Chapter 5
All of the following are reasons memos are used to send internal messages except
Select one:
a.
speed.
b.
permanency.
c.
formality.
d.
length.
Businesses often write appreciation messages to which of these receivers?
Select one:
a.
Employees who have suffered a recent loss such as the death of a family pet
b.
Customers who write letters of inquiry
c.
Customers who complain
d.
A competing business that "steals" a large customer order
c.
Customers who complain
All of the following are helpful tips to deliver a bad-news message personally in the workplace except
Select one:
a.
consider taking a partner if you fear a "shoot the messenger" reaction.
b.
think about timing and do not deliver bad news on a Friday afternoon.
c.
prepare and rehearse; outline what you plan to say.
d.
focus on the future and avoid discussing the past or the present.
d.
focus on the future and avoid discussing the past or the present.
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?
Select one:
a.
Begin by presenting his resolution to the problem.
b.
Address the message to a department or "To Whom It May Concern."
c.
Appeal to the receiver's sense of responsibility and pride in the company's good name.
d.
Show specifically how the receiver or the receiver's company caused the problem.
c.
Appeal to the receiver's sense of responsibility and pride in the company's good name.
Because your résumé is probably the most important document you will ever write, you should
Select one:
a.
include ample use of the personal pronoun I to make it more personal.
b.
consider having a knowledgeable friend or relative proofread it.
c.
use a professional résumé service to prepare your résumé.
d.
enhance your job titles to make your résumé more impressive.
b.
consider having a knowledgeable friend or relative proofread it.
Businesses use social networking to
Select one:
a.
All answer choices demonstrate how businesses use social networks.
b.
connect dispersed employees.
c.
provide a forum for collaboration.
d.
to solicit customer feedback when researching and developing products.
a.
All answer choices demonstrate how businesses use social networks.
Most workplace messages should be organized
Select one:
a.
chronologically.
b.
directly.
c.
topically.
d.
indirectly.
b.
directly.
Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?
Select one:
a.
Use the refusal-before-reason pattern to present the information artfully.
b.
Use neutral, objective language to explain the reason the claim is refused.
c.
Avoid offering resale information because it may weaken customer confidence.
d.
Place blame where blame is due, including on the customer if he or she is responsible.
b.
Use neutral, objective language to explain the reason the claim is refused.
Purposes of e-mail marketing include attracting new customers, keeping existing customers, encouraging future sales, cross-selling, and
Select one:
a.
cutting costs.
b.
lobbying local legislators.
c.
importing products from international businesses.
d.
seeking new employees.
a.
cutting costs.
The biggest error most applicants make when writing a cover message is
Select one:
a.
making the letter too generic.
b.
forgetting to enclose their résumé.
c.
not asking for the interview.
d.
misspelling the receiver's name or the company's name.
a.
making the letter too generic.
Which of the following is the best advice for writing the body of an e-mail message?
Select one:
a.
Use numbered or bulleted lists when appropriate.
b.
Do not waste space on headings and subheadings.
c.
Develop your ideas into at least three screens to demonstrate your writing ability and the seriousness of your message.
d.
To help the receiver act on the subject, avoid frontloading.
a.
Use numbered or bulleted lists when appropriate.
The conclusion of a response message should
Select one:
a.
omit the sender's name to avoid legal liability.
b.
provide specifics if further action is required.
c.
include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me."
d.
avoid repeating the information provided or referring to its use.
b.
provide specifics if further action is required.
Maya has decided to apologize briefly in the buffer of her bad-news message to a client. Which of the following is the best apology?
Select one:
a.
We apologize for any inconvenience this may have caused.
b.
We know that you rely on your espresso machine to function properly.
c.
It is unfortunate that you are unhappy with your espresso machine.
d.
We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
d.
We sincerely apologize for the problems you experienced with your espresso machine. To prevent recurrence of this problem, we will recalibrate the heating element at no charge to you.
Stephen is starting a new job and wants to demonstrate that he is a professional employee. What advice should he follow?
Select one:
a.
Never apologize for errors or misunderstandings because doing so calls attention to them.
b.
Exercise self-control and keep personal opinions of people private.
c.
Avoid compromising with others.
d.
Show up a few minutes late every so often to show that he isn't an overzealous employee.
b.
Exercise self-control and keep personal opinions of people private.
When you apply for a position but are rejected, employment experts recommend that you
Select one:
a.
phone the employer's personnel office to determine the reason why you were not selected.
b.
do not apply at that company again for at least 12 months.
c.
send a rejection follow-up message indicating you are disappointed but will contact the company again in a month in case a job opens up.
d.
send a rejection letter saying you believe the employer has made a hiring decision error in not choosing you.
c.
send a rejection follow-up message indicating you are disappointed but will contact the company again in a month in case a job opens up.
News professionals, educators, and corporate trainers create digital audio or video files; and receivers can download the files to a computer or a smartphone to view or hear the file contents. What are these digital audio or video files called?
Select one:
a.
Wikis
b.
Podcasts
c.
Web forums
d.
Blogs
b.
Podcasts
Which of the following is not a routine business message?
Select one:
a.
An all-staff memo that outlines the new procedures for processing returned merchandise
b.
An e-mail reply to a customer acknowledging that his or her order has been shipped
c.
A letter to a customer denying his or her request for credit
d.
An e-mail message to a coworker that confirms the time for an upcoming meeting
c.
A letter to a customer denying his or her request for credit
Matt must send a refusal letter to Ryan, who recently interviewed for a job. Which of the following will be the best closing?
Select one:
a.
Again, Ryan, we truly regret being unable to offer you this position.
b.
If you had the required five years' experience in social work, we could have included you in the final slate of candidates.
c.
If you have any questions, Ryan, please do not hesitate to call me.
d.
We wish you all the best in your job search.
d.
We wish you all the best in your job search.
The most successful workplace teams
Select one:
a.
agree on a purpose and procedures.
b.
work independently.
c.
avoid conflict.
d.
are homogeneous.
a.
agree on a purpose and procedures.
Which of the following will not help you reduce your fears about interviews?
Select one:
a.
Practice interviewing as much as you can, especially with real companies.
b.
Rehearse answers to the most frequently asked interview questions.
c.
Take deep breaths while waiting for the interview to begin.
d.
Let the interviewer have complete charge of the entire interview.
d.
Let the interviewer have complete charge of the entire interview.
Which of the following is the most appropriate closing for an e-mail message or memo?
Select one:
a.
Thank you in advance for answering my questions.
b.
It's been great talking with you.
c.
Please submit your report by August 1 so that the information can be presented at the seminar.
d.
Please let me know if I may be of further assistance.
c.
Please submit your report by August 1 so that the information can be presented at the seminar.
Instructions should be written in __________ using the imperative (command) mood.
steps
Using a(n) A_____________-voice verb enables you to depersonalize an action and cushion the bad news.
passive
Which statement about professionalism is most accurate?
Select one:
a.
Professionalism refers to those behaviors exhibited only to customers.
b.
Professionalism emphasizes hard skills or technical knowledge desired by employers.
c.
Professionalism is important only in large companies.
d.
Professionalism describes desirable workplace behavior.
d.
Professionalism describes desirable workplace behavior.
Examples of positive __________ messages for the interview process include arriving on time, dressing professionally, controlling your body movements, exhibiting good posture, using effective eye contact, smiling appropriately, and listening attentively.
non-verbal