Exam 2 test note.docx - Blogs are most similar to journal entries Memos are used to convey procedures official instructions and reports true\/false true

Exam 2 test note.docx - Blogs are most similar to journal...

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Unformatted text preview: Blogs are most similar to journal entries Memos are used to convey procedures, official instructions, and reports. true/false true Deadlines and action information should be included in the body of an e-mail message or memo. true/false false should be in the closing As long as you use privacy settings on social networking sites, you do not need to worry about personal sensitive information being shared. true/false false do not guarantee complete protection Millie needs to research customer reactions. She should consider a blog because blogs can produce unbiased consumer feedback more quickly and cheaply than familiar techniques like focus groups and surveys. true/false true The biggest advantage of business blogs is that they have the potential to reach a vast, far-flung audience. "Things You Need to Know" is an effective title for a blog. true/false false it doesn't get the attention of the audience Which of the following statements about texting in the workplace is most accurate? Text messaging is replacing e-mail for short internal communication. Social networks can help connect employees who are geographically dispersed. true/false true Although blogs have proven to be an effective tool for some individuals, businesses are reluctant to use them because they are limited in the audiences that they reach. true/false false they potentially reach a far-flung, vast audience Businesses that have used wikis have found that work flow has diminished. true/false false experience a number of benefits Which of the following statements about instant messaging in the workplace is most accurate? Instant messaging allows people to share information immediately and make decisions quickly. Bennett is sending an e-mail message about a change in procedure for submitting work hours. Which of the following represents the most direct opening? A new procedure for submitting work hours will go into effect on April 1. A wiki is a Web-based tool that employs easy-to-use software to allow multiple users collectively to create, access, and modify documents. true/false true Facebook and Twitter are examples of _______________________ sites. social networking Podcasts and wikis are part of the new user-centered virtual environment called Web 2.0 Businesses have embraced podcasts for audio and video messages because podcasts do not require a live presence, yet offer a friendly human face. A _____________________ is a website with journal entries on any imaginable topic usually written by one person. blog __________________________ messaging enables you to use the Internet or an internal corporate communication platform to communicate in real time with others by exchanging brief text-based messages. instant Although teenagers use instant messaging (IM) frequently, corporations do not use this communication tool. true/false false it has become a powerful communication tool in the workplace Instant messaging and text messaging are advantageous for all of the following reasons except guaranteed privacy Most e-mail messages and memos have nonsensitive topics and begin directly Which of the following is the best title for a blog? Five Ways to Get Your Résumé Read Which statement about the use of e-mail in today's workplace is most accurate? Most messages in today's workplace are sent by e-mail. Twitter is very popular for personal use with employees under age thirty-five, but businesses have not yet found positive business applications for this digital communication tool. true/false false businesses are trying to adapt and tap the vast potential of social networking Businesses use social networking to -to solicit customer feedback when researching and developing products. -connect dispersed employees. -provide a forum for collaboration. One purpose of blogs is to create engagement. true/false true Businesses use podcasting for sending audio and video messages that do not require a live presence yet offer a friendly human face. true/false true All of the following are reasons businesses use wikis except to improve the brand image of a company. To, From, Date, and Subject in an e-mail message or a memo are called ____________________ words. guide Do not hesitate to contact me is an effective example of closing pleasantly in a response message. true/false false Because everyone appreciates being recognized as an individual Sympathy notes are probably more difficult to write than any other type of message. true/false true Which of the following is not a goal when writing adjustment messages? To verify the honesty of the customer's claim If you are responding favorably to your customer's claim, the best opening is an apology. False use the direct strategy and open by granting the request or announcing the adjustment immediately Which of the following is an effective opening for a routine request message? Please answer the following questions about your Web services. Which of the following sentences is not a parallel step in this set of instructions? Placing age or gender preference in the candidate qualifications section creates legal jeopardy. Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will identify enclosed copies of all pertinent documents. When formatting business letters, you should use ragged-right margins. true/false true Like requests and responses, instruction messages follow a straightforward, direct approach. true/false true Businesses often write appreciation messages to which of these receivers? Customers who complain I have before me your e-mail inquiry dated October 9 is an effective opening for a reply message. true/false false Written claim letters are often taken more seriously than claims made by telephone or e-mail. Which of these statements regarding the use of e-mail for goodwill messages is most accurate? If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be received, you may send a goodwill message via email. I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message. true/false true Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message? In a bulleted or numbered list in the body of her message Which of the following bad-news messages should be organized using the direct strategy? An announcement of changes in business services Using a _________________-voice verb enables you to depersonalize an action and cushion the bad news. passive Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task? Use neutral, objective language to explain the reason the claim is refused. The closing of a bad-news message may include all of the following except a restatement of the bad news. Which of the following sentences presents the reason for denying a customer's request for credit most effectively? Although your credit rating does not meet our minimum standards, we would be happy to reconsider your application if you add a cosigner. The most important part of a bad-news message is the section that explains why a negative decision is necessary. true/false false The section that explains the reasons for the bad news Porter Grace, RN, is declining an invitation to speak about the health benefits of juice bars at the fall conference of the Health and Fitness Trainers Association (HAFTA). Which of the following is the most effective buffer? HAFTA members must be looking forward to the annual fall conference in Phoenix this year. To take the spotlight off the bad news, place it at the end of a paragraph. true/false false Do not place bad news at the beginning or end of a paragraph Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow? -Suggest a refund or a discount on future services. -Admit that her company errored if the complaint is legitimate and try to remedy the problem. -Investigate the situation thoroughly before responding. If you are uncertain how the receiver will respond, use the indirect strategy to refuse requests and claims. true/false true Although businesses may find complaints about their products and services on sites such as Twitter and Facebook, wise businesses should never respond to such complaints in the cyber world. false Businesses should respond to negative posts and reviews online. The buffer in a bad-news message is a statement that reduces shock or pain and encourages the receiver to continue reading. Which of these messages most effectively conveys empathy in a bad-news message? You have every right to be disappointed. I am truly sorry that our product failed to perform as expected. All buffers should begin by complimenting the receiver. true/false false Other possibilities include starting with the best news, demonstrating appreciation, showing agreement or understanding, or providing objective facts. One of your goals in sending messages is to project a professional and positive image. One technique to project the proper image is by controlling your emotions. Which of the following situations would most likely require persuasion within an organization? Asking employees to accept a pay cut to avoid layoffs or plant closings Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What does AIDA represent? Attention, interest, desire, and action Mikhail's claim has been denied once. Now, he is writing a second persuasive claim message to his digital media services company asking for a promised rebate package. Because he expects resistance, what should he do? Appeal to the receiver's sense of responsibility and pride in the company's good name. ______________________ is needed when we are making more than routine demands and facing skeptical audiences. Persuasion Persuasive claim or complaint messages are often written when wrong shipments are delivered. An effective persuasive technique is to tie the facts to writer benefits. true/false false Effective persuasion involves tying facts Choose the best closing for a message requesting the receiver's support for a proposed change in a benefits plan. Contacting me by December 1 about your support of this new benefits plan will allow me to present this proposal at the next strategic planning session. In the ________________ of a persuasive request, you should build interest, explain the purpose of the request logically and concisely, prove its merit, and reduce resistance. body Which statement about today's organizations and their employees is most accurate? Executives today rely on persuasion to achieve buy-in from subordinates. Persuasive requests are generally more effective when they are organized directly. true/false false when they are organized indirectly. When writing persuasive claim or complaint messages, you should use a moderate tone. Which of the following statements about short persuasive online messages is most accurate? All answer choices are correct. Your claim message will be most effective if you make a reasonable and valid request, present a logical case with clear facts, and display some anger and emotion. true/false false Anger and emotion are not effective persuaders. Which statement about persuasion in today's society is most accurate? Today's persuasion is different from persuasion used in previous times. A successful persuasive message is typically longer than a direct message. true E-mail is appropriate for short, informal messages that request information and respond to inquiries. true/false true How do companies use wikis? Global companies share information between headquarters and satellite offices. The opening of a blog should identify a need and propose to solve the problem. Memos should be organized directly by conveying the main idea first. true/false true Text and instant messaging are replacing e-mail for short internal communication. true/false true What advice should you follow when using down-editing to reply to an e-mail message? Delete the sender's message header, signature, and all unnecessary parts. A________________________ is a digital audio or video file that can be downloaded to a computer or watched on a smartphone. podcast _______________________ marketing is a term that depicts the rapid spread of online messages, much like infectious diseases that pass from person to person. viral Podcasts are used by News organizations and media outlets, educational institutions, and businesses all use podcasts to deliver information. Like e-mail messages, memos can be used to communicate within an organization and with external customers, companies, and organizations. true/false false As an employee or potential employee, you should think twice before posting anything online. true/false true Before using IM or text messaging on the job, be sure you have permission. true/false true Wikis promote crowdsourcing and reduce document version confusion. true/false false Most e-mails should be organized using the indirect organizational strategy. true/false false Which of the following is the best advice for writing the body of an e-mail message? Use numbered or bulleted lists when appropriate. When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy. true/false true Isabel is responding to a congratulatory note she received from a colleague. Which of the following is the best sentence to include in her response? Thanks for your kind words regarding my promotion. Which of the following is not one of the most frequently used communication channels in businesses today? Tweets In the closing paragraph of an adjustment message, it is inappropriate to mention another one of your company's products or services. true/false false You should use sensitive language in an adjustment message in case the customer is already upset. Therefore, which of the following provides the best advice? Don't use negative words (regret, error, failure); do use positive words (hope, achieve, strive). Letters are the preferred channel of communication for delivering messages inside an organization. true/false false outside an organization Most workplace messages are positive or neutral. Which of the following statements best describes the use of letters, e-mails, and memos in businesses today? Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization. A subject line in a direct reply letter generally refers in abbreviated form to previous correspondence and/or summarizes a message. Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be organized using the _______________ strategy. direct In expressing thanks or responding to goodwill messages, _________________ notes are most impressive. personal Which statement about a sympathy message is most accurate? reference the death or misfortune sensitively; praise the deceased in a personal way; offer assistance without going into excessive detail; and end on a reassuring, forward-looking note. A personally written message will have more impact on your reader than a ready-made card. true/false true Which of the following statements about claims is most accurate? Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call. One goal of an adjustment message is to promote future business. true/false true Receivers are far more likely to accept negative news when you show that the decision was rational, impartial, and fair When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide whether to use the direct or the indirect strategy. You can soften the blow of the bad news in refusing a typical request or claim by implying the refusal. When you show that the decision for negative news was made fairly, impartially, and rationally, receivers are far more likely to accept the negative news. true/false true What is the best advice for presenting the bad-news portion of your negative message to employees? Position the bad news so that it does not stand out. In using the indirect strategy to communicate bad news, you should avoid mentioning the bad news. true/false false Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and to promote good relations. All of the following are helpful tips to deliver a bad-news message personally in the workplace except focus on the future and avoid discussing the past or the present. Which of these patterns is typical for bad-news messages presented in the indirect strategy? Buffer, reasons, bad news, and closing Messages denying customer claims should clearly blame the customer to avoid company liability. true/false false Business communicators have many goals in conveying negative news. Which of the following is not a goal in communicating negative news? Demonstrating the company's superiority in the global marketplace The bad feelings associated with disappointing news can be reduced if the receiver feels that the news was revealed sensitively, believes that the matter was treated seriously and fairly, and knows the reasons for the rejection clearly. The ability to understand and enter into the feelings of another is called empathy. Which of the following is the most important part of a negative message? An explanation of the reasons for the bad news In order to convey empathy and sensitivity for your receiver, you should always accept blame and apologize for the bad news. true/false false Persuasive techniques today are subtler and more misleading than of the past. true/false true You do not need to establish your credibility when attempting to persuade others. true/false false You can effectively build interest in a sales message by emphasizing central selling points identified in the prewriting analysis. The closing of a persuasive request should motivate action. When developing a claim message, you should -describe the problem without providing a long, detailed account of the issue -close the message by clearly specifying what you want done -include copies of relevant materials. Which of the following is the best way to increase the effectiveness of an online sales message? Send online sales messages only to customers or prospects who have given you permission to send them e-mail marketing messages. Purposes of e-mail marketing include attracting new customers, keeping existing customers, encouraging future sales, cross-selling, and cutting costs. The most important points in an e-mail sales message should be placed at the end of the message where they will be remembered the most. true/false false Persuasive claim messages are also called complaint messages. When a manager writes a persuasive memo to employees using the indirect strategy, his or her goals are to present a strong but honest argument and to avoid manipulation or trickery. true/false true You will receive a free one-year subscription to Netflix when you purchase any Sony flat-panel television is an example of a rational appeal. true/false true Messages such as information about procedures, equipment, or customer service should be organized using the ______________ strategy. direct Traditional direct-mail marketing is more effective than online marketing. true/false true The most effective sales messages follow the AIDA strategy. true/false true In the closing of a persuasive request, your goal is to prove the merit of your re...
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