How can information be effectively organized in order to create goodwill?
To organize information to build goodwill,
1. Put information readers are most interested in first.
2. Arrange information to meet your readers needs, not yours.
3. Use headings
The design functionality of a document is best tested with people who are most likely to have
trouble with it.
To know whether your design is functional, test it with your audience. Test the document with
the people who are most likely to have tr
Chapter 5 Key
Good document design rarely saves time and money.
Good document design saves time and money, reduces legal problems, and builds goodwill. A
well-designed document looks inviting, friendly, and easy to read.
41. Rose and Victoria are working at Lance Inc. for the past two years. A week back, Rose was
admonished by her manager for not achieving her sales target for three consecutive months.
Prior to this, Rose had a healthy track record and even won a 'Star of
If someone nods while listening to you and brings up points of disagreement later when you
finish speaking, it is likely that your listener:
A. does not agree with you ideologically.
B. wants to mislead you by nodding incessantly.
C. agrees with every
23. In a multicultural workforce, it is safe to assume that a person who listens to you silently agrees
with what you say.
24. In a multicultural workforce, you should observe the behavior of the person listening to you
without assigning a mean
If a business associate refuses to look you in the eye while you and he are speaking, you
A. ask why he won't look you in the eye.
B. realize that he's probably telling you the truth.
C. keep moving toward him, until you force him to look you
Learning Objective: 17-03 Apply techniques for acknowledgment responses.
Level of Difficulty: 1 Easy
Locker - Chapter 17 #23
Topic: How do I show people that Im listening to them?
In a multicultural workforce, you sho
Mention the primary purposes of a negative message.
The primary purposes of a negative message are as follows:
1. To give the reader the bad news.
2. To have the reader read, understand, and accept the message.
3. To maintain as much goodwill as possi
Peter Hopkins, the marketing manager at Orion Inc., is delivering a presentation to a
prospective client this Monday. His presentation contains numerous slides with tables and
charts based on data collected from extensive consumer research. Because Pe
Which of the following is a blocking response?
A. Paraphrasing the content of a conversation
B. Minimizing the problem
C. Stating one's own feelings
D. Asking for information or clarification
E. Offering to help solve the problem together
Which of the following sentences displays good you-attitude?
A. Why have you submitted last year's sales report instead of this year's?
B. You should learn to be more careful when editing documents.
C. I think that the quality of this document can be
A creative person:
A. is most likely to consider innovation as a waste of time and resources.
B. upholds conventional wisdom.
C. is most likely to consciously seek problems or dissonances that need work.
D. is most likely to view brainstorming as a wa
Learning Objective: 17-01 Explain good listening strategies for the workplace.
Level of Difficulty: 3 Hard
Locker - Chapter 17 #32
Topic: What do good listeners do?
Which of the following strategies helps avoid liste
"If you are not satisfied with the service of Star Insurance, you need not renew your policy."
Which of the following correctly evaluates the sentence?
A. The sentence demonstrates positive emphasis and you-attitude.
B. The sentence is negative and ca
A problem-solving pattern is most appropriate when:
A. the audience will do as you ask without any resistance.
B. you expect logic to be more important than emotion in the decision.
C. you need a response only from the people who are willing to act.
23. While writing to superiors you can tone down your request by avoiding subjunctive verbs.
24. Requesting action by a specific date is a strategy for encouraging a timely response.
25. In the context of collection letters, middle l
Creating Web logs, or _, is an increasingly popular way of communicating on the Web.
Creating Web logs, or blogging, is an increasingly popular way of communicating on the Web.
Millions of bloggers post thoughts, images, and links in journal-
24. Highlighting key words helps make Web pages more accessible.
25. When designing Web pages, you should use "marketese" for better results.
26. Blogging is so popular, some businesses are turning to it to aid in recruiting employee
While writing to superiors you can tone down your request by avoiding subjunctive verbs.
Getting the right tone when writing to superiors is tricky. You may want to tone down your
request by using subjunctive verbs and explicit disclaimers that
Chapter 13 Key
E-mail messages are characterized by a high degree of privacy.
Although e-mail feels informal, it is not private, as a conversation might be. An employer may
legally check an employees messages. And a message sent to one person can
41. In order to be a good netizen, you should:
A. engage in flaming, whenever possible.
B. always send copies to your boss or CEO, regardless of the subject or relevance of your e-mail
C. always put the whole message in caps.
D. adapt your e-mail
Which of the following is true about building credibility or emotional appeal?
A. Being flexible rather than being specific helps in building the credibility of a persuasive
B. Psychological descriptions should be avoided as they have a negat
You are working on a project that will require additional personnel. You decide to write a memo
requesting the same to your boss, who may be reluctant because the department is already
understaffed. Therefore, you choose the problem-solving pattern. I
List four strategies to counter objections.
Student answers may vary. The following strategies may be used to counter objections:
Specify how much time and/or money is requiredit may not be as much as the reader
Put the time and/or money in t
Mention two primary purposes of persuasive messages.
Student can choose from any of the following purposes:
To have the reader act.
To provide enough information so that the reader knows exactly what to do.
To overcome any objections that might pre
In persuasive messages, when you ask for something big or something that is not a regular
part of that persons duties, the first paragraph must not only specify the request but also:
A. highlight the negatives associated with it.
B. make the reader vi
Since e-mail messages are merely electronic documents, they cannot be used as evidence in
Writers using e-mail are much less inhibited than they would be on paper or in person, sending
insults, swearing, name-calling, and making hostil