BUSI_300_ALL.docx-17-18.docx

Chapter 1

Which term refers to a reputation for adhering to high moral and ethical values?

competence

character

community

transparency

accountability

Which of the following is true of credibility?

Its importance in the post-trust era has decreased.

business problems, and get a job done?

transparency

accountability

power

competence

character

Marti is a graphic designer. He took a series of courses on basic coding. He used what he

learned to solve a big problem for his team. In doing so he demonstrated

competence.

caring.

adhering to high moral and ethical standards.

seeking a low-profile, passive role in your organization.

being accountable to no one but yourself.

Being a "giver" is a trait associated with

character.

transparency.

caring.

communication.

competence.

In the business world, caring can be demonstrated

by considering the needs of colleagues and

subordinates. sharing relevant information with

stakeholders. emphasizing the results of decisions and

actions. focusing mainly on the tasks that need to be

Which of the following actions demonstrates caring?

of the following statements would prove this?

He prioritizes the development of his company over the well-being of his team.

His communication style is me-oriented, not we-oriented.

He strives to understand the interests and aspirations of his employees.

He believes he is accountable to nobody but himself.

A business leader can cultivate a sense of community by

encouraging employees to work as individuals rather than as a team.

developing new strategies to sell different products to different markets.

Which of the following statements accurately describes the role played by character in the

A decrease in transparency positively influences character.

Character is especially important in long-term, collaborative

relationships. An increase in accountability adversely affects character.

The rules of conduct or moral principles that guide individual or group behavior are known as

transparency.

accountability.

values.

ethics.

character.

What is the definition of business ethics?

the skills needed to solve and overcome business problems

the ability to seize business opportunities when they present themselves

communication patterns that are me-oriented, not we-oriented

the extent to which employees care for the needs of the company

commonly held principles in the business community for acceptable

The dominant business ethic in corporate communications is , which is “a principle that

allows those affected by administrative decisions, business transactions, or charitable work

duty of civil servants, managers, and trustees to act visibly, predictably and understandably.”

caring

hierarchy

Which action demonstrates that Elandria acts with transparency?

She shares her company’s trade secrets with its competitors.

She accepts only small gifts from clients.

She keeps conversations with stakeholders confidential.

She shares all relevant information with stakeholders.

She considers herself accountable only to her team.

A majority of employees surveyed believe that a top manager who violated ethics policies at

given a chance to correct his or her behavior.

Which of the following factors reduces the incidence of unethical behavior?

opposing personal and corporate

unaccountable business leaders

a closed communication structure

the subjective interpretation of business values

Corporate values are

personal values practiced only in the workplace.

unwritten rules by which an industry works.

laws imposed by the government on corporations.

the stated and lived values of a company.

When personal values and corporate values are aligned, employees have more

conflict.

the values that are practiced only in the

works.

the stated and lived values of a company.

guidelines that the government expects public companies to follow.

Which of the following is a reason for increased transparency in business?

Machines are handling many tasks once done by people.

The Internet has made it difficult to keep corporate

secrets.

Public scandals have made people distrustful of corporations.

Stakeholders have demanded a larger role in corporations.

the contemporary relevance of your business’s ethics.

the financial state of your company.

the relationship between stakeholders of different companies.

the credibility of your business communication.

the profits made by your company’s investors.

In high-trust relationships

Challenging rationalizations is a way to

empower yourself to speak up about ethics

violations. improve communication with colleagues.

demonstrate your competence level.

encourage cooperation among team members.

Gala wants to improve her employees' engagement. To do so, she should try to increase their

accountability to team members.

sequential and individual.

simultaneous and individual.

simultaneous and mutual.

sequential and mutual.

simultaneous and exclusionary.

Jana decides to convey her consent by saying, "yes," and nodding. What process has Jana

demonstrated?

feedback

encoding

decoding

Frank is having difficulty hearing the point his coworker is making because of loud hammering

outside the window. What type of noise is Frank experiencing?

physiological

semantic

psychological

cognitive

Matt and LaRita grew up in communities that view authority in very different ways, so they

have difficulty understanding each other at times. The problem is being caused primarily

because of

psychological noise.

a filter of lifetime experiences.

differences in emotional

intelligence. emotional hijacking.

David was already feeling stressed about a deadline he was having trouble meeting. When he

went to make photocopies of an important graph, he saw a sign on the copier saying it was

out of order. An immediate jolt of rage ran through David's system, and he kicked the

psychological noise

emotional hijacking

Why does emotional hijacking occur?

People are hard-wired to feel emotions about a situation before they reason it out.

People spend too much time developing self-awareness, so they become overly emotional.

People have a high emotional intelligence, which makes them less emotional.

People experience a great deal of physiological noise that interferes with reasoning.

People deliberately use their emotions to manipulate the reactions of others.

Asking oneself how certain emotions alter or distort one’s thinking helps improve

self-awareness.

empathy.

What term is used for events that cause strong, often negative, emotional responses?

hijacking

stress

triggers

Which of the following is most likely to be true about people who exhibit high self-

management?

They show a sincere interest in others’ efforts, ideas, and successes.

They react defensively and with a me-first attitude when threats are perceived.

They discuss frustrations in the context of solving problems and improving relationships.

They frequently vent frustrations without a constructive work purpose.

They are unable to control their emotional impulses.

low self-management

skills. low empathy.

high self-awareness.

skills. low self-awareness.

Decoding

Self-management

Mitigating information

Emotional hijacking

In tense and emotionally charged situations, it is important to

maintain your point of view.

speak loudly and

a cursory glance accompanied by a

smile a nod to indicate

acknowledgement

a deep breath to relax oneself

Which of the following people displays a learner mind-set?

Natasha walks away when someone says something she disagrees with.

Sam, a factory worker, declares that executives have no idea what real work is.

Emilie declares in a meeting that there is only one correct procedure to follow.

During a department meeting, Sasha reminds people that disagreements are normal.

Selena always agrees with everything her manager and supervisor say.

Which of the following is a funnel question?

Now that we know we want to reduce the company budget, what subcategories should

we consider?

In what way do you think our shipping practices contribute to our high

expenses? How can we reduce our expenses for office supplies to meet our

budget goals?

Probing questions break the ice and gradually ease people into conversations about shared

business interests.

business issue.

Probing questions focus on what should be done to solve business problems and accomplish

Probing questions are narrow-ended questions that are actually opinions presented in question

form.

Which of the following is a solution-oriented question?

What have your experiences with the new software been?

Now that we know our absentee rate is high, how can we learn the reasons for that problem?

Why do you think our personnel policies contribute to employee dissatisfaction?

How can we change our process to ensure we meet the new deadline?

Could you explain your suggestion in greater detail?

the process of interpreting messages from others into

intelligent observation of nonverbal communication

understanding your emotions as they occur and how they affect you

having the discipline to hold off emotions in order to meet long-term intentions

When you are trying to read another person’s nonverbal clues, which of the following should

you focus on the most?

the nose

the chin

the neck

Which of the following employees is most likely to have a blue motivational value system?

Darwin focuses on encouraging the growth of coworkers.

Michele dislikes it when people do not fight back if they have been

wronged. Elise wants the team to remain as flexible as possible.

Therese gets annoyed when she perceives that people do not take work seriously.

Which of the following employees is most likely to be a hub?

Magdala tries hard to give everyone credit for their contributions.

colleagues acting quickly if they see an

important questions making a positive

first impression meeting people at

large social events

Which of the following employees is most likely to be an extrovert?

Len meets everyone in the department by his third day on the job.

Irina is patient and persevering at long, detailed tasks.

Aun takes time to consider the ramifications of every decision.

Bob has a small network of colleagues he works with closely.

Phil prefers to work alone rather than on a team.

Civility

Decoding

Empathy

Which of the following employees is acting with incivility?

Rena displays interest in her coworkers’ personal accomplishments.

Kathy’s motto is “Let’s agree to disagree” when contentious issues arise.

Scot t usually greets female colleagues by saying, “Hello there, girls.”

Pilar refuses to multitask when her coworkers are talking to her.

The boss will have a large corner office with many amenities.

The employees will not question the policies that affect them.

Employees will give more respect to colleagues who wear business suits.

Employees will automatically accept the manager’s views during disagreements.

Which of the following is a feature of hierarchical cultures?

Salary ranges between the top and the bottom of an organization are quite narrow.

People of all ranks are encouraged to voice their opinions openly.

Leaders expect employees to comply with their decisions because of their authority.

People tend to distribute and share power evenly.

In societies with low performance orientation, people

consider financial incentives crucial to achieving better performance.

prioritize measurable goals and objectives in meetings.

High future orientation cultures

use inflexible and firm language.

often mention short-term rewards and incentives.

prioritize proven and routine approaches to problems.

focus more on intrinsic motivation.

rarely discuss long-term strategies as part of communications.

The cultural dimension that deals with the level of confrontation and directness considered

individualism.

assertiveness.

performance orientation.

egalitarianism.

In a highly assertive culture, you would be likely to observe people

using subtle, indirect language in meetings.

allowing silence to linger in meetings.

expressing respect for others but letting issues go

ideas. expressing themselves in controlled, measured ways.

is the degree to which an organization or society encourages and rewards

individuals for being fair, altruistic, friendly, generous, caring, and kind.

Performance orientation

Future orientation

Humane orientation

Individualism

Egalitarianism

Each time people meet, they start by asking how the other person is doing.

Discussion of feelings is considered a vital part of decision making.

Coworkers frequently volunteer to help each other finish tasks.

cultures? They often stress orderliness and consistency, even if it means sacrificing

They develop trust quickly with people from other groups.

They show less resistance to change and less desire to establish rules that dictate

behavior. They tend to be extremely informal in their actions.

They tend to expect informality in most interpersonal business interactions.

People from low uncertainty avoidance cultures

prefer documenting agreements in legal contracts.

keep meticulous records and document conclusions drawn in meetings.

refer to formalized policies, procedures, and rules as a basis for decision making.

prefer informality in most interpersonal business interactions.

Women who stay home with children receive a salary.

There are equal numbers of men and women in prestigious professions.

Teachers are paid as much as doctors.

The average woman's salary is higher than the average man's.

Men predominantly hold the culture's lowest-status jobs.

is the belief that your own culture is superior to all others.

Individualism

Ethnocentrism

Assertiveness

Why is it important to learn about the customs and etiquette of Brazil, Russia, India, and

China in particular?

They are the closest allies of the United States.

Their cultures are most similar to the culture of the United States.

They have the most difficult cultures to learn.

Their business practices are more advanced than those of other countries.

They are expected to become important business markets.

poverty

deforestation

religion

personal life

focus on individuals and their goals.

stick to basic technology for

teamwork. defer to the oldest team

member. avoid verbal opposition.

One difference between members of Gen X and members of Gen Y is that Gen Yers are more

likely to

be impressed by titles.

understand technology.

seek continuous

feedback. seek flexible

often excluded from important business meetings.

held to higher standards of ethics than men.

assertive. less willing to work long hours than

men.

likely to get into arguments with colleagues.

Chapter 5

Which of the following is typically included in the planning stage of writing an effective

business message?

setting a positive and other-oriented

tone making the message easy to read

removing distractions from the message

Which of the following is most likely to be included in the writing stage of developing an

sending the message for proofreading

removing any distractions

Which of the following is typically included in the reviewing stage of developing an effective

business message?

setting a positive and other-oriented

tone removing distractions from the

audience

identifying the primary message and key points

giving importance to the I-voice

Which of the following is most likely to be true about excellent business writers?

They spend a significant amount of time reviewing their work.

launch. In the process of creating the business message, she studies the background of the

employees and considers their needs and priorities. This action belongs to which step of the

AIM planning process?

message development

audience analysis

audience review

message analysis

Abbad works as a managing editor. It is very important to him to maintain the quality of his

work. He has set a very high standard for his team. Abbad’s high ideals are referred to as

conclusions.

positions.

values.

priorities.

analogies.

tend to shift more often than values.

avoid taking higher-responsibility projects.

create a blog on a social topic.

ask your boss for ideas about improving your professional reputation.

use I-voice frequently in your business messages.

In the course of creating an effective business message, excellent business thinkers are most

likely to

gather information from a single strong source.

avoid using the other-oriented tone.

be rigid in their approach to business problems.

encourage one-way linear thinking.

identify and articulate key questions and problems.

facts.

values.

Analyzing a business problem typically

message. uncovering relevant facts.

ignoring audience priorities until later.

exaggerating the problem.

slanting the facts to fit the message.

The deductive approach is also known as the approach.

deliberate

direct

primary

inductive

Productivity at the Michigan branch of Brite Paper Manufacturing has decreased significantly

that many employees are spending significant time on social media while at work. He wants

to construct a report for the company's leadership team, using the deductive approach. How

should he structure the report?

state the primary message; lay out supporting reasons; conclude with a call to

The inductive approach to writing a business argument

should generally be used when recommending a program or action.

does not require the inclusion of supporting reasons.

is also referred to as the direct approach.

provides the supporting reasons before the primary message.

includes a primary message but not a call to action.

Amal is preparing a report about a planned wave of layoffs at the plant where she works. She

wants to use the inductive method. How should she structure the report?

state the primary message; lay out supporting reasons; conclude with a call to action

state the primary message; give the call to action; lay out the supporting reasons

dedicate most of your time to

drafting. slant the facts as

appropriate.

emotions. avoid faulty cause/effect

Which of the following suggestions should be followed to build a well-reasoned business

position?

Use unsupported

generalizations Exaggerate for

emphasis.

Slant the facts.

Use either/or logic.

Use strong analogies.

It eliminates the possibility of using the deductive approach for business

messages. It eliminates the possibility of using the inductive approach for business

Which of the following is most likely to lower a person’s credibility?

exaggeration of facts

desire to take on more

responsibility use of strong

analogies

use of the other-oriented tone

While analyzing the advantages of orientation programs for new employees, Carter learns

that these programs can make new employees more comfortable in their jobs and thus help

them focus on their work. This in turn increases employee efficiency and reduces the

likelihood that they will quit their jobs. Which of the following statements should Carter

Orientation programs may help new employees settle down in their jobs.

Orientation programs help new employees focus on their jobs.

Orientation programs eliminate the likelihood of new employees quitting their jobs.

Orientation programs can help increase employee morale.

Which of the following should be a goal of a business communicator?

to exaggerate facts appropriately in the message

to express the message in a way that respects others

to slant facts to gain as much benefit as possible

to avoid the use of the we-voice

Using diplomatic language is important because

it allows readers to focus on important

differences. allows the writer to convey emotion.

avoids implying an adversarial relationship.

allows writers to effectively implement the I-voice.

encourages careful reading of the message.

positivity.

common areas clean. He wants to focus on employees' shared efforts, interests, and

you-voice

we-voice

impersonal

voice I-voice

While examining the pros and cons of introducing a smoking-cessation program for the

employees of Hip Glass Inc., Suyin does extensive research and learns that the pros far

outnumber the cons. She decides to recommend that the company implement the program.

Which of the following statements will increase the positivity of her proposition?

Let me know if you want me to keep working on the program implementation plan.

days. I would like to present my argument for why we should implement a smoking cessation

Chapter 6

To ensure the completeness of a business message, a writer should

write at

length. repeat

facts.

use figurative language.

provide extra details.

In order for your colleagues to act immediately on your business message, the message needs

to be

in writing.

spontaneous.

complete.

short.

in italics.

being concise

The less specific you are while writing your business messages, the greater the possibility that

be assured of your

credibility. scan and skim

your message.

read your message more carefully.

be assured that you are not hiding

facts. focus on the main message.

When writers use long paragraphs in business messages, it

shows disrespect for the reader’s time.

conveys how knowledgeable the writer is.

has little impact on the reader of business messages.

Jerry's supervisor has asked him to revise a memo because his paragraphs are too long. How

long should Jerry's paragraphs be, on average, in his revision?

150-200 words

80-120 words

action verbs. use the

employ buzzwords.

People are most likely to process the information in a message quickly when writers

clearly identify the subject or

doer. use the passive voice.

exaggerate the facts.

avoid parallel

language. use a lot of

Improving ease of reading with natural style requires that the writer

words. use relevant

Why is active voice generally preferable for business messages?

It creates a non-confrontational tone.

It allows writers to introduce complex ideas.

It emphasizes the business orientation of action.

It allows writers to avoid special formatting.

It helps the writer connect with readers emotionally.

increase the other-orientation of the message.

make it more difficult for readers to interpret the message.

increase the specificity of the message.

In his memo, Ellis explains three functions of the new software he is recommending. What

avoid wordiness

use buzzwords

employ parallel language

avoid prepositional

decrease the specificity of the message

To keep their writing natural and engaging, business writers should avoid

short sentences.

action verbs.

The heavy volume of digital messages received on a daily basis makes it necessary for

business professionals to perform the delicate task of balancing the

need to answer emails with the need to answer texts.

time they spend reading messages with the time they spend writing messages.

need to respond to others with their own need to focus on work.

time they spend in spoken conversation with the time they spend on work.

need to respond to others with the need to write more emails.

They are better for building relationships than more recent technologies such as email.

When initiating a phone conference, you can show respect for your conversation partners'

using video technology.

eliminating all social chat.

greeting participants by

name.

explaining how long the meeting will take.

allowing them to mute their lines.

Which of the following guidelines is helpful when leading a group video call?

Send out instructions about how to use the technology in advance of the meeting.

Make sure to position the camera to show a lively background to maintain others’

collaborate across boundaries, and solve problems communally.

Social

Machine

Industrial

Society

Which statement correctly compares the rate that technology changes to the rate that

workplaces change?

Technology can change in a matter of months, while workplaces sometimes take decades to

change.

Technology can change in a matter of days, while workplaces sometimes take centuries to

change.

Technology can change in a matter of weeks, while workplaces sometimes take months to

Personal brand.

tools.

Information media.

User 1.0 is an individual who is most likely to

use peer-to-peer programs as the main communication tools.

depend on a content creator and avoid expressing his or her own opinion.

connect to the Internet from various devices.

stay connected online all the time.

use social networking tools to keep in touch with other employees.

One risk of social media use in companies is that it can

prevent employees from developing necessary job skills.

cause confusion over which communication channels to use.

Which of the following is a property of a social software system dashboard?

You can customize your dashboard to display selected

features. You can view others’ dashboards within your

dashboard.

You can delete your dashboard to avoid distractions.

status update.

textbook.

Traditionally, a blog contains entries

by the managers of a company.

professional writers.

anyone with approved access.

all members of an

organization. just one or a few

individuals.

It focuses on specific topics and areas of expertise, so it helps the team network.

Use strong, rigid language to make points.

Avoid complaining or blaming.

Keep the posts under 140

characters. Ignore competing points

of view.

Use leading subject lines on posts.

Katya's team has begun collaborating through an online forum. Which of the following

guidelines should Katya follow?

Limit participation to once or twice a month.

Use a cool, detached tone to stay professional.

Avoid helping others so they can learn.

Liam is the most active participant on his company's social networking platform. Which

He never addresses colleagues by name to keep things professional.

He always uses a friendly, but direct tone.

He often requests that colleagues post work-related data.

He spends time on the platform each day.

providing information to employees

engaging in effective public relations

providing information to the media

brainstorming new product ideas

When stakeholders judge whether the communications and actions of an organization match

their needs and interests, they are evaluating the organization’s

reputation.

media.

tools.

What is the first component of a traditional press-release style public relations message?

boilerplate

blog?

the op-ed piece and the product analysis

the product analysis and the executive biography

the executive biography and the organization

history the organization history and the press

release

the press release and the op-ed piece

Which of the following guidelines should people who maintain professional blogs follow in

order to be responsive to their readers?

concerns. Use a businesslike tone.

Use I-statements often to establish

expertise. Include lots of images.

are company-related. She raves about new projects, expresses excitement about the

company's public events, and frequently praises her colleagues. How is Tia's online presence

likely to be perceived?

Her superiors will be distressed that she discusses Draft Inc. online.

Her superiors are likely to view her posts skeptically and distrust her.

Her superiors will be pleased that she shows so much enthusiasm for Draft Inc.

Her colleagues will be frustrated that their accomplishments are being shared publicly.

Cho's social media posts send the meta message, “You can always count on me.” This suggests

that Cho is

competent.

independent.

caring.

fun-loving.

self-centered.

personal and public

professional and public

personal and private

professional and social

the following posts is most likely to damage her reputation?

an explanation about how to get the most out of a spreadsheet program

a summary of a lecture she heard at a recent training seminar

a story about having fun at a bar with colleagues after a sales

meeting a favorable review of a best-selling business book

Len has asked you to evaluate his professional blog. Which of the following aspects of his blog

would you suggest that Len change because it might damage his online reputation?

A few posts review professional articles related to his profession.

About one-half of his posts detail one of Len’s accomplishments.

A few posts give details about seminars being offered to people in his field.

business professional. Which profile picture should she choose?

a photograph of her with her children

a logo that she designed

employees?

mentioning their employment when praising the company’s products

declining to answer a question about technical matters that are not their expertise

spreading the word about a promotional giveaway that the company is running

refusing to give advice about what the company stock might do

criticizing a supervisor by name after receiving a poor review

Which of the following would a company consider an ethical use of social media by its

employees?

pretending to be a satisfied customer when praising the company’s

products discussing company secrets with a friend who works for a

revealing the problems in the development of a new product

persuasive messages

routine messages

crisis communications

messages public relations

messages

Routine messages should be direct and

front-loaded.

back-loaded.

middle-loaded.

detail-loaded.

subject-loaded.

in the subject line

in a post script

Carla wants her email messages to emphasize her credibility. Which of the following should

Use the word "I" to demonstrate her authority.

Make sure she has included all necessary information.

Use long paragraphs to demonstrate knowledge.

Repeat the primary message at the end of the

email. Avoid using a greeting or informal language.

tone during the stage.

brainstorming

planning

writing

reviewing

proofreading

During the writing stage of routine message development, focus on

giving the message a writer-centered

Which of the following actions is most likely to be part of the reviewing stage?

analyzing the audience

creating a reader-centered tone

gathering relevant information

developing the primary

message

Which type of routine message should you ask a colleague to review before you send it?

a message offering sympathy

a message setting up a lunch date

a message thanking someone for help

Which of the following are you most likely to include in a routine request?

a description of

for the request an expression

of gratitude

a claim about the request

an expression of

request? You need to be particularly persuasive when writing routine

One primary goal for routine requests is to acknowledge a

In the case of a routine request, one of the primary goals of the message is to

retain the goodwill of the recipient.

accept responsibility for a harm caused.

acknowledge a mistake.

Nolan asks his team to prepare a proposal for a major client, but he does not outline his

Nolan's team will be inspired to achieve more than Nolan expected.

Nolan's credibility will be negatively impacted.

Nolan's team will refuse to write the proposal.

express gratitude.

make claims.

set expectations.

Which of the following is an accurate statement about messages that provide directions?

Since describing step-by-step procedures is so specific, insufficient detail can frustrate readers.

For routine matters, several people need to test the written procedures.

Messages that provide directions are distinctly different from those that set expectations.

While writing highly technical and complicated procedures, you should review your own work.

Your ability to foster interpersonal trust is gauged from your ability to provide directions.

Restrict the number of inquiries to one per email.

Set off each question by using special formatting.

Avoid using bullets or numbered lists.

Use bullets when the order of the inquiries is important.

Which of the following is an announcement?

a frequently asked questions (FAQ)

Which of the following statements about announcements is true?

Announcements are usually sent to a small, targeted group of employees or customers.

Event announcements should allow readers to gather all relevant information in 10 to 15

seconds.

Employees and customers devote a great deal of attention to the announcements they receive.

Employees gloss over announcements because they contain few facts.

rationale.

subject line.

primary message.

statement of goodwill.

Dwell on your frustration and dissatisfaction.

writing. Lay out a logical explanation of the claim.

Threaten to take your business elsewhere.

Let the recipient decide what action should be taken.

Which of the following is true of messages showing appreciation?

They are only sent by lower-level employees and are always sent to superiors.

A sincere expression of thanks strengthens work relationships.

It is not important to state goodwill in such messages.

Messages showing appreciation are always informal.

Gaining attention is the primary focus of messages showing appreciation.

Appreciation messages should begin with a(n)

rationale for the

Which of the following is an important element of an apology?

providing responses

offering commitments

offering support

Apologies are most effective when they

focus on oneself.

deny responsibility.

are timely.

use clichés.

Which of the following is true of apologies?

Effective apologies must focus on you, not on the injured party or parties.

Defensive behavior during an apology validates the apologizer’s sincerity.

Apologies are effective when they employ clichés to express sentiment.

Avoid complicating the business relationship with personal gestures.

Include a eulogy for the client's son in your next newsletter.

Send a handwritten sympathy card to the client.

Wait until the next client meeting to ask how the client is doing.

Chapter 10

People are unlikely to consider your ideas and requests if

they question your

credibility. the requests are

they feel you already appreciate them.

proofreading the text.

analyzing the audience.

perfecting the hard

providing a rationale.

When delivering negative feedback in person, you can potentially leave your message

recipient feeling better by using a

slick design.

emotional tone.

positive tone.

complex style.

neutral delivery.

prevent employees from sharing bad news.

foster a transparent and open work

culture. share bad news as impersonally as

bureaucracy.

Which of the following is the best example of a company experiencing the mum effect?

personally.

A transparent work culture at Sylphs Inc. allows employees to transfer bad-news messages to

top executives in an accurate state.

In Sandman Corp., as messages move up the chain of bureaucracy, they get filtered at each level

to soften bad news.

Elixir Machine Corp. provides an honest, caring environment for employees and encourages

them to openly discuss their problems.

Employees of the Gray Kingdom Inc. freely exchange both good and bad news, as they are not

blamed for it later.

the mum effect.

When delivering bad news to customers via a written message, use

the you-voice.

specific examples of their

a lot of industry-specific

jargon. a complex message

style.

Ideally, which of the following should a manager avoid when delivering negative performance

reviews?

adopting a team-centered

orientation sugarcoating the bad

news

asking employees for their perspectives on their poor performance

emphasizing problem solving rather than blaming

percent price increase for all services. In doing so, she should be sure to

over the years.

comprehensive plans.

The sandwich approach to delivering bad news

softens the bad news but encourages bad

performance. makes the message open, clear, and

specific.

focuses more on attitudes and intentions than on actions and results.

is the best way to deal with poor performers.

makes the feedback and expectations specific and direct.

In delivering negative performance reviews, a focus on the of an employee is

beliefs

demoralize employees.

be highly effective and fair.

increase the employees’ accountability.

help employees maintain good terms with their supervisors.

To avoid counterproductive responses to negative emotions such as fear, anxiety, and anger, a

person should

accept that negative feedback is an inevitable part of life.

find a way to sugarcoat bad news.

withdraw from interacting with people who are likely to be critical of him or her.

learn to recognize and name these emotions.

display defensive behavior during negative communication.

I am doing fine, so I do not need anyone else’s feedback.

My boss does not pay enough attention to my work to evaluate it.

I am too busy to respond to feedback.

Terrence needs to deliver negative feedback to an employee, Chad, using his company's

discuss Chad's poor performance with other managers in the company.

privately warn Chad's coworkers that they may face increased scrutiny due to Chad's ongoing

poor performance.

meet with Chad in person and establish goals for improvement.

rank the performance of each employee on a scale of one to ten.

send a company-wide email reiterating key performance

objectives.

Which of the following statements is true of reviewing bad-news messages before delivering

them?

intense reviewing.

reviewing.

Asking colleagues to review your bad-news message and give feedback is not a wise practice.

Only your most trusted colleagues should be invited to review messages that feature

for external recipients.

Which of the following questions will help you to apply the "access" aspect of the FAIR test

Have I gathered all the relevant facts?

Would recipients consider my communication respectful?

What have I done to lessen the negative impacts on

recipients?

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

Chapter 12

The first step in developing research-based business reports is

collecting secondary data.

collecting primary data through surveys.

identifying what decision makers want to accomplish.

determining the format of the research report.

converting secondary data in charts and tables.

Which of the following is a type of primary research?

conducting survey research

extracting relevant information from the Internet

reading through newspapers

referring to a competitor’s previous business reports

using information from government surveys and reports

One advantage of open-ended questions is that they

are easier for researchers to quantify and analyze than closed questions.

help researchers understand an issue in more depth than closed questions.

restrict respondents to rating scales and multiple choice.

are more frequently used in surveys than closed questions.

Which of the following statements about online surveys is true?

Online surveys are always convenient and eliminate the need for paper-and-pencil

questionnaires.

Data from online surveys can be automatically dumped into a spreadsheet.

Online surveys are typically conducted during secondary research.

produces unreliable and unusable information as a result?

leading

exhaustive

unambiguous

closed

In general, survey questions should

be short enough to answer in a few seconds.

have overlapping response choices.

cover multiple ideas.

"A survey question should have response choices that are exhaustive." This means that

there should be no overlap between the response choices.

the question should suggest the correct answer to its

respondents. more than one idea should be included in the

question.

the test of the questions and its answer choices should be long.

"A survey question should have response choices that are unambiguous." This means that

there should be no overlap between the response choices.

the question should suggest an answer to the

respondents. more than one idea should be included in

the question. the text of the question and its choices

all possible answers should be included among the respondent's choices.

Linda wants to compile a list of clients who have made purchases from her company over the

past six months. The best source for this information is likely her company's

newsletter.

statistical software.

spreadsheet software.

databases.

annual report.

Tamika has conducted a series of performance tests on several different prototypes of her

company's new product, and wants to perform a quick analysis of the results. Which of the

spreadsheet software

accounting software

word processing

software presentation

Julie is feeling overwhelmed by the number of surveys and spreadsheets of data she has

compiled. When she tries to analyze them, she keeps thinking of more questions and issues.

Julie can best focus her efforts by

asking a colleague to review the data for her.

paying the most attention to chartable data.

remembering her key research problem.

looking for the flashiest or most startling findings.

Peter wants to create a chart that shows how market share is divided among the

top companies in his industry. Which of the following options should he use?

a pie chart

a line chart

a bar chart

an organizational chart

a clustered column chart

quantities. Bar charts can be used to represent only a few

company's user base has grown since the company was founded two years ago. This

information would best be presented in a

bar chart.

pie chart.

organizational chart.

clustered-column chart.

Octavio wants to compare the gross national product for six different countries for the

year 2016. The best way for him to display this information is with

a bar chart.

a clustered-column chart.

Series names should not be placed on the lines.

At least four data series (lines) should be included.

Unusual fonts and special effects can add to a chart’s readability.

Bars should be about one-third the width of the space in between bars.

Bars should be arranged in ascending or descending order in most cases.

Lighter colors should be used to represent the most important data series.

Which of the following is a helpful guideline for formatting tables?

Arrange entries in ascending or descending order.

Do not distinguish between items in a category.

Avoid labeling every column and row.

Use grid lines on all borders of the

tables.

Which of the following relates to how current and representative data is?

primary research

business periodicals

scholarly journals

industry publications

government reports

Which of the following research sources is most likely to be biased by the writers' career

objectives?

scholarly journals

white papers

business periodicals

The biggest disadvantage to using the Internet as a source of research, rather than business

databases and other sources available at the library, is that

Internet. it costs more to do research on the Internet.

information on the Internet is less reliable than information gathered in business databases.

it is difficult to learn what professionals are saying about a business topic on the Internet.

the information on the Internet is text-only, while library sources contain a variety of media.

Experienced writers use word processing software, spreadsheets, or databases for recording

information about their research sources during the research stage to increase the of

their research.

adaptability

credibility

relevance

expertise

entering into the process with preexisting assumptions

focusing on transparency and disclosure

Sales data suggests that demand for Turnkey Software's products remains strong. However, a

with Turnkey's technical support and are actively looking for alternative products. When

organizing the data at Turnkey's quarterly meeting, the analyst should

focus on the sales data to reinforce the idea that Turnkey is a leading software company.

ignore the customer satisfaction survey as irrelevant to the company's profits.

address its customer service situation.

adjust the scale of charts to make the customer satisfaction data appear less alarming.

consider what company stakeholders expect to hear and find new data to support those

conclusions.

Chapter 13

providing facts that help decision

honestly

reporting information transparently

If you want to increase your credibility when writing a business report, you should work to

support managers’ preconceived ideas.

avoid disturbing decision makers by keeping them out of the process.

draw the reader's attention to your writing style.

provide facts and conclusions that will help decision making.

cover up unpleasant facts.

Most business proposals deal with

analyses of business databases.

recommendations for courses of

action. analyses of spreadsheets.

summaries of survey research.

decisions about allocating resources.

make sure the proposal is at least 50 pages long.

Which of the following is a benefit of giving a clear statement of the business problem or

It signals that you have been methodical in collecting, analyzing, and reporting findings.

It eliminates the need for readers to read the whole report.

It decreases the length of your report.

It helps establish the purpose and value of the report.

It allows decision makers to judge the quality of your data.

Which of the following raises the credibility of a report?

supplying the facts with precision

avoiding the use of cause-effect

statements stressing positivity rather than

problem

Which of the following is an advantage of documenting your research sources?

It helps establish the purpose and value of the report.

It decreases the length of your report.

It provides the unique context of the problem.

information you have drawn from other sources?

summaries

recommendations

figures

To use another person’s ideas and pass them off as one’s own is known as

paraphrasing.

quotation.

citation.

plagiarism.

summarizing.

To avoid plagiarism on a sentence and paragraph level, writers should

document all references to the ideas of others.

the quotation emphasizes the credibility of the original speaker or writer.

you want to decrease the length of your report.

the quotations come from primary research.

you want to express the idea of another speaker in your own words.

you want to avoid documenting references to others’ ideas.

The best way to avoid plagiarism on a documentwide level is by

changing the words of the original speaker to alter the meaning.

using direct quotations or verbatim restatements from another

source. significantly altering the original words and sentence

recommendations. combining information from one or two sources.

It uses almost the same wording as the original.

It automatically helps you document references to others’ ideas.

It significantly alters the original words and sentence structure, but gives credit to the

originator. It uses the original quotation, but does not include quotation marks.

idea.

you supply your own ideas, conclusions, and recommendations in a report.

the moral or lesson of a story

Dahia comes to the conclusion while reviewing her presentation that she has left out

steps for evaluation does this omission relate to?

facts

audience

access

respect

caring.

competence.

presence.

authenticity.

During a presentation, promptly complying with requests raised by audience members

establishes your reputation as being responsive.

reduces your actual presentation time.

helps you focus more attention on your slides.

disrupts the flow of your presentation.

makes you seem self-serving.

Which of the following statements about delivering presentations with confidence is true?

Focusing on people during presentations will cause you to lose your train of thought.

feeling nervous. Which of the following tips would be the best advice you could give

Visualize yourself speaking with confidence and

for it. Arrive a little late to the venue.

Rehearse up until the last minute.

Which of the following will help you manage your nervousness before your presentation?

resisting the urge to envision yourself presenting

watching what foods and beverages you consume

avoiding talking to the audience before starting your presentation

focusing on people in the audience with skeptical expressions

During presentations, speakers show their by knowing their content well.

caring

character

competence

arrogance

give him about managing his nerves?

Take several deep breaths to alleviate your anxiety.

Stay distant from the audience before starting your presentation.

Drink large amounts of coffee before your presentation for

energy. Do not think too much about your presentation ahead of

time.

Avoid referring to colleagues by their names during your presentation.

leaning on or gripping the podium for support

arriving early to deal with surprises regarding equipment, room layout, or attendance

sticking to the original plan even when you encounter problems

In the middle of his presentation, Rey loses his train of thought. What should he do?

Tell the audience that he has lost his place.

Shuffle through his notes while explaining what he is doing.

Read the rest of the presentation without looking up.

Ellen paces back and forth across the width of the room while speaking.

Alex frequently turns to read the text on his slides while presenting.

In which of the following scenarios is the speaker acting advantageously?

Luis sits casually on a table while presenting.

Nelson stands just in front of the podium to seem more

accessible. Carter stares at his notes to deal with his nervousness.

Shaniqua grips the podium while she speaks to the audience.

Nicole paces around the room while presenting.

What does “E” stand for in the SOFTEN model of nonverbal communication in presentations?

examples

What does “T” stand for in the SOFTEN model of nonverbal communication in presentations?

transitions

training

tone

talk

Which of the following statements about the SOFTEN model of nonverbal communication in

presentations is true?

Going through your presentation quickly is recommended as it shortens your presentation time.

Leaning back and lowering your shoulders while presenting projects confidence.

Keeping your arms to your sides or gesturing with palms up is more inviting to the audience.

Gesturing with your hands, arms, body, and head is melodramatic and should be avoided.

Which of the following statements is a helpful guideline for nonverbal communication

during presentations?

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

melodramatic. Do not make too much eye contact because audiences interpret that as being

aggressive.

Avoid smiling because it can make you seem fake and insincere.

Demonstrate warmth by standing with your hands on your hips or folding your arms.

raising event. Which of the following nonverbal behaviors should Ronald use during his

Ronald should lean forward but keep an upright posture.

Ronald should use dramatic gestures.

Ronald should speak more quickly than usual.

Which of the following types of attire should generally be avoided in business-related

a tailored business

suit a blazer and slacks

jeans and a polo shirt

khakis and a button-down shirt

In the context of workplace attire, which of the following items of clothing distinguishes

men's formal business dress from business casual dress?

a necktie

tailored pants

Kimberly has to deliver a presentation at a formal business meeting. Which of the following

outfits will help Kimberly project authority and competence?

a dress shirt with chinos

a dress shirt, tailored pants, and conservative

footwear a high-level business casual dress

a tailored business suit with a skirt and leather shoes

a dress shirt with dress pants and high heels

Which of the following accurately matches the type of attire with the attribute it projects?

formal business dress projects creativity

avoid previewing your slides before showing them to the audience.

open your presentation with your slides.

explain and elaborate on the content in your slides.

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

face the screen instead of the audience to speak with confidence.

They can distract your audience members.

They send the message that you are low-

tech.

They cannot adequately present numerical information.

They alter the direction of the presentation.

and effective as possible?

presenter?

Check text messages, but do not accept phone

calls. Ask questions that pertain to the speaker’s

topic.

Lean back in your chair to show how relaxed you are.

Avoid eye contact to keep from distracting the speaker.

How can a team ensure that it gives a cohesive presentation?

Allow members to work independently as much as possible.

Chapter 16

Which of the following refers to one’s ability to maintain effective workplace relationships?

caring

intelligence quotient

character

credibility

In the context of attributes that establish credibility during the job application process, being

fair

analytical

One of the best ways to understand the needs of a potential employer is to

analyze the job position

take time to analyze your interests and qualifications.

Which of the following features of Elliott's résumé is most likely to cause problems with hiring

managers?

He didn't include an objective

statement. His list of jobs contains

conflicting dates.

He listed only three references and their contact information.

He listed general subjects rather than specific classes like ECON 302.

He didn't use industry jargon in his descriptions.

entered data in an online

system waited tables

resolved customer complaints

activities

Which of the following statements effectively quantifies accomplishments in a previous job?

organized a workshop for 100 sales representatives

greeted clients and scheduled appointments by phone

Your most important contributions should be scattered

throughout. Quantifiable accomplishments should be positioned at

the bottom. Your most important contributions should be

positioned first.

Your least important contributions should be positioned first.

The use of such clichés will most likely

make Leo seem like an overly qualified candidate.

indicate that Leo has vague and inflated beliefs about his abilities.

communicate only specific accomplishments and not overall traits.

secure Leo an interview right away.

educational degrees.

key skills.

work and education over

time. life experience.

personal references.

Chronological résumés present the information in terms of

educational degrees.

key skills.

work and education over

personal references.

Brian has just completed his graduate program and does not have any job experience. If

Brian is looking for a job, which of the following résumé formats would be ideal for him?

a résumé that lists his key skills from school, community, and volunteer activities

a résumé that lists his course work in chronological order with the grades he earned

a résumé that describes the ideal job he would like to have and describes how he would be a

a résumé that lists statements from personal references describing his key skills

find job opportunities but little else.

find romantic partners who work in your field.

list all the personal activities omitted from your résumé.

LinkedIn profile?

They may offer you a job on the basis of your LinkedIn Profile alone.

They are unlikely to look at your LinkedIn profile at all.

They may use your profile to supplement your résumé.

They will search your LinkedIn profile to find negative information about you.

gaining a new position?

developing relationships with potential references over time

including professors with whom you took a significant number of classes related to your field

preparing a consistently formatted reference list consisting of just three to five individuals

including current supervisors who are not happy that you are leaving your current position

contacting your references ahead of time

Which of the following should an applicant include in a cover letter when applying for a job?

the position being applied for

clichés describing previous job

performance areas that could use

Which of the following is the ideal length of an effective cover letter?

three to five lines

three to five short

paragraphs five to seven long

pages

When you seek employment with a company that does not have an open position, you

informal

unsolicited

combination

Which of the following would be the best person to review your résumé and cover letter to

make sure it is as professional as possible before you submit it to a major corporation?

a college

professor your

parent

executive an intern

afterward inquiring about the chances for

Which of the following is an effective way of responding to questions during an interview?

providing long, elaborate answers for each question

saying “I” instead of “we” when talking about accomplishments at work

taking complete credit for what your team accomplished at work

ignoring questions pertaining to weaknesses

downplaying your abilities and your success stories

What does the S stand for in the acronym STAR?

story

situation

sales

During job interviews, telling stories about your can create a positive

connection between you and your potential employers.

successes in the past

share their career goals during interviews

discuss their work experience during interviews

follow up after job interviews

discuss personal success stories during interviews

submit cover letters with their résumés

When you decide to accept a new position and leave your current organization you should

avoid

giving your supervisor advance notice.