Unformatted text preview: Blogs are most similar to
Memos are used to convey procedures, official instructions, and reports.
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
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
Text messaging is replacing e-mail for short internal communication.
Social networks can help connect employees who are geographically
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.
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
Bennett is sending an e-mail message about a change in procedure for
submitting work hours. Which of the following represents the most direct
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.
Facebook and Twitter are examples of _______________________ sites.
social networking Podcasts and wikis are part of the new user-centered virtual environment
Businesses have embraced podcasts for audio and video messages because
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.
__________________________ 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.
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
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
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
Businesses use social networking to
-to solicit customer feedback when
researching and developing
-connect dispersed employees.
-provide a forum for collaboration.
One purpose of blogs is to create engagement. true/false
Businesses use podcasting for sending audio and video messages that do not
require a live presence yet offer a friendly human face. true/false
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
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
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
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.
Like requests and responses, instruction messages follow a straightforward,
direct approach. true/false
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
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
An announcement of changes in business services
Using a _________________-voice verb enables you to depersonalize an action
and cushion the bad news.
Constructing messages saying no to emotionally involved receivers is a
challenging communication task. Which of the following is the best advice for
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.
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
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
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
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
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
______________________ is needed when we are making more than routine
demands and facing skeptical audiences.
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.
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.
Which statement about today's organizations and their employees is most
Executives today rely on persuasion to achieve buy-in from subordinates.
Persuasive requests are generally more effective when they are organized
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
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.
E-mail is appropriate for short, informal messages that request information
and respond to inquiries. true/false
How do companies use wikis?
Global companies share information between headquarters and satellite
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.
Text and instant messaging are replacing e-mail for short internal
What advice should you follow when using down-editing to reply to an e-mail
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.
_______________________ marketing is a term that depicts the rapid spread of
online messages, much like infectious diseases that pass from person to
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.
As an employee or potential employee, you should think twice before posting
anything online. true/false
Before using IM or text messaging on the job, be sure you have permission.
true Wikis promote crowdsourcing and reduce document version confusion.
Most e-mails should be organized using the indirect organizational strategy.
Which of the following is the best advice for writing the body of an e-mail
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
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?
In the closing paragraph of an adjustment message, it is inappropriate to
mention another one of your company's products or services. true/false
You should use sensitive language in an adjustment message in case the
customer is already upset. Therefore, which of the following provides the
Don't use negative words (regret, error, failure); do use positive words (hope,
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
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
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
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.
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
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
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.
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
Buffer, reasons, bad news, and closing
Messages denying customer claims should clearly blame the customer to
avoid company liability.
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
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.
Persuasive techniques today are subtler and more misleading than of the
You do not need to establish your credibility when attempting to persuade
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
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
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
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
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
Messages such as information about procedures, equipment, or customer
service should be organized using the ______________ strategy.
Traditional direct-mail marketing is more effective than online marketing.
The most effective sales messages follow the AIDA strategy.
In the closing of a persuasive request, your goal is to prove the merit of your
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