messages, which of the following is most likely to help you demonstrate a voice of competence?

A.
using only emotional appeals in your persuasive messages

B.
developing strong ideas in the interest of your audience

C.
adopting the tone of mass advertising such as over-the-top appeals

D.
focusing only on logical appeals

E.
using the I-voice in external persuasive messages

B

A message is said to be indirect when it

A.
provides the rationale for a request before making the request.

B.
expresses gratitude toward or appreciation of the readers.

C.
contains full and unambiguous meaning.

D.
requires reading between the lines to gauge the entire meaning.

E.
politely asks people to do or think differently.

A

Which statement about choosing attention-getters for persuasive messages is true?

A.
For external persuasive messages, the primary means of gaining attention is demonstrating a business need.

B.
Writers have more flexibility choosing attention-getters for internal persuasive messages than for external persuasive messages.

C.
Issuing a challenge is a poor attention-getter, but its use should be avoided in persuasive messages.

D.
Posting a testimonial is a good attention-getter, particularly for external messages.

E.
Posing a rhetorical question is an attention-getter that writers should avoid in the post-trust era.

D

The first task of most persuasive messages is to

A.
express gratitude to the readers.

B.
gain the attention of the readers.

C.
provide a strong rationale.

D.
establish that a problem exists.

E.
appreciate the readers’ views.

B

Which of the following will help you reduce skepticism once you have described your solution?

A.
restating the need for the solution

B.
showing appreciation for your readers’ views

C.
discussing positive points about your competitor’s products

D.
agreeing with your readers’ objections

E.
providing a strong rationale

E

If your audience is emotionally resistant to your solution, a good practice is to

A.
provide the rationale before making the request.

B.
use the direct approach to help them warm up to your ideas.

C.
use statements that are vague and ambiguous.

D.
use the hyped-up language of mass advertising.

E.
make a request but avoid providing a rationale.

A

When you reduce the confidence and positivity in your message, you run the risk of

A.
being perceived as pushy.

B.
being perceived as an exaggerator.

C.
making your message seem self-serving.

D.
making your idea seem weak or unexciting.

E.
appearing to focus only on logic.

D

The writing style of your persuasive messages should be

A.
action-oriented and lively.

B.
unbelievable and enthusiastic.

C.
dull or unexceptional.

D.
pushy and exaggerated.

E.
direct and explicit.

A

Using the "you-voice" is most appropriate to emphasize

A.
shared work goals in internal persuasive messages.

B.
reader benefits in external persuasive messages.

C.
product features in internal persuasive messages.

D.
shared ideas in external persuasive messages.

E.
an impersonal tone in all persuasive messages.

B

It is most appropriate to use an impersonal voice in

A.
persuasive messages to emphasize shared work goals.

B.
external persuasive messages to emphasize reader benefits.

C.
internal persuasive messages to deemphasize self-centeredness.

D.
persuasive messages to emphasize objectivity.

E.
external persuasive messages to depersonalize the message.

D

Which statement accurately describes the use of you-voice in persuasive messages?

A.
Writing in the you-voice to customers is just a stylistic choice.

B.
Using the you-voice deemphasizes customer benefits.

C.
Using the you-voice forces you to personalize the message for your readers.

D.
Using the you-voice implies a high level of self-centeredness.

E.
Using the you-voice in persuasive messages emphasizes the writer’s objectivity.

C

Which of the following is a result of making tangible statements in persuasive messages?

A.
It lets the I-voice take center stage over the you-voice.

B.
It focuses on your company and deemphasizes benefits to your customer.

C.
It is just a stylistic choice and has no outcomes of its own.

D.
It adds to the excitement of the message.

E.
It allows your readers to sense the impact on a personal level.

E

The use of the we-voice is an appropriate way to

A.
emphasize shared work goals in internal persuasive messages.

B.
emphasize reader benefits in external persuasive messages.

C.
deemphasize self-centeredness in internal persuasive messages.

D.
emphasize objectivity in persuasive messages.

E.
depersonalize external persuasive messages.

A

Which of the following best summarizes the differences between internal and external persuasive messages?

A.
Internal persuasive messages emphasize self-centeredness, whereas external persuasive messages emphasize reader needs.

B.
While internal persuasive messages raise a need, external persuasive messages provide a rationale.

C.
Internal persuasive messages focus on promoting ideas, whereas external persuasive messages focus on promoting products.

D.
Internal persuasive messages tend to be slightly more indirect and implicit than external persuasive messages.

E.
Internal persuasive messages use the you-voice, whereas external persuasive messages that use the I-voice.

C

Internal persuasive messages tend to be

A.
more indirect than external persuasive messages.

B.
more implicit than external persuasive messages.

C.
based on emotional appeals.

D.
based on logical appeals.

E.
more author-centered than reader-centered.

D

Sandy is writing a brochure to explain the benefits of buying produce from local farmers at the farmers’ market rather than from chain grocery stores. Which of the following is most likely to make her brochure effective?

A.
stories about local farm families who participate in the farmers’ market

B.
statistics about how much money is spent at farmers’ markets nationally

C.
statements to make people feel guilty about not supporting local farmers

D.
information about how much fuel is saved by not shipping produce long distances

E.
a lecture about how important it is to put money into the local economy

A

Chinua is making a brochure to explain to customers the benefits of having their hot water heaters flushed every year. Which of the following will make the brochure more persuasive?

A.
Use the I-voice to convey his expertise.

B.
Dismiss any objections that customers might have.

C.
Use formatting to make each benefit stand out.

D.
Include national statistics about hot water heaters.

E.
Try to make people feel guilty for not maintaining their heaters.

C

Which of the following is a component of the AIDA approach to mass sales messages?

A.
gaining attention

B.
discussing ideas

C.
analyzing deadlines

D.
making announcements

E.
answering queries

A

The AIDA model of mass sales messages is aimed at getting customers to think

A.
"I’ve seen this product or service before."

B.
"What is the benefit of this product of service?"

C.
"This business wants my money."

D.
"I want this product or service."

E.
"Famous people use this product or service."

D

It is important to ask colleagues to review persuasive messages because persuasive messages

A.
use more formal language than other business messages.

B.
are more personal and idiosyncratic than other business messages.

C.
use difficult direct structure and explicit language.

D.
are directed to people who resist your ideas, products, or services.

E.
must be extremely objective and neutral to be effective.

D

One advantage of giving bad news in a written communication is that you can ensure that you state the bad news with more care and accuracy.

TRUE

Barb has just been told that her job is about to be eliminated. This is an event over which she had no control.

TRUE

If you gather as much information as you can from a variety of sources, then you are less likely to make objective judgments and propose fair solutions.

FALSE

In her message, Bettina first explained that one of the company’s major clients went bankrupt and then she said that several employees had to be laid off. This is an example of a less-direct message.

TRUE

Zach uses simple and direct language in an announcement stating that his company has discontinued a popular product because the cost of production has soared. His choice of language will help customers to believe that he has been up front with them.

TRUE

One characteristic of high-performing organizations is that employees will share bad news with superiors but not with each other.

FALSE

The mum effect occurs when bad news is filtered out of messages as they are passed up the chain of command

TRUE

When delivering negative performance reviews, managers should focus on attitudes and intentions rather than actions and results.

FALSE

In performance reviews, providing feedback only on observable actions typically provokes defensiveness

FALSE

Jacob, the owner of Unicorn Systems, wants to inform employees that they will receive a twenty percent salary cut to help the company survive a recession. If Jacob communicates this bad message in an honest and an open manner, it will likely

A.
enhance Jacob’s credibility.

B.
undermine Jacob’s character.

C.
increase the negative impact of the bad news on employees.

D.
signify that Jacob is incompetent in challenging situations.

E.
damage the company’s chances of long-term success.

A

Which of the following should communicators avoid when delivering bad-news messages?

A.
bearing responsibility for one’s own role in causing bad news

B.
committing to transparency and honesty in delivering bad news

C.
viewing delivery of bad news opportunistically

D.
sympathizing with the recipients of bad news

E.
telling the truth even when it is not popular or politically correct

C

Compared to delivering bad news in person, delivering bad news in writing

A.
allows for richer communication.

B.
provides greater scope for immediate feedback.

C.
allows for intentions to be demonstrated more easily.

D.
appears more callous and impersonal.

E.
is more efficient and therefore more sensitive to the audience.

D

Which of the following is an advantage of delivering bad news in person?

A.
Verbal delivery of bad news message requires less time than written delivery.

B.
Compared to written delivery, verbal delivery results in better documentation of the message.

C.
One can effectively clarify and explain the bad news when it is delivered in person.

D.
Verbal delivery of bad news provides directions that bad-news recipients can refer to later.

E.
Compared to written delivery, verbal delivery can deliver bad news to more people more effectively.

C

Hideki has to tell Manny that his language has offended some colleagues. He also must say that Manny is on probation for three months to give him the chance to change his behavior. Hideki should deliver this message in a(n)

A.
email.

B.
phone call.

C.
video call.

D.
personal meeting.

E.
memo.

D

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

A.
laying off an employee

B.
rejecting a customer claim

C.
giving an employee a poor review

D.
cutting back employees’ work hours

E.
rejecting a colleague’s idea

C

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

A.
laying off an employee

B.
rejecting a customer claim

C.
giving an employee a poor review

D.
deciding to no longer use a supplier

E.
rejecting a colleague’s idea

A

Which of the following is most likely to be communicated in writing?

A.
rejection of a colleague’s idea

B.
the decision to cut employees’ hours

C.
a poor review of an employee’s performance

D.
the decision to lay off an employee

E.
termination of a long-term supplier’s contract

A

Which of the following is the best example of a less-direct message?

A.
Employees will have to bear a salary cut due to the recession.

B.
Your last quarter’s performance rating is low due to your absenteeism.

C.
The warranty clause has expired, so we will not be able to replace your television.

D.
This employment contract is terminated, because you have failed to meet our quality standards.

E.
Your idea has been judged infeasible because of the company’s lack of funds.

C

Oskar has to write a letter rejecting a customer’s request for a replacement for her five-year-old air conditioner, which is past its warranty. Which of the following is an appropriate buffer statement he might use?

A.
I am sorry to hear that your air conditioner has broken down during this heat spell.

B.
Are you certain you did the recommended yearly maintenance of your air conditioning unit?

C.
We are sorry that the air conditioning unit we installed is no longer working.

D.
The warranty on your air conditioning unit expired two years ago.

E.
Our records show that you decided not to renew your service contract when we contacted you.

A

An email that rejects a colleague’s idea should ideally start with a(n)

A.
list of the problems the organization will face because of the idea.

B.
reference to shared work goals.

C.
explanation of the idea’s immediate negative impacts.

D.
logical criticism of the colleague’s idea.

E.
list of other colleagues who disliked the idea.

B

A person who has to deliver bad news should avoid

A.
using a neutral subject line for the message.

B.
including a short buffer at the beginning of the message.

C.
expressing sympathy to the readers.

D.
taking the blame for something that is not his or her fault.

E.
providing a rationale for the unfavorable decision made.

D

McKenzie has to tell his subordinates about a company-wide freeze on wages. In his message, he should end with

A.
a buffer.

B.
a focus on his own concerns.

C.
an expression of goodwill.

D.
a blaming statement.

E.
a teaser message.

C

Juana wants to reject her colleague’s idea. To deliver this bad news effectively in writing, she should

A.
use a lot of jargon in her message.

B.
use a simple design for her message.

C.
avoid the use of buffer statements.

D.
ensure that the message looks slick.

E.
use a direct message structure.

B

As a result of the mum effect, the message that reaches the top executives of an organization is usually

A.
clear and specific.

B.
falsely positive.

C.
delayed and outdated.

D.
highly credible.

E.
explicit and direct.

B

Research on Uno Motor Corp. revealed that the company shows signs of the mum effect. As a result, Uno Motor is likely to

A.
underperform year after year.

B.
succeed on most projects.

C.
develop a transparent culture.

D.
accurately state bad news.

E.
build its credibility with employees.

A

Which of the following is an example of an external partner for a snack food company?

A.
Bill owns 50 shares of company stock.

B.
Fran has worked for the company for the last 13 years.

C.
Joyce visits the company annually to evaluate quality control.

D.
Mega Munchies is the company’s major competitor.

E.
Alice begins working as the company’s chief financial officer.

C

Ace Machines has been using batteries supplied by its long-term vendor Thorium Inc. in all its products. Recently, a competitor of Thorium agreed to provide superior batteries at the same price, so Ace Machines has decided to change its supplier for batteries. The most appropriate way for the purchasing manager at Ace Machines to convey this bad news to Thorium is to

A.
avoid using nonverbal behavior to show concern and appreciation.

B.
use general but legal language in the written message.

C.
avoid starting the written message with a buffer or a teaser statement.

D.
provide a clear rationale and specific feedback in the written message.

E.
use a direct message structure over an indirect message structure.

D

Which of the following is the most effective way of delivering a bad-news message to a long-term client?

A.
Minako uses you-voice in her written message to deliver the bad news.

B.
Brian provides long descriptions of what the client did wrong.

C.
Sandra meets with the client, provides a rationale, and discusses impacts.

D.
Tommy leaves a voice message on the client’s telephone.

E.
Calvin writes a letter couching the decision in legal language.
In

C

Veronica, a sales manager at West Wind Apparel Company, is reviewing the performance of her team. She observes that one of her subordinates, Melissa, has performed poorly in the last quarter. While giving Melissa a negative performance review, Veronica should ensure that she

A.
sugarcoats the bad news by placing it between compliments.

B.
focuses on Melissa’s attitudes and intentions.

C.
uses primarily a backward-looking tone.

D.
asks for Melissa’s perspectives on her poor performance.

E.
uses an accusatory or a confrontational tone.

D

At an annual training meeting, Watson says, "Managers have to stop using the good news-bad news-good news approach for performance reviews. It gives poor performers a false sense that their work is acceptable." Watson is asking the managers to stop applying the ______ approach to delivering bad news.

A.
sandwich

B.
teaser

C.
buffer

D.
sugarcoat

E.
direct

A

Which of the following is the best example of setting measurable and realistic expectations?

A.
Jessica tells Halim that she believes he can turn things around for his next performance review.

B.
Marsha tells Eddie, a machine operator, to reduce the defective parts he produces by 60 percent.

C.
Pablo tells Rachel, one of his sales people, that he expects a sharp improvement in her sales figures.

D.
Mark asks Ben to help ensure that the market share of the company increases.

E.
Keisha informs Roger that she expects to see an improvement in his output as soon as possible.

B

A person with high emotional intelligence will usually

A.
manage emotions to respond constructively to negative feedback.

B.
remain unaware of the negative emotions he or she feels.

C.
respond to negative feedback by criticizing the other person.

D.
display withdrawal during negative feedback.

E.
seek and accept only positive feedback.

A

During a difficult performance review, a person with high emotional intelligence is most likely to

A.
point out the supervisor’s mistakes.

B.
avoid future interactions with the supervisor.

C.
rationalize the conduct being criticized.

D.
accept the negative feedback.

E.
respond with the silent treatment.

D

Which of the following statements made by an employee would be a counterproductive response to a negative review?

A.
Getting negative feedback from my boss irritates me.

B.
It is my responsibility to accept the feedback and improve myself accordingly.

C.
The feedback I get from my boss will facilitate my career advancement.

D.
Negative feedback is a part of the boss’s job and mine.

E.
My performance on the job is not related to whether my boss likes me.

A

Raven is preparing for her performance review with her boss. She is aware that her performance for the quarter was bad, and that knowledge causes her fear and anxiety. Raven, however, reminds herself that getting an honest assessment of her work will only help her. This means that Raven

A.
is reframing her thoughts to foster a constructive conversation.

B.
is displaying counterproductive response to negative emotions.

C.
is an individual with low emotional intelligence.

D.
is incapable of identifying the negative emotions she is feeling.

E.
is displaying signs of defensiveness, denial, and withdrawal.

A

Catherine heads a sales team, and most of her subordinates have performed well. However, one of the team members, Dave, has been performing poorly. Catherine has created a file that records Dave’s performance issues and contains a few emails from colleagues criticizing him. While delivering the negative feedback to Dave, Catherine should

A.
focus on the poor attitude that Dave’s posture and expression reveals.

B.
keep the negative emails from other colleagues private.

C.
ask Dave why he cannot be more like the other team members.

D.
give Dave the goal of doing better within a short time.

E.
focus on pointing out mistakes rather than problem solving.

B

When reviewing your bad-news message, which of the following questions will help you evaluate the "impacts" aspect of the FAIR test?

A.
Are my motives clear, or will others perceive that I have a hidden agenda?

B.
Is my perspective of the facts influenced by defensiveness, favoritism, or some other bias?

C.
Have I stated the message in a way that recognizes the inherent worth of others?

D.
Am I doing what I can to provide appropriate opportunities to the bad-news recipients?

E.
Is the rationale for this bad news based on sound facts and conclusions?

D

Which of the following questions should you use while reviewing your bad-news message to evaluate the "facts" aspect of the FAIR test?

A.
Have I gathered all the relevant information and examined various accounts of the same event?

B.
Have I considered all the ways in which this message will impact others in the near term and long term?

C.
What have I done to lessen the negative impacts on recipients?

D.
Have I stated the message in a way that recognizes the inherent worth of others?

E.
What am I doing to provide appropriate opportunities to the bad-news recipients?

A

Antwan has to plan a business presentation. The last step in his planning should be to gain a deeper understanding of the needs of his audience.

FALSE

The higher the knowledge level of your listeners, the more presentation time you should spend informing them

FALSE

Professionals with green motivational value systems are most attracted to action-oriented and results-oriented language and logic.

FALSE

Your colleague tells you that she is worried about persuading the audience to listen to her presentation. You should advise her to make her preview as compelling as possible.

TRUE

Starting a presentation by telling the story of your company is usually effective at capturing audience attention and providing helpful background.

FALSE

You should use as many slides in a presentation as possible to make sure you cover all aspects of your message or story.

FALSE

Slides that have visible white space seem skimpy and give the presentation an unprofessional appearance.

FALSE

The use of high-contrast backgrounds and colors in your slides causes eye fatigue and makes it harder for the audience to process the content.

FALSE

You should avoid seeking the help of public relations specialists when developing high-stakes presentations because they will make it too slick or glib.

FALSE

The main purpose of including true stories in presentations is to entertain.

FALSE

When you are giving a presentation, your audience is likely to judge you as caring if you

A.
have two or three well-developed takeaway messages.

B.
are honest about the sources of your information.

C.
show that you clearly know what you are talking about.

D.
offer your views transparently.

E.
show that you are interested in the needs of your audience.

E

When you are giving a presentation, your audience is likely to judge you as having character if you

A.
have two or three well-developed takeaway messages.

B.
base your recommendations on facts.

C.
show that you clearly know what you are talking about.

D.
offer your views transparently.

E.
show that you are interested in the needs of your audience.

D

Which of the following is related to the final step in the AIM planning process?

A.
applying the story line approach to your presentation

B.
analyzing your audience to make sure you are addressing their needs

C.
deciding how to speak to the audience in a way that is appealing and easy to follow

D.
constructing your message to focus on the key takeaway concepts

E.
developing your ideas by identifying the key facts and conclusions related to your topic

D

Which of the following is related to the first step in the AIM planning process?

A.
constructing your message to focus on the key takeaway concepts

B.
analyzing your audience to make sure you are addressing their needs

C.
developing your ideas by identifying the key facts and conclusions related to your topic

D.
providing supporting points for key concepts throughout the message

E.
applying the story line approach to your presentation

B

By doing audience analysis, Radika discovers that the people she will be giving her sales presentation to know very little about her product. Because of this, she is likely to decide to

A.
involve them in her presentation.

B.
eliminate bulleted and numbered lists from her slides.

C.
use only emotional appeals in her presentation.

D.
spend more presentation time informing the audience.

E.
include multiple anecdotal stories that highlight her company.

D

If you want your presentation to appeal to professionals with a green motivational value system, you should

A.
discuss immediate goals.

B.
use relationship-centered terms.

C.
use dispassionate, precise language.

D.
blatantly appeal to emotion.

E.
stress the benefits to different stakeholders.

C

If you want your presentation to appeal to professionals with a blue motivational value system, you should

A.
discuss immediate goals.

B.
use relationship-centered terms.

C.
use dispassionate, precise language.

D.
blatantly appeal to emotion.

E.
stress the benefits to different stakeholders.

B

Victor works for a manager who has a hub motivational system. In presentations to his manager, Victor should use language that is

A.
action oriented.

B.
results oriented.

C.
characterized by precision.

D.
option oriented.

E.
relationship-centered.

D

Enrique is giving a presentation to convince his managers that offering yoga classes at work will improve productivity because it will help employees clear their minds. Which of the following aspects of his presentation shows that he is trying to include kinesthetic learners?

A.
He has several photographs of the activities the class will do.

B.
He has a slide that lists bulleted points giving the benefits of yoga.

C.
He has practiced speaking in a confident, clear voice.

D.
He will ask the audience to stand and do a simple yoga pose.

E.
He will practice with a colleague to make sure his voice carries sufficiently.

D

The beginning of your presentation is critical because

A.
it helps gain audience buy-in on specific actions.

B.
it helps you identify the key decision makers in your audience.

C.
it helps you understand your audience members’ chief concerns.

D.
audience members form quick impressions about you and your message during this time.

E.
audience members are more willing to take some type of risk during this time.

D

What is one of the purposes of the preview in a presentation?

A.
to provide examples, illustrations, analogies, and quotations to support the main point

B.
to identify the key decision makers in your audience

C.
to broaden the message enough to accommodate everyone’s interests

D.
to generate interest among the audience

E.
to gain buy-in on specific actions

D

What is the purpose of an overview?

A.
to broaden the message enough to accommodate everyone’s interests

B.
to provide examples, illustrations, analogies, and quotations to support the main point

C.
to identify the key decision makers in your audience

D.
to provide a recap of the key messages

E.
to show how your audience will benefit from the idea you are proposing

E

Which of the following is a purpose of a positioning statement?

A.
to provide a recap of the key messages

B.
to demonstrate value to the audience

C.
to identify the key decision makers in your audience

D.
to broaden the message enough to accommodate everyone’s interests

E.
to provide examples, illustrations, analogies, and quotations to support the main point

B

Jamal begins his presentation on supplemental insurance by telling a dramatic story about an employee who was able to keep his home because of having such insurance. What type of attention-getter is this?

A.
a rhetorical question

B.
a vivid example

C.
a testimonial

D.
an intriguing statistic

E.
a challenge

B

Vicki begins her presentation on vacation policy by asking, "Have you ever been so busy that you couldn’t take all your vacation time in a given year?" What type of attention-getter is this?

A.
a rhetorical question

B.
a vivid example

C.
a dramatic demonstration

D.
an unexpected exercise

E.
a challenge

A

Stan begins his presentation about a new type of spreadsheet software by showing managers a sample of how it works. What type of attention-getter is this?

A.
a rhetorical question

B.
an intriguing statistic

C.
a dramatic demonstration

D.
an unexpected exercise

E.
a testimonial or quotation

C

Ellis gives a presentation to propose that his company, Ingenius Inc., eliminate its traditional departments and replace them with flexible teams that will allow employees to move from project to project as needed. He decides to use the PREP method of justifying this position. Which of the following is an example of the second step in the method?

A.
He describes another company in their industry that has benefited from using the system he is urging Ingenius to adopt.

B.
He cites two studies that analyze the positive effects that adopting the flexible team system has on productivity.

C.
He closes by reiterating his position and summarizing the benefits he thinks Ingenius, Inc. will gain from adopting a flexible team system.

D.
He explains that, with the current structure, employees in one department may be underutilized while other departments are overtaxed.

E.
He opens by clearly stating that he favors a reorganization that eliminates departments in favor of flexible teams.

D

Khandi gives a presentation to advocate that her employer, Let-Us Ltd., which offers services such as personal shopping and event planning to assist busy professionals, expand its offerings to include dog walking. She decides to use the PREP method of justifying this position. Which of the following is an example of the third step in the method?

A.
She cites a personal services company in another city that increased its business by adding dog walking to its services.

B.
She describes how busy professionals view their pets as family members, almost like children.

C.
She reiterates her position that adding dog walking to the company’s services would increase business.

D.
She explains that many professionals feel guilty that their schedules do not allow them to give their pets enough attention.

E.
She opens by clearly proposing that Let-Us, Ltd. add dog walking to its list of services for busy professionals.

A

Your coworker LaRita has asked you to review her slide presentation. You notice that it is difficult to recognize and process the most important ideas and information. To help her fix this, what will you recommend that she change?

A.
She should limit her text to five words per line and three to four lines per slide.

B.
She should choose dark backgrounds and text colors.

C.
She should include a compelling image every few slides.

D.
She should use bold or italics to highlight key ideas.

E.
She should make sure her charts are large and complex.

D

You and your coworker Cho sit through a presentation that Cho laughingly describes as "death by PowerPoint." When you discuss the presentation afterward, you can think of only one thing the presenter did correctly. Which of the following characteristics of the presentation helped rather than hindered ease of processing?

A.
using low-contrast backgrounds and colors

B.
providing as much information as possible on every slide

C.
using 10-point fonts for body text

D.
eliminating most white space

E.
using simple charts and diagrams

E

You have created a presentation for work, and you ask a colleague to review it. Which of the following will your colleague tell you must be improved for ease of processing?

A.
You have only four to six lines of text of every slide.

B.
You used 14-point fonts for titles and 12-point fonts for body text.

C.
You kept a margin of white space as a border on every slide.

D.
You used bold to accent key ideas and italics to accent key terms.

E.
You used light yellow for the background and black for the text.

B

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation and presents the goal of improving the customer satisfaction rating from 80 percent to more than 95 percent. What aspect of a business story does this represent?

A.
the plot

B.
the setting

C.
the characters

D.
the resolution

E.
the moral or lesson

A

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After telling the story of a sandwich chain that trained its workers in a particular customer service approach, he says, "Within six months, their complaints dropped by half and their customer satisfaction increased by 18 percent." What aspect of a business story does that statement represent?

A.
the plot

B.
the setting

C.
the characters

D.
the resolution

E.
the moral or lesson

E

Pavel is using the story line approach in his presentation. He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation. After describing a sandwich chain that is similar to his company in size and target market, he explains the specific approach to training that the sandwich chain implemented in order to improve customer service. What aspect of a business story does his explanation about the training program represent?

A.
the plot

B.
the setting

C.
the characters

D.
the resolution

E.
the moral or lesson

D

Complying with audience requests is a bad idea as it will cause you to lose your train of thought.

FALSE

Using notes during a presentation is considered unprofessional.

FALSE

Janice has to give a 20-minute presentation. She will be able to keep the audience more engaged if she moves around the room.

TRUE

During a presentation, gesturing with your palms held down beckons the audience to accept your ideas.

FALSE

Making eye contact with audience members while presenting can distract you from your message.

FALSE

When in doubt, the safest way to dress is low-level business casual.

FALSE

Cinnamon was just hired as the manager of an office supply store. For her first day of work, she should wear low-level business casual, which projects creativity and friendliness.

FALSE

Speakers should pass out handouts during the first minute of a presentation because that is when audiences form their deepest impressions.

FALSE

When you are in the audience, you should distract the presenter by glancing at your mobile phone or yawning so you seem a better speaker by comparison.

FALSE

When colleagues work on team presentations, dividing up the presentation roles leads to a stilted, unnatural presentation style.

FALSE

During Macie’s presentation, the manager of another department asked her for some statistics she did not have on hand. She promised to get it to him, looked up the statistics the next morning, and emailed them to him right away. Which aspects of credibility were enhanced by Macie’s action?

A.
competence and compliance

B.
competence and caring

C.
caring and character

D.
competence and character

E.
caring and command

C

Which of the following is the best way to deliver presentations with authenticity?

A.
engaging in frequent name-dropping throughout the presentation

B.
talking about your abilities and achievements to impress your audience

C.
finding ways to present your real self to your audience

D.
attempting to learn the presentation techniques of great speakers

E.
avoiding the use of notes as they can be perceived as a sign of weakness

C

Which of the following should you do to quickly manage your nervousness before a presentation?

A.
Go for a strenuous physical workout right before the presentation.

B.
Think of all the things that could go wrong in the presentation so you can prepare.

C.
Take several deep breaths to quickly alleviate your anxiety.

D.
Drink a lot of caffeinated beverages so you will feel energized.

E.
Review your notes and avoid making eye contact with audience members.

C

Which of the following is one of the best ways to relax immediately before a presentation?

A.
gazing at someone who looks skeptical to motivate yourself

B.
speaking with audience members to break the ice

C.
imagining what could go wrong so you can develop a plan

D.
pacing around the room to work off tension

E.
drinking milk because it is calming

B

Hector wants to practice a relaxation technique before his presentation. Which of the following options should he avoid using?

A.
counting backward from 100

B.
listening to his favorite music

C.
thinking about the things he wants to achieve

D.
meditating

E.
stretching

C

In order to focus your presentation on people, you should

A.
avoid using presentation software or other technology.

B.
use a lot of "I" statements.

C.
include as many photographs as possible in your slides.

D.
make individuals and groups the subject of your sentences.

E.
stand where you will not be the center of attention.

D

Which of the following techniques will help you make your presentation about people?

A.
reading from your slides and letting the audience interpret them as they like

B.
introducing colleagues and referring to them by name during your presentation

C.
engaging in frequent name-dropping to show your network of contacts

D.
using examples from your personal life rather than from business contexts

E.
avoiding the use of charts and tables in your slides because numbers are impersonal

B

Which of the following will help you maintain a flexible approach during your presentation?

A.
arriving just before the presentation to avoid nervousness

B.
reading your entire message so you do not lose your place

C.
focusing on your agenda rather than the needs of the audience

D.
explaining any problems that disrupt the presentation

E.
knowing the key messages of your presentation

E

When you lose your train of thought during a presentation, you should

A.
start your presentation all over again.

B.
announce a short break that will allow you to collect your thoughts.

C.
read from your slides instead of trying to interpret them.

D.
tell a few jokes to distract the audience.

E.
pause until you regain your composure and your line of thinking.

E

Cathy works for a multinational company and has to make a presentation in a large conference room. To make sure that she uses the room to her advantage while delivering her presentation, Cathy should

A.
sit at the table with her colleagues so she appears equal to them.

B.
stand as close to her seated colleagues as possible so they look up to her.

C.
pace around the room so everyone has a chance to see her.

D.
stand upright behind a podium where she can place her notes.

E.
position herself in a corner so the attention is on her slides.

D

Which of the following is a guideline connected with the SOFTEN model of nonverbal communication?

A.
Go through your presentation quickly because most audiences have a short attention span.

B.
Lean back and lower your shoulders to convey self-confidence while presenting.

C.
Use your facial expressions to connect with your audience and show enthusiasm for your topic.

D.
Speak in a steady tone and avoid dramatic modulation of your voice as much as possible.

E.
Avoid gesturing with your hands, arms, body, and head as it is distracting.

C

According to the SOFTEN model of nonverbal communication, you should

A.
go through your presentations quickly to show respect for the audience members’ time.

B.
face the audience directly with a slight forward lean and upright posture during a presentation.

C.
avoid making eye contact with your audience as you could lose your train of thought.

D.
point to the audience whenever you want them to remember a key point.

E.
gesture constantly with your hands, arms, body, and head to keep the audience engaged.

B

According to the SOFTEN model of nonverbal communication, during a presentation you should

A.
attempt to read your audience and get a sense for how much energy they have.

B.
speak very slowly to show how well you know your topic and how much you prepared.

C.
put your hands on your hips and fold your arms to convey authority.

D.
dress a little more casually than the audience is dressed.

E.
smile as much as possible to express your enthusiasm for your topic.

A

People often misread body language so you should

A.
stand behind a podium and grip it to keep from waving your hands.

B.
avoid making gestures as much as possible.

C.
pay attention to the audience so you can adjust what you are doing.

D.
plan your gestures ahead of time the way you would choreograph a dance.

E.
smile as much as possible to show that you have good intentions.

C

Nathaniel recently joined Anderson Enterprises, a multinational firm. He is confused about what to wear for a business meeting where he will have to make a presentation to important clients. Which of the following should Nathaniel wear?

A.
Nathaniel should wear tailored pants and a button-down, collared shirt without a tie.

B.
Nathaniel should wear a conservative business suit with a dress shirt and a necktie.

C.
Nathaniel should wear chinos with a button-down, collared shirt and no tie.

D.
Nathaniel should wear a sports coat or blazer and khaki pants.

E.
Nathaniel should wear a polo-type shirt with khakis and conservative footwear.

B

Business casual dress is intended to project

A.
a comfortable, relaxed feel while maintaining a high standard of professionalism.

B.
executive presence and seriousness along with a sense of authority.

C.
a balance between a sense of inaccessible authority and a flair for creativity.

D.
creativity and a strong sense of individuality.

E.
an image of importance, power, and rigidity.

A

Generally, formal business attire projects

A.
trustworthiness.

B.
creativity.

C.
friendliness.

D.
competence.

E.
approachability.

D

Geneva has joined a small design firm that prides itself on having a non-hierarchical, creative work environment. Which type of business dress would most likely be appropriate for this office?

A.
a tailored business suit with a skirt and a dress shirt

B.
a tailored business suit with pants and a dress shirt

C.
a blazer, a tailored shirt, and tailored pants

D.
a blazer, a tailored shirt, and a tailored skirt

E.
a tailored shirt with either pants or a skirt

E

Which of the following guidelines makes a presentation more effective?

A.
speaking to your audience not the screen

B.
standing still as you talk so as not to distract the audience

C.
using the slides as the primary source of information

D.
reading your slides rather than interpreting them

E.
starting your slides right away without preliminary remarks

A

Which of the following statements is a helpful guideline for presenting with slides?

A.
Do not practice your slides more than once or the presentation will go stale.

B.
Do not start your slides until after you have made preliminary remarks to your audience.

C.
Turn out the lights so that the audience can view your slides easily.

D.
Create slides that are complete enough not to need any interpretation.

E.
Avoid using blank slides as they may cause the audience to lose interest.

B

Which of the following professionals is making effective use of slides during a presentation?

A.
Martha starts her presentation with a slide of a chart rather than with opening remarks.

B.
Amy stares at her slides and reads them word for word to the audience.

C.
Colin stands in front of the slide projection and talks about the content.

D.
Roger uses animated effects every time he switches from one slide to another to jazz up the presentation.

E.
Juan displays a blank screen when he speaks for lengthy periods without referencing his slides.

E

Which of the following professionals is following one of the guidelines for effective slide presentations?

A.
Maria uses several fancy fonts to highlight key terms and concepts in her presentation.

B.
Leo turns off the lights in the room so his slides will be easier for the audience to see.

C.
Amanda uses a remote control to move from slide to slide so she can move around while presenting.

D.
Fred draws his audience’s attention to his slides as the primary source of information.

E.
Sean displays abstract images on the screen when he speaks for lengthy periods without referencing his slides.

C

Which of the following should be avoided during most presentations?

A.
turning off the lights

B.
using blank slides

C.
standing to the side of the projection area

D.
interpreting the slides

E.
speaking before the slide show

A

Which of the following should you do during a presentation?

A.
Keep the previous visual on the screen when you speak for lengthy periods.

B.
Interpret your slides rather than just reading them.

C.
Stand in front of the slide projection area so you can point to it.

D.
Avoid making a personal connection with your audience.

E.
Stand still as you talk to avoid distracting the audience.

B

Which of the following is the most appropriate type of handout to pass out during a presentation?

A.
a printout of a complex budget

B.
a copy of the presentation slides

C.
a hard copy of the text of the message

D.
a pie chart or bar chart

E.
a list of the key takeaway messages

A

Which of the following presenters interacts most effectively with the audience during a question-and-answer session?

A.
Barry answers questions without taking the time to think about them.

B.
Ricardo changes the subject if someone asks him a question he does not know.

C.
Malik always provides elaborate answers to audience members’ questions.

D.
Rebecca believes reframing questions to match her agenda is unethical.

E.
Judith thanks each member of the audience who asks a question.

E

If someone asks you something you do not know during a question-and-answer session, what should you do?

A.
Reframe the question and then give an answer that fits your agenda.

B.
Make up the best answer you can.

C.
Change the subject as quickly as possible.

D.
Admit that you do not know and offer to find the information.

E.
Ask the questioner why he or she wants to know.

D

Which of the following is an important principle for effectively interacting with the audience during presentations?

A.
Never pause before answering a question.

B.
Give short responses as they are more effective.

C.
Never admit that you do not know the answer.

D.
Reframe questions to match the audience’s agenda.

E.
Restrict the number of questions to a minimum.

B

How can you be a supportive audience member?

A.
Avoid eye contact with the presenter as this may cause him or her to lose focus.

B.
Avoid behaviors such as yawning that may distract the presenter.

C.
Ask repeated questions during and after the presentation.

D.
Point out any errors or typos that you notice in the presentation.

E.
Publicly offer the presenter advice on making the presentation more useful.

B

Which of the following audience members is being rude to the presenter?

A.
Candace nods at points she agrees with.

B.
Karl sits up straight throughout the presentation.

C.
Ralph keeps his eyes directed toward the PowerPoint slides.

D.
Lei watches the speaker except when she jots down important notes.

E.
Frank pulls up his cuff to check his watch every five minutes.

K

Which technique helps team presentations to be more seamless?

A.
working independently on research and writing up until the presentation

B.
using transitional phrases to pass speaking roles from one to the next

C.
keeping your head down when other team members are speaking to keep the focus on them

D.
assigning team roles to people who need to improve in the particular skill that the task requires

E.
avoiding reference to each other’s names to present more of a team identity

B

Which of the following is the best example of a transition between speakers?

A.
Jerry sits down, and Angela stands up and starts speaking.

B.
Zelda introduces Leonard by previewing his three main points.

C.
Bill introduces Cheri by telling a funny story about her.

D.
Leah introduces Trish by saying what general topic she will discuss.

E.
Marc sits down. After a pause, Harold says, "I guess it’s my turn."

D

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