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a.Use negative words
b.Not blame customers
c.Not blame individuals or department in your organization
d.Not make unrealistic promises
a. when the bad news is not damaging
b. when the bad news isunexpected
c.when the receiver may overlook the bad news
d.when firmness is necessary
To establish an effective tone youshould __________.
b. Pull rank
c. Avoid sounding preachy
d. Be negative
Routine operations, compliance withregulations, and company policies and procedures are all types of_____________?
b. informal reports
You are writing a report that includeskey data determined by location, geography, and division. How should you organize the report?
b. by component
When writing a formal business report,there are some final writing tips you should consider, from the following whattip should you NOT consider?
a.allow sufficient time
b.work from a good outline
c.be consistent in verb tense
d. write slowly; revise as youtype it
Which visual aid increases audienceparticipation by encouraging close observation?
What are the characteristics of a formalwriting style?
All of the following are are things you should not do when usingsensitive language in an adjustment message. Mark the one that doesn’t apply.
a)Blame customers--even when they may be at fault
b)Use negative words (trouble, regret,misunderstanding, fault, error, you claim)
c)Blame individuals or departments within your organization; its unprofessional.
d)Make far reaching promises; you can guarantee the situation will never occur again.
When should you use a Direct strategywhen delivering negative news?
a)When the bad news is personally upsetting
b) When the receiver may overlook the badnews
c)When the bad news will provoke a hostile reaction
d)When the bad news is unexpected
What is one way that persuaders canimprove their tone?
b. Be enthusiastic, positive and likable.
c.Come off as cocky.
d.Insult your audience.
When should you use a formal writingstyle for your report?
a)When the report is routine
b)When the report addresses familiar, noncontroversial topics
c) When the report needs to projectobjectivity and authority
What does a yardstick report do?
a)Used when exact specifications are established
b) Does not comparedifferent alternatives
c)Examines a problem with two or more solutions
d)Does not include background information
Which is not one of the goals to capture attention in theintroduction of your
1) Capture Listeners’ attention and getthem involved
2) Leave the audience with a specificand memorable take-away
3) Identify yourself and establish yourcredibility
4) Preview your main points
How can you use your nonverbal behaviorsto make your presentation more effective?
Howshould the opening of an effective direct request for information or actionbegin?
a. With a long explanation prior topresenting the main idea.
b. With a question or polite command.
c. With a statement of yourcredentials.
d. All of the above.
Whenwould it be appropriate to use the direct strategy when conveying negativenews?a. Whenthe bad news is personally upsetting.
Whenattempting to persuade, how can the tone of the request be improved?
a. Soften your words when persuadingupward
b. Sound preachy or parental
c. Soften your words when persuadingdownward
d. Pull rank
Whatare the purposes of documentation?
a. To strengthen your argument.
b. To instruct the reader
c. To protect yourself againstplagiarism.
d. Allof the above.
Whichtype of report examines problems with two or more solutions?
a. Yardstick report
b. Feasibility report
c. Justification/Recommendation report
d. Investigative Report
Whichcomponents are found in both formal and informal reports?
a. Table of contents, introduction,conclusion
b. Executive summary, body,recommendation
c. Introduction, body, conclusion
d. Title page, recommendation,references
Ifyou are delivering negative news, when should you use the indirect strategy?
Whattips should be used when submitting a claim letter?
a. Prove that yourclaim is valid, and explain why the receiver is responsible.
b. Use a tone tosound angry, emotional, or irrational.
c. Begin with acompliment, a point of agreement, and a statement of the problem.
d. All of theabove.
e. A & C only
Whatshould be included in the introduction of an indirect negative message?
b. Bad news
c. Good wishes
d. None of theabove.
Whatare effective persuasion techniques?
b. Make a preciserequest
d. All of theabove
Whenthe conclusions or recommendations appear at the beginning, the writer useda(n) ____ strategy.
Whichof the three Ms refers to the figure occurring the most frequently?
d. None of the above
Promiselow costs or speedy results in the introduction of a proposal is a way to_______ your audience?
Whatis an effective way to organize the main ideas in a presentation?
d. Comparison/ Contrast
e. All of the above
Brieflydescribe the revising step of the 3x3 writing process.
8.All of the following are questions you should ask yourselfbefore you begin a message except:
a. Do I really need to write this email, memo or letter?
b. Why am I writing?
c. What channel should I use?
d. How much time will this take me?
Providing iscritical when subordinates submit recommendations to their bosses.
c. a gift
Which is Not a reason for citing your sources in adocument.
a. to strengthen your argument
b. to protect yourself against charges of plagiarism
c. to instruct the reader
d. to look cool
The conclusions of a report should________.
a. be written as subjectively as possible
b. be written using command language
c. offer specific suggestions for actions that can solve a reportproblem
d. analyze information logically and clarify theways the data answer questions
What is not a component of a typical business plan?
a. Product or service description
b. Financial Analysis
c. List of illustrations
Of the following, which falls under theprewriting stage?
A.research, organize, compose
B. analyze, anticipate, adapt
C.revise, proofread, evaluate
D.analyze, compose, evaluate
When should you use the direct strategyfor a bad-news message?
A.when the bad news is personally upsetting
B.when the bad news is unexpected
C.when the bad news is not damaging
D.when the bad news will provoke a hostile reaction
What is not an effective persuasiontechnique
B.Make a reasonable. precise request
C.Recognize the power of loss
D. Ignore resistance and elevate tone
What is the first step in 3x3 writingprocess?
A.Prepare a work plan
B.Organize, analyze, interpret, and illustrate the data
C. Analyze the problem and purpose
D.Anticipate the audience and issues
Which is not one of the three Ms?
Which of the following are components ofan informal proposal?
D.All of the above
After your presentation, which of thefollowing techniques are appropriate?
D.all of the above
At the beginning of his oralpresentation, Grant uses a quotation from Abraham Lincoln. Grant is attemptingto __________.
a.Establish credibility with his audience.
b.Identify himself with his audience.
c.Preview the main points of his presentation.
d. Capture his audience’sattention.
Whatare the five S’s of goodwill messages?
WhenShould you NOT use the directstrategy method of delivering negative news?
A. When the receiver may overlookthe bad news
B. When firmness is necessary
C. When bad news is unexpected.
D. When the organization orreceiver prefers directness.
Ina High-Context culture, Politeness is a key concept to persuasive messages. True/False
Agood work plan includes:
A. Research strategy includinga description of potential sources and methods of collecting data
B. Statement of the purposeincluding scope with limitations and significance
C. Statement of the problem
D. Work schedule
E. All of the above
Whatis the real advantage to a yardstick report?
Whattype of delivery style should you use for a friendly audience?
A. Be calm and controlled. Speakevenly and slowly
B. Be warm, pleasant, andfriendly
C. Be controlled, nothing showy.Use confident, small gestures
D. Be dynamic and entertaining.Move around. Use large gestures
Whatis Kawasaki’s 10/20/30 rule of Powerpoint Presentations and the reasons behindit?
a. to remind one’s selfabout upcoming business meetings.
b. to interact sociallywith people in the office.
c. to get work done.
d. to see how mad youcan make your boss by sending out mass e-mails to him.
A.The bad news is not damaging
B.The receiver may overlook the bad news
C.The organization or receiver prefers directness
D.Firmness is necessary
E.All of the Above
A.avoid sounding preachy or parental
C.avoid making threats
D.soften your words when persuading upwards
E.be enthusiastic, positive and likeable
When is itappropriate to use a memo/e-mail format for a report?
a. to enable supervisorsto know the status of current and pending projects.
b. they ensure thatinformation within the company flows steadily.
c. to inform managementabout new procedures, equipment, and laws as well as supply informationaffecting products and operations.
d. both A & B
e. both A & C
b.List of Illustrations
c.Table of contents
a)Use positive self-talk.
b)Take a sip of water.
c)Apologize or confess your nervousness.
d)Shift the spotlight to your visuals.
While writing a positive message what is an appropriate questionto ask yourself during phase 1 (analysis, anticipation, and adaptation)?
a. How canI save my reader’s time?
b. What typeof outline should I prepare?
c. Whatgrammatical errors did I make?
d. Is mymessage clear?
When presenting bad news, you should
a. Positionbad news strategically
b. Use passivevoice
c. Accentuatethe positive
d. All ofthe above
When being persuasive in low-context cultures you must
a. Be indirect
b. Present short-term goals
c. Utilize a soft-sellapproachd. Emphasize the weand our rather than the “you” view
What organizational strategy begins with an introduction ordescription of the problem followed by facts and interpretations from thewriter
a. Indirectorganizational Strategy
b.Direct organizational strategy
c. Botha and bd. None of these answers are correct
c. Persuadethe reader to act on recommendationsd. All of the above
Which components listed appear in both formal and informalproposals?
a. Title page,Introduction, Proposal and Staffing
b. Letter ofTransmittal, Table of Contents, Background problem, and Proposal
c.Introduction, Proposal, Budget, and Authorization
d. List ofFigures, Introduction, Proposal, and Budget
What would be the best organizational strategy when preparing anoral presentation about the changing diversity of the workforce among regions?
Briefly describe what a Yardstick Report is and highlight the fivemain steps in creating this type of report.
Which is not a goal of an adjustmentletter?
A. Rectifying the wrong, if one exists
B. Make unrealistic promises
C. Promoting further business
D. Regaining the confidence of thecustomer
Which of the following is not a way ofcushioning bad news?
A. Use a passive voice
B. Accentuating the positive
C.Tellingthem to get over it
D. Implying the refusal
Which of the following methods can beused to improve tone in a persuasive message?
A. Pulling rank
B. Sounding preachy or parental
C. Making threats
D.Being enthusiastic and positive
What is the first step applied whenapplying the 3-x-3 writing process to reports?
A.Analyze the problem and purpose
B. Compose the first draft
C. Prepare a work plan
D. Conduct research
The mean of a set of numbers shows
A. The most common number in the set
B. The middle number in the set when the set is ordered
C. The largest number in the set
D.The sum of the numbers divided by the number of members of the size of the set
What is the purpose of the staffingsection in an informal proposal?
A. Identify the problem and discuss thegoals or purposes of the project
B. Describe the credentials and expertise of theproject leaders
C. List proposed project costs
D. Explain the reasons for the proposaland highlight the writer’s qualifications
Which of these is not a step in making apowerful multimedia presentation?
A. Create graphics
B.Change fonts and sizes throughout slides
C. Engage audience
D. Add special effects
Whichof the following is not a type of business message?
Whendo you use the indirect strategy?
A. When the bad news is personally upsetting
B.When the bad news is not damaging
C.When firmness is necessary
D.When the receiver may overlook the bad news
Whichof these are some factors that build interest in persuasive messages?
E. All of the above
Whichof the following is considered a primary source?
Intable data there are the three M’s, which one is not one of the three M’s?
Aaronwill be giving a presentation that outlines six reasons his store should changeits inventory method. What organizational strategy would work best?
d.Best/Worst case scenario
Whichof the following is a good technique for introductions?
A.Ask a question
B.Tell a startling fact
C.Tell a joke
D.Tell a story
E. All of the above
Name the five S’s of aGoodwill Message.
A. sudden, silly, sincere,selfish, simple
B.sincere, specific, selfless, spontaneous, short
C. simple, short, sudden,selfless, smart
D. short, selfless, smart,sound, stagnant
A. lacking of fame
B. speaking incorrectly
C. anyfalse statement that harms an individual’s reputation
D. a statement made inpublic
When writing a pressrelease, you should:
A.present the most important information early.
B. present the mostimportant information last.
C. exaggerate productofferings.
D. change font stylesoften.
When interviewing youshould do all of the following except:
A. maintain professionalattitude
B. watch the time
C.interrupt the interviewee
D. end graciously
What is one advantage to ayardstick report?
A. the length of the report
B. more than onemeasurement
C.alternatives measured consistently using the same criteria
D. co workers will be jealousyou know what a yardstick report is.
In a business plan, whatshould the executive summary include:
A. table of contents
C. detailed charts
During a presentation you should:
A. prepare your visualaids
B. distribute handouts
C. maintain eyecontact
D. greet the audience
Give examples of usingethical persuasion and why it is important to remain ethical when persuadingyour audience.
What should positive messages be usedfor or contain?
a. Refusals and bad news.
b. Sales pitches.
c. Straightforward requests, replies, and goodwill.
d. Biography of your hero’s personalexperiences.
Which of the following is NOT a keyaspect of selling by an E-mail?
a. Craft a catchy subject line
b. Convey urgency
c. Include testimonials
d. Leave out the subject
According to Guffey’s 3-x-3 WritingProcess when researching and writing reports, Step 6 consists of:
a. Analyze the problem and purpose.
b. Organize, analyze, interpret, and illustratethe data.
c. Prepare a work plan.
d. Compose the first draft.
What is a decision Matrix?
a. A specialgrid that helps managers make the best choice among complex options.
b. A technique for analyzing raw data.
c. A comparison of relationships among two ormore variables that help explain the findings.
d. Numerical data summary
What does the acronym RFP stand for?
a. Road from Providence.
b. Revise for Practicality.
c. Request for Proposal.
d. Run from Predators.
How many slides are reasonable for a 5minute presentation?
What question should you ask beforepreparing a positive message?
A. Is the message clear?
B.Why am I writing?
C. Did I plan for feedback?
D. What font should I use?
What tip is not used to apologizeeffectively in a negative message?
A.Get straight to the point to keep the message short
B. Apologize sincerely
C. Use good judgment
D. Accept responsibility
Effective claim messages do which of thefollowing?
A. Make reasonable and valid requests
B. Use a moderate tone
C.Both a and b
D. Show anger and emotion
When should you use the direct approachwhen writing a report?
A. If the readers need to be persuaded
B. If the readers need to be educated
C.If the readers are supportive
D. If the readers may be disappointed
Which is not a way to organize areport?
From the following which is a section ofan Informal Proposal?
Which of the following is NOT an exampleof a visual aid?
C. Multimedia Slides
D. Flip Charts
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