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Corporate values are
the stated and lived values of a company
The dominant business ethic in corporate communications is__which is a principle that allows those affected by administrative decisions, business transactions, or charitable work to know not only the basic facts and figures but also the mechanisms, and process it is the duty of civil servants, managers, and trustees to act visibly, predictably and understandably
a business leader can cultivate a sense of community by
having a communication style that is we-oriented, not me-orientaed
the rules of conduct or moral principles that guide individual or group behavior are known as
Which of the following is true of credibility?
it is an important basis for effective communication
Which of the following is true of competence?
a person’s reputation for competence is influenced by his or her communication skills
refers to the knowledge and skills needed to accomplish business tasks approach business problems and get a job done
In high-trust relationships
people are more willing to cooperate with each other.
Personal values are
the values that individuals prioritize and adhere to
Laura wants to improve her employees engagement. to do so, she should try to increase their
emotional engagement with their work
Jerry, the CEO of Turbo Inc., is a successful business leader with a reputation for caring. Which of the following statements would prove this?
He strives to understand the interests and aspirations of his employees.
An “emphasis on results” is a trait associated with
Which of the following statements accurately describes the role played by character in the establishment of credibility?
Character is especially important in long-term, collaborative relationships.
In low-trust relationships, people tend to
regard the actions of other people negatively.
Which of the following factors reduces the incidence of unethical behavior?
a transparent atmosphere
When you are trying to read another person’s nonverbal clues, which of the following should you focus on the most?
the eyes
2. On the day after her boyfriend broke up with her, Candace found out at work that someone else received the promotion she was hoping to get. Instead of asking her manager what she could do to improve her chances in the future, she raged about how unfair life is. What did Candace experience?
emotional hijacking
Which of the following is a sign of a person paying attention?
A nod to indicate acknowledgement
which of the following is most likely to be true about the people who exhibit high self-management
they spend a higher percentage of work conversations on work-related topics
is a show of respect for the dignity and importance of others.
What are probing questions?
Probing questions are intended to analyze a business problem from every angle in order to uncover its root causes.
Which of the following is a strength of introverts?
asking thoughtful, important questions
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?
Which of the following is a solution-oriented question?
How can we reduce our expenses for office supplies to meet our budget goals?
Which of the following is characteristic of learner mind-sets?
Viewing differences of opinion as normal
in tense and emotionally charged situations, it is important to
hold judgement
mitigating information
involves favorable explanations for why others have behaved in a certain way
why does emotional hijacking occur?
people are hard-wired to feel emotions about a situation before they reason it out
which of the following employees is most likely to be a hub?
cho works at coordinating the efforts of the whole team
which is the advantage of using Google Drive to store group documents?
it allows all group members to edit the document in real time
team culture
refers to set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals
when a team is assigned a group writing project, how much time should they spend together planning before delegating independent work?
at least 1-2 hours
Kwan is the leader of a team whose meetings are being disrupted by Liz, who dominates the discussion with long, irrelevant comments. What is the best way for Kwan to address the situation?
providing strong leadership in assigning team roles and keeping to the agenda
difficult conversations are best handled by
embracing conflict as an opportunity to exchange perspectives
During a meeting, Stacy’s team decides that because of their research findings, they should change the focus of their group paper. This means that Stacy’s original suggestions about the paper will be discarded. How should Stacy respond?
She should be flexible because it is a group project
Gisela is having a difficult conversation with Ramon, who is expressing a lot of anger, How can Gisela defuse the situation?
She can summarize what Ramon is saying about his thoughts and feelings
Which of the following should be included in an agenda?
Expected outcomes
What is the storming stage of team development?
Team members discuss competing ideas about how the team should approach work.
Lupe is about to lead a problem-solving meeting. Which of the following should she ask her team to focs on first?
agreeing on a definition of the problem
is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive
Antonio has been appointed the facilitator of his team. His main job is to
ensure that each agenda item is properly discussed.
A(n)_____ story involves combining your experiences, perspectives, and goals with those of others to form a common approach to work
The primary value of having diversity on teams is that it helps them
welcome new ideas
Which of the following is true of high-performing teams?
they embrace differing viewpoints and conflict
in societies with low performance orientation, people
hold relationships to be more important than results
Khadija is an international student who has mixed feelings about life in Riverside. The people are helpful and friendly, but they sometimes make unflattering and incorrect assumptions about her culture. the behavior of the people of Riverside is an example of which of the following concepts?
Which is most likely to happen in an egalitarian culture?
The company will award stock to employees so they can share in the ownership.
While evaluating the various courses available at the University of Radcliffe, Marcie skips over the language brochures. She believes that learning a new language is unnecessary; English is considered the global business language and she speaks it fluently. Which of the following statements, if true, makes her decision a bad one?
Learning another culture’s language helps you understand its people better.
is the belief that your own culture is superior to all others.
In a highly assertive culture, you would be likely to observe people
using competitive language when evaluating ideas.
Which of the following is a feature of hierarchical cultures?
Leaders expect employees to comply with their decisions because of their authority.
Which behavior would you most likely see in a low humane orientation culture?
When people form new acquaintances, they avoid physical gestures of welcome.
High future orientation cultures
focus more on intrinsic motivation
Outgroup homogeneity effect is the assumption that
members of other groups are all the same.
Which of the following statements is true of cultural dimensions?
Cultural dimensions are factors that help you understand a culture’s underlying goals and motivations.
Collectivists tend to
view themselves as interdependent, forming an identity based on that of their family and friends.
Humane orientation
is the degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind.
Which of the following statements about stereotyping is true?
Popular culture plays an important role in the formation of negative stereotypes.
Which of the following is characteristic of people from high uncertainty avoidance cultures?
They often stress orderliness and consistency, even if it means sacrificing experimentation and innovation.
Daniel has to prepare a report outlining the reasons why his company is going to shut down two factories in the United States. How will Daniel structure the report if he wants to use the inductive method?
lay out the supporting reasons in careful order; state the primary message
At the U.S. division of Bluebell Inc. the productivity of the employees is going down. Kinsey, the branch manager conducts thorough research and learns that most of the employees were involved in social loafing. If he wants to use the deductive approach, how should Kinsey structure his report to senior management?
state the primary message; lay out supporting reasons; conclude with a call to action
While examining the pros and cons of introducing a stress-busting yoga program for the employees of Hillock Inc., Juanita learns that the pros far outnumber the cons and decides to recommend implementation of the yoga program. Which of the following statements is most likely to increase the positivity of her proposition?
The yoga program would increase the efficiency of the employees.
Typically, in the context of developing effective business messages, the priorities of the targeted audience
tend to shift more often than values
What is the most likely impact of slanting facts
It reduces the credibility of a business message.
Which of the following is typically included in the reviewing stage of writing an effective business message?
removing distractions from the message
are statements that can be relied on with a fair amount of certainty and can be observed objectively.
Which of the following techniques is most likely to make business messages more positive?
displaying a confident attitude
Which of the following is most likely to lower a person’s credibility?
exaggeration of facts
In the course of creating an effective business message, excellent business thinkers are most likely to
identify and articulate key questions and problems
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 avoid making because it exaggerates the facts?
Orientation programs eliminate the likelihood of new employees quitting their jobs.
Which of the following is most likely to be true about excellent business writers?
They spend a significant amount of time reviewing their work.
The deductive approach is also known as the
direct approach.
Which of the following is most likely to be included in the drafting stage of writing an effective business message?
making the message easy to read
Which of the following is typically included in the planning stage of writing an effective business message?
generating the best ideas to address a business issue
The use of uncommon words in a business message is most likely to
make it more difficult for readers to interpret the message.
Which guideline for navigational design is most likely to improve the ease of reading for business messages?
Use white space appropriately.
Which of the following statements about navigational designs will help improve the ease of reading?
Avoid formatting features that distract readers from the main message.
Which of the following steps typically belongs to the reviewing process?
proofreading the document
While conducting the FAIR test, which of the following questions will help you analyze whether your message demonstrates respect for the inherent worth of your audience?
Have you shown that you value others?
People are most likely to process the information in a message quickly when writers use
action verbs.
Which of the following is one of the advantages of using the FAIR test to review business documents?
It helps ensure that there are no logical errors in the message
The less specific you are while writing your business messages, the greater the possibility that your readers will
scan and skim your message.
While conducting the FAIR test, which of the following questions will help you analyze the impact of your business message?
Have you thought about how the message will affect stakeholders?
For business documents, which of the following guidelines helps improve the ease of reading?
For complex messages, use headings.
To keep their writing natural and engaging, business writers should avoid
out-of-place words.
The use of familiar words in business messages is most likely to
help the readers to process the information easily.
When writers use long paragraphs in business messages,
it shows disrespect for the reader’s time.
How does the use of figures of speech (such as idioms and metaphors) in business writing affect readers?
It can confuse readers because they contain non literal meanings.
Improving ease of reading with natural style requires that the writer
use short and familiar words.
Which statement correctly describes the current state of texting in the workplace?
texting is a new, undeveloped form of communication in the workplace, and attitudes toward it vary significantly
which of the following, when used, is most likely to contribute to email chains?
the “forward” feature
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 respond to others with their own need to focus on work
Which of the following involves an act or ‘thought process committed by the sender rather than the receiver of an email?
The negativity effect means that receipts are more likely to perceive messages that are intended
as neutral as negative
Flames are a form of
active incivility
when dealing with email, many business professionals consider use of the ___ a breach of privacy
“blind carbon copy” feature
What is the primary advantage of using work processing software to compose important email messages?
It is better at reviewing text for typos and grammatical problems than email systems
The first thing you should do on a business call is to
greet the other person warmly by name
reply email chains become especially confusing when
some recipients reply only to the sender and others reply to everyone
Which of the following is a synchronous communication channel that is most likely to be high in control
a webinar
which statement about texting is correct
texting is either synchronous or asynchronous depending on how it is used
which of the following guidelines should be followed to minimize-e-interruptions?
avoid unnecessarily lengthening an email chain
Ella and Pasha work for the same company in two different locations. They need to quickly discuss and clarify issues related to a mutual project. Which of the following should they use?
Phone conversations
Rita, the head of the sales department, wants to train all of her sales people in how to sell the latest product. She wants them all to be able to see the product and its features, to hear the sales pitch the marketing department has developed, and to ask questions. Which of the following is the best communication channel for Rita to use?
the social age is an era in which people engage in networked communication, collaborate across boundaries, and solve problems
Traditionally, a blog contains entries by
just one or a few individuals
Manuel has an active presence on Twitter. About half his tweets convey messages such as “Really excited about today’s training seminar” and “My company just launched an awesome product; check it out.”How is Manuel’s online presence likely to affect his career?
His employers will be pleased that he has so much enthusiasm for his job
Cara has been participating in her company’s social networking platform for a while. Which behavior is her supervisor most likely to ask her to change?
She often inquires about her colleagues’ personal lives.
Which of the following is an advantage of having a team blog?
it is a place to post team updates, progress reports, discussions, timelines, goals, and announcements
Which statement is a helpful guideline for forums?
avoid complaining or blaming
web 2.0 communication tools are often refered to as
social media
Which of the following guidelines should people who maintain professional blogs follow in order to be responsive to their readers?
read the comments to learn reader concerns
the use of social media in companies
causes confusion over which communication channels to use
which of the following is a property of social software system dashboard?
you can customize your dashboard to display selected features
which of the following would a company consider an ethical use of social media by its employees?
letting friends on Twitter know about a publicly posted job opening
when a company has a public relations department, that department’s job is to influence
anyone who contributes to the company’s success or failure
A reputation for being fun-loving will be sought-after in the ______ domains.
personal and private
What is the traditional structure for a press-release style public relations message?
an inverted pyramid with the most important information first
traditionally, a blog contains entries by:
just one or a few individuals
Which of the following is an effective strategy for responding to inquiries?
Set off each question by using special formatting
which of the following are you most likely to include in a routine-request?
the rationale for the request
routine messages should be direct and
which of the following statements about announcements is true
event announcements should allow readers to gather all relevant information in 10 to 15 seconds
Appreciation messages should begin with a(n)
expression of thanks
which of the following is an important element of an apology?
offering commitments
which of the following is the most effective technique to use when making a claim?
Lay out a logical explanation of the claim
Which of the following is true of messages showing appreciation?
A sincere expression of thanks strengthens work relationships
apologies are most effective when they
are timely
In case of a routine request of the recipient is known as a
call to action
which of the following is true of apologies
if you are dealing with customers or clients, an apology may imply legal responsibility
During the drafting stage, the process of designing the message focuses on
making the message easy to read
Betsy learns that the wife of one of her main clients has just died. What should Betsy do?
send a brief but genuine handwritten note of sympathy
in a case study, psychologists found that horse racing fans become more confident that their horses would win after placing a bet. Which principle of influence does this example illustrate?
when statements in a business message contain full and unambiguous meaning, the business message is said to be
in the AIDA approach, “I” stands for
In the AIDA approach, after gaining attention, the next step is to
build interest and curiosity
To be able to craft messages that persuade people to modify their ideas or actions, you need to spend a significant amount of time
analyzing the audience.
In an effective external persuasive message, the appreciation statement
anticipates the thoughts of skeptical readers.
Haresh writes a persuasive message that employs the I-voice most of the time. As a result, the audience is likely to infer that Haresh is
self-centered and concerned mainly about his own interests.
Which of the following is the first task of most persuasive messages?
gaining attention
What is the main problem with using manipulation to persuade?
It is deceptive
Which principle of influence operates on the idea that people think there is limited availability of something they want or need, so they must act quickly?
You can help readers feel that your message impacts them on a personal level by combining specificity with
The term ______ refers to the reasons why your product, service, or idea really benefits your readers
In a persuasive message, what is the next task after you finish stating the need?
offering a solution
Most persuasive messages are said to be implicit because they
require readers to read between lines to understand the entire meaning.
The principle of influence known as social proof refers to the idea that people
determine what is right, correct, or desirable by seeing what others do.
Peter wants to create a chart that shows how market share is divided among the top companies in his industry. Which should he use?
a pie chart
Which of the following statements about bar charts is true?
Bar charts are more versatile than pie charts and line charts.
Catherine, an economist, wants to graphically represent the prices of small cars in the United States over a period of three years. This will best be illustrated through a(n)
line chart.
Octavio wants to compare the gross national product for six different countries for the year 2010. How should he display the data?
a bar chart
Which of the following is a helpful guideline for formatting line charts?
The scale should be about two-thirds of the range included in the charts
Which of the following is a helpful guideline for formatting bar charts?
Bars should be arranged in ascending or descending order in most cases.
Which of the following is a helpful guideline for formatting tables?
Arrange entries in ascending or descending order.
Which of the following is true of visual learners?
They learn well from illustrations and simple diagrams.
In the story line approach to business presentations, what is a resolution?
a solution to the challenges or tensions
The positioning statement in a presentation should be
as concise as possible
As with written reports, successful presentations rely on
well-developed takeaway messages.
Which of the following helps the audience grasp the content of your presentation within 10 to 15 seconds?
limiting the amount of information on any given slide
What is an advantage of using charts and diagrams in presentations?
They help simplify complex data relationships.
If you want your presentation to appeal to professionals with a hub motivational value system, you should
stress the benefits to different stakeholders.
In the AIM content planning process, how do you develop your ideas?
by identifying key facts and conclusions related to your topic
Which of the following guidelines should be kept in mind while designing an electronic slide presentation?
Create a storyboard with your slide titles.
Which of the following helps to make presentation slides more readable?
using high-contrast backgrounds and colors
Which of the following guidelines should be kept in mind while designing presentation slides?
Recall that the slides exist to complement your presentation.
Which of the following is true of kinesthetic learners?
They need group activities or hands-on activities.
When reviewing her presentation, Dahia realizes that she needs to add source lines to her charts and graphs. What aspect of the FAIR test does this decision relate to?
The story line approach is useful for various types of presentations because it
allows the listeners to engage on a deeper level intellectually.
About how long should the review be compared to the whole presentation?
about 5 percent
In the middle of his presentation, Rey loses his train of thought. What should he do?
Repeat his last statement to regain his thought process.
The primary challenge for a team presentation is to make sure that it is
Nan, a younger colleague, has to give her first presentation. What tip should you give her about managing her nerves?
Focus on friendly faces in the audience to gain composure and confidence.
If you want to draw your audience’s attention to you, you should
explain and elaborate on the content in your slides.
In the context of workplace attire, which of the following styles requires men to wear neckties?
formal business dress
Which of the following presenters is using the room to advantage?
Smith positions himself where people can see him easily.
Which of the following will help you maintain a flexible approach during your presentation?
arriving early to deal with surprises regarding equipment, room layout, or attendance
During presentations, speakers show their ______ by knowing their content well
Ronald, a manager at Anderson Social Foundation, has to make a presentation at a fund-raising event. Which of the following nonverbal behaviors should Ronald use during his presentation to build the audience’s trust in him?
Ronald should maintain eye contact with his audience.
What does “O” stand for in the SOFTEN model of nonverbal communication in presentations?
open stance
Which statement about the SOFTEN model of nonverbal communication in presentations is true?
Keeping your arms to your sides or gesturing with palms up is more inviting to the audience.
Your colleague Kanye has to give a presentation to an audience of strangers, and he is feeling a little nervous. Which of the following tips would be the best advice you could give him?
Speak with audience members ahead of time.
What does “T” stand for in the SOFTEN model of nonverbal communication in presentations?
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 topic.
Which of the following types of attire should generally be avoided in business-related settings?
jeans and a polo shirt
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
Which of the following should an applicant include in a cover letter when applying for a job?
the position being applied for
When you seek employment with a company that does not have an open position, you will submit a(n) ______ cover letter.
In the context of attributes that establish credibility during the job application process, being ______ is associated with competence
Which of the following should you do while constructing your list of references?
Provide the current contact information of each of your references.
many job applicants feel hesitant to ______ because they assume that doing so may annoy or nag hiring managers.
follow up after job interviews
Chronological résumés present the information in terms of
work and education over time.
Which of the following statements uses clichés to show enthusiasm for a potential position?
The financial analyst position you posted on your website is my dream job.
Which of the following should you avoid while constructing your list of references?
including current supervisors who are not happy that you are leaving your current position
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?
a business executive
When you decide to accept a new position and leave your current organization you should avoid
bragging about your new job.
In his résumé, Mac lists the attributes “a proven track record of success” and “gives 110%.” The use of such clichés will most likely
give the impression that Mac has inflated beliefs about his abilities.
One of the best ways to understand the needs of a potential employer is to
analyze the job position announcement.
Which of the following refers to one’s ability to maintain effective workplace relationships?
What does “t” stand for in the STAR method of telling success stories
What term is used for events that cause strong, often negative, emotional responses?
What is the process of interpreting messages from others into meaning?

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